[rt-users] REST interface, getting custom fields
Hi,
I'm using the perl module 'RT::Client::REST' to query the database for tickets
with a specific custom field with a value and update the tickets to a different
owner and state.
Script works for 2 other queues without issue. The 3rd queue however,
configured the same as far as I can see, behaves differently.
The script does a search and finds tickets that meet the criteria (CF.{Mingle
Card Number} 0), which says to me that the tickets have the custom field
visible to the user I'm logged in as. Cool.
I then loop through the search results getting the individual ticket details
(to get the value of the custom field):
my $ticket = RT::Client::REST::Ticket-new(
rt = $_RT,
id = $id,
)-retrieve;
if (!defined($ticket-cf($_cf_name))) {
print Dumper($ticket-{'__cf'});
printf(STDERR Unable to find the %s on ticket %d\n,
$_cf_name, $id);
next;
}
This fails on the one queue.
Example of the failure:
$VAR1 = {
'(sc/fr) clarifications' = 'N/A',
'(sc/fr) summary' = 'For one thing it will make reports that are no
longer downloadable accessible.',
'(sc/fr) scope' = 'Reporting components of the *** website.',
'user priority' = '',
'psm monitor' = '',
'dev priority' = '2 - Needs looking at within a week or so',
'(sc/fr) context' = 'Line limit is no longer required.'
};
Unable to find the Mingle Card Number on ticket 7152
I've gone over the permissions on the queue a few times, left it for a few
hours and reviewed them again. I can't figure out why this works for the other
queues and not this one.
No errors are logged at debug level. A restart of the apache instance doesn't
resolve the issue.
User ID: 11098, member of:
Group ID: 147279 (Principals id: 147279)
Queue ID: 31
CF ID: 49
Confirmed the CF is allocated to the queue with the name 'Mingle Card Number'
('select * from ObjectCustomFields where CustomField = 49 and ObjectId = 31'
and 'select Name from CustomFields where id = 49') and that there is only one
Custom Field with this name.
Group has the following permissions on the queue (confirmed by ' select * from
ACL where ObjectId = 31 and PrincipalId = 147279'):
ModifyCustomField
ModifyTicket
OwnTicket
SeeCustomField
Where should I be checking next?
RT 3.8.8, RT::Client::REST 0.40, RedHat, MySQL.
Stuart J. Browne
Senior Unix Administrator, Network Administrator
AusRegistry Pty Ltd
Level 8, 10 Queens Road
Melbourne. Victoria. Australia. 3004.
Ph: +61 3 9866 3710
Fax: +61 3 9866 1970
Email: stuart.bro...@ausregistry.com.au
Web: www.ausregistry.com.au
The information contained in this communication is intended for the named
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RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] disable quote folding in 4.x
On Monday 29 of August 2011, Arkadiusz Miskiewicz wrote: Is there a way to disable quote folding in 4.x? Some my users are confused by this new feature and unintentionally ignore important information :/ (feature request is to make this a per user setting) Using this hack for now. diff -ubB Ticket/Elements/ShowMessageStanza~ Ticket/Elements/ShowMessageStanza --- Ticket/Elements/ShowMessageStanza~ 2011-08-28 16:30:39.0 +0200 +++ Ticket/Elements/ShowMessageStanza 2011-08-30 11:48:17.262677292 +0200 @@ -107,7 +107,7 @@ $print_content-( \$para ); $para = ''; -$Depth++; +#$Depth++; push @stack, [ $Message, $i + 1 ]; ( $Message, $i ) = ( $stanza, -1 ); -- Arkadiusz MiśkiewiczPLD/Linux Team arekm / maven.plhttp://ftp.pld-linux.org/ RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] quick delete extension with rt 4.02
On Mon, Aug 29, 2011 at 08:55:13PM -0700, Shawn O'Connor wrote: I'm getting started with RT 4.02. From the Best Practical site (http://www.bestpractical.com/rt/extensions.html?J:V-region- extension-list.id=39) it says that the quick delete extension is built into RT since 4.0. Does that mean I don't need to invoke it from RT_SiteConfig.pm? I tried adding it -- then it looks for the extension and errors out. So I'm guessing not. However, after adding the default search parameters that include the quickdelete line item ... By included in 4.0 we don't mean that the extension is literally packaged with it, and then enabled with a @Plugins line, we mean that the functionality exists in core and you don't need the extension. You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. If you want the QuickDelete format parameter to still work, you could install the version on github. As documented in the README there, you'll get the Format parameter, but not the link. https://github.com/bestpractical/rt-extension-quickdelete -kevin . . Priority, QuickDelete, '__NEWLINE__', . . . I get a blank column for the quickdelete column. I tried adding the extension, but I get the same result and then a different error regarding the extension. Any ideas? Is this a bug? -- Thanks. pgpbPASRJDPxs.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
I have been trying to do a little debugging.
I am using RT version 4.0.0 and it appears the ExternalAuth I am using is
version 0.08, is that versioning a match?
Secondly, I went to ExternalAuth.pm and added a debug statment and it appears
as though I am not getting any value passed for $given_user or $given_pass to
my external authentication explaining why it appears that I am not even calling
my actual ldap active directory and attempting external auth, I continue to
receive:
Attempting to use external auth service: EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:66)
[Tue Aug 30 14:08:37 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:94)
[Tue Aug 30 14:08:37 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, No User)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
as my only debug messages out of external authentication, it appears to not be
getting any given_user to work with.
Thanks
Brian
- Original Message -
From: Brian Murphy blmur...@eiu.edu
To: rt-users@lists.bestpractical.com
Sent: Monday, August 29, 2011 11:32:47 AM
Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
Still struggling with trying to get RT externally authenticating with my 2008
Active Directory.
