)" shorthand as a way to refer to man pages is traditional Unix-ese, derived from the page headers of the V7 Research Unix system manual (a thing made of actual paper.) From TBecker at frankenbach.com Tue Oct 11 01:26:27 2016 From: TBecker at frankenbach.com (TBecker at frankenbach.com) Date: Tue, 11 Oct 2016 07:26:27 +0200 Subject: [rt-users] Asset Search handling/customization Message-ID: Hello All, we run RT Verion 4.4.1 and try to manage our assets with the system. We created custom fields and work with them to track the internal id of an asset. I now run into two problems/questions: 1. If we search for assets we get the standard table of results. Is there a way to change the contents of this table? I would like to have some custom fields listet within this table. 2. Is there a mechanism to prefill some fields while creating a new asset. For example if we create 30 monitors how could we speed up this process for the fields that have the same contents at beginning of the lifetime of the asset. A kind of template or copy mechanism would be interesting. Or do i'm thinking in the wrong direction? Some hints on that? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Oct 11 02:17:43 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 01:17:43 -0500 Subject: [rt-users] Unable to connect to MySQL during RT upgrade In-Reply-To: References: Message-ID: Hi Alex, On Mon, Oct 10, 2016 at 5:07 PM, Alex Hall wrote: > After a few more repeats of some of the below steps, suddenly things worked. > I'm embarrassed to say I may have forgotten to specify rt441.* when granting > privileges, instead only entering rt441. In any case, the upgrade finally > ran, and I appear to be okay, save one thing: those RT_SiteConfig.d files. > They're there, but I can't figure out how to make them apply. The > 'update-rt-siteconfig' command still seems to be working on the 4.2.8 > install, not the new 4.4.1. I'm not sure how to get it to work on the new > install. RT_SiteConfig.d was a Debian-ism until 4.4 - then it became upstream. In RT 4.4.x you no longer need to run the update-rt-siteconfig - that is only applicable to Debian RT 4.2. In RT 4.4.x the config gets dynamically built when the web server is started. -m From burian at vsup.cz Tue Oct 11 05:51:07 2016 From: burian at vsup.cz (Jan Burian) Date: Tue, 11 Oct 2016 11:51:07 +0200 Subject: [rt-users] Bad characters in names loaded from LDAP (AD) In-Reply-To: <9902590C-3265-4E60-B1FC-54957DB03129@billmail.scconsult.com> References: <9902590C-3265-4E60-B1FC-54957DB03129@billmail.scconsult.com> Message-ID: Hi Bill, thank you for your response. Sry not to mention our database. We use PostreSQL. After I wrote first email a also checked encoding in database. The database was with following parameters: Name | Encoding | Collate | Ctype -------------+-------------+-----------------+------------------ rt4 | UTF8 | en_US.UTF-8 | en_US.UTF-8 1) I dump database with UTF-8 encoding parameter. 2) Then I drop the databases. 3) Create new database with following parameters: Name | Encoding | Collate | Ctype -------------+-------------+-----------------+------------------ rt4 | UTF8 | cs_CZ.UTF-8 | cs_CZ.UTF-8 4) And then import database from dump. But after that change names are loading from LDAP still with bad characters :-/. When the user writes first email to queue, then is also autocreated as unprivileged. If he/she was his/her name in From header, then is used as RealName RT attribute. But in this case is his/her name saved correctly. *Example from the log - autocreated from LDAP:* [6937] [Tue Sep 27 15:59:25 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Disabled: , EmailAddress: novak at vsup.cz, Gecos: novak, Name: novak, Privileged: 1, RealName: Matou?? Nov??k, WorkPhone: (/opt/rt4/sbin/../lib/RT/User.pm:811) [6937] [Tue Sep 27 15:59:25 2016] [info]: Autocreated external user novak ( 61 ) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:356) [6937] [Tue Sep 27 15:59:25 2016] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): novak (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:348) [6937] [Tue Sep 27 15:59:26 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning EmailAddress: novak at vsup.cz, Name: novak, *RealName: Matou?? Nov??k*, WorkPhone: (/opt/rt4/sbin/../lib/RT/User.pm:811) * **Example from the log - autocreated from email:* [6026] [Mon Oct 10 06:26:02 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: Tereza.Skvarova at seznam.cz, Name: Tereza.Skvarova at seznam.cz, Privileged: , *RealName: Tereza ?kv?rov?* (/opt/rt4/sbin/../lib/RT/User.pm:811) Any other ideas? Best regards Jan Burian On 11.10.2016 05:41, Bill Cole wrote: > On 10 Oct 2016, at 16:26, Jan Burian wrote: > >> Hi all, >> >> we have RT 4.4.0 on CentOS 7 and Perl v5.22.1. And we are starting to >> use RT in production. >> >> We configured RT to authenticate users via LDAP >> (RT::Authen::ExternalAuth::LDAP). Our LDAP server is MS AD (Win 2008 >> R2). > [...] >> Authentication is working fine. Users can log in, if the user doesn't >> exist in RT the account is autocreated. All the configured attributes >> are transferred. > > This is a strong sign that the LDAP part is working correctly. If the > LDAP server (AD) and client (Perl's Net::LDAP module) are using > mismatched encodings, it is likely to show up in authentication > failures due to incompatible encodings of the same (logical) > characters that 8-bit encodings assign to byte values 0x80-0xff. > > Fortunately, it is somewhere between arcane and impossible to make > Net::LDAP use anything other than UTF-8. There's *probably* some way > to make it do T.61 for ancient-history compatibility, but that's > mostly pointless. > > [...] >> We had similar problem with Moodle. When we configured Moodle against >> Active Directory and set cp1250 encoding, then it was doing exactly same >> thing. After we changed encoding for LDAP connector to utf-8 then the >> names was >> corrected. > > Which makes sense: LDAP v3 by default uses UTF-8 and you have a modern > system with a mature LDAP client. I know of no way to configure a > CentOS 7/Perl 5.22 system such that the LDAP interaction with an AD > LDAP server talking UTF-8 would be the source of this sort of encoding > conflict. I'm mildly surprised that anything talking LDAPv3 can be > made to use cp1250 encoding, but I suppose Microsoft makes their own > rules to go along with their own unique code pages. > > [...] >> Also I red thath MS AD in LDAP protocol version 3 returns any string to >> LDAP client in utf-8 encoding. >> I really don't know where could be a problem. > > The most likely place is in your database. I'm guessing that you are > using MySQL, which defaults to latin1 encoding. When you store a UTF-8 > string into a latin1 table, it breaks any multi-byte characters into 2 > or 3 characters, but the right bits are still there. This issue has > come up a few times on this list over the past decade and I think Best > Practical has documented how to safely convert a RT database with that > sort of problem from latin1 to utf8. It is probably worth looking > through their docs (possibly one of the UPGRADING* files?) and the RT > Wiki for a solution. I expect it could be done with a binary dump of > the database, altering of any latin1 tables to use utf8, and a > re-import of the binary dump. I'm not enough of a MySQL expert to > detail that process (I generally use Postgres where possible.) > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3136 bytes Desc: S/MIME Cryptographic Signature URL: From ahall at autodist.com Tue Oct 11 07:13:30 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 07:13:30 -0400 Subject: [rt-users] Unable to connect to MySQL during RT upgrade In-Reply-To: References:

Message-ID: <4DAADB3A-6C0A-475A-AC18-6D93B6D39D0D@autodist.com> > On Oct 11, 2016, at 02:17, Matt Zagrabelny wrote: > > Hi Alex, > > On Mon, Oct 10, 2016 at 5:07 PM, Alex Hall wrote: >> After a few more repeats of some of the below steps, suddenly things worked. >> I'm embarrassed to say I may have forgotten to specify rt441.* when granting >> privileges, instead only entering rt441. In any case, the upgrade finally >> ran, and I appear to be okay, save one thing: those RT_SiteConfig.d files. >> They're there, but I can't figure out how to make them apply. The >> 'update-rt-siteconfig' command still seems to be working on the 4.2.8 >> install, not the new 4.4.1. I'm not sure how to get it to work on the new >> install. > > RT_SiteConfig.d was a Debian-ism until 4.4 - then it became upstream. > > In RT 4.4.x you no longer need to run the update-rt-siteconfig - that > is only applicable to Debian RT 4.2. > > In RT 4.4.x the config gets dynamically built when the web server is started. That's great to know, thanks! When you say the server, I'm assuming you mean the FCGI server? I'm running this with Nginx, so use spawn-fcgi to start the server that handles RT for Nginx. > > -m From chaniadimitris at yahoo.gr Tue Oct 11 07:29:06 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Tue, 11 Oct 2016 11:29:06 +0000 (UTC) Subject: Create linked ticket to asset References: <1659931560.1796043.1476185346197.ref@mail.yahoo.com> Message-ID: <1659931560.1796043.1476185346197@mail.yahoo.com> Dear all, Apologies if you received multiple copies of this email :( I have installed RT 4.4.1rc1 and need some help on the Assets part. In the SelfService (unprivileged user) a user can choose an asset and then "Create linked ticket" from "Actions". This gives the options to set as ticket Requestor either the asset Owner (if set) or the asset Held By (if set) or the asset Contact (if set). This means the user can create a linked ticket as somebody else. Then the user is taken to a partially prefilled ticket creation form. My question is: Is there any way to limit the user to choosing only form its own roles? In particular, I do not want the user to create a ticket and put as Requestor somebody else. I would like each user to have limited options for who to put as Requestor, i.e. put only his account and just choose among its own roles if having more than one (owner, held by, contact). Thank you, Dimitris From chaniadimitris at yahoo.gr Tue Oct 11 07:32:47 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Tue, 11 Oct 2016 11:32:47 +0000 (UTC) Subject: List of assets in SelfService References: <1375978011.1808050.1476185567317.ref@mail.yahoo.com> Message-ID: <1375978011.1808050.1476185567317@mail.yahoo.com> Hello everyone, Apologies again if you received multiple copies of this email. I have RT 4.4.1rc1 installed and need your help on the appearance of Assets in SelfService. Thus far, I have selected that a user in SelfService can see the Assets menu and can also see the listing of Assets he/she is: a.Owner b.Held By c.Contact. There appears the Name and the Description of each asset. If he/she selects any of these assets, then the details appear, for example Custom fields (manufacturer, serial number, etc) and People (owner, held by, contact). However, I would like to have the information about People (owner, held by, contact) in the main listing, along with the Name and Description. Thus, I need to have five columns in the list of assets: Name, Description, Owner, Held By, Contact. How could this be done? What files should I modify and how? Thank you in advance, Dimitris From ahall at autodist.com Tue Oct 11 09:05:13 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 09:05:13 -0400 Subject: [rt-users] Using self service interface for privileged users in 4.4.1? Message-ID: Hello list, I have 4.4.1 running. Someone said on this list that it included the option to use the self service interface, even for privileged users? I don't see that option in my user preferences. How do I enable it, and can I have a toggle for users to switch between the two without leaving the ticket they're viewing? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Oct 11 09:57:08 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 09:57:08 -0400 Subject: [rt-users] The role of roles in 4.4 Message-ID: In the release notes for RT 4.4.0, the concept of "roles" is brought up. The note says: * RT now has support for custom roles, along the lines of Requestor, Owner, Cc, and AdminCc. These roles can be single-member or multi-member. Privileges can be assigned to members of custom roles, you can search based on custom role membership, you can notify custom role members in scrips, and so on. This may be an obvious question to long-time users of RT, but what do roles offer that groups don't? That is, what is the advantage to setting up a custom role over making a group? In either case you have users assigned rights based on membership, whether to a group or a role. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sparada at uc.cl Tue Oct 11 10:24:27 2016 From: sparada at uc.cl (Sebastian Parada) Date: Tue, 11 Oct 2016 11:24:27 -0300 Subject: [rt-users] Slowness engine change after Mysql Message-ID: Hi there, We are experiencing some issues and would like to have your opinion. I have an installation of rt_4.0.10, with mysql 5.1 on a redhat 5 OS. We have upgraded the Mysql to release 5.7 and the OS to Centos release 7, keeping the RT release 4.0.10. Once upgraded, the RT system start to have performance issues, taking about 1 minute to display the starting windows, more or less. We have noted that it depends on how many users are connected. Considering this, i would like to know if someone has noted tha same issue or similar, or if maybe the Mysql and Centos releases currently installed could be generating issues with the RT. We know that we have to upgrade the RT release, but before that, i would like to know the root cause of this performance issue. Thanks in advance. Your opinion or diagnose would be appreciated. Regards. -- Atte Sebastian Parada R?os Ingeniero de Sistemas Subdirecci?n Operaciones y Plataforma Pontificia Universidad Cat?lica de Chile Tel?fono: (56 2) 354 1323 From steve at sbsroc.com Tue Oct 11 10:22:52 2016 From: steve at sbsroc.com (steve at sbsroc.com) Date: Tue, 11 Oct 2016 10:22:52 -0400 Subject: [rt-users] The role of roles in 4.4 References: Message-ID: <4e385482-8804-4da3-af3f-da4773db1d39@sbsroc.com> Alex, On the ticket, you have requestor, owner, cc and admincc as you pointed out. Those were the only options for assigning group rights until 4.4. You could create more groups, but the rights were assigned to the role so all groups in a role have the same rights. Does that make sense so far? With 4.4, you can now create a role called (for instance) supervisor, and then a scrip that assigns a supervisor based on who makes the request. That supervisor could then be assigned rights to see the ticket, etc. Imagine a ticket from an employee to fix a sink drain issue. You could also use a scrip to auto assign a maintenance supervisor to a role for whatever building the requestor is in. That supervisor could then be responsible to oversee the resolution and have different rights than the owner. Lots of possibilities to imagine. Best regards, Stephen H. Switzer? voice:?585.298.9420?[ x7001 ]? cell:?585.202.8312? fax:?585.625.0020? email:?steve at sbsroc.com? Technical Consultant & System Engineer? - VMware VSP? - Microsoft MCP, Desktop/Server? Switzer Business Solutions, LLC? web:?www.SwitzerBusiness.Solutions fb:?www.facebook.com/sbsolutions? - VMware VIP Partner? - HP Authorized Business Development Partner? - Xorcom Certified Dealer ________________________________ From: Alex Hall Sent: Oct 11, 2016 9:55 AM To: rt-users Subject: [rt-users] The role of roles in 4.4 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at shadowprojects.org Tue Oct 11 11:55:38 2016 From: rt at shadowprojects.org (Guillaume) Date: Tue, 11 Oct 2016 17:55:38 +0200 Subject: [rt-users] Perl issue after upgrade from 4.0.19 to 4.2.12 Message-ID: Hello, I was running RT 4.0.19 on Ubuntu 14.04 AMD64 with apache, mysql, external auth ldap and fastcgi. Being unable to upgrade to 16.04 due to an Ubuntu issue, i set up a new virtual machine with Ubuntu 16.04 AMD64 and installed request-tracker from the ubuntu package, then imported and upgraded manually my database. I'm now running Apache 2.4.18, MySQL 5.7.15 and RT 4.2.12. Now, everything seems to work fine, except i got a white page with an error message from time to time (refreshing the page usually fixes the issue). Here's my apache log : [1680] [Tue Oct 11 15:43:23 2016] [warning]: Negative repeat count does nothing at /usr/share/perl5/Text/Quoted.pm line 244. (/usr/share/perl5/Text/Quoted.pm:244) [1680] [Tue Oct 11 15:43:23 2016] [warning]: Negative repeat count does nothing at /usr/share/perl5/Text/Quoted.pm line 244. (/usr/share/perl5/Text/Quoted.pm:244) [1680] [Tue Oct 11 15:43:23 2016] [warning]: Negative repeat count does nothing at /usr/share/perl5/Text/Quoted.pm line 244. (/usr/share/perl5/Text/Quoted.pm:244) [1579] [Tue Oct 11 15:43:29 2016] [critical]: HasRights called with no valid object (/usr/share/request-tracker4/lib/RT/Principal.pm:381) [1579] [Tue Oct 11 15:43:29 2016] [error]: Can't call method "id" on unblessed reference at /usr/share/request-tracker4/lib/RT/Principal.pm line 384. Stack: [/usr/share/request-tracker4/lib/RT/Principal.pm:384] [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:661] [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) Any idea ? Thanks, -- Guillaume From ahall at autodist.com Tue Oct 11 12:55:13 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 12:55:13 -0400 Subject: [rt-users] possibly OT: RT's FCGI server randomly fails, no log Message-ID: Hello list, This may be off-topic, but I'm serving RT with Nginx and FCGI. Randomly, it seems, the FCGI server is failing. Nginx works, but users see "error 502: bad gateway". I see the same in the logs, with connect() failing. All I have to do is run the spawn-fcgi command to get things back. Why this is happening, with some frequency, is the question. My Nginx, RT, and system logs all show nothing, and to my knowledge, there are no FCGI logs at all. The first error for today in Nginx is when a client failed to connect after the server went down; there's nothing that says what the actual problem was. This happened Saturday, then again today. The server has the latest updates for Debian 8.6, and has 4GB of ram. It's serving a few dozen users at most, so the load can't be the problem. I'm using Nginx 1.6.2 with four workers and 768 threads per worker. Users see nothing unusual before this happens, just a 502 instead of the page they expected. If anyone else is using Nginx and has ever seen this, I'd love some input. As this could be considered off topic, feel free to respond directly to ahall at autodist.com. If I need to provide more details, please let me know. Thank you. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Oct 11 13:59:19 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 11 Oct 2016 12:59:19 -0500 Subject: [rt-users] possibly OT: RT's FCGI server randomly fails, no log In-Reply-To: References: Message-ID: <20161011175919.GB30570@aart.rice.edu> On Tue, Oct 11, 2016 at 12:55:13PM -0400, Alex Hall wrote: > Hello list, > This may be off-topic, but I'm serving RT with Nginx and FCGI. Randomly, it > seems, the FCGI server is failing. Nginx works, but users see "error 502: > bad gateway". I see the same in the logs, with connect() failing. All I > have to do is run the spawn-fcgi command to get things back. > > Why this is happening, with some frequency, is the question. My Nginx, RT, > and system logs all show nothing, and to my knowledge, there are no FCGI > logs at all. The first error for today in Nginx is when a client failed to > connect after the server went down; there's nothing that says what the > actual problem was. This happened Saturday, then again today. > > The server has the latest updates for Debian 8.6, and has 4GB of ram. It's > serving a few dozen users at most, so the load can't be the problem. I'm > using Nginx 1.6.2 with four workers and 768 threads per worker. Users see > nothing unusual before this happens, just a 502 instead of the page they > expected. > > If anyone else is using Nginx and has ever seen this, I'd love some input. > As this could be considered off topic, feel free to respond directly to > ahall at autodist.com. If I need to provide more details, please let me know. > Thank you. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com Hi Alex, You will get the 502 error when there are no more RT backends running. I tracked down verious errors in the RT logs that resulted in a backend exits. Most were of the 'cannot believe I did that type' by people setting up the system, i.e. not really fixable with a distributed management environment. We ended up using 'multiwatch' in RHEL6 and systemd in RHEL7 to keep an appropriate number of backends always available. Regards, Ken From mzagrabe at d.umn.edu Tue Oct 11 14:11:08 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 13:11:08 -0500 Subject: [rt-users] Using self service interface for privileged users in 4.4.1? In-Reply-To: References: Message-ID: On Tue, Oct 11, 2016 at 8:05 AM, Alex Hall wrote: > Hello list, > I have 4.4.1 running. Someone said on this list that it included the option > to use the self service interface, even for privileged users? I don't see > that option in my user preferences. How do I enable it, and can I have a > toggle for users to switch between the two without leaving the ticket > they're viewing? Thanks. Privileged users can always browse to: rt.example.com/SelfService You can probably use a callback to add a link to the self service URL for displaying a ticket. -m From mzagrabe at d.umn.edu Tue Oct 11 14:47:13 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 13:47:13 -0500 Subject: [rt-users] create transaction record In-Reply-To: References: Message-ID: On Mon, Oct 10, 2016 at 4:16 PM, Bryon Baker wrote: > Hello List > > > > I have created a custom scrip the will respond to an email via a web service > call. I would like to create a transaction with the return message. What do you want the txn to do? Set a custom field, change an owner, etc? > Can someone give me a little code snippet or some direction on how to create > the transaction? With our creating or updating a custom field. Generally you would probably want to have two scrips: 1. On Condition C, reply to (or notify) requestor using template T 2. On Condition C, perform your specific txn using a blank template. But it is hard to give advice without a little more clarity in your question. Thanks, -m From mzagrabe at d.umn.edu Tue Oct 11 15:18:27 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 14:18:27 -0500 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: On Tue, Oct 11, 2016 at 1:54 PM, Bryon Baker wrote: > Matt > Thanks for the reply. > > All I want to do is add an entry in the ticket history that contains the return information from the call to the web service. I have the information logged to the log file, but I also want an entry record in the history of the ticket. So no action something very simple. > > I know when a custom fields are changed or updated this information shows up in the history of the ticket. With the web service call a message is received but a custom field is not needed for the information, just would like an entry in the history of the ticket of the message from web service call. I hear what you are saying. I don't know off the top of my head how to accomplish it. So you have: Email -> RT -> Scrip gets triggered -> Web service call is made -m From bbaker at copesan.com Tue Oct 11 14:54:21 2016 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 11 Oct 2016 18:54:21 +0000 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: Matt Thanks for the reply. All I want to do is add an entry in the ticket history that contains the return information from the call to the web service. I have the information logged to the log file, but I also want an entry record in the history of the ticket. So no action something very simple. I know when a custom fields are changed or updated this information shows up in the history of the ticket. With the web service call a message is received but a custom field is not needed for the information, just would like an entry in the history of the ticket of the message from web service call. 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: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, October 11, 2016 1:47 PM To: Bryon Baker Cc: rt-users Subject: Re: [rt-users] create transaction record On Mon, Oct 10, 2016 at 4:16 PM, Bryon Baker wrote: > Hello List > > > > I have created a custom scrip the will respond to an email via a web > service call. I would like to create a transaction with the return message. What do you want the txn to do? Set a custom field, change an owner, etc? > Can someone give me a little code snippet or some direction on how to > create the transaction? With our creating or updating a custom field. Generally you would probably want to have two scrips: 1. On Condition C, reply to (or notify) requestor using template T 2. On Condition C, perform your specific txn using a blank template. But it is hard to give advice without a little more clarity in your question. Thanks, -m From bbaker at copesan.com Tue Oct 11 15:25:53 2016 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 11 Oct 2016 19:25:53 +0000 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: Yes that is what I am doing I hoping for some kind of call like "$RT::Logger->debug" for logging. But I have not found anything. The web service call is actually being executed from inside custom home built actions. Thanks Matt come up with any ideas it would be greatly appreciated. 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: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, October 11, 2016 2:18 PM To: Bryon Baker Cc: rt-users Subject: Re: [rt-users] create transaction record On Tue, Oct 11, 2016 at 1:54 PM, Bryon Baker wrote: > Matt > Thanks for the reply. > > All I want to do is add an entry in the ticket history that contains the return information from the call to the web service. I have the information logged to the log file, but I also want an entry record in the history of the ticket. So no action something very simple. > > I know when a custom fields are changed or updated this information shows up in the history of the ticket. With the web service call a message is received but a custom field is not needed for the information, just would like an entry in the history of the ticket of the message from web service call. I hear what you are saying. I don't know off the top of my head how to accomplish it. So you have: Email -> RT -> Scrip gets triggered -> Web service call is made -m From andrew at etc.gen.nz Tue Oct 11 15:58:48 2016 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Wed, 12 Oct 2016 08:58:48 +1300 Subject: [rt-users] Create ticket via API ignores Requestors field on notify requestors? In-Reply-To: <1475723305.18299.17.camel@etc.gen.nz> References: <1475720579.18299.15.camel@etc.gen.nz> <1475723305.18299.17.camel@etc.gen.nz> Message-ID: <1476215928.18299.51.camel@etc.gen.nz> Hey, Any other suggestions? ?I'm kinda grasping at straws here. Cheers, Andrew On Thu, 2016-10-06 at 16:08 +1300, Andrew Ruthven wrote: > Hi Casey, > > Thanks for that, the requestor is a different email address from what > is being used for the actor making the API call but the name is the > same. I've just changed the name and we've retested. > > I can see NotifyActor correctly decide not to hassle the person who > created the ticket. > > Cheers, > Andrew > > On Wed, 2016-10-05 at 19:37 -0700, Kenneth Crocker wrote: > > Andrew, > > If RT believes the Requester is also the actor requesting the > > ticket, > > it doesn't usually (depends on default settings for "Notify Actor") > > send a notification to the person making the request. It's > > considered > > redundant. Read about the setting and change the setting. > > Good Luck. > > Casey > > > > On Oct 5, 2016 7:30 PM, "Andrew Ruthven" wrote: > > > Hey, > > > > > > We're running RT 4.2.8 and using the API to create some tickets. > > > But, > > > no notification is sent out to the requestor we're setting.??We > > > are > > > using a privileged account to connect to the API. > > > > > > I can see the requestor set on the ticket when I check the > > > website, > > > but > > > no recipients are considered when the scrip runs: > > > > > > Oct??6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To; > > > recipients are??(/usr/share/request- > > > tracker4/lib/RT/Action/SendEmail.pm:639) > > > ... > > > Oct??6 14:21:09 cat-prod-rt RT: [1145] No recipients found for > > > deferred > > > delivery on transaction #213681 (/usr/share/request- > > > tracker4/lib/RT/ > > > Action/SendEmail.pm:691) > > > Oct??6 14:21:09 cat-prod-rt RT: [1145] > > 1698.2 > > > 5796-22-0 at rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create > > > Notify > > > Requestor > > > > > > Is there anything we can do to make this work? > > > > > > Cheers, > > > Andrew > > > > > > --? > > > Andrew Ruthven, Wellington, New Zealand > > > andrew at etc.gen.nz?????????????| linux.conf.au 2017, Hobart, AU > > > ? New Zealand's only Cloud:???| ? The Future of Open Source > > > https://catalyst.net.nz/cloud | ? ? http://linux.conf.au > > > > > > > > > > > > --------- > > > RT 4.4 and RTIR training sessions, and a new workshop day! > > > https:// > > > bestpractical.com/training > > > * Boston - October 24-26 > > > * Los Angeles - Q1 2017 -- Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz?????????????| linux.conf.au 2017, Hobart, AU ? New Zealand's only Cloud:???| ? The Future of Open Source https://catalyst.net.nz/cloud | ? ? http://linux.conf.au From mzagrabe at d.umn.edu Tue Oct 11 16:09:16 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 15:09:16 -0500 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: On Tue, Oct 11, 2016 at 2:25 PM, Bryon Baker wrote: > Yes that is what I am doing I hoping for some kind of call like "$RT::Logger->debug" for logging. But I have not found anything. The web service call is actually being executed from inside custom home built actions. That would work. Or: RT->Logger->debug('a line of debug'); Regarding creating a txn for the ticket history: I may have at one time created a txn and added it to the history, but I'm not seeing any code examples in my extensions. I don't quite remember how and don't have time to dig into the RT upstream code. You could create a custom field called Web Services and set that CF to whatever value your web services returns. That is pretty easy. -m From ahall at autodist.com Tue Oct 11 16:12:34 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 16:12:34 -0400 Subject: [rt-users] possibly OT: RT's FCGI server randomly fails, no log In-Reply-To: <20161011175919.GB30570@aart.rice.edu> References: <20161011175919.GB30570@aart.rice.edu> Message-ID: Don't ask me why, but /var/log/messages recorded the problem this most recent crash. Does this mean anything to anyone? Oct 11 14:47:24 RTServer RT: [6632] Argument "myork" isn't numeric in numeric ne (!=) at /usr/share/request-tracker4/lib/RT/Interface/Web.pm line 2949. Oct 11 14:47:41 RTServer RT: [6632] Argument "myork" isn't numeric in numeric ne (!=) at /usr/share/request-tracker4/lib/RT/Interface/Web.pm line 2949. I didn't paste that twice, it appeared twice in the log. This is still 4.2.8. On Tue, Oct 11, 2016 at 1:59 PM, Kenneth Marshall wrote: > On Tue, Oct 11, 2016 at 12:55:13PM -0400, Alex Hall wrote: > > Hello list, > > This may be off-topic, but I'm serving RT with Nginx and FCGI. Randomly, > it > > seems, the FCGI server is failing. Nginx works, but users see "error 502: > > bad gateway". I see the same in the logs, with connect() failing. All I > > have to do is run the spawn-fcgi command to get things back. > > > > Why this is happening, with some frequency, is the question. My Nginx, > RT, > > and system logs all show nothing, and to my knowledge, there are no FCGI > > logs at all. The first error for today in Nginx is when a client failed > to > > connect after the server went down; there's nothing that says what the > > actual problem was. This happened Saturday, then again today. > > > > The server has the latest updates for Debian 8.6, and has 4GB of ram. > It's > > serving a few dozen users at most, so the load can't be the problem. I'm > > using Nginx 1.6.2 with four workers and 768 threads per worker. Users see > > nothing unusual before this happens, just a 502 instead of the page they > > expected. > > > > If anyone else is using Nginx and has ever seen this, I'd love some > input. > > As this could be considered off topic, feel free to respond directly to > > ahall at autodist.com. If I need to provide more details, please let me > know. > > Thank you. > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > > > Hi Alex, > > You will get the 502 error when there are no more RT backends running. I > tracked down verious errors in the RT logs that resulted in a backend > exits. Most were of the 'cannot believe I did that type' by people > setting up the system, i.e. not really fixable with a distributed > management environment. We ended up using 'multiwatch' in RHEL6 > and systemd in RHEL7 to keep an appropriate number of backends always > available. > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaniadimitris at yahoo.gr Tue Oct 11 16:17:03 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Tue, 11 Oct 2016 20:17:03 +0000 (UTC) Subject: [rt-users] Cannot see changes in UI References: <2105901519.2150459.1476217023017.ref@mail.yahoo.com> Message-ID: <2105901519.2150459.1476217023017@mail.yahoo.com> Hello, I have RT 4.4.1rc1 is installed. I face a strange problem regarding the modification of files in /rt4/share/html/... Particularly, I cannot observe any changes in the UI when I modify the html files or the perl code. My target was to edit the SelfService UI and especially the Assets page. However, not any change in the files in /rt4/share/html/SelfService/Asset ever appears in the UI. (Only deletion of files actually has effects!) I am wondering what am I doing wrong. Thanks, Dimitris From ahall at autodist.com Tue Oct 11 16:27:39 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 16:27:39 -0400 Subject: [rt-users] clarification on callbacks Message-ID: Hello list, I'm considering trying out a callback. Ken suggested it as a way to add a link to pages that will let users toggle between self-service and standard interfaces, and I'm very much hoping I can use it to customize the way history displays on ticket summary pages. >From what I've read so far, it seems like a callback is analogous to a subclass. If I have a 'renderer' class that can make pretty text from raw HTML, I might then subclass it and override the function that parses text to make it work on XML. Yes, it's a very terrible example, but hopefully the idea is correct. Anyway, a callback in RT seems a lot like that. I want the ticket page to display how it already does, but I don't like the history part. Thus, I copy the file to the proper callback directory, then modify it. RT will, when it knows it has to use Display.html, look in callbacks first and use my version. Only if I don't provide one will it use the default one in share/html/Tickets. Do I have this right--copy the existing file to callbacks and modify it? Or do I make a blank file, override only the bits I want to in there, and not copy the whole thing? Am I thinking about callbacks all wrong? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Oct 11 16:30:00 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 11 Oct 2016 16:30:00 -0400 Subject: [rt-users] Cannot see changes in UI In-Reply-To: References: <2105901519.2150459.1476217023017.ref@mail.yahoo.com> Message-ID: At a guess, I'd say to restart your web server. RT seems to need a restart before changes will be reflected in the web UI. On Tue, Oct 11, 2016 at 4:19 PM, Dimitris Maniadakis via rt-users < rt-users at lists.bestpractical.com> wrote: > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > > ---------- Forwarded message ---------- > From: Dimitris Maniadakis > To: Rt-users > Cc: > Date: Tue, 11 Oct 2016 20:17:03 +0000 (UTC) > Subject: [rt-users] Cannot see changes in UI > Hello, > > I have RT 4.4.1rc1 is installed. > I face a strange problem regarding the modification of files in > /rt4/share/html/... > Particularly, I cannot observe any changes in the UI when I modify the > html files or the perl code. > > My target was to edit the SelfService UI and especially the Assets page. > However, not any change in the files in > > /rt4/share/html/SelfService/Asset ever appears in the UI. > > (Only deletion of files actually has effects!) > > > I am wondering what am I doing wrong. > > Thanks, > Dimitris > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Oct 11 16:38:51 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 15:38:51 -0500 Subject: [rt-users] clarification on callbacks In-Reply-To: References: Message-ID: Hey Alex, On Tue, Oct 11, 2016 at 3:27 PM, Alex Hall wrote: > Hello list, > I'm considering trying out a callback. Ken suggested it as a way to add a > link to pages that will let users toggle between self-service and standard > interfaces, and I'm very much hoping I can use it to customize the way > history displays on ticket summary pages. > > From what I've read so far, it seems like a callback is analogous to a > subclass. If I have a 'renderer' class that can make pretty text from raw > HTML, I might then subclass it and override the function that parses text to > make it work on XML. Yes, it's a very terrible example, but hopefully the > idea is correct. > > Anyway, a callback in RT seems a lot like that. I want the ticket page to > display how it already does, but I don't like the history part. Thus, I copy > the file to the proper callback directory, then modify it. RT will, when it > knows it has to use Display.html, look in callbacks first and use my > version. Only if I don't provide one will it use the default one in > share/html/Tickets. > > Do I have this right--copy the existing file to callbacks and modify it? Or > do I make a blank file, override only the bits I want to in there, and not > copy the whole thing? Am I thinking about callbacks all wrong? You are thinking about Callbacks wrong. :) They are hook points in the HTML (Mason) of RT. Many (most?) RT extension will have some callbacks in them. Here is a nice easy one to get your feet wet: https://github.com/bestpractical/rt-extension-commentoncreate Take a look at the source for this extension and note the html/Callbacks directory. Then look in your RT share/html directory for where those callbacks would appear. In this particular instance, rt-extension-commentoncreate adds a "comment" box just below the "create" content box on the Ticket/Create.html page. So you can see from the source of the extension, it will add something to the AfterMessageBox callback in the Create.html Mason component. I'll let you dig a little bit more with this extension or another one to get more familiar with callbacks. Also, read the documentation: https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Callbacks -m From mzagrabe at d.umn.edu Tue Oct 11 17:11:50 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 11 Oct 2016 16:11:50 -0500 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: On Tue, Oct 11, 2016 at 4:09 PM, Bryon Baker wrote: > Yes I thought of the custom field and that would be easy, but I have so many now. I just didn't want to add another. But if I can't find anything else that is what I will do eventually. I'm sure there is a way to add a txn - apparently I've never done it and would have to research (which I have no time for.) -m From bbaker at copesan.com Tue Oct 11 17:09:49 2016 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 11 Oct 2016 21:09:49 +0000 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: Yes I thought of the custom field and that would be easy, but I have so many now. I just didn't want to add another. But if I can't find anything else that is what I will do eventually. 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: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, October 11, 2016 3:09 PM To: Bryon Baker Cc: rt-users Subject: Re: [rt-users] create transaction record On Tue, Oct 11, 2016 at 2:25 PM, Bryon Baker wrote: > Yes that is what I am doing I hoping for some kind of call like "$RT::Logger->debug" for logging. But I have not found anything. The web service call is actually being executed from inside custom home built actions. That would work. Or: RT->Logger->debug('a line of debug'); Regarding creating a txn for the ticket history: I may have at one time created a txn and added it to the history, but I'm not seeing any code examples in my extensions. I don't quite remember how and don't have time to dig into the RT upstream code. You could create a custom field called Web Services and set that CF to whatever value your web services returns. That is pretty easy. -m From bbaker at copesan.com Tue Oct 11 17:17:31 2016 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 11 Oct 2016 21:17:31 +0000 Subject: [rt-users] create transaction record In-Reply-To: References:

Message-ID: Don't sweat it I will continue to research I was hoping that someone had some pointers 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: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, October 11, 2016 4:12 PM To: Bryon Baker Cc: rt-users Subject: Re: [rt-users] create transaction record On Tue, Oct 11, 2016 at 4:09 PM, Bryon Baker wrote: > Yes I thought of the custom field and that would be easy, but I have so many now. I just didn't want to add another. But if I can't find anything else that is what I will do eventually. I'm sure there is a way to add a txn - apparently I've never done it and would have to research (which I have no time for.) -m From burian at vsup.cz Tue Oct 11 18:30:27 2016 From: burian at vsup.cz (Jan Burian) Date: Wed, 12 Oct 2016 00:30:27 +0200 Subject: [rt-users] Bad characters in names loaded from LDAP (AD) In-Reply-To: References: <9902590C-3265-4E60-B1FC-54957DB03129@billmail.scconsult.com> Message-ID: Hi all, I finally resolved the issue with support from RT engineers. So big thanks to them. I'm posting the fix, if someone will be interested (maybe in the future), so it can be found in list archive. Here is answer from RT engineers: /We use Net::LDAP and there is an option called 'raw' that might properly convert the incoming content to utf8. That's the first thing to try since we pass parameters through to Net::LDAP and you can put it right in the config file. //https://metacpan.org/pod/distribution/perl-ldap/lib/Net/LDAP.pod//However, there is likely another bit of code we need to add to RT to be explicit about the incoming text and treat it as utf8 when told to do so. We can file it as a bug, or provide some commercial assistance if you are interested. / So I add raw => qr/(?i:^jpegPhoto|;binary)/ as net_ldap_args parameter in RT_SiteConfig.pm. Now it is all working fine, the names are imported correctly from LDAP (MS AD, LDAP protocol version 3). I also suggested to add information about raw option with example to RT docs. Best regards Jan Burian On 11.10.2016 11:51, Jan Burian wrote: > Hi Bill, > > thank you for your response. Sry not to mention our database. > We use PostreSQL. > After I wrote first email a also checked encoding in database. > > The database was with following parameters: > Name | Encoding | Collate | Ctype > -------------+-------------+-----------------+------------------ > rt4 | UTF8 | en_US.UTF-8 | en_US.UTF-8 > > 1) I dump database with UTF-8 encoding parameter. > 2) Then I drop the databases. > 3) Create new database with following parameters: > > Name | Encoding | Collate | Ctype > -------------+-------------+-----------------+------------------ > rt4 | UTF8 | cs_CZ.UTF-8 | cs_CZ.UTF-8 > > 4) And then import database from dump. > > But after that change names are loading from LDAP still with bad > characters :-/. > > When the user writes first email to queue, then is also autocreated as > unprivileged. If he/she was his/her name in From header, then is used > as RealName RT attribute. But in this case is his/her name saved > correctly. > > *Example from the log - autocreated from LDAP:* > [6937] [Tue Sep 27 15:59:25 2016] [info]: > RT::User::CanonicalizeUserInfoFromExternalAuth returning Disabled: , > EmailAddress: novak at vsup.cz, Gecos: novak, Name: novak, Privileged: 1, > RealName: Matou?? Nov??k, WorkPhone: > (/opt/rt4/sbin/../lib/RT/User.pm:811) > [6937] [Tue Sep 27 15:59:25 2016] [info]: Autocreated external user > novak ( 61 ) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:356) > [6937] [Tue Sep 27 15:59:25 2016] [info]: > RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): > novak (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:348) > [6937] [Tue Sep 27 15:59:26 2016] [info]: > RT::User::CanonicalizeUserInfoFromExternalAuth returning EmailAddress: > novak at vsup.cz, Name: novak, *RealName: Matou?? Nov??k*, WorkPhone: > (/opt/rt4/sbin/../lib/RT/User.pm:811) > * > **Example from the log - autocreated from email:* > [6026] [Mon Oct 10 06:26:02 2016] [info]: > RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: > Autocreated on ticket submission, Disabled: , EmailAddress: > Tereza.Skvarova at seznam.cz, Name: Tereza.Skvarova at seznam.cz, > Privileged: , *RealName: Tereza ?kv?rov?* > (/opt/rt4/sbin/../lib/RT/User.pm:811) > > Any other ideas? > > Best regards > Jan Burian > > On 11.10.2016 05:41, Bill Cole wrote: >> On 10 Oct 2016, at 16:26, Jan Burian wrote: >> >>> Hi all, >>> >>> we have RT 4.4.0 on CentOS 7 and Perl v5.22.1. And we are starting to >>> use RT in production. >>> >>> We configured RT to authenticate users via LDAP >>> (RT::Authen::ExternalAuth::LDAP). Our LDAP server is MS AD (Win 2008 >>> R2). >> [...] >>> Authentication is working fine. Users can log in, if the user doesn't >>> exist in RT the account is autocreated. All the configured attributes >>> are transferred. >> >> This is a strong sign that the LDAP part is working correctly. If the >> LDAP server (AD) and client (Perl's Net::LDAP module) are using >> mismatched encodings, it is likely to show up in authentication >> failures due to incompatible encodings of the same (logical) >> characters that 8-bit encodings assign to byte values 0x80-0xff. >> >> Fortunately, it is somewhere between arcane and impossible to make >> Net::LDAP use anything other than UTF-8. There's *probably* some way >> to make it do T.61 for ancient-history compatibility, but that's >> mostly pointless. >> >> [...] >>> We had similar problem with Moodle. When we configured Moodle against >>> Active Directory and set cp1250 encoding, then it was doing exactly >>> same >>> thing. After we changed encoding for LDAP connector to utf-8 then the >>> names was >>> corrected. >> >> Which makes sense: LDAP v3 by default uses UTF-8 and you have a >> modern system with a mature LDAP client. I know of no way to >> configure a CentOS 7/Perl 5.22 system such that the LDAP interaction >> with an AD LDAP server talking UTF-8 would be the source of this sort >> of encoding conflict. I'm mildly surprised that anything talking >> LDAPv3 can be made to use cp1250 encoding, but I suppose Microsoft >> makes their own rules to go along with their own unique code pages. >> >> [...] >>> Also I red thath MS AD in LDAP protocol version 3 returns any string to >>> LDAP client in utf-8 encoding. >>> I really don't know where could be a problem. >> >> The most likely place is in your database. I'm guessing that you are >> using MySQL, which defaults to latin1 encoding. When you store a >> UTF-8 string into a latin1 table, it breaks any multi-byte characters >> into 2 or 3 characters, but the right bits are still there. This >> issue has come up a few times on this list over the past decade and I >> think Best Practical has documented how to safely convert a RT >> database with that sort of problem from latin1 to utf8. It is >> probably worth looking through their docs (possibly one of the >> UPGRADING* files?) and the RT Wiki for a solution. I expect it could >> be done with a binary dump of the database, altering of any latin1 >> tables to use utf8, and a re-import of the binary dump. I'm not >> enough of a MySQL expert to detail that process (I generally use >> Postgres where possible.) >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 > > > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3136 bytes Desc: S/MIME Cryptographic Signature URL: From chuck.patton at oracle.com Tue Oct 11 16:27:35 2016 From: chuck.patton at oracle.com (Chuck Patton) Date: Tue, 11 Oct 2016 13:27:35 -0700 Subject: [rt-users] Location for RT training class in Boston, Oct 24-26 2016 Message-ID: <23D31A13-7CC3-4B00-A0C7-DE2E5D952CA4@oracle.com> Does anyone out there know where the RT training will be held later this month in Boston? Thanks - - Chuck From rtusers-20090205 at billmail.scconsult.com Tue Oct 11 18:48:05 2016 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 11 Oct 2016 18:48:05 -0400 Subject: [rt-users] Bad characters in names loaded from LDAP (AD) In-Reply-To: References: <9902590C-3265-4E60-B1FC-54957DB03129@billmail.scconsult.com> Message-ID: On 11 Oct 2016, at 5:51, Jan Burian wrote: > Hi Bill, > > thank you for your response. Sry not to mention our database. > We use PostreSQL. > After I wrote first email a also checked encoding in database. > > The database was with following parameters: > Name | Encoding | Collate | Ctype > -------------+-------------+-----------------+------------------ > rt4 | UTF8 | en_US.UTF-8 | en_US.UTF-8 And so my beautiful theory is destroyed by your brutal facts. :) > 1) I dump database with UTF-8 encoding parameter. > 2) Then I drop the databases. > 3) Create new database with following parameters: > > Name | Encoding | Collate | Ctype > -------------+-------------+-----------------+------------------ > rt4 | UTF8 | cs_CZ.UTF-8 | cs_CZ.UTF-8 > > 4) And then import database from dump. > > But after that change names are loading from LDAP still with bad > characters :-/. Indeed: the Collate and Ctype parameters are encoding-specific rulesets for how characters are related to each other, not variations on encoding. > When the user writes first email to queue, then is also autocreated as > unprivileged. If he/she was his/her name in From header, then is used > as > RealName RT attribute. But in this case is his/her name saved > correctly. > > *Example from the log - autocreated from LDAP:* > [6937] [Tue Sep 27 15:59:25 2016] [info]: > RT::User::CanonicalizeUserInfoFromExternalAuth returning Disabled: , > EmailAddress: novak at vsup.cz, Gecos: novak, Name: novak, Privileged: 1, > RealName: Matou?? Nov??k, WorkPhone: > (/opt/rt4/sbin/../lib/RT/User.pm:811) > [6937] [Tue Sep 27 15:59:25 2016] [info]: Autocreated external user > novak ( 61 ) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:356) > [6937] [Tue Sep 27 15:59:25 2016] [info]: > RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): > novak (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:348) > [6937] [Tue Sep 27 15:59:26 2016] [info]: > RT::User::CanonicalizeUserInfoFromExternalAuth returning EmailAddress: > novak at vsup.cz, Name: novak, *RealName: Matou?? Nov??k*, WorkPhone: > (/opt/rt4/sbin/../lib/RT/User.pm:811) > * > **Example from the log - autocreated from email:* > [6026] [Mon Oct 10 06:26:02 2016] [info]: > RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: > Autocreated on ticket submission, Disabled: , EmailAddress: > Tereza.Skvarova at seznam.cz, Name: Tereza.Skvarova at seznam.cz, > Privileged: > , *RealName: Tereza ?kv?rov?* (/opt/rt4/sbin/../lib/RT/User.pm:811) > > Any other ideas? Yes: At least one of your FCGI handlers (PID 6937) is using an 8-bit encoding and at least one (PID 6026) is using UTF-8. Note that both of those cases are being logged by the RT::User::CanonicalizeUserInfoFromExternalAuth method, which uses LDAP to retrieve the attribute it uses for the "RealName" field in RT. The first was logged by process 6937, the second by process 6026. The *reason* for that is a bit of a mystery. It's clear that the 2 processes were not started near the same time (unless that server is VERY busy spawning processes) so if you can determine what was different about how they were launched (likely a involving a locale environment variable, most likely LANG or LC_ALL) you can probably make sure that the improper launch doesn't happen. From rtusers-20090205 at billmail.scconsult.com Tue Oct 11 23:18:36 2016 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 11 Oct 2016 23:18:36 -0400 Subject: [rt-users] Create ticket via API ignores Requestors field on notify requestors? In-Reply-To: <1476215928.18299.51.camel@etc.gen.nz> References: <1475720579.18299.15.camel@etc.gen.nz> <1475723305.18299.17.camel@etc.gen.nz> <1476215928.18299.51.camel@etc.gen.nz> Message-ID: <8F0FDEB8-8F9F-4383-BB8A-89913F23D073@billmail.scconsult.com> On 11 Oct 2016, at 15:58, Andrew Ruthven wrote: > Any other suggestions? ?I'm kinda grasping at straws here. Perhaps you need to make Scrip 22 runs in the "Batch" scrip stage? From rtusers-20090205 at billmail.scconsult.com Wed Oct 12 00:15:30 2016 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Wed, 12 Oct 2016 00:15:30 -0400 Subject: [rt-users] create transaction record In-Reply-To: References: Message-ID: <5B222A94-86F9-4908-A60B-7AC657B95F18@billmail.scconsult.com> On 10 Oct 2016, at 17:16, Bryon Baker wrote: > Hello List > > I have created a custom scrip the will respond to an email via a web > service call. I would like to create a transaction with the return > message. > > Can someone give me a little code snippet or some direction on how to > create the transaction? With our creating or updating a custom field. > > I have read about the _RecoredTransaction but I think this may be the > wrong route and I have not found any example code to help me out. Have you read https://docs.bestpractical.com/rt/4.4.1/RT/Transaction.html#Create ? Probably more useful: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Comment The simplest way to call it, given a RT::Ticket object named ticket: $ticket->Comment( Content => "I'm A Little Teapot" ); And now you have a new comment transaction. From elacour at easter-eggs.com Wed Oct 12 03:23:53 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 12 Oct 2016 09:23:53 +0200 Subject: [rt-users] Using self service interface for privileged users in 4.4.1? In-Reply-To: References: Message-ID: Le 11/10/2016 ? 20:11, Matt Zagrabelny a ?crit : > On Tue, Oct 11, 2016 at 8:05 AM, Alex Hall wrote: >> Hello list, >> I have 4.4.1 running. Someone said on this list that it included the option >> to use the self service interface, even for privileged users? I don't see >> that option in my user preferences. How do I enable it, and can I have a >> toggle for users to switch between the two without leaving the ticket >> they're viewing? Thanks. > Privileged users can always browse to: > > rt.example.com/SelfService > > You can probably use a callback to add a link to the self service URL > for displaying a ticket. link from standard UI to selfservice: rt/local/html/Callbacks/YourOrg/Elements/Tabs/Privileged: <%init> Menu->child( 'simplified-ui' => title => loc("SelfService"), sort_order => 1, path => '/SelfService/', attributes => { style => 'font-style: italic;' }); link back to standard UI from selfservice: rt/local/html/Callbacks/YourOrg/Elements/Tabs/SelfService: <%init> # Add link to full UI if allowed if ( $session{CurrentUser}->Privileged ) { Menu->child( 'full-ui' => title => loc("Full web interface"), sort_order => 1, path => '/index.html', attributes => { style => 'font-style: italic;' }); } ;) From chaniadimitris at yahoo.gr Wed Oct 12 04:17:15 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Wed, 12 Oct 2016 08:17:15 +0000 (UTC) Subject: [rt-users] Cannot see changes in UI In-Reply-To: References: <2105901519.2150459.1476217023017.ref@mail.yahoo.com>

Message-ID: <990194146.142847.1476260235945@mail.yahoo.com> Thank you Alex, but I 've already tried that. Not any change appeared! However, the solution is here: https://rt-wiki.bestpractical.com/wiki/CleanMasonCache I had to clear the Mason cache! Dimitris On Tuesday, October 11, 2016 11:35 PM, Alex Hall wrote: At a guess, I'd say to restart your web server. RT seems to need a restart before changes will be reflected in the web UI. From david.schmidt at univie.ac.at Wed Oct 12 06:16:37 2016 From: david.schmidt at univie.ac.at (David Schmidt) Date: Wed, 12 Oct 2016 12:16:37 +0200 Subject: [rt-users] Adding an Action link to Ticket/Display.html/BeforeActionList In-Reply-To: <89d98907bf3a7d617c5940ad8dea19ce@webmail2016.univie.ac.at> References: <82b05b31ff8f6663a3258845b6cf0785@webmail2016.univie.ac.at> <89d98907bf3a7d617c5940ad8dea19ce@webmail2016.univie.ac.at> Message-ID: <2f4ca59fd8a0bd1facb29f7dd9bb39b2@webmail2016.univie.ac.at> How can I access the referer in a callback? I managed to add the link using this callback: file: html/Callbacks/RT-Extension-OneClickClose/Elements/Tabs/Privileged <%ARGS> $Path => undef <%INIT> if ( $Path =~ m!^\/Ticket\/Display\.html! ) { if ( $DECODED_ARGS->{id} && $DECODED_ARGS->{id} =~ m/\d+/ ) { my $ticket_id = $DECODED_ARGS->{id}; my $actions = PageMenu()->child( 'actions' ); $actions->child( 'OneClickClose', title => 'OneClickClose', path => "/Ticket/Update.html?Status=resolved&SubmitTicket=1&id=$ticket_id&AfterSubmitReturn=1", ); } } On 06.10.2016 14:40, David Schmidt wrote: > I'll answer myself: > if an action is not a ref it is rendered in the result box. bit > unexpected but im sure there is a reason. (code in > share/html/Elements/ListActions) > > https://github.com/bestpractical/rt/blob/stable/share/html/Elements/ListActions#L49 > > > On 06.10.2016 13:53, David Schmidt wrote: >> When/Where are the actions added to @Actions? >> >> 1) for some reason the \@Actions ArrayRef is empty when I access it in >> the callback. Where do the Actions come from? I am talking about the >> links "Reply", "Comment", "Forward", "Stall", ... >> >> 2) If I push a simple string to \@Actions they end up in a yellow >> "Results" Widget. see attached screenshot >> >> >> #local/plugins/RT-Extension-OneClickClose/html/Callbacks/RT-Extension-OneClickClose/Ticket/Display.html/BeforeActionList >> <%init> >> use Data::Dumper; >> $RT::Logger->debug("\n\n###\n".Dumper($Actions)."\n\n###\n"); >> push @$Actions, "foo"; >> >> >> <%args> >> $Actions => undef >> $TicketObj => undef >> >> >> >> Output: >> ### >> $VAR1 = []; >> >> >> ### >> (/opt/rt4/local/plugins/RT-Extension-OneClickClose/html/Callbacks/RT-Extension-OneClickClose/Ticket/Display.html/BeforeActionList:3) >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From ahall at autodist.com Wed Oct 12 09:51:02 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 12 Oct 2016 09:51:02 -0400 Subject: [rt-users] Using self service interface for privileged users in 4.4.1? In-Reply-To: References:

Message-ID: The below code is great, thank you. I'm trying now to figure out a way to toggle the interface while staying on the current page, but I'll have to do more reading first. Using callbacks, can I remove items from existing templates? That is, could I remove the 'Assets' menu item in addition to adding my own menu items? Or provide my own implementation of something, like modifying the text of an existing menu item? My ultimate goal is still to simplify the history display on ticket summaries, but the menu seems a safe place to get my feet wet. I did also download and look at the source of that extension. It's making some sense, but I'm still very new to Perl and Mason, so am learning them at the same time as the callback mechanisms. I'll get there. :) On Wed, Oct 12, 2016 at 3:23 AM, Emmanuel Lacour wrote: > Le 11/10/2016 ? 20:11, Matt Zagrabelny a ?crit : > > On Tue, Oct 11, 2016 at 8:05 AM, Alex Hall wrote: > >> Hello list, > >> I have 4.4.1 running. Someone said on this list that it included the > option > >> to use the self service interface, even for privileged users? I don't > see > >> that option in my user preferences. How do I enable it, and can I have a > >> toggle for users to switch between the two without leaving the ticket > >> they're viewing? Thanks. > > Privileged users can always browse to: > > > > rt.example.com/SelfService > > > > You can probably use a callback to add a link to the self service URL > > for displaying a ticket. > > link from standard UI to selfservice: > > rt/local/html/Callbacks/YourOrg/Elements/Tabs/Privileged: > > <%init> > Menu->child( 'simplified-ui' => title => loc("SelfService"), sort_order > => 1, path => '/SelfService/', attributes => { style => 'font-style: > italic;' }); > > > > link back to standard UI from selfservice: > > rt/local/html/Callbacks/YourOrg/Elements/Tabs/SelfService: > <%init> > # Add link to full UI if allowed > if ( $session{CurrentUser}->Privileged ) { > Menu->child( 'full-ui' => title => loc("Full web interface"), sort_order > => 1, path => '/index.html', attributes => { style => 'font-style: > italic;' }); > } > > > > > > ;) > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Wed Oct 12 10:09:51 2016 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 12 Oct 2016 14:09:51 +0000 Subject: [rt-users] create transaction record In-Reply-To: <5B222A94-86F9-4908-A60B-7AC657B95F18@billmail.scconsult.com> References: <5B222A94-86F9-4908-A60B-7AC657B95F18@billmail.scconsult.com> Message-ID: Thanks Bill I should have thought of that, I will pursue one of those options. 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 Bill Cole Sent: Tuesday, October 11, 2016 11:16 PM To: rt-users Subject: Re: [rt-users] create transaction record On 10 Oct 2016, at 17:16, Bryon Baker wrote: > Hello List > > I have created a custom scrip the will respond to an email via a web > service call. I would like to create a transaction with the return > message. > > Can someone give me a little code snippet or some direction on how to > create the transaction? With our creating or updating a custom field. > > I have read about the _RecoredTransaction but I think this may be the > wrong route and I have not found any example code to help me out. Have you read https://docs.bestpractical.com/rt/4.4.1/RT/Transaction.html#Create ? Probably more useful: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Comment The simplest way to call it, given a RT::Ticket object named ticket: $ticket->Comment( Content => "I'm A Little Teapot" ); And now you have a new comment transaction. --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 From jeffrey.pilant at bayer.com Wed Oct 12 10:22:53 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Wed, 12 Oct 2016 14:22:53 +0000 Subject: [rt-users] The role of roles in 4.4 Message-ID: <6fa233d7af27403990fde2d8d7b980b5@MOXDEA.na.bayer.cnb> Alex Hall Wrote: >In the release notes for RT 4.4.0, the concept of "roles" is brought up. >The note says: > > * RT now has support for custom roles, along the lines of Requestor, >Owner, > Cc, and AdminCc. These roles can be single-member or multi-member. > Privileges can be assigned to members of custom roles, you can search >based > on custom role membership, you can notify custom role members in > scrips, and so on. > >This may be an obvious question to long-time users of RT, but what do roles >offer that groups don't? That is, what is the advantage to setting up a >custom role over making a group? In either case you have users assigned >rights based on membership, whether to a group or a role. Thanks. A group membership gives permission 100% of the time. A role membership gives permission only some of the time. If you give permission to close a ticket only to Owner, but not to a group, then you can only close tickets you own. If you gave it to a group instead, then you could close any ticket, even ones you don't own. /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 david.schmidt at univie.ac.at Wed Oct 12 10:23:37 2016 From: david.schmidt at univie.ac.at (David Schmidt) Date: Wed, 12 Oct 2016 16:23:37 +0200 Subject: [rt-users] Adding an Action link to Ticket/Display.html/BeforeActionList In-Reply-To: <2f4ca59fd8a0bd1facb29f7dd9bb39b2@webmail2016.univie.ac.at> References: <82b05b31ff8f6663a3258845b6cf0785@webmail2016.univie.ac.at> <89d98907bf3a7d617c5940ad8dea19ce@webmail2016.univie.ac.at> <2f4ca59fd8a0bd1facb29f7dd9bb39b2@webmail2016.univie.ac.at> Message-ID: <577c01cae863f163c5471b17b814acd3@webmail2016.univie.ac.at> well, here is one solution that works for me. my $referer = RT::Interface::Web::RequestENV('HTTP_REFERER'); https://github.com/MarkHofstetter/RT-Extension-OneClickClose On 12.10.2016 12:16, David Schmidt wrote: > How can I access the referer in a callback? > > > I managed to add the link using this callback: > > file: > html/Callbacks/RT-Extension-OneClickClose/Elements/Tabs/Privileged > <%ARGS> > $Path => undef > > > <%INIT> > if ( $Path =~ m!^\/Ticket\/Display\.html! ) { > if ( $DECODED_ARGS->{id} && $DECODED_ARGS->{id} =~ m/\d+/ ) { > my $ticket_id = $DECODED_ARGS->{id}; > my $actions = PageMenu()->child( 'actions' ); > $actions->child( > 'OneClickClose', > title => 'OneClickClose', > path => > "/Ticket/Update.html?Status=resolved&SubmitTicket=1&id=$ticket_id&AfterSubmitReturn=1", > ); > } > } > > > > > On 06.10.2016 14:40, David Schmidt wrote: >> I'll answer myself: >> if an action is not a ref it is rendered in the result box. bit >> unexpected but im sure there is a reason. (code in >> share/html/Elements/ListActions) >> >> https://github.com/bestpractical/rt/blob/stable/share/html/Elements/ListActions#L49 >> >> >> On 06.10.2016 13:53, David Schmidt wrote: >>> When/Where are the actions added to @Actions? >>> >>> 1) for some reason the \@Actions ArrayRef is empty when I access it >>> in >>> the callback. Where do the Actions come from? I am talking about the >>> links "Reply", "Comment", "Forward", "Stall", ... >>> >>> 2) If I push a simple string to \@Actions they end up in a yellow >>> "Results" Widget. see attached screenshot >>> >>> >>> #local/plugins/RT-Extension-OneClickClose/html/Callbacks/RT-Extension-OneClickClose/Ticket/Display.html/BeforeActionList >>> <%init> >>> use Data::Dumper; >>> $RT::Logger->debug("\n\n###\n".Dumper($Actions)."\n\n###\n"); >>> push @$Actions, "foo"; >>> >>> >>> <%args> >>> $Actions => undef >>> $TicketObj => undef >>> >>> >>> >>> Output: >>> ### >>> $VAR1 = []; >>> >>> >>> ### >>> (/opt/rt4/local/plugins/RT-Extension-OneClickClose/html/Callbacks/RT-Extension-OneClickClose/Ticket/Display.html/BeforeActionList:3) >>> >>> --------- >>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestpractical.com/training >>> * Boston - October 24-26 >>> * Los Angeles - Q1 2017 >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From mzagrabe at d.umn.edu Wed Oct 12 10:59:57 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 12 Oct 2016 09:59:57 -0500 Subject: [rt-users] Using self service interface for privileged users in 4.4.1? In-Reply-To: References:

Message-ID: On Wed, Oct 12, 2016 at 8:51 AM, Alex Hall wrote: > The below code is great, thank you. I'm trying now to figure out a way to > toggle the interface while staying on the current page, but I'll have to do > more reading first. > > Using callbacks, can I remove items from existing templates? That is, could > I remove the 'Assets' menu item in addition to adding my own menu items? Yep. We add menu items for our own extensions and also remove/repurpose other menu items. -m From thomas.oddsund at usit.uio.no Wed Oct 12 15:14:41 2016 From: thomas.oddsund at usit.uio.no (Thomas Oddsund) Date: Wed, 12 Oct 2016 19:14:41 +0000 Subject: [rt-users] Downloading attachments via REST Message-ID: <3beba173d0df4873a0ece380697d34b9@mail-ex01.exprod.uio.no> Hello, I am currently in the process of writing a script for simple transferring of tickets from one instance to another. Both instances run 4.2.8, and I'm using Python for the script. Unfortunately, I have met a problem when it comes to attachments. The script uses the requests-library, and rt_get is just a wrapper around the session.get() function. Text files seem fine, but other files(i.e. pdf) aren't stored correctly. >From what I've gathered, even though the Content-Transfer-Encoding says base64, this is not the case, as base64.decoding outputs a 98 byte file. It's not correct to output it as utf-8 encoded either, because that gives a file of 475957 bytes. The original file is 236633 bytes. Also, decoding/encoding the string buffer as Latin-1 throws an error. Have anyone done this before? Is the problem that the pdf file has some other encoding then UTF-8/Latin-1? Will this be different from all files? Are there any ways to just treat the content-response as bits and bytes, and write them directly to a file? A simple example of the code can be seen below, and all kinds of decode/encode attempts have been resultless. #!/usr/bin/env python2 from __future__ import print_function import requests import getpass import re import base64 from rtrequestlib import rt_get, rt_post # Fix Python 2.x. try: input = raw_input except NameError: pass fromSess = requests.Session() fromBase = "https://rt.uio.no/REST/1.0/" username = input("Username: ") password = getpass.getpass() payload = {"user": username, "pass": password} loginS = rt_post(fromSess, fromBase, "", payload) attHead = rt_get(fromSess, fromBase, "ticket/2305592/attachments/26780830/content") # PDF attachment to a ticket # Remove REST-response and last three newlines pdfFile = attHead.text[17:-3] with open("test1.pdf", "wb") as f: f.write(pdfFile.encode("utf-8")) # only 98 bytes with open("test64.pdf", "wb") as f: f.write(base64.decodestring(pdfFile.encode("utf-8"))) with open("test2.pdf", "wb") as f: f.write(pdfFile.encode("iso-8859-1")) # THROWS UnicodeEncodeError Med vennlig hilsen, Thomas Oddsund SDS/USIT From ahall at autodist.com Wed Oct 12 16:53:05 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 12 Oct 2016 16:53:05 -0400 Subject: [rt-users] clarification on callbacks In-Reply-To: References: Message-ID: Callbacks I get now, at least I'm pretty sure I do. I've been reading the docs for RT objects, and if I can use any of the properties and methods I've found, I can see how plugins are so powerful. My sticking point now is modifying what's already there. I can remove items from a menu with deleteKey, but I haven't found a way to remove items from other areas of RT and replace them with my own. My ultimate goal, as I've said, is to redo the ticket history section on ticket summary and history pages, to make it easier to read and follow. I have an idea of how I'd make the display I want to see, but how do I also get rid of the default one? Callbacks let you insert your own functionality at certain points, but--understandably--they don't seem as willing to let you get at the existing structure. If I wanted to get rid of history and put in my own, or hide the time worked/estimated section entirely, could I do so? If I can, where is a good place to start reading about how? Thanks! On Tue, Oct 11, 2016 at 4:38 PM, Matt Zagrabelny wrote: > Hey Alex, > > On Tue, Oct 11, 2016 at 3:27 PM, Alex Hall wrote: > > Hello list, > > I'm considering trying out a callback. Ken suggested it as a way to add a > > link to pages that will let users toggle between self-service and > standard > > interfaces, and I'm very much hoping I can use it to customize the way > > history displays on ticket summary pages. > > > > From what I've read so far, it seems like a callback is analogous to a > > subclass. If I have a 'renderer' class that can make pretty text from raw > > HTML, I might then subclass it and override the function that parses > text to > > make it work on XML. Yes, it's a very terrible example, but hopefully the > > idea is correct. > > > > Anyway, a callback in RT seems a lot like that. I want the ticket page to > > display how it already does, but I don't like the history part. Thus, I > copy > > the file to the proper callback directory, then modify it. RT will, when > it > > knows it has to use Display.html, look in callbacks first and use my > > version. Only if I don't provide one will it use the default one in > > share/html/Tickets. > > > > Do I have this right--copy the existing file to callbacks and modify it? > Or > > do I make a blank file, override only the bits I want to in there, and > not > > copy the whole thing? Am I thinking about callbacks all wrong? > > You are thinking about Callbacks wrong. :) > > They are hook points in the HTML (Mason) of RT. > > Many (most?) RT extension will have some callbacks in them. Here is a > nice easy one to get your feet wet: > > https://github.com/bestpractical/rt-extension-commentoncreate > > Take a look at the source for this extension and note the > html/Callbacks directory. Then look in your RT share/html directory > for where those callbacks would appear. > > In this particular instance, rt-extension-commentoncreate adds a > "comment" box just below the "create" content box on the > Ticket/Create.html page. > > So you can see from the source of the extension, it will add something > to the AfterMessageBox callback in the Create.html Mason component. > > I'll let you dig a little bit more with this extension or another one > to get more familiar with callbacks. > > Also, read the documentation: > > https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Callbacks > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at etc.gen.nz Wed Oct 12 18:25:13 2016 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Thu, 13 Oct 2016 11:25:13 +1300 Subject: [rt-users] Create ticket via API ignores Requestors field on notify requestors? In-Reply-To: <8F0FDEB8-8F9F-4383-BB8A-89913F23D073@billmail.scconsult.com> References: <1475720579.18299.15.camel@etc.gen.nz> <1475723305.18299.17.camel@etc.gen.nz> <1476215928.18299.51.camel@etc.gen.nz> <8F0FDEB8-8F9F-4383-BB8A-89913F23D073@billmail.scconsult.com> Message-ID: <1476311113.18299.67.camel@etc.gen.nz> On Tue, 2016-10-11 at 23:18 -0400, Bill Cole wrote: > On 11 Oct 2016, at 15:58, Andrew Ruthven wrote: > > > Any other suggestions? ?I'm kinda grasping at straws here. > > Perhaps you need to make Scrip 22 runs in the "Batch" scrip stage? Hi Bill, Yes, that worked perfectly. ?Thanks for the suggestion. Cheers, Andrew --? Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz?????????????| linux.conf.au 2017, Hobart, AU ? New Zealand's only Cloud:???| ? The Future of Open Source https://catalyst.net.nz/cloud | ? ? http://linux.conf.au From mzagrabe at d.umn.edu Wed Oct 12 21:37:23 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 12 Oct 2016 20:37:23 -0500 Subject: [rt-users] [phish?] Re: clarification on callbacks In-Reply-To: References:

Message-ID: On Wed, Oct 12, 2016 at 3:53 PM, Alex Hall wrote: > Callbacks I get now, at least I'm pretty sure I do. I've been reading the > docs for RT objects, and if I can use any of the properties and methods I've > found, I can see how plugins are so powerful. > > My sticking point now is modifying what's already there. I can remove items > from a menu with deleteKey, but I haven't found a way to remove items from > other areas of RT and replace them with my own. You would use local versions of the Mason components. RT doesn't (at this point) have that modular or dynamic of an architecture. It'd be great to have flexibility for users to see what they want in the layout - it'd probably be a big-ish undertaking to implement it. My ultimate goal, as I've > said, is to redo the ticket history section on ticket summary and history > pages, to make it easier to read and follow. I have an idea of how I'd make > the display I want to see, but how do I also get rid of the default one? From: https://docs.bestpractical.com/rt/4.4.1/writing_portlets.html "Copy /opt/rt4/html/share/SelfService/index.html to /opt/rt4/local/html/SelfService/index.html" So if you wanted un-callback-able modifications made to your RT, then you'd copy, for instance: /opt/rt4/html/share/Ticket/Display.html to /opt/rt4/html/local/Ticket/Display.html and then hack on the latter. -m From ahall at autodist.com Wed Oct 12 21:44:24 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 12 Oct 2016 21:44:24 -0400 Subject: [rt-users] [phish?] Re: clarification on callbacks In-Reply-To: References:

Message-ID: <8C458C12-A773-4DEF-AEA0-1CE5895A68D0@autodist.com> > On Oct 12, 2016, at 21:37, Matt Zagrabelny wrote: > > On Wed, Oct 12, 2016 at 3:53 PM, Alex Hall wrote: >> Callbacks I get now, at least I'm pretty sure I do. I've been reading the >> docs for RT objects, and if I can use any of the properties and methods I've >> found, I can see how plugins are so powerful. >> >> My sticking point now is modifying what's already there. I can remove items >> from a menu with deleteKey, but I haven't found a way to remove items from >> other areas of RT and replace them with my own. > > You would use local versions of the Mason components. RT doesn't (at > this point) have that modular or dynamic of an architecture. I hoped you weren't going to say that. :) I was looking earlier, to find where exactly the download/with headers links and other extras get assembled and inserted. I couldn't find any of it anywhere. I found ShowHistory and ShowTransaction, but I couldn't find where the text of replies and other transactions gets turned into what you see on the web UI. I must have missed something obvious, but I can't see what. > > It'd be great to have flexibility for users to see what they want in > the layout - it'd probably be a big-ish undertaking to implement it. > > My ultimate goal, as I've >> said, is to redo the ticket history section on ticket summary and history >> pages, to make it easier to read and follow. I have an idea of how I'd make >> the display I want to see, but how do I also get rid of the default one? > > From: > > https://docs.bestpractical.com/rt/4.4.1/writing_portlets.html > > "Copy /opt/rt4/html/share/SelfService/index.html to > /opt/rt4/local/html/SelfService/index.html" > > So if you wanted un-callback-able modifications made to your RT, then > you'd copy, for instance: > > /opt/rt4/html/share/Ticket/Display.html > > to > > /opt/rt4/html/local/Ticket/Display.html > > and then hack on the latter. > > -m From mzagrabe at d.umn.edu Wed Oct 12 21:54:10 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 12 Oct 2016 20:54:10 -0500 Subject: [rt-users] [phish?] Re: clarification on callbacks In-Reply-To: <8C458C12-A773-4DEF-AEA0-1CE5895A68D0@autodist.com> References:

<8C458C12-A773-4DEF-AEA0-1CE5895A68D0@autodist.com> Message-ID: On Wed, Oct 12, 2016 at 8:44 PM, Alex Hall wrote: > >> You would use local versions of the Mason components. RT doesn't (at >> this point) have that modular or dynamic of an architecture. > > I hoped you weren't going to say that. :) I was looking earlier, to find where exactly the download/with headers links and other extras get assembled and inserted. I couldn't find any of it anywhere. I found ShowHistory and ShowTransaction, but I couldn't find where the text of replies and other transactions gets turned into what you see on the web UI. I must have missed something obvious, but I can't see what. You could always get (by paying) BPS to make the modifications to upstream - then you'd get something that is supported for the future and the community would benefit by getting new functionality. -m From aniket.tripathy at gmail.com Thu Oct 13 12:11:08 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Thu, 13 Oct 2016 21:41:08 +0530 Subject: [rt-users] AuthToken Field in the User table Message-ID: Hello, Has anybody ever come across any extension/examples, other than in the ical-extension, for the use of Auth token? Or any idea which scenarios it can be used? Thanks, Aniket -------------- next part -------------- An HTML attachment was scrubbed... URL: From James.Zuelow at juneau.org Thu Oct 13 16:32:36 2016 From: James.Zuelow at juneau.org (James Zuelow) Date: Thu, 13 Oct 2016 20:32:36 +0000 Subject: [rt-users] rt-setup-fulltext-index dropped DB connections with MySQL Message-ID: <72f5ab605b3d4de3a9275b40d6424a60@City-Exch-DB1.cbj.local> I'm having trouble setting up the fulltext index on a Debian installation. Admittedly this is a Wheezy installation, not Jessie as we wanted to track a newer version of rt4, so some things may be broken. Hopefully the freeze comes soon though. Package versions at the moment are MySQL 5.6.30, Perl 5.2.22, and request-tracker 4.2.13. There is a Perl 5.4 upgrade available, but that breaks my rt4 installation. Anyway, here's what I see: ########## root at mis-rt-lnx:/usr/sbin# ./rt-setup-fulltext-index --dba rtuser --dba-password secret MySQL 5.6 and above support native full-text indexing; for compatibility with earlier versions of RT, the external Sphinx indexer is still supported. Which indexing solution would you prefer? [mysql]: mysql Enter the name of a new MySQL table that will be used to store the full-text content and indexes: [AttachmentsIndex]: AttachmentsIndex Going to run the following in the DB: CREATE TABLE AttachmentsIndex ( id INT UNSIGNED AUTO_INCREMENT NOT NULL PRIMARY KEY,Content LONGTEXT ) ENGINE=InnoDB CHARACTER SET utf8 Indexing existing data... Going to run the following in the DB: CREATE FULLTEXT INDEX AttachmentsIndex ON AttachmentsIndex(Content) [58876] [Thu Oct 13 02:23:42 2016] [warning]: DBD::mysql::db do failed: Lost connection to MySQL server during query at ./rt-setup-fulltext-index line 736, line 2. (./rt-setup-fulltext-index:736) [58876] [Thu Oct 13 02:23:42 2016] [critical]: DBD::mysql::db do failed: Lost connection to MySQL server during query at ./rt-setup-fulltext-index line 736, line 2. (/usr/share/request-tracker4/lib/RT.pm:389) DBD::mysql::db do failed: Lost connection to MySQL server during query at ./rt-setup-fulltext-index line 736, line 2. ########## The "Lost connection to MySQL" error often occurs when a child kills the database connection for the parent, so I've tried different permutations of InactiveDestroy in the script itself, for example adding the third line below: my $dbh = $RT::Handle->dbh; $dbh->{'RaiseError'} = 1; $dbh->{'PrintError'} = 1; $dbh->{'InactiveDestroy'} = 1; ##THIS LINE ADDED TO SCRIPT## But I'm unable to find a magic fix this way. I've also tried running the script as the MySQL root user without success. This appears to be a slightly different issue than what I see in the archives. Has anyone else seen this or can point me in the right direction to chase down the lost connections? Thanks! James -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Oct 13 16:43:26 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 13 Oct 2016 16:43:26 -0400 Subject: [rt-users] Changes to html files not appearing Message-ID: Hello list, I've made a change to ShowEmailRecord.html. I copied it to /local/html/Ticket, modified it, cleared the mason cache, and restarted both FCGI and Nginx. But I can't see my change on the website. Of course, this presumes I've correctly followed the chain of includes from the ShowTransaction template back to this html file. Did I miss a step? I'm on Debian, so cleared /opt/rt4/var/mason_data/cache/obj/*. Is there a different cache on Debian, even though I'm now running from source and not the pre-built packages? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Oct 13 17:17:20 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 13 Oct 2016 16:17:20 -0500 Subject: [rt-users] Changes to html files not appearing In-Reply-To: References: Message-ID: Hi Alex, On Thu, Oct 13, 2016 at 3:43 PM, Alex Hall wrote: > Hello list, > I've made a change to ShowEmailRecord.html. I copied it to > /local/html/Ticket, modified it, cleared the mason cache, and restarted > both FCGI and Nginx. But I can't see my change on the website. Of course, > this presumes I've correctly followed the chain of includes from the > ShowTransaction template back to this html file. Did I miss a step? Note: I've never used the /local/html Mason override. >From what I understand, I don't think you missed a step. I'm on > Debian, so cleared /opt/rt4/var/mason_data/cache/obj/*. Is there a different > cache on Debian, even though I'm now running from source and not the > pre-built packages? Since you installed from source, there isn't a different location. Only if you were using a packaged version of RT would the path be dependent on the package. However, if you cleared the mason cache at that location, then it is wrong. You want: sudo find /opt/rt4/var/mason_data/obj -mindepth 1 -delete -m From alex at chmrr.net Fri Oct 14 01:29:18 2016 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 13 Oct 2016 22:29:18 -0700 Subject: [rt-users] rt-setup-fulltext-index dropped DB connections with MySQL In-Reply-To: <72f5ab605b3d4de3a9275b40d6424a60@City-Exch-DB1.cbj.local> References: <72f5ab605b3d4de3a9275b40d6424a60@City-Exch-DB1.cbj.local> Message-ID: <20161013222918.421f7af2@thraddash.chmrr.net> On Thu, 13 Oct 2016 20:32:36 +0000 James Zuelow wrote: > Package versions at the moment are MySQL 5.6.30, Perl 5.2.22, and > request-tracker 4.2.13. There is a Perl 5.4 upgrade available, but > that breaks my rt4 installation. For reference, your perl versions are not comprehensible. Wheezy ships perl 5.14.2, per https://packages.debian.org/wheezy/perl, and there has never been a perl version 5.2 or 5.4 -- 5.002 was released in 1996, 5.004 in 1997, and 5.6 in 2000. > Indexing existing data... > Going to run the following in the DB: > CREATE FULLTEXT INDEX AttachmentsIndex ON AttachmentsIndex(Content) > > [58876] [Thu Oct 13 02:23:42 2016] [warning]: DBD::mysql::db do failed: > Lost connection to MySQL server during query at > ./rt-setup-fulltext-index line 736, line 2. Check your "max_allowed_packet" setting in mysqld. The most common cause is the MySQL client (here, rt-fulltext-indexer) sending something in the MySQL wire protocol which is larger than that limit, which causes the server to unceremoniously drop the connection. Raise that limit and restart mysql, and it should resolve the issue. - Alex From jbrandt at bestpractical.com Fri Oct 14 08:37:25 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 14 Oct 2016 08:37:25 -0400 Subject: [rt-users] rt-setup-fulltext-index dropped DB connections with MySQL In-Reply-To: <20161013222918.421f7af2@thraddash.chmrr.net> References: <72f5ab605b3d4de3a9275b40d6424a60@City-Exch-DB1.cbj.local> <20161013222918.421f7af2@thraddash.chmrr.net> Message-ID: <9e35cf3a-7405-169c-1d05-143e8d33a05c@bestpractical.com> We have also run into a possible mysql bug related to indexing starting in version 5.6.29. The symptom is similar to your report and we saw this sort of error in the mysql log: InnoDB: Assertion failure in thread 140011690678016 in file row0merge.cc line 794 At the time our solution was to revert back to mysql 5.6.28 which didn't have the issue. We don't know yet if this is fixed in a newer release. On 10/14/16 1:29 AM, Alex Vandiver wrote: > On Thu, 13 Oct 2016 20:32:36 +0000 > James Zuelow wrote: >> Package versions at the moment are MySQL 5.6.30, Perl 5.2.22, and >> request-tracker 4.2.13. There is a Perl 5.4 upgrade available, but >> that breaks my rt4 installation. > > For reference, your perl versions are not comprehensible. Wheezy ships > perl 5.14.2, per https://packages.debian.org/wheezy/perl, and there has > never been a perl version 5.2 or 5.4 -- 5.002 was released in 1996, > 5.004 in 1997, and 5.6 in 2000. > > >> Indexing existing data... >> Going to run the following in the DB: >> CREATE FULLTEXT INDEX AttachmentsIndex ON AttachmentsIndex(Content) >> >> [58876] [Thu Oct 13 02:23:42 2016] [warning]: DBD::mysql::db do failed: >> Lost connection to MySQL server during query at >> ./rt-setup-fulltext-index line 736, line 2. > > Check your "max_allowed_packet" setting in mysqld. The most common > cause is the MySQL client (here, rt-fulltext-indexer) sending something > in the MySQL wire protocol which is larger than that limit, which > causes the server to unceremoniously drop the connection. > > Raise that limit and restart mysql, and it should resolve the issue. > > - Alex > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > From James.Zuelow at juneau.org Fri Oct 14 12:31:33 2016 From: James.Zuelow at juneau.org (James Zuelow) Date: Fri, 14 Oct 2016 16:31:33 +0000 Subject: [rt-users] rt-setup-fulltext-index dropped DB connections with MySQL In-Reply-To: <9e35cf3a-7405-169c-1d05-143e8d33a05c@bestpractical.com> References: <72f5ab605b3d4de3a9275b40d6424a60@City-Exch-DB1.cbj.local> <20161013222918.421f7af2@thraddash.chmrr.net> <9e35cf3a-7405-169c-1d05-143e8d33a05c@bestpractical.com> Message-ID: <92c48081a74841f690453bd476d4d11b@City-Exch-DB1.cbj.local> > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > Jim Brandt > Sent: Friday, October 14, 2016 4:37 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt-setup-fulltext-index dropped DB connections with > MySQL > > We have also run into a possible mysql bug related to indexing starting in > version 5.6.29. The symptom is similar to your report and we saw this sort of > error in the mysql log: > > InnoDB: Assertion failure in thread 140011690678016 in file row0merge.cc line > 794 > > At the time our solution was to revert back to mysql 5.6.28 which didn't have > the issue. We don't know yet if this is fixed in a newer release. OK. I don't have this exact error, but I do see that MySQL 5.6.31 is supposed to resolve an issue with InnoDB fulltext indices crashing the server. So I think I'm waiting for 5.6.31 to enter Debian - hopefully before Wheezy freezes or it will be messy. > On 10/14/16 1:29 AM, Alex Vandiver wrote: > > For reference, your perl versions are not comprehensible. Wheezy > > ships perl 5.14.2, per https://packages.debian.org/wheezy/perl, and > > there has never been a perl version 5.2 or 5.4 -- 5.002 was released > > in 1996, > > 5.004 in 1997, and 5.6 in 2000. Sorry, a typo on my part. I have Perl 5.22.2 installed, not 5.2.22. > > > > Check your "max_allowed_packet" setting in mysqld. The most common > > cause is the MySQL client (here, rt-fulltext-indexer) sending > > something in the MySQL wire protocol which is larger than that limit, > > which causes the server to unceremoniously drop the connection. > > > > Raise that limit and restart mysql, and it should resolve the issue. I started at 256M, and slowly raised it to 4096M without success. I will experiment with Debian Snapshots and see if I can roll back MySQL to 5.6.28, and report what happens. James From James.Zuelow at juneau.org Fri Oct 14 13:10:23 2016 From: James.Zuelow at juneau.org (James Zuelow) Date: Fri, 14 Oct 2016 17:10:23 +0000 Subject: [rt-users] rt-setup-fulltext-index dropped DB connections with MySQL In-Reply-To: <92c48081a74841f690453bd476d4d11b@City-Exch-DB1.cbj.local> References: <72f5ab605b3d4de3a9275b40d6424a60@City-Exch-DB1.cbj.local> <20161013222918.421f7af2@thraddash.chmrr.net> <9e35cf3a-7405-169c-1d05-143e8d33a05c@bestpractical.com> <92c48081a74841f690453bd476d4d11b@City-Exch-DB1.cbj.local> Message-ID: > > I will experiment with Debian Snapshots and see if I can roll back MySQL to > 5.6.28, and report what happens. My Debian Snapshots foo is a little weak, so I ended up with MySQL 5.6.27-2 instead of 5.6.28. However, the rt-setup-fulltext-index script ran perfectly at that point. I will pin MySQL at that version until 5.6.31 shows up in the archives. Thank you for your help! James From anthnd at hotmail.com Fri Oct 14 16:17:42 2016 From: anthnd at hotmail.com (Anthony Nguyen-Duong) Date: Fri, 14 Oct 2016 20:17:42 +0000 Subject: [rt-users] Getting all transactions using RT REST API? Message-ID: Hi rt-users, I'm currently working on a web app to pull statistics from RT. One of the stats I'd like to show for each ticket is the number of emails received. The way that I've implemented it now is essentially go to /REST/1.0/ticket/nn/history/ and then count up the number of emails. But I call this for every single ticket. So it's horribly inefficient for larger number of tickets. I was wondering if there was a way of getting all the transactions in one API call instead of one for every ticket I iterate through. Thanks, Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From T.Pletter at rewe-group.at Mon Oct 17 04:02:07 2016 From: T.Pletter at rewe-group.at (Pletter Thomas) Date: Mon, 17 Oct 2016 08:02:07 +0000 Subject: [rt-users] Query history ( oracle database ) Message-ID: <9AA6D280E7FDFB4B8C7FD765D50F9BC6448C8EF3@SAUT0015.REWE-AUT.1TLD.BIZ> Hello, Our repository is stored in a oracle database. In which column is the history of a ticket stored ? I find , Is it the Table transactions, Column data ? In Column objectid is the ticket id stored . When I query the table transactions, I can't get the total history of one ticket. Kind regards, Tom ______________________________________ HINWEIS: Alle von Gesellschaften der REWE International AG elektronisch uebermittelten Auskuenfte, Mitteilungen und Erklaerungen sind vertraulich und rechtlich unverbindlich. Verpflichtungen von Gesellschaften der REWE International AG beduerfen der schriftlichen Einigung in saemtlichen Vertragspunkten sowie der Unterfertigung durch das vertretungsbefugte Organ. Im Falle einer Fehluebermittlung ersuchen wir um Benachrichtigung sowie um Vernichtung und Beachtung, dass jegliche Form der Verwendung und Weitergabe der Inhalte an Dritte unzulaessig ist. NOTICE: All notices, declarations and explanations transferred electronically from REWE International AG companies are confidential and not legally binding. Obligations of REWE International AG companies arise only when written agreement to all contractual points has been confirmed in writing with the signature of an authorized representative. If this e-mail was sent by mistake, please inform us immediately. Furthermore we also request you to destroy it and use neither the contents nor disclose them in any manner to third parties. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kdh162 at cse.psu.edu Mon Oct 17 08:45:12 2016 From: kdh162 at cse.psu.edu (Kem Hartley) Date: Mon, 17 Oct 2016 08:45:12 -0400 Subject: [rt-users] RT 4.4.1 login form and 2FA Message-ID: RT Community, I'm trying to setup 2FA, specifically Duo, with the RT login process. I'm having a difficult time figuring out where to place the duo perl code in the login process. I'm using external LDAP authentication. Once the successful login returns from LDAP, where does RT forward to the home page. I need to put in the duo perl code before RT sends the authenticated user to the home page. Any help would be greatly appreciated. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Schwager at dtnet.de Mon Oct 17 09:13:17 2016 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 17 Oct 2016 13:13:17 +0000 Subject: [rt-users] Search tickets which refers to an asset? (RT 4.4.1) Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F245C979B@exchange2.dtnet.de> Hi all, I'm wondering if there's a possibility to search all tickets refering to one or more assets. A ticket search string like RefersTo = 'a:%' does not work. Any ideas? Best regards Daniel -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4000 bytes Desc: not available URL: From martin.wheldon at greenhills-it.co.uk Mon Oct 17 09:25:10 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Mon, 17 Oct 2016 13:25:10 +0000 Subject: [rt-users] RT 4.4.1 login form and 2FA In-Reply-To: References: Message-ID: Hi, I'm not familiar with the DUO 2FA solution, but I think you may be looking for callbacks in the login page. The following should help: https://rt-wiki.bestpractical.com/wiki/CustomizingWithCallbacks I beleive the ones you are interested in are those below: /Elements/Login CallbackName => 'AfterForm' /Elements/Login CallbackName => 'BeforeForm' Hope that helps Best Regards Martin On 2016-10-17 12:45, Kem Hartley wrote: > RT Community, > I'm trying to setup 2FA, specifically Duo, with the RT login process. > I'm having a difficult time figuring out where to place the duo perl > code in the login process. I'm using external LDAP authentication. > Once the successful login returns from LDAP, where does RT forward to > the home page. I need to put in the duo perl code before RT sends the > authenticated user to the home page. Any help would be greatly > appreciated. Thank you. > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From mzagrabe at d.umn.edu Mon Oct 17 09:37:50 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 17 Oct 2016 08:37:50 -0500 Subject: [rt-users] RT 4.4.1 login form and 2FA In-Reply-To: References: Message-ID: On Mon, Oct 17, 2016 at 7:45 AM, Kem Hartley wrote: > RT Community, > I'm trying to setup 2FA, specifically Duo, with the RT login process. I'm > having a difficult time figuring out where to place the duo perl code in the > login process. I'm using external LDAP authentication. Once the successful > login returns from LDAP, where does RT forward to the home page. I need to > put in the duo perl code before RT sends the authenticated user to the home > page. Any help would be greatly appreciated. Thank you. Are you looking to use LDAP for AUTHN or hack RT to use DUO? I'm not sure if LDAP can use PAM for AUTHN, but if it can, you can use a PAM RADIUS module and configure DUO on your RADIUS server. -m From martin.wheldon at greenhills-it.co.uk Mon Oct 17 09:58:32 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Mon, 17 Oct 2016 13:58:32 +0000 Subject: [rt-users] RT 4.4.1 login form and 2FA In-Reply-To: References: Message-ID: Hi, Using the Duo ldap proxy looks like a viable option too. https://duo.com/docs/ldap Best Regards Martin On 2016-10-17 13:37, Matt Zagrabelny wrote: > On Mon, Oct 17, 2016 at 7:45 AM, Kem Hartley > wrote: >> RT Community, >> I'm trying to setup 2FA, specifically Duo, with the RT login process. >> I'm >> having a difficult time figuring out where to place the duo perl code >> in the >> login process. I'm using external LDAP authentication. Once the >> successful >> login returns from LDAP, where does RT forward to the home page. I >> need to >> put in the duo perl code before RT sends the authenticated user to the >> home >> page. Any help would be greatly appreciated. Thank you. > > Are you looking to use LDAP for AUTHN or hack RT to use DUO? > > I'm not sure if LDAP can use PAM for AUTHN, but if it can, you can use > a PAM RADIUS module and configure DUO on your RADIUS server. > > -m > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From kdh162 at cse.psu.edu Mon Oct 17 10:10:24 2016 From: kdh162 at cse.psu.edu (Kem Hartley) Date: Mon, 17 Oct 2016 10:10:24 -0400 Subject: [rt-users] RT 4.4.1 login form and 2FA In-Reply-To: References:

Message-ID: Hi Martin, That might be a viable option as well. I might try that or switching to apache authentication via radius as well. Thanks all for the responses! On 10/17/16 9:58 AM, Martin Wheldon wrote: > Hi, > > Using the Duo ldap proxy looks like a viable option too. > > https://duo.com/docs/ldap > > Best Regards > > Martin > > On 2016-10-17 13:37, Matt Zagrabelny wrote: >> On Mon, Oct 17, 2016 at 7:45 AM, Kem Hartley wrote: >>> RT Community, >>> I'm trying to setup 2FA, specifically Duo, with the RT login >>> process. I'm >>> having a difficult time figuring out where to place the duo perl >>> code in the >>> login process. I'm using external LDAP authentication. Once the >>> successful >>> login returns from LDAP, where does RT forward to the home page. I >>> need to >>> put in the duo perl code before RT sends the authenticated user to >>> the home >>> page. Any help would be greatly appreciated. Thank you. >> >> Are you looking to use LDAP for AUTHN or hack RT to use DUO? >> >> I'm not sure if LDAP can use PAM for AUTHN, but if it can, you can use >> a PAM RADIUS module and configure DUO on your RADIUS server. >> >> -m >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -- Kem Hartley Network Systems Specialist School of EECS The Pennsylvania State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael_Fisher at URMC.Rochester.edu Mon Oct 17 09:56:20 2016 From: Michael_Fisher at URMC.Rochester.edu (Fisher, Michael (SON)) Date: Mon, 17 Oct 2016 13:56:20 +0000 Subject: [rt-users] "Group By" Error with CustomFields Message-ID: <642992CC-7082-4652-9189-3B71DD677F00@URMC.Rochester.edu> Greetings! I?ve had this error going on for the last 2 years or so (the cause seemed to be driven by adding a new Custom Field configuration). I?ve been on the 4.0 release for a while (upgraded to various versions through the 2.x and 3.x series). I hoped that it would fix itself when I migrated up to 4.4 (only done in test so far), but no such luck. It is generated any time a ticket is shown through the web interface, so it?s a pretty frequent error! Oct 16 17:40:36 helium postgres[4097]: [5-1] ERROR: column "main.name" must appear in the GROUP BY clause or be used in an aggregate function at character 8 Oct 16 17:40:36 helium postgres[4097]: [5-2] STATEMENT: SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (ObjectCustomFields_1.ObjectId = '33' OR ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC When this fails, it seems to also prevent the Custom Fields functionality from working at all, which is a bummer. I tried deleting everything from CustomFields, CustomFieldValues, ObjectCustomFields, and ObjectCustomFieldValues, but this didn?t help. Environment: FreeBSD 9.3 (migrating to 10.3), PostgreSQL 9.1 (migrating to 9.5), RT 4.0.24 (migrating to 4.4.1). I did a new RT 4.4.1 build/database in a VM and compared the schemas between my upgraded RT database and the clean one, and I didn?t see significant differences in the CustomFields, CustomFieldValues, ObjectCustomFields, and ObjectCustomFieldValues tables. Any suggestions on what I could do to help resolve this error? Thanks! -- Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Mon Oct 17 10:49:32 2016 From: jvdwege at xs4all.nl (Joop) Date: Mon, 17 Oct 2016 16:49:32 +0200 Subject: [rt-users] "Group By" Error with CustomFields In-Reply-To: <642992CC-7082-4652-9189-3B71DD677F00@URMC.Rochester.edu> References: <642992CC-7082-4652-9189-3B71DD677F00@URMC.Rochester.edu> Message-ID: <5804E4FC.1060107@xs4all.nl> On 17-10-2016 15:56, Fisher, Michael (SON) wrote: > > Greetings! > > > > I?ve had this error going on for the last 2 years or so (the cause > seemed to be driven by adding a new Custom Field configuration). I?ve > been on the 4.0 release for a while (upgraded to various versions > through the 2.x and 3.x series). I hoped that it would fix itself when > I migrated up to 4.4 (only done in test so far), but no such luck. > > > > It is generated any time a ticket is shown through the web interface, > so it?s a pretty frequent error! > > > > Oct 16 17:40:36 helium postgres[4097]: [5-1] ERROR: column > "main.name" must appear in the GROUP BY clause or be used in an > aggregate function at character 8 > > Oct 16 17:40:36 helium postgres[4097]: [5-2] STATEMENT: SELECT main.* > FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 > ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE > (ObjectCustomFields_1.ObjectId = '33' OR ObjectCustomFields_1.ObjectId > = '0') AND (main.Disabled = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC > > > > When this fails, it seems to also prevent the Custom Fields > functionality from working at all, which is a bummer. > > > > I tried deleting everything from CustomFields, CustomFieldValues, > ObjectCustomFields, and ObjectCustomFieldValues, but this didn?t help. > > > > Environment: FreeBSD 9.3 (migrating to 10.3), PostgreSQL 9.1 > (migrating to 9.5), RT 4.0.24 (migrating to 4.4.1). > > > > I did a new RT 4.4.1 build/database in a VM and compared the schemas > between my upgraded RT database and the clean one, and I didn?t see > significant differences in the CustomFields, CustomFieldValues, > ObjectCustomFields, and ObjectCustomFieldValues tables. > > > Have a look at the perl SearchBuilder component, it might be that your fresh build has the latest with some adjustments to prevent the error that is thrown in your current env. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From aniket.tripathy at gmail.com Mon Oct 17 10:52:52 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Mon, 17 Oct 2016 20:22:52 +0530 Subject: [rt-users] Query history ( oracle database ) In-Reply-To: <9AA6D280E7FDFB4B8C7FD765D50F9BC6448C8EF3@SAUT0015.REWE-AUT.1TLD.BIZ> References: <9AA6D280E7FDFB4B8C7FD765D50F9BC6448C8EF3@SAUT0015.REWE-AUT.1TLD.BIZ> Message-ID: In Transactions table, the condition ObjectType= RT::Ticket and objectId = will give you the transactions for the ticket. The contents of those transactions will be available from Attachments table. On Mon, Oct 17, 2016 at 1:32 PM, Pletter Thomas wrote: > Hello, > > Our repository is stored in a oracle database. > > In which column is the history of a ticket stored ? > > I find * >* , > > Is it the Table transactions, Column data ? In Column objectid is the > ticket id stored . > When I query the table transactions, I can?t get the total history of one > ticket. > > Kind regards, > Tom > ______________________________________ > > HINWEIS: > Alle von Gesellschaften der REWE International AG elektronisch > uebermittelten Auskuenfte, Mitteilungen > und Erklaerungen sind vertraulich und rechtlich unverbindlich. > Verpflichtungen von Gesellschaften der > REWE International AG beduerfen der schriftlichen Einigung in saemtlichen > Vertragspunkten sowie der Unterfertigung > durch das vertretungsbefugte Organ. Im Falle einer Fehluebermittlung > ersuchen wir um Benachrichtigung sowie um > Vernichtung und Beachtung, dass jegliche Form der Verwendung und > Weitergabe der Inhalte an Dritte unzulaessig ist. > > NOTICE: > All notices, declarations and explanations transferred electronically from > REWE International AG companies > are confidential and not legally binding. Obligations of REWE > International AG companies arise only when written > agreement to all contractual points has been confirmed in writing with the > signature of an authorized representative. > If this e-mail was sent by mistake, please inform us immediately. > Furthermore we also request you to destroy it > and use neither the contents nor disclose them in any manner to third > parties. > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Oct 17 13:38:44 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 17 Oct 2016 13:38:44 -0400 Subject: [rt-users] Making priority appear on ticket basics page? Message-ID: Hello list, RT is really coming along here. Customized templates, plugins, and callbacks are all working well on the test instance, thanks to the help of this list. The next thing I'll be asked to fix is that priority doesn't appear on the ticket page automatically; you must first hit the 'details' link to see it. Is there a simple way of getting the priority options on the basics page, short of further modifying the template? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Mon Oct 17 14:52:01 2016 From: lstewart at internap.com (Landon Stewart) Date: Mon, 17 Oct 2016 18:52:01 +0000 Subject: [rt-users] RT 4.2.9 (+ RTIR 3.2.0) Menus do not load all of a sudden this morning unless I turn $DevelMode on Message-ID: Hello, This morning my team could not see the ticket history on tickets. I changed the $ShowHistory setting to 'always' and this fixed that particular issue. Then I noticed that the menus at the top of the pages were also not loading so I looked at the source of the page and saw a few JQuery errors. I'm not 100% sure if those are relevant but when I turned $DevelMode on the issue's went away. There were no changes made over the weekend. With $DevelMode off (like it usually is) I see errors about squish-xxxx.js having an unexpected end of file. I know RTIR caches these kinds of things in the mason_data/obj/ directory which is why I turned on $DevelMode to see if that fixed it. What can I do or investigate to make things work again without $DevelMode turned on? I'm not able to upgrade RT+RTIR quite yet but we plan to eventually. I'd also like to delay the ticket history like it was before too but I suspect that these issues are related (javascript issues). From my browser's developer console: [cid:C0C704A7-5798-43D0-A14D-A9B693CE1756 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 2016-10-17 at 11.26.35 AM.png Type: image/png Size: 75955 bytes Desc: Screen Shot 2016-10-17 at 11.26.35 AM.png URL: From rune.rt at henssel.dk Mon Oct 17 19:19:17 2016 From: rune.rt at henssel.dk (Rune Henssel) Date: Tue, 18 Oct 2016 01:19:17 +0200 Subject: [rt-users] Unable to create ticket via email Message-ID: <7f99a523-3cd5-8d52-dba8-240278a8de80@henssel.dk> Hi List I am trying to setup RT 4.4.1 so that tickets can be created via an email handled by rt-mailgate. So fare I can only get RT to create a ticket if the sender is already created as a user in RT. If I try to create a ticket from an, to RT unknown email address, I get a message back saying: "You do not have permission to communicate with RT". The RT installation is running with $ExternalAuth = 1 and $ExternalSettings set to use Pg_Auth to authenticate the users from a Postgresql. @MailPlugins is not set, so it must be using the default values. Any help in figuring out why RT won't allow ticket creation via email will be greatly appreciated. Yours Rune Henssel From lstewart at internap.com Tue Oct 18 04:01:01 2016 From: lstewart at internap.com (Landon Stewart) Date: Tue, 18 Oct 2016 08:01:01 +0000 Subject: [rt-users] RT 4.2.9 (+ RTIR 3.2.0) Menus do not load all of a sudden this morning unless I turn $DevelMode on In-Reply-To: References: Message-ID: On Oct 17, 2016, at 11:52 AM, Landon Stewart > wrote: Hello, This morning my team could not see the ticket history on tickets. I changed the $ShowHistory setting to 'always' and this fixed that particular issue. Then I noticed that the menus at the top of the pages were also not loading so I looked at the source of the page and saw a few JQuery errors. I'm not 100% sure if those are relevant but when I turned $DevelMode on the issue's went away. Just an update to please disregard this. The issue was with the storage on the VM (I/O Wait issues) causing files to not be fully written to disk. -- 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 cam2 at cornell.edu Tue Oct 18 06:41:31 2016 From: cam2 at cornell.edu (Chris Manly) Date: Tue, 18 Oct 2016 10:41:31 +0000 Subject: [rt-users] Unable to create ticket via email In-Reply-To: <7f99a523-3cd5-8d52-dba8-240278a8de80@henssel.dk> References: <7f99a523-3cd5-8d52-dba8-240278a8de80@henssel.dk> Message-ID: <978DB9CE-71BE-4538-9A4A-D8C1F0EE692A@cornell.edu> Hi, At either the queue level or globally, you need to give the ?Everyone? group the ?CreateTicket? permission. Then un-known e-mail addresses will be able to create new tickets and will get set up as new un-privileged users automatically. -- Christopher Manly Coordinator, Library Systems Cornell University Library Information Technologies cam2 at cornell.edu 607-255-3344 On 10/17/16, 7:19 PM, "rt-users on behalf of Rune Henssel" wrote: Hi List I am trying to setup RT 4.4.1 so that tickets can be created via an email handled by rt-mailgate. So fare I can only get RT to create a ticket if the sender is already created as a user in RT. If I try to create a ticket from an, to RT unknown email address, I get a message back saying: "You do not have permission to communicate with RT". The RT installation is running with $ExternalAuth = 1 and $ExternalSettings set to use Pg_Auth to authenticate the users from a Postgresql. @MailPlugins is not set, so it must be using the default values. Any help in figuring out why RT won't allow ticket creation via email will be greatly appreciated. Yours Rune Henssel --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 From joel.bergmark at t3.se Tue Oct 18 05:03:30 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Tue, 18 Oct 2016 09:03:30 +0000 Subject: [rt-users] rt-crontool on condition x change queue Message-ID: Hi, Just a quick one this time, is there any easy way to use rt crontool get something like this working: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue --action RT::Queue "Newqueue" I know its not really under rt::action but is there a way to call upon rt::queue from this? Tried a bunch of different syntax but get "RT::Queue::Prepare Unimplemented in main." [Beskrivning: T3] JOEL BERGMARK Thirdline support joel.bergmark at t3.se | www.t3.se [Beskrivning: T3] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 1819 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 3343 bytes Desc: image002.jpg URL: From elacour at easter-eggs.com Tue Oct 18 10:01:22 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 18 Oct 2016 16:01:22 +0200 Subject: [rt-users] rt-crontool on condition x change queue In-Reply-To: References: Message-ID: Le 18/10/2016 ? 11:03, Joel Bergmark a ?crit : > > Hi, > > > > Just a quick one this time, is there any easy way to use rt crontool > get something like this working: > > > > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg > "Queue = 'X' AND (Status='new' OR Status='open')" --condition > RT::Condition::Overdue --action RT::Queue "Newqueue" > > > > I know its not really under rt::action but is there a way to call upon > rt::queue from this? Tried a bunch of different syntax but get > ?RT::Queue::Prepare Unimplemented in main.? > > > there is no stock SetQueue RT action, you have to write it yourself. Just put the following content (untested) in rt/local/lib/RT/Action/SetQueue.pm and call it like this: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue --action SetQueue --action-arg "Newqueue" ------------------------------------ cut ------------------------------------ package RT::Action::SetQueue; use base 'RT::Action'; use strict; use warnings; sub Describe { my $self = shift; return (ref $self . " will set a ticket's queue to the argument provided."); } sub Prepare { return 1; } sub Commit { my $self = shift; $self->TicketObj->SetQueue($self->Argument); } 1; ------------------------------------ cut ------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Tue Oct 18 10:30:06 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Tue, 18 Oct 2016 14:30:06 +0000 Subject: [rt-users] Search for Assets with active tickets Message-ID: <5d885d16a71c6cfea06ddac1e4f6a12d@mail.greenhills-it.co.uk> Hi, I'm running RT 4.4.1 and am trying to get a list of Assets that have active tickets logged against them. I know I can do a asset search for all assets then click through each of the active links, but am wondering whether I can coerce the Advanced ticket search into doing this. Any help/pointers in the right direction would be much appreciated. Thanks in advance -- Martin Wheldon Greenhills IT Ltd. Telephone: 01904 238 454 Website: www.greenhills-it.co.uk Greenhills IT Ltd. is a limited company registered in England and Wales. Company Registration No: 06387214 Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, YO60 7SA From Michael_Fisher at URMC.Rochester.edu Tue Oct 18 12:25:43 2016 From: Michael_Fisher at URMC.Rochester.edu (Fisher, Michael (SON)) Date: Tue, 18 Oct 2016 16:25:43 +0000 Subject: [rt-users] "Group By" Error with CustomFields Message-ID: <945CA8E3-9A83-40DA-B5FD-B2EAE093D9B8@URMC.Rochester.edu> >> Oct 16 17:40:36 helium postgres[4097]: [5-1] ERROR: column >> "main.name" must appear in the GROUP BY clause or be used in an >> aggregate function at character 8 >> Oct 16 17:40:36 helium postgres[4097]: [5-2] STATEMENT: SELECT >> main.* FROM CustomFields main JOIN ObjectCustomFields >> ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = >> main.id ) WHERE (ObjectCustomFields_1.ObjectId = '33' OR >> ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND >> (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY >> main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC >> >> When this fails, it seems to also prevent the Custom Fields >> functionality from working at all, which is a bummer. >> >> I tried deleting everything from CustomFields, CustomFieldValues, >> ObjectCustomFields, and ObjectCustomFieldValues, but this didn?t >> help. >> >> Environment: FreeBSD 9.3 (migrating to 10.3), PostgreSQL 9.1 >> (migrating to 9.5), RT 4.0.24 (migrating to 4.4.1). >> > Have a look at the perl SearchBuilder component, it might be that your > fresh build has the latest with some adjustments to prevent the error > that is thrown in your current env. Joop, Thanks for the tip. However, both systems show the error and both systems are running DBIx-SearchBuilder 1.66 (current in FreeBSD ports). -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4438 bytes Desc: not available URL: From rune.rt at henssel.dk Tue Oct 18 12:29:15 2016 From: rune.rt at henssel.dk (Rune Henssel) Date: Tue, 18 Oct 2016 18:29:15 +0200 Subject: [rt-users] Unable to create ticket via email In-Reply-To: <978DB9CE-71BE-4538-9A4A-D8C1F0EE692A@cornell.edu> References: <7f99a523-3cd5-8d52-dba8-240278a8de80@henssel.dk> <978DB9CE-71BE-4538-9A4A-D8C1F0EE692A@cornell.edu> Message-ID: <70a4a370-7b43-ec91-3549-3b8f6cd160c3@henssel.dk> On 18-10-2016 12:41, Chris Manly wrote: > Hi, > > At either the queue level or globally, you need to give the ?Everyone? group the ?CreateTicket? permission. Then un-known e-mail addresses will be able to create new tickets and will get set up as new un-privileged users automatically. > That unfortunately didn't work,I still get the "You do not have permission to communicate with RT" message. I also tried with Set($AutoCreateNonExternalUsers, 1); but that doesn't change anything This what I get with Set($LogToFile, 'debug'); [25116] [Tue Oct 18 13:30:46 2016] [debug]: RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User /opt/rt4/sbin/../lib/RT/User.pm 701 with: Comments: Autocreated on ticket submission, Disabled: , EmailAddress: PROTECTED at PROTECTED, Name: PROTECTED at PROTECTED, Privileged: , RealName: Rune Henssel (/opt/rt4/sbin/../lib/RT/User.pm:735) [25116] [Tue Oct 18 13:30:46 2016] [debug]: Attempting to get user info using this external service: Pg_Auth (/opt/rt4/sbin/../lib/RT/User.pm:743) [25116] [Tue Oct 18 13:30:46 2016] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/rt4/sbin/../lib/RT/User.pm:752) [25116] [Tue Oct 18 13:30:46 2016] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: email Value: PROTECTED at PROTECTED No User Found in External Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400) [25116] [Tue Oct 18 13:30:46 2016] [debug]: Attempting to use this canonicalization key: RealName (/opt/rt4/sbin/../lib/RT/User.pm:752) [25116] [Tue Oct 18 13:30:46 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: rune.rt at henssel.dk, Name: rune.rt at henssel.dk, Privileged: , RealName: Rune Henssel (/opt/rt4/sbin/../lib/RT/User.pm:811) [25116] [Tue Oct 18 13:30:51 2016] [critical]: Failed to create user PROTECTED at PROTECTED: Name in use (/opt/rt4/sbin/../lib/RT/User.pm:546) [25116] [Tue Oct 18 13:30:51 2016] [crit]: Permission Denied: You do not have permission to communicate with RT (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:701) [25120] [Tue Oct 18 13:51:24 2016] [debug]: Attempting to use external auth service: Pg_Auth (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:288) [25120] [Tue Oct 18 13:51:24 2016] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:316) [25120] [Tue Oct 18 13:51:24 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) Yours Rune Henssel From rune.rt at henssel.dk Tue Oct 18 16:56:18 2016 From: rune.rt at henssel.dk (Rune Henssel) Date: Tue, 18 Oct 2016 22:56:18 +0200 Subject: [rt-users] Unable to create ticket via email In-Reply-To: <70a4a370-7b43-ec91-3549-3b8f6cd160c3@henssel.dk> References: <7f99a523-3cd5-8d52-dba8-240278a8de80@henssel.dk> <978DB9CE-71BE-4538-9A4A-D8C1F0EE692A@cornell.edu> <70a4a370-7b43-ec91-3549-3b8f6cd160c3@henssel.dk> Message-ID: On 18-10-2016 18:29, Rune Henssel wrote: > On 18-10-2016 12:41, Chris Manly wrote: >> Hi, >> >> At either the queue level or globally, you need to give the ?Everyone? group the ?CreateTicket? permission. Then un-known e-mail addresses > will be able to create new tickets and will get set up as new un-privileged users automatically. >> > > That unfortunately didn't work,I still get the "You do not have permission to communicate with RT" message. I found the error, it was an overzealous 'attr_match_list' in the external authentication settings, once it was changed everything worked. Yours Rune Henssel From mgalland at goodygoody.com Wed Oct 19 09:37:14 2016 From: mgalland at goodygoody.com (Malcolm Galland) Date: Wed, 19 Oct 2016 13:37:14 +0000 Subject: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth? Message-ID: <1476884315.3622.25.camel@goodygoody.com> I've set up RT, and am testing it with rt-server. ?Everything seems to be going smoothly except LDAP with?RT::Authen::ExternalAuth. ?I read the docs and have implemented the suggested changes in /opt/rt4/etc/RT_SiteConfig.pm like so: Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalAuth, 1); Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { ? ? 'My_LDAP'???????=>??{ ? ? ? ? 'type'?????????????=>??'ldap', ? ? ? ? 'server'???????????=>??'ggdc1.domain.int', ? ? ? ? 'user'?????????????=>??'LDAP_ACCOUNT', ? ? ? ? 'pass'?????????????=>??'LDAP_ACCOUNT_PASS', ? ? ? ? 'base'?????????????=>??'ou=Production,dc=domain,dc=int', ? ? ? ? 'filter'???????????=>??'(objectClass=inetOrgPerson)', ? ? ? ? 'attr_match_list'??=> [ ? ? ? ? ? ? 'Name', ? ? ? ? ? ? 'EmailAddress', ? ? ? ? ], ? ? ? ? 'attr_map' => { ????????????????'Name'?????????=> 'sAMAccountName', ????????????????'EmailAddress' => 'mail', ????????????????'RealName'?????=> 'cn', ? ? ? ? ? ? ? ? 'WorkPhone'????=> 'telephoneNumber', ????????????????'Address1'?????=> 'streetAddress', ????????????????'City'?????????=> 'l', ????????????????'State'????????=> 'st', ????????????????'Zip'??????????=> 'postalCode', ????????????????'Country'??????=> 'co', ? ? ? ? }, ? ? }, } ); The issue is when I try to login the users aren't allowed access, and I get the following error from rt-server: [error]: FAILED LOGIN for username_redacted from IP_REDACTED (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) Just for kicks, if I run?/opt/rt4/sbin/rt-ldapimport --debug I get:? ?[critical]: Expected 'PeerHost' at /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. (/opt/rt4/sbin/../lib/RT.pm:390) Any ideas? ?I read every document I could find, but it's hard to know which non-official ones you can trust since RT has been around so long and ExternalAuth was just added to the core. ?Also, the official docs are a bit terse. From martin.wheldon at greenhills-it.co.uk Wed Oct 19 10:33:40 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 19 Oct 2016 14:33:40 +0000 Subject: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth? In-Reply-To: <1476884315.3622.25.camel@goodygoody.com> References: <1476884315.3622.25.camel@goodygoody.com> Message-ID: <85fa8644b4fab36ba98f720411112a5d@mail.greenhills-it.co.uk> Hi Malcolm, You are missing the LDAP import configuration, which is separate from the External auth config. The following will help: https://docs.bestpractical.com/rt/4.4.1/RT/LDAPImport.html Best Regards Martin On 2016-10-19 13:37, Malcolm Galland wrote: > I've set up RT, and am testing it with rt-server. ?Everything seems to > be going smoothly except LDAP with?RT::Authen::ExternalAuth. ?I read > the docs and have implemented the suggested changes in > /opt/rt4/etc/RT_SiteConfig.pm like so: > > Set( $ExternalAuthPriority, ["My_LDAP"] ); > Set( $ExternalInfoPriority, ["My_LDAP"] ); > Set($ExternalAuth, 1); > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, { > ? ? 'My_LDAP'???????=>??{ > ? ? ? ? 'type'?????????????=>??'ldap', > ? ? ? ? 'server'???????????=>??'ggdc1.domain.int', > ? ? ? ? 'user'?????????????=>??'LDAP_ACCOUNT', > ? ? ? ? 'pass'?????????????=>??'LDAP_ACCOUNT_PASS', > ? ? ? ? 'base'?????????????=>??'ou=Production,dc=domain,dc=int', > ? ? ? ? 'filter'???????????=>??'(objectClass=inetOrgPerson)', > ? ? ? ? 'attr_match_list'??=> [ > ? ? ? ? ? ? 'Name', > ? ? ? ? ? ? 'EmailAddress', > ? ? ? ? ], > ? ? ? ? 'attr_map' => { > ????????????????'Name'?????????=> 'sAMAccountName', > ????????????????'EmailAddress' => 'mail', > ????????????????'RealName'?????=> 'cn', > ? ? ? ? ? ? ? ? 'WorkPhone'????=> 'telephoneNumber', > ????????????????'Address1'?????=> 'streetAddress', > ????????????????'City'?????????=> 'l', > ????????????????'State'????????=> 'st', > ????????????????'Zip'??????????=> 'postalCode', > ????????????????'Country'??????=> 'co', > ? ? ? ? }, > ? ? }, > } ); > > The issue is when I try to login the users aren't allowed access, and I > get the following error from rt-server: > > [error]: FAILED LOGIN for username_redacted from IP_REDACTED > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) > > Just for kicks, if I run?/opt/rt4/sbin/rt-ldapimport --debug > I get:? > ?[critical]: Expected 'PeerHost' at > /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. > (/opt/rt4/sbin/../lib/RT.pm:390) > > Any ideas? ?I read every document I could find, but it's hard to know > which non-official ones you can trust since RT has been around so long > and ExternalAuth was just added to the core. ?Also, the official docs > are a bit terse. > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From martin.wheldon at greenhills-it.co.uk Wed Oct 19 10:34:49 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 19 Oct 2016 14:34:49 +0000 Subject: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth? In-Reply-To: <1476884315.3622.25.camel@goodygoody.com> References: <1476884315.3622.25.camel@goodygoody.com> Message-ID: Hi Malcolm, Are you able to get any results from the LDAP server when you try the same search using ldapsearch from the commandline on the Debian box? Something like: ldapsearch -D LDAP_ACCOUNT -x -w -ZZ -H ldap://ggdc1.domain.int/ -b ou=Production,dc=domain,dc=int "(objectClass=inetOrgPerson)" I'm guessing your LDAP server is MS AD so you will probably need to configure TLS. The following items come from my configuration. > Set( $ExternalAuthPriority, ["My_LDAP"] ); > Set( $ExternalInfoPriority, ["My_LDAP"] ); > Set($ExternalAuth, 1); > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); > Set($AutoCreateNonExternalUsers, 1); # Use TLS Set($ExternalServiceUsesSSLorTLS,1); > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => 'ggdc1.domain.int', # Configure TLS settings 'tls' => { 'verify' => 'require', 'cafile' => '/etc/ssl/certs/CACert.pem', # Path CA file }, > 'user' => 'LDAP_ACCOUNT', > 'pass' => 'LDAP_ACCOUNT_PASS', > 'base' => 'ou=Production,dc=domain,dc=int', > 'filter' => '(objectClass=inetOrgPerson)', > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co', > }, > }, > } ); Best Regards Martin On 2016-10-19 13:37, Malcolm Galland wrote: > I've set up RT, and am testing it with rt-server. ?Everything seems to > be going smoothly except LDAP with?RT::Authen::ExternalAuth. ?I read > the docs and have implemented the suggested changes in > /opt/rt4/etc/RT_SiteConfig.pm like so: > > Set( $ExternalAuthPriority, ["My_LDAP"] ); > Set( $ExternalInfoPriority, ["My_LDAP"] ); > Set($ExternalAuth, 1); > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, { > ? ? 'My_LDAP'???????=>??{ > ? ? ? ? 'type'?????????????=>??'ldap', > ? ? ? ? 'server'???????????=>??'ggdc1.domain.int', > ? ? ? ? 'user'?????????????=>??'LDAP_ACCOUNT', > ? ? ? ? 'pass'?????????????=>??'LDAP_ACCOUNT_PASS', > ? ? ? ? 'base'?????????????=>??'ou=Production,dc=domain,dc=int', > ? ? ? ? 'filter'???????????=>??'(objectClass=inetOrgPerson)', > ? ? ? ? 'attr_match_list'??=> [ > ? ? ? ? ? ? 'Name', > ? ? ? ? ? ? 'EmailAddress', > ? ? ? ? ], > ? ? ? ? 'attr_map' => { > ????????????????'Name'?????????=> 'sAMAccountName', > ????????????????'EmailAddress' => 'mail', > ????????????????'RealName'?????=> 'cn', > ? ? ? ? ? ? ? ? 'WorkPhone'????=> 'telephoneNumber', > ????????????????'Address1'?????=> 'streetAddress', > ????????????????'City'?????????=> 'l', > ????????????????'State'????????=> 'st', > ????????????????'Zip'??????????=> 'postalCode', > ????????????????'Country'??????=> 'co', > ? ? ? ? }, > ? ? }, > } ); > > The issue is when I try to login the users aren't allowed access, and I > get the following error from rt-server: > > [error]: FAILED LOGIN for username_redacted from IP_REDACTED > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) > > Just for kicks, if I run?/opt/rt4/sbin/rt-ldapimport --debug > I get:? > ?[critical]: Expected 'PeerHost' at > /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. > (/opt/rt4/sbin/../lib/RT.pm:390) > > Any ideas? ?I read every document I could find, but it's hard to know > which non-official ones you can trust since RT has been around so long > and ExternalAuth was just added to the core. ?Also, the official docs > are a bit terse. > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From martin.wheldon at greenhills-it.co.uk Wed Oct 19 10:36:07 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 19 Oct 2016 14:36:07 +0000 Subject: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth? In-Reply-To: <1476886942.3622.29.camel@goodygoody.com> References: <1476884315.3622.25.camel@goodygoody.com> <1476886942.3622.29.camel@goodygoody.com> Message-ID: <1fcdbcdf1fd7f3dfab6cf848b324914b@mail.greenhills-it.co.uk> Hi Malcolm, The output from rt-ldapimport is normal if no changes are required, as I've just tried it here in my lab and it is working. Incidentally LDAPImport doesn't currently support TLS, I've written a patch which you are welcome to have if you would like it. I'm afraid I haven't submitted it to BP yet, but intend too when I get some time. Best Regards Martin On 2016-10-19 14:21, Malcolm Galland wrote: > Ah, yes. ?It looks like I had commented it out during testing, and > that's what was causing the PeerHost error. ?Below is the section of > SiteConfig dedicated to LDAPImport: > > Set($LDAPHost,'ggdc1.domain.int');? > ????Set($LDAPUser,'LDAP_ACCOUNT');? > ????Set($LDAPPassword,'LDAP_ACCOUNT_PASS');? > ????Set($LDAPBase, 'dc=domain,dc=int');? > ????Set($LDAPFilter, '(&(cn = users))');? > ????Set($LDAPMapping, {Name?????????=> 'uid', # required > ???????????????????????EmailAddress => 'mail',? > ???????????????????????RealName?????=> 'cn',? > ???????????????????????WorkPhone????=> 'telephoneNumber',? > ???????????????????????Organization => 'departmentName'});? > > ????# If you want to sync Groups from LDAP into RT > > ????Set($LDAPGroupBase, 'dc=domain,dc=int');? > ????Set($LDAPGroupFilter, '(&(cn = Groups))');? > ????Set($LDAPGroupMapping, {Name???????????????=> 'cn',? > ????????????????????????????Member_Attr????????=> 'member',? > ????????????????????????????Member_Attr_Value??=> 'dn' }); > > Interesting follow up question though, when I run rt-ldapimport I don't > get any errors, but the output doesn't exactly instill a feeling of > sucess either: > > /opt/rt4/sbin/rt-ldapimport --debug > Running test import, no data will be changed > Rerun command with --import to perform the import > Rerun command with --debug for more information > Testing group import > Finished test > > > On Wed, 2016-10-19 at 14:09 +0000, Martin Wheldon wrote: >> Hi Malcolm, >> >> You are missing the LDAP import configuration, which is separate >> from? >> the External auth config. >> The following will help: >> >> ???https://docs.bestpractical.com/rt/4.4.1/RT/LDAPImport.html >> >> Best Regards >> >> Martin >> >> On 2016-10-19 13:37, Malcolm Galland wrote: >> > >> > I've set up RT, and am testing it with rt-server. ?Everything seems >> > to >> > be going smoothly except LDAP with?RT::Authen::ExternalAuth. ?I >> > read >> > the docs and have implemented the suggested changes in >> > /opt/rt4/etc/RT_SiteConfig.pm like so: >> > >> > Set( $ExternalAuthPriority, ["My_LDAP"] ); >> > Set( $ExternalInfoPriority, ["My_LDAP"] ); >> > Set($ExternalAuth, 1); >> > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); >> > Set($AutoCreateNonExternalUsers, 1); >> > Set($ExternalSettings, { >> > ? ? 'My_LDAP'???????=>??{ >> > ? ? ? ? 'type'?????????????=>??'ldap', >> > ? ? ? ? 'server'???????????=>??'ggdc1.domain.int', >> > ? ? ? ? 'user'?????????????=>??'LDAP_ACCOUNT', >> > ? ? ? ? 'pass'?????????????=>??'LDAP_ACCOUNT_PASS', >> > ? ? ? ? 'base'?????????????=>??'ou=Production,dc=domain,dc=int', >> > ? ? ? ? 'filter'???????????=>??'(objectClass=inetOrgPerson)', >> > ? ? ? ? 'attr_match_list'??=> [ >> > ? ? ? ? ? ? 'Name', >> > ? ? ? ? ? ? 'EmailAddress', >> > ? ? ? ? ], >> > ? ? ? ? 'attr_map' => { >> > ????????????????'Name'?????????=> 'sAMAccountName', >> > ????????????????'EmailAddress' => 'mail', >> > ????????????????'RealName'?????=> 'cn', >> > ? ? ? ? ? ? ? ? 'WorkPhone'????=> 'telephoneNumber', >> > ????????????????'Address1'?????=> 'streetAddress', >> > ????????????????'City'?????????=> 'l', >> > ????????????????'State'????????=> 'st', >> > ????????????????'Zip'??????????=> 'postalCode', >> > ????????????????'Country'??????=> 'co', >> > ? ? ? ? }, >> > ? ? }, >> > } ); >> > >> > The issue is when I try to login the users aren't allowed access, >> > and I >> > get the following error from rt-server: >> > >> > [error]: FAILED LOGIN for username_redacted from IP_REDACTED >> > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) >> > >> > Just for kicks, if I run?/opt/rt4/sbin/rt-ldapimport --debug >> > I get:? >> > ?[critical]: Expected 'PeerHost' at >> > /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. >> > (/opt/rt4/sbin/../lib/RT.pm:390) >> > >> > Any ideas? ?I read every document I could find, but it's hard to >> > know >> > which non-official ones you can trust since RT has been around so >> > long >> > and ExternalAuth was just added to the core. ?Also, the official >> > docs >> > are a bit terse. >> > --------- >> > RT 4.4 and RTIR training sessions, and a new workshop day! >> > https://bestpractical.com/training >> > * Boston - October 24-26 >> > * Los Angeles - Q1 2017 From joel.bergmark at t3.se Wed Oct 19 03:31:47 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Wed, 19 Oct 2016 07:31:47 +0000 Subject: [rt-users] rt-crontool on condition x change queue In-Reply-To: References:

Message-ID: Hello, Indeed you are right, and I found a guy named Andy Smith in the UK that solved the problem, I've attached his solution to the email (not sure if attachments works). Put it in rt4/lib/RT/Action/QChange.pm and then call it with relevant query with: --action RT::Action::QChange --action-arg YOURQUEUE --template 'blank' Works like a charm, I use it in this way for SLA purposes to escalate a TT that passes over the defined ServiceAgreement: rt-crontool --transaction last --search RT::Search::FromSQL --search-arg "Queue = 'SLA' AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue --action RT::Action::QChange --action-arg QUEUE --template 'SLA-escalation' Regards, Joel Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r Emmanuel Lacour Skickat: den 18 oktober 2016 16:01 Till: rt-users at lists.bestpractical.com ?mne: Re: [rt-users] rt-crontool on condition x change queue Le 18/10/2016 ? 11:03, Joel Bergmark a ?crit : Hi, Just a quick one this time, is there any easy way to use rt crontool get something like this working: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue --action RT::Queue "Newqueue" I know its not really under rt::action but is there a way to call upon rt::queue from this? Tried a bunch of different syntax but get "RT::Queue::Prepare Unimplemented in main." there is no stock SetQueue RT action, you have to write it yourself. Just put the following content (untested) in rt/local/lib/RT/Action/SetQueue.pm and call it like this: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue --action SetQueue --action-arg "Newqueue" ------------------------------------ cut ------------------------------------ package RT::Action::SetQueue; use base 'RT::Action'; use strict; use warnings; sub Describe { my $self = shift; return (ref $self . " will set a ticket's queue to the argument provided."); } sub Prepare { return 1; } sub Commit { my $self = shift; $self->TicketObj->SetQueue($self->Argument); } 1; ------------------------------------ cut ------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: QChange.pm Type: application/octet-stream Size: 2795 bytes Desc: QChange.pm URL: From ram0502 at gmail.com Wed Oct 19 12:28:39 2016 From: ram0502 at gmail.com (Ram) Date: Wed, 19 Oct 2016 09:28:39 -0700 Subject: [rt-users] Deleting one attachment Message-ID: Hi all, A user at work added an attachment that violates corporate policy to a ticket; the ticket itself is valid and must be kept. I need to delete the attachment. A quick look at the rt-shredder tool does not make it apparent to me how to do this with rt-shredder. I can readily do it editing the db in mysql but I'd rather use rt-shredder if it will do the job. any help? thanks Ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Oct 19 12:39:04 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 19 Oct 2016 11:39:04 -0500 Subject: [rt-users] Deleting one attachment In-Reply-To: References: Message-ID: On Wed, Oct 19, 2016 at 11:28 AM, Ram wrote: > Hi all, > A user at work added an attachment that violates corporate policy to a > ticket; the ticket itself is valid and must be kept. I need to delete the > attachment. A quick look at the rt-shredder tool does not make it apparent > to me how to do this with rt-shredder. I can readily do it editing the db in > mysql but I'd rather use rt-shredder if it will do the job. > any help? Running 4.2.12 here... # /opt/rt4/sbin/rt-shredder --plugin list Plugins list: Objects SQLDump Summary Tickets Attachments Users So it looks like it can shred attachments. /opt/rt4/sbin/rt-shredder --plugin help-Attachments USAGE masks If any argument is marked with keyword `mask' then it means that this argument support two special characters: 1) `*' matches any non empty sequence of the characters. For example `*@example.com' will match any email address in `example.com' domain. 2) `?' matches exactly one character. For example `????' will match any string four characters long. NAME RT::Shredder::Plugin::Attachments - search plugin for wiping attachments. ARGUMENTS files_only - boolean value Search only file attachments. file - mask Search files with specific file name only. Example: '*.xl?' or '*.gif' longer - attachment content size Search attachments which content is longer than specified. You can use trailing 'K' or 'M' character to specify size in kilobytes or megabytes. Then perhaps something like: /opt/rt4/sbin/rt-shredder --plugin Attachments=files_only,1;file,some_secret_document.pdf I didn't try the above and I would _for sure_ try it on a test system first - at least a test ticket with a test attachment. -m From ram0502 at gmail.com Wed Oct 19 12:55:27 2016 From: ram0502 at gmail.com (Ram) Date: Wed, 19 Oct 2016 09:55:27 -0700 Subject: [rt-users] Deleting one attachment In-Reply-To: References:

Message-ID: Inline... On Wed, Oct 19, 2016 at 9:39 AM, Matt Zagrabelny wrote: > On Wed, Oct 19, 2016 at 11:28 AM, Ram wrote: > > Hi all, > > A user at work added an attachment that violates corporate policy to a > > ticket; the ticket itself is valid and must be kept. I need to delete the > > attachment. A quick look at the rt-shredder tool does not make it > apparent > > to me how to do this with rt-shredder. I can readily do it editing the > db in > > mysql but I'd rather use rt-shredder if it will do the job. > > any help? > > Then perhaps something like: > > /opt/rt4/sbin/rt-shredder --plugin > Attachments=files_only,1;file,some_secret_document.pdf > > > Thanks Matt. I did look at that - the problem is that DOC009.pdf is far from unique in our system. What I really need is to specify the ticket id, attachment id , or both. specifying a minimum size *might* work - I'd have to check and see if that's the only DOC009.pdf over 75kb but I wouldn't be surprised if there are others. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ronald.yacketta at gmail.com Thu Oct 20 16:16:04 2016 From: ronald.yacketta at gmail.com (Ron Yacketta) Date: Thu, 20 Oct 2016 13:16:04 -0700 Subject: [rt-users] Get and Set per User CustomFields Message-ID: Hello all! Currently looking at setting a isVP custom field for our RT users, this custom field will be used to prepend [VP] to ticket subject onCreate. We are using RT 4.0.4, currently familiar with getting/setting Ticket Customfields via Scrip and external Script, but not sure how User custom fields are handled. Will be running through all users and setting the customfield as required, also looking to add it as part of User creation. Regards, Ron Yacketta -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaniadimitris at yahoo.gr Fri Oct 21 04:08:59 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Fri, 21 Oct 2016 08:08:59 +0000 (UTC) Subject: [rt-users] How to rename column name References: <112552960.128884.1477037339882.ref@mail.yahoo.com> Message-ID: <112552960.128884.1477037339882@mail.yahoo.com> Hello everyone, I would like to rename one of the variables used in the Assets of RT. In particular, I want to rename the "Contacts" to another name i.e., "Responsible". I can only think of using ---> '__Contacts__/TITLE:Responsible' However, this causes problems to the language translation, which then cannot understand the "Responsible" in order to translate it. Can you think of any other way to rename the name which appears in user interface? What will break if I change that variable name? p.s. RT 4.4.1rc1 is installed. Thank you, Dimitris From steve at sbsroc.com Fri Oct 21 13:40:32 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Fri, 21 Oct 2016 13:40:32 -0400 Subject: [rt-users] RT 4.4.1 w/ RTIR - AlreadyResolved template Message-ID: <88262cbc-6c61-a324-a68a-94c555aedb33@sbsroc.com> Hello! I have an RT installation and just found a template that I don't remember adding, "AlreadyResolved", which reads: Greetings, This message has been automatically generated in response to your email. This ticket has previously been marked as resolved and is being left in this state. If you feel that your issue is not resolved to your satisfaction, please reply with the following in the subject line: {$Ticket->SubjectTag} Re-Open NOTE: "Re-Open" and "{$Ticket->SubjectTag()}" are both very important. Please be sure to check the spelling and spacing, etc. This sounds EXACTLY like what I want. Does anyone know the source of this, or how to implement? Thank you! -- Best regards, Steve Stephen H. Switzer President & Chief Technical Consultant steve at SBSroc.com *Main:* *Cell:* +1 (585) 298-9420 *Ext:* 7001 +1 (585) 202-8312 Support Desk: support at sbsroc.com *Fax:* +1 (585) 625-0020 This e-mail contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this e-mail, please notify the author by replying to this e-mail. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. The content of this email may contain private views and opinions, which do not constitute formal disclosure or commitment unless specifically stated. We do not enter into legally binding agreements via email. The ASCII Group Xorcom Certified Dealer -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: jgohdpcifipnkjog.png Type: image/png Size: 492 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: bhkloocjmkkdomla.png Type: image/png Size: 550 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ebhcpedmefihlkao.png Type: image/png Size: 569 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: njhfokbkknoipdog.png Type: image/png Size: 7205 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ejellaimanbcaagf.png Type: image/png Size: 5055 bytes Desc: not available URL: From reza.toronto at gmail.com Mon Oct 24 04:49:39 2016 From: reza.toronto at gmail.com (Reza) Date: Mon, 24 Oct 2016 04:49:39 -0400 Subject: [rt-users] Greetings from a New RT user in Toronto. Message-ID: Greetings Folks: I successfully installed RT on a virtual machine and it has been a non-stop learning marathon for 12+ hrs non stop. If you are as new as me in RT, please reply to my message, and perhaps we can have a conference call (at my expense) to do some sort of study group session, so we can share knowledge. Its easiest to learn when there are friendly tutors. FYI, I have acquired the following knowledge the very hard way. 1. Setup / Installation. (The hardest part) 2. Creating Users 3. Creating Groups 4. Understanding Permissons 5. Enabling watchers 6. Configuring Fetch Mail with SSL option to a gmail account (for testing) 7. Configuring Sendmail / Exim and smart host 8. Purging / Shredding tickets What I would like to learn is: 1. Create Random Ticket numbers. 2. Suppress "RT System Itself - Outgoing email recorded" 3. Customization of Auto ticket reply. 4. Assigning tickets / transferring to someone else (when not logged in as root) 5. 3rd Party CRM integration basics. Thanks in advance to all the folks here, specially the creators of RT. Best, Reza. From ahall at autodist.com Mon Oct 24 08:09:38 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 08:09:38 -0400 Subject: [rt-users] Identifying database credentials in use during upgrade? Message-ID: Hello list, As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went well. On the production server, though, it's not; the upgrade-database script is failing when it tries to connect to the database. I've been in MySQL messing around with user permissions, trying to get things to work, but to no avail. How can I know exactly what username/password the script is using? It says in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm the configuration comment says it should be 'rtuser' (note the lack of an underscore). It may be important to say that this line remains unchanged no matter how often I re-run ./configure with new options. On a related note, I have no idea what password is in use since it won't take my configuration command. I'm not sure what to try next. Do I erase RT_Config.pm and re-run ./configure? Is there a different way to "start over"? I've already run 'make upgrade' and am now trying to upgrade my database. As directed, though, I'm operating on a duplicate of my 4.2.8 database, not the original. Thus I should be able to return functionality to 4.2.8 for the work day today so people can use it with no problem. I was trying this over the weekend and early this morning, figuring it wouldn't be hard after my test went so well. Thanks in advance for any ideas anyone has. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Oct 24 08:16:42 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 24 Oct 2016 07:16:42 -0500 Subject: [rt-users] [phish?] Re: Identifying database credentials in use during upgrade? In-Reply-To: References: Message-ID: On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall wrote: > Hello list, > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went well. > On the production server, though, it's not; the upgrade-database script is > failing when it tries to connect to the database. I've been in MySQL messing > around with user permissions, trying to get things to work, but to no avail. > > How can I know exactly what username/password the script is using? It says > in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm the > configuration comment says it should be 'rtuser' (note the lack of an > underscore). Okay. It may be important to say that this line remains unchanged no > matter how often I re-run ./configure with new options. On a related note, I > have no idea what password is in use since it won't take my configuration > command. Your password should be in either RT_SiteConfig.pm or in a config snippet in RT_SiteConfig.d/. > I'm not sure what to try next. Do I erase RT_Config.pm and re-run > ./configure? Perhaps. RT_Config.pm has all the *default* values shipped from upstream. RT_Config.pm should never be edited by the administrator (you.) There is RT_SiteConfig.pm and RT_SiteConfig.d for the admin to override defaults. -m From ahall at autodist.com Mon Oct 24 08:49:25 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 08:49:25 -0400 Subject: [rt-users] [phish?] Re: Identifying database credentials in use during upgrade? In-Reply-To: References: Message-ID: Oh, so the same rules apply for configuration as normal. Good, I thought an upgrade was a different case. The database upgraded successfully, but now I'm having a similar problem. When I spawn the FCGI server, it exits immediately, because 'rt_user' can't log into MySQL. The problem is that /opt/rt4/RT_SiteConfig.d/ 51-dbconfig-common.pm' lists the user as 'rtuser', not 'rt_user'. I'm again in the position of not knowing where the username and password are coming from. You've said before that simply starting RT is enough to get the config files to be used, but I've restarted both the FCGI server and Nginx and that username won't change. I have a user in the database called rt_user as well, but again, I don't know what password RT is trying to use. I've looked in SiteConfig.pm, but no DB credentials are defined there. On Mon, Oct 24, 2016 at 8:16 AM, Matt Zagrabelny wrote: > On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall wrote: > > Hello list, > > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went > well. > > On the production server, though, it's not; the upgrade-database script > is > > failing when it tries to connect to the database. I've been in MySQL > messing > > around with user permissions, trying to get things to work, but to no > avail. > > > > How can I know exactly what username/password the script is using? It > says > > in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm the > > configuration comment says it should be 'rtuser' (note the lack of an > > underscore). > > Okay. > > It may be important to say that this line remains unchanged no > > matter how often I re-run ./configure with new options. On a related > note, I > > have no idea what password is in use since it won't take my configuration > > command. > > Your password should be in either RT_SiteConfig.pm or in a config > snippet in RT_SiteConfig.d/. > > > I'm not sure what to try next. Do I erase RT_Config.pm and re-run > > ./configure? > > Perhaps. > > RT_Config.pm has all the *default* values shipped from upstream. > > RT_Config.pm should never be edited by the administrator (you.) > > There is RT_SiteConfig.pm and RT_SiteConfig.d for the admin to > override defaults. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Oct 24 09:26:23 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 09:26:23 -0400 Subject: [rt-users] [phish?] Re: Identifying database credentials in use during upgrade? In-Reply-To: References:

Message-ID: I've confirmed that my RT_SiteConfig.d directory doesn't seem to be working. As soon as I added my database credentials to RT_SiteConfig.pm, everything worked. The problem is that I have a lot of settings in the .d directory that I'd really rather no add to the main file. Is there a trick to getting the files in the .d directory recognized? In 4.2.8 on Debian, they didn't need .pm extensions, but I've added those. I've restarted FCGI and Nginx multiple times. Have I missed anything? On Mon, Oct 24, 2016 at 8:49 AM, Alex Hall wrote: > Oh, so the same rules apply for configuration as normal. Good, I thought > an upgrade was a different case. > > The database upgraded successfully, but now I'm having a similar problem. > When I spawn the FCGI server, it exits immediately, because 'rt_user' can't > log into MySQL. The problem is that /opt/rt4/RT_SiteConfig.d/51- > dbconfig-common.pm' lists the user as 'rtuser', not 'rt_user'. I'm again > in the position of not knowing where the username and password are coming > from. You've said before that simply starting RT is enough to get the > config files to be used, but I've restarted both the FCGI server and Nginx > and that username won't change. I have a user in the database called > rt_user as well, but again, I don't know what password RT is trying to use. > I've looked in SiteConfig.pm, but no DB credentials are defined there. > > On Mon, Oct 24, 2016 at 8:16 AM, Matt Zagrabelny > wrote: > >> On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall wrote: >> > Hello list, >> > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went >> well. >> > On the production server, though, it's not; the upgrade-database script >> is >> > failing when it tries to connect to the database. I've been in MySQL >> messing >> > around with user permissions, trying to get things to work, but to no >> avail. >> > >> > How can I know exactly what username/password the script is using? It >> says >> > in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm >> the >> > configuration comment says it should be 'rtuser' (note the lack of an >> > underscore). >> >> Okay. >> >> It may be important to say that this line remains unchanged no >> > matter how often I re-run ./configure with new options. On a related >> note, I >> > have no idea what password is in use since it won't take my >> configuration >> > command. >> >> Your password should be in either RT_SiteConfig.pm or in a config >> snippet in RT_SiteConfig.d/. >> >> > I'm not sure what to try next. Do I erase RT_Config.pm and re-run >> > ./configure? >> >> Perhaps. >> >> RT_Config.pm has all the *default* values shipped from upstream. >> >> RT_Config.pm should never be edited by the administrator (you.) >> >> There is RT_SiteConfig.pm and RT_SiteConfig.d for the admin to >> override defaults. >> >> -m >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Oct 24 10:46:02 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 10:46:02 -0400 Subject: [rt-users] RT4.4.1 ignoring two of four files in RT_SiteConfig.d Message-ID: All, I'm more confused the more I look at my configuration files problem. According to my system configuration page, RT is loading four files: RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and 03-dbconfig-common.pm, which are the most vital of the four. I've run perl -c on all four files, and all of them come back with no errors. What might cause RT to skip two files like this? If the files are invalid somehow, where would I find that out? /var/log/messages is reporting only the expected warning about my WebDomain being incorrect, but nothing about any files failing to load or invalid directives anywhere. I now know the source of my problem, but have no idea how I might fix it. Has anyone ever seen this before? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Oct 24 12:57:21 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 12:57:21 -0400 Subject: [rt-users] RT4.4.1 ignoring two of four files in RT_SiteConfig.d In-Reply-To: References: Message-ID: I've worked around the problem by copying the dbconfig file's text into a new file, and breaking debconf's contents into three different files. I have no idea what was wrong with the two files that didn't work, but the new ones seem to be doing fine. Very strange! I'd still like to know if anyone has ever seen this, so I know what to avoid in the future, but at least the system is operating normally again. On Mon, Oct 24, 2016 at 10:46 AM, Alex Hall wrote: > All, > I'm more confused the more I look at my configuration files problem. > According to my system configuration page, RT is loading four files: > RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and > RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and > 03-dbconfig-common.pm, which are the most vital of the four. I've run > perl -c on all four files, and all of them come back with no errors. What > might cause RT to skip two files like this? If the files are invalid > somehow, where would I find that out? /var/log/messages is reporting only > the expected warning about my WebDomain being incorrect, but nothing about > any files failing to load or invalid directives anywhere. I now know the > source of my problem, but have no idea how I might fix it. Has anyone ever > seen this before? > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey.pilant at bayer.com Mon Oct 24 13:53:36 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Mon, 24 Oct 2016 17:53:36 +0000 Subject: [rt-users] RT4.4.1 ignoring two of four files in RT_SiteConfig.d Message-ID: You write: >I'm more confused the more I look at my configuration files problem. >According to my system configuration page, RT is loading four files: >RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and >RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and >03-dbconfig-common.pm, which are the most vital of the four. I've run perl >-c on all four files, and all of them come back with no errors. What might >cause RT to skip two files like this? If the files are invalid somehow, >where would I find that out? /var/log/messages is reporting only the >expected warning about my WebDomain being incorrect, but nothing about any >files failing to load or invalid directives anywhere. I now know the source >of my problem, but have no idea how I might fix it. Has anyone ever seen >this before? Wild shot in the dark: Check owner, group, and r/w permissions. Do all four files have the same values? If this fixes things, post to the list the fix so others can benefit. /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 ahall at autodist.com Mon Oct 24 14:04:35 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 14:04:35 -0400 Subject: [rt-users] RT4.4.1 ignoring two of four files in RT_SiteConfig.d In-Reply-To: References: Message-ID: Great call! Looks like one of the files that didn't work has 600, while one that did is 644. My www-data user must need to read these files, and it couldn't do that. I'm not sure how 600 got set, but this must be the problem. Thanks. On Mon, Oct 24, 2016 at 1:53 PM, Jeffrey Pilant wrote: > You write: > >I'm more confused the more I look at my configuration files problem. > >According to my system configuration page, RT is loading four files: > >RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and > >RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and > >03-dbconfig-common.pm, which are the most vital of the four. I've run > perl > >-c on all four files, and all of them come back with no errors. What might > >cause RT to skip two files like this? If the files are invalid somehow, > >where would I find that out? /var/log/messages is reporting only the > >expected warning about my WebDomain being incorrect, but nothing about any > >files failing to load or invalid directives anywhere. I now know the > source > >of my problem, but have no idea how I might fix it. Has anyone ever seen > >this before? > > Wild shot in the dark: > Check owner, group, and r/w permissions. > Do all four files have the same values? > > If this fixes things, post to the list the fix so others can benefit. > > /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. > ________________________________________________________________________ > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisis at bosberaad.com Mon Oct 24 17:08:50 2016 From: chrisis at bosberaad.com (Chris McClement) Date: Mon, 24 Oct 2016 21:08:50 +0000 Subject: [rt-users] Greetings from a New RT user in Toronto. In-Reply-To: References: Message-ID: Hi Reza Welcome to RT. We're a fairly new user of the product so have recent experience of your learning curve! We have a bit of a workaround in place for "2. Suppress "RT System Itself...)" lines in the History. We simply hide the entries with custom css. In Admin > Tools > Theme > Custom CSS (Advanced), we've added: div.transaction.Ticket-transaction.other { display: none; } This hides all those RT System messages while leaving things like actual message content/comments alone. As far as "4. Assigning tickets..." goes, have you set any of your users as "Privileged"? As far as I remember if you are logged in as a privileged user you should be able to assign tickets to other privileged users. Regards Chris On Mon, 24 Oct 2016 at 21:50 Reza wrote: > Greetings Folks: > > I successfully installed RT on a virtual machine and it has been a > non-stop learning marathon for 12+ hrs non stop. If you are as new as > me in RT, please reply to my message, and perhaps we can have a > conference call (at my expense) to do some sort of study group session, > so we can share knowledge. > > Its easiest to learn when there are friendly tutors. FYI, I have > acquired the following knowledge the very hard way. > 1. Setup / Installation. (The hardest part) > 2. Creating Users > 3. Creating Groups > 4. Understanding Permissons > 5. Enabling watchers > 6. Configuring Fetch Mail with SSL option to a gmail account (for testing) > 7. Configuring Sendmail / Exim and smart host > 8. Purging / Shredding tickets > > > What I would like to learn is: > 1. Create Random Ticket numbers. > 2. Suppress "RT System Itself - Outgoing email recorded" > 3. Customization of Auto ticket reply. > 4. Assigning tickets / transferring to someone else (when not logged in > as root) > 5. 3rd Party CRM integration basics. > > Thanks in advance to all the folks here, specially the creators of RT. > > Best, > Reza. > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Oct 24 17:16:16 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 24 Oct 2016 17:16:16 -0400 Subject: [rt-users] Greetings from a New RT user in Toronto. In-Reply-To: References: Message-ID: Customizing email notifications as in #3 is done through the templates. As root, or a super user, go to Admin > Templates > Select. There you'll find a table with all the templates the system uses. Admin > Scripts is where you can see which templates go to which events. The wiki ( rt-wiki.bestpractical.com) has a couple helpful pages on templates, such as https://rt-wiki.bestpractical.com/wiki/TemplateSnippets You grant users the right to transfer, own, take, and steal tickets. RT likes you to use groups rather than granting rights on a user-by-user basis. For instance, our system has five queues, and each queue has a queue_staff and queue_users group. In the staff group for each queue, we grant the rights I mentioned. This way, simply adding a user to the staff group in their queue is enough to give them all the rights they need. As you may have found, rights are integral to not just what users can do with tickets, but to which tickets and queues they can view at all. Getting to know the rights system will help a lot. On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement wrote: > Hi Reza > > Welcome to RT. We're a fairly new user of the product so have recent > experience of your learning curve! > > We have a bit of a workaround in place for "2. Suppress "RT System > Itself...)" lines in the History. We simply hide the entries with custom > css. In Admin > Tools > Theme > Custom CSS (Advanced), we've added: > > div.transaction.Ticket-transaction.other { > display: none; > } > > This hides all those RT System messages while leaving things like actual > message content/comments alone. > > As far as "4. Assigning tickets..." goes, have you set any of your users > as "Privileged"? As far as I remember if you are logged in as a privileged > user you should be able to assign tickets to other privileged users. > > Regards > Chris > > On Mon, 24 Oct 2016 at 21:50 Reza wrote: > >> Greetings Folks: >> >> I successfully installed RT on a virtual machine and it has been a >> non-stop learning marathon for 12+ hrs non stop. If you are as new as >> me in RT, please reply to my message, and perhaps we can have a >> conference call (at my expense) to do some sort of study group session, >> so we can share knowledge. >> >> Its easiest to learn when there are friendly tutors. FYI, I have >> acquired the following knowledge the very hard way. >> 1. Setup / Installation. (The hardest part) >> 2. Creating Users >> 3. Creating Groups >> 4. Understanding Permissons >> 5. Enabling watchers >> 6. Configuring Fetch Mail with SSL option to a gmail account (for >> testing) >> 7. Configuring Sendmail / Exim and smart host >> 8. Purging / Shredding tickets >> >> >> What I would like to learn is: >> 1. Create Random Ticket numbers. >> 2. Suppress "RT System Itself - Outgoing email recorded" >> 3. Customization of Auto ticket reply. >> 4. Assigning tickets / transferring to someone else (when not logged in >> as root) >> 5. 3rd Party CRM integration basics. >> >> Thanks in advance to all the folks here, specially the creators of RT. >> >> Best, >> Reza. >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 >> > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Mon Oct 24 19:45:22 2016 From: ram0502 at gmail.com (Ram) Date: Mon, 24 Oct 2016 16:45:22 -0700 Subject: [rt-users] Deleting one attachment In-Reply-To: References:

Message-ID: Inline.. > A user at work added an attachment that violates corporate policy to a > ticket; the ticket itself is valid and must be kept. I need to delete the > attachment. A quick look at the rt-shredder tool does not make it apparent > to me how to do this with rt-shredder. I can readily do it editing the db in > mysql but I'd rather use rt-shredder if it will do the job. > any help? I'll be going with a direct DB edit which I'm documenting here for the next person. Since I just want to suppress the file and do not want to hide the fact that it existed. Here is what I did, be very careful! If you don't know SQL or you don't understand every step below then find someone else to help you - this is the WRONG PATH for you: 1 Get the attachment id of the attachment to remove (as of RT 4.4.1 it's the *second* number in the URL that displays the attachment). 2 Add a comment to the ticket indicating that you are deleting the offending attachment for policy violation (or whatever you motive). 3 Run this command to improve your odds of not messing up and deleting the wrong transaction: > select id, Transactionid, MessageId, Subject, Filename, ContentType, ContentEncoding, Headers, Creator, Created from Attachments where id= ATTACHMENT_ID_FROM_STEP_1 \G 4 If that looks right to you then run this SQL against A TEST COPY OF YOUR DB to ensure you are killing the right attachment > update Attachments set Content = NULL where id = ATTACHMENT_ID_FROM_STEP_1 limit 1; 5 Go look at the ticket in RT and ensure that you did indeed eliminate the offending attachment. 6 Repeat steps 3,4,5 in your production environment. 7 Do not call me if you shot yourself in the foot. No warranty expressed or implied! If this isn't perfectly clear, hire Best Practical ( https://bestpractical.com/) to do it for you. cheers, Ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From reza.toronto at gmail.com Mon Oct 24 22:58:25 2016 From: reza.toronto at gmail.com (Reza) Date: Mon, 24 Oct 2016 22:58:25 -0400 Subject: [rt-users] Greetings from a New RT user in Toronto. In-Reply-To: References: Message-ID: Chris, Alex, Gentlemen: Thank you for your generosity. Let me learn a little bit more and it will give me the confidence to ask stupid questions. :) Anyone in here would like to engage in a conference call type group study / chat, please let me know. I have a VoIP server to which all of us could connect to easily. Thank you! Reza. Alex Hall wrote on 10/24/2016 5:16 PM: > Customizing email notifications as in #3 is done through the > templates. As root, or a super user, go to Admin > Templates > Select. > There you'll find a table with all the templates the system uses. > Admin > Scripts is where you can see which templates go to which > events. The wiki (rt-wiki.bestpractical.com > ) has a couple helpful pages on > templates, such as > https://rt-wiki.bestpractical.com/wiki/TemplateSnippets > > You grant users the right to transfer, own, take, and steal tickets. > RT likes you to use groups rather than granting rights on a > user-by-user basis. For instance, our system has five queues, and each > queue has a queue_staff and queue_users group. In the staff group for > each queue, we grant the rights I mentioned. This way, simply adding a > user to the staff group in their queue is enough to give them all the > rights they need. > > As you may have found, rights are integral to not just what users can > do with tickets, but to which tickets and queues they can view at all. > Getting to know the rights system will help a lot. > > On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement > > wrote: > > Hi Reza > > Welcome to RT. We're a fairly new user of the product so have > recent experience of your learning curve! > > We have a bit of a workaround in place for "2. Suppress "RT System > Itself...)" lines in the History. We simply hide the entries with > custom css. In Admin > Tools > Theme > Custom CSS (Advanced), > we've added: > > div.transaction.Ticket-transaction.other { > display: none; > } > > This hides all those RT System messages while leaving things like > actual message content/comments alone. > > As far as "4. Assigning tickets..." goes, have you set any of your > users as "Privileged"? As far as I remember if you are logged in > as a privileged user you should be able to assign tickets to other > privileged users. > > Regards > Chris > > On Mon, 24 Oct 2016 at 21:50 Reza > wrote: > > Greetings Folks: > > I successfully installed RT on a virtual machine and it has been a > non-stop learning marathon for 12+ hrs non stop. If you are > as new as > me in RT, please reply to my message, and perhaps we can have a > conference call (at my expense) to do some sort of study group > session, > so we can share knowledge. > > Its easiest to learn when there are friendly tutors. FYI, I have > acquired the following knowledge the very hard way. > 1. Setup / Installation. (The hardest part) > 2. Creating Users > 3. Creating Groups > 4. Understanding Permissons > 5. Enabling watchers > 6. Configuring Fetch Mail with SSL option to a gmail account > (for testing) > 7. Configuring Sendmail / Exim and smart host > 8. Purging / Shredding tickets > > > What I would like to learn is: > 1. Create Random Ticket numbers. > 2. Suppress "RT System Itself - Outgoing email recorded" > 3. Customization of Auto ticket reply. > 4. Assigning tickets / transferring to someone else (when not > logged in > as root) > 5. 3rd Party CRM integration basics. > > Thanks in advance to all the folks here, specially the > creators of RT. > > Best, > Reza. > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > > * Boston - October 24-26 > * Los Angeles - Q1 2017 > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > > * Boston - October 24-26 > * Los Angeles - Q1 2017 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From reza.toronto at gmail.com Tue Oct 25 02:17:52 2016 From: reza.toronto at gmail.com (Reza) Date: Tue, 25 Oct 2016 02:17:52 -0400 Subject: [rt-users] Greetings from a New RT user in Toronto. In-Reply-To: References: Message-ID: <575baf21-7d3e-be75-8564-0aaf7acbf7ae@gmail.com> Many thanks to my first 3 teachers, Kenneth Crocker, Alex Hall and Chris McClement, for guiding me to the right direction. Ken, many thanks for your generosity for passing me a copy of your book "Request Tracker for Beginners - A Topical Guide" ( also available on Amazon if those of you newbie seeking knowledge ) Many thanks to the authors of "RT Essentials" published by O'Reilly. This is also a good start for the fundamental basics for RT. The last 24-48 hrs has been an amazing learning experience. I feel as-if I can do Kung Fu now :) From my recent agenda of: 1. Create Random Ticket numbers. 2. Suppress "RT System Itself - Outgoing email recorded" 3. Customization of Auto ticket reply. 4. Assigning tickets / transferring to someone else (when not logged in as root) 5. 3rd Party CRM integration basics. 6. How to Customize the RT at a glance (Just added to my list for Oct 25, 2016) I have learned points #2, #3, #4. Can anyone here guide me to the proper direction to accomplish #1 (Generating random ticket number versus ascending ticket numbers), and guide me towards a fundamentally basic API example for 3rd Party CRM integration? The new things I've learned: 1. Creating Queues 2. Creating Memberships 3. Understanding Group Permissions 4. Taking ownership of a ticket 5. Assigning tickets to someone else 6. Basic Ticket operations (Open, Close, Delete, Forward, Stealing etc) I'm learning that RT is not only for managing Support Tickets, but it can also be used to followup on Sales leads etc (in the same manner as a support ticket is handled), but I have yet to understand how it can be used in Project Management. A combination of active / hands on learning is needed here, in parallel to passive learning. That's the hardest part because I'm not a very good passive learner (learning through reading). I'm anticipating my status updates on this learning curve will serve as an agenda for the new folks adapting RT. In the mean time, I will be reading Ken's "Request Tracker for Beginners" guide till I pass out. Thanks for welcoming me to the community. Cheers! Reza. > On Mon, 24 Oct 2016 at 21:50 Reza > wrote: > > Greetings Folks: > > I successfully installed RT on a virtual machine and it has been a > non-stop learning marathon for 12+ hrs non stop. If you are as > new as > me in RT, please reply to my message, and perhaps we can have a > conference call (at my expense) to do some sort of study group > session, > so we can share knowledge. > > Its easiest to learn when there are friendly tutors. FYI, I have > acquired the following knowledge the very hard way. > 1. Setup / Installation. (The hardest part) > 2. Creating Users > 3. Creating Groups > 4. Understanding Permissons > 5. Enabling watchers > 6. Configuring Fetch Mail with SSL option to a gmail account (for > testing) > 7. Configuring Sendmail / Exim and smart host > 8. Purging / Shredding tickets > > > What I would like to learn is: > 1. Create Random Ticket numbers. > 2. Suppress "RT System Itself - Outgoing email recorded" > 3. Customization of Auto ticket reply. > 4. Assigning tickets / transferring to someone else (when not > logged in > as root) > 5. 3rd Party CRM integration basics. > > Thanks in advance to all the folks here, specially the creators of RT. > > Best, > Reza. > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From maik.nergert at uni-hamburg.de Tue Oct 25 03:06:36 2016 From: maik.nergert at uni-hamburg.de (Maik Nergert) Date: Tue, 25 Oct 2016 09:06:36 +0200 Subject: [rt-users] Delivery Status Notification Message-ID: Hi @all, is there a simple way to proof, that a message and the attachment was delivered to the recipient? It would be much better if the recipient has to confirm, that the message arrived and he has read it. best Maik -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5486 bytes Desc: S/MIME Cryptographic Signature URL: From phanousk at civ.zcu.cz Tue Oct 25 08:27:02 2016 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Tue, 25 Oct 2016 14:27:02 +0200 Subject: [rt-users] Slow quote folding In-Reply-To: <574EA52A.3020206@civ.zcu.cz> References: <574EA52A.3020206@civ.zcu.cz> Message-ID: <68c1bb88-bcbd-70a5-3f34-8018bea9debb@civ.zcu.cz> Hi, we have migrated to another server with newer Debian and this issue suddenly dissapeared. So I wanted just let you know. Thanks to Jeffrey Pilant for interest and morale support :) Petr On 1.6.2016 11:04, Petr Hanousek wrote: > Dear all, > we have here some users who have such a habit to keep all the > conversation history in e-mails. Some of them have also stupid mail > clients which doubles the number of spaces. This results in looong mails > and therefore long ticket history. So some individuals use, for better > information overview, quote folding. > This works quite well, but when the stuff that is to be quoted in ticket > is too long (or too many of them?), the quoting procedure takes very > long time. I've got here a ticket with 24 replies, each with the full > mail history, and showing the ticket with folding turned on takes about > 8 minutes. The ticket history during that time shows only "Loading..." > notice. > > When I searched in the code to see how this folding is done, it gave me > an impression that it uses some general method which affects the whole > RT. So I am little bit scare to give it some tuning :) Could you someone > please either to confirm a bug, or (if it is a feature) explain me the > mechanism how this should work and what to tune/rewrite? > > Thank you, Petr > -- +-------------------------------------------------------------------+ Petr Hanousek e-mail: petr.hanousek at cesnet.cz MetaCentrum User Support phone: +420 950 072 112 CESNET z.s.p.o. mobile: +420 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +-------------------------------------------------------------------+ From chaniadimitris at yahoo.gr Tue Oct 25 09:07:14 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Tue, 25 Oct 2016 13:07:14 +0000 (UTC) Subject: [rt-users] How to AllowSorting in AssetList in SelfService References: <844621639.400824.1477400834528.ref@mail.yahoo.com> Message-ID: <844621639.400824.1477400834528@mail.yahoo.com> Hello everybody, I need your help on the following, please. I would like to allow sorting of the Asset List in the SelfService. I create a copy (Customization with local dir) of the relevant file /opt/rt4/share/html/User/Elements/AssetList in the local dir: /opt/rt4/local/html/User/Elements/AssetList There, I change the "AllowSorting" value to "1". Then, the user can actually click on the column header to sort each column. However, the generated url appears not to be working! For example, the generated url when trying to sort based on the "Name" is: https://................/SelfService/Asset/index.html?Format=%0A%20%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebHomePath__%2FAsset%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%20%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebHomePath__%2FAsset%2FDisplay.html%3Fid%3D__id__%22%3E__Name__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3AName%27%2C%0A%20%20%20%20Description%2C%0A&Order=ASC&OrderBy=Name&Page=1 As you may see the url contains the $Format! I cannot find a way to get rid of it. Any ideas? Thanks in advance! Dimitris From chaniadimitris at yahoo.gr Tue Oct 25 09:40:50 2016 From: chaniadimitris at yahoo.gr (Dimitris Maniadakis) Date: Tue, 25 Oct 2016 13:40:50 +0000 (UTC) Subject: [rt-users] Rename Owner Role only for Assets References: <480774974.436158.1477402850961.ref@mail.yahoo.com> Message-ID: <480774974.436158.1477402850961@mail.yahoo.com> Hello! I would like to ask if I can rename the word "Owner" in RT. I modified the file en.po and indeed the word changed. However, it changed BOTH for the TICKET Owner and the ASSET Owner. I cannot find a way to change ONLY the ASSET Owner, although I specified it as following: #: lib/RT/Asset.pm:86 msgid "Owner" msgstr "Renamed Owner" Any help, please? Thanks in advance! Dimitris From jeffrey.pilant at bayer.com Tue Oct 25 10:03:14 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Tue, 25 Oct 2016 14:03:14 +0000 Subject: [rt-users] Delivery Status Notification Message-ID: <3296ff6921e543508caf99be5420d476@MOXDEA.na.bayer.cnb> Maik Nergert writes: >is there a simple way to proof, that a message and the attachment was >delivered to the recipient? >It would be much better if the recipient has to confirm, that the >message arrived and he has read it. SMTP, by definition cannot do this. It cannot even guarantee delivery. That said, there are specific implementations of email clients that can acknowledge delivery, and even being opened. However, that is very client dependent, and you cannot count on what client will be used to read the email. Again, that said, if you can enforce the client chosen (like at work having a company mandate), then you might be able to include control tags in the email header produced that will cause that client to perform that feature. /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 jeffrey.pilant at bayer.com Tue Oct 25 10:12:14 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Tue, 25 Oct 2016 14:12:14 +0000 Subject: [rt-users] Greetings from a New RT user in Toronto. Message-ID: Reza writes: >The last 24-48 hrs has been an amazing learning experience. I feel >as-if I can do Kung Fu now :) > > From my recent agenda of: > > 1. Create Random Ticket numbers. > 2. Suppress "RT System Itself - Outgoing email recorded" > 3. Customization of Auto ticket reply. > 4. Assigning tickets / transferring to someone else (when not logged in > as root) > 5. 3rd Party CRM integration basics. > 6. How to Customize the RT at a glance (Just added to my list for Oct > 25, 2016) > >I have learned points #2, #3, #4. > >Can anyone here guide me to the proper direction to accomplish #1 >(Generating random ticket number versus ascending ticket numbers), and >guide me towards a fundamentally basic API example for 3rd Party CRM >integration? In order to generate a random ticket ID, you need a random number generator, a min and max ID number allowed, and a way to determine if any given ID has already been used. You then need to replace the standard SQL that gets the current max ID and adds one to assign a new ID. I don't know where that code is. As you fill the IDs, generating a new ID becomes harder and harder, because you will hit duplicate entries in the random generating process. You also loose the relation of ID#s to date order. Sorting a list of IDs by ID number will randomize the time that the IDs occur, requiring reports to be modified to be sorted by some other key. Basically, you need a very strong reason to break the defaults the program uses, because there is a lot of work needed to rewrite the many things that use the defaults, and the time spent verifying that you found all the bits that need to be changed. What is your use case? /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 thomas.oddsund at usit.uio.no Tue Oct 25 10:31:52 2016 From: thomas.oddsund at usit.uio.no (Thomas Oddsund) Date: Tue, 25 Oct 2016 14:31:52 +0000 Subject: [rt-users] Deleting one attachment In-Reply-To: References:

, Message-ID: <1477405912283.25262@usit.uio.no> ?Hello, Sorry for not seeing this sooner, but I'll leave this for people wondering about the same in the future. We have sucessfully deleted single attachments from a ticket using rt-shredder. Issue the command like this; rt-shredder --plugin 'Objects=Attachment,?' We use RT 4.2.8. Med vennlig hilsen, Thomas Oddsund SDS/USIT ________________________________ Fra: rt-users p? vegne av Ram Sendt: 25. oktober 2016 01:45 Til: rt-users Emne: Re: [rt-users] Deleting one attachment Inline.. > A user at work added an attachment that violates corporate policy to a > ticket; the ticket itself is valid and must be kept. I need to delete the > attachment. A quick look at the rt-shredder tool does not make it apparent > to me how to do this with rt-shredder. I can readily do it editing the db in > mysql but I'd rather use rt-shredder if it will do the job. > any help? I'll be going with a direct DB edit which I'm documenting here for the next person. Since I just want to suppress the file and do not want to hide the fact that it existed. Here is what I did, be very careful! If you don't know SQL or you don't understand every step below then find someone else to help you - this is the WRONG PATH for you: 1 Get the attachment id of the attachment to remove (as of RT 4.4.1 it's the *second* number in the URL that displays the attachment). 2 Add a comment to the ticket indicating that you are deleting the offending attachment for policy violation (or whatever you motive). 3 Run this command to improve your odds of not messing up and deleting the wrong transaction: > select id, Transactionid, MessageId, Subject, Filename, ContentType, ContentEncoding, Headers, Creator, Created from Attachments where id= ATTACHMENT_ID_FROM_STEP_1 \G 4 If that looks right to you then run this SQL against A TEST COPY OF YOUR DB to ensure you are killing the right attachment > update Attachments set Content = NULL where id = ATTACHMENT_ID_FROM_STEP_1 limit 1; 5 Go look at the ticket in RT and ensure that you did indeed eliminate the offending attachment. 6 Repeat steps 3,4,5 in your production environment. 7 Do not call me if you shot yourself in the foot. No warranty expressed or implied! If this isn't perfectly clear, hire Best Practical (https://bestpractical.com/) to do it for you. cheers, Ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From reza.toronto at gmail.com Tue Oct 25 12:18:07 2016 From: reza.toronto at gmail.com (Reza) Date: Tue, 25 Oct 2016 12:18:07 -0400 Subject: [rt-users] Greetings from a New RT user in Toronto. In-Reply-To: References: Message-ID: <9a373260-8489-e113-7298-5f8e3dc50af0@gmail.com> Greetings Jeff: Thank you for your reply. The use case for random IDs is quite simple. Ascending / serial number of IDs compromises confidentiality. End users would be able to guess how busy I could be with the amount of tickets answered. Its something I don't want to disclose. Almost ALL ticketing systems I have seen, have a random arbitrary numeric or alpha-numeric ID. Any other suggestions on how to approach not displaying an obvious number to end users? Thanks! Reza. Jeffrey Pilant wrote on 10/25/2016 10:12 AM: > Reza writes: >> The last 24-48 hrs has been an amazing learning experience. I feel >> as-if I can do Kung Fu now :) >> >> From my recent agenda of: >> >> 1. Create Random Ticket numbers. >> 2. Suppress "RT System Itself - Outgoing email recorded" >> 3. Customization of Auto ticket reply. >> 4. Assigning tickets / transferring to someone else (when not logged in >> as root) >> 5. 3rd Party CRM integration basics. >> 6. How to Customize the RT at a glance (Just added to my list for Oct >> 25, 2016) >> >> I have learned points #2, #3, #4. >> >> Can anyone here guide me to the proper direction to accomplish #1 >> (Generating random ticket number versus ascending ticket numbers), and >> guide me towards a fundamentally basic API example for 3rd Party CRM >> integration? > In order to generate a random ticket ID, you need a random number generator, a min and max ID number allowed, and a way to determine if any given ID has already been used. You then need to replace the standard SQL that gets the current max ID and adds one to assign a new ID. I don't know where that code is. As you fill the IDs, generating a new ID becomes harder and harder, because you will hit duplicate entries in the random generating process. You also loose the relation of ID#s to date order. Sorting a list of IDs by ID number will randomize the time that the IDs occur, requiring reports to be modified to be sorted by some other key. > > Basically, you need a very strong reason to break the defaults the program uses, because there is a lot of work needed to rewrite the many things that use the defaults, and the time spent verifying that you found all the bits that need to be changed. > > What is your use case? > > /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. > ________________________________________________________________________ > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From ram0502 at gmail.com Tue Oct 25 14:00:17 2016 From: ram0502 at gmail.com (Ram) Date: Tue, 25 Oct 2016 11:00:17 -0700 Subject: [rt-users] Deleting one attachment In-Reply-To: <1477405912283.25262@usit.uio.no> References: