From Bernhard.Eierschmalz at scheppach.com Fri Jul 1 01:55:45 2016 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Fri, 1 Jul 2016 05:55:45 +0000 Subject: [rt-users] Permission causes wrong search-results In-Reply-To: References: <97344147CBA1644584462D6D81C43CE4D2E1C236@svex.scheppach.local> <7857628e278e9b74aa2793d181a99452@mail.greenhills-it.co.uk> <97344147CBA1644584462D6D81C43CE4D2E1CBD2@svex.scheppach.local> Message-ID: <97344147CBA1644584462D6D81C43CE4D2E1D954@svex.scheppach.local> Hi, thanks for your support NOT LIKE-operator also doesn't work correctly. I know very well about permissions and search function. I also tried to create the search with the assistant - same issue (because the assistant creates the same query). I cannot believe this is a normal issue - because - if I run the same search with a different user, it works. This is the reason why I think the search query is correct - if I run the same search with = instead of != (or NOT LIKE) operator, it works (of course with a different result). This is the reason why I think the permissions on the custom field is correct. best regards Bernhard -----Urspr?ngliche Nachricht----- Von: Bryon Baker [mailto:bbaker at copesan.com] Gesendet: Donnerstag, 30. Juni 2016 17:20 An: Eierschmalz, Bernhard; martin.wheldon at greenhills-it.co.uk Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Permission causes wrong search-results Hey There I think you need to use "NOT LIKE" IE Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND 'CF.{category}' NOT LIKE 'one') Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 ? 262-783-6261 Ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eierschmalz, Bernhard Sent: Thursday, June 30, 2016 10:03 AM To: martin.wheldon at greenhills-it.co.uk Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Permission causes wrong search-results Hi, I'm sorry but this doesn't work - Request tracker sais "wrong query" if I try to run the search with "'CF.{category}' exists" Message is: Wrong query, expecting a OPERATOR in .... AND 'CF.{category}' >exists<--here' -----Urspr?ngliche Nachricht----- Von: Martin Wheldon [mailto:martin.wheldon at greenhills-it.co.uk] Gesendet: Donnerstag, 30. Juni 2016 16:12 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Permission causes wrong search-results Hi, IMO this is working correctly for the following reason, as far as the user is concerned the the custom field does not contain the specified value. For this situation you would need somthing like: Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND 'CF.{category}' != 'one') Best Regards Martin On 2016-06-30 10:39, Eierschmalz, Bernhard wrote: > Hello, > > I'm using RT 4.4.0 > > I found the following problem: > > I have a custom field "category" with settings "select one value". > There are 5 possible values. > > I build a search for all tickets like the following > > Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one' > > I found that the search results ignore the part CF.{category} != 'one' > and shows all tickets, no matter which category. > > I tested with CF.{category} = 'one' and this works - it shows all the > ticket with category 'one' > > I used the same search with root-user, and it always works as expected > - so I thought this would be a problem with permissions. > > My default-user has the following permissions on this queue: > > "general rights" ? all > > "Rights for Staff" ? all but "delete tickets" and "forward messages > outside of RT" > > "rights for Administrators" ? no permissions > > My next try was changing the permissions of the custom field. > > I found out that, as soon as the user has the permission "General > rights" ? "view custom fields" on the "category"-Custom field, the > search is working as expected. > > So in short: > > Search on the CF with = operator works always, > > Search on the CF with != operator works only, if the user has "view > custom fields" permission on the custom field. > > So I have a possible solution now, but I would like to understand how > this error occurs. Is this a bug or a feature? > > Best regards > > Bernhard > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 From nick.adams815 at gmail.com Fri Jul 1 13:07:28 2016 From: nick.adams815 at gmail.com (Nicholas Adams) Date: Fri, 1 Jul 2016 12:07:28 -0500 Subject: [rt-users] Query time in queue after queue change Message-ID: <98EE2D24-F6E6-4F39-8CB3-5998944737B4@gmail.com> Hello all, Thanks for reading this. I am attempting to figure out a way to query whether mysql query or through the web gui how long a ticket spent in a queue. For example - I have a workflow which takes tickets between multiple queues. For reporting on the workflow effectiveness I want to see how long a ticket spent in each queue. Does anyone have any ideas regarding? Thank you! Nick Adams From nick.adams815 at gmail.com Fri Jul 1 13:08:16 2016 From: nick.adams815 at gmail.com (Nicholas Adams) Date: Fri, 1 Jul 2016 12:08:16 -0500 Subject: [rt-users] SLA Extension change SLA on queue change In-Reply-To: <006601d1d114$00bb6fd0$02324f70$@lifecycle-software.com> References: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> <7AC90DEE-5F1E-481A-956F-9788385C3B21@gmail.com> <003e01d1d090$927d2c80$b7778580$@lifecycle-software.com> <7AEBB4BC-5D15-4532-B2F2-742235355F74@gmail.com> <006601d1d114$00bb6fd0$02324f70$@lifecycle-software.com> Message-ID: <8F002B19-BFB5-48FB-A347-C4A41652EB73@gmail.com> Thanks Sally! Seems like that may be my only option here! Appreciate your assistance. Nick Adams > On Jun 28, 2016, at 3:06 AM, Sally Ainsley wrote: > > Hi Nick > > We have the SLA field as Mandatory so when I move a ticket between queues I have to re-set the SLA to an SLA relevant for that queue before I can save it. > > Sally > > > -----Original Message----- > From: Nicholas Adams [mailto:nick.adams815 at gmail.com] > Sent: 27 June 2016 18:26 > To: Sally Ainsley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] SLA Extension change SLA on queue change > > Sally, > > Tried this with unique alpha names for the SLA?s in between two queues. > > Still no such luck. Any other ideas? > > Thank you! > Nick > >> On Jun 27, 2016, at 11:25 AM, Sally Ainsley wrote: >> >> Maybe the default only works when the SLA is blank in which case it wouldn?t work when you change queues. I guess you could try having very different names for the SLAs in each queue. >> >> -----Original Message----- >> From: Nicholas Adams [mailto:nick.adams815 at gmail.com] >> Sent: 27 June 2016 17:24 >> To: Sally Ainsley >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] SLA Extension change SLA on queue change >> >> Hi Sally, >> >> Thanks for the reply. >> >> I believe I have the default SLA set but it does not apply when the queue is changed. >> But I?m going to double check my defaults just in case I am mistaken. >> >> Thank you! >> Nick >> >>> On Jun 27, 2016, at 11:22 AM, Sally Ainsley wrote: >>> >>> Hi Nick >>> >>> Can you use a "default" SLA for each queue - then in theory when the >>> ticket changed queue the SLA would update to be the default? >>> >>> Not sure it would work but we have default SLAs for our queues as >>> well as ones that are chosen by users. (ie default is used the >>> user/requestor leaves blank. >>> >>> Sally >>> >>> -----Original Message----- >>> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On >>> Behalf Of Nicholas Adams >>> Sent: 27 June 2016 17:20 >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] SLA Extension change SLA on queue change >>> >>> Good day, >>> >>> I have successfully configured the SLA extension to apply SLA to new >>> tickets within specific queues. >>> >>> I wonder if there is a way that I can apply a new SLA to an existing >>> ticket on queue change. >>> >>> For example - ticket is created in queue Alpha and is automatically >>> assigned an SLA of my choice. A user moves the ticket from Alpha >>> into queue Beta. I would like for a new SLA to automatically be >>> applied when the ticket is moved. >>> >>> Any ideas on how I could accomplish this? >>> >>> Thanks >>> Nick >>> --------- >>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >>> * Los Angeles - September, 2016 >>> >> >> > > From jbrandt at bestpractical.com Fri Jul 1 13:22:57 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 1 Jul 2016 13:22:57 -0400 Subject: [rt-users] Custom fields in transaction In-Reply-To: <1467344483.26312.7.camel@nileshgr.com> References: <1467344483.26312.7.camel@nileshgr.com> Message-ID: <22b34dab-c8eb-01c7-1bd4-94a01f5d7400@bestpractical.com> On 6/30/16 11:41 PM, Nilesh wrote: > Hi, > > I'm trying to assign the ticket to a queue based on a transaction > custom field, but I am unable to fetch the custom field in my scrip. > > Scrip details: > Condition: On correspond > Action: User defined > Template: Blank > > Custom condition: > 1; > > Custom action preparation code: > 1; > > Custom action commit code: > my $queueName = $self->TicketObj->QueueObj->Name; > RT::Logger->info("Queue name: $queueName"); > > my $trans = $self->TransactionObj; > RT::Logger->info($trans->FirstCustomFieldValue("Product")); > > ------------------ > > The method FirstCustomFieldValue returns empty even though the value is > set in form submission. > > All the stuff I found on Google are about custom fields in tickets, > seems nobody uses transaction custom fields? > > I'm using RT 4.4.0. > If you are submitting the value for Product in the same update, the On Correspond transaction may run before the value is committed, so it's not there yet. Try moving the scrip to Batch stage rather than Normal. Batch runs at the end, so the value should be set. From me at nileshgr.com Fri Jul 1 22:29:03 2016 From: me at nileshgr.com (Nilesh) Date: Sat, 02 Jul 2016 07:59:03 +0530 Subject: [rt-users] Custom fields in transaction In-Reply-To: References: <1467344483.26312.7.camel@nileshgr.com> <22b34dab-c8eb-01c7-1bd4-94a01f5d7400@bestpractical.com> Message-ID: <1467426543.18339.1.camel@nileshgr.com> Can you provide some example?? On the wiki I saw some scrip which was testing the return value of TransactionBatch method, but now after doing that I don't see the log.? In custom action commit code: my $batch = $self->TicketObj->TransactionBatch; if($batch) { RT::Logger->info("transaction batch"); RT::Logger->info("Field Value: " . $self->TransactionObj- >FirstCustomFieldValue('Product')); } -- Nilesh On 01-Jul-2016 10:52 pm, "Jim Brandt" wrote: On 6/30/16 11:41 PM, Nilesh wrote: > Hi, > > I'm trying to assign the ticket to a queue based on a transaction > custom field, but I am unable to fetch the custom field in my scrip. > > Scrip details: > Condition: On correspond > Action: User defined > Template: Blank > > Custom condition: > 1; > > Custom action preparation code: > 1; > > Custom action commit code: > my $queueName = $self->TicketObj->QueueObj->Name; > RT::Logger->info("Queue name: $queueName"); > > my $trans = $self->TransactionObj; > RT::Logger->info($trans->FirstCustomFieldValue("Product")); > > ------------------ > > The method FirstCustomFieldValue returns empty even though the value > is > set in form submission. > > All the stuff I found on Google are about custom fields in tickets, > seems nobody uses transaction custom fields? > > I'm using RT 4.4.0. > > ? If you are submitting the value for Product in the same update, the On Correspond transaction may run before the value is committed, so it's not there yet. Try moving the scrip to Batch stage rather than Normal. Batch runs at the end, so the value should be set. --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -- Nilesh From Brian.Dunbar at von.ca Mon Jul 4 11:55:14 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Mon, 4 Jul 2016 15:55:14 +0000 Subject: [rt-users] Fetchmail MDA returned nonzero status 2 Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C6960@VONDC336.vonnat1.von.ca> Hello RT_Users, I have exim4 working to send mails from RT and I am trying to use fetchmail to poll exchange and collect the messages. Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. I also get POP3 Protocol error 19 I look at the exchange account and I can see that fetchmail is reading the messages. Here is the fetchmail config set daemon 30: set invisible set no bouncemail set syslog poll mail.server.ca protocol pop3 auth password username "xxxxxxx at server.ca" password "xxxxxxxx" mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url http://xxxxxxx/" no keep #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" Syslog reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log message incomplete) not flushed -------------- next part -------------- An HTML attachment was scrubbed... URL: From davis.johny at in.fcm.travel Tue Jul 5 02:11:11 2016 From: davis.johny at in.fcm.travel (Davis Johny) Date: Tue, 5 Jul 2016 06:11:11 +0000 Subject: [rt-users] Issues with RTExternalAuth In-Reply-To: <20160630123026.z75pyli74a5lorei@pcjas.obspm.fr> References: <20160630123026.z75pyli74a5lorei@pcjas.obspm.fr> Message-ID: try Enable the ExternalAuth adding below Set($ExternalAuth, 1); Regards, Davis ________________________________ From: rt-users on behalf of Albert Shih Sent: Thursday, June 30, 2016 6:00:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Issues with RTExternalAuth Hi every one. I try to run a RT 4.4.0. The RT::Authen::ExternalAuth don't seem to work correctly. I already check on this mailing list, and try the patch I seem. Nothing seem to work correctly. Here my RT_SiteConfig.pm Set($WebExternalAuth, 1 ); Set($ExternalAuthPriority, ['PLM']); Set($ExternalInfoPriority, ['PLM']); Set($ExternalServiceUsesSSLorTLS, '0'); Set($AutoCreateNonExternalUsers, '1'); Set($ExternalSettings, { 'PLM' => { 'type' => 'ldap', 'server' => '*****', 'user' => 'uid=nss,o=*****', 'pass' => '*****', 'base' => '*****', 'filter' => '(objectClass=person)', 'd_filter' => '', 'tls' => '0', 'ssl_version' => '3', 'net_ldap_args' => [ 'version => 3', ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', 'Organization' => 'ou', 'RealName' => 'displayName', 'WorkPhone' => 'telephoneNumber', 'City' => 'l', }, }}); in that case I can authenticate in local without problem. But not against my LDAP server. If I add a Set($ExternalAuth, 1 ); I can't authenticate at all (either local or LDAP) and I get something like : Jun 30 14:22:37 rt RT: [5913] Expected 'PeerHost' at /usr/local/lib/perl5/site_perl/Net/LDAP.pm line 164. Stack: [/usr/local/lib/perl5/site_perl/Carp.pm:167] [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:485] [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:386] [/usr/local/lib/perl5/5.20/mach/IO/Socket.pm:49] [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:353] [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:164] [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:122] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:646] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:510] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:581] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:328] [/usr/local/share/rt44/html/Elements/DoAuth:57] [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:308] [/usr/local/share/rt44/html/autohandler:53] I running a RT 4.4.0 under FreeBSD. Any idea ? Regards JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: jeu 30 jui 2016 14:24:34 CEST --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 FCM Travel Solutions is one of the largest corporate travel management companies in the world. We are represented in over 90 countries with staff strength of over 6,500. Our work has been officially recognized at the esteemed World Travel Awards, earning us the title of World's Leading Travel Management Company for five consecutive years in 2011, 2012, 2013, 2014 & 2015. Visit us at www.in.fcm.travel -------------- next part -------------- An HTML attachment was scrubbed... URL: From it_stuff at telenet.be Tue Jul 5 03:21:38 2016 From: it_stuff at telenet.be (it_stuff at telenet.be) Date: Tue, 5 Jul 2016 09:21:38 +0200 (CEST) Subject: [rt-users] Issues with RTExternalAuth Message-ID: <1108718637.601924.1467703298323.JavaMail.root@telenet.be> This is what I use to auth against ldap and local. (left out the ldap section ofcourse... ##################### # User Authentication Set($ExternalAuth, 1); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalAuthPriority,['My_LDAP']); Set($ExternalSettings, { 'My_LDAP' => { ## GENERIC SECTION .... Regards, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From beanstallk at gmail.com Tue Jul 5 07:19:28 2016 From: beanstallk at gmail.com (Jack Beanstallk) Date: Tue, 5 Jul 2016 12:19:28 +0100 Subject: [rt-users] Improve RT API calls Message-ID: Hi, I am having issues where a web service makes around 40 API calls to RT the time it takes can amount to around 15 seconds to fetch that data from RT. Are there any ways to improve/advice to speed up RT API calls? 1. Can the API process be offloaded to another server? 2. Any ideas where the bottlenecks could be? In general the RT service is quick to load and respond via the website. 3. A better way to code API calls to be more efficient? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Tue Jul 5 08:05:38 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Tue, 5 Jul 2016 12:05:38 +0000 Subject: [rt-users] (no subject) Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C6FC4@VONDC336.vonnat1.von.ca> Hello RT_Users, I have exim4 working to send mails from RT and I am trying to use fetchmail to poll exchange and collect the messages. Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. I also get POP3 Protocol error 19 I look at the exchange account and I can see that fetchmail is reading the messages. Here is the fetchmail config set daemon 30: set invisible set no bouncemail set syslog poll mail.server.ca protocol pop3 auth password username "xxxxxxx at server.ca" password "xxxxxxxx" mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url http://xxxxxxx/" no keep #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" Syslog reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log message incomplete) not flushed -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Tue Jul 5 11:22:03 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Tue, 5 Jul 2016 15:22:03 +0000 Subject: [rt-users] Fetchmail Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C7488@VONDC336.vonnat1.von.ca> Hello RT_Users, I have exim4 working to send mails from RT and I am trying to use fetchmail to poll exchange and collect the messages. Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. I also get POP3 Protocol error 19 I look at the exchange account and I can see that fetchmail is reading the messages. I have also tried with imap and get error writing to mda broken pipe Here is the fetchmail config set daemon 30: set invisible set no bouncemail set syslog poll mail.server.ca protocol pop3 auth password username "xxxxxxx at server.ca" password "xxxxxxxx" mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url http://xxxxxxx/" no keep #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" Syslog reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log message incomplete) not flushed -------------- next part -------------- An HTML attachment was scrubbed... URL: From trevor at onepost.net Tue Jul 5 11:32:58 2016 From: trevor at onepost.net (Trev) Date: Tue, 5 Jul 2016 11:32:58 -0400 Subject: [rt-users] Fetchmail In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098C7488@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098C7488@VONDC336.vonnat1.von.ca> Message-ID: If your queue contains spaces in it, you may consider using single quotes: poll oa-internal.domain.com protocol imap username "rt-correspondance" password "my_password" mda "/opt/rt4/bin/rt-mailgate --queue 'IT General' --action correspond --url http://rt.domain.com/" no keep On Tue, Jul 5, 2016 at 11:22 AM, Dunbar, Brian wrote: > Hello RT_Users, > > > > I have exim4 working to send mails from RT and I am trying to use > fetchmail to poll exchange and collect the messages. > > Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. > I also get POP3 Protocol error 19 > > I look at the exchange account and I can see that fetchmail is reading the > messages. > > > > I have also tried with imap and get error writing to mda broken pipe > > > > > > Here is the fetchmail config > > > > set daemon 30: > > set invisible > > set no bouncemail > > set syslog > > > > poll mail.server.ca protocol pop3 > > auth password > > username "xxxxxxx at server.ca" password "xxxxxxxx" > > mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url > http://xxxxxxx/" > > no keep > > #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" > > > > Syslog > > reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log > message incomplete) > > not flushed > > > > > > > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Tue Jul 5 12:38:46 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Tue, 5 Jul 2016 16:38:46 +0000 Subject: [rt-users] FW: Fetchmail Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C7533@VONDC336.vonnat1.von.ca> Thank you for the reply there are no spaces but a period. I did have ?? quotes and I changed it now to ? ? but still broken pipe From: trevorthorpe at gmail.com [mailto:trevorthorpe at gmail.com] On Behalf Of Trev Sent: Tuesday, July 5, 2016 11:33 AM To: Dunbar, Brian Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Fetchmail If your queue contains spaces in it, you may consider using single quotes: poll oa-internal.domain.com protocol imap username "rt-correspondance" password "my_password" mda "/opt/rt4/bin/rt-mailgate --queue 'IT General' --action correspond --url http://rt.domain.com/" no keep On Tue, Jul 5, 2016 at 11:22 AM, Dunbar, Brian > wrote: Hello RT_Users, I have exim4 working to send mails from RT and I am trying to use fetchmail to poll exchange and collect the messages. Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. I also get POP3 Protocol error 19 I look at the exchange account and I can see that fetchmail is reading the messages. I have also tried with imap and get error writing to mda broken pipe Here is the fetchmail config set daemon 30: set invisible set no bouncemail set syslog poll mail.server.ca protocol pop3 auth password username "xxxxxxx at server.ca" password "xxxxxxxx" mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url http://xxxxxxx/" no keep #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" Syslog reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log message incomplete) not flushed --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From nagraj.arya at ericsson.com Tue Jul 5 12:43:37 2016 From: nagraj.arya at ericsson.com (Nagraj Arya) Date: Tue, 5 Jul 2016 16:43:37 +0000 Subject: [rt-users] help Message-ID: Can Anyone Help? From: Nagraj Arya Sent: Thursday, June 30, 2016 8:02 AM To: 'rt-devel at lists.bestpractical.com'; 'rt-users at lists.bestpractical.com' Subject: help Hi, I am new to RT so your help is really appreciated. We are trying to see if we can create a dashboard and add a field which shows all the attachments for that ticket in the dashboard itself [cid:image001.png at 01D1D6B2.AA266220] Instead of going to the ticket details and seeing the attachments. [cid:image002.png at 01D1D6B2.AA266220] Is it possible, can you please guide me to achieve it.. //BR Nagraj Arya -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 14331 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 9303 bytes Desc: image002.png URL: From nagraj.arya at ericsson.com Tue Jul 5 12:55:39 2016 From: nagraj.arya at ericsson.com (Nagraj Arya) Date: Tue, 5 Jul 2016 16:55:39 +0000 Subject: [rt-users] help In-Reply-To: References: Message-ID: Can Anyone Help? From: rt-devel [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Nagraj Arya Sent: Thursday, June 30, 2016 8:01 AM To: rt-devel at lists.bestpractical.com; rt-users at lists.bestpractical.com Subject: [rt-devel] help Hi, I am new to RT so your help is really appreciated. We are trying to see if we can create a dashboard and add a field which shows all the attachments for that ticket in the dashboard itself [cid:image001.png at 01D1D6B4.590F5750] Instead of going to the ticket details and seeing the attachments. [cid:image002.png at 01D1D6B4.590F5750] Is it possible, can you please guide me to achieve it.. //BR Nagraj Arya -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 14331 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 9303 bytes Desc: image002.png URL: From me at nileshgr.com Tue Jul 5 13:31:40 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 05 Jul 2016 23:01:40 +0530 Subject: [rt-users] Custom fields in transaction In-Reply-To: References: <1467344483.26312.7.camel@nileshgr.com> Message-ID: <1467739900.31964.1.camel@nileshgr.com> The use case is simple, I want to move tickets to different queues based on a custom field and this should happen when the agent is replying. So transaction is the best place to introduce such a field. -- Nilesh On Tue, 2016-07-05 at 20:00 +0530, aniket tripathy wrote: > Hi Nilesh, > > Can you please explain,the use case. Just trying to understand the > scenario where a transaction custom field would be best fit. > > Thanks. > -Aniket > > On Fri, Jul 1, 2016 at 9:11 AM, Nilesh wrote: > > Hi, > > > > I'm trying to assign the ticket to a queue based on a transaction > > custom field, but I am unable to fetch the custom field in my > > scrip. > > > > Scrip details: > > Condition: On correspond > > Action: User defined > > Template: Blank > > > > Custom condition: > > 1; > > > > Custom action preparation code: > > 1; > > > > Custom action commit code: > > my $queueName = $self->TicketObj->QueueObj->Name; > > RT::Logger->info("Queue name: $queueName"); > > > > my $trans = $self->TransactionObj; > > RT::Logger->info($trans->FirstCustomFieldValue("Product")); > > > > ------------------ > > > > The method FirstCustomFieldValue returns empty even though the > > value is > > set in form submission. > > > > All the stuff I found on Google are about custom fields in tickets, > > seems nobody uses transaction custom fields? > > > > I'm using RT 4.4.0. > > > > -- > > Nilesh > > > > --------- > > RT 4.4 and RTIR Training Sessions https://bestpractical.com/trainin > > g > > * Los Angeles - September, 2016 > > From Brian.Dunbar at von.ca Tue Jul 5 14:16:50 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Tue, 5 Jul 2016 18:16:50 +0000 Subject: [rt-users] Fetchmail In-Reply-To: References: <1B0952CE40023A48AE928B0BBBC4AD40098C7488@VONDC336.vonnat1.von.ca> Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C7668@VONDC336.vonnat1.von.ca> I think the problem is RT-Mailgate is corrupt I tried running /opt/rt4/bin ./rt-mailgate ?help and it stops with :/opt/rt4/bin$ sudo vi rt-mailgate :/opt/rt4/bin$ ./rt-mailgate --help syntax error at ./rt-mailgate line 71, near "test:" syntax error at ./rt-mailgate line 74, near "comments:" BEGIN not safe after errors--compilation aborted at ./rt-mailgate line 79. The relevant lines from rt-mailgate 70 71 service.test: '|/opt/rt4/bin/rt-mailgate --queue service.test --action correspond 72 --url http://server/rt'; 73 74 servicetest.comments: '|/opt/rt4/bin/rt-mailgate --queue service.test --action comment 75 --url http://server/rt/'; 76 77 package RT::Client::MailGateway; 78 79 use LWP::UserAgent; From: trevorthorpe at gmail.com [mailto:trevorthorpe at gmail.com] On Behalf Of Trev Sent: Tuesday, July 5, 2016 11:33 AM To: Dunbar, Brian Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Fetchmail If your queue contains spaces in it, you may consider using single quotes: poll oa-internal.domain.com protocol imap username "rt-correspondance" password "my_password" mda "/opt/rt4/bin/rt-mailgate --queue 'IT General' --action correspond --url http://rt.domain.com/" no keep On Tue, Jul 5, 2016 at 11:22 AM, Dunbar, Brian > wrote: Hello RT_Users, I have exim4 working to send mails from RT and I am trying to use fetchmail to poll exchange and collect the messages. Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. I also get POP3 Protocol error 19 I look at the exchange account and I can see that fetchmail is reading the messages. I have also tried with imap and get error writing to mda broken pipe Here is the fetchmail config set daemon 30: set invisible set no bouncemail set syslog poll mail.server.ca protocol pop3 auth password username "xxxxxxx at server.ca" password "xxxxxxxx" mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url http://xxxxxxx/" no keep #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" Syslog reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log message incomplete) not flushed --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Tue Jul 5 14:37:00 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Tue, 5 Jul 2016 18:37:00 +0000 Subject: [rt-users] Fetchmail In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098C7488@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098C7488@VONDC336.vonnat1.von.ca> Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C7EC0@VONDC336.vonnat1.von.ca> Sorry about all the messages . They were being blocked by Barracuda so I whitelisted it and all my messages came. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dunbar, Brian Sent: Tuesday, July 5, 2016 11:22 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Fetchmail Hello RT_Users, I have exim4 working to send mails from RT and I am trying to use fetchmail to poll exchange and collect the messages. Fetchmail returns Fetchmail MDA returned nonzero status 2 in the syslog. I also get POP3 Protocol error 19 I look at the exchange account and I can see that fetchmail is reading the messages. I have also tried with imap and get error writing to mda broken pipe Here is the fetchmail config set daemon 30: set invisible set no bouncemail set syslog poll mail.server.ca protocol pop3 auth password username "xxxxxxx at server.ca" password "xxxxxxxx" mda "/opt/rt4/bin/rt-mailgate --queue xxxxxxx --action correspond --url http://xxxxxxx/" no keep #sslfingerprint "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx" Syslog reading message xxxxx at server.ca@mail.server.ca:9 of 10 (3310 octets) (log message incomplete) not flushed -------------- next part -------------- An HTML attachment was scrubbed... URL: From aniket.tripathy at gmail.com Wed Jul 6 07:00:32 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Wed, 6 Jul 2016 16:30:32 +0530 Subject: [rt-users] Managing custom roles at ticket and queue level Message-ID: Hi All, In our organizations, we are using RT 4.4 to host around 20 queues. 1. We have created a staff group for each of the queues, who will be responsible for looking into the tickets. Since this group has the same permissions across all queues, I am wondering if we can create a STAFF custom-role(*multi value*) and apply it to all queues and assign the permissions globally for this new Role. If yes, further I would like to automate applying this role whenever a queue is newly created. One more doubt, how can we make this role unavailable at the ticket level 2. Is there any way I can make a multi-value custom role visible at the ticket level but not at the queue level. (the way "Owner" role works, it is single valued role though)? Thanks in Advance!!! Aniket -------------- next part -------------- An HTML attachment was scrubbed... URL: From inaki.deeguia at csa.es Wed Jul 6 07:03:16 2016 From: inaki.deeguia at csa.es (=?utf-8?B?ScOxYWtpIGRlIEVndcOtYSBEw61leg==?=) Date: Wed, 6 Jul 2016 11:03:16 +0000 Subject: [rt-users] "Internal Server Error" loading a ticket with huge ip address list Message-ID: <1467803048.4392.13.camel@csa68> Hello, everyone. I'm using RT 4.2.10 and RTIR 3.2, and I'm having a problem while trying to load a ticket with a huge list of ip addresses on its history (all of them in the same comment). Headers and custom fields load within a reasonable time, but the ticket history takes the whole Apache time limit to load (~5 min). After that time, only part of the ticket history is loaded and after the "loaded part" it appears: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator at root at localhost to inform them of the time this error occurred, and the actions you performed just before this error. More information about this error may be available in the server error log. In the log files this is what appears: [Wed Jul 06 12:40:19.439400 2016] [fcgid:warn] [pid 24208] [client 10.150.51.248:13122] mod_fcgid: error reading data, FastCGI server closed connection [Wed Jul 06 12:40:19.462627 2016] [fcgid:warn] [pid 24208] (32)Broken pipe: [client 10.150.51.248:13122] mod_fcgid: ap_pass_brigade failed in handle_request_ipc function My fcgif.conf file is: # This is the Apache server configuration file for providing FastCGI support # through mod_fcgid # # Documentation is available at # http://httpd.apache.org/mod_fcgid/mod/mod_fcgid.html # Use FastCGI to process .fcg .fcgi & .fpl scripts AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file FcgidIPCDir /run/mod_fcgid FcgidProcessTableFile /run/mod_fcgid/fcgid_shm # Allow attachment size: 25MB FcgidMaxRequestLen 26214400 # Increase timeout FcgidIOTimeout 300 In Google I have found some answers about using FcgidMaxRequestsPerProcess parameter, but I tried it with no result. I don't know if it's due to the amount of ip addresses and fails to create their links ('lookup IP' and 'Add IP'). Has anybody faced this problem and could help me or point me in the right direction? Thanks a lot. Best regards. En cumplimiento de la Ley Org?nica 15/1999, de 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, los datos personales reflejados en este documento se incluir?n en una base de datos informatizada de titularidad de Centro Regional de Servicios Avanzados, S.A. Dicha base de datos se encuentra inscrita en el Registro General de Protecci?n de Datos conforme a lo dispuesto en la legislaci?n vigente y cumpliendo todas las medidas de seguridad del Real Decreto 994/1999, de 11 de junio, de medidas de seguridad de los ficheros automatizados que contengan datos de car?cter personal. Asimismo, el cliente dispone en todo momento de los derechos de informaci?n, acceso, rectificaci?n, cancelaci?n y oposici?n, que podr? ejercitar por escrito mediante carta dirigida al Responsable de Seguridad, en la siguiente direcci?n: C/ L?pez Bravo, 1. 09001 Burgos (Espa?a). -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Wed Jul 6 08:26:11 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 6 Jul 2016 08:26:11 -0400 Subject: [rt-users] Custom fields in transaction In-Reply-To: <1467426543.18339.1.camel@nileshgr.com> References: <1467344483.26312.7.camel@nileshgr.com> <22b34dab-c8eb-01c7-1bd4-94a01f5d7400@bestpractical.com> <1467426543.18339.1.camel@nileshgr.com> Message-ID: Each scrip has a stage that is set as part of the configuration through the web UI. You should be able to find it on the Applies to tab when configuring the scrip. By default, it will be set to Normal. To get the scrip to run at the end in batch mode, you need to set that to Batch and save the scrip. On 7/1/16 10:29 PM, Nilesh wrote: > Can you provide some example? > On the wiki I saw some scrip which was testing the return value of > TransactionBatch method, but now after doing that I don't see the log. > > In custom action commit code: > > my $batch = $self->TicketObj->TransactionBatch; > if($batch) { > RT::Logger->info("transaction batch"); > RT::Logger->info("Field Value: " . $self->TransactionObj- >> FirstCustomFieldValue('Product')); > } > > -- > Nilesh > > On 01-Jul-2016 10:52 pm, "Jim Brandt" > wrote: > > On 6/30/16 11:41 PM, Nilesh wrote: >> Hi, >> >> I'm trying to assign the ticket to a queue based on a transaction >> custom field, but I am unable to fetch the custom field in my scrip. >> >> Scrip details: >> Condition: On correspond >> Action: User defined >> Template: Blank >> >> Custom condition: >> 1; >> >> Custom action preparation code: >> 1; >> >> Custom action commit code: >> my $queueName = $self->TicketObj->QueueObj->Name; >> RT::Logger->info("Queue name: $queueName"); >> >> my $trans = $self->TransactionObj; >> RT::Logger->info($trans->FirstCustomFieldValue("Product")); >> >> ------------------ >> >> The method FirstCustomFieldValue returns empty even though the value >> is >> set in form submission. >> >> All the stuff I found on Google are about custom fields in tickets, >> seems nobody uses transaction custom fields? >> >> I'm using RT 4.4.0. >> >> > > If you are submitting the value for Product in the same update, the On > Correspond transaction may run before the value is committed, so it's > not there yet. Try moving the scrip to Batch stage rather than Normal. > Batch runs at the end, so the value should be set. > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > From trevor at onepost.net Tue Jul 5 08:23:03 2016 From: trevor at onepost.net (Trev) Date: Tue, 5 Jul 2016 08:23:03 -0400 Subject: [rt-users] Issues with RTExternalAuth In-Reply-To: References: <20160630123026.z75pyli74a5lorei@pcjas.obspm.fr> Message-ID: Plugin( "RT::Extension::LDAPImport" ); # Uncomment for debug #Set($LogToSyslog, 'debug'); Set( $DatabaseRequireSSL, '' ); Set( $DatabaseType, 'mysql' ); Set( $WebDomain, 'rt.domain_name.com' ); Set( $WebPort, '80' ); Set( $rtname, 'DOMAIN_NAME' ); # or whatever you plan to name the site ## Email Set( $CommentAddress, 'rt-comments at domain_name.com' ); Set( $CorrespondAddress, 'rt-correspondance at domain_name.com' ); ## DB config Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'password' ); Set( $DatabasePort, '' ); Set( $DatabaseUser, 'db_user_name' ); Set( $Organization, '' ); Set( $OwnerEmail, 'email_address at domain_name.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); # My server is running on port 443, leaving the port 80 lines as reference #Set(@ReferrerWhitelist, qw(rt:80 rt.domain_name.com:80)); Set(@ReferrerWhitelist, qw(rt.domain_name.com:443)); ## LDAP Configurations # LDAP Authentication Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::LDAPImport)); ## LDAP USER IMPORT Set($LDAPCreatePrivileged, 1); Set($LDAPUpdateUsers, 1); Set($LDAPHost,'domain_name.com'); Set($LDAPUser,'domain_name\ldapreader'); Set($LDAPPassword,'your_ldapreader_password_here'); #my base OU for users, yours will probably differ Set($LDAPBase,'ou=users,ou=services,dc=domain_name,dc=com'); Set($LDAPFilter, '(&(objectClass=person))'); Set($LDAPMapping, { Name => 'sAMAccountName', EmailAddress => 'mail', Organization => 'department', RealName => 'cn', NickName => 'givenName', ExternalAuthId => 'sAMAccountName', Gecos => 'sAMAccountName', WorkPhone => 'telephoneNumber', MobilePhone => 'mobile', Address1 => 'streetAddress', City => 'l', State => 'st', Zip => 'postalCode', Country => 'co' }); ## LDAP GROUP IMPORT AND MAPPINGS Set($LDAPGroupMapping, {Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'dn'}); #OU/basedn location of groups Set($LDAPGroupBase, 'ou=groups,dc=domain_name,dc=com'); # LDAP GROUP FILTERING, Below are 2 examples #Set($LDAPGroupFilter, 'cn=Information Technology'); # 2 group import example Set($LDAPGroupFilter, '(|(cn=Information Technology)(cn=Facilities))'); ## LDAP Authentication Set($ExternalAuthPriority, [ 'My_LDAP', ] ); Set($ExternalInfoPriority, [ 'My_LDAP', ] ); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldap://domain_name.com', 'user' => 'domain_name\ldapreader', 'pass' => 'ldapreader_password', 'base' => 'ou=users,ou=services,dc=domain_name,dc=com', 'filter' => '(objectClass=person)', 'tls' => 0, 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'department', 'RealName' => 'cn', 'NickName' => 'givenName', 'ExternalAuthId'=> 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, } ); 1; 1; On Tue, Jul 5, 2016 at 2:11 AM, Davis Johny wrote: > try Enable the ExternalAuth adding below > > > > Set($ExternalAuth, 1); > > > Regards, > > Davis > ------------------------------ > *From:* rt-users on behalf of > Albert Shih > *Sent:* Thursday, June 30, 2016 6:00:26 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Issues with RTExternalAuth > > Hi every one. > > I try to run a RT 4.4.0. > > The > > RT::Authen::ExternalAuth > > don't seem to work correctly. > > I already check on this mailing list, and try the patch I seem. Nothing > seem to work correctly. > > Here my RT_SiteConfig.pm > > Set($WebExternalAuth, 1 ); > Set($ExternalAuthPriority, ['PLM']); > Set($ExternalInfoPriority, ['PLM']); > Set($ExternalServiceUsesSSLorTLS, '0'); > Set($AutoCreateNonExternalUsers, '1'); > Set($ExternalSettings, { 'PLM' => { 'type' => 'ldap', > 'server' => '*****', > 'user' => 'uid=nss,o=*****', > 'pass' => '*****', > 'base' => '*****', > 'filter' => '(objectClass=person)', > 'd_filter' => '', > 'tls' => '0', > 'ssl_version' => '3', > 'net_ldap_args' => [ 'version => 3', ], > 'attr_match_list' => [ 'Name', 'EmailAddress', ], > 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', > 'Organization' => 'ou', 'RealName' => 'displayName', 'WorkPhone' => > 'telephoneNumber', 'City' => 'l', }, > }}); > > in that case I can authenticate in local without problem. But not against > my LDAP server. > > If I add a > > Set($ExternalAuth, 1 ); > > I can't authenticate at all (either local or LDAP) and I get something > like : > > > Jun 30 14:22:37 rt RT: [5913] Expected 'PeerHost' at > /usr/local/lib/perl5/site_perl/Net/LDAP.pm line 164. Stack: > [/usr/local/lib/perl5/site_perl/Carp.pm:167] > [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:485] > [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:386] > [/usr/local/lib/perl5/5.20/mach/IO/Socket.pm:49] > [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:353] > [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:164] > [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:122] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:646] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:510] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:581] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:328] > [/usr/local/share/rt44/html/Elements/DoAuth:57] > [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:308] > [/usr/local/share/rt44/html/autohandler:53] > > I running a RT 4.4.0 under FreeBSD. > > Any idea ? > > Regards > > JAS > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > France > T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > jeu 30 jui 2016 14:24:34 CEST > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > FCM Travel Solutions is one of the largest corporate travel management > companies in the world. We are represented in over 90 countries with staff > strength of over 6,500. Our work has been officially recognized at the > esteemed World Travel Awards, earning us the title of World's Leading > Travel Management Company for five consecutive years in 2011, 2012, 2013, > 2014 & 2015. Visit us at www.in.fcm.travel > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Wed Jul 6 09:01:04 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Wed, 6 Jul 2016 13:01:04 +0000 Subject: [rt-users] reinstall Request Tracker Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C86B2@VONDC336.vonnat1.von.ca> I get errors in my RT-Mailgate and I don't see a way to fix it. I copied the contents of RT_SiteConfig.pm and 000-default.conf from apache to a text file. Would it make sense to apt-get purge request-tracker then reinstall so I have a clean installation? The server is not in production yet. Thanks for any input. Regards Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.bako at nyu.edu Wed Jul 6 11:53:10 2016 From: john.bako at nyu.edu (John Bako) Date: Wed, 6 Jul 2016 11:53:10 -0400 Subject: [rt-users] reinstall Request Tracker In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098C86B2@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098C86B2@VONDC336.vonnat1.von.ca> Message-ID: In addition to reinstalling the code, you'll need to wipe and reinitialize the database. See step 6a in https://docs.bestpractical.com/rt/4.4.1/README.html. -- John Bako Manager, Scientific Computing Department of Biology & Center for Genomics and Systems Biology New York University 212-998-8207 (office) On Wed, Jul 6, 2016 at 9:01 AM, Dunbar, Brian wrote: > I get errors in my RT-Mailgate and I don?t see a way to fix it. I copied > the contents of RT_SiteConfig.pm and 000-default.conf from apache to a text > file. > > > > Would it make sense to apt-get purge request-tracker then reinstall so I > have a clean installation? > > > > The server is not in production yet. > > Thanks for any input. > > > > Regards > > Brian > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.bako at nyu.edu Wed Jul 6 12:31:23 2016 From: john.bako at nyu.edu (John Bako) Date: Wed, 6 Jul 2016 12:31:23 -0400 Subject: [rt-users] Issues with RTExternalAuth In-Reply-To: <20160630123026.z75pyli74a5lorei@pcjas.obspm.fr> References: <20160630123026.z75pyli74a5lorei@pcjas.obspm.fr> Message-ID: >From the stack trace is looks like you may not be connecting to your ldap server. Use use ldapsearch to confirm that you're connecting. Here's a sample of a ldapsearch to my active directory domain. $ ldapsearch -LLL -ZZ -y password.txt -D CN=mybindaccount,OU=SERVICE,OU=ACCTS,DC=AD,DC=NYU,DC=EDU -h ad.nyu.edu -b OU=ACCTS,DC=AD,DC=NYU,DC=EDU '(&(distinguishedName=OU=BIOG,OU=FAS,OU=WSQ,OU=USERS,OU=ACCTS,DC=ad,DC=nyu,DC=edu))' For Red Hat 'yum install openldap-clients' will install ldapsearch. I don't know what the equivalent is for OpenBSD. -- John Bako Manager, Scientific Computing Department of Biology & Center for Genomics and Systems Biology New York University 212-998-8207 (office) On Thu, Jun 30, 2016 at 8:30 AM, Albert Shih wrote: > Hi every one. > > I try to run a RT 4.4.0. > > The > > RT::Authen::ExternalAuth > > don't seem to work correctly. > > I already check on this mailing list, and try the patch I seem. Nothing > seem to work correctly. > > Here my RT_SiteConfig.pm > > Set($WebExternalAuth, 1 ); > Set($ExternalAuthPriority, ['PLM']); > Set($ExternalInfoPriority, ['PLM']); > Set($ExternalServiceUsesSSLorTLS, '0'); > Set($AutoCreateNonExternalUsers, '1'); > Set($ExternalSettings, { 'PLM' => { 'type' => 'ldap', > 'server' => '*****', > 'user' => 'uid=nss,o=*****', > 'pass' => '*****', > 'base' => '*****', > 'filter' => '(objectClass=person)', > 'd_filter' => '', > 'tls' => '0', > 'ssl_version' => '3', > 'net_ldap_args' => [ 'version => 3', ], > 'attr_match_list' => [ 'Name', 'EmailAddress', ], > 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', > 'Organization' => 'ou', 'RealName' => 'displayName', 'WorkPhone' => > 'telephoneNumber', 'City' => 'l', }, > }}); > > in that case I can authenticate in local without problem. But not against > my LDAP server. > > If I add a > > Set($ExternalAuth, 1 ); > > I can't authenticate at all (either local or LDAP) and I get something > like : > > > Jun 30 14:22:37 rt RT: [5913] Expected 'PeerHost' at > /usr/local/lib/perl5/site_perl/Net/LDAP.pm line 164. Stack: > [/usr/local/lib/perl5/site_perl/Carp.pm:167] > [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:485] > [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:386] > [/usr/local/lib/perl5/5.20/mach/IO/Socket.pm:49] > [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:353] > [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:164] > [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:122] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:646] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:510] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:581] > [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:328] > [/usr/local/share/rt44/html/Elements/DoAuth:57] > [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:308] > [/usr/local/share/rt44/html/autohandler:53] > > I running a RT 4.4.0 under FreeBSD. > > Any idea ? > > Regards > > JAS > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > France > T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > jeu 30 jui 2016 14:24:34 CEST > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From it_stuff at telenet.be Thu Jul 7 08:44:29 2016 From: it_stuff at telenet.be (it_stuff at telenet.be) Date: Thu, 7 Jul 2016 14:44:29 +0200 (CEST) Subject: [rt-users] help In-Reply-To: References: Message-ID: <1319457783.8431455.1467895469876.JavaMail.root@telenet.be> this would be something awsome! ----- Original Message ----- From: "Nagraj Arya" To: rt-users at lists.bestpractical.com Sent: Tuesday, July 5, 2016 6:55:39 PM Subject: Re: [rt-users] help Can Anyone Help? From: rt-devel [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Nagraj Arya Sent: Thursday, June 30, 2016 8:01 AM To: rt-devel at lists.bestpractical.com; rt-users at lists.bestpractical.com Subject: [rt-devel] help Hi, I am new to RT so your help is really appreciated. We are trying to see if we can create a dashboard and add a field which shows all the attachments for that ticket in the dashboard itself Instead of going to the ticket details and seeing the attachments. Is it possible, can you please guide me to achieve it.. //BR Nagraj Arya --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 14331 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 9303 bytes Desc: image002.png URL: From it_stuff at telenet.be Thu Jul 7 08:47:02 2016 From: it_stuff at telenet.be (it_stuff at telenet.be) Date: Thu, 7 Jul 2016 14:47:02 +0200 (CEST) Subject: [rt-users] disable active url/links in RT history In-Reply-To: References: Message-ID: <1347353457.8438959.1467895622674.JavaMail.root@telenet.be> Hi all, I have a question about url/links (active) in rtir history/comments. They are active by default.... Is there some way to disable them by default? Or should I writesome rewriting script... :s thnks Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at nileshgr.com Thu Jul 7 08:56:33 2016 From: me at nileshgr.com (Nilesh) Date: Thu, 7 Jul 2016 18:26:33 +0530 Subject: [rt-users] Custom fields in transaction In-Reply-To: References: <1467344483.26312.7.camel@nileshgr.com> <22b34dab-c8eb-01c7-1bd4-94a01f5d7400@bestpractical.com> <1467426543.18339.1.camel@nileshgr.com> Message-ID: For some reason I didn't see that option first when I wrote this message or it seemed to be absent. The problem is solved now, scrapped the idea of classifying by custom field and instead using regex to search inside subject & content. On Wed, Jul 6, 2016 at 5:56 PM, Jim Brandt wrote: > Each scrip has a stage that is set as part of the configuration through > the web UI. You should be able to find it on the Applies to tab when > configuring the scrip. By default, it will be set to Normal. To get the > scrip to run at the end in batch mode, you need to set that to Batch and > save the scrip. > > > On 7/1/16 10:29 PM, Nilesh wrote: > >> Can you provide some example? >> On the wiki I saw some scrip which was testing the return value of >> TransactionBatch method, but now after doing that I don't see the log. >> >> In custom action commit code: >> >> my $batch = $self->TicketObj->TransactionBatch; >> if($batch) { >> RT::Logger->info("transaction batch"); >> RT::Logger->info("Field Value: " . $self->TransactionObj- >> >>> FirstCustomFieldValue('Product')); >>> >> } >> >> -- >> Nilesh >> >> On 01-Jul-2016 10:52 pm, "Jim Brandt" >> wrote: >> >> On 6/30/16 11:41 PM, Nilesh wrote: >> >>> Hi, >>> >>> I'm trying to assign the ticket to a queue based on a transaction >>> custom field, but I am unable to fetch the custom field in my scrip. >>> >>> Scrip details: >>> Condition: On correspond >>> Action: User defined >>> Template: Blank >>> >>> Custom condition: >>> 1; >>> >>> Custom action preparation code: >>> 1; >>> >>> Custom action commit code: >>> my $queueName = $self->TicketObj->QueueObj->Name; >>> RT::Logger->info("Queue name: $queueName"); >>> >>> my $trans = $self->TransactionObj; >>> RT::Logger->info($trans->FirstCustomFieldValue("Product")); >>> >>> ------------------ >>> >>> The method FirstCustomFieldValue returns empty even though the value >>> is >>> set in form submission. >>> >>> All the stuff I found on Google are about custom fields in tickets, >>> seems nobody uses transaction custom fields? >>> >>> I'm using RT 4.4.0. >>> >>> >>> >> If you are submitting the value for Product in the same update, the On >> Correspond transaction may run before the value is committed, so it's >> not there yet. Try moving the scrip to Batch stage rather than Normal. >> Batch runs at the end, so the value should be set. >> >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From it_stuff at telenet.be Thu Jul 7 09:01:55 2016 From: it_stuff at telenet.be (it_stuff at telenet.be) Date: Thu, 7 Jul 2016 15:01:55 +0200 (CEST) Subject: [rt-users] atachment hash In-Reply-To: References: <1467344483.26312.7.camel@nileshgr.com> <22b34dab-c8eb-01c7-1bd4-94a01f5d7400@bestpractical.com> <1467426543.18339.1.camel@nileshgr.com> Message-ID: <1361173724.8480218.1467896515778.JavaMail.root@telenet.be> Hi all, Using RT4.4 Is there some kind of way to automatically calculate the has of an attachment in RT and putting this in a custom field? I cannot see a way to acomplish this automatically in RT itself... The only way Ican think of is using the RT external storage option and calculating the hash on the other system, but can't see how to get the hash back into RT) Any ideas...? Kind regards T -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Thu Jul 7 14:08:37 2016 From: ggreene at minervanetworks.com (Gary Greene) Date: Thu, 7 Jul 2016 18:08:37 +0000 Subject: [rt-users] help In-Reply-To: <1319457783.8431455.1467895469876.JavaMail.root@telenet.be> References: <1319457783.8431455.1467895469876.JavaMail.root@telenet.be> Message-ID: <0D118ED3-82EB-4E6D-B276-6C8D9C64AD4B@minervanetworks.com> The system is all in Perl, so this should be do-able by modifying the code in the various templates in $PREFIX/html. I would also strongly recommend that if you do changes, a) first do them on a test box to validate that it works as expected, b) don?t modify the files directly, but rather copy them to your overrides directory (in my case $PREFIX/local/html) to ensure that upgrades in the future are smoother. If you or your staff aren?t comfortable in Perl, you can always reach out to Best Practical to make the changes for your site, which would likely have a higher chance of making it into the next release, ensuring that this feature stays in RT in versions to come. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: +1 (650) 704-6633 > On Jul 7, 2016, at 5:44 AM, it_stuff at telenet.be wrote: > > this would be something awsome! > > From: "Nagraj Arya" > To: rt-users at lists.bestpractical.com > Sent: Tuesday, July 5, 2016 6:55:39 PM > Subject: Re: [rt-users] help > > Can Anyone Help? > > > From: rt-devel [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Nagraj Arya > Sent: Thursday, June 30, 2016 8:01 AM > To: rt-devel at lists.bestpractical.com; rt-users at lists.bestpractical.com > Subject: [rt-devel] help > > Hi, > I am new to RT so your help is really appreciated. > We are trying to see if we can create a dashboard and add a field which shows all the attachments for that ticket in the dashboard itself > > Instead of going to the ticket details and seeing the attachments. > > > > > Is it possible, can you please guide me to achieve it.. > > //BR > Nagraj Arya > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 842 bytes Desc: Message signed with OpenPGP using GPGMail URL: From nagraj.arya at ericsson.com Thu Jul 7 15:17:10 2016 From: nagraj.arya at ericsson.com (Nagraj Arya) Date: Thu, 7 Jul 2016 19:17:10 +0000 Subject: [rt-users] help In-Reply-To: <0D118ED3-82EB-4E6D-B276-6C8D9C64AD4B@minervanetworks.com> References: <1319457783.8431455.1467895469876.JavaMail.root@telenet.be> <0D118ED3-82EB-4E6D-B276-6C8D9C64AD4B@minervanetworks.com> Message-ID: Hi Gary, Thanks a lot for your reply. This servers might not be accessible from outside. Is there any way you can give me some sample code so I can have some idea on how to do it?? //BR Nagraj Arya From: Gary Greene [mailto:ggreene at minervanetworks.com] Sent: Thursday, July 07, 2016 1:09 PM To: it_stuff at telenet.be Cc: Nagraj Arya; rt-users at lists.bestpractical.com Subject: Re: [rt-users] help The system is all in Perl, so this should be do-able by modifying the code in the various templates in $PREFIX/html. I would also strongly recommend that if you do changes, a) first do them on a test box to validate that it works as expected, b) don?t modify the files directly, but rather copy them to your overrides directory (in my case $PREFIX/local/html) to ensure that upgrades in the future are smoother. If you or your staff aren?t comfortable in Perl, you can always reach out to Best Practical to make the changes for your site, which would likely have a higher chance of making it into the next release, ensuring that this feature stays in RT in versions to come. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: +1 (650) 704-6633 On Jul 7, 2016, at 5:44 AM, it_stuff at telenet.be wrote: this would be something awsome! ________________________________ From: "Nagraj Arya" > To: rt-users at lists.bestpractical.com Sent: Tuesday, July 5, 2016 6:55:39 PM Subject: Re: [rt-users] help Can Anyone Help? From: rt-devel [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Nagraj Arya Sent: Thursday, June 30, 2016 8:01 AM To: rt-devel at lists.bestpractical.com; rt-users at lists.bestpractical.com Subject: [rt-devel] help Hi, I am new to RT so your help is really appreciated. We are trying to see if we can create a dashboard and add a field which shows all the attachments for that ticket in the dashboard itself Instead of going to the ticket details and seeing the attachments. Is it possible, can you please guide me to achieve it.. //BR Nagraj Arya --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From radek.svoboda at upp.cz Fri Jul 8 06:10:32 2016 From: radek.svoboda at upp.cz (Radek Svoboda) Date: Fri, 8 Jul 2016 12:10:32 +0200 Subject: [rt-users] Operation Order in Ticket update (resolve) Message-ID: <4a805326-e7c9-05cc-84af-e4babee5cd38@upp.cz> Hi, I have unowned ticket. On update page https://rt.site.com/Ticket/Update.html.... I write comment, status change to resolved and select resolver from list --- at this moment is order - correspond,resolve and finally take ticket - this generates emailing to other ccs (in unowned ticket) Better should be take-correspond-resolve Is possible set up order of operation on ticket update via web interface ? Thanks Radek From tom.robinson at motec.com.au Sun Jul 10 19:53:15 2016 From: tom.robinson at motec.com.au (Tom Robinson) Date: Mon, 11 Jul 2016 09:53:15 +1000 Subject: [rt-users] Assign/limit ticket ownership to queue users Message-ID: <5782DFEB.3020803@motec.com.au> Hi, I'm trying to assign/limit ticket ownership to groups of users for specific queues. What I'd like to see in the ownership drop-down menu is just the users that have been granted access to the queue. What I see now is all privileged users in the drop down. How can I limit this? Also, is it possible to assign ownership to non-privileged users? Kind regards, Tom -- Tom Robinson IT Manager/System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: OpenPGP digital signature URL: From Brian.Dunbar at von.ca Mon Jul 11 08:45:57 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Mon, 11 Jul 2016 12:45:57 +0000 Subject: [rt-users] odd browser behaviour Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098CC43B@VONDC336.vonnat1.von.ca> I have been using Chrome to access RT. I upgraded my RT to 4.4 and now I cannot login with Chrome. I can access it through Firefox and IE. If I look at syslog I see Jul 11 08:17:42 server RT: [39157] Marking original destination as having side-effects before redirecting for login.#012Request: /rt//REST/1.0/NoAuth/mail-gateway#012Reason: your browser did not supply a Referrer header -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Mon Jul 11 09:05:36 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 11 Jul 2016 09:05:36 -0400 Subject: [rt-users] Assign/limit ticket ownership to queue users In-Reply-To: <5782DFEB.3020803@motec.com.au> References: <5782DFEB.3020803@motec.com.au> Message-ID: <44ee8fb8-71b0-26af-4daf-daf4a1a184d5@bestpractical.com> On 7/10/16 7:53 PM, Tom Robinson wrote: > Hi, > > I'm trying to assign/limit ticket ownership to groups of users for specific queues. > > What I'd like to see in the ownership drop-down menu is just the users that have been granted access > to the queue. What I see now is all privileged users in the drop down. How can I limit this? > > Also, is it possible to assign ownership to non-privileged users? Ownership is controlled by the "Own tickets" right (OwnTicket), so to remove extra users you'll need to track down how they are getting that right and remove it. Likely it's assigned to the Privileged role right now based on your description. And you can assign that same right to non-privileged users, but it's a little odd since they won't be able to see the full ticket via the web UI. If you're going down the road of allowing non-privileged users to own tickets, it might be better to create a group, make them privileged, and give them very limited access. > > Kind regards, > Tom > > > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > From sally.ainsley at lifecycle-software.com Mon Jul 11 10:13:08 2016 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Mon, 11 Jul 2016 15:13:08 +0100 Subject: [rt-users] Problem with Security of Email Addresses - how to hide auto-complete email addresses from Users Message-ID: <07a401d1db7e$59efe030$0dcfa090$@lifecycle-software.com> Hi All When a User at one of our clients logs into RT they can only see and create tickets in their own client queue. However when they are Corresponding about a ticket, when they start to type the name of a recipient they can see a list of the email addresses for all users with a similar name. For example: If the User types "john.f" into the One Time CC box, RT "helpfully" gives them a list of all User email addresses starting "john.f" Whilst this feature is really helpful for our internal teams at it enable us to quickly send Correspondence and/or Comments to Users we DO NOT and SHOULD NOT allow one customers to see the email addresses of all of our Users/Customers. I assume we must be missing really easy setting somewhere which prevents this - however I have not been able to find any reference to it so far. If someone could help that would be great as our Data Protection/Security people are rather upset. Thanks Sally Ainsley -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.smith at ldex.co.uk Mon Jul 11 11:51:03 2016 From: a.smith at ldex.co.uk (Andy Smith) Date: Mon, 11 Jul 2016 17:51:03 +0200 Subject: [rt-users] Web GUI allow resolve stalled tickets Message-ID: <9798b43f3fee741d3a697ac572c227f3@ldexgroup.co.uk> Hi, I've been working on a solution whereby a ticket is marked stalled if the last update is from a non-internal email address. By this I can work out if a ticket has been awaiting customer action, and if it has and has not been updated in X days I can auto close that ticket via rt-crontool by searching for stalled tickets etc. It seems to work quite nicely but I've just noticed that in the web GUI you cannot directly resolve stalled tickets which is annoying as it makes resolving tickets a 2 step process for our support team. Can I customise the web GUI to show "resolve" on the actions menu for stalled tickets easily? Or if anyone has any other take on my original problem and solution all suggestions welcomed :) thanks in advance, Andy. PS We're running RT 4.2.12 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Mon Jul 11 13:22:47 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Mon, 11 Jul 2016 17:22:47 +0000 Subject: [rt-users] odd browser behaviour In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098CC43B@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098CC43B@VONDC336.vonnat1.von.ca> Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098CC9D5@VONDC336.vonnat1.von.ca> I fixed the Chrome issue by clearing all history. I finally fixed my email with Fetchmail. The fetchmailrc path should not end in / I found this out by reading the var/log/messages My last issue is on the gui side of RT when the page loads the Home button shows The Page you requested could not be found. I think this is an error in my siteconfig. Hopefully I can fix today. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dunbar, Brian Sent: Monday, July 11, 2016 8:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] odd browser behaviour I have been using Chrome to access RT. I upgraded my RT to 4.4 and now I cannot login with Chrome. I can access it through Firefox and IE. If I look at syslog I see Jul 11 08:17:42 server RT: [39157] Marking original destination as having side-effects before redirecting for login.#012Request: /rt//REST/1.0/NoAuth/mail-gateway#012Reason: your browser did not supply a Referrer header -------------- next part -------------- An HTML attachment was scrubbed... URL: From FVeloso at entel.cl Mon Jul 11 13:47:04 2016 From: FVeloso at entel.cl (Veloso Fuentes Fernando Alberto) Date: Mon, 11 Jul 2016 17:47:04 +0000 Subject: [rt-users] change default https to http Message-ID: <7b05bc68ab30454a90270cefa41a4f92@ECCDLVMB02.Entel.Entelcorp.com> Dear, I am new to RT. I installed version 4.2.12 and I need to change the default https to http on port 80. Would appreciate your help. Thank you. Saludos. Fernando Alberto Veloso Fuentes _Ingeniero de Plataformas Tecnolog?a y Operaciones - Entel Amun?tegui 20 piso 14 - Chile Tel. (56 2) 23603144 fveloso at entel.cl ________________________________ Este correo es dirigido solo a las personas que aparecen como destinatarios y puede contener informaci?n confidencial o privilegiada. Si usted recibi? este correo por error, por favor notificar inmediatamente al emisor y elimine el correo original. Cualquier otro uso de este correo esta prohibido. ********************************************************************************************* This message is for the designated recipient only and may contain privileged or confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email is prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom.robinson at motec.com.au Mon Jul 11 19:00:05 2016 From: tom.robinson at motec.com.au (Tom Robinson) Date: Tue, 12 Jul 2016 09:00:05 +1000 Subject: [rt-users] Assign/limit ticket ownership to queue users In-Reply-To: <44ee8fb8-71b0-26af-4daf-daf4a1a184d5@bestpractical.com> References: <5782DFEB.3020803@motec.com.au> <44ee8fb8-71b0-26af-4daf-daf4a1a184d5@bestpractical.com> Message-ID: <578424F5.1020607@motec.com.au> Hi Jim, Thanks for you response. On 11/07/16 23:05, Jim Brandt wrote: > > On 7/10/16 7:53 PM, Tom Robinson wrote: >> I'm trying to assign/limit ticket ownership to groups of users for specific queues. >> >> What I'd like to see in the ownership drop-down menu is just the users that have been granted access >> to the queue. What I see now is all privileged users in the drop down. How can I limit this? >> >> Also, is it possible to assign ownership to non-privileged users? > > Ownership is controlled by the "Own tickets" right (OwnTicket), so to remove extra users you'll need > to track down how they are getting that right and remove it. Likely it's assigned to the Privileged > role right now based on your description. > > And you can assign that same right to non-privileged users, but it's a little odd since they won't > be able to see the full ticket via the web UI. Yes I see that. After working out the permissions structure (see below), we did dabble with the idea of assigning ownership at an administrative level. They can see who owns a ticket in the SelfService login, but other than that, functionality is around ownership is pretty limited. > If you're going down the road of allowing > non-privileged users to own tickets, it might be better to create a group, make them privileged, and > give them very limited access. So I have managed to get something working yesterday that I think is right. Previously I had granted Privileged User rights under Global Group Rights for SYSTEM->Privileged. I've now added specific groups for Staff and External users and added them under Global Group Rights to managed specifically privileged permissions on a group-by-group basis (deselecting all SYSTEM->Privilege Rights and reassigning them under specific groups). The internal Staff group has most rights granted; External group has more limited access defined. Is this the right way to do it? The External users are now privileged and can be assigned ownership of tickets. There are still a couple of things, howerver, I'd like to button down. When the External privileged user logs-into the web portal they still have a lot of control over the interface. I'd like to limit that as much as possible. For example: * 'RT at a glance' is still completely customisable. I'd like that interface to be immutable for the external users. Is that possible? * The 'Home' Menu has a custom dashboard we have created but also 'Update This Menu', 'All Dashboards' and 'New Dashboard'. How can I remove the latter three menu items? * Is it possible to remove the 'Search' and 'Tools' menus? * Under the 'Logged in as ...->Settings' menu, is it possible to choose which items are shown there? BTW, we are running RT 4.2.0 - we do need to upgrade. Should we move to 4.2.12 or 4.4.0? Kind regards, Tom -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: OpenPGP digital signature URL: From me at nileshgr.com Mon Jul 11 23:28:07 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 12 Jul 2016 08:58:07 +0530 Subject: [rt-users] Searching ticket subjects Message-ID: Hello, I have installed RT and to quite an extent been able to understand and tune it to my needs. But I have a problem: many times multiple people are involved in a ticket and they come as CC in the mail. I have installed one extension which extracts CC/AdminCC from the mail and adds them to the ticket, but that doesn't yet solve my problem which is: New ticket gets created if it is not a reply to the automatic reply that is sent by RT because their replies does not contain the queue subject tag. What I'm thinking of doing is, doing a fuzzy search based on the requestors / cc when a new mail arrives and put the message as a correspondence in the existing ticket if subject does not contain the subject tag. I think this will be very inefficient but at least it will solve the problem of duplicate tickets that I'm facing a lot right now. How should I go about doing this? I couldn't find the API for REST mailgateway which I I see is getting called from the rt-mailgate script. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwitts at queenmargarets.com Tue Jul 12 03:58:54 2016 From: jwitts at queenmargarets.com (Jon Witts) Date: Tue, 12 Jul 2016 08:58:54 +0100 Subject: [rt-users] Web GUI allow resolve stalled tickets In-Reply-To: <9798b43f3fee741d3a697ac572c227f3@ldexgroup.co.uk> References: <9798b43f3fee741d3a697ac572c227f3@ldexgroup.co.uk> Message-ID: Hi Andy, I think you will need to define a custom Lifecycle in your RT Config file. Have a read of this doc page: https://docs.bestpractical.com/rt/4.2.13/customizing/lifecycles.html#Actions Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Website: www.queenmargarets.com On 11 July 2016 at 16:51, Andy Smith wrote: > Hi, > > I've been working on a solution whereby a ticket is marked stalled if > the last update is from a non-internal email address. By this I can work > out if a ticket has been awaiting customer action, and if it has and has > not been updated in X days I can auto close that ticket via rt-crontool by > searching for stalled tickets etc. It seems to work quite nicely but I've > just noticed that in the web GUI you cannot directly resolve stalled > tickets which is annoying as it makes resolving tickets a 2 step process > for our support team. Can I customise the web GUI to show "resolve" on the > actions menu for stalled tickets easily? > > > > Or if anyone has any other take on my original problem and solution all > suggestions welcomed :) > > > > thanks in advance, Andy. > > > > PS We're running RT 4.2.12 > > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.smith at ldex.co.uk Tue Jul 12 06:17:12 2016 From: a.smith at ldex.co.uk (Andy Smith) Date: Tue, 12 Jul 2016 12:17:12 +0200 Subject: [rt-users] Web GUI allow resolve stalled tickets In-Reply-To: <9798b43f3fee741d3a697ac572c227f3@ldexgroup.co.uk> References: <9798b43f3fee741d3a697ac572c227f3@ldexgroup.co.uk> Message-ID: Hi Jon, great! thanks for the tip! By adding the Lifecyle config to RT_SiteConfig and adding a line: # loc{label} 'stalled -> resolved' => { label => 'Resolve', update => 'Comment' }, I've got the menu item I wanted :) many thanks, Andy. -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at nileshgr.com Tue Jul 12 09:24:09 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 12 Jul 2016 18:54:09 +0530 Subject: [rt-users] Searching ticket subjects In-Reply-To: <20160712131705.GO31544@aart.rice.edu> References: <20160712131705.GO31544@aart.rice.edu> Message-ID: I don't think that's going to help me. Let me give you a scenario: Person A sends a mail to my queue with B and C in CC. RT sends autoreply to all of them. Then B thinks there should be something added so he replies to A's mail instead of autoreply mail. Now I have 2 different tickets created for the same subject by A and B. On Tue, Jul 12, 2016 at 6:47 PM, Kenneth Marshall wrote: > On Tue, Jul 12, 2016 at 08:58:07AM +0530, Nilesh wrote: > > Hello, > > > > I have installed RT and to quite an extent been able to understand and > tune > > it to my needs. But I have a problem: many times multiple people are > > involved in a ticket and they come as CC in the mail. > > > > I have installed one extension which extracts CC/AdminCC from the mail > and > > adds them to the ticket, but that doesn't yet solve my problem which is: > > > > New ticket gets created if it is not a reply to the automatic reply that > is > > sent by RT because their replies does not contain the queue subject tag. > > > > What I'm thinking of doing is, doing a fuzzy search based on the > requestors > > / cc when a new mail arrives and put the message as a correspondence in > the > > existing ticket if subject does not contain the subject tag. I think this > > will be very inefficient but at least it will solve the problem of > > duplicate tickets that I'm facing a lot right now. > > > > How should I go about doing this? I couldn't find the API for REST > > mailgateway which I I see is getting called from the rt-mailgate script. > > Hi Nilesh, > > We added processing to look for a 'In-Reply-To:' header to help link the > Email to existing requests. It does help keep duplicate tickets from being > created. I think there are some recipes in the mailing list archives and > on the wiki. > > Regards, > Ken > -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at nileshgr.com Tue Jul 12 09:32:02 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 12 Jul 2016 19:02:02 +0530 Subject: [rt-users] Searching ticket subjects In-Reply-To: <20160712132825.GP31544@aart.rice.edu> References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> Message-ID: On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall wrote: > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > > I don't think that's going to help me. > > Let me give you a scenario: > > > > Person A sends a mail to my queue with B and C in CC. RT sends autoreply > to > > all of them. Then B thinks there should be something added so he replies > to > > A's mail instead of autoreply mail. > > Now I have 2 different tickets created for the same subject by A and B. > > > > Hi Nilesh, > > The 2nd Email should include an In-Reply-To: header that can be used > to link it to the 1st Email's ticket. > > Regards, > Ken > Does the default RT strip that off? Because I'm not seeing in one recent duplicate created in the manner I described. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jul 12 09:28:25 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 12 Jul 2016 08:28:25 -0500 Subject: [rt-users] Searching ticket subjects In-Reply-To: References: <20160712131705.GO31544@aart.rice.edu> Message-ID: <20160712132825.GP31544@aart.rice.edu> On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > I don't think that's going to help me. > Let me give you a scenario: > > Person A sends a mail to my queue with B and C in CC. RT sends autoreply to > all of them. Then B thinks there should be something added so he replies to > A's mail instead of autoreply mail. > Now I have 2 different tickets created for the same subject by A and B. > Hi Nilesh, The 2nd Email should include an In-Reply-To: header that can be used to link it to the 1st Email's ticket. Regards, Ken From ktm at rice.edu Tue Jul 12 09:36:39 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 12 Jul 2016 08:36:39 -0500 Subject: [rt-users] Searching ticket subjects In-Reply-To: References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> Message-ID: <20160712133639.GQ31544@aart.rice.edu> On Tue, Jul 12, 2016 at 07:02:02PM +0530, Nilesh wrote: > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall wrote: > > > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > > > I don't think that's going to help me. > > > Let me give you a scenario: > > > > > > Person A sends a mail to my queue with B and C in CC. RT sends autoreply > > to > > > all of them. Then B thinks there should be something added so he replies > > to > > > A's mail instead of autoreply mail. > > > Now I have 2 different tickets created for the same subject by A and B. > > > > > > > Hi Nilesh, > > > > The 2nd Email should include an In-Reply-To: header that can be used > > to link it to the 1st Email's ticket. > > > > Regards, > > Ken > > > > Does the default RT strip that off? Because I'm not seeing in one recent > duplicate created in the manner I described. Hi, You will need to look at Email.pm to see what it does. At least that is the name of the file in RT 3.8.13+. We are working on an upgrade to 4.4.x. Regards, Ken From me at nileshgr.com Tue Jul 12 09:36:41 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 12 Jul 2016 19:06:41 +0530 Subject: [rt-users] Searching ticket subjects In-Reply-To: References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> Message-ID: On Tue, Jul 12, 2016 at 7:02 PM, Nilesh wrote: > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall wrote: > >> On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: >> > I don't think that's going to help me. >> > Let me give you a scenario: >> > >> > Person A sends a mail to my queue with B and C in CC. RT sends >> autoreply to >> > all of them. Then B thinks there should be something added so he >> replies to >> > A's mail instead of autoreply mail. >> > Now I have 2 different tickets created for the same subject by A and B. >> > >> >> Hi Nilesh, >> >> The 2nd Email should include an In-Reply-To: header that can be used >> to link it to the 1st Email's ticket. >> >> Regards, >> Ken >> > > Does the default RT strip that off? Because I'm not seeing in one recent > duplicate created in the manner I described. > Ah it's hidden inside 'show full headers'. This is interesting. Is there some documentation about this header? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jul 12 09:40:05 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 12 Jul 2016 08:40:05 -0500 Subject: [rt-users] Searching ticket subjects In-Reply-To: References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> Message-ID: <20160712134005.GR31544@aart.rice.edu> On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote: > On Tue, Jul 12, 2016 at 7:02 PM, Nilesh wrote: > > > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall wrote: > > > >> On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > >> > I don't think that's going to help me. > >> > Let me give you a scenario: > >> > > >> > Person A sends a mail to my queue with B and C in CC. RT sends > >> autoreply to > >> > all of them. Then B thinks there should be something added so he > >> replies to > >> > A's mail instead of autoreply mail. > >> > Now I have 2 different tickets created for the same subject by A and B. > >> > > >> > >> Hi Nilesh, > >> > >> The 2nd Email should include an In-Reply-To: header that can be used > >> to link it to the 1st Email's ticket. > >> > >> Regards, > >> Ken > >> > > > > Does the default RT strip that off? Because I'm not seeing in one recent > > duplicate created in the manner I described. > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is there > some documentation about this header? Hi, You can look at the RFC's, but that was the header that provided the most value in reducing duplicate tickets. Regards, Ken From a.smith at ldex.co.uk Tue Jul 12 10:55:34 2016 From: a.smith at ldex.co.uk (Andy Smith) Date: Tue, 12 Jul 2016 16:55:34 +0200 Subject: [rt-users] change default https to http Message-ID: <4841a0118829e93132834ecf73d4ecdd@ldexgroup.co.uk> Hi Fernando, changing between HTTP and HTTPS is configured in your web server. The only thing you can configure in RT is the URL and port RT uses for links in the GUI and that it puts in emails as links, which obviously need to match how you have your web server configured in order for the links to work. Ie see WebBaseURL and WebPort here: https://docs.bestpractical.com/rt/4.2.12/RT_Config.html thanks, Andy. -------------- next part -------------- An HTML attachment was scrubbed... URL: From FVeloso at entel.cl Tue Jul 12 11:58:34 2016 From: FVeloso at entel.cl (Veloso Fuentes Fernando Alberto) Date: Tue, 12 Jul 2016 15:58:34 +0000 Subject: [rt-users] change default https to http In-Reply-To: <4841a0118829e93132834ecf73d4ecdd@ldexgroup.co.uk> References: <4841a0118829e93132834ecf73d4ecdd@ldexgroup.co.uk> Message-ID: <91a1c6f81d544b6888e72218c82a0c89@ECCDLVMB02.Entel.Entelcorp.com> Andy, thank you very much for the reply. Still I do not quite understand what I do. For example, I want to change the default https to http on port 8080. This is the configuration that I have and currently does not work: On RT_SiteConfig.pm: Set( $rtname, 'ticket2.sva.cl'); Set( $Organization, 'entel.sva.cl'); Set( $Timezone, 'America/Santiago'); Set( $WebDomain, 'ticket2.sva.cl'); Set( $WebPort, 8080); Set( $WebPath, ''); Set( $DisableGD, 0); Set( $WebURL, 'http://ticket2.sva.cl:8080'); 1; On httpd.conf: Listen 8080 ServerName ticket2.sva.cl Redirect / http://ticket2.sva.cl:8080 Saludos. Fernando Alberto Veloso Fuentes _Ingeniero de Plataformas Tecnolog?a y Operaciones - Entel Amun?tegui 20 piso 14 - Chile Tel. (56 2) 23603144 fveloso at entel.cl De: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Andy Smith Enviado el: martes, 12 de julio de 2016 10:56 Para: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] change default https to http Hi Fernando, changing between HTTP and HTTPS is configured in your web server. The only thing you can configure in RT is the URL and port RT uses for links in the GUI and that it puts in emails as links, which obviously need to match how you have your web server configured in order for the links to work. Ie see WebBaseURL and WebPort here: https://docs.bestpractical.com/rt/4.2.12/RT_Config.html thanks, Andy. ________________________________ Este correo es dirigido solo a las personas que aparecen como destinatarios y puede contener informaci?n confidencial o privilegiada. Si usted recibi? este correo por error, por favor notificar inmediatamente al emisor y elimine el correo original. Cualquier otro uso de este correo esta prohibido. ********************************************************************************************* This message is for the designated recipient only and may contain privileged or confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email is prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.smith at ldex.co.uk Tue Jul 12 11:39:52 2016 From: a.smith at ldex.co.uk (Andy Smith) Date: Tue, 12 Jul 2016 17:39:52 +0200 Subject: [rt-users] change default https to http In-Reply-To: <91a1c6f81d544b6888e72218c82a0c89@ECCDLVMB02.Entel.Entelcorp.com> References: <4841a0118829e93132834ecf73d4ecdd@ldexgroup.co.uk> <91a1c6f81d544b6888e72218c82a0c89@ECCDLVMB02.Entel.Entelcorp.com> Message-ID: <38d08b6c58a995202079bfa54e09aca4@ldexgroup.co.uk> > Hi Fernando, > > your virtual host in Apache is missing the config required for RT, you need to follow the instructions here: > > https://docs.bestpractical.com/rt/4.2.12/web_deployment.html > > thanks, Andy. -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at nileshgr.com Tue Jul 12 13:36:44 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 12 Jul 2016 23:06:44 +0530 Subject: [rt-users] Searching ticket subjects In-Reply-To: <20160712134005.GR31544@aart.rice.edu> References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> <20160712134005.GR31544@aart.rice.edu> Message-ID: <1468345004.12387.5.camel@nileshgr.com> On Tue, 2016-07-12 at 08:40 -0500, Kenneth Marshall wrote: > On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote: > > > > On Tue, Jul 12, 2016 at 7:02 PM, Nilesh wrote: > > > > > > > > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall wrote: > > > > > > > > > > > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote: > > > > > > > > > > I don't think that's going to help me. > > > > > Let me give you a scenario: > > > > > > > > > > Person A sends a mail to my queue with B and C in CC. RT sends > > > > autoreply to > > > > > > > > > > all of them. Then B thinks there should be something added so he > > > > replies to > > > > > > > > > > A's mail instead of autoreply mail. > > > > > Now I have 2 different tickets created for the same subject by A and > > > > > B. > > > > > > > > > Hi Nilesh, > > > > > > > > The 2nd Email should include an In-Reply-To: header that can be used > > > > to link it to the 1st Email's ticket. > > > > > > > > Regards, > > > > Ken > > > > > > > Does the default RT strip that off? Because I'm not seeing in one recent > > > duplicate created in the manner I described. > > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is there > > some documentation about this header? > Hi, > > You can look at the RFC's, but that was the header that provided the most > value in reducing duplicate tickets. > > Regards, > Ken As this discussion is going on a few duplicate tickets were created in the system and this definitely looks like a good way to solve it. Did you use ExtractCustomFields module to get this done?? I'm thinking of doing it like this: Run ExtractCustomFields on every correspond to get the Message ID out of the headers. Then I can search through this field probably using a customized rt- mailgate. Does that sound good? I don't think there's a way using scrips because by the time scrip executes ticket is already created (unless something is possible in the "On transaction" condition). From ktm at rice.edu Tue Jul 12 14:33:18 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 12 Jul 2016 13:33:18 -0500 Subject: [rt-users] Searching ticket subjects In-Reply-To: <1468345004.12387.5.camel@nileshgr.com> References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> <20160712134005.GR31544@aart.rice.edu> <1468345004.12387.5.camel@nileshgr.com> Message-ID: <20160712183318.GS31544@aart.rice.edu> On Tue, Jul 12, 2016 at 11:06:44PM +0530, Nilesh wrote: > ... > > > > Does the default RT strip that off? Because I'm not seeing in one recent > > > > duplicate created in the manner I described. > > > > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is there > > > some documentation about this header? > > Hi, > > > > You can look at the RFC's, but that was the header that provided the most > > value in reducing duplicate tickets. > > > > Regards, > > Ken > > As this discussion is going on a few duplicate tickets were created in the > system and this definitely looks like a good way to solve it. Did you use > ExtractCustomFields module to get this done?? > > I'm thinking of doing it like this: > Run ExtractCustomFields on every correspond to get the Message ID out of the > headers. Then I can search through this field probably using a customized rt- > mailgate. Does that sound good? I don't think there's a way using scrips because > by the time scrip executes ticket is already created (unless something is > possible in the "On transaction" condition). > Hi Nilesh, I have attached my current version of ./local/lib/RT/Interface/Email_Local.pm. It includes our modifications gathered from the list recommendations in the function ParseInReplyTo() This patch is against RT 3.8.13+ and has not been updated to RT 4+ but is should be a straight-forward update. To make your own version of Email_Local.pm, start with just the function ParseInReplyTo() and the calling function and add functions from ./lib/RT/Interface/Email.pm until you have a working file. That will be the minimum that you will need. Take a look at http://requesttracker.wikia.com/wiki/Customizing for more details. Let me know if you have any questions. Regards, Ken -------------- next part -------------- package RT::Interface::Email; use strict; no warnings qw(redefine); use Email::Address; use MIME::Entity; use RT::EmailParser; use File::Temp; use UNIVERSAL::require; use Mail::Mailer (); use Text::ParseWords qw/shellwords/; sub ParseTicketId { my $Subject = shift; my $rtname = RT->Config->Get('rtname'); my $test_name = RT->Config->Get('EmailSubjectTagRegex') || qr/\Q$rtname\E/i; my $id; if ( $Subject =~ s/\[$test_name\s+\#(\d+)\s*\]//i ) { $id = $1; } else { foreach my $tag ( RT->System->SubjectTag ) { next unless $Subject =~ s/\[\Q$tag\E\s+\#(\d+)\s*\]//i; $id = $1; last; } } return undef unless $id; $RT::Logger->debug("Found a ticket ID. It's $id"); return $id; } sub ExtractTicketId { my $entity = shift; my $subject = $entity->head->get('Subject') || ''; chomp $subject; return ParseTicketId( $subject ); } sub ParseInReplyTo { my $MessageId = shift; $MessageId =~ s/<(.+)>/$1/; my $id; if ($MessageId ne '') { $RT::Logger->debug("Looking for matching ticket using In-Reply-To: $MessageId"); my $query = "SELECT ObjectId" . " FROM Transactions JOIN Attachments" . " ON Attachments.TransactionId = Transactions.id" . " WHERE ObjectType = 'RT::Ticket'" . " AND MessageId = ?;"; my @result = $RT::Handle->FetchResult($query, $MessageId); if ( $result[0] =~ /^\d+$/ ) { $id = $result[0]; $RT::Logger->debug("Found a ticket ID using In-Reply-To header. It's $id"); } } return undef unless defined($id); return $id; } sub ParseCcAddressesFromHead { my %args = ( Head => undef, QueueObj => undef, CurrentUser => undef, @_ ); my @recipients = map lc $_->address, map Email::Address->parse( $args{'Head'}->get( $_ ) ), qw(To Cc); my @res; foreach my $address ( @recipients ) { $address = $args{'CurrentUser'}->UserObj->CanonicalizeEmailAddress( $address ); next if lc $args{'CurrentUser'}->EmailAddress eq $address; next if lc $args{'QueueObj'}->CorrespondAddress eq $address; next if lc $args{'QueueObj'}->CommentAddress eq $address; next if RT::EmailParser->IsRTAddress( $address ); push @res, $address; } # # Limit the number of Cc addresses that we add to a # ticket during the initial create to minimize damage # to our Email reputation when SPAM slips through DSPAM. $RT::Logger->debug("$#res Ccs"); if ( $#res > 3 ) { my @riceCc; my @nonriceCc; @riceCc = grep /rice.edu/i, @res; @nonriceCc = grep !/rice.edu/i, @res; $RT::Logger->debug("$#riceCc riceCcs, $#nonriceCc nonriceCcs"); if ($#nonriceCc > 1) { @res = (@riceCc, @nonriceCc[0]); } } return @res; } sub Gateway { my $argsref = shift; my %args = ( action => 'correspond', queue => '1', ticket => undef, message => undef, %$argsref ); my $SystemTicket; my $Right; # Validate the action my ( $status, @actions ) = IsCorrectAction( $args{'action'} ); unless ($status) { return ( -75, "Invalid 'action' parameter " . $actions[0] . " for queue " . $args{'queue'}, undef ); } my $parser = RT::EmailParser->new(); $parser->SmartParseMIMEEntityFromScalar( Message => $args{'message'}, Decode => 0, Exact => 1, ); my $Message = $parser->Entity(); unless ($Message) { MailError( Subject => "RT Bounce: Unparseable message", Explanation => "RT couldn't process the message below", Attach => $args{'message'} ); return ( 0, "Failed to parse this message. Something is likely badly wrong with the message" ); } my @mail_plugins = grep $_, RT->Config->Get('MailPlugins'); push @mail_plugins, "Auth::MailFrom" unless @mail_plugins; @mail_plugins = _LoadPlugins( @mail_plugins ); my %skip_plugin; foreach my $class( grep !ref, @mail_plugins ) { # check if we should apply filter before decoding my $check_cb = do { no strict 'refs'; *{ $class . "::ApplyBeforeDecode" }{CODE}; }; next unless defined $check_cb; next unless $check_cb->( Message => $Message, RawMessageRef => \$args{'message'}, ); $skip_plugin{ $class }++; my $Code = do { no strict 'refs'; *{ $class . "::GetCurrentUser" }{CODE}; }; my ($status, $msg) = $Code->( Message => $Message, RawMessageRef => \$args{'message'}, ); next if $status > 0; if ( $status == -2 ) { return (1, $msg, undef); } elsif ( $status == -1 ) { return (0, $msg, undef); } } @mail_plugins = grep !$skip_plugin{"$_"}, @mail_plugins; $parser->_DecodeBodies; $parser->_PostProcessNewEntity; my $head = $Message->head; my $ErrorsTo = ParseErrorsToAddressFromHead( $head ); my $MessageId = $head->get('Message-ID') || "Config->Get('Organization') .'>'; #Pull apart the subject line my $Subject = $head->get('Subject') || ''; chomp $Subject; # Lets check for mail loops of various sorts. my ($should_store_machine_generated_message, $IsALoop, $result); ( $should_store_machine_generated_message, $ErrorsTo, $result, $IsALoop ) = _HandleMachineGeneratedMail( Message => $Message, ErrorsTo => $ErrorsTo, Subject => $Subject, MessageId => $MessageId ); # Do not pass loop messages to MailPlugins, to make sure the loop # is broken, unless $RT::StoreLoops is set. if ($IsALoop && !$should_store_machine_generated_message) { return ( 0, $result, undef ); } # }}} my $InReplyToMessageId = $head->get('In-Reply-To') || ''; chomp($InReplyToMessageId); $args{'ticket'} ||= ExtractTicketId( $Message ); $args{'ticket'} ||= ParseInReplyTo( $InReplyToMessageId ); # ExtractTicketId may have been overridden, and edited the Subject my $NewSubject = $Message->head->get('Subject'); chomp $NewSubject; $SystemTicket = RT::Ticket->new( RT->SystemUser ); $SystemTicket->Load( $args{'ticket'} ) if ( $args{'ticket'} ) ; if ( $SystemTicket->id ) { $Right = 'ReplyToTicket'; } else { $Right = 'CreateTicket'; } #Set up a queue object my $SystemQueueObj = RT::Queue->new( RT->SystemUser ); $SystemQueueObj->Load( $args{'queue'} ); # We can safely have no queue of we have a known-good ticket unless ( $SystemTicket->id || $SystemQueueObj->id ) { return ( -75, "RT couldn't find the queue: " . $args{'queue'}, undef ); } my ($AuthStat, $CurrentUser, $error) = GetAuthenticationLevel( MailPlugins => \@mail_plugins, Actions => \@actions, Message => $Message, RawMessageRef => \$args{message}, SystemTicket => $SystemTicket, SystemQueue => $SystemQueueObj, ); # If authentication fails and no new user was created, get out. if ( !$CurrentUser || !$CurrentUser->id || $AuthStat == -1 ) { # If the plugins refused to create one, they lose. unless ( $AuthStat == -1 ) { _NoAuthorizedUserFound( Right => $Right, Message => $Message, Requestor => $ErrorsTo, Queue => $args{'queue'} ); } return ( 0, "Could not load a valid user", undef ); } # If we got a user, but they don't have the right to say things if ( $AuthStat == 0 ) { MailError( To => $ErrorsTo, Subject => "Permission Denied", Explanation => "You do not have permission to communicate with RT", MIMEObj => $Message ); return ( 0, "$ErrorsTo tried to submit a message to " . $args{'Queue'} . " without permission.", undef ); } unless ($should_store_machine_generated_message) { return ( 0, $result, undef ); } # if plugin's updated SystemTicket then update arguments $args{'ticket'} = $SystemTicket->Id if $SystemTicket && $SystemTicket->Id; my $Ticket = RT::Ticket->new($CurrentUser); if ( !$args{'ticket'} && grep /^(comment|correspond)$/, @actions ) { my @Cc; my @Requestors = ( $CurrentUser->id ); if (RT->Config->Get('ParseNewMessageForTicketCcs')) { @Cc = ParseCcAddressesFromHead( Head => $head, CurrentUser => $CurrentUser, QueueObj => $SystemQueueObj ); } my ( $id, $Transaction, $ErrStr ) = $Ticket->Create( Queue => $SystemQueueObj->Id, Subject => $NewSubject, Requestor => \@Requestors, Cc => \@Cc, MIMEObj => $Message ); if ( $id == 0 ) { MailError( To => $ErrorsTo, Subject => "Ticket creation failed: $Subject", Explanation => $ErrStr, MIMEObj => $Message ); return ( 0, "Ticket creation failed: $ErrStr", $Ticket ); } # strip comments&corresponds from the actions we don't need # to record them if we've created the ticket just now @actions = grep !/^(comment|correspond)$/, @actions; $args{'ticket'} = $id; } elsif ( $args{'ticket'} ) { $Ticket->Load( $args{'ticket'} ); unless ( $Ticket->Id ) { my $error = "Could not find a ticket with id " . $args{'ticket'}; MailError( To => $ErrorsTo, Subject => "Message not recorded: $Subject", Explanation => $error, MIMEObj => $Message ); return ( 0, $error ); } $args{'ticket'} = $Ticket->id; } else { return ( 1, "Success", $Ticket ); } # }}} my $unsafe_actions = RT->Config->Get('UnsafeEmailCommands'); foreach my $action (@actions) { # If the action is comment, add a comment. if ( $action =~ /^(?:comment|correspond)$/i ) { my $method = ucfirst lc $action; my ( $status, $msg ) = $Ticket->$method( MIMEObj => $Message ); unless ($status) { #Warn the sender that we couldn't actually submit the comment. MailError( To => $ErrorsTo, Subject => "Message not recorded: $Subject", Explanation => $msg, MIMEObj => $Message ); return ( 0, "Message not recorded: $msg", $Ticket ); } } elsif ($unsafe_actions) { my ( $status, $msg ) = _RunUnsafeAction( Action => $action, ErrorsTo => $ErrorsTo, Message => $Message, Ticket => $Ticket, CurrentUser => $CurrentUser, ); return ($status, $msg, $Ticket) unless $status == 1; } } return ( 1, "Success", $Ticket ); } 1; From me at nileshgr.com Wed Jul 13 03:03:13 2016 From: me at nileshgr.com (Nilesh) Date: Wed, 13 Jul 2016 12:33:13 +0530 Subject: [rt-users] Searching ticket subjects In-Reply-To: <20160712183318.GS31544@aart.rice.edu> References: <20160712131705.GO31544@aart.rice.edu> <20160712132825.GP31544@aart.rice.edu> <20160712134005.GR31544@aart.rice.edu> <1468345004.12387.5.camel@nileshgr.com> <20160712183318.GS31544@aart.rice.edu> Message-ID: On Wed, Jul 13, 2016 at 12:03 AM, Kenneth Marshall wrote: > On Tue, Jul 12, 2016 at 11:06:44PM +0530, Nilesh wrote: > > ... > > > > > Does the default RT strip that off? Because I'm not seeing in one > recent > > > > > duplicate created in the manner I described. > > > > > > > > > Ah it's hidden inside 'show full headers'. This is interesting. Is > there > > > > some documentation about this header? > > > Hi, > > > > > > You can look at the RFC's, but that was the header that provided the > most > > > value in reducing duplicate tickets. > > > > > > Regards, > > > Ken > > > > As this discussion is going on a few duplicate tickets were created in > the > > system and this definitely looks like a good way to solve it. Did you use > > ExtractCustomFields module to get this done? > > > > I'm thinking of doing it like this: > > Run ExtractCustomFields on every correspond to get the Message ID out of > the > > headers. Then I can search through this field probably using a > customized rt- > > mailgate. Does that sound good? I don't think there's a way using scrips > because > > by the time scrip executes ticket is already created (unless something is > > possible in the "On transaction" condition). > > > > Hi Nilesh, > > I have attached my current version of > ./local/lib/RT/Interface/Email_Local.pm. > It includes our modifications gathered from the list recommendations in > the function > > ParseInReplyTo() > > This patch is against RT 3.8.13+ and has not been updated to RT 4+ but is > should > be a straight-forward update. To make your own version of Email_Local.pm, > start > with just the function ParseInReplyTo() and the calling function and add > functions > from ./lib/RT/Interface/Email.pm until you have a working file. That will > be the > minimum that you will need. Take a look at > http://requesttracker.wikia.com/wiki/Customizing > for more details. Let me know if you have any questions. > > Regards, > Ken > This works perfectly, thanks a lot. I wonder why this hasn't been integrated as a core feature. -------------- next part -------------- An HTML attachment was scrubbed... URL: From akos.torok at docca.hu Wed Jul 13 10:48:04 2016 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Wed, 13 Jul 2016 16:48:04 +0200 Subject: [rt-users] Any insurance company uses RT? Message-ID: Dear RT Users, We use RT since ages (2005) and some of our clients asked us to show the RT for an insurance company. So I did. The insurence company likes the RT, but before they make a final decision, they want to know if any other insurance company in the world uses RT. If anybody know such a case, let me know please! Thanks, ?kos -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Wed Jul 13 11:16:49 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 13 Jul 2016 11:16:49 -0400 Subject: [rt-users] Any insurance company uses RT? In-Reply-To: References: Message-ID: <61007c1e-5112-b536-1aa1-ec87ba6afe5a@bestpractical.com> Hi ?kos, Since RT is open source, there is no official list of who uses it, but you can find a self-reported list on the wiki: https://rt-wiki.bestpractical.com/index.php?title=RTUsers You might get some other responses on the list here too. There are definitely many insurance companies of all sorts that use RT for various functions (IT support, end customer support, internal task management, etc.). Thanks for showing off RT! Jim On 7/13/16 10:48 AM, akos.torok at docca.hu wrote: > Dear RT Users, > > We use RT since ages (2005) and some of our clients asked us to show the > RT for an insurance company. So I did. The insurence company likes the > RT, but before they make a final decision, they want to know if any > other insurance company in the world uses RT. > > If anybody know such a case, let me know please! > > Thanks, > > ?kos > > > > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > From tom.robinson at motec.com.au Wed Jul 13 17:46:00 2016 From: tom.robinson at motec.com.au (Tom Robinson) Date: Thu, 14 Jul 2016 07:46:00 +1000 Subject: [rt-users] Assign/limit ticket ownership to queue users In-Reply-To: <44ee8fb8-71b0-26af-4daf-daf4a1a184d5@bestpractical.com> References: <5782DFEB.3020803@motec.com.au> <44ee8fb8-71b0-26af-4daf-daf4a1a184d5@bestpractical.com> Message-ID: <5786B698.8010005@motec.com.au> bump! On 11/07/16 23:05, Jim Brandt wrote: > > On 7/10/16 7:53 PM, Tom Robinson wrote: >> I'm trying to assign/limit ticket ownership to groups of users for specific queues. >> >> What I'd like to see in the ownership drop-down menu is just the users that have been granted access >> to the queue. What I see now is all privileged users in the drop down. How can I limit this? >> >> Also, is it possible to assign ownership to non-privileged users? > > Ownership is controlled by the "Own tickets" right (OwnTicket), so to remove extra users you'll need > to track down how they are getting that right and remove it. Likely it's assigned to the Privileged > role right now based on your description. > > And you can assign that same right to non-privileged users, but it's a little odd since they won't > be able to see the full ticket via the web UI. Yes I see that. After working out the permissions structure (see below), we did dabble with the idea of assigning ownership at an administrative level. They can see who owns a ticket in the SelfService login, but other than that, functionality is around ownership is pretty limited. > If you're going down the road of allowing > non-privileged users to own tickets, it might be better to create a group, make them privileged, and > give them very limited access. So I have managed to get something working yesterday that I think is right. Previously I had granted Privileged User rights under Global Group Rights for SYSTEM->Privileged. I've now added specific groups for Staff and External users and added them under Global Group Rights to managed specifically privileged permissions on a group-by-group basis (deselecting all SYSTEM->Privilege Rights and reassigning them under specific groups). The internal Staff group has most rights granted; External group has more limited access defined. Is this the right way to do it? The External users are now privileged and can be assigned ownership of tickets. There are still a couple of things, howerver, I'd like to button down. When the External privileged user logs-into the web portal they still have a lot of control over the interface. I'd like to limit that as much as possible. For example: * 'RT at a glance' is still completely customisable. I'd like that interface to be immutable for the external users. Is that possible? * The 'Home' Menu has a custom dashboard we have created but also 'Update This Menu', 'All Dashboards' and 'New Dashboard'. How can I remove the latter three menu items? * Is it possible to remove the 'Search' and 'Tools' menus? * Under the 'Logged in as ...->Settings' menu, is it possible to choose which items are shown there? BTW, we are running RT 4.2.0 - we do need to upgrade. Should we move to 4.2.12 or 4.4.0? Kind regards, Tom -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: OpenPGP digital signature URL: From akos.torok at docca.hu Wed Jul 13 19:59:09 2016 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Thu, 14 Jul 2016 01:59:09 +0200 Subject: [rt-users] Any insurance company uses RT? In-Reply-To: <61007c1e-5112-b536-1aa1-ec87ba6afe5a@bestpractical.com> References: <61007c1e-5112-b536-1aa1-ec87ba6afe5a@bestpractical.com> Message-ID: Hi Jim, Hi All, Thanks! Unfortunately I didn't find any insurance company in the list (two appearance of "insurance", but non of them refers to an insurance company). Thanks if anyone could help. ?kos On Wed, Jul 13, 2016 at 5:16 PM, Jim Brandt wrote: > Hi ?kos, > > Since RT is open source, there is no official list of who uses it, but you > can find a self-reported list on the wiki: > > https://rt-wiki.bestpractical.com/index.php?title=RTUsers > > You might get some other responses on the list here too. > > There are definitely many insurance companies of all sorts that use RT for > various functions (IT support, end customer support, internal task > management, etc.). > > Thanks for showing off RT! > Jim > > > On 7/13/16 10:48 AM, akos.torok at docca.hu wrote: > >> Dear RT Users, >> >> We use RT since ages (2005) and some of our clients asked us to show the >> RT for an insurance company. So I did. The insurence company likes the >> RT, but before they make a final decision, they want to know if any >> other insurance company in the world uses RT. >> >> If anybody know such a case, let me know please! >> >> Thanks, >> >> ?kos >> >> >> >> >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> >> --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Dion.Gullotta at faredge.com.au Wed Jul 13 19:46:06 2016 From: Dion.Gullotta at faredge.com.au (Dion Gullotta) Date: Thu, 14 Jul 2016 09:46:06 +1000 Subject: [rt-users] RT Wiki closed down? In-Reply-To: References: Message-ID: Disregard, looks like it has moved, for example CodeSnippets is at: https://rt-wiki.bestpractical.com/index.php?title=CustomConditionSnippets Please accept my apologies for the interruption. Dion -----Original Message----- From: Dion Gullotta Sent: Thursday, 14 July 2016 9:24 AM To: rt-users at lists.bestpractical.com Subject: RT Wiki closed down? Anyone know why many of the pages on the RT wiki are coming up saying the RT wiki is being closed down? For example the code snippets page http://requesttracker.wikia.com/wiki/CodeSnippets Does not work. Some pages like this one still work http://requesttracker.wikia.com/wiki/Contributions But many of the links on it go to a closed wiki page. I use this wiki a lot and find it an important resource, so I'm hoping it's not being shut down. Anyone know what's up? Dion From Dion.Gullotta at faredge.com.au Wed Jul 13 19:23:44 2016 From: Dion.Gullotta at faredge.com.au (Dion Gullotta) Date: Thu, 14 Jul 2016 09:23:44 +1000 Subject: [rt-users] RT Wiki closed down? Message-ID: Anyone know why many of the pages on the RT wiki are coming up saying the RT wiki is being closed down? For example the code snippets page http://requesttracker.wikia.com/wiki/CodeSnippets Does not work. Some pages like this one still work http://requesttracker.wikia.com/wiki/Contributions But many of the links on it go to a closed wiki page. I use this wiki a lot and find it an important resource, so I'm hoping it's not being shut down. Anyone know what's up? Dion From andrii at ebi.ac.uk Thu Jul 14 05:51:08 2016 From: andrii at ebi.ac.uk (Andrii Iudin) Date: Thu, 14 Jul 2016 10:51:08 +0100 Subject: [rt-users] API call to get "Created" value of history replies of all tickets Message-ID: Hello All, We are using RT 4.2.12 through API to allow the communication between the users of our deposition system and the reviewers of those depositions. We have a single RT user which is used by our deposition system to create and manage tickets for all depositors. Each deposition has an ID associated with it and this ID is stored as a custom field for each ticket. We have a page that displays the list of all depositions. If there is a new message available, then a notification is displayed near the deposition in this list. Whether the message is new or not is determined based on the "Created" value of the last reply to the ticket. This value is compared with the corresponding value in the database and each time the ticket history is opened through our deposition system the database's value is updated. The problem lies in getting the "Created" value of the last reply for each deposition. This is done through a query /REST/1.0/ticket//history?format=l However, since this has to be done for all the depositions' unresolved tickets, the loading of the page with the deposition list can take a long time (each API call is about 200 ms or more). Please could you tell if there is a query available to get the history for all the tickets in the queue in one go? We can then parse the result to obtain the necessary last reply times. Or is there a better way available to see the time of the last reply to the ticket, the email and whether it is a comment or not? Best regards, Andrii From jbrandt at bestpractical.com Thu Jul 14 10:14:19 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 14 Jul 2016 10:14:19 -0400 Subject: [rt-users] [rt-announce] RT Wiki Move Complete Message-ID: <4e5e94f9-3d16-7ebf-11e0-00d7df69b75f@bestpractical.com> Hello RT Users, As mentioned previously [1], we've been working on moving the RT community wiki from Wikia (The Home of Fandom) to a stand-alone Mediawiki instance. After some wiki-spam fighting, the new site seems to be running smoothly. As of yesterday (Wednesday, July 14) the Wikia site has been closed. The official RT wiki is now at https://rt-wiki.bestpractical.com. The URL https://wiki.bestpractical.com should also lead you there, although there may still be some caching of the old address. Please update your links if you have any pointing directly to the old Wikia address. We hope you enjoy the new ad-free wiki. Feel free to create a new account, help us clean up some content, or add some helpful new RT information. Thanks, Best Practical [1] http://lists.bestpractical.com/pipermail/rt-announce/2016-June/000286.html _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From me at nileshgr.com Thu Jul 14 12:53:30 2016 From: me at nileshgr.com (Nilesh) Date: Thu, 14 Jul 2016 22:23:30 +0530 Subject: [rt-users] [rt-announce] RT Wiki Move Complete In-Reply-To: <4e5e94f9-3d16-7ebf-11e0-00d7df69b75f@bestpractical.com> References: <4e5e94f9-3d16-7ebf-11e0-00d7df69b75f@bestpractical.com> Message-ID: <1468515210.31448.1.camel@nileshgr.com> This is great news.? Please enable URL rewriting so that people can access rt- wiki.bestpractical.com/FOO and view the wiki page. Searching isn't not that user friendly especially if you know the topic name. -- Nilesh On Thu, 2016-07-14 at 10:14 -0400, Jim Brandt wrote: > Hello RT Users, > > As mentioned previously [1], we've been working on moving the RT? > community wiki from Wikia (The Home of Fandom) to a stand-alone? > Mediawiki instance. After some wiki-spam fighting, the new site seems to? > be running smoothly. > > As of yesterday (Wednesday, July 14) the Wikia site has been closed. The? > official RT wiki is now at https://rt-wiki.bestpractical.com. The URL? > https://wiki.bestpractical.com should also lead you there, although? > there may still be some caching of the old address. > > Please update your links if you have any pointing directly to the old? > Wikia address. > > We hope you enjoy the new ad-free wiki. Feel free to create a new? > account, help us clean up some content, or add some helpful new RT? > information. > > Thanks, > Best Practical > > [1]? > http://lists.bestpractical.com/pipermail/rt-announce/2016-June/000286.html > _______________________________________________ > rt-announce mailing list > rt-announce at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 From lstewart at internap.com Thu Jul 14 15:19:18 2016 From: lstewart at internap.com (Landon Stewart) Date: Thu, 14 Jul 2016 19:19:18 +0000 Subject: [rt-users] Please help with RT::Authen::ExternalAuth with nested LDAP/AD groups Message-ID: <4FAF6708-9716-489C-A0F3-AC577DD7C55F@internap.com> Hello, I have a working mod_authnz_ldap configuration for apache 2.4 (on a virtualhost on the same server) but I cannot seem to convert the configuration to a valid RT::Authen::ExternalAuth::LDAP configuration. At one point I could see in var/log/rt.log that it was at least checking the nested groups for membership but the filter didn't look quite right. I have since changed that configuration and it seems to stall for a minute and then fail. It gets my real name from the AD service but then cannot match the sub/nested group filter I think? The apache configuration that works is: LogLevel debug AuthName "Password protected. Enter your AD username and password." AuthType Basic AuthBasicProvider ldap AuthLDAPURL "ldap://ldap.server.hostname/OU=iweb,DC=corp,DC=iweb,DC=com?sAMAccountName?sub?(objectClass=*)" AuthLDAPGroupAttribute member AuthLDAPGroupAttributeIsDN on AuthLDAPBindDN "ldapbinduserstring" AuthLDAPBindPassword ldapbindpass Require ldap-filter memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS,OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com So far I've got this in RT_SiteConfig.pm for RT: ...snipped... Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'corp.iweb.com', 'user' => 'ldapbinduserstring', 'pass' => 'ldapbindpass', 'base' => 'OU=iweb,DC=corp,DC=iweb,DC=com', 'filter' => '(objectClass=*)', 'd_filter' => 'UserAccountControl:1.2.840.113556.1.4.803:=2', 'group' => 'RTIR_WEB_SC_ACCESS', 'group_scope' => 'sub', 'group_attr' => 'memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS', 'group_attr_value' => 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com', 'tls' => 0, 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', }, }, } ); ...snipped... Plugin('RT::IR', 'RT::Authen::ExternalAuth'); The log entries with the above configuration are: [28280] [Thu Jul 14 19:12:14 2016] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424) [28280] [Thu Jul 14 19:12:14 2016] [debug]: Calling UserExists with $username (lstewart) and $service (My_LDAP) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465) [28280] [Thu Jul 14 19:12:14 2016] [debug]: UserExists params: username: lstewart , service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439) [28280] [Thu Jul 14 19:12:14 2016] [debug]: LDAP Search === Base: OU=iweb,DC=corp,DC=iweb,DC=com == Filter: (&(objectClass=*)(sAMAccountName=lstewart)) == Attrs: sAMAccountName,physicalDeliveryOfficeName,mail,cn,sAMAccountName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469) [28280] [Thu Jul 14 19:12:14 2016] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:517) [28280] [Thu Jul 14 19:12:14 2016] [debug]: Trying external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153) [28280] [Thu Jul 14 19:14:14 2016] [debug]: LDAP Search === Base: OU=iweb,DC=corp,DC=iweb,DC=com == Filter: (&(sAMAccountName=lstewart)(objectClass=*)) == Attrs: dn,OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:186) [28280] [Thu Jul 14 19:14:14 2016] [debug]: Found LDAP DN: CN=Landon Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:220) [28280] [Thu Jul 14 19:14:15 2016] [debug]: Attribute 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com' has no value; falling back to 'CN=Landon Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com' (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:249) [28280] [Thu Jul 14 19:14:15 2016] [debug]: LDAP Search === Base: RTIR_WEB_SC_ACCESS == Scope: sub == Filter: (memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS=CN=Landon Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256) [28280] [Thu Jul 14 19:14:15 2016] [critical]: Search for (memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS=CN=Landon Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com) failed: LDAP_INVALID_DN_SYNTAX 34 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [28280] [Thu Jul 14 19:14:15 2016] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:696) [28280] [Thu Jul 14 19:14:15 2016] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:521) [28280] [Thu Jul 14 19:14:15 2016] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [28280] [Thu Jul 14 19:14:15 2016] [error]: FAILED LOGIN for lstewart from xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810) -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From uriboxmobile at gmail.com Fri Jul 15 13:32:06 2016 From: uriboxmobile at gmail.com (yugi) Date: Fri, 15 Jul 2016 18:32:06 +0100 Subject: [rt-users] Recover original scripts in RT Message-ID: Hi I have one RT that is in production, that had suffer some deletes on the scripts that do the send of the emails ? I tried to create new ones to do RT send emails in CC and BCC again but without success. The platform itself is working great and i can send and receive emails from it when i do a comment or respond to a ticket. The problem is when i want to send a response or a comment and want CC or BCC ?. This is a platform that was not created by me and this problem was caused by the last people that managed the RT. I would like to recover the original scripts in a way to try to fix the problem ? Is this possible ? Anyone have tried, and can give me a tip??? thank s From me at nileshgr.com Fri Jul 15 14:03:40 2016 From: me at nileshgr.com (Nilesh) Date: Fri, 15 Jul 2016 23:33:40 +0530 Subject: [rt-users] Please help with RT::Authen::ExternalAuth with nested LDAP/AD groups In-Reply-To: <4FAF6708-9716-489C-A0F3-AC577DD7C55F@internap.com> References: <4FAF6708-9716-489C-A0F3-AC577DD7C55F@internap.com> Message-ID: <1468605820.1618.3.camel@nileshgr.com> On Thu, 2016-07-14 at 19:19 +0000, Landon Stewart wrote: > Hello, > > I have a working mod_authnz_ldap configuration for apache 2.4 (on a > virtualhost on the same server) but I cannot seem to convert the configuration > to a valid?RT::Authen::ExternalAuth::LDAP configuration. ?At one point I could > see in var/log/rt.log that it was at least checking the nested groups for > membership but the filter didn't look quite right. ?I have since changed that > configuration and it seems to stall for a minute and then fail. ?It gets my > real name from the AD service but then cannot match the sub/nested group > filter I think? > > The apache configuration that works is: > ? ? > ? ? ? ??LogLevel debug > ? ? ? ??AuthName "Password protected. Enter your AD username and password." > ? ? ? ??AuthType Basic > ? ? ? ??AuthBasicProvider ldap > ? ? ? ??AuthLDAPURL > "ldap://ldap.server.hostname/OU=iweb,DC=corp,DC=iweb,DC=com?sAMAccountName?sub > ?(objectClass=*)" > ? ? ? ??AuthLDAPGroupAttribute member > ? ? ? ??AuthLDAPGroupAttributeIsDN on > ? ? ? ??AuthLDAPBindDN "ldapbinduserstring" > ? ? ? ??AuthLDAPBindPassword?ldapbindpass > ? ??Require ldap-filter > memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS,OU=Groupes,OU=iWeb,DC= > corp,DC=iweb,DC=com > ? ?? > > > So far I've got this in RT_SiteConfig.pm for RT: > ...snipped... > Set($ExternalSettings, { > ? ??'My_LDAP'?=> { > ? ? ? ??'type'?=>?'ldap', > ? ? ? ??'server'?=>?'corp.iweb.com', > ? ? ? ??'user'?=>?'ldapbinduserstring', > ? ? ? ??'pass'?=>?'ldapbindpass', > ? ? ? ??'base'?=>?'OU=iweb,DC=corp,DC=iweb,DC=com', > ? ? ? ??'filter'?=>?'(objectClass=*)', > ? ? ? ??'d_filter'?=>?'UserAccountControl:1.2.840.113556.1.4.803:=2', > ? ? ? ??'group'?=>?'RTIR_WEB_SC_ACCESS', > ? ? ? ??'group_scope'?=>?'sub', > ? ? ? > ??'group_attr'?=>?'memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS', > ? ? ? ??'group_attr_value'?=>?'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com', > ? ? ? ??'tls'?=>?0, > ? ? ? ??'attr_match_list'?=> [ > ? ? ? ? ? ??'Name', > ? ? ? ? ? ??'EmailAddress', > ? ? ? ??], > ? ? ? ??'attr_map'?=> { > ? ? ? ? ? ??'Name'?=>?'sAMAccountName', > ? ? ? ? ? ??'EmailAddress'?=>?'mail', > ? ? ? ? ? ??'Organization'?=>?'physicalDeliveryOfficeName', > ? ? ? ? ? ??'RealName'?=>?'cn', > ? ? ? ? ? ??'ExternalAuthId'?=>?'sAMAccountName', > ? ? ? ? ? ??'Gecos'?=>?'sAMAccountName', > ? ? ? ??}, > ? ??}, > } ); > ...snipped... > Plugin('RT::IR',?'RT::Authen::ExternalAuth'); > > The log entries with the above configuration are: > [28280] [Thu Jul 14 19:12:14 2016] [debug]: Attempting to use external auth > service: My_LDAP (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424) > [28280] [Thu Jul 14 19:12:14 2016] [debug]: Calling UserExists with $username > (lstewart) and $service (My_LDAP) (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465) > [28280] [Thu Jul 14 19:12:14 2016] [debug]: UserExists params: > username: lstewart , service: My_LDAP (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439) > [28280] [Thu Jul 14 19:12:14 2016] [debug]: LDAP Search ===??Base: > OU=iweb,DC=corp,DC=iweb,DC=com == Filter: > (&(objectClass=*)(sAMAccountName=lstewart)) == > Attrs:?sAMAccountName,physicalDeliveryOfficeName,mail,cn,sAMAccountName,sAMAcc > ountName (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469) > [28280] [Thu Jul 14 19:12:14 2016] [debug]: Password validation required for > service - Executing... (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth.pm:517) > [28280] [Thu Jul 14 19:12:14 2016] [debug]: Trying external auth service: > My_LDAP (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153) > [28280] [Thu Jul 14 19:14:14 2016] [debug]: LDAP Search ===??Base: > OU=iweb,DC=corp,DC=iweb,DC=com == Filter: > (&(sAMAccountName=lstewart)(objectClass=*)) == Attrs: > dn,OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com?(/opt/rt4/local/plugins/RT- > Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:186) > [28280] [Thu Jul 14 19:14:14 2016] [debug]: Found LDAP DN: CN=Landon > Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com > (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:220) > [28280] [Thu Jul 14 19:14:15 2016] [debug]: Attribute > 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com' has no value; falling back to > 'CN=Landon Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com' > (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:249) > [28280] [Thu Jul 14 19:14:15 2016] [debug]: LDAP Search ===??Base: > RTIR_WEB_SC_ACCESS == Scope: sub == Filter: > (memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS=CN=Landon?Stewart,OU= > Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com) == Attrs: dn > (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256) > [28280] [Thu Jul 14 19:14:15 2016] [critical]: Search for > (memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS=CN=Landon > Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com) failed: > LDAP_INVALID_DN_SYNTAX 34?(/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) > [28280] [Thu Jul 14 19:14:15 2016] [debug]: LDAP password validation result: 0 > (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth.pm:696) > [28280] [Thu Jul 14 19:14:15 2016] [debug]: Password Validation Check > Result:??0 (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalAuth.pm:521) > [28280] [Thu Jul 14 19:14:15 2016] [debug]: Autohandler called ExternalAuth. > Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/html/Elements/DoAuth:11) > [28280] [Thu Jul 14 19:14:15 2016] [error]: FAILED LOGIN for lstewart from > xx.xx.xx.xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810) > > > -- > Landon Stewart > Lead Analyst - Abuse and Security Management > INTERNAP?? > lstewart at internap.com???www.internap.com > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 Your setup looks perfectly fine, but I may be missing something because I haven't used AD. I use OpenLDAP with rt-ldapimport script for authentication and rt-ldapimport --no-users --import to sync users (enabled Group member syncing in the importer). Works good. May be give that a try? -- Nilesh From lstewart at internap.com Fri Jul 15 13:44:46 2016 From: lstewart at internap.com (Landon Stewart) Date: Fri, 15 Jul 2016 17:44:46 +0000 Subject: [rt-users] Recover original scripts in RT In-Reply-To: References: <36A55463-1899-4DBE-B53A-5AED8ACFEA82@internap.com> Message-ID: On Jul 15, 2016, at 10:41 AM, yugi > wrote: That one i tried already Are the emails that are not being CC'd or BCC'd coming into RT via email or are they being composed and sent from the RT interface? -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Fri Jul 15 14:23:58 2016 From: lstewart at internap.com (Landon Stewart) Date: Fri, 15 Jul 2016 18:23:58 +0000 Subject: [rt-users] Please help with RT::Authen::ExternalAuth with nested LDAP/AD groups In-Reply-To: <1468605820.1618.3.camel@nileshgr.com> References: <4FAF6708-9716-489C-A0F3-AC577DD7C55F@internap.com> <1468605820.1618.3.camel@nileshgr.com> Message-ID: <25364E64-4522-42D7-ADA3-6F2F07A7D0E4@internap.com> On Jul 15, 2016, at 11:03 AM, Nilesh > wrote: Your setup looks perfectly fine, but I may be missing something because I haven't used AD. I use OpenLDAP with rt-ldapimport script for authentication and rt-ldapimport --no-users --import to sync users (enabled Group member syncing in the importer). Works good. May be give that a try? I guess my next step would be figuring out how to sync the groups so that our RTIR_WEB_SC_ACCESS group users would be within the "DutyTeam" group in RTIR. I believe you are right in that rt-ldapimport would help with that I think but it looks like a nightmare to set up. I'll burn that barn down when I come to it I guess. I think my issues with authentication lay within the following part of the configuration. I'm not sure what the group* configuration variables are for exactly because they are loosely documented and there are I've found very few examples via google and (almost?) none related to nested groups. 'base' => 'OU=iweb,DC=corp,DC=iweb,DC=com', 'filter' => '(objectClass=*)', 'd_filter' => 'UserAccountControl:1.2.840.113556.1.4.803:=2', 'group' => 'RTIR_WEB_SC_ACCESS', 'group_scope' => 'sub', 'group_attr' => 'memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS', 'group_attr_value' => 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com', -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.bako at nyu.edu Fri Jul 15 15:31:41 2016 From: john.bako at nyu.edu (John Bako) Date: Fri, 15 Jul 2016 15:31:41 -0400 Subject: [rt-users] Recover original scripts in RT In-Reply-To: References: Message-ID: Hello Yugi, What version of RT are you running? A screenshot of the scrip in RT 4.4 is attached. Do you also need the Template? It may easiest for you configure a new installation on a test machine and check the scrips. Best, John ? -- John Bako Manager, Scientific Computing Department of Biology & Center for Genomics and Systems Biology New York University 212-998-8207 (office) On Fri, Jul 15, 2016 at 1:32 PM, yugi wrote: > Hi > I have one RT that is in production, that had suffer some deletes on the > scripts that do the send of the emails ? > > I tried to create new ones to do RT send emails in CC and BCC again but > without success. > The platform itself is working great and i can send and receive emails > from it when i do a comment or respond to a ticket. > The problem is when i want to send a response or a comment and want CC or > BCC ?. > > This is a platform that was not created by me and this problem was caused > by the last people that managed the RT. > I would like to recover the original scripts in a way to try to fix the > problem ? > > Is this possible ? > Anyone have tried, and can give me a tip??? > > thank s > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2016-07-15 at 3.17.03 PM.png Type: image/png Size: 30663 bytes Desc: not available URL: From me at nileshgr.com Fri Jul 15 23:47:26 2016 From: me at nileshgr.com (Nilesh) Date: Sat, 16 Jul 2016 09:17:26 +0530 Subject: [rt-users] SLA confusion Message-ID: <1468640846.10806.3.camel@nileshgr.com> Hello all, I have some confusion regarding SLA configuration. My SLA config is like this: -------------------------------------------------------------------------------- Set(%ServiceAgreements, ( Default => '5 days', QueueDefault => { 'Product Demo' => '3 days', 'Developer Required' => '10 days', }, Levels => { '5 days' => { Starts => { BusinessMinutes => 2*60 }, Resolve => { BusinessMinutes => 5*24*60 }? }, '3 days' => { Starts => { BusinessMinutes => 3*60 }, Resolve => { BusinessMinutes => 3*24*60 }? }, '10 days' => { Starts => { BusinessMinutes => 4*60 }, Resolve => { BusinessMinutes => 10*24*60? }? } }) ); Set(%SerivceBusinessHours, ( Weekdays => { 1 => {? Name => 'Monday',? Start => '10:00',? End => '19:00', Breaks => [ { Start => '13:30', End => '14:00' }, { Start => '17:00', End => '17:15' } ] }, 2 => {? Name => 'Tuesday',? Start => '10:00',? End => '19:00', Breaks => [ { Start => '13:30', End => '14:00' }, { Start => '17:00', End => '17:15' } ] }, 3 => {? Name => 'Wednesday',? Start => '10:00',? End => '19:00', Breaks => [ { Start => '13:30', End => '14:00' }, { Start => '17:00', End => '17:15' } ] }, 4 => {? Name => 'Thursday',? Start => '10:00',? End => '19:00', Breaks => [ { Start => '13:30', End => '14:00' }, { Start => '17:00', End => '17:15' } ] }, 5 => {? Name => 'Friday',? Start => '10:00',? End => '19:00', Breaks => [ { Start => '13:30', End => '14:00' }, { Start => '17:00', End => '17:15' } ] } }) ); ------------------------------------------------------------------------- Now, there is a ticket which was created on 8th July with no SLA. Now I set it's SLA on 16th July. The system assigns it a due date of 27th July. Which is definitely not 5 working days starting 8th neither it is 5 working days starting 16th. Am I doing something wrong??? -- Nilesh From me at nileshgr.com Sat Jul 16 00:11:18 2016 From: me at nileshgr.com (Nilesh) Date: Sat, 16 Jul 2016 09:41:18 +0530 Subject: [rt-users] SLA confusion In-Reply-To: <1468640846.10806.3.camel@nileshgr.com> References: <1468640846.10806.3.camel@nileshgr.com> Message-ID: <1468642278.10806.5.camel@nileshgr.com> On Sat, 2016-07-16 at 09:17 +0530, Nilesh wrote: > Hello all, > > I have some confusion regarding SLA configuration. My SLA config is like this: > > ------------------------------------------------------------------------------ > -- > Set(%ServiceAgreements, ( > Default => '5 days', > QueueDefault => { > 'Product Demo' => '3 days', > 'Developer Required' => '10 days', > }, > Levels => { > '5 days' => { > Starts => { > BusinessMinutes => 2*60 > }, > Resolve => { > BusinessMinutes => 5*24*60 > }? > }, > '3 days' => { > Starts => { > BusinessMinutes => 3*60 > }, > Resolve => { > BusinessMinutes => 3*24*60 > }? > }, > '10 days' => { > Starts => { > BusinessMinutes => 4*60 > }, > Resolve => { > BusinessMinutes => 10*24*60? > }? > } > }) > ); > > Set(%SerivceBusinessHours, ( > Weekdays => { > 1 => {? > Name => 'Monday',? > Start => '10:00',? > End => '19:00', > Breaks => [ > { > Start => '13:30', > End => '14:00' > }, > { > Start => '17:00', > End => '17:15' > } > ] > }, > 2 => {? > Name => 'Tuesday',? > Start => '10:00',? > End => '19:00', > Breaks => [ > { > Start => '13:30', > End => '14:00' > }, > { > Start => '17:00', > End => '17:15' > } > ] > }, > 3 => {? > Name => 'Wednesday',? > Start => '10:00',? > End => '19:00', > Breaks => [ > { > Start => '13:30', > End => '14:00' > }, > { > Start => '17:00', > End => '17:15' > } > ] > }, > 4 => {? > Name => 'Thursday',? > Start => '10:00',? > End => '19:00', > Breaks => [ > { > Start => '13:30', > End => '14:00' > }, > { > Start => '17:00', > End => '17:15' > } > ] > }, > 5 => {? > Name => 'Friday',? > Start => '10:00',? > End => '19:00', > Breaks => [ > { > Start => '13:30', > End => '14:00' > }, > { > Start => '17:00', > End => '17:15' > } > ] > } > }) > ); > ------------------------------------------------------------------------- > > Now, there is a ticket which was created on 8th July with no SLA. Now I set > it's > SLA on 16th July. The system assigns it a due date of 27th July. Which is > definitely not 5 working days starting 8th neither it is 5 working days > starting > 16th. Am I doing something wrong??? > So after reading documentation again I found $ServiceBusinessHours{'Default'} and I was using Weekdays there. But even after changing it to Default instead of Weekdays gives me the same result. From me at nileshgr.com Sat Jul 16 01:05:08 2016 From: me at nileshgr.com (Nilesh) Date: Sat, 16 Jul 2016 10:35:08 +0530 Subject: [rt-users] SLA confusion In-Reply-To: References: <1468640846.10806.3.camel@nileshgr.com> Message-ID: <1468645508.18916.11.camel@nileshgr.com> On Sat, 2016-07-16 at 06:59 +0200, Ren? Seindal wrote: > You have the misspelling? > SerivceBusinessHours > in there. Fixed that & restarted the processes. Still same behaviour observed. Ticket with SLA of 3 days gets assigned a due date of 5th August! :-S From me at nileshgr.com Sat Jul 16 13:42:39 2016 From: me at nileshgr.com (Nilesh) Date: Sat, 16 Jul 2016 23:12:39 +0530 Subject: [rt-users] SLA confusion In-Reply-To: <1468645508.18916.11.camel@nileshgr.com> References: <1468640846.10806.3.camel@nileshgr.com> <1468645508.18916.11.camel@nileshgr.com> Message-ID: <1468690959.31748.7.camel@nileshgr.com> On Sat, 2016-07-16 at 10:35 +0530, Nilesh wrote: > On Sat, 2016-07-16 at 06:59 +0200, Ren? Seindal wrote: > > > > You have the misspelling? > > SerivceBusinessHours > > in there. > Fixed that & restarted the processes. Still same behaviour observed. Ticket > with > SLA of 3 days gets assigned a due date of 5th August! :-S This seems to be a bug in Business::Hours module, as I'm getting same results - tested with an independent script using same configuration that I posted in this is list earlier. From me at nileshgr.com Sun Jul 17 22:43:21 2016 From: me at nileshgr.com (Nilesh) Date: Mon, 18 Jul 2016 08:13:21 +0530 Subject: [rt-users] SLA confusion In-Reply-To: <1468690959.31748.7.camel@nileshgr.com> References: <1468640846.10806.3.camel@nileshgr.com> <1468645508.18916.11.camel@nileshgr.com> <1468690959.31748.7.camel@nileshgr.com> Message-ID: On Sat, Jul 16, 2016 at 11:12 PM, Nilesh wrote: > On Sat, 2016-07-16 at 10:35 +0530, Nilesh wrote: > > On Sat, 2016-07-16 at 06:59 +0200, Ren? Seindal wrote: > > > > > > You have the misspelling > > > SerivceBusinessHours > > > in there. > > Fixed that & restarted the processes. Still same behaviour observed. > Ticket > > with > > SLA of 3 days gets assigned a due date of 5th August! :-S > > This seems to be a bug in Business::Hours module, as I'm getting same > results - > tested with an independent script using same configuration that I posted > in this > is list earlier. > I studied the code of add_seconds subroutine in that module. It's not a bug, but rather wrong interpretation of docs by me. So I figured that setting BusinessMinutes to 1484 minutes will set the due date correctly to 3 working days since now. I guess this needs to be stated in the docs properly. -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.haberman at gmail.com Mon Jul 18 02:06:00 2016 From: john.haberman at gmail.com (John Habermann) Date: Mon, 18 Jul 2016 16:06:00 +1000 Subject: [rt-users] Charts not being displayed in Dashboard Message-ID: Hi I can't seem to get charts to display in my dashboards even though they display fine individually. I have had this issue in 4.2.10 and thought that it might be due to some upgrade issue but today I did a test install of the 4.4 release which was build with both Graphwiz and GD enabled and tried just creating 2 tickets in the default queue confirming that I could view them in a chart. After saving the chart I then created a new dashboard and added the chart to the dashboard but I have the same result where I just see a link (see testdashboard.png) and nothing is rendered below it. I don't see any errors in the rt-server output and from what I read in the Chart and Dashboard documentation there doesn't seem to be anything special that must be done but given I can't find anything on google regarding this issue I must have missed something really obvious. If anyone can shed some light on why this is happening it would be really appreciated. Thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: chart.png Type: image/png Size: 41647 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: testdashboard.png Type: image/png Size: 30806 bytes Desc: not available URL: From lstewart at internap.com Fri Jul 15 13:36:13 2016 From: lstewart at internap.com (Landon Stewart) Date: Fri, 15 Jul 2016 17:36:13 +0000 Subject: [rt-users] Recover original scripts in RT In-Reply-To: References: Message-ID: <36A55463-1899-4DBE-B53A-5AED8ACFEA82@internap.com> On Jul 15, 2016, at 10:32 AM, yugi > wrote: Hi I have one RT that is in production, that had suffer some deletes on the scripts that do the send of the emails ? I tried to create new ones to do RT send emails in CC and BCC again but without success. It sounds like you just need to recreate the global Scrip that does this: [cid:83379900-285D-4257-B334-5A7854A16D06 at corp.iweb.com] -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2016-07-15 at 10.35.00 AM.png Type: image/png Size: 72187 bytes Desc: Screen Shot 2016-07-15 at 10.35.00 AM.png URL: From shawn at bestpractical.com Mon Jul 18 18:50:09 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Mon, 18 Jul 2016 18:50:09 -0400 Subject: [rt-users] Charts not being displayed in Dashboard In-Reply-To: References: Message-ID: <4F7A0C81-9C98-47E9-AA98-8F8ECBCC4EBC@bestpractical.com> > On Jul 18, 2016, at 02:06, John Habermann wrote: > > Hi Hi John, > I can't seem to get charts to display in my dashboards even though they display fine individually. [?] This issue is fixed in RT 4.4.1, which is currently in release candidate phase. As a workaround, if you click the Update Chart button at the bottom of the page and save it again, it should subsequently show up on dashboards. > Thank you Thanks, Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From kevin.buckley.ecs.vuw.ac.nz at gmail.com Mon Jul 18 23:56:40 2016 From: kevin.buckley.ecs.vuw.ac.nz at gmail.com (Kevin Buckley) Date: Tue, 19 Jul 2016 15:56:40 +1200 Subject: [rt-users] RT 4.4: Leftover RTx Tables in DB Message-ID: Been following/using RT's Assets since the Extension days but had upgraded to RT 4.4.0rc1 a while back now. Came to run an SQL query, held in a file, against the underlying DB, so as to produce some output in a format that matches that shown in a vendor's portal display. Was mystified as to why a couple of recent additions to my Asset catalogs were not showing up. Eventually realied that the SQL query had been written thus SELECT SuppSNum.Content as 'Serial Num', RPAD(RTxAssets.Name, 20, ' ') as 'Host name', SuppSite.Content as 'Site Id', Warranty.Content as 'Expiration Date' FROM RTxAssets, ObjectCustomFieldValues as Warranty, ObjectCustomFieldValues as SuppSNum, ObjectCustomFieldValues as SuppSite ... so against the old RT::Extension tables, which are clearly still within the DB. Dropping the RTx so as to query the upgraded tables gave me the current details. Can I just bin the (two ?) RTx tables ? RTxAssets RTxCatalogs or are there "things to look out for" ? Kevin M. Buckley eScience Consultant School of Engineering and Computer Science Victoria University of Wellington New Zealand From kevin.buckley.ecs.vuw.ac.nz at gmail.com Tue Jul 19 01:36:20 2016 From: kevin.buckley.ecs.vuw.ac.nz at gmail.com (Kevin Buckley) Date: Tue, 19 Jul 2016 17:36:20 +1200 Subject: [rt-users] RT 4.4.0: Bulk Update doesn't offer "Select date" CFs Message-ID: Upgraded from 4.4.0rc1 to 4.4.0 so as to be able to use RT-Extension-Assets-Import-CSV-2.1 Noticed that Bulk Updates now works for Assets: deep joy ! Couldn't see two CFs that are defined as EntryHint "Select date" in the list of things to update in bulk: deep sorrow ! Just in case it's a local config thing, I had associated these two "dates" so that they appear within the Dates dialog area Set(%CustomFieldGroupings, 'RT::Asset' => { 'Dates' => ['Purchased', 'Warranty End'], 'Basics' => ['Model', 'Supp Site ID', 'Support S/N'], }, 'RT::User' => { 'Phones' => ['Eml'], }, ); Is that likely to have removed those CFs from the list of CFs that get presented to the Bulk Update page, or don't "dates" apppear there at present ? Kevin M. Buckley eScience Consultant School of Engineering and Computer Science Victoria University of Wellington New Zealand From shawn at bestpractical.com Tue Jul 19 10:50:25 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Tue, 19 Jul 2016 10:50:25 -0400 Subject: [rt-users] RT 4.4: Leftover RTx Tables in DB In-Reply-To: References: Message-ID: <4EA5768A-A8E9-4CCE-B933-04896BDB19D7@bestpractical.com> Hi Kevin, > On Jul 18, 2016, at 23:56, Kevin Buckley wrote: > Can I just bin the (two ?) RTx tables ? > > RTxAssets > RTxCatalogs > > or are there "things to look out for" ? You can indeed get rid of those tables. We keep them around during the automatic upgrade scripts in an abundance of caution. > Kevin M. Buckley Thanks, Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From pathiaki2 at yahoo.com Tue Jul 19 10:52:22 2016 From: pathiaki2 at yahoo.com (pathiaki2) Date: Tue, 19 Jul 2016 10:52:22 -0400 Subject: Pgsql... customroles does not exist Message-ID: Hi, Yes, I don't see it in the database tables at all. I have to assume that I missed a database upgrade script for PostgreSQL when I migrated. However, I can't seem to find it. Or, is there a pgsql command that I run to create the new tables? Thank you, Paul From shawn at bestpractical.com Tue Jul 19 11:25:30 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Tue, 19 Jul 2016 11:25:30 -0400 Subject: [rt-users] Pgsql... customroles does not exist In-Reply-To: References: Message-ID: > On Jul 19, 2016, at 10:52, pathiaki2 via rt-users wrote: > Hi, Hi Paul, > Yes, I don't see it in the database tables at all. I have to assume that I missed a database upgrade script for PostgreSQL when I migrated. However, I can't seem to find it. Or, is there a pgsql command that I run to create the new tables? The CustomRoles table is created by the 4.3.12 upgrade step (specifically, the file schema.Pg). You can inspect which upgrade steps you've run by visiting Admin -> Tools -> System Configuration then scrolling down to "RT upgrade history". > Thank you, > > Paul Best, Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From pathiaki2 at yahoo.com Tue Jul 19 11:59:55 2016 From: pathiaki2 at yahoo.com (pathiaki2) Date: Tue, 19 Jul 2016 11:59:55 -0400 Subject: [rt-users] Pgsql... customroles does not exist In-Reply-To: References: Message-ID: That was friggin' GLORIOUS. :-) Thank you, Shawn. That cleared up everything. :-) P. PS - I didn't know that system configuration page existed either! THANKS! On 07/19/2016 11:25, Shawn M Moore wrote: >> On Jul 19, 2016, at 10:52, pathiaki2 via rt-users wrote: >> Hi, > Hi Paul, > >> Yes, I don't see it in the database tables at all. I have to assume that I missed a database upgrade script for PostgreSQL when I migrated. However, I can't seem to find it. Or, is there a pgsql command that I run to create the new tables? > The CustomRoles table is created by the 4.3.12 upgrade step (specifically, the file schema.Pg). You can inspect which upgrade steps you've run by visiting Admin -> Tools -> System Configuration then scrolling down to "RT upgrade history". > >> Thank you, >> >> Paul > Best, > Shawn From john.haberman at gmail.com Tue Jul 19 15:43:03 2016 From: john.haberman at gmail.com (John Habermann) Date: Wed, 20 Jul 2016 05:43:03 +1000 Subject: [rt-users] Charts not being displayed in Dashboard In-Reply-To: <4F7A0C81-9C98-47E9-AA98-8F8ECBCC4EBC@bestpractical.com> References: <4F7A0C81-9C98-47E9-AA98-8F8ECBCC4EBC@bestpractical.com> Message-ID: Thank you Shawn this resolved the issue in both my 4.2.10 and 4.4 install. On Tue, Jul 19, 2016 at 8:50 AM, Shawn M Moore wrote: > > > On Jul 18, 2016, at 02:06, John Habermann > wrote: > > > > Hi > > Hi John, > > > I can't seem to get charts to display in my dashboards even though they > display fine individually. [?] > > This issue is fixed in RT 4.4.1, which is currently in release candidate > phase. > > As a workaround, if you click the Update Chart button at the bottom of the > page and save it again, it should subsequently show up on dashboards. > > > Thank you > > Thanks, > Shawn > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Moore at osbornewood.com Tue Jul 19 15:42:41 2016 From: Daniel.Moore at osbornewood.com (daniel.moore) Date: Tue, 19 Jul 2016 12:42:41 -0700 (MST) Subject: [rt-users] Forwarding Entire Ticket Fails to forward Message-ID: <1468957361736-62214.post@n7.nabble.com> Hello, I am trying to Forward an Entire ticket with all of the Transactions and histories. When we Click on Actions > Forward > (Enter our information and press Forward Message and Return) We see the "Message Recorded" at the top and then the transaction in the history but the email doesn't send and neither does it show a message about an email sending. I can send emails when I am forwarding a specific section of the history within the same ticket. I have looked at scripts and templates but I don't see anything that would make sense. I thought at first it was the Fetchmail program I am using but that didn't make sense either. This is what I see in the error log Use of uninitialized value in eval "string" at /opt/rt4/sbin/../lib/RT/Action/UserDefined.pm line 63. (/opt/rt4/sbin/../lib/RT/Action/UserDefined.pm:63) Any help on this would be greatly appreciated. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Forwarding-Entire-Ticket-Fails-to-forward-tp62214.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From shawn at bestpractical.com Wed Jul 20 13:12:03 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Wed, 20 Jul 2016 13:12:03 -0400 Subject: [rt-users] [rt-announce] RT 4.2.13 released Message-ID: <36969631-A3F8-427E-85B1-FB89D8E91D15@bestpractical.com> RT 4.2.13 -- 2016-07-20 ======================= We're pleased to announce the availability of RT 4.2.13. This release is a bugfix release; most notably, values in charts are now sorted numerically, and regression for time zones on date/time custom fields has been addressed. A complete list of improvements follows. https://download.bestpractical.com/pub/rt/release/rt-4.2.13.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.2.13.tar.gz.asc SHA1 sums eb155493ae8aa965a9571be47abe95ce7dd7a70c rt-4.2.13.tar.gz 4b760717439c6971bd5849e1b3401e7d6bb404cb rt-4.2.13.tar.gz.asc - Shawn M Moore, for Best Practical General User UI * Avoid race condition where a ticket's Started timestamp could be before its Created timestamp * Users without ability to update a saved search are no longer shown an Update button * IP custom field textboxes now wide enough for full IPv6 addresses (I#24565) * Self-service Cc field now allows for autocompleting multiple users * When possible sort charts numerically rather than ascii-betically * QuickCreate now respects DefaultQueue and RememberDefaultQueue (I#30913) * Make user preferences use label tags for better clickiness (I#30953) * Hide "Transaction has no content" from Extract Article (I#31027) * Improve CSRF detection by whitelisting more specific parameters (I#31090) * Empty selection boxes no longer render 1px wide (I#31316) * Show queue ID if the user can't see the queue name * Search builder display format now properly supports "large" sizing * Fix SMIME encoding issue (I#31155) * Improve messaging and logging around reminders that users can't see * Queue name on ticket display is now a link to a search for all active tickets in that queue * Support autocomplete custom fields in bulk update (I#15259) * Hint to the user that not all CF types are supported by bulk update, instead of silently excluding them (I#15259) * Improve compliance with RFC4480 for GPG armor lines (I#30372) * Restore behavior of $EditCustomFieldsSingleColumn config (I#18555) * Fix a regression with time zones in datetime custom fields (I#31674) * Fix certain attachment links containing HTML metacharacters from double escaping (I#31751) * Fix custom attachment URLs for self-service users (I#30960) Database * "schema" upgrade files no longer issue CREATE INDEX statements, instead there are now "indexes" upgrade files that describe the end state of the indexes RT requires. This better handles indexes that may have been deployed by hand or otherwise already exist. * We now correctly shred ObjectCustomFields records when shredding a CustomField * Add $MaxFulltextAttachmentSize RT_Config option (default: 0 meaning no limit) for tuning how very large attachments are included in the full-text index * Improve 4.0 upgrade scripts running under 4.2 Web Administration * We now record transactions for changes to queues * Improve visual design of Shredder forms Server Administration * Add missing dependency on Encode 2.64 * New RT_SiteConfig.pm files now get a "use utf8;" by default to allow config options to use Unicode * bcrypt cost has been doubled on schedule to improve password hashing security * Allow multiple --action and --action-arg options in rt-crontool * Fix "use of localtime without parentheses" warning * rt-email-dashboards now has a --log parameter for setting log level * Add config %ReferrerComponents to provide fine-grained control over referrer checking behavior * Clarify web config validation log messages (I#31117) * Add a no_ticket_transactions option to user shredder * Remove now-unnecessary dependency on Apache::DBI (I#31210) * Avoid DateTime::Locale versions 1.00 and 1.01 https://rt.cpan.org/Public/Bug/Display.html?id=110244 * Have ./configure test whether to use GNU-style syntax or BSD-style syntax for `find -perm` (I#31308) Developer * Improve test compatibility with File::Which 1.17 * Improve test compatibility with HTML::FormatText::WithLinks::AndTables * Remove unused RT::Shredder::Record * Transactions now have a ColumnMap * New callbacks: /Ticket/Create.html MassageCloneArgs /Admin/Queues/Modify.html FormStart /Ticket/Elements/ShowBasics AfterTimeLeft, AfterPriority, AfterQueue, and AfterTable /Ticket/Elements/ShowSummary AfterBasics, AfterPeople, AfterReminders, and AfterDates /Ticket/Graphs/index.html BeforeActionList, FormStart, AfterForm, and Default /Ticket/Update.html RightColumnBottom /Admin/CustomFields/Modify.html EndOfPage /Elements/CollectionAsTable/Row EachField /Dashboards/Subscription.html SubscriptionFormEnd, SubscriptionFields, and MassageSubscriptionFields /Elements/ShowTransactionAttachments BeforeAttachment * Improved callbacks: /Admin/CustomFields/Modify.html Initial adds $Results Documentation * New documentation on format strings (docs/format-strings.pod) for controlling how search results are displayed * Update documentation to expect that most installations will deploy fulltext search * Also remind users that they should set up backups in the README * Fix UPGRADING-4.2's description of PostgreSQL full-text search using GiST; it uses GIN indexes (I#31844) Internationalization * Adjust the string "CustomFields" to instead use the existing "Custom Fields" to ease translation * We now display translated ticket properties and statuses on graphs * Update translations for: Brazilian Portuguese, Czech, Finnish, French, German, Greek, Hungarian, Japanese, Latvian, Lithuanian, Occitan, Polish, Russian, Spanish, Swedish, and Turkish A complete changelog is available from git by running: git log rt-4.2.12..rt-4.2.13 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.12...rt-4.2.13 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From shawn at bestpractical.com Wed Jul 20 13:15:00 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Wed, 20 Jul 2016 13:15:00 -0400 Subject: [rt-users] [rt-announce] RT 4.4.1 released Message-ID: <655EFA85-852F-4929-A09D-A897D7EDCD21@bestpractical.com> RT 4.4.1 -- 2016-07-20 ====================== We're pleased to announce the availability of RT 4.4.1. This release addresses several bugs in RT 4.4.0 and also adds a few small but important features. The list of new features is included below, followed by bugfixes. https://download.bestpractical.com/pub/rt/release/rt-4.4.1.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.4.1.tar.gz.asc SHA1 sums a3c7aa5398af4f53c947b4bee8c91cecd5beb432 rt-4.4.1.tar.gz ae0308287bf1c42d2a3fe0a429f4c8715d15599d rt-4.4.1.tar.gz.asc - Shawn M Moore, for Best Practical New features * Administrators and users can now choose to place signatures above the quoted message in replies (RT_Config setting "SignatureAboveQuote" and the similarly named user preference). This also improves the specific spacing between quotes and signatures in all configurations. (I#31877) * Users may now choose to suppress dashboard email when all of its searches have no results. This is controlled by the new "Suppress if empty" checkbox on the subscription page. (I#30078) * The Dashboard subscription recipient options have been greatly expanded from a single text field (which happened to support multiple email address separated with a comma) to a robust user/group search. * Users may now select a specific language for each dashboard email subscription. Administrators can customize the method by which dashboard email language is chosen (including specifying an ultimate fallback other than English) with the @EmailDashboardLanguageOrder RT_Config option. * The "hide unset fields" preference now also hides unset custom fields, obsoleting RT::Extension::CustomField::HideEmptyValues. Additionally there is now a toggle button at the top right of the ticket display page for quickly toggling whether unset fields are hidden or shown. (I#31523) * There is a new SetInitialCustomField right that permits setting custom field values on records (tickets, assets, articles) while you are creating them. It does not permit modifying custom field values of existing records. Users with SetInitialCustomField but without ShowCustomField will still be able to specify a custom field value at create time but not see it afterwards. (I#14974) * Administrators and users can now choose to display queue dropdowns as an autocomplete field (RT_Config setting "AutocompleteQueues"), much like is available for Owners. If your RT instance has many queues this option improves performance and usability. (I#31291) * New config for hiding time worked, time estimated, and time left from unprivileged users in the self-service interface (RT_Config setting "HideTimeWorkedForUnprivilegedUsers"). This also adds a hook point RT::Ticket::CurrentUserCanSeeTime for further customization. (I#31302) * Long attachment lists can now be truncated to show only the X newest attachments, with an AJAX "Show all" link, (RT_Config setting "AttachmentListCount"). This should improve the performance and usability of both ticket display and ticket reply pages. General user UI * Eliminate console errors from Preview Scrip Recipients panel when there are no recipients * Avoid URL length errors from Preview Scrip Recipients panel when the messagebox has lots of content (I#31874) * Include MessageBoxRichText in JavaScript config to fix compatibility for RT::Extension::QuoteSelection * Support autocomplete custom fields in bulk update (I#15259) * Hint to the user that not all CF types are supported by bulk update, instead of silently excluding them (I#15259) * Exclude One-Time Cc and One-Time Bcc addresses from squelching (I#31386) * Restore behavior of $EditCustomFieldsSingleColumn config (I#18555) * Improve "reuse existing attachments" UI to match existing attachments UI (I#31709) * Improve ticket timer text-overflow styling (I#31713) * Switch from generating an explicit list of statuses to Status = '__Active__' and Status = '__Inactive__' throughout the UI, both improving performance and simplifying TicketSQL queries (I#31695 etc) * Switch queue search from queue ID to queue name for better usability * Fix keyboard shortcut ? command in self-service UI (I#31535) * Support / keyboard shortcut in self-service UI * Add ticket SLA to display columns for search results (I#31831) * Modernize UI of Articles display and modify * Display creator, created, and updated metadata on Articles pages * Fix searching for people associated with Assets (I#31546) * Support 4.4 attachment uploader in self-service UI (I#31845) * Fix bulk update check/clear all checkboxes (I#31667) * Fix poor rendering of "create [relationship] ticket in [queue]" when there are no existant links (I#31871) * Fix a regression with time zones in datetime custom fields (I#31674) * Ticket timers no longer pause when JavaScript stops running (I#31707) * Show the "include attachments" label on ticket reply only if there are attachments to include * Avoid showing an empty custom fields panel on ticket edit pages when user can see custom fields but cannot edit them * Fix new and existing charts that fail to render on dashboards (I#31557) * Fix certain attachment links containing HTML metacharacters from double escaping (I#31751) * Avoid failure to create tickets due to custom role rights (I#32069) * Avoid SQL errors when using article quicksearch (I#31987) Command-line * Add new sbin/rt-search-attributes script for searching for attributes matching criteria specified as Perl code (I#31294) * Fix issues around incorrect recipients in rt-crontool invocations with multiple actions Database * Add $MaxFulltextAttachmentSize RT_Config option (default: 0 meaning no limit) for tuning how very large attachments are included in the full-text index * Avoid indexing EmailRecord transactions as they duplicate content already available in the original Create, Correspond, and Comment transactions. This improves both indexing time and index size considerably. * Avoid creating transactions for, and bumping Last Updated of, tickets when migrating RT::Extension::SLA custom field values to the core SLA field (I#31924) * Add the new RT 4.4 Queue SortOrder column sooner in the 4.4 upgrade process to improve extension compatibility * Avoid errors during `make initdb` when ExternalAuth is enabled (I#32009) Web Administration * Add EscapeURI and EscapeHTML functions for use in email templates (I#31442) * Add RT::Action::AddPriority action for use with rt-crontool which simply increments the priority by $Argument every invocation Server Administration * Avoid DateTime::Locale version 1.01 https://rt.cpan.org/Public/Bug/Display.html?id=110244 * Have ./configure test whether to use GNU-style syntax or BSD-style syntax for `find -perm` * Several fixes around 4.0 and 4.2 upgrade scripts running under 4.4 * Fix migration of "SLA Disabled" for queues in the upgrade-sla script (I#31703) * Avoid overloading error caused by certain versions of Email::Address on Preview Scrips Recipients (I#31712) * Add explicit Pod::Select dependency since it was removed from Perl 5.18 (I#31873) * Add documentation for the now-core ExternalAuth and LDAPImport options in RT_Config (I#31464) * Automatically enable ExternalAuth when the ExternalSettings config option is declared, obviating the need for an explicit `Set($ExternalAuth, 1);` (I#31689) * Remove unnecessary dependencies on FCGI::ProcManager and Net::LDAP::Server::Test (I#31872) * Many cleanups in and improvements to our CPAN dependency install toolchain Developer * Remove unused RT::Shredder::Record * Add RT::Date->Strftime method (I#31435) * If content_like (or similar) tests fail, output the page content to a tmp file for debugging (I#31408) * Make autocomplete infrastructure more generic and extensible * Add missing %ARGS to ShowHistoryPage call in ShowHistory, improving RTIR compatibility * Fix missing CurrentUser parameter in RT::Interface::Email::Gateway to improve RT::Extension::CommandByMail compatibility * Fix Queue SLADisabled _CoreAccessible metadata to match schema's default value of 1 (I#31822) * Switch "hide unset fields" to be implemented with CSS for additional flexibility * Add CSS classes (for example `.admincc`) for many basic fields on ticket display * Allow setting SLA in RT::Queue->Create, which can be used in initialdata files (I#31823) * Improve ShowHistory compatibility with RTIR * Add stubs for the fields that had been removed from queues in 4.4 to improve compatibility with extensions and customizations (I#32019) * Fix tests to enable ExternalAuth * Added infrastructure for deprecating specific callbacks, as we consider them to be part of our stable API (RT::Interface::Web::Request %deprecated) * Deprecated callbacks: /Admin/CustomFields/Modify.html AfterUpdateCustomFieldValue * New callbacks: /Ticket/Update.html RightColumnBottom /Admin/CustomFields/Modify.html EndOfPage /Elements/CollectionAsTable/Row EachField /Dashboards/Subscription.html SubscriptionFormEnd, SubscriptionFields, and MassageSubscriptionFields /Elements/SelectOwnerDropdown ModifyOwnerListRaw and ModifyOwnerListSorted /Helpers/Autocomplete/Owners ModifyOwnerAutocompleteSearch /Elements/ShowTransactionAttachments BeforeAttachment * Improved callbacks: /Admin/CustomFields/Modify.html Initial adds $Results /Elements/MessageBox Default adds $DefaultRef and $MessageRef * Adjust TicketHistoryPage to reuse existing callbacks for TicketHistory Documentation * Add documentation for 4.4's $ShowHistory scroll option in RT_Config (I#31705) * Fix UPGRADING-4.2's description of PostgreSQL full-text search using GiST; it uses GIN indexes (I#31844) * Link to RT::Authen::ExternalAuth as a local document like the rest of RT's core modules, rather than as an external link to metacpan like we do for extensions (I#31957) * Update docs/authentication.pod to reflect RT::Authen::ExternalAuth and RT::LDAPImport (previously RT::Extension::LDAPImport) becoming part of core RT (I#31861) * Fix broken link in SLA documentation * Improve the upgrading documentation around migrating from RT::Extension::SLA to core SLA * Third-party source code packaging improvements (I#31900) * Link to our new RT wiki at https://rt-wiki.bestpractical.com Internationalization * Fix broken attachment upload UI for Catalan language (I#31864) * Fix JS compile errors for translations with apostrophes (specifically French) under infinite scroll (I#32090) * Update translations for: Finnish, Hungarian, Latvian, Lithuanian, Russian, Turkish, and UK English. A complete changelog is available from git by running: git log rt-4.4.0..rt-4.4.1 or visiting https://github.com/bestpractical/rt/compare/rt-4.4.0...rt-4.4.1 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From shawn at bestpractical.com Wed Jul 20 13:18:51 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Wed, 20 Jul 2016 13:18:51 -0400 Subject: [rt-users] [rt-announce] RT for Incident Response 4.0.0 released Message-ID: <8A9E8973-BF6F-406D-B4B5-CF16FDEA9B10@bestpractical.com> RTIR 4.0.0 - 2016-07-20 ======================= We're very excited to announce the availability of RTIR 4.0.0: the first release for the next major version of RTIR. We have completely rearchitected RTIR queues in order to significantly improve RTIR's flexibility and performance. As this is a new major version number, with many changes throughout the entire system, we urge you to carefully test your configuration and customizations. Additionally, RTIR 4.0.0 is the first release of RTIR compatible with RT 4.4. A quick note on the version number: while this next version of RTIR was under development, we had naturally labelled it RTIR 3.4. However, to reflect the significant architectural changes we made for constituencies and multiple queues, we decided to give this release a new major version number. If you're looking for the version of RTIR compatible with RT 4.4, RTIR 4.0 is it! If you are also upgrading to RT 4.4, be sure to also read its documentation, available at https://docs.bestpractical.com/rt/4.4/UPGRADING-4.4.html https://download.bestpractical.com/pub/rt/release/RT-IR-4.0.0.tar.gz https://download.bestpractical.com/pub/rt/release/RT-IR-4.0.0.tar.gz.asc SHA1 sums b660855cd7467cad1fec60b4050437dacb77cb91 RT-IR-4.0.0.tar.gz f0d9051b250e1d29570e64cd8c6d78310aeb7f64 RT-IR-4.0.0.tar.gz.asc A list of the major new features in RTIR 4.0.0 is included below. We'll be describing and demoing these new features in a series of blog posts on https://bestpractical.com/blog/ in the coming weeks. - Shawn M Moore, for Best Practical * The constituency system has been completely redesigned from the ground up. Don't worry, your existing constituencies will be migrated as part of the upgrade. Now constituencies get a full-fledged queue for each stage of the incident response workflow (one for each of reports, incidents, investigations, and countermeasures). This lets constituency queues tap into much more of RT's flexibility around custom fields, watchers, scrips, etc. This addresses many longstanding limitations around the previous constituency queue design, and significantly improves performance as well. * You may now have multiple queues for each type of RTIR queue: multiple Incident Report queues, multiple Incident queues, etc. Each of these queues may have its own custom fields, watchers, permissions, scrips, templates, and so on. We're excited to hear about how you make use of this new flexibility. * If a user has permissions to work with multiple constituencies, it is now possible to limit RTIR's web interface to a single constituency by clicking a link from the new "Work with constituency" box on the RTIR homepage. * Blocks have been renamed to Countermeasures to reflect their more generic use case. There were many, many changes throughout RTIR to support these major new features. Here is an abbreviated list of additional changes: General user UI * The main navigation menu for RTIR has been rearranged; RT's menus have been moved to underneath the RT heading. * Maintain message format when launching an Investigation (I#30786) * IPs, email addresses, etc which are annotated with buttons in messages now look like buttons (I#31259) * Clean up the visual design of the Lookup tool page * Make the blue header bar darker to hint you're within RTIR (I#31297) * It is currently no longer possible to simultaneously launch an Investigation on the Incident creation page due to the new architecture * Fix lowercase lifecycle display names on Lookup tool * Fix grammar error in Lookup tool * Improve support for infinite scroll (I#32137) * Fix broken attachment download links under infinite scroll (I#32084) * Suppress lookup and other RTIR auto linking in SelfService (I#31868) * Avoid error when all queues of a type are disabled * Avoid double concatenation of ?id=X on txn anchors * Allow users to set SLA on create, view the value, and update (I#32167) * Fix Search Builder submit for non-root WebPath Command-line * add_constituency now produces less output in the ordinary case, but if you want to see every change it makes, you can pass the new --verbose flag Mail * X-RT-Mail-Extension no longer sets constituency; instead you can now use ordinary RT features to filter incoming mail into the correct queue Web Administration * DutyTeams now have the ForwardMessage right by default * Different queues may now have a different default whois server, controlled by the "RTIR default WHOIS server" custom field Server Administration * $MaxInlineBody's default has changed from unlimited, which can cause performance issues, to 25kb * Bail out from `make initdb` early if RT::IR isn't in Plugins (I#31961) * Update required RT version from 4.4.0 to 4.4.1 (I#32093) Developer * Many of the methods in RTIR's codebase now produce explicit return values * RT::IR::FlushCustomFieldsCache is now a supported API * RT::IR::Test::Web's unused merge_ticket method has been removed * The guts of bin/add_constituency have been factored out into an RT::IR::ConstituencyManager which makes it much easier to create constituencies programmatically * Added a RT::IR->HREFTo helper function which maintains the user's currently-selected constituency * Innumerable API changes were made to support RTIR's constituency queues * The Lookup tool page now has four callbacks (BeforeCurrent, AfterCurrent, BeforeTools, AfterTools) * The body HTML tag now has an "rtir" class to aid in styling Documentation * Fix several POD errors * Improve clarity around RTIR install instructions A complete changelog is available from git by running: git log 3.2.0..4.0.0 or visiting https://github.com/bestpractical/rtir/compare/3.2.0...4.0.0 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From kevin.buckley.ecs.vuw.ac.nz at gmail.com Wed Jul 20 23:31:08 2016 From: kevin.buckley.ecs.vuw.ac.nz at gmail.com (Kevin Buckley) Date: Thu, 21 Jul 2016 15:31:08 +1200 Subject: [rt-users] RT 4.4.0: Bulk Update doesn't offer "Select date" CFs In-Reply-To: References: Message-ID: So, two days after I upgraded to 4.4.0, I see that 4.4.1 is out and, in the Changelog, I read: * Hint to the user that not all CF types are supported by bulk update, instead of silently excluding them (I#15259) however, I didn't get any hints about those date fields. Then again, perhaps the Changelog entry itself the "hint" ? From shawn at bestpractical.com Thu Jul 21 12:47:25 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Thu, 21 Jul 2016 12:47:25 -0400 Subject: [rt-users] RT 4.4.0: Bulk Update doesn't offer "Select date" CFs In-Reply-To: References: Message-ID: Hi Kevin, > On Jul 20, 2016, at 23:31, Kevin Buckley wrote: > > So, two days after I upgraded to 4.4.0, I see that 4.4.1 is out > and, in the Changelog, I read: > > * Hint to the user that not all CF types are supported by bulk update, > instead of silently excluding them (I#15259) > > however, I didn't get any hints about those date fields. I'm afraid your report of custom field grouping being dropped from bulk update didn't make it in time for the 4.4.1 release; we'll get that fixed up in 4.4.2. I've created a ticket for this: https://issues.bestpractical.com/Ticket/Display.html?id=32198 > Then again, perhaps the Changelog entry itself the "hint" ? Ouch :/ We strive to be better than _that_! In case you're curious about what we did change, see the following screenshots for how we've improved bulk update (both ticket and asset) for custom fields between 4.4.0 and 4.4.1. http://paste.sartak.org/rt-4.4.0-cf-bulk.png http://paste.sartak.org/rt-4.4.1-cf-bulk.png Thanks, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From reinhold at aiding.it Tue Jul 26 06:32:48 2016 From: reinhold at aiding.it (Reinhold Pescoller) Date: Tue, 26 Jul 2016 12:32:48 +0200 Subject: [rt-users] Default requestor for linked / child tickets Message-ID: Hi All, I have this question. Default rt sets for a new linked ticket (depend on or child ticket ) as requestor the requestor of the parent ticket. I would like to set the owner email address as requestor for the new child ticket. Where can I change this behavior? best regars From elacour at easter-eggs.com Tue Jul 26 07:09:09 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 26 Jul 2016 13:09:09 +0200 Subject: [rt-users] Default requestor for linked / child tickets In-Reply-To: References: Message-ID: Le 26/07/2016 ? 12:32, Reinhold Pescoller a ?crit : > Hi All, > > I have this question. Default rt sets for a new linked ticket (depend on > or child ticket ) as requestor the requestor of the parent ticket. I > would like to set the owner email address as requestor for the new child > ticket. > > Where can I change this behavior? > use the following callback (example, untested): rt/local/html/Callbacks/YourOrg/Ticket/Create.html/MassageClone <%init> $$Clone->{Requestors} = $CloneTicketObj->OwnerObj->EmailAddress; <%args> $ARGSRef => undef $Clone => undef $CloneTicketObj => undef you have to customize it to your needs and add error checking (what if there is no owner or if owner has no email address, ...) From beanstallk at gmail.com Tue Jul 26 09:23:27 2016 From: beanstallk at gmail.com (Jack Beanstallk) Date: Tue, 26 Jul 2016 14:23:27 +0100 Subject: [rt-users] Delegate permission to allow a group of users edit a queues autoreply template Message-ID: Hi, Is it possible to delegate permissions to allow a group of users (i.e. queueA-admins) edit the autoreply content template for that queue only? I can get to a point where I can edit the template name but not the actual content. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From fleon at seguroscatatumbo.com Tue Jul 26 13:53:04 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Tue, 26 Jul 2016 10:53:04 -0700 (MST) Subject: [rt-users] How to sync translations? Message-ID: <1469555584214-62234.post@n7.nabble.com> I have my own spanish translation (which i uploaded today in launchpad). It's about 99% complete. But today i upgraded to 4.4.1 and lost my changes (i did backup it first). What method should i use to put my file back and know which new lines need translating, if any? Are all new strings at the bottom of the file? I tried using diff but since the line numbers in the comments changed it shows up too many changes. Perhaps some script-fu to ignore all lines with comments? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-sync-translations-tp62234.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Markus.Wildbolz at magna.com Wed Jul 27 02:29:23 2016 From: Markus.Wildbolz at magna.com (Wildbolz, Markus (MCG-I, MLC)) Date: Wed, 27 Jul 2016 06:29:23 +0000 Subject: [rt-users] How to sync translations? Message-ID: Hi! Have you tried https://poedit.net/ Had good experience with that in the past... BR, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrislist at de-punkt.de Wed Jul 27 03:18:19 2016 From: chrislist at de-punkt.de (Christopher Kunz) Date: Wed, 27 Jul 2016 09:18:19 +0200 Subject: [rt-users] "Ticketmaster of the day" functionality Message-ID: Hi all, what's the easiest way to implement a functionality where - one person per day is made "Ticket master" and receives all incoming new tickets as well as replies to unowned tickets - Nobody else receives these mails - Across several queues (3-5) Can this be accomplished using a scrip? Would I be better off just forwarding all mail to a specific mail alias (a CC or AdminCC with a role contact like ticketmaster at mycompany.com), and then updating that mail alias daily? Thanks for some pointers! Regards, --ck From alex at chmrr.net Wed Jul 27 05:00:00 2016 From: alex at chmrr.net (Alex Vandiver) Date: Wed, 27 Jul 2016 02:00:00 -0700 Subject: [rt-users] How to sync translations? In-Reply-To: <1469555584214-62234.post@n7.nabble.com> References: <1469555584214-62234.post@n7.nabble.com> Message-ID: <20160727020000.5afa3bb2@thraddash.chmrr.net> On Tue, 26 Jul 2016 10:53:04 -0700 (MST) fleon wrote: > I have my own spanish translation (which i uploaded today in launchpad). It's > about 99% complete. But today i upgraded to 4.4.1 and lost my changes (i did > backup it first). Looks like there were failures importing your changes: https://translations.launchpad.net/rt/4.4/+imports Namely, line 5997 has an extra " at end of line. Fix those up and re-upload. Once that imports, you can export the translations (see below) and look for new untranslated strings. > What method should i use to put my file back and know which new lines need > translating, if any? Are all new strings at the bottom of the file? The .po file is sorted alphabetically. > I tried using diff but since the line numbers in the comments changed it > shows up too many changes. Perhaps some script-fu to ignore all lines with > comments? If you export the translations from Launchpad as a tarball from https://translations.launchpad.net/rt/4.4/+export , it will email you a link. Pass that link to: devel/tools/rt-message-catalog rosetta the-url-from-email-here ...and it will merge in the translations from Launchpad into your local share/po/*.po files, preferring translations from launchpad but leaving any new local translations. - Alex From fleon at seguroscatatumbo.com Wed Jul 27 06:45:35 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Wed, 27 Jul 2016 03:45:35 -0700 (MST) Subject: [rt-users] How to sync translations? In-Reply-To: <20160727020000.5afa3bb2@thraddash.chmrr.net> References: <1469555584214-62234.post@n7.nabble.com> <20160727020000.5afa3bb2@thraddash.chmrr.net> Message-ID: <1469616335490-62238.post@n7.nabble.com> OK, i fixed the unterminated string (had an extra double quote at the end) and reuploaded. I will try that script as soon as my file imports. I spent about 3 hours yesterday morning translating almost everything and was going to basically restart from scratch in the new .po file. Also, since there are some translations i don't quite agree with (partly because there are many spanish variations between our countries) i want my modifications to remain for already existing strings. Also, i have seen some parts in RT that aren't translatable, and even some parts that expect a translation but the original string doesn't exist so it looks in the web browser as "loc(Take)" for example. Do i report these on RT's own RT instance? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-sync-translations-tp62234p62238.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaron.techgeeks at gmail.com Wed Jul 27 09:56:53 2016 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Wed, 27 Jul 2016 08:56:53 -0500 Subject: [rt-users] 4.4.1 autocreate on submission error Message-ID: Hello, I've been using RT since 3.x days and last week I moved from 4.2.12 to 4.4.1. I thought all was working OK as I was receiving tickets but apparently new users can't submit tickets via email. This was all working properly with previous versions using the ldap plugins. During upgrade there I went into MySQL and nulled the values in "ExternalContactInfoId" and "ExternalAuthID" to get the upgrade to complete. here is some log data from the failed submission: [debug]: RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User /opt/rt4/sbin/../lib/RT/User.pm 699 with: Comments: Autocreated on ticket submission, Disabled: , EmailAddress: user at domain.org, Name: user at domain.org, Privileged: , RealName: Jones, User (/opt/rt4/sbin/../lib/RT/User.pm:735) [4255] [Mon Jul 25 19:25:24 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Address1: Finance, City: Administration Office, Comments: Autocreated on ticket submission, Country: , Disabled: , EmailAddress: user at domain.org, ExternalAuthId: JonesU, Gecos: JonesU, Name: JonesU, Organization: , Privileged: , RealName: User, State: , WorkPhone: , Zip: (/opt/rt4/sbin/../lib/RT/User.pm:811) [4255] [Mon Jul 25 19:25:24 2016] [warning]: DBD::mysql::st execute failed: Unknown column 'ExternalAuthId' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586) [4255] [Mon Jul 25 19:25:24 2016] [warning]: RT::Handle=HASH(0x7f07508) couldn't execute the query 'INSERT INTO Users (Comments, City, RealName, State, EmailAddress, Password, WorkPhone, Zip, id, Organization, LastUpdated, Creator, Gecos, Country, LastUpdatedBy, Address1, Created, Name, ExternalAuthId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599. [4516] [Mon Jul 25 19:13:15 2016] [error]: Could not create a new user - Comments-Autocreated on ticket submission-City-Administration Office-RealName-Heather-State--EmailAddress-user at domain.org-Gecos-JonesU-Password-*NO-PASSWORD*-Country--Address1-Finance-WorkPhone--Zip--Organization--Name-JonesU-ExternalAuthId-JonesU (/opt/rt4/sbin/../lib/RT/User.pm:193) [4516] [Mon Jul 25 19:13:20 2016] [critical]: Failed to create user user at domain.org: Could not create user (/opt/rt4/sbin/../lib/RT/User.pm:546) [4516] [Mon Jul 25 19:13:20 2016] [crit]: Permission Denied: You do not have permission to communicate with RT (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:698) Is the problem the "ExternalAuthID" in mySQL (per the logs)? or a misconfiguration? Thanks, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey.pilant at bayer.com Wed Jul 27 14:17:33 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Wed, 27 Jul 2016 18:17:33 +0000 Subject: [rt-users] "Ticketmaster of the day" functionality Message-ID: <3135BE7DD2D7484C840CDD011A999B7456DA02C6@MOXCXR.na.bayer.cnb> Christopher Kunz wrote: > what's the easiest way to implement a functionality where > - one person per day is made "Ticket master" and receives all incoming > new tickets as well as replies to unowned tickets > - Nobody else receives these mails > - Across several queues (3-5) > Can this be accomplished using a scrip? > > Would I be better off just forwarding all mail to a specific mail alias > (a CC or AdminCC with a role contact like ticketmaster at mycompany.com), > and then updating that mail alias daily? Don't do it this way. You will end up with missed new ticket email scattered across multiple email accounts. Make a dedicated account to log in as that handles this role. It can be assigned to a new person each day, and any missed emails will still be in the inbox (or spam folder) for later retrieval. You may be able to set up access from other users (like a secretary can access the boss's email). This secondary access could be assigned each day as well. If you have secondary access, you may not need to add/remove people to access, since any activity should be recorded by the user's own account. If they have to log in as that particular special user, you lose some of that accountability. It may not be important to you. Create a user group for this role in RT as well. Each day, assign whichever member is handling things to that group and un-assign the previous person. All rights for dealing with such tickets belong to the group, so you don't have to mess with user permissions. Each transaction gets logged against the user, not the group, so you know who did what. /jeff ________________________________________________________________________ The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. ________________________________________________________________________ From dundir at gmail.com Wed Jul 27 14:51:45 2016 From: dundir at gmail.com (Nathan) Date: Wed, 27 Jul 2016 11:51:45 -0700 Subject: [rt-users] RT4.4 ExternalAuth & LDAPImport Issues Message-ID: Hi there, I've been attempting to get RT4.4 up and running with LDAP Authentication and have run across a number of problems trying to isolate the issue. I'm hoping someone can help me in the right direction to get authentication working with import. I've been approaching the setup in stages, the plan being Basic Setup first(local root login) -> LDAP Setup -> Mailgate Setup. I'll include the SiteConfig below at the bottom, and here's the problem: Set($ExternalAuthPriority, ['LDAP']); Set($ExternalInfoPriority, ['LDAP']); *Case (1) *Authentication Fails, User cannot be created, hard internal error. Set($ExternalAuthPriority, ['LDAP']); #Set($ExternalInfoPriority, ['LDAP']); *Case (2)* Authentication Succeeds, User created as Privileged=0, obviously no Import with Info Commented. External Settings are set up as such: Set($ExternalSettings, { 'LDAP' => { 'type' => 'ldap', 'server' => '192.168.2.6', 'user' => 'ldapreader', 'pass' => 'password', 'base' => 'ou=branch,dc=test,dc=local', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, #'group' => 'CN=RTUsers,OU=Security Groups,branch,DC=test,DC=local', 'group_scope' => 'sub', #'group_attr' => 'memberOf', #'group_attr_value' => 'cn=RTUsers,ou=Security Groups,ou=branch,dc=test,dc=local' }, } ); *The log (1)* [26664] [Wed Jul 27 18:02:06 2016] [debug]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1454) [26664] [Wed Jul 27 18:02:06 2016] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT receives emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:531) [26664] [Wed Jul 27 18:02:06 2016] [debug]: Attempting to use external auth service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:288) [26664] [Wed Jul 27 18:02:06 2016] [debug]: Calling UserExists with $username (tuser) and $service (LDAP) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:329) [26664] [Wed Jul 27 18:02:06 2016] [debug]: UserExists params: username: tuser , service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:486) [26664] [Wed Jul 27 18:02:06 2016] [debug]: LDAP Search === Base: ou=branch,dc=test,dc=local == Filter: (&(objectClass=*)(sAMAccountName=tuser)) == Attrs: telephoneNumber,sAMAccountName,streetAddress,postalCode,sAMAccountName,cn,co,st,mail,physicalDeliveryOfficeName,sAMAccountName,l (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:516) [26664] [Wed Jul 27 18:02:06 2016] [debug]: RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User /opt/rt4/sbin/../lib/RT/User.pm 699 with: Disabled: , EmailAddress: , Gecos: tuser, Name: tuser, Privileged: (/opt/rt4/sbin/../lib/RT/User.pm:735) [26664] [Wed Jul 27 18:02:06 2016] [debug]: Attempting to get user info using this external service: LDAP (/opt/rt4/sbin/../lib/RT/User.pm:743) [26664] [Wed Jul 27 18:02:06 2016] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/sbin/../lib/RT/User.pm:752) [26664] [Wed Jul 27 18:02:06 2016] [debug]: LDAP Search === Base: ou=branch,dc=test,dc=local == Filter: (&(objectClass=*)(sAMAccountName=tuser)) == Attrs: telephoneNumber,sAMAccountName,streetAddress,postalCode,sAMAccountName,cn,co,st,mail,physicalDeliveryOfficeName,sAMAccountName,l (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:404) [26664] [Wed Jul 27 18:02:06 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Address1: , City: Geronimo, Country: United States, Disabled: , EmailAddress: tuser at test.com, ExternalAuthId: tuser, Gecos: tuser, Name: tuser, Organization: , Privileged: , RealName: Test User, State: CA, WorkPhone: 111-222-3333 x10, Zip: 01234 (/opt/rt4/sbin/../lib/RT/User.pm:811) [26664] [Wed Jul 27 18:02:06 2016] [warning]: DBD::mysql::st execute failed: Unknown column 'ExternalAuthId' in 'field list' at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 586, line 755. (/usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm:586) [26664] [Wed Jul 27 18:02:06 2016] [warning]: RT::Handle=HASH(0x9b09a48) couldn't execute the query 'INSERT INTO Users (City, Organization, EmailAddress, Gecos, Created, ExternalAuthId, Creator, LastUpdatedBy, State, RealName, id, Country, Zip, Address1, Name, Password, WorkPhone, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 599, line 755. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x9b09a48), "INSERT INTO Users (City, Organization, EmailAddress, Gecos, C"..., "Geronimo", undef, "tuser\@test.com", "tuser", "2016-07-27 18:02:06", "tuser", ...) called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 352 DBIx::SearchBuilder::Handle::Insert(RT::Handle=HASH(0x9b09a48), "Users", "City", "Geronimo", "Organization", undef, "EmailAddress", "tuser\@ test.com", ...) called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert(RT::Handle=HASH(0x9b09a48), "Users", "City", "Geronimo", "Organization", undef, "EmailAddress", "tuser\@ test.com", ...) called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Record.pm line 1320 DBIx::SearchBuilder::Record::Create(RT::User=HASH(0x9b998c0), "Organization", undef, "EmailAddress", "tuser\@test.com", "City", "Geronimo", "Created", ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 317 RT::Record::Create(RT::User=HASH(0x9b998c0), "id", 65, "State", "LP", "ExternalAuthId", "tuser", "Organization", ...) called at /opt/rt4/sbin/../lib/RT/User.pm line 187 RT::User::Create(RT::User=HASH(0x9b998c0), "Privileged", 0, "Name", "tuser", "Gecos", "tuser") called at /opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm line 350 RT::Authen::ExternalAuth::DoAuth(HASH(0x9b04988), "tuser", "password") called at /opt/rt4/share/html/Elements/DoAuth line 57 HTML::Mason::Commands::__ANON__("pass", "password", "next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser") called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x9b99938), "pass", "password", "next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser") called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, "pass", "password", "next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser") called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 308 RT::Interface::Web::HandleRequest(HASH(0x9b65a78)) called at /opt/rt4/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__("next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser", "pass", "password") called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x9bc4930), "next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser", "pass", "password") called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1297 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, "next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser", "pass", ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 481 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 481 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 433 HTML::Mason::Request::exec(RT::Interface::Web::Request=HASH(0x991af70)) called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 96 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec(RT::Interface::Web::Request=HASH(0x991af70)) called at /usr/local/share/perl/5.18.2/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, "next", "f32dc9ca801c9ee4f0d23a977b48b74b", "user", "tuser", "pass", "password") called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 59 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason(HTML::Mason::PSGIHandler::Streamy=HASH(0x99176d0), HASH(0x990c3b0), HASH(0x92290f8)) called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__(CODE(0x9bb3940)) called at /usr/local/share/perl/5.18.2/Plack/Util.pm line 339 Plack::Util::__ANON__(CODE(0x9b57078)) called at /usr/local/share/perl/5.18.2/Plack/Handler/FCGI.pm line 147 Plack::Handler::FCGI::run(Plack::Handler::FCGI=HASH(0x9ac96a0), CODE(0x9a8c870)) called at /usr/local/share/perl/5.18.2/Plack/Loader.pm line 84 Plack::Loader::run(Plack::Loader=HASH(0x92092c0), Plack::Handler::FCGI=HASH(0x9ac96a0)) called at /usr/local/share/perl/5.18.2/Plack/Runner.pm line 277 Plack::Runner::run(RT::PlackRunner=HASH(0x287c458)) called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 eval {...} called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 RT::PlackRunner::run(RT::PlackRunner=HASH(0x287c458)) called at /opt/rt4/sbin/rt-server.fcgi line 162 (/usr/local/share/perl/5.18.2/Carp.pm:170) [26664] [Wed Jul 27 18:02:06 2016] [warning]: Use of uninitialized value $args{"Organization"} in join or string at /opt/rt4/sbin/../lib/RT/User.pm line 193, line 755. (/opt/rt4/sbin/../lib/RT/User.pm:193) [26664] [Wed Jul 27 18:02:06 2016] [warning]: Use of uninitialized value $args{"Address1"} in join or string at /opt/rt4/sbin/../lib/RT/User.pm line 193, line 755. (/opt/rt4/sbin/../lib/RT/User.pm:193) [26664] [Wed Jul 27 18:02:06 2016] [error]: Could not create a new user - State-CA-ExternalAuthId-tuser-Organization--EmailAddress-tuser at test.com-City-Geronimo-WorkPhone-111-222-3333 x10-Password-*NO-PASSWORD*-Name-tuser-Address1--Zip-01234-Gecos-tuser-Country-United States-RealName-Test User (/opt/rt4/sbin/../lib/RT/User.pm:193) [26664] [Wed Jul 27 18:02:06 2016] [error]: Couldn't create user tuser: Could not create user (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:355) [26664] [Wed Jul 27 18:02:06 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) [26664] [Wed Jul 27 18:02:06 2016] [error]: FAILED LOGIN for tuser from 10.0.0.50 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) *The log (2)* [26431] [Wed Jul 27 17:50:13 2016] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled) cannot be externally-sourced (/opt/rt4/sbin/../lib/RT/Config.pm:1112) [26431] [Wed Jul 27 17:50:13 2016] [debug]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1454) [26431] [Wed Jul 27 17:50:13 2016] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT receives emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:531) [26431] [Wed Jul 27 17:50:14 2016] [debug]: Attempting to use external auth service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:288) [26431] [Wed Jul 27 17:50:14 2016] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:316) [26431] [Wed Jul 27 17:50:14 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) [26431] [Wed Jul 27 17:50:14 2016] [debug]: Attempting to use external auth service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:288) [26431] [Wed Jul 27 17:50:14 2016] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:316) [26431] [Wed Jul 27 17:50:14 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Attempting to use external auth service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:288) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Calling UserExists with $username (nsinger) and $service (LDAP) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:329) [26431] [Wed Jul 27 17:50:22 2016] [debug]: UserExists params: username: tuser , service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:486) [26431] [Wed Jul 27 17:50:22 2016] [debug]: LDAP Search === Base: ou=branch,dc=test,dc=local == Filter: (&(objectClass=*)(sAMAccountName=tuser)) == Attrs: telephoneNumber,physicalDeliveryOfficeName,mail,co,l,postalCode,cn,sAMAccountName,streetAddress,sAMAccountName,st,sAMAccountName (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:516) [26431] [Wed Jul 27 17:50:22 2016] [info]: Autocreated external user tuser ( 63 ) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:358) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Loading new user ( tuser ) into current session (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:364) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Password validation required for service - Executing... (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:381) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Trying external auth service: LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:200) [26431] [Wed Jul 27 17:50:22 2016] [debug]: LDAP Search === Base: ou=branch,dc=test,dc=local == Filter: (&(sAMAccountName=tuser)(objectClass=*)) == Attrs: dn (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:233) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Found LDAP DN: CN=Test User,OU=Test,OU=Users,OU=branch,DC=test,DC=local (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:267) [26431] [Wed Jul 27 17:50:22 2016] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( LDAP ): tuser (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:348) [26431] [Wed Jul 27 17:50:22 2016] [debug]: LDAP password validation result: 1 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:560) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Password Validation Check Result: 1 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:385) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:405) [26431] [Wed Jul 27 17:50:22 2016] [info]: Successful login for tuser from UNKNOWN (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:445) [26431] [Wed Jul 27 17:50:22 2016] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt4/share/html/Elements/DoAuth:58) *SiteConfig.PM*use utf8; # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. # # You may also split settings into separate files under the etc/RT_SiteConfig.d/ # directory. All files ending in ".pm" will be parsed, in alphabetical order, # after this file is loaded. # Configuration Set($rtname, 'test.com'); Set($Organization, 'rt.test.com'); Set($Timezone, 'US/Pacific'); Set($WebDomain, 'rt.test.com'); Set($WebPort, 443); Set($WebPath, ''); # Set Ticket Database User Set($DatabaseHost, "localhost"); Set($DatabaseUser, "rt_user"); #Set($DatabaseUser, "root"); #Set($DatabasePassword, 'password'); Set($DatabasePassword, 'password'); Set($DatabaseName, 'rt4'); Set($OwnerEmail, 'rt at test.com'); #Set($DatabaseAdmin, "root"); # Logging Set($LogToSTDERR, 'debug'); Set($LogToFile, 'debug'); Set($LogDir, '/opt/rt4/var/log/'); Set($LogToFileNamed, 'rt.log'); Set($LogToSyslog, 'debug'); Set($LogToScreen, "error"); # Web Fallback #Set($WebFallbackToInternalAuth, 1); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them: # Plugin( "RT::Authen::ExternalAuth" ); #Set( $WebRemoteUserAutocreate, 1); Set( $UserAutocreateDefaultsOnLogin, {Privileged => 0}); # LDAP Authentication & Import # Needed for local login of root # Set($ExternalAuth, 1); No Longer Needed as ExternalAuth is now set when External Settings defined. Notes: Difficult to toggle execution of External Auth during troubleshooting without comment block quotes. Set($ExternalAuthPriority, ['LDAP']); #Set($ExternalInfoPriority, ['LDAP']); Set($AutoCreateDefaultsOnLogin, { Privileged => 0 } ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'LDAP' => { 'type' => 'ldap', 'server' => '192.168.2.6', 'user' => 'ldapreader', 'pass' => 'password', 'base' => 'ou=branch,dc=test,dc=local', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, #'group' => 'CN=RTUsers,OU=Security Groups,branch,DC=test,DC=local', 'group_scope' => 'sub', #'group_attr' => 'member', #'group_attr_value' => 'cn=RTUsers,ou=Security Groups,ou=branch,dc=test,dc=local' }, } ); ##LDAP Configurations #LDAP Authentication ##LDAP USER IMPORT #Set($LDAPHost, '192.168.2.6'); #Set($LDAPUser, 'ldapreader'); #Set($LDAPPassword, 'password'); #Set($LDAPFilter, '(&(cn = users))'); Set($LDAPCreatePrivileged, 1); Set($LDAPUpdateUsers, 1); # #Set($LDAPMapping, {Name => 'sAMAccountName', # required # EmailAddress => 'mail', # RealName => 'cn', # WorkPhone => 'telephoneNumber', # Organization => 'physicalDeliveryOfficeName'}); # # Set($LDAPBase, "ou=branch,dc=test,dc=local"); # Set($LDAPGroup, "cn=RTUsers,ou=Security Groups,ou=branch,dc=test,dc=local"); 1; #------------------------------------------------------------------------------- Ideally I would like to have it check a group for membership and then allow privileged login if a member. The documentation wasn't very clear on how the commented external settings (group, group, group_attr, and group_attr_value) interact. The only minor success was with case (2) which is the SiteConfig I included. The only deviation from the README during the base installation is the use of www-data instead of www for groups and file permissions. I went through the archive completely before reaching out. Any help is much appreciated. - Nathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From dparter at cs.wisc.edu Wed Jul 27 16:09:49 2016 From: dparter at cs.wisc.edu (David Parter) Date: Wed, 27 Jul 2016 15:09:49 -0500 Subject: [rt-users] prevent moving tickets to a queue, but still make the queue visible? Message-ID: <64c6f6bf-960e-69f5-a5b3-cd006a0449d3@cs.wisc.edu> I have searched, and experimented, but have not found the answer. I want to prevent anyone except a specific group moving tickets to a particular queue, but I still want that queue and the tickets in the queue to be visible to other groups. Most of our queues should not be restricted. It seems that the permission that controls moving a ticket to a different queue is "modify tickets" which is based on the queue that the ticket is currently in, not the queue that the ticket is moving to. Is there a way to do that? Any advice or ideas would be appreciated. Thanks, --david -- David Parter Director of Academic Computing Services University of Wisconsin Computer Sciences Department dparter at cs.wisc.edu 608-262-0608 From elacour at easter-eggs.com Thu Jul 28 03:14:17 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 28 Jul 2016 09:14:17 +0200 Subject: [rt-users] prevent moving tickets to a queue, but still make the queue visible? In-Reply-To: <64c6f6bf-960e-69f5-a5b3-cd006a0449d3@cs.wisc.edu> References: <64c6f6bf-960e-69f5-a5b3-cd006a0449d3@cs.wisc.edu> Message-ID: <87f3e9d0-2dab-ba99-d38a-a0654b33d75a@easter-eggs.com> Le 27/07/2016 ? 22:09, David Parter a ?crit : > I have searched, and experimented, but have not found the answer. > > I want to prevent anyone except a specific group moving tickets to a > particular queue, but I still want that queue and the tickets in the > queue to be visible to other groups. Most of our queues should not be > restricted. > > It seems that the permission that controls moving a ticket to a > different queue is "modify tickets" which is based on the queue that the > ticket is currently in, not the queue that the ticket is moving to. > yes > Is there a way to do that? Any advice or ideas would be appreciated. > the needed right is not easy to implement in RT because there is needed parameter such as grant right "MoveTicket" on a queue with parameter such as "from" or "to". Thought you can prevent your users from doing this on the UI with two methods: Using lifecycles: - create two lifecycles in your config, with same status/transitions if needed, but different names, one for each queue. And *do not set a mapping* between those lifecycles. RT will refuse to move tickets between the queues. But no one will be able to move them. Using callbacks: use callbacks such as rt/local/html/Callbacks/YourOrg/Ticket/Modify.html/Default and in this callback, check if there is a queue change ($$ARGSRef{Queue}), and if so, get groups for $session{'CurrentUser'} and if the user is not in the allowed group, push a message in @$results and block update with $$skip_update = 1 you may have to do this in one or two other places such as Search/Bulk.html and Ticket/ModifyAll.html I suppose. From elacour at easter-eggs.com Thu Jul 28 03:47:21 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 28 Jul 2016 09:47:21 +0200 Subject: [rt-users] Default requestor for linked / child tickets In-Reply-To: <64fd8428-ec8c-d99d-3f34-cb379fc9e701@aiding.it> References: <255c2ef1-8362-eb80-c050-ae26823b61e7@aiding.it> <7f35bad3-55b2-f2a8-2680-9ca58309b53e@easter-eggs.com> <280ff744-7b03-b6f3-7718-565f8cc10ada@aiding.it> <4e994377-404b-a642-c619-3943c2ba35e3@easter-eggs.com> <64fd8428-ec8c-d99d-3f34-cb379fc9e701@aiding.it> Message-ID: <86c88945-1b25-8802-b835-acfba5369f72@easter-eggs.com> Le 28/07/2016 ? 09:23, Reinhold Pescoller a ?crit : > >>> >> it should works (it works here). What version of RT are you using. Can >> you send me the full error log? >> >> >> I see that your callback is named "MassageCloneArgs". Is this a typo in >> this email, there is no "Args" at the end. >> >> >> >> > I use version 4.4.0. > > In my Create.html i found this name: > > $m->callback( CallbackName => 'MassageCloneArgs', ARGSRef => $clone, > Queue => $Queue ); > > > I see, I used a self made callback: $m->callback( CallbackName => "MassageClone", Clone => \$clone, CloneTicketObj => $CloneTicketObj, ARGSRef => \%ARGS ); Which pass the original ticketobj, so with the new standard MassageCloneArgs, the code should looks like: <%init> my $CloneTicketObj = LoadTicket( $$DECODED_ARGS{'CloneTicket'} ); $$ARGSRef{Requestors} = $CloneTicketObj->OwnerObj->EmailAddress; <%args> $ARGSRef => undef -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Thu Jul 28 03:52:23 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 28 Jul 2016 09:52:23 +0200 Subject: [rt-users] Default requestor for linked / child tickets In-Reply-To: <86c88945-1b25-8802-b835-acfba5369f72@easter-eggs.com> References: <255c2ef1-8362-eb80-c050-ae26823b61e7@aiding.it> <7f35bad3-55b2-f2a8-2680-9ca58309b53e@easter-eggs.com> <280ff744-7b03-b6f3-7718-565f8cc10ada@aiding.it> <4e994377-404b-a642-c619-3943c2ba35e3@easter-eggs.com> <64fd8428-ec8c-d99d-3f34-cb379fc9e701@aiding.it> <86c88945-1b25-8802-b835-acfba5369f72@easter-eggs.com> Message-ID: Le 28/07/2016 ? 09:47, Emmanuel Lacour a ?crit : > > > I see, I used a self made callback: > > > $m->callback( CallbackName => "MassageClone", Clone => \$clone, > CloneTicketObj => $CloneTicketObj, ARGSRef => \%ARGS ); > > > Which pass the original ticketobj, so with the new standard > MassageCloneArgs, the code should looks like: > > > <%init> > my $CloneTicketObj = LoadTicket( $$DECODED_ARGS{'CloneTicket'} ); > $$ARGSRef{Requestors} = $CloneTicketObj->OwnerObj->EmailAddress; > > <%args> > $ARGSRef => undef > > > for the record: https://issues.bestpractical.com/Ticket/Display.html?id=32212 -- 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 Markus.Wildbolz at magna.com Thu Jul 28 07:35:10 2016 From: Markus.Wildbolz at magna.com (Wildbolz, Markus (MCG-I, MLC)) Date: Thu, 28 Jul 2016 11:35:10 +0000 Subject: [rt-users] 4.4.1 autocreate on submission error Message-ID: <99113718fbcb4d038517779325d4aa8b@FRAMSEX01.magna.global> Hi! Could it be possible, that you have the field ExternalAuthId specified in your attr_map in RT_Siteconfig? This field does not exist anymore on 4.4.1 so it leads to an error when inserting... BR, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: