From allen+rtlist at crystalfontz.com Tue Nov 1 02:48:28 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Mon, 31 Oct 2011 23:48:28 -0700 Subject: [rt-users] which template is this in error log? Message-ID: I can't tell which Template has the perl code that threw an error in my logfile. Does "[template:12]" below refer to the template with a database id of #12, like http://rt/Admin/Global/Template.html?Queue=0&Template=12 Do I have to hunt through all my templates looking at line 12? Where do the lines in templates start? The first line including mail headers? Or the first line of perl code? Here is the log, how do I tell which template has the error? ::: [Tue Nov ?1 05:49:08 2011] [error]: Template parsing error: Can't call method "Id" on an undefined value at template line 12. Stack:? [template:12] [/usr/share/request-tracker4/lib/RT/Template.pm:454] [/usr/share/request-tracker4/lib/RT/Template.pm:410] [/usr/share/request-tracker4/lib/RT/Template.pm:339] [/usr/share/request-tracker4/lib/RT/Template.pm:319] [/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:154] [/usr/share/request-tracker4/lib/RT/Action/Autoreply.pm:66] [/usr/share/request-tracker4/lib/RT/ScripAction.pm:226] [/usr/share/request-tracker4/lib/RT/Scrip.pm:448] [/usr/share/request-tracker4/lib/RT/Scrips.pm:234] [/usr/share/request-tracker4/lib/RT/Transaction.pm:179] [/usr/share/request-tracker4/lib/RT/Record.pm:1447] [/usr/share/request-tracker4/lib/RT/Ticket.pm:669] [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1496] [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/share/request-tracker4/lib/RT/Template.pm:449) From falcone at bestpractical.com Tue Nov 1 08:31:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Nov 2011 08:31:41 -0400 Subject: [rt-users] which template is this in error log? In-Reply-To: References: Message-ID: <20111101123141.GT981@jibsheet.com> On Mon, Oct 31, 2011 at 11:48:28PM -0700, Allen wrote: > I can't tell which Template has the perl code that threw an error in > my logfile. > > Does "[template:12]" below refer to the template with a database id of > #12, like > > http://rt/Admin/Global/Template.html?Queue=0&Template=12 > > Do I have to hunt through all my templates looking at line 12? Where > do the lines in templates start? The first line including mail > headers? Or the first line of perl code? > > Here is the log, how do I tell which template has the error? There should be more log before that, although you may need to turn up your log level. It'll tell you what Scrips it is processing and once you know the Scrip Id you can work out the Template id. -kevin > [Tue Nov ?1 05:49:08 2011] [error]: Template parsing error: Can't call > method "Id" on an undefined value at template line 12. > Stack:? [template:12] > [/usr/share/request-tracker4/lib/RT/Template.pm:454] > [/usr/share/request-tracker4/lib/RT/Template.pm:410] > [/usr/share/request-tracker4/lib/RT/Template.pm:339] > [/usr/share/request-tracker4/lib/RT/Template.pm:319] > [/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:154] > [/usr/share/request-tracker4/lib/RT/Action/Autoreply.pm:66] > [/usr/share/request-tracker4/lib/RT/ScripAction.pm:226] > [/usr/share/request-tracker4/lib/RT/Scrip.pm:448] > [/usr/share/request-tracker4/lib/RT/Scrips.pm:234] > [/usr/share/request-tracker4/lib/RT/Transaction.pm:179] > [/usr/share/request-tracker4/lib/RT/Record.pm:1447] > [/usr/share/request-tracker4/lib/RT/Ticket.pm:669] > [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1496] > [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61] > (/usr/share/request-tracker4/lib/RT/Template.pm:449) > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 1 08:33:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Nov 2011 08:33:46 -0400 Subject: [rt-users] CantLocateObject In-Reply-To: References: Message-ID: <20111101123346.GU981@jibsheet.com> On Mon, Oct 31, 2011 at 11:47:10PM +0000, Jim T wrote: > Hi, > > I have a new installation of RT 3.8 (debian 6, installed with apt). I installed the AT > extension and its working fine. However when I now go to Global>Group Rights or Global>User > Rights I get the following: > > Can't locate object method "new" via package "RT::Class" (perhaps you forgot to load > "RT::Class"?) at > /usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/lib/RT/System_Vendor.pm line 12. RT::Class is new in RT4, sounds like a backwards incompatibility bug. You may need to install an older version of the extension or wait for the author to fix it. I'm not sure how the author prefers to get bug reports unfortunately. -kevin > Also the links to AT Scrips, AT Templates, AT Group Rights and AT User Rights have a double rt > in the url, like this: > > [1]http://myserver/rt/rt/AssetTracker/Admin/Global/GroupRights.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From carragom at gmail.com Tue Nov 1 11:32:11 2011 From: carragom at gmail.com (Carlos Ramos) Date: Tue, 1 Nov 2011 09:32:11 -0600 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: References: <1306750151.2515.7.camel@rmwysocki> <20110531150041.GJ93544@jibsheet.com> Message-ID: > As a side note, I do have a working RT4 installation in debian > squeeze, but this was installed some time ago and it was the rt-4.0.0 > tarball and I guess some of the CPAN modules are older too. Just here to confirm that this only happens with the latest version, 4.0.2. However 4.0.0 and 4.0.1 work without a problem. So I'm sticking with those until this is fixed. I tried the three versions in the same server and the problem is only visible with 4.0.2. Cheers. From alexmv at bestpractical.com Tue Nov 1 14:46:42 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 01 Nov 2011 14:46:42 -0400 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: References: <1306750151.2515.7.camel@rmwysocki> <20110531150041.GJ93544@jibsheet.com> Message-ID: <1320173202.2593.20.camel@umgah.localdomain> On Tue, 2011-11-01 at 09:32 -0600, Carlos Ramos wrote: > > As a side note, I do have a working RT4 installation in debian > > squeeze, but this was installed some time ago and it was the rt-4.0.0 > > tarball and I guess some of the CPAN modules are older too. > > Just here to confirm that this only happens with the latest version, > 4.0.2. However 4.0.0 and 4.0.1 work without a problem. So I'm sticking > with those until this is fixed. I tried the three versions in the same > server and the problem is only visible with 4.0.2. We've suggested "SetHandler modperl" rather than "SetHandler perl-script" (as you're using) since 4.0.1. Does changing that resolve the issue? - Alex From dstrobel at flexstar.com Tue Nov 1 16:45:14 2011 From: dstrobel at flexstar.com (Zoedog) Date: Tue, 1 Nov 2011 13:45:14 -0700 (PDT) Subject: [rt-users] Rights and permissions Message-ID: <32761585.post@talk.nabble.com> I need to get some better advice for this subject. Super user, we assume having this privilege supersedes all rights and privileges, is this correct statement. Group rights and individual rights. Do the group rights supersede individual rights and privileges or is it the other way around. Thanks in advance dave -- View this message in context: http://old.nabble.com/Rights-and-permissions-tp32761585p32761585.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From carragom at gmail.com Tue Nov 1 19:02:06 2011 From: carragom at gmail.com (Carlos Ramos) Date: Tue, 1 Nov 2011 17:02:06 -0600 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <1320173202.2593.20.camel@umgah.localdomain> References: <1306750151.2515.7.camel@rmwysocki> <20110531150041.GJ93544@jibsheet.com> <1320173202.2593.20.camel@umgah.localdomain> Message-ID: On Tue, Nov 1, 2011 at 12:46 PM, Alex Vandiver wrote: > On Tue, 2011-11-01 at 09:32 -0600, Carlos Ramos wrote: >> > As a side note, I do have a working RT4 installation in debian >> > squeeze, but this was installed some time ago and it was the rt-4.0.0 >> > tarball and I guess some of the CPAN modules are older too. >> >> Just here to confirm that this only happens with the latest version, >> 4.0.2. However 4.0.0 and 4.0.1 work without a problem. So I'm sticking >> with those until this is fixed. I tried the three versions in the same >> server and the problem is only visible with 4.0.2. > > We've suggested "SetHandler modperl" rather than "SetHandler > perl-script" (as you're using) since 4.0.1. ?Does changing that resolve > the issue? > ?- Alex > > Hi, while further testing, looks like 4.0.1 does show the same behavior. So 4.0.0 is the only RT4 that does not do this. Also tried with "SetHandler modperl" but no luck. Is there any other information or test that would help solve this issue?. Thanks a lot in advance for the great software. -- Carlos Ramos From dstrobel at flexstar.com Tue Nov 1 23:09:25 2011 From: dstrobel at flexstar.com (Zoedog) Date: Tue, 1 Nov 2011 20:09:25 -0700 (PDT) Subject: [rt-users] Setting and locking priority settings Message-ID: <32591241.post@talk.nabble.com> I need to set and lock my priority settings as 1 to 3, with 3 being my lowest priority and 1 the highest with 3 being the initial default when a ticket is created. Along with that I need to ensure that only the system admin can have the ability to change those settings. Is there a way, and how can it be done. -- View this message in context: http://old.nabble.com/Setting-and-locking-priority-settings-tp32591241p32591241.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From samuel.l at impos.com.au Wed Nov 2 00:16:14 2011 From: samuel.l at impos.com.au (Samuel Leslie) Date: Wed, 2 Nov 2011 15:16:14 +1100 Subject: [rt-users] Custom per queue views Message-ID: Hi everyone, We've recently implemented RT as our issue tracking system and are in the process of customising it to make it fit snugly with our internal procedures. We've defined several queues, and all of these queues define various custom fields related to the queue. Many of these custom fields are critical to the tickets in the queue itself, in that they define basic but essential information about the ticket, and so, what we'd really like to do is have various custom fields displayed in the default queue summary of open/resolved/stalled. Where it gets a little more tricky is what custom fields are displayed will need to be different per queue. Does RT provide a mechanism to do this? I know that I can define search critera, sorting and displayed columns in the Query Builder and save the query, but I can't find a way to set a given saved query as the default for a queue. I can also see an option to configure the custom fields displayed in all queues: $DefaultSearchResultFormat; but this isn't really applicable I think to custom fields defined per queue (even if some exist in multiple queues)? Apologies in advance if I've overlooked something obvious; 95% of the functionality seems to already exist, it's just that last step to make the defined query the default that remains! Best regards, Samuel Leslie -------------- next part -------------- An HTML attachment was scrubbed... URL: From torben.nehmer at cancom.de Wed Nov 2 03:44:23 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Wed, 2 Nov 2011 08:44:23 +0100 Subject: [rt-users] RT4 - mod_perl problem with apache2 Message-ID: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> Good morning, we had the same problem here, disabling the GPG Stuff made the segfaults go away. Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Carlos Ramos Gesendet: Montag, 31. Oktober 2011 05:25 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] RT4 - mod_perl problem with apache2 On Tue, May 31, 2011 at 9:00 AM, Kevin Falcone wrote: > On Mon, May 30, 2011 at 12:09:11PM +0200, Robert Wysocki wrote: >> Hi guys, >> >> I've googled it, some people also have this problem, but no solutions >> were provided by anyone. >> The problem is: >> testrt:/opt/rt4/etc# apache2ctl restart >> /usr/sbin/apache2ctl: line 107: 11712 Segmentation fault ? ? ?$HTTPD >> ${APACHE_ARGUMENTS} -t 2> /dev/null >> Syntax OK >> /usr/sbin/apache2ctl: line 107: 11715 Segmentation fault ? ? ?$HTTPD >> ${APACHE_ARGUMENTS} -t >> Action 'restart' failed. >> The Apache error log may have more information. >> testrt:/opt/rt4/etc# /etc/init.d/apache2 reload >> Syntax OK >> /usr/sbin/apache2ctl: line 107: 11729 Segmentation fault ? ? ?$HTTPD >> ${APACHE_ARGUMENTS} -t >> Action 'configtest' failed. >> The Apache error log may have more information. >> ?failed! >> >> The way of restarting apache which doesn't cause error to be thrown is >> just: >> /etc/init.d/apache2 stop; /etc/init.d/apache2 start >> but it's, well, inelegant. >> >> The issue is probably related to Plack. > > Unfortunately, it's difficult to try replicating without a > perl/apache/mod_perl2/plack version list > > -kevin > Hello, I'm having a VERY similar problem here. Using rt-4.0.2 and debian squeeze 6.0.3, which comes with apache 2.2.16-6+squeeze4, mod_perl 2.0.4-7, perl 5.10.1-17squeeze2 and from what i can tell Plack 0.9984 which i just installed from CPAN. This is my rt config in apache: Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); If I don't comment this "Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");", I can't do the following without getting a segmentation fault, even if apache is not running: root at blazar:~# export APACHE_RUN_USER=www-data root at blazar:~# export APACHE_RUN_GROUP=www-data root at blazar:~# export APACHE_PID_FILE=/var/run/apache2.pid root at blazar:~# export APACHE_RUN_DIR=/var/run/apache2 root at blazar:~# export APACHE_LOCK_DIR=/var/lock/apache2 root at blazar:~# export APACHE_LOG_DIR=/var/log/apache2 root at blazar:~# root at blazar:~# root at blazar:~# apache2 -t Syntax OK Segmentation fault That last sequence of commands is something that apache2ctl do almost every time you run it, and at least in Debian apache2ctl is used in a lot of places, from startup to shutdown to log rotation. RT4 works correctly from what i can tell as long as i don't comment the preload line, but then again apache2ctl breaks down and with it, other things follow. The only error i can see in my syslog every time i run 'apache -t' is the following: Oct 30 21:44:22 blazar kernel: [4016030.401140] apache2[17570]: segfault at 7fa814baa640 ip 00007fa814baa640 sp 00007ffffd346fc8 error 14 in libnss_files-2.11.2.so[7fa817aaf000+b000] As a side note, I do have a working RT4 installation in debian squeeze, but this was installed some time ago and it was the rt-4.0.0 tarball and I guess some of the CPAN modules are older too. Any help would be really appreciated. Thanks a lot. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From tjrc at sanger.ac.uk Wed Nov 2 05:40:49 2011 From: tjrc at sanger.ac.uk (Dr Tim Cutts) Date: Wed, 2 Nov 2011 09:40:49 +0000 Subject: [rt-users] Rights and permissions In-Reply-To: <32761585.post@talk.nabble.com> References: <32761585.post@talk.nabble.com> Message-ID: <4C6BDD12-1968-445E-A33D-AF7ADE6CDF3F@sanger.ac.uk> On 1 Nov 2011, at 20:45, Zoedog wrote: > > I need to get some better advice for this subject. > > Super user, we assume having this privilege supersedes all rights and > privileges, is this correct statement. I believe so. > Group rights and individual rights. Do the group rights supersede individual > rights and privileges or is it the other way around. Neither - they act like a logical OR. If a user has a right, through either an individual right or a group right, then they will have that right. I basically avoid using individual user rights altogether; on anything beyond a very small setup it becomes unmanageable. I always create an admincc group for each queue, for example, and give users rights to that queue by changing their group membership. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From michele.pinassi at unisi.it Wed Nov 2 07:16:53 2011 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Wed, 02 Nov 2011 12:16:53 +0100 Subject: [rt-users] Apache2 CPU hungry ! In-Reply-To: <20111027133336.GK981@jibsheet.com> References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com> <4EA91BBD.9030401@unisi.it> <20111027133336.GK981@jibsheet.com> Message-ID: <4EB126A5.9050001@unisi.it> Hi Kevin et al, thanks for your reply. I gove 2GByte to our RT installation but still eating a lot opf CPU and memory, as shown in this screenshot: http://dl.dropbox.com/u/15540617/Varie/rt.jpg It's a normal behavour ? Michele Il 27/10/2011 15:33, Kevin Falcone ha scritto: > On Thu, Oct 27, 2011 at 10:52:13AM +0200, Michele Pinassi wrote: >> this is the problem ! There's a lot of memory and CPU usage but, on that >> machine, there's ONLY RT 4.0.2 !!!!! > > 1G is not a lot of memory for a machine running RT's apache children > AND mysql. Give it 2G or tune your apache footprint to be smaller. > > -kevin > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -- Michele Pinassi Servizio Reti, Sistemi e Sicurezza Informatica Universit? degli Studi di Siena tel: 0577.(23)2169 https://sites.google.com/a/unisi.it/o-zone/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From ruz at bestpractical.com Wed Nov 2 10:50:11 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Nov 2011 18:50:11 +0400 Subject: [rt-users] Apache2 CPU hungry ! In-Reply-To: <4EB126A5.9050001@unisi.it> References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com> <4EA91BBD.9030401@unisi.it> <20111027133336.GK981@jibsheet.com> <4EB126A5.9050001@unisi.it> Message-ID: On Wed, Nov 2, 2011 at 3:16 PM, Michele Pinassi wrote: > Hi Kevin et al, > > thanks for your reply. I gove 2GByte to our RT installation but still > eating a lot opf CPU and memory, as shown in this screenshot: > > http://dl.dropbox.com/u/15540617/Varie/rt.jpg > > It's a normal behavour ? CPU usage is not normal. Switching to FastCGI may help without investigating. > Michele > > > Il 27/10/2011 15:33, Kevin Falcone ha scritto: >> On Thu, Oct 27, 2011 at 10:52:13AM +0200, Michele Pinassi wrote: >>> this is the problem ! There's a lot of memory and CPU usage but, on that >>> machine, there's ONLY RT 4.0.2 !!!!! >> >> 1G is not a lot of memory for a machine running RT's apache children >> AND mysql. ?Give it 2G or tune your apache footprint to be smaller. >> >> -kevin >> >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 > > > -- > Michele Pinassi > Servizio Reti, Sistemi e Sicurezza Informatica > Universit? degli Studi di Siena > tel: 0577.(23)2169 > https://sites.google.com/a/unisi.it/o-zone/ > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From falcone at bestpractical.com Wed Nov 2 10:51:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Nov 2011 10:51:54 -0400 Subject: [rt-users] Apache2 CPU hungry ! In-Reply-To: <4EB126A5.9050001@unisi.it> References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com> <4EA91BBD.9030401@unisi.it> <20111027133336.GK981@jibsheet.com> <4EB126A5.9050001@unisi.it> Message-ID: <20111102145154.GV981@jibsheet.com> On Wed, Nov 02, 2011 at 12:16:53PM +0100, Michele Pinassi wrote: > thanks for your reply. I gove 2GByte to our RT installation but still > eating a lot opf CPU and memory, as shown in this screenshot: > > http://dl.dropbox.com/u/15540617/Varie/rt.jpg > > It's a normal behavour ? While children occasionally spike to a high CPU usage, if that's been spinning for a while at 93% then something is wrong. You'll want to use your logs to find out what the apache child is doing. You might be able to divine it from access logs and seeing what pages are being loaded. You might need to use MasonX::Profiler to get more information about what pages are being run. -kevin > Il 27/10/2011 15:33, Kevin Falcone ha scritto: > > On Thu, Oct 27, 2011 at 10:52:13AM +0200, Michele Pinassi wrote: > >> this is the problem ! There's a lot of memory and CPU usage but, on that > >> machine, there's ONLY RT 4.0.2 !!!!! > > > > 1G is not a lot of memory for a machine running RT's apache children > > AND mysql. Give it 2G or tune your apache footprint to be smaller. > > > > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 2 10:53:11 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Nov 2011 10:53:11 -0400 Subject: [rt-users] Setting and locking priority settings In-Reply-To: <32591241.post@talk.nabble.com> References: <32591241.post@talk.nabble.com> Message-ID: <20111102145311.GW981@jibsheet.com> On Tue, Nov 01, 2011 at 08:09:25PM -0700, Zoedog wrote: > > I need to set and lock my priority settings as 1 to 3, with 3 being my lowest > priority and 1 the highest with 3 being the initial default when a ticket is > created. Along with that I need to ensure that only the system admin can > have the ability to change those settings. > > Is there a way, and how can it be done. You can turn it into a dropdown list by using RT-Extension-PriorityAsString. If you need to limit who can edit it, you'll need to make changes to RT. The default value is controlled on the Queue admin page. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 2 10:54:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Nov 2011 10:54:21 -0400 Subject: [rt-users] Custom per queue views In-Reply-To: References: Message-ID: <20111102145421.GX981@jibsheet.com> On Wed, Nov 02, 2011 at 03:16:14PM +1100, Samuel Leslie wrote: > Does RT provide a mechanism to do this? I know that I can define search critera, sorting and > displayed columns in the Query Builder and save the query, but I can't find a way to set a > given saved query as the default for a queue. I can also see an option to configure the custom > fields displayed in all queues: $DefaultSearchResultFormat; but this isn't really applicable I > think to custom fields defined per queue (even if some exist in multiple queues)? > > Apologies in advance if I've overlooked something obvious; 95% of the functionality seems to > already exist, it's just that last step to make the defined query the default that remains! There isn't a per-queue default format. You *can* just show all the CFs in the global format and they'll stay blank for queues where the CF isn't applied. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 2 10:54:59 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Nov 2011 10:54:59 -0400 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> Message-ID: <20111102145459.GY981@jibsheet.com> On Wed, Nov 02, 2011 at 08:44:23AM +0100, Nehmer Torben wrote: > Good morning, > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. Were you actually using gpg, or did you just have the perl modules installed and that was enough to cause segfaults? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gsollazz at sgul.ac.uk Wed Nov 2 11:36:31 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 02 Nov 2011 15:36:31 +0000 Subject: [rt-users] showing requestor's info on the ticket Message-ID: <4EB1637F.4040201@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'd like to have info about the requestor on the ticket display page - things like telephone number, e-mail, etc. I've read there is a "Requestor Info Box", but I can't find much about it. Is it an option for what I'm trying to achieve - or is there any other best practice to follow? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOsWN+AAoJEAqigArPBfJXM00H+we/DnD1NwP+2al25Bmqp2eY 0WQs9XA+AKaL4aYGLmnHZQ5Y3WJRDlSHhHA792jck8f6dfG2BE/0RLbToQSMaeKm /D/SuxHykH4AkXkWU1KhHDzECglqcuJ7vwYlX14CWfuc9R+CFaqm0OeUo5ygEjhU bELMSqzC3ls2ONpRSGi7M/BN+o88T2gBqhAieYZyWtlJRWevPPYOgAAxHiSh25aF B7GHSkDq+kmqQwnIstJe6B21QXDzt02CVKyjwmc9kVOj2LGZIrSRYdVUc9VY8uHd eQAYzUCf8qc/yo719W6dxFOQCNebIcYAyPBDeEzmwhJOts6k+WT08bLL3Yq/qT8= =bTe9 -----END PGP SIGNATURE----- From falcone at bestpractical.com Wed Nov 2 11:48:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Nov 2011 11:48:46 -0400 Subject: [rt-users] showing requestor's info on the ticket In-Reply-To: <4EB1637F.4040201@sgul.ac.uk> References: <4EB1637F.4040201@sgul.ac.uk> Message-ID: <20111102154846.GZ981@jibsheet.com> On Wed, Nov 02, 2011 at 03:36:31PM +0000, Giuseppe Sollazzo wrote: > > I'd like to have info about the requestor on the ticket display page - > things like telephone number, e-mail, etc. > I've read there is a "Requestor Info Box", but I can't find much about it. > > Is it an option for what I'm trying to achieve - or is there any other > best practice to follow? Start with $ grep MoreAbout etc/RT_Config.pm =item C<$ShowMoreAboutPrivilegedUsers> Set($ShowMoreAboutPrivilegedUsers, 0); =item C<$MoreAboutRequestorTicketList> Set($MoreAboutRequestorTicketList, "Active"); =item C<$MoreAboutRequestorExtraInfo> Set($MoreAboutRequestorExtraInfo, ""); =item C<$MoreAboutRequestorGroupsLimit> Set($MoreAboutRequestorGroupsLimit, 0); 4.0.3rc1 includes improved documentation for MoreAboutRequestorExtraInfo -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From lab at pacbell.net Wed Nov 2 12:05:30 2011 From: lab at pacbell.net (20/20 Lab) Date: Wed, 02 Nov 2011 09:05:30 -0700 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20111102145459.GY981@jibsheet.com> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102145459.GY981@jibsheet.com> Message-ID: <4EB16A4A.2010706@pacbell.net> On 11/02/2011 7:54 AM, Kevin Falcone wrote: > On Wed, Nov 02, 2011 at 08:44:23AM +0100, Nehmer Torben wrote: >> Good morning, >> >> we had the same problem here, disabling the GPG Stuff made the segfaults go away. > Were you actually using gpg, or did you just have the perl modules > installed and that was enough to cause segfaults? > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain --- November 28& 29, 2011 We currently have the the pgp modules installed (tho we're not using them yet) and have no problems. We're also running: ubuntu system 11.10 apache 2.2.20 gnupg 1.4.11 perl/perl-mods 5.12.4 We've been running 4.0.2 for some time, however we had a noticeable performance increase when we upgraded from 10.10 server. I dont remember what versions of the mentioned software was when we upgraded. Hope my two cents help, Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From carragom at gmail.com Wed Nov 2 12:13:40 2011 From: carragom at gmail.com (Carlos Ramos) Date: Wed, 2 Nov 2011 10:13:40 -0600 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> Message-ID: On Wed, Nov 2, 2011 at 1:44 AM, Nehmer Torben wrote: > Good morning, > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. Thanks a lot for the answer, this solves the problem. I just ran "./configure" again without "--enable-gpg" and then "make install". Since I'm not actually using GPG this will do it. As a side note the GPG modules are still installed on the system, so disabling the functionality in the configure script is enough to fix this issue. -- Carlos Ramos From falcone at bestpractical.com Wed Nov 2 12:58:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Nov 2011 12:58:58 -0400 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> Message-ID: <20111102165858.GA981@jibsheet.com> On Wed, Nov 02, 2011 at 10:13:40AM -0600, Carlos Ramos wrote: > On Wed, Nov 2, 2011 at 1:44 AM, Nehmer Torben wrote: > > Good morning, > > > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. > > Thanks a lot for the answer, this solves the problem. I just ran > "./configure" again without "--enable-gpg" and then "make install". > Since I'm not actually using GPG this will do it. As a side note the > GPG modules are still installed on the system, so disabling the > functionality in the configure script is enough to fix this issue. Unless you added Enable => 0 to your config, I'm not entirely sure how that would fix it. By default, RT installs with it enabled and then disables it at runtime. Did you rerun with --disable-gpg or did you just leave off --enable-gpg -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From carragom at gmail.com Wed Nov 2 14:39:55 2011 From: carragom at gmail.com (Carlos Ramos) Date: Wed, 2 Nov 2011 12:39:55 -0600 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20111102165858.GA981@jibsheet.com> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102165858.GA981@jibsheet.com> Message-ID: On Wed, Nov 2, 2011 at 10:58 AM, Kevin Falcone wrote: > On Wed, Nov 02, 2011 at 10:13:40AM -0600, Carlos Ramos wrote: >> On Wed, Nov 2, 2011 at 1:44 AM, Nehmer Torben wrote: >> > Good morning, >> > >> > we had the same problem here, disabling the GPG Stuff made the segfaults go away. >> >> Thanks a lot for the answer, this solves the problem. I just ran >> "./configure" again without "--enable-gpg" and then "make install". >> Since I'm not actually using GPG this will do it. As a side note the >> GPG modules are still installed on the system, so disabling the >> functionality in the configure script is enough to fix this issue. > > Unless you added Enable => 0 to your config, I'm not entirely sure how > that would fix it. ?By default, RT installs with it enabled and then > disables it at runtime. ?Did you rerun with --disable-gpg or did you > just leave off --enable-gpg > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > This was the configure script I was using: "./configure --enable-graphviz --enable-gd --enable-gpg --with-web-user=www-data --with-web-group=www-data --with-db-type=Pg --with-web-handler=modperl2" All I did was change it to: "./configure --enable-graphviz --enable-gd --with-web-user=www-data --with-web-group=www-data --with-db-type=Pg --with-web-handler=modperl2" and the problem disappeared. As per the configure script help: "--enable-gpg Turns on GNU Privacy Guard (GPG) support" it does not look like it's on by default so by not providing "--enable-gpg" should turn gpg off. But if indeed is on by default and I have to use "--disable-gpg" to disable it, then I have no idea why the problem went away, maybe it will reappear later. I would hate that. -- Carlos Ramos From ram0502 at gmail.com Wed Nov 2 14:59:40 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Wed, 2 Nov 2011 11:59:40 -0700 Subject: [rt-users] Native FullText Search in mysql Message-ID: Hey folks, Looks like MySQL has FTS built in : http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html Is this supported by RT 4.0x? Thanks! From ram0502 at gmail.com Wed Nov 2 15:01:20 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Wed, 2 Nov 2011 12:01:20 -0700 Subject: [rt-users] Native FullText Search in mysql In-Reply-To: References: Message-ID: Never mind... looks likt it's MyISAM only :( On Wed, Nov 2, 2011 at 11:59 AM, Ram Moskovitz wrote: > Hey folks, > Looks like MySQL has FTS built in : > http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html > Is this supported by RT 4.0x? > Thanks! > From bdugay at apple.com Wed Nov 2 15:02:10 2011 From: bdugay at apple.com (Brian Dugay) Date: Wed, 02 Nov 2011 12:02:10 -0700 Subject: [rt-users] Can I grant GroupA privilege to reset passwords for GroupB? Message-ID: Hi, I have RT 3.8.4. One of the groups has asked me if a few members could be given the privilege to reset passwords for all the members in the group. Thus far in my reading, I have not been able to find a way to do this. Only thing I have found is the http://search.cpan.org/dist/RT-Extension-ResetPassword/. By the way, we are currently using RT's internal authentication, (no external auth). Thanks for any pointers or suggestions. Best regards, Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3729 bytes Desc: not available URL: From alexmv at bestpractical.com Wed Nov 2 15:06:11 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 02 Nov 2011 15:06:11 -0400 Subject: [rt-users] Native FullText Search in mysql In-Reply-To: References: Message-ID: <1320260771.2739.5.camel@umgah.localdomain> On Wed, 2011-11-02 at 11:59 -0700, Ram Moskovitz wrote: > Hey folks, > Looks like MySQL has FTS built in : > http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html > Is this supported by RT 4.0x? No. That fulltext indexing is only on MyISAM tables, which are not used in RT because they lack transaction isolation. RT 4 only supports fulltext indexing on mysql using the external Sphinx engine, until InnoDB fulltext indexing is integrated into mysql. There is ongoing work on this support (see [1], [2]) but it isn't in a released version yet. - Alex [1] http://blogs.innodb.com/wp/2011/07/overview-and-getting-started-with-innodb-fts/ [2] http://blogs.innodb.com/wp/2011/07/innodb-full-text-search-tutorial/ From ktm at rice.edu Wed Nov 2 15:06:01 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 2 Nov 2011 14:06:01 -0500 Subject: [rt-users] Native FullText Search in mysql In-Reply-To: References: Message-ID: <20111102190601.GB10975@staff-mud-56-27.rice.edu> On Wed, Nov 02, 2011 at 11:59:40AM -0700, Ram Moskovitz wrote: > Hey folks, > Looks like MySQL has FTS built in : > http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html > Is this supported by RT 4.0x? > Thanks! No quite, I believe. Oracle just announced InnoDB fulltext search vailability in a preview release of MySQL 5.6. Version 5.5 only supports fulltext-search with MYISM tables, and not with InnoDB tables which are used by RT. So maybe next year... fingers crossed. Regards, Ken From kenn.crocker at gmail.com Wed Nov 2 16:07:17 2011 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 2 Nov 2011 13:07:17 -0700 Subject: [rt-users] Rights question Message-ID: To List, What is the difference between "ModifyScrips" and "ExecuteCode"? The wording for "ExecuteCode" says it allows the writing of perl code, but I thought that's what "ModifyScrips" did. Kenn -------------- next part -------------- An HTML attachment was scrubbed... URL: From samuel.l at impos.com.au Wed Nov 2 20:24:56 2011 From: samuel.l at impos.com.au (Samuel Leslie) Date: Thu, 3 Nov 2011 11:24:56 +1100 Subject: [rt-users] Custom per queue views In-Reply-To: <20111102145421.GX981@jibsheet.com> References: <20111102145421.GX981@jibsheet.com> Message-ID: Thanks for the response! I've just implemented the below for a few of the more common fields, however, there's still several custom fields that are very queue specific so if implemented as below it will result in the Queue Summary being full of empty fields for queues where that custom field is not defined. I do think this would be a fantastic capability for RT in being able to define a default view based off the Query Builder. In the mean time, are there perhaps any callbacks that could be taken advantage of to "emulate" such a capability? I've taken a look but haven't found any that seemed to be a sensible match for what I'm trying to achieve. Thanks again for the advice. Kind regards, Samuel Leslie On 3 November 2011 01:54, Kevin Falcone wrote: > On Wed, Nov 02, 2011 at 03:16:14PM +1100, Samuel Leslie wrote: > > Does RT provide a mechanism to do this? I know that I can define > search critera, sorting and > > displayed columns in the Query Builder and save the query, but I > can't find a way to set a > > given saved query as the default for a queue. I can also see an > option to configure the custom > > fields displayed in all queues: $DefaultSearchResultFormat; but this > isn't really applicable I > > think to custom fields defined per queue (even if some exist in > multiple queues)? > > > > Apologies in advance if I've overlooked something obvious; 95% of the > functionality seems to > > already exist, it's just that last step to make the defined query the > default that remains! > > There isn't a per-queue default format. You *can* just show all the CFs > in the global format and they'll stay blank for queues where the CF > isn't applied. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Thu Nov 3 04:31:55 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 3 Nov 2011 01:31:55 -0700 (PDT) Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't work In-Reply-To: <4EA6C55D.1040902@netcologne.de> References: <32623297.post@talk.nabble.com> <4E9DA55B.5000801@bestpractical.com> <32681644.post@talk.nabble.com> <4EA6C55D.1040902@netcologne.de> Message-ID: <32771197.post@talk.nabble.com> Hello C.Loos Now everything is working fine ... it was my fault i missunderstood a basic konwledge thing i'm confused with the dashboard view and the view if you click on the highlighted button on the dasboard i thought it should be the same mea culpa But one thing would be fine if it'll be work... For some purpose we need a custom search with only 10 search hits not more is there such some settings which i'm able to build a custom search with only a result from 10 hits? best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-ignore-the-function-to-restrict-the-amount-of-tickets-to-10-tp32623297p32771197.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torben.nehmer at cancom.de Thu Nov 3 04:47:38 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Thu, 3 Nov 2011 09:47:38 +0100 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20111102145459.GY981@jibsheet.com> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102145459.GY981@jibsheet.com> Message-ID: <9900C7068FE87C43AC0718D719CD0CFB0137266D0C87@JETMX003.int.cancom.de> Hi Kevin, > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. > > Were you actually using gpg, or did you just have the perl modules installed and that > was enough to cause segfaults? I have installed RT out of the box using Debian Packages which as far as I can see pulls all necessary dependencies into the system. RTs GPG configuration was on the defaults in RT_Config.pm, no changes are made by the deb. Once I disabled GPG as outlined in the docs (Enable => undef), the problem disappeared. Best regards, Torben Nehmer From bart at pleh.info Thu Nov 3 05:55:09 2011 From: bart at pleh.info (Bart) Date: Thu, 3 Nov 2011 10:55:09 +0100 Subject: [rt-users] showing requestor's info on the ticket In-Reply-To: <20111102154846.GZ981@jibsheet.com> References: <4EB1637F.4040201@sgul.ac.uk> <20111102154846.GZ981@jibsheet.com> Message-ID: These are the options we use in our config: # --- # More about requestor # --- Set($MoreAboutRequestorTicketList, "Active"); Set($MoreAboutRequestorExtraInfo, "EmailAddress WorkPhone MobilePhone"); Set($MoreAboutRequestorGroupsLimit, undef); Set($ShowMoreAboutPrivilegedUsers, 1); These options enforce that the about requestor box is always shown, also for privileged users. That it initially shows the Active tickets of a user and that it hides the groups that a user belongs to (we don't really want to show such information there). Additionally we want to see the requestors E-mail adres, Work phone number and Mobile phone number in the more about requestor box. Hope this helps. -- Bart 2011/11/2 Kevin Falcone > On Wed, Nov 02, 2011 at 03:36:31PM +0000, Giuseppe Sollazzo wrote: > > > > I'd like to have info about the requestor on the ticket display page - > > things like telephone number, e-mail, etc. > > I've read there is a "Requestor Info Box", but I can't find much about > it. > > > > Is it an option for what I'm trying to achieve - or is there any other > > best practice to follow? > > Start with > $ grep MoreAbout etc/RT_Config.pm > =item C<$ShowMoreAboutPrivilegedUsers> > Set($ShowMoreAboutPrivilegedUsers, 0); > =item C<$MoreAboutRequestorTicketList> > Set($MoreAboutRequestorTicketList, "Active"); > =item C<$MoreAboutRequestorExtraInfo> > Set($MoreAboutRequestorExtraInfo, ""); > =item C<$MoreAboutRequestorGroupsLimit> > Set($MoreAboutRequestorGroupsLimit, 0); > > 4.0.3rc1 includes improved documentation for > MoreAboutRequestorExtraInfo > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jimmers.inbox at gmail.com Thu Nov 3 10:23:31 2011 From: jimmers.inbox at gmail.com (Jim T) Date: Thu, 3 Nov 2011 14:23:31 +0000 Subject: [rt-users] Apache config woes Message-ID: Hello, I am trying to serve rt from "/rt". I have read the web_deployment.pod and I thought I'd configured apache correctly but I still cant get rt to start. The apache error log says "File does not exist: /var/www/rt". Here's my apache config: ServerAdmin webmaster at localhost DocumentRoot /var/www Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all ErrorLog ${APACHE_LOG_DIR}/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn CustomLog ${APACHE_LOG_DIR}/access.log combined Alias /doc/ "/usr/share/doc/" Options Indexes MultiViews FollowSymLinks AllowOverride None Order deny,allow Deny from all Allow from 127.0.0.0/255.0.0.0 ::1/128 ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error #TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /rt/NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias /rt/ /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /var/www Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi Any help would be really appreciated. Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 3 10:45:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 10:45:46 -0400 Subject: [rt-users] Rights question In-Reply-To: References: Message-ID: <20111103144546.GB981@jibsheet.com> On Wed, Nov 02, 2011 at 01:07:17PM -0700, Kenneth Crocker wrote: > What is the difference between "ModifyScrips" and "ExecuteCode"? The wording for "ExecuteCode" > says it allows the writing of perl code, but I thought that's what "ModifyScrips" did. ExecuteCode affects changing Scrips, but also affects which Templates you can change (compare Perl vs Simple templates as documented in docs/customizing/templates.pod) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bart at pleh.info Thu Nov 3 10:46:10 2011 From: bart at pleh.info (Bart) Date: Thu, 3 Nov 2011 15:46:10 +0100 Subject: [rt-users] Apache config woes In-Reply-To: References: Message-ID: I believe RT installs itself in /opt/rt4/ ? This is houw my Apache config looks atm: ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access RewriteEngine On RewriteCond %{HTTPS} off RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); SSLEngine on SSLCertificateFile /etc/ssl/certs/***.pem We're hosting it via SSL, the port 80 part makes sure everything is redirected to 443 (while keeping the URL in tact). -- Bart 2011/11/3 Jim T > Hello, > > I am trying to serve rt from "/rt". I have read the web_deployment.pod and > I thought I'd configured apache correctly but I still cant get rt to start. > The apache error log says "File does not exist: /var/www/rt". > > Here's my apache config: > > > ServerAdmin webmaster at localhost > > DocumentRoot /var/www > > Options FollowSymLinks > AllowOverride None > > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > > > ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ > > AllowOverride None > Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch > Order allow,deny > Allow from all > > > ErrorLog ${APACHE_LOG_DIR}/error.log > > # Possible values include: debug, info, notice, warn, error, crit, > # alert, emerg. > LogLevel warn > > CustomLog ${APACHE_LOG_DIR}/access.log combined > > Alias /doc/ "/usr/share/doc/" > > Options Indexes MultiViews FollowSymLinks > AllowOverride None > Order deny,allow > Deny from all > Allow from 127.0.0.0/255.0.0.0 ::1/128 > > > > ### Optional apache logs for RT > # Ensure that your log rotation scripts know about these files > # ErrorLog /opt/rt4/var/log/apache2.error > #TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > > Alias /rt/NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ > ScriptAlias /rt/ /opt/rt4/sbin/rt-server.fcgi/ > > DocumentRoot /var/www > > Order allow,deny > Allow from all > > Options +ExecCGI > AddHandler fcgid-script fcgi > > > > > > Any help would be really appreciated. > > Regards, Jim > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 3 10:53:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 10:53:04 -0400 Subject: [rt-users] Custom per queue views In-Reply-To: References: <20111102145421.GX981@jibsheet.com> Message-ID: <20111103145304.GC981@jibsheet.com> On Thu, Nov 03, 2011 at 11:24:56AM +1100, Samuel Leslie wrote: > I've just implemented the below for a few of the more common fields, however, there's still > several custom fields that are very queue specific so if implemented as below it will result > in the Queue Summary being full of empty fields for queues where that custom field is not > defined. I do think this would be a fantastic capability for RT in being able to define a > default view based off the Query Builder. In the mean time, are there perhaps any callbacks > that could be taken advantage of to "emulate" such a capability? I've taken a look but haven't > found any that seemed to be a sensible match for what I'm trying to achieve. Thanks again for > the advice. I'm not aware of any convenient callbacks. The last time I looked, it was going to be complicated to do this right, although I know one of my colleagues had started poking at it on a branch. -kevin > On 3 November 2011 01:54, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Wed, Nov 02, 2011 at 03:16:14PM +1100, Samuel Leslie wrote: > > Does RT provide a mechanism to do this? I know that I can define search critera, sorting > and > > displayed columns in the Query Builder and save the query, but I can't find a way to set a > > given saved query as the default for a queue. I can also see an option to configure the > custom > > fields displayed in all queues: $DefaultSearchResultFormat; but this isn't really > applicable I > > think to custom fields defined per queue (even if some exist in multiple queues)? > > > > Apologies in advance if I've overlooked something obvious; 95% of the functionality seems > to > > already exist, it's just that last step to make the defined query the default that > remains! > > There isn't a per-queue default format. You *can* just show all the CFs > in the global format and they'll stay blank for queues where the CF > isn't applied. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 3 10:54:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 10:54:32 -0400 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102165858.GA981@jibsheet.com> Message-ID: <20111103145432.GD981@jibsheet.com> On Wed, Nov 02, 2011 at 12:39:55PM -0600, Carlos Ramos wrote: > On Wed, Nov 2, 2011 at 10:58 AM, Kevin Falcone > wrote: > > On Wed, Nov 02, 2011 at 10:13:40AM -0600, Carlos Ramos wrote: > >> On Wed, Nov 2, 2011 at 1:44 AM, Nehmer Torben wrote: > >> > Good morning, > >> > > >> > we had the same problem here, disabling the GPG Stuff made the segfaults go away. > >> > >> Thanks a lot for the answer, this solves the problem. I just ran > >> "./configure" again without "--enable-gpg" and then "make install". > >> Since I'm not actually using GPG this will do it. As a side note the > >> GPG modules are still installed on the system, so disabling the > >> functionality in the configure script is enough to fix this issue. > > > > Unless you added Enable => 0 to your config, I'm not entirely sure how > > that would fix it. ?By default, RT installs with it enabled and then > > disables it at runtime. ?Did you rerun with --disable-gpg or did you > > just leave off --enable-gpg > > > > -kevin > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * ?Barcelona, Spain ? November 28 & 29, 2011 > > > > This was the configure script I was using: > "./configure --enable-graphviz --enable-gd --enable-gpg > --with-web-user=www-data --with-web-group=www-data --with-db-type=Pg > --with-web-handler=modperl2" > > All I did was change it to: > "./configure --enable-graphviz --enable-gd --with-web-user=www-data > --with-web-group=www-data --with-db-type=Pg > --with-web-handler=modperl2" > and the problem disappeared. > > As per the configure script help: > "--enable-gpg Turns on GNU Privacy Guard (GPG) support" > it does not look like it's on by default so by not providing > "--enable-gpg" should turn gpg off. But if indeed is on by default and > I have to use "--disable-gpg" to disable it, then I have no idea why > the problem went away, maybe it will reappear later. I would hate > that. If you have gpg in your path, RT will default to trying to enable it for you. If you had the perl libraries installed, but no gpg binary, you may have it flipped off. What's your %GnuPG line from Tools -> System Configuration ? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 3 10:55:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 10:55:45 -0400 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <9900C7068FE87C43AC0718D719CD0CFB0137266D0C87@JETMX003.int.cancom.de> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102145459.GY981@jibsheet.com> <9900C7068FE87C43AC0718D719CD0CFB0137266D0C87@JETMX003.int.cancom.de> Message-ID: <20111103145545.GE981@jibsheet.com> On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote: > > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. > > > > Were you actually using gpg, or did you just have the perl modules installed and that > > was enough to cause segfaults? > > I have installed RT out of the box using Debian Packages which as far > as I can see pulls all necessary dependencies into the system. RTs GPG > configuration was on the defaults in RT_Config.pm, no changes are made > by the deb. Once I disabled GPG as outlined in the docs (Enable => > undef), the problem disappeared. So, is this a problem with the Debian packages, or do folks have source installs of 4.0.2 on Debian that are having segfaults? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From lab at pacbell.net Thu Nov 3 11:38:40 2011 From: lab at pacbell.net (20/20 Lab) Date: Thu, 03 Nov 2011 08:38:40 -0700 Subject: [rt-users] Apache config woes In-Reply-To: References: Message-ID: <4EB2B580.1030702@pacbell.net> On 11/03/2011 7:23 AM, Jim T wrote: > Hello, > > I am trying to serve rt from "/rt". I have read the web_deployment.pod > and I thought I'd configured apache correctly but I still cant get rt > to start. The apache error log says "File does not exist: /var/www/rt". > > Here's my apache config: > > > ServerAdmin webmaster at localhost > > DocumentRoot /var/www > > Options FollowSymLinks > AllowOverride None > > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > > > ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ > > AllowOverride None > Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch > Order allow,deny > Allow from all > > > ErrorLog ${APACHE_LOG_DIR}/error.log > > # Possible values include: debug, info, notice, warn, error, crit, > # alert, emerg. > LogLevel warn > > CustomLog ${APACHE_LOG_DIR}/access.log combined > > Alias /doc/ "/usr/share/doc/" > > Options Indexes MultiViews FollowSymLinks > AllowOverride None > Order deny,allow > Deny from all > Allow from 127.0.0.0/255.0.0.0 > ::1/128 > > > > ### Optional apache logs for RT > # Ensure that your log rotation scripts know about these files > # ErrorLog /opt/rt4/var/log/apache2.error > #TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > > Alias /rt/NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ > ScriptAlias /rt/ /opt/rt4/sbin/rt-server.fcgi/ > > DocumentRoot /var/www Alias /rt "/opt/rt4/share/html" I think this is the line your missing. -Matt > > Order allow,deny > Allow from all > > Options +ExecCGI > AddHandler fcgid-script fcgi > > > > > > Any help would be really appreciated. > > Regards, Jim > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain --- November 28& 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From carragom at gmail.com Thu Nov 3 11:40:12 2011 From: carragom at gmail.com (Carlos Ramos) Date: Thu, 3 Nov 2011 09:40:12 -0600 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20111103145545.GE981@jibsheet.com> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102145459.GY981@jibsheet.com> <9900C7068FE87C43AC0718D719CD0CFB0137266D0C87@JETMX003.int.cancom.de> <20111103145545.GE981@jibsheet.com> Message-ID: On Thu, Nov 3, 2011 at 8:55 AM, Kevin Falcone wrote: > On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote: >> > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. >> > >> > Were you actually using gpg, or did you just have the perl modules installed and that >> > was enough to cause segfaults? >> >> I have installed RT out of the box using Debian Packages which as far >> as I can see pulls all necessary dependencies into the system. RTs GPG >> configuration was on the defaults in RT_Config.pm, no changes are made >> by the deb. Once I disabled GPG as outlined in the docs (Enable => >> undef), the problem disappeared. > > So, is this a problem with the Debian packages, or do folks have > source installs of 4.0.2 on Debian that are having segfaults? > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > I have a source install myself on a Debian Squeeze system, not using the RT package that comes with Debian. And this is my GPG configuration on System Config: GnuPG { 'RejectOnBadData' => 1, 'Enable' => 0, 'RejectOnMissingPrivateKey' => 1, 'AllowEncryptDataInDB' => 0, 'OutgoingMessagesFormat' => 'RFC' } GnuPGOptions { 'homedir' => '/opt/rt4-pgsql/var/data/gpg' } I do have the gpg perl modules installed and I do have the gpg executable in my path: ~$ which gpg /usr/bin/gpg ~$ make testdeps ... GPG dependencies: PerlIO::eol ...found GnuPG::Interface ...found ... So again, I'm inclined to think that without the "--enable-gpg" configure flag, GPG is disabled by default. No more segmentation faults so far. Cheers. -- Carlos Ramos From dominic.hargreaves at oucs.ox.ac.uk Thu Nov 3 11:45:37 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 3 Nov 2011 15:45:37 +0000 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20111103145545.GE981@jibsheet.com> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102145459.GY981@jibsheet.com> <9900C7068FE87C43AC0718D719CD0CFB0137266D0C87@JETMX003.int.cancom.de> <20111103145545.GE981@jibsheet.com> Message-ID: <20111103154537.GL2813@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Nov 03, 2011 at 10:55:45AM -0400, Kevin Falcone wrote: > On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote: > > > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. > > > > > > Were you actually using gpg, or did you just have the perl modules installed and that > > > was enough to cause segfaults? > > > > I have installed RT out of the box using Debian Packages which as far > > as I can see pulls all necessary dependencies into the system. RTs GPG > > configuration was on the defaults in RT_Config.pm, no changes are made > > by the deb. Once I disabled GPG as outlined in the docs (Enable => > > undef), the problem disappeared. > > So, is this a problem with the Debian packages, or do folks have > source installs of 4.0.2 on Debian that are having segfaults? Haven't delved through this thread in detail yet, but this sounds quite similar to . If anyone has anything to add to that bug report, that'd be helpful. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From trs at bestpractical.com Thu Nov 3 11:48:07 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Nov 2011 11:48:07 -0400 Subject: [rt-users] Apache config woes In-Reply-To: <4EB2B580.1030702@pacbell.net> References: <4EB2B580.1030702@pacbell.net> Message-ID: <4EB2B7B7.9070304@bestpractical.com> On 11/03/2011 Jim T wrote: > I am trying to serve rt from "/rt". I have read the web_deployment.pod > and I thought I'd configured apache correctly but I still cant get rt > to start. The apache error log says "File does not exist: /var/www/rt". Untested, but on a hunch try changing the ScriptAlias line to this: ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/ Note the lack of a trailing slash after /rt. On 11/03/2011 20/20 Lab wrote: > Alias /rt "/opt/rt4/share/html" > > I think this is the line your missing. > > -Matt I don't think so. That's what the ScriptAlias line is for. Thomas From torben.nehmer at cancom.de Thu Nov 3 11:53:40 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Thu, 3 Nov 2011 16:53:40 +0100 Subject: [rt-users] Lifecycle Question Message-ID: <9900C7068FE87C43AC0718D719CD0CFB0137266D101F@JETMX003.int.cancom.de> Hi there, I have a question about lifecycles (which are the next best thing to sliced bread in my opinion): Is it possible to adjust the default lifecycle without having to overwrite it completely? What I simply want to have are a few changed actions (basically we want responses on Resolve, not Comments). Now I don't want to overwrite the entire Lifecycle to keep things simple. Is this possible? Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jimmers.inbox at gmail.com Thu Nov 3 12:08:25 2011 From: jimmers.inbox at gmail.com (Jim T) Date: Thu, 3 Nov 2011 16:08:25 +0000 Subject: [rt-users] Apache config woes In-Reply-To: <4EB2B7B7.9070304@bestpractical.com> References: <4EB2B580.1030702@pacbell.net> <4EB2B7B7.9070304@bestpractical.com> Message-ID: The trailing slash was at fault :) Thank you Thomas, and to the other responders. Regards, Jim On Thu, Nov 3, 2011 at 3:48 PM, Thomas Sibley wrote: > On 11/03/2011 Jim T wrote: > >> I am trying to serve rt from "/rt". I have read the web_deployment.pod >> and I thought I'd configured apache correctly but I still cant get rt >> to start. The apache error log says "File does not exist: /var/www/rt". >> > > Untested, but on a hunch try changing the ScriptAlias line to this: > > ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/ > > Note the lack of a trailing slash after /rt. > > > On 11/03/2011 20/20 Lab wrote: > >> Alias /rt "/opt/rt4/share/html" >> >> I think this is the line your missing. >> >> -Matt >> > > I don't think so. That's what the ScriptAlias line is for. > > Thomas > > -------- > RT Training Sessions (http://bestpractical.com/**services/training.html > ) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sbenson at a-1networks.com Thu Nov 3 12:20:14 2011 From: sbenson at a-1networks.com (Scott Benson) Date: Thu, 03 Nov 2011 09:20:14 -0700 Subject: [rt-users] Custom search based on full months Message-ID: <4EB2BF3E.8050000@a-1networks.com> I am looking to use RT's ticket search feature to show tickets that were created "this month", ie November 1st - November 30th. Also another search for "last month". we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. -- Scott Benson From torben.nehmer at cancom.de Thu Nov 3 12:38:18 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Thu, 3 Nov 2011 17:38:18 +0100 Subject: [rt-users] RT4 - mod_perl problem with apache2 In-Reply-To: <20111103154537.GL2813@gunboat-diplomat.oucs.ox.ac.uk> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D06A4@JETMX003.int.cancom.de> <20111102145459.GY981@jibsheet.com> <9900C7068FE87C43AC0718D719CD0CFB0137266D0C87@JETMX003.int.cancom.de> <20111103145545.GE981@jibsheet.com> <20111103154537.GL2813@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <9900C7068FE87C43AC0718D719CD0CFB0137266D1040@JETMX003.int.cancom.de> Hi Dominic, agreed, it sounds very much like what I experience here. Sch?ne Gr??e, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Dominic Hargreaves Gesendet: Donnerstag, 3. November 2011 16:46 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] RT4 - mod_perl problem with apache2 On Thu, Nov 03, 2011 at 10:55:45AM -0400, Kevin Falcone wrote: > On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote: > > > > we had the same problem here, disabling the GPG Stuff made the segfaults go away. > > > > > > Were you actually using gpg, or did you just have the perl modules installed and that > > > was enough to cause segfaults? > > > > I have installed RT out of the box using Debian Packages which as far > > as I can see pulls all necessary dependencies into the system. RTs GPG > > configuration was on the defaults in RT_Config.pm, no changes are made > > by the deb. Once I disabled GPG as outlined in the docs (Enable => > > undef), the problem disappeared. > > So, is this a problem with the Debian packages, or do folks have > source installs of 4.0.2 on Debian that are having segfaults? Haven't delved through this thread in detail yet, but this sounds quite similar to . If anyone has anything to add to that bug report, that'd be helpful. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From kfcrocker at lbl.gov Thu Nov 3 13:03:17 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Nov 2011 10:03:17 -0700 Subject: [rt-users] Rights question In-Reply-To: <20111103144546.GB981@jibsheet.com> References: <20111103144546.GB981@jibsheet.com> Message-ID: Kevin, AHH. Thanks. Makes sense. Kenn LBNL On Thu, Nov 3, 2011 at 7:45 AM, Kevin Falcone wrote: > On Wed, Nov 02, 2011 at 01:07:17PM -0700, Kenneth Crocker wrote: > > What is the difference between "ModifyScrips" and "ExecuteCode"? The > wording for "ExecuteCode" > > says it allows the writing of perl code, but I thought that's what > "ModifyScrips" did. > > ExecuteCode affects changing Scrips, but also affects which Templates > you can change (compare Perl vs Simple templates as documented in > docs/customizing/templates.pod) > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 3 13:12:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 13:12:03 -0400 Subject: [rt-users] Custom search based on full months In-Reply-To: <4EB2BF3E.8050000@a-1networks.com> References: <4EB2BF3E.8050000@a-1networks.com> Message-ID: <20111103171203.GF981@jibsheet.com> On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: > I am looking to use RT's ticket search feature to show tickets that > were created "this month", ie November 1st - November 30th. Also > another search for "last month". we don't want anything that is - > 30 day or - 1 month. We're trying to setup a dashboard that shows > customers what is being worked on this month, and what was worked on > last month. btw this is in RT 3.8.8. Thanks in advance. Those are all parsed by Time::ParseDate, so anything it can handle we can use: https://metacpan.org/module/Time::ParseDate -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 3 13:13:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 13:13:27 -0400 Subject: [rt-users] Can I grant GroupA privilege to reset passwords for GroupB? In-Reply-To: References: Message-ID: <20111103171327.GG981@jibsheet.com> On Wed, Nov 02, 2011 at 12:02:10PM -0700, Brian Dugay wrote: > I have RT 3.8.4. One of the groups has asked me if a few members could be given the privilege > to reset passwords for all the members in the group. Thus far in my reading, I have not been > able to find a way to do this. Only thing I have found is > the [1]http://search.cpan.org/dist/RT-Extension-ResetPassword/. By the way, we are currently > using RT's internal authentication, (no external auth). Hi Brian Unfortunately, you can't grant AdminUsers on a Group level. So you could say that a Group can AdminUsers (which includes resetting passwords) for all users, but not just for a subset. This does seem like something that would be useful, but I'm not sure how much it would complicate the already complex ACL checks. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From IRoy at norseman.ca Thu Nov 3 13:14:28 2011 From: IRoy at norseman.ca (Ian Roy) Date: Thu, 3 Nov 2011 11:14:28 -0600 Subject: [rt-users] Lifecycle Question In-Reply-To: <9900C7068FE87C43AC0718D719CD0CFB0137266D101F@JETMX003.int.cancom.de> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D101F@JETMX003.int.cancom.de> Message-ID: <3D1C620F48622C45ACF9E601FC02C52C01A61478AA@NGMAIL.norseman.ca> If you copy the default lifecycle section from RT_Config.pm over to your RT_SiteConfig.pm file, you should have no problems making that change. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nehmer Torben Sent: November-03-11 9:54 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Lifecycle Question Hi there, I have a question about lifecycles (which are the next best thing to sliced bread in my opinion): Is it possible to adjust the default lifecycle without having to overwrite it completely? What I simply want to have are a few changed actions (basically we want responses on Resolve, not Comments). Now I don't want to overwrite the entire Lifecycle to keep things simple. Is this possible? Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 3 13:26:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Nov 2011 13:26:33 -0400 Subject: [rt-users] Lifecycle Question In-Reply-To: <9900C7068FE87C43AC0718D719CD0CFB0137266D101F@JETMX003.int.cancom.de> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D101F@JETMX003.int.cancom.de> Message-ID: <20111103172633.GH981@jibsheet.com> On Thu, Nov 03, 2011 at 04:53:40PM +0100, Nehmer Torben wrote: > Is it possible to adjust the default lifecycle without having to overwrite it completely? What > I simply want to have are a few changed actions (basically we want responses on Resolve, not > Comments). Now I don't want to overwrite the entire Lifecycle to keep things simple. Is this > possible? You can copy just default => { } and leave approvals in RT_Config.pm, but you do need to copy all of default in order to modify it. You can also add a new lifecycle without copying default from RT_Config.pm into RT_SiteConfig.pm To summarize, there's a very simple merge algorithm, but it only happens at the top level. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tackittj at reed.edu Thu Nov 3 14:56:31 2011 From: tackittj at reed.edu (Josh Tackitt) Date: Thu, 03 Nov 2011 11:56:31 -0700 Subject: [rt-users] show quoted text / hide quoted text Message-ID: <4EB2E3DF.6090103@reed.edu> Is there any way to set "show quoted text" to be disabled or expanded by default? Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 From root.kev at gmail.com Thu Nov 3 15:44:14 2011 From: root.kev at gmail.com (Kevin Fox) Date: Thu, 3 Nov 2011 15:44:14 -0400 Subject: [rt-users] Images in emails Message-ID: Hello all, I have finished setting up a new Ubuntu server running RT4.0.2, using modperl2/apache2 . The issue that I am having is that when users send an email with text and images in it, the images are being stripped out and shown as attachments in RT and the AdminCC/watcher emails. Example User sends: Text1 image1 text2 image2 RT displays/Emails AdminsCC Text1 text2 Attachments image1/image2 I have set the templates content type to html, and set to prefer richtext. Is there any way to make RT, and most importantly the emails that RT sends to the AdminCC/watchers format the same way that the email comes in? Thanks for any help! Kev -------------- next part -------------- An HTML attachment was scrubbed... URL: From tackittj at reed.edu Thu Nov 3 16:13:34 2011 From: tackittj at reed.edu (Josh Tackitt) Date: Thu, 03 Nov 2011 13:13:34 -0700 Subject: [rt-users] show quoted text / hide quoted text In-Reply-To: <4EB2E3DF.6090103@reed.edu> References: <4EB2E3DF.6090103@reed.edu> Message-ID: <4EB2F5EE.5060302@reed.edu> #rt says there's no built-in option for this but it could be accomplished with javascript. On 11/3/11 11:56 AM, Josh Tackitt wrote: > Is there any way to set "show quoted text" to be disabled or expanded by > default? > > Thanks, > Josh > > -- Reed College Computer Hardware Services 503-788-6661 From torben.nehmer at cancom.de Fri Nov 4 03:44:35 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Fri, 4 Nov 2011 08:44:35 +0100 Subject: [rt-users] Lifecycle Question In-Reply-To: <20111103172633.GH981@jibsheet.com> References: <9900C7068FE87C43AC0718D719CD0CFB0137266D101F@JETMX003.int.cancom.de> <20111103172633.GH981@jibsheet.com> Message-ID: <9900C7068FE87C43AC0718D719CD0CFB0137266D10AD@JETMX003.int.cancom.de> Hi there, thanks for the hints, worked like a breeze. Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Donnerstag, 3. November 2011 18:27 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Lifecycle Question On Thu, Nov 03, 2011 at 04:53:40PM +0100, Nehmer Torben wrote: > Is it possible to adjust the default lifecycle without having to overwrite it completely? What > I simply want to have are a few changed actions (basically we want responses on Resolve, not > Comments). Now I don't want to overwrite the entire Lifecycle to keep things simple. Is this > possible? You can copy just default => { } and leave approvals in RT_Config.pm, but you do need to copy all of default in order to modify it. You can also add a new lifecycle without copying default from RT_Config.pm into RT_SiteConfig.pm To summarize, there's a very simple merge algorithm, but it only happens at the top level. -kevin From ruz at bestpractical.com Fri Nov 4 08:48:40 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Nov 2011 16:48:40 +0400 Subject: [rt-users] Images in emails In-Reply-To: References: Message-ID: Hi, No option out of the box and solving it wouldn't very simple. On Thu, Nov 3, 2011 at 11:44 PM, Kevin Fox wrote: > Hello all, > > I have finished setting up a new Ubuntu server running RT4.0.2, using > modperl2/apache2 .? The issue that I am having is that when users send an > email with text and images in it, the images are being stripped out and > shown as attachments in RT and the AdminCC/watcher emails. > > Example > > User sends: > Text1 > image1 > text2 > image2 > > RT displays/Emails AdminsCC > Text1 > > text2 > > Attachments > image1/image2 > > I have set the templates content type to html, and set to prefer richtext. > Is there any way to make RT, and most importantly the emails that RT sends > to the AdminCC/watchers format the same way that the email comes in? > > Thanks for any help! > > Kev > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From root.kev at gmail.com Fri Nov 4 10:20:30 2011 From: root.kev at gmail.com (Kevin Fox) Date: Fri, 4 Nov 2011 10:20:30 -0400 Subject: [rt-users] Images in emails In-Reply-To: References: Message-ID: Ah, ok then. Thanks for letting me know Ruslan. I assume that is because the original email is broken up into attachments and text, and the format of the original email is not kept? Thanks again, Kev On Fri, Nov 4, 2011 at 8:48 AM, Ruslan Zakirov wrote: > Hi, > > No option out of the box and solving it wouldn't very simple. > > On Thu, Nov 3, 2011 at 11:44 PM, Kevin Fox wrote: > > Hello all, > > > > I have finished setting up a new Ubuntu server running RT4.0.2, using > > modperl2/apache2 . The issue that I am having is that when users send an > > email with text and images in it, the images are being stripped out and > > shown as attachments in RT and the AdminCC/watcher emails. > > > > Example > > > > User sends: > > Text1 > > image1 > > text2 > > image2 > > > > RT displays/Emails AdminsCC > > Text1 > > > > text2 > > > > Attachments > > image1/image2 > > > > I have set the templates content type to html, and set to prefer > richtext. > > Is there any way to make RT, and most importantly the emails that RT > sends > > to the AdminCC/watchers format the same way that the email comes in? > > > > Thanks for any help! > > > > Kev > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Fri Nov 4 10:43:50 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 04 Nov 2011 14:43:50 +0000 Subject: [rt-users] Emptying the reply to a ticket Message-ID: <4EB3FA26.60902@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I know this might sound a weird request, but I've noticed two types of behaviour when "Replying" in RT. In the first, when I click on "Actions->Reply" I get an empty text field. In the second, when I click on "Reply" on one of the history items, I get that item quoted. Is it possible to disable the quoting, and have both replies to generate just an empty text field? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOs/omAAoJEAqigArPBfJXPzYH/jG2hsDxFvJSyRZbTXmEENQE AmnsZXigR75EDoWqSg0pDO9F2mxqVRcXxrrJdSuwyqxEIu+UovlDAgPbh4iC9Cq7 BSehJr7stpuAV+V4VQSM2Wl9ynjD2CJXs23F93RMfqGydxdywBjHfEPBSY+Kp3OV xK8PhbPe2pzDqphXHLmZPlZJHfP7ef8GO7p2OBA4Nn9psgfYQQjdvPC7KqTn4Xyt 7mtZeoNziYDmVgtWzWuFxSmSUi5ZGfhwtgy03NHArlwxuT9WB5NFMWJZC/n5mjgd PCDYrYnret4ds7pVXeycJOqRreeGo41zhqCL9ZUjcJlXvWyNK+LgJbreZ0dzQQI= =xccc -----END PGP SIGNATURE----- From ruz at bestpractical.com Fri Nov 4 11:43:54 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 Nov 2011 19:43:54 +0400 Subject: [rt-users] Images in emails In-Reply-To: References: Message-ID: On Fri, Nov 4, 2011 at 6:20 PM, Kevin Fox wrote: > Ah, ok then. > > Thanks for letting me know Ruslan.? I assume that is because the original > email is broken up into attachments and text, and the format of the original > email is not kept? No, it's not broken up by RT, but by MUA that sends it. Each image is an attachment. Email is HTML where img tags have special URLs to point to attached images, so receiving agent can extract files for images from email's attachments. Even when RT shows HTML it uses scrubber to get rid of dangerous parts. IMG tags are also skipped. Not skiping tags is easy part, but rewriting src attributes to point to attached files is a little bit harder. Images are processed with libraries that have bugs that can be used to inject executable code into images, so it's better to give people link "show images in this email". This is doable, but needs development time. > > Thanks again, > > Kev > > On Fri, Nov 4, 2011 at 8:48 AM, Ruslan Zakirov > wrote: >> >> Hi, >> >> No option out of the box and solving it wouldn't very simple. >> >> On Thu, Nov 3, 2011 at 11:44 PM, Kevin Fox wrote: >> > Hello all, >> > >> > I have finished setting up a new Ubuntu server running RT4.0.2, using >> > modperl2/apache2 .? The issue that I am having is that when users send >> > an >> > email with text and images in it, the images are being stripped out and >> > shown as attachments in RT and the AdminCC/watcher emails. >> > >> > Example >> > >> > User sends: >> > Text1 >> > image1 >> > text2 >> > image2 >> > >> > RT displays/Emails AdminsCC >> > Text1 >> > >> > text2 >> > >> > Attachments >> > image1/image2 >> > >> > I have set the templates content type to html, and set to prefer >> > richtext. >> > Is there any way to make RT, and most importantly the emails that RT >> > sends >> > to the AdminCC/watchers format the same way that the email comes in? >> > >> > Thanks for any help! >> > >> > Kev >> > >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * ?Barcelona, Spain ? November 28 & 29, 2011 >> > >> >> >> >> -- >> Best regards, Ruslan. > > -- Best regards, Ruslan. From ram0502 at gmail.com Fri Nov 4 13:37:25 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Fri, 4 Nov 2011 17:37:25 +0000 Subject: [rt-users] REST user Message-ID: Hi all, I'm using the REST interface as a gateway between my web-app and RT. It's pretty close to done - the one thing I'm having a problem with is assuming the requestor's identity when adding correspondence. By way of example: 1 User logs in to web-app and fills out a support request form 2 web-app uses REST account to create ticket OBO of user (set's the requestor to be the actual customer's email addres) all the normal RT mails go out to the requestor 3 Any time the user comes to check on the status of their ticket(s) the web-app uses the REST account to query RT and provide a subset of the ticket info back 4 User may then 'add-correspondence' to the ticket via the web-app in which ase the app uses the REST account to add the correspondence to the ticket. The problem is that the correspondence shows that it was added by the REST user - is there a reasonable way around this? thanks ram From gentgeen at wikiak.org Fri Nov 4 16:36:46 2011 From: gentgeen at wikiak.org (Kevin Squire) Date: Fri, 4 Nov 2011 16:36:46 -0400 Subject: [rt-users] Slow Response Time when Email involved Message-ID: <20111104163646.73b95c17@longshot.localdomain> We have been using RT for a long time now (3 or 4 years?) and have had great success. Starting sometime in Aug, we found that there was a LARGE delay when ever updating a ticket in ANY way that would include sending emails. Since it was also that start of the school year, we just assumed 'beginning of year' load issues. Well the problem is still there. Anytime an email has to go out, there is exactly a 12 second delay in the logs. This then causes the page load to be greater then 12 seconds. It does not seem to matter what time of day, or if the email includes attachments, etc. So I went through the code, pretty much line by line, adding comments to try and narrow down WHERE the delay is, but now I am stuck. I have edited both $RT_INSTALL/lib/RT/Action/SendEmail.pm and $RT_INSTALL/lib/RT/Interface/Email.pm SendEmail.pm now has "Ticker #" and Email.pm has "Ticker 1#" Here are my logs: Nov 4 16:09:16 outrigger RT: KDS Ticker 0 . (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4 16:09:16 outrigger RT: KDS Ticker 10 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4 16:09:16 outrigger RT: KDS Ticker 11 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4 16:09:16 outrigger RT: KDS Ticker 11-0 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4 16:09:16 outrigger RT: KDS Ticker 11-0-1 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4 16:09:16 outrigger RT: KDS Ticker 11-0-2 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4 16:09:16 outrigger RT: KDS Ticker 11-0-3 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4 16:09:28 outrigger RT: KDS Ticker 11-0-4 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4 16:09:28 outrigger RT: KDS Ticker 11-1 (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4 16:09:28 outrigger RT: sent To: gentgeen at wikiak.org (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331) The 12 Second delay is between 11-0-3 and 11-0-4 Here is my modified code (Email.pm): $RT::Logger->info( " KDS Ticker 11-0 " ); eval { # don't ignore CHLD signal to get proper exit code local $SIG{'CHLD'} = 'DEFAULT'; $RT::Logger->info( " KDS Ticker 11-0-1 " ); open my $mail, "|$path $args" or die "couldn't execute program: $!"; $RT::Logger->info( " KDS Ticker 11-0-2 " ); # if something wrong with $mail->print we will get PIPE signal, handle it local $SIG{'PIPE'} = sub { die "program unexpectedly closed pipe" }; $args{'Entity'}->print($mail); $RT::Logger->info( " KDS Ticker 11-0-3 " ); unless ( close $mail ) { die "close pipe failed: $!" if $!; # system error # sendmail exit statuses mostly errors with data not software # TODO: status parsing: core dump, exit on signal or EX_* my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127; $RT::Logger->error( $msg ); } $RT::Logger->info( " KDS Ticker 11-0-4 " ); }; $RT::Logger->info( " KDS Ticker 11-1 " ); Can anyone PLEASE help me narrow this down ... I am just at a lost now. I just don't know enough Perl to understand what is going on or why the large delay right at: unless ( close $mail ) { die "close pipe failed: $!" if $!; # system error # sendmail exit statuses mostly errors with data not software # TODO: status parsing: core dump, exit on signal or EX_* my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127; $RT::Logger->error( $msg ); } -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From gentgeen at wikiak.org Fri Nov 4 16:56:49 2011 From: gentgeen at wikiak.org (Kevin Squire) Date: Fri, 4 Nov 2011 16:56:49 -0400 Subject: [rt-users] Slow Response Time when Email involved In-Reply-To: <20111104163646.73b95c17@longshot.localdomain> References: <20111104163646.73b95c17@longshot.localdomain> Message-ID: <20111104165649.5989fc76@longshot.localdomain> Sorry to reply to my own... but since it was after work hours, I commented out the section that I thought was slowing things down: # unless ( close $mail ) { # die "close pipe failed: $!" if $!; # system error # sendmail exit statuses mostly errors with data not software # TODO: status parsing: core dump, exit on signal or EX_* # my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8); # $msg = ", interrupted by signal ". ($?&127) if $?&127; # $RT::Logger->error( $msg ); # } Well all that did was move the perceived slowdown. Now it seems to be between 11-0-4 and 11-1 (but only thing there is a } ) ... So I am even more confused now what the problem might be. On Fri, 4 Nov 2011 16:36:46 -0400 Kevin Squire wrote: > We have been using RT for a long time now (3 or 4 years?) and have had > great success. Starting sometime in Aug, we found that there was a > LARGE delay when ever updating a ticket in ANY way that would include > sending emails. Since it was also that start of the school year, we > just assumed 'beginning of year' load issues. Well the problem is > still there. > > Anytime an email has to go out, there is exactly a 12 second delay in > the logs. This then causes the page load to be greater then 12 > seconds. It does not seem to matter what time of day, or if the email > includes attachments, etc. > > So I went through the code, pretty much line by line, adding comments > to try and narrow down WHERE the delay is, but now I am stuck. > > I have edited both > $RT_INSTALL/lib/RT/Action/SendEmail.pm and > $RT_INSTALL/lib/RT/Interface/Email.pm > > SendEmail.pm now has "Ticker #" and Email.pm has "Ticker 1#" > > Here are my logs: > Nov 4 16:09:16 outrigger RT: > KDS Ticker 0 . > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4 > 16:09:16 outrigger RT: KDS Ticker 10 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4 > 16:09:16 outrigger RT: KDS Ticker 11 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4 > 16:09:16 outrigger RT: KDS Ticker 11-0 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4 > 16:09:16 outrigger RT: KDS Ticker 11-0-1 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4 > 16:09:16 outrigger RT: KDS Ticker 11-0-2 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4 > 16:09:16 outrigger RT: KDS Ticker 11-0-3 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4 > 16:09:28 outrigger RT: KDS Ticker 11-0-4 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4 > 16:09:28 outrigger RT: KDS Ticker 11-1 > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4 > 16:09:28 outrigger RT: > sent To: > gentgeen at wikiak.org > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331) > > > The 12 Second delay is between 11-0-3 and 11-0-4 > > Here is my modified code (Email.pm): > > > $RT::Logger->info( " KDS Ticker 11-0 " ); > eval { > # don't ignore CHLD signal to get proper exit code > local $SIG{'CHLD'} = 'DEFAULT'; > $RT::Logger->info( " KDS Ticker 11-0-1 " ); > open my $mail, "|$path $args" or die "couldn't execute > program: $!"; $RT::Logger->info( " KDS Ticker 11-0-2 " ); > # if something wrong with $mail->print we will get PIPE > signal, handle it local $SIG{'PIPE'} = sub { die "program unexpectedly > closed pipe" }; $args{'Entity'}->print($mail); > $RT::Logger->info( " KDS Ticker 11-0-3 " ); > unless ( close $mail ) { > die "close pipe failed: $!" if $!; # system error > # sendmail exit statuses mostly errors with data not > software # TODO: status parsing: core dump, exit on signal or EX_* > my $msg = "$msgid: `$path $args` exitted with code ". > ($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127; > $RT::Logger->error( $msg ); > } > $RT::Logger->info( " KDS Ticker 11-0-4 " ); > }; > $RT::Logger->info( " KDS Ticker 11-1 " ); > > > Can anyone PLEASE help me narrow this down ... I am just at a lost > now. I just don't know enough Perl to understand what is going on or > why the large delay right at: > > unless ( close $mail ) { > die "close pipe failed: $!" if $!; # system error > # sendmail exit statuses mostly errors with data not software > # TODO: status parsing: core dump, exit on signal or EX_* > my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8); > $msg = ", interrupted by signal ". ($?&127) if $?&127; > $RT::Logger->error( $msg ); > } > > -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From falcone at bestpractical.com Fri Nov 4 18:04:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 4 Nov 2011 18:04:30 -0400 Subject: [rt-users] Slow Response Time when Email involved In-Reply-To: <20111104165649.5989fc76@longshot.localdomain> References: <20111104163646.73b95c17@longshot.localdomain> <20111104165649.5989fc76@longshot.localdomain> Message-ID: <20111104220430.GI981@jibsheet.com> On Fri, Nov 04, 2011 at 04:56:49PM -0400, Kevin Squire wrote: > Sorry to reply to my own... but since it was after work hours, I > commented out the section that I thought was slowing things down: This isn't RT being slow, this is the command you pipe mail to being slow. It may be doing DNS lookups incredibly slowly or if you're using sendmail it may be trying to relay the mail before finishing. We document a solution for this for sendmail in the configuration that ships with RT. For non-sendmail mailers, it's usually DNS. -kevin > # unless ( close $mail ) { > # die "close pipe failed: $!" if $!; # system error > # sendmail exit statuses mostly errors with data not software > # TODO: status parsing: core dump, exit on signal or EX_* > # my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8); > # $msg = ", interrupted by signal ". ($?&127) if $?&127; > # $RT::Logger->error( $msg ); > # } > > Well all that did was move the perceived slowdown. Now it seems to be > between 11-0-4 and 11-1 (but only thing there is a } ) ... So I am > even more confused now what the problem might be. > > > > > > On Fri, 4 Nov 2011 16:36:46 -0400 > Kevin Squire wrote: > > > We have been using RT for a long time now (3 or 4 years?) and have had > > great success. Starting sometime in Aug, we found that there was a > > LARGE delay when ever updating a ticket in ANY way that would include > > sending emails. Since it was also that start of the school year, we > > just assumed 'beginning of year' load issues. Well the problem is > > still there. > > > > Anytime an email has to go out, there is exactly a 12 second delay in > > the logs. This then causes the page load to be greater then 12 > > seconds. It does not seem to matter what time of day, or if the email > > includes attachments, etc. > > > > So I went through the code, pretty much line by line, adding comments > > to try and narrow down WHERE the delay is, but now I am stuck. > > > > I have edited both > > $RT_INSTALL/lib/RT/Action/SendEmail.pm and > > $RT_INSTALL/lib/RT/Interface/Email.pm > > > > SendEmail.pm now has "Ticker #" and Email.pm has "Ticker 1#" > > > > Here are my logs: > > Nov 4 16:09:16 outrigger RT: > > KDS Ticker 0 . > > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4 > > 16:09:16 outrigger RT: KDS Ticker 10 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4 > > 16:09:16 outrigger RT: KDS Ticker 11 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4 > > 16:09:16 outrigger RT: KDS Ticker 11-0 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4 > > 16:09:16 outrigger RT: KDS Ticker 11-0-1 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4 > > 16:09:16 outrigger RT: KDS Ticker 11-0-2 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4 > > 16:09:16 outrigger RT: KDS Ticker 11-0-3 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4 > > 16:09:28 outrigger RT: KDS Ticker 11-0-4 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4 > > 16:09:28 outrigger RT: KDS Ticker 11-1 > > (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4 > > 16:09:28 outrigger RT: > > sent To: > > gentgeen at wikiak.org > > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331) > > > > > > The 12 Second delay is between 11-0-3 and 11-0-4 > > > > Here is my modified code (Email.pm): > > > > > > $RT::Logger->info( " KDS Ticker 11-0 " ); > > eval { > > # don't ignore CHLD signal to get proper exit code > > local $SIG{'CHLD'} = 'DEFAULT'; > > $RT::Logger->info( " KDS Ticker 11-0-1 " ); > > open my $mail, "|$path $args" or die "couldn't execute > > program: $!"; $RT::Logger->info( " KDS Ticker 11-0-2 " ); > > # if something wrong with $mail->print we will get PIPE > > signal, handle it local $SIG{'PIPE'} = sub { die "program unexpectedly > > closed pipe" }; $args{'Entity'}->print($mail); > > $RT::Logger->info( " KDS Ticker 11-0-3 " ); > > unless ( close $mail ) { > > die "close pipe failed: $!" if $!; # system error > > # sendmail exit statuses mostly errors with data not > > software # TODO: status parsing: core dump, exit on signal or EX_* > > my $msg = "$msgid: `$path $args` exitted with code ". > > ($?>>8); $msg = ", interrupted by signal ". ($?&127) if $?&127; > > $RT::Logger->error( $msg ); > > } > > $RT::Logger->info( " KDS Ticker 11-0-4 " ); > > }; > > $RT::Logger->info( " KDS Ticker 11-1 " ); > > > > > > Can anyone PLEASE help me narrow this down ... I am just at a lost > > now. I just don't know enough Perl to understand what is going on or > > why the large delay right at: > > > > unless ( close $mail ) { > > die "close pipe failed: $!" if $!; # system error > > # sendmail exit statuses mostly errors with data not software > > # TODO: status parsing: core dump, exit on signal or EX_* > > my $msg = "$msgid: `$path $args` exitted with code ". ($?>>8); > > $msg = ", interrupted by signal ". ($?&127) if $?&127; > > $RT::Logger->error( $msg ); > > } > > > > > > > -- > http://www.wikiak.org > > ############################################################# > Associate yourself with men of good quality if you esteem > your own reputation; for 'tis better to be alone then in bad > company. - George Washington, Rules of Civility > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 4 18:06:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 4 Nov 2011 18:06:02 -0400 Subject: [rt-users] REST user In-Reply-To: References: Message-ID: <20111104220602.GJ981@jibsheet.com> On Fri, Nov 04, 2011 at 05:37:25PM +0000, Ram Moskovitz wrote: > I'm using the REST interface as a gateway between my web-app and RT. > It's pretty close to done - the one thing I'm having a problem with is > assuming the requestor's identity when adding correspondence. By way > of example: > > 1 User logs in to web-app and fills out a support request form > 2 web-app uses REST account to create ticket OBO of user (set's the > requestor to be the actual customer's email addres) all the normal RT > mails go out to the requestor > 3 Any time the user comes to check on the status of their ticket(s) > the web-app uses the REST account to query RT and provide a subset of > the ticket info back > 4 User may then 'add-correspondence' to the ticket via the web-app in > which ase the app uses the REST account to add the correspondence to > the ticket. > > The problem is that the correspondence shows that it was added by the > REST user - is there a reasonable way around this? Not unless you can log in as the user via the REST interface. The Perl API allows you to load the ticket as a user and Correspond as them. I assume our SelfService interface wasn't sufficient for your needs? So far you've listed features it has, and it handles Correspondence correctly. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gekkoman at illimitable.com Fri Nov 4 21:04:37 2011 From: gekkoman at illimitable.com (gekkoman) Date: Sat, 05 Nov 2011 12:04:37 +1100 Subject: [rt-users] Entering Multiple Select Items in a Custom Field through REST Interface In-Reply-To: <4EB46F3D.2030304@illimitable.com> References: <4EB46F3D.2030304@illimitable.com> Message-ID: <4EB48BA5.5010304@illimitable.com> Greetings, Is this possible? I can populate the custom field easily enough through the REST interface with the CF.{field name} format. Don't seem to be able to resolve this back to selections in a multiple entry CF. The REST interface itself returns comma delimited list when displaying a ticket with a multiple item CF selection, so it seems sensible to be able to pass the same result back to RT and have it yield the original result. This does not appear to work. More appropriate may be the ability to pass repetitive key definitions eg CF.{field name A}: Select Item 1 CF.{field name A}: Select Item 2 .. Regards Tarek -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From ram0502 at gmail.com Sat Nov 5 11:50:03 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Sat, 5 Nov 2011 15:50:03 +0000 Subject: [rt-users] REST user Message-ID: > On Fri, Nov 04, 2011 at 05:37:25PM +0000, Ram Moskovitz wrote: > > I'm using the REST interface as a gateway between my web-app and RT. > > It's pretty close to done - the one thing I'm having a problem with is > > assuming the requestor's identity when adding correspondence. By way > > of example: > > > > 1 User logs in to web-app and fills out a support request form > > 2 web-app uses REST account to create ticket OBO of user (set's the > > requestor to be the actual customer's email addres) all the normal RT > > mails go out to the requestor > > 3 Any time the user comes to check on the status of their ticket(s) > > the web-app uses the REST account to query RT and provide a subset of > > the ticket info back > > 4 User may then 'add-correspondence' to the ticket via the web-app in > > which ase the app uses the REST account to add the correspondence to > > the ticket. > > > > The problem is that the correspondence shows that it was added by the > > REST user - is there a reasonable way around this? > Not unless you can log in as the user via the REST interface. > The Perl API allows you to load the ticket as a user and Correspond as > them. > I assume our SelfService interface wasn't sufficient for your needs? > So far you've listed features it has, and it handles Correspondence > correctly. > -kevin I can have the web-app login as the user via the REST interface in theory. Currently the users are auto-created and unprivileged - does that have to change? As for using the native RT self-service web interface - I don't want to frame it with-in my app and I don't want to swizzle my app through RT. From bart at pleh.info Sun Nov 6 15:56:55 2011 From: bart at pleh.info (Bart) Date: Sun, 6 Nov 2011 21:56:55 +0100 Subject: [rt-users] Entering Multiple Select Items in a Custom Field through REST Interface In-Reply-To: <4EB48BA5.5010304@illimitable.com> References: <4EB46F3D.2030304@illimitable.com> <4EB48BA5.5010304@illimitable.com> Message-ID: Hi, I don't really have a setup where I can test this but you've mentioned that the REST interface returns comma delimited list, have you tried entering the CF value with a comma delimited entry? Something like this: CF-'Field A': 'item 1', 'item 2', 'item 3' When I have some time I'll see if I can test this in my testing environment. -- Bart 2011/11/5 gekkoman > Greetings, > > Is this possible? > > I can populate the custom field easily enough through the REST interface > with the CF.{field name} format. > > Don't seem to be able to resolve this back to selections in a multiple > entry CF. > > The REST interface itself returns comma delimited list when displaying a > ticket with a multiple item CF selection, so it seems sensible to be > able to pass the same result back to RT and have it yield the original > result. This does not appear to work. > > > More appropriate may be the ability to pass repetitive key definitions > eg > CF.{field name A}: Select Item 1 > CF.{field name A}: Select Item 2 > .. > > > Regards > > Tarek > > -- > This message has been scanned for viruses and > dangerous content by MailScanner, and is > believed to be clean. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Sun Nov 6 16:06:08 2011 From: bart at pleh.info (Bart) Date: Sun, 6 Nov 2011 22:06:08 +0100 Subject: [rt-users] REST user In-Reply-To: References: Message-ID: Hi, Apart from the user creating the actual ticket, isn't it enough to have the person creating the ticket on your web portal to be listed as the requestor? The only difference is the history log showing that your REST user did the actual registration but all other content should be normal + if the user wrote down his/her e-mail correctly then they'd also receive the AutoReply e-mail. Though that's all about how you want to view the history log, if having the actual username/e-mail as actioning user for the ticket creating is important then you could try to make all users privileged (imho, not a nice situation if it isn't needed/required), or have your web-app send an e-mail to RT with the requestors e-mail adres in the from field. But with the last part you'd lose the ability to assign CF's or other values. I'm not much of a developer but I'd say those are pretty much your options, where I'd either accept the fact that the REST user created a ticket (with all other values/fields perfectly filled, inc. requestor) or make an interface that sends an e-mail (and maybe combine that with the command by mail function?). -- Bart 2011/11/5 Ram Moskovitz > > On Fri, Nov 04, 2011 at 05:37:25PM +0000, Ram Moskovitz wrote: > > > I'm using the REST interface as a gateway between my web-app and RT. > > > It's pretty close to done - the one thing I'm having a problem with is > > > assuming the requestor's identity when adding correspondence. By way > > > of example: > > > > > > 1 User logs in to web-app and fills out a support request form > > > 2 web-app uses REST account to create ticket OBO of user (set's the > > > requestor to be the actual customer's email addres) all the normal RT > > > mails go out to the requestor > > > 3 Any time the user comes to check on the status of their ticket(s) > > > the web-app uses the REST account to query RT and provide a subset of > > > the ticket info back > > > 4 User may then 'add-correspondence' to the ticket via the web-app in > > > which ase the app uses the REST account to add the correspondence to > > > the ticket. > > > > > > The problem is that the correspondence shows that it was added by the > > > REST user - is there a reasonable way around this? > > Not unless you can log in as the user via the REST interface. > > The Perl API allows you to load the ticket as a user and Correspond as > > them. > > I assume our SelfService interface wasn't sufficient for your needs? > > So far you've listed features it has, and it handles Correspondence > > correctly. > > -kevin > > I can have the web-app login as the user via the REST interface in > theory. Currently the users are auto-created and unprivileged - does > that have to change? > > As for using the native RT self-service web interface - I don't want > to frame it with-in my app and I don't want to swizzle my app through > RT. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Sun Nov 6 16:13:13 2011 From: bart at pleh.info (Bart) Date: Sun, 6 Nov 2011 22:13:13 +0100 Subject: [rt-users] Entering Multiple Select Items in a Custom Field through REST Interface In-Reply-To: References: <4EB46F3D.2030304@illimitable.com> <4EB48BA5.5010304@illimitable.com> Message-ID: sorry, noticed the syntax doesn't make sense O_o Should be more like this: set CF-'Field A'='item 1','item 2','item 3' -- Bart 2011/11/6 Bart > Hi, > > I don't really have a setup where I can test this but you've mentioned > that the REST interface returns comma delimited list, have you tried > entering the CF value with a comma delimited entry? Something like this: > > CF-'Field A': 'item 1', 'item 2', 'item 3' > > When I have some time I'll see if I can test this in my testing > environment. > > -- Bart > > > > 2011/11/5 gekkoman > >> Greetings, >> >> Is this possible? >> >> I can populate the custom field easily enough through the REST interface >> with the CF.{field name} format. >> >> Don't seem to be able to resolve this back to selections in a multiple >> entry CF. >> >> The REST interface itself returns comma delimited list when displaying a >> ticket with a multiple item CF selection, so it seems sensible to be >> able to pass the same result back to RT and have it yield the original >> result. This does not appear to work. >> >> >> More appropriate may be the ability to pass repetitive key definitions >> eg >> CF.{field name A}: Select Item 1 >> CF.{field name A}: Select Item 2 >> .. >> >> >> Regards >> >> Tarek >> >> -- >> This message has been scanned for viruses and >> dangerous content by MailScanner, and is >> believed to be clean. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jimmers.inbox at gmail.com Sun Nov 6 19:11:08 2011 From: jimmers.inbox at gmail.com (Jim T) Date: Mon, 7 Nov 2011 00:11:08 +0000 Subject: [rt-users] Adding users Message-ID: Hello, I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to "Allow this user to access RT" in any of the db fields. Does anybody know how I can achieve this? Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Sun Nov 6 19:45:08 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Mon, 7 Nov 2011 11:45:08 +1100 Subject: [rt-users] Adding users In-Reply-To: References: Message-ID: <8CEF048B9EC83748B1517DC64EA130FB67DBBD08BB@off-win2003-01.ausregistrygroup.local> That would probably be in Principals, with the 'Disabled' field set to '0'. That being said, you should probably use the API to create users en-masse. It would avoid minor problems like this. Stuart From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim T Sent: Monday, 7 November 2011 11:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Adding users Hello, I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to "Allow this user to access RT" in any of the db fields. Does anybody know how I can achieve this? Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From jimmers.inbox at gmail.com Sun Nov 6 20:44:44 2011 From: jimmers.inbox at gmail.com (Jim T) Date: Mon, 7 Nov 2011 01:44:44 +0000 Subject: [rt-users] Adding users In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB67DBBD08BB@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB67DBBD08BB@off-win2003-01.ausregistrygroup.local> Message-ID: Hi Stuart, Thanks for the reply, I'd just managed to figure it it out. Never used the API, but sounds like I should should. Can you offer any pointers? Regards, Jim On Mon, Nov 7, 2011 at 12:45 AM, Stuart Browne < stuart.browne at ausregistry.com.au> wrote: > That would probably be in Principals, with the 'Disabled' field set to '0'. > **** > > ** ** > > That being said, you should probably use the API to create users > en-masse. It would avoid minor problems like this.**** > > ** ** > > Stuart**** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Jim T > *Sent:* Monday, 7 November 2011 11:11 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Adding users**** > > ** ** > > Hello, > > I have to add about 80 users to RT. These will be unprivileged users that > will use the SelfService link to create tickets. I have succesfully > imported the users directly into MySQL on a test system with phpMyAdmin. > However I can't find where to "Allow this user to access RT" in any of the > db fields. Does anybody know how I can achieve this? > > Regards, Jim**** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gekkoman at illimitable.com Sun Nov 6 20:54:57 2011 From: gekkoman at illimitable.com (gekkoman) Date: Mon, 7 Nov 2011 12:54:57 +1100 Subject: [rt-users] Entering Multiple Select Items in a Custom Field through REST Interface In-Reply-To: References: <4EB46F3D.2030304@illimitable.com> <4EB48BA5.5010304@illimitable.com> Message-ID: <6f7a1fec5b9fd6a72cb7282928516d93.squirrel@mail2.illimitable.com> Bart, have tried multiple variations on this theme to no avail. I suspect a delve into the code base will be required. My best guess is this feature is not yet supported. One would be fine with this, except for the fact that if one edits the ticket at a later stage it by default deletes the custom entry field of content which is not ok. Regards Tarek > sorry, noticed the syntax doesn't make sense O_o > > Should be more like this: > > set CF-'Field A'='item 1','item 2','item 3' > > > -- Bart > > > 2011/11/6 Bart > >> Hi, >> >> I don't really have a setup where I can test this but you've mentioned >> that the REST interface returns comma delimited list, have you tried >> entering the CF value with a comma delimited entry? Something like this: >> >> CF-'Field A': 'item 1', 'item 2', 'item 3' >> >> When I have some time I'll see if I can test this in my testing >> environment. >> >> -- Bart >> >> >> >> 2011/11/5 gekkoman >> >>> Greetings, >>> >>> Is this possible? >>> >>> I can populate the custom field easily enough through the REST >>> interface >>> with the CF.{field name} format. >>> >>> Don't seem to be able to resolve this back to selections in a multiple >>> entry CF. >>> >>> The REST interface itself returns comma delimited list when displaying >>> a >>> ticket with a multiple item CF selection, so it seems sensible to be >>> able to pass the same result back to RT and have it yield the original >>> result. This does not appear to work. >>> >>> >>> More appropriate may be the ability to pass repetitive key definitions >>> eg >>> CF.{field name A}: Select Item 1 >>> CF.{field name A}: Select Item 2 >>> .. >>> >>> >>> Regards >>> >>> Tarek >>> >>> -- >>> This message has been scanned for viruses and >>> dangerous content by MailScanner, and is >>> believed to be clean. >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Barcelona, Spain November 28 & 29, 2011 >>> >> >> > > -- > This message has been scanned for viruses and > dangerous content by MailScanner, and is > believed to be clean. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From stuart.browne at ausregistry.com.au Sun Nov 6 22:33:32 2011 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Mon, 7 Nov 2011 14:33:32 +1100 Subject: [rt-users] Adding users In-Reply-To: References: <8CEF048B9EC83748B1517DC64EA130FB67DBBD08BB@off-win2003-01.ausregistrygroup.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB67DBBD09C7@off-win2003-01.ausregistrygroup.local> Sorry, was trying to dig up some example code for you, but the system I have it on crashed :-/ boo. This thread has the basics of it though: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg26316.html From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim T Sent: Monday, 7 November 2011 12:45 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding users Hi Stuart, Thanks for the reply, I'd just managed to figure it it out. Never used the API, but sounds like I should should. Can you offer any pointers? Regards, Jim On Mon, Nov 7, 2011 at 12:45 AM, Stuart Browne > wrote: That would probably be in Principals, with the 'Disabled' field set to '0'. That being said, you should probably use the API to create users en-masse. It would avoid minor problems like this. Stuart From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim T Sent: Monday, 7 November 2011 11:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Adding users Hello, I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to "Allow this user to access RT" in any of the db fields. Does anybody know how I can achieve this? Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From noc at fohnet.co.uk Mon Nov 7 03:44:24 2011 From: noc at fohnet.co.uk (Richard Clark) Date: Mon, 7 Nov 2011 08:44:24 +0000 Subject: [rt-users] Adding users In-Reply-To: <25210941.2131.1320624709522.JavaMail.mobile-sync@ynbo32> References: <25210941.2131.1320624709522.JavaMail.mobile-sync@ynbo32> Message-ID: <-3925573613053464834@unknownmsgid> On 7 Nov 2011, at 00:11, Jim T wrote: > Hello, > > I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to "Allow this user to access RT" in any of the db fields. Does anybody know how I can achieve this? > > Regards, Jim > -------- Do it using one of the APIs rather than interfacing with the DB directly. It's generally a bad idea to do this unless you have a full understanding of the schema, and it sounds in this case like you don't. I can share some code examples if needed. -- Richard Clark richard at fohnet.co.uk From noc at fohnet.co.uk Mon Nov 7 04:08:13 2011 From: noc at fohnet.co.uk (Richard Clark) Date: Mon, 7 Nov 2011 09:08:13 +0000 Subject: [rt-users] Adding users In-Reply-To: <8108168.5583.1320630328490.JavaMail.mobile-sync@bfkl22> References: <8CEF048B9EC83748B1517DC64EA130FB67DBBD08BB@off-win2003-01.ausregistrygroup.local> <8108168.5583.1320630328490.JavaMail.mobile-sync@bfkl22> Message-ID: <7623065788911110102@unknownmsgid> On 7 Nov 2011, at 01:45, Jim T wrote: > Hi Stuart, > > Thanks for the reply, I'd just managed to figure it it out. Never used the API, but sounds like I should should. Can you offer any pointers? > > Regards, Jim Here's a script that I wrote a while ago: git://gist.github.com/1344505.git -- Richard Clark richard at fohnet.co.uk From michele.pinassi at unisi.it Mon Nov 7 05:55:21 2011 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Mon, 07 Nov 2011 11:55:21 +0100 Subject: [rt-users] RT 4.0 and FastCGI (fcgid) problem Message-ID: <4EB7B919.1060202@unisi.it> Hi all, after some problems (CPU hungry) with my RT's modperl installation, i decide to try with FastCGI. After got fcgid module, enable it, and recompile RT to use fastcgi (keeping modperl) as a backend: # make upgrade /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi --with-modperl2 --with-standalone .... i modify my default-ssl site configuration on Apache2 as follow: ServerAdmin webmaster at xxxx DocumentRoot "/opt/rt4/share/html" Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi but, when i try to load RT web page, i got a: Not Found The requested URL / was not found on this server. Apache/2.2.16 (Debian) Server at xxxx Port 443 and, on error.log: [Mon Nov 07 11:31:57 2011] [error] File does not exist: /opt/rt4/sbin/rt-server.fcgi/ i did several tries, cheching permissions and so on, but unsuccessfully. If i modify ScriptAlias as: ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/ i got: You're almost there! You haven't yet configured your webserver to run RT. .... and if i try loading http://xxxx/rt i receive a 404 and a "File does not exists" in error log Any hint ? Thanks, Michele -- Michele Pinassi Servizio Reti, Sistemi e Sicurezza Informatica Universit? degli Studi di Siena tel: 0577.(23)2169 https://sites.google.com/a/unisi.it/o-zone/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From jimmers.inbox at gmail.com Mon Nov 7 06:19:09 2011 From: jimmers.inbox at gmail.com (Jim T) Date: Mon, 7 Nov 2011 11:19:09 +0000 Subject: [rt-users] Adding users In-Reply-To: <7623065788911110102@unknownmsgid> References: <8CEF048B9EC83748B1517DC64EA130FB67DBBD08BB@off-win2003-01.ausregistrygroup.local> <8108168.5583.1320630328490.JavaMail.mobile-sync@bfkl22> <7623065788911110102@unknownmsgid> Message-ID: Thank you both Richard and Stuart. On Mon, Nov 7, 2011 at 9:08 AM, Richard Clark wrote: > On 7 Nov 2011, at 01:45, Jim T wrote: > > > Hi Stuart, > > > > Thanks for the reply, I'd just managed to figure it it out. Never used > the API, but sounds like I should should. Can you offer any pointers? > > > > Regards, Jim > > Here's a script that I wrote a while ago: > > git://gist.github.com/1344505.git > > > -- > Richard Clark > richard at fohnet.co.uk > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Nov 7 09:46:18 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Nov 2011 09:46:18 -0500 Subject: [rt-users] Adding users In-Reply-To: References: Message-ID: <4EB7EF3A.9070503@bestpractical.com> On 11/06/2011 07:11 PM, Jim T wrote: > I have to add about 80 users to RT. These will be unprivileged users > that will use the SelfService link to create tickets. I have succesfully > imported the users directly into MySQL on a test system with phpMyAdmin. > However I can't find where to "Allow this user to access RT" in any of > the db fields. Does anybody know how I can achieve this? As others have said, but I want to stress: don't users directly in the DB. Besides flags like Disabled, you'll also probably miss the acl equivalence group, group membership records, cached group membership records, etc. Things will behave very poorly with that information missing. If you've already done this on a production system where you can back out the changes, please run rt-validator which may be able to fix some of the problems. Thomas From Izz.Abdullah at hibbett.com Mon Nov 7 09:52:51 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 7 Nov 2011 08:52:51 -0600 Subject: [rt-users] Adding users In-Reply-To: <4EB7EF3A.9070503@bestpractical.com> References: <4EB7EF3A.9070503@bestpractical.com> Message-ID: I have a question then regarding this. We are at the point now we are ready to move our 3.8.6 database to our 4.0.2 installation. I am using LDAP authentication in the new install, but it was not being used in the 3.8.6 install. At some point in the past, the group here imported ALL LDAP users into MySQL so that accounts would already be created for them. I had planned to go in and run a sql script I have put together to delete all MySQL local users (except for a few in IT, and the needed Nobody, RT_System, root, etc.) directly. Can someone point me in a 'better' way to do this using the API? These are all unprivileged users, and maintaining history correlation for the accounts in which I will remove is not an issue (e.g. it is ok that old tickets will not have an owner associated with them). -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 8:46 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/06/2011 07:11 PM, Jim T wrote: > I have to add about 80 users to RT. These will be unprivileged users > that will use the SelfService link to create tickets. I have succesfully > imported the users directly into MySQL on a test system with phpMyAdmin. > However I can't find where to "Allow this user to access RT" in any of > the db fields. Does anybody know how I can achieve this? As others have said, but I want to stress: don't users directly in the DB. Besides flags like Disabled, you'll also probably miss the acl equivalence group, group membership records, cached group membership records, etc. Things will behave very poorly with that information missing. If you've already done this on a production system where you can back out the changes, please run rt-validator which may be able to fix some of the problems. Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From trs at bestpractical.com Mon Nov 7 10:25:23 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Nov 2011 10:25:23 -0500 Subject: [rt-users] Adding users In-Reply-To: References: <4EB7EF3A.9070503@bestpractical.com> Message-ID: <4EB7F863.1000004@bestpractical.com> On 11/07/2011 09:52 AM, Izz Abdullah wrote: > I have a question then regarding this. We are at the point now we > are ready to move our 3.8.6 database to our 4.0.2 installation. I am > using LDAP authentication in the new install, but it was not being > used in the 3.8.6 install. At some point in the past, the group here > imported ALL LDAP users into MySQL so that accounts would already be > created for them. I had planned to go in and run a sql script I have > put together to delete all MySQL local users (except for a few in IT, > and the needed Nobody, RT_System, root, etc.) directly. Can someone > point me in a 'better' way to do this using the API? These are all > unprivileged users, and maintaining history correlation for the > accounts in which I will remove is not an issue (e.g. it is ok that > old tickets will not have an owner associated with them). Why do you want to remove the users? If you must, shredder is the way to go and will handle database integrity. Thomas From Izz.Abdullah at hibbett.com Mon Nov 7 10:31:37 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 7 Nov 2011 09:31:37 -0600 Subject: [rt-users] Adding users In-Reply-To: <4EB7F863.1000004@bestpractical.com> References: <4EB7EF3A.9070503@bestpractical.com> <4EB7F863.1000004@bestpractical.com> Message-ID: I want to remove them because somehow, they ended up with really odd permissions which enable them as privileged. I can't see this via the UI, but it is confirmed when I look at the schema in mysql. So it has been decided to remove them. I have tried the Shredder and even after doing that, the user still exists. The old database was duct taped so much I am unsure of why some things happen the way they do, but they do. I'm just the cleaner. =) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 9:25 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/07/2011 09:52 AM, Izz Abdullah wrote: > I have a question then regarding this. We are at the point now we > are ready to move our 3.8.6 database to our 4.0.2 installation. I am > using LDAP authentication in the new install, but it was not being > used in the 3.8.6 install. At some point in the past, the group here > imported ALL LDAP users into MySQL so that accounts would already be > created for them. I had planned to go in and run a sql script I have > put together to delete all MySQL local users (except for a few in IT, > and the needed Nobody, RT_System, root, etc.) directly. Can someone > point me in a 'better' way to do this using the API? These are all > unprivileged users, and maintaining history correlation for the > accounts in which I will remove is not an issue (e.g. it is ok that > old tickets will not have an owner associated with them). Why do you want to remove the users? If you must, shredder is the way to go and will handle database integrity. Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From trs at bestpractical.com Mon Nov 7 10:36:53 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Nov 2011 10:36:53 -0500 Subject: [rt-users] Adding users In-Reply-To: References: <4EB7EF3A.9070503@bestpractical.com> <4EB7F863.1000004@bestpractical.com> Message-ID: <4EB7FB15.2020304@bestpractical.com> On 11/07/2011 10:31 AM, Izz Abdullah wrote: > I want to remove them because somehow, they ended up with really odd > permissions which enable them as privileged. I can't see this via > the UI, but it is confirmed when I look at the schema in mysql. So > it has been decided to remove them. I have tried the Shredder and > even after doing that, the user still exists. The old database was > duct taped so much I am unsure of why some things happen the way they > do, but they do. I'm just the cleaner. =) It sounds like they were added improperly the first time, however they were imported. Have you looked at the individual admin user pages at "Let this user be granted rights" checkbox? Shredder reports success even though the user still exists? Can you send details? Thomas From falcone at bestpractical.com Mon Nov 7 10:42:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Nov 2011 10:42:32 -0500 Subject: [rt-users] REST user In-Reply-To: References: <20111104220602.GJ981@jibsheet.com> Message-ID: <20111107154232.GK981@jibsheet.com> On Sat, Nov 05, 2011 at 03:50:03PM +0000, Ram Moskovitz wrote: > > On Fri, Nov 04, 2011 at 05:37:25PM +0000, Ram Moskovitz wrote: > > > I'm using the REST interface as a gateway between my web-app and RT. > > > It's pretty close to done - the one thing I'm having a problem with is > > > assuming the requestor's identity when adding correspondence. By way > > > of example: > > > > > > 1 User logs in to web-app and fills out a support request form > > > 2 web-app uses REST account to create ticket OBO of user (set's the > > > requestor to be the actual customer's email addres) all the normal RT > > > mails go out to the requestor > > > 3 Any time the user comes to check on the status of their ticket(s) > > > the web-app uses the REST account to query RT and provide a subset of > > > the ticket info back > > > 4 User may then 'add-correspondence' to the ticket via the web-app in > > > which ase the app uses the REST account to add the correspondence to > > > the ticket. > > > > > > The problem is that the correspondence shows that it was added by the > > > REST user - is there a reasonable way around this? > > Not unless you can log in as the user via the REST interface. > > The Perl API allows you to load the ticket as a user and Correspond as > > them. > > I assume our SelfService interface wasn't sufficient for your needs? > > So far you've listed features it has, and it handles Correspondence > > correctly. > > -kevin > > I can have the web-app login as the user via the REST interface in > theory. Currently the users are auto-created and unprivileged - does > that have to change? You just have to ensure that they have sufficient rights, probably by granting them to the Requestors role. > As for using the native RT self-service web interface - I don't want > to frame it with-in my app and I don't want to swizzle my app through > RT. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 7 10:44:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Nov 2011 10:44:41 -0500 Subject: [rt-users] Entering Multiple Select Items in a Custom Field through REST Interface In-Reply-To: <6f7a1fec5b9fd6a72cb7282928516d93.squirrel@mail2.illimitable.com> References: <4EB46F3D.2030304@illimitable.com> <4EB48BA5.5010304@illimitable.com> <6f7a1fec5b9fd6a72cb7282928516d93.squirrel@mail2.illimitable.com> Message-ID: <20111107154441.GL981@jibsheet.com> On Mon, Nov 07, 2011 at 12:54:57PM +1100, gekkoman wrote: > have tried multiple variations on this theme to no avail. > > I suspect a delve into the code base will be required. > > My best guess is this feature is not yet supported. > > One would be fine with this, except for the fact that if one edits the > ticket at a later stage it by default deletes the custom entry field of > content which is not ok. As far as I know, the test suite has had tests for multiple value CFs for a while. If you believe you've found a bug, a patch extending t/web/command_line.t would be really helpful. -kevin > > sorry, noticed the syntax doesn't make sense O_o > > > > Should be more like this: > > > > set CF-'Field A'='item 1','item 2','item 3' > > > > > > -- Bart > > > > > > 2011/11/6 Bart > > > >> Hi, > >> > >> I don't really have a setup where I can test this but you've mentioned > >> that the REST interface returns comma delimited list, have you tried > >> entering the CF value with a comma delimited entry? Something like this: > >> > >> CF-'Field A': 'item 1', 'item 2', 'item 3' > >> > >> When I have some time I'll see if I can test this in my testing > >> environment. > >> > >> -- Bart > >> > >> > >> > >> 2011/11/5 gekkoman > >> > >>> Greetings, > >>> > >>> Is this possible? > >>> > >>> I can populate the custom field easily enough through the REST > >>> interface > >>> with the CF.{field name} format. > >>> > >>> Don't seem to be able to resolve this back to selections in a multiple > >>> entry CF. > >>> > >>> The REST interface itself returns comma delimited list when displaying > >>> a > >>> ticket with a multiple item CF selection, so it seems sensible to be > >>> able to pass the same result back to RT and have it yield the original > >>> result. This does not appear to work. > >>> > >>> > >>> More appropriate may be the ability to pass repetitive key definitions > >>> eg > >>> CF.{field name A}: Select Item 1 > >>> CF.{field name A}: Select Item 2 > >>> .. > >>> > >>> > >>> Regards > >>> > >>> Tarek > >>> > >>> -- > >>> This message has been scanned for viruses and > >>> dangerous content by MailScanner, and is > >>> believed to be clean. > >>> > >>> -------- > >>> RT Training Sessions (http://bestpractical.com/services/training.html) > >>> * Barcelona, Spain November 28 & 29, 2011 > >>> > >> > >> > > > > -- > > This message has been scanned for viruses and > > dangerous content by MailScanner, and is > > believed to be clean. > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > -- > This message has been scanned for viruses and > dangerous content by MailScanner, and is > believed to be clean. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Mon Nov 7 10:46:18 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 7 Nov 2011 09:46:18 -0600 Subject: [rt-users] Adding users In-Reply-To: <4EB7FB15.2020304@bestpractical.com> References: <4EB7EF3A.9070503@bestpractical.com><4EB7F863.1000004@bestpractical.com> <4EB7FB15.2020304@bestpractical.com> Message-ID: There is NOT a check on the individual user admin page for 'Let this user be granted rights'. What details would you like about the Shredder? Basically, I go to the Shredder, input the object as user, pull up the user and shred. Then if I query the shredder again, the account is still there and I am able to click on the user account to get to the user admin page. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 9:37 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/07/2011 10:31 AM, Izz Abdullah wrote: > I want to remove them because somehow, they ended up with really odd > permissions which enable them as privileged. I can't see this via > the UI, but it is confirmed when I look at the schema in mysql. So > it has been decided to remove them. I have tried the Shredder and > even after doing that, the user still exists. The old database was > duct taped so much I am unsure of why some things happen the way they > do, but they do. I'm just the cleaner. =) It sounds like they were added improperly the first time, however they were imported. Have you looked at the individual admin user pages at "Let this user be granted rights" checkbox? Shredder reports success even though the user still exists? Can you send details? Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From Izz.Abdullah at hibbett.com Mon Nov 7 11:16:40 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 7 Nov 2011 10:16:40 -0600 Subject: [rt-users] Adding users In-Reply-To: References: <4EB7EF3A.9070503@bestpractical.com><4EB7F863.1000004@bestpractical.com><4EB7FB15.2020304@bestpractical.com> Message-ID: I should be more specific about users still being 'privileged': The user is not "fully privileged" but somehow they remain a member of some odd group (not user created, not on purpose anyway, nor system) to where they are able to bypass security measures to view tickets outside of the General queue and create tickets outside of the General Queue. If I remove the check from 'let user be granted rights' then MOST rights are revoked, but there is some queue setting in a group deep inside of mysql that allows them to do things they should not be able to do. If it is a new user (post-previous import) then everything works as I have coded it. As for the Shredder, I could have been wrong by not knowing the ins and outs. I have had to up the dependencies in the site config file to 100,000 to allow for some users to be removed. I think this will work, but I have 800+ users I will need to do this to, and the first user I tried this on in test is taking, still in progress, over 5 minutes. I was receiving 'dependency limit has been reached', which by the way there is a typo in the spelling on the webUI. =) After increasing the dependency value a few times, finally to 100,000, it is running, but slow to complete, if not hung. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Monday, November 07, 2011 9:46 AM To: 'Thomas Sibley'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding users There is NOT a check on the individual user admin page for 'Let this user be granted rights'. What details would you like about the Shredder? Basically, I go to the Shredder, input the object as user, pull up the user and shred. Then if I query the shredder again, the account is still there and I am able to click on the user account to get to the user admin page. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 9:37 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/07/2011 10:31 AM, Izz Abdullah wrote: > I want to remove them because somehow, they ended up with really odd > permissions which enable them as privileged. I can't see this via > the UI, but it is confirmed when I look at the schema in mysql. So > it has been decided to remove them. I have tried the Shredder and > even after doing that, the user still exists. The old database was > duct taped so much I am unsure of why some things happen the way they > do, but they do. I'm just the cleaner. =) It sounds like they were added improperly the first time, however they were imported. Have you looked at the individual admin user pages at "Let this user be granted rights" checkbox? Shredder reports success even though the user still exists? Can you send details? Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From sbenson at a-1networks.com Mon Nov 7 14:08:48 2011 From: sbenson at a-1networks.com (Scott Benson) Date: Mon, 07 Nov 2011 11:08:48 -0800 Subject: [rt-users] Custom search based on full months In-Reply-To: <20111103171203.GF981@jibsheet.com> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> Message-ID: <4EB82CC0.9080508@a-1networks.com> Thank you for your response Kevin. I am not seeing anything that looks like it might help me out. What I am looking for is a custom search that is based on the "current" month by name/number. I don't care about the month as "-30 day". I just want something available to have a select that shows "this month" and "last month" so customers can see their queue and what was worked on during a certain billing cycle. Is this even possible? -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email support at a-1networks.com or call 707-703-1050 On 11/3/11 10:12 AM, Kevin Falcone wrote: > On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: >> I am looking to use RT's ticket search feature to show tickets that >> were created "this month", ie November 1st - November 30th. Also >> another search for "last month". we don't want anything that is - >> 30 day or - 1 month. We're trying to setup a dashboard that shows >> customers what is being worked on this month, and what was worked on >> last month. btw this is in RT 3.8.8. Thanks in advance. > Those are all parsed by Time::ParseDate, so anything it can handle we > can use: > https://metacpan.org/module/Time::ParseDate > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28& 29, 2011 From ruz at bestpractical.com Mon Nov 7 14:17:09 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 7 Nov 2011 23:17:09 +0400 Subject: [rt-users] Emptying the reply to a ticket In-Reply-To: <4EB3FA26.60902@sgul.ac.uk> References: <4EB3FA26.60902@sgul.ac.uk> Message-ID: With a hack yes. Grep for QuoteTransaction. Regards, Ruslan. From phone. 04.11.2011 17:44 ???????????? "Giuseppe Sollazzo" ???????: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi, > I know this might sound a weird request, but I've noticed two types of > behaviour when "Replying" in RT. > > In the first, when I click on "Actions->Reply" I get an empty text field. > In the second, when I click on "Reply" on one of the history items, I > get that item quoted. > > Is it possible to disable the quoting, and have both replies to > generate just an empty text field? > > Thanks, > Giuseppe > > - -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ > > iQEcBAEBAgAGBQJOs/omAAoJEAqigArPBfJXPzYH/jG2hsDxFvJSyRZbTXmEENQE > AmnsZXigR75EDoWqSg0pDO9F2mxqVRcXxrrJdSuwyqxEIu+UovlDAgPbh4iC9Cq7 > BSehJr7stpuAV+V4VQSM2Wl9ynjD2CJXs23F93RMfqGydxdywBjHfEPBSY+Kp3OV > xK8PhbPe2pzDqphXHLmZPlZJHfP7ef8GO7p2OBA4Nn9psgfYQQjdvPC7KqTn4Xyt > 7mtZeoNziYDmVgtWzWuFxSmSUi5ZGfhwtgy03NHArlwxuT9WB5NFMWJZC/n5mjgd > PCDYrYnret4ds7pVXeycJOqRreeGo41zhqCL9ZUjcJlXvWyNK+LgJbreZ0dzQQI= > =xccc > -----END PGP SIGNATURE----- > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Nov 7 14:20:19 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 7 Nov 2011 23:20:19 +0400 Subject: [rt-users] Custom search based on full months In-Reply-To: <4EB82CC0.9080508@a-1networks.com> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> <4EB82CC0.9080508@a-1networks.com> Message-ID: Patch module mentioned by Kevin. Regards, Ruslan. From phone. 07.11.2011 22:09 ???????????? "Scott Benson" ???????: > Thank you for your response Kevin. I am not seeing anything that looks > like it might help me out. What I am looking for is a custom search that is > based on the "current" month by name/number. I don't care about the month > as "-30 day". I just want something available to have a select that shows > "this month" and "last month" so customers can see their queue and what was > worked on during a certain billing cycle. Is this even possible? > > -- > Scott Benson > System Administrator | A1 Networks > Voice: 707-703-1043 > > For support issues please email support at a-1networks.com or call > 707-703-1050 > > > On 11/3/11 10:12 AM, Kevin Falcone wrote: > >> On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: >> >>> I am looking to use RT's ticket search feature to show tickets that >>> were created "this month", ie November 1st - November 30th. Also >>> another search for "last month". we don't want anything that is - >>> 30 day or - 1 month. We're trying to setup a dashboard that shows >>> customers what is being worked on this month, and what was worked on >>> last month. btw this is in RT 3.8.8. Thanks in advance. >>> >> Those are all parsed by Time::ParseDate, so anything it can handle we >> can use: >> https://metacpan.org/module/**Time::ParseDate >> >> -kevin >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/**services/training.html >> ) >> * Barcelona, Spain ? November 28& 29, 2011 >> > -------- > RT Training Sessions (http://bestpractical.com/**services/training.html > ) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 7 14:22:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Nov 2011 14:22:58 -0500 Subject: [rt-users] Custom search based on full months In-Reply-To: <4EB82CC0.9080508@a-1networks.com> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> <4EB82CC0.9080508@a-1networks.com> Message-ID: <20111107192258.GM981@jibsheet.com> On Mon, Nov 07, 2011 at 11:08:48AM -0800, Scott Benson wrote: > Thank you for your response Kevin. I am not seeing anything that > looks like it might help me out. What I am looking for is a custom > search that is based on the "current" month by name/number. I don't > care about the month as "-30 day". I just want something available > to have a select that shows "this month" and "last month" so > customers can see their queue and what was worked on during a > certain billing cycle. Is this even possible? Unfortunately, as I mentioned in the previous email, it's dependent on the featureset of ParseDate, so you'd need to know if they support it. We support a number of grouping by month things, but that's for charting not for searching. -kevin > > On 11/3/11 10:12 AM, Kevin Falcone wrote: > >On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: > >>I am looking to use RT's ticket search feature to show tickets that > >>were created "this month", ie November 1st - November 30th. Also > >>another search for "last month". we don't want anything that is - > >>30 day or - 1 month. We're trying to setup a dashboard that shows > >>customers what is being worked on this month, and what was worked on > >>last month. btw this is in RT 3.8.8. Thanks in advance. > >Those are all parsed by Time::ParseDate, so anything it can handle we > >can use: > >https://metacpan.org/module/Time::ParseDate -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ram0502 at gmail.com Mon Nov 7 15:14:13 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Mon, 7 Nov 2011 20:14:13 +0000 Subject: [rt-users] REST Message-ID: > > > > I'm using the REST interface as a gateway between my web-app and RT. > > > > > It's pretty close to done - the one thing I'm having a problem with is > > > > assuming the requestor's identity when adding correspondence. By way > > > > of example: > > > > > > > > 1 User logs in to web-app and fills out a support request form > > > > 2 web-app uses REST account to create ticket OBO of user (set's the > > > > requestor to be the actual customer's email addres) all the normal RT > > > > mails go out to the requestor > > > > 3 Any time the user comes to check on the status of their ticket(s) > > > > the web-app uses the REST account to query RT and provide a subset of > > > > the ticket info back > > > > 4 User may then 'add-correspondence' to the ticket via the web-app in > > > > which ase the app uses the REST account to add the correspondence to > > > > the ticket. > > > > > > > > The problem is that the correspondence shows that it was added by the > > > > REST user - is there a reasonable way around this? > > > Not unless you can log in as the user via the REST interface. > > > The Perl API allows you to load the ticket as a user and Correspond as > > > them. > > > I assume our SelfService interface wasn't sufficient for your needs? > > > So far you've listed features it has, and it handles Correspondence > > > correctly. > > > -kevin > > > > I can have the web-app login as the user via the REST interface in > > theory. Currently the users are auto-created and unprivileged - does > > that have to change? > You just have to ensure that they have sufficient rights, probably by > granting them to the Requestors role. Will they need to be privileged or have passwords to be usable via REST? From falcone at bestpractical.com Mon Nov 7 15:21:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Nov 2011 15:21:15 -0500 Subject: [rt-users] REST In-Reply-To: References: <20111107154232.GK981@jibsheet.com> Message-ID: <20111107202115.GN981@jibsheet.com> On Mon, Nov 07, 2011 at 08:14:13PM +0000, Ram Moskovitz wrote: > > > I can have the web-app login as the user via the REST interface in > > > theory. Currently the users are auto-created and unprivileged - does > > > that have to change? > > You just have to ensure that they have sufficient rights, probably by > > granting them to the Requestors role. > > Will they need to be privileged No, but you will need to tell RT that unprivileged users can reach the REST endpoint using the SelfServiceRegex config > or have passwords to be usable via REST? Yes - otherwise how would you log in as them? Also, your mail client appeared to pick a new subject and break threading. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Michael.Polenske at skm-skyline.de Tue Nov 8 03:23:56 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Tue, 8 Nov 2011 09:23:56 +0100 Subject: [rt-users] Limit upload to compressed files Message-ID: Good morning, we allow our customers to upload files (configuration files, kernel dumps etc) to their ticket. Unfortunately not all customers follow the rule and compress their uploads, so it can be that they upload a config file with >20MB (compressed with standard zip it's <1MB). So big question - can I limit the upload to .zip /.gz/.rar.7z or whatever on a easy way ? Any idea ? Thanks and best regards, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From raphael.mouneyres at sagemcom.com Tue Nov 8 03:59:14 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 8 Nov 2011 09:59:14 +0100 Subject: [rt-users] auto refresh dashboard after back in history In-Reply-To: Message-ID: <12455_1320742758_4EB8EF66_12455_457_4_OFC9606025.DF99B6E5-ONC1257942.00303708-C1257942.00315EA7@sagemcom.com> Hello list, i'd like advice on the following method i've implemented wich is working 99%, just missing the last step. I've added a new Priority ColumnMap called PriorityArrows for our manager to be able to modify priorities rapidly while looking at a Dashboard during a meeting, without need to enter into ticket details. It is looking like this (other icons are working well already) : The arrows are href link pointing to an html page doing the priority modification, and this is working. In this html page, i've added a javascript method to go back one page to the dashboardn this is working too. BUT the dashboard has not been "refreshed" with the new value, as the page is cached (inside the browser?masoncache?). So now i'd like to know if someone would have a hint to force refresh of dashboard page after back(), or any other idea. I'm using RT 3.8, and here are the codes i've written : PriorityArrows => { title => 'Priority', # loc attribute => 'Priority', value => sub { my $Ticket = shift; my $currentpriority = $Ticket->Priority; my @result; my $base_url = RT->Config->Get('WebPath'); my $img_url = $base_url . '/NoAuth/images/'; my $targetpriorityup = $currentpriority - 1; my $targetprioritydown = $currentpriority + 1; push (@result, \"
"); if ($currentpriority>1) { push (@result, \"", \" ", \"
"); } push (@result, $currentpriority, \"
"); push (@result, \"", \" ", \"
"); return @result; } and the MovePriority.html page is as follows : <%INIT> my $Ticket = LoadTicket($id); my $currentpriority = $Ticket->Priority; my $targetpriority = 0; if ($sens eq "plus") { $targetpriority = $currentpriority + 1; } elsif ($sens eq "moins") { $targetpriority = $currentpriority -1; } $Ticket->SetPriority($targetpriority); <%ARGS> $id => undef $sens => undef $origin => undef Rapha?l MOUNEYRES # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 3188 bytes Desc: not available URL: From raphael.mouneyres at sagemcom.com Tue Nov 8 04:20:08 2011 From: raphael.mouneyres at sagemcom.com (=?ISO-8859-1?Q?Rapha=EBl_MOUNEYRES?=) Date: Tue, 8 Nov 2011 10:20:08 +0100 Subject: [rt-users] RE auto refresh dashboard after back in history In-Reply-To: <12455_1320742758_4EB8EF66_12455_457_4_OFC9606025.DF99B6E5-ONC1257942.00303708-C1257942.00315EA7@sagemcom.com> Message-ID: <7597_1320744011_4EB8F44B_7597_118_3_OF487DF3B1.092F070C-ONC1257942.00331A4E-C1257942.00334842@sagemcom.com> replying to myself, but i've just noticed it is working with IE8, i mean the page is auto refreshing, but not with Mozilla Firefox 8.0 any hint is still welcome Rapha?l MOUNEYRES Rapha?l MOUNEYRES Envoy? par : rt-users-bounces at lists.bestpractical.com 08/11/2011 10:00 A "rt-users at lists.bestpractical.com" cc Objet [rt-users] auto refresh dashboard after back in history Hello list, i'd like advice on the following method i've implemented wich is working 99%, just missing the last step. I've added a new Priority ColumnMap called PriorityArrows for our manager to be able to modify priorities rapidly while looking at a Dashboard during a meeting, without need to enter into ticket details. It is looking like this (other icons are working well already) : The arrows are href link pointing to an html page doing the priority modification, and this is working. In this html page, i've added a javascript method to go back one page to the dashboardn this is working too. BUT the dashboard has not been "refreshed" with the new value, as the page is cached (inside the browser?masoncache?). So now i'd like to know if someone would have a hint to force refresh of dashboard page after back(), or any other idea. I'm using RT 3.8, and here are the codes i've written : # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From noc at fohnet.co.uk Mon Nov 7 10:43:31 2011 From: noc at fohnet.co.uk (Richard Clark) Date: Mon, 7 Nov 2011 15:43:31 +0000 Subject: [rt-users] Adding users In-Reply-To: References: <4EB7EF3A.9070503@bestpractical.com> <4EB7F863.1000004@bestpractical.com> Message-ID: <20111107154331.GA28724@fohnet.co.uk> On Mon, Nov 07, 2011 at 09:31:37AM -0600, Izz Abdullah wrote: > I want to remove them because somehow, they ended up with really odd permissions which enable them as privileged. I can't see this via the UI, but it is confirmed when I look at the schema in mysql. So it has been decided to remove them. I have tried the Shredder and even after doing that, the user still exists. The old database was duct taped so much I am unsure of why some things happen the way they do, but they do. I'm just the cleaner. =) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Monday, November 07, 2011 9:25 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Adding users > > On 11/07/2011 09:52 AM, Izz Abdullah wrote: > > I have a question then regarding this. We are at the point now we > > are ready to move our 3.8.6 database to our 4.0.2 installation. I am > > using LDAP authentication in the new install, but it was not being > > used in the 3.8.6 install. At some point in the past, the group here > > imported ALL LDAP users into MySQL so that accounts would already be > > created for them. I had planned to go in and run a sql script I have > > put together to delete all MySQL local users (except for a few in IT, > > and the needed Nobody, RT_System, root, etc.) directly. Can someone > > point me in a 'better' way to do this using the API? These are all > > unprivileged users, and maintaining history correlation for the > > accounts in which I will remove is not an issue (e.g. it is ok that > > old tickets will not have an owner associated with them). > > Why do you want to remove the users? > > If you must, shredder is the way to go and will handle database integrity. > > Thomas Sounds like you may have issues in your DB related to operating directly on it rather than using the API. Generally speaking, users in RT are never deleted, only disabled. I have an issue myself in that we went through a re-brand, resulting in users mail addresses changing so creating duplicate users. I was going to use the MergeUsers extension to correct this, but last time I checked it hadn't been updated to work with RT4, and I haven't got the spare bandwidth to work on a patch for it atm. Current workaround for the few affected users is to rename and disable the old user, then run a search for the old user's tickets and change requestor/ownership to the new user. -- Richard Clark richard at fohnet.co.uk -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From frankie at telecos.upc.edu Tue Nov 8 07:13:41 2011 From: frankie at telecos.upc.edu (Francesc Guasch) Date: Tue, 08 Nov 2011 13:13:41 +0100 Subject: [rt-users] upgrade mysql schema problem in rt4 Message-ID: <4EB91CF5.8090700@telecos.upc.edu> Hi. I am trying to upgrade to rt4. rt4 is in debian squeeze, db is a mysql 5.1.49-3 (Debian). I'm stuck upgrading the database. I am trying to upgrade from an old mysql 4.0.24. perl etc/upgrade/upgrade-mysql-schema.pl Can't use an undefined value as an ARRAY reference at etc/upgrade/upgrade-mysql-schema.pl line 442. I think the problem comes from this query returning empty: mysql> SELECT CHARACTER_MAXIMUM_LENGTH, CHARACTER_OCTET_LENGTH FROM information_schema.COLUMNS WHERE TABLE_SCHEMA = 'rt4' AND TABLE_NAME = 'ACL' AND COLUMN_NAME = 'RightName'; yes, this is in mysql-5.1. I dumped the original rt3 DB, but I had no way to tell the character set to mysqldump. I restored with --default-character-set=binary and mysql character-set to Latin1. any hints ? thank you for your help. From yan at seiner.com Tue Nov 8 10:27:34 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Nov 2011 07:27:34 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes Message-ID: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> Yesterday we upgraded our RT instance to 4.0.2. Before then we were running 3.8.10 in production, and 4.0.2 in testing. We had 4.0.2 set up in testing with ExternalAuth. That worked well; our LDAP users could log in with their credentials. I could create non-LDAP users manually (which is the setup I wanted). Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 server. Everything went well, except that non-LDAP users cannot log in. Further, I cannot change their password. When I try to change their password, I get Please enter your current password correctly. Password has not been set. I tried creating a user manually. Same thing; I can create the user but cannot set the password. This worked fine in the 4.0.2 test but started happening after we moved the 3.8.10 database over to 4.0.2. I did use the procedures in the README and otherwise the new installation is working great. Where do I look? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From Izz.Abdullah at hibbett.com Tue Nov 8 10:31:18 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 8 Nov 2011 09:31:18 -0600 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> Message-ID: I've seen this on our system. When you move the database and are using external authentication, you, at least I am able, to login with either my MySQL credentials, or my LDAP credentials. When modifying / adding users, I have to put in my MySQL password for this to work for local users. I would try using the password you used in 3.8.10 installation on the new system as the current password to see if that fixes your problem. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Tuesday, November 08, 2011 9:28 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] ExternalAuth, local users, and upgrade woes Yesterday we upgraded our RT instance to 4.0.2. Before then we were running 3.8.10 in production, and 4.0.2 in testing. We had 4.0.2 set up in testing with ExternalAuth. That worked well; our LDAP users could log in with their credentials. I could create non-LDAP users manually (which is the setup I wanted). Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 server. Everything went well, except that non-LDAP users cannot log in. Further, I cannot change their password. When I try to change their password, I get Please enter your current password correctly. Password has not been set. I tried creating a user manually. Same thing; I can create the user but cannot set the password. This worked fine in the 4.0.2 test but started happening after we moved the 3.8.10 database over to 4.0.2. I did use the procedures in the README and otherwise the new installation is working great. Where do I look? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From yan at seiner.com Tue Nov 8 10:49:19 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Nov 2011 07:49:19 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> Message-ID: <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> That worked! Interesting.... Any way to remove the mysql password? On Tue, November 8, 2011 7:31 am, Izz Abdullah wrote: > I've seen this on our system. When you move the database and are using > external authentication, you, at least I am able, to login with either my > MySQL credentials, or my LDAP credentials. When modifying / adding users, > I have to put in my MySQL password for this to work for local users. I > would try using the password you used in 3.8.10 installation on the new > system as the current password to see if that fixes your problem. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: Tuesday, November 08, 2011 9:28 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] ExternalAuth, local users, and upgrade woes > > Yesterday we upgraded our RT instance to 4.0.2. Before then we were > running 3.8.10 in production, and 4.0.2 in testing. > > We had 4.0.2 set up in testing with ExternalAuth. That worked well; our > LDAP users could log in with their credentials. I could create non-LDAP > users manually (which is the setup I wanted). > > Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 > server. Everything went well, except that non-LDAP users cannot log in. > Further, I cannot change their password. > > When I try to change their password, I get > > Please enter your current password correctly. Password has not been set. > > I tried creating a user manually. Same thing; I can create the user but > cannot set the password. > > This worked fine in the 4.0.2 test but started happening after we moved > the 3.8.10 database over to 4.0.2. I did use the procedures in the README > and otherwise the new installation is working great. > > Where do I look? > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > > !DSPAM:4eb94b64141411804284693! > > -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From Izz.Abdullah at hibbett.com Tue Nov 8 10:54:35 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 8 Nov 2011 09:54:35 -0600 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> Message-ID: What I did, and it may be a "no-no", is update Users set Password="" where username = something But this worked and forced External Authentication only. I had to do it directly to the mysql db though. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Tuesday, November 08, 2011 9:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes That worked! Interesting.... Any way to remove the mysql password? On Tue, November 8, 2011 7:31 am, Izz Abdullah wrote: > I've seen this on our system. When you move the database and are using > external authentication, you, at least I am able, to login with either my > MySQL credentials, or my LDAP credentials. When modifying / adding users, > I have to put in my MySQL password for this to work for local users. I > would try using the password you used in 3.8.10 installation on the new > system as the current password to see if that fixes your problem. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: Tuesday, November 08, 2011 9:28 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] ExternalAuth, local users, and upgrade woes > > Yesterday we upgraded our RT instance to 4.0.2. Before then we were > running 3.8.10 in production, and 4.0.2 in testing. > > We had 4.0.2 set up in testing with ExternalAuth. That worked well; our > LDAP users could log in with their credentials. I could create non-LDAP > users manually (which is the setup I wanted). > > Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 > server. Everything went well, except that non-LDAP users cannot log in. > Further, I cannot change their password. > > When I try to change their password, I get > > Please enter your current password correctly. Password has not been set. > > I tried creating a user manually. Same thing; I can create the user but > cannot set the password. > > This worked fine in the 4.0.2 test but started happening after we moved > the 3.8.10 database over to 4.0.2. I did use the procedures in the README > and otherwise the new installation is working great. > > Where do I look? > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > > !DSPAM:4eb94b64141411804284693! > > -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From sbenson at a-1networks.com Tue Nov 8 11:10:19 2011 From: sbenson at a-1networks.com (Scott Benson) Date: Tue, 08 Nov 2011 08:10:19 -0800 Subject: [rt-users] Custom search based on full months In-Reply-To: <20111107192258.GM981@jibsheet.com> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> <4EB82CC0.9080508@a-1networks.com> <20111107192258.GM981@jibsheet.com> Message-ID: <4EB9546B.8040705@a-1networks.com> ok, so it doens't look possible based on the ticket search. Can I manually edit the Saved Search to do what I need it to do? I see that the Saved Search is encoded some how, is this just a basic mysql query or is it based on the fake query saved by the search page? Will this area take standard mysql functions? If so is it possible for me to decode and re-encode it? Thanks in advance. -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email support at a-1networks.com or call 707-703-1050 On 11/7/11 11:22 AM, Kevin Falcone wrote: > On Mon, Nov 07, 2011 at 11:08:48AM -0800, Scott Benson wrote: >> Thank you for your response Kevin. I am not seeing anything that >> looks like it might help me out. What I am looking for is a custom >> search that is based on the "current" month by name/number. I don't >> care about the month as "-30 day". I just want something available >> to have a select that shows "this month" and "last month" so >> customers can see their queue and what was worked on during a >> certain billing cycle. Is this even possible? > Unfortunately, as I mentioned in the previous email, it's dependent on > the featureset of ParseDate, so you'd need to know if they support it. > > We support a number of grouping by month things, but that's for > charting not for searching. > > -kevin > > >> On 11/3/11 10:12 AM, Kevin Falcone wrote: >>> On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: >>>> I am looking to use RT's ticket search feature to show tickets that >>>> were created "this month", ie November 1st - November 30th. Also >>>> another search for "last month". we don't want anything that is - >>>> 30 day or - 1 month. We're trying to setup a dashboard that shows >>>> customers what is being worked on this month, and what was worked on >>>> last month. btw this is in RT 3.8.8. Thanks in advance. >>> Those are all parsed by Time::ParseDate, so anything it can handle we >>> can use: >>> https://metacpan.org/module/Time::ParseDate >>> >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Barcelona, Spain ? November 28& 29, 2011 From ktm at rice.edu Tue Nov 8 11:20:50 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 8 Nov 2011 10:20:50 -0600 Subject: [rt-users] Custom search based on full months In-Reply-To: <4EB9546B.8040705@a-1networks.com> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> <4EB82CC0.9080508@a-1networks.com> <20111107192258.GM981@jibsheet.com> <4EB9546B.8040705@a-1networks.com> Message-ID: <20111108162050.GW10975@staff-mud-56-27.rice.edu> On Tue, Nov 08, 2011 at 08:10:19AM -0800, Scott Benson wrote: > ok, so it doens't look possible based on the ticket search. Can I > manually edit the Saved Search to do what I need it to do? I see > that the Saved Search is encoded some how, is this just a basic > mysql query or is it based on the fake query saved by the search > page? Will this area take standard mysql functions? If so is it > possible for me to decode and re-encode it? > > Thanks in advance. > > -- > Scott Benson > System Administrator | A1 Networks > Voice: 707-703-1043 > It still looks like the best option would be to patch the Time::ParseDate code to do what you want it to do. Even if you could inject "MySQL-isms" into the search, it makes the result only useful for MySQL backends. I know that I have wanted to do something similar in the past, i.e. syntax like: last month = the beginning of the previous calendar month to the end of the month last week = the beginning of the previous calendar week to the end of that week this month = the beginning of the current calendar month to the end of the month this week = the beginning of the current calendar week to the end of the week I have not looked at what that would entail and still maintain the existing functionality. Have you tried to contact the Time::ParseDate author? Regards, Ken From falcone at bestpractical.com Tue Nov 8 11:26:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Nov 2011 11:26:45 -0500 Subject: [rt-users] upgrade mysql schema problem in rt4 In-Reply-To: <4EB91CF5.8090700@telecos.upc.edu> References: <4EB91CF5.8090700@telecos.upc.edu> Message-ID: <20111108162645.GA1021@jibsheet.com> On Tue, Nov 08, 2011 at 01:13:41PM +0100, Francesc Guasch wrote: > Hi. I am trying to upgrade to rt4. > > rt4 is in debian squeeze, db is a mysql 5.1.49-3 (Debian). > > I'm stuck upgrading the database. I am trying to upgrade from > an old mysql 4.0.24. > > perl etc/upgrade/upgrade-mysql-schema.pl > > Can't use an undefined value as an ARRAY reference at > etc/upgrade/upgrade-mysql-schema.pl line 442. > > I think the problem comes from this query returning empty: > > mysql> SELECT CHARACTER_MAXIMUM_LENGTH, CHARACTER_OCTET_LENGTH FROM > information_schema.COLUMNS WHERE TABLE_SCHEMA = 'rt4' AND > TABLE_NAME = 'ACL' AND COLUMN_NAME = 'RightName'; > > yes, this is in mysql-5.1. > > I dumped the original rt3 DB, but I had no way to tell the character set > to mysqldump. I restored with --default-character-set=binary > and mysql character-set to Latin1. You should look to see if any of your information_schema is filled -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From frankie at telecos.upc.edu Tue Nov 8 11:34:35 2011 From: frankie at telecos.upc.edu (Francesc Guasch) Date: Tue, 08 Nov 2011 17:34:35 +0100 Subject: [rt-users] upgrade mysql schema problem in rt4 In-Reply-To: <20111108162645.GA1021@jibsheet.com> References: <4EB91CF5.8090700@telecos.upc.edu> <20111108162645.GA1021@jibsheet.com> Message-ID: <4EB95A1B.7000802@telecos.upc.edu> Al 08/11/11 17:26, En/na Kevin Falcone ha escrit: > On Tue, Nov 08, 2011 at 01:13:41PM +0100, Francesc Guasch wrote: >> Hi. I am trying to upgrade to rt4. >> >> rt4 is in debian squeeze, db is a mysql 5.1.49-3 (Debian). >> >> I'm stuck upgrading the database. I am trying to upgrade from >> an old mysql 4.0.24. >> >> perl etc/upgrade/upgrade-mysql-schema.pl >> >> Can't use an undefined value as an ARRAY reference at >> etc/upgrade/upgrade-mysql-schema.pl line 442. >> > You should look to see if any of your information_schema is filled > Hi, thank you Kevin, there is something there: mysql> select count(*) from acl; | count(*) | +----------+ | 932 | select count(*) from information_schema.columns; +----------+ | count(*) | +----------+ | 7756 | From falcone at bestpractical.com Tue Nov 8 11:39:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Nov 2011 11:39:50 -0500 Subject: [rt-users] upgrade mysql schema problem in rt4 In-Reply-To: <4EB95A1B.7000802@telecos.upc.edu> References: <4EB91CF5.8090700@telecos.upc.edu> <20111108162645.GA1021@jibsheet.com> <4EB95A1B.7000802@telecos.upc.edu> Message-ID: <20111108163950.GB1021@jibsheet.com> On Tue, Nov 08, 2011 at 05:34:35PM +0100, Francesc Guasch wrote: > Al 08/11/11 17:26, En/na Kevin Falcone ha escrit: > >On Tue, Nov 08, 2011 at 01:13:41PM +0100, Francesc Guasch wrote: > >>Hi. I am trying to upgrade to rt4. > >> > >>rt4 is in debian squeeze, db is a mysql 5.1.49-3 (Debian). > >> > >>I'm stuck upgrading the database. I am trying to upgrade from > >>an old mysql 4.0.24. > >> > >>perl etc/upgrade/upgrade-mysql-schema.pl > >> > >>Can't use an undefined value as an ARRAY reference at > >>etc/upgrade/upgrade-mysql-schema.pl line 442. > >> > > >You should look to see if any of your information_schema is filled > > > Hi, thank you Kevin, there is something there: > > mysql> select count(*) from acl; > | count(*) | > +----------+ > | 932 | > > select count(*) from information_schema.columns; > +----------+ > | count(*) | > +----------+ > | 7756 | Then look at the other parts of the where clause. Is the database name right? Are the column names right? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From alexmv at bestpractical.com Tue Nov 8 13:36:59 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 08 Nov 2011 13:36:59 -0500 Subject: [rt-users] [rt-announce] RT 3.8.11 released Message-ID: <1320777419.2336.11.camel@umgah.localdomain> I'm happy to announce that RT 3.8.11 is now available. http://download.bestpractical.com/pub/rt/release/rt-3.8.11.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.11.tar.gz.sig SHA1 sums 96fe9babdca88224d6c8f2352f08bd62d613770d rt-3.8.11.tar.gz ac1c9c712842c3a9aeb17357007e73aae4a21d1c rt-3.8.11.tar.gz.sig This release contains a number of bugfixes and minor security updates since the 3.8.10 release, most notably: * Adjust FCGI dependency to one which resolves FCGI's CVE-2011-2766 * New WebHttpOnlyCookies option, enabled by default, which hides RT's cookie from direct Javascript access. * Compatibility with perl 5.12 and 5.14, by removing deprecated "for qw(...)" and "defined %hash" syntax. * MySQL 5.5 compatibility, by specifying ENGINE=InnoDB rather than TYPE=InnoDB * Ensure that RT::Interface::Web's _Overlay, _Local, and _Vendor files are loaded correctly. * Fix session cleaner for on-disk sessions, broken since 3.8.0. * Ensure that only one "Based on" attribute is stored for each custom field. * Fix the loading of Shredder plugins, broken in 3.8.10. A complete changelog is available from git by running `git log rt-3.8.10..rt-3.8.11` - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Tue Nov 8 13:37:47 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 08 Nov 2011 13:37:47 -0500 Subject: [rt-users] [rt-announce] RT 4.0.3 released Message-ID: <1320777467.2336.13.camel@umgah.localdomain> I'm happy to announce that RT 4.0.3 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.3.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.3.tar.gz.sig SHA1 sums 3719237973df81f7e1b0a31f034b03ed1cc8f98e rt-4.0.3.tar.gz adae5494fa99bdc83073e0cb394c6a5630a37ca9 rt-4.0.3.tar.gz.sig This release contains a number of bugfixes and small improvements since the 4.0.2 release; a few of the more notable ones include: * Due to a change in RT 3.8.9, which also affected RT 4.0.0 and higher, TransactionBatch scrips were run twice; this has now been fixed. * A new toggle has been added to expand all quote folding in a ticket's transaction history. * New "On Forward", "On Forward Transaction" and "On Forward Ticket" conditions have been added. * Ticket searches no longer forget which saved search they were loaded from when being updated. * A new "make jsmin" target has been added to aid in downloading, compiling, and installing jsmin. * Improved threading for automatically generated emails concerning a ticket. * Improved detection of Outlook-style message fowarding headers. * No longer error when a user has supplied a non-existant RT style; instead, fall back to the default. This is particularly relevant for users coming RT 3.8 with the 3.6 stylesheet applied, which no longer exists in 4.0. * Improved handling of files named "0", and Unicode filenames, in file uploads. * Tickets can no longer be linked to deleted tickets. * Restore missing menus on simple search result pages. * Fix support for perl 5.12 and later by removing a deprecated use of "defined %hash". A complete changelog is available from git by running `git log rt-4.0.2..rt-4.0.3` - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From ruz at bestpractical.com Tue Nov 8 14:08:14 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 Nov 2011 23:08:14 +0400 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> Message-ID: Direct db access in this case is ok. Have you sent a bug report? Regards, Ruslan. From phone. 08.11.2011 18:54 ???????????? "Izz Abdullah" ???????: > What I did, and it may be a "no-no", is > update Users set Password="" where username = something as the column / table names may differ slightly> > > But this worked and forced External Authentication only. I had to do it > directly to the mysql db though. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: Tuesday, November 08, 2011 9:49 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes > > That worked! > > Interesting.... > > Any way to remove the mysql password? > > On Tue, November 8, 2011 7:31 am, Izz Abdullah wrote: > > I've seen this on our system. When you move the database and are using > > external authentication, you, at least I am able, to login with either my > > MySQL credentials, or my LDAP credentials. When modifying / adding > users, > > I have to put in my MySQL password for this to work for local users. I > > would try using the password you used in 3.8.10 installation on the new > > system as the current password to see if that fixes your problem. > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan > Seiner > > Sent: Tuesday, November 08, 2011 9:28 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] ExternalAuth, local users, and upgrade woes > > > > Yesterday we upgraded our RT instance to 4.0.2. Before then we were > > running 3.8.10 in production, and 4.0.2 in testing. > > > > We had 4.0.2 set up in testing with ExternalAuth. That worked well; our > > LDAP users could log in with their credentials. I could create non-LDAP > > users manually (which is the setup I wanted). > > > > Then we moved the database from the server hosting 3.8.10 to our new > 4.0.2 > > server. Everything went well, except that non-LDAP users cannot log in. > > Further, I cannot change their password. > > > > When I try to change their password, I get > > > > Please enter your current password correctly. Password has not been set. > > > > I tried creating a user manually. Same thing; I can create the user but > > cannot set the password. > > > > This worked fine in the 4.0.2 test but started happening after we moved > > the 3.8.10 database over to 4.0.2. I did use the procedures in the > README > > and otherwise the new installation is working great. > > > > Where do I look? > > > > > > -- > > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > > but eventually it will subside and something else will take its place. If > > I quit, however, it lasts forever. > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain November 28 & 29, 2011 > > > > !DSPAM:4eb94b64141411804284693! > > > > > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Tue Nov 8 14:11:46 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 8 Nov 2011 13:11:46 -0600 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> Message-ID: No, I haven?t. It makes sense to me that the old authentication was local (mysql) and the new authentication is external (LDAP for example) that if the username is the same, you should be able to use either. It doesn?t make sense, however, that it requires the local password for administration (enter current password: ). I also didn?t submit a bug report, because the installation here was so messed up, I wasn?t sure it wasn?t just local until someone else just now asked about it. ? But yeah, setting the password = ?? actually forces the external authentication (trying to login with a blank password does NOT work). From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, November 08, 2011 1:08 PM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes Direct db access in this case is ok. Have you sent a bug report? Regards, Ruslan. From phone. 08.11.2011 18:54 ???????????? "Izz Abdullah" > ???????: What I did, and it may be a "no-no", is update Users set Password="" where username = something But this worked and forced External Authentication only. I had to do it directly to the mysql db though. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Tuesday, November 08, 2011 9:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes That worked! Interesting.... Any way to remove the mysql password? On Tue, November 8, 2011 7:31 am, Izz Abdullah wrote: > I've seen this on our system. When you move the database and are using > external authentication, you, at least I am able, to login with either my > MySQL credentials, or my LDAP credentials. When modifying / adding users, > I have to put in my MySQL password for this to work for local users. I > would try using the password you used in 3.8.10 installation on the new > system as the current password to see if that fixes your problem. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: Tuesday, November 08, 2011 9:28 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] ExternalAuth, local users, and upgrade woes > > Yesterday we upgraded our RT instance to 4.0.2. Before then we were > running 3.8.10 in production, and 4.0.2 in testing. > > We had 4.0.2 set up in testing with ExternalAuth. That worked well; our > LDAP users could log in with their credentials. I could create non-LDAP > users manually (which is the setup I wanted). > > Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 > server. Everything went well, except that non-LDAP users cannot log in. > Further, I cannot change their password. > > When I try to change their password, I get > > Please enter your current password correctly. Password has not been set. > > I tried creating a user manually. Same thing; I can create the user but > cannot set the password. > > This worked fine in the 4.0.2 test but started happening after we moved > the 3.8.10 database over to 4.0.2. I did use the procedures in the README > and otherwise the new installation is working great. > > Where do I look? > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > > !DSPAM:4eb94b64141411804284693! > > -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Nov 8 14:17:00 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Nov 2011 14:17:00 -0500 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> Message-ID: <4EB9802C.90501@bestpractical.com> On 11/08/2011 02:11 PM, Izz Abdullah wrote: > But yeah, setting the password = ?? actually forces the external > authentication (trying to login with a blank password does NOT work). I believe properly the password column should be '*NO-PASSWORD*' not the empty string. Thomas From Izz.Abdullah at hibbett.com Tue Nov 8 14:18:43 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 8 Nov 2011 13:18:43 -0600 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <4EB9802C.90501@bestpractical.com> References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com><9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com > <4EB9802C.90501@bestpractical.com> Message-ID: I thought about that, but didn't try it. I thought it may would have interpreted the password = *NO-PASSWORD* rather than interpreting it as not having a password. =) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, November 08, 2011 1:17 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes On 11/08/2011 02:11 PM, Izz Abdullah wrote: > But yeah, setting the password = ?? actually forces the external > authentication (trying to login with a blank password does NOT work). I believe properly the password column should be '*NO-PASSWORD*' not the empty string. Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From jim.lesinski at gmail.com Tue Nov 8 15:11:45 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 8 Nov 2011 15:11:45 -0500 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? Message-ID: Hello, I understand how to set up default values for a field using a custom scrip. However, it seems a bit odd to me to load a ticket with no value, and then set it only if the person opening a ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that it is clear to the person opening a ticket that the value has already been set. Does anyone know of a way to set the default values so that they are visible when the page actually loads for a new ticket? I understand that it may not be possible with a scrip, but I appreciate your suggestions. Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Tue Nov 8 15:14:35 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 8 Nov 2011 14:14:35 -0600 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? In-Reply-To: References: Message-ID: JavaScript's 'onPageLoad' is the first thing that comes to my mind, although I don't know right off hand how you could incorporate it with the RT API in Mason. I am sure there is a way to set it with javascript or another language for when the ticket page initially loads. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Lesinski Sent: Tuesday, November 08, 2011 2:12 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Can you set default values on page load,so you can see them in a new ticket? Hello, I understand how to set up default values for a field using a custom scrip. However, it seems a bit odd to me to load a ticket with no value, and then set it only if the person opening a ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that it is clear to the person opening a ticket that the value has already been set. Does anyone know of a way to set the default values so that they are visible when the page actually loads for a new ticket? I understand that it may not be possible with a scrip, but I appreciate your suggestions. Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 8 15:17:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Nov 2011 15:17:42 -0500 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? In-Reply-To: References: Message-ID: <20111108201742.GC1021@jibsheet.com> On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: > I understand how to set up default values for a field using a custom scrip. However, it seems > a bit odd to me to load a ticket with no value, and then set it only if the person opening a > ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that > it is clear to the person opening a ticket that the value has already been set. > Does anyone know of a way to set the default values so that they are visible when the page > actually loads for a new ticket? I understand that it may not be possible with a scrip, but I > appreciate your suggestions. RT-Extension-QuickCalls gives you a series of quick pre-filled ticket Create links on your homepage. This and may give you some ideas on how to do it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ram0502 at gmail.com Tue Nov 8 15:29:01 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Tue, 8 Nov 2011 12:29:01 -0800 Subject: [rt-users] rt-users Digest, Vol 92, Issue 15 In-Reply-To: References: Message-ID: > On Mon, Nov 07, 2011 at 08:14:13PM +0000, Ram Moskovitz wrote: >> > > I can have the web-app login as the user via the REST interface in >> > > theory. Currently the users are auto-created and unprivileged - does >> > > that have to change? >> > You just have to ensure that they have sufficient rights, probably by >> > granting them to the Requestors role. >> >> Will they need to be privileged > > No, but you will need to tell RT that unprivileged users can reach the > REST endpoint using the SelfServiceRegex config > >> or have passwords to be usable via REST? > > Yes - otherwise how would you log in as them? > > Also, your mail client appeared to pick a new subject and break > threading. > > -kevin Thanks! ram From ruz at bestpractical.com Tue Nov 8 15:41:54 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Nov 2011 00:41:54 +0400 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <4EB9802C.90501@bestpractical.com> References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> <4EB9802C.90501@bestpractical.com> Message-ID: On Tue, Nov 8, 2011 at 11:17 PM, Thomas Sibley wrote: > On 11/08/2011 02:11 PM, Izz Abdullah wrote: >> But yeah, setting the password = ?? actually forces the external >> authentication (trying to login with a blank password does NOT work). > > I believe properly the password column should be '*NO-PASSWORD*' not the > empty string. RT::User has method to check if password is set or not, it supports a few cases. I think ExternalAuth doesn't use it and a bug was reported. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From ruz at bestpractical.com Tue Nov 8 15:56:19 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Nov 2011 00:56:19 +0400 Subject: [rt-users] Limit upload to compressed files In-Reply-To: References: Message-ID: Hi, Uploads processing is done in multiple places, so it's doable with several callbacks and custom code. It's possible to auto archive big files when ticket is created or updated. I did it once many years ago, but code is not public and I even don't have access to it. On Tue, Nov 8, 2011 at 12:23 PM, Michael Polenske wrote: > Good morning, > > we allow our customers to upload files (configuration files, kernel dumps > etc) to their ticket. Unfortunately not all customers follow the rule and > compress their uploads, so it can be that they upload a config file with >>20MB (compressed with standard zip it?s <1MB). > > > > So big question ? can I limit the upload to .zip /.gz/.rar.7z or whatever on > a easy way ? Any idea ? > > > > Thanks and best regards, > > Michael > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 -- Best regards, Ruslan. From jim.lesinski at gmail.com Tue Nov 8 16:55:13 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 8 Nov 2011 16:55:13 -0500 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? In-Reply-To: <20111108201742.GC1021@jibsheet.com> References: <20111108201742.GC1021@jibsheet.com> Message-ID: It looks like RT-Extension-QuickCalls can set some values using querystring parameters, but that doesn't seem to be working for custom fields. Is it even possible to set values for custom fields using querystring params? If you can, I may be able to use that. On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone wrote: > On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: > > I understand how to set up default values for a field using a custom > scrip. However, it seems > > a bit odd to me to load a ticket with no value, and then set it only > if the person opening a > > ticket doesn't select a value. I'd like to set the value in the UI > for a new ticket, so that > > it is clear to the person opening a ticket that the value has already > been set. > > Does anyone know of a way to set the default values so that they are > visible when the page > > actually loads for a new ticket? I understand that it may not be > possible with a scrip, but I > > appreciate your suggestions. > > RT-Extension-QuickCalls gives you a series of quick pre-filled ticket > Create links on your homepage. This and may give you some ideas on how > to do it. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at jokefire.com Tue Nov 8 18:55:51 2011 From: bluethundr at jokefire.com (Tim Dunphy) Date: Tue, 08 Nov 2011 23:55:51 -0000 (UTC) Subject: [rt-users] LDAP external auth In-Reply-To: <9447809e-d764-4ec9-b399-b95887023a04@li289-212> Message-ID: <66af4567-e39f-4743-8c47-83fadd65980e@li289-212> hello list! I am attempting to use ExternalAuth to have RT authenticate against an LDAP database. Our RT users have a sparate common name under our Group ou. cn=RTUsers,ou=Groups,dc=example,dc=com I have devised an LDAP query that successfully retrieves information that could be used to log into RT. ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D "uid=dunphy,ou=People,dc=example,dc=com" -w 'secret' "(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember" I am a little new at LDAP but from what I can see above I am performing a 'simple' bind with my ldap account and searching for the RTUsers group with a filter. This is an example of what it finds: # extended LDIF # # LDAPv3 # base with scope subtree # filter: (&(objectClass=top)(|(cn=RTUsers))) # requesting: uniqueMember # # RTUsers, Groups, example.com dn: cn=RTUsers,ou=Groups,dc=example,dc=com uniqueMember: uid=user1,ou=People,dc=example,dc=com uniqueMember: uid=user2,ou=People,dc=example,dc=com uniqueMember: uid=user3,ou=People,dc=example,dc=com uniqueMember: uid=user4t,ou=People,dc=example,dc=com ... # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 In the ldap server logs everything is looking good at this point: [08/Nov/2011:18:30:54 -0500] conn=1735740 op=1 msgId=2 - SRCH base="dc=example,dc=com" scope=2 filter="(uid=jvazquez)" attrs=ALL [08/Nov/2011:18:30:54 -0500] conn=1735740 op=1 msgId=2 - RESULT err=0 tag=101 nentries=1 etime=0 [08/Nov/2011:18:30:54 -0500] conn=1735740 op=2 msgId=3 - UNBIND However, as you might have guessed I'm having a little difficulty translating this success on the command line into an RT config. :) This is what I have, currently, as my LDAP service: # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'ldap01.example.com', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'uid=myuser,ou=People,cn=example,cn=com', # The password RT should use to connect to the LDAP server 'pass' => 'secret', # # The LDAP search base 'base' => 'ou=Groups,dc=example,dc=com', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '"(&(objectClass=top)(|(cn=RTUsers))) uniqueMember"', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'RTUsers', # What is the attribute for the group object that determines membership? 'group_attr' => 'cn', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', } }, But for some reason I am still trying to determine when I attempt to log in from the RT interface this is what results in the LDAP logs: [08/Nov/2011:18:36:04 -0500] conn=1735759 op=0 msgId=1 - BIND dn="uid=myuser,ou=People,cn=example,cn=com" method=128 version=3 [08/Nov/2011:18:36:04 -0500] conn=1735759 op=0 msgId=1 - RESULT err=32 tag=97 nentries=0 etime=0 [08/Nov/2011:18:36:04 -0500] conn=1735759 op=1 msgId=0 - RESULT err=80 tag=120 nentries=0 etime=0 Now error 32 is what constitutes a 'no such object' error. And error 80 indicates a password error. My theory is that because the object is not found password authentication is failing. I was hoping that someone with a knowledge of LDAP may be willing to assist. Thank you and best regards, tim From yan at seiner.com Tue Nov 8 19:03:35 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 8 Nov 2011 16:03:35 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> <4EB9802C.90501@bestpractical.com> Message-ID: On Tue, November 8, 2011 12:41 pm, Ruslan Zakirov wrote: > On Tue, Nov 8, 2011 at 11:17 PM, Thomas Sibley > wrote: >> On 11/08/2011 02:11 PM, Izz Abdullah wrote: >>> But yeah, setting the password = ?? actually forces the external >>> authentication (trying to login with a blank password does NOT work). >> >> I believe properly the password column should be '*NO-PASSWORD*' not the >> empty string. > > RT::User has method to check if password is set or not, it supports a > few cases. I think ExternalAuth doesn't use it and a bug was reported. As near as I can figure, when we merged the two databases the user table got smashed together. In 3.8.10, all users were local to the RT instance (all data stored in mysql). In 4.0.2, we went with AD authentication (ExternalAuth/LDAP). Somehow the user table must have gotten corrupted. None of my local users can log in. I cannot create local users. Most of my ExternalAuth users are OK, except for a few who cannot log in with their ExternalAuth credentials, but can with their mysql credentials. I only have about 20 active users, so it's not a big deal to clean it out and start over if I need to. We went live this week and I need to fix this quickly. At this point I can delete all the users if need be and have them start over. What is the best way to proceed? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From falcone at bestpractical.com Tue Nov 8 19:11:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Nov 2011 19:11:03 -0500 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? In-Reply-To: References: <20111108201742.GC1021@jibsheet.com> Message-ID: <20111109001103.GD1021@jibsheet.com> On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote: > It looks like RT-Extension-QuickCalls can set some values using querystring parameters, but > that doesn't seem to be working for custom fields. Is it even possible to set values for > custom fields using querystring params? If you can, I may be able to use that. You should be able to set Custom Fields with query string params, just be aware that the field names it uses are interesting. -kevin > On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: > > I understand how to set up default values for a field using a custom scrip. However, it > seems > > a bit odd to me to load a ticket with no value, and then set it only if the person opening > a > > ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so > that > > it is clear to the person opening a ticket that the value has already been set. > > Does anyone know of a way to set the default values so that they are visible when the page > > actually loads for a new ticket? I understand that it may not be possible with a scrip, > but I > > appreciate your suggestions. > > RT-Extension-QuickCalls gives you a series of quick pre-filled ticket > Create links on your homepage. This and may give you some ideas on how > to do it. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Joachim.Thuau at spacex.com Tue Nov 8 19:26:03 2011 From: Joachim.Thuau at spacex.com (Joachim Thuau) Date: Wed, 9 Nov 2011 00:26:03 +0000 Subject: [rt-users] LDAP external auth In-Reply-To: <66af4567-e39f-4743-8c47-83fadd65980e@li289-212> Message-ID: On 11/8/11 3:55 PM, "Tim Dunphy" wrote: > I have devised an LDAP query that successfully retrieves information >that could be used to log into RT. > > ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D >"uid=dunphy,ou=People,dc=example,dc=com" -w 'secret' >"(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember" > > This is an example of what it finds: > > # extended LDIF ># ># LDAPv3 ># base with scope subtree ># filter: (&(objectClass=top)(|(cn=RTUsers))) ># requesting: uniqueMember ># > ># RTUsers, Groups, example.com >dn: cn=RTUsers,ou=Groups,dc=example,dc=com >uniqueMember: uid=user1,ou=People,dc=example,dc=com >uniqueMember: uid=user2,ou=People,dc=example,dc=com >uniqueMember: uid=user3,ou=People,dc=example,dc=com >uniqueMember: uid=user4t,ou=People,dc=example,dc=com > >... > ># search result >search: 2 >result: 0 Success > ># numResponses: 2 ># numEntries: 1 So your query is returning a single object (numEntries: 1) that references all the objects you want to use (you get a single group object). With that in mind, you need to craft your query to return user objects. You should look at the properties of "uid=user1,ou=People,dc=example,dc=com" and use those to identify how to filter your users. (I expect that there might be some entries in there to reference the group the user is a member of, and you should build your filter on that, and drop the "cn=RTUsers" in your filter, that is almost certainly not what you want) I hope this puts you in the right direction... Jok From jim.lesinski at gmail.com Tue Nov 8 20:09:05 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 8 Nov 2011 20:09:05 -0500 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? In-Reply-To: <20111109001103.GD1021@jibsheet.com> References: <20111108201742.GC1021@jibsheet.com> <20111109001103.GD1021@jibsheet.com> Message-ID: <601F9D73-8ECB-4450-B191-09FE836075A0@gmail.com> Thanks Kevin. What do you mean by "interesting"? Can you provide an example of the format or where I can find the values I should use? Thanks, Jim Lesinski On Nov 8, 2011, at 7:11 PM, Kevin Falcone wrote: > On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote: >> It looks like RT-Extension-QuickCalls can set some values using querystring parameters, but >> that doesn't seem to be working for custom fields. Is it even possible to set values for >> custom fields using querystring params? If you can, I may be able to use that. > > You should be able to set Custom Fields with query string params, just > be aware that the field names it uses are interesting. > > -kevin > >> On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: >> >> On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: >>> I understand how to set up default values for a field using a custom scrip. However, it >> seems >>> a bit odd to me to load a ticket with no value, and then set it only if the person opening >> a >>> ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so >> that >>> it is clear to the person opening a ticket that the value has already been set. >>> Does anyone know of a way to set the default values so that they are visible when the page >>> actually loads for a new ticket? I understand that it may not be possible with a scrip, >> but I >>> appreciate your suggestions. >> >> RT-Extension-QuickCalls gives you a series of quick pre-filled ticket >> Create links on your homepage. This and may give you some ideas on how >> to do it. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 From bluethundr at jokefire.com Tue Nov 8 21:57:55 2011 From: bluethundr at jokefire.com (Tim Dunphy) Date: Wed, 09 Nov 2011 02:57:55 -0000 (UTC) Subject: [rt-users] LDAP external auth In-Reply-To: Message-ID: Thanks for the help Joachim.. I look forward to having another go at this tomorrow. best! tim ----- Original Message ----- From: "Joachim Thuau" To: "Tim Dunphy" , rt-users at lists.bestpractical.com Sent: Tuesday, November 8, 2011 7:26:03 PM Subject: Re: [rt-users] LDAP external auth On 11/8/11 3:55 PM, "Tim Dunphy" wrote: > I have devised an LDAP query that successfully retrieves information >that could be used to log into RT. > > ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D >"uid=dunphy,ou=People,dc=example,dc=com" -w 'secret' >"(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember" > > This is an example of what it finds: > > # extended LDIF ># ># LDAPv3 ># base with scope subtree ># filter: (&(objectClass=top)(|(cn=RTUsers))) ># requesting: uniqueMember ># > ># RTUsers, Groups, example.com >dn: cn=RTUsers,ou=Groups,dc=example,dc=com >uniqueMember: uid=user1,ou=People,dc=example,dc=com >uniqueMember: uid=user2,ou=People,dc=example,dc=com >uniqueMember: uid=user3,ou=People,dc=example,dc=com >uniqueMember: uid=user4t,ou=People,dc=example,dc=com > >... > ># search result >search: 2 >result: 0 Success > ># numResponses: 2 ># numEntries: 1 So your query is returning a single object (numEntries: 1) that references all the objects you want to use (you get a single group object). With that in mind, you need to craft your query to return user objects. You should look at the properties of "uid=user1,ou=People,dc=example,dc=com" and use those to identify how to filter your users. (I expect that there might be some entries in there to reference the group the user is a member of, and you should build your filter on that, and drop the "cn=RTUsers" in your filter, that is almost certainly not what you want) I hope this puts you in the right direction... Jok From michele.pinassi at unisi.it Wed Nov 9 02:38:08 2011 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Wed, 09 Nov 2011 08:38:08 +0100 Subject: [rt-users] RT 4.0 and FastCGI (fcgid) problem Message-ID: <4EBA2DE0.2070900@unisi.it> Hi all, after some problems (CPU hungry) with my RT's modperl installation, i decide to try with FastCGI. After got fcgid module, enable it, and recompile RT to use fastcgi (keeping modperl) as a backend: # make upgrade /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi --with-modperl2 --with-standalone .... i modify my default-ssl site configuration on Apache2 as follow: ServerAdmin webmaster at xxxx DocumentRoot "/opt/rt4/share/html" Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi but, when i try to load RT web page, i got a: Not Found The requested URL / was not found on this server. Apache/2.2.16 (Debian) Server at xxxx Port 443 and, on error.log: [Mon Nov 07 11:31:57 2011] [error] File does not exist: /opt/rt4/sbin/rt-server.fcgi/ i did several tries, cheching permissions and so on, but unsuccessfully. If i modify ScriptAlias as: ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/ i got: You're almost there! You haven't yet configured your webserver to run RT. .... and if i try loading http://xxxx/rt i receive a 404 and a "File does not exists" in error log Any hint ? Thanks, Michele -- Michele Pinassi Servizio Reti, Sistemi e Sicurezza Informatica Universit? degli Studi di Siena tel: 0577.(23)2169 https://sites.google.com/a/unisi.it/o-zone/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From Matthew.Hattersley at vaioni.com Wed Nov 9 06:40:14 2011 From: Matthew.Hattersley at vaioni.com (Matthew Hattersley) Date: Wed, 9 Nov 2011 11:40:14 -0000 Subject: [rt-users] Signatures Message-ID: <1E61B36701968147802416A3DC64E1110159FC08@vglsrv02.vgl2.office.vaioni.com> Does anyone know of a way, wherein the Signatures get added to Correspondence but not Comments? We tend to use comments for internal updates and our signature is massive, thus the need to cut down on line noise. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.guiot at risc-group.com Wed Nov 9 08:01:21 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Wed, 9 Nov 2011 14:01:21 +0100 Subject: [rt-users] Signatures In-Reply-To: <1E61B36701968147802416A3DC64E1110159FC08@vglsrv02.vgl2.office.vaioni.com> References: <1E61B36701968147802416A3DC64E1110159FC08@vglsrv02.vgl2.office.vaioni.com> Message-ID: <20111109140121.2041ea7e@ng-latitude.rscorl.local> On Wed, 9 Nov 2011 11:40:14 -0000, Matthew Hattersley wrote: > Does anyone know of a way, wherein the Signatures get added to > Correspondence but not Comments? > > > > We tend to use comments for internal updates and our signature is > massive, thus the need to cut down on line noise. > What version are you using ? http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909 From falcone at bestpractical.com Wed Nov 9 09:05:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 09:05:47 -0500 Subject: [rt-users] Signatures In-Reply-To: <1E61B36701968147802416A3DC64E1110159FC08@vglsrv02.vgl2.office.vaioni.com> References: <1E61B36701968147802416A3DC64E1110159FC08@vglsrv02.vgl2.office.vaioni.com> Message-ID: <20111109140547.GE1021@jibsheet.com> On Wed, Nov 09, 2011 at 11:40:14AM -0000, Matthew Hattersley wrote: > Does anyone know of a way, wherein the Signatures get added to Correspondence but not > Comments? > > We tend to use comments for internal updates and our signature is massive, thus the need to > cut down on line noise. (4.0-trunk)$ grep Comment etc/RT_Config.pm | grep Signature =item C<$MessageBoxIncludeSignatureOnComment> Set($MessageBoxIncludeSignatureOnComment, 1); -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Wed Nov 9 09:07:35 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 09 Nov 2011 09:07:35 -0500 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> <4EB9802C.90501@bestpractical.com> Message-ID: <4EBA8927.6070002@bestpractical.com> On 11/08/2011 07:03 PM, Yan Seiner wrote: > As near as I can figure, when we merged the two databases the user table > got smashed together. How did you merge the databases? There is no existing tool to do a merge properly and doing it manually is not trivial even with a good understanding of the schema. Thomas From frankie at telecos.upc.edu Wed Nov 9 09:45:52 2011 From: frankie at telecos.upc.edu (Francesc Guasch) Date: Wed, 09 Nov 2011 15:45:52 +0100 Subject: [rt-users] upgrade mysql schema problem in rt4 In-Reply-To: <20111108163950.GB1021@jibsheet.com> References: <4EB91CF5.8090700@telecos.upc.edu> <20111108162645.GA1021@jibsheet.com> <4EB95A1B.7000802@telecos.upc.edu> <20111108163950.GB1021@jibsheet.com> Message-ID: <4EBA9220.2080605@telecos.upc.edu> Al 08/11/11 17:39, En/na Kevin Falcone ha escrit: > On Tue, Nov 08, 2011 at 05:34:35PM +0100, Francesc Guasch wrote: >> Al 08/11/11 17:26, En/na Kevin Falcone ha escrit: >>> On Tue, Nov 08, 2011 at 01:13:41PM +0100, Francesc Guasch wrote: >>>> >>>> I'm stuck upgrading the database. I am trying to upgrade from >>>> an old mysql 4.0.24. >>>> >>>> perl etc/upgrade/upgrade-mysql-schema.pl >>>> >>>> Can't use an undefined value as an ARRAY reference at >>>> etc/upgrade/upgrade-mysql-schema.pl line 442. > Then look at the other parts of the where clause. Is the database > name right? Are the column names right? > Ok, I found what happened. Our database has lower_case_table_names=1, so the script didn't find the tables. I made this patch to etc/upgrade/upgrade-mysql-schema.pl: 446,447c446 < ." AND ( TABLE_NAME = ". $dbh->quote($table) < ." OR TABLE_NAME = ".lc($dbh->quote($table)).")" --- > ." AND TABLE_NAME = ". $dbh->quote($table) From Matthew.Hattersley at vaioni.com Wed Nov 9 10:12:59 2011 From: Matthew.Hattersley at vaioni.com (Matthew Hattersley) Date: Wed, 9 Nov 2011 15:12:59 -0000 Subject: [rt-users] Signatures References: <1E61B36701968147802416A3DC64E1110159FC08@vglsrv02.vgl2.office.vaioni.com> <20111109140547.GE1021@jibsheet.com> Message-ID: <1E61B36701968147802416A3DC64E1110159FC87@vglsrv02.vgl2.office.vaioni.com> Thanks -kevin Kind regards, Matthew Hattersley Technical Director Vaioni - Extraordinary Convergence 14 Leslie Hough Way Manchester Lancashire M6 6AJ Tel: 0870-160-0650 Ext 201 Mobile: 07852987991 Fax: 0870-160-0651 Email: mailto:Matthew.Hattersley at vaioni.com Web: http://www.vaioni.com Find Vaioni's latest Terms and Conditions & SLA docs http://www.vaioni.com/tcaupsla.html. http://www.vaioni.com/ http://www.twitter.com/vaioni http://www.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285The information transmitted in and with this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. 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From yan at seiner.com Wed Nov 9 10:31:14 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Nov 2011 07:31:14 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <4EBA8927.6070002@bestpractical.com> References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com> <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> Message-ID: On Wed, November 9, 2011 6:07 am, Thomas Sibley wrote: > On 11/08/2011 07:03 PM, Yan Seiner wrote: >> As near as I can figure, when we merged the two databases the user table >> got smashed together. > > How did you merge the databases? > > There is no existing tool to do a merge properly and doing it manually > is not trivial even with a good understanding of the schema. I think "merge" was not the right thing to say. We migrated the old database to the new database using the instructions in the README. We threw away our 4.0 test database. I think the problem is that we had user XXX in the 3.8 database as a local user and in the 4.0 database user XXX was LDAP external auth. Everything else works fine; just my local mysql users cannot log in and I can create them but not give them passwords. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From Izz.Abdullah at hibbett.com Wed Nov 9 10:34:41 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 9 Nov 2011 09:34:41 -0600 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com><9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com ><4EB9802C.90501@bestpractical .com><4EBA8927.6070002@bestpractical.com> Message-ID: This is exactly the scenario here. Except, the old MySQL accounts, I can login with either the MySQL credentials or the LDAP credentials (note the username is the same for both by convention for us). If you want to use MySQL login, did you add that as a secondary path of authentication in your SiteConfig file? I didn't want this option, but seems like when using ExternalAuth, if you wanted to allow local login / MySQL, you have to configure that as well in the config file. I could be wrong. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Wednesday, November 09, 2011 9:31 AM To: Thomas Sibley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes On Wed, November 9, 2011 6:07 am, Thomas Sibley wrote: > On 11/08/2011 07:03 PM, Yan Seiner wrote: >> As near as I can figure, when we merged the two databases the user table >> got smashed together. > > How did you merge the databases? > > There is no existing tool to do a merge properly and doing it manually > is not trivial even with a good understanding of the schema. I think "merge" was not the right thing to say. We migrated the old database to the new database using the instructions in the README. We threw away our 4.0 test database. I think the problem is that we had user XXX in the 3.8 database as a local user and in the 4.0 database user XXX was LDAP external auth. Everything else works fine; just my local mysql users cannot log in and I can create them but not give them passwords. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From yan at seiner.com Wed Nov 9 10:47:53 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Nov 2011 07:47:53 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <35682396fc213381bb4c2a4320693596.squirrel@mail.seiner.com><9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com ><4EB9802C.90501@bestpractical .com><4EBA8927.6070002@bestpractical.com> Message-ID: <555e85208ce0832a93777d3929b63855.squirrel@mail.seiner.com> On Wed, November 9, 2011 7:34 am, Izz Abdullah wrote: > This is exactly the scenario here. Except, the old MySQL accounts, I can > login with either the MySQL credentials or the LDAP credentials (note the > username is the same for both by convention for us). If you want to use > MySQL login, did you add that as a secondary path of authentication in > your SiteConfig file? I didn't want this option, but seems like when > using ExternalAuth, if you wanted to allow local login / MySQL, you have > to configure that as well in the config file. I could be wrong.\ The local user/LDAP user thing worked fine when we tested 4.0 (built from scratch). We could create local users and autocreate LDAP users. We use the same SiteConfig file for the migrated 3.8->4.0 database, and the users don't work correctly. I'm trying to get phpmyadmin working right now so I can look at the tables and see what's going on. (Another story; apache is being subborn but that's not for this list.) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: Wednesday, November 09, 2011 9:31 AM > To: Thomas Sibley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes > > > On Wed, November 9, 2011 6:07 am, Thomas Sibley wrote: >> On 11/08/2011 07:03 PM, Yan Seiner wrote: >>> As near as I can figure, when we merged the two databases the user >>> table >>> got smashed together. >> >> How did you merge the databases? >> >> There is no existing tool to do a merge properly and doing it manually >> is not trivial even with a good understanding of the schema. > > I think "merge" was not the right thing to say. We migrated the old > database to the new database using the instructions in the README. We > threw away our 4.0 test database. > > I think the problem is that we had user XXX in the 3.8 database as a local > user and in the 4.0 database user XXX was LDAP external auth. Everything > else works fine; just my local mysql users cannot log in and I can create > them but not give them passwords. > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > > !DSPAM:4eba9dac253411804284693! > > -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From gsollazz at sgul.ac.uk Wed Nov 9 11:22:11 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 09 Nov 2011 16:22:11 +0000 Subject: [rt-users] RT Mobile - home page? Message-ID: <4EBAA8B3.7010409@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I've noticed that if I login on RT from a mobile (in this case, android), it goes into mobile mode as expected, but only after logging in. It would be nice to have a mobile login page, too. Is this something missing or do I need to activate it separately? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOuqizAAoJEAqigArPBfJXkvUH/Ap7SQKyBvkXVbfz5FrZ9/uM E+DfvQ/fepnC4Zwrc73678EIfrHlqdD1c8Q/zgdERPfkU4YaGMAoIMxMv96Y91Sn Jrl2RJFFWtdpP9PY0y9ziI/FgmdP8eNJ0EA6QkD+eV+povaZbxmAjv5vfDAx/RYi 2dKmJN+zsgci745IHdW6tSm9Tf/iG689ky3bqLFX8vXTj2ww64d5kGWr5JbZqJbn C9wKJwgbD9fEaH2co4J1buCnhXBfxUU+hMdO7O+uL+VAtfKfbFHrEDMoq/7TzrER 9aCpn5bYgOnJuKnrppgH592t0lSQbkqb/Uot9CyzsfFKBCx3JM0ttMOifCFsvhg= =2aDO -----END PGP SIGNATURE----- From jim.lesinski at gmail.com Wed Nov 9 11:34:58 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Wed, 9 Nov 2011 11:34:58 -0500 Subject: [rt-users] Can you set default values on page load, so you can see them in a new ticket? In-Reply-To: <601F9D73-8ECB-4450-B191-09FE836075A0@gmail.com> References: <20111108201742.GC1021@jibsheet.com> <20111109001103.GD1021@jibsheet.com> <601F9D73-8ECB-4450-B191-09FE836075A0@gmail.com> Message-ID: Just to follow up - I looked at the rendered pages html source and tried using the ID for the field as the querystring parameter I wanted to set. It works, but as Kevin said the ID is "interesting". For custom fields you will be looking for something like this: Object-RT::Ticket--CustomField-3-Values On Tue, Nov 8, 2011 at 8:09 PM, Jim Lesinski wrote: > Thanks Kevin. What do you mean by "interesting"? Can you provide an > example of the format or where I can find the values I should use? > > Thanks, > Jim Lesinski > > On Nov 8, 2011, at 7:11 PM, Kevin Falcone > wrote: > > > On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote: > >> It looks like RT-Extension-QuickCalls can set some values using > querystring parameters, but > >> that doesn't seem to be working for custom fields. Is it even > possible to set values for > >> custom fields using querystring params? If you can, I may be able to > use that. > > > > You should be able to set Custom Fields with query string params, just > > be aware that the field names it uses are interesting. > > > > -kevin > > > >> On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > >> > >> On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: > >>> I understand how to set up default values for a field using a custom > scrip. However, it > >> seems > >>> a bit odd to me to load a ticket with no value, and then set it only > if the person opening > >> a > >>> ticket doesn't select a value. I'd like to set the value in the UI for > a new ticket, so > >> that > >>> it is clear to the person opening a ticket that the value has already > been set. > >>> Does anyone know of a way to set the default values so that they are > visible when the page > >>> actually loads for a new ticket? I understand that it may not be > possible with a scrip, > >> but I > >>> appreciate your suggestions. > >> > >> RT-Extension-QuickCalls gives you a series of quick pre-filled > ticket > >> Create links on your homepage. This and may give you some ideas on > how > >> to do it. > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 9 11:47:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 11:47:01 -0500 Subject: [rt-users] RT Mobile - home page? In-Reply-To: <4EBAA8B3.7010409@sgul.ac.uk> References: <4EBAA8B3.7010409@sgul.ac.uk> Message-ID: <20111109164701.GF1021@jibsheet.com> On Wed, Nov 09, 2011 at 04:22:11PM +0000, Giuseppe Sollazzo wrote: > I've noticed that if I login on RT from a mobile (in this case, > android), it goes into mobile mode as expected, but only after logging in. > It would be nice to have a mobile login page, too. > > Is this something missing or do I need to activate it separately? There's a bug in the 4.0 series that sends you to the normal login page instead of a mobile page. In 4.0.2 and later we serve a lot less JS on that page, so it should be better. It turned out to be a complex issue, so there is no fix yet (ticket 16809). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 9 11:49:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 11:49:51 -0500 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> Message-ID: <20111109164951.GG1021@jibsheet.com> On Wed, Nov 09, 2011 at 09:34:41AM -0600, Izz Abdullah wrote: > If you want to use MySQL login, did you add that as a secondary path > of authentication in your SiteConfig file? I didn't want this option, > but seems like when using ExternalAuth, if you wanted to allow local > login / MySQL, you have to configure that as well in the config file. This is false - RT-Authen-ExternalAuth falls back to the internal mysql password if it cannot log you in with the configured LDAP sources. You should not configure RT-Authen-ExternalAuth to look directly at the Users table, it is unnecessary. If you're having trouble managing RT internal users while logged in as an LDAP user, please see Ruslan's response about possible bugs. Try logging in as root and seeing if that helps. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Wed Nov 9 12:01:01 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Nov 2011 09:01:01 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <20111109164951.GG1021@jibsheet.com> References: <9672e983cf1c17915c1a29f6b3e0aa62.squirrel@mail.seiner.com> <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> Message-ID: On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: > If you're having trouble managing RT internal users while logged in as > an LDAP user, please see Ruslan's response about possible bugs. Try > logging in as root and seeing if that helps. Is the bug report public? If so, where? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From gsollazz at sgul.ac.uk Wed Nov 9 12:04:34 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 09 Nov 2011 17:04:34 +0000 Subject: [rt-users] RT Mobile - home page? In-Reply-To: <20111109164701.GF1021@jibsheet.com> References: <4EBAA8B3.7010409@sgul.ac.uk> <20111109164701.GF1021@jibsheet.com> Message-ID: <4EBAB2A2.6020900@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Kevin, thanks for your reply. Do you think that moving to 4.0.2 will sort it? Thanks, Giuseppe On 09/11/11 16:47, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 04:22:11PM +0000, Giuseppe Sollazzo wrote: >> I've noticed that if I login on RT from a mobile (in this case, >> android), it goes into mobile mode as expected, but only after >> logging in. It would be nice to have a mobile login page, too. >> >> Is this something missing or do I need to activate it >> separately? > > There's a bug in the 4.0 series that sends you to the normal login > page instead of a mobile page. In 4.0.2 and later we serve a lot > less JS on that page, so it should be better. It turned out to be a > complex issue, so there is no fix yet (ticket 16809). > > -kevin > > > -------- RT Training Sessions > (http://bestpractical.com/services/training.html) * Barcelona, > Spain ? November 28 & 29, 2011 - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOurKiAAoJEAqigArPBfJXRaoIAI7LBZEfeBBn2a/pFzLgTw7i 50OA66jzkkjPdJnwtimKtLz4m+XCvhrXAwPvg/0tsYfXzPk9wR7Crykpl92tO9Ks Snxk95PcDRf6RoDyk12280fx8Jr7kd4MUw5D/chboC+QGBHlO9kPYn1b83O6ScNa Z6J+WsjWhxkje/TnpTu7EWqoh4BVFr5Kd5JvVN4PJsbFWlOM3p3UmFmeOs9c9/5t tQr8Y6yiRR7vsg3W4hUUZ+1uh3zf5KLGTvyYYi7RMBEgraiiy2I59yztBhrH797x Uk8Mv52iZZWhXlZGlNIKOUyvfL/DndtFBMjRPGOULHVWiKRSlbJ0WhFVkDPSVB8= =o1bO -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 9 12:10:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 12:10:34 -0500 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> Message-ID: <20111109171034.GH1021@jibsheet.com> On Wed, Nov 09, 2011 at 09:01:01AM -0800, Yan Seiner wrote: > > On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: > > > If you're having trouble managing RT internal users while logged in as > > an LDAP user, please see Ruslan's response about possible bugs. Try > > logging in as root and seeing if that helps. > > Is the bug report public? If so, where? If there is an existing bug report it would be in the rt.cpan.org queue for RT-Authen-ExternalAuth. If there is no report, please make one. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 9 12:11:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 12:11:54 -0500 Subject: [rt-users] RT Mobile - home page? In-Reply-To: <4EBAB2A2.6020900@sgul.ac.uk> References: <4EBAA8B3.7010409@sgul.ac.uk> <20111109164701.GF1021@jibsheet.com> <4EBAB2A2.6020900@sgul.ac.uk> Message-ID: <20111109171154.GI1021@jibsheet.com> On Wed, Nov 09, 2011 at 05:04:34PM +0000, Giuseppe Sollazzo wrote: > Hi Kevin, > thanks for your reply. > > Do you think that moving to 4.0.2 will sort it? > I'm not sure what version you have, and I also don't know what you mean by sort it. You will not get a mobile login page in 4.0.2 or 4.0.3, you will get a lighter login page however. You can view the bug in our bug tracker if you want to see what it covers. -kevin > On 09/11/11 16:47, Kevin Falcone wrote: > > On Wed, Nov 09, 2011 at 04:22:11PM +0000, Giuseppe Sollazzo wrote: > >> I've noticed that if I login on RT from a mobile (in this case, > >> android), it goes into mobile mode as expected, but only after > >> logging in. It would be nice to have a mobile login page, too. > >> > >> Is this something missing or do I need to activate it > >> separately? > > > > There's a bug in the 4.0 series that sends you to the normal login > > page instead of a mobile page. In 4.0.2 and later we serve a lot > > less JS on that page, so it should be better. It turned out to be a > > complex issue, so there is no fix yet (ticket 16809). -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Wed Nov 9 12:45:20 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Nov 2011 09:45:20 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <20111109171034.GH1021@jibsheet.com> References: <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> <20111109171034.GH1021@jibsheet.com> Message-ID: On Wed, November 9, 2011 9:10 am, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 09:01:01AM -0800, Yan Seiner wrote: >> >> On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: >> >> > If you're having trouble managing RT internal users while logged in as >> > an LDAP user, please see Ruslan's response about possible bugs. Try >> > logging in as root and seeing if that helps. >> >> Is the bug report public? If so, where? > > If there is an existing bug report it would be in the rt.cpan.org > queue for RT-Authen-ExternalAuth. If there is no report, please make > one. I've been poking around in the databases... In the virgin RT4 database (the one we created from scratch) the password field is varchar(256). In the converted RT3->RT4 database the password field is varbinary(40). In the original RT3 database, the password field is varbinary(40). I don't know enough about mysql but that doesn't seem right. Can some mysql gurus clue me in? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From Izz.Abdullah at hibbett.com Wed Nov 9 12:48:57 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 9 Nov 2011 11:48:57 -0600 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <4EB9802C.90501@bestpractical.com><4EBA8927.6070002@bestpractical.com><20111109164951.GG 1021@jibsheet.com><20111109171034.GH1021@jibsheet.com> Message-ID: That is odd. The migrate database should have set it to varchar(256), at least that is how our mysql database, imported 3.8.6 and upgraded to 4.0.2, is on the password field as well. Did you have any errors on the migration sequence? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Wednesday, November 09, 2011 11:45 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes On Wed, November 9, 2011 9:10 am, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 09:01:01AM -0800, Yan Seiner wrote: >> >> On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: >> >> > If you're having trouble managing RT internal users while logged in as >> > an LDAP user, please see Ruslan's response about possible bugs. Try >> > logging in as root and seeing if that helps. >> >> Is the bug report public? If so, where? > > If there is an existing bug report it would be in the rt.cpan.org > queue for RT-Authen-ExternalAuth. If there is no report, please make > one. I've been poking around in the databases... In the virgin RT4 database (the one we created from scratch) the password field is varchar(256). In the converted RT3->RT4 database the password field is varbinary(40). In the original RT3 database, the password field is varbinary(40). I don't know enough about mysql but that doesn't seem right. Can some mysql gurus clue me in? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Wed Nov 9 12:55:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 12:55:27 -0500 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: References: <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> <20111109171034.GH1021@jibsheet.com> Message-ID: <20111109175527.GJ1021@jibsheet.com> On Wed, Nov 09, 2011 at 09:45:20AM -0800, Yan Seiner wrote: > > On Wed, November 9, 2011 9:10 am, Kevin Falcone wrote: > > On Wed, Nov 09, 2011 at 09:01:01AM -0800, Yan Seiner wrote: > >> > >> On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: > >> > >> > If you're having trouble managing RT internal users while logged in as > >> > an LDAP user, please see Ruslan's response about possible bugs. Try > >> > logging in as root and seeing if that helps. > >> > >> Is the bug report public? If so, where? > > > > If there is an existing bug report it would be in the rt.cpan.org > > queue for RT-Authen-ExternalAuth. If there is no report, please make > > one. > > I've been poking around in the databases... > > In the virgin RT4 database (the one we created from scratch) the password > field is varchar(256). > > In the converted RT3->RT4 database the password field is varbinary(40). > > In the original RT3 database, the password field is varbinary(40). > > I don't know enough about mysql but that doesn't seem right. Can some > mysql gurus clue me in? It looks like you didn't run the database upgrade scripts. On 4.0.3 after running make upgrade it should tell you about make upgrade-database. There is a step that the automated process runs which converts you to a varchar(256). There are a *lot* of important changes between 3.8 and 4.0 that happen at the database level, including lots of new columns and tables. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Wed Nov 9 13:07:16 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Nov 2011 10:07:16 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <20111109175527.GJ1021@jibsheet.com> References: <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> <20111109171034.GH1021@jibsheet.com> <20111109175527.GJ1021@jibsheet.com> Message-ID: <81002029d3ccc7cb10ec7d3270ab3959.squirrel@mail.seiner.com> On Wed, November 9, 2011 9:55 am, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 09:45:20AM -0800, Yan Seiner wrote: >> I've been poking around in the databases... >> >> In the virgin RT4 database (the one we created from scratch) the >> password >> field is varchar(256). >> >> In the converted RT3->RT4 database the password field is varbinary(40). >> >> In the original RT3 database, the password field is varbinary(40). >> >> I don't know enough about mysql but that doesn't seem right. Can some >> mysql gurus clue me in? > > It looks like you didn't run the database upgrade scripts. > On 4.0.3 after running make upgrade it should tell you about > make upgrade-database. There is a step that the automated process > runs which converts you to a varchar(256). > > There are a *lot* of important changes between 3.8 and 4.0 that happen > at the database level, including lots of new columns and tables. Unless I really screwed something up, this is the command I used. It asked me for which version to start from and then ran a whole bunch of steps. /opt/rt4/sbin/rt-setup-database -dba root -p --action upgrade Is there another command I should have run? How can I verify I ran the process correctly? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From falcone at bestpractical.com Wed Nov 9 13:38:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 13:38:57 -0500 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <81002029d3ccc7cb10ec7d3270ab3959.squirrel@mail.seiner.com> References: <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> <20111109171034.GH1021@jibsheet.com> <20111109175527.GJ1021@jibsheet.com> <81002029d3ccc7cb10ec7d3270ab3959.squirrel@mail.seiner.com> Message-ID: <20111109183857.GK1021@jibsheet.com> On Wed, Nov 09, 2011 at 10:07:16AM -0800, Yan Seiner wrote: > > On Wed, November 9, 2011 9:55 am, Kevin Falcone wrote: > > On Wed, Nov 09, 2011 at 09:45:20AM -0800, Yan Seiner wrote: > >> I've been poking around in the databases... > >> > >> In the virgin RT4 database (the one we created from scratch) the > >> password > >> field is varchar(256). > >> > >> In the converted RT3->RT4 database the password field is varbinary(40). > >> > >> In the original RT3 database, the password field is varbinary(40). > >> > >> I don't know enough about mysql but that doesn't seem right. Can some > >> mysql gurus clue me in? > > > > It looks like you didn't run the database upgrade scripts. > > On 4.0.3 after running make upgrade it should tell you about > > make upgrade-database. There is a step that the automated process > > runs which converts you to a varchar(256). > > > > There are a *lot* of important changes between 3.8 and 4.0 that happen > > at the database level, including lots of new columns and tables. > > Unless I really screwed something up, this is the command I used. It > asked me for which version to start from and then ran a whole bunch of > steps. > > /opt/rt4/sbin/rt-setup-database -dba root -p --action upgrade > > Is there another command I should have run? That's the command > How can I verify I ran the process correctly? Look at the output of the command and your database logs. Since your schema isn't upgraded, something failed. You can look through etc/upgrade/relevant-versions/* and see what else should have run. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Wed Nov 9 14:05:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Nov 2011 23:05:38 +0400 Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <20111109171034.GH1021@jibsheet.com> References: <4EB9802C.90501@bestpractical.com> <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> <20111109171034.GH1021@jibsheet.com> Message-ID: On Wed, Nov 9, 2011 at 9:10 PM, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 09:01:01AM -0800, Yan Seiner wrote: >> >> On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: >> >> > If you're having trouble managing RT internal users while logged in as >> > an LDAP user, please see Ruslan's response about possible bugs. ?Try >> > logging in as root and seeing if that helps. >> >> Is the bug report public? ?If so, where? > > If there is an existing bug report it would be in the rt.cpan.org > queue for RT-Authen-ExternalAuth. ?If there is no report, please make > one. https://rt.cpan.org/Ticket/Display.html?id=71744 > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Nov 9 15:11:15 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Nov 2011 00:11:15 +0400 Subject: [rt-users] upgrade mysql schema problem in rt4 In-Reply-To: <4EBA9220.2080605@telecos.upc.edu> References: <4EB91CF5.8090700@telecos.upc.edu> <20111108162645.GA1021@jibsheet.com> <4EB95A1B.7000802@telecos.upc.edu> <20111108163950.GB1021@jibsheet.com> <4EBA9220.2080605@telecos.upc.edu> Message-ID: On Wed, Nov 9, 2011 at 6:45 PM, Francesc Guasch wrote: > Al 08/11/11 17:39, En/na Kevin Falcone ha escrit: >> >> On Tue, Nov 08, 2011 at 05:34:35PM +0100, Francesc Guasch wrote: >>> >>> Al 08/11/11 17:26, En/na Kevin Falcone ha escrit: >>>> >>>> On Tue, Nov 08, 2011 at 01:13:41PM +0100, Francesc Guasch wrote: >>>>> >>>>> I'm stuck upgrading the database. I am trying to upgrade from >>>>> an old mysql 4.0.24. >>>>> >>>>> perl etc/upgrade/upgrade-mysql-schema.pl >>>>> >>>>> Can't use an undefined value as an ARRAY reference at >>>>> etc/upgrade/upgrade-mysql-schema.pl line 442. > >> Then look at the other parts of the where clause. ?Is the database >> name right? ?Are the column names right? >> > > Ok, I found what happened. Our database has lower_case_table_names=1, > so the script didn't find the tables. I made this patch to > etc/upgrade/upgrade-mysql-schema.pl: > > 446,447c446 > < ? ? ? ? ? ? ." AND ( TABLE_NAME ? = ". $dbh->quote($table) > < ? ? ? ? ? ? ." ? ? ? OR TABLE_NAME = ".lc($dbh->quote($table)).")" > --- >> ? ? ? ? ? ? ." AND TABLE_NAME ? = ". $dbh->quote($table) Try the following patch I want to push into the repo. Thanks for investigating and returning back to the list. http://users.bestpractical.com/~ruz/p/2011-11-10AqjN_uH7 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From yan at seiner.com Wed Nov 9 15:22:55 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 9 Nov 2011 12:22:55 -0800 (PST) Subject: [rt-users] ExternalAuth, local users, and upgrade woes In-Reply-To: <20111109183857.GK1021@jibsheet.com> References: <4EBA8927.6070002@bestpractical.com> <20111109164951.GG1021@jibsheet.com> <20111109171034.GH1021@jibsheet.com> <20111109175527.GJ1021@jibsheet.com> <81002029d3ccc7cb10ec7d3270ab3959.squirrel@mail.seiner.com> <20111109183857.GK1021@jibsheet.com> Message-ID: <37f6dcfe0de15d31c20ff3b986f84bf6.squirrel@mail.seiner.com> On Wed, November 9, 2011 10:38 am, Kevin Falcone wrote: > > Look at the output of the command and your database logs. Since your > schema isn't upgraded, something failed. You can look through > etc/upgrade/relevant-versions/* and see what else should have run. OK, a cursory look says that everything updated except for the user table. (??) I don't have the records of the original command.... I dumped the table, changed the password type, and stuffed it back into the database. Seems to be working now. I have no idea what would cause this one update to fail. I have all of the additional tables and the schemas seem to be OK.... -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From jcharaoui at cmaisonneuve.qc.ca Wed Nov 9 15:29:56 2011 From: jcharaoui at cmaisonneuve.qc.ca (=?ISO-8859-1?Q?J=E9r=F4me_Charaoui?=) Date: Wed, 9 Nov 2011 15:29:56 -0500 Subject: [rt-users] RT4 Tab Callback Message-ID: <4EBAE2C4.5010905@cmaisonneuve.qc.ca> Hello, I'd like to introduce an extra tab in the RT4 ticket display page that links to an URL based on the ticket's Id number. I understand I need to use the Elements/Tabs/Privileged callback, but since no arguments are passed to it, I'm not sure how I could access the required context elements, such as the current ticket object. In this message [1], it's said that one should use the PageMenu ou Menu methods in that callback, but it doesn't seem like I can pull any useful information from there. Thanks, Jerome Charaoui [1] http://lists.fsck.com/pipermail/rt-users/2011-August/071994.html From Izz.Abdullah at hibbett.com Wed Nov 9 15:43:05 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 9 Nov 2011 14:43:05 -0600 Subject: [rt-users] RT4 Tab Callback In-Reply-To: References: <4EBAE2C4.5010905@cmaisonneuve.qc.ca> Message-ID: I believe you use the PageWidgets()->child call. I have something similar to this: PageWidgets()->child( brief_history => raw_html => $m->scomp('/RT-Extension-MenubarUserTickets/List') ); I know this isn't quite the correct syntax, but maybe that can help you get started. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of J?r?me Charaoui Sent: Wednesday, November 09, 2011 2:30 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT4 Tab Callback Hello, I'd like to introduce an extra tab in the RT4 ticket display page that links to an URL based on the ticket's Id number. I understand I need to use the Elements/Tabs/Privileged callback, but since no arguments are passed to it, I'm not sure how I could access the required context elements, such as the current ticket object. In this message [1], it's said that one should use the PageMenu ou Menu methods in that callback, but it doesn't seem like I can pull any useful information from there. Thanks, Jerome Charaoui [1] http://lists.fsck.com/pipermail/rt-users/2011-August/071994.html -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From ffercs at gmail.com Wed Nov 9 17:17:20 2011 From: ffercs at gmail.com (Jeff Sampson) Date: Wed, 9 Nov 2011 12:17:20 -1000 Subject: [rt-users] RT 4.0.3 upgrade problem Message-ID: Hi All, I just updated my previously working 4.0.2 RT server to 4.0.3. RT is running under mod_perl on this box. I followed all of the upgrade instructions as usual (./configure;make testdeps;make upgrade;make upgrade-database, and cleared the mason cache directory). The problem is that when visiting the RT URL server gives a HTTP 500 error. In syslog I get these messages. Nov 9 11:43:22 noname RT: Subroutine handle_startup_error redefined at /opt/rt4/sbin/rt-server line 238. (/opt/rt4/sbin/rt-server:238) Nov 9 11:43:22 noname RT: Subroutine handle_bind_error redefined at /opt/rt4/sbin/rt-server line 250. (/opt/rt4/sbin/rt-server:250) Nov 9 11:43:34 noname RT: #011(in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can't locate object method "ComponentRoots" via package "RT::Interface::Web" at /opt/rt4/sbin/../lib/RT/ Config.pm line 205. (/opt/rt4/sbin/../lib/RT.pm:343) Here is what I have tried: -Make sure my perl dependencies are all up to date. I did this using CPAN. A make testdeps shows everything to be in order. -Tried disabling external plugins. I am using RT-Authen-ExternalAuth with an LDAP backend. No change here. -Restoring a backup copy of /opt/rt4 version 4.0.2. I didn't revert the database, but it still gives the same error so I don't think it's database. Any ideas on what to do next would be greatly appreciated. Thanks, Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 9 18:10:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 18:10:07 -0500 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: References: Message-ID: <20111109231007.GL1021@jibsheet.com> On Wed, Nov 09, 2011 at 12:17:20PM -1000, Jeff Sampson wrote: > Hi All, > I just updated my previously working 4.0.2 RT server to 4.0.3. RT is > running under mod_perl on this box. I followed all of the upgrade > instructions as usual (./configure;make testdeps;make upgrade;make > upgrade-database, and cleared the mason cache directory). The problem is > that when visiting the RT URL server gives a HTTP 500 error. In syslog I > get these messages. > > Nov 9 11:43:22 noname RT: Subroutine handle_startup_error redefined at > /opt/rt4/sbin/rt-server line 238. (/opt/rt4/sbin/rt-server:238) > Nov 9 11:43:22 noname RT: Subroutine handle_bind_error redefined at > /opt/rt4/sbin/rt-server line 250. (/opt/rt4/sbin/rt-server:250) > Nov 9 11:43:34 noname RT: #011(in cleanup) Error while loading > /opt/rt4/sbin/rt-server: Can't locate object method "ComponentRoots" via > package "RT::Interface::Web" at /opt/rt4/sbin/../lib/RT/ > Config.pm line 205. (/opt/rt4/sbin/../lib/RT.pm:343) This looks like you're loading parts of RT twice. Show your Apache config? -kevin > Here is what I have tried: > -Make sure my perl dependencies are all up to date. I did this using > CPAN. A make testdeps shows everything to be in order. > -Tried disabling external plugins. I am using RT-Authen-ExternalAuth with > an LDAP backend. No change here. > -Restoring a backup copy of /opt/rt4 version 4.0.2. I didn't revert the > database, but it still gives the same error so I don't think it's database. > > Any ideas on what to do next would be greatly appreciated. > Thanks, > Jeff -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 9 18:11:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Nov 2011 18:11:53 -0500 Subject: [rt-users] RT4 Tab Callback In-Reply-To: <4EBAE2C4.5010905@cmaisonneuve.qc.ca> References: <4EBAE2C4.5010905@cmaisonneuve.qc.ca> Message-ID: <20111109231153.GM1021@jibsheet.com> On Wed, Nov 09, 2011 at 03:29:56PM -0500, J?r?me Charaoui wrote: > Hello, > > I'd like to introduce an extra tab in the RT4 ticket display page > that links to an URL based on the ticket's Id number. > > I understand I need to use the Elements/Tabs/Privileged callback, > but since no arguments are passed to it, I'm not sure how I could > access the required context elements, such as the current ticket > object. > > In this message [1], it's said that one should use the PageMenu ou > Menu methods in that callback, but it doesn't seem like I can pull > any useful information from there. As I also said in that message, you should have a look at one of the 4.0 compatible extensions if you want to see working code. I suggested JSGantt https://github.com/bestpractical/rt-extension-jsgantt/ It contains a working callback to add menus in RT4. The query string checking isn't necessary if you just want to add it everywhere. -kevin > Thanks, > > Jerome Charaoui > > [1] http://lists.fsck.com/pipermail/rt-users/2011-August/071994.html > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ffercs at gmail.com Wed Nov 9 19:54:08 2011 From: ffercs at gmail.com (Jeff Sampson) Date: Wed, 9 Nov 2011 14:54:08 -1000 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: <20111109231007.GL1021@jibsheet.com> References: <20111109231007.GL1021@jibsheet.com> Message-ID: Here are the RT related config sections.. Alias /rt "/opt/rt4/share/html" AddDefaultCharset UTF-8 Order allow,deny allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); Alias /rt "/opt/rt4/share/html" AddDefaultCharset UTF-8 Order allow,deny allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); On Wed, Nov 9, 2011 at 1:10 PM, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 12:17:20PM -1000, Jeff Sampson wrote: > > Hi All, > > I just updated my previously working 4.0.2 RT server to 4.0.3. RT is > > running under mod_perl on this box. I followed all of the upgrade > > instructions as usual (./configure;make testdeps;make upgrade;make > > upgrade-database, and cleared the mason cache directory). The problem is > > that when visiting the RT URL server gives a HTTP 500 error. In syslog I > > get these messages. > > > > Nov 9 11:43:22 noname RT: Subroutine handle_startup_error redefined at > > /opt/rt4/sbin/rt-server line 238. (/opt/rt4/sbin/rt-server:238) > > Nov 9 11:43:22 noname RT: Subroutine handle_bind_error redefined at > > /opt/rt4/sbin/rt-server line 250. (/opt/rt4/sbin/rt-server:250) > > Nov 9 11:43:34 noname RT: #011(in cleanup) Error while loading > > /opt/rt4/sbin/rt-server: Can't locate object method "ComponentRoots" via > > package "RT::Interface::Web" at /opt/rt4/sbin/../lib/RT/ > > Config.pm line 205. (/opt/rt4/sbin/../lib/RT.pm:343) > > This looks like you're loading parts of RT twice. > Show your Apache config? > > -kevin > > > Here is what I have tried: > > -Make sure my perl dependencies are all up to date. I did this using > > CPAN. A make testdeps shows everything to be in order. > > -Tried disabling external plugins. I am using RT-Authen-ExternalAuth > with > > an LDAP backend. No change here. > > -Restoring a backup copy of /opt/rt4 version 4.0.2. I didn't revert the > > database, but it still gives the same error so I don't think it's > database. > > > > Any ideas on what to do next would be greatly appreciated. > > Thanks, > > Jeff > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at symplified.com Wed Nov 9 22:02:40 2011 From: ocraig at symplified.com (Ole Craig) Date: Wed, 09 Nov 2011 20:02:40 -0700 Subject: [rt-users] Custom search based on full months In-Reply-To: <20111108162050.GW10975@staff-mud-56-27.rice.edu> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> <4EB82CC0.9080508@a-1networks.com> <20111107192258.GM981@jibsheet.com> <4EB9546B.8040705@a-1networks.com> <20111108162050.GW10975@staff-mud-56-27.rice.edu> Message-ID: <1320894160.5846.28.camel@ook> On Tue, 2011-11-08 at 10:20 -0600, ktm at rice.edu wrote: > It still looks like the best option would be to patch the Time::ParseDate > code to do what you want it to do. Even if you could inject "MySQL-isms" > into the search, it makes the result only useful for MySQL backends. I > know that I have wanted to do something similar in the past, i.e. > syntax like: [...] > I have not looked at what that would entail and still maintain the existing > functionality. Have you tried to contact the Time::ParseDate author? Just chiming in here... I submitted a patch to Time::ParseDate for something similar ("day of week before last") a few years ago. ISTR it's not a difficult module to work with. Good luck, Ole -- Ole Craig Operations www.symplified.com From carragom at gmail.com Wed Nov 9 22:17:09 2011 From: carragom at gmail.com (Carlos Ramos) Date: Wed, 9 Nov 2011 21:17:09 -0600 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: References: <20111109231007.GL1021@jibsheet.com> Message-ID: On Wed, Nov 9, 2011 at 6:54 PM, Jeff Sampson wrote: > Here are the RT related config sections.. > > > ??????? Alias /rt "/opt/rt4/share/html" > ??????? AddDefaultCharset UTF-8 > ??????? > ????????? Order allow,deny > ????????? allow from all > ????????? SetHandler modperl > ???????? PerlResponseHandler Plack::Handler::Apache2 > ???????? PerlSetVar psgi_app /opt/rt4/sbin/rt-server > ??????? > ??????? > ???????? use Plack::Handler::Apache2; > ???????? Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > ??????? > > > ??? Alias /rt "/opt/rt4/share/html" > ??????? AddDefaultCharset UTF-8 > ??????? > ????????? Order allow,deny > ????????? allow from all > ????????? SetHandler modperl > ???????? PerlResponseHandler Plack::Handler::Apache2 > ???????? PerlSetVar psgi_app /opt/rt4/sbin/rt-server > ??????? > ??????? > ???????? use Plack::Handler::Apache2; > ???????? Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > ??????? > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > I don't know if it's going to fix it, but the 'Alias /rt "/opt/rt4/share/html"' is not needed in this setup and it's probably conflicting with the 'Location /rt' section, so i would say get rid of it. http://httpd.apache.org/docs/2.2/mod/core.html#location -- Carlos Ramos From allen+rtlist at crystalfontz.com Thu Nov 10 03:01:23 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 10 Nov 2011 00:01:23 -0800 Subject: [rt-users] RTx::BecomeUser extension working in RT4? Message-ID: Anyone have the RTx::BecomeUser extension working under 4.0.0 or higher? http://search.cpan.org/~abcdefgh/RTx-BecomeUser-1.0/lib/RTx/BecomeUser.pm I see right away the page and navigation menu code in the extension is not going to work with the new RT menu system. When I comment it out, I can get the Becomeuser.html page to load, but choosing a user and submitting just results in it saying "Congratulations, you are now so and so" but the next RT page you visit, you are logged out. I was going to take a blind stab at trying to fix it, but wanted to know if anyone else did already. Allen From lin.support at gmail.com Thu Nov 10 05:31:18 2011 From: lin.support at gmail.com (linuxsupport) Date: Thu, 10 Nov 2011 16:01:18 +0530 Subject: [rt-users] How to setup RT::Extension::SLA Message-ID: Hi, I have just installed RT, along with plugin RT::Extension::SLA Following is the configuration I have placed in RT_SiteConfig.pm Set(%ServiceAgreements, ( Default => '4h', QueueDefault => { 'General' => '24', }, Levels => { '24' => { StartImmediately => 1, Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*4 }, }, }, )); But I can not see any SLA while creating new ticket, it shows me blank box Can someone correct me please? OS: Debain Squeeze RT -- request-tracker4 4.0.2-1~bpo60+1 Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Nov 10 05:35:44 2011 From: bart at pleh.info (Bart) Date: Thu, 10 Nov 2011 11:35:44 +0100 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: You have to manually add the same values of your config to your SLA Custom Field. From there it should work as intended. -- Bart 2011/11/10 linuxsupport > Hi, > > I have just installed RT, along with plugin RT::Extension::SLA > > Following is the configuration I have placed in RT_SiteConfig.pm > > Set(%ServiceAgreements, ( > Default => '4h', > QueueDefault => { > 'General' => '24', > }, > Levels => { > '24' => { > StartImmediately => 1, > Response => { RealMinutes => 60*1 }, > Resolve => { RealMinutes => 60*4 }, > }, > }, > )); > > But I can not see any SLA while creating new ticket, it shows me blank box > > Can someone correct me please? > > OS: Debain Squeeze > RT -- request-tracker4 4.0.2-1~bpo60+1 > > Thanks > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Nov 10 05:36:52 2011 From: bart at pleh.info (Bart) Date: Thu, 10 Nov 2011 11:36:52 +0100 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Sorry, forgot to mention that in your case that's value "24" since you've only defined one entry. -- Bart 2011/11/10 Bart > You have to manually add the same values of your config to your SLA Custom > Field. From there it should work as intended. > > -- Bart > > > 2011/11/10 linuxsupport > >> Hi, >> >> I have just installed RT, along with plugin RT::Extension::SLA >> >> Following is the configuration I have placed in RT_SiteConfig.pm >> >> Set(%ServiceAgreements, ( >> Default => '4h', >> QueueDefault => { >> 'General' => '24', >> }, >> Levels => { >> '24' => { >> StartImmediately => 1, >> Response => { RealMinutes => 60*1 }, >> Resolve => { RealMinutes => 60*4 }, >> }, >> }, >> )); >> >> But I can not see any SLA while creating new ticket, it shows me blank box >> >> Can someone correct me please? >> >> OS: Debain Squeeze >> RT -- request-tracker4 4.0.2-1~bpo60+1 >> >> Thanks >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Nov 10 05:56:13 2011 From: bart at pleh.info (Bart) Date: Thu, 10 Nov 2011 11:56:13 +0100 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: References: <20111109231007.GL1021@jibsheet.com> Message-ID: You could also try to redirect everything from port 80 to 443, this would ensure that apache only touches RT once: ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access RewriteEngine On RewriteCond %{HTTPS} off RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} -- Bart 2011/11/10 Carlos Ramos > On Wed, Nov 9, 2011 at 6:54 PM, Jeff Sampson wrote: > > Here are the RT related config sections.. > > > > > > Alias /rt "/opt/rt4/share/html" > > AddDefaultCharset UTF-8 > > > > Order allow,deny > > allow from all > > SetHandler modperl > > PerlResponseHandler Plack::Handler::Apache2 > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > > > Alias /rt "/opt/rt4/share/html" > > AddDefaultCharset UTF-8 > > > > Order allow,deny > > allow from all > > SetHandler modperl > > PerlResponseHandler Plack::Handler::Apache2 > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > I don't know if it's going to fix it, but the 'Alias /rt > "/opt/rt4/share/html"' is not needed in this setup and it's probably > conflicting with the 'Location /rt' section, so i would say get rid of > it. > > http://httpd.apache.org/docs/2.2/mod/core.html#location > > -- > Carlos Ramos > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ifettich at netsoft.ro Thu Nov 10 06:10:56 2011 From: ifettich at netsoft.ro (Iosif Fettich) Date: Thu, 10 Nov 2011 13:10:56 +0200 (EET) Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: References: <20111109231007.GL1021@jibsheet.com> Message-ID: Hi Bart, On Thu, 10 Nov 2011, Bart wrote: > You could also try to redirect everything from port 80 to 443, this would > ensure that apache only touches RT once: > > > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > > RewriteEngine On > RewriteCond %{HTTPS} off > RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} > Just out of curiosity: does the conditioning with RewriteCond %{HTTPS} off bring in some extra value in the above ? Why/when would it be necessary ? Thanks, Iosif Fettich From frankie at telecos.upc.edu Thu Nov 10 06:16:39 2011 From: frankie at telecos.upc.edu (Francesc Guasch) Date: Thu, 10 Nov 2011 12:16:39 +0100 Subject: [rt-users] rt4 response mail sends the template Message-ID: <4EBBB297.5070205@telecos.upc.edu> Hi, I just upgraded to rt4.0.3. When I create a ticket or do a response the mail sent contains the template instead the content. Just like : {$Transaction->Content()} I only see this in the logs: [Thu Nov 10 11:07:53 2011] [info]: #3433/59079 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301 This is a new server. I dumped the rt3 database and followed README and UPGRADING.mysql. Maybe I missed something when I upgraded ? I don't know where to start looking at. From bart at pleh.info Thu Nov 10 06:19:22 2011 From: bart at pleh.info (Bart) Date: Thu, 10 Nov 2011 12:19:22 +0100 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: References: <20111109231007.GL1021@jibsheet.com> Message-ID: Well, to be honest, I'm not an expert on this rule lol I've copied it after some searching. The result however is that it keeps the entire URL in tact (everything past the / included) and just replaces http with https. Though, if I'd have to guess then the condition makes sure that it only does the rewrite if it isn't https (or something like that). -- Bart 2011/11/10 Iosif Fettich > Hi Bart, > > > On Thu, 10 Nov 2011, Bart wrote: > > You could also try to redirect everything from port 80 to 443, this would >> ensure that apache only touches RT once: >> >> >> ErrorLog /opt/rt4/var/log/apache2.error >> TransferLog /opt/rt4/var/log/apache2.**access >> >> RewriteEngine On >> RewriteCond %{HTTPS} off >> RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_**URI} >> >> > > Just out of curiosity: does the conditioning with > > RewriteCond %{HTTPS} off > > bring in some extra value in the above ? Why/when would it be necessary ? > > Thanks, > > Iosif Fettich > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lin.support at gmail.com Thu Nov 10 07:01:34 2011 From: lin.support at gmail.com (linuxsupport) Date: Thu, 10 Nov 2011 17:31:34 +0530 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Thanks Bart, but there are 4 fields in that custom field. Sort , Name, Description, Category Where should that 24 go? in Sort or Name? On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: > Sorry, forgot to mention that in your case that's value "24" since you've > only defined one entry. > > -- Bart > > > > 2011/11/10 Bart > >> You have to manually add the same values of your config to your SLA >> Custom Field. From there it should work as intended. >> >> -- Bart >> >> >> 2011/11/10 linuxsupport >> >>> Hi, >>> >>> I have just installed RT, along with plugin RT::Extension::SLA >>> >>> Following is the configuration I have placed in RT_SiteConfig.pm >>> >>> Set(%ServiceAgreements, ( >>> Default => '4h', >>> QueueDefault => { >>> 'General' => '24', >>> }, >>> Levels => { >>> '24' => { >>> StartImmediately => 1, >>> Response => { RealMinutes => 60*1 }, >>> Resolve => { RealMinutes => 60*4 }, >>> }, >>> }, >>> )); >>> >>> But I can not see any SLA while creating new ticket, it shows me blank >>> box >>> >>> Can someone correct me please? >>> >>> OS: Debain Squeeze >>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>> >>> Thanks >>> >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Barcelona, Spain ? November 28 & 29, 2011 >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Thu Nov 10 08:07:41 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Thu, 10 Nov 2011 14:07:41 +0100 Subject: [rt-users] RT 4.0.2 and ExternalAuth Message-ID: Hi, I install ExternalAuth: cpan> install RT::Authen::ExternalAuth And installation finished with OK. Now i'm trying to configure RT_SiteConfig.pm Set(@Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_MySQL' ]); Set($ExternalInfoPriority, [ 'My_MySQL' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'db', # The server hosting the service 'server' => 'localhost', ## SERVICE-SPECIFIC SECTION # The database name 'database' => 'phpbb3', # The database table 'table' => 'phpbbusers', # The user to connect to the database as 'user' => 'phpbb3', # The password to use to connect with 'pass' => '******', # The port to use to connect with (e.g. 3306) 'port' => '3306', # The name of the Perl DBI driver to use (e.g. mysql) 'dbi_driver' => 'mysql', # The field in the table that holds usernames 'u_field' => 'username', # The field in the table that holds passwords 'p_field' => 'user_password', # The Perl package & subroutine used to encrypt passwords # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" # function, then you will need Crypt::MySQL::password, but for the # MySQL4+ password function you will need Crypt::MySQL::password41 # Alternatively, you could use Digest::MD5::md5_hex or any other # encryption subroutine you can load in your perl installation 'p_enc_pkg' => 'Crypt::MySQL::password41', #'p_enc_sub' => 'password41', # If your p_enc_sub takes a salt as a second parameter, # uncomment this line to add your salt #'p_salt' => 'SALT', # # The field and values in the table that determines if a user should # be disabled. For example, if the field is 'user_status' and the values # are ['0','1','2','disabled'] then the user will be disabled if their # user_status is set to '0','1','2' or the string 'disabled'. # Otherwise, they will be considered enabled. 'd_field' => 'disabled', 'd_values' => ['0'], ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Gecos', 'Name' ], # The mapping of RT attributes on to field names 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'user_email', 'ExternalAuthId' => 'username', 'Gecos' => 'user_id' } }, But when i'm try log in to RT i get in log file: Couldn't Load Password Encryption Package. Error: Can't locate Crypt/MySQL/password.pm My_MySQL AUTH FAILED The encryption package you gave me ( Crypt::MySQL::password ) does not support the encryption method you specified ( ) Full log: [Thu Nov 10 12:52:43 2011] [debug]: Encryption Subroutine: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:64) [Thu Nov 10 12:52:43 2011] [error]: AUTH FAILED, Couldn't Load Password Encryption Package. Error: Can't locate Crypt/MySQL/password.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 1213) line 3. Stack: [(eval 1213):3] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:330] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:156] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:2] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:236] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:70) [Thu Nov 10 12:52:43 2011] [warning]: Use of uninitialized value $_[5] in join or string at /usr/local/share/perl/5.10.1/Log/Dispatch.pm line 23. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) [Thu Nov 10 12:52:43 2011] [error]: My_MySQL AUTH FAILED The encryption package you gave me ( Crypt::MySQL::password ) does not support the encryption method you specified ( ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) [Thu Nov 10 12:52:43 2011] [debug]: DBI password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:331) [Thu Nov 10 12:52:43 2011] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Thu Nov 10 12:52:43 2011] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Thu Nov 10 12:52:43 2011] [error]: FAILED LOGIN for test321 from 150.254.149.220 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) root at adisan-test:/etc/request-tracker3.8# Could you help me to find what i'm doing wrong ? -- Adrian Stelmaszyk From bart at pleh.info Thu Nov 10 08:08:58 2011 From: bart at pleh.info (Bart) Date: Thu, 10 Nov 2011 14:08:58 +0100 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Only the "Name" field is needed. -- Bart 2011/11/10 linuxsupport > Thanks Bart, but there are 4 fields in that custom field. > > Sort , Name, Description, Category > > Where should that 24 go? in Sort or Name? > > > On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: > >> Sorry, forgot to mention that in your case that's value "24" since you've >> only defined one entry. >> >> -- Bart >> >> >> >> 2011/11/10 Bart >> >>> You have to manually add the same values of your config to your SLA >>> Custom Field. From there it should work as intended. >>> >>> -- Bart >>> >>> >>> 2011/11/10 linuxsupport >>> >>>> Hi, >>>> >>>> I have just installed RT, along with plugin RT::Extension::SLA >>>> >>>> Following is the configuration I have placed in RT_SiteConfig.pm >>>> >>>> Set(%ServiceAgreements, ( >>>> Default => '4h', >>>> QueueDefault => { >>>> 'General' => '24', >>>> }, >>>> Levels => { >>>> '24' => { >>>> StartImmediately => 1, >>>> Response => { RealMinutes => 60*1 }, >>>> Resolve => { RealMinutes => 60*4 }, >>>> }, >>>> }, >>>> )); >>>> >>>> But I can not see any SLA while creating new ticket, it shows me blank >>>> box >>>> >>>> Can someone correct me please? >>>> >>>> OS: Debain Squeeze >>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>>> >>>> Thanks >>>> >>>> >>>> -------- >>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>> * Barcelona, Spain ? November 28 & 29, 2011 >>>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Nov 10 09:49:15 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 10 Nov 2011 14:49:15 +0000 Subject: [rt-users] Sorting custom fields Message-ID: <4EBBE46B.7050706@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, maybe this is stupid but is there a quick way of re-sorting custom fields? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOu+RrAAoJEAqigArPBfJXNOQH/jdKeK/eqbuVnwD2aVmjpsAQ Fim6Z1yoojPuGmz/yPEVoxhDuZy7qwbCme7+pV2T6/miwUShJUJr/QflvK9pxxyQ W03MlQuuhlrFrka9atmDXcGzUM4hd7bZL3d3npUPtAfb8+ky2kP5+eBzMQqQeAXU gPnmN2jcpcMTPOcuFJVfp6I1r9wxzE+bEOo3frma5RpyEifkHDPopqldf6KRwMzM 0r/3SjN01bB9L2VgcxcT26HZYqi43Q4v4fq28EpzzFJFIAN3lipVPs1b8Q0cS4d8 9otLY5dTOQjiI28VWY+y1jKJeOa227EWdqyWWypAKJEU7nrk0Mk6yg0S4jLAb2A= =bEKW -----END PGP SIGNATURE----- From carragom at gmail.com Thu Nov 10 10:55:52 2011 From: carragom at gmail.com (Carlos Ramos) Date: Thu, 10 Nov 2011 09:55:52 -0600 Subject: [rt-users] Custom search based on full months In-Reply-To: <1320894160.5846.28.camel@ook> References: <4EB2BF3E.8050000@a-1networks.com> <20111103171203.GF981@jibsheet.com> <4EB82CC0.9080508@a-1networks.com> <20111107192258.GM981@jibsheet.com> <4EB9546B.8040705@a-1networks.com> <20111108162050.GW10975@staff-mud-56-27.rice.edu> <1320894160.5846.28.camel@ook> Message-ID: I need this functionality too, and I'm planing to modify TimeParse in order to make it "understand" something like "beginning of last month" or "end of last week", since as Ruslan suggested I think this would be the cleanest approach. But reading this thread, looks like I'm not the only one with this problem, so I'm forced to ask. Does anyone has a patch for TimeParse that will allow this functionality ? -- Carlos Ramos From bluethundr at jokefire.com Thu Nov 10 11:17:24 2011 From: bluethundr at jokefire.com (Tim Dunphy) Date: Thu, 10 Nov 2011 16:17:24 -0000 (UTC) Subject: [rt-users] LDAP external auth In-Reply-To: Message-ID: Hello Again Joachim (and anyone else on the list who may see this)! I have an update on my RT::Authen::ExternalAuth situation. I have decided to abandon my idea of having an LDAP query which would search for the members of the RT group. Instead what I've decided to do is search for members of the 'People' ou individually. The distinguished name for which would be "uid=username,ou=People,cn=example,dc=com". If the guys in the big chairs decide that I need to restrict the search to members of the RT group I will worry about that at another time. Right now my goal is to simply get RT to authenticate via LDAP. So here is the ldap query that I am attempting to use in my RT config: [ThatGuy at BAM-025715-TD:~] #ldapsearch -x -p 389 -h ldap01.example.com -D "uid=ThatGuy,ou=People,dc=example,dc=com" -w 'secret -b dc=example,dc=com "(&(uid=ThatGuy))" cn mail # extended LDIF # # LDAPv3 # base with scope subtree # filter: (&(uid=ThatGuy)) # requesting: cn mail # # ThatGuy, People, example.com dn: uid=ThatGuy,ou=People,dc=example,dc=com cn: Tim ThatGuy mail: tim.ThatGuy at example.com # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 That works well and this is what appears in the ldap logs: [10/Nov/2011:10:33:33 -0500] conn=1738336 op=0 msgId=1 - BIND dn="uid=ThatGuy,ou=People,dc=example,dc=com" method=128 version=3 [10/Nov/2011:10:33:33 -0500] conn=1738336 op=0 msgId=1 - RESULT err=0 tag=97 nentries=0 etime=0 dn="uid=ThatGuy,ou=people,dc=example,dc=com" [10/Nov/2011:10:33:33 -0500] conn=1738336 op=1 msgId=2 - SRCH base="dc=example,dc=com" scope=2 filter="(&(uid=ThatGuy))" attrs="cn mail" [10/Nov/2011:10:33:33 -0500] conn=1738336 op=1 msgId=2 - RESULT err=0 tag=101 nentries=1 etime=0 [10/Nov/2011:10:33:33 -0500] conn=1738336 op=2 msgId=3 - UNBIND Here we see the bind, the result and the unbind and everything appears to go smoothly. And this is how I've attempted to translate this into the config: Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'ldap01.example.com', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'uid=ThatGuy,ou=People,cn=example,cn=com', # The password RT should use to connect to the LDAP server 'pass' => 'secret', # # The LDAP search base 'base' => 'ou=People,dc=example,dc=com', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(&(uid=*)) cn mail', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(objectClass=FooBarBaz)', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL #'ssl_version' => 2, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #'group' => 'RTUsers', # What is the attribute for the group object that determines membership? #'group_attr' => 'cn', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', } }, And this is what you see in the logs: [10/Nov/2011:11:09:17 -0500] conn=1738425 op=0 msgId=1 - BIND dn="uid=ThatGuy,ou=People,cn=example,cn=com" method=128 version=3 [10/Nov/2011:11:09:17 -0500] conn=1738425 op=0 msgId=1 - RESULT err=32 tag=97 nentries=0 etime=0 [10/Nov/2011:11:09:17 -0500] conn=1738425 op=1 msgId=0 - RESULT err=80 tag=120 nentries=0 etime=0 [10/Nov/2011:11:09:17 -0500] conn=1738425 op=-1 msgId=-1 - closing from 10.40.27.251:39203 - A1 - Client aborted connection - [10/Nov/2011:11:09:17 -0500] conn=1738425 op=-1 msgId=-1 - closed. Apparently, I am able to perform an LDAP bind through the config, however, again what I am encountering is the 'object could not be found' error 32 and the resulting "invalid password" error 80. Also I notice the message closing from 10.40.27.251:39203 - A1 - Client aborted connection, and then there is no subsequent unbind. I would really appreciate the input of anyone who might be able to help us get past this point. Thank you and best regards, Tim ----- Original Message ----- From: "Tim Dunphy" To: rt-users at lists.bestpractical.com Sent: Tuesday, November 8, 2011 9:57:55 PM Subject: Re: [rt-users] LDAP external auth Thanks for the help Joachim.. I look forward to having another go at this tomorrow. best! tim ----- Original Message ----- From: "Joachim Thuau" To: "Tim Dunphy" , rt-users at lists.bestpractical.com Sent: Tuesday, November 8, 2011 7:26:03 PM Subject: Re: [rt-users] LDAP external auth On 11/8/11 3:55 PM, "Tim Dunphy" wrote: > I have devised an LDAP query that successfully retrieves information >that could be used to log into RT. > > ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D >"uid=dunphy,ou=People,dc=example,dc=com" -w 'secret' >"(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember" > > This is an example of what it finds: > > # extended LDIF ># ># LDAPv3 ># base with scope subtree ># filter: (&(objectClass=top)(|(cn=RTUsers))) ># requesting: uniqueMember ># > ># RTUsers, Groups, example.com >dn: cn=RTUsers,ou=Groups,dc=example,dc=com >uniqueMember: uid=user1,ou=People,dc=example,dc=com >uniqueMember: uid=user2,ou=People,dc=example,dc=com >uniqueMember: uid=user3,ou=People,dc=example,dc=com >uniqueMember: uid=user4t,ou=People,dc=example,dc=com > >... > ># search result >search: 2 >result: 0 Success > ># numResponses: 2 ># numEntries: 1 So your query is returning a single object (numEntries: 1) that references all the objects you want to use (you get a single group object). With that in mind, you need to craft your query to return user objects. You should look at the properties of "uid=user1,ou=People,dc=example,dc=com" and use those to identify how to filter your users. (I expect that there might be some entries in there to reference the group the user is a member of, and you should build your filter on that, and drop the "cn=RTUsers" in your filter, that is almost certainly not what you want) I hope this puts you in the right direction... Jok -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Thu Nov 10 12:52:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 12:52:17 -0500 Subject: [rt-users] RTx::BecomeUser extension working in RT4? In-Reply-To: References: Message-ID: <20111110175217.GN1021@jibsheet.com> On Thu, Nov 10, 2011 at 12:01:23AM -0800, Allen wrote: > Anyone have the RTx::BecomeUser extension working under 4.0.0 or higher? > > http://search.cpan.org/~abcdefgh/RTx-BecomeUser-1.0/lib/RTx/BecomeUser.pm > > I see right away the page and navigation menu code in the extension is > not going to work with the new RT menu system. When I comment it out, > I can get the Becomeuser.html page to load, but choosing a user and > submitting just results in it saying "Congratulations, you are now so > and so" but the next RT page you visit, you are logged out. > > I was going to take a blind stab at trying to fix it, but wanted to > know if anyone else did already. It might be worth contacting the author via rt.cpan.org to see if they've done any work on 4.0 compatibility. One thing to note is that I'm not sure the module could ever work if you're using an ExternalAuth solution (as opposed to RT's internal auth or RT-Authen-ExternalAuth) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From noc at fohnet.co.uk Thu Nov 10 12:52:20 2011 From: noc at fohnet.co.uk (Richard Clark) Date: Thu, 10 Nov 2011 17:52:20 +0000 Subject: [rt-users] RTx::BecomeUser extension working in RT4? In-Reply-To: References: Message-ID: <20111110175220.GA29442@fohnet.co.uk> On Thu, Nov 10, 2011 at 12:01:23AM -0800, Allen wrote: > Anyone have the RTx::BecomeUser extension working under 4.0.0 or higher? > > http://search.cpan.org/~abcdefgh/RTx-BecomeUser-1.0/lib/RTx/BecomeUser.pm > > I see right away the page and navigation menu code in the extension is > not going to work with the new RT menu system. When I comment it out, > I can get the Becomeuser.html page to load, but choosing a user and > submitting just results in it saying "Congratulations, you are now so > and so" but the next RT page you visit, you are logged out. > > I was going to take a blind stab at trying to fix it, but wanted to > know if anyone else did already. > > Allen > -------- Would be interested to know if you make any progress with this one - BecomeUser was a useful debugging tool in 3.xx Cheers, -- Richard Clark richard at fohnet.co.uk -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From falcone at bestpractical.com Thu Nov 10 12:53:10 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 12:53:10 -0500 Subject: [rt-users] rt4 response mail sends the template In-Reply-To: <4EBBB297.5070205@telecos.upc.edu> References: <4EBBB297.5070205@telecos.upc.edu> Message-ID: <20111110175310.GO1021@jibsheet.com> On Thu, Nov 10, 2011 at 12:16:39PM +0100, Francesc Guasch wrote: > Hi, I just upgraded to rt4.0.3. When I create a ticket or do a response > the mail sent contains the template instead the content. Just like : > > > {$Transaction->Content()} Has someone gone and marked that template as Simple not Perl? The standard upgrade process flags them all as Perl. -kevin > I only see this in the logs: > > [Thu Nov 10 11:07:53 2011] [info]: > #3433/59079 - Scrip > 7 On Correspond Notify Other Recipients > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301 > > This is a new server. I dumped the rt3 database and followed README > and UPGRADING.mysql. > > Maybe I missed something when I upgraded ? I don't know where to > start looking at. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 10 12:54:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 12:54:37 -0500 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: References: <20111109231007.GL1021@jibsheet.com> Message-ID: <20111110175437.GP1021@jibsheet.com> On Wed, Nov 09, 2011 at 02:54:08PM -1000, Jeff Sampson wrote: > Here are the RT related config sections.. Since you do this twice: > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > Once for each virtual host, I could see apache and mod_perl being grumpy about it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 10 12:58:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 12:58:33 -0500 Subject: [rt-users] RT 4.0.2 and ExternalAuth In-Reply-To: References: Message-ID: <20111110175833.GQ1021@jibsheet.com> On Thu, Nov 10, 2011 at 02:07:41PM +0100, Adrian Stel wrote: > # The Perl > package & subroutine used to encrypt passwords > # e.g. if the > passwords are stored using the MySQL v3.23 "PASSWORD" > # function, > then you will need Crypt::MySQL::password, but for the > # MySQL4+ > password function you will need Crypt::MySQL::password41 > # > Alternatively, you could use Digest::MD5::md5_hex or any other > # encryption > subroutine you can load in your perl installation > 'p_enc_pkg' > => 'Crypt::MySQL::password41', > #'p_enc_sub' > => 'password41', > # If your > > Couldn't Load Password Encryption Package. Error: Can't locate > Crypt/MySQL/password.pm > My_MySQL AUTH FAILED The encryption package you gave me ( > Crypt::MySQL::password ) does not support the encryption method you > specified ( ) > You've configured it to use Crypt::MySQL::password41, which is not a perl module. I suspect you wanted it to load Crypt::MySQL and then use the password41 method on it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Jim.H.Berry at frb.gov Thu Nov 10 13:46:40 2011 From: Jim.H.Berry at frb.gov (Jim.H.Berry at frb.gov) Date: Thu, 10 Nov 2011 13:46:40 -0500 Subject: [rt-users] RT 4.0.3 - Email templates are not parsed Message-ID: <20111110183632.9AE942C4565@ibastion.frb.gov> Hi I believe this is the same issue reported by Francesc Guasch . We upgraded from 3.8.10 to 4.0.3. Email is sent as expected via our scrip, but our template is not parsed, so that we see {$Ticket->Subject}. Earlier I had upgraded from 3.8.10 to 4.0.2 but did have this issue. The logs show: [warning]: Use of uninitialized value in string eq at rt4/sbin/../lib/RT/Template.pm line 410. which is if ($self->Type eq 'Perl') { return $self->_ParseContentPerl( ... Could it be that $self->Type is not getting set? When looking at the template thru the admin interface, the Type: Perl radio button is checked. Thanks for any suggestions, Jim Berry -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Thu Nov 10 13:47:27 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 10 Nov 2011 10:47:27 -0800 (PST) Subject: [rt-users] kiosk mode? Message-ID: We're planning to set up a display in one of the crew areas that displays their current projects. To goal is to have it completely automated; the computer gets turned on and it auto-logs in to a default user, runs a browser, and brings up a default RT dashboard. Is anyone aware of a plugin that would allow RT to log in automatically as a particular user? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From bart at pleh.info Thu Nov 10 13:53:13 2011 From: bart at pleh.info (Bart) Date: Thu, 10 Nov 2011 19:53:13 +0100 Subject: [rt-users] kiosk mode? In-Reply-To: References: Message-ID: We've managed this with a spare iMac: - I think we used Safari, made sure it remembers sessions and stores account info (or another browser, either way the browser rebuilds the session during startup, seems to work for us). - When we start the Mac it automatically logs in and during login it automatically starts the browser. >From there all you have to do is make sure that the kiosk user has proper privileges and that the dashboard is configured. I should think that something similar should be pretty much doable for any OS, but you'll have to depend on the browser capabilities. -- Bart 2011/11/10 Yan Seiner > We're planning to set up a display in one of the crew areas that displays > their current projects. > > To goal is to have it completely automated; the computer gets turned on > and it auto-logs in to a default user, runs a browser, and brings up a > default RT dashboard. > > Is anyone aware of a plugin that would allow RT to log in automatically as > a particular user? > > > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 10 14:04:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 14:04:42 -0500 Subject: [rt-users] RT 4.0.3 - Email templates are not parsed In-Reply-To: <20111110183632.9AE942C4565@ibastion.frb.gov> References: <20111110183632.9AE942C4565@ibastion.frb.gov> Message-ID: <20111110190442.GS1021@jibsheet.com> On Thu, Nov 10, 2011 at 01:46:40PM -0500, Jim.H.Berry at frb.gov wrote: > Hi > > I believe this is the same issue reported by Francesc Guasch . We > upgraded from 3.8.10 to 4.0.3. Email is sent as expected via our scrip, but our template is > not parsed, so that we see {$Ticket->Subject}. Earlier I had upgraded from 3.8.10 to 4.0.2 > but did have this issue. > > The logs show: [warning]: Use of uninitialized value in string eq at > rt4/sbin/../lib/RT/Template.pm line 410. which is > > if ($self->Type eq 'Perl') { > return $self->_ParseContentPerl( > ... > > Could it be that $self->Type is not getting set? When looking at the template thru the admin > interface, the Type: Perl radio button is checked. If you look in the DB, is the Type field on Templates set? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 10 14:05:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 14:05:43 -0500 Subject: [rt-users] kiosk mode? In-Reply-To: References: Message-ID: <20111110190543.GT1021@jibsheet.com> On Thu, Nov 10, 2011 at 10:47:27AM -0800, Yan Seiner wrote: > We're planning to set up a display in one of the crew areas that displays > their current projects. > > To goal is to have it completely automated; the computer gets turned on > and it auto-logs in to a default user, runs a browser, and brings up a > default RT dashboard. > > Is anyone aware of a plugin that would allow RT to log in automatically as > a particular user? The code that we're using for rt.cpan.org and rt.perl.org logs in as a Public user into a separate part of the UI. You may be able to adapt that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From yan at seiner.com Thu Nov 10 14:10:45 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 10 Nov 2011 11:10:45 -0800 (PST) Subject: [rt-users] kiosk mode? In-Reply-To: <20111110190543.GT1021@jibsheet.com> References: <20111110190543.GT1021@jibsheet.com> Message-ID: <80373058006df12986fa03fe3ffe3038.squirrel@mail.seiner.com> On Thu, November 10, 2011 11:05 am, Kevin Falcone wrote: > > The code that we're using for rt.cpan.org and rt.perl.org logs in as a > Public user into a separate part of the UI. You may be able to adapt > that. Where can I find that code? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From aaron.techgeeks at gmail.com Thu Nov 10 14:05:02 2011 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Thu, 10 Nov 2011 13:05:02 -0600 Subject: [rt-users] kiosk mode? In-Reply-To: References: Message-ID: Most modern browsers have the option of saving login and password information for websites. They would still have to click OK but the credentials would be saved for them. I know IE has a kiosk mode that can hide all toolbars/buttons. Not sure if other browser can do this. Aaron On Thu, Nov 10, 2011 at 12:47 PM, Yan Seiner wrote: > We're planning to set up a display in one of the crew areas that displays > their current projects. > > To goal is to have it completely automated; the computer gets turned on > and it auto-logs in to a default user, runs a browser, and brings up a > default RT dashboard. > > Is anyone aware of a plugin that would allow RT to log in automatically as > a particular user? > > > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 10 14:28:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 14:28:30 -0500 Subject: [rt-users] RT 4.0.3 - Email templates are not parsed In-Reply-To: <20111110190442.GS1021@jibsheet.com> References: <20111110183632.9AE942C4565@ibastion.frb.gov> <20111110190442.GS1021@jibsheet.com> Message-ID: <20111110192830.GU1021@jibsheet.com> On Thu, Nov 10, 2011 at 02:04:42PM -0500, Kevin Falcone wrote: > On Thu, Nov 10, 2011 at 01:46:40PM -0500, Jim.H.Berry at frb.gov wrote: > > Hi > > > > I believe this is the same issue reported by Francesc Guasch . We > > upgraded from 3.8.10 to 4.0.3. Email is sent as expected via our scrip, but our template is > > not parsed, so that we see {$Ticket->Subject}. Earlier I had upgraded from 3.8.10 to 4.0.2 > > but did have this issue. > > > > The logs show: [warning]: Use of uninitialized value in string eq at > > rt4/sbin/../lib/RT/Template.pm line 410. which is > > > > if ($self->Type eq 'Perl') { > > return $self->_ParseContentPerl( > > ... > > > > Could it be that $self->Type is not getting set? When looking at the template thru the admin > > interface, the Type: Perl radio button is checked. > > If you look in the DB, is the Type field on Templates set? We've replicated this. For you and Francesco, you can flip the Type field in the DB. I expect 4.0.4 to ship soon. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ffercs at gmail.com Thu Nov 10 16:18:09 2011 From: ffercs at gmail.com (Jeff Sampson) Date: Thu, 10 Nov 2011 11:18:09 -1000 Subject: [rt-users] RT 4.0.3 upgrade problem In-Reply-To: <20111110175437.GP1021@jibsheet.com> References: <20111109231007.GL1021@jibsheet.com> <20111110175437.GP1021@jibsheet.com> Message-ID: Thanks for the replies thus far. I've tried them all, but I'm still getting the same error. I just reinstalled my entire perl installation on the box and that fixed the problem. I'm still not sure exactly what caused the problem. On Thu, Nov 10, 2011 at 7:54 AM, Kevin Falcone wrote: > On Wed, Nov 09, 2011 at 02:54:08PM -1000, Jeff Sampson wrote: > > Here are the RT related config sections.. > > Since you do this twice: > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > Once for each virtual host, I could see apache and mod_perl being > grumpy about it. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Nov 10 16:24:46 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 10 Nov 2011 16:24:46 -0500 Subject: [rt-users] [rt-announce] RT 4.0.4 released, fixes RT 3 -> 4.0.3 upgrade regression Message-ID: <1320960286.3080.3.camel@umgah.localdomain> RT 4.0.3 contained a serious bug wherein upgrades from any version of RT 3 to RT 4.0.3 broke template interpolation; please do not use it. If you had previously upgraded from RT 3 to RT 4.0.0, 4.0.1, or 4.0.2, before upgrading to RT 4.0.3, you are not affected by this bug. If you are currently running RT 4.0.3 and are affected by this issue, upgrading to RT 4.0.4 will resolve it. http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz.sig SHA1 sums 4a998b518a181fb36d380cbd762610478027c655 rt-4.0.4.tar.gz d80fcd7e722a7f36892b1ca53673b34972363c2c rt-4.0.4.tar.gz.sig - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From dstrobel at flexstar.com Thu Nov 10 16:37:25 2011 From: dstrobel at flexstar.com (Zoedog) Date: Thu, 10 Nov 2011 13:37:25 -0800 (PST) Subject: [rt-users] Custom fields Message-ID: <32822127.post@talk.nabble.com> We are in the process of adding the use of custom fields to our application. The issue we are having is that anyone without admin privileges is not seeing the custom fields when they are creating tickets, we have gone thru a number of iterations tweaking permissions to get these fields to appear but are having no success. What are we missing? -- View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32822127.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Nov 10 16:46:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 16:46:45 -0500 Subject: [rt-users] RT 4.0.3 - Email templates are not parsed In-Reply-To: <20111110192830.GU1021@jibsheet.com> References: <20111110183632.9AE942C4565@ibastion.frb.gov> <20111110190442.GS1021@jibsheet.com> <20111110192830.GU1021@jibsheet.com> Message-ID: <20111110214645.GV1021@jibsheet.com> On Thu, Nov 10, 2011 at 02:28:30PM -0500, Kevin Falcone wrote: > On Thu, Nov 10, 2011 at 02:04:42PM -0500, Kevin Falcone wrote: > > On Thu, Nov 10, 2011 at 01:46:40PM -0500, Jim.H.Berry at frb.gov wrote: > > > Hi > > > > > > I believe this is the same issue reported by Francesc Guasch . We > > > upgraded from 3.8.10 to 4.0.3. Email is sent as expected via our scrip, but our template is > > > not parsed, so that we see {$Ticket->Subject}. Earlier I had upgraded from 3.8.10 to 4.0.2 > > > but did have this issue. > > > > > > The logs show: [warning]: Use of uninitialized value in string eq at > > > rt4/sbin/../lib/RT/Template.pm line 410. which is > > > > > > if ($self->Type eq 'Perl') { > > > return $self->_ParseContentPerl( > > > ... > > > > > > Could it be that $self->Type is not getting set? When looking at the template thru the admin > > > interface, the Type: Perl radio button is checked. > > > > If you look in the DB, is the Type field on Templates set? > > We've replicated this. For you and Francesco, you can flip the > Type field in the DB. I expect 4.0.4 to ship soon. As 4.0.4 is available, please upgrade it to fix this issue. Thanks for the report and the extra information. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 10 16:47:16 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Nov 2011 16:47:16 -0500 Subject: [rt-users] rt4 response mail sends the template In-Reply-To: <4EBBB297.5070205@telecos.upc.edu> References: <4EBBB297.5070205@telecos.upc.edu> Message-ID: <20111110214716.GW1021@jibsheet.com> On Thu, Nov 10, 2011 at 12:16:39PM +0100, Francesc Guasch wrote: > Hi, I just upgraded to rt4.0.3. When I create a ticket or do a response > the mail sent contains the template instead the content. Just like : > > > {$Transaction->Content()} > > I only see this in the logs: You should come up to 4.0.4, the upgrade process will resolve this. Thanks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From lab at pacbell.net Thu Nov 10 19:56:05 2011 From: lab at pacbell.net (20/20 Lab) Date: Thu, 10 Nov 2011 16:56:05 -0800 Subject: [rt-users] kiosk mode? In-Reply-To: References: Message-ID: <4EBC72A5.9030105@pacbell.net> On 11/10/2011 11:05 AM, Aaron Zuercher wrote: > Most modern browsers have the option of saving login and password > information for websites. They would still have to click OK but the > credentials would be saved for them. > > I know IE has a kiosk mode that can hide all toolbars/buttons. Not > sure if other browser can do this. > I know firefox and opera (as well as ie) do this with a simple F11. Not sure about safari. > > Aaron > > > > On Thu, Nov 10, 2011 at 12:47 PM, Yan Seiner > wrote: > > We're planning to set up a display in one of the crew areas that > displays > their current projects. > > To goal is to have it completely automated; the computer gets > turned on > and it auto-logs in to a default user, runs a browser, and brings up a > default RT dashboard. > > Is anyone aware of a plugin that would allow RT to log in > automatically as > a particular user? > > > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or > a year, > but eventually it will subside and something else will take its > place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain --- November 28& 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lin.support at gmail.com Thu Nov 10 23:06:17 2011 From: lin.support at gmail.com (linuxsupport) Date: Fri, 11 Nov 2011 09:36:17 +0530 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Hi, I did it and then created a ticket but I can not see it applying the SLA. What else should I check? On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: > Only the "Name" field is needed. > > -- Bart > > > 2011/11/10 linuxsupport > >> Thanks Bart, but there are 4 fields in that custom field. >> >> Sort , Name, Description, Category >> >> Where should that 24 go? in Sort or Name? >> >> >> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: >> >>> Sorry, forgot to mention that in your case that's value "24" since >>> you've only defined one entry. >>> >>> -- Bart >>> >>> >>> >>> 2011/11/10 Bart >>> >>>> You have to manually add the same values of your config to your SLA >>>> Custom Field. From there it should work as intended. >>>> >>>> -- Bart >>>> >>>> >>>> 2011/11/10 linuxsupport >>>> >>>>> Hi, >>>>> >>>>> I have just installed RT, along with plugin RT::Extension::SLA >>>>> >>>>> Following is the configuration I have placed in RT_SiteConfig.pm >>>>> >>>>> Set(%ServiceAgreements, ( >>>>> Default => '4h', >>>>> QueueDefault => { >>>>> 'General' => '24', >>>>> }, >>>>> Levels => { >>>>> '24' => { >>>>> StartImmediately => 1, >>>>> Response => { RealMinutes => 60*1 }, >>>>> Resolve => { RealMinutes => 60*4 }, >>>>> }, >>>>> }, >>>>> )); >>>>> >>>>> But I can not see any SLA while creating new ticket, it shows me blank >>>>> box >>>>> >>>>> Can someone correct me please? >>>>> >>>>> OS: Debain Squeeze >>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>>>> >>>>> Thanks >>>>> >>>>> >>>>> -------- >>>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>>> * Barcelona, Spain ? November 28 & 29, 2011 >>>>> >>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Fri Nov 11 01:22:55 2011 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 10 Nov 2011 22:22:55 -0800 Subject: [rt-users] Custom fields In-Reply-To: <32822127.post@talk.nabble.com> References: <32822127.post@talk.nabble.com> Message-ID: Zoedog, Without seeing how you set up your permissions it would be hard to tell just what is wrong. When I create a Custom Field, I do NOT grant rights to the CF via Queue/Group rights. I only grant the right via Group rights while in the Custom Field pages. If someone needs to see a CF, make sure he is in the right group and that should do it, as long as they also have rights to see the Queue and SeeTicket. Hope this helps. Kenn On Thu, Nov 10, 2011 at 1:37 PM, Zoedog wrote: > > We are in the process of adding the use of custom fields to our > application. > The issue we are having is that anyone without admin privileges is not > seeing the custom fields when they are creating tickets, we have gone thru > a > number of iterations tweaking permissions to get these fields to appear but > are having no success. What are we missing? > -- > View this message in context: > http://old.nabble.com/Custom-fields-tp32822127p32822127.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dstrobel at flexstar.com Fri Nov 11 01:32:26 2011 From: dstrobel at flexstar.com (Zoedog) Date: Thu, 10 Nov 2011 22:32:26 -0800 (PST) Subject: [rt-users] Custom fields In-Reply-To: <32822127.post@talk.nabble.com> References: <32822127.post@talk.nabble.com> Message-ID: <32823818.post@talk.nabble.com> Is there a recommended defaut set up that I can use as a model to help us get to a working point, we like the the system, its learning how to navigate that becomes an issue. Thanks Zoedog wrote: > > We are in the process of adding the use of custom fields to our > application. The issue we are having is that anyone without admin > privileges is not seeing the custom fields when they are creating tickets, > we have gone thru a number of iterations tweaking permissions to get these > fields to appear but are having no success. What are we missing? > -- View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32823818.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From allen at crystalfontz.com Fri Nov 11 02:21:08 2011 From: allen at crystalfontz.com (Allen Lee) Date: Thu, 10 Nov 2011 23:21:08 -0800 Subject: [rt-users] RTx::BecomeUser extension working in RT4? Message-ID: > Would be interested to know if you make any progress with this one - > BecomeUser was a useful debugging tool in 3.xx I got it working today and submitted it back to the CPAN maintainer. I will give the code to anyone who asks but maybe you want to wait first to see if he packages it up for us properly. What I did was install the latest 1.10_2 version of the extension that worked fine for RT3.8, and then just hacked the files under the local plugin directory in a running instance of RT4 until it was working again. Allen From bart at pleh.info Fri Nov 11 03:36:07 2011 From: bart at pleh.info (Bart) Date: Fri, 11 Nov 2011 09:36:07 +0100 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: I noticed that in your config you say that "4h" is the default, this SLA however doesn't exist. Try replacing that with 24 and see what happens. -- Bart 2011/11/11 linuxsupport > Hi, > > I did it and then created a ticket but I can not see it applying the SLA. > What else should I check? > > > On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: > >> Only the "Name" field is needed. >> >> -- Bart >> >> >> 2011/11/10 linuxsupport >> >>> Thanks Bart, but there are 4 fields in that custom field. >>> >>> Sort , Name, Description, Category >>> >>> Where should that 24 go? in Sort or Name? >>> >>> >>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: >>> >>>> Sorry, forgot to mention that in your case that's value "24" since >>>> you've only defined one entry. >>>> >>>> -- Bart >>>> >>>> >>>> >>>> 2011/11/10 Bart >>>> >>>>> You have to manually add the same values of your config to your SLA >>>>> Custom Field. From there it should work as intended. >>>>> >>>>> -- Bart >>>>> >>>>> >>>>> 2011/11/10 linuxsupport >>>>> >>>>>> Hi, >>>>>> >>>>>> I have just installed RT, along with plugin RT::Extension::SLA >>>>>> >>>>>> Following is the configuration I have placed in RT_SiteConfig.pm >>>>>> >>>>>> Set(%ServiceAgreements, ( >>>>>> Default => '4h', >>>>>> QueueDefault => { >>>>>> 'General' => '24', >>>>>> }, >>>>>> Levels => { >>>>>> '24' => { >>>>>> StartImmediately => 1, >>>>>> Response => { RealMinutes => 60*1 }, >>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>> }, >>>>>> }, >>>>>> )); >>>>>> >>>>>> But I can not see any SLA while creating new ticket, it shows me >>>>>> blank box >>>>>> >>>>>> Can someone correct me please? >>>>>> >>>>>> OS: Debain Squeeze >>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>>>>> >>>>>> Thanks >>>>>> >>>>>> >>>>>> -------- >>>>>> RT Training Sessions (http://bestpractical.com/services/training.html >>>>>> ) >>>>>> * Barcelona, Spain ? November 28 & 29, 2011 >>>>>> >>>>> >>>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lin.support at gmail.com Fri Nov 11 05:03:53 2011 From: lin.support at gmail.com (linuxsupport) Date: Fri, 11 Nov 2011 15:33:53 +0530 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: I have modified the config as below. still not working Set(%ServiceAgreements, ( Default => 'GA', QueueDefault => { 'General' => 'GA', 'Support' => 'GA', 'Sales' => 'GA', 'Incident' => 'SA', }, Levels => { 'SA' => { StartImmediately => 1, Response => { RealMinutes => 60*1*2 }, Resolve => { RealMinutes => 60*4 }, }, 'GA' => { BusinessHours => 'ga_hours', Response => { BusinessMinutes => 60*1 }, Resolve => { BusinessMinutes => 60*4 }, }, }, )); Set(%ServiceBusinessHours, ( 'ga_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' } }, )); On Fri, Nov 11, 2011 at 2:06 PM, Bart wrote: > I noticed that in your config you say that "4h" is the default, this SLA > however doesn't exist. Try replacing that with 24 and see what happens. > > -- Bart > > > > 2011/11/11 linuxsupport > >> Hi, >> >> I did it and then created a ticket but I can not see it applying the SLA. >> What else should I check? >> >> >> On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: >> >>> Only the "Name" field is needed. >>> >>> -- Bart >>> >>> >>> 2011/11/10 linuxsupport >>> >>>> Thanks Bart, but there are 4 fields in that custom field. >>>> >>>> Sort , Name, Description, Category >>>> >>>> Where should that 24 go? in Sort or Name? >>>> >>>> >>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: >>>> >>>>> Sorry, forgot to mention that in your case that's value "24" since >>>>> you've only defined one entry. >>>>> >>>>> -- Bart >>>>> >>>>> >>>>> >>>>> 2011/11/10 Bart >>>>> >>>>>> You have to manually add the same values of your config to your SLA >>>>>> Custom Field. From there it should work as intended. >>>>>> >>>>>> -- Bart >>>>>> >>>>>> >>>>>> 2011/11/10 linuxsupport >>>>>> >>>>>>> Hi, >>>>>>> >>>>>>> I have just installed RT, along with plugin RT::Extension::SLA >>>>>>> >>>>>>> Following is the configuration I have placed in RT_SiteConfig.pm >>>>>>> >>>>>>> Set(%ServiceAgreements, ( >>>>>>> Default => '4h', >>>>>>> QueueDefault => { >>>>>>> 'General' => '24', >>>>>>> }, >>>>>>> Levels => { >>>>>>> '24' => { >>>>>>> StartImmediately => 1, >>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>> }, >>>>>>> }, >>>>>>> )); >>>>>>> >>>>>>> But I can not see any SLA while creating new ticket, it shows me >>>>>>> blank box >>>>>>> >>>>>>> Can someone correct me please? >>>>>>> >>>>>>> OS: Debain Squeeze >>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>>>>>> >>>>>>> Thanks >>>>>>> >>>>>>> >>>>>>> -------- >>>>>>> RT Training Sessions ( >>>>>>> http://bestpractical.com/services/training.html) >>>>>>> * Barcelona, Spain ? November 28 & 29, 2011 >>>>>>> >>>>>> >>>>>> >>>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Nov 11 05:46:04 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 Nov 2011 14:46:04 +0400 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Hi, Have you enabled plugin in the config? What do you have in logs when you create a ticket? On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport wrote: > I have modified the config as below. still not working > > Set(%ServiceAgreements, ( > ??????? Default => 'GA', > ??????? QueueDefault => { > ??????????????? 'General' => 'GA', > ??????????????? 'Support' => 'GA', > ??????????????? 'Sales' => 'GA', > ??????????????? 'Incident' => 'SA', > ??????? }, > ??????? Levels => { > ??????????????? 'SA' => { > ??????????????????????? StartImmediately => 1, > ??????????????????????? Response => { RealMinutes => 60*1*2? }, > ??????????????????????? Resolve => { RealMinutes => 60*4 }, > ??????????????? }, > ??????????????? 'GA' => { > ??????????????????????? BusinessHours => 'ga_hours', > ??????????????????????? Response => { BusinessMinutes => 60*1 }, > ??????????????????????? Resolve => { BusinessMinutes => 60*4 }, > ??????????????? }, > ??????? }, > )); > > > Set(%ServiceBusinessHours, ( > ??????? 'ga_hours' => { > ??????????????? 0 => { Name => 'Sunday', Start => undef, End => undef }, > ??????????????? 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, > ??????????????? 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' > }, > ??????????????? 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' > }, > ??????????????? 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' > }, > ??????????????? 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, > ??????????????? 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' > } > ??????? }, > )); > On Fri, Nov 11, 2011 at 2:06 PM, Bart wrote: >> >> I noticed that in your config you say that "4h" is the default, this SLA >> however doesn't exist. Try replacing that with 24 and see what happens. >> -- Bart >> >> >> 2011/11/11 linuxsupport >>> >>> Hi, >>> >>> I did it and then created a ticket but I can not see it applying the SLA. >>> What else should I check? >>> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: >>>> >>>> Only the "Name" field is needed. >>>> -- Bart >>>> >>>> >>>> 2011/11/10 linuxsupport >>>>> >>>>> Thanks Bart, but there are 4 fields in that custom field. >>>>> >>>>> Sort , Name, Description, Category >>>>> >>>>> Where should that 24 go? in Sort or Name? >>>>> >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: >>>>>> >>>>>> Sorry, forgot to mention that in your case that's value "24" since >>>>>> you've only defined one entry. >>>>>> -- Bart >>>>>> >>>>>> >>>>>> 2011/11/10 Bart >>>>>>> >>>>>>> You have to manually add the same values of your config to your SLA >>>>>>> Custom Field. From there it should work as intended. >>>>>>> -- Bart >>>>>>> >>>>>>> >>>>>>> 2011/11/10 linuxsupport >>>>>>>> >>>>>>>> Hi, >>>>>>>> >>>>>>>> I have just installed RT, along with plugin RT::Extension::SLA >>>>>>>> >>>>>>>> Following is the configuration I have placed in RT_SiteConfig.pm >>>>>>>> >>>>>>>> Set(%ServiceAgreements, ( >>>>>>>> ??????? Default => '4h', >>>>>>>> ??????? QueueDefault => { >>>>>>>> ??????????????? 'General' => '24', >>>>>>>> ??????? }, >>>>>>>> ??????? Levels => { >>>>>>>> ??????????????? '24' => { >>>>>>>> ??????????????????????? StartImmediately => 1, >>>>>>>> ??????????????????????? Response => { RealMinutes => 60*1? }, >>>>>>>> ??????????????????????? Resolve => { RealMinutes => 60*4 }, >>>>>>>> ??????????????? }, >>>>>>>> ??????? }, >>>>>>>> )); >>>>>>>> >>>>>>>> But I can not see any SLA while creating new ticket, it shows me >>>>>>>> blank box >>>>>>>> >>>>>>>> Can someone correct me please? >>>>>>>> >>>>>>>> OS: Debain Squeeze >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>>>>>>> >>>>>>>> Thanks >>>>>>>> >>>>>>>> >>>>>>>> -------- >>>>>>>> RT Training Sessions >>>>>>>> (http://bestpractical.com/services/training.html) >>>>>>>> * ?Barcelona, Spain ? November 28 & 29, 2011 >>>>>>> >>>>>> >>>>> >>>> >>> >> > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From lin.support at gmail.com Fri Nov 11 05:56:57 2011 From: lin.support at gmail.com (linuxsupport) Date: Fri, 11 Nov 2011 16:26:57 +0530 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Yes, it is enabled Set( @Plugins, qw( RT::Extension::SLA) ); In the log it says. [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that has no SLA CF (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33 On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov wrote: > Hi, > > Have you enabled plugin in the config? What do you have in logs when > you create a ticket? > > On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport > wrote: > > I have modified the config as below. still not working > > > > Set(%ServiceAgreements, ( > > Default => 'GA', > > QueueDefault => { > > 'General' => 'GA', > > 'Support' => 'GA', > > 'Sales' => 'GA', > > 'Incident' => 'SA', > > }, > > Levels => { > > 'SA' => { > > StartImmediately => 1, > > Response => { RealMinutes => 60*1*2 }, > > Resolve => { RealMinutes => 60*4 }, > > }, > > 'GA' => { > > BusinessHours => 'ga_hours', > > Response => { BusinessMinutes => 60*1 }, > > Resolve => { BusinessMinutes => 60*4 }, > > }, > > }, > > )); > > > > > > Set(%ServiceBusinessHours, ( > > 'ga_hours' => { > > 0 => { Name => 'Sunday', Start => undef, End => undef }, > > 1 => { Name => 'Monday', Start => '09:00', End => > '17:00' }, > > 2 => { Name => 'Tuesday', Start => '09:00', End => > '17:00' > > }, > > 3 => { Name => 'Wednesday', Start => '09:00', End => > '17:00' > > }, > > 4 => { Name => 'Thursday', Start => '09:00', End => > '17:00' > > }, > > 5 => { Name => 'Friday', Start => '09:00', End => > '17:00' }, > > 6 => { Name => 'Saturday', Start => '09:00', End => > '13:00' > > } > > }, > > )); > > On Fri, Nov 11, 2011 at 2:06 PM, Bart wrote: > >> > >> I noticed that in your config you say that "4h" is the default, this SLA > >> however doesn't exist. Try replacing that with 24 and see what happens. > >> -- Bart > >> > >> > >> 2011/11/11 linuxsupport > >>> > >>> Hi, > >>> > >>> I did it and then created a ticket but I can not see it applying the > SLA. > >>> What else should I check? > >>> > >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: > >>>> > >>>> Only the "Name" field is needed. > >>>> -- Bart > >>>> > >>>> > >>>> 2011/11/10 linuxsupport > >>>>> > >>>>> Thanks Bart, but there are 4 fields in that custom field. > >>>>> > >>>>> Sort , Name, Description, Category > >>>>> > >>>>> Where should that 24 go? in Sort or Name? > >>>>> > >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: > >>>>>> > >>>>>> Sorry, forgot to mention that in your case that's value "24" since > >>>>>> you've only defined one entry. > >>>>>> -- Bart > >>>>>> > >>>>>> > >>>>>> 2011/11/10 Bart > >>>>>>> > >>>>>>> You have to manually add the same values of your config to your SLA > >>>>>>> Custom Field. From there it should work as intended. > >>>>>>> -- Bart > >>>>>>> > >>>>>>> > >>>>>>> 2011/11/10 linuxsupport > >>>>>>>> > >>>>>>>> Hi, > >>>>>>>> > >>>>>>>> I have just installed RT, along with plugin RT::Extension::SLA > >>>>>>>> > >>>>>>>> Following is the configuration I have placed in RT_SiteConfig.pm > >>>>>>>> > >>>>>>>> Set(%ServiceAgreements, ( > >>>>>>>> Default => '4h', > >>>>>>>> QueueDefault => { > >>>>>>>> 'General' => '24', > >>>>>>>> }, > >>>>>>>> Levels => { > >>>>>>>> '24' => { > >>>>>>>> StartImmediately => 1, > >>>>>>>> Response => { RealMinutes => 60*1 }, > >>>>>>>> Resolve => { RealMinutes => 60*4 }, > >>>>>>>> }, > >>>>>>>> }, > >>>>>>>> )); > >>>>>>>> > >>>>>>>> But I can not see any SLA while creating new ticket, it shows me > >>>>>>>> blank box > >>>>>>>> > >>>>>>>> Can someone correct me please? > >>>>>>>> > >>>>>>>> OS: Debain Squeeze > >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 > >>>>>>>> > >>>>>>>> Thanks > >>>>>>>> > >>>>>>>> > >>>>>>>> -------- > >>>>>>>> RT Training Sessions > >>>>>>>> (http://bestpractical.com/services/training.html) > >>>>>>>> * Barcelona, Spain ? November 28 & 29, 2011 > >>>>>>> > >>>>>> > >>>>> > >>>> > >>> > >> > > > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From isaacmechi at gmail.com Fri Nov 11 06:02:32 2011 From: isaacmechi at gmail.com (Isaac Mechi) Date: Fri, 11 Nov 2011 09:02:32 -0200 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Did you rename the SLA CF? -------------- next part -------------- An HTML attachment was scrubbed... URL: From lin.support at gmail.com Fri Nov 11 06:17:13 2011 From: lin.support at gmail.com (linuxsupport) Date: Fri, 11 Nov 2011 16:47:13 +0530 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: OK, it is working, but I could not understand Created:Fri Nov 11 16:35:18 2011 -- this is ok Starts:Fri Nov 11 16:35:18 2011 -- this should be set to Created+ 1hours response time Started:Fri Nov 11 16:42:43 2011 Last Contact:Not set Due:Sat Nov 12 09:35:18 2011 -- this should be set to Created + 4 hours resolution time Closed:Not set Updated:Fri Nov 11 16:42:43 2011 by Enoch Root Please correct me, I am doing something wrong or not understanding it a t all. On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov wrote: > On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport > wrote: > > Yes, it is enabled > > > > Set( @Plugins, qw( RT::Extension::SLA) ); > > > > In the log it says. > > > > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that > has > > no SLA CF > > > (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33 > > You didn't apply SLA custom field to queues. Goto admin UI and do it. > > > > > > > > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov > > wrote: > >> > >> Hi, > >> > >> Have you enabled plugin in the config? What do you have in logs when > >> you create a ticket? > >> > >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport > >> wrote: > >> > I have modified the config as below. still not working > >> > > >> > Set(%ServiceAgreements, ( > >> > Default => 'GA', > >> > QueueDefault => { > >> > 'General' => 'GA', > >> > 'Support' => 'GA', > >> > 'Sales' => 'GA', > >> > 'Incident' => 'SA', > >> > }, > >> > Levels => { > >> > 'SA' => { > >> > StartImmediately => 1, > >> > Response => { RealMinutes => 60*1*2 }, > >> > Resolve => { RealMinutes => 60*4 }, > >> > }, > >> > 'GA' => { > >> > BusinessHours => 'ga_hours', > >> > Response => { BusinessMinutes => 60*1 }, > >> > Resolve => { BusinessMinutes => 60*4 }, > >> > }, > >> > }, > >> > )); > >> > > >> > > >> > Set(%ServiceBusinessHours, ( > >> > 'ga_hours' => { > >> > 0 => { Name => 'Sunday', Start => undef, End => undef > }, > >> > 1 => { Name => 'Monday', Start => '09:00', End => > >> > '17:00' }, > >> > 2 => { Name => 'Tuesday', Start => '09:00', End => > >> > '17:00' > >> > }, > >> > 3 => { Name => 'Wednesday', Start => '09:00', End => > >> > '17:00' > >> > }, > >> > 4 => { Name => 'Thursday', Start => '09:00', End => > >> > '17:00' > >> > }, > >> > 5 => { Name => 'Friday', Start => '09:00', End => > >> > '17:00' }, > >> > 6 => { Name => 'Saturday', Start => '09:00', End => > >> > '13:00' > >> > } > >> > }, > >> > )); > >> > On Fri, Nov 11, 2011 at 2:06 PM, Bart wrote: > >> >> > >> >> I noticed that in your config you say that "4h" is the default, this > >> >> SLA > >> >> however doesn't exist. Try replacing that with 24 and see what > happens. > >> >> -- Bart > >> >> > >> >> > >> >> 2011/11/11 linuxsupport > >> >>> > >> >>> Hi, > >> >>> > >> >>> I did it and then created a ticket but I can not see it applying the > >> >>> SLA. > >> >>> What else should I check? > >> >>> > >> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: > >> >>>> > >> >>>> Only the "Name" field is needed. > >> >>>> -- Bart > >> >>>> > >> >>>> > >> >>>> 2011/11/10 linuxsupport > >> >>>>> > >> >>>>> Thanks Bart, but there are 4 fields in that custom field. > >> >>>>> > >> >>>>> Sort , Name, Description, Category > >> >>>>> > >> >>>>> Where should that 24 go? in Sort or Name? > >> >>>>> > >> >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: > >> >>>>>> > >> >>>>>> Sorry, forgot to mention that in your case that's value "24" > since > >> >>>>>> you've only defined one entry. > >> >>>>>> -- Bart > >> >>>>>> > >> >>>>>> > >> >>>>>> 2011/11/10 Bart > >> >>>>>>> > >> >>>>>>> You have to manually add the same values of your config to your > >> >>>>>>> SLA > >> >>>>>>> Custom Field. From there it should work as intended. > >> >>>>>>> -- Bart > >> >>>>>>> > >> >>>>>>> > >> >>>>>>> 2011/11/10 linuxsupport > >> >>>>>>>> > >> >>>>>>>> Hi, > >> >>>>>>>> > >> >>>>>>>> I have just installed RT, along with plugin RT::Extension::SLA > >> >>>>>>>> > >> >>>>>>>> Following is the configuration I have placed in > RT_SiteConfig.pm > >> >>>>>>>> > >> >>>>>>>> Set(%ServiceAgreements, ( > >> >>>>>>>> Default => '4h', > >> >>>>>>>> QueueDefault => { > >> >>>>>>>> 'General' => '24', > >> >>>>>>>> }, > >> >>>>>>>> Levels => { > >> >>>>>>>> '24' => { > >> >>>>>>>> StartImmediately => 1, > >> >>>>>>>> Response => { RealMinutes => 60*1 }, > >> >>>>>>>> Resolve => { RealMinutes => 60*4 }, > >> >>>>>>>> }, > >> >>>>>>>> }, > >> >>>>>>>> )); > >> >>>>>>>> > >> >>>>>>>> But I can not see any SLA while creating new ticket, it shows > me > >> >>>>>>>> blank box > >> >>>>>>>> > >> >>>>>>>> Can someone correct me please? > >> >>>>>>>> > >> >>>>>>>> OS: Debain Squeeze > >> >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 > >> >>>>>>>> > >> >>>>>>>> Thanks > >> >>>>>>>> > >> >>>>>>>> > >> >>>>>>>> -------- > >> >>>>>>>> RT Training Sessions > >> >>>>>>>> (http://bestpractical.com/services/training.html) > >> >>>>>>>> * Barcelona, Spain ? November 28 & 29, 2011 > >> >>>>>>> > >> >>>>>> > >> >>>>> > >> >>>> > >> >>> > >> >> > >> > > >> > > >> > -------- > >> > RT Training Sessions (http://bestpractical.com/services/training.html > ) > >> > * Barcelona, Spain ? November 28 & 29, 2011 > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From frankie at telecos.upc.edu Fri Nov 11 06:28:48 2011 From: frankie at telecos.upc.edu (Francesc Guasch) Date: Fri, 11 Nov 2011 12:28:48 +0100 Subject: [rt-users] RT 4.0.3 - Email templates are not parsed In-Reply-To: <20111110214645.GV1021@jibsheet.com> References: <20111110183632.9AE942C4565@ibastion.frb.gov> <20111110190442.GS1021@jibsheet.com> <20111110192830.GU1021@jibsheet.com> <20111110214645.GV1021@jibsheet.com> Message-ID: <4EBD06F0.9030200@telecos.upc.edu> Al 10/11/11 22:46, En/na Kevin Falcone ha escrit: > On Thu, Nov 10, 2011 at 02:28:30PM -0500, Kevin Falcone wrote: >> On Thu, Nov 10, 2011 at 02:04:42PM -0500, Kevin Falcone wrote: >>> On Thu, Nov 10, 2011 at 01:46:40PM -0500, Jim.H.Berry at frb.gov wrote: >>>> Hi >>>> >>>> I believe this is the same issue reported by Francesc Guasch. We >>>> upgraded from 3.8.10 to 4.0.3. Email is sent as expected via our scrip, but our template is >>>> not parsed, so that we see {$Ticket->Subject}. Earlier I had upgraded from 3.8.10 to 4.0.2 >>>> but did have this issue. > > As 4.0.4 is available, please upgrade it to fix this issue. > Thanks for the report and the extra information. > Great, now it works. Thank you very much for the quick response. From jon.witts at southhunsley.org.uk Fri Nov 11 08:14:14 2011 From: jon.witts at southhunsley.org.uk (Witts J Mr) Date: Fri, 11 Nov 2011 13:14:14 +0000 Subject: [rt-users] ExternalAuth Message-ID: Hi List, We are using the ExternalAuth plugin with RT 4.0.2 at our school authenticating against two different LDAP branches. We also have some internal RT users defined too for users outside of our school who need to be able to log tickets in our queues. At the moment we are using the "Everyone" group to define the permissions on our internal queues, but this means that external users can see them too. What we would ideally like to be able to do is have all LDAP users put into a global group at the point of creation (i.e. when they first log in). Does anyone know if it would be possible to adjust the ExternalAuth plugin so that you could define a global group and have all users who authenticate from an external source automatically added to that group? This would really help our permissions set up, as it would allow us to create a global group for each LDAP source and assign the permissions to that group rather than using the "Everyone" group. Thanks in advance, Jon ______________________________ Jon Witts Director of ICT South Hunsley School and Sixth Form College 01482 636720 ________________________________ Confidentiality: this e-mail and its attachments may be confidential and are intended solely for the use of the named recipient(s). If you are not the intended recipient you must take no action based on them, nor must you copy or show them to anyone. 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From l.reimann at metaways.de Fri Nov 11 11:32:26 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Fri, 11 Nov 2011 17:32:26 +0100 Subject: [rt-users] Again: RT using reply-to field to authenticate sender email In-Reply-To: <20110224201636.GA9180@inferno.nadir.org> References: <20110224184624.GA25522@inferno.nadir.org> <20110224201636.GA9180@inferno.nadir.org> Message-ID: <4EBD4E1A.5030700@metaways.de> Hi all, sorry for sending it again, but so far our issue has not been discussed: on 29.03.2011: when sending an email to RT 3.8.8 we have the following problem: Situation: Queue address: service-abc at example.org Sender address: sender at example.com (known to RT, privileged, can create tickets, etc) Third party address: recipient at example.net Sending an email with Cc to Queue address and have Reply-to Header set To: recipient at example.net Cc: service-abc at example.org Reply-to: recipient at example.net yields "Could not load a valid user" for recipient at example.net I think this may be a bug, because the original sender address is not used to auth against RT. I don't know how reply addresses are normally handled via RT, but auth'ing a user via the Reply-to header field is wrong because it is almost every time different from the "From" field and to Reply-to address may have no rights in RT in most cases. Imagine the following workflow: recipient at example.net is a list, I want to inform it of something while creating a ticket using the Cc field. In this case I am the requestor, emails should go to me and the Reply-to address could be set as CC or whatever. Giving the Reply-to address access to RT is impractical because it is a list address only. Can anybody confirm or has a solution to this? Maybe there is a quick code-fix ;) greetings, l.r. From Joachim.Thuau at spacex.com Fri Nov 11 12:14:29 2011 From: Joachim.Thuau at spacex.com (Joachim Thuau) Date: Fri, 11 Nov 2011 17:14:29 +0000 Subject: [rt-users] Again: RT using reply-to field to authenticate sender email In-Reply-To: <4EBD4E1A.5030700@metaways.de> Message-ID: On 11/11/11 8:32 AM, "Lars Reimann" wrote: > >Hi all, > >sorry for sending it again, but so far our issue has not been discussed: > > >on 29.03.2011: > >when sending an email to RT 3.8.8 we have the following problem: > >Situation: > >Queue address: service-abc at example.org >Sender address: sender at example.com (known to RT, privileged, can create >tickets, etc) >Third party address: recipient at example.net > >Sending an email with Cc to Queue address and have Reply-to Header set > >To: recipient at example.net >Cc: service-abc at example.org >Reply-to: recipient at example.net > >yields "Could not load a valid user" for recipient at example.net Is the ticket successfully created though? >I think this may be a bug, because the original sender address is not >used to auth against RT. >I don't know how reply addresses are normally handled via RT, but >auth'ing a user via the Reply-to header field is wrong because it is >almost every time different from the "From" field and to Reply-to >address may have no rights in RT in most cases. > >Imagine the following workflow: >recipient at example.net is a list, I want to inform it of something while >creating a ticket using the Cc field. >In this case I am the requestor, emails should go to me and the Reply-to >address could be set as CC or whatever. >Giving the Reply-to address access to RT is impractical because it is a >list address only. There are option in RT to have all the users referenced in the email (including in the To: field) added as users, so they can be added as requestor on the ticket. I expect that in your case, the ticket is created, but doesn't have any requestor (or just the user in the "from" field, if it's different). Ultimatly, the workflow you suggest would have to have that list as a "user" in RT. So you need to figure out why the user didn't load/wasn't created. I hope this helps... Jok From lin.support at gmail.com Fri Nov 11 12:57:05 2011 From: lin.support at gmail.com (linuxsupport) Date: Fri, 11 Nov 2011 23:27:05 +0530 Subject: [rt-users] RT Authentication with google login Message-ID: Hi, Anyone has a working example of RT authentication with google login? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.lesinski at gmail.com Fri Nov 11 15:01:18 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Fri, 11 Nov 2011 15:01:18 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories Message-ID: Hi, In request tracker, how would you recommend setting up your dependent drop down lists that have a consistent drop down value for multiple parent values? Below, under the 1st level Administration value, I show an example of what I am asking about. - Hardware - item1.1 - item1.2 - item1.3 - Software - item2.1 - item2.2 - item2.3 - Administration - password reset - softwarename1.1 - softwarename1.2 - softwarename1.3 - profile update - softwarename1.1 - softwarename1.2 - softwarename1.3 I was able to set up the outline above by using the built in "categories are based on" option for drop down lists and entering the value one time for each parent value. The only thing that I see as a possible issue with doing this is that the search builder then shows the drop down text value multiple times. Maybe just a bug or improvement that could be made in the searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I handle this a different way? Either way I would appreciate your insight. Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Fri Nov 11 15:24:51 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 11 Nov 2011 14:24:51 -0600 Subject: [rt-users] RT4 woes with Scrips and email Message-ID: So I flipped over the database from RT3.8 to RT4.0.2 today, and RT is not attempting to send out emails on our system. Fetchmail is working, pulling in emails, and Sendmail has been checked from the command line to work fine. Now, I mind you this is a database transferred from another server and upgraded. We see the following issue when going to Queues -> General -> Scrips and click on any scrip: 'Queue X not found' where X is the id number in: [weburl]/Admin/Queues/Scrip.html?id=X&Queue=0 Now, no matter which queue we go to, it puts the queue number as 0, and the id number as the scrip number, yet it is failing, telling us the id number Queue is not found. I wish I could give a printscreen to explain this better, but basically I am sure something has gone awry with the scrips. Any ideas? Thanks, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From davidnicol at gmail.com Fri Nov 11 23:13:52 2011 From: davidnicol at gmail.com (David Nicol) Date: Fri, 11 Nov 2011 22:13:52 -0600 Subject: [rt-users] RT Authentication with google login In-Reply-To: References: Message-ID: could not the openID login method (there is one isn't there?) turn into this? On 11/11/11, linuxsupport wrote: > Hi, > > Anyone has a working example of RT authentication with google login? > > Thanks > -- "One only understands the things that one tames" -- the fox From lin.support at gmail.com Fri Nov 11 23:25:32 2011 From: lin.support at gmail.com (linuxsupport) Date: Sat, 12 Nov 2011 09:55:32 +0530 Subject: [rt-users] RT Authentication with google login In-Reply-To: References: Message-ID: I saw RT::Authen::OpenID and RT::Authen::OpenID2 but there is no documentation on how to configure it. On Sat, Nov 12, 2011 at 9:43 AM, David Nicol wrote: > could not the openID login method (there is one isn't there?) turn into > this? > > On 11/11/11, linuxsupport wrote: > > Hi, > > > > Anyone has a working example of RT authentication with google login? > > > > Thanks > > > > > -- > "One only understands the things that one tames" -- the fox > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Sat Nov 12 07:16:09 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Sat, 12 Nov 2011 13:16:09 +0100 Subject: [rt-users] RT 4.0.2 and ExternalAuth In-Reply-To: <20111110175833.GQ1021@jibsheet.com> References: <20111110175833.GQ1021@jibsheet.com> Message-ID: Hi, now I have : 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password41', and still errors: [error]: AUTH FAILED, Couldn't Load Password Encryption Package. Error: Can't locate Crypt/MySQL.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 1304) line 3. [error]: My_MySQL AUTH FAILED The encryption package you gave me ( Crypt::MySQL ) does not support the encryption method you specified ( password41 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) [Sat Nov 12 12:08:58 2011] [debug]: DBI password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:331) [Sat Nov 12 12:08:58 2011] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Sat Nov 12 12:08:58 2011] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Sat Nov 12 12:08:58 2011] [error]: FAILED LOGIN for test123 from 31.174.157.24 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) Any idea why there we Can't locate Crypt/MySQL.pm ? Adrian 2011/11/10 Kevin Falcone : > On Thu, Nov 10, 2011 at 02:07:41PM +0100, Adrian Stel wrote: >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # The Perl >> package & subroutine used to encrypt passwords >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # e.g. if the >> passwords are stored using the MySQL v3.23 "PASSWORD" >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # function, >> then you will need Crypt::MySQL::password, but for the >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # MySQL4+ >> password function you will need Crypt::MySQL::password41 >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # >> Alternatively, you could use Digest::MD5::md5_hex or any other >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # encryption >> subroutine you can load in your perl installation >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'p_enc_pkg' >> ? ? ? ? ? ? ?=> ?'Crypt::MySQL::password41', >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? #'p_enc_sub' >> ? ? ? ? ? ? ? => ?'password41', >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # If your >> >> Couldn't Load Password Encryption Package. Error: Can't locate >> Crypt/MySQL/password.pm >> My_MySQL AUTH FAILED The encryption package you gave me ( >> Crypt::MySQL::password ) does not support the encryption method you >> specified ( ?) >> > > You've configured it to use Crypt::MySQL::password41, > which is not a perl module. > > I suspect you wanted it to load Crypt::MySQL and then use the > password41 method on it. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Pozdrawiam Adrian Stelmaszyk From adisan82 at gmail.com Mon Nov 14 04:22:54 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Mon, 14 Nov 2011 10:22:54 +0100 Subject: [rt-users] RT 4.0.2 and ExternalAuth In-Reply-To: References: <20111110175833.GQ1021@jibsheet.com> Message-ID: Hi, solution: install Crypt::MySQL using CPAN. Adrian 2011/11/12 Adrian Stel : > Hi, > > now I have : > > ?'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Crypt::MySQL', > ?'p_enc_sub' ? ? ? ? ? ? ? ? => ?'password41', > > and still errors: > > [error]: AUTH FAILED, Couldn't Load Password Encryption Package. > Error: Can't locate Crypt/MySQL.pm in @INC (@INC contains: > /opt/rt4/sbin/../local/lib > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib > /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 > /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval > 1304) line 3. > > [error]: My_MySQL AUTH FAILED The encryption package you gave me ( > Crypt::MySQL ) does not support the encryption method you specified ( > password41 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) > > [Sat Nov 12 12:08:58 2011] [debug]: DBI password validation result: 0 > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:331) > [Sat Nov 12 12:08:58 2011] [debug]: Password Validation Check Result: > 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) > [Sat Nov 12 12:08:58 2011] [debug]: Autohandler called ExternalAuth. > Response: (0, Password Invalid) > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > [Sat Nov 12 12:08:58 2011] [error]: FAILED LOGIN for test123 from > 31.174.157.24 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) > > > > Any idea why there we Can't locate Crypt/MySQL.pm ? > > > > Adrian > > > 2011/11/10 Kevin Falcone : >> On Thu, Nov 10, 2011 at 02:07:41PM +0100, Adrian Stel wrote: >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # The Perl >>> package & subroutine used to encrypt passwords >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # e.g. if the >>> passwords are stored using the MySQL v3.23 "PASSWORD" >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # function, >>> then you will need Crypt::MySQL::password, but for the >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # MySQL4+ >>> password function you will need Crypt::MySQL::password41 >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # >>> Alternatively, you could use Digest::MD5::md5_hex or any other >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # encryption >>> subroutine you can load in your perl installation >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'p_enc_pkg' >>> ? ? ? ? ? ? ?=> ?'Crypt::MySQL::password41', >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? #'p_enc_sub' >>> ? ? ? ? ? ? ? => ?'password41', >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? # If your >>> >>> Couldn't Load Password Encryption Package. Error: Can't locate >>> Crypt/MySQL/password.pm >>> My_MySQL AUTH FAILED The encryption package you gave me ( >>> Crypt::MySQL::password ) does not support the encryption method you >>> specified ( ?) >>> >> >> You've configured it to use Crypt::MySQL::password41, >> which is not a perl module. >> >> I suspect you wanted it to load Crypt::MySQL and then use the >> password41 method on it. >> >> -kevin >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Pozdrawiam > Adrian Stelmaszyk > -- Pozdrawiam Adrian Stelmaszyk From adisan82 at gmail.com Mon Nov 14 04:27:54 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Mon, 14 Nov 2011 10:27:54 +0100 Subject: [rt-users] RT 4.0.2 ExternalAuth and phpbb3 Message-ID: Hi, I would like to use phpbb3 base to auth to my RT. Problem is here: SiteConfig.pm # The Perl package & subroutine used to encrypt passwords # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" # function, then you will need Crypt::MySQL::password, but for the # MySQL4+ password function you will need Crypt::MySQL::password41 # Alternatively, you could use Digest::MD5::md5_hex or any other # encryption subroutine you can load in your perl installation 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password41', I'm not sure which function I should use. -- Best Adrian Stelmaszyk From bart at pleh.info Mon Nov 14 06:22:27 2011 From: bart at pleh.info (Bart) Date: Mon, 14 Nov 2011 12:22:27 +0100 Subject: [rt-users] RT4 woes with Scrips and email In-Reply-To: References: Message-ID: Hi, I'm able to reproduce your error, which might be a but. 1. Go to a queue via de config menu, click scrips so that you have the page with all scrips that apply to that queue. 2. Click on a scrip that applies to all queue's (the first list of scrips), these are the global scrips. 3. You'll get an error. But, if you have a queue specific scrip (the second list at the bottom of the page) then you'll see the scrip since that scrip applies to that queue. Also, if you go to Global -> Scrips and click one of the global scrips you'll be shown the actual scrip. The difference in the URL's is basically the word Queue should be Global, then it's just fine. Link to a global scrip from the queue scrips view: /Admin/Queues/Scrip.html?id=9&Queue=0 Link to a global scrip from the global scrips page: /Admin/Global/Scrip.html?id=9&Queue=0 Can you confirm that this is the error your noticing? -- Bart 2011/11/11 Izz Abdullah > So I flipped over the database from RT3.8 to RT4.0.2 today, and RT is > not attempting to send out emails on our system. Fetchmail is working, > pulling in emails, and Sendmail has been checked from the command line to > work fine. Now, I mind you this is a database transferred from another > server and upgraded. We see the following issue when going to Queues -> > General -> Scrips and click on any scrip:**** > > ?Queue X not found? where X is the id number in: > [weburl]/Admin/Queues/Scrip.html?id=X&Queue=0**** > > ** ** > > Now, no matter which queue we go to, it puts the queue number as 0, and > the id number as the scrip number, yet it is failing, telling us the id > number Queue is not found. I wish I could give a printscreen to explain > this better, but basically I am sure something has gone awry with the > scrips.**** > > ** ** > > Any ideas?**** > > ** ** > > Thanks,**** > > Izz**** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Nov 14 06:28:34 2011 From: bart at pleh.info (Bart) Date: Mon, 14 Nov 2011 12:28:34 +0100 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: References: Message-ID: We have a similar setup, and I'm afraid there isn't much you can change about it (to my knowledge at least). We've made it look like this: (CF names) - Item A - Item B - Item C When it comes to the search builder you'll see duplicate values, but if you search on Item C with value password (that's maybe listed three times) then it will show the content of all tickets containing the value password for Item C. The search builder simply checks for the string, if it matches then it will give you the results. If you want to make sure it shows the correct tickets then you'll have to combine the Item C value password with an Item A and/or Item B which will result in a specific result. Either way, you don't have to worry about the duplicates the result will be the same regardless of which duplicate you select. Hope this helps. -- Bart 2011/11/11 Jim Lesinski > Hi, > > In request tracker, how would you recommend setting up your dependent drop > down lists that have a consistent drop down value for multiple parent > values? Below, under the 1st level Administration value, I show an example > of what I am asking about. > > > > - Hardware > - item1.1 > - item1.2 > - item1.3 > - Software > - item2.1 > - item2.2 > - item2.3 > - Administration > - password reset > - softwarename1.1 > - softwarename1.2 > - softwarename1.3 > - profile update > - softwarename1.1 > - softwarename1.2 > - softwarename1.3 > > > I was able to set up the outline above by using the built in "categories > are based on" option for drop down lists and entering the value one time > for each parent value. The only thing that I see as a possible issue with > doing this is that the search builder then shows the drop down text value > multiple times. Maybe just a bug or improvement that could be made in the > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I > handle this a different way? > > Either way I would appreciate your insight. > > Thanks, > Jim > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Nov 14 06:39:14 2011 From: bart at pleh.info (Bart) Date: Mon, 14 Nov 2011 12:39:14 +0100 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Hi, This would roughly be how the SLA plugin works: - When a ticket is first created the SLA plugin makes sure that the Starts date is set to the first possible "Business" date (e.g. the next day on 8:30 in the morning). - It then "if configured" sets the SLA to the default value of a queue. - In our case, we have a scrip that sets the SLA value based on the combination of ticket type (Incident, Problem, Change) and ticket priority (1 to 4). - When the SLA is set for a ticket it then sets the Due date based on the Starts date & takes the working hours/holidays into account. - In addition, on SLA change it sets the Due date accordingly (again based on the Starts date). More information on this page: http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc To clarify the dates: - Starts: first working day based on business hours - Started: when someone first replies. - Due: roughly the deadline, is set by the SLA plugin. - In your case: - Response: Means it's set to Start + 2h. That's the first deadline, once someone responses the next will start. - Resolve: After a response the SLA plugin will set the due date based on this config, thus Start + 4h. - Closed: is set when you close a ticket. Below our SLA config, might help a little when it comes to business hours: # --- # BusinessHours Settings # --- Set( %ServiceBusinessHours, ( 0 => { Name => 'zondag', Start => 'undef', End => 'undef' }, 1 => { Name => 'maandag', Start => '08:30', End => '18:00' }, 2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' }, 3 => { Name => 'woensdag', Start => '08:30', End => '18:00' }, 4 => { Name => 'donderdag', Start => '08:30', End => '18:00' }, 5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' }, 6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' }, # Non-service dagen: 2011 & 2012 holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18 2012-05-28 2012-12-25 2012-12-26)], ) ); # --- # SLA Settings # --- # Maximum is 30 dagen! # 480 uur gebruiken om geen Due date in te stellen. Set( %ServiceAgreements, ( Levels => { '4' => { Resolve => { BusinessMinutes => 60*4 }, }, '8' => { Resolve => { BusinessMinutes => 60*8 }, }, '24' => { Resolve => { BusinessMinutes => 60*24 }, }, '48' => { Resolve => { BusinessMinutes => 60*48 }, }, '480' => { Resolve => { BusinessMinutes => 60*480 }, }, }, ) ); Hopefully this helps understanding the SLA plugin. -- Bart 2011/11/11 linuxsupport > OK, it is working, but I could not understand > > Created:Fri Nov 11 16:35:18 2011 -- this is ok > Starts:Fri Nov 11 16:35:18 2011 -- this should be set to Created+ > 1hours response time > Started:Fri Nov 11 16:42:43 2011 > Last Contact:Not > set > Due:Sat Nov 12 09:35:18 2011 -- this should be set to Created + 4 > hours resolution time > Closed:Not set > Updated:Fri Nov 11 16:42:43 2011 by Enoch Root > > Please correct me, I am doing something wrong or not understanding it a t > all. > > On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov wrote: > >> On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport >> wrote: >> > Yes, it is enabled >> > >> > Set( @Plugins, qw( RT::Extension::SLA) ); >> > >> > In the log it says. >> > >> > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that >> has >> > no SLA CF >> > >> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33 >> >> You didn't apply SLA custom field to queues. Goto admin UI and do it. >> >> >> >> > >> > >> > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov >> > wrote: >> >> >> >> Hi, >> >> >> >> Have you enabled plugin in the config? What do you have in logs when >> >> you create a ticket? >> >> >> >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport >> >> wrote: >> >> > I have modified the config as below. still not working >> >> > >> >> > Set(%ServiceAgreements, ( >> >> > Default => 'GA', >> >> > QueueDefault => { >> >> > 'General' => 'GA', >> >> > 'Support' => 'GA', >> >> > 'Sales' => 'GA', >> >> > 'Incident' => 'SA', >> >> > }, >> >> > Levels => { >> >> > 'SA' => { >> >> > StartImmediately => 1, >> >> > Response => { RealMinutes => 60*1*2 }, >> >> > Resolve => { RealMinutes => 60*4 }, >> >> > }, >> >> > 'GA' => { >> >> > BusinessHours => 'ga_hours', >> >> > Response => { BusinessMinutes => 60*1 }, >> >> > Resolve => { BusinessMinutes => 60*4 }, >> >> > }, >> >> > }, >> >> > )); >> >> > >> >> > >> >> > Set(%ServiceBusinessHours, ( >> >> > 'ga_hours' => { >> >> > 0 => { Name => 'Sunday', Start => undef, End => >> undef }, >> >> > 1 => { Name => 'Monday', Start => '09:00', End => >> >> > '17:00' }, >> >> > 2 => { Name => 'Tuesday', Start => '09:00', End => >> >> > '17:00' >> >> > }, >> >> > 3 => { Name => 'Wednesday', Start => '09:00', End => >> >> > '17:00' >> >> > }, >> >> > 4 => { Name => 'Thursday', Start => '09:00', End => >> >> > '17:00' >> >> > }, >> >> > 5 => { Name => 'Friday', Start => '09:00', End => >> >> > '17:00' }, >> >> > 6 => { Name => 'Saturday', Start => '09:00', End => >> >> > '13:00' >> >> > } >> >> > }, >> >> > )); >> >> > On Fri, Nov 11, 2011 at 2:06 PM, Bart wrote: >> >> >> >> >> >> I noticed that in your config you say that "4h" is the default, this >> >> >> SLA >> >> >> however doesn't exist. Try replacing that with 24 and see what >> happens. >> >> >> -- Bart >> >> >> >> >> >> >> >> >> 2011/11/11 linuxsupport >> >> >>> >> >> >>> Hi, >> >> >>> >> >> >>> I did it and then created a ticket but I can not see it applying >> the >> >> >>> SLA. >> >> >>> What else should I check? >> >> >>> >> >> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: >> >> >>>> >> >> >>>> Only the "Name" field is needed. >> >> >>>> -- Bart >> >> >>>> >> >> >>>> >> >> >>>> 2011/11/10 linuxsupport >> >> >>>>> >> >> >>>>> Thanks Bart, but there are 4 fields in that custom field. >> >> >>>>> >> >> >>>>> Sort , Name, Description, Category >> >> >>>>> >> >> >>>>> Where should that 24 go? in Sort or Name? >> >> >>>>> >> >> >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: >> >> >>>>>> >> >> >>>>>> Sorry, forgot to mention that in your case that's value "24" >> since >> >> >>>>>> you've only defined one entry. >> >> >>>>>> -- Bart >> >> >>>>>> >> >> >>>>>> >> >> >>>>>> 2011/11/10 Bart >> >> >>>>>>> >> >> >>>>>>> You have to manually add the same values of your config to your >> >> >>>>>>> SLA >> >> >>>>>>> Custom Field. From there it should work as intended. >> >> >>>>>>> -- Bart >> >> >>>>>>> >> >> >>>>>>> >> >> >>>>>>> 2011/11/10 linuxsupport >> >> >>>>>>>> >> >> >>>>>>>> Hi, >> >> >>>>>>>> >> >> >>>>>>>> I have just installed RT, along with plugin RT::Extension::SLA >> >> >>>>>>>> >> >> >>>>>>>> Following is the configuration I have placed in >> RT_SiteConfig.pm >> >> >>>>>>>> >> >> >>>>>>>> Set(%ServiceAgreements, ( >> >> >>>>>>>> Default => '4h', >> >> >>>>>>>> QueueDefault => { >> >> >>>>>>>> 'General' => '24', >> >> >>>>>>>> }, >> >> >>>>>>>> Levels => { >> >> >>>>>>>> '24' => { >> >> >>>>>>>> StartImmediately => 1, >> >> >>>>>>>> Response => { RealMinutes => 60*1 }, >> >> >>>>>>>> Resolve => { RealMinutes => 60*4 }, >> >> >>>>>>>> }, >> >> >>>>>>>> }, >> >> >>>>>>>> )); >> >> >>>>>>>> >> >> >>>>>>>> But I can not see any SLA while creating new ticket, it shows >> me >> >> >>>>>>>> blank box >> >> >>>>>>>> >> >> >>>>>>>> Can someone correct me please? >> >> >>>>>>>> >> >> >>>>>>>> OS: Debain Squeeze >> >> >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >> >> >>>>>>>> >> >> >>>>>>>> Thanks >> >> >>>>>>>> >> >> >>>>>>>> >> >> >>>>>>>> -------- >> >> >>>>>>>> RT Training Sessions >> >> >>>>>>>> (http://bestpractical.com/services/training.html) >> >> >>>>>>>> * Barcelona, Spain ? November 28 & 29, 2011 >> >> >>>>>>> >> >> >>>>>> >> >> >>>>> >> >> >>>> >> >> >>> >> >> >> >> >> > >> >> > >> >> > -------- >> >> > RT Training Sessions ( >> http://bestpractical.com/services/training.html) >> >> > * Barcelona, Spain ? November 28 & 29, 2011 >> >> > >> >> >> >> >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> >> >> >> -- >> Best regards, Ruslan. >> > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Nov 14 06:43:18 2011 From: bart at pleh.info (Bart) Date: Mon, 14 Nov 2011 12:43:18 +0100 Subject: [rt-users] Custom fields In-Reply-To: <32823818.post@talk.nabble.com> References: <32822127.post@talk.nabble.com> <32823818.post@talk.nabble.com> Message-ID: I think it's hard to recommend a default setup regarding CF's, it entirely depends on the situation. Though it's a good policy to only set rights regarding to CF's in the CF rights page via group rights. Thus, don't set any rights on the queue for a group regarding CF's. Other then that it's mostly getting to know the system and evaluate on how you want to setup the permissions of various components. (making a permission matrix helps making things clear) -- Bart 2011/11/11 Zoedog > > Is there a recommended defaut set up that I can use as a model to help us > get > to a working point, we like the the system, its learning how to navigate > that becomes an issue. > > Thanks > > > > Zoedog wrote: > > > > We are in the process of adding the use of custom fields to our > > application. The issue we are having is that anyone without admin > > privileges is not seeing the custom fields when they are creating > tickets, > > we have gone thru a number of iterations tweaking permissions to get > these > > fields to appear but are having no success. What are we missing? > > > > -- > View this message in context: > http://old.nabble.com/Custom-fields-tp32822127p32823818.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Nov 14 06:45:15 2011 From: bart at pleh.info (Bart) Date: Mon, 14 Nov 2011 12:45:15 +0100 Subject: [rt-users] How to setup RT::Extension::SLA In-Reply-To: References: Message-ID: Oops, this is the correct URL: http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm -- Bart 2011/11/14 Bart > Hi, > > This would roughly be how the SLA plugin works: > > - When a ticket is first created the SLA plugin makes sure that the > Starts date is set to the first possible "Business" date (e.g. the next day > on 8:30 in the morning). > - It then "if configured" sets the SLA to the default value of a queue. > - In our case, we have a scrip that sets the SLA value based on the > combination of ticket type (Incident, Problem, Change) and ticket priority > (1 to 4). > - When the SLA is set for a ticket it then sets the Due date based > on the Starts date & takes the working hours/holidays into account. > - In addition, on SLA change it sets the Due date accordingly (again > based on the Starts date). > > More information on this page: > > http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc > > To clarify the dates: > > - Starts: first working day based on business hours > - Started: when someone first replies. > - Due: roughly the deadline, is set by the SLA plugin. > - In your case: > - Response: Means it's set to Start + 2h. That's the first > deadline, once someone responses the next will start. > - Resolve: After a response the SLA plugin will set the due date > based on this config, thus Start + 4h. > - Closed: is set when you close a ticket. > > Below our SLA config, might help a little when it comes to business hours: > > # --- > # BusinessHours Settings > # --- > > Set( %ServiceBusinessHours, ( > 0 => { Name => 'zondag', Start => 'undef', End => 'undef' }, > 1 => { Name => 'maandag', Start => '08:30', End => '18:00' }, > 2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' }, > 3 => { Name => 'woensdag', Start => '08:30', End => '18:00' }, > 4 => { Name => 'donderdag', Start => '08:30', End => '18:00' }, > 5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' }, > 6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' }, > # Non-service dagen: 2011 & 2012 > holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18 > 2012-05-28 2012-12-25 2012-12-26)], > ) > ); > > # --- > # SLA Settings > # --- > > # Maximum is 30 dagen! > # 480 uur gebruiken om geen Due date in te stellen. > Set( %ServiceAgreements, ( > Levels => { > '4' => { Resolve => { BusinessMinutes => 60*4 }, }, > '8' => { Resolve => { BusinessMinutes => 60*8 }, }, > '24' => { Resolve => { BusinessMinutes => 60*24 }, }, > '48' => { Resolve => { BusinessMinutes => 60*48 }, }, > '480' => { Resolve => { BusinessMinutes => 60*480 }, }, > }, > ) > ); > > Hopefully this helps understanding the SLA plugin. > > -- Bart > > > 2011/11/11 linuxsupport > >> OK, it is working, but I could not understand >> >> Created:Fri Nov 11 16:35:18 2011 -- this is ok >> Starts:Fri Nov 11 16:35:18 2011 -- this should be set to Created+ >> 1hours response time >> Started:Fri Nov 11 16:42:43 2011 >> Last Contact:Not >> set >> Due:Sat Nov 12 09:35:18 2011 -- this should be set to Created + 4 >> hours resolution time >> Closed:Not set >> Updated:Fri Nov 11 16:42:43 2011 by Enoch Root >> >> Please correct me, I am doing something wrong or not understanding it a t >> all. >> >> On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov wrote: >> >>> On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport >>> wrote: >>> > Yes, it is enabled >>> > >>> > Set( @Plugins, qw( RT::Extension::SLA) ); >>> > >>> > In the log it says. >>> > >>> > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue >>> that has >>> > no SLA CF >>> > >>> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33 >>> >>> You didn't apply SLA custom field to queues. Goto admin UI and do it. >>> >>> >>> >>> > >>> > >>> > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov >> > >>> > wrote: >>> >> >>> >> Hi, >>> >> >>> >> Have you enabled plugin in the config? What do you have in logs when >>> >> you create a ticket? >>> >> >>> >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport >>> >> wrote: >>> >> > I have modified the config as below. still not working >>> >> > >>> >> > Set(%ServiceAgreements, ( >>> >> > Default => 'GA', >>> >> > QueueDefault => { >>> >> > 'General' => 'GA', >>> >> > 'Support' => 'GA', >>> >> > 'Sales' => 'GA', >>> >> > 'Incident' => 'SA', >>> >> > }, >>> >> > Levels => { >>> >> > 'SA' => { >>> >> > StartImmediately => 1, >>> >> > Response => { RealMinutes => 60*1*2 }, >>> >> > Resolve => { RealMinutes => 60*4 }, >>> >> > }, >>> >> > 'GA' => { >>> >> > BusinessHours => 'ga_hours', >>> >> > Response => { BusinessMinutes => 60*1 }, >>> >> > Resolve => { BusinessMinutes => 60*4 }, >>> >> > }, >>> >> > }, >>> >> > )); >>> >> > >>> >> > >>> >> > Set(%ServiceBusinessHours, ( >>> >> > 'ga_hours' => { >>> >> > 0 => { Name => 'Sunday', Start => undef, End => >>> undef }, >>> >> > 1 => { Name => 'Monday', Start => '09:00', End => >>> >> > '17:00' }, >>> >> > 2 => { Name => 'Tuesday', Start => '09:00', End => >>> >> > '17:00' >>> >> > }, >>> >> > 3 => { Name => 'Wednesday', Start => '09:00', End => >>> >> > '17:00' >>> >> > }, >>> >> > 4 => { Name => 'Thursday', Start => '09:00', End => >>> >> > '17:00' >>> >> > }, >>> >> > 5 => { Name => 'Friday', Start => '09:00', End => >>> >> > '17:00' }, >>> >> > 6 => { Name => 'Saturday', Start => '09:00', End => >>> >> > '13:00' >>> >> > } >>> >> > }, >>> >> > )); >>> >> > On Fri, Nov 11, 2011 at 2:06 PM, Bart wrote: >>> >> >> >>> >> >> I noticed that in your config you say that "4h" is the default, >>> this >>> >> >> SLA >>> >> >> however doesn't exist. Try replacing that with 24 and see what >>> happens. >>> >> >> -- Bart >>> >> >> >>> >> >> >>> >> >> 2011/11/11 linuxsupport >>> >> >>> >>> >> >>> Hi, >>> >> >>> >>> >> >>> I did it and then created a ticket but I can not see it applying >>> the >>> >> >>> SLA. >>> >> >>> What else should I check? >>> >> >>> >>> >> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart wrote: >>> >> >>>> >>> >> >>>> Only the "Name" field is needed. >>> >> >>>> -- Bart >>> >> >>>> >>> >> >>>> >>> >> >>>> 2011/11/10 linuxsupport >>> >> >>>>> >>> >> >>>>> Thanks Bart, but there are 4 fields in that custom field. >>> >> >>>>> >>> >> >>>>> Sort , Name, Description, Category >>> >> >>>>> >>> >> >>>>> Where should that 24 go? in Sort or Name? >>> >> >>>>> >>> >> >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart wrote: >>> >> >>>>>> >>> >> >>>>>> Sorry, forgot to mention that in your case that's value "24" >>> since >>> >> >>>>>> you've only defined one entry. >>> >> >>>>>> -- Bart >>> >> >>>>>> >>> >> >>>>>> >>> >> >>>>>> 2011/11/10 Bart >>> >> >>>>>>> >>> >> >>>>>>> You have to manually add the same values of your config to >>> your >>> >> >>>>>>> SLA >>> >> >>>>>>> Custom Field. From there it should work as intended. >>> >> >>>>>>> -- Bart >>> >> >>>>>>> >>> >> >>>>>>> >>> >> >>>>>>> 2011/11/10 linuxsupport >>> >> >>>>>>>> >>> >> >>>>>>>> Hi, >>> >> >>>>>>>> >>> >> >>>>>>>> I have just installed RT, along with plugin >>> RT::Extension::SLA >>> >> >>>>>>>> >>> >> >>>>>>>> Following is the configuration I have placed in >>> RT_SiteConfig.pm >>> >> >>>>>>>> >>> >> >>>>>>>> Set(%ServiceAgreements, ( >>> >> >>>>>>>> Default => '4h', >>> >> >>>>>>>> QueueDefault => { >>> >> >>>>>>>> 'General' => '24', >>> >> >>>>>>>> }, >>> >> >>>>>>>> Levels => { >>> >> >>>>>>>> '24' => { >>> >> >>>>>>>> StartImmediately => 1, >>> >> >>>>>>>> Response => { RealMinutes => 60*1 }, >>> >> >>>>>>>> Resolve => { RealMinutes => 60*4 }, >>> >> >>>>>>>> }, >>> >> >>>>>>>> }, >>> >> >>>>>>>> )); >>> >> >>>>>>>> >>> >> >>>>>>>> But I can not see any SLA while creating new ticket, it >>> shows me >>> >> >>>>>>>> blank box >>> >> >>>>>>>> >>> >> >>>>>>>> Can someone correct me please? >>> >> >>>>>>>> >>> >> >>>>>>>> OS: Debain Squeeze >>> >> >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1 >>> >> >>>>>>>> >>> >> >>>>>>>> Thanks >>> >> >>>>>>>> >>> >> >>>>>>>> >>> >> >>>>>>>> -------- >>> >> >>>>>>>> RT Training Sessions >>> >> >>>>>>>> (http://bestpractical.com/services/training.html) >>> >> >>>>>>>> * Barcelona, Spain ? November 28 & 29, 2011 >>> >> >>>>>>> >>> >> >>>>>> >>> >> >>>>> >>> >> >>>> >>> >> >>> >>> >> >> >>> >> > >>> >> > >>> >> > -------- >>> >> > RT Training Sessions ( >>> http://bestpractical.com/services/training.html) >>> >> > * Barcelona, Spain ? November 28 & 29, 2011 >>> >> > >>> >> >>> >> >>> >> >>> >> -- >>> >> Best regards, Ruslan. >>> > >>> > >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Mon Nov 14 07:39:11 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Mon, 14 Nov 2011 13:39:11 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); Message-ID: Hi, I'm trying to configure ExternalAuth on my RT4.0.2 External database use Portable PHP password hashing framework. (phpbb3) http://www.openwall.com/phpass/ There is perl module for this Authen::Passphrase::PHPass (Perl module reimplements the support for portable hashes introduced in phpass, but in Perl). My question is haw I should configure RT_siteConfig.pm: 'p_enc_pkg' => '?' 'p_enc_sub' => '?' When I use: 'p_enc_pkg' => 'Authen::Passphrase::PHPass', 'p_enc_sub' => '', I get: My_MySQL AUTH FAILED The encryption package you gave me ( Authen::Passphrase::PHPass ) does not support the encryption method you specified ( ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) Any idea why ? -- Best Adrian Stelmaszyk From adisan82 at gmail.com Mon Nov 14 09:10:46 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Mon, 14 Nov 2011 15:10:46 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: <4EC1153D.6040208@tpa.me.uk> References: <4EC1153D.6040208@tpa.me.uk> Message-ID: Hi, thanks :) phpass has many method I use hash_base64, RTSiteConfig.pm: 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'hash_base64', and when i put user/pass I get: RT Site: http://150.254.148.60/NoAuth/Login.html Can't use string ("*****") as a HASH ref while "strict refs" in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm line 278. But when I reload page I will be login to RT. Any idea why we get this error. I test 2 more method hash and cost i both case we get the same error. I'm not sure if I chose rigt method. Or there is issues in RTSiteConfig.pm Best Adrian 2011/11/14 Zordrak : > Adrian Stel wrote: >> Hi, >> When I use: >> >> 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', >> 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'', >> >> >> I get: >> >> My_MySQL AUTH FAILED The encryption package you gave me ( >> Authen::Passphrase::PHPass ) does not support the encryption method >> you specified ( ?) >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) >> >> Any idea why ? > > Very simple, you haven't specified a method (subroutine) for the > encryption; only the package. > > Take MySQL's password function as an example. To use it you would > specific the p_enc_pkg as Crypt::MySQL which will "include" that perl > module, but that module provides many different methods. Normally you'd > expect to use "password41" as the p_enc_sub. > > If it were MD5: > > p_eng_pkg: Digest::MD5 > p_enc_sub: md5_hex > -- > Zordrak > zordrak at tpa.me.uk > -- Pozdrawiam Adrian Stelmaszyk From Michael.Polenske at skm-skyline.de Mon Nov 14 09:36:49 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Mon, 14 Nov 2011 15:36:49 +0100 Subject: [rt-users] Limit upload to compressed files In-Reply-To: References: Message-ID: Hi Ruslan, thanks for your reply. What do you mean with "auto archive" - export attached files directly after ticket creation or something similar ? Is is tricky to implement ? Maybe also someone else is interested in such a solution (maybe since prices for harddisks go higher and higher now :-) ) Cheers - Michael -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Dienstag, 8. November 2011 21:56 To: Michael Polenske Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limit upload to compressed files Hi, Uploads processing is done in multiple places, so it's doable with several callbacks and custom code. It's possible to auto archive big files when ticket is created or updated. I did it once many years ago, but code is not public and I even don't have access to it. On Tue, Nov 8, 2011 at 12:23 PM, Michael Polenske wrote: > Good morning, > > we allow our customers to upload files (configuration files, kernel > dumps > etc) to their ticket. Unfortunately not all customers follow the rule > and compress their uploads, so it can be that they upload a config > file with >>20MB (compressed with standard zip it?s <1MB). > > > > So big question ? can I limit the upload to .zip /.gz/.rar.7z or > whatever on a easy way ? Any idea ? > > > > Thanks and best regards, > > Michael > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 -- Best regards, Ruslan. From lin.support at gmail.com Mon Nov 14 09:39:57 2011 From: lin.support at gmail.com (linuxsupport) Date: Mon, 14 Nov 2011 20:09:57 +0530 Subject: [rt-users] RT Authentication with google login In-Reply-To: References: Message-ID: Hi, Can anyone have example of google login? On Sat, Nov 12, 2011 at 9:55 AM, linuxsupport wrote: > I saw RT::Authen::OpenID and RT::Authen::OpenID2 but there is no > documentation on how to configure it. > > > On Sat, Nov 12, 2011 at 9:43 AM, David Nicol wrote: > >> could not the openID login method (there is one isn't there?) turn into >> this? >> >> On 11/11/11, linuxsupport wrote: >> > Hi, >> > >> > Anyone has a working example of RT authentication with google login? >> > >> > Thanks >> > >> >> >> -- >> "One only understands the things that one tames" -- the fox >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Nov 14 09:51:55 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 14 Nov 2011 18:51:55 +0400 Subject: [rt-users] Limit upload to compressed files In-Reply-To: References: Message-ID: On Mon, Nov 14, 2011 at 6:36 PM, Michael Polenske wrote: > Hi Ruslan, > > thanks for your reply. > > What do you mean with "auto archive" - export attached files directly after ticket creation or something similar ? Is is tricky to implement ? Auto archive - archive attached files before those are inserted into DB if name/size matches some conditions. Tricky, but doable. Maybe also someone else is interested in such a solution (maybe since prices for harddisks go higher and higher now :-) ) > > Cheers - Michael -- Best regards, Ruslan. From falcone at bestpractical.com Mon Nov 14 10:36:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 10:36:19 -0500 Subject: [rt-users] ExternalAuth In-Reply-To: References: Message-ID: <20111114153619.GX1021@jibsheet.com> On Fri, Nov 11, 2011 at 01:14:14PM +0000, Witts J Mr wrote: > We are using the ExternalAuth plugin with RT 4.0.2 at our school authenticating against two different LDAP branches. We also have some internal RT users defined too for users outside of our school who need to be able to log tickets in our queues. > > At the moment we are using the "Everyone" group to define the permissions on our internal queues, but this means that external users can see them too. What we would ideally like to be able to do is have all LDAP users put into a global group at the point of creation (i.e. when they first log in). > > Does anyone know if it would be possible to adjust the ExternalAuth plugin so that you could define a global group and have all users who authenticate from an external source automatically added to that group? This would really help our permissions set up, as it would allow us to create a global group for each LDAP source and assign the permissions to that group rather than using the "Everyone" group. This is not a feature of the plugin, although you could certainly add it and send a patch. Many people just make sure the LDAP users are Privileged and use that rather than Everyone. You could also use RT-Extension-LDAPImport and import groups and group memberships from LDAP. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From carragom at gmail.com Mon Nov 14 10:36:35 2011 From: carragom at gmail.com (Carlos Ramos) Date: Mon, 14 Nov 2011 09:36:35 -0600 Subject: [rt-users] RT 4.0.2 ExternalAuth and phpbb3 In-Reply-To: References: Message-ID: On Mon, Nov 14, 2011 at 3:27 AM, Adrian Stel wrote: > Hi, > > > I would like to use phpbb3 base to auth to my RT. > > Problem is here: > > > SiteConfig.pm > > ?# The Perl package & subroutine used to encrypt passwords > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# e.g. if the > passwords are stored using the MySQL v3.23 "PASSWORD" > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# function, > then you will need Crypt::MySQL::password, but for the > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# MySQL4+ > password function you will need Crypt::MySQL::password41 > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# > Alternatively, you could use Digest::MD5::md5_hex or any other > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?# encryption > subroutine you can load in your perl installation > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'p_enc_pkg' > ? ? ? ? ? ? => ?'Crypt::MySQL', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'p_enc_sub' > ? ? ? ? ? ? => ?'password41', > > > I'm not sure which function I should use. > > > > > -- > Best > Adrian Stelmaszyk > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > Assuming phpbb use this password library http://www.openwall.com/phpass/, as suggested in this post http://www.phpbb.com/community/viewtopic.php?f=71&t=585387#p3225746. Then you could probably use that library's perl port available here http://search.cpan.org/~zefram/Authen-Passphrase/lib/Authen/Passphrase/PHPass.pm to authenticate your users. Otherwise I'm guessing you will have to port phpbb's hashing function to perl using the version that came with your phpbb as reference. Cheers. -- Carlos Ramos From falcone at bestpractical.com Mon Nov 14 10:38:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 10:38:26 -0500 Subject: [rt-users] Again: RT using reply-to field to authenticate sender email In-Reply-To: <4EBD4E1A.5030700@metaways.de> References: <20110224184624.GA25522@inferno.nadir.org> <20110224201636.GA9180@inferno.nadir.org> <4EBD4E1A.5030700@metaways.de> Message-ID: <20111114153826.GY1021@jibsheet.com> On Fri, Nov 11, 2011 at 05:32:26PM +0100, Lars Reimann wrote: > Queue address: service-abc at example.org > Sender address: sender at example.com (known to RT, privileged, can > create tickets, etc) > Third party address: recipient at example.net > > Sending an email with Cc to Queue address and have Reply-to Header set > > To: recipient at example.net > Cc: service-abc at example.org > Reply-to: recipient at example.net > > yields "Could not load a valid user" for recipient at example.net > > I think this may be a bug, because the original sender address is > not used to auth against RT. RT explicitly tries to make the Requestor of the ticket be the Reply-To of an email. It's been this way for many years and I don't see it changing anytime soon. I actually use this all the time to log tickets that show Created by Me but set someone else as the Requestor since I'm logging the ticket for them. You need to configure your permissions to allow for the creation of recipient at example.net or do a clean overlay of RT to prefer From over Reply-To in the ParseSenderAddressFromHead method. -kevin > I don't know how reply addresses are normally handled via RT, but > auth'ing a user via the Reply-to header field is wrong because it is > almost every time different from the "From" field and to Reply-to > address may have no rights in RT in most cases. > > Imagine the following workflow: > recipient at example.net is a list, I want to inform it of something > while creating a ticket using the Cc field. > In this case I am the requestor, emails should go to me and the > Reply-to address could be set as CC or whatever. > Giving the Reply-to address access to RT is impractical because it > is a list address only. > > Can anybody confirm or has a solution to this? Maybe there is a > quick code-fix ;) > > greetings, > l.r. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 14 10:39:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 10:39:22 -0500 Subject: [rt-users] RT4 woes with Scrips and email In-Reply-To: References: Message-ID: <20111114153922.GZ1021@jibsheet.com> This bug is resolved in 4.0.4 If you're using 4.0.2 or lower, you'll need to do as Bart says and go to Configuration -> Global -> Scrips. -kevin On Mon, Nov 14, 2011 at 12:22:27PM +0100, Bart wrote: > Hi, > I'm able to reproduce your error, which might be a but. > > 1. Go to a queue via de config menu, click scrips so that you have the page with all scrips > that apply to that queue. > 2. Click on a scrip that applies to all queue's (the first list of scrips), these are the > global scrips. > 3. You'll get an error. > > But, if you have a queue specific scrip (the second list at the bottom of the page) then > you'll see the scrip since that scrip applies to that queue. > Also, if you go to Global -> Scrips and click one of the global scrips you'll be shown the > actual scrip. > The difference in the URL's is basically the word Queue should be Global, then it's just fine. > Link to a global scrip from the queue scrips view: > /Admin/Queues/Scrip.html?id=9&Queue=0 > Link to a global scrip from the global scrips page: > /Admin/Global/Scrip.html?id=9&Queue=0 > Can you confirm that this is the error your noticing? > -- Bart > > 2011/11/11 Izz Abdullah <[1]Izz.Abdullah at hibbett.com> > > So I flipped over the database from RT3.8 to RT4.0.2 today, and RT is not attempting to send > out emails on our system. Fetchmail is working, pulling in emails, and Sendmail has been > checked from the command line to work fine. Now, I mind you this is a database transferred > from another server and upgraded. We see the following issue when going to Queues -> General > -> Scrips and click on any scrip: > > *Queue X not found* where X is the id number in: > [weburl]/Admin/Queues/Scrip.html?id=X&Queue=0 > > Now, no matter which queue we go to, it puts the queue number as 0, and the id number as the > scrip number, yet it is failing, telling us the id number Queue is not found. I wish I could > give a printscreen to explain this better, but basically I am sure something has gone awry > with the scrips. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 14 10:53:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 10:53:01 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: References: Message-ID: <20111114155301.GA1021@jibsheet.com> On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: > Hi, > In request tracker, how would you recommend setting up your dependent drop down lists that > have a consistent drop down value for multiple parent values? Below, under the 1st level > Administration value, I show an example of what I am asking about. If you use the 'Categories are based on' feature in later 3.8 and 4.0 you'll get much better search options than typing in the Category box. > * Hardware > > * item1.1 > * item1.2 > * item1.3 > > * Software > > * item2.1 > * item2.2 > * item2.3 > > * Administration > > * password reset > > * softwarename1.1 > * softwarename1.2 > * softwarename1.3 > > * profile update > > * softwarename1.1 > * softwarename1.2 > * softwarename1.3 > > I was able to set up the outline above by using the built in "categories are based on" option > for drop down lists and entering the value one time for each parent value. The only thing that > I see as a possible issue with doing this is that the search builder then shows the drop down > text value multiple times. Maybe just a bug or improvement that could be made in the > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I handle this a different > way? > Either way I would appreciate your insight. > Thanks, > Jim > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 14 10:58:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 10:58:28 -0500 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> Message-ID: <20111114155828.GB1021@jibsheet.com> On Mon, Nov 14, 2011 at 03:10:46PM +0100, Adrian Stel wrote: > Hi, > > > thanks :) > > phpass has many method I use hash_base64, RTSiteConfig.pm: > > 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', > 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'hash_base64', > > > and when i put user/pass I get: > > RT Site: > http://150.254.148.60/NoAuth/Login.html > > Can't use string ("*****") as a HASH ref while "strict refs" in use at > /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm line 278. Sounds like the Authen::Passphrase::PHPass module doesn't like the way that RT-Authen-ExternalAuth is invoking it. Unfortunately, you'll need to add some debugging to figure out where it goes wrong unless someone on the list has experience with the configuration you want to use. -kevin > But when I reload page I will be login to RT. > > Any idea why we get this error. > > I test 2 more method hash and cost i both case we get the same error. > > I'm not sure if I chose rigt method. > > Or there is issues in RTSiteConfig.pm > > > > Best > Adrian > > > 2011/11/14 Zordrak : > > Adrian Stel wrote: > >> Hi, > >> When I use: > >> > >> 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', > >> 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'', > >> > >> > >> I get: > >> > >> My_MySQL AUTH FAILED The encryption package you gave me ( > >> Authen::Passphrase::PHPass ) does not support the encryption method > >> you specified ( ?) > >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:99) > >> > >> Any idea why ? > > > > Very simple, you haven't specified a method (subroutine) for the > > encryption; only the package. > > > > Take MySQL's password function as an example. To use it you would > > specific the p_enc_pkg as Crypt::MySQL which will "include" that perl > > module, but that module provides many different methods. Normally you'd > > expect to use "password41" as the p_enc_sub. > > > > If it were MD5: > > > > p_eng_pkg: Digest::MD5 > > p_enc_sub: md5_hex > > -- > > Zordrak > > zordrak at tpa.me.uk > > > > > > -- > Pozdrawiam > Adrian Stelmaszyk > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Mon Nov 14 12:24:35 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Nov 2011 09:24:35 -0800 Subject: [rt-users] Sorting custom fields In-Reply-To: <4EBBE46B.7050706@sgul.ac.uk> References: <4EBBE46B.7050706@sgul.ac.uk> Message-ID: Giuseppe, Are you talking about hoe the VALUES appear or the way the Fields themselves appear on a ticket page? Kenn LBNL On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi there, > maybe this is stupid but is there a quick way of re-sorting custom fields? > > Thanks, > Giuseppe > > - -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ > > iQEcBAEBAgAGBQJOu+RrAAoJEAqigArPBfJXNOQH/jdKeK/eqbuVnwD2aVmjpsAQ > Fim6Z1yoojPuGmz/yPEVoxhDuZy7qwbCme7+pV2T6/miwUShJUJr/QflvK9pxxyQ > W03MlQuuhlrFrka9atmDXcGzUM4hd7bZL3d3npUPtAfb8+ky2kP5+eBzMQqQeAXU > gPnmN2jcpcMTPOcuFJVfp6I1r9wxzE+bEOo3frma5RpyEifkHDPopqldf6KRwMzM > 0r/3SjN01bB9L2VgcxcT26HZYqi43Q4v4fq28EpzzFJFIAN3lipVPs1b8Q0cS4d8 > 9otLY5dTOQjiI28VWY+y1jKJeOa227EWdqyWWypAKJEU7nrk0Mk6yg0S4jLAb2A= > =bEKW > -----END PGP SIGNATURE----- > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Mon Nov 14 12:31:47 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Mon, 14 Nov 2011 17:31:47 +0000 Subject: [rt-users] Sorting custom fields In-Reply-To: References: <4EBBE46B.7050706@sgul.ac.uk> Message-ID: <4EC15083.2020909@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 14/11/11 17:24, Kenneth Crocker wrote: > Giuseppe, > > Are you talking about hoe the VALUES appear or the way the Fields > themselves appear on a ticket page? Hi Kenneth, the order of the fields themselves. I know you can give a sort order for the values within the interface, so I was expecting something similar to be available for Fields order. The only way to do it seems to be swapping them around. Any other possibility? Thanks, Giuseppe > > Kenn LBNL > > On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo > > wrote: > > > Hi there, maybe this is stupid but is there a quick way of > re-sorting custom fields? > > Thanks, Giuseppe > - -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 > -------- RT Training Sessions > (http://bestpractical.com/services/training.html) * Barcelona, > Spain ? November 28 & 29, 2011 - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwVCDAAoJEAqigArPBfJXAzsH/3fcawXwyosVR9yPP65qky2R PpgMozygRBcoJnlh1Ic6cURrcXUfhn+xDYtrtmHzD4W8Uk+bgFWNd7bSx+14/SJy I5WmqpLo1Cv79vY2OWDe/DQ1eCxS45lSMk0CtjqbZM0ljWjc00D+oFU+wbBOoska 1TJH9lXueZ7ckeuC35v/9tbuZBxQgwfcFk2IRTxQZkuMM2Y5O6pdVp8+y0uXGprC ECSsTd8F1LT0ymajsoUUJYM0ymZno0wyTbW0fsTsHjZKsjQxJcqVHo8KZ2SKY+t7 gP4nXgGgE2yMk5ZXeEudtUdMUAH3waUSCM61oDMgnvKVoB1bWMZWmW9sR/AsXF4= =y21q -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Nov 14 12:50:42 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Nov 2011 09:50:42 -0800 Subject: [rt-users] Sorting custom fields In-Reply-To: <4EC15083.2020909@sgul.ac.uk> References: <4EBBE46B.7050706@sgul.ac.uk> <4EC15083.2020909@sgul.ac.uk> Message-ID: Giuseppe, As far as I know, you can only modify the sequence under "Ticket Custom Fields" when Configuring a Queue. So that all tickets in the same Queue see the Cf's in the same sequence. That's about the extent of my knowledge. Kenn LBNL On Mon, Nov 14, 2011 at 9:31 AM, Giuseppe Sollazzo wrote: > ** > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On 14/11/11 17:24, Kenneth Crocker wrote: > > Giuseppe, > > > > Are you talking about hoe the VALUES appear or the way the Fields > > themselves appear on a ticket page? > > > > Hi Kenneth, > the order of the fields themselves. > I know you can give a sort order for the values within the interface, > so I was expecting something similar to be available for Fields order. > The only way to do it seems to be swapping them around. > Any other possibility? > > Thanks, > Giuseppe > > > > > Kenn LBNL > > > > On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo > > > > wrote: > > > > > > Hi there, maybe this is stupid but is there a quick way of > > re-sorting custom fields? > > > > Thanks, Giuseppe > > > > > - -------- > > RT Training Sessions > (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > > > > > > -------- RT Training Sessions > > (http://bestpractical.com/services/training.html) * Barcelona, > > Spain ? November 28 & 29, 2011 > > > > - -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ > > iQEcBAEBAgAGBQJOwVCDAAoJEAqigArPBfJXAzsH/3fcawXwyosVR9yPP65qky2R > PpgMozygRBcoJnlh1Ic6cURrcXUfhn+xDYtrtmHzD4W8Uk+bgFWNd7bSx+14/SJy > I5WmqpLo1Cv79vY2OWDe/DQ1eCxS45lSMk0CtjqbZM0ljWjc00D+oFU+wbBOoska > 1TJH9lXueZ7ckeuC35v/9tbuZBxQgwfcFk2IRTxQZkuMM2Y5O6pdVp8+y0uXGprC > ECSsTd8F1LT0ymajsoUUJYM0ymZno0wyTbW0fsTsHjZKsjQxJcqVHo8KZ2SKY+t7 > gP4nXgGgE2yMk5ZXeEudtUdMUAH3waUSCM61oDMgnvKVoB1bWMZWmW9sR/AsXF4= > =y21q > -----END PGP SIGNATURE----- > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Nov 14 13:09:44 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 14 Nov 2011 22:09:44 +0400 Subject: [rt-users] Sorting custom fields In-Reply-To: <4EC15083.2020909@sgul.ac.uk> References: <4EBBE46B.7050706@sgul.ac.uk> <4EC15083.2020909@sgul.ac.uk> Message-ID: On Mon, Nov 14, 2011 at 9:31 PM, Giuseppe Sollazzo wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On 14/11/11 17:24, Kenneth Crocker wrote: >> Giuseppe, >> >> Are you talking about hoe the VALUES appear or the way the Fields >> themselves appear on a ticket page? > > > > Hi Kenneth, > the order of the fields themselves. > I know you can give a sort order for the values within the interface, > so I was expecting something similar to be available for Fields order. > The only way to do it seems to be swapping them around. > Any other possibility? Custom perl script that talks to API or direct SQL on ObjectCustomFields table. It's better to use fresh 3.8 or 4.0. Here is SQL to see the current state: SELECT cf.Name, q.Name, ocf.SortOrder FROM CustomFields cf JOIN ObjectCustomFields ocf ON ocf.CustomField = cf.id LEFT JOIN Queues q ON ocf.ObjectId = q.id WHERE cf.LookupType = 'RT::Queue-RT::Ticket' AND (q.Name IS NULL OR q.Name = 'Blocks') ORDER BY cf.LookupType ASC, ocf.SortOrder ASC; > Thanks, > Giuseppe > >> >> Kenn LBNL >> >> On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo >> > wrote: >> >> >> Hi there, maybe this is stupid but is there a quick way of >> re-sorting custom fields? >> >> Thanks, Giuseppe >> > > - -------- > RT Training Sessions > (http://bestpractical.com/services/training.html) > *? Barcelona, Spain? November 28 & 29, 2011 > > > > >> -------- RT Training Sessions >> (http://bestpractical.com/services/training.html) * Barcelona, >> Spain ? November 28 & 29, 2011 > > > - -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ > > iQEcBAEBAgAGBQJOwVCDAAoJEAqigArPBfJXAzsH/3fcawXwyosVR9yPP65qky2R > PpgMozygRBcoJnlh1Ic6cURrcXUfhn+xDYtrtmHzD4W8Uk+bgFWNd7bSx+14/SJy > I5WmqpLo1Cv79vY2OWDe/DQ1eCxS45lSMk0CtjqbZM0ljWjc00D+oFU+wbBOoska > 1TJH9lXueZ7ckeuC35v/9tbuZBxQgwfcFk2IRTxQZkuMM2Y5O6pdVp8+y0uXGprC > ECSsTd8F1LT0ymajsoUUJYM0ymZno0wyTbW0fsTsHjZKsjQxJcqVHo8KZ2SKY+t7 > gP4nXgGgE2yMk5ZXeEudtUdMUAH3waUSCM61oDMgnvKVoB1bWMZWmW9sR/AsXF4= > =y21q > -----END PGP SIGNATURE----- > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Mon Nov 14 13:23:32 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 14 Nov 2011 12:23:32 -0600 Subject: [rt-users] RT4 woes with Scrips and email In-Reply-To: References: Message-ID: This is exactly what we are seeing here. From: pleh.info at gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart Sent: Monday, November 14, 2011 5:22 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT4 woes with Scrips and email Hi, I'm able to reproduce your error, which might be a but. 1. Go to a queue via de config menu, click scrips so that you have the page with all scrips that apply to that queue. 2. Click on a scrip that applies to all queue's (the first list of scrips), these are the global scrips. 3. You'll get an error. But, if you have a queue specific scrip (the second list at the bottom of the page) then you'll see the scrip since that scrip applies to that queue. Also, if you go to Global -> Scrips and click one of the global scrips you'll be shown the actual scrip. The difference in the URL's is basically the word Queue should be Global, then it's just fine. Link to a global scrip from the queue scrips view: /Admin/Queues/Scrip.html?id=9&Queue=0 Link to a global scrip from the global scrips page: /Admin/Global/Scrip.html?id=9&Queue=0 Can you confirm that this is the error your noticing? -- Bart 2011/11/11 Izz Abdullah > So I flipped over the database from RT3.8 to RT4.0.2 today, and RT is not attempting to send out emails on our system. Fetchmail is working, pulling in emails, and Sendmail has been checked from the command line to work fine. Now, I mind you this is a database transferred from another server and upgraded. We see the following issue when going to Queues -> General -> Scrips and click on any scrip: 'Queue X not found' where X is the id number in: [weburl]/Admin/Queues/Scrip.html?id=X&Queue=0 Now, no matter which queue we go to, it puts the queue number as 0, and the id number as the scrip number, yet it is failing, telling us the id number Queue is not found. I wish I could give a printscreen to explain this better, but basically I am sure something has gone awry with the scrips. Any ideas? Thanks, Izz -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From qxin at cio.sc.gov Mon Nov 14 13:55:42 2011 From: qxin at cio.sc.gov (Xin, Qiao) Date: Mon, 14 Nov 2011 13:55:42 -0500 Subject: [rt-users] Transaction custom field not showing in Incident Message-ID: Hi, I created a Ticket transactions custom field named "Notification" and applied to the "Incidents" queue of RTIR. However, it is not shown in the page when I try to "Reply" or "Comment" to ticket. I add "Modify custom field" and " See custom fields" privileges to everyone and it is still not shown. To test, I applied the field to the queue "General" and the field is shown correctly on the "Reply" page. I searched in the mailing list and somebody said RTIR queues are special. Is there anyway I can enable the transaction custom field in "Incidents" queue? Thanks, Qiao From jim.lesinski at gmail.com Mon Nov 14 14:09:43 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 14 Nov 2011 14:09:43 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: <20111114155301.GA1021@jibsheet.com> References: <20111114155301.GA1021@jibsheet.com> Message-ID: I wouldn't think that the searchbuilder would show the same string value though if you have the value occurring multiple times based on a parent field. In my example below the value "softwarename1.1" will show up in the searchbuilder each time I have entered it for that field. What I was suggesting is that one way to handle this would be to make the searchbuilder page only add a string value if that string value doesn't exist in the values already. That seems like the simplest was to avoid the same value from showing up several times in the searchbuilder. Right now what happens is, you end up with 4 "Password Reset" Values in the example below. This also would create 4 "Password Reset" in the searchbuilder dropdown, which works because the search is based on the String value and not the ID of the record. * Active Directory * Password Reset * TimeSheet * Password Reset * TestDomain * Password Reset * Whatever * Password Reset Just a suggestion... but an excellent way to handle it may be to add functionality to the "Categories are based on" drop down so that you select the parent field first, and then select each value that the current value is visible for. This would let you have a more flexible relationship for building the hierarchy. Then you could select Field1 as the Parent for Field2, but also specify that Field2.Value1 would be an option when you select Field1.Value1, Field1.Value3, Field1.Value4, Field1.Value7 - etc. On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone wrote: > On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: > > Hi, > > In request tracker, how would you recommend setting up your dependent > drop down lists that > > have a consistent drop down value for multiple parent values? Below, > under the 1st level > > Administration value, I show an example of what I am asking about. > > If you use the 'Categories are based on' feature in later 3.8 and 4.0 > you'll get much better search options than typing in the Category box. > > > * Hardware > > > > * item1.1 > > * item1.2 > > * item1.3 > > > > * Software > > > > * item2.1 > > * item2.2 > > * item2.3 > > > > * Administration > > > > * password reset > > > > * softwarename1.1 > > * softwarename1.2 > > * softwarename1.3 > > > > * profile update > > > > * softwarename1.1 > > * softwarename1.2 > > * softwarename1.3 > > > > I was able to set up the outline above by using the built in > "categories are based on" option > > for drop down lists and entering the value one time for each parent > value. The only thing that > > I see as a possible issue with doing this is that the search builder > then shows the drop down > > text value multiple times. Maybe just a bug or improvement that could > be made in the > > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should > I handle this a different > > way? > > Either way I would appreciate your insight. > > Thanks, > > Jim > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Mon Nov 14 14:45:20 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 14 Nov 2011 13:45:20 -0600 Subject: [rt-users] Allow requestor to be created even if not in ExternalAuth Message-ID: Ok, we went production on RT4.0.2 on Friday, and there are certain requestors which are not in our LDAP / Active Directory. This works fine for the accounts I left in MySQL, but for new tickets with new requestors, it will not create the requestor if it can't be found in AD. Can anyone give me a quick fix for allowing a requestor not found in LDAP via ExternalAuth to be created? Thanks in advance, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Mon Nov 14 14:58:42 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 14 Nov 2011 13:58:42 -0600 Subject: [rt-users] Allow requestor to be created even if not in ExternalAuth In-Reply-To: References: Message-ID: Maybe I am an idiot. I have changed the Set($AutoCreateNonExternalUsers, 1); from 0 to 1. I am hoping that is the fix I was looking for. Thanks, Izz From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Monday, November 14, 2011 1:45 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Allow requestor to be created even if not in ExternalAuth Ok, we went production on RT4.0.2 on Friday, and there are certain requestors which are not in our LDAP / Active Directory. This works fine for the accounts I left in MySQL, but for new tickets with new requestors, it will not create the requestor if it can't be found in AD. Can anyone give me a quick fix for allowing a requestor not found in LDAP via ExternalAuth to be created? Thanks in advance, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 14 15:02:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 15:02:19 -0500 Subject: [rt-users] Transaction custom field not showing in Incident In-Reply-To: References: Message-ID: <20111114200219.GC1021@jibsheet.com> On Mon, Nov 14, 2011 at 01:55:42PM -0500, Xin, Qiao wrote: > I created a Ticket transactions custom field named "Notification" and applied to the "Incidents" queue of RTIR. > However, it is not shown in the page when I try to "Reply" or "Comment" to ticket. I add "Modify custom field" and " > See custom fields" privileges to everyone and it is still not shown. > > To test, I applied the field to the queue "General" and the field is shown correctly on the "Reply" page. I searched > in the mailing list and somebody said RTIR queues are special. Is there anyway I can enable the transaction custom > field in "Incidents" queue? Unfortunately - the Reply page in RTIR predates Transaction Custom Fields and was never updated to include them. I thought there was a feature ticket open about this, but I can't find it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jon.witts at southhunsley.org.uk Mon Nov 14 15:55:24 2011 From: jon.witts at southhunsley.org.uk (Witts J Mr) Date: Mon, 14 Nov 2011 20:55:24 +0000 Subject: [rt-users] ExternalAuth Message-ID: > Date: Mon, 14 Nov 2011 10:36:19 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] ExternalAuth > Message-ID: <20111114153619.GX1021 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > On Fri, Nov 11, 2011 at 01:14:14PM +0000, Witts J Mr wrote: >> We are using the ExternalAuth plugin with RT 4.0.2 at our school authenticating against two different LDAP branches. We also have some internal RT users defined too for users outside of our school who need to be able to log tickets in our queues. >> >> At the moment we are using the "Everyone" group to define the permissions on our internal queues, but this means that external users can see them too. What we would ideally like to be able to do is have all LDAP users put into a global group at the point of creation (i.e. when they first log in). >> >> Does anyone know if it would be possible to adjust the ExternalAuth plugin so that you could define a global group and have all users who authenticate from an external source automatically added to that group? This would really help our permissions set up, as it would allow us to create a global group for each LDAP source and assign the permissions to that group rather than using the "Everyone" group. >This is not a feature of the plugin, although you could certainly add it and send a patch. Many people just make sure the LDAP users are Privileged and use that rather than Everyone. You could also use RT-Extension-LDAPImport and import groups and group memberships from LDAP. > >-kevin Hi Kevin, Thanks for responding. Are there any plugins which would provide a good starting point for me to look at the code to add users into a custom group? I am very new to Perl programming, but am not adverse to get in to the code if that is what is required! Thanks Jon ________________________________ Confidentiality: this e-mail and its attachments may be confidential and are intended solely for the use of the named recipient(s). If you are not the intended recipient you must take no action based on them, nor must you copy or show them to anyone. If you have received this e-mail in error, please advise the sender by return e-mail and delete all copies of this e-mail and any attachments from your computer. 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South Hunsley School and Sixth Form College is registered in England and Wales with company registration number 07542211 and VAT Registration Number 109 7208 18. From mjames at guesswho.com Mon Nov 14 16:28:06 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Mon, 14 Nov 2011 16:28:06 -0500 Subject: [rt-users] LDAP authentication problem Message-ID: <2AA600764E54964491083B1E0EC81A30BBC4F2AB5F@EXCLUS.nationala-1advertising.com> Hi, I know there are tons of questions on the list about getting LDAP authentication to work. And I have done it before at other employers, so I'm even more frustrated... Here's what I've got: RT 4.0.2 on CentOS 5.7 RT-Authen-ExternalAuth-0.09.tar.gz Active Directory on Server 2008 R2 I set up the /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm file with the LDAP parameters that I thought would work. Also, I can do a successful ldapsearch from the command line against the AD server with the same credentials. Here's an ldapsearch run from the CLI on my RT server. This returns a successful result from the domain controller. [root at host ~]# ldapsearch -h dc-01.mydomain.com -x -b "dc=mydomain,dc=com" -D "cn=mike james,cn=users,dc=mydomain,dc=com" -w 'mypasswd' "mail=anyuser at mydomain.com" Here's the LDAP portion of my config file. I got the d_filter from a google search. It was mentioned in a couple of places as being the correct string for disabled users. # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'dc-01.mydomain.com', 'user' => 'cn=mike james,cn=users,dc=mydomain,dc=com', 'pass' => 'mypasswd', 'base' => 'dc=mydomain,dc=com', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2))', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn' } All requests for new tickets are being rejected, and it's making me crazy. Any ideas? Nov 14 15:07:46 x-tracker-01 RT: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 23. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) Nov 14 15:07:46 x-tracker-01 RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: mjames at mydomain.com, Name: mjames at mydomain.com, Password: , Privileged: 0, RealName: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Nov 14 15:07:46 x-tracker-01 RT: User creation failed in mailgateway: Could not set user info (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: Couldn't load user 'mjames at mydomain.com'.giving up (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1016) Nov 14 15:07:46 x-tracker-01 RT: User 'mjames at mydomain.com' could not be loaded in the mail gateway (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (mjames at mydomain.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 14 16:36:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Nov 2011 16:36:27 -0500 Subject: [rt-users] ExternalAuth In-Reply-To: References: Message-ID: <20111114213627.GD1021@jibsheet.com> On Mon, Nov 14, 2011 at 08:55:24PM +0000, Witts J Mr wrote: > > Date: Mon, 14 Nov 2011 10:36:19 -0500 > > From: Kevin Falcone > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] ExternalAuth > > Message-ID: <20111114153619.GX1021 at jibsheet.com> > > Content-Type: text/plain; charset="us-ascii" > > > On Fri, Nov 11, 2011 at 01:14:14PM +0000, Witts J Mr wrote: > >> We are using the ExternalAuth plugin with RT 4.0.2 at our school authenticating against two different LDAP branches. We also have some internal RT users defined too for users outside of our school who need to be able to log tickets in our queues. > >> > >> At the moment we are using the "Everyone" group to define the permissions on our internal queues, but this means that external users can see them too. What we would ideally like to be able to do is have all LDAP users put into a global group at the point of creation (i.e. when they first log in). > >> > >> Does anyone know if it would be possible to adjust the ExternalAuth plugin so that you could define a global group and have all users who authenticate from an external source automatically added to that group? This would really help our permissions set up, as it would allow us to create a global group for each LDAP source and assign the permissions to that group rather than using the "Everyone" group. > > >This is not a feature of the plugin, although you could certainly add > it and send a patch. Many people just make sure the LDAP users are > Privileged and use that rather than Everyone. You could also use > RT-Extension-LDAPImport and import groups and group memberships from > LDAP. > > > >-kevin > > Thanks for responding. Are there any plugins which would provide a good starting point for me to look at the code to add users into a custom group? I am very new to Perl programming, but am not adverse to get in to the code if that is what is required! RT-Extension-LDAPImport adds users to groups, so it'd be a place to look. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jim.lesinski at gmail.com Mon Nov 14 19:06:24 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 14 Nov 2011 19:06:24 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: References: <20111114155301.GA1021@jibsheet.com> Message-ID: I had some time after work to code up a possible solution for the searchbuilder. I am new to perl so feel free to correct me. Below is a snippet of code from /html/Elements/SelectCustomFieldValue, starting at line 48. I have added my name after the lines I added to make the search builder drop down show only unique string values. It would be super cool if this made it into the base code. % $m->callback( Name => $Name, CustomField => $CustomField ); % if ($CustomField->Type =~ /Select/i) { % my $values = $CustomField->Values; % my %seen = (); # Jim Lesinski % } % else { % } On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski wrote: > I wouldn't think that the searchbuilder would show the same string value > though if you have the value occurring multiple times based on a parent > field. In my example below the value "softwarename1.1" will show up in the > searchbuilder each time I have entered it for that field. > > What I was suggesting is that one way to handle this would be to make the > searchbuilder page only add a string value if that string value doesn't > exist in the values already. That seems like the simplest was to avoid the > same value from showing up several times in the searchbuilder. > > Right now what happens is, you end up with 4 "Password Reset" Values in > the example below. This also would create 4 "Password Reset" in the > searchbuilder dropdown, which works because the search is based on the > String value and not the ID of the record. > > * Active Directory > * Password Reset > * TimeSheet > * Password Reset > * TestDomain > * Password Reset > * Whatever > * Password Reset > > > Just a suggestion... but an excellent way to handle it may be to add > functionality to the "Categories are based on" drop down so that you select > the parent field first, and then select each value that the current value > is visible for. This would let you have a more flexible relationship for > building the hierarchy. > > Then you could select Field1 as the Parent for Field2, but also specify > that Field2.Value1 would be an option when you select Field1.Value1, > Field1.Value3, Field1.Value4, Field1.Value7 - etc. > > > > > > On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone > wrote: > >> On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: >> > Hi, >> > In request tracker, how would you recommend setting up your >> dependent drop down lists that >> > have a consistent drop down value for multiple parent values? Below, >> under the 1st level >> > Administration value, I show an example of what I am asking about. >> >> If you use the 'Categories are based on' feature in later 3.8 and 4.0 >> you'll get much better search options than typing in the Category box. >> >> > * Hardware >> > >> > * item1.1 >> > * item1.2 >> > * item1.3 >> > >> > * Software >> > >> > * item2.1 >> > * item2.2 >> > * item2.3 >> > >> > * Administration >> > >> > * password reset >> > >> > * softwarename1.1 >> > * softwarename1.2 >> > * softwarename1.3 >> > >> > * profile update >> > >> > * softwarename1.1 >> > * softwarename1.2 >> > * softwarename1.3 >> > >> > I was able to set up the outline above by using the built in >> "categories are based on" option >> > for drop down lists and entering the value one time for each parent >> value. The only thing that >> > I see as a possible issue with doing this is that the search builder >> then shows the drop down >> > text value multiple times. Maybe just a bug or improvement that >> could be made in the >> > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should >> I handle this a different >> > way? >> > Either way I would appreciate your insight. >> > Thanks, >> > Jim >> >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Barcelona, Spain ? November 28 & 29, 2011 >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Mon Nov 14 19:10:08 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 14 Nov 2011 19:10:08 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: Message-ID: ? I don't know anything about your patch, but with Perl, it is more common to write something like... next if $seen{ $value->Name }++; From: Jim Lesinski [mailto:jim.lesinski at gmail.com] Sent: Monday, November 14, 2011 07:06 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories I had some time after work to code up a possible solution for the searchbuilder. I am new to perl so feel free to correct me. Below is a snippet of code from /html/Elements/SelectCustomFieldValue, starting at line 48. I have added my name after the lines I added to make the search builder drop down show only unique string values. It would be super cool if this made it into the base code. % $m->callback( Name => $Name, CustomField => $CustomField ); % if ($CustomField->Type =~ /Select/i) { % my $values = $CustomField->Values; % my %seen = (); # Jim Lesinski % } % else { % } On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski > wrote: I wouldn't think that the searchbuilder would show the same string value though if you have the value occurring multiple times based on a parent field. In my example below the value "softwarename1.1" will show up in the searchbuilder each time I have entered it for that field. What I was suggesting is that one way to handle this would be to make the searchbuilder page only add a string value if that string value doesn't exist in the values already. That seems like the simplest was to avoid the same value from showing up several times in the searchbuilder. Right now what happens is, you end up with 4 "Password Reset" Values in the example below. This also would create 4 "Password Reset" in the searchbuilder dropdown, which works because the search is based on the String value and not the ID of the record. * Active Directory * Password Reset * TimeSheet * Password Reset * TestDomain * Password Reset * Whatever * Password Reset Just a suggestion... but an excellent way to handle it may be to add functionality to the "Categories are based on" drop down so that you select the parent field first, and then select each value that the current value is visible for. This would let you have a more flexible relationship for building the hierarchy. Then you could select Field1 as the Parent for Field2, but also specify that Field2.Value1 would be an option when you select Field1.Value1, Field1.Value3, Field1.Value4, Field1.Value7 - etc. On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone > wrote: On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: > Hi, > In request tracker, how would you recommend setting up your dependent drop down lists that > have a consistent drop down value for multiple parent values? Below, under the 1st level > Administration value, I show an example of what I am asking about. If you use the 'Categories are based on' feature in later 3.8 and 4.0 you'll get much better search options than typing in the Category box. > * Hardware > > * item1.1 > * item1.2 > * item1.3 > > * Software > > * item2.1 > * item2.2 > * item2.3 > > * Administration > > * password reset > > * softwarename1.1 > * softwarename1.2 > * softwarename1.3 > > * profile update > > * softwarename1.1 > * softwarename1.2 > * softwarename1.3 > > I was able to set up the outline above by using the built in "categories are based on" option > for drop down lists and entering the value one time for each parent value. The only thing that > I see as a possible issue with doing this is that the search builder then shows the drop down > text value multiple times. Maybe just a bug or improvement that could be made in the > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I handle this a different > way? > Either way I would appreciate your insight. > Thanks, > Jim > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.lesinski at gmail.com Mon Nov 14 20:19:40 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 14 Nov 2011 20:19:40 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: References: Message-ID: Right, but I think then I'd have to build an array of names and then iterate through that second array to output the option values. I am not sure which would be more efficient but there is probably a better way to do it. Either way the result of the code would be ideally added to the base code, but not necessarily my personal code :) Thanks, Jim Lesinski On Nov 14, 2011, at 7:10 PM, Josh Narins wrote: > ? I don't know anything about your patch, but with Perl, it is more common to write something like... > > next if $seen{ $value->Name }++; > > > > From: Jim Lesinski [mailto:jim.lesinski at gmail.com] > Sent: Monday, November 14, 2011 07:06 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories > > I had some time after work to code up a possible solution for the searchbuilder. I am new to perl so feel free to correct me. > > Below is a snippet of code from /html/Elements/SelectCustomFieldValue, starting at line 48. I have added my name after the lines I added to make the search builder drop down show only unique string values. It would be super cool if this made it into the base code. > > % $m->callback( Name => $Name, CustomField => $CustomField ); > % if ($CustomField->Type =~ /Select/i) { > % my $values = $CustomField->Values; > > % my %seen = (); # Jim Lesinski > > > % } > % else { > > % } > > > On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski wrote: > I wouldn't think that the searchbuilder would show the same string value though if you have the value occurring multiple times based on a parent field. In my example below the value "softwarename1.1" will show up in the searchbuilder each time I have entered it for that field. > > What I was suggesting is that one way to handle this would be to make the searchbuilder page only add a string value if that string value doesn't exist in the values already. That seems like the simplest was to avoid the same value from showing up several times in the searchbuilder. > > Right now what happens is, you end up with 4 "Password Reset" Values in the example below. This also would create 4 "Password Reset" in the searchbuilder dropdown, which works because the search is based on the String value and not the ID of the record. > > * Active Directory > * Password Reset > * TimeSheet > * Password Reset > * TestDomain > * Password Reset > * Whatever > * Password Reset > > > Just a suggestion... but an excellent way to handle it may be to add functionality to the "Categories are based on" drop down so that you select the parent field first, and then select each value that the current value is visible for. This would let you have a more flexible relationship for building the hierarchy. > > Then you could select Field1 as the Parent for Field2, but also specify that Field2.Value1 would be an option when you select Field1.Value1, Field1.Value3, Field1.Value4, Field1.Value7 - etc. > > > > > > On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone wrote: > On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: > > Hi, > > In request tracker, how would you recommend setting up your dependent drop down lists that > > have a consistent drop down value for multiple parent values? Below, under the 1st level > > Administration value, I show an example of what I am asking about. > > If you use the 'Categories are based on' feature in later 3.8 and 4.0 > you'll get much better search options than typing in the Category box. > > > * Hardware > > > > * item1.1 > > * item1.2 > > * item1.3 > > > > * Software > > > > * item2.1 > > * item2.2 > > * item2.3 > > > > * Administration > > > > * password reset > > > > * softwarename1.1 > > * softwarename1.2 > > * softwarename1.3 > > > > * profile update > > > > * softwarename1.1 > > * softwarename1.2 > > * softwarename1.3 > > > > I was able to set up the outline above by using the built in "categories are based on" option > > for drop down lists and entering the value one time for each parent value. The only thing that > > I see as a possible issue with doing this is that the search builder then shows the drop down > > text value multiple times. Maybe just a bug or improvement that could be made in the > > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I handle this a different > > way? > > Either way I would appreciate your insight. > > Thanks, > > Jim > > > > > Josh Narins > Director of Application Development > SeniorBridge > > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > > > > > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Mon Nov 14 20:28:29 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 14 Nov 2011 20:28:29 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: Message-ID: The array of names is get-at-able with "keys %seen" From: Jim Lesinski [mailto:jim.lesinski at gmail.com] Sent: Monday, November 14, 2011 08:19 PM To: Josh Narins Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories Right, but I think then I'd have to build an array of names and then iterate through that second array to output the option values. I am not sure which would be more efficient but there is probably a better way to do it. Either way the result of the code would be ideally added to the base code, but not necessarily my personal code :) Thanks, Jim Lesinski On Nov 14, 2011, at 7:10 PM, Josh Narins > wrote: ? I don't know anything about your patch, but with Perl, it is more common to write something like... next if $seen{ $value->Name }++; From: Jim Lesinski [mailto:jim.lesinski at gmail.com] Sent: Monday, November 14, 2011 07:06 PM To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories I had some time after work to code up a possible solution for the searchbuilder. I am new to perl so feel free to correct me. Below is a snippet of code from /html/Elements/SelectCustomFieldValue, starting at line 48. I have added my name after the lines I added to make the search builder drop down show only unique string values. It would be super cool if this made it into the base code. % $m->callback( Name => $Name, CustomField => $CustomField ); % if ($CustomField->Type =~ /Select/i) { % my $values = $CustomField->Values; % my %seen = (); # Jim Lesinski % } % else { % } On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski > wrote: I wouldn't think that the searchbuilder would show the same string value though if you have the value occurring multiple times based on a parent field. In my example below the value "softwarename1.1" will show up in the searchbuilder each time I have entered it for that field. What I was suggesting is that one way to handle this would be to make the searchbuilder page only add a string value if that string value doesn't exist in the values already. That seems like the simplest was to avoid the same value from showing up several times in the searchbuilder. Right now what happens is, you end up with 4 "Password Reset" Values in the example below. This also would create 4 "Password Reset" in the searchbuilder dropdown, which works because the search is based on the String value and not the ID of the record. * Active Directory * Password Reset * TimeSheet * Password Reset * TestDomain * Password Reset * Whatever * Password Reset Just a suggestion... but an excellent way to handle it may be to add functionality to the "Categories are based on" drop down so that you select the parent field first, and then select each value that the current value is visible for. This would let you have a more flexible relationship for building the hierarchy. Then you could select Field1 as the Parent for Field2, but also specify that Field2.Value1 would be an option when you select Field1.Value1, Field1.Value3, Field1.Value4, Field1.Value7 - etc. On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone > wrote: On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: > Hi, > In request tracker, how would you recommend setting up your dependent drop down lists that > have a consistent drop down value for multiple parent values? Below, under the 1st level > Administration value, I show an example of what I am asking about. If you use the 'Categories are based on' feature in later 3.8 and 4.0 you'll get much better search options than typing in the Category box. > * Hardware > > * item1.1 > * item1.2 > * item1.3 > > * Software > > * item2.1 > * item2.2 > * item2.3 > > * Administration > > * password reset > > * softwarename1.1 > * softwarename1.2 > * softwarename1.3 > > * profile update > > * softwarename1.1 > * softwarename1.2 > * softwarename1.3 > > I was able to set up the outline above by using the built in "categories are based on" option > for drop down lists and entering the value one time for each parent value. The only thing that > I see as a possible issue with doing this is that the search builder then shows the drop down > text value multiple times. Maybe just a bug or improvement that could be made in the > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I handle this a different > way? > Either way I would appreciate your insight. > Thanks, > Jim > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From joosepm at gmail.com Tue Nov 15 02:47:24 2011 From: joosepm at gmail.com (Joosep) Date: Tue, 15 Nov 2011 09:47:24 +0200 Subject: [rt-users] ExternalAuth error messages in 4.0.4 Message-ID: Hi list! Environment is following: debian 6.0 x86_64 RT 4.0.4 Postgres 8.4 OpenLDAP 2.4.11.1 ExternalAuth 0.09 I'm trying to install a ExternalAuth module in the test environment to prepare for the live system upgrade. Test environment is a snapshot of the live system that i have upgraded from 3.8.10 to 4.0.4(no problems there). Module installs and authentication works. Users are able to login, but there are following errors in the log: Nov 15 09:05:04 rttest RT: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): user.name(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) Nov 15 09:05:04 rttest RT: Couldn't enable user 37 (/opt/rt4/sbin/../lib/RT/User.pm:1066) Nov 15 09:05:04 rttest RT: Use of uninitialized value $val in concatenation (.) or string at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 274. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) Nov 15 09:05:04 rttest RT: Use of uninitialized value $message in concatenation (.) or string at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 274. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) Nov 15 09:05:04 rttest RT: User marked as ENABLED ( user.name ) per External Service (, ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) Nov 15 09:05:04 rttest RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) Nov 15 09:05:04 rttest RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) Nov 15 09:05:04 rttest RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) Nov 15 09:05:04 rttest RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) Nov 15 09:05:04 rttest RT: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) Nov 15 09:05:04 rttest RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning EmailAddress: user.name at domain.com, ExternalAuthId: user.name, Gecos: User Name, Name: user.name, RealName: User (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Nov 15 09:05:04 rttest RT: Successful login for user.name from 192.168.178.13 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) We have same ExternalAuth version running in live environment with RT 3.8.10 and there we see only this: Nov 15 09:27:16 rt RT: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): user.name(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) Nov 15 09:27:17 rt RT: Couldn't enable user 37 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1226) Nov 15 09:27:17 rt RT: User marked as ENABLED ( user.name ) per External Service (, ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) Nov 15 09:27:17 rt RT: Successful login for user.name from 192.168.178.13 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) The messages seem harmless, but i would rather have no error messages in the log. I have two theorys why i see these messages: * there are some perl modules missing in the 4.0.4(which?) * Our username form (firstname.lastname) is causing these errors I would be grateful if anyone could shed some light on this matter. Thanks, Joosep M -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Tue Nov 15 03:55:14 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Tue, 15 Nov 2011 09:55:14 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: <4EC12D18.8090604@tpa.me.uk> References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> Message-ID: Hi, any idea where I should look, file name ? function ? Best Adrian 2011/11/14 Zordrak : > Adrian Stel wrote: >> Hi, >> >> >> thanks :) >> >> phpass has many method I use hash_base64, RTSiteConfig.pm: >> >> 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', >> 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'hash_base64', >> >> >> and when i put user/pass I get: >> >> RT Site: >> http://150.254.148.60/NoAuth/Login.html >> >> Can't use string ("*****") as a HASH ref while "strict refs" in use at >> /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm line 278. >> >> But when I reload page I will be login to RT. >> >> Any idea why we get this error. > > > My guess would be that PHPass.pm expects the password to be sent to it > as a hashref instead of a string. IF this is the case then you will need > to modify the code in ExternalAuth so that when the subroutine is > called, the string is first converted into a hashref and then sent as a > parameter. > -- > Zordrak > zordrak at tpa.me.uk > From adisan82 at gmail.com Tue Nov 15 04:49:55 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Tue, 15 Nov 2011 10:49:55 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> Message-ID: Hi, Can't use string ("user password") as a HASH ref while "strict refs" in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm line 278. Problem is with type of user password. Still need to know where I should search. Best Adrian 2011/11/15 Adrian Stel : > Hi, > > any idea where I should look, file name ? function ? > > > > > Best > Adrian > > 2011/11/14 Zordrak : >> Adrian Stel wrote: >>> Hi, >>> >>> >>> thanks :) >>> >>> phpass has many method I use hash_base64, RTSiteConfig.pm: >>> >>> 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', >>> 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'hash_base64', >>> >>> >>> and when i put user/pass I get: >>> >>> RT Site: >>> http://150.254.148.60/NoAuth/Login.html >>> >>> Can't use string ("*****") as a HASH ref while "strict refs" in use at >>> /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm line 278. >>> >>> But when I reload page I will be login to RT. >>> >>> Any idea why we get this error. >> >> >> My guess would be that PHPass.pm expects the password to be sent to it >> as a hashref instead of a string. IF this is the case then you will need >> to modify the code in ExternalAuth so that when the subroutine is >> called, the string is first converted into a hashref and then sent as a >> parameter. >> -- >> Zordrak >> zordrak at tpa.me.uk >> > -- Pozdrawiam Adrian Stelmaszyk From gsollazz at sgul.ac.uk Tue Nov 15 05:13:05 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 15 Nov 2011 10:13:05 +0000 Subject: [rt-users] Sorting custom fields In-Reply-To: References: <4EBBE46B.7050706@sgul.ac.uk> <4EC15083.2020909@sgul.ac.uk> Message-ID: <4EC23B31.9010600@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Kennet, yep, that makes sense. My question, very badly worded, is whether it's possible to re-sort the fields once you've already added them to a queue. But never mind, I'll do it with swapping. Best, Giuseppe On 14/11/11 17:50, Kenneth Crocker wrote: > Giuseppe, > > As far as I know, you can only modify the sequence under "Ticket > Custom Fields" when Configuring a Queue. So that all tickets in > the same Queue see the Cf's in the same sequence. That's about the > extent of my knowledge. > > Kenn LBNL > > On Mon, Nov 14, 2011 at 9:31 AM, Giuseppe Sollazzo > > wrote: > > > On 14/11/11 17:24, Kenneth Crocker wrote: >> Giuseppe, > > > >> Are you talking about hoe the VALUES appear or the way the > Fields > >> themselves appear on a ticket page? > > > > Hi Kenneth, the order of the fields themselves. I know you can give > a sort order for the values within the interface, so I was > expecting something similar to be available for Fields order. The > only way to do it seems to be swapping them around. Any other > possibility? > > Thanks, Giuseppe > > > >> Kenn LBNL > > > >> On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo > >> > > wrote: > > > > > >> Hi there, maybe this is stupid but is there a quick way of > >> re-sorting custom fields? > > > >> Thanks, Giuseppe > > > > > -------- > > RT Training Sessions > (http://bestpractical.com/services/training.html) * Barcelona, > Spain November 28 & 29, 2011 > > > > >> -------- RT Training Sessions > >> (http://bestpractical.com/services/training.html) * > Barcelona, > >> Spain ? November 28 & 29, 2011 > > > > -------- RT Training Sessions > (http://bestpractical.com/services/training.html) * Barcelona, > Spain ? November 28 & 29, 2011 - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwjswAAoJEAqigArPBfJXL7cIAJYrNW8U18XBQC73d2v+2bdZ 4unD1NftReWNZ1QFzDfulwPbJsA3w1BQAwiQHMgGasZKCa/1ueYG29e3dthQHWRd cGZx/yw4qRj0x+fWUpp8wndoeiHoG9M2ylMHeo+B6jypmnJ5EUsm9Yr2bHnSJcdm UpmhaCUvugQn2CeVi8HtHBDSCYUFa68+owavnXvuxfbuDQyc3yJrScvxBN3a7Wer Q/w5YDEEIaT0flmVFNwdNRkBQ/sMyhgEIB015j0w4CxNKUpfmy9Ghu9A2f969MEc HYGRQIllVpQD3c1y82pJmfZ2bZr3+EdMpPec8Cwg19hlfxWOpFURNfLFxSmTspg= =r/xn -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Tue Nov 15 05:13:35 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 15 Nov 2011 10:13:35 +0000 Subject: [rt-users] Sorting custom fields In-Reply-To: References: <4EBBE46B.7050706@sgul.ac.uk> <4EC15083.2020909@sgul.ac.uk> Message-ID: <4EC23B4F.3030401@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Thanks Ruslan, I'll see if this doesn't overcomplicate things. Giuseppe On 14/11/11 18:09, Ruslan Zakirov wrote: > ustomFields ocf ON ocf.CustomField = cf.id LEFT JOIN Queues q ON > ocf.ObjectId = q.id WHERE cf.LookupType = 'RT::Queue-RT::Ticket' > AND (q.Name IS NULL OR q.Name = 'Blocks') ORDER BY cf.LookupType > ASC, ocf.SortOrder ASC; - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwjtPAAoJEAqigArPBfJXgSQH/iJfiBVMxUvofXN6aJsO2GJi qgJ9yE57ylSYaOulctEDkYbXzR0t1RudFZnDhCdDM9aVvl0qIB6BDp4v5kSaueNd 4p1vR//oYQKkR6K/wxXYoeqbsTouy2lU414O9fZ2PWrm9D0aNpfrErLJ5ysRtp0+ W5J3L/nAPWMghB+xWSm5EH43ldPbJJeH/grdLFhcgelBo5uwTeK9relxlrLcnj9e /z9Nl7K7uGiw2bGkz4+ELk84V3Wr+e/TGziPBsfzn/3jSyvK1IETtCzg4s4PfEe4 SErGXIxCF+VQ6BfdZYslwKkDMA5XJ1MeVm0tLFZyV/y8F33uRR43C5ZhB7lt+YA= =3vhB -----END PGP SIGNATURE----- From misilot at fit.edu Tue Nov 15 09:28:52 2011 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 15 Nov 2011 09:28:52 -0500 Subject: [rt-users] RT4 and CAS Message-ID: Hello, I was wondering if anyone has any experience with using RT with CAS Authentication or if it is even possible? Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 15 09:38:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Nov 2011 09:38:14 -0500 Subject: [rt-users] RT4 and CAS In-Reply-To: References: Message-ID: <20111115143814.GE1021@jibsheet.com> On Tue, Nov 15, 2011 at 09:28:52AM -0500, Thomas Misilo wrote: > I was wondering if anyone has any experience with using RT with CAS Authentication or if it is > even possible? Many people have configured mod_auth_cas and used the core WebExternalAuth settings that you read about in RT_Config.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misilot at fit.edu Tue Nov 15 10:24:50 2011 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 15 Nov 2011 10:24:50 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute Message-ID: Is there any special trick other than having: # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'cn', 'EmailAddress' => 'mail', 'RealName' => 'displayName', 'ExternalAuthId' => 'cn', 'Gecos' => 'cn' } In your config to get the email? As it pulls Gecos correctly, but nothing else, Including ExternalAuthId. Thanks for any ideas. Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomh at uwm.edu Tue Nov 15 10:24:37 2011 From: tomh at uwm.edu (Tom Hansen) Date: Tue, 15 Nov 2011 09:24:37 -0600 Subject: [rt-users] turning off automated e-mails In-Reply-To: References: Message-ID: <4EC28435.5060709@uwm.edu> I am new to RT but I have done extensive searching on this and have not found what I am looking for. So, apologies if this is an FAQ that I have somehow missed. Basically, I want to set up RT4 so that it will only send e-mails upon explicit request. No e-mails on ticket creation, no e-mails on status change, no e-mails on adding comments/replies. I would just like, on every reply/comment, to have an "e-mail this" option so that an admin can very simply choose at the time of entering a reply or comment, to actually send as an e-mail. The DEFAULT would always be to NOT send any e-mails to anyone, and even if you choose to update a requestor on a particular reply or comment, I don't want that action to "turn on the faucet" for that user- I want the default to always be NO E-MAIL. Why is this? Because I know that my user base would be irritated by such e-mails. I know I am when I get automated replies like "Your ticket #7546564 has been received. Our next available tech will respond." It's like calling an 800 number and getting the infamous "your call is very important to us. Please hold and your call will be answered in the order it was received." I ultimately would like the user to receive usually just one e-mail when the ticket is closed, consisting of a personal message from one of us that also gets recorded in RT. That's it. And even that should be optional. Even if the problem had to be bounced between two techs, escalated, placed on hold for a day pending response from the vendor, before finally being resolved by a third tech, and the manager. I just don't want the user going on that roller-coaster ride with us unless they want to, and then we would only want to manually send out those pieces of information that we explicitly choose to share, at the time that we want to share it. I don't want RT sending out ANY e-mails automatically, EVER. But I still want the capability to manually choose to send any reply/comment from RT to a user if need be. But only on explicit manual request from the admin entering the information into RT. This sounds like such a simple, obvious scenario, yet I find support for it nowhere. Must I spend a week learning the internals of RT and write my own extension, to just set it so that it will only send e-mails manually? For now I have implemented a quick fix to allow me to use RT: I inserted an "exit" statement into the top of the Perl code routine that sends e-mails -- it was the top recommendation on the wiki -- and then I went in and, via a custom callback I got from the Wiki, suppressed the listing of those numerous "e-mail sent" entries that pollute the ticket history. But this solution means that I'm forever copying and pasting to and from e-mails to users. Which is fine, it's doable. But why does it need to be so hard to just turn off automatic e-mailing from RT? -- Tom Hansen Senior Information Processing Consultant UWM School of Freshwater Sciences Great Lakes WATER Institute tomh at uwm.edu www.freshwater.uwm.edu From gsollazz at sgul.ac.uk Tue Nov 15 10:45:55 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 15 Nov 2011 15:45:55 +0000 Subject: [rt-users] turning off automated e-mails In-Reply-To: <4EC28435.5060709@uwm.edu> References: <4EC28435.5060709@uwm.edu> Message-ID: <4EC28933.8090407@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Tom, there's a much simpler way of dealing with it: I guess you want to have a look at Scrips and Templates. You can disable some of them. For example, Autoreply is the one triggered when a ticket is created, Correspond is the one triggered for any other reply except for a ticket resolution, Resolved is the resolution. Possibly, you want to leave just Autoreply and Resolved as active. Giuseppe On 15/11/11 15:24, Tom Hansen wrote: > > I am new to RT but I have done extensive searching on this and > have not found what I am looking for. So, apologies if this is an > FAQ that I have somehow missed. > > Basically, I want to set up RT4 so that it will only send e-mails > upon explicit request. No e-mails on ticket creation, no e-mails > on status change, no e-mails on adding comments/replies. > > I would just like, on every reply/comment, to have an "e-mail > this" option so that an admin can very simply choose at the time > of entering a reply or comment, to actually send as an e-mail. > The DEFAULT would always be to NOT send any e-mails to anyone, and > even if you choose to update a requestor on a particular reply or > comment, I don't want that action to "turn on the faucet" for that > user- I want the default to always be NO E-MAIL. > > Why is this? Because I know that my user base would be irritated > by such e-mails. I know I am when I get automated replies like > "Your ticket #7546564 has been received. Our next available tech > will respond." It's like calling an 800 number and getting the > infamous "your call is very important to us. Please hold and your > call will be answered in the order it was received." > > I ultimately would like the user to receive usually just one > e-mail when the ticket is closed, consisting of a personal message > from one of us that also gets recorded in RT. That's it. And even > that should be optional. Even if the problem had to be bounced > between two techs, escalated, placed on hold for a day pending > response from the vendor, before finally being resolved by a third > tech, and the manager. I just don't want the user going on that > roller-coaster ride with us unless they want to, and then we would > only want to manually send out those pieces of information that we > explicitly choose to share, at the time that we want to share it. > > I don't want RT sending out ANY e-mails automatically, EVER. > > But I still want the capability to manually choose to send any > reply/comment from RT to a user if need be. But only on explicit > manual request from the admin entering the information into RT. > > This sounds like such a simple, obvious scenario, yet I find > support for it nowhere. Must I spend a week learning the internals > of RT and write my own extension, to just set it so that it will > only send e-mails manually? > > > For now I have implemented a quick fix to allow me to use RT: I > inserted an "exit" statement into the top of the Perl code routine > that sends e-mails -- it was the top recommendation on the wiki -- > and then I went in and, via a custom callback I got from the Wiki, > suppressed the listing of those numerous "e-mail sent" entries > that pollute the ticket history. But this solution means that I'm > forever copying and pasting to and from e-mails to users. Which > is fine, it's doable. But why does it need to be so hard to just > turn off automatic e-mailing from RT? > - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwokzAAoJEAqigArPBfJXjWQH/27Vv8LtD96768Xd4zslR+i4 yqZV/zPSykPq2UOPKYQr6DkgrRPt4lqEfP+aeJ7djAJI8Q98tpSlB0srN6Y5CibI LpbwsXmvxCTD/qsG57w5A3Yt5mIQnNMJNboS9K3j06T6vbB+Zr1oWQo3Xs1I/xSq WmBf6Q3h95bLD7IWMpGPjA3nWgv9RjZzNROYznKppl/nVUscmAqkqy3ZrPWtxBZK 9XDaQ9jxCumaAB55GCf4LG+wmqLnR7jLD15WNM9aIVOYZcp/UQdWV86DE8LcFLFx 2zDYkfTAki/UihtEW26sz056tZ1SG4CAsnlUxHciDks/TyA0MaDVXQYqRArCYJA= =tHem -----END PGP SIGNATURE----- From falcone at bestpractical.com Tue Nov 15 11:36:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Nov 2011 11:36:25 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: References: Message-ID: <20111115163625.GF1021@jibsheet.com> On Tue, Nov 15, 2011 at 10:24:50AM -0500, Thomas Misilo wrote: > Is there any special trick other than having: > > # The mapping of RT attributes on to LDAP attributes > > 'attr_map' => { 'Name' => 'cn', > > 'EmailAddress' => 'mail', > > 'RealName' => 'displayName', > > 'ExternalAuthId' => 'cn', > > 'Gecos' => 'cn' > > } > > > > In your config to get the email? As it pulls Gecos correctly, but nothing else, Including > ExternalAuthId. As long as those are the right attributes, and you have rights to read the ldap recpard, it should be fine. The debug logs list what data is pulled from LDAP so you can confirm. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misilot at fit.edu Tue Nov 15 11:51:14 2011 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 15 Nov 2011 11:51:14 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: <20111115163625.GF1021@jibsheet.com> References: <20111115163625.GF1021@jibsheet.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, November 15, 2011 11:36 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute On Tue, Nov 15, 2011 at 10:24:50AM -0500, Thomas Misilo wrote: > Is there any special trick other than having: > > # The mapping of RT attributes on to LDAP attributes > > 'attr_map' => { 'Name' => 'cn', > > > 'EmailAddress' => 'mail', > > > 'RealName' => 'displayName', > > 'ExternalAuthId' => 'cn', > > 'Gecos' => 'cn' > > } > > > > In your config to get the email? As it pulls Gecos correctly, but nothing else, Including > ExternalAuthId. As long as those are the right attributes, and you have rights to read the ldap recpard, it should be fine. The debug logs list what data is pulled from LDAP so you can confirm. I turned on debug via: Set($LogToSyslog, "debug"); Set($LogToScreen, "debug"); Set($LogToFile, 1); And I am getting more data in the apache log, but I do not see anything that lists the specific attributes it is getting. I can browse and read the attributes using ldp in windows. Thanks for any help, Tom From misilot at fit.edu Tue Nov 15 11:55:41 2011 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 15 Nov 2011 11:55:41 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: References: <20111115163625.GF1021@jibsheet.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Misilo Sent: Tuesday, November 15, 2011 11:51 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, November 15, 2011 11:36 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute On Tue, Nov 15, 2011 at 10:24:50AM -0500, Thomas Misilo wrote: > Is there any special trick other than having: > > # The mapping of RT attributes on to LDAP attributes > > 'attr_map' => { 'Name' => 'cn', > > > 'EmailAddress' => 'mail', > > > 'RealName' => 'displayName', > > 'ExternalAuthId' => 'cn', > > 'Gecos' => 'cn' > > } > > > > In your config to get the email? As it pulls Gecos correctly, but nothing else, Including > ExternalAuthId. As long as those are the right attributes, and you have rights to read the ldap recpard, it should be fine. The debug logs list what data is pulled from LDAP so you can confirm. I turned on debug via: Set($LogToSyslog, "debug"); Set($LogToScreen, "debug"); Set($LogToFile, 1); And I am getting more data in the apache log, but I do not see anything that lists the specific attributes it is getting. I can browse and read the attributes using ldp in windows. Thanks for any help, Tom Okay I think I see what my problem is. In the log is see "== Attrs: displayName,mail,cn,cn,cn" and when I try and select the attributes like that from the AD it doesn't find them. They are separated by ; I believe with windows AD. From CLasater at taleo.com Tue Nov 15 11:58:09 2011 From: CLasater at taleo.com (Christopher Lasater) Date: Tue, 15 Nov 2011 11:58:09 -0500 Subject: [rt-users] Images in emails In-Reply-To: References: Message-ID: <23037DC22CE8C3428E7636883099F1AAAB8C63CED6@JXVXMP01.wwcorp.net> Is there a simple way to filter out known images? Everyone in my company has the same signature with 5 or 6 images in it. It would be nice if I can tell RT to not attach images with those specific names. From mjames at guesswho.com Tue Nov 15 12:00:58 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Tue, 15 Nov 2011 12:00:58 -0500 Subject: [rt-users] LDAP authentication problem In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC4F2AB5F@EXCLUS.nationala-1advertising.com> References: <2AA600764E54964491083B1E0EC81A30BBC4F2AB5F@EXCLUS.nationala-1advertising.com> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC4F2AEBE@EXCLUS.nationala-1advertising.com> I turned on logging on the Domain Controller and tried to auto-create a user by email. There weren't any indications on the DC of an LDAP inquiry, so I'm wondering if I'm missing a perl module. Whereas command-line ldapsearch completes successfully and I see logging on the DC. I don't see anything indicative in /var/log/messages other than the errors I included below. Thanks for any suggestions. Mike From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of mjames at guesswho.com Sent: Monday, November 14, 2011 4:28 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP authentication problem Hi, I know there are tons of questions on the list about getting LDAP authentication to work. And I have done it before at other employers, so I'm even more frustrated... Here's what I've got: RT 4.0.2 on CentOS 5.7 RT-Authen-ExternalAuth-0.09.tar.gz Active Directory on Server 2008 R2 I set up the /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm file with the LDAP parameters that I thought would work. Also, I can do a successful ldapsearch from the command line against the AD server with the same credentials. Here's an ldapsearch run from the CLI on my RT server. This returns a successful result from the domain controller. [root at host ~]# ldapsearch -h dc-01.mydomain.com -x -b "dc=mydomain,dc=com" -D "cn=mike james,cn=users,dc=mydomain,dc=com" -w 'mypasswd' "mail=anyuser at mydomain.com" Here's the LDAP portion of my config file. I got the d_filter from a google search. It was mentioned in a couple of places as being the correct string for disabled users. # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'dc-01.mydomain.com', 'user' => 'cn=mike james,cn=users,dc=mydomain,dc=com', 'pass' => 'mypasswd', 'base' => 'dc=mydomain,dc=com', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2))', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn' } All requests for new tickets are being rejected, and it's making me crazy. Any ideas? Nov 14 15:07:46 x-tracker-01 RT: Use of uninitialized value in join or string at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm line 23. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) Nov 14 15:07:46 x-tracker-01 RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: mjames at mydomain.com, Name: mjames at mydomain.com, Password: , Privileged: 0, RealName: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Nov 14 15:07:46 x-tracker-01 RT: User creation failed in mailgateway: Could not set user info (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: Couldn't load user 'mjames at mydomain.com'.giving up (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1016) Nov 14 15:07:46 x-tracker-01 RT: User 'mjames at mydomain.com' could not be loaded in the mail gateway (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (mjames at mydomain.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) Nov 14 15:07:46 x-tracker-01 RT: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 15 12:04:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Nov 2011 12:04:32 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: References: <20111115163625.GF1021@jibsheet.com> Message-ID: <20111115170432.GG1021@jibsheet.com> On Tue, Nov 15, 2011 at 11:55:41AM -0500, Thomas Misilo wrote: > > Okay I think I see what my problem is. > > In the log is see "== Attrs: displayName,mail,cn,cn,cn" and when I try and select the attributes like that from the AD it doesn't find them. They are separated by ; I believe with windows AD. That's a debugging convention, not the literal command sent. The filter is right above it in the logs. The usual next step is to run ldapsearch manually with the filter and see what you get back -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 15 12:05:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Nov 2011 12:05:01 -0500 Subject: [rt-users] Images in emails In-Reply-To: <23037DC22CE8C3428E7636883099F1AAAB8C63CED6@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAAB8C63CED6@JXVXMP01.wwcorp.net> Message-ID: <20111115170501.GH1021@jibsheet.com> On Tue, Nov 15, 2011 at 11:58:09AM -0500, Christopher Lasater wrote: > Is there a simple way to filter out known images? Everyone in my company has the same signature with 5 or 6 images in it. It would be nice if I can tell RT to not attach images with those specific names. You really want to put something before RT, like mimedefang or some similar piece of software. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misilot at fit.edu Tue Nov 15 12:21:52 2011 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 15 Nov 2011 12:21:52 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: <20111115170432.GG1021@jibsheet.com> References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, November 15, 2011 12:05 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute On Tue, Nov 15, 2011 at 11:55:41AM -0500, Thomas Misilo wrote: > > Okay I think I see what my problem is. > > In the log is see "== Attrs: displayName,mail,cn,cn,cn" and when I try and select the attributes like that from the AD it doesn't find them. They are separated by ; I believe with windows AD. That's a debugging convention, not the literal command sent. The filter is right above it in the logs. The usual next step is to run ldapsearch manually with the filter and see what you get back -kevin Okay I ran; ldapsearch -h server-x -b "dc=server,dc=tld" -D "CN=user,OU=Group User Accounts,OU=Groups ,DC=server,DC=tld" -W "(&(cn=userIwant))" displayName mail cn and it displays correctly the following: cn: userIwant displayName: Name mail: userIwant at server.tld I have tried changing line 304 in LDAP.pm to join with spaces, but that doesn't work. Tom From falcone at bestpractical.com Tue Nov 15 12:34:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Nov 2011 12:34:26 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> Message-ID: <20111115173426.GI1021@jibsheet.com> On Tue, Nov 15, 2011 at 12:21:52PM -0500, Thomas Misilo wrote: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Tuesday, November 15, 2011 12:05 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute > > On Tue, Nov 15, 2011 at 11:55:41AM -0500, Thomas Misilo wrote: > > > > Okay I think I see what my problem is. > > > > In the log is see "== Attrs: displayName,mail,cn,cn,cn" and when I try and select the attributes like that from the AD it doesn't find them. They are separated by ; I believe with windows AD. > > That's a debugging convention, not the literal command sent. > The filter is right above it in the logs. > > The usual next step is to run ldapsearch manually with the filter and see what you get back > > -kevin > > Okay I ran; > > ldapsearch -h server-x -b "dc=server,dc=tld" -D "CN=user,OU=Group User Accounts,OU=Groups ,DC=server,DC=tld" -W "(&(cn=userIwant))" displayName mail cn > > and it displays correctly the following: > > cn: userIwant > displayName: Name > mail: userIwant at server.tld > > > I have tried changing line 304 in LDAP.pm to join with spaces, but that doesn't work. Line 304 is a debug line. It has absolutely no bearing on the operation of the search and return. The actual search is run a few lines later. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 15 12:43:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Nov 2011 12:43:54 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: <20111115173426.GI1021@jibsheet.com> References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> <20111115173426.GI1021@jibsheet.com> Message-ID: <20111115174354.GJ1021@jibsheet.com> On Tue, Nov 15, 2011 at 12:34:26PM -0500, Kevin Falcone wrote: > On Tue, Nov 15, 2011 at 12:21:52PM -0500, Thomas Misilo wrote: > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > > Sent: Tuesday, November 15, 2011 12:05 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute > > > > On Tue, Nov 15, 2011 at 11:55:41AM -0500, Thomas Misilo wrote: > > > > > > Okay I think I see what my problem is. > > > > > > In the log is see "== Attrs: displayName,mail,cn,cn,cn" and when I try and select the attributes like that from the AD it doesn't find them. They are separated by ; I believe with windows AD. > > > > That's a debugging convention, not the literal command sent. > > The filter is right above it in the logs. > > > > The usual next step is to run ldapsearch manually with the filter and see what you get back > > > > -kevin > > > > Okay I ran; > > > > ldapsearch -h server-x -b "dc=server,dc=tld" -D "CN=user,OU=Group User Accounts,OU=Groups ,DC=server,DC=tld" -W "(&(cn=userIwant))" displayName mail cn > > > > and it displays correctly the following: > > > > cn: userIwant > > displayName: Name > > mail: userIwant at server.tld > > > > > > I have tried changing line 304 in LDAP.pm to join with spaces, but that doesn't work. > > Line 304 is a debug line. > > It has absolutely no bearing on the operation of the search and > return. > > The actual search is run a few lines later. Also - to be clear, you're concentrating on the part of the code that checks to see if a user exists. You're not looking at the later queries that *actually* sync the data. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misilot at fit.edu Tue Nov 15 15:21:22 2011 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 15 Nov 2011 15:21:22 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: <20111115174354.GJ1021@jibsheet.com> References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> <20111115173426.GI1021@jibsheet.com> <20111115174354.GJ1021@jibsheet.com> Message-ID: >Also - to be clear, you're concentrating on the part of the code that checks to see if a user exists. You're not looking at the later queries that *actually* sync the data. >-kevin Okay, I have looked through and checked everything but I cannot any errors in rt.log I see this line: [Tue Nov 15 20:19:22 2011] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179) but it doesn't talk about any of my mappings. Thanks, Tom From yan at seiner.com Tue Nov 15 18:00:42 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 15 Nov 2011 15:00:42 -0800 (PST) Subject: [rt-users] Autocreate unprivileged users Message-ID: I have 4.0.2 set up to autocreate privileged users authenticated through LDAP. I'm pretty sure I had 3.8.10 set up to autocreate unprivileged users who did not authenticate through LDAP. I can't figure out how to do this in 4.0.2. In other words, the functionality I need is: A user tries to log on, RT authenticates him through LDAP, and the user is created as privileged. This works. An unknown user sends email in to the system, either in reply to an existing ticket or to one of the queues we have set up for external interaction. The system should accept the email and autocreate the user as unprivileged. This gets rejected with "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email [email follows]" How do I do this? I can't find a setting for this. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From chrisdrobison at gmail.com Tue Nov 15 19:18:15 2011 From: chrisdrobison at gmail.com (Chris Robison) Date: Tue, 15 Nov 2011 17:18:15 -0700 Subject: [rt-users] Auto create externally authenticated users and put them into specific groups Message-ID: Is there a way to put automatically created externally authenticated users and into specific groups as they are being created? Thanks, Chris Robison -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Wed Nov 16 03:17:41 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Wed, 16 Nov 2011 09:17:41 +0100 Subject: [rt-users] PHPass and Request Tracker In-Reply-To: <20111115104859.GC21363@lake.fysh.org> References: <20111115104859.GC21363@lake.fysh.org> Message-ID: Hi, here is part of Set from RT_SiteConfig.pm, only here I could make mistake: 108 Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 109 'My_MySQL' => { ## GENERIC SECTION 110 # The type of service (db/ldap/cookie) 111 'type' => 'db', 112 # The server hosting the service 113 'server' => '******', 114 ## SERVICE-SPECIFIC SECTION 115 # The database name 116 'database' => 'phpbb3', 117 # The database table 118 'table' => 'phpbbusers', 119 # The user to connect to the database as 120 'user' => 'phpbb3', 121 # The password to use to connect with 122 'pass' => '*****', 123 # The port to use to connect with (e.g. 3306) 124 'port' => '3306', 125 # The name of the Perl DBI driver to use (e.g. mysql) 126 'dbi_driver' => 'mysql', 127 # The field in the table that holds usernames 128 'u_field' => 'username', 129 # The field in the table that holds passwords 130 'p_field' => 'user_password', 131 # The Perl package & subroutine used to encrypt passwords 132 # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" 133 # function, then you will need Crypt::MySQL::password, but for the 134 # MySQL4+ password function you will need Crypt::MySQL::password41 135 # Alternatively, you could use Digest::MD5::md5_hex or any other 136 # encryption subroutine you can load in your perl installation 137 'p_enc_pkg' => 'Authen::Passphrase::PHPass', 138 'p_enc_sub' => 'cost', 139 #'p_enc_pkg' => 'Crypt::MySQL', 140 #'p_enc_sub' => 'password41', 141 # If your p_enc_sub takes a salt as a second parameter, 142 # uncomment this line to add your salt 143 #'p_salt' => 'SALT', 144 145 # 146 # The field and values in the table that determines if a user should 147 # be disabled. For example, if the field is 'user_status' and the values 148 # are ['0','1','2','disabled'] then the user will be disabled if their 149 # user_status is set to '0','1','2' or the string 'disabled'. 150 # Otherwise, they will be considered enabled. 151 'd_field' => 'disabled', 152 'd_values' => ['0'], 153 ## RT ATTRIBUTE MATCHING SECTION 154 # The list of RT attributes that uniquely identify a user 155 'attr_match_list' => [ 'Gecos', 156 'Name' 157 ], 158 # The mapping of RT attributes on to field names 159 'attr_map' => { 'Name' => 'username', 160 'EmailAddress' => 'user_email', 161 'ExternalAuthId' => 'username', 162 'Gecos' => 'user_id' 163 } 164 }, Best Adrian 2011/11/15 Zefram : > Adrian Stel wrote: >>Can't use string ("user password") as a HASH ref while "strict refs" >>in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm >>line 278. > > What exactly are you doing that triggers this error? ?Please show the code > you're running. ?You're almost certainly using A:P:PHPass incorrectly; > the error looks as though you applied an A:P:PHPass method to a string > instead of to an A:P:PHPass object. > > -zefram > -- Pozdrawiam Adrian Stelmaszyk From adisan82 at gmail.com Wed Nov 16 04:09:44 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Wed, 16 Nov 2011 10:09:44 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: <4EC24E30.4080904@tpa.me.uk> References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: Hi, DBI.pm this is the place with p_enc_sub: sub GetAuth { my ($service, $username, $password) = @_; my $config = $RT::ExternalSettings->{$service}; $RT::Logger->debug( "Trying external auth service:",$service); my $db_table = $config->{'table'}; my $db_u_field = $config->{'u_field'}; my $db_p_field = $config->{'p_field'}; my $db_p_enc_pkg = $config->{'p_enc_pkg'}; my $db_p_enc_sub = $config->{'p_enc_sub'}; my $db_p_salt = $config->{'p_salt'}; Place where the password is submitted to that method as a string parameter. In my opinion could be here: # Get the user's password from the database query result my $pass_from_db = $results_hashref->{$username}->{$db_p_field}; # This is the encryption package & subroutine passed in by the config file $RT::Logger->debug( "Encryption Package:", $db_p_enc_pkg); $RT::Logger->debug( "Encryption Subroutine:", $db_p_enc_sub); # Use config info to auto-load the perl package needed for password encryption # I know it uses a string eval - but I don't think there's a better way to do this # Jump to next external authentication service on failure eval "require $db_p_enc_pkg" or $RT::Logger->error("AUTH FAILED, Couldn't Load Password Encryption Package. Error: $@") && return 0; my $encrypt = $db_p_enc_pkg->can($db_p_enc_sub); if (defined($encrypt)) { # If the package given can perform the subroutine given, then use it to compare the # password given with the password pulled from the database. # Jump to the next external authentication service if they don't match if(defined($db_p_salt)) { $RT::Logger->debug("Using salt:",$db_p_salt); if(${encrypt}->($password,$db_p_salt) ne $pass_from_db){ $RT::Logger->info( $service, "AUTH FAILED", $username, "Password Incorrect"); return 0; } } else { if(${encrypt}->($password) ne $pass_from_db){ $RT::Logger->info( $service, "AUTH FAILED", $username, "Password Incorrect"); return 0; } } } else { # If the encryption package can't perform the request subroutine, # dump an error and jump to the next external authentication service. $RT::Logger->error($service, "AUTH FAILED", "The encryption package you gave me (", $db_p_enc_pkg, ") does not support the encryption method you specified (", $db_p_enc_sub, ")"); return 0; } But i'm not shure where exactly. And how I can convert string to hash. I'm not familiar with perl ;/ Best Adrian 2011/11/15 Zordrak : > Adrian Stel wrote: >> Hi, >> >> >> Can't use string ("user password") as a HASH ref while "strict refs" >> in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm >> line 278. >> >> Problem is with type of user password. >> >> Still need to know where I should search. > > Search for the text "p_enc_sub". There's only one place it should be > defined and it will be very close to where the password is submitted to > that method as a string parameter. > -- > Zordrak > zordrak at tpa.me.uk > > -- Pozdrawiam Adrian Stelmaszyk From Ronen_Amity at DELL.com Wed Nov 16 04:03:07 2011 From: Ronen_Amity at DELL.com (Ronen_Amity at DELL.com) Date: Wed, 16 Nov 2011 09:03:07 +0000 Subject: [rt-users] how to edit email for an existing user from command line. Message-ID: Hi all, I have installed RT on centos 5.6 and added 70 users. Their email address is blank, and I am trying to edit their users via rt command. I have tried to use: rt edit users/XXX set EmailAddress-XXX at yyy And rt edit users/XXX set mailAddress-XXX at yyy But both did not change the Email address of that user. What am I missing? Regards, Ronen -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ronen_Amity at DELL.com Wed Nov 16 04:16:10 2011 From: Ronen_Amity at DELL.com (Ronen_Amity at DELL.com) Date: Wed, 16 Nov 2011 09:16:10 +0000 Subject: [rt-users] how to edit email for an existing user from command line. In-Reply-To: References: Message-ID: Never mind. I found it out. I added an extra s in rt edit users (instead of rt edit user/xxx). Ronen From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Amity, Ronen Sent: Wednesday, November 16, 2011 11:03 To: rt-users at lists.bestpractical.com Subject: [rt-users] how to edit email for an existing user from command line. Hi all, I have installed RT on centos 5.6 and added 70 users. Their email address is blank, and I am trying to edit their users via rt command. I have tried to use: rt edit users/XXX set EmailAddress-XXX at yyy And rt edit users/XXX set mailAddress-XXX at yyy But both did not change the Email address of that user. What am I missing? Regards, Ronen -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Wed Nov 16 05:36:36 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 16 Nov 2011 10:36:36 +0000 Subject: [rt-users] ModifySelf on a group? Message-ID: <4EC39234.8050905@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, there are some privileges, like ModifySelf, that seem to be only grant-able to single users, where it would be convenient to do it on a per-group basis. Am I wrong? If not, I'd like to know what's the rationale behind this - - I'm trying to let a group of users edit their RT at a Glance, but possibly I'm not getting it right. Thanks, G - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOw5I0AAoJEAqigArPBfJXtlsH/1pm7S6IV7SLALVnapON0uk8 SBXZSHf061spSGoTwjuuIfWf8xhhl1C0zfWQLPnvWQ7hQdGu6GQxgk7K+Rojlnow 8RYue9m3hsQG2Y6LYmReMxYfFoLDlba+FqYA1GhVQVpUjkq+h9SyxAs5TZH6GLwg ZsGhCqUw0NpuW6C73j+S6+k1AIHsDyjnRMUNOoIVXlhuqtYlViKH5Ogq7Wknqhh8 ahLpP3StEc+a14EXLxwKVcZRef6lPMjMusQJTz674CKs+k2qpAQInVhqXhxdEEbQ Qj0qzai5wPDRajsO1OqQkJKaK2E0cRqTLImv68kIDWJx2pTuCFlPaFT8BUQ4HF8= =Sobo -----END PGP SIGNATURE----- From gsollazz at sgul.ac.uk Wed Nov 16 05:38:49 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 16 Nov 2011 10:38:49 +0000 Subject: [rt-users] ModifySelf on a group? In-Reply-To: <4EC39234.8050905@sgul.ac.uk> References: <4EC39234.8050905@sgul.ac.uk> Message-ID: <4EC392B9.6060404@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Please ignore it - I was checking in the wrong bit of configuration. Apologies! G On 16/11/11 10:36, Giuseppe Sollazzo wrote: > > Hi there, there are some privileges, like ModifySelf, that seem to > be only grant-able to single users, where it would be convenient to > do it on a per-group basis. Am I wrong? If not, I'd like to know > what's the rationale behind this - I'm trying to let a group of > users edit their RT at a Glance, but possibly I'm not getting it > right. > > Thanks, G > - -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOw5K5AAoJEAqigArPBfJXtusH/A+v0DRJonBvk+W4XsxaZk+I FET2eTsTCRh0mhEP2Q8JuKqXaxZI1GgESE27i6sEplpY+buhTOAJsaQNu4DcFv44 9H9zCUwRzhLnsK9pnYtI8SMN/6EiNHgGMD1G/M1Srys9syPqjFhYZHcwW1U5zlAr 1ePxzVmqmeDhoV5aUXHEczm/UjbeDkwitpEODxusFi6XWBHdagDK8jKGrpgGDiA9 Vwca3xw7OgX+N33oLTTUFrkZyI+Nx+tJN6MGX4p8pnA+d+lRS3T1Yqpnx0eBdMO3 G+UgTSEBCLHFqN3nBTmAV9ds5tbZrSs+REMYy6GznGhv75qIERkdShCN+Ds/c+o= =hR82 -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Guy.Jeffery at baesystemsdetica.com Wed Nov 16 05:42:05 2011 From: Guy.Jeffery at baesystemsdetica.com (Jeffery, Guy) Date: Wed, 16 Nov 2011 10:42:05 -0000 Subject: [rt-users] Logging query terms in RT References: Message-ID: Hi, I'm supporting an instance of RT, and have a requirement to log all queries made in RT by our users, including all terms used to create the query. I can capture the terms used in Simple Searches as part of a POST request within the Apache logs, so that problem is solved. But I can't find any mechanism for logging the terms used to build more complex queries in the Query Builder. I've turned on the Statement log, and all other logging, at 'info' level. However, RT still doesn't capture the information I need. The only place I've found this information stored at all is within the a_session longblob in the sessions table on the database - but it's not that nice to extract the individual terms from that. I've also looked on the Wiki and the forums without luck. Is there anything I'm missing here, or will this involve some customisation? I'm using version 3.8.9, on a MySQL version 5.1.52. Many thanks in advance, Guy Please consider the environment before printing this email. This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately. Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory. The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm. Detica Limited is a BAE Systems company trading as BAE Systems Detica. Detica Limited is registered in England and Wales under No: 1337451. Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England. -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Wed Nov 16 05:47:30 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Wed, 16 Nov 2011 11:47:30 +0100 Subject: [rt-users] PHPass and Request Tracker In-Reply-To: References: <20111115104859.GC21363@lake.fysh.org> <20111116102202.GH21363@lake.fysh.org> Message-ID: 2011/11/16 Adrian Stel : > Hi, > > > perhaps this is stupid question but I'm not sure where I should put > this wrapper function ;/ > > > I found in /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm > > > This is the right place ? > > =head1 SYNOPSIS > > ? ? ? ?use Authen::Passphrase::PHPass; > > ? ? ? ?$ppr = Authen::Passphrase::PHPass->new( > ? ? ? ? ? ? ? ?cost => 10, salt => "NaClNaCl", > ? ? ? ? ? ? ? ?hash_base64 => "ObRxTm/.EiiYN02xUeAQs/"); > > ? ? ? ?$ppr = Authen::Passphrase::PHPass->new( > ? ? ? ? ? ? ? ?cost => 10, salt_random => 1, > ? ? ? ? ? ? ? ?passphrase => "passphrase"); > > ? ? ? ?$ppr = Authen::Passphrase::PHPass->from_crypt( > ? ? ? ? ? ? ? ?'$P$8NaClNaClObRxTm/.EiiYN02xUeAQs/'); > > ? ? ? ?$ppr = Authen::Passphrase::PHPass->from_rfc2307( > ? ? ? ? ? ? ? ?'{CRYPT}$P$8NaClNaClObRxTm/.EiiYN02xUeAQs/'); > > ? ? ? ?$cost = $ppr->cost; > ? ? ? ?$cost_base64 = $ppr->cost_base64; > ? ? ? ?$cost = $ppr->nrounds_log2; > ? ? ? ?$cost_base64 = $ppr->nrounds_log2_base64; > ? ? ? ?$salt = $ppr->salt; > ? ? ? ?$hash = $ppr->hash; > ? ? ? ?$hash_base64 = $ppr->hash_base64; > > ? ? ? ?if($ppr->match($passphrase)) { ... > > ? ? ? ?$passwd = $ppr->as_crypt; > ? ? ? ?$userPassword = $ppr->as_rfc2307; > > =head1 DESCRIPTION > > > Best > Adrian > > 2011/11/16 Zefram : >> Adrian Stel wrote: >>>'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', >>>'p_enc_sub' ? ? ? ? ? ? ? ? => ?'cost', >> >> The comment above, the example below, and a bit of googling all show that >> p_enc_pkg and p_enc_sub are together meant to name a hash function. >> Your password string will be passed through the function, and the >> resulting hash value is then managed by RT. ?The clearest example: >> >>>#'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Crypt::MySQL', >>>#'p_enc_sub' ? ? ? ? ? ? ? ? => ?'password41', >> >> Crypt::MySQL::password41() is a function to which you pass a password >> string and it returns a hash. ?For example, password41("hunter2") returns >> "*58815970BE77B3720276F63DB198B1FA42E5CC02". >> >> Authen::Passphrase::PHPass::cost is not a hashing function. ?It's >> not meant to be called as a standalone function at all. ?It's the >> implementation of the ->cost method on the Authen::Passphrase::PHPass >> class, and so expects to be passed an A:P:PHPass object, not a string. >> A:P:PHPass doesn't actually expose the hash function on its own, so you >> can't use it this way. >> >> In fact, the PHPass hash algorithm *can't* be properly used by RT, >> because it takes a salt input, and apparently RT can't perform salting. >> (There's a p_salt parameter, which appears to be a *fixed* salt, defeating >> the purpose.) >> >> You could write a wrapper function around A:P:PHPass that creates a >> recogniser for a supplied password and then just extracts the hash. >> The wrapper would have to fix the cost parameter and the salt. ?It looks >> like this: >> >> ? ? ? ?use Authen::Passphrase::PHPass (); >> ? ? ? ?sub phpass_10_aaaaaaaa($) { >> ? ? ? ? ? ? ? ?return Authen::Passphrase::PHPass->new( >> ? ? ? ? ? ? ? ? ? ? ? ?cost=>10, >> ? ? ? ? ? ? ? ? ? ? ? ?passphrase=>$_[0], >> ? ? ? ? ? ? ? ? ? ? ? ?salt=>"aaaaaaaa", >> ? ? ? ? ? ? ? ?)->hash_base64; >> ? ? ? ?} >> >> phpass_10_aaaaaaaa("hunter2") returns "LvYU3dRamxKB1.lRa4ow1/". ?*This* >> is a hash function and could be used by RT via p_enc_pkg and p_enc_sub. >> >> It's a bit of an abstraction inversion to use A:P:PHPass just for >> its hash function. ?If A:P:PHPass were wrapping some other module >> that just provides the hash then I'd point you at the other module. >> Most A:P modules do this, such as A:P:MySQL323 wrapping Crypt::MySQL. >> But A:P:PHPass implements the hash itself. ?Also, if there were a module >> exposing the PHPass algorithm on its own, you'd still have to write a >> wrapper, because of the cost parameter that RT has no idea how to handle. >> >> -zefram >> > > > > -- > Pozdrawiam > Adrian Stelmaszyk > -- Pozdrawiam Adrian Stelmaszyk From adisan82 at gmail.com Wed Nov 16 07:27:06 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Wed, 16 Nov 2011 13:27:06 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: Hi, I get some info from PHPass but I don't know how use it ;/ any sugestion from your site ? >'p_enc_pkg' => 'Authen::Passphrase::PHPass', >'p_enc_sub' => 'cost', The comment above, the example below, and a bit of googling all show that p_enc_pkg and p_enc_sub are together meant to name a hash function. Your password string will be passed through the function, and the resulting hash value is then managed by RT. The clearest example: >#'p_enc_pkg' => 'Crypt::MySQL', >#'p_enc_sub' => 'password41', Crypt::MySQL::password41() is a function to which you pass a password string and it returns a hash. For example, password41("hunter2") returns "*58815970BE77B3720276F63DB198B1FA42E5CC02". Authen::Passphrase::PHPass::cost is not a hashing function. It's not meant to be called as a standalone function at all. It's the implementation of the ->cost method on the Authen::Passphrase::PHPass class, and so expects to be passed an A:P:PHPass object, not a string. A:P:PHPass doesn't actually expose the hash function on its own, so you can't use it this way. In fact, the PHPass hash algorithm *can't* be properly used by RT, because it takes a salt input, and apparently RT can't perform salting. (There's a p_salt parameter, which appears to be a *fixed* salt, defeating the purpose.) You could write a wrapper function around A:P:PHPass that creates a recogniser for a supplied password and then just extracts the hash. The wrapper would have to fix the cost parameter and the salt. It looks like this: use Authen::Passphrase::PHPass (); sub phpass_10_aaaaaaaa($) { return Authen::Passphrase::PHPass->new( cost=>10, passphrase=>$_[0], salt=>"aaaaaaaa", )->hash_base64; } phpass_10_aaaaaaaa("hunter2") returns "LvYU3dRamxKB1.lRa4ow1/". *This* is a hash function and could be used by RT via p_enc_pkg and p_enc_sub. It's a bit of an abstraction inversion to use A:P:PHPass just for its hash function. If A:P:PHPass were wrapping some other module that just provides the hash then I'd point you at the other module. Most A:P modules do this, such as A:P:MySQL323 wrapping Crypt::MySQL. But A:P:PHPass implements the hash itself. Also, if there were a module exposing the PHPass algorithm on its own, you'd still have to write a wrapper, because of the cost parameter that RT has no idea how to handle. 2011/11/16 Adrian Stel : > Hi, > > > DBI.pm > ?this is the place with p_enc_sub: > > > sub GetAuth { > > ? ?my ($service, $username, $password) = @_; > > ? ?my $config = $RT::ExternalSettings->{$service}; > ? ?$RT::Logger->debug( "Trying external auth service:",$service); > > ? ?my $db_table ? ? ? ?= $config->{'table'}; > ? ?my $db_u_field ? ? ?= $config->{'u_field'}; > ? ?my $db_p_field ? ? ? ? ?= $config->{'p_field'}; > ? ?my $db_p_enc_pkg ? ?= $config->{'p_enc_pkg'}; > ? ?my $db_p_enc_sub ? ?= $config->{'p_enc_sub'}; > ? ?my $db_p_salt ? ? ? = $config->{'p_salt'}; > > > > Place where the password is submitted to that method as a string parameter. > > In my opinion could be here: > > ?# Get the user's password from the database query result > ? ?my $pass_from_db = $results_hashref->{$username}->{$db_p_field}; > > ? ?# This is the encryption package & subroutine passed in by the config file > ? ?$RT::Logger->debug( "Encryption Package:", > ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_pkg); > ? ?$RT::Logger->debug( "Encryption Subroutine:", > ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_sub); > > ? ?# Use config info to auto-load the perl package needed for > password encryption > ? ?# I know it uses a string eval - but I don't think there's a > better way to do this > ? ?# Jump to next external authentication service on failure > ? ?eval "require $db_p_enc_pkg" or > ? ? ? ?$RT::Logger->error("AUTH FAILED, Couldn't Load Password > Encryption Package. Error: $@") && return 0; > > ? ?my $encrypt = $db_p_enc_pkg->can($db_p_enc_sub); > ? ?if (defined($encrypt)) { > ? ? ? ?# If the package given can perform the subroutine given, then > use it to compare the > ? ? ? ?# password given with the password pulled from the database. > ? ? ? ?# Jump to the next external authentication service if they don't match > ? ? ? ?if(defined($db_p_salt)) { > ? ? ? ? ? ?$RT::Logger->debug("Using salt:",$db_p_salt); > ? ? ? ? ? ?if(${encrypt}->($password,$db_p_salt) ne $pass_from_db){ > ? ? ? ? ? ? ? ?$RT::Logger->info( ?$service, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$username, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"Password Incorrect"); > ? ? ? ? ? ? ? ?return 0; > ? ? ? ? ? ?} > ? ? ? ?} else { > ? ? ? ? ? ?if(${encrypt}->($password) ne $pass_from_db){ > ? ? ? ? ? ? ? ?$RT::Logger->info( ?$service, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$username, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"Password Incorrect"); > ? ? ? ? ? ? ? ?return 0; > ? ? ? ? ? ?} > ? ? ? ?} > ? ?} else { > ? ? ? ?# If the encryption package can't perform the request subroutine, > ? ? ? ?# dump an error and jump to the next external authentication service. > ? ? ? ?$RT::Logger->error($service, > ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", > ? ? ? ? ? ? ? ? ? ? ? ? ? ?"The encryption package you gave me (", > ? ? ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_pkg, > ? ? ? ? ? ? ? ? ? ? ? ? ? ?") does not support the encryption method > you specified (", > ? ? ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_sub, > ? ? ? ? ? ? ? ? ? ? ? ? ? ?")"); > ? ?return 0; > ? ?} > > > But i'm not shure where exactly. And how I can convert string to hash. > > I'm not familiar with perl ;/ > > > > Best > Adrian > > 2011/11/15 Zordrak : >> Adrian Stel wrote: >>> Hi, >>> >>> >>> Can't use string ("user password") as a HASH ref while "strict refs" >>> in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm >>> line 278. >>> >>> Problem is with type of user password. >>> >>> Still need to know where I should search. >> >> Search for the text "p_enc_sub". There's only one place it should be >> defined and it will be very close to where the password is submitted to >> that method as a string parameter. >> -- >> Zordrak >> zordrak at tpa.me.uk >> >> > > > > -- > Pozdrawiam > Adrian Stelmaszyk > -- Pozdrawiam Adrian Stelmaszyk From jim.lesinski at gmail.com Wed Nov 16 09:12:26 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Wed, 16 Nov 2011 09:12:26 -0500 Subject: [rt-users] Categories are based on... How to handle the same value for multiple parent categories In-Reply-To: References: Message-ID: Just a final note on this - After doing some more investigation, it seems that while Request Tracker doesn't restrict you from creating 2 (or more) drop down values at the same level with the same string value, it also does't use the record ID to filter subsequent drop downs either. - it uses the string value to filter subsequent values. This means if you have 3 fields that filter you end up with a mess of child values that may not relate to the parent value anyway. So it seems that adding a prefix or suffix to the text of the drop down value is the only way to achieve what I had wanted. On Mon, Nov 14, 2011 at 8:28 PM, Josh Narins wrote: > The array of names is get-at-able with "keys %seen" > > > *From*: Jim Lesinski [mailto:jim.lesinski at gmail.com] > *Sent*: Monday, November 14, 2011 08:19 PM > *To*: Josh Narins > *Cc*: rt-users at lists.bestpractical.com > *Subject*: Re: [rt-users] Categories are based on... How to handle the > same value for multiple parent categories > > Right, but I think then I'd have to build an array of names and then > iterate through that second array to output the option values. I am not > sure which would be more efficient but there is probably a better way to do > it. > > Either way the result of the code would be ideally added to the base code, > but not necessarily my personal code :) > > Thanks, > Jim Lesinski > > On Nov 14, 2011, at 7:10 PM, Josh Narins wrote: > > ? I don't know anything about your patch, but with Perl, it is more > common to write something like... > > next if $seen{ $value->Name }++; > > > > *From*: Jim Lesinski [mailto:jim.lesinski at gmail.com] > *Sent*: Monday, November 14, 2011 07:06 PM > *To*: rt-users at lists.bestpractical.com > *Subject*: Re: [rt-users] Categories are based on... How to handle the > same value for multiple parent categories > > I had some time after work to code up a possible solution for the > searchbuilder. I am new to perl so feel free to correct me. > > Below is a snippet of code from /html/Elements/SelectCustomFieldValue, > starting at line 48. I have added my name after the lines I added to make > the search builder drop down show only unique string values. It would be > super cool if this made it into the base code. > > % $m->callback( Name => $Name, CustomField => $CustomField ); > % if ($CustomField->Type =~ /Select/i) { > % my $values = $CustomField->Values; > > % my %seen = (); # Jim Lesinski > > > % } > % else { > > % } > > > On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski wrote: > >> I wouldn't think that the searchbuilder would show the same string value >> though if you have the value occurring multiple times based on a parent >> field. In my example below the value "softwarename1.1" will show up in the >> searchbuilder each time I have entered it for that field. >> >> What I was suggesting is that one way to handle this would be to make the >> searchbuilder page only add a string value if that string value doesn't >> exist in the values already. That seems like the simplest was to avoid the >> same value from showing up several times in the searchbuilder. >> >> Right now what happens is, you end up with 4 "Password Reset" Values in >> the example below. This also would create 4 "Password Reset" in the >> searchbuilder dropdown, which works because the search is based on the >> String value and not the ID of the record. >> >> * Active Directory >> * Password Reset >> * TimeSheet >> * Password Reset >> * TestDomain >> * Password Reset >> * Whatever >> * Password Reset >> >> >> Just a suggestion... but an excellent way to handle it may be to add >> functionality to the "Categories are based on" drop down so that you select >> the parent field first, and then select each value that the current value >> is visible for. This would let you have a more flexible relationship for >> building the hierarchy. >> >> Then you could select Field1 as the Parent for Field2, but also specify >> that Field2.Value1 would be an option when you select Field1.Value1, >> Field1.Value3, Field1.Value4, Field1.Value7 - etc. >> >> >> >> >> >> On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone < >> falcone at bestpractical.com> wrote: >> >>> On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: >>> > Hi, >>> > In request tracker, how would you recommend setting up your >>> dependent drop down lists that >>> > have a consistent drop down value for multiple parent values? >>> Below, under the 1st level >>> > Administration value, I show an example of what I am asking about. >>> >>> If you use the 'Categories are based on' feature in later 3.8 and 4.0 >>> you'll get much better search options than typing in the Category box. >>> >>> > * Hardware >>> > >>> > * item1.1 >>> > * item1.2 >>> > * item1.3 >>> > >>> > * Software >>> > >>> > * item2.1 >>> > * item2.2 >>> > * item2.3 >>> > >>> > * Administration >>> > >>> > * password reset >>> > >>> > * softwarename1.1 >>> > * softwarename1.2 >>> > * softwarename1.3 >>> > >>> > * profile update >>> > >>> > * softwarename1.1 >>> > * softwarename1.2 >>> > * softwarename1.3 >>> > >>> > I was able to set up the outline above by using the built in >>> "categories are based on" option >>> > for drop down lists and entering the value one time for each parent >>> value. The only thing that >>> > I see as a possible issue with doing this is that the search >>> builder then shows the drop down >>> > text value multiple times. Maybe just a bug or improvement that >>> could be made in the >>> > searchbuilder (ie; only show DISTINCT dropdownlist value)? Or >>> should I handle this a different >>> > way? >>> > Either way I would appreciate your insight. >>> > Thanks, >>> > Jim >>> >>> > >>> >>> *Josh Narins* >>> Director of Application Development >>> SeniorBridge >>> >>> 845 Third Ave >>> 7th Floor >>> New York, NY 10022 >>> Tel: (212) 994-6194 >>> Fax: (212) 994-4260 >>> Mobile: (917) 488-6248 >>> jnarins at seniorbridge.com >>> seniorbridge.com >>> >>> [image: SeniorBridge] >>> >>> >>> ------------------------------ >>> *SeniorBridge Statement of Confidentiality:* The contents of this email >>> message are intended for the exclusive use of the addressee(s) and may >>> contain confidential or privileged information. Any dissemination, >>> distribution or copying of this email by an unintended or mistaken >>> recipient is strictly prohibited. In said event, kindly reply to the sender >>> and destroy all entries of this message and any attachments from your >>> system. Thank you.-------- >>> > RT Training Sessions (http://bestpractical.com/services/training.html) >>> > * Barcelona, Spain ? November 28 & 29, 2011 >>> >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Barcelona, Spain ? November 28 & 29, 2011 >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Nov 16 10:04:29 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 16 Nov 2011 19:04:29 +0400 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: Hello, I didn't read full thread, but long time ago I talked with zordrak about how password checking is wrong and not flexible. The current set of options is not suitable for many cases. I've cooked a patch [1]. The following config with patched extension can check any format supported by Authen::Passphrase framework: ... p_check => sub { my ($hash, $pass) = @_; use Authen::Passphrase; return Authen::Passphrase->from_crypt($hash || '*')->match($pass); }, ... Above covers HASH schemes described in [2]. If stored hash doesn't have $schema$ prefix then code needs a little bit of change. However, I didn't test the patch. [1] https://github.com/bestpractical/rt-authen-externalauth/commit/22ba2bfa8d59a00354712e63daaa5d622e39cf4d [2] http://search.cpan.org/~zefram/Authen-Passphrase-0.007/lib/Authen/Passphrase.pm#CONSTRUCTORS On Wed, Nov 16, 2011 at 4:27 PM, Adrian Stel wrote: > Hi, > > > I get some info from PHPass but I don't know how use it ;/ any > sugestion from your site ? > > >>'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', >>'p_enc_sub' ? ? ? ? ? ? ? ? => ?'cost', > > The comment above, the example below, and a bit of googling all show that > p_enc_pkg and p_enc_sub are together meant to name a hash function. > Your password string will be passed through the function, and the > resulting hash value is then managed by RT. ?The clearest example: > >>#'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Crypt::MySQL', >>#'p_enc_sub' ? ? ? ? ? ? ? ? => ?'password41', > > Crypt::MySQL::password41() is a function to which you pass a password > string and it returns a hash. ?For example, password41("hunter2") returns > "*58815970BE77B3720276F63DB198B1FA42E5CC02". > > Authen::Passphrase::PHPass::cost is not a hashing function. ?It's > not meant to be called as a standalone function at all. ?It's the > implementation of the ->cost method on the Authen::Passphrase::PHPass > class, and so expects to be passed an A:P:PHPass object, not a string. > A:P:PHPass doesn't actually expose the hash function on its own, so you > can't use it this way. > > In fact, the PHPass hash algorithm *can't* be properly used by RT, > because it takes a salt input, and apparently RT can't perform salting. > (There's a p_salt parameter, which appears to be a *fixed* salt, defeating > the purpose.) > > You could write a wrapper function around A:P:PHPass that creates a > recogniser for a supplied password and then just extracts the hash. > The wrapper would have to fix the cost parameter and the salt. ?It looks > like this: > > ? ? ? use Authen::Passphrase::PHPass (); > ? ? ? sub phpass_10_aaaaaaaa($) { > ? ? ? ? ? ? ? return Authen::Passphrase::PHPass->new( > ? ? ? ? ? ? ? ? ? ? ? cost=>10, > ? ? ? ? ? ? ? ? ? ? ? passphrase=>$_[0], > ? ? ? ? ? ? ? ? ? ? ? salt=>"aaaaaaaa", > ? ? ? ? ? ? ? )->hash_base64; > ? ? ? } > > phpass_10_aaaaaaaa("hunter2") returns "LvYU3dRamxKB1.lRa4ow1/". ?*This* > is a hash function and could be used by RT via p_enc_pkg and p_enc_sub. > > It's a bit of an abstraction inversion to use A:P:PHPass just for > its hash function. ?If A:P:PHPass were wrapping some other module > that just provides the hash then I'd point you at the other module. > Most A:P modules do this, such as A:P:MySQL323 wrapping Crypt::MySQL. > But A:P:PHPass implements the hash itself. ?Also, if there were a module > exposing the PHPass algorithm on its own, you'd still have to write a > wrapper, because of the cost parameter that RT has no idea how to handle. > > > > 2011/11/16 Adrian Stel : >> Hi, >> >> >> DBI.pm >> ?this is the place with p_enc_sub: >> >> >> sub GetAuth { >> >> ? ?my ($service, $username, $password) = @_; >> >> ? ?my $config = $RT::ExternalSettings->{$service}; >> ? ?$RT::Logger->debug( "Trying external auth service:",$service); >> >> ? ?my $db_table ? ? ? ?= $config->{'table'}; >> ? ?my $db_u_field ? ? ?= $config->{'u_field'}; >> ? ?my $db_p_field ? ? ? ? ?= $config->{'p_field'}; >> ? ?my $db_p_enc_pkg ? ?= $config->{'p_enc_pkg'}; >> ? ?my $db_p_enc_sub ? ?= $config->{'p_enc_sub'}; >> ? ?my $db_p_salt ? ? ? = $config->{'p_salt'}; >> >> >> >> Place where the password is submitted to that method as a string parameter. >> >> In my opinion could be here: >> >> ?# Get the user's password from the database query result >> ? ?my $pass_from_db = $results_hashref->{$username}->{$db_p_field}; >> >> ? ?# This is the encryption package & subroutine passed in by the config file >> ? ?$RT::Logger->debug( "Encryption Package:", >> ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_pkg); >> ? ?$RT::Logger->debug( "Encryption Subroutine:", >> ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_sub); >> >> ? ?# Use config info to auto-load the perl package needed for >> password encryption >> ? ?# I know it uses a string eval - but I don't think there's a >> better way to do this >> ? ?# Jump to next external authentication service on failure >> ? ?eval "require $db_p_enc_pkg" or >> ? ? ? ?$RT::Logger->error("AUTH FAILED, Couldn't Load Password >> Encryption Package. Error: $@") && return 0; >> >> ? ?my $encrypt = $db_p_enc_pkg->can($db_p_enc_sub); >> ? ?if (defined($encrypt)) { >> ? ? ? ?# If the package given can perform the subroutine given, then >> use it to compare the >> ? ? ? ?# password given with the password pulled from the database. >> ? ? ? ?# Jump to the next external authentication service if they don't match >> ? ? ? ?if(defined($db_p_salt)) { >> ? ? ? ? ? ?$RT::Logger->debug("Using salt:",$db_p_salt); >> ? ? ? ? ? ?if(${encrypt}->($password,$db_p_salt) ne $pass_from_db){ >> ? ? ? ? ? ? ? ?$RT::Logger->info( ?$service, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$username, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"Password Incorrect"); >> ? ? ? ? ? ? ? ?return 0; >> ? ? ? ? ? ?} >> ? ? ? ?} else { >> ? ? ? ? ? ?if(${encrypt}->($password) ne $pass_from_db){ >> ? ? ? ? ? ? ? ?$RT::Logger->info( ?$service, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$username, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"Password Incorrect"); >> ? ? ? ? ? ? ? ?return 0; >> ? ? ? ? ? ?} >> ? ? ? ?} >> ? ?} else { >> ? ? ? ?# If the encryption package can't perform the request subroutine, >> ? ? ? ?# dump an error and jump to the next external authentication service. >> ? ? ? ?$RT::Logger->error($service, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?"The encryption package you gave me (", >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_pkg, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?") does not support the encryption method >> you specified (", >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_sub, >> ? ? ? ? ? ? ? ? ? ? ? ? ? ?")"); >> ? ?return 0; >> ? ?} >> >> >> But i'm not shure where exactly. And how I can convert string to hash. >> >> I'm not familiar with perl ;/ >> >> >> >> Best >> Adrian >> >> 2011/11/15 Zordrak : >>> Adrian Stel wrote: >>>> Hi, >>>> >>>> >>>> Can't use string ("user password") as a HASH ref while "strict refs" >>>> in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm >>>> line 278. >>>> >>>> Problem is with type of user password. >>>> >>>> Still need to know where I should search. >>> >>> Search for the text "p_enc_sub". There's only one place it should be >>> defined and it will be very close to where the password is submitted to >>> that method as a string parameter. >>> -- >>> Zordrak >>> zordrak at tpa.me.uk >>> >>> >> >> >> >> -- >> Pozdrawiam >> Adrian Stelmaszyk >> > > > > -- > Pozdrawiam > Adrian Stelmaszyk > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From jnarins at seniorbridge.com Wed Nov 16 10:26:19 2011 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 16 Nov 2011 10:26:19 -0500 Subject: [rt-users] Slowness when loading tickets created via a certain FAX to email service Message-ID: Running RT4.0.2 with perl5.12.2, Oracle 10g, RHEL5 and httpd-2.2.16. Browser is IE7. We are using EasyLink's Fax to E-mail service and the faxes are attached as a PDF to an email which are sent to a queue. I'm looking at one ticket with 135b of email and 110k of a PDF attachment and the page is taking in excess of 40 seconds to load. It spends most of that time with the menubar, ticket number, the "New Ticket" button and search widget visible, and the rest of the screen is the blue gradient. Most operations on this ticket also take upwards of 40 seconds. For comparison, a normal ticket takes 2-3 seconds to load and render. We have other attachments, PDFs too, which are larger, but have no problems. This is a set of the headers from the "bad" ticket, maybe that's part of the problem? Everything in the tickets and transactions tables looks identical between regular and slow-loading tickets. I'm using [...] for some long digit phrases in the headers below. >From operator at netmoves.com Tue Nov 15 15:40:58 2011 MIME-Version: 1.0 X-PSTN-Levels: (S:99.90000/99.90000 CV: 3.9146 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108 M:97.0282 C:98.6951 ) X-R5basetid: 0240445113197438900 Content-Type: multipart/mixed; boundary="Boundary-=_fiFHvHhtMAxqDVNRChqtZGovSJJn" Message-ID: <0240201113197444900.[...]0.0240445113197438900 at pfc1a.ps.easylink.com> Reply-To: X-Nva_ps: 3 X-PSTN-Addresses: from forward (org good) [db-null] Received: from MS3.nyc.seniorbridgeinternal.com (ms.mycompany.com [192.168.0.13]) by mycompany.com (Postfix) with ESMTP id 038A2DD809E for ; Tue, 15 Nov 2011 15:40:58 -0500 (EST) Received: from psmtp.com (74.125.149.94) by ms.mycompany.com (192.168.0.13) with Microsoft SMTP Server (TLS) id 8.3.159.2; Tue, 15 Nov 2011 15:40:58 -0500 Received: from ohrelay1.oh.easylink.com ([165.251.70.60]) (using TLSv1) by na3sys009amx168.postini.com ([74.125.148.10]) with SMTP; Tue, 15 Nov 2011 20:40:57 GMT Received: from pfc1a.ps.easylink.com (pfc1a.ps.easylink.com [165.251.35.5]) by ohrelay1.oh.easylink.com (8.14.3/8.14.3) with ESMTP id pAFKesXa021416 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for ; Tue, 15 Nov 2011 15:40:55 -0500 (EST) Received: from pfc1a.ps.easylink.com (localhost [127.0.0.1]) by pfc1a.ps.easylink.com (8.13.8/8.13.8) with ESMTP id pAFKescm030764 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for ; Tue, 15 Nov 2011 15:40:54 -0500 Received: (from operator at localhost) by pfc1a.ps.easylink.com (8.13.8/8.13.8/Submit) id pAFKespN030763; Tue, 15 Nov 2011 15:40:54 -0500 Delivered-To: accounting at mycompany.com Subject: Fax From: 0240[...]900 Return-Path: X-Original-To: accounting at mycompany.com X-PSTN-Neptune: 2/2/1.00/92 Date: Tue, 15 Nov 2011 15:39:49 -0500 X-PSTN-Settings: 2 (0.5000:0.5000) s CV gt3 gt2 gt1 To: From: Content-Length: 0 357362 content-type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: 7bit X-RT-Original-Encoding: ascii Content-Length: 135 Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tanguy.lagroy at bt.com Wed Nov 16 11:03:17 2011 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Wed, 16 Nov 2011 16:03:17 +0000 Subject: [rt-users] Disable merge feature for one queue Message-ID: <82B2A0A07D3046468C56B9477A2622B434C6AFE240@EMV65-UKRD.domain1.systemhost.net> Dear community, I would like to know if there is a way to disable or avoid the merge tickets features in Request Tracker for one queue only ? Thanks for your help, Tanguy -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 16 11:53:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:53:29 -0500 Subject: [rt-users] ExternalAuth error messages in 4.0.4 In-Reply-To: References: Message-ID: <20111116165329.GK1021@jibsheet.com> On Tue, Nov 15, 2011 at 09:47:24AM +0200, Joosep wrote: > I'm trying to install a ExternalAuth module in the test environment to prepare for the live > system upgrade. Test environment is a snapshot of the live system that i have upgraded from > 3.8.10 to 4.0.4(no problems there). > Module installs and authentication works. Users are able to login, but there are following > errors in the log: Those look like warnings, not errors. There are some warnings cleanups in the git repository that haven't been released yet. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 16 11:53:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:53:58 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> <20111115173426.GI1021@jibsheet.com> <20111115174354.GJ1021@jibsheet.com> Message-ID: <20111116165358.GL1021@jibsheet.com> On Tue, Nov 15, 2011 at 03:21:22PM -0500, Thomas Misilo wrote: > > >Also - to be clear, you're concentrating on the part of the code that checks to see if a user exists. You're not looking at the later queries that *actually* sync the data. > > >-kevin > > Okay, I have looked through and checked everything but I cannot any errors in rt.log > > I see this line: [Tue Nov 15 20:19:22 2011] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179) but it doesn't talk about any of my mappings. > Unfortunately, we haven't seen a full config or log so it's really hard to comment on what's happening. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 16 11:54:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:54:51 -0500 Subject: [rt-users] Autocreate unprivileged users In-Reply-To: References: Message-ID: <20111116165451.GM1021@jibsheet.com> On Tue, Nov 15, 2011 at 03:00:42PM -0800, Yan Seiner wrote: > I have 4.0.2 set up to autocreate privileged users authenticated through > LDAP. > > I'm pretty sure I had 3.8.10 set up to autocreate unprivileged users who > did not authenticate through LDAP. I can't figure out how to do this in > 4.0.2. > > In other words, the functionality I need is: > > A user tries to log on, RT authenticates him through LDAP, and the user is > created as privileged. This works. > > An unknown user sends email in to the system, either in reply to an > existing ticket or to one of the queues we have set up for external > interaction. The system should accept the email and autocreate the user > as unprivileged. This gets rejected with > > "RT could not load a valid user, and RT's configuration does not allow for > the creation of a new user for this email [email follows]" > > How do I do this? I can't find a setting for this. You might need to flip the config about AutoCreation which is part of RT-Authen-ExternalAuth -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 16 11:55:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:55:29 -0500 Subject: [rt-users] Auto create externally authenticated users and put them into specific groups In-Reply-To: References: Message-ID: <20111116165529.GN1021@jibsheet.com> On Tue, Nov 15, 2011 at 05:18:15PM -0700, Chris Robison wrote: > Is there a way to put automatically created externally authenticated users and into specific > groups as they are being created? You don't say how you're externally authenticating, but you can't do that with the $AutoCreate config unfortunately. If you're authenticating against LDAP, you could use RT-Extension-LDAPImport to bring in groups and users. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 16 11:57:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:57:02 -0500 Subject: [rt-users] Logging query terms in RT In-Reply-To: References: Message-ID: <20111116165702.GO1021@jibsheet.com> On Wed, Nov 16, 2011 at 10:42:05AM -0000, Jeffery, Guy wrote: > > Hi, > > I'm supporting an instance of RT, and have a requirement to log all queries made in RT by our > users, including all terms used to create the query. > > I can capture the terms used in Simple Searches as part of a POST request within the Apache > logs, so that problem is solved. > > But I can't find any mechanism for logging the terms used to build more complex queries in the > Query Builder. I've turned on the Statement log, and all other logging, at 'info' level. > However, RT still doesn't capture the information I need. The only place I've found this > information stored at all is within the a_session longblob in the sessions table on the > database - but it's not that nice to extract the individual terms from that. I've also looked > on the Wiki and the forums without luck. This would be easier to do at the database level. It'll be too many queries, but StatementLog will log too many queries also. I'm curious why StatementLog isn't sufficient. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 16 11:58:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:58:44 -0500 Subject: [rt-users] Slowness when loading tickets created via a certain FAX to email service In-Reply-To: References: Message-ID: <20111116165844.GP1021@jibsheet.com> On Wed, Nov 16, 2011 at 10:26:19AM -0500, Josh Narins wrote: > Running RT4.0.2 with perl5.12.2, Oracle 10g, RHEL5 and httpd-2.2.16. Browser is IE7. > > > > We are using EasyLink's Fax to E-mail service and the faxes are attached as a PDF to an email > which are sent to a queue. > > > > I'm looking at one ticket with 135b of email and 110k of a PDF attachment and the page is > taking in excess of 40 seconds to load. It spends most of that time with the menubar, ticket > number, the "New Ticket" button and search widget visible, and the rest of the screen is the > blue gradient. Most operations on this ticket also take upwards of 40 seconds. > > > > For comparison, a normal ticket takes 2-3 seconds to load and render. > > > > We have other attachments, PDFs too, which are larger, but have no problems. > > > > This is a set of the headers from the "bad" ticket, maybe that's part of the problem? > Everything in the tickets and transactions tables looks identical between regular and > slow-loading tickets. I'm using [...] for some long digit phrases in the headers below. You probably want to use MasonX::Profiler (as documented in the config) and StatementLog + Configuration -> Tools -> SQL Queries to determine what is actually slow on the page. -kevin > From operator at netmoves.com Tue Nov 15 15:40:58 2011 > > MIME-Version: 1.0 > > X-PSTN-Levels: (S:99.90000/99.90000 CV: 3.9146 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108 > M:97.0282 C:98.6951 ) > > X-R5basetid: 0240445113197438900 > > Content-Type: multipart/mixed; boundary="Boundary-=_fiFHvHhtMAxqDVNRChqtZGovSJJn" > > Message-ID: <0240201113197444900.[...]0.0240445113197438900 at pfc1a.ps.easylink.com> > > Reply-To: > > X-Nva_ps: 3 > > X-PSTN-Addresses: from forward (org good) [db-null] > > Received: from MS3.nyc.seniorbridgeinternal.com (ms.mycompany.com [192.168.0.13]) by > mycompany.com (Postfix) with ESMTP id 038A2DD809E for ; Tue, 15 > Nov 2011 15:40:58 -0500 (EST) > > Received: from psmtp.com (74.125.149.94) by ms.mycompany.com (192.168.0.13) with Microsoft > SMTP Server (TLS) id 8.3.159.2; Tue, 15 Nov 2011 15:40:58 -0500 > > Received: from ohrelay1.oh.easylink.com ([165.251.70.60]) (using TLSv1) by > na3sys009amx168.postini.com ([74.125.148.10]) with SMTP; Tue, 15 Nov 2011 20:40:57 GMT > > Received: from pfc1a.ps.easylink.com (pfc1a.ps.easylink.com [165.251.35.5]) by > ohrelay1.oh.easylink.com (8.14.3/8.14.3) with ESMTP id pAFKesXa021416 (version=TLSv1/SSLv3 > cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for ; Tue, 15 Nov > 2011 15:40:55 -0500 (EST) > > Received: from pfc1a.ps.easylink.com (localhost [127.0.0.1]) by pfc1a.ps.easylink.com > (8.13.8/8.13.8) with ESMTP id pAFKescm030764 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA > bits=256 verify=NO) for ; Tue, 15 Nov 2011 15:40:54 -0500 > > Received: (from operator at localhost) by pfc1a.ps.easylink.com (8.13.8/8.13.8/Submit) id > pAFKespN030763; Tue, 15 Nov 2011 15:40:54 -0500 > > Delivered-To: accounting at mycompany.com > > Subject: Fax From: 0240[...]900 > > Return-Path: > > X-Original-To: accounting at mycompany.com > > X-PSTN-Neptune: 2/2/1.00/92 > > Date: Tue, 15 Nov 2011 15:39:49 -0500 > > X-PSTN-Settings: 2 (0.5000:0.5000) s CV gt3 gt2 gt1 > > To: > > From: > > Content-Length: 0 > > > > 357362 content-type: text/plain; charset="utf-8" > > Content-Disposition: inline > > Content-Transfer-Encoding: 7bit > > X-RT-Original-Encoding: ascii > > Content-Length: 135 > > > > > > Josh Narins > Director of Application Development > SeniorBridge > > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > [1]seniorbridge.com > > [2]SeniorBridge > > ---------------------------------------------------------------------------------------------- > > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for > the exclusive use of the addressee(s) and may contain confidential or privileged information. > Any dissemination, distribution or copying of this email by an unintended or mistaken > recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all > entries of this message and any attachments from your system. Thank you. > > References > > Visible links > 1. http://www.seniorbridge.com/ > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Wed Nov 16 11:58:44 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 16 Nov 2011 10:58:44 -0600 Subject: [rt-users] Autocreate unprivileged users In-Reply-To: <20111116165451.GM1021@jibsheet.com> References: <20111116165451.GM1021@jibsheet.com> Message-ID: Yes, I simply overlooked this the other day as well. Just posted maybe two days back and then realized my overlook immediately: Set($AutoCreateNonExternalUsers, 1); As Kevin rightfully stated, this is part of the RT-Authen-ExternalAuth plugin. I'm using LDAP, but have some requestors that aren't in our AD, so this fixed it for me. Hope this helps! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, November 16, 2011 10:55 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Autocreate unprivileged users On Tue, Nov 15, 2011 at 03:00:42PM -0800, Yan Seiner wrote: > I have 4.0.2 set up to autocreate privileged users authenticated > through LDAP. > > I'm pretty sure I had 3.8.10 set up to autocreate unprivileged users > who did not authenticate through LDAP. I can't figure out how to do > this in 4.0.2. > > In other words, the functionality I need is: > > A user tries to log on, RT authenticates him through LDAP, and the > user is created as privileged. This works. > > An unknown user sends email in to the system, either in reply to an > existing ticket or to one of the queues we have set up for external > interaction. The system should accept the email and autocreate the > user as unprivileged. This gets rejected with > > "RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email [email follows]" > > How do I do this? I can't find a setting for this. You might need to flip the config about AutoCreation which is part of RT-Authen-ExternalAuth -kevin From falcone at bestpractical.com Wed Nov 16 11:59:24 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 11:59:24 -0500 Subject: [rt-users] Disable merge feature for one queue In-Reply-To: <82B2A0A07D3046468C56B9477A2622B434C6AFE240@EMV65-UKRD.domain1.systemhost.net> References: <82B2A0A07D3046468C56B9477A2622B434C6AFE240@EMV65-UKRD.domain1.systemhost.net> Message-ID: <20111116165924.GQ1021@jibsheet.com> On Wed, Nov 16, 2011 at 04:03:17PM +0000, tanguy.lagroy at bt.com wrote: > I would like to know if there is a way to disable or avoid the merge tickets features in > Request Tracker for one queue only ? Use a callback or overlay and use the current Ticket object to determine what queue you're operating in. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misilot at fit.edu Wed Nov 16 12:28:05 2011 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 16 Nov 2011 12:28:05 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: <20111116165358.GL1021@jibsheet.com> References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> <20111115173426.GI1021@jibsheet.com> <20111115174354.GJ1021@jibsheet.com> <20111116165358.GL1021@jibsheet.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, November 16, 2011 11:54 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute On Tue, Nov 15, 2011 at 03:21:22PM -0500, Thomas Misilo wrote: > > >Also - to be clear, you're concentrating on the part of the code that checks to see if a user exists. You're not looking at the later queries that *actually* sync the data. > > >-kevin > > Okay, I have looked through and checked everything but I cannot any > errors in rt.log > > I see this line: [Tue Nov 15 20:19:22 2011] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179) but it doesn't talk about any of my mappings. > Unfortunately, we haven't seen a full config or log so it's really hard to comment on what's happening. -kevin Full Config: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. Set( $rtname, 'Evans Library'); Set($Organization, "url.tld"); Set($WebDomain, "url.tld"); Set($WebPort, 80); Set($WebPath, "/rt"); Set($DatabaseHost, "sqlserver.tld"); Set($DatabaseRTHost, "url.tld"); Set($DatabaseUser, "rt4"); Set($DatabasePassword, q{hello}); Set($DatabaseName, q{rt4}); Set($OwnerEmail, 'owner at url.tld'); Set($LogToSyslog, "debug"); Set($LogToScreen, "debug"); Set($LogToFile, "debug"); Set($CanonicalizeOnCreate, 1); Set($ValidateUserEmailAddresses, 1); Set($AutoCreateNonExternalUsers, 1); Set($ExternalAuthPriority, [ 'AD' ] ); Set($ExternalAuthPriority, [ 'AD' ] ); Set($ExternalSettings, { 'AD' => { 'type' => 'ldap', 'server' => 'ad.tld', 'user' => 'CN=user,OU=Group User Accounts,OU=Groups,DC=ad,DC=tld', 'pass' => 'bindingpassword', 'base' => 'DC=ad,DC=tld', # The filter to use to match RT-Users 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #'group' => 'Internal Site Access', # What is the attribute for the group object that determines membership? #'group_attr' => 'memberOf', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'displayName', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber' } }}); Set( @Plugins, (qw(RT::Authen::ExternalAuth)) ); 1; Logs: [Wed Nov 16 17:26:07 2011] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/lib/perl5/site_perl /usr/share/perl5/site_perl /usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib/perl5/core_perl /usr/share/perl5/core_perl . /etc/httpd) at /opt/rt4/sbin/../lib/RT/Config.pm line 558. (/opt/rt4/sbin/../lib/RT/Config.pm:559) [Wed Nov 16 17:26:07 2011] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) [Wed Nov 16 17:26:09 2011] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/lib/perl5/site_perl /usr/share/perl5/site_perl /usr/lib/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib/perl5/core_perl /usr/share/perl5/core_perl . /etc/httpd) at /opt/rt4/sbin/../lib/RT/Config.pm line 558. (/opt/rt4/sbin/../lib/RT/Config.pm:559) [Wed Nov 16 17:26:09 2011] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) [Wed Nov 16 17:26:18 2011] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:40) [Wed Nov 16 17:26:18 2011] [debug]: Attempting to use external auth service: AD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Nov 16 17:26:18 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Nov 16 17:26:18 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Wed Nov 16 17:26:18 2011] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:40) [Wed Nov 16 17:26:18 2011] [debug]: Attempting to use external auth service: AD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Nov 16 17:26:18 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Nov 16 17:26:18 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Wed Nov 16 17:26:24 2011] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:40) [Wed Nov 16 17:26:24 2011] [debug]: Attempting to use external auth service: AD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Nov 16 17:26:24 2011] [debug]: Calling UserExists with $username (iamuser) and $service (AD) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Wed Nov 16 17:26:24 2011] [debug]: UserExists params: username: iamuser , service: AD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Wed Nov 16 17:26:24 2011] [debug]: LDAP Search === Base: DC=AD,DC=tld == Filter: (&(objectClass=*)(sAMAccountName=iamuser)) == Attrs: telephoneNumber,displayName,dn,physicalDeliveryOfficeName,mail,sAMAccountName,sAMAccountName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Wed Nov 16 17:26:24 2011] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Wed Nov 16 17:26:24 2011] [debug]: Trying external auth service: AD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Wed Nov 16 17:26:24 2011] [debug]: LDAP Search === Base: DC=AD,DC=tld == Filter: (&(sAMAccountName=iamuser)(objectClass=*)) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Wed Nov 16 17:26:24 2011] [debug]: Found LDAP DN: CN=iamuser,OU=People,DC=AD,DC=tld (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Wed Nov 16 17:26:24 2011] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( AD ): iamuser (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) [Wed Nov 16 17:26:24 2011] [debug]: LDAP password validation result: 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) [Wed Nov 16 17:26:24 2011] [debug]: Password Validation Check Result: 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Wed Nov 16 17:26:24 2011] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179) [Wed Nov 16 17:26:24 2011] [info]: Successful login for iamuser from 163.118.10.111 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) [Wed Nov 16 17:26:24 2011] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) From falcone at bestpractical.com Wed Nov 16 12:49:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 12:49:14 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> <20111115173426.GI1021@jibsheet.com> <20111115174354.GJ1021@jibsheet.com> <20111116165358.GL1021@jibsheet.com> Message-ID: <20111116174914.GR1021@jibsheet.com> On Wed, Nov 16, 2011 at 12:28:05PM -0500, Thomas Misilo wrote: > Set($ExternalAuthPriority, [ 'AD' > ] > ); > > Set($ExternalAuthPriority, [ 'AD' > ] > ); Those are the same config setting twice, you haven't set InfoPriority so it'll never sync data. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From misilot at fit.edu Wed Nov 16 12:53:07 2011 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 16 Nov 2011 12:53:07 -0500 Subject: [rt-users] External Auth (LDAP) and Mail Attribute In-Reply-To: <20111116174914.GR1021@jibsheet.com> References: <20111115163625.GF1021@jibsheet.com> <20111115170432.GG1021@jibsheet.com> <20111115173426.GI1021@jibsheet.com> <20111115174354.GJ1021@jibsheet.com> <20111116165358.GL1021@jibsheet.com> <20111116174914.GR1021@jibsheet.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, November 16, 2011 12:49 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Auth (LDAP) and Mail Attribute On Wed, Nov 16, 2011 at 12:28:05PM -0500, Thomas Misilo wrote: > Set($ExternalAuthPriority, [ 'AD' > ] > ); > > Set($ExternalAuthPriority, [ 'AD' > ] > ); Those are the same config setting twice, you haven't set InfoPriority so it'll never sync data. -kevin Thanks Kevin. Didn't even realize I copied the same line twice. Everything seems to be working great now! Tom From chrisdrobison at gmail.com Wed Nov 16 13:08:06 2011 From: chrisdrobison at gmail.com (Chris Robison) Date: Wed, 16 Nov 2011 11:08:06 -0700 Subject: [rt-users] Public articles Message-ID: Is there a way to make articles public? Or, if not, is there a way to allow unprivileged users to see all articles available to them rather than have them search for something? Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From Guy.Jeffery at baesystemsdetica.com Wed Nov 16 13:14:02 2011 From: Guy.Jeffery at baesystemsdetica.com (Jeffery, Guy) Date: Wed, 16 Nov 2011 18:14:02 -0000 Subject: [rt-users] Logging query terms in RT References: <20111116165702.GO1021@jibsheet.com> Message-ID: Thanks for the response, DB logging might be the way I have to go. Oddly, StatementLog doesn't log anything when submitting a query from Query Builder. Doesn't even log that the database was hit at all. I was equally curious about this! -Guy ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone Sent: Wed 16/11/2011 16:57 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Logging query terms in RT On Wed, Nov 16, 2011 at 10:42:05AM -0000, Jeffery, Guy wrote: > > Hi, > > I'm supporting an instance of RT, and have a requirement to log all queries made in RT by our > users, including all terms used to create the query. > > I can capture the terms used in Simple Searches as part of a POST request within the Apache > logs, so that problem is solved. > > But I can't find any mechanism for logging the terms used to build more complex queries in the > Query Builder. I've turned on the Statement log, and all other logging, at 'info' level. > However, RT still doesn't capture the information I need. The only place I've found this > information stored at all is within the a_session longblob in the sessions table on the > database - but it's not that nice to extract the individual terms from that. I've also looked > on the Wiki and the forums without luck. This would be easier to do at the database level. It'll be too many queries, but StatementLog will log too many queries also. I'm curious why StatementLog isn't sufficient. -kevin Please consider the environment before printing this email. This message should be regarded as confidential. If you have received this email in error please notify the sender and destroy it immediately. Statements of intent shall only become binding when confirmed in hard copy by an authorised signatory. The contents of this email may relate to dealings with other companies under the control of BAE Systems plc details of which can be found at http://www.baesystems.com/Businesses/index.htm. Detica Limited is a BAE Systems company trading as BAE Systems Detica. Detica Limited is registered in England and Wales under No: 1337451. Registered office: Surrey Research Park, Guildford, Surrey, GU2 7YP, England. -------------- next part -------------- An HTML attachment was scrubbed... URL: From misilot at fit.edu Wed Nov 16 13:35:01 2011 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 16 Nov 2011 13:35:01 -0500 Subject: [rt-users] Specify Default Requestor Message-ID: Hello, Is it possible to set the requestor to the user submitting the ticket by default? As I am trying to use the self service page, but after submitting the ticket it doesn't show up, as there is no requestor set. Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From joosepm at gmail.com Wed Nov 16 13:54:42 2011 From: joosepm at gmail.com (Joosep) Date: Wed, 16 Nov 2011 20:54:42 +0200 Subject: [rt-users] ExternalAuth error messages in 4.0.4 In-Reply-To: <20111116165329.GK1021@jibsheet.com> References: <20111116165329.GK1021@jibsheet.com> Message-ID: Hi Kevin! Thanks for the info. Joosep On Wed, Nov 16, 2011 at 6:53 PM, Kevin Falcone wrote: > On Tue, Nov 15, 2011 at 09:47:24AM +0200, Joosep wrote: > > I'm trying to install a ExternalAuth module in the test environment > to prepare for the live > > system upgrade. Test environment is a snapshot of the live system > that i have upgraded from > > 3.8.10 to 4.0.4(no problems there). > > Module installs and authentication works. Users are able to login, > but there are following > > errors in the log: > > Those look like warnings, not errors. There are some warnings > cleanups in the git repository that haven't been released yet. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Nov 16 14:34:07 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 16 Nov 2011 14:34:07 -0500 Subject: [rt-users] Specify Default Requestor In-Reply-To: References: Message-ID: <4EC4102F.1070908@bestpractical.com> On 11/16/2011 01:35 PM, Thomas Misilo wrote: > Hello, > > Is it possible to set the requestor to the user submitting the ticket by > default? > > As I am trying to use the self service page, but after submitting the > ticket it doesn?t show up, as there is no requestor set. The behaviour you want is the default. Your user probably doesn't have an email address. Thomas From misilot at fit.edu Wed Nov 16 14:35:35 2011 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 16 Nov 2011 14:35:35 -0500 Subject: [rt-users] Specify Default Requestor In-Reply-To: <4EC4102F.1070908@bestpractical.com> References: <4EC4102F.1070908@bestpractical.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, November 16, 2011 2:34 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Specify Default Requestor On 11/16/2011 01:35 PM, Thomas Misilo wrote: > Hello, > > Is it possible to set the requestor to the user submitting the ticket > by default? > > As I am trying to use the self service page, but after submitting the > ticket it doesn?t show up, as there is no requestor set. The behaviour you want is the default. Your user probably doesn't have an email address. Thomas Thanks, that solved it! Tom From mjames at guesswho.com Wed Nov 16 15:49:45 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Wed, 16 Nov 2011 15:49:45 -0500 Subject: [rt-users] fetchmailrc Message-ID: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> Using fetchmail for 1st time to collect mail from an Exchange server. Exchange 2010 RT 4.0.1 Centos 5.7 fetchmail release 6.3.21+HESIOD+NLS. Here's my /opt/rt4/etc/fetchmailrc: poll mail.domain.com proto pop3: user trackrequests there with password 'cleverly removed' is kiss here mda "/opt/rt4/bin/rt-mailgate --url http://xtracker.domain.com. --queue General --action correspond" When I invoke fetchmail -f /opt/rt4/etc/fetchmailrc, it appends "@mail.domain.com" to the username, whereas the correct user is trackrequests at domain.com. If I specify user trackrequests at domain.com in the fetchmailrc file, then fetchmail turns it into trackrequests at domain.com@mail.domain.com. For example: [root at xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc fetchmail: WARNING: Running as root is discouraged. fetchmail: Authorization failure on trackrequests at domain.com@mail.domain.com fetchmail: Query status=3 (AUTHFAIL) I've googled for an answer, but haven't stumbled across it yet. Thanks for any help, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob.macgregor at gmail.com Wed Nov 16 16:00:04 2011 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Wed, 16 Nov 2011 21:00:04 +0000 Subject: [rt-users] fetchmailrc In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> References: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> Message-ID: On Wed, Nov 16, 2011 at 20:49, wrote: > When I invoke fetchmail ?f /opt/rt4/etc/fetchmailrc, it appends > ?@mail.domain.com? to the username, whereas the correct user is > trackrequests at domain.com. <---SNIP---> > [root at xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc > > fetchmail: WARNING: Running as root is discouraged. > > fetchmail: Authorization failure on trackrequests at domain.com@mail.domain.com That's just the logging, it doesn't actually pass the @mail.example.com as part of the username. It is there so you can differentiate problems logging in to multiple accounts on different mail servers. -- ? ? ? ? ? ? ? ?? Please keep list traffic on the list. Rob MacGregor ? ? ? Whoever fights monsters should see to it that in the process he ? ? ? ? doesn't become a monster.? ? ? ? ? ? ? ? ? Friedrich Nietzsche From falcone at bestpractical.com Wed Nov 16 16:17:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 16:17:03 -0500 Subject: [rt-users] Logging query terms in RT In-Reply-To: References: <20111116165702.GO1021@jibsheet.com> Message-ID: <20111116211703.GS1021@jibsheet.com> On Wed, Nov 16, 2011 at 06:14:02PM -0000, Jeffery, Guy wrote: > Thanks for the response, DB logging might be the way I have to go. > > Oddly, StatementLog doesn't log anything when submitting a query from Query Builder. Doesn't > even log that the database was hit at all. > > I was equally curious about this! Setting it to 'info' requires you to have your log system set to log 'info'. Try temporarily setting it to 'error'. Also, keep in mind that StatementLog is a performance hit. On RT4 you can see the statement log for your session in the UI under Tools. -kevin > > ---------------------------------------------------------------------------------------------- > > From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone > Sent: Wed 16/11/2011 16:57 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Logging query terms in RT > > On Wed, Nov 16, 2011 at 10:42:05AM -0000, Jeffery, Guy wrote: > > > > Hi, > > > > I'm supporting an instance of RT, and have a requirement to log all queries made in RT by > our > > users, including all terms used to create the query. > > > > I can capture the terms used in Simple Searches as part of a POST request within the > Apache > > logs, so that problem is solved. > > > > But I can't find any mechanism for logging the terms used to build more complex queries > in the > > Query Builder. I've turned on the Statement log, and all other logging, at 'info' level. > > However, RT still doesn't capture the information I need. The only place I've found this > > information stored at all is within the a_session longblob in the sessions table on the > > database - but it's not that nice to extract the individual terms from that. I've also > looked > > on the Wiki and the forums without luck. > > This would be easier to do at the database level. It'll be too many > queries, but StatementLog will log too many queries also. > > I'm curious why StatementLog isn't sufficient. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 16 16:18:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 16:18:02 -0500 Subject: [rt-users] Public articles In-Reply-To: References: Message-ID: <20111116211802.GT1021@jibsheet.com> On Wed, Nov 16, 2011 at 11:08:06AM -0700, Chris Robison wrote: > Is there a way to make articles public? Unfortunately no > Or, if not, is there a way to allow unprivileged users > to see all articles available to them rather than have them search for something? Unfortunately no -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mjames at guesswho.com Wed Nov 16 16:24:30 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Wed, 16 Nov 2011 16:24:30 -0500 Subject: [rt-users] fetchmailrc In-Reply-To: References: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC525BF90@EXCLUS.nationala-1advertising.com> Thanks for the quick reply, now to figure out why I get the AUTHFAIL. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob MacGregor Sent: Wednesday, November 16, 2011 4:00 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] fetchmailrc On Wed, Nov 16, 2011 at 20:49, wrote: > When I invoke fetchmail ?f /opt/rt4/etc/fetchmailrc, it appends > ?@mail.domain.com? to the username, whereas the correct user is > trackrequests at domain.com. <---SNIP---> > [root at xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc > > fetchmail: WARNING: Running as root is discouraged. > > fetchmail: Authorization failure on > trackrequests at domain.com@mail.domain.com That's just the logging, it doesn't actually pass the @mail.example.com as part of the username. It is there so you can differentiate problems logging in to multiple accounts on different mail servers. -- ? ? ? ? ? ? ? ?? Please keep list traffic on the list. Rob MacGregor ? ? ? Whoever fights monsters should see to it that in the process he ? ? ? ? doesn't become a monster.? ? ? ? ? ? ? ? ? Friedrich Nietzsche -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From lab at pacbell.net Wed Nov 16 16:44:32 2011 From: lab at pacbell.net (20/20 Lab) Date: Wed, 16 Nov 2011 13:44:32 -0800 Subject: [rt-users] fetchmailrc In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> References: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> Message-ID: <4EC42EC0.5050208@pacbell.net> Shouldnt you have "s around your user name? the only difference I have in mine is user "username" pass "password" to user here tho our mailserver auths with full domain. On 11/16/2011 12:49 PM, mjames at guesswho.com wrote: > > Using fetchmail for 1^st time to collect mail from an Exchange server. > > Exchange 2010 > > RT 4.0.1 > > Centos 5.7 > > fetchmail release 6.3.21+HESIOD+NLS. > > Here's my /opt/rt4/etc/fetchmailrc: > > poll mail.domain.com proto pop3: > > user trackrequests there with password 'cleverly removed' is kiss > here mda "/opt/rt4/bin/rt-mailgate --url http://xtracker.domain.com. > --queue General --action correspond" > > When I invoke fetchmail --f /opt/rt4/etc/fetchmailrc, it appends > "@mail.domain.com" to the username, whereas the correct user is > trackrequests at domain.com . > > If I specify user trackrequests at domain.com > in the fetchmailrc file, then > fetchmail turns it into trackrequests at domain.com@mail.domain.com > . For example: > > [root at xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc > > fetchmail: WARNING: Running as root is discouraged. > > fetchmail: Authorization failure on > trackrequests at domain.com@mail.domain.com > > fetchmail: Query status=3 (AUTHFAIL) > > I've googled for an answer, but haven't stumbled across it yet. Thanks > for any help, > > Mike > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain --- November 28& 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From misilot at fit.edu Wed Nov 16 17:13:00 2011 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 16 Nov 2011 17:13:00 -0500 Subject: [rt-users] Multiple Groups to Check Message-ID: Is it possible to check multiple groups in the LDAP configuration line group? Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Wed Nov 16 17:35:09 2011 From: bwiese at ElementPS.com (Brent Wiese) Date: Wed, 16 Nov 2011 15:35:09 -0700 Subject: [rt-users] Scrip to check who updated a CustomField Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2635693B54@EXCCR01.eps.local> I have scrips that will check the value of a custom field and perform actions based on it. But what I can't seem to figure out is how to show who made the custom field change. Specifically, I'm trying to compare who updated 2 custom fields. I have a case where I have a group of users allowed to change these 2 fields, but the same user isn't allowed to change both. So I need to compare who changed the 2 fields, and if they're the same user, perform an action (ie: set ticket stalled or email adminCC's or whatever). I'm pretty new to object oriented programming (especially under Perl), but it looks like I should be able to check "LastUpdatedBy"; I'm just not sure how. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 16 17:58:24 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Nov 2011 17:58:24 -0500 Subject: [rt-users] Multiple Groups to Check In-Reply-To: References: Message-ID: <20111116225824.GU1021@jibsheet.com> On Wed, Nov 16, 2011 at 05:13:00PM -0500, Thomas Misilo wrote: > Is it possible to check multiple groups in the LDAP configuration line group? I assume you're talking about the RT-Authen-ExternalAuth extension. Someone submitted a patch for that, it's sitting in the rt.cpan.org queue with some comments from me. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From allen+rtlist at crystalfontz.com Wed Nov 16 20:06:47 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Wed, 16 Nov 2011 17:06:47 -0800 Subject: [rt-users] RTx::BecomeUser for 4.x available Message-ID: I posted a link to the updated BecomeUser extension on the wiki, but here is a direct download: http://cpan.perl.org/authors/id/C/CF/CFALLEN/RTx-BecomeUser-1.2_1.tar.gz The old extension for for 3.8 and wouldn't work at all in 4.x. This one is for 4.x only and will not work in 3.x. Allen From kenn.crocker at gmail.com Thu Nov 17 00:15:35 2011 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 16 Nov 2011 21:15:35 -0800 Subject: [rt-users] turning off automated e-mails In-Reply-To: <4EC28933.8090407@sgul.ac.uk> References: <4EC28435.5060709@uwm.edu> <4EC28933.8090407@sgul.ac.uk> Message-ID: Tom, Also, you can disable ALL the Global notification scrips and just create what you want at the Queue level. The option to select whether you want an email to go out, with the default being NO, is not there, that I know of. However, if it is really that important, ask BP what it would cost to modify your version for you. Kenn LBNL On Tue, Nov 15, 2011 at 7:45 AM, Giuseppe Sollazzo wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi Tom, > there's a much simpler way of dealing with it: I guess you want to > have a look at Scrips and Templates. > > You can disable some of them. For example, Autoreply is the one > triggered when a ticket is created, Correspond is the one triggered > for any other reply except for a ticket resolution, Resolved is the > resolution. > > Possibly, you want to leave just Autoreply and Resolved as active. > > Giuseppe > > On 15/11/11 15:24, Tom Hansen wrote: > > > > I am new to RT but I have done extensive searching on this and > > have not found what I am looking for. So, apologies if this is an > > FAQ that I have somehow missed. > > > > Basically, I want to set up RT4 so that it will only send e-mails > > upon explicit request. No e-mails on ticket creation, no e-mails > > on status change, no e-mails on adding comments/replies. > > > > I would just like, on every reply/comment, to have an "e-mail > > this" option so that an admin can very simply choose at the time > > of entering a reply or comment, to actually send as an e-mail. > > The DEFAULT would always be to NOT send any e-mails to anyone, and > > even if you choose to update a requestor on a particular reply or > > comment, I don't want that action to "turn on the faucet" for that > > user- I want the default to always be NO E-MAIL. > > > > Why is this? Because I know that my user base would be irritated > > by such e-mails. I know I am when I get automated replies like > > "Your ticket #7546564 has been received. Our next available tech > > will respond." It's like calling an 800 number and getting the > > infamous "your call is very important to us. Please hold and your > > call will be answered in the order it was received." > > > > I ultimately would like the user to receive usually just one > > e-mail when the ticket is closed, consisting of a personal message > > from one of us that also gets recorded in RT. That's it. And even > > that should be optional. Even if the problem had to be bounced > > between two techs, escalated, placed on hold for a day pending > > response from the vendor, before finally being resolved by a third > > tech, and the manager. I just don't want the user going on that > > roller-coaster ride with us unless they want to, and then we would > > only want to manually send out those pieces of information that we > > explicitly choose to share, at the time that we want to share it. > > > > I don't want RT sending out ANY e-mails automatically, EVER. > > > > But I still want the capability to manually choose to send any > > reply/comment from RT to a user if need be. But only on explicit > > manual request from the admin entering the information into RT. > > > > This sounds like such a simple, obvious scenario, yet I find > > support for it nowhere. Must I spend a week learning the internals > > of RT and write my own extension, to just set it so that it will > > only send e-mails manually? > > > > > > For now I have implemented a quick fix to allow me to use RT: I > > inserted an "exit" statement into the top of the Perl code routine > > that sends e-mails -- it was the top recommendation on the wiki -- > > and then I went in and, via a custom callback I got from the Wiki, > > suppressed the listing of those numerous "e-mail sent" entries > > that pollute the ticket history. But this solution means that I'm > > forever copying and pasting to and from e-mails to users. Which > > is fine, it's doable. But why does it need to be so hard to just > > turn off automatic e-mailing from RT? > > > > > - -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ > > iQEcBAEBAgAGBQJOwokzAAoJEAqigArPBfJXjWQH/27Vv8LtD96768Xd4zslR+i4 > yqZV/zPSykPq2UOPKYQr6DkgrRPt4lqEfP+aeJ7djAJI8Q98tpSlB0srN6Y5CibI > LpbwsXmvxCTD/qsG57w5A3Yt5mIQnNMJNboS9K3j06T6vbB+Zr1oWQo3Xs1I/xSq > WmBf6Q3h95bLD7IWMpGPjA3nWgv9RjZzNROYznKppl/nVUscmAqkqy3ZrPWtxBZK > 9XDaQ9jxCumaAB55GCf4LG+wmqLnR7jLD15WNM9aIVOYZcp/UQdWV86DE8LcFLFx > 2zDYkfTAki/UihtEW26sz056tZ1SG4CAsnlUxHciDks/TyA0MaDVXQYqRArCYJA= > =tHem > -----END PGP SIGNATURE----- > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ronen_Amity at DELL.com Thu Nov 17 03:37:41 2011 From: Ronen_Amity at DELL.com (Ronen_Amity at DELL.com) Date: Thu, 17 Nov 2011 08:37:41 +0000 Subject: [rt-users] fetchmailrc In-Reply-To: <4EC42EC0.5050208@pacbell.net> References: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> <4EC42EC0.5050208@pacbell.net> Message-ID: This is what we use (pulling emails from a gmail account, hence the 995 port) : ~rt/.fetchmailrc: set postmaster "ronen" set daemon 600 pool pop.gmail.com with proto pop3 user 'xx at gmail.com' there with password 'XXXXXXX' is user5 here options ssl crontab for user rt: 5,15,25,35,45,55 * * * * /usr/bin/fetchmail -d 0 -P 995 -ssl -smtpname xx at gmail.com -u xx at gmail.com pop.gmail.com -f fetchmail.test 2>&1 > /dev/null fetchmail.test: poll pop.gmail.com proto pop3: username "xx at gmail.com" password "XXXXXXXX" mda "/opt/rt4/bin/rt-mailgate --url http://cm-help --queue CM --action correspond" Ronen From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 20/20 Lab Sent: Wednesday, November 16, 2011 23:45 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] fetchmailrc Shouldnt you have "s around your user name? the only difference I have in mine is user "username" pass "password" to user here tho our mailserver auths with full domain. On 11/16/2011 12:49 PM, mjames at guesswho.com wrote: Using fetchmail for 1st time to collect mail from an Exchange server. Exchange 2010 RT 4.0.1 Centos 5.7 fetchmail release 6.3.21+HESIOD+NLS. Here's my /opt/rt4/etc/fetchmailrc: poll mail.domain.com proto pop3: user trackrequests there with password 'cleverly removed' is kiss here mda "/opt/rt4/bin/rt-mailgate --url http://xtracker.domain.com. --queue General --action correspond" When I invoke fetchmail -f /opt/rt4/etc/fetchmailrc, it appends "@mail.domain.com" to the username, whereas the correct user is trackrequests at domain.com. If I specify user trackrequests at domain.com in the fetchmailrc file, then fetchmail turns it into trackrequests at domain.com@mail.domain.com. For example: [root at xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc fetchmail: WARNING: Running as root is discouraged. fetchmail: Authorization failure on trackrequests at domain.com@mail.domain.com fetchmail: Query status=3 (AUTHFAIL) I've googled for an answer, but haven't stumbled across it yet. Thanks for any help, Mike -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Thu Nov 17 04:49:01 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Thu, 17 Nov 2011 10:49:01 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: Hi Ruslan, If I understand well: 1) apply patch - easy to do (just add line to /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm) 2) Here I have some question because I'm not sure how set 'p_enc_pkg' and 'p_enc_sub' I need add this check to RT_SiteConfig.pm: ?? p_check => sub { my ($hash, $pass) = @_; use Authen::Passphrase; return Authen::Passphrase->from_crypt($hash || '*')->match($pass); }, then RT_SiteConfig.pm looks like: # The Perl package & subroutine used to encrypt passwords # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" # function, then you will need Crypt::MySQL::password, but for the # MySQL4+ password function you will need Crypt::MySQL::password41 # Alternatively, you could use Digest::MD5::md5_hex or any other # encryption subroutine you can load in your perl installation 'p_enc_pkg' => 'Authen::Passphrase', (???????) 'p_enc_sub' => '$P$', (????????) p_check => sub { my ($hash, $pass) = @_; use Authen::Passphrase; return Authen::Passphrase->from_crypt($hash || '*')->match($pass); }, #'p_enc_pkg' => 'Crypt::MySQL', #'p_enc_sub' => 'password41', # If your p_enc_sub takes a salt as a second parameter, # uncomment this line to add your salt #'p_salt' => 'SALT', If i mix/miss something please correct me. Best Regards Adrian 2011/11/16 Ruslan Zakirov : > Hello, > > I didn't read full thread, but long time ago I talked with zordrak > about how password checking is wrong and not flexible. The current set > of options is not suitable for many cases. I've cooked a patch [1]. > The following config with patched extension can check any format > supported by Authen::Passphrase framework: > > ... > p_check => sub { > ? ?my ($hash, $pass) = @_; > ? ?use Authen::Passphrase; > ? ?return Authen::Passphrase->from_crypt($hash || '*')->match($pass); > }, > ... > > Above covers HASH schemes described in [2]. If stored hash doesn't > have $schema$ prefix then code needs a little bit of change. > > However, I didn't test the patch. > > [1] https://github.com/bestpractical/rt-authen-externalauth/commit/22ba2bfa8d59a00354712e63daaa5d622e39cf4d > [2] http://search.cpan.org/~zefram/Authen-Passphrase-0.007/lib/Authen/Passphrase.pm#CONSTRUCTORS > > On Wed, Nov 16, 2011 at 4:27 PM, Adrian Stel wrote: >> Hi, >> >> >> I get some info from PHPass but I don't know how use it ;/ any >> sugestion from your site ? >> >> >>>'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase::PHPass', >>>'p_enc_sub' ? ? ? ? ? ? ? ? => ?'cost', >> >> The comment above, the example below, and a bit of googling all show that >> p_enc_pkg and p_enc_sub are together meant to name a hash function. >> Your password string will be passed through the function, and the >> resulting hash value is then managed by RT. ?The clearest example: >> >>>#'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Crypt::MySQL', >>>#'p_enc_sub' ? ? ? ? ? ? ? ? => ?'password41', >> >> Crypt::MySQL::password41() is a function to which you pass a password >> string and it returns a hash. ?For example, password41("hunter2") returns >> "*58815970BE77B3720276F63DB198B1FA42E5CC02". >> >> Authen::Passphrase::PHPass::cost is not a hashing function. ?It's >> not meant to be called as a standalone function at all. ?It's the >> implementation of the ->cost method on the Authen::Passphrase::PHPass >> class, and so expects to be passed an A:P:PHPass object, not a string. >> A:P:PHPass doesn't actually expose the hash function on its own, so you >> can't use it this way. >> >> In fact, the PHPass hash algorithm *can't* be properly used by RT, >> because it takes a salt input, and apparently RT can't perform salting. >> (There's a p_salt parameter, which appears to be a *fixed* salt, defeating >> the purpose.) >> >> You could write a wrapper function around A:P:PHPass that creates a >> recogniser for a supplied password and then just extracts the hash. >> The wrapper would have to fix the cost parameter and the salt. ?It looks >> like this: >> >> ? ? ? use Authen::Passphrase::PHPass (); >> ? ? ? sub phpass_10_aaaaaaaa($) { >> ? ? ? ? ? ? ? return Authen::Passphrase::PHPass->new( >> ? ? ? ? ? ? ? ? ? ? ? cost=>10, >> ? ? ? ? ? ? ? ? ? ? ? passphrase=>$_[0], >> ? ? ? ? ? ? ? ? ? ? ? salt=>"aaaaaaaa", >> ? ? ? ? ? ? ? )->hash_base64; >> ? ? ? } >> >> phpass_10_aaaaaaaa("hunter2") returns "LvYU3dRamxKB1.lRa4ow1/". ?*This* >> is a hash function and could be used by RT via p_enc_pkg and p_enc_sub. >> >> It's a bit of an abstraction inversion to use A:P:PHPass just for >> its hash function. ?If A:P:PHPass were wrapping some other module >> that just provides the hash then I'd point you at the other module. >> Most A:P modules do this, such as A:P:MySQL323 wrapping Crypt::MySQL. >> But A:P:PHPass implements the hash itself. ?Also, if there were a module >> exposing the PHPass algorithm on its own, you'd still have to write a >> wrapper, because of the cost parameter that RT has no idea how to handle. >> >> >> >> 2011/11/16 Adrian Stel : >>> Hi, >>> >>> >>> DBI.pm >>> ?this is the place with p_enc_sub: >>> >>> >>> sub GetAuth { >>> >>> ? ?my ($service, $username, $password) = @_; >>> >>> ? ?my $config = $RT::ExternalSettings->{$service}; >>> ? ?$RT::Logger->debug( "Trying external auth service:",$service); >>> >>> ? ?my $db_table ? ? ? ?= $config->{'table'}; >>> ? ?my $db_u_field ? ? ?= $config->{'u_field'}; >>> ? ?my $db_p_field ? ? ? ? ?= $config->{'p_field'}; >>> ? ?my $db_p_enc_pkg ? ?= $config->{'p_enc_pkg'}; >>> ? ?my $db_p_enc_sub ? ?= $config->{'p_enc_sub'}; >>> ? ?my $db_p_salt ? ? ? = $config->{'p_salt'}; >>> >>> >>> >>> Place where the password is submitted to that method as a string parameter. >>> >>> In my opinion could be here: >>> >>> ?# Get the user's password from the database query result >>> ? ?my $pass_from_db = $results_hashref->{$username}->{$db_p_field}; >>> >>> ? ?# This is the encryption package & subroutine passed in by the config file >>> ? ?$RT::Logger->debug( "Encryption Package:", >>> ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_pkg); >>> ? ?$RT::Logger->debug( "Encryption Subroutine:", >>> ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_sub); >>> >>> ? ?# Use config info to auto-load the perl package needed for >>> password encryption >>> ? ?# I know it uses a string eval - but I don't think there's a >>> better way to do this >>> ? ?# Jump to next external authentication service on failure >>> ? ?eval "require $db_p_enc_pkg" or >>> ? ? ? ?$RT::Logger->error("AUTH FAILED, Couldn't Load Password >>> Encryption Package. Error: $@") && return 0; >>> >>> ? ?my $encrypt = $db_p_enc_pkg->can($db_p_enc_sub); >>> ? ?if (defined($encrypt)) { >>> ? ? ? ?# If the package given can perform the subroutine given, then >>> use it to compare the >>> ? ? ? ?# password given with the password pulled from the database. >>> ? ? ? ?# Jump to the next external authentication service if they don't match >>> ? ? ? ?if(defined($db_p_salt)) { >>> ? ? ? ? ? ?$RT::Logger->debug("Using salt:",$db_p_salt); >>> ? ? ? ? ? ?if(${encrypt}->($password,$db_p_salt) ne $pass_from_db){ >>> ? ? ? ? ? ? ? ?$RT::Logger->info( ?$service, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$username, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"Password Incorrect"); >>> ? ? ? ? ? ? ? ?return 0; >>> ? ? ? ? ? ?} >>> ? ? ? ?} else { >>> ? ? ? ? ? ?if(${encrypt}->($password) ne $pass_from_db){ >>> ? ? ? ? ? ? ? ?$RT::Logger->info( ?$service, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?$username, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?"Password Incorrect"); >>> ? ? ? ? ? ? ? ?return 0; >>> ? ? ? ? ? ?} >>> ? ? ? ?} >>> ? ?} else { >>> ? ? ? ?# If the encryption package can't perform the request subroutine, >>> ? ? ? ?# dump an error and jump to the next external authentication service. >>> ? ? ? ?$RT::Logger->error($service, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?"AUTH FAILED", >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?"The encryption package you gave me (", >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_pkg, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?") does not support the encryption method >>> you specified (", >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?$db_p_enc_sub, >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ?")"); >>> ? ?return 0; >>> ? ?} >>> >>> >>> But i'm not shure where exactly. And how I can convert string to hash. >>> >>> I'm not familiar with perl ;/ >>> >>> >>> >>> Best >>> Adrian >>> >>> 2011/11/15 Zordrak : >>>> Adrian Stel wrote: >>>>> Hi, >>>>> >>>>> >>>>> Can't use string ("user password") as a HASH ref while "strict refs" >>>>> in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm >>>>> line 278. >>>>> >>>>> Problem is with type of user password. >>>>> >>>>> Still need to know where I should search. >>>> >>>> Search for the text "p_enc_sub". There's only one place it should be >>>> defined and it will be very close to where the password is submitted to >>>> that method as a string parameter. >>>> -- >>>> Zordrak >>>> zordrak at tpa.me.uk >>>> >>>> >>> >>> >>> >>> -- >>> Pozdrawiam >>> Adrian Stelmaszyk >>> >> >> >> >> -- >> Pozdrawiam >> Adrian Stelmaszyk >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Barcelona, Spain ?November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Pozdrawiam Adrian Stelmaszyk From ruz at bestpractical.com Thu Nov 17 05:58:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Nov 2011 14:58:38 +0400 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: On Thu, Nov 17, 2011 at 1:49 PM, Adrian Stel wrote: > Hi Ruslan, > > If I understand well: > > 1) apply patch - easy to do (just add line to > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm) > > 2) Here I have some question because I'm not sure how set 'p_enc_pkg' > and 'p_enc_sub' These are not required when p_check is set. p_check is a code inlined right into config that does whole job of checking password user entered against the hash. > I need add this check to RT_SiteConfig.pm: ?? Yes. > p_check => sub { > ? my ($hash, $pass) = @_; > ? use Authen::Passphrase; > ? return Authen::Passphrase->from_crypt($hash || '*')->match($pass); > }, > > > then RT_SiteConfig.pm looks like: > > > # The Perl package & subroutine used to encrypt passwords > # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" > # function, then you will need Crypt::MySQL::password, but for the > # MySQL4+ password function you will need Crypt::MySQL::password41 > # Alternatively, you could use Digest::MD5::md5_hex or any other > # encryption subroutine you can load in your perl installation > 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase', ? (???????) > 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'$P$', ? ? (????????) > p_check => sub { > ?my ($hash, $pass) = @_; > ?use Authen::Passphrase; > ?return Authen::Passphrase->from_crypt($hash || '*')->match($pass); > }, > #'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Crypt::MySQL', > #'p_enc_sub' ? ? ? ? ? ? ? ? => ?'password41', > # If your p_enc_sub takes a salt as a second parameter, > # uncomment this line to add your salt > #'p_salt' ? ? ? ? ? ? ? ? ? ?=> ?'SALT', > > > If i mix/miss something please correct me. Leave p_check and options that control how to find user in the DB, drop p_salt and p_enc_* options. > Best Regards > Adrian -- Best regards, Ruslan. From adisan82 at gmail.com Thu Nov 17 06:30:59 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Thu, 17 Nov 2011 12:30:59 +0100 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: Hi Ruslan, I comment in RT_SiteConfig.pm: #p_enc_pkg => #p_enc_sub => and put: p_check => sub { my ($hash, $pass) = @_; use Authen::Passphrase; return Authen::Passphrase->from_crypt($hash || '*')->match($pass); }, In log I can see: p_check for My_MySQL failed: unrecognised crypt scheme $H$ at /opt/rt4/etc/RT_SiteConfig.pm line 154 This is the line: 154 return Authen::Passphrase->from_crypt($hash || '*')->match($pass); I'm not sure if I put this p_check i right place, or I miss some '' ? Normal we have: ''p_enc_pkg' => 'Authen::Passphrase',' Should I live this p_check like this: 151 p_check => sub { 152 my ($hash, $pass) = @_; 153 use Authen::Passphrase; 154 return Authen::Passphrase->from_crypt($hash || '*')->match($pass); 155 }, 156 I can send you whole Set($ExternalSettings,) if it will help find issues. Best Adrian 2011/11/17 Ruslan Zakirov : > On Thu, Nov 17, 2011 at 1:49 PM, Adrian Stel wrote: >> Hi Ruslan, >> >> If I understand well: >> >> 1) apply patch - easy to do (just add line to >> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm) >> >> 2) Here I have some question because I'm not sure how set 'p_enc_pkg' >> and 'p_enc_sub' > > These are not required when p_check is set. p_check is a code inlined > right into config that does whole job of checking password user > entered against the hash. > >> I need add this check to RT_SiteConfig.pm: ?? > > Yes. > >> p_check => sub { >> ? my ($hash, $pass) = @_; >> ? use Authen::Passphrase; >> ? return Authen::Passphrase->from_crypt($hash || '*')->match($pass); >> }, >> >> >> then RT_SiteConfig.pm looks like: >> >> >> # The Perl package & subroutine used to encrypt passwords >> # e.g. if the passwords are stored using the MySQL v3.23 "PASSWORD" >> # function, then you will need Crypt::MySQL::password, but for the >> # MySQL4+ password function you will need Crypt::MySQL::password41 >> # Alternatively, you could use Digest::MD5::md5_hex or any other >> # encryption subroutine you can load in your perl installation >> 'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Authen::Passphrase', ? (???????) >> 'p_enc_sub' ? ? ? ? ? ? ? ? => ?'$P$', ? ? (????????) >> p_check => sub { >> ?my ($hash, $pass) = @_; >> ?use Authen::Passphrase; >> ?return Authen::Passphrase->from_crypt($hash || '*')->match($pass); >> }, >> #'p_enc_pkg' ? ? ? ? ? ? ? ? => ?'Crypt::MySQL', >> #'p_enc_sub' ? ? ? ? ? ? ? ? => ?'password41', >> # If your p_enc_sub takes a salt as a second parameter, >> # uncomment this line to add your salt >> #'p_salt' ? ? ? ? ? ? ? ? ? ?=> ?'SALT', >> >> >> If i mix/miss something please correct me. > > Leave p_check and options that control how to find user in the DB, > drop p_salt and p_enc_* options. > >> Best Regards >> Adrian > > -- > Best regards, Ruslan. > -- Pozdrawiam Adrian Stelmaszyk From ruz at bestpractical.com Thu Nov 17 07:24:49 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Nov 2011 16:24:49 +0400 Subject: [rt-users] RT::Authen::ExternalAuth with PHPass (phpbb3); In-Reply-To: References: <4EC1153D.6040208@tpa.me.uk> <4EC12D18.8090604@tpa.me.uk> <4EC24E30.4080904@tpa.me.uk> Message-ID: On Thu, Nov 17, 2011 at 3:30 PM, Adrian Stel wrote: > Hi Ruslan, > [snip] > > In log I can see: > > p_check for My_MySQL failed: unrecognised crypt scheme $H$ at > /opt/rt4/etc/RT_SiteConfig.pm line 154 Looks like it works. > This is the line: > > 154 ? return Authen::Passphrase->from_crypt($hash || '*')->match($pass); > > > I'm not sure if I put this p_check i right place, or I miss some '' ? Everything in its right place. However, according to http://www.openwall.com/phpass/ smart people in phpBB3 team changed $P$ to $H$ without changing meaning, so you need to oversmart them. Put the following line right before line 154 (return Authen...): $hash =~ s/^\$H\$/$P$/; That will replace $H$ in the beginning with $P$ and Authen::Passphrase should find proper module. -- Best regards, Ruslan. From jim.lesinski at gmail.com Thu Nov 17 08:52:03 2011 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 17 Nov 2011 08:52:03 -0500 Subject: [rt-users] How is RT-Extension-CustomField-HideEmptyValues supposed to work? Message-ID: Hello, Can someone tell me what RT-Extension-CustomField-HideEmptyValues is supposed to do? I have one drop down that filters values for other ones. I would have thought that the child drop downs would be hidden as they have no values until the parent is selected, but that doesn't seem to work the way I would expect it to. I attached an image. The ones with Arrows next to them are empty values. Should they be hidden with this extension or am I misunderstanding what the extension is supposed to do? Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: HideCustom.jpg Type: image/jpeg Size: 28872 bytes Desc: not available URL: From Sharon.Belliveau at frb.gov Thu Nov 17 09:53:49 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Thu, 17 Nov 2011 09:53:49 -0500 Subject: [rt-users] turning off automated e-mails In-Reply-To: References: Message-ID: <20111117144237.4F0582C43F5@ibastion.frb.gov> Tom - When we started using RT (3.6?), we set the template to 'Blank' for all scrips until we figured out which messages we did want to send. We then enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve. We briefly tried a user-defined scrip for a silent resolve. The scrip was tied to Custom Field called "Reply to Requestors?". See the RT wiki for how to implement this: http://requesttracker.wikia.com/wiki/Silent_Resolve_%28MuteResolve_ReRedux%29 We are moving to RT 4 shortly and plan to enable scrips that will send email for Reply and Comments. RT 4 has a 'Recipients' box on top of the page for updating ticket. This box contains a check list of those whose role allows them to receive the current Reply or Comment. One can silently add comments by unchecking names. After we move to RT 4, we will disable scrip that sends a reply to requestors when the ticket is resolved. Folks can post a Reply when resolving at ticket if they'd like to send information to the Requestor. Sharon Belliveau Federal Reserve Board Subject: Re: [rt-users] turning off automated e-mails Tom, Also, you can disable ALL the Global notification scrips and just create what you want at the Queue level. The option to select whether you want an email to go out, with the default being NO, is not there, that I know of. However, if it is really that important, ask BP what it would cost to modify your version for you. Kenn LBNL On Tue, Nov 15, 2011 at 7:45 AM, Giuseppe Sollazzo wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi Tom, > there's a much simpler way of dealing with it: I guess you want to > have a look at Scrips and Templates. > > You can disable some of them. For example, Autoreply is the one > triggered when a ticket is created, Correspond is the one triggered > for any other reply except for a ticket resolution, Resolved is the > resolution. > > Possibly, you want to leave just Autoreply and Resolved as active. > > Giuseppe > > On 15/11/11 15:24, Tom Hansen wrote: > > > > I am new to RT but I have done extensive searching on this and > > have not found what I am looking for. So, apologies if this is an > > FAQ that I have somehow missed. > > > > Basically, I want to set up RT4 so that it will only send e-mails > > upon explicit request. No e-mails on ticket creation, no e-mails > > on status change, no e-mails on adding comments/replies. > > > > I would just like, on every reply/comment, to have an "e-mail > > this" option so that an admin can very simply choose at the time > > of entering a reply or comment, to actually send as an e-mail. > > The DEFAULT would always be to NOT send any e-mails to anyone, and > > even if you choose to update a requestor on a particular reply or > > comment, I don't want that action to "turn on the faucet" for that > > user- I want the default to always be NO E-MAIL. > > > > Why is this? Because I know that my user base would be irritated > > by such e-mails. I know I am when I get automated replies like > > "Your ticket #7546564 has been received. Our next available tech > > will respond." It's like calling an 800 number and getting the > > infamous "your call is very important to us. Please hold and your > > call will be answered in the order it was received." > > > > I ultimately would like the user to receive usually just one > > e-mail when the ticket is closed, consisting of a personal message > > from one of us that also gets recorded in RT. That's it. And even > > that should be optional. Even if the problem had to be bounced > > between two techs, escalated, placed on hold for a day pending > > response from the vendor, before finally being resolved by a third > > tech, and the manager. I just don't want the user going on that > > roller-coaster ride with us unless they want to, and then we would > > only want to manually send out those pieces of information that we > > explicitly choose to share, at the time that we want to share it. > > > > I don't want RT sending out ANY e-mails automatically, EVER. > > > > But I still want the capability to manually choose to send any > > reply/comment from RT to a user if need be. But only on explicit > > manual request from the admin entering the information into RT. > > > > This sounds like such a simple, obvious scenario, yet I find > > support for it nowhere. Must I spend a week learning the internals > > of RT and write my own extension, to just set it so that it will > > only send e-mails manually? > > > > > > For now I have implemented a quick fix to allow me to use RT: I > > inserted an "exit" statement into the top of the Perl code routine > > that sends e-mails -- it was the top recommendation on the wiki -- > > and then I went in and, via a custom callback I got from the Wiki, > > suppressed the listing of those numerous "e-mail sent" entries > > that pollute the ticket history. But this solution means that I'm > > forever copying and pasting to and from e-mails to users. Which > > is fine, it's doable. But why does it need to be so hard to just > > turn off automatic e-mailing from RT? > > > > > From ktm at rice.edu Thu Nov 17 10:03:10 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 17 Nov 2011 09:03:10 -0600 Subject: [rt-users] turning off automated e-mails In-Reply-To: <20111117144237.4F0582C43F5@ibastion.frb.gov> References: <20111117144237.4F0582C43F5@ibastion.frb.gov> Message-ID: <20111117150310.GC27589@staff-mud-56-27.rice.edu> On Thu, Nov 17, 2011 at 09:53:49AM -0500, Sharon.Belliveau at frb.gov wrote: > Tom - > > When we started using RT (3.6?), we set the template to 'Blank' for all > scrips until we figured out which messages we did want to send. We then > enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve. > > We briefly tried a user-defined scrip for a silent resolve. The scrip was > tied to Custom Field called "Reply to Requestors?". See the RT wiki for > how to implement this: > http://requesttracker.wikia.com/wiki/Silent_Resolve_%28MuteResolve_ReRedux%29 > > We are moving to RT 4 shortly and plan to enable scrips that will send > email for Reply and Comments. RT 4 has a 'Recipients' box on top of the > page for updating ticket. This box contains a check list of those whose > role allows them to receive the current Reply or Comment. One can silently > add comments by unchecking names. After we move to RT 4, we will disable > scrip that sends a reply to requestors when the ticket is resolved. Folks > can post a Reply when resolving at ticket if they'd like to send > information to the Requestor. > > Sharon Belliveau > Federal Reserve Board > Hi Sharon and Tom, One approach that we use is to define a custom field called something like "Send Resolve". Then update the resolve scrips to check for that custom field and if it is set to no, do not send the notice. Cheers, Ken From trs at bestpractical.com Thu Nov 17 10:21:48 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 17 Nov 2011 10:21:48 -0500 Subject: [rt-users] How is RT-Extension-CustomField-HideEmptyValues supposed to work? In-Reply-To: References: Message-ID: <4EC5268C.6020003@bestpractical.com> On 11/17/2011 08:52 AM, Jim Lesinski wrote: > Can someone tell me what RT-Extension-CustomField-HideEmptyValues is > supposed to do? I have one drop down that filters values for other ones. > I would have thought that the child drop downs would be hidden as they > have no values until the parent is selected, but that doesn't seem to > work the way I would expect it to. > > I attached an image. The ones with Arrows next to them are empty values. > Should they be hidden with this extension or am I misunderstanding what > the extension is supposed to do? That extension affects only display, not editing, of CFs. That is, it changes the /Ticket/Display.html page. If it hid the empty CFs when editing, you'd never be able to add a value for normal CFs that weren't filtered on another CF. Thomas From yan at seiner.com Thu Nov 17 13:16:29 2011 From: yan at seiner.com (Yan Seiner) Date: Thu, 17 Nov 2011 10:16:29 -0800 (PST) Subject: [rt-users] pdf thumbnail shows as broken Message-ID: <2660f7552dab0621a900f9398420e9bb.squirrel@mail.seiner.com> We're uploading some pdf files into custom fields as images. We need to do this as we want the pdfs to be clickable in searches. The problem is that the thumbnails show as broken images. I'm guessing this is because RT doesn't know how to make thumbnails from pdfs. We want to either have the thumbnails show up or turn off the thumbnails for pdfs and eliminate the broken image icon. I found this: http://search.cpan.org/~leocharre/Image-Magick-Thumbnail-PDF-1.13/lib/Image/Magick/Thumbnail/PDF.pm but as I am constitutionally incapable of programming in perl this does not help me much. Is anyone aware of a plugin for this? Or know a way to turn off the thumbnails for pdfs? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From trs at bestpractical.com Thu Nov 17 13:51:46 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 17 Nov 2011 13:51:46 -0500 Subject: [rt-users] pdf thumbnail shows as broken In-Reply-To: <2660f7552dab0621a900f9398420e9bb.squirrel@mail.seiner.com> References: <2660f7552dab0621a900f9398420e9bb.squirrel@mail.seiner.com> Message-ID: <4EC557C2.3000104@bestpractical.com> On 11/17/2011 01:16 PM, Yan Seiner wrote: > We're uploading some pdf files into custom fields as images. We need to > do this as we want the pdfs to be clickable in searches. That's the wrong approach. You should upload your PDFs into Upload a file CFs and extend the column map (using callbacks) to allow you to interpolate the file's URL within RT inside your format string. > The problem is that the thumbnails show as broken images. I'm guessing > this is because RT doesn't know how to make thumbnails from pdfs. RT isn't thumbnailing what you upload when it displays the CF value for you. Since it is an image CF, RT simply spits out an HTML tag that points to the image URL within RT. I don't know of any browser that renders PDFs in tags. Thomas From vance_walsh at concordacademy.org Thu Nov 17 14:34:16 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 17 Nov 2011 14:34:16 -0500 Subject: [rt-users] Nightly enoch root script change Message-ID: Presently by default the nightly script runs to move items from any stalled state to opn when the "Starts" Date arrives. Is there a way to also have the script clear the "Starts" field as well? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jared.b.griffith at gmail.com Thu Nov 17 16:31:17 2011 From: jared.b.griffith at gmail.com (Jared Griffith) Date: Thu, 17 Nov 2011 13:31:17 -0800 Subject: [rt-users] make upgrade-database fails Message-ID: Apparently this isn't a bug, was wondering if any of you have run into the following scenario: I am trying to upgrade from version 3.6.11 to the most recent. When running make upgrade-database, it errors out with the following: DBI connect('dbname=rt3;host= localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 103 Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165 make: *** [upgrade-database] Error 255 I have verified that I can access the mysql server with the user and password that I am using, so I am at a loss as to what to do here. -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Fri Nov 18 04:43:14 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 18 Nov 2011 09:43:14 +0000 Subject: [rt-users] Print tickets? Message-ID: <4EC628B2.3080907@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, is there any extension allowing tickets to be printed in fully or partially? Something generating like a "printable version" a' la wikipedia. Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOxih+AAoJEAqigArPBfJXhHIH/2IsOfoN8GcWRaQBk38w6nAa AkNuw0PvEvibnCGJ2E+cDb7tEbXAT6ywt8HjKvECxnjogbu7Hn4/zRmsbmnDxj0L z6Y+h/fAfY/0fxmuZSeFAperJmKzAFDBR+bbb5clUQP8msDuHxL8iQcJC48iSEsh Ff5XjhXExdYstPkXMGgbhe6ThpFdbB9TIdtpACepmGp7ArGrqBlnZzefaqI5SvXm n1TrjZEVREbVPDZFzSTceGGtXRd4l5XV/8Jonvutx74BIspOlyUAnDvVr8wVBHeN YWenf9D13oJ6n6w9EgGB2VJJYioGZdwp4+vaOGEVeOu7Rt0d7AfXzcXW4j1cu9M= =6tgg -----END PGP SIGNATURE----- From esuarez at itccanarias.org Fri Nov 18 05:23:01 2011 From: esuarez at itccanarias.org (Eduardo Suarez-Santana) Date: Fri, 18 Nov 2011 10:23:01 +0000 Subject: [rt-users] Email address in use Message-ID: <4EC63205.6010105@itccanarias.org> I am autocreating users from apache client certificate authentication. Everyone in my organization can access the site. However, there is a problem. Let's say John has never logged into RT. Then, he sends a mail to the system. An unprivileged account is created for him. Afterwards, he logs into the system and a privileged account is created. But his email was already in the system, so his email is not associated with his account. If I try to change by hand, I get 'email address already in use'. Is it possible to avoid this behaviour? Running RT-3.8. Thanks in advance, -Eduardo From seanmcdaid2000 at gmail.com Fri Nov 18 08:34:37 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Fri, 18 Nov 2011 13:34:37 +0000 Subject: [rt-users] Upgrading from RT 3.6.2 to RT 4.0.4 Message-ID: Hello, I'm am working on upgrading from RT 3.6.4rc2 to RT 4.0.4. I am having some difficulties with the sequence of instructions provided in README, UPGRADING.mysql and version upgrades (UPGRADING-3.6, UPGRADING-3.8 and UPGRADING-4.0). Even though I have MySQL version 4.1 but as I am running RT 3.6 I must follow the procedure outlined in UPGRADING.mysql. This tells me to follow the instruction in README up to point 6b. In README step 2 I have to run "./configure", do I run this with default options or specify: "--with-db-database=rt3" (to point to my current database)? After this I fix all the required dependencies. I skip README 6a as I am upgrading, instead I follow README 6b where I run "make upgrade", which works. After "make upgrade" it tells me to run "make upgrade-database" which tries to connect to rt4 database (with ./configure default) or rt3 database if I used "--with-db-database=rt3", both of these fail with: "Access denied for user 'rt_user'@'localhost' to database 'rt3'" OR "Access denied for user 'root'@'localhost'" (if I used root) I guess I missed something which caused this failure. Any ideas? It then directs me back to UPGRADING.mysql step 4 which tells me to apply "Apply the RT 3.8 schema upgrades.". Is this "etc/upgrade/ upgrade-mysql-schema.pl"? Are these steps correct? Or is there a worked example of an upgrade frmo RT3 to RT4? Also at what point am I supposed to apply the changes outlined in UPGRADING-3.6, UPGRADING-3.8 and UPGRADING-4.0? Thanks for any help! Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Nov 18 10:15:35 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 18 Nov 2011 10:15:35 -0500 Subject: [rt-users] Print tickets? In-Reply-To: <4EC628B2.3080907@sgul.ac.uk> References: <4EC628B2.3080907@sgul.ac.uk> Message-ID: <4EC67697.1020109@bestpractical.com> On 11/18/2011 04:43 AM, Giuseppe Sollazzo wrote: > is there any extension allowing tickets to be printed in fully or > partially? Something generating like a "printable version" a' la > wikipedia. We have a branch to improve the printing styles. It's not yet merged, but you can see the changes here: https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css You could apply the diff manually to your print.css: https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff Thomas From ruz at bestpractical.com Fri Nov 18 10:47:57 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Nov 2011 19:47:57 +0400 Subject: [rt-users] Print tickets? In-Reply-To: <4EC67697.1020109@bestpractical.com> References: <4EC628B2.3080907@sgul.ac.uk> <4EC67697.1020109@bestpractical.com> Message-ID: On Fri, Nov 18, 2011 at 7:15 PM, Thomas Sibley wrote: > On 11/18/2011 04:43 AM, Giuseppe Sollazzo wrote: >> is there any extension allowing tickets to be printed in fully or >> partially? Something generating like a "printable version" a' la >> wikipedia. > > We have a branch to improve the printing styles. ?It's not yet merged, > but you can see the changes here: > > https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css > > You could apply the diff manually to your print.css: > > https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff To be clear you just print ticket and not required parts are skipped. Browsers allow you to preview what would be printed. What Thomas mentions here is updated version of the print.css. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From gsollazz at sgul.ac.uk Fri Nov 18 10:57:34 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 18 Nov 2011 15:57:34 +0000 Subject: [rt-users] Print tickets? In-Reply-To: References: <4EC628B2.3080907@sgul.ac.uk> <4EC67697.1020109@bestpractical.com> Message-ID: <4EC6806E.3010801@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 18/11/11 15:47, Ruslan Zakirov wrote: >> >> >> We have a branch to improve the printing styles. It's not yet >> merged, but you can see the changes here: >> >> https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css >> >> >> You could apply the diff manually to your print.css: >> >> https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff > > >> To be clear you just print ticket and not required parts are skipped. > Browsers allow you to preview what would be printed. What Thomas > mentions here is updated version of the print.css. Thanks both for the answer! This looks great and I'll give it a try into its current setting. So basically I can just edit stuff out by using "!important"? My question was more about whether there are plans for an extension allowing users to select dynamically what they want to print - although the css is good enough for the moment Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOxoBuAAoJEAqigArPBfJXsBEH/it3W9HSn587uut0vUAnMAwK 2DYyTEqUejTyt6frpJZEnO/UXXMcs/zmeQd8B1SzE2wIB77g/skKlrN4Lw6663xI dcYPUD5AV/+qW+lJ9xeEMDQZTcH6JBoh9zV4W5EXXYZWjNyFKh3kLmp8YCTfNEJo Ndr5hKEil2yuhSSQN1I08nsRXOyCkoMSYNSZ/lSwrb3cEf57BJoZjPsJl5PSQ1Tk MhN4aAGkKCshaYegvxfFhbvIFrJKIomFaDwEi+/CkD8YxZUojKU1Q/SZ22NYD3x/ gIuJscXpbk4i7BA2STru5SyxhC/TGDXKRn8fO2RztuuzG+xmu5PVTCPzhISsxEE= =EA6u -----END PGP SIGNATURE----- From falcone at bestpractical.com Fri Nov 18 11:06:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 11:06:41 -0500 Subject: [rt-users] make upgrade-database fails In-Reply-To: References: Message-ID: <20111118160641.GV1021@jibsheet.com> On Thu, Nov 17, 2011 at 01:31:17PM -0800, Jared Griffith wrote: > Apparently this isn't a bug, was wondering if any of you have run into the following scenario: > > I am trying to upgrade from version 3.6.11 to the most recent. When running make > upgrade-database, it errors out with the following: > > DBI connect('dbname=rt3;host= > localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using > password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 103 > Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) > at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165 > make: *** [upgrade-database] Error 255 > > I have verified that I can access the mysql server with the user and password that I am using, > so I am at a loss as to what to do here. > Unfortunately, you've cut out all the interesting things, such as what upgrade-database says at the beginning about how the connection is going to happen. Also, you've not shown how you connect successfully. Without that information, anything would be a guess. My guess is that you've granted your rights to rt_user on a different host. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From SHersker at TNGUS.com Fri Nov 18 11:24:47 2011 From: SHersker at TNGUS.com (Hersker, Steve) Date: Fri, 18 Nov 2011 11:24:47 -0500 Subject: [rt-users] RT 4.0 - Exclude "deactivated" users from ajax email completion? Message-ID: <90C71D62835D734386E14C865CC4DD9A4B1283@tng-exchange.tngus.com> When a user leaves, we "deactivate" their RT account by removing "...be granted rights" as well as putting TERMINATED and the date in the Comments field. In RT 3.8, we used RTx::EmailCompletion and by removing "....user access RT" (or "...be granted rights" - to be honest, I don't remember which) it would prevent that user from showing up in the java script for email completion but would still show their name as a Requestor on the Ticket Display. In RT 4.0, if we remove "...user can access RT", they no longer show up in the email completion however they also don't show up as the Requestor of any of their tickets. (Not good for historical reasons) Is there a way to keep them from showing in email completion but still allow them to show as Requestors? Via RT_SiteConfig you can compare against whatever fields you'd like but I'm looking for a way to exclude users based on something not entered in the email field. (eg if Commets STARTSWITH "Terminated"). I'm thinking it's a permissions issue in how we have RT configured. I gave Unprivileged users the "Sign up as a ticket Requestor" and they show as ticket Requestors but still also show up in the email completion. If anyone has any hints, suggestions, solutions, workarounds, etc, I'd appreciate it! Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Nov 18 12:13:45 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Nov 2011 21:13:45 +0400 Subject: [rt-users] RT 4.0 - Exclude "deactivated" users from ajax email completion? In-Reply-To: <90C71D62835D734386E14C865CC4DD9A4B1283@tng-exchange.tngus.com> References: <90C71D62835D734386E14C865CC4DD9A4B1283@tng-exchange.tngus.com> Message-ID: On Fri, Nov 18, 2011 at 8:24 PM, Hersker, Steve wrote: > When a user leaves, we ?deactivate? their RT account by removing ??be > granted rights? as well as putting TERMINATED and the date in the Comments > field. You should mark users as disabled. Even if you revoke rights they still can inherit some from Everyone/Privileged/Unprivileged roles and use email interface for example. If you can not disable them then you have to add additional Limit calls into autocompletion helpers (share/html/Helpers/Autocomplete/...). > In RT 3.8, we used RTx::EmailCompletion and by removing ??.user access RT? > (or ??be granted rights? ? to be honest, I don?t remember which) it would > prevent that user from showing up in the java script for email completion > but would still show their name as a Requestor on the Ticket Display. > > > > In RT 4.0, if we remove ??user can access RT?, they no longer show up in the > email completion however they also don?t show up as the Requestor of any of > their tickets. (Not good for historical reasons) > > > > Is there a way to keep them from showing in email completion but still allow > them to show as Requestors? Via RT_SiteConfig you can compare against > whatever fields you?d like but I?m looking for a way to exclude users based > on something not entered in the email field. (eg if Commets STARTSWITH > ?Terminated?). > > > > I?m thinking it?s a permissions issue in how we have RT configured. I gave > Unprivileged users the ?Sign up as a ticket Requestor? and they show as > ticket Requestors but still also show up in the email completion. > > > > If anyone has any hints, suggestions, solutions, workarounds, etc, I?d > appreciate it! > > > > Thanks > > Steve > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From falcone at bestpractical.com Fri Nov 18 12:26:14 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 12:26:14 -0500 Subject: [rt-users] Scrip to check who updated a CustomField In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2635693B54@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2635693B54@EXCCR01.eps.local> Message-ID: <20111118172614.GW1021@jibsheet.com> On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote: > I have scrips that will check the value of a custom field and perform actions based on it. > > But what I can't seem to figure out is how to show who made the custom field change. > > Specifically, I'm trying to compare who updated 2 custom fields. I have a case where I have a > group of users allowed to change these 2 fields, but the same user isn't allowed to change > both. So I need to compare who changed the 2 fields, and if they're the same user, perform an > action (ie: set ticket stalled or email adminCC's or whatever). > > I'm pretty new to object oriented programming (especially under Perl), but it looks like I > should be able to check "LastUpdatedBy"; I'm just not sure how. I suspect you want the Transaction object's CreatorObj which will be the user who made the change. Transactions don't tend to be updated, so LastUpdatedByObj should be the same as CreatorObj -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 18 12:32:01 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 12:32:01 -0500 Subject: [rt-users] Nightly enoch root script change In-Reply-To: References: Message-ID: <20111118173201.GX1021@jibsheet.com> On Thu, Nov 17, 2011 at 02:34:16PM -0500, Vance Walsh wrote: > Presently by default the nightly script runs to move items from any stalled state to opn when > the "Starts" Date arrives. > Is there a way to also have the script clear the "Starts" field as well? This sounds like a custom script you wrote, since RT doesn't ship with anything like that. If you share the script, someone might be able to comment. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 18 12:33:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 12:33:12 -0500 Subject: [rt-users] Email address in use In-Reply-To: <4EC63205.6010105@itccanarias.org> References: <4EC63205.6010105@itccanarias.org> Message-ID: <20111118173312.GY1021@jibsheet.com> On Fri, Nov 18, 2011 at 10:23:01AM +0000, Eduardo Suarez-Santana wrote: > I am autocreating users from apache client certificate > authentication. Everyone in my organization can access the site. > > However, there is a problem. Let's say John has never logged into > RT. Then, he sends a mail to the system. An unprivileged account is > created for him. Afterwards, he logs into the system and a > privileged account is created. > > But his email was already in the system, so his email is not > associated with his account. If I try to change by hand, I get > 'email address already in use'. > > Is it possible to avoid this behaviour? Running RT-3.8. You can fix it by searching for the Unprivileged user and changing the username to John. You can change it longer-term by writing a local/lib/RT/User_Local.pm which overrides CanonicalizeUserInfo and causes the username to be correct from the start. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 18 12:38:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 12:38:22 -0500 Subject: [rt-users] Upgrading from RT 3.6.2 to RT 4.0.4 In-Reply-To: References: Message-ID: <20111118173822.GZ1021@jibsheet.com> On Fri, Nov 18, 2011 at 01:34:37PM +0000, Sean McDaid wrote: > Hello, > > I'm am working on upgrading from RT 3.6.4rc2 to RT 4.0.4. > > I am having some difficulties with the sequence of instructions provided in > README, UPGRADING.mysql and version upgrades (UPGRADING-3.6, UPGRADING-3.8 > and UPGRADING-4.0). > > Even though I have MySQL version 4.1 but as I am running RT 3.6 I must > follow the procedure outlined in UPGRADING.mysql. > > This tells me to follow the instruction in README up to point 6b. In README > step 2 I have to run "./configure", do I run this with default options or > specify: "--with-db-database=rt3" (to point to my current database)? You run it with all the applicable options for your site. > After this I fix all the required dependencies. > > I skip README 6a as I am upgrading, instead I follow README 6b where I run > "make upgrade", which works. > > After "make upgrade" it tells me to run "make upgrade-database" which tries > to connect to rt4 database (with ./configure default) or rt3 database if I > used "--with-db-database=rt3", both of these fail with: > "Access denied for user 'rt_user'@'localhost' to database 'rt3'" OR > "Access denied for user 'root'@'localhost'" (if I used root) > I guess I missed something which caused this failure. Any ideas? Check your permissions configuration to ensure that mysql allows root and rt_user to connect from localhost, not just over a socket. > It then directs me back to UPGRADING.mysql step 4 which tells me to apply > "Apply the RT 3.8 schema upgrades.". Is this "etc/upgrade/ > upgrade-mysql-schema.pl"? That script outputs sql which you run. > Are these steps correct? Or is there a worked example of an upgrade frmo > RT3 to RT4? You seem to have missed a few steps from UPGRADING-3.6/3.8 which have you run standalone scripts (like shrinking your cgm/transaction table and fixing passwords) but in general that seems like the correct flow. You've read the relevant blog post on the topic? http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 18 12:39:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 12:39:03 -0500 Subject: [rt-users] Print tickets? In-Reply-To: <4EC6806E.3010801@sgul.ac.uk> References: <4EC628B2.3080907@sgul.ac.uk> <4EC67697.1020109@bestpractical.com> <4EC6806E.3010801@sgul.ac.uk> Message-ID: <20111118173903.GA1021@jibsheet.com> On Fri, Nov 18, 2011 at 03:57:34PM +0000, Giuseppe Sollazzo wrote: > > My question was more about whether there are plans for an extension > allowing users to select dynamically what they want to print - > although the css is good enough for the moment I'm not aware of a planned extension for this -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Fri Nov 18 12:42:40 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Nov 2011 21:42:40 +0400 Subject: [rt-users] Print tickets? In-Reply-To: <20111118173903.GA1021@jibsheet.com> References: <4EC628B2.3080907@sgul.ac.uk> <4EC67697.1020109@bestpractical.com> <4EC6806E.3010801@sgul.ac.uk> <20111118173903.GA1021@jibsheet.com> Message-ID: On Fri, Nov 18, 2011 at 9:39 PM, Kevin Falcone wrote: > On Fri, Nov 18, 2011 at 03:57:34PM +0000, Giuseppe Sollazzo wrote: >> >> My question was more about whether there are plans for an extension >> allowing users to select dynamically what they want to print - >> although the css is good enough for the moment > > I'm not aware of a planned extension for this As far as I remember rolled blocks are not printed, so users can already pick what gets printed. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From jared.b.griffith at gmail.com Fri Nov 18 12:46:27 2011 From: jared.b.griffith at gmail.com (Jared Griffith) Date: Fri, 18 Nov 2011 09:46:27 -0800 Subject: [rt-users] make upgrade-database fails In-Reply-To: <20111118160641.GV1021@jibsheet.com> References: <20111118160641.GV1021@jibsheet.com> Message-ID: Yeah, um, since I've been doing this for 11 years, I am pretty certain I know where and what I granted privileges too. I did actually solve the problem by making sure that the RT_SiteConfig.pm had the correct settings. On Fri, Nov 18, 2011 at 8:06 AM, Kevin Falcone wrote: > On Thu, Nov 17, 2011 at 01:31:17PM -0800, Jared Griffith wrote: > > Apparently this isn't a bug, was wondering if any of you have run > into the following scenario: > > > > I am trying to upgrade from version 3.6.11 to the most recent. When > running make > > upgrade-database, it errors out with the following: > > > > DBI connect('dbname=rt3;host= > > localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' > (using > > password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm > line 103 > > Connect Failed Access denied for user 'rt_user'@'localhost' (using > password: YES) > > at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165 > > make: *** [upgrade-database] Error 255 > > > > I have verified that I can access the mysql server with the user and > password that I am using, > > so I am at a loss as to what to do here. > > > > Unfortunately, you've cut out all the interesting things, such as what > upgrade-database says at the beginning about how the connection is > going to happen. Also, you've not shown how you connect successfully. > > Without that information, anything would be a guess. My guess is that > you've granted your rights to rt_user on a different host. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Nov 18 12:53:39 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 12:53:39 -0500 Subject: [rt-users] make upgrade-database fails In-Reply-To: References: <20111118160641.GV1021@jibsheet.com> Message-ID: <20111118175339.GB1021@jibsheet.com> On Fri, Nov 18, 2011 at 09:46:27AM -0800, Jared Griffith wrote: > Yeah, um, since I've been doing this for 11 years, I am pretty certain I know where and what I > granted privileges too. I did actually solve the problem by making sure that the > RT_SiteConfig.pm had the correct settings. Glad to hear it was just a configuration problem and not an RT bug. -kevin > On Fri, Nov 18, 2011 at 8:06 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Thu, Nov 17, 2011 at 01:31:17PM -0800, Jared Griffith wrote: > > Apparently this isn't a bug, was wondering if any of you have run into the following > scenario: > > > > I am trying to upgrade from version 3.6.11 to the most recent. When running make > > upgrade-database, it errors out with the following: > > > > DBI connect('dbname=rt3;host= > > localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using > > password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 103 > > Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) > > at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165 > > make: *** [upgrade-database] Error 255 > > > > I have verified that I can access the mysql server with the user and password that I am > using, > > so I am at a loss as to what to do here. > > > > Unfortunately, you've cut out all the interesting things, such as what > upgrade-database says at the beginning about how the connection is > going to happen. Also, you've not shown how you connect successfully. > > Without that information, anything would be a guess. My guess is that > you've granted your rights to rt_user on a different host. > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jared.b.griffith at gmail.com Fri Nov 18 13:46:04 2011 From: jared.b.griffith at gmail.com (Jared Griffith) Date: Fri, 18 Nov 2011 10:46:04 -0800 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors Message-ID: Here's the entire situation. I have been tasked with migrating and upgrading our rt system to a new system, complete with MySQL 5, CentOS 6, and all the latest and greatest. At this point I have followed the README and the UPGRADING.mysql documentation and followed everything there. When running make upgrade-database the first time, and only upgrading to 3.7.87 after of course changing the MySQL default character set, I did not receive any errors. Once I completed that, then ran the upgrade-mysql-schema.pl part, I came back to run the make upgrade-database again, and upon doing so got the following errors: DB Upgrade Errors: make upgrade-database /usr/bin/perl -I/storage/www/rt3/local/lib -I/storage/www/rt3/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password Odd number of elements in anonymous hash at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071. Use of uninitialized value $_[8] in anonymous hash ({}) at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071. Odd number of elements in hash assignment at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072. Use of uninitialized value within @_ in list assignment at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072. Subroutine _InitSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63. Subroutine _SQLLimit redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87. Subroutine _SQLJoin redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106. Subroutine _OpenParen redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116. Subroutine _CloseParen redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119. Subroutine _close_bundle redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170. Subroutine _parser redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201. Subroutine ClausesToSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377. Subroutine FromSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477. Subroutine Query redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543. In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA: root Enter RT version you're upgrading from: 3.7.87 Going to apply following upgrades: * 3.8.0 * 3.8.1 * 3.8.2 * 3.8.3 * 3.8.4 * 3.8.6 * 3.8.8 * 3.8.9 * 3.9.1 * 3.9.2 * 3.9.3 * 3.9.5 * 3.9.6 * 3.9.7 * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 * 4.0.3 * 4.0.4 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.0 Now inserting data. Processing 3.8.1 Now inserting data. Processing 3.8.2 Now inserting data. [Fri Nov 18 18:26:20 2011] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Fri Nov 18 18:26:21 2011] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-KyRb' file. (./etc/upgrade/3.8.2/content:165) Processing 3.8.3 Now inserting data. [Fri Nov 18 18:26:27 2011] [error]: Template not found (/home/jared/rt-4.0.4/sbin/../lib/RT/Handle.pm:1037) Processing 3.8.4 Now inserting data. Processing 3.8.6 Now inserting data. Processing 3.8.8 Now inserting data. [Fri Nov 18 18:26:44 2011] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) Processing 3.8.9 Now inserting data. [Fri Nov 18 18:26:50 2011] [warning]: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://gdmxchange.com/ticket/, maybe Organization config was changed? (/home/jared/rt-4.0.4/sbin/../lib/RT/URI.pm:146) [Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627) [Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627) [Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Done. Is that normal to see those errors? Also, when restarting the Apache server, I am getting the following errors from that: HTTPD Restart Starting httpd: Odd number of elements in anonymous hash at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1071. Use of uninitialized value $_[8] in anonymous hash ({}) at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1071. Odd number of elements in hash assignment at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1072. Use of uninitialized value within @_ in list assignment at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1072. Is that normal as well? Another fun fact is that I also moved the install from the default /opt to the /storage location in the error messages. Would this be causing the issues even though when I ran the configure I made sure to specify the new location? -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Fri Nov 18 13:53:27 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 18 Nov 2011 12:53:27 -0600 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: References: Message-ID: When we recently upgraded from 3.8.4 to 4.0.2 we also received: [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) and [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm With these, our RT instance runs fine. I do not have any errors when trying to restart Apache though. Just my $0.02 worth. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jared Griffith Sent: Friday, November 18, 2011 12:46 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors Here's the entire situation. I have been tasked with migrating and upgrading our rt system to a new system, complete with MySQL 5, CentOS 6, and all the latest and greatest. At this point I have followed the README and the UPGRADING.mysql documentation and followed everything there. When running make upgrade-database the first time, and only upgrading to 3.7.87 after of course changing the MySQL default character set, I did not receive any errors. Once I completed that, then ran the upgrade-mysql-schema.pl part, I came back to run the make upgrade-database again, and upon doing so got the following errors: DB Upgrade Errors: make upgrade-database /usr/bin/perl -I/storage/www/rt3/local/lib -I/storage/www/rt3/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password Odd number of elements in anonymous hash at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071. Use of uninitialized value $_[8] in anonymous hash ({}) at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071. Odd number of elements in hash assignment at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072. Use of uninitialized value within @_ in list assignment at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072. Subroutine _InitSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63. Subroutine _SQLLimit redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87. Subroutine _SQLJoin redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106. Subroutine _OpenParen redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116. Subroutine _CloseParen redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119. Subroutine _close_bundle redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170. Subroutine _parser redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201. Subroutine ClausesToSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377. Subroutine FromSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477. Subroutine Query redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543. In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA: root Enter RT version you're upgrading from: 3.7.87 Going to apply following upgrades: * 3.8.0 * 3.8.1 * 3.8.2 * 3.8.3 * 3.8.4 * 3.8.6 * 3.8.8 * 3.8.9 * 3.9.1 * 3.9.2 * 3.9.3 * 3.9.5 * 3.9.6 * 3.9.7 * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 * 4.0.3 * 4.0.4 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.0 Now inserting data. Processing 3.8.1 Now inserting data. Processing 3.8.2 Now inserting data. [Fri Nov 18 18:26:20 2011] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Fri Nov 18 18:26:21 2011] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-KyRb' file. (./etc/upgrade/3.8.2/content:165) Processing 3.8.3 Now inserting data. [Fri Nov 18 18:26:27 2011] [error]: Template not found (/home/jared/rt-4.0.4/sbin/../lib/RT/Handle.pm:1037) Processing 3.8.4 Now inserting data. Processing 3.8.6 Now inserting data. Processing 3.8.8 Now inserting data. [Fri Nov 18 18:26:44 2011] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) Processing 3.8.9 Now inserting data. [Fri Nov 18 18:26:50 2011] [warning]: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://gdmxchange.com/ticket/, maybe Organization config was changed? (/home/jared/rt-4.0.4/sbin/../lib/RT/URI.pm:146) [Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627) [Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627) [Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Done. Is that normal to see those errors? Also, when restarting the Apache server, I am getting the following errors from that: HTTPD Restart Starting httpd: Odd number of elements in anonymous hash at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1071. Use of uninitialized value $_[8] in anonymous hash ({}) at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1071. Odd number of elements in hash assignment at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1072. Use of uninitialized value within @_ in list assignment at /storage/www/rt3/sbin/../lib/RT/Config.pm line 1072. Is that normal as well? Another fun fact is that I also moved the install from the default /opt to the /storage location in the error messages. Would this be causing the issues even though when I ran the configure I made sure to specify the new location? -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Nov 18 14:03:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 14:03:52 -0500 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: References: Message-ID: <20111118190352.GC1021@jibsheet.com> On Fri, Nov 18, 2011 at 10:46:04AM -0800, Jared Griffith wrote: > Odd number of elements in anonymous hash at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line > 1071. > Use of uninitialized value $_[8] in anonymous hash ({}) at > /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071. > Odd number of elements in hash assignment at /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm > line 1072. > Use of uninitialized value within @_ in list assignment at > /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072. > Subroutine _InitSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63. > Subroutine _SQLLimit redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87. > Subroutine _SQLJoin redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106. > Subroutine _OpenParen redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116. > Subroutine _CloseParen redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119. > Subroutine _close_bundle redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170. > Subroutine _parser redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201. > Subroutine ClausesToSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377. > Subroutine FromSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477. > Subroutine Query redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543. ... > Another fun fact is that I also moved the install from the default /opt to the /storage > location in the error messages. Would this be causing the issues even though when I ran the > configure I made sure to specify the new location? You appear to have installed RT4 on top of an existing RT3 install This is warned against pretty vigorously in the first part of docs/UPGRADING-4.0 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jared.b.griffith at gmail.com Fri Nov 18 14:07:54 2011 From: jared.b.griffith at gmail.com (Jared Griffith) Date: Fri, 18 Nov 2011 11:07:54 -0800 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: <20111118190352.GC1021@jibsheet.com> References: <20111118190352.GC1021@jibsheet.com> Message-ID: Can I use the same RT_SiteConfig.pm from the 3 install? On Fri, Nov 18, 2011 at 11:03 AM, Kevin Falcone wrote: > On Fri, Nov 18, 2011 at 10:46:04AM -0800, Jared Griffith wrote: > > Odd number of elements in anonymous hash at > /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line > > 1071. > > Use of uninitialized value $_[8] in anonymous hash ({}) at > > /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071. > > Odd number of elements in hash assignment at > /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm > > line 1072. > > Use of uninitialized value within @_ in list assignment at > > /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072. > > Subroutine _InitSQL redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63. > > Subroutine _SQLLimit redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87. > > Subroutine _SQLJoin redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106. > > Subroutine _OpenParen redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116. > > Subroutine _CloseParen redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119. > > Subroutine _close_bundle redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170. > > Subroutine _parser redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201. > > Subroutine ClausesToSQL redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377. > > Subroutine FromSQL redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477. > > Subroutine Query redefined at > /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543. > ... > > Another fun fact is that I also moved the install from the default > /opt to the /storage > > location in the error messages. Would this be causing the issues even > though when I ran the > > configure I made sure to specify the new location? > > You appear to have installed RT4 on top of an existing RT3 install > > This is warned against pretty vigorously in the first part of > docs/UPGRADING-4.0 > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Nov 18 14:17:23 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 18 Nov 2011 14:17:23 -0500 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: References: <20111118190352.GC1021@jibsheet.com> Message-ID: <1321643843.635.3.camel@umgah.localdomain> On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote: > Can I use the same RT_SiteConfig.pm from the 3 install? Yes, though you will want to skim through the new RT_Config.pm to ensure that there are no new configuration variables that you should be setting. - Alex From mjames at guesswho.com Fri Nov 18 14:46:12 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Fri, 18 Nov 2011 14:46:12 -0500 Subject: [rt-users] fetchmailrc In-Reply-To: References: <2AA600764E54964491083B1E0EC81A30BBC525BF43@EXCLUS.nationala-1advertising.com> <4EC42EC0.5050208@pacbell.net> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC525CA25@EXCLUS.nationala-1advertising.com> Knowledge that I'd like to document for the list. By trial and error, on Centos 5 I've found that you should use single quotes if your password contains special characters such as '$'. Double-quotes didn't work. I also found (thx, Google) that in Exchange 2007 plaintext password authentication is disabled by default, but it can be turned on (assuming that POP3 is enabled on Exchange server in the 1st place) http://msexchangetips.blogspot.com/2007/11/exchange-2007-pop3-err-command-is-not.html and many others. Also, I think you can use secure POP3 (port 995) but it seems I would need a version of fetchmail with SSL compiled in. The stock version that comes with Centos 5.7 doesn't. Nor does it have NTLM compiled in. NTLM can be used with IMAP (secure port 993) if I understand correctly. [root at tracker ~]# fetchmail -V fetchmail: WARNING: Running as root is discouraged. This is fetchmail release 6.3.21+HESIOD+NLS. Our Exchange server does have OWA (outlook web access), and I've found two tools that can access mailboxes via OWA - DavMail and FetchExc. Mike From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ronen_Amity at DELL.com Sent: Thursday, November 17, 2011 3:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] fetchmailrc This is what we use (pulling emails from a gmail account, hence the 995 port) : ~rt/.fetchmailrc: set postmaster "ronen" set daemon 600 pool pop.gmail.com with proto pop3 user 'xx at gmail.com' there with password 'XXXXXXX' is user5 here options ssl crontab for user rt: 5,15,25,35,45,55 * * * * /usr/bin/fetchmail -d 0 -P 995 -ssl -smtpname xx at gmail.com -u xx at gmail.com pop.gmail.com -f fetchmail.test 2>&1 > /dev/null fetchmail.test: poll pop.gmail.com proto pop3: username "xx at gmail.com" password "XXXXXXXX" mda "/opt/rt4/bin/rt-mailgate --url http://cm-help --queue CM --action correspond" Ronen From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 20/20 Lab Sent: Wednesday, November 16, 2011 23:45 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] fetchmailrc Shouldnt you have "s around your user name? the only difference I have in mine is user "username" pass "password" to user here tho our mailserver auths with full domain. On 11/16/2011 12:49 PM, mjames at guesswho.com wrote: Using fetchmail for 1st time to collect mail from an Exchange server. Exchange 2010 RT 4.0.1 Centos 5.7 fetchmail release 6.3.21+HESIOD+NLS. Here's my /opt/rt4/etc/fetchmailrc: poll mail.domain.com proto pop3: user trackrequests there with password 'cleverly removed' is kiss here mda "/opt/rt4/bin/rt-mailgate --url http://xtracker.domain.com. --queue General --action correspond" When I invoke fetchmail -f /opt/rt4/etc/fetchmailrc, it appends "@mail.domain.com" to the username, whereas the correct user is trackrequests at domain.com. If I specify user trackrequests at domain.com in the fetchmailrc file, then fetchmail turns it into trackrequests at domain.com@mail.domain.com. For example: [root at xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc fetchmail: WARNING: Running as root is discouraged. fetchmail: Authorization failure on trackrequests at domain.com@mail.domain.com fetchmail: Query status=3 (AUTHFAIL) I've googled for an answer, but haven't stumbled across it yet. Thanks for any help, Mike -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From SHersker at TNGUS.com Fri Nov 18 15:38:38 2011 From: SHersker at TNGUS.com (Hersker, Steve) Date: Fri, 18 Nov 2011 15:38:38 -0500 Subject: [rt-users] RT 4.0 - Exclude "deactivated" users from ajax email completion? References: <90C71D62835D734386E14C865CC4DD9A4B1283@tng-exchange.tngus.com> Message-ID: <90C71D62835D734386E14C865CC4DD9A4B12A5@tng-exchange.tngus.com> >> When a user leaves, we ?deactivate? their RT account by removing ??be >> granted rights? as well as putting TERMINATED and the date in the >> Comments field. >You should mark users as disabled. Do you mean uncheck "Let this user access RT"? From jared.b.griffith at gmail.com Fri Nov 18 16:15:49 2011 From: jared.b.griffith at gmail.com (Jared Griffith) Date: Fri, 18 Nov 2011 13:15:49 -0800 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: <1321643843.635.3.camel@umgah.localdomain> References: <20111118190352.GC1021@jibsheet.com> <1321643843.635.3.camel@umgah.localdomain> Message-ID: I have switched over to the rt4 install that was not installed over rt3, and I am still getting those errors when restarting apache with a so far, slightly modified RT_SiteConfig.pm On Fri, Nov 18, 2011 at 11:17 AM, Alex Vandiver wrote: > On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote: > > Can I use the same RT_SiteConfig.pm from the 3 install? > > Yes, though you will want to skim through the new RT_Config.pm to ensure > that there are no new configuration variables that you should be > setting. > - Alex > > -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Nov 18 16:29:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 16:29:28 -0500 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: References: <20111118190352.GC1021@jibsheet.com> <1321643843.635.3.camel@umgah.localdomain> Message-ID: <20111118212928.GD1021@jibsheet.com> On Fri, Nov 18, 2011 at 01:15:49PM -0800, Jared Griffith wrote: > I have switched over to the rt4 install that was not installed over rt3, and I am still > getting those errors when restarting apache with a so far, slightly modified RT_SiteConfig.pm Show your apache config and the errors when running from /opt/rt4. Also, if your apache is using mod_perl and is running rt3 in addition to rt4 you'll run into similar problems. -kevin > On Fri, Nov 18, 2011 at 11:17 AM, Alex Vandiver <[1]alexmv at bestpractical.com> wrote: > > On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote: > > Can I use the same RT_SiteConfig.pm from the 3 install? > > Yes, though you will want to skim through the new RT_Config.pm to ensure > that there are no new configuration variables that you should be > setting. > - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jared.b.griffith at gmail.com Fri Nov 18 16:40:55 2011 From: jared.b.griffith at gmail.com (Jared Griffith) Date: Fri, 18 Nov 2011 13:40:55 -0800 Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors In-Reply-To: <20111118212928.GD1021@jibsheet.com> References: <20111118190352.GC1021@jibsheet.com> <1321643843.635.3.camel@umgah.localdomain> <20111118212928.GD1021@jibsheet.com> Message-ID: I am running mod_perl 2. rt3 is not running. It's something from the old RT_SiteConfig.pm. It's probably from some options that are not enabled or are now deprecated. Once I just did that, I restarted the server and the errors went away. So I guess the real answer is that you can use the RT_SiteConfig.pm from rt3, but you probably shouldn't. On Fri, Nov 18, 2011 at 1:29 PM, Kevin Falcone wrote: > On Fri, Nov 18, 2011 at 01:15:49PM -0800, Jared Griffith wrote: > > I have switched over to the rt4 install that was not installed over > rt3, and I am still > > getting those errors when restarting apache with a so far, slightly > modified RT_SiteConfig.pm > > Show your apache config and the errors when running from /opt/rt4. Also, > if your apache is using mod_perl and is running rt3 in addition to rt4 > you'll run into similar problems. > > -kevin > > > On Fri, Nov 18, 2011 at 11:17 AM, Alex Vandiver <[1] > alexmv at bestpractical.com> wrote: > > > > On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote: > > > Can I use the same RT_SiteConfig.pm from the 3 install? > > > > Yes, though you will want to skim through the new RT_Config.pm to > ensure > > that there are no new configuration variables that you should be > > setting. > > - Alex > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -- - Thanks for your time - Jared B. Griffith - Email - jared.b.griffith at gmail.com - Cell Phone - 909-653-7814 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Fri Nov 18 18:03:49 2011 From: bwiese at ElementPS.com (Brent Wiese) Date: Fri, 18 Nov 2011 16:03:49 -0700 Subject: [rt-users] Scrip to check who updated a CustomField In-Reply-To: <20111118172614.GW1021@jibsheet.com> References: <7ECD0C8955ADE149B95716B364B4D58F2635693B54@EXCCR01.eps.local> <20111118172614.GW1021@jibsheet.com> Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2635694333@EXCCR01.eps.local> On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote: > I have scrips that will check the value of a custom field and perform actions based on it. > > But what I can't seem to figure out is how to show who made the custom field change. > > Specifically, I'm trying to compare who updated 2 custom fields. I have a case where I have a > group of users allowed to change these 2 fields, but the same user isn't allowed to change > both. So I need to compare who changed the 2 fields, and if they're the same user, perform an > action (ie: set ticket stalled or email adminCC's or whatever). > > I'm pretty new to object oriented programming (especially under Perl), but it looks like I > should be able to check "LastUpdatedBy"; I'm just not sure how. I suspect you want the Transaction object's CreatorObj which will be the user who made the change. Transactions don't tend to be updated, so LastUpdatedByObj should be the same as CreatorObj -kevin I'm not sure that would work. The case could be like this: User A selects a value for Field1 User B selects a value for Field2 User A reselects a value for Field2 If I understand what you've said, then my test would "pass" because the values were initially chosen (created) by different users. But I really want the above to "fail". Or is that CreatorObj new every time the transaction happens? -Brent From falcone at bestpractical.com Fri Nov 18 18:13:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Nov 2011 18:13:23 -0500 Subject: [rt-users] Scrip to check who updated a CustomField In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2635694333@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2635693B54@EXCCR01.eps.local> <20111118172614.GW1021@jibsheet.com> <7ECD0C8955ADE149B95716B364B4D58F2635694333@EXCCR01.eps.local> Message-ID: <20111118231323.GE1021@jibsheet.com> On Fri, Nov 18, 2011 at 04:03:49PM -0700, Brent Wiese wrote: > > On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote: > > I have scrips that will check the value of a custom field and perform actions based on it. > > > > But what I can't seem to figure out is how to show who made the custom field change. > > > > Specifically, I'm trying to compare who updated 2 custom fields. I have a case where I have a > > group of users allowed to change these 2 fields, but the same user isn't allowed to change > > both. So I need to compare who changed the 2 fields, and if they're the same user, perform an > > action (ie: set ticket stalled or email adminCC's or whatever). > > > > I'm pretty new to object oriented programming (especially under Perl), but it looks like I > > should be able to check "LastUpdatedBy"; I'm just not sure how. > > I suspect you want the Transaction object's CreatorObj which will be the user who made the change. Transactions don't tend to be updated, so LastUpdatedByObj should be the same as CreatorObj > > -kevin > > I'm not sure that would work. The case could be like this: > User A selects a value for Field1 > User B selects a value for Field2 > User A reselects a value for Field2 > > If I understand what you've said, then my test would "pass" because the values were initially chosen (created) by different users. But I really want the above to "fail". > > Or is that CreatorObj new every time the transaction happens? Each of those is a single transaction. Go create a test ticket with those cases and look at the transaction history for it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Ronen_Amity at DELL.com Sun Nov 20 11:42:56 2011 From: Ronen_Amity at DELL.com (Ronen_Amity at DELL.com) Date: Sun, 20 Nov 2011 16:42:56 +0000 Subject: [rt-users] steal ticket -> not sending email Message-ID: Hi all, I am using RT 4.0.3 on CentOS 5.6 When we try to steal a ticket, we don't get a notification. >From the logs: [Sun Nov 20 16:34:56 2011] [info]: #22/793 - Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Sun Nov 20 16:34:56 2011] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Why is that? Where can I configure that it will send emails to both old owner and requestor? Regards, Ronen -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ronen_Amity at DELL.com Sun Nov 20 12:22:45 2011 From: Ronen_Amity at DELL.com (Ronen_Amity at DELL.com) Date: Sun, 20 Nov 2011 17:22:45 +0000 Subject: [rt-users] steal ticket -> not sending email In-Reply-To: References: Message-ID: p.s. When trying to add http://requesttracker.wikia.com/wiki/OnStealEnhanced I get: [Sun Nov 20 17:11:30 2011] [info]: #22/799 - Scrip 12 On Stolen Ticket notify old owner (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Sun Nov 20 17:11:30 2011] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) [Sun Nov 20 17:11:30 2011] [warning]: Argument "That is already the current value" isn't numeric in numeric lt (<) at /usr/lib/perl5/5.8.8/Locale/Maketext.pm line 79. (/usr/lib/perl5/5.8.8/Locale/Maketext.pm:79) [Sun Nov 20 17:11:30 2011] [warning]: Argument "That is already the current value" isn't numeric in numeric eq (==) at /usr/lib/perl5/5.8.8/Locale/Maketext.pm line 64. (/usr/lib/perl5/5.8.8/Locale/Maketext.pm:64) Ronen Amity Configuration and Build manager Dell | IDC office + 972 9 769 8865, fax + 972 9 769 8889 Ronen_Amity at Dell.com Dell IDC. 89 Medinat Hayehudim St., Tower E, Herzeliya, 46141, Israel From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Amity, Ronen Sent: Sunday, November 20, 2011 18:43 To: rt-users at lists.bestpractical.com Subject: [rt-users] steal ticket -> not sending email Hi all, I am using RT 4.0.3 on CentOS 5.6 When we try to steal a ticket, we don't get a notification. >From the logs: [Sun Nov 20 16:34:56 2011] [info]: > #22/793 - Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Sun Nov 20 16:34:56 2011] [info]: > No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Why is that? Where can I configure that it will send emails to both old owner and requestor? Regards, Ronen -------------- next part -------------- An HTML attachment was scrubbed... URL: From csoula at hach-lange.com Mon Nov 21 02:43:54 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Mon, 21 Nov 2011 08:43:54 +0100 Subject: [rt-users] International usage of a single RT instance Message-ID: I try to implement for my international company request tracker version 4 as a single instance to support our IT helpdesk activities. I have two main helpdesk team : one in France and one in US Customer able to send request are coming from everywhere in the world I have a different queue for US based support and one for the European based support. Everything is working fine with the exceptio of the different date shown in the interface. I try to figure out how to configure or customize RT 4 to be able to have a central instance located in Europe which should be used from all over the world. I have search for a solution without success... My attempts have all failed and searching both the wiki and the mailing list archives hasn't improved my understanding enough to make it work or to understand if it could works or not. So far, I've tried to set on one user a different time zone but without effect on the date shown in the SelfService interface for example. I'm using RT [4.02] on Debain OS. Web server apache. Database mysql Thanks, Any help on this topics will be appreciate or any return of experience on my specific needs, Christophe Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. -------------- next part -------------- An HTML attachment was scrubbed... URL: From raubvogel at gmail.com Mon Nov 21 03:57:30 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Mon, 21 Nov 2011 03:57:30 -0500 Subject: [rt-users] WebExternalAuth and no root for you Message-ID: So I am trying to see if I can understand how to use WebExternalAuth. In /etc/apache2/sites-available/default I have: DocumentRoot /var/www Options FollowSymLinks AllowOverride None AuthType Kerberos AuthName "Kerberos Login" KrbAuthRealms DOMAIN.COM KrbServiceName HTTP Krb5Keytab /etc/apache2/krb5.keytab KrbMethodK5Passwd on KrbDelegateBasic on Require valid-user Then in RT_SiteConf.pm I added Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuto , 1); When I try to login as the root user, I am told it does not exist in kerberos: [Mon Nov 21 03:53:34 2011] [error] [client 192.168.1.115] krb5_get_init_creds_password() failed: Client not found in Kerberos database Would anyone know why it is not checking if rt knows of this user internally (as opposite to through kerberos)? From pcbadger at gmail.com Mon Nov 21 04:46:45 2011 From: pcbadger at gmail.com (vmos) Date: Mon, 21 Nov 2011 01:46:45 -0800 (PST) Subject: [rt-users] Upgrade from 3.8 - 4 // having password problems Message-ID: <32870342.post@talk.nabble.com> Hello, I'm building a new instance of RT to replace our old server. The old one was RT3.8.7 on debian and the new one is 4.0.3 on Ubuntu 10.04 When I import the database I can login ok and do this and that. When I come back later or logout, I can't log back in. If I open up the DB on the old server, I can take the password string from my user and paste it in to the new DB. Then I can login for one more session. As I understand it, RT4 re-encrypts the password for every session (it sticks !sha512! in front of it in the DB) but I'm obviously missing something somewhere as it can't read these passwords that it's encrypted. Can anyone point me in the right direction? -- View this message in context: http://old.nabble.com/Upgrade-from-3.8---4----having-password-problems-tp32870342p32870342.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pcbadger at gmail.com Mon Nov 21 04:47:53 2011 From: pcbadger at gmail.com (vmos) Date: Mon, 21 Nov 2011 01:47:53 -0800 (PST) Subject: [rt-users] Upgrade from 3.8 - 4 // having password problems Message-ID: <32870344.post@talk.nabble.com> Hello, I'm building a new instance of RT to replace our old server. The old one was RT3.8.7 on debian and the new one is 4.0.3 on Ubuntu 10.04 When I import the database I can login ok and do this and that. When I come back later or logout, I can't log back in. If I open up the DB on the old server, I can take the password string from my user and paste it in to the new DB. Then I can login for one more session. As I understand it, RT4 re-encrypts the password for every session (it sticks !sha512! in front of it in the DB) but I'm obviously missing something somewhere as it can't read these passwords that it's encrypted. Can anyone point me in the right direction? -- View this message in context: http://old.nabble.com/Upgrade-from-3.8---4----having-password-problems-tp32870344p32870344.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pcbadger at gmail.com Mon Nov 21 04:50:20 2011 From: pcbadger at gmail.com (Jay Fitz) Date: Mon, 21 Nov 2011 09:50:20 +0000 Subject: [rt-users] Upgrade from 3.8 - 4 // having password problems Message-ID: Hello, I'm building a new instance of RT to replace our old server. The old one was RT3.8.7 on debian and the new one is 4.0.3 on Ubuntu 10.04 When I import the database I can login ok and do this and that. When I come back later or logout, I can't log back in. If I open up the DB on the old server, I can take the password string from my user and paste it in to the new DB. Then I can login for one more session. As I understand it, RT4 re-encrypts the password for every session (it sticks !sha512! in front of it in the DB) but I'm obviously missing something somewhere as it can't read these passwords that it's encrypted. Can anyone point me in the right direction? -------------- next part -------------- An HTML attachment was scrubbed... URL: From esuarez at itccanarias.org Mon Nov 21 04:50:25 2011 From: esuarez at itccanarias.org (Eduardo Suarez-Santana) Date: Mon, 21 Nov 2011 09:50:25 +0000 Subject: [rt-users] Email address in use In-Reply-To: <20111118173312.GY1021@jibsheet.com> References: <4EC63205.6010105@itccanarias.org> <20111118173312.GY1021@jibsheet.com> Message-ID: <4ECA1EE1.70207@itccanarias.org> El 18/11/11 17:33, Kevin Falcone escribi?: > On Fri, Nov 18, 2011 at 10:23:01AM +0000, Eduardo Suarez-Santana wrote: >> Is it possible to avoid this behaviour? Running RT-3.8. > You can fix it by searching for the Unprivileged user and changing the > username to John. > > You can change it longer-term by writing a local/lib/RT/User_Local.pm > which overrides CanonicalizeUserInfo and causes the username to be > correct from the start. > Do you mean searching in the database? Or is that possible via web interface? Afaik, it is not possible to search for unprivileged users in the web interface, is it? I'd also like the user to be privileged. Is there a flag in the database for that? From falcone at bestpractical.com Mon Nov 21 10:13:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Nov 2011 10:13:58 -0500 Subject: [rt-users] steal ticket -> not sending email In-Reply-To: References: Message-ID: <20111121151358.GF1021@jibsheet.com> On Sun, Nov 20, 2011 at 04:42:56PM +0000, Ronen_Amity at DELL.com wrote: > Hi all, > > > > I am using RT 4.0.3 on CentOS 5.6 > > When we try to steal a ticket, we don't get a notification. Stealing a ticket means that you're now the owner. I assume you have $NotifyActor set to the default of 0 in your config. Since you stole the ticket, RT won't email you to tell you about the change. It sounds like you want to notify the previous owner, which means you may want http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/NotifyOwners.pm and another scrip to notify Requestors on Owner Change. -kevin > From the logs: > > [Sun Nov 20 16:34:56 2011] [info]: #22/793 - > Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > > [Sun Nov 20 16:34:56 2011] [info]: No recipients > found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) > > > > > > Why is that? > > Where can I configure that it will send emails to both old owner and requestor? > > > > Regards, > > > > Ronen > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 21 10:14:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Nov 2011 10:14:48 -0500 Subject: [rt-users] International usage of a single RT instance In-Reply-To: References: Message-ID: <20111121151448.GG1021@jibsheet.com> On Mon, Nov 21, 2011 at 08:43:54AM +0100, Soula, Christophe wrote: > I try to implement for my international company request tracker version 4 as a single instance > to support our IT helpdesk activities. > > I have two main helpdesk team : one in France and one in US > > Customer able to send request are coming from everywhere in the world > > I have a different queue for US based support and one for the European based support. > > > > Everything is working fine with the exceptio of the different date shown in the interface. > > > > I try to figure out how to configure or customize RT 4 to be able to have a central instance > located in Europe which should be used from all over the world. > > I have search for a solution without success... > > > > My attempts have all failed and searching both the wiki and the mailing list archives hasn't > improved my understanding enough to make it work or to understand if it could works or not. > > > > So far, I've tried to set on one user a different time zone but without effect on the date > shown in the SelfService interface for example. > > > > I'm using RT [4.02] on Debain OS. Web server apache. Database mysql mod_perl or fastcgi? If mod_perl, please review the documentation in docs/web_deployment.pod about certain Apache worker models and time zones. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 21 10:15:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Nov 2011 10:15:27 -0500 Subject: [rt-users] WebExternalAuth and no root for you In-Reply-To: References: Message-ID: <20111121151527.GH1021@jibsheet.com> On Mon, Nov 21, 2011 at 03:57:30AM -0500, Mauricio Tavares wrote: > So I am trying to see if I can understand how to use WebExternalAuth. > In /etc/apache2/sites-available/default I have: > > DocumentRoot /var/www > > Options FollowSymLinks > AllowOverride None > > AuthType Kerberos > AuthName "Kerberos Login" > KrbAuthRealms DOMAIN.COM > KrbServiceName HTTP > Krb5Keytab /etc/apache2/krb5.keytab > KrbMethodK5Passwd on > KrbDelegateBasic on > Require valid-user > > > Then in RT_SiteConf.pm I added > > Set($WebExternalAuth , 1); > Set($WebFallbackToInternalAuth , 1); > Set($WebExternalAuto , 1); > > When I try to login as the root user, I am told it does not exist in kerberos: > > [Mon Nov 21 03:53:34 2011] [error] [client 192.168.1.115] > krb5_get_init_creds_password() failed: Client not found in Kerberos > database > > Would anyone know why it is not checking if rt knows of this user > internally (as opposite to through kerberos)? I suspect you need a Satisfy line in your apache config to allow it through kerberos to the normal RT login screen. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From drey111 at gmail.com Mon Nov 21 10:27:37 2011 From: drey111 at gmail.com (Joe Harris) Date: Mon, 21 Nov 2011 10:27:37 -0500 Subject: [rt-users] rt4 and dashboards Message-ID: I just upgraded from 3.8.7 to 4.0.4 this weekend. Things look great!! I have one issue that I believe existed in 3.8.7 where I can create a dashboard and assign a search to it, but cannot seem to figure out how to make it show in the list under the Home tab. I can view the dashboard by clicking on "All Dashboards and then the one I added though. I am also trying to figure out what I need to do to make the subscriptions send emails. I am sure it is something simple, but I cannot seem to find it. Any help would be greatly appreciated. Thanks! Joe From ruz at bestpractical.com Mon Nov 21 10:36:53 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 21 Nov 2011 19:36:53 +0400 Subject: [rt-users] rt4 and dashboards In-Reply-To: References: Message-ID: On Mon, Nov 21, 2011 at 7:27 PM, Joe Harris wrote: [snip] > I am also trying to figure out what I need to do to make the > subscriptions send emails. sbin/rt-email-dashboards, see README > > I am sure it is something simple, but I cannot seem to find it. > > Any help would be greatly appreciated. > > Thanks! > > Joe > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From falcone at bestpractical.com Mon Nov 21 10:38:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Nov 2011 10:38:40 -0500 Subject: [rt-users] Email address in use In-Reply-To: <4ECA1EE1.70207@itccanarias.org> References: <4EC63205.6010105@itccanarias.org> <20111118173312.GY1021@jibsheet.com> <4ECA1EE1.70207@itccanarias.org> Message-ID: <20111121153840.GI1021@jibsheet.com> On Mon, Nov 21, 2011 at 09:50:25AM +0000, Eduardo Suarez-Santana wrote: > El 18/11/11 17:33, Kevin Falcone escribi?: > >On Fri, Nov 18, 2011 at 10:23:01AM +0000, Eduardo Suarez-Santana wrote: > >>Is it possible to avoid this behaviour? Running RT-3.8. > >You can fix it by searching for the Unprivileged user and changing the > >username to John. > > > >You can change it longer-term by writing a local/lib/RT/User_Local.pm > >which overrides CanonicalizeUserInfo and causes the username to be > >correct from the start. > > > Do you mean searching in the database? Or is that possible via web > interface? Afaik, it is not possible to search for unprivileged > users in the web interface, is it? Use the autocompleter or the Find all users who match: boxes. > I'd also like the user to be privileged. Is there a flag in the > database for that? It's available in the web ui after you search for the user. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From esuarez at itccanarias.org Mon Nov 21 10:41:55 2011 From: esuarez at itccanarias.org (Eduardo Suarez-Santana) Date: Mon, 21 Nov 2011 15:41:55 +0000 Subject: [rt-users] Email address in use In-Reply-To: <20111121153840.GI1021@jibsheet.com> References: <4EC63205.6010105@itccanarias.org> <20111118173312.GY1021@jibsheet.com> <4ECA1EE1.70207@itccanarias.org> <20111121153840.GI1021@jibsheet.com> Message-ID: <4ECA7143.7000609@itccanarias.org> El 21/11/11 15:38, Kevin Falcone escribi?: > On Mon, Nov 21, 2011 at 09:50:25AM +0000, Eduardo Suarez-Santana wrote: >> Do you mean searching in the database? Or is that possible via web >> interface? Afaik, it is not possible to search for unprivileged users >> in the web interface, is it? > Use the autocompleter or the Find all users who match: boxes. >> I'd also like the user to be privileged. Is there a flag in the >> database for that? > It's available in the web ui after you search for the user. Thanks. I'll try. From raubvogel at gmail.com Mon Nov 21 10:50:59 2011 From: raubvogel at gmail.com (Mauricio Tavares) Date: Mon, 21 Nov 2011 10:50:59 -0500 Subject: [rt-users] WebExternalAuth and no root for you In-Reply-To: <20111121151527.GH1021@jibsheet.com> References: <20111121151527.GH1021@jibsheet.com> Message-ID: On Mon, Nov 21, 2011 at 10:15 AM, Kevin Falcone wrote: > On Mon, Nov 21, 2011 at 03:57:30AM -0500, Mauricio Tavares wrote: >> So I am trying to see if I can understand how to use WebExternalAuth. >> In /etc/apache2/sites-available/default I have: >> >> ? ? ? ? DocumentRoot /var/www >> ? ? ? ? >> ? ? ? ? ? ? ? ? Options FollowSymLinks >> ? ? ? ? ? ? ? ? AllowOverride None >> >> ? ? ? ? ? ? ? ? AuthType Kerberos >> ? ? ? ? ? ? ? ? AuthName "Kerberos Login" >> ? ? ? ? ? ? ? ? KrbAuthRealms DOMAIN.COM >> ? ? ? ? ? ? ? ? KrbServiceName HTTP >> ? ? ? ? ? ? ? ? Krb5Keytab /etc/apache2/krb5.keytab >> ? ? ? ? ? ? ? ? KrbMethodK5Passwd on >> ? ? ? ? ? ? ? ? KrbDelegateBasic on >> ? ? ? ? ? ? ? ? Require valid-user >> ? ? ? ? >> >> Then in RT_SiteConf.pm I added >> >> Set($WebExternalAuth , 1); >> Set($WebFallbackToInternalAuth , 1); >> Set($WebExternalAuto , 1); >> >> When I try to login as the root user, I am told it does not exist in kerberos: >> >> [Mon Nov 21 03:53:34 2011] [error] [client 192.168.1.115] >> krb5_get_init_creds_password() failed: Client not found in Kerberos >> database >> >> Would anyone know why it is not checking if rt knows of this user >> internally (as opposite to through kerberos)? > > I suspect you need a Satisfy line in your apache config to allow it > through kerberos to the normal RT login screen. > Thanks for the suggestion! I just tried "Satisfy any" and after I restarted apache, I was able to login as root. Unfortunately I then was not able to login as a kerberos user. In fact, it now cheerfully ignores the TGT. I know I am missing a step somewhere... > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > From vance_walsh at concordacademy.org Mon Nov 21 12:02:56 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Mon, 21 Nov 2011 12:02:56 -0500 Subject: [rt-users] Nightly enoch root script change In-Reply-To: <20111118173201.GX1021@jibsheet.com> References: <20111118173201.GX1021@jibsheet.com> Message-ID: Alright, figured out how this was setup initiall. it's a rt-crontool task in the crontab /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "status = 'stall_oth' and starts < 'now'" --action RT::Action::AutoOpen --verbose --transaction last Is there an --action module I can use to set the "Starts" ticket field to (Not Set) at the same time? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjames at guesswho.com Mon Nov 21 13:19:42 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Mon, 21 Nov 2011 13:19:42 -0500 Subject: [rt-users] Final fetchmailrc configuration Message-ID: <2AA600764E54964491083B1E0EC81A30BBC5369B25@EXCLUS.nationala-1advertising.com> A brief summary of what I did to get RT mail working with Exchange 2007 without opening up plaintext passwords in Exchange. - Mike CentOS 5.7 (Final) RT 4.0.2 fetchmail release 6.3.21+NTLM+SSL+HESIOD+NLS Exchange 2007 Install openssl and openssl-devel Download latest fetchmail package Unpack and cd to fetchmail-6.3.21 ./configure --enable-NTLM --with-ssl make && make install add these to /etc/aliases: # Request Tracker aliases kiss: "|/opt/smrsh/rt-mailgate --queue general --action correspond --url http://..com/" kiss-comment: "|/opt/smrsh/rt-mailgate --queue general --action comment --url http://..com/" this fetchmailrc worked for me: [rt_user at x-tracker-01 ~]$ cat .fetchmailrc # Configuration created Fri Nov 18 16:22:13 2011 by fetchmailconf 1.57 set postmaster "postmaster" set bouncemail set no spambounce set softbounce set properties "" set daemon 20 poll mail..com with proto IMAP and options no dns user 'rt_requests' there with password 'keepmefromlookingsilly' is 'kiss' here options stripcr ssl mda '/opt/rt4/bin/rt-mailgate --url http://..com. --queue General --action correspond' -------------- next part -------------- An HTML attachment was scrubbed... URL: From TFrench at theprivatebank.com Mon Nov 21 14:54:34 2011 From: TFrench at theprivatebank.com (Todd French) Date: Mon, 21 Nov 2011 19:54:34 +0000 Subject: [rt-users] Queue Notification Scrip question Message-ID: I'm trying to tidy up the notifications our users get on RT, currently we have in place a scrip that On Queue Change, Notify Admin CC's. What I'd like to do is tweak this so that it only sends the notification for tickets that change when the owner is nobody, as we also have set a notification when the owner changes. This way we're only broadcasting to all AdminCC's when there's something to go take ownership of, not something that is already owned. I've tried using a custom condition such as: return 1 unless $self->TicketObj->Owner != $RT::Nobody->id; but I was unsure on how to replicate the usual Notify AdminCC's action. Todd French | Information Technology Help Desk Administrator THE PRIVATEBANK 70 West Madison Street Chicago, Illinois 60602 p: (312) 564-6968 ________________________________ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Randy.Black at Buckle.com Mon Nov 21 17:48:13 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Mon, 21 Nov 2011 16:48:13 -0600 Subject: [rt-users] Loop Message-ID: Can anyone help with this issue: rt4.0 centos6 Started to crop up with no changes: [Mon Nov 21 22:43:12 2011] [crit]: RT Received mail (<20111121224308.45F6E794DF at rt.wsd.bucklehq.com> ) from itself. (/apps/rt4/sbin/../lib/RT/Interface/Email.pm:1770) [Mon Nov 21 22:43:12 2011] [crit]: RT thinks this message may be a bounce (/apps/rt4/sbin/../lib/RT/Interface/Email.pm:244) [Mon Nov 21 22:43:12 2011] [error]: Could not record email: Message Bounced (/apps/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) [Mon Nov 21 22:43:23 2011] [warning]: Deep recursion on subroutine "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. (/apps/rt4/sbin/../lib/RT/I18N.pm:215) [Mon Nov 21 22:43:23 2011] [warning]: Deep recursion on subroutine "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. (/apps/rt4/sbin/../lib/RT/I18N.pm:215) [Mon Nov 21 22:43:26 2011] [warning]: Deep recursion on subroutine "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. (/apps/rt4/sbin/../lib/RT/I18N.pm:215) [Mon Nov 21 22:43:26 2011] [warning]: Deep recursion on subroutine "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. (/apps/rt4/sbin/../lib/RT/I18N.pm:215) which loops mail also: Nov 21 16:47:48 rt postfix/pickup[3049]: 224C160096: uid=48 from=<> Nov 21 16:47:48 rt postfix/cleanup[2891]: 224C160096: message-id=<20111121224748.224C160096 at rt.wsd.bucklehq.com> Nov 21 16:47:48 rt postfix/qmgr[1304]: 224C160096: from=<>, size=2953669, nrcpt=1 (queue active) Nov 21 16:47:48 rt postfix/local[2877]: 858F860094: to=, relay=local, delay=22, delays=0.81/2.1/0/19, dsn=2.0.0, status=sent (delivered to command: /apps/rt4/bin/rt-mailgate --queue WSDSupport --action correspond --url https://rt.wsd.bucklehq.com/) Nov 21 16:47:48 rt postfix/qmgr[1304]: 858F860094: removed Nov 21 16:47:49 rt postfix/local[2893]: 906A9794F5: to=, relay=local, delay=1.7, delays=0.05/0.75/0/0.9, dsn=2.0.0, status=sent (delivered to command: /apps/rt4/bin/rt-mailgate --queue WSDSupport --action correspond --url https://rt.wsd.bucklehq.com/) Nov 21 16:47:49 rt postfix/qmgr[1304]: 906A9794F5: removed Nov 21 16:47:49 rt postfix/pickup[3049]: 3888B79568: uid=48 from=<> Nov 21 16:47:49 rt postfix/cleanup[2891]: 3888B79568: message-id=<20111121224749.3888B79568 at rt.wsd.bucklehq.com> Nov 21 16:47:49 rt postfix/qmgr[1304]: 3888B79568: from=<>, size=37965, nrcpt=1 (queue active) -------------- next part -------------- An HTML attachment was scrubbed... URL: From gregory.machin at gmail.com Mon Nov 21 23:08:33 2011 From: gregory.machin at gmail.com (Gregory Machin) Date: Tue, 22 Nov 2011 17:08:33 +1300 Subject: [rt-users] RT 3.6.1 configure out going address used by smtp Message-ID: Hi. I have moved our RT from a legacy server to a new one. I would like to define the from: address used. At present all outgoing email is relayed via Postfix at localhost, the emails going out from RT are doing out using www-data at newserver.mydom.com (Apache user www-data), which causes issues as this sever is internal so the domain newserver.mydom.com is not valid on the Internet. To get around this I have configured a temporary address rewrite. What I want it the emails from RT to go out as rt at mydom.com and not as teh Apache user. How do I configure this ? My email config so far for emails : Set ($SMTPServer, 'localhost'); Set($CorrespondAddress , 'rt at mydom.com'); Set($CommentAddress , 'rt-comment at mydom.com'); Thanks G From bart at pleh.info Tue Nov 22 03:20:45 2011 From: bart at pleh.info (Bart) Date: Tue, 22 Nov 2011 09:20:45 +0100 Subject: [rt-users] RT 3.6.1 configure out going address used by smtp In-Reply-To: References: Message-ID: We use additional rules in the RT_SiteConfig.pm to ensure that it uses the correct e-mail address for all queue's. Here's a sample: # --- # Default Correspond en Comment adres # --- Set($CorrespondAddress , 'rt at example.com'); Set($CommentAddress , 'rtc at example.com'); Set($SetOutgoingMailFrom, 1); Set($OverrideOutgoingMailFrom, { 'Default' => 'rt at example.com', 'RT Queue 2' => 'rtqueue2 at example.com', 'RT Queue 3' => 'rtqueue3 at example.com' }); Hope this helps. -- Bart Op 22 november 2011 05:08 schreef Gregory Machin het volgende: > Hi. > I have moved our RT from a legacy server to a new one. I would like to > define the from: address used. > > At present all outgoing email is relayed via Postfix at localhost, the > emails going out from RT are doing out using > www-data at newserver.mydom.com (Apache user www-data), which causes > issues as this sever is internal so the domain newserver.mydom.com is > not valid on the Internet. To get around this I have configured a > temporary address rewrite. > > What I want it the emails from RT to go out as rt at mydom.com and not as > teh Apache user. How do I configure this ? > > My email config so far for emails : > > Set ($SMTPServer, 'localhost'); > Set($CorrespondAddress , 'rt at mydom.com'); > Set($CommentAddress , 'rt-comment at mydom.com'); > > > Thanks > G > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pcbadger at gmail.com Tue Nov 22 05:33:17 2011 From: pcbadger at gmail.com (vmos) Date: Tue, 22 Nov 2011 02:33:17 -0800 (PST) Subject: [rt-users] Upgrade from 3.8 - 4 // having password problems In-Reply-To: <32870344.post@talk.nabble.com> References: <32870344.post@talk.nabble.com> Message-ID: <32872328.post@talk.nabble.com> Basically the problem was that I read the instructions for upgrading but missed the step in the readme that was needed to upgrade the database make upgrade-database vmos wrote: > > Hello, I'm building a new instance of RT to replace our old server. The > old one was RT3.8.7 on debian and the new one is 4.0.3 on Ubuntu 10.04 > > When I import the database I can login ok and do this and that. When I > come back later or logout, I can't log back in. > > If I open up the DB on the old server, I can take the password string from > my user and paste it in to the new DB. Then I can login for one more > session. > > As I understand it, RT4 re-encrypts the password for every session (it > sticks !sha512! in front of it in the DB) but I'm obviously missing > something somewhere as it can't read these passwords that it's encrypted. > > Can anyone point me in the right direction? > -- View this message in context: http://old.nabble.com/Upgrade-from-3.8---4----having-password-problems-tp32870344p32872328.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From haroun at lttnet.net Tue Nov 22 07:55:33 2011 From: haroun at lttnet.net (haroun at lttnet.net) Date: Tue, 22 Nov 2011 14:55:33 +0200 Subject: [rt-users] rt-4.0.4 search non latin character problem Message-ID: <4ECB9BC5.3070004@lttnet.net> Hello, I installed new rt-4.0.4 but i faced problem with search non latin character like arabic words, it is ok with english words, i have old RT-3.8.1 I can search Arabic words with it and also I tested rt-4.0.0 & rt-4.0.2 and I faced the same problem, I ask if any one know how can I fix this issue or what should I do to trace it. Best Regards -- Abdusattar Haroun From Albert.Shih at obspm.fr Tue Nov 22 08:19:03 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 22 Nov 2011 14:19:03 +0100 Subject: [rt-users] Help...upgrade to 4.0.4 Message-ID: <20111122131903.GB1492@pcjas.obspm.fr> Hi all I've just upgrade my rt to 4.0.4 (from 3.8.10) and I got a error like when I submit a ticket from rt-command-mail: RT: DBD::mysql::db selectcol_arrayref failed: Unknown column 'main.SubjectTag' in 'field list' at /usr/local/lib/perl5/site_perl/5.10.1/DBIx/SearchBuilder.pm line 626. (/usr/local/lib/perl5/site_perl/5.10.1/DBIx/SearchBuilder.pm:626) The web interface work. Lots of thanks. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 22 nov 2011 14:17:55 CET From csoula at hach-lange.com Tue Nov 22 08:32:56 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Tue, 22 Nov 2011 14:32:56 +0100 Subject: [rt-users] International usage of a single RT instance In-Reply-To: <20111121151448.GG1021@jibsheet.com> References: <20111121151448.GG1021@jibsheet.com> Message-ID: Mod_perl is used in our case but reading docs/web_deployment.pod do not give me any direction or I forget to read the right line... I have try to configure one specific account with a different timezone but I did not seen any effect on the date shown. So perhaps I'm wrong but I do not know what this per user timezone setting stand for. Is there any advise how to resolve this situation on a single instance or is it only possible to setup two different RT instance that will then need to be synchronized ? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: lundi 21 novembre 2011 16:15 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] International usage of a single RT instance On Mon, Nov 21, 2011 at 08:43:54AM +0100, Soula, Christophe wrote: > I try to implement for my international company request tracker version 4 as a single instance > to support our IT helpdesk activities. > > I have two main helpdesk team : one in France and one in US > > Customer able to send request are coming from everywhere in the > world > > I have a different queue for US based support and one for the European based support. > > > > Everything is working fine with the exceptio of the different date shown in the interface. > > > > I try to figure out how to configure or customize RT 4 to be able to have a central instance > located in Europe which should be used from all over the world. > > I have search for a solution without success... > > > > My attempts have all failed and searching both the wiki and the mailing list archives hasn't > improved my understanding enough to make it work or to understand if it could works or not. > > > > So far, I've tried to set on one user a different time zone but without effect on the date > shown in the SelfService interface for example. > > > > I'm using RT [4.02] on Debain OS. Web server apache. Database mysql mod_perl or fastcgi? If mod_perl, please review the documentation in docs/web_deployment.pod about certain Apache worker models and time zones. -kevin Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. From falcone at bestpractical.com Tue Nov 22 10:08:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 10:08:32 -0500 Subject: [rt-users] Nightly enoch root script change In-Reply-To: References: <20111118173201.GX1021@jibsheet.com> Message-ID: <20111122150832.GJ1021@jibsheet.com> On Mon, Nov 21, 2011 at 12:02:56PM -0500, Vance Walsh wrote: > Alright, figured out how this was setup initiall. it's a rt-crontool task in the crontab > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "status = 'stall_oth' and > starts < 'now'" --action RT::Action::AutoOpen --verbose --transaction last > Is there an --action module I can use to set the "Starts" ticket field to (Not Set) at the > same time? There's nothing built in. You'd need to craft an Action module, or do an On Open User Defined scrip in the web ui, although that would apply to any ticket that opens. RT provides Starts and Started so you can track when something was supposed to start vs when it did start. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 22 10:12:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 10:12:07 -0500 Subject: [rt-users] Loop In-Reply-To: References: Message-ID: <20111122151207.GK1021@jibsheet.com> On Mon, Nov 21, 2011 at 04:48:13PM -0600, Randy Black wrote: > Can anyone help with this issue: > > rt4.0 > centos6 > > Started to crop up with no changes: > > [Mon Nov 21 22:43:12 2011] [crit]: RT Received mail > (<20111121224308.45F6E794DF at rt.wsd.bucklehq.com> > ) from itself. (/apps/rt4/sbin/../lib/RT/Interface/Email.pm:1770) > [Mon Nov 21 22:43:12 2011] [crit]: RT thinks this message may be a bounce > (/apps/rt4/sbin/../lib/RT/Interface/Email.pm:244) > [Mon Nov 21 22:43:12 2011] [error]: Could not record email: Message Bounced > (/apps/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) > [Mon Nov 21 22:43:23 2011] [warning]: Deep recursion on subroutine > "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. > (/apps/rt4/sbin/../lib/RT/I18N.pm:215) > [Mon Nov 21 22:43:23 2011] [warning]: Deep recursion on subroutine > "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. > (/apps/rt4/sbin/../lib/RT/I18N.pm:215) > [Mon Nov 21 22:43:26 2011] [warning]: Deep recursion on subroutine > "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. > (/apps/rt4/sbin/../lib/RT/I18N.pm:215) > [Mon Nov 21 22:43:26 2011] [warning]: Deep recursion on subroutine > "RT::I18N::SetMIMEEntityToEncoding" at /apps/rt4/sbin/../lib/RT/I18N.pm line 215. > (/apps/rt4/sbin/../lib/RT/I18N.pm:215) It sounds like you have an email with a weird mime structure that RT doesn't like. What's your OwnerEmail set to? Is it set to an address that delivers back into RT? If so, that would explain the loop and you really shouldn't do that. -kevin > which loops mail also: > > Nov 21 16:47:48 rt postfix/pickup[3049]: 224C160096: uid=48 from=<> > Nov 21 16:47:48 rt postfix/cleanup[2891]: 224C160096: > message-id=<20111121224748.224C160096 at rt.wsd.bucklehq.com> > Nov 21 16:47:48 rt postfix/qmgr[1304]: 224C160096: from=<>, size=2953669, nrcpt=1 (queue > active) > Nov 21 16:47:48 rt postfix/local[2877]: 858F860094: to=, relay=local, > delay=22, delays=0.81/2.1/0/19, dsn=2.0.0, status=sent (delivered to command: > /apps/rt4/bin/rt-mailgate --queue WSDSupport --action correspond --url > [1]https://rt.wsd.bucklehq.com/) > Nov 21 16:47:48 rt postfix/qmgr[1304]: 858F860094: removed > Nov 21 16:47:49 rt postfix/local[2893]: 906A9794F5: to=, relay=local, > delay=1.7, delays=0.05/0.75/0/0.9, dsn=2.0.0, status=sent (delivered to command: > /apps/rt4/bin/rt-mailgate --queue WSDSupport --action correspond --url > [2]https://rt.wsd.bucklehq.com/) > Nov 21 16:47:49 rt postfix/qmgr[1304]: 906A9794F5: removed > Nov 21 16:47:49 rt postfix/pickup[3049]: 3888B79568: uid=48 from=<> > Nov 21 16:47:49 rt postfix/cleanup[2891]: 3888B79568: > message-id=<20111121224749.3888B79568 at rt.wsd.bucklehq.com> > Nov 21 16:47:49 rt postfix/qmgr[1304]: 3888B79568: from=<>, size=37965, nrcpt=1 (queue active) > > References > > Visible links > 1. https://rt.wsd.bucklehq.com/ > 2. https://rt.wsd.bucklehq.com/ > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 22 10:13:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 10:13:18 -0500 Subject: [rt-users] rt-4.0.4 search non latin character problem In-Reply-To: <4ECB9BC5.3070004@lttnet.net> References: <4ECB9BC5.3070004@lttnet.net> Message-ID: <20111122151318.GL1021@jibsheet.com> On Tue, Nov 22, 2011 at 02:55:33PM +0200, haroun at lttnet.net wrote: > I installed new rt-4.0.4 but i faced problem with search non latin > character like arabic words, it is ok with english words, i have old > RT-3.8.1 I can search Arabic words with it > and also I tested rt-4.0.0 & rt-4.0.2 and I faced the same problem, > I ask if any one know how can I fix this issue or what should I do > to trace it. What database, what form of searching have you enabled (indexed full text, non-indexed full text) or is this subject rather than content searching. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 22 10:13:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 10:13:56 -0500 Subject: [rt-users] Help...upgrade to 4.0.4 In-Reply-To: <20111122131903.GB1492@pcjas.obspm.fr> References: <20111122131903.GB1492@pcjas.obspm.fr> Message-ID: <20111122151356.GM1021@jibsheet.com> On Tue, Nov 22, 2011 at 02:19:03PM +0100, Albert Shih wrote: > I've just upgrade my rt to 4.0.4 (from 3.8.10) and I got a error like when > I submit a ticket from rt-command-mail: > > RT: DBD::mysql::db selectcol_arrayref failed: Unknown column 'main.SubjectTag' in 'field list' at /usr/local/lib/perl5/site_perl/5.10.1/DBIx/SearchBuilder.pm line 626. (/usr/local/lib/perl5/site_perl/5.10.1/DBIx/SearchBuilder.pm:626) > > The web interface work. You don't appear to have run the database upgrades from step 6b of the README. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 22 10:14:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 10:14:50 -0500 Subject: [rt-users] International usage of a single RT instance In-Reply-To: References: <20111121151448.GG1021@jibsheet.com> Message-ID: <20111122151450.GN1021@jibsheet.com> On Tue, Nov 22, 2011 at 02:32:56PM +0100, Soula, Christophe wrote: > Mod_perl is used in our case but reading docs/web_deployment.pod do not > give me any direction or I forget to read the right line... > I have try to configure one specific account with a different timezone > but I did not seen any effect on the date shown. > So perhaps I'm wrong but I do not know what this per user timezone > setting stand for. > > Is there any advise how to resolve this situation on a single instance > or is it only possible to setup two different RT instance that will then > need to be synchronized ? You want to read this part of the documentation: B: Due to thread-safety limitations, all timestamps will be... It's right at the beginning of the mod_perl section. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From haroun at lttnet.net Tue Nov 22 11:01:57 2011 From: haroun at lttnet.net (haroun at lttnet.net) Date: Tue, 22 Nov 2011 18:01:57 +0200 Subject: [rt-users] rt-4.0.4 search non latin character problem In-Reply-To: <20111122151318.GL1021@jibsheet.com> References: <4ECB9BC5.3070004@lttnet.net> <20111122151318.GL1021@jibsheet.com> Message-ID: <4ECBC775.90105@lttnet.net> Kevin Falcone wrote: > On Tue, Nov 22, 2011 at 02:55:33PM +0200, haroun at lttnet.net wrote: > >> I installed new rt-4.0.4 but i faced problem with search non latin >> character like arabic words, it is ok with english words, i have old >> RT-3.8.1 I can search Arabic words with it >> and also I tested rt-4.0.0 & rt-4.0.2 and I faced the same problem, >> I ask if any one know how can I fix this issue or what should I do >> to trace it. >> > > What database, what form of searching have you enabled (indexed full > text, non-indexed full text) or is this subject rather than content > searching. > > -kevin > > ------------------------------------------------------------------------ > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 tanks for your reply, my database is is mysql-5.077, and I use the default setting for search in /etc/ RT_Config.pm, I faced the problem with simple and advanced search search example: http://rt.mydomain.com/Search/Simple.html?q=????? -- Abdusattar Haroun From Albert.Shih at obspm.fr Tue Nov 22 14:00:15 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 22 Nov 2011 20:00:15 +0100 Subject: [rt-users] Help...upgrade to 4.0.4 In-Reply-To: <20111122151356.GM1021@jibsheet.com> References: <20111122131903.GB1492@pcjas.obspm.fr> <20111122151356.GM1021@jibsheet.com> Message-ID: <20111122190015.GA2540@pcjas.obspm.fr> Le 22/11/2011 ? 10:13:56-0500, Kevin Falcone a ?crit > On Tue, Nov 22, 2011 at 02:19:03PM +0100, Albert Shih wrote: > > I've just upgrade my rt to 4.0.4 (from 3.8.10) and I got a error like when > > I submit a ticket from rt-command-mail: > > > > RT: DBD::mysql::db selectcol_arrayref failed: Unknown column 'main.SubjectTag' in 'field list' at /usr/local/lib/perl5/site_perl/5.10.1/DBIx/SearchBuilder.pm line 626. (/usr/local/lib/perl5/site_perl/5.10.1/DBIx/SearchBuilder.pm:626) > > > > The web interface work. > > You don't appear to have run the database upgrades from step 6b of the > README. Lots of thanks. It's exactly that. In fact I do the upgrades but he don't work because password pb and I don't see it. Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 22 nov 2011 19:57:33 CET From csoula at hach-lange.com Tue Nov 22 14:04:46 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Tue, 22 Nov 2011 20:04:46 +0100 Subject: [rt-users] International usage of a single RT instance In-Reply-To: <20111122151450.GN1021@jibsheet.com> References: <20111121151448.GG1021@jibsheet.com> <20111122151450.GN1021@jibsheet.com> Message-ID: Great ! perfect answer ! Works fine I have move to fastcgi Thanks Christophe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: mardi 22 novembre 2011 16:15 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] International usage of a single RT instance On Tue, Nov 22, 2011 at 02:32:56PM +0100, Soula, Christophe wrote: > Mod_perl is used in our case but reading docs/web_deployment.pod do > not give me any direction or I forget to read the right line... > I have try to configure one specific account with a different timezone > but I did not seen any effect on the date shown. > So perhaps I'm wrong but I do not know what this per user timezone > setting stand for. > > Is there any advise how to resolve this situation on a single instance > or is it only possible to setup two different RT instance that will > then need to be synchronized ? You want to read this part of the documentation: B: Due to thread-safety limitations, all timestamps will be... It's right at the beginning of the mod_perl section. -kevin Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. From arnon at easydns.com Tue Nov 22 14:07:40 2011 From: arnon at easydns.com (Arnon Clark) Date: Tue, 22 Nov 2011 14:07:40 -0500 Subject: [rt-users] Issue with mailgate on rt4 Message-ID: <4ECBF2FC.3090900@easydns.com> Hola, I'm reasonably sure this is a permissions issue, (and an utter noob question) but I'm afraid I don't know where RT creates the tmpdir. so I'm not certain where to fix that. Debian install of RT4.0.4, MYSQL, and I'm, able to create tickets fine, but when mail comes in Postfix returns a deferral with the following error : (temporary failure. Command output: /opt/rt4/bin/rt-mailgate: Couldn't create temp file, using memory error: Error in tempdir() using XXXXXXXXXX: Could not create directory KVG5obldxe: Permission denied at /opt/rt4/bin/rt-mailgate line 266 RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method "crit" on an undefined value at /opt/rt4/sbin/../lib/RT/EmailParser.pm line 483. Stack: [/opt/rt4/sbin/../lib/RT/EmailParser.pm:483] [/opt/rt4/sbin/../lib/RT/EmailParser.pm:203] [/opt/rt4/sbin/../lib/RT/EmailParser.pm:168] [/opt/rt4/sbin/../lib/RT/EmailParser.pm:138] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1344] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] ) Any suggestions as to what I bugged up? Thanks! A From gregory.machin at gmail.com Tue Nov 22 15:29:27 2011 From: gregory.machin at gmail.com (Gregory Machin) Date: Wed, 23 Nov 2011 09:29:27 +1300 Subject: [rt-users] RT 3.6.1 configure out going address used by smtp In-Reply-To: References: Message-ID: Thanks for responding. I tried as advise and it didn't work. Here is the mail log Nov 23 09:16:23 nzhmlapp04 postfix/pickup[30846]: 21F822200A1: uid=33 from= Nov 23 09:16:23 nzhmlapp04 postfix/cleanup[1222]: 21F822200A1: message-id= Nov 23 09:16:23 nzhmlapp04 postfix/qmgr[16904]: 21F822200A1: from=, size=982, nrcpt=2 (queue active) I have www-data mapped to sysadmin at mydom.com using sender_canonical_maps = hash:/etc/postfix/sender_canonical. I did this as a work around so that I could buy time to get RT's smtp working. I don't want the rt application to use the Apache user www-data to send emails but to use smtp and us rt at mydom.com. I hope this is a bit clearer. Thanks G On Tue, Nov 22, 2011 at 9:20 PM, Bart wrote: > We use additional rules in the RT_SiteConfig.pm to ensure that it uses the > correct e-mail address for all queue's. > Here's a sample: > # --- > # Default Correspond en Comment adres > # --- > Set($CorrespondAddress , 'rt at example.com'); > Set($CommentAddress , 'rtc at example.com'); > Set($SetOutgoingMailFrom, 1); > Set($OverrideOutgoingMailFrom, { > ? ? 'Default' => 'rt at example.com', > ? ? 'RT Queue 2' => 'rtqueue2 at example.com', > ? ? 'RT Queue 3' => 'rtqueue3 at example.com' > }); > Hope this helps. > -- Bart > > > Op 22 november 2011 05:08 schreef Gregory Machin > het volgende: >> >> Hi. >> I have moved our RT from a legacy server to a new one. I would like to >> define the from: address used. >> >> At present all outgoing email is relayed via Postfix at localhost, the >> emails going out from RT are doing out using >> www-data at newserver.mydom.com (Apache user www-data), which causes >> issues as this sever is internal so the domain newserver.mydom.com is >> not valid on the Internet. To get around this I have configured a >> temporary address rewrite. >> >> What I want it the emails from RT to go out as rt at mydom.com and not as >> teh Apache user. How do I configure this ? >> >> My email config so far for emails : >> >> Set ($SMTPServer, 'localhost'); >> Set($CorrespondAddress , 'rt at mydom.com'); >> Set($CommentAddress , 'rt-comment at mydom.com'); >> >> >> Thanks >> G >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?Barcelona, Spain ?November 28 & 29, 2011 > > From falcone at bestpractical.com Tue Nov 22 15:57:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 15:57:03 -0500 Subject: [rt-users] RT 3.6.1 configure out going address used by smtp In-Reply-To: References: Message-ID: <20111122205703.GO1021@jibsheet.com> On Wed, Nov 23, 2011 at 09:29:27AM +1300, Gregory Machin wrote: > Thanks for responding. I tried as advise and it didn't work. Unfortunately, the config options quoted are only for 3.8 or 4.0. You don't want to use RT's built in SMTP support. If anything is ever wrong with your SMTP server, RT will never retry and the mail will be lost. You likely want to use the -f command to the SendmailCommand option, but be aware of the limitations in that. 3.8 and 4.0 provide more flexible ways to do what you want, until then you'll want to use the command line syntax supported by your MTA to force the Sender. -kevin > Here is the mail log > > Nov 23 09:16:23 nzhmlapp04 postfix/pickup[30846]: 21F822200A1: uid=33 > from= > Nov 23 09:16:23 nzhmlapp04 postfix/cleanup[1222]: 21F822200A1: > message-id= > Nov 23 09:16:23 nzhmlapp04 postfix/qmgr[16904]: 21F822200A1: > from=, size=982, nrcpt=2 (queue active) > > I have www-data mapped to sysadmin at mydom.com using > sender_canonical_maps = hash:/etc/postfix/sender_canonical. I did this > as a work around so that I could buy time to get RT's smtp working. > > I don't want the rt application to use the Apache user www-data to > send emails but to use smtp and us rt at mydom.com. > > I hope this is a bit clearer. > > Thanks > > G > > > On Tue, Nov 22, 2011 at 9:20 PM, Bart wrote: > > We use additional rules in the RT_SiteConfig.pm to ensure that it uses the > > correct e-mail address for all queue's. > > Here's a sample: > > # --- > > # Default Correspond en Comment adres > > # --- > > Set($CorrespondAddress , 'rt at example.com'); > > Set($CommentAddress , 'rtc at example.com'); > > Set($SetOutgoingMailFrom, 1); > > Set($OverrideOutgoingMailFrom, { > > ? ? 'Default' => 'rt at example.com', > > ? ? 'RT Queue 2' => 'rtqueue2 at example.com', > > ? ? 'RT Queue 3' => 'rtqueue3 at example.com' > > }); > > Hope this helps. > > -- Bart > > > > > > Op 22 november 2011 05:08 schreef Gregory Machin > > het volgende: > >> > >> Hi. > >> I have moved our RT from a legacy server to a new one. I would like to > >> define the from: address used. > >> > >> At present all outgoing email is relayed via Postfix at localhost, the > >> emails going out from RT are doing out using > >> www-data at newserver.mydom.com (Apache user www-data), which causes > >> issues as this sever is internal so the domain newserver.mydom.com is > >> not valid on the Internet. To get around this I have configured a > >> temporary address rewrite. > >> > >> What I want it the emails from RT to go out as rt at mydom.com and not as > >> teh Apache user. How do I configure this ? > >> > >> My email config so far for emails : > >> > >> Set ($SMTPServer, 'localhost'); > >> Set($CorrespondAddress , 'rt at mydom.com'); > >> Set($CommentAddress , 'rt-comment at mydom.com'); > >> > >> > >> Thanks > >> G > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * ?Barcelona, Spain ?November 28 & 29, 2011 > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 22 16:00:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 16:00:03 -0500 Subject: [rt-users] Issue with mailgate on rt4 In-Reply-To: <4ECBF2FC.3090900@easydns.com> References: <4ECBF2FC.3090900@easydns.com> Message-ID: <20111122210003.GP1021@jibsheet.com> On Tue, Nov 22, 2011 at 02:07:40PM -0500, Arnon Clark wrote: > Hola, > > I'm reasonably sure this is a permissions issue, (and an utter noob > question) but I'm afraid I don't know where RT creates the tmpdir. > so I'm not certain where to fix that. > > Debian install of RT4.0.4, MYSQL, and I'm, able to create tickets > fine, but when mail comes in Postfix returns a deferral with the > following error : > > (temporary failure. Command output: /opt/rt4/bin/rt-mailgate: > Couldn't create temp file, using memory error: Error in tempdir() > using XXXXXXXXXX: Could not create directory KVG5obldxe: Permission > denied at /opt/rt4/bin/rt-mailgate line 266 RT server error. The The first half of this says that the mailgate can't write to a temp directory. > RT server which handled your email did not behave as expected. It > said: Can't call method "crit" on an undefined value at > /opt/rt4/sbin/../lib/RT/EmailParser.pm line 483. Stack: > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:483] > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:203] > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:168] > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:138] > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1344] > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] ) The second half of this implies that RT can't write to a temp directory either (and that your logging is broken). I'd be looking at the permissions on /tmp or whatever else you're using. I suspect the web interface would break similarly if you tried to upload an attachment. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bigwa420 at gmail.com Tue Nov 22 16:12:50 2011 From: bigwa420 at gmail.com (Jeff Ehrenberg) Date: Tue, 22 Nov 2011 16:12:50 -0500 Subject: [rt-users] Prevent requestor from changing custom field values after ticket creation Message-ID: I would like for users to be able to create tickets by email that contain custom fileds. I am able to get the fields populated using RT::Extension::CommandByMail and Filter::TakeAction. Once the ticket is created I only want the ticket owners to be able to modify any of the custom field values. Is this possible? It seems that if I don't give neough permission then the fields will not get populated by the email. From backus at nlcom.nl Tue Nov 22 16:21:15 2011 From: backus at nlcom.nl (Mayk Backus) Date: Tue, 22 Nov 2011 22:21:15 +0100 Subject: [rt-users] Query / Report worked time Message-ID: <4ECC124B.9070502@nlcom.nl> Hi List, Is there a way to get a report timeworked a little detailed ? For example, show me all tickets that have been worked on today, and show the time worked on the tickets today, so not the total worked time on a ticket. We have tickets that span a couple of days, so i'm interested in reporting today's worked time. Can this be done with a query ? Thank you for your time. Reagards, Mayk From kenn.crocker at gmail.com Tue Nov 22 17:00:19 2011 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 22 Nov 2011 14:00:19 -0800 Subject: [rt-users] Prevent requestor from changing custom field values after ticket creation In-Reply-To: References: Message-ID: Jeff, Yes. Don't grant "ModifyTicket" at any of the "System" Group levels. Grant "See" & "Modify" Custom Fields for the correct role or for a user-defined Group while in Config->CustomFields->Group rights. Kenn On Tue, Nov 22, 2011 at 1:12 PM, Jeff Ehrenberg wrote: > I would like for users to be able to create tickets by email that > contain custom fileds. I am able to get the fields populated using > RT::Extension::CommandByMail and Filter::TakeAction. Once the ticket > is created I only want the ticket owners to be able to modify any of > the custom field values. Is this possible? It seems that if I don't > give neough permission then the fields will not get populated by the > email. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Tue Nov 22 17:17:51 2011 From: hescobar at afslc.com (Hugo Escobar) Date: Tue, 22 Nov 2011 17:17:51 -0500 Subject: [rt-users] REST request problem Message-ID: We've been successfull integrating a web application (based on cakephp) to RT via REST. Here is a list of what we have accomplished with our integration: -. user creation on RT on demand (users exist in our web app, they are created in RT when needed.) -. creating tickets in different queues with custom fields. .- presenting a summary of ticket information as result of querying RT using custom field values as search criteria. -. adding/viewing ticket correspondence, ticket history and other details (requestor, creation date, last update timestamp, etc). There's one thing though that is still preventing us from going live. Sometimes the requests take too much time to respond. It's kind of random, so no pattern that could lead us to locate the problem. We tried disabling devel mode (RT_SiteConfig.pm). The rt log shows nothing in particular except for this entry: [Tue Nov 22 17:11:58 2011] [error] [client 10.0.10.158] FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" stderr: [Tue Nov 22 22:11:58 2011] [warning]: Use of uninitialized value in string eq at /opt/rt4/sbin/../lib/RT/Tickets.pm line 1614. (/opt/rt4/sbin/../lib/RT/Tickets.pm:1614) It's worth mentioning that at that line, there's this clause: if ( $cf->Type eq 'DateTime' && $op eq '=' ) { We used Data::Dumper to see what came out of $cf and there seems to be no 'Type' attribute. We are running RT v4.0.2 on CentOS 5. Any help will be highly appreciated. -- Hugo Escobar hav [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: From backus at nlcom.nl Tue Nov 22 17:22:37 2011 From: backus at nlcom.nl (Mayk Backus) Date: Tue, 22 Nov 2011 23:22:37 +0100 Subject: [rt-users] Query / Report worked time In-Reply-To: <4ECC124B.9070502@nlcom.nl> References: <4ECC124B.9070502@nlcom.nl> Message-ID: <4ECC20AD.8080608@nlcom.nl> As a follow-up to myself, i've found something called.. Following the instructions, getting it to run on a 4.0.2 install , i borks on the following.. Can someone shed any light on this ? Error during compilation of /opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html: syntax error at /opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html line 48, near ")" BEGIN not safe after errors--compilation aborted at /opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html line 62. Stack: [/opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html:62] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:817] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:445] [/usr/local/share/perl/5.10.1/HTML/Mason/Request.pm:249] [/usr/local/share/perl/5.10.1/HTML/Mason/Request.pm:212] [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62] [/usr/local/share/perl/5.10.1/Class/Container.pm:275] [/usr/local/share/perl/5.10.1/Class/Container.pm:353] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:342] [/usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm:48] [/usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm:52] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:258] [/usr/local/share/perl/5.10.1/Plack/Util.pm:324] [/usr/local/share/perl/5.10.1/Starlet/Server.pm:189] [/usr/local/share/perl/5.10.1/Starlet/Server.pm:116] [/usr/local/share/perl/5.10.1/Plack/Handler/Starlet.pm:59] [/usr/local/share/perl/5.10.1/Plack/Loader.pm:87] [/usr/local/share/perl/5.10.1/Plack/Runner.pm:263] [rt-server:231] Thanks reagards, Mayk On 11/22/11 10:21 PM, Mayk Backus wrote: > Hi List, > > Is there a way to get a report timeworked a little detailed ? > For example, show me all tickets that have been worked on today, and > show the time worked on the tickets today, so not the total worked time > on a ticket. We have tickets that span a couple of days, so i'm > interested in reporting today's worked time. > Can this be done with a query ? > > Thank you for your time. > > Reagards, > > Mayk > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Nov 22 17:32:30 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 22 Nov 2011 17:32:30 -0500 Subject: [rt-users] WARNING: RHEL 6 and RT with LDAP Message-ID: <4ECC22FE.2090900@kickflop.net> RHEL 6 comes by default only allowing LDAP user and group names of 3 or more characters. "rt" will not be looked up, for those who use that. Solution is here: https://docs.rice.edu/confluence/display/ITTUT/RHEL6+Gotchas From Frank.Ling at viasat.com Tue Nov 22 17:26:49 2011 From: Frank.Ling at viasat.com (Ling, Frank) Date: Tue, 22 Nov 2011 22:26:49 +0000 Subject: [rt-users] RT Ticket Priority Message-ID: <62478DF998C6484793E5E06B4DB54A5A3023D19C@wdc1exchmbxp04.hq.corp.viasat.com> Hello, I am very new to RT, and am in the process of testing the RT. Hopefully, we can put this great ticketing system into our production. I have a question about RT ticket priority. The default setting for priority is a field that the numerical number can be put in. However, is it possible to change the priority to a predefined drop down list as: Urgent, High, Medium, and Low? Thanks. Frank Ling -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 22 17:55:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Nov 2011 17:55:07 -0500 Subject: [rt-users] RT Ticket Priority In-Reply-To: <62478DF998C6484793E5E06B4DB54A5A3023D19C@wdc1exchmbxp04.hq.corp.viasat.com> References: <62478DF998C6484793E5E06B4DB54A5A3023D19C@wdc1exchmbxp04.hq.corp.viasat.com> Message-ID: <20111122225507.GQ1021@jibsheet.com> On Tue, Nov 22, 2011 at 10:26:49PM +0000, Ling, Frank wrote: > I have a question about RT ticket priority. The default setting for priority is a field that > the numerical number can be put in. However, is it possible to change the priority to a > predefined drop down list as: Urgent, High, Medium, and Low? You want the RT-Extension-PriorityAsString extension -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From smithj4 at bnl.gov Tue Nov 22 17:51:05 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 22 Nov 2011 17:51:05 -0500 Subject: [rt-users] RT Ticket Priority In-Reply-To: <62478DF998C6484793E5E06B4DB54A5A3023D19C@wdc1exchmbxp04.hq.corp.viasat.com> References: <62478DF998C6484793E5E06B4DB54A5A3023D19C@wdc1exchmbxp04.hq.corp.viasat.com> Message-ID: <4ECC2759.1060407@bnl.gov> On 11/22/2011 05:26 PM, Ling, Frank wrote: > Hello, > > I am very new to RT, and am in the process of testing the RT. Hopefully, > we can put this great ticketing system into our production. > > I have a question about RT ticket priority. The default setting for > priority is a field that the numerical number can be put in. However, is > it possible to change the priority to a predefined drop down list as: > Urgent, High, Medium, and Low? Take a look at the PriorityAsString extension: http://search.cpan.org/~falcone/RT-Extension-PriorityAsString-0.04/ > Thanks. > > Frank Ling > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28& 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4068 bytes Desc: S/MIME Cryptographic Signature URL: From katina.haytova at securax.org Wed Nov 23 06:51:13 2011 From: katina.haytova at securax.org (Katina Haytova) Date: Wed, 23 Nov 2011 13:51:13 +0200 Subject: [rt-users] RT 4.0.2 articles - How to set RT not to put Article info upon including? In-Reply-To: References: Message-ID: <4ECCDE31.6050100@securax.org> Hello, First: Hello, I am very glad to use RT as it is brilliant. I searched Google the Wiki and FAQs, but I could not find answers to my problem. I also got through the code on the server where my RT is installed but I could not find any clues about how to resolve my problem. My problem: When I try to insert an article in the REPLY or COMMENT field some additional info appears. I would like to include only the contents of the article, but I also get the name and number of this article in my writing field. Example: My example article's number is 5, Its title is "Hello" Its contents: Hello, Thank you for contacting us. When I choose to insert this article here is what I get: _____ #5: Hello -------------------------------------- Content: ------- Hello, Thank you for contacting us. _____ Is it possible to setup RT in a way that will not allow the number and title info of the article to appear in the writing field? Thank you in advance for all suggestions! Best regards Kate From ruz at bestpractical.com Wed Nov 23 08:18:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 23 Nov 2011 17:18:47 +0400 Subject: [rt-users] Query / Report worked time In-Reply-To: <4ECC124B.9070502@nlcom.nl> References: <4ECC124B.9070502@nlcom.nl> Message-ID: On Wed, Nov 23, 2011 at 1:21 AM, Mayk Backus wrote: > Hi List, > > Is there a way to get a report timeworked a little detailed ? > For example, show me all tickets that have been worked on today, and > show the time worked on the tickets today, so not the total worked time > on a ticket. We have tickets that span a couple of days, so i'm > interested in reporting today's worked time. > Can this be done with a query ? You probably need a new column, TimeWorkedToday, and a custom code in tickets' column map to implement it. > Thank you for your time. > > Reagards, > > Mayk > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From backus at nlcom.nl Wed Nov 23 08:24:54 2011 From: backus at nlcom.nl (Mayk Backus) Date: Wed, 23 Nov 2011 14:24:54 +0100 Subject: [rt-users] Query / Report worked time In-Reply-To: References: <4ECC124B.9070502@nlcom.nl> Message-ID: <4ECCF426.5080500@nlcom.nl> Hi Ruslan, thanx for the reply. I've looked at the database, and it has a table called transactions. It contains the needed info, so my gues is it can be done with a script that gets the data straight from the sql. Not pretty, but could work. I'm more interested in a nice module/extension that can provide me with the info. At the moment we are looking into the ActivityReports and the TimeWorked . The timeworked on the wikia has instructions for RT 4 , but in another reply you note it contains 3.8 code. Is the information on the wikia incorrect then ? Thanx Regards, Mayk On 11/23/11 2:18 PM, Ruslan Zakirov wrote: > On Wed, Nov 23, 2011 at 1:21 AM, Mayk Backus wrote: >> Hi List, >> >> Is there a way to get a report timeworked a little detailed ? >> For example, show me all tickets that have been worked on today, and >> show the time worked on the tickets today, so not the total worked time >> on a ticket. We have tickets that span a couple of days, so i'm >> interested in reporting today's worked time. >> Can this be done with a query ? > You probably need a new column, TimeWorkedToday, and a custom code in > tickets' column map to implement it. > >> Thank you for your time. >> >> Reagards, >> >> Mayk >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain November 28 & 29, 2011 >> > > From vegard.vesterheim at uninett.no Wed Nov 23 08:38:08 2011 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 23 Nov 2011 14:38:08 +0100 Subject: [rt-users] Linking foreign tickets to RT tickets Message-ID: <1sobw3ufgf.fsf@voll.uninett.no> We would like to implement automatic handling of email messages with "foreign tickets" in our RT installation. When we get an email message containing a foreign ticket-id, we will create a new RT ticket in our system, taken special care to register the foreign ticket-id. When we get an email message with updated information about a previously seen foreign ticket-id, we will append/merge this into the existing RT ticket in our system. Ticket resolution could be automatic as well. I found this solution on the wiki, which implements a similar idea. http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages We would like this to be handled in a generic way. In principle one ticket in our RT system can refer to several other tickets on different foreign ticket systems. The first question is how to store the foreign ticket-id. One possibility is to use one of the Links fields in RT, another is to create a specific multivalued custom field. I guess this is a common use-case, and it could probably be implemented in a generic way, maybe even as an RT extension. I am wondering if someone has done something like this already. - Vegard V - From falcone at bestpractical.com Wed Nov 23 08:58:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 08:58:55 -0500 Subject: [rt-users] RT 4.0.2 articles - How to set RT not to put Article info upon including? In-Reply-To: <4ECCDE31.6050100@securax.org> References: <4ECCDE31.6050100@securax.org> Message-ID: <20111123135855.GR1021@jibsheet.com> On Wed, Nov 23, 2011 at 01:51:13PM +0200, Katina Haytova wrote: > Hello, > > First: > Hello, I am very glad to use RT as it is brilliant. > > I searched Google the Wiki and FAQs, but I could not find answers to > my problem. I also got through the code on the server where my RT is > installed but I could not find any clues about how to resolve my > problem. > > My problem: > When I try to insert an article in the REPLY or COMMENT field some > additional info appears. > I would like to include only the contents of the article, but I also > get the name and number of this article in my writing field. > > Example: > My example article's number is 5, > Its title is "Hello" > Its contents: > Hello, > > Thank you for contacting us. > > When I choose to insert this article here is what I get: > _____ > > #5: Hello > -------------------------------------- > Content: > ------- > Hello, > > Thank you for contacting us. > > _____ > > Is it possible to setup RT in a way that will not allow the number > and title info of the article to appear in the writing field? This is controlled on the Class configuration page, there are checkboxes for it. Tools -> Configuration -> Tools -> Articles -> Classes -> Select -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 23 09:00:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 09:00:58 -0500 Subject: [rt-users] Linking foreign tickets to RT tickets In-Reply-To: <1sobw3ufgf.fsf@voll.uninett.no> References: <1sobw3ufgf.fsf@voll.uninett.no> Message-ID: <20111123140058.GS1021@jibsheet.com> On Wed, Nov 23, 2011 at 02:38:08PM +0100, Vegard Vesterheim wrote: > We would like to implement automatic handling of email messages with > "foreign tickets" in our RT installation. > > When we get an email message containing a foreign ticket-id, we will > create a new RT ticket in our system, taken special care to register the > foreign ticket-id. When we get an email message with updated information > about a previously seen foreign ticket-id, we will append/merge this > into the existing RT ticket in our system. Ticket resolution could be > automatic as well. > > I found this solution on the wiki, which implements a similar idea. > http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages This has been repackaged as rt-extension-nagios > We would like this to be handled in a generic way. In principle one > ticket in our RT system can refer to several other tickets on different > foreign ticket systems. The first question is how to store the foreign > ticket-id. One possibility is to use one of the Links fields in RT, > another is to create a specific multivalued custom field. > > I guess this is a common use-case, and it could probably be implemented > in a generic way, maybe even as an RT extension. I am wondering if > someone has done something like this already. The problem with the generic solution is usually the parsing/regenerating of the foreign system's ticket information. That tends to vary wildly. I'd probably store the foreign ticket info in RT using a Custom Field with a Link To setting back into the foreign system, but a Refers To link would also work. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From katina.haytova at securax.org Wed Nov 23 09:20:25 2011 From: katina.haytova at securax.org (Katina Haytova) Date: Wed, 23 Nov 2011 16:20:25 +0200 Subject: [rt-users] RT 4.0.2 articles - How to set RT not to put Article info upon including? In-Reply-To: <20111123135855.GR1021@jibsheet.com> References: <4ECCDE31.6050100@securax.org> <20111123135855.GR1021@jibsheet.com> Message-ID: <4ECD0129.60504@securax.org> On 11/23/2011 03:58 PM, Kevin Falcone wrote: > > This is controlled on the Class configuration page, there are > checkboxes for it. > > Tools -> Configuration -> Tools -> Articles -> Classes -> Select > > -kevin > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28& 29, 2011 Ooh. Thank You! I feel so stupid. Thank you sooo much! You saved my day! Regards Kate From ruz at bestpractical.com Wed Nov 23 10:38:14 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 23 Nov 2011 19:38:14 +0400 Subject: [rt-users] Query / Report worked time In-Reply-To: <4ECCF426.5080500@nlcom.nl> References: <4ECC124B.9070502@nlcom.nl> <4ECCF426.5080500@nlcom.nl> Message-ID: On Wed, Nov 23, 2011 at 5:24 PM, Mayk Backus wrote: > Hi Ruslan, > > thanx for the reply. ?I've looked at the database, and it has a table > called transactions. It contains the needed info, so my gues is it can > be done with a script that gets the data straight from the sql. Not > pretty, but could work. I'm more interested in a nice module/extension > that can provide me with the info. At the moment we are looking into the > ActivityReports and the TimeWorked . > > The timeworked on the wikia has instructions for RT 4 , but in another > reply you note it contains 3.8 code. Is the information on the wikia > incorrect then ? Give me a link to check those instructions. Tools/Reports dir doesn't exist in RT4. I assumed that that file you have in local comes from your 3.8 installation. If it's something from the wiki then it's possible that it was ported over RT4. You have syntax error in the file, so it can be copy&paste error. > > Thanx > > Regards, > > Mayk > > > > On 11/23/11 2:18 PM, Ruslan Zakirov wrote: >> On Wed, Nov 23, 2011 at 1:21 AM, Mayk Backus wrote: >>> Hi List, >>> >>> Is there a way to get a report timeworked a little detailed ? >>> For example, show me all tickets that have been worked on today, and >>> show the time worked on the tickets today, so not the total worked time >>> on a ticket. We have tickets that span a couple of days, so i'm >>> interested in reporting today's worked time. >>> Can this be done with a query ? >> You probably need a new column, TimeWorkedToday, and a custom code in >> tickets' column map to implement it. >> >>> Thank you for your time. >>> >>> Reagards, >>> >>> Mayk >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * ?Barcelona, Spain ?November 28 & 29, 2011 >>> >> >> > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From backus at nlcom.nl Wed Nov 23 10:42:48 2011 From: backus at nlcom.nl (Mayk Backus) Date: Wed, 23 Nov 2011 16:42:48 +0100 Subject: [rt-users] Query / Report worked time In-Reply-To: References: <4ECCF426.5080500@nlcom.nl> Message-ID: <4ECD1478.8020708@nlcom.nl> Hi Ruslan, the link to the wiki is : http://requesttracker.wikia.com/wiki/TimeWorkedReport A coworker of mine, who is a coder, fixed the code, only the integration in the menu still doesn't work (perhaps due to 3.8 code?). I will create a wiki login to share the changes, it was an issue with quotes i learned. We are also changing the script to have some extra output. We are still noobs in RT, what's the best way to share modifications ? We have some modifications in place to let RT better integrate in i-doit (cmdb and documentation software). Regards Mayk On 11/23/11 4:38 PM, Ruslan Zakirov wrote: > On Wed, Nov 23, 2011 at 5:24 PM, Mayk Backus wrote: >> Hi Ruslan, >> >> thanx for the reply. I've looked at the database, and it has a table >> called transactions. It contains the needed info, so my gues is it can >> be done with a script that gets the data straight from the sql. Not >> pretty, but could work. I'm more interested in a nice module/extension >> that can provide me with the info. At the moment we are looking into the >> ActivityReports and the TimeWorked . >> >> The timeworked on the wikia has instructions for RT 4 , but in another >> reply you note it contains 3.8 code. Is the information on the wikia >> incorrect then ? > Give me a link to check those instructions. Tools/Reports dir doesn't > exist in RT4. I assumed that that file you have in local comes from > your 3.8 installation. If it's something from the wiki then it's > possible that it was ported over RT4. You have syntax error in the > file, so it can be copy&paste error. > >> Thanx >> >> Regards, >> >> Mayk >> >> >> >> On 11/23/11 2:18 PM, Ruslan Zakirov wrote: >>> On Wed, Nov 23, 2011 at 1:21 AM, Mayk Backus wrote: >>>> Hi List, >>>> >>>> Is there a way to get a report timeworked a little detailed ? >>>> For example, show me all tickets that have been worked on today, and >>>> show the time worked on the tickets today, so not the total worked time >>>> on a ticket. We have tickets that span a couple of days, so i'm >>>> interested in reporting today's worked time. >>>> Can this be done with a query ? >>> You probably need a new column, TimeWorkedToday, and a custom code in >>> tickets' column map to implement it. >>> >>>> Thank you for your time. >>>> >>>> Reagards, >>>> >>>> Mayk >>>> >>>> -------- >>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>> * Barcelona, Spain November 28 & 29, 2011 >>>> >>> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain November 28 & 29, 2011 >> > > From bart at pleh.info Wed Nov 23 11:25:01 2011 From: bart at pleh.info (Bart) Date: Wed, 23 Nov 2011 17:25:01 +0100 Subject: [rt-users] rt-crontool - "increase" the value of a CF. Message-ID: Hi, Before I start with the actual question I'll explain what I'm trying to achieve first, just in case someone has a better idea for achieving it ;) As you know the SLA plugin does it's job quite well but what if you'd want to know exactly how long something was at a supplier or how long a customer left you waiting for your reports? It's quite difficult to find this information, and in our case we use Business Objects to datamine RT's database and it's quite complicated within BO to calculate these values (and taking into account the actual SLA service windows + holidays). Because of that we decided that we needed to solve this within RT, but how? Below a list of our status types: - New - Open - Parked - At_supplier - At_requestor - At_Internal_department (roughly translated since we use Dutch names for this) Our solution was to create a Custom Field for every active/initial ticket status type, this CF would have the soul purpose of simply showing the amount of minutes a ticket had this status. Thus the names of these CF's would look something like this: (these fields will be hidden from users) - Time_New - Time_Open - Time_Parked - Time_At_supplier - Time_At_requestor - Time_At_Internal_department Just to keep things clear I'm leaving these names as they are, this part up to now is rather simple. The difficult part is to get a value inside those fields. We thought it would be good to create a cron job which will execute a bash script (or perl, though I'm more familiar with bash) which will use rt-crontool to search for all tickets with status X and then increase the value of the CF Time_X by 5. The cron job would run every 5 minutes, only during our service window and within the bash script we'll add the intelligence for skipping the holidays. So far so good. I've then created a simple rt-crontool command to see if I could find a ticket and if I could set a value when I found that ticket. This worked as well, below the result: /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg "status = 'open'" \ --action RT::Action::SetPriority --action-arg 3 \ --verbose So now for the question(s): - First a simple one, how do I set a value for a custom field? - And the more difficult one, how do I increase a value instead of replacing it? (adding + or something like that doesn't seem to work) Hopefully this is possible with the rt-crontool, if not then I'd like to hear your thoughts on how I'd be able to do the above in a different manner. Thanks in advance for replying :-) -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 23 12:08:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 12:08:31 -0500 Subject: [rt-users] rt-crontool - "increase" the value of a CF. In-Reply-To: References: Message-ID: <20111123170831.GT1021@jibsheet.com> On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote: > I've then created a simple rt-crontool command to see if I could find a ticket and if I could > set a value when I found that ticket. This worked as well, below the result: > /opt/rt4/bin/rt-crontool \ > --search RT::Search::FromSQL \ > --search-arg "status = 'open'" \ > --action RT::Action::SetPriority --action-arg 3 \ > --verbose > So now for the question(s): > > * First a simple one, how do I set a value for a custom field? > * And the more difficult one, how do I increase a value instead of replacing it? (adding + > or something like that doesn't seem to work) > > Hopefully this is possible with the rt-crontool, if not then I'd like to hear your thoughts on > how I'd be able to do the above in a different manner. Unfortunately, you'll need to write your own RT::Action to change the CF You could turn this into a pretty trivial perl script using the RT API and calling $tickets->FromSQL("status = 'open'") and then iterating the list to call AddCustomFieldValue -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Wed Nov 23 12:24:11 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 23 Nov 2011 21:24:11 +0400 Subject: [rt-users] Query / Report worked time In-Reply-To: <4ECD1478.8020708@nlcom.nl> References: <4ECCF426.5080500@nlcom.nl> <4ECD1478.8020708@nlcom.nl> Message-ID: On Wed, Nov 23, 2011 at 7:42 PM, Mayk Backus wrote: > Hi Ruslan, > > the link to the wiki is : > http://requesttracker.wikia.com/wiki/TimeWorkedReport > A coworker of mine, who is a coder, fixed the code, only the integration > in the menu still doesn't work (perhaps due to 3.8 code?). I will create Yes. Menu subsystem have been changed in RT4. Take a look at some extension that have been ported over RT4. Actually the wiki page has hints about the menu. > a wiki login to share the changes, it was an issue with quotes i > learned. We are also changing the script to have some extra output. > > We are still noobs in RT, what's the best way to share modifications ? > We have some modifications in place to let RT better integrate in i-doit > (cmdb and documentation software). Syntax errors should be fixed. If you update with new functionality then either wrap it as an extension or replace code on the page (if old functionality is kept and new is generic enough to be used by many people). It's really easy to create an extension for RT. Developer installs Module::Install::RTx and steals Makefile.PL from any extension (steal from http://search.cpan.org/~ruz/). > Regards > > Mayk > > > On 11/23/11 4:38 PM, Ruslan Zakirov wrote: >> On Wed, Nov 23, 2011 at 5:24 PM, Mayk Backus wrote: >>> Hi Ruslan, >>> >>> thanx for the reply. ?I've looked at the database, and it has a table >>> called transactions. It contains the needed info, so my gues is it can >>> be done with a script that gets the data straight from the sql. Not >>> pretty, but could work. I'm more interested in a nice module/extension >>> that can provide me with the info. At the moment we are looking into the >>> ActivityReports and the TimeWorked . >>> >>> The timeworked on the wikia has instructions for RT 4 , but in another >>> reply you note it contains 3.8 code. Is the information on the wikia >>> incorrect then ? >> Give me a link to check those instructions. Tools/Reports dir doesn't >> exist in RT4. I assumed that that file you have in local comes from >> your 3.8 installation. If it's something from the wiki then it's >> possible that it was ported over RT4. You have syntax error in the >> file, so it can be copy&paste error. >> >>> Thanx >>> >>> Regards, >>> >>> Mayk >>> >>> >>> >>> On 11/23/11 2:18 PM, Ruslan Zakirov wrote: >>>> On Wed, Nov 23, 2011 at 1:21 AM, Mayk Backus wrote: >>>>> Hi List, >>>>> >>>>> Is there a way to get a report timeworked a little detailed ? >>>>> For example, show me all tickets that have been worked on today, and >>>>> show the time worked on the tickets today, so not the total worked time >>>>> on a ticket. We have tickets that span a couple of days, so i'm >>>>> interested in reporting today's worked time. >>>>> Can this be done with a query ? >>>> You probably need a new column, TimeWorkedToday, and a custom code in >>>> tickets' column map to implement it. >>>> >>>>> Thank you for your time. >>>>> >>>>> Reagards, >>>>> >>>>> Mayk >>>>> >>>>> -------- >>>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>>> * ?Barcelona, Spain ?November 28 & 29, 2011 >>>>> >>>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * ?Barcelona, Spain ?November 28 & 29, 2011 >>> >> >> > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From boyken at divms.uiowa.edu Wed Nov 23 12:46:44 2011 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Wed, 23 Nov 2011 11:46:44 -0600 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 In-Reply-To: References: Message-ID: <4ECD3184.8010806@divms.uiowa.edu> We run RT on RedHat Enterprise Server 6.1, with Perl 5.14.2. We set up RT::ExternalAuth to authenticate against our OpenLDAP server, and it works fine with RT 4.0.2. But after upgrading to RT 4.0.4, LDAP authentication breaks. I'd appreciate any helpful ideas. Here's the relevant log entry--it's an LDAP bind() error: Nov 23 11:27:28 serv07 RT: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/path_to_our_RT/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) This is the relevant section of our RT_SiteConfig.pm file (where values beginning with "our" have been changed for posting): # To enable RT::Authen::ExternalAuth Set(@Plugins, qw(RT::Authen::ExternalAuth)); # RT::Authen::ExternalAuth settings # For information on configuring RT::Authen::ExternalAuth, see # $RT_HOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Set($ExternalAuthPriority, ['DIVMS_LDAP',]); Set($ExternalInfoPriority, ['DIVMS_LDAP',]); Set($ExternalServiceUsesSSLorTLS, 1); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'DIVMS_LDAP' => { 'type' => 'ldap', 'server' => 'our_server', 'user' => 'our_cn', 'pass' => 'our_password', 'base' => 'our_base', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=FooBarBaz)', 'tls' => 1, 'ssl_version' => 1, 'net_ldap_args' => [ port => 389, version => 3 ], 'group' => '', 'group_attr' => '', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'gecos', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', } } } ); -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) From bart at pleh.info Wed Nov 23 13:23:54 2011 From: bart at pleh.info (Bart) Date: Wed, 23 Nov 2011 19:23:54 +0100 Subject: [rt-users] rt-crontool - "increase" the value of a CF. In-Reply-To: <20111123170831.GT1021@jibsheet.com> References: <20111123170831.GT1021@jibsheet.com> Message-ID: Hi Kevin, Thanks for the reply, Guess I'll have to learn Perl a bit more then and experiment a little with this. Will post the results once I've gained some progress. -- Bart Op 23 november 2011 18:08 schreef Kevin Falcone het volgende: > On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote: > > I've then created a simple rt-crontool command to see if I could find > a ticket and if I could > > set a value when I found that ticket. This worked as well, below the > result: > > /opt/rt4/bin/rt-crontool \ > > --search RT::Search::FromSQL \ > > --search-arg "status = 'open'" \ > > --action RT::Action::SetPriority --action-arg 3 \ > > --verbose > > So now for the question(s): > > > > * First a simple one, how do I set a value for a custom field? > > * And the more difficult one, how do I increase a value instead of > replacing it? (adding + > > or something like that doesn't seem to work) > > > > Hopefully this is possible with the rt-crontool, if not then I'd like > to hear your thoughts on > > how I'd be able to do the above in a different manner. > > Unfortunately, you'll need to write your own RT::Action to change the CF > > You could turn this into a pretty trivial perl script using the RT API > and calling $tickets->FromSQL("status = 'open'") and then iterating > the list to call AddCustomFieldValue > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Wed Nov 23 13:50:02 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 23 Nov 2011 10:50:02 -0800 (PST) Subject: [rt-users] rt-crontool - "increase" the value of a CF. In-Reply-To: References: <20111123170831.GT1021@jibsheet.com> Message-ID: Wouldn't this work (snippet from a bigger script): # and set custom fields /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'="${contractor}" /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" That's how I set custom fields. You could get the value that way, increment it or whatever in a script, and then set it again. On Wed, November 23, 2011 10:23 am, Bart wrote: > Hi Kevin, > > Thanks for the reply, > > Guess I'll have to learn Perl a bit more then and experiment a little with > this. > > Will post the results once I've gained some progress. > > -- Bart > > > Op 23 november 2011 18:08 schreef Kevin Falcone > het volgende: > >> On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote: >> > I've then created a simple rt-crontool command to see if I could >> find >> a ticket and if I could >> > set a value when I found that ticket. This worked as well, below >> the >> result: >> > /opt/rt4/bin/rt-crontool \ >> > --search RT::Search::FromSQL \ >> > --search-arg "status = 'open'" \ >> > --action RT::Action::SetPriority --action-arg 3 \ >> > --verbose >> > So now for the question(s): >> > >> > * First a simple one, how do I set a value for a custom field? >> > * And the more difficult one, how do I increase a value instead >> of >> replacing it? (adding + >> > or something like that doesn't seem to work) >> > >> > Hopefully this is possible with the rt-crontool, if not then I'd >> like >> to hear your thoughts on >> > how I'd be able to do the above in a different manner. >> >> Unfortunately, you'll need to write your own RT::Action to change the CF >> >> You could turn this into a pretty trivial perl script using the RT API >> and calling $tickets->FromSQL("status = 'open'") and then iterating >> the list to call AddCustomFieldValue >> >> -kevin >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > > !DSPAM:4ecd3a6094962612618147! > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > > !DSPAM:4ecd3a6094962612618147! > -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From falcone at bestpractical.com Wed Nov 23 13:53:22 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 13:53:22 -0500 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 In-Reply-To: <4ECD3184.8010806@divms.uiowa.edu> References: <4ECD3184.8010806@divms.uiowa.edu> Message-ID: <20111123185322.GU1021@jibsheet.com> On Wed, Nov 23, 2011 at 11:46:44AM -0600, Karl Boyken wrote: > We run RT on RedHat Enterprise Server 6.1, with Perl 5.14.2. We set > up RT::ExternalAuth to authenticate against our OpenLDAP server, and > it works fine with RT 4.0.2. But after upgrading to RT 4.0.4, LDAP > authentication breaks. I'd appreciate any helpful ideas. Here's > the relevant log entry--it's an LDAP bind() error: > > > Nov 23 11:27:28 serv07 RT: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_OPERATIONS_ERROR 1 (/path_to_our_RT/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) This usually means that the LDAP server rejected you in some way. You may find more information in the server logs, you may also set net_ldap_args => [ debug => 2 or 8 ] in addition to your current args to get back the full dumps of packets coming over the wire. Please note that the debug dumps may contain privileged info, so it's really just a debugging shim. -kevin > This is the relevant section of our RT_SiteConfig.pm file (where > values beginning with "our" have been changed for posting): > > > # To enable RT::Authen::ExternalAuth > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > > # RT::Authen::ExternalAuth settings > # For information on configuring RT::Authen::ExternalAuth, see > # $RT_HOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > > Set($ExternalAuthPriority, ['DIVMS_LDAP',]); > Set($ExternalInfoPriority, ['DIVMS_LDAP',]); > Set($ExternalServiceUsesSSLorTLS, 1); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, > { > 'DIVMS_LDAP' => { > 'type' => 'ldap', > 'server' => 'our_server', > 'user' => 'our_cn', > 'pass' => 'our_password', > 'base' => 'our_base', > 'filter' => '(objectClass=*)', > 'd_filter' => '(objectClass=FooBarBaz)', > 'tls' => 1, > 'ssl_version' => 1, > 'net_ldap_args' => [ port => 389, version => 3 ], > 'group' => '', > 'group_attr' => '', > 'attr_match_list' => [ 'Name', 'EmailAddress', ], > 'attr_map' => { > 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'gecos', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'uid', > } > } > } > ); > > -- > Karl Boyken, system administrator karl-boyken at uiowa.edu > 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ > The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) > 319-335-3668 (fax) > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bart at pleh.info Wed Nov 23 13:57:41 2011 From: bart at pleh.info (Bart) Date: Wed, 23 Nov 2011 19:57:41 +0100 Subject: [rt-users] rt-crontool - "increase" the value of a CF. In-Reply-To: References: <20111123170831.GT1021@jibsheet.com> Message-ID: Hi Yan, I'll also have a look at the rt script and see if I can manage it using that, thanks :) -- Bart Op 23 november 2011 19:50 schreef Yan Seiner het volgende: > Wouldn't this work (snippet from a bigger script): > > # and set custom fields > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'="${contractor}" > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" > > That's how I set custom fields. You could get the value that way, > increment it or whatever in a script, and then set it again. > > > > On Wed, November 23, 2011 10:23 am, Bart wrote: > > Hi Kevin, > > > > Thanks for the reply, > > > > Guess I'll have to learn Perl a bit more then and experiment a little > with > > this. > > > > Will post the results once I've gained some progress. > > > > -- Bart > > > > > > Op 23 november 2011 18:08 schreef Kevin Falcone > > het volgende: > > > >> On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote: > >> > I've then created a simple rt-crontool command to see if I could > >> find > >> a ticket and if I could > >> > set a value when I found that ticket. This worked as well, below > >> the > >> result: > >> > /opt/rt4/bin/rt-crontool \ > >> > --search RT::Search::FromSQL \ > >> > --search-arg "status = 'open'" \ > >> > --action RT::Action::SetPriority --action-arg 3 \ > >> > --verbose > >> > So now for the question(s): > >> > > >> > * First a simple one, how do I set a value for a custom field? > >> > * And the more difficult one, how do I increase a value instead > >> of > >> replacing it? (adding + > >> > or something like that doesn't seem to work) > >> > > >> > Hopefully this is possible with the rt-crontool, if not then I'd > >> like > >> to hear your thoughts on > >> > how I'd be able to do the above in a different manner. > >> > >> Unfortunately, you'll need to write your own RT::Action to change the CF > >> > >> You could turn this into a pretty trivial perl script using the RT API > >> and calling $tickets->FromSQL("status = 'open'") and then iterating > >> the list to call AddCustomFieldValue > >> > >> -kevin > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * Barcelona, Spain ? November 28 & 29, 2011 > >> > > > > > > !DSPAM:4ecd3a6094962612618147! > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > !DSPAM:4ecd3a6094962612618147! > > > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Wed Nov 23 14:06:12 2011 From: yan at seiner.com (Yan Seiner) Date: Wed, 23 Nov 2011 11:06:12 -0800 (PST) Subject: [rt-users] rt v. rt-crontool Message-ID: <1c55596395f67dac50d891ddb1c03566.squirrel@mail.seiner.com> The recent discussion on modifying custom fields got me thinking.... What is the difference between using rt and rt-crontool? Seems that both can do slightly different things and are really different tools. The name makes it seem like rt-crontool is somehow preferred when running a scheduled job, but I can't think of a reason why rt could not be used in a cron job. Here's a script I use to create a linked ticket from an email: #!/bin/bash # exim helper script for adding an invoice ticket to a work order # create a temp file and dump stdio into it t=$(tempfile --directory=/tmp) || exit 1 cat - > $t # we create the ticket subject=$(grep -i '^subject:' $t | sed -e 's/^.*: *//') ticket=$(/opt/rt4/bin/rt create -t ticket set queue="Water Invoices" subject="${subject}" | sed -e s/[^0-9]//g) parent=$(/opt/rt4/bin/rt ls -i "'CF.{Work Order No.}'=${LOCAL_PART} and queue!='Water Invoices'" | sed -e s+^.*/++) # validate $parent here; exit 1 if not found if [[ -z $parent ]] ; then echo "Work Order ${LOCAL_PART} not found" exit 1 fi # exit 1 if multiple tickets found if [ `echo $parent | wc | awk '{print $2}'` -gt 1 ] ; then echo "Multiple tickets with Work Order ${LOCAL_PART} found" echo "ticket numbers are " `echo $parent | sed s+ticket/++g` exit 1 fi # Now link ticket /opt/rt4/bin/rt link ${ticket} memberof ${parent} # and set custom fields /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'="${contractor}" /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" export EXTENSION=${ticket} cat $t | /opt/rt4/bin/rt-mailgate --action comment --queue Invoices --extension ticket --url http://rt.subutil.com -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From bart at pleh.info Wed Nov 23 14:29:15 2011 From: bart at pleh.info (Bart) Date: Wed, 23 Nov 2011 20:29:15 +0100 Subject: [rt-users] rt-crontool - "increase" the value of a CF. In-Reply-To: References: <20111123170831.GT1021@jibsheet.com> Message-ID: Did some reading on the RT-Tool page ( http://requesttracker.wikia.com/wiki/UseRtTool ) and found this command: bin/rt list -i "Queue = 'testqueue'" | bin/rt edit - set status=resolved I'm lacking the documentation and our test environment a.t.m. (am at home). So I'll do some experimenting in the test environment tomorrow at work, hopefully it will show me some nice results ^_^ -- Bart Op 23 november 2011 19:57 schreef Bart het volgende: > Hi Yan, > > I'll also have a look at the rt script and see if I can manage it using > that, thanks :) > > -- Bart > > > Op 23 november 2011 19:50 schreef Yan Seiner het > volgende: > > Wouldn't this work (snippet from a bigger script): >> >> # and set custom fields >> /opt/rt4/bin/rt edit ticket/${ticket} set >> 'CF.{contractor}'="${contractor}" >> /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" >> >> That's how I set custom fields. You could get the value that way, >> increment it or whatever in a script, and then set it again. >> >> >> >> On Wed, November 23, 2011 10:23 am, Bart wrote: >> > Hi Kevin, >> > >> > Thanks for the reply, >> > >> > Guess I'll have to learn Perl a bit more then and experiment a little >> with >> > this. >> > >> > Will post the results once I've gained some progress. >> > >> > -- Bart >> > >> > >> > Op 23 november 2011 18:08 schreef Kevin Falcone >> > het volgende: >> > >> >> On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote: >> >> > I've then created a simple rt-crontool command to see if I could >> >> find >> >> a ticket and if I could >> >> > set a value when I found that ticket. This worked as well, below >> >> the >> >> result: >> >> > /opt/rt4/bin/rt-crontool \ >> >> > --search RT::Search::FromSQL \ >> >> > --search-arg "status = 'open'" \ >> >> > --action RT::Action::SetPriority --action-arg 3 \ >> >> > --verbose >> >> > So now for the question(s): >> >> > >> >> > * First a simple one, how do I set a value for a custom field? >> >> > * And the more difficult one, how do I increase a value instead >> >> of >> >> replacing it? (adding + >> >> > or something like that doesn't seem to work) >> >> > >> >> > Hopefully this is possible with the rt-crontool, if not then I'd >> >> like >> >> to hear your thoughts on >> >> > how I'd be able to do the above in a different manner. >> >> >> >> Unfortunately, you'll need to write your own RT::Action to change the >> CF >> >> >> >> You could turn this into a pretty trivial perl script using the RT API >> >> and calling $tickets->FromSQL("status = 'open'") and then iterating >> >> the list to call AddCustomFieldValue >> >> >> >> -kevin >> >> >> >> -------- >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> >> * Barcelona, Spain ? November 28 & 29, 2011 >> >> >> > >> > >> > !DSPAM:4ecd3a6094962612618147! >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Barcelona, Spain ? November 28 & 29, 2011 >> > >> > !DSPAM:4ecd3a6094962612618147! >> > >> >> >> -- >> Pain is temporary. It may last a minute, or an hour, or a day, or a year, >> but eventually it will subside and something else will take its place. If >> I quit, however, it lasts forever. >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 23 14:29:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 14:29:52 -0500 Subject: [rt-users] rt v. rt-crontool In-Reply-To: <1c55596395f67dac50d891ddb1c03566.squirrel@mail.seiner.com> References: <1c55596395f67dac50d891ddb1c03566.squirrel@mail.seiner.com> Message-ID: <20111123192952.GV1021@jibsheet.com> On Wed, Nov 23, 2011 at 11:06:12AM -0800, Yan Seiner wrote: > The recent discussion on modifying custom fields got me thinking.... What > is the difference between using rt and rt-crontool? bin/rt is a general purpose tool that uses the REST interface rt-crontool is intended to glue together existing RT::Search/RT::Condition/RT::Action/RT::Templates. For example, I could do your bin/rt script as a CreateTickets action with a custom Template. If the search, condition and action you want already exist (such as bumping priority on tickets after 5 days without an owner) then rt-crontool is going to just work with a lot less code than recreating that in bin/rt. Also, looping over hundreds of tickets should be faster in rt-crontool rather than bin/rt because it uses the API rather than making tons of HTTP requests. -kevin > Seems that both can do slightly different things and are really different > tools. The name makes it seem like rt-crontool is somehow preferred when > running a scheduled job, but I can't think of a reason why rt could not be > used in a cron job. > > Here's a script I use to create a linked ticket from an email: > > #!/bin/bash > > # exim helper script for adding an invoice ticket to a work order > > # create a temp file and dump stdio into it > t=$(tempfile --directory=/tmp) || exit 1 > cat - > $t > > # we create the ticket > subject=$(grep -i '^subject:' $t | sed -e 's/^.*: *//') > ticket=$(/opt/rt4/bin/rt create -t ticket set queue="Water Invoices" > subject="${subject}" | sed -e s/[^0-9]//g) > parent=$(/opt/rt4/bin/rt ls -i "'CF.{Work Order No.}'=${LOCAL_PART} and > queue!='Water Invoices'" | sed -e s+^.*/++) > > # validate $parent here; exit 1 if not found > if [[ -z $parent ]] ; then > echo "Work Order ${LOCAL_PART} not found" > exit 1 > fi > > # exit 1 if multiple tickets found > if [ `echo $parent | wc | awk '{print $2}'` -gt 1 ] ; then > echo "Multiple tickets with Work Order ${LOCAL_PART} found" > echo "ticket numbers are " `echo $parent | sed s+ticket/++g` > exit 1 > fi > > # Now link ticket > /opt/rt4/bin/rt link ${ticket} memberof ${parent} > > # and set custom fields > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'="${contractor}" > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" > > export EXTENSION=${ticket} > cat $t | /opt/rt4/bin/rt-mailgate --action comment --queue Invoices > --extension ticket --url http://rt.subutil.com > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bart at pleh.info Wed Nov 23 14:36:57 2011 From: bart at pleh.info (Bart) Date: Wed, 23 Nov 2011 20:36:57 +0100 Subject: [rt-users] rt v. rt-crontool In-Reply-To: <1c55596395f67dac50d891ddb1c03566.squirrel@mail.seiner.com> References: <1c55596395f67dac50d891ddb1c03566.squirrel@mail.seiner.com> Message-ID: Hi, I believe that the real difference is that the RT tool allows you to actually create tickets and the RT-CronTool only has the ability to edit them. Other then that I wouldn't know much about the differences (except for the syntax of course). As for using the RT tool for cron, I can't see a reason for not using it in cron. (both RT tool and RT-CronTool have their use I guess) We're using the RT tool in cron for creating periodic tickets (example below): #!/bin/bash /opt/rt4/bin/rt create -t ticket \ set subject='A ticket subject, something snappy' \ set owner=who.should.be.the.owner at example.com \ set requestor=who.should.be.the.requestor at example.com \ set queue='Queue Name' \ set text='More detailed text regarding the periodic action.' \ set CF-'Ticket Type'='Change' \ set CF-'Ticket Priority'='4' \ set CF-'Item A'='Server' \ set CF-'Item B'='Admin' \ set CF-'Item C'='Update' It's nothing fancy but it's a straight forward way for creating tickets :-) -- Bart Op 23 november 2011 20:06 schreef Yan Seiner het volgende: > The recent discussion on modifying custom fields got me thinking.... What > is the difference between using rt and rt-crontool? > > Seems that both can do slightly different things and are really different > tools. The name makes it seem like rt-crontool is somehow preferred when > running a scheduled job, but I can't think of a reason why rt could not be > used in a cron job. > > Here's a script I use to create a linked ticket from an email: > > #!/bin/bash > > # exim helper script for adding an invoice ticket to a work order > > # create a temp file and dump stdio into it > t=$(tempfile --directory=/tmp) || exit 1 > cat - > $t > > # we create the ticket > subject=$(grep -i '^subject:' $t | sed -e 's/^.*: *//') > ticket=$(/opt/rt4/bin/rt create -t ticket set queue="Water Invoices" > subject="${subject}" | sed -e s/[^0-9]//g) > parent=$(/opt/rt4/bin/rt ls -i "'CF.{Work Order No.}'=${LOCAL_PART} and > queue!='Water Invoices'" | sed -e s+^.*/++) > > # validate $parent here; exit 1 if not found > if [[ -z $parent ]] ; then > echo "Work Order ${LOCAL_PART} not found" > exit 1 > fi > > # exit 1 if multiple tickets found > if [ `echo $parent | wc | awk '{print $2}'` -gt 1 ] ; then > echo "Multiple tickets with Work Order ${LOCAL_PART} found" > echo "ticket numbers are " `echo $parent | sed s+ticket/++g` > exit 1 > fi > > # Now link ticket > /opt/rt4/bin/rt link ${ticket} memberof ${parent} > > # and set custom fields > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'="${contractor}" > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" > > export EXTENSION=${ticket} > cat $t | /opt/rt4/bin/rt-mailgate --action comment --queue Invoices > --extension ticket --url http://rt.subutil.com > > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Nov 23 14:38:48 2011 From: bart at pleh.info (Bart) Date: Wed, 23 Nov 2011 20:38:48 +0100 Subject: [rt-users] rt v. rt-crontool In-Reply-To: <20111123192952.GV1021@jibsheet.com> References: <1c55596395f67dac50d891ddb1c03566.squirrel@mail.seiner.com> <20111123192952.GV1021@jibsheet.com> Message-ID: Ah, that clarifies the actual difference. Thanks for sharing :) -- Bart Op 23 november 2011 20:29 schreef Kevin Falcone het volgende: > On Wed, Nov 23, 2011 at 11:06:12AM -0800, Yan Seiner wrote: > > The recent discussion on modifying custom fields got me thinking.... What > > is the difference between using rt and rt-crontool? > > bin/rt is a general purpose tool that uses the REST interface > rt-crontool is intended to glue together existing > RT::Search/RT::Condition/RT::Action/RT::Templates. > > For example, I could do your bin/rt script as a CreateTickets action > with a custom Template. > > If the search, condition and action you want already exist (such as > bumping priority on tickets after 5 days without an owner) then > rt-crontool is going to just work with a lot less code than recreating > that in bin/rt. > > Also, looping over hundreds of tickets should be faster in rt-crontool > rather than bin/rt because it uses the API rather than making tons of > HTTP requests. > > -kevin > > > Seems that both can do slightly different things and are really different > > tools. The name makes it seem like rt-crontool is somehow preferred when > > running a scheduled job, but I can't think of a reason why rt could not > be > > used in a cron job. > > > > Here's a script I use to create a linked ticket from an email: > > > > #!/bin/bash > > > > # exim helper script for adding an invoice ticket to a work order > > > > # create a temp file and dump stdio into it > > t=$(tempfile --directory=/tmp) || exit 1 > > cat - > $t > > > > # we create the ticket > > subject=$(grep -i '^subject:' $t | sed -e 's/^.*: *//') > > ticket=$(/opt/rt4/bin/rt create -t ticket set queue="Water Invoices" > > subject="${subject}" | sed -e s/[^0-9]//g) > > parent=$(/opt/rt4/bin/rt ls -i "'CF.{Work Order No.}'=${LOCAL_PART} and > > queue!='Water Invoices'" | sed -e s+^.*/++) > > > > # validate $parent here; exit 1 if not found > > if [[ -z $parent ]] ; then > > echo "Work Order ${LOCAL_PART} not found" > > exit 1 > > fi > > > > # exit 1 if multiple tickets found > > if [ `echo $parent | wc | awk '{print $2}'` -gt 1 ] ; then > > echo "Multiple tickets with Work Order ${LOCAL_PART} found" > > echo "ticket numbers are " `echo $parent | sed s+ticket/++g` > > exit 1 > > fi > > > > # Now link ticket > > /opt/rt4/bin/rt link ${ticket} memberof ${parent} > > > > # and set custom fields > > /opt/rt4/bin/rt edit ticket/${ticket} set > 'CF.{contractor}'="${contractor}" > > /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" > > > > export EXTENSION=${ticket} > > cat $t | /opt/rt4/bin/rt-mailgate --action comment --queue Invoices > > --extension ticket --url http://rt.subutil.com > > > > > > -- > > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > > but eventually it will subside and something else will take its place. If > > I quit, however, it lasts forever. > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mfuller at bandtel.com Wed Nov 23 14:43:57 2011 From: mfuller at bandtel.com (Mark Fuller) Date: Wed, 23 Nov 2011 14:43:57 -0500 Subject: [rt-users] Search issue Message-ID: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> If we try to search using the quick search box on the main page we can not search for a number because rt thinks it has to search for a ticket number. Being an ITSP we often have phone numbers in the subject line we want to look for and if we could search from there it would be much easier Any ideas what we need to do to make that work we are using RT 3.6.3 Mark -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Nov 23 14:48:12 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 23 Nov 2011 13:48:12 -0600 Subject: [rt-users] Search issue In-Reply-To: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> References: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> Message-ID: <20111123194812.GA24198@staff-mud-56-27.rice.edu> On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: > If we try to search using the quick search box on the main page we can not > search for a number because rt thinks it has to search for a ticket number. > Being an ITSP we often have phone numbers in the subject line we want to > look for and if we could search from there it would be much easier > > > > Any ideas what we need to do to make that work we are using > > RT 3.6.3 > > > > Mark We patched it to accept a number with anything else, even a space, as a text search and not a ticket number lookup. It was easy but I am away 'til Monday. Cheers, Ken From mfuller at bandtel.com Wed Nov 23 14:50:14 2011 From: mfuller at bandtel.com (Mark Fuller) Date: Wed, 23 Nov 2011 14:50:14 -0500 Subject: [rt-users] Search issue In-Reply-To: <20111123194812.GA24198@staff-mud-56-27.rice.edu> References: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> <20111123194812.GA24198@staff-mud-56-27.rice.edu> Message-ID: <0358bd6a0ecd4d2a3faa818098657f63@mail.gmail.com> Thanks Ken no rush but I would love a solution Mark -----Original Message----- From: ktm at rice.edu [mailto:ktm at rice.edu] Sent: Wednesday, November 23, 2011 2:48 PM To: Mark Fuller Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search issue On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: > If we try to search using the quick search box on the main page we can not > search for a number because rt thinks it has to search for a ticket number. > Being an ITSP we often have phone numbers in the subject line we want to > look for and if we could search from there it would be much easier > > > > Any ideas what we need to do to make that work we are using > > RT 3.6.3 > > > > Mark We patched it to accept a number with anything else, even a space, as a text search and not a ticket number lookup. It was easy but I am away 'til Monday. Cheers, Ken From falcone at bestpractical.com Wed Nov 23 14:51:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 14:51:50 -0500 Subject: [rt-users] Search issue In-Reply-To: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> References: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> Message-ID: <20111123195150.GW1021@jibsheet.com> On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: > If we try to search using the quick search box on the main page we can not search for a number > because rt thinks it has to search for a ticket number. Being an ITSP we often have phone > numbers in the subject line we want to look for and if we could search from there it would be > much easier Search for "number" instead The quotes skip the magic id check -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 23 14:52:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 14:52:41 -0500 Subject: [rt-users] rt-4.0.4 search non latin character problem In-Reply-To: <4ECBC775.90105@lttnet.net> References: <4ECB9BC5.3070004@lttnet.net> <20111122151318.GL1021@jibsheet.com> <4ECBC775.90105@lttnet.net> Message-ID: <20111123195241.GX1021@jibsheet.com> On Tue, Nov 22, 2011 at 06:01:57PM +0200, haroun at lttnet.net wrote: > Kevin Falcone wrote: > >On Tue, Nov 22, 2011 at 02:55:33PM +0200, haroun at lttnet.net wrote: > >>I installed new rt-4.0.4 but i faced problem with search non latin > >>character like arabic words, it is ok with english words, i have old > >>RT-3.8.1 I can search Arabic words with it > >>and also I tested rt-4.0.0 & rt-4.0.2 and I faced the same problem, > >>I ask if any one know how can I fix this issue or what should I do > >>to trace it. > > > >What database, what form of searching have you enabled (indexed full > >text, non-indexed full text) or is this subject rather than content > >searching. > tanks for your reply, my database is is mysql-5.077, and I use the > default setting for search in /etc/ RT_Config.pm, I faced the > problem with simple and advanced search > search example: http://rt.mydomain.com/Search/Simple.html?q=????? That search only looks at Subjects, not at any body content. Should it match a subject? What kind of search are you doing from Advanced? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mfuller at bandtel.com Wed Nov 23 14:53:16 2011 From: mfuller at bandtel.com (Mark Fuller) Date: Wed, 23 Nov 2011 14:53:16 -0500 Subject: [rt-users] Search issue In-Reply-To: <20111123195150.GW1021@jibsheet.com> References: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> <20111123195150.GW1021@jibsheet.com> Message-ID: I tried that and it did not work Mark -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, November 23, 2011 2:52 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search issue On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: > If we try to search using the quick search box on the main page we can not search for a number > because rt thinks it has to search for a ticket number. Being an ITSP we often have phone > numbers in the subject line we want to look for and if we could search from there it would be > much easier Search for "number" instead The quotes skip the magic id check -kevin From falcone at bestpractical.com Wed Nov 23 15:04:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 15:04:48 -0500 Subject: [rt-users] Search issue In-Reply-To: References: <904a8750a75ce5b28d22b545dba6b316@mail.gmail.com> <20111123195150.GW1021@jibsheet.com> Message-ID: <20111123200448.GY1021@jibsheet.com> On Wed, Nov 23, 2011 at 02:53:16PM -0500, Mark Fuller wrote: > I tried that and it did not work The code is there in 3.6.3, and it works fine in 3.8 and 4.0. Since 3.6 was end-of-lifed a few months ago, I don't have an instance handy to test on. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Wednesday, November 23, 2011 2:52 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Search issue > > On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: > > If we try to search using the quick search box on the main page we > can not search for a number > > because rt thinks it has to search for a ticket number. Being an ITSP > we often have phone > > numbers in the subject line we want to look for and if we could > search from there it would be > > much easier > > Search for "number" instead > > The quotes skip the magic id check -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From boyken at divms.uiowa.edu Wed Nov 23 15:20:14 2011 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Wed, 23 Nov 2011 14:20:14 -0600 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 Message-ID: <4ECD557E.8070807@divms.uiowa.edu> From the LDAP server logs, it looks like a TLS negotiation failure. So, how does upgrading to 4.0.4 break RT::ExternalAuth TLS negotiation? I'm using the same settings for 4.0.4 as I do for 4.0.2. I reverted to 4.0.2, and LDAP works. Karl > Message: 6 Date: Wed, 23 Nov 2011 13:53:22 -0500 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 Message-ID: <20111123185322.GU1021 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Wed, Nov 23, 2011 at 11:46:44AM -0600, Karl Boyken wrote: >> > We run RT on RedHat Enterprise Server 6.1, with Perl 5.14.2. We set >> > up RT::ExternalAuth to authenticate against our OpenLDAP server, and >> > it works fine with RT 4.0.2. But after upgrading to RT 4.0.4, LDAP >> > authentication breaks. I'd appreciate any helpful ideas. Here's >> > the relevant log entry--it's an LDAP bind() error: >> > >> > >> > Nov 23 11:27:28 serv07 RT: >> > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: >> > LDAP_OPERATIONS_ERROR 1 (/path_to_our_RT/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > This usually means that the LDAP server rejected you in some way. > You may find more information in the server logs, you may also set > net_ldap_args => [ debug => 2 or 8 ] in addition to your current args > to get back the full dumps of packets coming over the wire. > Please note that the debug dumps may contain privileged info, so it's > really just a debugging shim. > > -kevin -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) From mjames at guesswho.com Wed Nov 23 16:05:35 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Wed, 23 Nov 2011 16:05:35 -0500 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 In-Reply-To: <4ECD3184.8010806@divms.uiowa.edu> References: <4ECD3184.8010806@divms.uiowa.edu> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC536A7D4@EXCLUS.nationala-1advertising.com> I just upgraded from 4.0.2 to 4.0.4 without issue. Simple questions - did you remember to upgrade the database as well? Also, perhaps you should run "make testdeps" and make sure all your dependencies are still fulfilled. After the upgrade, I had a different problem where the permissions on the mason_data folder had changed and that caused a permissions failure. Just nitpicking, since your config worked previously, but you shouldn't need a trailing comma in these 2 settings. Set($ExternalAuthPriority, ['DIVMS_LDAP',]); Set($ExternalInfoPriority, ['DIVMS_LDAP',]); Mike -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Karl Boyken Sent: Wednesday, November 23, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 We run RT on RedHat Enterprise Server 6.1, with Perl 5.14.2. We set up RT::ExternalAuth to authenticate against our OpenLDAP server, and it works fine with RT 4.0.2. But after upgrading to RT 4.0.4, LDAP authentication breaks. I'd appreciate any helpful ideas. Here's the relevant log entry--it's an LDAP bind() error: Nov 23 11:27:28 serv07 RT: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/path_to_our_RT/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) This is the relevant section of our RT_SiteConfig.pm file (where values beginning with "our" have been changed for posting): # To enable RT::Authen::ExternalAuth Set(@Plugins, qw(RT::Authen::ExternalAuth)); # RT::Authen::ExternalAuth settings # For information on configuring RT::Authen::ExternalAuth, see # $RT_HOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Set($ExternalAuthPriority, ['DIVMS_LDAP',]); Set($ExternalInfoPriority, ['DIVMS_LDAP',]); Set($ExternalServiceUsesSSLorTLS, 1); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'DIVMS_LDAP' => { 'type' => 'ldap', 'server' => 'our_server', 'user' => 'our_cn', 'pass' => 'our_password', 'base' => 'our_base', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=FooBarBaz)', 'tls' => 1, 'ssl_version' => 1, 'net_ldap_args' => [ port => 389, version => 3 ], 'group' => '', 'group_attr' => '', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'gecos', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', } } } ); -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Wed Nov 23 16:15:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Nov 2011 16:15:46 -0500 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 In-Reply-To: <4ECD557E.8070807@divms.uiowa.edu> References: <20111123185322.GU1021@jibsheet.com> <4ECD557E.8070807@divms.uiowa.edu> Message-ID: <20111123211546.GZ1021@jibsheet.com> On Wed, Nov 23, 2011 at 02:20:14PM -0600, Karl Boyken wrote: > From the LDAP server logs, it looks like a TLS negotiation failure. > So, how does upgrading to 4.0.4 break RT::ExternalAuth TLS > negotiation? I'm using the same settings for 4.0.4 as I do for > 4.0.2. I reverted to 4.0.2, and LDAP works. There have been some weird interaction with the crypt/ssl libs under mod_perl and the gnupg libs. It's possible that there is also something going on with Net::LDAP's ssl settings, but that's pure speculation. It'd be interesting to know your apache config. > >Message: 6 Date: Wed, 23 Nov 2011 13:53:22 -0500 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 Message-ID: <20111123185322.GU1021 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Wed, Nov 23, 2011 at 11:46:44AM -0600, Karl Boyken wrote: > >>> We run RT on RedHat Enterprise Server 6.1, with Perl 5.14.2. We set > >>> up RT::ExternalAuth to authenticate against our OpenLDAP server, and > >>> it works fine with RT 4.0.2. But after upgrading to RT 4.0.4, LDAP > >>> authentication breaks. I'd appreciate any helpful ideas. Here's > >>> the relevant log entry--it's an LDAP bind() error: > >>> > >>> > >>> Nov 23 11:27:28 serv07 RT: > >>> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > >>> LDAP_OPERATIONS_ERROR 1 (/path_to_our_RT/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > >This usually means that the LDAP server rejected you in some way. > >You may find more information in the server logs, you may also set > >net_ldap_args => [ debug => 2 or 8 ] in addition to your current args > >to get back the full dumps of packets coming over the wire. > >Please note that the debug dumps may contain privileged info, so it's > >really just a debugging shim. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mjames at guesswho.com Wed Nov 23 16:17:11 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Wed, 23 Nov 2011 16:17:11 -0500 Subject: [rt-users] Permissions question Message-ID: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> RT 4.0.4 How do I give a group rights to create/delete/view Saved Searches? As root, I went to Tools..Configuration..Groups and selected my group. I tried different combinations of Group and User Rights, but still the group members can't see/create/delete Saved Searches. Also, when logged in as a group member, I don't see the "About Me" item under "Logged in as Mike". Still wrapping my head around rights in v4.0.x Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Nov 23 16:28:03 2011 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 23 Nov 2011 13:28:03 -0800 Subject: [rt-users] Permissions question In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> References: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> Message-ID: Mike, The correct navigation would be Tools->Config->Global->Group Rights where you then pick a system group, role, or add a User-defined Group. Kenn On Wed, Nov 23, 2011 at 1:17 PM, wrote: > RT 4.0.4 How do I give a group rights to create/delete/view Saved > Searches? As root, I went to Tools..Configuration..Groups and selected my > group. I tried different combinations of Group and User Rights, but still > the group members can?t see/create/delete Saved Searches.**** > > ** ** > > Also, when logged in as a group member, I don?t see the ?About Me? item > under ?Logged in as Mike?. Still wrapping my head around rights in v4.0.x > **** > > ** ** > > Mike**** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Wed Nov 23 19:03:37 2011 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 24 Nov 2011 00:03:37 +0000 Subject: [rt-users] Charts displaying only "sometimes" (GD problem?) Message-ID: Hi all, I'm having problems with charts, both bar and pie charts. Little context: created new dashboard and new saved search (privately at group-level); trying to display a nice report in the form of a bar chart. It happens that *under certain conditions* RT doesn't show any chart. Actually apache does not generate&return the image, as if I point Chrome to the link of the image [1], then it returns "Error 324 (net::ERR_EMPTY_RESPONSE) The server closed the connection without sending any data". Up to now I found the following conditions (not excluding each other) that influence the displaying or not of a chart: - type of chart (bar vs. pie) - domain on X axis (queue/owner name/owner email address/etc.) - language set in the user preferences - user logged in Eg. given chart A: - if I login with user1 it shows, but with user2 it does not; - given a user, if I select it doesn't show, but works - given a user and a certain pair , it works if I turn to English from user preferencies; it doesn't if I select Italian - and so on... I'm using RT 4.0.2 (never upgraded, it's a fresh install) on Red Hat Enterprise Linux AS release 4 (Nahant Update 2) with Apache/2.0.52, mod_perl ??, GD::Graph 1.44, glibc-2.3.4-2.13 CLUES: 1a. as soon as my browser asks for the image and RT doesn't generate it, RT prints in /opt/rt4/var/log/apache2.error the following 2 lines: *** glibc detected *** free(): invalid pointer: 0x0dd16764 *** [Wed Nov 23 16:38:23 2011] [notice] child pid 10963 exit signal Aborted (6), possible coredump in /tmp/apache_core_dumps 1b. There's something more. Here's what apache's core dump says (resulting from the commands gdb /usr/sbin/httpd /tmp/apache_core_dumps/core.22613 + bt full): #0 0x0096c7a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2 No symbol table info available. #1 0x006a07d5 in raise () from /lib/tls/libc.so.6 No symbol table info available. #2 0x006a2149 in abort () from /lib/tls/libc.so.6 No symbol table info available. #3 0x006d440a in __libc_message () from /lib/tls/libc.so.6 No symbol table info available. #4 0x006dab3f in _int_free () from /lib/tls/libc.so.6 No symbol table info available. #5 0x006daeba in free () from /lib/tls/libc.so.6 No symbol table info available. #6 0x00cb2a57 in gdFree () from /usr/lib/libgd.so.2 No symbol table info available. #7 0x00be9c36 in XS_GD__Image_png (my_perl=0x9b85a98, cv=0xa875550) at GD.xs:944 data = (void *) 0xcec9a44 size = 3545 level = Variable "level" is not available. 2. after enabling logging by adding Set($LogToFile, "debug") to RT_Site_Config.pm, I noticed the following message in rt.log: [Wed Nov 23 10:56:18 2011] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: [...] at /opt/rt4/sbin/../lib/RT/Config.pm line 542. (/opt/rt4/sbin/../lib/RT/Config.pm:543) Clue #2 doesn't sound a good one to me, though. In fact I am trying to display charts not graphs! I read about showing relationships between tickets [2], but I'm not interested in that! Just wanted to extract some nice monthly reports as bar charts :) Then, I should not need to install Graphviz, should I? Here's what I tried to do: - clean mason cache (more than once) - clean browser's cache (more than once) - reinstalled GD::Image (with cpan 'force install') - added Set($DisableGD, undef) to RT_Site_Config.pm, as well as Set($DisableGD, 0) According to clue#1b it's GD that breaks everything ("at GD.xs:944"). Can you confirm my interpretation is correct? If so, maybe I could go for a reinstall of GD..? Otherwise I could upgrade glibc, to what version? Nevertheless, I *feel* like it's a cache problem, server-side. Not client-side because cleaning browser's cache doesn't help. I don't know if there exists a server-side cache in RT other than mason cache(which I already cleaned), however it's my own best explanation. In fact, if it were glibc or GD, I should never ever get any charts then! While "sometimes" I do! Can anyone point me in the right direction? Thank you very much in advance. Alberto [1] http://mydomain.com/Search/Chart?Class=RT%3A%3ATickets&Format=&Query=(%20Queue%20%3D%20'EstesaP'%20OR%20Queue%20%3D%20'EstesaI'%20)%20AND%20Created%20%3E%20'-30%20days'&Rows=10&SavedSearchId=RT%3A%3AGroup-126-SavedSearch-33&SearchType=Chart&ShowNavigation=0&hideable=1 [2] http://www.gossamer-threads.com/lists/rt/users/91783#91783 PS: If you need more examples/tests/information for debugging, please ask me. ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From alexmv at bestpractical.com Wed Nov 23 19:53:04 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 23 Nov 2011 19:53:04 -0500 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 to 4.0.4 In-Reply-To: <20111123211546.GZ1021@jibsheet.com> References: <20111123185322.GU1021@jibsheet.com> <4ECD557E.8070807@divms.uiowa.edu> <20111123211546.GZ1021@jibsheet.com> Message-ID: <1322095984.8611.4.camel@umgah.localdomain> On Wed, 2011-11-23 at 16:15 -0500, Kevin Falcone wrote: > On Wed, Nov 23, 2011 at 02:20:14PM -0600, Karl Boyken wrote: > > From the LDAP server logs, it looks like a TLS negotiation failure. > > So, how does upgrading to 4.0.4 break RT::ExternalAuth TLS > > negotiation? I'm using the same settings for 4.0.4 as I do for > > 4.0.2. I reverted to 4.0.2, and LDAP works. > > There have been some weird interaction with the crypt/ssl libs under > mod_perl and the gnupg libs. It's possible that there is also > something going on with Net::LDAP's ssl settings, but that's pure > speculation. It'd be interesting to know your apache config. Being the same bug would require that you be running Apache with SSL support, RT be running under mod_perl, and GPG be enabled. If it _is_ the same bug, the following patch might help, as might switching to FastCGI or disabling RT's GPG support. - Alex --------------------8<----------------------- >From e96831cf8f457b1601dc778cc336d43105f7a38b Mon Sep 17 00:00:00 2001 From: Alex Vandiver Date: Wed, 9 Nov 2011 02:35:34 -0500 Subject: [PATCH] Restore database disconnection state after successful safe_run_child RT::Util's safe_run_child sets its database handles to not disconnect themselves if they are destroyed, before calling the provided function which may fork and exec. It explicitly re-enables those bits prior to die'ing if the exec fails, to ensure that the database handle is torn down correctly during the global destruction that would shortly ensue. However, it fails to re-instate those bits after a _successful_ call. This leaves the main database handle in a state where it does not tear down the connection during global destruction. This is particularly destructive in the case where: (a) RT uses PostgreSQL as its backend database (b) The database connection to PostgreSQL uses SSL, as is the default if the server supports it (c) The RT server is embedded into the Apache server using mod_perl (c) Apache has also loaded the SSL libraries for HTTPS support This causes libcrypto.so to be used in two places in the Apache process, by both Perl's binary PostgreSQL driver as well as core Apache's; they thus share some internal state. The lack of orderly teardown of the SSL-enabled database connection causes corruption in the SSL engine's internal state during the Apache shutdown process, which could lead to segmentation faults in Apache. Resolve this by explicitly re-instating the disconnect-on-destroy flags after a successful safe_run_child. --- lib/RT/Util.pm | 2 ++ 1 files changed, 2 insertions(+), 0 deletions(-) diff --git a/lib/RT/Util.pm b/lib/RT/Util.pm index d2220c8..70d4625 100644 --- a/lib/RT/Util.pm +++ b/lib/RT/Util.pm @@ -93,6 +93,8 @@ sub safe_run_child (&) { #TODO we need to localize this die 'System Error: ' . $err; }; + $dbh->{'InactiveDestroy'} = 0 if $dbh; + $RT::Handle->{'DisconnectHandleOnDestroy'} = 1; return $want? (@res) : $res[0]; } -------------------->8----------------------- From kristofer at cybernetik.net Wed Nov 23 21:50:24 2011 From: kristofer at cybernetik.net (Kristofer) Date: Wed, 23 Nov 2011 20:50:24 -0600 Subject: [rt-users] List of queues Message-ID: Hello, I am attempting to get a list of queues from RT using the REST API. Is there a method to do so? I can see the method to get properties for individual queues, but can't determine how to get a list of queues. Is this possible? Thanks, Kris From bart at pleh.info Thu Nov 24 01:29:18 2011 From: bart at pleh.info (Bart) Date: Thu, 24 Nov 2011 07:29:18 +0100 Subject: [rt-users] Using Nginx instead of Apache Message-ID: Hi, Does anyone have experience with RT running via Nginx instead of Apache? I'm curious to know if there would be any performance gains (in terms of less memory use compared to Apache, less CPU usage, etc.). -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Nov 24 03:14:26 2011 From: bart at pleh.info (Bart) Date: Thu, 24 Nov 2011 09:14:26 +0100 Subject: [rt-users] Questions about ExternalAuth Message-ID: Hi, I have a few questions about the ExternalAuth plugin, I'm thinking of implementing it but I'd like to know a few things before I start: - Will the plugin ensure that only LDAP users can login? (I'm assuming yes) - What happens if just a random LDAP user logs into RT? Will he/she be marked as privileged, or will they simply go to the SelfService portal? - I'm hoping the last + thus that a random LDAP user won't have any rights until I define them inside RT)=. - What happens when a new requestor sends an e-mail, by default RT creates an unprivileged user but what I'd want is that RT only creates that user inside its own database (not inside the LDAP). Is this how ExternalAuth works or will ExternalAuth try to create that user inside the LDAP? - When I only us the LDAP for authentication, do I need to configure the RT MySQL database as well for information or is the DB configuration only required for extra databases outside RT's own database? I wasn't able to get the above answers in the documentation, even though I expect the answers to be pretty straight forward. I just want to make sure that I understand the plugin correctly before I start testing it, if ExternalAuth does things differently from what I'm hoping then I might have to look into WebExternalAuth instead (though I'm leaving that one as a last resort). Thanks in advance for replying :) -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From csoula at hach-lange.com Thu Nov 24 04:46:22 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Thu, 24 Nov 2011 10:46:22 +0100 Subject: [rt-users] SLA module in international environment Message-ID: I have setup the SLA extension 0.05 (Business::Hours 0.09) and works pretty well if I focus it on one single timezone but my problem is still that I have IT team in Europe (Timezone Europe/Berlin) and IT team in US (Timezone : America/Denver). At this step and moving from Mod_perl to fastcgi I'm able to set per user timezone and display the right time for EU and US associates. Please find here the SLA part of my RT_SiteConfig.pm (RT 4.02): %RT::ServiceAgreements = ( Default => 'Priority 1', QueueDefault => { 'US_IT_Service_Center' => 'HachIT', Europe_IT_Service_Center' => 'Priority 1', }, Levels => { 'HachIT' => { BusinessHours => 'US1', Response => { BusinessMinutes => 15 }, Resolve => { BusinessMinutes => 60*4 }, }, 'Priority 1' => { BusinessHours => 'Europe1', Response => { BusinessMinutes => 15 }, Resolve => { BusinessMinutes => 60*4 }, }, 'Priority 2' => { BusinessHours => 'Europe1', Response => { BusinessMinutes => 30 }, Resolve => { BusinessMinutes => 60*8*4 }, }, 'Priority 3' => { BusinessHours => 'Europe1', Response => { BusinessMinutes => 45 }, Resolve => { BusinessMinutes => 60*8*20 }, }, }, ); %RT::ServiceBusinessHours = ( 'US1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '15:00', End => '23:59' }, 2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' }, 3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' }, 4 => { Name => 'Thursday', Start => '15:00', End => '23:59' }, 5 => { Name => 'Friday', Start => '15:00', End => '23:59' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, 'Europe1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '07:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '07:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '07:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, ); I have some issue at this step that I will try to explain here: * SLA is a global CF create during the make initdb once installing the SLA extension that means that the same CF is used for my two queue ('US_IT_Service_Center' and 'Europe_IT_Service_Center') * SLA CF is configured as "select one value" and get at this step three value (Priority 1 - Priority 2 and priority 3) First issue : How to setup priority 1 2 and 3 based on the two different Set of Business Hours (not covered in my example of SLA setup) Second issue : What are the best practice to use efficiently this SAL extension in my environment In my example - US team is working from 07:00 to 17:00 (Denver time) - EU team is working from 07:00 to 17:00 (Berlin time) The only "solution" find to realize this is to fake the system for the US business hour but this is not possible if I keep the actual server timezone like this : We should cover on each side 10 hours of business hour but if you look at the example below you will see that my fake for the US1 business hours can only cover 9 hours (15:00 -> 23:59) Thanks, Christophe Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Nov 24 05:13:56 2011 From: bart at pleh.info (Bart) Date: Thu, 24 Nov 2011 11:13:56 +0100 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: Not sure if this is how you'd want to solve this but here's a thought on what you could do. 1) Hide the SLA field from view (or only show the content, basically the goal is to not give users the ability to edit the field themselves) 2) Create a queue specific scrip which sets the SLA value based on either simply the queue name (which can be done with the SLA plugin) or based on the priority field or other CF fields. For the latter we have the following setup: - A CF called "Ticket Priority", dropdown (to prevent error input, could be done with the priority to string plugin as well) - A CF called "Ticket Type" (incident, problem, change as possible values) - And the SLA field with possible values named "4, 8, 24, 48" respectively related to the amount of hours. Then with the following scrip we set the SLA value based on the combination Ticket Priority and Ticket Type, this scrip could be simplified to only match priority or even match other CF's: * Condition: On Transaction * Action: User Defined * Template: Blank * Stage: Transaction Batch * Custom condition: * Custom action prep: return 1; * Custom action cleanup: my $my_type = $self->TicketObj->FirstCustomFieldValue('Ticket Type'); my $my_prio = $self->TicketObj->FirstCustomFieldValue('Ticket Prioriteit'); if($my_type =~ /^I/ && $my_prio == '1') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '4'); $self->TicketObj->SetPriority ('1'); } if($my_type =~ /^I/ && $my_prio == '2') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '8'); $self->TicketObj->SetPriority ('2'); } if($my_type =~ /^I/ && $my_prio == '3') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '24'); $self->TicketObj->SetPriority ('3'); } if($my_type =~ /^I/ && $my_prio == '4') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); $self->TicketObj->SetPriority ('4'); } if($my_type =~ /^UC_I/ && $my_prio == '1') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '4'); $self->TicketObj->SetPriority ('1'); } if($my_type =~ /^UC_I/ && $my_prio == '2') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '8'); $self->TicketObj->SetPriority ('2'); } if($my_type =~ /^UC_I/ && $my_prio == '3') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '24'); $self->TicketObj->SetPriority ('3'); } if($my_type =~ /^UC_I/ && $my_prio == '4') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); $self->TicketObj->SetPriority ('4'); } if($my_type =~ /^P/ && $my_prio == '1') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); $self->TicketObj->SetPriority ('1'); } if($my_type =~ /^P/ && $my_prio == '2') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); $self->TicketObj->SetPriority ('2'); } if($my_type =~ /^P/ && $my_prio == '3') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); $self->TicketObj->SetPriority ('3'); } if($my_type =~ /^P/ && $my_prio == '4') { $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '480'); $self->TicketObj->SetPriority ('4'); } In addition this scrip makes sure that the CF Priority is leading, when the SLA is set it changes the priority field (the default one) to the value of the CF. We chose the CF solution for the priority because this field is also visible during ticket creation (easy input for users). Modifying this scrip to match your flows should be quite easy + this can be queue specific. Because it's queue specific we chose to name the SLA fields values (sla's) based on the amount of hours, this makes it easier to reuse those values in different queue's. Hopefully this gives you some ideas. -- Bart Op 24 november 2011 10:46 schreef Soula, Christophe het volgende: > I have setup the SLA extension 0.05 (Business::Hours 0.09) and works > pretty well if I focus it on one single timezone but my problem is still > that I have IT team in Europe (Timezone Europe/Berlin) and IT team in US > (Timezone : America/Denver).**** > > At this step and moving from Mod_perl to fastcgi I?m able to set per user > timezone and display the right time for EU and US associates.**** > > Please find here the SLA part of my RT_SiteConfig.pm (RT 4.02):**** > > ** ** > > %RT::ServiceAgreements = (**** > > Default => 'Priority 1',**** > > ** ** > > QueueDefault => {**** > > 'US_IT_Service_Center' => 'HachIT',**** > > Europe_IT_Service_Center' => 'Priority 1',**** > > },**** > > Levels => {**** > > 'HachIT' => {**** > > BusinessHours => 'US1',**** > > Response => { BusinessMinutes => 15 },**** > > Resolve => { BusinessMinutes => 60*4 },**** > > },**** > > 'Priority 1' => {**** > > BusinessHours => 'Europe1',**** > > Response => { BusinessMinutes => 15 },**** > > Resolve => { BusinessMinutes => 60*4 },**** > > },**** > > 'Priority 2' => {**** > > BusinessHours => 'Europe1',**** > > Response => { BusinessMinutes => 30 },**** > > Resolve => { BusinessMinutes => 60*8*4 },**** > > },**** > > 'Priority 3' => {**** > > BusinessHours => 'Europe1',**** > > Response => { BusinessMinutes => 45 },**** > > Resolve => { BusinessMinutes => 60*8*20 },**** > > },**** > > },**** > > );**** > > %RT::ServiceBusinessHours = (**** > > 'US1' => {**** > > 0 => { Name => 'Sunday', Start => undef, End => undef },** > ** > > 1 => { Name => 'Monday', Start => '15:00', End => '23:59' > },**** > > 2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' > },**** > > 3 => { Name => 'Wednesday', Start => '15:00', End => > '23:59' },**** > > 4 => { Name => 'Thursday', Start => '15:00', End => > '23:59' },**** > > 5 => { Name => 'Friday', Start => '15:00', End => '23:59' > },**** > > 6 => { Name => 'Saturday', Start => undef, End => undef }, > **** > > },**** > > 'Europe1' => {**** > > 0 => { Name => 'Sunday', Start => undef, End => undef },** > ** > > 1 => { Name => 'Monday', Start => '07:00', End => '17:00' > },**** > > 2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' > },**** > > 3 => { Name => 'Wednesday', Start => '07:00', End => > '17:00' },**** > > 4 => { Name => 'Thursday', Start => '07:00', End => > '17:00' },**** > > 5 => { Name => 'Friday', Start => '07:00', End => '17:00' > },**** > > 6 => { Name => 'Saturday', Start => undef, End => undef }, > **** > > },**** > > );**** > > ** ** > > ** ** > > I have some issue at this step that I will try to explain here:**** > > **? **SLA is a global CF create during the make initdb once > installing the SLA extension that means that the same CF is used for my two > queue ('US_IT_Service_Center' and ?Europe_IT_Service_Center')**** > > **? **SLA CF is configured as ?select one value? and get at this > step three value (Priority 1 ? Priority 2 and priority 3)**** > > ** ** > > First issue : How to setup priority 1 2 and 3 based on the two different > Set of Business Hours (not covered in my example of SLA setup)**** > > ** ** > > Second issue : What are the best practice to use efficiently this SAL > extension in my environment**** > > In my example **** > > **- **US team is working from 07:00 to 17:00 (Denver time)**** > > **- **EU team is working from 07:00 to 17:00 (Berlin time)**** > > The only ?solution? find to realize this is to fake the system for the US > business hour but this is not possible if I keep the actual server timezone > like this :**** > > We should cover on each side 10 hours of business hour but if you look at > the example below you will see that my fake for the US1 business hours can > only cover 9 hours (15:00 -> 23:59) **** > > ** ** > > Thanks,**** > > ** ** > > *Christophe***** > > Please be advised that this email may contain confidential information. If > you are not the intended recipient, please notify us by email by replying > to the sender and delete this message. The sender disclaims that the > content of this email constitutes an offer to enter into, or the acceptance > of, any agreement; provided that the foregoing does not invalidate the > binding effect of any digital or other electronic reproduction of a manual > signature that is included in any attachment. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Thu Nov 24 05:14:46 2011 From: bart at pleh.info (Bart) Date: Thu, 24 Nov 2011 11:14:46 +0100 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: Not sure about the SLA times, maybe someone else can elaborate on that? -- Bart Op 24 november 2011 11:13 schreef Bart het volgende: > Not sure if this is how you'd want to solve this but here's a thought on > what you could do. > > 1) Hide the SLA field from view (or only show the content, basically the > goal is to not give users the ability to edit the field themselves) > > 2) Create a queue specific scrip which sets the SLA value based on either > simply the queue name (which can be done with the SLA plugin) or based on > the priority field or other CF fields. > > For the latter we have the following setup: > > - A CF called "Ticket Priority", dropdown (to prevent error input, could > be done with the priority to string plugin as well) > - A CF called "Ticket Type" (incident, problem, change as possible values) > - And the SLA field with possible values named "4, 8, 24, 48" respectively > related to the amount of hours. > > Then with the following scrip we set the SLA value based on the > combination Ticket Priority and Ticket Type, this scrip could be simplified > to only match priority or even match other CF's: > > * Condition: On Transaction > * Action: User Defined > * Template: Blank > * Stage: Transaction Batch > * Custom condition: > * Custom action prep: return 1; > * Custom action cleanup: > > my $my_type = $self->TicketObj->FirstCustomFieldValue('Ticket Type'); > my $my_prio = $self->TicketObj->FirstCustomFieldValue('Ticket Prioriteit'); > > if($my_type =~ /^I/ && $my_prio == '1') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '4'); > $self->TicketObj->SetPriority ('1'); } > if($my_type =~ /^I/ && $my_prio == '2') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '8'); > $self->TicketObj->SetPriority ('2'); } > if($my_type =~ /^I/ && $my_prio == '3') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '24'); > $self->TicketObj->SetPriority ('3'); } > if($my_type =~ /^I/ && $my_prio == '4') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); > $self->TicketObj->SetPriority ('4'); } > > if($my_type =~ /^UC_I/ && $my_prio == '1') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '4'); > $self->TicketObj->SetPriority ('1'); } > if($my_type =~ /^UC_I/ && $my_prio == '2') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '8'); > $self->TicketObj->SetPriority ('2'); } > if($my_type =~ /^UC_I/ && $my_prio == '3') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '24'); > $self->TicketObj->SetPriority ('3'); } > if($my_type =~ /^UC_I/ && $my_prio == '4') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); > $self->TicketObj->SetPriority ('4'); } > > if($my_type =~ /^P/ && $my_prio == '1') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); > $self->TicketObj->SetPriority ('1'); } > if($my_type =~ /^P/ && $my_prio == '2') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); > $self->TicketObj->SetPriority ('2'); } > if($my_type =~ /^P/ && $my_prio == '3') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '48'); > $self->TicketObj->SetPriority ('3'); } > if($my_type =~ /^P/ && $my_prio == '4') { > $self->TicketObj->AddCustomFieldValue(Field => 'SLA', Value => '480'); > $self->TicketObj->SetPriority ('4'); } > > In addition this scrip makes sure that the CF Priority is leading, when > the SLA is set it changes the priority field (the default one) to the value > of the CF. > > We chose the CF solution for the priority because this field is also > visible during ticket creation (easy input for users). > > Modifying this scrip to match your flows should be quite easy + this can > be queue specific. > > Because it's queue specific we chose to name the SLA fields values (sla's) > based on the amount of hours, this makes it easier to reuse those values in > different queue's. > > Hopefully this gives you some ideas. > > > -- Bart > > > Op 24 november 2011 10:46 schreef Soula, Christophe > het volgende: > >> I have setup the SLA extension 0.05 (Business::Hours 0.09) and works >> pretty well if I focus it on one single timezone but my problem is still >> that I have IT team in Europe (Timezone Europe/Berlin) and IT team in US >> (Timezone : America/Denver).**** >> >> At this step and moving from Mod_perl to fastcgi I?m able to set per user >> timezone and display the right time for EU and US associates.**** >> >> Please find here the SLA part of my RT_SiteConfig.pm (RT 4.02):**** >> >> ** ** >> >> %RT::ServiceAgreements = (**** >> >> Default => 'Priority 1',**** >> >> ** ** >> >> QueueDefault => {**** >> >> 'US_IT_Service_Center' => 'HachIT',**** >> >> Europe_IT_Service_Center' => 'Priority 1',**** >> >> },**** >> >> Levels => {**** >> >> 'HachIT' => {**** >> >> BusinessHours => 'US1',**** >> >> Response => { BusinessMinutes => 15 },**** >> >> Resolve => { BusinessMinutes => 60*4 },**** >> >> },**** >> >> 'Priority 1' => {**** >> >> BusinessHours => 'Europe1',**** >> >> Response => { BusinessMinutes => 15 },**** >> >> Resolve => { BusinessMinutes => 60*4 },**** >> >> },**** >> >> 'Priority 2' => {**** >> >> BusinessHours => 'Europe1',**** >> >> Response => { BusinessMinutes => 30 },**** >> >> Resolve => { BusinessMinutes => 60*8*4 },**** >> >> },**** >> >> 'Priority 3' => {**** >> >> BusinessHours => 'Europe1',**** >> >> Response => { BusinessMinutes => 45 },**** >> >> Resolve => { BusinessMinutes => 60*8*20 },**** >> >> },**** >> >> },**** >> >> );**** >> >> %RT::ServiceBusinessHours = (**** >> >> 'US1' => {**** >> >> 0 => { Name => 'Sunday', Start => undef, End => undef },* >> *** >> >> 1 => { Name => 'Monday', Start => '15:00', End => '23:59' >> },**** >> >> 2 => { Name => 'Tuesday', Start => '15:00', End => >> '23:59' },**** >> >> 3 => { Name => 'Wednesday', Start => '15:00', End => >> '23:59' },**** >> >> 4 => { Name => 'Thursday', Start => '15:00', End => >> '23:59' },**** >> >> 5 => { Name => 'Friday', Start => '15:00', End => '23:59' >> },**** >> >> 6 => { Name => 'Saturday', Start => undef, End => undef }, >> **** >> >> },**** >> >> 'Europe1' => {**** >> >> 0 => { Name => 'Sunday', Start => undef, End => undef },* >> *** >> >> 1 => { Name => 'Monday', Start => '07:00', End => '17:00' >> },**** >> >> 2 => { Name => 'Tuesday', Start => '07:00', End => >> '17:00' },**** >> >> 3 => { Name => 'Wednesday', Start => '07:00', End => >> '17:00' },**** >> >> 4 => { Name => 'Thursday', Start => '07:00', End => >> '17:00' },**** >> >> 5 => { Name => 'Friday', Start => '07:00', End => '17:00' >> },**** >> >> 6 => { Name => 'Saturday', Start => undef, End => undef }, >> **** >> >> },**** >> >> );**** >> >> ** ** >> >> ** ** >> >> I have some issue at this step that I will try to explain here:**** >> >> **? **SLA is a global CF create during the make initdb once >> installing the SLA extension that means that the same CF is used for my two >> queue ('US_IT_Service_Center' and ?Europe_IT_Service_Center')**** >> >> **? **SLA CF is configured as ?select one value? and get at >> this step three value (Priority 1 ? Priority 2 and priority 3)**** >> >> ** ** >> >> First issue : How to setup priority 1 2 and 3 based on the two different >> Set of Business Hours (not covered in my example of SLA setup)**** >> >> ** ** >> >> Second issue : What are the best practice to use efficiently this SAL >> extension in my environment**** >> >> In my example **** >> >> **- **US team is working from 07:00 to 17:00 (Denver time)**** >> >> **- **EU team is working from 07:00 to 17:00 (Berlin time)**** >> >> The only ?solution? find to realize this is to fake the system for the US >> business hour but this is not possible if I keep the actual server timezone >> like this :**** >> >> We should cover on each side 10 hours of business hour but if you look at >> the example below you will see that my fake for the US1 business hours can >> only cover 9 hours (15:00 -> 23:59) **** >> >> ** ** >> >> Thanks,**** >> >> ** ** >> >> *Christophe***** >> >> Please be advised that this email may contain confidential information. >> If you are not the intended recipient, please notify us by email by >> replying to the sender and delete this message. The sender disclaims that >> the content of this email constitutes an offer to enter into, or the >> acceptance of, any agreement; provided that the foregoing does not >> invalidate the binding effect of any digital or other electronic >> reproduction of a manual signature that is included in any attachment. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Nov 24 06:22:34 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 24 Nov 2011 15:22:34 +0400 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: On Thu, Nov 24, 2011 at 1:46 PM, Soula, Christophe wrote: > Second issue : What are the best practice to use efficiently this SAL > extension in my environment > > In my example > > -????????? US team is working from 07:00 to 17:00 (Denver time) > > -????????? EU team is working from 07:00 to 17:00 (Berlin time) > > The only ?solution? find to realize this is to fake the system for the US > business hour but this is not possible if I keep the actual server timezone > like this : > > We should cover on each side 10 hours of business hour but if you look at > the example below you will see that my fake for the US1 business hours can > only cover 9 hours (15:00 -> 23:59) Have you tried using Start => 15:00, End => 01:00? If it doesn't work then it's bad and we should fix it in Business::Hours module. -- Best regards, Ruslan. From ram0502 at gmail.com Thu Nov 24 13:15:23 2011 From: ram0502 at gmail.com (Ram Moskovitz) Date: Thu, 24 Nov 2011 08:15:23 -1000 Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 > to 4.0.4 Message-ID: 389 is for non-SSL, 636 for SSL/TLS 'net_ldap_args' => [ port => 389, version => 3 ], > Date: Wed, 23 Nov 2011 11:46:44 -0600 > From: Karl Boyken > To: rt-users at lists.bestpractical.com > Subject: [rt-users] LDAP ExternalAuth broken after upgrade from 4.0.2 > ? ? ? ?to ? ? ?4.0.4 > Message-ID: <4ECD3184.8010806 at divms.uiowa.edu> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > We run RT on RedHat Enterprise Server 6.1, with Perl 5.14.2. ?We set up > RT::ExternalAuth to authenticate against our OpenLDAP server, and it > works fine with RT 4.0.2. ?But after upgrading to RT 4.0.4, LDAP > authentication breaks. ?I'd appreciate any helpful ideas. ?Here's the > relevant log entry--it's an LDAP bind() error: > > > Nov 23 11:27:28 serv07 RT: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_OPERATIONS_ERROR 1 > (/path_to_our_RT/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > > > This is the relevant section of our RT_SiteConfig.pm file (where values > beginning with "our" have been changed for posting): > > > # To enable RT::Authen::ExternalAuth > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > > # RT::Authen::ExternalAuth settings > # For information on configuring RT::Authen::ExternalAuth, see > # $RT_HOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > > Set($ExternalAuthPriority, ['DIVMS_LDAP',]); > Set($ExternalInfoPriority, ['DIVMS_LDAP',]); > Set($ExternalServiceUsesSSLorTLS, 1); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, > ? ? { > ? ? ?'DIVMS_LDAP' => { > ? ? ? ? ? ? ? ? ? ? ? 'type' => 'ldap', > ? ? ? ? ? ? ? ? ? ? ? 'server' => 'our_server', > ? ? ? ? ? ? ? ? ? ? ? 'user' => 'our_cn', > ? ? ? ? ? ? ? ? ? ? ? 'pass' => 'our_password', > ? ? ? ? ? ? ? ? ? ? ? 'base' => 'our_base', > ? ? ? ? ? ? ? ? ? ? ? 'filter' => '(objectClass=*)', > ? ? ? ? ? ? ? ? ? ? ? 'd_filter' => '(objectClass=FooBarBaz)', > ? ? ? ? ? ? ? ? ? ? ? 'tls' => 1, > ? ? ? ? ? ? ? ? ? ? ? 'ssl_version' => 1, > ? ? ? ? ? ? ? ? ? ? ? 'net_ldap_args' => [ port => 389, version => 3 ], > ? ? ? ? ? ? ? ? ? ? ? 'group' => '', > ? ? ? ? ? ? ? ? ? ? ? 'group_attr' => '', > ? ? ? ? ? ? ? ? ? ? ? 'attr_match_list' => [ 'Name', 'EmailAddress', ], > ? ? ? ? ? ? ? ? ? ? ? 'attr_map' => { > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'Name' => 'uid', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'EmailAddress' => 'mail', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'RealName' => 'gecos', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'ExternalAuthId' => 'uid', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'Gecos' => 'uid', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? } > ? ? ? ? ? ? ? ? ? ? ?} > ? ? } > ); > > -- > Karl Boyken, system administrator > karl-boyken at uiowa.edu > 303A MLH, Dept. of Comp. Sci. > http://www.cs.uiowa.edu/~boyken/ > The U. of Iowa, Iowa City, IA ?52242 ? 319-335-2730 (voice) > 319-335-3668?(fax) From haroun at lttnet.net Thu Nov 24 13:46:10 2011 From: haroun at lttnet.net (haroun at lttnet.net) Date: Thu, 24 Nov 2011 20:46:10 +0200 Subject: [rt-users] rt-4.0.4 search non latin character problem In-Reply-To: <20111123195241.GX1021@jibsheet.com> References: <4ECB9BC5.3070004@lttnet.net> <20111122151318.GL1021@jibsheet.com> <4ECBC775.90105@lttnet.net> <20111123195241.GX1021@jibsheet.com> Message-ID: <4ECE90F2.70201@lttnet.net> Kevin Falcone wrote: > On Tue, Nov 22, 2011 at 06:01:57PM +0200, haroun at lttnet.net wrote: > >> Kevin Falcone wrote: >> >>> On Tue, Nov 22, 2011 at 02:55:33PM +0200, haroun at lttnet.net wrote: >>> >>>> I installed new rt-4.0.4 but i faced problem with search non latin >>>> character like arabic words, it is ok with english words, i have old >>>> RT-3.8.1 I can search Arabic words with it >>>> and also I tested rt-4.0.0 & rt-4.0.2 and I faced the same problem, >>>> I ask if any one know how can I fix this issue or what should I do >>>> to trace it. >>>> >>> What database, what form of searching have you enabled (indexed full >>> text, non-indexed full text) or is this subject rather than content >>> searching. >>> >> tanks for your reply, my database is is mysql-5.077, and I use the >> default setting for search in /etc/ RT_Config.pm, I faced the >> problem with simple and advanced search >> search example: http://rt.mydomain.com/Search/Simple.html?q=????? >> > > That search only looks at Subjects, not at any body content. > Should it match a subject? What kind of search are you doing from > Advanced? > > -kevin > > ------------------------------------------------------------------------ > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 Tanks for all, the isse happened with Redhat EL5 but now I tested it with CentOS6 it is working fine -- Abdusattar Haroun Internet Services Dept. Libya Telecom & Technology Tel: +218 21 3400020 - Ext. 7134 Email:haroun at lttnet.net Web: www.ltt.ly From ruz at bestpractical.com Thu Nov 24 14:20:16 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 24 Nov 2011 23:20:16 +0400 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: Always Cc mailing list. On Thu, Nov 24, 2011 at 3:53 PM, Soula, Christophe wrote: > I have implement this solution and will get test result by tomorrow morning > ... to be honest is seems so un-logical to me that I did not test it ;) > Uploaded Business::Hours 0.10_01 to the CPAN with fix for such situations. -- Best regards, Ruslan. From ruz at bestpractical.com Thu Nov 24 14:32:39 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 24 Nov 2011 23:32:39 +0400 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: On Thu, Nov 24, 2011 at 3:53 PM, Soula, Christophe wrote: > Will be great to get the business hours per queue feature independent from the level which should drive to such a configuration : Good idea. > %RT::ServiceAgreements = ( ... > ? ? ? ? ?BusinessHoursdefault => { > ? ? ? ? ? ? ? ?'US_IT_Service_Center' => 'US1', > ? ? ? ? ? ? ? ?'Europe_IT_Service_Center' => 'Europe1', > ? ? ? ? ?} ... > Will be great to get the possibility to define timezone for each BusinessHours which should drive to such a configuration (I'm not an expert so please my apologize for any wrong prposoition ;) ) : Good idea. > %RT::ServiceBusinessHours = ( > ? ? ? ?'US1' => { > ? ? ? ? ? ? ? ?Timezone => { Value => America/Denver }, ... > ? ? ? ?}, > ? ? ? ?'Europe1' => { > ? ? ? ? ? ? ? ? ? ?Timezone => { Value => Europe/Berlin }, > ? ? ? ? ? ? ? ? ? ?0 => { Name => 'Sunday', Start => undef, End => undef }, ... > ? ? ? ?}, > ); > > This will have as effect no need of maintenance several time a year due to summer time/winter time/daylight saving time Right. > Thanks and regards, Both are good ideas. Patches are welcome. I don't see free time in near future to implement any of these. First is simple, second thing is harder, but doable as well. -- Best regards, Ruslan. From ruz at bestpractical.com Fri Nov 25 06:53:57 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Nov 2011 15:53:57 +0400 Subject: [rt-users] New extension: advanced setup of RT with Nginx Message-ID: Hi, Recently I spent some time on configuring nginx for RT to serve as much aspossible by web server, lower memory footprint, make RT more responsive andincrease number of concurrent requests. At the end this effort resulted in a newextension RT-Extension-Nginx that comes with configuration generator andscript to start/stop/restart nginx and fcgi servers. http://search.cpan.org/dist/RT-Extension-Nginx/lib/RT/Extension/Nginx.pm Try, enjoy and send feedback. -- Best regards, Ruslan. From ruz at bestpractical.com Fri Nov 25 06:55:46 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Nov 2011 15:55:46 +0400 Subject: [rt-users] Using Nginx instead of Apache In-Reply-To: References: Message-ID: On Thu, Nov 24, 2011 at 10:29 AM, Bart wrote: > Hi, > Does anyone have experience with RT running via Nginx instead of Apache? > I'm curious to know if there would be any performance gains (in terms of > less memory use compared to Apache, less CPU usage, etc.). > -- Bart See another thread about new extension. http://search.cpan.org/dist/RT-Extension-Nginx/lib/RT/Extension/Nginx.pm > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From seanmcdaid2000 at gmail.com Fri Nov 25 09:48:03 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Fri, 25 Nov 2011 14:48:03 +0000 Subject: [rt-users] Upgrading from RT 3.6.2 to RT 4.0.4 In-Reply-To: References: Message-ID: Thanks Kevin and Jared, This helped. I should have done the database upgrade (rt-setup-database) to just to 3.7.87, then ran upgrade-mysql-schema.pl and then went back and finished the data upgrade. Seem to be good now, Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjames at guesswho.com Fri Nov 25 10:29:08 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Fri, 25 Nov 2011 10:29:08 -0500 Subject: [rt-users] Permissions question In-Reply-To: References: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC536A971@EXCLUS.nationala-1advertising.com> Thanks, Kenn. That worked. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, November 23, 2011 4:28 PM To: RT User List Subject: Re: [rt-users] Permissions question Mike, The correct navigation would be Tools->Config->Global->Group Rights where you then pick a system group, role, or add a User-defined Group. Kenn On Wed, Nov 23, 2011 at 1:17 PM, > wrote: RT 4.0.4 How do I give a group rights to create/delete/view Saved Searches? As root, I went to Tools..Configuration..Groups and selected my group. I tried different combinations of Group and User Rights, but still the group members can't see/create/delete Saved Searches. Also, when logged in as a group member, I don't see the "About Me" item under "Logged in as Mike". Still wrapping my head around rights in v4.0.x Mike -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From adyas at linalis.com Fri Nov 25 10:40:54 2011 From: adyas at linalis.com (Alex Dyas) Date: Fri, 25 Nov 2011 16:40:54 +0100 Subject: [rt-users] Copy of first email with Message-ID: <4ECFB706.9020708@linalis.com> Hello, RT 4.0.2. I'm fairly new to RT, this being my first install. Can someone explain if it is possible for RT to forward, on ticket creation, the initial email, complete with the ticket number in the subject, to a given email address? This would make it much easier for our staff to pick up an issue by email, and not have to fuss around adding the ticket number to the subject, or replying from the web interface. Or perhaps there is a better way of doing this? The goal is to make it easier for our staff to quickly follow up an issue with a client, having the right ticket number in the subject, and RT in copy. I am thinking to use Scrips for this, but I am not sure the best way to go about it. Thanks in advance, Alex -- Alex Dyas, Manager - Systems Administration Tel: +41 22 348 30 15 www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM) Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), SugarCRM et Infobright From adyas at linalis.com Fri Nov 25 11:05:28 2011 From: adyas at linalis.com (Alex Dyas) Date: Fri, 25 Nov 2011 17:05:28 +0100 Subject: [rt-users] Copy of first email with ticket number in subject Message-ID: <4ECFBCC8.1070606@linalis.com> (re-sent with proper subject, apologies). Hello, RT 4.0.2. I'm fairly new to RT, this being my first install. Can someone explain if it is possible for RT to forward, on ticket creation, the initial email, complete with the ticket number in the subject, to a given email address? This would make it much easier for our staff to pick up an issue by email, and not have to fuss around adding the ticket number to the subject, or replying from the web interface. Or perhaps there is a better way of doing this? The goal is to make it easier for our staff to quickly follow up an issue with a client, having the right ticket number in the subject, and RT in copy. I am thinking to use Scrips for this, but I am not sure the best way to go about it. Thanks in advance, Alex -- Alex Dyas, Manager - Systems Administration Tel: +41 22 348 30 15 www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM) Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), SugarCRM et Infobright From root.kev at gmail.com Fri Nov 25 14:28:38 2011 From: root.kev at gmail.com (Root Kev) Date: Fri, 25 Nov 2011 14:28:38 -0500 Subject: [rt-users] Copy of first email with In-Reply-To: <4ECFB706.9020708@linalis.com> References: <4ECFB706.9020708@linalis.com> Message-ID: Hello Alex, We have all the people who deal with a queue as admin watchers on their queues, and use the builtin scrip to sent new ticket creation notification to the admincc watchers. They can then reply to that ticket creation email and RT will send it out to the ticket requester(s), as it sees these as a reply. It is then not necessary to manually add anything to the subject, as RT has already added it to the subject line. Kevin On Fri, Nov 25, 2011 at 10:40 AM, Alex Dyas wrote: > Hello, > > RT 4.0.2. > > I'm fairly new to RT, this being my first install. > > Can someone explain if it is possible for RT to forward, on ticket > creation, the initial email, complete with the ticket number in the > subject, to a given email address? This would make it much easier for our > staff to pick up an issue by email, and not have to fuss around adding the > ticket number to the subject, or replying from the web interface. > > Or perhaps there is a better way of doing this? The goal is to make it > easier for our staff to quickly follow up an issue with a client, having > the right ticket number in the subject, and RT in copy. > > I am thinking to use Scrips for this, but I am not sure the best way to go > about it. > > Thanks in advance, > > Alex > > -- > Alex Dyas, Manager - Systems Administration > Tel: +41 22 348 30 15 > www.linalis.com | twitter.com/linalis | www.linkedin.com/company/**linalis > > Expert en Services, Formation et Recrutement BI et Applications Web (CMS, > CRM) > Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), > SugarCRM et Infobright > > -------- > RT Training Sessions (http://bestpractical.com/**services/training.html > ) > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Nov 25 14:29:37 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Nov 2011 23:29:37 +0400 Subject: [rt-users] Copy of first email with ticket number in subject In-Reply-To: <4ECFBCC8.1070606@linalis.com> References: <4ECFBCC8.1070606@linalis.com> Message-ID: Hi, http://requesttracker.wikia.com/wiki/EmailGroup On Fri, Nov 25, 2011 at 8:05 PM, Alex Dyas wrote: > (re-sent with proper subject, apologies). > > Hello, > > RT 4.0.2. > > I'm fairly new to RT, this being my first install. > > Can someone explain if it is possible for RT to forward, on ticket creation, > the initial email, complete with the ticket number in the subject, to a > given email address? ?This would make it much easier for our staff to pick > up an issue by email, and not have to fuss around adding the ticket number > to the subject, or replying from the web interface. > > Or perhaps there is a better way of doing this? ?The goal is to make it > easier for our staff to quickly follow up an issue with a client, having the > right ticket number in the subject, and RT in copy. > > I am thinking to use Scrips for this, but I am not sure the best way to go > about it. > > Thanks in advance, > > Alex > > -- > Alex Dyas, Manager - Systems Administration > Tel: +41 22 348 30 15 > www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis > > Expert en Services, Formation et Recrutement BI et Applications Web (CMS, > CRM) > Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), > SugarCRM et Infobright > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From mjames at guesswho.com Fri Nov 25 15:19:49 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Fri, 25 Nov 2011 15:19:49 -0500 Subject: [rt-users] Permissions question In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC536A971@EXCLUS.nationala-1advertising.com> References: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> <2AA600764E54964491083B1E0EC81A30BBC536A971@EXCLUS.nationala-1advertising.com> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC544B0EC@EXCLUS.nationala-1advertising.com> The next question about permissions. I've given my NetOps user group global rights to CreateSavedSearch, LoadSavedSearch, ShowSavedSearches, and EditSavedSearches. Still, when I log on to RT (4.0.4) as a group member and go to Tickets -> New Search and select "NetOps's Saved Searches" in the Privacy dropdown, none of the saved searches show in the Load dropdown. I must be partway there, because under Logged in as mjames -> Settings -> Saved Searches, I can see the NetOps saved search. I can't load it or run it from there, however. What am I missing? Mike From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of mjames at guesswho.com Sent: Friday, November 25, 2011 10:29 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Permissions question Thanks, Kenn. That worked. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, November 23, 2011 4:28 PM To: RT User List Subject: Re: [rt-users] Permissions question Mike, The correct navigation would be Tools->Config->Global->Group Rights where you then pick a system group, role, or add a User-defined Group. Kenn On Wed, Nov 23, 2011 at 1:17 PM, > wrote: RT 4.0.4 How do I give a group rights to create/delete/view Saved Searches? As root, I went to Tools..Configuration..Groups and selected my group. I tried different combinations of Group and User Rights, but still the group members can't see/create/delete Saved Searches. Also, when logged in as a group member, I don't see the "About Me" item under "Logged in as Mike". Still wrapping my head around rights in v4.0.x Mike -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Fri Nov 25 17:24:57 2011 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 25 Nov 2011 14:24:57 -0800 Subject: [rt-users] Permissions question In-Reply-To: <2AA600764E54964491083B1E0EC81A30BBC544B0EC@EXCLUS.nationala-1advertising.com> References: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> <2AA600764E54964491083B1E0EC81A30BBC536A971@EXCLUS.nationala-1advertising.com> <2AA600764E54964491083B1E0EC81A30BBC544B0EC@EXCLUS.nationala-1advertising.com> Message-ID: Mike, I'm not sure what you mean by "logged in as a GROUP member". You log in as a User and you are either in a group or you are not. The thing about saved searches is this; all groups have rights associated with them, giving members certain rights that pertain to any searches saved under that group. If you are a member of that group, you will have those rights. You should look at what groups you are a member of (go to Tools->Config->Users->memberships) and then look at what rights are given to members of those groups. That'll do for a start. hope this helps. Kenn On Fri, Nov 25, 2011 at 12:19 PM, wrote: > The next question about permissions. I?ve given my NetOps user group > global rights to CreateSavedSearch, LoadSavedSearch, ShowSavedSearches, and > EditSavedSearches. Still, when I log on to RT (4.0.4) as a group member and > go to Tickets -> New Search and select ?NetOps?s Saved Searches? in the > Privacy dropdown, none of the saved searches show in the Load dropdown. ** > ** > > ** ** > > I must be partway there, because under Logged in as mjames -> Settings -> > Saved Searches, I can see the NetOps saved search. I can?t load it or run > it from there, however. What am I missing?**** > > ** ** > > Mike**** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of * > mjames at guesswho.com > *Sent:* Friday, November 25, 2011 10:29 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Permissions question**** > > ** ** > > Thanks, Kenn. That worked.**** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth > Crocker > *Sent:* Wednesday, November 23, 2011 4:28 PM > *To:* RT User List > *Subject:* Re: [rt-users] Permissions question**** > > ** ** > > Mike, > > The correct navigation would be Tools->Config->Global->Group Rights where > you then pick a system group, role, or add a User-defined Group. > > Kenn**** > > On Wed, Nov 23, 2011 at 1:17 PM, wrote:**** > > RT 4.0.4 How do I give a group rights to create/delete/view Saved > Searches? As root, I went to Tools..Configuration..Groups and selected my > group. I tried different combinations of Group and User Rights, but still > the group members can?t see/create/delete Saved Searches.**** > > **** > > Also, when logged in as a group member, I don?t see the ?About Me? item > under ?Logged in as Mike?. Still wrapping my head around rights in v4.0.x > **** > > **** > > Mike**** > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011**** > > ** ** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sameerg at flipkart.com Sun Nov 27 01:34:41 2011 From: sameerg at flipkart.com (Sameer Garg) Date: Sun, 27 Nov 2011 12:04:41 +0530 Subject: [rt-users] Need help with RT-Ldap Authentication Message-ID: Hi, I have setup RT 4.0.4 with Ldap Authentication. When I try to login using ldap I am getting the following error. I have not created any user in RT so I don't get why I am getting this error. [Sun Nov 27 06:30:52 2011] [warning]: Use of uninitialized value in subroutine entry at /usr/local/share/perl/5.10.1/IO/Socket/SSL.pm line 391. (/usr/local/share/perl/5.10.1/IO/Socket/SSL.pm:391) [Sun Nov 27 06:30:52 2011] [warning]: Use of uninitialized value in subroutine entry at /usr/local/share/perl/5.10.1/IO/Socket/SSL.pm line 391. (/usr/local/share/perl/5.10.1/IO/Socket/SSL.pm:391) [Sun Nov 27 06:30:52 2011] [warning]: Use of uninitialized value in string eq at /usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. (/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) [Sun Nov 27 06:30:52 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: test-user at example.com, Gecos: test-user, Name: test-user, Privileged: 0, RealName: Foo Bar, gecos: test-user (/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Sun Nov 27 06:30:52 2011] [error]: Couldn't create user test-user: Email address in use (/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) [Sun Nov 27 06:30:52 2011] [error]: FAILED LOGIN for test-user from 127.0.0.1 (/usr/local/sbin/../lib/RT/Interface/Web.pm:655) Regards, Sameer -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sat Nov 26 19:57:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 26 Nov 2011 19:57:50 -0500 Subject: [rt-users] Charts displaying only "sometimes" (GD problem?) In-Reply-To: References: Message-ID: <20111127005750.GA9885@jibsheet.com> On Thu, Nov 24, 2011 at 12:03:37AM +0000, Scotto Alberto wrote: > Eg. given chart A: > - if I login with user1 it shows, but with user2 it does not; > - given a user, if I select it doesn't show, but works > - given a user and a certain pair , it works if I turn to English from user preferencies; it doesn't if I select Italian > - and so on... Are these all repeatable, or does it sometimes work and sometimes coredump? > I'm using RT 4.0.2 (never upgraded, it's a fresh install) on Red Hat Enterprise Linux AS release 4 (Nahant Update 2) with Apache/2.0.52, mod_perl ??, GD::Graph 1.44, glibc-2.3.4-2.13 > > CLUES: > > 1a. as soon as my browser asks for the image and RT doesn't generate it, RT prints in /opt/rt4/var/log/apache2.error the following 2 lines: > *** glibc detected *** free(): invalid pointer: 0x0dd16764 *** [Wed Nov 23 16:38:23 2011] [notice] child pid 10963 exit signal Aborted (6), possible coredump in /tmp/apache_core_dumps > > 1b. There's something more. Here's what apache's core dump says (resulting from the commands gdb /usr/sbin/httpd /tmp/apache_core_dumps/core.22613 + bt full): > > #0 0x0096c7a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2 No symbol table info available. > #1 0x006a07d5 in raise () from /lib/tls/libc.so.6 No symbol table info available. > #2 0x006a2149 in abort () from /lib/tls/libc.so.6 No symbol table info available. > #3 0x006d440a in __libc_message () from /lib/tls/libc.so.6 No symbol table info available. > #4 0x006dab3f in _int_free () from /lib/tls/libc.so.6 No symbol table info available. > #5 0x006daeba in free () from /lib/tls/libc.so.6 No symbol table info available. > #6 0x00cb2a57 in gdFree () from /usr/lib/libgd.so.2 No symbol table info available. > #7 0x00be9c36 in XS_GD__Image_png (my_perl=0x9b85a98, cv=0xa875550) > at GD.xs:944 > data = (void *) 0xcec9a44 > size = 3545 > level = Variable "level" is not available. > > > 2. after enabling logging by adding Set($LogToFile, "debug") to RT_Site_Config.pm, I noticed the following message in rt.log: > [Wed Nov 23 10:56:18 2011] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: [...] at /opt/rt4/sbin/../lib/RT/Config.pm line 542. (/opt/rt4/sbin/../lib/RT/Config.pm:543) This log is unrelated to what you're seeing. You're much more likely to get something useful from apache's logs than RT's logs. > - clean mason cache (more than once) > - clean browser's cache (more than once) These shouldn't be relevant. > - reinstalled GD::Image (with cpan 'force install') Why did you need to force install? Does GD::Image pass tests under the cpan shell? The top-level package should actually be GD, RT requires that GD, GD::Graph and GD::Text are all installed and working properly to generate charts. > - added Set($DisableGD, undef) to RT_Site_Config.pm, as well as Set($DisableGD, 0) These are just the defaults so shouldn't matter. > According to clue#1b it's GD that breaks everything ("at GD.xs:944"). > Can you confirm my interpretation is correct? If so, maybe I could go > for a reinstall of GD..? Otherwise I could upgrade glibc, to what > version? > Nevertheless, I *feel* like it's a cache problem, server-side. Not client- > side because cleaning browser's cache doesn't help. I don't know if > there exists a server-side cache in RT other than mason cache(which I > already cleaned), however it's my own best explanation. In fact, if it > were glibc or GD, I should never ever get any charts then! While > "sometimes" I do! It's much more likely that you're exposing some sort of bug in GD than having a cache problem. RT doesn't cache charts, it generates them on the fly. Are you getting other segfaults on the machine? I'd be looking at the version of libgd itself and the GD perl modules. If you can provide a replication recipe that one of us could reproduce in a debugging environment, that would be great to see as a bug report. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Sat Nov 26 20:03:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 26 Nov 2011 20:03:46 -0500 Subject: [rt-users] Questions about ExternalAuth In-Reply-To: References: Message-ID: <20111127010346.GB9885@jibsheet.com> On Thu, Nov 24, 2011 at 09:14:26AM +0100, Bart wrote: > * Will the plugin ensure that only LDAP users can login? (I'm assuming yes) There's a configuration option to control who can log in. You will always be able to log in as a non-disabled internal RT user if the user has a password set (such as the root user). > * What happens if just a random LDAP user logs into RT? Will he/she be marked as privileged, > or will they simply go to the SelfService portal? This is configurable by you using $AutoCreate. Also, you can limit which LDAP users can log in by writing an appropriate filter. > * I'm hoping the last + thus that a random LDAP user won't have any rights until I > define them inside RT)=. > > * What happens when a new requestor sends an e-mail, by default RT creates an unprivileged > user but what I'd want is that RT only creates that user inside its own database (not > inside the LDAP). Is this how ExternalAuth works or will ExternalAuth try to create that > user inside the LDAP? ExternalAuth will never attempt to create a user in your external LDAP server. > * When I only us the LDAP for authentication, do I need to configure the RT MySQL database > as well for information or is the DB configuration only required for extra databases > outside RT's own database? Do no attempt to configure RT::Authen::ExternalAuth to authenticate against RT's internal database. It automatically falls back to internal auth. > I wasn't able to get the above answers in the documentation, even though I expect the answers > to be pretty straight forward. I just want to make sure that I understand the plugin correctly > before I start testing it, if ExternalAuth does things differently from what I'm hoping then I > might have to look into WebExternalAuth instead (though I'm leaving that one as a last > resort). WebExternalAuth works quite differently, as it relies on your web server config. It would be great to see a patch to the documentations now that you have these answers. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Sun Nov 27 03:20:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 27 Nov 2011 08:20:32 +0000 Subject: [rt-users] Need help with RT-Ldap Authentication In-Reply-To: References: Message-ID: <20111127082032.GC9885@jibsheet.com> On Sun, Nov 27, 2011 at 12:04:41PM +0530, Sameer Garg wrote: > I have setup RT 4.0.4 with Ldap Authentication. When I try to login using ldap I am getting > the following error. I have not created any user in RT so I don't get why I am getting this > error. Presumably you've injected email into RT using rt-mailgate, which creates a user. Go to configuration -> users and search for the email address -kevin > [Sun Nov 27 06:30:52 2011] [warning]: Use of uninitialized value in subroutine entry at > /usr/local/share/perl/5.10.1/IO/Socket/SSL.pm line 391. > (/usr/local/share/perl/5.10.1/IO/Socket/SSL.pm:391) > > [Sun Nov 27 06:30:52 2011] [warning]: Use of uninitialized value in subroutine entry at > /usr/local/share/perl/5.10.1/IO/Socket/SSL.pm line 391. > (/usr/local/share/perl/5.10.1/IO/Socket/SSL.pm:391) > > [Sun Nov 27 06:30:52 2011] [warning]: Use of uninitialized value in string eq at > /usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 236. > (/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:236) > > [Sun Nov 27 06:30:52 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning > Disabled: 0, EmailAddress: [1]test-user at example.com, Gecos: test-user, Name: test-user, > Privileged: 0, RealName: Foo Bar, gecos: test-user > (/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > > [Sun Nov 27 06:30:52 2011] [error]: Couldn't create user test-user: Email address in use > (/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129) > > [Sun Nov 27 06:30:52 2011] [error]: FAILED LOGIN for test-user from 127.0.0.1 > (/usr/local/sbin/../lib/RT/Interface/Web.pm:655) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bart at pleh.info Sun Nov 27 09:20:22 2011 From: bart at pleh.info (Bart) Date: Sun, 27 Nov 2011 15:20:22 +0100 Subject: [rt-users] Questions about ExternalAuth In-Reply-To: <20111127010346.GB9885@jibsheet.com> References: <20111127010346.GB9885@jibsheet.com> Message-ID: Thanks for the answers :-) I'll give it a go in our testing environment and see if I can make something out of it. As for documentation, there are allot of things that I've documented for myself. I just need to find some time to submit them to the wiki. -- Bart Op 27 november 2011 02:03 schreef Kevin Falcone het volgende: > On Thu, Nov 24, 2011 at 09:14:26AM +0100, Bart wrote: > > * Will the plugin ensure that only LDAP users can login? (I'm > assuming yes) > > There's a configuration option to control who can log in. > You will always be able to log in as a non-disabled internal RT user > if the user has a password set (such as the root user). > > > * What happens if just a random LDAP user logs into RT? Will he/she > be marked as privileged, > > or will they simply go to the SelfService portal? > > This is configurable by you using $AutoCreate. > Also, you can limit which LDAP users can log in by writing an > appropriate filter. > > > * I'm hoping the last + thus that a random LDAP user won't > have any rights until I > > define them inside RT)=. > > > > * What happens when a new requestor sends an e-mail, by default RT > creates an unprivileged > > user but what I'd want is that RT only creates that user inside > its own database (not > > inside the LDAP). Is this how ExternalAuth works or will > ExternalAuth try to create that > > user inside the LDAP? > > ExternalAuth will never attempt to create a user in your external LDAP > server. > > > * When I only us the LDAP for authentication, do I need to > configure the RT MySQL database > > as well for information or is the DB configuration only required > for extra databases > > outside RT's own database? > > Do no attempt to configure RT::Authen::ExternalAuth to authenticate > against RT's internal database. It automatically falls back to > internal auth. > > > I wasn't able to get the above answers in the documentation, even > though I expect the answers > > to be pretty straight forward. I just want to make sure that I > understand the plugin correctly > > before I start testing it, if ExternalAuth does things differently > from what I'm hoping then I > > might have to look into WebExternalAuth instead (though I'm leaving > that one as a last > > resort). > > WebExternalAuth works quite differently, as it relies on your web > server config. > > It would be great to see a patch to the documentations now that you > have these answers. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adisan82 at gmail.com Mon Nov 28 03:21:07 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Mon, 28 Nov 2011 09:21:07 +0100 Subject: [rt-users] How to refresh site after error. Message-ID: Hi, we are using plugin externalauth with phpass(special hash method) after puting password to RT(Web interface) we get error: Can't use string ("user password") as a HASH ref while "strict refs" in use at /usr/local/share/perl/5.10.1/Authen/Passphrase/PHPass.pm line 340. How we could refresh/reload this site. When I do this by hand (click in web browser refresh or F5) I will login to RT. Here is the link: http://150.254.148.60/NoAuth/Login.html -- Best Adrian Stelmaszyk From arekm at maven.pl Mon Nov 28 04:54:12 2011 From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=) Date: Mon, 28 Nov 2011 10:54:12 +0100 Subject: [rt-users] Wide character in subroutine entry at /usr/share/perl5/vendor_perl/Cache/FileBackend.pm line 201 Message-ID: <201111281054.12858.arekm@maven.pl> Recently when trying to edit some queues configuration in rt 4.0.4 and I got: Wide character in subroutine entry at /usr/share/perl5/vendor_perl/Cache/FileBackend.pm line 201. where that's subroutine _Build_Unique_Key and the line is return sha1_hex( $p_key ); The workarounds I came up was doing: use Encode qw(encode_utf8); return sha1_hex( encode_utf8($p_key) ); or simply disabling GPG. What's correct fix for that? -- Arkadiusz Mi?kiewicz PLD/Linux Team arekm / maven.pl http://ftp.pld-linux.org/ From luciano at cpd.ufrgs.br Mon Nov 28 07:28:58 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 28 Nov 2011 10:28:58 -0200 Subject: [rt-users] Select Especif Comments from an Ticket to an Article RT 4.0.2 Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5402035120@filipides.ad.ufrgs.br> Hello, When I try extract an article, I have this message on ticket: "Use the dropdown menus to select which ticket updates you want to extract into a new article. You can insert ticket content into any freeform, text or wiki field." But the dropdown "Field" is empty. Should have an "yes" and "no" for specific comments that I want extract to an article? Luciano -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Nov 28 08:24:58 2011 From: bart at pleh.info (Bart) Date: Mon, 28 Nov 2011 14:24:58 +0100 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: Hi, Your nearly there :-) I've had similar problems when making scrips where you compare two string values. The == symbols somehow are ignored making the scrip basically execute all if statements regardless of the condition. (kinda annoying) I've solved this for myself by using this to compare a string: $my_prio =~ /^Priority 1/ It lets you use regular expressions, the above states that my_prio has to start with Priority 1. Since your prio number is at the back using this line might be more usefull for you: $my_prio =~ /$1/ That should give an ok if the string inside my_prio ends with a 1. Hope this solves it. -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Nov 28 09:23:56 2011 From: bart at pleh.info (Bart) Date: Mon, 28 Nov 2011 15:23:56 +0100 Subject: [rt-users] Select Especif Comments from an Ticket to an Article RT 4.0.2 In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5402035120@filipides.ad.ufrgs.br> References: <87C8AADF9E20C14C811B0AFA1747DA5402035120@filipides.ad.ufrgs.br> Message-ID: You'll have to create at least one CF specifically for Articles (text area type) and apply it to the articles. After that you should be able to select that CF when creating an article. We use two CF's, one for the question and another for the answer. (very basic) -- Bart Op 28 november 2011 13:28 schreef Luciano Ernesto da Silva < luciano at cpd.ufrgs.br> het volgende: > Hello,**** > > ** ** > > When I try extract an article, I have this message on ticket:**** > > ** ** > > *?Use the dropdown menus to select which ticket updates you want to > extract into a new article. You can insert ticket content into any > freeform, text or wiki field.?* > > ** ** > > But the dropdown ?*Field*? is empty. Should have an ?yes? and ?no? for > specific comments that I want extract to an article? **** > > ** ** > > ** ** > > Luciano**** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Mon Nov 28 09:38:55 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 28 Nov 2011 12:38:55 -0200 Subject: [rt-users] RES: Select Especif Comments from an Ticket to an Article RT 4.0.2 In-Reply-To: References: <87C8AADF9E20C14C811B0AFA1747DA5402035120@filipides.ad.ufrgs.br> Message-ID: <87C8AADF9E20C14C811B0AFA1747DA540216DF02@filipides.ad.ufrgs.br> Thank You for you help! Luciano De: pleh.info at gmail.com [mailto:pleh.info at gmail.com] Em nome de Bart Enviada em: segunda-feira, 28 de novembro de 2011 12:24 Para: Luciano Ernesto da Silva Cc: RT-Users at lists.bestpractical.com Assunto: Re: [rt-users] Select Especif Comments from an Ticket to an Article RT 4.0.2 You'll have to create at least one CF specifically for Articles (text area type) and apply it to the articles. After that you should be able to select that CF when creating an article. We use two CF's, one for the question and another for the answer. (very basic) -- Bart Op 28 november 2011 13:28 schreef Luciano Ernesto da Silva het volgende: Hello, When I try extract an article, I have this message on ticket: "Use the dropdown menus to select which ticket updates you want to extract into a new article. You can insert ticket content into any freeform, text or wiki field." But the dropdown "Field" is empty. Should have an "yes" and "no" for specific comments that I want extract to an article? Luciano -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Mon Nov 28 09:48:02 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Mon, 28 Nov 2011 09:48:02 -0500 Subject: [rt-users] Create another "QuickSeach" panel ? Message-ID: So the quick search panel works wonderfully for one set of users. Another would like a different QuickSearch panel that lists tickets by Owner and Status rather than Queue and Status. Is there a simple way to duplicate this into another panel such as QuickSearchOwner and add it to their page? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjames at guesswho.com Mon Nov 28 10:07:23 2011 From: mjames at guesswho.com (mjames at guesswho.com) Date: Mon, 28 Nov 2011 10:07:23 -0500 Subject: [rt-users] Permissions question In-Reply-To: References: <2AA600764E54964491083B1E0EC81A30BBC536A7ED@EXCLUS.nationala-1advertising.com> <2AA600764E54964491083B1E0EC81A30BBC536A971@EXCLUS.nationala-1advertising.com> <2AA600764E54964491083B1E0EC81A30BBC544B0EC@EXCLUS.nationala-1advertising.com> Message-ID: <2AA600764E54964491083B1E0EC81A30BBC544B35D@EXCLUS.nationala-1advertising.com> I figured out what I was doing wrong. Thanks, Kenn. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, November 25, 2011 5:25 PM To: RT User List Subject: Re: [rt-users] Permissions question Mike, I'm not sure what you mean by "logged in as a GROUP member". You log in as a User and you are either in a group or you are not. The thing about saved searches is this; all groups have rights associated with them, giving members certain rights that pertain to any searches saved under that group. If you are a member of that group, you will have those rights. You should look at what groups you are a member of (go to Tools->Config->Users->memberships) and then look at what rights are given to members of those groups. That'll do for a start. hope this helps. Kenn On Fri, Nov 25, 2011 at 12:19 PM, > wrote: The next question about permissions. I've given my NetOps user group global rights to CreateSavedSearch, LoadSavedSearch, ShowSavedSearches, and EditSavedSearches. Still, when I log on to RT (4.0.4) as a group member and go to Tickets -> New Search and select "NetOps's Saved Searches" in the Privacy dropdown, none of the saved searches show in the Load dropdown. I must be partway there, because under Logged in as mjames -> Settings -> Saved Searches, I can see the NetOps saved search. I can't load it or run it from there, however. What am I missing? Mike From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of mjames at guesswho.com Sent: Friday, November 25, 2011 10:29 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Permissions question Thanks, Kenn. That worked. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, November 23, 2011 4:28 PM To: RT User List Subject: Re: [rt-users] Permissions question Mike, The correct navigation would be Tools->Config->Global->Group Rights where you then pick a system group, role, or add a User-defined Group. Kenn On Wed, Nov 23, 2011 at 1:17 PM, > wrote: RT 4.0.4 How do I give a group rights to create/delete/view Saved Searches? As root, I went to Tools..Configuration..Groups and selected my group. I tried different combinations of Group and User Rights, but still the group members can't see/create/delete Saved Searches. Also, when logged in as a group member, I don't see the "About Me" item under "Logged in as Mike". Still wrapping my head around rights in v4.0.x Mike -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain - November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Nov 28 10:16:32 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Nov 2011 19:16:32 +0400 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: On Mon, Nov 28, 2011 at 5:24 PM, Bart wrote: > I've had similar problems when making scrips where you compare two string > values. > The == symbols somehow are ignored making the scrip basically execute all if > statements regardless of the condition. (kinda annoying) In Perl you should eq operator for strings, == for numbers. -- Best regards, Ruslan. From csoula at hach-lange.com Mon Nov 28 11:11:43 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Mon, 28 Nov 2011 17:11:43 +0100 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: This is perfect !!!! eq save my life :) thanks for your inputs Bart And Ruslan one more time. The last part to finalize the internationalization is to hide SLA global CF... but I will figure this out tomorrow. RT IS GREAT !!! Christophe Soula Information Technology Manager Europe HACH LANGE S?rl 6, route de Compois - CP 212 1222 V?senaz - Switzerland Tel +41 22 594 64 70 Fax +41 22 594 64 99 Mobile +41 79 535 99 72 christophe.soula at hach-lange.ch www.hach-lange.ch -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: lundi 28 novembre 2011 16:17 To: Bart Cc: Soula, Christophe; rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA module in international environment On Mon, Nov 28, 2011 at 5:24 PM, Bart wrote: > I've had similar problems when making scrips where you compare two string > values. > The == symbols somehow are ignored making the scrip basically execute all if > statements regardless of the condition. (kinda annoying) In Perl you should eq operator for strings, == for numbers. -- Best regards, Ruslan. Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. From csoula at hach-lange.com Mon Nov 28 12:30:08 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Mon, 28 Nov 2011 18:30:08 +0100 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: Dear Ruslan, After trying this setting for the business hour I realize that the SLA functionality is then broken : if I create a ticket with this setup I have no automation in due date and start date. %RT::ServiceBusinessHours = ( 'US1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '15:00', End => '01:00' }, 2 => { Name => 'Tuesday', Start => '15:00', End => '01:00' }, 3 => { Name => 'Wednesday', Start => '15:00', End => '01:00' }, 4 => { Name => 'Thursday', Start => '15:00', End => '01:00' }, 5 => { Name => 'Friday', Start => '15:00', End => '01:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, If I set it like this then scrips are doing their job but I do not know what's happen in between 24:00 and 25:00 hours ;) %RT::ServiceBusinessHours = ( 'US1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '15:00', End => '25:00' }, 2 => { Name => 'Tuesday', Start => '15:00', End => '25:00' }, 3 => { Name => 'Wednesday', Start => '15:00', End => '25:00' }, 4 => { Name => 'Thursday', Start => '15:00', End => '25:00' }, 5 => { Name => 'Friday', Start => '15:00', End => '25:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, Advise appreciated, FYI : Business::Hours 0.10 Business::SLA 0.05 Christophe -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: jeudi 24 novembre 2011 12:23 To: Soula, Christophe Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA module in international environment On Thu, Nov 24, 2011 at 1:46 PM, Soula, Christophe wrote: > Second issue : What are the best practice to use efficiently this SAL > extension in my environment > > In my example > > -????????? US team is working from 07:00 to 17:00 (Denver time) > > -????????? EU team is working from 07:00 to 17:00 (Berlin time) > > The only ?solution? find to realize this is to fake the system for the US > business hour but this is not possible if I keep the actual server timezone > like this : > > We should cover on each side 10 hours of business hour but if you look at > the example below you will see that my fake for the US1 business hours can > only cover 9 hours (15:00 -> 23:59) Have you tried using Start => 15:00, End => 01:00? If it doesn't work then it's bad and we should fix it in Business::Hours module. -- Best regards, Ruslan. Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. From ruz at bestpractical.com Mon Nov 28 14:37:48 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Nov 2011 23:37:48 +0400 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: On Mon, Nov 28, 2011 at 9:30 PM, Soula, Christophe wrote: > Dear Ruslan, [snip] > FYI : > Business::Hours 0.10 For over midnight shifts you need 0.10_01 version. It's a release for testing and you can not install it via cpan shell. Install it manually. > Business::SLA ? 0.05 > Christophe > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: jeudi 24 novembre 2011 12:23 > To: Soula, Christophe > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] SLA module in international environment > > On Thu, Nov 24, 2011 at 1:46 PM, Soula, Christophe > wrote: >> Second issue : What are the best practice to use efficiently this SAL >> extension in my environment >> >> In my example >> >> -????????? US team is working from 07:00 to 17:00 (Denver time) >> >> -????????? EU team is working from 07:00 to 17:00 (Berlin time) >> >> The only ?solution? find to realize this is to fake the system for the US >> business hour but this is not possible if I keep the actual server timezone >> like this : >> >> We should cover on each side 10 hours of business hour but if you look at >> the example below you will see that my fake for the US1 business hours can >> only cover 9 hours (15:00 -> 23:59) > > Have you tried using Start => 15:00, End => 01:00? If it doesn't work > then it's bad > and we should fix it in Business::Hours module. > > -- > Best regards, Ruslan. > > > Please be advised that this email may contain confidential > information. ?If you are not the intended recipient, please notify us > by email by replying to the sender and delete this message. ?The > sender disclaims that the content of this email constitutes an offer > to enter into, or the acceptance of, any agreement; provided that the > foregoing does not invalidate the binding effect of any digital or > other electronic reproduction of a manual signature that is included > in any attachment. > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Nov 28 14:45:39 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Nov 2011 23:45:39 +0400 Subject: [rt-users] Create another "QuickSeach" panel ? In-Reply-To: References: Message-ID: On Mon, Nov 28, 2011 at 6:48 PM, Vance Walsh wrote: > So the quick search panel works wonderfully for one set of users. Another > would like a different QuickSearch panel that lists tickets by Owner and > Status rather than Queue and Status. Is there a simple way to duplicate this > into another panel such as QuickSearchOwner and add it to their page? http://search.cpan.org/dist/RT-Extension-SummaryByUser/lib/RT/Extension/SummaryByUser.pm > --- > Vance Walsh > Network and Systems Administrator > Concord Academy - Concord, Mass. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Nov 28 14:49:55 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Nov 2011 23:49:55 +0400 Subject: [rt-users] Wide character in subroutine entry at /usr/share/perl5/vendor_perl/Cache/FileBackend.pm line 201 In-Reply-To: <201111281054.12858.arekm@maven.pl> References: <201111281054.12858.arekm@maven.pl> Message-ID: Hi, It would be helpful to get stack trace for this error. 2011/11/28 Arkadiusz Mi?kiewicz : > > Recently when trying to edit some queues configuration in rt 4.0.4 and I got: > > Wide character in subroutine entry at > ? ? ? ?/usr/share/perl5/vendor_perl/Cache/FileBackend.pm line 201. > > where that's subroutine _Build_Unique_Key and the line is return sha1_hex( > $p_key ); > > The workarounds I came up was doing: > > use Encode qw(encode_utf8); > return sha1_hex( encode_utf8($p_key) ); > > or simply disabling GPG. > > What's correct fix for that? > -- > Arkadiusz Mi?kiewicz ? ? ? ?PLD/Linux Team > arekm / maven.pl ? ? ? ? ? ?http://ftp.pld-linux.org/ > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From csoula at hach-lange.com Mon Nov 28 14:53:54 2011 From: csoula at hach-lange.com (Soula, Christophe) Date: Mon, 28 Nov 2011 20:53:54 +0100 Subject: [rt-users] SLA module in international environment In-Reply-To: References: Message-ID: Did not get the _01.... tssss So now I confirm with the released 0.10_01 works at RT level and I get again with the new config SLA extension working fine in my environment. This is my config if can help : %RT::ServiceBusinessHours = ( 'US1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '15:00', End => '01:00' }, 2 => { Name => 'Tuesday', Start => '15:00', End => '01:00' }, 3 => { Name => 'Wednesday', Start => '15:00', End => '01:00' }, 4 => { Name => 'Thursday', Start => '15:00', End => '01:00' }, 5 => { Name => 'Friday', Start => '15:00', End => '01:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, 'Europe1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '07:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '07:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '07:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef } }, ); Will have a final result during the night for the real midnight shift result. Thks again Christophe -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: lundi 28 novembre 2011 20:38 To: Soula, Christophe Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA module in international environment On Mon, Nov 28, 2011 at 9:30 PM, Soula, Christophe wrote: > Dear Ruslan, [snip] > FYI : > Business::Hours 0.10 For over midnight shifts you need 0.10_01 version. It's a release for testing and you can not install it via cpan shell. Install it manually. > Business::SLA ? 0.05 > Christophe > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: jeudi 24 novembre 2011 12:23 > To: Soula, Christophe > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] SLA module in international environment > > On Thu, Nov 24, 2011 at 1:46 PM, Soula, Christophe > wrote: >> Second issue : What are the best practice to use efficiently this SAL >> extension in my environment >> >> In my example >> >> -????????? US team is working from 07:00 to 17:00 (Denver time) >> >> -????????? EU team is working from 07:00 to 17:00 (Berlin time) >> >> The only ?solution? find to realize this is to fake the system for the US >> business hour but this is not possible if I keep the actual server timezone >> like this : >> >> We should cover on each side 10 hours of business hour but if you look at >> the example below you will see that my fake for the US1 business hours can >> only cover 9 hours (15:00 -> 23:59) > > Have you tried using Start => 15:00, End => 01:00? If it doesn't work > then it's bad > and we should fix it in Business::Hours module. > > -- > Best regards, Ruslan. > > > Please be advised that this email may contain confidential > information. ?If you are not the intended recipient, please notify us > by email by replying to the sender and delete this message. ?The > sender disclaims that the content of this email constitutes an offer > to enter into, or the acceptance of, any agreement; provided that the > foregoing does not invalidate the binding effect of any digital or > other electronic reproduction of a manual signature that is included > in any attachment. > -- Best regards, Ruslan. Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. From yan at seiner.com Mon Nov 28 17:05:29 2011 From: yan at seiner.com (Yan Seiner) Date: Mon, 28 Nov 2011 14:05:29 -0800 (PST) Subject: [rt-users] Persistent sessions Message-ID: <1b1a81aa60759e0250a5f4fbab076c26.squirrel@mail.seiner.com> I need to set up a status board - something like the displays at airports. The board needs to auto-login on startup as a particular user. I found this: http://requesttracker.wikia.com/wiki/PersistentSessions Which is close but it will affect all users. I'm looking to do this for one user only. Is anyone aware of an extension that works as a status board or info board? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From yan at seiner.com Mon Nov 28 17:24:23 2011 From: yan at seiner.com (Yan Seiner) Date: Mon, 28 Nov 2011 14:24:23 -0800 (PST) Subject: [rt-users] Persistent sessions In-Reply-To: <1b1a81aa60759e0250a5f4fbab076c26.squirrel@mail.seiner.com> References: <1b1a81aa60759e0250a5f4fbab076c26.squirrel@mail.seiner.com> Message-ID: On Mon, November 28, 2011 2:05 pm, Yan Seiner wrote: > > Is anyone aware of an extension that works as a status board or info > board? Following up on this, is there any way to get RT to go directly to a specific search result (instead of home page) and also directly to the history display of a ticket, both from the login? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From jim.h.berry at frb.gov Mon Nov 28 18:32:52 2011 From: jim.h.berry at frb.gov (jim.h.berry at frb.gov) Date: Mon, 28 Nov 2011 18:32:52 -0500 Subject: [rt-users] Problems with RT4 coexisting with other ModPerl applications Message-ID: <20111128231951.71A962C41DD@ibastion.frb.gov> Hi List, This is no longer a problem for us, because we will be running RT on its own separate server. But in case anyone is interested... When we installed RT v4.0.4 on our production linux Apache2/ModPerl server, we discovered a conflict with other Mason/ModPerl applications. When we disable the other ModPerl apps, RT4 is fine. We did not have this problem with RT v3.8.x. It is quite possible that something is not quite right with the other applications, but they have been running smoothly for years. They are using Mason, but not PSGI. They each have their own Mason cache area. The symptom is an occasional 500 error from any RT web page, with lines like this in the log: Undefined subroutine CGI::PSGI::SUPER::read_multipart\n at /opt/perl-512/lib/site_perl/5.12.3/HTML/Mason/PSGIHandler/Streamy.pm line 15\n, referer: https://www-test/rt4/Ticket/Create.html?Queue=26 (other CGI::PSGI subroutines too). Hitting reload or shift-reload will initially bring up the correct page, but after a while all of the child processes will seem to be polluted and RT becomes unusable. The other ModPerl application web pages are fine. We are running: Linux RHEL 5 (but install our own perl and apache) Apache 2.2.21 - prefork ModPerl 2.0.5 HTML::Mason 1.45 Plack: 0.9982 PSGI: 1.03 Let me know if interested in more details. -- Jim Berry -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Nov 29 01:58:10 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 07:58:10 +0100 Subject: [rt-users] Persistent sessions In-Reply-To: References: <1b1a81aa60759e0250a5f4fbab076c26.squirrel@mail.seiner.com> Message-ID: Not sure about the persistant login plugin, never tried it. We do something similar where we rely on our browser for logging in a user and keeping it's session active/remember the session if it restarts. But the link you've posted seems pretty nice and I think it would do the trick, since it works for RT 3.8 it should also work for RT 4. As for the URL's. If you know the URL then you can go directly to a specific ticket/tab of a ticket: /Ticket/History.html?id=2113 /Ticket/Display.html?id=2113 When you're already logged in you'll go directly to this URL. As for search results, you can modify the home page to only show the search results that you want for that account. Or, you could simply copy the exact URL for a search result and your browser will open that page (assuming persistant login is working). //Search/Results.html?Format='__id__<%2Fa>%2FTITLE%3A%23'%2C%0A'__Subject__<%2Fa>%2FTITLE%3ASubject'%2C%0A'__CustomField.{Ticket%20Type}__'%2C%0A'__CustomField.{Ticket%20Prioriteit}__'%2C%0A'__QueueName__'%2C%0A'__Due__'%2C%0A'__ExtendedStatus__'%2C%0A'__UpdateStatus__'%2C%0A'__Bookmark__'&Order=ASC|ASC|ASC|DESC&OrderBy=CustomField.{Ticket%20Type}|CustomField.{Ticket%20Prioriteit}|Due|LastUpdated&Query=%20Owner%20%3D%20'__CurrentUser__'%20AND%20(%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'open')&RowsPerPage=50 Another option is to use the self service portal, it's a minimalistic view for RT which might suite your needs a little more (shows tickets that belong to that user): /SelfService/ Not sure if this is what you meant but I hope it helps. -- Bart Op 28 november 2011 23:24 schreef Yan Seiner het volgende: > > On Mon, November 28, 2011 2:05 pm, Yan Seiner wrote: > > > > > Is anyone aware of an extension that works as a status board or info > > board? > > Following up on this, is there any way to get RT to go directly to a > specific search result (instead of home page) and also directly to the > history display of a ticket, both from the login? > > Thanks! > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston TBA > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 29 02:56:36 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Nov 2011 11:56:36 +0400 Subject: [rt-users] Problems with RT4 coexisting with other ModPerl applications In-Reply-To: <20111128231951.71A962C41DD@ibastion.frb.gov> References: <20111128231951.71A962C41DD@ibastion.frb.gov> Message-ID: On Tue, Nov 29, 2011 at 3:32 AM, wrote: > Hi List, > > This is no longer a problem for us, ?because we will be running ?RT on its > own separate server. ? But in case anyone is interested... I believe the following option may help: http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_ > > When we installed RT v4.0.4 on our production linux Apache2/ModPerl ?server, > we discovered a conflict with other Mason/ModPerl applications. ?When we > disable the other ModPerl apps, ?RT4 is fine. ? We did not have this problem > with ?RT v3.8.x. ? It is quite possible that something is not quite right > with the other applications, but they have been running smoothly for years. > ?They are using Mason, but not PSGI. ?They each have their own Mason cache > area. > > The symptom is an occasional 500 error from any RT web page, with lines like > this in the log: > > Undefined subroutine CGI::PSGI::SUPER::read_multipart\n at > /opt/perl-512/lib/site_perl/5.12.3/HTML/Mason/PSGIHandler/Streamy.pm line > 15\n, referer: https://www-test/rt4/Ticket/Create.html?Queue=26 > > (other CGI::PSGI subroutines too). ?Hitting reload or shift-reload will > initially bring up the correct page, but after a while all of the child > processes will seem to be polluted and RT becomes unusable. The other > ModPerl application web pages are fine. > > We are running: > Linux RHEL 5 (but install our own perl and apache) > Apache ?2.2.21 ? - prefork > ModPerl 2.0.5 > HTML::Mason 1.45 > Plack: 0.9982 > PSGI: 1.03 > > Let me know if interested in more details. > > -- > Jim Berry > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA > -- Best regards, Ruslan. From torben.nehmer at cancom.de Tue Nov 29 03:12:20 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Tue, 29 Nov 2011 09:12:20 +0100 Subject: [rt-users] CLI Scripting Question Message-ID: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de> Good morning, I am currently writing a few scripts for internal usage to faciliate some Scrum like pattern within RT. One script does create timeLeft Sums on all tickets of a given sprint (which is a parent ticket). While all and all this works great, I have a little question regarding RT::Ticket: The main loop of the script should look for all tickets starting with the text "Sprint", doing about this: my $tickets = RT::Tickets->new(RT->SystemUser); $tickets->LimitQueue( VALUE => $queueName ); $tickets->LimitStatus( VALUE => 'new' ); $tickets->LimitStatus( VALUE => 'open' ); $tickets->LimitSubject( VALUE => "Sprint %", OPERATOR => 'LIKE' ); $tickets->OrderBy( FIELD => 'Id', ORDER => 'ASC' ); Unfortunalety, the LIKE operation seems to enclose the search pattern into wildcards as well, thus finding all tickets which contain the string "Sprint" anywhere in the ticket, not just in the subject. The operator "STARTSWITH" is not accepted, although specifying STARTSWITH in an extended query in RT does yield the expected result. Any hints how I can solve this? Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: From vollmar at nf.mpg.de Tue Nov 29 02:17:04 2011 From: vollmar at nf.mpg.de (Stefan Vollmar) Date: Tue, 29 Nov 2011 08:17:04 +0100 Subject: [rt-users] Generating tickets by redirecting mail Message-ID: Hallo, I am new on this list and I did not find a solution to our problem in the mailing list's archive, sorry I have overlooked something. We have just started using RT and are generally quite happy with our setup. We provide a web interface for one support queue that generates tickets, this works well. However, we occasionally want to open a case based on a mail we have received from a user (who does not have an RT account). Forwarding the mail to RT works but the content of tickets generated in this way is awkward to read due to the indentations (quoted text). "Redirecting" the mail (an option of our mail client) yields a properly formatted mail, also it sets the original author as requestor - which we find useful. Unfortunately, it requires that "everybody" needs to have the right to create tickets. Is it possible to work around this problem, e.g. have RT check that the redirected mail was originally sent to one of RT's regular users? Many thanks in advance for any help with this, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut f?r neurologische Forschung Gleuelerstr. 50, 50931 K?ln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: vollmar at nf.mpg.de http://www.nf.mpg.de -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4409 bytes Desc: not available URL: From bart at pleh.info Tue Nov 29 03:31:01 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 09:31:01 +0100 Subject: [rt-users] Generating tickets by redirecting mail In-Reply-To: References: Message-ID: Hi, Welcome to the list :) In general, an unprivileged user needs "create" rights on the incoming queue (the one where RT mail is send to). This is the best way to have e-mail from non users to be received/created by RT. After that your regular users are then required to send e-mail to your RT address and it should all be good. However, there are moments where e-mail gets send to a personal e-mail address where it should have gone into RT (or something like that). In those cases the best way that we've found is to redirect the specific e-mail to RT's e-mail address. That way RT will receive the mail as if it was initially meant for RT and the original requestor gets an AutoReply with his/her ticket number. This redirect feature is something most e-mail clients support, for ThunderBird you need this plugin ( https://addons.mozilla.org/en-US/thunderbird/addon/mail-redirect/ ). With Apple's mail client it's a button which you can add to your interface (feature is build in, you can see it in the menu under Message --> Redirect). And last but not least, for MS Outlook you'll have to use the option "Resend e-mail/message" ( some more info: http://email.about.com/od/outlooktips/qt/et_redirect.htm ). Doing the redirect instead of a forward makes sure that the original e-mail stays in tact, the requestor is set to the person initially sending the e-mail, and the requestor will receive an AutoReply with his/her ticket number for future reference. For as far as I know this is the cleanest way of achieving this. -- Bart Op 29 november 2011 08:17 schreef Stefan Vollmar het volgende: > Hallo, > > I am new on this list and I did not find a solution to our problem in the > mailing list's archive, sorry I have overlooked something. > > We have just started using RT and are generally quite happy with our > setup. We provide a web interface for one support queue that generates > tickets, this works well. However, we occasionally want to open a case > based on a mail we have received from a user (who does not have an RT > account). > > Forwarding the mail to RT works but the content of tickets generated in > this way is awkward to read due to the indentations (quoted text). > "Redirecting" the mail (an option of our mail client) yields a properly > formatted mail, also it sets the original author as requestor - which we > find useful. Unfortunately, it requires that "everybody" needs to have the > right to create tickets. Is it possible to work around this problem, e.g. > have RT check that the redirected mail was originally sent to one of RT's > regular users? > > Many thanks in advance for any help with this, > Stefan > -- > Dr. Stefan Vollmar, Dipl.-Phys. > Head of IT group > Max-Planck-Institut f?r neurologische Forschung > Gleuelerstr. 50, 50931 K?ln, Germany > Tel.: +49-221-4726-213 FAX +49-221-4726-298 > Tel.: +49-221-478-5713 Mobile: 0160-93874279 > Email: vollmar at nf.mpg.de http://www.nf.mpg.de > > > > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Nov 29 03:41:00 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 09:41:00 +0100 Subject: [rt-users] CLI Scripting Question In-Reply-To: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de> References: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de> Message-ID: Could you try this condition: $tickets->LimitSubject( VALUE => ?*^*Sprint %?, OPERATOR => 'LIKE' ); -- Bart Op 29 november 2011 09:12 schreef Nehmer Torben het volgende: > Good morning,**** > > ** ** > > I am currently writing a few scripts for internal usage to faciliate some > Scrum like pattern within RT. One script does create timeLeft Sums on all > tickets of a given sprint (which is a parent ticket). While all and all > this works great, I have a little question regarding RT::Ticket:**** > > ** ** > > The main loop of the script should look for all tickets starting with the > text ?Sprint?, doing about this:**** > > ** ** > > my $tickets = RT::Tickets->new(RT->SystemUser);**** > > $tickets->LimitQueue( VALUE => $queueName );**** > > $tickets->LimitStatus( VALUE => 'new' );**** > > $tickets->LimitStatus( VALUE => 'open' );**** > > $tickets->LimitSubject( VALUE => ?Sprint %?, OPERATOR => 'LIKE' );**** > > $tickets->OrderBy( FIELD => 'Id', ORDER => 'ASC' );**** > > ** ** > > Unfortunalety, the LIKE operation seems to enclose the search pattern into > wildcards as well, thus finding all tickets which contain the string > ?Sprint? anywhere in the ticket, not just in the subject.**** > > ** ** > > The operator ?STARTSWITH? is not accepted, although specifying STARTSWITH > in an extended query in RT does yield the expected result.**** > > ** ** > > Any hints how I can solve this?**** > > ** ** > > Best regards, > Torben Nehmer**** > > ------- > Torben Nehmer > Diplom Informatiker (FH) > Business System Developer**** > > CANCOM Deutschland GmbH > Messerschmittstr. 20 > 89343 Scheppach > Germany**** > > Tel.: +49 8225 - 996-1118 > Fax: +49 8225 - 996-41118 > torben.nehmer at cancom.de > www.cancom.de**** > > CANCOM Deutschland GmbH > Sitz der Gesellschaft: Jettingen-Scheppach > HRB 10653 Memmingen > Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann**** > > Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und > ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! > This e-mail and any files transmitted with it are confidential intended > solely for the use of the addressee!**** > > ** ** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Nov 29 05:54:52 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 11:54:52 +0100 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) Message-ID: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: - http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: - http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: - http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Nov 29 06:27:31 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 12:27:31 +0100 Subject: [rt-users] rt-crontool - "increase" the value of a CF. In-Reply-To: References: <20111123170831.GT1021@jibsheet.com> Message-ID: Hi, I've created a bash script which will do what I want it to do, using the RT Tool since this ended up being the easiest for me (I'll look into improving this further, but for now this works). Below the code of what I've created: #!/bin/bash for i in `/opt/rt4/bin/rt ls -t ticket "Status!='resolved' and Status!='rejected' and Status!='spam' and Status!='deleted'" -f status | grep ^[0-9] | cut -f 1`; do status=`/opt/rt4/bin/rt ls -t ticket "id=$i" -f status | grep ^[0-9] | cut -f 2` cnew=`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'Counter New' | grep ^[0-9] | cut -f 2` copen=`/opt/rt4/bin/rt ls -t ticket "id=$i" -f CF-'Counter Open' | grep ^[0-9] | cut -f 2` if [ "$status" = "new" ] then cnew=$(( $cnew + 5 )) /opt/rt4/bin/rt edit ticket/$i set CF-'Counter New'=$cnew fi if [ "$status" = "open" ] then copen=$(( $copen + 5 )) /opt/rt4/bin/rt edit ticket/$i set CF-'Counter Open'=$copen fi done In the for statement I'm listing all the ticket ID's. Then I'm extracting specific fields from the ticket by looking it up, I've found that I need to somehow do it this way because when fields are empty the entire scrip kinda breaks (e.g. if I put the output into an array, the array expects space separated input and it will not understand when 1 field is empty). Thus, even if it's kinda ugly I request information three times. >From there an if statement checks the ticket status, for each status it will do almost the same (again, I'll probably make this nicer) and increase the value of the counter CF by 5 (for 5 minutes). The downside of this script is that it isn't exactly "fast", takes roughly 1 second for each ticket. In our case a typical daily "active" tickets in queue are roughly 120 so it will take 2 minutes to run. Since we run it every 5 minutes this is (barely) within the allowed time. As for improvements, next step is to make this scrip faster and probably do things via the RT-Crontool. But for now I'm happy with this :-) (this gives me some time to think-up a better solution) -- Bart Op 23 november 2011 20:29 schreef Bart het volgende: > Did some reading on the RT-Tool page ( > http://requesttracker.wikia.com/wiki/UseRtTool ) and found this command: > > bin/rt list -i "Queue = 'testqueue'" | bin/rt edit - set status=resolved > > I'm lacking the documentation and our test environment a.t.m. (am at > home). So I'll do some experimenting in the test environment tomorrow at > work, hopefully it will show me some nice results ^_^ > > > -- Bart > > > Op 23 november 2011 19:57 schreef Bart het volgende: > > Hi Yan, >> >> I'll also have a look at the rt script and see if I can manage it using >> that, thanks :) >> >> -- Bart >> >> >> Op 23 november 2011 19:50 schreef Yan Seiner het >> volgende: >> >> Wouldn't this work (snippet from a bigger script): >>> >>> # and set custom fields >>> /opt/rt4/bin/rt edit ticket/${ticket} set >>> 'CF.{contractor}'="${contractor}" >>> /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}" >>> >>> That's how I set custom fields. You could get the value that way, >>> increment it or whatever in a script, and then set it again. >>> >>> >>> >>> On Wed, November 23, 2011 10:23 am, Bart wrote: >>> > Hi Kevin, >>> > >>> > Thanks for the reply, >>> > >>> > Guess I'll have to learn Perl a bit more then and experiment a little >>> with >>> > this. >>> > >>> > Will post the results once I've gained some progress. >>> > >>> > -- Bart >>> > >>> > >>> > Op 23 november 2011 18:08 schreef Kevin Falcone >>> > het volgende: >>> > >>> >> On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote: >>> >> > I've then created a simple rt-crontool command to see if I could >>> >> find >>> >> a ticket and if I could >>> >> > set a value when I found that ticket. This worked as well, below >>> >> the >>> >> result: >>> >> > /opt/rt4/bin/rt-crontool \ >>> >> > --search RT::Search::FromSQL \ >>> >> > --search-arg "status = 'open'" \ >>> >> > --action RT::Action::SetPriority --action-arg 3 \ >>> >> > --verbose >>> >> > So now for the question(s): >>> >> > >>> >> > * First a simple one, how do I set a value for a custom field? >>> >> > * And the more difficult one, how do I increase a value instead >>> >> of >>> >> replacing it? (adding + >>> >> > or something like that doesn't seem to work) >>> >> > >>> >> > Hopefully this is possible with the rt-crontool, if not then I'd >>> >> like >>> >> to hear your thoughts on >>> >> > how I'd be able to do the above in a different manner. >>> >> >>> >> Unfortunately, you'll need to write your own RT::Action to change the >>> CF >>> >> >>> >> You could turn this into a pretty trivial perl script using the RT API >>> >> and calling $tickets->FromSQL("status = 'open'") and then iterating >>> >> the list to call AddCustomFieldValue >>> >> >>> >> -kevin >>> >> >>> >> -------- >>> >> RT Training Sessions (http://bestpractical.com/services/training.html >>> ) >>> >> * Barcelona, Spain ? November 28 & 29, 2011 >>> >> >>> > >>> > >>> > !DSPAM:4ecd3a6094962612618147! >>> > -------- >>> > RT Training Sessions (http://bestpractical.com/services/training.html) >>> > * Barcelona, Spain ? November 28 & 29, 2011 >>> > >>> > !DSPAM:4ecd3a6094962612618147! >>> > >>> >>> >>> -- >>> Pain is temporary. It may last a minute, or an hour, or a day, or a year, >>> but eventually it will subside and something else will take its place. If >>> I quit, however, it lasts forever. >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 29 06:31:07 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Nov 2011 15:31:07 +0400 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: Message-ID: Hello Bart, It would be great to see more structure on the wiki. I think "wiki chief editor" position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart wrote: > Hi, > > I've created an account on Wikia in order to do some editing on the RT wiki: > > http://requesttracker.wikia.com/wiki/HomePage > > There are a few things that I want to add, but I'm kinda confused by the > structure O_o > > I've noticed that only a handfull of articles contain a categorie, these > categories are viewable on this page: > > http://requesttracker.wikia.com/wiki/Special:Categories > > These categories are a nice way of structuring content, people only have to > add a page with the proper categorie and it will be displayed on the > categorie page. > In addition you have the ability to add specific information/explanation?to > each categorie page as shown on this page: > > http://requesttracker.wikia.com/wiki/Category:3.8.9 > > The thing I'm missing on the main page is a link to all categories, this > would make browsing the wiki allot easier. > In addition what I'm missing is a structure of the categories + allot of > pages aren't categorized. > > I feel that the structure could be better, and with a better structure it > would make adding articles allot easier + they will become visible by simply > viewing a categorie specific page where everything is alphabetized (no need > for creating a link to article X on certain pages). > > If I were to think-up a structure and start to re-organize the categories > (edit pages to point to the new structure), would this upset someone (I hope > not ^_^)? > I'd first want to roughly draw the categorie structure and verify it with > the?mailing-lists?before starting to edit anything. (basically think before > act) > > Let me know your thoughts, I feel that I have some time to work on the wiki > so hopefully with some input from others it will be possible to freshen up > the wiki. > > > -- Bart > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA -- Best regards, Ruslan. From ruz at bestpractical.com Tue Nov 29 06:39:45 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Nov 2011 15:39:45 +0400 Subject: [rt-users] CLI Scripting Question In-Reply-To: References: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de> Message-ID: On Tue, Nov 29, 2011 at 12:41 PM, Bart wrote: > Could you try this condition: > > $tickets->LimitSubject( VALUE => ?^Sprint %?, OPERATOR => 'LIKE' ); It wouldn't work. Most times it's easier to use $tickets->FromSQL("Queue = 'x' AND (Status ...)") instead of Limit* calls. LIKE adding % around arguments is historical thing. Use MATCHES. > -- Bart > > Op 29 november 2011 09:12 schreef Nehmer Torben > het volgende: >> >> Good morning, >> >> >> >> I am currently writing a few scripts for internal usage to faciliate some >> Scrum like pattern within RT. One script does create timeLeft Sums on all >> tickets of a given sprint (which is a parent ticket). While all and all this >> works great, I have a little question regarding RT::Ticket: >> >> >> >> The main loop of the script should look for all tickets starting with the >> text ?Sprint?, doing about this: >> >> >> >> my $tickets = RT::Tickets->new(RT->SystemUser); >> >> $tickets->LimitQueue( VALUE => $queueName ); >> >> $tickets->LimitStatus( VALUE => 'new' ); >> >> $tickets->LimitStatus( VALUE => 'open' ); >> >> $tickets->LimitSubject( VALUE => ?Sprint %?, OPERATOR => 'LIKE' ); >> >> $tickets->OrderBy( FIELD => 'Id', ORDER => 'ASC' ); >> >> >> >> Unfortunalety, the LIKE operation seems to enclose the search pattern into >> wildcards as well, thus finding all tickets which contain the string >> ?Sprint? anywhere in the ticket, not just in the subject. >> >> >> >> The operator ?STARTSWITH? is not accepted, although specifying STARTSWITH >> in an extended query in RT does yield the expected result. >> >> >> >> Any hints how I can solve this? >> >> >> >> Best regards, >> Torben Nehmer >> >> ------- >> Torben Nehmer >> Diplom Informatiker (FH) >> Business System Developer >> >> CANCOM Deutschland GmbH >> Messerschmittstr. 20 >> 89343 Scheppach >> Germany >> >> Tel.: +49 8225 - 996-1118 >> Fax: +49 8225 - 996-41118 >> torben.nehmer at cancom.de >> www.cancom.de >> >> CANCOM Deutschland GmbH >> Sitz der Gesellschaft: Jettingen-Scheppach >> HRB 10653 Memmingen >> Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann >> >> Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und >> ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! >> This e-mail and any files transmitted with it are confidential intended >> solely for the use of the addressee! >> >> >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston ? TBA > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA -- Best regards, Ruslan. From bart at pleh.info Tue Nov 29 06:50:29 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 12:50:29 +0100 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: Message-ID: Hi, Not sure if I should be in such a position, I'm just "teh new guy" ^_~ Maybe when I've actually done some work on the wiki, but for now I wouldn't feel qualified for that title (need to prove myself first I guess). But I do want to help think of a way to structure the wiki and modify it so that everyone can easily add a new page. (and do the work where needed) Where they only have to add the proper category for that page to be shown in a certain listing. (ease of use being the key) I've also noticed that Wikia has some features to help a community (achievements, etc.), might be nice to add those to the RT wiki in order to motivate everyone to submit/edit content. -- Bart Op 29 november 2011 12:31 schreef Ruslan Zakirov het volgende: > Hello Bart, > > It would be great to see more structure on the wiki. I think "wiki > chief editor" position is vacant, unfortunately it's not paid, but > much appreciated. > > On Tue, Nov 29, 2011 at 2:54 PM, Bart wrote: > > Hi, > > > > I've created an account on Wikia in order to do some editing on the RT > wiki: > > > > http://requesttracker.wikia.com/wiki/HomePage > > > > There are a few things that I want to add, but I'm kinda confused by the > > structure O_o > > > > I've noticed that only a handfull of articles contain a categorie, these > > categories are viewable on this page: > > > > http://requesttracker.wikia.com/wiki/Special:Categories > > > > These categories are a nice way of structuring content, people only have > to > > add a page with the proper categorie and it will be displayed on the > > categorie page. > > In addition you have the ability to add specific > information/explanation to > > each categorie page as shown on this page: > > > > http://requesttracker.wikia.com/wiki/Category:3.8.9 > > > > The thing I'm missing on the main page is a link to all categories, this > > would make browsing the wiki allot easier. > > In addition what I'm missing is a structure of the categories + allot of > > pages aren't categorized. > > > > I feel that the structure could be better, and with a better structure it > > would make adding articles allot easier + they will become visible by > simply > > viewing a categorie specific page where everything is alphabetized (no > need > > for creating a link to article X on certain pages). > > > > If I were to think-up a structure and start to re-organize the categories > > (edit pages to point to the new structure), would this upset someone (I > hope > > not ^_^)? > > I'd first want to roughly draw the categorie structure and verify it with > > the mailing-lists before starting to edit anything. (basically think > before > > act) > > > > Let me know your thoughts, I feel that I have some time to work on the > wiki > > so hopefully with some input from others it will be possible to freshen > up > > the wiki. > > > > > > -- Bart > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Boston ? TBA > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Nov 29 07:20:13 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 13:20:13 +0100 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: Message-ID: Here's some info on categories: - http://help.wikia.com/wiki/Help:Category And an example of how a proper categorie page would look like: - http://help.wikia.com/wiki/Category:Help Mind you that both the sub categories + the pages are automatically displayed. Only the text in the beginning is custom (since the category page is also just a wiki page with some special features). In general categories are flat (only one level) but when you make sub-category by making a category page member of another category. (as you can see in the above help page, you'll notice at te bottom of that page that category pages are also member of other categories) This in general allows you to create a decent structure + a simple main category page where people can browse the content. With that in mind you can make a nice structure which will make adding new content quite easy. -- Bart Op 29 november 2011 12:50 schreef Bart het volgende: > Hi, > > Not sure if I should be in such a position, I'm just "teh new guy" ^_~ > > Maybe when I've actually done some work on the wiki, but for now I > wouldn't feel qualified for that title (need to prove myself first I guess). > > But I do want to help think of a way to structure the wiki and modify it > so that everyone can easily add a new page. (and do the work where needed) > Where they only have to add the proper category for that page to be shown > in a certain listing. (ease of use being the key) > > I've also noticed that Wikia has some features to help a community > (achievements, etc.), might be nice to add those to the RT wiki in order to > motivate everyone to submit/edit content. > > -- Bart > > > Op 29 november 2011 12:31 schreef Ruslan Zakirov het volgende: > > Hello Bart, >> >> It would be great to see more structure on the wiki. I think "wiki >> chief editor" position is vacant, unfortunately it's not paid, but >> much appreciated. >> >> On Tue, Nov 29, 2011 at 2:54 PM, Bart wrote: >> > Hi, >> > >> > I've created an account on Wikia in order to do some editing on the RT >> wiki: >> > >> > http://requesttracker.wikia.com/wiki/HomePage >> > >> > There are a few things that I want to add, but I'm kinda confused by the >> > structure O_o >> > >> > I've noticed that only a handfull of articles contain a categorie, these >> > categories are viewable on this page: >> > >> > http://requesttracker.wikia.com/wiki/Special:Categories >> > >> > These categories are a nice way of structuring content, people only >> have to >> > add a page with the proper categorie and it will be displayed on the >> > categorie page. >> > In addition you have the ability to add specific >> information/explanation to >> > each categorie page as shown on this page: >> > >> > http://requesttracker.wikia.com/wiki/Category:3.8.9 >> > >> > The thing I'm missing on the main page is a link to all categories, this >> > would make browsing the wiki allot easier. >> > In addition what I'm missing is a structure of the categories + allot of >> > pages aren't categorized. >> > >> > I feel that the structure could be better, and with a better structure >> it >> > would make adding articles allot easier + they will become visible by >> simply >> > viewing a categorie specific page where everything is alphabetized (no >> need >> > for creating a link to article X on certain pages). >> > >> > If I were to think-up a structure and start to re-organize the >> categories >> > (edit pages to point to the new structure), would this upset someone (I >> hope >> > not ^_^)? >> > I'd first want to roughly draw the categorie structure and verify it >> with >> > the mailing-lists before starting to edit anything. (basically think >> before >> > act) >> > >> > Let me know your thoughts, I feel that I have some time to work on the >> wiki >> > so hopefully with some input from others it will be possible to freshen >> up >> > the wiki. >> > >> > >> > -- Bart >> > >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Boston ? TBA >> >> >> >> -- >> Best regards, Ruslan. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 29 08:38:18 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Nov 2011 17:38:18 +0400 Subject: [rt-users] Persistent sessions In-Reply-To: References: <1b1a81aa60759e0250a5f4fbab076c26.squirrel@mail.seiner.com> Message-ID: Hello Yan, Are you still struggling with setting up auto-login, go to search and refresh page? Try link like the following as a start: http://localhost:8888/?user=root&pass=password&q=general In RT 4 it logs in and redirects to the search. On Tue, Nov 29, 2011 at 2:24 AM, Yan Seiner wrote: > > On Mon, November 28, 2011 2:05 pm, Yan Seiner wrote: > >> >> Is anyone aware of an extension that works as a status board or info >> board? > > Following up on this, is there any way to get RT to go directly to a > specific search result (instead of home page) and also directly to the > history display of a ticket, both from the login? > > Thanks! > > -- > Pain is temporary. It may last a minute, or an hour, or a day, or a year, > but eventually it will subside and something else will take its place. If > I quit, however, it lasts forever. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ?TBA -- Best regards, Ruslan. From ruz at bestpractical.com Tue Nov 29 08:52:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 29 Nov 2011 17:52:10 +0400 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: Message-ID: On Tue, Nov 29, 2011 at 3:50 PM, Bart wrote: > Not sure if I should be in such a position, I'm just "teh new guy" ^_~ > > Maybe when I've actually done some work on the wiki, but for now I wouldn't > feel qualified for that title (need to prove myself first I guess). Perfect candidate. Candidate should be newbie and be always in need for help and figuring out things about RT constantly, so you end up using wiki a lot. Only one rule: don't destroy work other people have done. Move it around, re-organize, bring fresh info closer to the top of the page and do other refactorings, but don't destroy work. That's it. -- Best regards, Ruslan. From jra at baylink.com Tue Nov 29 09:41:14 2011 From: jra at baylink.com (Jay Ashworth) Date: Tue, 29 Nov 2011 09:41:14 -0500 (EST) Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: Message-ID: <4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com> I was one of the early contributors in that post, about 5 years ago, and while I'm about to redeploy 4.0 as a test, I haven't been using RT much in the interim; I admit I spent more time on content than categorization, though. Categories are handy. ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bart" > Cc: rt-users at lists.bestpractical.com > Sent: Tuesday, November 29, 2011 6:31:07 AM > Subject: Re: [rt-users] The RT Wiki - Restructure (start using categories?) > Hello Bart, > > It would be great to see more structure on the wiki. I think "wiki > chief editor" position is vacant, unfortunately it's not paid, but > much appreciated. > > On Tue, Nov 29, 2011 at 2:54 PM, Bart wrote: > > Hi, > > > > I've created an account on Wikia in order to do some editing on the > > RT wiki: > > > > http://requesttracker.wikia.com/wiki/HomePage > > > > There are a few things that I want to add, but I'm kinda confused by > > the > > structure O_o > > > > I've noticed that only a handfull of articles contain a categorie, > > these > > categories are viewable on this page: > > > > http://requesttracker.wikia.com/wiki/Special:Categories > > > > These categories are a nice way of structuring content, people only > > have to > > add a page with the proper categorie and it will be displayed on the > > categorie page. > > In addition you have the ability to add specific > > information/explanation to > > each categorie page as shown on this page: > > > > http://requesttracker.wikia.com/wiki/Category:3.8.9 > > > > The thing I'm missing on the main page is a link to all categories, > > this > > would make browsing the wiki allot easier. > > In addition what I'm missing is a structure of the categories + > > allot of > > pages aren't categorized. > > > > I feel that the structure could be better, and with a better > > structure it > > would make adding articles allot easier + they will become visible > > by simply > > viewing a categorie specific page where everything is alphabetized > > (no need > > for creating a link to article X on certain pages). > > > > If I were to think-up a structure and start to re-organize the > > categories > > (edit pages to point to the new structure), would this upset someone > > (I hope > > not ^_^)? > > I'd first want to roughly draw the categorie structure and verify it > > with > > the mailing-lists before starting to edit anything. (basically think > > before > > act) > > > > Let me know your thoughts, I feel that I have some time to work on > > the wiki > > so hopefully with some input from others it will be possible to > > freshen up > > the wiki. > > > > > > -- Bart > > > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Boston ? TBA > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston TBA -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 From drey111 at gmail.com Tue Nov 29 11:08:03 2011 From: drey111 at gmail.com (Joe Harris) Date: Tue, 29 Nov 2011 11:08:03 -0500 Subject: [rt-users] RTx::Calendar in rt4 Message-ID: Has anyone ported the Calendar plugin to rt4? I installed it in the new version (4.0.4). It shows on the home screen, but there is not a link to the full calendar on the home screen as it was in 3.8.7. I did some research and found that the error we get when clicking on: could not find component for path '/Ticket/Elements/Tabs' is related to the difference between the new interface in rt4 and the old one. I found some discussions on the list about other plugins relating to Default vs. Privileged in the Tabs directories, but have yet to get my head around the exact way to fix it. I am sure it is something pretty simple, but need a little direction. If anyone has already done this and would like to share, it would be appreciated, if not, any input will be very helpful. Thanks! Joe From elacour at easter-eggs.com Tue Nov 29 11:18:59 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 29 Nov 2011 17:18:59 +0100 Subject: [rt-users] RTx::Calendar in rt4 In-Reply-To: References: Message-ID: <20111129161858.GA2887@easter-eggs.com> On Tue, Nov 29, 2011 at 11:08:03AM -0500, Joe Harris wrote: > Has anyone ported the Calendar plugin to rt4? I installed it in the > new version (4.0.4). It shows on the home screen, but there is not a > link to the full calendar on the home screen as it was in 3.8.7. I > did some research and found that the error we get when clicking on: > could not find component for path '/Ticket/Elements/Tabs' > is related to the difference between the new interface in rt4 and the > old one. I found some discussions on the list about other plugins > relating to Default vs. Privileged in the Tabs directories, but have > yet to get my head around the exact way to fix it. I am sure it is > something pretty simple, but need a little direction. > > If anyone has already done this and would like to share, it would be > appreciated, if not, any input will be very helpful. > You can just grab the last one from git which fixes this tabs problem: https://github.com/bestpractical/rtx-calendar From bart at pleh.info Tue Nov 29 12:46:18 2011 From: bart at pleh.info (Bart) Date: Tue, 29 Nov 2011 18:46:18 +0100 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: <4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com> References: <4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com> Message-ID: I'll make an initial concept of a structure with some additional explanation on what I have in mind. Should be done tomorrow I think. -- Bart Op 29 november 2011 15:41 schreef Jay Ashworth het volgende: > I was one of the early contributors in that post, about 5 years ago, and > while I'm about to redeploy 4.0 as a test, I haven't been using RT much in > the interim; I admit I spent more time on content than categorization, > though. > > Categories are handy. > > ----- Original Message ----- > > From: "Ruslan Zakirov" > > To: "Bart" > > Cc: rt-users at lists.bestpractical.com > > Sent: Tuesday, November 29, 2011 6:31:07 AM > > Subject: Re: [rt-users] The RT Wiki - Restructure (start using > categories?) > > Hello Bart, > > > > It would be great to see more structure on the wiki. I think "wiki > > chief editor" position is vacant, unfortunately it's not paid, but > > much appreciated. > > > > On Tue, Nov 29, 2011 at 2:54 PM, Bart wrote: > > > Hi, > > > > > > I've created an account on Wikia in order to do some editing on the > > > RT wiki: > > > > > > http://requesttracker.wikia.com/wiki/HomePage > > > > > > There are a few things that I want to add, but I'm kinda confused by > > > the > > > structure O_o > > > > > > I've noticed that only a handfull of articles contain a categorie, > > > these > > > categories are viewable on this page: > > > > > > http://requesttracker.wikia.com/wiki/Special:Categories > > > > > > These categories are a nice way of structuring content, people only > > > have to > > > add a page with the proper categorie and it will be displayed on the > > > categorie page. > > > In addition you have the ability to add specific > > > information/explanation to > > > each categorie page as shown on this page: > > > > > > http://requesttracker.wikia.com/wiki/Category:3.8.9 > > > > > > The thing I'm missing on the main page is a link to all categories, > > > this > > > would make browsing the wiki allot easier. > > > In addition what I'm missing is a structure of the categories + > > > allot of > > > pages aren't categorized. > > > > > > I feel that the structure could be better, and with a better > > > structure it > > > would make adding articles allot easier + they will become visible > > > by simply > > > viewing a categorie specific page where everything is alphabetized > > > (no need > > > for creating a link to article X on certain pages). > > > > > > If I were to think-up a structure and start to re-organize the > > > categories > > > (edit pages to point to the new structure), would this upset someone > > > (I hope > > > not ^_^)? > > > I'd first want to roughly draw the categorie structure and verify it > > > with > > > the mailing-lists before starting to edit anything. (basically think > > > before > > > act) > > > > > > Let me know your thoughts, I feel that I have some time to work on > > > the wiki > > > so hopefully with some input from others it will be possible to > > > freshen up > > > the wiki. > > > > > > > > > -- Bart > > > > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Boston ? TBA > > > > > > > > -- > > Best regards, Ruslan. > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Boston TBA > > -- > Jay R. Ashworth Baylink > jra at baylink.com > Designer The Things I Think RFC > 2100 > Ashworth & Associates http://baylink.pitas.com 2000 Land > Rover DII > St Petersburg FL USA http://photo.imageinc.us +1 727 647 > 1274 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston TBA > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Tue Nov 29 13:31:06 2011 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 29 Nov 2011 13:31:06 -0500 Subject: [rt-users] UnPrivileged User Option for Reply Message-ID: <0398A611-F177-4495-9EA6-661BC341CBE7@umbc.edu> I have an end user who has the ability to Reply as Requestor however he also wants to add a cc and although this is an option for Privileged Users it does not appear to be an option for Self Service (Unprivileged Users) Is there a setting I can adjust or is this the way it is Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Nov 29 16:16:30 2011 From: jvdwege at xs4all.nl (Joop) Date: Tue, 29 Nov 2011 22:16:30 +0100 Subject: [rt-users] CLI Scripting Question In-Reply-To: References: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de> Message-ID: <4ED54BAE.8060709@xs4all.nl> Ruslan Zakirov wrote: > On Tue, Nov 29, 2011 at 12:41 PM, Bart wrote: > >> Could you try this condition: >> >> $tickets->LimitSubject( VALUE => ?^Sprint %?, OPERATOR => 'LIKE' ); >> > > It wouldn't work. Most times it's easier to use > $tickets->FromSQL("Queue = 'x' AND (Status ...)") instead of Limit* > calls. LIKE adding % around arguments is historical thing. Use > MATCHES. > > Our use of RT has lead us to patch SearchBuilder to NOT include the % in front and back of the search term but to leave it to the enduser the ask for wildcard searches. Big bonus: actual use of the indexes. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Nov 29 19:20:12 2011 From: yan at seiner.com (Yan Seiner) Date: Tue, 29 Nov 2011 16:20:12 -0800 (PST) Subject: [rt-users] 403 error on local mods Message-ID: <177b7618105072d56903c21f329d7316.squirrel@mail.seiner.com> I added a new page under local/html/.... Flushed mason cache, restarted apache, all worked fine. I tested it, it worked fine for a while. Now it returns a 403 Forbidden and a blank page. Nothing gets sent out. I can't for the life of me figure out what I did to make it do this. I was not even working in the new files when this started. I increased loglevel to debug; apache shows nothing in the log files: [29/Nov/2011:16:04:36 -0800] "GET /WSCNews/ HTTP/1.1" 403 26 and that's it. I can change the file permissions on WSCNews to deny read access and I get the stock "Forbidden: You do not have permission" error message, but if I allow RT read permission I still get a 403 but a blank page. I've changed permissions on the Can anyone clue me in? How can I increase verbosity, or try to test this? Is there some way to get RT / perl error logging to tell me more than apache? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. From bluethundr at jokefire.com Tue Nov 29 20:09:30 2011 From: bluethundr at jokefire.com (Tim Dunphy) Date: Wed, 30 Nov 2011 01:09:30 -0000 (UTC) Subject: [rt-users] create tickets via email In-Reply-To: Message-ID: <479a4acc-9bc5-49be-a3cd-555418bb008c@li289-212> hello list, I have built my company's RT server to the point where users can authenticate via LDAP as well as a postfix mail server on the RT host that you can use to send email to accounts intended for use with RT. This postfix server also has pop3 and IMAP functionality. However, I tried following the 'getmail' (not the fetchmail) portion of this tutorial: http://requesttracker.wikia.com/wiki/Fetchmail I was able to have the email sent to RT downloaded via pop. It seems to go ok... [rt at host .getmail]$ getmail --rcfile getmailrc getmail version 4.23.0 Copyright (C) 1998-2009 Charles Cazabon. Licensed under the GNU GPL version 2. SimplePOP3Retriever:rt at mm3.mlbam.com@rt.mm3.mlbam.com:110: msg 1/3 (1521 bytes) from delivered to MDA_external command rt-mailgate () msg 2/3 (1552 bytes) from delivered to MDA_external command rt-mailgate () msg 3/3 (1560 bytes) from delivered to MDA_external command rt-mailgate () 3 messages (4633 bytes) retrieved, 0 skipped Summary: Retrieved 3 messages (4633 bytes) from SimplePOP3Retriever:rt at mm3.mlbam.com@rt.mm3.mlbam.com:110 The getmailrc file looks like this: [rt at monitor03 .getmail]$ cat getmailrc [retriever] type = SimplePOP3Retriever server = rt.foo.example.com port = 110 username = rt at foo.exmaple.com password = secret [destination] type = MDA_external path = /usr/local/rt4/bin/rt-mailgate user = rt group = rt arguments = ("--url", "http://rt.foo.example.com/helpdesk", "--queue", "ops", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 I have created resource configs for the actions comment, correspond and reply [rt at monitor03 .getmail]$ ls oldmail-rt.mm3.mlbam.com-110-rt at mm3.mlbam.com rtcomment rtcorrespond rtreply I've created a queue and dashboard called simply 'ops'. However when I send email to rt at foo.example.com and do I search for tickets none turn up and I get this reply from the RT server. No permission to create tickets in the queue It's a great opportunity to build an RT server for a company as large as this. Thanks in advance for your help! Tim From bluethundr at jokefire.com Tue Nov 29 20:30:27 2011 From: bluethundr at jokefire.com (Tim Dunphy) Date: Wed, 30 Nov 2011 01:30:27 -0000 (UTC) Subject: [rt-users] create tickets via email In-Reply-To: <479a4acc-9bc5-49be-a3cd-555418bb008c@li289-212> Message-ID: I've also tried creating a scrip and gotten this result: Couldn't compile CustomPrepareCode codeblock '===Create-Ticket: ops Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT': syntax error at (eval 412) line 1, near "{ ==" This was the code that was used: ===Create-Ticket: ops Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT regards tim ----- Original Message ----- From: "Tim Dunphy" To: rt-users at lists.bestpractical.com Sent: Tuesday, November 29, 2011 8:09:30 PM Subject: [rt-users] create tickets via email hello list, I have built my company's RT server to the point where users can authenticate via LDAP as well as a postfix mail server on the RT host that you can use to send email to accounts intended for use with RT. This postfix server also has pop3 and IMAP functionality. However, I tried following the 'getmail' (not the fetchmail) portion of this tutorial: http://requesttracker.wikia.com/wiki/Fetchmail I was able to have the email sent to RT downloaded via pop. It seems to go ok... [rt at host .getmail]$ getmail --rcfile getmailrc getmail version 4.23.0 Copyright (C) 1998-2009 Charles Cazabon. Licensed under the GNU GPL version 2. SimplePOP3Retriever:rt at mm3.mlbam.com@rt.mm3.mlbam.com:110: msg 1/3 (1521 bytes) from delivered to MDA_external command rt-mailgate () msg 2/3 (1552 bytes) from delivered to MDA_external command rt-mailgate () msg 3/3 (1560 bytes) from delivered to MDA_external command rt-mailgate () 3 messages (4633 bytes) retrieved, 0 skipped Summary: Retrieved 3 messages (4633 bytes) from SimplePOP3Retriever:rt at mm3.mlbam.com@rt.mm3.mlbam.com:110 The getmailrc file looks like this: [rt at monitor03 .getmail]$ cat getmailrc [retriever] type = SimplePOP3Retriever server = rt.foo.example.com port = 110 username = rt at foo.exmaple.com password = secret [destination] type = MDA_external path = /usr/local/rt4/bin/rt-mailgate user = rt group = rt arguments = ("--url", "http://rt.foo.example.com/helpdesk", "--queue", "ops", "--action", "correspond",) [options] read_all = false delete_after = 8 verbose = 2 I have created resource configs for the actions comment, correspond and reply [rt at monitor03 .getmail]$ ls oldmail-rt.mm3.mlbam.com-110-rt at mm3.mlbam.com rtcomment rtcorrespond rtreply I've created a queue and dashboard called simply 'ops'. However when I send email to rt at foo.example.com and do I search for tickets none turn up and I get this reply from the RT server. No permission to create tickets in the queue It's a great opportunity to build an RT server for a company as large as this. Thanks in advance for your help! Tim -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA From Thomas.Lau at principleone.com Wed Nov 30 01:15:09 2011 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Wed, 30 Nov 2011 14:15:09 +0800 Subject: [rt-users] random error Message-ID: Guys, we are having strange random error as following when cronjob run every hour: [error]: Caught exception: Vertical size too small at /opt/rt4/share/html/Search/Chart line 186. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117) Cronjob list: rt-email-dashboards rt-clean-sessions --older 7D google didn't help, anyone could give me some advice please? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Torben.Nehmer at cancom.de Wed Nov 30 03:28:53 2011 From: Torben.Nehmer at cancom.de (Nehmer Torben) Date: Wed, 30 Nov 2011 09:28:53 +0100 Subject: [rt-users] CLI Scripting Question In-Reply-To: References: <9900C7068FE87C43AC0718D719CD0CFB0137AF335496@JETMX003.int.cancom.de> Message-ID: Hi, > It wouldn't work. Most times it's easier to use > $tickets->FromSQL("Queue = 'x' AND (Status ...)") instead of Limit* > calls. LIKE adding % around arguments is historical thing. Use > MATCHES. Using OPERATOR => 'MATCHES' produces an error: [Wed Nov 30 08:15:28 2011] [error]: RestrictionsToClauses: Invalid operator MATCHES for Subject (STRING) at /usr/share/request-tracker4/lib/RT/Tickets.pm line 3363. (/usr/share/request-tracker4/lib/RT/Tickets.pm:3416) MATCHES in FromSQL does effectively break the entire query, LIKE in FromSQL has the same bahvoir as LimitSubject. Besides, I find it much more error prone to build SQL queries by hand. So I am still where I started. It can't be that hard to do a query the subject for a string on the beginning without patching the Perl SearchBuilder modules itself, can it? Best regards, Torben From bart at pleh.info Wed Nov 30 06:44:23 2011 From: bart at pleh.info (Bart) Date: Wed, 30 Nov 2011 12:44:23 +0100 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: <4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com> Message-ID: Hi, Jay, thanks for your input. I do feel that approaching it with a blank sheet of paper will be the best approach. Though we'll have to use Wikia's abilities/structure, the below is aimed at just that with a slight eye on "structuring from scratch". *--- A rough sketch of the idea ---* * * The idea I have relies allot on the categories within Wikia. A categorie page can contain content, thus e.g. the contributions page could instead be a categorie page with some specific information on what you can expect, maybe some extra links to other stuff, etc. But the difference would be that since it is now a categorie page, that all scripts/contributions that have the categorie set to contributions would be automatically listed on that one page. (alphabetized) With that in mind you can quite easily create "general" categorie pages for all major topics and have any page regarding that topic being linked to that categorie. The front page would then contain a hierarchical structure with links to all the "sections" (a.k.a. categorie pages). And obviously information on what RT is, latest news/updates/etc. Another thing which you can easily add to the front page is an RSS feed of the Bestpractical blog, and maybe add a feed of the RT wiki itself showing the latest updates & newest pages. (should both be doable I think) Other things that might be nice to add are some Wikia features for the community to promote the usage of the RT wiki (achievements and other fun stuff). *--- The structure (concept) ---* Since the above shows what categories and categorie pages can do for you it's important to create a structure (at first on paper) which will make sure that all major topics regarding RT are covered so that any new article can add a categorie appropriate for that specific article. (I assume that the structure will eventually grow naturally) Since this is just a concept I've sort of just looked at the current wiki and tried to gather some basic topics, what I want to achieve with this concept is to get input from others so that we can improve it further: - RT Basics - User Manual - Custom Fields - Articles - REST - RT Tool - RT Cron Tool - RT Installation (rough categories so that people can link install guides to an OS categorie, no more/no less) - Linux - FreeBSD - Other - Manual - RT Config: (a categorie for each major release) - RT 4 - RT 3.8 - RT 3.6 - Plugins: - A categorie page for all plugins! This way you can link scrips/configs/other goodies for a plugin to that specific categorie page. - Scrips: - Basically a summary of all scrips available for RT. - Automation At this point I'm blank on ideas, I'll just leave it at this and see what responses there are. I'm pretty sure this list can be better/structured better, but you have to start somewhere ^_~ *--- Rough plan of action ---* This is a rather rough plan for setting up the structure: - Remove all current categories (double check that the categorie pages don't contain content of any kind). - Add every single page currently in the wiki to a new categorie called "Archive". - This sounds ugly but it's an easy way of keeping track of all the wiki pages that still need better categorization. - Basically a todo list, anything still in there needs to be categorized. - The idea is to do a few articles each day and eventually everything will be nicely categorized. - Create all the categories which have been though of, make sure that theres's at least some basic information on the categorie page. - Modify the home page to, at first, also contain the new categorie structure (keep the old links for now). - Start categorizing anything that's still in under Archive. - And last but not least, at a certain point modify the front page to only contain the new categorie structure. So, those are some ideas. Time for everyone to shoot at them ^_~ -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Nov 30 06:48:13 2011 From: bart at pleh.info (Bart) Date: Wed, 30 Nov 2011 12:48:13 +0100 Subject: [rt-users] random error In-Reply-To: References: Message-ID: Hi, What happens when you manually run one of those commands? (which one is the culprit?) Or does it work as intended when you manually run it? I assume it's the rt-email-dashboards command, but I'd like to be sure. -- Bart Op 30 november 2011 07:15 schreef Thomas Lau het volgende: > Guys, we are having strange random error as following when cronjob run > every hour:**** > > [error]: Caught exception: Vertical size too small at > /opt/rt4/share/html/Search/Chart line 186.**** > > (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)**** > > ** ** > > Cronjob list:**** > > rt-email-dashboards**** > > rt-clean-sessions --older 7D**** > > ** ** > > ** ** > > google didn?t help, anyone could give me some advice please? **** > > ** ** > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Wed Nov 30 06:49:52 2011 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Wed, 30 Nov 2011 19:49:52 +0800 Subject: [rt-users] random error Message-ID: It is a command, rerun on shell give same error, but one hour later I we rerun it, it just fine. ---------- BlackBerry solution provided by www.principleone.com ________________________________ From: pleh.info at gmail.com To: Thomas Lau Cc: rt-users at lists.bestpractical.com Sent: Wed Nov 30 19:48:13 2011 Subject: Re: [rt-users] random error Hi, What happens when you manually run one of those commands? (which one is the culprit?) Or does it work as intended when you manually run it? I assume it's the rt-email-dashboards command, but I'd like to be sure. -- Bart Op 30 november 2011 07:15 schreef Thomas Lau > het volgende: Guys, we are having strange random error as following when cronjob run every hour: [error]: Caught exception: Vertical size too small at /opt/rt4/share/html/Search/Chart line 186. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117) Cronjob list: rt-email-dashboards rt-clean-sessions --older 7D google didn?t help, anyone could give me some advice please? -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? TBA -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Nov 30 06:54:34 2011 From: bart at pleh.info (Bart) Date: Wed, 30 Nov 2011 12:54:34 +0100 Subject: [rt-users] random error In-Reply-To: References: Message-ID: Has it always been giving this error? Or is this something that happend after an update/some other change? -- Bart Op 30 november 2011 12:49 schreef Thomas Lau het volgende: > It is a command, rerun on shell give same error, but one hour later I we > rerun it, it just fine. > > ---------- > BlackBerry solution provided by www.principleone.com > > ------------------------------ > *From*: pleh.info at gmail.com > *To*: Thomas Lau > *Cc*: rt-users at lists.bestpractical.com > *Sent*: Wed Nov 30 19:48:13 2011 > *Subject*: Re: [rt-users] random error > > Hi, > > What happens when you manually run one of those commands? (which one is > the culprit?) Or does it work as intended when you manually run it? > > I assume it's the rt-email-dashboards command, but I'd like to be sure. > > > -- Bart > > > Op 30 november 2011 07:15 schreef Thomas Lau het volgende: > >> Guys, we are having strange random error as following when cronjob run >> every hour:**** >> >> [error]: Caught exception: Vertical size too small at >> /opt/rt4/share/html/Search/Chart line 186.**** >> >> (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)**** >> >> ** ** >> >> Cronjob list:**** >> >> rt-email-dashboards**** >> >> rt-clean-sessions --older 7D**** >> >> ** ** >> >> ** ** >> >> google didn?t help, anyone could give me some advice please? **** >> >> ** ** >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston ? TBA >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Wed Nov 30 06:56:12 2011 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Wed, 30 Nov 2011 19:56:12 +0800 Subject: [rt-users] random error Message-ID: We didn't change anything and sometime it happen, we found out some client name is super long, is there have any length limit for graphing? ---------- BlackBerry solution provided by www.principleone.com ________________________________ From: pleh.info at gmail.com To: Thomas Lau Cc: rt-users at lists.bestpractical.com Sent: Wed Nov 30 19:54:34 2011 Subject: Re: [rt-users] random error Has it always been giving this error? Or is this something that happend after an update/some other change? -- Bart Op 30 november 2011 12:49 schreef Thomas Lau > het volgende: It is a command, rerun on shell give same error, but one hour later I we rerun it, it just fine. ---------- BlackBerry solution provided by www.principleone.com ________________________________ From: pleh.info at gmail.com > To: Thomas Lau Cc: rt-users at lists.bestpractical.com > Sent: Wed Nov 30 19:48:13 2011 Subject: Re: [rt-users] random error Hi, What happens when you manually run one of those commands? (which one is the culprit?) Or does it work as intended when you manually run it? I assume it's the rt-email-dashboards command, but I'd like to be sure. -- Bart Op 30 november 2011 07:15 schreef Thomas Lau > het volgende: Guys, we are having strange random error as following when cronjob run every hour: [error]: Caught exception: Vertical size too small at /opt/rt4/share/html/Search/Chart line 186. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117) Cronjob list: rt-email-dashboards rt-clean-sessions --older 7D google didn?t help, anyone could give me some advice please? -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? TBA -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Wed Nov 30 07:23:45 2011 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 30 Nov 2011 12:23:45 +0000 Subject: [rt-users] Full text search on postrgesql Message-ID: <4ED62022.30007@creval.it> Hi all, we are experimenting the upgrade to 4.x while switching to Postgres due to the easier setup of full text search (we were on mysql previously). The update went smooth and we have RT 4.02 in a testing environment where we migrated our mysql production database. I followed the instructions for enabling full text search in postgres, and left it indexing for about one day (!) our 30K ticket db. Now I am trying to test full text searches, but I am very disappointed by the performance. First of all: our previous Sphinx proprietary implementation (see "IntegrateSphinx" in the wiki) indexed all our db in about 5 minutes. I think the difference is that we were not indexing attachments, while the current setup indexes attachments too... am I right in this assumption? Second: I tried a full text search on our Sphinx implementation and it took 0.18 seconds to find 27 results ranging from mid-2009 to today. The exact same query on RT 4.02 with postgres and FTS enabled timed out after 40 seconds. Even taking attachments into account that seems too much. Third: there is no separate search dialog for FTS. I am using the simple search dialog typing "fulltext:searchedword", is it right? Fourth: I am trying to understand if I should be using any special syntax (I read something about it in postgres specific pages). To understand what RT is really doing I tried enabling the statement log, but I find no trace of my FTS query in it. Is it normal? Thank you in advance. Bye Cris -- Cristiano Guadagnino Servizio Database Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 From seanmcdaid2000 at gmail.com Wed Nov 30 08:14:18 2011 From: seanmcdaid2000 at gmail.com (Sean McDaid) Date: Wed, 30 Nov 2011 13:14:18 +0000 Subject: [rt-users] Customize Quicksearch RT 4.0.4 Message-ID: Hi, I have upgraded to RT 4. I have defined a few different custom statuses in RT_SIteConfig such as: Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'stalled', 'next_rel', 'inv_pend', 'cust_info' ], inactive => [ 'resolved', 'rejected', 'deleted' ], When I log in I see the QuickSearch includes these columns (''next_rel, 'inv_pend', 'cust_info'). The summaries "Active Tickets I own" and "Waiting Tickets I own" group tickets by state (ie. Active or Waiting) regardless of their status. Is there a way to customize the Quicksearch to group by state, ie. 3 columns "Active", "Waiting", "Planning"? Also where can the state of a status be defined, for example "cust_info" should be a Waiting state? Thanks for any help Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Nov 30 08:47:12 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 30 Nov 2011 07:47:12 -0600 Subject: [rt-users] Full text search on postrgesql In-Reply-To: <4ED62022.30007@creval.it> References: <4ED62022.30007@creval.it> Message-ID: <20111130134712.GR27589@staff-mud-56-27.rice.edu> On Wed, Nov 30, 2011 at 12:23:45PM +0000, Guadagnino Cristiano wrote: > Hi all, > we are experimenting the upgrade to 4.x while switching to Postgres due > to the easier setup of full text search (we were on mysql previously). > > The update went smooth and we have RT 4.02 in a testing environment > where we migrated our mysql production database. > > I followed the instructions for enabling full text search in postgres, > and left it indexing for about one day (!) our 30K ticket db. > > Now I am trying to test full text searches, but I am very disappointed > by the performance. > > First of all: our previous Sphinx proprietary implementation (see > "IntegrateSphinx" in the wiki) indexed all our db in about 5 minutes. I > think the difference is that we were not indexing attachments, while the > current setup indexes attachments too... am I right in this assumption? > > Second: I tried a full text search on our Sphinx implementation and it > took 0.18 seconds to find 27 results ranging from mid-2009 to today. The > exact same query on RT 4.02 with postgres and FTS enabled timed out > after 40 seconds. Even taking attachments into account that seems too much. > > Third: there is no separate search dialog for FTS. I am using the simple > search dialog typing "fulltext:searchedword", is it right? > > Fourth: I am trying to understand if I should be using any special > syntax (I read something about it in postgres specific pages). To > understand what RT is really doing I tried enabling the statement log, > but I find no trace of my FTS query in it. Is it normal? > > Thank you in advance. > > Bye > Cris > Hi Chris, It definitely sounds like you do not have fulltext setup correctly or have a missing index or something. For 30k tickets, that search should take very little time. Have the schema changes been made and any needed configuration changes? What type of index are you using for the fulltext search content? GIN or GIST? We are still using the recipe from the wiki but when I checked it looked like that was the basic setup that was used by RT 4.x, we are on 3.8. Regards, Ken From Loic.Mahe at rsi.fr Wed Nov 30 09:09:03 2011 From: Loic.Mahe at rsi.fr (Loic.Mahe at rsi.fr) Date: Wed, 30 Nov 2011 15:09:03 +0100 Subject: [rt-users] Unreadable messages from DRAC (probably UTF-16) Message-ID: Hello, I use RT to track messages coming from various sources (Nagios notifications, mail sent by scripts running on Unix and Window servers, mail sent by humans, etc). I also use it to track messages from Dell Remote Access Card (DRAC) 4 system boards. These boards send messages on warning or critical alerts such as failed disks, failed fans, power losses, etc. The problem is that messages from DRAC boards seem to have UTF-16 encoding. The message body is therefore unreadable, whether in the email received from RT or in RT's GUI. Here is an example (I can send a JPEG snapshot of the problem if needed): you can see the unreadable characters in the message body. Wed Nov 30 11:54:31 2011: Request 21145 was acted upon. Transaction: Ticket created by ROOT at RAC-GZ76F1J.MYDOMAIN Subject: Alert from DRAC 4/I: [IP address here] Status: new Ticket M??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? Some debug in Apache's log : [Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding: UTF-16BE (/usr/local/rt/bin/../lib/RT/I18N.pm:460) [Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding: ascii (/usr/local/rt/bin/../lib/RT/I18N.pm:460) [Wed Nov 30 10:54:31 2011] [debug]: Converting 'UTF-16BE' to 'utf-8' for text/plain - Alert from DRAC 4/I: 10.58.17.34 (/usr/local/rt/bin/../lib/RT/I18N.pm:257) [Wed Nov 30 10:54:31 2011] [debug]: Mail from user #71279 (ROOT at RAC-GZ76F1J.MYDOMAIN) (/usr/local/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:77) [Wed Nov 30 10:54:32 2011] [debug]: Working on mailfield To; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:653) [Wed Nov 30 10:54:32 2011] [debug]: Subject: [CPTALERTE #21145] Alert from DRAC 4/I: [IP address here] From: "ROOT via RT" <[RT'e email]> Reply-To: [RT'e email] In-Reply-To: XXXXXXXXXXXXXXXXXXXXXXX References: XXXXXXXXXXXXXXXXXXXXXXX Message-ID: XXXXXXXXXXXXXXXXXXXXXXX Precedence: bulk X-RT-Loop-Prevention: Request Tracker CPT/RSI RT-Ticket: Request Tracker CPT/RSI #21145 Managed-by: RT 3.8.10 (http://www.bestpractical.com/rt/) RT-Originator: ROOT at RAC-GZ76F1J.MYDOMAIN MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:660) I have tested various settings for @EmailInputEncodings (UTF-16, UTF-16BE, ...), without success. Reading the logs above, it seem that UTF-16 encoding is detected by Encode::Guess, but isn't translated into UTF-8. Thanks in advance for your help. Lo?c Mah? - RSI - France SunOS [hostname] 5.10 Generic_142900-14 sun4u sparc SUNW,Sun-Fire-15000 RT 3.8.10 Perl v5.12.3 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joshua.Greenberg at constellation.com Wed Nov 30 09:12:03 2011 From: Joshua.Greenberg at constellation.com (Greenberg, Joshua L) Date: Wed, 30 Nov 2011 09:12:03 -0500 Subject: [rt-users] Question on apache config Message-ID: <028FF86CA1772B4A83410D3BCFAB117202D03944B644@EXM-OMF-06.Ceg.Corp.Net> Hi, I've installed RT and it's working fine but if I install it on a server running any other web sites, it breaks those web sites. I'd really like to put this on the same box that runs nagios but nagios breaks as soon as I do that. The logs are throwing mason errors when I try to load the nagios page because it is trying to use RT's perl configuration for everything. I'm using the default RT apache config and the default nagios config. Nagios does not use a virtual host. I've never been great with apache configs and I suspect this is something really simple like changing a host name or IP address in the virtual host but I'm not sure. Any thoughts or ideas would be appreciated. Thank you. >>> This e-mail and any attachments are confidential, may contain legal, professional or other privileged information, and are intended solely for the addressee. If you are not the intended recipient, do not use the information in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP2 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Nov 30 09:25:07 2011 From: bart at pleh.info (Bart) Date: Wed, 30 Nov 2011 15:25:07 +0100 Subject: [rt-users] Question on apache config In-Reply-To: <028FF86CA1772B4A83410D3BCFAB117202D03944B644@EXM-OMF-06.Ceg.Corp.Net> References: <028FF86CA1772B4A83410D3BCFAB117202D03944B644@EXM-OMF-06.Ceg.Corp.Net> Message-ID: Do you have RT setup as a separate virtualhost? This is how our config looks a.t.m. for a specific vhost for RT, but it's the only vhost so we have the IP set to *. I assume you have a separate hostname for RT?! ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access RewriteEngine On RewriteCond %{HTTPS} off RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); SSLEngine on SSLCertificateFile /etc/ssl/certs/rt.example.com-cert.pem If you reserve a different hostname for RT then this should work quite well. -- Bart Op 30 november 2011 15:12 schreef Greenberg, Joshua L < Joshua.Greenberg at constellation.com> het volgende: > Hi,**** > > ** ** > > I?ve installed RT and it?s working fine but if I install it on a server > running any other web sites, it breaks those web sites. I?d really like to > put this on the same box that runs nagios but nagios breaks as soon as I do > that. The logs are throwing mason errors when I try to load the nagios > page because it is trying to use RT?s perl configuration for everything. > I?m using the default RT apache config and the default nagios config. > Nagios does not use a virtual host. I?ve never been great with apache > configs and I suspect this is something really simple like changing a host > name or IP address in the virtual host but I?m not sure. Any thoughts or > ideas would be appreciated. Thank you.**** > > >>> This e-mail and any attachments are confidential, may contain legal, > professional or other privileged information, and are intended solely for > the > addressee. If you are not the intended recipient, do not use the > information > in this e-mail in any way, delete this e-mail and notify the sender. > CEG-IP2 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Nov 30 09:35:43 2011 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 30 Nov 2011 15:35:43 +0100 Subject: [rt-users] Misleading message sent by RT::Extension::CommandByMail In-Reply-To: References: Message-ID: <20111130143543.GC25070@pcjas.obspm.fr> Le 21/10/2011 ? 18:18:55-0200, Aline Guedes a ?crit > Hello, > > I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open a > ticket with status "Stalled", I get an email with the following error message: > > "Couldn't create ticket from message with commands, fallback to standard > mailgate. > > Error: New tickets can not have status 'stalled' in this queue." You can change that by putting transitions => { '' => [qw(new open resolved stalled)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, instead transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, in the Set(%Lifecycles in your RT_SiteConfig.pm to allow RT create new ticket with stalled status. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mer 30 nov 2011 15:33:51 CET From drey111 at gmail.com Wed Nov 30 10:05:28 2011 From: drey111 at gmail.com (Joe Harris) Date: Wed, 30 Nov 2011 10:05:28 -0500 Subject: [rt-users] RT4 and articles Message-ID: Thanks to all who have helped with previous posts. This is an awesome group. I recently upgraded from 3.8.7 to 4.0.4 and am very interested in Articles. I, however, have not been able to find any detailed documentation on how to get started with it. Here is what I am trying to do and what I have done: We have a queue called "facilities" where we put in tickets regarding, generators batteries, AC units, general power issues, etc. I want to put together an Article class for Standard Operating Procedures - Facilities called "SOP - Facilities" so we can put in documentation that can be searched in the articles. So far I have: created the class "SOP - Facilities" created a topic "Generators" assigned group rights for "Network Engineering" to "See articles", "Create Articles" and "see that the class exists" applied the class to the "facilities" queue When I try to create a new article via: New Article -> in SOP - Facilities I get a page with Basics, Content, Links and Topics Basics has fields: Name (textbox) Summary (textbox) and shows the class name Content has NO field to enter information (this is my problem/question) Links has fields: refers to (textbox) referred by (textbox) Topics has a listbox with all the topics for the specified class which in my case is only: Generators Does anyone know why the content box does not show up? Also, are there any steps I missed in setting up the class/topics? My user has all the related accesses granted in User Rights relating to articles (as well as anything and everything as administrator). Thanks in advance. From trs at bestpractical.com Wed Nov 30 10:55:40 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Nov 2011 10:55:40 -0500 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: <4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com> Message-ID: <4ED651FC.3010905@bestpractical.com> On 11/30/2011 06:44 AM, Bart wrote: > * Add every single page currently in the wiki to a new categorie > called "Archive". > o This sounds ugly but it's an easy way of keeping track of all > the wiki pages that still need better categorization. > o Basically a todo list, anything still in there needs to be > categorized. > o The idea is to do a few articles each day and eventually > everything will be nicely categorized. There's no need for this type of category since Wikia gives us the page: http://requesttracker.wikia.com/wiki/Special:UncategorizedPages You can find a list of special pages here: http://requesttracker.wikia.com/wiki/Special:SpecialPages Thomas From trs at bestpractical.com Wed Nov 30 11:00:26 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Nov 2011 11:00:26 -0500 Subject: [rt-users] create tickets via email In-Reply-To: <479a4acc-9bc5-49be-a3cd-555418bb008c@li289-212> References: <479a4acc-9bc5-49be-a3cd-555418bb008c@li289-212> Message-ID: <4ED6531A.80707@bestpractical.com> On 11/29/2011 08:09 PM, Tim Dunphy wrote: > hello list, > > > I have built my company's RT server to the point where users can > authenticate via LDAP as well as a postfix mail server on the RT host > that you can use to send email to accounts intended for use with RT. > This postfix server also has pop3 and IMAP functionality. > > However, I tried following the 'getmail' (not the fetchmail) portion > of this tutorial: > > http://requesttracker.wikia.com/wiki/Fetchmail If you have postfix installed on the RT server, use the normal aliases mechanism to pipe mail to rt-mailgate (as described in the README). It's overly complex and brittle to use getmail to read from a local POP/IMAP server on the same machine. > No permission to create tickets in the queue RT should be spitting out a more verbose message than that, go look for it. It probably also sends mail to the configured RT administrator address. You need to properly setup rights to let the sender create tickets. Thomas From trs at bestpractical.com Wed Nov 30 11:01:27 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Nov 2011 11:01:27 -0500 Subject: [rt-users] create tickets via email In-Reply-To: References: Message-ID: <4ED65357.6030307@bestpractical.com> On 11/29/2011 08:30 PM, Tim Dunphy wrote: > Couldn't compile CustomPrepareCode codeblock '===Create-Ticket: ... You put a CreateTickets template in the "Custom prepare" textbox of your scrip instead of in a new template. Thomas From trs at bestpractical.com Wed Nov 30 11:02:24 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Nov 2011 11:02:24 -0500 Subject: [rt-users] RT4 and articles In-Reply-To: References: Message-ID: <4ED65390.7070500@bestpractical.com> On 11/30/2011 10:05 AM, Joe Harris wrote: > Thanks to all who have helped with previous posts. This is an awesome group. > > I recently upgraded from 3.8.7 to 4.0.4 and am very interested in > Articles. I, however, have not been able to find any detailed > documentation on how to get started with it. You want to read `perldoc /opt/rt4/docs/customizing/articles_introduction.pod` Thomas From aline.guedes at gmail.com Wed Nov 30 11:07:47 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Wed, 30 Nov 2011 14:07:47 -0200 Subject: [rt-users] Misleading message sent by RT::Extension::CommandByMail In-Reply-To: <20111130143543.GC25070@pcjas.obspm.fr> References: <20111130143543.GC25070@pcjas.obspm.fr> Message-ID: Thanks for your suggestion Albert. I decided to create a patch and change the message in my RT instance though :) Best regards, Aline On Wed, Nov 30, 2011 at 12:35 PM, Albert Shih wrote: > Le 21/10/2011 ? 18:18:55-0200, Aline Guedes a ?crit > > Hello, > > > > I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open > a > > ticket with status "Stalled", I get an email with the following error > message: > > > > "Couldn't create ticket from message with commands, fallback to standard > > mailgate. > > > > Error: New tickets can not have status 'stalled' in this queue." > > You can change that by putting > > transitions => { > '' => [qw(new open resolved stalled)], > > # from => [ to list ], > new => [qw(open stalled resolved rejected deleted)], > open => [qw(new stalled resolved rejected deleted)], > stalled => [qw(new open rejected resolved deleted)], > resolved => [qw(new open stalled rejected deleted)], > rejected => [qw(new open stalled resolved deleted)], > deleted => [qw(new open stalled rejected resolved)], > }, > > instead > > transitions => { > '' => [qw(new open resolved)], > > # from => [ to list ], > new => [qw(open stalled resolved rejected deleted)], > open => [qw(new stalled resolved rejected deleted)], > stalled => [qw(new open rejected resolved deleted)], > resolved => [qw(new open stalled rejected deleted)], > rejected => [qw(new open stalled resolved deleted)], > deleted => [qw(new open stalled rejected resolved)], > }, > > > in the > > Set(%Lifecycles > > in your > > RT_SiteConfig.pm > > to allow RT create new ticket with stalled status. > > Regards. > > JAS > > -- > Albert SHIH > DIO batiment 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > Heure local/Local time: > mer 30 nov 2011 15:33:51 CET > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Nov 30 12:48:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 30 Nov 2011 21:48:38 +0400 Subject: [rt-users] The RT Wiki - Restructure (start using categories?) In-Reply-To: References: <4158024.736.1322577674922.JavaMail.root@benjamin.baylink.com> Message-ID: Hi, Idea is good. Here are some ideas about categorizing and where people with MediaWiki experience can help kickstart content improvements. I think good and easy point to start is to organize installation guides. There are lot of pages that are sort of user profiles. They should get particular category, for example OldStyleUserProfile. Some of them are linked from http://requesttracker.wikia.com/wiki/RTUsers. May be we can replace this page with generated page that links to wikia's user profiles. User Manual is a special beast. It should be continuous reading and at the same time splitted into smaller topics. I believe MediaWiki has some tools to include content of pages into other pages. Every config option and right should get a page matching its name, however they should get included into other blocks. For example WebDomain, WebPath, WebPort and couple of options should be described as one thing. For example OwnTicket and ownership related rights should be described as one thing. I don't know media wiki best practices to organize such thing. FAQ may win from better structure. At this moment it's not very managable. There are more, but enough for today. I think that if you find a good solution for some particular problem and describe how it should be done then people would help you clean cages and normalize content. Just split things into smaller steps. On Wed, Nov 30, 2011 at 3:44 PM, Bart wrote: > Hi, > > Jay, thanks for your input. I do feel that approaching it with a blank sheet > of paper will be the best approach. > > Though we'll have to use Wikia's abilities/structure, the below is aimed at > just that with a slight eye on "structuring from scratch". > > --- A rough sketch?of the idea --- > > The idea I have relies allot on the categories within Wikia. > > A categorie page can contain content, thus e.g. the contributions page could > instead be a categorie page with some specific information on what you can > expect, maybe some extra links to other stuff, etc. But the difference would > be that since it is now a categorie page, that all scripts/contributions > that have the categorie set to contributions would be automatically listed > on that one page. (alphabetized) > > With that in mind you can quite?easily?create "general" categorie pages for > all major topics and have any page regarding that topic being linked to that > categorie. > > The front page would then contain a hierarchical structure with links to all > the "sections" (a.k.a. categorie pages). And obviously information on what > RT is, latest news/updates/etc. Another thing which you can?easily?add to > the front page is an RSS feed of the Bestpractical blog, and maybe add a > feed of the RT wiki itself showing the latest updates & newest pages. > (should both be doable I think) > > Other things that might be nice to add are some Wikia features for the > community to promote the usage of the RT wiki (achievements and other fun > stuff). > > --- The structure (concept) --- > > Since the above shows what categories and categorie pages can do for you > it's important to create a structure (at first on paper) which will make > sure that all major topics regarding RT are covered so that any new article > can add a categorie appropriate for that specific article. (I assume that > the structure will eventually grow naturally) > > Since this is just a concept I've sort of just looked at the current wiki > and tried to gather some basic topics, what I want to achieve with this > concept is to get input from others so that we can improve it further: > > RT Basics > > User Manual > Custom Fields > Articles > REST > RT Tool > RT Cron Tool > > RT Installation (rough categories so that people can link install guides to > an OS categorie, no more/no less) > > Linux > FreeBSD > Other > Manual > > RT Config: (a categorie for each major release) > > RT 4 > RT 3.8 > RT 3.6 > > Plugins: > > A categorie page for all plugins! This way you can link scrips/configs/other > goodies for a plugin to that specific categorie page. > > Scrips: > > Basically a summary of all scrips available for RT. > > Automation > > At this point I'm blank on ideas, I'll just leave it at this and see what > responses there are. I'm pretty sure this list can be better/structured > better, but you have to start somewhere ^_~ > > --- Rough plan of action --- > > This is a rather rough plan for setting up the structure: > > Remove all current categories (double check that the categorie pages don't > contain content of any kind). > Add every single page currently in the wiki to a new categorie called > "Archive". > > This sounds ugly but it's an easy way of keeping track of all the wiki pages > that still need better categorization. > Basically a todo list, anything still in there needs to be categorized. > The idea is to do a few articles each day and eventually everything will be > nicely categorized. > > Create all the categories which have been though of, make sure that theres's > at least some basic information on the categorie page. > Modify the home page to, at first, also contain the new categorie structure > (keep the old links for now). > Start categorizing anything that's still in under Archive. > And last but not least, at a certain point modify the front page to only > contain the new categorie structure. > > So, those are some ideas. > > Time for everyone to shoot at them ^_~ > > -- Bart > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? TBA -- Best regards, Ruslan. From mike.johnson at nosm.ca Wed Nov 30 15:49:40 2011 From: mike.johnson at nosm.ca (Mike Johnson) Date: Wed, 30 Nov 2011 15:49:40 -0500 Subject: [rt-users] What right gives Configuration in the left hand menu Message-ID: Hi folks, I'm having some difficulties figuring out why my users can't get to the "Configuration" menu in RT. I've attempted to google/search the rt-users list, but am having a difficult time getting what I want. I'm trying to allow a group of users to have access to configure their queue specific custom fields. I am probably going about this wrong... and need some direction... Let's say I have a queue called "Support", I create a group called "Support Users" and use that to assign the rights to be able to update tickets, own tickets, etc etc for that queue. I create a group called "Support Super Users" and this group I want to have the ability to edit the queue's templates, scrips, custom fields etc. I thought you would just go into the configuration tab, select the queue, and give the "Support Super Users" group access to things like Modify Custom Field, Modify Scrips Modify Template, etc. This doesn't add the "configuration" menu item on the user's interface... How does that happen? Are they supposed to go through something else to modify the custom field attributes of a queue? Or the scrips of a queue? etc? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Nov 30 16:43:23 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Nov 2011 16:43:23 -0500 Subject: [rt-users] What right gives Configuration in the left hand menu In-Reply-To: References: Message-ID: <4ED6A37B.9070601@bestpractical.com> They also need ShowConfigTab. Thomas From lab at pacbell.net Wed Nov 30 16:47:35 2011 From: lab at pacbell.net (20/20 Lab) Date: Wed, 30 Nov 2011 13:47:35 -0800 Subject: [rt-users] Question on apache config In-Reply-To: References: <028FF86CA1772B4A83410D3BCFAB117202D03944B644@EXM-OMF-06.Ceg.Corp.Net> Message-ID: <4ED6A477.9010106@pacbell.net> I managed to get this to work without a separate virtual host for each. We have nagios, rt, the nagios rt interface for when something irksome comes up when the office is closed, and an intra-office website. Works really well, tho we have a smaller setup. This way its just domain/ for the web doman/rt and domain/nagios. Hope this helps. Tho a simple virtual host for a nagios.domain.tld would work just as well. -Matt ----------------conf---------------- ServerName server.place.tld ServerAdmin lab at pacbell.net ErrorLog /var/log/apache2.error TransferLog /var/log/apache2.access LogLevel debug DocumentRoot /var/www Order allow,deny Allow from all Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); Options ExecCGI AllowOverride None Order allow,deny Allow from all AuthName "Nagios Access" AuthType Basic AuthUserFile /place/to/look Require valid-user Alias /nagios "/usr/local/nagios/share" Options None AllowOverride None Order allow,deny Allow from all AuthName "Nagios Access" AuthType Basic AuthUserFile /place/to/look Require valid-user ----------------eof---------------- On 11/30/2011 6:25 AM, Bart wrote: > Do you have RT setup as a separate virtualhost? > > This is how our config looks a.t.m. for a specific vhost for RT, but > it's the only vhost so we have the IP set to *. I assume you have a > separate hostname for RT?! > > > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > > RewriteEngine On > RewriteCond %{HTTPS} off > RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} > > > > > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > SSLEngine on > SSLCertificateFile /etc/ssl/certs/rt.example.com-cert.pem > > > If you reserve a different hostname for RT then this should work quite > well. > > > -- Bart > > > Op 30 november 2011 15:12 schreef Greenberg, Joshua L > > het volgende: > > Hi, > > I've installed RT and it's working fine but if I install it on a > server running any other web sites, it breaks those web sites. I'd > really like to put this on the same box that runs nagios but > nagios breaks as soon as I do that. The logs are throwing mason > errors when I try to load the nagios page because it is trying to > use RT's perl configuration for everything. I'm using the default > RT apache config and the default nagios config. Nagios does not > use a virtual host. I've never been great with apache configs and > I suspect this is something really simple like changing a host > name or IP address in the virtual host but I'm not sure. Any > thoughts or ideas would be appreciated. Thank you. > > >>> This e-mail and any attachments are confidential, may contain > legal, > professional or other privileged information, and are intended > solely for the > addressee. If you are not the intended recipient, do not use the > information > in this e-mail in any way, delete this e-mail and notify the > sender. CEG-IP2 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston --- TBA > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston --- TBA -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chad.Osmond at compfitness.com Wed Nov 30 10:06:52 2011 From: Chad.Osmond at compfitness.com (Chad Osmond) Date: Wed, 30 Nov 2011 10:06:52 -0500 Subject: [rt-users] VBA Macro to Create a ticket via REST from Outlook Message-ID: Hi, Does anyone have any working samples of code that create tickets from Outlook mails via REST? We receive mail to our personal accounts that needs to converted into tickets, we can either drag into a folder that is polled by fetchmail and passed to RT or copy and paste the ticket info. I'd like to just be able to click a button and have it work. I used a few examples and setup a VBA macro to URLEncode the data and pass it to a perl script, which called the use RT; and new RT::Ticket method, but It was intermittently failing due to a MIME issue.. You would then select one or more message and click a macro button, which would post the mail data to the perl script, which created the ticket, but something was off and I'm not proficient in perl enough to debug it inside the MIME module. Thanks, Chad Osmond chad.osmond at compfitness.com Technical Support Compfitness - Keeping your Computer Systems in Shape! 905-443-3171 work - 905-447-6485 mobile -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Nov 30 19:50:01 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Nov 2011 19:50:01 -0500 Subject: [rt-users] VBA Macro to Create a ticket via REST from Outlook In-Reply-To: References: Message-ID: <4ED6CF39.2040806@bestpractical.com> On 11/30/2011 10:06 AM, Chad Osmond wrote: > Does anyone have any working samples of code that create tickets from > Outlook mails via REST? Is there a reason you can't use the bounce/redirect feature that Outlook probably has (like other clients) to direct mail into RT? Thomas