I have been able to accomplish an ldapsearch with the following options
successfully:
ldapsearch -x -b dc=eiuad,dc=eiu,dc=edu -D CN=RT
Auth,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu -h eiuad.eiu.edu -p 389 -W
sAMAccountName=blmurphy
I would like to use the blmurphy as my RT account name. When I execute the
above ldapsearch and input the prompted for password I get back my account
information from the Active Directory. I have the following set in my
RT_SiteConfig.pm but continue to get the externalauth nouser response.
Brian
Set($ExternalSettings, {
# EIUAD Active Directory
'EIUAD' = { ## GENERIC SECTION
# The type of service
(db/ldap/cookie)
'type'
= 'ldap',
# The server hosting
the service
'server'
= 'eiuad.eiu.edu',
## SERVICE-SPECIFIC
SECTION
# If you can bind to
your LDAP server anonymously you should
# remove the user and
pass config lines, otherwise specify them here:
#
# The username RT
should use to connect to the LDAP server
'user'
= 'CN=RT Auth,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu',
# The password RT
should use to connect to the LDAP server
'pass'
= 'x',
#
# The LDAP search base
'base'
= 'dc=eiuad,dc=eiu,dc=edu',
#
# ALL FILTERS MUST BE
VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST** SPECIFY
A filter AND A d_filter!!
#
# The filter to use to
match RT-Users
'filter'
= '(sAMAccountName=*)',
# A catch-all example
filter: '(objectClass=*)'
#
# The filter that will
only match disabled users
'd_filter'
= '(objectclass=Foo)',
# A catch-none example
d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to use
TLS to encrypt connections?
'tls'
= 0,
# SSL Version to
provide
[rt-users] User email address bug(s)
RT 3.8.5 RT::Extension::MergeUsers 0.03 I have confirmed a case with this setup as follows: User A - relevant history - Tue Dec 07 13:43:34 2010 RT_System - User created - Fri Aug 12 13:50:22 2011 RT_System - EmailAddress changed from 'u...@example.com' to '' User B - relevant history - Fri Aug 12 13:50:12 2011 privuser - User created - Fri Aug 12 13:50:22 2011 privuser - EmailAddress changed from ' u...@example.com' to 'u...@example.com' User B's email not only was allowed to be created with a leading space, but was then allowed to be changed to a value already in use by User A -- and set A's email to 0 (presumably http://issues.bestpractical.com/Ticket/Display.html?id=15024). Are these known bugs with RT 3.8.5 and/or MergeUsers 0.03? I am planning to upgrade RT and MergeUsers, but would like to know what's going on here. Thanks, David RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
I am making progress in that I am at least now getting some indication that the
code is trying to authenticate my user in my active directory.
I now receive the following after I upgraded my RT::Auth::External to 0.09.
[debug]: Attempting to use external auth service: EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Aug 30 14:32:12 2011] [debug]: Calling UserExists with $username
(blmurphy) and $service (EIUAD)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Tue Aug 30 14:32:12 2011] [debug]: UserExists params:
username: blmurphy , service: EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Tue Aug 30 14:32:12 2011] [debug]: LDAP Search === Base: ou=its
employees,ou=employee accounts,ou=eiu users,dc=eiuad,dc=eiu.dc=edu == Filter:
((objectClass=person)(sAMAccountName=blmurphy)) == Attrs: sAMAccountName
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Aug 30 14:32:12 2011] [debug]: User Check Failed :: ( EIUAD ) blmurphy
User not found
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)
Anyone have any other pointers for trying to debug this thing?
Thanks.
Brian
- Original Message -
From: Brian Murphy blmur...@eiu.edu
To: rt-users@lists.bestpractical.com
Sent: Tuesday, August 30, 2011 9:13:51 AM
Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
I have been trying to do a little debugging.
I am using RT version 4.0.0 and it appears the ExternalAuth I am using is
version 0.08, is that versioning a match?
Secondly, I went to ExternalAuth.pm and added a debug statment and it appears
as though I am not getting any value passed for $given_user or $given_pass to
my external authentication explaining why it appears that I am not even calling
my actual ldap active directory and attempting external auth, I continue to
receive:
Attempting to use external auth service: EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:66)
[Tue Aug 30 14:08:37 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:94)
[Tue Aug 30 14:08:37 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, No User)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
as my only debug messages out of external authentication, it appears to not be
getting any given_user to work with.
Thanks
Brian
- Original Message -
From: Brian Murphy blmur...@eiu.edu
To: rt-users@lists.bestpractical.com
Sent: Monday, August 29, 2011 11:32:47 AM
Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
Still struggling with trying to get RT externally authenticating with my 2008
Active Directory.
I have been able to accomplish an ldapsearch with the following options
successfully:
ldapsearch -x -b dc=eiuad,dc=eiu,dc=edu -D CN=RT
Auth,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu -h eiuad.eiu.edu -p 389 -W
sAMAccountName=blmurphy
I would like to use the blmurphy as my RT account name. When I execute the
above ldapsearch and input the prompted for password I get back my account
information from the Active Directory. I have the following set in my
RT_SiteConfig.pm but continue to get the externalauth nouser response.
Brian
Set($ExternalSettings, {
# EIUAD Active Directory
'EIUAD' = { ## GENERIC SECTION
# The type of service
(db/ldap/cookie)
'type'
= 'ldap',
# The server hosting
the service
'server'
= 'eiuad.eiu.edu',
## SERVICE-SPECIFIC
SECTION
# If you can bind to
your LDAP server anonymously you should
# remove the user and
pass config lines, otherwise specify them here:
#
# The username RT
should use to connect to the LDAP server
'user'
= 'CN=RT Auth,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu',
# The password RT
should use to connect to the LDAP server
'pass'
= 'x',
#
# The LDAP
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
On Tue, Aug 30, 2011 at 09:35:39AM -0500, Brian Murphy wrote: I am making progress in that I am at least now getting some indication that the code is trying to authenticate my user in my active directory. I now receive the following after I upgraded my RT::Auth::External to 0.09. Yes, you must use the newest version (0.09) for it to work with RT4 [Tue Aug 30 14:32:12 2011] [debug]: LDAP Search === Base: ou=its employees,ou=employee accounts,ou=eiu users,dc=eiuad,dc=eiu.dc=edu == Filter: ((objectClass=person)(sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) Is that the right OU and Filter? Does that OU and Filter work from ldapsearch? -kevin pgpU7hbc4LNIk.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] User email address bug(s)
On Tue, Aug 30, 2011 at 02:34:11PM +, David Chandek-Stark wrote: RT 3.8.5 RT::Extension::MergeUsers 0.03 I have confirmed a case with this setup as follows: User A - relevant history - Tue Dec 07 13:43:34 2010 RT_System - User created - Fri Aug 12 13:50:22 2011 RT_System - EmailAddress changed from 'u...@example.com' to '' User B - relevant history - Fri Aug 12 13:50:12 2011 privuser - User created - Fri Aug 12 13:50:22 2011 privuser - EmailAddress changed from ' u...@example.com' to 'u...@example.com' Presumably you've merged User A and User B? Or is this a bug you see with unmerged users? What happens when you disable the extension? User B's email not only was allowed to be created with a leading space, but was then allowed to be changed to a value already in use by User A -- and set A's email to 0 (presumably http://issues.bestpractical.com/Ticket/Display.html?id=15024). Are these known bugs with RT 3.8.5 and/or MergeUsers 0.03? I am planning to upgrade RT and MergeUsers, but would like to know what's going on here. There were a large number of bugfixes in MergeUser 0.04, released last year. There have also been a large number of bugfixes since 3.8.5 was released 2 years ago. I've not seen your specific bug reported. -kevin pgpYyIyZ4xjwN.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Trouble with scrip to set status based on email subject
Trying to set up this Scrip to set Resolved status based on email subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but tested
it both ways (!~ and =~).
TIA,
Dave
Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom condition:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus( resolved );
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
[rt-users] forwarding ticket on create
At the point a ticket in a particular queue is created, how can I also copy this to a separate e-mail address ? I'm assuming that you use a scrip using the On Create condition but then using the Custom Action Preparation/cleanup code ? We're using version 3.6.5. Thanks, Alison -- ++ Alison Downie, User Support Manager School of Informatics, University of Edinburgh Room 2.43, Informatics Forum 10 Crichton Street, EH8 9AB Tel: 650 3095 ++ The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
A bit confused about that whole filter thing. If I specify objectClass=person and the sAMAccountName on the same filter it does not work with ldapsearch. if I use either one by titself, I get back my user record from AD. Brian - Original Message - From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Tuesday, August 30, 2011 9:41:57 AM Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl On Tue, Aug 30, 2011 at 09:35:39AM -0500, Brian Murphy wrote: I am making progress in that I am at least now getting some indication that the code is trying to authenticate my user in my active directory. I now receive the following after I upgraded my RT::Auth::External to 0.09. Yes, you must use the newest version (0.09) for it to work with RT4 [Tue Aug 30 14:32:12 2011] [debug]: LDAP Search === Base: ou=its employees,ou=employee accounts,ou=eiu users,dc=eiuad,dc=eiu.dc=edu == Filter: ((objectClass=person)(sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) Is that the right OU and Filter? Does that OU and Filter work from ldapsearch? -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA � September 26 27, 2011 * San Francisco, CA, USA � October 18 19, 2011 * Washington DC, USA � October 31 November 1, 2011 * Melbourne VIC, Australia � November 28 29, 2011 * Barcelona, Spain � November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trouble with scrip to set status based on email subject
Forgot to mention - running 4.0.2.
-Dave
On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davek...@gmail.com wrote:
Trying to set up this Scrip to set Resolved status based on email subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but tested
it both ways (!~ and =~).
TIA,
Dave
Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom condition:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus( resolved );
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] User email address bug(s)
Users were not merged. Disabling extension resolves issue (although can still create new user with leading space in email). I will try upgrading extension. Thanks, David On 8/30/11 10:47 AM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 30, 2011 at 02:34:11PM +, David Chandek-Stark wrote: RT 3.8.5 RT::Extension::MergeUsers 0.03 I have confirmed a case with this setup as follows: User A - relevant history - Tue Dec 07 13:43:34 2010 RT_System - User created - Fri Aug 12 13:50:22 2011 RT_System - EmailAddress changed from 'u...@example.com' to '' User B - relevant history - Fri Aug 12 13:50:12 2011 privuser - User created - Fri Aug 12 13:50:22 2011 privuser - EmailAddress changed from ' u...@example.com' to 'u...@example.com' Presumably you've merged User A and User B? Or is this a bug you see with unmerged users? What happens when you disable the extension? User B's email not only was allowed to be created with a leading space, but was then allowed to be changed to a value already in use by User A -- and set A's email to 0 (presumably http://issues.bestpractical.com/Ticket/Display.html?id=15024). Are these known bugs with RT 3.8.5 and/or MergeUsers 0.03? I am planning to upgrade RT and MergeUsers, but would like to know what's going on here. There were a large number of bugfixes in MergeUser 0.04, released last year. There have also been a large number of bugfixes since 3.8.5 was released 2 years ago. I've not seen your specific bug reported. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trouble with scrip to set status based on email subject
Shouldn't that be TransactionBatch and not TransactionCreate?
Cheers,
Ken
On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:
Forgot to mention - running 4.0.2.
-Dave
On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davek...@gmail.com wrote:
Trying to set up this Scrip to set Resolved status based on email subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but tested
it both ways (!~ and =~).
TIA,
Dave
Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom condition:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus( resolved );
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA ? September 26 27, 2011
* San Francisco, CA, USA ? October 18 19, 2011
* Washington DC, USA ? October 31 November 1, 2011
* Melbourne VIC, Australia ? November 28 29, 2011
* Barcelona, Spain ? November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
I can do the following with ldapsearch notice the filter: Enter LDAP Password: # extended LDIF # # LDAPv3 # base dc=eiuad,dc=eiu,dc=edu with scope subtree # filter: ((sAMAccountName=blmurphy)) # requesting: ALL # # Murphy\2C Brian, ITS Employees, Employee Accounts, EIU USERS, eiuad.eiu.edu dn: CN=Murphy\, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=ei uad,DC=eiu,DC=edu objectClass: top objectClass: person objectClass: organizationalPerson objectClass: user cn: Murphy, Brian sn: Murphy title: Associate Director description: Information Technology Services physicalDeliveryOfficeName: Technical Support Operations telephoneNumber: 581-7618 givenName: Brian distinguishedName: CN=Murphy\, Brian,OU=ITS Employees,OU=Employee Accounts,OU= EIU USERS,DC=eiuad,DC=eiu,DC=edu instanceType: 4 whenCreated: 20011219230613.0Z whenChanged: 20110829133938.0Z displayName: Murphy, Brian uSNCreated: 43124 info: Associate Director - higher limits allowed memberOf: CN=RT_Access,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Outlook SSL Change,OU=GPO Scripting Groups,OU=Groups,DC=eiuad,DC= eiu,DC=edu memberOf: CN=Hyperic Administrators,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Global Psynch Helpdesk Staff,OU=ITS Groups,OU=Business Affairs Re source Sharing Groups,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Xythos Users,OU=Groups,DC=eiuad,DC=eiu,DC=edu memberOf: CN=ITS group for Xythos sharing,OU=ITS Groups,OU=Business Affairs Re source Sharing Groups,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=BannerINBJavaUpdater,OU=Groups,DC=eiuad,DC=eiu,DC=edu memberOf: CN=ITS PLs Prgmrs,OU=ITS Groups,OU=Business Affairs Resource Sharing Groups,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=ITSDEPT,OU=ITS Groups,OU=Business Affairs Resource Sharing Groups ,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Tech Support,OU=ITS Groups,OU=Business Affairs Resource Sharing G roups,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Systems Tech Supt,OU=ITS Groups,OU=Business Affairs Resource Sh aring Groups,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Server Ops,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu memberOf: CN=ONORDER,OU=ITS Groups,OU=Business Affairs Resource Sharing Groups ,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=ILOM Admins,OU=Infrastructure Management,OU=Groups,DC=eiuad,DC=ei u,DC=edu memberOf: CN=Brian Murphys Group,OU=ITS Groups,OU=Business Affairs Resource Sh aring Groups,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Others,OU=EISE Project,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC =eiu,DC=edu memberOf: CN=Degree Audit Process Team,OU=EISE Project,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=EIU Faculty and Staff for Citrix Access,OU=Citrix,DC=eiuad,DC=eiu ,DC=edu memberOf: CN=DISASTER,OU=ITS Groups,OU=Business Affairs Resource Sharing Group s,OU=EIU RESOURCE SHARING GROUPS,DC=eiuad,DC=eiu,DC=edu memberOf: CN=SECURITY,OU=Lumpkin Hall Computer Labs,DC=eiuad,DC=eiu,DC=edu memberOf: CN=Backup Operators,CN=Builtin,DC=eiuad,DC=eiu,DC=edu uSNChanged: 12145001 department: Information Technology Services company: Eastern Illinois University streetAddress:: U3R1ZGVudCBTZXJ2aWNlcyBCdWlsZGluZw0KQjk= directReports: CN=Bensley\, Brett,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu directReports: CN=Clayton\, Allen,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu directReports: CN=Wilson\, Julie,OU=Net Admin OU,OU=Sensitive,DC=eiuad,DC=eiu, DC=edu name: Murphy, Brian objectGUID:: RlmmJv+FGEWZvik8YlZYmw== userAccountControl: 512 badPwdCount: 0 codePage: 0 countryCode: 0 badPasswordTime: 129495066522016517 lastLogoff: 0 lastLogon: 129591191145074682 logonHours:: pwdLastSet: 129470205541973909 primaryGroupID: 513 objectSid:: AQUAAAUVkDCgJUtYtjLperlb6gMAAA== adminCount: 1 accountExpires: 0 logonCount: 122 sAMAccountName: blmurphy sAMAccountType: 805306368 userPrincipalName: blmur...@eiuad.eiu.edu lockoutTime: 0 objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=eiuad,DC=eiu,DC=edu dSCorePropagationData: 20110809183717.0Z dSCorePropagationData: 20110803191151.0Z dSCorePropagationData: 20110628195950.0Z dSCorePropagationData: 20110525205317.0Z dSCorePropagationData: 16010714223651.0Z lastLogonTimestamp: 129590987787492303 mail: blmur...@eiu.edu # search reference ref: ldap://DomainDnsZones.eiuad.eiu.edu/DC=DomainDnsZones,DC=eiuad,DC=eiu,DC= edu # search reference ref: ldap://ForestDnsZones.eiuad.eiu.edu/DC=ForestDnsZones,DC=eiuad,DC=eiu,DC= edu # search reference ref: ldap://eiuad.eiu.edu/CN=Configuration,DC=eiuad,DC=eiu,DC=edu # search result search: 2 result: 0 Success # numResponses: 5 # numEntries: 1 # numReferences: 3 - Original Message - From: Brian Murphy blmur...@eiu.edu To: rt-users@lists.bestpractical.com
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
I'm guessing your base should have a comma b/w eiu and dc -- I.e., dc=eiuad,dc=eiu,dc=edu. --D On 8/30/11 11:34 AM, Brian Murphy blmur...@eiu.edu wrote: [Tue Aug 30 15:29:48 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu.dc=edu == Filter: ((sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/ LDAP.pm:304) RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Search Format - Take button
Much appreciated to both of you. I didn't think to click on that edit and steal it from there. The search I was wanting to add it to was indeed a search of Owner = Nobody, so Take will always work... But thinking along those lines... could probably add a steal button to searches that show tickets with owners... 'a href=__WebPath__/Ticket/Display.html?Action=Stealamp;id=__idloc(Steal)__/a/TITLE:NBSP' I haven't tested the above, just took what Christopher wrote and adjusted it. Thanks folks! Mike. On Mon, Aug 29, 2011 at 11:55 AM, Andrew Wagner aawag...@wisc.edu wrote: Mike, I think you have to do that through the advanced view. If you look at the default unowned ticket search in advanced view. To do this, click on Edit, then click on the link next to Edit the Predefined Search Itself, then click on the advanced link. The Take feature should be implemented at the bottom of the format window. From there, you can see how they define the location of the Take link and how it is formatted. It looks to use a special location defined specifically for the Take link: __loc(Take)__ Andrew Wagner Assistant Network administratoraawag...@wisc.edu 265-5710 Room 370B Wisconsin Center for Education Research (WCER)www.wcer.wisc.edu On 8/29/2011 10:40 AM, Mike Johnson wrote: Hi everyone, So I'm trying to build a search that I'll put on a dashboard and on my RT At a Glance. I want to have the Take button in it just like the 10 newest unowned widget that is delivered with RT. How do I do that in the query builder? I know I can make the ticket id a link to take it... but I want a seperate button as my users are used to that Take button... Is it possible? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trouble with scrip to set status based on email subject
I tried TransactionBatch, same result.
On Tue, Aug 30, 2011 at 11:26 AM, k...@rice.edu k...@rice.edu wrote:
Shouldn't that be TransactionBatch and not TransactionCreate?
Cheers,
Ken
On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:
Forgot to mention - running 4.0.2.
-Dave
On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davek...@gmail.com
wrote:
Trying to set up this Scrip to set Resolved status based on email
subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested the
regex match separately. I also thought I had the logic reversed but
tested
it both ways (!~ and =~).
TIA,
Dave
Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom condition:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus( resolved );
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA ? September 26 27, 2011
* San Francisco, CA, USA ? October 18 19, 2011
* Washington DC, USA ? October 31 November 1, 2011
* Melbourne VIC, Australia ? November 28 29, 2011
* Barcelona, Spain ? November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trouble with scrip to set status based on email subject
Dave,
Your scrip is telling RT on Create ( Condition: On Create) = resolve the
ticket.
You can either change your condition to User defined and add a bit of logic to
your Custom condition: to identify ticket creation. Or keep your condition to
On Create and move your:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
To the custom action prepare code.
Hope that helps ;
Roy
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-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of k...@rice.edu
Sent: 30 August 2011 16:27
To: Dave Pascoe
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Trouble with scrip to set status based on email
subject
Shouldn't that be TransactionBatch and not TransactionCreate?
Cheers,
Ken
On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:
Forgot to mention - running 4.0.2.
-Dave
On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davek...@gmail.com
wrote:
Trying to set up this Scrip to set Resolved status based on email
subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested
the
regex match separately. I also thought I had the logic reversed but
tested
it both ways (!~ and =~).
TIA,
Dave
Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom condition:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus( resolved );
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA ? September 26 27, 2011
* San Francisco, CA, USA ? October 18 19, 2011
* Washington DC, USA ? October 31 November 1, 2011
* Melbourne VIC, Australia ? November 28 29, 2011
* Barcelona, Spain ? November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18
[rt-users] Fwd: rt4 and External Auth to AD 2008 non-ssl
Well, sh**! Sometimes the simplest are the most difficult. I was way too close to the forest to see the trees on that one. Having a . instead of the , in my base string was causing me to not be able to find the entry. I have my filter set to () and am using the sAMAccountName and finding the user account, but now it refuses my password. here is what I get in the log. Any ideas. I know my password and am using it for other accounts. [Tue Aug 30 15:48:14 2011] [debug]: Attempting to use external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Aug 30 15:48:14 2011] [debug]: Calling UserExists with $username (blmurphy) and $service (EIUAD) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Tue Aug 30 15:48:14 2011] [debug]: UserExists params: username: blmurphy , service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Tue Aug 30 15:48:14 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: ((sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Tue Aug 30 15:48:14 2011] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Tue Aug 30 15:48:14 2011] [debug]: Trying external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Tue Aug 30 15:48:14 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: ((sAMAccountName=blmurphy)) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Tue Aug 30 15:48:14 2011] [debug]: Found LDAP DN: CN=Murphy\, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Tue Aug 30 15:48:14 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu,dc=edu == Filter: (member=CN=Murphy, Brian,OU=ITS Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100) [Tue Aug 30 15:48:14 2011] [info]: EIUAD AUTH FAILED: blmurphy (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) [Tue Aug 30 15:48:14 2011] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) [Tue Aug 30 15:48:14 2011] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Tue Aug 30 15:48:14 2011] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Tue Aug 30 15:48:14 2011] [error]: FAILED LOGIN for blmurphy from 139.67.17.30 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639) [Tue Aug 30 15:48:17 2011] [debug]: Attempting to use external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Aug 30 15:48:17 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Aug 30 15:48:17 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) - Original Message - From: David Chandek-Stark david.chandek.st...@duke.edu To: Brian Murphy blmur...@eiu.edu, rt-users@lists.bestpractical.com Sent: Tuesday, August 30, 2011 10:41:54 AM Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl I'm guessing your base should have a comma b/w eiu and dc -- I.e., dc=eiuad,dc=eiu,dc=edu. --D On 8/30/11 11:34 AM, Brian Murphy blmur...@eiu.edu wrote: [Tue Aug 30 15:29:48 2011] [debug]: LDAP Search === Base: dc=eiuad,dc=eiu.dc=edu == Filter: ((sAMAccountName=blmurphy)) == Attrs: sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/ LDAP.pm:304) RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Rt-4.0.x ie8 and PIE.htc issue
Has anyone determined how to fix this issue? I did comment out the PIE.htc line as described here, http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=103381;page=2;sb=post_latest_reply;so=ASC;mh=25;list=rt but that does not work for us. The Tickets with many replies starts to squeeze as you scroll down the page till the data looks like one big line. Of course, Firefox and ie9 work fine. I talked to our IT dept and they are to push out ie9 to the end users that don't have XP and manually install Firefox on the XP desktops (most will be gone by end of year). Just thought I would post again to see if there was any other solution or is just not going to compatible ie8? Also, I noticed this to be an issue with external auth (maybe rewrites affect it). I don't notice the issue with the issue.bestpractical.com or if I turn off external auth on an rt-4.0.2 install on my server. Scott RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] quick delete extension with rt 4.02
Thanks for your help on this. You mentioned the following: You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. I did read up on Lifecycles in the RT_Config.pm document. I'm not clear on how to implement this though. At least in this situation. You also mentioned Take examples. Where are those? Thanks again. --Shawn --- On Tue, 8/30/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] quick delete extension with rt 4.02 To: rt-users@lists.bestpractical.com Date: Tuesday, August 30, 2011, 7:11 AM On Mon, Aug 29, 2011 at 08:55:13PM -0700, Shawn O'Connor wrote: I'm getting started with RT 4.02. From the Best Practical site (http://www.bestpractical.com/rt/extensions.html?J:V-region- extension-list.id=39) it says that the quick delete extension is built into RT since 4.0. Does that mean I don't need to invoke it from RT_SiteConfig.pm? I tried adding it -- then it looks for the extension and errors out. So I'm guessing not. However, after adding the default search parameters that include the quickdelete line item ... By included in 4.0 we don't mean that the extension is literally packaged with it, and then enabled with a @Plugins line, we mean that the functionality exists in core and you don't need the extension. You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. If you want the QuickDelete format parameter to still work, you could install the version on github. As documented in the README there, you'll get the Format parameter, but not the link. https://github.com/bestpractical/rt-extension-quickdelete -kevin . . Priority, QuickDelete, '__NEWLINE__', . . . I get a blank column for the quickdelete column. I tried adding the extension, but I get the same result and then a different error regarding the extension. Any ideas? Is this a bug? -- Thanks. -Inline Attachment Follows- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
Complaing about validating the password after locating the user entry.
I am now receiving the following out of the external auth:
[Tue Aug 30 16:15:09 2011] [debug]: Attempting to use external auth service:
EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Aug 30 16:15:09 2011] [debug]: Calling UserExists with $username
(blmurphy) and $service (EIUAD)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Tue Aug 30 16:15:09 2011] [debug]: UserExists params:
username: blmurphy , service: EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base:
dc=eiuad,dc=eiu,dc=edu == Filter: ((objectClass=*)(sAMAccountName=blmurphy))
== Attrs: sAMAccountName
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Aug 30 16:15:09 2011] [debug]: Password validation required for service -
Executing...
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Tue Aug 30 16:15:09 2011] [debug]: Trying external auth service: EIUAD
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base:
dc=eiuad,dc=eiu,dc=edu == Filter: ((sAMAccountName=blmurphy)(objectClass=*))
== Attrs: dn
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Tue Aug 30 16:15:09 2011] [debug]: Found LDAP DN: CN=Murphy\, Brian,OU=ITS
Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Tue Aug 30 16:15:09 2011] [debug]: LDAP Search === Base:
dc=eiuad,dc=eiu,dc=edu == Filter: (member=CN=Murphy, Brian,OU=ITS
Employees,OU=Employee Accounts,OU=EIU USERS,DC=eiuad,DC=eiu,DC=edu) == Attrs:
dn
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
[Tue Aug 30 16:15:09 2011] [info]: EIUAD AUTH FAILED: blmurphy
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
[Tue Aug 30 16:15:09 2011] [debug]: LDAP password validation result: 0
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Tue Aug 30 16:15:09 2011] [debug]: Password Validation Check Result: 0
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Tue Aug 30 16:15:09 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, Password Invalid)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[Tue Aug 30 16:15:09 2011] [error]: FAILED LOGIN for blmurphy from 139.67.17.30
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)
Using the following RT_SiteConfig.pm settings:
Set($ExternalSettings, {
# EIUAD Active Directory
'EIUAD' = { ## GENERIC SECTION
# The type of service
(db/ldap/cookie)
'type'
= 'ldap',
# The server hosting
the service
'server'
= 'eiuad.eiu.edu',
## SERVICE-SPECIFIC
SECTION
# If you can bind to
your LDAP server anonymously you should
# remove the user and
pass config lines, otherwise specify them here:
#
# The username RT
should use to connect to the LDAP server
'user'
= 'CN=RT Auth,OU=Sensitive,DC=eiuad,DC=eiu,DC=edu',
# The password RT
should use to connect to the LDAP server
'pass'
= 'x!',
#
# The LDAP search base
#'base'
= 'ou=its employees,ou=employee accounts,ou=eiu
users,dc=eiuad,dc=eiu,dc=edu',
'base'
= 'dc=eiuad,dc=eiu,dc=edu',
#
# ALL FILTERS MUST BE
VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST** SPECIFY
A filter AND A d_filter!!
#
Re: [rt-users] Trouble with scrip to set status based on email subject
Thanks for the tips...my initial mistake was selecting OnCreate rather than Custom Defined for the condition. Whoops. Thanks, all. Dave RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] forwarding ticket on create
On Tue, Aug 30, 2011 at 03:55:30PM +0100, Alison Downie wrote: At the point a ticket in a particular queue is created, how can I also copy this to a separate e-mail address ? I'm assuming that you use a scrip using the On Create condition but then using the Custom Action Preparation/cleanup code ? We're using version 3.6.5. You could make the email address an AdminCc if you also want them to get correspondences. You could say On Create Notify Other Recipients and use a custom template that has a Cc or Rt-Send-Cc line in it. There are several ways to do that -kevin pgpCc2CetIykF.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] User email address bug(s)
On Tue, Aug 30, 2011 at 03:24:23PM +, David Chandek-Stark wrote: Users were not merged. Disabling extension resolves issue (although can still create new user with leading space in email). I will try upgrading extension. A leading space on email address even appears to work in 4.0 There isn't anywhere near enough validation of email addresses on manual user creation. -kevin On 8/30/11 10:47 AM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 30, 2011 at 02:34:11PM +, David Chandek-Stark wrote: RT 3.8.5 RT::Extension::MergeUsers 0.03 I have confirmed a case with this setup as follows: User A - relevant history - Tue Dec 07 13:43:34 2010 RT_System - User created - Fri Aug 12 13:50:22 2011 RT_System - EmailAddress changed from 'u...@example.com' to '' User B - relevant history - Fri Aug 12 13:50:12 2011 privuser - User created - Fri Aug 12 13:50:22 2011 privuser - EmailAddress changed from ' u...@example.com' to 'u...@example.com' Presumably you've merged User A and User B? Or is this a bug you see with unmerged users? What happens when you disable the extension? User B's email not only was allowed to be created with a leading space, but was then allowed to be changed to a value already in use by User A -- and set A's email to 0 (presumably http://issues.bestpractical.com/Ticket/Display.html?id=15024). Are these known bugs with RT 3.8.5 and/or MergeUsers 0.03? I am planning to upgrade RT and MergeUsers, but would like to know what's going on here. There were a large number of bugfixes in MergeUser 0.04, released last year. There have also been a large number of bugfixes since 3.8.5 was released 2 years ago. I've not seen your specific bug reported. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 pgpXB8HRuYcCw.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] quick delete extension with rt 4.02
On Tue, Aug 30, 2011 at 09:26:13AM -0700, Shawn O'Connor wrote: Thanks for your help on this. You mentioned the following: You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. I did read up on Lifecycles in the RT_Config.pm document. I'm not clear on how to implement this though. Just don't provide an update type. Look at the Transitions documentation. At least in this situation. You also mentioned Take examples. Where are those? Review the mailing list thread from earlier today with Take in the subject. -kevin --- On Tue, 8/30/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] quick delete extension with rt 4.02 To: rt-users@lists.bestpractical.com Date: Tuesday, August 30, 2011, 7:11 AM On Mon, Aug 29, 2011 at 08:55:13PM -0700, Shawn O'Connor wrote: I'm getting started with RT 4.02. From the Best Practical site (http://www.bestpractical.com/rt/extensions.html?J:V-region- extension-list.id=39) it says that the quick delete extension is built into RT since 4.0. Does that mean I don't need to invoke it from RT_SiteConfig.pm? I tried adding it -- then it looks for the extension and errors out. So I'm guessing not. However, after adding the default search parameters that include the quickdelete line item ... By included in 4.0 we don't mean that the extension is literally packaged with it, and then enabled with a @Plugins line, we mean that the functionality exists in core and you don't need the extension. You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. If you want the QuickDelete format parameter to still work, you could install the version on github. As documented in the README there, you'll get the Format parameter, but not the link. https://github.com/bestpractical/rt-extension-quickdelete -kevin . . Priority, QuickDelete, '__NEWLINE__', . . . I get a blank column for the quickdelete column. I tried adding the extension, but I get the same result and then a different error regarding the extension. Any ideas? Is this a bug? -- Thanks. -Inline Attachment Follows- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 pgpA2FHieigG9.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] quick delete extension with rt 4.02
Thanks again for your help. I think I got it! --- On Tue, 8/30/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] quick delete extension with rt 4.02 To: rt-users@lists.bestpractical.com Date: Tuesday, August 30, 2011, 12:31 PM On Tue, Aug 30, 2011 at 09:26:13AM -0700, Shawn O'Connor wrote: Thanks for your help on this. You mentioned the following: You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. I did read up on Lifecycles in the RT_Config.pm document. I'm not clear on how to implement this though. Just don't provide an update type. Look at the Transitions documentation. At least in this situation. You also mentioned Take examples. Where are those? Review the mailing list thread from earlier today with Take in the subject. -kevin --- On Tue, 8/30/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] quick delete extension with rt 4.02 To: rt-users@lists.bestpractical.com Date: Tuesday, August 30, 2011, 7:11 AM On Mon, Aug 29, 2011 at 08:55:13PM -0700, Shawn O'Connor wrote: I'm getting started with RT 4.02. From the Best Practical site (http://www.bestpractical.com/rt/extensions.html?J:V-region- extension-list.id=39) it says that the quick delete extension is built into RT since 4.0. Does that mean I don't need to invoke it from RT_SiteConfig.pm? I tried adding it -- then it looks for the extension and errors out. So I'm guessing not. However, after adding the default search parameters that include the quickdelete line item ... By included in 4.0 we don't mean that the extension is literally packaged with it, and then enabled with a @Plugins line, we mean that the functionality exists in core and you don't need the extension. You can configure RT to have a Quick Delete action using Lifecycles, which will get you Quick Delete menu items, and you can configure the Format to work by coping one of the Take examples and tweaking the url parameters. If you want the QuickDelete format parameter to still work, you could install the version on github. As documented in the README there, you'll get the Format parameter, but not the link. https://github.com/bestpractical/rt-extension-quickdelete -kevin . . Priority, QuickDelete, '__NEWLINE__', . . . I get a blank column for the quickdelete column. I tried adding the extension, but I get the same result and then a different error regarding the extension. Any ideas? Is this a bug? -- Thanks. -Inline Attachment Follows- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 -Inline Attachment Follows- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RT-Extension-SideBySideView on 4.02
I'm trying to implement the following: https://github.com/tbrumm/RT-Extension-SideBySideView It says on the website for RT 3.8 http://www.bestpractical.com/rt/extensions.html?J:V-region-extension-list.id=44 I thought I would try it with 4.02, but I get the following error from the application web page after adding the plugin, refreshing the cache, and restarting apache. could not find component for path '/Ticket/Elements/Tabs' So, does it just not work in RT 4.02 yet, or have I don't something wrong? I installed as per the README and added the plugin reference in the RT_SiteConfig.pm file. Not quite sure where to go next. --Thanks again. And then, maybe I'm missing the obvious -- is there a different way in 4.0x that I should be doing this? RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] User email address bug(s)
MergeUsers 0.04 has the same problem -- I.e., with it enabled, if you create a user, then manually change its email address to that of another user, the second user's email gets wiped out (set to 0). --David On 8/30/11 1:24 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 30, 2011 at 03:24:23PM +, David Chandek-Stark wrote: Users were not merged. Disabling extension resolves issue (although can still create new user with leading space in email). I will try upgrading extension. A leading space on email address even appears to work in 4.0 There isn't anywhere near enough validation of email addresses on manual user creation. -kevin On 8/30/11 10:47 AM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 30, 2011 at 02:34:11PM +, David Chandek-Stark wrote: RT 3.8.5 RT::Extension::MergeUsers 0.03 I have confirmed a case with this setup as follows: User A - relevant history - Tue Dec 07 13:43:34 2010 RT_System - User created - Fri Aug 12 13:50:22 2011 RT_System - EmailAddress changed from 'u...@example.com' to '' User B - relevant history - Fri Aug 12 13:50:12 2011 privuser - User created - Fri Aug 12 13:50:22 2011 privuser - EmailAddress changed from ' u...@example.com' to 'u...@example.com' Presumably you've merged User A and User B? Or is this a bug you see with unmerged users? What happens when you disable the extension? User B's email not only was allowed to be created with a leading space, but was then allowed to be changed to a value already in use by User A -- and set A's email to 0 (presumably http://issues.bestpractical.com/Ticket/Display.html?id=15024). Are these known bugs with RT 3.8.5 and/or MergeUsers 0.03? I am planning to upgrade RT and MergeUsers, but would like to know what's going on here. There were a large number of bugfixes in MergeUser 0.04, released last year. There have also been a large number of bugfixes since 3.8.5 was released 2 years ago. I've not seen your specific bug reported. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA ‹ September 26 27, 2011 * San Francisco, CA, USA ‹ October 18 19, 2011 * Washington DC, USA ‹ October 31 November 1, 2011 * Melbourne VIC, Australia ‹ November 28 29, 2011 * Barcelona, Spain ‹ November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Not allowing someone to see a queue contents
I'm trying to not allow a user to see tickets that are not in his queue. - I looked at everyone - globally they can only create - I looked at everyone - within the forbidden queue they can only create I don't want this person to see comments and tickets, it will be bad. I should know this, but I'm failing miserably. Thanks, RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Not allowing someone to see a queue contents
You should also check the global and queue rights for privileged users and any groups of which this user is a member. --David -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michele Hershey, CTR Sent: Tuesday, August 30, 2011 5:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Not allowing someone to see a queue contents I'm trying to not allow a user to see tickets that are not in his queue. - I looked at everyone - globally they can only create - I looked at everyone - within the forbidden queue they can only create I don't want this person to see comments and tickets, it will be bad. I should know this, but I'm failing miserably. Thanks, RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Not allowing someone to see a queue contents
Hi, RT::Extension::Utils has tool [1] that says how this particular user U got right R on this ticket T. Very handy in such cases. [1] http://search.cpan.org/~ruz/RT-Extension-Utils-0.05/sbin/rt-check-user-right-on-ticket On Wed, Aug 31, 2011 at 1:10 AM, Michele Hershey, CTR michele.hershey@mhpcc.hpc.mil wrote: I'm trying to not allow a user to see tickets that are not in his queue. - I looked at everyone - globally they can only create - I looked at everyone - within the forbidden queue they can only create I don't want this person to see comments and tickets, it will be bad. I should know this, but I'm failing miserably. Thanks, RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] REST interface, getting custom fields
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Stuart Browne Sent: Tuesday, 30 August 2011 5:09 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] REST interface, getting custom fields Hi, I'm using the perl module 'RT::Client::REST' to query the database for tickets with a specific custom field with a value and update the tickets to a different owner and state. Script works for 2 other queues without issue. The 3rd queue however, configured the same as far as I can see, behaves differently. Sadly, I've confirmed this is a bug in the RT::Client::REST interface (also in 0.41). Using RT's '/opt/rt3/bin/rt' does correctly retrieve all the custom fields. Time for debug. Stuart RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] REST interface, getting custom fields
Hi, I'm using the perl module 'RT::Client::REST' to query the database for tickets with a specific custom field with a value and update the tickets to a different owner and state. Script works for 2 other queues without issue. The 3rd queue however, configured the same as far as I can see, behaves differently. Sadly, I've confirmed this is a bug in the RT::Client::REST interface (also in 0.41). Using RT's '/opt/rt3/bin/rt' does correctly retrieve all the custom fields. Time for debug. Debug has found the following (in both /opt/rt3/bin/rt and RT::Client::REST::Forms and RT::Client::REST::Object): * $CF_name defines the list of valid characters in a custom field name. The field before my missing custom field had a question-mark in it (?). This caused the field matching in the form parse routine to fail. * The RT::Client::REST::Object did further parsing to break down the attributes into a __cf hash. It re-parsed the custom field names. Same deal, question-mark. Sending a patch through to the CPAN. Single-character addition ;) Stuart RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
