From vaclav.ovsik at i.cz Mon Jan 2 11:12:29 2017 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Mon, 2 Jan 2017 17:12:29 +0100 Subject: [rt-users] RT 4.4.1 and transaction isolation level on Postgres Message-ID: <20170102161229.4xgluxvxiyslm3fk@bobek.localdomain> Hi, to reproduce the deadlock problem with RT 4.4.1 on Postgres I tried to install RT 4.4.1 as clean new instalation: 1. On Debian 8.6 stable + Postgres 9.4 2. On Debian sid (unstable) + Postgres 9.6 (there was a need to change one sql command, option NOCREATEUSER -> NOCREATEROLE) To my surprise I created ticket in queue General (default) and the bug appeared immediately when I tried to change owner of a ticket and record comment together. Can anybody confirm on different system? Steps: 1. Create Postgres cluster (server instance): pg_createcluster 9.6 main --locale cs_CZ.UTF-8 2. Change access to rt4 database, so I don't need to set password for rt_user in /etc/postgresql/9.6/main/pg_hba.conf diff --git a/postgresql/9.6/main/pg_hba.conf b/postgresql/9.6/main/pg_hba.conf index b708a885..85857f64 100644 --- a/postgresql/9.6/main/pg_hba.conf +++ b/postgresql/9.6/main/pg_hba.conf @@ -86,6 +86,8 @@ local all postgres peer # TYPE DATABASE USER ADDRESS METHOD +local rt4 rt_user trust + # "local" is for Unix domain socket connections only local all all peer # IPv4 local connections: 3. Start Postgres & check pg_ctlcluster 9.6 main start pg_lsclusters 4. Install RT 4.4.1 from RT sources... cd rt-4.4.1-sources ./configure --prefix=/opt/rt --with-db-type=Pg sudo make install Change db host, so the connection will go through unix domain socket cd /opt/rt cat <<'EOT' >etc/RT_SiteConfig.pm Set($WebPort, 8888); Set($DatabaseHost, undef); Set($DatabaseRTHost, undef); 1; EOT Postgres user needs to read schame etc chmod a+r etc/{acl,initialdata,schema}* Postgres 9.6 no longer support NOCREATEUSER, but NOTCREATEROLE (https://www.postgresql.org/docs/9.6/static/release-9-6.html) sed -i -e 's/NOCREATEUSER/NOCREATEROLE/;' etc/acl.Pg Initialize database (if something went wrong, remove not finished database using 'sudo -u postgres dropdb rt4' and try better again) sudo -u postgres /usr/bin/perl -I/opt/rt/local/lib -I/opt/rt/lib sbin/rt-setup-database --action init 5. Start RT built int HTTP server by hand: sudo -u www-data /opt/rt/sbin/rt-server --port 8888 6. Go to browser and type location localhost:8888 - login as root / password - click on "New ticket in" General, enter something into subject and message and click "Create" (Owner is nobody, requestor is root) - Go Actions / Comment, type something into message and change owner to root. Click "Update ticket" - If owner was changed, try repeat previous step switching owner between nobody & root, until error. My session: bobek:/opt/rt# sudo -u www-data /opt/rt/sbin/rt-server --port 8888 [21132] [Mon Jan 2 15:58:50 2017] [info]: Successful login for root from 127.0.0.1 (/opt/rt/sbin/../lib/RT/Interface/Web.pm:831) [21133] [Mon Jan 2 16:00:21 2017] [info]: #1/31 - Scrip 7 On Create Autoreply To Requestors (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:00:21 2017] [info]: sent To: root at localhost (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:316) [21133] [Mon Jan 2 16:00:21 2017] [info]: #1/31 - Scrip 8 On Create Notify Owner and AdminCcs (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:00:21 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21133] [Mon Jan 2 16:00:21 2017] [info]: #1/31 - Scrip 9 On Create Notify Ccs (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:00:21 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21133] [Mon Jan 2 16:00:21 2017] [info]: #1/31 - Scrip 10 On Create Notify Other Recipients (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:00:21 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21133] [Mon Jan 2 16:00:21 2017] [info]: Ticket 1 created in queue 'General' by root (/opt/rt/sbin/../lib/RT/Ticket.pm:567) [21132] [Mon Jan 2 16:02:37 2017] [info]: not sending to root at localhost, creator of the transaction, due to NotifyActor setting (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:901) [21133] [Mon Jan 2 16:02:48 2017] [info]: not sending to root at localhost, creator of the transaction, due to NotifyActor setting (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:901) [21133] [Mon Jan 2 16:02:48 2017] [info]: #1/39 - Scrip 11 On Owner Change Notify Owner (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:02:48 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21133] [Mon Jan 2 16:03:19 2017] [info]: #1/45 - Scrip 1 On Comment Notify AdminCcs as Comment (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:03:19 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21133] [Mon Jan 2 16:03:19 2017] [info]: #1/45 - Scrip 2 On Comment Notify Other Recipients as Comment (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:03:19 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21133] [Mon Jan 2 16:03:19 2017] [info]: #1/46 - Scrip 11 On Owner Change Notify Owner (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21133] [Mon Jan 2 16:03:19 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21132] [Mon Jan 2 16:03:34 2017] [info]: not sending to root at localhost, creator of the transaction, due to NotifyActor setting (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:901) [21140] [Mon Jan 2 16:03:37 2017] [info]: #1/53 - Scrip 1 On Comment Notify AdminCcs as Comment (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21140] [Mon Jan 2 16:03:37 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21140] [Mon Jan 2 16:03:37 2017] [info]: #1/53 - Scrip 2 On Comment Notify Other Recipients as Comment (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [21140] [Mon Jan 2 16:03:37 2017] [info]: No recipients found. Not sending. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:806) [21140] [Mon Jan 2 16:03:38 2017] [warning]: DBD::Pg::st execute failed: ERROR: deadlock detected DETAIL: Process 21479 waits for ShareLock on transaction 1134; blocked by process 21157. Process 21157 waits for ShareLock on transaction 1135; blocked by process 21479. HINT: See server log for query details. CONTEXT: while updating tuple (0,21) in relation "tickets" at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:586) [21140] [Mon Jan 2 16:03:38 2017] [warning]: RT::Handle=HASH(0x55fc4d97fd18) couldn't execute the query 'UPDATE Tickets SET Owner=? WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x55fc4d97fd18), "UPDATE Tickets SET Owner=? WHERE id=? ", 14, 1) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 453 DBIx::SearchBuilder::Handle::UpdateRecordValue(RT::Handle=HASH(0x55fc4d97fd18), "Column", "Owner", "Table", "Tickets", "PrimaryKeys", HASH(0x55fc4de23ab8), "Value", ...) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 871 DBIx::SearchBuilder::Record::__Set(RT::Ticket=HASH(0x55fc4dce9210), "Field", "Owner", "Value", 14, "IsSQL", undef) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 140 DBIx::SearchBuilder::Record::Cachable::__Set(RT::Ticket=HASH(0x55fc4dce9210), "Field", "Owner", "Value", 14, "IsSQL", undef) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 744 DBIx::SearchBuilder::Record::_Set(RT::Ticket=HASH(0x55fc4dce9210), "Field", "Owner", "Value", 14, "IsSQL", undef) called at /opt/rt/sbin/../lib/RT/Record.pm line 462 RT::Record::_Set(RT::Ticket=HASH(0x55fc4dce9210), "Field", "Owner", "Value", 14) called at /opt/rt/sbin/../lib/RT/Ticket.pm line 2634 RT::Ticket::_Set(RT::Ticket=HASH(0x55fc4dce9210), "Field", "Owner", "Value", 14, "CheckACL", 0, "RecordTransaction", ...) called at /opt/rt/sbin/../lib/RT/Group.pm line 993 RT::Group::_AddMember(RT::Group=HASH(0x55fc4db25448), "PrincipalId", 14, "InsideTransaction", 1, "Object", RT::Ticket=HASH(0x55fc4dce9210)) called at /opt/rt/sbin/../lib/RT/Ticket.pm line 1968 RT::Ticket::SetOwner(RT::Ticket=HASH(0x55fc4dce9210), 14, "Set") called at /opt/rt/sbin/../lib/RT/Interface/Web.pm line 2975 HTML::Mason::Commands::ProcessTicketBasics("ARGSRef", HASH(0x55fc4dc9a470), "TicketObj", RT::Ticket=HASH(0x55fc4dce9210)) called at /opt/rt/share/html/Ticket/Display.html line 190 HTML::Mason::Commands::__ANON__("TicketObj", RT::Ticket=HASH(0x55fc4dce9210), "SubmitTicket", "Update Ticket", "TxnRecipients", "", "QuoteTransaction", "", ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x55fc4dc8e118), "TicketObj", RT::Ticket=HASH(0x55fc4dce9210), "SubmitTicket", "Update Ticket", "TxnRecipients", "", "QuoteTransaction", ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, "TicketObj", RT::Ticket=HASH(0x55fc4dce9210), "SubmitTicket", "Update Ticket", "TxnRecipients", "", ...) called at /opt/rt/share/html/Ticket/Update.html line 347 HTML::Mason::Commands::__ANON__("UpdateTimeWorked", "", "Action", "Comment", "DefaultStatus", "new", "UpdateBcc", "", ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x55fc4dbdba78), "UpdateTimeWorked", "", "Action", "Comment", "DefaultStatus", "new", "UpdateBcc", ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, "UpdateTimeWorked", "", "Action", "Comment", "DefaultStatus", ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 955 HTML::Mason::Request::call_next(RT::Interface::Web::Request=HASH(0x55fc4d5afea0)) called at /opt/rt/share/html/Ticket/autohandler line 66 HTML::Mason::Commands::__ANON__("UpdateTimeWorked", "", "Action", "Comment", "DefaultStatus", "new", "UpdateBcc", "", ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x55fc4dbf6580), "UpdateTimeWorked", "", "Action", "Comment", "DefaultStatus", "new", "UpdateBcc", ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, "UpdateTimeWorked", "", "Action", "Comment", "DefaultStatus", ...) called at /opt/rt/sbin/../lib/RT/Interface/Web.pm line 696 RT::Interface::Web::ShowRequestedPage(HASH(0x55fc4da121e8)) called at /opt/rt/sbin/../lib/RT/Interface/Web.pm line 375 RT::Interface::Web::HandleRequest(HASH(0x55fc4da121e8)) called at /opt/rt/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__("QuoteTransaction", "", "TxnRecipients", "", "SubmitTicket", "Update Ticket", "UpdateTimeWorked-TimeUnits", "minutes", ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x55fc4d9d0930), "QuoteTransaction", "", "TxnRecipients", "", "SubmitTicket", "Update Ticket", "UpdateTimeWorked-TimeUnits", ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1300 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, "QuoteTransaction", "", "TxnRecipients", "", "SubmitTicket", ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 481 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 481 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 433 HTML::Mason::Request::exec(RT::Interface::Web::Request=HASH(0x55fc4d5afea0)) called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 96 eval {...} called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec(RT::Interface::Web::Request=HASH(0x55fc4d5afea0)) called at /usr/share/perl5/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, "QuoteTransaction", "", "TxnRecipients", "", "SubmitTicket", "Update Ticket", ...) called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 59 eval {...} called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason(HTML::Mason::PSGIHandler::Streamy=HASH(0x55fc4d5ae0a8), HASH(0x55fc4d9c9e38), HASH(0x55fc4d9b4de8)) called at /usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__(CODE(0x55fc4d9b4ba8)) called at /usr/share/perl5/Plack/Util.pm line 339 Plack::Util::__ANON__(CODE(0x55fc4dcc5180)) called at /usr/share/perl5/Starlet/Server.pm line 377 Starlet::Server::handle_connection(Plack::Handler::Starlet=HASH(0x55fc4d79b858), HASH(0x55fc4da86f38), IO::Socket::INET=GLOB(0x55fc4d9c9b80), CODE(0x55fc4d353d00), "", "", "") called at /usr/share/perl5/Starlet/Server.pm line 190 Starlet::Server::accept_loop(Plack::Handler::Starlet=HASH(0x55fc4d79b858), CODE(0x55fc4d353d00), 100) called at /usr/share/perl5/Plack/Handler/Starlet.pm line 80 Plack::Handler::Starlet::run(Plack::Handler::Starlet=HASH(0x55fc4d79b858), CODE(0x55fc4d353d00)) called at /usr/share/perl5/Plack/Loader.pm line 84 Plack::Loader::run(Plack::Loader=HASH(0x55fc4d45ee08), Plack::Handler::Starlet=HASH(0x55fc4d79b858)) called at /usr/share/perl5/Plack/Runner.pm line 277 Plack::Runner::run(RT::PlackRunner=HASH(0x55fc46c5af10)) called at /opt/rt/sbin/../lib/RT/PlackRunner.pm line 141 eval {...} called at /opt/rt/sbin/../lib/RT/PlackRunner.pm line 141 RT::PlackRunner::run(RT::PlackRunner=HASH(0x55fc46c5af10)) called at /opt/rt/sbin/rt-server line 162 (/usr/share/perl/5.24/Carp.pm:170) [21140] [Mon Jan 2 16:03:38 2017] [warning]: Rollback and commit are mixed while escaping nested transaction at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:845) [21131] [Mon Jan 2 16:03:38 2017] [info]: not sending to root at localhost, creator of the transaction, due to NotifyActor setting (/opt/rt/sbin/../lib/RT/Action/SendEmail.pm:901) PS: I reported this problem already on https://issues.bestpractical.com/: #32381: RT 4.4 database deadlock during comment/correspondence + owner change together -- Zito From alex at chmrr.net Mon Jan 2 23:10:15 2017 From: alex at chmrr.net (Alex Vandiver) Date: Mon, 2 Jan 2017 20:10:15 -0800 Subject: [rt-users] RT 4.4.1 and transaction isolation level on Postgres In-Reply-To: <20170102161229.4xgluxvxiyslm3fk@bobek.localdomain> References: <20170102161229.4xgluxvxiyslm3fk@bobek.localdomain> Message-ID: <20170102201015.0d8266e1@thraddash.chmrr.net> On Mon, 2 Jan 2017 17:12:29 +0100 V?clav Ovs?k wrote: > Can anybody confirm on different system? Thanks for the detailed replication instructions. I can replicate, and have tracked down a minimal replication case. I'll drop my findings and suggestion on your ticket. The short form is that this is due to 4.4's new PreviewScrips functionality, which simulates (then rolls back) all of the changes, which is racing with the actual change. The bad news is that it's the real change, not the dry run, which gets killed in the deadlock detector, meaning that the owner does go unchanged. At least this is bubbled up to the user in the ticket display page, but this is still quite unfortunate. Amusingly, there are some strong parallels to the canonical Therac-25 case[1] -- the race here requires that one trigger a PreviewScrips very quickly before submitting, which is rare except with users quite accustomed to the UI. In the Therac-25 case, only skilled users could navigate to the bottom of the form within 8 seconds and thus deliver lethal doses of radiation to their patients. ...RT is designed to be robust, but there's a reason it doesn't rate itself as meant to be used for safety- or life-critical applications. - Alex [1] https://en.wikipedia.org/wiki/Therac-25 From vaclav.ovsik at i.cz Tue Jan 3 11:06:47 2017 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Tue, 3 Jan 2017 17:06:47 +0100 Subject: [rt-users] RT 4.4.1 and transaction isolation level on Postgres In-Reply-To: <20170102201015.0d8266e1@thraddash.chmrr.net> References: <20170102161229.4xgluxvxiyslm3fk@bobek.localdomain> <20170102201015.0d8266e1@thraddash.chmrr.net> Message-ID: <20170103160647.6dxyqnzdao53bucg@bobek.localdomain> On Mon, Jan 02, 2017 at 08:10:15PM -0800, Alex Vandiver wrote: > On Mon, 2 Jan 2017 17:12:29 +0100 > V?clav Ovs?k wrote: > > Can anybody confirm on different system? > > Thanks for the detailed replication instructions. I can replicate, and > have tracked down a minimal replication case. I'll drop my findings > and suggestion on your ticket. > ... Great, thank you very much for your time and effort! How about the Mysql don't have this problem - is this caused by the different default transaction isolation level or not? I can change isolation level in postgresql.conf to 'repeatable read' and things are different. Should I change the default isolation level on Postgres for RT to 'repeatable read'? -- Zito From felix at d2france.fr Tue Jan 3 12:27:51 2017 From: felix at d2france.fr (Felix Defrance) Date: Tue, 3 Jan 2017 18:27:51 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? Message-ID: Hi all, I don't find how I could add ShowTickets or QueueList in SelfService. I want to allow my unprivileged users, grouped by company name, to see all tickets in their queue. The group rights on the queue is correctly defined and users could access to the tickets by entring the ticket number in the "goto Ticket" field (top right in SelfService). I have tried to play with CustomRole but it's not working for me. So anybody known how I can do it? Thank you, -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Jan 3 12:39:24 2017 From: ahall at autodist.com (Alex Hall) Date: Tue, 3 Jan 2017 12:39:24 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Have you granted the rights? In Admin > Global > Group Rights, select the "unprivileged users" tab, then grant "view queue". That should help, though our setup is quite different so I can't verify it. On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance wrote: > Hi all, > > I don't find how I could add ShowTickets or QueueList in SelfService. > > I want to allow my unprivileged users, grouped by company name, to see all > tickets in their queue. > > The group rights on the queue is correctly defined and users could access > to the tickets by entring the ticket number in the "goto Ticket" field (top > right in SelfService). > > I have tried to play with CustomRole but it's not working for me. So > anybody known how I can do it? > Thank you, > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Jan 4 03:45:00 2017 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 Jan 2017 09:45:00 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : > > Hi all, > > I don't find how I could add ShowTickets or QueueList in SelfService. > > I want to allow my unprivileged users, grouped by company name, to see > all tickets in their queue. > > The group rights on the queue is correctly defined and users could > access to the tickets by entring the ticket number in the "goto > Ticket" field (top right in SelfService). > > I have tried to play with CustomRole but it's not working for me. So > anybody known how I can do it? > SelfService filters ticket list to tickets the user is watcher on (requestor or Cc). This is hard coded in share/html/SelfService/Elements/MyRequests: my $id = $session{'CurrentUser'}->id; my $Query = "( Watcher.id = $id )"; if ($status) { $status =~ s/(['\\])/\\$1/g; $Query .= " AND Status = '$status'"; } so if you wan't to relax this to all tickets users have ShowTicket rights, you have to modify this query ;) But I strongly discourage (unless really needed) to setup an RT instance with one queue per customer, best to think queues per internal support team and play with customroles/groups or customfields to set the customer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From felix at d2france.fr Wed Jan 4 03:57:00 2017 From: felix at d2france.fr (Felix Defrance) Date: Wed, 4 Jan 2017 09:57:00 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Hello, You right, this rights isn't checked. But I can't view all tickets in selfservice anymore. I verify the same rights in : Admin > Queue, "select the queue name" and Group Rights, select and grant "unprivileged users" to Seequeue & Showtickets In the same section: grant group "compagny name" to Seequeue & Showtickets But no effect. I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue & Showtickets but no effect too :( Another ideas ? Thanks, F?lix. Le 03/01/2017 ? 18:39, Alex Hall a ?crit : > Have you granted the rights? In Admin > Global > Group Rights, select > the "unprivileged users" tab, then grant "view queue". That should > help, though our setup is quite different so I can't verify it. > > On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance > wrote: > > Hi all, > > I don't find how I could add ShowTickets or QueueList in SelfService. > > I want to allow my unprivileged users, grouped by company name, to > see all tickets in their queue. > > The group rights on the queue is correctly defined and users could > access to the tickets by entring the ticket number in the "goto > Ticket" field (top right in SelfService). > > I have tried to play with CustomRole but it's not working for me. > So anybody known how I can do it? > > Thank you, > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From felix at d2france.fr Wed Jan 4 05:37:58 2017 From: felix at d2france.fr (Felix Defrance) Date: Wed, 4 Jan 2017 11:37:58 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Hi Manu, Thanks for your answer ;) I have tried to modify MyRequests in an overlay, yesterday, but my perl coding is quite bad as you known ;) Nevermind, I try to imagine use CC instead of modifing the hard coded things, but in this goal, I'll need to define watchers automatically. For example, I'll need to add "user group" called foobar to all existing tickets in queue foobar and the futurs created tickets in it! The question is, is it possible ? In the other hand, I don't know whyone queue per customer is not a good workflow. Thanks, F?lix. Le 04/01/2017 ? 09:45, Emmanuel Lacour a ?crit : > Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : >> >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to >> see all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could >> access to the tickets by entring the ticket number in the "goto >> Ticket" field (top right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? >> > > SelfService filters ticket list to tickets the user is watcher on > (requestor or Cc). This is hard coded in > share/html/SelfService/Elements/MyRequests: > > my $id = $session{'CurrentUser'}->id; > my $Query = "( Watcher.id = $id )"; > > if ($status) { > $status =~ s/(['\\])/\\$1/g; > $Query .= " AND Status = '$status'"; > } > > > so if you wan't to relax this to all tickets users have ShowTicket > rights, you have to modify this query ;) > > But I strongly discourage (unless really needed) to setup an RT > instance with one queue per customer, best to think queues per > internal support team and play with customroles/groups or customfields > to set the customer. -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From patrick.schoenenberg at web.de Wed Jan 4 06:38:49 2017 From: patrick.schoenenberg at web.de (patrick.schoenenberg at web.de) Date: Wed, 4 Jan 2017 12:38:49 +0100 Subject: [rt-users] Authentication-Problems after Upgrading Message-ID: An HTML attachment was scrubbed... URL: From alex at chmrr.net Wed Jan 4 07:50:11 2017 From: alex at chmrr.net (Alex Vandiver) Date: Wed, 4 Jan 2017 04:50:11 -0800 Subject: [rt-users] RT 4.4.1 and transaction isolation level on Postgres In-Reply-To: <20170103160647.6dxyqnzdao53bucg@bobek.localdomain> References: <20170102161229.4xgluxvxiyslm3fk@bobek.localdomain> <20170102201015.0d8266e1@thraddash.chmrr.net> <20170103160647.6dxyqnzdao53bucg@bobek.localdomain> Message-ID: <20170104045011.2b085b82@thraddash.chmrr.net> On Tue, 3 Jan 2017 17:06:47 +0100 V?clav Ovs?k wrote: > How about the Mysql don't have this problem - is this caused by > the different default transaction isolation level or not? MySQL suffers from the exact same problem -- but, as it happens, both more silently and more catastrophically. See https://github.com/bestpractical/rt/commit/e36364c5 > I can change isolation level in postgresql.conf to 'repeatable read' > and things are different. I advise against doing that. Upon inspection, RT is not prepared to deal with the "could not serialize access due to concurrent update" errors that arise from updates to rows in multiple transactions in Postgres' repeatable-read isolation. Repeatable-read is only possible in MySQL because it has a fascinating definition of "repeatable": ----------------------------- Process 1 ------------------------ mysql> set transaction isolation level repeatable read; Query OK, 0 rows affected (0.00 sec) mysql> start transaction with consistent snapshot; Query OK, 0 rows affected (0.00 sec) mysql> select id, Subject from Tickets where id = 1; +----+---------+ | id | Subject | +----+---------+ | 1 | foo | +----+---------+ 1 row in set (0.00 sec) ----------------------------- Process 2 ------------------------ mysql> set transaction isolation level repeatable read; Query OK, 0 rows affected (0.00 sec) mysql> start transaction with consistent snapshot; Query OK, 0 rows affected (0.00 sec) mysql> update Tickets set Subject = 'bar' where id = 1; Query OK, 1 row affected (0.00 sec) Rows matched: 1 Changed: 1 Warnings: 0 mysql> commit; Query OK, 0 rows affected (0.00 sec) ----------------------------- Process 1 ------------------------ mysql> select id, Subject from Tickets where id = 1; +----+---------+ | id | Subject | +----+---------+ | 1 | foo | +----+---------+ 1 row in set (0.00 sec) mysql> select id, Subject from Tickets where id = 1 FOR UPDATE; +----+---------+ | id | Subject | +----+---------+ | 1 | bar | +----+---------+ 1 row in set (0.00 sec) ---------------------------------------------------------------- Contrast this with PostgreSQL, whose definition of repeatable read acknowledges that fully consistent updates are not possible in all cases: ----------------------------- Process 1 ------------------------ rt4=# start transaction; START TRANSACTION rt4=# set transaction isolation level repeatable read; SET rt4=# select id, Subject from Tickets where id = 1; id | subject ----+--------- 1 | foo (1 row) ----------------------------- Process 2 ------------------------ rt4=# start transaction; START TRANSACTION rt4=# set transaction isolation level repeatable read; SET rt4=# update Tickets set Subject = 'bar' where id = 1; UPDATE 1 rt4=# commit; COMMIT ----------------------------- Process 1 ------------------------ rt4=# select id, Subject from Tickets where id = 1; id | subject ----+--------- 1 | foo (1 row) rt4=# select id, Subject from Tickets where id = 1 FOR UPDATE; ERROR: could not serialize access due to concurrent update ---------------------------------------------------------------- ( Yes, MySQL requires SET TRANSACTION ISOLATION _outside_ the transaction, and PostgreSQL requires it to be _inside_. See https://dev.mysql.com/doc/refman/5.7/en/set-transaction.html https://www.postgresql.org/docs/9.1/static/sql-set-transaction.html ) > Should I change the default isolation level on Postgres for RT to > 'repeatable read'? No. You should try the 4.4/previewscrips-race branch, which I've just pushed: https://github.com/bestpractical/rt/compare/4.4-trunk...4.4/previewscrips-race The gory details are contained in the commits therein. - Alex From ahall at autodist.com Wed Jan 4 08:02:10 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 08:02:10 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Can you describe your setup more? I'm not sure why unprivileged users would need access to all queue tickets, or why each user would have their own queue? As I understand it, unprivileged users are end users (i.e. customers, those who don't work for your organization). Thus, they shouldn't be able to access an entire queue, only tickets they open. Make them privileged, and restrict their rights by adding them to a certain group, and your life may be a lot easier. For example, you might have a group called "basic users" to which you'd add the users you currently consider unprivileged. That group would have only a few rights, but since its members would be privileged, you wouldn't run into RT's built-in restrictions. As to one queue per user, that would quickly get hard to manage. Queues are for organizing tickets and users. Sure, a queue may have just one user, but each user shouldn't have their own queue. Trying to keep track of the rights of such a setup would be a nightmare, assuming you have a good amount of users. As an example, we have queues for technology, warehouse, customer service, and other divisions within the company. Some queues have a lot of people, some have a few, butthey are all logical groupings of tasks. If I made a new queue for every user, I'd have dozens of them, and tickets would be all over the place! Plus, there's email to consider; if you want to accept incoming emails for ticket replies, you have to make a new Fetchmail or Postfix entry for every single user/queue you have. I hope this makes some sense. As I said, a lot of this depends on your usage pattern and setup concept. If you can explain that to us more, we might be able to help better. On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: > Hello, > > You right, this rights isn't checked. > > But I can't view all tickets in selfservice anymore. > > I verify the same rights in : > > Admin > Queue, "select the queue name" and Group Rights, select and > grant "unprivileged users" to Seequeue & Showtickets > > In the same section: > > grant group "compagny name" to Seequeue & Showtickets > > > But no effect. > > I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue > & Showtickets but no effect too :( > > Another ideas ? > > Thanks, > > F?lix. > Le 03/01/2017 ? 18:39, Alex Hall a ?crit : > > Have you granted the rights? In Admin > Global > Group Rights, select the > "unprivileged users" tab, then grant "view queue". That should help, though > our setup is quite different so I can't verify it. > > On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance wrote: > >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to see >> all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could access >> to the tickets by entring the ticket number in the "goto Ticket" field (top >> right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? >> Thank you, >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From felix at d2france.fr Wed Jan 4 08:57:08 2017 From: felix at d2france.fr (Felix Defrance) Date: Wed, 4 Jan 2017 14:57:08 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Le 04/01/2017 ? 14:02, Alex Hall a ?crit : > Can you describe your setup more? I'm not sure why unprivileged users > would need access to all queue tickets, or why each user would have > their own queue? As I understand it, unprivileged users are end users > (i.e. customers, those who don't work for your organization). Thus, > they shouldn't be able to access an entire queue, only tickets they > open. Make them privileged, and restrict their rights by adding them > to a certain group, and your life may be a lot easier. Yes! In the begining, that's what I tried to do. Restrict privilieged users. But I didn't find how restrict the access to the SearchUser. A member of a queue can search and view all users. In my setup, a queue and group, are dedicated to a customer. A customer should not be able to fetch other informations that are not inside of their queue. Thus, not be able to search all user in RT database.. Maybe, it's possible to limit the search function to their queue or desactivate the access to the menu search. Do you know about that ? Thanks, > > For example, you might have a group called "basic users" to which > you'd add the users you currently consider unprivileged. That group > would have only a few rights, but since its members would be > privileged, you wouldn't run into RT's built-in restrictions. > > As to one queue per user, that would quickly get hard to manage. > Queues are for organizing tickets and users. Sure, a queue may have > just one user, but each user shouldn't have their own queue. Trying to > keep track of the rights of such a setup would be a nightmare, > assuming you have a good amount of users. As an example, we have > queues for technology, warehouse, customer service, and other > divisions within the company. Some queues have a lot of people, some > have a few, butthey are all logical groupings of tasks. If I made a > new queue for every user, I'd have dozens of them, and tickets would > be all over the place! Plus, there's email to consider; if you want to > accept incoming emails for ticket replies, you have to make a new > Fetchmail or Postfix entry for every single user/queue you have. > > I hope this makes some sense. As I said, a lot of this depends on your > usage pattern and setup concept. If you can explain that to us more, > we might be able to help better. > > On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance > wrote: > > Hello, > > You right, this rights isn't checked. > > But I can't view all tickets in selfservice anymore. > > I verify the same rights in : > > Admin > Queue, "select the queue name" and Group Rights, select > and grant "unprivileged users" to Seequeue & Showtickets > > In the same section: > > grant group "compagny name" to Seequeue & Showtickets > > > But no effect. > > I try to add a user to watchers 'CC', and grant watchers 'CC' to > Seequeue & Showtickets but no effect too :( > > Another ideas ? > > Thanks, > > F?lix. > > Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >> Have you granted the rights? In Admin > Global > Group Rights, >> select the "unprivileged users" tab, then grant "view queue". >> That should help, though our setup is quite different so I can't >> verify it. >> >> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >> > wrote: >> >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in >> SelfService. >> >> I want to allow my unprivileged users, grouped by company >> name, to see all tickets in their queue. >> >> The group rights on the queue is correctly defined and users >> could access to the tickets by entring the ticket number in >> the "goto Ticket" field (top right in SelfService). >> >> I have tried to play with CustomRole but it's not working for >> me. So anybody known how I can do it? >> >> Thank you, >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From patrick.schoenenberg at web.de Wed Jan 4 09:00:06 2017 From: patrick.schoenenberg at web.de (patrick.schoenenberg at web.de) Date: Wed, 4 Jan 2017 15:00:06 +0100 Subject: [rt-users] How to create a new RoleGroup? Message-ID: Hello, ? after an RT-Upgrade I am not able to add Watchers to on Queue. ? Error Message:? In german "Rollen Gruppe 'AdminCc' nicht gefunden" In English something like "Role Group 'AdminCc' not found" ? How can I create a new RoleGroup? Thanks in advance ? Patrick ? From ahall at autodist.com Wed Jan 4 09:10:18 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 09:10:18 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Okay, searching users is the problem? I'm not sure, but what about an overlay that conditionally shows that part of page templates? You could create a group to which you'd assign any user you don't want viewing other users, then find the element that displays the user search and add a condition to return nothing if the user belongs to that group? On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: > > Le 04/01/2017 ? 14:02, Alex Hall a ?crit : > > Can you describe your setup more? I'm not sure why unprivileged users > would need access to all queue tickets, or why each user would have their > own queue? As I understand it, unprivileged users are end users (i.e. > customers, those who don't work for your organization). Thus, they > shouldn't be able to access an entire queue, only tickets they open. Make > them privileged, and restrict their rights by adding them to a certain > group, and your life may be a lot easier. > > Yes! In the begining, that's what I tried to do. Restrict privilieged > users. But I didn't find how restrict the access to the SearchUser. > > A member of a queue can search and view all users. > > In my setup, a queue and group, are dedicated to a customer. > > A customer should not be able to fetch other informations that are not > inside of their queue. Thus, not be able to search all user in RT database.. > > Maybe, it's possible to limit the search function to their queue or > desactivate the access to the menu search. Do you know about that ? > > Thanks, > > > For example, you might have a group called "basic users" to which you'd > add the users you currently consider unprivileged. That group would have > only a few rights, but since its members would be privileged, you wouldn't > run into RT's built-in restrictions. > > As to one queue per user, that would quickly get hard to manage. Queues > are for organizing tickets and users. Sure, a queue may have just one user, > but each user shouldn't have their own queue. Trying to keep track of the > rights of such a setup would be a nightmare, assuming you have a good > amount of users. As an example, we have queues for technology, warehouse, > customer service, and other divisions within the company. Some queues have > a lot of people, some have a few, butthey are all logical groupings of > tasks. If I made a new queue for every user, I'd have dozens of them, and > tickets would be all over the place! Plus, there's email to consider; if > you want to accept incoming emails for ticket replies, you have to make a > new Fetchmail or Postfix entry for every single user/queue you have. > > I hope this makes some sense. As I said, a lot of this depends on your > usage pattern and setup concept. If you can explain that to us more, we > might be able to help better. > > On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: > >> Hello, >> >> You right, this rights isn't checked. >> >> But I can't view all tickets in selfservice anymore. >> >> I verify the same rights in : >> >> Admin > Queue, "select the queue name" and Group Rights, select and >> grant "unprivileged users" to Seequeue & Showtickets >> >> In the same section: >> >> grant group "compagny name" to Seequeue & Showtickets >> >> >> But no effect. >> >> I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue >> & Showtickets but no effect too :( >> >> Another ideas ? >> >> Thanks, >> >> F?lix. >> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >> >> Have you granted the rights? In Admin > Global > Group Rights, select the >> "unprivileged users" tab, then grant "view queue". That should help, though >> our setup is quite different so I can't verify it. >> >> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >> wrote: >> >>> Hi all, >>> >>> I don't find how I could add ShowTickets or QueueList in SelfService. >>> >>> I want to allow my unprivileged users, grouped by company name, to see >>> all tickets in their queue. >>> >>> The group rights on the queue is correctly defined and users could >>> access to the tickets by entring the ticket number in the "goto Ticket" >>> field (top right in SelfService). >>> >>> I have tried to play with CustomRole but it's not working for me. So >>> anybody known how I can do it? >>> Thank you, >>> >>> -- >>> F?lix Defrance >>> PGP: 0x0F04DC57 >>> >>> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Jan 4 09:18:51 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 4 Jan 2017 08:18:51 -0600 Subject: [rt-users] How to create a new RoleGroup? In-Reply-To: References: Message-ID: Hi Patrick, On Wed, Jan 4, 2017 at 8:00 AM, wrote: > > Hello, > > after an RT-Upgrade I am not able to add Watchers to on Queue. What version were you running? What version did you upgrade to? > Error Message: In german "Rollen Gruppe 'AdminCc' nicht gefunden" > In English something like "Role Group 'AdminCc' not found" What actions did you take to generate this error? Please be specific. Thanks! -m From patrick.schoenenberg at web.de Wed Jan 4 09:30:30 2017 From: patrick.schoenenberg at web.de (patrick.schoenenberg at web.de) Date: Wed, 4 Jan 2017 15:30:30 +0100 Subject: [rt-users] How to create a new RoleGroup? In-Reply-To: References: , Message-ID: An HTML attachment was scrubbed... URL: From felix at d2france.fr Wed Jan 4 09:35:00 2017 From: felix at d2france.fr (Felix Defrance) Date: Wed, 4 Jan 2017 15:35:00 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Le 04/01/2017 ? 15:10, Alex Hall a ?crit : > Okay, searching users is the problem? I'm not sure, but what about an > overlay that conditionally shows that part of page templates? You > could create a group to which you'd assign any user you don't want > viewing other users, then find the element that displays the user > search and add a condition to return nothing if the user belongs to > that group? Yes, this is a part of the problem. The second, but not important, it's just for the look&feel, the ability to custom "Rt at a glance" by user groups. For the first, I don't known how I can do " then find the element that displays the user search and add a condition to return nothing if the user belongs to that group" > > On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance > wrote: > > > Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >> Can you describe your setup more? I'm not sure why unprivileged >> users would need access to all queue tickets, or why each user >> would have their own queue? As I understand it, unprivileged >> users are end users (i.e. customers, those who don't work for >> your organization). Thus, they shouldn't be able to access an >> entire queue, only tickets they open. Make them privileged, and >> restrict their rights by adding them to a certain group, and your >> life may be a lot easier. > Yes! In the begining, that's what I tried to do. Restrict > privilieged users. But I didn't find how restrict the access to > the SearchUser. > > A member of a queue can search and view all users. > > In my setup, a queue and group, are dedicated to a customer. > > A customer should not be able to fetch other informations that are > not inside of their queue. Thus, not be able to search all user in > RT database.. > > Maybe, it's possible to limit the search function to their queue > or desactivate the access to the menu search. Do you know about that ? > > Thanks, >> >> For example, you might have a group called "basic users" to which >> you'd add the users you currently consider unprivileged. That >> group would have only a few rights, but since its members would >> be privileged, you wouldn't run into RT's built-in restrictions. >> >> As to one queue per user, that would quickly get hard to manage. >> Queues are for organizing tickets and users. Sure, a queue may >> have just one user, but each user shouldn't have their own queue. >> Trying to keep track of the rights of such a setup would be a >> nightmare, assuming you have a good amount of users. As an >> example, we have queues for technology, warehouse, customer >> service, and other divisions within the company. Some queues have >> a lot of people, some have a few, butthey are all logical >> groupings of tasks. If I made a new queue for every user, I'd >> have dozens of them, and tickets would be all over the place! >> Plus, there's email to consider; if you want to accept incoming >> emails for ticket replies, you have to make a new Fetchmail or >> Postfix entry for every single user/queue you have. >> >> I hope this makes some sense. As I said, a lot of this depends on >> your usage pattern and setup concept. If you can explain that to >> us more, we might be able to help better. >> >> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance > > wrote: >> >> Hello, >> >> You right, this rights isn't checked. >> >> But I can't view all tickets in selfservice anymore. >> >> I verify the same rights in : >> >> Admin > Queue, "select the queue name" and Group Rights, >> select and grant "unprivileged users" to Seequeue & Showtickets >> >> In the same section: >> >> grant group "compagny name" to Seequeue & Showtickets >> >> >> But no effect. >> >> I try to add a user to watchers 'CC', and grant watchers 'CC' >> to Seequeue & Showtickets but no effect too :( >> >> Another ideas ? >> >> Thanks, >> >> F?lix. >> >> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >>> Have you granted the rights? In Admin > Global > Group >>> Rights, select the "unprivileged users" tab, then grant >>> "view queue". That should help, though our setup is quite >>> different so I can't verify it. >>> >>> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >>> > wrote: >>> >>> Hi all, >>> >>> I don't find how I could add ShowTickets or QueueList in >>> SelfService. >>> >>> I want to allow my unprivileged users, grouped by >>> company name, to see all tickets in their queue. >>> >>> The group rights on the queue is correctly defined and >>> users could access to the tickets by entring the ticket >>> number in the "goto Ticket" field (top right in >>> SelfService). >>> >>> I have tried to play with CustomRole but it's not >>> working for me. So anybody known how I can do it? >>> >>> Thank you, >>> >>> -- >>> F?lix Defrance >>> PGP: 0x0F04DC57 >>> >>> >>> >>> >>> -- >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Jan 4 09:41:51 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 4 Jan 2017 08:41:51 -0600 Subject: [rt-users] How to create a new RoleGroup? In-Reply-To: References: Message-ID: On Wed, Jan 4, 2017 at 8:30 AM, wrote: > I logged into RT as an admin: > -> Admin -> Queues -> Select Queue -> Watchers > > Then: > - New Watcher -> Find NAME -> Choose Option "AdminCc" --> Save Changes > ERROR: Role group 'AdminCc' not found I just ran a quick test and it works for me with 4.2.11. > The Debug-Log says: > > "[7814] [Wed Jan 4 14:28:00 2017] [warning]: Use of uninitialized value in > join or string at /usr/share/perl5/DBIx/SearchBuilder.pm line 1087, > line 1662. (/usr/share/perl5/DBIx/SearchBuilder.pm:1087) > [7814] [Wed Jan 4 14:28:00 2017] [warning]: DBD::Pg::st execute failed: > FEHLER: Syntaxfehler bei ??)?? > LINE 1: ...nt(main.id) FROM GroupMembers main WHERE (main.GroupId = ) > ^ at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586, line 1662. > (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:586) Looking at the above SQL error it looks lie there is no main.GroupId in the query. The formatting of the email causes the caret (^) indicator to not point at the right error. What would cause the GroupId to be scrubbed? Do you have some custom JS or any Overlays or Callbacks that would interfere? -m From ahall at autodist.com Wed Jan 4 09:47:49 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 09:47:49 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> References: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Message-ID: On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance wrote: > > Le 04/01/2017 ? 15:10, Alex Hall a ?crit : > > Okay, searching users is the problem? I'm not sure, but what about an > overlay that conditionally shows that part of page templates? You could > create a group to which you'd assign any user you don't want viewing other > users, then find the element that displays the user search and add a > condition to return nothing if the user belongs to that group? > > Yes, this is a part of the problem. The second, but not important, it's > just for the look&feel, the ability to custom "Rt at a glance" by user > groups. > > For the first, I don't known how I can do " then find the element that > displays the user search and add a condition to return nothing if the user > belongs to that group" > > In one template, I was able to find this snippet to get the user object: my $user = $session{'CurrentUser'}->UserObj; >From there, I imagine you could check if the user is a member of a certain group. Then "return 0" or something like that to stop the element from loading. My Perl skills aren't worthy of being called skills in any way, and I've never tried something quite like this, but it's my first thought. Sorry I can't help more; hopefully a more experienced user has a much simpler solution for you. :) > > > On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: > >> >> Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >> >> Can you describe your setup more? I'm not sure why unprivileged users >> would need access to all queue tickets, or why each user would have their >> own queue? As I understand it, unprivileged users are end users (i.e. >> customers, those who don't work for your organization). Thus, they >> shouldn't be able to access an entire queue, only tickets they open. Make >> them privileged, and restrict their rights by adding them to a certain >> group, and your life may be a lot easier. >> >> Yes! In the begining, that's what I tried to do. Restrict privilieged >> users. But I didn't find how restrict the access to the SearchUser. >> >> A member of a queue can search and view all users. >> >> In my setup, a queue and group, are dedicated to a customer. >> >> A customer should not be able to fetch other informations that are not >> inside of their queue. Thus, not be able to search all user in RT database.. >> >> Maybe, it's possible to limit the search function to their queue or >> desactivate the access to the menu search. Do you know about that ? >> >> Thanks, >> >> >> For example, you might have a group called "basic users" to which you'd >> add the users you currently consider unprivileged. That group would have >> only a few rights, but since its members would be privileged, you wouldn't >> run into RT's built-in restrictions. >> >> As to one queue per user, that would quickly get hard to manage. Queues >> are for organizing tickets and users. Sure, a queue may have just one user, >> but each user shouldn't have their own queue. Trying to keep track of the >> rights of such a setup would be a nightmare, assuming you have a good >> amount of users. As an example, we have queues for technology, warehouse, >> customer service, and other divisions within the company. Some queues have >> a lot of people, some have a few, butthey are all logical groupings of >> tasks. If I made a new queue for every user, I'd have dozens of them, and >> tickets would be all over the place! Plus, there's email to consider; if >> you want to accept incoming emails for ticket replies, you have to make a >> new Fetchmail or Postfix entry for every single user/queue you have. >> >> I hope this makes some sense. As I said, a lot of this depends on your >> usage pattern and setup concept. If you can explain that to us more, we >> might be able to help better. >> >> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: >> >>> Hello, >>> >>> You right, this rights isn't checked. >>> >>> But I can't view all tickets in selfservice anymore. >>> >>> I verify the same rights in : >>> >>> Admin > Queue, "select the queue name" and Group Rights, select and >>> grant "unprivileged users" to Seequeue & Showtickets >>> >>> In the same section: >>> >>> grant group "compagny name" to Seequeue & Showtickets >>> >>> >>> But no effect. >>> >>> I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue >>> & Showtickets but no effect too :( >>> >>> Another ideas ? >>> >>> Thanks, >>> >>> F?lix. >>> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >>> >>> Have you granted the rights? In Admin > Global > Group Rights, select >>> the "unprivileged users" tab, then grant "view queue". That should help, >>> though our setup is quite different so I can't verify it. >>> >>> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >>> wrote: >>> >>>> Hi all, >>>> >>>> I don't find how I could add ShowTickets or QueueList in SelfService. >>>> >>>> I want to allow my unprivileged users, grouped by company name, to see >>>> all tickets in their queue. >>>> >>>> The group rights on the queue is correctly defined and users could >>>> access to the tickets by entring the ticket number in the "goto Ticket" >>>> field (top right in SelfService). >>>> >>>> I have tried to play with CustomRole but it's not working for me. So >>>> anybody known how I can do it? >>>> Thank you, >>>> >>>> -- >>>> F?lix Defrance >>>> PGP: 0x0F04DC57 >>>> >>>> >>> >>> >>> -- >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >>> >>> >>> -- >>> F?lix Defrance >>> PGP: 0x0F04DC57 >>> >>> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Wed Jan 4 10:10:28 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 04 Jan 2017 15:10:28 +0000 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> References: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Message-ID: Hi, You can modify the Ticket Owner dropdowns by using the UpdateObjectList callback in Elements/SelectOwner, you would remove all unwanted users from the list of objects passed to this callback. You possibly need to use the Modify callback in Elements/ShowUser too, I suspect there are others, but those should get you started. Best Regards Martin On 2017-01-04 14:35, Felix Defrance wrote: > Le 04/01/2017 ? 15:10, Alex Hall a ?crit : > >> Okay, searching users is the problem? I'm not sure, but what about >> an overlay that conditionally shows that part of page templates? You >> could create a group to which you'd assign any user you don't want >> viewing other users, then find the element that displays the user >> search and add a condition to return nothing if the user belongs to >> that group? > Yes, this is a part of the problem. The second, but not important, > it's just for the look&feel, the ability to custom "Rt at a glance" by > user groups. > > For the first, I don't known how I can do " then find the element that > displays the user search and add a condition to return nothing if the > user belongs to that group" > >> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance >> wrote: >> >> Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >> >> Can you describe your setup more? I'm not sure why unprivileged >> users would need access to all queue tickets, or why each user would >> have their own queue? As I understand it, unprivileged users are end >> users (i.e. customers, those who don't work for your organization). >> Thus, they shouldn't be able to access an entire queue, only tickets >> they open. Make them privileged, and restrict their rights by adding >> them to a certain group, and your life may be a lot easier. >> Yes! In the begining, that's what I tried to do. Restrict >> privilieged users. But I didn't find how restrict the access to the >> SearchUser. >> >> A member of a queue can search and view all users. >> >> In my setup, a queue and group, are dedicated to a customer. >> >> A customer should not be able to fetch other informations that are >> not inside of their queue. Thus, not be able to search all user in >> RT database.. >> >> Maybe, it's possible to limit the search function to their queue or >> desactivate the access to the menu search. Do you know about that ? >> >> Thanks, >> >> For example, you might have a group called "basic users" to which >> you'd add the users you currently consider unprivileged. That group >> would have only a few rights, but since its members would be >> privileged, you wouldn't run into RT's built-in restrictions. >> >> As to one queue per user, that would quickly get hard to manage. >> Queues are for organizing tickets and users. Sure, a queue may have >> just one user, but each user shouldn't have their own queue. Trying >> to keep track of the rights of such a setup would be a nightmare, >> assuming you have a good amount of users. As an example, we have >> queues for technology, warehouse, customer service, and other >> divisions within the company. Some queues have a lot of people, some >> have a few, butthey are all logical groupings of tasks. If I made a >> new queue for every user, I'd have dozens of them, and tickets would >> be all over the place! Plus, there's email to consider; if you want >> to accept incoming emails for ticket replies, you have to make a new >> Fetchmail or Postfix entry for every single user/queue you have. >> >> I hope this makes some sense. As I said, a lot of this depends on >> your usage pattern and setup concept. If you can explain that to us >> more, we might be able to help better. >> >> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance >> wrote: >> >> Hello, >> >> You right, this rights isn't checked. >> >> But I can't view all tickets in selfservice anymore. >> >> I verify the same rights in : >> >> Admin > Queue, "select the queue name" and Group Rights, select >> and grant "unprivileged users" to Seequeue & Showtickets >> >> In the same section: >> >> grant group "compagny name" to Seequeue & Showtickets >> >> But no effect. >> >> I try to add a user to watchers 'CC', and grant watchers 'CC' to >> Seequeue & Showtickets but no effect too :( >> >> Another ideas ? >> >> Thanks, >> >> F?lix. >> >> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >> >> Have you granted the rights? In Admin > Global > Group Rights, >> select the "unprivileged users" tab, then grant "view queue". That >> should help, though our setup is quite different so I can't verify >> it. >> >> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >> wrote: >> >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in >> SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to >> see all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could >> access to the tickets by entring the ticket number in the "goto >> Ticket" field (top right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? >> Thank you, >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 From ahall at autodist.com Wed Jan 4 11:13:38 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 11:13:38 -0500 Subject: [rt-users] Where to put crontool scripts? Message-ID: Hi all, I'm just wondering if there's a conventional place to store scripts that run crontool jobs? I've got one to notify people of old tickets, but I'll be making more, now that this one is working. Thanks again for all the help with that script, by the way. I'm considering putting them in /opt/rt4/etc, maybe in a "crontool-scripts" folder, but I don't know what RT upgrades might do to that. Is it best to just put them somewhere completely separate, like ~/rt-crontool-scripts, or can I keep them somewhere in the RT directory tree? 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 Wed Jan 4 11:19:01 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 4 Jan 2017 10:19:01 -0600 Subject: [rt-users] Where to put crontool scripts? In-Reply-To: References: Message-ID: On Wed, Jan 4, 2017 at 10:13 AM, Alex Hall wrote: > Hi all, > I'm just wondering if there's a conventional place to store scripts that run > crontool jobs? I've got one to notify people of old tickets, but I'll be > making more, now that this one is working. Thanks again for all the help > with that script, by the way. We just have the whole script in the crontab: % sudo crontab -l -u rtcrontool [...] 15 8-16 * * 1-5 /opt/rt4/bin/rt-crontool --log=warning --search RT::Search::FromSQL --search-arg ' Queue = "Systems" AND Owner = "Nobody" AND ( Status = "new" OR Status = "open" ) AND ( Starts IS NULL OR Starts <= "now" ) ' --condition RT::Condition::CreatedBusinessHoursAgo --condition-arg 4 --action RT::Action::MailAdminCcs --transaction-type Create --transaction last --template "Unowned Ticket" [...] -m From martin.wheldon at greenhills-it.co.uk Wed Jan 4 11:24:53 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 04 Jan 2017 16:24:53 +0000 Subject: [rt-users] Where to put crontool scripts? In-Reply-To: References: Message-ID: <2cab7956c5ea591c73559419a10e48df@mail.greenhills-it.co.uk> Hi Alex, We drop ours in /opt/rt4/local/bin. Martin On 2017-01-04 16:13, Alex Hall wrote: > Hi all, > I'm just wondering if there's a conventional place to store scripts > that run crontool jobs? I've got one to notify people of old tickets, > but I'll be making more, now that this one is working. Thanks again > for all the help with that script, by the way. > > I'm considering putting them in /opt/rt4/etc, maybe in a > "crontool-scripts" folder, but I don't know what RT upgrades might do > to that. Is it best to just put them somewhere completely separate, > like ~/rt-crontool-scripts, or can I keep them somewhere in the RT > directory tree? Thanks. > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From ahall at autodist.com Wed Jan 4 12:18:48 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 12:18:48 -0500 Subject: [rt-users] Ticket owner in database set to "no owner shown in search results" Message-ID: Hi all, A while ago I was asking why owners don't always show in search results. I just had a look at one such ticket in the database: select * from Tickets where id = 527; The "Owner" column is set to the value "no owner shown in search results". I don't know how it got that way, or what it means. More puzzling still, if I open the ticket in the web UI, the owner is correct. Yet, this ticket shows up if I search for tickets in the UI with "Owner='nobody'". Somehow, RT knows the owner, but in the Tickets table has it set to this odd value I've never seen. What would cause this and, more importantly, how do I stop it from happening? We have a script set up to make the requestor the owner automatically, but that's working (I got it straight from the Wiki). This means that users aren't manually adding themselves as owners, they're relying on the script to do it for them when the ticket is created. Yet, sometimes, we get a ticket like the one described above--no owner in the database or searches, but an owner when you view the actual ticket. Any thoughts as to how to fix this, and how RT knows the owner? Is it substituting the creator somehow? I'm very confused! Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From felix at d2france.fr Wed Jan 4 12:21:06 2017 From: felix at d2france.fr (Felix Defrance) Date: Wed, 4 Jan 2017 18:21:06 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Message-ID: Le 04/01/2017 ? 15:47, Alex Hall a ?crit : > > > On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance > wrote: > > > Le 04/01/2017 ? 15:10, Alex Hall a ?crit : >> Okay, searching users is the problem? I'm not sure, but what >> about an overlay that conditionally shows that part of page >> templates? You could create a group to which you'd assign any >> user you don't want viewing other users, then find the element >> that displays the user search and add a condition to return >> nothing if the user belongs to that group? > Yes, this is a part of the problem. The second, but not important, > it's just for the look&feel, the ability to custom "Rt at a > glance" by user groups. > > For the first, I don't known how I can do " then find the element > that displays the user search and add a condition to return > nothing if the user belongs to that group" > > In one template, I was able to find this snippet to get the user object: > my $user = $session{'CurrentUser'}->UserObj; > > From there, I imagine you could check if the user is a member of a > certain group. Then "return 0" or something like that to stop the > element from loading. My Perl skills aren't worthy of being called > skills in any way, and I've never tried something quite like this, but > it's my first thought. Sorry I can't help more; hopefully a more > experienced user has a much simpler solution for you. :) Do you know if the menu search come from : rt/share/html/Dashboards/Elements/* ? Or from another file ? I don't find documentation about these files and what are they doing :( Thanks > >> >> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance > > wrote: >> >> >> Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >>> Can you describe your setup more? I'm not sure why >>> unprivileged users would need access to all queue tickets, >>> or why each user would have their own queue? As I understand >>> it, unprivileged users are end users (i.e. customers, those >>> who don't work for your organization). Thus, they shouldn't >>> be able to access an entire queue, only tickets they open. >>> Make them privileged, and restrict their rights by adding >>> them to a certain group, and your life may be a lot easier. >> Yes! In the begining, that's what I tried to do. Restrict >> privilieged users. But I didn't find how restrict the access >> to the SearchUser. >> >> A member of a queue can search and view all users. >> >> In my setup, a queue and group, are dedicated to a customer. >> >> A customer should not be able to fetch other informations >> that are not inside of their queue. Thus, not be able to >> search all user in RT database.. >> >> Maybe, it's possible to limit the search function to their >> queue or desactivate the access to the menu search. Do you >> know about that ? >> >> Thanks, >>> >>> For example, you might have a group called "basic users" to >>> which you'd add the users you currently consider >>> unprivileged. That group would have only a few rights, but >>> since its members would be privileged, you wouldn't run into >>> RT's built-in restrictions. >>> >>> As to one queue per user, that would quickly get hard to >>> manage. Queues are for organizing tickets and users. Sure, a >>> queue may have just one user, but each user shouldn't have >>> their own queue. Trying to keep track of the rights of such >>> a setup would be a nightmare, assuming you have a good >>> amount of users. As an example, we have queues for >>> technology, warehouse, customer service, and other divisions >>> within the company. Some queues have a lot of people, some >>> have a few, butthey are all logical groupings of tasks. If I >>> made a new queue for every user, I'd have dozens of them, >>> and tickets would be all over the place! Plus, there's email >>> to consider; if you want to accept incoming emails for >>> ticket replies, you have to make a new Fetchmail or Postfix >>> entry for every single user/queue you have. >>> >>> I hope this makes some sense. As I said, a lot of this >>> depends on your usage pattern and setup concept. If you can >>> explain that to us more, we might be able to help better. >>> >>> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance >>> > wrote: >>> >>> Hello, >>> >>> You right, this rights isn't checked. >>> >>> But I can't view all tickets in selfservice anymore. >>> >>> I verify the same rights in : >>> >>> Admin > Queue, "select the queue name" and Group >>> Rights, select and grant "unprivileged users" to >>> Seequeue & Showtickets >>> >>> In the same section: >>> >>> grant group "compagny name" to Seequeue & Showtickets >>> >>> >>> But no effect. >>> >>> I try to add a user to watchers 'CC', and grant watchers >>> 'CC' to Seequeue & Showtickets but no effect too :( >>> >>> Another ideas ? >>> >>> Thanks, >>> >>> F?lix. >>> >>> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >>>> Have you granted the rights? In Admin > Global > Group >>>> Rights, select the "unprivileged users" tab, then grant >>>> "view queue". That should help, though our setup is >>>> quite different so I can't verify it. >>>> >>>> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >>>> > wrote: >>>> >>>> Hi all, >>>> >>>> I don't find how I could add ShowTickets or >>>> QueueList in SelfService. >>>> >>>> I want to allow my unprivileged users, grouped by >>>> company name, to see all tickets in their queue. >>>> >>>> The group rights on the queue is correctly defined >>>> and users could access to the tickets by entring >>>> the ticket number in the "goto Ticket" field (top >>>> right in SelfService). >>>> >>>> I have tried to play with CustomRole but it's not >>>> working for me. So anybody known how I can do it? >>>> >>>> Thank you, >>>> >>>> -- >>>> F?lix Defrance >>>> PGP: 0x0F04DC57 >>>> >>>> >>>> >>>> >>>> -- >>>> Alex Hall >>>> Automatic Distributors, IT department >>>> ahall at autodist.com >>> >>> -- >>> F?lix Defrance >>> PGP: 0x0F04DC57 >>> >>> >>> >>> >>> -- >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Jan 4 12:31:13 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 12:31:13 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Message-ID: I'm honestly not sure which file you want, but my guess is share/html/Elements/Tabs. In that file is a line that goes something like: $search->child( users ... If you wrap that bit in a conditional, checking that the active user is not a member of the group as I said in a previous message, that should do the job. On Wed, Jan 4, 2017 at 12:21 PM, Felix Defrance wrote: > > > Le 04/01/2017 ? 15:47, Alex Hall a ?crit : > > > > On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance wrote: > >> >> Le 04/01/2017 ? 15:10, Alex Hall a ?crit : >> >> Okay, searching users is the problem? I'm not sure, but what about an >> overlay that conditionally shows that part of page templates? You could >> create a group to which you'd assign any user you don't want viewing other >> users, then find the element that displays the user search and add a >> condition to return nothing if the user belongs to that group? >> >> Yes, this is a part of the problem. The second, but not important, it's >> just for the look&feel, the ability to custom "Rt at a glance" by user >> groups. >> >> For the first, I don't known how I can do " then find the element that >> displays the user search and add a condition to return nothing if the user >> belongs to that group" >> >> In one template, I was able to find this snippet to get the user object: > my $user = $session{'CurrentUser'}->UserObj; > > From there, I imagine you could check if the user is a member of a certain > group. Then "return 0" or something like that to stop the element from > loading. My Perl skills aren't worthy of being called skills in any way, > and I've never tried something quite like this, but it's my first thought. > Sorry I can't help more; hopefully a more experienced user has a much > simpler solution for you. :) > > > Do you know if the menu search come from : rt/share/html/Dashboards/Elements/* > ? Or from another file ? > > I don't find documentation about these files and what are they doing :( > > Thanks > > >> >> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: >> >>> >>> Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >>> >>> Can you describe your setup more? I'm not sure why unprivileged users >>> would need access to all queue tickets, or why each user would have their >>> own queue? As I understand it, unprivileged users are end users (i.e. >>> customers, those who don't work for your organization). Thus, they >>> shouldn't be able to access an entire queue, only tickets they open. Make >>> them privileged, and restrict their rights by adding them to a certain >>> group, and your life may be a lot easier. >>> >>> Yes! In the begining, that's what I tried to do. Restrict privilieged >>> users. But I didn't find how restrict the access to the SearchUser. >>> >>> A member of a queue can search and view all users. >>> >>> In my setup, a queue and group, are dedicated to a customer. >>> >>> A customer should not be able to fetch other informations that are not >>> inside of their queue. Thus, not be able to search all user in RT database.. >>> >>> Maybe, it's possible to limit the search function to their queue or >>> desactivate the access to the menu search. Do you know about that ? >>> >>> Thanks, >>> >>> >>> For example, you might have a group called "basic users" to which you'd >>> add the users you currently consider unprivileged. That group would have >>> only a few rights, but since its members would be privileged, you wouldn't >>> run into RT's built-in restrictions. >>> >>> As to one queue per user, that would quickly get hard to manage. Queues >>> are for organizing tickets and users. Sure, a queue may have just one user, >>> but each user shouldn't have their own queue. Trying to keep track of the >>> rights of such a setup would be a nightmare, assuming you have a good >>> amount of users. As an example, we have queues for technology, warehouse, >>> customer service, and other divisions within the company. Some queues have >>> a lot of people, some have a few, butthey are all logical groupings of >>> tasks. If I made a new queue for every user, I'd have dozens of them, and >>> tickets would be all over the place! Plus, there's email to consider; if >>> you want to accept incoming emails for ticket replies, you have to make a >>> new Fetchmail or Postfix entry for every single user/queue you have. >>> >>> I hope this makes some sense. As I said, a lot of this depends on your >>> usage pattern and setup concept. If you can explain that to us more, we >>> might be able to help better. >>> >>> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance >>> wrote: >>> >>>> Hello, >>>> >>>> You right, this rights isn't checked. >>>> >>>> But I can't view all tickets in selfservice anymore. >>>> >>>> I verify the same rights in : >>>> >>>> Admin > Queue, "select the queue name" and Group Rights, select and >>>> grant "unprivileged users" to Seequeue & Showtickets >>>> >>>> In the same section: >>>> >>>> grant group "compagny name" to Seequeue & Showtickets >>>> >>>> >>>> But no effect. >>>> >>>> I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue >>>> & Showtickets but no effect too :( >>>> >>>> Another ideas ? >>>> >>>> Thanks, >>>> >>>> F?lix. >>>> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >>>> >>>> Have you granted the rights? In Admin > Global > Group Rights, select >>>> the "unprivileged users" tab, then grant "view queue". That should help, >>>> though our setup is quite different so I can't verify it. >>>> >>>> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >>>> wrote: >>>> >>>>> Hi all, >>>>> >>>>> I don't find how I could add ShowTickets or QueueList in SelfService. >>>>> >>>>> I want to allow my unprivileged users, grouped by company name, to see >>>>> all tickets in their queue. >>>>> >>>>> The group rights on the queue is correctly defined and users could >>>>> access to the tickets by entring the ticket number in the "goto Ticket" >>>>> field (top right in SelfService). >>>>> >>>>> I have tried to play with CustomRole but it's not working for me. So >>>>> anybody known how I can do it? >>>>> Thank you, >>>>> >>>>> -- >>>>> F?lix Defrance >>>>> PGP: 0x0F04DC57 >>>>> >>>>> >>>> >>>> >>>> -- >>>> Alex Hall >>>> Automatic Distributors, IT department >>>> ahall at autodist.com >>>> >>>> >>>> -- >>>> F?lix Defrance >>>> PGP: 0x0F04DC57 >>>> >>>> >>> >>> >>> -- >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >>> >>> >>> -- >>> F?lix Defrance >>> PGP: 0x0F04DC57 >>> >>> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From vaclav.ovsik at i.cz Wed Jan 4 12:48:20 2017 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Wed, 4 Jan 2017 18:48:20 +0100 Subject: [rt-users] RT 4.4.1 and transaction isolation level on Postgres In-Reply-To: <20170104045011.2b085b82@thraddash.chmrr.net> References: <20170102161229.4xgluxvxiyslm3fk@bobek.localdomain> <20170102201015.0d8266e1@thraddash.chmrr.net> <20170103160647.6dxyqnzdao53bucg@bobek.localdomain> <20170104045011.2b085b82@thraddash.chmrr.net> Message-ID: <20170104174820.acqkbxqw2tu4fej7@bobek.localdomain> On Wed, Jan 04, 2017 at 04:50:11AM -0800, Alex Vandiver wrote: >... > MySQL suffers from the exact same problem -- but, as it happens, > both more silently and more catastrophically. See > https://github.com/bestpractical/rt/commit/e36364c5 Eh. I'm glad I did transition from Mysql to Postgres years ago :). > > I can change isolation level in postgresql.conf to 'repeatable read' > > and things are different. > > I advise against doing that. Upon inspection, RT is not prepared to > deal with the "could not serialize access due to concurrent update" > errors that arise from updates to rows in multiple transactions in > Postgres' repeatable-read isolation. OK, thanks! > Repeatable-read is only possible in MySQL because it has a fascinating > definition of "repeatable": > ... > > Should I change the default isolation level on Postgres for RT to > > 'repeatable read'? > > No. You should try the 4.4/previewscrips-race branch, which I've just > pushed: > > https://github.com/bestpractical/rt/compare/4.4-trunk...4.4/previewscrips-race > > The gory details are contained in the commits therein. You have my respect! Wonderful job. I tried your changes on my test instance first. The problem is solved I think. I installed changes to production instance too. Thanks for your time and effort! -- Zito From ahall at autodist.com Wed Jan 4 12:48:52 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 4 Jan 2017 12:48:52 -0500 Subject: [rt-users] Ticket owner in database set to "no owner shown in search results" In-Reply-To: References: Message-ID: While this is still a mystery, please disregard the below email. I was reading the columns wrong and mistook the subject for the owner. The owner is actually set properly, yet this and another ticket come up if you search for tickets whose owner is 'nobody'. Odd, but not quite as odd as I had in the below message. On Wed, Jan 4, 2017 at 12:18 PM, Alex Hall wrote: > Hi all, > A while ago I was asking why owners don't always show in search results. I > just had a look at one such ticket in the database: > > select * from Tickets where id = 527; > > The "Owner" column is set to the value "no owner shown in search results". > I don't know how it got that way, or what it means. More puzzling still, if > I open the ticket in the web UI, the owner is correct. Yet, this ticket > shows up if I search for tickets in the UI with "Owner='nobody'". Somehow, > RT knows the owner, but in the Tickets table has it set to this odd value > I've never seen. What would cause this and, more importantly, how do I stop > it from happening? > > We have a script set up to make the requestor the owner automatically, but > that's working (I got it straight from the Wiki). This means that users > aren't manually adding themselves as owners, they're relying on the script > to do it for them when the ticket is created. Yet, sometimes, we get a > ticket like the one described above--no owner in the database or searches, > but an owner when you view the actual ticket. Any thoughts as to how to fix > this, and how RT knows the owner? Is it substituting the creator somehow? > I'm very confused! Thanks for any suggestions. > > -- > 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 martin.wheldon at greenhills-it.co.uk Wed Jan 4 15:53:09 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 04 Jan 2017 20:53:09 +0000 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Message-ID: Hi, If you are looking at modifying menus then the following will help. https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus Best Regards Martin On 2017-01-04 17:31, Alex Hall wrote: > I'm honestly not sure which file you want, but my guess is > share/html/Elements/Tabs. In that file is a line that goes something > like: > > $search->child( users ... > > If you wrap that bit in a conditional, checking that the active user > is not a member of the group as I said in a previous message, that > should do the job. > > On Wed, Jan 4, 2017 at 12:21 PM, Felix Defrance > wrote: > >> Le 04/01/2017 ? 15:47, Alex Hall a ?crit : >> >> On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance >> wrote: >> >> Le 04/01/2017 ? 