From athompso at athompso.net Sat Oct 1 16:51:44 2011 From: athompso at athompso.net (Adam Thompson) Date: Sat, 1 Oct 2011 15:51:44 -0500 Subject: [rt-users] Outlook and Dashboard subscriptions In-Reply-To: <23037DC22CE8C3428E7636883099F1AAAB82411EFD@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AAAB82411DE2@JXVXMP01.wwcorp.net> <20110929180446.GH40151@jibsheet.com> <23037DC22CE8C3428E7636883099F1AAAB82411EFD@JXVXMP01.wwcorp.net> Message-ID: <007301cc807b$edec2270$c9c46750$@athompso.net> > I am using 2007, and some people here have 2010. I read about the > option that pops up for 2010, but that does not really help the > people using 2007. I only saw the one post for this issue back in > March and they did not seem to have come up with a solution. Basically, Outlook 2007 uses the Microsoft Word HTML rendering engine, not the Internet Explorer rendering engine. There are entire websites devoted to this topic, I won't go into detail here except to point out that: Global CSS doesn't work. You must use embedded CSS tags, and even then, CSS is very poorly supported. The bottom line here is: good luck. For further reading: http://www.campaignmonitor.com/blog/post/2393/microsoft-takes-email-design-b/ http://msdn.microsoft.com/en-us/library/aa338201(v=office.12).aspx http://www.fixoutlook.org/ -Adam Thompson athompso at athompso.net From athompso at athompso.net Sat Oct 1 17:05:24 2011 From: athompso at athompso.net (Adam Thompson) Date: Sat, 1 Oct 2011 16:05:24 -0500 Subject: [rt-users] Ubuntu pkgs: passwd problem in rt-setup-fulltext-index Message-ID: <007501cc807d$d6b73520$84259f60$@athompso.net> Using Ubuntu 11.10 beta, installed the request-tracker4 packages (Thank you, Dominic!). Apparently a whole bunch of magic happens behind the scenes during database setup thanks to Debian's dbconfig-common, which I utterly fail to understand at this time. After everything gets automagically configured, I wanted to add fulltext searching support to the database, and ran rt-setup-fulltext-index. It detects I'm running postgres, asks me what table and which index type I want, and then promptly fails with this: [Sat Oct 1 20:57:43 2011] [crit]: DBI connect('dbname=rtdb;host=localhost','postgres',...) failed: fe_sendauth: no password supplied at /usr/sbin/rt-setup-fulltext-index line 600 (/usr/share/request-tracker4/lib/RT.pm:350) DBI connect('dbname=rtdb;host=localhost','postgres',...) failed: fe_sendauth: no password supplied at /usr/sbin/rt-setup-fulltext-index line 600 Given that Postgres-9.1 in Ubuntu uses "peer" as the local authtype, no password exists to supply in the first place. If I su(1) to "postgres" first, I can't run the tool because the postgres user can't read the various RT config files. Ultimately, this probably won't matter because I intend to migrate a production database from an old server onto this server eventually, and it already has the fulltext searching bits in its schema. However, in the meantime, what am I missing here? How can I use this tool instead of manually adding the necessary schema bits? Suggestion: for dbconfig-based scripts, upon detecting postgres, automatically set up fulltext searching? -Adam Thompson athompso at athompso.net From athompso at athompso.net Sat Oct 1 17:12:01 2011 From: athompso at athompso.net (Adam Thompson) Date: Sat, 1 Oct 2011 16:12:01 -0500 Subject: [rt-users] Ubuntu pkgs: passwd problem in rt-setup-fulltext-index In-Reply-To: <007501cc807d$d6b73520$84259f60$@athompso.net> References: <007501cc807d$d6b73520$84259f60$@athompso.net> Message-ID: <01c101cc807e$c2eb0ac0$48c12040$@athompso.net> > Using Ubuntu 11.10 beta, installed the request-tracker4 packages > (Thank you, Dominic!). > Apparently a whole bunch of magic happens behind the scenes during > database setup thanks to Debian's dbconfig-common, which I utterly > fail to understand at this time. > > After everything gets automagically configured, I wanted to add > fulltext searching support to the database, and ran rt-setup- > fulltext-index. It detects I'm running postgres, asks me what > table and which index type I want, and then promptly fails with > this: > > [Sat Oct 1 20:57:43 2011] [crit]: DBI > connect('dbname=rtdb;host=localhost','postgres',...) failed: > fe_sendauth: > no password supplied at /usr/sbin/rt-setup-fulltext-index line 600 > (/usr/share/request-tracker4/lib/RT.pm:350) > DBI connect('dbname=rtdb;host=localhost','postgres',...) > failed: > fe_sendauth: no password supplied at /usr/sbin/rt-setup-fulltext- > index line 600 > [...] Of course, I figured it out about 30 seconds after hitting 'send'. The "rtuser" postgresql user has sufficient rights to alter the schema on 'rtdb'. Therefore, /usr/sbin/rt-setup-fulltext-index can be run with "--dba rtuser" and "--dba-password XXXX" options, where the password is whatever you either A) selected during the initial debconf run, or b) whatever's now contained in /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common. -Adam Thompson athompso at athompso.net From gregor.binder at gmx.net Sun Oct 2 14:11:40 2011 From: gregor.binder at gmx.net (Gregor Binder) Date: Sun, 02 Oct 2011 20:11:40 +0200 (CEST) Subject: [rt-users] outgoing mail sender apache@server.internaldomain In-Reply-To: Message-ID: <6532e021-335d-4967-b239-73f911afabc5@beauty.mydomain> hi, when rt send mails out i found in the mail the informations that the mail i send in behalf of apache. then i configured rt to write the mail to testfile and there i found the following: === test 1 Sun Oct 2 17:18:18 2011 from: apache at rt2.mydomain ... Sender: Apache ... is it possible to rewrite the informations and take the correct informations from the "from" field? the reply to and other informations are right. regards gregor From gino.lisignoli at opus.co.nz Sun Oct 2 17:29:39 2011 From: gino.lisignoli at opus.co.nz (Gino Lisignoli) Date: Mon, 03 Oct 2011 10:29:39 +1300 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem Message-ID: <4E88D7C3.2020704@opus.co.nz> Hello I'm having login problems with my upgrade from 3.8.1 to 4.0.2. I have followed the installation instructions, gotten all the cpan packages, configured and built 4.0.2 successfully. Then I have run the upgrade, /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Cleared the mason cache dir etc/upgrade/vulnerable-passwords But no existing users can login. If I can manually reset the passwords in the pgsql database then I'm not too worried about loosing the passwords, but what encoding method do I need to use to reset them with. Could this be an ldap problem? I tried looking through the logs but none are being generated in /opt/rt4/var/log -- Gino Lisignoli System Administrator Opus International Consultants Ltd Gino.Lisignoli at opus.co.nz Tel +64 4 471 7209, Mobile +64 21 982 112 Ext 8209 http://www.opus.co.nz Level 9 Majestic Centre, 100 Willis Street, PO Box 12343, Wellington, New Zealand From xt4mhz at yahoo.com Sun Oct 2 19:28:21 2011 From: xt4mhz at yahoo.com (=?utf-8?B?Sm9zw6kgR3JlZ29yaW8gRMOtYXogVW5kYQ==?=) Date: Sun, 2 Oct 2011 23:28:21 +0000 Subject: [rt-users] (no subject) Message-ID: <538769506-1317598103-cardhu_decombobulator_blackberry.rim.net-2039145477-@b16.c29.bise6.blackberry> password Enviado desde mi dispositivo movil BlackBerry? de Digitel. From xt4mhz at yahoo.com Sun Oct 2 19:28:51 2011 From: xt4mhz at yahoo.com (=?utf-8?B?Sm9zw6kgR3JlZ29yaW8gRMOtYXogVW5kYQ==?=) Date: Sun, 2 Oct 2011 23:28:51 +0000 Subject: [rt-users] (no subject) Message-ID: <538769506-1317598134-cardhu_decombobulator_blackberry.rim.net-1962590918-@b16.c29.bise6.blackberry> password Enviado desde mi dispositivo movil BlackBerry? de Digitel. From alex at itworx.co.ke Mon Oct 3 02:16:33 2011 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Mon, 03 Oct 2011 09:16:33 +0300 (EAT) Subject: [rt-users] show ticket history the other way round? In-Reply-To: Message-ID: Hello, Is it possible to configure RT to show ticket history to show the most recent reply on a ticket at the top of the history instead of the bottom? The scrolling is getting crazy.... Many thanks, Alex -- Alex Rhys-Hur n | ITworX Limited P.O. Box 1649, 00502, Karen, Kenya Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 Web: www.itworx.co.ke This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From justin.hayes at openbet.com Mon Oct 3 03:13:52 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Mon, 3 Oct 2011 08:13:52 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <20110930151322.GL40151@jibsheet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> Message-ID: Sorry have been on leave.... I've had debug logging enabled and turned on recording of outgoing mail so will see if anything shows up. Thanks, Justin ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 On 30 Sep 2011, at 16:13, Kevin Falcone wrote: > On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: >> RT 3.6.8 >> >> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. >> >> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. >> >> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. >> >> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? > > And what do your debug logs say happens on correspondence? > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From naresh at hewittandmay.com Mon Oct 3 03:38:03 2011 From: naresh at hewittandmay.com (naresh at hewittandmay.com) Date: Mon, 3 Oct 2011 07:38:03 +0000 Subject: [rt-users] show ticket history the other way round? In-Reply-To: References: Message-ID: <76748329-1317627479-cardhu_decombobulator_blackberry.rim.net-1154003627-@b16.c2.bise7.blackberry> Alex Its a simple fix. We have done this and works well. Search rt wiki guides as that's what we did before posting. Its definiately out there. Kind regards Naresh ------------------ -----Original Message----- From: Alex Rhys-Hurn Sender: rt-users-bounces at lists.bestpractical.com Date: Mon, 03 Oct 2011 09:16:33 To: Subject: [rt-users] show ticket history the other way round? -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA ? October 18 & 19, 2011 * Washington DC, USA ? October 31 & November 1, 2011 * Melbourne VIC, Australia ? November 28 & 29, 2011 * Barcelona, Spain ? November 28 & 29, 2011 From ruz at bestpractical.com Mon Oct 3 05:21:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 3 Oct 2011 11:21:10 +0200 Subject: [rt-users] show ticket history the other way round? In-Reply-To: References: Message-ID: On Mon, Oct 3, 2011 at 8:16 AM, Alex Rhys-Hurn wrote: > > Hello, > > Is it possible to configure RT to show ticket history to show the most recent reply on a ticket at the top of the history instead of the bottom? > > The scrolling is getting crazy.... OldestTransactionsFirst option in config in 3.8+. As well, it's a user preference. -- Best regards, Ruslan. From me at payam124.com Mon Oct 3 05:32:23 2011 From: me at payam124.com (Payam Poursaied) Date: Mon, 3 Oct 2011 13:02:23 +0330 Subject: [rt-users] find all granted access to specific user Message-ID: <1a9001cc81af$5b7ab4d0$12701e70$@com> Hi I'm looking after a way to get all granted access to specific user. In other word I want to find out, which right has been granted explicitly (i.e. not to the groups which the user is its member). I haven't find anything through the web GUI, but anything in SQL level would be also appreciated. I tried to learn more about ACL, Principals and Users but I could not find any relevant info. Best Regards Payam Poursaied -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Oct 3 05:37:48 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 3 Oct 2011 11:37:48 +0200 Subject: [rt-users] outgoing mail sender apache@server.internaldomain In-Reply-To: <6532e021-335d-4967-b239-73f911afabc5@beauty.mydomain> References: <6532e021-335d-4967-b239-73f911afabc5@beauty.mydomain> Message-ID: On Sun, Oct 2, 2011 at 8:11 PM, Gregor Binder wrote: > hi, > > when rt send mails out i found in the mail the informations that the mail i send in behalf of apache. then i configured rt to write the mail to testfile and there i found the following: > === > test 1 Sun Oct ?2 17:18:18 2011 > from: apache at rt2.mydomain > ... > Sender: Apache > ... > > is it possible to rewrite the informations and take the correct informations from the "from" field? the reply to and other informations are right. Configure default comment and correspond addresses in RT config. However, I believe it's your MTA doesn't trust apache and rewrites addresses. > > regards > gregor > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Oct 3 06:15:17 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 3 Oct 2011 12:15:17 +0200 Subject: [rt-users] find all granted access to specific user In-Reply-To: <1a9001cc81af$5b7ab4d0$12701e70$@com> References: <1a9001cc81af$5b7ab4d0$12701e70$@com> Message-ID: On Mon, Oct 3, 2011 at 11:32 AM, Payam Poursaied wrote: > Hi > > I?m looking after a way to get all granted access to specific user. In other > word I want to find out, which right has been granted explicitly (i.e. not > to the groups which the user is its member). > > > > I haven?t find anything through the web GUI, but anything in SQL level would > be also appreciated. > > I tried to learn more about ACL, Principals and Users but I could not find > any relevant info. SELECT u.Name, acl.RightName, acl.ObjectType, acl.ObjectId FROM ACL acl JOIN Groups g ON g.id = acl.PrincipalId AND g.Domain = 'ACLEquivalence' AND g.Type = 'UserEquiv' JOIN Users u ON g.Instance = u.id; +-----------+-----------+------------+----------+ | Name | RightName | ObjectType | ObjectId | +-----------+-----------+------------+----------+ | RT_System | SuperUser | RT::System | 1 | | Nobody | OwnTicket | RT::System | 1 | | root | SuperUser | RT::System | 1 | +-----------+-----------+------------+----------+ > Best Regards > > Payam Poursaied > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From justin.hayes at openbet.com Mon Oct 3 07:13:03 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Mon, 3 Oct 2011 12:13:03 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <20110930151322.GL40151@jibsheet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> Message-ID: <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch. For a ticket in this queue I see the following line of logging: [Mon Oct 3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s) (/opt/rt_support.openbet .com/bin/../lib/RT/Scrips_Overlay.pm:370) But then nothing after that..... Justin ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 On 30 Sep 2011, at 16:13, Kevin Falcone wrote: > On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: >> RT 3.6.8 >> >> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. >> >> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. >> >> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. >> >> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? > > And what do your debug logs say happens on correspondence? > > -kevin > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From justin.hayes at openbet.com Mon Oct 3 07:20:36 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Mon, 3 Oct 2011 12:20:36 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> Message-ID: The Scrip in question is definitely working on other queues: [Mon Oct 3 08:47:39 2011] [debug]: Committing scrip #24 on txn #2130835 of ticket #68440 (/opt/rt_support.openbet.com/bin/../lib/RT/Scrips_Overlay.pm:190) [Mon Oct 3 08:47:39 2011] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f3d85ebed08), id 2130835 (/opt/rt_support.openbet.com/bin/../local/lib/RT/Action/SendEmail.pm:640) ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 On 3 Oct 2011, at 12:13, Justin Hayes wrote: > It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch. > > For a ticket in this queue I see the following line of logging: > > [Mon Oct 3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s) (/opt/rt_support.openbet > .com/bin/../lib/RT/Scrips_Overlay.pm:370) > > But then nothing after that..... > > Justin > > ------------------------------------------------- > Justin Hayes > OpenBet Head of Support > justin.hayes at openbet.com > +44 (0)20 8987 0715 > +44 (0)7808 772 059 > > On 30 Sep 2011, at 16:13, Kevin Falcone wrote: > >> On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: >>> RT 3.6.8 >>> >>> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. >>> >>> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. >>> >>> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. >>> >>> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? >> >> And what do your debug logs say happens on correspondence? >> >> -kevin >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From bart at pleh.info Mon Oct 3 08:49:57 2011 From: bart at pleh.info (Bart) Date: Mon, 3 Oct 2011 14:49:57 +0200 Subject: [rt-users] Show customfields in search results Message-ID: Hi, Is there a way to also show Custom Fields in your search results as columns? I'm running RT 4.0.2 and currently it only shows the RT system fields as an option for a column. -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Oct 3 09:04:16 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 3 Oct 2011 15:04:16 +0200 Subject: [rt-users] Show customfields in search results In-Reply-To: References: Message-ID: I believe FAQ covers it. Fields applied globally listed all the time. Fields applied to particular queues listed after adding queue condition into query. As well you can use advanced tab and edit format string. Regards, Ruslan. From phone. 03.10.2011 14:50 ???????????? "Bart" ???????: > Hi, > > Is there a way to also show Custom Fields in your search results as columns? > > I'm running RT 4.0.2 and currently it only shows the RT system fields as an > option for a column. > > > -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Mon Oct 3 09:31:38 2011 From: bart at pleh.info (Bart) Date: Mon, 3 Oct 2011 15:31:38 +0200 Subject: [rt-users] Show customfields in search results In-Reply-To: References: Message-ID: Hi Ruslan, Thanks for the reply, that explained a little but not all when it comes to my problem. . . But it did point me in the right direction, under the root user I was able to do this but under a normal mortal user it wasn't possible. It ended up being an issue with rights on the custom fields, I needed to separately add the view rights to the custom field for the privileged users. I'm now able to use them in my search fields :) Thanks for the push in the right direction. -- Bart 2011/10/3 Ruslan Zakirov > I believe FAQ covers it. Fields applied globally listed all the time. > Fields applied to particular queues listed after adding queue condition into > query. As well you can use advanced tab and edit format string. > > Regards, Ruslan. From phone. > 03.10.2011 14:50 ???????????? "Bart" ???????: > > > Hi, > > > > Is there a way to also show Custom Fields in your search results as > columns? > > > > I'm running RT 4.0.2 and currently it only shows the RT system fields as > an > > option for a column. > > > > > > -- Bart > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 3 10:00:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:00:53 -0400 Subject: [rt-users] outgoing mail sender apache@server.internaldomain In-Reply-To: References: <6532e021-335d-4967-b239-73f911afabc5@beauty.mydomain> Message-ID: <20111003140053.GN40151@jibsheet.com> On Mon, Oct 03, 2011 at 11:37:48AM +0200, Ruslan Zakirov wrote: > On Sun, Oct 2, 2011 at 8:11 PM, Gregor Binder wrote: > > hi, > > > > when rt send mails out i found in the mail the informations that the mail i send in behalf of apache. then i configured rt to write the mail to testfile and there i found the following: > > === > > test 1 Sun Oct ?2 17:18:18 2011 > > from: apache at rt2.mydomain > > ... > > Sender: Apache > > ... > > > > is it possible to rewrite the informations and take the correct informations from the "from" field? the reply to and other informations are right. > > Configure default comment and correspond addresses in RT config. > However, I believe it's your MTA doesn't trust apache and rewrites > addresses. As Ruz says, configure your MTA to trust the apache user, or if you can't do that, use the various outgoing mail from config vars. -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 Oct 3 10:02:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:02:21 -0400 Subject: [rt-users] Show customfields in search results In-Reply-To: References: Message-ID: <20111003140221.GO40151@jibsheet.com> On Mon, Oct 03, 2011 at 02:49:57PM +0200, Bart wrote: > Is there a way to also show Custom Fields in your search results as columns? > I'm running RT 4.0.2 and currently it only shows the RT system fields as an option for a > column. Select a Queue and then the CFs applied to that Queue will show up as options in the Format. -------------- 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 Oct 3 10:03:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:03:30 -0400 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> Message-ID: <20111003140330.GP40151@jibsheet.com> On Mon, Oct 03, 2011 at 12:13:03PM +0100, Justin Hayes wrote: > It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch. > > For a ticket in this queue I see the following line of logging: > > [Mon Oct 3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s) (/opt/rt_support.openbet > .com/bin/../lib/RT/Scrips_Overlay.pm:370) > > But then nothing after that..... At the least, it should tell you that those 2 weren't applicable in the logs. Check also that your Template for the Notify Owner scrip is valid in the queue where the scrip isn't working. -kevin > On 30 Sep 2011, at 16:13, Kevin Falcone wrote: > > > On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: > >> RT 3.6.8 > >> > >> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. > >> > >> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. > >> > >> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. > >> > >> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? > > > > And what do your debug logs say happens on correspondence? > > > > -kevin > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > * Washington DC, USA ? October 31 & November 1, 2011 > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > * Barcelona, Spain ? November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * 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 Oct 3 10:05:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:05:52 -0400 Subject: [rt-users] Mobile UI differences versus full web interface In-Reply-To: <4E78D9B7.8050704@rice.edu> References: <4E78D9B7.8050704@rice.edu> Message-ID: <20111003140552.GQ40151@jibsheet.com> On Tue, Sep 20, 2011 at 01:21:43PM -0500, Susan McClure wrote: > (RT 3.8.5 with Apache SSL) > > 1) The Mobile Quicksearch box will not find any resolved tickets. > > Our full web interface will return resolved tickets in the Quick Search > box (we don't have any modifications to share/html/Elements/Quicksearch > ==> local/html/Elements/Quicksearch; as per the QuickSearch Wiki > item). The mobile interface returns > 0 results when you enter a resolved ticket number in the QuickSearch box. I can't replicate this on 4.0 (which has the Mobile UI built in and a number of Simple Search enhancements). However, the default in 3.8.5 was not to return resolved tickets, so I assume you have a callback or other local modification to introduce that behavior. > 2) Mobile interface doesn't allow you to edit any attributes. > The Mobile interface > gives you a "basic" view of any ticket, but unlike the full web > interface, you can't > change any of the attributes (like Subject, status, Queue, Priority etc) I don't believe that attribute editing is currently a feature of the Mobile UI. We'd take patches to add the functionality. > 3) Mobile interface doesn't know you Signature, as defined in your RT > preferences. > > The signature you defined in your RT preferences, is not used for > comments or > correspondence through the mobile interface. Can it be used? This sounds like a bug, can you report it to the bug tracker? -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 Oct 3 10:07:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:07:25 -0400 Subject: [rt-users] Bug or feature? Unpriviledged users see first article via webinterface In-Reply-To: <4E81FBDB.9030609@mpexnet.de> References: <4E81FBDB.9030609@mpexnet.de> Message-ID: <20111003140725.GR40151@jibsheet.com> On Tue, Sep 27, 2011 at 06:37:47PM +0200, Lars Braeuer wrote: > Hi, > > I was wondering if it is possible to allow a priviledged user to start a ticket as type "comment" > instead type "reply". We are using 4.0.0 and I haven't seen anything like this in the changelog of > 4.0.{1,2}. > > We have the following problem: > > Sometimes we open a new ticket (i.e. "New ticket in ..." button) *without* a Requestor on the > ticket, we then usually write an internal starting comment as ticket kick off. This text which we > want to be an internal comment is internally saved by RT as type "Reply". > > So if we later on add a Requestor to the ticket and give that requestor unpriviledged access to the > RT webinterface, he will be able to see the initial text which was supposed to be an internal > comment. So limiting the initial ticket opening process to the "reply" type seems to be somewhat > inflexible. > > Having the ability to pick in between "comment" and "reply" when opening a new ticket via the > webinterface would be very, very helpful. > > Until now we always create new tickets just with the text "Ticket creation", and then add a comment. > But this is very annoying. > > Is there just an option/right I have missed to set correctly? RT considers Create to be a correspondence (reply). There's an extension, possibly not yet open sourced, to add a Comment box to the Create page so that while opening a ticket you can also leave an internal 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 Mon Oct 3 10:10:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:10:29 -0400 Subject: [rt-users] RT4.0.2 Modify Custom Field layout In-Reply-To: <4E85F76F.9030204@totem.ca> References: <4E839638.4070108@totem.ca> <20110929175954.GE40151@jibsheet.com> <4E85EB4C.4040400@totem.ca> <4E85F76F.9030204@totem.ca> Message-ID: <20111003141029.GS40151@jibsheet.com> On Fri, Sep 30, 2011 at 11:07:59AM -0600, Michael Morel wrote: > What am I missing here. > > I edited RT_SiteConfig.pm with the new value but two columns still > show up when I edit Custom Fields. Looks like someone broke this config option after I added it. Please file a bug in the bugtracker. Thanks -kevin > # pwd > /opt/rt4/etc > # grep Column * > RT_Config.pm:=item C<$EditCustomFieldsSingleColumn> > RT_Config.pm:Set($EditCustomFieldsSingleColumn, 0); > RT_SiteConfig.pm:Set( $EditCustomFieldsSingleColumn, 1); > > # cat /usr/local/bin/clean_mason.sh > rm -rf /opt/rt4/var/mason_data/obj/* > /etc/init.d/httpd restart > > # /usr/local/bin/clean_mason.sh > Stopping httpd: [ OK ] > Starting httpd: [ OK ] > # > > > On 11-09-30 10:16 AM, Michael Morel wrote: > >Thanks, I am going to dig into that today. > > > >Michael > > > > > >On 11-09-29 11:59 AM, Kevin Falcone wrote: > >>On Wed, Sep 28, 2011 at 03:48:40PM -0600, Michael Morel wrote: > >>>I have been trolling through the mailing lists for information. > >>> > >>>I have 20 "Custom Fields". > >>>The "Custom Fields" are one column in the "Display" page for a > >>>ticket and they show up fine for there. > >>>Though later on it would be nice to add some separators between > >>>fields and some text here. > >>> > >>>More importantly: > >>> > >>>I would like to modify the layout when we edit the "Custom Fields" > >>>after a ticket has been created. > >>> > >>>RT orders ticket specifics like "Subject", "Status", "Queue" into > >>>one column, fine. > >>>RT then orders the "Custom Fields" into two columns and it is a bit > >>>of a dogs breakfast. > >>> > >>>I would like to have some separators and maybe some text between > >>>them. ie. Design, Implementation > >>>I would also like to set the size of the Text box created. > >>> > >>>I know I can order them using the UI and that is helpful, but what > >>>is the best way to go about > >>>changing the formatting of the Edit page? Best Practice? > >>You can swap from 2 columns to 1 by setting the > >>EditCustomFieldsSingleColumn config option. To add breaks and extra > >>wording, you'll need to use the various callbacks in EditCustomFields > >>and the components that it calls. > >> > >>-kevin > >> > >> > >>-------- > >>RT Training Sessions (http://bestpractical.com/services/training.html) > >>* Chicago, IL, USA --- September 26& 27, 2011 > >>* San Francisco, CA, USA --- October 18& 19, 2011 > >>* Washington DC, USA --- October 31& November 1, 2011 > >>* Melbourne VIC, Australia --- November 28& 29, 2011 > >>* Barcelona, Spain --- November 28& 29, 2011 > > > >-- > >*Michael Morel* > >Systems Administrator > >Ph 403-247-7300 > >Fx 403-247-6501 > >Michael.Morel at totem.ca > >www.totem.ca > >*Totem Building Supplies Ltd.* > >6920 - 29th Avenue NW > >Calgary, Alberta T3B 0J4 > > > > > >-------- > >RT Training Sessions (http://bestpractical.com/services/training.html) > >* San Francisco, CA, USA --- October 18& 19, 2011 > >* Washington DC, USA --- October 31& November 1, 2011 > >* Melbourne VIC, Australia --- November 28& 29, 2011 > >* Barcelona, Spain --- November 28& 29, 2011 > > -- > *Michael Morel* > Systems Administrator > Ph 403-247-7300 > Fx 403-247-6501 > Michael.Morel at totem.ca > www.totem.ca > *Totem Building Supplies Ltd.* > 6920 - 29th Avenue NW > Calgary, Alberta T3B 0J4 -------------- 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 Oct 3 10:11:50 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:11:50 -0400 Subject: [rt-users] Cannot login with external auth user via mobile web UI In-Reply-To: References: Message-ID: <20111003141150.GT40151@jibsheet.com> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote: > I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, > when I attempt to login via the Web UI on my iPhone with an External > account, it will not authenticate me against my AD user. > > Is this a known issue with the Mobile UI extension? If not, is there > anything special I need to do to get auth working for it? (I can login just > fine with ExternalAuth and the normal browser UI.) You haven't provided versions for RT, RT-Authen-ExternalAuth or RT-Extension-MobileUI. -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 Oct 3 10:12:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 10:12:34 -0400 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <4E88D7C3.2020704@opus.co.nz> References: <4E88D7C3.2020704@opus.co.nz> Message-ID: <20111003141234.GU40151@jibsheet.com> On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: > Hello > > I'm having login problems with my upgrade from 3.8.1 to 4.0.2. > I have followed the installation instructions, gotten all the cpan > packages, configured and built 4.0.2 successfully. > > Then I have run the upgrade, > /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade > Cleared the mason cache dir > etc/upgrade/vulnerable-passwords > > But no existing users can login. If I can manually reset the > passwords in the pgsql database then I'm not too worried about > loosing the passwords, but what encoding method do I need to use to > reset them with. > > Could this be an ldap problem? I tried looking through the logs but > none are being generated in /opt/rt4/var/log What are you using to do ldap? Unless you've configured it, RT doesn't log to /opt/rt4/var/log by default. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From justin.hayes at openbet.com Mon Oct 3 10:49:09 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Mon, 3 Oct 2011 15:49:09 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <20111003140330.GP40151@jibsheet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> <20111003140330.GP40151@jibsheet.com> Message-ID: <8498CE96-1124-4519-9BA8-6DECA06F291F@openbet.com> I can't see anything applicable in the logs (either the debug log of the syslog) after that line. The template is the default global correspondence one. ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 On 3 Oct 2011, at 15:03, Kevin Falcone wrote: > On Mon, Oct 03, 2011 at 12:13:03PM +0100, Justin Hayes wrote: >> It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch. >> >> For a ticket in this queue I see the following line of logging: >> >> [Mon Oct 3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s) (/opt/rt_support.openbet >> .com/bin/../lib/RT/Scrips_Overlay.pm:370) >> >> But then nothing after that..... > > At the least, it should tell you that those 2 weren't applicable in > the logs. Check also that your Template for the Notify Owner scrip is > valid in the queue where the scrip isn't working. > > -kevin > > >> On 30 Sep 2011, at 16:13, Kevin Falcone wrote: >> >>> On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: >>>> RT 3.6.8 >>>> >>>> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. >>>> >>>> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. >>>> >>>> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. >>>> >>>> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? >>> >>> And what do your debug logs say happens on correspondence? >>> >>> -kevin >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * San Francisco, CA, USA ? October 18 & 19, 2011 >>> * Washington DC, USA ? October 31 & November 1, 2011 >>> * Melbourne VIC, Australia ? November 28 & 29, 2011 >>> * Barcelona, Spain ? November 28 & 29, 2011 >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 From Izz.Abdullah at hibbett.com Mon Oct 3 11:42:21 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 3 Oct 2011 10:42:21 -0500 Subject: [rt-users] Limiting the information unprivileged users are ableto see via the webinterface In-Reply-To: <4E84AF2D.5000707@mpexnet.de> References: <4E8334BC.6030305@mpexnet.de> <4E833861.10504@xs4all.nl> <4E84AF2D.5000707@mpexnet.de> Message-ID: I am looking to do exactly this, where the user can only see the initial create and correspond. Where did you place the code, and where did you call it from? RT4.0.2 on Ubuntu Server -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Braeuer Sent: Thursday, September 29, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limiting the information unprivileged users are ableto see via the webinterface Hello Joop, thanks a lot for this hint. This really saved my day. :) Actually, I finally achieved what I wanted to do with the following (in case someone else is looking for this): <%init> return if $session{'CurrentUser'}->Privileged; my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip This skips everything but Correspond and the initial Create message. Also thanks to Thomas about the "return" hint. Best regards, Lars Am 28.09.2011 17:08, schrieb Joop: > Lars Braeuer wrote: >> Hello, >> >> is there a way in RT 4.x to reduce the information an unprivileged user can see when he's accessing >> his tickets via the RT webinterface? >> > Yes, use Callbacks to skip the transactions you don't want. > The Callback you want to add is: > /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction > with SkipTransaction having something like: > <%init> > my $myskip=0; > > if ( $Transaction->Type =~ /^(Set|Told)$/ ) { > if ( $Transaction->Field =~ /^(TimeWorked|Told|Starts|Started|Due)$/ ) { > $myskip = 1; > } > else { > $myskip = 0; > } > } > $$skip=$myskip; > > > > <%args> > $Transaction => undef > $skip > > Which skips the TimeWorked,Told,Starts,Started,Due transactions. > You might want to consider modifying other files in SelfService to not show the user who worked on > it but to show for example 'helpdesk'. > > Greetings, > > Joop > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From ggreene at minervanetworks.com Mon Oct 3 13:35:47 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Mon, 3 Oct 2011 10:35:47 -0700 Subject: [rt-users] Cannot login with external auth user via mobile web UI In-Reply-To: <20111003141150.GT40151@jibsheet.com> Message-ID: On 10/3/11 7:11 AM, "Kevin Falcone" wrote: > On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote: >> I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, >> when I attempt to login via the Web UI on my iPhone with an External >> account, it will not authenticate me against my AD user. >> >> Is this a known issue with the Mobile UI extension? If not, is there >> anything special I need to do to get auth working for it? (I can login just >> fine with ExternalAuth and the normal browser UI.) > > You haven't provided versions for RT, RT-Authen-ExternalAuth or > RT-Extension-MobileUI. > > -kevin RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01 -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations, Minerva Networks Inc. Cell: (650) 704-6633 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2453 bytes Desc: not available URL: From luciano at cpd.ufrgs.br Mon Oct 3 14:38:53 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 3 Oct 2011 15:38:53 -0300 Subject: [rt-users] RES: Re: RES: Re: RES: Re: RT External Auth and uid problem Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401D65525@filipides.ad.ufrgs.br> Hello, I worked in a solution, modifying the file ExternalAuth.pm in /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ and seems to work fine. In this case, only work with local auth and LDAP with UID. It prefix the uid number with letter a, and remove it where is necessary. Here's the mofifications if someone need it in future: http://pastebin.com/4qZ5vbsM If you want, I can post in the wikia page too. Tks Luciano -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: quarta-feira, 24 de agosto de 2011 14:52 Para: rt-users at lists.bestpractical.com Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: RES: Re: RT External Auth and uid problem On Wed, Aug 24, 2011 at 02:22:35PM -0300, Luciano Ernesto da Silva wrote: > I will try prefix the numeric username with a character. I don't know > where start. Can you tell me what functions are involved in user > creation? As I said earlier >> In the past, people have prefixed numeric usernames with a character, >> but since I've never had to do that, I do not know the best way to do >> it. -kevin > I think I would have to map the authentication, including a character > "a" internally before the number and "a" on creation. > > Luciano > > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 13:42 > Para: rt-users at lists.bestpractical.com > Assunto: Re: [rt-users] RES: Re: RT External Auth and uid problem > > On Wed, Aug 24, 2011 at 12:26:26PM -0300, Luciano Ernesto da Silva > wrote: > > Kevin, > > > > Ok, I understand, I will not touch the extension. But is there a way > > to overlay creation of privileged users and allow 'Name' with > > numeric field? We have many services that use LDAP and users just > > use the > > RT does not support numeric usernames. > Changing that would require significant code churn. > > -kevin > > > uid(numeric) and password. > > Would be more friendly keep the same method. > > The last option would use Name = > 'mail' in 'attr_map', but I don't > > think this a good solution. > > > > > > -----Mensagem original----- > > De: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 11:13 > > Para: rt-users at lists.bestpractical.com > > Assunto: Re: [rt-users] RT External Auth and uid problem > > > > On Wed, Aug 24, 2011 at 10:54:22AM -0300, Luciano Ernesto da Silva > > wrote: > > > > > 'attr_match_list' => [ > > > 'Name', 'EmailAddress', 'RealName'], > > > > > > # The > > mapping of RT attributes on to > > > LDAP attributes > > > > > > > 'attr_map' > > => { > > > 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', > > > 'ExternalAuthId' => 'uid' } > > > > > > > > > > > > In the extension ExternalAuth I changed all the strings "Name" > > > for > > "NickName" and seems work, > > > but I still cant't create users. > > > > Do you meant you literally replaced all occurrences of Name with > > NickName in the extension? That will never work. > > > > If you have a non-numeric field, just fix attr_map so that Name => > > 'non_numeric_ldap_field' > > > > Also, you almost certainly don't want attr_match_list to consider > > RealName to be unique. That would mean that you can't have two > > users in RT with the name Kevin Falcone since the extension will try > > to resolve them to the same AD user. > > > > -kevin > > > > > > > > > > > > > > I thought a solution creating a local/lib overlay for create a > > > user > > with NickName to use as > > > uid number, and keep RealName for cn, and EmailAdddress for mail. > > > > > > > > > > > > What function in lib is used to create the users? Can you give > > > me > > some tips? > > > > > > > > > > > > Thanks for your help, > > > > > > > > > > > > > > > > > > > > > > > > Luciano Silva > > > > > > [1]Luciano at cpd.ufrgs.br > > > > > > References > > > > > > Visible links > > > 1. mailto:Luciano at cpd.ufrgs.br > > > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Chicago, IL, USA ? September 26 & 27, 2011 > > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > > * Washington DC, USA ? October 31 & November 1, 2011 > > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Mon Oct 3 14:46:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 14:46:06 -0400 Subject: [rt-users] RES: Re: RES: Re: RES: Re: RT External Auth and uid problem In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401D65525@filipides.ad.ufrgs.br> References: <87C8AADF9E20C14C811B0AFA1747DA5401D65525@filipides.ad.ufrgs.br> Message-ID: <20111003184606.GA37710@jibsheet.com> On Mon, Oct 03, 2011 at 03:38:53PM -0300, Luciano Ernesto da Silva wrote: > Hello, > > I worked in a solution, modifying the file ExternalAuth.pm in > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ and seems > to work fine. > In this case, only work with local auth and LDAP with UID. It prefix the > uid number with letter a, and remove it where is necessary. > > Here's the mofifications if someone need it in future: > > http://pastebin.com/4qZ5vbsM > > If you want, I can post in the wikia page too. It'd be great if you sent a diff of this to the relevant bug queue so it could be looked at and possibly made into an optional config. https://rt.cpan.org/Public/Bug/Report.html?Queue=RT-Authen-ExternalAuth -kevin > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > Falcone > Enviada em: quarta-feira, 24 de agosto de 2011 14:52 > Para: rt-users at lists.bestpractical.com > Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: RES: Re: RT External > Auth and uid problem > > On Wed, Aug 24, 2011 at 02:22:35PM -0300, Luciano Ernesto da Silva > wrote: > > I will try prefix the numeric username with a character. I don't know > > where start. Can you tell me what functions are involved in user > > creation? > > As I said earlier > > >> In the past, people have prefixed numeric usernames with a character, > > >> but since I've never had to do that, I do not know the best way to do > > >> it. > > -kevin > > > I think I would have to map the authentication, including a character > > "a" internally before the number and "a" on creation. > > > > Luciano > > > > -----Mensagem original----- > > De: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 13:42 > > Para: rt-users at lists.bestpractical.com > > Assunto: Re: [rt-users] RES: Re: RT External Auth and uid problem > > > > On Wed, Aug 24, 2011 at 12:26:26PM -0300, Luciano Ernesto da Silva > > wrote: > > > Kevin, > > > > > > Ok, I understand, I will not touch the extension. But is there a way > > > > to overlay creation of privileged users and allow 'Name' with > > > numeric field? We have many services that use LDAP and users just > > > use the > > > > RT does not support numeric usernames. > > Changing that would require significant code churn. > > > > -kevin > > > > > uid(numeric) and password. > > > Would be more friendly keep the same method. > > > The last option would use Name = > 'mail' in 'attr_map', but I don't > > > > think this a good solution. > > > > > > > > > -----Mensagem original----- > > > De: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 11:13 > > > Para: rt-users at lists.bestpractical.com > > > Assunto: Re: [rt-users] RT External Auth and uid problem > > > > > > On Wed, Aug 24, 2011 at 10:54:22AM -0300, Luciano Ernesto da Silva > > > wrote: > > > > > > > 'attr_match_list' => [ > > > > 'Name', 'EmailAddress', 'RealName'], > > > > > > > > # The > > > mapping of RT attributes on to > > > > LDAP attributes > > > > > > > > > > 'attr_map' > > > => { > > > > 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', > > > > > 'ExternalAuthId' => 'uid' } > > > > > > > > > > > > > > > > In the extension ExternalAuth I changed all the strings "Name" > > > > > for > > > "NickName" and seems work, > > > > but I still cant't create users. > > > > > > Do you meant you literally replaced all occurrences of Name with > > > NickName in the extension? That will never work. > > > > > > If you have a non-numeric field, just fix attr_map so that Name => > > > 'non_numeric_ldap_field' > > > > > > Also, you almost certainly don't want attr_match_list to consider > > > RealName to be unique. That would mean that you can't have two > > > users in RT with the name Kevin Falcone since the extension will try > > > > to resolve them to the same AD user. > > > > > > -kevin > > > > > > > > > > > > > > > > > > > I thought a solution creating a local/lib overlay for create a > > > > user > > > with NickName to use as > > > > uid number, and keep RealName for cn, and EmailAdddress for > mail. > > > > > > > > > > > > > > > > What function in lib is used to create the users? Can you give > > > > me > > > some tips? > > > > > > > > > > > > > > > > Thanks for your help, > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Luciano Silva > > > > > > > > [1]Luciano at cpd.ufrgs.br > > > > > > > > References > > > > > > > > Visible links > > > > 1. mailto:Luciano at cpd.ufrgs.br > > > > > > > -------- > > > > RT Training Sessions > > > > (http://bestpractical.com/services/training.html) > > > > * Chicago, IL, USA ? September 26 & 27, 2011 > > > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > > > * Washington DC, USA ? October 31 & November 1, 2011 > > > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Chicago, IL, USA September 26 & 27, 2011 > > > * San Francisco, CA, USA October 18 & 19, 2011 > > > * Washington DC, USA October 31 & November 1, 2011 > > > * Melbourne VIC, Australia November 28 & 29, 2011 > > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * 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 josh.cole at fresno.edu Mon Oct 3 15:04:47 2011 From: josh.cole at fresno.edu (josh.cole) Date: Mon, 3 Oct 2011 12:04:47 -0700 (PDT) Subject: [rt-users] Is there a way to assign a default owner of ticket's that are dropped into Queue's? Message-ID: <32584417.post@talk.nabble.com> Is there a way to assign a default owner of ticket's that are dropped into Queue's? Also, is there a way to hide queue's from specific groups? -- View this message in context: http://old.nabble.com/Is-there-a-way-to-assign-a-default-owner-of-ticket%27s-that-are-dropped-into-Queue%27s--tp32584417p32584417.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From efinley.lists at gmail.com Mon Oct 3 15:47:46 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 3 Oct 2011 13:47:46 -0600 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? Message-ID: I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which applies to 3.8.x, but not to 4.0.2. I'd like to also show 'resolved' and 'rejected' statuses (basically I want to show all statues). Does anyone have any pointers how to accomplish this in 4.0.2? Or even better, to just create a new dashboard that shows this? Thanks in advance, Elliot From luciano at cpd.ufrgs.br Mon Oct 3 15:51:03 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 3 Oct 2011 16:51:03 -0300 Subject: [rt-users] RES: [*****SPAM*****] Re: RES: Re: RES: Re: RES: Re: RT External Auth and uid problem In-Reply-To: <20111003184606.GA37710@jibsheet.com> References: <87C8AADF9E20C14C811B0AFA1747DA5401D65525@filipides.ad.ufrgs.br> <20111003184606.GA37710@jibsheet.com> Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401D65557@filipides.ad.ufrgs.br> Kevin, The patch is here: http://pastebin.com/W8N5PcnF I tried to get a bitcard account, but didn't receive the confirmation. Luciano -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: segunda-feira, 3 de outubro de 2011 15:46 Para: rt-users at lists.bestpractical.com Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: RES: Re: RES: Re: RT External Auth and uid problem On Mon, Oct 03, 2011 at 03:38:53PM -0300, Luciano Ernesto da Silva wrote: > Hello, > > I worked in a solution, modifying the file ExternalAuth.pm in > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ and seems > to work fine. > In this case, only work with local auth and LDAP with UID. It prefix > the uid number with letter a, and remove it where is necessary. > > Here's the mofifications if someone need it in future: > > http://pastebin.com/4qZ5vbsM > > If you want, I can post in the wikia page too. It'd be great if you sent a diff of this to the relevant bug queue so it could be looked at and possibly made into an optional config. https://rt.cpan.org/Public/Bug/Report.html?Queue=RT-Authen-ExternalAuth -kevin > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 14:52 > Para: rt-users at lists.bestpractical.com > Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: RES: Re: RT External > Auth and uid problem > > On Wed, Aug 24, 2011 at 02:22:35PM -0300, Luciano Ernesto da Silva > wrote: > > I will try prefix the numeric username with a character. I don't > > know where start. Can you tell me what functions are involved in > > user creation? > > As I said earlier > > >> In the past, people have prefixed numeric usernames with a > >> character, > > >> but since I've never had to do that, I do not know the best way to > >> do > > >> it. > > -kevin > > > I think I would have to map the authentication, including a > > character "a" internally before the number and "a" on creation. > > > > Luciano > > > > -----Mensagem original----- > > De: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 13:42 > > Para: rt-users at lists.bestpractical.com > > Assunto: Re: [rt-users] RES: Re: RT External Auth and uid problem > > > > On Wed, Aug 24, 2011 at 12:26:26PM -0300, Luciano Ernesto da Silva > > wrote: > > > Kevin, > > > > > > Ok, I understand, I will not touch the extension. But is there a > > > way > > > > to overlay creation of privileged users and allow 'Name' with > > > numeric field? We have many services that use LDAP and users just > > > use the > > > > RT does not support numeric usernames. > > Changing that would require significant code churn. > > > > -kevin > > > > > uid(numeric) and password. > > > Would be more friendly keep the same method. > > > The last option would use Name = > 'mail' in 'attr_map', but I > > > don't > > > > think this a good solution. > > > > > > > > > -----Mensagem original----- > > > De: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 11:13 > > > Para: rt-users at lists.bestpractical.com > > > Assunto: Re: [rt-users] RT External Auth and uid problem > > > > > > On Wed, Aug 24, 2011 at 10:54:22AM -0300, Luciano Ernesto da Silva > > > wrote: > > > > > > > 'attr_match_list' => [ > > > > 'Name', 'EmailAddress', 'RealName'], > > > > > > > > # The > > > mapping of RT attributes on to > > > > LDAP attributes > > > > > > > > > > 'attr_map' > > > => { > > > > 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => > > > > 'cn', > > > > > 'ExternalAuthId' => 'uid' } > > > > > > > > > > > > > > > > In the extension ExternalAuth I changed all the strings "Name" > > > > > for > > > "NickName" and seems work, > > > > but I still cant't create users. > > > > > > Do you meant you literally replaced all occurrences of Name with > > > NickName in the extension? That will never work. > > > > > > If you have a non-numeric field, just fix attr_map so that Name => > > > 'non_numeric_ldap_field' > > > > > > Also, you almost certainly don't want attr_match_list to consider > > > RealName to be unique. That would mean that you can't have two > > > users in RT with the name Kevin Falcone since the extension will > > > try > > > > to resolve them to the same AD user. > > > > > > -kevin > > > > > > > > > > > > > > > > > > > I thought a solution creating a local/lib overlay for create > > > > a user > > > with NickName to use as > > > > uid number, and keep RealName for cn, and EmailAdddress for > mail. > > > > > > > > > > > > > > > > What function in lib is used to create the users? Can you > > > > give me > > > some tips? > > > > > > > > > > > > > > > > Thanks for your help, > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Luciano Silva > > > > > > > > [1]Luciano at cpd.ufrgs.br > > > > > > > > References > > > > > > > > Visible links > > > > 1. mailto:Luciano at cpd.ufrgs.br > > > > > > > -------- > > > > RT Training Sessions > > > > (http://bestpractical.com/services/training.html) > > > > * Chicago, IL, USA ? September 26 & 27, 2011 > > > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > > > * Washington DC, USA ? October 31 & November 1, 2011 > > > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Chicago, IL, USA September 26 & 27, 2011 > > > * San Francisco, CA, USA October 18 & 19, 2011 > > > * Washington DC, USA October 31 & November 1, 2011 > > > * Melbourne VIC, Australia November 28 & 29, 2011 > > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > > RT Training Sessions > > (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- A non-text attachment was scrubbed... Name: ExternalAuth.pm_patch_LDAP_uid.zip Type: application/x-zip-compressed Size: 2015 bytes Desc: ExternalAuth.pm_patch_LDAP_uid.zip URL: From falcone at bestpractical.com Mon Oct 3 15:57:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 15:57:26 -0400 Subject: [rt-users] RES: [*****SPAM*****] Re: RES: Re: RES: Re: RES: Re: RT External Auth and uid problem In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401D65557@filipides.ad.ufrgs.br> References: <87C8AADF9E20C14C811B0AFA1747DA5401D65525@filipides.ad.ufrgs.br> <20111003184606.GA37710@jibsheet.com> <87C8AADF9E20C14C811B0AFA1747DA5401D65557@filipides.ad.ufrgs.br> Message-ID: <20111003195726.GB37710@jibsheet.com> On Mon, Oct 03, 2011 at 04:51:03PM -0300, Luciano Ernesto da Silva wrote: > The patch is here: > > http://pastebin.com/W8N5PcnF > > I tried to get a bitcard account, but didn't receive the confirmation. You can use mail if that's easier (just send mail to the address on that rt.cpan.org page) -kevin > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > Falcone > Enviada em: segunda-feira, 3 de outubro de 2011 15:46 > Para: rt-users at lists.bestpractical.com > Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: RES: Re: RES: Re: RT > External Auth and uid problem > > On Mon, Oct 03, 2011 at 03:38:53PM -0300, Luciano Ernesto da Silva > wrote: > > Hello, > > > > I worked in a solution, modifying the file ExternalAuth.pm in > > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ and seems > > > to work fine. > > In this case, only work with local auth and LDAP with UID. It prefix > > the uid number with letter a, and remove it where is necessary. > > > > Here's the mofifications if someone need it in future: > > > > http://pastebin.com/4qZ5vbsM > > > > If you want, I can post in the wikia page too. > > It'd be great if you sent a diff of this to the relevant bug queue so it > could be looked at and possibly made into an optional config. > > https://rt.cpan.org/Public/Bug/Report.html?Queue=RT-Authen-ExternalAuth > > -kevin > > > -----Mensagem original----- > > De: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 14:52 > > Para: rt-users at lists.bestpractical.com > > Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: RES: Re: RT External > > > Auth and uid problem > > > > On Wed, Aug 24, 2011 at 02:22:35PM -0300, Luciano Ernesto da Silva > > wrote: > > > I will try prefix the numeric username with a character. I don't > > > know where start. Can you tell me what functions are involved in > > > user creation? > > > > As I said earlier > > > > >> In the past, people have prefixed numeric usernames with a > > >> character, > > > > >> but since I've never had to do that, I do not know the best way to > > >> do > > > > >> it. > > > > -kevin > > > > > I think I would have to map the authentication, including a > > > character "a" internally before the number and "a" on creation. > > > > > > Luciano > > > > > > -----Mensagem original----- > > > De: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 13:42 > > > Para: rt-users at lists.bestpractical.com > > > Assunto: Re: [rt-users] RES: Re: RT External Auth and uid problem > > > > > > On Wed, Aug 24, 2011 at 12:26:26PM -0300, Luciano Ernesto da Silva > > > wrote: > > > > Kevin, > > > > > > > > Ok, I understand, I will not touch the extension. But is there a > > > > way > > > > > > to overlay creation of privileged users and allow 'Name' with > > > > numeric field? We have many services that use LDAP and users just > > > > use the > > > > > > RT does not support numeric usernames. > > > Changing that would require significant code churn. > > > > > > -kevin > > > > > > > uid(numeric) and password. > > > > Would be more friendly keep the same method. > > > > The last option would use Name = > 'mail' in 'attr_map', but I > > > > don't > > > > > > think this a good solution. > > > > > > > > > > > > -----Mensagem original----- > > > > De: rt-users-bounces at lists.bestpractical.com > > > > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin > > > > > Falcone Enviada em: quarta-feira, 24 de agosto de 2011 11:13 > > > > Para: rt-users at lists.bestpractical.com > > > > Assunto: Re: [rt-users] RT External Auth and uid problem > > > > > > > > On Wed, Aug 24, 2011 at 10:54:22AM -0300, Luciano Ernesto da Silva > > > > wrote: > > > > > > > > > 'attr_match_list' => [ > > > > > 'Name', 'EmailAddress', 'RealName'], > > > > > > > > > > # The > > > > mapping of RT attributes on to > > > > > LDAP attributes > > > > > > > > > > > > > 'attr_map' > > > > => { > > > > > 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => > > > > > 'cn', > > > > > > > 'ExternalAuthId' => 'uid' } > > > > > > > > > > > > > > > > > > > > In the extension ExternalAuth I changed all the strings > "Name" > > > > > > > for > > > > "NickName" and seems work, > > > > > but I still cant't create users. > > > > > > > > Do you meant you literally replaced all occurrences of Name with > > > > NickName in the extension? That will never work. > > > > > > > > If you have a non-numeric field, just fix attr_map so that Name => > > > > > 'non_numeric_ldap_field' > > > > > > > > Also, you almost certainly don't want attr_match_list to consider > > > > RealName to be unique. That would mean that you can't have two > > > > users in RT with the name Kevin Falcone since the extension will > > > > try > > > > > > to resolve them to the same AD user. > > > > > > > > -kevin > > > > > > > > > > > > > > > > > > > > > > > > I thought a solution creating a local/lib overlay for create > > > > > a user > > > > with NickName to use as > > > > > uid number, and keep RealName for cn, and EmailAdddress for > > mail. > > > > > > > > > > > > > > > > > > > > What function in lib is used to create the users? Can you > > > > > give me > > > > some tips? > > > > > > > > > > > > > > > > > > > > Thanks for your help, > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Luciano Silva > > > > > > > > > > [1]Luciano at cpd.ufrgs.br > > > > > > > > > > References > > > > > > > > > > Visible links > > > > > 1. mailto:Luciano at cpd.ufrgs.br > > > > > > > > > -------- > > > > > RT Training Sessions > > > > > (http://bestpractical.com/services/training.html) > > > > > * Chicago, IL, USA ? September 26 & 27, 2011 > > > > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > > > > * Washington DC, USA ? October 31 & November 1, 2011 > > > > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > > > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > > > -------- > > > > RT Training Sessions > > > > (http://bestpractical.com/services/training.html) > > > > * Chicago, IL, USA September 26 & 27, 2011 > > > > * San Francisco, CA, USA October 18 & 19, 2011 > > > > * Washington DC, USA October 31 & November 1, 2011 > > > > * Melbourne VIC, Australia November 28 & 29, 2011 > > > > * Barcelona, Spain November 28 & 29, 2011 > > > -------- > > > RT Training Sessions > > > (http://bestpractical.com/services/training.html) > > > * Chicago, IL, USA September 26 & 27, 2011 > > > * San Francisco, CA, USA October 18 & 19, 2011 > > > * Washington DC, USA October 31 & November 1, 2011 > > > * Melbourne VIC, Australia November 28 & 29, 2011 > > > * Barcelona, Spain November 28 & 29, 2011 > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * 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 Oct 3 16:04:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 16:04:37 -0400 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: Message-ID: <20111003200437.GC37710@jibsheet.com> On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: > I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which > applies to 3.8.x, but not to 4.0.2. I'd like to also show 'resolved' > and 'rejected' statuses (basically I want to show all statues). > > Does anyone have any pointers how to accomplish this in 4.0.2? > > Or even better, to just create a new dashboard that shows this? There's a config option for that these days, just search for Simple in etc/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 falcone at bestpractical.com Mon Oct 3 16:05:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 16:05:02 -0400 Subject: [rt-users] Is there a way to assign a default owner of ticket's that are dropped into Queue's? In-Reply-To: <32584417.post@talk.nabble.com> References: <32584417.post@talk.nabble.com> Message-ID: <20111003200502.GD37710@jibsheet.com> On Mon, Oct 03, 2011 at 12:04:47PM -0700, josh.cole wrote: > > Is there a way to assign a default owner of ticket's that are dropped into > Queue's? This is normally accomplished with a Scrip > Also, is there a way to hide queue's from specific groups? Don't grant them SeeQueue -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From josh.cole at fresno.edu Mon Oct 3 16:10:09 2011 From: josh.cole at fresno.edu (josh.cole) Date: Mon, 3 Oct 2011 13:10:09 -0700 (PDT) Subject: [rt-users] Is there a way to assign a default owner of ticket's that are dropped into Queue's? In-Reply-To: <20111003200502.GD37710@jibsheet.com> References: <32584417.post@talk.nabble.com> <20111003200502.GD37710@jibsheet.com> Message-ID: <32584877.post@talk.nabble.com> Is there anyone willing to share a script that would accomplish that? I am running RT 4.0. When I Select a Queue and go to Group Rights, I do not see a SeeQueue option to untick. Kevin Falcone-2 wrote: > > On Mon, Oct 03, 2011 at 12:04:47PM -0700, josh.cole wrote: >> >> Is there a way to assign a default owner of ticket's that are dropped >> into >> Queue's? > > This is normally accomplished with a Scrip > >> Also, is there a way to hide queue's from specific groups? > > Don't grant them SeeQueue > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- View this message in context: http://old.nabble.com/Is-there-a-way-to-assign-a-default-owner-of-ticket%27s-that-are-dropped-into-Queue%27s--tp32584417p32584877.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Izz.Abdullah at hibbett.com Mon Oct 3 16:17:03 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 3 Oct 2011 15:17:03 -0500 Subject: [rt-users] Is there a way to assign a default owner of ticket'sthat are dropped into Queue's? In-Reply-To: <32584877.post@talk.nabble.com> References: <32584417.post@talk.nabble.com><20111003200502.GD37710@jibsheet.com> <32584877.post@talk.nabble.com> Message-ID: Also, I would like to add onto this question. What if, like our environment, there are multiple queues, and we want unprivileged users to see one queue but not any other queues? I thought the SeeQueue was a global setting...maybe I should check that back. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of josh.cole Sent: Monday, October 03, 2011 3:10 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is there a way to assign a default owner of ticket'sthat are dropped into Queue's? Is there anyone willing to share a script that would accomplish that? I am running RT 4.0. When I Select a Queue and go to Group Rights, I do not see a SeeQueue option to untick. Kevin Falcone-2 wrote: > > On Mon, Oct 03, 2011 at 12:04:47PM -0700, josh.cole wrote: >> >> Is there a way to assign a default owner of ticket's that are dropped >> into >> Queue's? > > This is normally accomplished with a Scrip > >> Also, is there a way to hide queue's from specific groups? > > Don't grant them SeeQueue > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- View this message in context: http://old.nabble.com/Is-there-a-way-to-assign-a-default-owner-of-ticket%27s-that-are-dropped-into-Queue%27s--tp32584417p32584877.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From wes at ren-isac.net Mon Oct 3 16:27:18 2011 From: wes at ren-isac.net (Wes Young) Date: Mon, 3 Oct 2011 16:27:18 -0400 Subject: [rt-users] mod_auth_tkt Message-ID: <308FE8F8-351F-4D97-9CA4-FEA2A3B1BBAC@ren-isac.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 has anyone had any success with RT 3.8.8+ and mod_auth_tkt? something changed between 3.8.4 and 3.8.8 that fails to allow the auth_tkt cookie to be passed through and I can't quite figure out what it is. RT::ExternalAuth:: assumes you already have the cookie, but i'm guessing some security fix somewhere dis-allows a cross-site cookie from being planted when you wrap: TKT... SetHandler perl-script PerlHandler RT::Mason It works if the cookie is already set, but not if this is the handler that's setting the cookie (tested and works a-OK with the default apache handler). I've been ripping through the interface handler code and i'm sure i'm missing something stupid here, just getting a bit blurry. any insight greatly appreciated. - -- Wes claimid.com/wesyoung soc at ren-isac.net -----BEGIN PGP SIGNATURE----- Version: GnuPG/MacGPG2 v2.0.16 (Darwin) iEYEARECAAYFAk6KGqoACgkQKezpZd226UYaXACfXpI/L6be2fK4ByvufCa7SJT5 7YAAnRUwB+4t4p5VTntsjgYk/I58pL/1 =Pb3C -----END PGP SIGNATURE----- From efinley.lists at gmail.com Mon Oct 3 16:38:50 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 3 Oct 2011 14:38:50 -0600 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: <20111003200437.GC37710@jibsheet.com> References: <20111003200437.GC37710@jibsheet.com> Message-ID: On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >> and 'rejected' statuses (basically I want to show all statues). >> >> Does anyone have any pointers how to accomplish this in 4.0.2? >> >> Or even better, to just create a new dashboard that shows this? > > There's a config option for that these days, just search for Simple in > etc/RT_Config.pm The only place in etc/RT_Config.pm that 'Simple' occurs is: =item C<$OnlySearchActiveTicketsInSimpleSearch> When query in simple search doesn't have status info, use this to only search active ones. =cut Set($OnlySearchActiveTicketsInSimpleSearch, 1); I changed this to 0 and restarted apache, and Quicksearch still only shows 'new', 'open' and 'stalled'. Is this the right place? Thanks, Elliot From falcone at bestpractical.com Mon Oct 3 16:48:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 16:48:17 -0400 Subject: [rt-users] Is there a way to assign a default owner of ticket's that are dropped into Queue's? In-Reply-To: <32584877.post@talk.nabble.com> References: <32584417.post@talk.nabble.com> <20111003200502.GD37710@jibsheet.com> <32584877.post@talk.nabble.com> Message-ID: <20111003204817.GF37710@jibsheet.com> On Mon, Oct 03, 2011 at 01:10:09PM -0700, josh.cole wrote: > > I am running RT 4.0. When I Select a Queue and go to Group Rights, I do not > see a SeeQueue option to untick. Configuration -> Queues -> Queue Name -> GroupRights -> 6th item in the list. You'll want to go take it off of the Global settings first -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 Oct 3 16:53:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Oct 2011 16:53:23 -0400 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: <20111003200437.GC37710@jibsheet.com> Message-ID: <20111003205323.GG37710@jibsheet.com> On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: > On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: > > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: > >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which > >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' > >> and 'rejected' statuses (basically I want to show all statues). > >> > >> Does anyone have any pointers how to accomplish this in 4.0.2? > >> > >> Or even better, to just create a new dashboard that shows this? > > > > There's a config option for that these days, just search for Simple in > > etc/RT_Config.pm > > The only place in etc/RT_Config.pm that 'Simple' occurs is: > > > =item C<$OnlySearchActiveTicketsInSimpleSearch> > > When query in simple search doesn't have status info, use this to only > search active ones. > > =cut > > Set($OnlySearchActiveTicketsInSimpleSearch, 1); > > I changed this to 0 and restarted apache, and Quicksearch still only > shows 'new', 'open' and 'stalled'. Oh, you want to change the list of Queues and statuses, which for some historical reason is completely misnamed Quicksearch? The simplest solution is almost certainly going to be to override Quicksearch and pass all the desired statuses into QueueSummaryByLifecycles -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From theitsmith at gmail.com Mon Oct 3 17:28:20 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Mon, 3 Oct 2011 14:28:20 -0700 Subject: [rt-users] LDAP authentication best practices Message-ID: Hi, I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD server. I've seen a few different ways to do this on the website and through Google-ing but none are consistent and none cover all that I'd like to accomplish with this. What I'd like to do is this: * Authenticate users against AD who login through the web interface. As part of this authentication (for non-existent RT users), create the user's account using their AD username as their RT Username and their AD primary SMTP address as their RT Email. * When non-existing users submit a ticket via email, have RT check that email against AD and if it find a user associated with that email, create a new account using the user's AD username as RT's Username and the user's AD email address as RT's Email. * Reject all other requests (and auto creations) for users who don't already exist in AD or the local RT user database. Is it possible to do all of these things? -- Thomas Smith Cell: 602-882-2917 From ruz at bestpractical.com Mon Oct 3 18:03:01 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Oct 2011 00:03:01 +0200 Subject: [rt-users] LDAP authentication best practices In-Reply-To: References: Message-ID: Hi, On Mon, Oct 3, 2011 at 11:28 PM, Thomas Smith wrote: > Hi, > > I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD > server. I've seen a few different ways to do this on the website and > through Google-ing but none are consistent and none cover all that I'd > like to accomplish with this. > > What I'd like to do is this: > > ? ?* Authenticate users against AD who login through the web > interface. As part of this authentication (for non-existent RT users), > create the user's account using their AD username as their RT Username > and their AD primary SMTP address as their RT Email. > ? ?* When non-existing users submit a ticket via email, have RT check > that email against AD and if it find a user associated with that > email, create a new account using the user's AD username as RT's > Username and the user's AD email address as RT's Email. > ? ?* Reject all other requests (and auto creations) for users who > don't already exist in AD or the local RT user database. > > Is it possible to do all of these things? See http://requesttracker.wikia.com/wiki/LDAP You didn't say if you need SSO or not. To check and add users when they send emails and don't exist in the system, you need RT::Authen::ExternalAuth. If you need SSO and LDAP is quite static then you can use apache for SSO and LDAPImport [1] to periodically import and/or update users. [1] http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README > > -- > Thomas Smith > Cell: 602-882-2917 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From efinley.lists at gmail.com Mon Oct 3 18:03:26 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 3 Oct 2011 16:03:26 -0600 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: <20111003205323.GG37710@jibsheet.com> References: <20111003200437.GC37710@jibsheet.com> <20111003205323.GG37710@jibsheet.com> Message-ID: On Mon, Oct 3, 2011 at 2:53 PM, Kevin Falcone wrote: > On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: >> On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: >> > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >> >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >> >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >> >> and 'rejected' statuses (basically I want to show all statues). >> >> >> >> Does anyone have any pointers how to accomplish this in 4.0.2? >> >> >> >> Or even better, to just create a new dashboard that shows this? >> > >> > There's a config option for that these days, just search for Simple in >> > etc/RT_Config.pm >> >> The only place in etc/RT_Config.pm that 'Simple' occurs is: >> >> >> =item C<$OnlySearchActiveTicketsInSimpleSearch> >> >> When query in simple search doesn't have status info, use this to only >> search active ones. >> >> =cut >> >> Set($OnlySearchActiveTicketsInSimpleSearch, 1); >> >> I changed this to 0 and restarted apache, and Quicksearch still only >> shows 'new', 'open' and 'stalled'. > > Oh, you want to change the list of Queues and statuses, which for some > historical reason is completely misnamed Quicksearch? > > The simplest solution is almost certainly going to be to override > Quicksearch and pass all the desired statuses into > QueueSummaryByLifecycles Okay, so I think I figured out how to do this but I ran into a different snag. I copied share/html/Elements/Quicksearch to local/html/Elements/Quicksearch to do the override, but now I get: 'Odd number of parameters passed to component expecting name/value pairs' on my 'RT at a glance' page where the Quicksearch component would normally appear. This is without changing ANY code, just copying the file. Am I doing the override wrong or did I hit a bug? Thanks, Elliot From ruz at bestpractical.com Mon Oct 3 18:11:12 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Oct 2011 00:11:12 +0200 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: <20111003200437.GC37710@jibsheet.com> <20111003205323.GG37710@jibsheet.com> Message-ID: On Tue, Oct 4, 2011 at 12:03 AM, Elliot Finley wrote: > On Mon, Oct 3, 2011 at 2:53 PM, Kevin Falcone wrote: >> On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: >>> On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: >>> > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >>> >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >>> >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >>> >> and 'rejected' statuses (basically I want to show all statues). >>> >> >>> >> Does anyone have any pointers how to accomplish this in 4.0.2? >>> >> >>> >> Or even better, to just create a new dashboard that shows this? >>> > >>> > There's a config option for that these days, just search for Simple in >>> > etc/RT_Config.pm >>> >>> The only place in etc/RT_Config.pm that 'Simple' occurs is: >>> >>> >>> =item C<$OnlySearchActiveTicketsInSimpleSearch> >>> >>> When query in simple search doesn't have status info, use this to only >>> search active ones. >>> >>> =cut >>> >>> Set($OnlySearchActiveTicketsInSimpleSearch, 1); >>> >>> I changed this to 0 and restarted apache, and Quicksearch still only >>> shows 'new', 'open' and 'stalled'. >> >> Oh, you want to change the list of Queues and statuses, which for some >> historical reason is completely misnamed Quicksearch? >> >> The simplest solution is almost certainly going to be to override >> Quicksearch and pass all the desired statuses into >> QueueSummaryByLifecycles > > Okay, so I think I figured out how to do this but I ran into a different snag. > > I copied share/html/Elements/Quicksearch to > local/html/Elements/Quicksearch to do the override, but now I get: > > 'Odd number of parameters passed to component expecting name/value > pairs' on my 'RT at a glance' page where the Quicksearch component > would normally appear. > > This is without changing ANY code, just copying the file. > > Am I doing the override wrong or did I hit a bug? Show more context. You've changed something, use `diff -u original new_file` to see the difference. May you copied file from older version? > Thanks, > Elliot > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Oct 3 18:19:35 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Oct 2011 00:19:35 +0200 Subject: [rt-users] LDAP authentication best practices In-Reply-To: References: Message-ID: Hi, On Tue, Oct 4, 2011 at 12:14 AM, Thomas Smith wrote: > Thanks Ruslan! > > Yes, I am looking for SSO. I also left out RT (4.0.2) and Apache If you need SSO then you should teach your apache to do that. You do SSO in apache then use WebExternalAuth option so RT pickups user name from apache. In combination you can use either LDAPImport or ExternalAuth extensions to fetch additional info from LDAP and keep it up to date in RT. > (2.0.63) versions. This server is currently running on COS 4.8 but > will soon be upgraded to 6. I also performed the RT upgrade from 3.8.8 > last night (not sure if that matters for this question though). > > On Mon, Oct 3, 2011 at 3:03 PM, Ruslan Zakirov wrote: >> Hi, >> >> On Mon, Oct 3, 2011 at 11:28 PM, Thomas Smith wrote: >>> Hi, >>> >>> I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD >>> server. I've seen a few different ways to do this on the website and >>> through Google-ing but none are consistent and none cover all that I'd >>> like to accomplish with this. >>> >>> What I'd like to do is this: >>> >>> ? ?* Authenticate users against AD who login through the web >>> interface. As part of this authentication (for non-existent RT users), >>> create the user's account using their AD username as their RT Username >>> and their AD primary SMTP address as their RT Email. >>> ? ?* When non-existing users submit a ticket via email, have RT check >>> that email against AD and if it find a user associated with that >>> email, create a new account using the user's AD username as RT's >>> Username and the user's AD email address as RT's Email. >>> ? ?* Reject all other requests (and auto creations) for users who >>> don't already exist in AD or the local RT user database. >>> >>> Is it possible to do all of these things? >> >> >> See http://requesttracker.wikia.com/wiki/LDAP >> >> You didn't say if you need SSO or not. >> >> To check and add users when they send emails and don't exist in the >> system, you need RT::Authen::ExternalAuth. If you need SSO and LDAP is >> quite static then you can use apache for SSO and LDAPImport [1] to >> periodically import and/or update users. >> >> [1] http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README >> >> >> >> >> >>> >>> -- >>> Thomas Smith >>> Cell: 602-882-2917 >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >>> * ?Washington DC, USA ?October 31 & November 1, 2011 >>> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >>> * ?Barcelona, Spain ?November 28 & 29, 2011 >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Thomas Smith > Cell: 602-882-2917 > -- Best regards, Ruslan. From efinley.lists at gmail.com Mon Oct 3 18:55:45 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 3 Oct 2011 16:55:45 -0600 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: <20111003200437.GC37710@jibsheet.com> <20111003205323.GG37710@jibsheet.com> Message-ID: On Mon, Oct 3, 2011 at 4:11 PM, Ruslan Zakirov wrote: > On Tue, Oct 4, 2011 at 12:03 AM, Elliot Finley wrote: >> On Mon, Oct 3, 2011 at 2:53 PM, Kevin Falcone wrote: >>> On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: >>>> On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: >>>> > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >>>> >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >>>> >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >>>> >> and 'rejected' statuses (basically I want to show all statues). >>>> >> >>>> >> Does anyone have any pointers how to accomplish this in 4.0.2? >>>> >> >>>> >> Or even better, to just create a new dashboard that shows this? >>>> > >>>> > There's a config option for that these days, just search for Simple in >>>> > etc/RT_Config.pm >>>> >>>> The only place in etc/RT_Config.pm that 'Simple' occurs is: >>>> >>>> >>>> =item C<$OnlySearchActiveTicketsInSimpleSearch> >>>> >>>> When query in simple search doesn't have status info, use this to only >>>> search active ones. >>>> >>>> =cut >>>> >>>> Set($OnlySearchActiveTicketsInSimpleSearch, 1); >>>> >>>> I changed this to 0 and restarted apache, and Quicksearch still only >>>> shows 'new', 'open' and 'stalled'. >>> >>> Oh, you want to change the list of Queues and statuses, which for some >>> historical reason is completely misnamed Quicksearch? >>> >>> The simplest solution is almost certainly going to be to override >>> Quicksearch and pass all the desired statuses into >>> QueueSummaryByLifecycles >> >> Okay, so I think I figured out how to do this but I ran into a different snag. >> >> I copied share/html/Elements/Quicksearch to >> local/html/Elements/Quicksearch to do the override, but now I get: >> >> 'Odd number of parameters passed to component expecting name/value >> pairs' on my 'RT at a glance' page where the Quicksearch component >> would normally appear. >> >> This is without changing ANY code, just copying the file. >> >> Am I doing the override wrong or did I hit a bug? > > Show more context. You've changed something, use `diff -u original > new_file` to see the difference. May you copied file from older > version? lifecycle root:local/html/Elements#>pwd /usr/local/rt/rt-4.0.2/local/html/Elements lifecycle root:local/html/Elements#>cp ../../../share/html/Elements/Quicksearch . lifecycle root:local/html/Elements#>/usr/local/etc/rc.d/apache22 restart Performing sanity check on apache22 configuration: Syntax OK Stopping apache22. Waiting for PIDS: 61075. Performing sanity check on apache22 configuration: Syntax OK Starting apache22. lifecycle root:local/html/Elements#>ls ./ ../ Quicksearch lifecycle root:local/html/Elements#>diff -u ../../../share/html/Elements/Quicksearch Quicksearch brand new copy, no difference from original, yet I still get 'Odd number of parameters passed to component expecting name/value pairs' in place of the 'Quick search' component on the 'RT at a glance' page. If I delete this newly copied file, the 'RT at a glance' page goes back to normal. This is with a fresh rt-4.0.2 install. From ruz at bestpractical.com Mon Oct 3 19:09:19 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Oct 2011 01:09:19 +0200 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: <20111003200437.GC37710@jibsheet.com> <20111003205323.GG37710@jibsheet.com> Message-ID: On Tue, Oct 4, 2011 at 12:55 AM, Elliot Finley wrote: > On Mon, Oct 3, 2011 at 4:11 PM, Ruslan Zakirov wrote: >> On Tue, Oct 4, 2011 at 12:03 AM, Elliot Finley wrote: >>> On Mon, Oct 3, 2011 at 2:53 PM, Kevin Falcone wrote: >>>> On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: >>>>> On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: >>>>> > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >>>>> >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >>>>> >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >>>>> >> and 'rejected' statuses (basically I want to show all statues). >>>>> >> >>>>> >> Does anyone have any pointers how to accomplish this in 4.0.2? >>>>> >> >>>>> >> Or even better, to just create a new dashboard that shows this? >>>>> > >>>>> > There's a config option for that these days, just search for Simple in >>>>> > etc/RT_Config.pm >>>>> >>>>> The only place in etc/RT_Config.pm that 'Simple' occurs is: >>>>> >>>>> >>>>> =item C<$OnlySearchActiveTicketsInSimpleSearch> >>>>> >>>>> When query in simple search doesn't have status info, use this to only >>>>> search active ones. >>>>> >>>>> =cut >>>>> >>>>> Set($OnlySearchActiveTicketsInSimpleSearch, 1); >>>>> >>>>> I changed this to 0 and restarted apache, and Quicksearch still only >>>>> shows 'new', 'open' and 'stalled'. >>>> >>>> Oh, you want to change the list of Queues and statuses, which for some >>>> historical reason is completely misnamed Quicksearch? >>>> >>>> The simplest solution is almost certainly going to be to override >>>> Quicksearch and pass all the desired statuses into >>>> QueueSummaryByLifecycles >>> >>> Okay, so I think I figured out how to do this but I ran into a different snag. >>> >>> I copied share/html/Elements/Quicksearch to >>> local/html/Elements/Quicksearch to do the override, but now I get: >>> >>> 'Odd number of parameters passed to component expecting name/value >>> pairs' on my 'RT at a glance' page where the Quicksearch component >>> would normally appear. >>> >>> This is without changing ANY code, just copying the file. >>> >>> Am I doing the override wrong or did I hit a bug? >> >> Show more context. You've changed something, use `diff -u original >> new_file` to see the difference. May you copied file from older >> version? > > lifecycle root:local/html/Elements#>pwd > > > /usr/local/rt/rt-4.0.2/local/html/Elements > > lifecycle root:local/html/Elements#>cp > ../../../share/html/Elements/Quicksearch . > > lifecycle root:local/html/Elements#>/usr/local/etc/rc.d/apache22 > restart > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Performing sanity check on > apache22 configuration: > Syntax OK > Stopping apache22. > Waiting for PIDS: 61075. > Performing sanity check on apache22 configuration: > Syntax OK > Starting apache22. > > lifecycle root:local/html/Elements#>ls > ./ ? ? ? ? ? ? ?../ ? ? ? ? ? ? Quicksearch > > lifecycle root:local/html/Elements#>diff -u > ../../../share/html/Elements/Quicksearch Quicksearch > > brand new copy, no difference from original, yet I still get 'Odd > number of parameters passed to component expecting name/value pairs' > in place of the 'Quick search' component on the 'RT at a glance' page. > ?If I delete this newly copied file, the 'RT at a glance' page goes > back to normal. > > This is with a fresh rt-4.0.2 install. Turn on DevelMode to get more info in the browser and send us error with stack traces. Without stack trace it's hard to believe that the same file works differently in different mason's roots. Make sure that path you copy from is actually the right one. Use "System Configuration" in the Web UI for that. -- Best regards, Ruslan. From efinley.lists at gmail.com Mon Oct 3 19:31:34 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 3 Oct 2011 17:31:34 -0600 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: <20111003200437.GC37710@jibsheet.com> <20111003205323.GG37710@jibsheet.com> Message-ID: On Mon, Oct 3, 2011 at 5:09 PM, Ruslan Zakirov wrote: > On Tue, Oct 4, 2011 at 12:55 AM, Elliot Finley wrote: >> On Mon, Oct 3, 2011 at 4:11 PM, Ruslan Zakirov wrote: >>> On Tue, Oct 4, 2011 at 12:03 AM, Elliot Finley wrote: >>>> On Mon, Oct 3, 2011 at 2:53 PM, Kevin Falcone wrote: >>>>> On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: >>>>>> On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: >>>>>> > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >>>>>> >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >>>>>> >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >>>>>> >> and 'rejected' statuses (basically I want to show all statues). >>>>>> >> >>>>>> >> Does anyone have any pointers how to accomplish this in 4.0.2? >>>>>> >> >>>>>> >> Or even better, to just create a new dashboard that shows this? >>>>>> > >>>>>> > There's a config option for that these days, just search for Simple in >>>>>> > etc/RT_Config.pm >>>>>> >>>>>> The only place in etc/RT_Config.pm that 'Simple' occurs is: >>>>>> >>>>>> >>>>>> =item C<$OnlySearchActiveTicketsInSimpleSearch> >>>>>> >>>>>> When query in simple search doesn't have status info, use this to only >>>>>> search active ones. >>>>>> >>>>>> =cut >>>>>> >>>>>> Set($OnlySearchActiveTicketsInSimpleSearch, 1); >>>>>> >>>>>> I changed this to 0 and restarted apache, and Quicksearch still only >>>>>> shows 'new', 'open' and 'stalled'. >>>>> >>>>> Oh, you want to change the list of Queues and statuses, which for some >>>>> historical reason is completely misnamed Quicksearch? >>>>> >>>>> The simplest solution is almost certainly going to be to override >>>>> Quicksearch and pass all the desired statuses into >>>>> QueueSummaryByLifecycles >>>> >>>> Okay, so I think I figured out how to do this but I ran into a different snag. >>>> >>>> I copied share/html/Elements/Quicksearch to >>>> local/html/Elements/Quicksearch to do the override, but now I get: >>>> >>>> 'Odd number of parameters passed to component expecting name/value >>>> pairs' on my 'RT at a glance' page where the Quicksearch component >>>> would normally appear. >>>> >>>> This is without changing ANY code, just copying the file. >>>> >>>> Am I doing the override wrong or did I hit a bug? >>> >>> Show more context. You've changed something, use `diff -u original >>> new_file` to see the difference. May you copied file from older >>> version? >> >> lifecycle root:local/html/Elements#>pwd >> >> >> /usr/local/rt/rt-4.0.2/local/html/Elements >> >> lifecycle root:local/html/Elements#>cp >> ../../../share/html/Elements/Quicksearch . >> >> lifecycle root:local/html/Elements#>/usr/local/etc/rc.d/apache22 >> restart >> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Performing sanity check on >> apache22 configuration: >> Syntax OK >> Stopping apache22. >> Waiting for PIDS: 61075. >> Performing sanity check on apache22 configuration: >> Syntax OK >> Starting apache22. >> >> lifecycle root:local/html/Elements#>ls >> ./ ? ? ? ? ? ? ?../ ? ? ? ? ? ? Quicksearch >> >> lifecycle root:local/html/Elements#>diff -u >> ../../../share/html/Elements/Quicksearch Quicksearch >> >> brand new copy, no difference from original, yet I still get 'Odd >> number of parameters passed to component expecting name/value pairs' >> in place of the 'Quick search' component on the 'RT at a glance' page. >> ?If I delete this newly copied file, the 'RT at a glance' page goes >> back to normal. >> >> This is with a fresh rt-4.0.2 install. > > Turn on DevelMode to get more info in the browser and send us error > with stack traces. Without stack trace it's hard to believe that the > same file works differently in different mason's roots. > > Make sure that path you copy from is actually the right one. Use > "System Configuration" in the Web UI for that. Okay, it gets even weirder. You didn't believe me before... for sure you're not going to believe me now... leaving the newly copied local/html/Elements/Quicksearch there (unchanged) and setting: Set($DevelMode, "1"); The error goes away and the 'RT at a glance' page displays normally. Making only one change: Set($DevelMode, "0"); The error comes back. What now? From efinley.lists at gmail.com Mon Oct 3 19:53:48 2011 From: efinley.lists at gmail.com (Elliot Finley) Date: Mon, 3 Oct 2011 17:53:48 -0600 Subject: [rt-users] How do I modify Quicksearch view on 4.0.2? In-Reply-To: References: <20111003200437.GC37710@jibsheet.com> <20111003205323.GG37710@jibsheet.com> Message-ID: On Mon, Oct 3, 2011 at 5:31 PM, Elliot Finley wrote: > On Mon, Oct 3, 2011 at 5:09 PM, Ruslan Zakirov wrote: >> On Tue, Oct 4, 2011 at 12:55 AM, Elliot Finley wrote: >>> On Mon, Oct 3, 2011 at 4:11 PM, Ruslan Zakirov wrote: >>>> On Tue, Oct 4, 2011 at 12:03 AM, Elliot Finley wrote: >>>>> On Mon, Oct 3, 2011 at 2:53 PM, Kevin Falcone wrote: >>>>>> On Mon, Oct 03, 2011 at 02:38:50PM -0600, Elliot Finley wrote: >>>>>>> On Mon, Oct 3, 2011 at 2:04 PM, Kevin Falcone wrote: >>>>>>> > On Mon, Oct 03, 2011 at 01:47:46PM -0600, Elliot Finley wrote: >>>>>>> >> I've looked at http://requesttracker.wikia.com/wiki/Quicksearch which >>>>>>> >> applies to 3.8.x, but not to 4.0.2. ?I'd like to also show 'resolved' >>>>>>> >> and 'rejected' statuses (basically I want to show all statues). >>>>>>> >> >>>>>>> >> Does anyone have any pointers how to accomplish this in 4.0.2? >>>>>>> >> >>>>>>> >> Or even better, to just create a new dashboard that shows this? >>>>>>> > >>>>>>> > There's a config option for that these days, just search for Simple in >>>>>>> > etc/RT_Config.pm >>>>>>> >>>>>>> The only place in etc/RT_Config.pm that 'Simple' occurs is: >>>>>>> >>>>>>> >>>>>>> =item C<$OnlySearchActiveTicketsInSimpleSearch> >>>>>>> >>>>>>> When query in simple search doesn't have status info, use this to only >>>>>>> search active ones. >>>>>>> >>>>>>> =cut >>>>>>> >>>>>>> Set($OnlySearchActiveTicketsInSimpleSearch, 1); >>>>>>> >>>>>>> I changed this to 0 and restarted apache, and Quicksearch still only >>>>>>> shows 'new', 'open' and 'stalled'. >>>>>> >>>>>> Oh, you want to change the list of Queues and statuses, which for some >>>>>> historical reason is completely misnamed Quicksearch? >>>>>> >>>>>> The simplest solution is almost certainly going to be to override >>>>>> Quicksearch and pass all the desired statuses into >>>>>> QueueSummaryByLifecycles >>>>> >>>>> Okay, so I think I figured out how to do this but I ran into a different snag. >>>>> >>>>> I copied share/html/Elements/Quicksearch to >>>>> local/html/Elements/Quicksearch to do the override, but now I get: >>>>> >>>>> 'Odd number of parameters passed to component expecting name/value >>>>> pairs' on my 'RT at a glance' page where the Quicksearch component >>>>> would normally appear. >>>>> >>>>> This is without changing ANY code, just copying the file. >>>>> >>>>> Am I doing the override wrong or did I hit a bug? >>>> >>>> Show more context. You've changed something, use `diff -u original >>>> new_file` to see the difference. May you copied file from older >>>> version? >>> >>> lifecycle root:local/html/Elements#>pwd >>> >>> >>> /usr/local/rt/rt-4.0.2/local/html/Elements >>> >>> lifecycle root:local/html/Elements#>cp >>> ../../../share/html/Elements/Quicksearch . >>> >>> lifecycle root:local/html/Elements#>/usr/local/etc/rc.d/apache22 >>> restart >>> ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Performing sanity check on >>> apache22 configuration: >>> Syntax OK >>> Stopping apache22. >>> Waiting for PIDS: 61075. >>> Performing sanity check on apache22 configuration: >>> Syntax OK >>> Starting apache22. >>> >>> lifecycle root:local/html/Elements#>ls >>> ./ ? ? ? ? ? ? ?../ ? ? ? ? ? ? Quicksearch >>> >>> lifecycle root:local/html/Elements#>diff -u >>> ../../../share/html/Elements/Quicksearch Quicksearch >>> >>> brand new copy, no difference from original, yet I still get 'Odd >>> number of parameters passed to component expecting name/value pairs' >>> in place of the 'Quick search' component on the 'RT at a glance' page. >>> ?If I delete this newly copied file, the 'RT at a glance' page goes >>> back to normal. >>> >>> This is with a fresh rt-4.0.2 install. >> >> Turn on DevelMode to get more info in the browser and send us error >> with stack traces. Without stack trace it's hard to believe that the >> same file works differently in different mason's roots. >> >> Make sure that path you copy from is actually the right one. Use >> "System Configuration" in the Web UI for that. > > Okay, it gets even weirder. ?You didn't believe me before... for sure > you're not going to believe me now... > > leaving the newly copied local/html/Elements/Quicksearch there > (unchanged) and setting: > > Set($DevelMode, "1"); > > The error goes away and the 'RT at a glance' page displays normally. > Making only one change: > > Set($DevelMode, "0"); > > The error comes back. > > What now? > One more piece of relevant information that I didn't notice before. Normally I have the 'Dashboard' and 'Refresh' components underneath the 'Quick search' component. When the error is there, the 'Dashboard' and 'Refresh' components are not there. From jasonm at kelman.com Mon Oct 3 19:21:15 2011 From: jasonm at kelman.com (Jason Marshall) Date: Mon, 3 Oct 2011 17:21:15 -0600 (MDT) Subject: [rt-users] cc:'s and replies driving me bonkers! Message-ID: Surely this is something a lot of you deal with... User sends our support queue an email, and cc:'s her supervisor so he gets added as a CC. Ticket is created, all's well. Supervisor replies to the original (non-rt-generated) message he was cc:ed on, leaving our support queue in the recipient list, which seems like a good idea. Second ticket is created because the subject lacks the [queue #xxx] at the beginning. User replies to her supervisor's email, which is a direct reply to her. Still no [queue #xxx] in subject, rt still cc:ed. Third damned ticket is created. And so on and so on. How can this be avoided? Obviously, not replying to the non-rt-generated email is the right answer, but we all know that's not going to be advice that's followed religiously. Most of our users are not "power users" and even those who are won't likely remember to do that all the time. Is there a magic flag that can be turned on that prevents this kind of behavior by perhaps stripping the re: and comparing the subject to tickets that have been opened somewhat recently, or maybe it could notice the subject is the same as a ticket that has the replier as originator or cc already? I'm really stretching here... Failing that, how the heck do you deal with this?? Thanks! PS. RT 3.8.8 --- Jason Marshall IT Manager Kelman Data Management From mike.coakley at gmail.com Mon Oct 3 21:16:55 2011 From: mike.coakley at gmail.com (Michael Coakley) Date: Mon, 3 Oct 2011 21:16:55 -0400 Subject: [rt-users] cc:'s and replies driving me bonkers! In-Reply-To: References: Message-ID: Jason, There are many ways to deal with this and they depend upon your internal practices for issue management. The way you describe a possible solution is very close to the way people are already auto-closing Nagios tickets. It's definitely worth a look to see the effort to modify that code to specifically fit your situation. This way your users can continue on in blissful ignorance. You could also modify your auto response template to notify The cc's as well as the requestor. You might need to train the users to "notice" that they were cc'd on a ticket and they should only reply through the ticket response email. Less work for you but requires user training/caring. Another option is to use the email command extension and train the users to add a cc via an email command in their original request. You would still need to modify the auto reply template but at least this way there is nothing for someone to reply to other than the rt generated email. I suppose the final solution would auto insert the appropriate cc depending the requestor. This obviously requires a decent amount of coding and a way to maintain that information (AD could be the answer). However less required of your users so they are almost back to their bliss state. Hope that gives you some options. Mike On Oct 3, 2011, at 7:21 PM, Jason Marshall wrote: > Surely this is something a lot of you deal with... > > User sends our support queue an email, and cc:'s her supervisor so he gets added as a CC. > > Ticket is created, all's well. > > Supervisor replies to the original (non-rt-generated) message he was cc:ed on, leaving our support queue in the recipient list, which seems like a good idea. > > Second ticket is created because the subject lacks the [queue #xxx] at the beginning. > > User replies to her supervisor's email, which is a direct reply to her. Still no [queue #xxx] in subject, rt still cc:ed. > > Third damned ticket is created. > > And so on and so on. > > How can this be avoided? > > Obviously, not replying to the non-rt-generated email is the right answer, but we all know that's not going to be advice that's followed religiously. Most of our users are not "power users" and even those who are won't likely remember to do that all the time. > > Is there a magic flag that can be turned on that prevents this kind of behavior by perhaps stripping the re: and comparing the subject to tickets that have been opened somewhat recently, or maybe it could notice the subject is the same as a ticket that has the replier as originator or cc already? I'm really stretching here... Failing that, how the heck do you deal with this?? > > Thanks! > > PS. RT 3.8.8 > > > --- > Jason Marshall > IT Manager > Kelman Data Management > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From josh.cole at fresno.edu Tue Oct 4 00:52:49 2011 From: josh.cole at fresno.edu (josh.cole) Date: Mon, 3 Oct 2011 21:52:49 -0700 (PDT) Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? Message-ID: <32586944.post@talk.nabble.com> I tried tweaking Modify.html in /opt/rt4/share/html/Ticket/Elements/ShowBasics.html to remove those fields but removing them there doesn't appear to do the trick. I want the Time Worked field but don't need the others. If anyone can point me in the right direction, it would be much appreciated! -- View this message in context: http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32586944.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From josh.cole at fresno.edu Tue Oct 4 01:54:40 2011 From: josh.cole at fresno.edu (josh.cole) Date: Mon, 3 Oct 2011 22:54:40 -0700 (PDT) Subject: [rt-users] Re quest Tracker 4.0.1 and Asset Tracker Extension In-Reply-To: References: Message-ID: <32587140.post@talk.nabble.com> Another RT4 installation here, installed Asset Tracker but as the original poster mentioned, nothing for AT displays. I would be happy to provide feedback if you can help me make it work. Thank you! Jonah Hirsch-2 wrote: > > I'd like to throw my hat into the ring of helping test this new version - > it's not mission critical for us, but it would be nice to have it working > again! > ----------------------- > Jonah Hirsch > > > On Wed, Aug 17, 2011 at 2:38 PM, Todd Chapman wrote: > >> Jim, >> >> I haven't had a chance to commit the updates. If you want I can send >> you a tar file with the updated files and in return you can help >> pinpoint any problems. >> >> Agree? >> >> -Todd >> >> On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski >> wrote: >> > Does anyone know if Asset Tracker will work with Request Tracker 4? I >> tried >> > the install and it seemed to run correctly, but it doesn't look like >> > anything has been added to RequestTracker. I verified that the >> installation >> > added to the plugins directory and added the db tables. I do have >> > RTx::AssetTracker added to my config file and I have restarted the web >> > server. >> > Appreciate the help - Jim >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * Chicago, IL, USA ? September 26 & 27, 2011 >> > * San Francisco, CA, USA ? October 18 & 19, 2011 >> > * Washington DC, USA ? October 31 & November 1, 2011 >> > * Melbourne VIC, Australia ? November 28 & 29, 2011 >> > * Barcelona, Spain ? November 28 & 29, 2011 >> > >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA September 26 & 27, 2011 >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA ? September 26 & 27, 2011 > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- View this message in context: http://old.nabble.com/Request-Tracker-4.0.1-and-Asset-Tracker-Extension-tp32283274p32587140.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ryo.ogata at gmail.com Tue Oct 4 02:08:38 2011 From: ryo.ogata at gmail.com (Ryo O) Date: Tue, 4 Oct 2011 15:08:38 +0900 Subject: [rt-users] ScriptAction Set CustomFieldValue to already have CustomField Value Message-ID: i want to set CustomFieldValue when comment the ticket. i try to use below pages ScripActions. http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue it work well when CustomFieldValue is Empty. However, when CustomFieldValue have Value, it dose not work. i'm using RT 3.8.8 below ScripActions is using now. Custom action cleanup code: my $CFName = 'CustomerStatus'; my $DefaultValue = 'Closed'; my $RecTransaction = 1; unless( $self->TicketObj->FirstCustomFieldValue( $CFName ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFName, Value => $DefaultValue, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } } return 1; Does anyone know the way which i want ? Appreciate the help - Ryo --- Ryo Ogata ( ryo.ogata at gmail.com ) From jvdwege at xs4all.nl Tue Oct 4 02:37:42 2011 From: jvdwege at xs4all.nl (Joop) Date: Tue, 04 Oct 2011 08:37:42 +0200 Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <32586944.post@talk.nabble.com> References: <32586944.post@talk.nabble.com> Message-ID: <4E8AA9B6.5030907@xs4all.nl> josh.cole wrote: > I tried tweaking Modify.html in > /opt/rt4/share/html/Ticket/Elements/ShowBasics.html to remove those fields > but removing them there doesn't appear to do the trick. I want the Time > Worked field but don't need the others. If anyone can point me in the right > direction, it would be much appreciated! > Sorry did only reply to Josh. Did you stop your webserver en clean your mason cache before restarting you webserver? Regards, Joop From justin.hayes at openbet.com Tue Oct 4 04:24:41 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Tue, 4 Oct 2011 09:24:41 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: <8498CE96-1124-4519-9BA8-6DECA06F291F@openbet.com> References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> <20111003140330.GP40151@jibsheet.com> <8498CE96-1124-4519-9BA8-6DECA06F291F@openbet.com> Message-ID: The only difference between this and my other queues appears to be that whereas for all my other queues all requestors are in Groups, with quite a few rights, the requestors on this queue do not, and only have CreateTicket and ReplyToTicket from the Everyone group. I've got another Scrip that sends IM messages on correspond, and that doesn't work on that queue either for these external requestors. However if I put a reply on with my account it works.... Do you need ShowTicket or SeeQueue to get these scrips to work or something? Justin ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 On 3 Oct 2011, at 15:49, Justin Hayes wrote: > I can't see anything applicable in the logs (either the debug log of the syslog) after that line. The template is the default global correspondence one. > > ------------------------------------------------- > Justin Hayes > OpenBet Head of Support > justin.hayes at openbet.com > +44 (0)20 8987 0715 > +44 (0)7808 772 059 > > On 3 Oct 2011, at 15:03, Kevin Falcone wrote: > >> On Mon, Oct 03, 2011 at 12:13:03PM +0100, Justin Hayes wrote: >>> It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch. >>> >>> For a ticket in this queue I see the following line of logging: >>> >>> [Mon Oct 3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s) (/opt/rt_support.openbet >>> .com/bin/../lib/RT/Scrips_Overlay.pm:370) >>> >>> But then nothing after that..... >> >> At the least, it should tell you that those 2 weren't applicable in >> the logs. Check also that your Template for the Notify Owner scrip is >> valid in the queue where the scrip isn't working. >> >> -kevin >> >> >>> On 30 Sep 2011, at 16:13, Kevin Falcone wrote: >>> >>>> On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: >>>>> RT 3.6.8 >>>>> >>>>> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. >>>>> >>>>> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. >>>>> >>>>> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. >>>>> >>>>> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? >>>> >>>> And what do your debug logs say happens on correspondence? >>>> >>>> -kevin >>>> -------- >>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>> * San Francisco, CA, USA ? October 18 & 19, 2011 >>>> * Washington DC, USA ? October 31 & November 1, 2011 >>>> * Melbourne VIC, Australia ? November 28 & 29, 2011 >>>> * Barcelona, Spain ? November 28 & 29, 2011 >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * San Francisco, CA, USA October 18 & 19, 2011 >>> * Washington DC, USA October 31 & November 1, 2011 >>> * Melbourne VIC, Australia November 28 & 29, 2011 >>> * Barcelona, Spain November 28 & 29, 2011 >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From bart at pleh.info Tue Oct 4 07:51:42 2011 From: bart at pleh.info (Bart) Date: Tue, 4 Oct 2011 13:51:42 +0200 Subject: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody Message-ID: Hi, I'm currently struggling with this scrip, in separate parts it works but together it kinda makes a mess O_o Some background on the scrip. We want the ticket owner to be set to Nobody on close, when tickets reopen they will show up in the New/nobody queue for everyone in a support group to pickup instead of the previous owner. But, we do want the ability to make a simple search query on resolved tickets and sort them by owner. Basically for our managers so they can see if the tickets are distributed evenly, etc. For that purpose I figured I could fill in the owner name into a CF and have the actual owner set to nobody. Below the scrip: my $my_owner = $self->TicketObj->OwnerObj->Name; > $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => > $my_owner); > my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); > return 1; What happens is that the first two lines fill the current owner's name into a CF called "Last Owner". After that it should change the owner to Nobody, in my case the UID of Nobody is number 6. I've set it to force since it doesn't always work correctly if you leave the force bit out. When I run this scrip separately it works, I can set the owner to nobody + if I leave the last bit out I'm able to set the current owner in the CF called "Last Owner". But when using them together as shown in the scrip above it doesn't work the way I want it to. It then seems to first set the owner to nobody and then fill the CF with the username Nobody... So yes it works but I'm expecting the scrip to first get the old owner name and fill that one into the CF. I've also tried setting this first part into the "prep" code and the second part (changing the owner) into the cleanup code, but that doesn't seem to change anything. The other thing I've tried was changing the TransactionBatch to TransactionCreate and back. With TransactionCreate it doesn't fully work, when using TransactionBatch it does work but instead of the previous ticket owner it fills in the Nobody user... So, does anyone know a simple way to fix this? I'm expecting RT to sequentially do the above scrip but I guess I'm missing something in order for it to work. Thanks in advance. -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at openbet.com Tue Oct 4 07:54:44 2011 From: justin.hayes at openbet.com (Justin Hayes) Date: Tue, 4 Oct 2011 12:54:44 +0100 Subject: [rt-users] RT not sending emails to owners for specific queue In-Reply-To: References: <77753614-645B-4DAE-92DE-B60FAC53AA42@openbet.com> <20110930151322.GL40151@jibsheet.com> <76AF0AAA-1444-4E41-9BCA-C419D32948B1@openbet.com> <20111003140330.GP40151@jibsheet.com> <8498CE96-1124-4519-9BA8-6DECA06F291F@openbet.com> Message-ID: I've switched to TransactionCreate for these Scrips and my emails are working now.... ------------------------------------------------- Justin Hayes OpenBet Head of Support justin.hayes at openbet.com +44 (0)20 8987 0715 +44 (0)7808 772 059 On 4 Oct 2011, at 09:24, Justin Hayes wrote: > The only difference between this and my other queues appears to be that whereas for all my other queues all requestors are in Groups, with quite a few rights, the requestors on this queue do not, and only have CreateTicket and ReplyToTicket from the Everyone group. > > I've got another Scrip that sends IM messages on correspond, and that doesn't work on that queue either for these external requestors. However if I put a reply on with my account it works.... > > Do you need ShowTicket or SeeQueue to get these scrips to work or something? > > Justin > > ------------------------------------------------- > Justin Hayes > OpenBet Head of Support > justin.hayes at openbet.com > +44 (0)20 8987 0715 > +44 (0)7808 772 059 > > On 3 Oct 2011, at 15:49, Justin Hayes wrote: > >> I can't see anything applicable in the logs (either the debug log of the syslog) after that line. The template is the default global correspondence one. >> >> ------------------------------------------------- >> Justin Hayes >> OpenBet Head of Support >> justin.hayes at openbet.com >> +44 (0)20 8987 0715 >> +44 (0)7808 772 059 >> >> On 3 Oct 2011, at 15:03, Kevin Falcone wrote: >> >>> On Mon, Oct 03, 2011 at 12:13:03PM +0100, Justin Hayes wrote: >>>> It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch. >>>> >>>> For a ticket in this queue I see the following line of logging: >>>> >>>> [Mon Oct 3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s) (/opt/rt_support.openbet >>>> .com/bin/../lib/RT/Scrips_Overlay.pm:370) >>>> >>>> But then nothing after that..... >>> >>> At the least, it should tell you that those 2 weren't applicable in >>> the logs. Check also that your Template for the Notify Owner scrip is >>> valid in the queue where the scrip isn't working. >>> >>> -kevin >>> >>> >>>> On 30 Sep 2011, at 16:13, Kevin Falcone wrote: >>>> >>>>> On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote: >>>>>> RT 3.6.8 >>>>>> >>>>>> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the CreateTicket and ReplyToTicket rights. >>>>>> >>>>>> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights. >>>>>> >>>>>> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues. >>>>>> >>>>>> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip? >>>>> >>>>> And what do your debug logs say happens on correspondence? >>>>> >>>>> -kevin >>>>> -------- >>>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>>> * San Francisco, CA, USA ? October 18 & 19, 2011 >>>>> * Washington DC, USA ? October 31 & November 1, 2011 >>>>> * Melbourne VIC, Australia ? November 28 & 29, 2011 >>>>> * Barcelona, Spain ? November 28 & 29, 2011 >>>> >>>> -------- >>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>> * San Francisco, CA, USA October 18 & 19, 2011 >>>> * Washington DC, USA October 31 & November 1, 2011 >>>> * Melbourne VIC, Australia November 28 & 29, 2011 >>>> * Barcelona, Spain November 28 & 29, 2011 >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * San Francisco, CA, USA ? October 18 & 19, 2011 >>> * Washington DC, USA ? October 31 & November 1, 2011 >>> * Melbourne VIC, Australia ? November 28 & 29, 2011 >>> * Barcelona, Spain ? November 28 & 29, 2011 >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 From bart at pleh.info Tue Oct 4 08:01:31 2011 From: bart at pleh.info (Bart) Date: Tue, 4 Oct 2011 14:01:31 +0200 Subject: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody In-Reply-To: References: Message-ID: Never mind... I just stumbled upon the CreatorObj. Changed the scrip to the following: my $my_owner = $self->TicketObj->CreatorObj->Name; > $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => > $my_owner); > my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); > return 1; This gave me the result I wanted it to have :-) Problem solved. -- Bart 2011/10/4 Bart > Hi, > > I'm currently struggling with this scrip, in separate parts it works but > together it kinda makes a mess O_o > > Some background on the scrip. We want the ticket owner to be set to Nobody > on close, when tickets reopen they will show up in the New/nobody queue for > everyone in a support group to pickup instead of the previous owner. > But, we do want the ability to make a simple search query on resolved > tickets and sort them by owner. Basically for our managers so they can see > if the tickets are distributed evenly, etc. > For that purpose I figured I could fill in the owner name into a CF and > have the actual owner set to nobody. > > Below the scrip: > > my $my_owner = $self->TicketObj->OwnerObj->Name; >> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => >> $my_owner); >> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); >> return 1; > > > What happens is that the first two lines fill the current owner's name into > a CF called "Last Owner". > After that it should change the owner to Nobody, in my case the UID of > Nobody is number 6. I've set it to force since it doesn't always work > correctly if you leave the force bit out. > > When I run this scrip separately it works, I can set the owner to nobody + > if I leave the last bit out I'm able to set the current owner in the CF > called "Last Owner". > But when using them together as shown in the scrip above it doesn't work > the way I want it to. > > It then seems to first set the owner to nobody and then fill the CF with > the username Nobody... So yes it works but I'm expecting the scrip to first > get the old owner name and fill that one into the CF. > > I've also tried setting this first part into the "prep" code and the second > part (changing the owner) into the cleanup code, but that doesn't seem to > change anything. > The other thing I've tried was changing the TransactionBatch to > TransactionCreate and back. With TransactionCreate it doesn't fully work, > when using TransactionBatch it does work but instead of the previous ticket > owner it fills in the Nobody user... > > So, does anyone know a simple way to fix this? I'm expecting RT to > sequentially do the above scrip but I guess I'm missing something in order > for it to work. > > Thanks in advance. > > > -- Bart > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Tue Oct 4 09:58:49 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Tue, 4 Oct 2011 08:58:49 -0500 Subject: [rt-users] Limit Ticket History View to Correspondence and Create only In-Reply-To: References: <4E8334BC.6030305@mpexnet.de> <4E833861.10504@xs4all.nl><4E84AF2D.5000707@mpexnet.de> Message-ID: I want to implement this exact setting for unprivileged users. We do not have any special callbacks, and therefore don't have a directory structure like: /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction (we're using RT4.0.2, but the /opt/rt4/local/html directory is completely empty) My question again is where would I put the SkipTransaction code from below, and from where, and I guess how, would I call it? I'm not familiar with implementing Callbacks, so any help would be greatly appreciated. Thanks, Izz -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Braeuer Sent: Thursday, September 29, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limiting the information unprivileged users are ableto see via the webinterface Hello Joop, thanks a lot for this hint. This really saved my day. :) Actually, I finally achieved what I wanted to do with the following (in case someone else is looking for this): <%init> return if $session{'CurrentUser'}->Privileged; my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip This skips everything but Correspond and the initial Create message. Also thanks to Thomas about the "return" hint. Best regards, Lars From jvdwege at xs4all.nl Tue Oct 4 10:11:10 2011 From: jvdwege at xs4all.nl (Joop) Date: Tue, 04 Oct 2011 16:11:10 +0200 Subject: [rt-users] Limit Ticket History View to Correspondence and Create only In-Reply-To: References: <4E8334BC.6030305@mpexnet.de> <4E833861.10504@xs4all.nl><4E84AF2D.5000707@mpexnet.de> Message-ID: <4E8B13FE.7010607@xs4all.nl> Izz Abdullah wrote: > I want to implement this exact setting for unprivileged users. We do not have any special callbacks, and therefore don't have a directory structure like: > /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction (we're using RT4.0.2, but the /opt/rt4/local/html directory is completely empty) > > Create the directories needed and put the file in. Stop your webserver, clean your mason cache and restart your webserver and the transactions should be gone. > My question again is where would I put the SkipTransaction code from below, and from where, and I guess how, would I call it? I'm not familiar with implementing Callbacks, so any help would be greatly appreciated. > > Callbacks are called from RT code, you don't have to add the callback hooks, only the code must be there to be executed There is also an extension that does something like it through personal prefs and a system wide default you can supress transactions. RT-Extension-HistoryFilter Regards, Joop From SJC at qvii.com Tue Oct 4 10:18:19 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 4 Oct 2011 10:18:19 -0400 Subject: [rt-users] How do I enable ModifySelf globally? Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FE9CE1E@valkyrie.ogp.qvii.com> There is no group management to enable ModifySelf for all my users. How do I do this? None of my users can edit their profiles. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 4 10:28:09 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Oct 2011 10:28:09 -0400 Subject: [rt-users] How do I enable ModifySelf globally? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B830FE9CE1E@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B830FE9CE1E@valkyrie.ogp.qvii.com> Message-ID: <4E8B17F9.7040900@bestpractical.com> On 10/04/2011 10:18 AM, Cena, Stephen (ext. 300) wrote: > There is no group management to enable ModifySelf for all my users. How > do I do this? None of my users can edit their profiles. Grant ModifySelf to Privileged globally. From josh.cole at fresno.edu Tue Oct 4 11:36:15 2011 From: josh.cole at fresno.edu (josh.cole) Date: Tue, 4 Oct 2011 08:36:15 -0700 (PDT) Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <4E8AA9B6.5030907@xs4all.nl> References: <32586944.post@talk.nabble.com> <4E8AA9B6.5030907@xs4all.nl> Message-ID: <32590090.post@talk.nabble.com> I looked in the mason cache folder and there was nothing inside of there. I did restart apache a few times, not sure if it empties that folder. Is there a RT command you run to clear cache? Joop wrote: > > josh.cole wrote: >> I tried tweaking Modify.html in >> /opt/rt4/share/html/Ticket/Elements/ShowBasics.html to remove those >> fields >> but removing them there doesn't appear to do the trick. I want the Time >> Worked field but don't need the others. If anyone can point me in the >> right >> direction, it would be much appreciated! >> > Sorry did only reply to Josh. > Did you stop your webserver en clean your mason cache before restarting > you webserver? > > Regards, > > Joop > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32590090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Tue Oct 4 12:25:23 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 4 Oct 2011 12:25:23 -0400 Subject: [rt-users] RT-Users Digest, Vol 91, Issue 13 References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FE9D060@valkyrie.ogp.qvii.com> Thomas: I've been looking. The only screen I've found ModifySelf on is if I go to User Rights under Global. I've seen nothing affiliated with Groups and ModifySelf. Which screen is it on? From SJC at qvii.com Tue Oct 4 12:29:06 2011 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 4 Oct 2011 12:29:06 -0400 Subject: [rt-users] Enable ModifySelf Message-ID: <4DD6AB329450D847913EA76D7F3C6B830FE9D068@valkyrie.ogp.qvii.com> Nevermind, I found it. I must have overlooked it in the Gloabal Groups. There it is is though.Plain as day. *smh* -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 4 12:32:44 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Oct 2011 12:32:44 -0400 Subject: [rt-users] RT-Users Digest, Vol 91, Issue 13 In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B830FE9D060@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B830FE9D060@valkyrie.ogp.qvii.com> Message-ID: <4E8B352C.3000609@bestpractical.com> On 10/04/2011 12:25 PM, Cena, Stephen (ext. 300) wrote: > Thomas: I've been looking. The only screen I've found ModifySelf on is > if I go to User Rights under Global. I've seen nothing affiliated with > Groups and ModifySelf. Which screen is it on? If you can grant a right to a user, you can grant the right to a group. You don't say what version of RT. Configuration -> Global -> Group Rights and then grant ModifySelf to your user-defined group or the system group Privileged. From DSilveira at prmg.mpf.gov.br Tue Oct 4 12:32:48 2011 From: DSilveira at prmg.mpf.gov.br (Daniel Silveira) Date: Tue, 04 Oct 2011 13:32:48 -0300 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: References: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> Message-ID: <4E8B0AFF.9C15.0003.0@prmg.mpf.gov.br> Ok. Put the log on both boxes. Preparation and Commit (clean-up): Condition: on transaction Action: User Defined Template: Global template: Blank Stage: TransactionBatch Custom condition: empty Custom action preparation code: $RT::Logger->info("Preparation-box - Id: ".$self->TransactionObj->Id); return 1; Custom action cleanup code: $RT::Logger->info("Commit-box - Id: ".$self->TransactionObj->Id); return 1; The log shows: [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1629):1) [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1635):1) [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1641):1) [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1647):1) It doesn't happen with "On Comment" or "On correspond". Only "On transaction". Any sugestion? What could be wrong? Daniel Silveira >>> Ruslan Zakirov 09/30/11 7:16 pm >>> Hi, Add logging into preparation and commit blocks at the same time. It's expected that preparation stage can be executed several times and commit code never executed. This is the reason why you shouldn't change anything in the preparation code. On Fri, Sep 30, 2011 at 9:09 PM, Daniel Silveira wrote: > I tried both action boxes, the same problem happened. > My RT is 4.0.2 fresh install, imported database from RT 3.8.8. > To add more info, I changed the log a bit. The configuration now is: > > Condition: on transaction > Action: User Defined > Template: Global template: Blank > Stage: TransactionBatch > > Custom condition: > empty > Custom action preparation code: > $RT::Logger->info("Id: ".$self->TransactionObj->Id); > $RT::Logger->info("Field: ".$self->TransactionObj->Field); > $RT::Logger->info("Type: ".$self->TransactionObj->Type); > $RT::Logger->info("NewValue: ".$self->TransactionObj->NewValue ); > return 1; > Custom action cleanup code: > return 1; > > The log after changing the Time Worked to 30min: > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1836):1) > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1836):2) > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1836):3) > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1836):4) > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1854):1) > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1854):2) > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1854):3) > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1854):4) > I noticed that the problem doesn't happen when the scrip is acting upon "on > comment" condition. > But with other conditions like "On Status Change" and "On Owner Change" the > problem persists. > If I change the action to "Send Email", which is what i want, the system > sends 2 emails. > > Thanks in advance. > Daniel Silveira >>>> Kevin Falcone 09/29/11 6:56 pm >>> > On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: >> Hi, >> >> I have the exact same problem with a very simple test-only scrip: >> >> Condition: on a transaction >> Action: user defined >> Stage: TransactionBatch >> >> Action code: >> $RT::Logger->info($self->TransactionObj->Id); > > There are two action boxes. > > Custom action preparation code: > Custom action cleanup code: > > Which one did you put the log in. > What did you put in the other one. > > -kevin > >> Every transaction generated fires twice this scrip. If I chage the >> stage to TransactionCreate, >> then it works. >> >> Logfile: >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) >> Thank you. >> Daniel Silveira >> >> On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: >> > Hi, >> > >> > I have a scrip to to check when the ticket status changes. If I put it >> as TransactionBatch mode, >> > each time I change the ticket status, the scrip got fired twice and >> there will be dupllicated emails >> > sent out. I had to use TransactionBatch, since we want an email >> notification to be sent out when >> > either >> > 1. the user use reply and modify the ticket status >> > 2. modify the ticket status >> > >> > TransactionBatch works fine when user reply and modify ticket status >> but got duplicated emails when >> > just change ticket status. >> >> Please show your scrip configuration >> >> -kevin > >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Melbourne VIC, Australia ? November 28 & 29, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 4 13:23:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 13:23:47 -0400 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: <4E8B0AFF.9C15.0003.0@prmg.mpf.gov.br> References: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> <4E8B0AFF.9C15.0003.0@prmg.mpf.gov.br> Message-ID: <20111004172347.GH37710@jibsheet.com> Have a look at http://issues.bestpractical.com/Ticket/Display.html?id=18426 -kevin On Tue, Oct 04, 2011 at 01:32:48PM -0300, Daniel Silveira wrote: > Ok. > Put the log on both boxes. Preparation and Commit (clean-up): > > Condition: on transaction > Action: User Defined > Template: Global template: Blank > Stage: TransactionBatch > Custom condition: > empty > Custom action preparation code: > $RT::Logger->info("Preparation-box - Id: ".$self->TransactionObj->Id); > return 1; > Custom action cleanup code: > $RT::Logger->info("Commit-box - Id: ".$self->TransactionObj->Id); > return 1; > > > The log shows: > [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1629):1) > [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1635):1) > [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1641):1) > [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1647):1) > It doesn't happen with "On Comment" or "On correspond". Only "On transaction". > Any sugestion? > What could be wrong? > Daniel Silveira > >>> Ruslan Zakirov 09/30/11 7:16 pm >>> > Hi, > > Add logging into preparation and commit blocks at the same time. It's > expected that preparation stage can be executed several times and > commit code never executed. This is the reason why you shouldn't > change anything in the preparation code. > > On Fri, Sep 30, 2011 at 9:09 PM, Daniel Silveira > wrote: > > I tried both action boxes, the same problem happened. > > My RT is 4.0.2 fresh install, imported database from RT 3.8.8. > > To add more info, I changed the log a bit. The configuration now is: > > > > Condition: on transaction > > Action: User Defined > > Template: Global template: Blank > > Stage: TransactionBatch > > > > Custom condition: > > empty > > Custom action preparation code: > > $RT::Logger->info("Id: ".$self->TransactionObj->Id); > > $RT::Logger->info("Field: ".$self->TransactionObj->Field); > > $RT::Logger->info("Type: ".$self->TransactionObj->Type); > > $RT::Logger->info("NewValue: ".$self->TransactionObj->NewValue ); > > return 1; > > Custom action cleanup code: > > return 1; > > > > The log after changing the Time Worked to 30min: > > > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1836):1) > > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1836):2) > > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1836):3) > > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1836):4) > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1854):1) > > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1854):2) > > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1854):3) > > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1854):4) > > I noticed that the problem doesn't happen when the scrip is acting upon "on > > comment" condition. > > But with other conditions like "On Status Change" and "On Owner Change" the > > problem persists. > > If I change the action to "Send Email", which is what i want, the system > > sends 2 emails. > > > > Thanks in advance. > > Daniel Silveira > >>>> Kevin Falcone 09/29/11 6:56 pm >>> > > On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: > >> Hi, > >> > >> I have the exact same problem with a very simple test-only scrip: > >> > >> Condition: on a transaction > >> Action: user defined > >> Stage: TransactionBatch > >> > >> Action code: > >> $RT::Logger->info($self->TransactionObj->Id); > > > > There are two action boxes. > > > > Custom action preparation code: > > Custom action cleanup code: > > > > Which one did you put the log in. > > What did you put in the other one. > > > > -kevin > > > >> Every transaction generated fires twice this scrip. If I chage the > >> stage to TransactionCreate, > >> then it works. > >> > >> Logfile: > >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) > >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) > >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) > >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) > >> Thank you. > >> Daniel Silveira > >> > >> On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: > >> > Hi, > >> > > >> > I have a scrip to to check when the ticket status changes. If I put it > >> as TransactionBatch mode, > >> > each time I change the ticket status, the scrip got fired twice and > >> there will be dupllicated emails > >> > sent out. I had to use TransactionBatch, since we want an email > >> notification to be sent out when > >> > either > >> > 1. the user use reply and modify the ticket status > >> > 2. modify the ticket status > >> > > >> > TransactionBatch works fine when user reply and modify ticket status > >> but got duplicated emails when > >> > just change ticket status. > >> > >> Please show your scrip configuration > >> > >> -kevin > > > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * San Francisco, CA, USA ? October 18 & 19, 2011 > >> * Washington DC, USA ? October 31 & November 1, 2011 > >> * Melbourne VIC, Australia ? November 28 & 29, 2011 > >> * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA -- October 18 & 19, 2011 > > * Washington DC, USA -- October 31 & November 1, 2011 > > * Melbourne VIC, Australia -- November 28 & 29, 2011 > > * Barcelona, Spain -- November 28 & 29, 2011 > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * 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 jvdwege at xs4all.nl Tue Oct 4 13:42:39 2011 From: jvdwege at xs4all.nl (Joop) Date: Tue, 04 Oct 2011 19:42:39 +0200 Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <32590090.post@talk.nabble.com> References: <32586944.post@talk.nabble.com> <4E8AA9B6.5030907@xs4all.nl> <32590090.post@talk.nabble.com> Message-ID: <4E8B458F.7040305@xs4all.nl> josh.cole wrote: > I looked in the mason cache folder and there was nothing inside of there. I > did restart apache a few times, not sure if it empties that folder. Is there > a RT command you run to clear cache? > > Do you have DevelopMode set to true or on? If RT is installed from source then the mason cache should be in: /opt/rt4/var/mason_data/obj/ rm -Rf /opt/rt4/var/mason_data/obj/* should do the trick. If RT in installed through a package manager then you'll need to find the mason cache by hand. Regards, Joop From dstrobel at flexstar.com Tue Oct 4 14:21:22 2011 From: dstrobel at flexstar.com (Zoedog) Date: Tue, 4 Oct 2011 11:21:22 -0700 (PDT) Subject: [rt-users] setting and locking priorities Message-ID: <32591242.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-priorities-tp32591242p32591242.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dstrobel at flexstar.com Tue Oct 4 14:21:38 2011 From: dstrobel at flexstar.com (Zoedog) Date: Tue, 4 Oct 2011 11:21:38 -0700 (PDT) Subject: [rt-users] setting and locking priorities Message-ID: <32591243.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-priorities-tp32591243p32591243.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Oct 4 14:27:01 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Oct 2011 20:27:01 +0200 Subject: [rt-users] setting and locking priorities In-Reply-To: <32591243.post@talk.nabble.com> References: <32591243.post@talk.nabble.com> Message-ID: Hi, Sort of locking can be done with PriorityAsString extension. Locking changes to admins would require some hacking and probably in PriorityAsString extension. On Tue, Oct 4, 2011 at 8:21 PM, 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. > -- > View this message in context: http://old.nabble.com/setting-and-locking-priorities-tp32591243p32591243.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From gino.lisignoli at opus.co.nz Tue Oct 4 15:18:12 2011 From: gino.lisignoli at opus.co.nz (Gino Lisignoli) Date: Wed, 05 Oct 2011 08:18:12 +1300 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <20111003141234.GU40151@jibsheet.com> References: <4E88D7C3.2020704@opus.co.nz> <20111003141234.GU40151@jibsheet.com> Message-ID: <4E8B5BF4.2060904@opus.co.nz> I'm now logging to /opt/rt4/log but the only error message I get (debug) is: [Mon Oct 3 21:02:48 2011] [error]: FAILED LOGIN for gino.lisignoli at foo.co.nz from xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) I've tried commenting out our ldap authentication method but that hasn't helped. What method can I use to set the root password for rt4 in mysql? On 04/10/11 03:12, Kevin Falcone wrote: > On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: >> Hello >> >> I'm having login problems with my upgrade from 3.8.1 to 4.0.2. >> I have followed the installation instructions, gotten all the cpan >> packages, configured and built 4.0.2 successfully. >> >> Then I have run the upgrade, >> /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade >> Cleared the mason cache dir >> etc/upgrade/vulnerable-passwords >> >> But no existing users can login. If I can manually reset the >> passwords in the pgsql database then I'm not too worried about >> loosing the passwords, but what encoding method do I need to use to >> reset them with. >> >> Could this be an ldap problem? I tried looking through the logs but >> none are being generated in /opt/rt4/var/log > What are you using to do ldap? > Unless you've configured it, RT doesn't log to /opt/rt4/var/log by > default. > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Melbourne VIC, Australia --- November 28& 29, 2011 > * Barcelona, Spain --- November 28& 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 4 15:45:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 15:45:38 -0400 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <4E8B5BF4.2060904@opus.co.nz> References: <4E88D7C3.2020704@opus.co.nz> <20111003141234.GU40151@jibsheet.com> <4E8B5BF4.2060904@opus.co.nz> Message-ID: <20111004194538.GI37710@jibsheet.com> On Wed, Oct 05, 2011 at 08:18:12AM +1300, Gino Lisignoli wrote: > I'm now logging to /opt/rt4/log but the only error message I get (debug) is: > > [Mon Oct 3 21:02:48 2011] [error]: FAILED LOGIN for [1]gino.lisignoli at foo.co.nz from > xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) > > I've tried commenting out our ldap authentication method but that hasn't helped. What are you using to do ldap authentication? You should be using the current version of RT-Authen-ExternalAuth available on CPAN. > What method can I use to set the root password for rt4 in mysql? http://requesttracker.wikia.com/wiki/RecoverRootPassword -kevin > On 04/10/11 03:12, Kevin Falcone wrote: > > On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: > > Hello > > I'm having login problems with my upgrade from 3.8.1 to 4.0.2. > I have followed the installation instructions, gotten all the cpan > packages, configured and built 4.0.2 successfully. > > Then I have run the upgrade, > /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade > Cleared the mason cache dir > etc/upgrade/vulnerable-passwords > > But no existing users can login. If I can manually reset the > passwords in the pgsql database then I'm not too worried about > loosing the passwords, but what encoding method do I need to use to > reset them with. > > Could this be an ldap problem? I tried looking through the logs but > none are being generated in /opt/rt4/var/log > > What are you using to do ldap? > Unless you've configured it, RT doesn't log to /opt/rt4/var/log by > default. > > -kevin > > -------- > RT Training Sessions ([2]http://bestpractical.com/services/training.html) > * San Francisco, CA, USA -- October 18 & 19, 2011 > * Washington DC, USA -- October 31 & November 1, 2011 > * Melbourne VIC, Australia -- November 28 & 29, 2011 > * Barcelona, Spain -- November 28 & 29, 2011 > > References > > Visible links > 1. mailto:gino.lisignoli at foo.co.nz > 2. http://bestpractical.com/services/training.html > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * 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 gino.lisignoli at opus.co.nz Tue Oct 4 15:56:57 2011 From: gino.lisignoli at opus.co.nz (Gino Lisignoli) Date: Wed, 05 Oct 2011 08:56:57 +1300 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <20111004194538.GI37710@jibsheet.com> References: <4E88D7C3.2020704@opus.co.nz> <20111003141234.GU40151@jibsheet.com> <4E8B5BF4.2060904@opus.co.nz> <20111004194538.GI37710@jibsheet.com> Message-ID: <4E8B6509.10701@opus.co.nz> Ah, Turns out our previous administrator isn't using ldap for login authentication. I've disabled it for now but it hasn't had any effect. I've reset the root password and managed to login successfully. So no issues there. Then reset my user password and logged in, no problems. Then I tried the upgrade steps again with a fresh copy of the old database #make upgrade #/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade #etc/upgrade/vulnerable-passwords But the same problem happens when I try and login. On 05/10/11 08:45, Kevin Falcone wrote: > On Wed, Oct 05, 2011 at 08:18:12AM +1300, Gino Lisignoli wrote: >> I'm now logging to /opt/rt4/log but the only error message I get (debug) is: >> >> [Mon Oct 3 21:02:48 2011] [error]: FAILED LOGIN for [1]gino.lisignoli at foo.co.nz from >> xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) >> >> I've tried commenting out our ldap authentication method but that hasn't helped. > What are you using to do ldap authentication? > You should be using the current version of RT-Authen-ExternalAuth > available on CPAN. > >> What method can I use to set the root password for rt4 in mysql? > http://requesttracker.wikia.com/wiki/RecoverRootPassword > > -kevin > >> On 04/10/11 03:12, Kevin Falcone wrote: >> >> On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: >> >> Hello >> >> I'm having login problems with my upgrade from 3.8.1 to 4.0.2. >> I have followed the installation instructions, gotten all the cpan >> packages, configured and built 4.0.2 successfully. >> >> Then I have run the upgrade, >> /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade >> Cleared the mason cache dir >> etc/upgrade/vulnerable-passwords >> >> But no existing users can login. If I can manually reset the >> passwords in the pgsql database then I'm not too worried about >> loosing the passwords, but what encoding method do I need to use to >> reset them with. >> >> Could this be an ldap problem? I tried looking through the logs but >> none are being generated in /opt/rt4/var/log >> >> What are you using to do ldap? >> Unless you've configured it, RT doesn't log to /opt/rt4/var/log by >> default. >> >> -kevin >> >> -------- >> RT Training Sessions ([2]http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA -- October 18& 19, 2011 >> * Washington DC, USA -- October 31& November 1, 2011 >> * Melbourne VIC, Australia -- November 28& 29, 2011 >> * Barcelona, Spain -- November 28& 29, 2011 >> >> References >> >> Visible links >> 1. mailto:gino.lisignoli at foo.co.nz >> 2. http://bestpractical.com/services/training.html >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA ? October 18& 19, 2011 >> * Washington DC, USA ? October 31& November 1, 2011 >> * Barcelona, Spain ? November 28& 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Barcelona, Spain --- November 28& 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From landman at scalableinformatics.com Tue Oct 4 15:56:28 2011 From: landman at scalableinformatics.com (Joe Landman) Date: Tue, 04 Oct 2011 15:56:28 -0400 Subject: [rt-users] Not precisely sure how to do this ... guidance and clues requested Message-ID: <4E8B64EC.4010405@scalableinformatics.com> Hi folks We are using RT (3.8.7 right now) for ticketing. Mostly for email for our customers. We'd like to give them web access, but we want to make sure that users can only see either "public" tickets or their own tickets. Not sure how to do this. We've RTFMed a number of times, played with adding groups, and other things. In the end, we keep running into web users seem to be granted all rights to see everything regardless of how they are created. Has anyone done anything like what I am indicating? Is there a howto somewhere on this? Or is RT philosophically against the concept (and therefore I shouldn't ask the question, sort of like the deleting users issue). Thanks in advance. Joe -- Joseph Landman, Ph.D Founder and CEO Scalable Informatics Inc. email: landman at scalableinformatics.com web : http://scalableinformatics.com http://scalableinformatics.com/sicluster phone: +1 734 786 8423 x121 fax : +1 866 888 3112 cell : +1 734 612 4615 From theitsmith at gmail.com Tue Oct 4 16:22:24 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 4 Oct 2011 13:22:24 -0700 Subject: [rt-users] LDAP authentication best practices In-Reply-To: References: Message-ID: Thanks again Ruslan! I've got this mostly working but I'm missing something and I'm just not seeing what that is... Apache auth via LDAP (mod_auth_ldap) is working correctly--the user gets into RT, but no options are available except "Tickets" (along with Open, Create, etc, within the Tickets menu). And the new user can see that they're logged in, "Logged in as user". However, their user account is not being created within the RT database and their are no available options for their account (no drop-down for "Logged in as user") under their login. I'm seeing these errors when each new user connects to RT. [Tue Oct 4 20:04:22 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Oct 4 20:04:22 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Oct 4 20:04:22 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) If the user already exists, however, login works fine and the user is able to function as expected in RT. What am I missing here? I've looked at (and for) the various "auto create" options but haven't gotten very far with this. WebExternalAuth and WebExternalAuto are both set to 1. On Mon, Oct 3, 2011 at 3:19 PM, Ruslan Zakirov wrote: > Hi, > > > On Tue, Oct 4, 2011 at 12:14 AM, Thomas Smith wrote: >> Thanks Ruslan! >> >> Yes, I am looking for SSO. I also left out RT (4.0.2) and Apache > > If you need SSO then you should teach your apache to do that. You do > SSO in apache > then use WebExternalAuth option so RT pickups user name from apache. > In combination > you can use either LDAPImport or ExternalAuth extensions to fetch > additional info from > LDAP and keep it up to date in RT. > > >> (2.0.63) versions. This server is currently running on COS 4.8 but >> will soon be upgraded to 6. I also performed the RT upgrade from 3.8.8 >> last night (not sure if that matters for this question though). >> >> On Mon, Oct 3, 2011 at 3:03 PM, Ruslan Zakirov wrote: >>> Hi, >>> >>> On Mon, Oct 3, 2011 at 11:28 PM, Thomas Smith wrote: >>>> Hi, >>>> >>>> I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD >>>> server. I've seen a few different ways to do this on the website and >>>> through Google-ing but none are consistent and none cover all that I'd >>>> like to accomplish with this. >>>> >>>> What I'd like to do is this: >>>> >>>> ? ?* Authenticate users against AD who login through the web >>>> interface. As part of this authentication (for non-existent RT users), >>>> create the user's account using their AD username as their RT Username >>>> and their AD primary SMTP address as their RT Email. >>>> ? ?* When non-existing users submit a ticket via email, have RT check >>>> that email against AD and if it find a user associated with that >>>> email, create a new account using the user's AD username as RT's >>>> Username and the user's AD email address as RT's Email. >>>> ? ?* Reject all other requests (and auto creations) for users who >>>> don't already exist in AD or the local RT user database. >>>> >>>> Is it possible to do all of these things? >>> >>> >>> See http://requesttracker.wikia.com/wiki/LDAP >>> >>> You didn't say if you need SSO or not. >>> >>> To check and add users when they send emails and don't exist in the >>> system, you need RT::Authen::ExternalAuth. If you need SSO and LDAP is >>> quite static then you can use apache for SSO and LDAPImport [1] to >>> periodically import and/or update users. >>> >>> [1] http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README >>> >>> >>> >>> >>> >>>> >>>> -- >>>> Thomas Smith >>>> Cell: 602-882-2917 >>>> -------- >>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >>>> * ?Washington DC, USA ?October 31 & November 1, 2011 >>>> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 >>>> * ?Barcelona, Spain ?November 28 & 29, 2011 >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Thomas Smith >> Cell: 602-882-2917 >> > > > > -- > Best regards, Ruslan. > -- Thomas Smith Cell: 602-882-2917 From falcone at bestpractical.com Tue Oct 4 16:35:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 16:35:12 -0400 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <4E8B6509.10701@opus.co.nz> References: <4E88D7C3.2020704@opus.co.nz> <20111003141234.GU40151@jibsheet.com> <4E8B5BF4.2060904@opus.co.nz> <20111004194538.GI37710@jibsheet.com> <4E8B6509.10701@opus.co.nz> Message-ID: <20111004203512.GJ37710@jibsheet.com> On Wed, Oct 05, 2011 at 08:56:57AM +1300, Gino Lisignoli wrote: > Ah, Turns out our previous administrator isn't using ldap for login > authentication. I've disabled it for now but it hasn't had any > effect. > > I've reset the root password and managed to login successfully. So > no issues there. Then reset my user password and logged in, no > problems. > > Then I tried the upgrade steps again with a fresh copy of the old database > > #make upgrade > #/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade > #etc/upgrade/vulnerable-passwords > > But the same problem happens when I try and login. Check for any local overrides of User* and anything else in local/ But really, to debug this would require seeing what one of your password hashes looks like and the schema of your Users table. Keep in mind that the hashing scheme before 3.8.10 had weaknesses so you may not wish to post a hash publicly if your RT is accessible from the public internet. -kevin > On 05/10/11 08:45, Kevin Falcone wrote: > >On Wed, Oct 05, 2011 at 08:18:12AM +1300, Gino Lisignoli wrote: > >> I'm now logging to /opt/rt4/log but the only error message I get (debug) is: > >> > >> [Mon Oct 3 21:02:48 2011] [error]: FAILED LOGIN for [1]gino.lisignoli at foo.co.nz from > >> xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) > >> > >> I've tried commenting out our ldap authentication method but that hasn't helped. > >What are you using to do ldap authentication? > >You should be using the current version of RT-Authen-ExternalAuth > >available on CPAN. > > > >> What method can I use to set the root password for rt4 in mysql? > >http://requesttracker.wikia.com/wiki/RecoverRootPassword > > > >-kevin > > > >> On 04/10/11 03:12, Kevin Falcone wrote: > >> > >> On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: > >> > >> Hello > >> > >> I'm having login problems with my upgrade from 3.8.1 to 4.0.2. > >> I have followed the installation instructions, gotten all the cpan > >> packages, configured and built 4.0.2 successfully. > >> > >> Then I have run the upgrade, > >> /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade > >> Cleared the mason cache dir > >> etc/upgrade/vulnerable-passwords > >> > >> But no existing users can login. If I can manually reset the > >> passwords in the pgsql database then I'm not too worried about > >> loosing the passwords, but what encoding method do I need to use to > >> reset them with. > >> > >> Could this be an ldap problem? I tried looking through the logs but > >> none are being generated in /opt/rt4/var/log > >> > >> What are you using to do ldap? > >> Unless you've configured it, RT doesn't log to /opt/rt4/var/log by > >> default. > >> > >> -kevin > >> > >> -------- > >> RT Training Sessions ([2]http://bestpractical.com/services/training.html) > >> * San Francisco, CA, USA -- October 18& 19, 2011 > >> * Washington DC, USA -- October 31& November 1, 2011 > >> * Melbourne VIC, Australia -- November 28& 29, 2011 > >> * Barcelona, Spain -- November 28& 29, 2011 > >> > >>References > >> > >> Visible links > >> 1. mailto:gino.lisignoli at foo.co.nz > >> 2. http://bestpractical.com/services/training.html > >>-------- > >>RT Training Sessions (http://bestpractical.com/services/training.html) > >>* San Francisco, CA, USA ? October 18& 19, 2011 > >>* Washington DC, USA ? October 31& November 1, 2011 > >>* Barcelona, Spain ? November 28& 29, 2011 > > > > > >-------- > >RT Training Sessions (http://bestpractical.com/services/training.html) > >* San Francisco, CA, USA --- October 18& 19, 2011 > >* Washington DC, USA --- October 31& November 1, 2011 > >* 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 Oct 4 16:36:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 16:36:09 -0400 Subject: [rt-users] Not precisely sure how to do this ... guidance and clues requested In-Reply-To: <4E8B64EC.4010405@scalableinformatics.com> References: <4E8B64EC.4010405@scalableinformatics.com> Message-ID: <20111004203609.GK37710@jibsheet.com> On Tue, Oct 04, 2011 at 03:56:28PM -0400, Joe Landman wrote: > Hi folks > > We are using RT (3.8.7 right now) for ticketing. Mostly for email > for our customers. We'd like to give them web access, but we want > to make sure that users can only see either "public" tickets or > their own tickets. Sounds like you want to look into the SelfService interface. If you're using the privileged interface and users can see too many tickets then you've granted ShowTicket globally or to too wide a set of users. > Not sure how to do this. We've RTFMed a number of times, played > with adding groups, and other things. In the end, we keep running > into web users seem to be granted all rights to see everything > regardless of how they are created. > > Has anyone done anything like what I am indicating? Is there a > howto somewhere on this? Or is RT philosophically against the > concept (and therefore I shouldn't ask the question, sort of like > the deleting users issue). > > Thanks in advance. > -------------- 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 Oct 4 16:37:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 16:37:40 -0400 Subject: [rt-users] LDAP authentication best practices In-Reply-To: References: Message-ID: <20111004203740.GL37710@jibsheet.com> On Tue, Oct 04, 2011 at 01:22:24PM -0700, Thomas Smith wrote: > Thanks again Ruslan! > > I've got this mostly working but I'm missing something and I'm just > not seeing what that is... > > Apache auth via LDAP (mod_auth_ldap) is working correctly--the user > gets into RT, but no options are available except "Tickets" (along > with Open, Create, etc, within the Tickets menu). And the new user can > see that they're logged in, "Logged in as user". However, their user > account is not being created within the RT database and their are no > available options for their account (no drop-down for "Logged in as > user") under their login. Sounds like users are being created Unprivileged. Use $AutoCreate in RT_SiteConfig.pm if you wish them to be created Privileged. You can search for and make users Privileged from the user admin pages. They will not be listed in the list of current users if they are Unprivilged (but will have records in the Users table). -kevin > I'm seeing these errors when each new user connects to RT. > > [Tue Oct 4 20:04:22 2011] [debug]: Attempting to use external auth > service: My_LDAP > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > [Tue Oct 4 20:04:22 2011] [debug]: SSO Failed and no user to test > with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) > [Tue Oct 4 20:04:22 2011] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > > If the user already exists, however, login works fine and the user is > able to function as expected in RT. > > What am I missing here? I've looked at (and for) the various "auto > create" options but haven't gotten very far with this. WebExternalAuth > and WebExternalAuto are both set to 1. > > > On Mon, Oct 3, 2011 at 3:19 PM, Ruslan Zakirov wrote: > > Hi, > > > > > > On Tue, Oct 4, 2011 at 12:14 AM, Thomas Smith wrote: > >> Thanks Ruslan! > >> > >> Yes, I am looking for SSO. I also left out RT (4.0.2) and Apache > > > > If you need SSO then you should teach your apache to do that. You do > > SSO in apache > > then use WebExternalAuth option so RT pickups user name from apache. > > In combination > > you can use either LDAPImport or ExternalAuth extensions to fetch > > additional info from > > LDAP and keep it up to date in RT. > > > > > >> (2.0.63) versions. This server is currently running on COS 4.8 but > >> will soon be upgraded to 6. I also performed the RT upgrade from 3.8.8 > >> last night (not sure if that matters for this question though). > >> > >> On Mon, Oct 3, 2011 at 3:03 PM, Ruslan Zakirov wrote: > >>> Hi, > >>> > >>> On Mon, Oct 3, 2011 at 11:28 PM, Thomas Smith wrote: > >>>> Hi, > >>>> > >>>> I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD > >>>> server. I've seen a few different ways to do this on the website and > >>>> through Google-ing but none are consistent and none cover all that I'd > >>>> like to accomplish with this. > >>>> > >>>> What I'd like to do is this: > >>>> > >>>> ? ?* Authenticate users against AD who login through the web > >>>> interface. As part of this authentication (for non-existent RT users), > >>>> create the user's account using their AD username as their RT Username > >>>> and their AD primary SMTP address as their RT Email. > >>>> ? ?* When non-existing users submit a ticket via email, have RT check > >>>> that email against AD and if it find a user associated with that > >>>> email, create a new account using the user's AD username as RT's > >>>> Username and the user's AD email address as RT's Email. > >>>> ? ?* Reject all other requests (and auto creations) for users who > >>>> don't already exist in AD or the local RT user database. > >>>> > >>>> Is it possible to do all of these things? > >>> > >>> > >>> See http://requesttracker.wikia.com/wiki/LDAP > >>> > >>> You didn't say if you need SSO or not. > >>> > >>> To check and add users when they send emails and don't exist in the > >>> system, you need RT::Authen::ExternalAuth. If you need SSO and LDAP is > >>> quite static then you can use apache for SSO and LDAPImport [1] to > >>> periodically import and/or update users. > >>> > >>> [1] http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README > >>> > >>> > >>> > >>> > >>> > >>>> > >>>> -- > >>>> Thomas Smith > >>>> Cell: 602-882-2917 > >>>> -------- > >>>> RT Training Sessions (http://bestpractical.com/services/training.html) > >>>> * ?San Francisco, CA, USA ?October 18 & 19, 2011 > >>>> * ?Washington DC, USA ?October 31 & November 1, 2011 > >>>> * ?Melbourne VIC, Australia ?November 28 & 29, 2011 > >>>> * ?Barcelona, Spain ?November 28 & 29, 2011 > >>>> > >>> > >>> > >>> > >>> -- > >>> Best regards, Ruslan. > >>> > >> > >> > >> > >> -- > >> Thomas Smith > >> Cell: 602-882-2917 > >> > > > > > > > > -- > > Best regards, Ruslan. > > > > > > -- > Thomas Smith > Cell: 602-882-2917 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * 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 gino.lisignoli at opus.co.nz Tue Oct 4 17:27:19 2011 From: gino.lisignoli at opus.co.nz (Gino Lisignoli) Date: Wed, 05 Oct 2011 10:27:19 +1300 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <20111004203512.GJ37710@jibsheet.com> References: <4E88D7C3.2020704@opus.co.nz> <20111003141234.GU40151@jibsheet.com> <4E8B5BF4.2060904@opus.co.nz> <20111004194538.GI37710@jibsheet.com> <4E8B6509.10701@opus.co.nz> <20111004203512.GJ37710@jibsheet.com> Message-ID: <4E8B7A37.3020406@opus.co.nz> It double turns out that we do use LDAP for authentication and that I didn't really look hard enough. Added Set( @Plugins, qw(RT::Authen::ExternalAuth) ); And now I get: [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) So I'm pretty sure my ldap isn't setup correctly in RT_SiteConfig.pm. *SIGH* Best examples to look for ldap authentication in 4.0.2? On 05/10/11 09:35, Kevin Falcone wrote: > On Wed, Oct 05, 2011 at 08:56:57AM +1300, Gino Lisignoli wrote: >> Ah, Turns out our previous administrator isn't using ldap for login >> authentication. I've disabled it for now but it hasn't had any >> effect. >> >> I've reset the root password and managed to login successfully. So >> no issues there. Then reset my user password and logged in, no >> problems. >> >> Then I tried the upgrade steps again with a fresh copy of the old database >> >> #make upgrade >> #/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade >> #etc/upgrade/vulnerable-passwords >> >> But the same problem happens when I try and login. > Check for any local overrides of User* and anything else in local/ > But really, to debug this would require seeing what one of your > password hashes looks like and the schema of your Users table. > Keep in mind that the hashing scheme before 3.8.10 had weaknesses so > you may not wish to post a hash publicly if your RT is accessible from > the public internet. > > -kevin > >> On 05/10/11 08:45, Kevin Falcone wrote: >>> On Wed, Oct 05, 2011 at 08:18:12AM +1300, Gino Lisignoli wrote: >>>> I'm now logging to /opt/rt4/log but the only error message I get (debug) is: >>>> >>>> [Mon Oct 3 21:02:48 2011] [error]: FAILED LOGIN for [1]gino.lisignoli at foo.co.nz from >>>> xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) >>>> >>>> I've tried commenting out our ldap authentication method but that hasn't helped. >>> What are you using to do ldap authentication? >>> You should be using the current version of RT-Authen-ExternalAuth >>> available on CPAN. >>> >>>> What method can I use to set the root password for rt4 in mysql? >>> http://requesttracker.wikia.com/wiki/RecoverRootPassword >>> >>> -kevin >>> >>>> On 04/10/11 03:12, Kevin Falcone wrote: >>>> >>>> On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: >>>> >>>> Hello >>>> >>>> I'm having login problems with my upgrade from 3.8.1 to 4.0.2. >>>> I have followed the installation instructions, gotten all the cpan >>>> packages, configured and built 4.0.2 successfully. >>>> >>>> Then I have run the upgrade, >>>> /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade >>>> Cleared the mason cache dir >>>> etc/upgrade/vulnerable-passwords >>>> >>>> But no existing users can login. If I can manually reset the >>>> passwords in the pgsql database then I'm not too worried about >>>> loosing the passwords, but what encoding method do I need to use to >>>> reset them with. >>>> >>>> Could this be an ldap problem? I tried looking through the logs but >>>> none are being generated in /opt/rt4/var/log >>>> >>>> What are you using to do ldap? >>>> Unless you've configured it, RT doesn't log to /opt/rt4/var/log by >>>> default. >>>> >>>> -kevin >>>> >>>> -------- >>>> RT Training Sessions ([2]http://bestpractical.com/services/training.html) >>>> * San Francisco, CA, USA -- October 18& 19, 2011 >>>> * Washington DC, USA -- October 31& November 1, 2011 >>>> * Melbourne VIC, Australia -- November 28& 29, 2011 >>>> * Barcelona, Spain -- November 28& 29, 2011 >>>> >>>> References >>>> >>>> Visible links >>>> 1. mailto:gino.lisignoli at foo.co.nz >>>> 2. http://bestpractical.com/services/training.html >>>> -------- >>>> RT Training Sessions (http://bestpractical.com/services/training.html) >>>> * San Francisco, CA, USA ? October 18& 19, 2011 >>>> * Washington DC, USA ? October 31& November 1, 2011 >>>> * Barcelona, Spain ? November 28& 29, 2011 >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * San Francisco, CA, USA --- October 18& 19, 2011 >>> * Washington DC, USA --- October 31& November 1, 2011 >>> * Barcelona, Spain --- November 28& 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Barcelona, Spain --- November 28& 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Tue Oct 4 17:34:26 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 4 Oct 2011 14:34:26 -0700 Subject: [rt-users] Cannot login with external auth user via mobile web UI In-Reply-To: Message-ID: On 10/3/11 10:35 AM, "Gary Greene" wrote: > On 10/3/11 7:11 AM, "Kevin Falcone" wrote: >> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote: >>> I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, >>> when I attempt to login via the Web UI on my iPhone with an External >>> account, it will not authenticate me against my AD user. >>> >>> Is this a known issue with the Mobile UI extension? If not, is there >>> anything special I need to do to get auth working for it? (I can login just >>> fine with ExternalAuth and the normal browser UI.) >> >> You haven't provided versions for RT, RT-Authen-ExternalAuth or >> RT-Extension-MobileUI. >> >> -kevin > > RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01 Am I the only one running into this issue? -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations, Minerva Networks Inc. Cell: (650) 704-6633 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2453 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 4 17:40:59 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 17:40:59 -0400 Subject: [rt-users] Upgrade 3.8.1 -> 4.0.2: Login problem In-Reply-To: <4E8B7A37.3020406@opus.co.nz> References: <4E88D7C3.2020704@opus.co.nz> <20111003141234.GU40151@jibsheet.com> <4E8B5BF4.2060904@opus.co.nz> <20111004194538.GI37710@jibsheet.com> <4E8B6509.10701@opus.co.nz> <20111004203512.GJ37710@jibsheet.com> <4E8B7A37.3020406@opus.co.nz> Message-ID: <20111004214059.GM37710@jibsheet.com> On Wed, Oct 05, 2011 at 10:27:19AM +1300, Gino Lisignoli wrote: > It double turns out that we do use LDAP for authentication and that > I didn't really look hard enough. > Added Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > And now I get: > > [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't > bind: LDAP_INVALID_DN_SYNTAX 34 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > > So I'm pretty sure my ldap isn't setup correctly in RT_SiteConfig.pm. *SIGH* > Best examples to look for ldap authentication in 4.0.2? The documentation that accompanies RT-Authen-ExternalAuth 0.09 -kevin > On 05/10/11 09:35, Kevin Falcone wrote: > >On Wed, Oct 05, 2011 at 08:56:57AM +1300, Gino Lisignoli wrote: > >>Ah, Turns out our previous administrator isn't using ldap for login > >>authentication. I've disabled it for now but it hasn't had any > >>effect. > >> > >>I've reset the root password and managed to login successfully. So > >>no issues there. Then reset my user password and logged in, no > >>problems. > >> > >>Then I tried the upgrade steps again with a fresh copy of the old database > >> > >>#make upgrade > >>#/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade > >>#etc/upgrade/vulnerable-passwords > >> > >>But the same problem happens when I try and login. > >Check for any local overrides of User* and anything else in local/ > >But really, to debug this would require seeing what one of your > >password hashes looks like and the schema of your Users table. > >Keep in mind that the hashing scheme before 3.8.10 had weaknesses so > >you may not wish to post a hash publicly if your RT is accessible from > >the public internet. > > > >-kevin > > > >>On 05/10/11 08:45, Kevin Falcone wrote: > >>>On Wed, Oct 05, 2011 at 08:18:12AM +1300, Gino Lisignoli wrote: > >>>> I'm now logging to /opt/rt4/log but the only error message I get (debug) is: > >>>> > >>>> [Mon Oct 3 21:02:48 2011] [error]: FAILED LOGIN for [1]gino.lisignoli at foo.co.nz from > >>>> xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655) > >>>> > >>>> I've tried commenting out our ldap authentication method but that hasn't helped. > >>>What are you using to do ldap authentication? > >>>You should be using the current version of RT-Authen-ExternalAuth > >>>available on CPAN. > >>> > >>>> What method can I use to set the root password for rt4 in mysql? > >>>http://requesttracker.wikia.com/wiki/RecoverRootPassword > >>> > >>>-kevin > >>> > >>>> On 04/10/11 03:12, Kevin Falcone wrote: > >>>> > >>>> On Mon, Oct 03, 2011 at 10:29:39AM +1300, Gino Lisignoli wrote: > >>>> > >>>> Hello > >>>> > >>>> I'm having login problems with my upgrade from 3.8.1 to 4.0.2. > >>>> I have followed the installation instructions, gotten all the cpan > >>>> packages, configured and built 4.0.2 successfully. > >>>> > >>>> Then I have run the upgrade, > >>>> /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade > >>>> Cleared the mason cache dir > >>>> etc/upgrade/vulnerable-passwords > >>>> > >>>> But no existing users can login. If I can manually reset the > >>>> passwords in the pgsql database then I'm not too worried about > >>>> loosing the passwords, but what encoding method do I need to use to > >>>> reset them with. > >>>> > >>>> Could this be an ldap problem? I tried looking through the logs but > >>>> none are being generated in /opt/rt4/var/log > >>>> > >>>> What are you using to do ldap? > >>>> Unless you've configured it, RT doesn't log to /opt/rt4/var/log by > >>>> default. > >>>> > >>>> -kevin > >>>> > >>>> -------- > >>>> RT Training Sessions ([2]http://bestpractical.com/services/training.html) > >>>> * San Francisco, CA, USA -- October 18& 19, 2011 > >>>> * Washington DC, USA -- October 31& November 1, 2011 > >>>> * Melbourne VIC, Australia -- November 28& 29, 2011 > >>>> * Barcelona, Spain -- November 28& 29, 2011 > >>>> > >>>>References > >>>> > >>>> Visible links > >>>> 1. mailto:gino.lisignoli at foo.co.nz > >>>> 2. http://bestpractical.com/services/training.html > >>>>-------- > >>>>RT Training Sessions (http://bestpractical.com/services/training.html) > >>>>* San Francisco, CA, USA ? October 18& 19, 2011 > >>>>* Washington DC, USA ? October 31& November 1, 2011 > >>>>* Barcelona, Spain ? November 28& 29, 2011 > >>> > >>>-------- > >>>RT Training Sessions (http://bestpractical.com/services/training.html) > >>>* San Francisco, CA, USA --- October 18& 19, 2011 > >>>* Washington DC, USA --- October 31& November 1, 2011 > >>>* Barcelona, Spain --- November 28& 29, 2011 > > > > > >-------- > >RT Training Sessions (http://bestpractical.com/services/training.html) > >* San Francisco, CA, USA --- October 18& 19, 2011 > >* Washington DC, USA --- October 31& November 1, 2011 > >* 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 Oct 4 17:51:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Oct 2011 17:51:37 -0400 Subject: [rt-users] Cannot login with external auth user via mobile web UI In-Reply-To: References: <20111003141150.GT40151@jibsheet.com> Message-ID: <20111004215137.GN37710@jibsheet.com> On Mon, Oct 03, 2011 at 10:35:47AM -0700, Gary Greene wrote: > On 10/3/11 7:11 AM, "Kevin Falcone" wrote: > > On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote: > >> I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, > >> when I attempt to login via the Web UI on my iPhone with an External > >> account, it will not authenticate me against my AD user. > >> > >> Is this a known issue with the Mobile UI extension? If not, is there > >> anything special I need to do to get auth working for it? (I can login just > >> fine with ExternalAuth and the normal browser UI.) > > > > You haven't provided versions for RT, RT-Authen-ExternalAuth or > > RT-Extension-MobileUI. > > > > -kevin > > RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01 I can't replicate with 3.8-trunk and the git versions of those modules (neither of which contain any fixes that look relevant). You're going to need to turn up the debugging logs and see what is going on. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ggreene at minervanetworks.com Tue Oct 4 17:58:00 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 4 Oct 2011 14:58:00 -0700 Subject: [rt-users] Cannot login with external auth user via mobile web UI In-Reply-To: <20111004215137.GN37710@jibsheet.com> Message-ID: On 10/4/11 2:51 PM, "Kevin Falcone" wrote: > On Mon, Oct 03, 2011 at 10:35:47AM -0700, Gary Greene wrote: >> On 10/3/11 7:11 AM, "Kevin Falcone" wrote: >>> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote: >>>> I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, >>>> when I attempt to login via the Web UI on my iPhone with an External >>>> account, it will not authenticate me against my AD user. >>>> >>>> Is this a known issue with the Mobile UI extension? If not, is there >>>> anything special I need to do to get auth working for it? (I can login just >>>> fine with ExternalAuth and the normal browser UI.) >>> >>> You haven't provided versions for RT, RT-Authen-ExternalAuth or >>> RT-Extension-MobileUI. >>> >>> -kevin >> >> RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01 > > I can't replicate with 3.8-trunk and the git versions of those > modules (neither of which contain any fixes that look relevant). > > You're going to need to turn up the debugging logs and see what is > going on. > > -kevin OK. I'll do so and see what comes out. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations, Minerva Networks Inc. Cell: (650) 704-6633 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2453 bytes Desc: not available URL: From ggreene at minervanetworks.com Tue Oct 4 18:04:04 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 4 Oct 2011 15:04:04 -0700 Subject: [rt-users] Cannot login with external auth user via mobile web UI In-Reply-To: Message-ID: On 10/4/11 2:58 PM, "Gary Greene" wrote: > On 10/4/11 2:51 PM, "Kevin Falcone" wrote: >> On Mon, Oct 03, 2011 at 10:35:47AM -0700, Gary Greene wrote: >>> On 10/3/11 7:11 AM, "Kevin Falcone" wrote: >>>> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote: >>>>> I?ve both Authen::ExternalAuth and Extension::MobileUI installed, however, >>>>> when I attempt to login via the Web UI on my iPhone with an External >>>>> account, it will not authenticate me against my AD user. >>>>> >>>>> Is this a known issue with the Mobile UI extension? If not, is there >>>>> anything special I need to do to get auth working for it? (I can login >>>>> just >>>>> fine with ExternalAuth and the normal browser UI.) >>>> >>>> You haven't provided versions for RT, RT-Authen-ExternalAuth or >>>> RT-Extension-MobileUI. >>>> >>>> -kevin >>> >>> RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01 >> >> I can't replicate with 3.8-trunk and the git versions of those >> modules (neither of which contain any fixes that look relevant). >> >> You're going to need to turn up the debugging logs and see what is >> going on. >> >> -kevin > > OK. I'll do so and see what comes out. With the file log entry, rt.log set to debug output level, I get the following output when attempting to login from my iPhone using my account: [Tue Oct 4 22:00:34 2011] [warning]: Use of uninitialized value in lc at /usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914, line 522. (/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914) [Tue Oct 4 22:00:34 2011] [debug]: Attempting to use external auth service: My_LDAP (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:64) [Tue Oct 4 22:00:34 2011] [debug]: SSO Failed and no user to test with. Nexting (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:92) [Tue Oct 4 22:00:34 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut h:11) [Tue Oct 4 22:00:34 2011] [debug]: Attempting to use external auth service: My_LDAP (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:64) [Tue Oct 4 22:00:34 2011] [debug]: SSO Failed and no user to test with. Nexting (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:92) [Tue Oct 4 22:00:34 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut h:11) [Tue Oct 4 22:00:34 2011] [warning]: Use of uninitialized value in lc at /usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914, line 522. (/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914) [Tue Oct 4 22:00:34 2011] [debug]: Attempting to use external auth service: My_LDAP (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:64) [Tue Oct 4 22:00:34 2011] [debug]: SSO Failed and no user to test with. Nexting (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:92) [Tue Oct 4 22:00:34 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut h:11) [Tue Oct 4 22:00:35 2011] [warning]: Use of uninitialized value in lc at /usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914, line 522. (/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914) [Tue Oct 4 22:00:35 2011] [debug]: Attempting to use external auth service: My_LDAP (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:64) [Tue Oct 4 22:00:35 2011] [debug]: SSO Failed and no user to test with. Nexting (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:92) [Tue Oct 4 22:00:35 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut h:11) [Tue Oct 4 22:00:35 2011] [debug]: Attempting to use external auth service: My_LDAP (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:64) [Tue Oct 4 22:00:35 2011] [debug]: SSO Failed and no user to test with. Nexting (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:92) [Tue Oct 4 22:00:35 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut h:11) [Tue Oct 4 22:00:35 2011] [warning]: Use of uninitialized value in lc at /usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914, line 522. (/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914) [Tue Oct 4 22:00:35 2011] [debug]: Attempting to use external auth service: My_LDAP (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:64) [Tue Oct 4 22:00:35 2011] [debug]: SSO Failed and no user to test with. Nexting (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter nalAuth.pm:92) [Tue Oct 4 22:00:35 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut h:11) Normally, on the regular browser UI, it works correctly, however through the mobile UI I cannot login. Assistance on this is appreciated. Thanks. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations, Minerva Networks Inc. Cell: (650) 704-6633 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2453 bytes Desc: not available URL: From josh.cole at fresno.edu Tue Oct 4 19:07:30 2011 From: josh.cole at fresno.edu (josh.cole) Date: Tue, 4 Oct 2011 16:07:30 -0700 (PDT) Subject: [rt-users] Error when users login for the first time Message-ID: <32592800.post@talk.nabble.com> Can't call method "SetDisabled" on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line Any ideas? -- View this message in context: http://old.nabble.com/Error-when-users-login-for-the-first-time-tp32592800p32592800.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From theitsmith at gmail.com Tue Oct 4 23:42:09 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 4 Oct 2011 20:42:09 -0700 Subject: [rt-users] LDAP authentication best practices In-Reply-To: <20111004203740.GL37710@jibsheet.com> References: <20111004203740.GL37710@jibsheet.com> Message-ID: Thanks Kevin! That setting worked! On Tue, Oct 4, 2011 at 1:37 PM, Kevin Falcone wrote: > On Tue, Oct 04, 2011 at 01:22:24PM -0700, Thomas Smith wrote: >> Thanks again Ruslan! >> >> I've got this mostly working but I'm missing something and I'm just >> not seeing what that is... >> >> Apache auth via LDAP (mod_auth_ldap) is working correctly--the user >> gets into RT, but no options are available except "Tickets" (along >> with Open, Create, etc, within the Tickets menu). And the new user can >> see that they're logged in, "Logged in as user". However, their user >> account is not being created within the RT database and their are no >> available options for their account (no drop-down for "Logged in as >> user") under their login. > > Sounds like users are being created Unprivileged. > Use $AutoCreate in RT_SiteConfig.pm if you wish them to be created > Privileged. ?You can search for and make users Privileged from the > user admin pages. ?They will not be listed in the list of current > users if they are Unprivilged (but will have records in the Users > table). Discovered another issue... This one isn't strictly RT-related, I don't think. The email gateway is no longer working. When I configured Apache auth, I had to do it at the /opt/rt4 level--otherwise, RT would display the login page without the option to login and SSO wouldn't work. Now the mail gateway is unable to insert new tickets into the database as the area it's trying to access is password protected. Are there any best-practices for lifting the security off of this one directory (NoAuth only, right?) while maintaining SSO on the remainder of the system? Every time I exclude this directory from authentication, SSO breaks. ~ Tom From theitsmith at gmail.com Tue Oct 4 23:54:51 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 4 Oct 2011 20:54:51 -0700 Subject: [rt-users] LDAP authentication best practices In-Reply-To: References: <20111004203740.GL37710@jibsheet.com> Message-ID: On Tue, Oct 4, 2011 at 8:42 PM, Thomas Smith wrote: > Thanks Kevin! That setting worked! > > On Tue, Oct 4, 2011 at 1:37 PM, Kevin Falcone wrote: >> On Tue, Oct 04, 2011 at 01:22:24PM -0700, Thomas Smith wrote: >>> Thanks again Ruslan! >>> >>> I've got this mostly working but I'm missing something and I'm just >>> not seeing what that is... >>> >>> Apache auth via LDAP (mod_auth_ldap) is working correctly--the user >>> gets into RT, but no options are available except "Tickets" (along >>> with Open, Create, etc, within the Tickets menu). And the new user can >>> see that they're logged in, "Logged in as user". However, their user >>> account is not being created within the RT database and their are no >>> available options for their account (no drop-down for "Logged in as >>> user") under their login. >> >> Sounds like users are being created Unprivileged. >> Use $AutoCreate in RT_SiteConfig.pm if you wish them to be created >> Privileged. ?You can search for and make users Privileged from the >> user admin pages. ?They will not be listed in the list of current >> users if they are Unprivilged (but will have records in the Users >> table). > > Discovered another issue... This one isn't strictly RT-related, I don't think. > > The email gateway is no longer working. When I configured Apache auth, > I had to do it at the /opt/rt4 level--otherwise, RT would display the > login page without the option to login and SSO wouldn't work. Now the > mail gateway is unable to insert new tickets into the database as the > area it's trying to access is password protected. Are there any > best-practices for lifting the security off of this one directory > (NoAuth only, right?) while maintaining SSO on the remainder of the > system? Every time I exclude this directory from authentication, SSO > breaks. Sorry, here are the errors I'm seeing in the maillog regarding rt-mailgate. Oct 4 20:53:14 hostname postfix/local[12080]: 82FEA7BDE5: to=, orig_to=, relay=local, delay=18072, status=deferred (temporary failure. Command output: An Error Occurred ================= 401 Authorization Required ) Oct 4 20:53:14 hostname postfix/local[12079]: 0DDC943BD1: to=, orig_to=, relay=local, delay=19194, status=deferred (temporary failure. Command output: An Error Occurred ================= 401 Authorization Required ) From theitsmith at gmail.com Wed Oct 5 01:28:30 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 4 Oct 2011 22:28:30 -0700 Subject: [rt-users] ExternalAuth and auto-creating email users Message-ID: Hi, I have ExternalAuth working for people who login via the web interface. Existing users are also able to submit tickets through the email gateway. However, user accounts are not created via the email gateway. The following string of errors appears for each attempt: [Wed Oct 5 05:08:27 2011] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Test from User (/opt/rt4/sbin/../lib/RT/I18N.pm:240) [Wed Oct 5 05:08:27 2011] [debug]: Going to create user with address 'user at domain.tld' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:97) [Wed Oct 5 05:08:27 2011] [debug]: Unprivileged users have no right to create ticket in queue 'Help Desk' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:170) [Wed Oct 5 05:08:27 2011] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (user at domain.tld). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Help Desk. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) [Wed Oct 5 05:08:28 2011] [error]: 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) [Wed Oct 5 05:08:28 2011] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) Both of the following settings are configured in RT_SiteConfig.pm: Set($AutoCreate, { Privileged => 1 }); Set($AutoCreateNonExternalUsers, 1); However, the latter of the two wasn't needed for new users to be created via the web interface--I added it while troubleshooting this problem. I see references to an ExternalAuth setting that is or may be necessary for this feature to work, but no specific mention of it--AutoCreateNonExternalUsers seemed the closest match, from reading the sample config included with ExternalAuth. The way I'm expecting it to work is that a non-existent internal (AD) user will be auto-created as a privileged user in RT. This will give the user the necessary permissions to submit a ticket to the Help Desk queue. Is there another setting that I'm missing? From chocoboselphie at gmx.de Wed Oct 5 02:06:09 2011 From: chocoboselphie at gmx.de (declaya) Date: Tue, 4 Oct 2011 23:06:09 -0700 (PDT) Subject: [rt-users] LDAP authentication best practices In-Reply-To: References: <20111004203740.GL37710@jibsheet.com> Message-ID: <32594359.post@talk.nabble.com> Thomas Smith-12 wrote: > > > > Discovered another issue... This one isn't strictly RT-related, I don't > think. > > The email gateway is no longer working. When I configured Apache auth, > I had to do it at the /opt/rt4 level--otherwise, RT would display the > login page without the option to login and SSO wouldn't work. Now the > mail gateway is unable to insert new tickets into the database as the > area it's trying to access is password protected. Are there any > best-practices for lifting the security off of this one directory > (NoAuth only, right?) while maintaining SSO on the remainder of the > system? Every time I exclude this directory from authentication, SSO > breaks. > > > Hi Thomas, I was facing the same problem (and I'm still curios about how to configure Apache using SSO with NTLMv2, but thats another problem;) when I changed the login behavior for Apache. You have to change the Apache config: The NoAuth directories must be excluded from your AD authentication, so you have to set "satisfy any" and "Allow from all" for that directories. So my Apache config looks like this: [...] --->here goes your Auth config for the users SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 satisfy any allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 satisfy any allow from all satisfy any allow from all [...] I'm not completely sure, which of the directories is the right one, but until now it works for me. Hope this helps a bit! Have a nice day! -- View this message in context: http://old.nabble.com/LDAP-authentication-best-practices-tp32585400p32594359.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From theitsmith at gmail.com Wed Oct 5 02:19:13 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 4 Oct 2011 23:19:13 -0700 Subject: [rt-users] LDAP authentication best practices In-Reply-To: <32594359.post@talk.nabble.com> References: <20111004203740.GL37710@jibsheet.com> <32594359.post@talk.nabble.com> Message-ID: On Tue, Oct 4, 2011 at 11:06 PM, declaya wrote: > > > Thomas Smith-12 wrote: >> >> >> >> Discovered another issue... This one isn't strictly RT-related, I don't >> think. >> >> The email gateway is no longer working. When I configured Apache auth, >> I had to do it at the /opt/rt4 level--otherwise, RT would display the >> login page without the option to login and SSO wouldn't work. Now the >> mail gateway is unable to insert new tickets into the database as the >> area it's trying to access is password protected. Are there any >> best-practices for lifting the security off of this one directory >> (NoAuth only, right?) while maintaining SSO on the remainder of the >> system? Every time I exclude this directory from authentication, SSO >> breaks. >> >> >> > > Hi Thomas, > I was facing the same problem (and I'm still curios about how to configure > Apache using SSO with NTLMv2, but thats another problem;) when I changed the > login behavior for Apache. > You have to change the Apache config: The NoAuth directories must be > excluded from your AD authentication, so you have to set "satisfy any" and > "Allow from all" for that directories. > > So my Apache config looks like this: > > [...] > > ?--->here goes your Auth config for the users > > > > ?SetHandler modperl > ?PerlResponseHandler Plack::Handler::Apache2 > ?satisfy any > ?allow from all > > > > ?SetHandler modperl > ?PerlResponseHandler Plack::Handler::Apache2 > ?satisfy any > ?allow from all > > > > ?satisfy any > ?allow from all > > [...] > > I'm not completely sure, which of the directories is the right one, but > until now it works for me. > Hope this helps a bit! Thank you! I did something similar, just used a different method. What I found to work best, at least for my situation, was to add the following to the Directory directive for /opt/rt4. ... LDAP auth stuff omitted ... SetEnvIf Request_URI "^/(NoAuth|REST/1.0/NoAuth)(.*)$" allow Order allow,deny Allow from env=allow Satisfy Any So far, this seems to be working and I haven't yet found any issues in the tests that I've done--LDAP authentication is triggered if one accesses any directory but the ones listed in the SetEnvIf statement. I'd welcome the input if anyone knows of a better or cleaner way to achieve this result. From lb at mpexnet.de Wed Oct 5 05:09:11 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Wed, 05 Oct 2011 11:09:11 +0200 Subject: [rt-users] Bug or feature? Unpriviledged users see first article via webinterface In-Reply-To: <20111003140725.GR40151@jibsheet.com> References: <4E81FBDB.9030609@mpexnet.de> <20111003140725.GR40151@jibsheet.com> Message-ID: <4E8C1EB7.1040700@mpexnet.de> Am 03.10.2011 16:07, schrieb Kevin Falcone: > On Tue, Sep 27, 2011 at 06:37:47PM +0200, Lars Braeuer wrote: >> Hi, >> >> I was wondering if it is possible to allow a priviledged user to start a ticket as type >> "comment" instead type "reply". We are using 4.0.0 and I haven't seen anything like this in >> the changelog of 4.0.{1,2}. >> >> We have the following problem: >> >> Sometimes we open a new ticket (i.e. "New ticket in ..." button) *without* a Requestor on >> the ticket, we then usually write an internal starting comment as ticket kick off. This text >> which we want to be an internal comment is internally saved by RT as type "Reply". >> >> So if we later on add a Requestor to the ticket and give that requestor unpriviledged access >> to the RT webinterface, he will be able to see the initial text which was supposed to be an >> internal comment. So limiting the initial ticket opening process to the "reply" type seems to >> be somewhat inflexible. >> >> Having the ability to pick in between "comment" and "reply" when opening a new ticket via >> the webinterface would be very, very helpful. >> >> Until now we always create new tickets just with the text "Ticket creation", and then add a >> comment. But this is very annoying. >> >> Is there just an option/right I have missed to set correctly? > > RT considers Create to be a correspondence (reply). There's an extension, possibly not yet > open sourced, to add a Comment box to the Create page so that while opening a ticket you can > also leave an internal comment. > > -kevin Hi Kevin, thanks for pointing that out. I just noticed that Ruslan replied to me off-list, so we were already talking about that. He noted, that one might run into problems, when a ticket starts with something else than type "Create". Do you think this is not an issue? Another option, probably the best at the moment in order to fix already present tickets with intended comments in the intitial ticket create, would be to copy the initial attachment of the Create type into a new attachment and add a new transaction with the time of the Create transaction +1 second. After that the initial create attachment could be cleared. As far as I can see it works fine, because the transactions are sorted by timestamp and not by ID. Is this something that might change in the future? Lars From bart at pleh.info Wed Oct 5 05:16:24 2011 From: bart at pleh.info (Bart) Date: Wed, 5 Oct 2011 11:16:24 +0200 Subject: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody In-Reply-To: References: Message-ID: Hi, After some more testing the below scrip doesn't seem to do what it should.. It now does work but it fills in the wrong user. Sometimes a colleague of mine instead of myself, while I'm the person hitting "Resolved". Or sometimes root, I guess because it runs a scrip when closing and the actual last actioning user almost always is root. Is there better, more clever, way for getting the actioning user "or" the ticket owner into a CF during ticket resolve and afterwards setting the owner to nobody? -- Bart 2011/10/4 Bart > Never mind... > > I just stumbled upon the CreatorObj. > > Changed the scrip to the following: > > my $my_owner = $self->TicketObj->CreatorObj->Name; >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => >> $my_owner); >> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); >> return 1; >> > > This gave me the result I wanted it to have :-) > > Problem solved. > > > -- Bart > > > > 2011/10/4 Bart > >> Hi, >> >> I'm currently struggling with this scrip, in separate parts it works but >> together it kinda makes a mess O_o >> >> Some background on the scrip. We want the ticket owner to be set to Nobody >> on close, when tickets reopen they will show up in the New/nobody queue for >> everyone in a support group to pickup instead of the previous owner. >> But, we do want the ability to make a simple search query on resolved >> tickets and sort them by owner. Basically for our managers so they can see >> if the tickets are distributed evenly, etc. >> For that purpose I figured I could fill in the owner name into a CF and >> have the actual owner set to nobody. >> >> Below the scrip: >> >> my $my_owner = $self->TicketObj->OwnerObj->Name; >>> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => >>> $my_owner); >>> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); >>> return 1; >> >> >> What happens is that the first two lines fill the current owner's name >> into a CF called "Last Owner". >> After that it should change the owner to Nobody, in my case the UID of >> Nobody is number 6. I've set it to force since it doesn't always work >> correctly if you leave the force bit out. >> >> When I run this scrip separately it works, I can set the owner to nobody + >> if I leave the last bit out I'm able to set the current owner in the CF >> called "Last Owner". >> But when using them together as shown in the scrip above it doesn't work >> the way I want it to. >> >> It then seems to first set the owner to nobody and then fill the CF with >> the username Nobody... So yes it works but I'm expecting the scrip to first >> get the old owner name and fill that one into the CF. >> >> I've also tried setting this first part into the "prep" code and the >> second part (changing the owner) into the cleanup code, but that doesn't >> seem to change anything. >> The other thing I've tried was changing the TransactionBatch to >> TransactionCreate and back. With TransactionCreate it doesn't fully work, >> when using TransactionBatch it does work but instead of the previous ticket >> owner it fills in the Nobody user... >> >> So, does anyone know a simple way to fix this? I'm expecting RT to >> sequentially do the above scrip but I guess I'm missing something in order >> for it to work. >> >> Thanks in advance. >> >> >> -- Bart >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Wed Oct 5 07:49:26 2011 From: bart at pleh.info (Bart) Date: Wed, 5 Oct 2011 13:49:26 +0200 Subject: [rt-users] Scrip - On close set CF to owner name and then change owner to nobody In-Reply-To: References: Message-ID: After some more playing around and search it now seems to be fixed permenantly (I hope at least lol) This scrip does what I want it to do: my $actor_id = $self->TransactionObj->Creator; my $temp_user = RT::User->new(); $temp_user->Load($actor_id); my $actor_name = $temp_user->Name(); $self->TicketObj->AddCustomFieldValue(Field => 'Ticket Solver', Value => $actor_name); my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); return 1; This seems to get the actioning user from the transaction, then via some magic I've found in the wiki it gets the name and afterwards it fills in the name into the Ticket Solver field. After that, it simply sets the owner to nobody. This wiki page helped me out: - http://requesttracker.wikia.com/wiki/AutoCcLastOwner Hope this helps someone else in the end :-) -- Bart 2011/10/5 Bart > Hi, > > After some more testing the below scrip doesn't seem to do what it should.. > > It now does work but it fills in the wrong user. Sometimes a colleague of > mine instead of myself, while I'm the person hitting "Resolved". Or > sometimes root, I guess because it runs a scrip when closing and the actual > last actioning user almost always is root. > > Is there better, more clever, way for getting the actioning user "or" the > ticket owner into a CF during ticket resolve and afterwards setting the > owner to nobody? > > > -- Bart > > > 2011/10/4 Bart > >> Never mind... >> >> I just stumbled upon the CreatorObj. >> >> Changed the scrip to the following: >> >> my $my_owner = $self->TicketObj->CreatorObj->Name; >>> >>> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => >>> $my_owner); >>> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); >>> return 1; >>> >> >> This gave me the result I wanted it to have :-) >> >> Problem solved. >> >> >> -- Bart >> >> >> >> 2011/10/4 Bart >> >>> Hi, >>> >>> I'm currently struggling with this scrip, in separate parts it works but >>> together it kinda makes a mess O_o >>> >>> Some background on the scrip. We want the ticket owner to be set to >>> Nobody on close, when tickets reopen they will show up in the New/nobody >>> queue for everyone in a support group to pickup instead of the previous >>> owner. >>> But, we do want the ability to make a simple search query on resolved >>> tickets and sort them by owner. Basically for our managers so they can see >>> if the tickets are distributed evenly, etc. >>> For that purpose I figured I could fill in the owner name into a CF and >>> have the actual owner set to nobody. >>> >>> Below the scrip: >>> >>> my $my_owner = $self->TicketObj->OwnerObj->Name; >>>> $self->TicketObj->AddCustomFieldValue(Field => 'Last Owner', Value => >>>> $my_owner); >>>> my ($code, $msg) = $self->TicketObj->SetOwner(6, 'Force'); >>>> return 1; >>> >>> >>> What happens is that the first two lines fill the current owner's name >>> into a CF called "Last Owner". >>> After that it should change the owner to Nobody, in my case the UID of >>> Nobody is number 6. I've set it to force since it doesn't always work >>> correctly if you leave the force bit out. >>> >>> When I run this scrip separately it works, I can set the owner to nobody >>> + if I leave the last bit out I'm able to set the current owner in the CF >>> called "Last Owner". >>> But when using them together as shown in the scrip above it doesn't work >>> the way I want it to. >>> >>> It then seems to first set the owner to nobody and then fill the CF with >>> the username Nobody... So yes it works but I'm expecting the scrip to first >>> get the old owner name and fill that one into the CF. >>> >>> I've also tried setting this first part into the "prep" code and the >>> second part (changing the owner) into the cleanup code, but that doesn't >>> seem to change anything. >>> The other thing I've tried was changing the TransactionBatch to >>> TransactionCreate and back. With TransactionCreate it doesn't fully work, >>> when using TransactionBatch it does work but instead of the previous ticket >>> owner it fills in the Nobody user... >>> >>> So, does anyone know a simple way to fix this? I'm expecting RT to >>> sequentially do the above scrip but I guess I'm missing something in order >>> for it to work. >>> >>> Thanks in advance. >>> >>> >>> -- Bart >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Oct 5 07:51:00 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Oct 2011 13:51:00 +0200 Subject: [rt-users] LDAP authentication best practices In-Reply-To: <32594359.post@talk.nabble.com> References: <20111004203740.GL37710@jibsheet.com> <32594359.post@talk.nabble.com> Message-ID: To disable auth you can use location directives. For mailgate it's good to protect path by IP or host name. Regards, Ruslan. From phone. 05.10.2011 8:06 ???????????? "declaya" ???????: > > > Thomas Smith-12 wrote: >> >> >> >> Discovered another issue... This one isn't strictly RT-related, I don't >> think. >> >> The email gateway is no longer working. When I configured Apache auth, >> I had to do it at the /opt/rt4 level--otherwise, RT would display the >> login page without the option to login and SSO wouldn't work. Now the >> mail gateway is unable to insert new tickets into the database as the >> area it's trying to access is password protected. Are there any >> best-practices for lifting the security off of this one directory >> (NoAuth only, right?) while maintaining SSO on the remainder of the >> system? Every time I exclude this directory from authentication, SSO >> breaks. >> >> >> > > Hi Thomas, > I was facing the same problem (and I'm still curios about how to configure > Apache using SSO with NTLMv2, but thats another problem;) when I changed the > login behavior for Apache. > You have to change the Apache config: The NoAuth directories must be > excluded from your AD authentication, so you have to set "satisfy any" and > "Allow from all" for that directories. > > So my Apache config looks like this: > > [...] > > --->here goes your Auth config for the users > > > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > satisfy any > allow from all > > > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > satisfy any > allow from all > > > > satisfy any > allow from all > > [...] > > I'm not completely sure, which of the directories is the right one, but > until now it works for me. > Hope this helps a bit! > > Have a nice day! > -- > View this message in context: http://old.nabble.com/LDAP-authentication-best-practices-tp32585400p32594359.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmroland at indiana.edu Wed Oct 5 08:25:57 2011 From: rmroland at indiana.edu (Roland, Ryan Michael) Date: Wed, 5 Oct 2011 12:25:57 +0000 Subject: [rt-users] unsubscribe Message-ID: <3105894CF3F27946ADDD863E0E5291C7344C7C60@IU-MSSG-MBX104.ads.iu.edu> unsubscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 5 08:43:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Oct 2011 08:43:30 -0400 Subject: [rt-users] ExternalAuth and auto-creating email users In-Reply-To: References: Message-ID: <20111005124330.GO37710@jibsheet.com> On Tue, Oct 04, 2011 at 10:28:30PM -0700, Thomas Smith wrote: > I have ExternalAuth working for people who login via the web > interface. Existing users are also able to submit tickets through the > email gateway. However, user accounts are not created via the email > gateway. The following string of errors appears for each attempt: > > > [Wed Oct 5 05:08:27 2011] [debug]: Unprivileged users have no right > to create ticket in queue 'Help Desk' > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:170) > You might need to grant 'Everyone' the right 'CreateTicket' for the > queue Help Desk. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244) > > Set($AutoCreate, { Privileged => 1 }); > Set($AutoCreateNonExternalUsers, 1); This last setting prevents RT-Authen-ExternalAuth from blocking user creation for users who don't exist in AD. However, as the error message you quoted says, you still need to grant Unprivileged or Everyone permission to create tickets in Help Desk. Otherwise new users cannot submit tickets via the mailgate and have their internal users be created. > However, the latter of the two wasn't needed for new users to be > created via the web interface--I added it while troubleshooting this > problem. The latter setting only applies to users who aren't in AD. > I see references to an ExternalAuth setting that is or may be > necessary for this feature to work, but no specific mention of > it--AutoCreateNonExternalUsers seemed the closest match, from reading > the sample config included with ExternalAuth. > > The way I'm expecting it to work is that a non-existent internal (AD) > user will be auto-created as a privileged user in RT. This will give > the user the necessary permissions to submit a ticket to the Help Desk > queue. $AutoCreate only applies to users logging in through the web interface. It does not apply to users created via the mailgate. You may just want to prefill your database using LDAPImport. -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 Oct 5 08:46:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Oct 2011 08:46:09 -0400 Subject: [rt-users] Bug or feature? Unpriviledged users see first article via webinterface In-Reply-To: <4E8C1EB7.1040700@mpexnet.de> References: <4E81FBDB.9030609@mpexnet.de> <20111003140725.GR40151@jibsheet.com> <4E8C1EB7.1040700@mpexnet.de> Message-ID: <20111005124609.GP37710@jibsheet.com> On Wed, Oct 05, 2011 at 11:09:11AM +0200, Lars Braeuer wrote: > thanks for pointing that out. I just noticed that Ruslan replied to me off-list, so we were > already talking about that. > > He noted, that one might run into problems, when a ticket starts with something else than type > "Create". Do you think this is not an issue? You still want a Create action. It is possible to have a Create action with no content (which is what the extension I referred to would allow). > Another option, probably the best at the moment in order to fix already present tickets with > intended comments in the intitial ticket create, would be to copy the initial attachment of the > Create type into a new attachment and add a new transaction with the time of the Create > transaction +1 second. After that the initial create attachment could be cleared. > As far as I can see it works fine, because the transactions are sorted by timestamp and not by ID. > Is this something that might change in the future? That sounds like a lot of surgery. Be careful. It's impossible to guarantee or warranty that a large amount of tweaking in the database like that won't cause problems. -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 Oct 5 08:53:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Oct 2011 08:53:32 -0400 Subject: [rt-users] Error when users login for the first time In-Reply-To: <32592800.post@talk.nabble.com> References: <32592800.post@talk.nabble.com> Message-ID: <20111005125332.GQ37710@jibsheet.com> On Tue, Oct 04, 2011 at 04:07:30PM -0700, josh.cole wrote: > > Can't call method "SetDisabled" on an undefined value at > /opt/rt4/sbin/../lib/RT/User.pm line Usually that's a misconfigured RT-Authen-ExternalAuth setup, but you really need to turn on stacktraces and provide much more context. -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 Wed Oct 5 09:31:32 2011 From: bart at pleh.info (Bart) Date: Wed, 5 Oct 2011 15:31:32 +0200 Subject: [rt-users] Read requestor user CF and write the value into a ticket CF Message-ID: Hi, For users we've added an extra CF which is an autocomplete field containing a list of roughly 450 organisations that we work with. We had to make a separate CF for this in order to help our users a little, saves typo's and makes adding an organisation to a user easy. So basically we're ignoring the RT default Organisation field and have a separate CF for this purpose. The second thing we now want is to show that organisation name (the one in the organisation CF) in our tickets, so that we can make nice reports based on that information. This is where I'm stuck, I can't seem to figure out how to read the CF for a requestor (or any user) and thus am unable to write the value into a ticket CF. I know how to read and write into ticket CF's, but I have no clue on how to read information from a requestor of a ticket. Reading information from a tidcket CF: $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); Writing information into a ticket CF: $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', Value => $my_owner); Or, instead of a variable use a fixed value between single quotes. I also know that this piece of code gets a ticket requestor e-mail address: my $requestor_address = $self->TicketObj->RequestorAddresses; But thats about as far as I'm able to get.... Can anyone point me in the right direction for this one? -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Oct 5 10:08:37 2011 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 5 Oct 2011 09:08:37 -0500 Subject: [rt-users] Read requestor user CF and write the value into a ticket CF In-Reply-To: References: Message-ID: <20111005140837.GA10975@staff-mud-56-27.rice.edu> On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: > Hi, > > For users we've added an extra CF which is an autocomplete field containing > a list of roughly 450 organisations that we work with. We had to make a > separate CF for this in order to help our users a little, saves typo's and > makes adding an organisation to a user easy. So basically we're ignoring the > RT default Organisation field and have a separate CF for this purpose. > > The second thing we now want is to show that organisation name (the one in > the organisation CF) in our tickets, so that we can make nice reports based > on that information. > This is where I'm stuck, I can't seem to figure out how to read the CF for a > requestor (or any user) and thus am unable to write the value into a ticket > CF. > > I know how to read and write into ticket CF's, but I have no clue on how to > read information from a requestor of a ticket. > > Reading information from a tidcket CF: > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); > > Writing information into a ticket CF: > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', Value => > $my_owner); > > Or, instead of a variable use a fixed value between single quotes. > > I also know that this piece of code gets a ticket requestor e-mail address: > > my $requestor_address = $self->TicketObj->RequestorAddresses; > > But thats about as far as I'm able to get.... > > Can anyone point me in the right direction for this one? > > > -- Bart Hi Bart, If I am understanding your question, you want to be able to script reading/writing User custom fields. It happens that I have hit the same stumbling block. It is easy to update Ticket custom fields, but I would like to do the same with User CFs. The only thing that looks like it would work is RT::Record, ugh. I hope that someone has a better option... patch for REST, the RT CLI...? Any help would be appreciated. Regards, Ken From falcone at bestpractical.com Wed Oct 5 10:25:11 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Oct 2011 10:25:11 -0400 Subject: [rt-users] Read requestor user CF and write the value into a ticket CF In-Reply-To: <20111005140837.GA10975@staff-mud-56-27.rice.edu> References: <20111005140837.GA10975@staff-mud-56-27.rice.edu> Message-ID: <20111005142511.GR37710@jibsheet.com> On Wed, Oct 05, 2011 at 09:08:37AM -0500, ktm at rice.edu wrote: > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: > > Hi, > > > > For users we've added an extra CF which is an autocomplete field containing > > a list of roughly 450 organisations that we work with. We had to make a > > separate CF for this in order to help our users a little, saves typo's and > > makes adding an organisation to a user easy. So basically we're ignoring the > > RT default Organisation field and have a separate CF for this purpose. > > > > The second thing we now want is to show that organisation name (the one in > > the organisation CF) in our tickets, so that we can make nice reports based > > on that information. > > This is where I'm stuck, I can't seem to figure out how to read the CF for a > > requestor (or any user) and thus am unable to write the value into a ticket > > CF. > > > > I know how to read and write into ticket CF's, but I have no clue on how to > > read information from a requestor of a ticket. > > > > Reading information from a tidcket CF: > > > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); > > > > Writing information into a ticket CF: > > > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', Value => > > $my_owner); > > > > Or, instead of a variable use a fixed value between single quotes. > > > > I also know that this piece of code gets a ticket requestor e-mail address: > > > > my $requestor_address = $self->TicketObj->RequestorAddresses; > > > > But thats about as far as I'm able to get.... > > > > Can anyone point me in the right direction for this one? > > > > > > -- Bart > > Hi Bart, > > If I am understanding your question, you want to be able to script > reading/writing User custom fields. It happens that I have hit the > same stumbling block. It is easy to update Ticket custom fields, but > I would like to do the same with User CFs. The only thing that looks > like it would work is RT::Record, ugh. I hope that someone has a > better option... patch for REST, the RT CLI...? Any help would be > appreciated. Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User object? They're RT::Record methods, and thus available on all RT objects (although it only makes sense on the ones that have CFs applied). RT4 also allows customization of the More about Requestors box from the config using Formats so you can just display the User CF directly rather than copying. -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 Wed Oct 5 10:53:09 2011 From: bart at pleh.info (Bart) Date: Wed, 5 Oct 2011 16:53:09 +0200 Subject: [rt-users] Read requestor user CF and write the value into a ticket CF In-Reply-To: <20111005142511.GR37710@jibsheet.com> References: <20111005140837.GA10975@staff-mud-56-27.rice.edu> <20111005142511.GR37710@jibsheet.com> Message-ID: If I were to use the UserObj, how would that look? I find it difficult to make the transition from requestor e-mail address to used ID and from there to a users custom field O_o As for the More about requestors box, we like the default usage lol + we want the ability to make reports/charts based on the value of the tickets Organisation field. -- Bart 2011/10/5 Kevin Falcone > On Wed, Oct 05, 2011 at 09:08:37AM -0500, ktm at rice.edu wrote: > > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: > > > Hi, > > > > > > For users we've added an extra CF which is an autocomplete field > containing > > > a list of roughly 450 organisations that we work with. We had to make a > > > separate CF for this in order to help our users a little, saves typo's > and > > > makes adding an organisation to a user easy. So basically we're > ignoring the > > > RT default Organisation field and have a separate CF for this purpose. > > > > > > The second thing we now want is to show that organisation name (the one > in > > > the organisation CF) in our tickets, so that we can make nice reports > based > > > on that information. > > > This is where I'm stuck, I can't seem to figure out how to read the CF > for a > > > requestor (or any user) and thus am unable to write the value into a > ticket > > > CF. > > > > > > I know how to read and write into ticket CF's, but I have no clue on > how to > > > read information from a requestor of a ticket. > > > > > > Reading information from a tidcket CF: > > > > > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); > > > > > > Writing information into a ticket CF: > > > > > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', > Value => > > > $my_owner); > > > > > > Or, instead of a variable use a fixed value between single quotes. > > > > > > I also know that this piece of code gets a ticket requestor e-mail > address: > > > > > > my $requestor_address = $self->TicketObj->RequestorAddresses; > > > > > > But thats about as far as I'm able to get.... > > > > > > Can anyone point me in the right direction for this one? > > > > > > > > > -- Bart > > > > Hi Bart, > > > > If I am understanding your question, you want to be able to script > > reading/writing User custom fields. It happens that I have hit the > > same stumbling block. It is easy to update Ticket custom fields, but > > I would like to do the same with User CFs. The only thing that looks > > like it would work is RT::Record, ugh. I hope that someone has a > > better option... patch for REST, the RT CLI...? Any help would be > > appreciated. > > Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User > object? > They're RT::Record methods, and thus available on all RT objects > (although it only makes sense on the ones that have CFs applied). > > RT4 also allows customization of the More about Requestors box from > the config using Formats so you can just display the User CF directly > rather than copying. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Oct 5 12:49:02 2011 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 05 Oct 2011 12:49:02 -0400 Subject: [rt-users] [Rt-announce] Vulnerability in FCGI.pm 0.70 - 0.73 (CVE-2011-2766) Message-ID: <1317833342.2653.6.camel@umgah.localdomain> If you are running RT 3 under mod_fastcgi, you may be vulnerable to the FCGI module's CVE-2011-2766. The vulnerability affects FCGI versions 0.70 though 0.73, inclusive; you can determine if you are running an affected version by running: perl -MFCGI -le 'print "FCGI version $FCGI::VERSION"' Version 0.70 of FCGI, released March 22, 2010, introduced a bug in this interface, wherein the environment of the very first request to the FastCGI child was copied into all subsequent requests. Among other things, this means that the cookies of the first request were seen by all subsequent requests that did not themselves specify a cookie. We recommend affected users upgrade their version of FCGI to version 0.74, which was released on September 24, 2011. In most deployments, you can accomplish this by running, as root: cpan FCGI You will then need to restart your Apache server. We intend to release RT 3.8.11rc1 shortly, which will include a dependency on FCGI 0.74 or higher. No security changes are required to RT, this release will just include a bump to the new version of FCGI. RT 4 does not use the vulnerable API, and as such is not affected by this vulnerability. Deployments using mod_fcgid instead of mod_fastcgi are not vulnerable, nor are deployments where RT is run as an external FastCGI server. Deployments using mod_perl or standalone are also unaffected by this. - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From DSilveira at prmg.mpf.gov.br Wed Oct 5 13:44:41 2011 From: DSilveira at prmg.mpf.gov.br (Daniel Silveira) Date: Wed, 05 Oct 2011 14:44:41 -0300 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: <20111004172347.GH37710@jibsheet.com> References: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> <4E8B0AFF.9C15.0003.0@prmg.mpf.gov.br> <20111004172347.GH37710@jibsheet.com> Message-ID: <4E8C6D57.9C15.0003.0@prmg.mpf.gov.br> Thank you, Kevin. Do you suggest any workaround for this? >>> Kevin Falcone 10/04/11 2:23 pm >>> Have a look at http://issues.bestpractical.com/Ticket/Display.html?id=18426 -kevin On Tue, Oct 04, 2011 at 01:32:48PM -0300, Daniel Silveira wrote: > Ok. > Put the log on both boxes. Preparation and Commit (clean-up): > > Condition: on transaction > Action: User Defined > Template: Global template: Blank > Stage: TransactionBatch > Custom condition: > empty > Custom action preparation code: > $RT::Logger->info("Preparation-box - Id: ".$self->TransactionObj->Id); > return 1; > Custom action cleanup code: > $RT::Logger->info("Commit-box - Id: ".$self->TransactionObj->Id); > return 1; > > > The log shows: > [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1629):1) > [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1635):1) > [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1641):1) > [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1647):1) > It doesn't happen with "On Comment" or "On correspond". Only "On transaction". > Any sugestion? > What could be wrong? > Daniel Silveira > >>> Ruslan Zakirov 09/30/11 7:16 pm >>> > Hi, > > Add logging into preparation and commit blocks at the same time. It's > expected that preparation stage can be executed several times and > commit code never executed. This is the reason why you shouldn't > change anything in the preparation code. > > On Fri, Sep 30, 2011 at 9:09 PM, Daniel Silveira > wrote: > > I tried both action boxes, the same problem happened. > > My RT is 4.0.2 fresh install, imported database from RT 3.8.8. > > To add more info, I changed the log a bit. The configuration now is: > > > > Condition: on transaction > > Action: User Defined > > Template: Global template: Blank > > Stage: TransactionBatch > > > > Custom condition: > > empty > > Custom action preparation code: > > $RT::Logger->info("Id: ".$self->TransactionObj->Id); > > $RT::Logger->info("Field: ".$self->TransactionObj->Field); > > $RT::Logger->info("Type: ".$self->TransactionObj->Type); > > $RT::Logger->info("NewValue: ".$self->TransactionObj->NewValue ); > > return 1; > > Custom action cleanup code: > > return 1; > > > > The log after changing the Time Worked to 30min: > > > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1836):1) > > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1836):2) > > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1836):3) > > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1836):4) > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1854):1) > > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1854):2) > > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1854):3) > > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1854):4) > > I noticed that the problem doesn't happen when the scrip is acting upon "on > > comment" condition. > > But with other conditions like "On Status Change" and "On Owner Change" the > > problem persists. > > If I change the action to "Send Email", which is what i want, the system > > sends 2 emails. > > > > Thanks in advance. > > Daniel Silveira > >>>> Kevin Falcone 09/29/11 6:56 pm >>> > > On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: > >> Hi, > >> > >> I have the exact same problem with a very simple test-only scrip: > >> > >> Condition: on a transaction > >> Action: user defined > >> Stage: TransactionBatch > >> > >> Action code: > >> $RT::Logger->info($self->TransactionObj->Id); > > > > There are two action boxes. > > > > Custom action preparation code: > > Custom action cleanup code: > > > > Which one did you put the log in. > > What did you put in the other one. > > > > -kevin > > > >> Every transaction generated fires twice this scrip. If I chage the > >> stage to TransactionCreate, > >> then it works. > >> > >> Logfile: > >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) > >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) > >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) > >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) > >> Thank you. > >> Daniel Silveira > >> > >> On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: > >> > Hi, > >> > > >> > I have a scrip to to check when the ticket status changes. If I put it > >> as TransactionBatch mode, > >> > each time I change the ticket status, the scrip got fired twice and > >> there will be dupllicated emails > >> > sent out. I had to use TransactionBatch, since we want an email > >> notification to be sent out when > >> > either > >> > 1. the user use reply and modify the ticket status > >> > 2. modify the ticket status > >> > > >> > TransactionBatch works fine when user reply and modify ticket status > >> but got duplicated emails when > >> > just change ticket status. > >> > >> Please show your scrip configuration > >> > >> -kevin > > > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * San Francisco, CA, USA ? October 18 & 19, 2011 > >> * Washington DC, USA ? October 31 & November 1, 2011 > >> * Melbourne VIC, Australia ? November 28 & 29, 2011 > >> * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA -- October 18 & 19, 2011 > > * Washington DC, USA -- October 31 & November 1, 2011 > > * Melbourne VIC, Australia -- November 28 & 29, 2011 > > * Barcelona, Spain -- November 28 & 29, 2011 > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Melbourne VIC, Australia ? November 28 & 29, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Wed Oct 5 15:18:08 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 5 Oct 2011 14:18:08 -0500 Subject: [rt-users] Limit Ticket History View to Correspondence and Createonly In-Reply-To: References: <4E8334BC.6030305@mpexnet.de><4E833861.10504@xs4all.nl><4E84AF2D.5000707@mpexnet.de> Message-ID: Ok...so I did my research and found where callbacks are placed, and how. So now I have this SkipTransaction callback, and it removes everything except for the initial Create, Correspondence, and Comments. I have it as coded below -- /^(Correspond|Create)$/ But it would seem comments are inclusive within correspondence in the api? I don't want unprivileged users to see comments. Any pointers? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Tuesday, October 04, 2011 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Limit Ticket History View to Correspondence and Createonly I want to implement this exact setting for unprivileged users. We do not have any special callbacks, and therefore don't have a directory structure like: /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction (we're using RT4.0.2, but the /opt/rt4/local/html directory is completely empty) My question again is where would I put the SkipTransaction code from below, and from where, and I guess how, would I call it? I'm not familiar with implementing Callbacks, so any help would be greatly appreciated. Thanks, Izz -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Braeuer Sent: Thursday, September 29, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limiting the information unprivileged users are ableto see via the webinterface Hello Joop, thanks a lot for this hint. This really saved my day. :) Actually, I finally achieved what I wanted to do with the following (in case someone else is looking for this): <%init> return if $session{'CurrentUser'}->Privileged; my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip This skips everything but Correspond and the initial Create message. Also thanks to Thomas about the "return" hint. Best regards, Lars -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 From Izz.Abdullah at hibbett.com Wed Oct 5 16:07:51 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 5 Oct 2011 15:07:51 -0500 Subject: [rt-users] First Callback is not working at all In-Reply-To: References: <4E8334BC.6030305@mpexnet.de><4E833861.10504@xs4all.nl><4E84AF2D.5000707@mpexnet.de> Message-ID: Ok...so actually I have noticed this callback is not working at all. I have placed the code Lars has below in a file called SkipTransaction (the callback used in ShowHistory) in /opt/rt4/local/html/Callbacks/hibbett/Ticket/Elements/ShowHistory I've changed the owner using chown -R root:www-data on the Callbacks directory I've deleted / cleared the mason cache This callback is not seeming to work for me. I would definitely appreciate some help here. Thanks in advance, Izz -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, October 05, 2011 2:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limit Ticket History View to Correspondence andCreateonly Ok...so I did my research and found where callbacks are placed, and how. So now I have this SkipTransaction callback, and it removes everything except for the initial Create, Correspondence, and Comments. I have it as coded below -- /^(Correspond|Create)$/ But it would seem comments are inclusive within correspondence in the api? I don't want unprivileged users to see comments. Any pointers? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Tuesday, October 04, 2011 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Limit Ticket History View to Correspondence and Createonly I want to implement this exact setting for unprivileged users. We do not have any special callbacks, and therefore don't have a directory structure like: /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction (we're using RT4.0.2, but the /opt/rt4/local/html directory is completely empty) My question again is where would I put the SkipTransaction code from below, and from where, and I guess how, would I call it? I'm not familiar with implementing Callbacks, so any help would be greatly appreciated. Thanks, Izz -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Braeuer Sent: Thursday, September 29, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limiting the information unprivileged users are ableto see via the webinterface Hello Joop, thanks a lot for this hint. This really saved my day. :) Actually, I finally achieved what I wanted to do with the following (in case someone else is looking for this): <%init> return if $session{'CurrentUser'}->Privileged; my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip This skips everything but Correspond and the initial Create message. Also thanks to Thomas about the "return" hint. Best regards, Lars -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 From falcone at bestpractical.com Wed Oct 5 16:38:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Oct 2011 16:38:48 -0400 Subject: [rt-users] TransactionBatch scrip got fired twice In-Reply-To: <4E8C6D57.9C15.0003.0@prmg.mpf.gov.br> References: <4E85CD8E.9C15.0003.0@prmg.mpf.gov.br> <4E8B0AFF.9C15.0003.0@prmg.mpf.gov.br> <20111004172347.GH37710@jibsheet.com> <4E8C6D57.9C15.0003.0@prmg.mpf.gov.br> Message-ID: <20111005203848.GS37710@jibsheet.com> On Wed, Oct 05, 2011 at 02:44:41PM -0300, Daniel Silveira wrote: > Thank you, Kevin. > Do you suggest any workaround for this? Don't use TransactionBatch until a patch has been produced or write a clever Prepare or Condition that skips the second run. -kevin > >>> Kevin Falcone 10/04/11 2:23 pm >>> > Have a look at > [1]http://issues.bestpractical.com/Ticket/Display.html?id=18426 > > -kevin > > On Tue, Oct 04, 2011 at 01:32:48PM -0300, Daniel Silveira wrote: > > Ok. > > Put the log on both boxes. Preparation and Commit (clean-up): > > > > Condition: on transaction > > Action: User Defined > > Template: Global template: Blank > > Stage: TransactionBatch > > Custom condition: > > empty > > Custom action preparation code: > > $RT::Logger->info("Preparation-box - Id: ".$self->TransactionObj->Id); > > return 1; > > Custom action cleanup code: > > $RT::Logger->info("Commit-box - Id: ".$self->TransactionObj->Id); > > return 1; > > > > > > The log shows: > > [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1629):1) > > [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1635):1) > > [Tue Oct 4 16:27:24 2011] [info]: Preparation-box - Id: 323773 ((eval 1641):1) > > [Tue Oct 4 16:27:24 2011] [info]: Commit-box - Id: 323773 ((eval 1647):1) > > It doesn't happen with "On Comment" or "On correspond". Only "On transaction". > > Any sugestion? > > What could be wrong? > > Daniel Silveira > > >>> Ruslan Zakirov 09/30/11 7:16 pm >>> > > Hi, > > > > Add logging into preparation and commit blocks at the same time. It's > > expected that preparation stage can be executed several times and > > commit code never executed. This is the reason why you shouldn't > > change anything in the preparation code. > > > > On Fri, Sep 30, 2011 at 9:09 PM, Daniel Silveira > > wrote: > > > I tried both action boxes, the same problem happened. > > > My RT is 4.0.2 fresh install, imported database from RT 3.8.8. > > > To add more info, I changed the log a bit. The configuration now is: > > > > > > Condition: on transaction > > > Action: User Defined > > > Template: Global template: Blank > > > Stage: TransactionBatch > > > > > > Custom condition: > > > empty > > > Custom action preparation code: > > > $RT::Logger->info("Id: ".$self->TransactionObj->Id); > > > $RT::Logger->info("Field: ".$self->TransactionObj->Field); > > > $RT::Logger->info("Type: ".$self->TransactionObj->Type); > > > $RT::Logger->info("NewValue: ".$self->TransactionObj->NewValue ); > > > return 1; > > > Custom action cleanup code: > > > return 1; > > > > > > The log after changing the Time Worked to 30min: > > > > > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1836):1) > > > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1836):2) > > > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1836):3) > > > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1836):4) > > > [Fri Sep 30 16:58:08 2011] [info]: Id: 323754 ((eval 1854):1) > > > [Fri Sep 30 16:58:08 2011] [info]: Field: TimeWorked ((eval 1854):2) > > > [Fri Sep 30 16:58:08 2011] [info]: Type: Set ((eval 1854):3) > > > [Fri Sep 30 16:58:08 2011] [info]: NewValue: 30 ((eval 1854):4) > > > I noticed that the problem doesn't happen when the scrip is acting upon "on > > > comment" condition. > > > But with other conditions like "On Status Change" and "On Owner Change" the > > > problem persists. > > > If I change the action to "Send Email", which is what i want, the system > > > sends 2 emails. > > > > > > Thanks in advance. > > > Daniel Silveira > > >>>> Kevin Falcone 09/29/11 6:56 pm >>> > > > On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: > > >> Hi, > > >> > > >> I have the exact same problem with a very simple test-only scrip: > > >> > > >> Condition: on a transaction > > >> Action: user defined > > >> Stage: TransactionBatch > > >> > > >> Action code: > > >> $RT::Logger->info($self->TransactionObj->Id); > > > > > > There are two action boxes. > > > > > > Custom action preparation code: > > > Custom action cleanup code: > > > > > > Which one did you put the log in. > > > What did you put in the other one. > > > > > > -kevin > > > > > >> Every transaction generated fires twice this scrip. If I chage the > > >> stage to TransactionCreate, > > >> then it works. > > >> > > >> Logfile: > > >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) > > >> [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) > > >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) > > >> [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) > > >> Thank you. > > >> Daniel Silveira > > >> > > >> On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: > > >> > Hi, > > >> > > > >> > I have a scrip to to check when the ticket status changes. If I put it > > >> as TransactionBatch mode, > > >> > each time I change the ticket status, the scrip got fired twice and > > >> there will be dupllicated emails > > >> > sent out. I had to use TransactionBatch, since we want an email > > >> notification to be sent out when > > >> > either > > >> > 1. the user use reply and modify the ticket status > > >> > 2. modify the ticket status > > >> > > > >> > TransactionBatch works fine when user reply and modify ticket status > > >> but got duplicated emails when > > >> > just change ticket status. > > >> > > >> Please show your scrip configuration > > >> > > >> -kevin > > > > > >> -------- > > >> RT Training Sessions (http://bestpractical.com/services/training.html) > > >> * San Francisco, CA, USA ? October 18 & 19, 2011 > > >> * Washington DC, USA ? October 31 & November 1, 2011 > > >> * Melbourne VIC, Australia ? November 28 & 29, 2011 > > >> * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > > > > -------- > > > RT Training Sessions (http://bestpractical.com/services/training.html) > > > * San Francisco, CA, USA -- October 18 & 19, 2011 > > > * Washington DC, USA -- October 31 & November 1, 2011 > > > * Melbourne VIC, Australia -- November 28 & 29, 2011 > > > * Barcelona, Spain -- November 28 & 29, 2011 > > > > > > > -- > > Best regards, Ruslan. > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > * Washington DC, USA ? October 31 & November 1, 2011 > > * Melbourne VIC, Australia ? November 28 & 29, 2011 > > * Barcelona, Spain ? November 28 & 29, 2011 > > References > > Visible links > 1. http://issues.bestpractical.com/Ticket/Display.html?id=18426 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * 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 Oct 5 17:18:42 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 5 Oct 2011 16:18:42 -0500 Subject: [rt-users] First Callback is not working at all - RESOLVED In-Reply-To: References: <4E8334BC.6030305@mpexnet.de><4E833861.10504@xs4all.nl><4E84AF2D.5000707@mpexnet.de> Message-ID: Now it suddenly seems to work...I removed some spacing, maybe it was the paste across from windows to ssh...nonetheless, after I removed the spacing I was getting a nice little perl error so I had to explicitly define the $myskip variable: my($myskip)=1; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, October 05, 2011 3:08 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First Callback is not working at all Ok...so actually I have noticed this callback is not working at all. I have placed the code Lars has below in a file called SkipTransaction (the callback used in ShowHistory) in /opt/rt4/local/html/Callbacks/hibbett/Ticket/Elements/ShowHistory I've changed the owner using chown -R root:www-data on the Callbacks directory I've deleted / cleared the mason cache This callback is not seeming to work for me. I would definitely appreciate some help here. Thanks in advance, Izz -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, October 05, 2011 2:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limit Ticket History View to Correspondence andCreateonly Ok...so I did my research and found where callbacks are placed, and how. So now I have this SkipTransaction callback, and it removes everything except for the initial Create, Correspondence, and Comments. I have it as coded below -- /^(Correspond|Create)$/ But it would seem comments are inclusive within correspondence in the api? I don't want unprivileged users to see comments. Any pointers? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Tuesday, October 04, 2011 8:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Limit Ticket History View to Correspondence and Createonly I want to implement this exact setting for unprivileged users. We do not have any special callbacks, and therefore don't have a directory structure like: /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction (we're using RT4.0.2, but the /opt/rt4/local/html directory is completely empty) My question again is where would I put the SkipTransaction code from below, and from where, and I guess how, would I call it? I'm not familiar with implementing Callbacks, so any help would be greatly appreciated. Thanks, Izz -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lars Braeuer Sent: Thursday, September 29, 2011 12:47 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Limiting the information unprivileged users are ableto see via the webinterface Hello Joop, thanks a lot for this hint. This really saved my day. :) Actually, I finally achieved what I wanted to do with the following (in case someone else is looking for this): <%init> return if $session{'CurrentUser'}->Privileged; my $myskip=1; if ( $Transaction->Type =~ /^(Correspond|Create)$/ ) { $myskip = 0; } $$skip=$myskip; <%args> $Transaction => undef $skip This skips everything but Correspond and the initial Create message. Also thanks to Thomas about the "return" hint. Best regards, Lars -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 From josh.cole at fresno.edu Wed Oct 5 17:25:26 2011 From: josh.cole at fresno.edu (josh.cole) Date: Wed, 5 Oct 2011 14:25:26 -0700 (PDT) Subject: [rt-users] Error when users login for the first time In-Reply-To: <32592800.post@talk.nabble.com> References: <32592800.post@talk.nabble.com> Message-ID: <32596342.post@talk.nabble.com> Understood but the strange thing is...Some users authenticate without fail. This only happens with maybe every 1 in 5 users. josh.cole wrote: > > Can't call method "SetDisabled" on an undefined value at > /opt/rt4/sbin/../lib/RT/User.pm line > > Any ideas? > -- View this message in context: http://old.nabble.com/Error-when-users-login-for-the-first-time-tp32592800p32596342.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Thu Oct 6 02:38:01 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 5 Oct 2011 23:38:01 -0700 (PDT) Subject: [rt-users] Problem with own CF scrip In-Reply-To: <32527254.post@talk.nabble.com> References: <32503721.post@talk.nabble.com> <32527254.post@talk.nabble.com> Message-ID: <32599481.post@talk.nabble.com> pushed .... -- View this message in context: http://old.nabble.com/Problem-with-own--CF-scrip-tp32503721p32599481.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jvdwege at xs4all.nl Thu Oct 6 03:38:46 2011 From: jvdwege at xs4all.nl (Joop) Date: Thu, 06 Oct 2011 09:38:46 +0200 Subject: [rt-users] Due date searching Message-ID: <4E8D5B06.3000205@xs4all.nl> Hello All, Instead of answering a question I'm going to ask one ;-) I searched my archive of rt-users but couldn't find what I was looking for so here it comes. I have started using RT-Extension-SLA and have ofcourse lots of tickets where the due date is not set. The problem is I wanted to create a dashboard that shows all over due tickets but the simple search DUE Hi, We've started using RT in our production environment at the start of this week and are really happy with the breath of fresh air :-) (our previous ticketing system really was a drag...) As such, with al new implememtations allot of questions arrize about things that we couldn't forsee during the testing. One of these questions is about the SLA plugin, it works but I've now gotten some questions about "how does it work exactly" and "does it stall the Due date when a ticket is parked" or "on reopening, does it stall the Due date". >From what I understand, the SLA plugin does the following things: - 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). Hopefully I've got the basics right up to this poing? (correct me if I'm wrong) Assuming the above is correct it also means that I can only answer the first question, the other two seem to be impossible (for as far as I know). So for this mailing list I have the following questions, and hopefully someone can shed some light upon them: - Is there a way to "pause" (on hold) the SLA time, where the Due date during the "paused state" is increased during that status? (e.g. during Parked tickets) - And, basically the same question. Is there a way to stall the Due date when tickets are closed and then reopened, where the Due date is increased in a similar way as the above? Hopefully there is a way :-) Thanks in advance! -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Thu Oct 6 06:31:13 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 6 Oct 2011 03:31:13 -0700 (PDT) Subject: [rt-users] Survey Implementation for RT Message-ID: <32599850.post@talk.nabble.com> Hello everybody I think it will be nice to make an survey for a ticket or sth like that is sth planned for this or are there any extensions for it ? best regards john s. -- View this message in context: http://old.nabble.com/Survey-Implementation-for-RT-tp32599850p32599850.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Charles.Kugelman at kaplan.com Thu Oct 6 08:47:47 2011 From: Charles.Kugelman at kaplan.com (Charles Kugelman) Date: Thu, 6 Oct 2011 08:47:47 -0400 Subject: [rt-users] Custom Fields - Incorrect Order on 3.8.10 In-Reply-To: References: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com> Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F327E0437D@EXKPBYSB1.alpha.kaplaninc.com> Hi Ruslan, (1) We're using DBIx::SearchBuilder 1.54. (2) Here is the output of your query: NAME NAME SORTORDER Manager's Name Add New Employee 2 Last Name Add New Employee 1 First Name Add New Employee 0 The "SORTORDER" does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. (3) Here are the CustomFields queries from the RT log. [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') ; (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) Thanks for your help! -CK -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, September 30, 2011 5:44 PM To: Charles Kugelman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Which version of DBIx::SearchBuilder module do you use? Upgrade to 1.53 at least. Run the following query and send results: SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman wrote: > Hello All, > > We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version > 4 at a later date). > > > > We?ve always had an issue (with 3.8.2) where the Custom Fields (under > Queue>Ticket Custom Fields) will work great for a while after they?re > Queue>added > to a queue but will start to malfunction on the queue after some time > (most notably after adding additional CFs to the queue). This behavior > seems to have carried over to 3.8.10 for our environment, though I was > hopeful it would not due to the CF ordering fix in 3.8.8. > > > > The malfunction generally consists of three things: > > 1.?????? When trying to change the order of the CFs on a queue (using > the Up and Down links), RT will report that the CF was moved up or > down. The position of the ?moved? custom field however will remain unchanged. > > 2.?????? When at the create tickets page for queue with the CFs > applied, the order of the CFs is exactly the same as in item 1, not as > I initially had them ordered. This is the most problematic part for > users due to the chaotic order of CFs on the create ticket screen. > > 3.?????? Once a queue is broken (i.e. the CFs have stopped responding > to my ordering requests using the Up/Down links), it seems to stay > that way (even if I remove all the CFs and re-add them). > > > > There are quite a few customized pages/etc. in the /opt/rt3/local > directory (which were made using files from 3.8.2). This may be > contributing to the problem, but I?m not sure which (if any) of these > pages could be contributing to the issue. > > > > We?re running RT 3.8.10 using an Oracle database. > > > > Any thoughts? > > > > -CK > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Melbourne VIC, Australia ? November 28 & 29, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Oct 6 09:14:30 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 15:14:30 +0200 Subject: [rt-users] Custom Fields - Incorrect Order on 3.8.10 In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F327E0437D@EXKPBYSB1.alpha.kaplaninc.com> References: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com> <9E0168DD8BF6954A9096D2B8E40A55F327E0437D@EXKPBYSB1.alpha.kaplaninc.com> Message-ID: Hi, Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module. On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman wrote: > Hi Ruslan, > > (1) We're using DBIx::SearchBuilder 1.54. > > (2) Here is the output of your query: > > NAME ? ? ? ? ? ? ? ? ? ?NAME ? ? ? ? ? ? ? ? ? ?SORTORDER > Manager's Name ?Add New Employee ? ? ? ?2 > Last Name ? ? ? ? ? ? ? Add New Employee ? ? ? ?1 > First Name ? ? ? ? ? ? ?Add New Employee ? ? ? ?0 > > The "SORTORDER" does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. > > (3) Here are the CustomFields queries from the RT log. > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ? GROUP BY main.id ? ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ?) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ? GROUP BY main.id ? ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ?) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') ; (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > Thanks for your help! > > -CK > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 > > Hi, > > Which version of DBIx::SearchBuilder module do you use? Upgrade to > 1.53 at least. > > Run the following query and send results: > > SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; > > Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. > > On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman wrote: >> Hello All, >> >> We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version >> 4 at a later date). >> >> >> >> We?ve always had an issue (with 3.8.2) where the Custom Fields (under >> Queue>Ticket Custom Fields) will work great for a while after they?re >> Queue>added >> to a queue but will start to malfunction on the queue after some time >> (most notably after adding additional CFs to the queue). This behavior >> seems to have carried over to 3.8.10 for our environment, though I was >> hopeful it would not due to the CF ordering fix in 3.8.8. >> >> >> >> The malfunction generally consists of three things: >> >> 1.?????? When trying to change the order of the CFs on a queue (using >> the Up and Down links), RT will report that the CF was moved up or >> down. The position of the ?moved? custom field however will remain unchanged. >> >> 2.?????? When at the create tickets page for queue with the CFs >> applied, the order of the CFs is exactly the same as in item 1, not as >> I initially had them ordered. This is the most problematic part for >> users due to the chaotic order of CFs on the create ticket screen. >> >> 3.?????? Once a queue is broken (i.e. the CFs have stopped responding >> to my ordering requests using the Up/Down links), it seems to stay >> that way (even if I remove all the CFs and re-add them). >> >> >> >> There are quite a few customized pages/etc. in the /opt/rt3/local >> directory (which were made using files from 3.8.2). This may be >> contributing to the problem, but I?m not sure which (if any) of these >> pages could be contributing to the issue. >> >> >> >> We?re running RT 3.8.10 using an Oracle database. >> >> >> >> Any thoughts? >> >> >> >> -CK >> >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From fireskyer at gmx.de Thu Oct 6 09:14:37 2011 From: fireskyer at gmx.de (john s.) Date: Thu, 6 Oct 2011 06:14:37 -0700 (PDT) Subject: [rt-users] Spell checking Solutions for RT In-Reply-To: <32415585.post@talk.nabble.com> References: <32399338.post@talk.nabble.com> <4E661E52.4090205@bestpractical.com> <32415585.post@talk.nabble.com> Message-ID: <32600577.post@talk.nabble.com> Any other way to implement some spell checking stuff in RT? best regards john -- View this message in context: http://old.nabble.com/Spell-checking-Solutions-for-RT-tp32399338p32600577.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Charles.Kugelman at kaplan.com Thu Oct 6 09:18:43 2011 From: Charles.Kugelman at kaplan.com (Charles Kugelman) Date: Thu, 6 Oct 2011 09:18:43 -0400 Subject: [rt-users] Custom Fields - Incorrect Order on 3.8.10 In-Reply-To: References: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com><9E0168DD8BF6954A9096D2B8E40A55F327E0437D@EXKPBYSB1.alpha.kaplaninc.com> Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F327E043E0@EXKPBYSB1.alpha.kaplaninc.com> Thanks Ruslan! I'll upgrade to the latest version and report back. -CK -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:15 AM To: Charles Kugelman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module. On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman wrote: > Hi Ruslan, > > (1) We're using DBIx::SearchBuilder 1.54. > > (2) Here is the output of your query: > > NAME ? ? ? ? ? ? ? ? ? ?NAME ? ? ? ? ? ? ? ? ? ?SORTORDER Manager's > Name ?Add New Employee ? ? ? ?2 Last Name ? ? ? ? ? ? ? Add New > Employee ? ? ? ?1 First Name ? ? ? ? ? ? ?Add New Employee ? ? ? ?0 > > The "SORTORDER" does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. > > (3) Here are the CustomFields queries from the RT log. > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM > ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id > ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket') ? GROUP BY main.id ? ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC ?) distinctquery, CustomFields > main WHERE (main.id = distinctquery.id); > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM > ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id > ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket') ? GROUP BY main.id ? ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC ?) distinctquery, CustomFields > main WHERE (main.id = distinctquery.id); > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT > COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id > ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket-RT::Transaction') ; > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > Thanks for your help! > > -CK > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 > > Hi, > > Which version of DBIx::SearchBuilder module do you use? Upgrade to > 1.53 at least. > > Run the following query and send results: > > SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN > CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id > = ocf.ObjectId; > > Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. > > On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman wrote: >> Hello All, >> >> We recently updated RT from 3.8.2 to 3.8.10 (planning to go to >> version >> 4 at a later date). >> >> >> >> We?ve always had an issue (with 3.8.2) where the Custom Fields (under >> Queue>Ticket Custom Fields) will work great for a while after they?re >> Queue>added >> to a queue but will start to malfunction on the queue after some time >> (most notably after adding additional CFs to the queue). This >> behavior seems to have carried over to 3.8.10 for our environment, >> though I was hopeful it would not due to the CF ordering fix in 3.8.8. >> >> >> >> The malfunction generally consists of three things: >> >> 1.?????? When trying to change the order of the CFs on a queue (using >> the Up and Down links), RT will report that the CF was moved up or >> down. The position of the ?moved? custom field however will remain unchanged. >> >> 2.?????? When at the create tickets page for queue with the CFs >> applied, the order of the CFs is exactly the same as in item 1, not >> as I initially had them ordered. This is the most problematic part >> for users due to the chaotic order of CFs on the create ticket screen. >> >> 3.?????? Once a queue is broken (i.e. the CFs have stopped responding >> to my ordering requests using the Up/Down links), it seems to stay >> that way (even if I remove all the CFs and re-add them). >> >> >> >> There are quite a few customized pages/etc. in the /opt/rt3/local >> directory (which were made using files from 3.8.2). This may be >> contributing to the problem, but I?m not sure which (if any) of these >> pages could be contributing to the issue. >> >> >> >> We?re running RT 3.8.10 using an Oracle database. >> >> >> >> Any thoughts? >> >> >> >> -CK >> >> >> >> -------- >> RT Training Sessions >> (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Thu Oct 6 09:44:51 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 6 Oct 2011 08:44:51 -0500 Subject: [rt-users] skip the queue selection for unprivileged users Message-ID: So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 for unprivileged users on all queues except the 'General' queue. I also have set in the SiteConfig file the DefaultQueue to "General", but unprivileged users still receive a screen for 'Queue selection' when creating a new ticket, AND it allows them to create tickets in queues other than the General queue. I am a bit stumped on this. If I have removed the permissions, why can unprivileged users still see and create tickets in other queues? We have, for example Queue1, Queue2, Queue3, etc. I don't want them to see or access Queue1 - QueueN, but ONLY the General Queue. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 6 09:53:42 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 15:53:42 +0200 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: Message-ID: Hi, Then SeeQueue and CreateTicket is granted to too many users. On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah wrote: > So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 > for unprivileged users on all queues except the ?General? queue.? I also > have set in the SiteConfig file the DefaultQueue to ?General?, but > unprivileged users still receive a screen for ?Queue selection? when > creating a new ticket, AND it allows them to create tickets in queues other > than the General queue. > > > > I am a bit stumped on this.? If I have removed the permissions, why can > unprivileged users still see and create tickets in other queues? > > > > We have, for example Queue1, Queue2, Queue3, etc. > > I don?t want them to see or access Queue1 ? QueueN, but ONLY the General > Queue. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Thu Oct 6 09:59:46 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 6 Oct 2011 08:59:46 -0500 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: Message-ID: That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. These two groups have no rights at all at the global level. The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 8:54 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Hi, Then SeeQueue and CreateTicket is granted to too many users. On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah wrote: > So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 > for unprivileged users on all queues except the ?General? queue.? I also > have set in the SiteConfig file the DefaultQueue to ?General?, but > unprivileged users still receive a screen for ?Queue selection? when > creating a new ticket, AND it allows them to create tickets in queues other > than the General queue. > > > > I am a bit stumped on this.? If I have removed the permissions, why can > unprivileged users still see and create tickets in other queues? > > > > We have, for example Queue1, Queue2, Queue3, etc. > > I don?t want them to see or access Queue1 ? QueueN, but ONLY the General > Queue. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From bart at pleh.info Thu Oct 6 10:18:34 2011 From: bart at pleh.info (Bart) Date: Thu, 6 Oct 2011 16:18:34 +0200 Subject: [rt-users] Read requestor user CF and write the value into a ticket CF In-Reply-To: References: <20111005140837.GA10975@staff-mud-56-27.rice.edu> <20111005142511.GR37710@jibsheet.com> Message-ID: I've gotten a little further now with the following code: my $my_rq = $self->TicketObj->RequestorAddresses; > > my $temp_user = RT::User->new(); > $temp_user->LoadByEmail($my_rq); > my $rq_org = $temp_user->Organization(); > > $self->TicketObj->AddCustomFieldValue(Field => 'Oplossing', Value => > $rq_org); > > return 1; > But, getting a custom field value from that user (instead of the regular organization field) doesn't seem to work. I've tried the following line for getting the User CF: my $rq_org = $temp_user->FirstCustomFieldValue('CF Name'); > Any thoughts on how to get the User CF? -- Bart 2011/10/5 Bart > If I were to use the UserObj, how would that look? > > I find it difficult to make the transition from requestor e-mail address to > used ID and from there to a users custom field O_o > > As for the More about requestors box, we like the default usage lol + we > want the ability to make reports/charts based on the value of the tickets > Organisation field. > > -- Bart > > > 2011/10/5 Kevin Falcone > >> On Wed, Oct 05, 2011 at 09:08:37AM -0500, ktm at rice.edu wrote: >> > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: >> > > Hi, >> > > >> > > For users we've added an extra CF which is an autocomplete field >> containing >> > > a list of roughly 450 organisations that we work with. We had to make >> a >> > > separate CF for this in order to help our users a little, saves typo's >> and >> > > makes adding an organisation to a user easy. So basically we're >> ignoring the >> > > RT default Organisation field and have a separate CF for this purpose. >> > > >> > > The second thing we now want is to show that organisation name (the >> one in >> > > the organisation CF) in our tickets, so that we can make nice reports >> based >> > > on that information. >> > > This is where I'm stuck, I can't seem to figure out how to read the CF >> for a >> > > requestor (or any user) and thus am unable to write the value into a >> ticket >> > > CF. >> > > >> > > I know how to read and write into ticket CF's, but I have no clue on >> how to >> > > read information from a requestor of a ticket. >> > > >> > > Reading information from a tidcket CF: >> > > >> > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); >> > > >> > > Writing information into a ticket CF: >> > > >> > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', >> Value => >> > > $my_owner); >> > > >> > > Or, instead of a variable use a fixed value between single quotes. >> > > >> > > I also know that this piece of code gets a ticket requestor e-mail >> address: >> > > >> > > my $requestor_address = $self->TicketObj->RequestorAddresses; >> > > >> > > But thats about as far as I'm able to get.... >> > > >> > > Can anyone point me in the right direction for this one? >> > > >> > > >> > > -- Bart >> > >> > Hi Bart, >> > >> > If I am understanding your question, you want to be able to script >> > reading/writing User custom fields. It happens that I have hit the >> > same stumbling block. It is easy to update Ticket custom fields, but >> > I would like to do the same with User CFs. The only thing that looks >> > like it would work is RT::Record, ugh. I hope that someone has a >> > better option... patch for REST, the RT CLI...? Any help would be >> > appreciated. >> >> Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User >> object? >> They're RT::Record methods, and thus available on all RT objects >> (although it only makes sense on the ones that have CFs applied). >> >> RT4 also allows customization of the More about Requestors box from >> the config using Formats so you can just display the User CF directly >> rather than copying. >> >> -kevin >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA ? October 18 & 19, 2011 >> * Washington DC, USA ? October 31 & November 1, 2011 >> * Barcelona, Spain ? November 28 & 29, 2011 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 6 10:36:21 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 16:36:21 +0200 Subject: [rt-users] SLA Extension - how it works (and more) In-Reply-To: References: Message-ID: On Thu, Oct 6, 2011 at 10:50 AM, Bart wrote: > Hi, > > We've started using RT in our production environment at the start of this > week and are really happy with the breath of fresh air :-) (our previous > ticketing system really was a drag...) > > As such, with al new implememtations allot of questions arrize about things > that we couldn't forsee during the testing. > > One of these questions is about the SLA plugin, it works but I've now gotten > some questions about "how does it work exactly" and "does it stall the Due > date when a ticket is parked" or "on reopening, does it stall the Due date". > > From what I understand, the SLA plugin does the following things: > > 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). > > Hopefully I've got the basics right up to this poing? (correct me if I'm > wrong) Quite close. Pretty much everything that happens with this extension is described in http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm. Doc may need some love to make it more clear. > Assuming the above is correct it also means that I can only answer the first > question, the other two seem to be impossible (for as far as I know). > So for this mailing list I have the following questions, and hopefully > someone can shed some light upon them: > > Is there a way to "pause" (on hold) the SLA time, where the Due date during > the "paused state" is increased during that status? (e.g. during Parked > tickets) Parking tickets is not implemented. > And, basically the same question. Is there a way to stall the Due date when > tickets are closed and then reopened, where the Due date is increased in a > similar way as the above? When ticket is re-opened than old values are returned. So resolve deadline returned to old value. I think it's correct. This depends on what happens and what you expect from that. For example if customers often reply to old tickets with new problems then you should use new tickets for that, in this case forking into new ticket may help. If customer replies to a closed ticket then problem has not been resolved and you're overdue. SLA extension cover basic situations and there are a lot of space for new options to cover more complex scenarios, but every new option requires a lot thinking and increases complexity. > Hopefully there is a way :-) Thanks in advance! > > -- Bart -- Best regards, Ruslan. From ruz at bestpractical.com Thu Oct 6 10:44:23 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 16:44:23 +0200 Subject: [rt-users] Read requestor user CF and write the value into a ticket CF In-Reply-To: References: <20111005140837.GA10975@staff-mud-56-27.rice.edu> <20111005142511.GR37710@jibsheet.com> Message-ID: On Thu, Oct 6, 2011 at 4:18 PM, Bart wrote: > I've gotten a little further now with the following code: > >> my $my_rq = $self->TicketObj->RequestorAddresses; >> >> my $temp_user = RT::User->new(); >> $temp_user->LoadByEmail($my_rq); Instead you can use the following code: my $users = $self->TicketObj->Requestors->UserMembersObj; my $first_user = $users->First; >> my $rq_org = $temp_user->Organization(); >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Oplossing', Value => >> $rq_org); >> >> return 1; > > But, getting a custom field value from that user (instead of the regular > organization field) doesn't seem to work. > I've tried the following line for getting the User CF: > >> my $rq_org = $temp_user->FirstCustomFieldValue('CF Name'); > > Any thoughts on how to get the User CF? That line should work. Any special (non-ASCII) characters in name of the CF? If yes then "use utf8;" line in the beginning of the code. > -- Bart > > > 2011/10/5 Bart >> >> If I were to use the UserObj, how would that look? >> >> I find it difficult to make the transition from requestor e-mail address >> to used ID and from there to a users custom field O_o >> >> As for the More about requestors box, we like the default usage lol + we >> want the ability to make reports/charts based on the value of the tickets >> Organisation field. >> >> -- Bart >> >> >> 2011/10/5 Kevin Falcone >>> >>> On Wed, Oct 05, 2011 at 09:08:37AM -0500, ktm at rice.edu wrote: >>> > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote: >>> > > Hi, >>> > > >>> > > For users we've added an extra CF which is an autocomplete field >>> > > containing >>> > > a list of roughly 450 organisations that we work with. We had to make >>> > > a >>> > > separate CF for this in order to help our users a little, saves >>> > > typo's and >>> > > makes adding an organisation to a user easy. So basically we're >>> > > ignoring the >>> > > RT default Organisation field and have a separate CF for this >>> > > purpose. >>> > > >>> > > The second thing we now want is to show that organisation name (the >>> > > one in >>> > > the organisation CF) in our tickets, so that we can make nice reports >>> > > based >>> > > on that information. >>> > > This is where I'm stuck, I can't seem to figure out how to read the >>> > > CF for a >>> > > requestor (or any user) and thus am unable to write the value into a >>> > > ticket >>> > > CF. >>> > > >>> > > I know how to read and write into ticket CF's, but I have no clue on >>> > > how to >>> > > read information from a requestor of a ticket. >>> > > >>> > > Reading information from a tidcket CF: >>> > > >>> > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name'); >>> > > >>> > > Writing information into a ticket CF: >>> > > >>> > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name', >>> > > Value => >>> > > $my_owner); >>> > > >>> > > Or, instead of a variable use a fixed value between single quotes. >>> > > >>> > > I also know that this piece of code gets a ticket requestor e-mail >>> > > address: >>> > > >>> > > my $requestor_address = $self->TicketObj->RequestorAddresses; >>> > > >>> > > But thats about as far as I'm able to get.... >>> > > >>> > > Can anyone point me in the right direction for this one? >>> > > >>> > > >>> > > -- Bart >>> > >>> > Hi Bart, >>> > >>> > If I am understanding your question, you want to be able to script >>> > reading/writing User custom fields. It happens that I have hit the >>> > same stumbling block. It is easy to update Ticket custom fields, but >>> > I would like to do the same with User CFs. The only thing that looks >>> > like it would work is RT::Record, ugh. I hope that someone has a >>> > better option... patch for REST, the RT CLI...? Any help would be >>> > appreciated. >>> >>> Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User >>> object? >>> They're RT::Record methods, and thus available on all RT objects >>> (although it only makes sense on the ones that have CFs applied). >>> >>> RT4 also allows customization of the More about Requestors box from >>> the config using Formats so you can just display the User CF directly >>> rather than copying. >>> >>> -kevin >>> >>> -------- >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >>> * ?Washington DC, USA ? October 31 & November 1, 2011 >>> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From Randy.Black at Buckle.com Thu Oct 6 10:45:42 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Thu, 6 Oct 2011 09:45:42 -0500 Subject: [rt-users] RT-Extention-QueueDeactivatedScrips Message-ID: Does anyone use this extension and have it working in a production 4.0.2 instance of RT? I have it installed, but when selecting a queue and then selecting 'scrips > select' from the menu, I get "could not find component for path '/Admin/Elements/QueueTabs'" Looking through the doc, the wiki and google, produced nothing. Thanks, Randy -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 6 10:49:06 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 16:49:06 +0200 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: Message-ID: Hi, Unprivileged users still can be in some groups. Use SELECT * FROM ACL WHERE RightName = 'SeeQueue'; This may give you a clue. On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah wrote: > That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. ?So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. ?These two groups have no rights at all at the global level. ?The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 8:54 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Then SeeQueue and CreateTicket is granted to too many users. > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah wrote: >> So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 >> for unprivileged users on all queues except the ?General? queue.? I also >> have set in the SiteConfig file the DefaultQueue to ?General?, but >> unprivileged users still receive a screen for ?Queue selection? when >> creating a new ticket, AND it allows them to create tickets in queues other >> than the General queue. >> >> >> >> I am a bit stumped on this.? If I have removed the permissions, why can >> unprivileged users still see and create tickets in other queues? >> >> >> >> We have, for example Queue1, Queue2, Queue3, etc. >> >> I don?t want them to see or access Queue1 ? QueueN, but ONLY the General >> Queue. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Thu Oct 6 11:04:00 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 6 Oct 2011 10:04:00 -0500 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: Message-ID: Interesting...I have 26 rows, all principal types of group. Of that, there are 9 unique principal ids. If I add the 3 system groups and our 6 user groups, we have 9. Thanks for the sql...I'll look around and see why these have that right, where it came from, and I'll post back. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:49 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Hi, Unprivileged users still can be in some groups. Use SELECT * FROM ACL WHERE RightName = 'SeeQueue'; This may give you a clue. On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah wrote: > That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. ?So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. ?These two groups have no rights at all at the global level. ?The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 8:54 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Then SeeQueue and CreateTicket is granted to too many users. > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah wrote: >> So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 >> for unprivileged users on all queues except the ?General? queue.? I also >> have set in the SiteConfig file the DefaultQueue to ?General?, but >> unprivileged users still receive a screen for ?Queue selection? when >> creating a new ticket, AND it allows them to create tickets in queues other >> than the General queue. >> >> >> >> I am a bit stumped on this.? If I have removed the permissions, why can >> unprivileged users still see and create tickets in other queues? >> >> >> >> We have, for example Queue1, Queue2, Queue3, etc. >> >> I don?t want them to see or access Queue1 ? QueueN, but ONLY the General >> Queue. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From MarkRoedel at letu.edu Thu Oct 6 11:12:26 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 6 Oct 2011 15:12:26 +0000 Subject: [rt-users] Survey Implementation for RT In-Reply-To: <32599850.post@talk.nabble.com> References: <32599850.post@talk.nabble.com> Message-ID: <2B3D699B434F1F49B73F97861B5FD5446F84E727@Mail-DB-1.letnet.net> We're using an installation of LimeSurvey (www.limesurvey.org) to host our customer satisfaction followup for completed tickets, with scrip actions based on http://requesttracker.wikia.com/wiki/RemoteControlLimeSurvey for integration. Mark Roedel Webmaster Enrollment Services LeTourneau University 903-233-3535 (w) | 903-233-3105 (f) www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of john s. Sent: Thursday, October 06, 2011 5:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Survey Implementation for RT Hello everybody I think it will be nice to make an survey for a ticket or sth like that is sth planned for this or are there any extensions for it ? From kfcrocker at lbl.gov Thu Oct 6 11:37:32 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 6 Oct 2011 08:37:32 -0700 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: Message-ID: Izz, check out what rights you have granted at the Queue level. Go to each Queue and see what you did. Any of them could have granted "SeeQueue" and "CreateTicket" granted to Everyone or unprivileged. Kenn LBNL On Thu, Oct 6, 2011 at 8:04 AM, Izz Abdullah wrote: > Interesting...I have 26 rows, all principal types of group. Of that, there > are 9 unique principal ids. If I add the 3 system groups and our 6 user > groups, we have 9. Thanks for the sql...I'll look around and see why these > have that right, where it came from, and I'll post back. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf > Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 9:49 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Unprivileged users still can be in some groups. Use SELECT * FROM ACL > WHERE RightName = 'SeeQueue'; This may give you a clue. > > On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah > wrote: > > That is what I thought, but I can only 'see' the privileged users in the > web UI since we are using LDAP authentication. So if I go instead to > Tools->Configuration->Global->Group Rights, I have already removed the > rights for 'Everyone' and 'Unprivileged'. These two groups have no rights > at all at the global level. The user groups we have defined are limited to > privileged users, so this is why I am stumped removing the rights hasn't > solved my problem. > > > > -----Original Message----- > > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > > Sent: Thursday, October 06, 2011 8:54 AM > > To: Izz Abdullah > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > > > Hi, > > > > Then SeeQueue and CreateTicket is granted to too many users. > > > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah > wrote: > >> So I have removed all the rights from a 3.8.4 migrated database into > 4.0.2 > >> for unprivileged users on all queues except the ?General? queue. I also > >> have set in the SiteConfig file the DefaultQueue to ?General?, but > >> unprivileged users still receive a screen for ?Queue selection? when > >> creating a new ticket, AND it allows them to create tickets in queues > other > >> than the General queue. > >> > >> > >> > >> I am a bit stumped on this. If I have removed the permissions, why can > >> unprivileged users still see and create tickets in other queues? > >> > >> > >> > >> We have, for example Queue1, Queue2, Queue3, etc. > >> > >> I don?t want them to see or access Queue1 ? QueueN, but ONLY the General > >> Queue. > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * San Francisco, CA, USA ? October 18 & 19, 2011 > >> * Washington DC, USA ? October 31 & November 1, 2011 > >> * Barcelona, Spain ? November 28 & 29, 2011 > >> > > > > > > > > -- > > Best regards, Ruslan. > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Thu Oct 6 11:54:03 2011 From: jvdwege at xs4all.nl (Joop) Date: Thu, 06 Oct 2011 17:54:03 +0200 Subject: [rt-users] Spell checking Solutions for RT In-Reply-To: <32600577.post@talk.nabble.com> References: <32399338.post@talk.nabble.com> <4E661E52.4090205@bestpractical.com> <32415585.post@talk.nabble.com> <32600577.post@talk.nabble.com> Message-ID: <4E8DCF1B.2050401@xs4all.nl> john s. wrote: > Any other way to implement some spell checking stuff in RT? > Did once some scripting to spellcheck but that is way back in time, RT-3.6 or older. Don't know if you can still use that. Joop From falcone at bestpractical.com Thu Oct 6 12:17:45 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Oct 2011 12:17:45 -0400 Subject: [rt-users] Due date searching In-Reply-To: <4E8D5B06.3000205@xs4all.nl> References: <4E8D5B06.3000205@xs4all.nl> Message-ID: <20111006161745.GA916@jibsheet.com> On Thu, Oct 06, 2011 at 09:38:46AM +0200, Joop wrote: > Hello All, > > Instead of answering a question I'm going to ask one ;-) > > I searched my archive of rt-users but couldn't find what I was looking > for so here it comes. > > I have started using RT-Extension-SLA and have ofcourse lots of tickets > where the due date is not set. The problem is I wanted to create a > dashboard that shows all over due tickets but the simple search > DUE due date which is not set. > Q: is there a way to filter these out? Try "and Due > '1970-01-01 00:00:00'" -kevin -------------- 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 Thu Oct 6 12:41:12 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 6 Oct 2011 11:41:12 -0500 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: Message-ID: I had already removed from the web ui all of the privileges I could find at the group and queue level. Upon inspection in mySQL I find these oddities which have 'SeeQueue' rights: Groups Table: 5 | | Pseudogroup for internal use | SystemInternal | Unprivileged | 0 | 0 | NULL | 0 | NULL 4 | | Pseudogroup for internal use | SystemInternal | Privileged | 0 | 0 | NULL | 0 | NULL 52233 | User 52232 | ACL equiv. for user 52232 | ACLEquivalence | UserEquiv | 52232 | 0 | NULL | 0 | NULL 25 | User 24 | ACL equiv. for user 24 | ACLEquivalence | UserEquiv | 24 | 0 | NULL | 0 | NULL Can anyone explain this? Or was there some odd inventions in the database before I came in and started the migration? :) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, October 06, 2011 10:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Izz, check out what rights you have granted at the Queue level. Go to each Queue and see what you did. Any of them could have granted "SeeQueue" and "CreateTicket" granted to Everyone or unprivileged. Kenn LBNL On Thu, Oct 6, 2011 at 8:04 AM, Izz Abdullah > wrote: Interesting...I have 26 rows, all principal types of group. Of that, there are 9 unique principal ids. If I add the 3 system groups and our 6 user groups, we have 9. Thanks for the sql...I'll look around and see why these have that right, where it came from, and I'll post back. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:49 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Hi, Unprivileged users still can be in some groups. Use SELECT * FROM ACL WHERE RightName = 'SeeQueue'; This may give you a clue. On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah > wrote: > That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. These two groups have no rights at all at the global level. The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 8:54 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Then SeeQueue and CreateTicket is granted to too many users. > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah > wrote: >> So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 >> for unprivileged users on all queues except the 'General' queue. I also >> have set in the SiteConfig file the DefaultQueue to "General", but >> unprivileged users still receive a screen for 'Queue selection' when >> creating a new ticket, AND it allows them to create tickets in queues other >> than the General queue. >> >> >> >> I am a bit stumped on this. If I have removed the permissions, why can >> unprivileged users still see and create tickets in other queues? >> >> >> >> We have, for example Queue1, Queue2, Queue3, etc. >> >> I don't want them to see or access Queue1 - QueueN, but ONLY the General >> Queue. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA - October 18 & 19, 2011 >> * Washington DC, USA - October 31 & November 1, 2011 >> * Barcelona, Spain - November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 6 13:24:02 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 19:24:02 +0200 Subject: [rt-users] RT-Extention-QueueDeactivatedScrips In-Reply-To: References: Message-ID: Hi, File that couldn't be found was deleted between RT3 and RT4. What means that extension has not been ported over RT4. On Thu, Oct 6, 2011 at 4:45 PM, Randy Black wrote: > Does anyone use this extension and have it working in a production 4.0.2 > instance of RT? > > I have it installed, but when selecting a queue and then selecting ?scrips > > select? from the menu, I get ?could not find component for path > ?/Admin/Elements/QueueTabs?? > > Looking through the doc, the wiki and google, produced nothing. > > Thanks, > > Randy > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Oct 6 13:32:25 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Oct 2011 19:32:25 +0200 Subject: [rt-users] RT-Extention-QueueDeactivatedScrips In-Reply-To: References: Message-ID: Hi, On Thu, Oct 6, 2011 at 7:25 PM, Randy Black wrote: > Know of anyone working on the port? I don't know. It's on github and there is no forks of the project. Torsten packaged the extension, probably newer version depends on patches people would send and/or on his upgrade schedule. > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 12:24 PM > To: Randy Black > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT-Extention-QueueDeactivatedScrips > > Hi, > > File that couldn't be found was deleted between RT3 and RT4. What > means that extension has not been ported over RT4. > > On Thu, Oct 6, 2011 at 4:45 PM, Randy Black wrote: >> Does anyone use this extension and have it working in a production 4.0.2 >> instance of RT? >> >> I have it installed, but when selecting a queue and then selecting ?scrips > >> select? from the menu, I get ?could not find component for path >> ?/Admin/Elements/QueueTabs?? >> >> Looking through the doc, the wiki and google, produced nothing. >> >> Thanks, >> >> Randy >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From Raed.El-Hames at daisygroupplc.com Thu Oct 6 13:35:12 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 6 Oct 2011 17:35:12 +0000 Subject: [rt-users] Spell checking Solutions for RT In-Reply-To: <4E8DCF1B.2050401@xs4all.nl> References: <32399338.post@talk.nabble.com> <4E661E52.4090205@bestpractical.com> <32415585.post@talk.nabble.com> <32600577.post@talk.nabble.com> <4E8DCF1B.2050401@xs4all.nl> Message-ID: <892593C9CA8E25458C440A63DDC6774D209C238C@DG-HEXMBX02.daisy.group> John, The spell checking will need to be client side because I guess will need your users to do the checking before submit? (or have I missed something??) As Thomas previously suggested most browsers these days include spell check plugins , but if you wish you can look into some of the javascript tools out there, I 've come across javascriptspellcheck before but I have n't used it or looked into it from a development perspective so not sure how useful its. Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Joop > Sent: 06 October 2011 16:54 > To: john s. > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Spell checking Solutions for RT > > john s. wrote: > > Any other way to implement some spell checking stuff in RT? > > > Did once some scripting to spellcheck but that is way back in time, > RT-3.6 or older. Don't know if you can still use that. > > Joop > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 From allen+rtlist at crystalfontz.com Thu Oct 6 15:06:17 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 6 Oct 2011 12:06:17 -0700 Subject: [rt-users] Survey Implementation for RT Message-ID: > I think it will be nice to make an survey for a ticket or sth like that > is sth planned for this or are there any extensions for it ? Last recent list conversation I remember about this: http://www.gossamer-threads.com/lists/rt/users/92599 A From jvdwege at xs4all.nl Thu Oct 6 16:24:41 2011 From: jvdwege at xs4all.nl (Joop) Date: Thu, 06 Oct 2011 22:24:41 +0200 Subject: [rt-users] Due date searching In-Reply-To: <20111006161745.GA916@jibsheet.com> References: <4E8D5B06.3000205@xs4all.nl> <20111006161745.GA916@jibsheet.com> Message-ID: <4E8E0E89.3040301@xs4all.nl> Kevin Falcone wrote: > On Thu, Oct 06, 2011 at 09:38:46AM +0200, Joop wrote: > >> Hello All, >> >> Instead of answering a question I'm going to ask one ;-) >> >> I searched my archive of rt-users but couldn't find what I was looking >> for so here it comes. >> >> I have started using RT-Extension-SLA and have ofcourse lots of tickets >> where the due date is not set. The problem is I wanted to create a >> dashboard that shows all over due tickets but the simple search >> DUE> due date which is not set. >> Q: is there a way to filter these out? >> > > Try "and Due > '1970-01-01 00:00:00'" > > Thanks that works a treat. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From theitsmith at gmail.com Thu Oct 6 16:46:07 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Thu, 6 Oct 2011 13:46:07 -0700 Subject: [rt-users] Error in custom Autoreply email Message-ID: Hi, I configured an Autoreply Template using this as a foundation: http://requesttracker.wikia.com/wiki/AutogeneratedPassword When I email in a Ticket from an account without a password, the ticket is created but no response sent. This is what I'm getting in the error logs: Oct 6 12:41:23 host RT: error: couldn't parse head; error near: Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "This is a test", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [sub.domain.tld #619]. (/opt/rt4/sbin/../lib/RT/Template.pm:363) Also note that I'm using RT::Authen::ExternalAuth (not sure if this matters or not). Here's my modified Templete. Did I do something wrong when I altered this Template? Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; if (($Ticket->RequestorAddresses !~ m/domain\.tld$/i) && ($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $OUT .= " When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } } You can check the current status and history of your requests at: ".$RT::WebURL." Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} From Randy.Black at Buckle.com Thu Oct 6 17:03:52 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Thu, 6 Oct 2011 16:03:52 -0500 Subject: [rt-users] Showig Custom field in Queue View and Query Builder 4.0.2 Message-ID: I need to be able to see the custom fields I have setup, in the Query Builder. Then my support coordinator and group members can search for the tickets they are concerned with via the custom field. There is a write up here: http://old.nabble.com/Showing-Custom-Field-in-Queue-view-td17775657.html but I cannot find anything for 4.0.2 Thanks, Randy -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 6 17:29:23 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 6 Oct 2011 14:29:23 -0700 Subject: [rt-users] Showig Custom field in Queue View and Query Builder 4.0.2 In-Reply-To: References: Message-ID: Randy, Custom Fields are applied to Queues. Did you select a Queue first and THEN look for the Custom Fields? Kenn LBNL On Thu, Oct 6, 2011 at 2:03 PM, Randy Black wrote: > ** > > I need to be able to see the custom fields I have setup, in the Query > Builder. Then my support coordinator and group members can search for the > tickets they are concerned with via the custom field. > > There is a write up here: > http://old.nabble.com/Showing-Custom-Field-in-Queue-view-td17775657.htmlbut I cannot find anything for 4.0.2 > > Thanks, > Randy > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Thu Oct 6 17:38:48 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 6 Oct 2011 16:38:48 -0500 Subject: [rt-users] Full Text Search Message-ID: I'm not able to enable FTS in RT 4.0.2. I have this: Set(%FullTextSearch, Enable => 1, Indexed => 1,); Which I pulled from the CoreConfig file and placed in the SiteConfig file (changing the value of course to 1). After restarting the apache service, it still does not pick up. I don't see the options for FTS in the Simple Search, and in the Tools->Config->System Config it still shows the two values set to 0 by the Core Config. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Thu Oct 6 17:49:33 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 6 Oct 2011 16:49:33 -0500 Subject: [rt-users] Full Text Search In-Reply-To: References: Message-ID: Nevermind. I missed the documentation with MySQL and leaving Indexed set to 0. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Thursday, October 06, 2011 4:39 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Full Text Search I'm not able to enable FTS in RT 4.0.2. I have this: Set(%FullTextSearch, Enable => 1, Indexed => 1,); Which I pulled from the CoreConfig file and placed in the SiteConfig file (changing the value of course to 1). After restarting the apache service, it still does not pick up. I don't see the options for FTS in the Simple Search, and in the Tools->Config->System Config it still shows the two values set to 0 by the Core Config. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at itworx.co.ke Fri Oct 7 03:40:41 2011 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Fri, 07 Oct 2011 10:40:41 +0300 (EAT) Subject: [rt-users] RT 4.0.2 and SLA: Not clear about CF In-Reply-To: <60ecfc6d-9878-4336-b085-86da56e55910@groupware> Message-ID: <712a3a97-f5ec-449d-9832-b0c8068c4ed5@groupware> Hello, We are using Rt 4.0.2 on Ubuntu 11.04 Virtual Machine. Everything is great so far. I have questions about RT:SLA, as I am not clear on a few things. Firstly, the following para from the SLA documentation states: "It's possible to define different set of levels for different queues. You can create several CFs with the same name and different set of values. But if you move tickets between queues a lot then it's going to be a problem and it's preferred to use ONE SLA custom field." We are setting different levels for different queues, and RT_Siteconfig has settings. See bottom of email for the config file. I have created values in the SLA CF that reflects the name of the SLA and Queues in the SiteConfig. Tickets are being created correctly with the SLA Terms. No problem there. My problem comes when an employee goes to update the custom fields page of a ticket, and if they update a CF Field other than the SLA field (and they ignore the SLA field), then SLA changes the ticket to an SLA of no_value, and then I get bogus due date info for that ticket. This is a real pain to ask employeed to be careful to make sure that SLA CF is checked and selected properly everytime. What am I doing wrong? Many thanks for your help. Alex %RT::ServiceAgreements = ( Default => 'default', QueueDefault => { 'General' => 'default', 'Antarc' => 'antarc', 'Beglinwoods' => 'beglinwoods', 'Chase' => 'chase', 'Mcc' => 'mcc', 'Vicbank' => 'vicbank', 'YRBrands' => 'yrbrands', }, Levels => { 'default' => { BusinessHours => 'default_hours', Response => { BusinessMinutes => 60*8*2 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'antarc' => { BusinessHours => 'antarc_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'beglinwoods' => { BusinessHours => 'beglinwoods_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'chase' => { BusinessHours => 'chase_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'mcc' => { BusinessHours => 'mcc_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'vicbank' => { BusinessHours => 'vicbank_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'yrbrands' => { BusinessHours => 'yrbrands_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, }, ); %RT::ServiceBusinessHours = ( 'default_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' } }, 'antarc_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'beglinwoods_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'chase_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'mcc_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'vicbank_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'yrbrands_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, ); 1; -- Alex Rhys-Hur n | ITworX Limited P.O. 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URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From alex at itworx.co.ke Fri Oct 7 03:44:32 2011 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Fri, 07 Oct 2011 10:44:32 +0300 (EAT) Subject: [rt-users] RT 4.0.2 and SLA: Not clear about CF In-Reply-To: <712a3a97-f5ec-449d-9832-b0c8068c4ed5@groupware> Message-ID: Also I would like to be able to set a default SLA value for each queue, as my users are forgetting sometimes to choose correctly. When submitting tickets by email and web gui is makingthe correct SLA apply, but then what is the use of choosing an SLA valuein the CF? Alex ----- Original Message ----- From: "Alex Rhys-Hurn" To: rt-users at lists.bestpractical.com Sent: Friday, 7 October, 2011 10:40:41 AM Subject: [rt-users] RT 4.0.2 and SLA: Not clear about CF Hello, We are using Rt 4.0.2 on Ubuntu 11.04 Virtual Machine. Everything is great so far. I have questions about RT:SLA, as I am not clear on a few things. Firstly, the following para from the SLA documentation states: "It's possible to define different set of levels for different queues. You can create several CFs with the same name and different set of values. But if you move tickets between queues a lot then it's going to be a problem and it's preferred to use ONE SLA custom field." We are setting different levels for different queues, and RT_Siteconfig has settings. See bottom of email for the config file. I have created values in the SLA CF that reflects the name of the SLA and Queues in the SiteConfig. Tickets are being created correctly with the SLA Terms. No problem there. My problem comes when an employee goes to update the custom fields page of a ticket, and if they update a CF Field other than the SLA field (and they ignore the SLA field), then SLA changes the ticket to an SLA of no_value, and then I get bogus due date info for that ticket. This is a real pain to ask employeed to be careful to make sure that SLA CF is checked and selected properly everytime. What am I doing wrong? Many thanks for your help. Alex %RT::ServiceAgreements = ( Default => 'default', QueueDefault => { 'General' => 'default', 'Antarc' => 'antarc', 'Beglinwoods' => 'beglinwoods', 'Chase' => 'chase', 'Mcc' => 'mcc', 'Vicbank' => 'vicbank', 'YRBrands' => 'yrbrands', }, Levels => { 'default' => { BusinessHours => 'default_hours', Response => { BusinessMinutes => 60*8*2 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'antarc' => { BusinessHours => 'antarc_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'beglinwoods' => { BusinessHours => 'beglinwoods_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'chase' => { BusinessHours => 'chase_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'mcc' => { BusinessHours => 'mcc_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'vicbank' => { BusinessHours => 'vicbank_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, 'yrbrands' => { BusinessHours => 'yrbrands_hours', Response => { BusinessMinutes => 60*3 }, Resolve => { BusinessMinutes => 60*8*20 }, }, }, ); %RT::ServiceBusinessHours = ( 'default_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' } }, 'antarc_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'beglinwoods_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'chase_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'mcc_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'vicbank_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, 'yrbrands_hours' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } }, ); 1; -- Alex Rhys-Hur n | ITworX Limited P.O. Box 1649, 00502, Karen, Kenya Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 Web: www.itworx.co.ke This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA ? October 18 & 19, 2011 * Washington DC, USA ? October 31 & November 1, 2011 * Barcelona, Spain ? November 28 & 29, 2011 This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Fri Oct 7 09:36:05 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 7 Oct 2011 08:36:05 -0500 Subject: [rt-users] help with ModifyQuery callback Message-ID: I would appreciate some assistance in forcing FTS in simple searches...so I have written the following, which completely broke the simple search, but you get the idea of what I am trying to do (value of: /opt/rt4/local/html/Callbacks/hibbett/Search/Simple.html/ModifyQuery): <%init> my $val = $$query; $val = "fulltext:$val"; $$query = $val; <%args> $query => undef I imagine I could skip a step and have a one-liner: $$query = "fulltext:$$query"; but nonetheless, it doesn't like me modifying the query like this. Is the query, at this point, sql, or is it still the text inserted into the search box? I have changed owner on the tree structure to www-data:www-data, and I have cleared the mason cache. (clearly since the simple search will not return any results now) :) I will continue to work on this, but would appreciate any assistance. Thanks in advance, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Fri Oct 7 09:38:37 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 7 Oct 2011 08:38:37 -0500 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: < CABqKps_t4KGeDpMk8HD__bKPyF-bWs6vhwyy9D_QKvTjGB4xBA@mail.gmail.com> Message-ID: I still have not found the problem...any other suggestions? I found this below when running through sql. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Thursday, October 06, 2011 11:41 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users I had already removed from the web ui all of the privileges I could find at the group and queue level. Upon inspection in mySQL I find these oddities which have 'SeeQueue' rights: Groups Table: 5 | | Pseudogroup for internal use | SystemInternal | Unprivileged | 0 | 0 | NULL | 0 | NULL 4 | | Pseudogroup for internal use | SystemInternal | Privileged | 0 | 0 | NULL | 0 | NULL 52233 | User 52232 | ACL equiv. for user 52232 | ACLEquivalence | UserEquiv | 52232 | 0 | NULL | 0 | NULL 25 | User 24 | ACL equiv. for user 24 | ACLEquivalence | UserEquiv | 24 | 0 | NULL | 0 | NULL Can anyone explain this? Or was there some odd inventions in the database before I came in and started the migration? :) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, October 06, 2011 10:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Izz, check out what rights you have granted at the Queue level. Go to each Queue and see what you did. Any of them could have granted "SeeQueue" and "CreateTicket" granted to Everyone or unprivileged. Kenn LBNL On Thu, Oct 6, 2011 at 8:04 AM, Izz Abdullah > wrote: Interesting...I have 26 rows, all principal types of group. Of that, there are 9 unique principal ids. If I add the 3 system groups and our 6 user groups, we have 9. Thanks for the sql...I'll look around and see why these have that right, where it came from, and I'll post back. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:49 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Hi, Unprivileged users still can be in some groups. Use SELECT * FROM ACL WHERE RightName = 'SeeQueue'; This may give you a clue. On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah > wrote: > That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. These two groups have no rights at all at the global level. The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 8:54 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Then SeeQueue and CreateTicket is granted to too many users. > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah > wrote: >> So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 >> for unprivileged users on all queues except the 'General' queue. I also >> have set in the SiteConfig file the DefaultQueue to "General", but >> unprivileged users still receive a screen for 'Queue selection' when >> creating a new ticket, AND it allows them to create tickets in queues other >> than the General queue. >> >> >> >> I am a bit stumped on this. If I have removed the permissions, why can >> unprivileged users still see and create tickets in other queues? >> >> >> >> We have, for example Queue1, Queue2, Queue3, etc. >> >> I don't want them to see or access Queue1 - QueueN, but ONLY the General >> Queue. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA - October 18 & 19, 2011 >> * Washington DC, USA - October 31 & November 1, 2011 >> * Barcelona, Spain - November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Fri Oct 7 10:08:27 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 7 Oct 2011 09:08:27 -0500 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: < CABqKps_t4KGeDpMk8HD__bKPyF-bWs6vhwyy9D_QKvTjGB4xBA@mail.gmail.com> Message-ID: Ok, so I think I found the problem. Before I was here, they imported all of the users from LDAP into the mysql database. I have created a new user in AD, and logged into RT and everything works as expected: can only create a ticket in the General Queue, and cannot pull up tickets other than its own. So, I am about to blow away an account in RT (remember this is test until everything is worked out, then we will migrate the database over from RT3.8.4 to RT4.0.2 which sits on a different vm) and see what the repercussions are. Removing the permissions from the unprivileged account, by going to that account manually, did not correct the security issue, so deletion is the only option I see. So I have shredded the account...I can still see some history (when looking at tickets I know the account was associated with), now I will recreate the account. Can someone give me long-term repercussions of this? Thanks, Izz From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 07, 2011 8:39 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users I still have not found the problem...any other suggestions? I found this below when running through sql. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Thursday, October 06, 2011 11:41 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users I had already removed from the web ui all of the privileges I could find at the group and queue level. Upon inspection in mySQL I find these oddities which have 'SeeQueue' rights: Groups Table: 5 | | Pseudogroup for internal use | SystemInternal | Unprivileged | 0 | 0 | NULL | 0 | NULL 4 | | Pseudogroup for internal use | SystemInternal | Privileged | 0 | 0 | NULL | 0 | NULL 52233 | User 52232 | ACL equiv. for user 52232 | ACLEquivalence | UserEquiv | 52232 | 0 | NULL | 0 | NULL 25 | User 24 | ACL equiv. for user 24 | ACLEquivalence | UserEquiv | 24 | 0 | NULL | 0 | NULL Can anyone explain this? Or was there some odd inventions in the database before I came in and started the migration? :) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, October 06, 2011 10:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Izz, check out what rights you have granted at the Queue level. Go to each Queue and see what you did. Any of them could have granted "SeeQueue" and "CreateTicket" granted to Everyone or unprivileged. Kenn LBNL On Thu, Oct 6, 2011 at 8:04 AM, Izz Abdullah > wrote: Interesting...I have 26 rows, all principal types of group. Of that, there are 9 unique principal ids. If I add the 3 system groups and our 6 user groups, we have 9. Thanks for the sql...I'll look around and see why these have that right, where it came from, and I'll post back. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:49 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Hi, Unprivileged users still can be in some groups. Use SELECT * FROM ACL WHERE RightName = 'SeeQueue'; This may give you a clue. On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah > wrote: > That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. These two groups have no rights at all at the global level. The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 8:54 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Then SeeQueue and CreateTicket is granted to too many users. > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah > wrote: >> So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 >> for unprivileged users on all queues except the 'General' queue. I also >> have set in the SiteConfig file the DefaultQueue to "General", but >> unprivileged users still receive a screen for 'Queue selection' when >> creating a new ticket, AND it allows them to create tickets in queues other >> than the General queue. >> >> >> >> I am a bit stumped on this. If I have removed the permissions, why can >> unprivileged users still see and create tickets in other queues? >> >> >> >> We have, for example Queue1, Queue2, Queue3, etc. >> >> I don't want them to see or access Queue1 - QueueN, but ONLY the General >> Queue. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA - October 18 & 19, 2011 >> * Washington DC, USA - October 31 & November 1, 2011 >> * Barcelona, Spain - November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Fri Oct 7 10:29:11 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 7 Oct 2011 09:29:11 -0500 Subject: [rt-users] skip the queue selection for unprivileged users In-Reply-To: References: < CABqKps_t4KGeDpMk8HD__bKPyF-bWs6vhwyy9D_QKvTjGB4xBA@mail.gmail.com> Message-ID: Ok...so I blew away an account using the shredded, had the user log back in to RT with his LDAP credentials, and he can still see queues which he shouldn't be able to see. What to do? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 07, 2011 9:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Ok, so I think I found the problem. Before I was here, they imported all of the users from LDAP into the mysql database. I have created a new user in AD, and logged into RT and everything works as expected: can only create a ticket in the General Queue, and cannot pull up tickets other than its own. So, I am about to blow away an account in RT (remember this is test until everything is worked out, then we will migrate the database over from RT3.8.4 to RT4.0.2 which sits on a different vm) and see what the repercussions are. Removing the permissions from the unprivileged account, by going to that account manually, did not correct the security issue, so deletion is the only option I see. So I have shredded the account...I can still see some history (when looking at tickets I know the account was associated with), now I will recreate the account. Can someone give me long-term repercussions of this? Thanks, Izz From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 07, 2011 8:39 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users I still have not found the problem...any other suggestions? I found this below when running through sql. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Thursday, October 06, 2011 11:41 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users I had already removed from the web ui all of the privileges I could find at the group and queue level. Upon inspection in mySQL I find these oddities which have 'SeeQueue' rights: Groups Table: 5 | | Pseudogroup for internal use | SystemInternal | Unprivileged | 0 | 0 | NULL | 0 | NULL 4 | | Pseudogroup for internal use | SystemInternal | Privileged | 0 | 0 | NULL | 0 | NULL 52233 | User 52232 | ACL equiv. for user 52232 | ACLEquivalence | UserEquiv | 52232 | 0 | NULL | 0 | NULL 25 | User 24 | ACL equiv. for user 24 | ACLEquivalence | UserEquiv | 24 | 0 | NULL | 0 | NULL Can anyone explain this? Or was there some odd inventions in the database before I came in and started the migration? :) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, October 06, 2011 10:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Izz, check out what rights you have granted at the Queue level. Go to each Queue and see what you did. Any of them could have granted "SeeQueue" and "CreateTicket" granted to Everyone or unprivileged. Kenn LBNL On Thu, Oct 6, 2011 at 8:04 AM, Izz Abdullah > wrote: Interesting...I have 26 rows, all principal types of group. Of that, there are 9 unique principal ids. If I add the 3 system groups and our 6 user groups, we have 9. Thanks for the sql...I'll look around and see why these have that right, where it came from, and I'll post back. -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:49 AM To: Izz Abdullah Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] skip the queue selection for unprivileged users Hi, Unprivileged users still can be in some groups. Use SELECT * FROM ACL WHERE RightName = 'SeeQueue'; This may give you a clue. On Thu, Oct 6, 2011 at 3:59 PM, Izz Abdullah > wrote: > That is what I thought, but I can only 'see' the privileged users in the web UI since we are using LDAP authentication. So if I go instead to Tools->Configuration->Global->Group Rights, I have already removed the rights for 'Everyone' and 'Unprivileged'. These two groups have no rights at all at the global level. The user groups we have defined are limited to privileged users, so this is why I am stumped removing the rights hasn't solved my problem. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Thursday, October 06, 2011 8:54 AM > To: Izz Abdullah > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] skip the queue selection for unprivileged users > > Hi, > > Then SeeQueue and CreateTicket is granted to too many users. > > On Thu, Oct 6, 2011 at 3:44 PM, Izz Abdullah > wrote: >> So I have removed all the rights from a 3.8.4 migrated database into 4.0.2 >> for unprivileged users on all queues except the 'General' queue. I also >> have set in the SiteConfig file the DefaultQueue to "General", but >> unprivileged users still receive a screen for 'Queue selection' when >> creating a new ticket, AND it allows them to create tickets in queues other >> than the General queue. >> >> >> >> I am a bit stumped on this. If I have removed the permissions, why can >> unprivileged users still see and create tickets in other queues? >> >> >> >> We have, for example Queue1, Queue2, Queue3, etc. >> >> I don't want them to see or access Queue1 - QueueN, but ONLY the General >> Queue. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA - October 18 & 19, 2011 >> * Washington DC, USA - October 31 & November 1, 2011 >> * Barcelona, Spain - November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jml4 at info.cam.ac.uk Fri Oct 7 12:29:46 2011 From: jml4 at info.cam.ac.uk (John Line) Date: Fri, 7 Oct 2011 17:29:46 +0100 (BST) Subject: [rt-users] Searching for, and displaying, gecos field - how? Message-ID: While migrating our existing RT customisation from V3.6.5 to (currently) V4.0.1 and adding some enhancements, I've encountered a problem: I need to be able to search for, and display, the gecos values from user entries (primarily for ticket owners and requestors), which in existing customisation will hold our centrally allocated username for the user, if one exists and can be matched to the user. [The RT username may (but won't always) contain it, so I can't just use the username.] Since it wasn't offered by the search builder menus, I tried using the advanced search page to modify known-valid queries like Requestor.EmailAddress LIKE 'jml4 at hermes.cam.ac.uk' created via the menus into e.g. Owner.Gecos LIKE 'jml4'. That failed initially, until I noticed entries in the log reporting "Invalid watcher subfield: 'Gecos' at /opt/rt4/sbin/../lib/RT/Tickets.pm line 905.". That prompted me to add gecos to the definition of FIELD_METADATA in a local copy of Tickets.pm. That allowed the ".gecos" to be passed through to the search and it found a plausible-looking set of results, but I couldn't find any way to get the gecos value included in the search results. I found mailing list discussions suggesting that I needed to create local/html/Elements/RT__Ticket/ColumnMap, based on the original RT versions but with some definitions added (based on existing entries). However, that didn't solve the problem. I also found the %FIELD_METADATA definition in Tickets.pm which looked like it may be relevant, but not making what seemed like the obvious change there made no difference to the results. Any suggestions of where else I may need to make changes, or pointers to existing instructions, would be very helpful. I suspect I may be fairly close to getting it working, but with one or more critical pieces of the puzzle still missing. John Line -- John Line - web development, University of Cambridge Computing Service From falcone at bestpractical.com Fri Oct 7 13:29:02 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Oct 2011 13:29:02 -0400 Subject: [rt-users] Searching for, and displaying, gecos field - how? In-Reply-To: References: Message-ID: <20111007172902.GB916@jibsheet.com> On Fri, Oct 07, 2011 at 05:29:46PM +0100, John Line wrote: > That allowed the ".gecos" to be passed through to the search and it > found a plausible-looking set of results, but I couldn't find any > way to get the gecos value included in the search results. I found > mailing list discussions suggesting that I needed to create > local/html/Elements/RT__Ticket/ColumnMap, based on the original RT > versions but with some definitions added (based on existing > entries). However, that didn't solve the problem. I also found the > %FIELD_METADATA definition in Tickets.pm which looked like it may be > relevant, but not making what seemed like the obvious change there > made no difference to the results. > > Any suggestions of where else I may need to make changes, or > pointers to existing instructions, would be very helpful. I suspect > I may be fairly close to getting it working, but with one or more > critical pieces of the puzzle still missing. You don't want to make whole local copies of ColumnMap, you want to use the callback in there to blow in a RequestorGecos key that returns the relevant data. Similarly, you can use the callback in Elements/BuildFormatString to add that RequestorGecos column so users can select it. You can always test a field you added via ColumnMap by using the advanced editor and editing the format before you deal with adding it to the list of strings. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From at at univie.ac.at Fri Oct 7 15:18:22 2011 From: at at univie.ac.at (Alexander Talos-Zens) Date: Fri, 07 Oct 2011 21:18:22 +0200 Subject: [rt-users] restoring dumps from rt-shredder vs. postgres (+workaround) Message-ID: <4E8F507E.4010005@univie.ac.at> Hej! When I tried to restore rt-shredded data from the --sqldump, I got errors like ERROR: relation "CachedGroupMembers" does not exist ERROR: relation "GroupMembers" does not exist ERROR: relation "CachedGroupMembers" does not exist ERROR: relation "Transactions" does not exist ERROR: relation "Groups" does not exist ERROR: relation "Principals" does not exist I didn't find any mention of that problem, so I thought I'd post here. Psql throws these errors because the way rt-shredder builds the "INSERT INTO" statements clashes with postgres' case sensitivity: INSERT INTO "CachedGroupMembers" .... --> error INSERT INTO "cachedgroupmembers" .... --> ok INSERT INTO CachedGroupMembers .... --> ok as well ;-) There's an easy workaround with sed: sed -e 's/^\(INSERT INTO \)"\([^"]\)"/\1\2/' your_dumpfile | psql your_psql_args Assuming that you notice this issue only when you need to restore something, any other solution in the code would come too late (e.g. one could quote the table names in the CREATE TABLE statements as well). Tested on RHEL5 with PostgreSQL 8.1.23, rt-3.8.8, RTFM-2.4.2, RT-IR-2.4.4 but I'd expect both the problem and the fix to be pretty much version independent. Cheers, Alexander -- IT-Security, Universitaet Wien, ACOnet CERT T: +43-1-4277-14351 M: +43-664-60277-14351 From Izz.Abdullah at hibbett.com Fri Oct 7 16:08:03 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 7 Oct 2011 15:08:03 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: Message-ID: Anyone? The below code breaks the simple query altogether. I haven't seen anything from google. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 07, 2011 8:36 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] help with ModifyQuery callback I would appreciate some assistance in forcing FTS in simple searches...so I have written the following, which completely broke the simple search, but you get the idea of what I am trying to do (value of: /opt/rt4/local/html/Callbacks/hibbett/Search/Simple.html/ModifyQuery): <%init> my $val = $$query; $val = "fulltext:$val"; $$query = $val; <%args> $query => undef I imagine I could skip a step and have a one-liner: $$query = "fulltext:$$query"; but nonetheless, it doesn't like me modifying the query like this. Is the query, at this point, sql, or is it still the text inserted into the search box? I have changed owner on the tree structure to www-data:www-data, and I have cleared the mason cache. (clearly since the simple search will not return any results now) :) I will continue to work on this, but would appreciate any assistance. Thanks in advance, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From theitsmith at gmail.com Fri Oct 7 18:19:21 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Fri, 7 Oct 2011 15:19:21 -0700 Subject: [rt-users] "Queue # not found" when trying to access a Scrip Message-ID: Hi, When trying to view a Scrip on _any_ queue in my RT instance, I get the error "Queue # not found", where "#" corresponds to the number in the # column of the Scrips page. I've looked through the wiki and Googled it but I haven't been able to determine the problem. Can someone help with this? Regards, ~ Tom From falcone at bestpractical.com Fri Oct 7 18:44:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Oct 2011 18:44:00 -0400 Subject: [rt-users] "Queue # not found" when trying to access a Scrip In-Reply-To: References: Message-ID: <20111007224400.GA45425@jibsheet.com> On Fri, Oct 07, 2011 at 03:19:21PM -0700, Thomas Smith wrote: > When trying to view a Scrip on _any_ queue in my RT instance, I get > the error "Queue # not found", where "#" corresponds to the number in > the # column of the Scrips page. > > I've looked through the wiki and Googled it but I haven't been able to > determine the problem. > > Can someone help with this? I assume you're running 4.0.(012) ? Those are global scrips and the links are currently broken in those versions. There is a fix on 4.0-trunk destined for 4.0.3. You can do Configuration -> Global -> Scrips to see those scrips. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From theitsmith at gmail.com Fri Oct 7 18:48:40 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Fri, 7 Oct 2011 15:48:40 -0700 Subject: [rt-users] "Queue # not found" when trying to access a Scrip In-Reply-To: <20111007224400.GA45425@jibsheet.com> References: <20111007224400.GA45425@jibsheet.com> Message-ID: On Fri, Oct 7, 2011 at 3:44 PM, Kevin Falcone wrote: > On Fri, Oct 07, 2011 at 03:19:21PM -0700, Thomas Smith wrote: >> When trying to view a Scrip on _any_ queue in my RT instance, I get >> the error "Queue # not found", where "#" corresponds to the number in >> the # column of the Scrips page. >> >> I've looked through the wiki and Googled it but I haven't been able to >> determine the problem. >> >> Can someone help with this? > > I assume you're running 4.0.(012) ? > Those are global scrips and the links are currently broken in those > versions. ?There is a fix on 4.0-trunk destined for 4.0.3. > > You can do Configuration -> Global -> Scrips to see those scrips. Yes, accessing them from there works. From jvdwege at xs4all.nl Sun Oct 9 05:31:10 2011 From: jvdwege at xs4all.nl (Joop) Date: Sun, 09 Oct 2011 11:31:10 +0200 Subject: [rt-users] AssetTracker and RT4.0.2 and css Message-ID: <4E9169DE.5070907@xs4all.nl> Hi Todd, I have installed the debian package of RT-4.0.2 and I'm currently installing all extensions that I had in test, source install. I have run into a small display problem. When displaying an asset it looks like it is not including the associated css. The headers of the AssetMetadata are not coloured. That is possible since my theme is aileron and there is no folder named like that in AssetTracker/NoAuth. Made that folder and copied the web2 files into it. No go. If I switching to web2 then I'll get the coloured headers. It looks like something is not correctly including the correct css files. Looking at in Firebug I can't see much since all css files are squished. Is it possible to disable this so that I can see what is being included and what not. I'll see if I can figure it out by looking at the apache logs. RT.log doesn't give a clue (debug enabled) Regards, Joop From jvdwege at xs4all.nl Sun Oct 9 05:38:57 2011 From: jvdwege at xs4all.nl (Joop) Date: Sun, 09 Oct 2011 11:38:57 +0200 Subject: [rt-users] AssetTracker and RT4.0.2 and css In-Reply-To: <4E9169DE.5070907@xs4all.nl> References: <4E9169DE.5070907@xs4all.nl> Message-ID: <4E916BB1.50006@xs4all.nl> Joop wrote: > Hi Todd, > > I have installed the debian package of RT-4.0.2 and I'm currently > installing all extensions that I had in test, source install. > I have run into a small display problem. When displaying an asset it > looks like it is not including the associated css. The headers of the > AssetMetadata are not coloured. > That is possible since my theme is aileron and there is no folder > named like that in AssetTracker/NoAuth. Made that folder and copied > the web2 files into it. No go. If I switching to web2 then I'll get > the coloured headers. > It looks like something is not correctly including the correct css > files. Looking at in Firebug I can't see much since all css files are > squished. Is it possible to disable this so that I can see what is > being included and what not. > I'll see if I can figure it out by looking at the apache logs. RT.log > doesn't give a clue (debug enabled) > No go in the logs but by accident I found it. I added the aileron folder maybe in the wrong place or you'll need to add it twice. Atleast it is needed here: /usr/local/share/request-tracker4/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/aileron Create the aileron folder and copy the files from the web2 folder to it. That consists of a folder Main.css and a file End contained in it. That file includes webat.css. Hope this will help some other people as well and I hope Todd will include it in the next release. Regards, Joop From josh.cole at fresno.edu Sun Oct 9 19:22:34 2011 From: josh.cole at fresno.edu (josh.cole) Date: Sun, 9 Oct 2011 16:22:34 -0700 (PDT) Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <4E8B458F.7040305@xs4all.nl> References: <32586944.post@talk.nabble.com> <4E8AA9B6.5030907@xs4all.nl> <32590090.post@talk.nabble.com> <4E8B458F.7040305@xs4all.nl> Message-ID: <32621429.post@talk.nabble.com> I've done this and the options are still there. Am I editing the correct file to accomplish what I am trying to? Joop wrote: > > josh.cole wrote: >> I looked in the mason cache folder and there was nothing inside of there. >> I >> did restart apache a few times, not sure if it empties that folder. Is >> there >> a RT command you run to clear cache? >> >> > Do you have DevelopMode set to true or on? > If RT is installed from source then the mason cache should be in: > /opt/rt4/var/mason_data/obj/ > rm -Rf /opt/rt4/var/mason_data/obj/* > should do the trick. If RT in installed through a package manager then > you'll need to find the mason cache by hand. > > Regards, > > Joop > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32621429.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From josh.cole at fresno.edu Sun Oct 9 19:35:17 2011 From: josh.cole at fresno.edu (josh.cole) Date: Sun, 9 Oct 2011 16:35:17 -0700 (PDT) Subject: [rt-users] LDAP Import Script Message-ID: <32621470.post@talk.nabble.com> I've seen that there is supposed to be a script I can run to get all of our users into RT. Can someone tell me where I can find that? I have the ExternalAuth plugin installed and working so anyone with AD credentials can login but it would be useful to have those users who will not login to the system in the system so we can easily assign them as requestors. What will happen to the user's that are in the system? Will the current user accounts and attributes be overwritten when I run the import? Thank you for any feedback! -- View this message in context: http://old.nabble.com/LDAP-Import-Script-tp32621470p32621470.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jm130794 at gmail.com Mon Oct 10 02:31:14 2011 From: jm130794 at gmail.com (jm130794) Date: Mon, 10 Oct 2011 08:31:14 +0200 Subject: [rt-users] RT and Kerberos SSO Message-ID: Hello, I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I have : ... Set($ExternalInfoPriority, [ 'LDAP_DEPTINFO_ST', 'LDAP_Luke', 'LDAP_Wesson' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Set($AutoCreate, {Privileged => 1}); Set($LogToFile, 'debug'); Set($LogToFileNamed, 'rt.log'); Set($WebExternalAuth, '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos, undef); Set($WebExternalAuto, '1'); #Set($LdapMailSearchAttr, 'mail'); Set($ExternalAuthPriority, [ MY_LDAP' ]); Set($ExternalSettings, { 'MY_LDAP' => { 'type' => 'ldap', ... When a user send a message, RT create his account in database. Great :) My problem : now, I can't connect to RT (Web interface) with my account which is already created. I get this : Error Cannot create user : Name in use Any ideas ? Thanks, JM -------------- next part -------------- An HTML attachment was scrubbed... URL: From jm130794 at gmail.com Mon Oct 10 03:44:54 2011 From: jm130794 at gmail.com (Jean-Michel) Date: Mon, 10 Oct 2011 09:44:54 +0200 Subject: [rt-users] RT 3.8 and Kerberos SSO Message-ID: <4E92A276.2040900@gmail.com> Hello, I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I have : ... Set($ExternalInfoPriority, [ 'LDAP_DEPTINFO_ST', 'LDAP_Luke', 'LDAP_Wesson' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Set($AutoCreate, {Privileged => 1}); Set($LogToFile, 'debug'); Set($LogToFileNamed, 'rt.log'); Set($WebExternalAuth, '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos, undef); Set($WebExternalAuto, '1'); #Set($LdapMailSearchAttr, 'mail'); Set($ExternalAuthPriority, [ MY_LDAP' ]); Set($ExternalSettings, { 'MY_LDAP' => { 'type' => 'ldap', ... When a user send a message, RT create his account in database. Great :) My problem : now, I can't connect to RT (Web interface) with my account which is already created. I get this : Error Cannot create user : Name in use Any ideas ? Thanks, JM From Raed.El-Hames at daisygroupplc.com Mon Oct 10 07:00:45 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Mon, 10 Oct 2011 11:00:45 +0000 Subject: [rt-users] custom fields select with Category --Firefox 7 issue Message-ID: <892593C9CA8E25458C440A63DDC6774D209C99C8@DG-HEXMBX01.daisy.group> Hi, I am on rt-3.8.7 We have 2 custom fields related via Category, where selecting one determines the content of the second field dropdown, and we had few values for the second custom field with the category was left at 'no value', so these are displayed as generic options for any value of the first custom field; However in firefox 7 this is not working, the generic options are not showing in the dropdowns! Have anyone else experienced this and have a work around? Not sure where to start looking with this; ist the javascript or html? Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. 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Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From Michael.Polenske at skm-skyline.de Mon Oct 10 07:31:48 2011 From: Michael.Polenske at skm-skyline.de (Michael Polenske) Date: Mon, 10 Oct 2011 13:31:48 +0200 Subject: [rt-users] RT-Users Digest, Vol 90, Issue 67 In-Reply-To: <20110922152711.D66BE2C4431@ibastion.frb.gov> References: <20110922152711.D66BE2C4431@ibastion.frb.gov> Message-ID: Hi Sharon, sorry for late reply, I was on holiday last weeks. Many thanks for your help. WatcherGroup.id was what I was looking for. Many thanks - Michael -----Original Message----- From: Sharon.Belliveau at frb.gov [mailto:Sharon.Belliveau at frb.gov] Sent: Donnerstag, 22. September 2011 17:30 To: Michael Polenske Cc: rt-users at lists.bestpractical.com Subject: Re: RT-Users Digest, Vol 90, Issue 67 >Date: Wed, 21 Sep 2011 14:55:28 +0200 >From: "Michael Polenske" To your >second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Try using WatcherGroup.id in your query. We have a dashboard for a group whose id is 119. The search criteria includes 'WatcherGroup.id = 119'. The query returns all tickets where any member of group 119 has a role: owner, requestor, cc or admincc. Sharon Belliveau Application Design + Development Research & Statistics Federal Reserve Board From fireskyer at gmx.de Mon Oct 10 08:17:19 2011 From: fireskyer at gmx.de (john s.) Date: Mon, 10 Oct 2011 05:17:19 -0700 (PDT) Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't work Message-ID: <32623297.post@talk.nabble.com> RT: 3.8.9 Ubuntu LTS 10.04 Hello everybody We use for our RT-System the addon PriorityAsString ( btw: it's a great one) to break down the RT Priority Concept at a minimum for our purposes. but, the sort condition on the dashboard with highest priority ones doesn't work anymore curiously .. on the other side if i make an custom search for it ... all things are working fine ... so now i have two options: 1. i can fix the priority as string extension in some way 2. i need an idea to reduce the custom search results down to 10. has someone an idea ? best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32623297.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Darin.Perusich at ctg.com Mon Oct 10 08:50:02 2011 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Mon, 10 Oct 2011 08:50:02 -0400 Subject: [rt-users] AssetTracker and RT4.0.2 and css In-Reply-To: <4E916BB1.50006@xs4all.nl> References: <4E9169DE.5070907@xs4all.nl> <4E916BB1.50006@xs4all.nl> Message-ID: Joop, > No go in the logs but by accident I found it. I added the aileron > folder > maybe in the wrong place or you'll need to add it twice. > Atleast it is needed here: > /usr/local/share/request-tracker4/plugins/RTx- > AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/aileron > Create the aileron folder and copy the files from the web2 folder to > it. > That consists of a folder Main.css and a file End contained in it. That > file includes webat.css. > > Hope this will help some other people as well and I hope Todd will > include it in the next release. > You should open an issue at https://github.com/chakatodd/rt-extension-assettracker/issues The information transmitted is intended only 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 are not the intended recipient of this message, please contact the sender and delete this material from this computer. From Charles.Kugelman at kaplan.com Mon Oct 10 09:04:56 2011 From: Charles.Kugelman at kaplan.com (Charles Kugelman) Date: Mon, 10 Oct 2011 09:04:56 -0400 Subject: [rt-users] Custom Fields - Incorrect Order on 3.8.10 In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F327E043E0@EXKPBYSB1.alpha.kaplaninc.com> References: <9E0168DD8BF6954A9096D2B8E40A55F327CF81E0@EXKPBYSB1.alpha.kaplaninc.com><9E0168DD8BF6954A9096D2B8E40A55F327E0437D@EXKPBYSB1.alpha.kaplaninc.com> <9E0168DD8BF6954A9096D2B8E40A55F327E043E0@EXKPBYSB1.alpha.kaplaninc.com> Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F327EA74D2@EXKPBYSB1.alpha.kaplaninc.com> Hi Ruslan, I wanted to provide an update on this. The upgrade to DBIx::SearchBuilder 1.61 and a restart of the webserver does appear to have resolved this. Thanks again for your help! -CK -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles Kugelman Sent: Thursday, October 06, 2011 9:19 AM To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Thanks Ruslan! I'll upgrade to the latest version and report back. -CK -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:15 AM To: Charles Kugelman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module. On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman wrote: > Hi Ruslan, > > (1) We're using DBIx::SearchBuilder 1.54. > > (2) Here is the output of your query: > > NAME ? ? ? ? ? ? ? ? ? ?NAME ? ? ? ? ? ? ? ? ? ?SORTORDER Manager's > Name ?Add New Employee ? ? ? ?2 Last Name ? ? ? ? ? ? ? Add New > Employee ? ? ? ?1 First Name ? ? ? ? ? ? ?Add New Employee ? ? ? ?0 > > The "SORTORDER" does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. > > (3) Here are the CustomFields queries from the RT log. > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM > ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id > ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket') ? GROUP BY main.id ? ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC ?) distinctquery, CustomFields > main WHERE (main.id = distinctquery.id); > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM > ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id > ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket') ? GROUP BY main.id ? ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC ?) distinctquery, CustomFields > main WHERE (main.id = distinctquery.id); > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct ?6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT > COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ?ON ( ObjectCustomFields_1.CustomField = main.id > ) ?WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket-RT::Transaction') ; > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > Thanks for your help! > > -CK > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 > > Hi, > > Which version of DBIx::SearchBuilder module do you use? Upgrade to > 1.53 at least. > > Run the following query and send results: > > SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN > CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id > = ocf.ObjectId; > > Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. > > On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman wrote: >> Hello All, >> >> We recently updated RT from 3.8.2 to 3.8.10 (planning to go to >> version >> 4 at a later date). >> >> >> >> We?ve always had an issue (with 3.8.2) where the Custom Fields (under >> Queue>Ticket Custom Fields) will work great for a while after they?re >> Queue>added >> to a queue but will start to malfunction on the queue after some time >> (most notably after adding additional CFs to the queue). This >> behavior seems to have carried over to 3.8.10 for our environment, >> though I was hopeful it would not due to the CF ordering fix in 3.8.8. >> >> >> >> The malfunction generally consists of three things: >> >> 1.?????? When trying to change the order of the CFs on a queue (using >> the Up and Down links), RT will report that the CF was moved up or >> down. The position of the ?moved? custom field however will remain unchanged. >> >> 2.?????? When at the create tickets page for queue with the CFs >> applied, the order of the CFs is exactly the same as in item 1, not >> as I initially had them ordered. This is the most problematic part >> for users due to the chaotic order of CFs on the create ticket screen. >> >> 3.?????? Once a queue is broken (i.e. the CFs have stopped responding >> to my ordering requests using the Up/Down links), it seems to stay >> that way (even if I remove all the CFs and re-add them). >> >> >> >> There are quite a few customized pages/etc. in the /opt/rt3/local >> directory (which were made using files from 3.8.2). This may be >> contributing to the problem, but I?m not sure which (if any) of these >> pages could be contributing to the issue. >> >> >> >> We?re running RT 3.8.10 using an Oracle database. >> >> >> >> Any thoughts? >> >> >> >> -CK >> >> >> >> -------- >> RT Training Sessions >> (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ? October 18 & 19, 2011 >> * ?Washington DC, USA ? October 31 & November 1, 2011 >> * ?Melbourne VIC, Australia ? November 28 & 29, 2011 >> * ?Barcelona, Spain ? November 28 & 29, 2011 >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 From noc at fohnet.co.uk Mon Oct 10 10:06:38 2011 From: noc at fohnet.co.uk (Richard Clark) Date: Mon, 10 Oct 2011 15:06:38 +0100 Subject: [rt-users] Contact Details Permissions Message-ID: <20111010140638.GA14677@fohnet.co.uk> Just before I go off and start creating some custom fields and scrips, I wanted to get some opinions and views on how people are handling viewing of contact details for users. RT privileges seem to be lacking in this area - essentially what I want is for helpdesk staff to be able to view things like office and mobile numbers of unprivileged users (I.E Customers). Ideally, I need this to be on a queue level or via groups so that a group of helpdesk users working a particular queue can only see contact details for the clients related to that queue. Another desired bit of functionality is allow for modification of client accounts just for a limited subset of a given helpdesk group so that they can add and modify contact details of the client account. All I can see relating to this is the global 'AdminUsers' right, which I don't really want to give out.. I was thinking maybe a few user custom fields (such as 'mobile') that are auto-populated via a scrip based on the content of the actual field and then setting permissions on these fields. How are other people doing this? 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 lgrella at acquiremedia.com Mon Oct 10 10:41:30 2011 From: lgrella at acquiremedia.com (Laura Grella) Date: Mon, 10 Oct 2011 07:41:30 -0700 (PDT) Subject: [rt-users] Find All tickets owned by users in a certain group Message-ID: <32624964.post@talk.nabble.com> We are currently using RT 3.8.7. I am writing a ticket query using the query builder for a customer support queue. I want to show all tickets that are owned by customer support staff. Right now I have to enumerate all the users by showing (OWNER = '.....' OR OWNER = '.....' OR etc...) What I'd like to do is just say if the owners group is 'Customer Support' but I don't seem able to. I've found in the forums where someone said RequestorGroup = 'Customer Support' but this does not return any results, and anyway, I want to know if the Owners group is customer support, not the requestor's group. Is there any query syntax that would give me what I am looking for? We are willing to upgrade if that's what it takes. Thanks, Laura -- View this message in context: http://old.nabble.com/Find-All-tickets-owned-by-users-in-a-certain-group-tp32624964p32624964.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lgrella at acquiremedia.com Mon Oct 10 10:51:35 2011 From: lgrella at acquiremedia.com (Laura Grella) Date: Mon, 10 Oct 2011 07:51:35 -0700 (PDT) Subject: [rt-users] New state - Developer resolved Message-ID: <32625025.post@talk.nabble.com> Would this scenario be possible: We have customer support queue open a ticket, and then the ticket gets sent to Software Development. We don't want software development to ever resolve a ticket if it was originated in the customer support queue. We want it to always end up in customer support so the support staff can first call customer to tell them the work was done. Can I remove the resolved button/option if the ticket started in customer support and is not currently in customer support and replace it with a resolved by development button/option if it is owned by development which will cause it to go to the customer support queue where they will then have to real option to resolve the ticket? Hope this is clear. Thanks. Laura -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Mon Oct 10 11:48:30 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 10 Oct 2011 19:48:30 +0400 Subject: [rt-users] New state - Developer resolved In-Reply-To: <32625025.post@talk.nabble.com> References: <32625025.post@talk.nabble.com> Message-ID: Hello Laura, On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella wrote: > > Would this scenario be possible: > > We have customer support queue open a ticket, and then the ticket gets sent > to Software Development. We don't want software development to ever resolve > a ticket if it was originated in the customer support queue. We want it to > always end up in customer support so the support staff can first call > customer to tell them the work was done. > > Can I remove the resolved button/option if the ticket started in customer > support and is not currently in customer support and replace it with a > resolved by development button/option if it is owned by development which > will cause it to go to the customer support queue where they will then have > to real option to resolve the ticket? In RT 4.0 every status change can be protected with a new right and that right can be assigned to groups. However, in such setup I would recommend two alternatives ways for support to comunicate with developers. 1) Developer comment required. In support queue supporters add developers to AdminCc or Cc of a ticket when they need feedback from developers. Setup rights, so developers can only comment on tickets in support queue. For developers you setup saved search so they see tickets in support queue where they are watchers. Also, you may create additional custom field with values: "waiting for developer", "waiting for requestor", ... . This way developers never interact with customers, supporters bring in developers only when required and take care of their awareness. 2) Bug fixing and development. When real development is required, supporter creates a ticket in development queue and support request is linked to development ticket. This allows you to link multiple support requests to one development ticket, so you don't mix customers by merging tickets and still tracks one development process through one ticket. Developers can access all requests and via comments ask for more info. Developers can communicate to each other via development ticket. They can split development ticket into if problems are different and as well split linked requests accordingly. As well, such development ticket can be used to comunicate with Q&A team. For sure it needs more time to setup such thing, but it works much better than moving tickets between support and development. > Hope this is clear. Thanks. > > Laura -- Best regards, Ruslan. From lgrella at acquiremedia.com Mon Oct 10 12:24:08 2011 From: lgrella at acquiremedia.com (Laura Grella) Date: Mon, 10 Oct 2011 09:24:08 -0700 (PDT) Subject: [rt-users] New state - Developer resolved In-Reply-To: References: <32625025.post@talk.nabble.com> Message-ID: <32625677.post@talk.nabble.com> Thank you so much Ruslan! This really opened my eyes to how we can change our procedures for support/developer communications. I will definitely think through what you have suggested and see how we can put it into use. Ruslan Zakirov-2 wrote: > > Hello Laura, > > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella > wrote: >> >> Would this scenario be possible: >> >> We have customer support queue open a ticket, and then the ticket gets >> sent >> to Software Development. We don't want software development to ever >> resolve >> a ticket if it was originated in the customer support queue. We want it >> to >> always end up in customer support so the support staff can first call >> customer to tell them the work was done. >> >> Can I remove the resolved button/option if the ticket started in customer >> support and is not currently in customer support and replace it with a >> resolved by development button/option if it is owned by development which >> will cause it to go to the customer support queue where they will then >> have >> to real option to resolve the ticket? > > > In RT 4.0 every status change can be protected with a new right and > that right can be assigned to groups. > > However, in such setup I would recommend two alternatives ways for > support to comunicate with developers. > > 1) Developer comment required. In support queue supporters add > developers to AdminCc or Cc of a ticket when they need feedback from > developers. Setup rights, so developers can only comment on tickets in > support queue. For developers you setup saved search so they see > tickets in support queue where they are watchers. Also, you may create > additional custom field with values: "waiting for developer", "waiting > for requestor", ... . This way developers never interact with > customers, supporters bring in developers only when required and take > care of their awareness. > > 2) Bug fixing and development. When real development is required, > supporter creates a ticket in development queue and support request is > linked to development ticket. This allows you to link multiple support > requests to one development ticket, so you don't mix customers by > merging tickets and still tracks one development process through one > ticket. Developers can access all requests and via comments ask for > more info. Developers can communicate to each other via development > ticket. They can split development ticket into if problems are > different and as well split linked requests accordingly. As well, such > development ticket can be used to comunicate with Q&A team. > > For sure it needs more time to setup such thing, but it works much > better than moving tickets between support and development. > >> Hope this is clear. Thanks. >> >> Laura > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kfcrocker at lbl.gov Mon Oct 10 12:44:23 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 10 Oct 2011 09:44:23 -0700 Subject: [rt-users] New state - Developer resolved In-Reply-To: <32625677.post@talk.nabble.com> References: <32625025.post@talk.nabble.com> <32625677.post@talk.nabble.com> Message-ID: Laura, You can also add a new Status value like 'Dev compl' or something that indicates that the ticket is ready to go back to Customer support. Then write a scrip that change the Queue for the ticket back to Custom Support when the status is changed to that value. Make it part of your workflow design. Kenn LBNL On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella wrote: > > Thank you so much Ruslan! This really opened my eyes to how we can change > our > procedures for support/developer communications. I will definitely think > through what you have suggested and see how we can put it into use. > > > > Ruslan Zakirov-2 wrote: > > > > Hello Laura, > > > > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella > > wrote: > >> > >> Would this scenario be possible: > >> > >> We have customer support queue open a ticket, and then the ticket gets > >> sent > >> to Software Development. We don't want software development to ever > >> resolve > >> a ticket if it was originated in the customer support queue. We want it > >> to > >> always end up in customer support so the support staff can first call > >> customer to tell them the work was done. > >> > >> Can I remove the resolved button/option if the ticket started in > customer > >> support and is not currently in customer support and replace it with a > >> resolved by development button/option if it is owned by development > which > >> will cause it to go to the customer support queue where they will then > >> have > >> to real option to resolve the ticket? > > > > > > In RT 4.0 every status change can be protected with a new right and > > that right can be assigned to groups. > > > > However, in such setup I would recommend two alternatives ways for > > support to comunicate with developers. > > > > 1) Developer comment required. In support queue supporters add > > developers to AdminCc or Cc of a ticket when they need feedback from > > developers. Setup rights, so developers can only comment on tickets in > > support queue. For developers you setup saved search so they see > > tickets in support queue where they are watchers. Also, you may create > > additional custom field with values: "waiting for developer", "waiting > > for requestor", ... . This way developers never interact with > > customers, supporters bring in developers only when required and take > > care of their awareness. > > > > 2) Bug fixing and development. When real development is required, > > supporter creates a ticket in development queue and support request is > > linked to development ticket. This allows you to link multiple support > > requests to one development ticket, so you don't mix customers by > > merging tickets and still tracks one development process through one > > ticket. Developers can access all requests and via comments ask for > > more info. Developers can communicate to each other via development > > ticket. They can split development ticket into if problems are > > different and as well split linked requests accordingly. As well, such > > development ticket can be used to comunicate with Q&A team. > > > > For sure it needs more time to setup such thing, but it works much > > better than moving tickets between support and development. > > > >> Hope this is clear. Thanks. > >> > >> Laura > > > > -- > > Best regards, Ruslan. > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > > > > > > -- > View this message in context: > http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lgrella at acquiremedia.com Mon Oct 10 12:48:47 2011 From: lgrella at acquiremedia.com (Laura Grella) Date: Mon, 10 Oct 2011 09:48:47 -0700 (PDT) Subject: [rt-users] New state - Developer resolved In-Reply-To: References: <32625025.post@talk.nabble.com> <32625677.post@talk.nabble.com> Message-ID: <32625849.post@talk.nabble.com> Thanks Kenn, This is another good idea. I would have to go one further and not only change the queue to support but also change the owner to the requestor since we want the support staff the have the responsibility of handling the ticket. Thanks! Kenneth Crocker wrote: > > Laura, > > You can also add a new Status value like 'Dev compl' or something that > indicates that the ticket is ready to go back to Customer support. Then > write a scrip that change the Queue for the ticket back to Custom Support > when the status is changed to that value. Make it part of your workflow > design. > > Kenn > LBNL > > On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella > wrote: > >> >> Thank you so much Ruslan! This really opened my eyes to how we can change >> our >> procedures for support/developer communications. I will definitely think >> through what you have suggested and see how we can put it into use. >> >> >> >> Ruslan Zakirov-2 wrote: >> > >> > Hello Laura, >> > >> > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella >> >> > wrote: >> >> >> >> Would this scenario be possible: >> >> >> >> We have customer support queue open a ticket, and then the ticket gets >> >> sent >> >> to Software Development. We don't want software development to ever >> >> resolve >> >> a ticket if it was originated in the customer support queue. We want >> it >> >> to >> >> always end up in customer support so the support staff can first call >> >> customer to tell them the work was done. >> >> >> >> Can I remove the resolved button/option if the ticket started in >> customer >> >> support and is not currently in customer support and replace it with a >> >> resolved by development button/option if it is owned by development >> which >> >> will cause it to go to the customer support queue where they will then >> >> have >> >> to real option to resolve the ticket? >> > >> > >> > In RT 4.0 every status change can be protected with a new right and >> > that right can be assigned to groups. >> > >> > However, in such setup I would recommend two alternatives ways for >> > support to comunicate with developers. >> > >> > 1) Developer comment required. In support queue supporters add >> > developers to AdminCc or Cc of a ticket when they need feedback from >> > developers. Setup rights, so developers can only comment on tickets in >> > support queue. For developers you setup saved search so they see >> > tickets in support queue where they are watchers. Also, you may create >> > additional custom field with values: "waiting for developer", "waiting >> > for requestor", ... . This way developers never interact with >> > customers, supporters bring in developers only when required and take >> > care of their awareness. >> > >> > 2) Bug fixing and development. When real development is required, >> > supporter creates a ticket in development queue and support request is >> > linked to development ticket. This allows you to link multiple support >> > requests to one development ticket, so you don't mix customers by >> > merging tickets and still tracks one development process through one >> > ticket. Developers can access all requests and via comments ask for >> > more info. Developers can communicate to each other via development >> > ticket. They can split development ticket into if problems are >> > different and as well split linked requests accordingly. As well, such >> > development ticket can be used to comunicate with Q&A team. >> > >> > For sure it needs more time to setup such thing, but it works much >> > better than moving tickets between support and development. >> > >> >> Hope this is clear. Thanks. >> >> >> >> Laura >> > >> > -- >> > Best regards, Ruslan. >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * San Francisco, CA, USA October 18 & 19, 2011 >> > * Washington DC, USA October 31 & November 1, 2011 >> > * Barcelona, Spain November 28 & 29, 2011 >> > >> > >> >> -- >> View this message in context: >> http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >> > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625849.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From luciano at cpd.ufrgs.br Mon Oct 10 13:26:56 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 10 Oct 2011 14:26:56 -0300 Subject: [rt-users] RT 4.0.2. Dashboard Notifications Header Error Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401D65AE4@filipides.ad.ufrgs.br> Hello, I did na upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the notifications are coming with a strange problem in html/Javascript header of messages received in any email client(Evolution, Exchange 2003, 2007 and 2010): if (window.top !== window.self) { document.write = ""; window.top.location = window.self.location; setTimeout(function(){ document.body.innerHTML = ""; }, 1); window.self.onload = function(){ document.body.innerHTML = ""; }; } jQuery(document).ready(function(){ jQuery("#quick-personal").append(' '); jQuery("#li-preferences").detach().appendTo("#prefs-menu"); jQuery("#li-tools-config").detach().appendTo("#app-nav"); jQuery("#li-search-simple").detach().insertBefore("#li-search"); jQuery("#li-tools-approval").detach().appendTo("#app-nav"); jQuery("#li-page-bookmark").detach().appendTo("#li-page-actions>ul"); jQuery("#li-page-actions>ul").attr("id","page-action-menu").detach().ins ertAfter("#topactions"); jQuery.fn.supersubs.defaults = { maxWidth: 30, extraWidth: 2 }; jQuery("#page-menu.toplevel").addClass("sf-menu sf-js-enabled").supersubs().superfish({ dropShadows: false, speed: 'fast' }).supposition(); jQuery("#app-nav.toplevel").addClass("sf-menu sf-vertical sf-js-enabled").supersubs().superfish({ speed: 'fast' }).supposition(); jQuery("#prefs-menu").addClass("sf-menu sf-js-enabled").supersubs().superfish().supposition({ speed: 'fast' }); }); Dashboard Spam queue Is there a way to fix that? Luciano Luci -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joachim.Thuau at spacex.com Mon Oct 10 14:20:00 2011 From: Joachim.Thuau at spacex.com (Joachim Thuau) Date: Mon, 10 Oct 2011 18:20:00 +0000 Subject: [rt-users] RT 3.8 and Kerberos SSO In-Reply-To: <4E92A276.2040900@gmail.com> Message-ID: Are you using apache mod_kerb_auth for authentication? (webexternalauth seems to suggest you do). I believe that if you do that, by default, the "login" of the user will be the kerberos principal used, including the realm. Ldap and/or the mail gateway might not get the same value (depending on your mapping). Since the email address has to be unique, if the "remote_user" doesn't match the name the rt username, it won't work (creating 2 users with the same email address is not possible, if I'm not mistaken) One thing you can do is add to your apache config the following directive: "KrbLocalUserMapping On". That will set "REMOTE_USER" to just the username part of the principal (no realm). That should make it match between the two (kern and ldap) I hope this puts you on the right track... Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | From srikumarp at fb.com Mon Oct 10 15:26:23 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Mon, 10 Oct 2011 19:26:23 +0000 Subject: [rt-users] AuthToken field/attribute in Users Object (RT 4.0.2) Message-ID: I am referring to the AuthToken column in the Users table in the RT installation (4.0.2) Does any one know what is this field used for? I have seen this getting set when I create some users and it does not get set when I create some other users. When does this get set and what is it used for? Thanks much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Randy.Black at Buckle.com Mon Oct 10 18:07:51 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Mon, 10 Oct 2011 17:07:51 -0500 Subject: [rt-users] Custom Status 4.0.2 Message-ID: Using the sample, my config fails to load - it says it fails on line 98 which would correspond with the "defaults => {" line (notice the S on defaults, not the "default" line). This example was found @ http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki is wrong, I read and implemented something wrong or my sample is wrong.... Randy Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', 'stalled' ], inactive => [ 'resolved', 'rejected', 'deleted' ], } defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', }, transitions => { => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled ABC At_Client ABC-E Developing resolved rejected deleted)], open => [qw(stalled ABC At_Client ABC-E Developing resolved rejected deleted)], ABC => [qw(open stalled At_Client ABC-E Developing resolved rejected deleted)], At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected deleted)], 'ABC-E' => [qw(open stalled ABC At_Client Developing resolved rejected deleted)], Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected deleted)], stalled => [qw(open ABC At_Client ABC-E Developing rejected resolved deleted)], resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected deleted)], rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved deleted)], deleted => [qw(open ABC At_Client ABC-E Developing stalled rejected resolved)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', update => 'Respond' }, 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, 'new -> rejected' => { label => 'Reject', update => 'Respond' }, 'new -> deleted' => { label => 'Delete' }, 'open -> stalled' => { label => 'Stall', update => 'Comment' }, 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, 'open -> rejected' => { label => 'Reject', update => 'Respond' }, 'stalled -> open' => { label => 'Open It' }, 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, ] ); ); -------------- next part -------------- An HTML attachment was scrubbed... URL: From michele.pinassi at unisi.it Tue Oct 11 03:22:16 2011 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Tue, 11 Oct 2011 09:22:16 +0200 Subject: [rt-users] RT 4.0.2 too much CPU hungry ! Message-ID: <4E93EEA8.3050103@unisi.it> Hi all, i've installed RT 4.0.2 in my office over a Debian. Here's apache2 SSL config: ServerAdmin webmaster at localhost AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 2048000 PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth => 4" PerlSetVar MasonPreloads '/Elements/*' use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all and this is RT_SiteConfig.pm: root at centralino:/opt/rt4/etc# cat RT_SiteConfig.pm ... Set($WebPort, 443); Set( @Plugins, qw(RT::Extension::JSGantt RTx::Calendar) ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); ... We use LDAP for external auth and all RT works under SSL for security reason. The problem is that our apache2 istance use almost 100% of CPU and over 1GByte of RAM (plus some swap...): PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 6984 www-data 20 0 87936 62m 4016 R 99.4 6.1 0:07.03 apache2 7012 root 20 0 2436 1136 896 R 0.7 0.1 0:00.14 top and web is very slow responsiveness... Any hint ? 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 bart at pleh.info Tue Oct 11 06:34:50 2011 From: bart at pleh.info (Bart) Date: Tue, 11 Oct 2011 12:34:50 +0200 Subject: [rt-users] RT 4.0.2 too much CPU hungry ! In-Reply-To: <4E93EEA8.3050103@unisi.it> References: <4E93EEA8.3050103@unisi.it> Message-ID: Difficult to say. We run RT 4.0.2 on a Debian 6 environment as well (manual installation, manual perl dependency installation via cpan, etc.) The only thing I see in your posted config is an error in the way your plugins are included: Set( @Plugins, qw(RT::Extension::JSGantt RTx::Calendar) ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Should become: Set(@Plugins, (qw(RT::Extension::JSGantt RTx::Calendar RT::Authen::ExternalAuth))); As example, this is how our plugin line is displayed: Set(@Plugins, (qw(RT::Extension::SLA RT::Extension::HistoryFilter RT::Extension::ResetPassword RT::Extension::MergeUsers))); I have no clue if this is the error but the way I see it you should edit it to match the syntax (as displayed in the comments inside the RT_SiteConfig.pm). Did you experience the same issues during testing? -- Bart 2011/10/11 Michele Pinassi > Hi all, > > i've installed RT 4.0.2 in my office over a Debian. Here's apache2 SSL > config: > > > > ServerAdmin webmaster at localhost > > AddDefaultCharset UTF-8 > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > PerlSetVar MasonStaticSource true > PerlSetVar MasonBufferPreallocateSize 2048000 > PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, > cache_depth => 4" > PerlSetVar MasonPreloads '/Elements/*' > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > Options FollowSymLinks > AllowOverride None > > > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > > > and this is RT_SiteConfig.pm: > > root at centralino:/opt/rt4/etc# cat RT_SiteConfig.pm > > ... > > Set($WebPort, 443); > > Set( @Plugins, qw(RT::Extension::JSGantt RTx::Calendar) ); > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > ... > > We use LDAP for external auth and all RT works under SSL for security > reason. > > The problem is that our apache2 istance use almost 100% of CPU and over > 1GByte of RAM (plus some swap...): > > PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND > 6984 www-data 20 0 87936 62m 4016 R 99.4 6.1 0:07.03 > apache2 > > 7012 root 20 0 2436 1136 896 R 0.7 0.1 0:00.14 top > > and web is very slow responsiveness... > > Any hint ? > > 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/ > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Oct 11 09:44:39 2011 From: bart at pleh.info (Bart) Date: Tue, 11 Oct 2011 15:44:39 +0200 Subject: [rt-users] Default value's on creation Message-ID: Hi, I have a simple scrip that sets some default values during the creation of a ticket. The problem witht his scrip is that it's a little rough, it sets the values even when somoen manually creates a ticket and fills in the fields (they get overwritten). Because of that I want the scrip to first check if the field isn't set already, with that I'm kinda having a problem, checking if the field is NULL doesn't seem to work... What's the best way for checking if a Custom Field (in this case) isn't set? I've tried these options but they don't seem to work: Check if the field is empty: if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') = 'NULL') { do something }; Since this field could contain the option Problem this if statement does something when the ticket is set to Problem (for testing, but this doesn't seem to work either): if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') =~ /^P/) { do something ); And a bunch of varaiaties where I\ve either bumped against issues of syntax not being recognised, etc. (things like neq, !=, NULL without quotes, etc.). Does anyone have an example on how to do something similar? (check if a CF is empty, if so then fill it with a value) -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerard at eve-team.com Tue Oct 11 09:49:39 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Tue, 11 Oct 2011 15:49:39 +0200 Subject: [rt-users] Default value's on creation In-Reply-To: References: Message-ID: <4E944973.3000501@eve-team.com> Hi Bart we use if( ! $ticket->CustomFieldValues( 'Software Ready' )->First ) { # set the custom field my $cf = RT::CustomField->new( $RT::SystemUser ); $cf->LoadByName( Name => 'Software Ready' ); my ( $status, $msg ) = $ticket->AddCustomFieldValue( Field => $cf, Value => 'Not ready' ); if( $status ) { $RT::Logger->info( $blurb . " : 'Software Ready' set to 'Not ready'" ); } else { $RT::Logger->warning( $blurb . " : Couldn't set 'Software Ready' to 'Not ready'" . $msg ); } } Gerard On 2011-10-11 15:44, Bart wrote: > Hi, > > I have a simple scrip that sets some default values during the > creation of a ticket. > The problem witht his scrip is that it's a little rough, it sets the > values even when somoen manually creates a ticket and fills in the > fields (they get overwritten). > > Because of that I want the scrip to first check if the field isn't set > already, with that I'm kinda having a problem, checking if the field > is NULL doesn't seem to work... > > What's the best way for checking if a Custom Field (in this case) > isn't set? > > I've tried these options but they don't seem to work: > > Check if the field is empty: > > if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') = 'NULL') > { do something }; > > Since this field could contain the option Problem this if statement > does something when the ticket is set to Problem (for testing, but > this doesn't seem to work either): > > if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') =~ /^P/) { > do something ); > > And a bunch of varaiaties where I\ve either bumped against issues of > syntax not being recognised, etc. (things like neq, !=, NULL without > quotes, etc.). > > Does anyone have an example on how to do something similar? (check if > a CF is empty, if so then fill it with a value) > > -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bart at pleh.info Tue Oct 11 09:50:40 2011 From: bart at pleh.info (Bart) Date: Tue, 11 Oct 2011 15:50:40 +0200 Subject: [rt-users] Communicating with other RT systems Message-ID: Hi again (want to keep the subjects seperate), We have a situation where one of our suppliers also uses RT, but when either of us send an e-mail from RT to the other (with the purpose of creating a new ticket) we don't receive an Autoreply with the ticket number of hte other side. The ticket however is created, RT simply doesn't reply. We believe it's because of the headers that the sending RT system sends (assumption), mainly these headers are suspect: Precedence: bulk RT-Squelch-Replies-To We have no idea on where to look. We did however try this option in the RT_SiteConfig.pm but that didn't seem to change anything (although we might be wrong about that): Should RT redistribute correspondence that it identifies as machine generated? A 1 will do so; setting this to 0 will cause no such messages to be redistributed. You can also use 'privileged' (the default), which will redistribute only to privileged users. This helps to protect against malformed bounces and loops caused by auto-created requestors with bogus addresses. =cut Set($RedistributeAutoGeneratedMessages, "privileged"); We've set that one to 1 to always redistribute, but it didn't seem to do much good (so we've set it back to default). We'd like to solve this, would be nice to know each others ticket number upon creation ;) Any ideas? -- Bart -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Tue Oct 11 10:03:33 2011 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 11 Oct 2011 14:03:33 +0000 Subject: [rt-users] Custom Status 4.0.2 In-Reply-To: References: Message-ID: <2B3D699B434F1F49B73F97861B5FD5446F94FB53@Mail-DB-1.letnet.net> Should there be a comma after the closing brace preceding that line? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Randy Black Sent: Monday, October 10, 2011 5:08 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom Status 4.0.2 Using the sample, my config fails to load - it says it fails on line 98 which would correspond with the "defaults => {" line (notice the S on defaults, not the "default" line). This example was found @ http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki is wrong, I read and implemented something wrong or my sample is wrong.... Randy Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', 'stalled' ], inactive => [ 'resolved', 'rejected', 'deleted' ], } defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', }, [snip] -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 11 11:32:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 11:32:58 -0400 Subject: [rt-users] LDAP Import Script In-Reply-To: <32621470.post@talk.nabble.com> References: <32621470.post@talk.nabble.com> Message-ID: <20111011153258.GB45425@jibsheet.com> On Sun, Oct 09, 2011 at 04:35:17PM -0700, josh.cole wrote: > > I've seen that there is supposed to be a script I can run to get all of our > users into RT. Can someone tell me where I can find that? I have the > ExternalAuth plugin installed and working so anyone with AD credentials can > login but it would be useful to have those users who will not login to the > system in the system so we can easily assign them as requestors. > > What will happen to the user's that are in the system? Will the current user > accounts and attributes be overwritten when I run the import? It sounds like you want RT-Extension-LDAPImport -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 Oct 11 11:34:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 11:34:29 -0400 Subject: [rt-users] RT and Kerberos SSO In-Reply-To: References: Message-ID: <20111011153429.GC45425@jibsheet.com> On Mon, Oct 10, 2011 at 08:31:14AM +0200, jm130794 wrote: > Hello, > > I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I have : Kerberos usually implies mod_auth_kerb, not RT::Authen::ExternalAuth. > ... > > My problem : now, I can't connect to RT (Web interface) with my account which is already > created. I get this : > > Error > Cannot create user : Name in use What's in your error logs? Make sure you turn your logging up to debug. -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 Oct 11 11:37:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 11:37:07 -0400 Subject: [rt-users] Contact Details Permissions In-Reply-To: <20111010140638.GA14677@fohnet.co.uk> References: <20111010140638.GA14677@fohnet.co.uk> Message-ID: <20111011153707.GD45425@jibsheet.com> On Mon, Oct 10, 2011 at 03:06:38PM +0100, Richard Clark wrote: > Just before I go off and start creating some custom fields and scrips, > I wanted to get some opinions and views on how people are handling > viewing of contact details for users. > > RT privileges seem to be lacking in this area - essentially what I want > is for helpdesk staff to be able to view things like office and mobile > numbers of unprivileged users (I.E Customers). > Ideally, I need this to be on a queue level or via groups so that a > group of helpdesk users working a particular queue can only see contact > details for the clients related to that queue. > > Another desired bit of functionality is allow for modification of client > accounts just for a limited subset of a given helpdesk group so that > they can add and modify contact details of the client account. > > All I can see relating to this is the global 'AdminUsers' right, which I > don't really want to give out.. > > I was thinking maybe a few user custom fields (such as 'mobile') that > are auto-populated via a scrip based on the content of the actual field > and then setting permissions on these fields. The level of granularity you describe sounds like you'll want Custom Fields and to use the RT4 options to display extra data in the More About Requestors box. However, you may need to write code or otherwise tweak RT to allow users to get to the page where they can modify User CFs without also allowing them to modify other user attributes. -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 Oct 11 11:39:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 11:39:08 -0400 Subject: [rt-users] Find All tickets owned by users in a certain group In-Reply-To: <32624964.post@talk.nabble.com> References: <32624964.post@talk.nabble.com> Message-ID: <20111011153908.GE45425@jibsheet.com> On Mon, Oct 10, 2011 at 07:41:30AM -0700, Laura Grella wrote: > > We are currently using RT 3.8.7. > > I am writing a ticket query using the query builder for a customer support > queue. I want to show all tickets that are owned by customer support staff. > Right now I have to enumerate all the users by showing (OWNER = '.....' OR > OWNER = '.....' OR etc...) > > What I'd like to do is just say if the owners group is 'Customer Support' > but I don't seem able to. > > I've found in the forums where someone said RequestorGroup = 'Customer > Support' but this does not return any results, and anyway, I want to know if > the Owners group is customer support, not the requestor's group. > > Is there any query syntax that would give me what I am looking for? We are > willing to upgrade if that's what it takes. Unfortunately, I'm only aware of *Group syntax being available for Watcher Groups (Requestor, Cc, AdminCc) and not for Owner. -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 Oct 11 11:54:52 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 11:54:52 -0400 Subject: [rt-users] AuthToken field/attribute in Users Object (RT 4.0.2) In-Reply-To: References: Message-ID: <20111011155452.GF45425@jibsheet.com> On Mon, Oct 10, 2011 at 07:26:23PM +0000, Srikumar Nair wrote: > I am referring to the AuthToken column in the Users table in the RT installation (4.0.2) > Does any one know what is this field used for? > I have seen this getting set when I create some users and it does not get set when I create > some other users. > When does this get set and what is it used for? If you visit Preferences -> About Me, you'll see the Secret Authentication Token box with an explanation of where it's used. It is lazily generated the first time it's needed. -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 Oct 11 12:09:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 12:09:03 -0400 Subject: [rt-users] RT 4.0.2 too much CPU hungry ! In-Reply-To: <4E93EEA8.3050103@unisi.it> References: <4E93EEA8.3050103@unisi.it> Message-ID: <20111011160903.GG45425@jibsheet.com> On Tue, Oct 11, 2011 at 09:22:16AM +0200, Michele Pinassi wrote: > Hi all, > > i've installed RT 4.0.2 in my office over a Debian. Here's apache2 SSL > config: > PerlSetVar MasonStaticSource true This is set by RT and has been for a long time > PerlSetVar MasonBufferPreallocateSize 2048000 > PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, > cache_depth => 4" > PerlSetVar MasonPreloads '/Elements/*' What are these for? Are they helping? They're not standard parts of a config. You also don't show the config that says what kind of apache worker you're using. > The problem is that our apache2 istance use almost 100% of CPU and over > 1GByte of RAM (plus some swap...): > > PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND > 6984 www-data 20 0 87936 62m 4016 R 99.4 6.1 0:07.03 > apache2 > > 7012 root 20 0 2436 1136 896 R 0.7 0.1 0:00.14 top > > and web is very slow responsiveness... Are you swapping? Any time apache goes into swap, it spends a lot of time swapping data in and out and that ends poorly. If you cannot give the box more ram, you probably want to limit the number of children apache spawns. If you believe the CPU burn is coming from RT itself, you can enable MasonX::Profiler as documented in RT_Config.pm and see what component is taking the most time. -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 Tue Oct 11 12:15:09 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Oct 2011 20:15:09 +0400 Subject: [rt-users] Communicating with other RT systems In-Reply-To: References: Message-ID: On Tue, Oct 11, 2011 at 5:50 PM, Bart wrote: > Hi again (want to keep the subjects seperate), > > We have a situation where one of our suppliers also uses RT, but when either > of us send an e-mail from RT to the other (with the purpose of creating a > new ticket) we don't receive an Autoreply with the ticket number of hte > other side. > The ticket however is created, RT simply doesn't reply. > > We believe it's because of the headers that the sending RT system sends > (assumption), mainly these headers are suspect: > > Precedence: bulk > RT-Squelch-Replies-To > > We have no idea on where to look. We did however try this option in the > RT_SiteConfig.pm but that didn't seem to change anything (although we might > be wrong about that): > > Should RT redistribute correspondence that it identifies as machine > generated? ?A 1 will do so; setting this to 0 will cause no > such messages to be redistributed. ?You can also use 'privileged' (the > default), which will redistribute only to privileged users. This helps > to protect against malformed bounces and loops caused by auto-created > requestors with bogus addresses. > > =cut > > Set($RedistributeAutoGeneratedMessages, "privileged"); > > We've set that one to 1 to always redistribute, but it didn't seem to do > much good (so we've set it back to default). > > We'd like to solve this, would be nice to know each others ticket number > upon creation ;) > > Any ideas? For sure you don't autoreplies to go back into original system as those would be treated as replies and may create loops. Id as well can be extracted from subject on reply. If you really need remote id right away when ticket created in remote instance then it's possible to do with a scrip on remote end that pings back via web and sets id. Never played with RTs talking to each other, but it's doable, but might require some hacking to be cool. > -- Bart -- Best regards, Ruslan. From falcone at bestpractical.com Tue Oct 11 12:17:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 12:17:38 -0400 Subject: [rt-users] Communicating with other RT systems In-Reply-To: References: Message-ID: <20111011161738.GH45425@jibsheet.com> On Tue, Oct 11, 2011 at 03:50:40PM +0200, Bart wrote: > We have a situation where one of our suppliers also uses RT, but when either > of us send an e-mail from RT to the other (with the purpose of creating a > new ticket) we don't receive an Autoreply with the ticket number of hte > other side. > The ticket however is created, RT simply doesn't reply. > > We believe it's because of the headers that the sending RT system sends > (assumption), mainly these headers are suspect: > > Precedence: bulk > RT-Squelch-Replies-To > > We have no idea on where to look. We did however try this option in the > RT_SiteConfig.pm but that didn't seem to change anything (although we might > be wrong about that): > > Should RT redistribute correspondence that it identifies as machine > generated? A 1 will do so; setting this to 0 will cause no > such messages to be redistributed. You can also use 'privileged' (the > default), which will redistribute only to privileged users. This helps > to protect against malformed bounces and loops caused by auto-created > requestors with bogus addresses. > > =cut > > Set($RedistributeAutoGeneratedMessages, "privileged"); > > We've set that one to 1 to always redistribute, but it didn't seem to do > much good (so we've set it back to default). You should check if RT is setting RT-DetectedAutoGenerated which is what could trigger the autogenerated messages codepath. RT should also be logging what it found and what it's doing based on your RedistributeAutoGeneratedMessages settings. The specifics of how RT is going to act depends a lot on your versions. There's actually a lot going on here to prevent RT from looping with another RT via the autoreplies, although normal correspondence should work fine. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From srikumarp at fb.com Tue Oct 11 12:18:37 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Tue, 11 Oct 2011 16:18:37 +0000 Subject: [rt-users] AuthToken field/attribute in Users Object (RT 4.0.2) In-Reply-To: <20111011155452.GF45425@jibsheet.com> Message-ID: Thanks Kevin. On 10/11/11 8:54 AM, "Kevin Falcone" wrote: >On Mon, Oct 10, 2011 at 07:26:23PM +0000, Srikumar Nair wrote: >> I am referring to the AuthToken column in the Users table in the RT >>installation (4.0.2) >> Does any one know what is this field used for? >> I have seen this getting set when I create some users and it does >>not get set when I create >> some other users. >> When does this get set and what is it used for? > >If you visit Preferences -> About Me, you'll see the Secret >Authentication Token box with an explanation of where it's used. > >It is lazily generated the first time it's needed. > >-kevin >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA ? October 18 & 19, 2011 >* Washington DC, USA ? October 31 & November 1, 2011 >* Barcelona, Spain ? November 28 & 29, 2011 From theitsmith at gmail.com Tue Oct 11 12:22:04 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 11 Oct 2011 09:22:04 -0700 Subject: [rt-users] RT reporting tools Message-ID: Hi, I'm using RT 4.0.2. Are there any reporting tools built-in (or that integrate) into RT? I haven't been able to locate this functionality. (I know that there are Charts that can be displayed, but there doesn't apear to be a way to display the types of data that I'm looking to gather--such as trends, average time spent working a ticket, etc.) If this functionality isn't supported by RT, are there any recommended packages for achieving this? ~ Tom From falcone at bestpractical.com Tue Oct 11 12:36:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 12:36:12 -0400 Subject: [rt-users] RT 4.0.2. Dashboard Notifications Header Error In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401D65AE4@filipides.ad.ufrgs.br> References: <87C8AADF9E20C14C811B0AFA1747DA5401D65AE4@filipides.ad.ufrgs.br> Message-ID: <20111011163612.GI45425@jibsheet.com> On Mon, Oct 10, 2011 at 02:26:56PM -0300, Luciano Ernesto da Silva wrote: > Hello, > > > > I did na upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the notifications are coming with a > strange problem in html/Javascript header of messages received in any email client(Evolution, > Exchange 2003, 2007 and 2010): > > > > if (window.top !== window.self) { document.write = ""; window.top.location = > window.self.location; setTimeout(function(){ document.body.innerHTML = ""; }, 1); > window.self.onload = function(){ document.body.innerHTML = ""; }; } > jQuery(document).ready(function(){ jQuery("#quick-personal").append(' > > '); jQuery("#li-preferences").detach().appendTo("#prefs-menu"); > jQuery("#li-tools-config").detach().appendTo("#app-nav"); > jQuery("#li-search-simple").detach().insertBefore("#li-search"); > jQuery("#li-tools-approval").detach().appendTo("#app-nav"); > jQuery("#li-page-bookmark").detach().appendTo("#li-page-actions>ul"); > jQuery("#li-page-actions>ul").attr("id","page-action-menu").detach().insertAfter("#topactions"); > jQuery.fn.supersubs.defaults = { maxWidth: 30, extraWidth: 2 }; > jQuery("#page-menu.toplevel").addClass("sf-menu sf-js-enabled").supersubs().superfish({ > dropShadows: false, speed: 'fast' }).supposition(); > jQuery("#app-nav.toplevel").addClass("sf-menu sf-vertical > sf-js-enabled").supersubs().superfish({ speed: 'fast' }).supposition(); > jQuery("#prefs-menu").addClass("sf-menu sf-js-enabled").supersubs().superfish().supposition({ > speed: 'fast' }); }); > > Dashboard Spam queue > > Is there a way to fix that? Thanks - I've filed a bug about the issue you identified. http://issues.bestpractical.com/Ticket/Display.html?id=18556 -kevin -------------- 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 Tue Oct 11 12:52:00 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 11 Oct 2011 09:52:00 -0700 Subject: [rt-users] RT reporting tools In-Reply-To: References: Message-ID: Thomas, We are on Oracle and I created some reporting views and run a bunch of Cognos Reports against them. That way, employees that don't want to get into RT can go to the company website and run them. you might want to consider something like that. Kenn LBNL On Tue, Oct 11, 2011 at 9:22 AM, Thomas Smith wrote: > Hi, > > I'm using RT 4.0.2. Are there any reporting tools built-in (or that > integrate) into RT? I haven't been able to locate this functionality. > (I know that there are Charts that can be displayed, but there doesn't > apear to be a way to display the types of data that I'm looking to > gather--such as trends, average time spent working a ticket, etc.) > > If this functionality isn't supported by RT, are there any recommended > packages for achieving this? > > ~ Tom > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Darin.Perusich at ctg.com Tue Oct 11 13:54:01 2011 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Tue, 11 Oct 2011 13:54:01 -0400 Subject: [rt-users] RT-Extension-JSGantt question Message-ID: Hello All, Is it no longer necessary to patch html/Ticket/Elements/ShowSummary to enable the RT-Extension-JSGantt? When I attempt to patch ShowSummary, patch says it's already been applied and when I review the patch itself and ShowSummary what would be patched is already set. I'm running rt-4.0.2. Thanks! -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 The information transmitted is intended only 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 are not the intended recipient of this message, please contact the sender and delete this material from this computer. From falcone at bestpractical.com Tue Oct 11 14:11:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 14:11:53 -0400 Subject: [rt-users] RT-Extension-JSGantt question In-Reply-To: References: Message-ID: <20111011181153.GJ45425@jibsheet.com> On Tue, Oct 11, 2011 at 01:54:01PM -0400, Darin Perusich wrote: > Hello All, > > Is it no longer necessary to patch html/Ticket/Elements/ShowSummary to > enable the RT-Extension-JSGantt? When I attempt to patch ShowSummary, > patch says it's already been applied and when I review the patch itself > and ShowSummary what would be patched is already set. > > I'm running rt-4.0.2. From the README: 5. patch /Ticket/Elements/ShowSummary if you are using rt < 3.9 You're running 4.0.2 which is new enough to already contain this patch. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jm130794 at gmail.com Tue Oct 11 14:29:20 2011 From: jm130794 at gmail.com (jm130794) Date: Tue, 11 Oct 2011 20:29:20 +0200 Subject: [rt-users] RT and Kerberos SSO In-Reply-To: <20111011153429.GC45425@jibsheet.com> References: <20111011153429.GC45425@jibsheet.com> Message-ID: <4E948B00.5020206@gmail.com> Le 11/10/2011 17:34, Kevin Falcone a ?crit : > On Mon, Oct 10, 2011 at 08:31:14AM +0200, jm130794 wrote: >> Hello, >> >> I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I have : > Kerberos usually implies mod_auth_kerb, not RT::Authen::ExternalAuth. > >> ... >> >> My problem : now, I can't connect to RT (Web interface) with my account which is already >> created. I get this : >> >> Error >> Cannot create user : Name in use > What's in your error logs? Make sure you turn your logging up to debug. > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Barcelona, Spain --- November 28& 29, 2011 Hello, I use mod_auth_kerb to authenticate users. I also have a LDAP server to store my users informations(email, gecos, ...). In Apache configuration, I have : SetHandler perl-script PerlResponseHandler RT::Mason AuthType Kerberos AuthName "RT Kerberos Login" Krb5Keytab /etc/apache2/apache2_krb5.keytab KrbMethodNegotiate On KrbMethodK5Passwd On KrbAuthRealms UNIV-FCOMTE.FR KrbServiceName Any KrbVerifyKDC Off KrbAuthoritative Off KrbSaveCredentials On #KrbLocalUserMapping On #Doesn't work for me ! ==> I remove @univ-fcomte.fr in local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm require valid-user log's contents after having tried me to log into RT : [Tue Oct 11 18:23:10 2011] [debug]: ENTRE DANS CanonicalizeUserInfo: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:434) [Tue Oct 11 18:23:10 2011] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Disabled: 0, EmailAddress: , Gecos: jmcarica at univ-fcomte.fr, Name: jmcarica at univ-fcomte.fr, Privileged: 1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:453) [Tue Oct 11 18:23:10 2011] [debug]: Attempting to get user info using this external service: LDAP_DEPTINFO_ST (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:464) [Tue Oct 11 18:23:10 2011] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:478) [Tue Oct 11 18:23:10 2011] [debug]: LDAP Search === Base: ou=people,dc=univ-fcomte,dc=fr == Filter: (&(objectClass=posixAccount)(uid=jmcarica)) == Attrs: cn,mail,uid,gecos,uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Tue Oct 11 18:23:10 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: jean-michel.caricand at univ-fcomte.fr, ExternalAuthId: jmcarica, Gecos: jmcaricand, Name: jmcarica, Privileged: 1, RealName: caricand jean-michel (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:542) [Tue Oct 11 18:23:11 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339) [Tue Oct 11 18:23:11 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339) -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Tue Oct 11 14:42:15 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Tue, 11 Oct 2011 15:42:15 -0300 Subject: [rt-users] Strange error message dashboard notification Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401D65C04@filipides.ad.ufrgs.br> Hello Kevin, I did an upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the notifications are coming with a strange problem in html/Javascript header of messages received in any email client(Evolution, Exchange 2003, 2007 and 2010): if (window.top !== window.self) { document.write = ""; window.top.location = window.self.location; setTimeout(function(){ document.body.innerHTML = ""; }, 1); window.self.onload = function(){ document.body.innerHTML = ""; }; } jQuery(document).ready(function(){ jQuery("#quick-personal").append(' '); jQuery("#li-preferences").detach().appendTo("#prefs-menu"); jQuery("#li-tools-config").detach().appendTo("#app-nav"); jQuery("#li-search-simple").detach().insertBefore("#li-search"); jQuery("#li-tools-approval").detach().appendTo("#app-nav"); jQuery("#li-page-bookmark").detach().appendTo("#li-page-actions>ul"); jQuery("#li-page-actions>ul").attr("id","page-action-menu").detach().ins ertAfter("#topactions"); jQuery.fn.supersubs.defaults = { maxWidth: 30, extraWidth: 2 }; jQuery("#page-menu.toplevel").addClass("sf-menu sf-js-enabled").supersubs().superfish({ dropShadows: false, speed: 'fast' }).supposition(); jQuery("#app-nav.toplevel").addClass("sf-menu sf-vertical sf-js-enabled").supersubs().superfish({ speed: 'fast' }).supposition(); jQuery("#prefs-menu").addClass("sf-menu sf-js-enabled").supersubs().superfish().supposition({ speed: 'fast' }); }); Dashboard Spam queue Is there a way to fix that? Tks Luciano -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 11 14:43:28 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 14:43:28 -0400 Subject: [rt-users] RT and Kerberos SSO In-Reply-To: <4E948B00.5020206@gmail.com> References: <20111011153429.GC45425@jibsheet.com> <4E948B00.5020206@gmail.com> Message-ID: <20111011184328.GK45425@jibsheet.com> On Tue, Oct 11, 2011 at 08:29:20PM +0200, jm130794 wrote: > [Tue Oct 11 18:23:10 2011] [debug]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm > 20 with: Disabled: 0, EmailAddress: , Gecos: > jmcarica at univ-fcomte.fr, Name: jmcarica at univ-fcomte.fr, Privileged: Did you mean to stash your email address in the Gecos or in the EmailAddress field? I suspect you're failing because you can't have two users with the empty email address in your unique index. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Darin.Perusich at ctg.com Tue Oct 11 14:43:56 2011 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Tue, 11 Oct 2011 14:43:56 -0400 Subject: [rt-users] RT-Extension-JSGantt question In-Reply-To: <20111011181153.GJ45425@jibsheet.com> References: <20111011181153.GJ45425@jibsheet.com> Message-ID: > > From the README: > 5. patch /Ticket/Elements/ShowSummary if you are using rt < 3.9 > > You're running 4.0.2 which is new enough to already contain this patch. Clearly I don't know how to read. Thanks Kevin! The information transmitted is intended only 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 are not the intended recipient of this message, please contact the sender and delete this material from this computer. From jm130794 at gmail.com Tue Oct 11 14:59:01 2011 From: jm130794 at gmail.com (jm130794) Date: Tue, 11 Oct 2011 20:59:01 +0200 Subject: [rt-users] RT and Kerberos SSO In-Reply-To: <20111011184328.GK45425@jibsheet.com> References: <20111011153429.GC45425@jibsheet.com> <4E948B00.5020206@gmail.com> <20111011184328.GK45425@jibsheet.com> Message-ID: <4E9491F5.7040108@gmail.com> Le 11/10/2011 20:43, Kevin Falcone a ?crit : > On Tue, Oct 11, 2011 at 08:29:20PM +0200, jm130794 wrote: >> [Tue Oct 11 18:23:10 2011] [debug]: >> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm >> 20 with: Disabled: 0, EmailAddress: , Gecos: >> jmcarica at univ-fcomte.fr, Name: jmcarica at univ-fcomte.fr, Privileged: > Did you mean to stash your email address in the Gecos or in the > EmailAddress field? I suspect you're failing because you can't have > two users with the empty email address in your unique index. > > -kevin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA --- October 18& 19, 2011 > * Washington DC, USA --- October 31& November 1, 2011 > * Barcelona, Spain --- November 28& 29, 2011 I use EmailAddress to store my email. Only two users don't have email : RT_System and Nobody. rt3=# select Name,EmailAddress,gecos from users where Name like 'jmcarica'; name | emailaddress | gecos ----------+-------------------------------------+------------ jmcarica | jean-michel.caricand at univ-fcomte.fr | jmcaricand (1 ligne) Jean-Michel -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 11 15:08:49 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 15:08:49 -0400 Subject: [rt-users] RT and Kerberos SSO In-Reply-To: <4E9491F5.7040108@gmail.com> References: <20111011153429.GC45425@jibsheet.com> <4E948B00.5020206@gmail.com> <20111011184328.GK45425@jibsheet.com> <4E9491F5.7040108@gmail.com> Message-ID: <20111011190849.GA92752@jibsheet.com> On Tue, Oct 11, 2011 at 08:59:01PM +0200, jm130794 wrote: > I use EmailAddress to store my email. Only two users don't have > email : RT_System and Nobody. > > rt3=# select Name,EmailAddress,gecos from users where Name like 'jmcarica'; > name | emailaddress | gecos > ----------+-------------------------------------+------------ > jmcarica | jean-michel.caricand at univ-fcomte.fr | jmcaricand I suggest you do like '%jmcarica%' so it does the search you intended. I suggest you also compare email addresses. You didn't provide any of your mappings for your 3 canonicalization lookups, so unfortunately we're just guessing back and forth at what happens, but at least one of yours appeared to have a Gecos mismatch. -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 Tue Oct 11 15:35:01 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Oct 2011 23:35:01 +0400 Subject: [rt-users] Custom Status 4.0.2 In-Reply-To: References: Message-ID: On Tue, Oct 11, 2011 at 11:15 PM, Randy Black wrote: > Tried this - no dice. What is "this"? I spotted two most obvious errors. Sadly you have more. Send the current variant. > Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm line 888.\n > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Tuesday, October 11, 2011 9:26 AM > To: Randy Black > Subject: Re: [rt-users] Custom Status 4.0.2 > > On Tue, Oct 11, 2011 at 2:07 AM, Randy Black wrote: >> Using the sample, my config fails to load - it says it fails on line 98 >> which would correspond with the "defaults => {" line (notice the S on >> defaults, not the "default" line). >> >> This example was found @ >> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki >> is wrong, I read and implemented something wrong or my sample is wrong.... >> >> Randy >> >> >> Set(%Lifecycles, >> >> default => { >> ??????? initial => [ 'new' ], >> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', >> 'stalled' ], >> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >> ??????? } > > this closing bracket should be deleted. Most closing brackets need > comma or semi right after. > >> >> defaults => { >> ??????? on_create => 'new', >> ??????? on_merge? => 'resolved', >> ??????? approved? => 'open', >> ??????? denied??? => 'rejected', >> ??????? }, >> >> >> transitions => { >> ??????? => [qw(new open resolved)], >> ??????? # from?? => [ to list ], >> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing resolved >> rejected deleted)], >> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing resolved >> rejected deleted)], >> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >> rejected deleted)], >> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected >> deleted)], >> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing resolved >> rejected deleted)], >> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected >> deleted)], >> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >> resolved deleted)], >> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected >> deleted)], >> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved >> deleted)], >> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled rejected >> resolved)], >> ??????? }, >> >> rights => { >> ??????? '* -> deleted'? => 'DeleteTicket', >> ??????? '* -> *'??????? => 'ModifyTicket', >> ??????? }, >> >> actions => [ >> ??????? 'new -> open'????? => { label => 'Open It',? update => 'Respond' }, >> ??????? 'new -> resolved'? => { label => 'Resolve',? update => 'Comment' }, >> ??????? 'new -> rejected'? => { label => 'Reject',?? update => 'Respond' }, >> ??????? 'new -> deleted'?? => { label => 'Delete'??????????????????????? }, >> ??????? 'open -> stalled'? => { label => 'Stall',??? update => 'Comment' }, >> ??????? 'open -> resolved' => { label => 'Resolve',? update => 'Comment' }, >> ??????? 'open -> rejected' => { label => 'Reject',?? update => 'Respond' }, >> ??????? 'stalled -> open'? => { label => 'Open It'?????????????????????? }, >> ??????? 'resolved -> open' => { label => 'Re-open',? update => 'Comment' }, >> ??????? 'rejected -> open' => { label => 'Re-open',? update => 'Comment' }, >> ??????? ] >> ); >> ); > > these two closing parens with semicolons right after looks wrong as well. > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From ruz at bestpractical.com Tue Oct 11 16:47:48 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Oct 2011 00:47:48 +0400 Subject: [rt-users] New state - Developer resolved In-Reply-To: References: <32625025.post@talk.nabble.com> <32625677.post@talk.nabble.com> Message-ID: On Mon, Oct 10, 2011 at 8:44 PM, Kenneth Crocker wrote: > Laura, > > You can also add a new Status value like 'Dev compl' or something that > indicates that the ticket is ready to go back to Customer support. Then > write a scrip that change the Queue for the ticket back to Custom Support > when the status is changed to that value. Make it part of your workflow > design. I don't mind at all moving tickets around. However, ticket is a sort of channel of communication with interested parties. Yes, when you move ticket to development you either can change requestor or tune notifications, so original requestors are not notified. This works when people use email, but stops working when people get access to the web interface - they see all replies and/or comments. Moving is good when you have conveyor like processing, for example order -> warehouse -> delivery. Things start in one queue and move towards final queue, rarely return back and all parties can talk to requestor but each figures out its own details. In development it's also possible, for example "bugs" that are created by supporters and q&a teams and managed by developers, then things move into q&a, then to changes_integration queue where they tied to tickets in 'releases'. Good indication for conveyor type is often change of owner of ticket not because of absence of the current owner, but because of workflow. > Kenn > LBNL > > On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella > wrote: >> >> Thank you so much Ruslan! This really opened my eyes to how we can change >> our >> procedures for support/developer communications. I will definitely think >> through what you have suggested and see how we can put it into use. >> >> >> >> Ruslan Zakirov-2 wrote: >> > >> > Hello Laura, >> > >> > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella >> > wrote: >> >> >> >> Would this scenario be possible: >> >> >> >> We have customer support queue open a ticket, and then the ticket gets >> >> sent >> >> to Software Development. We don't want software development to ever >> >> resolve >> >> a ticket if it was originated in the customer support queue. We want it >> >> to >> >> always end up in customer support so the support staff can first call >> >> customer to tell them the work was done. >> >> >> >> Can I remove the resolved button/option if the ticket started in >> >> customer >> >> support and is not currently in customer support and replace it with a >> >> resolved by development button/option if it is owned by development >> >> which >> >> will cause it to go to the customer support queue where they will then >> >> have >> >> to real option to resolve the ticket? >> > >> > >> > In RT 4.0 every status change can be protected with a new right and >> > that right can be assigned to groups. >> > >> > However, in such setup I would recommend two alternatives ways for >> > support to comunicate with developers. >> > >> > 1) Developer comment required. In support queue supporters add >> > developers to AdminCc or Cc of a ticket when they need feedback from >> > developers. Setup rights, so developers can only comment on tickets in >> > support queue. For developers you setup saved search so they see >> > tickets in support queue where they are watchers. Also, you may create >> > additional custom field with values: "waiting for developer", "waiting >> > for requestor", ... . This way developers never interact with >> > customers, supporters bring in developers only when required and take >> > care of their awareness. >> > >> > 2) Bug fixing and development. When real development is required, >> > supporter creates a ticket in development queue and support request is >> > linked to development ticket. This allows you to link multiple support >> > requests to one development ticket, so you don't mix customers by >> > merging tickets and still tracks one development process through one >> > ticket. Developers can access all requests and via comments ask for >> > more info. Developers can communicate to each other via development >> > ticket. They can split development ticket into if problems are >> > different and as well split linked requests accordingly. As well, such >> > development ticket can be used to comunicate with Q&A team. >> > >> > For sure it needs more time to setup such thing, but it works much >> > better than moving tickets between support and development. >> > >> >> Hope this is clear. Thanks. >> >> >> >> Laura >> > >> > -- >> > Best regards, Ruslan. >> > -------- >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> > * ?Washington DC, USA ?October 31 & November 1, 2011 >> > * ?Barcelona, Spain ?November 28 & 29, 2011 >> > >> > >> >> -- >> View this message in context: >> http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * ?San Francisco, CA, USA ?October 18 & 19, 2011 >> * ?Washington DC, USA ?October 31 & November 1, 2011 >> * ?Barcelona, Spain ?November 28 & 29, 2011 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Best regards, Ruslan. From theitsmith at gmail.com Tue Oct 11 16:54:56 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 11 Oct 2011 13:54:56 -0700 Subject: [rt-users] Queue permission to allow people to see their own tickets but no one else's Message-ID: Hi, I'd like to setup a queue so that people can see that queue listed in the "Quick search" box on the "RT at a glance" page but only allow them to see tickets that apply to them--i.e. tickets that they own or are listed as Requestor, CC or AdminCC on. I know the permissions for allowing them to view ticket summaries based on their relationship to the ticket, but I'm stuck on restricting what they can see within the queue (when they have permissions to view the queue in the "Quick search" box [I believe ShowTicket allows the queue to be listed in "Quick search", but that gives users the ability to see _every_ ticket in the queue). Is it possible to put this type of security in place? I searched the wiki and didn't find anything specific to this situation. ~ Tom From falcone at bestpractical.com Tue Oct 11 16:59:03 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Oct 2011 16:59:03 -0400 Subject: [rt-users] Queue permission to allow people to see their own tickets but no one else's In-Reply-To: References: Message-ID: <20111011205903.GB92752@jibsheet.com> On Tue, Oct 11, 2011 at 01:54:56PM -0700, Thomas Smith wrote: > Hi, > > I'd like to setup a queue so that people can see that queue listed in > the "Quick search" box on the "RT at a glance" page but only allow > them to see tickets that apply to them--i.e. tickets that they own or > are listed as Requestor, CC or AdminCC on. > > I know the permissions for allowing them to view ticket summaries > based on their relationship to the ticket, but I'm stuck on > restricting what they can see within the queue (when they have > permissions to view the queue in the "Quick search" box [I believe > ShowTicket allows the queue to be listed in "Quick search", but that > gives users the ability to see _every_ ticket in the queue). > > Is it possible to put this type of security in place? I searched the > wiki and didn't find anything specific to this situation. Configuration -> Queues -> Queue Name -> Groups Rights, grant Owner, Requestor, Cc, AdminCc the ShowTicket right Ensure that you haven't also handed out ShowTicket globally or more generally on the Queue 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 kfcrocker at lbl.gov Tue Oct 11 19:00:35 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 11 Oct 2011 16:00:35 -0700 Subject: [rt-users] New state - Developer resolved In-Reply-To: References: <32625025.post@talk.nabble.com> <32625677.post@talk.nabble.com> Message-ID: Yep. On Tue, Oct 11, 2011 at 1:47 PM, Ruslan Zakirov wrote: > On Mon, Oct 10, 2011 at 8:44 PM, Kenneth Crocker > wrote: > > Laura, > > > > You can also add a new Status value like 'Dev compl' or something that > > indicates that the ticket is ready to go back to Customer support. Then > > write a scrip that change the Queue for the ticket back to Custom Support > > when the status is changed to that value. Make it part of your workflow > > design. > > I don't mind at all moving tickets around. However, ticket is a sort > of channel of communication with interested parties. Yes, when you > move ticket to development you either can change requestor or tune > notifications, so original requestors are not notified. This works > when people use email, but stops working when people get access to the > web interface - they see all replies and/or comments. > > Moving is good when you have conveyor like processing, for example > order -> warehouse -> delivery. Things start in one queue and move > towards final queue, rarely return back and all parties can talk to > requestor but each figures out its own details. In development it's > also possible, for example "bugs" that are created by supporters and > q&a teams and managed by developers, then things move into q&a, then > to changes_integration queue where they tied to tickets in 'releases'. > > Good indication for conveyor type is often change of owner of ticket > not because of absence of the current owner, but because of workflow. > > > Kenn > > LBNL > > > > On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella > > wrote: > >> > >> Thank you so much Ruslan! This really opened my eyes to how we can > change > >> our > >> procedures for support/developer communications. I will definitely think > >> through what you have suggested and see how we can put it into use. > >> > >> > >> > >> Ruslan Zakirov-2 wrote: > >> > > >> > Hello Laura, > >> > > >> > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella < > lgrella at acquiremedia.com> > >> > wrote: > >> >> > >> >> Would this scenario be possible: > >> >> > >> >> We have customer support queue open a ticket, and then the ticket > gets > >> >> sent > >> >> to Software Development. We don't want software development to ever > >> >> resolve > >> >> a ticket if it was originated in the customer support queue. We want > it > >> >> to > >> >> always end up in customer support so the support staff can first call > >> >> customer to tell them the work was done. > >> >> > >> >> Can I remove the resolved button/option if the ticket started in > >> >> customer > >> >> support and is not currently in customer support and replace it with > a > >> >> resolved by development button/option if it is owned by development > >> >> which > >> >> will cause it to go to the customer support queue where they will > then > >> >> have > >> >> to real option to resolve the ticket? > >> > > >> > > >> > In RT 4.0 every status change can be protected with a new right and > >> > that right can be assigned to groups. > >> > > >> > However, in such setup I would recommend two alternatives ways for > >> > support to comunicate with developers. > >> > > >> > 1) Developer comment required. In support queue supporters add > >> > developers to AdminCc or Cc of a ticket when they need feedback from > >> > developers. Setup rights, so developers can only comment on tickets in > >> > support queue. For developers you setup saved search so they see > >> > tickets in support queue where they are watchers. Also, you may create > >> > additional custom field with values: "waiting for developer", "waiting > >> > for requestor", ... . This way developers never interact with > >> > customers, supporters bring in developers only when required and take > >> > care of their awareness. > >> > > >> > 2) Bug fixing and development. When real development is required, > >> > supporter creates a ticket in development queue and support request is > >> > linked to development ticket. This allows you to link multiple support > >> > requests to one development ticket, so you don't mix customers by > >> > merging tickets and still tracks one development process through one > >> > ticket. Developers can access all requests and via comments ask for > >> > more info. Developers can communicate to each other via development > >> > ticket. They can split development ticket into if problems are > >> > different and as well split linked requests accordingly. As well, such > >> > development ticket can be used to comunicate with Q&A team. > >> > > >> > For sure it needs more time to setup such thing, but it works much > >> > better than moving tickets between support and development. > >> > > >> >> Hope this is clear. Thanks. > >> >> > >> >> Laura > >> > > >> > -- > >> > Best regards, Ruslan. > >> > -------- > >> > RT Training Sessions (http://bestpractical.com/services/training.html > ) > >> > * San Francisco, CA, USA October 18 & 19, 2011 > >> > * Washington DC, USA October 31 & November 1, 2011 > >> > * Barcelona, Spain November 28 & 29, 2011 > >> > > >> > > >> > >> -- > >> View this message in context: > >> > http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html > >> Sent from the Request Tracker - User mailing list archive at Nabble.com. > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * San Francisco, CA, USA October 18 & 19, 2011 > >> * Washington DC, USA October 31 & November 1, 2011 > >> * Barcelona, Spain November 28 & 29, 2011 > > > > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA ? October 18 & 19, 2011 > > * Washington DC, USA ? October 31 & November 1, 2011 > > * Barcelona, Spain ? November 28 & 29, 2011 > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at jokefire.com Tue Oct 11 22:38:55 2011 From: bluethundr at jokefire.com (Tim Dunphy) Date: Wed, 12 Oct 2011 02:38:55 -0000 (UTC) Subject: [rt-users] DBD::mysq access denied In-Reply-To: Message-ID: <437c9ded-3bd9-4ffa-9532-3f6e666f4118@li289-212> Hello list!! I am attempting to install rt4 but stalling at the point of initializing the database.. I feel that I am close to a solution but would appreciate any advice you may have to get past this point. [root at VIRTCENT11:/usr/local/src/rt-4.0.2] #make initialize-database /usr/bin/perl -I/usr/local/rt4/local/lib -I/usr/local/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on virtcent09.example.com as admin Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: virtcent09.example.com Name: rt4example.com User: admin DBA: admin Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Granting access to admin@'virtcent11.example.com' on rt4. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. make: *** [initialize-database] Error 255 During the installation attempt, after the database is created I can log into the database as the 'rt_user' account which in my case is 'admin' and use the rt4 database. _After_ I do this I run into the error Granting access to admin@'virtcent11.example.com' on rt4. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. make: *** [initialize-database] Error 255 this is line 441 of the file referenced above: =head1 METHODS These are the configure options I have used: ./configure --enable-graphviz --enable-gd --enable-gpg --with-db-host=virtcent09.example.com --with-db-rt-host=virtcent11.summitnjhome.com --with-db-dba=admin --with-db-rt-user=admin --with-db-rt-pass=secret --with-web-user=apache --with-web-group=apache --with-apachectl /usr/sbin/apachectl --localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 --exec-prefix=/usr/local/sbin --withgroup=rt I have passed the point of make fixdeps and all CPAN modules necessary to get RT4 working are installed. Best! tim From josh.cole at fresno.edu Wed Oct 12 00:10:14 2011 From: josh.cole at fresno.edu (josh.cole) Date: Tue, 11 Oct 2011 21:10:14 -0700 (PDT) Subject: [rt-users] What file/scrip/template do I need to edit to display Message-ID: <32634144.post@talk.nabble.com> -- View this message in context: http://old.nabble.com/What-file-scrip-template-do-I-need-to-edit-to-display-tp32634144p32634144.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From josh.cole at fresno.edu Wed Oct 12 01:11:50 2011 From: josh.cole at fresno.edu (josh.cole) Date: Tue, 11 Oct 2011 22:11:50 -0700 (PDT) Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <32621429.post@talk.nabble.com> References: <32586944.post@talk.nabble.com> <4E8AA9B6.5030907@xs4all.nl> <32590090.post@talk.nabble.com> <4E8B458F.7040305@xs4all.nl> <32621429.post@talk.nabble.com> Message-ID: <32635032.post@talk.nabble.com> If anyone is willing to tell me how I can accomplish this. It is driving me crazy! josh.cole wrote: > > I've done this and the options are still there. Am I editing the correct > file to accomplish what I am trying to? > > Joop wrote: >> >> josh.cole wrote: >>> I looked in the mason cache folder and there was nothing inside of >>> there. I >>> did restart apache a few times, not sure if it empties that folder. Is >>> there >>> a RT command you run to clear cache? >>> >>> >> Do you have DevelopMode set to true or on? >> If RT is installed from source then the mason cache should be in: >> /opt/rt4/var/mason_data/obj/ >> rm -Rf /opt/rt4/var/mason_data/obj/* >> should do the trick. If RT in installed through a package manager then >> you'll need to find the mason cache by hand. >> >> Regards, >> >> Joop >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Melbourne VIC, Australia November 28 & 29, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >> >> > > -- View this message in context: http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32635032.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jvdwege at xs4all.nl Wed Oct 12 02:40:48 2011 From: jvdwege at xs4all.nl (Joop) Date: Wed, 12 Oct 2011 08:40:48 +0200 Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <32635032.post@talk.nabble.com> References: <32586944.post@talk.nabble.com> <4E8AA9B6.5030907@xs4all.nl> <32590090.post@talk.nabble.com> <4E8B458F.7040305@xs4all.nl> <32621429.post@talk.nabble.com> <32635032.post@talk.nabble.com> Message-ID: <4E953670.20607@xs4all.nl> josh.cole wrote: > If anyone is willing to tell me how I can accomplish this. It is driving me > crazy! > As per the subject: You'll need to copy SelfService/Display.html to your local folder and you'll see that it calls /Ticket/Elements/ShowDates, so you'll need to copy that as well. Then you'll need to modify Display.html to not call /Tickets/Elements/ShowDates but your modified version. That is how I would do it. Regards, Joop From bart at pleh.info Wed Oct 12 03:11:46 2011 From: bart at pleh.info (Bart) Date: Wed, 12 Oct 2011 09:11:46 +0200 Subject: [rt-users] Default value's on creation In-Reply-To: <4E944973.3000501@eve-team.com> References: <4E944973.3000501@eve-team.com> Message-ID: Thanks to the below scrip I've been able to get this work :-) Though, the syntax is a little different: if( ! $self->TicketObj-> FirstCustomFieldValue( 'Type' ) ) { $self->TicketObj->AddCustomFieldValue(Field => 'Type', Value => 'Incident' ); } return 1; This sets the Type to Incident when the CF is empty, but won't set the CF if it's already filled. Thanks for the tip. -- Bart 2011/10/11 Gerard FENELON > Hi Bart > > we use > > if( ! $ticket->CustomFieldValues( 'Software Ready' )->First ) > { > # set the custom field > my $cf = RT::CustomField->new( $RT::SystemUser ); > $cf->LoadByName( Name => 'Software Ready' ); > my ( $status, $msg ) = $ticket->AddCustomFieldValue( Field => $cf, > Value => 'Not ready' ); > > if( $status ) > { > $RT::Logger->info( $blurb . " : 'Software Ready' set to 'Not ready'" > ); > } > else > { > $RT::Logger->warning( $blurb . " : Couldn't set 'Software Ready' to > 'Not ready'" . $msg ); > } > } > > Gerard > > > On 2011-10-11 15:44, Bart wrote: > > Hi, > > I have a simple scrip that sets some default values during the creation of > a ticket. > The problem witht his scrip is that it's a little rough, it sets the values > even when somoen manually creates a ticket and fills in the fields (they get > overwritten). > > Because of that I want the scrip to first check if the field isn't set > already, with that I'm kinda having a problem, checking if the field is NULL > doesn't seem to work... > > What's the best way for checking if a Custom Field (in this case) isn't > set? > > I've tried these options but they don't seem to work: > > Check if the field is empty: > > if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') = 'NULL') { do > something }; > > Since this field could contain the option Problem this if statement does > something when the ticket is set to Problem (for testing, but this doesn't > seem to work either): > > if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') =~ /^P/) { do > something ); > > And a bunch of varaiaties where I\ve either bumped against issues of syntax > not being recognised, etc. (things like neq, !=, NULL without quotes, etc.). > > Does anyone have an example on how to do something similar? (check if a CF > is empty, if so then fill it with a value) > > -- Bart > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torben.nehmer at cancom.de Wed Oct 12 04:32:40 2011 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Wed, 12 Oct 2011 10:32:40 +0200 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: <23037DC22CE8C3428E7636883099F1AA6F9DC1BCE8@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net><20110701183037.GS876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net><20110701185151.GT876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net><20110705132416.GX876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net><20110705173234.GB27846@jibsheet.com> <23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net> <637FBD94C830BA4BB18492453B2BC1450E4740D1@entexchange1.entdomain.barenecessities.local> <23037DC22CE8C3428E7636883099F1AA6F9DC1BCB9@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9DC1BCE8@JXVXMP01.wwcorp.net> Message-ID: Hello together, I too just ran into the problem described in this thread. Complex layouts tend to lock up Internet Explorer for quite some time, however, I have not tried to trace it down to a specific UI element. As with Christopher, disabling the behavoir line in msie-pie.css hides the problem without affecting functionality so far as I can see it. It does look blockier, as some effects are not applied. Have you any plan how to handle this problem? Of course, I can keep the line in question commented out, but this makes upgrading a pain. 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 Christopher Lasater Gesendet: Freitag, 8. Juli 2011 16:02 An: Christopher Lasater; rt-users at lists.bestpractical.com Betreff: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Also, if you check out the known issues page (http://css3pie.com/documentation/known-issues/ ) there is a comment about CSS not working properly in the Body element. I removed div#Body from the msie-pie.css file and it seems to work, unfortunately I have no clue what this impacts. It seems to go slower and when you zoom in a bit it chops off some words in drop down boxes. I just went back to commenting out the whole line instead. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 08, 2011 9:38 AM To: Henry Angeles; rt-users at lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 I never really used IE much, more of a Firefox person, but it looks good. I think a couple things might be blockier, but much better then maxing out a CPU and locking up. I believe the PIE file only affects IE so Firefox users should not be impacted. -----Original Message----- From: Henry Angeles [mailto:hangeles at barenecessities.com] Sent: Friday, July 08, 2011 9:02 AM To: Christopher Lasater; rt-users at lists.bestpractical.com Subject: RE: [rt-users] New install of RT4 crashes Internet Explorer 8 Chris, Did the 'fix' have any detrimental effects ? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Thursday, July 07, 2011 5:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away. I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ /* behavior: url(/NoAuth/css/images/PIE.htc); */ http://server.net/NoAuth/css/aileron/msie-pie.css The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%. http://css3pie.com/documentation/known-issues/ -----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, July 05, 2011 1:33 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote: > Unfortunately I experience the problem with my local RT4.0.1 but not > the issues.bestpractical.com. So its more than just what version of IE > you have. When changing the zoom level I can even get it to lock up > before logging in. Do you have any config changes on the apache side > for issues.bestpractical.com? mod_perl or fastcgi? We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT. > IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64 I'm on an older IE8 release, but with WinXP for my IE8 machine. Unfortunately, my Win7 machines are already running IE9 for testing. -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: Tuesday, July 05, 2011 9:24 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 > > On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote: > > Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the > > problem disappears. > > I'm trying to figure out what IE is doing differently than Firefox/Chome. > > Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com. I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix. > > Can you tell us more about your specific version of IE and windows > versions. There are too many variables at play with IE > > -kevin > > > > On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote: > > > > Hey Sean, > > Does zooming make the problem worse or do we have different issues? > > -----Original Message----- > > From: [2]rt-users-bounces at lists.bestpractical.com > > [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > > Sent: Friday, July 01, 2011 3:20 PM > > To: [4]rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] New install of RT4 crashes Internet > > Explorer 8 > > > > It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% > > everything works fine. The second I try to zoom its freezes and if I am at 115%, which was > > my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy > > in Firefox without experiencing any problems. > > -----Original Message----- > > From: [5]rt-users-bounces at lists.bestpractical.com > > [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > > Sent: Friday, July 01, 2011 3:04 PM > > To: [7]rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] New install of RT4 crashes Internet > > Explorer 8 > > > > Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be > > interested in. > > > > Problem occurs with or without IE compatibility mode. > > > > > > > > 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"); > > > > > > > > Set( $rtname, '[9]server.example.com'); > > Set ($WebPath , ""); > > Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL , > > "[11]http://server.example.com/"); Set ($WebDomain, > > "[12]server.example.com"); > > > > Obviosly I changed my servername to [13]server.example.com all > > FQDN > -----BEGIN PGP SIGNATURE----- > Version: 10.1.0 (Build 860) > > iQEVAwUBThNCMHUEnna91A87AQjh5wf/UDuwf+y+PcLFxlPrdOn9jYykKSzjfWKg > qJZnBcc7DK+OM/XES0puVrfj5B6pKrOSc50kx22GQez0L8fyTbKxEHUcIzTpIrEK > dq8sqgUDBPjSYXSGxDOBxkubvzelEKBdHhYsrVeYTpkNaha+UESd13cImn8ucnzS > ywTKHGibrxc6oAk6xj8/IPQCZuaQcQyeGB/jB4M8PJjR93Tn7a/V/Cnyi3blvYHl > eQxo9uKnTJPYXGEhtJd623HPWre45dJ9IHwtAMcmen5ik+5QeMVt898bh7kkdAbg > eOSPOJkWcalITLChCUYgOqMp7sXqH53m1WaJcHz3nlhuHjZqZy70bw== > =OSD3 > -----END PGP SIGNATURE----- > > -------- > 2011 Training: http://bestpractical.com/services/training.html From aline.guedes at gmail.com Wed Oct 12 11:12:17 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Wed, 12 Oct 2011 12:12:17 -0300 Subject: [rt-users] Can't select user at the page Global User Rights Message-ID: Hello, I am using RT 4.0.2 and when I go to Tools -> Configuration -> Global -> User Rights and click on an user, it seems like the page is not updated - the name of the user doesn't show as selected (doesn't become bold) and the tables with the user rights doesn't change either. The name of the first user in the page is always in bold though. Note that the page at Tools -> Configuration -> Global -> Group Rights work just fine - it gets updated correctly after I click on a different group (and it seems to use the same script as the user rights page). Is this a bug or maybe something wrong on my side? Please advise. Best regards, Aline -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Oct 12 11:18:36 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Oct 2011 11:18:36 -0400 Subject: [rt-users] Can't select user at the page Global User Rights In-Reply-To: References: Message-ID: <4E95AFCC.2090004@bestpractical.com> On 10/12/2011 11:12 AM, Aline Guedes wrote: > I am using RT 4.0.2 and when I go to Tools -> Configuration -> Global -> > User Rights and click on an user, it seems like the page is not updated > - the name of the user doesn't show as selected (doesn't become bold) > and the tables with the user rights doesn't change either. The name of > the first user in the page is always in bold though. [snip] > > Is this a bug or maybe something wrong on my side? Please advise. I can't reproduce this on 4.0.2 locally. What browser are you using and do you see any javascript errors in the browser's error console? Thomas From aline.guedes at gmail.com Wed Oct 12 11:29:13 2011 From: aline.guedes at gmail.com (Aline Guedes) Date: Wed, 12 Oct 2011 12:29:13 -0300 Subject: [rt-users] Can't select user at the page Global User Rights In-Reply-To: <4E95AFCC.2090004@bestpractical.com> References: <4E95AFCC.2090004@bestpractical.com> Message-ID: I am using Firefox 4.0.1 on Windows XP. The only error I see is: [12:27:34.404] uncaught exception: jQuery UI Tabs: Mismatching fragment identifier. Best regards, Aline On Wed, Oct 12, 2011 at 12:18 PM, Thomas Sibley wrote: > On 10/12/2011 11:12 AM, Aline Guedes wrote: > >> I am using RT 4.0.2 and when I go to Tools -> Configuration -> Global -> >> User Rights and click on an user, it seems like the page is not updated >> - the name of the user doesn't show as selected (doesn't become bold) >> and the tables with the user rights doesn't change either. The name of >> the first user in the page is always in bold though. >> > [snip] > > >> Is this a bug or maybe something wrong on my side? Please advise. >> > > I can't reproduce this on 4.0.2 locally. What browser are you using and do > you see any javascript errors in the browser's error console? > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/**services/training.html > ) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sthild at gmail.com Wed Oct 12 11:51:45 2011 From: sthild at gmail.com (Scott) Date: Wed, 12 Oct 2011 10:51:45 -0500 Subject: [rt-users] New install of RT4 crashes Internet Explorer 8 In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AA6F9DB2A3A7@JXVXMP01.wwcorp.net><20110701183037.GS876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A3EE@JXVXMP01.wwcorp.net><20110701185151.GT876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A40D@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A427@JXVXMP01.wwcorp.net><23037DC22CE8C3428E7636883099F1AA6F9DB2A529@JXVXMP01.wwcorp.net><20110705132416.GX876@jibsheet.com><23037DC22CE8C3428E7636883099F1AA6F9DB2A7D7@JXVXMP01.wwcorp.net><20110705173234.GB27846@jibsheet.com> <23037DC22CE8C3428E7636883099F1AA6F9DC1BBE3@JXVXMP01.wwcorp.net> <637FBD94C830BA4BB18492453B2BC1450E4740D1@entexchange1.entdomain.barenecessities.local> <23037DC22CE8C3428E7636883099F1AA6F9DC1BCB9@JXVXMP01.wwcorp.net> <23037DC22CE8C3428E7636883099F1AA6F9DC1BCE8@JXVXMP01.wwcorp.net> Message-ID: <4E95B791.9010506@gmail.com> On 10/12/2011 03:32 AM, Nehmer Torben wrote: > Hello together, > > I too just ran into the problem described in this thread. Complex layouts tend to lock up Internet Explorer for quite some time, however, I have not tried to trace it down to a specific UI element. > > As with Christopher, disabling the behavoir line in msie-pie.css hides the problem without affecting functionality so far as I can see it. It does look blockier, as some effects are not applied. > > Have you any plan how to handle this problem? Of course, I can keep the line in question commented out, but this makes upgrading a pain. We solved this by installing ie9. I think this is an ie8 issue microsoft is not going to fix. > > > 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 Christopher Lasater > Gesendet: Freitag, 8. Juli 2011 16:02 > An: Christopher Lasater; rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 > > Also, if you check out the known issues page (http://css3pie.com/documentation/known-issues/ ) there is a comment about CSS not working properly in the Body element. I removed div#Body from the msie-pie.css file and it seems to work, unfortunately I have no clue what this impacts. It seems to go slower and when you zoom in a bit it chops off some words in drop down boxes. I just went back to commenting out the whole line instead. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > Sent: Friday, July 08, 2011 9:38 AM > To: Henry Angeles; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 > > I never really used IE much, more of a Firefox person, but it looks good. I think a couple things might be blockier, but much better then maxing out a CPU and locking up. I believe the PIE file only affects IE so Firefox users should not be impacted. > > -----Original Message----- > From: Henry Angeles [mailto:hangeles at barenecessities.com] > Sent: Friday, July 08, 2011 9:02 AM > To: Christopher Lasater; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] New install of RT4 crashes Internet Explorer 8 > > Chris, > > Did the 'fix' have any detrimental effects ? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater > Sent: Thursday, July 07, 2011 5:40 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 > > I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away. I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ > > /* behavior: url(/NoAuth/css/images/PIE.htc); */ > > http://server.net/NoAuth/css/aileron/msie-pie.css > > > The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%. > > http://css3pie.com/documentation/known-issues/ > > > -----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, July 05, 2011 1:33 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 > > On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote: >> Unfortunately I experience the problem with my local RT4.0.1 but not >> the issues.bestpractical.com. So its more than just what version of IE >> you have. When changing the zoom level I can even get it to lock up >> before logging in. Do you have any config changes on the apache side >> for issues.bestpractical.com? mod_perl or fastcgi? > We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT. > >> IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64 > I'm on an older IE8 release, but with WinXP for my IE8 machine. > Unfortunately, my Win7 machines are already running IE9 for testing. > > -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: Tuesday, July 05, 2011 9:24 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 >> >> On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote: >>> Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the >>> problem disappears. >>> I'm trying to figure out what IE is doing differently than Firefox/Chome. >> Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com. I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix. >> >> Can you tell us more about your specific version of IE and windows >> versions. There are too many variables at play with IE >> >> -kevin >> >> >>> On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater<[1]CLasater at taleo.com> wrote: >>> >>> Hey Sean, >>> Does zooming make the problem worse or do we have different issues? >>> -----Original Message----- >>> From: [2]rt-users-bounces at lists.bestpractical.com >>> [mailto:[3]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater >>> Sent: Friday, July 01, 2011 3:20 PM >>> To: [4]rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] New install of RT4 crashes Internet >>> Explorer 8 >>> >>> It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% >>> everything works fine. The second I try to zoom its freezes and if I am at 115%, which was >>> my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy >>> in Firefox without experiencing any problems. >>> -----Original Message----- >>> From: [5]rt-users-bounces at lists.bestpractical.com >>> [mailto:[6]rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Lasater >>> Sent: Friday, July 01, 2011 3:04 PM >>> To: [7]rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] New install of RT4 crashes Internet >>> Explorer 8 >>> >>> Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be >>> interested in. >>> >>> Problem occurs with or without IE compatibility mode. >>> >>> >>> >>> 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"); >>> >>> >>> >>> Set( $rtname, '[9]server.example.com'); >>> Set ($WebPath , ""); >>> Set ($WebBaseUrl , "[10]server.example.com:80"); Set ($WebURL , >>> "[11]http://server.example.com/"); Set ($WebDomain, >>> "[12]server.example.com"); >>> >>> Obviosly I changed my servername to [13]server.example.com all >>> FQDN >> -----BEGIN PGP SIGNATURE----- >> Version: 10.1.0 (Build 860) >> >> iQEVAwUBThNCMHUEnna91A87AQjh5wf/UDuwf+y+PcLFxlPrdOn9jYykKSzjfWKg >> qJZnBcc7DK+OM/XES0puVrfj5B6pKrOSc50kx22GQez0L8fyTbKxEHUcIzTpIrEK >> dq8sqgUDBPjSYXSGxDOBxkubvzelEKBdHhYsrVeYTpkNaha+UESd13cImn8ucnzS >> ywTKHGibrxc6oAk6xj8/IPQCZuaQcQyeGB/jB4M8PJjR93Tn7a/V/Cnyi3blvYHl >> eQxo9uKnTJPYXGEhtJd623HPWre45dJ9IHwtAMcmen5ik+5QeMVt898bh7kkdAbg >> eOSPOJkWcalITLChCUYgOqMp7sXqH53m1WaJcHz3nlhuHjZqZy70bw== >> =OSD3 >> -----END PGP SIGNATURE----- > >> -------- >> 2011 Training: http://bestpractical.com/services/training.html > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18& 19, 2011 > * Washington DC, USA October 31& November 1, 2011 > * Barcelona, Spain November 28& 29, 2011 From Jason.Doran at nuim.ie Wed Oct 12 12:53:59 2011 From: Jason.Doran at nuim.ie (Jason Doran) Date: Wed, 12 Oct 2011 17:53:59 +0100 Subject: [rt-users] 3.8.8->4.0.2 upgrade: /lib/RT/Template.pm line 627, <> line 1 Message-ID: <09AD471A-81C8-477F-B8EA-7A4F1AF41FA5@nuim.ie> Hi, I am testing an upgrade from 3.8.8 to latest 4.0.2 (mysql-5.0.x/ httpd-2.2.x) I found it easier to set up a new rt4 folder and database and to manually migrate my few updates/config changes across. To do this I first dropped all newly created rt4 tables and then imported my rt3 database into rt4. I then ran /opt/rt4/sbin/rt-setup- database --prompt-for-dba-password --action upgrade The code from Template.pm line 627 is: if ($self->Type eq 'Perl' && !$self->CurrentUser->HasRight(Right => 'ExecuteCode', Object => $RT::System)) { return ( undef, $self->loc('Permission Denied') ); } Any ideas on what might causing the warnings? All seems well with the system (including latest RT-Authen-ExternalAuth) and the upgrade is worth it just for the Show/Hide quoted text, but I am concerned about the three warnings below. Processing 3.8.9 Now inserting data. [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/opt/rt4/sbin/../lib/RT/Template.pm:627) [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/opt/rt4/sbin/../lib/RT/Template.pm:627) [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/opt/rt4/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. Done. I should also mention that I have not installed all extensions yet from 3.8.8 as I want to review. RTx::EmailCompletion RT::FM RTx::Tags. Would the error be related to these not installed on test system? I have also played with RTFM on rt3 at some stage, so I (prior to update, and after importing rt3 into new rt4 database) just deleted these tables: drop table FM_Articles, FM_Classes, FM_ObjectTopics, FM_Topics; Regards, Jason From ruz at bestpractical.com Wed Oct 12 13:21:36 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Oct 2011 21:21:36 +0400 Subject: [rt-users] Custom Status 4.0.2 In-Reply-To: References: Message-ID: On Wed, Oct 12, 2011 at 4:58 PM, Randy Black wrote: > Hi Ruslan, Hello, > > That?s a good question. ?I would be pleased to use the defaults. ?I had limited exposure to RT 3.x and brand new to RT4 as a sys admin. ?My main goal is to add just a few statuses and a spam action. > > I went to the training in Chicago, but I'm afraid I must have not been caffeinated enough or over caffinated when we went over that section... > > How do I add "InProgress" and "WaitingOnClient" to the statuses and a "spam" action? You keep Ccing rt-users@ mailing list so other people can help you %) First of all, open RT_Config.pm that is, as well, in etc dir. Copy default %Lifecycle setting from it into RT_SiteConfig.pm starting from "Set(%Lifecycles," ending with ");". Restart your server to make sure it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is ok even before restarting server. Then you can add new statuses. You probably need "active => [...]," line. Then for new statuses you add allowed transitions. And so on. Just make sure every bracket and quote character is balanced. If you don't trust your changes, check syntax with above command after every change. > > Thanks much for your help! > Randy > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Tuesday, October 11, 2011 2:55 PM > To: Randy Black > Subject: Re: [rt-users] Custom Status 4.0.2 > > On Tue, Oct 11, 2011 at 11:37 PM, Randy Black wrote: >> I simply copied and pasted the code from some one's prod box posted on the wiki here: > > My editor pastes additional braces into code if I paste it in a wrong mode. > > http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 > > That article copies mostly everything from RT_Config.pm. > >> >> That didn't work, so I tried your suggestions, with leaving the rest untouched. > > Why didn't you use defaults from RT_Config.pm? > >> >> Thanks, >> Randy >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >> Sent: Tuesday, October 11, 2011 2:35 PM >> To: Randy Black >> Cc: RT users >> Subject: Re: [rt-users] Custom Status 4.0.2 >> >> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black wrote: >>> Tried this - no dice. >> >> What is "this"? I spotted two most obvious errors. Sadly you have >> more. Send the current variant. >> >>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm line 888.\n >>> >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >>> Sent: Tuesday, October 11, 2011 9:26 AM >>> To: Randy Black >>> Subject: Re: [rt-users] Custom Status 4.0.2 >>> >>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black wrote: >>>> Using the sample, my config fails to load - it says it fails on line 98 >>>> which would correspond with the "defaults => {" line (notice the S on >>>> defaults, not the "default" line). >>>> >>>> This example was found @ >>>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki >>>> is wrong, I read and implemented something wrong or my sample is wrong.... >>>> >>>> Randy >>>> >>>> >>>> Set(%Lifecycles, >>>> >>>> default => { >>>> ??????? initial => [ 'new' ], >>>> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', >>>> 'stalled' ], >>>> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >>>> ??????? } >>> >>> this closing bracket should be deleted. Most closing brackets need >>> comma or semi right after. >>> >>>> >>>> defaults => { >>>> ??????? on_create => 'new', >>>> ??????? on_merge? => 'resolved', >>>> ??????? approved? => 'open', >>>> ??????? denied??? => 'rejected', >>>> ??????? }, >>>> >>>> >>>> transitions => { >>>> ??????? => [qw(new open resolved)], >>>> ??????? # from?? => [ to list ], >>>> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing resolved >>>> rejected deleted)], >>>> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing resolved >>>> rejected deleted)], >>>> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >>>> rejected deleted)], >>>> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected >>>> deleted)], >>>> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing resolved >>>> rejected deleted)], >>>> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected >>>> deleted)], >>>> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >>>> resolved deleted)], >>>> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected >>>> deleted)], >>>> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved >>>> deleted)], >>>> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled rejected >>>> resolved)], >>>> ??????? }, >>>> >>>> rights => { >>>> ??????? '* -> deleted'? => 'DeleteTicket', >>>> ??????? '* -> *'??????? => 'ModifyTicket', >>>> ??????? }, >>>> >>>> actions => [ >>>> ??????? 'new -> open'????? => { label => 'Open It',? update => 'Respond' }, >>>> ??????? 'new -> resolved'? => { label => 'Resolve',? update => 'Comment' }, >>>> ??????? 'new -> rejected'? => { label => 'Reject',?? update => 'Respond' }, >>>> ??????? 'new -> deleted'?? => { label => 'Delete'??????????????????????? }, >>>> ??????? 'open -> stalled'? => { label => 'Stall',??? update => 'Comment' }, >>>> ??????? 'open -> resolved' => { label => 'Resolve',? update => 'Comment' }, >>>> ??????? 'open -> rejected' => { label => 'Reject',?? update => 'Respond' }, >>>> ??????? 'stalled -> open'? => { label => 'Open It'?????????????????????? }, >>>> ??????? 'resolved -> open' => { label => 'Re-open',? update => 'Comment' }, >>>> ??????? 'rejected -> open' => { label => 'Re-open',? update => 'Comment' }, >>>> ??????? ] >>>> ); >>>> ); >>> >>> these two closing parens with semicolons right after looks wrong as well. >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From trs at bestpractical.com Wed Oct 12 13:37:36 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Oct 2011 13:37:36 -0400 Subject: [rt-users] Can't select user at the page Global User Rights In-Reply-To: References: <4E95AFCC.2090004@bestpractical.com> Message-ID: <4E95D060.4090404@bestpractical.com> On 10/12/2011 11:29 AM, Aline Guedes wrote: > I am using Firefox 4.0.1 on Windows XP. > > The only error I see is: > [12:27:34.404] uncaught exception: jQuery UI Tabs: Mismatching fragment > identifier. Would you be able to save that page and send it to us? If you want, you can send it off-list, directly to me. Thomas From ruz at bestpractical.com Wed Oct 12 13:41:58 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Oct 2011 21:41:58 +0400 Subject: [rt-users] 3.8.8->4.0.2 upgrade: /lib/RT/Template.pm line 627, <> line 1 In-Reply-To: <09AD471A-81C8-477F-B8EA-7A4F1AF41FA5@nuim.ie> References: <09AD471A-81C8-477F-B8EA-7A4F1AF41FA5@nuim.ie> Message-ID: On Wed, Oct 12, 2011 at 8:53 PM, Jason Doran wrote: > Hi, > I am testing an upgrade from 3.8.8 to latest 4.0.2 (mysql-5.0.x/httpd-2.2.x) > > I found it easier to set up a new rt4 folder and database and to manually > migrate my few updates/config changes across. > > To do this I first dropped all newly created rt4 tables and then imported my > rt3 database into rt4. I then ran /opt/rt4/sbin/rt-setup-database > --prompt-for-dba-password --action upgrade > > The code from Template.pm line 627 is: > > ? ?if ($self->Type eq 'Perl' && !$self->CurrentUser->HasRight(Right => > 'ExecuteCode', Object => $RT::System)) { > ? ? ? ?return ( undef, $self->loc('Permission Denied') ); > ? ?} > > Any ideas on what might causing the warnings? All seems well with the system > (including latest RT-Authen-ExternalAuth) and the upgrade is worth it just > for the Show/Hide quoted text, but I am concerned about the three warnings > below. Nothing to worry about. Old database has no Type value, but it filled in later upgrade script, but during upgrade code hits code path where value is checked. Check is correct for such situation, so DB should be intact. > > Processing 3.8.9 > Now inserting data. > [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string > eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. > (/opt/rt4/sbin/../lib/RT/Template.pm:627) > [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string > eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. > (/opt/rt4/sbin/../lib/RT/Template.pm:627) > [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string > eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1. > (/opt/rt4/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. > Done. > > > I should also mention that I have not installed all extensions yet from > 3.8.8 as I want to review. RTx::EmailCompletion RT::FM RTx::Tags. Would the > error be related to these not installed on test system? > > I have also played with RTFM on rt3 at some stage, so I (prior to update, > and after importing rt3 into new rt4 database) just deleted these tables: > drop table FM_Articles, FM_Classes, FM_ObjectTopics, FM_Topics; > > > Regards, > Jason > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From tobiasbp at gmail.com Wed Oct 12 14:37:30 2011 From: tobiasbp at gmail.com (tobiasbp) Date: Wed, 12 Oct 2011 20:37:30 +0200 Subject: [rt-users] Looking up queues by name in cli: How to handle spaces in names? Message-ID: Hello list. I'm running RT 3.8.8 on Debian. Using the cli I need to get information on queues. I can look up queues with no spaces in their name, but I can't figure out to handle queues with spaces in their names. Looking up the queue "queue_name" works: rt show -t queue some_queue I can't figure out how to look up the queue "queue name". I have tried the below without success: rt show -t queue some\ queue rt show -t queue 'some queue' rt show -t queue some%20queue I get the error: rt: show: Unrecognised argument 'queue name'. rt: show: No objects specified. rt: For help, run 'rt help show'. rt: For help, run 'rt help queue'. Any ideas? Regards, Tobias From tobiasbp at gmail.com Wed Oct 12 14:48:53 2011 From: tobiasbp at gmail.com (tobiasbp) Date: Wed, 12 Oct 2011 20:48:53 +0200 Subject: [rt-users] Accessing custom fields of type "Ticket Transactions" using CLI? Message-ID: Hello list. I need to look up up values for custom fields of type "Ticket Transactions". Using the query below, I can see the full ticket history, but the custom field on transactions does not show up: rt show -l 103/history I'm using RT 3.8.8 on Debian. Regards, Tobias From Randy.Black at Buckle.com Wed Oct 12 14:51:46 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Wed, 12 Oct 2011 13:51:46 -0500 Subject: [rt-users] Custom Status 4.0.2 References: Message-ID: ok, i copied and pasted just as it was explained, I then restarted Apache and then compiling failed... not sure where to go from here. Do the values from the RT_Config need commented out or does the RT_SiteConfig override those settings? here is what happened, if you need to see the full config, let me know. Randy [root at localhost etc]# vi RT_SiteConfig.pm [root at localhost etc]# `perl -c etc/RT_SiteConfig.pm` Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory [root at localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm` /apps/rt4/etc/RT_SiteConfig.pm syntax OK [root at localhost etc]# /etc/init.d/httpd restart Stopping httpd: [ OK ] Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]: (in cleanup) Error while loading /apps/rt4/sbin/rt-server: Not a HASH reference at /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line 161. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm line 82. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transaction.pm line 82. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm line 73. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transactions.pm line 73. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line 1492. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm line 1492. Compilation failed in require at (eval 83) line 3. ...propagated at /usr/share/perl5/base.pm line 94. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line 70. Compilation failed in require at (eval 82) line 3. ...propagated at /usr/share/perl5/base.pm line 94. BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/CurrentUser.pm line 97. Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line 238. (/apps/rt4/sbin/../lib/RT.pm:342) [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed to resolve server name for 10.0.1.153 (check DNS) -- or specify an explicit ServerName [ OK ] -----Original Message----- From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov Sent: Wed 10/12/2011 12:21 PM To: Randy Black Cc: RT users Subject: Re: [rt-users] Custom Status 4.0.2 On Wed, Oct 12, 2011 at 4:58 PM, Randy Black wrote: > Hi Ruslan, Hello, > > That's a good question. ?I would be pleased to use the defaults. ?I had limited exposure to RT 3.x and brand new to RT4 as a sys admin. ?My main goal is to add just a few statuses and a spam action. > > I went to the training in Chicago, but I'm afraid I must have not been caffeinated enough or over caffinated when we went over that section... > > How do I add "InProgress" and "WaitingOnClient" to the statuses and a "spam" action? You keep Ccing rt-users@ mailing list so other people can help you %) First of all, open RT_Config.pm that is, as well, in etc dir. Copy default %Lifecycle setting from it into RT_SiteConfig.pm starting from "Set(%Lifecycles," ending with ");". Restart your server to make sure it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is ok even before restarting server. Then you can add new statuses. You probably need "active => [...]," line. Then for new statuses you add allowed transitions. And so on. Just make sure every bracket and quote character is balanced. If you don't trust your changes, check syntax with above command after every change. > > Thanks much for your help! > Randy > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Tuesday, October 11, 2011 2:55 PM > To: Randy Black > Subject: Re: [rt-users] Custom Status 4.0.2 > > On Tue, Oct 11, 2011 at 11:37 PM, Randy Black wrote: >> I simply copied and pasted the code from some one's prod box posted on the wiki here: > > My editor pastes additional braces into code if I paste it in a wrong mode. > > http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 > > That article copies mostly everything from RT_Config.pm. > >> >> That didn't work, so I tried your suggestions, with leaving the rest untouched. > > Why didn't you use defaults from RT_Config.pm? > >> >> Thanks, >> Randy >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >> Sent: Tuesday, October 11, 2011 2:35 PM >> To: Randy Black >> Cc: RT users >> Subject: Re: [rt-users] Custom Status 4.0.2 >> >> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black wrote: >>> Tried this - no dice. >> >> What is "this"? I spotted two most obvious errors. Sadly you have >> more. Send the current variant. >> >>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm line 888.\n >>> >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov >>> Sent: Tuesday, October 11, 2011 9:26 AM >>> To: Randy Black >>> Subject: Re: [rt-users] Custom Status 4.0.2 >>> >>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black wrote: >>>> Using the sample, my config fails to load - it says it fails on line 98 >>>> which would correspond with the "defaults => {" line (notice the S on >>>> defaults, not the "default" line). >>>> >>>> This example was found @ >>>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki >>>> is wrong, I read and implemented something wrong or my sample is wrong.... >>>> >>>> Randy >>>> >>>> >>>> Set(%Lifecycles, >>>> >>>> default => { >>>> ??????? initial => [ 'new' ], >>>> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', >>>> 'stalled' ], >>>> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >>>> ??????? } >>> >>> this closing bracket should be deleted. Most closing brackets need >>> comma or semi right after. >>> >>>> >>>> defaults => { >>>> ??????? on_create => 'new', >>>> ??????? on_merge? => 'resolved', >>>> ??????? approved? => 'open', >>>> ??????? denied??? => 'rejected', >>>> ??????? }, >>>> >>>> >>>> transitions => { >>>> ??????? => [qw(new open resolved)], >>>> ??????? # from?? => [ to list ], >>>> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing resolved >>>> rejected deleted)], >>>> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing resolved >>>> rejected deleted)], >>>> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >>>> rejected deleted)], >>>> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected >>>> deleted)], >>>> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing resolved >>>> rejected deleted)], >>>> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected >>>> deleted)], >>>> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >>>> resolved deleted)], >>>> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected >>>> deleted)], >>>> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved >>>> deleted)], >>>> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled rejected >>>> resolved)], >>>> ??????? }, >>>> >>>> rights => { >>>> ??????? '* -> deleted'? => 'DeleteTicket', >>>> ??????? '* -> *'??????? => 'ModifyTicket', >>>> ??????? }, >>>> >>>> actions => [ >>>> ??????? 'new -> open'????? => { label => 'Open It',? update => 'Respond' }, >>>> ??????? 'new -> resolved'? => { label => 'Resolve',? update => 'Comment' }, >>>> ??????? 'new -> rejected'? => { label => 'Reject',?? update => 'Respond' }, >>>> ??????? 'new -> deleted'?? => { label => 'Delete'??????????????????????? }, >>>> ??????? 'open -> stalled'? => { label => 'Stall',??? update => 'Comment' }, >>>> ??????? 'open -> resolved' => { label => 'Resolve',? update => 'Comment' }, >>>> ??????? 'open -> rejected' => { label => 'Reject',?? update => 'Respond' }, >>>> ??????? 'stalled -> open'? => { label => 'Open It'?????????????????????? }, >>>> ??????? 'resolved -> open' => { label => 'Re-open',? update => 'Comment' }, >>>> ??????? 'rejected -> open' => { label => 'Re-open',? update => 'Comment' }, >>>> ??????? ] >>>> ); >>>> ); >>> >>> these two closing parens with semicolons right after looks wrong as well. >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Oct 12 15:18:28 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Oct 2011 23:18:28 +0400 Subject: [rt-users] Custom Status 4.0.2 In-Reply-To: References: Message-ID: Hi, Ok. Syntax is ok, but you changed brackets and now things are not what RT expect them to be. Show you current config so I can help you. On Wed, Oct 12, 2011 at 10:51 PM, Randy Black wrote: > ok,? i copied and pasted just as it was explained, I then restarted Apache > and then compiling failed... > > not sure where to go from here.? Do the values from the RT_Config need > commented out or does the RT_SiteConfig override those settings? > > here is what happened, if you need to see the full config, let me know. > > Randy > > [root at localhost etc]# vi RT_SiteConfig.pm > [root at localhost etc]# `perl -c etc/RT_SiteConfig.pm` > Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory > [root at localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm` > /apps/rt4/etc/RT_SiteConfig.pm syntax OK > [root at localhost etc]# /etc/init.d/httpd restart > Stopping httpd:??????????????????????????????????????????? [? OK? ] > Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:?? (in cleanup) Error > while loading /apps/rt4/sbin/rt-server: Not a HASH reference at > /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line 161. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm line > 72. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm line > 72. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm > line 82. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transaction.pm > line 82. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm > line 73. > BEGIN failed--compilation aborted at > /apps/rt4/sbin/../lib/RT/Transactions.pm line 73. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line > 1492. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm line > 1492. > Compilation failed in require at (eval 83) line 3. > ??????? ...propagated at /usr/share/perl5/base.pm line 94. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line > 70. > Compilation failed in require at (eval 82) line 3. > ??????? ...propagated at /usr/share/perl5/base.pm line 94. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/CurrentUser.pm > line 97. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line > 238. (/apps/rt4/sbin/../lib/RT.pm:342) > [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed > to resolve server name for 10.0.1.153 (check DNS) -- or specify an explicit > ServerName > ?????????????????????????????????????????????????????????? [? OK? ] > > > > -----Original Message----- > From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov > Sent: Wed 10/12/2011 12:21 PM > To: Randy Black > Cc: RT users > Subject: Re: [rt-users] Custom Status 4.0.2 > > On Wed, Oct 12, 2011 at 4:58 PM, Randy Black wrote: >> Hi Ruslan, > > Hello, > > >> >> That's a good question. ?I would be pleased to use the defaults. ?I had >> limited exposure to RT 3.x and brand new to RT4 as a sys admin. ?My main >> goal is to add just a few statuses and a spam action. >> >> I went to the training in Chicago, but I'm afraid I must have not been >> caffeinated enough or over caffinated when we went over that section... >> >> How do I add "InProgress" and "WaitingOnClient" to the statuses and a >> "spam" action? > > You keep Ccing rt-users@ mailing list so other people can help you %) > > First of all, open RT_Config.pm that is, as well, in etc dir. Copy > default %Lifecycle setting from it into RT_SiteConfig.pm starting from > "Set(%Lifecycles," ending with ");". Restart your server to make sure > it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is > ok even before restarting server. > > Then you can add new statuses. You probably need "active => [...]," > line. Then for new statuses you add allowed transitions. And so on. > Just make sure every bracket and quote character is balanced. If you > don't trust your changes, check syntax with above command after every > change. > >> >> Thanks much for your help! >> Randy >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf >> Of Ruslan Zakirov >> Sent: Tuesday, October 11, 2011 2:55 PM >> To: Randy Black >> Subject: Re: [rt-users] Custom Status 4.0.2 >> >> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black >> wrote: >>> I simply copied and pasted the code from some one's prod box posted on >>> the wiki here: >> >> My editor pastes additional braces into code if I paste it in a wrong >> mode. >> >> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 >> >> That article copies mostly everything from RT_Config.pm. >> >>> >>> That didn't work, so I tried your suggestions, with leaving the rest >>> untouched. >> >> Why didn't you use defaults from RT_Config.pm? >> >>> >>> Thanks, >>> Randy >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>> Behalf Of Ruslan Zakirov >>> Sent: Tuesday, October 11, 2011 2:35 PM >>> To: Randy Black >>> Cc: RT users >>> Subject: Re: [rt-users] Custom Status 4.0.2 >>> >>> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black >>> wrote: >>>> Tried this - no dice. >>> >>> What is "this"? I spotted two most obvious errors. Sadly you have >>> more. Send the current variant. >>> >>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or >>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>> line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm >>>> line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: >>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or >>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>> line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm >>>> line 888.\n >>>> >>>> >>>> -----Original Message----- >>>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>>> Behalf Of Ruslan Zakirov >>>> Sent: Tuesday, October 11, 2011 9:26 AM >>>> To: Randy Black >>>> Subject: Re: [rt-users] Custom Status 4.0.2 >>>> >>>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black >>>> wrote: >>>>> Using the sample, my config fails to load - it says it fails on line 98 >>>>> which would correspond with the "defaults => {" line (notice the S on >>>>> defaults, not the "default" line). >>>>> >>>>> This example was found @ >>>>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the >>>>> wiki >>>>> is wrong, I read and implemented something wrong or my sample is >>>>> wrong.... >>>>> >>>>> Randy >>>>> >>>>> >>>>> Set(%Lifecycles, >>>>> >>>>> default => { >>>>> ??????? initial => [ 'new' ], >>>>> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', >>>>> 'stalled' ], >>>>> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >>>>> ??????? } >>>> >>>> this closing bracket should be deleted. Most closing brackets need >>>> comma or semi right after. >>>> >>>>> >>>>> defaults => { >>>>> ??????? on_create => 'new', >>>>> ??????? on_merge? => 'resolved', >>>>> ??????? approved? => 'open', >>>>> ??????? denied??? => 'rejected', >>>>> ??????? }, >>>>> >>>>> >>>>> transitions => { >>>>> ??????? => [qw(new open resolved)], >>>>> ??????? # from?? => [ to list ], >>>>> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing >>>>> resolved >>>>> rejected deleted)], >>>>> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing resolved >>>>> rejected deleted)], >>>>> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >>>>> rejected deleted)], >>>>> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved >>>>> rejected >>>>> deleted)], >>>>> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing >>>>> resolved >>>>> rejected deleted)], >>>>> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved >>>>> rejected >>>>> deleted)], >>>>> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >>>>> resolved deleted)], >>>>> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled >>>>> rejected >>>>> deleted)], >>>>> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled >>>>> resolved >>>>> deleted)], >>>>> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled >>>>> rejected >>>>> resolved)], >>>>> ??????? }, >>>>> >>>>> rights => { >>>>> ??????? '* -> deleted'? => 'DeleteTicket', >>>>> ??????? '* -> *'??????? => 'ModifyTicket', >>>>> ??????? }, >>>>> >>>>> actions => [ >>>>> ??????? 'new -> open'????? => { label => 'Open It',? update => >>>>> 'Respond' }, >>>>> ??????? 'new -> resolved'? => { label => 'Resolve',? update => >>>>> 'Comment' }, >>>>> ??????? 'new -> rejected'? => { label => 'Reject',?? update => >>>>> 'Respond' }, >>>>> ??????? 'new -> deleted'?? => { label => >>>>> 'Delete'??????????????????????? }, >>>>> ??????? 'open -> stalled'? => { label => 'Stall',??? update => >>>>> 'Comment' }, >>>>> ??????? 'open -> resolved' => { label => 'Resolve',? update => >>>>> 'Comment' }, >>>>> ??????? 'open -> rejected' => { label => 'Reject',?? update => >>>>> 'Respond' }, >>>>> ??????? 'stalled -> open'? => { label => 'Open >>>>> It'?????????????????????? }, >>>>> ??????? 'resolved -> open' => { label => 'Re-open',? update => >>>>> 'Comment' }, >>>>> ??????? 'rejected -> open' => { label => 'Re-open',? update => >>>>> 'Comment' }, >>>>> ??????? ] >>>>> ); >>>>> ); >>>> >>>> these two closing parens with semicolons right after looks wrong as >>>> well. >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From Randy.Black at Buckle.com Wed Oct 12 15:22:46 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Wed, 12 Oct 2011 14:22:46 -0500 Subject: [rt-users] Custom Status 4.0.2 References: Message-ID: attached,. Thanks! -----Original Message----- From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov Sent: Wed 10/12/2011 2:18 PM To: Randy Black Cc: RT users Subject: Re: [rt-users] Custom Status 4.0.2 Hi, Ok. Syntax is ok, but you changed brackets and now things are not what RT expect them to be. Show you current config so I can help you. On Wed, Oct 12, 2011 at 10:51 PM, Randy Black wrote: > ok,? i copied and pasted just as it was explained, I then restarted Apache > and then compiling failed... > > not sure where to go from here.? Do the values from the RT_Config need > commented out or does the RT_SiteConfig override those settings? > > here is what happened, if you need to see the full config, let me know. > > Randy > > [root at localhost etc]# vi RT_SiteConfig.pm > [root at localhost etc]# `perl -c etc/RT_SiteConfig.pm` > Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory > [root at localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm` > /apps/rt4/etc/RT_SiteConfig.pm syntax OK > [root at localhost etc]# /etc/init.d/httpd restart > Stopping httpd:??????????????????????????????????????????? [? OK? ] > Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:?? (in cleanup) Error > while loading /apps/rt4/sbin/rt-server: Not a HASH reference at > /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line 161. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm line > 72. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm line > 72. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm > line 82. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transaction.pm > line 82. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm > line 73. > BEGIN failed--compilation aborted at > /apps/rt4/sbin/../lib/RT/Transactions.pm line 73. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line > 1492. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm line > 1492. > Compilation failed in require at (eval 83) line 3. > ??????? ...propagated at /usr/share/perl5/base.pm line 94. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line > 70. > Compilation failed in require at (eval 82) line 3. > ??????? ...propagated at /usr/share/perl5/base.pm line 94. > BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/CurrentUser.pm > line 97. > Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line > 238. (/apps/rt4/sbin/../lib/RT.pm:342) > [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed > to resolve server name for 10.0.1.153 (check DNS) -- or specify an explicit > ServerName > ?????????????????????????????????????????????????????????? [? OK? ] > > > > -----Original Message----- > From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov > Sent: Wed 10/12/2011 12:21 PM > To: Randy Black > Cc: RT users > Subject: Re: [rt-users] Custom Status 4.0.2 > > On Wed, Oct 12, 2011 at 4:58 PM, Randy Black wrote: >> Hi Ruslan, > > Hello, > > >> >> That's a good question. ?I would be pleased to use the defaults. ?I had >> limited exposure to RT 3.x and brand new to RT4 as a sys admin. ?My main >> goal is to add just a few statuses and a spam action. >> >> I went to the training in Chicago, but I'm afraid I must have not been >> caffeinated enough or over caffinated when we went over that section... >> >> How do I add "InProgress" and "WaitingOnClient" to the statuses and a >> "spam" action? > > You keep Ccing rt-users@ mailing list so other people can help you %) > > First of all, open RT_Config.pm that is, as well, in etc dir. Copy > default %Lifecycle setting from it into RT_SiteConfig.pm starting from > "Set(%Lifecycles," ending with ");". Restart your server to make sure > it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is > ok even before restarting server. > > Then you can add new statuses. You probably need "active => [...]," > line. Then for new statuses you add allowed transitions. And so on. > Just make sure every bracket and quote character is balanced. If you > don't trust your changes, check syntax with above command after every > change. > >> >> Thanks much for your help! >> Randy >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf >> Of Ruslan Zakirov >> Sent: Tuesday, October 11, 2011 2:55 PM >> To: Randy Black >> Subject: Re: [rt-users] Custom Status 4.0.2 >> >> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black >> wrote: >>> I simply copied and pasted the code from some one's prod box posted on >>> the wiki here: >> >> My editor pastes additional braces into code if I paste it in a wrong >> mode. >> >> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 >> >> That article copies mostly everything from RT_Config.pm. >> >>> >>> That didn't work, so I tried your suggestions, with leaving the rest >>> untouched. >> >> Why didn't you use defaults from RT_Config.pm? >> >>> >>> Thanks, >>> Randy >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>> Behalf Of Ruslan Zakirov >>> Sent: Tuesday, October 11, 2011 2:35 PM >>> To: Randy Black >>> Cc: RT users >>> Subject: Re: [rt-users] Custom Status 4.0.2 >>> >>> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black >>> wrote: >>>> Tried this - no dice. >>> >>> What is "this"? I spotted two most obvious errors. Sadly you have >>> more. Send the current variant. >>> >>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or >>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>> line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm >>>> line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: >>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or >>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>> line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm >>>> line 888.\n >>>> >>>> >>>> -----Original Message----- >>>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>>> Behalf Of Ruslan Zakirov >>>> Sent: Tuesday, October 11, 2011 9:26 AM >>>> To: Randy Black >>>> Subject: Re: [rt-users] Custom Status 4.0.2 >>>> >>>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black >>>> wrote: >>>>> Using the sample, my config fails to load - it says it fails on line 98 >>>>> which would correspond with the "defaults => {" line (notice the S on >>>>> defaults, not the "default" line). >>>>> >>>>> This example was found @ >>>>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the >>>>> wiki >>>>> is wrong, I read and implemented something wrong or my sample is >>>>> wrong.... >>>>> >>>>> Randy >>>>> >>>>> >>>>> Set(%Lifecycles, >>>>> >>>>> default => { >>>>> ??????? initial => [ 'new' ], >>>>> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing', >>>>> 'stalled' ], >>>>> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >>>>> ??????? } >>>> >>>> this closing bracket should be deleted. Most closing brackets need >>>> comma or semi right after. >>>> >>>>> >>>>> defaults => { >>>>> ??????? on_create => 'new', >>>>> ??????? on_merge? => 'resolved', >>>>> ??????? approved? => 'open', >>>>> ??????? denied??? => 'rejected', >>>>> ??????? }, >>>>> >>>>> >>>>> transitions => { >>>>> ??????? => [qw(new open resolved)], >>>>> ??????? # from?? => [ to list ], >>>>> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing >>>>> resolved >>>>> rejected deleted)], >>>>> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing resolved >>>>> rejected deleted)], >>>>> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >>>>> rejected deleted)], >>>>> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved >>>>> rejected >>>>> deleted)], >>>>> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing >>>>> resolved >>>>> rejected deleted)], >>>>> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved >>>>> rejected >>>>> deleted)], >>>>> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >>>>> resolved deleted)], >>>>> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled >>>>> rejected >>>>> deleted)], >>>>> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled >>>>> resolved >>>>> deleted)], >>>>> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled >>>>> rejected >>>>> resolved)], >>>>> ??????? }, >>>>> >>>>> rights => { >>>>> ??????? '* -> deleted'? => 'DeleteTicket', >>>>> ??????? '* -> *'??????? => 'ModifyTicket', >>>>> ??????? }, >>>>> >>>>> actions => [ >>>>> ??????? 'new -> open'????? => { label => 'Open It',? update => >>>>> 'Respond' }, >>>>> ??????? 'new -> resolved'? => { label => 'Resolve',? update => >>>>> 'Comment' }, >>>>> ??????? 'new -> rejected'? => { label => 'Reject',?? update => >>>>> 'Respond' }, >>>>> ??????? 'new -> deleted'?? => { label => >>>>> 'Delete'??????????????????????? }, >>>>> ??????? 'open -> stalled'? => { label => 'Stall',??? update => >>>>> 'Comment' }, >>>>> ??????? 'open -> resolved' => { label => 'Resolve',? update => >>>>> 'Comment' }, >>>>> ??????? 'open -> rejected' => { label => 'Reject',?? update => >>>>> 'Respond' }, >>>>> ??????? 'stalled -> open'? => { label => 'Open >>>>> It'?????????????????????? }, >>>>> ??????? 'resolved -> open' => { label => 'Re-open',? update => >>>>> 'Comment' }, >>>>> ??????? 'rejected -> open' => { label => 'Re-open',? update => >>>>> 'Comment' }, >>>>> ??????? ] >>>>> ); >>>>> ); >>>> >>>> these two closing parens with semicolons right after looks wrong as >>>> well. >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/x-perl Size: 10870 bytes Desc: RT_SiteConfig.pm URL: From Izz.Abdullah at hibbett.com Wed Oct 12 15:45:08 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 12 Oct 2011 14:45:08 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: Message-ID: I have gone as far to add the logger, and it never shows up in the rt.log. Here is what I have now. 1. ModifyQuery breaks ALL simple search (meaning, no matter what I put into the box to search for, I get 0 results) 2. There is no noise in the logs from the RT Logger 3. I have cleared the mason cache 4. I have restarted apache 5. Here is my ModifyQuery code - I have tried multiple variations: a. <%init> $RT::Logger->debug("The initial value is $$query"); #I have also tried this with the $$query outside of the quotes $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . $$query; $RT::Logger->debug("The value is now $$query"); <%args> $query => undef b. <%init> my $val = $$query; $RT::Logger->debug("The initial value is $val"); #I have also tried this with the $val outside of the quotes $val = "fulltext:$val"; #I have also tried $val = "fulltext:" . $val; ##and I have also tried: $$query = "fulltext:$val"; #and $$query = "fulltext:" . $val; $RT::Logger->debug("The value is now $val"); #changed to $$query if assigned to $$query on the line above $$query = $val; #this gets commented out if I change two lines up to be assigned directly to $$query <%args> $query => undef I know someone can give me some pointers. I am so confused why it's not working, and if the syntax is bad, why am I not at least getting something in the logs???? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 07, 2011 3:08 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback Anyone? The below code breaks the simple query altogether. I haven't seen anything from google. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 07, 2011 8:36 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] help with ModifyQuery callback I would appreciate some assistance in forcing FTS in simple searches...so I have written the following, which completely broke the simple search, but you get the idea of what I am trying to do (value of: /opt/rt4/local/html/Callbacks/hibbett/Search/Simple.html/ModifyQuery): <%init> my $val = $$query; $val = "fulltext:$val"; $$query = $val; <%args> $query => undef I imagine I could skip a step and have a one-liner: $$query = "fulltext:$$query"; but nonetheless, it doesn't like me modifying the query like this. Is the query, at this point, sql, or is it still the text inserted into the search box? I have changed owner on the tree structure to www-data:www-data, and I have cleared the mason cache. (clearly since the simple search will not return any results now) :) I will continue to work on this, but would appreciate any assistance. Thanks in advance, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Oct 12 15:49:20 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Oct 2011 23:49:20 +0400 Subject: [rt-users] Custom Status 4.0.2 In-Reply-To: References: Message-ID: Hi, Just delete first Set(%Lifecycles, ...); call and leave second one. First call you have is totally incorrect and messes things. I don't know why you left it there. On Wed, Oct 12, 2011 at 11:22 PM, Randy Black wrote: > > attached,. > > Thanks! > > -----Original Message----- > From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov > Sent: Wed 10/12/2011 2:18 PM > To: Randy Black > Cc: RT users > Subject: Re: [rt-users] Custom Status 4.0.2 > > Hi, > > Ok. Syntax is ok, but you changed brackets and now things are not what > RT expect them to be. Show you current config so I can help you. > > On Wed, Oct 12, 2011 at 10:51 PM, Randy Black > wrote: >> ok,? i copied and pasted just as it was explained, I then restarted Apache >> and then compiling failed... >> >> not sure where to go from here.? Do the values from the RT_Config need >> commented out or does the RT_SiteConfig override those settings? >> >> here is what happened, if you need to see the full config, let me know. >> >> Randy >> >> [root at localhost etc]# vi RT_SiteConfig.pm >> [root at localhost etc]# `perl -c etc/RT_SiteConfig.pm` >> Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory >> [root at localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm` >> /apps/rt4/etc/RT_SiteConfig.pm syntax OK >> [root at localhost etc]# /etc/init.d/httpd restart >> Stopping httpd:??????????????????????????????????????????? [? OK? ] >> Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:?? (in cleanup) Error >> while loading /apps/rt4/sbin/rt-server: Not a HASH reference at >> /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line >> 161. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line >> 72. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm >> line >> 72. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line >> 72. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm >> line >> 72. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm >> line 82. >> BEGIN failed--compilation aborted at >> /apps/rt4/sbin/../lib/RT/Transaction.pm >> line 82. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm >> line 73. >> BEGIN failed--compilation aborted at >> /apps/rt4/sbin/../lib/RT/Transactions.pm line 73. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line >> 1492. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm >> line >> 1492. >> Compilation failed in require at (eval 83) line 3. >> ??????? ...propagated at /usr/share/perl5/base.pm line 94. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line >> 70. >> Compilation failed in require at (eval 82) line 3. >> ??????? ...propagated at /usr/share/perl5/base.pm line 94. >> BEGIN failed--compilation aborted at >> /apps/rt4/sbin/../lib/RT/CurrentUser.pm >> line 97. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line >> 238. (/apps/rt4/sbin/../lib/RT.pm:342) >> [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: >> Failed >> to resolve server name for 10.0.1.153 (check DNS) -- or specify an >> explicit >> ServerName >> ?????????????????????????????????????????????????????????? [? OK? ] >> >> >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov >> Sent: Wed 10/12/2011 12:21 PM >> To: Randy Black >> Cc: RT users >> Subject: Re: [rt-users] Custom Status 4.0.2 >> >> On Wed, Oct 12, 2011 at 4:58 PM, Randy Black >> wrote: >>> Hi Ruslan, >> >> Hello, >> >> >>> >>> That's a good question. ?I would be pleased to use the defaults. ?I had >>> limited exposure to RT 3.x and brand new to RT4 as a sys admin. ?My main >>> goal is to add just a few statuses and a spam action. >>> >>> I went to the training in Chicago, but I'm afraid I must have not been >>> caffeinated enough or over caffinated when we went over that section... >>> >>> How do I add "InProgress" and "WaitingOnClient" to the statuses and a >>> "spam" action? >> >> You keep Ccing rt-users@ mailing list so other people can help you %) >> >> First of all, open RT_Config.pm that is, as well, in etc dir. Copy >> default %Lifecycle setting from it into RT_SiteConfig.pm starting from >> "Set(%Lifecycles," ending with ");". Restart your server to make sure >> it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is >> ok even before restarting server. >> >> Then you can add new statuses. You probably need "active => [...]," >> line. Then for new statuses you add allowed transitions. And so on. >> Just make sure every bracket and quote character is balanced. If you >> don't trust your changes, check syntax with above command after every >> change. >> >>> >>> Thanks much for your help! >>> Randy >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>> Behalf >>> Of Ruslan Zakirov >>> Sent: Tuesday, October 11, 2011 2:55 PM >>> To: Randy Black >>> Subject: Re: [rt-users] Custom Status 4.0.2 >>> >>> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black >>> wrote: >>>> I simply copied and pasted the code from some one's prod box posted on >>>> the wiki here: >>> >>> My editor pastes additional braces into code if I paste it in a wrong >>> mode. >>> >>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 >>> >>> That article copies mostly everything from RT_Config.pm. >>> >>>> >>>> That didn't work, so I tried your suggestions, with leaving the rest >>>> untouched. >>> >>> Why didn't you use defaults from RT_Config.pm? >>> >>>> >>>> Thanks, >>>> Randy >>>> >>>> -----Original Message----- >>>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>>> Behalf Of Ruslan Zakirov >>>> Sent: Tuesday, October 11, 2011 2:35 PM >>>> To: Randy Black >>>> Cc: RT users >>>> Subject: Re: [rt-users] Custom Status 4.0.2 >>>> >>>> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black >>>> wrote: >>>>> Tried this - no dice. >>>> >>>> What is "this"? I spotted two most obvious errors. Sadly you have >>>> more. Send the current variant. >>>> >>>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly >>>>> or >>>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>>> line\nCompilation failed in require at >>>>> /apps/rt4/sbin/../lib/RT/Config.pm >>>>> line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: >>>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly >>>>> or >>>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>>> line\nCompilation failed in require at >>>>> /apps/rt4/sbin/../lib/RT/Config.pm >>>>> line 888.\n >>>>> >>>>> >>>>> -----Original Message----- >>>>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>>>> Behalf Of Ruslan Zakirov >>>>> Sent: Tuesday, October 11, 2011 9:26 AM >>>>> To: Randy Black >>>>> Subject: Re: [rt-users] Custom Status 4.0.2 >>>>> >>>>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black >>>>> wrote: >>>>>> Using the sample, my config fails to load - it says it fails on line >>>>>> 98 >>>>>> which would correspond with the "defaults => {" line (notice the S on >>>>>> defaults, not the "default" line). >>>>>> >>>>>> This example was found @ >>>>>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the >>>>>> wiki >>>>>> is wrong, I read and implemented something wrong or my sample is >>>>>> wrong.... >>>>>> >>>>>> Randy >>>>>> >>>>>> >>>>>> Set(%Lifecycles, >>>>>> >>>>>> default => { >>>>>> ??????? initial => [ 'new' ], >>>>>> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', >>>>>> 'Developing', >>>>>> 'stalled' ], >>>>>> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >>>>>> ??????? } >>>>> >>>>> this closing bracket should be deleted. Most closing brackets need >>>>> comma or semi right after. >>>>> >>>>>> >>>>>> defaults => { >>>>>> ??????? on_create => 'new', >>>>>> ??????? on_merge? => 'resolved', >>>>>> ??????? approved? => 'open', >>>>>> ??????? denied??? => 'rejected', >>>>>> ??????? }, >>>>>> >>>>>> >>>>>> transitions => { >>>>>> ??????? => [qw(new open resolved)], >>>>>> ??????? # from?? => [ to list ], >>>>>> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing >>>>>> resolved >>>>>> rejected deleted)], >>>>>> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing >>>>>> resolved >>>>>> rejected deleted)], >>>>>> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >>>>>> rejected deleted)], >>>>>> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved >>>>>> rejected >>>>>> deleted)], >>>>>> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing >>>>>> resolved >>>>>> rejected deleted)], >>>>>> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved >>>>>> rejected >>>>>> deleted)], >>>>>> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >>>>>> resolved deleted)], >>>>>> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled >>>>>> rejected >>>>>> deleted)], >>>>>> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled >>>>>> resolved >>>>>> deleted)], >>>>>> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled >>>>>> rejected >>>>>> resolved)], >>>>>> ??????? }, >>>>>> >>>>>> rights => { >>>>>> ??????? '* -> deleted'? => 'DeleteTicket', >>>>>> ??????? '* -> *'??????? => 'ModifyTicket', >>>>>> ??????? }, >>>>>> >>>>>> actions => [ >>>>>> ??????? 'new -> open'????? => { label => 'Open It',? update => >>>>>> 'Respond' }, >>>>>> ??????? 'new -> resolved'? => { label => 'Resolve',? update => >>>>>> 'Comment' }, >>>>>> ??????? 'new -> rejected'? => { label => 'Reject',?? update => >>>>>> 'Respond' }, >>>>>> ??????? 'new -> deleted'?? => { label => >>>>>> 'Delete'??????????????????????? }, >>>>>> ??????? 'open -> stalled'? => { label => 'Stall',??? update => >>>>>> 'Comment' }, >>>>>> ??????? 'open -> resolved' => { label => 'Resolve',? update => >>>>>> 'Comment' }, >>>>>> ??????? 'open -> rejected' => { label => 'Reject',?? update => >>>>>> 'Respond' }, >>>>>> ??????? 'stalled -> open'? => { label => 'Open >>>>>> It'?????????????????????? }, >>>>>> ??????? 'resolved -> open' => { label => 'Re-open',? update => >>>>>> 'Comment' }, >>>>>> ??????? 'rejected -> open' => { label => 'Re-open',? update => >>>>>> 'Comment' }, >>>>>> ??????? ] >>>>>> ); >>>>>> ); >>>>> >>>>> these two closing parens with semicolons right after looks wrong as >>>>> well. >>>>> >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Best regards, Ruslan. >> >> > > > > -- > Best regards, Ruslan. > > > -- Best regards, Ruslan. From trs at bestpractical.com Wed Oct 12 15:52:24 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Oct 2011 15:52:24 -0400 Subject: [rt-users] Can't select user at the page Global User Rights In-Reply-To: References: <4E95AFCC.2090004@bestpractical.com> <4E95D060.4090404@bestpractical.com> Message-ID: <4E95EFF8.3040305@bestpractical.com> On 10/12/2011 02:49 PM, Aline Guedes wrote: > Hello Thomas, > > Follows the pages attached. I meant the source of the page, not screenshots. > I think it is worth mentioning that there are a some customizations on > my site (including interface/css changes). I am also migrating from rt > 3.4.4 to 4.0.2. Let me know in case you think any of these changes could > also be causing this problem. Can you show us your local customizations? Thomas From allen+rtlist at crystalfontz.com Wed Oct 12 16:06:38 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Wed, 12 Oct 2011 13:06:38 -0700 Subject: [rt-users] help with ModifyQuery callback Message-ID: If you really want to search full text most of the time, using the Tickets section with all the dropdowns and page submits can be cumbersome. I can see why you want to modify the simple search page. I don;t know how to do that, but attached is a PHP script that searches the database directly. You'll need to put in code for your mysql connection to the RT database at the top of the file. You will also need to recode all the php function shortcuts for making HTML form elements (show_open_form(), make_radio(), etc) using your favorite form making widget or just writing out the html manually. Then search the file for "YOURDOMAIN" and substitute your appropriate domain name. Using Callbacks, I added menu items inside RT so that links to this "Easier Search" page show up when you hover over the global "Tickets" navigation menu and when inside that section, adds a link next to the other page nav items like "Edit Search", "Show results", etc. How to do that was discussed on this list a couple of weeks ago. Search for: RT4 Callback changes Elements/Tabs/Default Doing it this way is not ideal since it accesses the database directly instead of through RT API, which means if schema or anything changes, this script will be broken. But it works ok for now. Allen -------------- next part -------------- A non-text attachment was scrubbed... Name: rtsearch.zip Type: application/zip Size: 5097 bytes Desc: not available URL: From falcone at bestpractical.com Wed Oct 12 16:10:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Oct 2011 16:10:23 -0400 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: Message-ID: <20111012201023.GA981@jibsheet.com> On Wed, Oct 12, 2011 at 02:45:08PM -0500, Izz Abdullah wrote: > $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . $$query; I don't think this does what you think it does. Try writing a trivial perl program. use strict; use warnings; my $query = "search term"; print $$query; -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Wed Oct 12 16:15:15 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 12 Oct 2011 15:15:15 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: Message-ID: I appreciate the code, but yes, I have been asked to hard code the fts for simple search. The thing is, simple search is now displayed on privileged users top-bar in RT4.0.2 and it is very easy to just punch something in and search. Of course, management doesn't want to type 'fulltext:' before the term, so I've been on a hunt for a solution. I don't think your code will do what I need since I need to change the functionality of the search box in the topsection that is now rt4.0.2. Thank you though...by the way an addition to my fiasco: I edited the ModifyQuery callback to contain only one line: $$query = $$query . " new open resolved stalled rejected deleted"; AND the search functionality still returns 0 results. Something else is not quite right...any ideas? Cleared mason cache = sudo rm -rf /opt/rt4/var/mason_data/obj/* Changed ownership of directory tree is sudo chown -R root:www-data /Callbacks (I have another callback in Ticket that works perfectly) And of course restarting apache in Ubuntu... What am I missing? -----Original Message----- From: Allen [mailto:allen+rtlist at crystalfontz.com] Sent: Wednesday, October 12, 2011 3:07 PM To: rt-users at lists.bestpractical.com Cc: Izz Abdullah Subject: Re: help with ModifyQuery callback If you really want to search full text most of the time, using the Tickets section with all the dropdowns and page submits can be cumbersome. I can see why you want to modify the simple search page. I don;t know how to do that, but attached is a PHP script that searches the database directly. You'll need to put in code for your mysql connection to the RT database at the top of the file. You will also need to recode all the php function shortcuts for making HTML form elements (show_open_form(), make_radio(), etc) using your favorite form making widget or just writing out the html manually. Then search the file for "YOURDOMAIN" and substitute your appropriate domain name. Using Callbacks, I added menu items inside RT so that links to this "Easier Search" page show up when you hover over the global "Tickets" navigation menu and when inside that section, adds a link next to the other page nav items like "Edit Search", "Show results", etc. How to do that was discussed on this list a couple of weeks ago. Search for: RT4 Callback changes Elements/Tabs/Default Doing it this way is not ideal since it accesses the database directly instead of through RT API, which means if schema or anything changes, this script will be broken. But it works ok for now. Allen From Izz.Abdullah at hibbett.com Wed Oct 12 16:22:12 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 12 Oct 2011 15:22:12 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: <20111012201023.GA981@jibsheet.com> References: <20111012201023.GA981@jibsheet.com> Message-ID: I see where you are going with this. I have also tried $query. Google showed up previous results of people changing the search criteria to include all ticket statuses and $$query was used. -----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, October 12, 2011 3:10 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback On Wed, Oct 12, 2011 at 02:45:08PM -0500, Izz Abdullah wrote: > $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . $$query; I don't think this does what you think it does. Try writing a trivial perl program. use strict; use warnings; my $query = "search term"; print $$query; -kevin From Izz.Abdullah at hibbett.com Wed Oct 12 16:41:58 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 12 Oct 2011 15:41:58 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: <20111012201023.GA981@jibsheet.com> References: <20111012201023.GA981@jibsheet.com> Message-ID: And I have tried with just $query...I wrote the silly program though and received what I expected, an error for an undefined variable. If I change the print line to print $query; I get also what I would expect, an echo to stdout of "search term" I have been using the double $ because that is all I could find on the net...no one here has given me any other guidance on this issue. http://requesttracker.wikia.com/wiki/SimpleSearchIncludeResolved http://wiki-archive.bestpractical.com/edit/ModifyQuery/1768 and there are a few others Another reason is the code I have used from what I saw here on skipping ticket history transactions for unprivileged users (SkipTransaction): <%init> return if $session{'CurrentUser'}->Privileged; my($myskip)=1; if ($Transaction->Type =~ /^(Correspond|Create)$/) { $myskip=0; } $$skip=$myskip; <%args> $Transaction => undef $skip Which works beautifully! (Thanks to Lars on for the code) -----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, October 12, 2011 3:10 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback On Wed, Oct 12, 2011 at 02:45:08PM -0500, Izz Abdullah wrote: > $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . $$query; I don't think this does what you think it does. Try writing a trivial perl program. use strict; use warnings; my $query = "search term"; print $$query; -kevin From josh.cole at fresno.edu Wed Oct 12 17:50:03 2011 From: josh.cole at fresno.edu (josh.cole) Date: Wed, 12 Oct 2011 14:50:03 -0700 (PDT) Subject: [rt-users] Where can I remove Time Estimated and Time Left fields? In-Reply-To: <4E953670.20607@xs4all.nl> References: <32586944.post@talk.nabble.com> <4E8AA9B6.5030907@xs4all.nl> <32590090.post@talk.nabble.com> <4E8B458F.7040305@xs4all.nl> <32621429.post@talk.nabble.com> <32635032.post@talk.nabble.com> <4E953670.20607@xs4all.nl> Message-ID: <32641405.post@talk.nabble.com> I changed Ticket/Elements/ShowBasics which has the elements that I want to remove. I see this in /SelfService/Display.html <& /Ticket/Elements/ShowBasics, Ticket => $Ticket &> That is the same file I edited and I have cleared the mason cache but the changes are not reflected. Joop wrote: > > josh.cole wrote: >> If anyone is willing to tell me how I can accomplish this. It is driving >> me >> crazy! >> > As per the subject: > You'll need to copy SelfService/Display.html to your local folder and > you'll see that it calls /Ticket/Elements/ShowDates, so you'll need to > copy that as well. Then you'll need to modify Display.html to not call > /Tickets/Elements/ShowDates but your modified version. > That is how I would do it. > > Regards, > > Joop > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32641405.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From allen+rtlist at crystalfontz.com Wed Oct 12 17:58:06 2011 From: allen+rtlist at crystalfontz.com (Allen) Date: Wed, 12 Oct 2011 14:58:06 -0700 Subject: [rt-users] RT4 for ubuntu 11.10 will be out of date, how to get latest stable? Message-ID: http://packages.ubuntu.com/oneiric/request-tracker4 shows they are going to release Ubuntu 11.10 Oneiric with RT 4.0.1 instead of 4.0.2. I want to upgrade our RT3.8.7 which runs on 10.04LTS but want to get to the latest stable RT, not a version already months out of date. I also prefer not to upgrade the OS off LTS right now if I don't have to. What is the best option for getting to the latest RT that will be the least system administration? 1. Use apt preferences to pin request tracker to the stable request-tracker4 package (v4.0.1) offered with Oneiric and suffer that it is out of date ? 2. Add Debian Squeeze Backports source repository and install the request-tracker4 package (v4.0.2) ? Are there any problems / gotchas with installing a Debian backport on an Ubuntu system? http://packages.debian.org/en/squeeze-backports/request-tracker4 3. Manually install latest RT4 from source, configure, cpan, make deps, fix deps ? I am concerned that installing manually could end up putting some software in one place, but that same software may already be installed through the package system in some other place, creating conflicts or errors when they get out of sync. Also, installing manually seems to put much more burden on me personally for system maintenance and updates when that work should just be done as a feature of the OS's package system (apt-get update). Then later if the packages catch up and I want to switch to them, I have all this duplicate manually installed, untracked (and abandoned) software on the server. With the first 2 options trying to install the latest RT on an OS that is a year and a half old, am I just going to run into problems not being able to install or update to newer software packages because they are not going to be packaged for such an old OS? To get to the newest RT by package, should I be upgrading the whole OS as well? What are you other Ubuntu users planning to do to upgrade to or install RT4 and why? Allen From falcone at bestpractical.com Wed Oct 12 18:38:08 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Oct 2011 18:38:08 -0400 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: <20111012201023.GA981@jibsheet.com> Message-ID: <20111012223808.GB981@jibsheet.com> On Wed, Oct 12, 2011 at 03:41:58PM -0500, Izz Abdullah wrote: > And I have tried with just $query...I wrote the silly program though and received what I expected, an error for an undefined variable. If I change the print line to > print $query; If print $query works, why are you using $$query on the right of an assignment? go print $$query and see what you get. > I have been using the double $ because that is all I could find on the net...no one here has given me any other guidance on this issue. The correct way to do this is to avoid hacking things onto the string (what happens when I use the syntax available to do queue:General, are you going to transform that to fulltext:queue:General?) lib/RT/Search/Googleish.pm has been massively refactored and contains a number of small subroutines available for overriding that affect the way that the default parsing is done. You could do this with in a much less fragile manner by looking at that code and overriding the default parsing 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 michele.pinassi at unisi.it Thu Oct 13 04:36:11 2011 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Thu, 13 Oct 2011 10:36:11 +0200 Subject: [rt-users] RT 4.0.2 too much CPU hungry ! In-Reply-To: References: <4E93EEA8.3050103@unisi.it> Message-ID: <4E96A2FB.4010004@unisi.it> Dear bart, thanks for you suggestion but still RT is too slow. In the log i have a lot of warnings like: [Thu Oct 13 08:33:41 2011] [warning]: Use of uninitialized value $location in regexp compilation at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 105. (/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm:101) Any hint ? Michele On 11/10/2011 12:34, Bart wrote: > Difficult to say. > > We run RT 4.0.2 on a Debian 6 environment as well (manual > installation, manual perl dependency installation via cpan, etc.) > > The only thing I see in your posted config is an error in the way your > plugins are included: -- 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 sergiocharpinel at gmail.com Thu Oct 13 08:12:46 2011 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Thu, 13 Oct 2011 09:12:46 -0300 Subject: [rt-users] RT 4.0.2 too much CPU hungry ! In-Reply-To: <4E96A2FB.4010004@unisi.it> References: <4E93EEA8.3050103@unisi.it> <4E96A2FB.4010004@unisi.it> Message-ID: There was a problem in RT 4.0 with JS minify. I think it was fixed in 4.0.2 though. You can search for js minify in the mailing list and try it. Hope this helps. Hugs. 2011/10/13 Michele Pinassi : > Dear bart, > > thanks for you suggestion but still RT is too slow. In the log i have a > lot of warnings like: > > [Thu Oct 13 08:33:41 2011] [warning]: Use of uninitialized value > $location in regexp compilation at > /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 105. > (/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm:101) > > Any hint ? > > Michele > > On 11/10/2011 12:34, Bart wrote: >> Difficult to say. >> >> We run RT 4.0.2 on a Debian 6 environment as well (manual >> installation, manual perl dependency installation via cpan, etc.) >> >> The only thing I see in your posted config is an error in the way your >> plugins are included: > > -- > 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) > * ?San Francisco, CA, USA ? October 18 & 19, 2011 > * ?Washington DC, USA ? October 31 & November 1, 2011 > * ?Barcelona, Spain ? November 28 & 29, 2011 > -- Sergio Roberto Charpinel Jr. From Randy.Black at Buckle.com Thu Oct 13 09:02:35 2011 From: Randy.Black at Buckle.com (Randy Black) Date: Thu, 13 Oct 2011 08:02:35 -0500 Subject: [rt-users] Custom Status 4.0.2 References: Message-ID: Ummm..... yeah, not sure why I left it there either... Thanks for the second eye and the help, all is well now. Thanks, Randy -----Original Message----- From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov Sent: Wed 10/12/2011 2:49 PM To: Randy Black Cc: RT users Subject: Re: [rt-users] Custom Status 4.0.2 Hi, Just delete first Set(%Lifecycles, ...); call and leave second one. First call you have is totally incorrect and messes things. I don't know why you left it there. On Wed, Oct 12, 2011 at 11:22 PM, Randy Black wrote: > > attached,. > > Thanks! > > -----Original Message----- > From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov > Sent: Wed 10/12/2011 2:18 PM > To: Randy Black > Cc: RT users > Subject: Re: [rt-users] Custom Status 4.0.2 > > Hi, > > Ok. Syntax is ok, but you changed brackets and now things are not what > RT expect them to be. Show you current config so I can help you. > > On Wed, Oct 12, 2011 at 10:51 PM, Randy Black > wrote: >> ok,? i copied and pasted just as it was explained, I then restarted Apache >> and then compiling failed... >> >> not sure where to go from here.? Do the values from the RT_Config need >> commented out or does the RT_SiteConfig override those settings? >> >> here is what happened, if you need to see the full config, let me know. >> >> Randy >> >> [root at localhost etc]# vi RT_SiteConfig.pm >> [root at localhost etc]# `perl -c etc/RT_SiteConfig.pm` >> Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory >> [root at localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm` >> /apps/rt4/etc/RT_SiteConfig.pm syntax OK >> [root at localhost etc]# /etc/init.d/httpd restart >> Stopping httpd:??????????????????????????????????????????? [? OK? ] >> Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:?? (in cleanup) Error >> while loading /apps/rt4/sbin/rt-server: Not a HASH reference at >> /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line >> 161. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line >> 72. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm >> line >> 72. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line >> 72. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm >> line >> 72. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm >> line 82. >> BEGIN failed--compilation aborted at >> /apps/rt4/sbin/../lib/RT/Transaction.pm >> line 82. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm >> line 73. >> BEGIN failed--compilation aborted at >> /apps/rt4/sbin/../lib/RT/Transactions.pm line 73. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line >> 1492. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm >> line >> 1492. >> Compilation failed in require at (eval 83) line 3. >> ??????? ...propagated at /usr/share/perl5/base.pm line 94. >> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line >> 70. >> Compilation failed in require at (eval 82) line 3. >> ??????? ...propagated at /usr/share/perl5/base.pm line 94. >> BEGIN failed--compilation aborted at >> /apps/rt4/sbin/../lib/RT/CurrentUser.pm >> line 97. >> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line >> 238. (/apps/rt4/sbin/../lib/RT.pm:342) >> [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: >> Failed >> to resolve server name for 10.0.1.153 (check DNS) -- or specify an >> explicit >> ServerName >> ?????????????????????????????????????????????????????????? [? OK? ] >> >> >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov >> Sent: Wed 10/12/2011 12:21 PM >> To: Randy Black >> Cc: RT users >> Subject: Re: [rt-users] Custom Status 4.0.2 >> >> On Wed, Oct 12, 2011 at 4:58 PM, Randy Black >> wrote: >>> Hi Ruslan, >> >> Hello, >> >> >>> >>> That's a good question. ?I would be pleased to use the defaults. ?I had >>> limited exposure to RT 3.x and brand new to RT4 as a sys admin. ?My main >>> goal is to add just a few statuses and a spam action. >>> >>> I went to the training in Chicago, but I'm afraid I must have not been >>> caffeinated enough or over caffinated when we went over that section... >>> >>> How do I add "InProgress" and "WaitingOnClient" to the statuses and a >>> "spam" action? >> >> You keep Ccing rt-users@ mailing list so other people can help you %) >> >> First of all, open RT_Config.pm that is, as well, in etc dir. Copy >> default %Lifecycle setting from it into RT_SiteConfig.pm starting from >> "Set(%Lifecycles," ending with ");". Restart your server to make sure >> it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is >> ok even before restarting server. >> >> Then you can add new statuses. You probably need "active => [...]," >> line. Then for new statuses you add allowed transitions. And so on. >> Just make sure every bracket and quote character is balanced. If you >> don't trust your changes, check syntax with above command after every >> change. >> >>> >>> Thanks much for your help! >>> Randy >>> >>> -----Original Message----- >>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>> Behalf >>> Of Ruslan Zakirov >>> Sent: Tuesday, October 11, 2011 2:55 PM >>> To: Randy Black >>> Subject: Re: [rt-users] Custom Status 4.0.2 >>> >>> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black >>> wrote: >>>> I simply copied and pasted the code from some one's prod box posted on >>>> the wiki here: >>> >>> My editor pastes additional braces into code if I paste it in a wrong >>> mode. >>> >>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 >>> >>> That article copies mostly everything from RT_Config.pm. >>> >>>> >>>> That didn't work, so I tried your suggestions, with leaving the rest >>>> untouched. >>> >>> Why didn't you use defaults from RT_Config.pm? >>> >>>> >>>> Thanks, >>>> Randy >>>> >>>> -----Original Message----- >>>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>>> Behalf Of Ruslan Zakirov >>>> Sent: Tuesday, October 11, 2011 2:35 PM >>>> To: Randy Black >>>> Cc: RT users >>>> Subject: Re: [rt-users] Custom Status 4.0.2 >>>> >>>> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black >>>> wrote: >>>>> Tried this - no dice. >>>> >>>> What is "this"? I spotted two most obvious errors. Sadly you have >>>> more. Send the current variant. >>>> >>>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly >>>>> or >>>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>>> line\nCompilation failed in require at >>>>> /apps/rt4/sbin/../lib/RT/Config.pm >>>>> line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: >>>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at >>>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly >>>>> or >>>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of >>>>> line\nCompilation failed in require at >>>>> /apps/rt4/sbin/../lib/RT/Config.pm >>>>> line 888.\n >>>>> >>>>> >>>>> -----Original Message----- >>>>> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On >>>>> Behalf Of Ruslan Zakirov >>>>> Sent: Tuesday, October 11, 2011 9:26 AM >>>>> To: Randy Black >>>>> Subject: Re: [rt-users] Custom Status 4.0.2 >>>>> >>>>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black >>>>> wrote: >>>>>> Using the sample, my config fails to load - it says it fails on line >>>>>> 98 >>>>>> which would correspond with the "defaults => {" line (notice the S on >>>>>> defaults, not the "default" line). >>>>>> >>>>>> This example was found @ >>>>>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the >>>>>> wiki >>>>>> is wrong, I read and implemented something wrong or my sample is >>>>>> wrong.... >>>>>> >>>>>> Randy >>>>>> >>>>>> >>>>>> Set(%Lifecycles, >>>>>> >>>>>> default => { >>>>>> ??????? initial => [ 'new' ], >>>>>> ??????? active? => [ 'open', 'ABC', 'At_Client', 'ABC-E', >>>>>> 'Developing', >>>>>> 'stalled' ], >>>>>> ??????? inactive => [ 'resolved', 'rejected', 'deleted' ], >>>>>> ??????? } >>>>> >>>>> this closing bracket should be deleted. Most closing brackets need >>>>> comma or semi right after. >>>>> >>>>>> >>>>>> defaults => { >>>>>> ??????? on_create => 'new', >>>>>> ??????? on_merge? => 'resolved', >>>>>> ??????? approved? => 'open', >>>>>> ??????? denied??? => 'rejected', >>>>>> ??????? }, >>>>>> >>>>>> >>>>>> transitions => { >>>>>> ??????? => [qw(new open resolved)], >>>>>> ??????? # from?? => [ to list ], >>>>>> ??????? new????? => [qw(open stalled ABC At_Client ABC-E Developing >>>>>> resolved >>>>>> rejected deleted)], >>>>>> ??????? open???? => [qw(stalled ABC At_Client ABC-E Developing >>>>>> resolved >>>>>> rejected deleted)], >>>>>> ??????? ABC?? => [qw(open stalled At_Client ABC-E Developing resolved >>>>>> rejected deleted)], >>>>>> ??????? At_Client => [qw(open stalled ABC ABC-E Developing resolved >>>>>> rejected >>>>>> deleted)], >>>>>> ??????? 'ABC-E'??? => [qw(open stalled ABC At_Client Developing >>>>>> resolved >>>>>> rejected deleted)], >>>>>> ??????? Developing => [qw(open stalled ABC At_Client ABC-E resolved >>>>>> rejected >>>>>> deleted)], >>>>>> ??????? stalled? => [qw(open ABC At_Client ABC-E Developing rejected >>>>>> resolved deleted)], >>>>>> ??????? resolved => [qw(open ABC At_Client ABC-E Developing stalled >>>>>> rejected >>>>>> deleted)], >>>>>> ??????? rejected => [qw(open ABC At_Client ABC-E Developing stalled >>>>>> resolved >>>>>> deleted)], >>>>>> ??????? deleted? => [qw(open ABC At_Client ABC-E Developing stalled >>>>>> rejected >>>>>> resolved)], >>>>>> ??????? }, >>>>>> >>>>>> rights => { >>>>>> ??????? '* -> deleted'? => 'DeleteTicket', >>>>>> ??????? '* -> *'??????? => 'ModifyTicket', >>>>>> ??????? }, >>>>>> >>>>>> actions => [ >>>>>> ??????? 'new -> open'????? => { label => 'Open It',? update => >>>>>> 'Respond' }, >>>>>> ??????? 'new -> resolved'? => { label => 'Resolve',? update => >>>>>> 'Comment' }, >>>>>> ??????? 'new -> rejected'? => { label => 'Reject',?? update => >>>>>> 'Respond' }, >>>>>> ??????? 'new -> deleted'?? => { label => >>>>>> 'Delete'??????????????????????? }, >>>>>> ??????? 'open -> stalled'? => { label => 'Stall',??? update => >>>>>> 'Comment' }, >>>>>> ??????? 'open -> resolved' => { label => 'Resolve',? update => >>>>>> 'Comment' }, >>>>>> ??????? 'open -> rejected' => { label => 'Reject',?? update => >>>>>> 'Respond' }, >>>>>> ??????? 'stalled -> open'? => { label => 'Open >>>>>> It'?????????????????????? }, >>>>>> ??????? 'resolved -> open' => { label => 'Re-open',? update => >>>>>> 'Comment' }, >>>>>> ??????? 'rejected -> open' => { label => 'Re-open',? update => >>>>>> 'Comment' }, >>>>>> ??????? ] >>>>>> ); >>>>>> ); >>>>> >>>>> these two closing parens with semicolons right after looks wrong as >>>>> well. >>>>> >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Best regards, Ruslan. >> >> > > > > -- > Best regards, Ruslan. > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Thu Oct 13 09:40:51 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 13 Oct 2011 08:40:51 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: <20111012223808.GB981@jibsheet.com> References: <201110122 01023.GA981@jibsheet.com> <20111012223808.GB981@jibsheet.com> Message-ID: 1. This was within a 'simple perl program' outside of RT. I already answered what happens: print $$query results in undefined variable error (because using strict). print $query prints "search term". This is completely independent from ModifyQuery, and as I said, I have tried using BOTH $query and $$query in ModifyQuery and it is not working, in fact SimpleSearch quits working altogether. I got the code from places in the wiki which automagically double scalars. I have done the same thing with the SkipTransaction Callback and it works. http://requesttracker.wikia.com/wiki/SimpleSearchExcludeResolved and you didn't have anything to say in this user's request on why it doesn't do anything either: http://www.gossamer-threads.com/lists/rt/users/98262 which also touches on the $RT::Logger not working in his callback, if I could get that to work, I wouldn't be bothering everyone here. 2. Management wants it this way...they are not going to be searching for queue:General or using any other nice utilities you have put into RT, if they were, they wouldn't mind type fulltext: before the search term. 3. I'll look at the Googleish.pm, but I bet I will have just as many questions...hopefully not. I was putting this in a callback to avoid any conflicts in patching the RT app in the future. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, October 12, 2011 5:38 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback On Wed, Oct 12, 2011 at 03:41:58PM -0500, Izz Abdullah wrote: > And I have tried with just $query...I wrote the silly program though > and received what I expected, an error for an undefined variable. If > I change the print line to print $query; If print $query works, why are you using $$query on the right of an assignment? go print $$query and see what you get. > I have been using the double $ because that is all I could find on the net...no one here has given me any other guidance on this issue. The correct way to do this is to avoid hacking things onto the string (what happens when I use the syntax available to do queue:General, are you going to transform that to fulltext:queue:General?) lib/RT/Search/Googleish.pm has been massively refactored and contains a number of small subroutines available for overriding that affect the way that the default parsing is done. You could do this with in a much less fragile manner by looking at that code and overriding the default parsing one. -kevin From falcone at bestpractical.com Thu Oct 13 10:25:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Oct 2011 10:25:05 -0400 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: <20111012201023.GA981@jibsheet.com> <20111012223808.GB981@jibsheet.com> Message-ID: <20111013142505.GC981@jibsheet.com> On Thu, Oct 13, 2011 at 08:40:51AM -0500, Izz Abdullah wrote: > and you didn't have anything to say in this user's request on why it doesn't do anything either: > http://www.gossamer-threads.com/lists/rt/users/98262 I can't answer every question on the mailing list. That question is also from a year ago and a different version of RT. > which also touches on the $RT::Logger not working in his callback, if I could get that to work, I wouldn't be bothering everyone here. A trivial Logger call in that callback works fine: transom:rt4.0.2 root# mkdir -p local/html/Callbacks/Hi/Search/Simple.html/ transom:rt4.0.2 root# vim local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery transom:rt4.0.2 root# cat local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery % RT->Logger->error("Hi") transom:rt4.0.2 root# ./sbin/standalone_httpd HTTP::Server::PSGI: Accepting connections at http://0:8992/ [Thu Oct 13 14:24:19 2011] [info]: Successful login for root from 127.0.0.1 (/opt/rt4.0.2/sbin/../lib/RT/Interface/Web.pm:660) [Thu Oct 13 14:24:19 2011] [error]: Hi (/opt/rt4.0.2/local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery: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 Izz.Abdullah at hibbett.com Thu Oct 13 10:48:59 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 13 Oct 2011 09:48:59 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: <20111013142505.GC981@jibsheet.com> References: <201110122 01023.GA981@jibsheet.com><20111012223808.GB981@ji bsheet.com> <20111013142505.GC981@jibsheet.com> Message-ID: Well it doesn't work for me in this callback. And you did put your 2 cents worth in at the end of that particular thread. Yes, it was over a year ago, but there isn't much literature, except for help from colleagues here, on the ModifyQuery syntax. Which I am not really getting a lot of help...just 'why did you do this'. I have tried multiple ways. And am still working on multiple ways, and emailing the list in the midst of trying different approaches. I have even tried the noted: $$query = $$query . " new open resolved stalled rejected deleted"; (which seemed to work for other users) Direction is appreciated. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, October 13, 2011 9:25 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback On Thu, Oct 13, 2011 at 08:40:51AM -0500, Izz Abdullah wrote: > and you didn't have anything to say in this user's request on why it doesn't do anything either: > http://www.gossamer-threads.com/lists/rt/users/98262 I can't answer every question on the mailing list. That question is also from a year ago and a different version of RT. > which also touches on the $RT::Logger not working in his callback, if I could get that to work, I wouldn't be bothering everyone here. A trivial Logger call in that callback works fine: transom:rt4.0.2 root# mkdir -p local/html/Callbacks/Hi/Search/Simple.html/ transom:rt4.0.2 root# vim local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery transom:rt4.0.2 root# cat local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery % RT->Logger->error("Hi") transom:rt4.0.2 root# ./sbin/standalone_httpd HTTP::Server::PSGI: Accepting connections at http://0:8992/ [Thu Oct 13 14:24:19 2011] [info]: Successful login for root from 127.0.0.1 (/opt/rt4.0.2/sbin/../lib/RT/Interface/Web.pm:660) [Thu Oct 13 14:24:19 2011] [error]: Hi (/opt/rt4.0.2/local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery:1) -kevin From falcone at bestpractical.com Thu Oct 13 11:02:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Oct 2011 11:02:54 -0400 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: <20111012201023.GA981@jibsheet.com> <20111012223808.GB981@jibsheet.com> <20111013142505.GC981@jibsheet.com> Message-ID: <20111013150254.GD981@jibsheet.com> On Thu, Oct 13, 2011 at 09:48:59AM -0500, Izz Abdullah wrote: > Well it doesn't work for me in this callback. If my trivial example does not work for you, then something is fundamentally broken with your RT install. Stop trying to make your changes to the query until you can get my example to run. -kevin > A trivial Logger call in that callback works fine: > > transom:rt4.0.2 root# mkdir -p local/html/Callbacks/Hi/Search/Simple.html/ > transom:rt4.0.2 root# vim local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery > transom:rt4.0.2 root# cat local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery > % RT->Logger->error("Hi") > transom:rt4.0.2 root# ./sbin/standalone_httpd > HTTP::Server::PSGI: Accepting connections at http://0:8992/ [Thu Oct 13 14:24:19 2011] [info]: Successful login for root from 127.0.0.1 (/opt/rt4.0.2/sbin/../lib/RT/Interface/Web.pm:660) > [Thu Oct 13 14:24:19 2011] [error]: Hi (/opt/rt4.0.2/local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery:1) -------------- 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 Thu Oct 13 11:12:45 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 13 Oct 2011 10:12:45 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: <20111013150254.GD981@jibsheet.com> References: <201110122 01023.GA981@jibsheet.com><20111012223808.GB981@ji bsheet.com><20111013142505.GC981@jibsheet.com> <20111013150254.GD981@jibsheet.com> Message-ID: That's another thing. Your logger looks different from what I have seen. Yours: RT->Logger->error("Hi) What I have seen: $RT::Logger->error("Hi"); Yours doesn't have a semicolon and is called differently, or is it essentially called the same? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, October 13, 2011 10:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback On Thu, Oct 13, 2011 at 09:48:59AM -0500, Izz Abdullah wrote: > Well it doesn't work for me in this callback. If my trivial example does not work for you, then something is fundamentally broken with your RT install. Stop trying to make your changes to the query until you can get my example to run. -kevin > A trivial Logger call in that callback works fine: > > transom:rt4.0.2 root# mkdir -p > local/html/Callbacks/Hi/Search/Simple.html/ > transom:rt4.0.2 root# vim > local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery > transom:rt4.0.2 root# cat > local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery > % RT->Logger->error("Hi") > transom:rt4.0.2 root# ./sbin/standalone_httpd > HTTP::Server::PSGI: Accepting connections at http://0:8992/ [Thu Oct > 13 14:24:19 2011] [info]: Successful login for root from 127.0.0.1 > (/opt/rt4.0.2/sbin/../lib/RT/Interface/Web.pm:660) > [Thu Oct 13 14:24:19 2011] [error]: Hi > (/opt/rt4.0.2/local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery:1 > ) From Izz.Abdullah at hibbett.com Thu Oct 13 11:13:09 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Thu, 13 Oct 2011 10:13:09 -0500 Subject: [rt-users] help with ModifyQuery callback In-Reply-To: References: <201110122 01023.GA981@jibsheet.com><20111012223808.GB981@ji bsheet.com><20111013142505.GC981@jibsheet.com> <20111013150254.GD981@jibsheet.com> Message-ID: And you haven't set any permissions on the file...does that matter? -----Original Message----- From: Izz Abdullah Sent: Thursday, October 13, 2011 10:13 AM To: 'rt-users at lists.bestpractical.com' Subject: RE: [rt-users] help with ModifyQuery callback That's another thing. Your logger looks different from what I have seen. Yours: RT->Logger->error("Hi) What I have seen: $RT::Logger->error("Hi"); Yours doesn't have a semicolon and is called differently, or is it essentially called the same? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, October 13, 2011 10:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] help with ModifyQuery callback On Thu, Oct 13, 2011 at 09:48:59AM -0500, Izz Abdullah wrote: > Well it doesn't work for me in this callback. If my trivial example does not work for you, then something is fundamentally broken with your RT install. Stop trying to make your changes to the query until you can get my example to run. -kevin > A trivial Logger call in that callback works fine: > > transom:rt4.0.2 root# mkdir -p > local/html/Callbacks/Hi/Search/Simple.html/ > transom:rt4.0.2 root# vim > local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery > transom:rt4.0.2 root# cat > local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery > % RT->Logger->error("Hi") > transom:rt4.0.2 root# ./sbin/standalone_httpd > HTTP::Server::PSGI: Accepting connections at http://0:8992/ [Thu Oct > 13 14:24:19 2011] [info]: Successful login for root from 127.0.0.1 > (/opt/rt4.0.2/sbin/../lib/RT/Interface/Web.pm:660) > [Thu Oct 13 14:24:19 2011] [error]: Hi > (/opt/rt4.0.2/local/html/Callbacks/Hi/Search/Simple.html/ModifyQuery:1 > ) From falcone at bestpractical.com Thu Oct 13 11:20:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Oct 2011 11:20:00 -0400 Subject: [rt-users] Looking up queues by name in cli: How to handle spaces in names? In-Reply-To: References: Message-ID: <20111013152000.GE981@jibsheet.com> On Wed, Oct 12, 2011 at 08:37:30PM +0200, tobiasbp wrote: > I'm running RT 3.8.8 on Debian. > > Using the cli I need to get information on queues. I can look up > queues with no spaces in their name, but I can't figure out to handle > queues with spaces in their names. > > Looking up the queue "queue_name" works: > rt show -t queue some_queue > > I can't figure out how to look up the queue "queue name". > I have tried the below without success: > rt show -t queue some\ queue > rt show -t queue 'some queue' > rt show -t queue some%20queue > > I get the error: > rt: show: Unrecognised argument 'queue name'. > rt: show: No objects specified. > rt: For help, run 'rt help show'. > rt: For help, run 'rt help queue'. That sounds like a bug. Would you file something in the bugtracker? The only workaround I can see without code changes is using the queue's ID. -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 Oct 13 11:21:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Oct 2011 11:21:19 -0400 Subject: [rt-users] Accessing custom fields of type "Ticket Transactions" using CLI? In-Reply-To: References: Message-ID: <20111013152119.GF981@jibsheet.com> On Wed, Oct 12, 2011 at 08:48:53PM +0200, tobiasbp wrote: > I need to look up up values for custom fields of type "Ticket Transactions". > > Using the query below, I can see the full ticket history, but the > custom field on transactions does not show up: > rt show -l 103/history > > I'm using RT 3.8.8 on Debian. Looks like share/html/REST/1.0/Forms/ticket/history would need updating to print those out. Please file a bug -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tobiasbp at gmail.com Thu Oct 13 11:52:57 2011 From: tobiasbp at gmail.com (tobiasbp) Date: Thu, 13 Oct 2011 17:52:57 +0200 Subject: [rt-users] Looking up queues by name in cli: How to handle spaces in names? Message-ID: > The only workaround I can see without code changes is using the queue's ID. I would love to do that, but looking at a ticket I can not see the ID of the queue, just the name: rt show -l 103 id: ticket/103 Queue: queue name Since I can't show "queue name" with the rt command I don't see how I can get information on the queue? Regards, Tobias From falcone at bestpractical.com Thu Oct 13 12:05:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Oct 2011 12:05:44 -0400 Subject: [rt-users] Looking up queues by name in cli: How to handle spaces in names? In-Reply-To: References: <20111013152000.GE981@jibsheet.com> Message-ID: <20111013160544.GG981@jibsheet.com> On Thu, Oct 13, 2011 at 05:52:57PM +0200, tobiasbp wrote: > > The only workaround I can see without code changes is using the queue's ID. > > I would love to do that, but looking at a ticket I can not see the ID > of the queue, just the name: > rt show -l 103 > id: ticket/103 > Queue: queue name > > Since I can't show "queue name" with the rt command I don't see how I > can get information on the queue? Then you'll need to wait on a bugfix I guess, or use the perl API which doesn't have this limitation. Please do file the bug so we don't forget 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 lb at mpexnet.de Thu Oct 13 16:36:48 2011 From: lb at mpexnet.de (Lars Braeuer) Date: Thu, 13 Oct 2011 22:36:48 +0200 Subject: [rt-users] Sorting transactions by id instead of Created? Message-ID: <4E974BE0.4020004@mpexnet.de> Hi, I'm wondering if there is any place in the code (anyone knows of) where database selects from the 'Transactions' table might be ordered by "id" instead of the "Created" date column? I'm trying to fix "Create" entries in the database by adding a new entry 1 second ahead then changing the initial "Create" to the "Comment" type. This is working fine, but in case there's a known place in the code where ordering is done by id, this will break idea. Lars From john at iastate.edu Thu Oct 13 17:57:45 2011 From: john at iastate.edu (John Hascall) Date: Thu, 13 Oct 2011 16:57:45 CDT Subject: [rt-users] Scrip "chaining" Message-ID: <4289.1318543065@malison.ait.iastate.edu> If, in the custom action for the "On Create" scrip of queue "A", I resolve the ticket and change the queue to "B", which runs? ? The "On Resolve" scrip for queue A ? The "On Resolve" scrip for queue B ? Both ? Neither ? It depends on the order of the resolve and the close in the 'On Create' scrip. And is this, whatever the answer is, something I can depend upon? Many thanks, John From srikumarp at fb.com Thu Oct 13 19:26:20 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Thu, 13 Oct 2011 23:26:20 +0000 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 Message-ID: I see that the REST APIs has a search method to do search for tickets based on some conditions (Request: /REST/1.0/search/ticket?query=&orderby=&format=). Is there an equivalent one for the Queue object? When I tried it I got error? Following is query string: /REST/1.0/search/queue?query= Name = 'My Special Queue' And the response is ==> (RT/4.0.2 500 Server Error. Unsupported object type) Is there a way to query/search non ticket objects using conditions? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From ryanfrantz at informed-llc.com Thu Oct 13 22:35:40 2011 From: ryanfrantz at informed-llc.com (Ryan Frantz) Date: Thu, 13 Oct 2011 22:35:40 -0400 (EDT) Subject: [rt-users] RT 4.0.2: Custom Condition Fails Message-ID: <1549076204.203817.1318559740169.JavaMail.root@zimbra.informed-llc.com> List, I recently created a custom condition to match tickets created after hours so that I could use it in a scrip to send a copy of the ticket information to the on-call Support Desk tech.? I first tested it successfully on an old RT 3.8.8 installation and then started testing it in my RT 4.0.2 installation.? I get the following error: Oct 13 22:20:57 rt2 RT: Scrip IsApplicable 14 died. - Can't locate object method "new" via package "RT::Condition::OnAfterHoursCreate" at /usr/local/rt/sbin/../lib/RT/ScripCondition.pm line 173.? Stack:?? [/usr/local/rt/sbin/../lib/RT/ScripCondition.pm:173]?? [/usr/local/rt/sbin/../lib/RT/Scrip.pm:404]?? [/usr/local/rt/sbin/../lib/RT/Scrips.pm:225]?? [/usr/local/rt/sbin/../lib/RT/Transaction.pm:179]?? [/usr/local/rt/sbin/../lib/RT/Record.pm:1447]?? [/usr/local/rt/sbin/../lib/RT/Ticket.pm:669]?? [/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1389]?? [/usr/local/rt/share/html/Ticket/Display.html:127]?? [/usr/local/rt/share/html/Ticket/Create.html:444]?? [/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:538]?? [/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:285]?? [/usr/local/rt/share/html/autohandler:53] (/usr/local/rt/sbin/../lib/RT/Scrip.pm:419) The name of the custom condition is OnAfterHoursCreate and it is located under /local/lib/RT/Condition/.? What's odd is that when I look at the system condition modules, I don't see a new() method defined so I'm not sure why this error is occuring for me.? For reference, this is the code for the custom condition: package RT::Condition::OnAfterHoursCreate; use warnings; use strict; use base 'RT::Condition'; sub IsApplicable { ??????? my $self = shift; ??????? my $weekday = (localtime)[6]; ??????? my $min = (localtime)[1]; ??????? my $hour = (localtime)[2]; ??????? return 1 if $weekday == 6 || $weekday == 0; ??????? return 1 if $hour >= 17 || ( $hour <= 8 && $min <= 29); ??????? return 0;?????? # no match } 1; I used the following Perl script to register the condition within RT: #!/usr/bin/perl use strict; use lib "/usr/local/rt/lib"; use RT; use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); use RT::ScripCondition; CleanEnv(); RT::LoadConfig(); RT::Init(); my $user = GetCurrentUser(); unless( $user->Id ) { ??? print "No RT user found. Please consult your RT administrator.\n"; ??? exit 1; } my $sc = RT::ScripCondition->new($user); $sc->Create( Name???????????????? => 'On After Hours Create', ???????????? Description????????? => 'A ticket is created after hours', ???????????? ExecModule?????????? => 'OnAfterHoursCreate', ???????????? ApplicableTransTypes => 'Create', ?????????? ); I built the custom condition and registration code from an example I found in the 'RT Essentials' book published by O'Reilly.? In fact, it's a 99% lift from that book.? The only difference I noted that was required for custom conditions in RT 4 was the need to change "use base 'RT::Condition:Generic';" to "use base 'RT::Condition';". Am I missing something in general?? Or am I missing something specific to RT 4? Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From P.Morris at bath.ac.uk Fri Oct 14 05:33:09 2011 From: P.Morris at bath.ac.uk (Peet Morris) Date: Fri, 14 Oct 2011 10:33:09 +0100 Subject: [rt-users] Create ticket using a URL + parameters In-Reply-To: <4E97FB40.7040102@bath.ac.uk> References: <4E97FB40.7040102@bath.ac.uk> Message-ID: <4E9801D5.7010807@bath.ac.uk> I'm trying to create a ticket (using a browser as a proof of concept); I've had a look at http://requesttracker.wikia.com/wiki/REST and the 'Ticket Create' section but I'm getting nowhere, i.e., I don't seem to be forming my "variable named 'content', containing 'key: value'" correctly. If anyone has an example of what such a well-formed URL would look like in a browser I would be very grateful. Peter From falcone at bestpractical.com Fri Oct 14 08:51:25 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 08:51:25 -0400 Subject: [rt-users] Scrip "chaining" In-Reply-To: <4289.1318543065@malison.ait.iastate.edu> References: <4289.1318543065@malison.ait.iastate.edu> Message-ID: <20111014125125.GH981@jibsheet.com> On Thu, Oct 13, 2011 at 04:57:45PM -0500, John Hascall wrote: > > If, in the custom action for the "On Create" scrip of queue "A", > I resolve the ticket and change the queue to "B", which runs? > > ? The "On Resolve" scrip for queue A > ? The "On Resolve" scrip for queue B > ? Both > ? Neither > ? It depends on the order of the resolve and the close > in the 'On Create' scrip. > > And is this, whatever the answer is, something I can depend upon? Assuming 4.0 and TransactionCreate scrips, it'll run for Queue A. -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 Oct 14 08:52:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 08:52:34 -0400 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: References: Message-ID: <20111014125234.GI981@jibsheet.com> On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: > I see that the REST APIs has a search method to do search for tickets based on some conditions (Request: /REST/1.0/search/ticket?query=&orderby=&format=). > > Is there an equivalent one for the Queue object? When I tried it I got error? > > Following is query string: > > /REST/1.0/search/queue?query= Name = 'My Special Queue' > > And the response is ==> (RT/4.0.2 500 Server Error. Unsupported object type) > > Is there a way to query/search non ticket objects using conditions? RT's REST API is intended mostly for working with tickets (the query is actually TicketSQL as available in the normal Query Builder UI). If you need to work with and modify other RT objects, you'll want to use RT's perl API. -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 Oct 14 09:01:48 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 09:01:48 -0400 Subject: [rt-users] RT 4.0.2: Custom Condition Fails In-Reply-To: <1549076204.203817.1318559740169.JavaMail.root@zimbra.informed-llc.com> References: <1549076204.203817.1318559740169.JavaMail.root@zimbra.informed-llc.com> Message-ID: <20111014130148.GJ981@jibsheet.com> On Thu, Oct 13, 2011 at 10:35:40PM -0400, Ryan Frantz wrote: Are you getting this error on startup or during the execution of the scrip (during ticket creation). > Oct 13 22:20:57 rt2 RT: Scrip IsApplicable 14 died. - Can't locate object method "new" via > package "RT::Condition::OnAfterHoursCreate" at /usr/local/rt/sbin/../lib/RT/ScripCondition.pm > line 173. Stack: [/usr/local/rt/sbin/../lib/RT/ScripCondition.pm:173] > [/usr/local/rt/sbin/../lib/RT/Scrip.pm:404] [/usr/local/rt/sbin/../lib/RT/Scrips.pm:225] > [/usr/local/rt/sbin/../lib/RT/Transaction.pm:179] > [/usr/local/rt/sbin/../lib/RT/Record.pm:1447] [/usr/local/rt/sbin/../lib/RT/Ticket.pm:669] > [/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1389] > [/usr/local/rt/share/html/Ticket/Display.html:127] > [/usr/local/rt/share/html/Ticket/Create.html:444] > [/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:538] > [/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:285] > [/usr/local/rt/share/html/autohandler:53] (/usr/local/rt/sbin/../lib/RT/Scrip.pm:419) > > The name of the custom condition is OnAfterHoursCreate and it is located under > /local/lib/RT/Condition/. What's odd is that when I look at the system condition > modules, I don't see a new() method defined so I'm not sure why this error is occuring for > me. For reference, this is the code for the custom condition: The new() method is defined in RT::Condition Generally, this error means some typo between: The filename The package > package RT::Condition::OnAfterHoursCreate; The exec module > ExecModule => 'OnAfterHoursCreate', Since at least 2 of those look fine, I'd double-check the filename and permissions on the file (and on the directories leading to the file). Incidentally, if you're going to write a number of these, you may find it useful to write an initialdata file: cat > customconditions @ScripConditions = ( {Name => 'On After Hours Create', Description => 'A ticket is created after hours', ExecModule => 'OnAfterHoursCreate', ApplicableTransTypes => 'Create', } ); ./sbin/rt-setup-database --action insert --datafile customconditions Which is a slightly simpler way to register your custom condition. -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 Oct 14 09:03:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 09:03:54 -0400 Subject: [rt-users] Create ticket using a URL + parameters In-Reply-To: <4E9801D5.7010807@bath.ac.uk> References: <4E97FB40.7040102@bath.ac.uk> <4E9801D5.7010807@bath.ac.uk> Message-ID: <20111014130354.GK981@jibsheet.com> On Fri, Oct 14, 2011 at 10:33:09AM +0100, Peet Morris wrote: > I'm trying to create a ticket (using a browser as a proof of concept); > I've had a look at http://requesttracker.wikia.com/wiki/REST and the > 'Ticket Create' section but I'm getting nowhere, i.e., I don't seem to > be forming my "variable named 'content', containing 'key: value'" > correctly. > > If anyone has an example of what such a well-formed URL would look > like in a browser > I would be very grateful. Try running /opt/rt4/bin/rt help create and then using the environment variable RTDEBUG=3 and looking at the form it sends over the wire. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ryanfrantz at informed-llc.com Fri Oct 14 09:29:11 2011 From: ryanfrantz at informed-llc.com (Ryan Frantz) Date: Fri, 14 Oct 2011 09:29:11 -0400 (EDT) Subject: [rt-users] RT 4.0.2: Custom Condition Fails In-Reply-To: <20111014130148.GJ981@jibsheet.com> Message-ID: <460848172.205450.1318598951868.JavaMail.root@zimbra.informed-llc.com> ----- Original Message ----- > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Friday, October 14, 2011 9:01:48 AM > Subject: Re: [rt-users] RT 4.0.2: Custom Condition Fails > On Thu, Oct 13, 2011 at 10:35:40PM -0400, Ryan Frantz wrote: > > Are you getting this error on startup or during the execution of the > scrip (during ticket creation). I'm getting the error during ticket creation. > ... > > The name of the custom condition is OnAfterHoursCreate and it is > > located under > > /local/lib/RT/Condition/. What's odd is that when I > > look at the system condition > > modules, I don't see a new() method defined so I'm not sure why > > this error is occuring for > > me. For reference, this is the code for the custom condition: > > The new() method is defined in RT::Condition > > Generally, this error means some typo between: > > The filename > The package > > package RT::Condition::OnAfterHoursCreate; > The exec module > > ExecModule => 'OnAfterHoursCreate', > > Since at least 2 of those look fine, I'd double-check the filename and > permissions on the file (and on the directories leading to the file). Kevin, What's odd is that the scrip worked just fine this morning, at least once (I swear I made no changes!): Oct 14 07:20:46 rt2 RT: #1267/20086 - Scrip 14 On After Hours Create Notify On-call Support Desk Staff (/ usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:301) However, tickets created during business hours are again throwing the error related to a missing new() method. I'll double-check the condition module's name, permissions, and directory/path permissions again, to be certain. > > Incidentally, if you're going to write a number of these, you may find > it useful to write an initialdata file: > > cat > customconditions > @ScripConditions = ( > {Name => 'On After Hours Create', > Description => 'A ticket is created after hours', > ExecModule => 'OnAfterHoursCreate', > ApplicableTransTypes => 'Create', > } > ); > ./sbin/rt-setup-database --action insert --datafile customconditions > Which is a slightly simpler way to register your custom condition. > I'll keep this handy for future reference. Thanks, Ryan > -kevin From vasil at ludost.net Fri Oct 14 09:31:11 2011 From: vasil at ludost.net (Vasil Kolev) Date: Fri, 14 Oct 2011 16:31:11 +0300 Subject: [rt-users] Keeping ticket status unchanged Message-ID: <1318599071.2713.3135.camel@shrike> Hi all, After upgrading to rt4 (from 3.6.8), there seems to be no way while replying to ticket to leave it in the same status - the system automatically switches it to "open" when a reply is added. What I need is a way via web to have the ticket keep its status, and I can't find anywhere in the configs how to add something to that dropdown that says "do nothing" ("don't run autoopen.pm" for example). -- Regards, Vasil Kolev -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: From P.Morris at bath.ac.uk Fri Oct 14 09:35:01 2011 From: P.Morris at bath.ac.uk (Peet Morris) Date: Fri, 14 Oct 2011 14:35:01 +0100 Subject: [rt-users] Create ticket using a URL + parameters In-Reply-To: <20111014130354.GK981@jibsheet.com> References: <4E97FB40.7040102@bath.ac.uk> <4E9801D5.7010807@bath.ac.uk> <20111014130354.GK981@jibsheet.com> Message-ID: <4E983A85.1090308@bath.ac.uk> Kevin Falcone wrote: > On Fri, Oct 14, 2011 at 10:33:09AM +0100, Peet Morris wrote: >> I'm trying to create a ticket (using a browser as a proof of concept); >> I've had a look at http://requesttracker.wikia.com/wiki/REST and the >> 'Ticket Create' section but I'm getting nowhere, i.e., I don't seem to >> be forming my "variable named 'content', containing 'key: value'" >> correctly. >> >> If anyone has an example of what such a well-formed URL would look >> like in a browser >> I would be very grateful. > > Try running > > /opt/rt4/bin/rt help create > > and then using the environment variable > > RTDEBUG=3 > > and looking at the form it sends over the wire. > > -kevin Thanks for the reply Kevin, but I'm afraid I can't tackle it this way. /opt/rt4/bin/rt help create is a path (?), but I don't have rt installed or access to the install machine, so I'm simply trying to figure this out using a plain url and its accompanying parameters. Peter From falcone at bestpractical.com Fri Oct 14 09:39:18 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 09:39:18 -0400 Subject: [rt-users] Create ticket using a URL + parameters In-Reply-To: <4E983A85.1090308@bath.ac.uk> References: <4E97FB40.7040102@bath.ac.uk> <4E9801D5.7010807@bath.ac.uk> <20111014130354.GK981@jibsheet.com> <4E983A85.1090308@bath.ac.uk> Message-ID: <20111014133918.GL981@jibsheet.com> On Fri, Oct 14, 2011 at 02:35:01PM +0100, Peet Morris wrote: > Kevin Falcone wrote: > >On Fri, Oct 14, 2011 at 10:33:09AM +0100, Peet Morris wrote: > >> I'm trying to create a ticket (using a browser as a proof of concept); > >> I've had a look at http://requesttracker.wikia.com/wiki/REST and the > >> 'Ticket Create' section but I'm getting nowhere, i.e., I don't seem to > >> be forming my "variable named 'content', containing 'key: value'" > >> correctly. > >> > >> If anyone has an example of what such a well-formed URL would look > >>like in a browser > >> I would be very grateful. > > > >Try running > > > >/opt/rt4/bin/rt help create > > > >and then using the environment variable > > > >RTDEBUG=3 > > > >and looking at the form it sends over the wire. > > > >-kevin > > Thanks for the reply Kevin, but I'm afraid I can't tackle it this way. > > /opt/rt4/bin/rt help create is a path (?), but I don't have rt > installed or access to the install machine, so I'm simply trying to > figure this out using a plain url and its accompanying parameters. Download the RT tarball, bin/rt is a small perl program with few dependencies. You will waste a lot less time if you install it and use it to look at what you should be sending. -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 Oct 14 09:40:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 09:40:29 -0400 Subject: [rt-users] RT 4.0.2: Custom Condition Fails In-Reply-To: <460848172.205450.1318598951868.JavaMail.root@zimbra.informed-llc.com> References: <20111014130148.GJ981@jibsheet.com> <460848172.205450.1318598951868.JavaMail.root@zimbra.informed-llc.com> Message-ID: <20111014134029.GM981@jibsheet.com> > What's odd is that the scrip worked just fine this morning, at least once (I swear I made no changes!): > > Oct 14 07:20:46 rt2 RT: #1267/20086 - Scrip 14 On After Hours Create Notify On-call Support Desk Staff (/ > usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:301) > > However, tickets created during business hours are again throwing the error related to a missing new() method. I'll double-check the condition module's name, permissions, and directory/path permissions again, to be certain. If it breaks sometimes and not others, something changed. It may be as simple as permissions changing and then a new apache child being spawned, but you'll need to figure out what is different. -kevin -------------- 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 Fri Oct 14 09:52:37 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Fri, 14 Oct 2011 08:52:37 -0500 Subject: [rt-users] RT Logger not logging to file Message-ID: This is a follow-up to my issue with the modification of the ModifyQuery callback. Well, I have another callback that works beautifully, as expected: SkipTransaction, and only allows the user to see the initial creation of the ticket and any correspondence (comments are omitted). (By the way, I just tried putting in the %init portion of Create.html directly a call of $RT::Logger->debug("The current queue is " $Queue); after the rendering of the ticket page before if ticket is clone, and I did NOT receive this in the RT log. I would appreciate any assistance in debugging the debugger! Here is the code for that callback with the Logger inserted: <%init> return if $session{'CurrentUser'}->Privileged; my($myskip)=1; if ($Transaction->Type =~ /^(Correspond|Create)$/) { $myskip=0; } $RT::Logger->debug("The value of myskip is ", $myskip); $$skip=$myskip; <%args> $Transaction => undef $skip Now, for whatever reason, I am not seeing anything in the logs related to this. I see all the authentication of the unprivileged user via LDAP, and the rendering of attachments (text/html) for this ticket when viewed, but no "The value of myskip is <0 or 1>" Kevin pointed out there may be some issues with the install, but I have installed this from source and it has been tested thoroughly, and so far, the only flaw is the logger, and the fact that I can't seem to get the ModifyQuery callback working. Any ideas why the RT logger is not working within the callbacks and not working for any calls I have added directly in the code? It works on calls which are already in the code, and my format is the same...I would like to fix this, or find the problem as soon as possible. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Oct 14 12:55:51 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 14 Oct 2011 12:55:51 -0400 Subject: [rt-users] Can't select user at the page Global User Rights In-Reply-To: References: <4E95AFCC.2090004@bestpractical.com> <4E95D060.4090404@bestpractical.com> <4E95EFF8.3040305@bestpractical.com> Message-ID: <4E986997.60706@bestpractical.com> On 10/12/2011 05:36 PM, Aline Guedes wrote: > Hello Thomas, > > Sorry, sending the page sources. Your UserRights.html is completely missing all the panels for the user rights. I'm not sure how that happened, especially since you _do_ have the "add a user" panels that are generated _afterwards_. Can you send the Configuration -> Tools -> System Configuration page? What are the results of running this SQL query against the RT database? select a.* from ACL a join CachedGroupMembers cgm on cgm.GroupId=a.PrincipalId where a.PrincipalType='Group' and cgm.MemberId=15920; Check the RT error logs as well and see what's there. Thomas From srikumarp at fb.com Fri Oct 14 13:25:59 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Fri, 14 Oct 2011 17:25:59 +0000 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: <20111014125234.GI981@jibsheet.com> Message-ID: Thanks.. While searching for APIs I noticed some emails talking about the Ticket_Overlay.pm file in the $RT_HOME/lib/RT folder. But I can't seem to find any file with the name *Overlay* in this folder (I am using 4.0.2). Where are these *Overlay* files in 4.0.2? On 10/14/11 5:52 AM, "Kevin Falcone" wrote: >On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: >> I see that the REST APIs has a search method to do search for tickets >>based on some conditions (Request: >>/REST/1.0/search/ticket?query=&orderby=&format=>>). >> >> Is there an equivalent one for the Queue object? When I tried it I got >>error? >> >> Following is query string: >> >> /REST/1.0/search/queue?query= Name = 'My Special Queue' >> >> And the response is ==> (RT/4.0.2 500 Server Error. Unsupported object >>type) >> >> Is there a way to query/search non ticket objects using conditions? > >RT's REST API is intended mostly for working with tickets (the query >is actually TicketSQL as available in the normal Query Builder UI). > >If you need to work with and modify other RT objects, you'll want to >use RT's perl API. > >-kevin >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA ? October 18 & 19, 2011 >* Washington DC, USA ? October 31 & November 1, 2011 >* Barcelona, Spain ? November 28 & 29, 2011 From falcone at bestpractical.com Fri Oct 14 13:29:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 13:29:06 -0400 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: References: <20111014125234.GI981@jibsheet.com> Message-ID: <20111014172906.GN981@jibsheet.com> On Fri, Oct 14, 2011 at 05:25:59PM +0000, Srikumar Nair wrote: > Thanks.. While searching for APIs I noticed some emails talking about the > Ticket_Overlay.pm file in the $RT_HOME/lib/RT folder. > But I can't seem to find any file with the name *Overlay* in this folder > (I am using 4.0.2). > Where are these *Overlay* files in 4.0.2? 4.0 finally merged the Queue.pm and Queue_Overlay.pm files. You can now safely read the Queue.pm or Ticket.pm file with perldoc -kevin > On 10/14/11 5:52 AM, "Kevin Falcone" wrote: > > >On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: > >> I see that the REST APIs has a search method to do search for tickets > >>based on some conditions (Request: > >>/REST/1.0/search/ticket?query=&orderby=&format= >>>). > >> > >> Is there an equivalent one for the Queue object? When I tried it I got > >>error? > >> > >> Following is query string: > >> > >> /REST/1.0/search/queue?query= Name = 'My Special Queue' > >> > >> And the response is ==> (RT/4.0.2 500 Server Error. Unsupported object > >>type) > >> > >> Is there a way to query/search non ticket objects using conditions? > > > >RT's REST API is intended mostly for working with tickets (the query > >is actually TicketSQL as available in the normal Query Builder UI). > > > >If you need to work with and modify other RT objects, you'll want to > >use RT's perl API. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From luciano at cpd.ufrgs.br Fri Oct 14 13:42:32 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Fri, 14 Oct 2011 14:42:32 -0300 Subject: [rt-users] RES: Strange error message dashboard notification Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBDBA3@filipides.ad.ufrgs.br> Hello, Is this a bug from rt 4.0.2 ? Can I revert this to the old way like rt 3.8.9(simple text)? Luciano De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Luciano Ernesto da Silva Enviada em: ter?a-feira, 11 de outubro de 2011 15:42 Para: RT-Users at lists.bestpractical.com Assunto: [*****SPAM*****] [rt-users] Strange error message dashboard notification Hello Kevin, I did an upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the notifications are coming with a strange problem in html/Javascript header of messages received in any email client(Evolution, Exchange 2003, 2007 and 2010): if (window.top !== window.self) { document.write = ""; window.top.location = window.self.location; setTimeout(function(){ document.body.innerHTML = ""; }, 1); window.self.onload = function(){ document.body.innerHTML = ""; }; } jQuery(document).ready(function(){ jQuery("#quick-personal").append(' '); jQuery("#li-preferences").detach().appendTo("#prefs-menu"); jQuery("#li-tools-config").detach().appendTo("#app-nav"); jQuery("#li-search-simple").detach().insertBefore("#li-search"); jQuery("#li-tools-approval").detach().appendTo("#app-nav"); jQuery("#li-page-bookmark").detach().appendTo("#li-page-actions>ul"); jQuery("#li-page-actions>ul").attr("id","page-action-menu").detach().insertAfter("#topactions"); jQuery.fn.supersubs.defaults = { maxWidth: 30, extraWidth: 2 }; jQuery("#page-menu.toplevel").addClass("sf-menu sf-js-enabled").supersubs().superfish({ dropShadows: false, speed: 'fast' }).supposition(); jQuery("#app-nav.toplevel").addClass("sf-menu sf-vertical sf-js-enabled").supersubs().superfish({ speed: 'fast' }).supposition(); jQuery("#prefs-menu").addClass("sf-menu sf-js-enabled").supersubs().superfish().supposition({ speed: 'fast' }); }); Dashboard Spam queue Is there a way to fix that? Tks Luciano -------------- next part -------------- An HTML attachment was scrubbed... URL: From srikumarp at fb.com Fri Oct 14 13:45:25 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Fri, 14 Oct 2011 17:45:25 +0000 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: <20111014172906.GN981@jibsheet.com> Message-ID: Great.. Thanks Kevin. On 10/14/11 10:29 AM, "Kevin Falcone" wrote: >On Fri, Oct 14, 2011 at 05:25:59PM +0000, Srikumar Nair wrote: >> Thanks.. While searching for APIs I noticed some emails talking about >>the >> Ticket_Overlay.pm file in the $RT_HOME/lib/RT folder. >> But I can't seem to find any file with the name *Overlay* in this folder >> (I am using 4.0.2). >> Where are these *Overlay* files in 4.0.2? > >4.0 finally merged the Queue.pm and Queue_Overlay.pm files. >You can now safely read the Queue.pm or Ticket.pm file with perldoc > >-kevin > > >> On 10/14/11 5:52 AM, "Kevin Falcone" wrote: >> >> >On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: >> >> I see that the REST APIs has a search method to do search for tickets >> >>based on some conditions (Request: >> >>>>/REST/1.0/search/ticket?query=&orderby=&format=
>>>at >> >>>). >> >> >> >> Is there an equivalent one for the Queue object? When I tried it I >>got >> >>error? >> >> >> >> Following is query string: >> >> >> >> /REST/1.0/search/queue?query= Name = 'My Special Queue' >> >> >> >> And the response is ==> (RT/4.0.2 500 Server Error. Unsupported >>object >> >>type) >> >> >> >> Is there a way to query/search non ticket objects using conditions? >> > >> >RT's REST API is intended mostly for working with tickets (the query >> >is actually TicketSQL as available in the normal Query Builder UI). >> > >> >If you need to work with and modify other RT objects, you'll want to >> >use RT's perl API. >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA ? October 18 & 19, 2011 >* Washington DC, USA ? October 31 & November 1, 2011 >* Barcelona, Spain ? November 28 & 29, 2011 From falcone at bestpractical.com Fri Oct 14 14:24:26 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 14:24:26 -0400 Subject: [rt-users] RES: Strange error message dashboard notification In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401EBDBA3@filipides.ad.ufrgs.br> References: <87C8AADF9E20C14C811B0AFA1747DA5401EBDBA3@filipides.ad.ufrgs.br> Message-ID: <20111014182426.GO981@jibsheet.com> On Fri, Oct 14, 2011 at 02:42:32PM -0300, Luciano Ernesto da Silva wrote: > Is this a bug from rt 4.0.2 ? It is an RT4 bug > Can I revert this to the old way like rt 3.8.9(simple text)? 3.8.9 never sent plain text dashboards, they were always HTML. Plain text dashboards are a popular request but we haven't had time to develop a proper html->text conversion for them. -kevin > > > > De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] > Em nome de Luciano Ernesto da Silva > Enviada em: terc,a-feira, 11 de outubro de 2011 15:42 > Para: RT-Users at lists.bestpractical.com > Assunto: [*****SPAM*****] [rt-users] Strange error message dashboard notification > > > > Hello Kevin, > > > > I did an upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the notifications are coming with a > strange problem in html/Javascript header of messages received in any email client(Evolution, > Exchange 2003, 2007 and 2010): > > > > if (window.top !== window.self) { document.write = ""; window.top.location = > window.self.location; setTimeout(function(){ document.body.innerHTML = ""; }, 1); > window.self.onload = function(){ document.body.innerHTML = ""; }; } > jQuery(document).ready(function(){ jQuery("#quick-personal").append(' > > '); jQuery("#li-preferences").detach().appendTo("#prefs-menu"); > jQuery("#li-tools-config").detach().appendTo("#app-nav"); > jQuery("#li-search-simple").detach().insertBefore("#li-search"); > jQuery("#li-tools-approval").detach().appendTo("#app-nav"); > jQuery("#li-page-bookmark").detach().appendTo("#li-page-actions>ul"); > jQuery("#li-page-actions>ul").attr("id","page-action-menu").detach().insertAfter("#topactions"); > jQuery.fn.supersubs.defaults = { maxWidth: 30, extraWidth: 2 }; > jQuery("#page-menu.toplevel").addClass("sf-menu sf-js-enabled").supersubs().superfish({ > dropShadows: false, speed: 'fast' }).supposition(); > jQuery("#app-nav.toplevel").addClass("sf-menu sf-vertical > sf-js-enabled").supersubs().superfish({ speed: 'fast' }).supposition(); > jQuery("#prefs-menu").addClass("sf-menu sf-js-enabled").supersubs().superfish().supposition({ > speed: 'fast' }); }); > > Dashboard Spam queue > > > > > > > > Is there a way to fix that? > > > > Tks > > > > Luciano > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * 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 srikumarp at fb.com Fri Oct 14 14:40:45 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Fri, 14 Oct 2011 18:40:45 +0000 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: <20111014172906.GN981@jibsheet.com> Message-ID: I am trying to use the following two lines of code to get started with the PERL API.. my $ticket = RT::Ticket->new($RT::SystemUser); $ticket->Create( Queue => 'General', Subject => 'Test Ticket'); But it results in the error.. Can't call method "CaseSensitive" on an undefined value at /opt/rt4/lib/RT/Record.pm line 363. Has anyone seen this issue? Thanks On 10/14/11 10:29 AM, "Kevin Falcone" wrote: >On Fri, Oct 14, 2011 at 05:25:59PM +0000, Srikumar Nair wrote: >> Thanks.. While searching for APIs I noticed some emails talking about >>the >> Ticket_Overlay.pm file in the $RT_HOME/lib/RT folder. >> But I can't seem to find any file with the name *Overlay* in this folder >> (I am using 4.0.2). >> Where are these *Overlay* files in 4.0.2? > >4.0 finally merged the Queue.pm and Queue_Overlay.pm files. >You can now safely read the Queue.pm or Ticket.pm file with perldoc > >-kevin > > >> On 10/14/11 5:52 AM, "Kevin Falcone" wrote: >> >> >On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: >> >> I see that the REST APIs has a search method to do search for tickets >> >>based on some conditions (Request: >> >>>>/REST/1.0/search/ticket?query=&orderby=&format=>>>at >> >>>). >> >> >> >> Is there an equivalent one for the Queue object? When I tried it I >>got >> >>error? >> >> >> >> Following is query string: >> >> >> >> /REST/1.0/search/queue?query= Name = 'My Special Queue' >> >> >> >> And the response is ==> (RT/4.0.2 500 Server Error. Unsupported >>object >> >>type) >> >> >> >> Is there a way to query/search non ticket objects using conditions? >> > >> >RT's REST API is intended mostly for working with tickets (the query >> >is actually TicketSQL as available in the normal Query Builder UI). >> > >> >If you need to work with and modify other RT objects, you'll want to >> >use RT's perl API. >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA ? October 18 & 19, 2011 >* Washington DC, USA ? October 31 & November 1, 2011 >* Barcelona, Spain ? November 28 & 29, 2011 From srikumarp at fb.com Fri Oct 14 16:45:50 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Fri, 14 Oct 2011 20:45:50 +0000 Subject: [rt-users] Creating attachments during ticket creation with REST (4.0.2) Message-ID: I am trying to add an attachment as part of the ticket creation with REST (in 4.0.2) Following is my input: Requestor: johnt Subject: 'test ticket' Queue: 'General' Attachment: /var/log/test.pdf Ticket gets created but no attachment and I get the error RT/4.0.2 409 Syntax Error # Ticket 6 created. # attachment: Unknown field. What is the input to create ticket with attachments? Does anyone know? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Oct 14 17:48:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 17:48:51 -0400 Subject: [rt-users] Creating attachments during ticket creation with REST (4.0.2) In-Reply-To: References: Message-ID: <20111014214851.GP981@jibsheet.com> On Fri, Oct 14, 2011 at 08:45:50PM +0000, Srikumar Nair wrote: > I am trying to add an attachment as part of the ticket creation with REST (in 4.0.2) > Following is my input: > Requestor: johnt > Subject: 'test ticket' > Queue: 'General' > Attachment: /var/log/test.pdf > Ticket gets created but no attachment and I get the error > RT/4.0.2 409 Syntax Error > # Ticket 6 created. > # attachment: Unknown field. > What is the input to create ticket with attachments? Does anyone know? The REST interface only supports commenting or corresponding with attachments, not creating. -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 Oct 14 17:49:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 17:49:31 -0400 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: References: <20111014172906.GN981@jibsheet.com> Message-ID: <20111014214931.GQ981@jibsheet.com> On Fri, Oct 14, 2011 at 06:40:45PM +0000, Srikumar Nair wrote: > I am trying to use the following two lines of code to get started with the > PERL API.. > > my $ticket = RT::Ticket->new($RT::SystemUser); > $ticket->Create( Queue => 'General', Subject => 'Test Ticket'); > > > But it results in the error.. > > Can't call method "CaseSensitive" on an undefined value at > /opt/rt4/lib/RT/Record.pm line 363. > > Has anyone seen this issue? Hopefully you have more than just those two lines in the file, I suspect that your preamble isn't loading and connecting properly. -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 Oct 14 18:16:33 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 15 Oct 2011 02:16:33 +0400 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: References: <20111014172906.GN981@jibsheet.com> Message-ID: Hi, You probably forgot to load config and init RT. Usually in the beginning of a scrip you have: use 5.008003; use strict; use warnings; use lib qw(/opt/rt4/local/lib /opt/rt4/lib); use RT; RT::LoadConfig(); RT::Init(); ... code goes here ... On Fri, Oct 14, 2011 at 10:40 PM, Srikumar Nair wrote: > I am trying to use the following two lines of code to get started with the > PERL API.. > > my $ticket = RT::Ticket->new($RT::SystemUser); > $ticket->Create( Queue => 'General', Subject => 'Test Ticket'); > > > But it results in the error.. > > Can't call method "CaseSensitive" on an undefined value at > /opt/rt4/lib/RT/Record.pm line 363. > > Has anyone seen this issue? > > Thanks > > > On 10/14/11 10:29 AM, "Kevin Falcone" wrote: > >>On Fri, Oct 14, 2011 at 05:25:59PM +0000, Srikumar Nair wrote: >>> Thanks.. While searching for APIs I noticed some emails talking about >>>the >>> Ticket_Overlay.pm file in the $RT_HOME/lib/RT folder. >>> But I can't seem to find any file with the name *Overlay* in this folder >>> (I am using 4.0.2). >>> Where are these *Overlay* files in 4.0.2? >> >>4.0 finally merged the Queue.pm and Queue_Overlay.pm files. >>You can now safely read the Queue.pm or Ticket.pm file with perldoc >> >>-kevin >> >> >>> On 10/14/11 5:52 AM, "Kevin Falcone" wrote: >>> >>> >On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: >>> >> I see that the REST APIs has a search method to do search for tickets >>> >>based on some conditions (Request: >>> >>>>>/REST/1.0/search/ticket?query=&orderby=&format=>>>>at >>> >>>). >>> >> >>> >> Is there an equivalent one for the Queue object? When I tried it I >>>got >>> >>error? >>> >> >>> >> Following is query string: >>> >> >>> >> /REST/1.0/search/queue?query= Name = 'My Special Queue' >>> >> >>> >> And the response is ==> (RT/4.0.2 500 Server Error. Unsupported >>>object >>> >>type) >>> >> >>> >> Is there a way to query/search non ticket objects using conditions? >>> > >>> >RT's REST API is intended mostly for working with tickets (the query >>> >is actually TicketSQL as available in the normal Query Builder UI). >>> > >>> >If you need to work with and modify other RT objects, you'll want to >>> >use RT's perl API. >>-------- >>RT Training Sessions (http://bestpractical.com/services/training.html) >>* ?San Francisco, CA, USA ? October 18 & 19, 2011 >>* ?Washington DC, USA ? October 31 & November 1, 2011 >>* ?Barcelona, Spain ? November 28 & 29, 2011 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 -- Best regards, Ruslan. From srikumarp at fb.com Fri Oct 14 18:23:54 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Fri, 14 Oct 2011 22:23:54 +0000 Subject: [rt-users] REST queries/search for queue objects in 4.0.2 In-Reply-To: Message-ID: That is helpful.. That took care of the issue. Thanks On 10/14/11 3:16 PM, "Ruslan Zakirov" wrote: >Hi, > >You probably forgot to load config and init RT. Usually in the >beginning of a scrip you have: > >use 5.008003; >use strict; >use warnings; > >use lib qw(/opt/rt4/local/lib /opt/rt4/lib); > >use RT; >RT::LoadConfig(); >RT::Init(); > >... code goes here ... > >On Fri, Oct 14, 2011 at 10:40 PM, Srikumar Nair wrote: >> I am trying to use the following two lines of code to get started with >>the >> PERL API.. >> >> my $ticket = RT::Ticket->new($RT::SystemUser); >> $ticket->Create( Queue => 'General', Subject => 'Test Ticket'); >> >> >> But it results in the error.. >> >> Can't call method "CaseSensitive" on an undefined value at >> /opt/rt4/lib/RT/Record.pm line 363. >> >> Has anyone seen this issue? >> >> Thanks >> >> >> On 10/14/11 10:29 AM, "Kevin Falcone" wrote: >> >>>On Fri, Oct 14, 2011 at 05:25:59PM +0000, Srikumar Nair wrote: >>>> Thanks.. While searching for APIs I noticed some emails talking about >>>>the >>>> Ticket_Overlay.pm file in the $RT_HOME/lib/RT folder. >>>> But I can't seem to find any file with the name *Overlay* in this >>>>folder >>>> (I am using 4.0.2). >>>> Where are these *Overlay* files in 4.0.2? >>> >>>4.0 finally merged the Queue.pm and Queue_Overlay.pm files. >>>You can now safely read the Queue.pm or Ticket.pm file with perldoc >>> >>>-kevin >>> >>> >>>> On 10/14/11 5:52 AM, "Kevin Falcone" >>>>wrote: >>>> >>>> >On Thu, Oct 13, 2011 at 11:26:20PM +0000, Srikumar Nair wrote: >>>> >> I see that the REST APIs has a search method to do search for >>>>tickets >>>> >>based on some conditions (Request: >>>> >>>>>>/REST/1.0/search/ticket?query=&orderby=&format=>>>>>rm >>>>>>at >>>> >>>). >>>> >> >>>> >> Is there an equivalent one for the Queue object? When I tried it I >>>>got >>>> >>error? >>>> >> >>>> >> Following is query string: >>>> >> >>>> >> /REST/1.0/search/queue?query= Name = 'My Special Queue' >>>> >> >>>> >> And the response is ==> (RT/4.0.2 500 Server Error. Unsupported >>>>object >>>> >>type) >>>> >> >>>> >> Is there a way to query/search non ticket objects using conditions? >>>> > >>>> >RT's REST API is intended mostly for working with tickets (the query >>>> >is actually TicketSQL as available in the normal Query Builder UI). >>>> > >>>> >If you need to work with and modify other RT objects, you'll want to >>>> >use RT's perl API. >>>-------- >>>RT Training Sessions (http://bestpractical.com/services/training.html) >>>* San Francisco, CA, USA ? October 18 & 19, 2011 >>>* Washington DC, USA ? October 31 & November 1, 2011 >>>* Barcelona, Spain ? November 28 & 29, 2011 >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Barcelona, Spain November 28 & 29, 2011 > > > >-- >Best regards, Ruslan. From Joachim.Thuau at spacex.com Fri Oct 14 20:21:41 2011 From: Joachim.Thuau at spacex.com (Joachim Thuau) Date: Sat, 15 Oct 2011 00:21:41 +0000 Subject: [rt-users] no content editing for articles? Message-ID: Hello List, We have setup RT4.0.2 on a debian host from source, against Pg 8.0.4, with apache2/mod_perl2 over SSL with kerberos auth in apache. RTFM seems to be included out of the box with the setup. but the content section, when trying to modify an article, doesn't have any UI elements to edit the content. Is there some javascript that should be taking care of updating the form to have the rich text UI? There are references to javascript -- /NoAuth/RichText/ckeditor.js -- which doesn't seem to exist on the filesystem, but my access log shows that it's getting accessed properly -- "GET /NoAuth/RichText/ckeditor.js HTTP/1.1" 200 -- in my ssl_access. I haven't seen anything specific in the /docs or the RT_Config.pm that references that. There doesn't seem to be anything related to that in the RT logs (they mostly have stuff about my ldapimport finding a bunch of empty groups). I expect that it's missing a text area that would be replaced by jQuery once the page is loaded. The chunk of the page that has that part looks like this (see below). Note that the Content part is pretty short... ===8<---

Basics
Name
Summary
Class Setup Documentation

Content

Links
Enter articles, tickets, or other URLs related to this article. Type a: before article numbers and t: before ticket numbers. Separate multiple entries with spaces.
Refers to:
Referred to by:

Topics
Topics
--->8=== Thanks, Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | From john at yvig.com Fri Oct 14 20:44:58 2011 From: john at yvig.com (John Andersen) Date: Fri, 14 Oct 2011 17:44:58 -0700 Subject: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External Message-ID: Hoping someone can point me to where I am going wrong. ?I have been trolling the wiki, cpan, this list, and Google for the last couple of days with no luck so far. ?Probably something apparent that I'm missing..... I am after the following behavior: - A user inside our network and on a machine my company controls will be auto-logged in via SSO (mod_auth_kerb) - Upon successful SSO login, even if it's a first time login, the user info in canonicalized from our LDAP dir (Active Directory) - If the user cannot use SSO, the login fails gracefully back to the form-based login built in to RT. - If the user successfully authenticates via RT::Authen::ExternalAuth the user info is again canonicalized even if it's a first time login. - If an email is received from a requester, the email is looked up in LDAP to canonicalize the user info as well. - If the email address does NOT exist in the LDAP directory, go ahead and create an account anyway using the email address as the username. No prob, right?? The basics: RT 4.0.2 from source server: debian 6.0 (Squeeze) db: PostgreSQL Apache2 RT running under modperl What I have working: If I have WebExternalAuth turned *off*, my LDAP connection via RT::Authen::ExternalAuth is working just fine. - I have it pointed to our Active Directory server (Server 2008 R2 if it matters). - A user in the directory **CAN** login via the form based login screen - If they don't exist, the user is properly created as desired. - The user info is also pulled via LDAP via CanonicalizeUserInfo() as desired. All is well. ------- If I turn *ON* $WebExternalAuth (I'm using mod_auth_kerb) I get the following behavior: - The user *IS* logged in with SSO as desired provided they already have an account. - The user info is *NOT* canonicalized from the LDAP directory as I would like. --FAIL-- - If the user does not exist, they *ARE* created, but again, the user info is NOT canonicalized from the directory. --FAIL-- - Also, mod_auth_kerb, does NOT fall back to the form-based login. It tries to use the KrbPasswd method which I have specifically disabled. --FAIL-- The message I get in the RT log (via syslog) when a user logs in with SSO seems to indicate that the user variable is not being set and passed to the RT::Authen::ExternalAuth extension if I read the error right. The odd thing to me, is that while the error says SSO is failing, it most definitely is not. The user **is** successfully logged in. ----- error from syslog --- Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No User) ---- info from apache error log ---- (all looks well here, I think?) [Fri Oct 14 17:33:54 2011] [debug] src/mod_auth_kerb.c(1628): [client 172.27.146.144] kerb_authenticate_user entered with user (NULL) and auth_type Kerberos [Fri Oct 14 17:33:54 2011] [debug] src/mod_auth_kerb.c(1240): [client 172.27.146.144] Acquiring creds for HTTP/rt.sunnysidehospital.org [Fri Oct 14 17:33:54 2011] [debug] src/mod_auth_kerb.c(1385): [client 172.27.146.144] Verifying client data using KRB5 GSS-API [Fri Oct 14 17:33:54 2011] [debug] src/mod_auth_kerb.c(1401): [client 172.27.146.144] Client didn't delegate us their credential [Fri Oct 14 17:33:54 2011] [debug] src/mod_auth_kerb.c(1420): [client 172.27.146.144] GSS-API token of length 181 bytes will be sent back [Fri Oct 14 17:33:54 2011] [debug] src/mod_auth_kerb.c(1534): [client 172.27.146.144] kerb_authenticate_a_name_to_local_name andersjp at SCH.AD -> andersjp (Full disclosure, I am also receiving this message on apache startup, but I believe it is completely unrelated.....) Oct 14 17:33:10 rt RT: 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. First, is what I want to do truly possible? Second, can anyone help me see what I have wrong here? ------------ Apache2 config section: ---------- ## Redirect everything to https ServerName rt.sunnysidehospital.org Redirect permanent / https://rt.sunnysidehospital.org/ SSLEngine on SSLCertificateFile /etc/apache2/ssl/rt.sunnysidehospital.org.crt SSLCertificateKeyFile /etc/apache2/ssl/rt.sunnysidehospital.org SSLCACertificateFile /etc/apache2/ssl/sch_ca.cer ### Optional apache logs for RT ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server ## Kerberos for Single Signon with AD AuthType Kerberos AuthName "Sunnyside Hospital Login" KrbMethodNegotiate on KrbMethodK5Passwd off # KrbMethodK4Passwd off # when I uncomment this I get an error # (Invalid command 'KrbMethodK4Passwd', perhaps misspelled or # defined by a module not included in the server configuration) KrbAuthRealms SCH.AD Krb5KeyTab /etc/apache2/krb5.keytab KrbServiceName HTTP/rt.sunnysidehospital.org KrbSaveCredentials off KrbLocalUserMapping on require valid-user Order allow,deny Allow from all use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); ------------------------------- Relevant RT_SiteConfig.pm sections: ---------------------------- Set( $WebExternalAuth, 1 ); Set( $WebFallBackToInternalAuth, 1 ); Set( $WebExternalGecos, undef ); Set( $WebExternalAuto, 1 ); Set( $AutoCreate, Privileged => 0 ); Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::JSGantt RT::Extension::MergeUsers RT::Extension::PriorityAsString RT::Extension::ReportSpam ) ); Set( $ExternalAuthPriority,['LDAP_DIR1']); Set( $ExternalInfoPriority,['LDAP_DIR1']); Set( $ExternalServiceUsesSSLorTLS, 0); Set( $AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # SCH LDAP Settings 'LDAP_DIR1' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'dir1.sch.ad', 'user' => 'cn=LDAP Auth,ou=SCH Users,dc=sch,dc=ad', 'pass' => '************', 'base' => 'dc=sch,dc=ad', # 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' => '(mail=*)(sAMAccountType=805306368)', # The filter that will only match disabled users 'd_filter' => '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], #'group' => 'GROUP', #'group_attr' => 'GROUP_ATTR', 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'department', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); ----- FYI, I have tested my ldap filters with ldapsearch and run them exactly as RT puts them together (according to the logs) and can successfully return info for both my users filter and my disabled users filter. Thanks in advance for the help! (And my sincere apologies for the short novel I had to write here.) -John Andersen From falcone at bestpractical.com Fri Oct 14 21:12:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Oct 2011 21:12:21 -0400 Subject: [rt-users] no content editing for articles? In-Reply-To: References: Message-ID: <20111015011221.GR981@jibsheet.com> On Sat, Oct 15, 2011 at 12:21:41AM +0000, Joachim Thuau wrote: > > Hello List, > > We have setup RT4.0.2 on a debian host from source, against Pg 8.0.4, with > apache2/mod_perl2 over SSL with kerberos auth in apache. > > RTFM seems to be included out of the box with the setup. but the content > section, when trying to modify an article, doesn't have any UI elements to > edit the content. > > Is there some javascript that should be taking care of updating the form > to have the rich text UI? > There are references to javascript -- /NoAuth/RichText/ckeditor.js -- > which doesn't seem to exist on the filesystem, but my access log shows > that it's getting accessed properly -- "GET /NoAuth/RichText/ckeditor.js > HTTP/1.1" 200 -- in my ssl_access. > > I haven't seen anything specific in the /docs or the RT_Config.pm that > references that. There doesn't seem to be anything related to that in the > RT logs (they mostly have stuff about my ldapimport finding a bunch of > empty groups). You missed docs/customizing/articles_introduction.pod It covers exactly the case you're discussing -kevin > I expect that it's missing a text area that would be replaced by jQuery > once the page is loaded. > > The chunk of the page that has that part looks like this (see below). Note > that the Content part is pretty short... > > > ===8<--- >
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> > > > --->8=== > > Thanks, > Jok > > -- > | Joachim Thuau | Linux Systems Administrator / SpaceX | > | Cell: 310-890-7937 | Office: 310-363-6153 | > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * 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 ruz at bestpractical.com Sun Oct 16 06:57:10 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 16 Oct 2011 14:57:10 +0400 Subject: [rt-users] RT 4.0.2: Custom Condition Fails In-Reply-To: <20111014134029.GM981@jibsheet.com> References: <20111014130148.GJ981@jibsheet.com> <460848172.205450.1318598951868.JavaMail.root@zimbra.informed-llc.com> <20111014134029.GM981@jibsheet.com> Message-ID: Module refresh in development mode sometimes fails to load changed code. Regards, Ruslan. From phone. 14.10.2011 17:40 ???????????? "Kevin Falcone" ???????: > > What's odd is that the scrip worked just fine this morning, at least once > (I swear I made no changes!): > > > > Oct 14 07:20:46 rt2 RT: > #1267/20086 - Scrip 14 On After Hours Create Notify On-call Support Desk > Staff (/ > > usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:301) > > > > However, tickets created during business hours are again throwing the > error related to a missing new() method. I'll double-check the condition > module's name, permissions, and directory/path permissions again, to be > certain. > > If it breaks sometimes and not others, something changed. > It may be as simple as permissions changing and then a new apache > child being spawned, but you'll need to figure out what is different. > > -kevin > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA ? October 18 & 19, 2011 > * Washington DC, USA ? October 31 & November 1, 2011 > * Barcelona, Spain ? November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From peter.nugent at hetg.ie Mon Oct 17 09:31:13 2011 From: peter.nugent at hetg.ie (Peter Nugent) Date: Mon, 17 Oct 2011 14:31:13 +0100 Subject: [rt-users] Help with Extension::QuickUpdate Message-ID: <6990D655F21042429255D412BF87F840937160@ELMO.hcske.local> Hi, I?m running RT 3.8.7 on Ubuntu 10.04 and trying to get the QuickUpdate extension functional. I know I?m running an old version of RT but would prefer to stay with it until I?m 100% comfortable with how everything works. I?ve installed the QuickUpdate extension from git as I couldn?t find it on cpan. To install I did the following 1. Downloaded from https://github.com/bestpractical/rt-extension-quickupdate/tarball/master 2. Unzipped and Untared the download 3. Followed Readme and executed as root a. ?RTHOME= /usr/share/request-tracker3.8 perl MakeFile.PL b. Make install c. Edited My RT_SiteConfig.pm to include RT::Extension::QuickUpdate (I?ve other extensions installed and running ok) d. I wasn?t sure where the mason cache was so I backed up and cleared /var/cache/request-tracker3.8/mason_data/obj/ e. Restarted Apache service 4. Opened a ticket summary but no Quick Update box appears Sorry if it?s a noobie question but where do I begin to troubleshoot this. I can see RT::Extension::QuickUpdate v0.01; under loaded perl modules under Tools and System Configuration. Also the following directory tree was created /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary/RightColumnTop My other extensions also have directory trees under /var/cache/request-tracker3.8/mason_data/obj/2186859745/ but RT-Extension-QuickUpdate is missing? Any pointers would be greatly appreciated guys! Thanks, Peter Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522 Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | mailto:peter.nugent at hetg.ie | http://www.hetg.ie -------------------------------------------------------------------------- Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland No. 425932 Registered Office: Block G, Cherrywood Science & Technology Park, Loughlinstown, Co. Dublin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 7240 bytes Desc: not available URL: From jml4 at info.cam.ac.uk Mon Oct 17 11:08:58 2011 From: jml4 at info.cam.ac.uk (John Line) Date: Mon, 17 Oct 2011 16:08:58 +0100 (BST) Subject: [rt-users] Searching for, and displaying, gecos field - how? In-Reply-To: <20111007172902.GB916@jibsheet.com> References: <20111007172902.GB916@jibsheet.com> Message-ID: On Fri, 7 Oct 2011, Kevin Falcone wrote: > On Fri, Oct 07, 2011 at 05:29:46PM +0100, John Line wrote: >> That allowed the ".gecos" to be passed through to the search and it >> found a plausible-looking set of results, but I couldn't find any >> way to get the gecos value included in the search results. I found >> mailing list discussions suggesting that I needed to create >> local/html/Elements/RT__Ticket/ColumnMap, based on the original RT >> versions but with some definitions added (based on existing >> entries). However, that didn't solve the problem. I also found the >> %FIELD_METADATA definition in Tickets.pm which looked like it may be >> relevant, but not making what seemed like the obvious change there >> made no difference to the results. >> >> Any suggestions of where else I may need to make changes, or >> pointers to existing instructions, would be very helpful. I suspect >> I may be fairly close to getting it working, but with one or more >> critical pieces of the puzzle still missing. > > You don't want to make whole local copies of ColumnMap, you want to > use the callback in there to blow in a RequestorGecos key that returns > the relevant data. Similarly, you can use the callback in > Elements/BuildFormatString to add that RequestorGecos column so users > can select it. You can always test a field you added via ColumnMap by > using the advanced editor and editing the format before you deal with > adding it to the list of strings. Thank you for those suggestions. I hadn't noticed that there were relevant callbacks that I should use, rather than making local copies of those files, and I'll change to the suggested approach - much better. It sounds like I'm close to doing what's needed, as I thought, and just need to track down the details I'm missing or have currently got wrong. John -- John Line - web development, University of Cambridge Computing Service From backus at nlcom.nl Mon Oct 17 11:34:27 2011 From: backus at nlcom.nl (Mayk Backus) Date: Mon, 17 Oct 2011 17:34:27 +0200 Subject: [rt-users] timer/escalation/mail reminders (untouchedin script) Message-ID: <4E9C4B03.5070202@nlcom.nl> Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify "queue members" when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : "Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm" . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom From Izz.Abdullah at hibbett.com Mon Oct 17 11:45:59 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 17 Oct 2011 10:45:59 -0500 Subject: [rt-users] RT Logger not logging to file In-Reply-To: References: Message-ID: UPDATE: The $RT->Logger calls are running as expected within the other callback I have written as well as any .pm's I have added it to for testing. There is something wrong with the structure for the ModifyQuery in which no matter what I put, it breaks the query and I cannot obtain any logging files out of the logger, even if that is the only thing within the ModifyQuery file. Any other ideas? From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Friday, October 14, 2011 8:53 AM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] RT Logger not logging to file This is a follow-up to my issue with the modification of the ModifyQuery callback. Well, I have another callback that works beautifully, as expected: SkipTransaction, and only allows the user to see the initial creation of the ticket and any correspondence (comments are omitted). (By the way, I just tried putting in the %init portion of Create.html directly a call of $RT::Logger->debug("The current queue is " $Queue); after the rendering of the ticket page before if ticket is clone, and I did NOT receive this in the RT log. I would appreciate any assistance in debugging the debugger! Here is the code for that callback with the Logger inserted: <%init> return if $session{'CurrentUser'}->Privileged; my($myskip)=1; if ($Transaction->Type =~ /^(Correspond|Create)$/) { $myskip=0; } $RT::Logger->debug("The value of myskip is ", $myskip); $$skip=$myskip; <%args> $Transaction => undef $skip Now, for whatever reason, I am not seeing anything in the logs related to this. I see all the authentication of the unprivileged user via LDAP, and the rendering of attachments (text/html) for this ticket when viewed, but no "The value of myskip is <0 or 1>" Kevin pointed out there may be some issues with the install, but I have installed this from source and it has been tested thoroughly, and so far, the only flaw is the logger, and the fact that I can't seem to get the ModifyQuery callback working. Any ideas why the RT logger is not working within the callbacks and not working for any calls I have added directly in the code? It works on calls which are already in the code, and my format is the same...I would like to fix this, or find the problem as soon as possible. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Mon Oct 17 11:51:27 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 17 Oct 2011 13:51:27 -0200 Subject: [rt-users] RT 4.0.2 SSL Email Verification Failed Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBDCB8@filipides.ad.ufrgs.br> Hello, I was testing RT with a self-signed certificate(SSL), I send a email to queue, but in /var/log/mail I got this: (temporary failure. Command output: An Error Occurred ================= 500 Can't connect to rt4.dev.ufrgs.br:443 (certificate verify failed) ) No errors in other log files, like syslog or rt.log. The queues were not receiving mails. I installed all PERL dependencies to SSL, as described here http://www.gossamer-threads.com/lists/rt/users/71129 : Pod::Usage, HTML::TreeBuilder, Getopt::Long, HTML::FormatText, LWP::UserAgent And Crypt::SSLeay, LWP::Protocol::https As described here http://blogs.perl.org/users/brian_d_foy/2011/07/now-you-need-lwpprotocol https.html I made and applied a patch against file Rt-mailgate, around line 151: - my $ua = LWP::UserAgent->new(); + my $ua = LWP::UserAgent->new(ssl_opts => { verify_hostname => 0 }); Patch link here: http://pastebin.com/DQCH3R8L Now perl don't check the certificate, and the queues receive all messages. My question: Is this the correct approach for that? Luciano Silva -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Oct 17 11:51:54 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Oct 2011 11:51:54 -0400 Subject: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External In-Reply-To: References: Message-ID: <4E9C4F1A.5030600@bestpractical.com> On 10/14/2011 08:44 PM, John Andersen wrote: > Hoping someone can point me to where I am going wrong. I have been > trolling the wiki, cpan, this list, and Google for the last couple of > days with no luck so far. Probably something apparent that I'm > missing..... > > I am after the following behavior: > - A user inside our network and on a machine my company controls > will be auto-logged in via SSO (mod_auth_kerb) > - Upon successful SSO login, even if it's a first time login, the > user info in canonicalized from our LDAP dir (Active Directory) > - If the user cannot use SSO, the login fails gracefully back to the > form-based login built in to RT. > - If the user successfully authenticates via > RT::Authen::ExternalAuth the user info is again canonicalized even if > it's a first time login. > - If an email is received from a requester, the email is looked up > in LDAP to canonicalize the user info as well. > - If the email address does NOT exist in the LDAP directory, go > ahead and create an account anyway using the email address as the > username. You may just want to run with mod_auth_kerb and RT::Extension::LDAPImport running periodically, cutting RT::Authen::ExternalAuth completely out of the picture. This does require users can auth with mod_auth_kerb unless you give them local RT passwords. > The message I get in the RT log (via syslog) when a user logs in with > SSO seems to indicate that the user variable is not being set and > passed to the RT::Authen::ExternalAuth extension if I read the error > right. The odd thing to me, is that while the error says SSO is > failing, it most definitely is not. The user **is** successfully > logged in. > ----- error from syslog --- > Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 > Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting > Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No User) Just a note: ExternalAuth's SSO support is cookie based, not Apache/mod_auth_* based. It is not trying to do the same SSO as the core RT option. Thomas From trs at bestpractical.com Mon Oct 17 11:55:29 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Oct 2011 11:55:29 -0400 Subject: [rt-users] RT 4.0.2 SSL Email Verification Failed In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401EBDCB8@filipides.ad.ufrgs.br> References: <87C8AADF9E20C14C811B0AFA1747DA5401EBDCB8@filipides.ad.ufrgs.br> Message-ID: <4E9C4FF1.3020104@bestpractical.com> On 10/17/2011 11:51 AM, Luciano Ernesto da Silva wrote: > I was testing RT with a self-signed certificate(SSL), I send a email to > queue, but in /var/log/mail I got this: > > (temporary failure. Command output: An Error Occurred ================= > 500 Can't connect to rt4.dev.ufrgs.br:443 (certificate verify failed) ) > [snip] > > As described here > http://blogs.perl.org/users/brian_d_foy/2011/07/now-you-need-lwpprotocolhttps.html > I made and applied a patch against file > > Rt-mailgate, around line 151: > > - my $ua = LWP::UserAgent->new(); > > + my $ua = LWP::UserAgent->new(ssl_opts => { verify_hostname => 0 }); > > Patch link here: http://pastebin.com/DQCH3R8L > > Now perl don?t check the certificate, and the queues receive all messages. > > *My question: Is this the correct approach for that*? No, this is wrong from a security standpoint, although it works since you're ignoring the cert data. You'll be vulnerable to a MITM attack. You should instead take the advice of the second half of brian's blog post and tell LWP::UserAgent about your root CA or install the root CA into your operating system's list of trusted CAs (which means you don't have to patch rt-mailgate). Thomas From ruz at bestpractical.com Mon Oct 17 12:19:50 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 17 Oct 2011 20:19:50 +0400 Subject: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External In-Reply-To: <4E9C4F1A.5030600@bestpractical.com> References: <4E9C4F1A.5030600@bestpractical.com> Message-ID: Hi, >From my last hacking on ExternalAuth I recall noticing that in some case EA only lookups by Name and ignores any other mappings you may have. I suspect that after SSO Name in RT doesn't match mapped attribute in LDAP and EA fails to find record to fetch information. At the moment can not find that place in the code, but may be this is root of the problem. On Mon, Oct 17, 2011 at 7:51 PM, Thomas Sibley wrote: > On 10/14/2011 08:44 PM, John Andersen wrote: >> >> Hoping someone can point me to where I am going wrong. ?I have been >> trolling the wiki, cpan, this list, and Google for the last couple of >> days with no luck so far. ?Probably something apparent that I'm >> missing..... >> >> I am after the following behavior: >> ? - A user inside our network and on a machine my company controls >> will be auto-logged in via SSO (mod_auth_kerb) >> ? - Upon successful SSO login, even if it's a first time login, the >> user info in canonicalized from our LDAP dir (Active Directory) >> ? - If the user cannot use SSO, the login fails gracefully back to the >> form-based login built in to RT. >> ? - If the user successfully authenticates via >> RT::Authen::ExternalAuth the user info is again canonicalized even if >> it's a first time login. >> ? - If an email is received from a requester, the email is looked up >> in LDAP to canonicalize the user info as well. >> ? - If the email address does NOT exist in the LDAP directory, go >> ahead and create an account anyway using the email address as the >> username. > > You may just want to run with mod_auth_kerb and RT::Extension::LDAPImport > running periodically, cutting RT::Authen::ExternalAuth completely out of the > picture. ?This does require users can auth with mod_auth_kerb unless you > give them local RT passwords. > >> The message I get in the RT log (via syslog) when a user logs in with >> SSO seems to indicate that the user variable is not being set and >> passed to the RT::Authen::ExternalAuth extension if I read the error >> right. ?The odd thing to me, is that while the error says SSO is >> failing, it most definitely is not. ?The user **is** successfully >> logged in. >> ----- error from syslog --- >> Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 >> Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting >> Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No >> User) > > Just a note: ExternalAuth's SSO support is cookie based, not > Apache/mod_auth_* based. ?It is not trying to do the same SSO as the core RT > option. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From luciano at cpd.ufrgs.br Mon Oct 17 12:27:24 2011 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 17 Oct 2011 14:27:24 -0200 Subject: [rt-users] RES: RT 4.0.2 SSL Email Verification Failed In-Reply-To: <4E9C4FF1.3020104@bestpractical.com> References: <87C8AADF9E20C14C811B0AFA1747DA5401EBDCB8@filipides.ad.ufrgs.br> <4E9C4FF1.3020104@bestpractical.com> Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBDCD7@filipides.ad.ufrgs.br> Thomas, I made a motification for LWP User Agent in line 151(rt-mailgate), and seems to work ok. 151 my $ua = LWP::UserAgent->new(ssl_opts => {SSL_ca_file => '/etc/ssl/certs/mycert.crt'}); 152 # my $ua = LWP::UserAgent->new(); Ok? Luciano -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: segunda-feira, 17 de outubro de 2011 13:55 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RT 4.0.2 SSL Email Verification Failed On 10/17/2011 11:51 AM, Luciano Ernesto da Silva wrote: > I was testing RT with a self-signed certificate(SSL), I send a email > to queue, but in /var/log/mail I got this: > > (temporary failure. Command output: An Error Occurred > ================= > 500 Can't connect to rt4.myurl.com :443 (certificate verify failed) > ) > [snip] > > As described here > http://blogs.perl.org/users/brian_d_foy/2011/07/now-you-need-lwpprotoc > olhttps.html I made and applied a patch against file > > Rt-mailgate, around line 151: > > - my $ua = LWP::UserAgent->new(); > > + my $ua = LWP::UserAgent->new(ssl_opts => { verify_hostname => 0 }); > > Patch link here: http://pastebin.com/DQCH3R8L > > Now perl don?t check the certificate, and the queues receive all messages. > > *My question: Is this the correct approach for that*? No, this is wrong from a security standpoint, although it works since you're ignoring the cert data. You'll be vulnerable to a MITM attack. You should instead take the advice of the second half of brian's blog post and tell LWP::UserAgent about your root CA or install the root CA into your operating system's list of trusted CAs (which means you don't have to patch rt-mailgate). Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 From ruz at bestpractical.com Mon Oct 17 12:36:44 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 17 Oct 2011 20:36:44 +0400 Subject: [rt-users] timer/escalation/mail reminders (untouchedin script) In-Reply-To: <4E9C4B03.5070202@nlcom.nl> References: <4E9C4B03.5070202@nlcom.nl> Message-ID: Hi, In modern RT versions you can use TicketSQL for that. LastUpdated > '1 month ago'. More on search by dates on the wiki. So in crontool you use --search option instead of condition. On Mon, Oct 17, 2011 at 7:34 PM, Mayk Backus wrote: > Hi List, > > I'm new to RT, and i've spend a lot of time trying to get a feature working > i'm used to having in otrs. > > We need several queues in RT, each queue needs to notify "queue members" > when a ticket has gone by N amount of time without being worked on. > Searching around i found the untouchedin script on the wiki. Trying several > versions of the script, but all of them run into the same problem. rt-cron > runs ok for others jobs, but when i run it for the untouchedin script it > fails on : "Failed to load module RT::Condition::UntouchedInHours. (Can't > locate RT/I18N/en_us.pm" . I checked the posting not having the complete > script, trying the version suggested but to no avail. > > Having a look on a second system, pulling RT out of the ubuntu repo's , i > see the I18N directory containing more files, but not the en_us.pm file. > > Trying to create workarounds with a script upping the priority , and a > second rt-cron checking tickets with priorit higher then N commenting with a > custom template works, kinda-ish.. The drawback here is that the > ticketresponder needs to manually set back the priority to avoid being hit > up by an e-mail notification he's not responding to fast. > > To me, the untouchedin script could do the trick, since (the way i > understand i should work, but then agian, i'm a noob) it calculates the time > since last response and the time the script is run. If a ticketresponder > updates the ticket, the script does nothing. > > Can someone please point me in a direction to a sollution, i'm lost at the > moment. > My RT Version is 4.0.2 , running Ubuntu 10.04. > > Thank you in advance. > > regards > > Mayk Backus > NLcom > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * ?San Francisco, CA, USA ?October 18 & 19, 2011 > * ?Washington DC, USA ?October 31 & November 1, 2011 > * ?Barcelona, Spain ?November 28 & 29, 2011 > -- Best regards, Ruslan. From Joachim.Thuau at spacex.com Mon Oct 17 13:13:10 2011 From: Joachim.Thuau at spacex.com (Joachim Thuau) Date: Mon, 17 Oct 2011 17:13:10 +0000 Subject: [rt-users] no content editing for articles? In-Reply-To: <20111015011221.GR981@jibsheet.com> Message-ID: On 10/14/11 6:12 PM, "Kevin Falcone" wrote: >On Sat, Oct 15, 2011 at 12:21:41AM +0000, Joachim Thuau wrote: >>Hello List, >>We have setup RT4.0.2 on a debian host from source, against Pg 8.0.4, >>with >>apache2/mod_perl2 over SSL with kerberos auth in apache. >>RTFM seems to be included out of the box with the setup. but the content >>section, when trying to modify an article, doesn't have any UI elements >>to >>edit the content. >>Is there some javascript that should be taking care of updating the form >>to have the rich text UI? >>There are references to javascript -- /NoAuth/RichText/ckeditor.js -- >>which doesn't seem to exist on the filesystem, but my access log shows >>that it's getting accessed properly -- "GET /NoAuth/RichText/ckeditor.js >>HTTP/1.1" 200 -- in my ssl_access. >>I haven't seen anything specific in the /docs or the RT_Config.pm that >>references that. There doesn't seem to be anything related to that in the >>RT logs (they mostly have stuff about my ldapimport finding a bunch of >>empty groups). > >You missed docs/customizing/articles_introduction.pod > >It covers exactly the case you're discussing > > I have read that last week, and looked at it again this morning. I have successfully created an article last week. But I can't update content. Shouldn't there be some sort of textfield for me to put the article content into? (that was my problem). I do have a class (setup docs) and an article (setup machine). I can add links (ticket,etc), assign it to some topics, edit name, summary and change the class, but not "content". Look again at the HTML code below. The "content" part of the form is missing something... Thanks Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | >-kevin > >> I expect that it's missing a text area that would be replaced by jQuery >> once the page is loaded. >> >> The chunk of the page that has that part looks like this (see below). >>Note >> that the Content part is pretty short... >> >> >> ===8<--- >>
>id="EditArticle" >> enctype="multipart/form-data"> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >>

Basics

Name
Summary
Class >> Setup Documentation >> >>

Content

Links

Enter articles, tickets, or other URLs related to >> this article. >> Type a: before article numbers and t: before ticket >>numbers. >> Separate multiple entries with spaces. >> >>
Refers to:
>>
    >>
>>
Referred to by: >>
>>
    >>
>>

Topics

Topics >> >> >> >>
>>
> > >>
>>
>>
>> >> >> >> >> >> >>
>>
>>
>> >> >>
>> >> >> >> --->8=== >> >> Thanks, >> Jok >> >> -- >> | Joachim Thuau | Linux Systems Administrator / SpaceX | >> | Cell: 310-890-7937 | Office: 310-363-6153 | >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA ? October 18 & 19, 2011 >* Washington DC, USA ? October 31 & November 1, 2011 >* Barcelona, Spain ? November 28 & 29, 2011 From trs at bestpractical.com Mon Oct 17 13:29:59 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Oct 2011 13:29:59 -0400 Subject: [rt-users] no content editing for articles? In-Reply-To: References: Message-ID: <4E9C6617.5030608@bestpractical.com> On 10/17/2011 01:13 PM, Joachim Thuau wrote: >> You missed docs/customizing/articles_introduction.pod >> >> It covers exactly the case you're discussing > > I have read that last week, and looked at it again this morning. > > I have successfully created an article last week. But I can't update > content. Shouldn't there be some sort of textfield for me to put the > article content into? > (that was my problem). From the doc Kevin mentioned: =head2 Custom Fields Articles don't have a single "body" section for each article. Everything is a custom field (except for name, summary and some other basic metadata). So, you need to create some custom fields to hold the Article body and other data. These Custom Fields should have "Applies To" be "RTFM Articles". Once you've created your custom fields, go into your classes and click on "Custom Fields" and add the Custom Fields you want to each class. Alternatively, use the Applies To link from each Custom Field. Thomas From srikumarp at fb.com Mon Oct 17 13:47:12 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Mon, 17 Oct 2011 17:47:12 +0000 Subject: [rt-users] Creating ticket with Attachment using Perl APIs (4.0.2) Message-ID: I am trying to create a ticket with attachment thru the Perl APIs. I don't see a method in the RT::Ticket API for adding attachment during ticket creation. When looking at the RT::Attachment API it says "This module should never be instantiated directly by client code. it's an internal module which should only be instantiated through exported APIs". So wondering how I can create a ticket with attachment. If any one have a few of lines of sample code that will be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joachim.Thuau at spacex.com Mon Oct 17 13:53:47 2011 From: Joachim.Thuau at spacex.com (Joachim Thuau) Date: Mon, 17 Oct 2011 17:53:47 +0000 Subject: [rt-users] no content editing for articles? In-Reply-To: <4E9C6617.5030608@bestpractical.com> Message-ID: > add the Custom Fields you want to each class. This was the step I missed? Thanks, Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | From trs at bestpractical.com Mon Oct 17 14:03:21 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Oct 2011 14:03:21 -0400 Subject: [rt-users] Creating ticket with Attachment using Perl APIs (4.0.2) In-Reply-To: References: Message-ID: <4E9C6DE9.4000400@bestpractical.com> On 10/17/2011 01:47 PM, Srikumar Nair wrote: > I am trying to create a ticket with attachment thru the Perl APIs. > > I don't see a method in the RT::Ticket API for adding attachment during > ticket creation. > > When looking at the RT::Attachment API it says "This module should never > be instantiated directly by client code. it's an internal module which > should only be instantiated through exported APIs". > > So wondering how I can create a ticket with attachment. You need to construct a MIME entity and pass it in as the MIMEObj argument. There is a not terribly simple example of this in CreateTicket in RT::Interface::Web. Thomas From trs at bestpractical.com Mon Oct 17 14:38:09 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Oct 2011 14:38:09 -0400 Subject: [rt-users] Can't select user at the page Global User Rights In-Reply-To: References: <4E95AFCC.2090004@bestpractical.com> <4E95D060.4090404@bestpractical.com> <4E95EFF8.3040305@bestpractical.com> <4E986997.60706@bestpractical.com> Message-ID: <4E9C7611.9040606@bestpractical.com> On 10/17/2011 11:09 AM, Aline Guedes wrote: > Hello Thomas, > > Follows the configuration page attached. The query you asked me to run > gives me 233 rows as output (attached). Both rt and apache logs don't > show any errors. Ah ha. I identified a bug in RT::Extension::MergeUsers that was causing your problem. Version 0.06 of that extension was just released with a fix. You'll be able to download it from CPAN soon: https://metacpan.org/module/RT::Extension::MergeUsers Let the list know if this fixes your problem as expected. Thank you for all the helpful debugging info that aided in finding the bug. Best, Thomas From mister.n at bk.ru Mon Oct 17 14:50:12 2011 From: mister.n at bk.ru (=?UTF-8?B?TiBO?=) Date: Mon, 17 Oct 2011 22:50:12 +0400 Subject: [rt-users] =?utf-8?q?=22On_Approval=22_notifications_-_how_to_set?= =?utf-8?q?=3F?= Message-ID: I have created a queue "Purchase" and a queue "Purchase-Approval". In "Purchase", I create a template and a scrip, that create an approval ticket in "Purchase-Approval". Works OK: when a ticket is submitted to "Purchase", an approval ticket is automatically created in "Purchase-Approval". Although it is not listed in "Purchase-Approval", the dependency is created and visible in the "Links" section of the parent ticket. How and where do I create a template/scrip pair(s) to notify the parent ticket Owner and/or Requestor that their request has been approved? My assumption was that I have to create them in "Purchase-Approval" as an action triggered on resolve, but that doesn't seem to work. I'd like to note that I will need several approval queues. I have read the 'official' wiki-based documentation, including http://requesttracker.wikia.com/wiki/ManualApprovals. I do not get it about __Approvals queue. Can there be only one single queue for approvals? Thanks in advance. A. From kfcrocker at lbl.gov Mon Oct 17 15:05:00 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 17 Oct 2011 12:05:00 -0700 Subject: [rt-users] timer/escalation/mail reminders (untouchedin script) In-Reply-To: <4E9C4B03.5070202@nlcom.nl> References: <4E9C4B03.5070202@nlcom.nl> Message-ID: Mayk, I like using Dashboards for this type of function. Create a search to give you what you want and then create a Dashboard to run it and set up your subscription for the timing. Kenn LBNL On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus wrote: > Hi List, > > I'm new to RT, and i've spend a lot of time trying to get a feature working > i'm used to having in otrs. > > We need several queues in RT, each queue needs to notify "queue members" > when a ticket has gone by N amount of time without being worked on. > Searching around i found the untouchedin script on the wiki. Trying several > versions of the script, but all of them run into the same problem. rt-cron > runs ok for others jobs, but when i run it for the untouchedin script it > fails on : "Failed to load module RT::Condition::**UntouchedInHours. > (Can't locate RT/I18N/en_us.pm" . I checked the posting not having the > complete script, trying the version suggested but to no avail. > > Having a look on a second system, pulling RT out of the ubuntu repo's , i > see the I18N directory containing more files, but not the en_us.pm file. > > Trying to create workarounds with a script upping the priority , and a > second rt-cron checking tickets with priorit higher then N commenting with a > custom template works, kinda-ish.. The drawback here is that the > ticketresponder needs to manually set back the priority to avoid being hit > up by an e-mail notification he's not responding to fast. > > To me, the untouchedin script could do the trick, since (the way i > understand i should work, but then agian, i'm a noob) it calculates the time > since last response and the time the script is run. If a ticketresponder > updates the ticket, the script does nothing. > > Can someone please point me in a direction to a sollution, i'm lost at the > moment. > My RT Version is 4.0.2 , running Ubuntu 10.04. > > Thank you in advance. > > regards > > Mayk Backus > NLcom > > -------- > RT Training Sessions (http://bestpractical.com/**services/training.html > ) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From srikumarp at fb.com Mon Oct 17 15:44:47 2011 From: srikumarp at fb.com (Srikumar Nair) Date: Mon, 17 Oct 2011 19:44:47 +0000 Subject: [rt-users] Creating ticket with Attachment using Perl APIs (4.0.2) In-Reply-To: <4E9C6DE9.4000400@bestpractical.com> Message-ID: Thanks Thomas.. Following lines of code did what I was looking for.. my $mimeObj = MIME::Entity->build(Description => "My Attachment", Path => "/path/to/file/file.pdf", Type => "application/pdf", Encoding => "base64"); $mimeObj->attach(Path => "/path/to/file2/file2.pdf", Type => "application/pdf", Encoding => "base64"); My @retValues = $ticket->Create( Queue => 'My Queue', Subject => 'Create Ticket with PDF ', MIMEObj => $mimeObj); On 10/17/11 11:03 AM, "Thomas Sibley" wrote: >On 10/17/2011 01:47 PM, Srikumar Nair wrote: >> I am trying to create a ticket with attachment thru the Perl APIs. >> >> I don't see a method in the RT::Ticket API for adding attachment during >> ticket creation. >> >> When looking at the RT::Attachment API it says "This module should never >> be instantiated directly by client code. it's an internal module which >> should only be instantiated through exported APIs". >> >> So wondering how I can create a ticket with attachment. > >You need to construct a MIME entity and pass it in as the MIMEObj >argument. There is a not terribly simple example of this in >CreateTicket in RT::Interface::Web. > >Thomas >-------- >RT Training Sessions (http://bestpractical.com/services/training.html) >* San Francisco, CA, USA October 18 & 19, 2011 >* Washington DC, USA October 31 & November 1, 2011 >* Barcelona, Spain November 28 & 29, 2011 From john at yvig.com Mon Oct 17 16:15:04 2011 From: john at yvig.com (John Andersen) Date: Mon, 17 Oct 2011 13:15:04 -0700 Subject: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External In-Reply-To: <4E9C4F1A.5030600@bestpractical.com> References: <4E9C4F1A.5030600@bestpractical.com> Message-ID: On Mon, Oct 17, 2011 at 8:51 AM, Thomas Sibley wrote: > On 10/14/2011 08:44 PM, John Andersen wrote: >> >> Hoping someone can point me to where I am going wrong. ?I have been >> trolling the wiki, cpan, this list, and Google for the last couple of >> days with no luck so far. ?Probably something apparent that I'm >> missing..... >> >> I am after the following behavior: >> ? - A user inside our network and on a machine my company controls >> will be auto-logged in via SSO (mod_auth_kerb) >> ? - Upon successful SSO login, even if it's a first time login, the >> user info in canonicalized from our LDAP dir (Active Directory) >> ? - If the user cannot use SSO, the login fails gracefully back to the >> form-based login built in to RT. >> ? - If the user successfully authenticates via >> RT::Authen::ExternalAuth the user info is again canonicalized even if >> it's a first time login. >> ? - If an email is received from a requester, the email is looked up >> in LDAP to canonicalize the user info as well. >> ? - If the email address does NOT exist in the LDAP directory, go >> ahead and create an account anyway using the email address as the >> username. > > You may just want to run with mod_auth_kerb and RT::Extension::LDAPImport > running periodically, cutting RT::Authen::ExternalAuth completely out of the > picture. ?This does require users can auth with mod_auth_kerb unless you > give them local RT passwords. Not a bad idea. That would actually work in my situation since getting the users into the database is not time critical. Running LDAPImport daily would probably work just fine. I know it's petty but I was kind of hoping for the form based login from outside the network.... >> The message I get in the RT log (via syslog) when a user logs in with >> SSO seems to indicate that the user variable is not being set and >> passed to the RT::Authen::ExternalAuth extension if I read the error >> right. ?The odd thing to me, is that while the error says SSO is >> failing, it most definitely is not. ?The user **is** successfully >> logged in. >> ----- error from syslog --- >> Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 >> Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting >> Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No >> User) > > Just a note: ExternalAuth's SSO support is cookie based, not > Apache/mod_auth_* based. ?It is not trying to do the same SSO as the core RT > option. > > Thomas I did see that. For some reason, I had the idea that even using $WebExternalAuth it would kick off CanonicalizeUserInfo() after logging in, but that doesn't seem to be happening. Or rather, it *does* seem to be happening but it is running it without the username key from mod_auth_kerberos. Thanks again for the info. I will either try your suggestion above or go in another direction. Thanks! From neven.vucinic at adria24.net Mon Oct 17 16:28:19 2011 From: neven.vucinic at adria24.net (Neven Vucinic | Adria24) Date: Mon, 17 Oct 2011 22:28:19 +0200 Subject: [rt-users] replay to ticket with template Message-ID: Hi, everyone, quick question: how to replay on a new ticket with precreated template? From andy.goktas at state.or.us Mon Oct 17 17:38:41 2011 From: andy.goktas at state.or.us (Andy GOKTAS) Date: Mon, 17 Oct 2011 14:38:41 -0700 Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emails go to NeverNeverLand? Message-ID: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US> Hello, I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a "Requestor" of a ticket)? We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending). I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as "Requestor" or "Owner")? Thanks, Andy Goktas From Izz.Abdullah at hibbett.com Mon Oct 17 17:45:51 2011 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 17 Oct 2011 16:45:51 -0500 Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand? In-Reply-To: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US> References: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US> Message-ID: Probably only if you have disabled the user from within RT itself. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy GOKTAS Sent: Monday, October 17, 2011 4:39 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand? Hello, I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a "Requestor" of a ticket)? We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending). I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as "Requestor" or "Owner")? Thanks, Andy Goktas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 From andy.goktas at state.or.us Mon Oct 17 17:56:54 2011 From: andy.goktas at state.or.us (Andy GOKTAS) Date: Mon, 17 Oct 2011 14:56:54 -0700 Subject: [rt-users] Old Email/RT user accounts and SMTP nofication...Emailsgo to NeverNeverLand? In-Reply-To: References: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US> Message-ID: <4E9C4235.649C.00EE.0@PERS.STATE.OR.US> So are you saying that it does a query on the "RT user list" to determine if it should/shouldn't send an email to that user? If an RT user is disabled or deleted, wouldn't it still attempt to send to that user/email since it's still attached to an old ticket (update to this particular old ticket of course)? Anyone out there have a snip of the code where it handles this? Thanks, Andy Goktas >>> Izz Abdullah 10/17/2011 2:45 PM >>> Probably only if you have disabled the user from within RT itself. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy GOKTAS Sent: Monday, October 17, 2011 4:39 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand? Hello, I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a "Requestor" of a ticket)? We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending). I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as "Requestor" or "Owner")? Thanks, Andy Goktas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011 From backus at nlcom.nl Mon Oct 17 18:01:28 2011 From: backus at nlcom.nl (Mayk Backus) Date: Tue, 18 Oct 2011 00:01:28 +0200 Subject: [rt-users] timer/escalation/mail reminders (untouchedin script) In-Reply-To: References: <4E9C4B03.5070202@nlcom.nl> Message-ID: <4E9CA5B8.4010809@nlcom.nl> Hi Kenneth, thank you for the reply. I was looking into what i could do with dashboards.. The subscription timing is run once a day only, or you need to create more dashes ? The notification i need has to run every 5 minutes to find a ticket. I think i would be better off with rt-crontool then ? Regards, Mayk On 10/17/11 9:05 PM, Kenneth Crocker wrote: > Mayk, > > I like using Dashboards for this type of function. Create a search to > give you what you want and then create a Dashboard to run it and set > up your subscription for the timing. > > Kenn > LBNL > > On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus > wrote: > > Hi List, > > I'm new to RT, and i've spend a lot of time trying to get a > feature working i'm used to having in otrs. > > We need several queues in RT, each queue needs to notify "queue > members" when a ticket has gone by N amount of time without being > worked on. Searching around i found the untouchedin script on the > wiki. Trying several versions of the script, but all of them run > into the same problem. rt-cron runs ok for others jobs, but when i > run it for the untouchedin script it fails on : "Failed to load > module RT::Condition::UntouchedInHours. (Can't locate > RT/I18N/en_us.pm " . I checked the posting not > having the complete script, trying the version suggested but to no > avail. > > Having a look on a second system, pulling RT out of the ubuntu > repo's , i see the I18N directory containing more files, but not > the en_us.pm file. > > Trying to create workarounds with a script upping the priority , > and a second rt-cron checking tickets with priorit higher then N > commenting with a custom template works, kinda-ish.. The drawback > here is that the ticketresponder needs to manually set back the > priority to avoid being hit up by an e-mail notification he's not > responding to fast. > > To me, the untouchedin script could do the trick, since (the way i > understand i should work, but then agian, i'm a noob) it > calculates the time since last response and the time the script is > run. If a ticketresponder updates the ticket, the script does nothing. > > Can someone please point me in a direction to a sollution, i'm > lost at the moment. > My RT Version is 4.0.2 , running Ubuntu 10.04. > > Thank you in advance. > > regards > > Mayk Backus > NLcom > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Oct 17 18:06:36 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 17 Oct 2011 18:06:36 -0400 Subject: [rt-users] Why aren't text/plain parts displayed in 
Message-ID: <4E9CA6EC.9040706@kickflop.net>

I've always wondered this.  Surely there's a reason.


From trs at bestpractical.com  Mon Oct 17 18:10:07 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 17 Oct 2011 18:10:07 -0400
Subject: [rt-users] Why aren't text/plain parts displayed in 
In-Reply-To: <4E9CA6EC.9040706@kickflop.net>
References: <4E9CA6EC.9040706@kickflop.net>
Message-ID: <4E9CA7BF.3030608@bestpractical.com>

On 10/17/2011 06:06 PM, Jeff Blaine wrote:
> I've always wondered this. Surely there's a reason.

It's a preference.



From trs at bestpractical.com  Mon Oct 17 18:11:12 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 17 Oct 2011 18:11:12 -0400
Subject: [rt-users] Old Email/RT user accounts and SMTP nofication...
 Emails go to	NeverNeverLand?
In-Reply-To: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US>
References: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US>
Message-ID: <4E9CA800.9030409@bestpractical.com>

On 10/17/2011 05:38 PM, Andy GOKTAS wrote:
> I guess my question is:  How does RT handle bad emails?  Does it re-try?  Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as "Requestor" or "Owner")?

RT doesn't have any re-trying logic in it.  It simply delivers to the 
local MTA (or whatever you have configured) and lets that deal with it.

Thomas


From ruz at bestpractical.com  Mon Oct 17 18:13:38 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 18 Oct 2011 02:13:38 +0400
Subject: [rt-users] timer/escalation/mail reminders (untouchedin script)
In-Reply-To: <4E9CA5B8.4010809@nlcom.nl>
References: <4E9C4B03.5070202@nlcom.nl>
	
	<4E9CA5B8.4010809@nlcom.nl>
Message-ID: 

On Tue, Oct 18, 2011 at 2:01 AM, Mayk Backus  wrote:
> Hi Kenneth,
>
> thank you for the reply. I was looking into what i could do with
> dashboards.. The subscription timing is run once a day only, or you need to
> create more dashes ? The notification i need has to run every 5 minutes to
> find a ticket. I think i would be better off with rt-crontool then ?

Yes. You would be better with crontool. As far as I remember
Dashboards are mailed even if search is empty.

> Regards,
>
> Mayk
>
>
> On 10/17/11 9:05 PM, Kenneth Crocker wrote:
>
> Mayk,
>
> I like using Dashboards for this type of function. Create a search to give
> you what you want and then create a Dashboard to run it and set up your
> subscription for the timing.
>
> Kenn
> LBNL
>
> On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus  wrote:
>>
>> Hi List,
>>
>> I'm new to RT, and i've spend a lot of time trying to get a feature
>> working i'm used to having in otrs.
>>
>> We need several queues in RT, each queue needs to notify "queue members"
>> when a ticket has gone by N amount of time without being worked on.
>> Searching around i found the untouchedin script on the wiki. Trying several
>> versions of the script, but all of them run into the same problem. rt-cron
>> runs ok for others jobs, but when i run it for the untouchedin script it
>> fails on : "Failed to load module RT::Condition::UntouchedInHours. (Can't
>> locate RT/I18N/en_us.pm" . I checked the posting not having the complete
>> script, trying the version suggested but to no avail.
>>
>> Having a look on a second system, pulling RT out of the ubuntu repo's , i
>> see the I18N directory containing more files, but not the en_us.pm file.
>>
>> Trying to create workarounds with a script upping the priority , and a
>> second rt-cron checking tickets with priorit higher then N commenting with a
>> custom template works, kinda-ish.. The drawback here is that the
>> ticketresponder needs to manually set back the priority to avoid being hit
>> up by an e-mail notification he's not responding to fast.
>>
>> To me, the untouchedin script could do the trick, since (the way i
>> understand i should work, but then agian, i'm a noob) it calculates the time
>> since last response and the time the script is run. If a ticketresponder
>> updates the ticket, the script does nothing.
>>
>> Can someone please point me in a direction to a sollution, i'm lost at the
>> moment.
>> My RT Version is 4.0.2 , running Ubuntu 10.04.
>>
>> Thank you in advance.
>>
>> regards
>>
>> Mayk Backus
>> NLcom
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * ?San Francisco, CA, USA ?October 18 & 19, 2011
>> * ?Washington DC, USA ?October 31 & November 1, 2011
>> * ?Barcelona, Spain ?November 28 & 29, 2011
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?San Francisco, CA, USA ? October 18 & 19, 2011
> * ?Washington DC, USA ? October 31 & November 1, 2011
> * ?Barcelona, Spain ? November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From simon.gao at schrodinger.com  Mon Oct 17 18:19:20 2011
From: simon.gao at schrodinger.com (Simon Gao)
Date: Mon, 17 Oct 2011 15:19:20 -0700
Subject: [rt-users] Fwd: [IT] Raid error on amaris.schrodinger.com
In-Reply-To: <201110161415.p9GEF49I023977@amaris.schrodinger.com>
References: <201110161415.p9GEF49I023977@amaris.schrodinger.com>
Message-ID: 

Open a ticket to keep track of this disk failure.

---------- Forwarded message ----------
From: 
Date: Sun, Oct 16, 2011 at 7:15 AM
Subject: [IT] Raid error on amaris.schrodinger.com
To:


 pool: apool
 state: DEGRADED
status: One or more devices are faulted in response to persistent errors.
       Sufficient replicas exist for the pool to continue functioning in a
       degraded state.
action: Replace the faulted device, or use 'zpool clear' to mark the device
       repaired.
 scrub: resilver in progress for 3h43m, 20.17% done, 14h46m to go
config:

       NAME           STATE     READ WRITE CKSUM
       apool          DEGRADED     0     0     0
         raidz1       ONLINE       0     0     0
           c0t27d0    ONLINE       0     0     0
           c0t18d0    ONLINE       0     0     0
           c0t19d0    ONLINE       0     0     0
           c0t20d0    ONLINE       0     0     0
           c0t21d0    ONLINE       0     0     0
         raidz1       DEGRADED     0     0     0
           c0t22d0    ONLINE       0     0     0
           c0t23d0    ONLINE       0     0     0
           c0t24d0    ONLINE       0     0     0
           c0t25d0    ONLINE       0     0     0
           spare      DEGRADED     0     0     0
             c0t26d0  FAULTED     11     0     0  too many errors
             c0t28d0  ONLINE       0     0     0
       spares
         c0t28d0      INUSE     currently in use
         c0t17d0      AVAIL

errors: No known data errors

 pool: rpool
 state: ONLINE
 scrub: none requested
config:

       NAME           STATE     READ WRITE CKSUM
       rpool          ONLINE       0     0     0
         mirror       ONLINE       0     0     0
           c0t15d0s0  ONLINE       0     0     0
           c0t16d0s0  ONLINE       0     0     0

errors: No known data errors

 pool: testpool
 state: ONLINE
 scrub: none requested
config:

       NAME         STATE     READ WRITE CKSUM
       testpool     ONLINE       0     0     0
         raidz1     ONLINE       0     0     0
           c0t33d0  ONLINE       0     0     0
           c0t34d0  ONLINE       0     0     0

errors: No known data errors

--
You received this message because you are subscribed to the Google Groups
"IT" group.
To post to this group, send email to it at schrodinger.com.
To unsubscribe from this group, send email to it+unsubscribe at schrodinger.com
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From srikumarp at fb.com  Mon Oct 17 18:33:36 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Mon, 17 Oct 2011 22:33:36 +0000
Subject: [rt-users] Setting Custom Field during Ticket creation in Perl API
	(4.0.2)
Message-ID: 

I am trying to set a Custom Field Value during the creation of a ticket with the following piece of code. But the value ("SN-1234") is not getting added to custom field
(BTW, I already pre created the Custom Field for the Ticket object and made it Global).

What am I doing wrong? Is SetIncludeContentForValue the correct API call?

=================
my $cf = RT::CustomField->new($RT::SystemUser);
$cf->Load('Store Number');

unless ($cf->id) {
  $RT::Logger->error( "Couldn't load custom field " . "Store Number");
}

$cf->SetIncludeContentForValue ("SN-1234");

@retValues = $ticket->Create( Queue => 'My Store Queue', Subject => 'Test Ticket for Store 1234 ', CustomField => $cf);
=================

Thanks


~
~
~
~
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From falcone at bestpractical.com  Mon Oct 17 20:59:15 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 17 Oct 2011 17:59:15 -0700
Subject: [rt-users] Trying to sort out the combination of
 $WebExternalAuth and and RT::Authen::External
In-Reply-To: 
References: 
	<4E9C4F1A.5030600@bestpractical.com>
	
Message-ID: <20111018005915.GS981@jibsheet.com>

On Mon, Oct 17, 2011 at 01:15:04PM -0700, John Andersen wrote:
> 
> I know it's petty but I was kind of hoping for the form based login
> from outside the network....
> 

Try playing around with the Satisfy Apache directive.  It may be able to do
what you want.

-kevin
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From falcone at bestpractical.com  Mon Oct 17 20:59:39 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 17 Oct 2011 17:59:39 -0700
Subject: [rt-users] replay to ticket with template
In-Reply-To: 
References: 
Message-ID: <20111018005939.GT981@jibsheet.com>

On Mon, Oct 17, 2011 at 10:28:19PM +0200, Neven Vucinic | Adria24 wrote:
> Hi, everyone, quick question: how to replay on a new ticket with
> precreated template?

Sounds like you want to look into Articles (or RTFM if you're using
3.8)

-kevin
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From falcone at bestpractical.com  Tue Oct 18 02:06:05 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 17 Oct 2011 23:06:05 -0700
Subject: [rt-users] Help with Extension::QuickUpdate
In-Reply-To: <6990D655F21042429255D412BF87F840937160@ELMO.hcske.local>
References: <6990D655F21042429255D412BF87F840937160@ELMO.hcske.local>
Message-ID: <20111018060605.GU981@jibsheet.com>

On Mon, Oct 17, 2011 at 02:31:13PM +0100, Peter Nugent wrote:
>    I'm running RT 3.8.7 on Ubuntu 10.04 and trying to get the QuickUpdate extension functional. I
>    know I'm running an old version of RT but would prefer to stay with it until I'm 100%
>    comfortable with how everything works.

Unfortunately, it looks like the patch that supports that extension
9ad0e628035a48ab730e47a768963841677ee61b
Only made it into a release with 3.8.8

-kevin
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From fireskyer at gmx.de  Tue Oct 18 05:44:32 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 18 Oct 2011 02:44:32 -0700 (PDT)
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: <32623297.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
Message-ID: <32672959.post@talk.nabble.com>


i think There's something wrong here.

i have posted some other issues before but nobody made an  reply at it. 

so from my point of view there can be 2 circumstances why is it so ...:


1. my english is very well and nobody understood me ... (  ps: sorry for my
english which is'nt the yellow from the egg or ... the cream of the crop; 
don't whats right in this case,)


2. or my problems are so difficult to solve that no one has an answer... 


so if it's n1. than i will try to write things in a more comprehensible way
....


if it's number 2 doesn't matter i have to find out a solution from myself
.... 




best regards 

john  s. 



-- 
View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32672959.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From mister.n at bk.ru  Tue Oct 18 06:57:21 2011
From: mister.n at bk.ru (=?UTF-8?B?TiBO?=)
Date: Tue, 18 Oct 2011 14:57:21 +0400
Subject: [rt-users] =?utf-8?q?On_Approval_notify_owner_-_how=3F?=
Message-ID: 

There's a ticket and one or more 'approval' tickets created for it automatically. The owner is therefore assigned later, after the 'approval' tickets are created, and probably BEFORE the ticket is approved. The problem: how to notify ONLY the ticket owner once it has been approved instead of notifying the entire list of Watchers (my present solution)?

Is there a way to update a ticked based on event in the linked ticket? Like changing AdminCC from group to user?  

From tobiasbp at gmail.com  Tue Oct 18 07:48:32 2011
From: tobiasbp at gmail.com (tobiasbp)
Date: Tue, 18 Oct 2011 13:48:32 +0200
Subject: [rt-users] Accessing and updating a custom field in queue with perl
	API?
Message-ID: 

Hello list.

I need to update a custom field for a queue using the perl API. I'm
running RT 3.8.8 on Debian stable.


I'm running through my queues. I want to access the value stored in
the custom field with id 5. The queue may or may not have the custom
field.

This code prints out the name of the custom field I'm interested in
for the relevant queues. I can not, however, figure out how to get to
the value stored in the field:

my $CFs = $queue_obj->CustomFields;
while (my $CF = $CFs->Next) {
  if ($CF->id == 5) {
    print $CF->Name . "\n";
  }
}

1. How do I the value stored in the field?
2. How can I update/change the value stored in the field?

Regards,
Tobias


From AlexYoung at HousingPartners.co.uk  Tue Oct 18 08:17:40 2011
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Tue, 18 Oct 2011 13:17:40 +0100
Subject: [rt-users] text file attachments being stripped
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E6402129775@s-wor-e-001.SCOUTSOFFICE.local>

Hi,

                We are seeing an odd thing happening with outbound email
when there is a text file attachment. It's being stripped out at some
point. All other file attachments work fine. Also inbound text file work
fine.

 

The ticket history does show the text/plain attachment on the
Correspondence added transaction.

 

$MailCommand is set to the default sendmailpipe.

 

Anyone know why or what is dropping the text/plain attachments outbound?

 

Thanks,

Alex

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From AlexYoung at HousingPartners.co.uk  Tue Oct 18 08:23:37 2011
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Tue, 18 Oct 2011 13:23:37 +0100
Subject: [rt-users] FW: text file attachments being stripped
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E6402129777@s-wor-e-001.SCOUTSOFFICE.local>

Sorry, should have mentioned this is on RT 3.8.8 and that postfix is
also installed for collecting email for RT.

 

From: Alex Young 
Sent: 18 October 2011 13:18
To: rt-users at lists.bestpractical.com
Subject: text file attachments being stripped

 

Hi,

                We are seeing an odd thing happening with outbound email
when there is a text file attachment. It's being stripped out at some
point. All other file attachments work fine. Also inbound text file work
fine.

 

The ticket history does show the text/plain attachment on the
Correspondence added transaction.

 

$MailCommand is set to the default sendmailpipe.

 

Anyone know why or what is dropping the text/plain attachments outbound?

 

Thanks,

Alex

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From aline.guedes at gmail.com  Tue Oct 18 08:54:03 2011
From: aline.guedes at gmail.com (Aline Guedes)
Date: Tue, 18 Oct 2011 10:54:03 -0200
Subject: [rt-users] Can't select user at the page Global User Rights
In-Reply-To: <4E9C7611.9040606@bestpractical.com>
References: 
	<4E95AFCC.2090004@bestpractical.com>
	
	<4E95D060.4090404@bestpractical.com>
	
	<4E95EFF8.3040305@bestpractical.com>
	
	<4E986997.60706@bestpractical.com>
	
	<4E9C7611.9040606@bestpractical.com>
Message-ID: 

Hello Thomas,

You were right! Upgrading RT::Extension:MergeUsers fixed the problem. Thanks
a lot for your help on getting this problem solved.

Best regards,
Aline

On Mon, Oct 17, 2011 at 4:38 PM, Thomas Sibley wrote:

> On 10/17/2011 11:09 AM, Aline Guedes wrote:
>
>> Hello Thomas,
>>
>> Follows the configuration page attached. The query you asked me to run
>> gives me 233 rows as output (attached). Both rt and apache logs don't
>> show any errors.
>>
>
> Ah ha.  I identified a bug in RT::Extension::MergeUsers that was causing
> your problem.  Version 0.06 of that extension was just released with a fix.
>  You'll be able to download it from CPAN soon:
> https://metacpan.org/module/**RT::Extension::MergeUsers
>
> Let the list know if this fixes your problem as expected.  Thank you for
> all the helpful debugging info that aided in finding the bug.
>
> Best,
> Thomas
>
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From falcone at bestpractical.com  Tue Oct 18 10:15:13 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Oct 2011 07:15:13 -0700
Subject: [rt-users] On Approval notify owner - how?
In-Reply-To: 
References: 
Message-ID: <20111018141513.GV981@jibsheet.com>

On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
> There's a ticket and one or more 'approval' tickets created for it automatically. The owner is therefore assigned later, after the 'approval' tickets are created, and probably BEFORE the ticket is approved. The problem: how to notify ONLY the ticket owner once it has been approved instead of notifying the entire list of Watchers (my present solution)?
> 
> Is there a way to update a ticked based on event in the linked ticket? Like changing AdminCC from group to user?  

If you're using RT's built in ___Approvals queue in the standard way,
a Notify Owner Scrip will be run on the original ticket when the approval
passes (along with a Correspondence being run).

-kevin
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From falcone at bestpractical.com  Tue Oct 18 10:22:19 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Oct 2011 07:22:19 -0700
Subject: [rt-users] Accessing and updating a custom field in queue with
 perl API?
In-Reply-To: 
References: 
Message-ID: <20111018142219.GW981@jibsheet.com>

On Tue, Oct 18, 2011 at 01:48:32PM +0200, tobiasbp wrote:
> Hello list.
> 
> I need to update a custom field for a queue using the perl API. I'm
> running RT 3.8.8 on Debian stable.
> 
> 
> I'm running through my queues. I want to access the value stored in
> the custom field with id 5. The queue may or may not have the custom
> field.
> 
> This code prints out the name of the custom field I'm interested in
> for the relevant queues. I can not, however, figure out how to get to
> the value stored in the field:
> 
> my $CFs = $queue_obj->CustomFields;
> while (my $CF = $CFs->Next) {
>   if ($CF->id == 5) {
>     print $CF->Name . "\n";
>   }
> }
> 
> 1. How do I the value stored in the field?
> 2. How can I update/change the value stored in the field?

Does $queue_obj->FirstCustomFieldValue(5); do what you want?

-kevin
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From peter.nugent at hetg.ie  Tue Oct 18 10:39:20 2011
From: peter.nugent at hetg.ie (Peter Nugent)
Date: Tue, 18 Oct 2011 15:39:20 +0100
Subject: [rt-users] Help with Extension::QuickUpdate
References: <6990D655F21042429255D412BF87F840937160@ELMO.hcske.local>
	<20111018060605.GU981@jibsheet.com>
Message-ID: <6990D655F21042429255D412BF87F8409371BD@ELMO.hcske.local>

Ahh ok thanks for that Kevin. Out of interest is that something I could
of found out for myself?

Peter


 
 
 Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522
Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | mailto:peter.nugent at hetg.ie | http://www.hetg.ie
 
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-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 18 October 2011 07:06
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help with Extension::QuickUpdate

On Mon, Oct 17, 2011 at 02:31:13PM +0100, Peter Nugent wrote:
>    I'm running RT 3.8.7 on Ubuntu 10.04 and trying to get the
QuickUpdate extension functional. I
>    know I'm running an old version of RT but would prefer to stay with
it until I'm 100%
>    comfortable with how everything works.

Unfortunately, it looks like the patch that supports that extension
9ad0e628035a48ab730e47a768963841677ee61b
Only made it into a release with 3.8.8

-kevin


From falcone at bestpractical.com  Tue Oct 18 11:05:39 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Oct 2011 08:05:39 -0700
Subject: [rt-users] Help with Extension::QuickUpdate
In-Reply-To: <6990D655F21042429255D412BF87F8409371BD@ELMO.hcske.local>
References: <6990D655F21042429255D412BF87F840937160@ELMO.hcske.local>
	<20111018060605.GU981@jibsheet.com>
	<6990D655F21042429255D412BF87F8409371BD@ELMO.hcske.local>
Message-ID: <20111018150539.GX981@jibsheet.com>

On Tue, Oct 18, 2011 at 03:39:20PM +0100, Peter Nugent wrote:
> Ahh ok thanks for that Kevin. Out of interest is that something I could
> of found out for myself?

Well, I installed it on 3.8-trunk and 4.0-trunk because I was curious
if it worked in both places and sure enough, it worked for me.
I know that with this kind of extension, the problem often ends up
being 'does the callback exist?' so:

The thing to notice is that
Ticket/Elements/ShowSummary/RightColumnTop
requires that
Ticket/Elements/ShowSummary have a $m->callback with RightColumnTop

git blame, git log, git tag --contains and you get the version it was
introduced.

BTW, I fully expect that applying the sha I noted will go cleanly on
3.8.7 and work, but I haven't tested that.

-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: 18 October 2011 07:06
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Help with Extension::QuickUpdate
> 
> On Mon, Oct 17, 2011 at 02:31:13PM +0100, Peter Nugent wrote:
> >    I'm running RT 3.8.7 on Ubuntu 10.04 and trying to get the
> QuickUpdate extension functional. I
> >    know I'm running an old version of RT but would prefer to stay with
> it until I'm 100%
> >    comfortable with how everything works.
> 
> Unfortunately, it looks like the patch that supports that extension
> 9ad0e628035a48ab730e47a768963841677ee61b
> Only made it into a release with 3.8.8
> 
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
-------------- next part --------------
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From mister.n at bk.ru  Tue Oct 18 12:09:51 2011
From: mister.n at bk.ru (=?UTF-8?B?TiBO?=)
Date: Tue, 18 Oct 2011 20:09:51 +0400
Subject: [rt-users] =?utf-8?q?On_Approval_notify_owner_-_how=3F?=
In-Reply-To: <20111018141513.GV981@jibsheet.com>
References: 
	<20111018141513.GV981@jibsheet.com>
Message-ID: 

Thank you, Kevin!

Yes, it works with ___Approvals, but I need several 'approval' queues (for better or worse, we have a rather elaborated organizational structure). Perhaps, my question should really be: how can I clone the  ___Approvals queue special behavior to other queues?


18 ??????? 2011, 18:15 ?? Kevin Falcone :
> On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
> > There's a ticket and one or more 'approval' tickets created for it
> automatically. The owner is therefore assigned later, after the 'approval'
> tickets are created, and probably BEFORE the ticket is approved. The problem:
> how to notify ONLY the ticket owner once it has been approved instead of
> notifying the entire list of Watchers (my present solution)?
> > 
> > Is there a way to update a ticked based on event in the linked ticket? Like
> changing AdminCC from group to user?  
> 
> If you're using RT's built in ___Approvals queue in the standard way,
> a Notify Owner Scrip will be run on the original ticket when the approval
> passes (along with a Correspondence being run).
> 
> -kevin
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011

From trs at bestpractical.com  Tue Oct 18 12:12:11 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 18 Oct 2011 12:12:11 -0400
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: <32623297.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
Message-ID: <4E9DA55B.5000801@bestpractical.com>

On 10/10/2011 08:17 AM, john s. wrote:
>
> RT: 3.8.9
>
> Ubuntu LTS 10.04
>
> Hello everybody
>
> We use for our RT-System the addon PriorityAsString ( btw: it's a great one)
> to break down the RT Priority Concept at a minimum for our purposes.
>
> but, the sort condition on the dashboard with highest priority ones doesn't
> work anymore

You haven't told us what's happening, that is, what's actually broken. 
All you've said is something doesn't work.  So, what's happening with 
priority sort order when using PriorityAsString that you didn't expect?

Thomas


From trs at bestpractical.com  Tue Oct 18 12:15:25 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 18 Oct 2011 12:15:25 -0400
Subject: [rt-users] text file attachments being stripped
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E6402129775@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E6402129775@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <4E9DA61D.5010506@bestpractical.com>

On 10/18/2011 08:17 AM, Alex Young wrote:
> Hi,
>
> We are seeing an odd thing happening with outbound email when there is a
> text file attachment. It?s being stripped out at some point. All other
> file attachments work fine. Also inbound text file work fine.
>
> The ticket history does show the text/plain attachment on the
> Correspondence added transaction.
>
> $MailCommand is set to the default sendmailpipe.
>
> Anyone know why or what is dropping the text/plain attachments outbound?

You haven't provided enough info except for us to hazard guesses.  What 
kind of outbound mail?  Have you pinpointed where the attachment is 
getting stripped?  Is it after it's out of RT's hands?

Thomas


From Izz.Abdullah at hibbett.com  Tue Oct 18 12:18:56 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Tue, 18 Oct 2011 11:18:56 -0500
Subject: [rt-users] Old Email/RT user accounts and
	SMTP	nofication...Emailsgo to	NeverNeverLand?
In-Reply-To: <4E9C4235.649C.00EE.0@PERS.STATE.OR.US>
References: <4E9C3DEF.649C.00EE.0@PERS.STATE.OR.US>
	
	<4E9C4235.649C.00EE.0@PERS.STATE.OR.US>
Message-ID: 

Deleted users are no longer attached to old tickets.  You can always remove the email address associated with disabled users so that it does not try to email.
Understand the difference in deleted and disabled.  Deleted - removed from the mySQL database and therefore no longer associated at all in historical relationships, Disabled - just cannot access RT, but still exists in the database.  I would edit the user information to remove the email address if you are following a best practice and just disabling the users.

Just my $0.02 worth.

-----Original Message-----
From: Andy GOKTAS [mailto:andy.goktas at state.or.us] 
Sent: Monday, October 17, 2011 4:57 PM
To: Izz Abdullah; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Old Email/RT user accounts and SMTP nofication...Emailsgo to NeverNeverLand?

So are you saying that it does a query on the "RT user list" to determine if it should/shouldn't send an email to that user?  

If an RT user is disabled or deleted, wouldn't it still attempt to send to that user/email since it's still attached to an old ticket (update to this particular old ticket of course)? 

Anyone out there have a snip of the code where it handles this?  

Thanks,
Andy Goktas


>>> Izz Abdullah  10/17/2011 2:45 PM >>>
Probably only if you have disabled the user from within RT itself.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy GOKTAS
Sent: Monday, October 17, 2011 4:39 PM
To: rt-users at lists.bestpractical.com 
Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand?

Hello, 

I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a "Requestor" of a ticket)?  

We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending).  

I guess my question is:  How does RT handle bad emails?  Does it re-try?  Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as "Requestor" or "Owner")?  

Thanks,
Andy Goktas


--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011



From AlexYoung at HousingPartners.co.uk  Tue Oct 18 12:19:17 2011
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Tue, 18 Oct 2011 17:19:17 +0100
Subject: [rt-users] text file attachments being stripped
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64021297EE@s-wor-e-001.SCOUTSOFFICE.local>

It's a standard response to a ticket. So far I am drawing a blank as to where it might be stripped out of the email. The actual response is received, but without the attachment.

As it's an internal mail it's only going direct to our Exchange server, and the Exchange server is happy with all other text files and other attachments, so I'm looking at RT or something else on the Linux server stripping the files, but again, only on outbound.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 18 October 2011 17:15
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] text file attachments being stripped

On 10/18/2011 08:17 AM, Alex Young wrote:
> Hi,
>
> We are seeing an odd thing happening with outbound email when there is 
> a text file attachment. It?s being stripped out at some point. All 
> other file attachments work fine. Also inbound text file work fine.
>
> The ticket history does show the text/plain attachment on the 
> Correspondence added transaction.
>
> $MailCommand is set to the default sendmailpipe.
>
> Anyone know why or what is dropping the text/plain attachments outbound?

You haven't provided enough info except for us to hazard guesses.  What kind of outbound mail?  Have you pinpointed where the attachment is getting stripped?  Is it after it's out of RT's hands?

Thomas
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

From srikumarp at fb.com  Tue Oct 18 12:20:52 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Tue, 18 Oct 2011 16:20:52 +0000
Subject: [rt-users] Setting Custom Field during Ticket creation in Perl
 API (4.0.2)
In-Reply-To: 
Message-ID: 

retrying.. I am pretty sure there is someone in the community who can tell me what I am doing wrong ..



I am trying to set a Custom Field Value during the creation of a ticket with the following piece of code. But the value ("SN-1234") is not getting added to custom field
(BTW, I already pre created the Custom Field for the Ticket object and made it Global).

What am I doing wrong? Is SetIncludeContentForValue the correct API call?

=================
my $cf = RT::CustomField->new($RT::SystemUser);
$cf->Load('Store Number');

unless ($cf->id) {
  $RT::Logger->error( "Couldn't load custom field " . "Store Number");
}

$cf->SetIncludeContentForValue ("SN-1234");

@retValues = $ticket->Create( Queue => 'My Store Queue', Subject => 'Test Ticket for Store 1234 ', CustomField => $cf);
=================

Thanks


~
~
~
~
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA ? October 31 & November 1, 2011 * Barcelona, Spain ? November 28 & 29, 2011
-------------- next part --------------
An HTML attachment was scrubbed...
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From trs at bestpractical.com  Tue Oct 18 12:33:51 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 18 Oct 2011 12:33:51 -0400
Subject: [rt-users] text file attachments being stripped
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64021297ED@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E6402129775@s-wor-e-001.SCOUTSOFFICE.local>
	<4E9DA61D.5010506@bestpractical.com>
	<3CE7D8D453B27148BBCA0B2063B11E64021297ED@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <4E9DAA6F.8070901@bestpractical.com>

On 10/18/2011 12:18 PM, Alex Young wrote:
> It's a standard response to a ticket. So far I am drawing a blank as
> to where it might be stripped out of the email. The actual response
> is received, but without the attachment.
>
> As it's an internal mail it's only going direct to our Exchange
> server, and the Exchange server is happy with all other text files
> and other attachments, so I'm looking at RT or something else on the
> Linux server stripping the files, but again, only on outbound.

You can temporarily set your MailCommand to testfile to capture outgoing 
mail to a file and see if the attachment is present in the mail RT spits 
out.

Can you show us the relevant transaction in the web UI?

Thomas


From ruz at bestpractical.com  Tue Oct 18 12:33:52 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 18 Oct 2011 20:33:52 +0400
Subject: [rt-users] Setting Custom Field during Ticket creation in Perl
 API (4.0.2)
In-Reply-To: 
References:  
Message-ID: 

Hi,

Example from t/web/search_cf_quotes.t

17 RT::Test->create_tickets(
18     { Queue   => 'General' },
19     { Subject => 'ticket foo', 'CustomField-' . $cf->id => '2011-09-15' },
20     { Subject => 'ticket bar', 'CustomField-' . $cf->id => '2011-10-15' },
21     { Subject => 'ticket baz' },
22 );

create_tickets sends most args into RT::Ticket::Create without changes.

For sure SetIncludeContentForValue is not what you want.

On Tue, Oct 18, 2011 at 8:20 PM, Srikumar Nair  wrote:
> retrying.. I am pretty sure there is someone in the community who can tell
> me what I am doing wrong ..
>
>
> I am trying to set a Custom Field Value during the creation of a ticket with
> the following piece of code. But the value ("SN-1234")?is not getting added
> to custom field
> (BTW, I already pre created the Custom Field for the Ticket object and made
> it Global).
> What am I doing wrong? Is?SetIncludeContentForValue the correct API call?
> =================
> my $cf = RT::CustomField->new($RT::SystemUser);
> $cf->Load('Store Number');
> unless ($cf->id) {
> ? $RT::Logger->error( "Couldn't load custom field " . "Store Number");
> }
> $cf->SetIncludeContentForValue ("SN-1234");
> @retValues = $ticket->Create( Queue => 'My Store Queue', Subject => 'Test
> Ticket for Store 1234 ', CustomField => $cf);
> =================
> Thanks
>
> ~
>
>
>
> ~
>
>
>
> ~
>
>
>
> ~
> -------- RT Training Sessions
> (http://bestpractical.com/services/training.html) * Washington DC, USA ?
> October 31 & November 1, 2011 * Barcelona, Spain ? November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ? October 31 & November 1, 2011
> * ?Barcelona, Spain ? November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue Oct 18 12:37:21 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 18 Oct 2011 20:37:21 +0400
Subject: [rt-users] text file attachments being stripped
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64021297EE@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64021297EE@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: 

Hi,

You can at least force RT to record outgoing emails (may be it's
already active) and then take look at them to identify who is
responsible. In the UI if you have enough permissions you should see
transactions with Show link.

On Tue, Oct 18, 2011 at 8:19 PM, Alex Young
 wrote:
> It's a standard response to a ticket. So far I am drawing a blank as to where it might be stripped out of the email. The actual response is received, but without the attachment.
>
> As it's an internal mail it's only going direct to our Exchange server, and the Exchange server is happy with all other text files and other attachments, so I'm looking at RT or something else on the Linux server stripping the files, but again, only on outbound.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
> Sent: 18 October 2011 17:15
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] text file attachments being stripped
>
> On 10/18/2011 08:17 AM, Alex Young wrote:
>> Hi,
>>
>> We are seeing an odd thing happening with outbound email when there is
>> a text file attachment. It?s being stripped out at some point. All
>> other file attachments work fine. Also inbound text file work fine.
>>
>> The ticket history does show the text/plain attachment on the
>> Correspondence added transaction.
>>
>> $MailCommand is set to the default sendmailpipe.
>>
>> Anyone know why or what is dropping the text/plain attachments outbound?
>
> You haven't provided enough info except for us to hazard guesses. ?What kind of outbound mail? ?Have you pinpointed where the attachment is getting stripped? ?Is it after it's out of RT's hands?
>
> Thomas
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ?October 31 & November 1, 2011
> * ?Barcelona, Spain ?November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ?October 31 & November 1, 2011
> * ?Barcelona, Spain ?November 28 & 29, 2011



-- 
Best regards, Ruslan.


From srikumarp at fb.com  Tue Oct 18 12:38:24 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Tue, 18 Oct 2011 16:38:24 +0000
Subject: [rt-users] Setting Custom Field during Ticket creation in Perl
 API (4.0.2)
In-Reply-To: 
Message-ID: 

Thanks Ruslan. Where can I find the file t/web/search_cf_quotes.t? Is it
part of the RT distribution?



On 10/18/11 9:33 AM, "Ruslan Zakirov"  wrote:

>Hi,
>
>Example from t/web/search_cf_quotes.t
>
>17 RT::Test->create_tickets(
>18     { Queue   => 'General' },
>19     { Subject => 'ticket foo', 'CustomField-' . $cf->id =>
>'2011-09-15' },
>20     { Subject => 'ticket bar', 'CustomField-' . $cf->id =>
>'2011-10-15' },
>21     { Subject => 'ticket baz' },
>22 );
>
>create_tickets sends most args into RT::Ticket::Create without changes.
>
>For sure SetIncludeContentForValue is not what you want.
>
>On Tue, Oct 18, 2011 at 8:20 PM, Srikumar Nair  wrote:
>> retrying.. I am pretty sure there is someone in the community who can
>>tell
>> me what I am doing wrong ..
>>
>>
>> I am trying to set a Custom Field Value during the creation of a ticket
>>with
>> the following piece of code. But the value ("SN-1234") is not getting
>>added
>> to custom field
>> (BTW, I already pre created the Custom Field for the Ticket object and
>>made
>> it Global).
>> What am I doing wrong? Is SetIncludeContentForValue the correct API
>>call?
>> =================
>> my $cf = RT::CustomField->new($RT::SystemUser);
>> $cf->Load('Store Number');
>> unless ($cf->id) {
>>   $RT::Logger->error( "Couldn't load custom field " . "Store Number");
>> }
>> $cf->SetIncludeContentForValue ("SN-1234");
>> @retValues = $ticket->Create( Queue => 'My Store Queue', Subject =>
>>'Test
>> Ticket for Store 1234 ', CustomField => $cf);
>> =================
>> Thanks
>>
>> ~
>>
>>
>>
>> ~
>>
>>
>>
>> ~
>>
>>
>>
>> ~
>> -------- RT Training Sessions
>> (http://bestpractical.com/services/training.html) * Washington DC, USA ?
>> October 31 & November 1, 2011 * Barcelona, Spain ? November 28 & 29,
>>2011
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA ? October 31 & November 1, 2011
>> *  Barcelona, Spain ? November 28 & 29, 2011
>>
>
>
>
>-- 
>Best regards, Ruslan.



From ruz at bestpractical.com  Tue Oct 18 12:41:10 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 18 Oct 2011 20:41:10 +0400
Subject: [rt-users] Setting Custom Field during Ticket creation in Perl
 API (4.0.2)
In-Reply-To: 
References: 
	
Message-ID: 

On Tue, Oct 18, 2011 at 8:38 PM, Srikumar Nair  wrote:
> Thanks Ruslan. Where can I find the file t/web/search_cf_quotes.t? Is it
> part of the RT distribution?

It is part of RT's test suite that is distributed, but not installed.
There are a lot
of examples in it.

> On 10/18/11 9:33 AM, "Ruslan Zakirov"  wrote:
>
>>Hi,
>>
>>Example from t/web/search_cf_quotes.t
>>
>>17 RT::Test->create_tickets(
>>18 ? ? { Queue ? => 'General' },
>>19 ? ? { Subject => 'ticket foo', 'CustomField-' . $cf->id =>
>>'2011-09-15' },
>>20 ? ? { Subject => 'ticket bar', 'CustomField-' . $cf->id =>
>>'2011-10-15' },
>>21 ? ? { Subject => 'ticket baz' },
>>22 );
>>
>>create_tickets sends most args into RT::Ticket::Create without changes.
>>
>>For sure SetIncludeContentForValue is not what you want.
>>
>>On Tue, Oct 18, 2011 at 8:20 PM, Srikumar Nair  wrote:
>>> retrying.. I am pretty sure there is someone in the community who can
>>>tell
>>> me what I am doing wrong ..
>>>
>>>
>>> I am trying to set a Custom Field Value during the creation of a ticket
>>>with
>>> the following piece of code. But the value ("SN-1234") is not getting
>>>added
>>> to custom field
>>> (BTW, I already pre created the Custom Field for the Ticket object and
>>>made
>>> it Global).
>>> What am I doing wrong? Is SetIncludeContentForValue the correct API
>>>call?
>>> =================
>>> my $cf = RT::CustomField->new($RT::SystemUser);
>>> $cf->Load('Store Number');
>>> unless ($cf->id) {
>>> ? $RT::Logger->error( "Couldn't load custom field " . "Store Number");
>>> }
>>> $cf->SetIncludeContentForValue ("SN-1234");
>>> @retValues = $ticket->Create( Queue => 'My Store Queue', Subject =>
>>>'Test
>>> Ticket for Store 1234 ', CustomField => $cf);
>>> =================
>>> Thanks
>>>
>>> ~
>>>
>>>
>>>
>>> ~
>>>
>>>
>>>
>>> ~
>>>
>>>
>>>
>>> ~
>>> -------- RT Training Sessions
>>> (http://bestpractical.com/services/training.html) * Washington DC, USA ?
>>> October 31 & November 1, 2011 * Barcelona, Spain ? November 28 & 29,
>>>2011
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * ?Washington DC, USA ? October 31 & November 1, 2011
>>> * ?Barcelona, Spain ? November 28 & 29, 2011
>>>
>>
>>
>>
>>--
>>Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.


From ocraig at symplified.com  Tue Oct 18 12:55:30 2011
From: ocraig at symplified.com (Ole Craig)
Date: Tue, 18 Oct 2011 10:55:30 -0600
Subject: [rt-users] map LDAP group memberships into RT's user-defined groups?
Message-ID: <1318956930.5621.137.camel@ook>

Hey. Been a while, glad to see RT's still going strong.

I'm setting up a new instance (4.0.2) and I'd like to do authn/authz
against Active Directory. Last time I did this was in the 3.4 era and at
that time I think I used ldapimport, which was a godsend compared to
manual entry but was suboptimal in at least two respects:
      * changes (e.g. terminations or new hires) in the upstream LDAP
        instance didn't propagate automatically
      * had to go through and manually assign the newly-imported users
        to appropriate user-defined groups. 

Looks like RT::Extension::LDAPImport can autocreate RT groups from LDAP
groups, which is a start but not quite what I'm looking for.

My question: is it possible to define mappings between AD (LDAP) groups
and RT's user-defined groups such that e.g. when I onboard a new
developer RT will automatically give her membership in its "dev"
UD-group based on the fact that she's a member of (f'rinstance) the
"Engineering" group in AD? I'd be OK with this happening as a result of
an rtimportldap cronjob -or- at runtime (e.g. when she logs into RT for
the first time, or creates a support ticket via email.) Basically, I
have about 15 groups in Active Drecktory that collapse down to four or
five different privilege sets in RT, and I'd prefer it if I didn't have
to manage multiple groups in RT with similar/identical rights.

2ndary requirement is the ability to update RT group membership based on
AD group changes, f'rexample when user jschmoe is removed from the
"Engineering" AD group and put into the "sales engineering" group then
(presuming those map to different RT groups) the change should be
automatically propagated to RT. Again, this could be event-driven or the
result of a cronjob, I'm not picky.

I did some searching against the archives, and it looks like I'm not the
first person to tread this ground:

http://www.gossamer-threads.com/lists/rt/users/73305?search_string=ldap%20group;#73305
http://www.gossamer-threads.com/lists/rt/users/94786?search_string=ldap%20group;#94786

I'm guessing this functionality does not currently exist within the main
RT framework; nor have I been able to locate any extensions which appear
to provide it. So before I attempt to kludge it up myself I'm wondering 
     A. if anyone's already solved this problem or has suggestions for
        where in the code I should start looking to make changes (hence
        the list post) and/or 
     B. what BestPractical might offer for a cost/time estimate to Do It
        The Right Way... which is why this is cc'd to
        sales at bestpractical. Apologies if that's an impropriety of some
        sort.

	Thanks,
		Ole
-- 
Ole Craig
Operations
www.symplified.com





From Izz.Abdullah at hibbett.com  Tue Oct 18 12:55:15 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Tue, 18 Oct 2011 11:55:15 -0500
Subject: [rt-users] Weird stuff happening with Callbacks and Debugger
In-Reply-To: 
References: 
	
Message-ID: 

This actually works.  It appears I just need to wait until the next day...that doesn't make sense.  What the heck is going wrong?


1.       Modify the ModifyQuery Callback

2.       Rights are as follows with ownership as root:www-data - 644

3.       rm -rf /opt/rt4/var/mason_data/obj/*

4.       restart the apache service

The only thing I did differently this morning was mv from a backup file I had used previously (in the same directory, same rights, same code) to the actual ModifyQuery file.  I changed ownership recursively on the /Callbacks folder using chown root:www-data -R /Callbacks
This was already the case, but I did it again.  Now, I modify the file, the new debug line does not show up in RT.log, and it maintains the code I had started with earlier this morning (
$RT::Logger->error("Hi");
$$query = "fulltext:customer";

I have changed it to add before query
$RT::Logger->error("the value of the query is ",
                $$query);
And
$$query = "fulltext:$$query";

No matter what, when I do a simple search, "Hi" still shows up in the logs, but not the new logging info, and the search is hardcoded for a fulltext:customer search...still.

Any ideas on what I am missing?  I even went as far as to reboot the server.  Still getting "Hi" in the logs and the hardcoded search.  Weird...what am I missing to get it to recognize my changes?

From: Izz Abdullah
Sent: Monday, October 17, 2011 10:46 AM
To: Izz Abdullah; 'rt-users at lists.bestpractical.com'
Subject: RE: RT Logger not logging to file

UPDATE:
The $RT->Logger calls are running as expected within the other callback I have written as well as any .pm's I have added it to for testing.  There is something wrong with the structure for the ModifyQuery in which no matter what I put, it breaks the query and I cannot obtain any logging files out of the logger, even if that is the only thing within the ModifyQuery file.

Any other ideas?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Friday, October 14, 2011 8:53 AM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] RT Logger not logging to file

This is a follow-up to my issue with the modification of the ModifyQuery callback.  Well, I have another callback that works beautifully, as expected: SkipTransaction, and only allows the user to see the initial creation of the ticket and any correspondence (comments are omitted).  (By the way, I just tried putting in the %init portion of Create.html directly a call of $RT::Logger->debug("The current queue is " $Queue); after the rendering of the ticket page before if ticket is clone, and I did NOT receive this in the RT log.  I would appreciate any assistance in debugging the debugger!

Here is the code for that callback with the Logger inserted:
<%init>
    return if $session{'CurrentUser'}->Privileged;
    my($myskip)=1;
    if ($Transaction->Type =~ /^(Correspond|Create)$/) {
        $myskip=0;
    }

$RT::Logger->debug("The value of myskip is ",
                $myskip);

$$skip=$myskip;


<%args>
$Transaction => undef
$skip

Now, for whatever reason, I am not seeing anything in the logs related to this.  I see all the authentication of the unprivileged user via LDAP, and the rendering of attachments (text/html) for this ticket when viewed, but no "The value of myskip is <0 or 1>"

Kevin pointed out there may be some issues with the install, but I have installed this from source and it has been tested thoroughly, and so far, the only flaw is the logger, and the fact that I can't seem to get the ModifyQuery callback working.

Any ideas why the RT logger is not working within the callbacks and not working for any calls I have added directly in the code?  It works on calls which are already in the code, and my format is the same...I would like to fix this, or find the problem as soon as possible.

Thanks in advance.
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From Izz.Abdullah at hibbett.com  Tue Oct 18 13:23:46 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Tue, 18 Oct 2011 12:23:46 -0500
Subject: [rt-users] Weird stuff happening with Callbacks and Debugger -
	RESOLVED
In-Reply-To: 
References: 
	
	
Message-ID: 

So, I figured out, I just needed to redo the chown root:www-data -R Callbacks/
I am now seeing the new logger in the rt.log file, which I was still seeing the old one to the minute, until I replaced the permissions AGAIN (same permissions I mind you).  And the callback works like a charm.
This makes no sense to me...but this corrected the issue I have been having.  Just thought I would share this saga with everyone else.


From: Izz Abdullah
Sent: Tuesday, October 18, 2011 11:55 AM
To: 'rt-users at lists.bestpractical.com'
Subject: Weird stuff happening with Callbacks and Debugger

This actually works.  It appears I just need to wait until the next day...that doesn't make sense.  What the heck is going wrong?


1.       Modify the ModifyQuery Callback

2.       Rights are as follows with ownership as root:www-data - 644

3.       rm -rf /opt/rt4/var/mason_data/obj/*

4.       restart the apache service

The only thing I did differently this morning was mv from a backup file I had used previously (in the same directory, same rights, same code) to the actual ModifyQuery file.  I changed ownership recursively on the /Callbacks folder using chown root:www-data -R /Callbacks
This was already the case, but I did it again.  Now, I modify the file, the new debug line does not show up in RT.log, and it maintains the code I had started with earlier this morning (
$RT::Logger->error("Hi");
$$query = "fulltext:customer";

I have changed it to add before query
$RT::Logger->error("the value of the query is ",
                $$query);
And
$$query = "fulltext:$$query";

No matter what, when I do a simple search, "Hi" still shows up in the logs, but not the new logging info, and the search is hardcoded for a fulltext:customer search...still.

Any ideas on what I am missing?  I even went as far as to reboot the server.  Still getting "Hi" in the logs and the hardcoded search.  Weird...what am I missing to get it to recognize my changes?

From: Izz Abdullah
Sent: Monday, October 17, 2011 10:46 AM
To: Izz Abdullah; 'rt-users at lists.bestpractical.com'
Subject: RE: RT Logger not logging to file

UPDATE:
The $RT->Logger calls are running as expected within the other callback I have written as well as any .pm's I have added it to for testing.  There is something wrong with the structure for the ModifyQuery in which no matter what I put, it breaks the query and I cannot obtain any logging files out of the logger, even if that is the only thing within the ModifyQuery file.

Any other ideas?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Friday, October 14, 2011 8:53 AM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] RT Logger not logging to file

This is a follow-up to my issue with the modification of the ModifyQuery callback.  Well, I have another callback that works beautifully, as expected: SkipTransaction, and only allows the user to see the initial creation of the ticket and any correspondence (comments are omitted).  (By the way, I just tried putting in the %init portion of Create.html directly a call of $RT::Logger->debug("The current queue is " $Queue); after the rendering of the ticket page before if ticket is clone, and I did NOT receive this in the RT log.  I would appreciate any assistance in debugging the debugger!

Here is the code for that callback with the Logger inserted:
<%init>
    return if $session{'CurrentUser'}->Privileged;
    my($myskip)=1;
    if ($Transaction->Type =~ /^(Correspond|Create)$/) {
        $myskip=0;
    }

$RT::Logger->debug("The value of myskip is ",
                $myskip);

$$skip=$myskip;


<%args>
$Transaction => undef
$skip

Now, for whatever reason, I am not seeing anything in the logs related to this.  I see all the authentication of the unprivileged user via LDAP, and the rendering of attachments (text/html) for this ticket when viewed, but no "The value of myskip is <0 or 1>"

Kevin pointed out there may be some issues with the install, but I have installed this from source and it has been tested thoroughly, and so far, the only flaw is the logger, and the fact that I can't seem to get the ModifyQuery callback working.

Any ideas why the RT logger is not working within the callbacks and not working for any calls I have added directly in the code?  It works on calls which are already in the code, and my format is the same...I would like to fix this, or find the problem as soon as possible.

Thanks in advance.
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From Izz.Abdullah at hibbett.com  Tue Oct 18 17:42:08 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Tue, 18 Oct 2011 16:42:08 -0500
Subject: [rt-users] Auto change Queue on Take
Message-ID: 

I found this on the wiki:
http://requesttracker.wikia.com/wiki/AutoChangeQueue

and it appears we are already using it in variation, that is why I sought after it.  I finally found our version, exactly the same except for queue and group names, but it is not working.  Is it because we are authenticating via LDAP?  It is a 3.8.4 database moved to a RT4.0.2 installation and upgraded, so the Scrip was already there.  It works in our current production (3.8.4), but not in the test 4.0.2.  Any ideas why this would not work automatically in 4.0.2 when nothing has changed EXCEPT authentication?

I still see my account list in mySQL and is listed as a member of the group in use and full access to the queue in use.  I have added some debuggers in.  I can see it start, but the after the:
return 1 unless $self->TransactionObj->Type eq 'Take';
there is another logger and it never shows up in the rt.log file.  It appears to never makes it past this point.
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From aprilr at yelp.com  Tue Oct 18 19:33:17 2011
From: aprilr at yelp.com (April Rosenberg)
Date: Tue, 18 Oct 2011 16:33:17 -0700
Subject: [rt-users] RT-Extension-LDAPImport
Message-ID: <2b0e719b14d5f506e7819053f5f094af@mail.gmail.com>

Good Afternoon,



I seem to be hitting my head against a problem I am having after updating to
4.0.1.  I have both LDAPImport and ExternalAuth::LDAP installed.  It seems
that I can?t import users who have blanks in some of the fields during the
import, however name and email address are not blank, so the required fields
should be filled in.  There are no errors when run
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
--debug but when I run
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
--debug --import causes the below error.  Further down is the
RT_SiteConfig.pm sections.



I have tried looking this error up, and I am able to run the query,
(&(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail=
aprilr at yelp.com)), in the error message w/o problems.  Most other things I
have found on the internet have to do with not being able to connect to LDAP
or info not being in it.



Any help would be hugely appreciated. Thanks!



April



[Tue Oct 18 23:07:48 2011] [critical]:
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for
(&(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail=
aprilr at yelp.com))  failed:  LDAP_OPERATIONS_ERROR 1
(/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:210)

[Tue Oct 18 23:07:48 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: ,
Country: , Disabled: 0, EmailAddress: aprilr at yelp.com, ExternalAuthId:
aprilr, Gecos: aprilr, Name: aprilr, Organization: , Privileged: 0,
RealName: April Rosenberg, State: , WorkPhone: , Zip:
(/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)

[Tue Oct 18 23:07:48 2011] [error]: couldn't create user_obj for aprilr:
Could not set user info
(/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866)

couldn't create user_obj for aprilr: Could not set user info



RT_SiteConfig.pm



Set($LDAPHost,'XXXXXX');

Set($LDAPUser, 'XXXXXX');

Set($LDAPPassword, 'XXXXXX');

Set($LDAPBase, 'XXXXXX');



Set($LDAPFilter,
'(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))');

Set($LDAPDisabledFilter,
'(&(ObjectCategory=User)(ObjectClass=Person)(userAccountControl:1.2.840.113556.1.4.803:=2))');



#Attribute in RT => Attribute in LDAP

#(this has changed since version 1, which was the other way around)

Set($LDAPMapping, {Name => 'sAMAccountName',

                   EmailAddress => 'mail',

                   Organization => 'department',

                   RealName => 'cn',

                   ExternalAuthId => 'sAMAccountName',

                   Gecos => 'sAMAccountName',

                   WorkPhone => 'telephoneNumber',

                   Address1 => 'physicalDeliveryOfficeName',

                   City => 'l',

                   State => 'st',

                   Zip => 'postalCode',

                   Country => 'co'

                  });



Set($LDAPSkipAutogeneratedGroup, 1);



Set($LDAPUpdateUsers,1);



Set($ExternalSettings, {   # LDAP SERVICE

                        'My_LDAP'       =>  {

                        'type'                      =>  'ldap',

                        'server'                    =>  $LDAPHost,

                        'user'                      =>  $LDAPUser,

                        'pass'                      =>  $LDAPPass,

                        'base'                      =>  $LDAPBase,

                        # 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'                    =>  $LDAPFilter,

                        #

                        # The filter that will only match disabled users

                        'd_filter'                  =>  $LDAPDisabledFilter,

                        #

                        'tls'                       =>  0,

                        'ssl_version'               =>  3,

                        'net_ldap_args'             => [    version =>  3
],

                        # Does authentication depend on group membership?
What group name?

                        #'group'                     =>  'cn=Domain
Users,cn=Users,dc=example,dc=com',

                        # What is the attribute for the group object that
determines membership?

                        #'group_attr'                =>  'member',

                        ## 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'           => [ 'EmailAddress' ],

                        # The mapping of RT attributes on to LDAP attributes

                        'attr_map'                  =>  {   'Name' =>
'sAMAccountName',

                                                            'EmailAddress'
=> 'mail',

                                                            'Organization'
=> 'department',

                                                            'RealName' =>
'cn',

                                                            'ExternalAuthId'
=> 'sAMAccountName',

                                                            'Gecos' =>
'sAMAccountName',

                                                            'WorkPhone' =>
'telephoneNumber',

                                                            'Address1' =>
'physicalDeliveryOfficeName',

                                                            'City' => 'l',

                                                            'State' => 'st',

                                                            'Zip' =>
'postalCode',

                                                        }

                       }

});
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From falcone at bestpractical.com  Wed Oct 19 01:11:55 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 18 Oct 2011 22:11:55 -0700
Subject: [rt-users] On Approval notify owner - how?
In-Reply-To: 
References: 
	<20111018141513.GV981@jibsheet.com>
	
Message-ID: <20111019051155.GY981@jibsheet.com>

On Tue, Oct 18, 2011 at 08:09:51PM +0400, N N wrote:
> Yes, it works with ___Approvals, but I need several 'approval' queues (for better or worse, we have a rather elaborated organizational structure). Perhaps, my question should really be: how can I clone the  ___Approvals queue special behavior to other queues?

Don't, just set it so that Owners and AdminCcs have rights, and you
can have multiple queues that create Approval tickets in the
___Approvals queue.

-kevin

> 18 ??????? 2011, 18:15 ?? Kevin Falcone :
> > On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
> > > There's a ticket and one or more 'approval' tickets created for it
> > automatically. The owner is therefore assigned later, after the 'approval'
> > tickets are created, and probably BEFORE the ticket is approved. The problem:
> > how to notify ONLY the ticket owner once it has been approved instead of
> > notifying the entire list of Watchers (my present solution)?
> > > 
> > > Is there a way to update a ticked based on event in the linked ticket? Like
> > changing AdminCC from group to user?  
> > 
> > If you're using RT's built in ___Approvals queue in the standard way,
> > a Notify Owner Scrip will be run on the original ticket when the approval
> > passes (along with a Correspondence being run).
> > 
> > -kevin
> > 
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Washington DC, USA ? October 31 & November 1, 2011
> > *  Barcelona, Spain ? November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
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From simon at gikaku.com  Wed Oct 19 00:48:51 2011
From: simon at gikaku.com (Simon Walter)
Date: Tue, 18 Oct 2011 19:48:51 -0900
Subject: [rt-users] Ckeditor custom field type
Message-ID: <201110191348.52059.simon@gikaku.com>

Hi all,

I'm setting up RT articles. Novices need to be able to create and edit 
articles. I'd like to use the Ckeditor to empower them.

How do I create new Custom Field Types? Please point me in the right 
direction.

Thanks,

Simon


From tobiasbp at gmail.com  Wed Oct 19 01:52:16 2011
From: tobiasbp at gmail.com (tobiasbp)
Date: Wed, 19 Oct 2011 07:52:16 +0200
Subject: [rt-users] Accessing and updating a custom field in queue with
	perl API?
Message-ID: 

> Does $queue_obj->FirstCustomFieldValue(5); do what you want?

I does exactly what I want. Thank you!

Searching for FirstCustomFieldValue in the wiki. I found an example
showing how to update the custom field:
http://requesttracker.wikia.com/wiki/CustomField

Regards,
Tobias


From mister.n at bk.ru  Wed Oct 19 02:22:33 2011
From: mister.n at bk.ru (=?UTF-8?B?TiBO?=)
Date: Wed, 19 Oct 2011 10:22:33 +0400
Subject: [rt-users] =?utf-8?q?On_Approval_notify_owner_-_how=3F?=
In-Reply-To: <20111019051155.GY981@jibsheet.com>
References: 
	
	<20111019051155.GY981@jibsheet.com>
Message-ID: 

I can't put all the decision makers into one group, because there are several levels of them (like team led > project manager > CTO > CEO). So I need several approval queues.


19 ??????? 2011, 09:12 ?? Kevin Falcone :
> On Tue, Oct 18, 2011 at 08:09:51PM +0400, N N wrote:
> > Yes, it works with ___Approvals, but I need several 'approval' queues (for
> better or worse, we have a rather elaborated organizational structure).
> Perhaps, my question should really be: how can I clone the  ___Approvals queue
> special behavior to other queues?
> 
> Don't, just set it so that Owners and AdminCcs have rights, and you
> can have multiple queues that create Approval tickets in the
> ___Approvals queue.
> 
> -kevin
> 
> > 18 ??????? 2011, 18:15 ?? Kevin Falcone :
> > > On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote:
> > > > There's a ticket and one or more 'approval' tickets created for it
> > > automatically. The owner is therefore assigned later, after the 'approval'
> > > tickets are created, and probably BEFORE the ticket is approved. The
> problem:
> > > how to notify ONLY the ticket owner once it has been approved instead of
> > > notifying the entire list of Watchers (my present solution)?
> > > > 
> > > > Is there a way to update a ticked based on event in the linked ticket?
> Like
> > > changing AdminCC from group to user?  
> > > 
> > > If you're using RT's built in ___Approvals queue in the standard way,
> > > a Notify Owner Scrip will be run on the original ticket when the approval
> > > passes (along with a Correspondence being run).
> > > 
> > > -kevin
> > > 
> > > --------
> > > RT Training Sessions (http://bestpractical.com/services/training.html)
> > > *  Washington DC, USA ? October 31 & November 1, 2011
> > > *  Barcelona, Spain ? November 28 & 29, 2011
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Washington DC, USA  October 31 & November 1, 2011
> > *  Barcelona, Spain  November 28 & 29, 2011
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011

From simon at gikaku.com  Wed Oct 19 03:10:49 2011
From: simon at gikaku.com (Simon Walter)
Date: Tue, 18 Oct 2011 22:10:49 -0900
Subject: [rt-users] import data/emails
Message-ID: <201110191610.49971.simon@gikaku.com>

Hi all,

I'd like to find a way to import all of our past emails into RT. Right now we 
are using Exchange and staff are making folders for every "ticket". They are 
quite meticulous about this. Getting the emails out per folder is not what I'm 
concerned about. I'd like to ask about the importing part.

How can I bulk import emails?

I'd like to put all emails that are in an Outlook folder with a ticket in RT 
and mark that ticket as closed. I need these emails and customer data for 
searches/reference. I don't want my users to have to have Outlook open just to 
look up past customer data.

I guess that brings me to my next question. Is there a way to import email 
address / names to customers?

BTW, I am prepared to do a fair amount of scripting and hacking to get this 
done. I'm not expecting anything out of the box.

Thanks,

Simon


From bart at pleh.info  Wed Oct 19 04:15:45 2011
From: bart at pleh.info (Bart)
Date: Wed, 19 Oct 2011 10:15:45 +0200
Subject: [rt-users] Ckeditor custom field type
In-Reply-To: <201110191348.52059.simon@gikaku.com>
References: <201110191348.52059.simon@gikaku.com>
Message-ID: 

Hi,

You can use Custom Fields with the type "Wiki text", from there you can use
the instructions on this wiki page:

http://requesttracker.wikia.com/wiki/RTFM

This will allow you to use wiki markup in your articles.

The downside of this, from what I've noticed, is that the content of wiki
text CF's comes up unformatted (not even line breaks) when you add them to a
comment or reply.

So in my case, I've tested the above but rolled back to normal plain text
CF's since these are fault proof.

If there's a way to do this in a different way then I'm also interested :-)
Though the above is the only thing to my knowledge that comes close..

-- Bart


2011/10/19 Simon Walter 

> Hi all,
>
> I'm setting up RT articles. Novices need to be able to create and edit
> articles. I'd like to use the Ckeditor to empower them.
>
> How do I create new Custom Field Types? Please point me in the right
> direction.
>
> Thanks,
>
> Simon
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From ruz at bestpractical.com  Wed Oct 19 04:52:51 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Oct 2011 12:52:51 +0400
Subject: [rt-users] import data/emails
In-Reply-To: <201110191610.49971.simon@gikaku.com>
References: <201110191610.49971.simon@gikaku.com>
Message-ID: 

my $user = RT::User->new( RT->SystemUser );
my ($status, $msg) = $user->Create( Name => $email, EmailAddress => $email );
RT->Logger->error("Couldn't create user: $msg") unless $status;

On Wed, Oct 19, 2011 at 11:10 AM, Simon Walter  wrote:
> Hi all,
>
> I'd like to find a way to import all of our past emails into RT. Right now we
> are using Exchange and staff are making folders for every "ticket". They are
> quite meticulous about this. Getting the emails out per folder is not what I'm
> concerned about. I'd like to ask about the importing part.
>
> How can I bulk import emails?
>
> I'd like to put all emails that are in an Outlook folder with a ticket in RT
> and mark that ticket as closed. I need these emails and customer data for
> searches/reference. I don't want my users to have to have Outlook open just to
> look up past customer data.
>
> I guess that brings me to my next question. Is there a way to import email
> address / names to customers?
>
> BTW, I am prepared to do a fair amount of scripting and hacking to get this
> done. I'm not expecting anything out of the box.
>
> Thanks,
>
> Simon
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ?October 31 & November 1, 2011
> * ?Barcelona, Spain ?November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From tobiasbp at gmail.com  Wed Oct 19 04:54:50 2011
From: tobiasbp at gmail.com (tobiasbp)
Date: Wed, 19 Oct 2011 10:54:50 +0200
Subject: [rt-users] Perl API: Referring to possible values in combobox
	custom field by ID?
Message-ID: 

Hello list.

I'm working on a script using the perl API. I'm running RT 3.8.8.

I have a custom field of type combobox. Let's say the field has two
possible values:
1: A
2: B

I can easily check if the field has a value of "A" or "B". But, I
would like to refer to the values by ID (1 = A, 2 = B). As the values
may change in the future, but will still have the same meaning (from
the script perspective).

Any ideas?

Regards,
Tobias Balle-Petersen


From ruz at bestpractical.com  Wed Oct 19 04:59:30 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Oct 2011 12:59:30 +0400
Subject: [rt-users] Perl API: Referring to possible values in combobox
 custom field by ID?
In-Reply-To: 
References: 
Message-ID: 

On Wed, Oct 19, 2011 at 12:54 PM, tobiasbp  wrote:
> Hello list.
>
> I'm working on a script using the perl API. I'm running RT 3.8.8.
>
> I have a custom field of type combobox. Let's say the field has two
> possible values:
> 1: A
> 2: B
>
> I can easily check if the field has a value of "A" or "B". But, I
> would like to refer to the values by ID (1 = A, 2 = B). As the values
> may change in the future, but will still have the same meaning (from
> the script perspective).
>
> Any ideas?
>
> Regards,
> Tobias Balle-Petersen
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ?October 31 & November 1, 2011
> * ?Barcelona, Spain ?November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Oct 19 05:28:59 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Oct 2011 13:28:59 +0400
Subject: [rt-users] Perl API: Referring to possible values in combobox
 custom field by ID?
In-Reply-To: 
References: 
Message-ID: 

Hello,

Sorry about empty mail.

On Wed, Oct 19, 2011 at 12:54 PM, tobiasbp  wrote:
> Hello list.
>
> I'm working on a script using the perl API. I'm running RT 3.8.8.
>
> I have a custom field of type combobox. Let's say the field has two
> possible values:
> 1: A
> 2: B
>
> I can easily check if the field has a value of "A" or "B". But, I
> would like to refer to the values by ID (1 = A, 2 = B). As the values
> may change in the future, but will still have the same meaning (from
> the script perspective).
>
> Any ideas?

CF values associated with objects (tickets) not by id, but by value. When
you change values of the combobox, actual values on tickets are not
changed.

Anyway, association between values and ids are in CustomFieldValues table and
can be accessed with RT::CustomFieldValue object.

> Regards,
> Tobias Balle-Petersen

-- 
Best regards, Ruslan.


From adisan82 at gmail.com  Wed Oct 19 05:44:34 2011
From: adisan82 at gmail.com (Adrian Stel)
Date: Wed, 19 Oct 2011 11:44:34 +0200
Subject: [rt-users] How to sync tickets from two RT.
Message-ID: 

Hi,


this is the case:


we have two organizations:

1) A
2) B

Both A and B have own RT. (A-RT and B-RT)

This is what I would like to do:

When people from A put ticket to owne A-RT in B queue. B-RT will take
from A-RT this ticket and put him to B-RT.


What tools we have make sync beteewn two RT ?


Should we have the same RT in A nad B or we could have in A 3.8 and in B 4.0 ?

-- 
Best Regards
Adrian Stelmaszyk


From fireskyer at gmx.de  Wed Oct 19 07:38:55 2011
From: fireskyer at gmx.de (john s.)
Date: Wed, 19 Oct 2011 04:38:55 -0700 (PDT)
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: <4E9DA55B.5000801@bestpractical.com>
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
Message-ID: <32681644.post@talk.nabble.com>


Hello Thomas 

For example 

I have 3 Tickets 

1. high 
2.middle 
3.normal 


These Tickets should appear on the Dashboard "10 highest priority tickets I
own" in the correct order 

1. high 
2. middle 
3. normal 

but on  the  Dashboard "10 highest priority tickets I own" only contains one
Ticket with the priority "none". The Ticket has no dependencies or sth else
; only a normal ticket which is open. 


however  if i use  the normal  ticket search for these 3 Tickets and sort
the tickets for priority  every value is fine and the sort function is
working in the correct order.    

1. high 
2. middle 
3. normal 


i hope whith the help of this example the problem is more clear than before 


1. The format for the query ticket  search:

' /Ticket/Display.html?id=__id__ __id__ /TITLE:#',
' /Ticket/Display.html?id=__id__ __Subject__ /TITLE:Subject',
'__Priority__',
'__QueueName__',
'__ExtendedStatus__'




2. Format Link for the Search on the Dashboard:

https://server.org/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus&Order=DESC&OrderBy=Priority&Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)


the rt log which is in debug mode  doesn't show anything in this context 


sorry for some inconvinience from myself ....


if you need more infos  just say it ....


thnx for help 

best regards 

john s. 










 


-- 
View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32681644.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Raed.El-Hames at daisygroupplc.com  Wed Oct 19 08:39:50 2011
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Wed, 19 Oct 2011 12:39:50 +0000
Subject: [rt-users] How to sync tickets from two RT.
In-Reply-To: 
References: 
Message-ID: <892593C9CA8E25458C440A63DDC6774D209DD786@DG-HEXMBX02.daisy.group>

Adrian,

You have 2 options,
1- Get the 2 organisation to use 1 RT , use groups/queues rights and permissions to do the separations, then tickets crossing organisations will be simply moving queue.

2- Option 2 is have a queue for org B on RT-A B , and set up on Queue change/Correspondence and Comments queue scrips that use the REST interface to create or update tickets in RT-B

I use option 1 for the different brands/companies that we have and I use option 2 when talking to our suppliers that have RT.

Rgds;
Roy

>
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Company Registration Number: 4145329 |   VAT Number: 722471355
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-----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Adrian Stel
> Sent: 19 October 2011 10:45
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How to sync tickets from two RT.
>
> Hi,
>
>
> this is the case:
>
>
> we have two organizations:
>
> 1) A
> 2) B
>
> Both A and B have own RT. (A-RT and B-RT)
>
> This is what I would like to do:
>
> When people from A put ticket to owne A-RT in B queue. B-RT will take
> from A-RT this ticket and put him to B-RT.
>
>
> What tools we have make sync beteewn two RT ?
>
>
> Should we have the same RT in A nad B or we could have in A 3.8 and in B
> 4.0 ?
>
> --
> Best Regards
> Adrian Stelmaszyk
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011



From trs at bestpractical.com  Wed Oct 19 11:34:35 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 19 Oct 2011 11:34:35 -0400
Subject: [rt-users] On Approval notify owner - how?
In-Reply-To: 
References: 
	
	<20111019051155.GY981@jibsheet.com>
	
Message-ID: <4E9EEE0B.9010908@bestpractical.com>

On 10/19/2011 02:22 AM, N N wrote:
> I can't put all the decision makers into one group, because there are
> several levels of them (like team led>  project manager>  CTO>  CEO).
> So I need several approval queues.

Nope, you just need several approval groups that own/admincc tickets in 
the ___Approvals queue.  All the approvals tickets can co-exist in the 
same queue, and you'll see only the ones for which you're the Owner or 
in the AdminCc group.  This is a rights and roles configuration, really.

Thomas


From chrisdrobison at gmail.com  Wed Oct 19 11:54:29 2011
From: chrisdrobison at gmail.com (Chris Robison)
Date: Wed, 19 Oct 2011 09:54:29 -0600
Subject: [rt-users] REST documentation
Message-ID: 

I'm very new to RT. I noticed a wiki page with documentation on how to
with with it via REST, but it pertains to version 3.x. Has changed in
version 4 or is the documentation still valid?

Chris


From trs at bestpractical.com  Wed Oct 19 12:23:24 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 19 Oct 2011 12:23:24 -0400
Subject: [rt-users] REST documentation
In-Reply-To: 
References: 
Message-ID: <4E9EF97C.2030106@bestpractical.com>

On 10/19/2011 11:54 AM, Chris Robison wrote:
> I'm very new to RT. I noticed a wiki page with documentation on how to
> with with it via REST, but it pertains to version 3.x. Has changed in
> version 4 or is the documentation still valid?

Still valid.  The REST interface has seen some bug fixes, but it's 
largely the same.

Thomas



From mauricio.leite at planalto.gov.br  Wed Oct 19 13:00:15 2011
From: mauricio.leite at planalto.gov.br (Mauricio Leite Ferreira da Silva)
Date: Wed, 19 Oct 2011 15:00:15 -0200
Subject: [rt-users] Error in $Ticket->AddLink(Type=>'MemberOf',
	Target=>$Father_Ticket	)
Message-ID: <718ABD56385FF1468E370770B389399F014F5342@ALMAS>

Hi,

I'm using RT 3.8.8.
I'm trying to AddLink to a Ticket using:

$Ticket->AddLink(Type=>'MemberOf',Target=>$Father_Ticket);

I get this error message in my server logs:

RT: Resolver RT::URI::fsck_com_rt could not parse 14519
(/opt/rt3/bin/../lib/RT/URI.pm:147)
RT: Couldn't resolve '14519' into a URI.
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2411)

Anyone know what could be wrong?

Thanks.


From ruz at bestpractical.com  Wed Oct 19 13:34:05 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Oct 2011 21:34:05 +0400
Subject: [rt-users] Error in $Ticket->AddLink(Type=>'MemberOf',
 Target=>$Father_Ticket )
In-Reply-To: <718ABD56385FF1468E370770B389399F014F5342@ALMAS>
References: <718ABD56385FF1468E370770B389399F014F5342@ALMAS>
Message-ID: 

On Wed, Oct 19, 2011 at 9:00 PM, Mauricio Leite Ferreira da Silva
 wrote:
> Hi,
>
> I'm using RT 3.8.8.
> I'm trying to AddLink to a Ticket using:
>
> $Ticket->AddLink(Type=>'MemberOf',Target=>$Father_Ticket);
>
> I get this error message in my server logs:
>
> RT: Resolver RT::URI::fsck_com_rt could not parse 14519
> (/opt/rt3/bin/../lib/RT/URI.pm:147)
> RT: Couldn't resolve '14519' into a URI.
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2411)

There is no ticket 14519 in the DB.

>
> Anyone know what could be wrong?
>
> Thanks.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ?October 31 & November 1, 2011
> * ?Barcelona, Spain ?November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Oct 19 14:13:50 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Oct 2011 22:13:50 +0400
Subject: [rt-users] Error in $Ticket->AddLink(Type=>'MemberOf',
 Target =>$Father_Ticket )
In-Reply-To: <718ABD56385FF1468E370770B389399F014F5344@ALMAS>
References: <718ABD56385FF1468E370770B389399F014F5342@ALMAS>
	<718ABD56385FF1468E370770B389399F014F5344@ALMAS>
Message-ID: 

On Wed, Oct 19, 2011 at 10:05 PM, Mauricio Leite Ferreira da Silva
 wrote:
> Hi Ruslan,
>
> The ticket exists in DB.
> When I try the same command in other Queue, it works.
> The both Queues have the same permissions for Everybody.
> Do you know what could be wrong?

Always Cc the list.

No strong ideas except permissions. Add more debugging in
lib/RT/URI.pm around line mentioned in the log and in
RT::URI::fsck_com_rt file. Use $ticket->URI instead id, it may give
more clue.

> Thanks.

-- 
Best regards, Ruslan.


From srikumarp at fb.com  Wed Oct 19 16:40:35 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Wed, 19 Oct 2011 20:40:35 +0000
Subject: [rt-users] Perl way to select Queues based on condition (4.0.2).
Message-ID: 

I have a Custom Field on the Queue object called 'Support Level' with various support levels (Different Queue for different support levels)
How can I choose the Queue (with Perl APIs) based on the Support Level I receive as input?

I want to assign the Ticket to the correct queue during Ticket creation (BTW, I create Tickets with Perl APIs).

Does any one has some Perl code snippets that uses the RT APIs?

Thanks a bunch..

-------------- next part --------------
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From simon at gikaku.com  Wed Oct 19 22:20:13 2011
From: simon at gikaku.com (Simon Walter)
Date: Wed, 19 Oct 2011 17:20:13 -0900
Subject: [rt-users] Ckeditor custom field type
References: <201110191348.52059.simon@gikaku.com>
	
Message-ID: <201110201120.13385.simon@gikaku.com>

On Wednesday, October 19, 2011 05:15:45 PM you wrote:
> Hi,
> 
> You can use Custom Fields with the type "Wiki text", from there you can use
> the instructions on this wiki page:
> 
> http://requesttracker.wikia.com/wiki/RTFM
> 
> This will allow you to use wiki markup in your articles.
> 
> The downside of this, from what I've noticed, is that the content of wiki
> text CF's comes up unformatted (not even line breaks) when you add them to
> a comment or reply.
> 
> So in my case, I've tested the above but rolled back to normal plain text
> CF's since these are fault proof.
> 
> If there's a way to do this in a different way then I'm also interested :-)
> Though the above is the only thing to my knowledge that comes close..
> 

What I'd like to do is create a new Custom Field Type that is the same as 
'text' but get CKeditor loaded *AND* outputs HTML when it's viewed or inserted 
into emails. I'll have to study how RT sends out HTML/plain emails. It's 
courtesy to send both. Do you know if this is currently the case?

If RT converts the HTML email to plain text before sending, it would make 
inserting the HTML article pretty straight forward I presume.

It's difficult to imagine why with all the updates, this isn't already done. 
You can create an HTML reply, but not an HTML article? This should be seamless 
and easy to use for support staff.

Perhaps I should have posted this to the dev list.

Simon


From chocoboselphie at gmx.de  Thu Oct 20 02:56:31 2011
From: chocoboselphie at gmx.de (declaya)
Date: Wed, 19 Oct 2011 23:56:31 -0700 (PDT)
Subject: [rt-users] RT and Kerberos SSO
In-Reply-To: <4E948B00.5020206@gmail.com>
References: 
	<20111011153429.GC45425@jibsheet.com> <4E948B00.5020206@gmail.com>
Message-ID: <32687466.post@talk.nabble.com>



jm130794 wrote:
> 
> 
> Hello,
> 
> I use mod_auth_kerb to authenticate users. I also have a LDAP server to 
> store my users  informations(email, gecos, ...).
> 
> In Apache configuration, I have :
> 
> 
>          SetHandler perl-script
>          PerlResponseHandler RT::Mason
>          AuthType Kerberos
>          AuthName "RT Kerberos Login"
>          Krb5Keytab /etc/apache2/apache2_krb5.keytab
>          KrbMethodNegotiate On
>          KrbMethodK5Passwd On
>          KrbAuthRealms UNIV-FCOMTE.FR
>          KrbServiceName Any
>          KrbVerifyKDC Off
>          KrbAuthoritative Off
>          KrbSaveCredentials On
>     #KrbLocalUserMapping On
>     #Doesn't work for me ! ==> I remove @univ-fcomte.fr in 
> local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>          require valid-user
> 
> l
> 

Hi jm130794,
I know this has nothing to do with RT directly, 
but apparently you are not using your Kerberos authentication yet. You set
in your httpd.conf the following line:
KrbVerifyKDC Off 
which means that the Kerberos tickets are never checked against your KDC.  
You can also read about it at
http://modauthkerb.sourceforge.net/configure.html.
It says: 
This option can be used to disable the verification tickets against local
keytab to prevent KDC spoofing atacks. It should be used only for testing
purposes. You have been warned. 
Although mod_auth_kerb gave me a lot fewer headaches with a disabled
KrbVerifyKDC I knew that it would only show me how RT would behave if
mod_auth_kerb really worked.

Now, I have a working Kerberos auth here and would like to share it with
others, but I'm currently checking if I could improve the authentication
behavior somehow because my config is really a shambles now. ;)

I hope that this could help you a bit. 
Have a nice day!



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From bart at pleh.info  Thu Oct 20 06:57:34 2011
From: bart at pleh.info (Bart)
Date: Thu, 20 Oct 2011 12:57:34 +0200
Subject: [rt-users] Read requestor user CF and write the value into a
 ticket CF
In-Reply-To: 
References: 
	<20111005140837.GA10975@staff-mud-56-27.rice.edu>
	<20111005142511.GR37710@jibsheet.com>
	
	
	
Message-ID: 

Hi Ruslan,

Your suggestion worked :-)

The end result looks like this:

my $users = $self->TicketObj->Requestors->UserMembersObj;
my $first_user = $users->First;

my $user_org = $first_user->FirstCustomFieldValue('Organisatie (U)');

if( ! $self->TicketObj->FirstCustomFieldValue( 'Organisatie (T)' ) ) {
$self->TicketObj->AddCustomFieldValue(Field => 'Organisatie (T)', Value =>
$user_org); }

return 1;

The CF called "Organisatie (U)" is for a user, contains a list of
organizations and provides auto-completion.

The scrip runs every transaction, fills the "Organisatie (T)" (which is the
field inside the ticket) with the content of the "Organisatie (U)". But it
only fills the content when "Organisatie (T)" is empty.

Thanks for the tip.


-- Bart


2011/10/6 Ruslan Zakirov 

> On Thu, Oct 6, 2011 at 4:18 PM, Bart  wrote:
> > I've gotten a little further now with the following code:
> >
> >> my $my_rq = $self->TicketObj->RequestorAddresses;
> >>
> >> my $temp_user = RT::User->new();
> >> $temp_user->LoadByEmail($my_rq);
>
> Instead you can use the following code:
>
> my $users = $self->TicketObj->Requestors->UserMembersObj;
> my $first_user = $users->First;
>
> >> my $rq_org = $temp_user->Organization();
> >>
> >> $self->TicketObj->AddCustomFieldValue(Field => 'Oplossing', Value =>
> >> $rq_org);
> >>
> >> return 1;
> >
> > But, getting a custom field value from that user (instead of the regular
> > organization field) doesn't seem to work.
> > I've tried the following line for getting the User CF:
> >
> >> my $rq_org = $temp_user->FirstCustomFieldValue('CF Name');
> >
> > Any thoughts on how to get the User CF?
>
> That line should work. Any special (non-ASCII) characters in name of
> the CF? If yes then "use utf8;" line in the beginning of the code.
>
> > -- Bart
> >
> >
> > 2011/10/5 Bart 
> >>
> >> If I were to use the UserObj, how would that look?
> >>
> >> I find it difficult to make the transition from requestor e-mail address
> >> to used ID and from there to a users custom field O_o
> >>
> >> As for the More about requestors box, we like the default usage lol + we
> >> want the ability to make reports/charts based on the value of the
> tickets
> >> Organisation field.
> >>
> >> -- Bart
> >>
> >>
> >> 2011/10/5 Kevin Falcone 
> >>>
> >>> On Wed, Oct 05, 2011 at 09:08:37AM -0500, ktm at rice.edu wrote:
> >>> > On Wed, Oct 05, 2011 at 03:31:32PM +0200, Bart wrote:
> >>> > > Hi,
> >>> > >
> >>> > > For users we've added an extra CF which is an autocomplete field
> >>> > > containing
> >>> > > a list of roughly 450 organisations that we work with. We had to
> make
> >>> > > a
> >>> > > separate CF for this in order to help our users a little, saves
> >>> > > typo's and
> >>> > > makes adding an organisation to a user easy. So basically we're
> >>> > > ignoring the
> >>> > > RT default Organisation field and have a separate CF for this
> >>> > > purpose.
> >>> > >
> >>> > > The second thing we now want is to show that organisation name (the
> >>> > > one in
> >>> > > the organisation CF) in our tickets, so that we can make nice
> reports
> >>> > > based
> >>> > > on that information.
> >>> > > This is where I'm stuck, I can't seem to figure out how to read the
> >>> > > CF for a
> >>> > > requestor (or any user) and thus am unable to write the value into
> a
> >>> > > ticket
> >>> > > CF.
> >>> > >
> >>> > > I know how to read and write into ticket CF's, but I have no clue
> on
> >>> > > how to
> >>> > > read information from a requestor of a ticket.
> >>> > >
> >>> > > Reading information from a tidcket CF:
> >>> > >
> >>> > > $self->TicketObj->FirstCustomFieldValue('Custom Field Name');
> >>> > >
> >>> > > Writing information into a ticket CF:
> >>> > >
> >>> > > $self->TicketObj->AddCustomFieldValue(Field => 'Custom Field Name',
> >>> > > Value =>
> >>> > > $my_owner);
> >>> > >
> >>> > > Or, instead of a variable use a fixed value between single quotes.
> >>> > >
> >>> > > I also know that this piece of code gets a ticket requestor e-mail
> >>> > > address:
> >>> > >
> >>> > > my $requestor_address = $self->TicketObj->RequestorAddresses;
> >>> > >
> >>> > > But thats about as far as I'm able to get....
> >>> > >
> >>> > > Can anyone point me in the right direction for this one?
> >>> > >
> >>> > >
> >>> > > -- Bart
> >>> >
> >>> > Hi Bart,
> >>> >
> >>> > If I am understanding your question, you want to be able to script
> >>> > reading/writing User custom fields. It happens that I have hit the
> >>> > same stumbling block. It is easy to update Ticket custom fields, but
> >>> > I would like to do the same with User CFs. The only thing that looks
> >>> > like it would work is RT::Record, ugh. I hope that someone has a
> >>> > better option... patch for REST, the RT CLI...? Any help would be
> >>> > appreciated.
> >>>
> >>> Have you tried FirstCustomFieldValue or AddCustomFieldValue on a User
> >>> object?
> >>> They're RT::Record methods, and thus available on all RT objects
> >>> (although it only makes sense on the ones that have CFs applied).
> >>>
> >>> RT4 also allows customization of the More about Requestors box from
> >>> the config using Formats so you can just display the User CF directly
> >>> rather than copying.
> >>>
> >>> -kevin
> >>>
> >>> --------
> >>> RT Training Sessions (http://bestpractical.com/services/training.html)
> >>> *  San Francisco, CA, USA ? October 18 & 19, 2011
> >>> *  Washington DC, USA ? October 31 & November 1, 2011
> >>> *  Barcelona, Spain ? November 28 & 29, 2011
> >>
> >
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  San Francisco, CA, USA ? October 18 & 19, 2011
> > *  Washington DC, USA ? October 31 & November 1, 2011
> > *  Barcelona, Spain ? November 28 & 29, 2011
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From chocoboselphie at gmx.de  Thu Oct 20 08:31:05 2011
From: chocoboselphie at gmx.de (declaya)
Date: Thu, 20 Oct 2011 05:31:05 -0700 (PDT)
Subject: [rt-users]  LDAPImport and Custom Fields or FreeformContactInfo
Message-ID: <32689223.post@talk.nabble.com>


Hi all,

I just got the LDAPImport extension working and would like to import more
user data.
Is there any way to set Custom Fields with LDAPImport? I already tried to
assign some data (with the line Description => 'description' (with my CF
named Description)), but LDAPImport fails, saying:
RT::User::Description Unimplemented in RT::Record.
So I tried to declare the CF as CF.Description, but then LDAPImport was
looking for CFDescription... (I also tried escaping the . but then it also
fails).

The I thought that it would be also ok if I could write the 2 values of the
CFs into the FreeformContactInfo field. (I also tried that out, but I guess
I'm using a wrong syntax).

So how can I assign values to CFs or multiple values to the
FreeformContactInfo field?

Thanks in advance!
Have a nice day!
-- 
View this message in context: http://old.nabble.com/LDAPImport-and-Custom-Fields-or-FreeformContactInfo-tp32689223p32689223.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From bart at pleh.info  Thu Oct 20 08:40:01 2011
From: bart at pleh.info (Bart)
Date: Thu, 20 Oct 2011 14:40:01 +0200
Subject: [rt-users]  More about requestor box
Message-ID: 

Hi,

I've found these options in the RT_Config which give you some control over
what happens in the "More about requestor" box:

=item C<$ShowMoreAboutPrivilegedUsers>

This determines if the 'More about requestor' box on
Ticket/Display.html is shown for Privileged Users.

=cut

Set($ShowMoreAboutPrivilegedUsers, 0);

=item C<$MoreAboutRequestorTicketList>

This can be set to Active, Inactive, All or None.  It controls what
ticket list will be displayed in the 'More about requestor' box on
Ticket/Display.html.  This option can be controlled by users also.

=cut

Set($MoreAboutRequestorTicketList, "Active");

=item C<$MoreAboutRequestorExtraInfo>

By default, the 'More about requestor' box on Ticket/Display.html
shows the Requestor's name and ticket list.  If you would like to see
extra information about the user, this expects a Format string of user
attributes.  Please note that not all the attributes are supported in
this display because we're not building a table.

=cut

Set($MoreAboutRequestorExtraInfo, "");

=item C<$MoreAboutRequestorGroupsLimit>

By default, the 'More about requestor' box on Ticket/Display.html
shows all the groups of the Requestor.  Use this to limit the number
of groups; a value of undef removes the group display entirely.

=cut

Set($MoreAboutRequestorGroupsLimit, 0);

With that I've set these values in my RT_SiteConfig.pm:

Set($MoreAboutRequestorTicketList, "Active");
Set($MoreAboutRequestorExtraInfo, "");
Set($MoreAboutRequestorGroupsLimit, undef);
Set($ShowMoreAboutPrivilegedUsers, 1);

The only option here that I can't really get working is the
"MoreAboutRequestorExtraInfo" item.

I'd like to use that one to display a requestors phone number (if possible
all 4 phone numbers), is this possible? And if so, what do I enter as a
string?

I've tried Phone, PhoneHome, Phone Numbers, etc. but they don't seem to work
(so I've left it blank again).

Has anyone tried this before? I can't seem to find any documentation or
examples.


-- Bart
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From bart at pleh.info  Thu Oct 20 09:21:30 2011
From: bart at pleh.info (Bart)
Date: Thu, 20 Oct 2011 15:21:30 +0200
Subject: [rt-users] More about requestor box
In-Reply-To: 
References: 
Message-ID: 

Never mind, somehow (thanks to some LDAP wiki pages) I've found the exact
name :-)

(The LDAP page: http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings)

This is the result of that specific line:

Set($MoreAboutRequestorExtraInfo, "WorkPhone, HomePhone, MobilePhone");

So, it seems that you need to know the specific name and from there you can
write down the things you want to display in the More about requestor box.
(in this case the phone numbers, we don't use pagers down here so I left
that one out).

With this you have the ability to display some extra information about a
requestor directly in the ticket view.

Below a few more options there were listed on the LDAP page:

Name, EmailAddress, Organization, RealName, Address1 and Address2.

Not sure if there are more options but this should give you an idea on how
to use this setting :-) (gotta love it)

-- Bart


2011/10/20 Bart 

> Hi,
>
> I've found these options in the RT_Config which give you some control over
> what happens in the "More about requestor" box:
>
> =item C<$ShowMoreAboutPrivilegedUsers>
>
> This determines if the 'More about requestor' box on
> Ticket/Display.html is shown for Privileged Users.
>
> =cut
>
> Set($ShowMoreAboutPrivilegedUsers, 0);
>
> =item C<$MoreAboutRequestorTicketList>
>
> This can be set to Active, Inactive, All or None.  It controls what
> ticket list will be displayed in the 'More about requestor' box on
> Ticket/Display.html.  This option can be controlled by users also.
>
> =cut
>
> Set($MoreAboutRequestorTicketList, "Active");
>
> =item C<$MoreAboutRequestorExtraInfo>
>
> By default, the 'More about requestor' box on Ticket/Display.html
> shows the Requestor's name and ticket list.  If you would like to see
> extra information about the user, this expects a Format string of user
> attributes.  Please note that not all the attributes are supported in
> this display because we're not building a table.
>
> =cut
>
> Set($MoreAboutRequestorExtraInfo, "");
>
> =item C<$MoreAboutRequestorGroupsLimit>
>
> By default, the 'More about requestor' box on Ticket/Display.html
> shows all the groups of the Requestor.  Use this to limit the number
> of groups; a value of undef removes the group display entirely.
>
> =cut
>
> Set($MoreAboutRequestorGroupsLimit, 0);
>
> With that I've set these values in my RT_SiteConfig.pm:
>
> Set($MoreAboutRequestorTicketList, "Active");
> Set($MoreAboutRequestorExtraInfo, "");
> Set($MoreAboutRequestorGroupsLimit, undef);
> Set($ShowMoreAboutPrivilegedUsers, 1);
>
> The only option here that I can't really get working is the
> "MoreAboutRequestorExtraInfo" item.
>
> I'd like to use that one to display a requestors phone number (if possible
> all 4 phone numbers), is this possible? And if so, what do I enter as a
> string?
>
> I've tried Phone, PhoneHome, Phone Numbers, etc. but they don't seem to
> work (so I've left it blank again).
>
> Has anyone tried this before? I can't seem to find any documentation or
> examples.
>
>
> -- Bart
>
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From Izz.Abdullah at hibbett.com  Thu Oct 20 09:56:02 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Thu, 20 Oct 2011 08:56:02 -0500
Subject: [rt-users] Apache not fetching changes after Clearing Mason Cache
Message-ID: 

Ok...I am running on Ubuntu Server 11.04 with RT4.0.2.

Anyway, I cleared the mason cache (located at /opt/rt4/var/mason_data/obj/).  I have sudo su so that I can get a better look at the directory structure of mason_data and realize, after clearing it, it creates a marker, fine, I assume that is normal.  Once apache is restarted it gathers what is served out to the web interface for standard and the callbacks, as well as some other things.  I notice there are changes in both the /opt/rt4/share/html/Elements directory, specifically the Tabs file, AS WELL AS both of my current Callbacks, which work now, because somehow I got it when mason decided to grab a fresh copy, but these changes are NOT reflected in the new mason_data directory object files.  I thought I had found this solution, for the Callbacks anyway, by running chown root:www-data recursively on the Callbacks folder, but this actually isn't the full fix.  I got lucky, apparently.  I haven't a clue where mason is pulling the OLD data.  Please assist.  I know I ask a lot from you guys out there, but this is driving me nuts.

Thanks in advance,
Izz

Izz Abdullah
Network & Systems Engineer
Hibbett Sporting Goods, Inc.


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From theitsmith at gmail.com  Thu Oct 20 12:47:20 2011
From: theitsmith at gmail.com (Thomas Smith)
Date: Thu, 20 Oct 2011 09:47:20 -0700
Subject: [rt-users] Multiple emails being sent for single update to tickets
Message-ID: 

Hi,

I'm using RT 4.0.2 and I noticed some email behavior that seems unusual to me.

What's happening is when someone posts a reply to a ticket, anyone
who's listed on the People tab will be emailed in a single email
(Requestors and CCed people, I haven't tested it with AdminCCs). If,
on the same reply, someone is added to the "One-time CC" list, this
will generate a second email that only goes to that person or persons.
I also have default AdminCCs placed on this particular queue--the
AdminCCs are emailed on the same reply (which is expected), but RT
generates a _third_ email that only goes to the AdminCC.

Is this behavior considered normal for RT? Or is there a setting
somewhere that can be changed to alter it?

It would seem more normal to me that a single email (instead of three)
would be generated that would include anyone on the People tab, those
listed in the one-time CC and BCC fields on the reply, and the AdminCC
for the queue. Having these emails generate separately creates
confusion sometimes--the one-time CC or BCC users don't see who else
the email was sent to, nor do the AdminCCs for the queue, unless they
look at the ticket in the web UI... And only then if they have access
to view the emails.

Regards,

~ Tom


From DSilveira at prmg.mpf.gov.br  Thu Oct 20 11:53:37 2011
From: DSilveira at prmg.mpf.gov.br (Daniel Silveira)
Date: Thu, 20 Oct 2011 13:53:37 -0200
Subject: [rt-users] Multiple related Custom Fields
In-Reply-To: <201110201120.13385.simon@gikaku.com>
References: <201110191348.52059.simon@gikaku.com>
	
	<201110201120.13385.simon@gikaku.com>
Message-ID: <4EA035ED.9C15.0003.0@prmg.mpf.gov.br>

Hello everybody,
 
I need to create Custom Fields that support multiple values, with correlated data, for instance: multiple traveler's name, bank and account. 
If I had only one traveler, it would be ok. I would create one CF for each field. But I need more than one traveler/bank/account on the same ticket. And the data is correlated, that means, i can't have 3 CF's supporting multiple values each. This way I wouldn't know what bank and account belong to each traveler.
 
Resuming, i need: CF.Traveler: [ Name:_______, Bank:_______, Account:_________ ]
 
I thought 3 ways for doing this. I would appreciate if you point me the easier one.
 
1) Create external form and input data by email, through "Command by email" extension. Concatenate the fields traveler/bank/account and input on a multiple valued CF on RT (like: John Doe - Bank: lehman brothers - Account: 123456-5);
 
2) Create a javascript helper (like the one used with the date fields) and instruct user to input the correct data on each field. Than, concatenate the fields traveler/bank/account and put them on one multiple valued CF (just like the example showed above).
 
3) Create a new type: CustomFieldTraveler, that support the sub-fields mencioned. (I don't know if this is possible!)
 
Thanks in advance.
Daniel Silveira
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From gentgeen at wikiak.org  Thu Oct 20 14:15:10 2011
From: gentgeen at wikiak.org (Kevin Squire)
Date: Thu, 20 Oct 2011 14:15:10 -0400
Subject: [rt-users] OnResolve Don't Send Message for Special Condition
Message-ID: <20111020141510.1778d566@longshot.localdomain>

We are using RT 3.8
We have a custom status "autoclose" (as part of "ActiveStatus")

We have a script to close these 'autoclose' tickets after 14 days.
Script from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/


Currently, when the ticket goes from 'autoclose' to 'resolved' our
standard "Resolved" email goes out. For how we use it, the "Resolved"
email ends up being a duplicate.  

I would like to adjust my "OnResolve" scrip to fire off like it is
EXCEPT when the status goes from autoclose TO resolved.  I assume a
Custom Condition can be done here, but not sure how to go about it.


My Current "OnResolve" scrip is only for this one Queue, so it will not
mess with other queue settings.
Scrip Settings:

Description: OnResolveSendEmail
Condition: On Resolve
Action: Notify Requestors
Template: Resolved
Stage: TransactionCreate

Custom Condition, Action prep code and Cleanup are all blank.




-- 
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 ruz at bestpractical.com  Thu Oct 20 16:54:34 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 00:54:34 +0400
Subject: [rt-users] OnResolve Don't Send Message for Special Condition
In-Reply-To: <20111020141510.1778d566@longshot.localdomain>
References: <20111020141510.1778d566@longshot.localdomain>
Message-ID: 

On Thu, Oct 20, 2011 at 10:15 PM, Kevin Squire  wrote:
> We are using RT 3.8
> We have a custom status "autoclose" (as part of "ActiveStatus")
>
> We have a script to close these 'autoclose' tickets after 14 days.
> Script from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
>
>
> Currently, when the ticket goes from 'autoclose' to 'resolved' our
> standard "Resolved" email goes out. For how we use it, the "Resolved"
> email ends up being a duplicate.
>
> I would like to adjust my "OnResolve" scrip to fire off like it is
> EXCEPT when the status goes from autoclose TO resolved. ?I assume a
> Custom Condition can be done here, but not sure how to go about it.
>
>
> My Current "OnResolve" scrip is only for this one Queue, so it will not
> mess with other queue settings.
> Scrip Settings:
>
> Description: OnResolveSendEmail
> Condition: On Resolve
> Action: Notify Requestors
> Template: Resolved
> Stage: TransactionCreate
>
> Custom Condition, Action prep code and Cleanup are all blank.

You need "user defined" condition and fill in custom condition block
with code. Take a look at lib/RT/Condition/StatusChange.pm and
WritingCustomConditions on the wiki.



> --
> http://www.wikiak.org

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Oct 20 17:04:16 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 01:04:16 +0400
Subject: [rt-users] Multiple related Custom Fields
In-Reply-To: <4EA035ED.9C15.0003.0@prmg.mpf.gov.br>
References: <201110191348.52059.simon@gikaku.com>
	
	<201110201120.13385.simon@gikaku.com>
	<4EA035ED.9C15.0003.0@prmg.mpf.gov.br>
Message-ID: 

Hi,

Either solution might work, I didn't tried any. However, at the end
you will have to store all data in one custom field. You can look at
IP field implementation in RT4 that uses Content and LargeContent
columns. This may help you make your field more searches friendly, for
example you store data for search in Content and additional data in
LargeContent.

On Thu, Oct 20, 2011 at 7:53 PM, Daniel Silveira
 wrote:
> Hello everybody,
>
> I need to create Custom Fields that support?multiple values, with correlated
> data, for instance: multiple traveler's name, bank and account.
> If I had only one traveler, it would be ok. I would create?one CF for each
> field. But I need?more than one traveler/bank/account on the same ticket.
> And the data is correlated, that means, i can't have 3 CF's supporting
> multiple values each. This way I wouldn't know what bank and account belong
> to each traveler.
>
> Resuming, i need: CF.Traveler: [ Name:_______, Bank:_______,
> Account:_________ ]
>
> I thought 3 ways for doing this. I would appreciate if you point me the
> easier one.
>
> 1) Create external form and?input data by email,?through "Command by email"
> extension. Concatenate the fields traveler/bank/account and input on a
> multiple valued CF on RT (like:?John Doe - Bank: lehman brothers - Account:
> 123456-5);
>
> 2)?Create a javascript helper (like the one used with the date fields) and
> instruct user to input the correct data on each field. Than, concatenate the
> fields traveler/bank/account and put them on?one multiple valued CF (just
> like the example showed above).
>
> 3) Create a new type: CustomFieldTraveler, that support the sub-fields
> mencioned. (I don't know if this is possible!)
>
> Thanks in advance.
> Daniel Silveira
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ? October 31 & November 1, 2011
> * ?Barcelona, Spain ? November 28 & 29, 2011

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Oct 20 17:31:57 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 01:31:57 +0400
Subject: [rt-users] Multiple emails being sent for single update to
	tickets
In-Reply-To: 
References: 
Message-ID: 

Hi,

Read Managing notification actions on
http://requesttracker.wikia.com/wiki/ScripAction .

On Thu, Oct 20, 2011 at 8:47 PM, Thomas Smith  wrote:
> Hi,
>
> I'm using RT 4.0.2 and I noticed some email behavior that seems unusual to me.
>
> What's happening is when someone posts a reply to a ticket, anyone
> who's listed on the People tab will be emailed in a single email
> (Requestors and CCed people, I haven't tested it with AdminCCs). If,
> on the same reply, someone is added to the "One-time CC" list, this
> will generate a second email that only goes to that person or persons.
> I also have default AdminCCs placed on this particular queue--the
> AdminCCs are emailed on the same reply (which is expected), but RT
> generates a _third_ email that only goes to the AdminCC.
>
> Is this behavior considered normal for RT? Or is there a setting
> somewhere that can be changed to alter it?
>
> It would seem more normal to me that a single email (instead of three)
> would be generated that would include anyone on the People tab, those
> listed in the one-time CC and BCC fields on the reply, and the AdminCC
> for the queue. Having these emails generate separately creates
> confusion sometimes--the one-time CC or BCC users don't see who else
> the email was sent to, nor do the AdminCCs for the queue, unless they
> look at the ticket in the web UI... And only then if they have access
> to view the emails.
>
> Regards,
>
> ~ Tom
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ?October 31 & November 1, 2011
> * ?Barcelona, Spain ?November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From fireskyer at gmx.de  Fri Oct 21 03:18:43 2011
From: fireskyer at gmx.de (john s.)
Date: Fri, 21 Oct 2011 00:18:43 -0700 (PDT)
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: <32681644.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com>
Message-ID: <32694467.post@talk.nabble.com>


1. 10 highest priority tickets I own:


http://old.nabble.com/file/p32694467/10highestpriority.jpg 

2. Search interface: 

http://old.nabble.com/file/p32694467/searchpriority.jpg 


best regards 

john s.
-- 
View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32694467.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Fri Oct 21 06:33:51 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 14:33:51 +0400
Subject: [rt-users] More about requestor box
In-Reply-To: 
References: 
	
Message-ID: 

Hi,

This is a format string. Like one used in searches for tickets.
AdminSearchResultFormat option has examples. Custom fields can be
displayed as well.

On Thu, Oct 20, 2011 at 5:21 PM, Bart  wrote:
> Never mind, somehow (thanks to some LDAP wiki pages) I've found the exact
> name :-)
> (The LDAP page:?http://requesttracker.wikia.com/wiki/LdapSiteConfigSettings
> )
> This is the result of that specific line:
> Set($MoreAboutRequestorExtraInfo, "WorkPhone, HomePhone, MobilePhone");
> So, it seems that you need to know the specific name and from there you can
> write down the things you want to display in the More about requestor box.
> (in this case the phone numbers, we don't use pagers down here so I left
> that one out).
> With this you have the ability to display some extra information about a
> requestor directly in the ticket view.
> Below a few more options there were listed on the LDAP page:
> Name, EmailAddress, Organization, RealName, Address1 and Address2.
> Not sure if there are more options but this should give you an idea on how
> to use this setting :-) (gotta love it)
> -- Bart
>
>
> 2011/10/20 Bart 
>>
>> Hi,
>> I've found these options in the RT_Config which give you some control over
>> what happens in the "More about requestor" box:
>> =item C<$ShowMoreAboutPrivilegedUsers>
>> This determines if the 'More about requestor' box on
>> Ticket/Display.html is shown for Privileged Users.
>> =cut
>> Set($ShowMoreAboutPrivilegedUsers, 0);
>> =item C<$MoreAboutRequestorTicketList>
>> This can be set to Active, Inactive, All or None. ?It controls what
>> ticket list will be displayed in the 'More about requestor' box on
>> Ticket/Display.html. ?This option can be controlled by users also.
>> =cut
>> Set($MoreAboutRequestorTicketList, "Active");
>> =item C<$MoreAboutRequestorExtraInfo>
>> By default, the 'More about requestor' box on Ticket/Display.html
>> shows the Requestor's name and ticket list. ?If you would like to see
>> extra information about the user, this expects a Format string of user
>> attributes. ?Please note that not all the attributes are supported in
>> this display because we're not building a table.
>> =cut
>> Set($MoreAboutRequestorExtraInfo, "");
>> =item C<$MoreAboutRequestorGroupsLimit>
>> By default, the 'More about requestor' box on Ticket/Display.html
>> shows all the groups of the Requestor. ?Use this to limit the number
>> of groups; a value of undef removes the group display entirely.
>> =cut
>> Set($MoreAboutRequestorGroupsLimit, 0);
>> With that I've set these values in my RT_SiteConfig.pm:
>> Set($MoreAboutRequestorTicketList, "Active");
>> Set($MoreAboutRequestorExtraInfo, "");
>> Set($MoreAboutRequestorGroupsLimit, undef);
>> Set($ShowMoreAboutPrivilegedUsers, 1);
>> The only option here that I can't really get working is the
>> "MoreAboutRequestorExtraInfo" item.
>> I'd like to use that one to display a requestors phone number (if possible
>> all 4 phone numbers), is this possible? And if so, what do I enter as a
>> string?
>> I've tried Phone, PhoneHome, Phone Numbers, etc. but they don't seem to
>> work (so I've left it blank again).
>> Has anyone tried this before? I can't seem to find any documentation or
>> examples.
>>
>> -- Bart
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ? October 31 & November 1, 2011
> * ?Barcelona, Spain ? November 28 & 29, 2011

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Oct 21 07:42:27 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 15:42:27 +0400
Subject: [rt-users] import data/emails
In-Reply-To: <201110201048.01430.simon@gikaku.com>
References: <201110191610.49971.simon@gikaku.com>
	
	<201110201048.01430.simon@gikaku.com>
Message-ID: 

Hi,

Always Cc rt-users@ lists.

On Thu, Oct 20, 2011 at 5:48 AM, Simon Walter  wrote:
> On Wednesday, October 19, 2011 05:52:51 PM you wrote:
>> my $user = RT::User->new( RT->SystemUser );
>> my ($status, $msg) = $user->Create( Name => $email, EmailAddress => $email
>> ); RT->Logger->error("Couldn't create user: $msg") unless $status;
>
>
> Nice. I just want to confirm this will create a user with no permissions. Is
> that correct?

Privileged and Disabled arguments control that. By default user is not
disabled, but is not privileged as well.

> Would this make a user the same as one that get created when an email is
> received?

Pretty much. $AutoCreate option controls defaults for email submissions.

> my $user = RT::User->new(RT->Nobody);

Using RT->Nobody is not correct.

> It would be useful to also put that user in a certain group.
>
> Does this make sense?
>
> my $group = RT::Group->new();
> $group->LoadUserDefinedGroup("Customers");
> $group->AddMember($user->id);

Good, except constructor's argument.

> I don't see any info on what to pass to the RT::Group constructor other than:
> RT::Group->new($CurrentUser);
>
> But is that meant to load the current user's group? What about:
> RT::Group->new(RT->Nobody);
> Or
> RT::Group->new(RT->SystemUser);


RT->SystemUser is ok. Nobody and SystemUser are special RT users.
Nobody has no rights except OwnTicket so he can be owner of any
ticket. SystemUser on the other hand has SuperUser right and can do
anything. So my $group = RT::Group->new( RT->SystemUser ); is one way
to go.

However, when you already have objects around then it's better to get
current users off them:

RT::Group->new( $other_object->CurrentUser )

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Oct 21 07:50:39 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 15:50:39 +0400
Subject: [rt-users] Perl way to select Queues based on condition (4.0.2).
In-Reply-To: 
References: 
Message-ID: 

Hi,

I'm not sure what you mean. Sounds like you want a hash to map values
in one set to values in other set.

Something like this:

my %map = (
  'level' => 'queue',
  ...
);

my $qname = $map{ $level };

On Thu, Oct 20, 2011 at 12:40 AM, Srikumar Nair  wrote:
> I have a Custom Field on the Queue object called 'Support Level' with
> various support levels (Different Queue for different support levels)
> How can I choose the Queue (with Perl APIs) based on the Support Level I
> receive as input?
> I want to assign the Ticket to the correct queue during Ticket creation
> (BTW, I create Tickets with Perl APIs).
> Does any one has some Perl code snippets that uses the RT APIs?
> Thanks a bunch..
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * ?Washington DC, USA ? October 31 & November 1, 2011
> * ?Barcelona, Spain ? November 28 & 29, 2011
>



-- 
Best regards, Ruslan.


From andreas.jacobsson at bink.se  Fri Oct 21 08:48:05 2011
From: andreas.jacobsson at bink.se (Andreas.J)
Date: Fri, 21 Oct 2011 05:48:05 -0700 (PDT)
Subject: [rt-users] Add possibility to select queue when making
 reply/comment. RT 4.0.2
Message-ID: <32696032.post@talk.nabble.com>


Hello all,

I'm looking for a way to add possibility to change queue directly when
making reply or comment.

Stock RT 4.0.2 have the choice of changing Update Type, Status, Owner and
Worked.


Anyone who could point me in the right direction?


Best regards,
Andreas
-- 
View this message in context: http://old.nabble.com/Add-possibility-to-select-queue-when-making-reply-comment.-RT-4.0.2-tp32696032p32696032.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Fri Oct 21 09:26:22 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 21 Oct 2011 17:26:22 +0400
Subject: [rt-users] Add possibility to select queue when making
 reply/comment. RT 4.0.2
In-Reply-To: <32696032.post@talk.nabble.com>
References: <32696032.post@talk.nabble.com>
Message-ID: 

Take a look CustomFieldsOnUpdate extension that was released yesterday.
Concept is very similar. You just add queue editor instead of custom fields
editor.

Regards, Ruslan. From phone.
21.10.2011 16:48 ???????????? "Andreas.J" 
???????:

>
> Hello all,
>
> I'm looking for a way to add possibility to change queue directly when
> making reply or comment.
>
> Stock RT 4.0.2 have the choice of changing Update Type, Status, Owner and
> Worked.
>
>
> Anyone who could point me in the right direction?
>
>
> Best regards,
> Andreas
> --
> View this message in context:
> http://old.nabble.com/Add-possibility-to-select-queue-when-making-reply-comment.-RT-4.0.2-tp32696032p32696032.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From gentgeen at wikiak.org  Fri Oct 21 11:50:26 2011
From: gentgeen at wikiak.org (Kevin Squire)
Date: Fri, 21 Oct 2011 11:50:26 -0400
Subject: [rt-users] OnResolve Don't Send Message for Special Condition
In-Reply-To: 
References: <20111020141510.1778d566@longshot.localdomain>
	
Message-ID: <20111021115026.241de8f6@longshot.localdomain>

On Fri, 21 Oct 2011 00:54:34 +0400
Ruslan Zakirov  wrote:

> You need "user defined" condition and fill in custom condition block
> with code. Take a look at lib/RT/Condition/StatusChange.pm and
> WritingCustomConditions on the wiki.
> 

The Example CustomConditions (link from the WritingCustomConditions
page) got me started, thank you.

Based on what I saw there, and some of my other scrips, I put together
the following, and tried it on my Testing Queue... through some trial
and error I think I got it right.

But since my perl skills are pretty weak, I was hoping someone could
look this over and let me know if yes, my logic/scrip for the Custom
Condition is good.  (I want the Notify Requestors with template
Resolved to happen when status changes to resolve, UNLESS the change
is autoclose --> resolved  )


Description: CustomResolveMute
Condition: User Defined
Action: Notify Requestors
Template: Resolved
Stage: TransactionCreate

Custom Condition:

$RT::Logger->debug( "Running CustomOnResolveMute Scrip" );
## Check to see that the change is a status change
return 0 unless $self->TransactionObj->Type eq "Status";
$RT::Logger->debug( "CustomOnResolveMute - Status change True" );

## Check to see if the new status is 'resolved'
return 0 unless $self->TransactionObj->NewValue eq "resolved";
$RT::Logger->debug( "CustomOnResolveMute - Status changed to resolved" );

## Check to see is old status is 'autoclose'
return 0 if $self->TransactionObj->OldValue eq "autoclose";
$RT::Logger->debug( "CustomOnResolveMute - Previous status was not autoclose" );

## only reason I should get here is if 3 conditions are meet:
###    1) this is a status change
###    2) ticket is changed to 'resolved'
###    3) ticket was not changed from 'autoclose' to 'resolved'
return 1;

Action prep code: Blank
Cleanup: blank


-- 
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 srikumarp at fb.com  Fri Oct 21 15:02:05 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Fri, 21 Oct 2011 19:02:05 +0000
Subject: [rt-users] creation initial data with rt-setup-database (4.0.2)
Message-ID: 

I am using the following entry in the initial data file to create a custom field:

@CustomFields = (
    {
        Name        => 'Search_Criteria',
        Type        => 'FreeformSingle',
        Disabled    => 0,
        Description => 'Search Criteria',
    }
)

* When looking at this custom field in the RT UI in the advance tab I get the message "Something wrong. Contact system administrator".  What I am I doing wrong here?
* Also, what option do I specify to make this a global one which is applicable to all the tickets?

Thanks
Srikumar

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From ruz at bestpractical.com  Fri Oct 21 16:01:24 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 22 Oct 2011 00:01:24 +0400
Subject: [rt-users] creation initial data with rt-setup-database (4.0.2)
In-Reply-To: 
References: 
Message-ID: 

On Fri, Oct 21, 2011 at 11:02 PM, Srikumar Nair  wrote:
> I am using the following entry in the initial data file to create a custom
> field:
> @CustomFields = (
> ? ? {
> ? ? ? ? Name ? ? ? ?=> 'Search_Criteria',
> ? ? ? ? Type ? ? ? ?=> 'FreeformSingle',
> ? ? ? ? Disabled ? ?=> 0,
> ? ? ? ? Description => 'Search Criteria',
> ? ? }
> )
> * When looking at this custom field in the RT UI in the advance tab I get
> the message "Something wrong. Contact system administrator".
?What I am I
> doing wrong here?

When you see such message, you have more descriptive message in the logs.

> * Also, what option do I specify to make this a global one which is
> applicable to all the tickets?

If you add "Queue => 0," then probably you'll kill both rabbits.

Please file a bug report saying that above structure in initialdata
file result in an invalid custom field. Create method in
RT::CustomField should do better job at validating its input.

> Thanks
> Srikumar

-- 
Best regards, Ruslan.


From aline.guedes at gmail.com  Fri Oct 21 16:18:55 2011
From: aline.guedes at gmail.com (Aline Guedes)
Date: Fri, 21 Oct 2011 18:18:55 -0200
Subject: [rt-users] Misleading message sent by RT::Extension::CommandByMail
Message-ID: 

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."

The error message is misleading - the ticket is created, but with status
"New" instead of "Stalled". I am not sure if this is a problem on the plugin
though - the plugin expects that a new ticket id is returned by the sub
"Create" at lib/RT/Ticket.pm when ticket creation was successful. The sub
doesn't return the ticket id on this case though. Is this considered to be a
bug?

Best regards,
Aline
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From srikumarp at fb.com  Fri Oct 21 16:29:20 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Fri, 21 Oct 2011 20:29:20 +0000
Subject: [rt-users] creation initial data with rt-setup-database (4.0.2)
In-Reply-To: 
Message-ID: 

Perfect. That took care of both the issues.

BTW, what is the URL for me to file bugs in RT?

On 10/21/11 1:01 PM, "Ruslan Zakirov"  wrote:

>On Fri, Oct 21, 2011 at 11:02 PM, Srikumar Nair  wrote:
>> I am using the following entry in the initial data file to create a
>>custom
>> field:
>> @CustomFields = (
>>     {
>>         Name        => 'Search_Criteria',
>>         Type        => 'FreeformSingle',
>>         Disabled    => 0,
>>         Description => 'Search Criteria',
>>     }
>> )
>> * When looking at this custom field in the RT UI in the advance tab I
>>get
>> the message "Something wrong. Contact system administrator".
> What I am I
>> doing wrong here?
>
>When you see such message, you have more descriptive message in the logs.
>
>> * Also, what option do I specify to make this a global one which is
>> applicable to all the tickets?
>
>If you add "Queue => 0," then probably you'll kill both rabbits.
>
>Please file a bug report saying that above structure in initialdata
>file result in an invalid custom field. Create method in
>RT::CustomField should do better job at validating its input.
>
>> Thanks
>> Srikumar
>
>-- 
>Best regards, Ruslan.



From srikumarp at fb.com  Fri Oct 21 16:54:05 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Fri, 21 Oct 2011 20:54:05 +0000
Subject: [rt-users] Displaying custom field with Ticket API
Message-ID: 

We have a Global custom field called Search_Criteria in Ticket object.
I am using the following code snippet to display this Search_Criteria in the tickets.

Apparently the print line is not correct; but after searching the mailing lists and the wiki I cannot find the correct way to do this.
What is the correct way here?

my $ticketSql = "Requestor.Name = '$requestor'";

my $tickets4Requestor = RT::Tickets->new(RT->SystemUser);
$tickets4Requestor->FromSQL($ticketSql);

while (my $request = $tickets4Requestor->Next ) {
   print $request->CF.{Search_Criteria} . "\n";   ### ======> problem line.
}


Thanks
Srikumar

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From ruz at bestpractical.com  Fri Oct 21 17:18:57 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 22 Oct 2011 01:18:57 +0400
Subject: [rt-users] creation initial data with rt-setup-database (4.0.2)
In-Reply-To: 
References: 
	
Message-ID: 

On Sat, Oct 22, 2011 at 12:29 AM, Srikumar Nair  wrote:
> Perfect. That took care of both the issues.
>
> BTW, what is the URL for me to file bugs in RT?

http://requesttracker.wikia.com/wiki/BugReporting

or use http://issues.bestpractical.com with guest/guest account

> On 10/21/11 1:01 PM, "Ruslan Zakirov"  wrote:
>
>>On Fri, Oct 21, 2011 at 11:02 PM, Srikumar Nair  wrote:
>>> I am using the following entry in the initial data file to create a
>>>custom
>>> field:
>>> @CustomFields = (
>>> ? ? {
>>> ? ? ? ? Name ? ? ? ?=> 'Search_Criteria',
>>> ? ? ? ? Type ? ? ? ?=> 'FreeformSingle',
>>> ? ? ? ? Disabled ? ?=> 0,
>>> ? ? ? ? Description => 'Search Criteria',
>>> ? ? }
>>> )
>>> * When looking at this custom field in the RT UI in the advance tab I
>>>get
>>> the message "Something wrong. Contact system administrator".
>> What I am I
>>> doing wrong here?
>>
>>When you see such message, you have more descriptive message in the logs.
>>
>>> * Also, what option do I specify to make this a global one which is
>>> applicable to all the tickets?
>>
>>If you add "Queue => 0," then probably you'll kill both rabbits.
>>
>>Please file a bug report saying that above structure in initialdata
>>file result in an invalid custom field. Create method in
>>RT::CustomField should do better job at validating its input.
>>
>>> Thanks
>>> Srikumar
>>
>>--
>>Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.


From srikumarp at fb.com  Fri Oct 21 18:42:43 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Fri, 21 Oct 2011 22:42:43 +0000
Subject: [rt-users] Adding custom field to the Queue object thru initial
 data script (4.0.2)
Message-ID: 

I am trying to create a custom field on the Queue object with the initial data script, which has the following entry:

    {
        Name        => 'Country',
        Type        => 'SelectSingle',
        LookupType  => 'RT::Queue',
        Disabled    => 0,
        Queue       => 0,
        Description => 'Country information is used to identify country specific queues',
    },

My assumption is specifying the LookupType as 'RT::Queue' will make it add it to the Queue object. But this gets added to the Ticket object.
How do I add custom field to the Queue object thru the initial data scripts?

Thanks
Srikumar

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From Izz.Abdullah at hibbett.com  Fri Oct 21 20:07:32 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Fri, 21 Oct 2011 19:07:32 -0500
Subject: [rt-users] Apache not fetching changes after Clearing Mason
	Cache
In-Reply-To: 
References: 
Message-ID: 

Anybody?  I would greatly appreciate some help.  Acknowledgement from the bp team would be nice on my inquiries.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Thursday, October 20, 2011 8:56 AM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Apache not fetching changes after Clearing Mason Cache

Ok...I am running on Ubuntu Server 11.04 with RT4.0.2.

Anyway, I cleared the mason cache (located at /opt/rt4/var/mason_data/obj/).  I have sudo su so that I can get a better look at the directory structure of mason_data and realize, after clearing it, it creates a marker, fine, I assume that is normal.  Once apache is restarted it gathers what is served out to the web interface for standard and the callbacks, as well as some other things.  I notice there are changes in both the /opt/rt4/share/html/Elements directory, specifically the Tabs file, AS WELL AS both of my current Callbacks, which work now, because somehow I got it when mason decided to grab a fresh copy, but these changes are NOT reflected in the new mason_data directory object files.  I thought I had found this solution, for the Callbacks anyway, by running chown root:www-data recursively on the Callbacks folder, but this actually isn't the full fix.  I got lucky, apparently.  I haven't a clue where mason is pulling the OLD data.  Please assist.  I know I ask a lot from you guys out there, but this is driving me nuts.

Thanks in advance,
Izz

Izz Abdullah
Network & Systems Engineer
Hibbett Sporting Goods, Inc.


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From ruz at bestpractical.com  Sat Oct 22 07:05:12 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 22 Oct 2011 15:05:12 +0400
Subject: [rt-users] Displaying custom field with Ticket API
In-Reply-To: 
References: 
Message-ID: 

Use FirstCustomFieldValue method.

Regards, Ruslan. From phone.
22.10.2011 0:54 ???????????? "Srikumar Nair"  ???????:

>  We have a Global custom field called Search_Criteria in Ticket object.
> I am using the following code snippet to display this Search_Criteria in
> the tickets.
>
>  Apparently the print line is not correct; but after searching the mailing
> lists and the wiki I cannot find the correct way to do this.
> What is the correct way here?
>
>  my $ticketSql = "Requestor.Name = '$requestor'";
>
>  my $tickets4Requestor = RT::Tickets->new(RT->SystemUser);
> $tickets4Requestor->FromSQL($ticketSql);
>
>  while (my $request = $tickets4Requestor->Next ) {
>    print $request->CF.{Search_Criteria} . "\n";   ### ======> problem line.
> }
>
>
>  Thanks
> Srikumar
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From ruz at bestpractical.com  Sat Oct 22 07:10:42 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 22 Oct 2011 15:10:42 +0400
Subject: [rt-users] Misleading message sent by
	RT::Extension::CommandByMail
In-Reply-To: 
References: 
Message-ID: 

What's misleading? Message with commands applied failed, simple creation
procedure was used with all commands ignored. I don't remember, but probably
an option exists to avoid fallback. What do you expect to happen when
commands are invalid?

Regards, Ruslan. From phone.
22.10.2011 0:19 ???????????? "Aline Guedes" 
???????:

> 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."
>
> The error message is misleading - the ticket is created, but with status
> "New" instead of "Stalled". I am not sure if this is a problem on the plugin
> though - the plugin expects that a new ticket id is returned by the sub
> "Create" at lib/RT/Ticket.pm when ticket creation was successful. The sub
> doesn't return the ticket id on this case though. Is this considered to be a
> bug?
>
> Best regards,
> Aline
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From reuteras at gmail.com  Sat Oct 22 14:32:29 2011
From: reuteras at gmail.com (=?UTF-8?Q?Peter_Reuter=C3=A5s?=)
Date: Sat, 22 Oct 2011 20:32:29 +0200
Subject: [rt-users] Change username format of autocomplete list
Message-ID: 

Hi,

I've just started testing RT 4.0.2 for a future upgrade from the
3.8-series. Enabled autocomplete based on work phone number in
addition to name for requestor. However doing that I would like to
change the username format of the suggestions in the drop down to
include name, email and work phone.

Is there a standard way to add a new username format? If I understand
correctly the format is the one the user select on the Setting ->
Options page and the default specified in $UsernameFormat. The current
options are "concise" and "verbose". How to add a "superverbose" with
name, email and work phone? Couldn't find any suggestions in the wiki.

Best regards,

Peter


From aline.guedes at gmail.com  Sun Oct 23 10:45:09 2011
From: aline.guedes at gmail.com (Aline Guedes)
Date: Sun, 23 Oct 2011 12:45:09 -0200
Subject: [rt-users] Misleading message sent by
	RT::Extension::CommandByMail
In-Reply-To: 
References: 
	
Message-ID: 

I hadn't realized that "fallback to standard mailgate" meant "simple
creation procedure was used with all commands ignored".

Maybe that was the problem here. Would it make sense to change that message
a little bit and make it easier to understand?

Best regards,
Aline

On Sat, Oct 22, 2011 at 9:10 AM, Ruslan Zakirov wrote:

> What's misleading? Message with commands applied failed, simple creation
> procedure was used with all commands ignored. I don't remember, but probably
> an option exists to avoid fallback. What do you expect to happen when
> commands are invalid?
>
> Regards, Ruslan. From phone.
> 22.10.2011 0:19 ???????????? "Aline Guedes" 
> ???????:
>
>> 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."
>>
>> The error message is misleading - the ticket is created, but with status
>> "New" instead of "Stalled". I am not sure if this is a problem on the plugin
>> though - the plugin expects that a new ticket id is returned by the sub
>> "Create" at lib/RT/Ticket.pm when ticket creation was successful. The sub
>> doesn't return the ticket id on this case though. Is this considered to be a
>> bug?
>>
>> Best regards,
>> Aline
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA -- October 31 & November 1, 2011
>> *  Barcelona, Spain -- November 28 & 29, 2011
>>
>
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From srikumarp at fb.com  Sun Oct 23 19:26:37 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Sun, 23 Oct 2011 23:26:37 +0000
Subject: [rt-users] Displaying custom field with Ticket API
In-Reply-To: 
Message-ID: 

Great. That works nicely.

Thanks Ruslan.

From: Ruslan Zakirov >
Date: Sat, 22 Oct 2011 15:05:12 +0400
To: Srikumar Nair >
Cc: "rt-users at lists.bestpractical.com" >
Subject: Re: [rt-users] Displaying custom field with Ticket API


Use FirstCustomFieldValue method.

Regards, Ruslan. From phone.

22.10.2011 0:54 ???????????? "Srikumar Nair" > ???????:
We have a Global custom field called Search_Criteria in Ticket object.
I am using the following code snippet to display this Search_Criteria in the tickets.

Apparently the print line is not correct; but after searching the mailing lists and the wiki I cannot find the correct way to do this.
What is the correct way here?

my $ticketSql = "Requestor.Name = '$requestor'";

my $tickets4Requestor = RT::Tickets->new(RT->SystemUser);
$tickets4Requestor->FromSQL($ticketSql);

while (my $request = $tickets4Requestor->Next ) {
   print $request->CF.{Search_Criteria} . "\n";   ### ======> problem line.
}


Thanks
Srikumar


--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA ? October 31 & November 1, 2011
*  Barcelona, Spain ? November 28 & 29, 2011
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From lmander at mixvoip.com  Mon Oct 24 05:42:10 2011
From: lmander at mixvoip.com (Laurent Mander)
Date: Mon, 24 Oct 2011 11:42:10 +0200 (CEST)
Subject: [rt-users] RT4 - Auto-close tickets after X days
In-Reply-To: <1408222440.87783.1319449315733.JavaMail.root@zimbra>
Message-ID: <1118945552.87794.1319449330189.JavaMail.root@zimbra>



Hi guys,

Is there any possibility or script to close tickets (open, new, ...) after X days in RT4?


Many thanks,
Laurent


From trs at bestpractical.com  Mon Oct 24 09:52:49 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 24 Oct 2011 09:52:49 -0400
Subject: [rt-users] Change username format of autocomplete list
In-Reply-To: 
References: 
Message-ID: <4EA56DB1.8030809@bestpractical.com>

On 10/22/2011 02:32 PM, Peter Reuter?s wrote:
> Is there a standard way to add a new username format? If I understand
> correctly the format is the one the user select on the Setting ->
> Options page and the default specified in $UsernameFormat. The current
> options are "concise" and "verbose". How to add a "superverbose" with
> name, email and work phone? Couldn't find any suggestions in the wiki.

share/html/Elements/ShowUser is what looks at the system setting or user 
preference and dispatches to the right component for display 
(ShowUserVerbose vs. ShowUserConcise out of the box).

You'll need to add a share/html/Elements/ShowUserSuperverbose (note 
casing since the preference is lower-cased an then the first letter 
upper-cased) and then either Set($UsernameFormat, 'superverbose'); 
globally and/or write some Perl in your config to add superverbose to 
the user preference options.  Something like this might do the trick:

push @{$RT::Config::META{UsernameFormat}->{WidgetArguments}{Values}}, 
'superverbose';
$RT::Config::META{UsernameFormat}->{WidgetArguments}{ValuesLabel}{superverbose} 
= 'Name, email address, and phone number';

That's untested, so give it a shot.

Thomas


From reuteras at gmail.com  Mon Oct 24 09:55:38 2011
From: reuteras at gmail.com (=?UTF-8?Q?Peter_Reuter=C3=A5s?=)
Date: Mon, 24 Oct 2011 15:55:38 +0200
Subject: [rt-users] Change username format of autocomplete list
In-Reply-To: <4EA56DB1.8030809@bestpractical.com>
References: 
	<4EA56DB1.8030809@bestpractical.com>
Message-ID: 

> share/html/Elements/ShowUser is what looks at the system setting or user
> preference and dispatches to the right component for display
> (ShowUserVerbose vs. ShowUserConcise out of the box).
>
> You'll need to add a share/html/Elements/ShowUserSuperverbose (note casing
> since the preference is lower-cased an then the first letter upper-cased)
> and then either Set($UsernameFormat, 'superverbose'); globally and/or write
> some Perl in your config to add superverbose to the user preference options.
> ?Something like this might do the trick:
>
> push @{$RT::Config::META{UsernameFormat}->{WidgetArguments}{Values}},
> 'superverbose';
> $RT::Config::META{UsernameFormat}->{WidgetArguments}{ValuesLabel}{superverbose}
> = 'Name, email address, and phone number';
>
> That's untested, so give it a shot.

Thanks for quick reply! Will look into it as soon as I'm back from a conference.

/Peter


From srikumarp at fb.com  Mon Oct 24 11:45:51 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Mon, 24 Oct 2011 15:45:51 +0000
Subject: [rt-users] Adding custom field to the Queue object thru initial
 data script (4.0.2)
In-Reply-To: 
Message-ID: 

Has anyone tried to add custom fields to the Queue object (or any other Ticket objects) thru the initial data scripts (which will be run with the $RT_HOME/sbin/rt-setup-database command)?

Also, is there a place where I can find the list of different Types I can use in script?
Basically these should correspond to various drop down values for Type in the web UI where you define the Custom Fields.

Thanks again..


I am trying to create a custom field on the Queue object with the initial data script, which has the following entry:

    {
        Name        => 'Country',
        Type        => 'SelectSingle',
        LookupType  => 'RT::Queue',
        Disabled    => 0,
        Queue       => 0,
        Description => 'Country information is used to identify country specific queues',
    },

My assumption is specifying the LookupType as 'RT::Queue' will make it add it to the Queue object. But this gets added to the Ticket object.
How do I add custom field to the Queue object thru the initial data scripts?

Thanks
Srikumar

-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA ? October 31 & November 1, 2011 * Barcelona, Spain ? November 28 & 29, 2011
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From kfcrocker at lbl.gov  Mon Oct 24 14:49:10 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 24 Oct 2011 11:49:10 -0700
Subject: [rt-users] Multiple related Custom Fields
In-Reply-To: 
References: <201110191348.52059.simon@gikaku.com>
	
	<201110201120.13385.simon@gikaku.com>
	<4EA035ED.9C15.0003.0@prmg.mpf.gov.br>
	
Message-ID: 

Daniel,

There is another option, but it would be complicated and need some
complicated additional code to work; build an intelligent/mnemonic key for
the CF Value. This is JUST an example, but lets say you built code that took
the travelers initials (or first x letters of their first name) and appended
a mnemonic key for the banks (a finite list from a built-in array) used and
then the account number, you could insert that result as the CF value. The
problem I have with this is pretty obvious, any intelligent design for
values and codes has to be de-coded or decrypted in order to make any sense
for someone looking at or trying to use those values. That's a lot of extra
code for wherever that CF is used, but it IS another option. Just trying to
"brain-stem" storm the issue.

Hope this helps.

Kenn
LBNL

On Thu, Oct 20, 2011 at 2:04 PM, Ruslan Zakirov wrote:

> Hi,
>
> Either solution might work, I didn't tried any. However, at the end
> you will have to store all data in one custom field. You can look at
> IP field implementation in RT4 that uses Content and LargeContent
> columns. This may help you make your field more searches friendly, for
> example you store data for search in Content and additional data in
> LargeContent.
>
> On Thu, Oct 20, 2011 at 7:53 PM, Daniel Silveira
>  wrote:
> > Hello everybody,
> >
> > I need to create Custom Fields that support multiple values, with
> correlated
> > data, for instance: multiple traveler's name, bank and account.
> > If I had only one traveler, it would be ok. I would create one CF for
> each
> > field. But I need more than one traveler/bank/account on the same ticket.
> > And the data is correlated, that means, i can't have 3 CF's supporting
> > multiple values each. This way I wouldn't know what bank and account
> belong
> > to each traveler.
> >
> > Resuming, i need: CF.Traveler: [ Name:_______, Bank:_______,
> > Account:_________ ]
> >
> > I thought 3 ways for doing this. I would appreciate if you point me the
> > easier one.
> >
> > 1) Create external form and input data by email, through "Command by
> email"
> > extension. Concatenate the fields traveler/bank/account and input on a
> > multiple valued CF on RT (like: John Doe - Bank: lehman brothers -
> Account:
> > 123456-5);
> >
> > 2) Create a javascript helper (like the one used with the date fields)
> and
> > instruct user to input the correct data on each field. Than, concatenate
> the
> > fields traveler/bank/account and put them on one multiple valued CF (just
> > like the example showed above).
> >
> > 3) Create a new type: CustomFieldTraveler, that support the sub-fields
> > mencioned. (I don't know if this is possible!)
> >
> > Thanks in advance.
> > Daniel Silveira
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Washington DC, USA ? October 31 & November 1, 2011
> > *  Barcelona, Spain ? November 28 & 29, 2011
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
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From kfcrocker at lbl.gov  Mon Oct 24 15:00:33 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 24 Oct 2011 12:00:33 -0700
Subject: [rt-users] Perl way to select Queues based on condition (4.0.2).
In-Reply-To: 
References:  
Message-ID: 

Srikumar,

You could possibly use something like this:

# set basic values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

#
# set new ticket Queue id value
#
#        1 - Queue 1
#        2-  Queue 2
#

my %lvls = qw(
           Support1   1
           Support2   2
          );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "Support Level");

# check for valid Support Level value first,
# then set new Ticket Queue ID

if ($cf->id)
    {
     my $cfvalue = $ticket->FirstCustomFieldValue('Support Level');
     my $queueid = $lvls{$cfvalue};
     $ticket->SetQueue($queueid);
    }

return 1;

Obviously, you will have different values for your CF "Support Level", but I
think this will give yoiu an idea of how it works.

Hope it helps.

Kenn
LBNL

On Wed, Oct 19, 2011 at 1:40 PM, Srikumar Nair  wrote:

>  I have a Custom Field on the Queue object called 'Support Level' with
> various support levels (Different Queue for different support levels)
> How can I choose the Queue (with Perl APIs) based on the Support Level I
> receive as input?
>
>  I want to assign the Ticket to the correct queue during Ticket creation
> (BTW, I create Tickets with Perl APIs).
>
>  Does any one has some Perl code snippets that uses the RT APIs?
>
>  Thanks a bunch..
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From Joachim.Thuau at spacex.com  Mon Oct 24 15:23:17 2011
From: Joachim.Thuau at spacex.com (Joachim Thuau)
Date: Mon, 24 Oct 2011 19:23:17 +0000
Subject: [rt-users] RT4 - Auto-close tickets after X days
In-Reply-To: <1118945552.87794.1319449330189.JavaMail.root@zimbra>
Message-ID: 


You should be able to, in the worst case scenario, to use rt-crontool to
make it happen.
That being said, there are probably better ways to do this.

Jok
-- 
| Joachim Thuau | Linux Systems Administrator / SpaceX |
| Cell: 310-890-7937 | Office: 310-363-6153 |




On 10/24/11 2:42 AM, "Laurent Mander"  wrote:

>
>
>Hi guys,
>
>Is there any possibility or script to close tickets (open, new, ...)
>after X days in RT4?
>
>
>Many thanks,
>Laurent
>--------
>RT Training Sessions (http://bestpractical.com/services/training.html)
>*  Washington DC, USA  October 31 & November 1, 2011
>*  Barcelona, Spain  November 28 & 29, 2011



From Joshua.Greenberg at constellation.com  Mon Oct 24 16:00:30 2011
From: Joshua.Greenberg at constellation.com (Greenberg, Joshua L)
Date: Mon, 24 Oct 2011 16:00:30 -0400
Subject: [rt-users] Question on setup
Message-ID: <028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>

I'm installing RT 3.8.10. I have to use this version because I'm installing RTIR and that doesn't support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name 'root', password 'password') it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I've made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks.

Josh
>>> 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
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From bart at pleh.info  Tue Oct 25 03:41:49 2011
From: bart at pleh.info (Bart)
Date: Tue, 25 Oct 2011 09:41:49 +0200
Subject: [rt-users] Question on setup
In-Reply-To: <028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
References: 
	<028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
Message-ID: 

Hi,

Few questions on your setup:

   - On what OS have you installed RT?
   - Which installation steps did you take? (e.g. did you do the
   testdeps/fixdeps thingy?)
   - Are you using Apache to serve RT?
   - Can I assuming you've used the RT documentation for the apache vhost
   configuration?
   - What do the logs say? (assuming it's some flavor of Unix /var/log/)
   - Have you checked the permissions on the RT folders? (along with
   user/group ownerships)

Something like that at least, we need a little more info in order to help
:-)

-- Bart


2011/10/24 Greenberg, Joshua L 

> I?m installing RT 3.8.10. I have to use this version because I?m installing
> RTIR and that doesn?t support RT 4 yet. I think everything is set up
> correctly but when I login for the first time (user name ?root?, password
> ?password?) it displays the text of the file RT_HOME/NoAuth/Login.html. Let
> me know what information you need from me to help troubleshoot this. I?ve
> made very few changes to the RT_SiteConfig file, only the $rtname,
> $Organization, $DatabasePassword and $OwnerEmail variables. Thanks.****
>
> ** **
>
> Josh****
>
> >>> 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)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From fireskyer at gmx.de  Tue Oct 25 04:44:06 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 25 Oct 2011 01:44:06 -0700 (PDT)
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: <32694467.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com> <32694467.post@talk.nabble.com>
Message-ID: <32715836.post@talk.nabble.com>



hello everybody 

 i think i have found the problem but a solution is still missing:


RT ignore the thing that the dashboard should show only the  10 highest
tickets ....

it show's all tickets which belongs to the user which is logged in.



why is it so? has someone similar problems ?

best regards joh s. 
















-- 
View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32715836.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From bart at pleh.info  Tue Oct 25 05:05:04 2011
From: bart at pleh.info (Bart)
Date: Tue, 25 Oct 2011 11:05:04 +0200
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
	work
In-Reply-To: <32715836.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com> <32694467.post@talk.nabble.com>
	<32715836.post@talk.nabble.com>
Message-ID: 

I believe the amount of tickets shown on the dashboard is something you set
in the user preferences or on as default in the RT_SiteConfig.pm:

User --> Options (see image)


Or set the default in the RT_SiteConfig.pm:

Set($DefaultSummaryRows, 10);


Hope this helps.

-- Bart


2011/10/25 john s. 

>
>
> hello everybody
>
>  i think i have found the problem but a solution is still missing:
>
>
> RT ignore the thing that the dashboard should show only the  10 highest
> tickets ....
>
> it show's all tickets which belongs to the user which is logged in.
>
>
>
> why is it so? has someone similar problems ?
>
> best regards joh s.
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32715836.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From bart at pleh.info  Tue Oct 25 05:06:31 2011
From: bart at pleh.info (Bart)
Date: Tue, 25 Oct 2011 11:06:31 +0200
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
	work
In-Reply-To: 
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com> <32694467.post@talk.nabble.com>
	<32715836.post@talk.nabble.com>
	
Message-ID: 

Forgot the image...



-- Bart


2011/10/25 Bart 

> I believe the amount of tickets shown on the dashboard is something you set
> in the user preferences or on as default in the RT_SiteConfig.pm:
>
> User --> Options (see image)
>
>
> Or set the default in the RT_SiteConfig.pm:
>
> Set($DefaultSummaryRows, 10);
>
>
> Hope this helps.
>
> -- Bart
>
>
> 2011/10/25 john s. 
>
>
>>
>> hello everybody
>>
>>  i think i have found the problem but a solution is still missing:
>>
>>
>> RT ignore the thing that the dashboard should show only the  10 highest
>> tickets ....
>>
>> it show's all tickets which belongs to the user which is logged in.
>>
>>
>>
>> why is it so? has someone similar problems ?
>>
>> best regards joh s.
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> --
>> View this message in context:
>> http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32715836.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA  October 31 & November 1, 2011
>> *  Barcelona, Spain  November 28 & 29, 2011
>>
>
>
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From fireskyer at gmx.de  Tue Oct 25 06:00:25 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 25 Oct 2011 03:00:25 -0700 (PDT)
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: 
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com> <32694467.post@talk.nabble.com>
	<32715836.post@talk.nabble.com>
	
	
Message-ID: <32716294.post@talk.nabble.com>



Hello Bart,

thanks for your helping but ... 


if i have understood this correctly ... the config entry  limited all search
results to 10 ......

i need a solution to break down only the dashboard view to the amount of 10
... 

normally it should be worked by default or?  

i think the priority extension is responsible for it 

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-tp32623297p32716294.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From bart at pleh.info  Tue Oct 25 06:14:33 2011
From: bart at pleh.info (Bart)
Date: Tue, 25 Oct 2011 12:14:33 +0200
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
	work
In-Reply-To: <32716294.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com> <32694467.post@talk.nabble.com>
	<32715836.post@talk.nabble.com>
	
	
	<32716294.post@talk.nabble.com>
Message-ID: 

That setting is specifically for the dashboard, when you click the search
string it defaults to 50 I think.

-- Bart


2011/10/25 john s. 

>
>
> Hello Bart,
>
> thanks for your helping but ...
>
>
> if i have understood this correctly ... the config entry  limited all
> search
> results to 10 ......
>
> i need a solution to break down only the dashboard view to the amount of 10
> ...
>
> normally it should be worked by default or?
>
> i think the priority extension is responsible for it
>
> 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-tp32623297p32716294.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From fireskyer at gmx.de  Tue Oct 25 07:24:04 2011
From: fireskyer at gmx.de (john s.)
Date: Tue, 25 Oct 2011 04:24:04 -0700 (PDT)
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
 work
In-Reply-To: 
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com> <32694467.post@talk.nabble.com>
	<32715836.post@talk.nabble.com>
	
	
	<32716294.post@talk.nabble.com>
	
Message-ID: <32716793.post@talk.nabble.com>



hello bart 

i have set up an rt system without an rt extension and  on this occours also  
this strange problem 




are there any way to customize the amount of search results  .... ?


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-tp32623297p32716793.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From tobiasbp at gmail.com  Tue Oct 25 07:48:30 2011
From: tobiasbp at gmail.com (tobiasbp)
Date: Tue, 25 Oct 2011 13:48:30 +0200
Subject: [rt-users] Searching for values in a custom field identified by ID?
Message-ID: 

Hello list.

I'm looking for resolved tickets with the value of 0 in the custom
field called "Invoice no." like this:
$tickets->FromSQL('("CF.{Invoice no.}"=0 AND Status = "Resolved")');

The above works, but I would like to refer to the custom field by its
ID. How should i formulate my search?

I'm running RT 3.8.8.

Regards,
Tobias


From bduarte at cnc.una.py  Tue Oct 25 09:33:30 2011
From: bduarte at cnc.una.py (Bruno M. Duarte Coscia)
Date: Tue, 25 Oct 2011 10:33:30 -0300
Subject: [rt-users] Dashboard doesn't appear on unprivileged users
Message-ID: <4EA6BAAA.3000800@cnc.una.py>

Hi everyone, I'm trying to properly configurate  RT to the elemental needs.

OS: Centos 5.4
RT: 4.0.2

The idea is to have as many queues as programs that we support are in
existence .
Each enterprise costumer has access to this queues (programs), so
there's a group in RT that classifies them

The issue consist in configurate the groups/queues in such way that they
will have present  the Dashboard options in the navigation bar.

In the wiki says "Several new rights have been added to RT with regards
to dashboards. These rights must be granted (to a user or group) before
the dashboard options become available" (Link:
http://requesttracker.wikia.com/wiki/ManualDashboards )

Please, could be possible some orientation regards this issue?

Cheers.


From simon at gikaku.com  Tue Oct 25 09:49:58 2011
From: simon at gikaku.com (Simon Walter)
Date: Tue, 25 Oct 2011 04:49:58 -0900
Subject: [rt-users] import data/emails
References: <201110191610.49971.simon@gikaku.com>
	<201110201048.01430.simon@gikaku.com>
	
Message-ID: <201110252249.58550.simon@gikaku.com>

On Friday, October 21, 2011, Ruslan Zakirov wrote:
..
> However, when you already have objects around then it's better to get
> current users off them:
> 
> RT::Group->new( $other_object->CurrentUser )

Understood. Thank you!


From cloos at netcologne.de  Tue Oct 25 10:19:09 2011
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 25 Oct 2011 16:19:09 +0200
Subject: [rt-users] PriorityasString: Sort function on dashboard doesn't
	work
In-Reply-To: <32681644.post@talk.nabble.com>
References: <32623297.post@talk.nabble.com>
	<4E9DA55B.5000801@bestpractical.com>
	<32681644.post@talk.nabble.com>
Message-ID: <4EA6C55D.1040902@netcologne.de>

Am 19.10.2011 13:38, schrieb john s.:
>
> Hello Thomas
>
> For example
>
> I have 3 Tickets
>
> 1. high
> 2.middle
> 3.normal

Which status and owner have the 3 tickets?

>
>
> These Tickets should appear on the Dashboard "10 highest priority tickets I
> own" in the correct order
>
> 1. high
> 2. middle
> 3. normal
>
> but on  the  Dashboard "10 highest priority tickets I own" only contains one
> Ticket with the priority "none". The Ticket has no dependencies or sth else
> ; only a normal ticket which is open.
>
>
> however  if i use  the normal  ticket search for these 3 Tickets and sort
> the tickets for priority  every value is fine and the sort function is
> working in the correct order.
>
> 1. high
> 2. middle
> 3. normal

Can you post the query.

>
>
> i hope whith the help of this example the problem is more clear than before
>
>
> 1. The format for the query ticket  search:
>
> ' /Ticket/Display.html?id=__id__ __id__ /TITLE:#',
> ' /Ticket/Display.html?id=__id__ __Subject__ /TITLE:Subject',
> '__Priority__',
> '__QueueName__',
> '__ExtendedStatus__'
>
>
>
>
> 2. Format Link for the Search on the Dashboard:
>
> https://server.org/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus&Order=DESC&OrderBy=Priority&Query=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)

Is this really the full link?
There is an
&RowsPerPage=50
missing at the end of the link.


>
>
> the rt log which is in debug mode  doesn't show anything in this context
>
>
> sorry for some inconvinience from myself ....
>
>
> if you need more infos  just say it ....
>
>
> thnx for help
>
> best regards
>
> john s.


From Joshua.Greenberg at constellation.com  Tue Oct 25 11:27:13 2011
From: Joshua.Greenberg at constellation.com (Greenberg, Joshua L)
Date: Tue, 25 Oct 2011 11:27:13 -0400
Subject: [rt-users] FW:  Question on setup
References: 
	<028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
	 
Message-ID: <028FF86CA1772B4A83410D3BCFAB117202D037CE5A6B@EXM-OMF-06.Ceg.Corp.Net>

Of course. No problem. Answers below.

From: pleh.info at gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart
Sent: Tuesday, October 25, 2011 3:42 AM
To: Greenberg, Joshua L
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question on setup

Hi,

Few questions on your setup:

 *   On what OS have you installed RT?
RHEL 5

 *   Which installation steps did you take? (e.g. did you do the testdeps/fixdeps thingy?)
Yes, did that. I had some issues with that, though. Testdeps said everything was fine but I still couldn't get the web page to display. After researching some, I ran the command `perl RT_HOME/sbin/rt-test-dependencies -with-mysql -with-modperl2`. This returned a lot of errors with missing perl modules. The strange thing was that it was looking in /usr/lib at the yum installed perl for the libraries but I used a /usr/local/{bin,lib} version that I'd installed myself. After some consideration, I think this is because it was looking for missing modules for the apache/mod_perl/mysql installs and they probably point to /usr/bin/perl. I installed the missing modules by hand and was able to get a login screen.

 *   Are you using Apache to serve RT?
Yes

 *   Can I assuming you've used the RT documentation for the apache vhost configuration?
Yes but I added the line 'Alias /rt /opt/rt3/share/html'

 *   What do the logs say? (assuming it's some flavor of Unix /var/log/)
I'm not seeing anything in the logs about this.

 *   Have you checked the permissions on the RT folders? (along with user/group ownerships)
Yes but not sure what they should be. They are mostly set to root but I recursively changed ownership on the share directory to apache.
Something like that at least, we need a little more info in order to help :-)

Thanks for the response!

-- Bart
2011/10/24 Greenberg, Joshua L >
I'm installing RT 3.8.10. I have to use this version because I'm installing RTIR and that doesn't support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name 'root', password 'password') it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I've made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks.

Josh

>>> 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)
*  Washington DC, USA - October 31 & November 1, 2011
*  Barcelona, Spain - November 28 & 29, 2011

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From falcone at bestpractical.com  Tue Oct 25 11:52:29 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Oct 2011 11:52:29 -0400
Subject: [rt-users] map LDAP group memberships into RT's user-defined
 groups?
In-Reply-To: <1318956930.5621.137.camel@ook>
References: <1318956930.5621.137.camel@ook>
Message-ID: <20111025155229.GZ981@jibsheet.com>

On Tue, Oct 18, 2011 at 10:55:30AM -0600, Ole Craig wrote:
> My question: is it possible to define mappings between AD (LDAP) groups
> and RT's user-defined groups such that e.g. when I onboard a new
> developer RT will automatically give her membership in its "dev"
> UD-group based on the fact that she's a member of (f'rinstance) the
> "Engineering" group in AD? I'd be OK with this happening as a result of
> an rtimportldap cronjob -or- at runtime (e.g. when she logs into RT for
> the first time, or creates a support ticket via email.) Basically, I
> have about 15 groups in Active Drecktory that collapse down to four or
> five different privilege sets in RT, and I'd prefer it if I didn't have
> to manage multiple groups in RT with similar/identical rights.

LDAPImport's mapping is LDAP Group Name -> RT Group Name.
You can just take the 15 groups from LDAP, make them members of 4
groups in RT and assign rights to the top level groups.  Groups can be
members of Groups.

> 2ndary requirement is the ability to update RT group membership based on
> AD group changes, f'rexample when user jschmoe is removed from the
> "Engineering" AD group and put into the "sales engineering" group then
> (presuming those map to different RT groups) the change should be
> automatically propagated to RT. Again, this could be event-driven or the
> result of a cronjob, I'm not picky.

LDAPImport should do this.

-kevin
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From falcone at bestpractical.com  Tue Oct 25 11:57:06 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Oct 2011 11:57:06 -0400
Subject: [rt-users] RT-Extension-LDAPImport
In-Reply-To: <2b0e719b14d5f506e7819053f5f094af@mail.gmail.com>
References: <2b0e719b14d5f506e7819053f5f094af@mail.gmail.com>
Message-ID: <20111025155706.GA981@jibsheet.com>

On Tue, Oct 18, 2011 at 04:33:17PM -0700, April Rosenberg wrote:
> [Tue Oct 18 23:07:48 2011] [critical]:
> RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for
> (&(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail=
> aprilr at yelp.com))  failed:  LDAP_OPERATIONS_ERROR 1
> (/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:210)

This generally means the server has rejected your query.
You can bump up the debug logging inside RT-Authen-ExternalAuth (since
that's where the warning is coming from) by finding the $ldap object
and calling something like $ldap->debug(15) on it (check the Net::LDAP
docs for more information about the debug logs).

You can also go examine your LDAP server's logs for details of the
error.

Generally this means that the server denied your search for
administrative reasons.

-kevin
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From falcone at bestpractical.com  Tue Oct 25 11:59:22 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Oct 2011 11:59:22 -0400
Subject: [rt-users] Ckeditor custom field type
In-Reply-To: <201110201120.13385.simon@gikaku.com>
References: <201110191348.52059.simon@gikaku.com>
	
	<201110201120.13385.simon@gikaku.com>
Message-ID: <20111025155922.GB981@jibsheet.com>

On Wed, Oct 19, 2011 at 05:20:13PM -0900, Simon Walter wrote:
> It's difficult to imagine why with all the updates, this isn't already done. 
> You can create an HTML reply, but not an HTML article? This should be seamless 
> and easy to use for support staff.

The difficulty largely comes from integration with the rich text
editor and removing some of the old HTML support from Articles that
interferes.

Patches are welcome.

-kevin
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From falcone at bestpractical.com  Tue Oct 25 12:24:30 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Oct 2011 12:24:30 -0400
Subject: [rt-users] RT4 - Auto-close tickets after X days
In-Reply-To: <1118945552.87794.1319449330189.JavaMail.root@zimbra>
References: <1408222440.87783.1319449315733.JavaMail.root@zimbra>
	<1118945552.87794.1319449330189.JavaMail.root@zimbra>
Message-ID: <20111025162430.GC981@jibsheet.com>

On Mon, Oct 24, 2011 at 11:42:10AM +0200, Laurent Mander wrote:
> 
> 
> Is there any possibility or script to close tickets (open, new, ...) after X days in RT4?

I suspect you want rt-crontool with a standard search and the RT-Action-SetStatus extension
so you can pass it --action SetStatus --arg resolved

-kevin
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From falcone at bestpractical.com  Tue Oct 25 12:25:20 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Oct 2011 12:25:20 -0400
Subject: [rt-users] Searching for values in a custom field identified by
 ID?
In-Reply-To: 
References: 
Message-ID: <20111025162520.GD981@jibsheet.com>

On Tue, Oct 25, 2011 at 01:48:30PM +0200, tobiasbp wrote:
> Hello list.
> 
> I'm looking for resolved tickets with the value of 0 in the custom
> field called "Invoice no." like this:
> $tickets->FromSQL('("CF.{Invoice no.}"=0 AND Status = "Resolved")');
> 
> The above works, but I would like to refer to the custom field by its
> ID. How should i formulate my search?

Why do you want to use the ID?
If you're worried about name changes, just load the CF and use the
->Name method to ensure you're always using the up-to-date name

-kevin
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From falcone at bestpractical.com  Tue Oct 25 12:25:43 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Oct 2011 12:25:43 -0400
Subject: [rt-users] Dashboard doesn't appear on unprivileged users
In-Reply-To: <4EA6BAAA.3000800@cnc.una.py>
References: <4EA6BAAA.3000800@cnc.una.py>
Message-ID: <20111025162543.GE981@jibsheet.com>

On Tue, Oct 25, 2011 at 10:33:30AM -0300, Bruno M. Duarte Coscia wrote:
> Hi everyone, I'm trying to properly configurate  RT to the elemental needs.
> 
> OS: Centos 5.4
> RT: 4.0.2
> 
> The idea is to have as many queues as programs that we support are in
> existence .
> Each enterprise costumer has access to this queues (programs), so
> there's a group in RT that classifies them
> 
> The issue consist in configurate the groups/queues in such way that they
> will have present  the Dashboard options in the navigation bar.
> 
> In the wiki says "Several new rights have been added to RT with regards
> to dashboards. These rights must be granted (to a user or group) before
> the dashboard options become available" (Link:
> http://requesttracker.wikia.com/wiki/ManualDashboards )
> 
> Please, could be possible some orientation regards this issue?

Dashboards aren't available to Unprivileged users.

-kevin
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From jesse at bestpractical.com  Tue Oct 25 12:26:45 2011
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Oct 2011 12:26:45 -0400
Subject: [rt-users] Apache not fetching changes after Clearing Mason
 Cache
In-Reply-To: 
References: 
	
Message-ID: <20111025162645.GA3539@bestpractical.com>




On Fri, Oct 21, 2011 at 07:07:32PM -0500, Izz Abdullah wrote:
> Anybody?  I would greatly appreciate some help.  Acknowledgement from the bp team would be nice on my inquiries.

Hi Izz,

rt-users is very much a community mailinglist. While my coworkers at Best
Practical try to take time out from their customer commitments to interact
on the list, I'm afraid that we _can't_ reply to every post to the list.
We're thrilled to give away RT, RTIR and the many other tools we build,
but commercial support contracts are how we earn our living.  We can't 
give away support too.

If you're interested in a guaranteed response from the team at Best Practical,
drop a note to sales at bestpractical.com and we can help figure out which of
our support offerings might be a good fit for you.

Best,
Jesse





From kenn.crocker at gmail.com  Tue Oct 25 13:56:01 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Tue, 25 Oct 2011 10:56:01 -0700
Subject: [rt-users] Dashboard doesn't appear on unprivileged users
In-Reply-To: <4EA6BAAA.3000800@cnc.una.py>
References: <4EA6BAAA.3000800@cnc.una.py>
Message-ID: 

Bruno,

Users that are NOT privileged will not show on the list for adding members
to a group. Once a user is privileged and a member of a group, they
automatically inherit all rights and privileges. They also will
automatically have access to any Queries that have been saved for any group
they are members of.

Hope this helps.

Kenn Crocker

On Tue, Oct 25, 2011 at 6:33 AM, Bruno M. Duarte Coscia
wrote:

> Hi everyone, I'm trying to properly configurate  RT to the elemental needs.
>
> OS: Centos 5.4
> RT: 4.0.2
>
> The idea is to have as many queues as programs that we support are in
> existence .
> Each enterprise costumer has access to this queues (programs), so
> there's a group in RT that classifies them
>
> The issue consist in configurate the groups/queues in such way that they
> will have present  the Dashboard options in the navigation bar.
>
> In the wiki says "Several new rights have been added to RT with regards
> to dashboards. These rights must be granted (to a user or group) before
> the dashboard options become available" (Link:
> http://requesttracker.wikia.**com/wiki/ManualDashboards)
>
> Please, could be possible some orientation regards this issue?
>
> Cheers.
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html
> )
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From ruz at bestpractical.com  Tue Oct 25 15:54:00 2011
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 25 Oct 2011 23:54:00 +0400
Subject: [rt-users] Question on setup
In-Reply-To: <028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
References: <028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
Message-ID: 

Hi,

Part of Apache config relevant to RT would help.

Regards, Ruslan. From phone.
25.10.2011 0:10 ???????????? "Greenberg, Joshua L" <
Joshua.Greenberg at constellation.com> ???????:

> I?m installing RT 3.8.10. I have to use this version because I?m installing
> RTIR and that doesn?t support RT 4 yet. I think everything is set up
> correctly but when I login for the first time (user name ?root?, password
> ?password?) it displays the text of the file RT_HOME/NoAuth/Login.html. Let
> me know what information you need from me to help troubleshoot this. I?ve
> made very few changes to the RT_SiteConfig file, only the $rtname,
> $Organization, $DatabasePassword and $OwnerEmail variables. Thanks.****
>
> ** **
>
> Josh****
>
> >>> 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)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From wmodes at ucsc.edu  Tue Oct 25 14:59:58 2011
From: wmodes at ucsc.edu (Wes Modes)
Date: Tue, 25 Oct 2011 11:59:58 -0700
Subject: [rt-users] Best Practice RE Mail Server
Message-ID: <4EA7072E.7080402@ucsc.edu>

I'm pretty sure this has been hashed and rehashed on this list, but a
google search this morning turned up nothing definitive, so I will ask:

I am reconfiguring a twisted RT installation (3.6, but moving toward
4.0).  We already have a mail server (sendmail) running on another server. 

For incoming and outgoing email I thought of three differrent options:

  * *OPTION A: Re-addressed*
    Incoming mail comes into the mail server and is readdressed to RT
    server and forwarded
    Outgoing mail coming from the RT server goes to the mail server and
    is readdressed before going out to the world
    Pro: one mail server to admin;  Con: pain to set up,
  * *OPTION B: Redirect*
    Incoming mail comes into the mail server and is redirected to the RT
    server
    Outgoing mail coming from the RT server goes to the mail server and
    is redirected to the rest of the world
    Pro: one mail server, simpler to set up; Con: less of a setup pain,
    but still
  * *OPTION C: Direct*
    Incoming mail goes straight to the RT server
    Outgoing mail coming from the RT server goes out to the world directly
    Pro: Simple to set up;  Con: two mail servers to deal with

What is the best practice (or failing that, Most Common Practice) among
RT administrators?

Wes Modes
University of California,
Santa Cruz
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From tobiasbp at gmail.com  Tue Oct 25 16:05:22 2011
From: tobiasbp at gmail.com (tobiasbp)
Date: Tue, 25 Oct 2011 22:05:22 +0200
Subject: [rt-users] Searching for values in a custom field identified by
	ID?
Message-ID: 

Hello Kevin.

> If you're worried about name changes, just load the CF and use the
> ->Name method to ensure you're always using the up-to-date name

I am indeed worried about name changes.

I am afraid your explanation does not make much sense to me as I am an
RT newbie. Are you able to illustrate you suggestion with code?

Thanks,
Tobias


From Joshua.Greenberg at constellation.com  Tue Oct 25 16:19:34 2011
From: Joshua.Greenberg at constellation.com (Greenberg, Joshua L)
Date: Tue, 25 Oct 2011 16:19:34 -0400
Subject: [rt-users] Question on setup
In-Reply-To: 
References: <028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
	
Message-ID: <028FF86CA1772B4A83410D3BCFAB117202D037CE5BD1@EXM-OMF-06.Ceg.Corp.Net>

Here it is:


        ServerName server.domain

        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8

     Alias /rt "/opt/rt3/share/html"

        # optional apache logs for RT
        # ErrorLog /opt/rt3/var/log/apache2.error
        # TransferLog /opt/rt3/var/log/apache2.access

        PerlRequire "/opt/rt3/bin/webmux.pl"

        
                SetHandler default
        
        
                SetHandler perl-script
                PerlResponseHandler RT::Mason
        


I just copied and pasted from the README but I added the Alias line. I also changed ?Location /? to ?Location /rt? or it broke other websites.

Josh

From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 25, 2011 3:54 PM
To: Greenberg, Joshua L
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question on setup


Hi,

Part of Apache config relevant to RT would help.

Regards, Ruslan. From phone.
25.10.2011 0:10 ???????????? "Greenberg, Joshua L" > ???????:
I?m installing RT 3.8.10. I have to use this version because I?m installing RTIR and that doesn?t support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name ?root?, password ?password?) it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I?ve made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks.

Josh

>>> 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)
*  Washington DC, USA ? October 31 & November 1, 2011
*  Barcelona, Spain ? November 28 & 29, 2011
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From fjenou at intercomti.com.br  Tue Oct 25 16:24:31 2011
From: fjenou at intercomti.com.br (Francisco Jen Ou)
Date: Tue, 25 Oct 2011 18:24:31 -0200
Subject: [rt-users] Best Practice RE Mail Server
In-Reply-To: <4EA7072E.7080402@ucsc.edu>
References: <4EA7072E.7080402@ucsc.edu>
Message-ID: <4EA71AFF.3030600@intercomti.com.br>

Hi,

My suggestion:

- incoming email to sendmail and aliased by it to something like
rt_queue_name at rt_server.domain.com (where rt_server.domain.com resolves
to RT server's internal net IP).

- outgoing email sent directly by RT server (don't forget to set
$SMTPFrom correctly)

This way, there will be only one server to manage (though you will need
to setup mailgate on RT server once).



Em 25-10-2011 16:59, Wes Modes escreveu:
> I'm pretty sure this has been hashed and rehashed on this list, but a
> google search this morning turned up nothing definitive, so I will ask:
> 
> I am reconfiguring a twisted RT installation (3.6, but moving toward
> 4.0).  We already have a mail server (sendmail) running on another server. 
> 
> For incoming and outgoing email I thought of three differrent options:
> 
>   * *OPTION A: Re-addressed*
>     Incoming mail comes into the mail server and is readdressed to RT
>     server and forwarded
>     Outgoing mail coming from the RT server goes to the mail server and
>     is readdressed before going out to the world
>     Pro: one mail server to admin;  Con: pain to set up,
>   * *OPTION B: Redirect*
>     Incoming mail comes into the mail server and is redirected to the RT
>     server
>     Outgoing mail coming from the RT server goes to the mail server and
>     is redirected to the rest of the world
>     Pro: one mail server, simpler to set up; Con: less of a setup pain,
>     but still
>   * *OPTION C: Direct*
>     Incoming mail goes straight to the RT server
>     Outgoing mail coming from the RT server goes out to the world directly
>     Pro: Simple to set up;  Con: two mail servers to deal with
> 
> What is the best practice (or failing that, Most Common Practice) among
> RT administrators?
> 
> Wes Modes
> University of California,
> Santa Cruz
> 
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011


From trs at bestpractical.com  Tue Oct 25 16:30:55 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 25 Oct 2011 16:30:55 -0400
Subject: [rt-users] Searching for values in a custom field identified by
 ID?
In-Reply-To: 
References: 
Message-ID: <4EA71C7F.5070707@bestpractical.com>

On 10/25/2011 04:05 PM, tobiasbp wrote:
> I am indeed worried about name changes.

Did you try CF.42 or CF.{42}?

Thomas


From wmodes at ucsc.edu  Tue Oct 25 18:40:05 2011
From: wmodes at ucsc.edu (Wes Modes)
Date: Tue, 25 Oct 2011 15:40:05 -0700
Subject: [rt-users] Best Practice RE Mail Server
In-Reply-To: <4EA71AFF.3030600@intercomti.com.br>
References: <4EA7072E.7080402@ucsc.edu> <4EA71AFF.3030600@intercomti.com.br>
Message-ID: <4EA73AC5.4060803@ucsc.edu>

Thanks for the suggestion. 

With this however, doesn't sendmail have to be running on the Rt Server
anyway to process all the incoming mail and execute RT scripts? 

For simplicities sake, I'm leaning more and more toward all mail coming
into and going out from the RT server.  What are the disadvantages to
this approach?

Wes

On 10/25/2011 1:24 PM, Francisco Jen Ou wrote:
> Hi,
>
> My suggestion:
>
> - incoming email to sendmail and aliased by it to something like
> rt_queue_name at rt_server.domain.com (where rt_server.domain.com resolves
> to RT server's internal net IP).
>
> - outgoing email sent directly by RT server (don't forget to set
> $SMTPFrom correctly)
>
> This way, there will be only one server to manage (though you will need
> to setup mailgate on RT server once).
>
>
>
> Em 25-10-2011 16:59, Wes Modes escreveu:
>> I'm pretty sure this has been hashed and rehashed on this list, but a
>> google search this morning turned up nothing definitive, so I will ask:
>>
>> I am reconfiguring a twisted RT installation (3.6, but moving toward
>> 4.0).  We already have a mail server (sendmail) running on another server. 
>>
>> For incoming and outgoing email I thought of three differrent options:
>>
>>   * *OPTION A: Re-addressed*
>>     Incoming mail comes into the mail server and is readdressed to RT
>>     server and forwarded
>>     Outgoing mail coming from the RT server goes to the mail server and
>>     is readdressed before going out to the world
>>     Pro: one mail server to admin;  Con: pain to set up,
>>   * *OPTION B: Redirect*
>>     Incoming mail comes into the mail server and is redirected to the RT
>>     server
>>     Outgoing mail coming from the RT server goes to the mail server and
>>     is redirected to the rest of the world
>>     Pro: one mail server, simpler to set up; Con: less of a setup pain,
>>     but still
>>   * *OPTION C: Direct*
>>     Incoming mail goes straight to the RT server
>>     Outgoing mail coming from the RT server goes out to the world directly
>>     Pro: Simple to set up;  Con: two mail servers to deal with
>>
>> What is the best practice (or failing that, Most Common Practice) among
>> RT administrators?
>>
>> Wes Modes
>> University of California,
>> Santa Cruz
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA ? October 31 & November 1, 2011
>> *  Barcelona, Spain ? November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011


From david at jetrentals.co.nz  Tue Oct 25 18:40:02 2011
From: david at jetrentals.co.nz (David)
Date: Wed, 26 Oct 2011 11:40:02 +1300
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
Message-ID: <4EA73AC2.9090704@jetrentals.co.nz>


Hi, I have a group of staff in a department that want to collaborate on some ticket(s) resolution. I 
was going to add a generic user, create a private group and add the particular staff to that private 
group. Ownership of any tickets that are going to be collaborated on would be given to the generic 
user. But I can't find private groups in the new install of RT 4.0.2. Until very recently we have 
been using 3.6 so I've lost my way.

Is there a better method than the one I was going to use? I'm guessing that private groups has been 
depreciated in RT v4, if so is there an equivalent?

Thanks.


David.


From fjenou at intercomti.com.br  Tue Oct 25 18:47:12 2011
From: fjenou at intercomti.com.br (Francisco Jen Ou)
Date: Tue, 25 Oct 2011 20:47:12 -0200
Subject: [rt-users] Best Practice RE Mail Server
In-Reply-To: <4EA73AC5.4060803@ucsc.edu>
References: <4EA7072E.7080402@ucsc.edu> <4EA71AFF.3030600@intercomti.com.br>
	<4EA73AC5.4060803@ucsc.edu>
Message-ID: <4EA73C70.6090300@intercomti.com.br>

Yes, RT server needs its local SMTP (Postfix, Sendmail, Qmail).

If your existing Sendmail is used for no other purposes (like normal
user email), then you can just install and configure SMTP on RT server,
and configure NAT on your firewall so RT server SMTP is visible to world.

Em 25-10-2011 20:40, Wes Modes escreveu:
> Thanks for the suggestion. 
> 
> With this however, doesn't sendmail have to be running on the Rt Server
> anyway to process all the incoming mail and execute RT scripts? 
> 
> For simplicities sake, I'm leaning more and more toward all mail coming
> into and going out from the RT server.  What are the disadvantages to
> this approach?
> 
> Wes
> 
> On 10/25/2011 1:24 PM, Francisco Jen Ou wrote:
>> Hi,
>>
>> My suggestion:
>>
>> - incoming email to sendmail and aliased by it to something like
>> rt_queue_name at rt_server.domain.com (where rt_server.domain.com resolves
>> to RT server's internal net IP).
>>
>> - outgoing email sent directly by RT server (don't forget to set
>> $SMTPFrom correctly)
>>
>> This way, there will be only one server to manage (though you will need
>> to setup mailgate on RT server once).
>>
>>
>>
>> Em 25-10-2011 16:59, Wes Modes escreveu:
>>> I'm pretty sure this has been hashed and rehashed on this list, but a
>>> google search this morning turned up nothing definitive, so I will ask:
>>>
>>> I am reconfiguring a twisted RT installation (3.6, but moving toward
>>> 4.0).  We already have a mail server (sendmail) running on another server. 
>>>
>>> For incoming and outgoing email I thought of three differrent options:
>>>
>>>   * *OPTION A: Re-addressed*
>>>     Incoming mail comes into the mail server and is readdressed to RT
>>>     server and forwarded
>>>     Outgoing mail coming from the RT server goes to the mail server and
>>>     is readdressed before going out to the world
>>>     Pro: one mail server to admin;  Con: pain to set up,
>>>   * *OPTION B: Redirect*
>>>     Incoming mail comes into the mail server and is redirected to the RT
>>>     server
>>>     Outgoing mail coming from the RT server goes to the mail server and
>>>     is redirected to the rest of the world
>>>     Pro: one mail server, simpler to set up; Con: less of a setup pain,
>>>     but still
>>>   * *OPTION C: Direct*
>>>     Incoming mail goes straight to the RT server
>>>     Outgoing mail coming from the RT server goes out to the world directly
>>>     Pro: Simple to set up;  Con: two mail servers to deal with
>>>
>>> What is the best practice (or failing that, Most Common Practice) among
>>> RT administrators?
>>>
>>> Wes Modes
>>> University of California,
>>> Santa Cruz
>>>
>>>
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> *  Washington DC, USA ? October 31 & November 1, 2011
>>> *  Barcelona, Spain ? November 28 & 29, 2011
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA  October 31 & November 1, 2011
>> *  Barcelona, Spain  November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011


From michele.pinassi at unisi.it  Wed Oct 26 03:21:51 2011
From: michele.pinassi at unisi.it (Michele Pinassi)
Date: Wed, 26 Oct 2011 09:21:51 +0200
Subject: [rt-users] Apache2 CPU hungry !
Message-ID: <4EA7B50F.70201@unisi.it>

Hi all,

my RT 4.0.2 installation is too CPU hungry, expecially for apache2
threads. Here's the HTOP display of processes and threads:
http://imageshack.us/photo/my-images/810/schermatagf.png/

Page reponse was very slow and RT is not so usable :-(

My RT work under SSL and this is apache2's config:



    ServerAdmin webmaster at tickets.unisi.it

    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");
        

    ErrorLog ${APACHE_LOG_DIR}/error.log
    LogLevel warn
    CustomLog ${APACHE_LOG_DIR}/ssl_access.log combined
    SSLEngine on
    ...
    BrowserMatch "MSIE [17-9]" ssl-unclean-shutdown




And this is my RT_SiteConfig.pm:

root at tickets:/opt/rt4/etc# cat RT_SiteConfig.pm

Set($rtname, 'tickets.unisi.it');

Set($WebDomain, 'tickets.unisi.it');

Set($Organization, "unisi.it");

Set($Timezone, "IT/Rome");

Set($JSMinPath, "/usr/bin/jsmin");

# Set($WebPort, 443);

Set(@Plugins, (qw(RT::Extension::JSGantt RTx::Calendar
RT::Authen::ExternalAuth)));

Set($LogToFile, 1);
Set($LogDir, q{var/log});
Set($LogToFileNamed, "rt.log");    #log to rt.log

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);

Set($ICalTicketType,   "Data::ICal::Entry::Event");
Set($ICalReminderType ,"Data::ICal::Entry::Todo");

Set($LDAPHost,'ldap://[ldap server]');
Set($LDAPUser,'cn=[user],ou=admin,dc=unisi,dc=it');
Set($LDAPPassword,'[pass]');
Set($LDAPBase, 'dc=unisi,dc=it');
Set($LDAPFilter, '(objectclass=Unisiperson)');

Set($LDAPMapping, {Name => 'uid',
EmailAddress => 'mail',
RealName => 'cn'});

Set($LDAPGroupName,'Unisi');
Set($LDAPUpdateUsers,1);

Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
Set($ExternalInfoPriority,  [ 'My_LDAP' ]);

Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    1);

Set($ExternalSettings,      {
                                'My_LDAP'       =>  { 
                                                        # The type of
service (db/ldap/cookie)
                                                       
'type'                      =>  'ldap',
                                                        # The server
hosting the service
                                                       
'server'                    =>  '[ldap server]',
                                                        ##
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'                      =>  'cn=[user],ou=admin,dc=unisi,dc=it',
                                                        # The password
RT should use to connect to the LDAP server
                                                       
'pass'                    =>  '[pass]',
                                                        #
                                                        # The LDAP
search base
                                                       
'base'                      =>  'dc=unisi,dc=it',
                                                        #
                                                        # 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=Unisiperson)',
                                                        # A catch-all
example filter: '(objectClass=*)'
                                                        #
                                                        # The filter
that will only match disabled users
                                                       
'd_filter'                  =>  '(objectclass=FooBar)',
                                                        # 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   ],
                                                       
'attr_match_list'           => [    'uid',
                                                                                           
'mail',
                                                                                           
'cn'
                                                                                       
],
                                                        # The mapping of
RT attributes on to LDAP attributes
                                                       
'attr_map'                  =>  {   'Name' => 'uid',
                                                                                           
'EmailAddress' => 'mail',
                                                                                           
'RealName' => 'cn'
                                                                                       
}
                                                    }
                        }
);

1;

Any ideas how to speed up ?

-- 
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/


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From cgarcia at ific.uv.es  Wed Oct 26 06:30:20 2011
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Wed, 26 Oct 2011 12:30:20 +0200
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
In-Reply-To: <4EA73AC2.9090704@jetrentals.co.nz>
References: <4EA73AC2.9090704@jetrentals.co.nz>
Message-ID: <4EA7E13C.2090104@ific.uv.es>

As far as I know, I have never seen something like "private" groups 
since we began using RT with version 3.8.x On the other hand you have 
groups in which you can add the users you want.

I would advice you to create a group with proper privileges and to add 
in this group the users you need, instead of create a generic user and 
spread credentials. If you do what you propose, you cannot know who has 
done what, and every time you need to remove a user from this generic 
group, you will need to change its password and distribute the new one 
to all the users.

Hope this helps. Regards,
Carlos

David escribi?:
>
> Hi, I have a group of staff in a department that want to collaborate 
> on some ticket(s) resolution. I was going to add a generic user, 
> create a private group and add the particular staff to that private 
> group. Ownership of any tickets that are going to be collaborated on 
> would be given to the generic user. But I can't find private groups in 
> the new install of RT 4.0.2. Until very recently we have been using 
> 3.6 so I've lost my way.
>
> Is there a better method than the one I was going to use? I'm guessing 
> that private groups has been depreciated in RT v4, if so is there an 
> equivalent?
>
> Thanks.
>
>
> David.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011

-- 
 _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| CPAN                                             www.i-cpan.es
|  [_]  | Edificio Institutos de Investigaci?n       webmaster at i-cpan.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia   Tel:+34 963543706
|_______| Espa?a / Spain                               Fax:+34 963543488

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From fjenou at intercomti.com.br  Wed Oct 26 06:53:28 2011
From: fjenou at intercomti.com.br (Francisco Jen Ou)
Date: Wed, 26 Oct 2011 08:53:28 -0200
Subject: [rt-users] Apache2 CPU hungry !
In-Reply-To: <4EA7B50F.70201@unisi.it>
References: <4EA7B50F.70201@unisi.it>
Message-ID: <4EA7E6A8.5090401@intercomti.com.br>

Hi,

The image doesn't show high CPU usage. Is this screenshot taken when you
are using the web interface?

Em 26-10-2011 05:21, Michele Pinassi escreveu:
> Hi all,
> 
> my RT 4.0.2 installation is too CPU hungry, expecially for apache2
> threads. Here's the HTOP display of processes and threads:
> http://imageshack.us/photo/my-images/810/schermatagf.png/
> 
> Page reponse was very slow and RT is not so usable :-(
> 
> My RT work under SSL and this is apache2's config:
> 
> 
> 
>     ServerAdmin webmaster at tickets.unisi.it
> 
>     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");
>         
> 
>     ErrorLog ${APACHE_LOG_DIR}/error.log
>     LogLevel warn
>     CustomLog ${APACHE_LOG_DIR}/ssl_access.log combined
>     SSLEngine on
>     ...
>     BrowserMatch "MSIE [17-9]" ssl-unclean-shutdown
> 
> 
> 
> 
> And this is my RT_SiteConfig.pm:
> 
> root at tickets:/opt/rt4/etc# cat RT_SiteConfig.pm
> 
> Set($rtname, 'tickets.unisi.it');
> 
> Set($WebDomain, 'tickets.unisi.it');
> 
> Set($Organization, "unisi.it");
> 
> Set($Timezone, "IT/Rome");
> 
> Set($JSMinPath, "/usr/bin/jsmin");
> 
> # Set($WebPort, 443);
> 
> Set(@Plugins, (qw(RT::Extension::JSGantt RTx::Calendar
> RT::Authen::ExternalAuth)));
> 
> Set($LogToFile, 1);
> Set($LogDir, q{var/log});
> Set($LogToFileNamed, "rt.log");    #log to rt.log
> 
> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
> MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
> 
> Set($ICalTicketType,   "Data::ICal::Entry::Event");
> Set($ICalReminderType ,"Data::ICal::Entry::Todo");
> 
> Set($LDAPHost,'ldap://[ldap server]');
> Set($LDAPUser,'cn=[user],ou=admin,dc=unisi,dc=it');
> Set($LDAPPassword,'[pass]');
> Set($LDAPBase, 'dc=unisi,dc=it');
> Set($LDAPFilter, '(objectclass=Unisiperson)');
> 
> Set($LDAPMapping, {Name => 'uid',
> EmailAddress => 'mail',
> RealName => 'cn'});
> 
> Set($LDAPGroupName,'Unisi');
> Set($LDAPUpdateUsers,1);
> 
> Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
> Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
> 
> Set($ExternalServiceUsesSSLorTLS,    0);
> Set($AutoCreateNonExternalUsers,    1);
> 
> Set($ExternalSettings,      {
>                                 'My_LDAP'       =>  { 
>                                                         # The type of
> service (db/ldap/cookie)
>                                                        
> 'type'                      =>  'ldap',
>                                                         # The server
> hosting the service
>                                                        
> 'server'                    =>  '[ldap server]',
>                                                         ##
> 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'                      =>  'cn=[user],ou=admin,dc=unisi,dc=it',
>                                                         # The password
> RT should use to connect to the LDAP server
>                                                        
> 'pass'                    =>  '[pass]',
>                                                         #
>                                                         # The LDAP
> search base
>                                                        
> 'base'                      =>  'dc=unisi,dc=it',
>                                                         #
>                                                         # 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=Unisiperson)',
>                                                         # A catch-all
> example filter: '(objectClass=*)'
>                                                         #
>                                                         # The filter
> that will only match disabled users
>                                                        
> 'd_filter'                  =>  '(objectclass=FooBar)',
>                                                         # 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   ],
>                                                        
> 'attr_match_list'           => [    'uid',
>                                                                                            
> 'mail',
>                                                                                            
> 'cn'
>                                                                                        
> ],
>                                                         # The mapping of
> RT attributes on to LDAP attributes
>                                                        
> 'attr_map'                  =>  {   'Name' => 'uid',
>                                                                                            
> 'EmailAddress' => 'mail',
>                                                                                            
> 'RealName' => 'cn'
>                                                                                        
> }
>                                                     }
>                         }
> );
> 
> 1;
> 
> Any ideas how to speed up ?
> 
> 
> 
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011


From noc at fohnet.co.uk  Wed Oct 26 07:01:35 2011
From: noc at fohnet.co.uk (Richard Clark)
Date: Wed, 26 Oct 2011 12:01:35 +0100
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
In-Reply-To: <4EA7E13C.2090104@ific.uv.es>
References: <4EA73AC2.9090704@jetrentals.co.nz> <4EA7E13C.2090104@ific.uv.es>
Message-ID: <20111026110135.GA21881@fohnet.co.uk>

On Wed, Oct 26, 2011 at 12:30:20PM +0200, Carlos Garcia Montoro wrote:
> As far as I know, I have never seen something like "private" groups
> since we began using RT with version 3.8.x On the other hand you
> have groups in which you can add the users you want.
> 
> I would advice you to create a group with proper privileges and to
> add in this group the users you need, instead of create a generic
> user and spread credentials. If you do what you propose, you cannot
> know who has done what, and every time you need to remove a user
> from this generic group, you will need to change its password and
> distribute the new one to all the users.
> 
> Hope this helps. Regards,
> Carlos
> 
> David escribi?:
> >
> >Hi, I have a group of staff in a department that want to
> >collaborate on some ticket(s) resolution. I was going to add a
> >generic user, create a private group and add the particular staff
> >to that private group. Ownership of any tickets that are going to
> >be collaborated on would be given to the generic user. But I can't
> >find private groups in the new install of RT 4.0.2. Until very
> >recently we have been using 3.6 so I've lost my way.
> >
> >Is there a better method than the one I was going to use? I'm
> >guessing that private groups has been depreciated in RT v4, if so
> >is there an equivalent?
> >
> >Thanks.
> >
> >
> >David.
> >--------

What I do is create a group as normal with appropriate permissions - membership
of this group is populated using a script, from an LDAP group in our
directory that corresponds to this group.

I then create a virtual user within RT that is also a member of this
group. This user has no password and is never used to log in via the web
interface - the email address corresponding to that user goes to a group
email address, and so gets sent to all users within that LDAP group.

Therefore, when a ticket gets assigned to the virtual group user,
everyone in that group gets notifications and sees email threads as
normal.

Users within the group can steal it from the virtual group user as
normal, or they can have a workflow where it stays owned by that virtual
user and they only need to steal it upon closure.

One consideration with this approach is that some scrips may need
updating to avoid duplicate email notifications (one received via the virtual group user, another received as an adminCC).

There are a couple of ways of achieving this - we have a standard naming
convention for these virtual group users, so we just need a simple regex
matching this in instances where we need to avoid duplicate mails going
out.


-- 
Richard Clark
richard at fohnet.co.uk
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From mike.coakley at gmail.com  Wed Oct 26 09:25:11 2011
From: mike.coakley at gmail.com (Michael Coakley)
Date: Wed, 26 Oct 2011 09:25:11 -0400
Subject: [rt-users] Best Practice RE Mail Server
In-Reply-To: <4EA7072E.7080402@ucsc.edu>
References: <4EA7072E.7080402@ucsc.edu>
Message-ID: <07E3FEAF-2A59-4F63-83B4-272789DDC3B8@gmail.com>

Wes,

I would let your current outside accessible mail server stay that way and do the configuration to move mail from your sendmail to RT and from RT to sendmail. There are a lot of reasons:

1. Simplifies the management of your firewall rules and forensic analysis of something happens. 

2. Simplifies your patch management on Internet accessible mail servers. 

3. If you stop managing the mail environment it is still very easy to manage. I.e. you won't have the new mail administrator messing with your RY server. 

4. It's relatively easy and it is documented how to setup a mailgate alias on your sendmail server for getting emails into RT. so you are only really worrying about outbound mail using a local sendmail on your RT server. 

Honestly the list goes on. After using RT for a very long time and sendmail for a good 10 years and managing security for many enterprises, it's the only way I would go. 

Mike

Sent from my iPhone

On Oct 25, 2011, at 2:59 PM, Wes Modes  wrote:

> I'm pretty sure this has been hashed and rehashed on this list, but a google search this morning turned up nothing definitive, so I will ask:
> 
> I am reconfiguring a twisted RT installation (3.6, but moving toward 4.0).  We already have a mail server (sendmail) running on another server.  
> For incoming and outgoing email I thought of three differrent options:
> 
> OPTION A: Re-addressed
> Incoming mail comes into the mail server and is readdressed to RT server and forwarded
> Outgoing mail coming from the RT server goes to the mail server and is readdressed before going out to the world
> Pro: one mail server to admin;  Con: pain to set up, 
> OPTION B: Redirect
> Incoming mail comes into the mail server and is redirected to the RT server
> Outgoing mail coming from the RT server goes to the mail server and is redirected to the rest of the world
> Pro: one mail server, simpler to set up; Con: less of a setup pain, but still
> OPTION C: Direct
> Incoming mail goes straight to the RT server
> Outgoing mail coming from the RT server goes out to the world directly
> Pro: Simple to set up;  Con: two mail servers to deal with
> What is the best practice (or failing that, Most Common Practice) among RT administrators?
> 
> Wes Modes
> University of California,
> Santa Cruz
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
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From bduarte at cnc.una.py  Wed Oct 26 11:24:56 2011
From: bduarte at cnc.una.py (Bruno M. Duarte Coscia)
Date: Wed, 26 Oct 2011 12:24:56 -0300
Subject: [rt-users] Dashboard doesn't appear on unprivileged users
In-Reply-To: 
References: <4EA6BAAA.3000800@cnc.una.py>
	
Message-ID: <4EA82648.2080203@cnc.una.py>

Thank you guys!

That appreciation changed my perspective.

I'll try another way.

Cheers

On 10/25/2011 02:56 PM, Kenneth Crocker wrote:
> Bruno,
> Users that are NOT privileged will not show on the list for adding 
> members to a group. Once a user is privileged and a member of a group, 
> they automatically inherit all rights and privileges. They also will 
> automatically have access to any Queries that have been saved for any 
> group they are members of.
> Hope this helps.
> Kenn Crocker
>
> On Tue, Oct 25, 2011 at 6:33 AM, Bruno M. Duarte Coscia 
> > wrote:
>
>     Hi everyone, I'm trying to properly configurate  RT to the
>     elemental needs.
>
>     OS: Centos 5.4
>     RT: 4.0.2
>
>     The idea is to have as many queues as programs that we support are in
>     existence .
>     Each enterprise costumer has access to this queues (programs), so
>     there's a group in RT that classifies them
>
>     The issue consist in configurate the groups/queues in such way
>     that they
>     will have present  the Dashboard options in the navigation bar.
>
>     In the wiki says "Several new rights have been added to RT with
>     regards
>     to dashboards. These rights must be granted (to a user or group)
>     before
>     the dashboard options become available" (Link:
>     http://requesttracker.wikia.com/wiki/ManualDashboards )
>
>     Please, could be possible some orientation regards this issue?
>
>     Cheers.
>     --------
>     RT Training Sessions (http://bestpractical.com/services/training.html)
>     *  Washington DC, USA  October 31 & November 1, 2011
>     *  Barcelona, Spain  November 28 & 29, 2011
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA --- October 31&  November 1, 2011
> *  Barcelona, Spain --- November 28&  29, 2011

-- 
Bruno M. Duarte Coscia
Centro Nacional de Computaci?n
Universidad Nacional de Asunci?n
http://www.cnc.una.py/

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From kfcrocker at lbl.gov  Wed Oct 26 11:50:41 2011
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 Oct 2011 08:50:41 -0700
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
In-Reply-To: <20111026110135.GA21881@fohnet.co.uk>
References: <4EA73AC2.9090704@jetrentals.co.nz> <4EA7E13C.2090104@ific.uv.es>
	<20111026110135.GA21881@fohnet.co.uk>
Message-ID: 

Richard,

All of this can be done without the need of the virtual user. It seems
redundant to me. Emails can be sent to all members of a group, all members
can steal without the need of a virtual user.

Kenn
LBNL

On Wed, Oct 26, 2011 at 4:01 AM, Richard Clark  wrote:

> On Wed, Oct 26, 2011 at 12:30:20PM +0200, Carlos Garcia Montoro wrote:
> > As far as I know, I have never seen something like "private" groups
> > since we began using RT with version 3.8.x On the other hand you
> > have groups in which you can add the users you want.
> >
> > I would advice you to create a group with proper privileges and to
> > add in this group the users you need, instead of create a generic
> > user and spread credentials. If you do what you propose, you cannot
> > know who has done what, and every time you need to remove a user
> > from this generic group, you will need to change its password and
> > distribute the new one to all the users.
> >
> > Hope this helps. Regards,
> > Carlos
> >
> > David escribi?:
> > >
> > >Hi, I have a group of staff in a department that want to
> > >collaborate on some ticket(s) resolution. I was going to add a
> > >generic user, create a private group and add the particular staff
> > >to that private group. Ownership of any tickets that are going to
> > >be collaborated on would be given to the generic user. But I can't
> > >find private groups in the new install of RT 4.0.2. Until very
> > >recently we have been using 3.6 so I've lost my way.
> > >
> > >Is there a better method than the one I was going to use? I'm
> > >guessing that private groups has been depreciated in RT v4, if so
> > >is there an equivalent?
> > >
> > >Thanks.
> > >
> > >
> > >David.
> > >--------
>
> What I do is create a group as normal with appropriate permissions -
> membership
> of this group is populated using a script, from an LDAP group in our
> directory that corresponds to this group.
>
> I then create a virtual user within RT that is also a member of this
> group. This user has no password and is never used to log in via the web
> interface - the email address corresponding to that user goes to a group
> email address, and so gets sent to all users within that LDAP group.
>
> Therefore, when a ticket gets assigned to the virtual group user,
> everyone in that group gets notifications and sees email threads as
> normal.
>
> Users within the group can steal it from the virtual group user as
> normal, or they can have a workflow where it stays owned by that virtual
> user and they only need to steal it upon closure.
>
> One consideration with this approach is that some scrips may need
> updating to avoid duplicate email notifications (one received via the
> virtual group user, another received as an adminCC).
>
> There are a couple of ways of achieving this - we have a standard naming
> convention for these virtual group users, so we just need a simple regex
> matching this in instances where we need to avoid duplicate mails going
> out.
>
>
> --
> Richard Clark
> richard at fohnet.co.uk
>
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>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011
>
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From joseph85750 at yahoo.com  Wed Oct 26 13:21:42 2011
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 26 Oct 2011 10:21:42 -0700 (PDT)
Subject: [rt-users] RSS Feed - listing newest instead of oldest?
Message-ID: <1319649702.60707.YahooMailNeo@web30308.mail.mud.yahoo.com>

When using the RSS feed option to view a queue, is it possible to configure the results such that the entry listed under each ticket is the most recent entry rather than the first entry in the ticket?

Thanks!
Joseph Spenner



If life gives you lemons, keep them-- because hey.. free lemons.
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From lab at pacbell.net  Wed Oct 26 14:36:34 2011
From: lab at pacbell.net (20/20 Lab)
Date: Wed, 26 Oct 2011 11:36:34 -0700
Subject: [rt-users] Best Practice RE Mail Server
In-Reply-To: <4EA73C70.6090300@intercomti.com.br>
References: <4EA7072E.7080402@ucsc.edu> <4EA71AFF.3030600@intercomti.com.br>
	<4EA73AC5.4060803@ucsc.edu> <4EA73C70.6090300@intercomti.com.br>
Message-ID: <4EA85332.7000305@pacbell.net>

I ended up sticking with our tickets going to our main mail server, and 
having fetchmail grab them, deliver them to the local machine, and then 
setup sendmail to masquerade the outgoing.  That way its not visible to 
the outside world, I dont have to manage another server, and if 
something happens to the mail server, I dont have to worry about my RT 
server.



On 10/25/2011 3:47 PM, Francisco Jen Ou wrote:
> Yes, RT server needs its local SMTP (Postfix, Sendmail, Qmail).
>
> If your existing Sendmail is used for no other purposes (like normal
> user email), then you can just install and configure SMTP on RT server,
> and configure NAT on your firewall so RT server SMTP is visible to world.
>
> Em 25-10-2011 20:40, Wes Modes escreveu:
>> Thanks for the suggestion.
>>
>> With this however, doesn't sendmail have to be running on the Rt Server
>> anyway to process all the incoming mail and execute RT scripts?
>>
>> For simplicities sake, I'm leaning more and more toward all mail coming
>> into and going out from the RT server.  What are the disadvantages to
>> this approach?
>>
>> Wes
>>
>> On 10/25/2011 1:24 PM, Francisco Jen Ou wrote:
>>> Hi,
>>>
>>> My suggestion:
>>>
>>> - incoming email to sendmail and aliased by it to something like
>>> rt_queue_name at rt_server.domain.com (where rt_server.domain.com resolves
>>> to RT server's internal net IP).
>>>
>>> - outgoing email sent directly by RT server (don't forget to set
>>> $SMTPFrom correctly)
>>>
>>> This way, there will be only one server to manage (though you will need
>>> to setup mailgate on RT server once).
>>>
>>>
>>>
>>> Em 25-10-2011 16:59, Wes Modes escreveu:
>>>> I'm pretty sure this has been hashed and rehashed on this list, but a
>>>> google search this morning turned up nothing definitive, so I will ask:
>>>>
>>>> I am reconfiguring a twisted RT installation (3.6, but moving toward
>>>> 4.0).  We already have a mail server (sendmail) running on another server.
>>>>
>>>> For incoming and outgoing email I thought of three differrent options:
>>>>
>>>>    * *OPTION A: Re-addressed*
>>>>      Incoming mail comes into the mail server and is readdressed to RT
>>>>      server and forwarded
>>>>      Outgoing mail coming from the RT server goes to the mail server and
>>>>      is readdressed before going out to the world
>>>>      Pro: one mail server to admin;  Con: pain to set up,
>>>>    * *OPTION B: Redirect*
>>>>      Incoming mail comes into the mail server and is redirected to the RT
>>>>      server
>>>>      Outgoing mail coming from the RT server goes to the mail server and
>>>>      is redirected to the rest of the world
>>>>      Pro: one mail server, simpler to set up; Con: less of a setup pain,
>>>>      but still
>>>>    * *OPTION C: Direct*
>>>>      Incoming mail goes straight to the RT server
>>>>      Outgoing mail coming from the RT server goes out to the world directly
>>>>      Pro: Simple to set up;  Con: two mail servers to deal with
>>>>
>>>> What is the best practice (or failing that, Most Common Practice) among
>>>> RT administrators?
>>>>
>>>> Wes Modes
>>>> University of California,
>>>> Santa Cruz
>>>>
>>>>
>>>> --------
>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>> *  Washington DC, USA ? October 31&  November 1, 2011
>>>> *  Barcelona, Spain ? November 28&  29, 2011
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> *  Washington DC, USA  October 31&  November 1, 2011
>>> *  Barcelona, Spain  November 28&  29, 2011
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA  October 31&  November 1, 2011
>> *  Barcelona, Spain  November 28&  29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31&  November 1, 2011
> *  Barcelona, Spain  November 28&  29, 2011
>



From falcone at bestpractical.com  Wed Oct 26 15:38:04 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Oct 2011 15:38:04 -0400
Subject: [rt-users] Apache2 CPU hungry !
In-Reply-To: <4EA7B50F.70201@unisi.it>
References: <4EA7B50F.70201@unisi.it>
Message-ID: <20111026193804.GF981@jibsheet.com>

On Wed, Oct 26, 2011 at 09:21:51AM +0200, Michele Pinassi wrote:
> Hi all,
> 
> my RT 4.0.2 installation is too CPU hungry, expecially for apache2
> threads. Here's the HTOP display of processes and threads:
> http://imageshack.us/photo/my-images/810/schermatagf.png/

That doesn't show high CPU usage, but it does show you being
dangerously close to swap.  When an Apache server starts heavily using
swap, you get into swap death where a lot of CPU is wasted copying
apache children in and out of swap space.

You either need to prune back your apache children to fit comfortably
in 1G of ram (and tune the max to never go above your memory
availability) or give the machine more RAM.  Keep in mind that a
default apache may spawn 8 children, but be able to spawn another 20+
children when required and that can push you off a memory cliff.

-kevin
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From falcone at bestpractical.com  Wed Oct 26 17:56:27 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Oct 2011 17:56:27 -0400
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
In-Reply-To: <4EA73AC2.9090704@jetrentals.co.nz>
References: <4EA73AC2.9090704@jetrentals.co.nz>
Message-ID: <20111026215627.GG981@jibsheet.com>

On Wed, Oct 26, 2011 at 11:40:02AM +1300, David wrote:
> 
> would be given to the generic user. But I can't find private groups
> in the new install of RT 4.0.2. Until very recently we have been
> using 3.6 so I've lost my way.

To be clear, we removed Delegations, which included Private Groups, in
RT4.  The other correspondents in this thread have provided our normal
solutions, so I won't repeat them.

-kevin
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From falcone at bestpractical.com  Wed Oct 26 17:58:55 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Oct 2011 17:58:55 -0400
Subject: [rt-users] RSS Feed - listing newest instead of oldest?
In-Reply-To: <1319649702.60707.YahooMailNeo@web30308.mail.mud.yahoo.com>
References: <1319649702.60707.YahooMailNeo@web30308.mail.mud.yahoo.com>
Message-ID: <20111026215855.GH981@jibsheet.com>

On Wed, Oct 26, 2011 at 10:21:42AM -0700, Joseph Spenner wrote:
>    When using the RSS feed option to view a queue, is it possible to configure the results such
>    that the entry listed under each ticket is the most recent entry rather than the first entry
>    in the ticket?

You'll need to make a local overlay of Search/Elements/ResultsRSSView
and change the line that returns the content of the create
transaction.

-kevin
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From falcone at bestpractical.com  Wed Oct 26 18:09:23 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Oct 2011 18:09:23 -0400
Subject: [rt-users] Adding custom field to the Queue object thru initial
 data script (4.0.2)
In-Reply-To: 
References: 
Message-ID: <20111026220923.GI981@jibsheet.com>

On Fri, Oct 21, 2011 at 10:42:43PM +0000, Srikumar Nair wrote:
>    I am trying to create a custom field on the Queue object with the initial data script, which
>    has the following entry:
>            Queue       => 0,

Don't pass this line, it'll cause Custom Field to make some bad
backwards-compatibility decisions

-kevin
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From srikumarp at fb.com  Wed Oct 26 18:20:24 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Wed, 26 Oct 2011 22:20:24 +0000
Subject: [rt-users] Adding custom field to the Queue object thru initial
 data script (4.0.2)
In-Reply-To: <20111026220923.GI981@jibsheet.com>
Message-ID: 

Thanks Kevin..

I got that suggestion (Queue => 0) from Ruslan for another question.

BTW, back to my original question..

I am trying to create a custom field on the Queue object with the initial
data script, which has the following entry:

    {
        Name        => 'Country',
        Type        => 'SelectSingle',
        LookupType  => 'RT::Queue',
        Disabled    => 0,
        Queue       => 0,
        Description => 'Country information is used to identify country
specific queues',
    },

My assumption is specifying the LookupType as 'RT::Queue' will make it add
it to the Queue object. But this gets added to the Ticket object.

How do I add custom field to Queue Object?


Thanks



On 10/26/11 3:09 PM, "Kevin Falcone"  wrote:

>On Fri, Oct 21, 2011 at 10:42:43PM +0000, Srikumar Nair wrote:
>>    I am trying to create a custom field on the Queue object with the
>>initial data script, which
>>    has the following entry:
>>            Queue       => 0,
>
>Don't pass this line, it'll cause Custom Field to make some bad
>backwards-compatibility decisions
>
>-kevin
>--------
>RT Training Sessions (http://bestpractical.com/services/training.html)
>*  Washington DC, USA ? October 31 & November 1, 2011
>*  Barcelona, Spain ? November 28 & 29, 2011



From falcone at bestpractical.com  Wed Oct 26 18:24:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 Oct 2011 18:24:12 -0400
Subject: [rt-users] Adding custom field to the Queue object thru initial
 data script (4.0.2)
In-Reply-To: 
References: <20111026220923.GI981@jibsheet.com>
	
Message-ID: <20111026222412.GJ981@jibsheet.com>

On Wed, Oct 26, 2011 at 10:20:24PM +0000, Srikumar Nair wrote:
> I got that suggestion (Queue => 0) from Ruslan for another question.

Correct, it applies to Ticket Custom Fields, which is the question
Ruslan was answering.

> BTW, back to my original question..
> 
> I am trying to create a custom field on the Queue object with the initial
> data script, which has the following entry:
> 
>     {
>         Name        => 'Country',
>         Type        => 'SelectSingle',
>         LookupType  => 'RT::Queue',
>         Disabled    => 0,
>         Queue       => 0,
>         Description => 'Country information is used to identify country
> specific queues',
>     },
> 
> My assumption is specifying the LookupType as 'RT::Queue' will make it add
> it to the Queue object. But this gets added to the Ticket object.
> 
> How do I add custom field to Queue Object?

Remove Queue => 0 from the code you've pasted.

-kevin
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From joseph85750 at yahoo.com  Wed Oct 26 18:35:00 2011
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 26 Oct 2011 15:35:00 -0700 (PDT)
Subject: [rt-users] RSS Feed - listing newest instead of oldest?
In-Reply-To: <20111026215855.GH981@jibsheet.com>
References: <1319649702.60707.YahooMailNeo@web30308.mail.mud.yahoo.com>
	<20111026215855.GH981@jibsheet.com>
Message-ID: <1319668500.20277.YahooMailNeo@web30308.mail.mud.yahoo.com>




On Wed, Oct 26, 2011 at 10:21:42AM -0700, Joseph Spenner wrote:
>? ? When using the RSS feed option to view a queue, is it possible to configure the results such
>? ? that the entry listed under each ticket is the most recent entry rather than the first entry
>? ? in the ticket?

You'll need to make a local overlay of Search/Elements/ResultsRSSView
and change the line that returns the content of the create
transaction.

-kevin

--------

Ok, I was afraid of that.?? :)
Not being a developer, I'm not sure what to do.? I found the file you mentioned:

/opt/rt3/share/html/Search/Elements/ResultsRSSView

Is this the line to edit?
??? ????????? description => $Ticket->Transactions->First->Content,

and change to something intuitive, such as:
??? ????????? description => $Ticket->Transactions->Last->Content,

?
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From srikumarp at fb.com  Wed Oct 26 18:48:24 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Wed, 26 Oct 2011 22:48:24 +0000
Subject: [rt-users] Adding custom field to the Queue object thru initial
 data script (4.0.2)
In-Reply-To: <20111026222412.GJ981@jibsheet.com>
Message-ID: 

That is perfect. That did the trick..

On 10/26/11 3:24 PM, "Kevin Falcone"  wrote:

>On Wed, Oct 26, 2011 at 10:20:24PM +0000, Srikumar Nair wrote:
>> I got that suggestion (Queue => 0) from Ruslan for another question.
>
>Correct, it applies to Ticket Custom Fields, which is the question
>Ruslan was answering.
>
>> BTW, back to my original question..
>> 
>> I am trying to create a custom field on the Queue object with the
>>initial
>> data script, which has the following entry:
>> 
>>     {
>>         Name        => 'Country',
>>         Type        => 'SelectSingle',
>>         LookupType  => 'RT::Queue',
>>         Disabled    => 0,
>>         Queue       => 0,
>>         Description => 'Country information is used to identify country
>> specific queues',
>>     },
>> 
>> My assumption is specifying the LookupType as 'RT::Queue' will make it
>>add
>> it to the Queue object. But this gets added to the Ticket object.
>> 
>> How do I add custom field to Queue Object?
>
>Remove Queue => 0 from the code you've pasted.
>
>-kevin
>--------
>RT Training Sessions (http://bestpractical.com/services/training.html)
>*  Washington DC, USA ? October 31 & November 1, 2011
>*  Barcelona, Spain ? November 28 & 29, 2011



From rt-users at matthouse.com  Wed Oct 26 19:54:28 2011
From: rt-users at matthouse.com (Matt Sturtz)
Date: Wed, 26 Oct 2011 17:54:28 -0600 (MDT)
Subject: [rt-users] expanding TNEF's
Message-ID: <1799d11ecbd89fe844f496a8b7e900d2.squirrel@www.ontheside.net>

Hi,

I have an RT-3.8.10 with two queues, behind Exchange 2010.  On the
Exchange side, each queue is set up as a "contact", which forwards over to
the RT box.  /etc/aliases has the typical call to "|rt-mailgate --queue
QUEUENAME --action correspond --url http://rt/" for each queue.

One of the queues accepts and deals with attachments just fine, and that
queue has existed on RT for many years, through several versions.  The
other queue, which is pretty new, does not accept attachments -- by that I
mean the only thing in the ticket is a winmail.dat file.

As far as I can tell, they are configured the same way, both on Exchange
and on RT -- but its entirely possible I'm missing something, as I
wouldn't call myself a subject matter expert on either one.

Using Google, I found several links where people had similar problems. 
One solution I found was to put a call to /usr/bin/tnef in the pipeline in
front of rt-mailgate.  smrsh didn't like that, even though I did install
tnef and symlink it in /etc/smrsh (the error indicates that smrsh doesn't
like more than one pipe).  In any case, that didn't seem to apply, since
only ONE of my queues is having this problem, and the other works.

On the RT wiki, I searched for "tnef" and "winmail.dat", and found nothing.

Any thoughts would be much appreciated...

-Matt-



From chocoboselphie at gmx.de  Thu Oct 27 02:11:47 2011
From: chocoboselphie at gmx.de (declaya)
Date: Wed, 26 Oct 2011 23:11:47 -0700 (PDT)
Subject: [rt-users]  Change the shown 'logged in as...' name
Message-ID: <32729334.post@talk.nabble.com>


Good morning,

I'm using mod_auth_kerb with Apache to authenticate our users. The
authentication works fine, each user is recognized by their
userPrincipalName from our AD which is mapped to RT as their username. 
This causes to show also the userPrincipalNames in the main navigation bar,
which confuses the users.
So now my question is:
How can I change the shown name in the navigation bar? It would be great if
I could change it to the RealName of the user.
I tried to change the /path/to/rt/share/html/Elements/Tabs file from
$session{'CurrentUser'}->Name to $session{'CurrentUser'}->RealName in lines
385 and 731 but it didn't work.

I would really appreciate some help. 
Thanks in advance!

Have a nice day!
-- 
View this message in context: http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32729334.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From michele.pinassi at unisi.it  Thu Oct 27 04:52:13 2011
From: michele.pinassi at unisi.it (Michele Pinassi)
Date: Thu, 27 Oct 2011 10:52:13 +0200
Subject: [rt-users] Apache2 CPU hungry !
In-Reply-To: <20111026193804.GF981@jibsheet.com>
References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com>
Message-ID: <4EA91BBD.9030401@unisi.it>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi Kevin,

this is the problem ! There's a lot of memory and CPU usage but, on that
machine, there's ONLY RT 4.0.2 !!!!!

It's a normal behaviour ?

Michele

On 26/10/2011 21:38, Kevin Falcone wrote:
> On Wed, Oct 26, 2011 at 09:21:51AM +0200, Michele Pinassi wrote:
>> Hi all,
>>
>> my RT 4.0.2 installation is too CPU hungry, expecially for apache2
>> threads. Here's the HTOP display of processes and threads:
>> http://imageshack.us/photo/my-images/810/schermatagf.png/
> 
> That doesn't show high CPU usage, but it does show you being
> dangerously close to swap.  When an Apache server starts heavily using
> swap, you get into swap death where a lot of CPU is wasted copying
> apache children in and out of swap space.
> 
> You either need to prune back your apache children to fit comfortably
> in 1G of ram (and tune the max to never go above your memory
> availability) or give the machine more RAM.  Keep in mind that a
> default apache may spawn 8 children, but be able to spawn another 20+
> children when required and that can push you off a memory cliff.
> 
> -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
|| System Manager Area Sistema Biblioteche - UniSi
|| https://sites.google.com/a/unisi.it/o-zone/
|| Assistenza: +39.577.232299 (int. 2299)
|| Personale: +39.577.232477 (int. 2477)
|| FAX: +39.577.232430 (int. 2430)
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

iEYEARECAAYFAk6pG70ACgkQFPw35TwkuY53/gCg1NEC+1dDQ3cGOPUYz/i55NYx
uLwAoJV3LMhXEuw8FA7l5GYsuXa3A1F8
=gCVH
-----END PGP SIGNATURE-----


From bart at pleh.info  Thu Oct 27 05:05:21 2011
From: bart at pleh.info (Bart)
Date: Thu, 27 Oct 2011 11:05:21 +0200
Subject: [rt-users] Apache2 CPU hungry !
In-Reply-To: <4EA91BBD.9030401@unisi.it>
References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com>
	<4EA91BBD.9030401@unisi.it>
Message-ID: 

Hi,

>From what I can recall during testing is that RT does eat quite allot of
memory (as you can see in your setup).
So you could say this is normal behavior, RT isn't your average website ;)
(allot of server-side action going on)

Having 1 GB should be ok but you're already using some plugins that might
use quite a bit more then a clean RT 4 installation. (External Auth, JS
Grant and calendar).

Increasing the memory to 2GB (minimum I guess) would solve your problem, or
tweaking Apache as Francisco mentioned.

-- Bart


2011/10/27 Michele Pinassi 

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Hi Kevin,
>
> this is the problem ! There's a lot of memory and CPU usage but, on that
> machine, there's ONLY RT 4.0.2 !!!!!
>
> It's a normal behaviour ?
>
> Michele
>
> On 26/10/2011 21:38, Kevin Falcone wrote:
> > On Wed, Oct 26, 2011 at 09:21:51AM +0200, Michele Pinassi wrote:
> >> Hi all,
> >>
> >> my RT 4.0.2 installation is too CPU hungry, expecially for apache2
> >> threads. Here's the HTOP display of processes and threads:
> >> http://imageshack.us/photo/my-images/810/schermatagf.png/
> >
> > That doesn't show high CPU usage, but it does show you being
> > dangerously close to swap.  When an Apache server starts heavily using
> > swap, you get into swap death where a lot of CPU is wasted copying
> > apache children in and out of swap space.
> >
> > You either need to prune back your apache children to fit comfortably
> > in 1G of ram (and tune the max to never go above your memory
> > availability) or give the machine more RAM.  Keep in mind that a
> > default apache may spawn 8 children, but be able to spawn another 20+
> > children when required and that can push you off a memory cliff.
> >
> > -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
> || System Manager Area Sistema Biblioteche - UniSi
> || https://sites.google.com/a/unisi.it/o-zone/
> || Assistenza: +39.577.232299 (int. 2299)
> || Personale: +39.577.232477 (int. 2477)
> || FAX: +39.577.232430 (int. 2430)
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.10 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
>
> iEYEARECAAYFAk6pG70ACgkQFPw35TwkuY53/gCg1NEC+1dDQ3cGOPUYz/i55NYx
> uLwAoJV3LMhXEuw8FA7l5GYsuXa3A1F8
> =gCVH
> -----END PGP SIGNATURE-----
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
-------------- next part --------------
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From cloos at netcologne.de  Thu Oct 27 07:26:06 2011
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 27 Oct 2011 13:26:06 +0200
Subject: [rt-users] expanding TNEF's
In-Reply-To: <1799d11ecbd89fe844f496a8b7e900d2.squirrel@www.ontheside.net>
References: <1799d11ecbd89fe844f496a8b7e900d2.squirrel@www.ontheside.net>
Message-ID: <4EA93FCE.2040600@netcologne.de>

You must deactivate the "send RTF messages" on the exchange contact.

We had the same problem here but with exchange 2007.

-Chris

Am 27.10.2011 01:54, schrieb Matt Sturtz:
> Hi,
>
> I have an RT-3.8.10 with two queues, behind Exchange 2010.  On the
> Exchange side, each queue is set up as a "contact", which forwards over to
> the RT box.  /etc/aliases has the typical call to "|rt-mailgate --queue
> QUEUENAME --action correspond --url http://rt/" for each queue.
>
> One of the queues accepts and deals with attachments just fine, and that
> queue has existed on RT for many years, through several versions.  The
> other queue, which is pretty new, does not accept attachments -- by that I
> mean the only thing in the ticket is a winmail.dat file.
>
> As far as I can tell, they are configured the same way, both on Exchange
> and on RT -- but its entirely possible I'm missing something, as I
> wouldn't call myself a subject matter expert on either one.
>
> Using Google, I found several links where people had similar problems.
> One solution I found was to put a call to /usr/bin/tnef in the pipeline in
> front of rt-mailgate.  smrsh didn't like that, even though I did install
> tnef and symlink it in /etc/smrsh (the error indicates that smrsh doesn't
> like more than one pipe).  In any case, that didn't seem to apply, since
> only ONE of my queues is having this problem, and the other works.
>
> On the RT wiki, I searched for "tnef" and "winmail.dat", and found nothing.
>
> Any thoughts would be much appreciated...
>
> -Matt-


From Izz.Abdullah at hibbett.com  Thu Oct 27 09:08:55 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Thu, 27 Oct 2011 08:08:55 -0500
Subject: [rt-users] Change the shown 'logged in as...' name
In-Reply-To: <32729334.post@talk.nabble.com>
References: <32729334.post@talk.nabble.com>
Message-ID: 

Did you clear the mason cache after making this change?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of declaya
Sent: Thursday, October 27, 2011 1:12 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Change the shown 'logged in as...' name


Good morning,

I'm using mod_auth_kerb with Apache to authenticate our users. The
authentication works fine, each user is recognized by their
userPrincipalName from our AD which is mapped to RT as their username. 
This causes to show also the userPrincipalNames in the main navigation bar,
which confuses the users.
So now my question is:
How can I change the shown name in the navigation bar? It would be great if
I could change it to the RealName of the user.
I tried to change the /path/to/rt/share/html/Elements/Tabs file from
$session{'CurrentUser'}->Name to $session{'CurrentUser'}->RealName in lines
385 and 731 but it didn't work.

I would really appreciate some help. 
Thanks in advance!

Have a nice day!
-- 
View this message in context: http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32729334.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011


From falcone at bestpractical.com  Thu Oct 27 09:33:36 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Oct 2011 09:33:36 -0400
Subject: [rt-users] Apache2 CPU hungry !
In-Reply-To: <4EA91BBD.9030401@unisi.it>
References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com>
	<4EA91BBD.9030401@unisi.it>
Message-ID: <20111027133336.GK981@jibsheet.com>

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
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From l.reimann at metaways.de  Thu Oct 27 11:14:18 2011
From: l.reimann at metaways.de (Lars Reimann)
Date: Thu, 27 Oct 2011 17:14:18 +0200
Subject: [rt-users] Links -> new Child workflow (cross queue children
	assignment)
In-Reply-To: 
References: <32729334.post@talk.nabble.com>
	
Message-ID: <4EA9754A.7010007@metaways.de>

Hi,

RT=v3.8.8

short Question:

Apperently Users with the following rights cannot assign links to 
tickets outside of one queue they have the rights in:

QueueA rights:

CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
StealTicket
TakeTicket

QueueB rights:

CreateTicket
ReplyToTicket
SeeQueue
ShowTicket

Ticket1 in QueueA:
Links -> Cannot assign Child:
Ticket2 in QueueB

Why is that, because I don't alter Ticket2 but Ticket1 where I have 
almost full access?

Otherwise: What is my error / which right is needed?

Many thanks,
and sorry for not digging through the archives as time is short atm.
LR


From Joshua.Greenberg at constellation.com  Thu Oct 27 11:21:19 2011
From: Joshua.Greenberg at constellation.com (Greenberg, Joshua L)
Date: Thu, 27 Oct 2011 11:21:19 -0400
Subject: [rt-users] Question on setup
References: 
	<028FF86CA1772B4A83410D3BCFAB117202D037CE5865@EXM-OMF-06.Ceg.Corp.Net>
	 
Message-ID: <028FF86CA1772B4A83410D3BCFAB117202D037E1ADBB@EXM-OMF-06.Ceg.Corp.Net>

Any suggestions on this? Thanks.

Josh


Of course. No problem. Answers below.

From: pleh.info at gmail.com [mailto:pleh.info at gmail.com] On Behalf Of Bart
Sent: Tuesday, October 25, 2011 3:42 AM
To: Greenberg, Joshua L
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question on setup

Hi,

Few questions on your setup:

 *   On what OS have you installed RT?
RHEL 5

 *   Which installation steps did you take? (e.g. did you do the testdeps/fixdeps thingy?)
Yes, did that. I had some issues with that, though. Testdeps said everything was fine but I still couldn't get the web page to display. After researching some, I ran the command `perl RT_HOME/sbin/rt-test-dependencies -with-mysql -with-modperl2`. This returned a lot of errors with missing perl modules. The strange thing was that it was looking in /usr/lib at the yum installed perl for the libraries but I used a /usr/local/{bin,lib} version that I'd installed myself. After some consideration, I think this is because it was looking for missing modules for the apache/mod_perl/mysql installs and they probably point to /usr/bin/perl. I installed the missing modules by hand and was able to get a login screen.

 *   Are you using Apache to serve RT?
Yes

 *   Can I assuming you've used the RT documentation for the apache vhost configuration?
Yes but I added the line 'Alias /rt /opt/rt3/share/html'

 *   What do the logs say? (assuming it's some flavor of Unix /var/log/)
I'm not seeing anything in the logs about this.

 *   Have you checked the permissions on the RT folders? (along with user/group ownerships)
Yes but not sure what they should be. They are mostly set to root but I recursively changed ownership on the share directory to apache.
Something like that at least, we need a little more info in order to help :-)

Thanks for the response!

-- Bart
2011/10/24 Greenberg, Joshua L >
I'm installing RT 3.8.10. I have to use this version because I'm installing RTIR and that doesn't support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name 'root', password 'password') it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I've made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks.

Josh

>>> 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

--------
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*  Washington DC, USA - October 31 & November 1, 2011
*  Barcelona, Spain - November 28 & 29, 2011

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From ktm at rice.edu  Thu Oct 27 11:26:50 2011
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 27 Oct 2011 10:26:50 -0500
Subject: [rt-users] Links -> new Child workflow (cross queue children
 assignment)
In-Reply-To: <4EA9754A.7010007@metaways.de>
References: <32729334.post@talk.nabble.com>
	
	<4EA9754A.7010007@metaways.de>
Message-ID: <20111027152650.GK10975@staff-mud-56-27.rice.edu>

On Thu, Oct 27, 2011 at 05:14:18PM +0200, Lars Reimann wrote:
> Hi,
> 
> RT=v3.8.8
> 
> short Question:
> 
> Apperently Users with the following rights cannot assign links to
> tickets outside of one queue they have the rights in:
> 
> QueueA rights:
> 
> CreateTicket
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
> StealTicket
> TakeTicket
> 
> QueueB rights:
> 
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
> 
> Ticket1 in QueueA:
> Links -> Cannot assign Child:
> Ticket2 in QueueB
> 
> Why is that, because I don't alter Ticket2 but Ticket1 where I have
> almost full access?
> 

Don't you alter Ticket2 in QueueB to set the "Parent" links field?

Ken


From falcone at bestpractical.com  Thu Oct 27 11:37:48 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Oct 2011 11:37:48 -0400
Subject: [rt-users] Links -> new Child workflow (cross queue children
 assignment)
In-Reply-To: <20111027152650.GK10975@staff-mud-56-27.rice.edu>
References: <4EA9754A.7010007@metaways.de>
	<20111027152650.GK10975@staff-mud-56-27.rice.edu>
Message-ID: <20111027153748.GL981@jibsheet.com>

On Thu, Oct 27, 2011 at 10:26:50AM -0500, ktm at rice.edu wrote:
> On Thu, Oct 27, 2011 at 05:14:18PM +0200, Lars Reimann wrote:
> > short Question:
> > 
> > Apperently Users with the following rights cannot assign links to
> > tickets outside of one queue they have the rights in:
> > 
> > QueueA rights:
> > 
> > CreateTicket
> > ModifyTicket
> > OwnTicket
> > ReplyToTicket
> > SeeQueue
> > ShowTicket
> > StealTicket
> > TakeTicket
> > 
> > QueueB rights:
> > 
> > CreateTicket
> > ReplyToTicket
> > SeeQueue
> > ShowTicket
> > 
> > Ticket1 in QueueA:
> > Links -> Cannot assign Child:
> > Ticket2 in QueueB
> > 
> > Why is that, because I don't alter Ticket2 but Ticket1 where I have
> > almost full access?
> > 
> 
> Don't you alter Ticket2 in QueueB to set the "Parent" links field?

There's a config option that controls this, try searching RT_Config.pm
for Link

-kevin
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From kenn.crocker at gmail.com  Thu Oct 27 11:56:13 2011
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Thu, 27 Oct 2011 08:56:13 -0700
Subject: [rt-users] Links -> new Child workflow (cross queue children
	assignment)
In-Reply-To: <4EA9754A.7010007@metaways.de>
References: <32729334.post@talk.nabble.com>
	
	<4EA9754A.7010007@metaways.de>
Message-ID: 

Lars,

You want to turn off "StrictACL in your Configuration settings:

*Set($StrictLinkACL, 0);*
**
This allows the parent/child relationship between Queues.

Hope this helps.

Kenn


On Thu, Oct 27, 2011 at 8:14 AM, Lars Reimann  wrote:

> Hi,
>
> RT=v3.8.8
>
> short Question:
>
> Apperently Users with the following rights cannot assign links to tickets
> outside of one queue they have the rights in:
>
> QueueA rights:
>
> CreateTicket
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
> StealTicket
> TakeTicket
>
> QueueB rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> Ticket1 in QueueA:
> Links -> Cannot assign Child:
> Ticket2 in QueueB
>
> Why is that, because I don't alter Ticket2 but Ticket1 where I have almost
> full access?
>
> Otherwise: What is my error / which right is needed?
>
> Many thanks,
> and sorry for not digging through the archives as time is short atm.
> LR
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html
> )
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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From rt-users at matthouse.com  Thu Oct 27 12:50:47 2011
From: rt-users at matthouse.com (Matt Sturtz)
Date: Thu, 27 Oct 2011 10:50:47 -0600 (MDT)
Subject: [rt-users] expanding TNEF's
In-Reply-To: <4EA93EF4.40004@netcologne.de>
References: <1799d11ecbd89fe844f496a8b7e900d2.squirrel@www.ontheside.net>
	<4EA93EF4.40004@netcologne.de>
Message-ID: <60d162655ca656afa1dbace2a7efc67a.squirrel@www.ontheside.net>

Thanks -- not sure how I missed that, I must have looked at these settings
5 different times...

In Exchange 2010, the option is called "Use MAPI rich text format", and
its on the General tab of hte contact.

-Matt-


> You must deactivate the "send RTF messages" on the exchange contact.
>
> We had the same problem here but with exchange 2007.
>
> -Chris
>
> Am 27.10.2011 01:54, schrieb Matt Sturtz:
>> Hi,
>>
>> I have an RT-3.8.10 with two queues, behind Exchange 2010.  On the
>> Exchange side, each queue is set up as a "contact", which forwards over
>> to
>> the RT box.  /etc/aliases has the typical call to "|rt-mailgate --queue
>> QUEUENAME --action correspond --url http://rt/" for each queue.
>>
>> One of the queues accepts and deals with attachments just fine, and that
>> queue has existed on RT for many years, through several versions.  The
>> other queue, which is pretty new, does not accept attachments -- by that
>> I
>> mean the only thing in the ticket is a winmail.dat file.
>>
>> As far as I can tell, they are configured the same way, both on Exchange
>> and on RT -- but its entirely possible I'm missing something, as I
>> wouldn't call myself a subject matter expert on either one.
>>
>> Using Google, I found several links where people had similar problems.
>> One solution I found was to put a call to /usr/bin/tnef in the pipeline
>> in
>> front of rt-mailgate.  smrsh didn't like that, even though I did install
>> tnef and symlink it in /etc/smrsh (the error indicates that smrsh
>> doesn't
>> like more than one pipe).  In any case, that didn't seem to apply, since
>> only ONE of my queues is having this problem, and the other works.
>>
>> On the RT wiki, I searched for "tnef" and "winmail.dat", and found
>> nothing.
>>
>> Any thoughts would be much appreciated...
>>
>> -Matt-
>




From vance_walsh at concordacademy.org  Thu Oct 27 12:45:35 2011
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Thu, 27 Oct 2011 12:45:35 -0400
Subject: [rt-users] Issue with Apache Config,
	first attempt at RT upgrade from 3.8.9 to 4.0.1
In-Reply-To: <20111026193804.GF981@jibsheet.com>
References: <4EA7B50F.70201@unisi.it>
 <20111026193804.GF981@jibsheet.com>
Message-ID: 

Alrighty,

I have read the Upgrade docs, readme and web_deployment docs a great deal but
I am not quite sorting this out

I have run the upgrades without issue up to the point of configureing the
webserver. I am doing this upgrade ina  test environment so the IP of the
webserver changed but I changed that as well in the http.conf file.

Here is the OLD rt3 conf file we used to use which obviously needs change /
replacement with 4.0 due to webmux and mason etc. The key here is we use the
/ticket directory for RT. I am fine with it being at the root if it's easier.
I have installed RT into /opt/rt4 and I have not run the webserver included
with RT to there should be no mason corruption.

Alias /ticket "/opt/rt3/share/html"

PerlRequire /opt/rt3/bin/webmux.pl


  AllowOverride All
  Options ExecCGI FollowSymLinks

  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason



I have tried using the default mod_fastcgi and after placing it in I have
neen unsuccessful getting RT4 to come up. 

    FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

    
        ### 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 /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        
            Order allow,deny
            Allow from all

            Options +ExecCGI
            AddHandler fastcgi-script fcgi
        
    


I would like to do this via IP for the test as I would rather not put ina 
DNS record. Could I trouble folks who perhaps have some insight to offer up a
suggestion?

Thanks in advance

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From trs at bestpractical.com  Thu Oct 27 13:05:47 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 27 Oct 2011 13:05:47 -0400
Subject: [rt-users] expanding TNEF's
In-Reply-To: <60d162655ca656afa1dbace2a7efc67a.squirrel@www.ontheside.net>
References: <1799d11ecbd89fe844f496a8b7e900d2.squirrel@www.ontheside.net>
	<4EA93EF4.40004@netcologne.de>
	<60d162655ca656afa1dbace2a7efc67a.squirrel@www.ontheside.net>
Message-ID: <4EA98F6B.50103@bestpractical.com>

Matt and Chris,

Thanks for posting the specific toggle on the list.  To help future RT 
users with this problem, I created 
http://requesttracker.wikia.com/wiki/Winmail.dat

Thomas

On 10/27/2011 12:50 PM, Matt Sturtz wrote:
> Thanks -- not sure how I missed that, I must have looked at these settings
> 5 different times...
>
> In Exchange 2010, the option is called "Use MAPI rich text format", and
> its on the General tab of hte contact.
>
> -Matt-
>
>
>> You must deactivate the "send RTF messages" on the exchange contact.
>>
>> We had the same problem here but with exchange 2007.
>>
>> -Chris


From srikumarp at fb.com  Thu Oct 27 13:05:43 2011
From: srikumarp at fb.com (Srikumar Nair)
Date: Thu, 27 Oct 2011 17:05:43 +0000
Subject: [rt-users] Selecting Queues Dynamically with Perl API in 4.0.2
Message-ID: 

I have setup the Queue with a custom field called 'Country' and created a queue with country populated with 'United States'.

Then, I am using the following code snippet to select this Queue based on the custom Country field value in Queue.

$cfCountryQ = RT::CustomField->new(RT->SystemUser);
$cfCountryQ->LoadByName(Name => 'Country');

$splQueues = RT::Queues->new(RT->SystemUser);
$splQueues->LimitCustomField (CustomField => $cfCountryQ->id, Value => 'United States');

while (my $splQueue = $splQueues->Next) {
  print ("inside the loop\n");
  print ($splQueue->Name);
}

The control does not go inside the loop. I am wondering what is that I am doing wrong here..

~
~
~
~
~
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From wac at yellowhippy.com  Thu Oct 27 13:33:18 2011
From: wac at yellowhippy.com (wac at yellowhippy.com)
Date: Thu, 27 Oct 2011 19:33:18 +0200
Subject: [rt-users] Graphical Workflow Editor
Message-ID: <20111027193318.134513j10u6rsdem@webmail.yellowhippy.com>


Hello!
I am looking for some sort of plug-in which helps me building rather  
complex workflows. Has anyone any experience with this one:  
http://search.cpan.org/dist/RTx-WorkflowBuilder/lib/RTx/WorkflowBuilder.pm
There seems to be limited explanation provided on that page.

Does it work with 4.X?

Thanks for your help,

Chris



From nesius at gmail.com  Thu Oct 27 14:41:58 2011
From: nesius at gmail.com (Robert Nesius)
Date: Thu, 27 Oct 2011 13:41:58 -0500
Subject: [rt-users] BKM for deployment of RT's perl
Message-ID: 

Hi all,

Just curious how some of you provision perl to RT.  I am running over my
server-distro's apache2/perl, and during a recent upgrade the system perl
was moved forward and suddenly my modules disappeared.  I was able to patch
it up without too much trouble, but did find myself debating rolling my own
perl/mod_perl so I could roll the distro forward in the future without
having to worry about blowing up RT again.

Just curious how some of you approach this detail.

Thanks in advance,
-Rob
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From vance_walsh at concordacademy.org  Thu Oct 27 14:47:24 2011
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Thu, 27 Oct 2011 14:47:24 -0400
Subject: [rt-users] Issue with Apache Config,
	first attempt at RT upgrade from 3.8.9 to 4.0.1
Message-ID: 

Posting this to it's own thread, my apologies
______________________________________________

Alrighty,

I have read the Upgrade docs, readme and web_deployment docs a great deal but
I am not quite sorting this out

I have run the upgrades without issue up to the point of configureing the
webserver. I am doing this upgrade ina  test environment so the IP of the
webserver changed but I changed that as well in the http.conf file.

Here is the OLD rt3 conf file we used to use which obviously needs change /
replacement with 4.0 due to webmux and mason etc. The key here is we use the
/ticket directory for RT. I am fine with it being at the root if it's easier.
I have installed RT into /opt/rt4 and I have not run the webserver included
with RT to there should be no mason corruption.

Alias /ticket "/opt/rt3/share/html"

PerlRequire /opt/rt3/bin/webmux.pl


  AllowOverride All
  Options ExecCGI FollowSymLinks

  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason



I have tried using the default mod_fastcgi and after placing it in I have
neen unsuccessful getting RT4 to come up. 

    FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

    
        ### 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 /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        
            Order allow,deny
            Allow from all

            Options +ExecCGI
            AddHandler fastcgi-script fcgi
        
    


I would like to do this via IP for the test as I would rather not put ina 
DNS record. Could I trouble folks who perhaps have some insight to offer up a
suggestion?

Thanks in advance

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.



---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From falcone at bestpractical.com  Thu Oct 27 14:55:12 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Oct 2011 14:55:12 -0400
Subject: [rt-users] Issue with Apache Config,
 first attempt at RT upgrade from 3.8.9 to 4.0.1
In-Reply-To: 
References: <4EA7B50F.70201@unisi.it> <20111026193804.GF981@jibsheet.com>
	
Message-ID: <20111027185512.GM981@jibsheet.com>

On Thu, Oct 27, 2011 at 12:45:35PM -0400, Vance Walsh wrote:
>    Alrighty,
>    I have read the Upgrade docs, readme and web_deployment docs a great deal but I am not quite
>    sorting this out
>    I have run the upgrades without issue up to the point of configureing the webserver. I am
>    doing this upgrade ina  test environment so the IP of the webserver changed but I changed that
>    as well in the http.conf file.
>    Here is the OLD rt3 conf file we used to use which obviously needs change / replacement with

Running RT at /ticket is documented at the bottom of the
web_deployment.pod documentation.

If your config is showing an error, you need to show us the apache
error logs to have any hope of knowing what is broken.

-kevin

>    4.0 due to webmux and mason etc. The key here is we use the /ticket directory for RT. I am
>    fine with it being at the root if it's easier. I have installed RT into /opt/rt4 and I have
>    not run the webserver included with RT to there should be no mason corruption.
>    Alias /ticket "/opt/rt3/share/html"
>    PerlRequire /opt/rt3/bin/webmux.pl
>    
>     AllowOverride All
>     Options ExecCGI FollowSymLinks
>     RewriteEngine On
>     RedirectMatch permanent (.*)/$ $1/index.html
>     AddDefaultCharset UTF-8
>     SetHandler perl-script
>     PerlHandler RT::Mason
>    
> 
>    I have tried using the default mod_fastcgi and after placing it in I have neen unsuccessful
>    getting RT4 to come up.
>        FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
>       
>           ### 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 /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>           ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>           DocumentRoot "/opt/rt4/share/html"
>           
>               Order allow,deny
>               Allow from all
>               Options +ExecCGI
>               AddHandler fastcgi-script fcgi
>           
>       
> 
>    I would like to do this via IP for the test as I would rather not put ina  DNS record. Could I
>    trouble folks who perhaps have some insight to offer up a suggestion?
>    Thanks in advance
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From falcone at bestpractical.com  Thu Oct 27 14:56:46 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 Oct 2011 14:56:46 -0400
Subject: [rt-users] Graphical Workflow Editor
In-Reply-To: <20111027193318.134513j10u6rsdem@webmail.yellowhippy.com>
References: <20111027193318.134513j10u6rsdem@webmail.yellowhippy.com>
Message-ID: <20111027185646.GN981@jibsheet.com>

On Thu, Oct 27, 2011 at 07:33:18PM +0200, wac at yellowhippy.com wrote:
> 
> I am looking for some sort of plug-in which helps me building rather
> complex workflows. Has anyone any experience with this one: http://search.cpan.org/dist/RTx-WorkflowBuilder/lib/RTx/WorkflowBuilder.pm
> There seems to be limited explanation provided on that page.

This extension works with 4.0 but is targeted at RT's built-in
Approvals workflow.

-kevin
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From Izz.Abdullah at hibbett.com  Thu Oct 27 15:00:21 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Thu, 27 Oct 2011 14:00:21 -0500
Subject: [rt-users] Issue with Apache Config,
 first attempt at RT upgrade from 3.8.9 to 4.0.1
In-Reply-To: <20111027185512.GM981@jibsheet.com>
References: <4EA7B50F.70201@unisi.it>
	<20111026193804.GF981@jibsheet.com>
	<20111027185512.GM981@jibsheet.com>
Message-ID: 

Your location directive should point to /ticket:

	Order allow,deny
	Allow from all
	Options +ExecCGI
	AddHandler fastcgi-script fcgi


I would imagine this is the beginning of your issue.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, October 27, 2011 1:55 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Issue with Apache Config,first attempt at RT upgrade from 3.8.9 to 4.0.1

On Thu, Oct 27, 2011 at 12:45:35PM -0400, Vance Walsh wrote:
>    Alrighty,
>    I have read the Upgrade docs, readme and web_deployment docs a great deal but I am not quite
>    sorting this out
>    I have run the upgrades without issue up to the point of configureing the webserver. I am
>    doing this upgrade ina  test environment so the IP of the webserver changed but I changed that
>    as well in the http.conf file.
>    Here is the OLD rt3 conf file we used to use which obviously needs 
> change / replacement with

Running RT at /ticket is documented at the bottom of the web_deployment.pod documentation.

If your config is showing an error, you need to show us the apache error logs to have any hope of knowing what is broken.

-kevin

>    4.0 due to webmux and mason etc. The key here is we use the /ticket directory for RT. I am
>    fine with it being at the root if it's easier. I have installed RT into /opt/rt4 and I have
>    not run the webserver included with RT to there should be no mason corruption.
>    Alias /ticket "/opt/rt3/share/html"
>    PerlRequire /opt/rt3/bin/webmux.pl
>    
>     AllowOverride All
>     Options ExecCGI FollowSymLinks
>     RewriteEngine On
>     RedirectMatch permanent (.*)/$ $1/index.html
>     AddDefaultCharset UTF-8
>     SetHandler perl-script
>     PerlHandler RT::Mason
>    
> 
>    I have tried using the default mod_fastcgi and after placing it in I have neen unsuccessful
>    getting RT4 to come up.
>        FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
>       
>           ### 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 /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>           ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>           DocumentRoot "/opt/rt4/share/html"
>           
>               Order allow,deny
>               Allow from all
>               Options +ExecCGI
>               AddHandler fastcgi-script fcgi
>           
>       
> 
>    I would like to do this via IP for the test as I would rather not put ina  DNS record. Could I
>    trouble folks who perhaps have some insight to offer up a suggestion?
>    Thanks in advance


From Joachim.Thuau at spacex.com  Thu Oct 27 15:02:51 2011
From: Joachim.Thuau at spacex.com (Joachim Thuau)
Date: Thu, 27 Oct 2011 19:02:51 +0000
Subject: [rt-users] BKM for deployment of RT's perl
In-Reply-To: 
Message-ID: 

I have successfully setup RT using local::lib to store all the
dependancies that perl needs outside of the system's perl libs.
So far, it has worked quite well.

You have to be careful to set it up before you start running all the
commands so that it looks for the libs in the right place, as well as
using the right install paths for the new installed modules out of cpan.

Use this:
	eval `perl -Mlocal::lib=/opt/rt4/perl5`
To get CPAN to install in that location, and setup perl to look there for
libs.

And add the following to apache's config:

PerlOptions +Parent
        PerlSwitches -I/opt/rt4/perl5/lib/perl5


I expect you can use something like perlbrew to setup the whole toolchain
to do the same...


Thanks,
Jok


-- 
| Joachim Thuau | Linux Systems Administrator / SpaceX |
| Cell: 310-890-7937 | Office: 310-363-6153 |



From trs at bestpractical.com  Thu Oct 27 15:05:38 2011
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 27 Oct 2011 15:05:38 -0400
Subject: [rt-users] BKM for deployment of RT's perl
In-Reply-To: 
References: 
Message-ID: <4EA9AB82.8060306@bestpractical.com>

On 10/27/2011 02:41 PM, Robert Nesius wrote:
> Hi all,
>
> Just curious how some of you provision perl to RT.  I am running over my
> server-distro's apache2/perl, and during a recent upgrade the system
> perl was moved forward and suddenly my modules disappeared.  I was able
> to patch it up without too much trouble, but did find myself debating
> rolling my own perl/mod_perl so I could roll the distro forward in the
> future without having to worry about blowing up RT again.
>
> Just curious how some of you approach this detail.

perlbrew + a fastcgi deployment (so you don't need your own mod_perl) 
works great.

Thomas


From Darin.Perusich at ctg.com  Thu Oct 27 15:09:07 2011
From: Darin.Perusich at ctg.com (Darin Perusich)
Date: Thu, 27 Oct 2011 15:09:07 -0400
Subject: [rt-users] BKM for deployment of RT's perl
In-Reply-To: 
References: 
Message-ID: 

I use  the OBS (open(suse) build sevice) perl repository for my RT system, I?m running on OpenSUSE 11.3. For RT itself I build an rpm package for it and a bunch of extensions, see links below, which are deployed from an internal repo server. I?d like to get this RT package, plus my extension packages,  put into the OBS perl repo so all you?ll need to do is added the repo and ?zypper in request-tracker? for SUSE systems.

 

http://download.opensuse.org/repositories/devel:/languages:/perl/openSUSE_11.3/

 

RT 4.0.2 source rpm

http://download.opensuse.org/repositories/home:/lrupp:/request-tracker/openSUSE_Factory/src/

 

RT extensions rpm?s

https://build.opensuse.org/project/packages?project=home%3Adeadpoint

 

--

Darin Perusich

Email: Darin.Perusich at ctg.com

Office: 716-888-3690

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Nesius
Sent: Thursday, October 27, 2011 2:42 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] BKM for deployment of RT's perl

 

Hi all, 

Just curious how some of you provision perl to RT.  I am running over my server-distro's apache2/perl, and during a recent upgrade the system perl was moved forward and suddenly my modules disappeared.  I was able to patch it up without too much trouble, but did find myself debating rolling my own perl/mod_perl so I could roll the distro forward in the future without having to worry about blowing up RT again.   

Just curious how some of you approach this detail. 

Thanks in advance,
-Rob

The information transmitted is intended only for the person or entity to which
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From nesius at gmail.com  Thu Oct 27 15:35:00 2011
From: nesius at gmail.com (Robert Nesius)
Date: Thu, 27 Oct 2011 14:35:00 -0500
Subject: [rt-users] BKM for deployment of RT's perl
In-Reply-To: <4EA9AB82.8060306@bestpractical.com>
References: 
	<4EA9AB82.8060306@bestpractical.com>
Message-ID: 

On Thu, Oct 27, 2011 at 2:05 PM, Thomas Sibley wrote:

>
> perlbrew + a fastcgi deployment (so you don't need your own mod_perl) works
> great.
>
>
Perlbrew looks exactly like what I should have used in the first place.  I
feel like a bit of a noob now - thanks for the pointers!

Jok - thanks for your insightful tip about lib::local + modperl flags as
well!

Thanks again, all.   :)

-Rob
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From chocoboselphie at gmx.de  Fri Oct 28 02:49:55 2011
From: chocoboselphie at gmx.de (declaya)
Date: Thu, 27 Oct 2011 23:49:55 -0700 (PDT)
Subject: [rt-users] Change the shown 'logged in as...' name
In-Reply-To: 
References: <32729334.post@talk.nabble.com>
	
Message-ID: <32736272.post@talk.nabble.com>


Hi Izz,

That's it!! :D
I just forgot to clear the mason cache.
Thanks a LOT for this hint! 
Everything works as expected now.

I didn't even know that there is a wiki page about the mason cache:
http://requesttracker.wikia.com/wiki/CleanMasonCache
http://requesttracker.wikia.com/wiki/CleanMasonCache 

You made my day. Have a nice weekend!



Izz Abdullah wrote:
> 
> Did you clear the mason cache after making this change?
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of declaya
> Sent: Thursday, October 27, 2011 1:12 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Change the shown 'logged in as...' name
> 
> 
> Good morning,
> 
> I'm using mod_auth_kerb with Apache to authenticate our users. The
> authentication works fine, each user is recognized by their
> userPrincipalName from our AD which is mapped to RT as their username. 
> This causes to show also the userPrincipalNames in the main navigation
> bar,
> which confuses the users.
> So now my question is:
> How can I change the shown name in the navigation bar? It would be great
> if
> I could change it to the RealName of the user.
> I tried to change the /path/to/rt/share/html/Elements/Tabs file from
> $session{'CurrentUser'}->Name to $session{'CurrentUser'}->RealName in
> lines
> 385 and 731 but it didn't work.
> 
> I would really appreciate some help. 
> Thanks in advance!
> 
> Have a nice day!
> -- 
> View this message in context:
> http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32729334.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
> 
> 

-- 
View this message in context: http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32736272.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Izz.Abdullah at hibbett.com  Fri Oct 28 09:18:00 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Fri, 28 Oct 2011 08:18:00 -0500
Subject: [rt-users] Change the shown 'logged in as...' name
In-Reply-To: <32736272.post@talk.nabble.com>
References: <32729334.post@talk.nabble.com>
	<32736272.post@talk.nabble.com>
Message-ID: 

I'm glad I could assist.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of declaya
Sent: Friday, October 28, 2011 1:50 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Change the shown 'logged in as...' name


Hi Izz,

That's it!! :D
I just forgot to clear the mason cache.
Thanks a LOT for this hint! 
Everything works as expected now.

I didn't even know that there is a wiki page about the mason cache:
http://requesttracker.wikia.com/wiki/CleanMasonCache
http://requesttracker.wikia.com/wiki/CleanMasonCache 

You made my day. Have a nice weekend!



Izz Abdullah wrote:
> 
> Did you clear the mason cache after making this change?
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of declaya
> Sent: Thursday, October 27, 2011 1:12 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Change the shown 'logged in as...' name
> 
> 
> Good morning,
> 
> I'm using mod_auth_kerb with Apache to authenticate our users. The
> authentication works fine, each user is recognized by their
> userPrincipalName from our AD which is mapped to RT as their username. 
> This causes to show also the userPrincipalNames in the main navigation
> bar,
> which confuses the users.
> So now my question is:
> How can I change the shown name in the navigation bar? It would be great
> if
> I could change it to the RealName of the user.
> I tried to change the /path/to/rt/share/html/Elements/Tabs file from
> $session{'CurrentUser'}->Name to $session{'CurrentUser'}->RealName in
> lines
> 385 and 731 but it didn't work.
> 
> I would really appreciate some help. 
> Thanks in advance!
> 
> Have a nice day!
> -- 
> View this message in context:
> http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32729334.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
> 
> 

-- 
View this message in context: http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32736272.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011


From l.reimann at metaways.de  Fri Oct 28 09:35:11 2011
From: l.reimann at metaways.de (Lars Reimann)
Date: Fri, 28 Oct 2011 15:35:11 +0200
Subject: [rt-users] Excepting certain queues from global scrips (my
	solution)
In-Reply-To: 
References: 
Message-ID: <4EAAAF8F.1060809@metaways.de>

Hi all,

I can only support this feature request. All other methods seem 
unsatisfactory to me atm. The proposed changes from Andrew make sense to 
me, altough I had not time to review and test the code.

I can only encourage the coding team to interate such a feature.

Have a nice weekend,
LR

On 08.08.2011 23:27, Daugherity, Andrew W wrote:
> So, after searching for ways to accomplish this, and seeing it is a common feature request (sometimes termed "disable notifications for specific queues"), with some existing solutions that accomplish it but weren't quite what I was looking for, I decided to write my own.  It is implemented as custom condition Perl modules (installed under $RTHOME/local/lib/RT/Condition).
>
> After installation you get new conditions to use in your scrips like "On Correspond (w/queue exceptions)".  The queue exception list is set in your RT_SiteConfig.  You can have a mixture of "truly global" and "global with exceptions" scrips by changing which condition they use.
>
>
> I don't claim to be a Perl hacker so I'm sure there are some things that could be done better, but this works for me, at least with RT 4.0.1.  Perhaps someone with better knowledge could explain why in my StatusChangeQueueExcept module I had to instantiate the other checks field-by-field instead of just passing $self.
>
>
> Attached is my README and the tarball, which I hope makes it through to the list.  It is not yet packaged as an extension or plugin; I might do so if there is demand and I receive guidance as to which, if either, is appropriate.
>
>
> Andrew Daugherity
> Systems Analyst
> Division of Research, Texas A&M University
> adaugherity at tamu.edu
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html

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From G.Booth at lboro.ac.uk  Fri Oct 28 09:38:40 2011
From: G.Booth at lboro.ac.uk (Garry Booth)
Date: Fri, 28 Oct 2011 14:38:40 +0100
Subject: [rt-users] Change the shown 'logged in as...' name
In-Reply-To: <32736272.post@talk.nabble.com>
References: <32729334.post@talk.nabble.com>
	
	<32736272.post@talk.nabble.com>
Message-ID: <0613F5E5-05B3-454F-96C4-4816892D5DE2@lboro.ac.uk>

Hi

We modified httpd in /etc/init.d/rc.d so any restart of apache does it by defaulf:
start() {
        echo -n $"Starting $prog: "
        echo -n $"Zapping MASON cache: "
        rm -fr /opt/rt3/var/mason_data/obj
        check13 || exit 1
  	LANG=$HTTPD_LANG daemon $httpd $OPTIONS
        RETVAL=$?
        echo
        [ $RETVAL = 0 ] && touch ${lockfile}
        return $RETVAL
}

regards

Garry





On 28 Oct 2011, at 07:49, declaya wrote:

> 
> Hi Izz,
> 
> That's it!! :D
> I just forgot to clear the mason cache.
> Thanks a LOT for this hint! 
> Everything works as expected now.
> 
> I didn't even know that there is a wiki page about the mason cache:
> http://requesttracker.wikia.com/wiki/CleanMasonCache
> http://requesttracker.wikia.com/wiki/CleanMasonCache 
> 
> You made my day. Have a nice weekend!
> 
> 
> 
> Izz Abdullah wrote:
>> 
>> Did you clear the mason cache after making this change?
>> 
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of declaya
>> Sent: Thursday, October 27, 2011 1:12 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Change the shown 'logged in as...' name
>> 
>> 
>> Good morning,
>> 
>> I'm using mod_auth_kerb with Apache to authenticate our users. The
>> authentication works fine, each user is recognized by their
>> userPrincipalName from our AD which is mapped to RT as their username. 
>> This causes to show also the userPrincipalNames in the main navigation
>> bar,
>> which confuses the users.
>> So now my question is:
>> How can I change the shown name in the navigation bar? It would be great
>> if
>> I could change it to the RealName of the user.
>> I tried to change the /path/to/rt/share/html/Elements/Tabs file from
>> $session{'CurrentUser'}->Name to $session{'CurrentUser'}->RealName in
>> lines
>> 385 and 731 but it didn't work.
>> 
>> I would really appreciate some help. 
>> Thanks in advance!
>> 
>> Have a nice day!
>> -- 
>> View this message in context:
>> http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32729334.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>> 
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA  October 31 & November 1, 2011
>> *  Barcelona, Spain  November 28 & 29, 2011
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Washington DC, USA  October 31 & November 1, 2011
>> *  Barcelona, Spain  November 28 & 29, 2011
>> 
>> 
> 
> -- 
> View this message in context: http://old.nabble.com/Change-the-shown-%27logged-in-as...%27-name-tp32729334p32736272.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011



From Izz.Abdullah at hibbett.com  Sat Oct 29 10:28:13 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Sat, 29 Oct 2011 14:28:13 -0000
Subject: [rt-users] Upgrading from 3.8.4 to 4.0.2
Message-ID: 

Hello All,
I am looking to upgrade our current installation from 3.8.4 -> 4.0.2.  We're running linux, and the server is virtualized.  I'm starting to do a bit of research on two separate approaches for the upgrade, and thought I would come back here for advice.

1:
Can we export the mysql database in 3.8.4 and easily migrate it into 4.0.2 without doing an in-place upgrade (e.g. fresh install of 4.0.2 on another virtual machine and import the 3.8.4 database)

2:
Can someone point me to some decent documentation on in-place upgrading from 3.8.x -> 4.0.2?

Thanks in advance,
Izz
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From Izz.Abdullah at hibbett.com  Sat Oct 29 10:32:41 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Sat, 29 Oct 2011 09:32:41 -0500
Subject: [rt-users] Upgrading from 3.8.4 to 4.0.2
In-Reply-To: 
References: 
Message-ID: 

Please ignore.  I just rebooted our mail server and apparently this was stuck in the queue (looking at the date).

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Wednesday, September 14, 2011 9:50 AM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Upgrading from 3.8.4 to 4.0.2

Hello All,
I am looking to upgrade our current installation from 3.8.4 -> 4.0.2.  We're running linux, and the server is virtualized.  I'm starting to do a bit of research on two separate approaches for the upgrade, and thought I would come back here for advice.

1:
Can we export the mysql database in 3.8.4 and easily migrate it into 4.0.2 without doing an in-place upgrade (e.g. fresh install of 4.0.2 on another virtual machine and import the 3.8.4 database)

2:
Can someone point me to some decent documentation on in-place upgrading from 3.8.x -> 4.0.2?

Thanks in advance,
Izz
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From carragom at gmail.com  Mon Oct 31 00:25:10 2011
From: carragom at gmail.com (Carlos Ramos)
Date: Sun, 30 Oct 2011 22:25:10 -0600
Subject: [rt-users] RT4 - mod_perl problem with apache2
In-Reply-To: <20110531150041.GJ93544@jibsheet.com>
References: <1306750151.2515.7.camel@rmwysocki>
	<20110531150041.GJ93544@jibsheet.com>
Message-ID: 

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.


From luciano at cpd.ufrgs.br  Mon Oct 31 07:49:51 2011
From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva)
Date: Mon, 31 Oct 2011 09:49:51 -0200
Subject: [rt-users] rt-mailgate error wht ExternalAuth On User Creation by
	Email
Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBE64E@filipides.ad.ufrgs.br>

Hello,

 

 

Some users send an email to email address of the queue to open tickets,
but we are getting this error on user creation, since we are using
ExternalAuth (RT4.0.2 + ExternalAuth 0.09):

 

 

Sat Oct 29 12:37:42 2011] [crit]: User creation failed in mailgateway:
Name in use (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244)

Trace begun at /opt/rt4/sbin/../lib/RT.pm line 249

Log::Dispatch::log('Log::Dispatch=HASH(0x7f4acf1969b0)', 'level',
'crit', 'message', 'User creation failed in mailgateway: Name in use')
called at /opt/rt4/sbin/../lib/RT/Inter

face/Email.pm line 244

RT::Interface::Email::MailError('To', 'johndoe at mydomain.com', 'Subject',
'User could not be created', 'Explanation', 'User creation failed in
mailgateway: Name in use', 'MIMEObj',
'MIME::Entity=HASH(0x7f4aced00a98)', 'LogLevel', 'crit') called at
/opt/rt4/sbin/../lib/RT/Interface/Email.pm line 999

 

 

I had set RT_SiteConfig.pm with 

Set($AutoCreateNonExternalUsers, 1);

Set($AutoCreate, {Privileged => 1});

 

On interface is granted rights to Everyone:

Comment on tickets

Create tickets 

Reply to tickets

 

 

My attributes on LDAP are these:

 

 

'attr_match_list'           => ['Name', 'EmailAddress'],

'attr_map'                  => {'Name' => 'uid', 'EmailAddress' =>
'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid'}

 

 

Actually I checked the list of users, I don't have any user with same
name of the requestor.

 

 

Should I use Set($AutoCreate, {UnPrivileged => 1}); or something like
that?

 

Tks

 

 

Luciano Silva

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From falcone at bestpractical.com  Mon Oct 31 09:43:24 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 31 Oct 2011 09:43:24 -0400
Subject: [rt-users] rt-mailgate error wht ExternalAuth On User Creation
 by Email
In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401EBE64E@filipides.ad.ufrgs.br>
References: <87C8AADF9E20C14C811B0AFA1747DA5401EBE64E@filipides.ad.ufrgs.br>
Message-ID: <20111031134324.GO981@jibsheet.com>

On Mon, Oct 31, 2011 at 09:49:51AM -0200, Luciano Ernesto da Silva wrote:
>    Actually I checked the list of users, I don't have any user with same name of the requestor.

Search for the user, don't just read the list of users.  The list is only
Privileged users.

-kevin
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From luciano at cpd.ufrgs.br  Mon Oct 31 10:24:02 2011
From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva)
Date: Mon, 31 Oct 2011 12:24:02 -0200
Subject: [rt-users] RES: Re: rt-mailgate error wht ExternalAuth On User
	Creation by Email
Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBE69E@filipides.ad.ufrgs.br>

Kevin,

I found just one unprivileged user with the following:
Username: czarevj at yahoo.com.br
Email: czarevj at yahoo.com.br 
RealName: Vanessa Somelastname

The real name is the same of the requestor that got the error:  "Vanessa
Somelastname." The only diference is the email address.


My guess: ExternalAuth or other subroutine is denying creation of users
with the same RealName.

My LDAP attributes:

'attr_match_list'           => ['Name', 'EmailAddress'],
 
'attr_map'                  => {'Name' => 'uid', 'EmailAddress' =>
'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid'}

Any Ideas?

Luciano


-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin
Falcone
Enviada em: segunda-feira, 31 de outubro de 2011 11:43
Para: rt-users at lists.bestpractical.com
Assunto: [*****SPAM*****] Re: [rt-users] rt-mailgate error wht
ExternalAuth On User Creation by Email

On Mon, Oct 31, 2011 at 09:49:51AM -0200, Luciano Ernesto da Silva
wrote:
>    Actually I checked the list of users, I don't have any user with
same name of the requestor.

Search for the user, don't just read the list of users.  The list is
only Privileged users.

-kevin


From Izz.Abdullah at hibbett.com  Mon Oct 31 10:27:31 2011
From: Izz.Abdullah at hibbett.com (Izz Abdullah)
Date: Mon, 31 Oct 2011 09:27:31 -0500
Subject: [rt-users] RES: Re: rt-mailgate error wht ExternalAuth On
 UserCreation by Email
In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401EBE69E@filipides.ad.ufrgs.br>
References: <87C8AADF9E20C14C811B0AFA1747DA5401EBE69E@filipides.ad.ufrgs.br>
Message-ID: 

Your attribute map list will restrict creation if any of the conditions are met, if I understand correctly.  So since someone exists with that name, it sees the user as already existing.  The attribute match list is for searching on either name or email, in your case, for authentication / creation / update, etc.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Luciano Ernesto da Silva
Sent: Monday, October 31, 2011 9:24 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RES: Re: rt-mailgate error wht ExternalAuth On UserCreation by Email

Kevin,

I found just one unprivileged user with the following:
Username: czarevj at yahoo.com.br
Email: czarevj at yahoo.com.br 
RealName: Vanessa Somelastname

The real name is the same of the requestor that got the error:  "Vanessa
Somelastname." The only diference is the email address.


My guess: ExternalAuth or other subroutine is denying creation of users
with the same RealName.

My LDAP attributes:

'attr_match_list'           => ['Name', 'EmailAddress'],
 
'attr_map'                  => {'Name' => 'uid', 'EmailAddress' =>
'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid'}

Any Ideas?

Luciano


-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin
Falcone
Enviada em: segunda-feira, 31 de outubro de 2011 11:43
Para: rt-users at lists.bestpractical.com
Assunto: [*****SPAM*****] Re: [rt-users] rt-mailgate error wht
ExternalAuth On User Creation by Email

On Mon, Oct 31, 2011 at 09:49:51AM -0200, Luciano Ernesto da Silva
wrote:
>    Actually I checked the list of users, I don't have any user with
same name of the requestor.

Search for the user, don't just read the list of users.  The list is
only Privileged users.

-kevin
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011


From luciano at cpd.ufrgs.br  Mon Oct 31 11:19:25 2011
From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva)
Date: Mon, 31 Oct 2011 13:19:25 -0200
Subject: [rt-users] RES: RES: Re: rt-mailgate error wht ExternalAuth On
	UserCreation by Email
Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBE6AD@filipides.ad.ufrgs.br>

Is there a way to modify this behavior Or allow the system create the
users with the same RealName?

My problem is that I have many users unprivileged(SPAM), something about
100.000 users.


Luciano

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Izz
Abdullah
Enviada em: segunda-feira, 31 de outubro de 2011 12:28
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] RES: Re: rt-mailgate error wht ExternalAuth On
UserCreation by Email

Your attribute map list will restrict creation if any of the conditions
are met, if I understand correctly.  So since someone exists with that
name, it sees the user as already existing.  The attribute match list is
for searching on either name or email, in your case, for authentication
/ creation / update, etc.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Luciano
Ernesto da Silva
Sent: Monday, October 31, 2011 9:24 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RES: Re: rt-mailgate error wht ExternalAuth On
UserCreation by Email

Kevin,

I found just one unprivileged user with the following:
Username: czarevj at yahoo.com.br
Email: czarevj at yahoo.com.br
RealName: Vanessa Somelastname

The real name is the same of the requestor that got the error:  "Vanessa
Somelastname." The only diference is the email address.


My guess: ExternalAuth or other subroutine is denying creation of users
with the same RealName.

My LDAP attributes:

'attr_match_list'           => ['Name', 'EmailAddress'],
 
'attr_map'                  => {'Name' => 'uid', 'EmailAddress' =>
'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid'}

Any Ideas?

Luciano


-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin
Falcone Enviada em: segunda-feira, 31 de outubro de 2011 11:43
Para: rt-users at lists.bestpractical.com
Assunto: [*****SPAM*****] Re: [rt-users] rt-mailgate error wht
ExternalAuth On User Creation by Email

On Mon, Oct 31, 2011 at 09:49:51AM -0200, Luciano Ernesto da Silva
wrote:
>    Actually I checked the list of users, I don't have any user with
same name of the requestor.

Search for the user, don't just read the list of users.  The list is
only Privileged users.

-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


From Darin.Perusich at ctg.com  Mon Oct 31 12:01:04 2011
From: Darin.Perusich at ctg.com (Darin Perusich)
Date: Mon, 31 Oct 2011 12:01:04 -0400
Subject: [rt-users] search/dashboard of ticket with childern
Message-ID: 

Hello,

I want to create a query for a dashboard where I'm searching on a ticket
and any children ticket underneath it. Think project management type of
view, 1 top level ticket, with any number of children, children with
children. I was thinking I'd be able to search on HasMember where the
HasMember of the top-level ticket but this always returns zero results.

How would I go about accomplishing this?

Thanks!

--
Darin Perusich
Email: Darin.Perusich at ctg.com
Office: 716-888-3690


The information transmitted is intended only 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 are not the intended recipient of this 
message, please contact the sender and delete this material from this computer.



From falcone at bestpractical.com  Mon Oct 31 13:19:21 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 31 Oct 2011 13:19:21 -0400
Subject: [rt-users] RES: Re: rt-mailgate error wht ExternalAuth On User
 Creation by Email
In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA5401EBE69E@filipides.ad.ufrgs.br>
References: <20111031134324.GO981@jibsheet.com>
	<87C8AADF9E20C14C811B0AFA1747DA5401EBE69E@filipides.ad.ufrgs.br>
Message-ID: <20111031171921.GP981@jibsheet.com>

On Mon, Oct 31, 2011 at 12:24:02PM -0200, Luciano Ernesto da Silva wrote:
> I found just one unprivileged user with the following:
> Username: czarevj at yahoo.com.br
> Email: czarevj at yahoo.com.br 
> RealName: Vanessa Somelastname
> 
> The real name is the same of the requestor that got the error:  "Vanessa
> Somelastname." The only diference is the email address.
>
> My guess: ExternalAuth or other subroutine is denying creation of users
> with the same RealName.

Your attr_match_list says you're uniquing on Name and EmailAddress,
not on RealName.

If you'd configured attr_match_list to use RealName, then this would
explain your problem.

What's usually happening is that you have a conflicting
Name/EmailAddress match happening in RT (based on your config).

> My LDAP attributes:
> 
> 'attr_match_list'           => ['Name', 'EmailAddress'],
>  
> 'attr_map'                  => {'Name' => 'uid', 'EmailAddress' =>
> 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid'}

-kevin

> 
> 
> -----Mensagem original-----
> De: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin
> Falcone
> Enviada em: segunda-feira, 31 de outubro de 2011 11:43
> Para: rt-users at lists.bestpractical.com
> Assunto: [*****SPAM*****] Re: [rt-users] rt-mailgate error wht
> ExternalAuth On User Creation by Email
> 
> On Mon, Oct 31, 2011 at 09:49:51AM -0200, Luciano Ernesto da Silva
> wrote:
> >    Actually I checked the list of users, I don't have any user with
> same name of the requestor.
> 
> Search for the user, don't just read the list of users.  The list is
> only Privileged users.
> 
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain  November 28 & 29, 2011
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From falcone at bestpractical.com  Mon Oct 31 13:20:08 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 31 Oct 2011 13:20:08 -0400
Subject: [rt-users] search/dashboard of ticket with childern
In-Reply-To: 
References: 
Message-ID: <20111031172008.GQ981@jibsheet.com>

On Mon, Oct 31, 2011 at 12:01:04PM -0400, Darin Perusich wrote:
> I want to create a query for a dashboard where I'm searching on a ticket
> and any children ticket underneath it. Think project management type of
> view, 1 top level ticket, with any number of children, children with
> children. I was thinking I'd be able to search on HasMember where the
> HasMember of the top-level ticket but this always returns zero results.
> 
> How would I go about accomplishing this?

Go to the top level ticket, and in the Links box, the Children word
will be clickable and take you to a search that shows you the syntax
for the search that you want.

-kevin
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From Darin.Perusich at ctg.com  Mon Oct 31 14:04:36 2011
From: Darin.Perusich at ctg.com (Darin Perusich)
Date: Mon, 31 Oct 2011 14:04:36 -0400
Subject: [rt-users] search/dashboard of ticket with childern
In-Reply-To: <20111031172008.GQ981@jibsheet.com>
References: 
	<20111031172008.GQ981@jibsheet.com>
Message-ID: 


> On Mon, Oct 31, 2011 at 12:01:04PM -0400, Darin Perusich wrote:
> > I want to create a query for a dashboard where I'm searching on a
> > ticket and any children ticket underneath it. Think project
> management
> > type of view, 1 top level ticket, with any number of children,
> > children with children. I was thinking I'd be able to search on
> > HasMember where the HasMember of the top-level ticket but this
always
> returns zero results.
> >
> > How would I go about accomplishing this?
> 
> Go to the top level ticket, and in the Links box, the Children word
> will be clickable and take you to a search that shows you the syntax
> for the search that you want.

This gives me the second level of ticket but nothing deeper than that,
some of the tickets are 5 or 6 levels under the top-level ticket. Is
there a way to recurs deeper in hierarchy? I'm able to accomplish this
with memberof = 1 OR memberof 3 OR memberof 10, etc. but that isn't very
practical when you have lots of tickets at various depths. JSGantt is
able to pull in all the tickets to build a view of the tickets in a
"project". Maybe applying the logic it's using... I'll take a look at
the source, but in the mean time hopefully some has a quicker answer.

Thanks Kevin!

The information transmitted is intended only for the person or entity to which
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message, please contact the sender and delete this material from this computer.



From luciano at cpd.ufrgs.br  Mon Oct 31 14:31:16 2011
From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva)
Date: Mon, 31 Oct 2011 16:31:16 -0200
Subject: [rt-users] RES: Re: RES: Re: rt-mailgate error wht ExternalAuth On
	User Creation by Email
Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5401EBE6FC@filipides.ad.ufrgs.br>

Hello Kevin,

What do you mean " conflicting Name/EmailAddress match" ?  Is attr_map
mandatory?

Luciano 

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin
Falcone
Enviada em: segunda-feira, 31 de outubro de 2011 15:19
Para: rt-users at lists.bestpractical.com
Assunto: [*****SPAM*****] Re: [rt-users] RES: Re: rt-mailgate error wht
ExternalAuth On User Creation by Email

On Mon, Oct 31, 2011 at 12:24:02PM -0200, Luciano Ernesto da Silva
wrote:
> I found just one unprivileged user with the following:
> Username: czarevj at yahoo.com.br
> Email: czarevj at yahoo.com.br
> RealName: Vanessa Somelastname
> 
> The real name is the same of the requestor that got the error:  
> "Vanessa Somelastname." The only diference is the email address.
>
> My guess: ExternalAuth or other subroutine is denying creation of 
> users with the same RealName.

Your attr_match_list says you're uniquing on Name and EmailAddress, not
on RealName.

If you'd configured attr_match_list to use RealName, then this would
explain your problem.

What's usually happening is that you have a conflicting
Name/EmailAddress match happening in RT (based on your config).

> My LDAP attributes:
> 
> 'attr_match_list'           => ['Name', 'EmailAddress'],
>  
> 'attr_map'                  => {'Name' => 'uid', 'EmailAddress' =>
> 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid'}

-kevin

> 
> 
> -----Mensagem original-----
> De: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin 
> Falcone Enviada em: segunda-feira, 31 de outubro de 2011 11:43
> Para: rt-users at lists.bestpractical.com
> Assunto: [*****SPAM*****] Re: [rt-users] rt-mailgate error wht 
> ExternalAuth On User Creation by Email
> 
> On Mon, Oct 31, 2011 at 09:49:51AM -0200, Luciano Ernesto da Silva
> wrote:
> >    Actually I checked the list of users, I don't have any user with
> same name of the requestor.
> 
> Search for the user, don't just read the list of users.  The list is 
> only Privileged users.
> 
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain  November 28 & 29, 2011


From falcone at bestpractical.com  Mon Oct 31 14:37:32 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 31 Oct 2011 14:37:32 -0400
Subject: [rt-users] search/dashboard of ticket with childern
In-Reply-To: 
References: 
	<20111031172008.GQ981@jibsheet.com>
	
Message-ID: <20111031183732.GR981@jibsheet.com>

On Mon, Oct 31, 2011 at 02:04:36PM -0400, Darin Perusich wrote:
> 
> > On Mon, Oct 31, 2011 at 12:01:04PM -0400, Darin Perusich wrote:
> > > I want to create a query for a dashboard where I'm searching on a
> > > ticket and any children ticket underneath it. Think project
> > management
> > > type of view, 1 top level ticket, with any number of children,
> > > children with children. I was thinking I'd be able to search on
> > > HasMember where the HasMember of the top-level ticket but this
> always
> > returns zero results.
> > >
> > > How would I go about accomplishing this?
> > 
> > Go to the top level ticket, and in the Links box, the Children word
> > will be clickable and take you to a search that shows you the syntax
> > for the search that you want.
> 
> This gives me the second level of ticket but nothing deeper than that,
> some of the tickets are 5 or 6 levels under the top-level ticket. Is
> there a way to recurs deeper in hierarchy? I'm able to accomplish this
> with memberof = 1 OR memberof 3 OR memberof 10, etc. but that isn't very
> practical when you have lots of tickets at various depths. JSGantt is
> able to pull in all the tickets to build a view of the tickets in a
> "project". Maybe applying the logic it's using... I'll take a look at
> the source, but in the mean time hopefully some has a quicker answer.

You may actually want the Graph link instead, which can draw all of
them out in graphviz and include ticket info.

-kevin
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From joseph85750 at yahoo.com  Mon Oct 31 14:43:21 2011
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 31 Oct 2011 18:43:21 +0000 (UTC)
Subject: [rt-users] RSS Feed - listing newest instead of oldest?
References: <1319649702.60707.YahooMailNeo@web30308.mail.mud.yahoo.com>
	<20111026215855.GH981@jibsheet.com>
Message-ID: 

Kevin Falcone  bestpractical.com> writes:

> 
> On Wed, Oct 26, 2011 at 10:21:42AM -0700, Joseph Spenner wrote:
> >    When using the RSS feed option to view a queue, is it possible to
configure the results such
> >    that the entry listed under each ticket is the most recent entry rather
than the first entry
> >    in the ticket?
> 
> You'll need to make a local overlay of Search/Elements/ResultsRSSView
> and change the line that returns the content of the create
> transaction.
> 
> -kevin
> 
> 

Kevin:
  Is there any documentation explaining how to do this?  I took a few
stabs/guesses at it, but all I did was prevent RT/apache from restarting.

I'm surprised more people aren't interested in this as the default behavior,
since it seems to me it would make more sense to look at what is "new" rather
than what was originally posted in a message.

Thanks!




From david at jetrentals.co.nz  Mon Oct 31 17:57:23 2011
From: david at jetrentals.co.nz (David)
Date: Tue, 01 Nov 2011 10:57:23 +1300
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
In-Reply-To: <20111026110135.GA21881@fohnet.co.uk>
References: <4EA73AC2.9090704@jetrentals.co.nz> <4EA7E13C.2090104@ific.uv.es>
	<20111026110135.GA21881@fohnet.co.uk>
Message-ID: <4EAF19C3.3040405@jetrentals.co.nz>


> Users within the group can steal it from the virtual group user as
> normal, or they can have a workflow where it stays owned by that virtual
> user and they only need to steal it upon closure.


Thanks for all the responses but I'm stuck with "stealing".

I've gone "configure queues",  "group rights", selected the group and under "rights for staff" have 
enabled "steal ticket". But when I log in as a user in that group and try to take ownership of a 
ticket owned by the virtual user I get "you can only take tickets that are unowned".

I've also tried granting "steal ticket" under global user rights but I get the same message.

Even as an admin user with with "do anything and everything" enabled when I try and reassign the 
ticket I get "You can only reassign tickets that you own or that are unowned" ??

Any assistance will be greatly appreciated (before I loose all my hair).

Using RT 4.0.2


Thanks.


David.


From david at jetrentals.co.nz  Mon Oct 31 18:07:22 2011
From: david at jetrentals.co.nz (David)
Date: Tue, 01 Nov 2011 11:07:22 +1300
Subject: [rt-users] Private Groups in RT v4.0.x or equivalent?
In-Reply-To: <4EAF19C3.3040405@jetrentals.co.nz>
References: <4EA73AC2.9090704@jetrentals.co.nz>
	<4EA7E13C.2090104@ific.uv.es>	<20111026110135.GA21881@fohnet.co.uk>
	<4EAF19C3.3040405@jetrentals.co.nz>
Message-ID: <4EAF1C1A.2070406@jetrentals.co.nz>


>
> Thanks for all the responses but I'm stuck with "stealing".

Please ignore, under "actions" I've found the option "steal".


Thanks.

David.



From falcone at bestpractical.com  Mon Oct 31 18:20:38 2011
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 31 Oct 2011 18:20:38 -0400
Subject: [rt-users] RSS Feed - listing newest instead of oldest?
In-Reply-To: 
References: <1319649702.60707.YahooMailNeo@web30308.mail.mud.yahoo.com>
	<20111026215855.GH981@jibsheet.com>
	
Message-ID: <20111031222038.GS981@jibsheet.com>

On Mon, Oct 31, 2011 at 06:43:21PM +0000, Joseph Spenner wrote:
> Kevin Falcone  bestpractical.com> writes:
> > On Wed, Oct 26, 2011 at 10:21:42AM -0700, Joseph Spenner wrote:
> > >    When using the RSS feed option to view a queue, is it possible to
> configure the results such
> > >    that the entry listed under each ticket is the most recent entry rather
> than the first entry
> > >    in the ticket?
> > 
> > You'll need to make a local overlay of Search/Elements/ResultsRSSView
> > and change the line that returns the content of the create
> > transaction.
> > 
>   Is there any documentation explaining how to do this?  I took a few
> stabs/guesses at it, but all I did was prevent RT/apache from restarting.

The customizing RT wiki page is probably your best bet:
http://requesttracker.wikia.com/wiki/Customizing
Your example earlier of switching from First to Last is unlikely to be
right, since your Last transaction could be an owner change or a
Priority change, not necessarily a comment/correspondence.

> I'm surprised more people aren't interested in this as the default behavior,
> since it seems to me it would make more sense to look at what is "new" rather
> than what was originally posted in a message.

I think there may be a ticket open about it, but it's not been a high
priority.  If a patch came in, it's certainly something we'd look at.
It's also something that would be really easy to change as an
extension which we could use to see what people want out of that feed.

I'd also be interested in patches to make the calendar feeds more
flexible.

-kevin
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From jimmers.inbox at gmail.com  Mon Oct 31 19:47:10 2011
From: jimmers.inbox at gmail.com (Jim T)
Date: Mon, 31 Oct 2011 23:47:10 +0000
Subject: [rt-users] CantLocateObject
Message-ID: 

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.


Also the links to AT Scrips, AT Templates, AT Group Rights and AT User
Rights have a double rt in the url, like this:

http://myserver/rt/rt/AssetTracker/Admin/Global/GroupRights.html

All help appreciated, Jim
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