From AJames at tibus.com Mon Jan 4 11:51:57 2016 From: AJames at tibus.com (Alun James) Date: Mon, 4 Jan 2016 16:51:57 +0000 Subject: [rt-users] Custom autoreply for outside of Business Hours Message-ID: <1e2675809a494799b01ea3910ef8af0e@tibus.com> I note a few mods relating to Business Hours and SLA / Due Dates, however, is there any way to customise the autoreply on new ticket creation depending on being inside or outside of business hours? Such that the autoreply could contain additional details e.g. "The office is closed, but your issue will be picked up at 9am tomorrow.." Regards, A ALUN JAMES Senior Systems Engineer Tibus T: +44 (0)28 9033 1122 E: ajames at tibus.com W: www.tibus.com Follow us on Twitter @tibus Tibus is a trading name of The Internet Business Ltd, a company limited by share capital and registered in Northern Ireland, NI31235. It is part of UTV Media Plc. This email and any attachment may contain confidential information for the sole use of the intended recipient. Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorised to receive for the recipient), please contact the sender by reply email and delete all copies of this message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kcreasy at aph.org Tue Jan 5 13:20:52 2016 From: kcreasy at aph.org (Keith Creasy) Date: Tue, 5 Jan 2016 18:20:52 +0000 Subject: [rt-users] Custom field that provides a sum of time estimated and time worked in child tickets Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B74052FE77@WINSRVEX10.aph.org> Hi all. Before I get to far into the weeds is there already an easy way to do this? We want to total the time worked and time estimated for all the child tickets of what we have defined as "epic"'s. I can think of a few ways to do it but maybe there is already some easy way that I hadn't thought of. Thanks. Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul.neumann at live.com Wed Jan 6 16:04:46 2016 From: paul.neumann at live.com (Paul Neumann) Date: Wed, 6 Jan 2016 21:04:46 +0000 Subject: [rt-users] Scrips and Assets Message-ID: Can any one give me a quick pointer around creating scrip for assets. I'd like to populate the asset 'name' field using a combination of a make and model field on asset creation/asset update. It would replace whatever was in the name field eg make: Fujitsu Model: U904 On create the asset name field would be populated with: Fujitsu U904 From jdemarchi at pivit.com.au Wed Jan 6 23:28:33 2016 From: jdemarchi at pivit.com.au (Julian De Marchi) Date: Thu, 7 Jan 2016 14:28:33 +1000 Subject: [rt-users] RT External Auth Issue Message-ID: heya? I am trying to configure RT::Authen::ExternalAuth. I have configured it as per the perldocs?. I am confident I have the configuration correct as I just used their examples. However when I try and log in with a non-existent RT users, but one that exists in LDAP, it does not create the user. [362] [Thu Jan 7 01:19:10 2016] [error]: FAILED LOGIN for jdemarchi from 10.254.84.102 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810) However, when I add the user to RT, it pre-populates the users information showing that authInfo is working as expected. [6805] [Tue Jan 5 05:15:42 2016] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: Underwood, Comments: , ContactInfoSystem: , Country: , Disabled: , EmailAddress: jdemarchi at pivit.com.au, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: jdemarchi, NickName: , Organization: , PagerPhone: , Privileged: 1, RealName: Julian, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/share/perl5/vendor_perl/RT/Authen/ExternalAuth.pm:868) Here are the relevant parts of my RT_SiteConfig.pm # LDAP Auth Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($AutoCreateNonExternalUsers, 1); I know my ExternalSettings section is correct as it is talking to LDAP for user info. Any help would be great! Many thanks, Julian From user1437 at QET.BE Thu Jan 7 05:07:46 2016 From: user1437 at QET.BE (user1437 at QET.BE) Date: Thu, 7 Jan 2016 10:07:46 +0000 Subject: [rt-users] assigning a ticket to a group Message-ID: <3A6BE8DE-7F6C-4DAC-84BC-D165D46D911D@qet.be> Hi all, I just installed RTIR 4.4 (I know its rc) on ubuntu server 14.04 LTS But wanted to get a head start ;) We?ve been using stir for several years now without problems. But recently the need has risen to assign tickets to groups instead of people or queues. Is this possible in the new RTIR? Because I?ve been searching the net, the archives of best practical, and trying to implement it but can?t get an exclusive answer about this. It feels to me that assigning tickets to queues instead of groups seems a kind of bypass because assign gin to groups is not possible? Maybe I?m not looking the right way into how a ticket process flow should be/work in stir. Kind regards, T From abilash at consignit.in Thu Jan 7 07:19:08 2016 From: abilash at consignit.in (Abilash Praveen [Consign IT Private Limited]) Date: Thu, 7 Jan 2016 17:49:08 +0530 Subject: [rt-users] AH00130: File does not exist: /opt/rt4/sbin/rt-server.fcgi/ Message-ID: Hello, This is a new installation of RT 4.2.12. I'm using mod_fcgid and followed instructions from https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid RT permissions are: drwxr-xr-x. 10 root root 4.0K Jan 7 13:39 ./ drwxr-xr-x. 14 root root 4.0K Jan 7 13:39 ../ drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 bin/ drwxr-xr-x. 7 root root 4.0K Jan 7 13:39 docs/ drwxr-xr-x. 3 root nobody 4.0K Jan 7 17:35 etc/ drwxr-xr-x. 3 root bin 4.0K Jan 7 13:39 lib/ drwxr-xr-x. 9 root root 4.0K Jan 7 14:03 local/ drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 sbin/ drwxr-xr-x. 6 root root 4.0K Jan 7 13:39 share/ drwxr-xr-x. 5 nobody nobody 4.0K Jan 7 13:39 var/ My virtualhost config has the following: ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot "/opt/rt4/share/html" #= 2.4> # For Apache 2.4 Require all granted # # # For Apache 2.2 # Order allow,deny # Allow from all # Options +ExecCGI AddHandler fcgid-script fcgi Apache's error log has no information. Access log just shows a 404. RT's log shows the following: (var/log/apache2.error) (Server version: Apache/2.4.18 (Unix)) [Thu Jan 07 17:46:01.470791 2016] [ssl:info] [pid 20705] [client 117.218.246.102:29813] AH01964: Connection to child 13 established (server rt.consignweb.com:443) [Thu Jan 07 17:46:01.471199 2016] [ssl:debug] [pid 20705] ssl_engine_kernel.c(2096): [client 117.218.246.102:29813] AH02043: SSL virtual host for servername rt.consignweb.com found [Thu Jan 07 17:46:01.471234 2016] [ssl:debug] [pid 20705] ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback called [Thu Jan 07 17:46:01.471282 2016] [ssl:debug] [pid 20705] ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached certificate data [Thu Jan 07 17:46:01.471303 2016] [socache_shmcb:debug] [pid 20705] mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache 6) [Thu Jan 07 17:46:01.471313 2016] [socache_shmcb:debug] [pid 20705] mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0 [Thu Jan 07 17:46:01.471318 2016] [socache_shmcb:debug] [pid 20705] mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve successfully [Thu Jan 07 17:46:01.471333 2016] [ssl:debug] [pid 20705] ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit [Thu Jan 07 17:46:01.471338 2016] [ssl:debug] [pid 20705] ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response [Thu Jan 07 17:46:01.471389 2016] [ssl:debug] [pid 20705] ssl_util_stapling.c(813): AH01956: stapling_cb: setting response [Thu Jan 07 17:46:01.477482 2016] [ssl:info] [pid 20704] [client 117.218.246.102:29814] AH01964: Connection to child 14 established (server rt.consignweb.com:443) [Thu Jan 07 17:46:01.477594 2016] [ssl:debug] [pid 20704] ssl_engine_kernel.c(2096): [client 117.218.246.102:29814] AH02043: SSL virtual host for servername rt.consignweb.com found [Thu Jan 07 17:46:01.477611 2016] [ssl:debug] [pid 20704] ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback called [Thu Jan 07 17:46:01.477628 2016] [ssl:debug] [pid 20704] ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached certificate data [Thu Jan 07 17:46:01.477641 2016] [socache_shmcb:debug] [pid 20704] mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache 6) [Thu Jan 07 17:46:01.477649 2016] [socache_shmcb:debug] [pid 20704] mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0 [Thu Jan 07 17:46:01.477653 2016] [socache_shmcb:debug] [pid 20704] mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve successfully [Thu Jan 07 17:46:01.477664 2016] [ssl:debug] [pid 20704] ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit [Thu Jan 07 17:46:01.477669 2016] [ssl:debug] [pid 20704] ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response [Thu Jan 07 17:46:01.477700 2016] [ssl:debug] [pid 20704] ssl_util_stapling.c(813): AH01956: stapling_cb: setting response [Thu Jan 07 17:46:01.544941 2016] [ssl:debug] [pid 20705] ssl_engine_kernel.c(2023): [client 117.218.246.102:29813] AH02041: Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits) [Thu Jan 07 17:46:01.551837 2016] [ssl:debug] [pid 20704] ssl_engine_kernel.c(2023): [client 117.218.246.102:29814] AH02041: Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits) [Thu Jan 07 17:46:01.660744 2016] [ssl:debug] [pid 20705] ssl_engine_kernel.c(354): [client 117.218.246.102:29813] AH02034: Initial (No.1) HTTPS request received for child 13 (server rt.consignweb.com:443) [Thu Jan 07 17:46:01.661552 2016] [authz_core:debug] [pid 20705] mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626: authorization result of Require all granted: granted [Thu Jan 07 17:46:01.661566 2016] [authz_core:debug] [pid 20705] mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626: authorization result of : granted [Thu Jan 07 17:46:01.661938 2016] [core:info] [pid 20705] [client 117.218.246.102:29813] AH00130: File does not exist: /opt/rt4/sbin/rt-server.fcgi/ [Thu Jan 07 17:46:01.662020 2016] [core:info] [pid 20705] [client 117.218.246.102:29813] AH00130: File does not exist: /opt/rt4/sbin/rt-server.fcgi/404.shtml [Thu Jan 07 17:46:06.667355 2016] [ssl:info] [pid 20705] (70007)The timeout specified has expired: [client 117.218.246.102:29813] AH01991: SSL input filter read failed. [Thu Jan 07 17:46:06.667484 2016] [ssl:debug] [pid 20705] ssl_engine_io.c(1016): [client 117.218.246.102:29813] AH02001: Connection closed to child 13 with standard shutdown (server rt.consignweb.com:443) The file exists at /opt/rt4/sbin/rt-server.fcgi obviously. I can't seem to figure out where the problem is. Please help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From girgen at pingpong.net Thu Jan 7 07:57:46 2016 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 7 Jan 2016 13:57:46 +0100 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click Message-ID: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> Hi, For our RT database, just clicking "comment" takes five seconds. In general, RT is very slow for us, and I believe that after 10+ years of use, we have bloat in the database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are enabled (disabled = 0). So when I click comment in a ticket, I wait for this query five seconds. Seems to me it produces a list of users allowed to comment on this. The results can be very different for different queus. We'd like to keep the history, so shredding old tickets is not the first choice for us. rt=# explain ANALYZE rt-# SELECT DISTINCT main.id, rt-# main.name rt-# FROM Users main rt-# CROSS JOIN ACL ACL_3 rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' rt(# AND ACL_3.ObjectId = 75164) rt(# OR (ACL_3.ObjectType = 'RT::Queue' rt(# AND ACL_3.ObjectId = 21) rt(# OR (ACL_3.ObjectType = 'RT::System' rt(# AND ACL_3.ObjectId = 1)) rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) rt-# AND (ACL_3.PrincipalType = 'Group') rt-# AND (ACL_3.RightName = 'OwnTicket') rt-# AND (CachedGroupMembers_2.Disabled = '0') rt-# AND (CachedGroupMembers_2.GroupId = '4') rt-# AND (CachedGroupMembers_4.Disabled = '0') rt-# AND (Principals_1.Disabled = '0') rt-# AND (Principals_1.PrincipalType = 'User') rt-# AND (Principals_1.id != '1') rt-# ORDER BY main.Name ASC; QUERY PLAN -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unique (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 rows=72 loops=1) -> Sort (cost=554.36..554.37 rows=1 width=29) (actual time=5927.877..5927.893 rows=149 loops=1) Sort Key: main.name, main.id Sort Method: quicksort Memory: 32kB -> Nested Loop (cost=1.84..554.35 rows=1 width=29) (actual time=5.926..5927.400 rows=149 loops=1) -> Nested Loop (cost=1.56..550.64 rows=2 width=33) (actual time=0.152..78.279 rows=129788 loops=1) -> Nested Loop (cost=1.13..548.76 rows=1 width=37) (actual time=0.131..7.133 rows=134 loops=1) -> Nested Loop (cost=0.71..493.88 rows=36 width=33) (actual time=0.115..4.984 rows=136 loops=1) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..5.94 rows=76 width=4) (actual time=0.079..0.152 rows=137 loops=1) Index Cond: ((groupid = 4) AND (disabled = 0::smallint)) Heap Fetches: 0 -> Index Scan using users_pkey on users main (cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137) Index Cond: (id = cachedgroupmembers_2.memberid) -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 loops=136) Index Cond: (id = main.id) Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) Rows Removed by Filter: 0 -> Index Only Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..1.67 rows=21 width=8) (actual time=0.011..0.290 rows=969 loops=134) Index Cond: ((memberid = principals_1.id) AND (disabled = 0::smallint)) Heap Fetches: 0 -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.85 rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788) Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) Rows Removed by Filter: 0 Heap Fetches: 0 Planning time: 6.461 ms Execution time: 5928.204 ms (27 rows) If I remove the join on CachedGroupMembers_2 (the one that joins on memberid = principals.id where groupid = 4), it is lightning fast. rt=# explain ANALYZE rt-# SELECT DISTINCT main.id, rt-# main.name rt-# FROM Users main rt-# CROSS JOIN ACL ACL_3 rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) rt-# --JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' rt(# AND ACL_3.ObjectId = 75164) rt(# OR (ACL_3.ObjectType = 'RT::Queue' rt(# AND ACL_3.ObjectId = 21) rt(# OR (ACL_3.ObjectType = 'RT::System' rt(# AND ACL_3.ObjectId = 1)) rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) rt-# AND (ACL_3.PrincipalType = 'Group') rt-# AND (ACL_3.RightName = 'OwnTicket') rt-# -- AND (CachedGroupMembers_2.Disabled = '0') rt-# -- AND (CachedGroupMembers_2.GroupId = '4') rt-# AND (CachedGroupMembers_4.Disabled = '0') rt-# AND (Principals_1.Disabled = '0') rt-# AND (Principals_1.PrincipalType = 'User') rt-# AND (Principals_1.id != '1') rt-# ORDER BY main.Name ASC; QUERY PLAN -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unique (cost=1323.30..1323.33 rows=4 width=29) (actual time=20.321..20.395 rows=74 loops=1) -> Sort (cost=1323.30..1323.31 rows=4 width=29) (actual time=20.320..20.340 rows=108 loops=1) Sort Key: main.name, main.id Sort Method: quicksort Memory: 30kB -> Nested Loop (cost=614.87..1323.26 rows=4 width=29) (actual time=18.323..19.919 rows=108 loops=1) Join Filter: (main.id = principals_1.id) -> Hash Join (cost=614.44..724.20 rows=1232 width=33) (actual time=18.305..18.755 rows=124 loops=1) Hash Cond: (cachedgroupmembers_4.memberid = main.id) -> Nested Loop (cost=0.71..71.95 rows=2620 width=4) (actual time=0.168..0.456 rows=136 loops=1) -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..12.31 rows=13 width=4) (actual time=0.149..0.238 rows=12 loops=1) Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text)) Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) Rows Removed by Filter: 108 Heap Fetches: 0 -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..4.54 rows=5 width=8) (actual time=0.009..0.013 rows=11 loops=12) Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0::smallint)) Heap Fetches: 0 -> Hash (cost=454.44..454.44 rows=12744 width=29) (actual time=18.118..18.118 rows=12819 loops=1) Buckets: 2048 Batches: 1 Memory Usage: 771kB -> Seq Scan on users main (cost=0.00..454.44 rows=12744 width=29) (actual time=0.009..9.680 rows=12819 loops=1) -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..0.47 rows=1 width=4) (actual time=0.008..0.008 rows=1 loops=124) Index Cond: (id = cachedgroupmembers_4.memberid) Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) Rows Removed by Filter: 0 Planning time: 2.446 ms Execution time: 20.726 ms (26 rows) Any ideas how to make RT quicker here? What is the purpose of this query anyway? I'm just getting the comments view? Palle -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 495 bytes Desc: Message signed with OpenPGP using GPGMail URL: From mzagrabe at d.umn.edu Thu Jan 7 10:18:20 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 7 Jan 2016 09:18:20 -0600 Subject: [rt-users] assigning a ticket to a group In-Reply-To: <3A6BE8DE-7F6C-4DAC-84BC-D165D46D911D@qet.be> References: <3A6BE8DE-7F6C-4DAC-84BC-D165D46D911D@qet.be> Message-ID: Hi T, On Thu, Jan 7, 2016 at 4:07 AM, wrote: > Hi all, > > I just installed RTIR 4.4 (I know its rc) on ubuntu server 14.04 LTS > But wanted to get a head start ;) Just a point of clarification. RT is at 4.4rc and RTIR is at 3.2. > We?ve been using stir for several years now without problems. I've never used either RTIR, nor stir. > But recently the need has risen to assign tickets to groups instead of people or queues. > Is this possible in the new RTIR? Not to my knowledge. You can have groups be watchers (Cc and AdminCc) of queues, but I don't think you can add them (groups) as watchers of tickets. -m From androponia at gmail.com Thu Jan 7 10:21:47 2016 From: androponia at gmail.com (Andrea Caputto) Date: Thu, 07 Jan 2016 15:21:47 +0000 Subject: [rt-users] Display ticket Message-ID: On the Display of the ticket y can't see the text beginning with # How can i resolve this issue? Thanks [image: pasted1] -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pasted1 Type: image/png Size: 13929 bytes Desc: not available URL: From mzagrabe at d.umn.edu Thu Jan 7 11:00:11 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 7 Jan 2016 10:00:11 -0600 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: Hi Andrea, On Thu, Jan 7, 2016 at 9:21 AM, Andrea Caputto wrote: > On the Display of the ticket y can't see the text beginning with # > I'm afraid I don't understand the question. Perhaps rephrase it? -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Thu Jan 7 11:03:10 2016 From: androponia at gmail.com (Andrea Caputto) Date: Thu, 07 Jan 2016 16:03:10 +0000 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: do you see the picture i have attached? maybe that explains, the problem is in the display of the message, i write something linke: ## execute comand find --name pepe and in the tickets show only "find --name ..." and the phrases that begin with ## dont show , are hide. El jue., 7 ene. 2016 a las 13:00, Matt Zagrabelny () escribi?: > Hi Andrea, > > On Thu, Jan 7, 2016 at 9:21 AM, Andrea Caputto > wrote: > >> On the Display of the ticket y can't see the text beginning with # >> > > I'm afraid I don't understand the question. Perhaps rephrase it? > > -m > > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Jan 7 11:13:21 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 7 Jan 2016 10:13:21 -0600 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto wrote: > do you see the picture i have attached? Yep. :) maybe that explains, the problem is > in the display of the message, i write something linke: > > ## execute comand > > find --name pepe > > > and in the tickets show only "find --name ..." and the phrases that begin > with ## dont show , are hide. Okay. Now I understand. RT tries to do quote folding: https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#QuoteFolding but their logic is failing for your example. It looks like RT is using HTML::Quoted to do the quoting. I see three options for you: 1. Turn off QuoteFolding either globally or per user. 2. Submit a bug report for RT. 3. Dig into HTML::Quoted to see why it is misquoting your example. Cheers, -m From bparish at cognex.com Thu Jan 7 12:03:22 2016 From: bparish at cognex.com (Parish, Brent) Date: Thu, 7 Jan 2016 17:03:22 +0000 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: I'm not convinced that quoting using the pound/hash symbol is a bug? RT does quote folding by a number of different tactics/symbols (presumably to accommodate the wide variety of email clients and various forms of quoting forwarded text). I second the turning it off by user (I do that personally). If it is only a few tickets here and there, you can also simply click on the links used to toggle/expand the quoting within that email/ticket. Lastly, you could click on the "Show all quoted text" to expand them all within that ticket (located to the right at the very top of the History section of the page). -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny Sent: Thursday, January 07, 2016 11:13 AM To: Andrea Caputto Cc: rt-users Subject: Re: [rt-users] Display ticket On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto wrote: > do you see the picture i have attached? Yep. :) maybe that explains, the problem is > in the display of the message, i write something linke: > > ## execute comand > > find --name pepe > > > and in the tickets show only "find --name ..." and the phrases that > begin with ## dont show , are hide. Okay. Now I understand. RT tries to do quote folding: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e= but their logic is failing for your example. It looks like RT is using HTML::Quoted to do the quoting. I see three options for you: 1. Turn off QuoteFolding either globally or per user. 2. Submit a bug report for RT. 3. Dig into HTML::Quoted to see why it is misquoting your example. Cheers, -m From abilash at consignit.in Thu Jan 7 13:04:28 2016 From: abilash at consignit.in (Abilash Praveen [Consign IT Private Limited]) Date: Thu, 7 Jan 2016 23:34:28 +0530 Subject: [rt-users] AH00130: File does not exist: /opt/rt4/sbin/rt-server.fcgi/ In-Reply-To: References: Message-ID: I fixed this by fixing the following. I hope this helps someone. #1 mod_fcgid was compiled but not loaded in Apache #2 suexec reported wrong permissions for rt-server.fcgi #3 RT reported wrong permissions for RT_Config.pm On Thu, Jan 7, 2016 at 5:49 PM, Abilash Praveen [Consign IT Private Limited] wrote: > Hello, > > This is a new installation of RT 4.2.12. I'm using mod_fcgid and followed > instructions from > https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid > > RT permissions are: > drwxr-xr-x. 10 root root 4.0K Jan 7 13:39 ./ > drwxr-xr-x. 14 root root 4.0K Jan 7 13:39 ../ > drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 bin/ > drwxr-xr-x. 7 root root 4.0K Jan 7 13:39 docs/ > drwxr-xr-x. 3 root nobody 4.0K Jan 7 17:35 etc/ > drwxr-xr-x. 3 root bin 4.0K Jan 7 13:39 lib/ > drwxr-xr-x. 9 root root 4.0K Jan 7 14:03 local/ > drwxr-xr-x. 2 root root 4.0K Jan 7 13:39 sbin/ > drwxr-xr-x. 6 root root 4.0K Jan 7 13:39 share/ > drwxr-xr-x. 5 nobody nobody 4.0K Jan 7 13:39 var/ > > My virtualhost config has the following: > ### Optional apache logs for RT > # Ensure that your log rotation scripts know about these files > ErrorLog /opt/rt4/var/log/apache2.error > # TransferLog /opt/rt4/var/log/apache2.access > LogLevel debug > > AddDefaultCharset UTF-8 > > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > DocumentRoot "/opt/rt4/share/html" > > #= 2.4> # For Apache 2.4 > Require all granted > # > # # For Apache 2.2 > # Order allow,deny > # Allow from all > # > > Options +ExecCGI > AddHandler fcgid-script fcgi > > > Apache's error log has no information. Access log just shows a 404. > > RT's log shows the following: > (var/log/apache2.error) > (Server version: Apache/2.4.18 (Unix)) > > [Thu Jan 07 17:46:01.470791 2016] [ssl:info] [pid 20705] [client > 117.218.246.102:29813] AH01964: Connection to child 13 established > (server rt.consignweb.com:443) > [Thu Jan 07 17:46:01.471199 2016] [ssl:debug] [pid 20705] > ssl_engine_kernel.c(2096): [client 117.218.246.102:29813] AH02043: SSL > virtual host for servername rt.consignweb.com found > [Thu Jan 07 17:46:01.471234 2016] [ssl:debug] [pid 20705] > ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback > called > [Thu Jan 07 17:46:01.471282 2016] [ssl:debug] [pid 20705] > ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached > certificate data > [Thu Jan 07 17:46:01.471303 2016] [socache_shmcb:debug] [pid 20705] > mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache > 6) > [Thu Jan 07 17:46:01.471313 2016] [socache_shmcb:debug] [pid 20705] > mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0 > [Thu Jan 07 17:46:01.471318 2016] [socache_shmcb:debug] [pid 20705] > mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve > successfully > [Thu Jan 07 17:46:01.471333 2016] [ssl:debug] [pid 20705] > ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit > [Thu Jan 07 17:46:01.471338 2016] [ssl:debug] [pid 20705] > ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response > [Thu Jan 07 17:46:01.471389 2016] [ssl:debug] [pid 20705] > ssl_util_stapling.c(813): AH01956: stapling_cb: setting response > [Thu Jan 07 17:46:01.477482 2016] [ssl:info] [pid 20704] [client > 117.218.246.102:29814] AH01964: Connection to child 14 established > (server rt.consignweb.com:443) > [Thu Jan 07 17:46:01.477594 2016] [ssl:debug] [pid 20704] > ssl_engine_kernel.c(2096): [client 117.218.246.102:29814] AH02043: SSL > virtual host for servername rt.consignweb.com found > [Thu Jan 07 17:46:01.477611 2016] [ssl:debug] [pid 20704] > ssl_util_stapling.c(754): AH01951: stapling_cb: OCSP Stapling callback > called > [Thu Jan 07 17:46:01.477628 2016] [ssl:debug] [pid 20704] > ssl_util_stapling.c(762): AH01952: stapling_cb: retrieved cached > certificate data > [Thu Jan 07 17:46:01.477641 2016] [socache_shmcb:debug] [pid 20704] > mod_socache_shmcb.c(528): AH00835: socache_shmcb_retrieve (0xa6 -> subcache > 6) > [Thu Jan 07 17:46:01.477649 2016] [socache_shmcb:debug] [pid 20704] > mod_socache_shmcb.c(880): AH00849: match at idx=0, data=0 > [Thu Jan 07 17:46:01.477653 2016] [socache_shmcb:debug] [pid 20704] > mod_socache_shmcb.c(538): AH00836: leaving socache_shmcb_retrieve > successfully > [Thu Jan 07 17:46:01.477664 2016] [ssl:debug] [pid 20704] > ssl_util_stapling.c(314): AH01933: stapling_get_cached_response: cache hit > [Thu Jan 07 17:46:01.477669 2016] [ssl:debug] [pid 20704] > ssl_util_stapling.c(697): AH01953: stapling_cb: retrieved cached response > [Thu Jan 07 17:46:01.477700 2016] [ssl:debug] [pid 20704] > ssl_util_stapling.c(813): AH01956: stapling_cb: setting response > [Thu Jan 07 17:46:01.544941 2016] [ssl:debug] [pid 20705] > ssl_engine_kernel.c(2023): [client 117.218.246.102:29813] AH02041: > Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits) > [Thu Jan 07 17:46:01.551837 2016] [ssl:debug] [pid 20704] > ssl_engine_kernel.c(2023): [client 117.218.246.102:29814] AH02041: > Protocol: TLSv1.2, Cipher: ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits) > [Thu Jan 07 17:46:01.660744 2016] [ssl:debug] [pid 20705] > ssl_engine_kernel.c(354): [client 117.218.246.102:29813] AH02034: Initial > (No.1) HTTPS request received for child 13 (server rt.consignweb.com:443) > [Thu Jan 07 17:46:01.661552 2016] [authz_core:debug] [pid 20705] > mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626: > authorization result of Require all granted: granted > [Thu Jan 07 17:46:01.661566 2016] [authz_core:debug] [pid 20705] > mod_authz_core.c(809): [client 117.218.246.102:29813] AH01626: > authorization result of : granted > [Thu Jan 07 17:46:01.661938 2016] [core:info] [pid 20705] [client > 117.218.246.102:29813] AH00130: File does not exist: > /opt/rt4/sbin/rt-server.fcgi/ > [Thu Jan 07 17:46:01.662020 2016] [core:info] [pid 20705] [client > 117.218.246.102:29813] AH00130: File does not exist: > /opt/rt4/sbin/rt-server.fcgi/404.shtml > [Thu Jan 07 17:46:06.667355 2016] [ssl:info] [pid 20705] (70007)The > timeout specified has expired: [client 117.218.246.102:29813] AH01991: > SSL input filter read failed. > [Thu Jan 07 17:46:06.667484 2016] [ssl:debug] [pid 20705] > ssl_engine_io.c(1016): [client 117.218.246.102:29813] AH02001: Connection > closed to child 13 with standard shutdown (server rt.consignweb.com:443) > > The file exists at /opt/rt4/sbin/rt-server.fcgi obviously. I can't seem to > figure out where the problem is. Please help. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Thu Jan 7 14:16:55 2016 From: androponia at gmail.com (Andrea Caputto) Date: Thu, 07 Jan 2016 19:16:55 +0000 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: Can you please tell me how to Turn off QuoteFolding ? globally? thanks El jue., 7 ene. 2016 a las 14:03, Parish, Brent () escribi?: > I'm not convinced that quoting using the pound/hash symbol is a bug? > RT does quote folding by a number of different tactics/symbols (presumably > to accommodate the wide variety of email clients and various forms of > quoting forwarded text). > > I second the turning it off by user (I do that personally). > > If it is only a few tickets here and there, you can also simply click on > the links used to toggle/expand the quoting within that email/ticket. > Lastly, you could click on the "Show all quoted text" to expand them all > within that ticket (located to the right at the very top of the History > section of the page). > > > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Matt Zagrabelny > Sent: Thursday, January 07, 2016 11:13 AM > To: Andrea Caputto > Cc: rt-users > Subject: Re: [rt-users] Display ticket > > On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto > wrote: > > do you see the picture i have attached? > > Yep. :) > > maybe that explains, the problem is > > in the display of the message, i write something linke: > > > > ## execute comand > > > > find --name pepe > > > > > > and in the tickets show only "find --name ..." and the phrases that > > begin with ## dont show , are hide. > > Okay. Now I understand. > > RT tries to do quote folding: > > > https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e= > > but their logic is failing for your example. > > It looks like RT is using HTML::Quoted to do the quoting. I see three > options for you: > > 1. Turn off QuoteFolding either globally or per user. > 2. Submit a bug report for RT. > 3. Dig into HTML::Quoted to see why it is misquoting your example. > > Cheers, > > -m > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Thu Jan 7 14:23:36 2016 From: bparish at cognex.com (Parish, Brent) Date: Thu, 7 Jan 2016 19:23:36 +0000 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: https://www.bestpractical.com/docs/rt/4.4/RT_Config.html#Application-logic (scroll up, it?s the line just above where this link takes you to) From: Andrea Caputto [mailto:androponia at gmail.com] Sent: Thursday, January 07, 2016 2:17 PM To: Parish, Brent; Matt Zagrabelny Cc: rt-users Subject: Re: [rt-users] Display ticket Can you please tell me how to Turn off QuoteFolding ? globally? thanks El jue., 7 ene. 2016 a las 14:03, Parish, Brent (>) escribi?: I'm not convinced that quoting using the pound/hash symbol is a bug? RT does quote folding by a number of different tactics/symbols (presumably to accommodate the wide variety of email clients and various forms of quoting forwarded text). I second the turning it off by user (I do that personally). If it is only a few tickets here and there, you can also simply click on the links used to toggle/expand the quoting within that email/ticket. Lastly, you could click on the "Show all quoted text" to expand them all within that ticket (located to the right at the very top of the History section of the page). -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny Sent: Thursday, January 07, 2016 11:13 AM To: Andrea Caputto Cc: rt-users Subject: Re: [rt-users] Display ticket On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto > wrote: > do you see the picture i have attached? Yep. :) maybe that explains, the problem is > in the display of the message, i write something linke: > > ## execute comand > > find --name pepe > > > and in the tickets show only "find --name ..." and the phrases that > begin with ## dont show , are hide. Okay. Now I understand. RT tries to do quote folding: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e= but their logic is failing for your example. It looks like RT is using HTML::Quoted to do the quoting. I see three options for you: 1. Turn off QuoteFolding either globally or per user. 2. Submit a bug report for RT. 3. Dig into HTML::Quoted to see why it is misquoting your example. Cheers, -m -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Thu Jan 7 14:30:11 2016 From: androponia at gmail.com (Andrea Caputto) Date: Thu, 07 Jan 2016 19:30:11 +0000 Subject: [rt-users] Display ticket In-Reply-To: References: Message-ID: Thanks so much i havent see it before! Greets! El jue., 7 ene. 2016 a las 16:23, Parish, Brent () escribi?: > https://www.bestpractical.com/docs/rt/4.4/RT_Config.html#Application-logic > > > > (scroll up, it?s the line just above where this link takes you to) > > > > > > > > *From:* Andrea Caputto [mailto:androponia at gmail.com] > *Sent:* Thursday, January 07, 2016 2:17 PM > *To:* Parish, Brent; Matt Zagrabelny > > > *Cc:* rt-users > *Subject:* Re: [rt-users] Display ticket > > > > Can you please tell me how to Turn off QuoteFolding ? globally? thanks > > > > El jue., 7 ene. 2016 a las 14:03, Parish, Brent () > escribi?: > > I'm not convinced that quoting using the pound/hash symbol is a bug? > RT does quote folding by a number of different tactics/symbols (presumably > to accommodate the wide variety of email clients and various forms of > quoting forwarded text). > > I second the turning it off by user (I do that personally). > > If it is only a few tickets here and there, you can also simply click on > the links used to toggle/expand the quoting within that email/ticket. > Lastly, you could click on the "Show all quoted text" to expand them all > within that ticket (located to the right at the very top of the History > section of the page). > > > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Matt Zagrabelny > Sent: Thursday, January 07, 2016 11:13 AM > To: Andrea Caputto > Cc: rt-users > Subject: Re: [rt-users] Display ticket > > On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto > wrote: > > do you see the picture i have attached? > > Yep. :) > > maybe that explains, the problem is > > in the display of the message, i write something linke: > > > > ## execute comand > > > > find --name pepe > > > > > > and in the tickets show only "find --name ..." and the phrases that > > begin with ## dont show , are hide. > > Okay. Now I understand. > > RT tries to do quote folding: > > > https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding&d=CwIBaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM&s=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0&e= > > but their logic is failing for your example. > > It looks like RT is using HTML::Quoted to do the quoting. I see three > options for you: > > 1. Turn off QuoteFolding either globally or per user. > 2. Submit a bug report for RT. > 3. Dig into HTML::Quoted to see why it is misquoting your example. > > Cheers, > > -m > > -- > > Andrea Caputto > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Thu Jan 7 14:40:30 2016 From: androponia at gmail.com (Andrea Caputto) Date: Thu, 07 Jan 2016 19:40:30 +0000 Subject: [rt-users] display image in tickets Message-ID: When i comment a ticket , doesnt pase images from outside, how do i enable this? Thanks -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Fri Jan 8 11:16:41 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Fri, 8 Jan 2016 11:16:41 -0500 Subject: [rt-users] Up-Load a list of Customers into RT as a Requestors Message-ID: <008601d14a2f$f61c8e80$e255ab80$@tbstaxservices.com> Hi There! I hope this helps someone. In order to create new users(requestors) from my customer list, I decided use the PowerShell Script. I've following the examples and built in accordance with the need of our customers. http://requesttracker.wikia.com/wiki/REST $servername="https://myserver.com/REST/1.0/user/new?user=myuser&`pass=mypass word" $content = @' id: user/new Name: TestofCreated EmailAddress: TestOfCreated at gmail.com RealName: Test of Created Organization: Test SMB Address1: 44,Test Street City: New York State: MA Zip: 08032 Country: USA MobilePhone: 508-999-9999 '@ add-type @" using System.Net; using System.Security.Cryptography.X509Certificates; public class TrustAllCertsPolicy : ICertificatePolicy { public bool CheckValidationResult( ServicePoint srvPoint, X509Certificate certificate, WebRequest request, int certificateProblem) { return true; } } "@ [System.Net.ServicePointManager]::CertificatePolicy = New-Object TrustAllCertsPolicy $RT = Invoke-WebRequest -Uri $servername -Body @{content=$content} -Method Post $RT.content Marcelo Calado. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Fri Jan 8 11:56:18 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Fri, 8 Jan 2016 11:56:18 -0500 Subject: [rt-users] How to clone the ticket Message-ID: <008d01d14a35$7f154ec0$7d3fec40$@tbstaxservices.com> Hi There, Is there a way to create a new "Clone Ticket" of the current ticket? And copy the custom field values from the current ticket? Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Fri Jan 8 14:05:53 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Fri, 8 Jan 2016 14:05:53 -0500 Subject: [rt-users] How to clone the ticket In-Reply-To: References: Message-ID: <00d601d14a47$99a13f30$cce3bd90$@tbstaxservices.com> Hi! Thank you! Perhaps I made a mistake! The steps are: click on ?new ticket in? , ?details?, fill up ?Children? or ?Refers to? and the last one, click on ?create?? I tried, but nothing happened. Does need to allow something or set up something before? Thank you. From: migetismad [mailto:migetismad at hotmail.com] Sent: Friday, January 08, 2016 1:41 PM To: Marcelo Calado | TBS TAX Services Subject: RE: [rt-users] How to clone the ticket If you do it from display there is a button next to children in links. It says create. That will do it! Sent from my T-Mobile 4G LTE Device -------- Original message -------- From: Marcelo Calado | TBS TAX Services > Date:01/08/2016 6:23 PM (GMT+00:00) To: 'Ashley Etherington' > Cc: Subject: RE: [rt-users] How to clone the ticket Hi Asheley, Thanks for all! I clicked on New Ticket ; on Details and fill up the Children, but dos no work! Will I made a mistake? Thank you. From: Ashley Etherington [mailto:migetismad at hotmail.com] Sent: Friday, January 08, 2016 12:11 PM To: Marcelo Calado | TBS TAX Services > Subject: RE: [rt-users] How to clone the ticket You can create a child of the ticket using the links section, This will copy across all custom field data _____ From: mcalado at tbstaxservices.com To: rt-users at lists.bestpractical.com Date: Fri, 8 Jan 2016 11:56:18 -0500 Subject: [rt-users] How to clone the ticket Hi There, Is there a way to create a new ?Clone Ticket? of the current ticket? And copy the custom field values from the current ticket? Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 31602 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.jpg Type: image/jpeg Size: 26531 bytes Desc: not available URL: From osipov.i at gmail.com Fri Jan 8 16:21:12 2016 From: osipov.i at gmail.com (Ivan Osipov) Date: Sat, 9 Jan 2016 00:21:12 +0300 Subject: [rt-users] Simple tool for tickets export with attachments Message-ID: <56902848.5070807@gmail.com> Hello all! I wrote simple Python script that allows you save all tickets history (including attachments) via REST API: https://github.com/ivsero/rt-dumper It may be useful to someone :) -- Best regards, Ivan Osipov From maik.nergert at uni-hamburg.de Mon Jan 11 09:08:02 2016 From: maik.nergert at uni-hamburg.de (Maik Nergert) Date: Mon, 11 Jan 2016 15:08:02 +0100 Subject: [rt-users] How to clone the ticket In-Reply-To: <00d601d14a47$99a13f30$cce3bd90$@tbstaxservices.com> References: <00d601d14a47$99a13f30$cce3bd90$@tbstaxservices.com> Message-ID: <5693B742.4060107@uni-hamburg.de> On 01/08/2016 12:11 PM, Ashley Etherington wrote: > You can create a child of the ticket using the links section Open your existing ticket and look at the links section and click on create. This will "clone" your ticket and all custom fields Link should look like: Create.html?Queue=12&CloneTicket=84816&new-MemberOf=84816 BTW: Is there any possibility to clone the whole or selected content too? -------------- next part -------------- A non-text attachment was scrubbed... Name: clone.png Type: image/png Size: 38045 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5413 bytes Desc: S/MIME Cryptographic Signature URL: From mmcgrath at carthage.edu Mon Jan 11 12:22:54 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 11 Jan 2016 11:22:54 -0600 Subject: [rt-users] Lifecycle statuses Message-ID: Hello - I've been tasked with modifying the statuses we use in RT (we are running RT 4.2.12). I found the lifecycles document, but have a question regarding statuses. I'm being asked to make statuses such as "Pending User", "Pending Vendor", "Under Consideration", etc... Is it wise to have a multi-word status. In all the documents it appears that every status is a single word (i.e., pending, considering, processing). Would it be wise to stick with a single word for my statuses? Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Jan 11 12:42:05 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 11 Jan 2016 11:42:05 -0600 Subject: [rt-users] Lifecycle statuses In-Reply-To: References: Message-ID: On Mon, Jan 11, 2016 at 11:22 AM, Max McGrath wrote: > Hello - > > I've been tasked with modifying the statuses we use in RT (we are running > RT 4.2.12). > > I found the lifecycles document, but have a question regarding statuses. > I'm being asked to make statuses such as "Pending User", "Pending Vendor", > "Under Consideration", etc... > > Is it wise to have a multi-word status. In all the documents it appears > that every status is a single word (i.e., pending, considering, > processing). Would it be wise to stick with a single word for my statuses? > Use either single word or multi-word. Benefits of single word: 1. Quick search is slick. Find all of my tickets with status 'vendor' or 'new' mzagrabe vendor new 2. Quicker to type things and you don't have to worry about people thinking about spaces. Benefits of multi-word: The status will be (significantly?) more expressive and descriptive. You will need to weigh those pros and cons against each other. -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Mon Jan 11 12:46:21 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 11 Jan 2016 11:46:21 -0600 Subject: [rt-users] Lifecycle statuses In-Reply-To: References: Message-ID: I was actually ready to move forward with the multi-word statuses until I got to the transitions area of the Lifecycle. Would I just wrap a multi-word status is single quotes in the transitions area? Set( %Lifecycles, orders => { # ..., transitions => { '' => [qw(pending processing declined)], pending => [qw(processing declined deleted)], processing => [qw(pending declined delivery delivered deleted)], delivery => [qw(pending delivered returned deleted)], delivered => [qw(pending returned deleted)], returned => [qw(pending delivery deleted)], deleted => [qw(pending processing delivered delivery returned)], }, # ..., }); -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Mon, Jan 11, 2016 at 11:42 AM, Matt Zagrabelny wrote: > > > On Mon, Jan 11, 2016 at 11:22 AM, Max McGrath > wrote: > >> Hello - >> >> I've been tasked with modifying the statuses we use in RT (we are running >> RT 4.2.12). >> >> I found the lifecycles document, but have a question regarding statuses. >> I'm being asked to make statuses such as "Pending User", "Pending Vendor", >> "Under Consideration", etc... >> >> Is it wise to have a multi-word status. In all the documents it appears >> that every status is a single word (i.e., pending, considering, >> processing). Would it be wise to stick with a single word for my statuses? >> > > Use either single word or multi-word. > > Benefits of single word: > > 1. Quick search is slick. > Find all of my tickets with status 'vendor' or 'new' > > mzagrabe vendor new > > 2. Quicker to type things and you don't have to worry about people > thinking about spaces. > > Benefits of multi-word: > > The status will be (significantly?) more expressive and descriptive. > > You will need to weigh those pros and cons against each other. > > -m > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Jan 11 12:55:17 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 11 Jan 2016 11:55:17 -0600 Subject: [rt-users] Lifecycle statuses In-Reply-To: References: Message-ID: On Mon, Jan 11, 2016 at 11:46 AM, Max McGrath wrote: > I was actually ready to move forward with the multi-word statuses until I > got to the transitions area of the Lifecycle. Would I just wrap a > multi-word status is single quotes in the transitions area? > > Set( %Lifecycles, orders => { > # ..., > transitions => { > '' => [qw(pending processing declined)], > pending => [qw(processing declined deleted)], > processing => [qw(pending declined delivery delivered deleted)], > delivery => [qw(pending delivered returned deleted)], > delivered => [qw(pending returned deleted)], > returned => [qw(pending delivery deleted)], > deleted => [qw(pending processing delivered delivery returned)], > }, > # ..., > }); > > The whole Lifecycles datastructure is just hash and array references. Here is a contrived excerpt: transitions => { 'really hungry' => [ 'fatally starved', 'eating food', ], 'eating food' => [ 'sleeping it off', 'having dessert', ], }, -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Mon Jan 11 15:28:29 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 11 Jan 2016 14:28:29 -0600 Subject: [rt-users] RT 4.4.RC3 Message-ID: Hello - I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had an issue in RC2 that I still have in RC3. I go to the login page and enter my credentials -- I immediately get sent to https://10.2.1.45/rt/NoAuth/Login.html -- and the page says "*An internal RT error has occurred. Your administrator can find more details in RT's log files.*" However, I can refresh the page and I will be logged into RT just fine. The rt.log file shows quite a bit of stuff (mostly debug and info stuff). But near the bottom it shows: [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) Stack: [/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm:494] [/opt/rt4/sbin/../lib/RT/Record.pm:958] [/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:522] [/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:424] [/opt/rt4/share/html/Elements/DoAuth:57] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:308] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Any help? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Mon Jan 11 20:12:25 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Mon, 11 Jan 2016 20:12:25 -0500 Subject: [rt-users] RT 4.4.RC3 In-Reply-To: References: Message-ID: On 2016?1?11? at 15:29:03, Max McGrath (mmcgrath at carthage.edu) wrote: > Hello - Hi Max, > I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had > an issue in RC2 that I still have in RC3. Thank you for testing the RCs! > [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId > Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) The ExternalAuthId column was removed from the users table in RT 4.4. I suspect you?re still using it in ExternalSettings in RT_SiteConfig. If it?s not clear, send that over and we?ll have a look. Just be sure to censor any sensitive information in there. Thanks, Shawn From mmcgrath at carthage.edu Mon Jan 11 20:19:19 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 11 Jan 2016 19:19:19 -0600 Subject: [rt-users] RT 4.4.RC3 In-Reply-To: References: Message-ID: Thanks Shawn. I have these in my RT_SiteConfig.pm: Set($ExternalAuthPriority, [ 'My_LDAP', ] ); Set($ExternalAuth, 1); Set($ExternalInfoPriority, [ #'My_MySQL', 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Oh...and I just found this at the bottom in the attribute mappings: # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'cn', 'RealName' => 'cn', 'ExternalAuthId' => 'cn', 'Gecos' => 'cn', Is that what's causing the issue? If so, should I get rid of it or change it to something else? Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Mon, Jan 11, 2016 at 7:12 PM, Shawn Moore wrote: > On 2016?1?11? at 15:29:03, Max McGrath (mmcgrath at carthage.edu) wrote: > > Hello - > > Hi Max, > > > I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had > > an issue in RC2 that I still have in RC3. > > Thank you for testing the RCs! > > > [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId > > Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) > > The ExternalAuthId column was removed from the users table in RT 4.4. I > suspect you?re still using it in ExternalSettings in RT_SiteConfig. If it?s > not clear, send that over and we?ll have a look. Just be sure to censor any > sensitive information in there. > > Thanks, > Shawn > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Jan 12 09:06:49 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 12 Jan 2016 08:06:49 -0600 Subject: [rt-users] RT 4.4.RC3 In-Reply-To: References: Message-ID: As an FYI, I commented out the 'ExternalAuthId' config and I no longer get the error message upon login. Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Mon, Jan 11, 2016 at 7:19 PM, Max McGrath wrote: > Thanks Shawn. > > I have these in my RT_SiteConfig.pm: > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > ] > ); > > Set($ExternalAuth, 1); > > > Set($ExternalInfoPriority, [ #'My_MySQL', > 'My_LDAP' > ] > ); > > Set($ExternalServiceUsesSSLorTLS, 0); > > > Set($AutoCreateNonExternalUsers, 1); > > Oh...and I just found this at the bottom in the attribute mappings: > > # The mapping of RT attributes on to LDAP attributes > 'attr_map' > => { 'Name' => 'cn', > > 'RealName' => 'cn', > > 'ExternalAuthId' => 'cn', > > 'Gecos' => 'cn', > > Is that what's causing the issue? If so, should I get rid of it or change > it to something else? > > Max > > > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > On Mon, Jan 11, 2016 at 7:12 PM, Shawn Moore > wrote: > >> On 2016?1?11? at 15:29:03, Max McGrath (mmcgrath at carthage.edu) wrote: >> > Hello - >> >> Hi Max, >> >> > I just upgraded from RT 4.4 RC2 to 4.4 RC3 in my test environment. I had >> > an issue in RC2 that I still have in RC3. >> >> Thank you for testing the RCs! >> >> > [24618] [Mon Jan 11 20:31:59 2016] [error]: RT::User::ExternalAuthId >> > Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line >> 958) >> >> The ExternalAuthId column was removed from the users table in RT 4.4. I >> suspect you?re still using it in ExternalSettings in RT_SiteConfig. If it?s >> not clear, send that over and we?ll have a look. Just be sure to censor any >> sensitive information in there. >> >> Thanks, >> Shawn >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trevor at onepost.net Tue Jan 12 10:07:04 2016 From: trevor at onepost.net (Trev) Date: Tue, 12 Jan 2016 10:07:04 -0500 Subject: [rt-users] Ticket Increment after Reboot/Restart Message-ID: Good Morning, RT 4.2.12 on Debian/MySQL I have an odd situation where my ticket numbers seem to jump significantly after a restart of services or a reboot of the server. For example: 40060 40059 40058 40057 40056 32988 29893 25564 24217 24216 24215 24214 24213 20555 20554 20553 20552 And again previously: 19746 19727 19725 19717 19706 19684 18421 16252 13050 12989 12934 12886 12885 12878 12877 11916 11363 11154 10669 9868 9867 Thoughts appreciated, Thanks, Trev -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Jan 12 13:12:32 2016 From: jvdwege at xs4all.nl (Joop) Date: Tue, 12 Jan 2016 19:12:32 +0100 Subject: [rt-users] Ticket Increment after Reboot/Restart In-Reply-To: References: Message-ID: <56954210.7050207@xs4all.nl> On 12-1-2016 16:07, Trev wrote: > Good Morning, > > RT 4.2.12 on Debian/MySQL > > I have an odd situation where my ticket numbers seem to jump > significantly after a restart of services or a reboot of the server. If you were using Oracle I would say that Oracle is caching sequence numbers and that would be the reason for the jumps, although the jumps would only be 10 or 20 numbers, from memory thus not sure. Maybe MySQL is also caching and thus it will skip a certain amount of numbers. Joop From wajdi.othmaniyah at gmail.com Wed Jan 13 04:00:14 2016 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Wed, 13 Jan 2016 10:00:14 +0100 Subject: [rt-users] Attaque de type CSRF possible Message-ID: <5696121e.2179c20a.9de87.258d@mx.google.com> Hi, Attaque de type CSRF possible RT a d?tect? qu'une attaque de type CSRF ?tait possible pour cette requ?te, en raison de L'en-t?te "Referrer" envoy?e par votre navigateur (x.x.x.x:80) n'est pas autoris? par la configuration de RT (127.0.0.1:80). Un attaquant malicieux et peut-?tre en train d'essayer de mettre ? jour un ticket ? votre place.Si vous n'?tes pas ? l'origine de cette requ?te, alors vous devriez alerter votre responsable s?curit?. Si vous souhaitiez vraiment visiter /Ticket/Update.html et mettre ? jour un ticket, alors cliquez ici pour poursuivre votre demande. Notice : i use rt4.2.12 Please help me, how can i resolve this error. thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at backblaze.com Wed Jan 13 14:55:31 2016 From: aaron at backblaze.com (Aaron McCormack) Date: Wed, 13 Jan 2016 11:55:31 -0800 Subject: [rt-users] Scrip to enforce maximum ticket status per person per queue? Message-ID: Hi RT Users- I'm looking to create a scrip which enforces a maximum number of tickets of a certain status, per person, per queue. For example: Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe is only allowed to have 3 open tickets at once. Joe tries to change 1 of the stalled tickets to open, but RT counts the number of status open tickets that Joe already has and doesn't allow the status change. If Joe then changes 1 open ticket to resolved, then he can change 1 stalled to open, maintaining his limit of 3 status open tickets. Has anyone tried enforcing limitation like this or query the status of other tickets in a scrip? Thanks, Aaron From mmcgrath at carthage.edu Thu Jan 14 10:46:36 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Thu, 14 Jan 2016 09:46:36 -0600 Subject: [rt-users] Function that reopens a stalled ticket upon reply Message-ID: Hello - Where is the function held that reopens a stalled ticket when a user replies? I found a Scrip called *On Correspond Open Tickets* -- but I'm not sure if that is the right thing -- and I'm not sure how that interacts with stalled tickets if it is the right thing. We're considering adding some new statuses and would want similar things to happen -- so I just need to familiarize myself with how that works. Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Jan 14 11:45:17 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 14 Jan 2016 10:45:17 -0600 Subject: [rt-users] Function that reopens a stalled ticket upon reply In-Reply-To: References: Message-ID: Hi Max, On Thu, Jan 14, 2016 at 9:46 AM, Max McGrath wrote: > Hello - > > Where is the function held that reopens a stalled ticket when a user > replies? I found a Scrip called *On Correspond Open Tickets* -- but I'm > not sure if that is the right thing -- and I'm not sure how that interacts > with stalled tickets if it is the right thing. > I believe the upstream scrip sets the ticket to the first active status for the lifecycle that the ticket is in. > > We're considering adding some new statuses and would want similar things > to happen -- so I just need to familiarize myself with how that works. > That scrip I mentioned above would then extend to the new lifecycles if you put your desired status first in the active statuses for the lifecycle. -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghislaingamache at hotmail.com Fri Jan 15 08:08:49 2016 From: ghislaingamache at hotmail.com (ggamache) Date: Fri, 15 Jan 2016 06:08:49 -0700 (MST) Subject: [rt-users] "RT::Authen::ExternalAuth". Message-ID: <1452863329770-61193.post@n7.nabble.com> Question on "RT::Authen::ExternalAuth". I've set the ExternalAuth and it worked Is there a way to have both auth External and still be able to log with the internal DB ? regards, Ghis -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Fri Jan 15 09:28:13 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 15 Jan 2016 15:28:13 +0100 Subject: [rt-users] Scrip to enforce maximum ticket status per person per queue? In-Reply-To: References: Message-ID: <569901FD.2030606@easter-eggs.com> Le 13/01/2016 20:55, Aaron McCormack a ?crit : > Hi RT Users- > > I'm looking to create a scrip which enforces a maximum number of tickets of a certain status, per person, per queue. > > For example: > > Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe is only allowed to have 3 open tickets at once. > > Joe tries to change 1 of the stalled tickets to open, but RT counts the number of status open tickets that Joe already has and doesn't allow the status change. If Joe then changes 1 open ticket to resolved, then he can change 1 stalled to open, maintaining his limit of 3 status open tickets. > > Has anyone tried enforcing limitation like this or query the status of other tickets in a scrip? > I don't think you should use scrips for this because it will be asynchrone. I would do: - set a user or group CustomField to record each ones limits - add a method to local/lib/RT/User_Local.pm named CheckStatusLimit, that retrieve the user/group limit, get the list of owned tickets and check if limit are reached, then return if the new status is allowed or not. - use callbacks (Tickt/Display.html and other plaes where user can change status) or override maybe ProcessTicketBasics, to use this method before accepting status change. Display proper error to user if not allowed I would avoid enforcing this in Ticket->SetStatus method as you may wan't to allow others to force status or even scripts. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Fri Jan 15 09:21:40 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 15 Jan 2016 15:21:40 +0100 Subject: [rt-users] Attaque de type CSRF possible In-Reply-To: <5696121e.2179c20a.9de87.258d@mx.google.com> References: <5696121e.2179c20a.9de87.258d@mx.google.com> Message-ID: <56990074.2020105@easter-eggs.com> Le 13/01/2016 10:00, wajdi a ?crit : > > Hi, > hi, > > Attaque de type CSRF possible > > RT a d?tect? qu'une attaque de type *CSRF* ?tait possible pour cette > requ?te, en raison de L'en-t?te "Referrer" envoy?e par votre navigateur > (x.x.x.x:80) n'est pas autoris? par la configuration de RT > (127.0.0.1:80). Un attaquant malicieux et peut-?tre en train d'essayer > de *mettre ? jour un ticket* ? votre place.Si vous n'?tes pas ? > l'origine de cette requ?te, alors vous devriez alerter votre responsable > s?curit?. > > Si vous souhaitiez vraiment visiter /Ticket/Update.html et mettre ? jour > un ticket, alors *cliquez ici pour poursuivre votre demande > *. > > Notice : i use rt4.2.12 > > Please help me, how can i resolve this error. > > You acceded to your RT with url http://196.203.79.151/ but you're RT configuration as another $WebDomain set (127.0.0.1). you should acces using the ocnfigured web domain or set $ReferrerWhitelist or disable CRSF protection. Explained in details here: https://bestpractical.com/docs/rt/4.2/RT_Config.html#Extra-security (RestrictReferrer and ReferrerWhitelist) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From vh.khorasani at yahoo.com Fri Jan 15 11:24:22 2016 From: vh.khorasani at yahoo.com (Vahid Khorasani) Date: Fri, 15 Jan 2016 19:54:22 +0330 Subject: [rt-users] "RT::Authen::ExternalAuth". In-Reply-To: <1452863329770-61193.post@n7.nabble.com> References: <1452863329770-61193.post@n7.nabble.com> Message-ID: <600945.69160.bm@smtp145.mail.ir2.yahoo.com> Hi That's the concern that I had about one month ago , but I totally solved it and I 'll be glad to help you solve it sooner that I could :) Yes you can have both of them at the same time by adding the following line in your RT_SiteConfig.pm: set ($AuthMethods, ['LDAP' , Internal']); I,ll be happy if you let me know the result Good Luck -----Original Message----- From: "ggamache" Sent: ?15/?01/?2016 17:28 To: "rt-users at lists.bestpractical.com" Subject: [rt-users] "RT::Authen::ExternalAuth". Question on "RT::Authen::ExternalAuth". I've set the ExternalAuth and it worked Is there a way to have both auth External and still be able to log with the internal DB ? regards, Ghis -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghislaingamache at hotmail.com Fri Jan 15 12:22:28 2016 From: ghislaingamache at hotmail.com (ggamache) Date: Fri, 15 Jan 2016 10:22:28 -0700 (MST) Subject: [rt-users] "RT::Authen::ExternalAuth". In-Reply-To: References: <1452863329770-61193.post@n7.nabble.com> Message-ID: thank you for your help I tried set ($AuthMethods, ['LDAP' , 'My_MySQL']); but It seem I had to add a new part in the ExternalSettingsSet($ExternalSettings, { 'My_LDAP' .... 'My_MySQL...' If I add Internal I still have to do this part or it somehow find it automatically? regards, Ghislain Date: Fri, 15 Jan 2016 08:38:47 -0700 From: ml-node+s8502n61196h4 at n7.nabble.com To: ghislaingamache at hotmail.com Subject: Re: "RT::Authen::ExternalAuth". Hi That's the concern that I had about one month ago , but I totally solved it and I 'll be glad to help you solve it sooner that I could :) Yes you can have both of them at the same time by adding the following line in your RT_SiteConfig.pm: set ($AuthMethods, ['LDAP' , Internal']); I,ll be happy if you let me know the result Good LuckFrom: [hidden email] Sent: ?15/?01/?2016 17:28 To: [hidden email] Subject: [rt-users] "RT::Authen::ExternalAuth". Question on "RT::Authen::ExternalAuth". I've set the ExternalAuth and it worked Is there a way to have both auth External and still be able to log with the internal DB ? regards, Ghis -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193.html Sent from the Request Tracker - User mailing list archive at Nabble.com. If you reply to this email, your message will be added to the discussion below: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193p61196.html To unsubscribe from "RT::Authen::ExternalAuth"., click here. NAML -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Authen-ExternalAuth-tp61193p61197.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vh.khorasani at yahoo.com Sat Jan 16 02:49:44 2016 From: vh.khorasani at yahoo.com (vahid Khorasani) Date: Sat, 16 Jan 2016 11:19:44 +0330 Subject: How to create ticket without log in using CommandBy MAil Message-ID: <5699F618.3010408@yahoo.com> Hi I' m working on a project to let lots of external users to create tickets anytime the deal with a problem and my support team start working on it to solve it ,but I don't have any user accounts for them neither in my RT local database nor in my LDAP ( and absolutely I don't wanna have any ;-) ). I installed CommandByMail extension on my RT and I also enabled it in my RT_SiteConfig.pm file but it doesn't work. I have two questions: 1-To whom these external users must send their mail (I mean what email address)?? 2-Should I add anything special in my RT_SiteConfig.pm ?? From d.i.catalin at gmail.com Sat Jan 16 11:41:49 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Sat, 16 Jan 2016 16:41:49 +0000 Subject: [rt-users] How to create ticket without log in using CommandBy MAil In-Reply-To: References: Message-ID: First, in RT_SiteConfig.pm you need to define your address like: Set( $CorrespondAddress, 'rt at organizationdomain.ro'); Set( $CommentAddress, 'comment at organizationdomain.ro'); then, if you use postfix, you need to create aliases in /etc/aliases for queue like: rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue --action correspond --url http://organizationdomain.ro" comment-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue --action comment --url http://organizationdomain.ro" After this settings restart httpd and postfix. ?n s?m., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users < rt-users at lists.bestpractical.com> a scris: > Hi > I' m working on a project to let lots of external users to create > tickets anytime the deal with a problem and my support team start > working on it to solve it ,but I don't have any user accounts for them > neither in my RT local database nor in my LDAP ( and absolutely I don't > wanna have any ;-) ). > I installed CommandByMail extension on my RT and I also enabled it in my > RT_SiteConfig.pm file but it doesn't work. > I have two questions: > 1-To whom these external users must send their mail (I mean what email > address)?? > 2-Should I add anything special in my RT_SiteConfig.pm ?? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wajdi.othmaniyah at gmail.com Mon Jan 18 05:36:52 2016 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Mon, 18 Jan 2016 11:36:52 +0100 Subject: [rt-users] Password root Message-ID: <569cc046.6adec20a.1460b.4b08@mx.google.com> Hello, How can i change the root password Notice : the root password by default is set 'password' thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Mon Jan 18 09:24:34 2016 From: kae at midnighthax.com (Keith Edmunds) Date: Mon, 18 Jan 2016 14:24:34 +0000 Subject: [rt-users] Check custom field when changing queues Message-ID: <20160118142434.25f0d327@awe.tiger-computing.wbp> Hi everyone We want to check that a specific custom field has been set (to any non-blank value) before allowing a ticket to be moved from our Triage queue to any other queue. Does anyone have any code that does that? Thanks, Keith -- "Why does God hate me so much? Is it because I don't believe in him?" - Sidney Morgenbesser From tim at marchex.com Mon Jan 18 10:05:37 2016 From: tim at marchex.com (Tim Wiley) Date: Mon, 18 Jan 2016 07:05:37 -0800 Subject: [rt-users] Password root In-Reply-To: <569cc046.6adec20a.1460b.4b08@mx.google.com> References: <569cc046.6adec20a.1460b.4b08@mx.google.com> Message-ID: <569CFF41.1050101@marchex.com> On 01/18/2016 02:36 AM, wajdi wrote: > Hello, > > How can i change the root password > > Notice : the root password by default is set ?password? > > thanks > I can only vouch for setting the password via a database update, but there are other methods documented here. http://requesttracker.wikia.com/wiki/RecoverRootPassword Don't forget to enable the root user, otherwise you won't be able to login. I always make a habit of disabling the account when I'm done with whatever I needed the account for. From mdiehlenator at gmail.com Mon Jan 18 16:59:29 2016 From: mdiehlenator at gmail.com (Mike Diehl) Date: Mon, 18 Jan 2016 16:59:29 -0500 Subject: [rt-users] A few Op's questions from a new user Message-ID: <3667038.PW9ZdmIe9c@mike> Hi all, I've recently started using RT. I chose it because it was written in Perl (as is the rest of my system) and had a lot of integration and extension hooks. I have it setup to automatically create users if they send email to the appropriate address. My eventual goals are: 1. Allow my customers to manage their tickets from the web. 2. Be able to send my customers a monthly ticket summary. 3. Completely integrate RT with my normal Ops. So, here are my questions: 1. I would like to (somehow) keep my customer database in sync with the RT user database. However, my db only has the customer information; each customer might have multiple users as identified by email address. I don't want to do a lot of double data entry, but I don't mind coding. 2. When I stall a ticket, I'd like to be able to set the due date at that time. Right now, I do that as a separate step. Can this be changed? 3. If a customer opens a ticket but requests several things, what is the best way to track the progress of those tasks individually? I see that I should be able to create associated tickets, but I don't see/understand how those get related and updated. I would love some comments on how others manage this. Thanks for your time and I look forward to your comments. -- Mike Diehl Diehlnet Communications, LLC. Voice: (505) 903-5700 Fax: (505) 903-5701 From jvdwege at xs4all.nl Tue Jan 19 02:25:51 2016 From: jvdwege at xs4all.nl (Joop) Date: Tue, 19 Jan 2016 08:25:51 +0100 Subject: [rt-users] A few Op's questions from a new user In-Reply-To: <3667038.PW9ZdmIe9c@mike> References: <3667038.PW9ZdmIe9c@mike> Message-ID: <569DE4FF.1000302@xs4all.nl> On 18-1-2016 22:59, Mike Diehl wrote: > Hi all, > > I've recently started using RT. I chose it because it was written in Perl (as > is the rest of my system) and had a lot of integration and extension hooks. > > > 3. If a customer opens a ticket but requests several things, what is the best > way to track the progress of those tasks individually? I see that I should be > able to create associated tickets, but I don't see/understand how those get > related and updated. I would love some comments on how others manage this. If they enter their requests in a structured way then you could parse it and automatically create tickets. We use a modified version from the wiki which splits a request in components and makes depends on tickets from it. Ex: This is the body of the parent ticket which will get split into multiple tasks. - This would be the subject of task one And this would be the body of task one. Can span multiple lines if you wish. - This would be the subject of task two And ofcourse the body - - This would be the subject of task two.one and the body. Regards, Joop From wajdi.othmaniyah at gmail.com Tue Jan 19 04:14:22 2016 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Tue, 19 Jan 2016 10:14:22 +0100 Subject: [rt-users] Autoreply with password Message-ID: <569dfe6e.6953c20a.5d168.ffffbd44@mx.google.com> When i configure my templaite to autoreply when create a ticket it's ok but the autoreply comme in the subject of the email not in the body please what can I do this (the text come in the body of the email). Notice : here the code of auto reply Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a helpdesk call: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string in the subject line of all future correspondence about this issue. { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; if (($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $OUT .= " You can check the current status and history of your requests at: ".$RT::WebURL." When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } } Thank you. {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} -------------- next part -------------- An HTML attachment was scrubbed... URL: From Dion.Gullotta at faredge.com.au Tue Jan 19 19:25:50 2016 From: Dion.Gullotta at faredge.com.au (Dion Gullotta) Date: Wed, 20 Jan 2016 11:25:50 +1100 Subject: [rt-users] Script to merge "recovered" or "clear" notifications from alert systems? Message-ID: There's a nice script for Nagios that will merge "Recovered" notifications into the existing ticket available here (https://metacpan.org/pod/RT::Extension::Nagios ) However we also use Zenoss in our environment which produces emails in a format this script won't recognize. Does anyone know of a generic script or way we could get the same functionality so it can be used with Zenoss? Thanks, Dion Far Edge Technology -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at etc.gen.nz Tue Jan 19 22:47:17 2016 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Wed, 20 Jan 2016 16:47:17 +1300 Subject: [rt-users] Set custom field on a transaction via REST? Message-ID: <1453261637.21146.16.camel@etc.gen.nz> Hey, I've added a custom field for transactions to a queue. I can set the custom field if I use the web UI to comment or reply. But, I can't seem to set it when using the REST API, which is why I want to have the CF. I've tried variations of CF.{Name} [0] and CF-Name [1] but none of those work. Looking in: ?/usr/share/request-tracker4/html/REST/1.0/Forms/ticket/comment I see nothing that mentions custom fields. I assume this is the correct file as the "Got args" line is printed out when I submit my request. Example log line: Jan 20 15:50:46 prod-rt RT: [23112] Got args Text CF-Name Action. (/usr/share/request-tracker4/html/REST/1.0/Forms/ticket/comment:59) Any suggestions which by much appreciated. This is RT 4.2.8 running on Debian Jessie. [0] As mentioned on:?https://github.com/z4r/python-rtkit#id17 [1] As used in the rt CLI for creating a ticket -- Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz | linux.conf.au 2016 New Zealand's only Cloud: | LCA By the Bay, Geelong, AU https://catalyst.net.nz/cloud | http://lca2016.linux.org.au From vh.khorasani at yahoo.com Wed Jan 20 05:02:03 2016 From: vh.khorasani at yahoo.com (vahid Khorasani) Date: Wed, 20 Jan 2016 13:32:03 +0330 Subject: [rt-users] How to create ticket without log in using CommandBy MAil In-Reply-To: References: Message-ID: <569F5B1B.1040304@yahoo.com> To who my users must their emails Dumitru ?? I mean which email address is responsible for taking user emails and converting them into tickets ??:-\ :-\ :-[ On 01/16/2016 08:11 PM, Dumitru Catalin wrote: > First, in RT_SiteConfig.pm you need to define your address like: Set( > $CorrespondAddress, 'rt at organizationdomain.ro > '); > Set( $CommentAddress, 'comment at organizationdomain.ro > '); then, if you use postfix, > you need to create aliases in /etc/aliases for queue like: > > rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue > --action correspond --url http://organizationdomain.ro" > comment-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue > --action comment --url http://organizationdomain.ro" > > After this settings restart httpd and postfix. > > > > > ?n s?m., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users > > a scris: > > Hi > I' m working on a project to let lots of external users to create > tickets anytime the deal with a problem and my support team start > working on it to solve it ,but I don't have any user accounts for them > neither in my RT local database nor in my LDAP ( and absolutely I > don't > wanna have any ;-) ). > I installed CommandByMail extension on my RT and I also enabled it > in my > RT_SiteConfig.pm file but it doesn't work. > I have two questions: > 1-To whom these external users must send their mail (I mean what email > address)?? > 2-Should I add anything special in my RT_SiteConfig.pm ?? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Jan 20 09:28:43 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 20 Jan 2016 08:28:43 -0600 Subject: [rt-users] Set custom field on a transaction via REST? In-Reply-To: <1453261637.21146.16.camel@etc.gen.nz> References: <1453261637.21146.16.camel@etc.gen.nz> Message-ID: On Tue, Jan 19, 2016 at 9:47 PM, Andrew Ruthven wrote: > Hey, Hi Andrew, > I've added a custom field for transactions to a queue. I can set the > custom field if I use the web UI to comment or reply. But, I can't seem > to set it when using the REST API, which is why I want to have the CF. I don't believe the 1.0 REST API supports txn CFs. Some options are: * Hack together something for the 1.0 REST. * Totally bypass the REST and do something via perl executables and ssh. * Try out the new REST interface https://github.com/bestpractical/rt-extension-rest2 Depending on your needs the above list may be bad advice - use with caution. HTH, -m From mmcgrath at carthage.edu Wed Jan 20 09:33:32 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 20 Jan 2016 08:33:32 -0600 Subject: [rt-users] New statuses --> broken workflows Message-ID: Hi all - I recently added some new statuses to my Lifecycles and now my workflows seem to be somewhat broken. For example, if I have an *Open* ticket, if a user replies to that ticket via email it will be moved to *Stalled*. That is not how it should be. I made my Lifecycle changes in RT_SiteConfig.pm and took a backup of the original RT_SiteConfig.pm. When I put the original back in place, all workflows work as expected -- so I obviously screwed something up with the Lifecycles, but I just can't see what it is. The new statuses are *considering*, *userWait*, *vendorWait* and *scheduled*. Any help is appreciated... Set(%Lifecycles, default => { initial => [ 'new' ], active => [ *'considering',* 'open', 'stalled', *'userWait', 'vendorWait', 'scheduled'* ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted considering scheduled userWait vendorWait)], open => [qw(new stalled resolved rejected deleted considering scheduled userWait vendorWait)], considering => [qw(new stalled resolved rejected deleted scheduled userWait vendorWait)], scheduled => [qw(new stalled resolved rejected deleted considering userWait vendorWait)], userWait => [qw(new stalled resolved rejected deleted scheduled)], vendorWait => [qw(new stalled resolved rejected deleted scheduled)], stalled => [qw(new open rejected resolved deleted considering scheduled userWait vendorWait)], resolved => [qw(new open stalled rejected deleted considering scheduled userWait vendorWait)], rejected => [qw(new open stalled resolved deleted considering scheduled)], deleted => [qw(new open stalled rejected resolved considering scheduled)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', # loc update => 'Respond', }, 'new -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'new -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'new -> considering' => { label => 'Consider', # loc update => 'Comment', }, 'new -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'new -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'new -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'open -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'open -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'open -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'open -> considering' => { label => 'Consider', # loc update => 'Comment', }, 'open -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'open -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'open -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'stalled -> open' => { label => 'Open It', # loc }, 'stalled -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'stalled -> considering' => { label => 'Consider', # loc update => 'Comment', }, 'stalled -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'stalled -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'stalled -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'considering -> open' => { label => 'Open It', # loc }, 'considering -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'considering -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'considering -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'considering -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'scheduled -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'resolved -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'rejected -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', # loc }, ], }, -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Jan 20 09:42:34 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 20 Jan 2016 08:42:34 -0600 Subject: [rt-users] New statuses --> broken workflows In-Reply-To: References: Message-ID: On Wed, Jan 20, 2016 at 8:33 AM, Max McGrath wrote: > Hi all - > Hi Max, > I recently added some new statuses to my Lifecycles and now my workflows > seem to be somewhat broken. For example, if I have an *Open* ticket, if > a user replies to that ticket via email it will be moved to *Stalled*. > That sounds like a scrip is firing. Do you have a scrip that modifies the ticket status? > That is not how it should be. I made my Lifecycle changes in > RT_SiteConfig.pm and took a backup of the original RT_SiteConfig.pm. When > I put the original back in place, all workflows work as expected -- so I > obviously screwed something up with the Lifecycles, but I just can't see > what it is. > Have you tried making one change at a time and then verify the correctness of that one change? It looks like you have just the one "default" lifecycle. Is that correct? We use perl in the lifecycle portion of the config to drive it. Once you get beyond two lifecycles it is very hard to edit and verify by hand. Also, if your lifecycle is a fully connected graph, then you can use perl to make all the transitions arrays programatically. -m > The new statuses are *considering*, *userWait*, *vendorWait* and > *scheduled*. Any help is appreciated... > > Set(%Lifecycles, > default => { > initial => [ 'new' ], > active => [ *'considering',* 'open', 'stalled', *'userWait', > 'vendorWait', 'scheduled'* ], > inactive => [ 'resolved', 'rejected', 'deleted' ], > > defaults => { > on_create => 'new', > on_merge => 'resolved', > approved => 'open', > denied => 'rejected', > reminder_on_open => 'open', > reminder_on_resolve => 'resolved', > }, > > transitions => { > '' => [qw(new open resolved)], > > # from => [ to list ], > new => [qw(open stalled resolved rejected deleted > considering scheduled userWait vendorWait)], > open => [qw(new stalled resolved rejected deleted > considering scheduled userWait vendorWait)], > considering => [qw(new stalled resolved rejected deleted > scheduled userWait vendorWait)], > scheduled => [qw(new stalled resolved rejected deleted > considering userWait vendorWait)], > userWait => [qw(new stalled resolved rejected deleted > scheduled)], > vendorWait => [qw(new stalled resolved rejected deleted > scheduled)], > stalled => [qw(new open rejected resolved deleted considering > scheduled userWait vendorWait)], > resolved => [qw(new open stalled rejected deleted considering > scheduled userWait vendorWait)], > rejected => [qw(new open stalled resolved deleted considering > scheduled)], > deleted => [qw(new open stalled rejected resolved considering > scheduled)], > }, > rights => { > '* -> deleted' => 'DeleteTicket', > '* -> *' => 'ModifyTicket', > }, > actions => [ > 'new -> open' => { > label => 'Open It', # loc > update => 'Respond', > }, > 'new -> resolved' => { > label => 'Resolve', # loc > update => 'Respond', > }, > 'new -> rejected' => { > label => 'Reject', # loc > update => 'Respond', > }, > 'new -> deleted' => { > label => 'Delete', # loc > }, > 'new -> considering' => { > label => 'Consider', # loc > update => 'Comment', > }, > 'new -> scheduled' => { > label => 'Schedule', # loc > update => 'Comment', > }, > 'new -> userWait' => { > label => 'userWait', # loc > update => 'Comment', > }, > 'new -> vendorWait' => { > label => 'vendorWait', # loc > update => 'Comment', > }, > > 'open -> stalled' => { > label => 'Stall', # loc > update => 'Comment', > }, > 'open -> resolved' => { > label => 'Resolve', # loc > update => 'Respond', > }, > 'open -> rejected' => { > label => 'Reject', # loc > update => 'Respond', > }, > 'open -> considering' => { > label => 'Consider', # loc > update => 'Comment', > }, > 'open -> scheduled' => { > label => 'Schedule', # loc > update => 'Comment', > }, > 'open -> userWait' => { > label => 'userWait', # loc > update => 'Comment', > }, > 'open -> vendorWait' => { > label => 'vendorWait', # loc > update => 'Comment', > }, > > > 'stalled -> open' => { > label => 'Open It', # loc > }, > 'stalled -> resolved' => { > label => 'Resolve', # loc > update => 'Respond', > }, > 'stalled -> considering' => { > label => 'Consider', # loc > update => 'Comment', > }, > 'stalled -> scheduled' => { > label => 'Schedule', # loc > update => 'Comment', > }, > 'stalled -> userWait' => { > label => 'userWait', # loc > update => 'Comment', > }, > 'stalled -> vendorWait' => { > label => 'vendorWait', # loc > update => 'Comment', > }, > > 'considering -> open' => { > label => 'Open It', # loc > }, > 'considering -> scheduled' => { > label => 'Schedule', # loc > update => 'Comment', > }, > 'considering -> stalled' => { > label => 'Stall', # loc > update => 'Comment', > }, > 'considering -> userWait' => { > label => 'userWait', # loc > update => 'Comment', > }, > 'considering -> vendorWait' => { > label => 'vendorWait', # loc > update => 'Comment', > }, > > 'scheduled -> resolved' => { > label => 'Resolve', # loc > update => 'Respond', > }, > > 'resolved -> open' => { > label => 'Re-open', # loc > update => 'Comment', > }, > 'rejected -> open' => { > label => 'Re-open', # loc > update => 'Comment', > }, > 'deleted -> open' => { > label => 'Undelete', # loc > }, > ], > }, > > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wajdi.othmaniyah at gmail.com Thu Jan 21 05:31:02 2016 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Thu, 21 Jan 2016 11:31:02 +0100 Subject: [rt-users] RT SelfService Message-ID: <56a0b363.a867c20a.41779.44f1@mx.google.com> Hello, In Use of the SelfService interface can create a user with password manually without automatic generation of password? If yes how can I do it ? Thank you for all -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Thu Jan 21 07:47:31 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Thu, 21 Jan 2016 15:47:31 +0300 Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ Message-ID: <56A0D363.6050204@wildthingsafaris.com> Hi all, I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them. If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username. Something like www.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in. I can see in lib/RT/Tickets.pm in sub _parser the line # replace __CurrentUser__ with id $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; and in lib/RT/Search/Simple.pm sub HandleOwner { if (!$_[2] and $_[1] eq "me") { return owner => "Owner.id = '__CurrentUser__'"; } elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { return owner => "Owner.EmailAddress = '$_[1]'"; } else { return owner => "Owner = '$_[1]'"; } } So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code! Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one? thanks in advance Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From sally.ainsley at lifecycle-software.com Thu Jan 21 08:43:43 2016 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Thu, 21 Jan 2016 13:43:43 -0000 Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ In-Reply-To: <56A0D363.6050204@wildthingsafaris.com> References: <56A0D363.6050204@wildthingsafaris.com> Message-ID: <062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com> Hi Woody Not sure what your overall goal is however I have put our staff into GROUPS based on the teams they are in. We then have searches that are for _CurrentUser_ as well as other searches that are based on OWNERGROUP = xxxxx. We then have saved searches visible to each GROUP so that they can see tickets assigned to their team - this means that if a member of staff if off others in that team can pick up the work. Works well when team managers are away also. Not sure if this helps Sally Sally Ainsley -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Woody - Wild Thing Safaris Sent: 21 January 2016 12:48 To: rt-users at lists.bestpractical.com Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ Hi all, I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them. If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username. Something like www.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in. I can see in lib/RT/Tickets.pm in sub _parser the line # replace __CurrentUser__ with id $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; and in lib/RT/Search/Simple.pm sub HandleOwner { if (!$_[2] and $_[1] eq "me") { return owner => "Owner.id = '__CurrentUser__'"; } elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { return owner => "Owner.EmailAddress = '$_[1]'"; } else { return owner => "Owner = '$_[1]'"; } } So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code! Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one? thanks in advance Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From elifree at free.fr Thu Jan 21 09:57:08 2016 From: elifree at free.fr (elifree at free.fr) Date: Thu, 21 Jan 2016 15:57:08 +0100 (CET) Subject: [rt-users] fulltext index update failure (RT 4.2.12) In-Reply-To: <1628058510.67167.1453386691575.JavaMail.root@zimbra61-e11.priv.proxad.net> Message-ID: <1198729485.187772.1453388228430.JavaMail.root@zimbra61-e11.priv.proxad.net> Hello, We have juste upgraded our RT this morning to version 4.2.12 (from 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full text indexing. It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to update the table AttachmentsIndex, it stops with an error : extract from the log file : Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD (/appli/rt4/sbin/rt-fulltext-indexer --quiet) Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 216. Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 222. Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot be indexed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 254. The result is that new attachments are not indexed. I don't know what to do : should I just shred the attachment 602620 ? Is this at risk ? Thanks a lot for your help, Elisabeth -------------- next part -------------- An HTML attachment was scrubbed... URL: From Armen.Tashjian at sce.com Thu Jan 21 19:45:09 2016 From: Armen.Tashjian at sce.com (Armen Tashjian) Date: Fri, 22 Jan 2016 00:45:09 +0000 Subject: [rt-users] RT 4.4 Assets Message-ID: I have not had the opportunity to upgrade to 4.4, however I was curious about how assets could interact with other assets. 1. Can an asset be linked with another asset? Or can you only link assets with tickets? For example, there could be two catalogs, one called "Computers" and another called "Monitors". Could computer A be linked with monitor B and monitor C? 2. Can an asset be associated with multiple people? For example, with a shared device. -------------- next part -------------- An HTML attachment was scrubbed... URL: From palomint at reed.edu Thu Jan 21 23:48:54 2016 From: palomint at reed.edu (Tony G Palomino) Date: Thu, 21 Jan 2016 20:48:54 -0800 Subject: [rt-users] RT 4.4 Assets In-Reply-To: References: Message-ID: 1. Assets can be linked to other assets (refers to, etc) 2. Assets can be associated with multiple people through a variety of roles. On Thu, Jan 21, 2016 at 4:45 PM, Armen Tashjian wrote: > I have not had the opportunity to upgrade to 4.4, however I was curious > about how assets could interact with other assets. > > > > 1. Can an asset be linked with another asset? Or can you only link > assets with tickets? > > For example, there could be two catalogs, one called ?Computers? and > another called ?Monitors?. Could computer A be linked with monitor B and > monitor C? > > > > 2. Can an asset be associated with multiple people? For example, > with a shared device. > > > > > -- Tony.Palomino at reed.edu Director, Computer User Services Reed College 503-788-6622 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elifree at free.fr Fri Jan 22 05:22:33 2016 From: elifree at free.fr (elifree at free.fr) Date: Fri, 22 Jan 2016 11:22:33 +0100 (CET) Subject: [rt-users] fulltext index update failure (RT 4.2.12) In-Reply-To: <1198729485.187772.1453388228430.JavaMail.root@zimbra61-e11.priv.proxad.net> Message-ID: <1498804810.3181273.1453458153300.JavaMail.root@zimbra61-e11.priv.proxad.net> Good morning, This is a follow-up of my problem : This morning I decided to shred the attachment 602620. But after execution of rt-fulltext-indexer it fails again at the next number of attachment : 602621 ! So this was clearly not the solution. But now I have not idea of what is the problem. Any clue or help is greatly appreciated. Thanks and have a good day, Elisabeth ----- Mail original ----- | De: elifree at free.fr | ?: rt-users at lists.bestpractical.com | Envoy?: Jeudi 21 Janvier 2016 15:57:08 | Objet: fulltext index update failure (RT 4.2.12) | Hello, | We have juste upgraded our RT this morning to version 4.2.12 (from | 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full | text indexing. | It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to | update the table AttachmentsIndex, it stops with an error : | extract from the log file : | Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD | (/appli/rt4/sbin/rt-fulltext-indexer --quiet) | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute | failed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 216. | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute | failed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 222. | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot | be indexed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 254. | The result is that new attachments are not indexed. | I don't know what to do : should I just shred the attachment 602620 ? | Is this at risk ? | Thanks a lot for your help, | Elisabeth -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.i.catalin at gmail.com Fri Jan 22 08:47:39 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Fri, 22 Jan 2016 13:47:39 +0000 Subject: [rt-users] How to create ticket without log in using CommandBy MAil In-Reply-To: <569F5B1B.1040304@yahoo.com> References: <569F5B1B.1040304@yahoo.com> Message-ID: To email set by variable: Set( $CorrespondAddress, ' rt at organizationdomain.ro'); in RT_SiteConfig.pm file ?n mie., 20 ian. 2016 la 12:02, vahid Khorasani a scris: > To who my users must their emails Dumitru ?? > I mean which email address is responsible for taking user emails and > converting them into tickets ?? :-\ :-\ :-[ > > On 01/16/2016 08:11 PM, Dumitru Catalin wrote: > > First, in RT_SiteConfig.pm you need to define your address like: Set( > $CorrespondAddress, 'rt at organizationdomain.ro'); > Set( $CommentAddress, 'comment at organizationdomain.ro'); then, if you use > postfix, you need to create aliases in /etc/aliases for queue like: > > rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue > --action correspond --url http://organizationdomain.ro" > comment-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue > --action comment --url http://organizationdomain.ro" > > After this settings restart httpd and postfix. > > > > > ?n s?m., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users < > rt-users at lists.bestpractical.com> a scris: > >> Hi >> I' m working on a project to let lots of external users to create >> tickets anytime the deal with a problem and my support team start >> working on it to solve it ,but I don't have any user accounts for them >> neither in my RT local database nor in my LDAP ( and absolutely I don't >> wanna have any ;-) ). >> I installed CommandByMail extension on my RT and I also enabled it in my >> RT_SiteConfig.pm file but it doesn't work. >> I have two questions: >> 1-To whom these external users must send their mail (I mean what email >> address)?? >> 2-Should I add anything special in my RT_SiteConfig.pm ?? >> > > -- Dumitru Ionut Catalin email: d.i.catalin at gmail.com / dcatalin at outlook.com tel.: 0762676337 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Fri Jan 22 10:44:48 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 22 Jan 2016 10:44:48 -0500 Subject: [rt-users] fulltext index update failure (RT 4.2.12) In-Reply-To: <1498804810.3181273.1453458153300.JavaMail.root@zimbra61-e11.priv.proxad.net> References: <1498804810.3181273.1453458153300.JavaMail.root@zimbra61-e11.priv.proxad.net> Message-ID: <56A24E70.7030801@bestpractical.com> How much free disk space do you have? You can often get the "server gone away" message when MySQL runs out of disk space. On 1/22/16 5:22 AM, elifree at free.fr wrote: > Good morning, > > This is a follow-up of my problem : > > This morning I decided to shred the attachment 602620. > But after execution of rt-fulltext-indexer it fails again at the next > number of attachment : 602621 ! > > So this was clearly not the solution. But now I have not idea of what > is the problem. > > Any clue or help is greatly appreciated. > Thanks and have a good day, > Elisabeth > > ------------------------------------------------------------------------ > > *De: *elifree at free.fr > *?: *rt-users at lists.bestpractical.com > *Envoy?: *Jeudi 21 Janvier 2016 15:57:08 > *Objet: *fulltext index update failure (RT 4.2.12) > > Hello, > > We have juste upgraded our RT this morning to version 4.2.12 (from > 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full > text indexing. > > It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to > update the table AttachmentsIndex, it stops with an error : > > extract from the log file : > > Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD > (/appli/rt4/sbin/rt-fulltext-indexer --quiet) > > Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st > execute failed: MySQL server has gone away at > /appli/rt4/sbin/rt-fulltext-indexer line 216. > Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st > execute failed: MySQL server has gone away at > /appli/rt4/sbin/rt-fulltext-indexer line 222. > Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 > cannot be indexed: MySQL server has gone away at > /appli/rt4/sbin/rt-fulltext-indexer line 254. > > The result is that new attachments are not indexed. > > I don't know what to do : should I just shred the attachment > 602620 ? Is this at risk ? > > Thanks a lot for your help, > Elisabeth > > > > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From talena at bestpractical.com Thu Jan 21 14:13:54 2016 From: talena at bestpractical.com (Talena Gandy) Date: Thu, 21 Jan 2016 14:13:54 -0500 Subject: [rt-users] [rt-announce] It's here! Our first RT (and RTIR!) training of 2016 in Hamburg! Message-ID: With the new release candidate for RT 4.4 out, we're thrilled to announce our first public training of 2016 in Hamburg, Germany. The training will take place March 14-15. This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. Also, this session will include our very first RTIR training! We will walk through the incident response workflow, how to integrate RTIR with other systems, and how to best leverage RT's features for security teams (especially the new ones in RT 4.4!) We're also happy to show you the new flexible workflows that the next version, RTIR 3.4, offers you. We can?t wait to tell you about what we?ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We?ll show you how to set up service level agreements (SLA) which take your business hours and holidays into account. There?s a new built-in timer for tracking time worked on tickets. You can now upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies. We?ll show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups then assign them to queues and tickets. These custom roles can have their own permissions and notifications. We think you?ll find these are foundational for improving automation. There are also some major performance enhancements like gradual ticket history loading that will improve your team?s day to day experience. Agenda The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators and users. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. RTIR will be the focus in the afternoon of the second day. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT. Attending We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make Hamburg, please feel free to suggest a future location by dropping us a line at training at bestpractical.com! Our spring training will be in Washington, DC. For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided). If you'd like to pay with Visa, MasterCard, or Discover, please visit Best Practical's online store at shop.bestpractical.com. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: if you want to attend both days or a single day and the full names and email addresses of attendees. Finally, please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. Thanks for supporting RT! _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From d.i.catalin at gmail.com Sat Jan 23 02:54:50 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Sat, 23 Jan 2016 07:54:50 +0000 Subject: [rt-users] sort tickets in queue by email Message-ID: Hello, I set replay address and comment address for a queue. All tickets sent to this address I want to be inserted in that queue, but the system try to create the ticket in General queue. I need some advice, how can I sort the ticket in queue by address specified for that queue. Thank you! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Sat Jan 23 14:08:14 2016 From: ram0502 at gmail.com (Ram) Date: Sat, 23 Jan 2016 11:08:14 -0800 Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin Message-ID: > > From: Dumitru Catalin > To: "rt-users at lists.bestpractical.com" > > Subject: [rt-users] sort tickets in queue by email > Message-ID: > < > CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hello, > > > I set replay address and comment address for a queue. All tickets sent to > this address I want to be inserted in that queue, but the system try to > create the ticket in General queue. > > I need some advice, how can I sort the ticket in queue by address specified > for that queue. > > If you are using rt-mailgate make sure for those email addresses to specify the right queue name with "--queue queuename" -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.i.catalin at gmail.com Sun Jan 24 02:51:29 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Sun, 24 Jan 2016 07:51:29 +0000 Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin In-Reply-To: References: Message-ID: Yes, i use rt-mailgate and postfix, and i set the corresponding alias in /etc/aliases ?n s?m., 23 ian. 2016 la 21:08, Ram a scris: > From: Dumitru Catalin >> To: "rt-users at lists.bestpractical.com" >> >> Subject: [rt-users] sort tickets in queue by email >> Message-ID: >> < >> CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com> >> Content-Type: text/plain; charset="utf-8" >> >> Hello, >> >> >> I set replay address and comment address for a queue. All tickets sent to >> this address I want to be inserted in that queue, but the system try to >> create the ticket in General queue. >> >> I need some advice, how can I sort the ticket in queue by address >> specified >> for that queue. >> >> > If you are using rt-mailgate make sure for those email addresses to > specify the right queue name with "--queue queuename" > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Horst.Kriegers at loro.ch Mon Jan 25 08:45:27 2016 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Mon, 25 Jan 2016 13:45:27 +0000 Subject: [rt-users] RT 4.2.12 : Custom Fields not working Message-ID: <49BFBF371580BE4A921A738E1E1C95C51E8025F6@BSDAG01.office.loro.swiss> Hello, Custom fields do not work after migrating from version 4.2.0 to 4.2.12 release, tickets are not updated. The logs indicate nothing , no trace of activies for custom fields . An idea of ??what it may come ? In advance thank you for your help Horst ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Jan 25 10:35:04 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 25 Jan 2016 09:35:04 -0600 Subject: [rt-users] RT 4.2.12 : Custom Fields not working In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C51E8025F6@BSDAG01.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C51E8025F6@BSDAG01.office.loro.swiss> Message-ID: Hi, On Mon, Jan 25, 2016 at 7:45 AM, Kriegers Horst wrote: > Hello, > > > > Custom fields do not work after migrating from version 4.2.0 to 4.2.12 > release, tickets are not updated. That shouldn't be the case. Do you have any JS or callbacks that would be "interfering" with RT? -m From js at lastlog.de Mon Jan 25 10:42:35 2016 From: js at lastlog.de (Joachim Schiele) Date: Mon, 25 Jan 2016 16:42:35 +0100 Subject: [rt-users] Kanban / agile workflows? In-Reply-To: References: Message-ID: On 04.03.2014 06:49, Biju Chacko wrote: > Chris Herrmann gmail.com> writes: >> Hi guys, >> >> Just wondering if there are any plugins or ?? That would >> facilitate alternative ways of visualising "work >> to do" like agile or kanban or ?? >> >> I'm thinking this could be helpful for teams >> and individual users to prioritise their work. > > Here's something I wrote for my own use: > > https://github.com/botsie/dirt we have been trying to get dirt working, but it failed. versions used: - rt-4.2.12 - dirt master on 77c0522ba923 what was working: - we managed to get dirt to redirect the login to rt and we could login with our usual rt credentials. - we've seen that dirt could access the rt4 database and that it was able to use the API of rt (probably trough the rest interface). however, when accessing dirt functionality we hit this issue: http://localhost:9292/projects/dirte/taskboard 746: unexpected token at 'MyDashBord' most important question right now: - how does dirt actually look like? screenshots? screencasts? - how much work would we have to update dirt to make it work with 4.2.12? - does anyone use dirt right now, if so with which version of rt? thanks in advance, joachim From woody at wildthingsafaris.com Mon Jan 25 12:29:20 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Mon, 25 Jan 2016 20:29:20 +0300 Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ In-Reply-To: <062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com> References: <56A0D363.6050204@wildthingsafaris.com> <062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com> Message-ID: <56A65B70.6060708@wildthingsafaris.com> HI Sally, Thanks for your input. My overall goal is to make it easy for another team member to take over another's work while they are away. Since each person is using the same dashboard all based on __CurrentUser__, only someone logged in as user X can see user X's tickets. Your idea of using OwnerGroup has given me an idea of a possible solution - I create an identical dashboard but based on OwnerGroup and not __CurrentUser__ where OwnerGroup = "holiday" and if someone is away, I add them to the group holiday, in which case their tickets will be visible in that dashboard. Where it's going to fail though is with the LastUpdated != "__CurrentUser__" I can't replace that __CurrentUser__ with OwnerGroup. It would need to be '__privileged__ ' or LastUpdated = '__Requestor__' or something, or i list all the users of the queue in a long LastUpdated != "fred" AND Lastupdated !="jane" etc. thanks for the inspiration and if you have any ideas about the LastUpdated - that would be great! w. On 21/01/16 16:43, Sally Ainsley wrote: > Hi Woody > > Not sure what your overall goal is however I have put our staff into GROUPS based on the teams they are in. > > We then have searches that are for _CurrentUser_ as well as other searches that are based on OWNERGROUP = xxxxx. > > We then have saved searches visible to each GROUP so that they can see tickets assigned to their team - this means that if a member of staff if off others in that team can pick up the work. Works well when team managers are away also. > > Not sure if this helps > > Sally > > Sally Ainsley > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Woody - Wild Thing Safaris > Sent: 21 January 2016 12:48 > To:rt-users at lists.bestpractical.com > Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ > > Hi all, > > I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them. > > If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username. > > Something likewww.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in. > > I can see in lib/RT/Tickets.pm in sub _parser the line > > # replace __CurrentUser__ with id > $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; > > and in lib/RT/Search/Simple.pm > > sub HandleOwner { > if (!$_[2] and $_[1] eq "me") { > return owner => "Owner.id = '__CurrentUser__'"; > } > elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { > return owner => "Owner.EmailAddress = '$_[1]'"; > } else { > return owner => "Owner = '$_[1]'"; > } > } > > So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code! > > Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one? > > thanks in advance > > Woody. > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From ram0502 at gmail.com Mon Jan 25 13:12:57 2016 From: ram0502 at gmail.com (Ram) Date: Mon, 25 Jan 2016 10:12:57 -0800 Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin In-Reply-To: References: Message-ID: Show the calls to rt-mailgate from your configuration file(s). On Sat, Jan 23, 2016 at 11:51 PM, Dumitru Catalin wrote: > Yes, i use rt-mailgate and postfix, and i set the corresponding alias in > /etc/aliases > > ?n s?m., 23 ian. 2016 la 21:08, Ram a scris: > >> From: Dumitru Catalin >>> To: "rt-users at lists.bestpractical.com" >>> >>> Subject: [rt-users] sort tickets in queue by email >>> Message-ID: >>> < >>> CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com> >>> Content-Type: text/plain; charset="utf-8" >>> >>> Hello, >>> >>> >>> I set replay address and comment address for a queue. All tickets sent to >>> this address I want to be inserted in that queue, but the system try to >>> create the ticket in General queue. >>> >>> I need some advice, how can I sort the ticket in queue by address >>> specified >>> for that queue. >>> >>> >> If you are using rt-mailgate make sure for those email addresses to >> specify the right queue name with "--queue queuename" >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Mon Jan 25 15:43:08 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Mon, 25 Jan 2016 15:43:08 -0500 Subject: [rt-users] REST to Create Ticket and Users from Customer List Message-ID: <003101d157b1$0040a700$00c1f500$@tbstaxservices.com> Greetings, I can populate my Users from my customer list through the REST Interface. I have some custom fields like IDNumber and others... I've tried like that: CF.{IDNumber} = 999888 and CF- IDNumber = 999888 And CF-'IDNumber' = 999888 The user was created! But were not filled. I have the same problem to create ticket by REST. Thanks for All. Marcelo Calado. $content = @' id: ticket/new Requestor: TestOfCreated6 at gmail.com Subject: Profile - Import from Customer List Owner: mcalado Text: Generate Profile Queue: General CF.{IDNumber}=999-888-33-22 '@ PS C:\tmp> .\b.ps1 RT/4.2.12 200 Ok # User 3613 created. -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.wells at mosaic451.com Mon Jan 25 16:32:43 2016 From: matt.wells at mosaic451.com (Matt Wells) Date: Mon, 25 Jan 2016 13:32:43 -0800 Subject: [rt-users] RT - DataDog Integration Message-ID: Has anyone ever attempted to integrate RT with DataDog and it's web api or configurations? I've seen some integrations with "SendNagiosAlert" but was wondering if anyone had done something similar with DataDog? I'm starting to play with it now using this - http://search.cpan.org/~jpinkham/WebService-DataDog-0.9.0/lib/WebService/DataDog.pm -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at etc.gen.nz Mon Jan 25 22:05:27 2016 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Tue, 26 Jan 2016 16:05:27 +1300 Subject: [rt-users] Set custom field on a transaction via REST? In-Reply-To: References: <1453261637.21146.16.camel@etc.gen.nz> Message-ID: <1453777527.19917.11.camel@etc.gen.nz> Hey, On Wed, 2016-01-20 at 08:28 -0600, Matt Zagrabelny wrote: > I don't believe the 1.0 REST API supports txn CFs. > > Some options are: > > * Hack together something for the 1.0 REST. > * Totally bypass the REST and do something via perl executables and > ssh. > * Try out the new REST interface > > https://github.com/bestpractical/rt-extension-rest2 > > Depending on your needs the above list may be bad advice - use with > caution. It looked like the path of least resistance for now was to add this functionality to the REST 1.0 interface. The last three commits on this branch[0] add required functionality. Commit?35650ec actually extends the API and provides test cases. Cheers, Andrew [0]?https://github.com/catalyst/rt/tree/4.2/add-txn-rest-customfield -- Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz | linux.conf.au 2016 New Zealand's only Cloud: | LCA By the Bay, Geelong, AU https://catalyst.net.nz/cloud | http://lca2016.linux.org.au From wajdi.othmaniyah at gmail.com Tue Jan 26 05:18:49 2016 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Tue, 26 Jan 2016 11:18:49 +0100 Subject: [rt-users] auto-generated random pronounceable password Message-ID: <56a7480a.a5c9c20a.42161.44de@mx.google.com> Here the code of the template "Autoreply" Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a helpdesk call: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string in the subject line of all future correspondence about this issue. { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; if (($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $OUT .= " You can check the current status and history of your requests at: ".$RT::WebURL." When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } } Thank you. {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} When I copied and pasted this exactly as-is to my default "Autoreply" template, it put the content in the Subject line. Why ? I don't understand Please help me it's very important to use the SelfService wed interface. -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.i.catalin at gmail.com Tue Jan 26 09:25:12 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Tue, 26 Jan 2016 14:25:12 +0000 Subject: [rt-users] sort tickets in queue by email (Dumitru Catalin In-Reply-To: References: Message-ID: Thank you but i solved the problem, the call to rt-mailgate was not correct. ?n lun., 25 ian. 2016 la 20:13, Ram a scris: > Show the calls to rt-mailgate from your configuration file(s). > > > > On Sat, Jan 23, 2016 at 11:51 PM, Dumitru Catalin > wrote: > >> Yes, i use rt-mailgate and postfix, and i set the corresponding alias in >> /etc/aliases >> >> ?n s?m., 23 ian. 2016 la 21:08, Ram a scris: >> >>> From: Dumitru Catalin >>>> To: "rt-users at lists.bestpractical.com" >>>> >>>> Subject: [rt-users] sort tickets in queue by email >>>> Message-ID: >>>> < >>>> CAMQS9gh3re5iNCnsqpS9J9Cu8H-nS-6Kw4M_+5c-RtRvzwhFFA at mail.gmail.com> >>>> Content-Type: text/plain; charset="utf-8" >>>> >>>> Hello, >>>> >>>> >>>> I set replay address and comment address for a queue. All tickets sent >>>> to >>>> this address I want to be inserted in that queue, but the system try to >>>> create the ticket in General queue. >>>> >>>> I need some advice, how can I sort the ticket in queue by address >>>> specified >>>> for that queue. >>>> >>>> >>> If you are using rt-mailgate make sure for those email addresses to >>> specify the right queue name with "--queue queuename" >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Jan 26 10:03:35 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 26 Jan 2016 09:03:35 -0600 Subject: [rt-users] auto-generated random pronounceable password In-Reply-To: <56a7480a.a5c9c20a.42161.44de@mx.google.com> References: <56a7480a.a5c9c20a.42161.44de@mx.google.com> Message-ID: On Tue, Jan 26, 2016 at 4:18 AM, wajdi wrote: > Here the code of the template ?Autoreply? > > > > Subject: AutoReply: {$Ticket->Subject} > > > > > > Greetings, > > > > This message has been automatically generated in response to the > > creation of a helpdesk call: > > > > "{$Ticket->Subject()}", > > > > a summary of which appears below. > > > > There is no need to reply to this message right now. Your ticket has been > > assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string > > in the subject line of all future correspondence about this issue. > > > > { > > *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; > > > > > > if (($Transaction->CreatorObj->id != $RT::Nobody->id) && > > (!$Transaction->CreatorObj->Privileged) && > > ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') > > ) { > > > > > > > > my $user = RT::User->new($RT::SystemUser); > > $user->Load($Transaction->CreatorObj->Id); > > my ($stat, $pass) = $user->SetRandomPassword(); > > > > > > > > if (!$stat) { > > $OUT .= > > > > "An internal error has occurred. RT was not able to set a password for you. > > Please contact your local RT administrator for assistance."; > > > > > > } > > > > > > $OUT .= " > > You can check the current status and history of your requests at: > > > > > > ".$RT::WebURL." > > > > > > When prompted, enter the following username and password: > > > > > > Username: ".$user->Name." > > Password: ".$pass." > > > > "; > > } > > } > > > > > > Thank you. > > {$Ticket->QueueObj->CorrespondAddress()} > > > > > > ------------------------------------------------------------------------- > > {$Transaction->Content()} > > > > > > > > When I copied and pasted this exactly as-is to my default "Autoreply" > template, it put the content in the Subject line. Why ? I don?t understand Does it have anything to do with the leading space of the first line of content? -m From kcreasy at aph.org Tue Jan 26 12:29:46 2016 From: kcreasy at aph.org (Keith Creasy) Date: Tue, 26 Jan 2016 17:29:46 +0000 Subject: [rt-users] Display time worked in search results in hours only Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B7405728C3@WINSRVEX10.aph.org> Hi. I'm going to try this but so far I've gotten little or no response to anything I've asked. It appears that if you put the "Time Left" field in a search result it tries to convert to days, which in our case is just confusing as we are tracking actual work hours and not calendar time. Is there a way to change this so that it always uses minutes or, even better, hours? It would be nice if Estimated Time and Time Worked were also in hours as that is the default we have set when editing the values using the web interface. Thanks for any help or at least good information. Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Jan 26 12:47:09 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 26 Jan 2016 11:47:09 -0600 Subject: [rt-users] Display time worked in search results in hours only In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B7405728C3@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B7405728C3@WINSRVEX10.aph.org> Message-ID: Hi Keith, On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: > Hi. I?m going to try this but so far I?ve gotten little or no response to > anything I?ve asked. What version of RT are you running? > It appears that if you put the ?Time Left? field in a search result it tries > to convert to days, which in our case is just confusing as we are tracking > actual work hours and not calendar time. Are you talking about a query predicate or the formatting of the displayed results? I'm running 4.2 and did a quick test and the displayed "Time Worked" was in minutes. -m From kcreasy at aph.org Tue Jan 26 13:17:57 2016 From: kcreasy at aph.org (Keith Creasy) Date: Tue, 26 Jan 2016 18:17:57 +0000 Subject: [rt-users] Time left... RE: Display time worked in search results in hours only Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> OK, I see that I made a mistake in the subject line. I mean "Time Left" as in the body and not "Time Worked" as in the subject. My version is 4.2.7 -----Original Message----- From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, January 26, 2016 12:47 PM To: Keith Creasy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Display time worked in search results in hours only Hi Keith, On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: > Hi. I?m going to try this but so far I?ve gotten little or no response > to anything I?ve asked. What version of RT are you running? > It appears that if you put the ?Time Left? field in a search result it > tries to convert to days, which in our case is just confusing as we > are tracking actual work hours and not calendar time. Are you talking about a query predicate or the formatting of the displayed results? I'm running 4.2 and did a quick test and the displayed "Time Worked" was in minutes. -m From mzagrabe at d.umn.edu Tue Jan 26 14:39:22 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 26 Jan 2016 13:39:22 -0600 Subject: [rt-users] Time left... RE: Display time worked in search results in hours only In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> Message-ID: On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy wrote: > OK, I see that I made a mistake in the subject line. > > I mean "Time Left" as in the body and not "Time Worked" as in the subject. It is strange. I put the three fields into the display of a search. Only "Time Left" is displayed in hours, the other two fields (Time Worked and Time Estimated) show up in minutes. Looking at the column map: TimeWorked => { attribute => 'TimeWorked', title => 'Time Worked', # loc value => sub { return $_[0]->TimeWorkedAsString } }, TimeLeft => { attribute => 'TimeLeft', title => 'Time Left', # loc value => sub { return $_[0]->TimeLeftAsString } }, TimeEstimated => { attribute => 'TimeEstimated', title => 'Time Estimated', # loc value => sub { return $_[0]->TimeEstimatedAsString } }, And here's the code for displaying the time: sub _DurationAsString { my $self = shift; my $value = shift; return "" unless $value; if ($value < 60) { return $self->loc("[quant,_1,minute,minutes]", $value); } else { my $h = sprintf("%.2f", $value / 60 ); return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", $h, $value); } } Here are the ticket values: Estimated: 16.7 hours (1,000 minutes) Worked: 10 hours (600 minutes) Left: 8.3 hours (500 minutes) And here is what is displayed in the search: 1000 600 8 hours Something seems to be amiss with _DurationAsString. -m > > My version is 4.2.7 > > > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, January 26, 2016 12:47 PM > To: Keith Creasy > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Display time worked in search results in hours only > > Hi Keith, > > On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: >> Hi. I?m going to try this but so far I?ve gotten little or no response >> to anything I?ve asked. > > What version of RT are you running? > >> It appears that if you put the ?Time Left? field in a search result it >> tries to convert to days, which in our case is just confusing as we >> are tracking actual work hours and not calendar time. > > Are you talking about a query predicate or the formatting of the displayed results? > > I'm running 4.2 and did a quick test and the displayed "Time Worked" > was in minutes. > > -m > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From kcreasy at aph.org Tue Jan 26 15:33:12 2016 From: kcreasy at aph.org (Keith Creasy) Date: Tue, 26 Jan 2016 20:33:12 +0000 Subject: [rt-users] Time left... RE: Display time worked in search results in hours only In-Reply-To: References: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B740572F0A@WINSRVEX10.aph.org> That is strange. They are converting somewhere. I wish all these columns would respect the user settings, minutes or hours. If you give time left a value of 100 hours the search displays 4 days which is not all all what we want. Either minutes or hours would work though we prefer hours. -----Original Message----- From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, January 26, 2016 2:39 PM To: Keith Creasy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Time left... RE: Display time worked in search results in hours only On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy wrote: > OK, I see that I made a mistake in the subject line. > > I mean "Time Left" as in the body and not "Time Worked" as in the subject. It is strange. I put the three fields into the display of a search. Only "Time Left" is displayed in hours, the other two fields (Time Worked and Time Estimated) show up in minutes. Looking at the column map: TimeWorked => { attribute => 'TimeWorked', title => 'Time Worked', # loc value => sub { return $_[0]->TimeWorkedAsString } }, TimeLeft => { attribute => 'TimeLeft', title => 'Time Left', # loc value => sub { return $_[0]->TimeLeftAsString } }, TimeEstimated => { attribute => 'TimeEstimated', title => 'Time Estimated', # loc value => sub { return $_[0]->TimeEstimatedAsString } }, And here's the code for displaying the time: sub _DurationAsString { my $self = shift; my $value = shift; return "" unless $value; if ($value < 60) { return $self->loc("[quant,_1,minute,minutes]", $value); } else { my $h = sprintf("%.2f", $value / 60 ); return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", $h, $value); } } Here are the ticket values: Estimated: 16.7 hours (1,000 minutes) Worked: 10 hours (600 minutes) Left: 8.3 hours (500 minutes) And here is what is displayed in the search: 1000 600 8 hours Something seems to be amiss with _DurationAsString. -m > > My version is 4.2.7 > > > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, January 26, 2016 12:47 PM > To: Keith Creasy > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Display time worked in search results in hours > only > > Hi Keith, > > On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: >> Hi. I?m going to try this but so far I?ve gotten little or no >> response to anything I?ve asked. > > What version of RT are you running? > >> It appears that if you put the ?Time Left? field in a search result >> it tries to convert to days, which in our case is just confusing as >> we are tracking actual work hours and not calendar time. > > Are you talking about a query predicate or the formatting of the displayed results? > > I'm running 4.2 and did a quick test and the displayed "Time Worked" > was in minutes. > > -m > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From mcalado at tbstaxservices.com Tue Jan 26 15:57:08 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Tue, 26 Jan 2016 15:57:08 -0500 Subject: [rt-users] RT created new Requestor instead of the Requestor that I created by REST Message-ID: <005a01d1587c$1f125860$5d370920$@tbstaxservices.com> Hi There, I've created new RT users by REST API using this code! Sometimes, I try to open a new ticket for user and the RT created the new requestor instead of use the requestor that I created by REST API. When its happen, the new user/requestor was created with name and email , but the another fields is blank. Have you seem this before? Any idea??? I've created by REST around 2.000 new users! $servername="https://myserver.com/REST/1.0/user/new?user=myuser&`pass=passwo rd" $content = @' id: user/new Name: TestofCreated EmailAddress: TestOfCreated at gmail.com RealName: Test of Created Organization: Calado SMB Address1: 44,East Dr City: Brederodes State: AA Zip: 01032 Country: BR MobilePhone: 857-999-9999 '@ add-type @" using System.Net; using System.Security.Cryptography.X509Certificates; public class TrustAllCertsPolicy : ICertificatePolicy { public bool CheckValidationResult( ServicePoint srvPoint, X509Certificate certificate, WebRequest request, int certificateProblem) { return true; } } "@ [System.Net.ServicePointManager]::CertificatePolicy = New-Object TrustAllCertsPolicy $RT = Invoke-WebRequest -Uri $servername -Body @{content=$content} -Method Post $RT.contentrt Thank you! -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Wed Jan 27 13:01:41 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Wed, 27 Jan 2016 21:01:41 +0300 Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ In-Reply-To: <56A65B70.6060708@wildthingsafaris.com> References: <56A0D363.6050204@wildthingsafaris.com> <062f01d15451$bf16c640$3d4452c0$@lifecycle-software.com> <56A65B70.6060708@wildthingsafaris.com> Message-ID: <56A90605.9020804@wildthingsafaris.com> Hi, Another option would be "LastUpdatedByGroup" in a similar fashion to OwnerGroup - though it looks like OwnerGroup is for Roles, and LastUpdatedBy isn't a Role i don't think. w. On 25/01/16 20:29, Woody - Wild Thing Safaris wrote: > HI Sally, > > Thanks for your input. > > My overall goal is to make it easy for another team member to take > over another's work while they are away. Since each person is using > the same dashboard all based on __CurrentUser__, only someone logged > in as user X can see user X's tickets. > > Your idea of using OwnerGroup has given me an idea of a possible > solution - I create an identical dashboard but based on OwnerGroup > and not __CurrentUser__ where OwnerGroup = "holiday" and if someone is > away, I add them to the group holiday, in which case their tickets > will be visible in that dashboard. > > Where it's going to fail though is with the LastUpdated != > "__CurrentUser__" > I can't replace that __CurrentUser__ with OwnerGroup. It would need to > be '__privileged__ ' or LastUpdated = '__Requestor__' or something, or > i list all the users of the queue in a long LastUpdated != "fred" AND > Lastupdated !="jane" etc. > > thanks for the inspiration and if you have any ideas about the > LastUpdated - that would be great! > > w. > > On 21/01/16 16:43, Sally Ainsley wrote: >> Hi Woody >> >> Not sure what your overall goal is however I have put our staff into >> GROUPS based on the teams they are in. >> >> We then have searches that are for _CurrentUser_ as well as other >> searches that are based on OWNERGROUP = xxxxx. >> >> We then have saved searches visible to each GROUP so that they can >> see tickets assigned to their team - this means that if a member of >> staff if off others in that team can pick up the work. Works well >> when team managers are away also. >> >> Not sure if this helps >> >> Sally >> >> Sally Ainsley >> >> -----Original Message----- >> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On >> Behalf Of Woody - Wild Thing Safaris >> Sent: 21 January 2016 12:48 >> To:rt-users at lists.bestpractical.com >> Subject: [rt-users] View dashboard of another user who's searches >> depend on __CurrentUser__ >> >> Hi all, >> >> I have a dashboard, in which there are searches that depend on >> __CurrentUser__, so each user that accesses the dashboard can only >> see tickets owned by them. >> >> If someone is away, i would like someone else to be able to see the >> dashboard of the absent person. I don't want to give them the absent >> user's login, nor do i want to create searches for each user that are >> hardwired to their username. >> >> Something likewww.myrt.com/dashboards/12345/Dashname/Username would >> do the job whereby __CurrentUser__ is replaced by "Username" and not >> the person who's actually logged in. >> >> I can see in lib/RT/Tickets.pm in sub _parser the line >> >> # replace __CurrentUser__ with id >> $value = $self->CurrentUser->id if $value eq >> '__CurrentUser__'; >> >> and in lib/RT/Search/Simple.pm >> >> sub HandleOwner { >> if (!$_[2] and $_[1] eq "me") { >> return owner => "Owner.id = '__CurrentUser__'"; >> } >> elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { >> return owner => "Owner.EmailAddress = '$_[1]'"; >> } else { >> return owner => "Owner = '$_[1]'"; >> } >> } >> >> So i think that a hack is needed somewhere there, and when the url is >> parsed the extra username field assigned to a variable that can be >> used in those subs. I can't find however where sub HandleOwner is >> called from since that's the only time it appears in the code! >> >> Does this sound like a sensible way of going about it, or can anyone >> think of a better solution, or know of an existing one? >> >> thanks in advance >> >> Woody. >> > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From mays at win.net Wed Jan 27 15:23:23 2016 From: mays at win.net (Joseph Mays) Date: Wed, 27 Jan 2016 15:23:23 -0500 Subject: [rt-users] Queue drop down list not being populated for users other than root Message-ID: <3DAE7BD0E9164875AE618C9239575B98@Gantry> I have a new installation of rt42 that I am setting up under FreeBSD. Setup and install went seamlessly, but there is a problem. I set it up and created a user. When I first logged in as that user, the ?General? default queue was showing up in queue ticket creation for the users. I was getting the cross reference error because I was starting at the command line running port 8080. I fixed that in the config, logging in again, I noticed that the queue dropdown list was no longer being populated in quick ticket creation. The field was blank. No ?General? queue and nothing in the drop down list. I logged out, logged in as root, and there it was. I added a queue to the list, logged back in as user, no list, completely empty. Back as root, both items were in the list again. I out the config item that was causing the cross reference error, but it did not fix the problem. Now it doesn?t matter whether or not it?s set, the queue list is not being populated when I am logged in as a user. All the queue entries are there when I log in as the rt root user though. Of course, the obvious conclusion is that it has nothing to do with that setting, something else is causing the problem, but I have no idea what that might be. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Emptyqueue.png Type: image/png Size: 8750 bytes Desc: not available URL: From mzagrabe at d.umn.edu Wed Jan 27 15:38:06 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 27 Jan 2016 14:38:06 -0600 Subject: [rt-users] Queue drop down list not being populated for users other than root In-Reply-To: <3DAE7BD0E9164875AE618C9239575B98@Gantry> References: <3DAE7BD0E9164875AE618C9239575B98@Gantry> Message-ID: On Wed, Jan 27, 2016 at 2:23 PM, Joseph Mays wrote: > I have a new installation of rt42 that I am setting up under FreeBSD. Setup > and install went seamlessly, but there is a problem. > > I set it up and created a user. When I first logged in as that user, the > ?General? default queue was showing up in queue ticket creation for the > users. > > I was getting the cross reference error because I was starting at the > command line running port 8080. I fixed that in the config, logging in > again, I noticed that the queue dropdown list was no longer being populated > in quick ticket creation. The field was blank. No ?General? queue and > nothing in the drop down list. I logged out, logged in as root, and there it > was. I added a queue to the list, logged back in as user, no list, > completely empty. Back as root, both items were in the list again. > > I out the config item that was causing the cross reference error, but it did > not fix the problem. Now it doesn?t matter whether or not it?s set, the > queue list is not being populated when I am logged in as a user. All the > queue entries are there when I log in as the rt root user though. > > Of course, the obvious conclusion is that it has nothing to do with that > setting, something else is causing the problem, but I have no idea what that > might be. Your regular user may not have the permissions to see the queue. -m From d.i.catalin at gmail.com Wed Jan 27 15:42:00 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Wed, 27 Jan 2016 22:42:00 +0200 Subject: [rt-users] Queue drop down list not being populated for users other than root In-Reply-To: <3DAE7BD0E9164875AE618C9239575B98@Gantry> References: <3DAE7BD0E9164875AE618C9239575B98@Gantry> Message-ID: <004b01d15943$2c7549a0$855fdce0$@gmail.com> Hello Give the user or usergoup privileges on that queue, for that select your queue and go to user or group rights tab. Make sure your user its the privileged user. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joseph Mays Sent: Wednesday, January 27, 2016 10:23 PM To: rt-users at hipster.bestpractical.com Subject: [rt-users] Queue drop down list not being populated for users other than root I have a new installation of rt42 that I am setting up under FreeBSD. Setup and install went seamlessly, but there is a problem. I set it up and created a user. When I first logged in as that user, the ?General? default queue was showing up in queue ticket creation for the users. I was getting the cross reference error because I was starting at the command line running port 8080. I fixed that in the config, logging in again, I noticed that the queue dropdown list was no longer being populated in quick ticket creation. The field was blank. No ?General? queue and nothing in the drop down list. I logged out, logged in as root, and there it was. I added a queue to the list, logged back in as user, no list, completely empty. Back as root, both items were in the list again. I out the config item that was causing the cross reference error, but it did not fix the problem. Now it doesn?t matter whether or not it?s set, the queue list is not being populated when I am logged in as a user. All the queue entries are there when I log in as the rt root user though. Of course, the obvious conclusion is that it has nothing to do with that setting, something else is causing the problem, but I have no idea what that might be. -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Thu Jan 28 02:47:18 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Thu, 28 Jan 2016 10:47:18 +0300 Subject: [rt-users] Dashboard as RT at a glance Message-ID: <56A9C786.5060501@wildthingsafaris.com> Hello, When managing the content of RT at a glance, I have in my list all the usual modules and all my saved searches for all the groups i'm a member of, but no dashboards show up. I just want to set RT at a Glance to a single dashboard. RT at a glance - no dashboards visible Dashboard content - other dashboards available Is there a permission i should have somewhere to allow the dashboards to show up in the content list? When I look at managing content for dashboards, I get a list of other dashboards to include along with the saved searches, just not for RT at a glance. thanks w. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RTataglance.png Type: image/png Size: 38116 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Dashboard.png Type: image/png Size: 18721 bytes Desc: not available URL: From mzagrabe at d.umn.edu Thu Jan 28 12:05:49 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 28 Jan 2016 11:05:49 -0600 Subject: [rt-users] Dashboard as RT at a glance In-Reply-To: <56A9C786.5060501@wildthingsafaris.com> References: <56A9C786.5060501@wildthingsafaris.com> Message-ID: Hi, I might be off base, but I'm not sure you can have a dashboard in your RT at a glance page. The RT at a glance page is pretty much a dashboard in its own right. What happens when you hover over "Home" in the upper left corner? -m On Thu, Jan 28, 2016 at 1:47 AM, Woody - Wild Thing Safaris < woody at wildthingsafaris.com> wrote: > Hello, > > When managing the content of RT at a glance, I have in my list all the > usual modules and all my saved searches for all the groups i'm a member of, > but no dashboards show up. I just want to set RT at a Glance to a single > dashboard. > > RT at a glance - no dashboards visible > > > Dashboard content - other dashboards available > > > Is there a permission i should have somewhere to allow the dashboards to > show up in the content list? When I look at managing content for > dashboards, I get a list of other dashboards to include along with the > saved searches, just not for RT at a glance. > > thanks > > w. > > -- > > ----------------------- > > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > > UK: 2B Habbo St, Greenwich, London > Dar es Salaam: 5 Ethan St, Mbezi beach > Arusha: 3 Ebeneezer Rd, Njiro > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Office Mobile: +255 (0) 773 503 502 > Direct: +255 742 373 327 > Skype: woody1tzhttp://wildthingsafaris.com > > > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany ? March 14 & 15, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RTataglance.png Type: image/png Size: 38116 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Dashboard.png Type: image/png Size: 18721 bytes Desc: not available URL: From matt.wells at mosaic451.com Thu Jan 28 13:26:12 2016 From: matt.wells at mosaic451.com (Matt Wells) Date: Thu, 28 Jan 2016 10:26:12 -0800 Subject: [rt-users] RT - DataDog Integration In-Reply-To: References: Message-ID: Hi all, so I have some things work on this. I'm wondering if anyone can help me with the last part. I really can't thank you guys enough for any help you can give. So I have a custom scrip that's working if I run it maually but getting it through RT is causing issues. So this is what I've got. Condition: On Create Action: User defined Template: Blank Custom condition: return 0; Custom action preparation code: my $ticket = $self->TicketObj; my $subject = $Tickets->Subject; my $name = $requestor; my $queue = $queue system('/usr/bin/perl /opt/rt4/lib/RT/Action/DataDogEvent.pm $name $ticket "$subject" $ queue'); return 1; Custom action commit code: return 0; The Script that's getting called. /opt/rt4/lib/RT/Action/DataDogEvent.pm #!/usr/bin/perl use strict; use warnings; use WebService::DataDog; use Try::Tiny; use Data::Dumper; my $datadog = WebService::DataDog->new( api_key => '123apikey', application_key => '123appkey', verbose => 0, # Enable this for debugging output # verbose => 1, ); my $event = $datadog->build('Event'); my $event_list; my $name = $ARGV[0]; my $ticket = $ARGV[1]; my $subject = $ARGV[2]; my $queue = $ARGV[3]; # Post a new event to stream $event->create( title => "$name - $ticket", text => "$subject", tags => ['NOCRT', "$queue"], ); On Mon, Jan 25, 2016 at 1:32 PM, Matt Wells wrote: > Has anyone ever attempted to integrate RT with DataDog and it's web api or > configurations? > I've seen some integrations with "SendNagiosAlert" but was wondering if > anyone had done something similar with DataDog? I'm starting to play with > it now using this - > > http://search.cpan.org/~jpinkham/WebService-DataDog-0.9.0/lib/WebService/DataDog.pm > > -- Matt Wells Chief Systems Architect RHCA, RHCVA - #110-000-353 (702) 808-0424 matt.wells at mosaic451.com Las Vegas | Phoenix | Portland Mosaic451.com CONFIDENTIALITY NOTICE: This transmittal is a confidential communication or may otherwise be privileged. If you are not intended recipient, you are hereby notified that you have received this transmittal in error and that any review, dissemination, distribution or copying of this transmittal is strictly prohibited. If you have received this communication in error, please notify this office, and immediately delete this message and all its attachments, if any. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Thu Jan 28 13:43:43 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 28 Jan 2016 13:43:43 -0500 Subject: [rt-users] RT - DataDog Integration In-Reply-To: References: Message-ID: <56AA615F.30109@bestpractical.com> Hi Matt, It would probably be easier to put all of the DataDog code right in an RT Action module rather than making a system call. If you take a look at the docs for this extension, it describes how to do that, where to put the new action files, etc.: https://metacpan.org/pod/RT::Extension::AdminConditionsAndActions And it's worth installing that extension if you'll be working with custom conditions and actions because it makes it much easier to manage them. And if you're thinking about releasing it as an extension, this will get you started: https://bestpractical.com/docs/rt/4.2/writing_extensions.html Good luck. Jim On 1/28/16 1:26 PM, Matt Wells wrote: > Hi all, so I have some things work on this. I'm wondering if anyone > can help me with the last part. I really can't thank you guys enough > for any help you can give. > > So I have a custom scrip that's working if I run it maually but > getting it through RT is causing issues. So this is what I've got. > Condition: On Create > Action: User defined > Template: Blank > > Custom condition: > return 0; > > Custom action preparation code: > my $ticket = $self->TicketObj; > my $subject = $Tickets->Subject; > my $name = $requestor; > my $queue = $queue > system('/usr/bin/perl /opt/rt4/lib/RT/Action/DataDogEvent.pm $name > $ticket "$subject" $ queue'); > return 1; > > Custom action commit code: > return 0; > > The Script that's getting called. > /opt/rt4/lib/RT/Action/DataDogEvent.pm > #!/usr/bin/perl > > use strict; > use warnings; > > use WebService::DataDog; > use Try::Tiny; > use Data::Dumper; > > my $datadog = WebService::DataDog->new( > api_key => '123apikey', > application_key => '123appkey', > verbose => 0, # Enable this for debugging output > #verbose => 1, > ); > > my $event = $datadog->build('Event'); > my $event_list; > > my $name = $ARGV[0]; > my $ticket = $ARGV[1]; > my $subject = $ARGV[2]; > my $queue = $ARGV[3]; > > # Post a new event to stream > $event->create( > title => "$name - $ticket", > text => "$subject", > tags => ['NOCRT', "$queue"], > > ); > > > On Mon, Jan 25, 2016 at 1:32 PM, Matt Wells > wrote: > > Has anyone ever attempted to integrate RT with DataDog and it's > web api or configurations? > I've seen some integrations with "SendNagiosAlert" but was > wondering if anyone had done something similar with DataDog? I'm > starting to play with it now using this - > http://search.cpan.org/~jpinkham/WebService-DataDog-0.9.0/lib/WebService/DataDog.pm > > > > > > -- > Matt Wells > Chief Systems Architect > RHCA, RHCVA - #110-000-353 > (702) 808-0424 > matt.wells at mosaic451.com > Las Vegas | Phoenix | Portland Mosaic451.com > CONFIDENTIALITY NOTICE: This transmittal is a confidential > communication or may otherwise be privileged. If you are not intended > recipient, you are hereby notified that you have received this > transmittal in error and that any review, dissemination, distribution > or copying of this transmittal is strictly prohibited. If you have > received this communication in error, please notify this office, and > immediately delete this message and all its attachments, if any. > > > > > > > > > > > > > > > > > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany ? March 14 & 15, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.wells at mosaic451.com Thu Jan 28 14:19:57 2016 From: matt.wells at mosaic451.com (Matt Wells) Date: Thu, 28 Jan 2016 19:19:57 +0000 Subject: [rt-users] RT - DataDog Integration In-Reply-To: <56AA615F.30109@bestpractical.com> References: <56AA615F.30109@bestpractical.com> Message-ID: Jim thank you so much for sending these. I really appreciate it. I'll respond back on resolution to ensure anyone else who may want this has the info. On Thu, Jan 28, 2016 at 10:44 AM Jim Brandt wrote: > Hi Matt, > > It would probably be easier to put all of the DataDog code right in an RT > Action module rather than making a system call. If you take a look at the > docs for this extension, it describes how to do that, where to put the new > action files, etc.: > > https://metacpan.org/pod/RT::Extension::AdminConditionsAndActions > > And it's worth installing that extension if you'll be working with custom > conditions and actions because it makes it much easier to manage them. > > And if you're thinking about releasing it as an extension, this will get > you started: > > https://bestpractical.com/docs/rt/4.2/writing_extensions.html > > Good luck. > Jim > > > On 1/28/16 1:26 PM, Matt Wells wrote: > > Hi all, so I have some things work on this. I'm wondering if anyone can > help me with the last part. I really can't thank you guys enough for any > help you can give. > > So I have a custom scrip that's working if I run it maually but getting it > through RT is causing issues. So this is what I've got. > Condition: On Create > Action: User defined > Template: Blank > > Custom condition: > return 0; > > Custom action preparation code: > my $ticket = $self->TicketObj; > my $subject = $Tickets->Subject; > my $name = $requestor; > my $queue = $queue > system('/usr/bin/perl /opt/rt4/lib/RT/Action/DataDogEvent.pm $name $ticket > "$subject" $ queue'); > return 1; > > Custom action commit code: > return 0; > > The Script that's getting called. > /opt/rt4/lib/RT/Action/DataDogEvent.pm > #!/usr/bin/perl > > use strict; > use warnings; > > use WebService::DataDog; > use Try::Tiny; > use Data::Dumper; > > my $datadog = WebService::DataDog->new( > api_key => '123apikey', > application_key => '123appkey', > verbose => 0, # Enable this for debugging output > # verbose => 1, > ); > > my $event = $datadog->build('Event'); > my $event_list; > > my $name = $ARGV[0]; > my $ticket = $ARGV[1]; > my $subject = $ARGV[2]; > my $queue = $ARGV[3]; > > # Post a new event to stream > $event->create( > title => "$name - $ticket", > text => "$subject", > tags => ['NOCRT', "$queue"], > > ); > > > On Mon, Jan 25, 2016 at 1:32 PM, Matt Wells > wrote: > >> Has anyone ever attempted to integrate RT with DataDog and it's web api >> or configurations? >> I've seen some integrations with "SendNagiosAlert" but was wondering if >> anyone had done something similar with DataDog? I'm starting to play with >> it now using this - >> >> http://search.cpan.org/~jpinkham/WebService-DataDog-0.9.0/lib/WebService/DataDog.pm >> >> > > > -- > Matt Wells > Chief Systems Architect > RHCA, RHCVA - #110-000-353 > (702) 808-0424 > matt.wells at mosaic451.com > Las Vegas | Phoenix | Portland Mosaic451.com > CONFIDENTIALITY NOTICE: This transmittal is a confidential communication > or may otherwise be privileged. If you are not intended recipient, you are > hereby notified that you have received this transmittal in error and that > any review, dissemination, distribution or copying of this transmittal is > strictly prohibited. If you have received this communication in error, > please notify this office, and immediately delete this message and all its > attachments, if any. > > > > > > > > > > > > > > > > > > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany ? March 14 & 15, 2016 > > > -- Matt Wells Chief Systems Architect RHCA, RHCVA - #110-000-353 (702) 808-0424 matt.wells at mosaic451.com Las Vegas | Phoenix | Portland Mosaic451.com CONFIDENTIALITY NOTICE: This transmittal is a confidential communication or may otherwise be privileged. If you are not intended recipient, you are hereby notified that you have received this transmittal in error and that any review, dissemination, distribution or copying of this transmittal is strictly prohibited. If you have received this communication in error, please notify this office, and immediately delete this message and all its attachments, if any. -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Fri Jan 29 13:42:27 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Fri, 29 Jan 2016 21:42:27 +0300 Subject: [rt-users] Dashboard as RT at a glance In-Reply-To: References: <56A9C786.5060501@wildthingsafaris.com> Message-ID: <56ABB293.9030906@wildthingsafaris.com> Hi Matt, Yes, I think RT at a glance is like a dashboard, but having dashboards as part of other dashboards is an option. If i hover over my "home" i get the list of all the dashboards i've put in that menu, so it is fairly easy to access them from there, i would just like my uses to log in and have their dashboard right there and not a unused RT at a glance page w. On 28/01/16 20:05, Matt Zagrabelny wrote: > Hi, > > I might be off base, but I'm not sure you can have a dashboard in your > RT at a glance page. The RT at a glance page is pretty much a > dashboard in its own right. > > What happens when you hover over "Home" in the upper left corner? > > -m > > On Thu, Jan 28, 2016 at 1:47 AM, Woody - Wild Thing Safaris > > wrote: > > Hello, > > When managing the content of RT at a glance, I have in my list all > the usual modules and all my saved searches for all the groups i'm > a member of, but no dashboards show up. I just want to set RT at a > Glance to a single dashboard. Richard Wood (Woody) Managing > Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, > London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer > Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office > Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: > woody1tz http://wildthingsafaris.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jordan at jc.me.uk Sat Jan 30 16:12:06 2016 From: jordan at jc.me.uk (Jordan Cook) Date: Sat, 30 Jan 2016 21:12:06 +0000 (GMT) Subject: [rt-users] Multiple Instances from same code in 4.4 Message-ID: Hello, Has any one created a patch for the method described on http://requesttracker.wikia.com/wiki/MultipleInstances for running muliple instnaces of RT with the same code, but with customisations for version 4.4? -- Jordan Cook