15:10, Alex Hall a ?crit : >> >> Okay, searching users is the problem? I'm not sure, but what about >> an overlay that conditionally shows that part of page templates? You >> could create a group to which you'd assign any user you don't want >> viewing other users, then find the element that displays the user >> search and add a condition to return nothing if the user belongs to >> that group? >> Yes, this is a part of the problem. The second, but not important, >> it's just for the look&feel, the ability to custom "Rt at a glance" >> by user groups. >> >> For the first, I don't known how I can do " then find the element >> that displays the user search and add a condition to return nothing >> if the user belongs to that group" > > In one template, I was able to find this snippet to get the user > object: > > my $user = $session{'CurrentUser'}->UserObj; > > From there, I imagine you could check if the user is a member of a > certain group. Then "return 0" or something like that to stop the > element from loading. My Perl skills aren't worthy of being called > skills in any way, and I've never tried something quite like this, but > it's my first thought. Sorry I can't help more; hopefully a more > experienced user has a much simpler solution for you. :) > > Do you know if the menu search come from : > rt/share/html/Dashboards/Elements/* ? Or from another file ? > > I don't find documentation about these files and what are they doing > :( > > Thanks > >> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance >> wrote: >> >> Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >> >> Can you describe your setup more? I'm not sure why unprivileged >> users would need access to all queue tickets, or why each user would >> have their own queue? As I understand it, unprivileged users are end >> users (i.e. customers, those who don't work for your organization). >> Thus, they shouldn't be able to access an entire queue, only tickets >> they open. Make them privileged, and restrict their rights by adding >> them to a certain group, and your life may be a lot easier. >> Yes! In the begining, that's what I tried to do. Restrict >> privilieged users. But I didn't find how restrict the access to the >> SearchUser. >> >> A member of a queue can search and view all users. >> >> In my setup, a queue and group, are dedicated to a customer. >> >> A customer should not be able to fetch other informations that are >> not inside of their queue. Thus, not be able to search all user in >> RT database.. >> >> Maybe, it's possible to limit the search function to their queue or >> desactivate the access to the menu search. Do you know about that ? >> >> Thanks, >> >> For example, you might have a group called "basic users" to which >> you'd add the users you currently consider unprivileged. That group >> would have only a few rights, but since its members would be >> privileged, you wouldn't run into RT's built-in restrictions. >> >> As to one queue per user, that would quickly get hard to manage. >> Queues are for organizing tickets and users. Sure, a queue may have >> just one user, but each user shouldn't have their own queue. Trying >> to keep track of the rights of such a setup would be a nightmare, >> assuming you have a good amount of users. As an example, we have >> queues for technology, warehouse, customer service, and other >> divisions within the company. Some queues have a lot of people, some >> have a few, butthey are all logical groupings of tasks. If I made a >> new queue for every user, I'd have dozens of them, and tickets would >> be all over the place! Plus, there's email to consider; if you want >> to accept incoming emails for ticket replies, you have to make a new >> Fetchmail or Postfix entry for every single user/queue you have. >> >> I hope this makes some sense. As I said, a lot of this depends on >> your usage pattern and setup concept. If you can explain that to us >> more, we might be able to help better. >> >> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance >> wrote: >> >> Hello, >> >> You right, this rights isn't checked. >> >> But I can't view all tickets in selfservice anymore. >> >> I verify the same rights in : >> >> Admin > Queue, "select the queue name" and Group Rights, select >> and grant "unprivileged users" to Seequeue & Showtickets >> >> In the same section: >> >> grant group "compagny name" to Seequeue & Showtickets >> >> But no effect. >> >> I try to add a user to watchers 'CC', and grant watchers 'CC' to >> Seequeue & Showtickets but no effect too :( >> >> Another ideas ? >> >> Thanks, >> >> F?lix. >> >> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >> >> Have you granted the rights? In Admin > Global > Group Rights, >> select the "unprivileged users" tab, then grant "view queue". That >> should help, though our setup is quite different so I can't verify >> it. >> >> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >> wrote: >> >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in >> SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to >> see all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could >> access to the tickets by entring the ticket number in the "goto >> Ticket" field (top right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? >> Thank you, >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From bchambers at ambertech.com.au Wed Jan 4 23:24:54 2017 From: bchambers at ambertech.com.au (Brett Chambers) Date: Thu, 5 Jan 2017 15:24:54 +1100 Subject: [rt-users] Self Service interface - can't download attachments for Articles or Assets Message-ID: <011501d2670b$aa492ff0$fedb8fd0$@ambertech.com.au> Hi Everyone, I've configured custom fields of the type 'Upload multiple files' for Assets and Articles. If my users are Privileged, they can see and download the contents of the 'Upload multiple files' custom fields with no problems. However, if my users are Unprivileged (i.e. using the Self Service interface), they can see the attached files, however they can't download them. Clicking on the file links take you back to the self-service home page, and a right click, Save Target As doesn't work either. I've tried changing global permissions for Unprivileged users, the custom fields, etc, however haven't had any success. Running RT 4.2.12. I notice that there are significant improvements to the file upload code in RT 4.4.x, however I haven't seen anything that explicitly relates to the above issue. Has anyone else seen this behaviour or know what I'm doing wrong? Cheers, Brett -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at chmrr.net Thu Jan 5 00:54:00 2017 From: alex at chmrr.net (Alex Vandiver) Date: Wed, 4 Jan 2017 21:54:00 -0800 Subject: [rt-users] Where to put crontool scripts? In-Reply-To: References: Message-ID: <20170104215400.346aeeb5@thraddash.chmrr.net> On Wed, 4 Jan 2017 11:13:38 -0500 Alex Hall wrote: > I'm considering putting them in /opt/rt4/etc, maybe in a "crontool-scripts" > folder, but I don't know what RT upgrades might do to that. RT upgrades won't remove any extra files you have lying around. - Alex From patrick.schoenenberg at web.de Thu Jan 5 03:30:56 2017 From: patrick.schoenenberg at web.de (patrick.schoenenberg at web.de) Date: Thu, 5 Jan 2017 09:30:56 +0100 Subject: [rt-users] How to create a new RoleGroup? In-Reply-To: References: , Message-ID: Hi, I finally found the problem. Some Upgrade-Script deleted the "AdminCc, Cc, Owner, Requestor"-entries in the column 'name' in the table?group. Column updated (the correct entries are also in the column type) and it works. Greetings Patrick ? ? Gesendet:?Mittwoch, 04. Januar 2017 um 15:41 Uhr Von:?"Matt Zagrabelny" An:?patrick.schoenenberg at web.de Cc:?rt-users Betreff:?Re: [rt-users] How to create a new RoleGroup? On Wed, Jan 4, 2017 at 8:30 AM, wrote: > I logged into RT as an admin: > -> Admin -> Queues -> Select Queue -> Watchers > > Then: > - New Watcher -> Find NAME -> Choose Option "AdminCc" --> Save Changes > ERROR: Role group 'AdminCc' not found I just ran a quick test and it works for me with 4.2.11. > The Debug-Log says: > > "[7814] [Wed Jan 4 14:28:00 2017] [warning]: Use of uninitialized value in > join or string at /usr/share/perl5/DBIx/SearchBuilder.pm line 1087, > line 1662. (/usr/share/perl5/DBIx/SearchBuilder.pm:1087) > [7814] [Wed Jan 4 14:28:00 2017] [warning]: DBD::Pg::st execute failed: > FEHLER: Syntaxfehler bei ??)?? > LINE 1: ...nt(main.id) FROM GroupMembers main WHERE (main.GroupId = ) > ^ at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586, line 1662. > (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:586) Looking at the above SQL error it looks lie there is no main.GroupId in the query. The formatting of the email causes the caret (^) indicator to not point at the right error. What would cause the GroupId to be scrubbed? Do you have some custom JS or any Overlays or Callbacks that would interfere? -m From felix at d2france.fr Thu Jan 5 04:55:49 2017 From: felix at d2france.fr (Felix Defrance) Date: Thu, 5 Jan 2017 10:55:49 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: <7a59c3fb-bc59-c3b5-ff29-6e04c07ec3a0@d2france.fr> Message-ID: <30ef4613-7cdb-7b7a-e74a-2be0146fe432@d2france.fr> Thanks for your answers. Before work on overlay to custom my rt setup, i have a question. Privileged users have a rights to search in all RT database. But in my setup, some users are customers and they are grouping in RT groups called by their compagny name. On the queues (called by compagny name too), the rights are applied by using groups. So, why they are able to search in all queues. I supposed they are restricted to search just on their queue. Thus, is it a mistake in my setup or RT have a security issue ? Is it possible to limit the search instead of hide the search menu ? Thanks, F?lix Le 04/01/2017 ? 21:53, Martin Wheldon a ?crit : > Hi, > > If you are looking at modifying menus then the following will help. > > > https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus > > Best Regards > > Martin > > On 2017-01-04 17:31, Alex Hall wrote: >> I'm honestly not sure which file you want, but my guess is >> share/html/Elements/Tabs. In that file is a line that goes something >> like: >> >> $search->child( users ... >> >> If you wrap that bit in a conditional, checking that the active user >> is not a member of the group as I said in a previous message, that >> should do the job. >> >> On Wed, Jan 4, 2017 at 12:21 PM, Felix Defrance >> wrote: >> >>> Le 04/01/2017 ? 15:47, Alex Hall a ?crit : >>> >>> On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance >>> wrote: >>> >>> Le 04/01/2017 ? 15:10, Alex Hall a ?crit : >>> >>> Okay, searching users is the problem? I'm not sure, but what about >>> an overlay that conditionally shows that part of page templates? You >>> could create a group to which you'd assign any user you don't want >>> viewing other users, then find the element that displays the user >>> search and add a condition to return nothing if the user belongs to >>> that group? >>> Yes, this is a part of the problem. The second, but not important, >>> it's just for the look&feel, the ability to custom "Rt at a glance" >>> by user groups. >>> >>> For the first, I don't known how I can do " then find the element >>> that displays the user search and add a condition to return nothing >>> if the user belongs to that group" >> >> In one template, I was able to find this snippet to get the user >> object: >> >> my $user = $session{'CurrentUser'}->UserObj; >> >> From there, I imagine you could check if the user is a member of a >> certain group. Then "return 0" or something like that to stop the >> element from loading. My Perl skills aren't worthy of being called >> skills in any way, and I've never tried something quite like this, but >> it's my first thought. Sorry I can't help more; hopefully a more >> experienced user has a much simpler solution for you. :) >> >> Do you know if the menu search come from : >> rt/share/html/Dashboards/Elements/* ? Or from another file ? >> >> I don't find documentation about these files and what are they doing >> :( >> >> Thanks >> >>> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance >>> wrote: >>> >>> Le 04/01/2017 ? 14:02, Alex Hall a ?crit : >>> >>> Can you describe your setup more? I'm not sure why unprivileged >>> users would need access to all queue tickets, or why each user would >>> have their own queue? As I understand it, unprivileged users are end >>> users (i.e. customers, those who don't work for your organization). >>> Thus, they shouldn't be able to access an entire queue, only tickets >>> they open. Make them privileged, and restrict their rights by adding >>> them to a certain group, and your life may be a lot easier. >>> Yes! In the begining, that's what I tried to do. Restrict >>> privilieged users. But I didn't find how restrict the access to the >>> SearchUser. >>> >>> A member of a queue can search and view all users. >>> >>> In my setup, a queue and group, are dedicated to a customer. >>> >>> A customer should not be able to fetch other informations that are >>> not inside of their queue. Thus, not be able to search all user in >>> RT database.. >>> >>> Maybe, it's possible to limit the search function to their queue or >>> desactivate the access to the menu search. Do you know about that ? >>> >>> Thanks, >>> >>> For example, you might have a group called "basic users" to which >>> you'd add the users you currently consider unprivileged. That group >>> would have only a few rights, but since its members would be >>> privileged, you wouldn't run into RT's built-in restrictions. >>> >>> As to one queue per user, that would quickly get hard to manage. >>> Queues are for organizing tickets and users. Sure, a queue may have >>> just one user, but each user shouldn't have their own queue. Trying >>> to keep track of the rights of such a setup would be a nightmare, >>> assuming you have a good amount of users. As an example, we have >>> queues for technology, warehouse, customer service, and other >>> divisions within the company. Some queues have a lot of people, some >>> have a few, butthey are all logical groupings of tasks. If I made a >>> new queue for every user, I'd have dozens of them, and tickets would >>> be all over the place! Plus, there's email to consider; if you want >>> to accept incoming emails for ticket replies, you have to make a new >>> Fetchmail or Postfix entry for every single user/queue you have. >>> >>> I hope this makes some sense. As I said, a lot of this depends on >>> your usage pattern and setup concept. If you can explain that to us >>> more, we might be able to help better. >>> >>> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance >>> wrote: >>> >>> Hello, >>> >>> You right, this rights isn't checked. >>> >>> But I can't view all tickets in selfservice anymore. >>> >>> I verify the same rights in : >>> >>> Admin > Queue, "select the queue name" and Group Rights, select >>> and grant "unprivileged users" to Seequeue & Showtickets >>> >>> In the same section: >>> >>> grant group "compagny name" to Seequeue & Showtickets >>> >>> But no effect. >>> >>> I try to add a user to watchers 'CC', and grant watchers 'CC' to >>> Seequeue & Showtickets but no effect too :( >>> >>> Another ideas ? >>> >>> Thanks, >>> >>> F?lix. >>> >>> Le 03/01/2017 ? 18:39, Alex Hall a ?crit : >>> >>> Have you granted the rights? In Admin > Global > Group Rights, >>> select the "unprivileged users" tab, then grant "view queue". That >>> should help, though our setup is quite different so I can't verify >>> it. >>> >>> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >>> wrote: >>> >>> Hi all, >>> >>> I don't find how I could add ShowTickets or QueueList in >>> SelfService. >>> >>> I want to allow my unprivileged users, grouped by company name, to >>> see all tickets in their queue. >>> >>> The group rights on the queue is correctly defined and users could >>> access to the tickets by entring the ticket number in the "goto >>> Ticket" field (top right in SelfService). >>> >>> I have tried to play with CustomRole but it's not working for me. So >>> anybody known how I can do it? >>> Thank you, >>> >>> -- >>> F?lix Defrance >>> PGP: 0x0F04DC57 >>> >>> -- >>> >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> -- >> F?lix Defrance >> PGP: 0x0F04DC57 >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From phanousk at civ.zcu.cz Thu Jan 5 04:53:49 2017 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Thu, 5 Jan 2017 10:53:49 +0100 Subject: [rt-users] no alert for invalid mail addresses Message-ID: <16809a73-85c5-a03a-2d05-e11c0bd70057@civ.zcu.cz> Hi geeks, sometimes someone here mistypes the mail address of Requestor or CC. The typos in addresses are various, my question is about the really obvious ones. Like if you put to CC an address "a at b". Is there any mechanism in RT to detect such mistakes and say something at least? Or can I have a feature request for this? :) If you try this in Gmail or Thunderbird, an error is raised and the message is not sent. 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 ahall at autodist.com Thu Jan 5 05:25:14 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 05:25:14 -0500 Subject: [rt-users] Where to put crontool scripts? In-Reply-To: <20170104215400.346aeeb5@thraddash.chmrr.net> References: <20170104215400.346aeeb5@thraddash.chmrr.net> Message-ID: <82CB1CD6-7755-4A73-AA46-0C3F188B52F1@autodist.com> Thanks for the thoughts, everyone. I think we'll keep them under local, in their own folder. Good to know upgrading won't touch anything. Sent from my iPhone > On Jan 5, 2017, at 00:54, Alex Vandiver wrote: > > On Wed, 4 Jan 2017 11:13:38 -0500 > Alex Hall wrote: >> I'm considering putting them in /opt/rt4/etc, maybe in a "crontool-scripts" >> folder, but I don't know what RT upgrades might do to that. > > RT upgrades won't remove any extra files you have lying around. > - Alex From martin.wheldon at greenhills-it.co.uk Thu Jan 5 06:08:13 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Thu, 05 Jan 2017 11:08:13 +0000 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: Hi F?lix, I've just tried to configure this on a RT 4.4.1 install using a custom role and it seems to work fine. Here is the process I carried out. I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue. I created a new custom role, then assigned it to the queue. Next I added the users to the custom role. (Done on the queue, watchers tab) The I added the SeeQueue and ShowTickets permissions to the custom role on the queue. Now when I login as either of the users I see all the tickets in that queue owner by those users. Hope that helps Best Regards Martin On 2017-01-04 08:45, Emmanuel Lacour wrote: > Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : > >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in >> SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to >> see all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could >> access to the tickets by entring the ticket number in the "goto >> Ticket" field (top right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? > > SelfService filters ticket list to tickets the user is watcher on > (requestor or Cc). This is hard coded in > share/html/SelfService/Elements/MyRequests: > > my $id = $session{'CurrentUser'}->id; > my $Query = "( Watcher.id = $id )"; > > if ($status) { > $status =~ s/(['\\])/\\$1/g; > $Query .= " AND Status = '$status'"; > } > > so if you wan't to relax this to all tickets users have ShowTicket > rights, you have to modify this query ;) > > But I strongly discourage (unless really needed) to setup an RT > instance with one queue per customer, best to think queues per > internal support team and play with customroles/groups or customfields > to set the customer. From ahall at autodist.com Thu Jan 5 06:22:33 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 06:22:33 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: References: Message-ID: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> Martin's suggestion makes sense, but I thought Felix was trying to restrict user search, not ticket search? That is, he doesn't want users to be able to search (and thus view the names of) all users? It's quite early here, so my brain may still be muttled and I could be wrong. Sent from my iPhone > On Jan 5, 2017, at 06:08, Martin Wheldon wrote: > > Hi F?lix, > > I've just tried to configure this on a RT 4.4.1 install using a custom role and it seems to work fine. > Here is the process I carried out. > > I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue. > I created a new custom role, then assigned it to the queue. Next I added the users to the custom role. (Done on the queue, watchers tab) > The I added the SeeQueue and ShowTickets permissions to the custom role on the queue. > > Now when I login as either of the users I see all the tickets in that queue owner by those users. > > Hope that helps > > Best Regards > > Martin > >> On 2017-01-04 08:45, Emmanuel Lacour wrote: >>> Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : >>> Hi all, >>> I don't find how I could add ShowTickets or QueueList in >>> SelfService. >>> I want to allow my unprivileged users, grouped by company name, to >>> see all tickets in their queue. >>> The group rights on the queue is correctly defined and users could >>> access to the tickets by entring the ticket number in the "goto >>> Ticket" field (top right in SelfService). >>> I have tried to play with CustomRole but it's not working for me. So >>> anybody known how I can do it? >> SelfService filters ticket list to tickets the user is watcher on >> (requestor or Cc). This is hard coded in >> share/html/SelfService/Elements/MyRequests: >> my $id = $session{'CurrentUser'}->id; >> my $Query = "( Watcher.id = $id )"; >> if ($status) { >> $status =~ s/(['\\])/\\$1/g; >> $Query .= " AND Status = '$status'"; >> } >> so if you wan't to relax this to all tickets users have ShowTicket >> rights, you have to modify this query ;) >> But I strongly discourage (unless really needed) to setup an RT >> instance with one queue per customer, best to think queues per >> internal support team and play with customroles/groups or customfields >> to set the customer. From felix at d2france.fr Thu Jan 5 09:26:59 2017 From: felix at d2france.fr (Felix Defrance) Date: Thu, 5 Jan 2017 15:26:59 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> References: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> Message-ID: <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> Le 05/01/2017 ? 12:22, Alex Hall a ?crit : > Martin's suggestion makes sense, but I thought Felix was trying to restrict user search, not ticket search? That is, he doesn't want users to be able to search (and thus view the names of) all users? It's quite early here, so my brain may still be muttled and I could be wrong. Alex, after I see it was possible to display any tickets via the search module, I want to restrict this too. > > Sent from my iPhone > >> On Jan 5, 2017, at 06:08, Martin Wheldon wrote: >> >> Hi F?lix, >> >> I've just tried to configure this on a RT 4.4.1 install using a custom role and it seems to work fine. >> Here is the process I carried out. >> >> I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue. >> I created a new custom role, then assigned it to the queue. Next I added the users to the custom role. (Done on the queue, watchers tab) >> The I added the SeeQueue and ShowTickets permissions to the custom role on the queue. >> >> Now when I login as either of the users I see all the tickets in that queue owner by those users. In this case, unprivileged users via (SelfService of course), just see their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in foobar". In Tickets, I just see "Open tickets" and "Closed Tickets". In both pages, I just see tickets that users declarated as requestor. The custom role not provide an access to see all ticket in the queue (as elacour told to us). Now I understand the goal of the roles, maybe it's possible to automaticaly add custom role as a watcher to the right queue on all existing tickets and the futur new ticket. Do you think it's possible ? Thx >> >> Hope that helps >> >> Best Regards >> >> Martin >> >>> On 2017-01-04 08:45, Emmanuel Lacour wrote: >>>> Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : >>>> Hi all, >>>> I don't find how I could add ShowTickets or QueueList in >>>> SelfService. >>>> I want to allow my unprivileged users, grouped by company name, to >>>> see all tickets in their queue. >>>> The group rights on the queue is correctly defined and users could >>>> access to the tickets by entring the ticket number in the "goto >>>> Ticket" field (top right in SelfService). >>>> I have tried to play with CustomRole but it's not working for me. So >>>> anybody known how I can do it? >>> SelfService filters ticket list to tickets the user is watcher on >>> (requestor or Cc). This is hard coded in >>> share/html/SelfService/Elements/MyRequests: >>> my $id = $session{'CurrentUser'}->id; >>> my $Query = "( Watcher.id = $id )"; >>> if ($status) { >>> $status =~ s/(['\\])/\\$1/g; >>> $Query .= " AND Status = '$status'"; >>> } >>> so if you wan't to relax this to all tickets users have ShowTicket >>> rights, you have to modify this query ;) >>> But I strongly discourage (unless really needed) to setup an RT >>> instance with one queue per customer, best to think queues per >>> internal support team and play with customroles/groups or customfields >>> to set the customer. -- F?lix Defrance PGP: 0x0F04DC57 From ahall at autodist.com Thu Jan 5 09:59:20 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 09:59:20 -0500 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> References: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> Message-ID: Ah, got it. If you want to restrict users from seeing the user search option, and from searching tickets, it seems like both Martin's and my emails will do it. The only potential problem I see with mine is that one could still type in a username, though queue/group restrictions should still stop tickets involving that user from appearing. On Thu, Jan 5, 2017 at 9:26 AM, Felix Defrance wrote: > > > Le 05/01/2017 ? 12:22, Alex Hall a ?crit : > > Martin's suggestion makes sense, but I thought Felix was trying to > restrict user search, not ticket search? That is, he doesn't want users to > be able to search (and thus view the names of) all users? It's quite early > here, so my brain may still be muttled and I could be wrong. > Alex, after I see it was possible to display any tickets via the search > module, I want to restrict this too. > > > > > Sent from my iPhone > > > >> On Jan 5, 2017, at 06:08, Martin Wheldon co.uk> wrote: > >> > >> Hi F?lix, > >> > >> I've just tried to configure this on a RT 4.4.1 install using a custom > role and it seems to work fine. > >> Here is the process I carried out. > >> > >> I've got 2 unprivileged users with a single queue, each being the owner > of multiple tickets in that queue. > >> I created a new custom role, then assigned it to the queue. Next I > added the users to the custom role. (Done on the queue, watchers tab) > >> The I added the SeeQueue and ShowTickets permissions to the custom role > on the queue. > >> > >> Now when I login as either of the users I see all the tickets in that > queue owner by those users. > In this case, unprivileged users via (SelfService of course), just see > their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in > foobar". > > In Tickets, I just see "Open tickets" and "Closed Tickets". In both > pages, I just see tickets that users declarated as requestor. > > The custom role not provide an access to see all ticket in the queue (as > elacour told to us). > > Now I understand the goal of the roles, maybe it's possible to > automaticaly add custom role as a watcher to the right queue on all > existing tickets and the futur new ticket. > > Do you think it's possible ? > > Thx > > >> > >> Hope that helps > >> > >> Best Regards > >> > >> Martin > >> > >>> On 2017-01-04 08:45, Emmanuel Lacour wrote: > >>>> Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : > >>>> Hi all, > >>>> I don't find how I could add ShowTickets or QueueList in > >>>> SelfService. > >>>> I want to allow my unprivileged users, grouped by company name, to > >>>> see all tickets in their queue. > >>>> The group rights on the queue is correctly defined and users could > >>>> access to the tickets by entring the ticket number in the "goto > >>>> Ticket" field (top right in SelfService). > >>>> I have tried to play with CustomRole but it's not working for me. So > >>>> anybody known how I can do it? > >>> SelfService filters ticket list to tickets the user is watcher on > >>> (requestor or Cc). This is hard coded in > >>> share/html/SelfService/Elements/MyRequests: > >>> my $id = $session{'CurrentUser'}->id; > >>> my $Query = "( Watcher.id = $id )"; > >>> if ($status) { > >>> $status =~ s/(['\\])/\\$1/g; > >>> $Query .= " AND Status = '$status'"; > >>> } > >>> so if you wan't to relax this to all tickets users have ShowTicket > >>> rights, you have to modify this query ;) > >>> But I strongly discourage (unless really needed) to setup an RT > >>> instance with one queue per customer, best to think queues per > >>> internal support team and play with customroles/groups or customfields > >>> to set the customer. > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Thu Jan 5 10:00:09 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Thu, 05 Jan 2017 15:00:09 +0000 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> References: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> Message-ID: <779c49c6824a7d12c4f6a62f3fadeb23@mail.greenhills-it.co.uk> Hi, No need to add the custom role to the tickets, just to the queue. Best Regards Martin On 2017-01-05 14:26, Felix Defrance wrote: > Le 05/01/2017 ? 12:22, Alex Hall a ?crit : >> Martin's suggestion makes sense, but I thought Felix was trying to >> restrict user search, not ticket search? That is, he doesn't want >> users to be able to search (and thus view the names of) all users? >> It's quite early here, so my brain may still be muttled and I could be >> wrong. > Alex, after I see it was possible to display any tickets via the search > module, I want to restrict this too. > >> >> Sent from my iPhone >> >>> On Jan 5, 2017, at 06:08, Martin Wheldon >>> wrote: >>> >>> Hi F?lix, >>> >>> I've just tried to configure this on a RT 4.4.1 install using a >>> custom role and it seems to work fine. >>> Here is the process I carried out. >>> >>> I've got 2 unprivileged users with a single queue, each being the >>> owner of multiple tickets in that queue. >>> I created a new custom role, then assigned it to the queue. Next I >>> added the users to the custom role. (Done on the queue, watchers tab) >>> The I added the SeeQueue and ShowTickets permissions to the custom >>> role on the queue. >>> >>> Now when I login as either of the users I see all the tickets in that >>> queue owner by those users. > In this case, unprivileged users via (SelfService of course), just see > their own tickets. For me, I have just 2 menus: "Tickets" and "Logged > in > foobar". > > In Tickets, I just see "Open tickets" and "Closed Tickets". In both > pages, I just see tickets that users declarated as requestor. > > The custom role not provide an access to see all ticket in the queue > (as > elacour told to us). > > Now I understand the goal of the roles, maybe it's possible to > automaticaly add custom role as a watcher to the right queue on all > existing tickets and the futur new ticket. > > Do you think it's possible ? > > Thx > >>> >>> Hope that helps >>> >>> Best Regards >>> >>> Martin >>> >>>> On 2017-01-04 08:45, Emmanuel Lacour wrote: >>>>> Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : >>>>> Hi all, >>>>> I don't find how I could add ShowTickets or QueueList in >>>>> SelfService. >>>>> I want to allow my unprivileged users, grouped by company name, to >>>>> see all tickets in their queue. >>>>> The group rights on the queue is correctly defined and users could >>>>> access to the tickets by entring the ticket number in the "goto >>>>> Ticket" field (top right in SelfService). >>>>> I have tried to play with CustomRole but it's not working for me. >>>>> So >>>>> anybody known how I can do it? >>>> SelfService filters ticket list to tickets the user is watcher on >>>> (requestor or Cc). This is hard coded in >>>> share/html/SelfService/Elements/MyRequests: >>>> my $id = $session{'CurrentUser'}->id; >>>> my $Query = "( Watcher.id = $id )"; >>>> if ($status) { >>>> $status =~ s/(['\\])/\\$1/g; >>>> $Query .= " AND Status = '$status'"; >>>> } >>>> so if you wan't to relax this to all tickets users have ShowTicket >>>> rights, you have to modify this query ;) >>>> But I strongly discourage (unless really needed) to setup an RT >>>> instance with one queue per customer, best to think queues per >>>> internal support team and play with customroles/groups or >>>> customfields >>>> to set the customer. From mzagrabe at d.umn.edu Thu Jan 5 10:09:44 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 5 Jan 2017 09:09:44 -0600 Subject: [rt-users] no alert for invalid mail addresses In-Reply-To: <16809a73-85c5-a03a-2d05-e11c0bd70057@civ.zcu.cz> References: <16809a73-85c5-a03a-2d05-e11c0bd70057@civ.zcu.cz> Message-ID: Hi Petr, We have this problem a lot. BP wrote us this module to help manage autocreated users that don't belong in the database: https://github.com/bestpractical/rt-extension-manageautocreatedusers -m On Thu, Jan 5, 2017 at 3:53 AM, Petr Hanousek wrote: > Hi geeks, > sometimes someone here mistypes the mail address of Requestor or CC. The > typos in addresses are various, my question is about the really obvious > ones. Like if you put to CC an address "a at b". Is there any mechanism in > RT to detect such mistakes and say something at least? Or can I have a > feature request for this? :) > > If you try this in Gmail or Thunderbird, an error is raised and the > message is not sent. > > 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 ahall at autodist.com Thu Jan 5 10:56:55 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 10:56:55 -0500 Subject: [rt-users] __active__ including stalled tickets? Message-ID: Hey all, I just did a search: Priority > 9 and Status = '__active__' Five of the resulting tickets are stalled, but I thought __active__ ignored stalled tickets. Any idea why they're appearing? Did I miss a setting or something, or is this intended behavior? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From phanousk at civ.zcu.cz Thu Jan 5 10:59:24 2017 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Thu, 5 Jan 2017 16:59:24 +0100 Subject: [rt-users] no alert for invalid mail addresses In-Reply-To: References: <16809a73-85c5-a03a-2d05-e11c0bd70057@civ.zcu.cz> Message-ID: <9400091c-d6c9-4b90-eaca-eb36165b9497@civ.zcu.cz> Thank you Matt, this will also help. BTW, for the curiosity, the "Merge with an alternate user" option behaves the same way like http://search.cpan.org/~bps/RT-Extension-MergeUsers/lib/RT/Extension/MergeUsers.pm or does it have some extra functionality? But my main focus with this question was about to help that desperate users who make that typos to realize, that no mail will come to the intended recipient. Something like warning "Hey, this address is not valid so your answer never reach anybody". Imagine sending some info (like "downtime will occur next monday") to multiple recipients and one of them has a typo like invalid domain in his mail address. You feel safe that you've sent info to everybody important but someone never receive that and surely will complain during the unexpected downtime. Petr On 5.1.2017 16:09, Matt Zagrabelny wrote: > Hi Petr, > > We have this problem a lot. > > BP wrote us this module to help manage autocreated users that don't > belong in the database: > > https://github.com/bestpractical/rt-extension-manageautocreatedusers > > -m > > On Thu, Jan 5, 2017 at 3:53 AM, Petr Hanousek wrote: >> Hi geeks, >> sometimes someone here mistypes the mail address of Requestor or CC. The >> typos in addresses are various, my question is about the really obvious >> ones. Like if you put to CC an address "a at b". Is there any mechanism in >> RT to detect such mistakes and say something at least? Or can I have a >> feature request for this? :) >> >> If you try this in Gmail or Thunderbird, an error is raised and the >> message is not sent. >> >> Thank you, Petr From mzagrabe at d.umn.edu Thu Jan 5 11:01:51 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 5 Jan 2017 10:01:51 -0600 Subject: [rt-users] __active__ including stalled tickets? In-Reply-To: References: Message-ID: __Active__ is case sensitive, I believe. -m On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: > Hey all, > I just did a search: > Priority > 9 and Status = '__active__' > Five of the resulting tickets are stalled, but I thought __active__ ignored > stalled tickets. Any idea why they're appearing? Did I miss a setting or > something, or is this intended behavior? Thanks. > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From mzagrabe at d.umn.edu Thu Jan 5 11:03:41 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 5 Jan 2017 10:03:41 -0600 Subject: [rt-users] no alert for invalid mail addresses In-Reply-To: <9400091c-d6c9-4b90-eaca-eb36165b9497@civ.zcu.cz> References: <16809a73-85c5-a03a-2d05-e11c0bd70057@civ.zcu.cz> <9400091c-d6c9-4b90-eaca-eb36165b9497@civ.zcu.cz> Message-ID: On Thu, Jan 5, 2017 at 9:59 AM, Petr Hanousek wrote: > Thank you Matt, this will also help. BTW, for the curiosity, the "Merge > with an alternate user" option behaves the same way like > http://search.cpan.org/~bps/RT-Extension-MergeUsers/lib/RT/Extension/MergeUsers.pm > or does it have some extra functionality? No extra functionality. In fact the module in question depends on the MergeUsers module. -m From ahall at autodist.com Thu Jan 5 11:07:23 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 11:07:23 -0500 Subject: [rt-users] __active__ including stalled tickets? In-Reply-To: References: Message-ID: On Thu, Jan 5, 2017 at 11:01 AM, Matt Zagrabelny wrote: > __Active__ is case sensitive, I believe. > I should have said that I tried capital and lowercase A in my searches, along with making the word all caps. I keep getting the same result. > -m > > On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: > > Hey all, > > I just did a search: > > Priority > 9 and Status = '__active__' > > Five of the resulting tickets are stalled, but I thought __active__ > ignored > > stalled tickets. Any idea why they're appearing? Did I miss a setting or > > something, or is this intended behavior? Thanks. > > -- > > 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 shawn at bestpractical.com Thu Jan 5 11:10:59 2017 From: shawn at bestpractical.com (Shawn M Moore) Date: Thu, 5 Jan 2017 11:10:59 -0500 Subject: [rt-users] __active__ including stalled tickets? In-Reply-To: References: Message-ID: <09AF94B2-F1C8-4012-8D86-F461006E15B8@bestpractical.com> > On Jan 5, 2017, at 10:56, Alex Hall wrote: > > Hey all, Hi Alex, > I just did a search: > Priority > 9 and Status = '__active__' > Five of the resulting tickets are stalled, but I thought __active__ ignored stalled tickets. Any idea why they're appearing? Did I miss a setting or something, or is this intended behavior? Thanks. In RT's default lifecycle, stalled is an active status, because it indicates there is more work to be done before the ticket can be resolved. > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com Best, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Jan 5 11:12:58 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 5 Jan 2017 10:12:58 -0600 Subject: [rt-users] __active__ including stalled tickets? In-Reply-To: References: Message-ID: ...and I see that Shawn has answered, too. Here is what I had to say: "stalled" is an active status. I know the word feels "inactive", but according to the default lifecycle, it is active. https://github.com/bestpractical/rt/blob/stable/etc/RT_Config.pm.in#L3034 On Thu, Jan 5, 2017 at 10:07 AM, Alex Hall wrote: > > > On Thu, Jan 5, 2017 at 11:01 AM, Matt Zagrabelny wrote: >> >> __Active__ is case sensitive, I believe. > > I should have said that I tried capital and lowercase A in my searches, > along with making the word all caps. I keep getting the same result. > >> >> -m >> >> On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: >> > Hey all, >> > I just did a search: >> > Priority > 9 and Status = '__active__' >> > Five of the resulting tickets are stalled, but I thought __active__ >> > ignored >> > stalled tickets. Any idea why they're appearing? Did I miss a setting or >> > something, or is this intended behavior? Thanks. >> > -- >> > Alex Hall >> > Automatic Distributors, IT department >> > ahall at autodist.com > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From ahall at autodist.com Thu Jan 5 11:16:05 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 11:16:05 -0500 Subject: [rt-users] __active__ including stalled tickets? In-Reply-To: References: Message-ID: Okay, I can see that. I was thinking of active/inactive as now, as in a stalled ticket is inactive until someone un-stalls it. But from RT's perspective, it does make sense that a ticket not deleted or resolved is still, in some way, active. I'll have to adjust my crontool script too, or people will get warnings about stalled tickets when I promised they wouldn't. Glad I checked! On Thu, Jan 5, 2017 at 11:12 AM, Matt Zagrabelny wrote: > ...and I see that Shawn has answered, too. Here is what I had to say: > > "stalled" is an active status. I know the word feels "inactive", but > according to the default lifecycle, it is active. > > https://github.com/bestpractical/rt/blob/stable/etc/RT_Config.pm.in#L3034 > > On Thu, Jan 5, 2017 at 10:07 AM, Alex Hall wrote: > > > > > > On Thu, Jan 5, 2017 at 11:01 AM, Matt Zagrabelny > wrote: > >> > >> __Active__ is case sensitive, I believe. > > > > I should have said that I tried capital and lowercase A in my searches, > > along with making the word all caps. I keep getting the same result. > > > >> > >> -m > >> > >> On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: > >> > Hey all, > >> > I just did a search: > >> > Priority > 9 and Status = '__active__' > >> > Five of the resulting tickets are stalled, but I thought __active__ > >> > ignored > >> > stalled tickets. Any idea why they're appearing? Did I miss a setting > or > >> > something, or is this intended behavior? Thanks. > >> > -- > >> > Alex Hall > >> > Automatic Distributors, IT department > >> > ahall at autodist.com > > > > > > > > > > -- > > 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 felix at d2france.fr Thu Jan 5 11:37:09 2017 From: felix at d2france.fr (Felix Defrance) Date: Thu, 5 Jan 2017 17:37:09 +0100 Subject: [rt-users] How unprivileged users could see all tickets in their queue? In-Reply-To: <779c49c6824a7d12c4f6a62f3fadeb23@mail.greenhills-it.co.uk> References: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> <779c49c6824a7d12c4f6a62f3fadeb23@mail.greenhills-it.co.uk> Message-ID: Hi, In your example you said : "I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue." But in my case, the users is a customer, and they never owner of the tickets. So, the users see only the tickets they are requestor. I would like to provide to a set of user, the ablillity to see all ticket requestor in the queue.. Felix. Le 05/01/2017 ? 16:00, Martin Wheldon a ?crit : > Hi, > > No need to add the custom role to the tickets, just to the queue. > > Best Regards > > Martin > > On 2017-01-05 14:26, Felix Defrance wrote: >> Le 05/01/2017 ? 12:22, Alex Hall a ?crit : >>> Martin's suggestion makes sense, but I thought Felix was trying to >>> restrict user search, not ticket search? That is, he doesn't want >>> users to be able to search (and thus view the names of) all users? >>> It's quite early here, so my brain may still be muttled and I could >>> be wrong. >> Alex, after I see it was possible to display any tickets via the search >> module, I want to restrict this too. >> >>> >>> Sent from my iPhone >>> >>>> On Jan 5, 2017, at 06:08, Martin Wheldon >>>> wrote: >>>> >>>> Hi F?lix, >>>> >>>> I've just tried to configure this on a RT 4.4.1 install using a >>>> custom role and it seems to work fine. >>>> Here is the process I carried out. >>>> >>>> I've got 2 unprivileged users with a single queue, each being the >>>> owner of multiple tickets in that queue. >>>> I created a new custom role, then assigned it to the queue. Next I >>>> added the users to the custom role. (Done on the queue, watchers tab) >>>> The I added the SeeQueue and ShowTickets permissions to the custom >>>> role on the queue. >>>> >>>> Now when I login as either of the users I see all the tickets in >>>> that queue owner by those users. >> In this case, unprivileged users via (SelfService of course), just see >> their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in >> foobar". >> >> In Tickets, I just see "Open tickets" and "Closed Tickets". In both >> pages, I just see tickets that users declarated as requestor. >> >> The custom role not provide an access to see all ticket in the queue (as >> elacour told to us). >> >> Now I understand the goal of the roles, maybe it's possible to >> automaticaly add custom role as a watcher to the right queue on all >> existing tickets and the futur new ticket. >> >> Do you think it's possible ? >> >> Thx >> >>>> >>>> Hope that helps >>>> >>>> Best Regards >>>> >>>> Martin >>>> >>>>> On 2017-01-04 08:45, Emmanuel Lacour wrote: >>>>>> Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : >>>>>> Hi all, >>>>>> I don't find how I could add ShowTickets or QueueList in >>>>>> SelfService. >>>>>> I want to allow my unprivileged users, grouped by company name, to >>>>>> see all tickets in their queue. >>>>>> The group rights on the queue is correctly defined and users could >>>>>> access to the tickets by entring the ticket number in the "goto >>>>>> Ticket" field (top right in SelfService). >>>>>> I have tried to play with CustomRole but it's not working for me. So >>>>>> anybody known how I can do it? >>>>> SelfService filters ticket list to tickets the user is watcher on >>>>> (requestor or Cc). This is hard coded in >>>>> share/html/SelfService/Elements/MyRequests: >>>>> my $id = $session{'CurrentUser'}->id; >>>>> my $Query = "( Watcher.id = $id )"; >>>>> if ($status) { >>>>> $status =~ s/(['\\])/\\$1/g; >>>>> $Query .= " AND Status = '$status'"; >>>>> } >>>>> so if you wan't to relax this to all tickets users have ShowTicket >>>>> rights, you have to modify this query ;) >>>>> But I strongly discourage (unless really needed) to setup an RT >>>>> instance with one queue per customer, best to think queues per >>>>> internal support team and play with customroles/groups or >>>>> customfields >>>>> to set the customer. -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskamp at uwaterloo.ca Thu Jan 5 12:00:43 2017 From: javoskamp at uwaterloo.ca (Jeff Voskamp) Date: Thu, 5 Jan 2017 12:00:43 -0500 Subject: [rt-users] __active__ including stalled tickets? In-Reply-To: References: Message-ID: On 05/01/17 11:12 AM, Matt Zagrabelny wrote: > ...and I see that Shawn has answered, too. Here is what I had to say: > > "stalled" is an active status. I know the word feels "inactive", but > according to the default lifecycle, it is active. > > https://github.com/bestpractical/rt/blob/stable/etc/RT_Config.pm.in#L3034 An active status is one where you expect it to change: new, open, stalled. An in-active status is one where you don't, i.e. a "final resting state": rejected, resolved, deleted. Jeff From ahall at autodist.com Thu Jan 5 13:40:49 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 13:40:49 -0500 Subject: [rt-users] Owner not showing in search results? In-Reply-To: <20161128164142.GZ6455@aart.rice.edu> References: <20161128161819.GX6455@aart.rice.edu> <20161128164142.GZ6455@aart.rice.edu> Message-ID: On Mon, Nov 28, 2016 at 11:41 AM, Kenneth Marshall wrote: > On Mon, Nov 28, 2016 at 11:32:36AM -0500, Alex Hall wrote: > > Thanks, I didn't know that would happen. I did that to suppress the > email notification; we want users notified if their tickets change owners, > but only if that change is NOT from "nobody" to themselves. > > > > I just updated the script to record the transaction. It worked, because > I got the email I wanted suppressed, and the owner still changed. Oddly, > "nobody" is still the owner when I search for my ticket, though. Should I > flush a cache or something? Mason cache wouldn't have anything to do with > this, would it? > > Hi Alex, > > Well, that is not what I would have expected to happen. I do not know > enough > about the DB queries that are being run to generate the search results. > Probably, > my next step would be to look at the actual query and see where the > incorrect > results are being produced. I am not much help because we use PostgreSQL as > the DB and not MySQL. Sorry, I cannot be of more assistance. > How do I view the actual query being used? Is there a way to get RT to store it, or some other trick? Thanks. > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey.pilant.ext at bayer.com Thu Jan 5 15:51:20 2017 From: jeffrey.pilant.ext at bayer.com (Jeffrey Pilant) Date: Thu, 5 Jan 2017 20:51:20 +0000 Subject: [rt-users] no alert for invalid mail addresses Message-ID: Petr Hanousek writes: >Hi geeks, >sometimes someone here mistypes the mail address of Requestor or CC. The >typos in addresses are various, my question is about the really obvious >ones. Like if you put to CC an address "a at b". Is there any mechanism in >RT to detect such mistakes and say something at least? Or can I have a >feature request for this? :) > >If you try this in Gmail or Thunderbird, an error is raised and the >message is not sent. Check out http://www.regular-expressions.info/email.html It indicates the 'most' official regex is: \A(?:[a-z0-9!#$%&'*+/=?^_`{|}~-]+(?:\.[a-z0-9!#$%&'*+/=?^_`{|}~-]+)* | "(?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21\x23-\x5b\x5d-\x7f] | \\[\x01-\x09\x0b\x0c\x0e-\x7f])*") @ (?:(?:[a-z0-9](?:[a-z0-9-]*[a-z0-9])?\.)+[a-z0-9](?:[a-z0-9-]*[a-z0-9])? | \[(?:(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.){3} (?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?|[a-z0-9-]*[a-z0-9]: (?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21-\x5a\x53-\x7f] | \\[\x01-\x09\x0b\x0c\x0e-\x7f])+) \])\z Yeah. Quite a mouthful. This is because there are quite a few ways to express email addresses. And even this is not foolproof. The same page also has other simpler regex expressions that work a fair amount of the time, but are less complicated, like: \b[A-Z0-9._%+-]+@[A-Z0-9.-]+\.[A-Z]{2,}\b The page claims it is 99% effective. That, however, does not solve your problem. Just because it is formulated correctly does not mean it is a valid address. The usual solution is to whitelist the addresses and do a lookup. Any address not found gets added tentatively, but flagged for testing. You can also at this time prompt for acceptance vs. going back to an edit screen. This does require you maintain a list of valid email addresses somewhere. The user list is a likely place, but if you are sending emails to people who are not users, then that fails. /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 brennanma at gmail.com Thu Jan 5 17:30:11 2017 From: brennanma at gmail.com (Matt Brennan) Date: Thu, 5 Jan 2017 17:30:11 -0500 Subject: [rt-users] Manage Group Memberships via REST API Message-ID: Hello, At the moment I don't see a way to do this, but I just wanted to make sure I wasn't missing anything. When we terminate employees that had access to RT, we put them into a group called Terminated Employees. Being a member of this group will re-assign any tickets they owned, on reply, back to nobody. I would like to be able to add the user to this group when our termination script runs, but I don't see any way to do that. Can anyone confirm if there is a way to modify group memberships via the REST API? Currently running 4.2, but upgrading to 4.4 soon. Thanks -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Jan 5 18:06:27 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 5 Jan 2017 18:06:27 -0500 Subject: [rt-users] Owner not showing in search results? In-Reply-To: References: <20161128161819.GX6455@aart.rice.edu> <20161128164142.GZ6455@aart.rice.edu> Message-ID: Never mind the SQL logging question, I got it. Something really weird: in the ticket insertion, I see no owner value at all. Here it is: INSERT INTO Tickets (Resolved, Priority, Starts, Creator, InitialPriority, SLA, Created, LastUpdatedBy, Type, Queue, LastUpdated, Started, Due, Subject, FinalPriority, Status) VALUES ('1970-01-01 00:00:00', '1', '1970-01-01 00:00:00', '28', '1', NULL, '2017-01-05 22:51:29', '28', 'ticket', '5', '2017-01-05 22:51:29', '1970-01-01 00:00:00', '2017-01-07 22:51:29', 'Test', '50', 'new') Of course, I see nothing for the custom field I set either. Still, why would owner not be set in the initial ticket insertion? Later, I see this insertion, for some reason: INSERT INTO Groups (Instance, LastUpdated, Name, Created, LastUpdatedBy, Domain, Description, id, Creator) VALUES ('1164', '2017-01-05 22:51:29', 'Owner', '2017-01-05 22:51:29', '28', 'RT::Ticket-Role', NULL, '4856', '28') I have no idea what that's about. I have to run, so there may be more in the log file I'll get to tomorrow. But what's going on here, and could this explain why owners don't show in search results but they do in ticket displays? Thanks. On Thu, Jan 5, 2017 at 1:40 PM, Alex Hall wrote: > > > On Mon, Nov 28, 2016 at 11:41 AM, Kenneth Marshall wrote: > >> On Mon, Nov 28, 2016 at 11:32:36AM -0500, Alex Hall wrote: >> > Thanks, I didn't know that would happen. I did that to suppress the >> email notification; we want users notified if their tickets change owners, >> but only if that change is NOT from "nobody" to themselves. >> > >> > I just updated the script to record the transaction. It worked, because >> I got the email I wanted suppressed, and the owner still changed. Oddly, >> "nobody" is still the owner when I search for my ticket, though. Should I >> flush a cache or something? Mason cache wouldn't have anything to do with >> this, would it? >> >> Hi Alex, >> >> Well, that is not what I would have expected to happen. I do not know >> enough >> about the DB queries that are being run to generate the search results. >> Probably, >> my next step would be to look at the actual query and see where the >> incorrect >> results are being produced. I am not much help because we use PostgreSQL >> as >> the DB and not MySQL. Sorry, I cannot be of more assistance. >> > > How do I view the actual query being used? Is there a way to get RT to > store it, or some other trick? Thanks. > >> >> Regards, >> Ken >> > > > > -- > 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 martin.wheldon at greenhills-it.co.uk Fri Jan 6 05:48:39 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Fri, 06 Jan 2017 10:48:39 +0000 Subject: [rt-users] ***SPAM*** Re: How unprivileged users could see all tickets in their queue In-Reply-To: References: <0D9FF3D1-4449-4D06-8670-AC6CCB386E79@autodist.com> <012b232c-3d9e-09f1-2e39-33c1cc00a9c6@d2france.fr> <779c49c6824a7d12c4f6a62f3fadeb23@mail.greenhills-it.co.uk> Message-ID: Apologies, if I remove the owner the CustomRole solution doesn't work. Best Regards Martin On 2017-01-05 16:37, Felix Defrance wrote: > Hi, > > In your example you said : > "I've got 2 unprivileged users with a single queue, each being the > owner of multiple tickets in that queue." > > But in my case, the users is a customer, and they never owner of the > tickets. > > So, the users see only the tickets they are requestor. > > I would like to provide to a set of user, the ablillity to see all > ticket requestor in the queue.. > > Felix. > > Le 05/01/2017 ? 16:00, Martin Wheldon a ?crit : > >> Hi, >> >> No need to add the custom role to the tickets, just to the queue. >> >> Best Regards >> >> Martin >> >> On 2017-01-05 14:26, Felix Defrance wrote: >> Le 05/01/2017 ? 12:22, Alex Hall a ?crit : >> Martin's suggestion makes sense, but I thought Felix was trying to >> restrict user search, not ticket search? That is, he doesn't want >> users to be able to search (and thus view the names of) all users? >> It's quite early here, so my brain may still be muttled and I could >> be wrong. >> Alex, after I see it was possible to display any tickets via the >> search >> module, I want to restrict this too. >> >> Sent from my iPhone >> >> On Jan 5, 2017, at 06:08, Martin Wheldon >> wrote: >> >> Hi F?lix, >> >> I've just tried to configure this on a RT 4.4.1 install using a >> custom role and it seems to work fine. >> Here is the process I carried out. >> >> I've got 2 unprivileged users with a single queue, each being the >> owner of multiple tickets in that queue. >> I created a new custom role, then assigned it to the queue. Next I >> added the users to the custom role. (Done on the queue, watchers >> tab) >> The I added the SeeQueue and ShowTickets permissions to the custom >> role on the queue. >> >> Now when I login as either of the users I see all the tickets in >> that queue owner by those users. > In this case, unprivileged users via (SelfService of course), just > see > their own tickets. For me, I have just 2 menus: "Tickets" and "Logged > in > foobar". > > In Tickets, I just see "Open tickets" and "Closed Tickets". In both > pages, I just see tickets that users declarated as requestor. > > The custom role not provide an access to see all ticket in the queue > (as > elacour told to us). > > Now I understand the goal of the roles, maybe it's possible to > automaticaly add custom role as a watcher to the right queue on all > existing tickets and the futur new ticket. > > Do you think it's possible ? > > Thx > >> Hope that helps >> >> Best Regards >> >> Martin >> >> On 2017-01-04 08:45, Emmanuel Lacour wrote: >> Le 03/01/2017 ? 18:27, Felix Defrance a ?crit : >> Hi all, >> I don't find how I could add ShowTickets or QueueList in >> SelfService. >> I want to allow my unprivileged users, grouped by company name, to >> see all tickets in their queue. >> The group rights on the queue is correctly defined and users could >> access to the tickets by entring the ticket number in the "goto >> Ticket" field (top right in SelfService). >> I have tried to play with CustomRole but it's not working for me. So >> >> anybody known how I can do it? >> SelfService filters ticket list to tickets the user is watcher on >> (requestor or Cc). This is hard coded in >> share/html/SelfService/Elements/MyRequests: >> my $id = $session{'CurrentUser'}->id; >> my $Query = "( Watcher.id = $id )"; >> if ($status) { >> $status =~ s/(['\\])/\\$1/g; >> $Query .= " AND Status = '$status'"; >> } >> so if you wan't to relax this to all tickets users have ShowTicket >> rights, you have to modify this query ;) >> But I strongly discourage (unless really needed) to setup an RT >> instance with one queue per customer, best to think queues per >> internal support team and play with customroles/groups or >> customfields >> to set the customer. > > -- > F?lix Defrance > PGP: 0x0F04DC57 From marius at ksat.no Fri Jan 6 06:48:01 2017 From: marius at ksat.no (Marius Flage) Date: Fri, 6 Jan 2017 12:48:01 +0100 Subject: [rt-users] Mail headers, search for missing value and LDAP/AD integration Message-ID: <72c773f0-965b-56e5-dcf5-65d9966cc054@ksat.no> Hi! Some different questions here: 1) It is possible to add meta information from RT in the outgoing mails from the system? For instance I'm interested in getting the current owner of a ticket as a separate mail header. For instance X-RT-Owner: and then set to the current owner of the ticket. That would make it easier to sort out just the tickets I'm concerned with. 2) I have a search where I want to find all tickets without an AdminCc added. How can I do this? 3) We have LDAP authentication against Active Directory working, but we're not getting the correct values populated from AD. Instead I have to go in an manually fill out this information in RT itself. This is the relevant configuration: Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'SERVER', 'user' => 'ADMINUSER', 'pass' => 'PASSWORD', 'base' => 'ou=users,dc=local,dc=local,dc=no', 'filter' => '(objectclass=user)', 'd_filter' => '(objectcategory=group)', 'group' => '', 'group_attr' => '', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group_scope' => 'base', 'group_attr_value' => '', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, }); Set($LDAPHost, 'SERVER'); Set($LDAPUser, 'ADMINUSER'); Set($LDAPPassword, 'PASSWORD'); Set($LDAPBase, 'ou=users,dc=local,dc=local,dc=no'); Set($LDAPFilter, '(&(cn = users))'); Set($LDAPCreatePrivileged, 1); So I'm wondering which of these options are actually used, as they seem to be a bit redundant and/or conflicting? I'm running RT 4.2.10, btw. -- Marius -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 181 bytes Desc: OpenPGP digital signature URL: From phanousk at civ.zcu.cz Fri Jan 6 08:16:18 2017 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Fri, 6 Jan 2017 14:16:18 +0100 Subject: [rt-users] no alert for invalid mail addresses In-Reply-To: References: Message-ID: <29c3d2c4-2b60-ba9e-b6e0-c8db9c59fd97@civ.zcu.cz> Hello Jeffrey, thank you, I'll try to implement it here. Wonder if someone has done it before or if there is any plugin for this? Or (the best way) if some developer encodes it to some future release of RT? :) Petr On 5.1.2017 21:51, Jeffrey Pilant wrote: > Check out > http://www.regular-expressions.info/email.html > It indicates the 'most' official regex is: > \A(?:[a-z0-9!#$%&'*+/=?^_`{|}~-]+(?:\.[a-z0-9!#$%&'*+/=?^_`{|}~-]+)* > | "(?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21\x23-\x5b\x5d-\x7f] > | \\[\x01-\x09\x0b\x0c\x0e-\x7f])*") > @ (?:(?:[a-z0-9](?:[a-z0-9-]*[a-z0-9])?\.)+[a-z0-9](?:[a-z0-9-]*[a-z0-9])? > | \[(?:(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.){3} > (?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?|[a-z0-9-]*[a-z0-9]: > (?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21-\x5a\x53-\x7f] > | \\[\x01-\x09\x0b\x0c\x0e-\x7f])+) > \])\z > > Yeah. Quite a mouthful. This is because there are quite a few ways to express email addresses. And even this is not foolproof. > > The same page also has other simpler regex expressions that work a fair amount of the time, but are less complicated, like: > \b[A-Z0-9._%+-]+@[A-Z0-9.-]+\.[A-Z]{2,}\b > > The page claims it is 99% effective. > > That, however, does not solve your problem. Just because it is formulated correctly does not mean it is a valid address. > > The usual solution is to whitelist the addresses and do a lookup. Any address not found gets added tentatively, but flagged for testing. You can also at this time prompt for acceptance vs. going back to an edit screen. This does require you maintain a list of valid email addresses somewhere. The user list is a likely place, but if you are sending emails to people who are not users, then that fails. > > /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. > ________________________________________________________________________ > -- +-------------------------------------------------------------------+ 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 martin.wheldon at greenhills-it.co.uk Fri Jan 6 08:43:19 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Fri, 06 Jan 2017 13:43:19 +0000 Subject: [rt-users] no alert for invalid mail addresses In-Reply-To: <29c3d2c4-2b60-ba9e-b6e0-c8db9c59fd97@civ.zcu.cz> References: <29c3d2c4-2b60-ba9e-b6e0-c8db9c59fd97@civ.zcu.cz> Message-ID: Hi, You might want to checkout the perl module Regex::Common::Email::Address Best Regards Martin On 2017-01-06 13:16, Petr Hanousek wrote: > Hello Jeffrey, > thank you, I'll try to implement it here. Wonder if someone has done it > before or if there is any plugin for this? Or (the best way) if some > developer encodes it to some future release of RT? :) > Petr > > On 5.1.2017 21:51, Jeffrey Pilant wrote: >> Check out >> http://www.regular-expressions.info/email.html >> It indicates the 'most' official regex is: >> \A(?:[a-z0-9!#$%&'*+/=?^_`{|}~-]+(?:\.[a-z0-9!#$%&'*+/=?^_`{|}~-]+)* >> | "(?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21\x23-\x5b\x5d-\x7f] >> | \\[\x01-\x09\x0b\x0c\x0e-\x7f])*") >> @ >> (?:(?:[a-z0-9](?:[a-z0-9-]*[a-z0-9])?\.)+[a-z0-9](?:[a-z0-9-]*[a-z0-9])? >> | \[(?:(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.){3} >> (?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?|[a-z0-9-]*[a-z0-9]: >> (?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21-\x5a\x53-\x7f] >> | \\[\x01-\x09\x0b\x0c\x0e-\x7f])+) >> \])\z >> >> Yeah. Quite a mouthful. This is because there are quite a few ways >> to express email addresses. And even this is not foolproof. >> >> The same page also has other simpler regex expressions that work a >> fair amount of the time, but are less complicated, like: >> \b[A-Z0-9._%+-]+@[A-Z0-9.-]+\.[A-Z]{2,}\b >> >> The page claims it is 99% effective. >> >> That, however, does not solve your problem. Just because it is >> formulated correctly does not mean it is a valid address. >> >> The usual solution is to whitelist the addresses and do a lookup. Any >> address not found gets added tentatively, but flagged for testing. >> You can also at this time prompt for acceptance vs. going back to an >> edit screen. This does require you maintain a list of valid email >> addresses somewhere. The user list is a likely place, but if you are >> sending emails to people who are not users, then that fails. >> >> /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.ext at bayer.com Fri Jan 6 15:20:03 2017 From: jeffrey.pilant.ext at bayer.com (Jeffrey Pilant) Date: Fri, 6 Jan 2017 20:20:03 +0000 Subject: [rt-users] no alert for invalid mail addresses Message-ID: <8daca98714ab44218670dee432621243@MOXDEA.na.bayer.cnb> Martin Wheldon writes: > You might want to checkout the perl module Regex::Common::Email::Address I looked at that http://search.cpan.org/~cwest/Regexp-Common-Email-Address-1.01/lib/Regexp/Common/Email/Address.pm Provides a regex to match email addresses as defined by RFC 2822. Under C<{-keep}>, the entire match is kept as C<$1>. If you want to parse that further then pass it to C<< Email::Address->parse() >>. Don't worry, it's fast. This is from 2005, and the that RFC was replaced by 5322, which is what the big regex I gave was from. The Wikipedia has even more relevant info on email addresses: https://en.wikipedia.org/wiki/Email_address It talks about support for foreign character sets, quoted normally invalid characters, allowed comments, and do on. Basically, it is nearly complete chaos. Check out their "valid" and "invalid" examples, as well as the internationalization example. /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 barton at bywatersolutions.com Mon Jan 9 02:12:20 2017 From: barton at bywatersolutions.com (Barton Chittenden) Date: Mon, 9 Jan 2017 02:12:20 -0500 Subject: [rt-users] Wiki conventions? In-Reply-To: References: Message-ID: Alex, The RT-Wiki was ported from Wikia to Mediawiki last year. There are still quite a number of rough edges, particularly regarding the formatting of code blocks. My general feeling with a wiki is that the history is there; if you somehow make it worse, it can always be reverted, and I've never seen anyone complain about corrections to grammar, spelling and clarity. I just added https://rt-wiki.bestpractical.com/wiki/LowHangingFruit, which gives a sed script which can be used to clean up some pretty ugly code blocks using tags, which seem to give mediawiki's code formatting bad indigestion. Copy the wiki text into a file, run the sed script, copy the text back, and view the results. If they look good, save it. --Barton On Fri, Dec 30, 2016 at 5:08 PM, Alex Hall wrote: > Hi all, > I've finally created an account on the RT wiki. This has been a really > great resource for me, but there are a lot of pages I've read in the last > few months with formatting mistakes, grammar problems, outdated information > that's not marked as not working under 4.x, and so on. I don't know how > much time I'll have to edit things, but I hope to try to contribute where I > can by fixing mistakes when I find them. I might add my own pages > eventually, but for now I'll stick to edits. > > What are the conventions by which Best Practical likes people to operate? > For instance, if a page is understandable but could do with better grammar, > is it considered polite to correct it, or should it be left alone? What > other rules and conventions exist that I should keep in mind? Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Tue Jan 10 06:53:03 2017 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 10 Jan 2017 14:53:03 +0300 Subject: [rt-users] Where are saved searches stored in the db Message-ID: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> Hi all, I was expecting to find a database table called "SavedSearches" but there isn't one. I have a saved search that contains the string '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. Anyone know where saved searches are? thanks Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From martin.wheldon at greenhills-it.co.uk Tue Jan 10 07:06:00 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Tue, 10 Jan 2017 12:06:00 +0000 Subject: [rt-users] Where are saved searches stored in the db In-Reply-To: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> References: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> Message-ID: <154716d1f1b8ca5975af3d62707e528b@mail.greenhills-it.co.uk> Hi Woody, What are you trying to achieve? IMO you are better off using the RT API rather than hacking the database. Best Regards Martin On 2017-01-10 11:53, Woody - Wild Thing Safaris wrote: > Hi all, > > I was expecting to find a database table called "SavedSearches" but > there isn't one. I have a saved search that contains the string > '__CurrentUser_' but if i dump the DB and grep for that, i don't find > it. > > Anyone know where saved searches are? > > thanks > > Woody. > > > -- > > ----------------------- > > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > > UK: 2B Habbo St, Greenwich, London > Dar es Salaam: 5 Ethan St, Mbezi beach > Arusha: 3 Ebeneezer Rd, Njiro > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Office Mobile: +255 (0) 773 503 502 > Direct: +255 742 373 327 > Skype: woody1tz > http://wildthingsafaris.com From elacour at easter-eggs.com Tue Jan 10 07:19:20 2017 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 10 Jan 2017 13:19:20 +0100 Subject: [rt-users] Where are saved searches stored in the db In-Reply-To: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> References: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> Message-ID: <7bd287c7-4947-401a-c2ce-f962a60a41e3@easter-eggs.com> Le 10/01/2017 ? 12:53, Woody - Wild Thing Safaris a ?crit : > Hi all, > > I was expecting to find a database table called "SavedSearches" but > there isn't one. I have a saved search that contains the string > '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. > > Anyone know where saved searches are? In table "Attributes". -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From woody at wildthingsafaris.com Tue Jan 10 08:51:36 2017 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 10 Jan 2017 16:51:36 +0300 Subject: [rt-users] Where are saved searches stored in the db In-Reply-To: <7bd287c7-4947-401a-c2ce-f962a60a41e3@easter-eggs.com> References: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> <7bd287c7-4947-401a-c2ce-f962a60a41e3@easter-eggs.com> Message-ID: Thanks Emmanuel, I see the "Content" is encoded, which is why it didn't come up with my grep. How do i decode/encode it? w. On 10/01/17 15:19, Emmanuel Lacour wrote: > Le 10/01/2017 ? 12:53, Woody - Wild Thing Safaris a ?crit : >> Hi all, >> >> I was expecting to find a database table called "SavedSearches" but >> there isn't one. I have a saved search that contains the string >> '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. >> >> Anyone know where saved searches are? > In table "Attributes". > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From martin.wheldon at greenhills-it.co.uk Tue Jan 10 09:02:52 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Tue, 10 Jan 2017 14:02:52 +0000 Subject: [rt-users] Where are saved searches stored in the db In-Reply-To: References: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> <7bd287c7-4947-401a-c2ce-f962a60a41e3@easter-eggs.com> Message-ID: Hi Woody, Check out the following tools: rt-attributes-viewer rt-attributes-editor Both of these read/write attribute information. Best Regards Martin On 2017-01-10 13:51, Woody - Wild Thing Safaris wrote: > Thanks Emmanuel, > > I see the "Content" is encoded, which is why it didn't come up with my > grep. > > How do i decode/encode it? > > w. > > > On 10/01/17 15:19, Emmanuel Lacour wrote: >> Le 10/01/2017 ? 12:53, Woody - Wild Thing Safaris a ?crit : >>> Hi all, >>> >>> I was expecting to find a database table called "SavedSearches" but >>> there isn't one. I have a saved search that contains the string >>> '__CurrentUser_' but if i dump the DB and grep for that, i don't find >>> it. >>> >>> Anyone know where saved searches are? >> In table "Attributes". >> > > -- > > ----------------------- > > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > > UK: 2B Habbo St, Greenwich, London > Dar es Salaam: 5 Ethan St, Mbezi beach > Arusha: 3 Ebeneezer Rd, Njiro > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Office Mobile: +255 (0) 773 503 502 > Direct: +255 742 373 327 > Skype: woody1tz > http://wildthingsafaris.com From elacour at easter-eggs.com Tue Jan 10 09:04:17 2017 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 10 Jan 2017 15:04:17 +0100 Subject: [rt-users] Where are saved searches stored in the db In-Reply-To: References: <459c7c1b-488b-a975-349a-708ebf794a46@wildthingsafaris.com> <7bd287c7-4947-401a-c2ce-f962a60a41e3@easter-eggs.com> Message-ID: <34639f0f-5cdf-efad-215c-28694c4a8868@easter-eggs.com> Le 10/01/2017 ? 14:51, Woody - Wild Thing Safaris a ?crit : > Thanks Emmanuel, > > I see the "Content" is encoded, which is why it didn't come up with my > grep. > > How do i decode/encode it? as far as I remember (no time to check now), it's base64 encoded. You have a script in RT to see attributes by id: rt/sbin/rt-attribute-viewer. From alush at scentral.k12.in.us Tue Jan 10 15:00:30 2017 From: alush at scentral.k12.in.us (Aaron Lush) Date: Tue, 10 Jan 2017 14:00:30 -0600 Subject: [rt-users] HTML/Rich Text Article Entries? Message-ID: <059b01d26b7c$322be560$9683b020$@scentral.k12.in.us> Is there a way I can modify Articles? configuration so that they may feature HTML/Rich-Text/Images, same as tickets? It seems custom fields is the ticket, but all Wiki articles I?ve scoured on the subject wind up breaking RT . I?m running RT 4.4 on an Ubuntu 16.10 box. Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 -- Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Jan 10 15:26:05 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 10 Jan 2017 20:26:05 +0000 Subject: [rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp Message-ID: <87F81E27495DC8489147E34A4152E268A494BCCC@MailStore2010.ogp.qvii.com> I received a request to 'auto CC' clients on tickers (as our customers are only allowed to interface via email). I enabled $ParseNewMessageForTicketCcs. We then started getting random RT Bounce messages, and upon investigating I found: https://rt-wiki.bestpractical.com/wiki/RTAddressRegexp . Due to the randomness of the email formats and the quantity of queues, I couldn't write a simple regular expression so I have a somewhat large one: Set($RTAddressRegexp, '(local-part1 at domain1\.tld)| (local-part2 at domain2\.tld)| (local-part3 at domain3\.tld)| : : (local-partN at domainN\.tld)/xi'); However, when a queue is added as a CC, it still gets added & a user created. When I use https://regex101.com/ , the matching works. Can I not do multi-line regexp in the SiteConfig file? I'm thinking this is something simple I'm overlooking. Thank you in advance. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Jan 10 15:37:18 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 10 Jan 2017 20:37:18 +0000 Subject: [rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp In-Reply-To: <87F81E27495DC8489147E34A4152E268A494BCCC@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A494BCCC@MailStore2010.ogp.qvii.com> Message-ID: <87F81E27495DC8489147E34A4152E268A494BCEC@MailStore2010.ogp.qvii.com> It is definitely the multiline expression. If I start bringing the lines together, then the "RTAddressRegexp option in the config doesn't match" errors start to go away. Will I just have to live with a really long line or is there a way to do multi-line regexp in the file? Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From: Cena, Stephen (ext. 300) Sent: Tuesday, January 10, 2017 3:26 PM To: 'rt-users at lists.bestpractical.com' Subject: Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp I received a request to 'auto CC' clients on tickers (as our customers are only allowed to interface via email). I enabled $ParseNewMessageForTicketCcs. We then started getting random RT Bounce messages, and upon investigating I found: https://rt-wiki.bestpractical.com/wiki/RTAddressRegexp . Due to the randomness of the email formats and the quantity of queues, I couldn't write a simple regular expression so I have a somewhat large one: Set($RTAddressRegexp, '(local-part1 at domain1\.tld)| (local-part2 at domain2\.tld)| (local-part3 at domain3\.tld)| : : (local-partN at domainN\.tld)/xi'); However, when a queue is added as a CC, it still gets added & a user created. When I use https://regex101.com/ , the matching works. Can I not do multi-line regexp in the SiteConfig file? I'm thinking this is something simple I'm overlooking. Thank you in advance. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at chmrr.net Tue Jan 10 20:21:43 2017 From: alex at chmrr.net (Alex Vandiver) Date: Tue, 10 Jan 2017 17:21:43 -0800 Subject: [rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp In-Reply-To: <87F81E27495DC8489147E34A4152E268A494BCCC@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A494BCCC@MailStore2010.ogp.qvii.com> Message-ID: <20170110172143.239646fe@thraddash.chmrr.net> On Tue, 10 Jan 2017 20:26:05 +0000 "Cena, Stephen (ext. 300)" wrote: > Set($RTAddressRegexp, '(local-part1 at domain1\.tld)| > (local-part2 at domain2\.tld)| > (local-part3 at domain3\.tld)| > : > : > (local-partN at domainN\.tld)/xi'); If you want to use the /x modifier, provide a regular expression object, not a string: Set($RTAddressRegexp, qr/ (local-part1 at domain1\.tld)| (local-part2 at domain2\.tld)| (local-part3 at domain3\.tld)| : : (local-partN at domainN\.tld) /xi ); Tangentially, the inner grouping ()s are not necessary here, but you will want to anchor the regular expression to the start and end of what it's matching. And you'll need to escape the "@" signs: Set($RTAddressRegexp, qr/ ^ ( local-part1\@domain1\.tld | local-part2\@domain2\.tld | local-part3\@domain3\.tld | : | : | local-partN\@domainN\.tld ) $ /xi ); - Alex From bchambers at ambertech.com.au Tue Jan 10 22:53:02 2017 From: bchambers at ambertech.com.au (Brett Chambers) Date: Wed, 11 Jan 2017 14:53:02 +1100 Subject: [rt-users] HTML/Rich Text Article Entries? In-Reply-To: <059b01d26b7c$322be560$9683b020$@scentral.k12.in.us> References: <059b01d26b7c$322be560$9683b020$@scentral.k12.in.us> Message-ID: <01f601d26bbe$3559c6c0$a00d5440$@ambertech.com.au> So this https://rt-wiki.bestpractical.com/wiki/Rich_Text_Custom_Fields doesn?t work in RT 4.4? From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Lush Sent: Wednesday, 11 January 2017 7:01 AM To: 'rt-users' Subject: [rt-users] HTML/Rich Text Article Entries? Is there a way I can modify Articles? configuration so that they may feature HTML/Rich-Text/Images, same as tickets? It seems custom fields is the ticket, but all Wiki articles I?ve scoured on the subject wind up breaking RT . I?m running RT 4.4 on an Ubuntu 16.10 box. Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aniket.tripathy at gmail.com Wed Jan 11 05:47:54 2017 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Wed, 11 Jan 2017 16:17:54 +0530 Subject: [rt-users] Not able to create external users with external auth Message-ID: hello, We are using RT 4.4 and using the external authentication mechanism from a remote DB to authenticate the user. To enable others to create ticket we have enabled *AutoCreateNonExternalUsers*. But any mails from outside gets the response. *"You do not have permission to communicate with RT".* Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($AutoCreateNonExternalUsers, 1); Set( $ExternalAuthPriority, ["My_SSO_Cookie"] ); Set( $ExternalInfoPriority, ["My_MySQL"] ); Set($AutoCreateNonExternalUsers, 1); At the queue level, I have given everyone the right to create and reply to tickets. The logs are like: [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: rtUserName Value: No User Found in External Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400) [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: emailId Value: No User Found in External Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400) [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: , Name: , Privileged: , RealName: (/opt/rt4/sbin/../lib/RT/User.pm:812) [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value $email in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm line 680. (/opt/rt4/sbin/../lib/RT/User.pm:680) [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value $args{"Name"} in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User.pm:143) [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value $args{"EmailAddress"} in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User.pm:143) [11230] [Wed Jan 11 16:07:13 2017] [critical]: Failed to create user : Must specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/User.pm:546) [11230] [Wed Jan 11 16:07:13 2017] [crit]: Permission Denied: You do not have permission to communicate with RT (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:697) Am I missing any configuration at my end? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From claudeduma at gmail.com Wed Jan 11 05:52:54 2017 From: claudeduma at gmail.com (Claude EDUMA) Date: Wed, 11 Jan 2017 11:52:54 +0100 Subject: [rt-users] Not able to create external users with external auth In-Reply-To: References: Message-ID: Hi Aniket, You must configure "queue everyone privilege" to permit them to create ticket. Thank you. 2017-01-11 11:47 GMT+01:00 aniket tripathy : > hello, > > We are using RT 4.4 and using the external authentication mechanism from a > remote DB to authenticate the user. To enable others to create ticket we > have enabled *AutoCreateNonExternalUsers*. But any mails from outside > gets the response. > > *"You do not have permission to communicate with RT".* > > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); > Set($AutoCreateNonExternalUsers, 1); > Set( $ExternalAuthPriority, ["My_SSO_Cookie"] ); > Set( $ExternalInfoPriority, ["My_MySQL"] ); > Set($AutoCreateNonExternalUsers, 1); > > At the queue level, I have given everyone the right to create and reply > to tickets. > > The logs are like: > > [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo > INFO CHECK FAILED Key: rtUserName Value: No User Found in > External Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm: > 400) > [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo > INFO CHECK FAILED Key: emailId Value: No User Found in External > Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400) > [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::User:: > CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated on > ticket submission, Disabled: , EmailAddress: , Name: , Privileged: , > RealName: (/opt/rt4/sbin/../lib/RT/User.pm:812) > [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value > $email in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm > line 680. (/opt/rt4/sbin/../lib/RT/User.pm:680) > [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value > $args{"Name"} in concatenation (.) or string at > /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User. > pm:143) > [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value > $args{"EmailAddress"} in concatenation (.) or string at > /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User. > pm:143) > [11230] [Wed Jan 11 16:07:13 2017] [critical]: Failed to create user > : Must specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/User. > pm:546) > [11230] [Wed Jan 11 16:07:13 2017] [crit]: Permission Denied: You do not > have permission to communicate with RT (/opt/rt4/sbin/../lib/RT/ > Interface/Email.pm:697) > > > Am I missing any configuration at my end? > > Thanks. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.hoertnagl at i-med.ac.at Wed Jan 11 09:11:26 2017 From: michael.hoertnagl at i-med.ac.at (Michael Hoertnagl) Date: Wed, 11 Jan 2017 15:11:26 +0100 Subject: [rt-users] assets: bulk updating a custom field value fails Message-ID: <2a6eaee7-970e-6a65-5996-3fc477b540b6@i-med.ac.at> Hello! We are using rt4.4.1 with the now build-in Assets. When bulk-updating a custom field value for 2 Assets the following Error is logged and the update fails: [27811] [Wed Jan 11 13:35:52 2017] [warning]: Use of uninitialized value $1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3164. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3164) [27811] [Wed Jan 11 13:35:52 2017] [error]: Can't call method "new" without a package or object reference at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099] [/opt/rt4/share/html/Asset/Search/Bulk.html:183] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375] This only happens for custom fields. Bulk updating a 'Basics' Field works as expected. Is this due to https://issues.bestpractical.com/Ticket/Display.html?id=15259 or someone got a hint for me what we messed up here? Thanks! -- Michael Hoertnagl Systemadministrator Medizinische Universit?t Innsbruck Abteilung IKT - Team Server & Storage Tel: +43 (0)512 9003 71026 michael.hoertnagl at i-med.ac.at https://www.i-med.ac.at/itservices/ From ahall at autodist.com Wed Jan 11 09:33:57 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 11 Jan 2017 09:33:57 -0500 Subject: [rt-users] Warning users before creating new ticket? Message-ID: Hi all, Someone just asked me if I could add a feature to our RT installation, but I don't know how to go about it. In our customer service queue, we have a custom field for the order number to which the ticket refers. Sometimes, two different reps will start working on the same order without realizing it, thus making the CF the same order number for two tickets. The feature I'm being asked about is a check for other tickets that have that same order number; if any exist, the user gets a warning and can cancel their ticket. They are also told who owns the original ticket. I can see two pieces to this, and how to do them both. The lookup happens in a script tied to ticket creation, and the warning is custom JavaScript that simply pops up a confirm prompt. But how to put these two together is where I'm stuck. How would the results of the script's search get back to Javascript, and how would OK/Cancel in the JS confirm box get back to the script? Alternatively, does something like this already exist that I just don't know about? Thanks for any ideas on this. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Wed Jan 11 09:36:19 2017 From: pavneet_arora at waroc.com (pavneet_arora at waroc.com) Date: Wed, 11 Jan 2017 09:36:19 -0500 Subject: [rt-users] unsubscribe Message-ID: <20170111143621.3EEDF86C0E2@charkha.pavastupa.com> Sent from Mail for Windows 10 -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Wed Jan 11 10:06:19 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 11 Jan 2017 15:06:19 +0000 Subject: [rt-users] assets: bulk updating a custom field value fails In-Reply-To: <2a6eaee7-970e-6a65-5996-3fc477b540b6@i-med.ac.at> References: <2a6eaee7-970e-6a65-5996-3fc477b540b6@i-med.ac.at> Message-ID: <4947e68dbe9e5539b7ecf1c2476c5762@mail.greenhills-it.co.uk> Hi Michael, Line 183 of /opt/rt4/share/html/Asset/Search/Bulk.html seems to be the problem, if you comment it out the bulk update works. # push @tmp_res, ProcessObjectCustomFieldUpdates( Object => $asset, ARGSRef => \%ARGS ); I'm suspect that line 183 shouldn't be here as the customfields are updated at line line 185 push @tmp_res, ProcessRecordBulkCustomFields( RecordObj => $asset, ARGSRef => \%ARGS ); Best Regards Martin On 2017-01-11 14:11, Michael Hoertnagl wrote: > Hello! > > We are using rt4.4.1 with the now build-in Assets. When bulk-updating a > custom field value for 2 Assets the following Error is logged and the > update fails: > > [27811] [Wed Jan 11 13:35:52 2017] [warning]: Use of uninitialized > value > $1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 3164. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3164) > [27811] [Wed Jan 11 13:35:52 2017] [error]: Can't call method "new" > without a package or object reference at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099. > > Stack: > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099] > [/opt/rt4/share/html/Asset/Search/Bulk.html:183] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375] > > This only happens for custom fields. Bulk updating a 'Basics' Field > works as expected. > > Is this due to > https://issues.bestpractical.com/Ticket/Display.html?id=15259 or > someone > got a hint for me what we messed up here? > > Thanks! From fmeehan at vuwall.com Wed Jan 11 15:17:53 2017 From: fmeehan at vuwall.com (=?UTF-8?Q?Fran=C3=A7ois_Meehan?=) Date: Wed, 11 Jan 2017 15:17:53 -0500 Subject: [rt-users] Problem with index Message-ID: Hi, We are using RT 4.2.12. We noticed that the indexation stopped working. When trying to run the indexer manually, I would get: [11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer line 216. (/opt/rt4/sbin/rt-fulltext-indexer:216) [11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer line 222. (/opt/rt4/sbin/rt-fulltext-indexer:222) [11238] [Wed Jan 11 19:53:56 2017] [critical]: Attachment 32267 cannot be indexed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer line 254. (/opt/rt4/sbin/../lib/RT.pm:389) Attachment 32267 cannot be indexed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer line 254. I re-ran the command by limiting the number of transaction: /opt/rt4/sbin/rt-fulltext-indexer --limit 2 That ran without error and now running the command without --limit parameter also runs with no errors. Unfortunately the index is not working either. Is there a way to delete and recreate the index? Or is it something else I should try? Thanks in advance, -- *Fran?ois MEEHAN* IT Administrator | Administrateur TI *VuWall Technology, Inc.* *Tel:* +1 514-505-4436 *Skype:* VuWall-Support *Visit us at ISE 2017, Booth: 11-R146, February 7-10.Get your free invite here using code: 915647 * -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at chmrr.net Thu Jan 12 01:45:41 2017 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 12 Jan 2017 01:45:41 -0500 Subject: [rt-users] Problem with index In-Reply-To: References: Message-ID: <20170112014541.0449bd1c@thraddash.chmrr.net> On Wed, 11 Jan 2017 15:17:53 -0500 Fran?ois Meehan wrote: > We are using RT 4.2.12. We noticed that the indexation stopped working. > When trying to run the indexer manually, I would get: > > [11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute > failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer > line 216. (/opt/rt4/sbin/rt-fulltext-indexer:216) > [11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute > failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer > line 222. (/opt/rt4/sbin/rt-fulltext-indexer:222) > [11238] [Wed Jan 11 19:53:56 2017] [critical]: Attachment 32267 cannot be > indexed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer > line 254. (/opt/rt4/sbin/../lib/RT.pm:389) > Attachment 32267 cannot be indexed: MySQL server has gone away at > /opt/rt4/sbin/rt-fulltext-indexer line 254. This is likely due to a too-low `max_allowed_packet` in your MySQL configuration. Try bumping it higher and re-running the indexer. - Alex From michael.hoertnagl at i-med.ac.at Thu Jan 12 03:03:17 2017 From: michael.hoertnagl at i-med.ac.at (Michael Hoertnagl) Date: Thu, 12 Jan 2017 09:03:17 +0100 Subject: [rt-users] assets: bulk updating a custom field value fails In-Reply-To: <4947e68dbe9e5539b7ecf1c2476c5762@mail.greenhills-it.co.uk> References: <2a6eaee7-970e-6a65-5996-3fc477b540b6@i-med.ac.at> <4947e68dbe9e5539b7ecf1c2476c5762@mail.greenhills-it.co.uk> Message-ID: <4655572d-5042-518f-4bfb-34703e660332@i-med.ac.at> Hi Martin On 2017-01-11 16:06, Martin Wheldon wrote: > Line 183 of /opt/rt4/share/html/Asset/Search/Bulk.html seems to be the > problem, if you comment it out the bulk update works. Yes this fixes the issue for us. Thanks for your help. Cheers, Michael From alush at scentral.k12.in.us Thu Jan 12 09:15:08 2017 From: alush at scentral.k12.in.us (Aaron Lush) Date: Thu, 12 Jan 2017 08:15:08 -0600 Subject: [rt-users] HTML/Rich Text Article Entries? In-Reply-To: <01f601d26bbe$3559c6c0$a00d5440$@ambertech.com.au> References: <059b01d26b7c$322be560$9683b020$@scentral.k12.in.us> <01f601d26bbe$3559c6c0$a00d5440$@ambertech.com.au> Message-ID: <077701d26cde$4804cf60$d80e6e20$@scentral.k12.in.us> Don?t rule out that I did something incorrectly, but, no, this did nothing to the Article WikiText Custom Field. I followed everything listed under ?Convert Wiki Text CF into a Rich Text CF.? On a sidenote, the thing that I thought funny is the code ?%# --- Wiki Text Area ==> Rich Text Area ---.? Doesn?t the hash mark after the percent sign indicate a comment and to bypass the code? Granted, I?m no PERL programmer, so keep that in mind . Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brett Chambers Sent: Tuesday, January 10, 2017 9:53 PM To: 'rt-users' Subject: Re: [rt-users] HTML/Rich Text Article Entries? So this https://rt-wiki.bestpractical.com/wiki/Rich_Text_Custom_Fields doesn?t work in RT 4.4? From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Lush Sent: Wednesday, 11 January 2017 7:01 AM To: 'rt-users' > Subject: [rt-users] HTML/Rich Text Article Entries? Is there a way I can modify Articles? configuration so that they may feature HTML/Rich-Text/Images, same as tickets? It seems custom fields is the ticket, but all Wiki articles I?ve scoured on the subject wind up breaking RT . I?m running RT 4.4 on an Ubuntu 16.10 box. Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies. -- Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pvz at itassistans.se Thu Jan 12 06:19:14 2017 From: pvz at itassistans.se (Per von Zweigbergk) Date: Thu, 12 Jan 2017 11:19:14 +0000 Subject: [rt-users] Custom fields in ticket transactions without any comment/correspondence text Message-ID: It seems it's possible to perform a transaction that does not contain any comment or correspondence text. For example, you might change the current state of the ticket, update time worked, change requestors, etc. I think even changing custom fields on a ticket might be possible. However, it seems functionality on custom fields on the transactions themselves is a bit limited. If I try for example making a transaction with an empty comment, where I update time worked, and also set a custom field, that does not seem to be reflected in the history. If I do it with a comment however, it seems to work fine. Am I doing something wrong, or is this just a bit of functionality that's not quite there? From SJC at qvii.com Thu Jan 12 12:01:51 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 12 Jan 2017 17:01:51 +0000 Subject: [rt-users] . Re: Queue still being CC'ed with $ParseNewMessageForTicketCcs Message-ID: <87F81E27495DC8489147E34A4152E268A494DFFD@MailStore2010.ogp.qvii.com> That has solved it. Thank you! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com )" If you want to use the /x modifier, provide a regular expression object, not a string: Set($RTAddressRegexp, qr/ (local-part1 at domain1\.tld)| (local-part2 at domain2\.tld)| (local-part3 at domain3\.tld)| : : (local-partN at domainN\.tld) /xi ); Tangentially, the inner grouping ()s are not necessary here, but you will want to anchor the regular expression to the start and end of what it's matching. And you'll need to escape the "@" signs: Set($RTAddressRegexp, qr/ ^ ( local-part1\@domain1\.tld | local-part2\@domain2\.tld | local-part3\@domain3\.tld | : | : | local-partN\@domainN\.tld ) $ /xi ); - Alex From aniket.tripathy at gmail.com Fri Jan 13 02:47:14 2017 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Fri, 13 Jan 2017 13:17:14 +0530 Subject: [rt-users] Not able to create external users with external auth In-Reply-To: References: Message-ID: Thanks Claude. We had the permissions configured to allow *everyone to raise ticket*. Where we went wrong was in the attr_match_list, for configuring the external-auth, we were giving the RealName as well. Commenting it out worked. Referred: http://requesttracker.8502.n7.nabble.com/username-same-but-realname-and-email-is-different-for-existing-user-compare-to-ldap-attribute-causedd-td7105.html -Aniket On Wed, Jan 11, 2017 at 4:22 PM, Claude EDUMA wrote: > Hi Aniket, > > You must configure "queue everyone privilege" to permit them to create > ticket. > > Thank you. > > 2017-01-11 11:47 GMT+01:00 aniket tripathy : > >> hello, >> >> We are using RT 4.4 and using the external authentication mechanism from >> a remote DB to authenticate the user. To enable others to create ticket we >> have enabled *AutoCreateNonExternalUsers*. But any mails from outside >> gets the response. >> >> *"You do not have permission to communicate with RT".* >> >> Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); >> Set($AutoCreateNonExternalUsers, 1); >> Set( $ExternalAuthPriority, ["My_SSO_Cookie"] ); >> Set( $ExternalInfoPriority, ["My_MySQL"] ); >> Set($AutoCreateNonExternalUsers, 1); >> >> At the queue level, I have given everyone the right to create and reply >> to tickets. >> >> The logs are like: >> >> [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo >> INFO CHECK FAILED Key: rtUserName Value: No User Found in >> External Database! (/opt/rt4/sbin/../lib/RT/Authe >> n/ExternalAuth/DBI.pm:400) >> [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo >> INFO CHECK FAILED Key: emailId Value: No User Found in External >> Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400) >> [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth >> returning Comments: Autocreated on ticket submission, Disabled: , >> EmailAddress: , Name: , Privileged: , RealName: >> (/opt/rt4/sbin/../lib/RT/User.pm:812) >> [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value >> $email in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm >> line 680. (/opt/rt4/sbin/../lib/RT/User.pm:680) >> [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value >> $args{"Name"} in concatenation (.) or string at >> /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User. >> pm:143) >> [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value >> $args{"EmailAddress"} in concatenation (.) or string at >> /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User. >> pm:143) >> [11230] [Wed Jan 11 16:07:13 2017] [critical]: Failed to create user >> : Must specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/User. >> pm:546) >> [11230] [Wed Jan 11 16:07:13 2017] [crit]: Permission Denied: You do not >> have permission to communicate with RT (/opt/rt4/sbin/../lib/RT/Inter >> face/Email.pm:697) >> >> >> Am I missing any configuration at my end? >> >> Thanks. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jueneman at CeBiTec.Uni-Bielefeld.de Fri Jan 13 09:34:43 2017 From: jueneman at CeBiTec.Uni-Bielefeld.de (Sebastian Juenemann) Date: Fri, 13 Jan 2017 15:34:43 +0100 Subject: [rt-users] queue change still triggers old queue's scrips Message-ID: <3de02a9f-bdfb-7b0d-dd51-7ca26c7738ba@CeBiTec.Uni-Bielefeld.de> Hi List, I hope you can help me on this topic since the online documentation won't me bring any further. So in order to deal with our spam I've done the following: 1) added a new spam queue 2) created a new global scrip (according to the spamfilter 1b solution provided here: https://rt-wiki.bestpractical.com/wiki/SpamFiltering) 3) set the order of the scrips so that this new scrip is executed first 4) overwritten all global templates with empty ones in the spam queue (so that in any case a global scrip still triggers here now mail is actually send out) What happens is that the spam scrip successfully re-queues all spam to the spam queue _but_ after that still an email is sent to all of our AdminCC's according to a global scrip which enforces this: The scrip order is the following 24 0 On Creat Check Spamassasin score and move to SPAM queue when exceeding threshold User Defined User Defined Blank Enabled ... 8 On Create Notify Owner and AdminCcs On Create Notify Owner and AdminCcs Transaction in HTML Enabled 9 On Create Notify Ccs On Create Notify Ccs Correspondence in HTML Enabled 10 On Create Notify Other Recipients On Create Notify Other Recipients Correspondence in HTML Enabled ... I don't quite understand this. I thought that the scrips are executed in the order I define. But it seems like all scrips that meet the condition on the Transaction type (in this case "Create") are marked for execution and then processed in the given order. This would mean that there are only two ways I can prevent further scrips from triggering/doing their job after the detection of spam by a) either modifying all global scrips or b) achieve that after the queue change the ticket/transaction itself if invalid somehow (so that consecutive scrips won't be able to do anything meaningful anymore). As I don't want to alter our global scrips (they are global and and easy for some reason) I would like to know how I can achieve solution b? It should be able that after the queue change to the SPAM queue any "on create" triggering scrip "fails" - but I don't know how. Many thanks in advance, - Sebastian From tjg at ucsc.edu Fri Jan 13 13:25:36 2017 From: tjg at ucsc.edu (Tim Gustafson) Date: Fri, 13 Jan 2017 10:25:36 -0800 Subject: [rt-users] Permissions for Queue Admins Message-ID: Hi, Our RT installation has recently had a large influx of new queues and groups, and I'd like to delegate some of the day-to-day maintenance of things to certain people within those groups so that I'm not doing data entry for everyone. For each logical group of folks, I've created an "Admins" group, for example: "Engineering RT Admins", "Humanities RT Admins" and so on. In global rights, I've given that group access to "Show Admin Menu", "View Scrips" and "View Scrip Templates" and "Allow writing Perl code in templates, scrips, etc". For each engineering queue, I've given that group full control - all boxes are checked in the queue configuration under "group rights" for that queue, primarily so they can modify their scrips and templates. For each engineering group, I've given that group full control as well, so that they can add and remove members as needed. My question has a few parts: 1. Are there any other "global" rights that I should be assigning these folks? Are there any dangers/pitfalls to consider in this kind of configuration? 2. Is there any way to trim down the "Admin" menu so that it only shows things that the person has access to? 3. On the admin pages that list groups and queues, the system paginates as though the user can see all 100 or so queues and groups, but they have to go to page 3 to get see their queues/groups; pages 1 and 2 show up in the pager, but have no content, as the users don't have access to queues/groups displayed on those pages. Can this be cleaned up so that the system only paginates for the queues and groups that the user has access to? 4. Is it possible to give someone the ability to edit a queue's scrips and templates without also allowing them to edit everything else about the queue? Changing queue names breaks our sendmail configuration, so I'd like to prevent them from doing that if at all possible. 5. Is there anything else I should be tracking while delegating this sort of access to other folks? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From barton at bywatersolutions.com Fri Jan 13 15:07:07 2017 From: barton at bywatersolutions.com (Barton Chittenden) Date: Fri, 13 Jan 2017 15:07:07 -0500 Subject: [rt-users] TicketSQL -- how to search for a member of a group? Message-ID: My question touches on some issues that are similar to "Search for open tickets last updated by requestor" (https://lists.gt.net/rt/users/51042) I have a search set up for closed bugs updated within the last day, where the update is not by the current user: Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND LastUpdated > '1 day ago' AND Status != 'new' AND Status != 'open' AND Status != 'onhold' AND Status != 'needsinfo' We have this as part of a dashboard that's sent daily to staff -- we want to alert the staff of any closed tickets that some requester has touched. That's all well and good, but there are times when tickets get mass-updated by members of our staff, and because that staff member is not __CurrentUser__, we get spammed by those. We do have a group called 'Staff', so I should be able to do something like this: Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND LastUpdatedBy IS NOT A MEMBER OF STAFF AND LastUpdated > '1 day ago' AND Status != 'new' AND Status != 'open' AND Status != 'onhold' AND Status != 'needsinfo' ... I just need to know how to express " IS NOT A MEMBER OF STAFF" as TicketSQL. ... this was touched upon as a possible solution for "Search for open tickets last updated by requestor", but the syntax wasn't given. Thanks, --Barton -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin at uanet.se Sat Jan 14 17:10:22 2017 From: martin at uanet.se (Martin Petersson) Date: Sat, 14 Jan 2017 22:10:22 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created Message-ID: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> Hello, Somehow i get the auto reply ticket that the customer receive. And then when i reply to the ticket it creates a new ticket, whats wrong? I have Ubuntu latest OS and RT 4.4.1 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From ahall at autodist.com Mon Jan 16 09:00:31 2017 From: ahall at autodist.com (Alex Hall) Date: Mon, 16 Jan 2017 09:00:31 -0500 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> Message-ID: My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp? On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson wrote: > Hello, > > Somehow i get the auto reply ticket that the customer receive. > And then when i reply to the ticket it creates a new ticket, whats wrong? > > I have Ubuntu latest OS and RT 4.4.1 > > > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > > > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: not available URL: From ahall at autodist.com Mon Jan 16 09:18:01 2017 From: ahall at autodist.com (Alex Hall) Date: Mon, 16 Jan 2017 09:18:01 -0500 Subject: [rt-users] Limiting rt-crontool notifications to every n days? Message-ID: Hi all, RT is sending out notifications for old tickets just like we want it to. If a ticket hasn't been updated in seven days and the status is open or new, the owner gets an email every weekday until the ticket is updated. What I'd like to do, though, is have a way of changing that "every weekday" bit for stalled tickets. Instead of warning users every weekday about tickets that are stalled and haven't been touched in a while, I'd like to warn them once or twice a week. I can't run the cron job that seldom, though, or a ticket could go days longer than it should without being picked up. Is there any way to only send an email to a user if the system has not emailed them in N days? I could add a column to the Tickets table for this, or add a new table, but I always like to stay clear of database schema modifications if I can. Besides, I don't know how to interface with a custom table using RT SQL. Is there any way of doing this? I wouldn't mind lowering active ticket warnings to every other day as well, if I could, so this would help multiple places. Thanks for any thoughts. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Jan 16 09:19:39 2017 From: ahall at autodist.com (Alex Hall) Date: Mon, 16 Jan 2017 09:19:39 -0500 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> Message-ID: Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with. On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson wrote: > Hello, > > Thank you for your answer. > Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? > > I have renamed the RT site, could that cause anything? > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > > > > 16 jan. 2017 kl. 15:00 skrev Alex Hall : > > My first thought is that you've modified your $EmailSubjectTagRegex > setting. If you have, there may be a mistake in that which is causing a > problem. If you have changed it, can you give us its current value? Or > disable the change and see if replies start working correctly, then debug > the regexp? > > On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson wrote: > >> Hello, >> >> Somehow i get the auto reply ticket that the customer receive. >> And then when i reply to the ticket it creates a new ticket, whats wrong? >> >> I have Ubuntu latest OS and RT 4.4.1 >> >> >> >> >> *Martin Petersson* >> *IT-Konsult* >> >> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se >> Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 >> >> >> >> >> >> > > > -- > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: not available URL: From martin at uanet.se Mon Jan 16 09:25:13 2017 From: martin at uanet.se (Martin Petersson) Date: Mon, 16 Jan 2017 14:25:13 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> Message-ID: <99A76B63-3A95-485C-8B4F-0FA512BFD837@uanet.se> Yes here it is: I have no files in RT_SiteConfig.d/ # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # If this file includes non-ASCII characters, it must be encoded in # UTF-8. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this command: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. # # You may also split settings into separate files under the etc/RT_SiteConfig.d/ # directory. All files ending in ".pm" will be parsed, in alphabetical order, # after this file is loaded. Set( $rtname, 'uanet.se'); Set( $Organization, 'uanet.se'); Set( $Timezone, 'Europe/Stockholm'); Set( $WebDomain, 'help.uanet.se'); Set( $WebPort, 443); Set( $WebPath, ''); Set( $DatabasePassword, ?secret'); Set($CorrespondAddress , ?support at uanet.se'); Set($CommentAddress , 'support-comment at uanet.se'); Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 helpdesk.uanet.se:80)); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them: # Plugin( "RT::Authen::ExternalAuth" ); #Plugin('RT::Extension::SLA'); #Plugin('RT::Extension::CommandByMail'); #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); 1; Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] 16 jan. 2017 kl. 15:19 skrev Alex Hall >: Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with. On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson > wrote: Hello, Thank you for your answer. Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? I have renamed the RT site, could that cause anything? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 16 jan. 2017 kl. 15:00 skrev Alex Hall >: My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp? On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson > wrote: Hello, Somehow i get the auto reply ticket that the customer receive. And then when i reply to the ticket it creates a new ticket, whats wrong? I have Ubuntu latest OS and RT 4.4.1 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From ahall at autodist.com Mon Jan 16 10:03:35 2017 From: ahall at autodist.com (Alex Hall) Date: Mon, 16 Jan 2017 10:03:35 -0500 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: <99A76B63-3A95-485C-8B4F-0FA512BFD837@uanet.se> References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> <99A76B63-3A95-485C-8B4F-0FA512BFD837@uanet.se> Message-ID: That looks fine to me, though I'm no expert. I definitely don't see anything that would cause email replies to turn into new tickets. My only other idea is a rights problem, but I don't know RT well enough to know if it's even possible. My thought is that the users emailing replies don't have permission to comment or correspond on the tickets in question, so RT is making new tickets instead. But again, I don't know RT enough to say whether it would do that or not. It's just a thought. Still, it might be worth checking the rights, unless and until someone with more experience can help. On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson wrote: > Yes here it is: > I have no files in RT_SiteConfig.d/ > > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # If this file includes non-ASCII characters, it must be encoded in > # UTF-8. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this command: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > # > # You must restart your webserver after making changes to this file. > # > > # You may also split settings into separate files under the > etc/RT_SiteConfig.d/ > # directory. All files ending in ".pm" will be parsed, in alphabetical > order, > # after this file is loaded. > > Set( $rtname, 'uanet.se'); > Set( $Organization, 'uanet.se'); > Set( $Timezone, 'Europe/Stockholm'); > Set( $WebDomain, 'help.uanet.se'); > Set( $WebPort, 443); > Set( $WebPath, ''); > Set( $DatabasePassword, ?secret'); > Set($CorrespondAddress , ?support at uanet.se'); > Set($CommentAddress , 'support-comment at uanet.se'); > Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 helpdesk.uanet.se:80)); > # You must install Plugins on your own, this is only an example > # of the correct syntax to use when activating them: > # Plugin( "RT::Authen::ExternalAuth" ); > #Plugin('RT::Extension::SLA'); > #Plugin('RT::Extension::CommandByMail'); > #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); > 1; > > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > > > > 16 jan. 2017 kl. 15:19 skrev Alex Hall : > > Yes, the regexp would be in there if you've modified it. Can you just post > your entire RT_SiteConfig.pm file (or files if you're using files inside > RT_SiteConfig.d)? That might be the best way for us to see what you're > working with. > > On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson wrote: > >> Hello, >> >> Thank you for your answer. >> Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? >> >> I have renamed the RT site, could that cause anything? >> >> >> *Martin Petersson* >> *IT-Konsult* >> >> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se >> Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 >> >> >> >> >> >> 16 jan. 2017 kl. 15:00 skrev Alex Hall : >> >> My first thought is that you've modified your $EmailSubjectTagRegex >> setting. If you have, there may be a mistake in that which is causing a >> problem. If you have changed it, can you give us its current value? Or >> disable the change and see if replies start working correctly, then debug >> the regexp? >> >> On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson >> wrote: >> >>> Hello, >>> >>> Somehow i get the auto reply ticket that the customer receive. >>> And then when i reply to the ticket it creates a new ticket, whats wrong? >>> >>> I have Ubuntu latest OS and RT 4.4.1 >>> >>> >>> >>> >>> *Martin Petersson* >>> *IT-Konsult* >>> >>> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se >>> Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 >>> >>> >>> >>> >>> >>> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> >> > > > -- > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: not available URL: From bchambers at ambertech.com.au Mon Jan 16 19:20:56 2017 From: bchambers at ambertech.com.au (Brett Chambers) Date: Tue, 17 Jan 2017 11:20:56 +1100 Subject: [rt-users] HTML/Rich Text Article Entries? In-Reply-To: <077701d26cde$4804cf60$d80e6e20$@scentral.k12.in.us> References: <059b01d26b7c$322be560$9683b020$@scentral.k12.in.us> <01f601d26bbe$3559c6c0$a00d5440$@ambertech.com.au> <077701d26cde$4804cf60$d80e6e20$@scentral.k12.in.us> Message-ID: <054101d27057$921a79c0$b64f6d40$@ambertech.com.au> Hi, I was just asking because I was interested in upgrading to 4.4 ? I?ll need to investigate that carefully on a test system by the sounds of it as am using that in 4.2. The # char at the beginning of a line is for comment (provided it?s not in the very first line http://people.cryst.bbk.ac.uk/~tickle/notes/comments.html), so that code is valid and not a comment. Regards, Brett From: Aaron Lush [mailto:alush at scentral.k12.in.us] Sent: Friday, 13 January 2017 1:15 AM To: 'Brett Chambers' ; 'rt-users' Subject: RE: [rt-users] HTML/Rich Text Article Entries? Don?t rule out that I did something incorrectly, but, no, this did nothing to the Article WikiText Custom Field. I followed everything listed under ?Convert Wiki Text CF into a Rich Text CF.? On a sidenote, the thing that I thought funny is the code ?%# --- Wiki Text Area ==> Rich Text Area ---.? Doesn?t the hash mark after the percent sign indicate a comment and to bypass the code? Granted, I?m no PERL programmer, so keep that in mind . Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brett Chambers Sent: Tuesday, January 10, 2017 9:53 PM To: 'rt-users' > Subject: Re: [rt-users] HTML/Rich Text Article Entries? So this https://rt-wiki.bestpractical.com/wiki/Rich_Text_Custom_Fields doesn?t work in RT 4.4? From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Lush Sent: Wednesday, 11 January 2017 7:01 AM To: 'rt-users' > Subject: [rt-users] HTML/Rich Text Article Entries? Is there a way I can modify Articles? configuration so that they may feature HTML/Rich-Text/Images, same as tickets? It seems custom fields is the ticket, but all Wiki articles I?ve scoured on the subject wind up breaking RT . I?m running RT 4.4 on an Ubuntu 16.10 box. Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies. Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin at uanet.se Mon Jan 16 09:15:20 2017 From: martin at uanet.se (Martin Petersson) Date: Mon, 16 Jan 2017 14:15:20 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> Message-ID: <485943DB-4448-45BA-82F2-8DDDE4F6904F@uanet.se> Hello Kenneth Thank you so much for sending me your eBooks, i didn?t expect that, but thank you :) I don?t think the problem is the reply all from email. We always use reply and not reply all when replying from an email. When i reply to a new ticket from email it looks like this: Re: [Uanet ?rende nr. #34] Test 2 It adds Re: at the beginning but thats ok, right. And when i receive my answer from RT it looks like this: [Uanet ?rende nr. #35] AutoReply: Re: [Uanet ?rende nr. #34] Test 2 Never seen autoreply in the subject? And here is how it look in RT GUI [cid:A1F056B1-EB54-4096-8BE5-A6CC5339F925 at uanet.local] This is the second Request Tracker i setup on our firm. The old one has almost the same settings and it works perfectly on that. Thankful for your help! Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] 15 jan. 2017 kl. 21:45 skrev Kenneth Crocker >: Martin, You probably used the "Reply All" option , which will do that. I'm attaching a document I created years ago to help me understand notifications, etc. I'm also including a TOC for an eBook I wrote entitled "Request Tracker for Beginners - A Topical Guide". It's on Amazon for only $9.99. Once you've read it, I'd be more than happy to answert any questions. Good Luck. Kenn On Sat, Jan 14, 2017 at 2:10 PM, Martin Petersson > wrote: Hello, Somehow i get the auto reply ticket that the customer receive. And then when i reply to the ticket it creates a new ticket, whats wrong? I have Ubuntu latest OS and RT 4.4.1 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Ska?rmavbild 2017-01-16 kl. 13.06.14.png Type: image/png Size: 32735 bytes Desc: Ska?rmavbild 2017-01-16 kl. 13.06.14.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From martin at uanet.se Mon Jan 16 09:14:25 2017 From: martin at uanet.se (Martin Petersson) Date: Mon, 16 Jan 2017 14:14:25 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> Message-ID: <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> Hello, Thank you for your answer. Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? I have renamed the RT site, could that cause anything? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] 16 jan. 2017 kl. 15:00 skrev Alex Hall >: My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp? On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson > wrote: Hello, Somehow i get the auto reply ticket that the customer receive. And then when i reply to the ticket it creates a new ticket, whats wrong? I have Ubuntu latest OS and RT 4.4.1 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From Vinzenz.Sinapius at tracetronic.de Tue Jan 17 04:23:05 2017 From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz) Date: Tue, 17 Jan 2017 09:23:05 +0000 Subject: [rt-users] REST-API crashes on history of long ticket with long format Message-ID: Hi everyone, I have a ticket with a long history and many merges, but it shows fine under /rt/Ticket/History.html?id=$ID. RT also gives me its history without problems when I use the REST-API with the short format /rt/REST/1.0/ticket/$ID/history -> RT/4.2.12 200 Ok # 642/642 (/total) [...] But when I use the long format /rt/REST/1.0/ticket/$ID/history?format=l the CPU usage on my RT process spikes and becomes unresponsive. Which leads to supervisord restarting the process after a while. Were on RT 4.2.12 and our stack is nginx -> nginx -> supervisord -> rt-server.fcgi -> postgresql It looks like a bug in RT to me, or could it be some misconfiguration on my part? Cheers, Vinzenz Vinzenz Sinapius Information Technology | Informationstechnik tracetronic GmbH Stuttgarter Str. 3 01189 DRESDEN GERMANY Phone: +49 351 205768-167 Fax: +49 351 205768-999 E-mail: vinzenz.sinapius at tracetronic.de Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Jan 17 11:17:23 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 17 Jan 2017 10:17:23 -0600 Subject: [rt-users] Limiting rt-crontool notifications to every n days? In-Reply-To: References: Message-ID: Hey Alex, On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall wrote: > Hi all, > RT is sending out notifications for old tickets just like we want it to. If > a ticket hasn't been updated in seven days and the status is open or new, > the owner gets an email every weekday until the ticket is updated. What I'd > like to do, though, is have a way of changing that "every weekday" bit for > stalled tickets. > > Instead of warning users every weekday about tickets that are stalled and > haven't been touched in a while, I'd like to warn them once or twice a week. > I can't run the cron job that seldom, though, or a ticket could go days > longer than it should without being picked up. Is there any way to only send > an email to a user if the system has not emailed them in N days? I could add > a column to the Tickets table for this, or add a new table, but I always > like to stay clear of database schema modifications if I can. Besides, I > don't know how to interface with a custom table using RT SQL. I wouldn't alter the schema. > Is there any way of doing this? You could use a custom field. Something like "Last Email Notification Sent At" or something equally verbose. ;) Then add that CF to your query about which tickets need to get email notifications. We do essentially what you are asking about. We leverage two things: 1. rt-crontool can take multiple --action arguments 2. A custom (but it could be "cored") scrip action. The scrip action is ModifyCustomField. Here is a link to it: http://lists.bestpractical.com/pipermail/rt-devel/2016-December/012601.html Here is one of our cron jobs that keeps track of when it sent an email and also sends the email: 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND Created <= "1 year ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL AND "CF.{Renewal Verified At}" <= "1 year ago" ) ) AND ( "CF.{Renewal Verification Sent At}" IS NULL OR "CF.{Renewal Verification Sent At}" <= "20 days ago" ) ' --transaction-type Create --transaction last --template "Access Request Renewal Verification" --action RT::Action::MailRequestors --action-arg "" --action RT::Action::ModifyCustomField --action-arg '{ "name": "Renewal Verification Sent At", "operation": "set", "value": "now" }' -m From martin at uanet.se Tue Jan 17 08:51:55 2017 From: martin at uanet.se (Martin Petersson) Date: Tue, 17 Jan 2017 13:51:55 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> <99A76B63-3A95-485C-8B4F-0FA512BFD837@uanet.se> Message-ID: Well i have looked at the rights. I have created a group called support and gave all the necessary access and for the group All in general rights i gave them access to everything, comment, register new tickets, create tickets and so on. Really strange, anyone have any more ideas? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] 16 jan. 2017 kl. 16:03 skrev Alex Hall >: That looks fine to me, though I'm no expert. I definitely don't see anything that would cause email replies to turn into new tickets. My only other idea is a rights problem, but I don't know RT well enough to know if it's even possible. My thought is that the users emailing replies don't have permission to comment or correspond on the tickets in question, so RT is making new tickets instead. But again, I don't know RT enough to say whether it would do that or not. It's just a thought. Still, it might be worth checking the rights, unless and until someone with more experience can help. On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson > wrote: Yes here it is: I have no files in RT_SiteConfig.d/ # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # If this file includes non-ASCII characters, it must be encoded in # UTF-8. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this command: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. # # You may also split settings into separate files under the etc/RT_SiteConfig.d/ # directory. All files ending in ".pm" will be parsed, in alphabetical order, # after this file is loaded. Set( $rtname, 'uanet.se'); Set( $Organization, 'uanet.se'); Set( $Timezone, 'Europe/Stockholm'); Set( $WebDomain, 'help.uanet.se'); Set( $WebPort, 443); Set( $WebPath, ''); Set( $DatabasePassword, ?secret'); Set($CorrespondAddress , ?support at uanet.se'); Set($CommentAddress , 'support-comment at uanet.se'); Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 helpdesk.uanet.se:80)); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them: # Plugin( "RT::Authen::ExternalAuth" ); #Plugin('RT::Extension::SLA'); #Plugin('RT::Extension::CommandByMail'); #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); 1; Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 16 jan. 2017 kl. 15:19 skrev Alex Hall >: Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with. On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson > wrote: Hello, Thank you for your answer. Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? I have renamed the RT site, could that cause anything? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 16 jan. 2017 kl. 15:00 skrev Alex Hall >: My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp? On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson > wrote: Hello, Somehow i get the auto reply ticket that the customer receive. And then when i reply to the ticket it creates a new ticket, whats wrong? I have Ubuntu latest OS and RT 4.4.1 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From ahall at autodist.com Tue Jan 17 14:24:44 2017 From: ahall at autodist.com (Alex Hall) Date: Tue, 17 Jan 2017 14:24:44 -0500 Subject: [rt-users] Limiting rt-crontool notifications to every n days? In-Reply-To: References: Message-ID: Thank you, that looks like it'll work. Did your JSON-like syntax for updating fields ever make it into core for 4.4.1? I found the attachment in your linked message, but it's a bin file and I'm not sure what to do with it. On Tue, Jan 17, 2017 at 11:17 AM, Matt Zagrabelny wrote: > Hey Alex, > > On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall wrote: > > Hi all, > > RT is sending out notifications for old tickets just like we want it to. > If > > a ticket hasn't been updated in seven days and the status is open or new, > > the owner gets an email every weekday until the ticket is updated. What > I'd > > like to do, though, is have a way of changing that "every weekday" bit > for > > stalled tickets. > > > > Instead of warning users every weekday about tickets that are stalled and > > haven't been touched in a while, I'd like to warn them once or twice a > week. > > I can't run the cron job that seldom, though, or a ticket could go days > > longer than it should without being picked up. Is there any way to only > send > > an email to a user if the system has not emailed them in N days? I could > add > > a column to the Tickets table for this, or add a new table, but I always > > like to stay clear of database schema modifications if I can. Besides, I > > don't know how to interface with a custom table using RT SQL. > > I wouldn't alter the schema. > > > Is there any way of doing this? > > You could use a custom field. Something like "Last Email Notification > Sent At" or something equally verbose. ;) > > Then add that CF to your query about which tickets need to get email > notifications. > > We do essentially what you are asking about. We leverage two things: > > 1. rt-crontool can take multiple --action arguments > 2. A custom (but it could be "cored") scrip action. The scrip action > is ModifyCustomField. Here is a link to it: > > http://lists.bestpractical.com/pipermail/rt-devel/2016- > December/012601.html > > Here is one of our cron jobs that keeps track of when it sent an email > and also sends the email: > > 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search > RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND > Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND > Created <= "1 year ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL > AND "CF.{Renewal Verified At}" <= "1 year ago" ) ) AND ( "CF.{Renewal > Verification Sent At}" IS NULL OR "CF.{Renewal Verification Sent At}" > <= "20 days ago" ) ' --transaction-type Create --transaction last > --template "Access Request Renewal Verification" --action > RT::Action::MailRequestors --action-arg "" --action > RT::Action::ModifyCustomField --action-arg '{ "name": "Renewal > Verification Sent At", "operation": "set", "value": "now" }' > > -m > -- 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 Jan 17 14:27:57 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 17 Jan 2017 13:27:57 -0600 Subject: [rt-users] Limiting rt-crontool notifications to every n days? In-Reply-To: References: Message-ID: Just download the .bin and move it into /opt/rt4/lib/RT/Action/ModifyCustomField.pm -m On Tue, Jan 17, 2017 at 1:24 PM, Alex Hall wrote: > Thank you, that looks like it'll work. Did your JSON-like syntax for > updating fields ever make it into core for 4.4.1? I found the attachment in > your linked message, but it's a bin file and I'm not sure what to do with > it. > > On Tue, Jan 17, 2017 at 11:17 AM, Matt Zagrabelny > wrote: >> >> Hey Alex, >> >> On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall wrote: >> > Hi all, >> > RT is sending out notifications for old tickets just like we want it to. >> > If >> > a ticket hasn't been updated in seven days and the status is open or >> > new, >> > the owner gets an email every weekday until the ticket is updated. What >> > I'd >> > like to do, though, is have a way of changing that "every weekday" bit >> > for >> > stalled tickets. >> > >> > Instead of warning users every weekday about tickets that are stalled >> > and >> > haven't been touched in a while, I'd like to warn them once or twice a >> > week. >> > I can't run the cron job that seldom, though, or a ticket could go days >> > longer than it should without being picked up. Is there any way to only >> > send >> > an email to a user if the system has not emailed them in N days? I could >> > add >> > a column to the Tickets table for this, or add a new table, but I always >> > like to stay clear of database schema modifications if I can. Besides, I >> > don't know how to interface with a custom table using RT SQL. >> >> I wouldn't alter the schema. >> >> > Is there any way of doing this? >> >> You could use a custom field. Something like "Last Email Notification >> Sent At" or something equally verbose. ;) >> >> Then add that CF to your query about which tickets need to get email >> notifications. >> >> We do essentially what you are asking about. We leverage two things: >> >> 1. rt-crontool can take multiple --action arguments >> 2. A custom (but it could be "cored") scrip action. The scrip action >> is ModifyCustomField. Here is a link to it: >> >> >> http://lists.bestpractical.com/pipermail/rt-devel/2016-December/012601.html >> >> Here is one of our cron jobs that keeps track of when it sent an email >> and also sends the email: >> >> 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search >> RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND >> Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND >> Created <= "1 year ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL >> AND "CF.{Renewal Verified At}" <= "1 year ago" ) ) AND ( "CF.{Renewal >> Verification Sent At}" IS NULL OR "CF.{Renewal Verification Sent At}" >> <= "20 days ago" ) ' --transaction-type Create --transaction last >> --template "Access Request Renewal Verification" --action >> RT::Action::MailRequestors --action-arg "" --action >> RT::Action::ModifyCustomField --action-arg '{ "name": "Renewal >> Verification Sent At", "operation": "set", "value": "now" }' >> >> -m > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From mzagrabe at d.umn.edu Tue Jan 17 15:45:51 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 17 Jan 2017 14:45:51 -0600 Subject: [rt-users] Limiting rt-crontool notifications to every n days? In-Reply-To: References: Message-ID: On Tue, Jan 17, 2017 at 1:24 PM, Alex Hall wrote: > Did your JSON-like syntax for > updating fields ever make it into core for 4.4.1? Not yet. -m From SJC at qvii.com Wed Jan 18 08:54:57 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 18 Jan 2017 13:54:57 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49508BA@MailStore2010.ogp.qvii.com> I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are being "truncated" after the attachments table (~18-19GB). After reviewing your documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized my mysqldump command was incorrect. I'm working in a lab environment now to see how I can optimize/change my script to more closely match yours. The only thought I have right now is to exclude the data from the AttachmentsIndex as that would get rebuilt on restoration anyways. Is there any other reason that the backup would just "stop" after the attachment table? I apologize if this is beyond the scope of the forums thread. Thank you in advance! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Jan 18 12:22:43 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 18 Jan 2017 17:22:43 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49509F2@MailStore2010.ogp.qvii.com> I just ran a test with the attachments table "ignored", and the backup worked perfectly. As a "sanity check", I also ran mysqlcheck on the schema & no errors were found. Should I split my backup job into two pieces, or is there a better way to get a backup all in one shot? ------------------------------ Message: 4 Date: Wed, 18 Jan 2017 13:54:57 +0000 From: "Cena, Stephen (ext. 300)" > To: "'rt-users at lists.bestpractical.com'" > Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49508BA at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are being "truncated" after the attachments table (~18-19GB). After reviewing your documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized my mysqldump command was incorrect. I'm working in a lab environment now to see how I can optimize/change my script to more closely match yours. The only thought I have right now is to exclude the data from the AttachmentsIndex as that would get rebuilt on restoration anyways. Is there any other reason that the backup would just "stop" after the attachment table? I apologize if this is beyond the scope of the forums thread. Thank you in advance! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com> To report email issues: postmaster at qvii.com> Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From t.baetzler at bringe.com Thu Jan 19 02:57:15 2017 From: t.baetzler at bringe.com (=?iso-8859-1?Q?Thomas_B=E4tzler?=) Date: Thu, 19 Jan 2017 07:57:15 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <87F81E27495DC8489147E34A4152E268A49509F2@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A49509F2@MailStore2010.ogp.qvii.com> Message-ID: <515168F006F2D643952F8FFD24F2E07304541BEE40@sonne2.gw.bringe.net> Hello Stephen, just a stab in the dark, but could you please check the value set for ?max_allowed_packet? in the mysqldump section of /etc/mysql/my.cnf (or whatever your my.cnf file is named)? If you try to dump mysql objects that are larger than this size, mysqldump will stop; probably with a message like ?mysql server has gone away?. You can raise that value for mysqldump just by editing that file; no server restart is required. HTH, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Cena, Stephen (ext. 300) Gesendet: Mittwoch, 18. Januar 2017 18:23 An: 'rt-users at lists.bestpractical.com' Betreff: Re: [rt-users] MySQL backups of RT 4.4.1 truncated I just ran a test with the attachments table ?ignored?, and the backup worked perfectly. As a ?sanity check?, I also ran mysqlcheck on the schema & no errors were found. Should I split my backup job into two pieces, or is there a better way to get a backup all in one shot? ------------------------------ Message: 4 Date: Wed, 18 Jan 2017 13:54:57 +0000 From: "Cena, Stephen (ext. 300)" > To: "'rt-users at lists.bestpractical.com'" > Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49508BA at MailStore2010.ogp.qvii.com > Content-Type: text/plain; charset="us-ascii" I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are being "truncated" after the attachments table (~18-19GB). After reviewing your documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized my mysqldump command was incorrect. I'm working in a lab environment now to see how I can optimize/change my script to more closely match yours. The only thought I have right now is to exclude the data from the AttachmentsIndex as that would get rebuilt on restoration anyways. Is there any other reason that the backup would just "stop" after the attachment table? I apologize if this is beyond the scope of the forums thread. Thank you in advance! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5050 bytes Desc: not available URL: From SJC at qvii.com Thu Jan 19 07:33:39 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 19 Jan 2017 12:33:39 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <515168F006F2D643952F8FFD24F2E07304541BEE40@sonne2.gw.bringe.net> References: <87F81E27495DC8489147E34A4152E268A49509F2@MailStore2010.ogp.qvii.com> <515168F006F2D643952F8FFD24F2E07304541BEE40@sonne2.gw.bringe.net> Message-ID: <87F81E27495DC8489147E34A4152E268A495EAF9@MailStore2010.ogp.qvii.com> I had that issue initially, and changed the value to 64MB. It was originally 4MB, then I increased it to 16MB, it's been at 64MB for some time. # The maximum size of one packet or any generated or intermediate string, or any parameter sent by the # mysql_stmt_send_long_data() C API function. #max_allowed_packet=4M #max_allowed_packet=16M max_allowed_packet=64M It's the oddest thing. The backups were working perfectly through most of December. Sometime between the week of Christmas and now it seems to have "blown up". As a work around right now, I've split the backup in two pieces: just attachments, and everything else. That appears to be working but I can't seem to explain why this has happened. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From: Thomas B?tzler [mailto:t.baetzler at bringe.com] Sent: Thursday, January 19, 2017 3:04 AM To: 'rt-users at lists.bestpractical.com' Cc: Cena, Stephen (ext. 300) Subject: AW: [rt-users] MySQL backups of RT 4.4.1 truncated Hello Stephen, just a stab in the dark, but could you please check the value set for "max_allowed_packet" in the mysqldump section of /etc/mysql/my.cnf (or whatever your my.cnf file is named)? If you try to dump mysql objects that are larger than this size, mysqldump will stop; probably with a message like "mysql server has gone away". You can raise that value for mysqldump just by editing that file; no server restart is required. HTH, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Cena, Stephen (ext. 300) Gesendet: Mittwoch, 18. Januar 2017 18:23 An: 'rt-users at lists.bestpractical.com' > Betreff: Re: [rt-users] MySQL backups of RT 4.4.1 truncated I just ran a test with the attachments table "ignored", and the backup worked perfectly. As a "sanity check", I also ran mysqlcheck on the schema & no errors were found. Should I split my backup job into two pieces, or is there a better way to get a backup all in one shot? ------------------------------ Message: 4 Date: Wed, 18 Jan 2017 13:54:57 +0000 From: "Cena, Stephen (ext. 300)" > To: "'rt-users at lists.bestpractical.com'" > Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49508BA at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are being "truncated" after the attachments table (~18-19GB). After reviewing your documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized my mysqldump command was incorrect. I'm working in a lab environment now to see how I can optimize/change my script to more closely match yours. The only thought I have right now is to exclude the data from the AttachmentsIndex as that would get rebuilt on restoration anyways. Is there any other reason that the backup would just "stop" after the attachment table? I apologize if this is beyond the scope of the forums thread. Thank you in advance! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com> To report email issues: postmaster at qvii.com> Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From t.baetzler at bringe.com Thu Jan 19 08:25:31 2017 From: t.baetzler at bringe.com (=?UTF-8?Q?Thomas_B=c3=a4tzler?=) Date: Thu, 19 Jan 2017 14:25:31 +0100 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <87F81E27495DC8489147E34A4152E268A495EAF9@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A49509F2@MailStore2010.ogp.qvii.com> <515168F006F2D643952F8FFD24F2E07304541BEE40@sonne2.gw.bringe.net> <87F81E27495DC8489147E34A4152E268A495EAF9@MailStore2010.ogp.qvii.com> Message-ID: Hi Stephen, Am 19.01.2017 um 13:33 schrieb Cena, Stephen (ext. 300): > I had that issue initially, and changed the value to 64MB. It was > originally 4MB, then I increased it to 16MB, it?s been at 64MB for some > time. You can check your RT database to see whether 64MB is enough by running select max(OCTET_LENGTH(Content)) from Attachments; in the context for your RT4 database. If that query comes up with anything above 48MB, I'd raise that variable to a suitably higher value. MfG, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim From SJC at qvii.com Thu Jan 19 08:46:07 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 19 Jan 2017 13:46:07 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: References: <87F81E27495DC8489147E34A4152E268A49509F2@MailStore2010.ogp.qvii.com> <515168F006F2D643952F8FFD24F2E07304541BEE40@sonne2.gw.bringe.net> <87F81E27495DC8489147E34A4152E268A495EAF9@MailStore2010.ogp.qvii.com> Message-ID: <87F81E27495DC8489147E34A4152E268A495EDB4@MailStore2010.ogp.qvii.com> I've done as you requested. It looks like I'm hovering around 31MB if I'm reading it properly: 30828544 . Should I increase the packet size anyways? If I split my backups into two pieces they appear to run properly. Both resulting .sql files dhow the "dump complete" text at the end. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -----Original Message----- From: Thomas B?tzler [mailto:t.baetzler at bringe.com] Sent: Thursday, January 19, 2017 8:36 AM To: Cena, Stephen (ext. 300) ; 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated Hi Stephen, Am 19.01.2017 um 13:33 schrieb Cena, Stephen (ext. 300): > I had that issue initially, and changed the value to 64MB. It was > originally 4MB, then I increased it to 16MB, it's been at 64MB for > some time. You can check your RT database to see whether 64MB is enough by running select max(OCTET_LENGTH(Content)) from Attachments; in the context for your RT4 database. If that query comes up with anything above 48MB, I'd raise that variable to a suitably higher value. MfG, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim From SJC at qvii.com Thu Jan 19 14:10:15 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 19 Jan 2017 19:10:15 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <174035fd3ab04444b1626e1a81a097d2@MOXDEA.na.bayer.cnb> References: <174035fd3ab04444b1626e1a81a097d2@MOXDEA.na.bayer.cnb> Message-ID: <87F81E27495DC8489147E34A4152E268A496037B@MailStore2010.ogp.qvii.com> Jeff - No limit that I'm aware of. If I look at a VM backup in December, the SQL files actually hit 19GB+ versus the "18 and change". The only other possibility that it COULD be is I've had to turn on Windows folder compression because the backups are getting so large their filling the drive. I could temporarily disable it to see if that is factoring into it, but I've bene using it all along without issue. The real kicker is I didn't notice the issue soon enough so I'm having difficulty identifying what specifically went wrong. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -----Original Message----- From: Jeffrey Pilant [mailto:jeffrey.pilant.ext at bayer.com] Sent: Thursday, January 19, 2017 1:27 PM To: Cena, Stephen (ext. 300) Subject: RE: MySQL backups of RT 4.4.1 truncated Another stab in the dark. Is the destination file of the backup hitting a size boundary? What size is it? Anything close to a power of 2 would be suspicious. Also, free space on the destination and on the temp/scratch areas need to be large enough. /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 cosmo at ucsc.edu Thu Jan 19 14:17:45 2017 From: cosmo at ucsc.edu (Cosmo Martinez) Date: Thu, 19 Jan 2017 11:17:45 -0800 Subject: [rt-users] Abort ticket creation On Create Message-ID: How do I have RT cancel or abort the creation of new tickets? I have RT set to create tickets when it gets emails from another ticketing system. I only want it to create tickets in RT though when it gets a certain kind of email from that other ticketing system. Currently, RT creates tickets for all of the emails it gets from that system and deletes all of the ones that I want to filter. I?d like to get to the point where those tickets don?t have to be deleted. In other words, I?d like to get to where they would never have been made in the first place. From jayson at sitebdata.com Thu Jan 19 23:33:50 2017 From: jayson at sitebdata.com (Jayson Antillon) Date: Thu, 19 Jan 2017 22:33:50 -0600 Subject: [rt-users] RT Bounces Message-ID: Hello, I have searched through the list archives, and read a ton of posts regarding bounces but have not been able narrow down what issue I am having specifically. I have not modified any scrips from default. Have one queue that is in use "Incident Reports', with the addresses incident at rt.mydomain.com and incident-comments at rt.mydomain.com configured in /etc/aliases, any response to the autogenerated emails or new emails to sent to incident at rt.mydomains.com are showing bounces. I will include as much information as I have seen asked for in other posts. /etc/aliases # See man 5 aliases for format incident: "|/opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl --action correspond --url https://rt.mydomain.com" incident-comments: "|/opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl --action comment --url https://rt.mydomain.com" Bounce message: >From MAILER-DAEMON Thu Jan 19 22:11:35 2017 Return-Path: <> X-Original-To: jayson Delivered-To: jayson at rt.mydomain.com Received: by rt.mydomain.com (Postfix, from userid 33) id AEF0A140AB8; Thu, 19 Jan 2017 22:11:35 -0600 (CST) Content-Type: multipart/mixed; boundary="----------=_1484885495-18000-19" Content-Transfer-Encoding: binary MIME-Version: 1.0 X-Mailer: MIME-tools 5.508 (Entity 5.508) To: jayson at rt.mydomain.com Precedence: bulk Subject: RT Bounce: From: incident at rt.mydomain.com Date: Thu, 19 Jan 2017 22:11:35 -0600 Message-Id: <20170120041135.AEF0A140AB8 at rt.mydomain.com> This is a multi-part message in MIME format... ------------=_1484885495-18000-19 Content-Type: text/plain; charset="UTF-8" Content-Disposition: inline Content-Transfer-Encoding: binary RT thinks this message may be a bounce ------------=_1484885495-18000-19-- mail log from rt server Jan 19 22:21:25 rt postfix/smtpd[18877]: connect from mail-yw0-f180.google.com[209.85.161.180] Jan 19 22:21:26 rt postfix/smtpd[18877]: 05F14140AAD: client= mail-yw0-f180.google.com[209.85.161.180] Jan 19 22:21:26 rt postfix/cleanup[18881]: 05F14140AAD: message-id= Jan 19 22:21:26 rt postfix/qmgr[13852]: 05F14140AAD: from=< jayson at private.com>, size=2522, nrcpt=1 (queue active) Jan 19 22:21:26 rt postfix/smtpd[18877]: disconnect from mail-yw0-f180.google.com[209.85.161.180] Jan 19 22:21:26 rt postfix/local[18882]: 05F14140AAD: to=< incident at rt.mydomain.com>, relay=local, delay=0.93, delays=0.56/0.02/0/0.35, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl --action correspond --url https://rt.mydomain.com RT Mail gate test from commandline: root at rt:/opt/rt4/etc# cat /usr/bin/test | /opt/rt4/bin/rt-mailgate --debug --queue 'Incident Reports' --url http://rt.mydomain.com /opt/rt4/bin/rt-mailgate: temp file is '/tmp/CWFzDoGg58/O86pl2Sf7i' /opt/rt4/bin/rt-mailgate: connecting to http://rt.mydomain.com/REST/1. 0/NoAuth/mail-gateway not ok - Message is a bounce RT_SiteConfig.pm: use utf8; Plugin('RT::IR'); Plugin('RT::Extension::ResetPassword'); Set( $rtname, 'mydomain.com'); Set( $Organization, 'rt.mydomain.com '); Set( $Timezone, 'US/Central'); Set( $WebDomain, 'rt.mydomain.com '); Set( $WebPort, 443); Set( $WebPath, ''); Set($CorrespondAddress, 'incident at rt.mydomain.com '); Set($CommentAddress, 'incident-comments at rt.mydomain.com '); Set($LogToFile, 'debug'); Set($LogToFileNamed, "rt.log"); #log to rt.log Set($LogDir, '/opt/rt4/var/log'); #Set($RTAddressRegexp,qr{^(?:incident(?:-comment|-comments| )\@rt\.mydomain\.com)$}i); Set($OwnerEmail, 'jayson'); Set($LoopsToRTOwner, 1); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them: # Plugin( "RT::Authen::ExternalAuth" ); rt.log [18000] [Fri Jan 20 04:29:36 2017] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:289) [18000] [Fri Jan 20 04:29:36 2017] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:289) [18000] [Fri Jan 20 04:29:36 2017] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) [18000] [Fri Jan 20 04:29:36 2017] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) [18000] [Fri Jan 20 04:29:36 2017] [critical]: RT Received mail ( ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:506) [18000] [Fri Jan 20 04:29:36 2017] [crit]: RT Bounce: Test: RT thinks this message may be a bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:698) -------------- next part -------------- An HTML attachment was scrubbed... URL: From bchambers at ambertech.com.au Fri Jan 20 00:15:36 2017 From: bchambers at ambertech.com.au (Brett Chambers) Date: Fri, 20 Jan 2017 16:15:36 +1100 Subject: [rt-users] RT Bounces In-Reply-To: References: Message-ID: <082001d272dc$3bd6a520$b383ef60$@ambertech.com.au> Dunno if this helps or not, but maybe the bounce is due to it detecting a loop? [18000] [Fri Jan 20 04:29:36 2017] [critical]: RT Received mail ( > ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:506) Try and take a look at /opt/rt4/lib/RT/Interface/Email.pm around the line numbers reported. Not suggesting you change anything, looking might give you a few clues? You didn?t specify a version ? this is what I see in 4.2.12. #if it's from a postmaster or mailer daemon, it's likely a bounce. #TODO: better algorithms needed here - there is no standards for #bounces, so it's very difficult to separate them from anything #else. At the other hand, the Return-To address is only ment to be #used as an error channel, we might want to put up a separate #Return-To address which is treated differently. #TODO: search through the whole email and find the right Ticket ID. Checks the message to see if it's a bounce, if it looks like a loop, if it's autogenerated, etc. Returns a triple of ("Should we continue (boolean)", "New value for $ErrorsTo", "Status message", "This message appears to be a loop (boolean)" ); # send mail to the sender if ( $IsBounce || $IsSuspiciousSender || $IsAutoGenerated || $IsALoop ) { $SquelchReplies = 1; $ErrorsTo = $owner_mail; } # Warn someone if it's a loop, before we drop it on the ground if ($IsALoop) { $RT::Logger->crit("RT Received mail (".$args{MessageId}.") from itself."); #Should we mail it to RTOwner? if ( RT->Config->Get('LoopsToRTOwner') ) { MailError( To => $owner_mail, Subject => "RT Bounce: ".$args{'Subject'}, Explanation => "RT thinks this message may be a bounce", MIMEObj => $args{Message} ); } #Do we actually want to store it? return ( 0, $ErrorsTo, "Message Bounced", $IsALoop ) unless RT->Config->Get('StoreLoops'); } Anyway, just a thought. If it is a bounce loop, might be related to SSL/certificates? Regards, Brett From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jayson Antillon Sent: Friday, 20 January 2017 3:34 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT Bounces Hello, I have searched through the list archives, and read a ton of posts regarding bounces but have not been able narrow down what issue I am having specifically. I have not modified any scrips from default. Have one queue that is in use "Incident Reports', with the addresses incident at rt.mydomain.com and incident-comments at rt.mydomain.com configured in /etc/aliases, any response to the autogenerated emails or new emails to sent to incident at rt.mydomains.com are showing bounces. I will include as much information as I have seen asked for in other posts. /etc/aliases # See man 5 aliases for format incident: "|/opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl --action correspond --url https://rt.mydomain.com" incident-comments: "|/opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl --action comment --url https://rt.mydomain.com" Bounce message: >From MAILER-DAEMON Thu Jan 19 22:11:35 2017 Return-Path: <> X-Original-To: jayson Delivered-To: jayson at rt.mydomain.com Received: by rt.mydomain.com (Postfix, from userid 33) id AEF0A140AB8; Thu, 19 Jan 2017 22:11:35 -0600 (CST) Content-Type: multipart/mixed; boundary="----------=_1484885495-18000-19" Content-Transfer-Encoding: binary MIME-Version: 1.0 X-Mailer: MIME-tools 5.508 (Entity 5.508) To: jayson at rt.mydomain.com Precedence: bulk Subject: RT Bounce: From: incident at rt.mydomain.com Date: Thu, 19 Jan 2017 22:11:35 -0600 Message-Id: <20170120041135.AEF0A140AB8 at rt.mydomain.com > This is a multi-part message in MIME format... ------------=_1484885495-18000-19 Content-Type: text/plain; charset="UTF-8" Content-Disposition: inline Content-Transfer-Encoding: binary RT thinks this message may be a bounce ------------=_1484885495-18000-19-- mail log from rt server Jan 19 22:21:25 rt postfix/smtpd[18877]: connect from mail-yw0-f180.google.com [209.85.161.180] Jan 19 22:21:26 rt postfix/smtpd[18877]: 05F14140AAD: client=mail-yw0-f180.google.com [209.85.161.180] Jan 19 22:21:26 rt postfix/cleanup[18881]: 05F14140AAD: message-id= > Jan 19 22:21:26 rt postfix/qmgr[13852]: 05F14140AAD: from= >, size=2522, nrcpt=1 (queue active) Jan 19 22:21:26 rt postfix/smtpd[18877]: disconnect from mail-yw0-f180.google.com [209.85.161.180] Jan 19 22:21:26 rt postfix/local[18882]: 05F14140AAD: to= >, relay=local, delay=0.93, delays=0.56/0.02/0/0.35, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl --action correspond --url https://rt.mydomain.com RT Mail gate test from commandline: root at rt:/opt/rt4/etc# cat /usr/bin/test | /opt/rt4/bin/rt-mailgate --debug --queue 'Incident Reports' --url http://rt.mydomain.com /opt/rt4/bin/rt-mailgate: temp file is '/tmp/CWFzDoGg58/O86pl2Sf7i' /opt/rt4/bin/rt-mailgate: connecting to http://rt.mydomain.com/REST/1.0/NoAuth/mail-gateway not ok - Message is a bounce RT_SiteConfig.pm: use utf8; Plugin('RT::IR'); Plugin('RT::Extension::ResetPassword'); Set( $rtname, 'mydomain.com '); Set( $Organization, 'rt.mydomain.com '); Set( $Timezone, 'US/Central'); Set( $WebDomain, 'rt.mydomain.com '); Set( $WebPort, 443); Set( $WebPath, ''); Set($CorrespondAddress, 'incident at rt.mydomain.com '); Set($CommentAddress, 'incident-comments at rt.mydomain.com '); Set($LogToFile, 'debug'); Set($LogToFileNamed, "rt.log"); #log to rt.log Set($LogDir, '/opt/rt4/var/log'); #Set($RTAddressRegexp,qr{^(?:incident(?:-comment|-comments|)\@rt\.mydomain\.com)$}i); Set($OwnerEmail, 'jayson'); Set($LoopsToRTOwner, 1); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them: # Plugin( "RT::Authen::ExternalAuth" ); rt.log [18000] [Fri Jan 20 04:29:36 2017] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:289) [18000] [Fri Jan 20 04:29:36 2017] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:289) [18000] [Fri Jan 20 04:29:36 2017] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) [18000] [Fri Jan 20 04:29:36 2017] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) [18000] [Fri Jan 20 04:29:36 2017] [critical]: RT Received mail ( > ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:506) [18000] [Fri Jan 20 04:29:36 2017] [crit]: RT Bounce: Test: RT thinks this message may be a bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:698) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jayson at sitebdata.com Fri Jan 20 00:34:58 2017 From: jayson at sitebdata.com (Jayson Antillon) Date: Thu, 19 Jan 2017 23:34:58 -0600 Subject: [rt-users] RT Bounces In-Reply-To: <082001d272dc$3bd6a520$b383ef60$@ambertech.com.au> References: <082001d272dc$3bd6a520$b383ef60$@ambertech.com.au> Message-ID: Brett, That is what the error is indicating, I just cannot seem to determine where the loop is. If I misconfigured the queue, or if it was in RT_Siteconfig. Also it is 4.4.1 on Ubuntu 14.04. I am quite sure it is a misconfiguration on my part but (i tried with RTAddressRegexp configured for the queue addresses and without), I know outbound mail is sent when creating the tickets from incident@ when opened in that queue, should it be something more generic like rt@ . (line 509 of Email.pm) # Warn someone if it's a loop, before we drop it on the ground if ($IsALoop) { my $MessageId = Encode::decode( "UTF-8", $head->get('Message-ID') ); $RT::Logger->crit("RT Received mail ($MessageId) from itself."); On Thu, Jan 19, 2017 at 11:15 PM, Brett Chambers wrote: > Dunno if this helps or not, but maybe the bounce is due to it detecting a > loop? > > > > [18000] [Fri Jan 20 04:29:36 2017] [critical]: RT Received mail > ( > ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:506) > > > > Try and take a look at /opt/rt4/lib/RT/Interface/Email.pm around the line > numbers reported. > > Not suggesting you change anything, looking might give you a few clues? > > > > You didn?t specify a version ? this is what I see in 4.2.12. > > > > > > #if it's from a postmaster or mailer daemon, it's likely a bounce. > > > > #TODO: better algorithms needed here - there is no standards for > > #bounces, so it's very difficult to separate them from anything > > #else. At the other hand, the Return-To address is only ment to be > > #used as an error channel, we might want to put up a separate > > #Return-To address which is treated differently. > > > > #TODO: search through the whole email and find the right Ticket ID. > > > > > > > > Checks the message to see if it's a bounce, if it looks like a loop, if > it's autogenerated, etc. > > Returns a triple of ("Should we continue (boolean)", "New value for > $ErrorsTo", "Status message", > > "This message appears to be a loop (boolean)" ); > > > > > > > > # send mail to the sender > > if ( $IsBounce || $IsSuspiciousSender || $IsAutoGenerated || $IsALoop > ) { > > $SquelchReplies = 1; > > $ErrorsTo = $owner_mail; > > } > > > > # Warn someone if it's a loop, before we drop it on the ground > > if ($IsALoop) { > > $RT::Logger->crit("RT Received mail (".$args{MessageId}.") from > itself."); > > > > #Should we mail it to RTOwner? > > if ( RT->Config->Get('LoopsToRTOwner') ) { > > MailError( > > To => $owner_mail, > > Subject => "RT Bounce: ".$args{'Subject'}, > > Explanation => "RT thinks this message may be a bounce", > > MIMEObj => $args{Message} > > ); > > } > > > > #Do we actually want to store it? > > return ( 0, $ErrorsTo, "Message Bounced", $IsALoop ) > > unless RT->Config->Get('StoreLoops'); > > } > > > > > > Anyway, just a thought. > > If it is a bounce loop, might be related to SSL/certificates? > > > > Regards, > > Brett > > > > > > *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Jayson Antillon > *Sent:* Friday, 20 January 2017 3:34 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] RT Bounces > > > > Hello, > > I have searched through the list archives, and read a ton of posts > regarding bounces but have not been able narrow down what issue I am having > specifically. I have not modified any scrips from default. Have one queue > that is in use "Incident Reports', with the addresses > incident at rt.mydomain.com and incident-comments at rt.mydomain.com configured > in /etc/aliases, any response to the autogenerated emails or new emails to > sent to incident at rt.mydomains.com are showing bounces. > > I will include as much information as I have seen asked for in other > posts. > > /etc/aliases > > > # See man 5 aliases for format > incident: "|/opt/rt4/bin/rt-mailgate --queue 'Incident Reports' > --no-verify-ssl --action correspond --url https://rt.mydomain.com" > incident-comments: "|/opt/rt4/bin/rt-mailgate --queue 'Incident > Reports' --no-verify-ssl --action comment --url https://rt.mydomain.com" > > > > Bounce message: > > > > From MAILER-DAEMON Thu Jan 19 22:11:35 2017 > Return-Path: <> > X-Original-To: jayson > Delivered-To: jayson at rt.mydomain.com > Received: by rt.mydomain.com (Postfix, from userid 33) > id AEF0A140AB8; Thu, 19 Jan 2017 22:11:35 -0600 (CST) > Content-Type: multipart/mixed; boundary="----------=_1484885495-18000-19" > Content-Transfer-Encoding: binary > MIME-Version: 1.0 > X-Mailer: MIME-tools 5.508 (Entity 5.508) > To: jayson at rt.mydomain.com > Precedence: bulk > Subject: RT Bounce: > From: incident at rt.mydomain.com > Date: Thu, 19 Jan 2017 22:11:35 -0600 > Message-Id: <20170120041135.AEF0A140AB8 at rt.mydomain.com> > > This is a multi-part message in MIME format... > > ------------=_1484885495-18000-19 > Content-Type: text/plain; charset="UTF-8" > Content-Disposition: inline > Content-Transfer-Encoding: binary > > RT thinks this message may be a bounce > > ------------=_1484885495-18000-19-- > > > > mail log from rt server > > Jan 19 22:21:25 rt postfix/smtpd[18877]: connect from > mail-yw0-f180.google.com[209.85.161.180] > Jan 19 22:21:26 rt postfix/smtpd[18877]: 05F14140AAD: client= > mail-yw0-f180.google.com[209.85.161.180] > Jan 19 22:21:26 rt postfix/cleanup[18881]: 05F14140AAD: > message-id= WqQ at mail.gmail.com> > Jan 19 22:21:26 rt postfix/qmgr[13852]: 05F14140AAD: from=< > jayson at private.com>, size=2522, nrcpt=1 (queue active) > Jan 19 22:21:26 rt postfix/smtpd[18877]: disconnect from > mail-yw0-f180.google.com[209.85.161.180] > Jan 19 22:21:26 rt postfix/local[18882]: 05F14140AAD: to=< > incident at rt.mydomain.com>, relay=local, delay=0.93, > delays=0.56/0.02/0/0.35, dsn=2.0.0, status=sent (delivered to command: > /opt/rt4/bin/rt-mailgate --queue 'Incident Reports' --no-verify-ssl > --action correspond --url https://rt.mydomain.com > > > > RT Mail gate test from commandline: > > root at rt:/opt/rt4/etc# cat /usr/bin/test | /opt/rt4/bin/rt-mailgate > --debug --queue 'Incident Reports' --url http://rt.mydomain.com > /opt/rt4/bin/rt-mailgate: temp file is '/tmp/CWFzDoGg58/O86pl2Sf7i' > /opt/rt4/bin/rt-mailgate: connecting to http://rt.mydomain.com/REST/1. > 0/NoAuth/mail-gateway > not ok - Message is a bounce > > > > RT_SiteConfig.pm: > > use utf8; > Plugin('RT::IR'); > Plugin('RT::Extension::ResetPassword'); > Set( $rtname, 'mydomain.com'); > Set( $Organization, 'rt.mydomain.com '); > Set( $Timezone, 'US/Central'); > Set( $WebDomain, 'rt.mydomain.com '); > Set( $WebPort, 443); > Set( $WebPath, ''); > Set($CorrespondAddress, 'incident at rt.mydomain.com > '); > Set($CommentAddress, 'incident-comments at rt.mydomain.com > '); > Set($LogToFile, 'debug'); > Set($LogToFileNamed, "rt.log"); #log to rt.log > Set($LogDir, '/opt/rt4/var/log'); > #Set($RTAddressRegexp,qr{^(?:incident(?:-comment|-comments| > )\@rt\.mydomain\.com)$}i); > Set($OwnerEmail, 'jayson'); > Set($LoopsToRTOwner, 1); > # You must install Plugins on your own, this is only an example > # of the correct syntax to use when activating them: > # Plugin( "RT::Authen::ExternalAuth" ); > > > > rt.log > > > [18000] [Fri Jan 20 04:29:36 2017] [debug]: Converting 'utf-8' to 'utf-8' > for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:289) > [18000] [Fri Jan 20 04:29:36 2017] [debug]: Converting 'utf-8' to 'utf-8' > for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:289) > [18000] [Fri Jan 20 04:29:36 2017] [debug]: Encode::Guess guessed > encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) > [18000] [Fri Jan 20 04:29:36 2017] [debug]: Encode::Guess guessed > encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) > [18000] [Fri Jan 20 04:29:36 2017] [critical]: RT Received mail > ( > ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:506) > [18000] [Fri Jan 20 04:29:36 2017] [crit]: RT Bounce: Test: RT thinks this > message may be a bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:698) > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Fri Jan 20 08:11:09 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 20 Jan 2017 13:11:09 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <31aa32dbc56d4161a2e4c3ad9bca821e@MOXDEA.na.bayer.cnb> References: <174035fd3ab04444b1626e1a81a097d2@MOXDEA.na.bayer.cnb> <87F81E27495DC8489147E34A4152E268A496037B@MailStore2010.ogp.qvii.com> <31aa32dbc56d4161a2e4c3ad9bca821e@MOXDEA.na.bayer.cnb> Message-ID: <87F81E27495DC8489147E34A4152E268A4960A56@MailStore2010.ogp.qvii.com> I just looked into this now. Got a little swamped yesterday. It looks like the system is using the OS drive which barely has 19GB free so it's possible that's what's tripping it up. I checked the error log & the only errors I'm seeing are dropped packets from my RT systems around the time of the backup (which would make sense if they aren't stopped). I have a 20GB partition that I can use to move the temp tiles to. I'm also going to talk to our VM admin about getting a "scratch drive" added. I'm running another PowerShell "grep" on my attachments backup file as the sizes from the 18th and the 19th are identical. With the volume we do, I don't see how that's possible. The "everything else" .sql file shows expected growth. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -----Original Message----- From: Jeffrey Pilant [mailto:jeffrey.pilant.ext at bayer.com] Sent: Thursday, January 19, 2017 2:16 PM To: Cena, Stephen (ext. 300) Subject: RE: MySQL backups of RT 4.4.1 truncated Folder compression can slow things down, but should not cause an issue. What about temp/scratch space? If you are making temp files on a different disk that is low in space, failure there could cause the problem. Check the free space of all accessible drives, and check where temp files go. /jeff -----Original Message----- Jeff - No limit that I'm aware of. If I look at a VM backup in December, the SQL files actually hit 19GB+ versus the "18 and change". The only other possibility that it COULD be is I've had to turn on Windows folder compression because the backups are getting so large their filling the drive. I could temporarily disable it to see if that is factoring into it, but I've bene using it all along without issue. The real kicker is I didn't notice the issue soon enough so I'm having difficulty identifying what specifically went wrong. Stephen Cena ________________________________________________________________________ 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 SJC at qvii.com Fri Jan 20 09:04:04 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 20 Jan 2017 14:04:04 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <75dede6461be4f3ba2707f1573238598@MOXDEA.na.bayer.cnb> References: <174035fd3ab04444b1626e1a81a097d2@MOXDEA.na.bayer.cnb> <87F81E27495DC8489147E34A4152E268A496037B@MailStore2010.ogp.qvii.com> <31aa32dbc56d4161a2e4c3ad9bca821e@MOXDEA.na.bayer.cnb> <87F81E27495DC8489147E34A4152E268A4960A56@MailStore2010.ogp.qvii.com> <75dede6461be4f3ba2707f1573238598@MOXDEA.na.bayer.cnb> Message-ID: <87F81E27495DC8489147E34A4152E268A4962E65@MailStore2010.ogp.qvii.com> All the backups I'm doing are local to keep performance high. I sadly lost the "discussion" to keep the MySQL server on a Linux machine. What we're going to try is the following: We're snapshotting/backing up the system at regular intervals so I will always have a backup of the .sql files. I'm going to move the MySQL TMP folder to the larger drive to see if that solves the issue. I think you might be on to something with the drive issue as it looks to be the only consistent factor. I'll update as I know more. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -----Original Message----- From: Jeffrey Pilant [mailto:jeffrey.pilant.ext at bayer.com] Sent: Friday, January 20, 2017 8:54 AM To: Cena, Stephen (ext. 300) Subject: RE: MySQL backups of RT 4.4.1 truncated Just FYI: When windows copies files between drives, I believe it copies them to a temp area first before copying the temp area to the destination. It probably does this to avoid writing a partial file when running out of space. Because it causes a doubling of data transfer, it is stupid, but then, it is Microsoft Windows. If your backup process includes copying the result across drives, this could be the source of the problem. /jeff From w531t4 at gmail.com Sat Jan 21 15:00:14 2017 From: w531t4 at gmail.com (Aaron White) Date: Sat, 21 Jan 2017 15:00:14 -0500 Subject: [rt-users] Tickets sent encrypted via SMIME don't store user attachments at creation Message-ID: <96B3950E-092A-41F2-A017-5BE38E0D2D76@gmail.com> Hi all. I have 4.4.1 installed on a latest rev centos 6 box. We utilize smime to encrypt emails to our users, and that has been working just fine. The issue I'm experiencing is that when I open the web dialog to create a ticket, ensure 'encrypted' is checked, drag an attachment over the Dropbox area (to which I see the upload bar complete and I see a pic of the jpg I attached), and submit the ticket... I get an encrypted email from RT as expected, however no attachment. Additionally, when I look at the ticket in the web portal, it lists a 'smime.p7s' file as an attachment.. instead of my cat.jpg file. If I create a ticket without encryption, the attachment behaves as expected (email includes cat.jpg, web page for ticket shows cat,jpg as an attachment). If I attach cat.jpg to the encrypted ticket after it is already created, the attachment shows up as expected. I haven't been able to find any related posts online about the smime.p7s file via google, outside of some folks accepting that they exist and desire to have them Automatically trimmed from the database. Does anyone have any suggestions on where I can poke to get some additional insight here? I've looked at the debug logs and callback dumps... nothing stood out as an error with attachments or smime.. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Mon Jan 23 06:50:27 2017 From: kirby at umbc.edu (Joe Kirby) Date: Mon, 23 Jan 2017 06:50:27 -0500 Subject: [rt-users] Previous ticket info on Queue Change Message-ID: <2337C535-588D-4701-9614-9B03BEBAC11D@umbc.edu> I want to move a ticket from queue A to queue B.\ I have 2 custom fields on queue B; 1 for queue name and 1 for queue number I am trying to have a script know when a new ticket is coming into this queue and capture which queue it came from. I have been searching the documentation with little success. I know the sis probably easy for perl folks, which I am not unfortunately, and in the past I have ben successful when I can see an example Can someone share if this is possible and do you have an example Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Mon Jan 23 08:22:09 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 23 Jan 2017 13:22:09 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A4964BBD@MailStore2010.ogp.qvii.com> Update: I tried increasing the database permissions on the account I'm using to run the backup but that didn't change anything. I don't think it's a file size limitation as before they stopped working, my backups were reaching 19GB. When I look at the actual database file on the server for the attachments table its 19.7GB on disk. I'm going to see if there is a way to turn on any additional logging during operation/backup but this really has me scratching my head. Any additional help would be appreciated & I will update the group as soon as I know something new. Message: 1 Date: Fri, 20 Jan 2017 14:04:04 +0000 From: "Cena, Stephen (ext. 300)" To: 'Jeffrey Pilant' , "'rt-users at lists.bestpractical.com'" Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A4962E65 at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" All the backups I'm doing are local to keep performance high. I sadly lost the "discussion" to keep the MySQL server on a Linux machine. What we're going to try is the following: We're snapshotting/backing up the system at regular intervals so I will always have a backup of the .sql files. I'm going to move the MySQL TMP folder to the larger drive to see if that solves the issue. I think you might be on to something with the drive issue as it looks to be the only consistent factor. I'll update as I know more. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From SJC at qvii.com Mon Jan 23 12:04:16 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 23 Jan 2017 17:04:16 +0000 Subject: [rt-users] . Previous ticket info on Queue Change (Joe Kirby) Message-ID: <87F81E27495DC8489147E34A4152E268A496507D@MailStore2010.ogp.qvii.com> Joe - Have you tried this plugin yet? https://metacpan.org/pod/RT::Extension::MoveRules I'm looking at it to control ticket flow, but it might do what you need. IT says its for version 3.8 though so I'm unsure if it will work on 4.4.x Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com ---------------------------------------------------------------------- Message: 1 Date: Mon, 23 Jan 2017 06:50:27 -0500 From: Joe Kirby To: rt-users Subject: [rt-users] Previous ticket info on Queue Change Message-ID: <2337C535-588D-4701-9614-9B03BEBAC11D at umbc.edu> Content-Type: text/plain; charset="us-ascii" I want to move a ticket from queue A to queue B.\ I have 2 custom fields on queue B; 1 for queue name and 1 for queue number I am trying to have a script know when a new ticket is coming into this queue and capture which queue it came from. I have been searching the documentation with little success. I know the sis probably easy for perl folks, which I am not unfortunately, and in the past I have ben successful when I can see an example Can someone share if this is possible and do you have an example Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From shawn at bestpractical.com Mon Jan 23 15:49:13 2017 From: shawn at bestpractical.com (Shawn M Moore) Date: Mon, 23 Jan 2017 15:49:13 -0500 Subject: [rt-users] Tickets sent encrypted via SMIME don't store user attachments at creation In-Reply-To: <96B3950E-092A-41F2-A017-5BE38E0D2D76@gmail.com> References: <96B3950E-092A-41F2-A017-5BE38E0D2D76@gmail.com> Message-ID: Hi Aaron, > On Jan 21, 2017, at 15:00, Aaron White wrote: > > Hi all. I have 4.4.1 installed on a latest rev centos 6 box. We utilize smime to encrypt emails to our users, and that has been working just fine. The issue I'm experiencing is that when I open the web dialog to create a ticket, ensure 'encrypted' is checked, drag an attachment over the Dropbox area (to which I see the upload bar complete and I see a pic of the jpg I attached), and submit the ticket... I get an encrypted email from RT as expected, however no attachment. We believe we have a fix for this issue, which will be included in RT 4.4.2. If you're adventurous you're welcome to run the patch locally: https://github.com/bestpractical/rt/commit/0b81e2ad0b33b8fb101bd70ef95eac0e00e62803 https://issues.bestpractical.com/Ticket/Display.html?id=32460 Please let us know how it goes. > Thanks! Best, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From w531t4 at gmail.com Tue Jan 24 01:16:23 2017 From: w531t4 at gmail.com (Aaron White) Date: Tue, 24 Jan 2017 01:16:23 -0500 Subject: [rt-users] Tickets sent encrypted via SMIME don't store user attachments at creation In-Reply-To: References: <96B3950E-092A-41F2-A017-5BE38E0D2D76@gmail.com> Message-ID: <5363CD76-7DA7-4078-80B6-F437941240A1@gmail.com> Shawn, Worked like a charm. Thanks! Aaron > On Jan 23, 2017, at 3:49 PM, Shawn M Moore wrote: > > Hi Aaron, > >> On Jan 21, 2017, at 15:00, Aaron White wrote: >> >> Hi all. I have 4.4.1 installed on a latest rev centos 6 box. We utilize smime to encrypt emails to our users, and that has been working just fine. The issue I'm experiencing is that when I open the web dialog to create a ticket, ensure 'encrypted' is checked, drag an attachment over the Dropbox area (to which I see the upload bar complete and I see a pic of the jpg I attached), and submit the ticket... I get an encrypted email from RT as expected, however no attachment. > > We believe we have a fix for this issue, which will be included in RT 4.4.2. If you're adventurous you're welcome to run the patch locally: > > https://github.com/bestpractical/rt/commit/0b81e2ad0b33b8fb101bd70ef95eac0e00e62803 > > https://issues.bestpractical.com/Ticket/Display.html?id=32460 > > Please let us know how it goes. > >> Thanks! > > Best, > Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Jan 24 08:21:31 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 24 Jan 2017 13:21:31 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <894b1ea456d3409dbb3ab7498d894ba9@MOXDEA.na.bayer.cnb> References: <174035fd3ab04444b1626e1a81a097d2@MOXDEA.na.bayer.cnb> <87F81E27495DC8489147E34A4152E268A496037B@MailStore2010.ogp.qvii.com> <31aa32dbc56d4161a2e4c3ad9bca821e@MOXDEA.na.bayer.cnb> <87F81E27495DC8489147E34A4152E268A4960A56@MailStore2010.ogp.qvii.com> <75dede6461be4f3ba2707f1573238598@MOXDEA.na.bayer.cnb> <87F81E27495DC8489147E34A4152E268A4963AEE@MailStore2010.ogp.qvii.com> <894b1ea456d3409dbb3ab7498d894ba9@MOXDEA.na.bayer.cnb> Message-ID: <87F81E27495DC8489147E34A4152E268A4965A66@MailStore2010.ogp.qvii.com> Excellent point. The MySQL TEMP folder was moved, but not the operating system ones. I'll see if I can move the OS temp locations to the larger drive today & see what that gets me. I've just gotten the last 30 lines of the "attachments" table .sql file so I'm checking that to see if maybe there's anything in the text that might cause a stop. Still looking into this one guys. Thank you for all who have answered so far! Will update as soon as I know more. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -----Original Message----- From: Jeffrey Pilant [mailto:jeffrey.pilant.ext at bayer.com] Sent: Monday, January 23, 2017 5:59 PM To: Cena, Stephen (ext. 300) Subject: RE: MySQL backups of RT 4.4.1 truncated There are temp files and temp files. The files you moved may not be the ones you need to move. You might try observing the free space as the backup proceeds and see what it is filling with. That might give you a clue of which set of temp files need moved. I.e. rt vs. web vs. MySQL vs. System vs. whatever. Each may define temp files in a different way. Config file vs. registry variable vs. environment variable vs. different environment variable vs. command line parameter vs. whatever. We programmers can get creative. As to the question you asked about indexing, I don't know. That should be asked to the list at large. /jeff Freundliche Gr??e / Best regards, Jeffrey Pilant ________________________ From jueneman at CeBiTec.Uni-Bielefeld.de Wed Jan 25 04:19:28 2017 From: jueneman at CeBiTec.Uni-Bielefeld.de (Sebastian Juenemann) Date: Wed, 25 Jan 2017 10:19:28 +0100 Subject: [rt-users] queue change still triggers old queue's scrips In-Reply-To: <3de02a9f-bdfb-7b0d-dd51-7ca26c7738ba@CeBiTec.Uni-Bielefeld.de> References: <3de02a9f-bdfb-7b0d-dd51-7ca26c7738ba@CeBiTec.Uni-Bielefeld.de> Message-ID: Hi List, ok, I came finally up with the solution myself and just want to share this. The problem was the scrip execution order together with the wrong or misleading solution provided here: https://rt-wiki.bestpractical.com/wiki/SpamFiltering (1b) The queue change needs to be done already in the action preparation code (and not in the commit code). This is because all other scrips which meet the transaction condition (in this case "Crate") will be executed no matter what if their preparation code returns a true. For all those auto-notifications on new tickets this is always the case. So when their preparation code is executed the queue must have been changed already, so that their assemblage of all email recipients are based on the new SPAM queue (which has no watchers). Even if so, overwriting all global templates in the SPAM queue with empty local ones would result in empty emails (and this is based again on the queue, so the queue needs to be changed already). Here is my solution for everyone interested. The commit action is in essence this one: https://rt-wiki.bestpractical.com/wiki/SpamScore2Priority but I found it more convenient to do this all in one scrip. On Create Check spamassassin score and move to SPAM queue when exceeding threshold custom condition: return 0 unless $self->TransactionObj->Type eq "Create"; return 0 if $self->TicketObj->QueueObj->Name eq "SPAM"; return 1; Custom action preparation code: # Match ***** level spam. You might want to set this higher/lower if needed my $match = '\*\*\*\*\*'; my $inMessage = $self->TransactionObj->Attachments->First; return 0 if (!$inMessage); # if no message attachment - assume web UI return 0 if (!$inMessage->GetHeader('Received')); # exit if not email message my $spamLevel = $inMessage->GetHeader('X-Spam-Level'); my $spam = ( $spamLevel !~ /$match/i ) ? 0 : 1; my $stat = undef; if ($spam) { # set owner to nobody $self->TicketObj->SetOwner( $RT::Nobody->id ); # In any case remove any watchers to this ticket, just to be sure $self->TicketObj->DeleteWatcher( Type => 'Requestor'); $self->TicketObj->DeleteWatcher( Type => 'Cc'); $self->TicketObj->DeleteWatcher( Type => 'AdminCC'); $self->TicketObj->DeleteWatcher( Type => 'Owner'); my $newqueue = 'SPAM'; my ($status, $msg) = $self->TicketObj->SetQueue($newqueue); $stat = $status ? 1 : 0; # set ticket to stalled $self->TicketObj->SetStatus( "stalled" ); $self->TransactionObj->SetType("Create"); } return $stat; Custom action commit code: #convert the spam score to negative priority my $score = $self->TransactionObj->Attachments->First->GetHeader('X-Spam-Score'); unless( $score ){ my $t = $self->TransactionObj->Attachments->First->GetHeader('X-Spam-Status'); $t =~ /score=(-?\d+(|:.\d+)?)/ && ($score = $1); } $self->TicketObj->SetPriority( -int($score) ) if $score; return 1; - Sebastian On 01/13/2017 03:34 PM, Sebastian Juenemann wrote: > Hi List, > > I hope you can help me on this topic since the online documentation won't me bring any further. > > So in order to deal with our spam I've done the following: > > 1) added a new spam queue > 2) created a new global scrip (according to the spamfilter 1b solution provided here: > https://rt-wiki.bestpractical.com/wiki/SpamFiltering) > 3) set the order of the scrips so that this new scrip is executed first > 4) overwritten all global templates with empty ones in the spam queue (so that in any case a global scrip still triggers > here now mail is actually send out) > > What happens is that the spam scrip successfully re-queues all spam to the spam queue _but_ after that still an email is > sent to all of our AdminCC's according to a global scrip which enforces this: The scrip order is the following > > 24 0 On Creat Check Spamassasin score and move to SPAM queue when exceeding threshold User Defined User > Defined Blank Enabled > ... > 8 On Create Notify Owner and AdminCcs On Create Notify Owner and AdminCcs Transaction in HTML Enabled > 9 On Create Notify Ccs On Create Notify Ccs Correspondence in HTML Enabled > 10 On Create Notify Other Recipients On Create Notify Other Recipients Correspondence in HTML Enabled > > ... > > I don't quite understand this. I thought that the scrips are executed in the order I define. But it seems like all > scrips that meet the condition on the Transaction type (in this case "Create") are marked for execution and then > processed in the given order. This would mean that there are only two ways I can prevent further scrips from > triggering/doing their job after the detection of spam by a) either modifying all global scrips or b) achieve that after > the queue change the ticket/transaction itself if invalid somehow (so that consecutive scrips won't be able to do > anything meaningful anymore). > > As I don't want to alter our global scrips (they are global and and easy for some reason) I would like to know how I can > achieve solution b? It should be able that after the queue change to the SPAM queue any "on create" triggering scrip > "fails" - but I don't know how. > > Many thanks in advance, > > - Sebastian -- Sebastian J?nemann CeBiTec - Center for Biotechnology Bielefeld University, D-33594 Bielefeld, Germany Office: V6-147 -- Phone: +49-(0)521-106-4827 eMail: jueneman at CeBiTec.Uni-Bielefeld.de From SJC at qvii.com Wed Jan 25 07:28:10 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 25 Jan 2017 12:28:10 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49666CA@MailStore2010.ogp.qvii.com> Update on my MySQL backup issue: no change. I've now moved the Windows TEMP folders to the larger drive to see if the issue was running out of temp space and it has not helped. I will keep the group updated to any developments, but will refrain if its not anything noteworthy. I'm going to try contacting the MySQL forums as this looks to be more suited to them. I'm also going to see if I can spin up a Linux MySQL DB server and "move" the tables into it via SFTP/copy, then attempt a backup there. I'm good with MySQL but it's not my bread & butter. Any additional help from the group will be welcomed. To date, I've tried: -Splitting the attachments table into its own backup job: failed. -Moved MySQL temp folder/location to larger drive: failed. -Moved Windows 2012 system TEMP folders to larger drive: failed. -Ran MySQL diagnostics on the RT database affected: all tests pass Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From coonsm at umich.edu Wed Jan 25 12:57:06 2017 From: coonsm at umich.edu (Matthew Coons) Date: Wed, 25 Jan 2017 12:57:06 -0500 Subject: [rt-users] Hiding menu options for particular user groups Message-ID: Hello RT users, I wanted to know if anybody had a working example or was already hiding RT menu options from logged in users? The first item I want to hide is the "Logout" button for all users. We're using SSO so it's not required to be present. The second item I would like to hide (for a specific user group) is the RTIR menu option. Any help or suggestions would be much appreciated, Thank you! Matt Coons -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Jan 25 13:22:52 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 25 Jan 2017 13:22:52 -0500 Subject: [rt-users] Hiding menu options for particular user groups In-Reply-To: References: Message-ID: I don't have a specific example, but you can hide the Logout option with an overlay. cp [RT path]/share/html/Elements/Tabs [RT path]/local/html/Elements Now open the copy you just made, find the Logout option, and wrap it in a conditional, or add to the conditions already present. You can check the group membership of the current user, for instance. Once done, don't forget to clear your Mason cache and restart RT: find [RT path]/var/mason_data/obj -mindepth 1 -delete /etc/init.d/[RT script name] restart If you need more detailed instructions, let the list know. On Wed, Jan 25, 2017 at 12:57 PM, Matthew Coons wrote: > Hello RT users, > > I wanted to know if anybody had a working example or was already hiding RT > menu options from logged in users? > > The first item I want to hide is the "Logout" button for all users. We're > using SSO so it's not required to be present. > > The second item I would like to hide (for a specific user group) is the > RTIR menu option. > > Any help or suggestions would be much appreciated, > > Thank you! > > Matt Coons > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Jan 25 14:48:07 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 25 Jan 2017 13:48:07 -0600 Subject: [rt-users] Hiding menu options for particular user groups In-Reply-To: References: Message-ID: https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus On Wed, Jan 25, 2017 at 11:57 AM, Matthew Coons wrote: > Hello RT users, > > I wanted to know if anybody had a working example or was already hiding RT > menu options from logged in users? > > The first item I want to hide is the "Logout" button for all users. We're > using SSO so it's not required to be present. > > The second item I would like to hide (for a specific user group) is the RTIR > menu option. > > Any help or suggestions would be much appreciated, > > Thank you! > > Matt Coons > From coonsm at umich.edu Wed Jan 25 15:03:57 2017 From: coonsm at umich.edu (Matthew Coons) Date: Wed, 25 Jan 2017 15:03:57 -0500 Subject: [rt-users] Hiding menu options for particular user groups In-Reply-To: References: Message-ID: Thanks Alex and Matt, this is really helpful! Matt Coons Incident Responder and Threat Analyst Information & Infrastructure Assurance (IIA) University of Michigan 734-764-4105 coonsm at umich.edu On Wed, Jan 25, 2017 at 2:48 PM, Matt Zagrabelny wrote: > https://docs.bestpractical.com/rt/4.4.1/writing_ > extensions.html#Adding-and-Modifying-Menus > > On Wed, Jan 25, 2017 at 11:57 AM, Matthew Coons wrote: > > Hello RT users, > > > > I wanted to know if anybody had a working example or was already hiding > RT > > menu options from logged in users? > > > > The first item I want to hide is the "Logout" button for all users. We're > > using SSO so it's not required to be present. > > > > The second item I would like to hide (for a specific user group) is the > RTIR > > menu option. > > > > Any help or suggestions would be much appreciated, > > > > Thank you! > > > > Matt Coons > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From coonsm at umich.edu Wed Jan 25 16:03:08 2017 From: coonsm at umich.edu (Matthew Coons) Date: Wed, 25 Jan 2017 16:03:08 -0500 Subject: [rt-users] Hiding menu options for particular user groups In-Reply-To: References: Message-ID: Is there anything besides restarting apache and clearing the Mason cache that I need to do for my changes to take effect? I found the callbacks that reference the "logout" button in the "Tabs" file and I commented them out. I restarted apache and cleared the mason cache, but I still see the logout option present. Even if I start a new session from a private webpage. Any ideas what I may be doing wrong? Thanks. Matt Coons Incident Responder and Threat Analyst Information & Infrastructure Assurance (IIA) University of Michigan 734-764-4105 coonsm at umich.edu On Wed, Jan 25, 2017 at 3:03 PM, Matthew Coons wrote: > Thanks Alex and Matt, this is really helpful! > > > Matt Coons > Incident Responder and Threat Analyst > Information & Infrastructure Assurance (IIA) > University of Michigan > > 734-764-4105 <(734)%20764-4105> > coonsm at umich.edu > > On Wed, Jan 25, 2017 at 2:48 PM, Matt Zagrabelny > wrote: > >> https://docs.bestpractical.com/rt/4.4.1/writing_extensions. >> html#Adding-and-Modifying-Menus >> >> On Wed, Jan 25, 2017 at 11:57 AM, Matthew Coons wrote: >> > Hello RT users, >> > >> > I wanted to know if anybody had a working example or was already hiding >> RT >> > menu options from logged in users? >> > >> > The first item I want to hide is the "Logout" button for all users. >> We're >> > using SSO so it's not required to be present. >> > >> > The second item I would like to hide (for a specific user group) is the >> RTIR >> > menu option. >> > >> > Any help or suggestions would be much appreciated, >> > >> > Thank you! >> > >> > Matt Coons >> > >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Jan 25 16:08:31 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 25 Jan 2017 16:08:31 -0500 Subject: [rt-users] Hiding menu options for particular user groups In-Reply-To: References: Message-ID: You're on Apache, so I doubt you're also using an FCGI server like Enginx users have to? If you happen to be, you'll need to restart that separately, and not worry about Apache. At least, I just restart the FCGI server and not Nginx and it works. My only other idea is to reverse the order: clear the cache, *then* restart Apache. I can't think of anything else you should have to do. If it still doesn't work, check the names of your modified files in local/html/Elements. If the file(s) you worked on there don't match the names in share/html/Elements precisely, RT won't find and load your versions. On Wed, Jan 25, 2017 at 4:03 PM, Matthew Coons wrote: > Is there anything besides restarting apache and clearing the Mason cache > that I need to do for my changes to take effect? > > I found the callbacks that reference the "logout" button in the "Tabs" > file and I commented them out. > > I restarted apache and cleared the mason cache, but I still see the logout > option present. Even if I start a new session from a private webpage. > > Any ideas what I may be doing wrong? > > Thanks. > > Matt Coons > Incident Responder and Threat Analyst > Information & Infrastructure Assurance (IIA) > University of Michigan > > 734-764-4105 <(734)%20764-4105> > coonsm at umich.edu > > On Wed, Jan 25, 2017 at 3:03 PM, Matthew Coons wrote: > >> Thanks Alex and Matt, this is really helpful! >> >> >> Matt Coons >> Incident Responder and Threat Analyst >> Information & Infrastructure Assurance (IIA) >> University of Michigan >> >> 734-764-4105 <(734)%20764-4105> >> coonsm at umich.edu >> >> On Wed, Jan 25, 2017 at 2:48 PM, Matt Zagrabelny >> wrote: >> >>> https://docs.bestpractical.com/rt/4.4.1/writing_extensions.h >>> tml#Adding-and-Modifying-Menus >>> >>> On Wed, Jan 25, 2017 at 11:57 AM, Matthew Coons >>> wrote: >>> > Hello RT users, >>> > >>> > I wanted to know if anybody had a working example or was already >>> hiding RT >>> > menu options from logged in users? >>> > >>> > The first item I want to hide is the "Logout" button for all users. >>> We're >>> > using SSO so it's not required to be present. >>> > >>> > The second item I would like to hide (for a specific user group) is >>> the RTIR >>> > menu option. >>> > >>> > Any help or suggestions would be much appreciated, >>> > >>> > Thank you! >>> > >>> > Matt Coons >>> > >>> >> >> > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jsheehy at prg.com Wed Jan 25 09:46:16 2017 From: jsheehy at prg.com (Jonathan Sheehy) Date: Wed, 25 Jan 2017 14:46:16 +0000 Subject: [rt-users] How to delete Ticket Message-ID: We are having an issue where RT is looping a ticket every few seconds causing an NDR bomb to our Exchange system. What is the process for permanently removing a ticket or series of tickets. We have a Postgres db.... Jonathan Sheehy Exchange Administrator ________________________________ PRG Secaucus A Division of Production Resource Group 915 Secaucus Rd. Secaucus, NJ 07094 201-758-4262 phone 908-902-0660 cell jsheehy at prg.com www.prg.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Jan 25 16:19:31 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 25 Jan 2017 15:19:31 -0600 Subject: [rt-users] Hiding menu options for particular user groups In-Reply-To: References: Message-ID: On Wed, Jan 25, 2017 at 3:03 PM, Matthew Coons wrote: > Is there anything besides restarting apache and clearing the Mason cache > that I need to do for my changes to take effect? Perhaps. What did you exactly do besides those two steps? Feel free to copy and paste what commandline commands you ran. > I found the callbacks that reference the "logout" button in the "Tabs" file > and I commented them out. Ideally you should be using the callback, not commenting it out. > I restarted apache and cleared the mason cache, but I still see the logout > option present. Even if I start a new session from a private webpage. > > Any ideas what I may be doing wrong? Customizing RT can have a bit of a learning curve, but once you understand the details, it is rather flexible and powerful. All that being said, if this is your first customization, it might take a few iterations before things start clicking. -m From lstewart at internap.com Wed Jan 25 16:24:33 2017 From: lstewart at internap.com (Landon Stewart) Date: Wed, 25 Jan 2017 21:24:33 +0000 Subject: [rt-users] How to delete Ticket In-Reply-To: References: Message-ID: <317E2EA8-7949-4526-A241-A2CCFBFC30F6@internap.com> How are you delivering mail to rt-mailgate? On Jan 25, 2017, at 6:46 AM, Jonathan Sheehy > wrote: We are having an issue where RT is looping a ticket every few seconds causing an NDR bomb to our Exchange system. What is the process for permanently removing a ticket or series of tickets. We have a Postgres db.... Jonathan Sheehy Exchange Administrator ________________________________ PRG Secaucus A Division of Production Resource Group 915 Secaucus Rd. Secaucus, NJ 07094 201-758-4262 phone 908-902-0660 cell jsheehy at prg.com www.prg.com -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Wed Jan 25 16:30:14 2017 From: lstewart at internap.com (Landon Stewart) Date: Wed, 25 Jan 2017 21:30:14 +0000 Subject: [rt-users] How to delete Ticket In-Reply-To: <317E2EA8-7949-4526-A241-A2CCFBFC30F6@internap.com> References: <317E2EA8-7949-4526-A241-A2CCFBFC30F6@internap.com> Message-ID: <6288B65C-4BA9-4C2B-83CD-C76933CC6133@internap.com> Oh, also. To remove a ticket properly (do not attempt to edit the database) you use rt-shredder. Example: rt-shredder --plugin 'Tickets=query,id = ' There's also a web UI within RT: https://rt-wiki.bestpractical.com/wiki/Shredder#WebUI On Jan 25, 2017, at 1:24 PM, Landon Stewart > wrote: How are you delivering mail to rt-mailgate? On Jan 25, 2017, at 6:46 AM, Jonathan Sheehy > wrote: We are having an issue where RT is looping a ticket every few seconds causing an NDR bomb to our Exchange system. What is the process for permanently removing a ticket or series of tickets. We have a Postgres db.... Jonathan Sheehy Exchange Administrator ________________________________ PRG Secaucus A Division of Production Resource Group 915 Secaucus Rd. Secaucus, NJ 07094 201-758-4262 phone 908-902-0660 cell jsheehy at prg.com www.prg.com -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Jan 26 09:05:27 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 26 Jan 2017 14:05:27 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated (Cena, Stephen (ext. 300)) Message-ID: <87F81E27495DC8489147E34A4152E268A49676D0@MailStore2010.ogp.qvii.com> Small update: I was able to fix the system errors for logging. While the err.log doesn't contain much, there were two telling entries: 2017-01-26T01:12:29.975366Z 1622 [Note] Aborted connection 1622 to db: 'rt_service' user: 'backupdb' host: 'localhost' (Got an error writing communication packets) 2017-01-26T01:24:16.284038Z 1628 [Note] Aborted connection 1628 to db: 'rt_service' user: 'backupdb' host: 'localhost' (Got an error writing communication packets) That's my MySQL backup account which only is used to dump the files and that's my affected database. I've got an active MySQL 'support request' out there: https://forums.mysql.com/read.php?28,654543 , I'll be adding this shortly. Something is definitely disrupting the connection. Message: 2 Date: Wed, 25 Jan 2017 12:28:10 +0000 From: "Cena, Stephen (ext. 300)" To: "rt-users at lists.bestpractical.com" Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A49666CA at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" Update on my MySQL backup issue: no change. I've now moved the Windows TEMP folders to the larger drive to see if the issue was running out of temp space and it has not helped. I will keep the group updated to any developments, but will refrain if its not anything noteworthy. I'm going to try contacting the MySQL forums as this looks to be more suited to them. I'm also going to see if I can spin up a Linux MySQL DB server and "move" the tables into it via SFTP/copy, then attempt a backup there. I'm good with MySQL but it's not my bread & butter. Any additional help from the group will be welcomed. To date, I've tried: -Splitting the attachments table into its own backup job: failed. -Moved MySQL temp folder/location to larger drive: failed. -Moved Windows 2012 system TEMP folders to larger drive: failed. -Ran MySQL diagnostics on the RT database affected: all tests pass Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From Brian.Dunbar at von.ca Thu Jan 26 14:59:22 2017 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Thu, 26 Jan 2017 19:59:22 +0000 Subject: [rt-users] Assets RT 4.4.0 Message-ID: <1B0952CE40023A48AE928B0BBBC4AD401473196C@VONDC335.vonnat1.von.ca> Hello List, I was asked to start using RT for Assets. I created a new catalog. I put in my computer for test with serial number and details When I set the owner. I could not set the Company it would only let me pick a domain account So as an example my account is smithjohn and my email is john.smith at company.com When I add the record it picks by account name smithjohn When I want to search by owner after I pick smithjohn and it reformats it to the email address and does not find my asset. I can search on other fields but I would like to search by owner. Any ideas? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle.dippery at uky.edu Thu Jan 26 15:21:58 2017 From: kyle.dippery at uky.edu (Dippery, Kyle) Date: Thu, 26 Jan 2017 20:21:58 +0000 Subject: [rt-users] Assets RT 4.4.0 In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD401473196C@VONDC335.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD401473196C@VONDC335.vonnat1.von.ca> Message-ID: Maybe use a custom field for Company? Or create Company-specific catalogs? ________________________________________ From: rt-users on behalf of Dunbar, Brian Sent: Thursday, January 26, 2017 2:59 PM To: rt-users Subject: [rt-users] Assets RT 4.4.0 Hello List, I was asked to start using RT for Assets. I created a new catalog. I put in my computer for test with serial number and details When I set the owner. I could not set the Company it would only let me pick a domain account So as an example my account is smithjohn and my email is john.smith at company.com When I add the record it picks by account name smithjohn When I want to search by owner after I pick smithjohn and it reformats it to the email address and does not find my asset. I can search on other fields but I would like to search by owner. Any ideas? Thanks From Brian.Dunbar at von.ca Fri Jan 27 11:08:26 2017 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Fri, 27 Jan 2017 16:08:26 +0000 Subject: [rt-users] Assets RT 4.4.0 In-Reply-To: References: <1B0952CE40023A48AE928B0BBBC4AD401473196C@VONDC335.vonnat1.von.ca> Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40147329BD@VONDC335.vonnat1.von.ca> I created a company specific catalog and custom fields for the data I want. The owner field is a default field that is required I do not see where I can change that. So if I have to use it I would like the name formats to match if possible. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dippery, Kyle Sent: Thursday, January 26, 2017 3:22 PM To: rt-users Subject: Re: [rt-users] Assets RT 4.4.0 Maybe use a custom field for Company? Or create Company-specific catalogs? ________________________________________ From: rt-users on behalf of Dunbar, Brian Sent: Thursday, January 26, 2017 2:59 PM To: rt-users Subject: [rt-users] Assets RT 4.4.0 Hello List, I was asked to start using RT for Assets. I created a new catalog. I put in my computer for test with serial number and details When I set the owner. I could not set the Company it would only let me pick a domain account So as an example my account is smithjohn and my email is john.smith at company.com When I add the record it picks by account name smithjohn When I want to search by owner after I pick smithjohn and it reformats it to the email address and does not find my asset. I can search on other fields but I would like to search by owner. Any ideas? Thanks From SJC at qvii.com Sat Jan 28 09:14:11 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Sat, 28 Jan 2017 14:14:11 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated (Cena, Stephen (ext. 300)) Message-ID: <87F81E27495DC8489147E34A4152E268A4969255@MailStore2010.ogp.qvii.com> It looks like I've found the problems. To recap: I've got MySQL Server 5.7 on a Windows Server 2012 host running an RT database of ~20GB. My mysqldump backups started becoming truncated for some reason. I'm not sure how much of this is relevant to Windows, but it turns out this is what was happening: Using the --results-file= instead of > was masking a "max_allowed_packet" problem. Once I switched my backup scripts to use the redirect it appeared. The backup is still crashing, but the size is larger now. I'm tweaking my max_allowed_packet size to get it stable. Also, I saw a note that if you're dumping data to the local host that using "shared memory" is faster than a TCP connection to local host. I'm tempted to try it but if anyone has any experience there I'd appreciate it. Thank you to everyone who helped debug this with me. I hope this helps someone in the future! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From kmarshall at tibus.com Mon Jan 30 04:28:38 2017 From: kmarshall at tibus.com (fozzie) Date: Mon, 30 Jan 2017 02:28:38 -0700 (MST) Subject: [rt-users] Possible to chnage owner WITHOUT updating ticket? Message-ID: <1485768518995-63376.post@n7.nabble.com> Hi all, I have an unusual situation and looking for the best solution which I hope you can help with! Currently, we have 3 support Users managing our RT. 1 of those 3 users will be deployed to manage the support queue 1 week at a time on a rotation basis, so USER A will do week 1, then next week it is USER B and then USER C the week after that. The other 2 Users not on RT will be carrying out other duties so we can only have 1 on at any given time. At then end of each week, we need to reassign the tickets to the user who till be taking over RT the following week. Let's say USER A has finished RT duty on a Friday evening and is then going to handover his work to USER B. Logically, he would just change the owner of all his tickets from USER A to USER B. The problem with that is, the "Last Updated" field will change so when USER B starts on Monday morning, he'll see all his tickets last updated date are all "3 days ago". This makes tickets difficult to manage. We like to know exactly when a ticket was last replied to, received from or commented on which helps us to prioritise our workload. Normally just sorting by 'Last Updated' is handy so we know which tickets haven't been updated in the longest amount of time. There are 2 ways I can think of other than the obvious (get more support staff). 1) Prevent 'Last Updated' field from updating when a ticket has changed owner. Is this possible? 2) Leave all open tickets unassigned. (Would prefer to avoid doing this if at all possible). Many thanks in advance, I hope I've explained myself well enough! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From cam2 at cornell.edu Mon Jan 30 06:54:42 2017 From: cam2 at cornell.edu (Chris Manly) Date: Mon, 30 Jan 2017 11:54:42 +0000 Subject: [rt-users] Possible to chnage owner WITHOUT updating ticket? In-Reply-To: <1485768518995-63376.post@n7.nabble.com> References: <1485768518995-63376.post@n7.nabble.com> Message-ID: <731B12D1-6AB2-498B-B05E-2C19EC44F990@cornell.edu> Would it work to search/sort on the ?last contact? date instead of the ?last updated? date? -- Christopher Manly Coordinator, Library Systems Cornell University Library Information Technologies cam2 at cornell.edu 607-255-3344 On 1/30/17, 4:28 AM, "rt-users on behalf of fozzie" wrote: Hi all, I have an unusual situation and looking for the best solution which I hope you can help with! Currently, we have 3 support Users managing our RT. 1 of those 3 users will be deployed to manage the support queue 1 week at a time on a rotation basis, so USER A will do week 1, then next week it is USER B and then USER C the week after that. The other 2 Users not on RT will be carrying out other duties so we can only have 1 on at any given time. At then end of each week, we need to reassign the tickets to the user who till be taking over RT the following week. Let's say USER A has finished RT duty on a Friday evening and is then going to handover his work to USER B. Logically, he would just change the owner of all his tickets from USER A to USER B. The problem with that is, the "Last Updated" field will change so when USER B starts on Monday morning, he'll see all his tickets last updated date are all "3 days ago". This makes tickets difficult to manage. We like to know exactly when a ticket was last replied to, received from or commented on which helps us to prioritise our workload. Normally just sorting by 'Last Updated' is handy so we know which tickets haven't been updated in the longest amount of time. There are 2 ways I can think of other than the obvious (get more support staff). 1) Prevent 'Last Updated' field from updating when a ticket has changed owner. Is this possible? 2) Leave all open tickets unassigned. (Would prefer to avoid doing this if at all possible). Many thanks in advance, I hope I've explained myself well enough! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Mon Jan 30 12:04:03 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 30 Jan 2017 17:04:03 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A496A27C@MailStore2010.ogp.qvii.com> The problem has become more interested. Switching from --results-file to > exposed the max packet problem but now, I can't seem to get around it. I currently have my max_allowed_packet set to 1024M and it's still dying. I have the approximate row & attachment ID where it's failing and if I'm reading it right it's a 110K PDF file. I tried upping it to 2048M but apparently that isn't allowed as the value in MySQL doesn't go any higher. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com Message: 11 Date: Thu, 26 Jan 2017 14:05:27 +0000 From: "Cena, Stephen (ext. 300)" From ahall at autodist.com Mon Jan 30 12:18:37 2017 From: ahall at autodist.com (Alex Hall) Date: Mon, 30 Jan 2017 12:18:37 -0500 Subject: [rt-users] Changing default format of ticket list in queue? Message-ID: Hi all, Where would I go to change the default format for the list of tickets shown when you click a queue name? Can this be done on a queue-by-queue basis, or only as a modification to some template in share/html? I'd like to make some global changes, but for a few queues, have the value of a queue-specific CF in the list. Thanks for any suggestions. -- 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 Jan 30 12:27:11 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 30 Jan 2017 11:27:11 -0600 Subject: [rt-users] Changing default format of ticket list in queue? In-Reply-To: References: Message-ID: Hi Alex, On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall wrote: > Hi all, > Where would I go to change the default format for the list of tickets shown > when you click a queue name? I presume you are talking about the Queue List? Can this be done on a queue-by-queue basis, or > only as a modification to some template in share/html? I don't think there is anything out of the box that will do what you want. That being said, we use a callback to tweak the output for just a single queue. Note: the path may be different for the callback file location due to us running 4.2. # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/QueueSummaryByLifecycle/LinkBuilders <%INIT> my $umd_link_all = sub { my ($queue, $all_statuses) = @_; my @escaped = @{$all_statuses}; # People want to see resolved tickets in the calendar view # of their QueueList - that is, for the Computer Management (CM) queue. # Aside from this "if" statement, this sub routine was lifted from # upstream's version. if ($queue->{Name} eq 'CM') { push @escaped, 'resolved'; } s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting my $search = ${$build_search_link}->( $queue->{Name}, "(".join(" OR ", map "Status = '$_'", @escaped).")", ); if ($queue->{Name} eq 'CM') { my @fields = map { "'__${_}__'" } ( 'Created', 'Due', 'Resolved', 'Started', 'Starts', 'LastUpdated', ) ; my $format = $m->interp->apply_escapes( join(',', @fields), 'u', ); $search .= '&Format='.$format; } return $search; }; ${$link_all} = $umd_link_all; <%ARGS> $build_search_link $link_all $link_status Enjoy, -m From ahall at autodist.com Mon Jan 30 12:51:37 2017 From: ahall at autodist.com (Alex Hall) Date: Mon, 30 Jan 2017 12:51:37 -0500 Subject: [rt-users] Changing default format of ticket list in queue? In-Reply-To: References: Message-ID: Sorry I wasn't clear. I'm talking about the results when you view all tickets for a certain queue. For instance, open a ticket in the Customer Service queue, and somewhere on that page is the queue name as a link. Clicking that link takes you to a page listing all active tickets in that queue. That list of tickets is what I want to modify. I didn't realize until just now that the list is simply an automatic search. I don't know how to modify the results page for this search without changing the results for *any* search. At least I have a place to start now. I was thinking that queues had special pages listing their active tickets, so I was looking for that template. On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall wrote: > > Hi all, > > Where would I go to change the default format for the list of tickets > shown > > when you click a queue name? > > I presume you are talking about the Queue List? > > Can this be done on a queue-by-queue basis, or > > only as a modification to some template in share/html? > > I don't think there is anything out of the box that will do what you > want. That being said, we use a callback to tweak the output for just > a single queue. > > Note: the path may be different for the callback file location due to > us running 4.2. > > # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/ > Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/ > QueueSummaryByLifecycle/LinkBuilders > <%INIT> > my $umd_link_all = sub { > my ($queue, $all_statuses) = @_; > my @escaped = @{$all_statuses}; > > # People want to see resolved tickets in the calendar view > # of their QueueList - that is, for the Computer Management (CM) queue. > # Aside from this "if" statement, this sub routine was lifted from > # upstream's version. > if ($queue->{Name} eq 'CM') { > push @escaped, 'resolved'; > } > > s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting > > my $search = ${$build_search_link}->( > $queue->{Name}, > "(".join(" OR ", map "Status = '$_'", @escaped).")", > ); > > if ($queue->{Name} eq 'CM') { > my @fields = map > { "'__${_}__'" } > ( > 'Created', > 'Due', > 'Resolved', > 'Started', > 'Starts', > 'LastUpdated', > ) > ; > > my $format = $m->interp->apply_escapes( > join(',', @fields), > 'u', > ); > $search .= '&Format='.$format; > } > > return $search; > }; > > ${$link_all} = $umd_link_all; > > <%ARGS> > $build_search_link > $link_all > $link_status > > > Enjoy, > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Mon Jan 30 14:08:15 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 30 Jan 2017 19:08:15 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87F81E27495DC8489147E34A4152E268A496A504@MailStore2010.ogp.qvii.com> It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database server MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at ~18GB when the database is easily 20GB. It looks like (for whatever reason) the max_allowed_packet option is not carrying over to the backup scripts. I re-wrote my backup options as: -u USER -h HOST --max_allowed_packet=512M --single_transaction > output.sql That solved it. And I get a full backup of the file. Probably my own fault, but wanted to share the information. I'm now getting 19.5GB+ backups. Thanks to everyone! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From chrisis at bosberaad.com Mon Jan 30 13:25:32 2017 From: chrisis at bosberaad.com (chrisis) Date: Mon, 30 Jan 2017 11:25:32 -0700 (MST) Subject: [rt-users] Possible to chnage owner WITHOUT updating ticket? In-Reply-To: <731B12D1-6AB2-498B-B05E-2C19EC44F990@cornell.edu> References: <1485768518995-63376.post@n7.nabble.com> <731B12D1-6AB2-498B-B05E-2C19EC44F990@cornell.edu> Message-ID: <1485800732961-63383.post@n7.nabble.com> Why do you want to re-assign at all? Assigning an Owner is a mechanism for ensuring that a ticket has someone looking at it and working on it, and is responsible for making progress towards a solution. Since you have an external roster that assigns responsibility for work, this mechanism is externally achieved. Whenever you ask, "who is supposed to be working on x ticket" the answer comes from your roster, not by looking up the ticket. When a user makes changes to a ticket he can assign the ticket owner as himself at that point - this will enable tracking of who is doing work on the ticket, and will also only update the last action date at the time work is actually done. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376p63383.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From chrisis at bosberaad.com Mon Jan 30 16:08:23 2017 From: chrisis at bosberaad.com (Chris McClement) Date: Mon, 30 Jan 2017 21:08:23 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> <99A76B63-3A95-485C-8B4F-0FA512BFD837@uanet.se> Message-ID: Hi Martin I think the problem might be that you are using non-English characters in the ticket identifier. In New Zealand, Maori words have some special characters called macrons. They are used with vowels to specify the length of the vowel sound. Our service is called "Kotui" but there is meant to be a macron over the "o" so it is spelled like: K?tui. When I first set up our queues, I used the correct, macron-using spelling in the ticket identifier (e.g. [K?tui Support ID #12345]), but this results in all replies generating new tickets instead of being added to existing tickets. The problem went away when I reverted to using the standard "o" without a macron. Regards, Chris On Wed, 18 Jan 2017 at 05:25 Martin Petersson wrote: > Well i have looked at the rights. I have created a group called support > and gave all the necessary access and for the group All in general rights i > gave them access to everything, comment, register new tickets, create > tickets and so on. > > Really strange, anyone have any more ideas? > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > [image: logo-uanet-email.jpg] > > > > 16 jan. 2017 kl. 16:03 skrev Alex Hall : > > That looks fine to me, though I'm no expert. I definitely don't see > anything that would cause email replies to turn into new tickets. My only > other idea is a rights problem, but I don't know RT well enough to know if > it's even possible. > > My thought is that the users emailing replies don't have permission to > comment or correspond on the tickets in question, so RT is making new > tickets instead. But again, I don't know RT enough to say whether it would > do that or not. It's just a thought. Still, it might be worth checking the > rights, unless and until someone with more experience can help. > > On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson wrote: > > Yes here it is: > I have no files in RT_SiteConfig.d/ > > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # If this file includes non-ASCII characters, it must be encoded in > # UTF-8. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this command: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > # > # You must restart your webserver after making changes to this file. > # > > # You may also split settings into separate files under the > etc/RT_SiteConfig.d/ > # directory. All files ending in ".pm" will be parsed, in alphabetical > order, > # after this file is loaded. > > Set( $rtname, 'uanet.se'); > Set( $Organization, 'uanet.se'); > Set( $Timezone, 'Europe/Stockholm'); > Set( $WebDomain, 'help.uanet.se'); > Set( $WebPort, 443); > Set( $WebPath, ''); > Set( $DatabasePassword, ?secret'); > Set($CorrespondAddress , ?support at uanet.se'); > Set($CommentAddress , 'support-comment at uanet.se'); > Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 helpdesk.uanet.se:80 > )); > # You must install Plugins on your own, this is only an example > # of the correct syntax to use when activating them: > # Plugin( "RT::Authen::ExternalAuth" ); > #Plugin('RT::Extension::SLA'); > #Plugin('RT::Extension::CommandByMail'); > #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); > 1; > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > > > > > 16 jan. 2017 kl. 15:19 skrev Alex Hall : > > Yes, the regexp would be in there if you've modified it. Can you just post > your entire RT_SiteConfig.pm file (or files if you're using files inside > RT_SiteConfig.d)? That might be the best way for us to see what you're > working with. > > On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson wrote: > > Hello, > > Thank you for your answer. > Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? > > I have renamed the RT site, could that cause anything? > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > > > > 16 jan. 2017 kl. 15:00 skrev Alex Hall : > > My first thought is that you've modified your $EmailSubjectTagRegex > setting. If you have, there may be a mistake in that which is causing a > problem. If you have changed it, can you give us its current value? Or > disable the change and see if replies start working correctly, then debug > the regexp? > > On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson wrote: > > Hello, > > Somehow i get the auto reply ticket that the customer receive. > And then when i reply to the ticket it creates a new ticket, whats wrong? > > I have Ubuntu latest OS and RT 4.4.1 > > > > > *Martin Petersson* > *IT-Konsult* > > *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se > Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 > > > > > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > > > > -- > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: not available URL: From t.baetzler at bringe.com Tue Jan 31 03:26:27 2017 From: t.baetzler at bringe.com (=?iso-8859-1?Q?Thomas_B=E4tzler?=) Date: Tue, 31 Jan 2017 08:26:27 +0000 Subject: [rt-users] MySQL backups of RT 4.4.1 truncated In-Reply-To: <87F81E27495DC8489147E34A4152E268A496A504@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A496A504@MailStore2010.ogp.qvii.com> Message-ID: <515168F006F2D643952F8FFD24F2E07304541D91EE@sonne2.gw.bringe.net> Hi Stephen, > It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database server > MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at > ~18GB when the database is easily 20GB. Good to hear. Does your my.cnf file not have a "[mysqldump]" section? That's where mysqldump looks for its settings. If you run "mysqldump --help", it'll tell you where it looks for that ini file, and further down it'll tell you what it's actually using settings-wise. Oh, and make sure that you only have one of those ini files, so that one doesn't overwrite the settings in the other ;-) MfG, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5050 bytes Desc: not available URL: From m_orallo at yahoo.es Tue Jan 31 06:33:02 2017 From: m_orallo at yahoo.es (Marcos Orallo) Date: Tue, 31 Jan 2017 12:33:02 +0100 Subject: [rt-users] Changing default format of ticket list in queue? In-Reply-To: References: Message-ID: Hi Alex, I didn't check it in depth, but you may be interested in customizing this Element using the "local" folder. https://github.com/bestpractical/rt/blob/4.4-trunk/share/html/Ticket/Elements/ShowQueue Also, for the links in the QueueList portlet in the dashboards, there is a callback to define the link: https://github.com/bestpractical/rt/blob/4.4-trunk/share/html/Elements/QueueSummaryByLifecycle#L106 I hope it helps! Marcos. 2017-01-30 18:51 GMT+01:00 Alex Hall : > Sorry I wasn't clear. I'm talking about the results when you view all > tickets for a certain queue. For instance, open a ticket in the Customer > Service queue, and somewhere on that page is the queue name as a link. > Clicking that link takes you to a page listing all active tickets in that > queue. That list of tickets is what I want to modify. > > I didn't realize until just now that the list is simply an automatic > search. I don't know how to modify the results page for this search without > changing the results for *any* search. At least I have a place to start > now. I was thinking that queues had special pages listing their active > tickets, so I was looking for that template. > > On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny > wrote: > >> Hi Alex, >> >> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall wrote: >> > Hi all, >> > Where would I go to change the default format for the list of tickets >> shown >> > when you click a queue name? >> >> I presume you are talking about the Queue List? >> >> Can this be done on a queue-by-queue basis, or >> > only as a modification to some template in share/html? >> >> I don't think there is anything out of the box that will do what you >> want. That being said, we use a callback to tweak the output for just >> a single queue. >> >> Note: the path may be different for the callback file location due to >> us running 4.2. >> >> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/ >> html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/ >> Elements/QueueSummaryByLifecycle/LinkBuilders >> <%INIT> >> my $umd_link_all = sub { >> my ($queue, $all_statuses) = @_; >> my @escaped = @{$all_statuses}; >> >> # People want to see resolved tickets in the calendar view >> # of their QueueList - that is, for the Computer Management (CM) >> queue. >> # Aside from this "if" statement, this sub routine was lifted from >> # upstream's version. >> if ($queue->{Name} eq 'CM') { >> push @escaped, 'resolved'; >> } >> >> s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting >> >> my $search = ${$build_search_link}->( >> $queue->{Name}, >> "(".join(" OR ", map "Status = '$_'", @escaped).")", >> ); >> >> if ($queue->{Name} eq 'CM') { >> my @fields = map >> { "'__${_}__'" } >> ( >> 'Created', >> 'Due', >> 'Resolved', >> 'Started', >> 'Starts', >> 'LastUpdated', >> ) >> ; >> >> my $format = $m->interp->apply_escapes( >> join(',', @fields), >> 'u', >> ); >> $search .= '&Format='.$format; >> } >> >> return $search; >> }; >> >> ${$link_all} = $umd_link_all; >> >> <%ARGS> >> $build_search_link >> $link_all >> $link_status >> >> >> Enjoy, >> >> -m >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin at uanet.se Tue Jan 31 10:34:48 2017 From: martin at uanet.se (Martin Petersson) Date: Tue, 31 Jan 2017 15:34:48 +0000 Subject: [rt-users] When replying to a new ticket a new ticket get created In-Reply-To: References: <1ECE30E2-FA6B-44B6-B65E-173637AF4EE3@uanet.se> <5D7D1BC2-0725-4900-9151-94E52B6F044E@uanet.se> <99A76B63-3A95-485C-8B4F-0FA512BFD837@uanet.se> Message-ID: <4FCCC8A1-F54D-492A-B459-16EB6FCEDE97@uanet.se> Hello Chris Thank you so much for answering. Yes we have ??? in Sweden. I reverted back to english on the templates if you mean thats where i should change? Because it was the only place where i changed from english to swedish but then i noticed that i had this in the subject tag on the queue [Uanet ?rende ID #34] So i removed the ? and now it works :) Thank you very much!! But how do i set it to use ???, it works in our old RT 4.0.4 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] 30 jan. 2017 kl. 22:08 skrev Chris McClement >: Hi Martin I think the problem might be that you are using non-English characters in the ticket identifier. In New Zealand, Maori words have some special characters called macrons. They are used with vowels to specify the length of the vowel sound. Our service is called "Kotui" but there is meant to be a macron over the "o" so it is spelled like: K?tui. When I first set up our queues, I used the correct, macron-using spelling in the ticket identifier (e.g. [K?tui Support ID #12345]), but this results in all replies generating new tickets instead of being added to existing tickets. The problem went away when I reverted to using the standard "o" without a macron. Regards, Chris On Wed, 18 Jan 2017 at 05:25 Martin Petersson > wrote: Well i have looked at the rights. I have created a group called support and gave all the necessary access and for the group All in general rights i gave them access to everything, comment, register new tickets, create tickets and so on. Really strange, anyone have any more ideas? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 16 jan. 2017 kl. 16:03 skrev Alex Hall >: That looks fine to me, though I'm no expert. I definitely don't see anything that would cause email replies to turn into new tickets. My only other idea is a rights problem, but I don't know RT well enough to know if it's even possible. My thought is that the users emailing replies don't have permission to comment or correspond on the tickets in question, so RT is making new tickets instead. But again, I don't know RT enough to say whether it would do that or not. It's just a thought. Still, it might be worth checking the rights, unless and until someone with more experience can help. On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson > wrote: Yes here it is: I have no files in RT_SiteConfig.d/ # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # If this file includes non-ASCII characters, it must be encoded in # UTF-8. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this command: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. # # You may also split settings into separate files under the etc/RT_SiteConfig.d/ # directory. All files ending in ".pm" will be parsed, in alphabetical order, # after this file is loaded. Set( $rtname, 'uanet.se'); Set( $Organization, 'uanet.se'); Set( $Timezone, 'Europe/Stockholm'); Set( $WebDomain, 'help.uanet.se'); Set( $WebPort, 443); Set( $WebPath, ''); Set( $DatabasePassword, ?secret'); Set($CorrespondAddress , ?support at uanet.se'); Set($CommentAddress , 'support-comment at uanet.se'); Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443 helpdesk.uanet.se:80)); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them: # Plugin( "RT::Authen::ExternalAuth" ); #Plugin('RT::Extension::SLA'); #Plugin('RT::Extension::CommandByMail'); #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); 1; Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 16 jan. 2017 kl. 15:19 skrev Alex Hall >: Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with. On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson > wrote: Hello, Thank you for your answer. Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? I have renamed the RT site, could that cause anything? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 16 jan. 2017 kl. 15:00 skrev Alex Hall >: My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp? On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson > wrote: Hello, Somehow i get the auto reply ticket that the customer receive. And then when i reply to the ticket it creates a new ticket, whats wrong? I have Ubuntu latest OS and RT 4.4.1 Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From m81l1ngl15t5 at gmail.com Tue Jan 31 21:18:33 2017 From: m81l1ngl15t5 at gmail.com (Jason Foster) Date: Tue, 31 Jan 2017 21:18:33 -0500 Subject: [rt-users] Best way to avoid sending large attachments via email Message-ID: I've run into a issue (on RT 4.2.9) where an overly large attachment will cause my (OS X Sierra) server to become resource starved. My guess is that somewhere between Apache, FastCGI, RT, and postfix, attempting to send (e.g.) a 50MB attachment using the "On Create Notify AdminCcs" scrip is causing a timeout or similar. $MaxAttachmentSize relates to the database, so doesn't seem helpful in this case. And was the only setting I could find. I do like receiving email notifications on create (or modify) so I don't want to disable the scrip. >From what I can tell the best thing to do would be to: - copy NotifyOwnerOrAdminCc.pm to something like NotifyOwnerOrAdminCcWithLimits.pm - set "On Create Notify AdminCcs" to use NotifyOwnerOrAdminCcWithLimits.pm - in NotifyOwnerOrAdminCcWithLimits.pm figure out how to check the attachment size and either attach (if small) or link (if large) Within NotifyOwnerOrAdminCc.pm my guess is that I would want to override AddAttachment() from SendEmail.pm ... at which point my Perl-fu starts to fail me. Does this seem like the right solution (to avoiding the sending of large email attachments)? And does the rough outline of my plan make sense? Thanks! Jason -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisis at bosberaad.com Tue Jan 31 22:55:33 2017 From: chrisis at bosberaad.com (Chris McClement) Date: Wed, 01 Feb 2017 03:55:33 +0000 Subject: [rt-users] SLA Extension - searching for tickets with SLA not set Message-ID: I can't figure out how to search for a field (specifically, "SLA") that is unset: Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" queue and from there an operator reviews the content and then assigns the ticket to the relevant queue. The "Helpdesk" queue does not have an SLA assigned to it, but the downstream queues do. What's been happening, though, is that tickets transferred from "Helpdesk" to "Queue1" (not it's real name) aren't picking up the SLA default setting. Instead, the SLA field is unset. If I search for tickets with SLA = 'STANDARD' I get results showing tickets that have that SLA value. If I search for tickets with SLA != 'STANDARD' I only get tickets that have the SLA field set (URGENT or CRITICAL, for example). But I don't get the hundreds of tickets that don't have the SLA field set at all. Does anyone know the syntax to use to search for a field that is unset? -------------- next part -------------- An HTML attachment was scrubbed... URL: