From ryszard.lach at unity.pl Sat Jun 1 09:16:12 2013 From: ryszard.lach at unity.pl (=?UTF-8?B?UnlzemFyZCDFgWFjaA==?=) Date: Sat, 1 Jun 2013 15:16:12 +0200 Subject: [rt-users] How to determine if TimeWorked comes from merge transaction. Message-ID: <51A9F41C.2020800@unity.pl> Hi. I'm trying to generate a custom TimeWorked report. I've found http://requesttracker.wikia.com/wiki/TimeWorkedReport with notice, that increment of TimeWorked should be skipped if created by RT_System user. However, in my RT (4.0.10) this transaction has been created by the user performing merge, not by RT_System. Is this a new approach in 4.0, or mayby some specific of my setup (I've tried to find something relevant in RT_Config) ? If it has been changed in 4.0 - how can I find out if the TimeWorked has been created in result of merge? TIA, R. From Daniel.Schwager at dtnet.de Mon Jun 3 08:31:03 2013 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 3 Jun 2013 14:31:03 +0200 Subject: [rt-users] "Reply"-button - change default status from 'open' to 'wcr' Message-ID: Hi, we added a new state to our rt3.8.17 called "wcr" (Waiting for Customer Response to a question in the ticket). Normally, if we reply to a customer ticket, we change the state from "open" to "wcr" while replying (Update.html). Is there a possibility to change rt/Ticket/Update.html (maybe with callbacks) by default that the status is set to "wcr" instead of "open" ? best regards Danny -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From jborissr at gmail.com Mon Jun 3 11:11:40 2013 From: jborissr at gmail.com (john boris) Date: Mon, 3 Jun 2013 11:11:40 -0400 Subject: [rt-users] Changing email address of admin and users Message-ID: I had to change the email address on my rt3 (3.6.6) instance for the owner and also for my login. Now I am getting emails that says a ticket can't be created. 1. I changed the OwnerEmail setting to my new email in RT_SiteConfig.pm. Do I have to restart RT to get this working. Or restart Apache? 2. I changed my users email and since then I am getting emails that tickets can't be created on the queues. Any pointers would be appreciated -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From don.smitheimer at oss.tgs-solutions.com Mon Jun 3 11:41:32 2013 From: don.smitheimer at oss.tgs-solutions.com (Don Smitheimer) Date: Mon, 3 Jun 2013 15:41:32 +0000 Subject: [rt-users] Remove extraneous records from DB Message-ID: <0cc41e2c955b4d0bb21c0f4821920b28@BY2PR04MB126.namprd04.prod.outlook.com> All, While trying to debug a custom action scrip module I developed, I made a change to the ScripAction array and re-ran rt-setup-database which inserted another record into the DB for the same module, with the same name. Obviously now there are two entries with the same name for the action scrip in the web pull down for Action. Is there an easy way to delete one of the records? I searched the list and wiki without success, but I may not have entered the right search terms. Thanks much, Don -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 3 12:57:34 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jun 2013 12:57:34 -0400 Subject: [rt-users] "Reply"-button - change default status from 'open' to 'wcr' In-Reply-To: References: Message-ID: <20130603165734.GA1783@jibsheet.com> On Mon, Jun 03, 2013 at 02:31:03PM +0200, Daniel Schwager wrote: > we added a new state to our rt3.8.17 called "wcr" > (Waiting for Customer Response to a question in the ticket). > > Normally, if we reply to a customer ticket, > we change the state from "open" to "wcr" while replying (Update.html). > > Is there a possibility to change rt/Ticket/Update.html (maybe with > callbacks) > by default that the status is set to "wcr" instead of "open" ? In 4.0, you could actually leverage a bug in the auto-open scrip. On 3.8, I'd turn off SuppressAutoOpenOnUpdate and clone the AutoOpen.pm scrip action. You *might* be able to use the BeforeUpdate callback in Update.html to change the DefaultStatus key in the ARGSRef argument, but I don't have time to do a quick proof of concept so you'd need to play around with it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 3 12:58:05 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jun 2013 12:58:05 -0400 Subject: [rt-users] Changing email address of admin and users In-Reply-To: References: Message-ID: <20130603165805.GB1783@jibsheet.com> On Mon, Jun 03, 2013 at 11:11:40AM -0400, john boris wrote: > I had to change the email address on my rt3 (3.6.6) instance for the owner and also for my > login. Now I am getting emails that says a ticket can't be created. > 1. I changed the OwnerEmail setting to my new email in RT_SiteConfig.pm. > Do I have to restart RT to get this working. Or restart Apache? > 2. I changed my users email and since then I am getting emails that tickets can't be created > on the queues. Show the actual errors from your logs please. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 3 12:58:58 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jun 2013 12:58:58 -0400 Subject: [rt-users] How to determine if TimeWorked comes from merge transaction. In-Reply-To: <51A9F41C.2020800@unity.pl> References: <51A9F41C.2020800@unity.pl> Message-ID: <20130603165858.GC1783@jibsheet.com> On Sat, Jun 01, 2013 at 03:16:12PM +0200, Ryszard ?ach wrote: > with notice, that increment of TimeWorked should be skipped if created > by RT_System user. However, in my RT (4.0.10) this transaction has been > created by the user performing merge, not by RT_System. > > Is this a new approach in 4.0, or mayby some specific of my setup (I've > tried to find something relevant in RT_Config) ? > If it has been changed in 4.0 - how can I find out if the TimeWorked has > been created in result of merge? TimeWorked and Merges is a bit of a mess, but has been cleaned up a tiny bit in alter 4.0s and definitely on master (what will be 4.2). It'd be a lot easier to get a sense of what you're seeing if you showed us the transactions you're looking at. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 3 13:00:13 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 3 Jun 2013 13:00:13 -0400 Subject: [rt-users] Remove extraneous records from DB In-Reply-To: <0cc41e2c955b4d0bb21c0f4821920b28@BY2PR04MB126.namprd04.prod.outlook.com> References: <0cc41e2c955b4d0bb21c0f4821920b28@BY2PR04MB126.namprd04.prod.outlook.com> Message-ID: <20130603170013.GD1783@jibsheet.com> On Mon, Jun 03, 2013 at 03:41:32PM +0000, Don Smitheimer wrote: > While trying to debug a custom action scrip module I developed, I made a change to the > ScripAction array and re-ran rt-setup-database which inserted another record into the DB for > the same module, with the same name. > > Obviously now there are two entries with the same name for the action scrip in the web pull > down for Action. > > Is there an easy way to delete one of the records? I searched the list and wiki without > success, but I may not have entered the right search terms. For Scrip Actions, as long as it isn't used by Scrips, you're pretty safe to go and delete from ScripActions where id = bogus_script_action; If you delete a ScripAction in use by the Scrips table, things will break, so be careful (you can confirm with select * from Scrips where ScripAction = bogus_scrip_action). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ryszard.lach at unity.pl Mon Jun 3 15:20:16 2013 From: ryszard.lach at unity.pl (=?UTF-8?B?UnlzemFyZCDFgWFjaA==?=) Date: Mon, 3 Jun 2013 21:20:16 +0200 Subject: [rt-users] How to determine if TimeWorked comes from merge transaction. In-Reply-To: <20130603165858.GC1783@jibsheet.com> References: <51A9F41C.2020800@unity.pl> <20130603165858.GC1783@jibsheet.com> Message-ID: <51ACEC70.3000702@unity.pl> On 06/03/13 18:58, Kevin Falcone wrote: > TimeWorked and Merges is a bit of a mess, but has been cleaned up a > tiny bit in alter 4.0s and definitely on master (what will be 4.2). > It'd be a lot easier to get a sense of what you're seeing if you > showed us the transactions you're looking at. -kevin Sure. Transactions of the merged ticket: id | objecttype | objectid | timetaken | type | field | oldvalue | newvalue ---------+------------+----------+-----------+------------+------------+----------+--------------------------------------- 223234 | RT::Group | 94774 | 0 | Create | | | 1484144 | RT::Ticket | 94774 | 0 | Create | | | 1484452 | RT::Ticket | 94774 | 60 | Comment | | | 1486176 | RT::Ticket | 94774 | 61 | Comment | | | 1486211 | RT::Ticket | 94774 | 44 | Comment | | | 1521779 | RT::Ticket | 94774 | 144 | Comment | | | 1526080 | RT::Ticket | 94774 | 0 | Set | Owner | 247901 | 388545 1526573 | RT::Ticket | 94774 | 45 | Comment | | | 1527417 | RT::Ticket | 94774 | 240 | Correspond | | | 1528176 | RT::Ticket | 94774 | 30 | Comment | | | 1529378 | RT::Ticket | 94774 | 100 | Comment | | | 1533693 | RT::Ticket | 94774 | 90 | Comment | | | 1533695 | RT::Ticket | 94774 | 0 | AddLink | MergedInto | | fsck.com-rt://.../ticket/95112 Transactions of the target ticket id | objecttype | objectid | timetaken | type | field | oldvalue | newvalue ---------+------------+----------+-----------+------------+------------+----------+--------------------------------------- 224132 | RT::Group | 95112 | 0 | Create | | | 1490734 | RT::Ticket | 95112 | 0 | Create | | | 1493108 | RT::Ticket | 95112 | 0 | Set | Owner | 10 | 22 1493120 | RT::Ticket | 95112 | 0 | Correspond | | | 1493562 | RT::Ticket | 95112 | 0 | Comment | | | 1493664 | RT::Ticket | 95112 | 0 | Set | Owner | 22 | 384890 1493671 | RT::Ticket | 95112 | 10 | Comment | | | 1499857 | RT::Ticket | 95112 | 125 | Comment | | | 1508951 | RT::Ticket | 95112 | 145 | Comment | | | 1533694 | RT::Ticket | 95112 | 0 | Set | TimeWorked | 280 | 1094 1533696 | RT::Ticket | 95112 | 0 | AddLink | MergedInto | | fsck.com-rt://.../ticket/95112 1533711 | RT::Ticket | 95112 | 0 | Set | Owner | 384890 | 22 1533715 | RT::Ticket | 95112 | 0 | Set | Owner | 22 | 388545 1533721 | RT::Ticket | 95112 | 61 | Comment | | | 1535978 | RT::Ticket | 95112 | 0 | Comment | | | 1535980 | RT::Ticket | 95112 | 0 | Status | Status | new | resolved Transaction no. 1533694 has been created to increase TimeWorked in ticket 95112 by sum of timeworked in ticket 94774. However, I found a way: every time I find 'Set TimeWorked' transaction I'm listing all the transactions of the related ticket, check next one transaction (after Set TimeWorked) and I skip the Time Worked if the next one is 'AddLink MergedInto'. Not too elegant (some lines of code), but it seems it will have to be enough for some time, right? Cheers, R. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From bwiese at ElementPS.com Mon Jun 3 17:42:01 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Mon, 3 Jun 2013 21:42:01 +0000 Subject: [rt-users] Fetchmail & Exchange 2003 have stopped playing nicely In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A657DD@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A657DD@valkyrie.ogp.qvii.com> Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E37A6A998@phxmain-exmbx10> What protocol are you using? We use imap via TLS and we see this all the time in our logs, but it's actually working fine (first Exchange 2007, now 2010). I think it has unsupported auth mechanisms in its list, so we see these as it tries them, then fails to the next one. Fetchmail has a non-daemon run mode that can give you a lot of info (fetchmail --vvv --nodetach --nosyslog -f /path/to/fetchmail-config-file) Brent Wiese From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Cena, Stephen (ext. 300) Sent: Wednesday, May 29, 2013 11:04 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Fetchmail & Exchange 2003 have stopped playing nicely Now my fetchmail services on both servers no longer work. I keep getting authentication errors: http://www.fetchmail.info/fetchmail-FAQ.html#R15 Nothing I'm trying seems to work correctly. I'm guessing it's security patches on our Exchange server because this was working fine on our first server for over a year. I'm Google-ing RT and Exchange and not coming up with anything. Does anyone have any suggestions or links? Thanks! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Mon Jun 3 17:52:24 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Mon, 3 Jun 2013 21:52:24 +0000 Subject: [rt-users] Cloning an existing ticket Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E37A6A9B2@phxmain-exmbx10> I'm running RT 4.0.10. I tried installing rt-extension-cloneticket-withdata. It looks like that hasn't been updated in a while - not since rt 4 anyways. When I try cloning a ticket, I get: RT: Not an ARRAY reference at /opt/rt4/local/plugins/RT-Extension-CloneTicket-WithData/html/Ticket/Clone/index.html line 183.#012#012Stack:#012 [/opt/rt4/local/plugins/RT-Extension-CloneTicket-WithData/html/Ticket/Clone/index.html:183]#012 [/opt/rt4/share/html/Ticket/autohandler:66]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]#012 [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Anyone have this running on RT 4? If not, any alternatives? Thanks, Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From vegard.vesterheim at uninett.no Tue Jun 4 09:03:23 2013 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Tue, 04 Jun 2013 15:03:23 +0200 Subject: [rt-users] Slow query on CFs Message-ID: <1ssj0yrpt0.fsf@voll.uninett.no> A RT (TicketSQL) query like this: Queue = 'drift' AND ( Status = 'new' or Status = 'open' or Status = 'stalled' ) AND ( CF.{utstyr} = 'ufisaweb.uninett.no' OR CF.{utstyr} = 'dss2.uninett.no' OR CF.{utstyr} = 'myrhauk.uninett.no' OR CF.{utstyr} = 'angel.uninett.no' OR CF.{utstyr} = 'jatoba-esxi2.uninett.no' OR CF.{utstyr} = 'bold.uninett.no' OR CF.{utstyr} = 'nidar.uninett.no' OR CF.{utstyr} = 'voll.uninett.no' OR CF.{utstyr} = 'brekka.uninett.no' OR CF.{utstyr} = 'www.stroemme.no' OR CF.{utstyr} = 'xen.uninett.no' OR CF.{utstyr} = 'jatoba-kvm4.uninett.no' OR CF.{utstyr} = 'inventory.uninett.no' OR CF.{utstyr} = 'busy.uninett.no' OR CF.{utstyr} = 'ufisa.uninett.no' OR CF.{utstyr} = 'wildfire.uninett.no' OR CF.{utstyr} = 'newfire.uninett.no' OR CF.{utstyr} = 'fou1.uninett.no' OR CF.{utstyr} = 'kanari.uninett.no' OR CF.{utstyr} = 'dok.uninett.no' OR CF.{utstyr} = 'ebony-kvm5.uninett.no' OR CF.{utstyr} = 'jatoba-kvm12.uninett.no' ) gets translated to the following SQL: SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_5 ON ( ObjectCustomFieldValues_5.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_5.Disabled = '0' ) AND ( ObjectCustomFieldValues_5.ObjectId = main.id ) AND ( ObjectCustomFieldValues_5.CustomField = '8' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ( ObjectCustomFieldValues_3.CustomField = '8' ) AND ( ObjectCustomFieldValues_3.Disabled = '0' ) AND ( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_3.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_22 ON ( ObjectCustomFieldValues_22.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_22.CustomField = '8' ) AND ( ObjectCustomFieldValues_22.Disabled = '0' ) AND ( ObjectCustomFieldValues_22.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_19 ON ( ObjectCustomFieldValues_19.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_19.CustomField = '8' ) AND ( ObjectCustomFieldValues_19.Disabled = '0' ) AND ( ObjectCustomFieldValues_19.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_10 ON ( ObjectCustomFieldValues_10.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_10.CustomField = '8' ) AND ( ObjectCustomFieldValues_10.Disabled = '0' ) AND ( ObjectCustomFieldValues_10.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_4 ON ( ObjectCustomFieldValues_4.Disabled = '0' ) AND ( ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_4.CustomField = '8' ) AND ( ObjectCustomFieldValues_4.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_8 ON ( ObjectCustomFieldValues_8.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_8.CustomField = '8' ) AND ( ObjectCustomFieldValues_8.ObjectId = main.id ) AND ( ObjectCustomFieldValues_8.Disabled = '0' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_21 ON ( ObjectCustomFieldValues_21.CustomField = '8' ) AND ( ObjectCustomFieldValues_21.Disabled = '0' ) AND ( ObjectCustomFieldValues_21.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_21.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_12 ON ( ObjectCustomFieldValues_12.CustomField = '8' ) AND ( ObjectCustomFieldValues_12.Disabled = '0' ) AND ( ObjectCustomFieldValues_12.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_12.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_16 ON ( ObjectCustomFieldValues_16.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_16.Disabled = '0' ) AND ( ObjectCustomFieldValues_16.CustomField = '8' ) AND ( ObjectCustomFieldValues_16.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_17 ON ( ObjectCustomFieldValues_17.Disabled = '0' ) AND ( ObjectCustomFieldValues_17.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_17.CustomField = '8' ) AND ( ObjectCustomFieldValues_17.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_20 ON ( ObjectCustomFieldValues_20.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_20.CustomField = '8' ) AND ( ObjectCustomFieldValues_20.Disabled = '0' ) AND ( ObjectCustomFieldValues_20.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_13 ON ( ObjectCustomFieldValues_13.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_13.Disabled = '0' ) AND ( ObjectCustomFieldValues_13.ObjectId = main.id ) AND ( ObjectCustomFieldValues_13.CustomField = '8' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( ObjectCustomFieldValues_2.Disabled = '0' ) AND ( ObjectCustomFieldValues_2.ObjectId = main.id ) AND ( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_2.CustomField = '8' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_9 ON ( ObjectCustomFieldValues_9.CustomField = '8' ) AND ( ObjectCustomFieldValues_9.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_9.ObjectId = main.id ) AND ( ObjectCustomFieldValues_9.Disabled = '0' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_18 ON ( ObjectCustomFieldValues_18.Disabled = '0' ) AND ( ObjectCustomFieldValues_18.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_18.ObjectId = main.id ) AND ( ObjectCustomFieldValues_18.CustomField = '8' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_14 ON ( ObjectCustomFieldValues_14.CustomField = '8' ) AND ( ObjectCustomFieldValues_14.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_14.ObjectId = main.id ) AND ( ObjectCustomFieldValues_14.Disabled = '0' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_7 ON ( ObjectCustomFieldValues_7.Disabled = '0' ) AND ( ObjectCustomFieldValues_7.CustomField = '8' ) AND ( ObjectCustomFieldValues_7.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_7.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_6 ON ( ObjectCustomFieldValues_6.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_6.CustomField = '8' ) AND ( ObjectCustomFieldValues_6.Disabled = '0' ) AND ( ObjectCustomFieldValues_6.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '8' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_11 ON ( ObjectCustomFieldValues_11.Disabled = '0' ) AND ( ObjectCustomFieldValues_11.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_11.ObjectId = main.id ) AND ( ObjectCustomFieldValues_11.CustomField = '8' ) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_15 ON ( ObjectCustomFieldValues_15.Disabled = '0' ) AND ( ObjectCustomFieldValues_15.CustomField = '8' ) AND ( ObjectCustomFieldValues_15.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_15.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND (main.Queue = '6' AND ( main.Status = 'new' or main.Status = 'open' or main.Status = 'stalled' ) AND ( ( ( ( LOWER(ObjectCustomFieldValues_1.Content) = 'ufisaweb.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_2.Content) = 'dss2.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_3.Content) = 'myrhauk.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_4.Content) = 'angel.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_5.Content) = 'jatoba-esxi2.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_6.Content) = 'bold.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_7.Content) = 'nidar.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_8.Content) = 'voll.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_9.Content) = 'brekka.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_10.Content) = 'www.stroemme.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_11.Content) = 'xen.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_12.Content) = 'jatoba-kvm4.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_13.Content) = 'inventory.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_14.Content) = 'busy.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_15.Content) = 'ufisa.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_16.Content) = 'wildfire.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_17.Content) = 'newfire.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_18.Content) = 'fou1.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_19.Content) = 'kanari.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_20.Content) = 'dok.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_21.Content) = 'ebony-kvm5.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_22.Content) = 'jatoba-kvm12.uninett.no' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) This query takes a very long time to finish. A more sensible SQL query would be something like: SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN ObjectCustomFieldValues ON ( ObjectCustomFieldValues.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues.Disabled = '0' ) AND ( ObjectCustomFieldValues.ObjectId = main.id ) AND ( ObjectCustomFieldValues.CustomField = '8' ) WHERE (main.Status != 'deleted') AND (main.Queue = '6' AND ( main.Status = 'new' or main.Status = 'open' or main.Status = 'stalled' ) AND ( ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'ufisaweb.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'dss2.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'myrhauk.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'angel.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'jatoba-esxi2.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'bold.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'nidar.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'voll.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'brekka.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'www.stroemme.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'xen.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'jatoba-kvm4.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'inventory.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'busy.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'ufisa.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'wildfire.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'newfire.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'fou1.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'kanari.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'www3.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'ebony-kvm5.uninett.no' ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'jatoba-kvm12.uninett.no' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); This query is much more effective. Is this a bug? - Vegard V - From ruz at bestpractical.com Tue Jun 4 09:30:02 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Jun 2013 17:30:02 +0400 Subject: [rt-users] Slow query on CFs In-Reply-To: <1ssj0yrpt0.fsf@voll.uninett.no> References: <1ssj0yrpt0.fsf@voll.uninett.no> Message-ID: Hi, It's not a bug, but missing feature. It's possible to improve using similar improvements to searches by watchers. If you want to help then you can take a look at recent changes in lib/RT/Tickets_SQL.pm. On Tue, Jun 4, 2013 at 5:03 PM, Vegard Vesterheim < vegard.vesterheim at uninett.no> wrote: > A RT (TicketSQL) query like this: > > Queue = 'drift' AND ( Status = 'new' or Status = 'open' or Status = > 'stalled' ) AND ( CF.{utstyr} = 'ufisaweb.uninett.no' OR CF.{utstyr} = > 'dss2.uninett.no' OR CF.{utstyr} = 'myrhauk.uninett.no' OR CF.{utstyr} = > 'angel.uninett.no' OR CF.{utstyr} = 'jatoba-esxi2.uninett.no' OR > CF.{utstyr} = 'bold.uninett.no' OR CF.{utstyr} = 'nidar.uninett.no' OR > CF.{utstyr} = 'voll.uninett.no' OR CF.{utstyr} = 'brekka.uninett.no' OR > CF.{utstyr} = 'www.stroemme.no' OR CF.{utstyr} = 'xen.uninett.no' OR > CF.{utstyr} = 'jatoba-kvm4.uninett.no' OR CF.{utstyr} = > 'inventory.uninett.no' OR CF.{utstyr} = 'busy.uninett.no' OR CF.{utstyr} > = 'ufisa.uninett.no' OR CF.{utstyr} = 'wildfire.uninett.no' OR > CF.{utstyr} = 'newfire.uninett.no' OR CF.{utstyr} = 'fou1.uninett.no' OR > CF.{utstyr} = 'kanari.uninett.no' OR CF.{utstyr} = 'dok.uninett.no' OR > CF.{utstyr} = 'ebony-kvm5.uninett.no' OR CF.{utstyr} = > 'jatoba-kvm12.uninett.no' ) > > gets translated to the following SQL: > > SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_5 ON ( > ObjectCustomFieldValues_5.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_5.Disabled = '0' ) AND ( > ObjectCustomFieldValues_5.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_5.CustomField = '8' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ( > ObjectCustomFieldValues_3.CustomField = '8' ) AND ( > ObjectCustomFieldValues_3.Disabled = '0' ) AND ( > ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_3.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_22 ON ( > ObjectCustomFieldValues_22.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_22.CustomField = '8' ) AND ( > ObjectCustomFieldValues_22.Disabled = '0' ) AND ( > ObjectCustomFieldValues_22.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_19 ON ( > ObjectCustomFieldValues_19.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_19.CustomField = '8' ) AND ( > ObjectCustomFieldValues_19.Disabled = '0' ) AND ( > ObjectCustomFieldValues_19.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_10 ON ( > ObjectCustomFieldValues_10.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_10.CustomField = '8' ) AND ( > ObjectCustomFieldValues_10.Disabled = '0' ) AND ( > ObjectCustomFieldValues_10.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_4 ON ( > ObjectCustomFieldValues_4.Disabled = '0' ) AND ( > ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_4.CustomField = '8' ) AND ( > ObjectCustomFieldValues_4.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_8 ON ( > ObjectCustomFieldValues_8.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_8.CustomField = '8' ) AND ( > ObjectCustomFieldValues_8.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_8.Disabled = '0' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_21 ON ( > ObjectCustomFieldValues_21.CustomField = '8' ) AND ( > ObjectCustomFieldValues_21.Disabled = '0' ) AND ( > ObjectCustomFieldValues_21.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_21.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_12 ON ( > ObjectCustomFieldValues_12.CustomField = '8' ) AND ( > ObjectCustomFieldValues_12.Disabled = '0' ) AND ( > ObjectCustomFieldValues_12.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_12.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_16 ON ( > ObjectCustomFieldValues_16.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_16.Disabled = '0' ) AND ( > ObjectCustomFieldValues_16.CustomField = '8' ) AND ( > ObjectCustomFieldValues_16.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_17 ON ( > ObjectCustomFieldValues_17.Disabled = '0' ) AND ( > ObjectCustomFieldValues_17.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_17.CustomField = '8' ) AND ( > ObjectCustomFieldValues_17.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_20 ON ( > ObjectCustomFieldValues_20.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_20.CustomField = '8' ) AND ( > ObjectCustomFieldValues_20.Disabled = '0' ) AND ( > ObjectCustomFieldValues_20.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_13 ON ( > ObjectCustomFieldValues_13.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_13.Disabled = '0' ) AND ( > ObjectCustomFieldValues_13.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_13.CustomField = '8' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_2 ON ( > ObjectCustomFieldValues_2.Disabled = '0' ) AND ( > ObjectCustomFieldValues_2.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_2.CustomField = '8' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_9 ON ( > ObjectCustomFieldValues_9.CustomField = '8' ) AND ( > ObjectCustomFieldValues_9.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_9.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_9.Disabled = '0' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_18 ON ( > ObjectCustomFieldValues_18.Disabled = '0' ) AND ( > ObjectCustomFieldValues_18.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_18.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_18.CustomField = '8' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_14 ON ( > ObjectCustomFieldValues_14.CustomField = '8' ) AND ( > ObjectCustomFieldValues_14.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_14.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_14.Disabled = '0' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_7 ON ( > ObjectCustomFieldValues_7.Disabled = '0' ) AND ( > ObjectCustomFieldValues_7.CustomField = '8' ) AND ( > ObjectCustomFieldValues_7.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_7.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_6 ON ( > ObjectCustomFieldValues_6.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_6.CustomField = '8' ) AND ( > ObjectCustomFieldValues_6.Disabled = '0' ) AND ( > ObjectCustomFieldValues_6.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( > ObjectCustomFieldValues_1.CustomField = '8' ) AND ( > ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_1.Disabled = '0' ) AND ( > ObjectCustomFieldValues_1.ObjectId = main.id ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_11 ON ( > ObjectCustomFieldValues_11.Disabled = '0' ) AND ( > ObjectCustomFieldValues_11.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_11.ObjectId = main.id ) AND ( > ObjectCustomFieldValues_11.CustomField = '8' ) LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_15 ON ( > ObjectCustomFieldValues_15.Disabled = '0' ) AND ( > ObjectCustomFieldValues_15.CustomField = '8' ) AND ( > ObjectCustomFieldValues_15.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_15.ObjectId = main.id ) WHERE (main.Status != > 'deleted') AND (main.Queue = '6' AND ( main.Status = 'new' or > main.Status = 'open' or main.Status = 'stalled' ) AND ( ( ( ( > LOWER(ObjectCustomFieldValues_1.Content) = 'ufisaweb.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues_2.Content) = 'dss2.uninett.no' ) > ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_3.Content) = > 'myrhauk.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues_4.Content) = 'angel.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues_5.Content) = 'jatoba-esxi2.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_6.Content) = > 'bold.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues_7.Content) = 'nidar.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues_8.Content) = 'voll.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues_9.Content) = 'brekka.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_10.Content) = > 'www.stroemme.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues_11.Content) = 'xen.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues_12.Content) = 'jatoba-kvm4.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_13.Content) = > 'inventory.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues_14.Content) = 'busy.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues_15.Content) = 'ufisa.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues_16.Content) = > 'wildfire.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues_17.Content) = 'newfire.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues_18.Content) = 'fou1.uninett.no' ) > ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_19.Content) = > 'kanari.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues_20.Content) = 'dok.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues_21.Content) = 'ebony-kvm5.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues_22.Content) = > 'jatoba-kvm12.uninett.no' ) ) ) ) ) AND (main.Type = 'ticket') AND > (main.EffectiveId = main.id) > > This query takes a very long time to finish. > > A more sensible SQL query would be something like: > > SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN > ObjectCustomFieldValues ON ( > ObjectCustomFieldValues.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues.Disabled = '0' ) AND ( > ObjectCustomFieldValues.ObjectId = main.id ) AND ( > ObjectCustomFieldValues.CustomField = '8' ) WHERE (main.Status != > 'deleted') AND (main.Queue = '6' AND ( main.Status = 'new' or > main.Status = 'open' or main.Status = 'stalled' ) AND ( ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'ufisaweb.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'dss2.uninett.no' ) > ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'myrhauk.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'angel.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues.Content) = 'jatoba-esxi2.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'bold.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'nidar.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues.Content) = 'voll.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'brekka.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'www.stroemme.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'xen.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues.Content) = 'jatoba-kvm4.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'inventory.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'busy.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues.Content) = 'ufisa.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'wildfire.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'newfire.uninett.no' ) ) ) > OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = 'fou1.uninett.no' ) > ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'kanari.uninett.no' ) ) ) OR ( ( ( > LOWER(ObjectCustomFieldValues.Content) = 'www3.uninett.no' ) ) ) OR ( > ( ( LOWER(ObjectCustomFieldValues.Content) = 'ebony-kvm5.uninett.no' > ) ) ) OR ( ( ( LOWER(ObjectCustomFieldValues.Content) = > 'jatoba-kvm12.uninett.no' ) ) ) ) ) AND (main.Type = 'ticket') AND > (main.EffectiveId = main.id); > > This query is much more effective. Is this a bug? > > - Vegard V - > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Jun 4 10:03:47 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 4 Jun 2013 18:03:47 +0400 Subject: [rt-users] How to determine if TimeWorked comes from merge transaction. In-Reply-To: <51ACEC70.3000702@unity.pl> References: <51A9F41C.2020800@unity.pl> <20130603165858.GC1783@jibsheet.com> <51ACEC70.3000702@unity.pl> Message-ID: On Mon, Jun 3, 2013 at 11:20 PM, Ryszard ?ach wrote: > On 06/03/13 18:58, Kevin Falcone wrote: > > TimeWorked and Merges is a bit of a mess, but has been cleaned up a > > tiny bit in alter 4.0s and definitely on master (what will be 4.2). > > It'd be a lot easier to get a sense of what you're seeing if you > > showed us the transactions you're looking at. -kevin > > Sure. > > Transactions of the merged ticket: > > id | objecttype | objectid | timetaken | type | field | > oldvalue | newvalue > > ---------+------------+----------+-----------+------------+------------+----------+--------------------------------------- > 223234 | RT::Group | 94774 | 0 | Create | | > | > 1484144 | RT::Ticket | 94774 | 0 | Create | | > | > 1484452 | RT::Ticket | 94774 | 60 | Comment | | > | > 1486176 | RT::Ticket | 94774 | 61 | Comment | | > | > 1486211 | RT::Ticket | 94774 | 44 | Comment | | > | > 1521779 | RT::Ticket | 94774 | 144 | Comment | | > | > 1526080 | RT::Ticket | 94774 | 0 | Set | Owner | > 247901 | 388545 > 1526573 | RT::Ticket | 94774 | 45 | Comment | | > | > 1527417 | RT::Ticket | 94774 | 240 | Correspond | | > | > 1528176 | RT::Ticket | 94774 | 30 | Comment | | > | > 1529378 | RT::Ticket | 94774 | 100 | Comment | | > | > 1533693 | RT::Ticket | 94774 | 90 | Comment | | > | > 1533695 | RT::Ticket | 94774 | 0 | AddLink | MergedInto | > | fsck.com-rt://.../ticket/95112 > > Transactions of the target ticket > > id | objecttype | objectid | timetaken | type | field | > oldvalue | newvalue > > ---------+------------+----------+-----------+------------+------------+----------+--------------------------------------- > 224132 | RT::Group | 95112 | 0 | Create | | > | > 1490734 | RT::Ticket | 95112 | 0 | Create | | > | > 1493108 | RT::Ticket | 95112 | 0 | Set | Owner | > 10 | 22 > 1493120 | RT::Ticket | 95112 | 0 | Correspond | | > | > 1493562 | RT::Ticket | 95112 | 0 | Comment | | > | > 1493664 | RT::Ticket | 95112 | 0 | Set | Owner | > 22 | 384890 > 1493671 | RT::Ticket | 95112 | 10 | Comment | | > | > 1499857 | RT::Ticket | 95112 | 125 | Comment | | > | > 1508951 | RT::Ticket | 95112 | 145 | Comment | | > | > 1533694 | RT::Ticket | 95112 | 0 | Set | TimeWorked | > 280 | 1094 > 1533696 | RT::Ticket | 95112 | 0 | AddLink | MergedInto | > | fsck.com-rt://.../ticket/95112 > 1533711 | RT::Ticket | 95112 | 0 | Set | Owner | > 384890 | 22 > 1533715 | RT::Ticket | 95112 | 0 | Set | Owner | > 22 | 388545 > 1533721 | RT::Ticket | 95112 | 61 | Comment | | > | > 1535978 | RT::Ticket | 95112 | 0 | Comment | | > | > 1535980 | RT::Ticket | 95112 | 0 | Status | Status | > new | resolved > > > Transaction no. 1533694 has been created to increase TimeWorked in ticket > 95112 by sum of timeworked in ticket 94774. > > > However, I found a way: every time I find 'Set TimeWorked' transaction > I'm listing all the transactions of the related ticket, check next one > transaction (after Set TimeWorked) and I skip the Time Worked if the > next one is 'AddLink MergedInto'. > > Not too elegant (some lines of code), but it seems it will have to be > enough for some time, right? > Yes. It will be. In RT 4.2 upgrade script does similar thing, but also checks that after throwing away all these candiate txtns the time on ticket is consistent with other transactions. > > Cheers, > > R. > > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sandeep.nadkarni at gmail.com Tue Jun 4 10:16:17 2013 From: sandeep.nadkarni at gmail.com (Sandeep) Date: Tue, 4 Jun 2013 19:46:17 +0530 Subject: [rt-users] ISSUE with sending mails to CC while creating ticket. Message-ID: HI, I am using RT 4.0.8. + External Authentication. (AD integration). When used selfservice portal and added a group id in cc, requester gets the notification but members in group which part of cc do not receive any notification. i have tried configuring Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp , '^rt\@$'); But no luck. is there something which I am missing. ? Thanks Sandeep -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Jun 4 10:45:16 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 4 Jun 2013 10:45:16 -0400 Subject: [rt-users] Prevent email being sent when a ticket can't be created via email Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312AB1C6E@valkyrie.ogp.qvii.com> Is there a way to stop emails being sent when a ticket can't be created via email? We're getting ready to launch the site, and we are not permitting users to create tickets via email. they can reply/comment once a ticket is created. The problem is, if any email hits a queue address, a rejection message gets send out stating "you don't have permission to create a ticket". Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 4 10:47:02 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 04 Jun 2013 07:47:02 -0700 Subject: [rt-users] Slow query on CFs In-Reply-To: <1ssj0yrpt0.fsf@voll.uninett.no> References: <1ssj0yrpt0.fsf@voll.uninett.no> Message-ID: <51ADFDE6.10904@bestpractical.com> On 06/04/2013 06:03 AM, Vegard Vesterheim wrote: > A RT (TicketSQL) query like this: > > Queue = 'drift' AND ( Status = 'new' or Status = 'open' or Status = > 'stalled' ) AND ( CF.{utstyr} = 'ufisaweb.uninett.no' OR CF.{utstyr} = > 'dss2.uninett.no' OR CF.{utstyr} = 'myrhauk.uninett.no' OR CF.{utstyr} = > 'angel.uninett.no' OR CF.{utstyr} = 'jatoba-esxi2.uninett.no' OR > CF.{utstyr} = 'bold.uninett.no' OR CF.{utstyr} = 'nidar.uninett.no' OR > CF.{utstyr} = 'voll.uninett.no' OR CF.{utstyr} = 'brekka.uninett.no' OR > CF.{utstyr} = 'www.stroemme.no' OR CF.{utstyr} = 'xen.uninett.no' OR > CF.{utstyr} = 'jatoba-kvm4.uninett.no' OR CF.{utstyr} = > 'inventory.uninett.no' OR CF.{utstyr} = 'busy.uninett.no' OR CF.{utstyr} > = 'ufisa.uninett.no' OR CF.{utstyr} = 'wildfire.uninett.no' OR > CF.{utstyr} = 'newfire.uninett.no' OR CF.{utstyr} = 'fou1.uninett.no' OR > CF.{utstyr} = 'kanari.uninett.no' OR CF.{utstyr} = 'dok.uninett.no' OR > CF.{utstyr} = 'ebony-kvm5.uninett.no' OR CF.{utstyr} = > 'jatoba-kvm12.uninett.no' ) I'm sure you've considered this, but I have to ask: Could you simplify most of the CF conditions with CF.{utstyr} ENDSWITH '.uninett.no'? For a technical solution, the approach Ruslan described is the way to go. It works great for watchers. From SJC at qvii.com Tue Jun 4 11:06:07 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 4 Jun 2013 11:06:07 -0400 Subject: [rt-users] Custom template is acting up - Formatting wrong? Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312AB1CCE@valkyrie.ogp.qvii.com> This is a Template I'm using when a ticket is created & assigned to someone upon creation: ------------------------------------------------------- RT-Attach-Message: yes You are receiving this email because you the are owner of a new ticket. This new ticket has been created and assigned to you: ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} ===================================================================== ------------------------------------------------------------------- Type of Template is Perl. If the user gets an email at all, it is nothing but one row of = signs. Did I create the Template incorrectly? The Transaction Template works just fine. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Tue Jun 4 11:09:42 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 4 Jun 2013 15:09:42 +0000 Subject: [rt-users] RES: Prevent email being sent when a ticket can't be created via email In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312AB1C6E@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312AB1C6E@valkyrie.ogp.qvii.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A6F218@GRXPRD8011MB606.lamprd80.prod.outlook.com> Resolved here with postfix "workaround". Add to main.cf header_checks = regexp:/etc/postfix/header_checks Create header_checks with /^Subject: Ticket creation failed/ REJECT De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Cena, Stephen (ext. 300) Enviada em: ter?a-feira, 4 de junho de 2013 11:45 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Prevent email being sent when a ticket can't be created via email Is there a way to stop emails being sent when a ticket can't be created via email? We're getting ready to launch the site, and we are not permitting users to create tickets via email. they can reply/comment once a ticket is created. The problem is, if any email hits a queue address, a rejection message gets send out stating "you don't have permission to create a ticket". Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 4 12:17:33 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Jun 2013 12:17:33 -0400 Subject: [rt-users] ISSUE with sending mails to CC while creating ticket. In-Reply-To: References: Message-ID: <20130604161733.GE1783@jibsheet.com> On Tue, Jun 04, 2013 at 07:46:17PM +0530, Sandeep wrote: > I am using RT 4.0.8. + External Authentication. (AD integration). > > When used selfservice portal and added a group id in cc, requester gets the notification but > members in group which part of cc do not receive any notification. RT doesn't ship with a Scrip that notifies Ccs on Create (this is being resolved in a future release of RT once the upgrade path is determined). For now, you should create an On Create Notify Ccs with template Correspon Scrip. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From SJC at qvii.com Tue Jun 4 13:00:24 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 4 Jun 2013 13:00:24 -0400 Subject: [rt-users] RES: Prevent email being sent when a ticket can't References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312AE53D6@valkyrie.ogp.qvii.com> Thanks! I should have thought of that one, just getting spread too thin here. I'll add that in now! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com From ram0502 at gmail.com Tue Jun 4 15:51:11 2013 From: ram0502 at gmail.com (Ram) Date: Tue, 4 Jun 2013 12:51:11 -0700 Subject: [rt-users] "Reply"-button - change default status from 'open' to 'wcr' (Daniel Schwager) Message-ID: > we added a new state to our rt3.8.17 called "wcr" > (Waiting for Customer Response to a question in the ticket). > > Normally, if we reply to a customer ticket, > we change the state from "open" to "wcr" while replying (Update.html). > > Is there a possibility to change rt/Ticket/Update.html (maybe with > callbacks) > by default that the status is set to "wcr" instead of "open" ? > > I put a module on users' page that has displays the results of this search - it has a similar effect and may suit your needs ... or not: -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Tue Jun 4 15:52:26 2013 From: ram0502 at gmail.com (Ram) Date: Tue, 4 Jun 2013 12:52:26 -0700 Subject: [rt-users] "Reply"-button - change default status from 'open' to 'wcr' (Daniel Schwager) In-Reply-To: References: Message-ID: On Tue, Jun 4, 2013 at 12:51 PM, Ram wrote: > > >> we added a new state to our rt3.8.17 called "wcr" >> (Waiting for Customer Response to a question in the ticket). >> >> Normally, if we reply to a customer ticket, >> we change the state from "open" to "wcr" while replying (Update.html). >> >> Is there a possibility to change rt/Ticket/Update.html (maybe with >> callbacks) >> by default that the status is set to "wcr" instead of "open" ? >> >> > I put a module on users' page that has displays the results of this search > - it has a similar effect and may suit your needs ... or not: > > Seems I learned a new keyboard shortcut for 'send now'... anyway here's the query: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) AND LastUpdatedBy != '__CurrentUser__' This will show tickets owned by the current user which are open/new and were most recently updated by someone else [meaning the user's activity is *not* the most recent activity]. hope this helps ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From kriggle at akamai.com Tue Jun 4 19:25:22 2013 From: kriggle at akamai.com (Riggle, Kevin) Date: Tue, 4 Jun 2013 19:25:22 -0400 Subject: [rt-users] suppressing "change of config option" warning Message-ID: Hi all, When cron runs rt-email-dashboards, it tells me: Change of config option 'Active_MakeClicky' at /opt/rtir3/local/plugins/RT-IR/etc/RTIR_Config.pm line 497 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rtir3/etc/RT_SiteConfig.pm line 65. at /opt/rtir3/sbin/../lib/RT/Config.pm line 1148. I overrode this option intentionally, and the hourly e-mails from cron are annoying. Is there any way to tell RT I really meant to do this? - Kevin From kriggle at akamai.com Tue Jun 4 19:33:56 2013 From: kriggle at akamai.com (Riggle, Kevin) Date: Tue, 4 Jun 2013 19:33:56 -0400 Subject: [rt-users] suppressing "change of config option" warning In-Reply-To: Message-ID: Sorry, to be clear -- I overrode the RT_Config option in the RT_SiteConfig intentionally, and I don't want RTIR_Config to override it again, so it's okay that RT is ignoring the latter change. I tried putting a RTIR_SiteConfig.pm file in several prospective locations (/opt/rtir3/etc, /opt/rtir3/local/plugins/RT-IR/etc, /opt/rtir3/local/etc) in the hopes that that would get applied in the correct order. None of those appeared to work, and in the latter two cases RT told me that I couldn't override an option in RT_Config and to use RT_SiteConfig instead. - Kevin On 2013-6-4 7:25 PM, "Riggle, Kevin" wrote: >Hi all, > >When cron runs rt-email-dashboards, it tells me: > >Change of config option 'Active_MakeClicky' at >/opt/rtir3/local/plugins/RT-IR/etc/RTIR_Config.pm line 497 has been >ignored. It may be ok, but we want you to be aware. This option has been >set earlier in /opt/rtir3/etc/RT_SiteConfig.pm line 65. at >/opt/rtir3/sbin/../lib/RT/Config.pm line 1148. > >I overrode this option intentionally, and the hourly e-mails from cron are >annoying. Is there any way to tell RT I really meant to do this? > >- Kevin > > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From vegard.vesterheim at uninett.no Wed Jun 5 03:08:00 2013 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 05 Jun 2013 09:08:00 +0200 Subject: [rt-users] Slow query on CFs In-Reply-To: (Ruslan Zakirov's message of "Tue, 4 Jun 2013 17:30:02 +0400") References: <1ssj0yrpt0.fsf@voll.uninett.no> Message-ID: <1s8v2prq5r.fsf@voll.uninett.no> On Tue, 4 Jun 2013 17:30:02 +0400 Ruslan Zakirov wrote: > Hi, > > It's not a bug, but missing feature. Hm, ok. This problem makes searching for multiple values in CFs unusable for our purposes. I would like to help in getting it fixed. For now I have worked around it by searching for one CF value at a time in a loop. Seems a bit silly since this is something SQL could handle easily. Should I register this as a feature request somewhere, or is this something that is already on the map? > It's possible to improve using similar improvements to searches by > watchers. If you want to help then you can take a look at recent > changes in lib/RT/Tickets_SQL.pm. Yes, I had a quick look at the relevant git commits. I guess the problem is similar. - Vegard V - From vegard.vesterheim at uninett.no Wed Jun 5 03:09:28 2013 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 05 Jun 2013 09:09:28 +0200 Subject: [rt-users] Slow query on CFs In-Reply-To: <51ADFDE6.10904@bestpractical.com> (Thomas Sibley's message of "Tue, 04 Jun 2013 07:47:02 -0700") References: <1ssj0yrpt0.fsf@voll.uninett.no> <51ADFDE6.10904@bestpractical.com> Message-ID: <1s4nddrq3b.fsf@voll.uninett.no> On Tue, 04 Jun 2013 07:47:02 -0700 Thomas Sibley wrote: > I'm sure you've considered this, but I have to ask: Could you simplify > most of the CF conditions with CF.{utstyr} ENDSWITH '.uninett.no'? Thanks for the suggestion, but no, that will not give me the result I am after. - Vegard V - From vegard.vesterheim at uninett.no Wed Jun 5 04:16:04 2013 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 05 Jun 2013 10:16:04 +0200 Subject: [rt-users] Tip on making mailto-links from transactions Message-ID: <1sr4ghq8fv.fsf@voll.uninett.no> I just added the following to the wiki: I hate using a web browser for composing mail. I much prefer to use my regular email client when responding to RT tickets. However, browsing ticket history is better done in a web brower. I wanted to combine these needs. Using the brilliant callback-mechanism in RT, I insert some mailto hyperlinks at the top of each Transaction in RT, when clicked, an email response is generated in my email client ready to be edited. I simply created the file /html/Callbacks/COMPANY/Ticket/Elements/ShowTransaction/AfterDescription in my local RT directory: ----- snip - snip ------------------------------------------------- % if ($Transaction->Type eq 'Correspond' or $Transaction->Type eq 'Comment' or $Transaction->Type eq 'Create') { | Email reply | Email comment % } <%init> my $Ticket = $Transaction->TicketObj; my $subject = "[".$RT::Config->Get('rtname')." #".$Ticket->Id."] ".$Ticket->Subject; my $content = $Transaction->Content('Quote' => 1, 'Wrap' => 75, 'Type' => 'text/plain'); my $message_id = $Transaction->Message->First->GetHeader ('Message-ID') if $Transaction->Message->First; <%args> $Transaction ----- snip - snip ------------------------------------------------- From ruz at bestpractical.com Wed Jun 5 05:04:16 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Jun 2013 13:04:16 +0400 Subject: [rt-users] Slow query on CFs In-Reply-To: <1s8v2prq5r.fsf@voll.uninett.no> References: <1ssj0yrpt0.fsf@voll.uninett.no> <1s8v2prq5r.fsf@voll.uninett.no> Message-ID: On Wed, Jun 5, 2013 at 11:08 AM, Vegard Vesterheim < vegard.vesterheim at uninett.no> wrote: > On Tue, 4 Jun 2013 17:30:02 +0400 Ruslan Zakirov > wrote: > > > Hi, > > > > It's not a bug, but missing feature. > > Hm, ok. This problem makes searching for multiple values in CFs unusable > for our purposes. I would like to help in getting it fixed. For now I > have worked around it by searching for one CF value at a time in a > loop. Seems a bit silly since this is something SQL could handle easily. > > Should I register this as a feature request somewhere, or is this > something that is already on the map? > > > It's possible to improve using similar improvements to searches by > > watchers. If you want to help then you can take a look at recent > > changes in lib/RT/Tickets_SQL.pm. > > Yes, I had a quick look at the relevant git commits. I guess the problem > is similar. > If you don't have cycles and/or knoledge to help here then file a bug report on http://issues.bestpractical.com . > > - Vegard V - > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 5 06:00:46 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Jun 2013 14:00:46 +0400 Subject: [rt-users] Custom template is acting up - Formatting wrong? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312AB1CCE@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312AB1CCE@valkyrie.ogp.qvii.com> Message-ID: You have leading spaces in front of every line. Headers lines should be separated from body by exactly two new line characters - no spaces. On Tue, Jun 4, 2013 at 7:06 PM, Cena, Stephen (ext. 300) wrote: > ** > This is a Template I'm using when a ticket is created & assigned to > someone upon creation: > ------------------------------------------------------- > RT-Attach-Message: yes > > You are receiving this email because you the are owner of a new ticket. > > This new ticket has been created and assigned to you: > > ===================================================================== > Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > Queue: {$Ticket->QueueObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Owner: {$Ticket->OwnerObj->Name} > Status: {$Ticket->Status} > Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject > given)"}" > > {$Transaction->Content()} > ===================================================================== > ------------------------------------------------------------------- > > Type of Template is Perl. > > If the user gets an email at all, it is nothing but one row of = signs. > Did I create the Template incorrectly? The Transaction Template works just > fine. > > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Jun 5 07:42:34 2013 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Wed, 5 Jun 2013 11:42:34 +0000 Subject: [rt-users] [rt-devel] Translators needed for RT 4.2 updates In-Reply-To: <51A545E4.1040707@bestpractical.com> References: <51A545E4.1040707@bestpractical.com> Message-ID: <524815224EA2F649982D6A7BCD53BDFE2159FF49@DCEEXMBX04.ger.win.int.kn> Oups, was my mistake during last translation Torsten -----Urspr?ngliche Nachricht----- Von: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com] Im Auftrag von Thomas Sibley Gesendet: Mittwoch, 29. Mai 2013 02:04 An: rt-devel at lists.bestpractical.com; RT Users Betreff: [rt-devel] Translators needed for RT 4.2 updates Hello RT users and hackers, We're hard at work on what will become RT 4.2. Part of that process is starting to get the translations updated, and that's where you come in. If you speak English and a language other than English, we'd love if you took a bit of time to help update RT's translations for the next major release series. We translate RT using the Launchpad.net Rosetta translations tool, which means you help translate RT from your browser. You can find basic instructions here: http://requesttracker.wikia.com/wiki/TranslationRosetta or just jump in: https://translations.launchpad.net/rt/master Our message catalog tool found some errors in existing translations around the use of placeholders, which I've split out into separate files and attached, one for each language. If you're contributing to a translation, it'd be great to fix the problems noted in the appropriate file. Of particular note are bi-directional text issues and placeholders (%1, %2, etc) in the Arabic translation. Launchpad's web translation tool currently makes it difficult to verify that the usage of placeholders in right-to-left text is correct. If anyone is up for it, it may be easiest to fix up those strings using offline translation (no more complicated than editing a text file) and then uploading to Launchpad with the corrected file. Let us know if there's any way we can help with translations, and thanks to everyone who has contributes. Cheers, Thomas K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: German.txt URL: From SJC at qvii.com Wed Jun 5 09:28:23 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 5 Jun 2013 09:28:23 -0400 Subject: [rt-users] Custom template is acting up - Formatting wrong? References: <4DD6AB329450D847913EA76D7F3C6B8312AB1CCE@valkyrie.ogp.qvii.com> Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312AE5AC6@valkyrie.ogp.qvii.com> Thanks, I'll make the change to the Template! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com ________________________________ From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, June 05, 2013 6:01 AM To: Cena, Stephen (ext. 300) Cc: RT users Subject: Re: [rt-users] Custom template is acting up - Formatting wrong? You have leading spaces in front of every line. Headers lines should be separated from body by exactly two new line characters - no spaces. On Tue, Jun 4, 2013 at 7:06 PM, Cena, Stephen (ext. 300) wrote: This is a Template I'm using when a ticket is created & assigned to someone upon creation: ------------------------------------------------------- RT-Attach-Message: yes You are receiving this email because you the are owner of a new ticket. This new ticket has been created and assigned to you: ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} ===================================================================== ------------------------------------------------------------------- Type of Template is Perl. If the user gets an email at all, it is nothing but one row of = signs. Did I create the Template incorrectly? The Transaction Template works just fine. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Jun 5 09:31:59 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 5 Jun 2013 09:31:59 -0400 Subject: [rt-users] Notify all possible workers a ticket is available Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312AE5ADB@valkyrie.ogp.qvii.com> If I want to notify all potential workers in a queue a new ticket is available, would Notify Other Recipients be what I'm looking for? The manager of the service department wants the following behavior: If a ticket is created and not assigned to a user, then all possible users that could take the ticket should receive an email a ticket is waiting. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From AlexYoung at HousingPartners.co.uk Wed Jun 5 10:43:15 2013 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Wed, 5 Jun 2013 15:43:15 +0100 Subject: [rt-users] Bizarre error message - RT 4.0.5 Message-ID: <930F3731A784414087B33E439A5556340164D766@s-wor-e-001.SCOUTSOFFICE.local> On viewing a ticket or the full ticket history I am receive an error message: Bizarre copy of UNKNOWN in sassign at /opt/rt4/share/html/Ticket/Elements/ShowMessageStanza line 95. Looks like the transaction contains a massive amount of data a user pasted into the ticket. I have a search on the RT at a glance page which returns the last reply in a ticket, which displays the content fine. First few lines of the content, in case it's relevant: Msg 2627, Level 14, State 1, Line 150 Violation of PRIMARY KEY constraint 'PK_tbl_SchemeAreaPostcodes_lkp'. Cannot insert duplicate key in object 'dbo.tbl_SchemeAreaPostcodes_lkp'. The duplicate key value is (170, CR06AA). The statement has been terminated.Msg 2627, Level 14, State 1, Line 151 Violation of PRIMARY KEY constraint 'PK_tbl_SchemeAreaPostcodes_lkp'. Cannot insert duplicate key in object 'dbo.tbl_SchemeAreaPostcodes_lkp'. The duplicate key value is (170, CR06AB). The statement has been terminated.Msg Any idea what has happened or how I can fix it to display the ticket correctly? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 5 15:38:41 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Jun 2013 23:38:41 +0400 Subject: [rt-users] Notify all possible workers a ticket is available In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312AE5ADB@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312AE5ADB@valkyrie.ogp.qvii.com> Message-ID: On Wed, Jun 5, 2013 at 5:31 PM, Cena, Stephen (ext. 300) wrote: > ** > If I want to notify all potential workers in a queue a new ticket is > available, would Notify Other Recipients be what I'm looking for? The > manager of the service department wants the following behavior: If a ticket > is created and not assigned to a user, then all possible users that could > take the ticket should receive an email a ticket is waiting. > Take a look at lib/RT/Action/NotifyGroup.pm that shows how to subclass Notify.pm, you should do the same, but probably it would be named NotifyPotentialOwners.pm. Take a look at share/html/Elements/SelectOwnerDropdown to understand how to get list of potential owners of a ticket. Combine together, register ScripAction in DB, use it in a notification scrip, share with others. > > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 5 15:43:26 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 5 Jun 2013 23:43:26 +0400 Subject: [rt-users] Bizarre error message - RT 4.0.5 In-Reply-To: <930F3731A784414087B33E439A5556340164D766@s-wor-e-001.SCOUTSOFFICE.local> References: <930F3731A784414087B33E439A5556340164D766@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: Hi, This error is usually indication of bug in perl itself or a module that uses binary parts. The correct way is to upgrade perl to a newer version and/or rebuild all module with binary components. On Wed, Jun 5, 2013 at 6:43 PM, Alex Young wrote: > On viewing a ticket or the full ticket history I am receive an error > message:**** > > ** ** > > Bizarre copy of UNKNOWN in sassign at > /opt/rt4/share/html/Ticket/Elements/ShowMessageStanza line 95.**** > > ** ** > > ** ** > > Looks like the transaction contains a massive amount of data a user pasted > into the ticket. I have a search on the RT at a glance page which returns > the last reply in a ticket, which displays the content fine.**** > > ** ** > > First few lines of the content, in case it's relevant:**** > > Msg 2627, Level 14, State 1, Line 150 Violation of PRIMARY KEY constraint > 'PK_tbl_SchemeAreaPostcodes_lkp'. Cannot insert duplicate key in object > 'dbo.tbl_SchemeAreaPostcodes_lkp'. > The duplicate key value is (170, CR06AA). The statement has been > terminated.Msg > 2627, Level 14, State 1, Line 151 Violation of PRIMARY KEY constraint > 'PK_tbl_SchemeAreaPostcodes_lkp'. Cannot insert duplicate key in object > 'dbo.tbl_SchemeAreaPostcodes_lkp'. > The duplicate key value is (170, CR06AB). The statement has been > terminated.Msg**** > > ** ** > > Any idea what has happened or how I can fix it to display the ticket > correctly?**** > > ** ** > > Thanks.**** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Wed Jun 5 20:56:59 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Thu, 6 Jun 2013 00:56:59 +0000 Subject: [rt-users] custom field value source Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E37A6F396@phxmain-exmbx10> I have a custom field that I currently have set to Privileged Users: Set(@CustomFieldValuesSources, "RT::CustomFieldValues::PrivUsers"); I'd like to change that to only list users that have rights on the queue the CF is being used on. It's a global CF currently and used on multiple queues. I looked at External.pm/Groups.pm and while I "kinda get it", I'm not a diehard programmer, so I'm at a bit of a loss. Hoping someone has done this and will share their code. Thanks! Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 6 09:01:07 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 6 Jun 2013 17:01:07 +0400 Subject: [rt-users] custom field value source In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E37A6F396@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E37A6F396@phxmain-exmbx10> Message-ID: On Thu, Jun 6, 2013 at 4:56 AM, Brent Wiese wrote: > I have a custom field that I currently have set to Privileged Users:**** > > ** ** > > Set(@CustomFieldValuesSources, "RT::CustomFieldValues::PrivUsers");**** > > ** ** > > I?d like to change that to only list users that have rights on the queue > the CF is being used on. It?s a global CF currently and used on multiple > queues.**** > > ** ** > > I looked at External.pm/Groups.pm and while I ?kinda get it?, I?m not a > diehard programmer, so I?m at a bit of a loss. Hoping someone has done this > and will share their code. > Sorry, but at this moment there are not much of context in external custom field values, so without dirty hacks you can not know anything about environment. One option is to look at request arguments and see which page it is and look for id. > **** > > ** ** > > Thanks!**** > > Brent**** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From eboaz at icontrol.com Thu Jun 6 09:15:27 2013 From: eboaz at icontrol.com (Eli Boaz) Date: Thu, 6 Jun 2013 13:15:27 +0000 Subject: [rt-users] Ticket object's cf method returns array reference for text fields containing commas Message-ID: Hello, I'm not sure if this is a bug or something we're doing incorrectly. We have a custom field in our implementation of RT that is defined as a "Fill in one text area". If the custom field contains a comma, for example: "Hello, my name is Inigo Montoya", the cf method is returning an array reference: my $ticket = RT::Client::REST::Ticket->new(rt => $rt, id => $ticket_number)->retrieve; my $example_field = $ticket->cf('Example Field'); print "ARRAY\n" if ref($example_field) eq "ARRAY"; This will print the word ARRAY if the example_field custom field contains a comma. If the field contains the same string without the comma, example_field is a scalar and the word array is never printed. This seems a little counter-intuitive based on the field type. We're using RT 4.0.6 and the v 0.43 version of the REST module. Is this a bug or something we didn't setup correctly in the custom field within RT? Thanks, -Eli -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Thu Jun 6 12:31:06 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Thu, 06 Jun 2013 18:31:06 +0200 Subject: [rt-users] Is it possible to specify a different user with RT CLI ? Message-ID: <51B0B94A.3080407@thefreecat.org> Hello, I'm using RT CLI (Command Line Interface) to comment tickets for various users. Is there a way, while connecting with the admin (root) account, to record the comments/corresponds as a different user (impersonating) ? I can change the transaction's owner afterwards but the email messages will originate from "root". BTW, it would be nice if the success message was something like : # Message recorded (transaction #12345) Thanks for your help, -- Jean-Christophe Boggio -o) rt-users at thefreecat.org /\\ Independant Consultant and Developer _\_V From diaulas.castro at intersolution.inf.br Thu Jun 6 13:02:51 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Thu, 6 Jun 2013 17:02:51 +0000 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51B0B94A.3080407@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> With env variable RTUSER=john Optional: RTPASSWD=johnubberpassword@ -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Jean-Christophe Boggio Enviada em: quinta-feira, 6 de junho de 2013 13:31 Para: RT Users Assunto: [rt-users] Is it possible to specify a different user with RT CLI ? Hello, I'm using RT CLI (Command Line Interface) to comment tickets for various users. Is there a way, while connecting with the admin (root) account, to record the comments/corresponds as a different user (impersonating) ? I can change the transaction's owner afterwards but the email messages will originate from "root". BTW, it would be nice if the success message was something like : # Message recorded (transaction #12345) Thanks for your help, -- Jean-Christophe Boggio -o) rt-users at thefreecat.org /\\ Independant Consultant and Developer _\_V -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From bartelt at slac.stanford.edu Thu Jun 6 13:09:47 2013 From: bartelt at slac.stanford.edu (John Bartelt) Date: Thu, 6 Jun 2013 10:09:47 -0700 (PDT) Subject: [rt-users] RT 3.6.11 CLI and externalauth Message-ID: Hello. I realize RT 3.6.11 is pretty old at this point, but I'm hoping someone may have an answer for this. I recently tried to use the CLI 'rt' command, and authentication is not working. We use external authentication with our installation. I'm sure the CLI was working for us in the distant past (may have been RT 3.0.x). Currently, though, after prompting for the password, it always says "rt: Incorrect username or password." I do have test instances for 3.8.x and and 4.0.x, and those versions of 'rt' work, because I set 'externalauth' to 1. But the 3.6 version of 'rt' doesn't support that option. If I try to use the 3.8 version of 'rt' CLI with the 3.6.11 installation, authentication succeeds, but it never finds any tickets, e.g., for valid 'list' requests. "No matches found". So I assume there is some mismatch there. I turned on debugging and it looks like the initial authentication succeeds, but no cookie is created/stored, and so any further interaction is blocked. I also tried backporting 'externalauth' to the 3.6.1 'rt', but haven't gotten it to work. Any help or hints appreciated. +=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+= John Bartelt bartelt at SLAC.Stanford.edu SLAC National Accelerator Laboratory 650-926-4591 MS 97 2575 Sand Hill Road Menlo Park, CA 94025 office: OCIO room 307 From landonstewart at gmail.com Thu Jun 6 15:06:37 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 6 Jun 2013 12:06:37 -0700 Subject: [rt-users] For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) Message-ID: Hello, As many of you know RTIR has three levels of tickets each with their own queue. Reports come into "Incident Reports", incidents are created in "Incidents" and investigations are created in "Investigations". I'm attempting to write a scrip that looks at the IP field of a ticket created in "Incident Reports" and searches for tickets in "Incidents". If it finds one (or more) it'll create a HasMember link. If it doesn't I might make it create an Incident with the text from the Incident Report. My question is when the scrips run the IP field appears to be empty at the time it runs. Is this normal? What order do things happen in RT and RTIR plugins? Can I tweak this order to ensure that the IP Custom Field is populated via lib/RT/Action/RTIR_FindIP.pm before a scrip runs? Is the only way to append the scrip to the end of RTIR_FindIP.pm? Thank you. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 6 16:09:30 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Jun 2013 00:09:30 +0400 Subject: [rt-users] For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) In-Reply-To: References: Message-ID: On Thu, Jun 6, 2013 at 11:06 PM, Landon wrote: > Hello, > > As many of you know RTIR has three levels of tickets each with their own > queue. Reports come into "Incident Reports", incidents are created in > "Incidents" and investigations are created in "Investigations". I'm > attempting to write a scrip that looks at the IP field of a ticket created > in "Incident Reports" and searches for tickets in "Incidents". If it finds > one (or more) it'll create a HasMember link. If it doesn't I might make it > create an Incident with the text from the Incident Report. > > My question is when the scrips run the IP field appears to be empty at the > time it runs. Is this normal? What order do things happen in RT and RTIR > plugins? Can I tweak this order to ensure that the IP Custom Field is > populated via lib/RT/Action/RTIR_FindIP.pm before a scrip runs? Is the > only way to append the scrip to the end of RTIR_FindIP.pm? > In RT 3.8 and 4.0 scrips are executed in order of description. You can add digital prefix to description to adjust order. > Thank you. > > -- > Landon Stewart > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Thu Jun 6 16:13:54 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 6 Jun 2013 13:13:54 -0700 Subject: [rt-users] For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) In-Reply-To: References: Message-ID: Oh ok that's good. So to confirm if I wish to ensure a scrip runs last I could prefix the description with "z0 Description" or "z1 Description"? Naturally adding a number first would probably make it run before all the other scrips that start with alpha characters. Correct? On 6 June 2013 13:09, Ruslan Zakirov wrote: > > > > On Thu, Jun 6, 2013 at 11:06 PM, Landon wrote: > >> Hello, >> >> As many of you know RTIR has three levels of tickets each with their own >> queue. Reports come into "Incident Reports", incidents are created in >> "Incidents" and investigations are created in "Investigations". I'm >> attempting to write a scrip that looks at the IP field of a ticket created >> in "Incident Reports" and searches for tickets in "Incidents". If it finds >> one (or more) it'll create a HasMember link. If it doesn't I might make it >> create an Incident with the text from the Incident Report. >> >> My question is when the scrips run the IP field appears to be empty at >> the time it runs. Is this normal? What order do things happen in RT and >> RTIR plugins? Can I tweak this order to ensure that the IP Custom Field is >> populated via lib/RT/Action/RTIR_FindIP.pm before a scrip runs? Is the >> only way to append the scrip to the end of RTIR_FindIP.pm? >> > > In RT 3.8 and 4.0 scrips are executed in order of description. You can add > digital prefix to description to adjust order. > > > >> Thank you. >> >> -- >> Landon Stewart >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> > > > > -- > Best regards, Ruslan. > -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 6 16:23:48 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Jun 2013 00:23:48 +0400 Subject: [rt-users] For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) In-Reply-To: References: Message-ID: On Fri, Jun 7, 2013 at 12:13 AM, Landon wrote: > Oh ok that's good. So to confirm if I wish to ensure a scrip runs last I > could prefix the description with "z0 Description" or "z1 Description"? > Naturally adding a number first would probably make it run before all the > other scrips that start with alpha characters. Correct? > yes, use SQL to check: select Description from Scrips order by Description; [RTIR] prefix is also accounted, so you have to know where DB places it while sorting. > > > On 6 June 2013 13:09, Ruslan Zakirov wrote: > >> >> >> >> On Thu, Jun 6, 2013 at 11:06 PM, Landon wrote: >> >>> Hello, >>> >>> As many of you know RTIR has three levels of tickets each with their own >>> queue. Reports come into "Incident Reports", incidents are created in >>> "Incidents" and investigations are created in "Investigations". I'm >>> attempting to write a scrip that looks at the IP field of a ticket created >>> in "Incident Reports" and searches for tickets in "Incidents". If it finds >>> one (or more) it'll create a HasMember link. If it doesn't I might make it >>> create an Incident with the text from the Incident Report. >>> >>> My question is when the scrips run the IP field appears to be empty at >>> the time it runs. Is this normal? What order do things happen in RT and >>> RTIR plugins? Can I tweak this order to ensure that the IP Custom Field is >>> populated via lib/RT/Action/RTIR_FindIP.pm before a scrip runs? Is the >>> only way to append the scrip to the end of RTIR_FindIP.pm? >>> >> >> In RT 3.8 and 4.0 scrips are executed in order of description. You can >> add digital prefix to description to adjust order. >> >> >> >>> Thank you. >>> >>> -- >>> Landon Stewart >>> >>> >>> >>> -- >>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Landon Stewart > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Jun 6 16:31:23 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 6 Jun 2013 16:31:23 -0400 Subject: [rt-users] Notify all possible workers a ticket is available References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312B096DA@valkyrie.ogp.qvii.com> I also came across this plug-in: Notification Matrix - https://github.com/bestpractical/rt-extension-notificationmatrix It says it is for RT 3.8, so I'm not sure how well it will (if it even) work with RT 4.0.13 Would that be something I could use? From landonstewart at gmail.com Thu Jun 6 18:47:54 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 6 Jun 2013 15:47:54 -0700 Subject: [rt-users] Fwd: For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) In-Reply-To: References: Message-ID: Oops forgot to CC the list. On 6 June 2013 13:23, Ruslan Zakirov wrote: > yes, use SQL to check: > > select Description from Scrips order by Description; > > [RTIR] prefix is also accounted, so you have to know where DB places it > while sorting. > Thank you that makes sense. I still have a bit of an issue with the order of things. If I use "On Create" as the condition the scrip fires earlier than the order by Description and there are no IP addresses in the custom field at that point. If I use a User Defined condition the IP address custom field is already populated by that time. The problem with using a User Defined condition is that it has the potential to fire more than once if I base it on something to do with the ticket that might happen more than once in the ticket's life. I only want to do this process once on the original content of the ticket so On Create makes the most sense. Any idea how I can get a condition that that will only fire once per ticket on creation or otherwise but going by the order of scrips that indicated by the SQL query? -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Thu Jun 6 19:04:38 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Fri, 07 Jun 2013 01:04:38 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <51B11586.2060009@thefreecat.org> Thanks for your answers but that's not what I'm looking for. This method will work if I store the passwords for every user in clear form. What I want is to only have the root (admin) passwd in a RT Config File and issue the comment/correpond AS some user. I am making a dedicated interface to RT. Is this possible ? -- Jean-Christophe Boggio -o) cat at thefreecat.org /\\ Independant Consultant and Developer _\_V From cloos at netcologne.de Fri Jun 7 03:32:46 2013 From: cloos at netcologne.de (Christian Loos) Date: Fri, 07 Jun 2013 09:32:46 +0200 Subject: [rt-users] Slow query on CFs In-Reply-To: <1ssj0yrpt0.fsf@voll.uninett.no> References: <1ssj0yrpt0.fsf@voll.uninett.no> Message-ID: <51B18C9E.10308@netcologne.de> Hi, the Database indexes are not optimal for the ObjectCustomFieldValues table. Sadly I didn't had time to dig deeper into this. But maybe you have time and an new index will help you. There is already an ticket open for this: http://issues.bestpractical.com/Ticket/Display.html?id=16898 Chris From vegard.vesterheim at uninett.no Fri Jun 7 07:31:25 2013 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Fri, 07 Jun 2013 13:31:25 +0200 Subject: [rt-users] Slow query on CFs In-Reply-To: <51B18C9E.10308@netcologne.de> (Christian Loos's message of "Fri, 07 Jun 2013 09:32:46 +0200") References: <1ssj0yrpt0.fsf@voll.uninett.no> <51B18C9E.10308@netcologne.de> Message-ID: <1sa9n2nomq.fsf@voll.uninett.no> On Fri, 07 Jun 2013 09:32:46 +0200 Christian Loos wrote: > Hi, > > the Database indexes are not optimal for the ObjectCustomFieldValues > table. Sadly I didn't had time to dig deeper into this. > But maybe you have time and an new index will help you. Thanks for the tip. Better indexing might help, but in this case the SQL query is clearly suboptimal, so a fix in the SQL generation is in order anyway. In our database, a properly optimised SQL statement returns results immediately. > There is already an ticket open for this: > http://issues.bestpractical.com/Ticket/Display.html?id=16898 The symptoms might be the same (slow queries), so the tickets might be related, but I think this is two separate issues which will require different solutions. One issue is about suboptimal SQL, the other issue is about suboptimal indexes. - Vegard V - From diaulas.castro at intersolution.inf.br Fri Jun 7 07:35:04 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 7 Jun 2013 11:35:04 +0000 Subject: [rt-users] RES: RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51B11586.2060009@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A70EB3@GRXPRD8011MB606.lamprd80.prod.outlook.com> Try rest interface instead of RT CLI. " Authentication Edit The REST Interface does not support HTTP-Authentication. So you must get a valid Session-Token and submit the cookie each request. You usually get a Session-Cookie by submitting the default login form. Use variables "user" for login and "pass" for password values. wget doesn't escape any characters in the --post-data option so make sure you properly escape any special characters in the password." http://requesttracker.wikia.com/wiki/REST Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: ( 55 11 ) 3443-1472 www.intersolution.inf.br Oracle Certified Partner -----Mensagem original----- De: Jean-Christophe Boggio [mailto:rt-users at thefreecat.org] Enviada em: quinta-feira, 6 de junho de 2013 20:05 Para: Landon Stewart Cc: Diaulas Castro; RT Users Assunto: Re: [rt-users] RES: Is it possible to specify a different user with RT CLI ? Thanks for your answers but that's not what I'm looking for. This method will work if I store the passwords for every user in clear form. What I want is to only have the root (admin) passwd in a RT Config File and issue the comment/correpond AS some user. I am making a dedicated interface to RT. Is this possible ? -- Jean-Christophe Boggio -o) cat at thefreecat.org /\\ Independant Consultant and Developer _\_V From rt-users at thefreecat.org Fri Jun 7 11:21:43 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Fri, 07 Jun 2013 17:21:43 +0200 Subject: [rt-users] RES: RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A70EB3@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A70EB3@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <51B1FA87.8090707@thefreecat.org> Le 07/06/2013 13:35, Diaulas Castro a ?crit : > Try rest interface instead of RT CLI. Thanks Diaulas, seems exactly what I'm looking for. -- Jean-Christophe Boggio -o) rt-users at thefreecat.org /\\ Independant Consultant and Developer _\_V From jborissr at gmail.com Fri Jun 7 12:22:03 2013 From: jborissr at gmail.com (john boris) Date: Fri, 7 Jun 2013 12:22:03 -0400 Subject: [rt-users] Changing email address of admin and users In-Reply-To: <20130603165805.GB1783@jibsheet.com> References: <20130603165805.GB1783@jibsheet.com> Message-ID: Kevin, I have scripts that run and then use mutt to send out emails to RT. I changed the REPLYTO variable on the server that is running the script and the mutt line looks like this: mutt -a /tmp/enroll.pdf -s 'Daily Enrollment Report' dailyenrpt at rt3.mysite.org < /u/usr/brother/pastdue-pdf.txt I am running this as root a I went into RT and created another user with my old email address and fixed up some permissions for that user and now get these errors [Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Number found where operator expected at (eval 952) line 1, near "Return 1" [Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(Do you need to predeclare Return?) [Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jun 7 16:18:14 2013] [error]: Scrip 42 Prepare failed: syntax error at (eval 952) line 1, near "Return 1" (/opt/rt3/lib/RT/Action/UserDefined.pm:67) On Mon, Jun 3, 2013 at 12:58 PM, Kevin Falcone wrote: > On Mon, Jun 03, 2013 at 11:11:40AM -0400, john boris wrote: > > I had to change the email address on my rt3 (3.6.6) instance for the > owner and also for my > > login. Now I am getting emails that says a ticket can't be created. > > 1. I changed the OwnerEmail setting to my new email in > RT_SiteConfig.pm. > > Do I have to restart RT to get this working. Or restart Apache? > > 2. I changed my users email and since then I am getting emails that > tickets can't be created > > on the queues. > > Show the actual errors from your logs please. > > -kevin > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 7 12:34:50 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jun 2013 12:34:50 -0400 Subject: [rt-users] Notify all possible workers a ticket is available In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312B096DA@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312B096DA@valkyrie.ogp.qvii.com> Message-ID: <20130607163450.GF1783@jibsheet.com> On Thu, Jun 06, 2013 at 04:31:23PM -0400, Cena, Stephen (ext. 300) wrote: > I also came across this plug-in: > > Notification Matrix - > https://github.com/bestpractical/rt-extension-notificationmatrix > > It says it is for RT 3.8, so I'm not sure how well it will (if it even) > work with RT 4.0.13 It wouldn't work on 4.0, and I wouldn't recommend trying to use it on 3.8 either. Ian Norton's NotifyOwner extension may work on 4.0 and has a bunch of useful actions such as 'Notify possible owners' (people with OwnTicket). Unfortunately, it hasn't been released recently so I'm not sure if there might be some tweaks needed to install on 4.0. https://metacpan.org/module/RT::Extension::NotifyOwners -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 7 12:36:23 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jun 2013 12:36:23 -0400 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51B11586.2060009@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> Message-ID: <20130607163623.GG1783@jibsheet.com> On Fri, Jun 07, 2013 at 01:04:38AM +0200, Jean-Christophe Boggio wrote: > Thanks for your answers but that's not what I'm looking for. This > method will work if I store the passwords for every user in clear > form. > > What I want is to only have the root (admin) passwd in a RT Config > File and issue the comment/correpond AS some user. I am making a > dedicated interface to RT. While the REST interface (which is what the command line client uses) does not allow you to impersonate a user without knowing passwords or cookies, you can use RT's core perl API to load any user and record actions as that user. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 7 12:37:33 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jun 2013 12:37:33 -0400 Subject: [rt-users] Changing email address of admin and users In-Reply-To: References: <20130603165805.GB1783@jibsheet.com> Message-ID: <20130607163733.GH1783@jibsheet.com> On Fri, Jun 07, 2013 at 12:22:03PM -0400, john boris wrote: > [Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Number found where operator expected at (eval 952) > line 1, near "Return 1" Perl doesn't have a Return function, you wanted return 1; -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 7 12:39:01 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Jun 2013 12:39:01 -0400 Subject: [rt-users] Cloning an existing ticket In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E37A6A9B2@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E37A6A9B2@phxmain-exmbx10> Message-ID: <20130607163901.GI1783@jibsheet.com> On Mon, Jun 03, 2013 at 09:52:24PM +0000, Brent Wiese wrote: > I'm running RT 4.0.10. > > I tried installing rt-extension-cloneticket-withdata. It looks like that hasn't been updated > in a while - not since rt 4 anyways. > > When I try cloning a ticket, I get: > > RT: Not an ARRAY reference at > /opt/rt4/local/plugins/RT-Extension-CloneTicket-WithData/html/Ticket/Clone/index.html line > 183.#012#012Stack:#012 > [/opt/rt4/local/plugins/RT-Extension-CloneTicket-WithData/html/Ticket/Clone/index.html:183]#012 > [/opt/rt4/share/html/Ticket/autohandler:66]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]#012 [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > Yep - that's a change between 3.8 and 4.0. The Queue cache is stored in $session{$cache_key}{queues} rather than directly under the cache key. Should be a simple enough change to the module to get past that error. If that fixes it for you, send a pull request? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ruz at bestpractical.com Fri Jun 7 13:07:44 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 7 Jun 2013 21:07:44 +0400 Subject: [rt-users] Slow query on CFs In-Reply-To: <1sa9n2nomq.fsf@voll.uninett.no> References: <1ssj0yrpt0.fsf@voll.uninett.no> <51B18C9E.10308@netcologne.de> <1sa9n2nomq.fsf@voll.uninett.no> Message-ID: On Fri, Jun 7, 2013 at 3:31 PM, Vegard Vesterheim < vegard.vesterheim at uninett.no> wrote: > On Fri, 07 Jun 2013 09:32:46 +0200 Christian Loos > wrote: > > > Hi, > > > > the Database indexes are not optimal for the ObjectCustomFieldValues > > table. Sadly I didn't had time to dig deeper into this. > > But maybe you have time and an new index will help you. > > Thanks for the tip. Better indexing might help, but in this case the SQL > query is clearly suboptimal, so a fix in the SQL generation is in order > anyway. In our database, a properly optimised SQL statement returns > results immediately. > In this case there is no better indexing. The SQL itself falls into category of hardly optimizable by DBs. Some DBs do better job by using hash joins, but mysql with its loop strategy can not cope. > > There is already an ticket open for this: > > http://issues.bestpractical.com/Ticket/Display.html?id=16898 > > The symptoms might be the same (slow queries), so the tickets might be > related, but I think this is two separate issues which will require > different solutions. One issue is about suboptimal SQL, the other issue > is about suboptimal indexes. > > - Vegard V - > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Fri Jun 7 13:18:55 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 7 Jun 2013 13:18:55 -0400 Subject: [rt-users] User replies being rejected - Permissions problem Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312B09D99@valkyrie.ogp.qvii.com> Our second RT site has gone up & is working very well. Most of the problems we have had are just minor permission tweaks. One issue however, is puzzling me. I've gotten two emails from the system, both reading: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (EMAIL_REDACTED). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue QUEUE_REDACTED. I have permissions on all of my queues for the Requestor to be permitted to Comment or Reply to tickets. Here is how the system is currently being used: Since we're transitioning off of a distribution group, the admin staff is converting the emails into tickets. When the ticket is created, they are removing their email address as the Requestor & putting in the customers email address. Is it because the logged in user isn't the "Requestor" that this is happening? I've currently done as suggested in the email to be sure incoming mail will flow properly for now. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jborissr at gmail.com Fri Jun 7 14:40:11 2013 From: jborissr at gmail.com (john boris) Date: Fri, 7 Jun 2013 14:40:11 -0400 Subject: [rt-users] Changing email address of admin and users In-Reply-To: <20130607163733.GH1783@jibsheet.com> References: <20130603165805.GB1783@jibsheet.com> <20130607163733.GH1783@jibsheet.com> Message-ID: Kevin, I understand that but I looked and I don't have 42 scrips. How do I know which scrip that is? Just asking. I wil go through one by one and see which one lost the semicolon. On Fri, Jun 7, 2013 at 12:37 PM, Kevin Falcone wrote: > On Fri, Jun 07, 2013 at 12:22:03PM -0400, john boris wrote: > > [Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: > server > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Number found where operator > expected at (eval 952) > > line 1, near "Return 1" > > Perl doesn't have a Return function, you wanted > return 1; > > -kevin > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Fri Jun 7 15:03:43 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 7 Jun 2013 15:03:43 -0400 Subject: [rt-users] User replies being rejected - Permissions problem Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312B30EEA@valkyrie.ogp.qvii.com> False alarm! Sorry about that. I've been frantically writing up documentation for the end users and didn't have a chance to look at what they were doing. For the first round of testing to be sure they understood the system, they were leaving their OWN email address as the Requestor. Therefore, of course the client couldn't respond in. That will change on Monday though when they do it with the clients email address. Thanks! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevin.elliott at alaska.gov Fri Jun 7 19:47:46 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Fri, 07 Jun 2013 23:47:46 +0000 Subject: [rt-users] Configure RT for Intergration with Active Directory Message-ID: <1BCBBD850909C148B389F50256796E350A86A941@SOAJNUEXMB3.soa.alaska.gov> Hello all. I'm working with a brand new Request Tracker 4.07 install on Debian 7.0.0 (Wheezy) and I have some very general questions about configuring Request Tracker for integration with Active Directory. I would like our Window clients to be able to access Request Tracker using the SSO functionality of Internet Explorer, have their Request Tracker accounts created and relevant details pulled from Active Directory's LDAP. The more seamless this is the better. I have a very basic high-level conceptual understanding of how this is all supposed to fit together but am a bit lost on the specifics. Please bear with me. If I understand this correctly I need to do three things: - Configure External Authentication for Request Tracker - Configure NTLM /SSO, either in Apache via mod_ntlm, mod_ntlm_winbind or mod_pam - Configure an LDAP overlay so that authenticated RT users get their information fields populated with the relevant data # External Authentication: http://requesttracker.wikia.com/wiki/ExternalAuthentication # There seem to be two common ways to do this - either use WebExternalAuth which pushes the authentication requirement to Apache or use the RT::Authen::ExternalAuth module and have RT do the authentication directly. Which one should I use? I kind of get the impression that RT::Authen::ExternalAuth is someone what out of date and that WebExternalAuth is the recommend way to handle authentication. Is this correct? What criteria should I use to make the determination between the two methods? # Configure NTLM /SSO, either in Apache via mod_ntlm, mod_ntlm_winbind, mod_kerb or mod_pam # This is really more a question about the RT ecosystem but presuming I'm using WebExternalAuth correctly I then need to use an Apache module so Apache can make the determination as to whether or not a client is authenticated. Lots of advice points to mod_ntlm, which as far as I can tell does *not* require Samba and can directly do the NTLM challenge/response. On the other hand it seems like people recommend the use of Samba's t ntml_auth helper as more up to date way to handle NTLM authentication. I imagine you could also use mod_kerb if you have Kerberos setup or mod_pam if Samba is functioning appropriately. Again, I'm not really sure what authentication I should have Apache2 attempt to do for my clients nor how to configure the SSO cookies. # LDAP Overlays - http://requesttracker.wikia.com/wiki/LdapSummary There's lots of information here but I can't pick out which stuff is relevant and up to date. The ExternalAuth plug again seems to be popular. The AutoCreateFromExternalUserInfo and AutoCreateAndCanonicalizeUserInfo Wiki page appear to do just what I want but are preferenced by warning saying that they're out of date. Where can I find the relevant documentation to pull information about Active Directory Users with LDAP and have it auto-populate their RT user's fields. Some assistance in finding the right documentation on how to accomplish Active Directory integration would be very helpful. Thanks. --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 -------------- next part -------------- An HTML attachment was scrubbed... URL: From amarosi at luminance.us.com Fri Jun 7 22:03:04 2013 From: amarosi at luminance.us.com (Andrew Marosi) Date: Fri, 7 Jun 2013 19:03:04 -0700 Subject: [rt-users] Configure RT for Intergration with Active Directory In-Reply-To: <1BCBBD850909C148B389F50256796E350A86A941@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350A86A941@SOAJNUEXMB3.soa.alaska.gov> Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F50379716E24@uslaxmail02> If all are trying to accomplish is utilizing AD as your source of authentication - then you just need the ExtAuth plugin setup. This will allow you enable all of your AD users to authenticate (you can filter against any AD attribute, OU, etc to set parameters from AD). At the same time you can configure RT to handle all the security configuration and just enable AD authentication. This would allow any AD credential to authenticate, but as a non-privileged user. In this setup you would manage anything RT security related in the RT interface (RT groups, RT group permissions, RT Users, RT Users permission, etc) We use AD for authentication, and RT's security to manage what they can do via groups/ or AD groups. It's the best of both worlds and you don't have to worry about NTLM/SSO headaches. ExtAuth will feed RT user attributes too out of the box (full name, address, phone, etc.) -Andy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Elliott, Kevin C (DOR) Sent: Friday, June 07, 2013 4:48 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Configure RT for Intergration with Active Directory Hello all. I'm working with a brand new Request Tracker 4.07 install on Debian 7.0.0 (Wheezy) and I have some very general questions about configuring Request Tracker for integration with Active Directory. I would like our Window clients to be able to access Request Tracker using the SSO functionality of Internet Explorer, have their Request Tracker accounts created and relevant details pulled from Active Directory's LDAP. The more seamless this is the better. I have a very basic high-level conceptual understanding of how this is all supposed to fit together but am a bit lost on the specifics. Please bear with me. If I understand this correctly I need to do three things: - Configure External Authentication for Request Tracker - Configure NTLM /SSO, either in Apache via mod_ntlm, mod_ntlm_winbind or mod_pam - Configure an LDAP overlay so that authenticated RT users get their information fields populated with the relevant data # External Authentication: http://requesttracker.wikia.com/wiki/ExternalAuthentication # There seem to be two common ways to do this - either use WebExternalAuth which pushes the authentication requirement to Apache or use the RT::Authen::ExternalAuth module and have RT do the authentication directly. Which one should I use? I kind of get the impression that RT::Authen::ExternalAuth is someone what out of date and that WebExternalAuth is the recommend way to handle authentication. Is this correct? What criteria should I use to make the determination between the two methods? # Configure NTLM /SSO, either in Apache via mod_ntlm, mod_ntlm_winbind, mod_kerb or mod_pam # This is really more a question about the RT ecosystem but presuming I'm using WebExternalAuth correctly I then need to use an Apache module so Apache can make the determination as to whether or not a client is authenticated. Lots of advice points to mod_ntlm, which as far as I can tell does *not* require Samba and can directly do the NTLM challenge/response. On the other hand it seems like people recommend the use of Samba's t ntml_auth helper as more up to date way to handle NTLM authentication. I imagine you could also use mod_kerb if you have Kerberos setup or mod_pam if Samba is functioning appropriately. Again, I'm not really sure what authentication I should have Apache2 attempt to do for my clients nor how to configure the SSO cookies. # LDAP Overlays - http://requesttracker.wikia.com/wiki/LdapSummary There's lots of information here but I can't pick out which stuff is relevant and up to date. The ExternalAuth plug again seems to be popular. The AutoCreateFromExternalUserInfo and AutoCreateAndCanonicalizeUserInfo Wiki page appear to do just what I want but are preferenced by warning saying that they're out of date. Where can I find the relevant documentation to pull information about Active Directory Users with LDAP and have it auto-populate their RT user's fields. Some assistance in finding the right documentation on how to accomplish Active Directory integration would be very helpful. Thanks. --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Mon Jun 10 03:34:54 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 10 Jun 2013 08:34:54 +0100 (BST) Subject: [rt-users] RES: RES: RES: RES: Generate end of the day report and email In-Reply-To: <1369893693.89170.YahooMailNeo@web172604.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A67BCA@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369715618.19716.YahooMailNeo@web172603.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A68C5B@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369893693.89170.YahooMailNeo@web172604.mail.ir2.yahoo.com> Message-ID: <1370849694.16793.YahooMailNeo@web172605.mail.ir2.yahoo.com> Hi, can any one help me have tried all what I can find by googling and the help of you, I not sure what is going on Thanks and Regards Asanka ________________________________ From: Asanka Gunasekera To: Diaulas Castro Sent: Thursday, 30 May 2013, 11:31 Subject: Re: RES: RES: RES: [rt-users] RES: Generate end of the day report and email Hi Diaulas, thank you for the reply attached is my config file Best Regards Asanka From: Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Tuesday, 28 May 2013, 17:07 Subject: RES: RES: RES: [rt-users] RES: Generate end of the day report and email Send your RT_SiteConfig.pm ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: ter?a-feira, 28 de maio de 2013 01:34 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: RES: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, I have read this document, below is my configuration ? ? ? ServerAdmin webmaster at dummy-host.example.com ? ? ServerName rt.mydomain.com ? ? ErrorLog "logs/virtual_host_80_for-mail_error.log" ? ? CustomLog "logs/virtual_host_80_for-mail.log" common ? ? ? ? ? AddDefaultCharset UTF-8 ? ? ? ? ? DocumentRoot "/usr/local/rt-ora/share/html" ? ? ? ? ? ? ? ? ? ? Order allow,deny ? ? ? ? ? ? Allow from all ? ? ? ? ? ? ? SetHandler perl-script ? ? ? ? ? ? PerlResponseHandler Plack::Handler::Apache2 ? ? ? ? ? ? PerlSetVar psgi_app /usr/local/rt-ora/sbin/rt-server ? ? ? ? ? ? ? ? ? ? ? ? ? ? use Plack::Handler::Apache2; ? ? ? ? ? ? Plack::Handler::Apache2->preload("/usr/local/rt-ora/sbin/rt-server"); ? ? ? ? ? ? And I used below parameers ? RTUSER=root RTPASSWORD=112211 RTSERVER=http://localhost ? Please tell me what I am doing wrong ? Thanks and Best Regards Asanka ? ________________________________ From:Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Monday, 27 May 2013, 17:20 Subject: RES: RES: [rt-users] RES: Generate end of the day report and email ? Hello Asanka, ? From http://requesttracker.wikia.com/wiki/CLI? ? export RTUSER=your.rtusername export RTPASSWD=your rt password export RTSERVER=your.rt3.installation ? Try with /rt after domain or anything you have configured on Apache. ? RTSERVER=http://localhost/rt ? ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: segunda-feira, 27 de maio de 2013 07:59 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, thank you for the reply but the thing is I am unable to log in to the RT when I do below ? export RTSERVER=http://localhost ? and do? ? rt ls? ? it prompt me for a password once I enter the password and hit enter I get below error ? Query:Status!='resolved' and Status!='rejected' ? ?Strong encryption not available, switched off by externalauth=0 ? ?Password will be sent to localhost unencrypted ? ?Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) ? As the URL I tried http://x.x.x.xas well but with the same error ? Thanks and Regards ________________________________ From:Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Wednesday, 22 May 2013, 17:20 Subject: RES: [rt-users] RES: Generate end of the day report and email ? Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, ? Try to add on top of script: export RTSERVER=your.rt.installation ? ? if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER ? That script relies on output of RT CLI command. ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error ? Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) ? Thank you and Best Regards ? ________________________________ From:Diaulas Castro To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email ? Made this bash script to accomplish using RT CLI. ? Just customize ?From:?,? To:? and ?Status? search in rt ls command and schedule on crontab. ? This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) ? ? If you want to color the rows use this before sendmail command: ? ? sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g'????????? $MAIL ? sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g'?? $MAIL ????This will change all tickets by nobody to gray and Diaulas.castro to light blue ? ? PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( ? ? ? #################################### export RTORDERBY=owner ? MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM "??????????????? > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM"???? >> $MAIL echo "MIME-Version: 1.0"??????????????????????????????? >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1'????? >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM"???? >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)"?????? >> $MAIL echo ""???????????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo "" >> $MAIL echo "">>??????????????????????????????????????? $MAIL ? /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do ? echo? "/g" ? done < /tmp/rel.tmp >> $MAIL ? echo "
$line
">> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL ? /usr/sbin/sendmail -t < $MAIL ? ? ? De:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Mon Jun 10 05:42:22 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 10 Jun 2013 10:42:22 +0100 (BST) Subject: [rt-users] Audit log Message-ID: <1370857342.26833.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi sis any one know hot to take a audit report with login information (successfully and unsuccessfully),?user rights? and changes to user rights etc Thanks and Best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 10 10:26:25 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Jun 2013 10:26:25 -0400 Subject: [rt-users] Changing email address of admin and users In-Reply-To: References: <20130603165805.GB1783@jibsheet.com> <20130607163733.GH1783@jibsheet.com> Message-ID: <20130610142625.GJ1783@jibsheet.com> On Fri, Jun 07, 2013 at 02:40:11PM -0400, john boris wrote: > I understand that but I looked and I don't have 42 scrips. How do I know which scrip that is? > Just asking. I wil go through one by one and see which one lost the semicolon. What do you see when you run Select * from Scrips where id = 42; Also - you didn't lose a semicolon, you spelled return as Return. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jborissr at gmail.com Mon Jun 10 10:37:39 2013 From: jborissr at gmail.com (john boris) Date: Mon, 10 Jun 2013 10:37:39 -0400 Subject: [rt-users] Changing email address of admin and users In-Reply-To: <20130610142625.GJ1783@jibsheet.com> References: <20130603165805.GB1783@jibsheet.com> <20130607163733.GH1783@jibsheet.com> <20130610142625.GJ1783@jibsheet.com> Message-ID: Kevin, Okay found the scrip and changed the Return to return. Thanks On Mon, Jun 10, 2013 at 10:26 AM, Kevin Falcone wrote: > On Fri, Jun 07, 2013 at 02:40:11PM -0400, john boris wrote: > > I understand that but I looked and I don't have 42 scrips. How do I > know which scrip that is? > > Just asking. I wil go through one by one and see which one lost the > semicolon. > > What do you see when you run > Select * from Scrips where id = 42; > > Also - you didn't lose a semicolon, you spelled return as Return. > > -kevin > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonny.schulz at onvista.de Mon Jun 10 11:38:06 2013 From: jonny.schulz at onvista.de (Jonny Schulz) Date: Mon, 10 Jun 2013 17:38:06 +0200 Subject: [rt-users] Errors after upgrade from 3.6.5 to 4.0.13 Message-ID: <51B5F2DE.5060006@onvista.de> Hi, I encountered an error after I upgraded from rt version 3.6.5 to 4.0.13. The upgrade itself runs without problems and it's possible to login. After the login I receive the following error message: "An internal RT error has occurred. Your administrator can find more details in RT's log files." From the logfile: [Mon Jun 10 14:34:33 2013] [error]: The 'message' parameter ("Unknown field 'QueueObj' in ' Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND QueueObj.HideOnPage = '0' ' at /opt/rt4/sbin/../lib/RT/Tickets_SQL.pm line 197. Stack: [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:197] [/opt/rt4/sbin/../lib/RT/SQL.pm:177] [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:237] [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:293] [/opt/rt4/share/html/Elements/CollectionList:51] [/opt/rt4/share/html/Elements/ShowSearch:54] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Elements/ShowSearch:55] [/opt/rt4/share/html/Elements/MyRT:97] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] It's possible to serve all other sites, only the Homepage returns this error. Do you have an idea? How I upgraded: make upgrade-database # 3.6.5 - 3.7.87 perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_cgm_table.pl perl etc/upgrade/split-out-cf-categories perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl perl etc/upgrade/vulnerable-passwords --fix perl etc/upgrade/upgrade-mysql-schema.pl rt4 root xxxxxxxxx > queries.sql mysql rt4 < queries.sql make upgrade-database # 3.7.87 - current cd /opt/rt4/var rm -rf mason_data/obj/1704187875 mason_data/obj/.__obj_create_marker The database name is rt4 because I import the database on a freshly installed linux box. Cheers Jonny From falcone at bestpractical.com Mon Jun 10 11:47:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Jun 2013 11:47:02 -0400 Subject: [rt-users] Errors after upgrade from 3.6.5 to 4.0.13 In-Reply-To: <51B5F2DE.5060006@onvista.de> References: <51B5F2DE.5060006@onvista.de> Message-ID: <20130610154702.GK1783@jibsheet.com> On Mon, Jun 10, 2013 at 05:38:06PM +0200, Jonny Schulz wrote: > > [Mon Jun 10 14:34:33 2013] [error]: The 'message' parameter > ("Unknown field 'QueueObj' in ' Owner = 'Nobody' AND ( Status = > 'new' OR Status = 'open' OR Status = 'stalled' ) AND > QueueObj.HideOnPage = '0' ' at > /opt/rt4/sbin/../lib/RT/Tickets_SQL.pm line 197. > > Stack: > [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:197] > [/opt/rt4/sbin/../lib/RT/SQL.pm:177] > [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:237] > [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:293] > [/opt/rt4/share/html/Elements/CollectionList:51] > [/opt/rt4/share/html/Elements/ShowSearch:54] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/share/html/Elements/ShowSearch:55] > [/opt/rt4/share/html/Elements/MyRT:97] > [/opt/rt4/share/html/index.html:78] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > > It's possible to serve all other sites, only the Homepage returns > this error. Did you have a bunch of 3.6 customizations and did you port them? HideOnPage isn't a core Queue field and QueueObj isn't valid TicketSQL. If HideOnPage was a standard field, then Queue.HideOnPage = 0 would work. I'd start by comparing your Queues database table to the standard schema and looking for missed customizations. https://github.com/bestpractical/rt/blob/stable/etc/schema.mysql#L21 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rt-users at thefreecat.org Mon Jun 10 12:00:41 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Mon, 10 Jun 2013 18:00:41 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <20130607163623.GG1783@jibsheet.com> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> Message-ID: <51B5F829.4030301@thefreecat.org> Le 07/06/2013 18:36, Kevin Falcone a ?crit : > While the REST interface (which is what the command line client uses) > does not allow you to impersonate a user without knowing passwords or > cookies, you can use RT's core perl API to load any user and record > actions as that user. Thanks for your answer Kevin. In fact, I tried with cookies and it doesn't work either (setting the transaction creator with a "Creator:" field). So I will have to do it the hard way (hopefully I code in perl but I didn't want to install the whole request-tracker just for the libs on this machine which is only a frontend). -- Jean-Christophe Boggio -o) rt-users at thefreecat.org /\\ Independant Consultant and Developer _\_V From jonny.schulz at onvista.de Mon Jun 10 12:30:25 2013 From: jonny.schulz at onvista.de (Jonny Schulz) Date: Mon, 10 Jun 2013 18:30:25 +0200 Subject: [rt-users] Errors after upgrade from 3.6.5 to 4.0.13 In-Reply-To: <20130610154702.GK1783@jibsheet.com> References: <51B5F2DE.5060006@onvista.de> <20130610154702.GK1783@jibsheet.com> Message-ID: <51B5FF21.3060003@onvista.de> Hi Kevin, yes, you are right. There are tons of customizations. The rt version was installed from the company Netways with lots of modification. :( Thank you for your help. Jonny Am 06/10/2013 05:47 PM, schrieb Kevin Falcone: > On Mon, Jun 10, 2013 at 05:38:06PM +0200, Jonny Schulz wrote: >> >> [Mon Jun 10 14:34:33 2013] [error]: The 'message' parameter >> ("Unknown field 'QueueObj' in ' Owner = 'Nobody' AND ( Status = >> 'new' OR Status = 'open' OR Status = 'stalled' ) AND >> QueueObj.HideOnPage = '0' ' at >> /opt/rt4/sbin/../lib/RT/Tickets_SQL.pm line 197. >> >> Stack: >> [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:197] >> [/opt/rt4/sbin/../lib/RT/SQL.pm:177] >> [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:237] >> [/opt/rt4/sbin/../lib/RT/Tickets_SQL.pm:293] >> [/opt/rt4/share/html/Elements/CollectionList:51] >> [/opt/rt4/share/html/Elements/ShowSearch:54] >> [/opt/rt4/share/html/Widgets/TitleBox:56] >> [/opt/rt4/share/html/Elements/ShowSearch:55] >> [/opt/rt4/share/html/Elements/MyRT:97] >> [/opt/rt4/share/html/index.html:78] >> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] >> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] >> [/opt/rt4/share/html/autohandler:53] >> >> It's possible to serve all other sites, only the Homepage returns >> this error. > > Did you have a bunch of 3.6 customizations and did you port them? > > HideOnPage isn't a core Queue field and QueueObj isn't valid > TicketSQL. If HideOnPage was a standard field, then Queue.HideOnPage > = 0 would work. > > I'd start by comparing your Queues database table to the standard > schema and looking for missed customizations. > https://github.com/bestpractical/rt/blob/stable/etc/schema.mysql#L21 > > -kevin > > > > > Mit freundlichen Gr??en -- Jonny Schulz Operations Specialist OnVista Media GmbH Sophienstr. 3 D-51149 K?ln T +49 2203 9146-129 F +49 2203 180640 E jonny.schulz at onvista.de www.onvista-group.de Handelsregister beim Amtsgericht K?ln HRB 37240 Gesch?ftsf?hrer: Lars Merle From landonstewart at gmail.com Mon Jun 10 17:05:41 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 10 Jun 2013 14:05:41 -0700 Subject: [rt-users] For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) In-Reply-To: References: Message-ID: On 6 June 2013 15:36, Landon wrote: > On 6 June 2013 13:23, Ruslan Zakirov wrote: > >> yes, use SQL to check: >> >> select Description from Scrips order by Description; >> >> [RTIR] prefix is also accounted, so you have to know where DB places it >> while sorting. >> > > Thank you that makes sense. I still have a bit of an issue with the order > of things. If I use "On Create" as the condition the scrip fires earlier > than the order by Description and there are no IP addresses in the custom > field at that point. If I use a User Defined condition the IP address > custom field is already populated by that time. The problem with using a > User Defined condition is that it has the potential to fire more than once > if I base it on something to do with the ticket that might happen more than > once in the ticket's life. I only want to do this process once on the > original content of the ticket so On Create makes the most sense. > > Any idea how I can get a condition that that will only fire once per > ticket on creation or otherwise but going by the order of scrips that > indicated by the SQL query? > If anyone has any information on this I would appreciate it. Basically I'm looking for a condition that *only* fires once per ticket creation but late enough in the ticket creation process that all the custom fields have already been updated by RTIR built-in scrips (ie. ticket already commited to database?). -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgnapier at sfu.ca Mon Jun 10 18:19:27 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Mon, 10 Jun 2013 15:19:27 -0700 (PDT) Subject: [rt-users] Auto creating user email addresses from CAS authenticated RT SelfService In-Reply-To: <1565465848.254165726.1370899455962.JavaMail.root@jaguar7.sfu.ca> Message-ID: <1210854202.254358597.1370902767980.JavaMail.root@jaguar7.sfu.ca> Hello, I am currently migrating from RT 3.4.5-2 (2006) on Fedora Core 4 to RT 4.0.8 on Centos 6.2. The reasons are many, including aging platform, move to virtualization etc. The new RT, like the old one, does external authentication through CAS (Central Authentication Service). Basically users always initiate a support request through the RT SelfServe website by authenticating with single sign-on credentails (username, password). The system generates a new user the first time the user logs in populates the "Identity" Username and "Unix login" Username from their login credentials. On the old system, loggin in for the first time also autogenerates an email by concatenating the "Identity" with the email domain suffix ("@mydomain.com"). So for example, person with ID newuser, logs in for the first time, and their Email field is populated with "newuser at mydomain.com", and nothing needs to be done from my end. For some reason, it does not do this on the new system. I seem to recall some 7 years ago adding a hack to set this autocreation of the email field using the username. I have searched but can't find anything and searched through the code to see where/how it was implemented, but I am at a loss. Does anyone know how this is done in RT 4.x? Other than putting it in manually, I haven't been able to figure out how to do this. Thanks in advance. From dgnapier at sfu.ca Tue Jun 11 00:29:20 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Mon, 10 Jun 2013 21:29:20 -0700 (PDT) Subject: [rt-users] Auto creating user email addresses from CAS authenticated RT SelfService In-Reply-To: <1210854202.254358597.1370902767980.JavaMail.root@jaguar7.sfu.ca> Message-ID: <1755486504.256613384.1370924960433.JavaMail.root@jaguar7.sfu.ca> OK ... I solved the problem. After some looking around and re-examining my old code, I found for RT 4.0.8, go to /lib in your "rt" directory (eg /var/rt or /usr/local/rt) so for me I edited in /usr/local/rt/lib/RT/Interface/Web.pm find ############### Start Code Fragment sub WebExternalAutoInfo { my $user = shift; my %user_info; # default to making Privileged users, even if they specify # some other default Attributes if ( !$RT::AutoCreate || ( ref($RT::AutoCreate) && not exists $RT::AutoCreate->{Privileged} ) ) { $user_info{'Privileged'} = 1; } ############## End Code Fragment and add the line $user_info{'EmailAddress'} = "$user\@mycompany.com"; ############### Start Code Fragment sub WebExternalAutoInfo { my $user = shift; my %user_info; $user_info{'EmailAddress'} = "$user\@mycompany.com"; # default to making Privileged users, even if they specify # some other default Attributes if ( !$RT::AutoCreate || ( ref($RT::AutoCreate) && not exists $RT::AutoCreate->{Privileged} ) ) { $user_info{'Privileged'} = 1; } ############## End Code Fragment You may (?) also have to add $user_info{'Privileged'} = 0; along with $user_info{'EmailAddress'} = "$user\@mycompany.com"; if you want your newly-created user to be Unpriviliged, which is standard for RT SelfServe. I'm not sure what happens when you ask to autocreate priviliged (internal) users ... I believe in the case of RT_SiteConfig.pm to enable external authentication (like CAS or LDAP): Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); And now for each new user, the field 'EmailAddress'is populated with "$user at mycompany.com" Have fun with it, people! Duncan. ----- Original Message ----- > Hello, > > I am currently migrating from RT 3.4.5-2 (2006) on Fedora Core 4 to > RT 4.0.8 on Centos 6.2. The reasons are many, including aging > platform, move to virtualization etc. > > The new RT, like the old one, does external authentication through > CAS (Central Authentication Service). Basically users always > initiate a support request through the RT SelfServe website by > authenticating with single sign-on credentails (username, password). > > The system generates a new user the first time the user logs in > populates the "Identity" Username and "Unix login" Username from > their login credentials. On the old system, loggin in for the first > time also autogenerates an email by concatenating the "Identity" > with the email domain suffix ("@mydomain.com"). > > So for example, person with ID newuser, logs in for the first time, > and their Email field is populated with "newuser at mydomain.com", and > nothing needs to be done from my end. > > For some reason, it does not do this on the new system. I seem to > recall some 7 years ago adding a hack to set this autocreation of > the email field using the username. I have searched but can't find > anything and searched through the code to see where/how it was > implemented, but I am at a loss. > > Does anyone know how this is done in RT 4.x? Other than putting it in > manually, I haven't been able to figure out how to do this. Thanks > in advance. > > > > -- Regards, Duncan. ----------------------------------------------------------------------- Duncan Napier duncan_napier at sfu.ca http://www.sfu.ca/~dgnapier/ IT & Instrumentation Consultant Dept of Molecular Biology and Biochemistry Simon Fraser University "It takes ten years to become good at being a kid. Then another ten years to become good at not being a kid" - Larry Wall. From rt-users at thefreecat.org Tue Jun 11 05:24:54 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Tue, 11 Jun 2013 11:24:54 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51B5F829.4030301@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> Message-ID: <51B6ECE6.2030901@thefreecat.org> Ok, I did it and it seems to work like I want it to. There are still things that I don't understand but they might be related to my lack of Perl knowledge, for example : why can't I find the declaration for RT::User->new or RT::Ticket->new ? For the record I did this : use lib qw(/usr/share/request-tracker4/lib); use RT; use RT::Ticket; use RT::User; RT->LoadConfig(); RT->Init(); # 140 is my test user (the one I'm impersonating) my $User = RT::User->new(); $User->Load(140); die "User 140 not found" unless $User->id; # As I understand it, RT's $TicketObj->new expects a RT::User parameter # which will be the "CurrentUser" # This user must have rights to comment/correspond in the ticket's queue # Our system does not use queues to determine who can write/comment/... # It is rather based on (recursive) assets (organization/Administrative # entity/Site) so I take care of the ACL by myself. # I chose to give all permissions to all users in RT's queues. # I probably could have rather used : # $RT::Handle->BeginTransaction(); # $Ticket->_RecordNote(%args); # $RT::Handle->Commit(); # 3 is my test ticket my $Ticket = RT::Ticket->new( $User ); $Ticket->Load(3); die "Ticket 3 not found" unless $Ticket->id; $Ticket->Comment( Content => "This is a test" ); As a side note, the RT->Init() is very long, mainly because of RT::I18N->Init() Since I don't need internationalization, I copied what RT::Init does and commented out the I18N part : RT::CheckPerlRequirements(); RT::InitPluginPaths(); RT::ConnectToDatabase(); RT::InitSystemObjects(); RT::InitClasses(); RT::InitLogging(); RT::InitPlugins(); # RT::I18N->Init; RT->Config->PostLoadCheck; Hope this helps. I'd be glad to create a wiki page describing this but I'm not too confident in my understanding of how RT core works. However, if someone validates it, I'll do it. Thanks again to those who helped. From g.mason at fairfx.com Tue Jun 11 05:33:22 2013 From: g.mason at fairfx.com (Gary Mason) Date: Tue, 11 Jun 2013 10:33:22 +0100 Subject: [rt-users] Some searches produce tickets with incorrect links Message-ID: <51B6EEE2.9090906@fairfx.com> Hi, I have successfully migrated my RT database from 3.6.7 to 4.0.7 on Debain Wheezy and Postgresql 9.2. Everything is looking good with the exception of the following problem I have found. If I do a search with the following criteria in the New Search query builder screen, then I get a results page that works fine - the links to tickets are formatted correctly. Queue = 'Abroad' AND Status = 'new' Each ticket has a link such as :- https://rt4.mydomain.com/Ticket/Display.html?id=324944 where clicking on it displayed the ticket information. If I now slightly amend the search to the following criteria: Queue = 'Abroad' AND ( Status = 'new' OR Status = 'open') then the results screen offers ticket results with an incorrect link :- https://rt4.mydomain.com/rt/Ticket/Display.html?id=324944 Note the extra "/rt" after the domain name. Clicking on these links goes to my page not found processing on nginx, ie back to the login page. Clicking on the Advanced menu bar link shows the format of the output, and each time, the '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); What is causing this issue with certain search criteria ? On previous tests with this particular setup, but without the migrated ticket information, these searches always worked fine. Hoping someone knows .. Gary From michael.obrien at globoforce.com Tue Jun 11 08:09:01 2013 From: michael.obrien at globoforce.com (globo) Date: Tue, 11 Jun 2013 05:09:01 -0700 (PDT) Subject: [rt-users] Change the Forward Template Message-ID: <1370952541324-54240.post@n7.nabble.com> Hi, Does anyone know if its possible to change the Forward template ? If I go to the Action Button and Select forward I enter a email address and the email get sent with a attachment with the ticket details I would like to remove the attachment and just have the details of the ticket attached. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-the-Forward-Template-tp54240.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Jun 11 08:27:44 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Jun 2013 16:27:44 +0400 Subject: [rt-users] Change the Forward Template In-Reply-To: <1370952541324-54240.post@n7.nabble.com> References: <1370952541324-54240.post@n7.nabble.com> Message-ID: Hi, To change what gets forwarded you should override forward action, not template. On Tue, Jun 11, 2013 at 4:09 PM, globo wrote: > Hi, > > Does anyone know if its possible to change the Forward template ? > > If I go to the Action Button and Select forward I enter a email address and > the email get sent with a attachment with the ticket details > > I would like to remove the attachment and just have the details of the > ticket attached. > > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Change-the-Forward-Template-tp54240.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.obrien at globoforce.com Tue Jun 11 08:38:50 2013 From: michael.obrien at globoforce.com (globo) Date: Tue, 11 Jun 2013 05:38:50 -0700 (PDT) Subject: [rt-users] Change the Forward Template In-Reply-To: References: <1370952541324-54240.post@n7.nabble.com> Message-ID: <1370954330938-54242.post@n7.nabble.com> Hi Ruslan, Could you send me on details of how to do this. Im abit of a newbie. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-the-Forward-Template-tp54240p54242.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Jun 11 11:48:02 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Jun 2013 19:48:02 +0400 Subject: [rt-users] For RTIR are scrips ran before plugins? (namely lib/RT/Action/RTIR_FindIP.pm) In-Reply-To: References: Message-ID: On Tue, Jun 11, 2013 at 1:05 AM, Landon wrote: > On 6 June 2013 15:36, Landon wrote: > >> On 6 June 2013 13:23, Ruslan Zakirov wrote: >> >>> yes, use SQL to check: >>> >>> select Description from Scrips order by Description; >>> >>> [RTIR] prefix is also accounted, so you have to know where DB places it >>> while sorting. >>> >> >> Thank you that makes sense. I still have a bit of an issue with the >> order of things. If I use "On Create" as the condition the scrip fires >> earlier than the order by Description and there are no IP addresses in the >> custom field at that point. If I use a User Defined condition the IP >> address custom field is already populated by that time. The problem with >> using a User Defined condition is that it has the potential to fire more >> than once if I base it on something to do with the ticket that might happen >> more than once in the ticket's life. I only want to do this process once >> on the original content of the ticket so On Create makes the most sense. >> >> Any idea how I can get a condition that that will only fire once per >> ticket on creation or otherwise but going by the order of scrips that >> indicated by the SQL query? >> > > If anyone has any information on this I would appreciate it. Basically I'm > looking for a condition that *only* fires once per ticket creation but late > enough in the ticket creation process that all the custom fields have > already been updated by RTIR built-in scrips (ie. ticket already commited > to database?). > http://requesttracker.wikia.com/wiki/CustomConditionSnippets#When_Custom_Field_.27X.27_is_set_to_.27A.27 > > -- > Landon Stewart > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.obrien at globoforce.com Tue Jun 11 12:12:12 2013 From: michael.obrien at globoforce.com (globo) Date: Tue, 11 Jun 2013 09:12:12 -0700 (PDT) Subject: [rt-users] Add Attachments to Custom Template Message-ID: <1370967132002-54247.post@n7.nabble.com> Hi, I have a template that emails a group when a ticket changes queue with the details of the request. I need to add the attachments to the email, but I cant figure out whats required to add the attachments. ------------------------------- Condition : On Queue Change Action : Notify Other Recipients Template : "My Template Name" Stage : Transaction Create ---------------------------------- Template - "My Template Name" -------------------------------------------------------- To: { my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("My Group"); $group->MemberEmailAddressesAsString; } {$Ticket->Transactions->First->Content()} --------------------------------------------- Anyone have a script that adds attachments ? Any help much appreciated. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Attachments-to-Custom-Template-tp54247.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Tue Jun 11 12:16:20 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 11 Jun 2013 20:16:20 +0400 Subject: [rt-users] Add Attachments to Custom Template In-Reply-To: <1370967132002-54247.post@n7.nabble.com> References: <1370967132002-54247.post@n7.nabble.com> Message-ID: Have you seen the following? http://requesttracker.wikia.com/wiki/Template#Attaching_original_attachments_to_the_mail On Tue, Jun 11, 2013 at 8:12 PM, globo wrote: > Hi, > > I have a template that emails a group when a ticket changes queue with the > details of the request. I need to add the attachments to the email, but I > cant figure out whats required to add the attachments. > > > ------------------------------- > > Condition : On Queue Change > Action : Notify Other Recipients > Template : "My Template Name" > Stage : Transaction Create > > ---------------------------------- > > > Template - "My Template Name" > -------------------------------------------------------- > > To: { my $group = RT::Group->new( $RT::SystemUser ); > $group->LoadUserDefinedGroup("My Group"); > $group->MemberEmailAddressesAsString; } > > {$Ticket->Transactions->First->Content()} > > --------------------------------------------- > > Anyone have a script that adds attachments ? > > Any help much appreciated. > > > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Attachments-to-Custom-Template-tp54247.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.obrien at globoforce.com Tue Jun 11 14:58:18 2013 From: michael.obrien at globoforce.com (globo) Date: Tue, 11 Jun 2013 11:58:18 -0700 (PDT) Subject: [rt-users] Add Attachments to Custom Template In-Reply-To: References: <1370967132002-54247.post@n7.nabble.com> Message-ID: <1370977098681-54251.post@n7.nabble.com> thanks Ruslan for the link. I made the changes and now I get the images as [cid:image001.jpg at 018998C2.1ErttE250] in the email notifications. Is there anyway to get the images to attached to the email or to get the image to display correctly ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Attachments-to-Custom-Template-tp54247p54251.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aharrison at gmail.com Tue Jun 11 15:37:30 2013 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 11 Jun 2013 15:37:30 -0400 Subject: [rt-users] Custom Field search - dynamically modify query string Message-ID: This seems rather unlikely, but I wanted to ask just in case someone knows a simple way this could be done. I have a custom field containing mac address values and I store them without the : colon characters. Is there a simple way, (maybe a callback or _Local overlay or something), where I could make it so that if someone tries to search by that custom mac address field, that I strip out any colons before performing the search? Thanks, -- Andy Harrison public key: 0x67518262 From romain.pelissier at bell.ca Tue Jun 11 15:57:00 2013 From: romain.pelissier at bell.ca (romain.pelissier at bell.ca) Date: Tue, 11 Jun 2013 15:57:00 -0400 Subject: [rt-users] RT MAX TICKET ID Message-ID: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> Hi, Maybe that sound as a stupid question but can you tell me what is the MAX value for a ticket ID? Is there a end-of-the-world ticket id limit? I have been asked for this question and pretty sure that at 100000 it will still works but can find a way to confirm this. If anyone can tell me it will be greatly appreciated. Thanks! Romain Pelissier From ktm at rice.edu Tue Jun 11 16:16:23 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 11 Jun 2013 15:16:23 -0500 Subject: [rt-users] RT MAX TICKET ID In-Reply-To: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> References: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> Message-ID: <20130611201623.GA32572@aart.rice.edu> On Tue, Jun 11, 2013 at 03:57:00PM -0400, romain.pelissier at bell.ca wrote: > Hi, > Maybe that sound as a stupid question but can you tell me what is the MAX value for a ticket ID? Is there a end-of-the-world ticket id limit? > I have been asked for this question and pretty sure that at 100000 it will still works but can find a way to confirm this. > If anyone can tell me it will be greatly appreciated. > Thanks! > > Romain Pelissier Hi Romain, According to the DB schema for PostgreSQL the ticket ID is defined to be an integer which in SQL has a maximum of (2^31 - 1) which is the max. You would need to log a lot of tickets to reach that. I do not know if there are coding assumptions within RT that would preclude increasing that to a bigint with a max of (2^63 -1). Cheers, Ken From hiro24 at gmail.com Tue Jun 11 16:32:11 2013 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 11 Jun 2013 16:32:11 -0400 Subject: [rt-users] Any way to automatically bulk generate tickets? Message-ID: I have a rather unique situation here. Without going into background, I need to make a couple thousand RT tickets. There's not alot of information... name, phone number, address, etc etc. I was wondering if there was some way I could dump this into either a text file or a spreadsheet, and then run it through RT and generate new tickets based on that data. Does anybody have any ideas on if this is possible, or know of any extensions that might work? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jun 11 16:38:37 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 11 Jun 2013 15:38:37 -0500 Subject: [rt-users] Any way to automatically bulk generate tickets? In-Reply-To: References: Message-ID: <20130611203837.GB32572@aart.rice.edu> On Tue, Jun 11, 2013 at 04:32:11PM -0400, Chris Hall wrote: > I have a rather unique situation here. Without going into background, I > need to make a couple thousand RT tickets. There's not alot of > information... name, phone number, address, etc etc. I was wondering if > there was some way I could dump this into either a text file or a > spreadsheet, and then run it through RT and generate new tickets based on > that data. Does anybody have any ideas on if this is possible, or know of > any extensions that might work? Hi Chris, Take a look at Tools->Offline. You can submit a correctly formatted text file and create multiple tickets. Just figure out the template for 1 and then create as many as you wish. I had no issues using it for several thousand tickets at a time. Regards, Ken From ram0502 at gmail.com Tue Jun 11 16:42:46 2013 From: ram0502 at gmail.com (Ram) Date: Tue, 11 Jun 2013 13:42:46 -0700 Subject: [rt-users] REST vs GUI: huge performance diference Message-ID: Hey folks. I'm using rt 4.02 via REST and I noticed a surprising difference in performance between using the RT web GUI where a certain query takes less than one second and the RT command line where the same query takes close to four seconds. rt ls 'requestor=someuser at example.com' (takes 3+ seconds) rt web UI quick search for someuser at example.com (takes < 1 second) That user has 133 tickets. If I do this for a user with 6 tickets then both methods are essentially instant. What's going on here? thanks! ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 11 17:10:56 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 11 Jun 2013 14:10:56 -0700 Subject: [rt-users] REST vs GUI: huge performance diference In-Reply-To: References: Message-ID: <51B79260.30309@bestpractical.com> On 06/11/2013 01:42 PM, Ram wrote: > Hey folks. I'm using rt 4.02 via REST and I noticed a surprising > difference in performance between using the RT web GUI where a certain > query takes less than one second and the RT command line where the same > query takes close to four seconds. > > rt ls 'requestor=someuser at example.com ' > (takes 3+ seconds) > rt web UI quick search for someuser at example.com > (takes < 1 second) > > That user has 133 tickets. If I do this for a user with 6 tickets then > both methods are essentially instant. > > What's going on here? Allow me to paste from #rt: 14:00 <@trs> ram: the quick search on the web automatically limits to active statuses. 14:00 <@trs> ram: `rt ls` doesn't if you specify a query 14:00 <@trs> try `rt ls 'requestor=someuser at example.com and (status=new or status=open or status=stalled)'` 14:00 <@trs> or similar Please wait a reasonable time for a response before asking in multiple mediums. From jlucas at eagleinvsys.com Tue Jun 11 17:17:55 2013 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Tue, 11 Jun 2013 21:17:55 +0000 Subject: [rt-users] Exporting ticket info including CFs, history and attachments Message-ID: <6902D33CE5605F4686357C0004115567D7CC5ED4@eaglembx02> Hello folks. I am looking to export RT ticket info to a comma or tab-delimited file. Another output format would be acceptable, if necessary. Currently, I select all tickets with ticket ID less than 100000 (we only have ~25000 tickets so that should get all of them) in the query builder page and include all columns. What is missing is custom field data as well as ticket history and attachments. Would greatly appreciate if someone could provide guidance around capturing all ticket info in the output file. Thank you. -Jeff From bwiese at ElementPS.com Tue Jun 11 19:04:33 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 11 Jun 2013 23:04:33 +0000 Subject: [rt-users] FW: Cloning an existing ticket Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E37A77761@phxmain-exmbx10> > On Mon, Jun 03, 2013 at 09:52:24PM +0000, Brent Wiese wrote: > > I'm running RT 4.0.10. > > > > I tried installing rt-extension-cloneticket-withdata. It looks > like that hasn't been updated > > in a while - not since rt 4 anyways. > > > > When I try cloning a ticket, I get: > > > > RT: Not an ARRAY reference at > > /opt/rt4/local/plugins/RT-Extension-CloneTicket- > WithData/html/Ticket/Clone/index.html line > > 183.#012#012Stack:#012 > > [/opt/rt4/local/plugins/RT-Extension-CloneTicket- > WithData/html/Ticket/Clone/index.html:183]#012 > > [/opt/rt4/share/html/Ticket/autohandler:66]#012 > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]#012 > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]#012 > [/opt/rt4/share/html/autohandler:53] > > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > > > Yep - that's a change between 3.8 and 4.0. > > The Queue cache is stored in $session{$cache_key}{queues} rather than > directly under the cache key. Should be a simple enough change to the > module to get past that error. If that fixes it for you, send a pull > request? > > -kevin Made the above change (think it was in 4 places) in the index.html file (only one I found with that line) and now I get: [Tue Jun 11 22:59:49 2013] [error]: could not find component for path '/Ticket/Elements/Tabs' Stack: [/opt/rt4/local/plugins/RT-Extension-CloneTicket-WithData/html/Ticket/Clone/index.html:50] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) That path is actually to a Callbacks file included with the plugin, which appears to function since it's what adds the "clone" link to the ticket, which is there, because I get the error after clicking it. Any ideas? This is beyond my programming level. If it's not a quick fix, I'll probably have to ditch it (or hope the original author sees this and updates the module). Thanks! From elacour at easter-eggs.com Wed Jun 12 03:33:27 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 12 Jun 2013 09:33:27 +0200 Subject: [rt-users] RT MAX TICKET ID In-Reply-To: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> References: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> Message-ID: <20130612073327.GA6056@easter-eggs.com> On Tue, Jun 11, 2013 at 03:57:00PM -0400, romain.pelissier at bell.ca wrote: > Hi, > Maybe that sound as a stupid question but can you tell me what is the MAX value for a ticket ID? Is there a end-of-the-world ticket id limit? > I have been asked for this question and pretty sure that at 100000 it will still works but can find a way to confirm this. > If anyone can tell me it will be greatly appreciated. > I have instances with 300K tickets. And there is someone on this list that send a setup around 1M tickets ;) So don't worry ...yet ;) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Jun 12 03:46:33 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 12 Jun 2013 09:46:33 +0200 Subject: [rt-users] Exporting ticket info including CFs, history and attachments In-Reply-To: <6902D33CE5605F4686357C0004115567D7CC5ED4@eaglembx02> References: <6902D33CE5605F4686357C0004115567D7CC5ED4@eaglembx02> Message-ID: <20130612074633.GB6056@easter-eggs.com> On Tue, Jun 11, 2013 at 09:17:55PM +0000, Jeff Lucas wrote: > Hello folks. > > I am looking to export RT ticket info to a comma or tab-delimited file. Another output format would be acceptable, if necessary. > > Currently, I select all tickets with ticket ID less than 100000 (we only have ~25000 tickets so that should get all of them) in the query builder page and include all columns. What is missing is custom field data as well as ticket history and attachments. > > Would greatly appreciate if someone could provide guidance around capturing all ticket info in the output file. > Here is a script I made (for 3.6.x, but should almost work with recent RT) to export tickets and history as xls (and xml) file. Attachments are exported in a directory per ticket. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -------------- next part -------------- A non-text attachment was scrubbed... Name: rt2xls.pl Type: text/x-perl Size: 7629 bytes Desc: not available URL: From torsten.brumm at Kuehne-Nagel.com Wed Jun 12 04:43:16 2013 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Wed, 12 Jun 2013 08:43:16 +0000 Subject: [rt-users] RT MAX TICKET ID In-Reply-To: <20130612073327.GA6056@easter-eggs.com> References: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> <20130612073327.GA6056@easter-eggs.com> Message-ID: <524815224EA2F649982D6A7BCD53BDFE215AC7BB@DCEEXMBX04.ger.win.int.kn> Correct me if i'm wrong, but the Tickets id Field is int(11), this means: 99999999999 -> 99.999.999.999 should be enough for this first time Btw, we do around 1.000.000 Tks per week and still far away from this counter ;-) torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Emmanuel Lacour Gesendet: Mittwoch, 12. Juni 2013 09:33 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] RT MAX TICKET ID On Tue, Jun 11, 2013 at 03:57:00PM -0400, romain.pelissier at bell.ca wrote: > Hi, > Maybe that sound as a stupid question but can you tell me what is the MAX value for a ticket ID? Is there a end-of-the-world ticket id limit? > I have been asked for this question and pretty sure that at 100000 it will still works but can find a way to confirm this. > If anyone can tell me it will be greatly appreciated. > I have instances with 300K tickets. And there is someone on this list that send a setup around 1M tickets ;) So don't worry ...yet ;) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -- RT Training in Seattle, June 19-20: http://bestpractical.com/training K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt From torsten.brumm at Kuehne-Nagel.com Wed Jun 12 04:45:18 2013 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Wed, 12 Jun 2013 08:45:18 +0000 Subject: [rt-users] FW: Cloning an existing ticket In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E37A77761@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E37A77761@phxmain-exmbx10> Message-ID: <524815224EA2F649982D6A7BCD53BDFE215AC7D4@DCEEXMBX04.ger.win.int.kn> Hi Brent, if you are under RT 4, I think this: [Tue Jun 11 22:59:49 2013] [error]: could not find component for path '/Ticket/Elements/Tabs' have to do with changed from Tabs to Privileged This is was written for RT 3.6 or 3.8 Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brent Wiese Gesendet: Mittwoch, 12. Juni 2013 01:05 An: rt-users at lists.bestpractical.com Betreff: [rt-users] FW: Cloning an existing ticket > On Mon, Jun 03, 2013 at 09:52:24PM +0000, Brent Wiese wrote: > > I'm running RT 4.0.10. > > > > I tried installing rt-extension-cloneticket-withdata. It looks > like that hasn't been updated > > in a while - not since rt 4 anyways. > > > > When I try cloning a ticket, I get: > > > > RT: Not an ARRAY reference at > > /opt/rt4/local/plugins/RT-Extension-CloneTicket- > WithData/html/Ticket/Clone/index.html line > > 183.#012#012Stack:#012 > > [/opt/rt4/local/plugins/RT-Extension-CloneTicket- > WithData/html/Ticket/Clone/index.html:183]#012 > > [/opt/rt4/share/html/Ticket/autohandler:66]#012 > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]#012 > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]#012 > [/opt/rt4/share/html/autohandler:53] > > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > > > Yep - that's a change between 3.8 and 4.0. > > The Queue cache is stored in $session{$cache_key}{queues} rather than > directly under the cache key. Should be a simple enough change to the > module to get past that error. If that fixes it for you, send a pull > request? > > -kevin Made the above change (think it was in 4 places) in the index.html file (only one I found with that line) and now I get: [Tue Jun 11 22:59:49 2013] [error]: could not find component for path '/Ticket/Elements/Tabs' Stack: [/opt/rt4/local/plugins/RT-Extension-CloneTicket-WithData/html/Ticket/Clone/index.html:50] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) That path is actually to a Callbacks file included with the plugin, which appears to function since it's what adds the "clone" link to the ticket, which is there, because I get the error after clicking it. Any ideas? This is beyond my programming level. If it's not a quick fix, I'll probably have to ditch it (or hope the original author sees this and updates the module). Thanks! -- RT Training in Seattle, June 19-20: http://bestpractical.com/training K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt From ruz at bestpractical.com Wed Jun 12 06:50:11 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Jun 2013 14:50:11 +0400 Subject: [rt-users] RT MAX TICKET ID In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE215AC7BB@DCEEXMBX04.ger.win.int.kn> References: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> <20130612073327.GA6056@easter-eggs.com> <524815224EA2F649982D6A7BCD53BDFE215AC7BB@DCEEXMBX04.ger.win.int.kn> Message-ID: Hi, Emmanuel is correct. I don't see any problems in switching id column to 64bit integer type, use perl with 64bit integers and you get 9,223,372,036,854,775,807 as max value. For 32bit integer you get 2,147,483,647. On Wed, Jun 12, 2013 at 12:43 PM, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID wrote: > Correct me if i'm wrong, but the Tickets id Field is int(11), this means: > 99999999999 -> 99.999.999.999 should be enough for this first time > > Btw, we do around 1.000.000 Tks per week and still far away from this > counter ;-) > > torsten > > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] Im Auftrag von Emmanuel Lacour > Gesendet: Mittwoch, 12. Juni 2013 09:33 > An: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] RT MAX TICKET ID > > On Tue, Jun 11, 2013 at 03:57:00PM -0400, romain.pelissier at bell.ca wrote: > > Hi, > > Maybe that sound as a stupid question but can you tell me what is the > MAX value for a ticket ID? Is there a end-of-the-world ticket id limit? > > I have been asked for this question and pretty sure that at 100000 it > will still works but can find a way to confirm this. > > If anyone can tell me it will be greatly appreciated. > > > > I have instances with 300K tickets. And there is someone on this list that > send a setup around 1M tickets ;) > > So don't worry ...yet ;) > > -- > Easter-eggs Sp?cialiste GNU/Linux > 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 > mailto:elacour at easter-eggs.com - http://www.easter-eggs.com > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik > K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, > Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, > Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ephemeric at gmail.com Wed Jun 12 09:10:17 2013 From: ephemeric at gmail.com (Robert Gabriel) Date: Wed, 12 Jun 2013 15:10:17 +0200 Subject: [rt-users] Export Missing Fields Break Tabs Message-ID: Greetz, We have RT 4.0.11 which we love using, thank you. When we do a search from the CLI like so: #shell /opt/rt4/bin/rt ls -o Queue -t ticket -q CoT,GDF,NCPG "(Status = new OR Status = received OR Status = assigned \ OR Status = locating OR Status = offline OR Status = user_leave OR Status = user_busy OR Status = user_away \ OR Status = attending OR Status = soc_confrm OR Status = seclvl_res)" \ -f id,status,queue,subject,CF-Virus Detected,CF-Host IP,CF-Location,CF-Domain,CF-Number of events past 7 days, \ CF-Actual Error,CF-Affected User,CF-Pattern,CF-Resolved By,CF-Source Type,CF-System Type \ >report.txt #shell upon importing report.txt into a spreadsheet several rows are broken. It looks like the ticket in question is imported across several rows with fields being aligned far left. If we do a spreadsheet from the feed in RT it's all good. Are there any solutions/workarounds for this? Could control characters in our tickets be causing problems? Are there any major differences between feed spreadsheets and CLI output? Looking at the CLI I don't see any export *.csv options. Thank you in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Wed Jun 12 09:15:41 2013 From: g.mason at fairfx.com (Gary Mason) Date: Wed, 12 Jun 2013 14:15:41 +0100 Subject: [rt-users] Tickets created by junk mail Message-ID: <51B8747D.9020904@fairfx.com> Hi, I was wondering what people on here think of being the best way to handle tickets automatically created by incoming junk mail. We get more than a fair few tickets created like this, and our support desk manager would like to be able to highlight these in some way so he can sort out his stats each week. He suggested using an extra status of "Junk", so that reporting can easily pick these out and ignore them if required. I guess a custom field could also be used somehow, but I'm not familiar enough with RT yet to offer that as a sensible suggestion. What do others on here do with tickets created by junk emails ? Thanks, Gary From elacour at easter-eggs.com Wed Jun 12 09:23:28 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 12 Jun 2013 15:23:28 +0200 Subject: [rt-users] Tickets created by junk mail In-Reply-To: <51B8747D.9020904@fairfx.com> References: <51B8747D.9020904@fairfx.com> Message-ID: <20130612132328.GJ6056@easter-eggs.com> On Wed, Jun 12, 2013 at 02:15:41PM +0100, Gary Mason wrote: > Hi, > > I was wondering what people on here think of being the best way to > handle tickets automatically created by incoming junk mail. > > We get more than a fair few tickets created like this, and our > support desk manager would like to be able to highlight these in > some way so he can sort out his stats each week. > > He suggested using an extra status of "Junk", so that reporting can > easily pick these out and ignore them if required. > that's a working way, put some spam protection in your mta, add a "Junk" status (inactive status), then: - have a cron that find junk tickets, extract original email and submit it at you spam protection learning. You should also find some non-junk tickets to learn your spam protection with good emails - once processed, shred those tickets here is an example of a script I made for spamassassin. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-sa-learn.pl Type: text/x-perl Size: 4845 bytes Desc: not available URL: From SJC at qvii.com Wed Jun 12 09:34:56 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 12 Jun 2013 09:34:56 -0400 Subject: [rt-users] Tickets created by junk mail References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312B5E60D@valkyrie.ogp.qvii.com> Have you checked out this extension yet? http://search.cpan.org/dist/RT-Extension-ReportSpam/lib/RT/Extension/Rep ortSpam.pm This coupled with an rt-crontool job might be what you're looking for. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com From lukasz.wasko at interia.pl Wed Jun 12 10:22:16 2013 From: lukasz.wasko at interia.pl (Wasko Lukasz) Date: Wed, 12 Jun 2013 16:22:16 +0200 Subject: [rt-users] Short URL for saved searches Message-ID: Hi, is there any chances for short url linking to saved searches? I just created excel web based query but the URLs created by Search Builder are too long (over 500 characters). The maximum is 200. I have got work around: * save search for group * create dashboard * link saved search to dashbard * short URL: http://tickets.interianie/Dashboards/9934 ..but this is more complicated. Any suggestions? Thanks! From lukasz.wasko at interia.pl Wed Jun 12 10:28:07 2013 From: lukasz.wasko at interia.pl (Wasko Lukasz) Date: Wed, 12 Jun 2013 16:28:07 +0200 Subject: [rt-users] Short URL for saved searches Message-ID: Hi, is there any chances for short url linking to saved searches? I just created excel web based query but the URLs created by Search Builder are too long (over 500 characters). The maximum is 200. I have got work around: * save search for group * create dashboard * link saved search to dashbard * short URL: http://tickets.interianie/Dashboards/9934 ..but this is more complicated. Any suggestions? Thanks! From trs at bestpractical.com Wed Jun 12 12:34:50 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 12 Jun 2013 09:34:50 -0700 Subject: [rt-users] Export Missing Fields Break Tabs In-Reply-To: References: Message-ID: <51B8A32A.1010103@bestpractical.com> On 06/12/2013 06:10 AM, Robert Gabriel wrote: > Are there any major differences between feed spreadsheets and CLI output? Yes, the CLI output does not attempt to be importable by a spreadsheet. From ruz at bestpractical.com Wed Jun 12 12:41:13 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 12 Jun 2013 20:41:13 +0400 Subject: [rt-users] Custom Field search - dynamically modify query string In-Reply-To: References: Message-ID: Hi, You can wrap _CustomFieldLimit in lib/RT/Tickets.pm, but don't forget to update link in %dispatch. On Tue, Jun 11, 2013 at 11:37 PM, Andy Harrison wrote: > This seems rather unlikely, but I wanted to ask just in case someone > knows a simple way this could be done. > > I have a custom field containing mac address values and I store them > without the : colon characters. Is there a simple way, (maybe a > callback or _Local overlay or something), where I could make it so > that if someone tries to search by that custom mac address field, that > I strip out any colons before performing the search? > > Thanks, > > > -- > Andy Harrison > public key: 0x67518262 > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ephemeric at gmail.com Wed Jun 12 12:44:03 2013 From: ephemeric at gmail.com (Robert Gabriel) Date: Wed, 12 Jun 2013 18:44:03 +0200 Subject: [rt-users] Export Missing Fields Break Tabs In-Reply-To: <51B8A32A.1010103@bestpractical.com> References: <51B8A32A.1010103@bestpractical.com> Message-ID: On 12 June 2013 18:34, Thomas Sibley wrote: > On 06/12/2013 06:10 AM, Robert Gabriel wrote: > > Are there any major differences between feed spreadsheets and CLI output? > > Yes, the CLI output does not attempt to be importable by a spreadsheet. Thank you, I'll use that as an authoritative argument with my colleagues. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jun 12 15:28:54 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 12 Jun 2013 15:28:54 -0400 Subject: [rt-users] [rt-announce] Security vulnerability in RT::Extension::MobileUI Message-ID: <1371065334.23031.1.camel@umgah.localdomain> Two of the May 2013 security vulnerabilities also affect the MobileUI extension, which provides a mobile interface for RT versions 3.8.x. The extension was merged with core RT starting in version 4.0.0, and the respective vulnerabilies in RT 4.0.0 to 4.0.12 were fixed by the May 2013 patches and RT 4.0.13. All versions of RT-Extension-MobileUI are vulnerable to cross-site scripting (XSS) via attachment filenames. The vector is difficult to exploit due to parsing requirements. This vulnerability is assigned CVE-2013-3736. All versions of RT-Extension-MobileUI create a limited session re-use vulnerability when using the file-based session store, Apache::Session::File, in addition to an older version of various non-core authentication extensions such as RT::Authen::ExternalAuth less than version 0.14. The extent of session re-use is limited to information leaks of certain user preferences and caches, such as queue names available for ticket creation. This vulnerability is assigned CVE-2013-3737. A new version of RT-Extension-MobileUI is available for download below. http://cpan.metacpan.org/authors/id/A/AL/ALEXMV/RT-Extension-MobileUI-1.04.tar.gz 3feaafcee94c857ac2875a5f5b5b30c4f2d64c23 RT-Extension-MobileUI-1.04.tar.gz The README in the tarball contains instructions for applying the patches. If you need help resolving this issue locally, we will provide discounted pricing for single-incident support; please contact us at sales at bestpractical.com for more information. -------------- 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 kjohnson at eclypse.org Wed Jun 12 16:46:29 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Wed, 12 Jun 2013 15:46:29 -0500 Subject: [rt-users] Assign Global Rights to Group? Message-ID: We find that the best way for us to manage user rights is to create a number of groups, assign global rights to the groups, and then assign users to the appropriate group. I'm trying to work out how to assign global rights to a group via a Perl script, but I'm not having much luck. A simple case might look something like this, I think: #!/usr/bin/perl use strict; use warnings; use lib "/usr/share/request-tracker4/lib"; use RT; RT::LoadConfig(); RT::Init(); use RT::Group; use RT::User; use RT::Principal; my ($group, $status, $msg); $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup( "Group2" ); die "couldn't load group" unless $group->id; print("SelfDescription : " . $group->SelfDescription() . "\n"); $group->GrantRight(Object => , Right => "CreateTicket"); This works up to and including the print. So the problem, of course, is that the GrantRight call is obviously incomplete. I haven't figured out what the Object should be. And maybe there is some additional work to set it up. Suggestions on where to get started to understand this? Ken From jrios at redescomm.com Wed Jun 12 17:50:01 2013 From: jrios at redescomm.com (jrios) Date: Wed, 12 Jun 2013 14:50:01 -0700 (PDT) Subject: [rt-users] Change template resolved for send more information to user Message-ID: <1371073801777-54279.post@n7.nabble.com> Hello I want change the template resolved. because i need send more information when resolved tickets. for example i want send the date started ticket and date resolved tickets this is new codec into the template Date start: {$Ticket->Started} Date resolved : {$Ticket->Resolved} The RT send the e-mail is ok , but I have a problem because RT copy the data information in UTC format into time base.... and my time is -4:30 UTC Question : How i can change the date format into the e-mail before the send thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-template-resolved-for-send-more-information-to-user-tp54279.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From oday at securingchange.org Wed Jun 12 18:30:23 2013 From: oday at securingchange.org (Oliver Day) Date: Wed, 12 Jun 2013 18:30:23 -0400 Subject: [rt-users] Decrypting messages with GPG Message-ID: I haven't found documentation that explains how to cache passwords that will allow mailgate to decrypt messages sent to RT. I've set the home directory to the default location and imported the appropriate keys. So I'm able to encrypt a message to a user and I'm able to decrypt that message and respond. But in the ticket itself the response I send back is displayed as "Message body not shown because it is not plain text." with a MIME type of "application/pgp-encrypted". I know about gpg-agent and I've even gone as far as launching gpg-agent as the user www-data (the user my webserver uses) but I'm unsure how to cache the keys into gpg-agent. Or is this approach completely wrong? Oliver Details of RT Installation: version: 4.0.7 OS: Debian Wheezy webserver: Apache2 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Jun 13 03:59:26 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 13 Jun 2013 09:59:26 +0200 Subject: [rt-users] Assign Global Rights to Group? In-Reply-To: References: Message-ID: <20130613075925.GA6641@easter-eggs.com> On Wed, Jun 12, 2013 at 03:46:29PM -0500, Ken Johnson wrote: > We find that the best way for us to manage user rights is to create a number > of groups, assign global rights to the groups, and then assign users to the > appropriate group. > > I'm trying to work out how to assign global rights to a group via a Perl > script, but I'm not having much luck. A simple case might look something > like this, I think: > > $group = RT::Group->new( $RT::SystemUser ); > $group->LoadUserDefinedGroup( "Group2" ); > die "couldn't load group" unless $group->id; > print("SelfDescription : " . $group->SelfDescription() . "\n"); > > > $group->GrantRight(Object => , Right => "CreateTicket"); > > This works up to and including the print. So the problem, of course, is > that the GrantRight call is obviously incomplete. I haven't figured out > what the Object should be. use: $group->PrincipalObj->GrantRight(Object => $RT::System, Right => "CreateTicket"); -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From alex.kucheryuk at eltoma-offshore.com Thu Jun 13 04:00:45 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Thu, 13 Jun 2013 11:00:45 +0300 Subject: [rt-users] CF - article - image as attachment - link values to Message-ID: <51B97C2D.1020901@eltoma-offshore.com> Hello! I am running RT 4.0.13 on Centos 6.3. I have configured CF for articles. Type of CF is "upload multiple images". When inserting article with that CF (for example, replying to ticket), only the name (of image) is inserted, not the image itself. I was thinking of bypassing that issue using embedded html (eg. ) and __CustomField__ . However, when inserting article into ticket reply, attribute "Link values to" of that CF seems to be completely ignored (plain value - name of the image - is inserted). Is it possible to take into account attribute "Link values to" when inserting article into ticket reply ? Alexander. From ruz at bestpractical.com Thu Jun 13 05:18:44 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Jun 2013 13:18:44 +0400 Subject: [rt-users] Decrypting messages with GPG In-Reply-To: References: Message-ID: On Thu, Jun 13, 2013 at 2:30 AM, Oliver Day wrote: > I haven't found documentation that explains how to cache passwords that > will allow mailgate to decrypt messages sent to RT. I've set the home > directory to the default location and imported the appropriate keys. So I'm > able to encrypt a message to a user and I'm able to decrypt that message > and respond. But in the ticket itself the response I send back is displayed > as "Message body not shown because it is not plain text." with a MIME type > of "application/pgp-encrypted". > > I know about gpg-agent and I've even gone as far as launching gpg-agent as > the user www-data (the user my webserver uses) but I'm unsure how to cache > the keys into gpg-agent. Or is this approach completely wrong? > You don't need gpg decryption in UI unless you're using encrypt attachments in DB option. Can you tell more about your problem? At least URL where you see encrypted content. > > Oliver > > Details of RT Installation: > version: 4.0.7 > OS: Debian Wheezy > webserver: Apache2 > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 13 05:58:14 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Jun 2013 13:58:14 +0400 Subject: [rt-users] CF - article - image as attachment - link values to In-Reply-To: <51B97C2D.1020901@eltoma-offshore.com> References: <51B97C2D.1020901@eltoma-offshore.com> Message-ID: On Thu, Jun 13, 2013 at 12:00 PM, Alexander Kucheryuk < alex.kucheryuk at eltoma-offshore.com> wrote: > Hello! > I am running RT 4.0.13 on Centos 6.3. > I have configured CF for articles. Type of CF is "upload multiple images". > When inserting article with that CF (for example, replying to ticket), only > the name (of image) is inserted, not the image itself. I was thinking of > bypassing that issue using embedded html (eg. ) and __CustomField__ . > However, when inserting article into ticket reply, attribute "Link values > to" of that CF seems to be completely ignored (plain value - name of the > image - is inserted). Is it possible to take into account attribute "Link > values to" when inserting article into ticket reply ? It would be good to have articles with images, but it's not implemented in any way. I think the easiest to implement approach would be to host images out RT and put tags into articles. However, any approach would need implementation. > Alexander. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/**training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From heracross77 at gmail.com Thu Jun 13 08:42:37 2013 From: heracross77 at gmail.com (Heracross77) Date: Thu, 13 Jun 2013 05:42:37 -0700 (PDT) Subject: [rt-users] RT_SiteConfig help Message-ID: <1371127356856-54285.post@n7.nabble.com> Hi! I'm pretty new to RT and i had to install it here at work. We will use it to manage the computer support request sent by our clients. I finished installing it, following the tutorial below: http://simonsmicrophone.com/2011/10/19/rt-4-debian-6-installation/ I'm using Debian Wheezy and RT 4.0.13, with apache2 and mysql. By now, I still didn't set it up, and I'm accessing RT at a Glance by 'localhost:8080' (I'm using the port 8080 here.) But, when I get to the RT at a Glance page, after login with root:password, I just can't access any of the menus avaiable, when I try to enter them, I'm taken to a page with this error msg: An internal RT error has occurred. Your administrator can find more details in RT's log files. My RT_SiteConfig has the following configurations: Set($rtname, 'rtlti.com'); Set($Organization, 'rtlti.com'); Set($CorrespondAddress, 'contato at rtlti.com'); Set($CommentAddress, 'contato at rtlti.com'); Set($DatabaseUser, 'root'); Set($DatabaseName, 'rtlti'); Set($Timezone, "America/Sao_Paulo"); Set($DatabaseType, "mysql"); Set($DatabasePassword, '---'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($WebBaseURL , "http://help.rtlti.com"); I wonder if you guys could give me some tips and good configuration to my RT files so I can start using it -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-SiteConfig-help-tp54285.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Thu Jun 13 08:57:27 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 13 Jun 2013 16:57:27 +0400 Subject: [rt-users] RT_SiteConfig help In-Reply-To: <1371127356856-54285.post@n7.nabble.com> References: <1371127356856-54285.post@n7.nabble.com> Message-ID: On Thu, Jun 13, 2013 at 4:42 PM, Heracross77 wrote: > > Set($WebBaseURL , "http://help.rtlti.com"); Where did you take an idea that you should set above instead of "Base configuration" [1]? [1] http://bestpractical.com/rt/docs/latest/RT_Config.html#Base-configuration Quote from the documentation for the option you set [2]: "Usually you don't want to set these ($WebBaseURL, $WebURL) options." [2] http://bestpractical.com/rt/docs/latest/RT_Config.html#WebBaseURL-WebURL -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From heracross77 at gmail.com Thu Jun 13 10:02:44 2013 From: heracross77 at gmail.com (Heracross77) Date: Thu, 13 Jun 2013 07:02:44 -0700 (PDT) Subject: [rt-users] RT_SiteConfig help In-Reply-To: References: <1371127356856-54285.post@n7.nabble.com> Message-ID: <1371132164597-54287.post@n7.nabble.com> But wich configuration can I use to at least start using RT at a Glance page whitout receiving "An internal RT error has occurred. Your administrator can find more details in RT's log files." error? I actually need a guide to configure RT and apache2 files after the instalation to use it in the most simple way. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-SiteConfig-help-tp54285p54287.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jrios at redescomm.com Thu Jun 13 10:40:09 2013 From: jrios at redescomm.com (jrios) Date: Thu, 13 Jun 2013 07:40:09 -0700 (PDT) Subject: [rt-users] RT_SiteConfig help In-Reply-To: <1371127356856-54285.post@n7.nabble.com> References: <1371127356856-54285.post@n7.nabble.com> Message-ID: <1371134409486-54288.post@n7.nabble.com> Hello I installed the RT in the server with port is 8081 ... for work only need change into the file /etc/request-tracker4/RT_SiteConfig.pm # # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://www.xxxxxxxx.com:8081"); /etc/init.d/apache2 restart good luck -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-SiteConfig-help-tp54285p54288.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jun 13 12:07:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jun 2013 12:07:43 -0400 Subject: [rt-users] Short URL for saved searches In-Reply-To: References: Message-ID: <20130613160743.GA1871@jibsheet.com> On Wed, Jun 12, 2013 at 04:28:07PM +0200, Wasko Lukasz wrote: > is there any chances for short url linking to saved searches? Short links have come up a few times, and wouldn't actually be too bad to implement, but we could never come up with a strong enough use-case to account for the time needed to implement. -kevin > I just created excel web based query but the URLs created by Search Builder > are too long (over 500 characters). The maximum is 200. > I have got work around: > * save search for group > * create dashboard > * link saved search to dashbard > * short URL: http://tickets.interianie/Dashboards/9934 > ..but this is more complicated. Any suggestions? Thanks! -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 13 12:10:38 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jun 2013 12:10:38 -0400 Subject: [rt-users] Change template resolved for send more information to user In-Reply-To: <1371073801777-54279.post@n7.nabble.com> References: <1371073801777-54279.post@n7.nabble.com> Message-ID: <20130613161038.GB1871@jibsheet.com> On Wed, Jun 12, 2013 at 02:50:01PM -0700, jrios wrote: > I want change the template resolved. because i need send more > information when resolved tickets. for example i want send the date started > ticket and date resolved tickets > > this is new codec into the template > > Date start: {$Ticket->Started} > > Date resolved : {$Ticket->Resolved} > > The RT send the e-mail is ok , but I have a problem because RT copy the > data information in UTC format into time base.... and my time is -4:30 UTC > > Question : How i can change the date format into the e-mail before the > send Started accesses the field in the database which is UTC. You likely want $Ticket->StartedObj->SomeMethod Pick the format you want from http://bestpractical.com/rt/docs/latest/RT/Date.html ->AsString is the easiest to use, but may not be what you want. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 13 12:14:37 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jun 2013 12:14:37 -0400 Subject: [rt-users] RT_SiteConfig help In-Reply-To: <1371132164597-54287.post@n7.nabble.com> Message-ID: <20130613161437.GC1871@jibsheet.com> On Thu, Jun 13, 2013 at 04:57:27PM +0400, Ruslan Zakirov wrote: > On Thu, Jun 13, 2013 at 4:42 PM, Heracross77 <[1]heracross77 at gmail.com> wrote: > > Set($WebBaseURL , "[2]http://help.rtlti.com"); > > Where did you take an idea that you should set above instead of "Base configuration" [1]?? > > http://bestpractical.com/rt/docs/latest/RT_Config.html#Base-configuration As Rus notes - you want to read the official RT docs, including the config docs he links to and http://bestpractical.com/rt/docs/latest/web_deployment.html and http://bestpractical.com/rt/docs/latest/README.html On Thu, Jun 13, 2013 at 07:02:44AM -0700, Heracross77 wrote: > But wich configuration can I use to at least start using RT at a Glance page > whitout receiving "An internal RT error has occurred. Your administrator can > find more details in RT's log files." error? You need to send the errors, from the logs, for us to be able to see what's going on. Without the errors, all we can do is point out problems in your configuration. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rt4 at kry.dk Thu Jun 13 12:40:23 2013 From: rt4 at kry.dk (rt4) Date: Thu, 13 Jun 2013 09:40:23 -0700 (PDT) Subject: [rt-users] Have to restart apache2 after reboot Message-ID: <1371141623281-54292.post@n7.nabble.com> I'm experiencing some peculiar behavior. After reboot, RT (4.0.13 with libapache2-mod-perl2 version 2.0.7-3) can't connect to database (postgresql 9.1). PG is up and running and I can connect to it from other clients. If I restart Apache2, then everything is ok. >From log: RT: DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: could not connect to server: Connection refused#012#011Is the server running on host "localhost" (127.0.0.1) and accepting#012#011TCP/IP connections on port 5432? at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 103. (/usr/local/share/perl/5.14.2/Carp.pm:102) Any idea what may be causing this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-to-restart-apache2-after-reboot-tp54292.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jun 13 12:52:16 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Jun 2013 12:52:16 -0400 Subject: [rt-users] Have to restart apache2 after reboot In-Reply-To: <1371141623281-54292.post@n7.nabble.com> References: <1371141623281-54292.post@n7.nabble.com> Message-ID: <20130613165216.GD1871@jibsheet.com> On Thu, Jun 13, 2013 at 09:40:23AM -0700, rt4 wrote: > I'm experiencing some peculiar behavior. After reboot, RT (4.0.13 with > libapache2-mod-perl2 version 2.0.7-3) > can't connect to database (postgresql 9.1). PG is up and running and I can > connect to it from other clients. > If I restart Apache2, then everything is ok. > > From log: > RT: DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: could not > connect to server: Connection refused#012#011Is the server running on host > "localhost" (127.0.0.1) and accepting#012#011TCP/IP connections on port > 5432? at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 103. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > > Any idea what may be causing this? Which init script runs first, Pg or Apache? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rt4 at kry.dk Thu Jun 13 13:08:21 2013 From: rt4 at kry.dk (rt4) Date: Thu, 13 Jun 2013 10:08:21 -0700 (PDT) Subject: [rt-users] Have to restart apache2 after reboot In-Reply-To: <20130613165216.GD1871@jibsheet.com> References: <1371141623281-54292.post@n7.nabble.com> <20130613165216.GD1871@jibsheet.com> Message-ID: <1371143301115-54294.post@n7.nabble.com> S18apache2 and S19postgresql. Changed postgresql to S17, but that didn't fix it. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-to-restart-apache2-after-reboot-tp54292p54294.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jborissr at gmail.com Thu Jun 13 13:10:08 2013 From: jborissr at gmail.com (john boris) Date: Thu, 13 Jun 2013 13:10:08 -0400 Subject: [rt-users] Extracting file attachments from tickets Message-ID: We use our rt3.6.6 instance to store reports from our system. Is there a way I can do an SQL against the database to extract these files without going into each ticket separatley? -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Thu Jun 13 13:23:10 2013 From: ram0502 at gmail.com (Ram) Date: Thu, 13 Jun 2013 10:23:10 -0700 Subject: [rt-users] REST vs GUI: huge performance diference Message-ID: After using a few tools suggested by Tom (MasonX::Profiler and then NYTProf) it looks to me like the issue imay be in share/html/REST/1.0/Forms/ticket/default and really relates to a difference in the default (fields) in GUI quick search compared to what the REST servicer does. By changing my query from (the CLI equivalent): rt ls "Requester.EmailAddress=someaddy at example.com" to rt ls -f Created, Status, LastUpdated, Subject "Requestor.EmailAddress=someaddy at example.com" I saw a round trip time reduction of over 70%. This change in request was enough to bring the performance of the REST interface within a reasonable range for my needs. Hope this helps. ram On 06/11/2013 01:42 PM, Ram wrote: > > Hey folks. I'm using rt 4.02 via REST and I noticed a surprising > > difference in performance between using the RT web GUI where a certain > > query takes less than one second and the RT command line where the same > > query takes close to four seconds. > > > > rt ls 'requestor=someuser at example.com ' > > (takes 3+ seconds) > > rt web UI quick search for someuser at example.com > > (takes < 1 second) > > > > That user has 133 tickets. If I do this for a user with 6 tickets then > > both methods are essentially instant. > > > > What's going on here? > > Allow me to paste from #rt: > > 14:00 <@trs> ram: the quick search on the web automatically limits to > active > statuses. > 14:00 <@trs> ram: `rt ls` doesn't if you specify a query > 14:00 <@trs> try `rt ls 'requestor=someuser at example.com and (status=new or > status=open or status=stalled)'` > 14:00 <@trs> or similar > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Thu Jun 13 13:38:06 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 13 Jun 2013 10:38:06 -0700 Subject: [rt-users] Can a scrip do a search like RT::Client::REST does? Message-ID: My scrip looks for currently open Incidents that are related to each of the IP addresses in CF.{IP} on an Incident Report. If it finds one it links the Incident Report to that Incident thus making it unnecessary for someone to do it manually later. This might be changed to CustomerID or something later. Anyway - The snippet from my scrip that I'd like to modify with something more native instead of using RT::Client::REST is the following. Is there a way to search for tickets without using RT::Client::REST? I've been reading through page after page but I'm not able to figure this one out. Is this the only way I'll be able to do it? It works but it logs itself in to RT via the web interface each time a new Incident Report comes in. use RT::Client::REST; use Error qw(:try); my $rturl = "http://".RT->Config->Get('WebDomain'); my $rt = RT::Client::REST->new( server => $rturl, timeout => 30 ); my $user = 'XXXXXX'; my $pass = 'XXxx11'; try { $rt->login(username => $user, password => $pass); } catch Exception::Class::Base with { die "problem logging in: ", shift->message; }; my $ips = $self->TicketObj->CustomFieldValues( 'IP' ); while ( my $ipobj = $ips->Next ) { my $ip = $ipobj->Content; $RT::Logger->critical("Searching for open incidents related to ".$ip."\n"); my $query = qq/Queue = 'Incidents' AND Status = 'open' AND CF.{IP} = '$ip'/; my @ids = $rt->search( type => 'ticket', query => $query, ); foreach my $id (@ids) { $RT::Logger->critical("Linking to existing Incident #".$id." for ".$ip."\n"); $self->TicketObj->AddLink( Type=>'MemberOf', Target=> $id ); } } -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Jun 13 13:44:46 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 13 Jun 2013 12:44:46 -0500 Subject: [rt-users] Can a scrip do a search like RT::Client::REST does? In-Reply-To: References: Message-ID: <20130613174446.GC16038@aart.rice.edu> On Thu, Jun 13, 2013 at 10:38:06AM -0700, Landon wrote: > My scrip looks for currently open Incidents that are related to each of the > IP addresses in CF.{IP} on an Incident Report. If it finds one it links > the Incident Report to that Incident thus making it unnecessary for someone > to do it manually later. This might be changed to CustomerID or something > later. > > Anyway - The snippet from my scrip that I'd like to modify with something > more native instead of using RT::Client::REST is the following. Is there a > way to search for tickets without using RT::Client::REST? I've been > reading through page after page but I'm not able to figure this one out. > Is this the only way I'll be able to do it? It works but it logs itself > in to RT via the web interface each time a new Incident Report comes in. > > use RT::Client::REST; > ... Hi Landon, I think you should be able to use RT::Search from your scrip directly. Check out the API docs. Cheers, Ken From landonstewart at gmail.com Thu Jun 13 13:52:07 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 13 Jun 2013 10:52:07 -0700 Subject: [rt-users] Can a scrip do a search like RT::Client::REST does? In-Reply-To: <20130613174446.GC16038@aart.rice.edu> References: <20130613174446.GC16038@aart.rice.edu> Message-ID: On 13 June 2013 10:44, ktm at rice.edu wrote: > > Hi Landon, > > I think you should be able to use RT::Search from your scrip directly. > Check out the API docs. > > Thanks Ken. The document I found was at http://bestpractical.com/rt/docs/4.0/RT/Search.html I don't know how to specify the query though? Maybe I'm looking at this wrong? I'm not really clear on what $arg is for here either. I thought it was a parameter, like maybe where one would specify the query, but in the information below under Argument it says it returns the optional argument associated with the search. I find most of the documentation for the API confusing like this actually. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Jun 13 14:05:30 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 13 Jun 2013 11:05:30 -0700 Subject: [rt-users] Can a scrip do a search like RT::Client::REST does? In-Reply-To: References: <20130613174446.GC16038@aart.rice.edu> Message-ID: <51BA09EA.8030701@bestpractical.com> On 06/13/2013 10:52 AM, Landon wrote: > Thanks Ken. The document I found was > at http://bestpractical.com/rt/docs/4.0/RT/Search.html You don't want RT::Search for this. You want to use the RT::Tickets class using the ->FromSQL method, which accepts TicketSQL. There are docs and plenty of examples in the RT source. From landonstewart at gmail.com Thu Jun 13 14:15:56 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 13 Jun 2013 11:15:56 -0700 Subject: [rt-users] Can a scrip do a search like RT::Client::REST does? In-Reply-To: <51BA09EA.8030701@bestpractical.com> References: <20130613174446.GC16038@aart.rice.edu> <51BA09EA.8030701@bestpractical.com> Message-ID: On 13 June 2013 11:05, Thomas Sibley wrote: > On 06/13/2013 10:52 AM, Landon wrote: > > Thanks Ken. The document I found was > > at http://bestpractical.com/rt/docs/4.0/RT/Search.html > > You don't want RT::Search for this. > > You want to use the RT::Tickets class using the ->FromSQL method, which > accepts TicketSQL. There are docs and plenty of examples in the RT source. > > Aah thank you! Quick example I found which helps a lot is as follows: my $tickets = RT::Tickets->new(RT->SystemUser); $tickets->FromSQL($tsql); while (my $t = $tickets->Next) { # do stuff with each ticket $t here print $t->Subject, "\n"; } -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Thu Jun 13 14:29:29 2013 From: landonstewart at gmail.com (Landon) Date: Thu, 13 Jun 2013 11:29:29 -0700 Subject: [rt-users] Can a scrip do a search like RT::Client::REST does? In-Reply-To: References: <20130613174446.GC16038@aart.rice.edu> <51BA09EA.8030701@bestpractical.com> Message-ID: . .. and in case anyone was curious the equivelent and much better looking code to the RT::Client::REST snippet I provided earlier is: my $ips = $self->TicketObj->CustomFieldValues( 'IP' ); while ( my $ipobj = $ips->Next ) { my $ip = $ipobj->Content; my $tsql = qq/Queue = 'Incidents' AND Status = 'open' AND CF.{IP} = '$ip'/; my $tickets = RT::Tickets->new(RT->SystemUser); $tickets->FromSQL($tsql); while (my $t = $tickets->Next) { $self->TicketObj->AddLink( Type=>'MemberOf', Target=> $t->id ); } } -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjohnson at eclypse.org Thu Jun 13 14:39:02 2013 From: kjohnson at eclypse.org (Ken Johnson) Date: Thu, 13 Jun 2013 13:39:02 -0500 Subject: [rt-users] Assign Global Rights to Group? In-Reply-To: <20130613075925.GA6641@easter-eggs.com> References: <20130613075925.GA6641@easter-eggs.com> Message-ID: On Wed, Jun 12, 2013 at 03:46:29PM -0500, Ken Johnson wrote: > We find that the best way for us to manage user rights is to create a > number of groups, assign global rights to the groups, and then assign > users to the appropriate group. > > I'm trying to work out how to assign global rights to a group via a > Perl script, but I'm not having much luck. A simple case might look > something like this, I think: > > $group = RT::Group->new( $RT::SystemUser ); > $group->LoadUserDefinedGroup( "Group2" ); die "couldn't load group" > unless $group->id; print("SelfDescription : " . > $group->SelfDescription() . "\n"); > > > $group->GrantRight(Object => , Right => "CreateTicket"); > > This works up to and including the print. So the problem, of course, > is that the GrantRight call is obviously incomplete. I haven't > figured out what the Object should be. Emmanuel Lacour wrote: use: $group->PrincipalObj->GrantRight(Object => $RT::System, Right => "CreateTicket"); ----- Thanks! So this works for me: #!/usr/bin/perl # # RT perl script # use strict; use warnings; use lib "/usr/share/request-tracker4/lib"; use RT; RT::LoadConfig(); RT::Init(); # # The command line looks like this: # ./grantRightToGroup.pl --rightname=CreateTicket --groupname=bedrock # use RT::Group; use Getopt::Long; use RT::Principal; use RT::System; my ($rightname, $groupname, $group); my ($status, $msg); GetOptions ( "rightname=s" => \$rightname, "groupname=s" => \$groupname ); # Load user defined(public) group $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup( $groupname ); die "couldn't load group" unless $group->id; # Grant a right to a group ($status, $msg) = $group->PrincipalObj->GrantRight(Object => $RT::System, Right => $rightname); die "problem $msg" unless $status; #-- Ken Johnson From romain.pelissier at bell.ca Thu Jun 13 14:56:02 2013 From: romain.pelissier at bell.ca (romain.pelissier at bell.ca) Date: Thu, 13 Jun 2013 14:56:02 -0400 Subject: [rt-users] RT MAX TICKET ID In-Reply-To: <20130611201623.GA32572@aart.rice.edu> References: <7B0942425E628C468907C3029A0F33E4B0CDB7D3@MBX16.bell.corp.bce.ca> <20130611201623.GA32572@aart.rice.edu> Message-ID: <7B0942425E628C468907C3029A0F33E4B0DD293C@MBX16.bell.corp.bce.ca> Hi, Thanks for the information :) Romain -----Message d'origine----- De?: ktm at rice.edu [mailto:ktm at rice.edu] Envoy??: 11 juin 2013 16:16 ??: Pelissier, Romain (6045822) Cc?: rt-users at lists.bestpractical.com Objet?: Re: [rt-users] RT MAX TICKET ID On Tue, Jun 11, 2013 at 03:57:00PM -0400, romain.pelissier at bell.ca wrote: > Hi, > Maybe that sound as a stupid question but can you tell me what is the MAX value for a ticket ID? Is there a end-of-the-world ticket id limit? > I have been asked for this question and pretty sure that at 100000 it will still works but can find a way to confirm this. > If anyone can tell me it will be greatly appreciated. > Thanks! > > Romain Pelissier Hi Romain, According to the DB schema for PostgreSQL the ticket ID is defined to be an integer which in SQL has a maximum of (2^31 - 1) which is the max. You would need to log a lot of tickets to reach that. I do not know if there are coding assumptions within RT that would preclude increasing that to a bigint with a max of (2^63 -1). Cheers, Ken From elacour at easter-eggs.com Thu Jun 13 15:17:14 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 13 Jun 2013 21:17:14 +0200 Subject: [rt-users] Extracting file attachments from tickets In-Reply-To: References: Message-ID: <51BA1ABA.7020109@easter-eggs.com> On 13/06/2013 19:10, john boris wrote: > We use our rt3.6.6 instance to store reports from our system. Is there a > way I can do an SQL against the database to extract these files without > going into each ticket separatley? > Look at this script for an example: http://git.home-dn.net/?p=manu/rt-scripts.git;a=blob_plain;f=rt2xls.pl;hb=HEAD From oday at securingchange.org Thu Jun 13 20:00:46 2013 From: oday at securingchange.org (o) Date: Thu, 13 Jun 2013 20:00:46 -0400 Subject: [rt-users] Decrypting messages with GPG In-Reply-To: References: Message-ID: <1371168046.4287.26.camel@scdesk.hastypastry.net> On Thu, 2013-06-13 at 13:18 +0400, Ruslan Zakirov wrote: > > > > On Thu, Jun 13, 2013 at 2:30 AM, Oliver Day > wrote: > I haven't found documentation that explains how to cache > passwords that will allow mailgate to decrypt messages sent to > RT. I've set the home directory to the default location and > imported the appropriate keys. So I'm able to encrypt a > message to a user and I'm able to decrypt that message and > respond. But in the ticket itself the response I send back is > displayed as "Message body not shown because it is not plain > text." with a MIME type of "application/pgp-encrypted". > > > I know about gpg-agent and I've even gone as far as launching > gpg-agent as the user www-data (the user my webserver uses) > but I'm unsure how to cache the keys into gpg-agent. Or is > this approach completely wrong? > > > You don't need gpg decryption in UI unless you're using encrypt > attachments in DB option. Can you tell more about your problem? At > least URL where you see encrypted content. Hi Ruslan, I will have sensitive information in the tickets I'll create so I'd like to encrypt the contents of the ticket. I created a test ticket, selected myself as the owner and selected "encrypt" in the options to encrypt it to my gpg key. An email was sent to me from the queue and I was able to decrypt the message, reply, and encrypt the response to the queue's public key. When I look at the history of the ticket (e.g. /rt/Ticket/History.html?id=31) the messages are encrypted and I'm unable to see the contents and the error messages are described in my previous email and in the screenshot attached. Is there documentation on how to enable encrypting the attachments in the DB? That sounds like an option I'd like as well. Oliver -------------- next part -------------- A non-text attachment was scrubbed... Name: Screenshot from 2013-06-13 19:43:24.png Type: image/png Size: 155153 bytes Desc: not available URL: From cloos at netcologne.de Fri Jun 14 02:11:48 2013 From: cloos at netcologne.de (Christian Loos) Date: Fri, 14 Jun 2013 08:11:48 +0200 Subject: [rt-users] Have to restart apache2 after reboot In-Reply-To: <1371143301115-54294.post@n7.nabble.com> References: <1371141623281-54292.post@n7.nabble.com> <20130613165216.GD1871@jibsheet.com> <1371143301115-54294.post@n7.nabble.com> Message-ID: <51BAB424.6040605@netcologne.de> Am 13.06.2013 19:08, schrieb rt4: > S18apache2 and S19postgresql. > > Changed postgresql to S17, but that didn't fix it. If your OS uses Upstart instead of SysV for Init scrips it isn't guarantied that PostgreSQL starts before Apache. In Debian they solved the problem with an RT Init scrips which defines the dependencies between the Database and the Webserver: http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob_plain;f=debian/request-tracker4.init Chris From asanka_gunasekera at yahoo.co.uk Fri Jun 14 03:50:44 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 14 Jun 2013 08:50:44 +0100 (BST) Subject: [rt-users] Disable user autocreation Message-ID: <1371196244.94525.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi, when ?I add some one as a watcher or if I cc a ticket to with a new email address a user account is getting created I need to stop this behaviour how can I do this I am using RT 4 Thanks and Best Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt4 at kry.dk Fri Jun 14 05:35:27 2013 From: rt4 at kry.dk (rt4) Date: Fri, 14 Jun 2013 02:35:27 -0700 (PDT) Subject: [rt-users] Have to restart apache2 after reboot In-Reply-To: <51BAB424.6040605@netcologne.de> References: <1371141623281-54292.post@n7.nabble.com> <20130613165216.GD1871@jibsheet.com> <1371143301115-54294.post@n7.nabble.com> <51BAB424.6040605@netcologne.de> Message-ID: <1371202527407-54309.post@n7.nabble.com> C. Loos wrote > If your OS uses Upstart instead of SysV for Init scrips it isn't > guarantied that PostgreSQL starts before Apache. > > In Debian they solved the problem with an RT Init scrips which defines > the dependencies between the Database and the Webserver: > http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob_plain;f=debian/request-tracker4.init I'm on Debian Wheezy (SysVinit). Thanks for the init-script. It should just run from rc3.d with a lower number than database and webserver? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-to-restart-apache2-after-reboot-tp54292p54309.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Robin.Weiss at brd.nrw.de Fri Jun 14 05:51:38 2013 From: Robin.Weiss at brd.nrw.de (Weiss, Robin) Date: Fri, 14 Jun 2013 09:51:38 +0000 Subject: [rt-users] "More About Requestor" - Rights problems Message-ID: <54B5608098738A4EA84E7659A8DDB8C20C25972F@WEGA.brd.nrw.de> Hi ! We are using RT 4.0.13 and we need more infos for the users, so we added Set($MoreAboutRequestorExtraInfo, " WorkPhone, Organization, Address1, Address2 "); in RT_SiteConfig. But normal privileged RT Users can only see WorkPhone and Organization in the ticketview. Only RT-Admins can see all items. So it seems this could be an rights problem and I changed temporarily the right to manage users for all privileged users. Then every privileged user could see all four requestor infos. But this is not a real solution. Is there a way to just grant the right to see user details for privileged users ? Any other ideas how I can solve this problem ? Thanks! Regards / Mit freundlichen Gr??en i.A. Robin Weiss IT-Systemadministration, Dezernat 14 Bezirksregierung D?sseldorf robin.weiss at brd.nrw.de +492114752932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From andy.law at roslin.ed.ac.uk Fri Jun 14 06:00:45 2013 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Fri, 14 Jun 2013 11:00:45 +0100 Subject: [rt-users] Scrips and Recipients panel Message-ID: <873C8D0A-8C50-4CA8-9696-769858181E4A@roslin.ed.ac.uk> Folks, Currently running 4.0.10 on Ubuntu. I've noticed that when I comment on tickets, I see the following at the bottom of the page in a Panel titled 'Scrips and Recipients' ------- Uncheck boxes to disable notifications to the listed recipients for this transaction only; persistent squelching is managed on thePeople page. On Comment Notify AdminCcs as Comment On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment On Comment Notify Other Recipients as Comment with template Correspondence ------- Trouble is, there are no check boxes to uncheck (or check). What's happening here and does it need fixing (either by me reconfiguring, fixing data or otherwise tweaking or by someone who knows more than I fixing the code)? Thanks in advance. Later, Andy -------- Yada, yada, yada... Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From michael.obrien at globoforce.com Fri Jun 14 06:12:33 2013 From: michael.obrien at globoforce.com (globo) Date: Fri, 14 Jun 2013 03:12:33 -0700 (PDT) Subject: [rt-users] Forwarding Request to External Address Message-ID: <1371204753622-54312.post@n7.nabble.com> Hi, I forward my requests to a external company. But when they reply the requester doesn't get the replies. I can get it working by using the "On Transaction" ( condition ) , is there any way to get it working with the "On Correspond" ( condition ) ? Any help much appreciated. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Forwarding-Request-to-External-Address-tp54312.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pavel.sidlo at linuxbox.cz Fri Jun 14 07:23:45 2013 From: pavel.sidlo at linuxbox.cz (pavel.sidlo at linuxbox.cz) Date: Fri, 14 Jun 2013 13:23:45 +0200 Subject: [rt-users] Is it possible to set CustomField in mailgate plugin? Message-ID: I'v got a mailgate plugin in which i am trying to set value to Ticket CustomField. I'm using this method: my ($st,$msg) = $args{Ticket}->AddCustomFieldValue( Field => $CFObj->id, Value => $id, RecordTransaction => 1 ); However this always fail with error message: Failed to save CF value: 100 as value for CF. Error: Custom field 1 does not apply to this object This look like the CF value cannot be assigne just because the ticket itself does not really exist yet. Is it the problem? So my question: is it to possible to assing some value to ticket CF in mailgate plugin ? Best regards, Pavel ?idlo ------------------------------------- LinuxBox.cz, s.r.o. 28. ??jna 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: servis at linuxbox.cz ------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From zoltan.kiss at serverside.hu Fri Jun 14 07:42:38 2013 From: zoltan.kiss at serverside.hu (Zoltan Kiss) Date: Fri, 14 Jun 2013 13:42:38 +0200 Subject: [rt-users] Full-text search in Articles Message-ID: <51BB01AE.6000202@serverside.hu> Hi, Its possible to implement the fast full-text search to RT4 Articles? My support team will be happy, because now we cant search in the body of the knowledgebase articles. We are using MariaDB with SphinxSE, and the fast full-text search working great with our Tickets. Thanks! Regards, Zoltan From pavel.sidlo at linuxbox.cz Fri Jun 14 07:51:06 2013 From: pavel.sidlo at linuxbox.cz (pavel.sidlo at linuxbox.cz) Date: Fri, 14 Jun 2013 13:51:06 +0200 Subject: [rt-users] Simple way how to change outgoing identification Message-ID: We have several queues for our departments (helpdesk, development, specialists, marketing with e-mail helpdesk at company.com, development at company.com, etc.). Every queue has its own e-mail address. >From time to time we need to change From field in header of e-mail when sending e-mails from RT from helpdesk at company.com to techsupport at othercompany.com (both heading to same queue). Our business partners requires this in communication with customers along with change of signatures. These customers are usually communicating with directly every department (=queue) so it is necessary change identification per ticket. We plan to archieve this by using Custom Fields this way: - if To or Cc in incoming message is techsupport at othercompany.com (not helpdesk at company.com as set in queue settings) set CF named Identity to techsupport at othercompany.com using MailGate plugin - if ticket has CF named Identity set to techsupport at othercompany.com, From field in outgoing mail header to techsupport at othercompany.com Is it possible to archieve this by some easy way? Best regards, Pavel ?idlo ------------------------------------- LinuxBox.cz, s.r.o. 28. ??jna 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: servis at linuxbox.cz ------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From daniel.tinoco at mcgill.ca Fri Jun 14 10:29:56 2013 From: daniel.tinoco at mcgill.ca (Daniel Tinoco-Silva) Date: Fri, 14 Jun 2013 14:29:56 +0000 Subject: [rt-users] Populating a Custom Field from an Action Message-ID: <2FC244C3ACF8034B8231408FB4AA6AB220907A6D@EXMBX2010-7.campus.MCGILL.CA> Hello, I've really racked my brain with something that seems pretty simple in theory: I have two queues (A and B). When a specific field is changed in Queue A, an action is triggered, which creates a ticket in Queue B. Part of the scrip is: $TicketObj->Create( Queue => $queue, Subject => $subject, Parents => $TicketNumber); I want to also include the value for a custom field in Queue B, using the same line of code. I've read that I can do that by passing CustomField- . Ultimately, the call would look something like: $TicketObj->Create( Queue => $queue, Subject => $subject, Parents => $TicketNumber, CustomField- => "Value"); So, two questions: 1) Is this possible? Am I even close? 2) How would you get the CustomField ID that would replace the letter "n" in CustomField-? Are there any examples I can look at? Thanks for any help you're able to provide. I would really appreciate it. Best, Daniel.. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jun 14 10:44:25 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 10:44:25 -0400 Subject: [rt-users] Disable user autocreation In-Reply-To: <1371196244.94525.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1371196244.94525.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <20130614144425.GE1871@jibsheet.com> On Fri, Jun 14, 2013 at 08:50:44AM +0100, Asanka Gunasekera wrote: > Hi, when I add some one as a watcher or if I cc a ticket to with a new email address a user > account is getting created I need to stop this behaviour how can I do this > I am using RT 4 Any email that comes into or leaves RT will be tied to a User record. That record will not have a password or be able to log in unless you've customized RT. What are you trying to do/prevent? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 10:55:04 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 10:55:04 -0400 Subject: [rt-users] Scrips and Recipients panel In-Reply-To: <873C8D0A-8C50-4CA8-9696-769858181E4A@roslin.ed.ac.uk> References: <873C8D0A-8C50-4CA8-9696-769858181E4A@roslin.ed.ac.uk> Message-ID: <20130614145504.GF1871@jibsheet.com> On Fri, Jun 14, 2013 at 11:00:45AM +0100, LAW Andy wrote: > Currently running 4.0.10 on Ubuntu. > > I've noticed that when I comment on tickets, I see the following at the bottom of the page in a Panel titled 'Scrips and Recipients' > > ------- > > Uncheck boxes to disable notifications to the listed recipients for this transaction only; persistent squelching is managed on thePeople page. > > On Comment Notify AdminCcs as Comment > On Comment Notify AdminCcs as Comment with template Admin Comment > > On Comment Notify Other Recipients as Comment > On Comment Notify Other Recipients as Comment with template Correspondence > ------- > > > Trouble is, there are no check boxes to uncheck (or check). What's > happening here and does it need fixing (either by me reconfiguring, > fixing data or otherwise tweaking or by someone who knows more than I > fixing the code)? Does the ticket have an AdminCcs or One-time-ccs/bccs ? If not, that's just RT telling you that it evaluated those scrips to see if anyone should be notified. You may prefer the simple recipients panel, which is called 'Show simplified recipient list on ticket update' on the Preferences page (and is settable globally). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 10:55:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 10:55:59 -0400 Subject: [rt-users] Forwarding Request to External Address In-Reply-To: <1371204753622-54312.post@n7.nabble.com> References: <1371204753622-54312.post@n7.nabble.com> Message-ID: <20130614145559.GG1871@jibsheet.com> On Fri, Jun 14, 2013 at 03:12:33AM -0700, globo wrote: > I forward my requests to a external company. But when they reply the > requester doesn't get the replies. > I can get it working by using the "On Transaction" ( condition ) , is there > any way to get it working with the "On Correspond" ( condition ) ? You really need to show your scrips configuration and a relevant debug level log of the Scrips triggered when the external company replies. On a stock RT configuration, I'd expect a correspondence to a ticket to be sent to the requestors. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From elacour at easter-eggs.com Fri Jun 14 11:07:55 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 14 Jun 2013 17:07:55 +0200 Subject: [rt-users] Populating a Custom Field from an Action In-Reply-To: <2FC244C3ACF8034B8231408FB4AA6AB220907A6D@EXMBX2010-7.campus.MCGILL.CA> References: <2FC244C3ACF8034B8231408FB4AA6AB220907A6D@EXMBX2010-7.campus.MCGILL.CA> Message-ID: <20130614150755.GI5932@easter-eggs.com> On Fri, Jun 14, 2013 at 02:29:56PM +0000, Daniel Tinoco-Silva wrote: > I have two queues (A and B). When a specific field is changed in Queue A, > an action is triggered, which creates a ticket in Queue B. Part of the > scrip is: > > ? > > $TicketObj->Create( Queue => $queue, Subject => $subject, Parents => > $TicketNumber); > An easier way is to make a scrip like this: Condition: OnQueueChangeFromaAToB (write it yourself ;)) Action: CreateTicket (a built in action) Template: CreateTicketInB You need to create thist template like this: ===Create-Ticket: B0 Subject: {$subject} Parent: {$Tickets{"TOP"}->Id} Queue: B CF-FIXME: FIXME-value Content: blahblah ENDOFCONTENT you can add many other fields/customfields in this template! see: http://www.bestpractical.com/rt/docs/4.0/RT/Action/CreateTickets.html#Acceptable-Fields > > $TicketObj->Create( Queue => $queue, Subject => $subject, Parents => > $TicketNumber, CustomField- => ?Value?); > should work also ( maybe qw(value) ). > > 2)????? How would you get the CustomField ID that would replace the letter > ?n? in CustomField-? > my $CustomField = RT::CustomField->new( $session{CurrentUser} ); $CustomField->LoadByName ( Name => 'n', Queue => 'B' ); my $cf_id = $CustomField->id; -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From falcone at bestpractical.com Fri Jun 14 11:27:55 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 11:27:55 -0400 Subject: [rt-users] Is it possible to set CustomField in mailgate plugin? In-Reply-To: References: Message-ID: <20130614152755.GH1871@jibsheet.com> On Fri, Jun 14, 2013 at 01:23:45PM +0200, pavel.sidlo at linuxbox.cz wrote: > I'v got a mailgate plugin in which i am trying to set value to Ticket CustomField. > I'm using this method: > my ($st,$msg) = $args{Ticket}->AddCustomFieldValue( Field => $CFObj->id, Value => $id, > RecordTransaction => 1 ); > > However this always fail with error message: > Failed to save CF value: 100 as value for CF. Error: Custom field 1 does not apply to this > object > > This look like the CF value cannot be assigne just because the ticket itself does not really > exist yet. Is it the problem? What's the Action? Is this during creation or a correspond/comment? Normally folks do CF manipulation from Scrips rather than Mail Plugins. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 11:35:40 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 11:35:40 -0400 Subject: [rt-users] Simple way how to change outgoing identification In-Reply-To: References: Message-ID: <20130614153540.GI1871@jibsheet.com> On Fri, Jun 14, 2013 at 01:51:06PM +0200, pavel.sidlo at linuxbox.cz wrote: > We plan to archieve this by using Custom Fields this way: > - if To or Cc in incoming message is techsupport at othercompany.com (not helpdesk at company.com as > set in queue settings) set CF named Identity to techsupport at othercompany.com using MailGate > plugin Why plugin, why not just a Scrip? > - if ticket has CF named Identity set to techsupport at othercompany.com, From field in outgoing > mail header to techsupport at othercompany.com This means changing all your Templates to have a: From: { load up the CF and change the address } Or overriding CorrespondAddress/CommentAddress on Queues. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 11:36:42 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 11:36:42 -0400 Subject: [rt-users] Full-text search in Articles In-Reply-To: <51BB01AE.6000202@serverside.hu> References: <51BB01AE.6000202@serverside.hu> Message-ID: <20130614153642.GJ1871@jibsheet.com> On Fri, Jun 14, 2013 at 01:42:38PM +0200, Zoltan Kiss wrote: > Its possible to implement the fast full-text search to RT4 Articles? > My support team will be happy, because now we cant search in the > body of the knowledgebase articles. > We are using MariaDB with SphinxSE, and the fast full-text search > working great with our Tickets. This is not currently a feature of Articles. It would require extending the FTS code to handle Custom Fields. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 11:41:39 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 11:41:39 -0400 Subject: [rt-users] "More About Requestor" - Rights problems In-Reply-To: <54B5608098738A4EA84E7659A8DDB8C20C25972F@WEGA.brd.nrw.de> References: <54B5608098738A4EA84E7659A8DDB8C20C25972F@WEGA.brd.nrw.de> Message-ID: <20130614154139.GK1871@jibsheet.com> On Fri, Jun 14, 2013 at 09:51:38AM +0000, Weiss, Robin wrote: > We are using RT 4.0.13 and we need more infos for the users, so we added > > Set($MoreAboutRequestorExtraInfo, " WorkPhone, Organization, Address1, Address2 "); > > in RT_SiteConfig. > > But normal privileged RT Users can only see WorkPhone and Organization in the ticketview. Only > RT-Admins can see all items. > > So it seems this could be an rights problem and I changed temporarily the right to manage > users for all privileged users. Then every privileged user could see all four requestor infos. > But this is not a real solution. > > Is there a way to just grant the right to see user details for privileged users ? > Any other ideas how I can solve this problem ? You can define a _LocalAccessible in a User_Local.pm file that declares WorkPhone and Organization to be Public. From the mailing list archives, a sample file: package RT::User; use strict; use warnings; sub _LocalAccessible { { Organization => { public => 1, admin => 1}, } } 1; You can look at the various *Accessible settings in User.pm to get a sense of what to set. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 11:51:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 11:51:59 -0400 Subject: [rt-users] Some searches produce tickets with incorrect links In-Reply-To: <51B6EEE2.9090906@fairfx.com> References: <51B6EEE2.9090906@fairfx.com> Message-ID: <20130614155159.GL1871@jibsheet.com> On Tue, Jun 11, 2013 at 10:33:22AM +0100, Gary Mason wrote: > If I now slightly amend the search to the following criteria: > > Queue = 'Abroad' > AND ( > Status = 'new' > OR Status = 'open') > > then the results screen offers ticket results with an incorrect link > :- https://rt4.mydomain.com/rt/Ticket/Display.html?id=324944 Are you actually building that search fresh or are you loading a saved search? Was your old RT located at mydomain.com/rt/ ? There were bugs in early 3.6 versions that hardcoded the WebPath rather than using __WebPath__ and I bet you have older saved searches that are triggering it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jun 14 11:58:37 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 11:58:37 -0400 Subject: [rt-users] Auto creating user email addresses from CAS authenticated RT SelfService In-Reply-To: <1755486504.256613384.1370924960433.JavaMail.root@jaguar7.sfu.ca> References: <1210854202.254358597.1370902767980.JavaMail.root@jaguar7.sfu.ca> <1755486504.256613384.1370924960433.JavaMail.root@jaguar7.sfu.ca> Message-ID: <20130614155837.GM1871@jibsheet.com> On Mon, Jun 10, 2013 at 09:29:20PM -0700, Duncan Napier wrote: > OK ... I solved the problem. After some looking around and re-examining my old code, I found for RT 4.0.8, go to /lib in your "rt" directory (eg /var/rt or /usr/local/rt) so for me I edited in > /usr/local/rt/lib/RT/Interface/Web.pm Rather than overriding code in RT and making upgrades harder (you're already behind 5 versions, including some security releases) you can make a local/lib/RT/Interface/Web_Local.pm and only override the one method you're changing. I'd probably make the change in a User_Local.pm file changing the RT::User::CanonicalizeUserInfo method, but there are many ways to fix this. -kevin > ############### Start Code Fragment > > sub WebExternalAutoInfo { > > my $user = shift; > > my %user_info; > > > # default to making Privileged users, even if they specify > > # some other default Attributes > > if ( !$RT::AutoCreate > > || ( ref($RT::AutoCreate) && not exists $RT::AutoCreate->{Privileged} ) ) > > { > > $user_info{'Privileged'} = 1; > > } > > ############## End Code Fragment > > and add the line > > $user_info{'EmailAddress'} = "$user\@mycompany.com"; > > > ############### Start Code Fragment > > > > sub WebExternalAutoInfo { > > my $user = shift; > > my %user_info; > > $user_info{'EmailAddress'} = "$user\@mycompany.com"; > > # default to making Privileged users, even if they specify > > # some other default Attributes > > if ( !$RT::AutoCreate > > || ( ref($RT::AutoCreate) && not exists $RT::AutoCreate->{Privileged} ) ) > > { > > $user_info{'Privileged'} = 1; > > } > > ############## End Code Fragment > > You may (?) also have to add > > $user_info{'Privileged'} = 0; > > along with > > $user_info{'EmailAddress'} = "$user\@mycompany.com"; > > if you want your newly-created user to be Unpriviliged, which is standard for RT SelfServe. I'm not sure what happens when you ask to autocreate priviliged (internal) users ... I believe in the case of RT_SiteConfig.pm to enable external authentication (like CAS or LDAP): > > Set($WebExternalAuth , '1'); > Set($WebFallbackToInternalAuth , '1'); > Set($WebExternalGecos , undef); > Set($WebExternalAuto , '1'); > > And now for each new user, the field 'EmailAddress'is populated with "$user at mycompany.com" > > Have fun with it, people! > > Duncan. > > ----- Original Message ----- > > Hello, > > > > I am currently migrating from RT 3.4.5-2 (2006) on Fedora Core 4 to > > RT 4.0.8 on Centos 6.2. The reasons are many, including aging > > platform, move to virtualization etc. > > > > The new RT, like the old one, does external authentication through > > CAS (Central Authentication Service). Basically users always > > initiate a support request through the RT SelfServe website by > > authenticating with single sign-on credentails (username, password). > > > > The system generates a new user the first time the user logs in > > populates the "Identity" Username and "Unix login" Username from > > their login credentials. On the old system, loggin in for the first > > time also autogenerates an email by concatenating the "Identity" > > with the email domain suffix ("@mydomain.com"). > > > > So for example, person with ID newuser, logs in for the first time, > > and their Email field is populated with "newuser at mydomain.com", and > > nothing needs to be done from my end. > > > > For some reason, it does not do this on the new system. I seem to > > recall some 7 years ago adding a hack to set this autocreation of > > the email field using the username. I have searched but can't find > > anything and searched through the code to see where/how it was > > implemented, but I am at a loss. > > > > Does anyone know how this is done in RT 4.x? Other than putting it in > > manually, I haven't been able to figure out how to do this. Thanks > > in advance. > > > > > > > > > > -- > > Regards, > > Duncan. > > ----------------------------------------------------------------------- > Duncan Napier > duncan_napier at sfu.ca > http://www.sfu.ca/~dgnapier/ > IT & Instrumentation Consultant > Dept of Molecular Biology and Biochemistry > Simon Fraser University > > "It takes ten years to become good at being a kid. Then another ten years > to become good at not being a kid" - Larry Wall. > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rt4 at kry.dk Fri Jun 14 14:03:57 2013 From: rt4 at kry.dk (rt4) Date: Fri, 14 Jun 2013 11:03:57 -0700 (PDT) Subject: [rt-users] Have to restart apache2 after reboot In-Reply-To: <1371202527407-54309.post@n7.nabble.com> References: <1371141623281-54292.post@n7.nabble.com> <20130613165216.GD1871@jibsheet.com> <1371143301115-54294.post@n7.nabble.com> <51BAB424.6040605@netcologne.de> <1371202527407-54309.post@n7.nabble.com> Message-ID: <1371233037762-54327.post@n7.nabble.com> rt4 wrote > > C. Loos wrote >> If your OS uses Upstart instead of SysV for Init scrips it isn't >> guarantied that PostgreSQL starts before Apache. >> >> In Debian they solved the problem with an RT Init scrips which defines >> the dependencies between the Database and the Webserver: >> http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob_plain;f=debian/request-tracker4.init > I'm on Debian Wheezy (SysVinit). > > Thanks for the init-script. It should just run from rc3.d with a lower > number > than database and webserver? Added "# X-Start-Before: apache2" and "# X-Stop-After: apache2" to /etc/init.d/postgresql, and updated with insserv -r postgresql and insserv postgresql. Poblem solved :) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-to-restart-apache2-after-reboot-tp54292p54327.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Jun 14 14:58:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Jun 2013 14:58:36 -0400 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51B6ECE6.2030901@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> Message-ID: <20130614185836.GN1871@jibsheet.com> On Tue, Jun 11, 2013 at 11:24:54AM +0200, Jean-Christophe Boggio wrote: > # As I understand it, RT's $TicketObj->new expects a RT::User parameter > # which will be the "CurrentUser" It actually wants an RT::CurrentUser, but RT will do the conversion for you. > > As a side note, the RT->Init() is very long, mainly because of > RT::I18N->Init() This surprises me, what's slow and how did you profile it? You could limit the languages that RT loads, but that may not do what you want. You may also run into really weird errors depending on what parts of RT you invoke. http://bestpractical.com/rt/docs/latest/RT_Config.html#LexiconLanguages -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From aharrison at gmail.com Fri Jun 14 15:57:50 2013 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 14 Jun 2013 15:57:50 -0400 Subject: [rt-users] Custom Field search - dynamically modify query string In-Reply-To: References: Message-ID: Doh... it would have been awful helpful if I'd mentioned I was talking about a User custom field. Regardless, your suggestion actually got me thinking in the right direction anyway, so it occurred to me exactly how to make this do what I want. :) Thanks! -- Andy Harrison public key: 0x67518262 On Wed, Jun 12, 2013 at 12:41 PM, Ruslan Zakirov wrote: > Hi, > > You can wrap _CustomFieldLimit in lib/RT/Tickets.pm, but don't forget to > update link in %dispatch. > > > On Tue, Jun 11, 2013 at 11:37 PM, Andy Harrison wrote: >> >> This seems rather unlikely, but I wanted to ask just in case someone >> knows a simple way this could be done. >> >> I have a custom field containing mac address values and I store them >> without the : colon characters. Is there a simple way, (maybe a >> callback or _Local overlay or something), where I could make it so >> that if someone tries to search by that custom mac address field, that >> I strip out any colons before performing the search? >> >> Thanks, >> >> >> -- >> Andy Harrison >> public key: 0x67518262 >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > > -- > Best regards, Ruslan. From jsolberg at intrepidls.com Fri Jun 14 16:49:04 2013 From: jsolberg at intrepidls.com (Jeff Solberg) Date: Fri, 14 Jun 2013 20:49:04 +0000 Subject: [rt-users] Setting up requestor access to Self Service Web UI Message-ID: Hello, I have been tasked in rolling out RT to our organization. So far so good. I was able to get RT 4.0.7 up and running on Debian Linux 7.0 (Wheezy). Now its down to the nuts and bolt tightening of this product to tailor it to our environment. One thing that I am contemplating is how other than email my end users will be able to track their own tickets without giving them access to all of the ticket queues I will be setting up. The email notifications are working ok as in the end user will receive updates and will be able to see any comments the owner put into the tickets. Now onto setting up the self service part of the Web UI. I have looked through many articles on this and really haven't found anything that actually stated how to enable and setup the Self Service feature on a new installation of RT. My goal is to have the end user click on a URL in the auto reply email that will direct them to the Self Service UI and also iauto log them in without being prompted for a username and password (if possible). With that being said I guess I have 2 questions: 1) How to setup Self Service and 2) How to (if possible) make it so an end user can click on a URL in the auto reply and auto log them in without Username and Password. Thanks in advance for any help in regards to this issue! Jeff From vadud3 at gmail.com Fri Jun 14 19:02:31 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 14 Jun 2013 19:02:31 -0400 Subject: [rt-users] Setting up requestor access to Self Service Web UI In-Reply-To: References: Message-ID: On Fri, Jun 14, 2013 at 4:49 PM, Jeff Solberg wrote: > With that being said I guess I have 2 questions: 1) How to setup Self > Service SelfService is already there. Add this in your Autoreply Template Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} And make sure Requestor Role at least for that Queue has ShowTicket rights. Queue -> Roles -> Requestor -> Current Rights -> ShowTicket -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Jun 14 19:19:28 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 14 Jun 2013 19:19:28 -0400 Subject: [rt-users] Setting up requestor access to Self Service Web UI In-Reply-To: References: Message-ID: On Fri, Jun 14, 2013 at 4:49 PM, Jeff Solberg wrote: > How to (if possible) make it so an end user can click on a URL in the auto > reply and auto log them in without Username and Password. How do you make sure requester A is not looking at requester B's ticket by crafting the url? Pretty scary wish, no? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Fri Jun 14 21:04:14 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Sat, 15 Jun 2013 03:04:14 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <20130614185836.GN1871@jibsheet.com> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> <20130614185836.GN1871@jibsheet.com> Message-ID: <51BBBD8E.2090206@thefreecat.org> Le 14/06/2013 20:58, Kevin Falcone a ?crit : > It actually wants an RT::CurrentUser, but RT will do the conversion > for you. Thanks for this info, I'll see if I can do better. Any hint for the new() methods ? Where are they declared ? >> As a side note, the RT->Init() is very long, mainly because of >> RT::I18N->Init() > > This surprises me, what's slow and how did you profile it? I don't really know. I replaced my RT::Init() call with every line from RT::Init() and placed a warn between every line, then I tailed -f /var/log/apache2/error.log. For RT::I18N->Init() it took several seconds while the rest was instantaneous. So I commented out that line. > You could limit the languages that RT loads, but that may not do > what you want. You may also run into really weird errors depending > on what parts of RT you invoke. I just want to comment/correspond tickets. Maybe in the future I will use the library to create groups (currently I create them with RT::CLI and modify them in the DB because I use special "type" and "instance" values -- for "UserDefined" domain only). JC From elacour at easter-eggs.com Sat Jun 15 01:04:52 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 15 Jun 2013 07:04:52 +0200 Subject: [rt-users] Populating a Custom Field from an Action In-Reply-To: <2FC244C3ACF8034B8231408FB4AA6AB220907B7D@EXMBX2010-7.campus.MCGILL.CA> References: <2FC244C3ACF8034B8231408FB4AA6AB220907A6D@EXMBX2010-7.campus.MCGILL.CA> <20130614150755.GI5932@easter-eggs.com> <2FC244C3ACF8034B8231408FB4AA6AB220907B7D@EXMBX2010-7.campus.MCGILL.CA> Message-ID: <51BBF5F4.6050207@easter-eggs.com> On 14/06/2013 20:32, Daniel Tinoco-Silva wrote: > Hi, > > Thank you so much for your response. One more question: when you say > > Condition: OnQueueChangeFromaAToB (write it yourself ;)) > Action: CreateTicket (a built in action) > > Could I do that through the User Defined conditions and actions in the User Interface? > for the condition, yes, you have to write it as UserDefined. for the action, it should be already there. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From presnypreklad at gmail.com Sat Jun 15 15:27:16 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Sat, 15 Jun 2013 21:27:16 +0200 Subject: [rt-users] Migrating certain tickets from one RT instance to another Message-ID: Hello everyone. I'm about to embark on an RT migration from an existing instance (running 4.0.13) to a new one (also 4.0.13). My use case is somewhat specific in that: 1. the RT user ID values are different between the two instances 2. I only need to migrate open tickets (<50) so some manual work is OK So far I'm thinking along these lines: make a user ID mapping table (old -> new). Do the same for the queues. Export the open tickets as SQL. Apply the mapping to the resulting text file (simple search-and-replace). Apply the SQL to the new instance. The only idea I have come up with (so far) to generate the SQL for a particular ticket is Shredder. It seems like it might work, but before I try it (on a copy of the database, of course), I thought I'd ask here: Is this a reasonable course of action? Is there a better way to achieve the same end? Thanks, Nathan From elacour at easter-eggs.com Sun Jun 16 01:48:03 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 16 Jun 2013 07:48:03 +0200 Subject: [rt-users] Migrating certain tickets from one RT instance to another In-Reply-To: References: Message-ID: <51BD5193.30407@easter-eggs.com> On 15/06/2013 21:27, Nathan Cutler wrote: > Hello everyone. > > I'm about to embark on an RT migration from an existing instance > (running 4.0.13) to a new one (also 4.0.13). My use case is somewhat > specific in that: > > 1. the RT user ID values are different between the two instances > 2. I only need to migrate open tickets (<50) so some manual work is OK > > So far I'm thinking along these lines: make a user ID mapping table > (old -> new). Do the same for the queues. Export the open tickets as > SQL. Apply the mapping to the resulting text file (simple > search-and-replace). Apply the SQL to the new instance. > > The only idea I have come up with (so far) to generate the SQL for a > particular ticket is Shredder. It seems like it might work, but before > I try it (on a copy of the database, of course), I thought I'd ask > here: Is this a reasonable course of action? Is there a better way to > achieve the same end? > Hi, I posted a script on this list that may help you: http://lists.bestpractical.com/pipermail/rt-users/2010-October/067002.html -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From ruz at bestpractical.com Sun Jun 16 06:38:46 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 16 Jun 2013 14:38:46 +0400 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51BBBD8E.2090206@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> <20130614185836.GN1871@jibsheet.com> <51BBBD8E.2090206@thefreecat.org> Message-ID: On Sat, Jun 15, 2013 at 5:04 AM, Jean-Christophe Boggio < rt-users at thefreecat.org> wrote: > Le 14/06/2013 20:58, Kevin Falcone a ?crit : > > It actually wants an RT::CurrentUser, but RT will do the conversion >> for you. >> > > Thanks for this info, I'll see if I can do better. Any hint for the new() > methods ? Where are they declared ? > > > As a side note, the RT->Init() is very long, mainly because of >>> RT::I18N->Init() >>> >> >> This surprises me, what's slow and how did you profile it? >> > > I don't really know. I replaced my RT::Init() call with every line from > RT::Init() and placed a warn between every line, then I tailed -f > /var/log/apache2/error.log. For RT::I18N->Init() it > took several seconds while the rest was instantaneous. So I commented out > that line. I can believe that. Our po files getting big and loading them takes time. I have "loading po files on demand" patch on my todo, but not sure when I get to it. > > > You could limit the languages that RT loads, but that may not do >> what you want. You may also run into really weird errors depending >> on what parts of RT you invoke. >> > > I just want to comment/correspond tickets. > > Maybe in the future I will use the library to create groups (currently I > create them with RT::CLI and modify them in the DB because I use special > "type" and "instance" values -- for "UserDefined" domain only). Note that Type is going away in RT 4.2, so a group would be Domain, Name and Instance. I think you should consider using RT::Attribute. > > > JC > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/**training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.obrien at globoforce.com Sun Jun 16 07:12:26 2013 From: michael.obrien at globoforce.com (globo) Date: Sun, 16 Jun 2013 04:12:26 -0700 (PDT) Subject: [rt-users] On Correspond - Help Needed Message-ID: <1371381146658-54338.post@n7.nabble.com> Hi, I forward my RT requests to an external company and then reply to the request with a ticket number. So I setup a script to forward the ticket number onto requester but they don't get the emails. My Script Condition : On Correspond Action: : Notify Requestors & CC Template : Global Template : Correspondence Stage : TransactionCreate Anybody know what needs to be done to get this working ? If I change the Condition to "On Transaction" the requester gets the emails. I don't want to use "On Transaction" because the requester gets too many emails -- View this message in context: http://requesttracker.8502.n7.nabble.com/On-Correspond-Help-Needed-tp54338.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Sun Jun 16 08:37:18 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 16 Jun 2013 16:37:18 +0400 Subject: [rt-users] Decrypting messages with GPG In-Reply-To: <1371168046.4287.26.camel@scdesk.hastypastry.net> References: <1371168046.4287.26.camel@scdesk.hastypastry.net> Message-ID: On Fri, Jun 14, 2013 at 4:00 AM, o wrote: > On Thu, 2013-06-13 at 13:18 +0400, Ruslan Zakirov wrote: > > > > > > > > On Thu, Jun 13, 2013 at 2:30 AM, Oliver Day > > wrote: > > I haven't found documentation that explains how to cache > > passwords that will allow mailgate to decrypt messages sent to > > RT. I've set the home directory to the default location and > > imported the appropriate keys. So I'm able to encrypt a > > message to a user and I'm able to decrypt that message and > > respond. But in the ticket itself the response I send back is > > displayed as "Message body not shown because it is not plain > > text." with a MIME type of "application/pgp-encrypted". > > > > > > I know about gpg-agent and I've even gone as far as launching > > gpg-agent as the user www-data (the user my webserver uses) > > but I'm unsure how to cache the keys into gpg-agent. Or is > > this approach completely wrong? > > > > > > You don't need gpg decryption in UI unless you're using encrypt > > attachments in DB option. Can you tell more about your problem? At > > least URL where you see encrypted content. > > > > Hi Ruslan, > > I will have sensitive information in the tickets I'll create so I'd like > to encrypt the contents of the ticket. I created a test ticket, selected > myself as the owner and selected "encrypt" in the options to encrypt it > to my gpg key. An email was sent to me from the queue and I was able to > decrypt the message, reply, and encrypt the response to the queue's > public key. When I look at the history of the ticket > (e.g. /rt/Ticket/History.html?id=31) the messages are encrypted and I'm > unable to see the contents and the error messages are described in my > previous email and in the screenshot attached. > > Is there documentation on how to enable encrypting the attachments in > the DB? That sounds like an option I'd like as well. > What you see is totally unexpected. RT should just show decrypted content in UI. You should check logs for errors/warnings. May be enable debug logging, run a few tests and send us logs. > > Oliver > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sun Jun 16 11:48:30 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 16 Jun 2013 11:48:30 -0400 Subject: [rt-users] On Correspond - Help Needed In-Reply-To: <1371381146658-54338.post@n7.nabble.com> References: <1371381146658-54338.post@n7.nabble.com> Message-ID: <20130616154830.GO1871@jibsheet.com> On Sun, Jun 16, 2013 at 04:12:26AM -0700, globo wrote: > I forward my RT requests to an external company and then reply to the > request with a ticket number. > So I setup a script to forward the ticket number onto requester but they > don't get the emails. I replied to this question the first time you asked it and haven't seen a reply yet. http://lists.bestpractical.com/pipermail/rt-users/2013-June/080637.html This time you included your Scrip, but you still need to include your debug logs. -kevin > My Script > > Condition : On Correspond > Action: : Notify Requestors & CC > Template : Global Template : Correspondence > Stage : TransactionCreate > > Anybody know what needs to be done to get this working ? > > If I change the Condition to "On Transaction" the requester gets the emails. > I don't want to use "On Transaction" because the requester gets too many > emails -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From gul at gul.kiev.ua Mon Jun 17 05:49:32 2013 From: gul at gul.kiev.ua (Pavel Gulchouck) Date: Mon, 17 Jun 2013 12:49:32 +0300 Subject: [rt-users] Action with CustomField on merge tickets Message-ID: <20130617094932.GA18070@happy.kiev.ua> Hi. If anybody merges tickets with CustomFields type "one value", then CF value of old (merged) ticket lost. Is it possible to take some action with this value from scrip or scrip runs only when old CF value is already unavailable? As I understand old ticket id is $self->TransactionObj->Ticket, but I cannot get its CF value. Please help. -- Pavel From ruz at bestpractical.com Mon Jun 17 06:23:51 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 17 Jun 2013 14:23:51 +0400 Subject: [rt-users] Action with CustomField on merge tickets In-Reply-To: <20130617094932.GA18070@happy.kiev.ua> References: <20130617094932.GA18070@happy.kiev.ua> Message-ID: Hi, RTIR has example of such scrip. On Mon, Jun 17, 2013 at 1:49 PM, Pavel Gulchouck wrote: > Hi. > > If anybody merges tickets with CustomFields type "one value", then > CF value of old (merged) ticket lost. > Is it possible to take some action with this value from scrip > or scrip runs only when old CF value is already unavailable? > > As I understand old ticket id is $self->TransactionObj->Ticket, > but I cannot get its CF value. Please help. > > -- > Pavel > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jun 17 06:29:54 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 17 Jun 2013 14:29:54 +0400 Subject: [rt-users] Action with CustomField on merge tickets In-Reply-To: <20130617094932.GA18070@happy.kiev.ua> References: <20130617094932.GA18070@happy.kiev.ua> Message-ID: Hi, RTIR has example of such scrip. On Mon, Jun 17, 2013 at 1:49 PM, Pavel Gulchouck wrote: > Hi. > > If anybody merges tickets with CustomFields type "one value", then > CF value of old (merged) ticket lost. > Is it possible to take some action with this value from scrip > or scrip runs only when old CF value is already unavailable? > > As I understand old ticket id is $self->TransactionObj->Ticket, > but I cannot get its CF value. Please help. > > -- > Pavel > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gul at gul.kiev.ua Mon Jun 17 07:52:04 2013 From: gul at gul.kiev.ua (Pavel Gulchouck) Date: Mon, 17 Jun 2013 14:52:04 +0300 Subject: [rt-users] Action with CustomField on merge tickets In-Reply-To: References: <20130617094932.GA18070@happy.kiev.ua> Message-ID: <20130617115203.GH19279@happy.kiev.ua> Thank you. I used $ticket_obj->Load($id) and got new ticket obj. When I use $ticket_obj->LoadById($id) I got original object and then able to use $ticket_obj->FirstCustomFieldValue(). My problem is solved. :) On Mon, Jun 17, 2013 at 02:23:51PM +0400, Ruslan Zakirov writes: > RTIR has example of such scrip. > > On Mon, Jun 17, 2013 at 1:49 PM, Pavel Gulchouck wrote: > >> If anybody merges tickets with CustomFields type "one value", then >> CF value of old (merged) ticket lost. >> Is it possible to take some action with this value from scrip >> or scrip runs only when old CF value is already unavailable? >> >> As I understand old ticket id is $self->TransactionObj->Ticket, >> but I cannot get its CF value. Please help. -- Pavel From daniel.tinoco at mcgill.ca Mon Jun 17 09:22:14 2013 From: daniel.tinoco at mcgill.ca (Daniel Tinoco-Silva) Date: Mon, 17 Jun 2013 13:22:14 +0000 Subject: [rt-users] Populating a Custom Field from an Action In-Reply-To: <51BBF5F4.6050207@easter-eggs.com> References: <2FC244C3ACF8034B8231408FB4AA6AB220907A6D@EXMBX2010-7.campus.MCGILL.CA> <20130614150755.GI5932@easter-eggs.com> <2FC244C3ACF8034B8231408FB4AA6AB220907B7D@EXMBX2010-7.campus.MCGILL.CA> <51BBF5F4.6050207@easter-eggs.com> Message-ID: <2FC244C3ACF8034B8231408FB4AA6AB22090A3D2@EXMBX2010-7.campus.MCGILL.CA> Thank you so much! -----Original Message----- From: Emmanuel Lacour [mailto:elacour at easter-eggs.com] Sent: Saturday, June 15, 2013 1:05 AM To: Daniel Tinoco-Silva; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Populating a Custom Field from an Action On 14/06/2013 20:32, Daniel Tinoco-Silva wrote: > Hi, > > Thank you so much for your response. One more question: when you say > > Condition: OnQueueChangeFromaAToB (write it yourself ;)) > Action: CreateTicket (a built in action) > > Could I do that through the User Defined conditions and actions in the User Interface? > for the condition, yes, you have to write it as UserDefined. for the action, it should be already there. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From rt-users at thefreecat.org Mon Jun 17 10:13:34 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Mon, 17 Jun 2013 16:13:34 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> <20130614185836.GN1871@jibsheet.com> <51BBBD8E.2090206@thefreecat.org> Message-ID: <51BF198E.7040801@thefreecat.org> Ruslan, Thanks for your comments. > I can believe that. Our po files getting big and loading them takes > time. I have "loading po files on demand" patch on my todo, but not sure > when I get to it. No problem for me but sure, it'll be a good improvement. > Note that Type is going away in RT 4.2, so a group would be Domain, Name > and Instance. I think you should consider using RT::Attribute. Thanks for the info... I will move this information to the Attributes table. A few notes though : I have blacklisted the Attributes table in my mind because of the way most data is stored in there because you can't access it in SQL (the "storable" content-type). I am about to implement some kind of "bookmarks" function (to keep track of the last N tickets you've been commenting, this is what we currently use "bookmarks" for) but I *need* to find the info from SQL : requirement are : - find "open unbookmarked tickets", - find "bookmarked" tickets for every user from a group - find who bookmarked one specific ticket. (we have 11000+ users) Here, the "Attributes" table will miss at least one column to implement multi-instanciation (last 5 bookmarked tickets for a user). Could you consider adding one extra field for flexibility (integer would do but varchar might be even more flexible). Best regards, JC From rt-users at thefreecat.org Mon Jun 17 10:35:02 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Mon, 17 Jun 2013 16:35:02 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51BF198E.7040801@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> <20130614185836.GN1871@jibsheet.com> <51BBBD8E.2090206@thefreecat.org> <51BF198E.7040801@thefreecat.org> Message-ID: <51BF1E96.1070104@thefreecat.org> BTW, while I'm at it, the "links" table also misses such an 'instance' field : When we link assets to tickets, we would like to distinguish between what we consider the "main" asset and the "related" assets. Examples : - "sites" are assets. One ticket is created for a "site" but may concern other sites. - "servers" are assets. The cause of the problem is one specific server but the problem might impact others. We do link all impacted servers to the ticket but there is a "main" server. You could see this as a "subtype". Also wanted to mention that the "links" table misses an index on "target" (some of our queries' execution times were divided by 7 when adding this index). We are using Postgres exclusively. Hope this helps, JC From ruz at bestpractical.com Mon Jun 17 10:36:58 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 17 Jun 2013 18:36:58 +0400 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: <51BF198E.7040801@thefreecat.org> References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> <20130614185836.GN1871@jibsheet.com> <51BBBD8E.2090206@thefreecat.org> <51BF198E.7040801@thefreecat.org> Message-ID: On Mon, Jun 17, 2013 at 6:13 PM, Jean-Christophe Boggio < rt-users at thefreecat.org> wrote: > Ruslan, > > Thanks for your comments. > > > I can believe that. Our po files getting big and loading them takes >> time. I have "loading po files on demand" patch on my todo, but not sure >> when I get to it. >> > > No problem for me but sure, it'll be a good improvement. > > > Note that Type is going away in RT 4.2, so a group would be Domain, Name >> and Instance. I think you should consider using RT::Attribute. >> > > Thanks for the info... I will move this information to the Attributes > table. > > A few notes though : > > I have blacklisted the Attributes table in my mind because of the way most > data is stored in there because you can't access it in SQL (the "storable" > content-type). > It's only stored that way if you're saving data structures. Simple values are stored as text. > I am about to implement some kind of "bookmarks" function (to keep track > of the last N tickets you've been commenting, this is what we currently use > "bookmarks" for) but I *need* to find the info from SQL : requirement are : > - find "open unbookmarked tickets", > - find "bookmarked" tickets for every user from a group - find who bookmarked one specific ticket. > (we have 11000+ users) > Well, it doesn't explain need to abuse Type and Instance. Above description unclear on what is "bookmarked ticket". Last value makes no sense - if user commented on 20 tickets within last 24 hours then 15 of them are not "bookmarked", so 15 tickets are not bookmarked by this user, but he updated them within 24 hours. I think you should start from more formal spec and try it on paper first for several cases. Here, the "Attributes" table will miss at least one column to implement > multi-instanciation (last 5 bookmarked tickets for a user). Could you > consider adding one extra field for flexibility (integer would do but > varchar might be even more flexible). > > Best regards, > > > JC > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/**training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Mon Jun 17 11:42:18 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Mon, 17 Jun 2013 17:42:18 +0200 Subject: [rt-users] RES: Is it possible to specify a different user with RT CLI ? In-Reply-To: References: <51B0B94A.3080407@thefreecat.org> <3B9178D874F56F47B616AB50C01F7B7791A709F1@GRXPRD8011MB606.lamprd80.prod.outlook.com> <51B11586.2060009@thefreecat.org> <20130607163623.GG1783@jibsheet.com> <51B5F829.4030301@thefreecat.org> <51B6ECE6.2030901@thefreecat.org> <20130614185836.GN1871@jibsheet.com> <51BBBD8E.2090206@thefreecat.org> <51BF198E.7040801@thefreecat.org> Message-ID: <51BF2E5A.4090008@thefreecat.org> Ruslan, > Well, it doesn't explain need to abuse Type and Instance. Above > description unclear on what is "bookmarked ticket". Last value makes no > sense - if user commented on 20 tickets within last 24 hours then 15 of > them are not "bookmarked", so 15 tickets are not bookmarked by this > user, but he updated them within 24 hours. I think you should start from > more formal spec and try it on paper first for several cases. Sorry for being unclear. We want to keep track on who is working on what tickets in order to (re)dispatch the tasks : - some users will "think" they can manage 10 tickets at a time - some tickets are not being taken care of - some tickets are being worked on by several users at the same time So we asked our users to "bookmark" the ones they do work on but it's tedious and they often forget. So we want to automate the process : every time someone comments a ticket, we will add this ticket number to his "MRU" (Most Recently Used). We consider that if he comments a ticket, he's working on it. We have a maximum number of tickets worked on by one user (say 5 for example). When he comments a ticket and he already has 5, the oldest will become "available" for someone else to take care of it. Simplified SQL implementation would look like : - adding a bookmark (not taking care of working twice on the same ticket) : DELETE FROM attributes where name='Bookmarks' AND objectid= AND instance >= 5 UPDATE attributes SET instance=instance+1 WHERE name='Bookmarks' AND objectid= INSERT INTO attributes (name,objectid,instance,content) VALUES ('Bookmarks',,1,) - find duplicates : SELECT ticketid,objectid FROM attributes WHERE name='Bookmarks' Currently, finding "open unbookmarked tickets" means reading all attributes with name "Bookmarks" and parse the values in perl. Finding tickets "bookmarked" by two users (they work on the same problem at the same time which we want to avoid) requires the same workload. We have several screens dedicated to displaying these informations in realtime (updated every 10seconds). I admit this would be made simpler by using the "Owner" field but it is a slightly different approach : - they can have more than 5 tickets assigned - the assigners sometimes assign tickets to the bad person - the priorities do not always fit the scenario : if the helpdesk has the user on the phone, they will try to resolve the problem ASAP. - we want the 2 approaches Hope this helps clarifying the way we work. From falcone at bestpractical.com Mon Jun 17 12:15:23 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 17 Jun 2013 12:15:23 -0400 Subject: [rt-users] On Correspond - Help Needed In-Reply-To: <3509819.10932.1371416581998.JavaMail.nabble@tom.nabble.com> References: <20130616154830.GO1871@jibsheet.com> <3509819.10932.1371416581998.JavaMail.nabble@tom.nabble.com> Message-ID: <20130617161523.GP1871@jibsheet.com> On Sun, Jun 16, 2013 at 02:03:02PM -0700, michael.obrien at globoforce.com wrote: > thanks for the reply. how do i go about getting the debug logs ? I am using linux redhat ? Please keep replies on the mailing list (by obeying the Reply-To I set). http://bestpractical.com/rt/docs/latest/RT_Config.html#Logging Generally setting $LogToScreen and reading your Apache logs is the correct things to do. -kevin > On Sun, Jun 16, 2013 at 04:12:26AM -0700, globo wrote: > > I forward my RT requests to an external company and then reply to the > > request with a ticket number. > > So I setup a script to forward the ticket number onto requester but they > > don't get the emails. > > I replied to this question the first time you asked it and haven't > seen a reply yet. > > http://lists.bestpractical.com/pipermail/rt-users/2013-June/080637.html > > This time you included your Scrip, but you still need to include your > debug logs. > > > My Script > > > > Condition : On Correspond > > Action: : Notify Requestors & CC > > Template : Global Template : Correspondence > > Stage : TransactionCreate > > > > Anybody know what needs to be done to get this working ? > > > > If I change the Condition to "On Transaction" the requester gets the > > emails. > > I don't want to use "On Transaction" because the requester gets too many > > emails > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From hiro24 at gmail.com Mon Jun 17 14:33:07 2013 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 17 Jun 2013 14:33:07 -0400 Subject: [rt-users] Question about restricting queues Message-ID: I've got a bit of a weird problem, and wondered if anybody has a solution for it. We have several queues, and a few are grouped up by name. For example: Queue A tier 1 Queue A tier 2 Queue A tier 3 Queue B tier 1 Queue B tier 2 Queue B tier 3 The managers at the helpdesk are having a problem w/ ppl making a ticket in Queue A tier 1, and then when they escalate it, accidentally transferring it to Queue B tier 2 (instead of Queue A tier 2). They asked me if there was any way to group these queues up in such a way that, for example, if a ticket is made in any of the Queue A's they are locked in and can only be transferred between the Queue A's. I hope that makes sense. The problem is some of these queues are tied to different businesses, and if we send out an email due to a ticket queue transfer and it goes to the wrong company it looks bad on us. I know personal responsibility can go a long way to fixing this.... but besides that, is there any way to do what I described above w/ RT? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ccandido at turn14.com Mon Jun 17 16:42:37 2013 From: ccandido at turn14.com (candidochris) Date: Mon, 17 Jun 2013 13:42:37 -0700 (PDT) Subject: [rt-users] Email Message Cut off on Reply In-Reply-To: <1370029319447-54141.post@n7.nabble.com> References: <1370028558601-54140.post@n7.nabble.com> <1370029319447-54141.post@n7.nabble.com> Message-ID: <1371501757107-54352.post@n7.nabble.com> Anyone else seeing an issue like this where the conversation is getting cut off after a few replies. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Email-Message-Cut-off-on-Reply-tp54140p54352.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kai at xs4all.nl Mon Jun 17 17:29:40 2013 From: kai at xs4all.nl (Kai Storbeck) Date: Mon, 17 Jun 2013 23:29:40 +0200 Subject: [rt-users] make upgrade-database error In-Reply-To: <20130528194440.GD21910@jibsheet.com> References: <4F58C9AD.1050603@bestpractical.com> <28c487ee3a63cafc9e3b3f92f3e1128c@xs4all.nl> <20130528194440.GD21910@jibsheet.com> Message-ID: <51BF7FC4.5040505@xs4all.nl> Hi Kevin, Thanks for coming back on this. I only saw today that you responded. For the search archive I'm including the DBD::Pg error again: > DBD::Pg::st execute failed: ERROR: more than one row returned by a > subquery used as an expression On 5/28/13 9:44 PM, Kevin Falcone wrote: > On Fri, May 03, 2013 at 02:47:24PM +0200, Kai Storbeck wrote: >> I dug this thread up from the archives, as I ran into the same error >> while doing a test upgrade. >> >> IIUC, every CustomFieldValue needs to be updated to contain a >> category field from the old attributes table. > > Since this doesn't break on a 'clean' RT 3.8 with categories, I - like > ruz - suspect some bad data in your tables. I'd like to see what he > requested. Understandable. >>> SELECT ObjectId, Content FROM Attributes WHERE >>> Name = 'Category' AND ObjectType = 'RT::CustomFieldValue'; > > Or potentially a slightly modified form: > SELECT Content, CustomFieldValues.id, CustomFieldValues.Name FROM > Attributes, CustomFieldValues WHERE Attributes.Name = 'Category' AND > ObjectType = 'RT::CustomFieldValue' AND CustomFieldValues.id = > Attributes.ObjectId; I've sent you the file off-list. There's a few fields that I'd prefer not being archived. > Tweak that to find the places with multiple values. I'm not amazed by the output, did we insert disturbing data? Regards, Kai -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 906 bytes Desc: OpenPGP digital signature URL: From dgnapier at sfu.ca Mon Jun 17 18:06:33 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Mon, 17 Jun 2013 15:06:33 -0700 (PDT) Subject: [rt-users] RT 4.0.8 - rt-mailgate hangs on authenticated RT server In-Reply-To: <678877300.306556935.1371505776953.JavaMail.root@jaguar7.sfu.ca> Message-ID: <1414952458.306827618.1371506793566.JavaMail.root@jaguar7.sfu.ca> Hello, I know this has been raised before and a few solutions have been given, but it seems that all of them are different and none of them seem to work on my system. I am running CAS-authenticed RT 4.0.8 on an CentOS 6.2/Apache2.2.24/Postfix-2.2.6 and everything seems to run fine. I now want to implement rt-mailgate. The mailer etc all works fine, but when I send emails to the aliases for correspond/comment, the maillog shows "(temporary failure. Command output: An Error Occurred xxx 302 Found )" Running "/usr/local/rt/bin/rt-mailgate --queue general --action correspond --url http://www.mysite.com --debug" just hangs indefinitely with no debug message. So it appears that the MTA hangs because the system is awaiting CAS authentication. I understand that to get around this, you open up areas of the server to the the localhost (127.0.0.1) so no authentication is required. I have tried a bunch of fixes, but none seem to work. They seem require NoAuth areas of the rt directory have authentication disabled using Apache Location or Directory directives, as in: ############# # Begin Code Fragment ############# Satisfy Any Allow from all Satisfy Any Allow from all ############# # End Code Fragment ############# My rt.conf folder looks like this ############# # Begin rt.conf ############# AddDefaultCharset UTF-8 Alias /rt/NoAuth/images /usr/local/rt/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/ DocumentRoot "/usr/local/rt/share/html" Options FollowSymLinks AllowOverride AuthConfig AuthType CAS Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi Satisfy Any Allow from all Satisfy Any Allow from all ############# # End rt.conf ############# Any suggestions? -- Regards, Duncan. From trs at bestpractical.com Mon Jun 17 18:21:19 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 17 Jun 2013 15:21:19 -0700 Subject: [rt-users] RT 4.0.8 - rt-mailgate hangs on authenticated RT server In-Reply-To: <1414952458.306827618.1371506793566.JavaMail.root@jaguar7.sfu.ca> References: <1414952458.306827618.1371506793566.JavaMail.root@jaguar7.sfu.ca> Message-ID: <51BF8BDF.407@bestpractical.com> On 06/17/2013 03:06 PM, Duncan Napier wrote: > I understand that to get around this, you open up areas of the server to the the localhost (127.0.0.1) so no authentication is required. I have tried a bunch of fixes, but none seem to work. They seem require NoAuth areas of the rt directory have authentication disabled using Apache Location or Directory directives, as in: > > ############# > # Begin Code Fragment > ############# > > Satisfy Any > Allow from all > > > > Satisfy Any > Allow from all > Your Apache configuration directives are wrong. Location/LocationMatch take a URL location, not a directory path (that's what Directory/DirectoryMatch are for). You also aren't using the matching power of LocationMatch, and don't need it, so you want something like: Satisfy any Allow from 127.0.0.1 You don't need to allow /NoAuth for mailgate. From bertignac at gmail.com Tue Jun 18 08:38:03 2013 From: bertignac at gmail.com (L B) Date: Tue, 18 Jun 2013 14:38:03 +0200 Subject: [rt-users] RT and SSO with SAML Message-ID: Hi, The goal here is to have SSO on RT between a local user directory (AD) and an RT instance installed in the amazon cloud. I've setup mod_mellon ( https://code.google.com/p/modmellon/ ) with RT as a relying party on AWS and it works well, I'm able to log in with SSO (IdP used on premise is ADFS). I just had to configure RT with: Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuto , 1); so it uses the REMOTE_USER variable to login. I have three problems now: - populating users info: I think I can get some environment variables out of the SAML token with mod_mellon configuration like this: MellonSetEnv "e-mail" "mail" But then I don't know how to populate this into RT. - logout waits 1 second (default), and go back to login page, so I'm authenticated again. I think I need to change the logout link in the code? - SSO is always used and I'd like a way to do a local login (with root for example which is not in our user directory). I'm not sure how to do this yet. Has anyone played with this and went further than I did? Thanks, -- L.B. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Jun 18 08:58:02 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 18 Jun 2013 16:58:02 +0400 Subject: [rt-users] RT and SSO with SAML In-Reply-To: References: Message-ID: On Tue, Jun 18, 2013 at 4:38 PM, L B wrote: > Hi, > > The goal here is to have SSO on RT between a local user directory (AD) and > an RT instance installed in the amazon cloud. > > I've setup mod_mellon ( https://code.google.com/p/modmellon/ ) with RT as > a relying party on AWS and it works well, I'm able to log in with SSO (IdP > used on premise is ADFS). > > I just had to configure RT with: > Set($WebExternalAuth , 1); > Set($WebFallbackToInternalAuth , 1); > Set($WebExternalAuto , 1); > > so it uses the REMOTE_USER variable to login. > > I have three problems now: > - populating users info: > I think I can get some environment variables out of the SAML token with > mod_mellon configuration like this: > > MellonSetEnv "e-mail" "mail" > > But then I don't know how to populate this into RT. > Solution: 1) With code. Grep for REMOTE_USER in RT source code and you'll find places where you can inject code to extract information mellon puts into ENV and put it into RT's tables. As far I recall remote user variable handled in one or two places. 2) No coding - use ExternalAuth module to extract info. It can work this way - info extraction only mode without auth. Info is updated on login into UI. 3) No coding - use LDAPImport to bring in users' data. Info is updated as often as you run the script. > - logout waits 1 second (default), and go back to login page, so I'm > authenticated again. I think I need to change the logout link in the code? > Yes. Very specific to setup, so there is no direct solution that works for everybody. > - SSO is always used and I'd like a way to do a local login (with root for > example which is not in our user directory). I'm not sure how to do this > yet. > Host second RT as a virtual host on different URL without SSO. Only people with passwords in RT's database would be able to use this interface. > > Has anyone played with this and went further than I did? > > Thanks, > -- > L.B. > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavel.sidlo at linuxbox.cz Tue Jun 18 10:39:55 2013 From: pavel.sidlo at linuxbox.cz (pavel.sidlo at linuxbox.cz) Date: Tue, 18 Jun 2013 16:39:55 +0200 Subject: [rt-users] Is it possible to set CustomField in mailgate plugin? In-Reply-To: <20130614152755.GH1871@jibsheet.com> References: <20130614152755.GH1871@jibsheet.com> Message-ID: Hello, full scenario is like this: new email arrive, new ticket is about to be created. I want to check check "TO", or "CC" email header addresses against some special list of mail addresses. If match is found, i need to store the address in CF. I'd like to do the CF value assignment in mail plugin, because in mail plugin i have complete mail object available. So i know in which header the email address appeared. However, it seems i can't store the value in CF (within the mail plugin). I gues it's because we're delaing with NEW ticket, so the ticket itself does not really exists yet, therefore it is impossible to assign a CF value to it. I tried to do the stuff in Scrip, but in there i do not know in which header the address appeared. There is some method "$self->TicketObj->TransactionAddresses()" which return all addresses present in transaction, however there is not an info about in which email header the address was present. Maybe if there was any method to get the whole email message object within scrip - but i do not know abou such. I see i should specify my question more precisely: Is it possible to assign value to CF, in mail plugin, when the email message is about to create completely new ticket ? Thanks in advance Pavel ?idlo ------------------------------------- LinuxBox.cz, s.r.o. 28. ??jna 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: servis at linuxbox.cz ------------------------------------- |------------> | Od: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |Kevin Falcone | >--------------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Komu: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |rt-users at lists.bestpractical.com, | >--------------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Datum: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |14.06.2013 17:28 | >--------------------------------------------------------------------------------------------------------------------------------------------------| |------------> | P?edm?t: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |Re: [rt-users] Is it possible to set CustomField in mailgate plugin? | >--------------------------------------------------------------------------------------------------------------------------------------------------| On Fri, Jun 14, 2013 at 01:23:45PM +0200, pavel.sidlo at linuxbox.cz wrote: > I'v got a mailgate plugin in which i am trying to set value to Ticket CustomField. > I'm using this method: > my ($st,$msg) = $args{Ticket}->AddCustomFieldValue( Field => $CFObj-> id, Value => $id, > RecordTransaction => 1 ); > > However this always fail with error message: > Failed to save CF value: 100 as value for CF. Error: Custom field 1 does not apply to this > object > > This look like the CF value cannot be assigne just because the ticket itself does not really > exist yet. Is it the problem? What's the Action? Is this during creation or a correspond/comment? Normally folks do CF manipulation from Scrips rather than Mail Plugins. -kevin [attachment "att0q8g1.dat" deleted by Pavel ?idlo/linuxbox/cz] -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From dgnapier at sfu.ca Tue Jun 18 12:18:29 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 18 Jun 2013 09:18:29 -0700 (PDT) Subject: [rt-users] RT 4.0.8 - rt-mailgate hangs on authenticated RT server In-Reply-To: Message-ID: <638812823.311355711.1371572309079.JavaMail.root@jaguar7.sfu.ca> ----- Original Message ----- > Message: 6 > Date: Mon, 17 Jun 2013 15:21:19 -0700 > From: Thomas Sibley > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 4.0.8 - rt-mailgate hangs on authenticated > RT server > Message-ID: <51BF8BDF.407 at bestpractical.com> > Content-Type: text/plain; charset=UTF-8 > > On 06/17/2013 03:06 PM, Duncan Napier wrote: > > I understand that to get around this, you open up areas of the > > server to the the localhost (127.0.0.1) so no authentication is > > required. I have tried a bunch of fixes, but none seem to work. > > They seem require NoAuth areas of the rt directory have > > authentication disabled using Apache Location or Directory > > directives, as in: > > > > ############# > > # Begin Code Fragment > > ############# > > > > Satisfy Any > > Allow from all > > > > > > > > Satisfy Any > > Allow from all > > > > Your Apache configuration directives are wrong. > Location/LocationMatch > take a URL location, not a directory path (that's what > Directory/DirectoryMatch are for). You also aren't using the > matching > power of LocationMatch, and don't need it, so you want something > like: > > > Satisfy any > Allow from 127.0.0.1 > > > You don't need to allow /NoAuth for mailgate. > Hi Thomas, Thanks very much. I did succeed in making it work, but still using LocatioMatch directive. I changed > > ############# > > # Begin Code Fragment > > ############# > > > > Satisfy Any > > Allow from all > > > > > > > > Satisfy Any > > Allow from all > > by changing the above fragment (and putting in required quotes "" that were missing! Doh!) to Satisfy Any Allow from all Satisfy Any Allow from all It works fine now and I'm not going to mess with it (the cardinal rule of RT - don't mess with what works!!!), unless you have some additional comments or advice about it. Regards, Duncan. From rt-users at thefreecat.org Tue Jun 18 12:34:14 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Tue, 18 Jun 2013 18:34:14 +0200 Subject: [rt-users] Question about restricting queues In-Reply-To: References: Message-ID: <51C08C06.7000901@thefreecat.org> Le 17/06/2013 20:33, Chris Hall a ?crit : > They asked me if there was any way to group these queues up in such a > way that, for example, if a ticket is made in any of the Queue A's > they are locked in and can only be transferred between the Queue > A's. Depending on your setup/organization, you could restrict the visible queues (some people would have access to queues A tier 1/2/3, others to Queues B tier 1/2/3). If this is not possible, you could force the correct queue or reject the transfer from inside a scrip I guess, something like this (untested) : Example to reject the transaction : In condition : my $TransObj = $self->TransactionObj; if ($TransObj->Type eq "Set" and $transObj->Field eq "Queue") { return 0 if (substr($TransObj->OldValue,0,7) ne substr($TransObj->NewValue,0,7); # 7 is length of "Queue A" } return 1; From reg.bestpractical at posterus.com Tue Jun 18 12:42:17 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Tue, 18 Jun 2013 18:42:17 +0200 Subject: [rt-users] Confusion about See/ModifyCustomField rights Message-ID: <009b01ce6c42$cb9a6e20$62cf4a60$@bestpractical@posterus.com> Hello, I am trying to troubleshoot a problem and I got a little bit confused about how See/ModifyCustomField privileges work. Both exist as Custom Field rights as well as Queue rights and they somehow overlap, but it's not very clear to me how. With See/ModifyCustomField set for a group on a queue, I can see and edit custom fields for any tickets in that queue, but at the same time I can't see the same custom fields in search edit - even after selecting a queue first. With See/ModifyCustomField granted for the same group in the custom field properties, on the other hand, RT will show it in search options. It seems like a similar difference exists in API. With queue rights I can access and iterate on $Ticket->CustomFields, but creating a custom field object instance and loading one of the same custom fields by queue and name fails unless the user has See/Modify rights on the actual field. Could someone explain how these rights really work? Best regards, Maciek From JThuau at spacex.com Tue Jun 18 12:49:48 2013 From: JThuau at spacex.com (Jok Thuau) Date: Tue, 18 Jun 2013 16:49:48 +0000 Subject: [rt-users] Is it possible to set CustomField in mailgate plugin? In-Reply-To: Message-ID: If you use procmail -> rt-mailgate, you could use procmail to modify the email to pass the field in the body where "CommandByMail" could pick it up (or the ExtractCustomField extension). Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | From: "pavel.sidlo at linuxbox.cz" > Date: Tuesday, June 18, 2013 7:39 AM To: "rt-users at lists.bestpractical.com" > Subject: Re: [rt-users] Is it possible to set CustomField in mailgate plugin? Hello, full scenario is like this: new email arrive, new ticket is about to be created. I want to check check "TO", or "CC" email header addresses against some special list of mail addresses. If match is found, i need to store the address in CF. I'd like to do the CF value assignment in mail plugin, because in mail plugin i have complete mail object available. So i know in which header the email address appeared. However, it seems i can't store the value in CF (within the mail plugin). I gues it's because we're delaing with NEW ticket, so the ticket itself does not really exists yet, therefore it is impossible to assign a CF value to it. I tried to do the stuff in Scrip, but in there i do not know in which header the address appeared. There is some method "$self->TicketObj->TransactionAddresses()" which return all addresses present in transaction, however there is not an info about in which email header the address was present. Maybe if there was any method to get the whole email message object within scrip - but i do not know abou such. I see i should specify my question more precisely: Is it possible to assign value to CF, in mail plugin, when the email message is about to create completely new ticket ? Thanks in advance Pavel ?idlo ------------------------------------- LinuxBox.cz, s.r.o. 28. ??jna 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: servis at linuxbox.cz ------------------------------------- [Inactive hide details for Kevin Falcone ---14.06.2013 17:28:29---On Fri, Jun 14, 2013 at 01:23:45PM +0200, pavel.sidlo at linuxbox]Kevin Falcone ---14.06.2013 17:28:29---On Fri, Jun 14, 2013 at 01:23:45PM +0200, pavel.sidlo at linuxbox.cz wrote: > I'v got a mailgate plu Od: Kevin Falcone > Komu: rt-users at lists.bestpractical.com, Datum: 14.06.2013 17:28 P?edm?t: Re: [rt-users] Is it possible to set CustomField in mailgate plugin? ________________________________ On Fri, Jun 14, 2013 at 01:23:45PM +0200, pavel.sidlo at linuxbox.cz wrote: > I'v got a mailgate plugin in which i am trying to set value to Ticket CustomField. > I'm using this method: > my ($st,$msg) = $args{Ticket}->AddCustomFieldValue( Field => $CFObj->id, Value => $id, > RecordTransaction => 1 ); > > However this always fail with error message: > Failed to save CF value: 100 as value for CF. Error: Custom field 1 does not apply to this > object > > This look like the CF value cannot be assigne just because the ticket itself does not really > exist yet. Is it the problem? What's the Action? Is this during creation or a correspond/comment? Normally folks do CF manipulation from Scrips rather than Mail Plugins. -kevin [attachment "att0q8g1.dat" deleted by Pavel ?idlo/linuxbox/cz] -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: graycol.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: ecblank.gif URL: From falcone at bestpractical.com Tue Jun 18 13:56:20 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Jun 2013 13:56:20 -0400 Subject: [rt-users] Is it possible to set CustomField in mailgate plugin? In-Reply-To: References: <20130614152755.GH1871@jibsheet.com> Message-ID: <20130618175620.GA71184@jibsheet.com> On Tue, Jun 18, 2013 at 04:39:55PM +0200, pavel.sidlo at linuxbox.cz wrote: > I see i should specify my question more precisely: > Is it possible to assign value to CF, in mail plugin, when the email > message is about to create completely new ticket ? I think the better question is "How do I get the To or Cc header from within a Scrip" since you can't set the custom field on a ticket that doesn't exist yet (bit of a chicken and egg problem there). It sounds like you want to get the First Attachment of the Transaction object passed into the Scrip during the Create and call GetHeader on it - asking for the appropriate headers. You can also get the attachment back as a perl MIME object if you're more comfortable with that, but you have all the rope you need in a Scrip. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 18 14:08:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Jun 2013 14:08:43 -0400 Subject: [rt-users] Question about restricting queues In-Reply-To: References: Message-ID: <20130618180843.GB71184@jibsheet.com> On Mon, Jun 17, 2013 at 02:33:07PM -0400, Chris Hall wrote: > I've got a bit of a weird problem, and wondered if anybody has a solution for it. > We have several queues, and a few are grouped up by name. For example: > Queue A tier 1 > Queue A tier 2 > Queue A tier 3 > Queue B tier 1 > Queue B tier 2 > Queue B tier 3 > The managers at the helpdesk are having a problem w/ ppl making a ticket in Queue A tier 1, > and then when they escalate it, accidentally transferring it to Queue B tier 2 (instead of > Queue A tier 2). They asked me if there was any way to group these queues up in such a way > that, for example, if a ticket is made in any of the Queue A's they are locked in and can only > be transferred between the Queue A's. As Jean-Christophe notes, the common solution is "Don't let them have access to B" but you may not be able to do that. Unfortunately, a Scrip runs too late to stop the email from going out with the other queue's email address. The best solution may be modifying SelectQueue (using a callback if available) to limit the set of Queues presented to non-admin users. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ruz at bestpractical.com Tue Jun 18 14:26:57 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 18 Jun 2013 22:26:57 +0400 Subject: [rt-users] Confusion about See/ModifyCustomField rights In-Reply-To: <51c08e00.8436e00a.7883.ffff89c6SMTPIN_ADDED_BROKEN@mx.google.com> References: <51c08e00.8436e00a.7883.ffff89c6SMTPIN_ADDED_BROKEN@mx.google.com> Message-ID: On Tue, Jun 18, 2013 at 8:42 PM, Maciej Dobrzanski < reg.bestpractical at posterus.com> wrote: > Hello, > > I am trying to troubleshoot a problem and I got a little bit confused about > how See/ModifyCustomField privileges work. Both exist as Custom Field > rights > as well as Queue rights and they somehow overlap, but it's not very clear > to > me how. > > With See/ModifyCustomField set for a group on a queue, I can see and edit > custom fields for any tickets in that queue, but at the same time I can't > see the same custom fields in search edit - even after selecting a queue > first. With See/ModifyCustomField granted for the same group in the custom > field properties, on the other hand, > RT will show it in search options. > > It seems like a similar difference exists in API. With queue rights I can > access and iterate on $Ticket->CustomFields, but creating a custom field > object instance and loading one of the same custom fields by queue and name > fails unless the user has See/Modify rights on the actual field. > > Could someone explain how these rights really work? > SeeCustomField on Queue level should allow you to see all custom fields applied to the queue. Implementation is tricky and it's hard make it work in all cases. See SetContextObject in RT::CustomField. Basicly code says that user wants to interact with this custom field in context of ticket/queue X. So this feature is incomplete, but so wanted that it's kept in RT core and constantly improved to work properly in more and more situations. Situation you described is actually fixable to some point, but I don't remember if we have a fix or not. > > Best regards, > Maciek > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jun 18 14:42:05 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 18 Jun 2013 11:42:05 -0700 Subject: [rt-users] Question about restricting queues In-Reply-To: <20130618180843.GB71184@jibsheet.com> References: <20130618180843.GB71184@jibsheet.com> Message-ID: <51C0A9FD.80006@bestpractical.com> On 06/18/2013 11:08 AM, Kevin Falcone wrote: > On Mon, Jun 17, 2013 at 02:33:07PM -0400, Chris Hall wrote: >> I've got a bit of a weird problem, and wondered if anybody has a solution for it. >> We have several queues, and a few are grouped up by name. For example: >> Queue A tier 1 >> Queue A tier 2 >> Queue A tier 3 >> Queue B tier 1 >> Queue B tier 2 >> Queue B tier 3 >> The managers at the helpdesk are having a problem w/ ppl making a ticket in Queue A tier 1, >> and then when they escalate it, accidentally transferring it to Queue B tier 2 (instead of >> Queue A tier 2). They asked me if there was any way to group these queues up in such a way >> that, for example, if a ticket is made in any of the Queue A's they are locked in and can only >> be transferred between the Queue A's. > > As Jean-Christophe notes, the common solution is "Don't let them have > access to B" but you may not be able to do that. Unfortunately, a > Scrip runs too late to stop the email from going out with the other > queue's email address. > > The best solution may be modifying SelectQueue (using a callback if > available) to limit the set of Queues presented to non-admin users. Another solution which may be acceptable is defining different lifecycles for each trio of queues. The lifecycles don't have to actually be different, just named differently. Then if you omit a mapping between the two lifecycles, RT will prevent tickets moving between them (by _anyone_). It's a bit of a misuse, but will work. From trs at bestpractical.com Tue Jun 18 14:47:34 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 18 Jun 2013 11:47:34 -0700 Subject: [rt-users] RT and SSO with SAML In-Reply-To: References: Message-ID: <51C0AB46.9000906@bestpractical.com> On 06/18/2013 05:58 AM, Ruslan Zakirov wrote: >> - logout waits 1 second (default), and go back to login page, so I'm >> authenticated again. I think I need to change the logout link in the >> code? > > Yes. Very specific to setup, so there is no direct solution that works > for everybody. There's a "Default" callback in NoAuth/Logout.html which you can use to modify the URL redirected to. This lets you have RT redirect to the SSO endpoint's logout URL. >> - SSO is always used and I'd like a way to do a local login (with >> root for example which is not in our user directory). I'm not sure >> how to do this yet. > > Host second RT as a virtual host on different URL without SSO. Only > people with passwords in RT's database would be able to use this interface. Alternatively you can tell Apache to "Satisfy any" and allow some local users depending on their IP address. You may or may not be able to configure mod_mellon to allow optional SSO auth. From kevin.elliott at alaska.gov Tue Jun 18 20:51:22 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Wed, 19 Jun 2013 00:51:22 +0000 Subject: [rt-users] ExternalAuth - attr_map used to populate Custom Fields? Message-ID: <1BCBBD850909C148B389F50256796E350D7FF645@SOAJNUEXMB3.soa.alaska.gov> This is a simple question that I suspect probably has a complicated answer: Can I use the attr_map to map Active Directory attributes to Request Tracker for Custom Fields? I would like to pull in some additional attributes such as 'company' and 'title' and populate some Custom Fields that I created for Users. Any advice? --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 -------------- next part -------------- An HTML attachment was scrubbed... URL: From boli at itss.co.tz Wed Jun 19 07:07:20 2013 From: boli at itss.co.tz (Boli) Date: Wed, 19 Jun 2013 14:07:20 +0300 Subject: [rt-users] 'Reply' rights - what am I missing? Message-ID: <51C190E8.7090308@itss.co.tz> Hi Sorry for what may seem like an obvious question, I have a queue that my privileged users are able to reply to, however I don't want them to be able to reply - only comment. - There are no 'user' rights set for anyone anywhere. - The 'group' rights for the queue (tools->config->queues->QUEUE->groupRights) do not allow 'Reply to Tickets' There are no global group rights (tools->config->global->group rights)(except relating to saved searches) Why can my users still reply to tickets? What am I missing? I imagine its something real obvious... but I've been looking through access rights for the last hour and can't see the wood for the trees... Thanks Boli -- Jon 'Boli' Copeland Network Engineer IT Sales & Services Ltd For support enquiries : support at itss.co.tz For sales enquiries : sales at itss.co.tz Sales Telephone : +255 (0) 7766 52338 In emergencies : +255 (0) 685 374780 From cloos at netcologne.de Wed Jun 19 07:18:56 2013 From: cloos at netcologne.de (Christian Loos) Date: Wed, 19 Jun 2013 13:18:56 +0200 Subject: [rt-users] Question about restricting queues In-Reply-To: References: Message-ID: <51C193A0.2000207@netcologne.de> Am 17.06.2013 20:33, schrieb Chris Hall: > I've got a bit of a weird problem, and wondered if anybody has a > solution for it. > > We have several queues, and a few are grouped up by name. For example: > > Queue A tier 1 > Queue A tier 2 > Queue A tier 3 > > Queue B tier 1 > Queue B tier 2 > Queue B tier 3 > > The managers at the helpdesk are having a problem w/ ppl making a ticket > in Queue A tier 1, and then when they escalate it, accidentally > transferring it to Queue B tier 2 (instead of Queue A tier 2). They > asked me if there was any way to group these queues up in such a way > that, for example, if a ticket is made in any of the Queue A's they are > locked in and can only be transferred between the Queue A's. > > I hope that makes sense. The problem is some of these queues are tied > to different businesses, and if we send out an email due to a ticket > queue transfer and it goes to the wrong company it looks bad on us. I > know personal responsibility can go a long way to fixing this.... but > besides that, is there any way to do what I described above w/ RT? > As always ;-), there is an extension for this: RT-Extension-MoveRules https://github.com/ruz/RT-Extension-MoveRules As the extension isn't updated within the last years maybe it will not work with your RT version. If so just give some feedback to the list and maybe the developer have time to update the extension. Chris From SJC at qvii.com Wed Jun 19 09:49:05 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 19 Jun 2013 09:49:05 -0400 Subject: [rt-users] Notify owners of new ticket not working totally Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312BDE7D0@valkyrie.ogp.qvii.com> I'm using the NotifyOwner plug in for extra notifications: http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/N otifyOwners.pm The Scrip is working, however its also sending out an email even if the ticket gets an owner. It should only fire when the ticket is created and the owner is "Nobody In Particular". Here is my Scrip: ============================ Desc: On Create Unowned Ticket Condition: On Create Action: Notify Potential Owners Template: Global Template: Potential owners notification Stage: TransactionCreate Custom Condition: return 1 if $self->OwnerObj->Id == $RT::Nobody->Id; return 0; ============================= Is my custom condition wrong? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kai at xs4all.nl Wed Jun 19 10:28:30 2013 From: kai at xs4all.nl (Kai Storbeck) Date: Wed, 19 Jun 2013 16:28:30 +0200 Subject: [rt-users] Notify owners of new ticket not working totally In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312BDE7D0@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312BDE7D0@valkyrie.ogp.qvii.com> Message-ID: <14ae2cf3eabb98a1577c145a18215373@xs4all.nl> On 2013-06-19 15:49, Cena, Stephen (ext. 300) wrote: > I'm using the NotifyOwner plug in for extra notifications: > http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/NotifyOwners.pm > [1] > > The Scrip is working, however its also sending out an email even if > the ticket gets an owner. It should only fire when the ticket is > created and the owner is "Nobody In Particular". > > Here is my Scrip: > ============================ > Desc: On Create Unowned Ticket > Condition: On Create > Action: Notify Potential Owners > Template: Global Template: Potential owners notification > Stage: TransactionCreate > > Custom Condition: > return 1 if $self->OwnerObj->Id == $RT::Nobody->Id; > return 0; > ============================= > > Is my custom condition wrong? Hi Stephen, You should select "Userdefined" from the Condition pulldown menu, or it will not run your custom condition code block. Regards, Kai From SJC at qvii.com Wed Jun 19 13:00:57 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 19 Jun 2013 13:00:57 -0400 Subject: [rt-users] Notify owners of new ticket not working References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312BDEAA5@valkyrie.ogp.qvii.com> Ah; then it looks like it's a bug in the plug-in itself. It is in fact notifying the potential owners of a ticket, whether an Owner is specified or not. This isn't bad. I could just create a custom Template that would rework the email to let everyone know who has the ticket. Does anyone have a custom Scrip they use when a ticket is created, and no owner is specified that all potential owners get notified? I also need to look at the Perl modules someone recommended earlier, but I thought this plug-in might do the trick. Message: 14 Date: Wed, 19 Jun 2013 16:28:30 +0200 From: Kai Storbeck To: Subject: Re: [rt-users] Notify owners of new ticket not working totally Message-ID: <14ae2cf3eabb98a1577c145a18215373 at xs4all.nl> Content-Type: text/plain; charset=UTF-8; format=flowed On 2013-06-19 15:49, Cena, Stephen (ext. 300) wrote: > I'm using the NotifyOwner plug in for extra notifications: > http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/N otifyOwners.pm > [1] > > The Scrip is working, however its also sending out an email even if > the ticket gets an owner. It should only fire when the ticket is > created and the owner is "Nobody In Particular". > > Here is my Scrip: > ============================ > Desc: On Create Unowned Ticket > Condition: On Create > Action: Notify Potential Owners > Template: Global Template: Potential owners notification > Stage: TransactionCreate > > Custom Condition: > return 1 if $self->OwnerObj->Id == $RT::Nobody->Id; > return 0; > ============================= > > Is my custom condition wrong? Hi Stephen, You should select "Userdefined" from the Condition pulldown menu, or it will not run your custom condition code block. Regards, Kai ------------------------------ -------- rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of rt-users Digest, Vol 111, Issue 20 ***************************************** From daniel.tinoco at mcgill.ca Wed Jun 19 16:18:03 2013 From: daniel.tinoco at mcgill.ca (Daniel Tinoco-Silva) Date: Wed, 19 Jun 2013 20:18:03 +0000 Subject: [rt-users] Passing Today's date to a custom field through Template Message-ID: <2FC244C3ACF8034B8231408FB4AA6AB22090D96A@EXMBX2010-7.campus.MCGILL.CA> > Hello, > > > > I'm trying to populate a custom field with today's date using a > template. Currently, I have: > > > > Start Date: { $Ticket->CreatedAsString } > > > > But that's not working. Do you know what could be wrong? > > > > Here's my whole Template: > > > > ===Create-Ticket: power > > Subject: Auto Created::{$Tickets{'TOP'}->Subject} > > Parents: TOP > > Queue: CESA Ticketing System > > Donor(s) Name(s): {$Tickets{'TOP'}->FirstCustomFieldValue('Donor(s) > Name(s)')} > > Donor(s) James Entity ID: > {$Tickets{'TOP'}->FirstCustomFieldValue('Donor(s) James Entity ID')} > > Funding Type: {$Tickets{'TOP'}->FirstCustomFieldValue('Funding Type')} > > Content: This was created automatically as part of the Gift Processing > System. > > ENDOFCONTENT > > > > Thank you for your help in this! > > > > Best, > > > > Daniel.. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Robert.Bunker at nuance.com Wed Jun 19 16:56:11 2013 From: Robert.Bunker at nuance.com (Bunker, Robert) Date: Wed, 19 Jun 2013 20:56:11 +0000 Subject: [rt-users] RT::Extension::NonWatcherRecipients Message-ID: <9668980D499D08469DAEB9C828E5EC68370EDDF4@SOM-EXCH03.nuance.com> One of the main problems I have with my Request Tracker installation is that people added on external email after a ticket is created are not subsequently added as CCs to a ticket. http://blog.bestpractical.com/2013/03/keeping-track-of-extra-email-ccs.html This extension identifies that problem but just sends out notification. Is there any other extension or setting or even third-party published customizations which will automatically add people as CC roles on an existing case? -Rob From ruz at bestpractical.com Wed Jun 19 17:37:47 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 20 Jun 2013 01:37:47 +0400 Subject: [rt-users] Question about restricting queues In-Reply-To: <51C193A0.2000207@netcologne.de> References: <51C193A0.2000207@netcologne.de> Message-ID: On Wed, Jun 19, 2013 at 3:18 PM, Christian Loos wrote: > Am 17.06.2013 20:33, schrieb Chris Hall: > > I've got a bit of a weird problem, and wondered if anybody has a > > solution for it. > > > > We have several queues, and a few are grouped up by name. For example: > > > > Queue A tier 1 > > Queue A tier 2 > > Queue A tier 3 > > > > Queue B tier 1 > > Queue B tier 2 > > Queue B tier 3 > > > > The managers at the helpdesk are having a problem w/ ppl making a ticket > > in Queue A tier 1, and then when they escalate it, accidentally > > transferring it to Queue B tier 2 (instead of Queue A tier 2). They > > asked me if there was any way to group these queues up in such a way > > that, for example, if a ticket is made in any of the Queue A's they are > > locked in and can only be transferred between the Queue A's. > > > > I hope that makes sense. The problem is some of these queues are tied > > to different businesses, and if we send out an email due to a ticket > > queue transfer and it goes to the wrong company it looks bad on us. I > > know personal responsibility can go a long way to fixing this.... but > > besides that, is there any way to do what I described above w/ RT? > > > > As always ;-), there is an extension for this: > RT-Extension-MoveRules > https://github.com/ruz/RT-Extension-MoveRules > > As the extension isn't updated within the last years maybe it will not > work with your RT version. If so just give some feedback to the list and > maybe the developer have time to update the extension. > I'm developer. Probably this summer I wouldn't have cycles to check it on my own. If it doesn't work then clean patches/pull requests are more than welcome or you can always book my time via sales at bestpractical.com. > Chris > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 19 17:40:02 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 20 Jun 2013 01:40:02 +0400 Subject: [rt-users] 'Reply' rights - what am I missing? In-Reply-To: <51C190E8.7090308@itss.co.tz> References: <51C190E8.7090308@itss.co.tz> Message-ID: On Wed, Jun 19, 2013 at 3:07 PM, Boli wrote: > Hi > > Sorry for what may seem like an obvious question, > > I have a queue that my privileged users are able to reply to, however I > don't want them to be able to reply - only comment. > > - There are no 'user' rights set for anyone anywhere. > - The 'group' rights for the queue > (tools->config->queues->QUEUE->groupRights) do not allow 'Reply to Tickets' > There are no global group rights (tools->config->global->group > rights)(except relating to saved searches) > > Why can my users still reply to tickets? What am I missing? > > I imagine its something real obvious... but I've been looking through > access rights for the last hour and can't see the wood for the trees... > Try http://search.cpan.org/~ruz/RT-Extension-Utils-0.05/sbin/rt-check-user-right-on-ticket > > Thanks > > Boli > -- > Jon 'Boli' Copeland > Network Engineer > IT Sales & Services Ltd > For support enquiries : support at itss.co.tz > For sales enquiries : sales at itss.co.tz > Sales Telephone : +255 (0) 7766 52338 > In emergencies : +255 (0) 685 374780 > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jun 19 17:46:04 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 20 Jun 2013 01:46:04 +0400 Subject: [rt-users] RT::Extension::NonWatcherRecipients In-Reply-To: <9668980D499D08469DAEB9C828E5EC68370EDDF4@SOM-EXCH03.nuance.com> References: <9668980D499D08469DAEB9C828E5EC68370EDDF4@SOM-EXCH03.nuance.com> Message-ID: http://requesttracker.wikia.com/wiki/ParseFollowupMessageForTicketCcs Not sure of the status. On Thu, Jun 20, 2013 at 12:56 AM, Bunker, Robert wrote: > One of the main problems I have with my Request Tracker installation is > that people added on external email after a ticket is created are not > subsequently added as CCs to a ticket. > > http://blog.bestpractical.com/2013/03/keeping-track-of-extra-email-ccs.html > > This extension identifies that problem but just sends out notification. > Is there any other extension or setting or even third-party published > customizations which will automatically add people as CC roles on an > existing case? > > -Rob > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnny.c at aware.co.th Wed Jun 19 23:26:21 2013 From: johnny.c at aware.co.th (Johnny Rose Carlsen) Date: Thu, 20 Jun 2013 10:26:21 +0700 Subject: [rt-users] Problems with Perl modules on CentOS Message-ID: <51C2765D.8090001@aware.co.th> Dear List, I have been running a few RT 3/4 systems on CentOS 5/6 for the last 3 years and have had many issues maintaining them. A lot of the required Perl modules used by RT are not provided by the standard CentOS repositories (including EPEL and RPMForge), which means they will get installed using CPAN. Some of the modules from CPAN then requires newer versions of modules that was installed by RPM. So in some situations I end up with a module being managed by both CPAN and RPM (CPAN for the newest version, RPM because of other RPM dependencies). Everything usually ends up working somehow, but only until it is time to update the server (yum update) or RT - which causes everything to break. I have read the wiki about how other people handle RT on CentOS, but I can't see any guides who actually solves this problem. Am I missing something? or should I just be using a different distribution? Which distribution seems to work best with RT? - I'd like to completely avoid installing stuff using CPAN. Best Regards, Johnny Carlsen ________________________________ CONFIDENTIAL AND PRIVILEGED: This e-mail and associated content is subject to the disclaimer statement found at http://aware.co.th/emaildisclaimer/rev1-0.php. From cbw at itf-as.no Thu Jun 20 03:28:54 2013 From: cbw at itf-as.no (Christian B. Wiik) Date: Thu, 20 Jun 2013 09:28:54 +0200 Subject: [rt-users] Unable to configure "open" queue Message-ID: Hi. We are a small company that got recommended this nice piece of software, but have stranded on a small issue: We are unable to configure a "open" queue, that allows everyone to create a ticket through incoming email. Whatever we try we get the following two lines in syslog: Ticket creation failed: Test 20: No permission to create tickets in the queue 'Testing' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) Could not record email: Ticket creation failed: No permission to create tickets in the queue 'Testing' (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway :75) Tried this on both the stock "Support" queue, and now with a brand new "Testing" queue. The setting I would suspect should change this, is queues->group rights->All, and then allowing "Create tickets" under "General rights", but I have also tried allowing this a dozen other places without luck :-( Any help is appreciated. Regards -- Christian B. Wiik -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Thu Jun 20 03:45:49 2013 From: jvdwege at xs4all.nl (Joop) Date: Thu, 20 Jun 2013 09:45:49 +0200 Subject: [rt-users] Unable to configure "open" queue In-Reply-To: References: Message-ID: <51C2B32D.7020809@xs4all.nl> Christian B. Wiik wrote: > Hi. > > We are a small company that got recommended this nice piece of > software, but have stranded on a small issue: We are unable to > configure a "open" queue, that allows everyone to create a ticket > through incoming email. > > Whatever we try we get the following two lines in syslog: > Ticket creation failed: Test 20: No permission to create tickets in > the queue 'Testing' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) > Could not record email: Ticket creation failed: No permission to > create tickets in the queue 'Testing' > (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway > :75) > > Tried this on both the stock "Support" queue, and now with a brand new > "Testing" queue. > > The setting I would suspect should change this, is queues->group > rights->All, and then allowing "Create tickets" under "General > rights", but I have also tried allowing this a dozen other places > without luck :-( > As a test could you add Create Tickets to the global Everyone group and then try. RT Essentials (the book) has an example of that and for me it has worked several times in the past. Restricting Create Ticket to only certain queues will work but try to get the general one working first. Thinking about general, what does your /etc/aliases look like, or how/where does you mail end up in RT? My setup is that mail send to support at domain.nl will go to the General queue which is created as part of initdb and things like support-app1 at domain.nl will go directly to the app1 queue. I'm suspecting that you have added Create Ticket to your Testing queue but that by default your mta is trying to use the General queue to create tickets which doesn't have Create Ticket. Regards, Joop From elacour at easter-eggs.com Thu Jun 20 03:54:37 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 20 Jun 2013 09:54:37 +0200 Subject: [rt-users] Passing Today's date to a custom field through Template In-Reply-To: <2FC244C3ACF8034B8231408FB4AA6AB22090D96A@EXMBX2010-7.campus.MCGILL.CA> References: <2FC244C3ACF8034B8231408FB4AA6AB22090D96A@EXMBX2010-7.campus.MCGILL.CA> Message-ID: <51C2B53D.2040009@easter-eggs.com> On 19/06/2013 22:18, Daniel Tinoco-Silva wrote: > > > > Start Date: { $Ticket->CreatedAsString } > this syntax should work (not tested): Starts: { $Ticket->ISO } look here for available fields: http://www.bestpractical.com/rt/docs/4.0/RT/Action/CreateTickets.html#Acceptable-Fields From cbw at itf-as.no Thu Jun 20 04:00:04 2013 From: cbw at itf-as.no (Christian B. Wiik) Date: Thu, 20 Jun 2013 10:00:04 +0200 Subject: [rt-users] Unable to configure "open" queue In-Reply-To: <51C2B32D.7020809@xs4all.nl> References: <51C2B32D.7020809@xs4all.nl> Message-ID: On Thu, Jun 20, 2013 at 9:45 AM, Joop wrote: > As a test could you add Create Tickets to the global Everyone group and > then try. RT Essentials (the book) has an example of that and for me it has > worked several times in the past. Restricting Create Ticket to only certain > queues will work but try to get the general one working first. > Thinking about general, what does your /etc/aliases look like, or > how/where does you mail end up in RT? > My setup is that mail send to support at domain.nl will go to the General > queue which is created as part of initdb and things like > support-app1 at domain.nl will go directly to the app1 queue. I'm suspecting > that you have added Create Ticket to your Testing queue but that by default > your mta is trying to use the General queue to create tickets which doesn't > have Create Ticket. > Hi and thanks for reply Joop. I already have "Create tickets" enabled under global group rights -> Everyone -> General rights. My /etc/aliases is currently set to: support: "|/opt/rt4/bin/rt-mailgate --queue Testing --action correspond --url http://localhost/rt/" My RT was set up running 4.0.10, but I have now upgraded to 4.0.13 and get the same results. -- Regards Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From pbubin at gmail.com Thu Jun 20 04:06:56 2013 From: pbubin at gmail.com (My Firstname My Lastname) Date: Thu, 20 Jun 2013 10:06:56 +0200 Subject: [rt-users] When linking an article to a ticket, some noise is display Message-ID: Hello all, I configured some articles with custom fields in my RT4 instance. When I link an article to a ticket, I see somme characters like: #2: Canned Response 1 --------------------- Body: ---- Test 1234 On Tue Jun 18 08:41:28 2013, xxxxxxx at xxxxxxxxx.com wrote: > Hello, I need your help. Is there a possibility to delete the "#2: Canned Response 1" and the "body: ----" ? It doesn't appear "Professional" in front of the customers... Thanks for your help Phi. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Jun 20 06:39:23 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Jun 2013 14:39:23 +0400 Subject: [rt-users] When linking an article to a ticket, some noise is display In-Reply-To: References: Message-ID: It is controlled with checkboxes in settings for the class. Ruslan from phone. 20.06.2013 12:07 ???????????? "My Firstname My Lastname" ???????: > Hello all, > > I configured some articles with custom fields in my RT4 instance. > When I link an article to a ticket, I see somme characters like: > > #2: Canned Response 1 > --------------------- > Body: > ---- > Test 1234 > On Tue Jun 18 08:41:28 2013, xxxxxxx at xxxxxxxxx.com wrote: > > Hello, I need your help. > > Is there a possibility to delete the "#2: Canned Response 1" and the > "body: ----" ? > It doesn't appear "Professional" in front of the customers... > > Thanks for your help > > Phi. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Thu Jun 20 08:50:53 2013 From: jvdwege at xs4all.nl (Joop) Date: Thu, 20 Jun 2013 14:50:53 +0200 Subject: [rt-users] Unable to configure "open" queue In-Reply-To: References: <51C2B32D.7020809@xs4all.nl> Message-ID: <51C2FAAD.5070300@xs4all.nl> Christian B. Wiik wrote: > On Thu, Jun 20, 2013 at 9:45 AM, Joop > wrote: > > As a test could you add Create Tickets to the global Everyone > group and then try. RT Essentials (the book) has an example of > that and for me it has worked several times in the past. > Restricting Create Ticket to only certain queues will work but try > to get the general one working first. > Thinking about general, what does your /etc/aliases look like, or > how/where does you mail end up in RT? > My setup is that mail send to support at domain.nl > will go to the General queue which is > created as part of initdb and things like support-app1 at domain.nl > will go directly to the app1 > queue. I'm suspecting that you have added Create Ticket to your > Testing queue but that by default your mta is trying to use the > General queue to create tickets which doesn't have Create Ticket. > > > Hi and thanks for reply Joop. > > I already have "Create tickets" enabled under global group rights -> > Everyone -> General rights. > > My /etc/aliases is currently set to: > support: "|/opt/rt4/bin/rt-mailgate --queue Testing > --action correspond --url http://localhost/rt/" > > My RT was set up running 4.0.10, but I have now upgraded to 4.0.13 and > get the same results. > Those settings should work. There are no other errors/info in the rt.log or apache error.log just above the permission denied? You could feed rt-mailgate a mail message from the commandline and see what error it spits out. Wild guess, why use localhost/rt instead of fqdn/rt ? Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at UCMAIL.UC.EDU Thu Jun 20 08:59:16 2013 From: barnesaw at UCMAIL.UC.EDU (Barnes, Andrew (barnesaw)) Date: Thu, 20 Jun 2013 12:59:16 +0000 Subject: [rt-users] Notify owners of new ticket not working In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312BDEAA5@valkyrie.ogp.qvii.com> Message-ID: On 6/19/13 1:00 PM, "Cena, Stephen (ext. 300)" wrote: >Ah; then it looks like it's a bug in the plug-in itself. It is in fact >notifying the potential owners of a ticket, whether an Owner is >specified or not. This isn't bad. I could just create a custom Template >that would rework the email to let everyone know who has the ticket. > >Does anyone have a custom Scrip they use when a ticket is created, and >no owner is specified that all potential owners get notified? I also >need to look at the Perl modules someone recommended earlier, but I >thought this plug-in might do the trick. My (working) custom condition: ####### ## Custom condition for OnCreate ## Only applies if no owner is set ####### return undef unless ( ($self->TransactionObj->Type eq "Create") && ( $self->TicketObj->Owner == $RT::Nobody->id ) ); return 1; Drew Barnes Software Applications Developer University of Cincinnati Blue Ash College Information Technology Department -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5501 bytes Desc: not available URL: From ram0502 at gmail.com Thu Jun 20 12:09:01 2013 From: ram0502 at gmail.com (Ram) Date: Thu, 20 Jun 2013 09:09:01 -0700 Subject: [rt-users] Problems with Perl modules on CentOS Message-ID: Date: Thu, 20 Jun 2013 10:26:21 +0700 > From: Johnny Rose Carlsen > Dear List, > > I have been running a few RT 3/4 systems on CentOS 5/6 for the last 3 > years and have had many issues maintaining them. > > A lot of the required Perl modules used by RT are not provided by the > standard CentOS repositories (including EPEL and RPMForge), which means > they will get installed using CPAN. > > Some of the modules from CPAN then requires newer versions of modules > that was installed by RPM. So in some situations I end up with a module > being managed by both CPAN and RPM (CPAN for the newest version, RPM > because of other RPM dependencies). > > Everything usually ends up working somehow, but only until it is time to > update the server (yum update) or RT - which causes everything to break. > > I have read the wiki about how other people handle RT on CentOS, but I > can't see any guides who actually solves this problem. > > Am I missing something? or should I just be using a different distribution? > > Which distribution seems to work best with RT? - I'd like to completely > avoid installing stuff using CPAN. I run rt4 on centos. IMO the best way to handle it is to use CPAN in a pre-production environment and have it install into a local user folder and that tar up that folder and stuff it into production. The install only the base perl modules for our distro using packages - all the RT specific stuff is pulled in via CPAN. The reasons for this decision included: -some modules need to be complied and as a matter of policy we don't put compilers on production boxes -we run multiple vhosts and they might have different perl dependencies -we could not find all the CPAN modules we needed packaged already To go down this path you will have to set envs accordingly for httpd, any cron-jobs, as well as any user accounts where you want to use the RT command-line tools. In the httpd conf for my rt4 vhost I have: SetEnv PERL5LIB /srv/httpd/ example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5 FastCgiServer /srv/httpd/example.com/rt-4.0.2/sbin/rt-server.fcgi-processes 5 -idle-timeout 300 -initial-env PERL5LIB=/srv/httpd/ example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5 In the crontab for the user that runs rt cron jobs (e.g.rt-email-digest) one of the first lines is: PERL5LIB=/srv/httpd/ example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5 In the env for any user that wants to run rt tools (like rt and rt-shredder): PERL5LIB=/srv/httpd/ example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5 You will have to configure CPAN to install into the private dir - see http://www.perlmonks.org/?node_id=630026 cheers ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 20 12:58:34 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 20 Jun 2013 12:58:34 -0400 Subject: [rt-users] 'Reply' rights - what am I missing? In-Reply-To: <51C190E8.7090308@itss.co.tz> References: <51C190E8.7090308@itss.co.tz> Message-ID: <20130620165834.GC71184@jibsheet.com> On Wed, Jun 19, 2013 at 02:07:20PM +0300, Boli wrote: > I have a queue that my privileged users are able to reply to, however I > don't want them to be able to reply - only comment. > > - There are no 'user' rights set for anyone anywhere. > - The 'group' rights for the queue > (tools->config->queues->QUEUE->groupRights) do not allow 'Reply to Tickets' > There are no global group rights (tools->config->global->group > rights)(except relating to saved searches) > > Why can my users still reply to tickets? What am I missing? Do they have ModifyTicket? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Thu Jun 20 16:02:56 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 20 Jun 2013 13:02:56 -0700 Subject: [rt-users] Problems with Perl modules on CentOS In-Reply-To: <51C2765D.8090001@aware.co.th> References: <51C2765D.8090001@aware.co.th> Message-ID: <51C35FF0.60604@bestpractical.com> On 06/19/2013 08:26 PM, Johnny Rose Carlsen wrote: > I have read the wiki about how other people handle RT on CentOS, but I > can't see any guides who actually solves this problem. We recommend using an isolated perl (that is, not the system perl) for RT. This keeps RT's deps separate from the system's and ensures neither break when updates are applied. This is especially true on CentOS and RHEL which package certain Perl libraries with features removed, thus breaking RT. It's really straightforward to get an isolated perl via perlbrew (http://perlbrew.pl) these days, and combined with cpanm (http://cpanmin.us) you can install the RT deps quickly and easily. From moebiusproject at gmail.com Fri Jun 21 00:20:23 2013 From: moebiusproject at gmail.com (Al Twohill) Date: Fri, 21 Jun 2013 16:20:23 +1200 Subject: [rt-users] Conditionally add new unprivileged users Message-ID: Hello all, I'm currently learning rt - this thing is amazing and I wish I knew about it earlier! I'd like to be able to extend the user creation via email process, but I'm not sure where to start. Specifically, when someone emails rt at example.com and they don't yet have a user account, I'd like to search through all my groups to see if their domain name exists in a custom field. If the group is found, then I'd like them to be added to that group, and the ticket created. If no group is found, I'd like rt to send them a message telling them to contact an admin, and the user account would not be created. I'm not asking how to code this functionality (I'll try and figure that out myself), but I've no idea how I can hook into the account creation process. If anyone could give any pointers for me to get started that'd be wonderful. I'm running rt 4.0.4 on Ubuntu 12.04. Thanks, Al From craig at 2ndquadrant.com Fri Jun 21 00:52:46 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Fri, 21 Jun 2013 12:52:46 +0800 Subject: [rt-users] Making "make initdb" idempotent? Message-ID: <51C3DC1E.50804@2ndquadrant.com> Hi all I'm in the process of packing up various small bits of RT code for our RT install into an extension that can be properly versioned and tracked. There's just one frustrating barrier to this: RT's extension system provides a "make initdb", but no way to make the application of the initial data provided in etc/initialdata idempotent. If you run "make initdb" twice, it duplicates everything, not just adding any new records. Is this a problem anyone else has looked into? I'm considering teaching "make initdb" to do a basic upsert: Lock the table in question in EXCLUSIVE mode (PostgreSQL, allows SELECTs but nothing else in other transactions), then do the usual portable two-command sequence: UPDATE thetable SET description = 'thedescription', ... WHERE name = 'thename'; INSERT INTO thetable(name, description, ...) SELECT 'thename', 'thedescription', ... WHERE NOT EXISTS (SELECT 1 FROM thetable WHERE thetable.name = 'thename'); For other DBs, just do a "LOCK tablename;" (unless MySQL, etc, users want to suggest an appropriate lock mode). The problem with this is that the name isn't really meant to be a key, for all sorts of reasons. It's user-visible, it's in natural language, and it's translatable. It'd be strongly preferable to add a new field to the initdb parameter hash that provides a non-translatable internal text identifier for the command of interest. Here's what I'm thinking of: - Add a new nullable unique text column to scrips, scripactions, and scripconditions named 'extension_identifier'. - Have 'make initdb' check for a hash param 'ExtensionIdentifier' in each row. If none is present, behave exactly as now, leaving the extension_identifier column NULL. - If the ExtensionIdentifier key is found, Do an upsert with table lock as described above for each row when we 'make initdb', but instead of using the 'name' field, discriminate based on the 'extension_identifier' column. This would allow extensions to provide a unique identifier for their scrips, scrip actions, scrip conditions, etc, that if used consistently would let them make the initdb command idempotent, so it can be used when an extension is updated, not just first installed. Guidance for extension authors would suggest that the extension's name be used to prefix the extension identifier so as to avoid clashes. No support for deleting obsolete entries would be provided; if an entry vanishes from the initialdata but was installed from a previous version, it would not be touched in the DB. That's let extensions continue to provide support for old actions, conditions, etc without exposing them to new users. By using the extension name and a text identifier the need to have a central identifier registry is avoided; CPAN's Perl namespace registry already serves the required purpose. Thoughts/opinions? Would the RT team consider accepting a patch implementing the above as a change to RTxInitDB ? If so, how would you deal with the addition of the new column to each of the tables? Do it as part of the upgrade script for the next RT release that needs an upgrade script anyway, and if it isn't present, ignore the ExtensionIdentifier field in the initialdata for backward compatibility? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From cbw at itf-as.no Fri Jun 21 04:27:00 2013 From: cbw at itf-as.no (Christian B. Wiik) Date: Fri, 21 Jun 2013 10:27:00 +0200 Subject: [rt-users] Unable to configure "open" queue In-Reply-To: <51C2FAAD.5070300@xs4all.nl> References: <51C2B32D.7020809@xs4all.nl> <51C2FAAD.5070300@xs4all.nl> Message-ID: On Thu, Jun 20, 2013 at 2:50 PM, Joop wrote: > > Those settings should work. There are no other errors/info in the rt.log > or apache error.log just above the permission denied? > You could feed rt-mailgate a mail message from the commandline and see > what error it spits out. Wild guess, why use localhost/rt instead of > fqdn/rt ? > Dead on Joop! I used the localhost version because the server is only accessible through https from the outside. This gave me a certificate error using the fqdn version. I now found the "--no-verify-ssl" switch to rt-mailgate, and this solved my problem. Thanks a lot! -- Regards Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jun 21 08:21:48 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 21 Jun 2013 16:21:48 +0400 Subject: [rt-users] Making "make initdb" idempotent? In-Reply-To: <51C3DC1E.50804@2ndquadrant.com> References: <51C3DC1E.50804@2ndquadrant.com> Message-ID: Hi, Some of what you mention may be partially implemented in a branch (upgrade history). Note that "Don't create if it exists" concept is not something we're targeting at. Our approach is to register upgrade files so they can not be applied twice so easy. On Fri, Jun 21, 2013 at 8:52 AM, Craig Ringer wrote: > Hi all > > I'm in the process of packing up various small bits of RT code for our > RT install into an extension that can be properly versioned and tracked. > > There's just one frustrating barrier to this: RT's extension system > provides a "make initdb", but no way to make the application of the > initial data provided in etc/initialdata idempotent. If you run "make > initdb" twice, it duplicates everything, not just adding any new records. > > Is this a problem anyone else has looked into? I'm considering teaching > "make initdb" to do a basic upsert: Lock the table in question in > EXCLUSIVE mode (PostgreSQL, allows SELECTs but nothing else in other > transactions), then do the usual portable two-command sequence: > > UPDATE thetable > SET description = 'thedescription', ... > WHERE name = 'thename'; > > INSERT INTO thetable(name, description, ...) > SELECT 'thename', 'thedescription', ... > WHERE NOT EXISTS (SELECT 1 FROM thetable WHERE thetable.name = 'thename'); > > > For other DBs, just do a "LOCK tablename;" (unless MySQL, etc, users > want to suggest an appropriate lock mode). > > The problem with this is that the name isn't really meant to be a key, > for all sorts of reasons. It's user-visible, it's in natural language, > and it's translatable. > > It'd be strongly preferable to add a new field to the initdb parameter > hash that provides a non-translatable internal text identifier for the > command of interest. Here's what I'm thinking of: > > - Add a new nullable unique text column to scrips, scripactions, and > scripconditions named 'extension_identifier'. > > - Have 'make initdb' check for a hash param 'ExtensionIdentifier' in > each row. If none is present, behave exactly as now, leaving the > extension_identifier column NULL. > > - If the ExtensionIdentifier key is found, Do an upsert with table lock > as described above for each row when we 'make initdb', but instead of > using the 'name' field, discriminate based on the 'extension_identifier' > column. > > > > > This would allow extensions to provide a unique identifier for their > scrips, scrip actions, scrip conditions, etc, that if used consistently > would let them make the initdb command idempotent, so it can be used > when an extension is updated, not just first installed. > > Guidance for extension authors would suggest that the extension's name > be used to prefix the extension identifier so as to avoid clashes. > > No support for deleting obsolete entries would be provided; if an entry > vanishes from the initialdata but was installed from a previous version, > it would not be touched in the DB. That's let extensions continue to > provide support for old actions, conditions, etc without exposing them > to new users. > > By using the extension name and a text identifier the need to have a > central identifier registry is avoided; CPAN's Perl namespace registry > already serves the required purpose. > > Thoughts/opinions? > > Would the RT team consider accepting a patch implementing the above as a > change to RTxInitDB ? > > If so, how would you deal with the addition of the new column to each of > the tables? Do it as part of the upgrade script for the next RT release > that needs an upgrade script anyway, and if it isn't present, ignore the > ExtensionIdentifier field in the initialdata for backward compatibility? > -- > Craig Ringer http://www.2ndQuadrant.com/ > PostgreSQL Development, 24x7 Support, Training & Services > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jun 21 08:25:04 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 21 Jun 2013 16:25:04 +0400 Subject: [rt-users] Conditionally add new unprivileged users In-Reply-To: References: Message-ID: Hi, Sadly there are no scrips for other objects except tickets. What you want is not hard to do by wrapping Create method in RT::User class. Basicly you let RT do creation and when it successfuly returns to the caller, you can do required lookups and put user into a group. On Fri, Jun 21, 2013 at 8:20 AM, Al Twohill wrote: > Hello all, > > I'm currently learning rt - this thing is amazing and I wish I knew > about it earlier! > > I'd like to be able to extend the user creation via email process, but > I'm not sure where to start. > > Specifically, when someone emails rt at example.com and they don't yet > have a user account, I'd like to search through all my groups to see > if their domain name exists in a custom field. > > If the group is found, then I'd like them to be added to that group, > and the ticket created. > > If no group is found, I'd like rt to send them a message telling them > to contact an admin, and the user account would not be created. > > I'm not asking how to code this functionality (I'll try and figure > that out myself), but I've no idea how I can hook into the account > creation process. > > If anyone could give any pointers for me to get started that'd be > wonderful. > > I'm running rt 4.0.4 on Ubuntu 12.04. > > Thanks, > > Al > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Fri Jun 21 09:36:35 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Fri, 21 Jun 2013 21:36:35 +0800 Subject: [rt-users] Making "make initdb" idempotent? In-Reply-To: References: <51C3DC1E.50804@2ndquadrant.com> Message-ID: <51C456E3.6030604@2ndquadrant.com> On 06/21/2013 08:21 PM, Ruslan Zakirov wrote: > Hi, > > Some of what you mention may be partially implemented in a branch > (upgrade history). Note that "Don't create if it exists" concept is not > something we're targeting at. Our approach is to register upgrade files > so they can not be applied twice so easy. > Hm. That'd work if an extension could provide multiple upgrade files, so each new version could add new upgrade files. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From ruz at bestpractical.com Fri Jun 21 11:56:00 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 21 Jun 2013 19:56:00 +0400 Subject: [rt-users] Making "make initdb" idempotent? In-Reply-To: <51C456E3.6030604@2ndquadrant.com> References: <51C3DC1E.50804@2ndquadrant.com> <51C456E3.6030604@2ndquadrant.com> Message-ID: On Fri, Jun 21, 2013 at 5:36 PM, Craig Ringer wrote: > On 06/21/2013 08:21 PM, Ruslan Zakirov wrote: > > Hi, > > > > Some of what you mention may be partially implemented in a branch > > (upgrade history). Note that "Don't create if it exists" concept is not > > something we're targeting at. Our approach is to register upgrade files > > so they can not be applied twice so easy. > > > > Hm. That'd work if an extension could provide multiple upgrade files, so > each new version could add new upgrade files. > Our extensions do this. Each version that needs DB upgrade provides a separate upgrade dir with schema, content... like RT itself. > > -- > Craig Ringer http://www.2ndQuadrant.com/ > PostgreSQL Development, 24x7 Support, Training & Services > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Jun 21 16:46:44 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 21 Jun 2013 16:46:44 -0400 Subject: [rt-users] Problems with Perl modules on CentOS In-Reply-To: <51C35FF0.60604@bestpractical.com> References: <51C2765D.8090001@aware.co.th> <51C35FF0.60604@bestpractical.com> Message-ID: On Thu, Jun 20, 2013 at 4:02 PM, Thomas Sibley wrote: > On 06/19/2013 08:26 PM, Johnny Rose Carlsen wrote: > > I have read the wiki about how other people handle RT on CentOS, but I > > can't see any guides who actually solves this problem. > > We recommend using an isolated perl (that is, not the system perl) for > RT. This keeps RT's deps separate from the system's and ensures neither > break when updates are applied. This is especially true on CentOS and > RHEL which package certain Perl libraries with features removed, thus > breaking RT. It's really straightforward to get an isolated perl via > In that context, We are suppose to pick a linux distro for our new RT. Any recommendation? > perlbrew (http://perlbrew.pl) these days, and combined with cpanm > (http://cpanmin.us) you can install the RT deps quickly and easily. > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From moebiusproject at gmail.com Fri Jun 21 17:06:39 2013 From: moebiusproject at gmail.com (Al Twohill) Date: Sat, 22 Jun 2013 09:06:39 +1200 Subject: [rt-users] Conditionally add new unprivileged users In-Reply-To: References: Message-ID: Thanks Ruslan, On 22 June 2013 00:25, Ruslan Zakirov wrote: >snip< > Sadly there are no scrips for other objects except tickets. What you want is > not hard to do by wrapping Create method in RT::User class. Basicly you let > RT do creation and when it successfuly returns to the caller, you can do > required lookups and put user into a group. Yes, I'd discovered that I couldn't run scrips on things other than tickets, so was looking at wrapping or extending a user method. I'd got as far as learning about overlays, and am thinking I want to use an overlay to rewrite RT::User::LoadOrCreateByEmail, so that I can refuse creating a user if they're not from a valid domain etc. So I've created a User_Overlay.pm, that overrides that method but I can't find any documentation on how to get it to be run instead of the original. I've put it in /usr/local/share/request-tracker4/lib/, but not sure where to go from here. Thanks, Al From darin at darins.net Fri Jun 21 21:14:12 2013 From: darin at darins.net (Darin Perusich) Date: Fri, 21 Jun 2013 21:14:12 -0400 Subject: [rt-users] Problems with Perl modules on CentOS In-Reply-To: References: <51C2765D.8090001@aware.co.th> <51C35FF0.60604@bestpractical.com> Message-ID: Perhaps I'm biased being the maintainer but all you have to do for SuSE is add the devel:languages:perl repo followed by "zypper in request-tracker" and you'll be ready to rock with request tracker. Oh, and if you use puppet try the "darin-rt" module too ;-) > In that context, We are suppose to pick a linux distro for our new RT. Any > recommendation? > From vadud3 at gmail.com Sat Jun 22 00:02:24 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 22 Jun 2013 00:02:24 -0400 Subject: [rt-users] Problems with Perl modules on CentOS In-Reply-To: References: <51C2765D.8090001@aware.co.th> <51C35FF0.60604@bestpractical.com> Message-ID: On Fri, Jun 21, 2013 at 9:14 PM, Darin Perusich wrote: > Perhaps I'm biased being the maintainer but all you have to do for > SuSE is add the devel:languages:perl repo followed by "zypper in > request-tracker" and you'll be ready to rock with request tracker. Oh, > and if you use puppet try the "darin-rt" module too ;-) > > > In that context, We are suppose to pick a linux distro for our new RT. > Any > > recommendation? > > > I do remember seeing that module. I will give it a try on vagrant first. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Jun 22 13:55:57 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 22 Jun 2013 21:55:57 +0400 Subject: [rt-users] Problems with Perl modules on CentOS In-Reply-To: References: <51C2765D.8090001@aware.co.th> <51C35FF0.60604@bestpractical.com> Message-ID: On Sat, Jun 22, 2013 at 12:46 AM, Asif Iqbal wrote: > > > > On Thu, Jun 20, 2013 at 4:02 PM, Thomas Sibley wrote: > >> On 06/19/2013 08:26 PM, Johnny Rose Carlsen wrote: >> > I have read the wiki about how other people handle RT on CentOS, but I >> > can't see any guides who actually solves this problem. >> >> We recommend using an isolated perl (that is, not the system perl) for >> RT. This keeps RT's deps separate from the system's and ensures neither >> break when updates are applied. This is especially true on CentOS and >> RHEL which package certain Perl libraries with features removed, thus >> breaking RT. It's really straightforward to get an isolated perl via >> > > > In that context, We are suppose to pick a linux distro for our new RT. Any > recommendation? > Dominic does a lot of work to keep .deb packages up to date. > > > >> perlbrew (http://perlbrew.pl) these days, and combined with cpanm >> (http://cpanmin.us) you can install the RT deps quickly and easily. >> >> > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Jun 22 14:23:09 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 22 Jun 2013 14:23:09 -0400 Subject: [rt-users] Problems with Perl modules on CentOS In-Reply-To: References: <51C2765D.8090001@aware.co.th> <51C35FF0.60604@bestpractical.com> Message-ID: On Sat, Jun 22, 2013 at 1:55 PM, Ruslan Zakirov wrote: > > > > On Sat, Jun 22, 2013 at 12:46 AM, Asif Iqbal wrote: > >> >> >> >> On Thu, Jun 20, 2013 at 4:02 PM, Thomas Sibley wrote: >> >>> On 06/19/2013 08:26 PM, Johnny Rose Carlsen wrote: >>> > I have read the wiki about how other people handle RT on CentOS, but I >>> > can't see any guides who actually solves this problem. >>> >>> We recommend using an isolated perl (that is, not the system perl) for >>> RT. This keeps RT's deps separate from the system's and ensures neither >>> break when updates are applied. This is especially true on CentOS and >>> RHEL which package certain Perl libraries with features removed, thus >>> breaking RT. It's really straightforward to get an isolated perl via >>> >> >> >> In that context, We are suppose to pick a linux distro for our new RT. >> Any recommendation? >> > > Dominic does a lot of work to keep .deb packages up to date. > That is a good news. Since I was leaning towards precise64. Thanks > > >> >> >> >>> perlbrew (http://perlbrew.pl) these days, and combined with cpanm >>> (http://cpanmin.us) you can install the RT deps quickly and easily. >>> >>> >> >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> > > > -- > Best regards, Ruslan. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From craig at 2ndquadrant.com Mon Jun 24 03:13:36 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Mon, 24 Jun 2013 15:13:36 +0800 Subject: [rt-users] Making "make initdb" idempotent? In-Reply-To: References: <51C3DC1E.50804@2ndquadrant.com> <51C456E3.6030604@2ndquadrant.com> Message-ID: <51C7F1A0.1030107@2ndquadrant.com> On 06/21/2013 11:56 PM, Ruslan Zakirov wrote: > > > > On Fri, Jun 21, 2013 at 5:36 PM, Craig Ringer > wrote: > > On 06/21/2013 08:21 PM, Ruslan Zakirov wrote: > > Hi, > > > > Some of what you mention may be partially implemented in a branch > > (upgrade history). Note that "Don't create if it exists" concept > is not > > something we're targeting at. Our approach is to register upgrade > files > > so they can not be applied twice so easy. > > > > Hm. That'd work if an extension could provide multiple upgrade files, so > each new version could add new upgrade files. > > > Our extensions do this. Each version that needs DB upgrade provides a > separate upgrade dir with schema, content... like RT itself. OK, that sounds interesting. Are there any docs on this? The RT extensions I've looked into, like RT::Extension::SLA, don't seem to use this mechanism. Are you talking about a new facility that's added as part of the branch you describe, or something supported in mainline? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services From johnny.c at aware.co.th Mon Jun 24 05:07:43 2013 From: johnny.c at aware.co.th (Johnny Rose Carlsen) Date: Mon, 24 Jun 2013 16:07:43 +0700 Subject: [rt-users] Cannot add User/Group rights to queues Message-ID: <51C80C5F.1010601@aware.co.th> Dear List, While setting up a new queue, I discovered that I was now unable to add Groups and Users in "Group Rights" and "User Rights". When I start typing in the "Add Group" input field, it correctly lists the available groups. Selecting a group in the list fills out the input field (I believe it is supposed to auto-submit here?), clicking "Save Changes" just reloads the view, but no group gets added. I see this error on 3 different servers: RT 4.0.1 on CentOS 5.9 (RPM/CPAN) RT 4.0.3 on CentOS 5.9 (RPM/CPAN) RT 4.0.13 on CentOS 6.4 (New install, with Perlbrew) I do not see any errors in the logfiles, and I am not entirely sure how to debug this. Have anyone experienced anything similar? Best Regards, Johnny Carlsen ________________________________ CONFIDENTIAL AND PRIVILEGED: This e-mail and associated content is subject to the disclaimer statement found at http://aware.co.th/emaildisclaimer/rev1-0.php. From sszretter at hotmail.com Mon Jun 24 10:21:31 2013 From: sszretter at hotmail.com (SSzretter) Date: Mon, 24 Jun 2013 10:21:31 -0400 Subject: [rt-users] hiding queues Message-ID: Hello, I read some older posts on how to hide a queue, and it looks like I should be able to use group rights to do this. However, I have not been able to get it to work. I have for example one user, who has only the allow login to RT checked. The user is a member of the 'staff' group and I set some permissions on the 'general' queue for that group. All other permissions are NOT checked for 'everyone', etc. I have NO global permissions set, other than the admin everything permission. The problem is, when I log in as this user, it sends them to /SelfService, where they can create a new ticket (which is good), but then it is listing both the general queue, and a 'private' queue I have created. It allows the user the create a ticket in both queues! For private queue I have tried setting NO check boxes and also setting one permission for the staff users for example, no difference. How can I prevent the private queue from showing up when the user creates a new ticket? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jun 24 11:21:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 11:21:36 -0400 Subject: [rt-users] Making "make initdb" idempotent? In-Reply-To: <51C7F1A0.1030107@2ndquadrant.com> References: <51C3DC1E.50804@2ndquadrant.com> <51C456E3.6030604@2ndquadrant.com> <51C7F1A0.1030107@2ndquadrant.com> Message-ID: <20130624152136.GD71184@jibsheet.com> > > Our extensions do this. Each version that needs DB upgrade provides a > > separate upgrade dir with schema, content... like RT itself. > > OK, that sounds interesting. Are there any docs on this? The RT > extensions I've looked into, like RT::Extension::SLA, don't seem to use > this mechanism. > > Are you talking about a new facility that's added as part of the branch > you describe, or something supported in mainline? RTIR does it, as did RTFM before it was cored. RT-Extension-SLA contains etc/upgrade/0.06/content, so works like core. I have branches for RT and Module-Install-RTx which will allow 'make upgrade-database' to work. RT's master branch also has new code to track each of these inserts/updates. This will be new in 4.2. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 24 11:22:33 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 11:22:33 -0400 Subject: [rt-users] Cannot add User/Group rights to queues In-Reply-To: <51C80C5F.1010601@aware.co.th> References: <51C80C5F.1010601@aware.co.th> Message-ID: <20130624152233.GE71184@jibsheet.com> On Mon, Jun 24, 2013 at 04:07:43PM +0700, Johnny Rose Carlsen wrote: > While setting up a new queue, I discovered that I was now unable to add > Groups and Users in "Group Rights" and "User Rights". > > When I start typing in the "Add Group" input field, it correctly lists > the available groups. Selecting a group in the list fills out the input > field (I believe it is supposed to auto-submit here?), clicking "Save > Changes" just reloads the view, but no group gets added. You must assign rights *then* click Save Changes. Type in the autocomplete Select the group Select rights Click save changes. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 24 11:24:45 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 11:24:45 -0400 Subject: [rt-users] hiding queues In-Reply-To: References: Message-ID: <20130624152445.GF71184@jibsheet.com> On Mon, Jun 24, 2013 at 10:21:31AM -0400, SSzretter wrote: > The problem is, when I log in as this user, it sends them to /SelfService, where they can > create a new ticket (which is good), but then it is listing both the general queue, and a > 'private' queue I have created. It allows the user the create a ticket in both queues! > > For private queue I have tried setting NO check boxes and also setting one permission for the > staff users for example, no difference. If the user is seeing the Queue in Self Service then they have somehow been granted both SeeQueue and CreateTicket. I know you say you have no global rights, but that's the most likely place for this to have happened. It's common to grant Everyone CreateTicket so that they can send email to RT. You may have also handed SeeQueue out there. If you're really at a loss, you can look in the ACL database table for the RightName of SeeQueue and CreateTicket. You can send the list output from the DB if you're not sure how to parse it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mloughran at fibermedia.net Mon Jun 24 11:26:53 2013 From: mloughran at fibermedia.net (namespace) Date: Mon, 24 Jun 2013 08:26:53 -0700 (PDT) Subject: [rt-users] CustomField Transactions Options? Message-ID: <1372087613709-54412.post@n7.nabble.com> I have a custom field entry that when selected, I want to automatically add a watcher to the ticket in question. As it stands, this CustomField called *'Service Type'* has an entry for PO's that when selected should add 'purchasing at fibermedia.net' as a watcher without having the operator manually add the entry. I don't see anywhere in the customfield options to add a watcher, only to notify existing individuals associated with the ticket. Anyone got any input on this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/CustomField-Transactions-Options-tp54412.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From g.mason at fairfx.com Mon Jun 24 11:35:12 2013 From: g.mason at fairfx.com (Gary Mason) Date: Mon, 24 Jun 2013 16:35:12 +0100 Subject: [rt-users] Question about ticket bulk update Message-ID: <51C86730.50403@fairfx.com> HI, I have RT 3.6.7 running on Postgresql 8.3 General performance was very poor, so we did some optimising last week. We added the following indices :- rtdb=# create index groups2_lower on groups(lower(type),instance,lower(domain)); rtdb=# create index users1_lower on users(lower(name)); rtdb=# create index users4_lower on users(lower(emailaddress)); rtdb=# create index groupmembers_groupid on groupmembers(groupid); rtdb=# create index cachedgroupmembers_immediateparentid on cachedgroupmembers(immediateparentid); rtdb=# create index cachedgroupmembers_immediateparentid on cachedgroupmembers(immediateparentid); The overall improvement in performance is staggering. Happy users. However, it appears that these actions may have broken the ticket bulk update routine. When a user clicks on the ticket bulk update link now, they get a screen with the tickets on and then a very long wait before the list of users is given to them. Before last week, this list just contained our local users, but now the list contains every single person who has every emailed in a ticket as well, which is around a million. Firstly, did these extra indices cause this problem, and secondly, what can I do to get this list back to just our internal user list ? Thanks, Gary From elacour at easter-eggs.com Mon Jun 24 11:58:12 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jun 2013 17:58:12 +0200 Subject: [rt-users] CustomField Transactions Options? In-Reply-To: <1372087613709-54412.post@n7.nabble.com> References: <1372087613709-54412.post@n7.nabble.com> Message-ID: <20130624155811.GC5968@easter-eggs.com> On Mon, Jun 24, 2013 at 08:26:53AM -0700, namespace wrote: > I have a custom field entry that when selected, I want to automatically add a > watcher to the ticket in question. As it stands, this CustomField called > *'Service Type'* has an entry for PO's that when selected should add > 'purchasing at fibermedia.net' as a watcher without having the operator > manually add the entry. I don't see anywhere in the customfield options to > add a watcher, only to notify existing individuals associated with the > ticket. Anyone got any input on this? > You have to do this with a "scrip". Your scrip can be global or only on some queues. As scrip condition, you have to write your own by selecting "User defined". You're condition shoudl check that this transactions happens on this CustomField and matches the wanted change. As scrip action, you have also to write your own as "User defined", and use the appropriate method of the RT API (http://www.bestpractical.com/rt/docs/4.0/RT/Ticket.html#AddWatcher) to add the watcher. As a template, you can select "blank". -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Mon Jun 24 12:01:38 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 24 Jun 2013 18:01:38 +0200 Subject: [rt-users] Question about ticket bulk update In-Reply-To: <51C86730.50403@fairfx.com> References: <51C86730.50403@fairfx.com> Message-ID: <20130624160138.GD5968@easter-eggs.com> On Mon, Jun 24, 2013 at 04:35:12PM +0100, Gary Mason wrote: > > When a user clicks on the ticket bulk update link now, they get a screen with the tickets on and then a very long wait before the list of users is given to them. Before last week, this list just contained our local users, but now the list contains every single person who has every emailed in a ticket as well, which is around a million. > seems someone changed your RT rights and granted most probably the right OwnTicket on global scope to Unprivileged pseudo group. if you can't find it, you can select on the ACLs table for the RightName "OwnTicket" and send the result here to get help. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From falcone at bestpractical.com Mon Jun 24 12:05:27 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 12:05:27 -0400 Subject: [rt-users] CustomField Transactions Options? In-Reply-To: <1372087613709-54412.post@n7.nabble.com> References: <1372087613709-54412.post@n7.nabble.com> Message-ID: <20130624160527.GG71184@jibsheet.com> On Mon, Jun 24, 2013 at 08:26:53AM -0700, namespace wrote: > I have a custom field entry that when selected, I want to automatically add a > watcher to the ticket in question. As it stands, this CustomField called > *'Service Type'* has an entry for PO's that when selected should add > 'purchasing at fibermedia.net' as a watcher without having the operator > manually add the entry. I don't see anywhere in the customfield options to > add a watcher, only to notify existing individuals associated with the > ticket. Anyone got any input on this? There is no built in action for that, you'd need to write a simple User Defined action to call $TicketObj->AddWatcher(...) http://bestpractical.com/rt/docs/latest/RT/Ticket.html#AddWatcher -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 24 12:07:24 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 12:07:24 -0400 Subject: [rt-users] Conditionally add new unprivileged users In-Reply-To: References: Message-ID: <20130624160724.GH71184@jibsheet.com> On Sat, Jun 22, 2013 at 09:06:39AM +1200, Al Twohill wrote: > So I've created a User_Overlay.pm, that overrides that method but I > can't find any documentation on how to get it to be run instead of the > original. I've put it in /usr/local/share/request-tracker4/lib/, but > not sure where to go from here. You want to use User_Local.pm, User_Overlay is technically for core, and put it in the local lib directory, which you can find on your System Configuration page (you're running the debian/ubuntu packages, so I'm not sure where it goes). You may want to read through: http://requesttracker.wikia.com/wiki/Customizing Assuming your file is named correctly and a valid perl package, nothing other than restarting apache should be required. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 24 12:10:40 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 12:10:40 -0400 Subject: [rt-users] Setting up requestor access to Self Service Web UI In-Reply-To: References: Message-ID: <20130624161040.GI71184@jibsheet.com> On Fri, Jun 14, 2013 at 08:49:04PM +0000, Jeff Solberg wrote: > My goal is to have the end user click on a URL in the auto reply email > that will direct them to the Self Service UI and also iauto log them > in without being prompted for a username and password (if possible). > With that being said I guess I have 2 questions: 1) How to setup Self > Service and 2) How to (if possible) make it so an end user can click > on a URL in the auto reply and auto log them in without Username and > Password. Thanks in advance for any help in regards to this issue! As mentioned in other replies - SelfService ships with RT and doesn't require configuration, it will be automatically used for users who aren't marked Privileged. The easiest thing may be to leverage any existing Single-Sign-On technology in use at your organization (such as kerberized AD). Otherwise, writing a one-time-user or single-use URL could be done leveraging a user's secret token which is currently used for the RSS and iCal feeds. This is non-trivial development. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 24 12:25:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 12:25:59 -0400 Subject: [rt-users] ExternalAuth - attr_map used to populate Custom Fields? In-Reply-To: <1BCBBD850909C148B389F50256796E350D7FF645@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350D7FF645@SOAJNUEXMB3.soa.alaska.gov> Message-ID: <20130624162559.GJ71184@jibsheet.com> On Wed, Jun 19, 2013 at 12:51:22AM +0000, Elliott, Kevin C (DOR) wrote: > This is a simple question that I suspect probably has a complicated answer: > > Can I use the attr_map to map Active Directory attributes to Request Tracker for Custom > Fields? > > I would like to pull in some additional attributes such as `company' and `title' and populate > some Custom Fields that I created for Users. You likely want the RT-Extension-LDAPImport extension, which has support for UserCF.Foo => 'title' -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ccandido at turn14.com Mon Jun 24 14:31:32 2013 From: ccandido at turn14.com (candidochris) Date: Mon, 24 Jun 2013 11:31:32 -0700 (PDT) Subject: [rt-users] '--' in request cuts off history when replying? Message-ID: <1372098692586-54420.post@n7.nabble.com> Hi all, We're running RT 4.0.4 and we found a weird set of circumstances. The only modification we have to our system is a local override to move the signature to the top. Here is what I am experiencing: * A requestor emails in their response and their e-mail contains '--' * When our staff reply to their ticket, the history ends at that '--' So if I email in a ticket saying "Please -- look into this issue..." , when my staff replies to the ticket, the history is limited to "Please" (the text before '--'). I'm sure it's those characters being interpreted as an RT user signature but I cannot find a good way to fix this. I would appreciate some assistance. Thanks! -- View this message in context: http://requesttracker.8502.n7.nabble.com/in-request-cuts-off-history-when-replying-tp54420.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon Jun 24 14:46:12 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 14:46:12 -0400 Subject: [rt-users] '--' in request cuts off history when replying? In-Reply-To: <1372098692586-54420.post@n7.nabble.com> References: <1372098692586-54420.post@n7.nabble.com> Message-ID: <20130624184612.GK71184@jibsheet.com> On Mon, Jun 24, 2013 at 11:31:32AM -0700, candidochris wrote: > We're running RT 4.0.4 and we found a weird set of circumstances. The only > modification we have to our system is a local override to move the signature > to the top. What happens when you remove your modifications? The RT quote trimming code requires \n-- \n, so simply putting -- into a sentence wouldn't trigger that. See RT::Attachment::Quote for the relevant trimming code. -kevin > Here is what I am experiencing: > > * A requestor emails in their response and their e-mail contains '--' > * When our staff reply to their ticket, the history ends at that '--' > > So if I email in a ticket saying "Please -- look into this issue..." , when > my staff replies to the ticket, the history is limited to "Please" (the text > before '--'). > > I'm sure it's those characters being interpreted as an RT user signature but > I cannot find a good way to fix this. I would appreciate some assistance. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jun 24 14:54:18 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Jun 2013 14:54:18 -0400 Subject: [rt-users] '--' in request cuts off history when replying? In-Reply-To: <20130624184612.GK71184@jibsheet.com> References: <1372098692586-54420.post@n7.nabble.com> <20130624184612.GK71184@jibsheet.com> Message-ID: <20130624185418.GL71184@jibsheet.com> On Mon, Jun 24, 2013 at 02:46:12PM -0400, Kevin Falcone wrote: > On Mon, Jun 24, 2013 at 11:31:32AM -0700, candidochris wrote: > > We're running RT 4.0.4 and we found a weird set of circumstances. The only > > modification we have to our system is a local override to move the signature > > to the top. > > What happens when you remove your modifications? > > The RT quote trimming code requires \n-- \n, so simply putting -- into > a sentence wouldn't trigger that. See RT::Attachment::Quote for the > relevant trimming code. That code is actually less relevant these days (you can find the quoting code in Transaction's Content method) but I still believe you're running into a complication from your local RT modifications rather than a core bug, since you're the first report I've ever seen of this behavior. -kevin > > Here is what I am experiencing: > > > > * A requestor emails in their response and their e-mail contains '--' > > * When our staff reply to their ticket, the history ends at that '--' > > > > So if I email in a ticket saying "Please -- look into this issue..." , when > > my staff replies to the ticket, the history is limited to "Please" (the text > > before '--'). > > > > I'm sure it's those characters being interpreted as an RT user signature but > > I cannot find a good way to fix this. I would appreciate some assistance. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ccandido at turn14.com Mon Jun 24 15:05:12 2013 From: ccandido at turn14.com (candidochris) Date: Mon, 24 Jun 2013 12:05:12 -0700 (PDT) Subject: [rt-users] '--' in request cuts off history when replying? In-Reply-To: <20130624185418.GL71184@jibsheet.com> References: <1372098692586-54420.post@n7.nabble.com> <20130624184612.GK71184@jibsheet.com> <20130624185418.GL71184@jibsheet.com> Message-ID: <1372100712757-54423.post@n7.nabble.com> Kevin, Thanks for the response. From what you wrote, I looked at issues we had and they are actually always caused by email signatures - I didn't realize that before. When an incoming email from a requestor has a signature like this: -- Signature The cut off happens. I'm assuming this is because it matches Request Tracker's internal signature format. We had this problem even after removing the local file, clearing the mason and restarting apache. Is this something we need to learn to live with, or is there an easy way to knock out the -- signature config on incoming emails? I'll run some more tests on my end. -- View this message in context: http://requesttracker.8502.n7.nabble.com/in-request-cuts-off-history-when-replying-tp54420p54423.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From landonstewart at gmail.com Mon Jun 24 16:59:19 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 24 Jun 2013 13:59:19 -0700 Subject: [rt-users] Changing the lifecycles __maps__ Message-ID: Hello, What we've done so far is taken a database dump of an existing RT instance and created a new RT instance with it. The new RT instance was then upgraded to RT 4 and RTIR was implemented on top of it. All the tickets that did not belong to one of 4 queues were deleted and the following remain: 4 old queues with tickets in them 4 new queues (Incident Reports, Incidents, Investigations, Blocks) To move tickets from one of the old 4 queues we must define a lifecycle __maps__ to define how the statuses are to be mapped. My question is about the configuration of these maps? Does one have to write out the entire LifeCycles configuration and include a few changes or can one simply add to the current defaults by just writing out the new values? Would this be acceptable as a new configuration? Set(%Lifecycles __maps__ => { 'from SC-ABUS -> to Incident Reports' => { 'open' => 'open', 'resolved' => 'resolved', 'new' => 'new', 'stalled' => 'stalled', 'deleted' => 'rejected' } ); *or* is there some easier way even still for all of the existing queues to have tickets moved to "Incident Reports" and retain the proper status? -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From adam.thick at strategicdata.com.au Mon Jun 24 21:16:56 2013 From: adam.thick at strategicdata.com.au (Adam Thick) Date: Tue, 25 Jun 2013 11:16:56 +1000 Subject: [rt-users] Organisation/User Links Message-ID: <2382D634-0675-49FB-9259-EE6882FF14BC@strategicdata.com.au> Hi there, I work in an organisation using Request Tracker extensively for client and internal communication. We currently have a custom field on our queues which allow linking of tickets to client/organisations but I cannot apply this custom field to the users entity as well? I'd like one datasource for client information and would like to be able to link to this custom field from both users and tickets. I have a few questions relating to this, has anyone come up with a way to apply a custom field to both tickets and users? Has anyone come up with a better concept of "client/organisation" for Request Tracker? which would allow us to do a similar thing? We'd like to integrate RT's users into other apps, be able to search users AND tickets by client/organisation. Happy to hear suggestions. Cheers, Adam T. From johnny.c at aware.co.th Mon Jun 24 22:26:36 2013 From: johnny.c at aware.co.th (Johnny Rose Carlsen) Date: Tue, 25 Jun 2013 09:26:36 +0700 Subject: [rt-users] Cannot add User/Group rights to queues In-Reply-To: <20130624152233.GE71184@jibsheet.com> References: <51C80C5F.1010601@aware.co.th> <20130624152233.GE71184@jibsheet.com> Message-ID: <51C8FFDC.2060903@aware.co.th> On 06/24/2013 10:22 PM, Kevin Falcone wrote: > On Mon, Jun 24, 2013 at 04:07:43PM +0700, Johnny Rose Carlsen wrote: >> While setting up a new queue, I discovered that I was now unable to add >> Groups and Users in "Group Rights" and "User Rights". >> >> When I start typing in the "Add Group" input field, it correctly lists >> the available groups. Selecting a group in the list fills out the input >> field (I believe it is supposed to auto-submit here?), clicking "Save >> Changes" just reloads the view, but no group gets added. > > You must assign rights *then* click Save Changes. > Type in the autocomplete > Select the group > Select rights > Click save changes. > > -kevin > Thanks, this worked perfectly. Best Regards, Johnny Carlsen ________________________________ CONFIDENTIAL AND PRIVILEGED: This e-mail and associated content is subject to the disclaimer statement found at http://aware.co.th/emaildisclaimer/rev1-0.php. From Chad.Osmond at compfitness.com Tue Jun 25 10:02:38 2013 From: Chad.Osmond at compfitness.com (Chad Osmond) Date: Tue, 25 Jun 2013 10:02:38 -0400 Subject: [rt-users] Adding Element to provide easy custom field searches Message-ID: Hi, We have a non-technical group who need to search RT for custom fields, and putting customfield1:55555 in the top search box is too much for them. We'd like to add a new element on the At A Glance page to have something like: CustomField1 [...............] [Search] CustomField2 [...............] [Search] The Search buttons would direct to a search where the custom field was = the input value. I'm just not sure where to start adding a new element. Anyone have an example or pointers? Chad Osmond chad.osmond at compfitness.com Technical Support Compfitness - Keeping your Computer Systems in Shape! 905-443-3171 work - 905-447-6485 mobile -------------- next part -------------- An HTML attachment was scrubbed... URL: From ccandido at turn14.com Tue Jun 25 11:01:13 2013 From: ccandido at turn14.com (candidochris) Date: Tue, 25 Jun 2013 08:01:13 -0700 (PDT) Subject: [rt-users] '--' in request cuts off history when replying? In-Reply-To: <1372100712757-54423.post@n7.nabble.com> References: <1372098692586-54420.post@n7.nabble.com> <20130624184612.GK71184@jibsheet.com> <20130624185418.GL71184@jibsheet.com> <1372100712757-54423.post@n7.nabble.com> Message-ID: <1372172473165-54428.post@n7.nabble.com> Still having this problem, even with all modifications removed. The only changes made were local file overrides on MessageBox changing the original signature -- from: $signature = "-- \n". $text; to: $signature = "\n\n\n-- \n". $text . "\n\n"; And the order of elements in the textarea -- from: <% $Default || '' %><% $message %><% $signature %> to: <% $Default || '' %><% $signature %><% $message %> -- View this message in context: http://requesttracker.8502.n7.nabble.com/in-request-cuts-off-history-when-replying-tp54420p54428.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rt-users at thefreecat.org Tue Jun 25 11:29:39 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Tue, 25 Jun 2013 17:29:39 +0200 Subject: [rt-users] Possible to lock tickets ? Message-ID: <51C9B763.4090503@thefreecat.org> Hello, We wish to "lock" tickets so that they can not be reopen by email once we have decided they are resolved and locked (manually). I think we can't prevent the reopening with a scrip but can we do this via lifecycles ? Thanks, JC From falcone at bestpractical.com Tue Jun 25 12:29:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jun 2013 12:29:43 -0400 Subject: [rt-users] Changing the lifecycles __maps__ In-Reply-To: References: Message-ID: <20130625162943.GM71184@jibsheet.com> On Mon, Jun 24, 2013 at 01:59:19PM -0700, Landon wrote: > Would this be acceptable as a new configuration? > Set(%Lifecycles > __maps__ => { > 'from SC-ABUS -> to Incident Reports' => { > 'open' => 'open', > 'resolved' => 'resolved', > 'new' => 'new', > 'stalled' => 'stalled', > 'deleted' => 'rejected' > } ); > Ignoring the fact that you're missing a comma and a closing }, it's quite easy to add your sample to an RT_SiteConfig.pm and then go to https://you.rt.server/Admin/Tools/Configuration.html to see what RT parsed as your lifecycle config. In general, top level keys do not need to be copied (so if you're not changing general you don't have to copy it) but if you're changing something inside general, you *do* have to copy it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 25 12:32:11 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jun 2013 12:32:11 -0400 Subject: [rt-users] Organisation/User Links In-Reply-To: <2382D634-0675-49FB-9259-EE6882FF14BC@strategicdata.com.au> References: <2382D634-0675-49FB-9259-EE6882FF14BC@strategicdata.com.au> Message-ID: <20130625163211.GN71184@jibsheet.com> On Tue, Jun 25, 2013 at 11:16:56AM +1000, Adam Thick wrote: > I work in an organisation using Request Tracker extensively for client > and internal communication. We currently have a custom field on our > queues which allow linking of tickets to client/organisations but I > cannot apply this custom field to the users entity as well? I'd like > one datasource for client information and would like to be able to > link to this custom field from both users and tickets. > > I have a few questions relating to this, > > has anyone come up with a way to apply a custom field to both tickets and users? At this time, you cannot apply the same custom field to Users and Tickets. In the past, I've seen this done a number of way. The user contains the definitive list in a CF and the Ticket has a simple enter-one CF that copies the value from the User using a Scrip. Alternatively, both CFs are External Custom Fields backed from the same master customer list: http://bestpractical.com/rt/docs/latest/extending/external_custom_fields.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jun 25 12:34:29 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jun 2013 12:34:29 -0400 Subject: [rt-users] Adding Element to provide easy custom field searches In-Reply-To: References: Message-ID: <20130625163429.GO71184@jibsheet.com> On Tue, Jun 25, 2013 at 10:02:38AM -0400, Chad Osmond wrote: > We have a non-technical group who need to search RT for custom fields, and putting > customfield1:55555 in the top search box is too much for them. > > We'd like to add a new element on the At A Glance page to have something like: > > CustomField1 [...............] [Search] > > CustomField2 [...............] [Search] > > The Search buttons would direct to a search where the custom field was = the input value. > > I'm just not sure where to start adding a new element. You can use a shorter word than customfield1:5555 if that helps (but it may not). The simple search code in 4.0 is quite extensible. You start making a portlet for the homepage by copying something like the share/html/Elements/QuickCreate mason component to local/html/Elements/CustomSearch, hacking it to render the Custom Fields you want and then making it available to users to put on their homepages using the HomepageComponents configuration: http://bestpractical.com/rt/docs/latest/RT_Config.html#HomepageComponents -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From landonstewart at gmail.com Tue Jun 25 12:35:26 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 25 Jun 2013 09:35:26 -0700 Subject: [rt-users] Changing the lifecycles __maps__ In-Reply-To: <20130625162943.GM71184@jibsheet.com> References: <20130625162943.GM71184@jibsheet.com> Message-ID: On 25 June 2013 09:29, Kevin Falcone wrote: > Ignoring the fact that you're missing a comma and a closing }, it's > quite easy to add your sample to an RT_SiteConfig.pm and then go to > https://you.rt.server/Admin/Tools/Configuration.html to see what RT > parsed as your lifecycle config. > In general, top level keys do not need to be copied (so if you're not > changing general you don't have to copy it) but if you're changing > something inside general, you *do* have to copy it. > I was unaware of that URL until now. Thank you and looking back the closing } and comma are pretty obvious to me LOL Thank you. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jun 25 12:37:44 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jun 2013 12:37:44 -0400 Subject: [rt-users] Possible to lock tickets ? In-Reply-To: <51C9B763.4090503@thefreecat.org> References: <51C9B763.4090503@thefreecat.org> Message-ID: <20130625163744.GP71184@jibsheet.com> On Tue, Jun 25, 2013 at 05:29:39PM +0200, Jean-Christophe Boggio wrote: > We wish to "lock" tickets so that they can not be reopen by email > once we have decided they are resolved and locked (manually). > > I think we can't prevent the reopening with a scrip but can we do > this via lifecycles ? You can turn off re-opening entirely by disabling the On Correspond open Tickets Scrip that RT ships. There is an extension to this in a time-based manner: https://metacpan.org/module/RT::Extension::RepliesToResolved You could also use it to say that once a ticket moves manually to the 'really closed' status, never allow the ticket to be reopened using that extension. https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/etc/RepliesToResolved_Config.pm Technically you could define a lifecycle status that has no transition to an active status, but that means you'll never be able to re-open the ticket even manually. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bbaker at copesan.com Tue Jun 25 12:50:12 2013 From: bbaker at copesan.com (bbaker at copesan.com) Date: Tue, 25 Jun 2013 09:50:12 -0700 (PDT) Subject: [rt-users] External Authentication Message-ID: <1372179010243-54436.post@n7.nabble.com> Has anyone configures RT to authenticate against MSSQL using SHA1 or SHA256? If so, can someone post some sample configs? Thanks in advance for the help. -- View this message in context: http://requesttracker.8502.n7.nabble.com/External-Authentication-tp54436.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gsollazz at sgul.ac.uk Tue Jun 25 13:45:14 2013 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 25 Jun 2013 18:45:14 +0100 Subject: [rt-users] Alter "From" field in template In-Reply-To: References: Message-ID: Hi there,we currently have several queues each responding to a different e-mail address. However, all replies come via the generic "support" e-mail address. I tried editing the template to do this. In the template the first part changes, successfully, the Subject of a message according to the queue. What happens is: - if I only leave the part of the script for Subject, this works as expected - if I add the part of the script to change the "From" field, both don't work. Any idea? The structure of my script follows. Many thanks, Giuseppe Subject: { if ($Ticket->QueueObj->Name eq 'Z') { "Z Support Job Logged: " . $Ticket->Subject . " Thank you for contacting Z. ------------------------------------------------------------------------- Initial request details: " . $Transaction->Content . " ";} elsif ($Ticket->QueueObj->Name eq 'W') {...} From: { if ($Ticket->QueueObj->Name eq 'Z') { "z at sgul.ac.uk";} elsif ($Ticket->QueueObj->Name eq 'W') { "w at sgul.ac.uk";} else { "support at sgul.ac.uk"; } -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Tue Jun 25 14:46:50 2013 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Tue, 25 Jun 2013 20:46:50 +0200 Subject: [rt-users] Possible to lock tickets ? In-Reply-To: <20130625163744.GP71184@jibsheet.com> References: <51C9B763.4090503@thefreecat.org> <20130625163744.GP71184@jibsheet.com> Message-ID: <51C9E59A.1070100@thefreecat.org> > You can turn off re-opening entirely by disabling the On Correspond > open Tickets Scrip that RT ships. Looks nice and simple. > There is an extension to this in a time-based manner: > You could also use it to say that once a ticket moves manually to the > 'really closed' status, never allow the ticket to be reopened using > that extension. So many options. Thanks a lot for your help. From falcone at bestpractical.com Tue Jun 25 15:03:52 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Jun 2013 15:03:52 -0400 Subject: [rt-users] Alter "From" field in template In-Reply-To: References: Message-ID: <20130625190352.GQ71184@jibsheet.com> On Tue, Jun 25, 2013 at 06:45:14PM +0100, Giuseppe Sollazzo wrote: > Hi there, > we currently have several queues each responding to a different e-mail address. > However, all replies come via the generic "support" e-mail address. > I tried editing the template to do this. In the template the first part changes, successfully, > the Subject of a message according to the queue. > What happens is: > - if I only leave the part of the script for Subject, this works as expected > - if I add the part of the script to change the "From" field, both don't work. > The structure of my script follows. I'm assuming everywhere you say "Script" you mean "Template". If you want to change headers, they have to go at the top. Look at your code, it inserts a newline and $Transaction->Content. I'm betting the mail goes out with a trailing From: at the bottom. Put your From: first. Templates are like emails, Headers, blank line, body. > Subject: { if ($Ticket->QueueObj->Name eq 'Z') > { "Z Support Job Logged: " . $Ticket->Subject . " > Thank you for contacting Z. > ------------------------------------------------------------------------- > Initial request details: > " . $Transaction->Content . " > ";} > elsif ($Ticket->QueueObj->Name eq 'W') > {...} > From: { if ($Ticket->QueueObj->Name eq 'Z') > { "z at sgul.ac.uk";} > elsif ($Ticket->QueueObj->Name eq 'W') > { "w at sgul.ac.uk";} > else > { "support at sgul.ac.uk"; > } -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kai at xs4all.nl Tue Jun 25 16:22:57 2013 From: kai at xs4all.nl (Kai Storbeck) Date: Tue, 25 Jun 2013 22:22:57 +0200 Subject: [rt-users] CustomField Transactions Options? In-Reply-To: <20130624155811.GC5968@easter-eggs.com> References: <1372087613709-54412.post@n7.nabble.com> <20130624155811.GC5968@easter-eggs.com> Message-ID: <51C9FC21.2050609@xs4all.nl> Hi mloughran, On 6/24/13 5:58 PM, Emmanuel Lacour wrote: > On Mon, Jun 24, 2013 at 08:26:53AM -0700, namespace wrote: >> I have a custom field entry that when selected, I want to automatically add a >> watcher to the ticket in question. As it stands, this CustomField called >> *'Service Type'* has an entry for PO's that when selected should add >> 'purchasing at fibermedia.net' as a watcher without having the operator >> manually add the entry. I don't see anywhere in the customfield options to >> add a watcher, only to notify existing individuals associated with the >> ticket. Anyone got any input on this? I ran into a quite similar case just a few months ago. > You have to do this with a "scrip". Our Custom Condition Code checks if the customfield 'Severity' is changed: > return 0 unless $self->TransactionObj->Type eq 'CustomField'; > my $cf = RT::CustomField->new( $self->CurrentUser ); > $cf->SetContextObject( $self->TransactionObj ); > $cf->Load( $self->TransactionObj->Field ); > return 1 if $cf->Name() eq 'Severity'; > > return 0; And for our custom action prepare (or cleanup, I never know which to pick): > for ($self->TransactionObj->NewValue) { > if (m/^Major$/) { > $self->TicketObj->AddWatcher(Type => 'Requestor', Email => 'major-incident at name.local'); > } > elsif (m/^Critical$/) { > $self->TicketObj->AddWatcher(Type => 'Requestor', Email => 'critical-incident at name.local'); > } > } > > for ($self->TransactionObj->OldValue) { > if ( m/^Critical$/ ) { > $self->TicketObj->DeleteWatcher(Type => 'Requestor', Email => 'critical-incident at name.local'); > } > elsif ( m/^Major$/ ) { > $self->TicketObj->DeleteWatcher(Type => 'Requestor', Email => 'major-incident at name.local'); > } > } > > return 1; The added (or removed) watcher addresses expand to SMS in this case. 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Name: signature.asc Type: application/pgp-signature Size: 906 bytes Desc: OpenPGP digital signature URL: From bbaker at copesan.com Tue Jun 25 16:39:44 2013 From: bbaker at copesan.com (bbaker at copesan.com) Date: Tue, 25 Jun 2013 13:39:44 -0700 (PDT) Subject: [rt-users] External Authentication In-Reply-To: <1372179010243-54436.post@n7.nabble.com> References: <1372179010243-54436.post@n7.nabble.com> Message-ID: <1372192784498-54441.post@n7.nabble.com> Here is an update Config being used. #Testing SQL Connection 'Connect_MSSQL' => { ## GENERIC SECTION 'type' => 'db', 'server' => '192.168.***.***, 'database' => 'TheDataBase', 'table' => 'TheTable', 'user' => 'UserWithReadAccess', 'pass' => 'PasswordToAboveUser', 'port' => 'MSSQLDefaultPort', 'dbi_driver' => 'DBI_ODBC', 'u_field' => 'Email', 'p_field' => 'password', 'p_enc_pkg' => 'Digest::SHA1', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_match_list' => [ 'Gecos' ], 'attr_map' => { 'Name' => 'Firstname', 'EmailAddress' => 'Email', 'ExternalAuthId' => 'Email', 'Gecos' => 'Email' } }, Getting following error [Tue Jun 25 20:32:34 2013] [debug]: Attempting to use external auth service: Connect__MSSQL (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:32:34 2013] [debug]: Calling UserExists with $username (bbaker at copesan.com) and $service (Connect__MSSQL) (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:227) [Tue Jun 25 20:32:34 2013] [debug]: Invalid service type for UserExists: Connect__MSSQL (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:490) Thanks in advance for the help -- View this message in context: http://requesttracker.8502.n7.nabble.com/External-Authentication-tp54436p54441.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue Jun 25 16:40:36 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Jun 2013 13:40:36 -0700 Subject: [rt-users] CustomField Transactions Options? In-Reply-To: <51C9FC21.2050609@xs4all.nl> References: <1372087613709-54412.post@n7.nabble.com> <20130624155811.GC5968@easter-eggs.com> <51C9FC21.2050609@xs4all.nl> Message-ID: <51CA0044.1050107@bestpractical.com> On 06/25/2013 01:22 PM, Kai Storbeck wrote: > And for our custom action prepare (or cleanup, I never know which to pick): Prepare should be used to do any work needed to do the action's business, or to check some further conditions (depends on the action). No changes should ever be made in prepare since it may be called more than once. All changes should happen in "cleanup" (which is renamed to commit in 4.2). From trs at bestpractical.com Tue Jun 25 16:43:27 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Jun 2013 13:43:27 -0700 Subject: [rt-users] External Authentication In-Reply-To: <1372192784498-54441.post@n7.nabble.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> Message-ID: <51CA00EF.5060202@bestpractical.com> On 06/25/2013 01:39 PM, bbaker at copesan.com wrote: > 'Connect_MSSQL' => { ## GENERIC SECTION Typo. Compare above to message below. > [Tue Jun 25 20:32:34 2013] [debug]: Invalid service type for UserExists: > Connect__MSSQL > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:490) From trs at bestpractical.com Tue Jun 25 16:48:09 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Jun 2013 13:48:09 -0700 Subject: [rt-users] External Authentication In-Reply-To: References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> Message-ID: <51CA0209.10605@bestpractical.com> On 06/25/2013 01:45 PM, Bryon Baker wrote: > Not a typo > > I am trying to us a Microsoft SQL database not MySQL. Please keep replies on the list. And look more closely at what you typed. One has a single underscore, the other two. I know you're using MSSQL not MySQL. From bbaker at copesan.com Tue Jun 25 17:05:26 2013 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 25 Jun 2013 21:05:26 +0000 Subject: [rt-users] External Authentication In-Reply-To: <51CA0209.10605@bestpractical.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> Message-ID: Sorry I screwed on both. Made change and now I get the following messages. LDAP works by the way. [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_MSSQL (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_LDAP (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 3:48 PM To: RT Users Subject: Re: [rt-users] External Authentication On 06/25/2013 01:45 PM, Bryon Baker wrote: > Not a typo > > I am trying to us a Microsoft SQL database not MySQL. Please keep replies on the list. And look more closely at what you typed. One has a single underscore, the other two. I know you're using MSSQL not MySQL. From dgnapier at sfu.ca Tue Jun 25 17:15:33 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 25 Jun 2013 14:15:33 -0700 (PDT) Subject: [rt-users] Unprivileged/Self-Serve users unable to view Custom Fields In-Reply-To: <638812823.311355711.1371572309079.JavaMail.root@jaguar7.sfu.ca> Message-ID: <568275578.369920091.1372194933391.JavaMail.root@jaguar7.sfu.ca> Hi, I want everyone so see custom fields, including Self-Serve requesters. I'm running RT 4.0.8 on CentOS 6.2/Apache2.2.24/Postfix-2.2.6. I have everything set up and have implelented some custom fields through the Custom Fields menu. Administrators can see custom fields fine. But unpriviliged users (externally authenticated users in CAS created at their first login cannot. I have Globalm Everyone and Unpriviliged General Rights -> SeeCustomField , Custom Fields-Everyone/Unprivileged still no luck. Strangely enough only one user who used to be priviliged/administrator but now is unpriviliged can see custom fields. -- Regards, Duncan. ----------------------------------------------------------------------- Duncan Napier duncan_napier at sfu.ca http://www.sfu.ca/~dgnapier/ IT & Instrumentation Consultant Dept of Molecular Biology and Biochemistry Simon Fraser University "It takes ten years to become good at being a kid. Then another ten years to become good at not being a kid" - Larry Wall. From trs at bestpractical.com Tue Jun 25 17:12:13 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 25 Jun 2013 14:12:13 -0700 Subject: [rt-users] External Authentication In-Reply-To: References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> Message-ID: <51CA07AD.1070109@bestpractical.com> On 06/25/2013 02:05 PM, Bryon Baker wrote: > Sorry I screwed on both. > > Made change and now I get the following messages. LDAP works by the way. > > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_MSSQL (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_LDAP (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP). From bbaker at copesan.com Tue Jun 25 17:25:53 2013 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 25 Jun 2013 21:25:53 +0000 Subject: [rt-users] External Authentication In-Reply-To: <51CA07AD.1070109@bestpractical.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> Message-ID: <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> I change the dbi_Driver option to ODBC. Now I get the following error [Tue Jun 25 21:21:29 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. Odbc Information linux-jrlt:~ # perl -MDBD::ODBC -e 'print $DBD::ODBC::VERSION;' 1.33 linux-jrlt:~ # perl -MDBI -e 'DBI->installed_versions;' Perl : 5.016002 (x86_64-linux-thread-multi) OS : linux (3.4.6-2.10-xen) DBI : 1.627 DBD::mysql : 4.021 DBD::Sponge : 12.010002 DBD::Proxy : 0.2004 DBD::ODBC : 1.33 DBD::Gofer : 0.015326 DBD::File : 0.41 DBD::ExampleP : 12.014310 DBD::DBM : 0.08 Still don't know what I am missing. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 4:12 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/25/2013 02:05 PM, Bryon Baker wrote: > Sorry I screwed on both. > > Made change and now I get the following messages. LDAP works by the way. > > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_MSSQL > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_LDAP > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/ > Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP). From gsollazz at sgul.ac.uk Wed Jun 26 04:22:24 2013 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 26 Jun 2013 09:22:24 +0100 Subject: [rt-users] Alter "From" field in template In-Reply-To: <20130625190352.GQ71184@jibsheet.com> References: <20130625190352.GQ71184@jibsheet.com> Message-ID: <51CAA4C0.6070307@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Kevin, On 25/06/13 20:03, Kevin Falcone wrote: > The structure of my script follows. > > I'm assuming everywhere you say "Script" you mean "Template". erm yes. I have this bad habit of calling the perl part of a template "a script". Sorry! > > > If you want to change headers, they have to go at the top. Look at > your code, it inserts a newline and $Transaction->Content. > > I'm betting the mail goes out with a trailing From: at the bottom. > > Put your From: first. Templates are like emails, Headers, blank line, > body. Of course. They're headers so they need to go before the body! Don't know why I didn't think of it. Many thanks, G > > >> Subject: { if ($Ticket->QueueObj->Name eq 'Z') >> { "Z Support Job Logged: " . $Ticket->Subject . " >> Thank you for contacting Z. >> ------------------------------------------------------------------------- >> Initial request details: >> " . $Transaction->Content . " >> ";} >> elsif ($Ticket->QueueObj->Name eq 'W') >> {...} >> From: { if ($Ticket->QueueObj->Name eq 'Z') >> { "z at sgul.ac.uk";} >> elsif ($Ticket->QueueObj->Name eq 'W') >> { "w at sgul.ac.uk";} >> else >> { "support at sgul.ac.uk"; >> } - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 Twitter: http://twitter.com/sgulit -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.11 (GNU/Linux) Comment: Using GnuPG with undefined - http://www.enigmail.net/ iQEcBAEBAgAGBQJRyqTAAAoJEAqigArPBfJXpQEH/1+9drpXZHDhyqQUnXuBO4oy IXkaAE2dUTpyWANAde+TCNRrlnjAFGx4MHz2yqFoKohnCZSLdGjL4FyU06+lOX78 CfbYQgjPVy0Tqlj5p5tpT+sdsCTBvu+weB0SGTOgmkPidSkvYBKYGLIfp99xSbaM I/un8xCK0x9l+ifxMfwQzsEVx5X0SsAS+3x30GQ5buPWQzSeyWeGh5KvYMwYINew eF/cIDh5pgEfLg+yaFBtoppN0J/UQ3IPEnZstNrj+LyUs83773GmCM6yMHK9CIkO y+eJeT3j/K3ZArOyAxbZeGvcNSN25V6fBj+TDggOZR7M9hSLxeVEUXjSLhKeKRc= =INcL -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: 0xCF05F257.asc Type: application/pgp-keys Size: 1744 bytes Desc: not available URL: From am at fiskistofa.is Wed Jun 26 06:09:12 2013 From: am at fiskistofa.is (Mohammadali Mobli) Date: Wed, 26 Jun 2013 10:09:12 +0000 Subject: [rt-users] Queue owner and Queue Admin Cc Message-ID: Hi I am very new to RT and i have installed latest version on Centos 6.4 64bit. I want a specific person to get email when a ticket comes in to a specific queue. (I have already added Admin Cc but it does not work it gives an error no recipient found no email sent.) Now the weird thing is on one queue i have this setup and it works the person gets email. But on another queue with the same configuration it does not work. I have also added a template to do this CC: am at fiskistofa.is RT-Attach-Message: yes A new ticket has been created. Ticket #{$Ticket->id()} Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()} Subject: {$Ticket->Subject} Description: { $Ticket->Transactions->First->Content; } and have script running with Stage: TransactionCreate Condition: On Create Action: User Defiend Template : Custome-Emailaddress this works on one queue but not on another queue. Appreciate any help thx. From gunnar.gorges at zmaw.de Wed Jun 26 10:20:16 2013 From: gunnar.gorges at zmaw.de (Gunnar Gorges) Date: Wed, 26 Jun 2013 16:20:16 +0200 Subject: [rt-users] Way to disable the right to "Give ticket to X" Message-ID: <51CAF8A0.80403@zmaw.de> Hi list, I am looking for a way to disable the right to give a ticket to anyone else within the RT. The reason for this is that I am trying to implement a Kanban-like workflow in which I need to control who can delegate tickets and who not. Thanks for any pointers or ideas in that direction! Cheers, Gunnar Gorges From bbaker at copesan.com Wed Jun 26 10:49:47 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 14:49:47 +0000 Subject: [rt-users] External Authentication In-Reply-To: <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> I am pretty sure the issue is with the install for the unixodbc and Freetds see output below. linux-jrlt:/usr/bin/gcc # odbcinst -q -d [FreeTDS] [SQLServer] linux-jrlt:/usr/bin/gcc # odbcinst -q -s [MSSQL] [Default] linux-jrlt:/usr/bin/gcc # odbcinst -j unixODBC 2.2.12 DRIVERS............: /etc/unixODBC/odbcinst.ini SYSTEM DATA SOURCES: /etc/unixODBC/odbc.ini USER DATA SOURCES..: /root/.odbc.ini linux-jrlt:/usr/bin/gcc # isql -v MSSQL [IM002][unixODBC][Driver Manager]Data source name not found, and no default driver specified [ISQL]ERROR: Could not SQLConnect ODBC.ini [ODBC Data Sources] MSSQL=TDS connection [MSSQL] Description = Microsoft SQL Server Driver = FreeTDS Server = 192.168.000.000 Database = DBName Port = 1433 UsageCount = 1 FileUsage = 1 TDS_Version = 8.0 [ODBC] Trace=255 [Default] Driver = SQLServer ODBCinst.ini [FreeTDS] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 UsageCount = 1 FileUsage = 1 Trace = Yes TraceFile = /tmp/freetds.log [SQLServer] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 Trace = Yes TraceFile = /tmp/freetds.log FileUsage = 1 UsageCount = 1 FreeTDS.conf [global] timeout = 10 connect timeout = 10 text size = 64512 [MSSQL] host = 192.168.000.000 port = 1433 tds version = 8.0 instance = SSLSQLDB dump file = /tmp/dump.log I think the unixodbc is not reading these files I am not even getting a trace file. I do not know why. Can anyone see the issue? Thnaks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, June 25, 2013 4:26 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I change the dbi_Driver option to ODBC. Now I get the following error [Tue Jun 25 21:21:29 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. Odbc Information linux-jrlt:~ # perl -MDBD::ODBC -e 'print $DBD::ODBC::VERSION;' 1.33 linux-jrlt:~ # perl -MDBI -e 'DBI->installed_versions;' Perl : 5.016002 (x86_64-linux-thread-multi) OS : linux (3.4.6-2.10-xen) DBI : 1.627 DBD::mysql : 4.021 DBD::Sponge : 12.010002 DBD::Proxy : 0.2004 DBD::ODBC : 1.33 DBD::Gofer : 0.015326 DBD::File : 0.41 DBD::ExampleP : 12.014310 DBD::DBM : 0.08 Still don't know what I am missing. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 4:12 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/25/2013 02:05 PM, Bryon Baker wrote: > Sorry I screwed on both. > > Made change and now I get the following messages. LDAP works by the way. > > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_MSSQL > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_LDAP > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/ > Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP). From bbaker at copesan.com Wed Jun 26 11:38:59 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 15:38:59 +0000 Subject: [rt-users] External Authentication In-Reply-To: <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> Update I uninstall FreeTDS and UnixODBC, then install FreeTDS first and then UnixODBC and edited the ini files and now I have both isql and tsql working. I am now moving back to try and get Request Tracker to work. Progress I love it. Even when it is slow and painful. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 9:50 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I am pretty sure the issue is with the install for the unixodbc and Freetds see output below. linux-jrlt:/usr/bin/gcc # odbcinst -q -d [FreeTDS] [SQLServer] linux-jrlt:/usr/bin/gcc # odbcinst -q -s [MSSQL] [Default] linux-jrlt:/usr/bin/gcc # odbcinst -j unixODBC 2.2.12 DRIVERS............: /etc/unixODBC/odbcinst.ini SYSTEM DATA SOURCES: /etc/unixODBC/odbc.ini USER DATA SOURCES..: /root/.odbc.ini linux-jrlt:/usr/bin/gcc # isql -v MSSQL [IM002][unixODBC][Driver Manager]Data source name not found, and no default driver specified [ISQL]ERROR: Could not SQLConnect ODBC.ini [ODBC Data Sources] MSSQL=TDS connection [MSSQL] Description = Microsoft SQL Server Driver = FreeTDS Server = 192.168.000.000 Database = DBName Port = 1433 UsageCount = 1 FileUsage = 1 TDS_Version = 8.0 [ODBC] Trace=255 [Default] Driver = SQLServer ODBCinst.ini [FreeTDS] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 UsageCount = 1 FileUsage = 1 Trace = Yes TraceFile = /tmp/freetds.log [SQLServer] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 Trace = Yes TraceFile = /tmp/freetds.log FileUsage = 1 UsageCount = 1 FreeTDS.conf [global] timeout = 10 connect timeout = 10 text size = 64512 [MSSQL] host = 192.168.000.000 port = 1433 tds version = 8.0 instance = SSLSQLDB dump file = /tmp/dump.log I think the unixodbc is not reading these files I am not even getting a trace file. I do not know why. Can anyone see the issue? Thnaks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, June 25, 2013 4:26 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I change the dbi_Driver option to ODBC. Now I get the following error [Tue Jun 25 21:21:29 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. Odbc Information linux-jrlt:~ # perl -MDBD::ODBC -e 'print $DBD::ODBC::VERSION;' 1.33 linux-jrlt:~ # perl -MDBI -e 'DBI->installed_versions;' Perl : 5.016002 (x86_64-linux-thread-multi) OS : linux (3.4.6-2.10-xen) DBI : 1.627 DBD::mysql : 4.021 DBD::Sponge : 12.010002 DBD::Proxy : 0.2004 DBD::ODBC : 1.33 DBD::Gofer : 0.015326 DBD::File : 0.41 DBD::ExampleP : 12.014310 DBD::DBM : 0.08 Still don't know what I am missing. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 4:12 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/25/2013 02:05 PM, Bryon Baker wrote: > Sorry I screwed on both. > > Made change and now I get the following messages. LDAP works by the way. > > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_MSSQL > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_LDAP > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/ > Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP). From bbaker at copesan.com Wed Jun 26 12:04:28 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 16:04:28 +0000 Subject: [rt-users] External Authentication In-Reply-To: <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> When the DBI_Driver string = SQLServer I get the following error...... [Wed Jun 26 15:48:22 2013] [error]: install_driver(SQLServer) failed: Can't locate DBD/SQLServer.pm in @INC (@INC contains: /srv/www/perl-lib /usr/share/request-tracker/local/lib /usr/lib/perl5/vendor_perl/5.16.2 /usr/lib/perl5/vendor_perl/5.16.2/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.16.2/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.16.2 /usr/lib/perl5/5.16.2/x86_64-linux-thread-multi /usr/lib/perl5/5.16.2 /usr/lib/perl5/site_perl . /srv/www) at (eval 1431) line 3. When the DBI_Driver string = ODBC I get the following error...... [Wed Jun 26 15:51:06 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. I need to know what the proper DBI_driver string should be when using and ODBC connection to a MS-SQL database. I have test tslq and isql so I know that the ODBC configuration is correct. Just need to get the correct information in the RT_SiteConfig.pm Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 10:39 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication Update I uninstall FreeTDS and UnixODBC, then install FreeTDS first and then UnixODBC and edited the ini files and now I have both isql and tsql working. I am now moving back to try and get Request Tracker to work. Progress I love it. Even when it is slow and painful. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 9:50 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I am pretty sure the issue is with the install for the unixodbc and Freetds see output below. linux-jrlt:/usr/bin/gcc # odbcinst -q -d [FreeTDS] [SQLServer] linux-jrlt:/usr/bin/gcc # odbcinst -q -s [MSSQL] [Default] linux-jrlt:/usr/bin/gcc # odbcinst -j unixODBC 2.2.12 DRIVERS............: /etc/unixODBC/odbcinst.ini SYSTEM DATA SOURCES: /etc/unixODBC/odbc.ini USER DATA SOURCES..: /root/.odbc.ini linux-jrlt:/usr/bin/gcc # isql -v MSSQL [IM002][unixODBC][Driver Manager]Data source name not found, and no default driver specified [ISQL]ERROR: Could not SQLConnect ODBC.ini [ODBC Data Sources] MSSQL=TDS connection [MSSQL] Description = Microsoft SQL Server Driver = FreeTDS Server = 192.168.000.000 Database = DBName Port = 1433 UsageCount = 1 FileUsage = 1 TDS_Version = 8.0 [ODBC] Trace=255 [Default] Driver = SQLServer ODBCinst.ini [FreeTDS] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 UsageCount = 1 FileUsage = 1 Trace = Yes TraceFile = /tmp/freetds.log [SQLServer] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 Trace = Yes TraceFile = /tmp/freetds.log FileUsage = 1 UsageCount = 1 FreeTDS.conf [global] timeout = 10 connect timeout = 10 text size = 64512 [MSSQL] host = 192.168.000.000 port = 1433 tds version = 8.0 instance = SSLSQLDB dump file = /tmp/dump.log I think the unixodbc is not reading these files I am not even getting a trace file. I do not know why. Can anyone see the issue? Thnaks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, June 25, 2013 4:26 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I change the dbi_Driver option to ODBC. Now I get the following error [Tue Jun 25 21:21:29 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. Odbc Information linux-jrlt:~ # perl -MDBD::ODBC -e 'print $DBD::ODBC::VERSION;' 1.33 linux-jrlt:~ # perl -MDBI -e 'DBI->installed_versions;' Perl : 5.016002 (x86_64-linux-thread-multi) OS : linux (3.4.6-2.10-xen) DBI : 1.627 DBD::mysql : 4.021 DBD::Sponge : 12.010002 DBD::Proxy : 0.2004 DBD::ODBC : 1.33 DBD::Gofer : 0.015326 DBD::File : 0.41 DBD::ExampleP : 12.014310 DBD::DBM : 0.08 Still don't know what I am missing. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 4:12 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/25/2013 02:05 PM, Bryon Baker wrote: > Sorry I screwed on both. > > Made change and now I get the following messages. LDAP works by the way. > > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_MSSQL > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_LDAP > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/ > Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP). From landonstewart at gmail.com Wed Jun 26 12:59:43 2013 From: landonstewart at gmail.com (Landon) Date: Wed, 26 Jun 2013 09:59:43 -0700 Subject: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create Message-ID: Hello RT Users, We have a *ton* of tickets in a queue from another instance of RT in our instance of RTIR (RT4/RTIR3). I've been able to modify the Lifecycles so that I can move tickets to the "Incident Reports" queue now (thanks Kevin for your advice with that). I'd like tickets moved to that queue treated like new Incident Report tickets in RTIR but hitting some snags. The condition for On Queue Change itself isn't a problem since that part is pretty straight forward (either using the built in "On Queue Change" or a user defined condition). The problem is that the provided "SetIPFromContent" (which presumably is the RTIR_FindIP.pm) doesn't work when using "On Queue Change" as a condition. This is probably because the content of the transaction is that of a queue change and does not contain any correspondence-style content and it's not something you can run against the action. What I need however is something that will run against each part (attachment?) of this already existing ticket. I attempted to do this using a simple loop over each of the transactions but it's kind of hacked up and the loop doesn't even seem to run once (as if there are no transactions with attachments). *As a test I made the following scrip *but* I'd like something more native to RTIR_FindIP.pm if possible. * NAME: OnQueueChange Find IPs Condition: On Queue Change Action: User Defined Template: Blank Stage: Transaction Create Condition and Preperation: "return 1;" Cleanup Code: use Regexp::Common qw(net); use NetAddr::IP; use Data::Validate::IP qw(is_ipv4 is_ipv6); my $attachments = $self->TransactionObj->Attachments; my @ourips = RT->Config->Get('OurIPs'); my $CF_Obj = RT::CustomField->new($RT::SystemUser); $CF_Obj->LoadByName( Name => "URL" ); # *** See note my @inserted; # Loop over each attachment in the TransactionObj and trap IPv4 and IPv6 addresses. # Insert those into the "IP" CustomField. # *** Note - For testing I've changed it to URL and I'm trying to simply write \ # *** - the word "TEST" instead. # *** - URL is a valid CF and this AddValueForObject works outside the \ # *** - while loop below. # while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/html|text/plain|message|text$)!i; my $content = $message->Content; my @lines = split(/\n/,$content); foreach my $line (@lines) { if ($line =~ /($RE{net}{IPv4}|$RE{net}{IPv6})/g) { $CF_Obj->AddValueForObject( Object => $self->TicketObj, Content => "TEST" ) unless grep($1, at inserted); # *** See note push(@inserted,$ipaddr); } } } I've been banging my head against this for a few hours now and can't get the loop to work it seems let alone find a way to do this more natively with RTIR_FindIP.pm. Thanks for reading! -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Wed Jun 26 13:03:05 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 17:03:05 +0000 Subject: [rt-users] External Authentication In-Reply-To: <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: Update Working with the first error I created a SQLServer.pm with the correct connect string. (I tested using Perl). Now I get this error. DBD::SQLServer initialisation failed: Can't locate object method "driver" via package "DBD::SQLServer" at /usr/lib/perl5/vendor_perl/5.16.2/x86_64-linux-thread-multi/DBI.pm line 820. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 11:04 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication When the DBI_Driver string = SQLServer I get the following error...... [Wed Jun 26 15:48:22 2013] [error]: install_driver(SQLServer) failed: Can't locate DBD/SQLServer.pm in @INC (@INC contains: /srv/www/perl-lib /usr/share/request-tracker/local/lib /usr/lib/perl5/vendor_perl/5.16.2 /usr/lib/perl5/vendor_perl/5.16.2/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.16.2/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.16.2 /usr/lib/perl5/5.16.2/x86_64-linux-thread-multi /usr/lib/perl5/5.16.2 /usr/lib/perl5/site_perl . /srv/www) at (eval 1431) line 3. When the DBI_Driver string = ODBC I get the following error...... [Wed Jun 26 15:51:06 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. I need to know what the proper DBI_driver string should be when using and ODBC connection to a MS-SQL database. I have test tslq and isql so I know that the ODBC configuration is correct. Just need to get the correct information in the RT_SiteConfig.pm Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 10:39 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication Update I uninstall FreeTDS and UnixODBC, then install FreeTDS first and then UnixODBC and edited the ini files and now I have both isql and tsql working. I am now moving back to try and get Request Tracker to work. Progress I love it. Even when it is slow and painful. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 9:50 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I am pretty sure the issue is with the install for the unixodbc and Freetds see output below. linux-jrlt:/usr/bin/gcc # odbcinst -q -d [FreeTDS] [SQLServer] linux-jrlt:/usr/bin/gcc # odbcinst -q -s [MSSQL] [Default] linux-jrlt:/usr/bin/gcc # odbcinst -j unixODBC 2.2.12 DRIVERS............: /etc/unixODBC/odbcinst.ini SYSTEM DATA SOURCES: /etc/unixODBC/odbc.ini USER DATA SOURCES..: /root/.odbc.ini linux-jrlt:/usr/bin/gcc # isql -v MSSQL [IM002][unixODBC][Driver Manager]Data source name not found, and no default driver specified [ISQL]ERROR: Could not SQLConnect ODBC.ini [ODBC Data Sources] MSSQL=TDS connection [MSSQL] Description = Microsoft SQL Server Driver = FreeTDS Server = 192.168.000.000 Database = DBName Port = 1433 UsageCount = 1 FileUsage = 1 TDS_Version = 8.0 [ODBC] Trace=255 [Default] Driver = SQLServer ODBCinst.ini [FreeTDS] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 UsageCount = 1 FileUsage = 1 Trace = Yes TraceFile = /tmp/freetds.log [SQLServer] Description = FreeTDS unixODBC Driver Driver = /usr/lib64/libtdsodbc.so.0 Trace = Yes TraceFile = /tmp/freetds.log FileUsage = 1 UsageCount = 1 FreeTDS.conf [global] timeout = 10 connect timeout = 10 text size = 64512 [MSSQL] host = 192.168.000.000 port = 1433 tds version = 8.0 instance = SSLSQLDB dump file = /tmp/dump.log I think the unixodbc is not reading these files I am not even getting a trace file. I do not know why. Can anyone see the issue? Thnaks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, June 25, 2013 4:26 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication I change the dbi_Driver option to ODBC. Now I get the following error [Tue Jun 25 21:21:29 2013] [error]: DBI connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446. Odbc Information linux-jrlt:~ # perl -MDBD::ODBC -e 'print $DBD::ODBC::VERSION;' 1.33 linux-jrlt:~ # perl -MDBI -e 'DBI->installed_versions;' Perl : 5.016002 (x86_64-linux-thread-multi) OS : linux (3.4.6-2.10-xen) DBI : 1.627 DBD::mysql : 4.021 DBD::Sponge : 12.010002 DBD::Proxy : 0.2004 DBD::ODBC : 1.33 DBD::Gofer : 0.015326 DBD::File : 0.41 DBD::ExampleP : 12.014310 DBD::DBM : 0.08 Still don't know what I am missing. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 4:12 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/25/2013 02:05 PM, Bryon Baker wrote: > Sorry I screwed on both. > > Made change and now I get the following messages. LDAP works by the way. > > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_MSSQL > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth > service: Connect_LDAP > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) > [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test > with. Nexting > (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) > [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/ > Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP). From trs at bestpractical.com Wed Jun 26 13:21:16 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Jun 2013 10:21:16 -0700 Subject: [rt-users] External Authentication In-Reply-To: References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <51CB230C.4040409@bestpractical.com> On 06/26/2013 10:03 AM, Bryon Baker wrote: > Update > Working with the first error I created a SQLServer.pm with the correct connect string. (I tested using Perl). > Now I get this error. > DBD::SQLServer initialisation failed: Can't locate object method "driver" via package "DBD::SQLServer" at /usr/lib/perl5/vendor_perl/5.16.2/x86_64-linux-thread-multi/DBI.pm line 820. You shouldn't be trying to write a DBI driver class; that's madness. You probably to use ODBC with a connect (dsn) string that includes the correct odbc (sub)driver to use. From trs at bestpractical.com Wed Jun 26 13:23:16 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Jun 2013 10:23:16 -0700 Subject: [rt-users] Queue owner and Queue Admin Cc In-Reply-To: References: Message-ID: <51CB2384.30501@bestpractical.com> On 06/26/2013 03:09 AM, Mohammadali Mobli wrote: > I want a specific person to get email when a ticket comes in to a specific > queue. (I have already added Admin Cc but it does not work it gives an > error no recipient found no email sent.) > Now the weird thing is on one queue i have this setup and it works the > person gets email. But on another queue with the same configuration it does > not work. NotifyActor. http://bestpractical.com/rt/docs/latest/RT_Config#NotifyActor or as a per-user preference It comes up on the list all the time. From bbaker at copesan.com Wed Jun 26 13:25:44 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 17:25:44 +0000 Subject: [rt-users] External Authentication In-Reply-To: <51CB230C.4040409@bestpractical.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> <51CB230C.4040409@bestpractical.com> Message-ID: <03a48a5c29eb4495be11ae6358e2f6bd@BLUPR05MB103.namprd05.prod.outlook.com> I agree Thomas. As stated before I have the correct information and setup for the ODBC drivers I have tested this with isql and tsql and I wrote a quick perl scrip to test the connection string and that works. What I can's figure out is what information needs to be put in the " 'dbi_driver' => 'DBI_DRIVER'," so that RT will use the DSN entry in the ODBC configs. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, June 26, 2013 12:21 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/26/2013 10:03 AM, Bryon Baker wrote: > Update > Working with the first error I created a SQLServer.pm with the correct connect string. (I tested using Perl). > Now I get this error. > DBD::SQLServer initialisation failed: Can't locate object method "driver" via package "DBD::SQLServer" at /usr/lib/perl5/vendor_perl/5.16.2/x86_64-linux-thread-multi/DBI.pm line 820. You shouldn't be trying to write a DBI driver class; that's madness. You probably to use ODBC with a connect (dsn) string that includes the correct odbc (sub)driver to use. From landonstewart at gmail.com Wed Jun 26 13:26:30 2013 From: landonstewart at gmail.com (Landon) Date: Wed, 26 Jun 2013 10:26:30 -0700 Subject: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create In-Reply-To: References: Message-ID: On 26 June 2013 09:59, Landon wrote: > ?snip... > while (my $message = $attachments->Next) { > next unless $message->ContentType =~ > m!^(text/html|text/plain|message|text$)!i; > my $content = $message->Content; > my @lines = split(/\n/,$content); > foreach my $line (@lines) { > if ($line =~ /($RE{net}{IPv4}|$RE{net}{IPv6})/g) { > $CF_Obj->AddValueForObject( Object => $self->TicketObj, Content => > "TEST" ) > unless grep($1, at inserted); # *** See note > push(@inserted,$ipaddr); > } > } > } > > Oh short note? The code actually says: push(@inserted,$1); -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jun 26 14:32:29 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 26 Jun 2013 11:32:29 -0700 Subject: [rt-users] External Authentication In-Reply-To: <03a48a5c29eb4495be11ae6358e2f6bd@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> <51CB230C.4040409@bestpractical.com> <03a48a5c29eb4495be11ae6358e2f6bd@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <51CB33BD.8080801@bestpractical.com> On 06/26/2013 10:25 AM, Bryon Baker wrote: > I agree Thomas. > > As stated before I have the correct information and setup for the > ODBC drivers I have tested this with isql and tsql and I wrote a > quick perl scrip to test the connection string and that works. > > What I can's figure out is what information needs to be put in the " > 'dbi_driver' => 'DBI_DRIVER'," so that RT will use > the DSN entry in the ODBC configs. RT::Authen::ExternalAuth expects to build a DSN like so: dbi:$dbi_driver:database=$db_database;host=$db_server;port=$db_port Yet ODBC wants a sub-driver, so try this hack: dbi_driver => 'ODBC', database => 'FooBar;driver=FreeTDS', From bbaker at copesan.com Wed Jun 26 14:50:45 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 18:50:45 +0000 Subject: [rt-users] External Authentication In-Reply-To: <51CB33BD.8080801@bestpractical.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> <51CB230C.4040409@bestpractical.com> <03a48a5c29eb4495be11ae6358e2f6bd@BLUPR05MB103.namprd05.prod.outlook.com> <51CB33BD.8080801@bestpractical.com> Message-ID: <89caba4a00a94180af21b0444f4b1f6c@BLUPR05MB103.namprd05.prod.outlook.com> Looks like to me that is a little closer. [Wed Jun 26 18:48:08 2013] [debug]: Calling UserExists with $username (bbaker) and $service (Connect_MSSQL) (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:227) [Wed Jun 26 18:48:08 2013] [warning]: DBD::ODBC::db selectall_hashref failed: [unixODBC][FreeTDS][SQL Server]Incorrect syntax near the keyword 'USER'. (SQL-42000) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm:219) [Wed Jun 26 18:48:08 2013] [warning]: Issuing rollback() due to DESTROY without explicit disconnect() of DBD::ODBC::db handle database=RapidTrax6a;Driver=SQLServer;DSN=SQLServer;host=192.168.250.29;port=1433 at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm:219) [Wed Jun 26 18:48:08 2013] [error]: DBD::ODBC::db selectall_hashref failed: [unixODBC][FreeTDS][SQL Server]Incorrect syntax near the keyword 'USER'. (SQL-42000) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, June 26, 2013 1:32 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/26/2013 10:25 AM, Bryon Baker wrote: > I agree Thomas. > > As stated before I have the correct information and setup for the ODBC > drivers I have tested this with isql and tsql and I wrote a quick perl > scrip to test the connection string and that works. > > What I can's figure out is what information needs to be put in the " > 'dbi_driver' => 'DBI_DRIVER'," so that RT will use > the DSN entry in the ODBC configs. RT::Authen::ExternalAuth expects to build a DSN like so: dbi:$dbi_driver:database=$db_database;host=$db_server;port=$db_port Yet ODBC wants a sub-driver, so try this hack: dbi_driver => 'ODBC', database => 'FooBar;driver=FreeTDS', From bbaker at copesan.com Wed Jun 26 15:09:33 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 19:09:33 +0000 Subject: [rt-users] External Authentication In-Reply-To: <89caba4a00a94180af21b0444f4b1f6c@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> <51CB230C.4040409@bestpractical.com> <03a48a5c29eb4495be11ae6358e2f6bd@BLUPR05MB103.namprd05.prod.outlook.com> <51CB33BD.8080801@bestpractical.com> <89caba4a00a94180af21b0444f4b1f6c@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <0a1560067998470db74404057874384e@BLUPR05MB103.namprd05.prod.outlook.com> This is the Perl connect string that I test and works. DBI->connect("dbi:ODBC:Driver=SQLServer;DSN=SQLServer;UID=UserID;PWD=password"); Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 1:51 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication Looks like to me that is a little closer. [Wed Jun 26 18:48:08 2013] [debug]: Calling UserExists with $username (bbaker) and $service (Connect_MSSQL) (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:227) [Wed Jun 26 18:48:08 2013] [warning]: DBD::ODBC::db selectall_hashref failed: [unixODBC][FreeTDS][SQL Server]Incorrect syntax near the keyword 'USER'. (SQL-42000) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm:219) [Wed Jun 26 18:48:08 2013] [warning]: Issuing rollback() due to DESTROY without explicit disconnect() of DBD::ODBC::db handle database=RapidTrax6a;Driver=SQLServer;DSN=SQLServer;host=192.168.250.29;port=1433 at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm:219) [Wed Jun 26 18:48:08 2013] [error]: DBD::ODBC::db selectall_hashref failed: [unixODBC][FreeTDS][SQL Server]Incorrect syntax near the keyword 'USER'. (SQL-42000) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, June 26, 2013 1:32 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/26/2013 10:25 AM, Bryon Baker wrote: > I agree Thomas. > > As stated before I have the correct information and setup for the ODBC > drivers I have tested this with isql and tsql and I wrote a quick perl > scrip to test the connection string and that works. > > What I can's figure out is what information needs to be put in the " > 'dbi_driver' => 'DBI_DRIVER'," so that RT will use > the DSN entry in the ODBC configs. RT::Authen::ExternalAuth expects to build a DSN like so: dbi:$dbi_driver:database=$db_database;host=$db_server;port=$db_port Yet ODBC wants a sub-driver, so try this hack: dbi_driver => 'ODBC', database => 'FooBar;driver=FreeTDS', From bbaker at copesan.com Wed Jun 26 16:26:29 2013 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 26 Jun 2013 20:26:29 +0000 Subject: [rt-users] External Authentication In-Reply-To: <0a1560067998470db74404057874384e@BLUPR05MB103.namprd05.prod.outlook.com> References: <1372179010243-54436.post@n7.nabble.com> <1372192784498-54441.post@n7.nabble.com> <51CA00EF.5060202@bestpractical.com> <51CA0209.10605@bestpractical.com> <51CA07AD.1070109@bestpractical.com> <336a60b5be1044c280989ea89b9fe3c5@BLUPR05MB103.namprd05.prod.outlook.com> <709f9343ac3c46d3b83f3a3da8dddbab@BLUPR05MB103.namprd05.prod.outlook.com> <4e3da6aebbf74b44aa101ec969f41171@BLUPR05MB103.namprd05.prod.outlook.com> <35d9a22a53cc4ecc8b0af8d1eebf744a@BLUPR05MB103.namprd05.prod.outlook.com> <51CB230C.4040409@bestpractical.com> <03a48a5c29eb4495be11ae6358e2f6bd@BLUPR05MB103.namprd05.prod.outlook.com> <51CB33BD.8080801@bestpractical.com> <89caba4a00a94180af21b0444f4b1f6c@BLUPR05MB103.namprd05.prod.outlook.com> <0a1560067998470db74404057874384e@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <625fcc23a5844c488301065e6d34d5e2@BLUPR05MB103.namprd05.prod.outlook.com> Update ok I have successful connection and select of database. Used this configuration 'type' => 'db', 'server' => '192.168.000.000', 'database' => 'DBName;Driver=SQLServer;DSN=SQLServer', 'table' => '[USER]', *** Put square brackets because "user" is a keyword. 'user' => 'SearchUserID', 'pass' => ' SearchUserPassword ', 'port' => '1433', 'dbi_driver' => 'ODBC', 'u_field' => 'Email', 'p_field' => 'password', 'p_enc_pkg' => 'Digest::SHA1', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_match_list' => [ 'Gecos' ], 'attr_map' => { 'Name' => 'Firstname', 'EmailAddress' => 'Email', 'ExternalAuthId' => 'Email', 'Gecos' => 'Email' } }, Now on to the next problem the password are stored in the database using SHA. None of the user I am using to test pass authentication. Do I have the right configuration for RT to use this kind of Hash? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 2:10 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication This is the Perl connect string that I test and works. DBI->connect("dbi:ODBC:Driver=SQLServer;DSN=SQLServer;UID=UserID;PWD=pas DBI->sword"); Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 26, 2013 1:51 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication Looks like to me that is a little closer. [Wed Jun 26 18:48:08 2013] [debug]: Calling UserExists with $username (bbaker) and $service (Connect_MSSQL) (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:227) [Wed Jun 26 18:48:08 2013] [warning]: DBD::ODBC::db selectall_hashref failed: [unixODBC][FreeTDS][SQL Server]Incorrect syntax near the keyword 'USER'. (SQL-42000) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm:219) [Wed Jun 26 18:48:08 2013] [warning]: Issuing rollback() due to DESTROY without explicit disconnect() of DBD::ODBC::db handle database=RapidTrax6a;Driver=SQLServer;DSN=SQLServer;host=192.168.250.29;port=1433 at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm:219) [Wed Jun 26 18:48:08 2013] [error]: DBD::ODBC::db selectall_hashref failed: [unixODBC][FreeTDS][SQL Server]Incorrect syntax near the keyword 'USER'. (SQL-42000) at /usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 219. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, June 26, 2013 1:32 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] External Authentication On 06/26/2013 10:25 AM, Bryon Baker wrote: > I agree Thomas. > > As stated before I have the correct information and setup for the ODBC > drivers I have tested this with isql and tsql and I wrote a quick perl > scrip to test the connection string and that works. > > What I can's figure out is what information needs to be put in the " > 'dbi_driver' => 'DBI_DRIVER'," so that RT will use > the DSN entry in the ODBC configs. RT::Authen::ExternalAuth expects to build a DSN like so: dbi:$dbi_driver:database=$db_database;host=$db_server;port=$db_port Yet ODBC wants a sub-driver, so try this hack: dbi_driver => 'ODBC', database => 'FooBar;driver=FreeTDS', From shane at markentsolutions.com Wed Jun 26 18:04:58 2013 From: shane at markentsolutions.com (Shane Vedvik) Date: Wed, 26 Jun 2013 22:04:58 +0000 Subject: [rt-users] RT Not Opening Tickets from email retrieved by fetchmail Message-ID: <51BDC13E3C3CA24B8767DECA7CAB674A0CFA92@exch1.MK.local> I use Fetchmail 6.3.25+NTLM+SSL+NLS to get email from our Exchange 2010 Server, but for some reason I keep getting an error on attempting to connect: 403 Forbidden fetchmail: reading message support at exch1.mk.local:1 of 1 (776 octets) (log message incomplete) fetchmail: MDA returned nonzero status 75 fetchmail: not flushed fetchmail: Server certificate verification error: unable to get local issuer certificate fetchmail: Broken certification chain at: /CN=exch1 fetchmail: This could mean that the server did not provide the intermediate CA's certificate(s), which is nothing fetchmail could do anything about. For details, please see the README.SSL-SERVER document that ships with fetchmail. fetchmail: This could mean that the root CA's signing certificate is not in the trusted CA certificate location, or that c_rehash needs to be run on the certificate directory. For details, please see the documentation of --sslcertpath and --sslcertfile in the manual page. fetchmail: Server certificate verification error: unable to verify the first certificate fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) fetchmail: 1 message for support at exch1.mk.local (776 octets). An Error Occurred I was wondering if anyone with experience using fetchmail to download mail from exchange to RT mailgate has ever experienced this and how it was resolved. My fetchmail config is as follows: set daemon 15 set logfile /opt/fetchmail.log poll [exchange server name redacted] proto pop3 user "support" pass "[password redacted]" to root sslproto "TLS1" mda "/opt/rt4/bin/rt-mailgate --url http://localhost/rt/ --queue support --action correspond" I also tried: Set daemon 15 Set logfile /opt/fetchmail.log Poll [exchange server name redacted] proto pop3 user "support" pass "[password redacted]" to root mda "/opt/rt4/bin/rt-mailgate --url http://localhost/rt/ --queue support --action correspond" And still got the same error messages. I was unable to locate any information about how to use --sslcertck! Per the error message, and I don't have c_rehash installed on my rt machine. Thanks, Shane -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Wed Jun 26 18:51:01 2013 From: landonstewart at gmail.com (Landon) Date: Wed, 26 Jun 2013 15:51:01 -0700 Subject: [rt-users] RT Not Opening Tickets from email retrieved by fetchmail In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A0CFA92@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A0CFA92@exch1.MK.local> Message-ID: On 26 June 2013 15:04, Shane Vedvik wrote: > > 403 Forbidden > fetchmail: reading message support at exch1.mk.local:1 of 1 (776 octets) (log message incomplete) > fetchmail: MDA returned nonzero status 75 > fetchmail: not flushed > fetchmail: Server certificate verification error: unable to get local issuer certificate > fetchmail: Broken certification chain at: /CN=exch1 > fetchmail: This could mean that the server did not provide the intermediate CA's certificate(s), which is nothing fetchmail could do anything about. For details, please see the README.SSL-SERVER document that ships with fetchmail. > fetchmail: This could mean that the root CA's signing certificate is not in the trusted CA certificate location, or that c_rehash needs to be run on the certificate directory. For details, please see the documentation of --sslcertpath and --sslcertfile in the manual page. > fetchmail: Server certificate verification error: unable to verify the first certificate > fetchmail: Warning: the connection is insecure, continuing anyways. (Better use --sslcertck!) > fetchmail: 1 message for support at exch1.mk.local (776 octets). You are receiving the email. The problem is not fetching the email. The --sslcertck issue is a red herring here I believe. > ? snip ... > Poll [exchange server name redacted] proto pop3 user "support" pass "[password redacted]" to root mda "/opt/rt4/bin/rt-mailgate --url http://localhost/rt/ --queue support --action correspond" As far as I can tell the problem is that rt-mailgate can't connect to http://localhost/rt. Try it using curl from the shell and see how it goes: curl -I http://localhost/rt/ I think you'll see the 403 error (Forbidden) in the output of that above. In that case it's the web server's configuration denying access to 127.0.0.1 and you might want to try http://realhostname/rt or http://192.168.0.X/rt (or the IP address that is configured for that virtualhost in apache) -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From insane at mozgam.net Thu Jun 27 04:35:49 2013 From: insane at mozgam.net (Andrey Tatarnikov) Date: Thu, 27 Jun 2013 12:35:49 +0400 Subject: [rt-users] Address Book for RT Message-ID: <51CBF965.4080308@mozgam.net> Hi all, For the last few days we had some issues when somebody did a mistake in the "To:" field creating new mail in Outlook. This is bad and now we are thinking about handling customer service somehow without using mail clients. I have used RT in past and that is why RT was my first thought. But after reviewing RT4 demo at http://rt.easter-eggs.org/demos/ I have questions about what could I do with RT now. 1. Could RT keep Address Book within itself with the ability for users to modify contact information for people in it? Also I need RT to create new contact every time when mail from unknown sender arrives. 2. If answer for 1 is positive - could we split this Address Book by groups of contacts (e.g. CustomerCompany1 which contains Contact1, Contact2; CustomerCompany2 contains Contact3,... etc.)? 3. If answer for 1 is positive - could we let RT user to pick up necessary contacts from their groups when creating a new ticket instead of prompting them in the field? Basically, when creating a new ticket, user should fill address fields by himself and could make a mistake. 4. If answer for 1 is positive - could we let RT user to edit address fields when replying to the ticket without editing them in the textbox? E.g., the use case for creating new ticket might be: 1. select queue and click "new ticket" 2. click "Address" button on the page and select requestors manually from the Address Book, apply the selection. Selected contacts should appear at the Requestors and Cc fields. -- Wbr, Andrey Tatarnikov From sszretter at hotmail.com Thu Jun 27 08:11:16 2013 From: sszretter at hotmail.com (SSzretter) Date: Thu, 27 Jun 2013 08:11:16 -0400 Subject: [rt-users] getting MSMTP to work Message-ID: I am having trouble getting MSMTP to work (which I have working on a previous install). I followed these instructions: http://requesttracker.wikia.com/wiki/Msmtp It works from the command line, if I echo pipe in to msmtp. However, I do not see anything in my msmtp.log when RT is supposed to be sending a message. I have rt set to debug logging, and in the rt.log, I see evidence that it looks like it is looking at sending a message, but no output that says it actually did send it or if it failed. Is there another log, or some other logging to enable? Thanks! From Chad.Osmond at compfitness.com Thu Jun 27 08:45:24 2013 From: Chad.Osmond at compfitness.com (Chad Osmond) Date: Thu, 27 Jun 2013 08:45:24 -0400 Subject: [rt-users] RT and QuickBooks Web Connect Message-ID: Has anybody here looked at integrating RT and QuickBooks? Right now, when we create / edit tickets we have a CF for Billable/No Charge and Invoice #'s and use Searches to show all resolved tickets without an invoice number. Once they're invoiced we add an invoice number and the ticket disappears from the "To be invoiced" search. It would be nice of RT could, On Resolve, pass the ticket directly to QuickBooks and create an invoice based on the content. Chad -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgnapier at sfu.ca Thu Jun 27 09:44:03 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 27 Jun 2013 06:44:03 -0700 (PDT) Subject: [rt-users] Unprivileged/Self-Serve users unable to view Custom Fields In-Reply-To: <568275578.369920091.1372194933391.JavaMail.root@jaguar7.sfu.ca> Message-ID: <1223923692.381694117.1372340643632.JavaMail.root@jaguar7.sfu.ca> ----- Original Message ----- > Hi, > > I want everyone so see custom fields, including Self-Serve > requesters. > > I'm running RT 4.0.8 on CentOS 6.2/Apache2.2.24/Postfix-2.2.6. I have > everything set up and have implelented some custom fields through > the Custom Fields menu. Administrators can see custom fields fine. > But unpriviliged users (externally authenticated users in CAS > created at their first login cannot. I have Globalm Everyone and > Unpriviliged General Rights -> SeeCustomField , Custom > Fields-Everyone/Unprivileged still no luck. > > Strangely enough only one user who used to be > priviliged/administrator but now is unpriviliged can see custom > fields. > > -- OK ... fixed this one. In or Problem resolved by setting Tools->Global->Group Rights ->Add, for Unpriviliged Users, "Rights for Staff" tab check "modify and delete custom field values for objects (ModifyCustomField)" From dgnapier at sfu.ca Thu Jun 27 10:00:38 2013 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 27 Jun 2013 07:00:38 -0700 (PDT) Subject: [rt-users] How to modify/get rid of Custom Field Label "Input must match [Mandatory]" In-Reply-To: <1230278937.381695377.1372340786043.JavaMail.root@jaguar7.sfu.ca> Message-ID: <585000932.381699465.1372341638355.JavaMail.root@jaguar7.sfu.ca> Hi, I'm running 4.0.8. Is there a way to customize the label so it can say something simple and unambiguous like "Required Field" ? The label is cryptic and confusing to my end-users. I don't really need any regular expressions (other than the standard checks for escape or overflow inputs) as users input their supervisor/dept in one mandatory custom field and their location in a second. I've looked around at suggestions this maillist and at the code in rt/local/lib/RT/CustomField.pm I don't want to change any functionality within the module - it seems to be a whole lot of questionable modification to change a trivial label. Any suggestions? -- Regards, Duncan. From ruz at bestpractical.com Thu Jun 27 11:49:09 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 27 Jun 2013 19:49:09 +0400 Subject: [rt-users] RT and QuickBooks Web Connect In-Reply-To: References: Message-ID: On Thu, Jun 27, 2013 at 4:45 PM, Chad Osmond wrote: > Has anybody here looked at integrating RT and QuickBooks?**** > > Right now, when we create / edit tickets we have a CF for Billable/No > Charge and Invoice #?s and use Searches to show all resolved tickets > without an invoice number.**** > > ** ** > > Once they?re invoiced we add an invoice number and the ticket disappears > from the ?To be invoiced? search.**** > > It would be nice of RT could, On Resolve, pass the ticket directly to > QuickBooks and create an invoice based on the content. > Major part is quickbooks part. You need command line tool that can do what you need in quick books. Then you can call it with arguments from RT's scrip "On resolve do something in quickbooks by calling command line script". If you end up with command line code for quickbooks that is in perl then you can use code directly from a scrip without executing command line tool and dealing with arguments preparation. > **** > > ** ** > > Chad**** > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jun 27 11:52:54 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 27 Jun 2013 19:52:54 +0400 Subject: [rt-users] getting MSMTP to work In-Reply-To: References: Message-ID: Hi, You don't want msmtp. If msmtp fails to deliver for any reason then RT wouldn't re-try later. This setup is open to delivery failures. On Thu, Jun 27, 2013 at 4:11 PM, SSzretter wrote: > I am having trouble getting MSMTP to work (which I have working on a > previous install). I followed these instructions: > http://requesttracker.wikia.com/wiki/Msmtp > > It works from the command line, if I echo pipe in to msmtp. > > However, I do not see anything in my msmtp.log when RT is supposed to > be sending a message. > I have rt set to debug logging, and in the rt.log, I see evidence that > it looks like it is looking at sending a message, but no output that > says it actually did send it or if it failed. > > Is there another log, or some other logging to enable? > > Thanks! > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From eyler_sarah at bah.com Thu Jun 27 13:06:21 2013 From: eyler_sarah at bah.com (Eyler, Sarah [USA]) Date: Thu, 27 Jun 2013 17:06:21 +0000 Subject: [rt-users] Problem with RT_SiteConfig changes Showing on Web Message-ID: <0C52400AB199394CA16A13F4E702FD952FF24D26@ASHBDAG2M4.resource.ds.bah.com> System Information: OS: RHEL 5.9 RT version 4 Apache 2.2.24 Mod_perl 2.0 (statically linked) DNS is a little weird. The server is located in a domain different from the one where users access the web site. For instance the server's name is host.domainA but is accessed via the web by host.domainB. The server has a DNS A Record on domainB's DNS server. The server has an A record and an alias on domainA's DNS server. My RT_SiteConfig sets the $rtname, $Organization, and $webdomain to the host.domainB name. ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); I am new to RT and recently stood up my RT server. I am still in the initial configuration stage. When I make changes to the RT_SiteConfig.pm file I then stop/start httpd. However, the changes never make it to the web until I reboot the server. Additionally, when the server comes back up from the reboot, httpd has started but RT has not. I have to start RT by running the command: "rt-server &". I thought that RT should stop/start with httpd. Does anyone know if there is something I need to do so that when I stop/start apache the RT config will effect its changes to the web? Also, if anyone can tell me if RT is supposed to start/stop with Apache? I have tried making changes to the way my VH is configured in by using the IP, the name, and *. My httpd.conf file is configured to use the httpd-vhosts.conf file. Running httpd -t shows that my vhost file is syntactically correct. I have googled, searched the wiki, and searched through past rt-users inquiries to no avail. The only thing I found was that you need to stop/start httpd rather than just restarting it. Thanks Sarah -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jun 27 15:55:35 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Jun 2013 15:55:35 -0400 Subject: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create In-Reply-To: References: Message-ID: <20130627195535.GR71184@jibsheet.com> On Wed, Jun 26, 2013 at 09:59:43AM -0700, Landon wrote: > Hello RT Users, > We have a *ton* of tickets in a queue from another instance of RT in our instance of RTIR > (RT4/RTIR3). I've been able to modify the Lifecycles so that I can move tickets to the > "Incident Reports" queue now (thanks Kevin for your advice with that). I'd like tickets moved > to that queue treated like new Incident Report tickets in RTIR but hitting some snags. > The condition for On Queue Change itself isn't a problem since that part is pretty straight > forward (either using the built in "On Queue Change" or a user defined condition). > The problem is that the provided "SetIPFromContent" (which presumably is the RTIR_FindIP.pm) > doesn't work when using "On Queue Change" as a condition. This is probably because the content > of the transaction is that of a queue change and does not contain any correspondence-style > content and it's not something you can run against the action. What I need however is > something that will run against each part (attachment?) of this already existing ticket. > I attempted to do this using a simple loop over each of the transactions but it's kind of > hacked up and the loop doesn't even seem to run once (as if there are no transactions with > attachments). rt-crontool has the --transaction all argument for exactly this usage. Move your tickets, run rt-crontool (search or condition to find the tickets) --action FindIP --transaction all RT will scrap the complete history of those tickets running them through IP extractor (so all Create/Comment/Correspond would be checked). http://bestpractical.com/rt/docs/latest/rt-crontool.html -kevin > NAME: OnQueueChange Find IPs > Condition: On Queue Change > Action: User Defined > Template: Blank > Stage: Transaction Create > Condition and Preperation: "return 1;" > Cleanup Code: > use Regexp::Common qw(net); > use NetAddr::IP; > use Data::Validate::IP qw(is_ipv4 is_ipv6); > my $attachments = $self->TransactionObj->Attachments; > my @ourips = RT->Config->Get('OurIPs'); > my $CF_Obj = RT::CustomField->new($RT::SystemUser); > $CF_Obj->LoadByName( Name => "URL" ); # *** See note > my @inserted; > # Loop over each attachment in the TransactionObj and trap IPv4 and IPv6 addresses. > # Insert those into the "IP" CustomField. > # *** Note - For testing I've changed it to URL and I'm trying to simply write \ > # *** - the word "TEST" instead. > # *** - URL is a valid CF and this AddValueForObject works outside the \ > # *** - while loop below. > # > while (my $message = $attachments->Next) { > next unless $message->ContentType =~ m!^(text/html|text/plain|message|text$)!i; > my $content = $message->Content; > my @lines = split(/\n/,$content); > foreach my $line (@lines) { > if ($line =~ /($RE{net}{IPv4}|$RE{net}{IPv6})/g) { > $CF_Obj->AddValueForObject( Object => $self->TicketObj, Content => "TEST" ) > unless grep($1, at inserted); # *** See note > push(@inserted,$ipaddr); > } > } > } > I've been banging my head against this for a few hours now and can't get the loop to work it > seems let alone find a way to do this more natively with RTIR_FindIP.pm. > Thanks for reading! > -- > Landon Stewart -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jun 27 16:03:27 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Jun 2013 16:03:27 -0400 Subject: [rt-users] How to modify/get rid of Custom Field Label "Input must match [Mandatory]" In-Reply-To: <585000932.381699465.1372341638355.JavaMail.root@jaguar7.sfu.ca> References: <1230278937.381695377.1372340786043.JavaMail.root@jaguar7.sfu.ca> <585000932.381699465.1372341638355.JavaMail.root@jaguar7.sfu.ca> Message-ID: <20130627200327.GS71184@jibsheet.com> On Thu, Jun 27, 2013 at 07:00:38AM -0700, Duncan Napier wrote: > The label is cryptic and confusing to my end-users. I don't really need any regular expressions (other than the standard checks for escape or overflow inputs) as users input their supervisor/dept in one mandatory custom field and their location in a second. I've looked around at suggestions this maillist and at the code in > > rt/local/lib/RT/CustomField.pm > > I don't want to change any functionality within the module - it seems to be a whole lot of questionable modification to change a trivial label. Any suggestions? To hide it, use the css class on that div. To change it, make a custom en.po with something like msgid "Input must match %1" msgstr "Enter something" -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From beodep at yahoo.com Thu Jun 27 00:58:22 2013 From: beodep at yahoo.com (nonnick) Date: Wed, 26 Jun 2013 21:58:22 -0700 (PDT) Subject: [rt-users] Create child/parent ticket on another queue Message-ID: <1372309102612-54467.post@n7.nabble.com> Hi all, How can i create a child ticket on another queue. For example: Ticket A has been created in queue X. Team in queue X can not resolve by themselves, must be request queue Y do somethings then team X can resolve ticket. How can they create a child ticket B of ticket A on queue Y Thanks for your help. Regards, Nonnick. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Create-child-parent-ticket-on-another-queue-tp54467.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Thu Jun 27 20:47:25 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 27 Jun 2013 17:47:25 -0700 Subject: [rt-users] Create child/parent ticket on another queue In-Reply-To: <1372309102612-54467.post@n7.nabble.com> References: <1372309102612-54467.post@n7.nabble.com> Message-ID: <51CCDD1D.60702@bestpractical.com> On 06/26/2013 09:58 PM, nonnick wrote: > Hi all, > > How can i create a child ticket on another queue. > > For example: > Ticket A has been created in queue X. Team in queue X can not resolve by > themselves, must be request queue Y do somethings then team X can resolve > ticket. How can they create a child ticket B of ticket A on queue Y https://metacpan.org/release/RT-Extension-SpawnLinkedTicketInQueue From Johan.Sjoberg at deltamanagement.se Fri Jun 28 03:05:29 2013 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Fri, 28 Jun 2013 07:05:29 +0000 Subject: [rt-users] Possible to edit ticket content? Message-ID: <8ae5d5fa57ff4c05bff87acda165304a@DBXPR05MB030.eurprd05.prod.outlook.com> Hi We have a ticket that has grown extremely large because of many mails and lots of included quotes. This means that it takes forever to open in RT. Is it possible to edit the database and truncate the content in each "post"? It seems like the content is stored in the Attachments table, but it seems to be in binary format. We are running RT 3.8.17 Regards, Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Jun 28 08:56:17 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 28 Jun 2013 07:56:17 -0500 Subject: [rt-users] Possible to edit ticket content? In-Reply-To: <8ae5d5fa57ff4c05bff87acda165304a@DBXPR05MB030.eurprd05.prod.outlook.com> References: <8ae5d5fa57ff4c05bff87acda165304a@DBXPR05MB030.eurprd05.prod.outlook.com> Message-ID: <20130628125617.GI3264@aart.rice.edu> On Fri, Jun 28, 2013 at 07:05:29AM +0000, Johan Sj?berg wrote: > Hi > > We have a ticket that has grown extremely large because of many mails and lots of included quotes. This means that it takes forever to open in RT. Is it possible to edit the database and truncate the content in each "post"? It seems like the content is stored in the Attachments table, but it seems to be in binary format. We are running RT 3.8.17 > > Regards, > Johan Hi Johan, Some ideas: Use RT::Extension::HistoryFilter to reduce the number of transactions displayed in the main page. I do not know if an option is available for this but only display the most recent updates, for some definition of recent, on the main display page and have them all available on the History tab. Create a new ticket and refer to the old ticket as a parent or reference. Cheers, Ken From presnypreklad at gmail.com Fri Jun 28 09:19:18 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Fri, 28 Jun 2013 15:19:18 +0200 Subject: [rt-users] [External] Re: Problem with RT_SiteConfig changes Showing on Web In-Reply-To: <0C52400AB199394CA16A13F4E702FD952FF262AC@ASHBDAG2M4.resource.ds.bah.com> References: <0C52400AB199394CA16A13F4E702FD952FF24D26@ASHBDAG2M4.resource.ds.bah.com> <0C52400AB199394CA16A13F4E702FD952FF262AC@ASHBDAG2M4.resource.ds.bah.com> Message-ID: > Yes, sorry I had tried that and it also did not work. > > Thanks Remember to include the list in replies :-) From cloos at netcologne.de Fri Jun 28 11:32:25 2013 From: cloos at netcologne.de (Christian Loos) Date: Fri, 28 Jun 2013 17:32:25 +0200 Subject: [rt-users] Possible to edit ticket content? In-Reply-To: <8ae5d5fa57ff4c05bff87acda165304a@DBXPR05MB030.eurprd05.prod.outlook.com> References: <8ae5d5fa57ff4c05bff87acda165304a@DBXPR05MB030.eurprd05.prod.outlook.com> Message-ID: <51CDAC89.9060105@netcologne.de> Am 28.06.2013 09:05, schrieb Johan Sj?berg: > Hi > > > > We have a ticket that has grown extremely large because of many mails > and lots of included quotes. This means that it takes forever to open in > RT. Is it possible to edit the database and truncate the content in each > ?post?? It seems like the content is stored in the Attachments table, > but it seems to be in binary format. We are running RT 3.8.17 > > > > Regards, > > Johan > Upgrade to RT 4.0 to benefit from quote folding: http://blog.bestpractical.com/2011/06/whats-new-in-4-quote-folding.html Chris From landonstewart at gmail.com Fri Jun 28 13:34:04 2013 From: landonstewart at gmail.com (Landon) Date: Fri, 28 Jun 2013 10:34:04 -0700 Subject: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create In-Reply-To: <20130627195535.GR71184@jibsheet.com> References: <20130627195535.GR71184@jibsheet.com> Message-ID: On 27 June 2013 12:55, Kevin Falcone wrote: > rt-crontool has the --transaction all argument for exactly this usage. > Move your tickets, run rt-crontool (search or condition to find the > tickets) --action FindIP --transaction all > > RT will scrap the complete history of those tickets running them > through IP extractor (so all Create/Comment/Correspond would be > checked). > > http://bestpractical.com/rt/docs/latest/rt-crontool.html > > Well I attempted it and while it cycled through the tickets *and* their transactions it didn't process them as expected with the action provided. I had to use RT::Action::RTIR_FindIP as the action since just specifying FindIP didn't work (failed to load module FindIP). I don't know if I used the wrong action or if something else is awry here but the tickets themselves did not change even though there are IP addresses to be found in all of them except one. Here's what I ran and a small sample of the output: # /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg "Incident Reports" --condition RT::Condition::Overdue --action RT::Action::RTIR_FindIP --transaction all --verbose 1265908: Using transaction #3422057... Using transaction #3422063... Using transaction #3423198... Using transaction #3423201... Using transaction #3423203... Using transaction #3423857... Using transaction #3423858... Using transaction #3424782... Using transaction #14047288... Using transaction #67295392... Using transaction #67295393... Using transaction #67295394... 1266189: Using transaction #3425710... Using transaction #3425718... Using transaction #3425742... Using transaction #3425743... Using transaction #3425847... Using transaction #14047295... Using transaction #67295419... Using transaction #67295420... Using transaction #67295421? etc... -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Fri Jun 28 14:44:19 2013 From: landonstewart at gmail.com (Landon) Date: Fri, 28 Jun 2013 11:44:19 -0700 Subject: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create In-Reply-To: References: <20130627195535.GR71184@jibsheet.com> Message-ID: On 28 June 2013 10:34, Landon wrote: > On 27 June 2013 12:55, Kevin Falcone wrote: > >> rt-crontool has the --transaction all argument for exactly this usage. >> Move your tickets, run rt-crontool (search or condition to find the >> tickets) --action FindIP --transaction all >> >> RT will scrap the complete history of those tickets running them >> through IP extractor (so all Create/Comment/Correspond would be >> checked). >> >> http://bestpractical.com/rt/docs/latest/rt-crontool.html >> >> > Well I attempted it and while it cycled through the tickets *and* their > transactions it didn't process them as expected with the action provided. > I had to use RT::Action::RTIR_FindIP as the action since just specifying > FindIP didn't work (failed to load module FindIP). I don't know if I used > the wrong action or if something else is awry here but the tickets > themselves did not change even though there are IP addresses to be found in > all of them except one. > > Here's what I ran and a small sample of the output: > > # /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue > --search-arg "Incident Reports" --condition RT::Condition::Overdue --action > RT::Action::RTIR_FindIP --transaction all --verbose > ?snip... > Ah ha? nevermind - I used "--condition RT::Condition::Overdue" from an example and it didn't match anything. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsolberg at intrepidls.com Fri Jun 28 15:29:22 2013 From: jsolberg at intrepidls.com (jsolberg) Date: Fri, 28 Jun 2013 12:29:22 -0700 (PDT) Subject: [rt-users] External Auth config with RT on Debian Message-ID: <1372447762221-54486.post@n7.nabble.com> Hi All, I have ran into a wits end situation and am now going to ask the experts. I have been given the task of standing up RT for my company. So far that part has gone ok. I am able to get to login page and log in with local ROOT account. That part is working. I have even played around with theme colors to match my company's color scheme etc etc..It was brought to my attention that we need to intergrate AD authentication into RT. In doing that i reached out to google and found what I had thought to be some promising information. I downloaded and installed the RT::Authen:ExternalAuth Plugin by doing the following: cpan -i RT::Authen::ExternalAuth It ran and i entered in the path it wanted for RT.pm and away it went. It made and it installed like it should. I then took the sample RT_SiteConfig.pm in /usr/share/local/request-tracker4/plugins/xxxx and copied it to /etc/request-tracker4/RT_SiteConfig.d/external auth. I then make that file look like this: Default settings till here.... #PLUGINS Set( @Plugins, qw(RT::Authen::ExternalAuth)); #External Auth Settings Set($ExternalAuthPriority, [ 'My_LDAP',] ); Set($ExternalInfoPriority, [ 'My_LDAP',] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dc2.xxxxxx.com', 'user' => 'cn=Bind Ldap,ou=User,Logins,dc=intrepidls,dc=com', 'pass' => 'xxxxxxx', 'base' => 'dc=xxxx,dc=com', 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803=2)', 'group' => 'cn=Domain Users,ou=Groups_Security,dc=xxxxx,dc=com', 'group_attr' => 'member', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3, port => 3268 ], 'group_scope' => 'base', 'group_attr_value' => 'GROUP_ATTR_VALUE', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, # An example SSO cookie service 'My_SSO_Cookie' => { 'type' => 'cookie', 'name' => 'loginCookieValue', 'u_table' => 'users', 'u_field' => 'username', 'u_match_key' => 'userID', 'c_table' => 'login_cookie', 'c_field' => 'loginCookieValue', 'c_match_key' => 'loginCookieUserID', 'db_service_name' => 'My_MySQL' }, } ); 1; I then use update-rt-siteconfig to merge these settings into RT_SiteConfig.pm. From what I read this is all correct and "Should" allow AD accounts to log in. Here is what is logging in the apache2 error log: [Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST (admin-rt4) does NOT match the configured WebDomain (localhost). Perhaps you should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194) [Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for jsolberg at xxxxxx.com from 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) [Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from 10.10.30.62 ( /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740) [Fri Jun 28 19:02:52 2013] [info]: Successful login for root from 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745) root at admin-rt4:/usr/share/request-tracker4/lib# Notice the SUCCESSFUL login from ROOT. I really hope I am just missing something really simple but from what I can see its not even sending the request to the AD server as I can type in the wrong password 10 times and it is not locking the account out. I have other servers configured to use LDAP and using the same bind account so i know my LDAP settings are correct. I have tried more than one AD account to no avail. I installed all the Request Tracker componants via apt-get install. PLEASE HELP! Thanks. Jeff -- View this message in context: http://requesttracker.8502.n7.nabble.com/External-Auth-config-with-RT-on-Debian-tp54486.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From japodaca at latg.com Fri Jun 28 15:52:11 2013 From: japodaca at latg.com (John Apodaca) Date: Fri, 28 Jun 2013 15:52:11 -0400 (EDT) Subject: [rt-users] =?utf-8?q?Install_RT_-_server=2Ecnf_=3F?= Message-ID: <1372449131.70459696@apps.rackspace.com> There is a great procedure for installation of RT 4. Has anyone else used it? "Install Request Tracker 4" http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12. The procedure suggests using MariaDB, but I installed the latest MySQL for Enterprise Linux 6. The procedure has worked perfectly, except for Step 5.1 where it says to modify parameters in: /etc/my.cnf.d/server.cnf This file does not exist anywhere on the system. Does anyone know of an equivalent file, or a place to add the specified parameter settings? John Apodaca -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Fri Jun 28 16:14:52 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 28 Jun 2013 16:14:52 -0400 Subject: [rt-users] Install RT - server.cnf ? In-Reply-To: <1372449131.70459696@apps.rackspace.com> References: <1372449131.70459696@apps.rackspace.com> Message-ID: <51CDEEBC.4050207@bestpractical.com> On 6/28/13 3:52 PM, John Apodaca wrote: > There is a great procedure for installation of RT 4. Has anyone else > used it? > > "Install Request Tracker 4" > http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html > > I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12. > > The procedure suggests using MariaDB, but I installed the latest MySQL > for Enterprise Linux 6. > > The procedure has worked perfectly, except for Step 5.1 where it says to > modify parameters in: > /etc/my.cnf.d/server.cnf > > This file does not exist anywhere on the system. Does anyone know of an > equivalent file, or a place to add the specified parameter settings? Check for /etc/my.cnf which is the MySQL config file. From jsolberg at intrepidls.com Fri Jun 28 17:04:12 2013 From: jsolberg at intrepidls.com (jsolberg) Date: Fri, 28 Jun 2013 14:04:12 -0700 (PDT) Subject: [rt-users] Setting up requestor access to Self Service Web UI In-Reply-To: <20130624161040.GI71184@jibsheet.com> References: <20130624161040.GI71184@jibsheet.com> Message-ID: <1372453452993-54489.post@n7.nabble.com> Thanks for the replys. Thanks for the clarification about Self Service. I plan on rolling this product out to my end users as soon as I get the External AD auth working...See my other thread... http://requesttracker.8502.n7.nabble.com/External-Auth-config-with-RT-on-Debian-td54486.html I have some dedicated time over the next week to really get this working the way I would like. Thanks again. Jeff -- View this message in context: http://requesttracker.8502.n7.nabble.com/Setting-up-requestor-access-to-Self-Service-Web-UI-tp54330p54489.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Fri Jun 28 17:04:40 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 29 Jun 2013 01:04:40 +0400 Subject: [rt-users] Install RT - server.cnf ? In-Reply-To: <1372449131.70459696@apps.rackspace.com> References: <1372449131.70459696@apps.rackspace.com> Message-ID: On Fri, Jun 28, 2013 at 11:52 PM, John Apodaca wrote: > > "Install Request Tracker 4" > http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html Nice post, many steps are taken care of. One of the best third party installation manuals. I think it's better to stick with mysql for now as we don't test RT with mariadb at the moment. Tutorial uses CPAN shell to install almost all perl modules. People who prefer rpms can search using output of make testdeps, it's quite easy to map module name to rpm name. RHEL6+EPEL covers a lot of of dependencies, but not all of them. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Jun 28 17:25:55 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 28 Jun 2013 21:25:55 +0000 Subject: [rt-users] Setup RT-Mailgate Message-ID: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> Can?t seem to get by the error message Delivery error (command rt-mailgate 15858 wrote to stderr: cannot chdir to /root from /tmp/pZl8XRe4lY: Permission denied, aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.) msg 1/3 (42630 bytes), delivery error (command rt-mailgate 15858 wrote to stderr: cannot chdir to /root from /tmp/pZl8XRe4lY: Permission denied, aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.) Delivery error (command rt-mailgate 15863 wrote to stderr: cannot chdir to /root from /tmp/gYjk0TygPY: Permission denied, aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.) Looking for some help Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Jun 28 17:57:56 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 28 Jun 2013 21:57:56 +0000 Subject: [rt-users] Setup RT-Mailgate In-Reply-To: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> References: <219fd8fa5cb24ffaaf08ccb479c205b7@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <14fd0bd965de467aac5d2b73bc4110e6@BLUPR05MB103.namprd05.prod.outlook.com> I figured out the issue. All I have to do is run the program from the tmp directory. I now get the following message delivered to MDA_external command rt-mailgate () But can?t find it in RT no ticket created. Thanks for help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Friday, June 28, 2013 4:26 PM To: RT users Subject: [rt-users] Setup RT-Mailgate Can?t seem to get by the error message Delivery error (command rt-mailgate 15858 wrote to stderr: cannot chdir to /root from /tmp/pZl8XRe4lY: Permission denied, aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.) msg 1/3 (42630 bytes), delivery error (command rt-mailgate 15858 wrote to stderr: cannot chdir to /root from /tmp/pZl8XRe4lY: Permission denied, aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.) Delivery error (command rt-mailgate 15863 wrote to stderr: cannot chdir to /root from /tmp/gYjk0TygPY: Permission denied, aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.) Looking for some help Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkelsh at netspot.com.au Sat Jun 29 02:16:49 2013 From: jkelsh at netspot.com.au (John Kelsh) Date: Sat, 29 Jun 2013 15:46:49 +0930 Subject: [rt-users] Articles as email templates with variables Message-ID: <51CE7BD1.5070508@netspot.com.au> Hi All, I've only just started using RTFM Articles as email templates, so apologies for my ignorance. Is there any way to incorporate variables into article custom fields so that they can be used as a template? Basically, what I am trying to achieve is an email template (canned response type) with the current date in the body of the email, similar to this. > Hi, > > Thank you for your enquiry, today's date is 29th Jun 2013. Are there any alternatives to using Articles to achieve this? Thanks, From ruz at bestpractical.com Sat Jun 29 08:40:15 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 29 Jun 2013 16:40:15 +0400 Subject: [rt-users] Articles as email templates with variables In-Reply-To: <51CE7BD1.5070508@netspot.com.au> References: <51CE7BD1.5070508@netspot.com.au> Message-ID: http://search.cpan.org/dist/RT-Extension-ArticleTemplates/ On Sat, Jun 29, 2013 at 10:16 AM, John Kelsh wrote: > Hi All, > > I've only just started using RTFM Articles as email templates, so > apologies for my ignorance. Is there any way to incorporate variables into > article custom fields so that they can be used as a template? > > Basically, what I am trying to achieve is an email template (canned > response type) with the current date in the body of the email, similar to > this. > > > Hi, > > > > Thank you for your enquiry, today's date is 29th Jun 2013. > > Are there any alternatives to using Articles to achieve this? > > Thanks, > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: