From joe at josephdwagner.info Tue Aug 4 04:30:41 2015 From: joe at josephdwagner.info (Joseph D. Wagner) Date: Tue, 4 Aug 2015 01:30:41 -0700 Subject: [rt-users] Custom Field Security Message-ID: <55C07831.8080403@josephdwagner.info> I would like for unprivileged users to be able to enter and view custom fields on the tickets they enter. I setup the custom field for Ticket and added it to a specific Queue. I figured out how unprivileged users can enter custom fields for tickets they file -- SeeCustomField and ModifyCustomField. However, after the ticket is entered, unprivileged users cannot see the custom field data they just entered on the SelfService/Display.html page. Only privileged users can see this. How can I set this up so unprivileged users can see the custom field data they just entered? Any help would be appreciated. Thanks. Joseph D. Wagner From chrilde at gmail.com Tue Aug 4 08:26:38 2015 From: chrilde at gmail.com (Chrilly Cheng) Date: Tue, 4 Aug 2015 20:26:38 +0800 Subject: [rt-users] Custom Field use External values based on queue Message-ID: Hi All, I'm trying to reach a requirement that we want one global custom field, which is using external values that populated with some REST API, to has different drop-down list filtered by Queue name. Is this possible to config in /lib/RT/CustomFieldValues/xx.pm file? Or is there any other way to accomplish this requirement? Any comments would be appreciated. Thanks a lot. Best Regards, Chrilly -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Tue Aug 4 14:41:47 2015 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 4 Aug 2015 14:41:47 -0400 Subject: [rt-users] resolving stalled tickets after X amount of time Message-ID: I tried googling and found an unanswered email to this list from 2006. I also found a bunch of links relating to RT's Lifecycle functionality, but I wasn't able to figure out if there was a built in way for RT to auto-resolve/reject/(some other status) tickets that have been stalled for a period of time. Ideally, I would like to set tickets to stalled when we are waiting for feedback from the requestor, and if that requestor does not respond after a given time period(configurable by queue preferrably), the system automatically resolves. It would be best if when we resolve in this fashion, that the requestor gets notified of the automatic resolve... which is why I suggested another status, as it would be easy to set a scrip/template for this. >From what I read in the Lifecycles functionality, it only applies to transactions as they are happening. I'm looking to kick off a transaction automatically. I'm assuming this is a cron + executing a saved query of some sort, then actioning on it all. Is this built into RT somehow, or do I have to piece it together like I've stated above using cron/perl scripting? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Aug 4 14:47:08 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 4 Aug 2015 13:47:08 -0500 Subject: [rt-users] resolving stalled tickets after X amount of time In-Reply-To: References: Message-ID: On Tue, Aug 4, 2015 at 1:41 PM, Mike Johnson wrote: > I tried googling and found an unanswered email to this list from 2006. > > I also found a bunch of links relating to RT's Lifecycle functionality, but > I wasn't able to figure out if there was a built in way for RT to > auto-resolve/reject/(some other status) tickets that have been stalled for a > period of time. > > Ideally, I would like to set tickets to stalled when we are waiting for > feedback from the requestor, and if that requestor does not respond after a > given time period(configurable by queue preferrably), the system > automatically resolves. > > It would be best if when we resolve in this fashion, that the requestor gets > notified of the automatic resolve... which is why I suggested another > status, as it would be easy to set a scrip/template for this. > > From what I read in the Lifecycles functionality, it only applies to > transactions as they are happening. I'm looking to kick off a transaction > automatically. > > I'm assuming this is a cron + executing a saved query of some sort, then > actioning on it all. > > Is this built into RT somehow, or do I have to piece it together like I've > stated above using cron/perl scripting? It is mostly built-in. Here is a cron entry we use to adjust ticket status based on a query. # Puppet Name: access_request_ticket_stale_timeout_set_status 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND Created <= "410 days ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL AND "CF.{Renewal Verified At}" <= "410 days ago" ) ) ' --action RT::Action::SetStatus --action-arg stale Let the list know if you don't have your "RT cron" set up; that is a prerequisite. -m From joe at josephdwagner.info Tue Aug 4 15:57:58 2015 From: joe at josephdwagner.info (Joseph D. Wagner) Date: Tue, 04 Aug 2015 12:57:58 -0700 Subject: [rt-users] Pre-Populate Description Message-ID: <108574993eed943c3ee8c36179da5a73@josephdwagner.info> I would like to pre-populate the description of a new ticket. For example, if I filed a bug on Red Hat's Bugzilla, a new bug description already contains the text: Component: Version: Problem: Expected Results: Actual Results: Additional Info: A feature like this would be very helpful to guiding users with what data they should enter. Can this be done in RT? If so, how? Thanks. Joseph D. Wagner From mzagrabe at d.umn.edu Tue Aug 4 16:15:08 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 4 Aug 2015 15:15:08 -0500 Subject: [rt-users] Pre-Populate Description In-Reply-To: <108574993eed943c3ee8c36179da5a73@josephdwagner.info> References: <108574993eed943c3ee8c36179da5a73@josephdwagner.info> Message-ID: On Tue, Aug 4, 2015 at 2:57 PM, Joseph D. Wagner wrote: > I would like to pre-populate the description of a new ticket. For example, > if I filed a bug on Red Hat's Bugzilla, a new bug description already > contains the text: > > Component: > Version: > Problem: > Expected Results: > Actual Results: > Additional Info: > > A feature like this would be very helpful to guiding users with what data > they should enter. Can this be done in RT? If so, how? You can do this in a variety of ways. Each with their own amount of work and with their own caveats for use-case. There are probably more ways that I am not aware of, too. Use Articles. This is pretty easy, but to my knowledge, the users will have to select the article from a drop down to get the text into your content box. Use QuickCalls: http://search.cpan.org/dist/RT-Extension-QuickCalls/lib/RT/Extension/QuickCalls.pm When the user selects an entry from the quick call list, the resulting ticket content can be populated with the article. Here is a config snippet: Plugin('RT::Extension::QuickCalls'); Set( $QuickCalls, [ { Name => 'Elevated Rights', Queue => 'End User Support', Status => 'resolved', SetOwnerToCurrentUser => 1, 'Articles-Include-Article-Named' => 'Elevated Access Rights', CommentContent => q{}, }, ] ); Use a callback to add the text for the given queue. Forgive me the pasting of code in an email. You'll get the concept. $ cat html/Callbacks/RT-Site-UMN-Duluth-EducationalTechnology/Elements/MessageBox/Default <%perl> if ( (grep /^Create\.html$/, map({$_->name} $m->callers)) # ensure we are at Create.html && # AND ( ! defined $ARGS{Name} # Name parameter is not defined || # OR $ARGS{Name} ne 'CommentContent' # Name is not CommentContent (CommentOnCreate) ) && # AND ( # we are creating in the Educational Technology queue ( defined $parent_args->{Queue} # definededness check && # AND ( # Queue matches a number and is Educational Technology id ( # or queue does not match a number and is 'Educational Technology' $parent_args->{Queue} =~ /^\d+$/ && $parent_args->{Queue} == $educational_technology_queue_id # "Normal" ticket creation ) || ( $parent_args->{Queue} !~ /^\d+$/ && $parent_args->{Queue} eq 'Educational Technology' # Quick Create ) ) ) || # OR ( defined $parent_args->{Problem} # definededness check && # AND $parent_args->{Problem} =~ /^$educational_technology_queue_id-/ # CreateByProblemType ) ) ) { <% $content | n %> <%perl> } <%init> my $parent_args = $m->request_args; my $educational_technology_queue = new RT::Queue($session{CurrentUser}); $educational_technology_queue->Load('Educational Technology') || return; my $educational_technology_queue_id = $educational_technology_queue->id; my $content = <<__END_OF_CONTENT__; What is the name of the course, its number and section (e.g., Writing Studies 1120, section 1)? What is the specific issue (e.g., students are reporting the quiz in week 13 is not available)? __END_OF_CONTENT__ $content = $m->interp->apply_escapes( $content, 'h', ); if (RT->Config->Get('MessageBoxRichText', $session{CurrentUser})) { $content = "
$content
"; } -m From asanka_gunasekera at yahoo.co.uk Wed Aug 5 02:54:29 2015 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 5 Aug 2015 07:54:29 +0100 Subject: [rt-users] single queue for multiple customers Message-ID: <1438757669.21038.YahooMailBasic@web171506.mail.ir2.yahoo.com> Hi All, hope some one can give me some insight to below or refer to a UTL Currently I am using RT as below (must be the must be the simplest way of using). 1. I have created a queue per each customer 2. and Create, admincc etc the customer and some internal supervisors 3. Each queue has its own reply address and comment address (both using the same address) Above set-up works fine, till my technical directer started saying otherwise :) below is what he wants me to go about looking. How can I have have signal queue for multiple customer and retain the same level of access rights that I have with the current configuration. Appreciate any help that you can provide Best Regards Asanka From lstewart at iweb.com Wed Aug 5 03:03:26 2015 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 5 Aug 2015 07:03:26 +0000 Subject: [rt-users] single queue for multiple customers In-Reply-To: <1438757669.21038.YahooMailBasic@web171506.mail.ir2.yahoo.com> References: <1438757669.21038.YahooMailBasic@web171506.mail.ir2.yahoo.com> Message-ID: In my opinion this would best be done with Constituencies but using a plugin for RT called RTIR. https://www.bestpractical.com/docs/rtir/3.2.0/Constituencies.html On Aug 4, 2015, at 11:54 PM, Asanka Gunasekera wrote: > > Hi All, hope some one can give me some insight to below or refer to a UTL > > Currently I am using RT as below (must be the must be the simplest way of using). > > 1. I have created a queue per each customer > 2. and Create, admincc etc the customer and some internal supervisors > 3. Each queue has its own reply address and comment address (both using the same address) > > Above set-up works fine, till my technical directer started saying otherwise :) below is what he wants me to go about looking. > > How can I have have signal queue for multiple customer and retain the same level of access rights that I have with the current configuration. > > Appreciate any help that you can provide > > Best Regards > > Asanka From asanka_gunasekera at yahoo.co.uk Wed Aug 5 03:25:31 2015 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 5 Aug 2015 08:25:31 +0100 Subject: [rt-users] single queue for multiple customers In-Reply-To: Message-ID: <1438759531.70913.YahooMailBasic@web171505.mail.ir2.yahoo.com> Thank you the quick response Landon, this is great -------------------------------------------- On Wed, 5/8/15, Landon Stewart wrote: Subject: Re: [rt-users] single queue for multiple customers To: "Asanka Gunasekera" Cc: "rt-users at lists.bestpractical.com" Date: Wednesday, 5 August, 2015, 13:03 In my opinion this would best be done with Constituencies but using a plugin for RT called RTIR. https://www.bestpractical.com/docs/rtir/3.2.0/Constituencies.html On Aug 4, 2015, at 11:54 PM, Asanka Gunasekera wrote: > > Hi All, hope some one can give me some insight to below or refer to a UTL > > Currently I am using RT as below (must be the must be the simplest way of using). > > 1. I have created a queue per each customer > 2. and Create, admincc etc the customer and some internal supervisors > 3. Each queue has its own reply address and comment address (both using the same address) > > Above set-up works fine, till my technical directer started saying otherwise :) below is what he wants me to go about looking. > > How can I have have signal queue for multiple customer and retain the same level of access rights that I have with the current configuration. > > Appreciate any help that you can provide > > Best Regards > > Asanka From Daniel.Moore at osbornewood.com Wed Aug 5 09:57:16 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Wed, 5 Aug 2015 13:57:16 +0000 Subject: [rt-users] Increase size of attachment when using web interaface to attach items Message-ID: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a ".exe" file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS#### I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From Daniel.Moore at osbornewood.com Wed Aug 5 10:08:14 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Wed, 5 Aug 2015 14:08:14 +0000 Subject: [rt-users] Increase size of attachment when using web interaface to attach items In-Reply-To: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> References: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> Message-ID: <54B02CD784365C4DAF3841D1FDC763284863D689@EXCHANGE.osborne.local> Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a ".exe" file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS#### I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From Daniel.Moore at osbornewood.com Wed Aug 5 10:08:49 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Wed, 5 Aug 2015 14:08:49 +0000 Subject: [rt-users] Increase size of attachment when using web interaface to attach items References: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> Message-ID: <54B02CD784365C4DAF3841D1FDC763284863D697@EXCHANGE.osborne.local> Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a ".exe" file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS#### I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From Daniel.Moore at osbornewood.com Wed Aug 5 10:45:27 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Wed, 5 Aug 2015 14:45:27 +0000 Subject: [rt-users] Increase size of attachment when using web interaface to attach items In-Reply-To: <9F5FF84AAC23A547B7E09C120D0E16DDC8089B@connmbx01> References: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> <54B02CD784365C4DAF3841D1FDC763284863D689@EXCHANGE.osborne.local> <9F5FF84AAC23A547B7E09C120D0E16DDC8089B@connmbx01> Message-ID: <54B02CD784365C4DAF3841D1FDC763284863D758@EXCHANGE.osborne.local> Hello, Thank you for the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn't really tell me where. I am not good with Linux so I don't understand where mod_fcgi is? Can you point me in the direction of where I need to make the change? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: Joanne McClintock [mailto:joanne.mcclintock at uwaterloo.ca] Sent: Wednesday, August 05, 2015 10:30 AM To: Daniel Moore Subject: RE: Increase size of attachment when using web interaface to attach items Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB-it's much, much smaller by default in versions since 2.3.6. There's a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a ".exe" file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS#### I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From piotr.manturzyk at nooxtech.pl Wed Aug 5 12:17:50 2015 From: piotr.manturzyk at nooxtech.pl (=?iso-8859-2?Q?Piotr_Ma=F1turzyk_=28NooxTechnologies=29?=) Date: Wed, 5 Aug 2015 18:17:50 +0200 Subject: [rt-users] Forward ticket with complete history and attachments (refresh) Message-ID: <007701d0cf9a$4ecfd160$ec6f7420$@nooxtech.pl> Hello everybody, does RT 4.2.10 support forward of tickets as a whole (ideally CF's included automatically in the body) to external email address, or do I have to mess in the code as advised in this thread (http://www.gossamer-threads.com/lists/rt/users/95422 5 years ago, RT 3.8.8)? Thank you & best regards Piotr -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Moore at osbornewood.com Wed Aug 5 13:01:50 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Wed, 5 Aug 2015 17:01:50 +0000 Subject: [rt-users] FW: Increase size of attachment when using web interaface to attach items In-Reply-To: <54B02CD784365C4DAF3841D1FDC763284863D758@EXCHANGE.osborne.local> References: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> <54B02CD784365C4DAF3841D1FDC763284863D689@EXCHANGE.osborne.local> <9F5FF84AAC23A547B7E09C120D0E16DDC8089B@connmbx01> <54B02CD784365C4DAF3841D1FDC763284863D758@EXCHANGE.osborne.local> Message-ID: <54B02CD784365C4DAF3841D1FDC763284863D8EE@EXCHANGE.osborne.local> So I have checked my fcgid.conf file in mods-available and it is set properly Is there any way to make the database bigger? The logs speak about the database. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:45 AM To: Joanne McClintock Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Hello, Thank you for the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn't really tell me where. I am not good with Linux so I don't understand where mod_fcgi is? Can you point me in the direction of where I need to make the change? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: Joanne McClintock [mailto:joanne.mcclintock at uwaterloo.ca] Sent: Wednesday, August 05, 2015 10:30 AM To: Daniel Moore Subject: RE: Increase size of attachment when using web interaface to attach items Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB-it's much, much smaller by default in versions since 2.3.6. There's a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer: https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a ".exe" file that is 34 MB It doesn't return an error on RT just doesn't attach anything. I haven't checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS#### I have already adjusted the settings for the mail and it doesn't work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From norbking at live.com Wed Aug 5 14:10:04 2015 From: norbking at live.com (norman) Date: Wed, 5 Aug 2015 14:10:04 -0400 Subject: [rt-users] problems with access permissions on a q In-Reply-To: References: Message-ID: Hi all. This is resolved. I felt a little foolish when i found group rights under the global configuration options. On 7/31/2015 4:55 PM, norman wrote: > Hello. > I'm trying to set up a new q and group of 3 users for a project that > we are working on. > The users should get full general and staff rights to this q as well > as create privileges on 2 other qs. > I have this mostly working except that the users have 2 much access to > the 2 qs. > Here is the Permissions setup for the user that i'm working with. > User test belongs to group test. > On the incoming q which is the one i'm having problems with group test > only has create ticket and see q rights under general and nothing else. > There are no rules assigned to this q. > However, user test can do anything in the incoming q they want too, > including rejecting and reassigning tickets. > > What am i missing? > > System setup. > rt 4.0.19 running on debian 7 with mysql as the database and apache 2 > as the web server. > > Thanks for any suggestions. > > > > From aaron at backblaze.com Wed Aug 5 14:36:56 2015 From: aaron at backblaze.com (Aaron McCormack) Date: Wed, 5 Aug 2015 11:36:56 -0700 Subject: [rt-users] Increase size of attachment when using web interaface to attach items In-Reply-To: <54B02CD784365C4DAF3841D1FDC763284863D8EE@EXCHANGE.osborne.local> References: <54B02CD784365C4DAF3841D1FDC763284863D643@EXCHANGE.osborne.local> <54B02CD784365C4DAF3841D1FDC763284863D689@EXCHANGE.osborne.local> <9F5FF84AAC23A547B7E09C120D0E16DDC8089B@connmbx01> <54B02CD784365C4DAF3841D1FDC763284863D758@EXCHANGE.osborne.local> <54B02CD784365C4DAF3841D1FDC763284863D8EE@EXCHANGE.osborne.local> Message-ID: I'd suggest hosting the executable elsewhere and including a link in the ticket, rather than sending a 34MB executable via e-mail. Many mail servers won't like the extension even if it accepts 34MB attachments. > On Aug 5, 2015, at 10:01 AM, Daniel Moore wrote: > > So I have checked my fcgid.conf file in mods-available and it is set properly > > Is there any way to make the database bigger? > > The logs speak about the database. > > > V/R, > > Daniel Moore > IT Systems Technician > Osborne Wood Products, Inc. > > P: 706.282.5764 > F: 888.777.4304 > http://www.osbornewood.com > > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore > Sent: Wednesday, August 05, 2015 10:45 AM > To: Joanne McClintock > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items > > Hello, > > Thank you for the information. > > I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn?t really tell me where. > > I am not good with Linux so I don?t understand where mod_fcgi is? > > Can you point me in the direction of where I need to make the change? > > > V/R, > > Daniel Moore > IT Systems Technician > Osborne Wood Products, Inc. > > P: 706.282.5764 > F: 888.777.4304 > http://www.osbornewood.com > > From: Joanne McClintock [mailto:joanne.mcclintock at uwaterloo.ca] > Sent: Wednesday, August 05, 2015 10:30 AM > To: Daniel Moore > Subject: RE: Increase size of attachment when using web interaface to attach items > > Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB?it?s much, much smaller by default in versions since 2.3.6. There?s a bit more information here: > https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid > > > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore > Sent: Wednesday, August 05, 2015 10:08 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items > > Here is the error in the logs: > > mod_fcgid: error reading data, FastCGI server closed connection, referrer:https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) > > V/R, > > Daniel Moore > IT Systems Technician > Osborne Wood Products, Inc. > > P: 706.282.5764 > F: 888.777.4304 > http://www.osbornewood.com > > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com ] On Behalf Of Daniel Moore > Sent: Wednesday, August 05, 2015 9:57 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Increase size of attachment when using web interaface to attach items > > Hello, > > I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. > > Steps to follow: > > Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply > > Click Browse underneath the big message box. Find your item , select it, and click open. > > Then click Update Ticket. > > The item I am trying to upload is a ?.exe? file that is 34 MB > > It doesn?t return an error on RT just doesn?t attach anything. I haven?t checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. > > PS#### I have already adjusted the settings for the mail and it doesn?t work for the web interface. > > > V/R, > > Daniel Moore > IT Systems Technician > Osborne Wood Products, Inc. > > P: 706.282.5764 > F: 888.777.4304 > http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ripache at gmail.com Wed Aug 5 20:10:03 2015 From: ripache at gmail.com (ripache at gmail.com) Date: Wed, 5 Aug 2015 20:10:03 -0400 Subject: [rt-users] Articles Permission denied Message-ID: Hi to all: I'm fairly new to RT, I have all my queues setup and working fine. I would like to create aome articles (which I've heard i can create to attach to tickets when closed with specific instructions for example). When creating an article, even as root (have tried with user with full privileges as well) and when I click create artcle, i receive immediately an Permissoon Denied. Obviously i am missing something, can someone shed some light on this. Thanks in advanced Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From tthoma24 at mit.edu Thu Aug 6 01:04:56 2015 From: tthoma24 at mit.edu (Teddy Thomas) Date: Wed, 05 Aug 2015 22:04:56 -0700 (PDT) Subject: [rt-users] Increase size of attachment when using web interaface to attach items In-Reply-To: References: Message-ID: <1438837495815.9a37774a@Nodemailer> Aaron- I think you might also need to change a setting in your RT config. This doc might be helpful:?https://www.bestpractical.com/docs/rt/4.0/RT_Config.html As a tangent, at one point, a colleague of mine mentioned looking at Dropbox integration with RT. I could put you in touch with them if you were interested in finding out more. Hope this helps a little. Good luck. -Teddy On Wednesday, Aug 5, 2015 at 2:37 PM, Aaron McCormack , wrote: I'd suggest hosting the executable elsewhere and including a link in the ticket, rather than sending a 34MB executable via e-mail. ?Many mail servers won't like the extension even if it accepts 34MB attachments. On Aug 5, 2015, at 10:01 AM, Daniel Moore wrote: So I have checked my fcgid.conf file in mods-available and it is set properly ? Is there any way to make the database bigger? ? The logs speak about the database. ? ? V/R, ? Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com ? From:?rt-users [mailto:rt-users-bounces at lists.bestpractical.com]?On Behalf Of?Daniel Moore Sent:?Wednesday, August 05, 2015 10:45 AM To:?Joanne McClintock Cc:?rt-users at lists.bestpractical.com Subject:?Re: [rt-users] Increase size of attachment when using web interaface to attach items ? Hello, ? Thank you for? the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn?t really tell me where. ? I am not good with Linux so I? don?t understand where mod_fcgi is? ? Can you point me in the direction of where I need to make the change? ? ? V/R, ? Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com ? From:?Joanne McClintock?[mailto:joanne.mcclintock at uwaterloo.ca]? Sent:?Wednesday, August 05, 2015 10:30 AM To:?Daniel Moore Subject:?RE: Increase size of attachment when using web interaface to attach items ? Have you checked the FcgidMaxRequestLength value for your server?? In older versions of mod_fcgid, the value was set to 1GB?it?s much, much smaller by default in versions since 2.3.6.? There?s a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid ? ? From:?rt-users?[mailto:rt-users-bounces at lists.bestpractical.com]?On Behalf Of?Daniel Moore Sent:?Wednesday, August 05, 2015 10:08 AM To:?rt-users at lists.bestpractical.com Subject:?Re: [rt-users] Increase size of attachment when using web interaface to attach items ? Here is the error in the logs: ? mod_fcgid: error reading data, FastCGI server closed connection, referrer:https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) ? V/R, ? Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com ? From:?rt-users [mailto:rt-users-bounces at lists.bestpractical.com]?On Behalf Of?Daniel Moore Sent:?Wednesday, August 05, 2015 9:57 AM To:?rt-users at lists.bestpractical.com Subject:?[rt-users] Increase size of attachment when using web interaface to attach items ? Hello, ? I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. ? Steps to follow: ? Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply ? Click Browse underneath the big message box. Find your item , select it, and click open. ? Then click Update Ticket. ? The item I am trying to upload is a ?.exe? file that is 34 MB ? It doesn?t return an error on RT just doesn?t attach anything. I haven?t checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. ? PS#### I have already adjusted the settings for the mail and it doesn?t work for the web interface. ? ? V/R, ? Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From piotr.manturzyk at nooxtech.pl Thu Aug 6 05:17:50 2015 From: piotr.manturzyk at nooxtech.pl (=?iso-8859-2?Q?Piotr_Ma=F1turzyk_=28NooxTechnologies=29?=) Date: Thu, 6 Aug 2015 11:17:50 +0200 Subject: [rt-users] Forward ticket with complete history and attachments (refresh) Message-ID: <001e01d0d028$c6d8a360$5489ea20$@nooxtech.pl> Hello again, to be more precise: RT does forward tickets, but only transactions of type 'correspond'. I want RT to forward all transactions - inclusive 'comments'. How to? Thanks in advance for any hint. BR, Piotr -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Moore at osbornewood.com Thu Aug 6 07:43:07 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Thu, 6 Aug 2015 11:43:07 +0000 Subject: [rt-users] Increase size of attachment when using web interaface to attach items In-Reply-To: <1438837495815.9a37774a@Nodemailer> References: <1438837495815.9a37774a@Nodemailer> Message-ID: <54B02CD784365C4DAF3841D1FDC763284863E173@EXCHANGE.osborne.local> Hello, I must have done something right going through all of the examples as I got this to work at the end of the day yesterday. Thank you all for your advice and knowledge as it proved helpful to resolve my issue. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [Description: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Teddy Thomas Sent: Thursday, August 06, 2015 1:05 AM To: Aaron McCormack Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Aaron- I think you might also need to change a setting in your RT config. This doc might be helpful: https://www.bestpractical.com/docs/rt/4.0/RT_Config.html As a tangent, at one point, a colleague of mine mentioned looking at Dropbox integration with RT. I could put you in touch with them if you were interested in finding out more. Hope this helps a little. Good luck. -Teddy On Wednesday, Aug 5, 2015 at 2:37 PM, Aaron McCormack >, wrote: I'd suggest hosting the executable elsewhere and including a link in the ticket, rather than sending a 34MB executable via e-mail. Many mail servers won't like the extension even if it accepts 34MB attachments. On Aug 5, 2015, at 10:01 AM, Daniel Moore > wrote: So I have checked my fcgid.conf file in mods-available and it is set properly Is there any way to make the database bigger? The logs speak about the database. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:45 AM To: Joanne McClintock Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Hello, Thank you for the information. I am just very confused on where to update this. The link you gave helps me understand why I need to make changes but doesn?t really tell me where. I am not good with Linux so I don?t understand where mod_fcgi is? Can you point me in the direction of where I need to make the change? V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: Joanne McClintock [mailto:joanne.mcclintock at uwaterloo.ca] Sent: Wednesday, August 05, 2015 10:30 AM To: Daniel Moore Subject: RE: Increase size of attachment when using web interaface to attach items Have you checked the FcgidMaxRequestLength value for your server? In older versions of mod_fcgid, the value was set to 1GB?it?s much, much smaller by default in versions since 2.3.6. There?s a bit more information here: https://bestpractical.com/docs/rt/latest/web_deployment.html#mod_fcgid From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 10:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Increase size of attachment when using web interaface to attach items Here is the error in the logs: mod_fcgid: error reading data, FastCGI server closed connection, referrer:https://rt.myserver.com/Ticket/Update.html?Action=Respond;id=(TicketNumber) V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Moore Sent: Wednesday, August 05, 2015 9:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Increase size of attachment when using web interaface to attach items Hello, I need to know how to increase the size of attachments when using the web interface to attach items to the ticket. Steps to follow: Click any ticket number > click Actions in the top right corner >(drop down menu) click Reply Click Browse underneath the big message box. Find your item , select it, and click open. Then click Update Ticket. The item I am trying to upload is a ?.exe? file that is 34 MB It doesn?t return an error on RT just doesn?t attach anything. I haven?t checked the Linux logs yet but I know there has to be an RT Config setting that will enable this. PS#### I have already adjusted the settings for the mail and it doesn?t work for the web interface. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From rtusers-20090205 at billmail.scconsult.com Thu Aug 6 11:14:42 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 06 Aug 2015 11:14:42 -0400 Subject: [rt-users] Custom Field Security In-Reply-To: <55C07831.8080403@josephdwagner.info> References: <55C07831.8080403@josephdwagner.info> Message-ID: On 4 Aug 2015, at 4:30, Joseph D. Wagner wrote: > I would like for unprivileged users to be able to enter and view > custom fields on the tickets they enter. > > I setup the custom field for Ticket and added it to a specific Queue. > I figured out how unprivileged users can enter custom fields for > tickets they file -- SeeCustomField and ModifyCustomField. > > However, after the ticket is entered, unprivileged users cannot see > the custom field data they just entered on the > SelfService/Display.html page. Only privileged users can see this. > > How can I set this up so unprivileged users can see the custom field > data they just entered? Have you cleared the Mason cache? It *seems* like you've done the needful, but *where* you set rights can matter. I don't have the problem and I've got the rights set via Global->Group Rights->Everyone. That may seem too loose, but our RT has fairly tight overall control and Unprivileged users can only see the tickets they are Requestors or CCs on. From chrilde at gmail.com Fri Aug 7 07:40:55 2015 From: chrilde at gmail.com (Chrilly Cheng) Date: Fri, 7 Aug 2015 19:40:55 +0800 Subject: [rt-users] Custom Field use External values based on queue In-Reply-To: References: Message-ID: Hi All, Any idea on this requirement? Is there any way doable? Please kindly suggest, thanks. BR, Vodar On Tue, Aug 4, 2015 at 8:26 PM, Chrilly Cheng wrote: > Hi All, > > I'm trying to reach a requirement that we want one global custom field, > which is using external values that populated with some REST API, to has > different drop-down list filtered by Queue name. Is this possible to config > in /lib/RT/CustomFieldValues/xx.pm file? Or is there any other way to > accomplish this requirement? > > Any comments would be appreciated. Thanks a lot. > > > Best Regards, > Chrilly > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jcharaoui at cmaisonneuve.qc.ca Fri Aug 7 15:08:33 2015 From: jcharaoui at cmaisonneuve.qc.ca (=?windows-1252?Q?J=E9r=F4me_Charaoui?=) Date: Fri, 7 Aug 2015 15:08:33 -0400 Subject: [rt-users] RT not sending out email on Forward Message-ID: <55C50231.5090907@cmaisonneuve.qc.ca> Hi, I just upgraded RT from 4.0.19 to 4.2.8 on a Debian jessie system. One issue I haven't had any success in solving is that Forward operations on tickets and transactions do not actually send out any mail, even though they appear to be successful to the user. A "forwarded" transaction is recorded in the ticket history, although no "outgoing mail" transaction is created. I've made sure to test this with an email address completely outside of RT and with tickets containing correspondence (not only comments). What's more, other RT operations such as Correspond do actually send out mail without any issues, so I'm confident I can rule out any issue with the MTA. I've looked at the logs (up to 'debug' level) in the hopes of catching an error, to no avail. The MTA's log doesn't contain any traces of these forwarded messages. I've checked permissions (granted) and templates (contain default values) related to forwarding, and still, everything appears normal. Thanks, -- J?r?me Charaoui Technicien informatique Coll?ge de Maisonneuve From jcharaoui at cmaisonneuve.qc.ca Fri Aug 7 16:08:37 2015 From: jcharaoui at cmaisonneuve.qc.ca (=?windows-1252?Q?J=E9r=F4me_Charaoui?=) Date: Fri, 7 Aug 2015 16:08:37 -0400 Subject: [rt-users] RT not sending out email on Forward In-Reply-To: <55C50231.5090907@cmaisonneuve.qc.ca> References: <55C50231.5090907@cmaisonneuve.qc.ca> Message-ID: <55C51045.70500@cmaisonneuve.qc.ca> I found the problem: the scrips handling forwarded messages were simply missing. Upon trying to recreate them, I also noticed the scrip conditions related to forwarding messages were also missing... ouch! I fixed my problem by first adding the scrip conditions via SQL and then recreating the scrips via the web interface, using https://github.com/bestpractical/rt/blob/rt-4.2.8/etc/initialdata as my reference. cheers! -- J?r?me Charaoui Technicien informatique Coll?ge de Maisonneuve Le 2015-08-07 15:08, J?r?me Charaoui a ?crit : > Hi, > > I just upgraded RT from 4.0.19 to 4.2.8 on a Debian jessie system. > > One issue I haven't had any success in solving is that Forward > operations on tickets and transactions do not actually send out any > mail, even though they appear to be successful to the user. A > "forwarded" transaction is recorded in the ticket history, although no > "outgoing mail" transaction is created. I've made sure to test this with > an email address completely outside of RT and with tickets containing > correspondence (not only comments). > > What's more, other RT operations such as Correspond do actually send out > mail without any issues, so I'm confident I can rule out any issue with > the MTA. > > I've looked at the logs (up to 'debug' level) in the hopes of catching > an error, to no avail. The MTA's log doesn't contain any traces of these > forwarded messages. I've checked permissions (granted) and templates > (contain default values) related to forwarding, and still, everything > appears normal. > > Thanks, > From cloos at netcologne.de Mon Aug 10 08:03:59 2015 From: cloos at netcologne.de (Christian Loos) Date: Mon, 10 Aug 2015 14:03:59 +0200 Subject: [rt-users] Error in Dashboard. In-Reply-To: References: <55B0D74D.5090700@netsandbox.de> Message-ID: <55C8932F.8030203@netcologne.de> Attached a script I use to find the users with the deleted dashboard in their config. Then go to Admin->Users, then goto "Dashboards in menu" on the users page, mark the delete dashboard in the right select box (it will be a line without a name) and then hit Delete. Chris Am 23.07.2015 um 16:24 schrieb Bryon Baker: > Thanks for the response Chris. > > I look at the open ticket but they do not mention a work around. > Do you know of a work around to fix the issue? > > 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: Christian Loos [mailto:cloos at netsandbox.de] > Sent: Thursday, July 23, 2015 7:00 AM > To: Bryon Baker > Cc: RT Users (rt-users at lists.bestpractical.com); todd at bestpractical.com > Subject: Re: Error in Dashboard. > > Am 22.07.2015 um 17:25 schrieb Bryon Baker: >> Another error from same dashboard. >> >> >> >> Failed to load dashboard 757: Failed to load dashboard 757: Couldn't >> find row (/opt/rt4/share/html/Elements/Tabs:471) > > You hit this bug: > https://issues.bestpractical.com/Ticket/Display.html?id=29719 > > Chris > -------------- next part -------------- #!/usr/bin/env perl use 5.10.1; use strict; use warnings; ### after: use lib qw(@RT_LIB_PATH@); use lib qw(/opt/rt4/local/lib /opt/rt4/lib); my %opts; use Getopt::Long; GetOptions( \%opts, "help|h", "id=i", ); use RT; RT->LoadConfig(); RT->Config->Set(LogToSTDERR => 'warning'); RT->Init(); $| = 1; use RT::Interface::CLI; RT::Interface::CLI->ShowHelp if $opts{help} or not $opts{id}; my $Users = RT::Users->new(RT->SystemUser); $Users->FindAllRows; while (my $User = $Users->Next) { my $dashboard_pref = $User->Preferences('DashboardsInMenu'); next unless $dashboard_pref; my $dashboards = $dashboard_pref->{dashboards} || []; next unless grep { $opts{id} == $_ } @$dashboards; printf "User %s has Dashboard %d in DashboardsInMenu Preference!\n", $User->Name, $opts{id}; } =head1 NAME rt-find-dashboardsinmenu - find users with a dashboard in DashboardsInMenu =head1 SYNOPSIS rt-find-dashboardsinmenu [options] =head1 DESCRIPTION Find users with an given dashboard id in their DashboardsInMenu preference. =head1 OPTIONS This script supports a few options. =over =item B<-h>, B<--help> Display this documentation =item B<--id> The dashboard id to search for. =back =head1 AUTHOR Christian Loos =head1 LICENSE AND COPYRIGHT This software is Copyright (C) 2014-2015, NetCologne GmbH. This is free software, licensed under: The GNU General Public License, Version 2, June 1991 =head1 SEE ALSO =over =item L =back =cut 1; From rfancella at claritytel.com Mon Aug 10 11:08:13 2015 From: rfancella at claritytel.com (Ron Fancella) Date: Mon, 10 Aug 2015 10:08:13 -0500 Subject: [rt-users] Custom Fields change behavior after upgrade to 4.2.11 Message-ID: <55C8BE5D.4030006@claritytel.com> Hello all, First post/question. I have been an RT user for a number of years now. I originally started with a v3 and have been running 4.0.4 for quite some time now. Recently did the upgrade to 4.2.11 and with a little adjusting here and there, now have it running quite well. One difference I have run across that I would like to get fixed/adjusted. I have some custom fields setup. Example: Customer Name, Customer Number, Contact Number, etc... These fields are all validated fields to prevent employees from entering bogus values. Previously, I could select a ticket and click on "The Basics" and it would allow me to change the any of the basic fields and update the ticket with no issues. After the upgrade, I must enter the validated custom fields or the ticket will not be updated. I would like to be able to go back to the old behavior. Any help would be great! Thank you in advance, Ron Fancella -------------- next part -------------- An HTML attachment was scrubbed... URL: From jphilipsen at georgefox.edu Mon Aug 10 16:55:55 2015 From: jphilipsen at georgefox.edu (Josiah Philipsen) Date: Mon, 10 Aug 2015 13:55:55 -0700 Subject: [rt-users] Eliminating quoted text in email & web replies In-Reply-To: <55B6D5FD.4060301@subjectedtochange.com> References: <55B6D5FD.4060301@subjectedtochange.com> Message-ID: I have been trying to watch this ticket to see if someone has a solution, but there have not been any replies. Does anyone know how to remove the quoted text in an email sent to RT, so the tickets don't get as flooded. Thanks, Josiah On Mon, Jul 27, 2015 at 6:08 PM, Subjected wrote: > Is there any way to remove or delete quoted text in email replies or > replies from the self-service web interface? > > Whenever a user replies to a ticket notification, usually their email > client quotes the original text. When the reply is received by RT and > notifications sent to ticket owners, it includes the quoted text. This ends > up making a real mess of replies and becomes difficult to see the new > information. > > I can see in the web interface how RT tries to hide the quoted text. This > helps with the web interface and self-service, but email updates are still > are polluted with unnecessary quoted text from previous replies. > > We include this text in the top of our email templates: > > "## For best results, when replying to this email, first DELETE the quoted > message body before entering your reply ##" > > But most users ignore those instructions. > > Is there any way to force RT to delete any quoted text for an update from > a prior RT email notification? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From piotr.manturzyk at nooxtech.pl Tue Aug 11 04:53:28 2015 From: piotr.manturzyk at nooxtech.pl (=?iso-8859-2?Q?Piotr_Ma=F1turzyk_=28NooxTechnologies=29?=) Date: Tue, 11 Aug 2015 10:53:28 +0200 Subject: [rt-users] Forward ticket with complete history and attachments (refresh) Message-ID: <000701d0d413$36927760$a3b76620$@nooxtech.pl> Hello again, I'm close to the solution. The most important thing is to include comments: file ~/rt4/lib/RT/Action/SendForward.pm line 97: VALUE => [qw(Create Correspond Comment)], To make RT also to forward Forward transactions (while forwarding you can add message too), you need VALUE => [qw(Create Correspond Comment Forward Ticket)], The problem is that the name of this transactions contain space and is treated as two separate transactions types (i.e. Forward and Ticket). This trick below does not work: VALUE => [qw(Create Correspond Comment "Forward\ Ticket")], I renamed the transaction type in the database and it works as expected. Where are all the transaction types defined? BTW: the convention is inconsistent, because another transaction types e.g. CommentEmailRecord, EmailRecord, SetWatcher, CustomField do not contain spaces. In my opinion it's deserves a change request. Thank you & best regards PS. Thank you, Jerome Ch. from Canada for you help! -- Piotr Ma?turzyk Noox Technologies Tel. +48 881 448 713 From: Piotr Ma?turzyk (NooxTechnologies) [mailto:piotr.manturzyk at nooxtech.pl] Sent: Thursday, August 6, 2015 11:18 AM To: 'rt-users at lists.bestpractical.com' Subject: RE: Forward ticket with complete history and attachments (refresh) Hello again, to be more precise: RT does forward tickets, but only transactions of type 'correspond'. I want RT to forward all transactions - inclusive 'comments'. How to? Thanks in advance for any hint. BR, Piotr -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Aug 11 06:27:36 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 11 Aug 2015 10:27:36 +0000 Subject: [rt-users] Eliminating quoted text in email & web replies In-Reply-To: References: <55B6D5FD.4060301@subjectedtochange.com> Message-ID: <55C9CE15.4080106@creval.it> Hi Josiah, we have the same problem. I don't think RT can do anything about this problem, as MUAs used several different ways to indicate quoted text. The worst of all is Outlook, and in fact RT very often cannot correctly identify quoted text when coming from it. So I have been thinking (since a long time) that there should be a way to tell MUAs not to quote. I don't know why nobody thought this before. I am thinking about a new mail header that tells the MUA not to quote text when replying to a message. This header could be used by all kinds of automated softwares that use email to communicate bi-directionally, like RT. MUAs could then decide what to do: blindly obey the header or ask the user or use some pre-configured parameter or... any of a number of possibilities. I was thinking about sending an RFC to request implementation of this new header, but finally I decided otherwise for a number of reasons. First, sending an RFC seems a complicated issue. Second, I have very little time to understand how this is done and then to do it. Third, it would be a very slow process before the RFC is approved (*if* it is approved) and implemented by a good number of MUAs. I am sharing these thought because maybe someone will find it a worthwhile idea and decide to go on and present an RFC to the IETF. Who knows? TIA Cris On 10/08/2015 22:55, Josiah Philipsen wrote: I have been trying to watch this ticket to see if someone has a solution, but there have not been any replies. Does anyone know how to remove the quoted text in an email sent to RT, so the tickets don't get as flooded. Thanks, Josiah On Mon, Jul 27, 2015 at 6:08 PM, Subjected > wrote: Is there any way to remove or delete quoted text in email replies or replies from the self-service web interface? Whenever a user replies to a ticket notification, usually their email client quotes the original text. When the reply is received by RT and notifications sent to ticket owners, it includes the quoted text. This ends up making a real mess of replies and becomes difficult to see the new information. I can see in the web interface how RT tries to hide the quoted text. This helps with the web interface and self-service, but email updates are still are polluted with unnecessary quoted text from previous replies. We include this text in the top of our email templates: "## For best results, when replying to this email, first DELETE the quoted message body before entering your reply ##" But most users ignore those instructions. Is there any way to force RT to delete any quoted text for an update from a prior RT email notification? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Aug 11 08:40:12 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Aug 2015 07:40:12 -0500 Subject: [rt-users] Forward ticket with complete history and attachments (refresh) In-Reply-To: <000701d0d413$36927760$a3b76620$@nooxtech.pl> References: <000701d0d413$36927760$a3b76620$@nooxtech.pl> Message-ID: On Tue, Aug 11, 2015 at 3:53 AM, Piotr Ma?turzyk (NooxTechnologies) wrote: > Hello again, > > I'm close to the solution. > > The most important thing is to include comments: > > > > file ~/rt4/lib/RT/Action/SendForward.pm line 97: > > VALUE => [qw(Create Correspond Comment)], > > > > To make RT also to forward Forward transactions (while forwarding you can > add message too), you need > > VALUE => [qw(Create Correspond Comment Forward Ticket)], > > > > The problem is that the name of this transactions contain space and is > treated as two separate transactions types (i.e. Forward and Ticket). > > > > This trick below does not work: > > VALUE => [qw(Create Correspond Comment "Forward\ Ticket")], If your array has spaces in the items, then the perl function qw isn't what you want. Just use a list: VALUE => [ 'Create', 'Correspond', 'Comment', 'Forward Ticket', ], or you could intermix qw into the list, but that is unsightly: VALUE => [ qw(Create Correspond Comment), 'Forward Ticket', ], > I renamed the transaction type in the database and it works as expected. I wouldn't do that. Touching the DB seems to be the wrong approach. -m From joe at josephdwagner.info Tue Aug 11 09:30:13 2015 From: joe at josephdwagner.info (Joseph D. Wagner) Date: Tue, 11 Aug 2015 06:30:13 -0700 Subject: [rt-users] Eliminating quoted text in email & web replies In-Reply-To: <55C9CE15.4080106@creval.it> References: <55B6D5FD.4060301@subjectedtochange.com> <55C9CE15.4080106@creval.it> Message-ID: <003c01d0d439$db2035d0$9160a170$@josephdwagner.info> I don't think the solution is to have Microsoft, Apple, IBM, Gmail, Yahoo, Hotmail, AOL, etc rewrite their MUA's. I think the solution is a new feature to RT. RT is already parsing and filtering quoted text on the website. It should be only a moderate amount of development effort to do the same thing before sending out emails. I would recommend contacting the developers about this as a new feature request. Joseph Wagner From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: Tuesday, August 11, 2015 3:28 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Eliminating quoted text in email & web replies Hi Josiah, we have the same problem. I don't think RT can do anything about this problem, as MUAs used several different ways to indicate quoted text. The worst of all is Outlook, and in fact RT very often cannot correctly identify quoted text when coming from it. So I have been thinking (since a long time) that there should be a way to tell MUAs not to quote. I don't know why nobody thought this before. I am thinking about a new mail header that tells the MUA not to quote text when replying to a message. This header could be used by all kinds of automated softwares that use email to communicate bi-directionally, like RT. MUAs could then decide what to do: blindly obey the header or ask the user or use some pre-configured parameter or... any of a number of possibilities. I was thinking about sending an RFC to request implementation of this new header, but finally I decided otherwise for a number of reasons. First, sending an RFC seems a complicated issue. Second, I have very little time to understand how this is done and then to do it. Third, it would be a very slow process before the RFC is approved (*if* it is approved) and implemented by a good number of MUAs. I am sharing these thought because maybe someone will find it a worthwhile idea and decide to go on and present an RFC to the IETF. Who knows? TIA Cris On 10/08/2015 22:55, Josiah Philipsen wrote: I have been trying to watch this ticket to see if someone has a solution, but there have not been any replies. Does anyone know how to remove the quoted text in an email sent to RT, so the tickets don't get as flooded. Thanks, Josiah On Mon, Jul 27, 2015 at 6:08 PM, Subjected wrote: Is there any way to remove or delete quoted text in email replies or replies from the self-service web interface? Whenever a user replies to a ticket notification, usually their email client quotes the original text. When the reply is received by RT and notifications sent to ticket owners, it includes the quoted text. This ends up making a real mess of replies and becomes difficult to see the new information. I can see in the web interface how RT tries to hide the quoted text. This helps with the web interface and self-service, but email updates are still are polluted with unnecessary quoted text from previous replies. We include this text in the top of our email templates: "## For best results, when replying to this email, first DELETE the quoted message body before entering your reply ##" But most users ignore those instructions. Is there any way to force RT to delete any quoted text for an update from a prior RT email notification? From piotr.manturzyk at nooxtech.pl Tue Aug 11 09:57:54 2015 From: piotr.manturzyk at nooxtech.pl (=?utf-8?Q?Piotr_Ma=C5=84turzyk_=28NooxTechnologie?= =?utf-8?Q?s=29?=) Date: Tue, 11 Aug 2015 15:57:54 +0200 Subject: [rt-users] Forward ticket with complete history and attachments (refresh) In-Reply-To: References: <000701d0d413$36927760$a3b76620$@nooxtech.pl> Message-ID: <006e01d0d43d$bd2a1650$377e42f0$@nooxtech.pl> Matt, thank you very much. VALUE => ['Create','Correspond','Comment','Forward Ticket'], It works and I know, how to add more! And touching the DB was only to check, whether the space in the name was really the only problem. It was, and I reverted to original "out of the box" setting. Many thanx again. Have a nice day, Piotr -- Piotr Ma?turzyk Noox Technologies Tel. +48 881 448 713 -----Original Message----- From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, August 11, 2015 2:40 PM To: Piotr Ma?turzyk (NooxTechnologies) Cc: rt-users Subject: Re: [rt-users] Forward ticket with complete history and attachments (refresh) On Tue, Aug 11, 2015 at 3:53 AM, Piotr Ma?turzyk (NooxTechnologies) wrote: > Hello again, > > I'm close to the solution. > > The most important thing is to include comments: > > > > file ~/rt4/lib/RT/Action/SendForward.pm line 97: > > VALUE => [qw(Create Correspond Comment)], > > > > To make RT also to forward Forward transactions (while forwarding you > can add message too), you need > > VALUE => [qw(Create Correspond Comment Forward Ticket)], > > > > The problem is that the name of this transactions contain space and is > treated as two separate transactions types (i.e. Forward and Ticket). > > > > This trick below does not work: > > VALUE => [qw(Create Correspond Comment "Forward\ Ticket")], If your array has spaces in the items, then the perl function qw isn't what you want. Just use a list: VALUE => [ 'Create', 'Correspond', 'Comment', 'Forward Ticket', ], or you could intermix qw into the list, but that is unsightly: VALUE => [ qw(Create Correspond Comment), 'Forward Ticket', ], > I renamed the transaction type in the database and it works as expected. I wouldn't do that. Touching the DB seems to be the wrong approach. -m From jphilipsen at georgefox.edu Tue Aug 11 10:42:39 2015 From: jphilipsen at georgefox.edu (Josiah Philipsen) Date: Tue, 11 Aug 2015 07:42:39 -0700 Subject: [rt-users] Eliminating quoted text in email & web replies In-Reply-To: <003c01d0d439$db2035d0$9160a170$@josephdwagner.info> References: <55B6D5FD.4060301@subjectedtochange.com> <55C9CE15.4080106@creval.it> <003c01d0d439$db2035d0$9160a170$@josephdwagner.info> Message-ID: Thanks for the information and I will see what I can do about getting a request for a new feature off. Thanks, Josiah On Tue, Aug 11, 2015 at 6:30 AM, Joseph D. Wagner wrote: > I don't think the solution is to have Microsoft, Apple, IBM, Gmail, Yahoo, > Hotmail, AOL, etc rewrite their MUA's. I think the solution is a new > feature to RT. > > RT is already parsing and filtering quoted text on the website. It should > be only a moderate amount of development effort to do the same thing before > sending out emails. > > I would recommend contacting the developers about this as a new feature > request. > > Joseph Wagner > > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Guadagnino Cristiano > Sent: Tuesday, August 11, 2015 3:28 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Eliminating quoted text in email & web replies > > Hi Josiah, > we have the same problem. > > I don't think RT can do anything about this problem, as MUAs used several > different ways to indicate quoted text. > The worst of all is Outlook, and in fact RT very often cannot correctly > identify quoted text when coming from it. > > So I have been thinking (since a long time) that there should be a way to > tell MUAs not to quote. I don't know why nobody thought this before. > I am thinking about a new mail header that tells the MUA not to quote text > when replying to a message. > This header could be used by all kinds of automated softwares that use > email to communicate bi-directionally, like RT. > > MUAs could then decide what to do: blindly obey the header or ask the user > or use some pre-configured parameter or... any of a number of possibilities. > > I was thinking about sending an RFC to request implementation of this new > header, but finally I decided otherwise for a number of reasons. > > First, sending an RFC seems a complicated issue. Second, I have very > little time to understand how this is done and then to do it. Third, it > would be a very slow process before the RFC is approved (*if* it is > approved) and implemented by a good number of MUAs. > > I am sharing these thought because maybe someone will find it a worthwhile > idea and decide to go on and present an RFC to the IETF. Who knows? > > TIA > Cris > > > On 10/08/2015 22:55, Josiah Philipsen wrote: > I have been trying to watch this ticket to see if someone has a solution, > but there have not been any replies. Does anyone know how to remove the > quoted text in an email sent to RT, so the tickets don't get as flooded. > > Thanks, > Josiah > > On Mon, Jul 27, 2015 at 6:08 PM, Subjected < > subjected at subjectedtochange.com> wrote: > Is there any way to remove or delete quoted text in email replies or > replies from the self-service web interface? > > Whenever a user replies to a ticket notification, usually their email > client quotes the original text. When the reply is received by RT and > notifications sent to ticket owners, it includes the quoted text. This ends > up making a real mess of replies and becomes difficult to see the new > information. > > I can see in the web interface how RT tries to hide the quoted text. This > helps with the web interface and self-service, but email updates are still > are polluted with unnecessary quoted text from previous replies. > > We include this text in the top of our email templates: > > "## For best results, when replying to this email, first DELETE the quoted > message body before entering your reply ##" > > But most users ignore those instructions. > > Is there any way to force RT to delete any quoted text for an update from > a prior RT email notification? > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgnapier at sfu.ca Tue Aug 11 17:49:49 2015 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 11 Aug 2015 14:49:49 -0700 (PDT) Subject: [rt-users] Custom Logo dimensions for RT Theme In-Reply-To: References: Message-ID: <1395504120.7339121.1439329789971.JavaMail.zimbra@sfu.ca> Hi, Just a cosmetic question about changing the Theme on RT 4. I have a logo that is legible at 373X57 pixels. When I upload the custom logo is shown compressed into a 173X27 size. It is quite tiny and not legible and I wonder if there is a quick and easy way to fix this? I assume this restriction is to avoid throw off all the graphical elements on the page? Would appreciate it if there a way to tweak this. Duncan. From Dominic.Lepiane at ptgrey.com Wed Aug 12 11:35:45 2015 From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane) Date: Wed, 12 Aug 2015 15:35:45 +0000 Subject: [rt-users] RT 4.2 - Use of "localtime" without parentheses is ambiguous Message-ID: I was getting the same warning as the following rt-devel post which I found online - though I'm not subscribed to so I'm posting my fix here instead. http://lists.bestpractical.com/pipermail/rt-devel/2015-July/012362.html [warning]: Warning: Use of "localtime" without parentheses is ambiguous at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 526. Correction is to edit Email.pm and where it has "localtime", use "localtime()" instead. Cursory search online for perl localtime shows examples with correct syntax. Note: Am working in RT 4.2.11 Thanks, Dominic -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Wed Aug 12 15:38:55 2015 From: shawn at bestpractical.com (Shawn Moore) Date: Wed, 12 Aug 2015 15:38:55 -0400 Subject: [rt-users] [rt-announce] Security vulnerabilities in RT Message-ID: <0B7E51C9-FCA2-4CF2-AA39-A30E9EA36144@bestpractical.com> We have discovered security vulnerabilities which affect both RT 4.0.x and RT 4.2.x. We are releasing RT versions 4.0.24 and 4.2.12 to resolve these vulnerabilities, as well as patches which apply atop all released versions of 4.0 and 4.2. The vulnerabilities addressed by 4.0.24, 4.2.12, and the below patches include the following: RT 4.0.0 and above are vulnerable to a cross-site scripting (XSS) attack via the user and group rights management pages. This vulnerability is assigned CVE-2015-5475. It was discovered and reported by Marcin Kope? at Data Reliance Shared Service Center. RT 4.2.0 and above are vulnerable to a cross-site scripting (XSS) attack via the cryptography interface. This vulnerability could allow an attacker with a carefully-crafted key to inject JavaScript into RT's user interface. Installations which use neither GnuPG nor S/MIME are unaffected. Patches for all releases of 4.0.x and 4.2.x are available for download below. Versions of RT older than 4.0.0 are unsupported and do not receive security patches; please contact sales at bestpractical.com if you need assistance with an older RT version. https://download.bestpractical.com/pub/rt/release/security-2015-08-12.tar.gz https://download.bestpractical.com/pub/rt/release/security-2015-08-12.tar.gz.asc 0ffdfae09837c09957f69e9de69660735d3099ee security-2015-08-12.tar.gz 92c8d4d299c7bc205eb8382274306dc3aaa14970 security-2015-08-12.tar.gz.asc 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: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From shawn at bestpractical.com Wed Aug 12 15:42:14 2015 From: shawn at bestpractical.com (Shawn Moore) Date: Wed, 12 Aug 2015 15:42:14 -0400 Subject: [rt-users] [rt-announce] RT 4.2.12 released Message-ID: RT 4.2.12 -- 2015-08-12 ----------------------- RT 4.2.12 contains important security fixes. https://download.bestpractical.com/pub/rt/release/rt-4.2.12.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.2.12.tar.gz.asc SHA1 sums ddbf70752c2b96354caf7687534addf075859d4d rt-4.2.12.tar.gz 8e76c69a56a60afbe0a75673874a1f4510355350 rt-4.2.12.tar.gz.asc This release is a security release which addresses the following vulnerabilities: RT 4.0.0 and above are vulnerable to a cross-site scripting (XSS) attack via the user and group rights management pages. This vulnerability is assigned CVE-2015-5475. It was discovered and reported by Marcin Kope? at Data Reliance Shared Service Center. RT 4.2.0 and above are vulnerable to a cross-site scripting (XSS) attack via the cryptography interface. This vulnerability could allow an attacker with a carefully-crafted key to inject JavaScript into RT's user interface. Installations which use neither GnuPG nor S/MIME are unaffected. A complete changelog is available from git by running: git log rt-4.2.11..rt-4.2.12 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.11...rt-4.2.12 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From shawn at bestpractical.com Wed Aug 12 15:42:16 2015 From: shawn at bestpractical.com (Shawn Moore) Date: Wed, 12 Aug 2015 15:42:16 -0400 Subject: [rt-users] [rt-announce] RT 4.0.24 released Message-ID: <4CC98E10-8EA2-4AD1-991F-32E5DE813298@bestpractical.com> RT 4.0.24 -- 2015-08-12 ----------------------- RT 4.0.24 contains an important security fix. https://download.bestpractical.com/pub/rt/release/rt-4.0.24.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.0.24.tar.gz.sig SHA1 sums 0588b678cc1f13ae1504e9fffede1b8485d172f7 rt-4.0.24.tar.gz 8f8b69532112aa01d6fe540478de6a7046ad6fb0 rt-4.0.24.tar.gz.sig This release is a security release which addresses the following vulnerability: RT 4.0.0 and above are vulnerable to a cross-site scripting (XSS) attack via the user and group rights management pages. This vulnerability is assigned CVE-2015-5475. It was discovered and reported by Marcin Kope? at Data Reliance Shared Service Center. A complete changelog is available from git by running: git log rt-4.0.23..rt-4.0.24 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.23...rt-4.0.24 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From boli at itss.co.tz Fri Aug 14 05:23:38 2015 From: boli at itss.co.tz (Jon 'Boli' Copeland) Date: Fri, 14 Aug 2015 12:23:38 +0300 Subject: [rt-users] Some RT search links not working on Firefox 43, but working fine on IE 11 and Chrome Message-ID: <55CDB39A.3000306@itss.co.tz> FF43 seems to (sometimes) strip all the = symbols out of a search URL. Anyone have any idea why? The same URL when copied and pasted to IE or Chrome works just fine. Many of my searches work just fine when they're in a dashboard, but if I try to open (some of them) to do a bulk update - then I get an error like this (as you can see - at least all = symbols have been stripped): Other searches work fine in FF. All searches work fine in IE and Chrome -- Jon 'Boli' Copeland Systems Engineer IT Sales & Services Ltd -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: cgcbjiga.jpg Type: image/jpeg Size: 73483 bytes Desc: not available URL: From sam.maher at lawsonlewisblakers.co.uk Mon Aug 17 10:10:47 2015 From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher) Date: Mon, 17 Aug 2015 14:10:47 +0000 Subject: [rt-users] Quick Search Message-ID: Hi, We have quick search on our users dashboards so they can click on the queue and view the tickets that are in the queue they clicked on. The only problem is that it shows the oldest tickets first not the newest ones. Is there any way that we can change this? Thanks Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kriggle at akamai.com Mon Aug 17 17:50:17 2015 From: kriggle at akamai.com (Riggle, Kevin) Date: Mon, 17 Aug 2015 21:50:17 +0000 Subject: [rt-users] tracker.akam.ai not sending mail Message-ID: Hi folks, Just wanted to give everybody a heads up that RT (tracker.akam.ai) is having trouble with its mail relay and isn?t sending mail currently or since Friday. I?m really sorry about this. I?m pursuing two courses of action in parallel: 1) I?ve filed a Helpdesk ticket for ITOC to take a look at this. 2) I?ve filed a ticket to get the dev VM (the current production instance) copied to a VM in the prod cluster so we can use the regular mail relays and get a much better SLA. It?s the quick-and-dirty way to get us into production, but I think it will work. I?ll let you know when this resolves. - Kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 496 bytes Desc: Message signed with OpenPGP using GPGMail URL: From kriggle at akamai.com Mon Aug 17 18:37:16 2015 From: kriggle at akamai.com (Riggle, Kevin) Date: Mon, 17 Aug 2015 22:37:16 +0000 Subject: [rt-users] tracker.akam.ai not sending mail In-Reply-To: References: Message-ID: Well, that?s embarrassing. This was sent to the wrong list, please disregard. - Kevin On Aug 17, 2015, at 5:50 PM, Riggle, Kevin wrote: > Hi folks, > > Just wanted to give everybody a heads up that RT (tracker.akam.ai) is having trouble with its mail relay and isn?t sending mail currently or since Friday. > > I?m really sorry about this. > > I?m pursuing two courses of action in parallel: > > 1) I?ve filed a Helpdesk ticket for ITOC to take a look at this. > 2) I?ve filed a ticket to get the dev VM (the current production instance) copied to a VM in the prod cluster so we can use the regular mail relays and get a much better SLA. It?s the quick-and-dirty way to get us into production, but I think it will work. > > I?ll let you know when this resolves. > > - Kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 496 bytes Desc: Message signed with OpenPGP using GPGMail URL: From d.weidhofer at krone.at Wed Aug 19 06:39:44 2015 From: d.weidhofer at krone.at (frankfurter) Date: Wed, 19 Aug 2015 03:39:44 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket Message-ID: <1439980784946-60471.post@n7.nabble.com> Hi, i want to use the RepeatTicket extension for tickets that have to be done daily,weekly and monthly. my problem is when i set a ticket to spawn i.e. every week, the ticket spawns every day instead. sometimes also the monthly tickets come up every day. I'm sure that the recurrence date is set correctly. my cronjob looks like this: 0 3 * * * /opt/rt4/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket any ideas ? thanks, David -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From norbking at live.com Wed Aug 19 07:11:55 2015 From: norbking at live.com (norman) Date: Wed, 19 Aug 2015 07:11:55 -0400 Subject: [rt-users] setting up auto reply to only work on certain queues. Message-ID: Hello all. I have a setup where if a ticket is created rt will send a message to the requester automatically. This is set up to do this for all my queues. However, i now have a queue that i need to turn this off on. Looking at global scripts i see the "on transaction create send auto reply" script. I can disable this by setting the stage. However, i can't figure out how to add a script to the queues that need the auto reply functionality. In other words, is it possible to have a script only work on certain queues and if so, what am i missing? I can see the scripts options under each queue but that doesn't allow me to edit anything beyond the global scripts. Thoughts? System config. rt 4.0.19, debian 7, apache webserver, and mysql. From mzagrabe at d.umn.edu Wed Aug 19 09:11:11 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 19 Aug 2015 08:11:11 -0500 Subject: [rt-users] setting up auto reply to only work on certain queues. In-Reply-To: References: Message-ID: Hi, On Wed, Aug 19, 2015 at 6:11 AM, norman wrote: > Hello all. > I have a setup where if a ticket is created rt will send a message to the > requester automatically. This is set up to do this for all my queues. > However, i now have a queue that i need to turn this off on. Looking at > global scripts i see the "on transaction create send auto reply" script. I > can disable this by setting the stage. However, i can't figure out how to > add a script to the queues that need the auto reply functionality. > In other words, is it possible to have a script only work on certain queues > and if so, what am i missing? You can certainly turn off the scrip (Note: no 't' at the end of the word) for a given queue. I believe applying scrips per queue showed up in 4.2. But you can achieve the same functionality with a custom scrip condition: Here is a custom scrip condition that we use: ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && $self->TicketObj->Owner == RT::Nobody->id && ($self->TicketObj->QueueObj->Name || '') !~ /^(?:SIRT)$/ FWIW, RT does not support negative ACLs natively at this point. That is you can't have a global scrip and then say "don't apply to this one queue". That has to be done with a custom scrip condition. -m From mzagrabe at d.umn.edu Wed Aug 19 09:13:03 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 19 Aug 2015 08:13:03 -0500 Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1439980784946-60471.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> Message-ID: On Wed, Aug 19, 2015 at 5:39 AM, frankfurter wrote: > Hi, > > i want to use the RepeatTicket extension for tickets that have to be done > daily,weekly and monthly. > my problem is when i set a ticket to spawn i.e. every week, the ticket > spawns every day instead. sometimes also the monthly tickets come up every > day. > I'm sure that the recurrence date is set correctly. > > my cronjob looks like this: > > 0 3 * * * > /opt/rt4/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket > > any ideas ? I've never ysed RepeatTicket, where are the configs stored? And what do your configs look like? -m From d.weidhofer at krone.at Wed Aug 19 10:59:28 2015 From: d.weidhofer at krone.at (frankfurter) Date: Wed, 19 Aug 2015 07:59:28 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: References: <1439980784946-60471.post@n7.nabble.com> Message-ID: <1439996368859-60475.post@n7.nabble.com> as far as i know is there no config file for RepeatTicket. there is only this part in RT_SiteConfig.pm Plugin('RT::Extension::RepeatTicket'); and optional (i dont use this): Set( $RepeatTicketCoexistentNumber, 1 ); Set( $RepeatTicketLeadTime, 14 ); Set( $RepeatTicketSubjectFormat, '__Subject__' ); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60475.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From zoey at braincoral.io Wed Aug 19 13:37:02 2015 From: zoey at braincoral.io (Zoey Schutt) Date: Wed, 19 Aug 2015 13:37:02 -0400 Subject: [rt-users] Quick Search In-Reply-To: References: Message-ID: <14f4709194b.f10ce6bb71303.463331522436453673@braincoral.io> Greetings, You can change the order in which the tickets show up for the quick search by editing the search, then modifying the "Sorting" section. By default you will see that the search is being sorted by "ID, Asc". I have attached a screenshot of what it will look like. You will want to change this to "ID, Desc" which will show the newest tickets first. -- Zoey Schutt Braincoral Technology ---- On Mon, 17 Aug 2015 10:10:47 -0400 Sam Maher <sam.maher at lawsonlewisblakers.co.uk> wrote ---- Hi, We have quick search on our users dashboards so they can click on the queue and view the tickets that are in the queue they clicked on. The only problem is that it shows the oldest tickets first not the newest ones. Is there any way that we can change this? Thanks Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Sorting.PNG Type: image/png Size: 5009 bytes Desc: not available URL: From Markus.Wildbolz at eu.magna.com Thu Aug 20 02:29:50 2015 From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com) Date: Thu, 20 Aug 2015 08:29:50 +0200 Subject: [rt-users] Including latest transactions in RSS-Feed Message-ID: Is anybody out there who could lead me into the right direction? Maybe der is already a plugin handling this??? BR, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From max.deasy at southwestern.ie Thu Aug 20 04:21:19 2015 From: max.deasy at southwestern.ie (Moose) Date: Thu, 20 Aug 2015 01:21:19 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1439996368859-60475.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> Message-ID: <1440058879710-60478.post@n7.nabble.com> I just set up the RepeatTicket extension last week - for the first time. I've been doing some testing and it seems to all be working. Here is how I installed it (for reference). 1. Install the extension manually (allowing CPAN to update dependencies following the "make" command). - 1.1 Ensure to run "make initdb" after successful installation. 2. Add the extension to the plugins at the beginning of RT_SiteConfig.pm - (Use "Set(@Plugins, qw(RT::Extension::RepeatTicket));" for RT4.0 and up). - 2.1 If there is more than one extension add it like this - "Set(@Plugins, qw( RT::Extension::LDAPImport RT::Extension::RepeatTicket ));" 3. Configure RepeatTicket defaults in RT_SiteConfig.pm. Add these lines: - "Set($RepeatTicketCoexistentNumber, 1);" - "Set($RepeatTicketLeadTime, 7);" - "Set($RepeatTicketSubjectFormat, '__Due__ __Subject__');" 4. Find the file "rt-repeat-ticket". It is in the folder "/bin" of the RT-RepeatTicket installation. For me that was "usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin". 5. Create a cronjob - as root user - by typing "crontab -e". Mine looks like this: "0 08 * * * /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket". (This will run at 8:00am every morning). 6. Clear RT's mason cache and reboot apache. You should now be able to configure the rest of the settings from the "Recurrence" tab on a ticket. I have a ticket set to only repeat on Friday of each week and it just fired as expected this morning - no extra instances for the previous days of the week. Hope this helps... - Max -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60478.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From androponia at gmail.com Thu Aug 20 09:50:29 2015 From: androponia at gmail.com (androponia) Date: Thu, 20 Aug 2015 06:50:29 -0700 (MST) Subject: [rt-users] Ticket dont display html Message-ID: <1440078629410-60480.post@n7.nabble.com> Hello, i am little new in RT, my ticket is not displaying html messages. I have RT 4.2 version. can someone help me? Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Ticket-dont-display-html-tp60480.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Thu Aug 20 10:26:08 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 20 Aug 2015 09:26:08 -0500 Subject: [rt-users] Ticket dont display html In-Reply-To: <1440078629410-60480.post@n7.nabble.com> References: <1440078629410-60480.post@n7.nabble.com> Message-ID: On Thu, Aug 20, 2015 at 8:50 AM, androponia wrote: > Hello, i am little new in RT, my ticket is not displaying html messages. > > I have RT 4.2 version. > > can someone help me? Are you receiving HTML emails? -m From androponia at gmail.com Thu Aug 20 09:57:31 2015 From: androponia at gmail.com (androponia) Date: Thu, 20 Aug 2015 06:57:31 -0700 (MST) Subject: [rt-users] Ticket dont display html In-Reply-To: References: <1440078629410-60480.post@n7.nabble.com> Message-ID: <1440079051000-60482.post@n7.nabble.com> No, when i put a comment , and have html format, it don't show as it is, the images never work. ----- Andrea Caputto -- View this message in context: http://requesttracker.8502.n7.nabble.com/Ticket-dont-display-html-tp60480p60482.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Thu Aug 20 10:31:30 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 20 Aug 2015 09:31:30 -0500 Subject: [rt-users] Ticket dont display html In-Reply-To: <1440079051000-60482.post@n7.nabble.com> References: <1440078629410-60480.post@n7.nabble.com> <1440079051000-60482.post@n7.nabble.com> Message-ID: On Thu, Aug 20, 2015 at 8:57 AM, androponia wrote: > No, when i put a comment , and have html format, it don't show as it is, the > images never work. Are you sure that your scrips are sending HTML mail? That is, you'll need to check the templates. -m From androponia at gmail.com Thu Aug 20 10:04:30 2015 From: androponia at gmail.com (androponia) Date: Thu, 20 Aug 2015 07:04:30 -0700 (MST) Subject: [rt-users] Ticket dont display html In-Reply-To: References: <1440078629410-60480.post@n7.nabble.com> <1440079051000-60482.post@n7.nabble.com> Message-ID: <1440079470715-60484.post@n7.nabble.com> I dont really know, how i check that? ----- Andrea Caputto -- View this message in context: http://requesttracker.8502.n7.nabble.com/Ticket-dont-display-html-tp60480p60484.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Thu Aug 20 10:41:18 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 20 Aug 2015 09:41:18 -0500 Subject: [rt-users] Ticket dont display html In-Reply-To: <1440079470715-60484.post@n7.nabble.com> References: <1440078629410-60480.post@n7.nabble.com> <1440079051000-60482.post@n7.nabble.com> <1440079470715-60484.post@n7.nabble.com> Message-ID: On Thu, Aug 20, 2015 at 9:04 AM, androponia wrote: > I dont really know, how i check that? Admin -> Global -> Scrips Look at a scrip you are expecting to fire and note the template. Then go to: Admin -> Global -> Templates and see if is an HTML template. Its contents will have: Content-Type: text/html in the header portion. Note that if a scrip fires for a given queue and you have a queue templates with the same name as a global template, the queue template will override the global templates for the referenced scrip. -m From jesse at bywatersolutions.com Thu Aug 20 10:45:07 2015 From: jesse at bywatersolutions.com (Jesse Maseto) Date: Thu, 20 Aug 2015 10:45:07 -0400 Subject: [rt-users] Ticket reminders showing to all users Message-ID: Hello, I was wondering if there is a way to make ticket reminders only visible to privileged users. Right now all users can see our reminders. Thanks for your help. Best Regards, -Jesse -------------------- Jesse Maseto Head of Support ByWater Solutions Support & Consulting for OSS Office - Stratford,CT T/F 888.900.8944 http://bywatersolutions.com Jesse at bywatersolutions.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Thu Aug 20 10:21:46 2015 From: androponia at gmail.com (androponia) Date: Thu, 20 Aug 2015 07:21:46 -0700 (MST) Subject: [rt-users] Ticket dont display html In-Reply-To: References: <1440078629410-60480.post@n7.nabble.com> <1440079051000-60482.post@n7.nabble.com> <1440079470715-60484.post@n7.nabble.com> Message-ID: <1440080506078-60487.post@n7.nabble.com> What i got in my menu is this: ----- Andrea Caputto -- View this message in context: http://requesttracker.8502.n7.nabble.com/Ticket-dont-display-html-tp60480p60487.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kirby at umbc.edu Thu Aug 20 10:57:37 2015 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 20 Aug 2015 10:57:37 -0400 Subject: [rt-users] Options for user display Message-ID: <123B25F4-A778-4B16-9C71-655148DA47FD@umbc.edu> UMBC is on version 4.2.11 and one of the changes when we upgraded involves what gets displayed for privileged and unprivileged users. Our previous version allowed for Name, Email, and Real Name and this was so beneficial for many reasons. We use our unique campus-id in the Name Is there an option in 4.2.11 that would allow me to have this option again? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Aug 20 10:57:42 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 20 Aug 2015 09:57:42 -0500 Subject: [rt-users] Ticket dont display html In-Reply-To: <1440080506078-60487.post@n7.nabble.com> References: <1440078629410-60480.post@n7.nabble.com> <1440079051000-60482.post@n7.nabble.com> <1440079470715-60484.post@n7.nabble.com> <1440080506078-60487.post@n7.nabble.com> Message-ID: On Thu, Aug 20, 2015 at 9:21 AM, androponia wrote: > What i got in my menu is this: > > That is not helpful. Your scrips will be located some place like: https://yoursite.domain/Admin/Global/Scrips.html -m From mzagrabe at d.umn.edu Thu Aug 20 11:19:50 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 20 Aug 2015 10:19:50 -0500 Subject: [rt-users] Options for user display In-Reply-To: <123B25F4-A778-4B16-9C71-655148DA47FD@umbc.edu> References: <123B25F4-A778-4B16-9C71-655148DA47FD@umbc.edu> Message-ID: On Thu, Aug 20, 2015 at 9:57 AM, Joe Kirby wrote: > UMBC is on version 4.2.11 and one of the changes when we upgraded involves > what gets displayed for privileged and unprivileged users. Are you talking about when the names are displayed in places like the History or the People portlet? If so, yes that is still possible. I've attached the site specific module that we use for customizing the display. I haven't audited the code in a while, so chances are the code is suboptimal, FYI. And then these configs in your site config: Plugin('RT::Site::UMN::Duluth::UsernameFormat'); Set($UsernameFormat, 'umd00'); Of course changing site specific things to your site. -m -------------- next part -------------- A non-text attachment was scrubbed... Name: UsernameFormat.pm Type: application/x-perl Size: 3235 bytes Desc: not available URL: From kirby at umbc.edu Thu Aug 20 11:22:36 2015 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 20 Aug 2015 11:22:36 -0400 Subject: [rt-users] Options for user display In-Reply-To: References: <123B25F4-A778-4B16-9C71-655148DA47FD@umbc.edu> Message-ID: Thank you. I am talking about both and will look at this thank you again for the quick response Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Aug 20, 2015, at 11:19 AM, Matt Zagrabelny wrote: > > On Thu, Aug 20, 2015 at 9:57 AM, Joe Kirby wrote: >> UMBC is on version 4.2.11 and one of the changes when we upgraded involves >> what gets displayed for privileged and unprivileged users. > > Are you talking about when the names are displayed in places like the > History or the People portlet? > > If so, yes that is still possible. I've attached the site specific > module that we use for customizing the display. I haven't audited the > code in a while, so chances are the code is suboptimal, FYI. > > And then these configs in your site config: > > Plugin('RT::Site::UMN::Duluth::UsernameFormat'); > Set($UsernameFormat, 'umd00'); > > Of course changing site specific things to your site. > > -m > -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.weidhofer at krone.at Fri Aug 21 02:54:26 2015 From: d.weidhofer at krone.at (frankfurter) Date: Thu, 20 Aug 2015 23:54:26 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440058879710-60478.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> Message-ID: <1440140066609-60493.post@n7.nabble.com> i changed my RT_SiteConfig to your recommendations yesterday. but today there are still wrong tickets appearing anyway, thanks for your help i.e. this ticket spawned today, it should only appear on mondays: -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60493.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Cditri at experi-metal.com Fri Aug 21 14:33:10 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Fri, 21 Aug 2015 18:33:10 +0000 Subject: [rt-users] No outbound email after upgrade Message-ID: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> Hello, I just upgraded from debian wheezy, which uses RT 4.0.7 to Jessie, which uses RT 4.2.8. Like a good debian user, I'm trying to stick with exim4, and it has always worked for my purposes in 4.0.7. However Ever since the update, RT will no longer send emails. So, I thought that my debian update must have squashed my exim configs... but it didn't. From a bash shell, I can send email as anyone I want -- including the RT user. But RT itself no longer sends messages. There is nothing in any of my log files, and I pushed everything in RT to 'debug'. I check the exim logs, and the messages look like they are not even being submitted to the mail service (there is no record of them). I didn't change my RT_SiteConfig.pm file at all... though I have spent several hours, after discovering this problem, playing with options to try to jog it back into sending email. Nothing works. Of course. Can someone point me in the right direction here? Thank you! Here is my current config: Set($LDAPHost, 'domaincontroller.mycompany.com'); Set($ExternalAuthPriority, [ 'My_LDAP', ] ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalAuthPriority,['My_LDAP','My_Oracle','SecondaryLDAP','Other-DB']); 'type' => 'ldap', 'server' => 'domaincontroller.mycompany.com', 'user' => 'rtuser at mycompany.com', 'pass' => 'password', 'base' => 'ou=COMPANY USERS,dc=mycompany,dc=com', 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 'd_filter' => '', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], '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' } }, } ); 1; my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); Set($rtname, 'rt.mycompany.com'); Set($Organization, 'RT.mycompany.com'); Set($CorrespondAddress , 'rt at rt.mycompany.com'); Set($CommentAddress , 'rt at rt.mycompany.com'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://rt.mycompany.com"); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'debug'); Set($LogDir, '/var/log/request-tracker4'); Set($SendmailPath, "/usr/lib/sendmail"); Set($SendmailArguments, "-t"); my %typemap = ( mysql => 'mysql', pgsql => 'Pg', sqlite3 => 'SQLite', ); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'mrhappy'); Set($DatabasePassword , 'myhappypassword'); my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); } Set($LogToFile , undef); Set($LogDir, '/var/log/request-tracker4'); Set($LogToSyslog, 'debug'); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Aug 21 14:54:40 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 21 Aug 2015 13:54:40 -0500 Subject: [rt-users] No outbound email after upgrade In-Reply-To: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> Message-ID: On Fri, Aug 21, 2015 at 1:33 PM, Ditri, Chris wrote: > Hello, > > I just upgraded from debian wheezy, which uses RT 4.0.7 to Jessie, which > uses RT 4.2.8. Like a good debian user, I'm trying to stick with exim4, and > it has always worked for my purposes in 4.0.7. > > However > > Ever since the update, RT will no longer send emails. [...] > Can someone point me in the right direction here? Can your RT instance receive emails? -m From Cditri at experi-metal.com Fri Aug 21 15:09:13 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Fri, 21 Aug 2015 19:09:13 +0000 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com>, Message-ID: <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> Hi Matt, It never could. I never got that working, and had to get going on other projects. Things were complicated because we use exchange with a smart-host off-site to scrub our emails for spam and viruses. It is setup to take all the email for our domain. I figured I'd tackle that again at a later date... probably using fetchmail or something... Once I get it back to where it was, I'll be looking into the receiving end of email. But, it was always able to send emails with no problem through exim, and I can send emails from the bash command prompt with no problem as well. Thanks. -Chris ________________________________________ From: Matt Zagrabelny Sent: Friday, August 21, 2015 2:54 PM To: Ditri, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade On Fri, Aug 21, 2015 at 1:33 PM, Ditri, Chris wrote: > Hello, > > I just upgraded from debian wheezy, which uses RT 4.0.7 to Jessie, which > uses RT 4.2.8. Like a good debian user, I'm trying to stick with exim4, and > it has always worked for my purposes in 4.0.7. > > However > > Ever since the update, RT will no longer send emails. [...] > Can someone point me in the right direction here? Can your RT instance receive emails? -m From mzagrabe at d.umn.edu Fri Aug 21 16:05:56 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 21 Aug 2015 15:05:56 -0500 Subject: [rt-users] No outbound email after upgrade In-Reply-To: <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> Message-ID: On Fri, Aug 21, 2015 at 2:09 PM, Ditri, Chris wrote: > But, it was always able to send emails with no problem through exim, and I can send emails from the bash command prompt with no problem as well. >From RT_Config.pm: $MailCommand $MailCommand defines which method RT will use to try to send mail. We know that 'sendmailpipe' works fairly well. If 'sendmailpipe' doesn't work well for you, try 'sendmail'. 'qmail' is also a supported value. For testing purposes, or to simply disable sending mail out into the world, you can set $MailCommand to 'mbox' which logs all mail, in mbox format, to files in /opt/rt4/var/ based in the process start time. The 'testfile' option is similar, but the files that it creates (under /tmp) are temporary, and removed upon process completion; the format is also not mbox-compatable. Perhaps try setting MailCommand to mbox or testfile. -m From yossit at hdq.colman.ac.il Sun Aug 23 05:23:35 2015 From: yossit at hdq.colman.ac.il (Tissona Yossi) Date: Sun, 23 Aug 2015 09:23:35 +0000 Subject: [rt-users] usernames which contain only numbers Message-ID: Hi, Would someone found a solution for change the username field to be numeric? Thanks, Yossi l -------------- next part -------------- An HTML attachment was scrubbed... URL: From sam.maher at lawsonlewisblakers.co.uk Mon Aug 24 05:02:59 2015 From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher) Date: Mon, 24 Aug 2015 09:02:59 +0000 Subject: [rt-users] Quick Search In-Reply-To: <14f4709194b.f10ce6bb71303.463331522436453673@braincoral.io> References: <14f4709194b.f10ce6bb71303.463331522436453673@braincoral.io> Message-ID: [cid:image001.jpg at 01D0DE54.0E4E0E40] Thanks for the reply, I am using the searches that RT generates (see screen shot) when you are watching a queue. Is there any way to edit these? Thanks Sam From: Zoey Schutt [mailto:zoey at braincoral.io] Sent: 19 August 2015 18:37 To: Sam Maher Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Quick Search Greetings, You can change the order in which the tickets show up for the quick search by editing the search, then modifying the "Sorting" section. By default you will see that the search is being sorted by "ID, Asc". I have attached a screenshot of what it will look like. You will want to change this to "ID, Desc" which will show the newest tickets first. -- Zoey Schutt Braincoral Technology ---- On Mon, 17 Aug 2015 10:10:47 -0400 Sam Maher > wrote ---- Hi, We have quick search on our users dashboards so they can click on the queue and view the tickets that are in the queue they clicked on. The only problem is that it shows the oldest tickets first not the newest ones. Is there any way that we can change this? Thanks Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 8397 bytes Desc: image001.jpg URL: From joe at josephdwagner.info Mon Aug 24 05:51:01 2015 From: joe at josephdwagner.info (Joseph D. Wagner) Date: Mon, 24 Aug 2015 02:51:01 -0700 Subject: [rt-users] Lockdown CC and AdminCC Message-ID: <55DAE905.4070108@josephdwagner.info> I need to limit what users can enter into CC and AdminCC. I cannot have them entering email addresses for those without logins. How can I limit or secure this? Joseph D. Wagner From d.weidhofer at krone.at Mon Aug 24 05:53:04 2015 From: d.weidhofer at krone.at (frankfurter) Date: Mon, 24 Aug 2015 02:53:04 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440140066609-60493.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> <1440140066609-60493.post@n7.nabble.com> Message-ID: <1440409984532-60502.post@n7.nabble.com> are there any other informations which i could share with you that might help for solving the issue ? Regards, Dave -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60502.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lucio at sulweb.org Mon Aug 24 07:01:55 2015 From: lucio at sulweb.org (lucio at sulweb.org) Date: Mon, 24 Aug 2015 13:01:55 +0200 Subject: [rt-users] multiple customers in one RT instance? Message-ID: <0eef97ed5506334ce4804827a2a8c053@sulweb.org> Hello, I'm new to RT and I provide my customers managed hosting for their websites, email and other web applications. I'd like to offer my customers a product like one RT queue each, preconfigured to work with the required email addresses at the customer internet domain. Each RT queue doesn't need any customization. I need each customer to see only his queue. I've read http://requesttracker.wikia.com/wiki/MultipleInstances but I'd prefer to avoid multiple RT instances, even if they shared a common base. I think I don't really need multiple instances and I suspect I can go with just groups and permissions, one group for each customer, however I'm not totally sure that's a viable solution. Is it possible to isolate each customer on his queue using a single RT instance? From max.deasy at southwestern.ie Mon Aug 24 06:40:09 2015 From: max.deasy at southwestern.ie (Moose) Date: Mon, 24 Aug 2015 03:40:09 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440409984532-60502.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> <1440140066609-60493.post@n7.nabble.com> <1440409984532-60502.post@n7.nabble.com> Message-ID: <1440412809201-60504.post@n7.nabble.com> Excuse the delay in my response - I was not at work on Friday. After reading your comments I re-examined my settings for RepeatTicket and it turns out I was incorrect about my cronjob - Repeated tickets were not being created how I expected. I have now made four separate cronjobs as a temporary work-around until I find out why the Ticket Recurrence settings are not working as expected. Here they are: 1. "30 08 * * * /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket --type daily" - Fires at 8:30am daily. 2. "30 08 * * 1 /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket --type weekly" - Fires at 8:30am on Monday of every week. 3. "30 08 1 * * /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket --type monthly" - Fires at 8:30am on the first day of every month. 4. "30 08 1 1 * /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket --type yearly" - Fires at 8:30am on the first month of every year. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60504.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Mon Aug 24 10:44:52 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 24 Aug 2015 09:44:52 -0500 Subject: [rt-users] multiple customers in one RT instance? In-Reply-To: <0eef97ed5506334ce4804827a2a8c053@sulweb.org> References: <0eef97ed5506334ce4804827a2a8c053@sulweb.org> Message-ID: On Mon, Aug 24, 2015 at 6:01 AM, wrote: > Hello, > > I'm new to RT and I provide my customers managed hosting for their websites, > email and other web applications. > I'd like to offer my customers a product like one RT queue each, > preconfigured to work with the required email addresses at the customer > internet domain. Each RT queue doesn't need any customization. I need each > customer to see only his queue. > > I've read http://requesttracker.wikia.com/wiki/MultipleInstances but I'd > prefer to avoid multiple RT instances, even if they shared a common base. I > think I don't really need multiple instances and I suspect I can go with > just groups and permissions, one group for each customer, however I'm not > totally sure that's a viable solution. > > Is it possible to isolate each customer on his queue using a single RT > instance? Try: User is privileged User has SeeQueue right granted for their queue Give other rights as needed. -m From mzagrabe at d.umn.edu Mon Aug 24 10:46:23 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 24 Aug 2015 09:46:23 -0500 Subject: [rt-users] Lockdown CC and AdminCC In-Reply-To: <55DAE905.4070108@josephdwagner.info> References: <55DAE905.4070108@josephdwagner.info> Message-ID: On Mon, Aug 24, 2015 at 4:51 AM, Joseph D. Wagner wrote: > I need to limit what users can enter into CC and AdminCC. I cannot have > them entering email addresses for those without logins. What do you mean by "without logins"? The email address needs to correspond to a user that already exists on the system? -m From mzagrabe at d.umn.edu Mon Aug 24 11:04:19 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 24 Aug 2015 10:04:19 -0500 Subject: [rt-users] usernames which contain only numbers In-Reply-To: References: Message-ID: On Sun, Aug 23, 2015 at 4:23 AM, Tissona Yossi wrote: > Hi, > > Would someone found a solution for change the username field to be numeric? I don't think this will work very well, but if I were to take a stab I might look at hacking the source and removing the sequence from the database for the user id field. Then change the admin interface to create users and put in a field for setting the id. You can then use the same "string" for the id and the name (username) field. There are a truckload of issues with this, namely when new users need to be auto created (like email coming into the system) that will blow up. Good luck! -m From joe at josephdwagner.info Mon Aug 24 15:02:21 2015 From: joe at josephdwagner.info (Joseph D. Wagner) Date: Mon, 24 Aug 2015 12:02:21 -0700 Subject: [rt-users] Lockdown CC and AdminCC In-Reply-To: References: <55DAE905.4070108@josephdwagner.info> Message-ID: <002901d0de9f$6ac2ebf0$4048c3d0$@josephdwagner.info> > What do you mean by "without logins"? The email address needs > to correspond to a user that already exists on the system? Yes. Here's what happened. A privileged user entered an external email address into the CC field, which did not have an account. RT autocreated an account for that person, and it accepted that external email address on the CC field. I need to prevent that. How can I limit CC and AdminCC to email addresses that already have accounts? Either rejecting the ticket or silently failing to add the CC/AdminCC email address would be acceptable. Joseph D. Wagner From mzagrabe at d.umn.edu Mon Aug 24 15:40:00 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 24 Aug 2015 14:40:00 -0500 Subject: [rt-users] Lockdown CC and AdminCC In-Reply-To: <002901d0de9f$6ac2ebf0$4048c3d0$@josephdwagner.info> References: <55DAE905.4070108@josephdwagner.info> <002901d0de9f$6ac2ebf0$4048c3d0$@josephdwagner.info> Message-ID: On Mon, Aug 24, 2015 at 2:02 PM, Joseph D. Wagner wrote: >> What do you mean by "without logins"? The email address needs >> to correspond to a user that already exists on the system? > > Yes. Here's what happened. A privileged user entered an external email address into the CC field, which did not have an account. RT autocreated an account for that person, and it accepted that external email address on the CC field. I need to prevent that. > > How can I limit CC and AdminCC to email addresses that already have accounts? Either rejecting the ticket or silently failing to add the CC/AdminCC email address would be acceptable. Use a callback. Do you know what those are? -m From rtusers-20090205 at billmail.scconsult.com Mon Aug 24 16:55:42 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Mon, 24 Aug 2015 16:55:42 -0400 Subject: [rt-users] Lockdown CC and AdminCC In-Reply-To: References: <55DAE905.4070108@josephdwagner.info> <002901d0de9f$6ac2ebf0$4048c3d0$@josephdwagner.info> Message-ID: On 24 Aug 2015, at 15:40, Matt Zagrabelny wrote: > On Mon, Aug 24, 2015 at 2:02 PM, Joseph D. Wagner > wrote: >>> What do you mean by "without logins"? The email address needs >>> to correspond to a user that already exists on the system? >> >> Yes. Here's what happened. A privileged user entered an external >> email address into the CC field, which did not have an account. RT >> autocreated an account for that person, and it accepted that external >> email address on the CC field. I need to prevent that. >> >> How can I limit CC and AdminCC to email addresses that already have >> accounts? Either rejecting the ticket or silently failing to add the >> CC/AdminCC email address would be acceptable. > > Use a callback. > > Do you know what those are? Specifically: You can use the BeforeCreate callback to prevent accidental creation of . It is available in Ticket/Create.html, SelfService/Create.html, and m/ticket/create. It is NOT available for the "QuickCreate" widget, so users of that widget could add bogus Requestors at will. Anyone who can add ad hoc recipients to ticket updates share the ability to add users to RT, so you may want to find a callback in the Update pages as well. If controlling user creation by gatekeeping many different paths of ticket modification seems like a shoddy approach to you, you are not wrong. In RT's defense, its eagerness to add new users whenever it sees a new email address is rooted in the days before spam from random addresses to random addresses and via random compromised web applications was a widespread problem. If you use ExternalAuth, setting AutoCreateNonExternalUsers to 0 seems to be an option that would block creation of users not in one of your configured external auth sources, but it may have undesirable side-effects. If you want random strangers to be able to send your RT mail that opens new tickets, you are stuck with gatekeeping other paths to user auto-creation. From mzagrabe at d.umn.edu Mon Aug 24 17:00:43 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 24 Aug 2015 16:00:43 -0500 Subject: [rt-users] Lockdown CC and AdminCC In-Reply-To: References: <55DAE905.4070108@josephdwagner.info> <002901d0de9f$6ac2ebf0$4048c3d0$@josephdwagner.info> Message-ID: On Mon, Aug 24, 2015 at 3:55 PM, Bill Cole wrote: > On 24 Aug 2015, at 15:40, Matt Zagrabelny wrote: > >> On Mon, Aug 24, 2015 at 2:02 PM, Joseph D. Wagner >> wrote: >>>> >>>> What do you mean by "without logins"? The email address needs >>>> to correspond to a user that already exists on the system? >>> >>> >>> Yes. Here's what happened. A privileged user entered an external email >>> address into the CC field, which did not have an account. RT autocreated an >>> account for that person, and it accepted that external email address on the >>> CC field. I need to prevent that. >>> >>> How can I limit CC and AdminCC to email addresses that already have >>> accounts? Either rejecting the ticket or silently failing to add the >>> CC/AdminCC email address would be acceptable. >> >> >> Use a callback. >> >> Do you know what those are? > > > > Specifically: You can use the BeforeCreate callback to prevent accidental > creation of . It is available in Ticket/Create.html, > SelfService/Create.html, and m/ticket/create. It is NOT available for the > "QuickCreate" widget, so users of that widget could add bogus Requestors at > will. For reference, BestPractical is not averse to accepting patches which have new callback hooks. It would probably be a one-liner to add a callback hook to the QuickCreate widget. -m From felix at earthshadow.org Mon Aug 24 19:04:29 2015 From: felix at earthshadow.org (Felix Bachmann) Date: Mon, 24 Aug 2015 19:04:29 -0400 Subject: [rt-users] System switched to Install screen In-Reply-To: <55519E67.9050201@xs4all.nl> References: <55519E67.9050201@xs4all.nl> Message-ID: <38081DF5-905A-4B86-99E8-833D415DFD5E@earthshadow.org> Hi all, I am hoping to get some hints for you. I was running version 4.2.4 for a long time. Today I had some issues with the mysql database server and after restart RT is always switching to the install screen as if it doesn?t find the database. Needless to say that of course the database is there and accessible. I even installed a backup just in case the database go corrupted. Now, I can go through the installation process and the installation tries to connect, which it can, and after the installation is done I get the login screen. But as soon as I log in I get the error An internal RT error has occurred. Your administrator can find more details in RT's log files. No entry at all in the log file. Any idea what I should look for? Kind regards Felix -------------- next part -------------- An HTML attachment was scrubbed... URL: From Armen.Tashjian at sce.com Mon Aug 24 20:43:34 2015 From: Armen.Tashjian at sce.com (Armen Tashjian) Date: Tue, 25 Aug 2015 00:43:34 +0000 Subject: [rt-users] REST API - How to set the content type to text/html Message-ID: I am currently creating tickets and commenting on tickets using the CLI. I am able to define what the content type is ('text/html'). I do not see a way to define the content type using the REST API. Is there a way to define what the text type will be? I am using the latest version of RT. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Aug 25 02:05:14 2015 From: jvdwege at xs4all.nl (Joop van de Wege) Date: Tue, 25 Aug 2015 08:05:14 +0200 Subject: [rt-users] System switched to Install screen In-Reply-To: <38081DF5-905A-4B86-99E8-833D415DFD5E@earthshadow.org> References: <55519E67.9050201@xs4all.nl> <38081DF5-905A-4B86-99E8-833D415DFD5E@earthshadow.org> Message-ID: Felix Bachmann schreef op 25 augustus 2015 01:04:29 CEST: >Hi all, >I am hoping to get some hints for you. I was running version 4.2.4 for >a long time. Today I had some issues with the mysql database server and >after restart RT is always switching to the install screen as if it >doesn?t find the database. It looks like apache can't access rt_siteconfig.pm. Joop From lan at zato.ru Tue Aug 25 05:05:36 2015 From: lan at zato.ru (alexander lunev) Date: Tue, 25 Aug 2015 12:05:36 +0300 Subject: [rt-users] no To: field leads to "RFC compliant TO required" mail server error Message-ID: <55DC2FE0.9010704@zato.ru> Hello everyone. I have upgraded RT system, with following changes: FreeBSD 6.2 -> 10.1 RT 3.8.8 -> 4.2.11 Postfix 2.4.6 -> Exim 4.85 On the new system i'm having error in mail system "RFC compliant TO required" when RT tries to send mails about my comments on mine ticket. As far as i understand the logic behind, RT compose email with ticket's author email in To: header, and all other queue's followers in Cc: header, then see that it's me, the comment's author, is in To: header, and configured for not sending me email about my own comment, strips my email and effectively entire To: header from email. Then there is a difference between old and new system: on the old system everything was exactly the same as on the new system (according to email headers in rt.log), but emails without To: header somehow were delivered to all Cc: addresses, but on the new system i get this error. Logs from the old system: http://pastebin.com/mUJzFg2m (there is "To: vika at zato.ru" header in the beginning, and then it's gone) Logs from the new system: http://pastebin.com/2PykYK71 (same with "To: lan at zato.ru") Emails from the old system have To: header with "undisclosed-recipients:;" in it. Emails from the new system, according to Mailer-Daemon messages, have not. I think that maybe the old system's Postfix mail server inserting To: undisclosed-recipients:; header. I've tried to install and use new version of Postfix 2.11.6 with no changes - emails still doesn't delivered. To overcome this situation i have configured Exim with the following ACL: acl_check_data: warn condition = ${if !def:h_To: {1}} add_header = To: Undisclosed-Recipients:; But i wonder, if there is a better for populating To: header with "undisclosed-recipients:;"? Or maybe there is something i missed in upgrade? I did run rt-setup-database after moving DB to new host, if that's matter. -- best regards From d.weidhofer at krone.at Tue Aug 25 06:57:37 2015 From: d.weidhofer at krone.at (frankfurter) Date: Tue, 25 Aug 2015 03:57:37 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440412809201-60504.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> <1440140066609-60493.post@n7.nabble.com> <1440409984532-60502.post@n7.nabble.com> <1440412809201-60504.post@n7.nabble.com> Message-ID: <1440500257424-60516.post@n7.nabble.com> thx for helping, i changed the cronjobs like you said yesterday, but today i'm still getting tickets from monday or for example friday. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60516.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From felix at earthshadow.org Tue Aug 25 09:04:12 2015 From: felix at earthshadow.org (Felix Bachmann) Date: Tue, 25 Aug 2015 09:04:12 -0400 Subject: [rt-users] System switched to Install screen In-Reply-To: References: <55519E67.9050201@xs4all.nl> <38081DF5-905A-4B86-99E8-833D415DFD5E@earthshadow.org> Message-ID: Hi Joop, I was thinking that too and therefore even gave permissions to all. Didn?t work either. This morning I tried again and everything all of the sudden is working again. I have not the slightest idea what was going on. In any case, thanks for your answer. I will keep an eye on the installation Kind regards Felix On Aug 25, 2015, at 2:05 AM, Joop van de Wege wrote: Felix Bachmann schreef op 25 augustus 2015 01:04:29 CEST: > Hi all, > I am hoping to get some hints for you. I was running version 4.2.4 for > a long time. Today I had some issues with the mysql database server and > after restart RT is always switching to the install screen as if it > doesn?t find the database. It looks like apache can't access rt_siteconfig.pm. Joop From M.J.Hilling at exeter.ac.uk Tue Aug 25 10:28:02 2015 From: M.J.Hilling at exeter.ac.uk (Hilling, Matt) Date: Tue, 25 Aug 2015 14:28:02 +0000 Subject: [rt-users] Prevent ticket creation by email Message-ID: Dear all, I have a queue which has some mandatory custom fields. I wish to prevent ticket creation by email for this queue (and not any other queues) but still allow communication between requestor and owner by email once the ticket has been created. Is this possible? The users will be creating tickets in this queue using SelfService. If this cannot be done, but instead the email returned with a message stating what to do (ie login to SelfService) then that is fine too. We are using RT 3.8.8. Thanks, Matt. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Carl.vanLitsenborgh at za.saabgroup.com Tue Aug 25 10:35:55 2015 From: Carl.vanLitsenborgh at za.saabgroup.com (Carl van Litsenborgh) Date: Tue, 25 Aug 2015 14:35:55 +0000 Subject: [rt-users] RT-Extension-Assets : Howto change Elements/MyAssets to show assets for all users Message-ID: Hi, How can I change/modify either Elements/MyAssets OR User/Elements/AssetList (or both) to show assets for ALL users, and not only the logged-in user? Any help suggestions would be appreciated. Thank you. Carl van Litsenborgh -------------- next part -------------- An HTML attachment was scrubbed... URL: From Cditri at experi-metal.com Tue Aug 25 11:00:05 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Tue, 25 Aug 2015 15:00:05 +0000 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com>, Message-ID: <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> Hi Matt, and thanks for your response. I have tried this. It still produces nothing. Here is what I added to my RT_SiteConfig.pm: Set($MailCommand, "mbox"); Set($SendmailPath, "/usr/lib/sendmail"); Set($SendmailArguments, "-t"); Set($OwnerEmail, "me at workplace.com"); I have also tried: Set($MailCommand, "sendmailpipe"); Set($MailCommand, "smtp"); Set($MailCommand, "sendmail"); Set($MailCommand, "test"); I do a '/etc/init.d/request-tracker4 restart' after each, and even try rebooting. No good. I'm sure I'm missing something silly here... but I just don't know what it is... Any other suggestions? Thank you. ________________________________________ From: Matt Zagrabelny Sent: Friday, August 21, 2015 4:05 PM To: Ditri, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade On Fri, Aug 21, 2015 at 2:09 PM, Ditri, Chris wrote: > But, it was always able to send emails with no problem through exim, and I can send emails from the bash command prompt with no problem as well. >From RT_Config.pm: $MailCommand $MailCommand defines which method RT will use to try to send mail. We know that 'sendmailpipe' works fairly well. If 'sendmailpipe' doesn't work well for you, try 'sendmail'. 'qmail' is also a supported value. For testing purposes, or to simply disable sending mail out into the world, you can set $MailCommand to 'mbox' which logs all mail, in mbox format, to files in /opt/rt4/var/ based in the process start time. The 'testfile' option is similar, but the files that it creates (under /tmp) are temporary, and removed upon process completion; the format is also not mbox-compatable. Perhaps try setting MailCommand to mbox or testfile. -m From mzagrabe at d.umn.edu Tue Aug 25 11:13:46 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 25 Aug 2015 10:13:46 -0500 Subject: [rt-users] No outbound email after upgrade In-Reply-To: <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> Message-ID: On Tue, Aug 25, 2015 at 10:00 AM, Ditri, Chris wrote: > Hi Matt, and thanks for your response. > > I have tried this. It still produces nothing. Here is what I added to my RT_SiteConfig.pm: > > Set($MailCommand, "mbox"); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($SendmailArguments, "-t"); > Set($OwnerEmail, "me at workplace.com"); > > > I have also tried: > Set($MailCommand, "sendmailpipe"); > Set($MailCommand, "smtp"); > Set($MailCommand, "sendmail"); > Set($MailCommand, "test"); > > I do a '/etc/init.d/request-tracker4 restart' after each, and even try rebooting. No good. > > I'm sure I'm missing something silly here... but I just don't know what it is... > > Any other suggestions? It looks like you are using Debian. Are you using the SiteConfig.d directory and running update-rt-siteconfig before restarting apache? Other things you could try: Set($LogStackTraces, 'debug'); Set($LogToSTDERR, 'debug'); then check the apache error log (/var/log/apache2/error.log) for output. -m From max.deasy at southwestern.ie Tue Aug 25 11:04:59 2015 From: max.deasy at southwestern.ie (Moose) Date: Tue, 25 Aug 2015 08:04:59 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440500257424-60516.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> <1440140066609-60493.post@n7.nabble.com> <1440409984532-60502.post@n7.nabble.com> <1440412809201-60504.post@n7.nabble.com> <1440500257424-60516.post@n7.nabble.com> Message-ID: <1440515099224-60522.post@n7.nabble.com> Hmmm... I'm unsure what is causing that for you. When I open a console window and run the 'daily' command on it's own ("/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket --type daily") then ALL daily recurrence tickets get repeated, regardless of the day of the week I have chosen on the Ticket Recurrence tab. The same happens for the 'weekly' 'monthly' & 'yearly' commands when dealing with 'weekly', 'monthly' & 'yearly' recurrence tickets. This is why I created the 4 cronjobs - to workaround the fact that individual recurrence settings were actually being ignored. The cronjobs are *supposed* to separately target each of the 4 types of recurrence ticket. They are timed for the start of the day/week/month/year and /should/ only fire for the relevant type of recurrence. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60522.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Cditri at experi-metal.com Tue Aug 25 12:26:22 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Tue, 25 Aug 2015 16:26:22 +0000 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com>, Message-ID: HI Again, Yes, I'm using debian. No, I haven't put it in my RT_SiteConfig.d directory because I don't want to lose track of the settings. When the config is good, I will move them into the appropriate file and re-execute my update update-rt-siteconfig-4. I'm trying to keep the debris out of my configs. It only reads RT_SiteConfig.pm, so I don't see any harm in this strategy. I have set the logging on, thank you for that... lets hope it dumps some useful info! Thanks again. ________________________________________ From: Matt Zagrabelny Sent: Tuesday, August 25, 2015 11:13 AM To: Ditri, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade On Tue, Aug 25, 2015 at 10:00 AM, Ditri, Chris wrote: > Hi Matt, and thanks for your response. > > I have tried this. It still produces nothing. Here is what I added to my RT_SiteConfig.pm: > > Set($MailCommand, "mbox"); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($SendmailArguments, "-t"); > Set($OwnerEmail, "me at workplace.com"); > > > I have also tried: > Set($MailCommand, "sendmailpipe"); > Set($MailCommand, "smtp"); > Set($MailCommand, "sendmail"); > Set($MailCommand, "test"); > > I do a '/etc/init.d/request-tracker4 restart' after each, and even try rebooting. No good. > > I'm sure I'm missing something silly here... but I just don't know what it is... > > Any other suggestions? It looks like you are using Debian. Are you using the SiteConfig.d directory and running update-rt-siteconfig before restarting apache? Other things you could try: Set($LogStackTraces, 'debug'); Set($LogToSTDERR, 'debug'); then check the apache error log (/var/log/apache2/error.log) for output. -m From Cditri at experi-metal.com Tue Aug 25 12:46:54 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Tue, 25 Aug 2015 16:46:54 +0000 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com>, , Message-ID: Ok... After turning the debugging, I captured this from the log: [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:295) [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:295) [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to prepare scrips for transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:187) [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Correspond for txn #8404 on ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495) [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to commit scrips for transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:210) [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #8404 on ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4484 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4486 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4488 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4490 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4492 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4495 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4497 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4499 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4504 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4506 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4508 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4510 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4512 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4514 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4516 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4518 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) It says it didn't find a script for transaction batch and for transaction create... Makes me wonder if I'm missing a package? Here is what aptitude says I have installed (and what's available): p rt-app - Test application which simulates a real-ti p rt-tests - Test programs for rt kernels i rt4-apache2 - Apache 2 specific files for request-tracke i A rt4-clients - mail gateway and command-line interface to i rt4-db-mysql - MySQL database backend for request-tracker p rt4-db-postgresql - PostgreSQL database backend for request-tr p rt4-db-sqlite - SQLite database backend for request-tracke p rt4-doc-html - HTML documentation for request-tracker4 i rt4-extension-authenexternalaut - External authentication module for request p rt4-extension-calendar - Calendar view for Request Tracker 4 p rt4-extension-customfieldsonupd - edit ticket's custom fields on reply/comme p rt4-extension-jsgantt - Gantt charts for Request Tracker p rt4-extension-spawnlinkedticket - quickly spawn linked tickets in different p rt4-fcgi - External FastCGI support for request-track p rt4-standalone - Standalone web server support for request- I thank you. ________________________________________ From: rt-users on behalf of Ditri, Chris Sent: Tuesday, August 25, 2015 12:26 PM To: Matt Zagrabelny Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade HI Again, Yes, I'm using debian. No, I haven't put it in my RT_SiteConfig.d directory because I don't want to lose track of the settings. When the config is good, I will move them into the appropriate file and re-execute my update update-rt-siteconfig-4. I'm trying to keep the debris out of my configs. It only reads RT_SiteConfig.pm, so I don't see any harm in this strategy. I have set the logging on, thank you for that... lets hope it dumps some useful info! Thanks again. ________________________________________ From: Matt Zagrabelny Sent: Tuesday, August 25, 2015 11:13 AM To: Ditri, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade On Tue, Aug 25, 2015 at 10:00 AM, Ditri, Chris wrote: > Hi Matt, and thanks for your response. > > I have tried this. It still produces nothing. Here is what I added to my RT_SiteConfig.pm: > > Set($MailCommand, "mbox"); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($SendmailArguments, "-t"); > Set($OwnerEmail, "me at workplace.com"); > > > I have also tried: > Set($MailCommand, "sendmailpipe"); > Set($MailCommand, "smtp"); > Set($MailCommand, "sendmail"); > Set($MailCommand, "test"); > > I do a '/etc/init.d/request-tracker4 restart' after each, and even try rebooting. No good. > > I'm sure I'm missing something silly here... but I just don't know what it is... > > Any other suggestions? It looks like you are using Debian. Are you using the SiteConfig.d directory and running update-rt-siteconfig before restarting apache? Other things you could try: Set($LogStackTraces, 'debug'); Set($LogToSTDERR, 'debug'); then check the apache error log (/var/log/apache2/error.log) for output. -m From mzagrabe at d.umn.edu Tue Aug 25 12:52:53 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 25 Aug 2015 11:52:53 -0500 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> Message-ID: On Tue, Aug 25, 2015 at 11:46 AM, Ditri, Chris wrote: > Ok... > > After turning the debugging, I captured this from the log: > > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:295) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:295) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to prepare scrips for transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:187) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Correspond for txn #8404 on ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to commit scrips for transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:210) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #8404 on ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4484 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4486 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4488 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4490 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4492 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4495 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4497 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4499 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4504 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4506 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4508 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4510 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4512 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4514 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4516 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4518 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > > > It says it didn't find a script for transaction batch and for transaction create... Makes me wonder if I'm missing a package? Not a package. Check your DB or your admin web interface. SELECT * from objectscrips; SELECT * from scrips; The objectscrips is how scrips can be selectively applied to individual queues. -m From palomint at reed.edu Tue Aug 25 14:15:39 2015 From: palomint at reed.edu (Tony G Palomino) Date: Tue, 25 Aug 2015 11:15:39 -0700 Subject: [rt-users] RT-Extension-Assets : Howto change Elements/MyAssets to show assets for all users In-Reply-To: References: Message-ID: We at Reed recently sponsored an updated version of Assets, which allows for ticket-like asset searching, and saved asset searches. You'd be able to build a saved search that displays all assets in a catalog, with custom display formatting to boot. This is in version 1.06, but it doesn't appear to be posted yet on BP's website. So my suggestion: hold on for a bit, it's coming. Tony On Tue, Aug 25, 2015 at 7:35 AM, Carl van Litsenborgh < Carl.vanLitsenborgh at za.saabgroup.com> wrote: > Hi, > > > > How can I change/modify either Elements/MyAssets OR > User/Elements/AssetList (or both) to show assets for ALL users, and not > only the logged-in user? > > > > Any help suggestions would be appreciated. > > > > Thank you. > > > > Carl van Litsenborgh > -- Tony.Palomino at reed.edu Director, Computer User Services Reed College 503-788-6622 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Cditri at experi-metal.com Tue Aug 25 14:43:32 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Tue, 25 Aug 2015 18:43:32 +0000 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> , Message-ID: <2f7469baa14f43b8a33bae1f999135c4@EX13.experi-metal.com> Hi Matt, There is absolutely nothing in ObjectScrips, and everything is set to NULL in Scrips (in the database). Are you implying that I need to make custom scrips to send routine emails regarding tickets? Something is different then... I definitely didn't have to do that before... must be new between 4.0.7 and 4.2.8 (4.0.7 shipped with Wheezy, and 4.2.8 with Jessie). Was it normal to lose that functionality in the upgrade? I have never messed with Scrips before... not sure I understand them. Is there a good resource on the subject? Thank you. ________________________________________ From: Matt Zagrabelny Sent: Tuesday, August 25, 2015 12:52 PM To: Ditri, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade On Tue, Aug 25, 2015 at 11:46 AM, Ditri, Chris wrote: > Ok... > > After turning the debugging, I captured this from the log: > > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:295) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:295) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to prepare scrips for transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:187) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Correspond for txn #8404 on ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to commit scrips for transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:210) > [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #8404 on ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4484 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4486 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4488 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4490 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4492 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4495 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4497 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4499 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4504 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4506 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4508 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4510 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4512 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4514 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4516 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4518 of 'text/html' type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182) > > > It says it didn't find a script for transaction batch and for transaction create... Makes me wonder if I'm missing a package? Not a package. Check your DB or your admin web interface. SELECT * from objectscrips; SELECT * from scrips; The objectscrips is how scrips can be selectively applied to individual queues. -m From mzagrabe at d.umn.edu Tue Aug 25 14:55:13 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 25 Aug 2015 13:55:13 -0500 Subject: [rt-users] No outbound email after upgrade In-Reply-To: <2f7469baa14f43b8a33bae1f999135c4@EX13.experi-metal.com> References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> <2f7469baa14f43b8a33bae1f999135c4@EX13.experi-metal.com> Message-ID: On Tue, Aug 25, 2015 at 1:43 PM, Ditri, Chris wrote: > Hi Matt, > > There is absolutely nothing in ObjectScrips, and everything is set to NULL in Scrips (in the database). > > Are you implying that I need to make custom scrips to send routine emails regarding tickets? > Something is different then... I definitely didn't have to do that before... must be new between 4.0.7 and 4.2.8 (4.0.7 shipped with Wheezy, and 4.2.8 with Jessie). Was it normal to lose that functionality in the upgrade? Certainly not normal. You do need to run some upgrade commands (DB scripts) when upgrading though. The (upstream) upgrade will normally prompt you for what version of RT you are upgrading from and which one you are upgrading to. Do you remember seeing that? For the RT 3.8 Debian package, there was a directory, /etc/request-tracker3.8/etc/upgrade. Do you have something similar for RT 4(.2) ? 3.8 was the last time I used the deb package for RT, and I don't remember what the upgrades were like - I'd imagine it also varies depending on if you use db-config or not. We use Debian for the OS, but use upstream tarballs for the RT installation. There is a make target that handles applying the DB upgrade scripts. Cheers, -m From Cditri at experi-metal.com Tue Aug 25 16:39:09 2015 From: Cditri at experi-metal.com (Ditri, Chris) Date: Tue, 25 Aug 2015 20:39:09 +0000 Subject: [rt-users] No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> <2f7469baa14f43b8a33bae1f999135c4@EX13.experi-metal.com>, Message-ID: ________________________________________ From: Matt Zagrabelny Sent: Tuesday, August 25, 2015 2:55 PM To: Ditri, Chris Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No outbound email after upgrade On Tue, Aug 25, 2015 at 1:43 PM, Ditri, Chris wrote: > Hi Matt, > > There is absolutely nothing in ObjectScrips, and everything is set to NULL in Scrips (in the database). > > Are you implying that I need to make custom scrips to send routine emails regarding tickets? > Something is different then... I definitely didn't have to do that before... must be new between 4.0.7 and 4.2.8 (4.0.7 shipped with Wheezy, and 4.2.8 with Jessie). Was it normal to lose that functionality in the upgrade? Certainly not normal. You do need to run some upgrade commands (DB scripts) when upgrading though. The (upstream) upgrade will normally prompt you for what version of RT you are upgrading from and which one you are upgrading to. Do you remember seeing that? For the RT 3.8 Debian package, there was a directory, /etc/request-tracker3.8/etc/upgrade. Do you have something similar for RT 4(.2) ? 3.8 was the last time I used the deb package for RT, and I don't remember what the upgrades were like - I'd imagine it also varies depending on if you use db-config or not. We use Debian for the OS, but use upstream tarballs for the RT installation. There is a make target that handles applying the DB upgrade scripts. Cheers, -m Now that you mention it, Matt, there was an issue with dbconfig-common. It didn't want to take the root password for the the database. Eventually I got it to go through, but there were some errors. I found a log for dbconfig-common... but I honestly don't know why it goofed up, and how tor re-run dbconfig common for rt. Here is the log I found in /var/log/dbconfig-common: RROR 2002 (HY000): Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2). unable to connect to mysql server. ERROR 2002 (HY000): Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2). unable to connect to mysql server. granting access to database rtdb for rtuser at localhost: success. verifying access for rtuser at localhost: success. creating database rtdb: success. verifying database rtdb exists: success. populating database via scriptfile... done. dbconfig-common: dumping mysql database rtdb to /var/tmp/request-tracker4.rtdb.2013-12-16-14.45.mysql.q3wmxz. dbconfig-common: dropping mysql database rtdb. dropping database rtdb: success. verifying database rtdb was dropped: success. dbconfig-common: revoking privileges for user rtuser on rtdb. revoking access to database rtdb from rtuser at localhost: success. granting access to database rtdb for rtuser at localhost: success. verifying access for rtuser at localhost: success. creating database rtdb: success. verifying database rtdb exists: success. populating database via scriptfile... done. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). unable to connect to mysql server. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). unable to connect to mysql server. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). unable to connect to mysql server. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). unable to connect to mysql server. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). unable to connect to mysql server. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). unable to connect to mysql server. creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. It was nonsense that it wouldn't take the password...I've had problems like that with dbconfig-common before... But ultimately, it looked like it worked for rt, and it seems to work just fine in all other respects. Is there a way to repair the damage? I'm not sure where scrips live even... in the db? on the filesystem? Thanks. From mzagrabe at d.umn.edu Tue Aug 25 17:06:54 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 25 Aug 2015 16:06:54 -0500 Subject: [rt-users] [phish?] RE: No outbound email after upgrade In-Reply-To: References: <4ac17868d4584b77a872a661f1f04a14@EX13.experi-metal.com> <8bdad81ce9f14e2084a0e1bfca16876f@EX13.experi-metal.com> <6dbdc5ca77b649afbb3bf1b2e66e675e@EX13.experi-metal.com> <2f7469baa14f43b8a33bae1f999135c4@EX13.experi-metal.com> Message-ID: On Tue, Aug 25, 2015 at 3:39 PM, Ditri, Chris wrote: > > ________________________________________ > From: Matt Zagrabelny > Sent: Tuesday, August 25, 2015 2:55 PM > To: Ditri, Chris > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] No outbound email after upgrade > > On Tue, Aug 25, 2015 at 1:43 PM, Ditri, Chris wrote: >> Hi Matt, >> >> There is absolutely nothing in ObjectScrips, and everything is set to NULL in Scrips (in the database). >> >> Are you implying that I need to make custom scrips to send routine emails regarding tickets? >> Something is different then... I definitely didn't have to do that before... must be new between 4.0.7 and 4.2.8 (4.0.7 shipped with Wheezy, and 4.2.8 with Jessie). Was it normal to lose that functionality in the upgrade? > > Certainly not normal. > > You do need to run some upgrade commands (DB scripts) when upgrading > though. The (upstream) upgrade will normally prompt you for what > version of RT you are upgrading from and which one you are upgrading > to. Do you remember seeing that? > > For the RT 3.8 Debian package, there was a directory, > /etc/request-tracker3.8/etc/upgrade. Do you have something similar for > RT 4(.2) ? > > 3.8 was the last time I used the deb package for RT, and I don't > remember what the upgrades were like - I'd imagine it also varies > depending on if you use db-config or not. We use Debian for the OS, > but use upstream tarballs for the RT installation. There is a make > target that handles applying the DB upgrade scripts. > > Cheers, > > -m > > > Now that you mention it, Matt, there was an issue with dbconfig-common. It didn't want to take the root password for the the database. Eventually I got it to go through, but there were some errors. I found a log for dbconfig-common... but I honestly don't know why it goofed up, and how tor re-run dbconfig common for rt. I don't know anything about dbconfig-common. I generally stay away from it, but perhaps it is useful in certain circumstances. You could always file a Debian bug against the package if it broke during upgrades. Dom is a very good maintainer. > Here is the log I found in /var/log/dbconfig-common: > > RROR 2002 (HY000): Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2). > unable to connect to mysql server. > ERROR 2002 (HY000): Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2). > unable to connect to mysql server. > granting access to database rtdb for rtuser at localhost: success. > verifying access for rtuser at localhost: success. > creating database rtdb: success. > verifying database rtdb exists: success. > populating database via scriptfile... done. > dbconfig-common: dumping mysql database rtdb to /var/tmp/request-tracker4.rtdb.2013-12-16-14.45.mysql.q3wmxz. > dbconfig-common: dropping mysql database rtdb. > dropping database rtdb: success. > verifying database rtdb was dropped: success. > dbconfig-common: revoking privileges for user rtuser on rtdb. > revoking access to database rtdb from rtuser at localhost: success. > granting access to database rtdb for rtuser at localhost: success. > verifying access for rtuser at localhost: success. > creating database rtdb: success. > verifying database rtdb exists: success. > populating database via scriptfile... done. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). > unable to connect to mysql server. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). > unable to connect to mysql server. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). > unable to connect to mysql server. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). > unable to connect to mysql server. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). > unable to connect to mysql server. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > ERROR 1045 (28000): Access denied for user 'root'@'localhost' (using password: YES). > unable to connect to mysql server. > creating database backup in /var/cache/dbconfig-common/backups/request-tracker4_4.0.7-5+deb7u3.mysql. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.4. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.6. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.7. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.10. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.12-2. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.0.19. > applying upgrade script for 4.0.7-5+deb7u3 -> 4.2.3. > > It was nonsense that it wouldn't take the password...I've had problems like that with dbconfig-common before... But ultimately, it looked like it worked for rt, and it seems to work just fine in all other respects. > > Is there a way to repair the damage? Depends on how much you've customized. You can re-import stock scrips. Or if you've customized, you can dump/restore the data and attempt the upgrade DB scripts again. Perhaps re-import the scrips and see if that is close enough. Take a look at: sbin/rt-setup-database and (from the source tarball) etc/initialdata Also, grepping the mailing list archives might help with examples or syntax. I just did "grep rt-setup-database full_archives.txt | wc -l" and got 2672 hits. I'm not sure where scrips live even... in the db? on the filesystem? Scrips live in the DB. -m From Brian_Barrett at URMC.Rochester.edu Tue Aug 25 16:26:02 2015 From: Brian_Barrett at URMC.Rochester.edu (Barrett, Brian) Date: Tue, 25 Aug 2015 20:26:02 +0000 Subject: [rt-users] rt::extension::import::csv Configuration isseu Message-ID: <34ed30f7e97b4d439e533c177152bdcd@EXMBXSDC03.urmc-sh.rochester.edu> Hi, I have the RT::extension::import::CSV working but having a problem with importing in the field "Held By". Getting the error: [warning]: Unknown asset field Held By for column Assigned User, skipping (/opt/rt/local/plugins/RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/Import/CSV.pm:66) Below is my configuration in the RT_SiteConfig.pm Set( $AssetsImportUniqueCF, 'Serial Number' ); Set( %AssetsImportFieldMapping, 'Name' => 'System Name', 'Catalog' => \'Neuro Hardware', 'Owner' => \'Neurology', 'Held By' => 'Assigned User', 'Contact' => \'NeurologyIT at URMC.Rochester.edu', 'CF.Manufacturer' => 'Make', 'CF.Model' => 'Model', 'CF.Neuro IT SN #' => 'Neuro IT Tag', 'CF.Serial Number' => 'Serial Number', 'CF.OS' => 'OS', 'CF.Location' => 'Location', 'CF.Division' => 'Division', 'CF.Asset Tag' => 'Asset Tag', 'CF.Notes' => 'Notes', ); Wondering how I can define the Held By name so it is recognized /rt-assets-import-csv? Thanks B Barrett University of Rochester Medical Center -------------- next part -------------- An HTML attachment was scrubbed... URL: From ewan.meadows at gmail.com Wed Aug 26 06:25:43 2015 From: ewan.meadows at gmail.com (Ewan Meadows) Date: Wed, 26 Aug 2015 11:25:43 +0100 Subject: [rt-users] Accidently removed Admin rights from users, whoopsy daisy Message-ID: Somehow I've managed to remove the admin rights even from the root user, so I am unable to change rights/add users/etc. When logging in as root I no longer see the settings menu so I'm kinda stuck :\ Is there a way to manually edit the mysql database to gain admin rights again? From d.weidhofer at krone.at Wed Aug 26 07:14:40 2015 From: d.weidhofer at krone.at (frankfurter) Date: Wed, 26 Aug 2015 04:14:40 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440515099224-60522.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> <1440140066609-60493.post@n7.nabble.com> <1440409984532-60502.post@n7.nabble.com> <1440412809201-60504.post@n7.nabble.com> <1440500257424-60516.post@n7.nabble.com> <1440515099224-60522.post@n7.nabble.com> Message-ID: <1440587680037-60533.post@n7.nabble.com> ok i will switch back to my old shell script solution till the bug is fixed -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60533.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Markus.Wildbolz at eu.magna.com Wed Aug 26 09:25:24 2015 From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com) Date: Wed, 26 Aug 2015 15:25:24 +0200 Subject: [rt-users] Accidently removed Admin rights from users, whoopsy daisy Message-ID: Hi! Maybe the article at http://requesttracker.wikia.com/wiki/RecoverSuperUserRights can help. You have to consider a version change to RT 4, maybe... BR, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmmcatee at gmail.com Wed Aug 26 09:47:51 2015 From: jmmcatee at gmail.com (James McAtee) Date: Wed, 26 Aug 2015 08:47:51 -0500 Subject: [rt-users] Assets search in dashboard Message-ID: Is there a built-in way to save an Assets search for use in a dashboard? Thanks, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From support at pureview.com Wed Aug 26 15:25:18 2015 From: support at pureview.com (support at pureview.com) Date: Wed, 26 Aug 2015 15:25:18 -0400 Subject: [rt-users] RT CLI CF query operators Message-ID: RT users, I trying to use RT CLI on a CF for operators and I having a hard time to get this working. Can any help on this. I do not know what I'm doing wrong. RT: rt.4.2 OS : RH 6.0 rt list -i "'CF.{Modtrak}' > 0 AND Created >= '2015-07-01' AND Create <= '2015-07-31'" rt: Invalid query: 'Unknown field 'Create' in ''CF.{Modtrak}' > 0 AND Created >= '2015-07-01' AND Create <= '2015-07-31'' at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2943. Stack: [/opt/rt4/sbin/../lib/RT/Tickets.pm:2943] [/opt/rt4/sbin/../lib/RT/SQL.pm:172] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2979] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2997] [/opt/rt4/share/html/REST/1.0/search/ticket:89] [/opt/rt4/share/html/REST/1.0/autohandler:54] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] '. Invalid query: 'Unknown field 'Create' in ''CF.{Modtrak}' > 0 AND Created >= '2015-07-01' AND Create <= '2015-07-31'' at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2943. Stack: [/opt/rt4/sbin/../lib/RT/Tickets.pm:2943] [/opt/rt4/sbin/../lib/RT/SQL.pm:172] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2979] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2997] [/opt/rt4/share/html/REST/1.0/search/ticket:89] [/opt/rt4/share/html/REST/1.0/autohandler:54] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] From SPostma at ztechnet.com Wed Aug 26 11:20:39 2015 From: SPostma at ztechnet.com (Steve Postma) Date: Wed, 26 Aug 2015 15:20:39 +0000 Subject: [rt-users] missing plugin In-Reply-To: References: Message-ID: <1440602386681.11246@ztechnet.com> Hi all, my repeat-ticket extension is missing from the web interface. cleared mason cache, restarted httpd, RT_SiteConfig.pm still calls on it to be loaded, no errors in /var/log/messages or var/log/httpd How can I troubleshoot this? Thanks, Steve From mzagrabe at d.umn.edu Wed Aug 26 18:33:14 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 26 Aug 2015 17:33:14 -0500 Subject: [rt-users] missing plugin In-Reply-To: <1440602386681.11246@ztechnet.com> References: <1440602386681.11246@ztechnet.com> Message-ID: On Wed, Aug 26, 2015 at 10:20 AM, Steve Postma wrote: > Hi all, > > my repeat-ticket extension is missing from the web interface. > > cleared mason cache, restarted httpd, > > > RT_SiteConfig.pm still calls on it to be loaded, no errors in /var/log/messages or var/log/httpd > > > How can I troubleshoot this? Did you download the plugin? https://metacpan.org/release/RT-Extension-RepeatTicket -m From Dion.Gullotta at faredge.com.au Wed Aug 26 21:18:40 2015 From: Dion.Gullotta at faredge.com.au (Dion Gullotta) Date: Thu, 27 Aug 2015 11:18:40 +1000 Subject: [rt-users] SSL no verify function for rt cli tool? (with workaround) Message-ID: Hi, The rt-mailgate tool has a --no-verify-ssl option, I was wondering if the "rt" command line tool has a similar option? I ask because we have a self signed cert that just doesn't seem to play nice with LWP. It used to work fine in RT3 but we upgraded to RT4 yesterday and the newer version of LWP isn't having any of it. Cert verifies OK: root at ariel:~# openssl verify /etc/ssl/certs/rt.ourdomain.com.au.crt /etc/ssl/certs/rt.ourdomain.com.au.crt: OK But rt doesn't like it: root at ariel:~# rt list Query:Status!='resolved' and Status!='rejected' rt: Server error: Can't connect to rt.ourdomain.com.au:443 (certificate verify failed) (500) Which is because of lwp: root at ariel:~# lwp-request https://rt.ourdomain.com.au Can't connect to rt.ourdomain.com.au:443 (certificate verify failed) SSL connect attempt failed error:14090086:SSL routines:SSL3_GET_SERVER_CERTIFICATE:certificate verify failed at /usr/local/share/perl/5.18.2/LWP/Protocol/http.pm line 47. I realise this isn't an RT problem as it is really LWP, but it would be nice if the RT CLI supported a --no-verify-ssl option to workaround these situations. As it stands I had to edit the code of /opt/rt4/bin/rt and added the following on line 54 which allowed us to move forward, but this will be an issue for future upgrades: BEGIN { $ENV{PERL_LWP_SSL_VERIFY_HOSTNAME} = 0;} Any thoughts? Cheers, Dion Gullotta Far Edge Technology p. 02 84251400 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Aug 27 01:57:41 2015 From: cloos at netcologne.de (Christian Loos) Date: Thu, 27 Aug 2015 07:57:41 +0200 Subject: [rt-users] RT CLI CF query operators In-Reply-To: References: Message-ID: <55DEA6D5.9090407@netcologne.de> Am 26.08.2015 um 21:25 schrieb support at pureview.com: > rt list -i "'CF.{Modtrak}' > 0 AND Created >= '2015-07-01' AND Create <= > '2015-07-31'" > rt: Invalid query: 'Unknown field 'Create' in ''CF.{Modtrak}' > 0 AND > Created >= '2015-07-01' AND Create <= '2015-07-31'' at > /opt/rt4/sbin/../lib/RT/Tickets.pm line 2943. The error message says all. It's just a typo, the ticket field is called Created and not Create. Chris From cloos at netcologne.de Thu Aug 27 02:06:25 2015 From: cloos at netcologne.de (Christian Loos) Date: Thu, 27 Aug 2015 08:06:25 +0200 Subject: [rt-users] SSL no verify function for rt cli tool? (with workaround) In-Reply-To: References: Message-ID: <55DEA8E1.2000008@netcologne.de> Am 27.08.2015 um 03:18 schrieb Dion Gullotta: > I realise this isn?t an RT problem as it is really LWP, but it would be > nice if the RT CLI supported a --no-verify-ssl option to workaround > these situations. As it stands I had to edit the code of /opt/rt4/bin/rt > and added the following on line 54 which allowed us to move forward, but > this will be an issue for future upgrades: > > > > BEGIN { $ENV{PERL_LWP_SSL_VERIFY_HOSTNAME} = 0;} > You don't have to modify the code. You can set "export PERL_LWP_SSL_VERIFY_HOSTNAME=0" somewhere on the client host (/etc/environment or ~/.bashrc of the user who use the rt client). But remember that this will affect all LWP calls. Chris From Markus.Wildbolz at eu.magna.com Thu Aug 27 10:27:55 2015 From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com) Date: Thu, 27 Aug 2015 16:27:55 +0200 Subject: [rt-users] Including latest transactions in RSS-Feed Message-ID: Hi guys! I've managed, to play a little bit with the RSS-feed generation at /html/Search/Elements/ResultsRSSView But at the moment I'm stuck at fetching the latest transaction with type "Correspond" or "Comment" from the database for displaying the right content. Is anybody out there who could help me with this? My current code looks like: while ( my $Ticket = $Tickets->Next()) { my $transactions = RT::Transactions->new($session{CurrentUser}); $transactions->LimitToTicket($Ticket->id); # Limit to transactions with type "Comment" $transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); my $content = $transactions->Last->Content; ... I get the following error in the logs: Can't call method "Content" on an undefined value at /opt/rt4-devel/local/html/Search/Elements/ResultsRSSView I don't know actually, why the variable $transactions has an undefined value. Greetings, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raymond.Corbett at arcproductions.com Thu Aug 27 11:34:05 2015 From: Raymond.Corbett at arcproductions.com (Raymond Corbett) Date: Thu, 27 Aug 2015 15:34:05 +0000 Subject: [rt-users] Deleting time from Due Date Format Message-ID: <5B09091AD62AE8478802740E5A5E10C346C50B46@ARCEXCHANGE.arc.local> I know I can go to the locale settings to change formats. Currenly I am using the date format Thu, Aug 27, 2015 11:32:02 AM The problem is that we want our date format, most specifically Due Date, to simply be Thu, Aug 27, 2015 We do not want to see the time portion, so when we set a Due Date we simply have the date display withought the time portion.. Is there a file I can edit somewhere, to strip out the time portion of the date? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From SPostma at ztechnet.com Thu Aug 27 13:50:05 2015 From: SPostma at ztechnet.com (Steve Postma) Date: Thu, 27 Aug 2015 17:50:05 +0000 Subject: [rt-users] missing plugin In-Reply-To: References: <1440602386681.11246@ztechnet.com>, Message-ID: <1440697797483.57002@ztechnet.com> Sorry, I didn't mention that it has been running for 2 weeks or so. I re-downloaded the plugin, ran through make , make install etc, still no change. I have 2 other rt machines I installed at the same time that are NOT having the same issue. Thanks, Steve ________________________________ From: Matt Zagrabelny Sent: Wednesday, August 26, 2015 6:33 PM To: Steve Postma Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] missing plugin On Wed, Aug 26, 2015 at 10:20 AM, Steve Postma > wrote: > Hi all, > > my repeat-ticket extension is missing from the web interface. > > cleared mason cache, restarted httpd, > > > RT_SiteConfig.pm still calls on it to be loaded, no errors in /var/log/messages or var/log/httpd > > > How can I troubleshoot this? Did you download the plugin? https://metacpan.org/release/RT-Extension-RepeatTicket -m ________________________________ From Armen.Tashjian at sce.com Thu Aug 27 20:14:12 2015 From: Armen.Tashjian at sce.com (Armen Tashjian) Date: Fri, 28 Aug 2015 00:14:12 +0000 Subject: [rt-users] Prevent users from changing a ticket's priority Message-ID: Anyone have any information about preventing users from changing a ticket's priority? I would still like a user to have the ability to change the status, owner, and queue of a ticket. -------------- next part -------------- An HTML attachment was scrubbed... URL: From anton.panetta at haircareaust.com Fri Aug 28 01:14:17 2015 From: anton.panetta at haircareaust.com (Anton Panetta) Date: Fri, 28 Aug 2015 05:14:17 +0000 Subject: [rt-users] Custom Charting and Tables Message-ID: Hi There I'm curious if anyone else has attempted or found a way to achieve this. What I am Able to make is this (sort for the lack of formatting) Queue Status Ticket count BPA new 11 open 5 rejected 1 resolved 7 COO Projects new 2 open 3 rejected 2 resolved 6 DI new 8 open 3 resolved 1 stalled 1 Finance new 6 resolved 5 IT BI Requests new 12 stalled 1 IT Helpdesk new 8 open 8 resolved 42 IT Projects new 18 open 1 resolved 2 stalled 1 Total 0 154 What id like to make is closer to this Queue Open New Resolved Stalled Rejected Total IT 1 5 10 2 0 18 DI 2 5 10 3 0 20 BI 3 5 10 2 0 20 Project 4 5 10 3 1 23 Total 10 20 40 10 1 The Idea is to include it in a dashboard. I am aware that using the chat tool to make a table is a bit of a side way, I could possibly make do if I could make the tables run horizontal. Regards Anton -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri Aug 28 01:50:44 2015 From: cloos at netcologne.de (Christian Loos) Date: Fri, 28 Aug 2015 07:50:44 +0200 Subject: [rt-users] Including latest transactions in RSS-Feed In-Reply-To: References: Message-ID: <55DFF6B4.3070602@netcologne.de> Hi, $transactions isn't undefined but $transactions is an empty collection and thus $transactions->Last is undefined. This happens on tickets that don't have a Comment transaction. Depending in the surrounding code a simple return unless $transactions->Count; before the 'my $comment ...' would help here. Also instead of my $transactions = RT::Transactions->new($session{CurrentUser}); $transactions->LimitToTicket($Ticket->id); you maybe better write my $transactions = $Ticket->Transactions; as this also takes merged tickets into account. Chris Am 27.08.2015 um 16:27 schrieb Markus.Wildbolz at eu.magna.com: > Hi guys! > > I've managed, to play a little bit with the RSS-feed generation at > /html/Search/Elements/ResultsRSSView > > But at the moment I'm stuck at fetching the latest transaction with type > "Correspond" or "Comment" from the database for displaying the right > content. > Is anybody out there who could help me with this? > > My current code looks like: > > while ( my $Ticket = $Tickets->Next()) { > my $transactions = RT::Transactions->new($session{CurrentUser}); > $transactions->LimitToTicket($Ticket->id); > > # Limit to transactions with type "Comment" > $transactions->Limit( > FIELD => 'Type', > VALUE => 'Comment' > ); > > my $content = $transactions->Last->Content; > > ... > > > I get the following error in the logs: > Can't call method "Content" on an undefined value at > /opt/rt4-devel/local/html/Search/Elements/ResultsRSSView > > > I don't know actually, why the variable $transactions has an undefined > value. > > > Greetings, > Markus From ewan.meadows at gmail.com Fri Aug 28 07:03:15 2015 From: ewan.meadows at gmail.com (Ewan Meadows) Date: Fri, 28 Aug 2015 12:03:15 +0100 Subject: [rt-users] How to add last comment to ticket query results? Message-ID: I've been asked to add another column to a query which shows the last comment added to a ticket, any ideas how I can do this? Thanks, Ewan From cloos at netcologne.de Fri Aug 28 07:07:43 2015 From: cloos at netcologne.de (Christian Loos) Date: Fri, 28 Aug 2015 13:07:43 +0200 Subject: [rt-users] How to add last comment to ticket query results? In-Reply-To: References: Message-ID: <55E040FF.8090209@netcologne.de> Am 28.08.2015 um 13:03 schrieb Ewan Meadows: > I've been asked to add another column to a query which shows the last > comment added to a ticket, any ideas how I can do this? > > Thanks, > > Ewan > Hi, there is an extension for this: https://github.com/bestpractical/rtx-ticketlisttransactions Chris From Markus.Wildbolz at eu.magna.com Fri Aug 28 07:53:43 2015 From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com) Date: Fri, 28 Aug 2015 13:53:43 +0200 Subject: [rt-users] Antwort: Re: Including latest transactions in RSS-Feed In-Reply-To: <55DFF6B4.3070602@netcologne.de> References: <55DFF6B4.3070602@netcologne.de> Message-ID: Hi Christian! Thanks for your input. Now I managed to change the RSS content, so that it outputs the latest transaction (Comment/Correspond) for each ticket in the search result. Maybe someone updates this in the release version, because I think, that this content is of a bigger interest than just the contents of the initially created tickets. Patch file is attached... Greetings, Markus P.S.: Danke nochmal f?r die Unterst?tzung - hat mir sehr geholfen! -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ResultsRSSView.patch Type: application/octet-stream Size: 1935 bytes Desc: not available URL: From vadud3 at gmail.com Fri Aug 28 13:52:50 2015 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 28 Aug 2015 13:52:50 -0400 Subject: [rt-users] procmail call to rt-mailgate fails Message-ID: MAILDIR=$HOME/Maildir DEFAULT=$MAILDIR/mbox LOGFILE=$HOME/procmail.log LOCKFILE=$HOME/lockmail VERBOSE=on :0 |/usr/sbin/rt-mailgate --queue IPANEMA --action correspond --url https://ticket.example.net procmail: [15376] Fri Aug 28 13:19:04 2015 procmail: Assigning "LASTFOLDER=/usr/sbin/rt-mailgate --queue IPANEMA --action correspond --url https://ticket.example.net" procmail: [15376] Fri Aug 28 13:19:04 2015 procmail: Executing "/usr/sbin/rt-mailgate,--queue,IPANEMA,--action,correspond,--url, https://ticket.example.net" procmail: Notified comsat: "ipanema@:/usr/sbin/rt-mailgate --queue IPANEMA --action correspond --url https://ticket.example.net" >From axisys Fri Aug 28 13:19:04 2015 Folder: /usr/sbin/rt-mailgate --queue IPANEMA --action correspo 660 procmail: Unlocking "/home/ipanema/lockmail" /usr/sbin/rt-mailgate: Couldn't create temp file, using memory error: Error in tempdir() using /tmp/XXXXXXXXXX: Could not create directory /tmp/Rf_FTTAo4f: Permission denied at /usr/sbin/rt-mailgate line 273 An Error Occurred ================= 500 Can't connect to ticket.example.net:443 (connect: Permission denied) Any suggestion why rt-mailgate is failing? This works just fine foo: "|/usr/sbin/rt-mailgate --queue IPANEMA --action correspond --url https://ticket.example.net" I am using rt-mailgate from rt4-mailgate-4.0.19-2.sdl6.noarch on centos 6.7 -- 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 rgm at ast.cam.ac.uk Fri Aug 28 13:56:56 2015 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Fri, 28 Aug 2015 18:56:56 +0100 (BST) Subject: [rt-users] RT 4.2 query; RequestorGroup != 'admin' Message-ID: Hello, I have an RT query created with the query builder that RequestorGroup. Status = '@owner' returns 163 tickets Status = '@owner' AND RequestorGroup = 'admin' returns 101 tickets This lists all issues where the Requestor is a member of the admin group. I would like to list all tickets where the Requestor is not a member of the admin group. I expected this query to work. Status = '@owner' AND RequestorGroup != 'admin' I also tried NOT LIKE 'admin' These give the error: There was an error parsing your search query: Invalid RequestorGroup Op: !=. Your RT admin can find more information in the error logs. This looks like a bug to me. regards Richard From vadud3 at gmail.com Fri Aug 28 14:56:19 2015 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 28 Aug 2015 14:56:19 -0400 Subject: [rt-users] procmail call to rt-mailgate fails In-Reply-To: References: Message-ID: On Fri, Aug 28, 2015 at 1:52 PM, Asif Iqbal wrote: > > MAILDIR=$HOME/Maildir > DEFAULT=$MAILDIR/mbox > LOGFILE=$HOME/procmail.log > LOCKFILE=$HOME/lockmail > VERBOSE=on > :0 > |/usr/sbin/rt-mailgate --queue IPANEMA --action correspond --url > https://ticket.example.net > > procmail: [15376] Fri Aug 28 13:19:04 2015 > procmail: Assigning "LASTFOLDER=/usr/sbin/rt-mailgate --queue IPANEMA > --action correspond --url https://ticket.example.net" > procmail: [15376] Fri Aug 28 13:19:04 2015 > procmail: Executing > "/usr/sbin/rt-mailgate,--queue,IPANEMA,--action,correspond,--url, > https://ticket.example.net" > procmail: Notified comsat: "ipanema@:/usr/sbin/rt-mailgate --queue > IPANEMA --action correspond --url https://ticket.example.net" > From axisys Fri Aug 28 13:19:04 2015 > Folder: /usr/sbin/rt-mailgate --queue IPANEMA --action correspo 660 > procmail: Unlocking "/home/ipanema/lockmail" > /usr/sbin/rt-mailgate: Couldn't create temp file, using memory > error: Error in tempdir() using /tmp/XXXXXXXXXX: Could not create > directory /tmp/Rf_FTTAo4f: Permission denied at /usr/sbin/rt-mailgate line > 273 > > An Error Occurred > ================= > > 500 Can't connect to ticket.example.net:443 (connect: Permission denied) > > Any suggestion why rt-mailgate is failing? > > This works just fine > > foo: "|/usr/sbin/rt-mailgate --queue IPANEMA --action correspond --url > https://ticket.example.net" > > I am using rt-mailgate from rt4-mailgate-4.0.19-2.sdl6.noarch on centos 6.7 > > It was selinux issue. Now all good. -- 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 jeff at brit.com Fri Aug 28 18:35:42 2015 From: jeff at brit.com (Jeff Mundine) Date: Fri, 28 Aug 2015 17:35:42 -0500 Subject: [rt-users] rt cluster using postgres Message-ID: <1440801342.4180.1566.camel@mundine> I had an idea to cluster RT, using postgres to synchronize the different RT servers. The only issue I have, is if the DB's stop talking to eachother, then there would be a problem with the ticket sequencing. (you would get duplicate tickets for the same id). I've tried to look around for something like modifying the ticket id. I know it's numeric only, but haven't found much to do something like have one server do odd numbers, the other even or some such.. Any ideas of a way to do this, or is it simply not possible at this time. Also, any other reasons or possible problems anyone could see with this? My secondary step, is just to run 1 instance, but use the postgres replication and probably rsync for a hot standby. From joe at josephdwagner.info Fri Aug 28 19:12:16 2015 From: joe at josephdwagner.info (Joseph D. Wagner) Date: Fri, 28 Aug 2015 16:12:16 -0700 Subject: [rt-users] rt cluster using postgres In-Reply-To: <1440801342.4180.1566.camel@mundine> References: <1440801342.4180.1566.camel@mundine> Message-ID: <55E0EAD0.5040603@josephdwagner.info> I think your solution is going to come from postgres, rather than RT. I believe Ticket ID's come from tickets_id_seq. You could set them to increment by 2, with one starting at an even number and another starting at an odd number. See: http://www.postgresql.org/docs/9.4/static/sql-createsequence.html However, I don't have enough experience with clustering to know if that's a good idea. Here's some info on postgres that could be useful to your situation: https://wiki.postgresql.org/wiki/Replication,_Clustering,_and_Connection_Pooling Joseph Wagner On 08/28/2015 03:35 PM, Jeff Mundine wrote: > I had an idea to cluster RT, using postgres to synchronize the different > RT servers. > The only issue I have, is if the DB's stop talking to eachother, then > there would be a problem with the ticket sequencing. (you would get > duplicate tickets for the same id). > > I've tried to look around for something like modifying the ticket id. I > know it's numeric only, but haven't found much to do something like have > one server do odd numbers, the other even or some such.. > Any ideas of a way to do this, or is it simply not possible at this > time. > > Also, any other reasons or possible problems anyone could see with this? > > > My secondary step, is just to run 1 instance, but use the postgres > replication and probably rsync for a hot standby. > > From support at pureview.com Fri Aug 28 21:05:58 2015 From: support at pureview.com (support at pureview.com) Date: Fri, 28 Aug 2015 21:05:58 -0400 Subject: [rt-users] RT CLI CF query operators In-Reply-To: <55DEA6D5.9090407@netcologne.de> References: <55DEA6D5.9090407@netcologne.de> Message-ID: Loos, Thank you for the help but after I rectified the typo. I still getting a different errors. rt list -i 'CF.{Modtrak} > 0 AND Created >= "2015-07-01" AND Created <= "2015-07-31"' rt: Invalid query: 'Wrong query, expecting a AGGREGATOR in 'CF.{Modtrak} > 0 AND Created >='"2015-07-01'>" AND Created <='"<--here2015-07-31'"' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130. Stack: [/opt/rt4/sbin/../lib/RT/SQL.pm:130] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2979] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2997] [/opt/rt4/share/html/REST/1.0/search/ticket:89] [/opt/rt4/share/html/REST/1.0/autohandler:54] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] '. Invalid query: 'Wrong query, expecting a AGGREGATOR in 'CF.{Modtrak} > 0 AND Created >='"2015-07-01'>" AND Created <='"<--here2015-07-31'"' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130. Stack: [/opt/rt4/sbin/../lib/RT/SQL.pm:130] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2979] [/opt/rt4/sbin/../lib/RT/Tickets.pm:2997] [/opt/rt4/share/html/REST/1.0/search/ticket:89] [/opt/rt4/share/html/REST/1.0/autohandler:54] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] > Am 26.08.2015 um 21:25 schrieb support at pureview.com: >> rt list -i "'CF.{Modtrak}' > 0 AND Created >= '2015-07-01' AND Create <= >> '2015-07-31'" >> rt: Invalid query: 'Unknown field 'Create' in ''CF.{Modtrak}' > 0 AND >> Created >= '2015-07-01' AND Create <= '2015-07-31'' at >> /opt/rt4/sbin/../lib/RT/Tickets.pm line 2943. > > The error message says all. > It's just a typo, the ticket field is called Created and not Create. > > Chris > From jeffrey.pilant at bayer.com Mon Aug 31 10:45:46 2015 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Mon, 31 Aug 2015 14:45:46 +0000 Subject: [rt-users] Custom Charting and Tables Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E53CDA@MOXCXM.na.bayer.cnb> Anton Panetta wrote: >Hi There >I'm curious if anyone else has attempted or found a way to achieve this. >What I am >Able to make is this (sort for the lack of formatting) > > Ticket >Queue Status count > new 11 > open 5 > rejected 1 >BPA resolved 7 > new 2 > open 3 > rejected 2 >COO Projects resolved 6 > new 8 > open 3 > resolved 1 >DI stalled 1 > new 6 >Finance resolved 5 > new 12 >IT BI Requests stalled 1 > new 8 > open 8 >IT Helpdesk resolved 42 > new 18 > open 1 > resolved 2 >IT Projects stalled 1 >Total 0 154 > >What id like to make is closer to this > >Queue Open New Resolved Stalled Rejected Total >IT 1 5 10 2 0 18 >DI 2 5 10 3 0 20 >BI 3 5 10 2 0 20 >Project 4 5 10 3 1 23 >Total 10 20 40 10 1 > >The Idea is to include it in a dashboard. >I am aware that using the chat tool to make a table is a bit of a side way, I could possibly make do if I could make the tables run horizontal. >Regards >Anton You need to make a query that returns 6 values per queue. Pseudo SQL: select queue.name as queue, sumOpen, sumNew, sumResolved, sumStalled, sumRejected, sumTotal from queue where queue.disable = 0 join (select count(*) as sumOpen, queue.id from tickets where tickets.status = 'open' and tickers.queueid = queue.id) join (select count(*) as sumNew, queue.id from tickets where tickets.status = 'new' and tickers.queueid = queue.id) join (select count(*) as sumResolved, queue.id from tickets where tickets.status = 'resolved' and tickers.queueid = queue.id) join (select count(*) as sumStalled, queue.id from tickets where tickets.status = 'stalled' and tickers.queueid = queue.id) join (select count(*) as sumRejected, queue.id from tickets where tickets.status = 'rejected' and tickers.queueid = queue.id) join (select count(*) as sumTotal, queue.id from tickets where tickets.status in ('open','new','resolved','stalled','rejected') and tickers.queueid = queue.id) As I don't have easy access to the database, I am not sure I have the syntax or table names correct. But this should give you an idea of what you need. Basically, you need to gather the sum of tickets for each type by queue, and then list them all at once. That needs multiple joins to achieve. /jeff ________________________________________________________________________ The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From lcadoret at keyyo.com Mon Aug 31 11:24:51 2015 From: lcadoret at keyyo.com (=?UTF-8?Q?Lo=c3=afc_Cadoret?=) Date: Mon, 31 Aug 2015 17:24:51 +0200 Subject: [rt-users] scrip to delete a Cc adress in a ticket Message-ID: <55E471C3.1030705@keyyo.com> Hi RT user followers ! I need your help on my scrip creation. Here is my need : I would like to delete a Cc address if this address is the same that the RT queue response mail address. We are running RT 3.8.11 (update to RT 4.2.x is currently not an option) I need that because the email domain given to a customer to create a ticket is different from the one set in RT. We made a forward from this email address to RT one but when a mail is sent and the ticket created, RT add the email as Cc of the ticket. Thanks very much for your help. -- Loic Cadoret IT Technician Keyyo From max.deasy at southwestern.ie Mon Aug 31 11:09:53 2015 From: max.deasy at southwestern.ie (Moose) Date: Mon, 31 Aug 2015 08:09:53 -0700 (MST) Subject: [rt-users] Problem with extension RepeatTicket In-Reply-To: <1440587680037-60533.post@n7.nabble.com> References: <1439980784946-60471.post@n7.nabble.com> <1439996368859-60475.post@n7.nabble.com> <1440058879710-60478.post@n7.nabble.com> <1440140066609-60493.post@n7.nabble.com> <1440409984532-60502.post@n7.nabble.com> <1440412809201-60504.post@n7.nabble.com> <1440500257424-60516.post@n7.nabble.com> <1440515099224-60522.post@n7.nabble.com> <1440587680037-60533.post@n7.nabble.com> Message-ID: <1441033793374-60560.post@n7.nabble.com> There is no problem with Repeat Ticket (that I am aware of), the problem was between our ears! It seems that we both misunderstood how these recurrences work. The four cronjobs are doing exactly what they should. As are the ticket recurrence settings. Basically, the repeated ticket due date is controlled by the "Ticket lead time" setting. The repeated ticket starts date is controlled by the "Recurrence pattern". These are what we should have been paying attention to, not the ticket creation event. The cronjob may create a repeated ticket on Monday but that repeated ticket will not be due to start until the following Thursday. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60560.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Mon Aug 31 12:17:22 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 31 Aug 2015 11:17:22 -0500 Subject: [rt-users] scrip to delete a Cc adress in a ticket In-Reply-To: <55E471C3.1030705@keyyo.com> References: <55E471C3.1030705@keyyo.com> Message-ID: On Mon, Aug 31, 2015 at 10:24 AM, Lo?c Cadoret wrote: > Hi RT user followers ! > > I need your help on my scrip creation. > > Here is my need : > > I would like to delete a Cc address if this address is the same that the RT > queue response mail address. Create a scrip. They can do pretty much anything at anytime in the ticket's life. -m From jblaine at kickflop.net Mon Aug 31 09:39:19 2015 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 31 Aug 2015 09:39:19 -0400 Subject: [rt-users] Pg FTS query works, RT search returns 0 results ( was: '.' as delimiter/boundary breaks domain name searches) In-Reply-To: <20141002150822.GM11672@aart.rice.edu> References: <542C5B13.5070508@kickflop.net> <20141002145656.GE2951@jibsheet.com> <20141002150822.GM11672@aart.rice.edu> Message-ID: <55E45907.3040803@kickflop.net> I'm reviving this one time in case anyone has further ideas. * PostgreSQL 8.4.20 (RHEL 6.6) with FTS does the right thing when parsing an email address[1] * An RT 4.2.12 search for the same string returns 0 results[2]. I'm 98% certain the ticket *is* indexed though as other queries return it[2]. * The rt-fulltext-indexer script runs every 10 minutes and has no errors. Jeff Footnote 1: rt4=# SELECT alias, description, token FROM ts_debug('foo at domain.com'); alias | description | token -------+---------------+---------------- email | Email address | foo at domain.com (1 row) rt4=# SELECT alias, description, token FROM ts_debug(''); alias | description | token -------+---------------+---------------- blank | Space symbols | < email | Email address | foo at domain.com blank | Space symbols | > (3 rows) rt4=# Footnote 2: Content LIKE 'foo at domain.com' 0 results Content LIKE 'domain.com' 0 results Content LIKE 'domain' 0 results Content LIKE 'another unique string in the ticket I am trying to hit' 1 result On 10/2/2014 11:08 AM, ktm at rice.edu wrote: > On Thu, Oct 02, 2014 at 10:56:56AM -0400, Kevin Falcone wrote: >> On Wed, Oct 01, 2014 at 03:50:43PM -0400, Jeff Blaine wrote: >>> [ Similar, but unrelated to my other message from 10 minutes ago. ] >>> >>> It appears any '.' is interpreted as a word boundary with >>> Pg full-text indexing turned on. >>> >>> Is that known to be true, or am I wrong? >>> >>> This breaks searches for FQDNs names in ticket contents. >>> >>> Searching for 'foobar' will hit foobar.org >>> >>> Searching for 'foobar.org' will not hit 'foobar.org' >> >> What FTS will match/return is dictated by your database and its >> configuration. >> >> Have you reviewed the Postgres full text search documentation for your >> release of Pg? >> >> http://www.postgresql.org/docs/8.4/static/textsearch.html >> >> -kevin > > > Wow! PostgreSQL 8.4, 4 major releases back! I cannot be certain that I > am recalling this correctly, but the default parser in older versions > of PostgreSQL did have that behavior. I do not know when they made the > change to fix it. What do you get when you run: > > rt3=# select plainto_tsquery('rice.edu'); > plainto_tsquery > ----------------- > 'rice.edu' > (1 row) > > I seem to recall that in the older version when I saw this issue, it > returned: > > plainto_tsquery > ----------------- > 'rice' & 'edu' > > You may be able to make a custom config for your text search using > the definitions from the current release. I just ended up searching > for 'rice' instead of 'rice.edu', for example. > > Regards, > Ken > -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From rtusers-20090205 at billmail.scconsult.com Mon Aug 31 23:09:25 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Mon, 31 Aug 2015 23:09:25 -0400 Subject: [rt-users] Pg FTS query works, RT search returns 0 results ( was: '.' as delimiter/boundary breaks domain name searches) In-Reply-To: <55E45907.3040803@kickflop.net> References: <542C5B13.5070508@kickflop.net> <20141002145656.GE2951@jibsheet.com> <20141002150822.GM11672@aart.rice.edu> <55E45907.3040803@kickflop.net> Message-ID: <98B3B66A-4AB4-4761-8270-7DDA89B727C3@billmail.scconsult.com> On 31 Aug 2015, at 9:39, Jeff Blaine wrote: > I'm reviving this one time in case anyone has further ideas. > > * PostgreSQL 8.4.20 (RHEL 6.6) with FTS does the right > thing when parsing an email address[1] I question that. I know that with Pg 9.0 the FTS indexer does arguably "right" things in parsing email addresses, hostnames, and IP addresses BUT that behavior effectively hides the octets inside an IP, the host and domain name elements in a hostname, and the local and domain parts of an email address. For our business (customized hosting & related services) this made the indexing do more harm than good. We have adequate capacity (and suitable config) on our DB server to handle most of the searches we need to do in reasonable time without the indexing, so we disabled it.