From Bernhard.Eierschmalz at scheppach.com  Wed Jul  1 01:41:22 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Wed, 1 Jul 2015 05:41:22 +0000
Subject: [rt-users] HTML from Article
Message-ID: <97344147CBA1644584462D6D81C43CE4CE8726B6@svex.scheppach.local>

Hello,

is it possible to use Articles in HTML format (e.g. to design a table from an article)?

Best regards
Bernhard
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From russell at jonesmail.me  Wed Jul  1 12:55:25 2015
From: russell at jonesmail.me (Russell Jones)
Date: Wed, 01 Jul 2015 11:55:25 -0500
Subject: [rt-users] Confused about --transaction flag for rt-crontool
Message-ID: <55941B7D.7000903@jonesmail.me>

Hi all,

I am working on the proper syntax for using rt-crontool to send 
"reminder" emails to a requestor when a ticket's LastUpdated status is 
14 days old. I've worked out the syntax but am having difficulty 
understanding how the --transaction flag comes into play. I have read 
the automating RT documents already.

If I don't use --transaction, I get an error about the Ticket->Id field 
in my template. If I do use --transaction the email sends out fine. But, 
if I use --transaction first it will skip over sending an email to the 
Requestor with the following message:

  not sending to <email>, creator of the transaction, due to NotifyActor 
setting

This leads me to believe that if a ticket gets sent in then just idles 
with nothing being done on it, the ticket creation transaction itself 
will be both the first and last transaction on the ticket, so the 
requestor will never get the "nag" email I am trying to send to them 
regardless of if I use --transaction first or --transaction last.

The syntax I am using for rt-crontool is:

    ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
    "Id = '33'" --action RT::Action::Notify --action-arg All --template
    'Idle Reminder' --transaction first


My nag email template I am using for testing is:

    Subject: AutoReply: {$Ticket->Subject}

    This is an idle reminder for ticket {$Ticket->id}


So, my questions are:

1) What is the proper way of sending a nag email if this is not the 
right way?
2) If this is the right way, how can I ensure the nag email will get 
sent to the requestor regardless of the NotifyActor setting?
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From russell at jonesmail.me  Wed Jul  1 13:17:21 2015
From: russell at jonesmail.me (Russell Jones)
Date: Wed, 01 Jul 2015 12:17:21 -0500
Subject: [rt-users] Confused about --transaction flag for rt-crontool
In-Reply-To: <55941B7D.7000903@jonesmail.me>
References: <55941B7D.7000903@jonesmail.me>
Message-ID: <559420A1.2090002@jonesmail.me>

I've found the --action-arg "AlwaysNotifyActor" setting, so that got me 
past my issue with the "not sending to....due to NotifyActor setting" 
message and everyone I would expect to get the notification is now 
getting it.

I am still unsure how rt-crontool interfaces with the --transaction 
flags, nor why it matters, and if/why it matters in my use case. Any 
help shedding light on how to properly "Do The Right Thing*?*" is 
appreciated!


On 7/1/2015 11:55 AM, Russell Jones wrote:
> Hi all,
>
> I am working on the proper syntax for using rt-crontool to send 
> "reminder" emails to a requestor when a ticket's LastUpdated status is 
> 14 days old. I've worked out the syntax but am having difficulty 
> understanding how the --transaction flag comes into play. I have read 
> the automating RT documents already.
>
> If I don't use --transaction, I get an error about the Ticket->Id 
> field in my template. If I do use --transaction the email sends out 
> fine. But, if I use --transaction first it will skip over sending an 
> email to the Requestor with the following message:
>
>  not sending to <email>, creator of the transaction, due to 
> NotifyActor setting
>
> This leads me to believe that if a ticket gets sent in then just idles 
> with nothing being done on it, the ticket creation transaction itself 
> will be both the first and last transaction on the ticket, so the 
> requestor will never get the "nag" email I am trying to send to them 
> regardless of if I use --transaction first or --transaction last.
>
> The syntax I am using for rt-crontool is:
>
>     ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
>     "Id = '33'" --action RT::Action::Notify --action-arg All
>     --template 'Idle Reminder' --transaction first
>
>
> My nag email template I am using for testing is:
>
>     Subject: AutoReply: {$Ticket->Subject}
>
>     This is an idle reminder for ticket {$Ticket->id}
>
>
> So, my questions are:
>
> 1) What is the proper way of sending a nag email if this is not the 
> right way?
> 2) If this is the right way, how can I ensure the nag email will get 
> sent to the requestor regardless of the NotifyActor setting?

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From russell at jonesmail.me  Wed Jul  1 16:31:50 2015
From: russell at jonesmail.me (Russell Jones)
Date: Wed, 01 Jul 2015 15:31:50 -0500
Subject: [rt-users] Confused about --transaction flag for rt-crontool
In-Reply-To: <559420A1.2090002@jonesmail.me>
References: <55941B7D.7000903@jonesmail.me> <559420A1.2090002@jonesmail.me>
Message-ID: <55944E36.2010008@jonesmail.me>

One further update,

I have found that the "From" name being sent via RT::Action::Notify is 
being set to whoever was the sender of the transaction that is being 
chosen via --transaction first/last. I can override the "From" name via 
the template, but I'm not sure this is the right thing to do. I feel 
like I am missing something configuration-wise with RT::Action::Notify.



On 7/1/2015 12:17 PM, Russell Jones wrote:
> I've found the --action-arg "AlwaysNotifyActor" setting, so that got 
> me past my issue with the "not sending to....due to NotifyActor 
> setting" message and everyone I would expect to get the notification 
> is now getting it.
>
> I am still unsure how rt-crontool interfaces with the --transaction 
> flags, nor why it matters, and if/why it matters in my use case. Any 
> help shedding light on how to properly "Do The Right Thing*?*" is 
> appreciated!
>
>
> On 7/1/2015 11:55 AM, Russell Jones wrote:
>> Hi all,
>>
>> I am working on the proper syntax for using rt-crontool to send 
>> "reminder" emails to a requestor when a ticket's LastUpdated status 
>> is 14 days old. I've worked out the syntax but am having difficulty 
>> understanding how the --transaction flag comes into play. I have read 
>> the automating RT documents already.
>>
>> If I don't use --transaction, I get an error about the Ticket->Id 
>> field in my template. If I do use --transaction the email sends out 
>> fine. But, if I use --transaction first it will skip over sending an 
>> email to the Requestor with the following message:
>>
>>  not sending to <email>, creator of the transaction, due to 
>> NotifyActor setting
>>
>> This leads me to believe that if a ticket gets sent in then just 
>> idles with nothing being done on it, the ticket creation transaction 
>> itself will be both the first and last transaction on the ticket, so 
>> the requestor will never get the "nag" email I am trying to send to 
>> them regardless of if I use --transaction first or --transaction last.
>>
>> The syntax I am using for rt-crontool is:
>>
>>     ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
>>     "Id = '33'" --action RT::Action::Notify --action-arg All
>>     --template 'Idle Reminder' --transaction first
>>
>>
>> My nag email template I am using for testing is:
>>
>>     Subject: AutoReply: {$Ticket->Subject}
>>
>>     This is an idle reminder for ticket {$Ticket->id}
>>
>>
>> So, my questions are:
>>
>> 1) What is the proper way of sending a nag email if this is not the 
>> right way?
>> 2) If this is the right way, how can I ensure the nag email will get 
>> sent to the requestor regardless of the NotifyActor setting?
>

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From romanmassey at gmail.com  Wed Jul  1 22:23:29 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Wed, 1 Jul 2015 19:23:29 -0700
Subject: [rt-users] Code to get list of a custom field's values (almost
	there)
Message-ID: <C4FA92C8-3003-46BC-8A1F-53F945F652C3@gmail.com>

Hi Guys, Looking for some advice on a script to fetch list of a custom field?s values. At the moment it?s printing "RT::CustomFieldValue=HASH(0x91f22b0)?. I?m obviously missing something silly and would really appreciate a guru?s touch!

my $clientcustomfield = RT::CustomFieldValues->new($RT::SystemUser);
$clientcustomfield->LimitToCustomField(45);

my $clients = $clientcustomfield;

while (my $client = $clients->Next ) {
        print $client;
        print "\n";
}


?
Roman Massey

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From josep.andres at bsc.es  Thu Jul  2 08:55:22 2015
From: josep.andres at bsc.es (=?UTF-8?B?Sm9zZXAgTWFuZWwgQW5kcsOpcw==?=)
Date: Thu, 02 Jul 2015 14:55:22 +0200
Subject: [rt-users] RT 3.8.8 upgrade stacked on database upgrade
Message-ID: <559534BA.5020703@bsc.es>

Hi all,
I went through all the documentation that I've found to upgrade from 
3.8.8 to 4.2.11(from old server to a new one) so what I am doing is:
I am using SLES12, MariaDB 10.0.16

-Create DDBB for the rt04
MariaDB [(none)]> create database rt4;

-Load rt3 dump to the new DDBB named rt4
mysql -u root -p --default-character-set=binary rt4 < /srv/tmp/rt3.sql

-Create schema
perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user rt_pass > queries.sql

-Load schema
mysql -u rt_user -p rt4 < queries.sql

-Make upgrade
make upgrade-database

And at this point the upgrade stops and drops an error (after filling up 
the disk). I've got a 10G database within a 100G hard drive,

Proceed [y/N]:y
Processing 3.8.9
Now inserting data.
Processing 3.9.1
Now inserting data.
Processing 3.9.2
Now inserting data.
Processing 3.9.3
Now populating database schema.
Processing 3.9.5
Now populating database schema.
[11216] [Thu Jul  2 12:50:44 2015] [critical]: DBD::mysql::st execute 
failed: Lost connection to MySQL server during query at 
/root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552. 
(/root/rt-4.2.11/sbin/../lib/RT.pm:389)
DBD::mysql::st execute failed: Lost connection to MySQL server during 
query at /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552.
Makefile:389: recipe for target 'upgrade-database' failed
make: *** [upgrade-database] Error 9



The file that is taking up the space is:

#sql-ib162-2876089901.ibd nearly 80G


Those are the logs from /var/log/mysql/mysqld.log

It is possible that mysqld could use up to
key_buffer_size + (read_buffer_size + sort_buffer_size)*max_threads = 
137034 K  bytes of memory
Hope that's ok; if not, decrease some variables in the equation.

Thread pointer: 0x0x0
Attempting backtrace. You can use the following information to find out
where mysqld died. If you see no messages after this, something went
terribly wrong...
stack_bottom = 0x0 thread_stack 0x48000
/usr/sbin/mysqld(my_print_stacktrace+0x29)[0xb72d89]
/usr/sbin/mysqld(handle_fatal_signal+0x515)[0x71dbc5]
/lib64/libpthread.so.0(+0xf890)[0x7f1effc44890]
/lib64/libc.so.6(gsignal+0x37)[0x7f1efea5b187]
/lib64/libc.so.6(abort+0x118)[0x7f1efea5c538]
/usr/sbin/mysqld[0x9eef64]
/lib64/libpthread.so.0(+0x80a4)[0x7f1effc3d0a4]
/lib64/libc.so.6(clone+0x6d)[0x7f1efeb0b08d]
The manual page at http://dev.mysql.com/doc/mysql/en/crashing.html contains
information that should help you find out what is causing the crash.
150702 14:50:45 mysqld_safe Number of processes running now: 0
150702 14:50:45 mysqld_safe mysqld restarted
150702 14:50:46 [Note] InnoDB: Using mutexes to ref count buffer pool pages
150702 14:50:46 [Note] InnoDB: The InnoDB memory heap is disabled
150702 14:50:46 [Note] InnoDB: Mutexes and rw_locks use GCC atomic builtins
150702 14:50:46 [Note] InnoDB: Memory barrier is not used
150702 14:50:46 [Note] InnoDB: Compressed tables use zlib 1.2.8


I would really appreciate any help on this.

Best regards.
Josep

WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From josep.andres at bsc.es  Thu Jul  2 09:05:29 2015
From: josep.andres at bsc.es (=?UTF-8?B?Sm9zZXAgTWFuZWwgQW5kcsOpcw==?=)
Date: Thu, 02 Jul 2015 15:05:29 +0200
Subject: [rt-users] RT 3.8.8 upgrade stacked on database upgrade
In-Reply-To: <559534BA.5020703@bsc.es>
References: <559534BA.5020703@bsc.es>
Message-ID: <55953719.9000106@bsc.es>

Well, I've just realized that the schema upgrade was not needed for 
moving from 3.8.8 to 4.x.x, but however I have had the same issue, the 
hard drive is filling when doing:

make upgrade-database

On 02/07/15 14:55, Josep Manel Andr?s wrote:
> Hi all,
> I went through all the documentation that I've found to upgrade from
> 3.8.8 to 4.2.11(from old server to a new one) so what I am doing is:
> I am using SLES12, MariaDB 10.0.16
>
> -Create DDBB for the rt04
> MariaDB [(none)]> create database rt4;
>
> -Load rt3 dump to the new DDBB named rt4
> mysql -u root -p --default-character-set=binary rt4 < /srv/tmp/rt3.sql
>
> -Create schema
> perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user rt_pass > queries.sql
>
> -Load schema
> mysql -u rt_user -p rt4 < queries.sql
>
> -Make upgrade
> make upgrade-database
>
> And at this point the upgrade stops and drops an error (after filling up
> the disk). I've got a 10G database within a 100G hard drive,
>
> Proceed [y/N]:y
> Processing 3.8.9
> Now inserting data.
> Processing 3.9.1
> Now inserting data.
> Processing 3.9.2
> Now inserting data.
> Processing 3.9.3
> Now populating database schema.
> Processing 3.9.5
> Now populating database schema.
> [11216] [Thu Jul  2 12:50:44 2015] [critical]: DBD::mysql::st execute
> failed: Lost connection to MySQL server during query at
> /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552.
> (/root/rt-4.2.11/sbin/../lib/RT.pm:389)
> DBD::mysql::st execute failed: Lost connection to MySQL server during
> query at /root/rt-4.2.11/sbin/../lib/RT/Handle.pm line 552.
> Makefile:389: recipe for target 'upgrade-database' failed
> make: *** [upgrade-database] Error 9
>
>
>
> The file that is taking up the space is:
>
> #sql-ib162-2876089901.ibd nearly 80G
>
>
> Those are the logs from /var/log/mysql/mysqld.log
>
> It is possible that mysqld could use up to
> key_buffer_size + (read_buffer_size + sort_buffer_size)*max_threads =
> 137034 K  bytes of memory
> Hope that's ok; if not, decrease some variables in the equation.
>
> Thread pointer: 0x0x0
> Attempting backtrace. You can use the following information to find out
> where mysqld died. If you see no messages after this, something went
> terribly wrong...
> stack_bottom = 0x0 thread_stack 0x48000
> /usr/sbin/mysqld(my_print_stacktrace+0x29)[0xb72d89]
> /usr/sbin/mysqld(handle_fatal_signal+0x515)[0x71dbc5]
> /lib64/libpthread.so.0(+0xf890)[0x7f1effc44890]
> /lib64/libc.so.6(gsignal+0x37)[0x7f1efea5b187]
> /lib64/libc.so.6(abort+0x118)[0x7f1efea5c538]
> /usr/sbin/mysqld[0x9eef64]
> /lib64/libpthread.so.0(+0x80a4)[0x7f1effc3d0a4]
> /lib64/libc.so.6(clone+0x6d)[0x7f1efeb0b08d]
> The manual page at http://dev.mysql.com/doc/mysql/en/crashing.html contains
> information that should help you find out what is causing the crash.
> 150702 14:50:45 mysqld_safe Number of processes running now: 0
> 150702 14:50:45 mysqld_safe mysqld restarted
> 150702 14:50:46 [Note] InnoDB: Using mutexes to ref count buffer pool pages
> 150702 14:50:46 [Note] InnoDB: The InnoDB memory heap is disabled
> 150702 14:50:46 [Note] InnoDB: Mutexes and rw_locks use GCC atomic builtins
> 150702 14:50:46 [Note] InnoDB: Memory barrier is not used
> 150702 14:50:46 [Note] InnoDB: Compressed tables use zlib 1.2.8
>
>
> I would really appreciate any help on this.
>
> Best regards.
> Josep

-- 
Josep Manel Andr?s (josep.andres at bsc.es)
Operations - Barcelona Supercomputing Centre
C/ Jordi Girona, 31  http://www.bsc.es
08034 Barcelona, Spain Tel: +34-93-405 42 14
e-mail: systems at bsc.es Fax: +34-93-413 77 21
-----------------------------------------------

WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From barton at bywatersolutions.com  Thu Jul  2 10:41:24 2015
From: barton at bywatersolutions.com (Barton Chittenden)
Date: Thu, 2 Jul 2015 10:41:24 -0400
Subject: [rt-users] Code to get list of a custom field's values (almost
	there)
In-Reply-To: <C4FA92C8-3003-46BC-8A1F-53F945F652C3@gmail.com>
References: <C4FA92C8-3003-46BC-8A1F-53F945F652C3@gmail.com>
Message-ID: <CAMSJbVu7_NAsVzgQLcUSAg5q14hmozKM_NmuH0-Gs-FsXHO5yA@mail.gmail.com>

In this case, $client is a reference to a hash. You can't print it
directly, but you can print the contents using Data::Dumper.

I think this should work:

use Data::Dumper;
my $clientcustomfield = RT::CustomFieldValues->new($RT::SystemUser);
$clientcustomfield->LimitToCustomField(45);

my $clients = $clientcustomfield;

while (my $client = $clients->Next ) {
        print dumper $client;
        print "\n";
}



On Wed, Jul 1, 2015 at 10:23 PM, Roman Massey <romanmassey at gmail.com> wrote:

> Hi Guys, Looking for some advice on a script to fetch list of a custom
> field?s values. At the moment it?s
> printing "RT::CustomFieldValue=HASH(0x91f22b0)?. I?m obviously missing
> something silly and would really appreciate a guru?s touch!
>
> my $clientcustomfield = RT::CustomFieldValues->new($RT::SystemUser);
> $clientcustomfield->LimitToCustomField(45);
>
> my $clients = $clientcustomfield;
>
> while (my $client = $clients->Next ) {
>         print $client;
>         print "\n";
> }
>
>
> ?
> Roman Massey
>
>
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From jeffrey.pilant at bayer.com  Thu Jul  2 12:40:59 2015
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Thu, 2 Jul 2015 16:40:59 +0000
Subject: [rt-users] RT 3.8.8 upgrade stacked on database upgrade
Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E2D905@MOXCXR.na.bayer.cnb>

On 02/07/15 14:55, Josep Manel Andr?s wrote:
> make upgrade-database
>
> And at this point the upgrade stops and drops an error (after filling up
> the disk). I've got a 10G database within a 100G hard drive,
  :
  :
> The file that is taking up the space is:
>
> #sql-ib162-2876089901.ibd nearly 80G
>
> Those are the logs from /var/log/mysql/mysqld.log

The web at:
	http://dev.mysql.com/doc/refman/5.5/en/glossary.html#glos_ibd_file
states:
  .ibd file
      The data file for file-per-table tablespaces and general tablespaces.
      File-per-table tablespace .idb files contain a single table and
      associated index data. General tablespace .idb files may contain
      table and index data for multiple tables. General tablespaces were
      introduced in MySQL 5.7.6.

      The .ibd file extension does not apply to the system tablespace, 
      which consists of the ibdata files.

      If a file-per-table table is created with the DATA DIRECTORY = clause
      (in MySQL 5.6 and higher), the .ibd file is located outside the
      normal database directory, and is pointed to by a .isl file.

Look into what is making this file.  Maybe that will give a clue.

I'm new at this application, but old at debugging.

/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
________________________________________________________________________


From jeffrey.pilant at bayer.com  Thu Jul  2 13:13:29 2015
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Thu, 2 Jul 2015 17:13:29 +0000
Subject: [rt-users] RT 3.8.8 upgrade stacked on database upgrade
Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E2D920@MOXCXR.na.bayer.cnb>

Joop wrote:
>Have a look at the upgrade-articles script and see if other things might
>be missing. From the above it looks like the 'update links' step didn't
>work out OK.

I checked the script.  The Links were already done before the error.
The Transactions, failed, but my manual update did the equivalent.
The Transactions update of the AddLink was a no-op since the matching
Conditions would have matched no records.
The same for the Attributes, as it matched no records.
Looks like I am OK.

Thanks for your help.

/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
________________________________________________________________________


From romanmassey at gmail.com  Fri Jul  3 15:40:16 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Fri, 3 Jul 2015 12:40:16 -0700
Subject: [rt-users] Code to get list of a custom field's values (almost
	there)
In-Reply-To: <CAMSJbVu7_NAsVzgQLcUSAg5q14hmozKM_NmuH0-Gs-FsXHO5yA@mail.gmail.com>
References: <C4FA92C8-3003-46BC-8A1F-53F945F652C3@gmail.com>
 <CAMSJbVu7_NAsVzgQLcUSAg5q14hmozKM_NmuH0-Gs-FsXHO5yA@mail.gmail.com>
Message-ID: <D9C84036-D3B7-4AC9-89B4-1D577A604910@gmail.com>

Thanks Barton!

That wasn?t exactly what I wanted but it helped me figure it out! btw I had to capitalize Dumper in ?print Dumper $client;? for it to work. But seeing everything that came out of the ?dumper? let me know the innards of the RT::CustomFieldValue.

The code I ended up using:

my $clientcustomfield = RT::CustomFieldValues->new($RT::SystemUser);
$clientcustomfield->LimitToCustomField(45);

my $clients = $clientcustomfield;

while (my $client = $clients->Next ) {
        print $client->Name;
        print "\n";
}

?
Roman Massey

> On Jul 2, 2015, at 7:41 AM, Barton Chittenden <barton at bywatersolutions.com> wrote:
> 
> In this case, $client is a reference to a hash. You can't print it directly, but you can print the contents using Data::Dumper.
> 
> I think this should work:
> 
> use Data::Dumper;
> my $clientcustomfield = RT::CustomFieldValues->new($RT::SystemUser);
> $clientcustomfield->LimitToCustomField(45);
> 
> my $clients = $clientcustomfield;
> 
> while (my $client = $clients->Next ) {
>         print dumper $client;
>         print "\n";
> }
> 
> 
> 
> On Wed, Jul 1, 2015 at 10:23 PM, Roman Massey <romanmassey at gmail.com <mailto:romanmassey at gmail.com>> wrote:
> Hi Guys, Looking for some advice on a script to fetch list of a custom field?s values. At the moment it?s printing "RT::CustomFieldValue=HASH(0x91f22b0)?. I?m obviously missing something silly and would really appreciate a guru?s touch!
> 
> my $clientcustomfield = RT::CustomFieldValues->new($RT::SystemUser);
> $clientcustomfield->LimitToCustomField(45);
> 
> my $clients = $clientcustomfield;
> 
> while (my $client = $clients->Next ) {
>         print $client;
>         print "\n";
> }
> 
> 
> ?
> Roman Massey
> 
> 

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From chrisherrmann7 at gmail.com  Mon Jul  6 00:46:26 2015
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Mon, 6 Jul 2015 14:46:26 +1000
Subject: [rt-users] using date calcs in reports
Message-ID: <CAE+JXUU9UASoak473aXBUX1gcdfBmv4krXOMfUeLGZkb4uFTng@mail.gmail.com>

Hi all,

I can currently export a list of tickets with most of the data I need like
this:

rt list "queue = 'myqueue' and (  ( Status = 'open' or Status = 'new') OR
(  Resolved > '$startdate' ) )" -f
id,subject,status,timeworked,requestors,created,started,
lastupdated,resolved > /tmp/report.tsv

Now... what I'd like to do is calculate the difference between Created &
Started... I'm pretty sure that Date::Calc  -  Delta_DHMS will give me what
I want... but I'm not sure how to use this in the query above. Is that even
possible?

I know that there's an RT::Extension::SLA extension which I will also play
with in case it exposes some additional fields that give me the info I want
automagically... but figured I'd ask in case there is an easy way of using
this bit of perl to put the value I want into the output file in one step.

Thanks!

Chris
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From justin at webslice.eu  Mon Jul  6 06:54:46 2015
From: justin at webslice.eu (Justin Albstmeijer)
Date: Mon, 06 Jul 2015 11:54:46 +0100
Subject: [rt-users] layout of ticket replies in RT
Message-ID: <559A5E76.10507@webslice.eu>

Hello,

Using RT 4.0.10 without WYSIWYG editor.

I have two questions concerning the layout of ticket replies in RT.

When quoting an already quoted part of a message, RT seems to add a 
space between the '>' quoting character.
Can this space be disabled somewhere?

The second thing that happens is that line breaks get introduced, which 
gets a single '>' quoting character.
Can these line breaks be disabled and or the missing '>' quoting 
character be fixed somewhere?

here an example how it looks when hitting reply

On Fri Jul 03 18:47:51 2015, justin wrote:
 > Bert,
 >
 > > This a test line, test line, test line, test line, test line, test 
line,
 > test line
 > > This a test line, test line, test line, test line, test line, test 
line,
 > test line

Ideally it would look like;

On Fri Jul 03 18:47:51 2015, justin wrote:
 > Bert,
 >
 >> This a test line, test line, test line, test line, test line, test 
line, test line
 >> This a test line, test line, test line, test line, test line, test 
line, test line


Gr, Justin



From subjected at subjectedtochange.com  Mon Jul  6 19:57:07 2015
From: subjected at subjectedtochange.com (Subjected)
Date: Mon, 06 Jul 2015 19:57:07 -0400
Subject: [rt-users] Sending welcome emails automatically to new users
Message-ID: <559B15D3.5040207@subjectedtochange.com>

I'm trying to figure out how to send "welcome" emails to newly created 
RT users from new tickets. I know with incoming email, new tickets are 
being created just fine, but for each new user, I want to send them a 
"getting started" email with stuff like setting new password and howto's 
on using my support system.

We've been using RT for some time. The incoming email part works and 
creates new users as needed.

And I'm aware of this idea for auto-generating the self-service idea & 
new password and SendMail overlay for custom subject lines
http://requesttracker.wikia.com/wiki/AutogeneratedPassword
http://requesttracker.wikia.com/wiki/SendEmail

Using those 2 I can make a welcome email that sets a temporary password, 
along with howto instructions, and does not have the ticket# in the 
subject field. I also send the normal new ticket reply. So when I get a 
new user and their first request, it sends 2 emails, one for the 
new-ticket-created reply and another "welcome to the system." After 
that, only 1 email is sent back for each ticket.

I want to be able to do the same for requestors, cc's, etc, whether they 
exist at ticket creation or are later added.

Help?



From russell at jonesmail.me  Mon Jul  6 21:16:08 2015
From: russell at jonesmail.me (Russell Jones)
Date: Mon, 06 Jul 2015 20:16:08 -0500
Subject: [rt-users] How to access X-RT-Interface header from On Create scrip?
Message-ID: <559B2858.5010104@jonesmail.me>

I am trying to access the new X-RT-Interface header in order to 
determine within a Scrip if a ticket was created via Email or Web. 
However whenever I try to create a new ticket and use an On Create scrip 
to read this header, I get errors saying "Can't call method "GetHeader" 
on an undefined value".

Can anyone please provide an example of how to properly access this header?

Thank you!


From christophe.arbez at gmail.com  Tue Jul  7 09:01:04 2015
From: christophe.arbez at gmail.com (ARBEZ Christophe)
Date: Tue, 7 Jul 2015 15:01:04 +0200
Subject: [rt-users] alternative to edit comments
Message-ID: <CAH-fr8f+HZj1YKhaoL25CghS8izwKj2wq8eA901VQuaAtvH=CA@mail.gmail.com>

Hi all,

I know it is not possible to edit some message in RT. So, I would like how
you do for a comment if you make a mistake in the content or the time
worked ? For example, in a project or intern tickets in your company.
Is there an alternative to edit transactions like comments?

Thanks,

Christophe ARBEZ


*Christophe ARBEZ | Stagiaire d?veloppement*
Sylo?
803 rue de Pinville - 34000 Montpellier
T?l: +33983014518
Email: christophe.arbez at syloe.fr
www.syloe.fr <http://www.syloe.com/> | Blog.syloe.com
<http://blog.syloe.com/> | Twitter <https://twitter.com/Syloe_SARL> |
Facebook <https://www.facebook.com/pages/Sylo%C3%A9/188258434526095?ref=hl>
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From yan at seiner.com  Tue Jul  7 11:24:09 2015
From: yan at seiner.com (Yan Seiner)
Date: Tue, 7 Jul 2015 11:24:09 -0400
Subject: [rt-users] AD integration for external auth
Message-ID: <559BEF19.5090608@seiner.com>

I'm coming back to RT after a few years.  I am trying to set up external 
auth against our AD server.

I have a working implementation for mediawiki, so I know that it's 
possible on our system.  As far as possible I've duplicated the options 
from mediawiki/php to rt/perl, but I am still missing something 
important as all login attempts get rejected with a NoUser.

The only thing that I find different (and I'm searching my memory from a 
few years ago when I set up mediawiki) there is a line where the user 
name is pre-pended with the domain for AD:

$wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );

And I can't find anything like that in the RT config.

Does anyone have a working AD external auth they can share?

Thanks.

Here's the logfile snippet:

[4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use external 
auth service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with 
$username (yans) and $service (My_LDAP) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
username: yans , service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search ===  Base: 
ou=Staff,dc=hpm,dc=net == Filter: 
(&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs: 
cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: ( 
My_LDAP ) yans User not found 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
[4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called 
ExternalAuth. Response: (0, No User) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans from 
10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)

And here's the setup in RTSiteConfig.pm:

Plugin('RT::Authen::ExternalAuth');
Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
Set($ExternalSettings, {
      'My_LDAP'       =>  {
      'type'             =>  'ldap',
      'server'           =>  'file_print.hpm.net',
                 # By not passing 'user' and 'pass' we are using an 
anonymous
                 # bind, which some servers to not allow
      'base'             =>  'dc=hpm,dc=net',
      'filter'           =>  '(objectClass=inetOrgPerson)',
                 # Users are allowed to log in via email address or account
                 # name
      'attr_match_list'  => [
            'Name',
#           'EmailAddress',
            ],
                 # Import the following properties of the user from LDAP 
upon
                 # login
                 'attr_map' => {
                     'Name'         => 'sAMAccountName',
                     'EmailAddress' => 'mail',
                     'RealName'     => 'cn',
                     'WorkPhone'    => 'telephoneNumber',
                     'Address1'     => 'streetAddress',
                     'City'         => 'l',
                     'State'        => 'st',
                     'Zip'          => 'postalCode',
                     'Country'      => 'co',
                 },
             },
         } );



From trevor at onepost.net  Tue Jul  7 11:57:11 2015
From: trevor at onepost.net (Trev)
Date: Tue, 7 Jul 2015 11:57:11 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <559BEF19.5090608@seiner.com>
References: <559BEF19.5090608@seiner.com>
Message-ID: <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>

This may help:

http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html



On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner <yan at seiner.com> wrote:

> I'm coming back to RT after a few years.  I am trying to set up external
> auth against our AD server.
>
> I have a working implementation for mediawiki, so I know that it's
> possible on our system.  As far as possible I've duplicated the options
> from mediawiki/php to rt/perl, but I am still missing something important
> as all login attempts get rejected with a NoUser.
>
> The only thing that I find different (and I'm searching my memory from a
> few years ago when I set up mediawiki) there is a line where the user name
> is pre-pended with the domain for AD:
>
> $wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );
>
> And I can't find anything like that in the RT config.
>
> Does anyone have a working AD external auth they can share?
>
> Thanks.
>
> Here's the logfile snippet:
>
> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use external auth
> service: My_LDAP
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with
> $username (yans) and $service (My_LDAP)
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
> [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
> username: yans , service: My_LDAP
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
> [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search ===  Base:
> ou=Staff,dc=hpm,dc=net == Filter:
> (&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
> cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
> [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: ( My_LDAP
> ) yans User not found
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called
> ExternalAuth. Response: (0, No User)
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
> [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans from
> 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>
> And here's the setup in RTSiteConfig.pm:
>
> Plugin('RT::Authen::ExternalAuth');
> Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
> Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
> Set($ExternalSettings, {
>      'My_LDAP'       =>  {
>      'type'             =>  'ldap',
>      'server'           =>  'file_print.hpm.net',
>                 # By not passing 'user' and 'pass' we are using an
> anonymous
>                 # bind, which some servers to not allow
>      'base'             =>  'dc=hpm,dc=net',
>      'filter'           =>  '(objectClass=inetOrgPerson)',
>                 # Users are allowed to log in via email address or account
>                 # name
>      'attr_match_list'  => [
>            'Name',
> #           'EmailAddress',
>            ],
>                 # Import the following properties of the user from LDAP
> upon
>                 # login
>                 'attr_map' => {
>                     'Name'         => 'sAMAccountName',
>                     'EmailAddress' => 'mail',
>                     'RealName'     => 'cn',
>                     'WorkPhone'    => 'telephoneNumber',
>                     'Address1'     => 'streetAddress',
>                     'City'         => 'l',
>                     'State'        => 'st',
>                     'Zip'          => 'postalCode',
>                     'Country'      => 'co',
>                 },
>             },
>         } );
>
>
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From yan at seiner.com  Tue Jul  7 13:24:06 2015
From: yan at seiner.com (Yan Seiner)
Date: Tue, 7 Jul 2015 13:24:06 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
Message-ID: <559C0B36.8020704@seiner.com>

What format do you use for the username?

When I try hpm\yans which should, in theory, work, I get:

[5367] [Tue Jul  7 17:07:28 2015] [debug]: LDAP Search ===  Base: 
dc=hpm,dc=net == Filter: (&(objectClass=*)(sAMAccountName=hpm\5cyans)) 
== Attrs: sAMAccountName,mail 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)

Notice the mangled sAMAccountName=hpm\5cyans .  If this is what it is 
searching for, then we have a problem.   :)

--Yan

On 7/7/2015 11:57 AM, Trev wrote:
> This may help:
>
> http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
>
>
>
> On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner <yan at seiner.com 
> <mailto:yan at seiner.com>> wrote:
>
>     I'm coming back to RT after a few years.  I am trying to set up
>     external auth against our AD server.
>
>     I have a working implementation for mediawiki, so I know that it's
>     possible on our system.  As far as possible I've duplicated the
>     options from mediawiki/php to rt/perl, but I am still missing
>     something important as all login attempts get rejected with a NoUser.
>
>     The only thing that I find different (and I'm searching my memory
>     from a few years ago when I set up mediawiki) there is a line
>     where the user name is pre-pended with the domain for AD:
>
>     $wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );
>
>     And I can't find anything like that in the RT config.
>
>     Does anyone have a working AD external auth they can share?
>
>     Thanks.
>
>     Here's the logfile snippet:
>
>     [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use
>     external auth service: My_LDAP
>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
>     [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with
>     $username (yans) and $service (My_LDAP)
>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
>     [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
>     username: yans , service: My_LDAP
>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
>     [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search === Base:
>     ou=Staff,dc=hpm,dc=net == Filter:
>     (&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
>     cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>     [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: (
>     My_LDAP ) yans User not found
>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
>     [4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called
>     ExternalAuth. Response: (0, No User)
>     (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
>     [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans
>     from 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>
>     And here's the setup in RTSiteConfig.pm:
>
>     Plugin('RT::Authen::ExternalAuth');
>     Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
>     Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
>     Set($ExternalSettings, {
>          'My_LDAP'       =>  {
>          'type'             =>  'ldap',
>          'server'           =>  'file_print.hpm.net
>     <http://file_print.hpm.net>',
>                     # By not passing 'user' and 'pass' we are using an
>     anonymous
>                     # bind, which some servers to not allow
>          'base'             =>  'dc=hpm,dc=net',
>          'filter'           => '(objectClass=inetOrgPerson)',
>                     # Users are allowed to log in via email address or
>     account
>                     # name
>          'attr_match_list'  => [
>                'Name',
>     #           'EmailAddress',
>                ],
>                     # Import the following properties of the user from
>     LDAP upon
>                     # login
>                     'attr_map' => {
>                         'Name'         => 'sAMAccountName',
>                         'EmailAddress' => 'mail',
>                         'RealName'     => 'cn',
>                         'WorkPhone'    => 'telephoneNumber',
>                         'Address1'     => 'streetAddress',
>                         'City'         => 'l',
>                         'State'        => 'st',
>                         'Zip'          => 'postalCode',
>                         'Country'      => 'co',
>                     },
>                 },
>             } );
>
>

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From trevor at onepost.net  Tue Jul  7 13:28:02 2015
From: trevor at onepost.net (Trev)
Date: Tue, 7 Jul 2015 13:28:02 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <559C0B36.8020704@seiner.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
Message-ID: <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>

If you mean during the login via RT Gui --  username is, sAMAccountName.
THere shouldn't be any need to prefix with the domain as the domain is
already be queried.



On Tue, Jul 7, 2015 at 1:24 PM, Yan Seiner <yan at seiner.com> wrote:

>  What format do you use for the username?
>
> When I try hpm\yans which should, in theory, work, I get:
>
> [5367] [Tue Jul  7 17:07:28 2015] [debug]: LDAP Search ===  Base:
> dc=hpm,dc=net == Filter: (&(objectClass=*)(sAMAccountName=hpm\5cyans)) ==
> Attrs: sAMAccountName,mail
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>
> Notice the mangled sAMAccountName=hpm\5cyans .  If this is what it is
> searching for, then we have a problem.   :)
>
> --Yan
>
>
> On 7/7/2015 11:57 AM, Trev wrote:
>
>  This may help:
>
>
> http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
>
>
>
> On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner <yan at seiner.com> wrote:
>
>> I'm coming back to RT after a few years.  I am trying to set up external
>> auth against our AD server.
>>
>> I have a working implementation for mediawiki, so I know that it's
>> possible on our system.  As far as possible I've duplicated the options
>> from mediawiki/php to rt/perl, but I am still missing something important
>> as all login attempts get rejected with a NoUser.
>>
>> The only thing that I find different (and I'm searching my memory from a
>> few years ago when I set up mediawiki) there is a line where the user name
>> is pre-pended with the domain for AD:
>>
>> $wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );
>>
>> And I can't find anything like that in the RT config.
>>
>> Does anyone have a working AD external auth they can share?
>>
>> Thanks.
>>
>> Here's the logfile snippet:
>>
>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use external
>> auth service: My_LDAP
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with
>> $username (yans) and $service (My_LDAP)
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
>> username: yans , service: My_LDAP
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search ===  Base:
>> ou=Staff,dc=hpm,dc=net == Filter:
>> (&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
>> cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: ( My_LDAP
>> ) yans User not found
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called
>> ExternalAuth. Response: (0, No User)
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
>> [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans from
>> 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>>
>> And here's the setup in RTSiteConfig.pm:
>>
>> Plugin('RT::Authen::ExternalAuth');
>> Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
>> Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
>> Set($ExternalSettings, {
>>      'My_LDAP'       =>  {
>>      'type'             =>  'ldap',
>>      'server'           =>  'file_print.hpm.net',
>>                 # By not passing 'user' and 'pass' we are using an
>> anonymous
>>                 # bind, which some servers to not allow
>>      'base'             =>  'dc=hpm,dc=net',
>>      'filter'           =>  '(objectClass=inetOrgPerson)',
>>                 # Users are allowed to log in via email address or account
>>                 # name
>>      'attr_match_list'  => [
>>            'Name',
>> #           'EmailAddress',
>>            ],
>>                 # Import the following properties of the user from LDAP
>> upon
>>                 # login
>>                 'attr_map' => {
>>                     'Name'         => 'sAMAccountName',
>>                     'EmailAddress' => 'mail',
>>                     'RealName'     => 'cn',
>>                     'WorkPhone'    => 'telephoneNumber',
>>                     'Address1'     => 'streetAddress',
>>                     'City'         => 'l',
>>                     'State'        => 'st',
>>                     'Zip'          => 'postalCode',
>>                     'Country'      => 'co',
>>                 },
>>             },
>>         } );
>>
>>
>
>
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From trevor at onepost.net  Tue Jul  7 13:30:30 2015
From: trevor at onepost.net (Trev)
Date: Tue, 7 Jul 2015 13:30:30 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
 <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
Message-ID: <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>

Use -->   Plugin( "RT::Extension::LDAPImport" );

Note the configuration I linked to you prior.

I had some issues with limited functionality using
Plugin('RT::Authen::ExternalAuth').. it's been a while actually, I may
not even have had that extension working.



On Tue, Jul 7, 2015 at 1:28 PM, Trev <trevor at onepost.net> wrote:

> If you mean during the login via RT Gui --  username is, sAMAccountName.
> THere shouldn't be any need to prefix with the domain as the domain is
> already be queried.
>
>
>
> On Tue, Jul 7, 2015 at 1:24 PM, Yan Seiner <yan at seiner.com> wrote:
>
>>  What format do you use for the username?
>>
>> When I try hpm\yans which should, in theory, work, I get:
>>
>> [5367] [Tue Jul  7 17:07:28 2015] [debug]: LDAP Search ===  Base:
>> dc=hpm,dc=net == Filter: (&(objectClass=*)(sAMAccountName=hpm\5cyans)) ==
>> Attrs: sAMAccountName,mail
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>
>> Notice the mangled sAMAccountName=hpm\5cyans .  If this is what it is
>> searching for, then we have a problem.   :)
>>
>> --Yan
>>
>>
>> On 7/7/2015 11:57 AM, Trev wrote:
>>
>>  This may help:
>>
>>
>> http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
>>
>>
>>
>> On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner <yan at seiner.com> wrote:
>>
>>> I'm coming back to RT after a few years.  I am trying to set up external
>>> auth against our AD server.
>>>
>>> I have a working implementation for mediawiki, so I know that it's
>>> possible on our system.  As far as possible I've duplicated the options
>>> from mediawiki/php to rt/perl, but I am still missing something important
>>> as all login attempts get rejected with a NoUser.
>>>
>>> The only thing that I find different (and I'm searching my memory from a
>>> few years ago when I set up mediawiki) there is a line where the user name
>>> is pre-pended with the domain for AD:
>>>
>>> $wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );
>>>
>>> And I can't find anything like that in the RT config.
>>>
>>> Does anyone have a working AD external auth they can share?
>>>
>>> Thanks.
>>>
>>> Here's the logfile snippet:
>>>
>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use external
>>> auth service: My_LDAP
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with
>>> $username (yans) and $service (My_LDAP)
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
>>> username: yans , service: My_LDAP
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search ===  Base:
>>> ou=Staff,dc=hpm,dc=net == Filter:
>>> (&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
>>> cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: (
>>> My_LDAP ) yans User not found
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called
>>> ExternalAuth. Response: (0, No User)
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
>>> [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans from
>>> 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>>>
>>> And here's the setup in RTSiteConfig.pm:
>>>
>>> Plugin('RT::Authen::ExternalAuth');
>>> Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
>>> Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
>>> Set($ExternalSettings, {
>>>      'My_LDAP'       =>  {
>>>      'type'             =>  'ldap',
>>>      'server'           =>  'file_print.hpm.net',
>>>                 # By not passing 'user' and 'pass' we are using an
>>> anonymous
>>>                 # bind, which some servers to not allow
>>>      'base'             =>  'dc=hpm,dc=net',
>>>      'filter'           =>  '(objectClass=inetOrgPerson)',
>>>                 # Users are allowed to log in via email address or
>>> account
>>>                 # name
>>>      'attr_match_list'  => [
>>>            'Name',
>>> #           'EmailAddress',
>>>            ],
>>>                 # Import the following properties of the user from LDAP
>>> upon
>>>                 # login
>>>                 'attr_map' => {
>>>                     'Name'         => 'sAMAccountName',
>>>                     'EmailAddress' => 'mail',
>>>                     'RealName'     => 'cn',
>>>                     'WorkPhone'    => 'telephoneNumber',
>>>                     'Address1'     => 'streetAddress',
>>>                     'City'         => 'l',
>>>                     'State'        => 'st',
>>>                     'Zip'          => 'postalCode',
>>>                     'Country'      => 'co',
>>>                 },
>>>             },
>>>         } );
>>>
>>>
>>
>>
>
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From trevor at onepost.net  Tue Jul  7 13:32:42 2015
From: trevor at onepost.net (Trev)
Date: Tue, 7 Jul 2015 13:32:42 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
 <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
 <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>
Message-ID: <CAG9amYNFUQiL2rMM0M30rx7-ZYWbwYdR2facU+V+1Ty5OQK0rg@mail.gmail.com>

Sorry about that, review the blog entry I sent you prior. I do see I did
add that plugin, again, it's been a while since I wrestled with LDAP
authentication. So, I threw my working config with notes, into that blog.



On Tue, Jul 7, 2015 at 1:30 PM, Trev <trevor at onepost.net> wrote:

> Use -->   Plugin( "RT::Extension::LDAPImport" );
>
> Note the configuration I linked to you prior.
>
> I had some issues with limited functionality using Plugin('RT::Authen::ExternalAuth').. it's been a while actually, I may not even have had that extension working.
>
>
>
> On Tue, Jul 7, 2015 at 1:28 PM, Trev <trevor at onepost.net> wrote:
>
>> If you mean during the login via RT Gui --  username is, sAMAccountName.
>> THere shouldn't be any need to prefix with the domain as the domain is
>> already be queried.
>>
>>
>>
>> On Tue, Jul 7, 2015 at 1:24 PM, Yan Seiner <yan at seiner.com> wrote:
>>
>>>  What format do you use for the username?
>>>
>>> When I try hpm\yans which should, in theory, work, I get:
>>>
>>> [5367] [Tue Jul  7 17:07:28 2015] [debug]: LDAP Search ===  Base:
>>> dc=hpm,dc=net == Filter: (&(objectClass=*)(sAMAccountName=hpm\5cyans)) ==
>>> Attrs: sAMAccountName,mail
>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>>
>>> Notice the mangled sAMAccountName=hpm\5cyans .  If this is what it is
>>> searching for, then we have a problem.   :)
>>>
>>> --Yan
>>>
>>>
>>> On 7/7/2015 11:57 AM, Trev wrote:
>>>
>>>  This may help:
>>>
>>>
>>> http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
>>>
>>>
>>>
>>> On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner <yan at seiner.com> wrote:
>>>
>>>> I'm coming back to RT after a few years.  I am trying to set up
>>>> external auth against our AD server.
>>>>
>>>> I have a working implementation for mediawiki, so I know that it's
>>>> possible on our system.  As far as possible I've duplicated the options
>>>> from mediawiki/php to rt/perl, but I am still missing something important
>>>> as all login attempts get rejected with a NoUser.
>>>>
>>>> The only thing that I find different (and I'm searching my memory from
>>>> a few years ago when I set up mediawiki) there is a line where the user
>>>> name is pre-pended with the domain for AD:
>>>>
>>>> $wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );
>>>>
>>>> And I can't find anything like that in the RT config.
>>>>
>>>> Does anyone have a working AD external auth they can share?
>>>>
>>>> Thanks.
>>>>
>>>> Here's the logfile snippet:
>>>>
>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use external
>>>> auth service: My_LDAP
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with
>>>> $username (yans) and $service (My_LDAP)
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
>>>> username: yans , service: My_LDAP
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search ===  Base:
>>>> ou=Staff,dc=hpm,dc=net == Filter:
>>>> (&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
>>>> cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: (
>>>> My_LDAP ) yans User not found
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called
>>>> ExternalAuth. Response: (0, No User)
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
>>>> [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans from
>>>> 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>>>>
>>>> And here's the setup in RTSiteConfig.pm:
>>>>
>>>> Plugin('RT::Authen::ExternalAuth');
>>>> Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
>>>> Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
>>>> Set($ExternalSettings, {
>>>>      'My_LDAP'       =>  {
>>>>      'type'             =>  'ldap',
>>>>      'server'           =>  'file_print.hpm.net',
>>>>                 # By not passing 'user' and 'pass' we are using an
>>>> anonymous
>>>>                 # bind, which some servers to not allow
>>>>      'base'             =>  'dc=hpm,dc=net',
>>>>      'filter'           =>  '(objectClass=inetOrgPerson)',
>>>>                 # Users are allowed to log in via email address or
>>>> account
>>>>                 # name
>>>>      'attr_match_list'  => [
>>>>            'Name',
>>>> #           'EmailAddress',
>>>>            ],
>>>>                 # Import the following properties of the user from LDAP
>>>> upon
>>>>                 # login
>>>>                 'attr_map' => {
>>>>                     'Name'         => 'sAMAccountName',
>>>>                     'EmailAddress' => 'mail',
>>>>                     'RealName'     => 'cn',
>>>>                     'WorkPhone'    => 'telephoneNumber',
>>>>                     'Address1'     => 'streetAddress',
>>>>                     'City'         => 'l',
>>>>                     'State'        => 'st',
>>>>                     'Zip'          => 'postalCode',
>>>>                     'Country'      => 'co',
>>>>                 },
>>>>             },
>>>>         } );
>>>>
>>>>
>>>
>>>
>>
>
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From mzagrabe at d.umn.edu  Tue Jul  7 16:22:01 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 7 Jul 2015 15:22:01 -0500
Subject: [rt-users] [rt-devel] alternative to edit comments
In-Reply-To: <CAH-fr8f+HZj1YKhaoL25CghS8izwKj2wq8eA901VQuaAtvH=CA@mail.gmail.com>
References: <CAH-fr8f+HZj1YKhaoL25CghS8izwKj2wq8eA901VQuaAtvH=CA@mail.gmail.com>
Message-ID: <CAOLfK3WtY828PJ6T0OzztSqS0CpG1Fx73Qkt4oZEaxE_TrbZ6Q@mail.gmail.com>

On Tue, Jul 7, 2015 at 8:01 AM, ARBEZ Christophe <christophe.arbez at gmail.com
> wrote:

> Hi all,
>
> I know it is not possible to edit some message in RT. So, I would like how
> you do for a comment if you make a mistake in the content or the time
> worked ?
>

You can update the ticket time after creating your txn. Perhaps that will
help?


> For example, in a project or intern tickets in your company.
> Is there an alternative to edit transactions like comments?
>

You could create an "Edit Content" link and add it to the txn links and
from there create a custom form. You'll need something like:

# {{{
# paper-trail auditor backdoor :)
# Needed to change the txn's time taken via EditBilling.html
package RT::Transaction;

use strict;
no warnings qw(redefine);

sub _Set {
    my $self = shift;
    $self->SUPER::_Set(@_);
}
# }}}

added to a loaded modules source. We do this for our billing stuff. We have
a module named RT-Site-UMN-Duluth-EFS which the above code snippet lives in
and a form named EditBilling.html which does the front-end work.

Cheers,

-m
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From yan at seiner.com  Tue Jul  7 16:50:32 2015
From: yan at seiner.com (Yan Seiner)
Date: Tue, 7 Jul 2015 16:50:32 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <CAG9amYNFUQiL2rMM0M30rx7-ZYWbwYdR2facU+V+1Ty5OQK0rg@mail.gmail.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
 <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
 <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>
 <CAG9amYNFUQiL2rMM0M30rx7-ZYWbwYdR2facU+V+1Ty5OQK0rg@mail.gmail.com>
Message-ID: <559C3B98.5020703@seiner.com>

I'm kicking this back to the list only.  I've been going round and round 
with this and I have some more information, but still not a solution.

ldapsearch works:

  ldapsearch -H ldap://file_print.hpm.net -b "dc=hpm,dc=net" -s sub 
"(sAMAccountName=yans)" -D 'HPM\yans' -x -W uid

But notice that I need to use either 'HPM\yans' for the user or the 
older 'yans at hpm.net' for the system to allow me to bind to the ldap 
server.  The way we're set up, any user can bind to the server with 
valid credentials, but anonymous binds are not allowed.

But the way ExternalAuth is set up, I have to provide the ldap userid 
and password, which in our system would be a real user.

             'user'                      =>  'rt_ldap_username',
             'pass'                      =>  'rt_ldap_password',

Is there any way to get ExternalAuth to use the credentials entered in 
the login to bind to the ldap server?

(As near as I can figure, the LDAPImport extension imports the userids 
from ldap, which is not what I need.  I need to authenticate against AD 
in realtime.)

--Yan



On 7/7/2015 1:32 PM, Trev wrote:
> Sorry about that, review the blog entry I sent you prior. I do see I 
> did add that plugin, again, it's been a while since I wrestled with 
> LDAP authentication. So, I threw my working config with notes, into 
> that blog.
>
>
>
> On Tue, Jul 7, 2015 at 1:30 PM, Trev <trevor at onepost.net 
> <mailto:trevor at onepost.net>> wrote:
>
>     Use --> Plugin( "RT::Extension::LDAPImport" );
>     Note the configuration I linked to you prior.
>     I had some issues with limited functionality using
>     Plugin('RT::Authen::ExternalAuth').. it's been a while actually, I
>     may not even have had that extension working.
>
>
>     On Tue, Jul 7, 2015 at 1:28 PM, Trev <trevor at onepost.net
>     <mailto:trevor at onepost.net>> wrote:
>
>         If you mean during the login via RT Gui --  username is,
>         sAMAccountName. THere shouldn't be any need to prefix with the
>         domain as the domain is already be queried.
>
>
>
>         On Tue, Jul 7, 2015 at 1:24 PM, Yan Seiner <yan at seiner.com
>         <mailto:yan at seiner.com>> wrote:
>
>             What format do you use for the username?
>
>             When I try hpm\yans which should, in theory, work, I get:
>
>             [5367] [Tue Jul  7 17:07:28 2015] [debug]: LDAP Search
>             ===  Base: dc=hpm,dc=net == Filter:
>             (&(objectClass=*)(sAMAccountName=hpm\5cyans)) == Attrs:
>             sAMAccountName,mail
>             (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>
>             Notice the mangled sAMAccountName=hpm\5cyans .  If this is
>             what it is searching for, then we have a problem.   :)
>
>             --Yan
>
>
>             On 7/7/2015 11:57 AM, Trev wrote:
>>             This may help:
>>
>>             http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
>>
>>
>>
>>             On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner
>>             <yan at seiner.com <mailto:yan at seiner.com>> wrote:
>>
>>                 I'm coming back to RT after a few years.  I am trying
>>                 to set up external auth against our AD server.
>>
>>                 I have a working implementation for mediawiki, so I
>>                 know that it's possible on our system.  As far as
>>                 possible I've duplicated the options from
>>                 mediawiki/php to rt/perl, but I am still missing
>>                 something important as all login attempts get
>>                 rejected with a NoUser.
>>
>>                 The only thing that I find different (and I'm
>>                 searching my memory from a few years ago when I set
>>                 up mediawiki) there is a line where the user name is
>>                 pre-pended with the domain for AD:
>>
>>                 $wgLDAPSearchStrings = array( 'HPM' =>
>>                 "HPM\\USER-NAME" );
>>
>>                 And I can't find anything like that in the RT config.
>>
>>                 Does anyone have a working AD external auth they can
>>                 share?
>>
>>                 Thanks.
>>
>>                 Here's the logfile snippet:
>>
>>                 [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting
>>                 to use external auth service: My_LDAP
>>                 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
>>                 [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling
>>                 UserExists with $username (yans) and $service
>>                 (My_LDAP)
>>                 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
>>                 [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists
>>                 params:
>>                 username: yans , service: My_LDAP
>>                 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
>>                 [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP
>>                 Search ===  Base: ou=Staff,dc=hpm,dc=net == Filter:
>>                 (&(objectClass=inetOrgPerson)(sAMAccountName=yans))
>>                 == Attrs:
>>                 cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
>>                 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>                 [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check
>>                 Failed :: ( My_LDAP ) yans User not found
>>                 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
>>                 [4835] [Tue Jul  7 15:17:14 2015] [debug]:
>>                 Autohandler called ExternalAuth. Response: (0, No
>>                 User)
>>                 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
>>                 [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED
>>                 LOGIN for yans from 10.10.30.51
>>                 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>>
>>                 And here's the setup in RTSiteConfig.pm:
>>
>>                 Plugin('RT::Authen::ExternalAuth');
>>                 Set($ExternalAuthPriority, [ 'My_LDAP' ]);
>>                 Set($ExternalInfoPriority, [ 'My_LDAP' ]);
>>                 Set($ExternalSettings, {
>>                      'My_LDAP'  =>  {
>>                      'type'  =>  'ldap',
>>                      'server'  =>  'file_print.hpm.net
>>                 <http://file_print.hpm.net>',
>>                                 # By not passing 'user' and 'pass' we
>>                 are using an anonymous
>>                                 # bind, which some servers to not allow
>>                      'base'  =>  'dc=hpm,dc=net',
>>                      'filter'  => '(objectClass=inetOrgPerson)',
>>                                 # Users are allowed to log in via
>>                 email address or account
>>                                 # name
>>                      'attr_match_list' => [
>>                            'Name',
>>                 #  'EmailAddress',
>>                            ],
>>                                 # Import the following properties of
>>                 the user from LDAP upon
>>                                 # login
>>                                 'attr_map' => {
>>                 'Name'         => 'sAMAccountName',
>>                 'EmailAddress' => 'mail',
>>                 'RealName'     => 'cn',
>>                 'WorkPhone'    => 'telephoneNumber',
>>                 'Address1'     => 'streetAddress',
>>                 'City'         => 'l',
>>                 'State'        => 'st',
>>                                     'Zip'         => 'postalCode',
>>                 'Country'      => 'co',
>>                                 },
>>                             },
>>                         } );
>>
>>
>
>
>
>

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From trevor at onepost.net  Tue Jul  7 17:06:26 2015
From: trevor at onepost.net (Trev)
Date: Tue, 7 Jul 2015 17:06:26 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <559C3B98.5020703@seiner.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
 <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
 <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>
 <CAG9amYNFUQiL2rMM0M30rx7-ZYWbwYdR2facU+V+1Ty5OQK0rg@mail.gmail.com>
 <559C3B98.5020703@seiner.com>
Message-ID: <CAG9amYOGXq=578CuNcBuREVxByxFTNuD4AHYsJzg7TmUvLdguQ@mail.gmail.com>

Generally speaking, it is typical to create an 'LDAP User' for binding, and
reading purposes within AD itself.

LDAPImport does authenticate against the users in AD. And builds the user
records within RT as I have mapped in my example.

Cronjob to do the import, maybe every 15 minutes. Makes it much easier to
use AD groups within RT as well.


Very dynamic...



On Tue, Jul 7, 2015 at 4:50 PM, Yan Seiner <yan at seiner.com> wrote:

>  I'm kicking this back to the list only.  I've been going round and round
> with this and I have some more information, but still not a solution.
>
> ldapsearch works:
>
>  ldapsearch -H ldap://file_print.hpm.net -b "dc=hpm,dc=net" -s sub
> "(sAMAccountName=yans)" -D 'HPM\yans' -x -W uid
>
> But notice that I need to use either 'HPM\yans' for the user or the older '
> yans at hpm.net' for the system to allow me to bind to the ldap server.  The
> way we're set up, any user can bind to the server with valid credentials,
> but anonymous binds are not allowed.
>
> But the way ExternalAuth is set up, I have to provide the ldap userid and
> password, which in our system would be a real user.
>
>             'user'                      =>  'rt_ldap_username',
>             'pass'                      =>  'rt_ldap_password',
>
> Is there any way to get ExternalAuth to use the credentials entered in the
> login to bind to the ldap server?
>
> (As near as I can figure, the LDAPImport extension imports the userids
> from ldap, which is not what I need.  I need to authenticate against AD in
> realtime.)
>
> --Yan
>
>
>
> On 7/7/2015 1:32 PM, Trev wrote:
>
> Sorry about that, review the blog entry I sent you prior. I do see I did
> add that plugin, again, it's been a while since I wrestled with LDAP
> authentication. So, I threw my working config with notes, into that blog.
>
>
>
> On Tue, Jul 7, 2015 at 1:30 PM, Trev <trevor at onepost.net> wrote:
>
>>  Use -->   Plugin( "RT::Extension::LDAPImport" );
>> Note the configuration I linked to you prior.
>> I had some issues with limited functionality using Plugin('RT::Authen::ExternalAuth').. it's been a while actually, I may not even have had that extension working.
>>
>>
>> On Tue, Jul 7, 2015 at 1:28 PM, Trev < <trevor at onepost.net>
>> trevor at onepost.net> wrote:
>>
>>> If you mean during the login via RT Gui --  username is, sAMAccountName.
>>> THere shouldn't be any need to prefix with the domain as the domain is
>>> already be queried.
>>>
>>>
>>>
>>> On Tue, Jul 7, 2015 at 1:24 PM, Yan Seiner < <yan at seiner.com>
>>> yan at seiner.com> wrote:
>>>
>>>>  What format do you use for the username?
>>>>
>>>> When I try hpm\yans which should, in theory, work, I get:
>>>>
>>>> [5367] [Tue Jul  7 17:07:28 2015] [debug]: LDAP Search ===  Base:
>>>> dc=hpm,dc=net == Filter: (&(objectClass=*)(sAMAccountName=hpm\5cyans)) ==
>>>> Attrs: sAMAccountName,mail
>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>>>
>>>> Notice the mangled sAMAccountName=hpm\5cyans .  If this is what it is
>>>> searching for, then we have a problem.   :)
>>>>
>>>> --Yan
>>>>
>>>>
>>>> On 7/7/2015 11:57 AM, Trev wrote:
>>>>
>>>>  This may help:
>>>>
>>>>
>>>> http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
>>>>
>>>>
>>>>
>>>> On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner < <yan at seiner.com>
>>>> yan at seiner.com> wrote:
>>>>
>>>>> I'm coming back to RT after a few years.  I am trying to set up
>>>>> external auth against our AD server.
>>>>>
>>>>> I have a working implementation for mediawiki, so I know that it's
>>>>> possible on our system.  As far as possible I've duplicated the options
>>>>> from mediawiki/php to rt/perl, but I am still missing something important
>>>>> as all login attempts get rejected with a NoUser.
>>>>>
>>>>> The only thing that I find different (and I'm searching my memory from
>>>>> a few years ago when I set up mediawiki) there is a line where the user
>>>>> name is pre-pended with the domain for AD:
>>>>>
>>>>> $wgLDAPSearchStrings = array( 'HPM' => "HPM\\USER-NAME" );
>>>>>
>>>>> And I can't find anything like that in the RT config.
>>>>>
>>>>> Does anyone have a working AD external auth they can share?
>>>>>
>>>>> Thanks.
>>>>>
>>>>> Here's the logfile snippet:
>>>>>
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Attempting to use external
>>>>> auth service: My_LDAP
>>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Calling UserExists with
>>>>> $username (yans) and $service (My_LDAP)
>>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: UserExists params:
>>>>> username: yans , service: My_LDAP
>>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: LDAP Search ===  Base:
>>>>> ou=Staff,dc=hpm,dc=net == Filter:
>>>>> (&(objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
>>>>> cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
>>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: User Check Failed :: (
>>>>> My_LDAP ) yans User not found
>>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [debug]: Autohandler called
>>>>> ExternalAuth. Response: (0, No User)
>>>>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
>>>>> [4835] [Tue Jul  7 15:17:14 2015] [error]: FAILED LOGIN for yans from
>>>>> 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
>>>>>
>>>>> And here's the setup in RTSiteConfig.pm:
>>>>>
>>>>> Plugin('RT::Authen::ExternalAuth');
>>>>> Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
>>>>> Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
>>>>> Set($ExternalSettings, {
>>>>>      'My_LDAP'       =>  {
>>>>>      'type'             =>  'ldap',
>>>>>      'server'           =>  'file_print.hpm.net',
>>>>>                 # By not passing 'user' and 'pass' we are using an
>>>>> anonymous
>>>>>                 # bind, which some servers to not allow
>>>>>      'base'             =>  'dc=hpm,dc=net',
>>>>>      'filter'           =>  '(objectClass=inetOrgPerson)',
>>>>>                 # Users are allowed to log in via email address or
>>>>> account
>>>>>                 # name
>>>>>      'attr_match_list'  => [
>>>>>            'Name',
>>>>> #           'EmailAddress',
>>>>>            ],
>>>>>                 # Import the following properties of the user from
>>>>> LDAP upon
>>>>>                 # login
>>>>>                 'attr_map' => {
>>>>>                     'Name'         => 'sAMAccountName',
>>>>>                     'EmailAddress' => 'mail',
>>>>>                     'RealName'     => 'cn',
>>>>>                     'WorkPhone'    => 'telephoneNumber',
>>>>>                     'Address1'     => 'streetAddress',
>>>>>                     'City'         => 'l',
>>>>>                     'State'        => 'st',
>>>>>                     'Zip'          => 'postalCode',
>>>>>                     'Country'      => 'co',
>>>>>                 },
>>>>>             },
>>>>>         } );
>>>>>
>>>>>
>>>>
>>>>
>>>
>>
>
>
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From mzagrabe at d.umn.edu  Tue Jul  7 17:08:17 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 7 Jul 2015 16:08:17 -0500
Subject: [rt-users] using date calcs in reports
In-Reply-To: <CAE+JXUU9UASoak473aXBUX1gcdfBmv4krXOMfUeLGZkb4uFTng@mail.gmail.com>
References: <CAE+JXUU9UASoak473aXBUX1gcdfBmv4krXOMfUeLGZkb4uFTng@mail.gmail.com>
Message-ID: <CAOLfK3Uc7gHyxZ3cx0sei-x0ti9_VmoRGp98q_AAA5mk+BG-wA@mail.gmail.com>

On Sun, Jul 5, 2015 at 11:46 PM, Chris Herrmann
<chrisherrmann7 at gmail.com> wrote:
> Hi all,
>
> I can currently export a list of tickets with most of the data I need like
> this:
>
> rt list "queue = 'myqueue' and (  ( Status = 'open' or Status = 'new') OR (
> Resolved > '$startdate' ) )" -f
> id,subject,status,timeworked,requestors,created,started,
> lastupdated,resolved > /tmp/report.tsv
>
> Now... what I'd like to do is calculate the difference between Created &
> Started... I'm pretty sure that Date::Calc  -  Delta_DHMS will give me what
> I want... but I'm not sure how to use this in the query above. Is that even
> possible?

The following has not been tested with the 'rt' CLI tool.

You could extend RT::Ticket to create a function called
time_until_started, then create a ColumnMap for that new function.

I've written something similar to this (for 3.8) where I wanted to get
the "previous owner" of a ticket and be able to use that as a column
in searches. Attached is the code. I'm not sure if there are changes
necessary for 4.0 or 4.2.

There are 3 important files:

./html/Callbacks/RT-Extension-PreviousOwner/Elements/RT__Ticket/ColumnMap/Once
./html/Callbacks/RT-Extension-PreviousOwner/Search/Elements/BuildFormatString/Default
./lib/RT/Extension/PreviousOwner.pm

Cheers,

-m
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From jdg117 at elvis.arl.psu.edu  Tue Jul  7 17:26:00 2015
From: jdg117 at elvis.arl.psu.edu (John D Groenveld)
Date: Tue, 07 Jul 2015 17:26:00 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: Your message of "Tue, 07 Jul 2015 17:06:26 EDT."
 <CAG9amYOGXq=578CuNcBuREVxByxFTNuD4AHYsJzg7TmUvLdguQ@mail.gmail.com> 
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
 <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
 <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>
 <CAG9amYNFUQiL2rMM0M30rx7-ZYWbwYdR2facU+V+1Ty5OQK0rg@mail.gmail.com>
 <559C3B98.5020703@seiner.com>
 <CAG9amYOGXq=578CuNcBuREVxByxFTNuD4AHYsJzg7TmUvLdguQ@mail.gmail.com> 
Message-ID: <201507072126.t67LQ0Nd020975@elvis.arl.psu.edu>

On Tue, Jul 7, 2015 at 4:50 PM, Yan Seiner <yan at seiner.com> wrote:
>  I'm kicking this back to the list only.  I've been going round and round
> with this and I have some more information, but still not a solution.
>
> ldapsearch works:

Excellent and vital first crawl.

Next to stand up and walk:
Can you interrogate your LDAP with Net::LDAP?
<URL:https://metacpan.org/pod/distribution/perl-ldap/lib/Net/LDAP.pod>

ISTR having to pass some options when I last ran with RT's LDAP/AD
integration.

Happy hacking,
John
groenveld at acm.org


From m_orallo at yahoo.es  Wed Jul  8 03:51:53 2015
From: m_orallo at yahoo.es (Marcos Orallo)
Date: Wed, 8 Jul 2015 09:51:53 +0200
Subject: [rt-users] How to access X-RT-Interface header from On Create
	scrip?
In-Reply-To: <559B2858.5010104@jonesmail.me>
References: <559B2858.5010104@jonesmail.me>
Message-ID: <CANJKhMd3GJHcqWUHw0BsoOGJ=Eog5wvr6LBNhJUHPXSusvYBBQ@mail.gmail.com>

Hello,

I don't know if an elegant solution using X-RT-Interface is possible, but I
can give a workaround. This is the custom condition we use to separate
ticket creation from web and mail:

<pre>
# Custom condition to notify when a ticket is created from e-mail
# Based on "OnCreateFromEmail"
# http://requesttracker.wikia.com/wiki/OnCreateFromEmail

my $trans = $self->TransactionObj;
return 0 unless $trans->Type eq "Create";

my $msgattr = $trans->Message->First;
return 0 unless $msgattr;

return 0 unless $msgattr->GetHeader('Received');
return 1;
</pre>

I hope it helps.

2015-07-07 3:16 GMT+02:00 Russell Jones <russell at jonesmail.me>:

> I am trying to access the new X-RT-Interface header in order to determine
> within a Scrip if a ticket was created via Email or Web. However whenever I
> try to create a new ticket and use an On Create scrip to read this header,
> I get errors saying "Can't call method "GetHeader" on an undefined value".
>
> Can anyone please provide an example of how to properly access this header?
>
> Thank you!
>
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From christophe.arbez at gmail.com  Wed Jul  8 05:09:22 2015
From: christophe.arbez at gmail.com (ARBEZ Christophe)
Date: Wed, 8 Jul 2015 11:09:22 +0200
Subject: [rt-users] [rt-devel] alternative to edit comments
In-Reply-To: <CAOLfK3WtY828PJ6T0OzztSqS0CpG1Fx73Qkt4oZEaxE_TrbZ6Q@mail.gmail.com>
References: <CAH-fr8f+HZj1YKhaoL25CghS8izwKj2wq8eA901VQuaAtvH=CA@mail.gmail.com>
 <CAOLfK3WtY828PJ6T0OzztSqS0CpG1Fx73Qkt4oZEaxE_TrbZ6Q@mail.gmail.com>
Message-ID: <CAH-fr8eHY3CCoh+28WTw3yj2XGm01MjfoVyzU-2yWRThYOV1UQ@mail.gmail.com>

Thanks for the answer !

I can update the ticket time obviously but, for me, it is less important
than the transaction time which allow me to see the time per person for a
ticket.

Oh it's great !

But where your module and your "EditBilling.html" are located ?
In a path like /usr/share/request-tracker4/html ?



*Christophe ARBEZ | Stagiaire d?veloppement*
Sylo?
803 rue de Pinville - 34000 Montpellier
T?l: +33983014518
Email: christophe.arbez at syloe.fr
www.syloe.fr <http://www.syloe.com/> | Blog.syloe.com
<http://blog.syloe.com/> | Twitter <https://twitter.com/Syloe_SARL> |
Facebook <https://www.facebook.com/pages/Sylo%C3%A9/188258434526095?ref=hl>

2015-07-07 22:22 GMT+02:00 Matt Zagrabelny <mzagrabe at d.umn.edu>:

>
> On Tue, Jul 7, 2015 at 8:01 AM, ARBEZ Christophe <
> christophe.arbez at gmail.com> wrote:
>
>> Hi all,
>>
>> I know it is not possible to edit some message in RT. So, I would like
>> how you do for a comment if you make a mistake in the content or the time
>> worked ?
>>
>
> You can update the ticket time after creating your txn. Perhaps that will
> help?
>
>
>> For example, in a project or intern tickets in your company.
>> Is there an alternative to edit transactions like comments?
>>
>
> You could create an "Edit Content" link and add it to the txn links and
> from there create a custom form. You'll need something like:
>
> # {{{
> # paper-trail auditor backdoor :)
> # Needed to change the txn's time taken via EditBilling.html
> package RT::Transaction;
>
> use strict;
> no warnings qw(redefine);
>
> sub _Set {
>     my $self = shift;
>     $self->SUPER::_Set(@_);
> }
> # }}}
>
> added to a loaded modules source. We do this for our billing stuff. We
> have a module named RT-Site-UMN-Duluth-EFS which the above code snippet
> lives in and a form named EditBilling.html which does the front-end work.
>
> Cheers,
>
> -m
>
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From Andrei.Gronski at faredge.com.au  Wed Jul  8 06:41:36 2015
From: Andrei.Gronski at faredge.com.au (Andrei Gronski)
Date: Wed, 8 Jul 2015 20:41:36 +1000
Subject: [rt-users] new RT 4.2.x install on Ubuntu 14.04 with nginx
Message-ID: <CCD0821AE781994EB8BAB510676B5EF502736912CC50@ZEUS.faredge.local>

Hi guys

I`m about to install RT 4.2.x on Ubuntu 14.04. This will be a fresh install which will accommodate our current DB. 
Currently I have some issues with getting nginx running with pearl cri. Most of the walkthrough I could find describe the installation with apache. 
I was wondering if you have any pointers on how to get this up and running and import the production RT. 

Thank you

__
Regards,

Andrei Gronski
Far Edge Technology
Level 9, 121 Walker Street, North Sydney
p. 02 84251400
m. 0458 602 417
e. andrei.gronski at faredge.com.au 
w. http://www.faredge.com.au??


From ashish.patil at shreshtait.com  Wed Jul  8 08:05:46 2015
From: ashish.patil at shreshtait.com (Ashish Patil)
Date: Wed, 8 Jul 2015 17:35:46 +0530
Subject: [rt-users] RT canned responses
Message-ID: <CANQnQxRmbmrqoWnZ-kC-NUzcZaM6tU8=DckqdAsDvM54zgrH-g@mail.gmail.com>

Hello,

I wish to have canned responses that I can use to reply/comment on a
Ticket. Is there any way that can be done?
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From murillo at ifi.unicamp.br  Wed Jul  8 08:12:44 2015
From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=)
Date: Wed, 08 Jul 2015 09:12:44 -0300
Subject: [rt-users] RT canned responses
In-Reply-To: <CANQnQxRmbmrqoWnZ-kC-NUzcZaM6tU8=DckqdAsDvM54zgrH-g@mail.gmail.com>
References: <CANQnQxRmbmrqoWnZ-kC-NUzcZaM6tU8=DckqdAsDvM54zgrH-g@mail.gmail.com>
Message-ID: <559D13BC.3000505@ifi.unicamp.br>

Hello,

It can be done with articles.
https://bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html

Murillo Azambuja Gon?alves

On 07/08/2015 09:05 AM, Ashish Patil wrote:
> Hello,
>
> I wish to have canned responses that I can use to reply/comment on a 
> Ticket. Is there any way that can be done?

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From Markus.Wildbolz at eu.magna.com  Wed Jul  8 08:53:20 2015
From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com)
Date: Wed, 8 Jul 2015 14:53:20 +0200
Subject: [rt-users] Including latest transactions in RSS-Feed
Message-ID: <OFE74746D7.8D227CAE-ONC1257E7C.00466833-C1257E7C.0046CD3A@intier.com>

Hi guys!

I'm looking for a possibility to include the latest transactions 
(comments, correspondance) in the RSS feed of a saved search.
At the moment, only the content of the FIRST transaction is included into 
the feed.

What I'm looking for is a possibility to have every transaction (of types 
Create, Correspond, Comment, Resolve) for a ticket in the feed.
How could I achieve this?


BR,
Markus
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From subjected at subjectedtochange.com  Wed Jul  8 11:57:59 2015
From: subjected at subjectedtochange.com (Subjected)
Date: Wed, 08 Jul 2015 11:57:59 -0400
Subject: [rt-users] Possible to manually initiate templates (emails) from
 within a scip action?
Message-ID: <559D4887.8060702@subjectedtochange.com>

Is it possible for a scrip to trigger/send a template (email) from 
within the scrip action itself, with only a blank scrip assigned to the 
general scrip configuration?

I'd like to loop through multiple requestors and cc's on a ticket to 
send each of them a unique, customized specially to each user, in 
response to a ticket transaction.

I want to use this functionality to ensure that any user on a ticket 
without a password is sent a welcome email setting their password so 
they can use the self-service website.


From todd at bestpractical.com  Wed Jul  8 22:37:12 2015
From: todd at bestpractical.com (Todd Wade)
Date: Wed, 8 Jul 2015 22:37:12 -0400
Subject: [rt-users] AD integration for external auth
In-Reply-To: <559C3B98.5020703@seiner.com>
References: <559BEF19.5090608@seiner.com>
 <CAG9amYNWxAmc07mxSEeXT3vc8WtD+j9ZJUffxFJNkZi6n6m7tw@mail.gmail.com>
 <559C0B36.8020704@seiner.com>
 <CAG9amYOmR1A9qCSG8sriW0x_PwffYKu1Z9hQyCpam4C-ZTU9rg@mail.gmail.com>
 <CAG9amYNUysJZu7RVt_Ods_F57iAW62yKsdYQbjRU6U7WS=YSnQ@mail.gmail.com>
 <CAG9amYNFUQiL2rMM0M30rx7-ZYWbwYdR2facU+V+1Ty5OQK0rg@mail.gmail.com>
 <559C3B98.5020703@seiner.com>
Message-ID: <559DDE58.2010805@bestpractical.com>

On 7/7/15 4:50 PM, Yan Seiner wrote:
> But the way ExternalAuth is set up, I have to provide the ldap userid
> and password, which in our system would be a real user.
>
>              'user'                      =>  'rt_ldap_username',
>              'pass'                      =>  'rt_ldap_password',
>
> Is there any way to get ExternalAuth to use the credentials entered in
> the login to bind to the ldap server?

At user login ExternalAuth first finds the user with the credentials you 
mention above, and then attempts to bind with the login provided 
credentials. A successful bind is how it knows that the user is 
authenticated. From the code:

my $ldap_entry = $ldap_msg->first_entry;
my $ldap_dn    = $ldap_entry->dn;

# THIS bind determines success or failure on the password.
$ldap_msg = $ldap->bind($ldap_dn, password => $password);

> But notice that I need to use either 'HPM\yans' for the user or the
> older 'yans at hpm.net' for the system to allow me to bind to the ldap
> server. The way we're set up, any user can bind to the server with
> valid credentials, but anonymous binds are not allowed.

For the former, you'd have to modify the extension to prefix the 
username it attempts to bind with. The subroutine is 
RT::Authen::ExternalAuth::LDAP::GetAuth. You could make a command line 
script to call this and debug it until you get it to return 1. Like 
jdg117 mentioned, you have to get Net::LDAP connecting to your LDAP and 
then figure out how to configure or modify the extension to get it to 
connect in the same way.

For the latter I think you can update the configuration to store the 
email address as the name so that its used when the bind is attempted. 
You'd have to use the email address to log in to RT.

Perhaps make attr_match_list just 'EmailAddress' and then have in the 
attr_map:

                 'Name' => 'mail', # instead of sAMAccountName
                 'EmailAddress' => 'mail',



From todd at bestpractical.com  Wed Jul  8 22:39:50 2015
From: todd at bestpractical.com (Todd Wade)
Date: Wed, 8 Jul 2015 22:39:50 -0400
Subject: [rt-users] new RT 4.2.x install on Ubuntu 14.04 with nginx
In-Reply-To: <CCD0821AE781994EB8BAB510676B5EF502736912CC50@ZEUS.faredge.local>
References: <CCD0821AE781994EB8BAB510676B5EF502736912CC50@ZEUS.faredge.local>
Message-ID: <559DDEF6.4030008@bestpractical.com>

On 7/8/15 6:41 AM, Andrei Gronski wrote:
> Currently I have some issues with getting nginx running with pearl cri. Most of the walkthrough I could find describe the installation with apache.

The deployment guide covers nginx:

https://www.bestpractical.com/docs/rt/latest/web_deployment.html#nginx



From todd at bestpractical.com  Wed Jul  8 22:54:29 2015
From: todd at bestpractical.com (Todd Wade)
Date: Wed, 8 Jul 2015 22:54:29 -0400
Subject: [rt-users] Possible to manually initiate templates (emails)
 from within a scip action?
In-Reply-To: <559D4887.8060702@subjectedtochange.com>
References: <559D4887.8060702@subjectedtochange.com>
Message-ID: <559DE265.4020800@bestpractical.com>


What I would probably do for this is in the scrip action create a ticket 
in a different queue for each user with that condition. This will send 
them an autoreply. To make sure you don't send out duplicates you could 
check for a ticket in that queue with that requestor before creating the 
ticket.

As for what the code would look like, I'd call $ticket->Create similar 
to how RT::Test::create_ticket does it.

On 7/8/15 11:57 AM, Subjected wrote:
> Is it possible for a scrip to trigger/send a template (email) from
> within the scrip action itself, with only a blank scrip assigned to the
> general scrip configuration?
>
> I'd like to loop through multiple requestors and cc's on a ticket to
> send each of them a unique, customized specially to each user, in
> response to a ticket transaction.
>
> I want to use this functionality to ensure that any user on a ticket
> without a password is sent a welcome email setting their password so
> they can use the self-service website.



From christophe.arbez at gmail.com  Thu Jul  9 05:28:26 2015
From: christophe.arbez at gmail.com (ARBEZ Christophe)
Date: Thu, 9 Jul 2015 11:28:26 +0200
Subject: [rt-users] Accent problem in Quick search
Message-ID: <CAH-fr8eKcXSO5Qr9jFATEUSLSMs9vi8ePD+Twi=sYT3isbz4DA@mail.gmail.com>

Hi,

I notice that, when I click on new or open tickets of one queue which
contains accents, the tickets don't appear in the research. For the others
queues, without accent, it works.
In edit search, the accent appears like  "xE9".
In this case, the problem is for french accent.
If you have a solution...

Thanks,

Christophe



*Christophe ARBEZ | Stagiaire d?veloppement*
Sylo?
803 rue de Pinville - 34000 Montpellier
T?l: +33983014518
Email: christophe.arbez at syloe.fr
www.syloe.fr <http://www.syloe.com/> | Blog.syloe.com
<http://blog.syloe.com/> | Twitter <https://twitter.com/Syloe_SARL> |
Facebook <https://www.facebook.com/pages/Sylo%C3%A9/188258434526095?ref=hl>
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From mzagrabe at d.umn.edu  Thu Jul  9 10:17:11 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 9 Jul 2015 09:17:11 -0500
Subject: [rt-users] [rt-devel] Issue with setting Custom Statuses,
 Added statuses do not see any other statuses.
In-Reply-To: <DUB130-W389F768DFEF32795774D48CF900@phx.gbl>
References: <DUB130-W37F8A158D62EE90CD47740CF900@phx.gbl>
 <DUB130-W389F768DFEF32795774D48CF900@phx.gbl>
Message-ID: <CAOLfK3XwEpLCShLayFa5y1q=v1xOy2BGV=eJiyFkJhfRXx3wrw@mail.gmail.com>

Hi Ashley,

Configuration questions are best sent to rt-users. [Done]

Comments inline.

On Thu, Jul 9, 2015 at 4:54 AM, Ashley Etherington
<migetismad at hotmail.com> wrote:
> Hi Everyone.
>
> We have decided that instead of using a Sub-Status custom field, that we
> would add all of our statuses to the main built in RT Ticket status.  The
> first initial pass appears to work but when we use one of the new statuses,
> we are unable to select any other status.

Okay.

> For example if I set the status to 'Awaiting Parts' and submit the form,
> The only status I can then set it to is 'Awaiting Status'.

A few comments.

1) Start with the default lifecycle and make small changes to it. You
should be able to find your issue.

2) From what I can see in your "transitions" hash, there is no key of
"Awaiting Parts". Thus there are no valid transitions for that status
to change to. I'm not sure how "Awaiting Status" is showing up.

3) I just read on rt-user that there is a 25 character limit for
status names. If that is true, then you are running into that wall as
well.

Cheers!

-m


From migetismad at hotmail.com  Thu Jul  9 10:49:51 2015
From: migetismad at hotmail.com (Ashley Etherington)
Date: Thu, 9 Jul 2015 15:49:51 +0100
Subject: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses,
 Added statuses do not see any other statuses.
In-Reply-To: <DUB130-W7514A7ED908F14FE88EA5ECF900@phx.gbl>
References: <DUB130-W37F8A158D62EE90CD47740CF900@phx.gbl>,
 <DUB130-W389F768DFEF32795774D48CF900@phx.gbl>,
 <CAOLfK3XwEpLCShLayFa5y1q=v1xOy2BGV=eJiyFkJhfRXx3wrw@mail.gmail.com>,
 <DUB130-W7514A7ED908F14FE88EA5ECF900@phx.gbl>
Message-ID: <DUB130-W3607555618099414A9460CF900@phx.gbl>

Thank you for your response M
My perl is not great so I was unsure how/if I could put spaces in the Hash's key so I named them just a shorter variant of the status.  
the results in the following image http://prntscr.com/7qp9ra
So the statuses appear correctly (So maybe not a 25 character limit?)
Now if I try to set the status to a non-RT Default after submitting it shows this http://prntscr.com/7qpaz6
I just modified my code to something that did not throw any errors but I get the same result.  New code is here http://pastebin.com/a8HRz0sG
Once again,  Any help is greatly appreciated.
Thank you.Ashley Etherington.

> Date: Thu, 9 Jul 2015 09:17:11 -0500
> Subject: Re: [rt-devel] Issue with setting Custom Statuses, Added statuses do not see any other statuses.
> From: mzagrabe at d.umn.edu
> To: migetismad at hotmail.com; rt-users at lists.bestpractical.com
> 
> Hi Ashley,
> 
> Configuration questions are best sent to rt-users. [Done]
> 
> Comments inline.
> 
> On Thu, Jul 9, 2015 at 4:54 AM, Ashley Etherington
> <migetismad at hotmail.com> wrote:
> > Hi Everyone.
> >
> > We have decided that instead of using a Sub-Status custom field, that we
> > would add all of our statuses to the main built in RT Ticket status.  The
> > first initial pass appears to work but when we use one of the new statuses,
> > we are unable to select any other status.
> 
> Okay.
> 
> > For example if I set the status to 'Awaiting Parts' and submit the form,
> > The only status I can then set it to is 'Awaiting Status'.
> 
> A few comments.
> 
> 1) Start with the default lifecycle and make small changes to it. You
> should be able to find your issue.
> 
> 2) From what I can see in your "transitions" hash, there is no key of
> "Awaiting Parts". Thus there are no valid transitions for that status
> to change to. I'm not sure how "Awaiting Status" is showing up.
> 
> 3) I just read on rt-user that there is a 25 character limit for
> status names. If that is true, then you are running into that wall as
> well.
> 
> Cheers!
> 
> -m

 		 	   		   		 	   		  
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From migetismad at hotmail.com  Thu Jul  9 11:31:39 2015
From: migetismad at hotmail.com (Ashley Etherington)
Date: Thu, 9 Jul 2015 16:31:39 +0100
Subject: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses,
 Added statuses do not see any other statuses.
In-Reply-To: <DUB130-W3607555618099414A9460CF900@phx.gbl>
References: <DUB130-W37F8A158D62EE90CD47740CF900@phx.gbl>, ,
 <DUB130-W389F768DFEF32795774D48CF900@phx.gbl>, ,
 <CAOLfK3XwEpLCShLayFa5y1q=v1xOy2BGV=eJiyFkJhfRXx3wrw@mail.gmail.com>, ,
 <DUB130-W7514A7ED908F14FE88EA5ECF900@phx.gbl>,
 <DUB130-W3607555618099414A9460CF900@phx.gbl>
Message-ID: <DUB130-W734AC3B8C56E1113762354CF900@phx.gbl>

After changing to the most recent script,  and resetting the Mason Cache this is now working perfectly.
Thank you for all the help.

From: migetismad at hotmail.com
To: rt-users at lists.bestpractical.com
Date: Thu, 9 Jul 2015 15:49:51 +0100
Subject: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses, Added statuses do not see any other statuses.




Thank you for your response M
My perl is not great so I was unsure how/if I could put spaces in the Hash's key so I named them just a shorter variant of the status.  
the results in the following image http://prntscr.com/7qp9ra
So the statuses appear correctly (So maybe not a 25 character limit?)
Now if I try to set the status to a non-RT Default after submitting it shows this http://prntscr.com/7qpaz6
I just modified my code to something that did not throw any errors but I get the same result.  New code is here http://pastebin.com/a8HRz0sG
Once again,  Any help is greatly appreciated.
Thank you.Ashley Etherington.

> Date: Thu, 9 Jul 2015 09:17:11 -0500
> Subject: Re: [rt-devel] Issue with setting Custom Statuses, Added statuses do not see any other statuses.
> From: mzagrabe at d.umn.edu
> To: migetismad at hotmail.com; rt-users at lists.bestpractical.com
> 
> Hi Ashley,
> 
> Configuration questions are best sent to rt-users. [Done]
> 
> Comments inline.
> 
> On Thu, Jul 9, 2015 at 4:54 AM, Ashley Etherington
> <migetismad at hotmail.com> wrote:
> > Hi Everyone.
> >
> > We have decided that instead of using a Sub-Status custom field, that we
> > would add all of our statuses to the main built in RT Ticket status.  The
> > first initial pass appears to work but when we use one of the new statuses,
> > we are unable to select any other status.
> 
> Okay.
> 
> > For example if I set the status to 'Awaiting Parts' and submit the form,
> > The only status I can then set it to is 'Awaiting Status'.
> 
> A few comments.
> 
> 1) Start with the default lifecycle and make small changes to it. You
> should be able to find your issue.
> 
> 2) From what I can see in your "transitions" hash, there is no key of
> "Awaiting Parts". Thus there are no valid transitions for that status
> to change to. I'm not sure how "Awaiting Status" is showing up.
> 
> 3) I just read on rt-user that there is a 25 character limit for
> status names. If that is true, then you are running into that wall as
> well.
> 
> Cheers!
> 
> -m

 		 	   		   		 	   		   		 	   		  
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From todd at bestpractical.com  Thu Jul  9 14:12:06 2015
From: todd at bestpractical.com (Todd Wade)
Date: Thu, 9 Jul 2015 14:12:06 -0400
Subject: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses,
 Added statuses do not see any other statuses.
In-Reply-To: <DUB130-W3607555618099414A9460CF900@phx.gbl>
References: <DUB130-W37F8A158D62EE90CD47740CF900@phx.gbl>
 <DUB130-W389F768DFEF32795774D48CF900@phx.gbl>
 <CAOLfK3XwEpLCShLayFa5y1q=v1xOy2BGV=eJiyFkJhfRXx3wrw@mail.gmail.com>
 <DUB130-W7514A7ED908F14FE88EA5ECF900@phx.gbl>
 <DUB130-W3607555618099414A9460CF900@phx.gbl>
Message-ID: <559EB976.2060803@bestpractical.com>

On 7/9/15 10:49 AM, Ashley Etherington wrote:
> My perl is not great so I was unsure how/if I could put spaces in the
> Hash's key so I named them just a shorter variant of the status.

You'll need to quote the values. So:

active          => [ ...'Awaiting Collection'... ],
...
transitions => {
     'Awaiting Collection' => ['new', 'open', ..., 'deleted'],
...

The items in the statuses array need to match exactly to the keys in the 
transitions.



From migetismad at hotmail.com  Thu Jul  9 14:18:46 2015
From: migetismad at hotmail.com (Ashley Etherington)
Date: Thu, 9 Jul 2015 19:18:46 +0100
Subject: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses,
 Added statuses do not see any other statuses.
In-Reply-To: <559EB976.2060803@bestpractical.com>
References: <DUB130-W37F8A158D62EE90CD47740CF900@phx.gbl>,
 <DUB130-W389F768DFEF32795774D48CF900@phx.gbl>,
 <CAOLfK3XwEpLCShLayFa5y1q=v1xOy2BGV=eJiyFkJhfRXx3wrw@mail.gmail.com>,
 <DUB130-W7514A7ED908F14FE88EA5ECF900@phx.gbl>,
 <DUB130-W3607555618099414A9460CF900@phx.gbl>,
 <559EB976.2060803@bestpractical.com>
Message-ID: <DUB130-W64E3B8CB0B89D0C1878C72CF900@phx.gbl>

Indeed, I figured that out shortley after my last email.  But thank you Todd. 
It confirms at least that I have done the right thing now.

> To: rt-users at lists.bestpractical.com
> From: todd at bestpractical.com
> Date: Thu, 9 Jul 2015 14:12:06 -0400
> Subject: Re: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses, Added statuses do not see any other statuses.
> 
> On 7/9/15 10:49 AM, Ashley Etherington wrote:
> > My perl is not great so I was unsure how/if I could put spaces in the
> > Hash's key so I named them just a shorter variant of the status.
> 
> You'll need to quote the values. So:
> 
> active          => [ ...'Awaiting Collection'... ],
> ...
> transitions => {
>      'Awaiting Collection' => ['new', 'open', ..., 'deleted'],
> ...
> 
> The items in the statuses array need to match exactly to the keys in the 
> transitions.
> 
 		 	   		  
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From bbaker at copesan.com  Thu Jul  9 16:00:48 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 9 Jul 2015 20:00:48 +0000
Subject: [rt-users] Error in Dashboard.
Message-ID: <CY1PR05MB194562B4A8167266FAE24006CD900@CY1PR05MB1945.namprd05.prod.outlook.com>

Hello All
How can I track down which dashboard is producing this error?

Failed to load dashboard 757: Could not load object for RT::Group-44

I already disable all dashboard for group 44.

Thanks In advance.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:bbaker at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

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From reg.bestpractical at posterus.com  Fri Jul 10 03:37:16 2015
From: reg.bestpractical at posterus.com (Maciej Dobrzanski)
Date: Fri, 10 Jul 2015 07:37:16 +0000
Subject: [rt-users] Database transaction handling
Message-ID: <em119ddb6a-5976-4e01-b09e-0fd709844a52@naruto>

Hello,

I have extensions or scripts where I'm updating several things such as 
changing ticket status and multiple custom field values. In such cases 
partial updates would be bad, so I'm wondering about wrapping such code 
inside a database transaction, so that if there's a problem somewhere in 
the middle, I can get things back to where they were before my code 
started. But this raises a couple of questions:

- Are scrips implicitly wrapped inside database transactions, so that 
rolling back is handled automatically if a scrip fails? If so, is it 
enough to return 0 from Commit method or does the scrip have to fail in 
some other fashion? Or if not, can I safely explicitly use transactions 
inside the scrip code?

- I found this somewhere in your extensions. Is this a recommended way 
of starting a transaction, so that it never - even accidentally - can 
interfere with pre-existing transactions?

    my $in_txn = RT->DatabaseHandle->TransactionDepth;
    RT->DatabaseHandle->BeginTransaction unless $in_txn;
    ...
    RT->DatabaseHandle->Commit unless $in_txn;

Maciej



From migetismad at hotmail.com  Fri Jul 10 04:22:02 2015
From: migetismad at hotmail.com (Ashley Etherington)
Date: Fri, 10 Jul 2015 09:22:02 +0100
Subject: [rt-users] Sorting sorted custom field grouping
Message-ID: <DUB130-W7EC083D518CB75A78B6BCCF9F0@phx.gbl>

Good morning all.
I have recently started grouping all of the custom fields and have come across a small problem in regards to the order that the custom fields are in.  At first I though that the fields would be printed in the order that they are placed in the list, but that does not appear to be the case.  Do they still take their sort order value from the original custom field sorting?  Thank you! 		 	   		  
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From sudormminusrf at gmail.com  Fri Jul 10 10:13:59 2015
From: sudormminusrf at gmail.com (Ste Martin)
Date: Fri, 10 Jul 2015 15:13:59 +0100
Subject: [rt-users] standalone httpd works but not fcgi,
	suspect cpan install location.
Message-ID: <CALsQzzCxKRrSjaz0aor6=RWnMSTd7Onp1XKop7YBVQtAB+nyVQ@mail.gmail.com>

Hey,

Today i'm trying to install RT 4.2.11 on CentOS 7, I read the README and
installed all the dependancies, now testdeps comes back all found and
running the standalone httpd server works fine.

However I am trying to get Apache to serve the RT under fcgi. I have
configured the Virtualhost as described in the README.

However when I visit the site through apache I get an error 500, and in the
error_log are lots of perl errors looking for various Perl modules.

However I believe that cpan has just installed all the modules in
/root/perl5 instead of in a system wide location, The standalone httpd
server seems to work okay because I run it as root, however the Apache
server runs as apache and therefore does not see the cpan installed modules.

I have zero experience with perl and cpan.  Is there a way I can get CPAN
to perhaps install the modules in /usr/lib or a system wide location?

Cheers.

Steve.
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From maks at activetelephones.com  Fri Jul 10 13:06:19 2015
From: maks at activetelephones.com (maks)
Date: Fri, 10 Jul 2015 13:06:19 -0400
Subject: [rt-users] Edit User Information without Admin rights
Message-ID: <559FFB8B.1080008@activetelephones.com>

Hello all,

I am wondering how you handle customer user creation and editing. Upon 
creating a ticket with a new requester email a user is created however 
non admin staff accounts cannot edit the Real Name, Email Address, or 
Name fields for the new customer.
If I log in under the administrator account I can utilize the users menu 
to make changes however I wouldn't want to give everyone admin access of 
course.

Any help is much appreciated. Regards,

*--Maks*

Ext 201
P. 203-876-7978 - F. 203-876-2810
maks at activetelephones.com

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From mzagrabe at d.umn.edu  Fri Jul 10 14:05:42 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 10 Jul 2015 13:05:42 -0500
Subject: [rt-users] Sorting sorted custom field grouping
In-Reply-To: <DUB130-W7EC083D518CB75A78B6BCCF9F0@phx.gbl>
References: <DUB130-W7EC083D518CB75A78B6BCCF9F0@phx.gbl>
Message-ID: <CAOLfK3VvqY2kq1meqs3eQrbG2E5EcCB-nxBDEgYUW9MjDiKD8g@mail.gmail.com>

On Fri, Jul 10, 2015 at 3:22 AM, Ashley Etherington
<migetismad at hotmail.com> wrote:
> Good morning all.
>
> I have recently started grouping all of the custom fields and have come
> across a small problem in regards to the order that the custom fields are
> in.  At first I though that the fields would be printed in the order that
> they are placed in the list, but that does not appear to be the case.  Do
> they still take their sort order value from the original custom field
> sorting?

You are correct. Grouping is done vi SiteConfig.pm and sorting is done
via the web admin UI.

-m


From ashish.patil at shreshtait.com  Sat Jul 11 11:50:48 2015
From: ashish.patil at shreshtait.com (Ashish Patil)
Date: Sat, 11 Jul 2015 21:20:48 +0530
Subject: [rt-users] Filtering email using MailFrom plugin
Message-ID: <CANQnQxS6G9d-zWJzArg3kUNGNsbxqJYvsrO9zdJNzOv=atFbbg@mail.gmail.com>

Hello,

I get a lot of notifications from root at localhost to the email account that
has been configured. I wish to move these emails to a different queue. The
way I tried to do it is by modifying the MailFrom plugin to pattern match
the sender and change the queue. I am unable to change the queue. I wish to
know how this can be done, or is there a simpler way in which I can achieve
it?
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From todd at bestpractical.com  Sat Jul 11 13:34:26 2015
From: todd at bestpractical.com (Todd Wade)
Date: Sat, 11 Jul 2015 13:34:26 -0400
Subject: [rt-users] Filtering email using MailFrom plugin
In-Reply-To: <CANQnQxS6G9d-zWJzArg3kUNGNsbxqJYvsrO9zdJNzOv=atFbbg@mail.gmail.com>
References: <CANQnQxS6G9d-zWJzArg3kUNGNsbxqJYvsrO9zdJNzOv=atFbbg@mail.gmail.com>
Message-ID: <55A153A2.9040703@bestpractical.com>

On 7/11/15 11:50 AM, Ashish Patil wrote:
> I get a lot of notifications from root at localhost to the email account
> that has been configured. I wish to move these emails to a different
> queue. The way I tried to do it is by modifying the MailFrom plugin to
> pattern match the sender and change the queue. I am unable to change the
> queue. I wish to know how this can be done, or is there a simpler way in
> which I can achieve it?

Hello,

Has been configured where? $OwnerEmail?

Assuming RT is doing everything you want except for putting the message 
in the wrong queue, you could do something like this in a scrip with an 
on create condition and custom action and no template:

my $Ticket = $self->TicketObj;

if (my $Requestor = eval { $Ticket->Requestor->UserMembersObj->Next }) {
   if ( $Requestor->EmailAddress eq 'root at localhost' ) {
     my $Queues = RT::Queue->new( RT->SystemUser );
     $Queue->Load( 'System Messages' );
     $Ticket->SetQueue( $Queue->Name );
   }
}

Regards,



From todd at bestpractical.com  Sat Jul 11 13:41:56 2015
From: todd at bestpractical.com (Todd Wade)
Date: Sat, 11 Jul 2015 13:41:56 -0400
Subject: [rt-users] Edit User Information without Admin rights
In-Reply-To: <559FFB8B.1080008@activetelephones.com>
References: <559FFB8B.1080008@activetelephones.com>
Message-ID: <55A15564.4050402@bestpractical.com>

On 7/10/15 1:06 PM, maks wrote:
> I am wondering how you handle customer user creation and editing. Upon
> creating a ticket with a new requester email a user is created however
> non admin staff accounts cannot edit the Real Name, Email Address, or
> Name fields for the new customer.
> If I log in under the administrator account I can utilize the users menu
> to make changes however I wouldn't want to give everyone admin access of
> course.

Hi There,

You'll want to create a group and make the members the people that you 
want to be able to edit users (unless you already have a group of these 
types of people).

Then in the global group rights enter the group name in the 'ADD GROUP' 
field and then grant the group the 'ShowConfigTab' and 'AdminUsers' 
rights under the 'Rights for Administrators' tab.

Unfortunately this will let them see the other links in the Admin menu, 
but if they try to access data in any of the links they will get 
'Permission Denied'



From todd at bestpractical.com  Sat Jul 11 13:52:22 2015
From: todd at bestpractical.com (Todd Wade)
Date: Sat, 11 Jul 2015 13:52:22 -0400
Subject: [rt-users] Error in Dashboard.
In-Reply-To: <CY1PR05MB194562B4A8167266FAE24006CD900@CY1PR05MB1945.namprd05.prod.outlook.com>
References: <CY1PR05MB194562B4A8167266FAE24006CD900@CY1PR05MB1945.namprd05.prod.outlook.com>
Message-ID: <55A157D6.2020507@bestpractical.com>


Hello,

On 7/9/15 4:00 PM, Bryon Baker wrote:
> I already disable all dashboard for group 44.

How did you do this?

> How can I track down which dashboard is producing this error?
>
> Failed to load dashboard 757: Could not load object for RT::Group-44

Its going to be an attribute record with id 757. From your RT install 
directory, run the command:

sbin/rt-attributes-viewer 757

And it will give you information about the dashboard, such as the name.

Regards,



From shayne.alone at gmail.com  Tue Jul 14 01:20:38 2015
From: shayne.alone at gmail.com (AliReza Taleghani)
Date: Tue, 14 Jul 2015 05:20:38 +0000
Subject: [rt-users] external link with multiple parameters on [Refers To and
	Custom Fields]
Message-ID: <CAK627OyO0H4_gdf+SJCRVMvWRpF_ZeCgtPcvSAcaMG91a_722A@mail.gmail.com>

Hi;

I faced with a problem which I thinks it's related on internal RT logics...

I'm trying to integration Zabbix (2.4) with RT (4.2.8).
I'm also using RT API to implement this integration.
the problem is Zabbix Event link is as fallow:

Event: *http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169&eventid=146832
<http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169&eventid=146832>
*

and as you see that link contain two variable which will make it
uniqueness...
- triggerid=14169
- eventid=146832

when I tried to post this link as */links* [refers to] element anything get
done as I interested, except that the link what changed as:


*http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169
<http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169>*

It mean that I losses the eventid and so when I click on the problem show
up... Zabbix can't open the related event just with triggerid.

as I find in RT documents, */links* and it's elements like [refer to] are
mainly used for internal RT tickets linking, so I guest that RT is parsing
the content's on this filed to change it to some think link I see...

so tried to define a CF and use this type of fields for this purpose, but
the same problem accorded again, but why? I can't find this problem out :-?


-- 
Sincerely,
Ali R. Taleghani
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From shayne.alone at gmail.com  Tue Jul 14 02:32:50 2015
From: shayne.alone at gmail.com (AliReza Taleghani)
Date: Tue, 14 Jul 2015 06:32:50 +0000
Subject: [rt-users] external link with multiple parameters on [Refers To
	and Custom Fields]
In-Reply-To: <CAK627OyO0H4_gdf+SJCRVMvWRpF_ZeCgtPcvSAcaMG91a_722A@mail.gmail.com>
References: <CAK627OyO0H4_gdf+SJCRVMvWRpF_ZeCgtPcvSAcaMG91a_722A@mail.gmail.com>
Message-ID: <CAK627OzW80OgV6iz=nnn_gAaAd0bTcwT4NgqRDFJGeuFNK56hA@mail.gmail.com>

forget to say that I am using python client "rtkit" for like this:

*# custom filed updating*
links = { 'content': { 'CF-ZTid': "
http://monitor.example.com?id=1&myd=2&uid=3" } }
refers = rt.post(path=ticket_id + '/edit', payload=links)
*# refers updating*
links = { 'content': { 'RefersTo': "
http://monitor.example.com?id=1&myd=2&uid=3" } }
refers = rt.post(path=ticket_id + '/edit', payload=links)

but in any cases I have *http://monitor.example.com?id=1
<http://monitor.example.com?id=1> * in result.




On Tue, Jul 14, 2015 at 9:50 AM AliReza Taleghani <shayne.alone at gmail.com>
wrote:

> Hi;
>
> I faced with a problem which I thinks it's related on internal RT logics...
>
> I'm trying to integration Zabbix (2.4) with RT (4.2.8).
> I'm also using RT API to implement this integration.
> the problem is Zabbix Event link is as fallow:
>
> Event: *http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169&eventid=146832
> <http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169&eventid=146832> *
>
> and as you see that link contain two variable which will make it
> uniqueness...
> - triggerid=14169
> - eventid=146832
>
> when I tried to post this link as */links* [refers to] element anything
> get done as I interested, except that the link what changed as:
>
>
> *http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169
> <http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169>*
>
> It mean that I losses the eventid and so when I click on the problem show
> up... Zabbix can't open the related event just with triggerid.
>
> as I find in RT documents, */links* and it's elements like [refer to] are
> mainly used for internal RT tickets linking, so I guest that RT is parsing
> the content's on this filed to change it to some think link I see...
>
> so tried to define a CF and use this type of fields for this purpose, but
> the same problem accorded again, but why? I can't find this problem out :-?
>
>
> --
> Sincerely,
> Ali R. Taleghani
>
-- 
Sincerely,
Ali R. Taleghani
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From shayne.alone at gmail.com  Tue Jul 14 02:39:02 2015
From: shayne.alone at gmail.com (AliReza Taleghani)
Date: Tue, 14 Jul 2015 06:39:02 +0000
Subject: [rt-users] external link with multiple parameters on [Refers To
	and Custom Fields]
In-Reply-To: <CAK627OzW80OgV6iz=nnn_gAaAd0bTcwT4NgqRDFJGeuFNK56hA@mail.gmail.com>
References: <CAK627OyO0H4_gdf+SJCRVMvWRpF_ZeCgtPcvSAcaMG91a_722A@mail.gmail.com>
 <CAK627OzW80OgV6iz=nnn_gAaAd0bTcwT4NgqRDFJGeuFNK56hA@mail.gmail.com>
Message-ID: <CAK627Ox5z_k+hrzKH3NBnv2bBYzvofQBs+7_0F5GiAJCD9+XiA@mail.gmail.com>

I also dumped the network traffic to be sure about the rtkit python library:
http://paste.ubuntu.com/11876134/  #wireshark  dump
so I'm sure this is what get append inside RT

On Tue, Jul 14, 2015 at 11:02 AM AliReza Taleghani <shayne.alone at gmail.com>
wrote:

> forget to say that I am using python client "rtkit" for like this:
>
> *# custom filed updating*
> links = { 'content': { 'CF-ZTid': "
> http://monitor.example.com?id=1&myd=2&uid=3" } }
> refers = rt.post(path=ticket_id + '/edit', payload=links)
> *# refers updating*
> links = { 'content': { 'RefersTo': "
> http://monitor.example.com?id=1&myd=2&uid=3" } }
> refers = rt.post(path=ticket_id + '/edit', payload=links)
>
> but in any cases I have *http://monitor.example.com?id=1
> <http://monitor.example.com?id=1> * in result.
>
>
>
>
> On Tue, Jul 14, 2015 at 9:50 AM AliReza Taleghani <shayne.alone at gmail.com>
> wrote:
>
>> Hi;
>>
>> I faced with a problem which I thinks it's related on internal RT
>> logics...
>>
>> I'm trying to integration Zabbix (2.4) with RT (4.2.8).
>> I'm also using RT API to implement this integration.
>> the problem is Zabbix Event link is as fallow:
>>
>> Event: *http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169&eventid=146832
>> <http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169&eventid=146832> *
>>
>> and as you see that link contain two variable which will make it
>> uniqueness...
>> - triggerid=14169
>> - eventid=146832
>>
>> when I tried to post this link as */links* [refers to] element anything
>> get done as I interested, except that the link what changed as:
>>
>>
>> *http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169
>> <http://zabbix.example.com/zabbix/tr_events.php?triggerid=14169>*
>>
>> It mean that I losses the eventid and so when I click on the problem show
>> up... Zabbix can't open the related event just with triggerid.
>>
>> as I find in RT documents, */links* and it's elements like [refer to]
>> are mainly used for internal RT tickets linking, so I guest that RT is
>> parsing the content's on this filed to change it to some think link I see...
>>
>> so tried to define a CF and use this type of fields for this purpose, but
>> the same problem accorded again, but why? I can't find this problem out :-?
>>
>>
>> --
>> Sincerely,
>> Ali R. Taleghani
>>
> --
> Sincerely,
> Ali R. Taleghani
>
-- 
Sincerely,
Ali R. Taleghani
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From mzagrabe at d.umn.edu  Tue Jul 14 12:06:04 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 14 Jul 2015 11:06:04 -0500
Subject: [rt-users] [rt-devel] Need help
In-Reply-To: <CANDUj1Z1aawwOzzpT0HGZEXPw2q-MEbmjVHi4QaSZ==LW_9doA@mail.gmail.com>
References: <CANDUj1Z1aawwOzzpT0HGZEXPw2q-MEbmjVHi4QaSZ==LW_9doA@mail.gmail.com>
Message-ID: <CAOLfK3U0q9RNgh_YrU_y-rwxeks85hi6NLZiP8GVj3=pj2nigQ@mail.gmail.com>

Hello,

This question is better suited for rt-users. I've tweaked the reply
above to move it over.

On Tue, Jul 14, 2015 at 9:55 AM, Guiguemde Jacques Rodrigue
<rodyk.87 at gmail.com> wrote:
> Hello,
> In my manipulations I activated an option that transforms the field
> involved in the creation of a ticket. This field initially
> a dropdown. But now he becomes textbox field with the default value
> Nobody.

Okay.

> I'd really like to reaffirm this combo.

It could have happened due to the number of users who have the
OwnTicket right granted to them. If the number of users with that
right exceed 50, then RT automatically makes the input an autocomplete
instead of drop down.

https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#AutocompleteOwners

If you really want to always force a drop down and you have more than
50 users with OwnTicket right, then you can create your own callback:

from share/html/Elements/SelectOwnerDropdown

my $dropdown_limit = 50;
$m->callback( CallbackName => 'ModifyDropdownLimit', DropdownLimit =>
\$dropdown_limit );

and set it to something big.

-m


From bret at thewortmans.org  Tue Jul 14 12:48:13 2015
From: bret at thewortmans.org (Bret Wortman)
Date: Tue, 14 Jul 2015 12:48:13 -0400
Subject: [rt-users] Weird behavior behind a proxy
Message-ID: <CAN9oxgRag4wOjnVnJoiegt12YqohQAz-=B6KTyJiZEUJSp=Oxw@mail.gmail.com>

I've got a need to share a functioning rt instance behind a proxy, and for
the most part, everything is working fine.

But after actions taken through the proxy, the resulting URLs are always
pointing to the original host name, not the proxy.

On the proxy, we have the following:

ProxyPass   /rt/   http://rt.damascusgrp.com:80/rt/
ProxyPassReverse    /rt/    http://rt.damascusgrp.com:80/rt/

Our users can then access the system okay at
https://proxy.damascusgrp.com/rt/. But after they login, they're directed
to http://rt.damascusgrp.com/rt/. Likewise, after switching back to the
correct URL, after creating or updating a ticket, they are directed to
http://rt.damascusgrp.com/rt/Ticket/Display.html...

What have I missed? I'm by no stretch an expert at either RT or Apache
proxy configuration.

Thanks,


*Bret Wortman*
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From mzagrabe at d.umn.edu  Tue Jul 14 12:53:01 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 14 Jul 2015 11:53:01 -0500
Subject: [rt-users] [rt-devel] Need help
In-Reply-To: <CANDUj1a32F81i0KfLYd=y+_-5VAzMUTB0KozXiD9z-tUqcfWYw@mail.gmail.com>
References: <CANDUj1Z1aawwOzzpT0HGZEXPw2q-MEbmjVHi4QaSZ==LW_9doA@mail.gmail.com>
 <CAOLfK3U0q9RNgh_YrU_y-rwxeks85hi6NLZiP8GVj3=pj2nigQ@mail.gmail.com>
 <CANDUj1a32F81i0KfLYd=y+_-5VAzMUTB0KozXiD9z-tUqcfWYw@mail.gmail.com>
Message-ID: <CAOLfK3Vxs+15GPbMPScBuLWrUjpxGwQxQvGZDkc2r0Gy45e2GA@mail.gmail.com>

On Tue, Jul 14, 2015 at 11:50 AM, Guiguemde Jacques Rodrigue
<rodyk.87 at gmail.com> wrote:
> Ok cool
> Thank u for this information,
> But i tried to follow the instructions given but he did not even offer
> me suggestions when I entered. How to suggestion when I keyboarding?

Hi,

I didn't really give any instructions, just advice and some documentation links.

I'm unable to understand what you are asking. :/

-m


From martin.wheldon at greenhills-it.co.uk  Tue Jul 14 13:40:39 2015
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Tue, 14 Jul 2015 18:40:39 +0100
Subject: [rt-users] Weird behavior behind a proxy
In-Reply-To: <CAN9oxgRag4wOjnVnJoiegt12YqohQAz-=B6KTyJiZEUJSp=Oxw@mail.gmail.com>
References: <CAN9oxgRag4wOjnVnJoiegt12YqohQAz-=B6KTyJiZEUJSp=Oxw@mail.gmail.com>
Message-ID: <9123ecb3d71fe587d5d26e039494e3aa@mail.greenhills-it.co.uk>

Hi Bret,

It looks like you are missing a redirect/rewrite configuration on the 
proxy to map requests from http to https.
Something like the following would be required on the proxy, obviously 
if the client can access the real RT server this won't work

<VirtualHost *:80>

         ServerName rt.damascusgrp.com
         Redirect permanent / https://rt.damascusgrp.com/

</VirtualHost>

Best Regards

Martin

On 2015-07-14 17:48, Bret Wortman wrote:
> I've got a need to share a functioning rt instance behind a proxy, and
> for the most part, everything is working fine.
> 
> But after actions taken through the proxy, the resulting URLs are
> always pointing to the original host name, not the proxy.
> 
> On the proxy, we have the following:
> 
> ProxyPass ? /rt/ ? http://rt.damascusgrp.com:80/rt/ [1]
> ProxyPassReverse ? ?/rt/ ? ?http://rt.damascusgrp.com:80/rt/ [1]
> 
> Our users can then access the system okay at
> https://proxy.damascusgrp.com/rt/ [2]. But after they login, they're
> directed to http://rt.damascusgrp.com/rt/ [3]. Likewise, after
> switching back to the correct URL, after creating or updating a
> ticket, they are directed to
> http://rt.damascusgrp.com/rt/Ticket/Display.html. [4]..
> 
> What have I missed? I'm by no stretch an expert at either RT or Apache
> proxy configuration.
> 
> Thanks,
> 
> Bret Wortman
> 
>  !DSPAM:41,55a53cad136401860415760!
> 
> Links:
> ------
> [1] http://rt.damascusgrp.com:80/rt/
> [2] https://proxy.damascusgrp.com/rt/
> [3] http://rt.damascusgrp.com/rt/
> [4] http://rt.damascusgrp.com/rt/Ticket/Display.html.


From martin.wheldon at greenhills-it.co.uk  Tue Jul 14 13:55:38 2015
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Tue, 14 Jul 2015 18:55:38 +0100
Subject: [rt-users] Weird behavior behind a proxy
In-Reply-To: <9123ecb3d71fe587d5d26e039494e3aa@mail.greenhills-it.co.uk>
References: <CAN9oxgRag4wOjnVnJoiegt12YqohQAz-=B6KTyJiZEUJSp=Oxw@mail.gmail.com>
 <9123ecb3d71fe587d5d26e039494e3aa@mail.greenhills-it.co.uk>
Message-ID: <3129426cd778cad5c6883c17b6e5c900@mail.greenhills-it.co.uk>

Hi Bret,

That should be

          Redirect permanent / https://proxy.damascusgrp.com/

Best Regards

Martin

On 2015-07-14 18:40, Martin Wheldon wrote:
> Hi Bret,
> 
> It looks like you are missing a redirect/rewrite configuration on the
> proxy to map requests from http to https.
> Something like the following would be required on the proxy, obviously
> if the client can access the real RT server this won't work
> 
> <VirtualHost *:80>
> 
>         ServerName rt.damascusgrp.com
>         Redirect permanent / https://rt.damascusgrp.com/
> 
> </VirtualHost>
> 
> Best Regards
> 
> Martin
> 
> On 2015-07-14 17:48, Bret Wortman wrote:
>> I've got a need to share a functioning rt instance behind a proxy, and
>> for the most part, everything is working fine.
>> 
>> But after actions taken through the proxy, the resulting URLs are
>> always pointing to the original host name, not the proxy.
>> 
>> On the proxy, we have the following:
>> 
>> ProxyPass ? /rt/ ? http://rt.damascusgrp.com:80/rt/ [1]
>> ProxyPassReverse ? ?/rt/ ? ?http://rt.damascusgrp.com:80/rt/ [1]
>> 
>> Our users can then access the system okay at
>> https://proxy.damascusgrp.com/rt/ [2]. But after they login, they're
>> directed to http://rt.damascusgrp.com/rt/ [3]. Likewise, after
>> switching back to the correct URL, after creating or updating a
>> ticket, they are directed to
>> http://rt.damascusgrp.com/rt/Ticket/Display.html. [4]..
>> 
>> What have I missed? I'm by no stretch an expert at either RT or Apache
>> proxy configuration.
>> 
>> Thanks,
>> 
>> Bret Wortman
>> 
>>  Links:
>> ------
>> [1] http://rt.damascusgrp.com:80/rt/
>> [2] https://proxy.damascusgrp.com/rt/
>> [3] http://rt.damascusgrp.com/rt/
>> [4] http://rt.damascusgrp.com/rt/Ticket/Display.html.
> 
> !DSPAM:41,55a549b5136401427644005!


From borepstein at gmail.com  Tue Jul 14 17:18:14 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Tue, 14 Jul 2015 17:18:14 -0400
Subject: [rt-users] checking/changing default queue for a user
Message-ID: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>

Hello listmates,

If I as an admin need to set a certain queue for requests originating from
a user - how do I do that? Let us say I have a user John Smith, with an
email of jsmith at abc.com. How do I make it so that every ticket by email
coming from jsmith at abc.com goes into a certain queue.

Thanks.

Boris.
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From ripache at gmail.com  Tue Jul 14 20:57:19 2015
From: ripache at gmail.com (ripache at gmail.com)
Date: Tue, 14 Jul 2015 20:57:19 -0400
Subject: [rt-users] Priority value
Message-ID: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>

Hi,
is there a way i can change the priority field in a ticket to a pull down
menu with 4 options like :
100 - urgent 75 - high, and so on?

Or use a custom field which the user selects, when the ticket is created
update the priorty numeric value?

Thanks in advanced.

Richard

-- 
Richard Pacheco
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From mariogongora01 at gmail.com  Tue Jul 14 23:51:55 2015
From: mariogongora01 at gmail.com (=?UTF-8?Q?Mario_G=C3=B3ngora?=)
Date: Tue, 14 Jul 2015 22:51:55 -0500
Subject: [rt-users] Question about pgp headers using GnuPG Inline option
Message-ID: <CAGqmwc2Bkmk3428pPdbcP0p8xRO5ir2aNWKn_8dVXuk9ZouDhQ@mail.gmail.com>

Hello,

I am trying to implement GnuPG on my RT (version  4.2.10) with the Inline
option, but when I send a message people are receiving this type of
wrapping :

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256

my message


-----BEGIN PGP SIGNATURE----- Version: GnuPG v1
iQEcBAEBCAAGBQJVpc9kAAoJEJ2MEvV/kJGBs6kH/iPSHRLOcXXYwz+tXqp4QmOL
pHmS1yPnAOTluanYul4Mromo6LIQNAHk6FdGPXDMBBBWf/0+GaeNW3q8ap6GKble
+r8pGuygb4fJAlMT4kjDSXVW+b2KeS3dSlSkRKOxnjiQiMfP7ISQ3zXtGYCGI2ix
d0HzRkQ/01qpqKA716CU+G6ft6drtdIDsRqHAg5r9TaEF0bw5lBrUhj4zaaYhAus
a/g+53JdtRqPZ4m7Ve0NT+409I+wxgWJQT74pR9YyYA8hYTh2kbcBKXlCh8BwGMt
SwXgJ4OnBYLJzbmnnXUGaCO/7bsya5aJqyL0d5sSwAxMeOukRY2LSWdVfgZMWuI= =C+re
-----END PGP SIGNATURE-----


instead of something like

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA256

I vote YES on this important measure.

-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1
Comment: See Alan's GPG guide at https://futureboy.us/pgp.html
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=wh+e
-----END PGP SIGNATURE-----



do you have any idea, why is it wrapping the pgp headers that way?


Best regards,


Mario
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From alex at chmrr.net  Wed Jul 15 00:23:52 2015
From: alex at chmrr.net (Alex Vandiver)
Date: Tue, 14 Jul 2015 21:23:52 -0700
Subject: [rt-users] Priority value
In-Reply-To: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
Message-ID: <20150714212352.4798c8c4@umgah.localdomain>

On Tue, 14 Jul 2015 20:57:19 -0400 <ripache at gmail.com> wrote:
> Hi,
> is there a way i can change the priority field in a ticket to a pull
> down menu with 4 options like :
> 100 - urgent 75 - high, and so on?
> 
> Or use a custom field which the user selects, when the ticket is
> created update the priorty numeric value?
> 
> Thanks in advanced.

Try https://metacpan.org/pod/RT::Extension::PriorityAsString

 - Alex


From alex at chmrr.net  Wed Jul 15 00:28:58 2015
From: alex at chmrr.net (Alex Vandiver)
Date: Tue, 14 Jul 2015 21:28:58 -0700
Subject: [rt-users] Question about pgp headers using GnuPG Inline option
In-Reply-To: <CAGqmwc2Bkmk3428pPdbcP0p8xRO5ir2aNWKn_8dVXuk9ZouDhQ@mail.gmail.com>
References: <CAGqmwc2Bkmk3428pPdbcP0p8xRO5ir2aNWKn_8dVXuk9ZouDhQ@mail.gmail.com>
Message-ID: <20150714212858.42545959@umgah.localdomain>

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

On Tue, 14 Jul 2015 22:51:55 -0500 Mario G?ngora
<mariogongora01 at gmail.com> wrote:
> I am trying to implement GnuPG on my RT (version  4.2.10) with the
> Inline option, but when I send a message people are receiving this
> type of wrapping :

Can you show your %Crypt, %GnuPG and %GnuPGOptions settings?  What
version of GPG does `gpg --version` say you're running?

 - Alex
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v2.0.22 (GNU/Linux)

iEYEARECAAYFAlWl4ZEACgkQMflWJZZAbqBi1gCdHYg/6/ZAbfv2a1DyCDggmJYY
MPYAn1Hz3vr0JA4LUhJ4m2ckFC3QSXc2
=/E5T
-----END PGP SIGNATURE-----

From aaron at backblaze.com  Wed Jul 15 01:32:04 2015
From: aaron at backblaze.com (Aaron McCormack)
Date: Tue, 14 Jul 2015 22:32:04 -0700
Subject: [rt-users] Priority value
In-Reply-To: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
Message-ID: <E1018DE3-257A-4E39-916B-221DF6BB9A6B@backblaze.com>

This extension may be what you're looking for -- https://metacpan.org/pod/RT::Extension::PriorityAsString

It'll use configured (from RT_SiteConfig.pm) strings to represent numeric values.

Aaron


> On Jul 14, 2015, at 5:57 PM, ripache at gmail.com wrote:
> 
> Hi, 
> is there a way i can change the priority field in a ticket to a pull down menu with 4 options like :
> 100 - urgent 75 - high, and so on?
> 
> Or use a custom field which the user selects, when the ticket is created update the priorty numeric value?
> 
> Thanks in advanced.
> 
> Richard
> 
> -- 
> Richard Pacheco
> 



From gareth.dawson at pet.cam.ac.uk  Wed Jul 15 04:50:40 2015
From: gareth.dawson at pet.cam.ac.uk (Gareth Dawson)
Date: Wed, 15 Jul 2015 09:50:40 +0100
Subject: [rt-users] Priority value
In-Reply-To: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
Message-ID: <10d001d0bedb$53e53570$fbafa050$@pet.cam.ac.uk>

Richard,

 

There is an extension by Best Practical that changes the numeric priority to a string.

 

https://metacpan.org/pod/RT::Extension::PriorityAsString

 

Gareth

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ripache at gmail.com
Sent: 15 July 2015 01:57
To: rt-users at lists.bestpractical.com; Richard Pacheco
Subject: [rt-users] Priority value

 

Hi, 

is there a way i can change the priority field in a ticket to a pull down menu with 4 options like :

100 - urgent 75 - high, and so on?

 

Or use a custom field which the user selects, when the ticket is created update the priorty numeric value?

 

Thanks in advanced.

 

Richard

-- 
Richard Pacheco

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From josep.andres at bsc.es  Wed Jul 15 06:53:23 2015
From: josep.andres at bsc.es (=?UTF-8?B?Sm9zZXAgTWFuZWwgQW5kcsOpcw==?=)
Date: Wed, 15 Jul 2015 12:53:23 +0200
Subject: [rt-users] Make Custom Field Non Mandatory
Message-ID: <55A63BA3.6030006@bsc.es>

Hi,
I have a CF which Validation is set to  (?#Mandatory).
Making it mandatory to select one of the items from the list.

How can I make it optional? I mean, I can select or not an value.

Thank you in advance!!

Josep Manel


WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From ripache at gmail.com  Wed Jul 15 07:08:10 2015
From: ripache at gmail.com (ripache at gmail.com)
Date: Wed, 15 Jul 2015 07:08:10 -0400
Subject: [rt-users] Priority value
In-Reply-To: <10d001d0bedb$53e53570$fbafa050$@pet.cam.ac.uk>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
 <10d001d0bedb$53e53570$fbafa050$@pet.cam.ac.uk>
Message-ID: <CADXQbL3cNexyy867LZdv_eK0gfX6zZyReCGV6sx9H8Z3udtBPQ@mail.gmail.com>

Thanks to all for your recommendation, will give it a try a let you know.
Thanks once again.

On Wed, Jul 15, 2015 at 4:50 AM, Gareth Dawson <gareth.dawson at pet.cam.ac.uk>
wrote:

> Richard,
>
>
>
> There is an extension by Best Practical that changes the numeric priority
> to a string.
>
>
>
> https://metacpan.org/pod/RT::Extension::PriorityAsString
>
>
>
> Gareth
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *ripache at gmail.com
> *Sent:* 15 July 2015 01:57
> *To:* rt-users at lists.bestpractical.com; Richard Pacheco
> *Subject:* [rt-users] Priority value
>
>
>
> Hi,
>
> is there a way i can change the priority field in a ticket to a pull down
> menu with 4 options like :
>
> 100 - urgent 75 - high, and so on?
>
>
>
> Or use a custom field which the user selects, when the ticket is created
> update the priorty numeric value?
>
>
>
> Thanks in advanced.
>
>
>
> Richard
>
> --
> Richard Pacheco
>



-- 
Richard Pacheco
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From docana at ebi.ac.uk  Wed Jul 15 07:16:20 2015
From: docana at ebi.ac.uk (David Ocana)
Date: Wed, 15 Jul 2015 12:16:20 +0100
Subject: [rt-users] Make Custom Field Non Mandatory
In-Reply-To: <55A63BA3.6030006@bsc.es>
References: <55A63BA3.6030006@bsc.es>
Message-ID: <55A64104.4050601@ebi.ac.uk>

Hi Josep,

Have you tried leaving the Validation field blank?

Cheers,
David

On 15/07/15 11:53, Josep Manel Andr?s wrote:
> Hi,
> I have a CF which Validation is set to  (?#Mandatory).
> Making it mandatory to select one of the items from the list.
>
> How can I make it optional? I mean, I can select or not an value.
>
> Thank you in advance!!
>
> Josep Manel
>
>
> WARNING / LEGAL TEXT: This message is intended only for the use of the
> individual or entity to which it is addressed and may contain
> information which is privileged, confidential, proprietary, or exempt
> from disclosure under applicable law. If you are not the intended
> recipient or the person responsible for delivering the message to the
> intended recipient, you are strictly prohibited from disclosing,
> distributing, copying, or in any way using this message. If you have
> received this communication in error, please notify the sender and
> destroy and delete any copies you may have received.
>
> http://www.bsc.es/disclaimer



From josep.andres at bsc.es  Wed Jul 15 07:53:12 2015
From: josep.andres at bsc.es (=?UTF-8?B?Sm9zZXAgTWFuZWwgQW5kcsOpcw==?=)
Date: Wed, 15 Jul 2015 13:53:12 +0200
Subject: [rt-users] Make Custom Field Non Mandatory
In-Reply-To: <55A64104.4050601@ebi.ac.uk>
References: <55A63BA3.6030006@bsc.es> <55A64104.4050601@ebi.ac.uk>
Message-ID: <55A649A8.1060800@bsc.es>

Hi David,
Right, leaving this field blank works.

Thanks a lot!

On 15/07/15 13:16, David Ocana wrote:
> Hi Josep,
>
> Have you tried leaving the Validation field blank?
>
> Cheers,
> David
>
> On 15/07/15 11:53, Josep Manel Andr?s wrote:
>> Hi,
>> I have a CF which Validation is set to  (?#Mandatory).
>> Making it mandatory to select one of the items from the list.
>>
>> How can I make it optional? I mean, I can select or not an value.
>>
>> Thank you in advance!!
>>
>> Josep Manel
>>
>>
>> WARNING / LEGAL TEXT: This message is intended only for the use of the
>> individual or entity to which it is addressed and may contain
>> information which is privileged, confidential, proprietary, or exempt
>> from disclosure under applicable law. If you are not the intended
>> recipient or the person responsible for delivering the message to the
>> intended recipient, you are strictly prohibited from disclosing,
>> distributing, copying, or in any way using this message. If you have
>> received this communication in error, please notify the sender and
>> destroy and delete any copies you may have received.
>>
>> http://www.bsc.es/disclaimer
>

-- 
Josep Manel Andr?s (josep.andres at bsc.es)
Operations - Barcelona Supercomputing Centre
C/ Jordi Girona, 31  http://www.bsc.es
08034 Barcelona, Spain Tel: +34-93-405 42 14
e-mail: systems at bsc.es Fax: +34-93-413 77 21
-----------------------------------------------

WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From ripache at gmail.com  Wed Jul 15 08:16:09 2015
From: ripache at gmail.com (ripache at gmail.com)
Date: Wed, 15 Jul 2015 08:16:09 -0400
Subject: [rt-users] Priority value
In-Reply-To: <CADXQbL3cNexyy867LZdv_eK0gfX6zZyReCGV6sx9H8Z3udtBPQ@mail.gmail.com>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
 <10d001d0bedb$53e53570$fbafa050$@pet.cam.ac.uk>
 <CADXQbL3cNexyy867LZdv_eK0gfX6zZyReCGV6sx9H8Z3udtBPQ@mail.gmail.com>
Message-ID: <CADXQbL0MVRd54jfT5RFpYgrJniN9++L0j08AM9vHB4ZhXTG+YA@mail.gmail.com>

Thanks once again that worked. Perhaps this is a long shot,
Is there a way Priority field be displayed on the queue when the Ticket is
being created?

Or have a CustomField, they can choose the Priority value, and update (or
set) the Prioirty value?

Thanks once again, really appreciate all of your help.

Richard

On Wed, Jul 15, 2015 at 7:08 AM, <ripache at gmail.com> wrote:

> Thanks to all for your recommendation, will give it a try a let you know.
> Thanks once again.
>
> On Wed, Jul 15, 2015 at 4:50 AM, Gareth Dawson <
> gareth.dawson at pet.cam.ac.uk> wrote:
>
>> Richard,
>>
>>
>>
>> There is an extension by Best Practical that changes the numeric priority
>> to a string.
>>
>>
>>
>> https://metacpan.org/pod/RT::Extension::PriorityAsString
>>
>>
>>
>> Gareth
>>
>>
>>
>> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
>> Behalf Of *ripache at gmail.com
>> *Sent:* 15 July 2015 01:57
>> *To:* rt-users at lists.bestpractical.com; Richard Pacheco
>> *Subject:* [rt-users] Priority value
>>
>>
>>
>> Hi,
>>
>> is there a way i can change the priority field in a ticket to a pull down
>> menu with 4 options like :
>>
>> 100 - urgent 75 - high, and so on?
>>
>>
>>
>> Or use a custom field which the user selects, when the ticket is created
>> update the priorty numeric value?
>>
>>
>>
>> Thanks in advanced.
>>
>>
>>
>> Richard
>>
>> --
>> Richard Pacheco
>>
>
>
>
> --
> Richard Pacheco
>



-- 
Richard Pacheco
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From mariogongora01 at gmail.com  Wed Jul 15 10:59:28 2015
From: mariogongora01 at gmail.com (=?UTF-8?Q?Mario_G=C3=B3ngora?=)
Date: Wed, 15 Jul 2015 09:59:28 -0500
Subject: [rt-users] Question about pgp headers using GnuPG Inline option
In-Reply-To: <20150714212858.42545959@umgah.localdomain>
References: <CAGqmwc2Bkmk3428pPdbcP0p8xRO5ir2aNWKn_8dVXuk9ZouDhQ@mail.gmail.com>
 <20150714212858.42545959@umgah.localdomain>
Message-ID: <CAGqmwc30=ojxO=fNZ10fSyPNwnGa8VC49LYE3kENM_ETG8MBjA@mail.gmail.com>

Hello,

Well, I am using this gnupg's version: gpg (GnuPG) 1.4.16

And below are the options I am actually using for this plugin.

Set( %GnuPG,
        Enable => 1,
        OutgoingMessagesFormat => 'Inline',
        );

Set( %GnuPGOptions,
        homedir =>
        keyserver => 'pgp.mit.edu',
        'always-trust' => undef,
        'auto-key-locate' => 'keyserver',
        'keyserver-options' => 'auto-key-retrieve',
        passphrase =>
        );



Regards,


On Tue, Jul 14, 2015 at 11:28 PM, Alex Vandiver <alex at chmrr.net> wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> On Tue, 14 Jul 2015 22:51:55 -0500 Mario G?ngora
> <mariogongora01 at gmail.com> wrote:
> > I am trying to implement GnuPG on my RT (version  4.2.10) with the
> > Inline option, but when I send a message people are receiving this
> > type of wrapping :
>
> Can you show your %Crypt, %GnuPG and %GnuPGOptions settings?  What
> version of GPG does `gpg --version` say you're running?
>
>  - Alex
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v2.0.22 (GNU/Linux)
>
> iEYEARECAAYFAlWl4ZEACgkQMflWJZZAbqBi1gCdHYg/6/ZAbfv2a1DyCDggmJYY
> MPYAn1Hz3vr0JA4LUhJ4m2ckFC3QSXc2
> =/E5T
> -----END PGP SIGNATURE-----
>
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From bret at thewortmans.org  Wed Jul 15 12:21:28 2015
From: bret at thewortmans.org (Bret Wortman)
Date: Wed, 15 Jul 2015 12:21:28 -0400
Subject: [rt-users] Weird behavior behind a proxy
In-Reply-To: <CAN9oxgRzEX4-PiC_SvvMWn1LoTm6K19g+qu40QYa6vLsTNpDZQ@mail.gmail.com>
References: <CAN9oxgRag4wOjnVnJoiegt12YqohQAz-=B6KTyJiZEUJSp=Oxw@mail.gmail.com>
 <9123ecb3d71fe587d5d26e039494e3aa@mail.greenhills-it.co.uk>
 <3129426cd778cad5c6883c17b6e5c900@mail.greenhills-it.co.uk>
 <CAN9oxgS7Kp-OjpKJx=hWattxWvXvkKxqL0BHmtgnHnGWNuRNqw@mail.gmail.com>
 <4d9e46b7604b58dd7aedcc798f8fc2a8@mail.greenhills-it.co.uk>
 <6B4CF6DA-AFF3-4174-95F1-E46811260FEA@thewortmans.org>
 <CAN9oxgRzEX4-PiC_SvvMWn1LoTm6K19g+qu40QYa6vLsTNpDZQ@mail.gmail.com>
Message-ID: <CAN9oxgR-KGm=fe04GTouvn4xcT_9QPyQLcOr2V8eRqKRcKOgSA@mail.gmail.com>

Just to close the loop on this, here's what I changed to make it work:

Former:

ProxyPass   /rt   http://rt.damascusgrp.com:80/rt
<http://rt.damascusgrp.com/rt/>
ProxyPassReverse    /rt    http://rt.damascusgrp.com:80/rt
<http://rt.damascusgrp.com/rt/>

Now:

ProxyPass   /rt   http://rt.damascusgrp.com:80/rt
<http://rt.damascusgrp.com/rt/>
<Location /rt>
    ProxyPassReverse    /rt
</Location>

This syntax is apparently more robust and has completely solved our
problems with proxying logins, ticket creation, and updates.







*Bret Wortman*


On Wed, Jul 15, 2015 at 7:14 AM, Bret Wortman <bret at thewortmans.org> wrote:

> I did this (proxy is the box hosting my proxy; rt is the actual rt server,
> so i made some changes to your provided code based on what I thought would
> be right:
>
> <VirtualHost rt2.damascusgrp.com:80>
>     ServerName rt2.damascusgrp.com
>     Redirect permanent / https://rt.damascusgrp.com/
> </VirtualHost>
>
> And while this works, the behavior hasn't changed. I still end up back at
> rt.damascusgrp.com after updates, login and creation events.
>
> I also realized I neglected to mention that the reason for the proxying is
> that the rt server isn't visible directly from the network that it's being
> proxied to. So customers there end up with server not found errors whenever
> RT ends up pointing them back to rt.damascusgrp.com. No combination of
> Redirect or Rewrite rules have solved this for me yet but I'm still
> plugging along.
>
>
>
> *Bret Wortman*
>
>
> On Tue, Jul 14, 2015 at 4:36 PM, Bret Wortman <bret at thewortmans.org>
> wrote:
>
>> Thanks, Martin. I?ll start there and let you know. Appreciate the help!
>>
>> > On Jul 14, 2015, at 2:31 PM, Martin Wheldon <
>> martin.wheldon at greenhills-it.co.uk> wrote:
>> >
>> > Hi Bret,
>> >
>> > The first version was just a example/me being lazy and as you correctly
>> say would impact
>> > your other virtual hosts, the following may do what you want.
>> >
>> >
>> > <VirtualHost rt.damascusgrp.com:80>
>> >
>> >         ServerName rt.damascusgrp.com
>> >         Redirect permanent / https://proxy.damascusgrp.com/
>> >
>> > </VirtualHost>
>> >
>> > Otherwise have a look at apache mod rewrite:
>> >
>> > http://httpd.apache.org/docs/2.2/mod/mod_rewrite.html
>> >
>> >
>> > Best Rgards
>> >
>> > Martin
>> >
>> > On 2015-07-14 19:25, Bret Wortman wrote:
>> >> Drat. My proxy is actually proxying for close to a dozen other servers
>> >> and services, so I can't use the <VirtualHost> stuff to make it work.
>> >> I tried bundling it under <Location /rt>, but that just resulted in
>> >> nothing being reachable. I should've included that in my original
>> >> post.
>> >> Maybe if I put rt on another port on the proxy, I can capture it in a
>> >> VirtualHost that way?
>> >> Bret Wortman
>> >> On Tue, Jul 14, 2015 at 1:55 PM, Martin Wheldon
>> >> <martin.wheldon at greenhills-it.co.uk> wrote:
>> >>> Hi Bret,
>> >>> That should be
>> >>>          Redirect permanent / https://proxy.damascusgrp.com/
>> >>> [1]
>> >>> Best Regards
>> >>> Martin
>> >>> On 2015-07-14 18:40, Martin Wheldon wrote:
>> >>> Hi Bret,
>> >>> It looks like you are missing a redirect/rewrite configuration on
>> >>> the
>> >>> proxy to map requests from http to https.
>> >>> Something like the following would be required on the proxy,
>> >>> obviously
>> >>> if the client can access the real RT server this won't work
>> >>> <VirtualHost *:80>
>> >>>         ServerName rt.damascusgrp.com [2]
>> >>>         Redirect permanent / https://rt.damascusgrp.com/ [3]
>> >>> </VirtualHost>
>> >>> Best Regards
>> >>> Martin
>> >>> On 2015-07-14 17:48, Bret Wortman wrote:
>> >>> I've got a need to share a functioning rt instance behind a proxy,
>> >>> and
>> >>> for the most part, everything is working fine.
>> >>> But after actions taken through the proxy, the resulting URLs are
>> >>> always pointing to the original host name, not the proxy.
>> >>> On the proxy, we have the following:
>> >>> ProxyPass   /rt/   http://rt.damascusgrp.com:80/rt/ [4] [1]
>> >>> ProxyPassReverse    /rt/    http://rt.damascusgrp.com:80/rt/
>> >>> [4] [1]
>> >>> Our users can then access the system okay at
>> >>> https://proxy.damascusgrp.com/rt/ [5] [2]. But after they login,
>> >>> they're
>> >>> directed to http://rt.damascusgrp.com/rt/ [6] [3]. Likewise, after
>> >>> switching back to the correct URL, after creating or updating a
>> >>> ticket, they are directed to
>> >>> http://rt.damascusgrp.com/rt/Ticket/Display.html [7]. [4]..
>> >>> What have I missed? I'm by no stretch an expert at either RT or
>> >>> Apache
>> >>> proxy configuration.
>> >>> Thanks,
>> >>> Bret Wortman
>> >>>  Links:
>> >>> ------
>> >>> [1] http://rt.damascusgrp.com:80/rt/ [4]
>> >>> [2] https://proxy.damascusgrp.com/rt/ [5]
>> >>> [3] http://rt.damascusgrp.com/rt/ [6]
>> >>> [4] http://rt.damascusgrp.com/rt/Ticket/Display.html [7].
>> >> !DSPAM:41,55a55362136401213011490!
>> >> Links:
>> >> ------
>> >> [1] https://proxy.damascusgrp.com/
>> >> [2] http://rt.damascusgrp.com
>> >> [3] https://rt.damascusgrp.com/
>> >> [4] http://rt.damascusgrp.com:80/rt/
>> >> [5] https://proxy.damascusgrp.com/rt/
>> >> [6] http://rt.damascusgrp.com/rt/
>> >> [7] http://rt.damascusgrp.com/rt/Ticket/Display.html
>>
>>
>
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From romanmassey at gmail.com  Wed Jul 15 14:46:08 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Wed, 15 Jul 2015 11:46:08 -0700
Subject: [rt-users] can't create ticket when "On Create Autoreply To
 Requestors" scrip is enabled
Message-ID: <etPan.55a6aa70.58b2c895.54d7@rlaptop.local>

Hi Everyone,

On a fairly fresh RT 4.2.9 install, having a weird problem. Unable to create tickets, when creating through web interface it sits for about a minute then gets an error. When creating through email, it gets same error and fires a confirmation email every fetch mail.

If I disable the scrip ?On Create Autoreply to Requestors? then everything works fine (other than the requestors don?t get auto reply, which i require)

Here is the error from apache error log (removed domain name):

[2182] [Wed Jul 15 18:40:22 2015] [info]: <rt-4.2.9-2182-1436985622-547.59-7-0 at example.com> #59/743 - Scrip 7 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:284)
[Wed Jul 15 14:41:02.817655 2015] [fcgid:warn] [pid 1821:tid 140203513018112] [client 174.1.203.63:2074] mod_fcgid: read data timeout in 40 seconds, referer: http://.../Ticket/Create.html?Queue=18
[Wed Jul 15 14:41:02.817752 2015] [core:error] [pid 1821:tid 140203513018112] [client 174.1.203.63:2074] End of script output before headers: rt-server.fcgi, referer: http://.../Ticket/Create.html?Queue=18

Help would be greatly appreciated!

--?
Roman Massey
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From aaron at backblaze.com  Wed Jul 15 15:04:46 2015
From: aaron at backblaze.com (Aaron McCormack)
Date: Wed, 15 Jul 2015 12:04:46 -0700
Subject: [rt-users] Priority value
In-Reply-To: <CADXQbL0MVRd54jfT5RFpYgrJniN9++L0j08AM9vHB4ZhXTG+YA@mail.gmail.com>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
 <10d001d0bedb$53e53570$fbafa050$@pet.cam.ac.uk>
 <CADXQbL3cNexyy867LZdv_eK0gfX6zZyReCGV6sx9H8Z3udtBPQ@mail.gmail.com>
 <CADXQbL0MVRd54jfT5RFpYgrJniN9++L0j08AM9vHB4ZhXTG+YA@mail.gmail.com>
Message-ID: <F96EB476-B2F3-4280-AA2F-854CD7A514BF@backblaze.com>

On the new ticket page, if you click from the Basics to Details in the upper right, it'll have the option for selecting a priority.

You can also do it via a custom field having a scrip set the true priority, an example for the scrip is at http://requesttracker.wikia.com/wiki/CreatePriorityBasedOnCustomFieldValues.  I haven't done this myself, I generally just use the Queue default priority.

Aaron


> On Jul 15, 2015, at 5:16 AM, ripache at gmail.com wrote:
> 
> Thanks once again that worked. Perhaps this is a long shot, 
> Is there a way Priority field be displayed on the queue when the Ticket is being created?
> 
> Or have a CustomField, they can choose the Priority value, and update (or set) the Prioirty value?
> 
> Thanks once again, really appreciate all of your help.
> 
> Richard 
> 
> On Wed, Jul 15, 2015 at 7:08 AM, <ripache at gmail.com <mailto:ripache at gmail.com>> wrote:
> Thanks to all for your recommendation, will give it a try a let you know.
> Thanks once again.
> 
> On Wed, Jul 15, 2015 at 4:50 AM, Gareth Dawson <gareth.dawson at pet.cam.ac.uk <mailto:gareth.dawson at pet.cam.ac.uk>> wrote:
> Richard,
> 
>  
> 
> There is an extension by Best Practical that changes the numeric priority to a string.
> 
>  
> 
> https://metacpan.org/pod/RT::Extension::PriorityAsString <https://metacpan.org/pod/RT::Extension::PriorityAsString>
>  
> 
> Gareth
> 
> ? <>
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com <mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of ripache at gmail.com <mailto:ripache at gmail.com>
> Sent: 15 July 2015 01:57
> To: rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com>; Richard Pacheco
> Subject: [rt-users] Priority value
> 
>  
> 
> Hi, 
> 
> is there a way i can change the priority field in a ticket to a pull down menu with 4 options like :
> 
> 100 - urgent 75 - high, and so on?
> 
>  
> 
> Or use a custom field which the user selects, when the ticket is created update the priorty numeric value?
> 
>  
> 
> Thanks in advanced.
> 
>  
> 
> Richard
> 
> -- 
> Richard Pacheco
> 
> 
> 
> 
> -- 
> Richard Pacheco
> 
> 
> 
> -- 
> Richard Pacheco

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From ripache at gmail.com  Wed Jul 15 20:11:10 2015
From: ripache at gmail.com (ripache at gmail.com)
Date: Wed, 15 Jul 2015 20:11:10 -0400
Subject: [rt-users] Priority value
In-Reply-To: <F96EB476-B2F3-4280-AA2F-854CD7A514BF@backblaze.com>
References: <CADXQbL3QDbjyk8Bb+R-D=OSyerVLaO+0pEAMwp4tc-wW=Wqvyw@mail.gmail.com>
 <10d001d0bedb$53e53570$fbafa050$@pet.cam.ac.uk>
 <CADXQbL3cNexyy867LZdv_eK0gfX6zZyReCGV6sx9H8Z3udtBPQ@mail.gmail.com>
 <CADXQbL0MVRd54jfT5RFpYgrJniN9++L0j08AM9vHB4ZhXTG+YA@mail.gmail.com>
 <F96EB476-B2F3-4280-AA2F-854CD7A514BF@backblaze.com>
Message-ID: <15BFC687-5AB2-4912-8A5B-EF96EDD506E8@gmail.com>

Thanks Aaron

Sent from my iPad

> On Jul 15, 2015, at 3:04 PM, Aaron McCormack <aaron at backblaze.com> wrote:
> 
> On the new ticket page, if you click from the Basics to Details in the upper right, it'll have the option for selecting a priority.
> 
> You can also do it via a custom field having a scrip set the true priority, an example for the scrip is at http://requesttracker.wikia.com/wiki/CreatePriorityBasedOnCustomFieldValues.  I haven't done this myself, I generally just use the Queue default priority.
> 
> Aaron
> 
> 
>> On Jul 15, 2015, at 5:16 AM, ripache at gmail.com wrote:
>> 
>> Thanks once again that worked. Perhaps this is a long shot, 
>> Is there a way Priority field be displayed on the queue when the Ticket is being created?
>> 
>> Or have a CustomField, they can choose the Priority value, and update (or set) the Prioirty value?
>> 
>> Thanks once again, really appreciate all of your help.
>> 
>> Richard 
>> 
>>> On Wed, Jul 15, 2015 at 7:08 AM, <ripache at gmail.com> wrote:
>>> Thanks to all for your recommendation, will give it a try a let you know.
>>> Thanks once again.
>>> 
>>>> On Wed, Jul 15, 2015 at 4:50 AM, Gareth Dawson <gareth.dawson at pet.cam.ac.uk> wrote:
>>>> Richard,
>>>> 
>>>>  
>>>> 
>>>> There is an extension by Best Practical that changes the numeric priority to a string.
>>>> 
>>>>  
>>>> 
>>>> https://metacpan.org/pod/RT::Extension::PriorityAsString
>>>> 
>>>>  
>>>> 
>>>> Gareth
>>>> 
>>>>  
>>>> 
>>>> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ripache at gmail.com
>>>> Sent: 15 July 2015 01:57
>>>> To: rt-users at lists.bestpractical.com; Richard Pacheco
>>>> Subject: [rt-users] Priority value
>>>> 
>>>>  
>>>> 
>>>> Hi, 
>>>> 
>>>> is there a way i can change the priority field in a ticket to a pull down menu with 4 options like :
>>>> 
>>>> 100 - urgent 75 - high, and so on?
>>>> 
>>>>  
>>>> 
>>>> Or use a custom field which the user selects, when the ticket is created update the priorty numeric value?
>>>> 
>>>>  
>>>> 
>>>> Thanks in advanced.
>>>> 
>>>>  
>>>> 
>>>> Richard
>>>> 
>>>> -- 
>>>> Richard Pacheco
>>>> 
>>> 
>>> 
>>> 
>>> -- 
>>> Richard Pacheco
>> 
>> 
>> 
>> -- 
>> Richard Pacheco
> 
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From aaron at backblaze.com  Wed Jul 15 20:50:05 2015
From: aaron at backblaze.com (Aaron McCormack)
Date: Wed, 15 Jul 2015 17:50:05 -0700
Subject: [rt-users] checking/changing default queue for a user
In-Reply-To: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
References: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
Message-ID: <AA1854D1-52C8-4F94-BAE7-E55533E8901A@backblaze.com>

Hi Boris,

Mixing bits of these two might get you on the right track with a scrip processing the ticket upon creation, I use something similar for regex matching patterns in subject lines and assigning to a specific queue.

http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject
http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue

Aaron


> On Jul 14, 2015, at 2:18 PM, Boris Epstein <borepstein at gmail.com> wrote:
> 
> Hello listmates,
> 
> If I as an admin need to set a certain queue for requests originating from a user - how do I do that? Let us say I have a user John Smith, with an email of jsmith at abc.com <mailto:jsmith at abc.com>. How do I make it so that every ticket by email coming from jsmith at abc.com <mailto:jsmith at abc.com> goes into a certain queue.
> 
> Thanks.
> 
> Boris.

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From pierre.legendre at yandex.com  Thu Jul 16 04:35:21 2015
From: pierre.legendre at yandex.com (Pierre Legendre)
Date: Thu, 16 Jul 2015 11:35:21 +0300
Subject: [rt-users] Error with MakeClicky
Message-ID: <1404451437035721@web16m.yandex.ru>

Hi all,

We use RT 4.2.11 IR  3.2  on Centos  with Postgresql 9.3.

When we create a ticket or comment/answer a ticket, we have sometimes the following error : 

Jul 13 16:13:42 rtir.intra RT[10560]: [10560] Can't call method "id" on an undefined value at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default line 115.
Stack:
[/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:115]
[/opt/rt4/share/html/Elements/ShowMessageStanza:61]
[/opt/rt4/share/html/Elements/ShowTransactionAttachments:252]
[/opt/rt4/share/html/Elements/ShowTransactionAttachments:81]
[/opt/rt4/share/html/Elements/ShowTransaction:72]
[/opt/rt4/share/html/Elements/ShowHistory:121]
[/opt/rt4/share/html/Helpers/TicketHistory:48]
[/opt/rt4/share/html/Helpers/autohandler:51]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]
[/opt/rt4/share/html/autohandler:53]

The content of the message is saved in database but is not displayed in the web interface. Instead, we have the error : "An internal RT error has occurred. Your administrator can find more details in RT's log files.".


How can I fix this error?

Thank you in advance!!

Pierre


From pierre.legendre at yandex.com  Thu Jul 16 04:55:01 2015
From: pierre.legendre at yandex.com (Pierre Legendre)
Date: Thu, 16 Jul 2015 11:55:01 +0300
Subject: [rt-users] Error with MakeClicky
In-Reply-To: <1404451437035721@web16m.yandex.ru>
References: <1404451437035721@web16m.yandex.ru>
Message-ID: <1195501437036901@web29m.yandex.ru>

Moreover, when we try to load the bogus comment (https://<hostname>/rt/RTIR/Display.html?id=369?id=369#txn-2475), we have the following error in interface "Could not load ticket 369?id=369) and these errors in logs : 


[21601] [Thu Jul 16 08:50:39 2015] [debug]: Tried to load a bogus ticket id: '369?id=369' (/opt/rt4/sbin/../lib/RT/Ticket.pm:139)
[21601] [Thu Jul 16 08:50:39 2015] [error]: Could not load ticket 369?id=369 (/opt/rt4/share/html/Elements/Error:78)
[21601] [Thu Jul 16 08:50:39 2015] [debug]: Tried to load a bogus ticket id: '369?id=369' (/opt/rt4/sbin/../lib/RT/Ticket.pm:139)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 153. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:153)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 165. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:165)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in numeric ne (!=) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 172. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:171)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 179. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:179)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in numeric ne (!=) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 186. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:185)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 194. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:194)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 195. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:195)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 197. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:197)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 198. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:198)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in numeric eq (==) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 202. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:202)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in numeric ne (!=) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 207. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:202)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 208. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:202)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $type in string eq at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 216. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:216)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 226. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:226)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 234. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:233)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 279. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:278)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 286. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:286)
[21601] [Thu Jul 16 08:50:39 2015] [debug]: Tried to load a bogus ticket id: '' (/opt/rt4/sbin/../lib/RT/Ticket.pm:139)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1954. (/opt/rt4/sbin/../lib/RT/Ticket.pm:1954)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $_[3] in join or string at (eval 528) line 2. ((eval 528):2)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $_[3] in join or string at (eval 528) line 2. ((eval 528):2)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2756. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2756)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2756. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2756)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2789. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2789)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2789. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2789)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: DBD::Pg::st execute failed: ERROR:  invalid input syntax for integer: ""
LINE 1: ...(main.Type = 'ticket') AND ( ( main.EffectiveId = '' )  AND ...
                                                             ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: RT::Handle=HASH(0x7210ec0) couldn't execute the query 'SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( main.EffectiveId = '' )  AND  ( main.id != '' ) ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599.
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7210ec0)', 'SELECT main.* FROM Tickets main  WHERE (main.Status != \'dele...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 239
        DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 986
        RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2416
        RT::Tickets::_DoSearch('RT::Tickets=HASH(0x9feec08)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 507
        DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2388
        RT::Tickets::Next('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2350
        RT::Tickets::ItemsArrayRef('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1968
        RT::Ticket::Merged('RT::Ticket=HASH(0xa0cde20)') called at /opt/rt4/sbin/../lib/RT/User.pm line 1891
        RT::User::HasBookmark('RT::User=HASH(0x9fdf8c8)', 'RT::Ticket=HASH(0xa0cde20)') called at /opt/rt4/share/html/Ticket/Elements/Bookmark line 57
        HTML::Mason::Commands::__ANON__('id', undef) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x74ad990)', 'id', undef) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'id', undef) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1355
        HTML::Mason::Request::scomp('RT::Interface::Web::Request=HASH(0xa07b7a0)', '/Ticket/Elements/Bookmark', 'id', undef) called at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 292
        HTML::Mason::Commands::__ANON__('Path', '/RTIR/Display.html') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7450330)', 'Path', '/RTIR/Display.html') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, 'Path', '/RTIR/Display.html') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm line 138
        RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0xa07b7a0)', 'CallbackName', 'Privileged', 'Path', '/RTIR/Display.html') called at /opt/rt4/share/html/Elements/Tabs line 939
        HTML::Mason::Commands::__ANON__() called at /opt/rt4/share/html/Elements/Tabs line 997
        HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x73d6680)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef) called at /opt/rt4/share/html/Elements/Error line 52
        HTML::Mason::Commands::__ANON__('Why', 'Could not load ticket 369?id=369') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa084cb8)', 'Why', 'Could not load ticket 369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, 'Why', 'Could not load ticket 369?id=369') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1979
        HTML::Mason::Commands::Abort('Could not load ticket 369?id=369') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 2228
        HTML::Mason::Commands::LoadTicket('369?id=369') called at /opt/rt4/local/plugins/RT-IR/html/RTIR/Display.html line 162
        HTML::Mason::Commands::__ANON__('id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x725b490)', 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'id', '369?id=369') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 681
        RT::Interface::Web::ShowRequestedPage('HASH(0xa07b7b8)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 369
        RT::Interface::Web::HandleRequest('HASH(0xa07b7b8)') called at /opt/rt4/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x72703f8)', 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481
        eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433
        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa07b7a0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 96
        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 96
        HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0xa07b7a0)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342
        HTML::Mason::Interp::exec(undef, undef, 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 59
        eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 59
        HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x71a4ce0)', 'HASH(0xa08cba0)', 'HASH(0xa0890b8)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52
        HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0xa0ba718)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 310
        RT::Interface::Web::Handler::__ANON__('CODE(0xa0ba718)') called at /usr/local/share/perl5/Plack/Util.pm line 339
        Plack::Util::__ANON__('CODE(0xa0afa70)') called at /usr/local/share/perl5/Plack/Handler/FCGI.pm line 145
        Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x71e4f18)', 'CODE(0x71c5770)') called at /usr/local/share/perl5/Plack/Loader.pm line 84
        Plack::Loader::run('Plack::Loader=HASH(0x71b9ba8)', 'Plack::Handler::FCGI=HASH(0x71e4f18)') called at /usr/local/share/perl5/Plack/Runner.pm line 277
        Plack::Runner::run('RT::PlackRunner=HASH(0x168a5c0)') called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141
        eval {...} called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141
        RT::PlackRunner::run('RT::PlackRunner=HASH(0x168a5c0)') called at /opt/rt4/sbin/rt-server.fcgi line 162 (/usr/share/perl5/vendor_perl/Carp.pm:103)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1967. (/opt/rt4/sbin/../lib/RT/Ticket.pm:1968)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $_ in hash element at /opt/rt4/sbin/../lib/RT/User.pm line 1896. (/opt/rt4/sbin/../lib/RT/User.pm:1896)
[21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/share/html/Ticket/Elements/Bookmark line 65. (/opt/rt4/share/html/Ticket/Elements/Bookmark:65)




16.07.2015, 11:46, "Pierre Legendre" <pierre.legendre at yandex.com>:
> ?Hi all,
>
> ?We use RT 4.2.11 IR 3.2 on Centos with Postgresql 9.3.
>
> ?When we create a ticket or comment/answer a ticket, we have sometimes the following error :
>
> ?Jul 13 16:13:42 rtir.intra RT[10560]: [10560] Can't call method "id" on an undefined value at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default line 115.
> ?Stack:
> ?[/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:115]
> ?[/opt/rt4/share/html/Elements/ShowMessageStanza:61]
> ?[/opt/rt4/share/html/Elements/ShowTransactionAttachments:252]
> ?[/opt/rt4/share/html/Elements/ShowTransactionAttachments:81]
> ?[/opt/rt4/share/html/Elements/ShowTransaction:72]
> ?[/opt/rt4/share/html/Elements/ShowHistory:121]
> ?[/opt/rt4/share/html/Helpers/TicketHistory:48]
> ?[/opt/rt4/share/html/Helpers/autohandler:51]
> ?[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]
> ?[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]
> ?[/opt/rt4/share/html/autohandler:53]
>
> ?The content of the message is saved in database but is not displayed in the web interface. Instead, we have the error : "An internal RT error has occurred. Your administrator can find more details in RT's log files.".
>
> ?How can I fix this error?
>
> ?Thank you in advance!!
>
> ?Pierre


From murillo at ifi.unicamp.br  Thu Jul 16 10:34:39 2015
From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=)
Date: Thu, 16 Jul 2015 11:34:39 -0300
Subject: [rt-users] Prevent resolution of Ticket that owner is 'Nobody'
Message-ID: <55A7C0FF.2060906@ifi.unicamp.br>

Hi all,

I'm using RT 4.2.8 and would like to prevent ticket resolution in which 
the owner is "Nobody".
For that I'm doing two steps:

  * * Change the custom condition of scrip "On Resolve Notify
    Requestors" to not notify requesters if Owner is 'Nobody':*

*Description:* On Resolve Notify Requestors
*Condition:* User Defined
*Action:* Notify Requestors
*Template:* resolved in HTML

*Custom condition:*
         if((
                 ($self->TransactionObj->Type eq 'Status') or
                 ($self->TransactionObj->Type eq 'Set' and 
$self->TransactionObj->Field eq 'Status')
             ) and
             $self->TransactionObj->NewValue eq 'resolved'
         ) {
             if($self->TicketObj->Owner == $RT::Nobody->id) {
                 $RT::Logger->debug("Do not notify requestors if Owner 
is Nobody");
                 return 0;
             } else {
                 return 1;
             }
         }

         return 0;

  * *Create scrip to change status from resolved to it's old value:*

*Description:* On Resolve Check Owner
*Condition:* On Resolve
*Action:* User Defined
*Template:* Blank

*       Custom action commits code:*
         # get actor ID
         my $Actor = $self->TransactionObj->Creator;

         # if actor is RT_SystemUser then get out of here
         return 1 if $Actor == $RT::SystemUser->id;

         return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

         my ($status, $msg) = 
$self->TicketObj->SetStatus($self->TransactionObj->OldValue);
         unless($status) {
             $RT::Logger->error("Error when setting new status: $msg");
             return undef;
         }

         $RT::Logger->debug("Status changed");

         return 1;

/(The scrips above are divided just for separation of concerns purposes)/

It works, but the message that appears confuses the user: "Status 
changed from 'open' to 'resolved'". But in fact, the status of the 
ticket is "open" (setted in scrip above).

Actually I would like to "lock" the screen, warning the user that it is 
necessary to assign an owner before resolving the ticket.

Someone suggests a better solution? How could I lock the screen and 
display a message to the user?

I tried using the plugin "MandatoryOnTransition" for this purpose, but 
does not work because it just considers empty fields, and the owner is 
set to "Nobody", not empty:
Set (% MandatoryOnTransition,
      '*' => {
          '* -> Resolved' => ['TimeWorked', 'Owner'],
      },
);

Please help me.

Thanks in advance.

-- 
Murillo Azambuja Gon?alves

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From fleon at seguroscatatumbo.com  Thu Jul 16 10:09:35 2015
From: fleon at seguroscatatumbo.com (fleon)
Date: Thu, 16 Jul 2015 07:09:35 -0700 (MST)
Subject: [rt-users] rt-email-dashboards when query returns blank
In-Reply-To: <1434395286038-60171.post@n7.nabble.com>
References: <1434395286038-60171.post@n7.nabble.com>
Message-ID: <1437055775995-60334.post@n7.nabble.com>

Can anyone provide insights on this issue?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/rt-email-dashboards-when-query-returns-blank-tp60171p60334.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mzagrabe at d.umn.edu  Thu Jul 16 10:37:50 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 16 Jul 2015 09:37:50 -0500
Subject: [rt-users] Prevent resolution of Ticket that owner is 'Nobody'
In-Reply-To: <55A7C0FF.2060906@ifi.unicamp.br>
References: <55A7C0FF.2060906@ifi.unicamp.br>
Message-ID: <CAOLfK3UTC6aLm=2V30MEtqZFCwWhhKm7gLP54_pGk=Z9en2w4Q@mail.gmail.com>

Hi,

I didn't read everything in your email. :)

Have you considered a lifecycle where only the Owner is granted the
right to resolve the ticket?

-m

On Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gon?alves
<murillo at ifi.unicamp.br> wrote:
> Hi all,
>
> I'm using RT 4.2.8 and would like to prevent ticket resolution in which the
> owner is "Nobody".
> For that I'm doing two steps:
>
>  Change the custom condition of scrip "On Resolve Notify Requestors" to not
> notify requesters if Owner is 'Nobody':
>
>         Description: On Resolve Notify Requestors
>         Condition: User Defined
>         Action: Notify Requestors
>         Template: resolved in HTML
>
>         Custom condition:
>         if((
>                 ($self->TransactionObj->Type eq 'Status') or
>                 ($self->TransactionObj->Type eq 'Set' and
> $self->TransactionObj->Field eq 'Status')
>             ) and
>             $self->TransactionObj->NewValue eq 'resolved'
>         ) {
>             if($self->TicketObj->Owner == $RT::Nobody->id) {
>                 $RT::Logger->debug("Do not notify requestors if Owner is
> Nobody");
>                 return 0;
>             } else {
>                 return 1;
>             }
>         }
>
>         return 0;
>
> Create scrip to change status from resolved to it's old value:
>
>         Description: On Resolve Check Owner
>         Condition: On Resolve
>         Action: User Defined
>         Template: Blank
>
>        Custom action commits code:
>         # get actor ID
>         my $Actor = $self->TransactionObj->Creator;
>
>         # if actor is RT_SystemUser then get out of here
>         return 1 if $Actor == $RT::SystemUser->id;
>
>         return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>
>         my ($status, $msg) =
> $self->TicketObj->SetStatus($self->TransactionObj->OldValue);
>         unless($status) {
>             $RT::Logger->error("Error when setting new status: $msg");
>             return undef;
>         }
>
>         $RT::Logger->debug("Status changed");
>
>         return 1;
>
> (The scrips above are divided just for separation of concerns purposes)
>
> It works, but the message that appears confuses the user: "Status changed
> from 'open' to 'resolved'". But in fact, the status of the ticket is "open"
> (setted in scrip above).
>
> Actually I would like to "lock" the screen, warning the user that it is
> necessary to assign an owner before resolving the ticket.
>
> Someone suggests a better solution? How could I lock the screen and display
> a message to the user?
>
> I tried using the plugin "MandatoryOnTransition" for this purpose, but does
> not work because it just considers empty fields, and the owner is set to
> "Nobody", not empty:
> Set (% MandatoryOnTransition,
>      '*' => {
>          '* -> Resolved' => ['TimeWorked', 'Owner'],
>      },
> );
>
> Please help me.
>
> Thanks in advance.
>
> --
> Murillo Azambuja Gon?alves


From murillo at ifi.unicamp.br  Thu Jul 16 11:05:56 2015
From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=)
Date: Thu, 16 Jul 2015 12:05:56 -0300
Subject: [rt-users] Prevent resolution of Ticket that owner is 'Nobody'
In-Reply-To: <CAOLfK3UTC6aLm=2V30MEtqZFCwWhhKm7gLP54_pGk=Z9en2w4Q@mail.gmail.com>
References: <55A7C0FF.2060906@ifi.unicamp.br>
 <CAOLfK3UTC6aLm=2V30MEtqZFCwWhhKm7gLP54_pGk=Z9en2w4Q@mail.gmail.com>
Message-ID: <55A7C854.3010901@ifi.unicamp.br>

This can not be done here.
In some queues those responsible for sending transactions (including 
tickets resolution) are not directly involved in the work of tickets.

Even I used the scrip "AutoSetOwner 
<http://requesttracker.wikia.com/wiki/AutoSetOwner>" as a basis to 
create mine.

Anyway thanks for your answer.
Would have another suggestion?

Murillo Azambuja Gon?alves
____________________________________________________

On 07/16/2015 11:37 AM, Matt Zagrabelny wrote:
> Hi,
>
> I didn't read everything in your email. :)
>
> Have you considered a lifecycle where only the Owner is granted the
> right to resolve the ticket?
>
> -m
>
> On Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gon?alves
> <murillo at ifi.unicamp.br> wrote:
>> Hi all,
>>
>> I'm using RT 4.2.8 and would like to prevent ticket resolution in which the
>> owner is "Nobody".
>> For that I'm doing two steps:
>>
>>   Change the custom condition of scrip "On Resolve Notify Requestors" to not
>> notify requesters if Owner is 'Nobody':
>>
>>          Description: On Resolve Notify Requestors
>>          Condition: User Defined
>>          Action: Notify Requestors
>>          Template: resolved in HTML
>>
>>          Custom condition:
>>          if((
>>                  ($self->TransactionObj->Type eq 'Status') or
>>                  ($self->TransactionObj->Type eq 'Set' and
>> $self->TransactionObj->Field eq 'Status')
>>              ) and
>>              $self->TransactionObj->NewValue eq 'resolved'
>>          ) {
>>              if($self->TicketObj->Owner == $RT::Nobody->id) {
>>                  $RT::Logger->debug("Do not notify requestors if Owner is
>> Nobody");
>>                  return 0;
>>              } else {
>>                  return 1;
>>              }
>>          }
>>
>>          return 0;
>>
>> Create scrip to change status from resolved to it's old value:
>>
>>          Description: On Resolve Check Owner
>>          Condition: On Resolve
>>          Action: User Defined
>>          Template: Blank
>>
>>         Custom action commits code:
>>          # get actor ID
>>          my $Actor = $self->TransactionObj->Creator;
>>
>>          # if actor is RT_SystemUser then get out of here
>>          return 1 if $Actor == $RT::SystemUser->id;
>>
>>          return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>>
>>          my ($status, $msg) =
>> $self->TicketObj->SetStatus($self->TransactionObj->OldValue);
>>          unless($status) {
>>              $RT::Logger->error("Error when setting new status: $msg");
>>              return undef;
>>          }
>>
>>          $RT::Logger->debug("Status changed");
>>
>>          return 1;
>>
>> (The scrips above are divided just for separation of concerns purposes)
>>
>> It works, but the message that appears confuses the user: "Status changed
>> from 'open' to 'resolved'". But in fact, the status of the ticket is "open"
>> (setted in scrip above).
>>
>> Actually I would like to "lock" the screen, warning the user that it is
>> necessary to assign an owner before resolving the ticket.
>>
>> Someone suggests a better solution? How could I lock the screen and display
>> a message to the user?
>>
>> I tried using the plugin "MandatoryOnTransition" for this purpose, but does
>> not work because it just considers empty fields, and the owner is set to
>> "Nobody", not empty:
>> Set (% MandatoryOnTransition,
>>       '*' => {
>>           '* -> Resolved' => ['TimeWorked', 'Owner'],
>>       },
>> );
>>
>> Please help me.
>>
>> Thanks in advance.
>>
>> --
>> Murillo Azambuja Gon?alves

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From mzagrabe at d.umn.edu  Thu Jul 16 11:26:43 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 16 Jul 2015 10:26:43 -0500
Subject: [rt-users] Prevent resolution of Ticket that owner is 'Nobody'
In-Reply-To: <55A7C854.3010901@ifi.unicamp.br>
References: <55A7C0FF.2060906@ifi.unicamp.br>
 <CAOLfK3UTC6aLm=2V30MEtqZFCwWhhKm7gLP54_pGk=Z9en2w4Q@mail.gmail.com>
 <55A7C854.3010901@ifi.unicamp.br>
Message-ID: <CAOLfK3WMajT1trGX8epQDHiNhu3HHF-vmrrDY24LGhShyNeyyQ@mail.gmail.com>

On Thu, Jul 16, 2015 at 10:05 AM, Murillo Azambuja Gon?alves
<murillo at ifi.unicamp.br> wrote:
> This can not be done here.
> In some queues those responsible for sending transactions (including tickets
> resolution) are not directly involved in the work of tickets.
>
> Even I used the scrip "AutoSetOwner" as a basis to create mine.
>
> Anyway thanks for your answer.
> Would have another suggestion?

Attach some JS to the Create form and test before posting?

-m


From romanmassey at gmail.com  Thu Jul 16 13:02:37 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Thu, 16 Jul 2015 10:02:37 -0700
Subject: [rt-users] Show all values of "enter multiple values" cf in template
Message-ID: <etPan.55a7e3ad.675b24c8.54d7@rlaptop.local>

Hi Everyone,

I know about {$Ticket->FirstCustomFieldValue(?cfname?)} But I have a custom field with ?enter multiple values? and I need to display all the values in an email template. Is there an object for this?

Help will be greatly appreciated. Thanks!

--?
Roman Massey
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From zoey at braincoral.io  Thu Jul 16 15:52:34 2015
From: zoey at braincoral.io (Zoey Schutt)
Date: Thu, 16 Jul 2015 15:52:34 -0400
Subject: [rt-users] All Incoming SMIME Signed Messages Showing as No Trust
Message-ID: <005a01d0c000$f6621360$e3263a20$@braincoral.io>

Hello,

 

OS and RT4 Info:

 

Debian GNU/Linux 7 (wheezy)

Apache/2.2.22 (Debian)

PHP 5.5.26-1~dotdeb+7.4

Request Tracker 4.2.11

 

I am attempting to configure S/MIME support in my RT4 instance, and I have
every piece working other than the verification of signatures on incoming
email. Signing outbound emails is working perfectly, and signatures are
processed on incoming mail as well. However, all signatures are being shown
as untrusted, with a message such as this: "SMIME: The signature is good,
signed by "Zoey Schutt" , trust is none".

 

Similarly, the keys and certificates I have loaded to sign outgoing messages
are showing as issued by blank, such as this one:

 


SMIME key '"Zoey Schutt" <webmaster at braincoral.io> (issued by )'


Fingerprint:

76c140826f39d9d66ae4dc40328c0f23c177d0ca


Created:

Mon Jul 06 2015


Expire:

Thu Jul 06 2017


User:

"Zoey Schutt" <webmaster at braincoral.io>

 

All of the keys I have been using to test this are valid and certified by
StartCom Class 2. My configuration is as such:

 

Set(@MailPlugins, 'Auth::MailFrom', 'Auth::Crypt');

Set(%SMIME,

    Enable => 1,

    OpenSSL => 'openssl',

    Keyring => q{var/data/smime},

    CAPath => '/opt/rt4/var/data/smime-roots',

    AcceptUntrustedCAs => 1,

    Passphrase => {

        'webmaster at braincoral.io' => 'REMOVED',

        'support at braincoral.io' => 'REMOVED',

        '' => 'fallback',

        },

);

Set(%Crypt,

    Incoming                  => ['SMIME', 'GnuPG'],

    Outgoing                  => 'SMIME',

 

    RejectOnUnencrypted       => 0,

    RejectOnMissingPrivateKey => 1,

    RejectOnBadData           => 1,

 

    AllowEncryptDataInDB      => 0,

 

    Dashboards => {

        Encrypt => 0,

        Sign    => 0,

    },

);

 

I have attached a list of the contents of var/data/smime-roots to a text
file on this email. The contents are just a copy of the /etc/ssl/certs
directory of my server, with c_rehash run on it. I have tried the
configuration with a trailing slash and without on CAPath, and neither have
worked.

 

Any assistance would be greatly appreciated!

 

Regards,

 

Zoey Schutt

Braincoral Technology

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From murillo at ifi.unicamp.br  Thu Jul 16 16:28:58 2015
From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=)
Date: Thu, 16 Jul 2015 17:28:58 -0300
Subject: [rt-users] Prevent resolution of Ticket that owner is 'Nobody'
In-Reply-To: <55A7C854.3010901@ifi.unicamp.br>
References: <55A7C0FF.2060906@ifi.unicamp.br>
 <CAOLfK3UTC6aLm=2V30MEtqZFCwWhhKm7gLP54_pGk=Z9en2w4Q@mail.gmail.com>
 <55A7C854.3010901@ifi.unicamp.br>
Message-ID: <55A8140A.2090407@ifi.unicamp.br>

I resolved that issue editing the plugin file "MandatoryOnTransition.pm" 
(v. 0.09), by doing it accept the Owner field:

line 206
line 207
...
         our @CORE_SUPPORTED  = qw(Content TimeWorked TimeTaken *Owner*);
         our @CORE_TICKET     = qw(TimeWorked *Owner*);
         our %CORE_FOR_UPDATE = (
             TimeWorked  => 'UpdateTimeWorked',
             TimeTaken   => 'UpdateTimeWorked',
             Content     => 'UpdateContent',
*Owner       => 'Owner',*
         );
         our %CORE_FOR_CREATE = (
             TimeWorked  => 'TimeWorked',
             Content     => 'Content',
*Owner       => 'Owner',*
         );
...
line 221
...

line 338
...
         # Check core fields, after canonicalization for update
         for my $field (@$core) {

             # Will we have a value on update/create?
             my $arg = $args{'Ticket'}
                 ? $CORE_FOR_UPDATE{$field}
                 : $CORE_FOR_CREATE{$field};
             next unless $arg;
             next if defined $ARGSRef->{$arg} and length $ARGSRef->{$arg};

*if($field eq 'Owner' and $args{'Ticket'}->$field() == $RT::Nobody->id) {**
**               push @errors,**
**                 $CurrentUser->loc("[_1] is required when changing the 
status to [_2]",**
**                                         $field, $ARGSRef->{Status});**
**             }*

             # Do we have a value currently?
             # In Create the ticket hasn't been created yet.
             next if grep { $_ eq $field } @CORE_TICKET
               and ($args{'Ticket'} && $args{'Ticket'}->$field());

             (my $label = $field) =~ s/(?<=[a-z])(?=[A-Z])/ /g; # /
             push @errors,
               $CurrentUser->loc("[_1] is required when changing the 
status to [_2]",
                                          $label, $ARGSRef->{Status});
         }
line 365
...

I wanted to do it without changes in the source code, but i couldn't 
find a way until this moment.
If anybody has a better idea or knows how to do it without changes in 
the code please tell me.

Anyway here's how I solved that.

Regards,

Murillo Azambuja Gon?alves
____________________________________________________

On 07/16/2015 12:05 PM, Murillo Azambuja Gon?alves wrote:
> This can not be done here.
> In some queues those responsible for sending transactions (including 
> tickets resolution) are not directly involved in the work of tickets.
>
> Even I used the scrip "AutoSetOwner 
> <http://requesttracker.wikia.com/wiki/AutoSetOwner>" as a basis to 
> create mine.
>
> Anyway thanks for your answer.
> Would have another suggestion?
> Murillo Azambuja Gon?alves
> ____________________________________________________
> On 07/16/2015 11:37 AM, Matt Zagrabelny wrote:
>> Hi,
>>
>> I didn't read everything in your email. :)
>>
>> Have you considered a lifecycle where only the Owner is granted the
>> right to resolve the ticket?
>>
>> -m
>>
>> On Thu, Jul 16, 2015 at 9:34 AM, Murillo Azambuja Gon?alves
>> <murillo at ifi.unicamp.br>  wrote:
>>> Hi all,
>>>
>>> I'm using RT 4.2.8 and would like to prevent ticket resolution in which the
>>> owner is "Nobody".
>>> For that I'm doing two steps:
>>>
>>>   Change the custom condition of scrip "On Resolve Notify Requestors" to not
>>> notify requesters if Owner is 'Nobody':
>>>
>>>          Description: On Resolve Notify Requestors
>>>          Condition: User Defined
>>>          Action: Notify Requestors
>>>          Template: resolved in HTML
>>>
>>>          Custom condition:
>>>          if((
>>>                  ($self->TransactionObj->Type eq 'Status') or
>>>                  ($self->TransactionObj->Type eq 'Set' and
>>> $self->TransactionObj->Field eq 'Status')
>>>              ) and
>>>              $self->TransactionObj->NewValue eq 'resolved'
>>>          ) {
>>>              if($self->TicketObj->Owner == $RT::Nobody->id) {
>>>                  $RT::Logger->debug("Do not notify requestors if Owner is
>>> Nobody");
>>>                  return 0;
>>>              } else {
>>>                  return 1;
>>>              }
>>>          }
>>>
>>>          return 0;
>>>
>>> Create scrip to change status from resolved to it's old value:
>>>
>>>          Description: On Resolve Check Owner
>>>          Condition: On Resolve
>>>          Action: User Defined
>>>          Template: Blank
>>>
>>>         Custom action commits code:
>>>          # get actor ID
>>>          my $Actor = $self->TransactionObj->Creator;
>>>
>>>          # if actor is RT_SystemUser then get out of here
>>>          return 1 if $Actor == $RT::SystemUser->id;
>>>
>>>          return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>>>
>>>          my ($status, $msg) =
>>> $self->TicketObj->SetStatus($self->TransactionObj->OldValue);
>>>          unless($status) {
>>>              $RT::Logger->error("Error when setting new status: $msg");
>>>              return undef;
>>>          }
>>>
>>>          $RT::Logger->debug("Status changed");
>>>
>>>          return 1;
>>>
>>> (The scrips above are divided just for separation of concerns purposes)
>>>
>>> It works, but the message that appears confuses the user: "Status changed
>>> from 'open' to 'resolved'". But in fact, the status of the ticket is "open"
>>> (setted in scrip above).
>>>
>>> Actually I would like to "lock" the screen, warning the user that it is
>>> necessary to assign an owner before resolving the ticket.
>>>
>>> Someone suggests a better solution? How could I lock the screen and display
>>> a message to the user?
>>>
>>> I tried using the plugin "MandatoryOnTransition" for this purpose, but does
>>> not work because it just considers empty fields, and the owner is set to
>>> "Nobody", not empty:
>>> Set (% MandatoryOnTransition,
>>>       '*' => {
>>>           '* -> Resolved' => ['TimeWorked', 'Owner'],
>>>       },
>>> );
>>>
>>> Please help me.
>>>
>>> Thanks in advance.
>>>
>>> --
>>> Murillo Azambuja Gon?alves
>

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From romanmassey at gmail.com  Thu Jul 16 16:40:49 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Thu, 16 Jul 2015 13:40:49 -0700
Subject: [rt-users] checking/changing default queue for a user
In-Reply-To: <AA1854D1-52C8-4F94-BAE7-E55533E8901A@backblaze.com>
References: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
 <AA1854D1-52C8-4F94-BAE7-E55533E8901A@backblaze.com>
Message-ID: <etPan.55a816d1.7dd37a3c.54d7@rlaptop.local>

Here?s a scrip I use for assigning queue depending on requestor email address.?

I stripped it down for you so this code is not tested. It runs through a hash so you can put multiple addresses corresponding to multiple queues. If you only need to do it for one address then you can eliminate the hash and while loop. The regex checks if the requestor email address contains the hash key. So you can put a full email address instead of just the domain.


Create a new scrip (condition: On Create, Action: User defined, Template: blank) and I applied it to our ?INCOMING? queue which all tickets created by email go into.

Custom action preparation code:

# initialize vars
my $DestinationQueue;
my $RequestorEmail = $self->TicketObj->RequestorAddresses;

# map domains to queue name
my %DomainToQueueName = (
	'example.com' 	=> 'Example Queue',
	'example2.com' 	=> 'Example Queue #2',
	);

# iterate through dealership list and set the value to put in the CF
while ( my $Key = each %DomainToQueueName )
{
	if( $RequestorEmail=~ /\Q$Key/ ) {
		$DestinationQueue = $DomainToQueueName{$Key};
	}		
}

#set the queue
if($DestinationQueue) {
	my( $st, $msg ) = $self->TicketObj->SetQueue($DestinationQueue);
}

return 1;




--?
Roman Massey

On July 15, 2015 at 5:50:27 PM, Aaron McCormack (aaron at backblaze.com) wrote:

Hi Boris,

Mixing bits of these two might get you on the right track with a scrip processing the ticket upon creation, I use something similar for regex matching patterns in subject lines and assigning to a specific queue.

http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject
http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue

Aaron


On Jul 14, 2015, at 2:18 PM, Boris Epstein <borepstein at gmail.com> wrote:

Hello listmates,

If I as an admin need to set a certain queue for requests originating from a user - how do I do that? Let us say I have a user John Smith, with an email of jsmith at abc.com. How do I make it so that every ticket by email coming from jsmith at abc.com goes into a certain queue.

Thanks.

Boris.

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From vietnguyen at gmail.com  Thu Jul 16 22:29:07 2015
From: vietnguyen at gmail.com (Viet Nguyen)
Date: Thu, 16 Jul 2015 19:29:07 -0700
Subject: [rt-users] Debugging warning messages
Message-ID: <CAGa4098m8pzTrp--svOe2yt5gD_3pFCY2NGQZG9mtyf=uEu+EA@mail.gmail.com>

I'm getting a lot of the following in the logs. How do I begin to debug
this?

 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Use of uninitialized value in string eq at
/usr/local/share/perl5/HTML/FormatText/WithLinks.pm line 143.
(/usr/local/share/perl5/HTML/FormatText/WithLinks.pm:143)
 [warning]: Deep recursion on subroutine "HTML::Element::delete" at
/usr/local/share/perl5/HTML/Element.pm line 567.
(/usr/local/share/perl5/HTML/Element.pm:567)
 [warning]: Deep recursion on subroutine "HTML::Element::delete_content" at
/usr/local/share/perl5/HTML/Element.pm line 580.
(/usr/local/share/perl5/HTML/Element.pm:580)
 [warning]: Deep recursion on subroutine "HTML::Element::delete" at
/usr/local/share/perl5/HTML/Element.pm line 567.
(/usr/local/share/perl5/HTML/Element.pm:567)
 [warning]: Deep recursion on subroutine "HTML::Element::delete_content" at
/usr/local/share/perl5/HTML/Element.pm line 580.
(/usr/local/share/perl5/HTML/Element.pm:580)
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From romanmassey at gmail.com  Thu Jul 16 22:46:35 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Thu, 16 Jul 2015 19:46:35 -0700
Subject: [rt-users] Customizing with overlays, question about file path
Message-ID: <etPan.55a86c8b.527a5380.54d7@rlaptop.local>

Hi Everyone,?

I have an easy question. Where do I create the ?local? dir to put overlays? Confused because there is the path?/usr/src/rt-4.2.9/ but also /opt/rt4/. Do I make /usr/src/rt-4.2.9/local/? or /opt/rt4/local/??

Running RT 4.2.9 on Ubuntu 14.04

Thanks!

--?
Roman Massey
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From pierre.legendre at yandex.com  Fri Jul 17 04:23:03 2015
From: pierre.legendre at yandex.com (Pierre Legendre)
Date: Fri, 17 Jul 2015 11:23:03 +0300
Subject: [rt-users] Disable the update of the history when a custom field is
	updated
Message-ID: <3320031437121383@web19g.yandex.ru>

Hi,

We have a custom field updated with the REST API every hour. 

Each time this field is updated,  the history of the incident is also updated. 

Is it possible to disable the update of the history when this custom field is updated? 

Thanks! 

Pierre


From migetismad at hotmail.com  Fri Jul 17 07:15:21 2015
From: migetismad at hotmail.com (Ashley Etherington)
Date: Fri, 17 Jul 2015 12:15:21 +0100
Subject: [rt-users] Adding multiple members VIA the Rest interface.
Message-ID: <DUB130-W443E565F2C7B059FCF5A92CF980@phx.gbl>

Good morning all.
I am trying to add multiple members to a ticket via the REST Interface.  On the RT interface it states to use spaces to separate multiple, but this does not work for the REST interface.  Does anyone know how this can be achieved?  
Thank you. 		 	   		  
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From Markus.Wildbolz at eu.magna.com  Fri Jul 17 07:21:15 2015
From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com)
Date: Fri, 17 Jul 2015 13:21:15 +0200
Subject: [rt-users] Customizing with overlays, question about file path
Message-ID: <OF23E7C00A.CC9325B2-ONC1257E85.003E4E54-C1257E85.003E5EEE@intier.com>

The right path for this is 

/opt/rt4/local


The other path only holds sources...


Regards,
Markus
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From vaclav.ovsik at i.cz  Fri Jul 17 07:55:04 2015
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 17 Jul 2015 13:55:04 +0200
Subject: [rt-users] p*a*s*s*w*o*r*d quality enforcement?
Message-ID: <20150717115504.GD14704@bobek.localdomain>

Hi,
is there any way to set password quality enforcement better then its
minimal length ($MinimumPasswordLength)?
I mean something like
 http://sourceforge.net/projects/cracklib
 http://www.openwall.com/passwdqc/
or so.

Tried Anyone John The Ripper successfully with RT password hashes?
-- 
Zito


From mzagrabe at d.umn.edu  Fri Jul 17 10:05:49 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 17 Jul 2015 09:05:49 -0500
Subject: [rt-users] p*a*s*s*w*o*r*d quality enforcement?
In-Reply-To: <20150717115504.GD14704@bobek.localdomain>
References: <20150717115504.GD14704@bobek.localdomain>
Message-ID: <CAOLfK3WZ4uk_9Grr0KY7GXbSQtAGk6avkdwB6kjzvp3tKiMU3A@mail.gmail.com>

On Fri, Jul 17, 2015 at 6:55 AM, V?clav Ovs?k <vaclav.ovsik at i.cz> wrote:
> Hi,
> is there any way to set password quality enforcement better then its
> minimal length ($MinimumPasswordLength)?

There is a BeforeUpdate callback in
share/html/Admin/Users/Modify.html. Without looking deeper at the code
I don't know if that will also catch "new" user creation.

You'd have to write a little bit of code and put it in the callback
and fail accordingly if the password didn't meet your requirements.

> I mean something like
>  http://sourceforge.net/projects/cracklib
>  http://www.openwall.com/passwdqc/
> or so.
>
> Tried Anyone John The Ripper successfully with RT password hashes?

We use an SSO in front of RT - so no need to have local hashes.

-m


From romanmassey at gmail.com  Fri Jul 17 13:30:21 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Fri, 17 Jul 2015 10:30:21 -0700
Subject: [rt-users] about signatures
In-Reply-To: <97344147CBA1644584462D6D81C43CE4A3668431@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE48FCB98A8@svex.scheppach.local>
 <CAFdkmpvMCzw1Bhi4KG_Ls2ipufoPM6fGrapV6K0CkQdkj0xOJw@mail.gmail.com>
 <97344147CBA1644584462D6D81C43CE4A3668431@svex.scheppach.local>
Message-ID: <etPan.55a93bad.167c238c.54d7@rlaptop.local>

Hi Bernhard,

From: http://requesttracker.wikia.com/wiki/SignatureToTheTop

working on rt 4.2.9

copy MessageBox to local/html/Elements. if rt is in /opt/rt4:

mkdir /opt/rt4/local/html/Elements && cp /opt/rt4/share/html/Elements/MessageBox $_

change

<% $Default ||??%><% $message?%><% $signature?%></textarea>

to:

<% $Default ||??%><% $signature?%><% $message?%></textarea>

clear your mason cache

rm -rf /opt/rt4/var/mason_data/obj

restart apache

--?
Roman Massey

On June 1, 2015 at 2:46:45 AM, Eierschmalz, Bernhard (bernhard.eierschmalz at scheppach.com) wrote:

Hello Alex,

?

thanks for your detailed mail. I have one idea to fix the position of signature, but for this I need to know one point of configuration.

?

You wrote:

I don't have an easy answer for moving the quoted text beneath the signature.? As a desperate measure, your template could try to detect the beginning of quoted text and truncate all content after it.? There might be a big risk of truncating actual non-quoted content though.

?

This was the basic for my idea.

My idea is to split the {$Transaction->Content()} part into 2 pieces:

1.?????? Until ?on <date> <name> wrote?

2.?????? After ?on <date> <name> wrote?

?

With this splitting I will be able to place the signatures between the 2 parts.

?

But to provide a stable splitting, I would like to change the syntax of ?on ? ? wrote? into some clearly syntax (e.g. with entering a new line with ?_? before the ?on <date> <name> wrote? line)

Can you tell me how to do this?

?

?

Best regards

Bernhard

?

Von: Alex Peters [mailto:alex at peters.net]
Gesendet: Montag, 26. Januar 2015 06:29
An: Eierschmalz, Bernhard
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] about signatures

?

You can use RT templates to add custom signatures to outgoing mail.? The template can read details for the user generating the mail, and output them in any manner that you wish.

?

First, you would need to ensure that the necessary information is entered into each user's account (Admin > Users > Select).

?

Second, you would need to create a template (or modify an existing one) to call on various elements like:

{ $Transaction->CreatorObj->Name }

{ $Transaction->CreatorObj->WorkPhone }

?

You might want to include logic to omit the fields (and possibly log an error to RT's log) if they are empty for a particular user.

?

Other methods on the CreatorObj are available here:

?

https://www.bestpractical.com/docs/rt/4.2/RT/User.html

?

I don't have an easy answer for moving the quoted text beneath the signature.? As a desperate measure, your template could try to detect the beginning of quoted text and truncate all content after it.? There might be a big risk of truncating actual non-quoted content though.

?

?

On 21 January 2015 at 17:47, Eierschmalz, Bernhard <Bernhard.Eierschmalz at scheppach.com> wrote:

Hello,

?

I have 2 questions about signatures.

?

1.?????? For our ?non-request-tracker?-mails I have a HTML-Template, to standardize all our outgoing email signatures (on the email server runs a program that attaches the template with filled in parameters for name phone number etc. to every email)
is it possible to use a HTML-Template like this also for emails sent through request tracker? (the problem is, the software only sees one email address for each queue, so I need to generate the signature directly in RT.

?

2.?????? In the moment our signatures are attached under the quoted text; many customers complain about this. Is it possible to place the signature between message and quoted text?

?

?

By the way: we use RT 4.2.8

?

?

?

Best regards,

Bernhard

?
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From futureal2 at gmail.com  Fri Jul 17 14:49:43 2015
From: futureal2 at gmail.com (Shane Archer)
Date: Fri, 17 Jul 2015 11:49:43 -0700
Subject: [rt-users] After upgrade to RT 4.2, can only access Self Service
Message-ID: <CAMq3S3QtCOKH5La-BLWbnBRtG41zR5JiGk8Y0dg3Ruh3wca8yg@mail.gmail.com>

Hi,

I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
seems to have gone off correctly, I am no longer able to access anything
other than the "Self Service" portal using either of my configured accounts.

If I punch in a ticket number manually I can view the basics of the ticket,
but cannot take any action, view any queues, etc.

I can confirm that the database migrations were run and did not report any
errors.

Any idea on where I might begin in order to troubleshoot this?


Thanks,

Shane
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From mzagrabe at d.umn.edu  Fri Jul 17 15:06:07 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 17 Jul 2015 14:06:07 -0500
Subject: [rt-users] After upgrade to RT 4.2, can only access Self Service
In-Reply-To: <CAMq3S3QtCOKH5La-BLWbnBRtG41zR5JiGk8Y0dg3Ruh3wca8yg@mail.gmail.com>
References: <CAMq3S3QtCOKH5La-BLWbnBRtG41zR5JiGk8Y0dg3Ruh3wca8yg@mail.gmail.com>
Message-ID: <CAOLfK3V_mYtEADzBq7ja_EyiJCXZkdgQEzZ+r-7hcscqeACO4A@mail.gmail.com>

On Fri, Jul 17, 2015 at 1:49 PM, Shane Archer <futureal2 at gmail.com> wrote:
> Hi,
>
> I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
> seems to have gone off correctly, I am no longer able to access anything
> other than the "Self Service" portal using either of my configured accounts.
>
> If I punch in a ticket number manually I can view the basics of the ticket,
> but cannot take any action, view any queues, etc.
>
> I can confirm that the database migrations were run and did not report any
> errors.
>
> Any idea on where I might begin in order to troubleshoot this?

Can you check with the root account?

If not, check the database to see if your user(s) are still
Privileged. For instance:

rt4=# SELECT * from groups, groupmembers where groupmembers.groupid =
groups.id and groups.name = 'Privileged' and groupmembers.memberid =
98 :G
-[ RECORD 1 ]-+-----------------------------
id            | 4
name          | Privileged
description   | Pseudogroup for internal use
domain        | SystemInternal
type          | Privileged
instance      | 0
creator       | 0
created       |
lastupdatedby | 0
lastupdated   |
id            | 333405
groupid       | 4
memberid      | 98
creator       | 0
created       |
lastupdatedby | 0
lastupdated   |

-m


From romanmassey at gmail.com  Fri Jul 17 15:07:04 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Fri, 17 Jul 2015 12:07:04 -0700
Subject: [rt-users] Edit fields on mobile
Message-ID: <etPan.55a95258.4d68b9b0.146@rlaptop.local>

Hi everyone,

is it possible to edit fields on mobile interface? and custom fields?

Thanks!

--?
Roman Massey
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From mzagrabe at d.umn.edu  Fri Jul 17 15:12:23 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 17 Jul 2015 14:12:23 -0500
Subject: [rt-users] Edit fields on mobile
In-Reply-To: <etPan.55a95258.4d68b9b0.146@rlaptop.local>
References: <etPan.55a95258.4d68b9b0.146@rlaptop.local>
Message-ID: <CAOLfK3U+EeZrYF4D7Y+Vn4Xzo0aMh2HTA13RcE8gMpkgtwoyRg@mail.gmail.com>

On Fri, Jul 17, 2015 at 2:07 PM, Roman Massey <romanmassey at gmail.com> wrote:
> Hi everyone,
>
> is it possible to edit fields on mobile interface? and custom fields?

I don't ever use the mobile interface, but you can check the code:

tree share/html/m
share/html/m
??? dhandler
??? _elements
?   ??? footer
?   ??? full_site_link
?   ??? header
?   ??? login
?   ??? menu
?   ??? ticket_list
?   ??? ticket_menu
?   ??? wrapper
??? index.html
??? logout
??? ticket
?   ??? autohandler
?   ??? create
?   ??? history
?   ??? reply
?   ??? select_create_queue
?   ??? show
??? tickets
    ??? search

3 directories, 18 files

Cheers,

-m

From ktm at rice.edu  Fri Jul 17 15:14:22 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 17 Jul 2015 14:14:22 -0500
Subject: [rt-users] Edit fields on mobile
In-Reply-To: <etPan.55a95258.4d68b9b0.146@rlaptop.local>
References: <etPan.55a95258.4d68b9b0.146@rlaptop.local>
Message-ID: <20150717191422.GF3570@aart.rice.edu>

On Fri, Jul 17, 2015 at 12:07:04PM -0700, Roman Massey wrote:
> Hi everyone,
> 
> is it possible to edit fields on mobile interface? and custom fields?
> Thanks!

Hi Roman,

I have added a select group to the mobile interface. I simply modeled them
on existing versions.

Regards,
Ken


From mzagrabe at d.umn.edu  Fri Jul 17 15:29:44 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 17 Jul 2015 14:29:44 -0500
Subject: [rt-users] After upgrade to RT 4.2, can only access Self Service
In-Reply-To: <CAMq3S3RT2awWP4EpoUBC5_DwMxRjOaa0TROAp=Z-SyS=ei7aGQ@mail.gmail.com>
References: <CAMq3S3QtCOKH5La-BLWbnBRtG41zR5JiGk8Y0dg3Ruh3wca8yg@mail.gmail.com>
 <CAOLfK3V_mYtEADzBq7ja_EyiJCXZkdgQEzZ+r-7hcscqeACO4A@mail.gmail.com>
 <CAMq3S3RT2awWP4EpoUBC5_DwMxRjOaa0TROAp=Z-SyS=ei7aGQ@mail.gmail.com>
Message-ID: <CAOLfK3UqQV3aSG2gB8JNoTmTo-OEFtG5idAOhNHw2MVX-EqFwg@mail.gmail.com>

Hey Shane,

Well it is good that things are working again. Let's keep rt-users in
the loop. I've re-added them to the recipients list.

I don't have much for other suggestions at this point.

Cheers,

-m

On Fri, Jul 17, 2015 at 2:22 PM, Shane Archer <futureal2 at gmail.com> wrote:
> On Fri, Jul 17, 2015 at 12:06 PM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>>
>> On Fri, Jul 17, 2015 at 1:49 PM, Shane Archer <futureal2 at gmail.com> wrote:
>> > Hi,
>> >
>> > I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
>> > seems to have gone off correctly, I am no longer able to access anything
>> > other than the "Self Service" portal using either of my configured
>> > accounts.
>> >
>> > If I punch in a ticket number manually I can view the basics of the
>> > ticket,
>> > but cannot take any action, view any queues, etc.
>> >
>> > I can confirm that the database migrations were run and did not report
>> > any
>> > errors.
>> >
>> > Any idea on where I might begin in order to troubleshoot this?
>>
>> Can you check with the root account?
>>
>> If not, check the database to see if your user(s) are still
>> Privileged. For instance:
>>
>> rt4=# SELECT * from groups, groupmembers where groupmembers.groupid =
>> groups.id and groups.name = 'Privileged' and groupmembers.memberid =
>> 98 :G
>> -[ RECORD 1 ]-+-----------------------------
>> id            | 4
>> name          | Privileged
>> description   | Pseudogroup for internal use
>> domain        | SystemInternal
>> type          | Privileged
>> instance      | 0
>> creator       | 0
>> created       |
>> lastupdatedby | 0
>> lastupdated   |
>> id            | 333405
>> groupid       | 4
>> memberid      | 98
>> creator       | 0
>> created       |
>> lastupdatedby | 0
>> lastupdated   |
>>
>> -m
>
>
> I ran that query and appear to have got a similar result to yours (using ID
> 23 which is my normal account):
>
> mysql> SELECT * from Groups, GroupMembers where GroupMembers.groupid =
> Groups.id and Groups.name = 'Privileged' and GroupMembers.memberid = 23 \G
> *************************** 1. row ***************************
>            id: 4
>          Name: Privileged
>   Description: Pseudogroup for internal use
>        Domain: SystemInternal
>          Type: Privileged
>      Instance: 0
>       Creator: 0
>       Created: NULL
> LastUpdatedBy: 0
>   LastUpdated: NULL
>            id: 10
>       GroupId: 4
>      MemberId: 23
>       Creator: 0
>       Created: NULL
> LastUpdatedBy: 0
>   LastUpdated: NULL
>
> Just now, though, I logged in as "root" and it appears to work -- I am able
> to see my usual dashboard.
>
> From that, I went to Admin -> Users -> Select and clicked on my account (the
> same ID 23 from above) and I see that the "Let this user be granted rights
> (Privileged)" is checked. Without performing any action, I logged out, and
> logged back in as my normal account, and _now_ it works.
>
> So it appears to have resolved itself; maybe the process of logging in as
> the root account performed some magic? : )
>
>
> Thanks,
>
> Shane


From pierre.legendre at yandex.com  Mon Jul 20 04:02:24 2015
From: pierre.legendre at yandex.com (Pierre Legendre)
Date: Mon, 20 Jul 2015 11:02:24 +0300
Subject: [rt-users] Error with MakeClicky
In-Reply-To: <1195501437036901@web29m.yandex.ru>
References: <1404451437035721@web16m.yandex.ru>
 <1195501437036901@web29m.yandex.ru>
Message-ID: <311831437379344@web22h.yandex.ru>

Should I clean the mason cache ?

16.07.2015, 12:05, "Pierre Legendre" <pierre.legendre at yandex.com>:
> Moreover, when we try to load the bogus comment (https://<hostname>/rt/RTIR/Display.html?id=369?id=369#txn-2475), we have the following error in interface "Could not load ticket 369?id=369) and these errors in logs :
>
> [21601] [Thu Jul 16 08:50:39 2015] [debug]: Tried to load a bogus ticket id: '369?id=369' (/opt/rt4/sbin/../lib/RT/Ticket.pm:139)
> [21601] [Thu Jul 16 08:50:39 2015] [error]: Could not load ticket 369?id=369 (/opt/rt4/share/html/Elements/Error:78)
> [21601] [Thu Jul 16 08:50:39 2015] [debug]: Tried to load a bogus ticket id: '369?id=369' (/opt/rt4/sbin/../lib/RT/Ticket.pm:139)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 153. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:153)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 165. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:165)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in numeric ne (!=) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 172. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:171)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 179. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:179)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in numeric ne (!=) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 186. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:185)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 194. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:194)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 195. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:195)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 197. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:197)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 198. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:198)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in numeric eq (==) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 202. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:202)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in numeric ne (!=) at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 207. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:202)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 208. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:202)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $type in string eq at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 216. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:216)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 226. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:226)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 234. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:233)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 279. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:278)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 286. (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged:286)
> [21601] [Thu Jul 16 08:50:39 2015] [debug]: Tried to load a bogus ticket id: '' (/opt/rt4/sbin/../lib/RT/Ticket.pm:139)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1954. (/opt/rt4/sbin/../lib/RT/Ticket.pm:1954)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $_[3] in join or string at (eval 528) line 2. ((eval 528):2)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $_[3] in join or string at (eval 528) line 2. ((eval 528):2)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2756. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2756)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2756. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2756)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2789. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2789)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2789. (/opt/rt4/sbin/../lib/RT/Tickets.pm:2789)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: ""
> LINE 1: ...(main.Type = 'ticket') AND ( ( main.EffectiveId = '' ) AND ...
> ?????????????????????????????????????????????????????????????^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: RT::Handle=HASH(0x7210ec0) couldn't execute the query 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( main.EffectiveId = '' ) AND ( main.id != '' ) ) ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599.
> ????????DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7210ec0)', 'SELECT main.* FROM Tickets main WHERE (main.Status != \'dele...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 239
> ????????DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 986
> ????????RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2416
> ????????RT::Tickets::_DoSearch('RT::Tickets=HASH(0x9feec08)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 507
> ????????DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2388
> ????????RT::Tickets::Next('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2350
> ????????RT::Tickets::ItemsArrayRef('RT::Tickets=HASH(0x9feec08)') called at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1968
> ????????RT::Ticket::Merged('RT::Ticket=HASH(0xa0cde20)') called at /opt/rt4/sbin/../lib/RT/User.pm line 1891
> ????????RT::User::HasBookmark('RT::User=HASH(0x9fdf8c8)', 'RT::Ticket=HASH(0xa0cde20)') called at /opt/rt4/share/html/Ticket/Elements/Bookmark line 57
> ????????HTML::Mason::Commands::__ANON__('id', undef) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
> ????????HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x74ad990)', 'id', undef) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
> ????????HTML::Mason::Request::comp(undef, undef, undef, 'id', undef) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1355
> ????????HTML::Mason::Request::scomp('RT::Interface::Web::Request=HASH(0xa07b7a0)', '/Ticket/Elements/Bookmark', 'id', undef) called at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/Tabs/Privileged line 292
> ????????HTML::Mason::Commands::__ANON__('Path', '/RTIR/Display.html') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
> ????????HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7450330)', 'Path', '/RTIR/Display.html') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
> ????????HTML::Mason::Request::comp(undef, undef, 'Path', '/RTIR/Display.html') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm line 138
> ????????RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0xa07b7a0)', 'CallbackName', 'Privileged', 'Path', '/RTIR/Display.html') called at /opt/rt4/share/html/Elements/Tabs line 939
> ????????HTML::Mason::Commands::__ANON__() called at /opt/rt4/share/html/Elements/Tabs line 997
> ????????HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
> ????????HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x73d6680)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
> ????????HTML::Mason::Request::comp(undef, undef) called at /opt/rt4/share/html/Elements/Error line 52
> ????????HTML::Mason::Commands::__ANON__('Why', 'Could not load ticket 369?id=369') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
> ????????HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa084cb8)', 'Why', 'Could not load ticket 369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
> ????????HTML::Mason::Request::comp(undef, undef, 'Why', 'Could not load ticket 369?id=369') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1979
> ????????HTML::Mason::Commands::Abort('Could not load ticket 369?id=369') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 2228
> ????????HTML::Mason::Commands::LoadTicket('369?id=369') called at /opt/rt4/local/plugins/RT-IR/html/RTIR/Display.html line 162
> ????????HTML::Mason::Commands::__ANON__('id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
> ????????HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x725b490)', 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
> ????????HTML::Mason::Request::comp(undef, undef, undef, 'id', '369?id=369') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 681
> ????????RT::Interface::Web::ShowRequestedPage('HASH(0xa07b7b8)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 369
> ????????RT::Interface::Web::HandleRequest('HASH(0xa07b7b8)') called at /opt/rt4/share/html/autohandler line 53
> ????????HTML::Mason::Commands::__ANON__('id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135
> ????????HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x72703f8)', 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1297
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292
> ????????HTML::Mason::Request::comp(undef, undef, undef, 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 481
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 433
> ????????HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa07b7a0)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 96
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 96
> ????????HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0xa07b7a0)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 342
> ????????HTML::Mason::Interp::exec(undef, undef, 'id', '369?id=369') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 59
> ????????eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 59
> ????????HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x71a4ce0)', 'HASH(0xa08cba0)', 'HASH(0xa0890b8)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52
> ????????HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0xa0ba718)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 310
> ????????RT::Interface::Web::Handler::__ANON__('CODE(0xa0ba718)') called at /usr/local/share/perl5/Plack/Util.pm line 339
> ????????Plack::Util::__ANON__('CODE(0xa0afa70)') called at /usr/local/share/perl5/Plack/Handler/FCGI.pm line 145
> ????????Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x71e4f18)', 'CODE(0x71c5770)') called at /usr/local/share/perl5/Plack/Loader.pm line 84
> ????????Plack::Loader::run('Plack::Loader=HASH(0x71b9ba8)', 'Plack::Handler::FCGI=HASH(0x71e4f18)') called at /usr/local/share/perl5/Plack/Runner.pm line 277
> ????????Plack::Runner::run('RT::PlackRunner=HASH(0x168a5c0)') called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141
> ????????eval {...} called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141
> ????????RT::PlackRunner::run('RT::PlackRunner=HASH(0x168a5c0)') called at /opt/rt4/sbin/rt-server.fcgi line 162 (/usr/share/perl5/vendor_perl/Carp.pm:103)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1967. (/opt/rt4/sbin/../lib/RT/Ticket.pm:1968)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $_ in hash element at /opt/rt4/sbin/../lib/RT/User.pm line 1896. (/opt/rt4/sbin/../lib/RT/User.pm:1896)
> [21601] [Thu Jul 16 08:50:39 2015] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt4/share/html/Ticket/Elements/Bookmark line 65. (/opt/rt4/share/html/Ticket/Elements/Bookmark:65)
>
> 16.07.2015, 11:46, "Pierre Legendre" <pierre.legendre at yandex.com>:
>> ??Hi all,
>>
>> ??We use RT 4.2.11 IR 3.2 on Centos with Postgresql 9.3.
>>
>> ??When we create a ticket or comment/answer a ticket, we have sometimes the following error :
>>
>> ??Jul 13 16:13:42 rtir.intra RT[10560]: [10560] Can't call method "id" on an undefined value at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default line 115.
>> ??Stack:
>> ??[/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:115]
>> ??[/opt/rt4/share/html/Elements/ShowMessageStanza:61]
>> ??[/opt/rt4/share/html/Elements/ShowTransactionAttachments:252]
>> ??[/opt/rt4/share/html/Elements/ShowTransactionAttachments:81]
>> ??[/opt/rt4/share/html/Elements/ShowTransaction:72]
>> ??[/opt/rt4/share/html/Elements/ShowHistory:121]
>> ??[/opt/rt4/share/html/Helpers/TicketHistory:48]
>> ??[/opt/rt4/share/html/Helpers/autohandler:51]
>> ??[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]
>> ??[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]
>> ??[/opt/rt4/share/html/autohandler:53]
>>
>> ??The content of the message is saved in database but is not displayed in the web interface. Instead, we have the error : "An internal RT error has occurred. Your administrator can find more details in RT's log files.".
>>
>> ??How can I fix this error?
>>
>> ??Thank you in advance!!
>>
>> ??Pierre


From tom.robinson at motec.com.au  Mon Jul 20 18:48:54 2015
From: tom.robinson at motec.com.au (Tom Robinson)
Date: Tue, 21 Jul 2015 08:48:54 +1000
Subject: [rt-users] Saved search results have wrong URL
Message-ID: <55AD7AD6.10101@motec.com.au>

Hi,

I've just updated from RT 4.0.2 to RT 4.2.11 but have an issue with my saved search results
generating links with /rt3/ in the path. When I remove the /rt3/ component from the URL manually, I
can browse to the ticket.

Here's what the search generates for a ticket link:

http://myrt4/rt3/Ticket/Display.html?id=2379

But when I click through I get 'Page not found - The page you requested could not be found - Please
check the URL and try again.'

If I manually remove the /rt3/ component in the location bar, I can browse to the ticket:

http://myrt4/Ticket/Display.html?id=2379

What is happening to corrupt the ticket URLs?

Kind regards,
Tom

-- 

Tom Robinson
IT Manager/System Administrator

MoTeC Pty Ltd

121 Merrindale Drive
Croydon South
3136 Victoria
Australia

T: +61 3 9761 5050
F: +61 3 9761 5051   
E: tom.robinson at motec.com.au


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From todd at bestpractical.com  Mon Jul 20 20:05:12 2015
From: todd at bestpractical.com (Todd Wade)
Date: Mon, 20 Jul 2015 20:05:12 -0400
Subject: [rt-users] Customizing with overlays, question about file path
In-Reply-To: <etPan.55a86c8b.527a5380.54d7@rlaptop.local>
References: <etPan.55a86c8b.527a5380.54d7@rlaptop.local>
Message-ID: <55AD8CB8.4000205@bestpractical.com>

On 7/16/15 10:46 PM, Roman Massey wrote:
> I have an easy question. Where do I create the ?local? dir to put
> overlays? Confused because there is the path /usr/src/rt-4.2.9/ but also
> /opt/rt4/. Do I make /usr/src/rt-4.2.9/local/? or /opt/rt4/local/?

The latter, /opt/rt4/local

/usr/src/rt-4.2.9 is likely where the source of the extension was 
extracted to and built in. RT was likely then installed in to /opt/rt4

Where does your web server configuration look for RT runtime files? 
Thats you best clue.

Regards,



From tom.robinson at motec.com.au  Tue Jul 21 00:54:16 2015
From: tom.robinson at motec.com.au (Tom Robinson)
Date: Tue, 21 Jul 2015 14:54:16 +1000
Subject: [rt-users] Saved search results have wrong URL
In-Reply-To: <55AD7AD6.10101@motec.com.au>
References: <55AD7AD6.10101@motec.com.au>
Message-ID: <55ADD078.9010706@motec.com.au>

On 21/07/15 08:48, Tom Robinson wrote:
> Hi,
>
> I've just updated from RT 4.0.2 to RT 4.2.11 but have an issue with my saved search results
> generating links with /rt3/ in the path. When I remove the /rt3/ component from the URL manually, I
> can browse to the ticket.
>
> Here's what the search generates for a ticket link:
>
> http://myrt4/rt3/Ticket/Display.html?id=2379
>
> But when I click through I get 'Page not found - The page you requested could not be found - Please
> check the URL and try again.'
>
> If I manually remove the /rt3/ component in the location bar, I can browse to the ticket:
>
> http://myrt4/Ticket/Display.html?id=2379
>
> What is happening to corrupt the ticket URLs?
>
Found it. The query has corrupted/bad hrefs:

'<a href="/rt3/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
'<a href="/rt3/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',

Probably should look more like these:
'<b><a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<b><a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',

I've since found a couple of saved queries that exhibit the same behaviour. All queries have a
specific CustomField in the search criteria. I've not found the exact cause of the conflict but it's
not so onerous to recreate these queries.

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From borepstein at gmail.com  Tue Jul 21 11:59:28 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Tue, 21 Jul 2015 11:59:28 -0400
Subject: [rt-users] checking/changing default queue for a user
In-Reply-To: <etPan.55a816d1.7dd37a3c.54d7@rlaptop.local>
References: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
 <AA1854D1-52C8-4F94-BAE7-E55533E8901A@backblaze.com>
 <etPan.55a816d1.7dd37a3c.54d7@rlaptop.local>
Message-ID: <CADeF1XGa3ugDA95Ap-z3RuObEZ6-nk1OwyobWdOYPkWz7_C_cw@mail.gmail.com>

Roman, Aaron, thanks!

The code looks pretty good and I am sure this is one way to get the job
done.

But what I am wondering is this. Even without any scrips - effectively,
triggers performing custom functions for a particular user of set of users
- the queue gets set up somehow. Then the questions becomes, how? And why
can this not be just a default setting? For instance, if I have two
companies that I provide IT services to, say, "Alpha Motors" and "Bravo
Tires" with a queue dedicated to each one why can't I just assign every
Alpha user  to the Alpha queue and every Bravo user to the Bravo queue just
through the configuration menu? Not saying a feature like this has to exist
already - I personally failed to find it - but it seems like it would make
sense for it to exist.

Cheers,

Boris.


On Thu, Jul 16, 2015 at 4:40 PM, Roman Massey <romanmassey at gmail.com> wrote:

> Here?s a scrip I use for assigning queue depending on requestor email
> address.
>
> I stripped it down for you so this code is not tested. It runs through a
> hash so you can put multiple addresses corresponding to multiple queues. If
> you only need to do it for one address then you can eliminate the hash and
> while loop. The regex checks if the requestor email address contains the
> hash key. So you can put a full email address instead of just the domain.
>
>
> Create a new scrip (condition: On Create, Action: User defined, Template:
> blank) and I applied it to our ?INCOMING? queue which all tickets created
> by email go into.
>
> Custom action preparation code:
>
> # initialize vars
> my $DestinationQueue;
> my $RequestorEmail = $self->TicketObj->RequestorAddresses;
>
> # map domains to queue name
> my %DomainToQueueName = (
> 'example.com' => 'Example Queue',
> 'example2.com' => 'Example Queue #2',
> );
>
> # iterate through dealership list and set the value to put in the CF
> while ( my $Key = each %DomainToQueueName )
> {
> if( $RequestorEmail=~ /\Q$Key/ ) {
> $DestinationQueue = $DomainToQueueName{$Key};
> }
> }
>
> #set the queue
> if($DestinationQueue) {
> my( $st, $msg ) = $self->TicketObj->SetQueue($DestinationQueue);
> }
>
> return 1;
>
>
>
>
> --
> Roman Massey
>
> On July 15, 2015 at 5:50:27 PM, Aaron McCormack (aaron at backblaze.com)
> wrote:
>
> Hi Boris,
>
> Mixing bits of these two might get you on the right track with a scrip
> processing the ticket upon creation, I use something similar for regex
> matching patterns in subject lines and assigning to a specific queue.
>
> http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject
> http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue
>
> Aaron
>
>
>  On Jul 14, 2015, at 2:18 PM, Boris Epstein <borepstein at gmail.com> wrote:
>
>  Hello listmates,
>
> If I as an admin need to set a certain queue for requests originating from
> a user - how do I do that? Let us say I have a user John Smith, with an
> email of jsmith at abc.com. How do I make it so that every ticket by email
> coming from jsmith at abc.com goes into a certain queue.
>
> Thanks.
>
> Boris.
>
>
>
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From borepstein at gmail.com  Tue Jul 21 12:53:33 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Tue, 21 Jul 2015 12:53:33 -0400
Subject: [rt-users] checking/changing default queue for a user
In-Reply-To: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
References: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
Message-ID: <CADeF1XHxmNC7jWqcdmRubTZ+fzwUtSmz66DqkoJQ8q0DWX3ShA@mail.gmail.com>

Hello again,

And just to add to the confusion here:

http://kb.mit.edu/confluence/display/istcontrib/Setting+your+Default+Queue+in+Request+Tracker

Apparently, a setting is indeed supposed to exist to set this parameter.
But I for the life of me can not find it! Where did it go? :)

Any and all help appreciated as always.

Cheers,

Boris.


On Tue, Jul 14, 2015 at 5:18 PM, Boris Epstein <borepstein at gmail.com> wrote:

> Hello listmates,
>
> If I as an admin need to set a certain queue for requests originating from
> a user - how do I do that? Let us say I have a user John Smith, with an
> email of jsmith at abc.com. How do I make it so that every ticket by email
> coming from jsmith at abc.com goes into a certain queue.
>
> Thanks.
>
> Boris.
>
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From ktm at rice.edu  Tue Jul 21 14:57:29 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 21 Jul 2015 13:57:29 -0500
Subject: [rt-users] checking/changing default queue for a user
In-Reply-To: <CADeF1XHxmNC7jWqcdmRubTZ+fzwUtSmz66DqkoJQ8q0DWX3ShA@mail.gmail.com>
References: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
 <CADeF1XHxmNC7jWqcdmRubTZ+fzwUtSmz66DqkoJQ8q0DWX3ShA@mail.gmail.com>
Message-ID: <20150721185729.GW3570@aart.rice.edu>

On Tue, Jul 21, 2015 at 12:53:33PM -0400, Boris Epstein wrote:
> Hello again,
> 
> And just to add to the confusion here:
> 
> http://kb.mit.edu/confluence/display/istcontrib/Setting+your+Default+Queue+in+Request+Tracker
> 
> Apparently, a setting is indeed supposed to exist to set this parameter.
> But I for the life of me can not find it! Where did it go? :)
> 
> Any and all help appreciated as always.
> 
> Cheers,
> 
> Boris.
> 

Hi Boris,

The option is a per-user configuration setting in their Preferences. It may be
scrip(t)able with the RT API.

Regards,
Ken
> 
> On Tue, Jul 14, 2015 at 5:18 PM, Boris Epstein <borepstein at gmail.com> wrote:
> 
> > Hello listmates,
> >
> > If I as an admin need to set a certain queue for requests originating from
> > a user - how do I do that? Let us say I have a user John Smith, with an
> > email of jsmith at abc.com. How do I make it so that every ticket by email
> > coming from jsmith at abc.com goes into a certain queue.
> >
> > Thanks.
> >
> > Boris.
> >


From borepstein at gmail.com  Tue Jul 21 18:19:31 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Tue, 21 Jul 2015 18:19:31 -0400
Subject: [rt-users] checking/changing default queue for a user
In-Reply-To: <20150721185729.GW3570@aart.rice.edu>
References: <CADeF1XGFJ4z5a3NxdV-p7SonPZQEWTD9R8nGB8YER-YxXzFO8w@mail.gmail.com>
 <CADeF1XHxmNC7jWqcdmRubTZ+fzwUtSmz66DqkoJQ8q0DWX3ShA@mail.gmail.com>
 <20150721185729.GW3570@aart.rice.edu>
Message-ID: <CADeF1XHj4Fhv-mimpvV1MDzMgKtu07WDtfpiU+hqKwPSHBerGA@mail.gmail.com>

Ken,

Thanks!

I could not find it in the settings.

However, it turned out that there was a scrip doing the job - universally,
for all users. Which actually makes more sense to me than trying to do it
on a user-by-user basis.

There was some issue with the code in that scrip so I fixed it temporarily
for now for now - and am contemplating better fixes as a permanent solution.

The fix is "On Create" and is run for all newly created tickets - including
the ones emailed in. It is structured along the following lines:

my $queuename = "";
my $email = ($self->TicketObj->RequestorAddresses)[0];
my $user = RT::User->new($RT::SystemUser);
$user->LoadByEmail($email);
die "Couldn't load user by email" unless $user->id;
...

followed by the logic that sets the queue depending upon who the user is.

Thanks once again to everybody for their assistance.

Cheers,

Boris.



On Tue, Jul 21, 2015 at 2:57 PM, ktm at rice.edu <ktm at rice.edu> wrote:

>
> Hi Boris,
>
> The option is a per-user configuration setting in their Preferences. It
> may be
> scrip(t)able with the RT API.
>
> Regards,
> Ken
>
>
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From vaclav.ovsik at i.cz  Wed Jul 22 09:23:11 2015
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Wed, 22 Jul 2015 15:23:11 +0200
Subject: [rt-users] p*a*s*s*w*o*r*d quality enforcement?
In-Reply-To: <CAOLfK3WZ4uk_9Grr0KY7GXbSQtAGk6avkdwB6kjzvp3tKiMU3A@mail.gmail.com>
References: <20150717115504.GD14704@bobek.localdomain>
 <CAOLfK3WZ4uk_9Grr0KY7GXbSQtAGk6avkdwB6kjzvp3tKiMU3A@mail.gmail.com>
Message-ID: <20150722132311.GD21174@bobek.localdomain>

On Fri, Jul 17, 2015 at 09:05:49AM -0500, Matt Zagrabelny wrote:
> On Fri, Jul 17, 2015 at 6:55 AM, V?clav Ovs?k <vaclav.ovsik at i.cz> wrote:
> > Hi,
> > is there any way to set password quality enforcement better then its
> > minimal length ($MinimumPasswordLength)?
> 
> There is a BeforeUpdate callback in
> share/html/Admin/Users/Modify.html. Without looking deeper at the code
> I don't know if that will also catch "new" user creation.
> 
> You'd have to write a little bit of code and put it in the callback
> and fail accordingly if the password didn't meet your requirements.

Uhm. Seems to me better to include this into RT::User::ValidatePassword
I tried this right now and seems to be OK (RT version 4.2.11).
I did a copy of lib/RT/User.pm into local/lib/RT/User.pm and patch it:

commit 96c1079c7efcda70cb0467e5a331c29b6a4a5305
Author: Vaclav Ovsik <vaclav.ovsik at i.cz>
Date:   Wed Jul 22 14:26:35 2015 +0200

    hack ValidatePassword 2/2: cracklib test

diff --git a/local/lib/RT/User.pm b/local/lib/RT/User.pm
index e65478d..627ce75 100644
--- a/local/lib/RT/User.pm
+++ b/local/lib/RT/User.pm
@@ -304,6 +304,11 @@ sub ValidatePassword {
         return ( 0, $self->loc("Password needs to be at least [quant,_1,character,characters] long", RT->Config->Get('MinimumPasswordLength')) );
     }
 
+    require Crypt::Cracklib;
+    if ( ! Crypt::Cracklib::check($password) ) {
+        return ( 0, $self->loc("Password is too weak (cracklib test)") );
+    }
+
     return 1;
 }
 
This is very simple (requires perl CPAN module Crypt::Cracklib). Can it
be a feature request? :)

> > I mean something like
> >  http://sourceforge.net/projects/cracklib
> >  http://www.openwall.com/passwdqc/
> > or so.
> >
> > Tried Anyone John The Ripper successfully with RT password hashes?
> 
> We use an SSO in front of RT - so no need to have local hashes.

We have RT user database standalone.

The above test using Cracklib is not ideal solution as I'm now running
John The Ripper and many people uses modified user-names as passwords.
I'm Using J.T.R for generating the password lists and than test each one
by one for every enabled user with RT::User->IsPassword().
It is very slow for bcrypt hashes.
Cheers

-- 
Zito


From mzagrabe at d.umn.edu  Wed Jul 22 09:34:04 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 22 Jul 2015 08:34:04 -0500
Subject: [rt-users] [Warning: Phish?] Re: p*a*s*s*w*o*r*d quality
	enforcement?
In-Reply-To: <20150722132311.GD21174@bobek.localdomain>
References: <20150717115504.GD14704@bobek.localdomain>
 <CAOLfK3WZ4uk_9Grr0KY7GXbSQtAGk6avkdwB6kjzvp3tKiMU3A@mail.gmail.com>
 <20150722132311.GD21174@bobek.localdomain>
Message-ID: <CAOLfK3Ua5BTbNiSTRF=z7drSoumPNkE5Mig+63Qw+OeauDimaA@mail.gmail.com>

Hey!

On Wed, Jul 22, 2015 at 8:23 AM, V?clav Ovs?k <vaclav.ovsik at i.cz> wrote:

> Uhm. Seems to me better to include this into RT::User::ValidatePassword
> I tried this right now and seems to be OK (RT version 4.2.11).
> I did a copy of lib/RT/User.pm into local/lib/RT/User.pm and patch it:
>
> commit 96c1079c7efcda70cb0467e5a331c29b6a4a5305
> Author: Vaclav Ovsik <vaclav.ovsik at i.cz>
> Date:   Wed Jul 22 14:26:35 2015 +0200
>
>     hack ValidatePassword 2/2: cracklib test
>
> diff --git a/local/lib/RT/User.pm b/local/lib/RT/User.pm
> index e65478d..627ce75 100644
> --- a/local/lib/RT/User.pm
> +++ b/local/lib/RT/User.pm
> @@ -304,6 +304,11 @@ sub ValidatePassword {
>          return ( 0, $self->loc("Password needs to be at least [quant,_1,character,characters] long", RT->Config->Get('MinimumPasswordLength')) );
>      }
>
> +    require Crypt::Cracklib;
> +    if ( ! Crypt::Cracklib::check($password) ) {
> +        return ( 0, $self->loc("Password is too weak (cracklib test)") );
> +    }
> +
>      return 1;
>  }
>
> This is very simple (requires perl CPAN module Crypt::Cracklib). Can it
> be a feature request? :)

I don't know about that. Just a comment on your implementation:

You don't need to copy the whole file. You can overlay just the
subroutine you'd like:

package RT::Site::YourOrg

# any customizations you'd like

# Switch namespace to redefine ValidatePassword
package RT::User;

use strict;
no warnings qw(redefine);

sub ValidatePassword {
# blah
}

1;

Then make sure your module is loaded in your SiteConfig:

Plugin('RT::Site::YourOrg");

-m


From bbaker at copesan.com  Wed Jul 22 11:24:16 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 22 Jul 2015 15:24:16 +0000
Subject: [rt-users] Error in Dashboard.
Message-ID: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>

Hello all

Bumping this to see if I can get some direction?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:bbaker at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: Bryon Baker
Sent: Thursday, July 09, 2015 3:01 PM
To: RT Users (rt-users at lists.bestpractical.com); 'rt-users-request at lists.bestpractical.com'
Subject: Error in Dashboard.

Hello All
How can I track down which dashboard is producing this error?

Failed to load dashboard 757: Could not load object for RT::Group-44

I already disable all dashboard for group 44.

Thanks In advance.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:bbaker at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

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From bbaker at copesan.com  Wed Jul 22 11:25:30 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 22 Jul 2015 15:25:30 +0000
Subject: [rt-users] Error in Dashboard.
In-Reply-To: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
References: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
Message-ID: <CY1PR05MB1945230A97488DDA8052CD64CD830@CY1PR05MB1945.namprd05.prod.outlook.com>

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)

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:bbaker at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Wednesday, July 22, 2015 10:24 AM
To: RT Users (rt-users at lists.bestpractical.com); 'rt-users-request at lists.bestpractical.com'
Subject: Re: [rt-users] Error in Dashboard.

Hello all

Bumping this to see if I can get some direction?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:bbaker at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: Bryon Baker
Sent: Thursday, July 09, 2015 3:01 PM
To: RT Users (rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>); 'rt-users-request at lists.bestpractical.com'
Subject: Error in Dashboard.

Hello All
How can I track down which dashboard is producing this error?

Failed to load dashboard 757: Could not load object for RT::Group-44

I already disable all dashboard for group 44.

Thanks In advance.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:bbaker at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

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From todd at bestpractical.com  Wed Jul 22 18:37:07 2015
From: todd at bestpractical.com (Todd Wade)
Date: Wed, 22 Jul 2015 18:37:07 -0400
Subject: [rt-users] Error in Dashboard.
In-Reply-To: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
References: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
Message-ID: <55B01B13.3040404@bestpractical.com>

On 7/22/15 11:24 AM, Bryon Baker wrote:
> Bumping this to see if I can get some direction?

Hi Bryon, perhaps you missed my reply? Here it is:

On 7/11/15 1:52 PM, Todd Wade wrote:
> On 7/9/15 4:00 PM, Bryon Baker wrote:
>> I already disable all dashboard for group 44.
>
> How did you do this?
>
>> How can I track down which dashboard is producing this error?
>>
>> Failed to load dashboard 757: Could not load object for
>> RT::Group-44
>
> Its going to be an attribute record with id 757. From your RT
> install directory, run the command:
>
> sbin/rt-attributes-viewer 757
>
> And it will give you information about the dashboard, such as the
> name.


From guadagnino.cristiano at creval.it  Thu Jul 23 06:26:28 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 23 Jul 2015 10:26:28 +0000
Subject: [rt-users] What is the meaning of "Scrip #rule"??
Message-ID: <55B0C147.4040200@creval.it>

Hi all,
I have been fighting several hours with this one.

I enabled approvals, but I don't want the requestors to receive any message when their ticket has been approved.
So I disabled two scrips:

  *   When a ticket has been approved by any approver, add correspondence to the original ticket
  *   When a ticket has been approved by all approvers, add correspondence to the original ticket

However, the template that is associated with the second rule is sent anyway.

Looking at the headers of the sent email, I have been able to correlate it to this message in the log:

[18379] [Thu Jul 23 10:00:42 2015] [info]: <rt-4.2.10rc1-18379-1437645642-1012.100492-0-0 at test.bkd><mailto:rt-4.2.10rc1-18379-1437645642-1012.100492-0-0 at test.bkd> #100492/1422269 - Scrip #rule  (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:284)

What is this "Script #rule" thing?
Usually I see a scrip number is other similar rows in the log, but this one is different and I don't know what it means.

Please help.

Cris

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From cloos at netsandbox.de  Thu Jul 23 08:00:13 2015
From: cloos at netsandbox.de (Christian Loos)
Date: Thu, 23 Jul 2015 14:00:13 +0200
Subject: [rt-users] Error in Dashboard.
In-Reply-To: <CY1PR05MB1945230A97488DDA8052CD64CD830@CY1PR05MB1945.namprd05.prod.outlook.com>
References: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
 <CY1PR05MB1945230A97488DDA8052CD64CD830@CY1PR05MB1945.namprd05.prod.outlook.com>
Message-ID: <55B0D74D.5090700@netsandbox.de>

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


From cloos at netsandbox.de  Thu Jul 23 07:54:20 2015
From: cloos at netsandbox.de (Christian Loos)
Date: Thu, 23 Jul 2015 13:54:20 +0200
Subject: [rt-users] Error in Dashboard.
In-Reply-To: <CY1PR05MB1945230A97488DDA8052CD64CD830@CY1PR05MB1945.namprd05.prod.outlook.com>
References: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
 <CY1PR05MB1945230A97488DDA8052CD64CD830@CY1PR05MB1945.namprd05.prod.outlook.com>
Message-ID: <55B0D5EC.5050003@netsandbox.de>

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



From bbaker at copesan.com  Thu Jul 23 10:24:49 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 23 Jul 2015 14:24:49 +0000
Subject: [rt-users] Error in Dashboard.
In-Reply-To: <55B0D74D.5090700@netsandbox.de>
References: <CY1PR05MB1945BBBD53E3E1FD3FC22D8FCD830@CY1PR05MB1945.namprd05.prod.outlook.com>
 <CY1PR05MB1945230A97488DDA8052CD64CD830@CY1PR05MB1945.namprd05.prod.outlook.com>
 <55B0D74D.5090700@netsandbox.de>
Message-ID: <CY1PR05MB1945498868EF5F255E830FFACD820@CY1PR05MB1945.namprd05.prod.outlook.com>

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


From PhilM at Norfield.com  Thu Jul 23 17:47:07 2015
From: PhilM at Norfield.com (Phil McLachlan)
Date: Thu, 23 Jul 2015 21:47:07 +0000
Subject: [rt-users] Custom field name font size
Message-ID: <AFA330DF81FDCD42983EE751FC8FC8A24C99D385@Norf-Genie1.norfieldcorp.com>

I've searched and searched and can't figure out where or how to change the font size of the custom field names.  Does anyone happen to know how to do this?

Thanks!

Phil McLachlan
Norfield LLC

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From mzagrabe at d.umn.edu  Thu Jul 23 18:01:41 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 23 Jul 2015 17:01:41 -0500
Subject: [rt-users] Custom field name font size
In-Reply-To: <AFA330DF81FDCD42983EE751FC8FC8A24C99D385@Norf-Genie1.norfieldcorp.com>
References: <AFA330DF81FDCD42983EE751FC8FC8A24C99D385@Norf-Genie1.norfieldcorp.com>
Message-ID: <CAOLfK3UqrRq5eGocvVnV793fdrzOWgPs8QnGWNj-px0FELygPw@mail.gmail.com>

On Thu, Jul 23, 2015 at 4:47 PM, Phil McLachlan <PhilM at norfield.com> wrote:
> I've searched and searched and can't figure out where or how to change the
> font size of the custom field names.  Does anyone happen to know how to do
> this?

Use CSS? ;)

This may or may not be a simple task depending on your circumstances.

You could:

Create a site specific module and put a CSS file there. Or you could
go to the theme editor and make some changes.

The "id" of the CFs are going to cause headaches, so be aware of that
if you need to use IDs.

-m


From alex at chmrr.net  Fri Jul 24 02:20:10 2015
From: alex at chmrr.net (Alex Vandiver)
Date: Thu, 23 Jul 2015 23:20:10 -0700
Subject: [rt-users] All Incoming SMIME Signed Messages Showing as No
 Trust
In-Reply-To: <005a01d0c000$f6621360$e3263a20$@braincoral.io>
References: <005a01d0c000$f6621360$e3263a20$@braincoral.io>
Message-ID: <20150723232010.5f09f5a6@umgah.localdomain>

On Thu, 16 Jul 2015 15:52:34 -0400 "Zoey Schutt" <zoey at braincoral.io>
wrote:
> OS and RT4 Info:
> 
> Debian GNU/Linux 7 (wheezy)
> Apache/2.2.22 (Debian)
> PHP 5.5.26-1~dotdeb+7.4
> Request Tracker 4.2.11

As a note, RT is written in Perl, not PHP.  The other useful version to
know is the version of openssl, which you can find by running:

   openssl version

> I am attempting to configure S/MIME support in my RT4 instance, and I
> have every piece working other than the verification of signatures on
> incoming email.

What software is generating your certificates, and sending the incoming
mail?  I suspect your certificates are weird in a way that is throwing
openssl off.

Can you send me a simple S/MIME signed message and your CA's PEM file,
off-list, so I can inspect it?

 - Alex


From alex at chmrr.net  Fri Jul 24 02:23:13 2015
From: alex at chmrr.net (Alex Vandiver)
Date: Thu, 23 Jul 2015 23:23:13 -0700
Subject: [rt-users] can't create ticket when "On Create Autoreply To
 Requestors" scrip is enabled
In-Reply-To: <etPan.55a6aa70.58b2c895.54d7@rlaptop.local>
References: <etPan.55a6aa70.58b2c895.54d7@rlaptop.local>
Message-ID: <20150723232313.0278ba84@umgah.localdomain>

On Wed, 15 Jul 2015 11:46:08 -0700 Roman Massey <romanmassey at gmail.com>
wrote:
> On a fairly fresh RT 4.2.9 install, having a weird problem. Unable to
> create tickets, when creating through web interface it sits for about
> a minute then gets an error. When creating through email, it gets
> same error and fires a confirmation email every fetch mail.
> 
> If I disable the scrip ?On Create Autoreply to Requestors? then
> everything works fine (other than the requestors don?t get auto
> reply, which i require)

Do other mail-sending scrips work as expected?  Can you show your
RT_SiteConfig.pm?  What are you using as your local MTA?
 - Alex


From jphilipsen at georgefox.edu  Fri Jul 24 11:03:19 2015
From: jphilipsen at georgefox.edu (Josiah Philipsen)
Date: Fri, 24 Jul 2015 08:03:19 -0700
Subject: [rt-users] Authen::ExternalAuth not connecting to LDAP
Message-ID: <CAP42Nc3JGuir_TDiiqM7zfkYcz=C5isBkd6JF1bVZvExsgkKbg@mail.gmail.com>

I have 3 instances of RT running right now. 2 old ones running RT 3.8.7 and
a new one running 4.2.10. Everything on 3.8.7 is running on Ubuntu 10.0.4
and working well. We are transitioning to 14.0.4 and upgrading RT at the
same time.

I will try to make this obvious and to the point. Below is my RT_Site
Config and a few perl modules that I have installed to confirm this should
be working. I have turned on all debugging logs and the only error I can
find is Login Failed for user ....

I can connect and bind with multiple users including the one used in the
script below using ldapsearch.

Thank you all in advance for any help that you may provide and I look
forward to getting this to work.

Thanks,
Josiah


*RT_SiteConfig.pm*
(I have commented out the new things that I have tried, but the original
items are what we use on the 3.8.7 servers that work.)

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
        Plugin('RT::Authen::ExternalAuth');

### LDAP Configuration ###
Set ( $ExternalAuthPriority,  [ 'GFU_LDAP' ] );
Set ( $ExternalInfoPriority,  [ 'GFU_LDAP' ] );

# Users created from LDAP should be Privileged; this is a core RT
# option.  Additionally, this is the 4.2 name for the option; for RT
# 4.0, is it named $AutoCreate   See the core RT documentation at
# http://docs.bestpractical.com/RT_Config#UserAutocreateDefaultsOnLogin
# for for further details.
#Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } );

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    1);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers, 1);

Set($ExternalSettings, {
        'GFU_LDAP' => {
                'type'                      =>  'ldap',
                'server'                    =>  'myldapserver',
#                'server'                   => 'ldaps://myldapserver'
#                'use_ldaps'                 =>  1,
                'user'                      =>  'CN=***,OU=***,
DC=***,DC=****,DC=***',
                'pass'                      =>  '*****',

                'base'                      =>  'DC=****,DC=****,DC=***',
                'filter'                    =>  '(objectClass=user)',
                # The filter that will only match disabled users
                'd_filter'                  =>
 '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                # Should we try to use TLS to encrypt connections?
                'tls'                       =>  0,
#                'tls'                       =>  {verify => "require",
capath => "/etc/ldap/cacerts/cert.pem" },
                # SSL Version to provide to Net::SSLeay *if* using SSL
                'ssl_version'               =>  3,
                # What other args should I pass to
Net::LDAP->new($host, at args)?
                'net_ldap_args'             => [    version =>  3, port =>
636   ],
#                'net_ldap_args'             => [    version =>  3   ],
                # Does authentication depend on group membership? What
group name?
                'group'                     =>  'CN=All Users,OU=Shared
Mail Groups,DC=campus,DC=georgefox,DC=edu',
                # What is the attribute for the group object that
determines membership?
                'group_attr'                =>  'member',
                ## RT ATTRIBUTE MATCHING SECTION
                # The list of RT attributes that uniquely identify a user
                # This example shows what you *can* specify.. I recommend
reducing this
                # to just the Name and EmailAddress to save encountering
problems later.
                'attr_match_list'           => [        'Name',
                                                        'EmailAddress',
                                                ],
                # The mapping of RT attributes on to LDAP attributes
                'attr_map'                  =>  {       'Name' =>
'sAMAccountName',
                                                        'EmailAddress' =>
'mail',
                                                        'ExternalAuthId' =>
'sAMAccountName',
                                                        'Gecos' =>
'sAMAccountName',
                                                }
                }
    }
);

*Perl Modules:*
This is perl 5, version 18, subversion 2 (v5.18.2) built for
x86_64-linux-gnu-thread-multi

Net::SSLeay is up to date (1.70).
Net::LDAP is up to date (0.65).
Net::LDAPS is up to date (0.06).
Crypt::SSLeay is up to date (0.72).

I installed RT::Authen::ExternalAuth with cpan and with sudo
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From mzagrabe at d.umn.edu  Fri Jul 24 11:09:56 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 24 Jul 2015 10:09:56 -0500
Subject: [rt-users] Fwd:  Custom field name font size
In-Reply-To: <AFA330DF81FDCD42983EE751FC8FC8A24C99D422@Norf-Genie1.norfieldcorp.com>
References: <AFA330DF81FDCD42983EE751FC8FC8A24C99D385@Norf-Genie1.norfieldcorp.com>
 <CAOLfK3UqrRq5eGocvVnV793fdrzOWgPs8QnGWNj-px0FELygPw@mail.gmail.com>
 <AFA330DF81FDCD42983EE751FC8FC8A24C99D422@Norf-Genie1.norfieldcorp.com>
Message-ID: <CAOLfK3UJ+zYEdRNP+urMqpxs2A3iDsTwybn45vxQ7fiEfkaf7w@mail.gmail.com>

[bringing this thread back to rt-users]

On Thu, Jul 23, 2015 at 6:08 PM, Phil McLachlan <PhilM at norfield.com> wrote:
> Thanks for your reply Matt :).
>
> I have no programming experience (disclaimer) but am willing to jump in head first.  I setup 4.2 on a headless Ubuntu Server.  The change would be universal to all the custom fields so I don't think I would need to deal with ID's.  The font size for the custom field titles is extremely small and would just like it to be bigger.

Here are a couple snippets from a Ticket/Create.html rendered page:

 <tr class="edit-custom-field cftype-Select">
    <td class="cflabel">

  <tr class="edit-custom-field cftype-Freeform">
    <td class="cflabel">

You can see the table cell with class "cflabel".

> Are the files in the /Elements folder what control this stuff, or are you referring to Perl modules in Apache?

It does look like the EditCustomField mason components are in
share/html/Elements. I would stay away from there and stick to CSS
only.

I was referring to a perl module. It's not exactly in Apache. I don't
know if there are (good?) online docs for how to create an RT module.

You can avoid the site specific RT module and just make changes to your theme.

/Admin/Tools/Theme.html

Perhaps a CSS snippet like:

td.cflabel {
    font-size: 150%;
}

You may need to make the selector more specific so that the font-size
gets applied, but that is all CSS-foo.

-m


From PhilM at Norfield.com  Fri Jul 24 11:10:29 2015
From: PhilM at Norfield.com (Phil McLachlan)
Date: Fri, 24 Jul 2015 15:10:29 +0000
Subject: [rt-users] Custom field name font size
Message-ID: <AFA330DF81FDCD42983EE751FC8FC8A24C99DA3B@Norf-Genie1.norfieldcorp.com>

Thanks for your reply Matt :).

I have no programming experience (disclaimer) but am willing to jump in head first.  I setup 4.2 on a headless Ubuntu Server.  The change would be universal to all the custom fields so I don't think I would need to deal with ID's.  The font size for the custom field titles is extremely small and I would just like it to be bigger.

Are the files in the /Elements folder what control this stuff, or are you referring to Perl modules in Apache?

Please excuse my total lack of experience. 

Thanks!

Phil McLachlan
Norfield LLC


-----Original Message-----
From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu]
Sent: Thursday, July 23, 2015 3:02 PM
To: Phil McLachlan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom field name font size

On Thu, Jul 23, 2015 at 4:47 PM, Phil McLachlan <PhilM at norfield.com> wrote:
> I've searched and searched and can't figure out where or how to change 
> the font size of the custom field names.  Does anyone happen to know 
> how to do this?

Use CSS? ;)

This may or may not be a simple task depending on your circumstances.

You could:

Create a site specific module and put a CSS file there. Or you could go to the theme editor and make some changes.

The "id" of the CFs are going to cause headaches, so be aware of that if you need to use IDs.

-m


From zoey at braincoral.io  Fri Jul 24 15:35:26 2015
From: zoey at braincoral.io (Zoey Schutt)
Date: Fri, 24 Jul 2015 15:35:26 -0400
Subject: [rt-users] All Incoming SMIME Signed Messages Showing as No
	Trust
In-Reply-To: <20150723232010.5f09f5a6@umgah.localdomain>
References: <005a01d0c000$f6621360$e3263a20$@braincoral.io>
 <20150723232010.5f09f5a6@umgah.localdomain>
Message-ID: <009701d0c647$e52c7ca0$af8575e0$@braincoral.io>

Thank you for the reply! I'll send you the signed email from my other email
address, as I don't have my personal certificate on the computer I am
currently using. It's issued by the same CA as my other ones.

All of my SSL certificates are from StartSSL, Class 2 Verified. Then I just
ran the X.506 binary through openssl and converted them to PEM files. Those
are outgoing of course, my incoming emails that I have been using to test so
far are sent via Outlook 2013.

I will send you the CA's PEM file and a signed message from my other address
as well, off-list.

Extra Version Info:

OpenSSL 1.0.1e 11 Feb 2013
perl 5, version 14, subversion 2 (v5.14.2) built for
x86_64-linux-gnu-thread-multi

Regards,

Zoey Schutt

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Alex Vandiver
Sent: Friday, July 24, 2015 2:20 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] All Incoming SMIME Signed Messages Showing as No
Trust

On Thu, 16 Jul 2015 15:52:34 -0400 "Zoey Schutt" <zoey at braincoral.io>
wrote:
> OS and RT4 Info:
> 
> Debian GNU/Linux 7 (wheezy)
> Apache/2.2.22 (Debian)
> PHP 5.5.26-1~dotdeb+7.4
> Request Tracker 4.2.11

As a note, RT is written in Perl, not PHP.  The other useful version to know
is the version of openssl, which you can find by running:

   openssl version

> I am attempting to configure S/MIME support in my RT4 instance, and I 
> have every piece working other than the verification of signatures on 
> incoming email.

What software is generating your certificates, and sending the incoming
mail?  I suspect your certificates are weird in a way that is throwing
openssl off.

Can you send me a simple S/MIME signed message and your CA's PEM file,
off-list, so I can inspect it?

 - Alex




From christophe.arbez at gmail.com  Mon Jul 27 05:27:43 2015
From: christophe.arbez at gmail.com (ARBEZ Christophe)
Date: Mon, 27 Jul 2015 11:27:43 +0200
Subject: [rt-users] Locating "The RT System itself "
Message-ID: <CAH-fr8eXznaJkH2WE0cB9ipeTfBikqq6us5MrvCXP9DjnMCkFQ@mail.gmail.com>

Hi,

I would like translate the sentence "The RT System itself " which appears
when a status transaction done in a ticket. I tried to locate this in the
transaction or ticket configuration, lib/RT/Transaction.pm or Ticket.pm and
others .pm but I can't find this...
Thanks,

Christophe


*Christophe ARBEZ | Stagiaire d?veloppement*
Sylo?
803 rue de Pinville - 34000 Montpellier
T?l: +33983014518
Email: christophe.arbez at syloe.fr
www.syloe.fr <http://www.syloe.com/> | Blog.syloe.com
<http://blog.syloe.com/> | Twitter <https://twitter.com/Syloe_SARL> |
Facebook <https://www.facebook.com/pages/Sylo%C3%A9/188258434526095?ref=hl>
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From josep.andres at bsc.es  Mon Jul 27 06:05:47 2015
From: josep.andres at bsc.es (=?UTF-8?B?Sm9zZXAgTWFuZWwgQW5kcsOpcw==?=)
Date: Mon, 27 Jul 2015 12:05:47 +0200
Subject: [rt-users] Locating "The RT System itself "
In-Reply-To: <CAH-fr8eXznaJkH2WE0cB9ipeTfBikqq6us5MrvCXP9DjnMCkFQ@mail.gmail.com>
References: <CAH-fr8eXznaJkH2WE0cB9ipeTfBikqq6us5MrvCXP9DjnMCkFQ@mail.gmail.com>
Message-ID: <55B6027B.4090304@bsc.es>

Does it help?

machine:# grep -ri "The RT System itself" *
lib/RT/Handle.pm:                RealName => 'The RT System itself',


On 27/07/15 11:27, ARBEZ Christophe wrote:
> The RT System itself

-- 
Josep Manel Andr?s (josep.andres at bsc.es)
Operations - Barcelona Supercomputing Centre
C/ Jordi Girona, 31  http://www.bsc.es
08034 Barcelona, Spain Tel: +34-93-405 42 14
e-mail: systems at bsc.es Fax: +34-93-413 77 21
-----------------------------------------------

WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From palomint at reed.edu  Mon Jul 27 12:00:36 2015
From: palomint at reed.edu (Tony G Palomino)
Date: Mon, 27 Jul 2015 09:00:36 -0700
Subject: [rt-users] Locating "The RT System itself "
In-Reply-To: <55B6027B.4090304@bsc.es>
References: <CAH-fr8eXznaJkH2WE0cB9ipeTfBikqq6us5MrvCXP9DjnMCkFQ@mail.gmail.com>
 <55B6027B.4090304@bsc.es>
Message-ID: <CAA=OTifqBxJP496BKPSyp9yus-LEatR++KT5y3+ahOho_AOLvg@mail.gmail.com>

The link below might be what you're looking for.  I've changed some English
phrasing in our instance with this method.

http://www.gossamer-threads.com/lists/rt/users/128086

Tony

On Mon, Jul 27, 2015 at 3:05 AM, Josep Manel Andr?s <josep.andres at bsc.es>
wrote:

> Does it help?
>
> machine:# grep -ri "The RT System itself" *
> lib/RT/Handle.pm:                RealName => 'The RT System itself',
>
>
> On 27/07/15 11:27, ARBEZ Christophe wrote:
>
>> The RT System itself
>>
>
> --
> Josep Manel Andr?s (josep.andres at bsc.es)
> Operations - Barcelona Supercomputing Centre
> C/ Jordi Girona, 31  http://www.bsc.es
> 08034 Barcelona, Spain Tel: +34-93-405 42 14
> e-mail: systems at bsc.es Fax: +34-93-413 77 21
> -----------------------------------------------
>
> WARNING / LEGAL TEXT: This message is intended only for the use of the
> individual or entity to which it is addressed and may contain
> information which is privileged, confidential, proprietary, or exempt
> from disclosure under applicable law. If you are not the intended
> recipient or the person responsible for delivering the message to the
> intended recipient, you are strictly prohibited from disclosing,
> distributing, copying, or in any way using this message. If you have
> received this communication in error, please notify the sender and
> destroy and delete any copies you may have received.
>
> http://www.bsc.es/disclaimer
>



-- 
Tony.Palomino at reed.edu
Director, Computer User Services
Reed College
503-788-6622
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From subjected at subjectedtochange.com  Mon Jul 27 21:08:13 2015
From: subjected at subjectedtochange.com (Subjected)
Date: Mon, 27 Jul 2015 21:08:13 -0400
Subject: [rt-users] Eliminating quoted text in email & web replies
Message-ID: <55B6D5FD.4060301@subjectedtochange.com>

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 david.stirling at yourgolftravel.com  Tue Jul 28 07:41:18 2015
From: david.stirling at yourgolftravel.com (David Stirling)
Date: Tue, 28 Jul 2015 12:41:18 +0100
Subject: [rt-users] Automatically set REMOTE_USER variable as EmailAddress
	for WebExternalAuto
Message-ID: <878ua0h5lt.fsf@gmail.com>

Hi, I'd like to know if I can automatically set the users' EmailAddress
when using $WebRemoteUserAutocreate? I want it to be the same as the
username (REMOTE_USER) variable.

I'm using RT's external authentication to log in via an OAuth2 proxy,
which sets the REMOTE_USER=<email_address>. This is working fine and
user creation is enabled with $WebRemoteUserAutocreate. The problem is
if the email address of the user in not set they get an error "No
permission to display that ticket", when submitting a ticket via the web
form, and the ticket is created with no requester.

I've seen there is an $AutoCreate variable but can this be used with a
user variable and, if so, which one?

Thanks,

David


From zoey at braincoral.io  Tue Jul 28 08:52:51 2015
From: zoey at braincoral.io (Zoey Schutt)
Date: Tue, 28 Jul 2015 08:52:51 -0400
Subject: [rt-users] Automatically Deleting Ticket Attachments Matching Name
Message-ID: <003301d0c934$51707030$f4515090$@braincoral.io>

Hello,

 

RT Instance Info:

 

Debian GNU/Linux 7 (wheezy)

Apache/2.2.22 (Debian)

Request Tracker 4.2.11

OpenSSL 1.0.1e 11 Feb 2013

perl 5, version 14, subversion 2 (v5.14.2) built for
x86_64-linux-gnu-thread-multi

 

  _____  

 

I have been searching for a way to do this, but I haven't been able to find
a good way to get this working. I'm trying to figure out a way to get
Request Tracker to automatically delete ticket attachments with a specific
name, in this case "smime.p7s". Essentially all outgoing emails in my
Request Tracker instance are signed, and every email Request Tracker sends
attaches a "smime.p7s" file to the ticket. I just need a way to get these
attachments deleted automatically, as they are not needed.

 

I've attached a screenshot of the attachments pane of a ticket that's been
worked on for a few days as an example.

 

I was thinking a cron job running rt-shredder might work, but I can't figure
out a way to delete attachments by name, only via transaction ID.

 

Any assistance would be appreciated!

 

Regards,

 

Zoey Schutt

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From jsmith at hoosiercancer.org  Tue Jul 28 09:34:57 2015
From: jsmith at hoosiercancer.org (Jeff Smith)
Date: Tue, 28 Jul 2015 13:34:57 +0000
Subject: [rt-users] Creating Tickets in RT with a redirected email
Message-ID: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>

Greetings,

I have installed RT and have successfully created the users and queues I need to begin managing requests.  Emails addressed to queuename at myrt.blah<mailto:queuename at myrt.blah> create a ticket and the autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I've been told that I have to maintain my existing support email addresses.  So, I must redirect messages send to myoldhelpdeskemail at mymailserver.net<mailto:myoldhelpdeskemail at mymailserver.net> to queuename at myrt.blah<mailto:queuename at myrt.blah> .   I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule.

When I do this, tickets create, but the autoresponse doesn't fire.

Does anyone have any insight as to how I can correct this?  I used and maintained RT at another organization, but they had a Virtual Post Office that handled the redirection and delivery.  I do not  have such a setup available to me here.

Thank you for your input!


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From emanganneau at easter-eggs.com  Tue Jul 28 11:39:40 2015
From: emanganneau at easter-eggs.com (Emmanuel Manganneau)
Date: Tue, 28 Jul 2015 17:39:40 +0200
Subject: [rt-users] Tree queue
In-Reply-To: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
References: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
Message-ID: <55B7A23C.2070400@easter-eggs.com>

Hi,

I've wrote a bit of code in order to have inheritance in queues;
this could help you having hundreds of queues and manage them by using a 
tree.

Tell me if you're interested.
Things inherited :
- CF,
- group rights,
- templates.

Not inherited (but could be, actually it's a choice) : scrips

Le 17/06/2015 08:37, Alain Le Drezen a ?crit :
> Hi,
>
> Is there a way to create tree queue.
> We will have to manage hundreds of queue and we realy need a tree.
>
> Thank's for your answer.
>
> Alain
>
>

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
emanganneau at easter-eggs.com     -   http://www.easter-eggs.com


From bakern at gmail.com  Tue Jul 28 12:15:45 2015
From: bakern at gmail.com (Nathan Baker)
Date: Tue, 28 Jul 2015 12:15:45 -0400
Subject: [rt-users] Automatically Deleting Ticket Attachments Matching
	Name
In-Reply-To: <003301d0c934$51707030$f4515090$@braincoral.io>
References: <003301d0c934$51707030$f4515090$@braincoral.io>
Message-ID: <CADwrbY1TJK72S2GJsWOM40UyDUwn+4EU07VN5pdE4JHX45UtKw@mail.gmail.com>

Have you tried something like this:

rt-shredder --plugin 'Attachments=limit,1000;files_only,1;file,smime.p7s'

That should delete only attachments with the name you mentioned, and will
limit it to 1000 attachments which you can adjust.

On Tue, Jul 28, 2015 at 8:52 AM, Zoey Schutt <zoey at braincoral.io> wrote:

> Hello,
>
>
>
> RT Instance Info:
>
>
>
> Debian GNU/Linux 7 (wheezy)
>
> Apache/2.2.22 (Debian)
>
> Request Tracker 4.2.11
>
> OpenSSL 1.0.1e 11 Feb 2013
>
> perl 5, version 14, subversion 2 (v5.14.2) built for
> x86_64-linux-gnu-thread-multi
>
>
> ------------------------------
>
>
>
> I have been searching for a way to do this, but I haven?t been able to
> find a good way to get this working. I?m trying to figure out a way to get
> Request Tracker to automatically delete ticket attachments with a specific
> name, in this case ?smime.p7s?. Essentially all outgoing emails in my
> Request Tracker instance are signed, and every email Request Tracker sends
> attaches a ?smime.p7s? file to the ticket. I just need a way to get these
> attachments deleted automatically, as they are not needed.
>
>
>
> I?ve attached a screenshot of the attachments pane of a ticket that?s been
> worked on for a few days as an example.
>
>
>
> I was thinking a cron job running rt-shredder might work, but I can?t
> figure out a way to delete attachments by name, only via transaction ID.
>
>
>
> Any assistance would be appreciated!
>
>
>
> Regards,
>
>
>
> Zoey Schutt
>
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From RStone at athene.com  Tue Jul 28 13:26:53 2015
From: RStone at athene.com (Ryan Stone)
Date: Tue, 28 Jul 2015 17:26:53 +0000
Subject: [rt-users] Set custom fields based on attachment name
Message-ID: <BLUPR05MB9484ED2808AB03A74DB9E93B78D0@BLUPR05MB948.namprd05.prod.outlook.com>

I am currently working with an RTIR instance and have been trying to auto-populate as many custom fields as possible from emails that come into our main incidents queue.  While this has proven to be straight forward regex if the text I want in the custom field is included in the original email, I am not sure on how to go about checking the name of an attachment and if it matches a specific name, a custom field will be set to a specific value.

----------------------------------------------------------------
Example:

Email arrives with attachment named 'MalwareReport.pdf'.  Based on the exact name of 'MalwareReport.pdf', a custom field for 'Classification' would be set to 'Malware'.  The name of the attachment would always be static along with the value of the custom field.
----------------------------------------------------------------

While it would be nice to have this set On Create, I have found that On Owner Change works almost as well since our on-call person will be taking tickets as they come in.  Unfortunately, this particular email with this attachment is sent randomly by humans so I have not been able to count on anything consistent in the body of the email except for the name of the attachment.

Any guidance would be appreciated.

Thanks,
Ryan
Electronic communication sent through the internet is not secure and its delivery is not guaranteed. This e-mail communication and any attachments may contain confidential and privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error, please notify me immediately by replying to this message and deleting it from your computer. All annuity and life insurance products and services are offered solely through Athene Annuity & Life Assurance Company and its subsidiaries, including Athene Annuity and Life Company, in all states except New York, and in New York through Athene Annuity & Life Assurance Company of New York and Athene Life Insurance Company of New York. All investment advisory services are rendered solely through Athene Asset Management, L.P. None of the information contained herein should be construed as an offer or sale of any security, product, or service of Athene Asset Management, L.P. Past performance is not indicative of future success.
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From jvdwege at xs4all.nl  Tue Jul 28 14:42:15 2015
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 28 Jul 2015 20:42:15 +0200
Subject: [rt-users] Tree queue
In-Reply-To: <55B7A23C.2070400@easter-eggs.com>
References: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
 <55B7A23C.2070400@easter-eggs.com>
Message-ID: <55B7CD07.3080809@xs4all.nl>

On 28-7-2015 17:39, Emmanuel Manganneau wrote:
> Hi,
>
> I've wrote a bit of code in order to have inheritance in queues;
> this could help you having hundreds of queues and manage them by using
> a tree.
>
> Tell me if you're interested.
> Things inherited :
> - CF,
> - group rights,
> - templates.
>
> Not inherited (but could be, actually it's a choice) : scrips
I'm not the OP but I'm interested in it. Have trying to fit some
processes of ours into RT but having inheritance would probably make it
practical.

TIA,

Joop



From jvdwege at xs4all.nl  Tue Jul 28 14:44:10 2015
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 28 Jul 2015 20:44:10 +0200
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
Message-ID: <55B7CD7A.7010105@xs4all.nl>

On 28-7-2015 15:34, Jeff Smith wrote:
>
> Greetings,
>
>  
>
> I have installed RT and have successfully created the users and queues
> I need to begin managing requests.  Emails addressed to
> queuename at myrt.blah <mailto:queuename at myrt.blah> create a ticket and
> the autoreply generates exactly as expected.
>
>  
>
> For consistency on the user side (and a management edict), I?ve been
> told that I have to maintain my existing support email addresses.  So,
> I must redirect messages send to myoldhelpdeskemail at mymailserver.net
> <mailto:myoldhelpdeskemail at mymailserver.net> to queuename at myrt.blah
> <mailto:queuename at myrt.blah> .   I will have to do this for at least
> three queues. I have done this with an Exchange inbox redirect rule.
>
>  
>
> When I do this, tickets create, but the autoresponse doesn?t fire. 
>
>  
>
Look at the headers of the redirected email. I suspect that bulk
preference is set and RT doesn't autoreply to such emails.

Joop

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From jsmith at hoosiercancer.org  Tue Jul 28 19:12:32 2015
From: jsmith at hoosiercancer.org (Jeff Smith)
Date: Tue, 28 Jul 2015 23:12:32 +0000
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <55B7CD7A.7010105@xs4all.nl>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B7CD7A.7010105@xs4all.nl>
Message-ID: <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>

Thanks for your insight.

I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find "bulk" anywhere in the headers), but I do have a line "RT-Squelch-Replies-To" which is populated with the sender's address.

I've so far been unable to find anywhere I can disable this.

Further suggestions?

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Tuesday, July 28, 2015 2:44 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

On 28-7-2015 15:34, Jeff Smith wrote:
Greetings,

I have installed RT and have successfully created the users and queues I need to begin managing requests.  Emails addressed to queuename at myrt.blah<mailto:queuename at myrt.blah> create a ticket and the autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I've been told that I have to maintain my existing support email addresses.  So, I must redirect messages send to myoldhelpdeskemail at mymailserver.net<mailto:myoldhelpdeskemail at mymailserver.net> to queuename at myrt.blah<mailto:queuename at myrt.blah> .   I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule.

When I do this, tickets create, but the autoresponse doesn't fire.

Look at the headers of the redirected email. I suspect that bulk preference is set and RT doesn't autoreply to such emails.

Joop
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From aaron at guise.net.nz  Tue Jul 28 20:42:57 2015
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 29 Jul 2015 12:42:57 +1200
Subject: [rt-users] Tree queue
In-Reply-To: <55B7A23C.2070400@easter-eggs.com>
References: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
 <55B7A23C.2070400@easter-eggs.com>
Message-ID: <CANtc4xpsLPPaLUtdzrrayaFi37G1bE+srLXuvE_hYGoiN7gOGw@mail.gmail.com>

Sounds very intriguing to me too.  So color me interested :)

*Regards,*

*Aaron Guise*




*   07 850 3231 027 704 5306 aaron at guise.net.nz <aaron at guise.net.nz>  *
      <http://nz.linkedin.com/pub/aaron-guise/35/953/b86>


On Wed, Jul 29, 2015 at 3:39 AM, Emmanuel Manganneau <
emanganneau at easter-eggs.com> wrote:

> Hi,
>
> I've wrote a bit of code in order to have inheritance in queues;
> this could help you having hundreds of queues and manage them by using a
> tree.
>
> Tell me if you're interested.
> Things inherited :
> - CF,
> - group rights,
> - templates.
>
> Not inherited (but could be, actually it's a choice) : scrips
>
> Le 17/06/2015 08:37, Alain Le Drezen a ?crit :
>
>> Hi,
>>
>> Is there a way to create tree queue.
>> We will have to manage hundreds of queue and we realy need a tree.
>>
>> Thank's for your answer.
>>
>> Alain
>>
>>
>>
> --
> Easter-eggs                              Sp?cialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
> emanganneau at easter-eggs.com     -   http://www.easter-eggs.com
>
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From emanganneau at easter-eggs.com  Wed Jul 29 00:11:26 2015
From: emanganneau at easter-eggs.com (Emmanuel Manganneau)
Date: Wed, 29 Jul 2015 06:11:26 +0200
Subject: [rt-users] Tree queue
In-Reply-To: <CANtc4xpsLPPaLUtdzrrayaFi37G1bE+srLXuvE_hYGoiN7gOGw@mail.gmail.com>
References: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
 <55B7A23C.2070400@easter-eggs.com>
 <CANtc4xpsLPPaLUtdzrrayaFi37G1bE+srLXuvE_hYGoiN7gOGw@mail.gmail.com>
Message-ID: <55B8526E.50402@easter-eggs.com>

Ok, here it comes.
Be gentle, for I was discovering RT by the time :)

There is still a pb : for CFs ans scrip you have to set "Apply to" 
because the General case wont work, unless you make your queue inherits 
from General.

I use Attributes to store data (parents) because one of the goal was to 
make the less change to the core.

Comments welcome !

Regards,


Le 29/07/2015 02:42, Aaron Guise a ?crit :
> Sounds very intriguing to me too.  So color me interested :)
>
> *Regards,*
>
> *Aaron Guise*
>
>     *07 850 3231
>     027 704 5306
>     aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>     *
>     <http://nz.linkedin.com/pub/aaron-guise/35/953/b86>
>

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
emanganneau at easter-eggs.com     -   http://www.easter-eggs.com
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From emanganneau at easter-eggs.com  Wed Jul 29 00:21:05 2015
From: emanganneau at easter-eggs.com (Emmanuel Manganneau)
Date: Wed, 29 Jul 2015 06:21:05 +0200
Subject: [rt-users] Tree queue
In-Reply-To: <CANtc4xpsLPPaLUtdzrrayaFi37G1bE+srLXuvE_hYGoiN7gOGw@mail.gmail.com>
References: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
 <55B7A23C.2070400@easter-eggs.com>
 <CANtc4xpsLPPaLUtdzrrayaFi37G1bE+srLXuvE_hYGoiN7gOGw@mail.gmail.com>
Message-ID: <55B854B1.50304@easter-eggs.com>

Forgot share/html/Admin/Queues/Modify.html



-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
emanganneau at easter-eggs.com     -   http://www.easter-eggs.com
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From matt.wells at mosaic451.com  Wed Jul 29 15:29:44 2015
From: matt.wells at mosaic451.com (Matt Wells)
Date: Wed, 29 Jul 2015 12:29:44 -0700
Subject: [rt-users] RT-Squelch-Replies-To -
Message-ID: <CAJ9FbdJVwVQpCmWb+_0N9NJ6u+R0GV0eDVDWLCg04XzkBQO84Q@mail.gmail.com>

I've seen a few emails bounce around about this but haven't really seen a
"fix".  One user had some good information but it mostly involved parsing
through the application source code.  That may in fact be the answer but I
figured why not get a second opinion.

We have a queue that receives its emails from a forwarded email list.  When
we open tickets directly to the queue we of course get the auto-replies.
However when the up stream address forwards the emails we get
"RT-Squelch-Replies-To"; thus no replies.  I don't want to call this an
error because of course it's not, this is an extremely useful tool but not
in this instance.

Is it possible disable this?  What other options do we have?  We're not
able to send direct to the queue.
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From jvdwege at xs4all.nl  Wed Jul 29 17:03:57 2015
From: jvdwege at xs4all.nl (Joop)
Date: Wed, 29 Jul 2015 23:03:57 +0200
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B7CD7A.7010105@xs4all.nl>
 <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
Message-ID: <55B93FBD.4070509@xs4all.nl>

On 29-7-2015 1:12, Jeff Smith wrote:
>
> Thanks for your insight.
>
>  
>
> I?ve looked at the headers from one of the messages and I cannot find
> anything related to bulk preference (literally, a string search cannot
> find ?bulk? anywhere in the headers), but I do have a line
> ?RT-Squelch-Replies-To? which is populated with the sender?s address.
>
>  
>
> I?ve so far been unable to find anywhere I can disable this.
>
>  
>
> Further suggestions?
>
>  
>
>
Searching through the source of rt-4.2.5 I had lying around I came
across RedistributeAutoGeneratedMessages. What is this config parameter
set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and
again at the RT level. Maybe somebody will spot the problem.

Joop


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From jsmith at hoosiercancer.org  Wed Jul 29 18:40:11 2015
From: jsmith at hoosiercancer.org (Jeff Smith)
Date: Wed, 29 Jul 2015 22:40:11 +0000
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <55B93FBD.4070509@xs4all.nl>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B7CD7A.7010105@xs4all.nl>
 <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B93FBD.4070509@xs4all.nl>
Message-ID: <BN4PR11MB0945EC6526EA7840E1A4DB6FD28C0@BN4PR11MB0945.namprd11.prod.outlook.com>

I've also opened a support ticket with Microsoft to see if they can strip the header at the Exchange level.  Not terribly hopeful.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Wednesday, July 29, 2015 5:04 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

On 29-7-2015 1:12, Jeff Smith wrote:
Thanks for your insight.

I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find "bulk" anywhere in the headers), but I do have a line "RT-Squelch-Replies-To" which is populated with the sender's address.

I've so far been unable to find anywhere I can disable this.

Further suggestions?


Searching through the source of rt-4.2.5 I had lying around I came across RedistributeAutoGeneratedMessages. What is this config parameter set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and again at the RT level. Maybe somebody will spot the problem.

Joop

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From ahockett at lsnetworks.net  Thu Jul 30 04:23:28 2015
From: ahockett at lsnetworks.net (Aaron Hockett)
Date: Thu, 30 Jul 2015 01:23:28 -0700
Subject: [rt-users] Needing some advice on migration/upgrade plans
Message-ID: <2FA0E93976A2F74E9B5BCC9F669E26968EBE013461@LSN-EX07.LSNetworks.local>

Hello all,

I have some upcoming work that in light of lack of specific documentation to my questions, I figured I would ask the list.

First and foremost, I have a server migration planned in the next few weeks where we've moving off an old metal box to a VM.  We're currently running RT ver. 4.0.9

Moving from CentOS 4.3 w/
MySQL 5.0.x
Apache 2.0.x

CentOS 6.6
MariaDB 5.5
Apache 2.2.15

Both 64 bit.

In all the reading the areas of which I need to migrate are:
MySQL Database
/opt/rt4/

I'm now the 2nd or 3rd gen DevOPs person to touch this server so I can't wait for things to go sideways... yeah.  That said, I've tried to keep up on the mailing lists but have there been any horror stories going from MySQL to MariaDB?  The first part of the migration is simply a 1-to-1 move where I am not upgrading the database nor the version.  This will make sure everything is migrated properly and all the kinks (if any) are worked out prior to moving up to the latest release 4.2.11.  As for moving them, I've already got a script that provides me a MySQL dump and a TAR of the web directories so I should be set with that.

The second part of my question;  To help better maintain the site, I am wanting a development box to test new features and add-ons once we get upgraded.  One of the things that I'm running into is the naming.  Right now our RT server is listed as: "rt.domain.com" and my development box I want to have "devrt.domain.com"  Is there / does anyone have a SED script to go in and change all the variables of "rt.domain.com" to "devrt.domain.com"?  If not, is there an easier way to have a version of your production database on another box and easily deal with a different DNS name for the server?

Thank you for your time.
=Aaron

[cid:image003.jpg at 01D0CA66.570EB140]
Aaron Hockett| Network Operations
NOC: (866) 366-2638 Opt 1, Opt 1 | Fax (503) 227-8585
LS Networks | 921 SW Washington Street | Suite 370 | Portland, OR 97205
ahockett at lsnetworks.net<mailto:ahockett at lsnetworks.net> | www.lsnetworks.net<http://www.lsnetworks.net/>

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From josep.andres at bsc.es  Thu Jul 30 04:36:27 2015
From: josep.andres at bsc.es (=?windows-1252?Q?Josep_Manel_Andr=E9s?=)
Date: Thu, 30 Jul 2015 10:36:27 +0200
Subject: [rt-users] Needing some advice on migration/upgrade plans
In-Reply-To: <2FA0E93976A2F74E9B5BCC9F669E26968EBE013461@LSN-EX07.LSNetworks.local>
References: <2FA0E93976A2F74E9B5BCC9F669E26968EBE013461@LSN-EX07.LSNetworks.local>
Message-ID: <55B9E20B.6030107@bsc.es>

Hi,
I've had problems with migrating from sles 11, to sles 12 or centos 7, 
which use MariaDB,but the problem was when upgrading the DDBB with the 
script provided, at some point it got stacked and filled up the disk 
with innoDB log data(I think it was, don't remember...) but with CentOS 
6.6 the script worked great.

Best.



On 30/07/15 10:23, Aaron Hockett wrote:
> Hello all,
>
> I have some upcoming work that in light of lack of specific
> documentation to my questions, I figured I would ask the list.
>
> First and foremost, I have a server migration planned in the next few
> weeks where we?ve moving off an old metal box to a VM.  We?re currently
> running RT ver. 4.0.9
>
> Moving from CentOS 4.3 w/
>
> MySQL 5.0.x
>
> Apache 2.0.x
>
> CentOS 6.6
>
> MariaDB 5.5
>
> Apache 2.2.15
>
> Both 64 bit.
>
> In all the reading the areas of which I need to migrate are:
>
> MySQL Database
>
> /opt/rt4/
>
> I?m now the 2^nd or 3^rd gen DevOPs person to touch this server so I
> can?t wait for things to go sideways? yeah.  That said, I?ve tried to
> keep up on the mailing lists but have there been any horror stories
> going from MySQL to MariaDB?  The first part of the migration is simply
> a 1-to-1 move where I am not upgrading the database nor the version.
> This will make sure everything is migrated properly and all the kinks
> (if any) are worked out prior to moving up to the latest release
> 4.2.11.  As for moving them, I?ve already got a script that provides me
> a MySQL dump and a TAR of the web directories so I should be set with that.
>
> The second part of my question;  To help better maintain the site, I am
> wanting a development box to test new features and add-ons once we get
> upgraded.  One of the things that I?m running into is the naming.  Right
> now our RT server is listed as: ?rt.domain.com? and my development box I
> want to have ?devrt.domain.com?  Is there / does anyone have a SED
> script to go in and change all the variables of ?rt.domain.com? to
> ?devrt.domain.com??  If not, is there an easier way to have a version of
> your production database on another box and easily deal with a different
> DNS name for the server?
>
> Thank you for your time.
>
> =Aaron
>
> *Aaron Hockett**|*Network Operations
>
> NOC: (866) 366-2638 Opt 1, Opt 1 *| *Fax(503) 227-8585
> LS Networks *|* 921 SW Washington Street *|* Suite 370 *|* Portland, OR
> 97205
>
> ahockett at lsnetworks.net <mailto:ahockett at lsnetworks.net> |
> www.lsnetworks.net <http://www.lsnetworks.net/>
>

-- 
Josep Manel Andr?s (josep.andres at bsc.es)
Operations - Barcelona Supercomputing Centre
C/ Jordi Girona, 31  http://www.bsc.es
08034 Barcelona, Spain Tel: +34-93-405 42 14
e-mail: systems at bsc.es Fax: +34-93-413 77 21
-----------------------------------------------

WARNING / LEGAL TEXT: This message is intended only for the use of the
individual or entity to which it is addressed and may contain
information which is privileged, confidential, proprietary, or exempt
from disclosure under applicable law. If you are not the intended
recipient or the person responsible for delivering the message to the
intended recipient, you are strictly prohibited from disclosing,
distributing, copying, or in any way using this message. If you have
received this communication in error, please notify the sender and
destroy and delete any copies you may have received.

http://www.bsc.es/disclaimer


From jsmith at hoosiercancer.org  Thu Jul 30 09:47:21 2015
From: jsmith at hoosiercancer.org (Jeff Smith)
Date: Thu, 30 Jul 2015 13:47:21 +0000
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <55B93FBD.4070509@xs4all.nl>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B7CD7A.7010105@xs4all.nl>
 <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B93FBD.4070509@xs4all.nl>
Message-ID: <BN4PR11MB094582033B684D46C65E5E67D28B0@BN4PR11MB0945.namprd11.prod.outlook.com>

I did grep that config setting in RT_Config.pm and changed it to unprivileged with no result.  It did not appear in RT_SiteConfig.pm at all.

Headers captured at the RT level are below.  Unfortunately it doesn't appear that Exchange writes a sent item on redirected messages and I haven't yet been able to find it in the Office365 Exchange management portal either.

X-MS-Exchange-Crosstenant-Fromentityheader:             Hosted
X-MS-Exchange-Crosstenant-Fromentityheader:             Hosted
MIME-Version:                 1.0
X-MS-Exchange-Parent-Message-ID:                 <BN4PR11MB094521C3BAAD82602829338AD28D0 at BN4PR11MB0945.namprd11.prod.outlook.com>
Content-Type: multipart/related; boundary="_004_613ca39631a2450d834ccfd0a1d0b7dbBLUPR11MB0083namprd11pr_"; type="multipart/alternative"
X-MS-Exchange-Transport-Endtoendlatency:     00:00:02.2154948
X-Exchange-Antispam-Report-Test:        UriScan:(108003899814671);UriScan:(108003899814671);
Authentication-Results:                hoosiercancer.org; dkim=none (message not signed) header.d=none;
Received:            from na01-bn1-obe.outbound.protection.outlook.com (mail-bn1bon0077.outbound.protection.outlook.com [157.56.111.77]) by rt.hcrn.hoosiercancer.org (Postfix) with ESMTP id 50F8B80396 for <hcrntech at hcrnsupport.org>; Tue, 28 Jul 2015 08:49:48 -0400 (EDT)
Received:            from BLUPR11MB0083.namprd11.prod.outlook.com (10.160.37.20) by BLUPR11MB0082.namprd11.prod.outlook.com (10.160.37.19) with Microsoft SMTP Server (TLS) id 15.1.225.19; Tue, 28 Jul 2015 12:49:47 +0000
Received:            from BLUPR11MB0083.namprd11.prod.outlook.com ([127.0.0.1]) by BLUPR11MB0083.namprd11.prod.outlook.com ([10.160.37.20]) with Microsoft SMTP Server id 15.01.0225.018; Tue, 28 Jul 2015 12:49:46 +0000
Delivered-To:    myqueue at myrtserver.blah
Subject:               Test ticket 0847
Thread-Index:   AdDJM6IG3diL5wq8SWqD03TgSgnalg==
Date:     Tue, 28 Jul 2015 12:49:44 +0000
X-Originatororg:               myhostedmaildomain.blah
X-MS-Exchange-Crosstenant-ID:              7339cc1b-025e-4d51-bde7-1fa620901b4d
X-MS-Exchange-Crosstenant-ID:              7339cc1b-025e-4d51-bde7-1fa620901b4d
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From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Wednesday, July 29, 2015 5:04 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

On 29-7-2015 1:12, Jeff Smith wrote:
Thanks for your insight.

I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find "bulk" anywhere in the headers), but I do have a line "RT-Squelch-Replies-To" which is populated with the sender's address.

I've so far been unable to find anywhere I can disable this.

Further suggestions?


Searching through the source of rt-4.2.5 I had lying around I came across RedistributeAutoGeneratedMessages. What is this config parameter set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and again at the RT level. Maybe somebody will spot the problem.

Joop

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From jvdwege at xs4all.nl  Thu Jul 30 09:53:43 2015
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 30 Jul 2015 15:53:43 +0200
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <BN4PR11MB094582033B684D46C65E5E67D28B0@BN4PR11MB0945.namprd11.prod.outlook.com>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B7CD7A.7010105@xs4all.nl>
 <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B93FBD.4070509@xs4all.nl>
 <BN4PR11MB094582033B684D46C65E5E67D28B0@BN4PR11MB0945.namprd11.prod.outlook.com>
Message-ID: <55BA2C67.7080909@xs4all.nl>

On 30-7-2015 15:47, Jeff Smith wrote:
>
> I did grep that config setting in RT_Config.pm and changed it to
> unprivileged with no result.  It did not appear in RT_SiteConfig.pm at
> all.
>
>  
>
> Headers captured at the RT level are below.  Unfortunately it doesn?t
> appear that Exchange writes a sent item on redirected messages and I
> haven?t yet been able to find it in the Office365 Exchange management
> portal either.
>
>  
>
> 20:/ZQKp9vLHlpf4+nUkEMJZeD6P08tNtvF2Rq3hIqj0iQAlPuWZEny0c844Z+5USTm0SATus6YPyxkyKGw3mCsFg==
>
> *Auto-Submitted:             auto-generated*
>
> Content-Language:         en-US
>
> X-MS-Exchange-Transport-Crosstenantheadersstamped:           
> BLUPR11MB0082
>
> RT-Squelch-Replies-To:                 *jsmith at hoosiercancer.org*
>
> *RT-DetectedAutoGenerated:     true*
>
>
How about the 'autogenerated' headers?
It seems logical to me that RT shouldn't react to such emails because
that will cause a loop.

Joop

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From javoskamp at uwaterloo.ca  Thu Jul 30 10:15:59 2015
From: javoskamp at uwaterloo.ca (Jeff Voskamp)
Date: Thu, 30 Jul 2015 10:15:59 -0400
Subject: [rt-users] Creating Tickets in RT with a redirected email
In-Reply-To: <BN4PR11MB094582033B684D46C65E5E67D28B0@BN4PR11MB0945.namprd11.prod.outlook.com>
References: <BN4PR11MB0945454FCBE18EAF63139FA9D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B7CD7A.7010105@xs4all.nl>
 <BN4PR11MB094552ECE868BEBD47AFD748D28D0@BN4PR11MB0945.namprd11.prod.outlook.com>
 <55B93FBD.4070509@xs4all.nl>
 <BN4PR11MB094582033B684D46C65E5E67D28B0@BN4PR11MB0945.namprd11.prod.outlook.com>
Message-ID: <55BA319F.2090408@uwaterloo.ca>

On 30/07/15 09:47 AM, Jeff Smith wrote:
> I did grep that config setting in RT_Config.pm and changed it to
> unprivileged with no result.  It did not appear in RT_SiteConfig.pm at all.

The proper way to do this is to copy the setting from RT_Config.pm to 
RT_SiteConfig.pm and change it there. That way you won't loose your 
changes when you upgrade to a newer RT and RT_Config.pm changes under 
your feet.  RT_SiteConfig.pm logically overwrites RT_Config.pm as far as 
settings go and doesn't change during upgrades.

Jeff



From zoey at braincoral.io  Thu Jul 30 14:48:48 2015
From: zoey at braincoral.io (Zoey Schutt)
Date: Thu, 30 Jul 2015 14:48:48 -0400
Subject: [rt-users] Automatically Deleting Ticket Attachments Matching
	Name
In-Reply-To: <CADwrbY1TJK72S2GJsWOM40UyDUwn+4EU07VN5pdE4JHX45UtKw@mail.gmail.com>
References: <003301d0c934$51707030$f4515090$@braincoral.io>
 <CADwrbY1TJK72S2GJsWOM40UyDUwn+4EU07VN5pdE4JHX45UtKw@mail.gmail.com>
Message-ID: <001101d0caf8$5fb0d930$1f128b90$@braincoral.io>

Hello,

 

That worked perfectly, thanks a lot!

 

I?ve got a cron job running that command after my nightly backup, and it?s exactly what I needed.

 

0 4 * * * root /opt/rt4/sbin/rt-shredder --plugin 'Attachments=limit,1000;files_only,1;file,smime.p7s' ?force

 

Regards,

 

Zoey Schutt

 

From: Nathan Baker [mailto:bakern at gmail.com] 
Sent: Tuesday, July 28, 2015 12:16 PM
To: Zoey Schutt <zoey at braincoral.io>
Cc: RT User List <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Automatically Deleting Ticket Attachments Matching Name

 

Have you tried something like this:

 

rt-shredder --plugin 'Attachments=limit,1000;files_only,1;file,smime.p7s'

 

That should delete only attachments with the name you mentioned, and will limit it to 1000 attachments which you can adjust.

 

On Tue, Jul 28, 2015 at 8:52 AM, Zoey Schutt <zoey at braincoral.io <mailto:zoey at braincoral.io> > wrote:

Hello,

 

RT Instance Info:

 

Debian GNU/Linux 7 (wheezy)

Apache/2.2.22 (Debian)

Request Tracker 4.2.11

OpenSSL 1.0.1e 11 Feb 2013

perl 5, version 14, subversion 2 (v5.14.2) built for x86_64-linux-gnu-thread-multi

 

  _____  

 

I have been searching for a way to do this, but I haven?t been able to find a good way to get this working. I?m trying to figure out a way to get Request Tracker to automatically delete ticket attachments with a specific name, in this case ?smime.p7s?. Essentially all outgoing emails in my Request Tracker instance are signed, and every email Request Tracker sends attaches a ?smime.p7s? file to the ticket. I just need a way to get these attachments deleted automatically, as they are not needed.

 

I?ve attached a screenshot of the attachments pane of a ticket that?s been worked on for a few days as an example.

 

I was thinking a cron job running rt-shredder might work, but I can?t figure out a way to delete attachments by name, only via transaction ID.

 

Any assistance would be appreciated!

 

Regards,

 

Zoey Schutt

 

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From jeffrey.pilant at bayer.com  Thu Jul 30 17:46:56 2015
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Thu, 30 Jul 2015 21:46:56 +0000
Subject: [rt-users] Creating Tickets in RT with a redirected email
Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E403DB@MOXCXR.na.bayer.cnb>

On 29-7-2015 1:12, Joop writes:

>On 29-7-2015 1:12, Jeff Smith wrote:

>> Thanks for your insight.

>>

>> I've looked at the headers from one of the messages and I cannot find

>> anything related to bulk preference (literally, a string search cannot

>> find "bulk" anywhere in the headers), but I do have a line

>> "RT-Squelch-Replies-To" which is populated with the sender's address.

>>

>> I've so far been unable to find anywhere I can disable this.

>>

>> Further suggestions?

>

>Searching through the source of rt-4.2.5 I had lying around I came

>across RedistributeAutoGeneratedMessages. What is this config parameter

>set to in RT_Config.pm and more importantly RT_SiteConfig.pm?

>Its indicating that it shouldn't redistribute messages to unprivilged users.

>

>What might be helpful too is headers captured at the Exchange level and

>again at the RT level. Maybe somebody will spot the problem.

The text "RT-Squelch-Replies-To" occurs in:
    lib/RT/Action/SendEmail.pm (sub RemoveInappropriateRecipients)
    lib/RT/Interface/Email.pm (sub _HandleMachineGeneratedMail)
I don't know which is preventing the mail you want, but one of these files is the one you want to patch.

/jeff

PS: the Email.pm file has a documentation error fir the _HandleMachineGeneratedMail sub:
    Returns a triple of (....
Should be:
    Returns a quad of (....
Since there are 4 values.


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From aaron at heyaaron.com  Fri Jul 31 00:37:22 2015
From: aaron at heyaaron.com (Aaron C. de Bruyn)
Date: Thu, 30 Jul 2015 21:37:22 -0700
Subject: [rt-users] RT 4.2.11 ActivityReports-Billing: Use of uninitialized
 value $_ in pattern match
Message-ID: <CAEE+rGpWW2zbdPQ_jEPYSQPb3zCbG1ZuP3BWp2JFwF4PL5tK9Q@mail.gmail.com>

I have had RT 4.2.11 up and running for a few months now, and we
wanted to test billing directly from RT.

I installed the latest RT-Extension-ActivityReports from github along
with RT-Extension-ActivityReports-Billing.

They installed without errors.

Every report I try to run comes up the following logged to syslog:

Jul 30 21:29:27 tickets RT: [27076] Use of uninitialized value $_ in
pattern match (m//) at
/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/Elements/ActivitySummary
line 38.

There's usually a delay (I'm guessing while it fetches the report
data) and then I get this:
Jul 30 21:30:11 tickets RT: [27076] Use of uninitialized value
$printable_args{"Query"} in concatenation (.) or string at
/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/Elements/ScreenFooter
line 7.

Some of the reports produce output--like the Activity Summary report.

The Billable Activity Detail report returns no data, with the
following error messages in syslog:

Jul 30 21:31:46 tickets RT: [27074] Use of uninitialized value $_ in
pattern match (m//) at
/opt/rt4/share/html/Reports/Activity/Elements/BillableActivityDetail
line 55.

Jul 30 21:31:46 tickets RT: [27074] Use of uninitialized value
$printable_args{"Query"} in concatenation (.) or string at
/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/Elements/ScreenFooter
line 7.

I looked at BillableActivityDetail at line 55 and see that it's
hard-coded to use 'resolved' as the status.  We changed ours to
'complete', so I modified the line like so:

$tickets->FromSQL(join " AND ", map {"($_)"} grep {/\S/} ($query,
"Updated >= '$start' AND Updated <= '$end'", "Status = 'complete'"));

We get the same errors in syslog before and after the change with no
data in the report either way.

Am I missing something?

Thanks,

-A


From migetismad at hotmail.com  Fri Jul 31 05:13:01 2015
From: migetismad at hotmail.com (Ashley Etherington)
Date: Fri, 31 Jul 2015 10:13:01 +0100
Subject: [rt-users] 2 Questions,
	Dashboard subscriptions and Error messages via Script
Message-ID: <DUB130-W181A3D630DC511EF618809CF8A0@phx.gbl>

Good morning all.
First Question:We recently set-up a Dashboard with subscriptions for a daily email report for incoming jobs.  This had some searches and some charts.  The first 2 emails it sent us were perfect,  formatted and were generally very nice to look at.  The 3rd and all emails since are now unformatted,  have no images and just attachments with the graphs.   Nothing has changed on the dashboard since and we have tested it on several browsers/mobile devices/email clients.  I am just wondering if this is a known issue or if there is something I can change to make it reliable.
Second Question:For a long time we have had RT hooked up to an external service run by Apple.  This is working great, But now we would like to get deeper integration with the system, This means we need to improve the current error handling we have at the moment (For invalid details and various other bits of information)  Is there a way using RT Scripts to invoke the yellow or red error bar with a custom message? Or would this have to be done through a plugin of sorts.  Any information would be great.
Thank you for reading.Ashley Etherington. 		 	   		  
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From emanganneau at easter-eggs.com  Fri Jul 31 08:35:14 2015
From: emanganneau at easter-eggs.com (Emmanuel Manganneau)
Date: Fri, 31 Jul 2015 14:35:14 +0200
Subject: [rt-users] Tree queue
In-Reply-To: <55B854B1.50304@easter-eggs.com>
References: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr>
 <55B7A23C.2070400@easter-eggs.com>
 <CANtc4xpsLPPaLUtdzrrayaFi37G1bE+srLXuvE_hYGoiN7gOGw@mail.gmail.com>
 <55B854B1.50304@easter-eggs.com>
Message-ID: <55BB6B82.1010809@easter-eggs.com>

Found a bug in Record_Local.pm, leading misbehavior of Articles and Topics.

Here is the code.

Le 29/07/2015 06:21, Emmanuel Manganneau a ?crit :
> Forgot share/html/Admin/Queues/Modify.html
>
>
>

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
emanganneau at easter-eggs.com     -   http://www.easter-eggs.com
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From shawn at bestpractical.com  Fri Jul 31 10:10:34 2015
From: shawn at bestpractical.com (Shawn Moore)
Date: Fri, 31 Jul 2015 10:10:34 -0400
Subject: [rt-users] 2 Questions,
	Dashboard subscriptions and Error messages via Script
In-Reply-To: <DUB130-W181A3D630DC511EF618809CF8A0@phx.gbl>
References: <DUB130-W181A3D630DC511EF618809CF8A0@phx.gbl>
Message-ID: <1429FA63-9557-4FE9-B5A3-269D4A97F611@bestpractical.com>


> 2015/07/31 5:13?Ashley Etherington <migetismad at hotmail.com> ?????
> 
> Good morning all.

Hi Ashley,

> First Question:
> We recently set-up a Dashboard with subscriptions for a daily email report for incoming jobs.  This had some searches and some charts.  The first 2 emails it sent us were perfect,  formatted and were generally very nice to look at.  The 3rd and all emails since are now unformatted,  have no images and just attachments with the graphs.   Nothing has changed on the dashboard since and we have tested it on several browsers/mobile devices/email clients.  I am just wondering if this is a known issue or if there is something I can change to make it reliable.

Do you have anything in your config for @EmailDashboardRemove? I wonder if someone added something to it between the second and third mails.

> Second Question:
> For a long time we have had RT hooked up to an external service run by Apple.  This is working great, But now we would like to get deeper integration with the system, This means we need to improve the current error handling we have at the moment (For invalid details and various other bits of information)  Is there a way using RT Scripts to invoke the yellow or red error bar with a custom message? Or would this have to be done through a plugin of sorts.  Any information would be great.

If the error is specific to a particular ticket, I?d use an attribute on the ticket object for this. It?s sorta like a custom field but doesn?t show up in the UI. It?s lets code stash extra data on RT records.

In your scrip when you detect an error condition, use $ticket->AddAttribute(Name => ?AppleError?, Content => ?Uh oh! $error?);

When things are back to working, $ticket->DeleteAttribute(?AppleError?).

In your ticket display page, check $ticket->Attributes->Named(?AppleError?) and if it?s present display a bar. (Maybe add an ?Acknowledge? link that also does the ->DeleteAttribute).

If it?s not specific to a particular ticket, you can use an attribute on RT->System instead of the ticket.

> Thank you for reading.
> Ashley Etherington.


Hope this helps,
Shawn
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From matt.wells at mosaic451.com  Fri Jul 31 12:00:12 2015
From: matt.wells at mosaic451.com (Matt Wells)
Date: Fri, 31 Jul 2015 09:00:12 -0700
Subject: [rt-users] Multi-tenant / multi smtp servers
Message-ID: <CAJ9Fbd+Zd71umk-Xs3q+pYZfdF6uHuRRozOBJr3EYBCYgQRv8g@mail.gmail.com>

Hi all, I hope everyone is getting ready for a good weekend.

I have a questions about multi-tenant and white labeling.  We have a need
for a few customers to be white labeled and I've been searching all over
for the best way to get this done.  Just to be clear by white labeling I'm
mean that our customers do not wish to expose to their customers that we
perform the work.

Essentially

Our customer Example.com get's support requests from their customers at
support at example.com that in turn forwards to "EXA-queue at us.ticketsvoodoo.com
"

( an RT queue; this forward had led to it's own unique issue of auto
replies but I'm that's another cane of worms hehe )

When we reply to the tickets here we need those replies to go through their
SMTP servers thus obfuscating us and leaving Example.com's customers
believing they are working on these issues. I have 50 queues so I can't
route all of postfix; not that I think anyone would have suggested that
one.

What I'm looking at now is the use of a canonical name mapping and header
checks but I figure their must be a more elegant way to get this done.

I truly appreciate this communities help.  RT community has always been one
of the best.  Thank you so very much for your time.
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From norbking at live.com  Fri Jul 31 16:55:46 2015
From: norbking at live.com (norman)
Date: Fri, 31 Jul 2015 16:55:46 -0400
Subject: [rt-users] problems with access permissions on a q
Message-ID: <BLU437-SMTP1032AD8A80A7F5400524D44B98A0@phx.gbl>

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.