Re: [rt-users] Upgrade Directory

2010-05-12 Thread Gary Greene
On 5/12/10 1:07 PM, "borngunn...@aol.com"  wrote:
> 
> I have tried to install GD.pm in CSPAN. When I type the make fixdeps this is
> what i got:
>  
> Install module GD
> Running install for module 'GD'
> Running make for L/LD/LDS/GD-2.45.tar.gz
>   Has already been unwrapped into directory /root/.cpan/build/GD-2.45-8Fi3l6
>   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512, won't make
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> GPG dependencies:
> PerlIO::eol ...found
> GnuPG::Interface ...found
> ICAL dependencies:
> Data::ICal ...found
> MAILGATE dependencies:
> Pod::Usage ...found
> HTML::TreeBuilder ...found
> Getopt::Long ...found
> HTML::FormatText ...found
> LWP::UserAgent ...found
> MASON dependencies:
> Storable >= 2.08 ...found
> CSS::Squish >= 0.06 ...found
> Apache::Session >= 1.53 ...found
> Errno ...found
> Devel::StackTrace >= 1.19 ...found
> CGI::Cookie >= 1.20 ...found
> Text::WikiFormat >= 0.76 ...found
> XML::RSS >= 1.05 ...found
> HTML::Mason >= 1.36 ...found
> Digest::MD5 >= 2.27 ...found
> MYSQL dependencies:
> DBD::mysql >= 2.1018 ...found
> SMTP dependencies:
> Net::SMTP ...found
> STANDALONE dependencies:
> Net::Server ...found
> HTTP::Server::Simple >= 0.34 ...found
> HTTP::Server::Simple::Mason >= 0.09 ...found
> SOME DEPENDENCIES WERE MISSING.
> GD missing dependencies:
> GD::Graph ...MISSING
> Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> GD::Text ...MISSING
> Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> GD ...MISSING
> Can't locate GD.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> make: *** [fixdeps] Error 1
>  
>  
> Please help me fix this problem and continue my upgrade
>  
> Thanks,

You need to install the gd package from your OS vendor. If this is RHEL, the
package would be gd and gd-devel that needs installed, if this is
Ubuntu/Debian, you need libgd2-xpm and libgd2-xpm-devel. For FreeBSD and
friends search their ports trees accordingly.



-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


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Re: [rt-users] Upgrade Directory

2010-05-12 Thread borngunners






I have tried to install GD.pm in CSPAN. When I type the make fixdeps this is 
what i got:

Install module GD
Running install for module 'GD'
Running make for L/LD/LDS/GD-2.45.tar.gz
  Has already been unwrapped into directory /root/.cpan/build/GD-2.45-8Fi3l6
  '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
GPG dependencies:
PerlIO::eol ...found
GnuPG::Interface ...found
ICAL dependencies:
Data::ICal ...found
MAILGATE dependencies:
Pod::Usage ...found
HTML::TreeBuilder ...found
Getopt::Long ...found
HTML::FormatText ...found
LWP::UserAgent ...found
MASON dependencies:
Storable >= 2.08 ...found
CSS::Squish >= 0.06 ...found
Apache::Session >= 1.53 ...found
Errno ...found
Devel::StackTrace >= 1.19 ...found
CGI::Cookie >= 1.20 ...found
Text::WikiFormat >= 0.76 ...found
XML::RSS >= 1.05 ...found
HTML::Mason >= 1.36 ...found
Digest::MD5 >= 2.27 ...found
MYSQL dependencies:
DBD::mysql >= 2.1018 ...found
SMTP dependencies:
Net::SMTP ...found
STANDALONE dependencies:
Net::Server ...found
HTTP::Server::Simple >= 0.34 ...found
HTTP::Server::Simple::Mason >= 0.09 ...found
SOME DEPENDENCIES WERE MISSING.
GD missing dependencies:
GD::Graph ...MISSING
Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl 
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl /root/rt3)
GD::Text ...MISSING
Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl 
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl /root/rt3)
GD ...MISSING
Can't locate GD.pm in @INC (@INC contains: /etc/perl 
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl /root/rt3)
make: *** [fixdeps] Error 1



Please help me fix this problem and continue my upgrade

Thanks,


-Original Message-
From: Emmanuel Lacour 
To: rt-users 
Sent: Wed, May 12, 2010 10:58 am
Subject: Re: [rt-users] Upgrade Directory


On Wed, May 12, 2010 at 10:29:44AM -0400, borngunn...@aol.com wrote:
 
 
 
 I need to know where the extracted src 3.8.8 has to be during the
 upgrade from 3.8.4. Do I have to copy the entire directory to the
 current 3.8.4 directory before doing the upgrade? I have read the READ
 ME and there is no where in there that they stated it.
 
just follow "GENERAL INSTALLATION" in README, upgrade instructions are
rovided when needed.
to quickly answer, you untar RT in another directory than your
roduction one (some kind of src or tmp directory). You follow steps the
ame as for installation, but:
- you read UPGRADING file
 you run make upgrade instead of make install
but once again, read carefully README file, everything you need is
nside.
PS: don't forget to backup before upgrade...

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Re: [rt-users] Upgrade Directory

2010-05-12 Thread Joop van de Wege

borngunn...@aol.com wrote:
I was trying to upgrade and I did a make testdeps and fixdeps and found 
out that I have the following error message:
 
SOME DEPENDENCIES WERE MISSING.

GD missing dependencies:
GD::Graph ...MISSING
Can't locate GD/Graph.pm in @INC (@INC contains: 

You're missing the underlaying GD libraries.
Depending on your system you'll need to install them, possibly together 
with the developer packages to get gd to compile.


Regards,

Joop


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Re: [rt-users] Upgrade Directory

2010-05-12 Thread borngunners

I was trying to upgrade and I did a make testdeps and fixdeps and found out 
that I have the following error message:

SOME DEPENDENCIES WERE MISSING.
GD missing dependencies:
GD::Graph ...MISSING
Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl 
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl /root/rt3)
GD::Text ...MISSING
Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl 
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl /root/rt3)
GD ...MISSING
Can't locate GD.pm in @INC (@INC contains: /etc/perl 
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 
/usr/local/lib/site_perl /root/rt3)
make: *** [fixdeps] Error 1


Please help






-Original Message-
From: borngunners 
To: elacour ; rt-users 

Sent: Wed, May 12, 2010 11:16 am
Subject: Re: [rt-users] Upgrade Directory



I will try that. Thanks




-Original Message-
From: Emmanuel Lacour 
To: rt-users 
Sent: Wed, May 12, 2010 10:58 am
Subject: Re: [rt-users] Upgrade Directory


On Wed, May 12, 2010 at 10:29:44AM -0400, borngunn...@aol.com wrote:
 
 
 
 I need to know where the extracted src 3.8.8 has to be during the
 upgrade from 3.8.4. Do I have to copy the entire directory to the
 current 3.8.4 directory before doing the upgrade? I have read the READ
 ME and there is no where in there that they stated it.
 
just follow "GENERAL INSTALLATION" in README, upgrade instructions are
rovided when needed.
to quickly answer, you untar RT in another directory than your
roduction one (some kind of src or tmp directory). You follow steps the
ame as for installation, but:
- you read UPGRADING file
 you run make upgrade instead of make install
but once again, read carefully README file, everything you need is
nside.
PS: don't forget to backup before upgrade...

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uy a copy at http://rtbook.bestpractical.com



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[rt-users] DBD::mysql::st execute failed: Error on rename of './cerb_rt3/Attachments' to './cerb_rt3/#sql2-6f9-1395' (errno: -1)

2010-05-12 Thread Paul Synnott
Trying to populate the rt3 database:

[r...@ambitaa4 rt]# make initialize-database
/usr/local/bin/perl -I/home/cerb/www/rt3/local/lib 
-I/home/cerb/www/rt3/lib sbin/rt-setup-database --action init --dba root 
--prompt-for-dba-password
In order to create or update your RT database, this script needs to 
connect to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password: 
Working with:
Type:   mysql
Host:   localhost
Name:   cerb_rt3
User:   cerb_cerb
DBA:root
Now creating a mysql database cerb_rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: Error on rename of './cerb_rt3/Attachments' 
to './cerb_rt3/#sql2-6f9-13a7' (errno: -1) at 
/home/cerb/public_html/rt/sbin/../lib/RT/Handle.pm line 506.
make: *** [initialize-database] Error 255




Any ideas?

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Re: [rt-users] Problems with permissions (bug?)

2010-05-12 Thread Kenneth Crocker
Markus,

Not wanting to sound critical or anything, it sounds like you're going the
long way around the barn on this workflow.

First, why do you want two different groups working on basically the same
ticket?

Second, if these two groups must work in sync with each other on the same
ticket, why create a child? why not a "dependsOn" or "ReferrsTo" ticket.

Third, if people are forgetting to write replies, why not send a
notification template based on the same condition you use when you create
that "other" ticket?

Forth, if these two groups do NOT have to work on the same ticket *at the
same time*, but follow a *consecutive* ownership type flow, then just change
the Queue after one group is finished with their work and while doing that,
change the owner to "Nobody" and the status and anything else you need when
you change the Queue?

Anyway, to be able to really assist, I would need to understand your
workflow; the why's and wherefores. There's always more than one way to skin
the cat.

Hope this helps.

Kenn
LBNL

On Wed, May 12, 2010 at 2:38 AM,  wrote:

> Hi Ken ,hi Ruslan,
>
> thank you for your advice.
>
> I know that my rights config seems to be unlogical, so let me explain why I
> started like this.
>
> At the moment we have two departments working on incident reports in two
> queues. Both departments cannot see the other departments queue. Sometimes
> Dep. A needs to give a ticket to dep. B. In this case we follow a special
> workflow to realize that (Scrips).
> Dep. A change the status of a ticket in their queue to "ext" and write a
> reply. This procedure creates a "child" ticket in the Queue of dep B. Then
> Dep B works on that ticket. Some activities in the dep B queue cause a
> syncronization with the ticket in the queue of dep A. After the ticket is
> "resolved" in dep B the status of the parent ticket in queue of dep A is set
> to "fixed" and the workflow ends.
> This workflow causes a lot of confusion for the users. They forget to write
> a reply after changing the status to "ext" and so on.
> To make it more simple we want to merge the two queues and find another way
> to seperate the tickets of the two departments.
>
> What I posted before was the "first try". The intention is that the two
> departments get exactly one requestor for each queue. So they have to log in
> as those requestors to see all their tickets. If dep A wants to give a
> ticket  to dep B it just change the requestor to the one of dep B.
>
> In the second step I want to give rights to the owners of the tickets too.
> Then the "requestor of dep B" changes the owner to the one who has to work
> on that ticket.  So if an owner logs in he sees all the tickets he has to
> work on.
>
> Maybe this is the wrong way but I don't know what else to do.
>
> Ken wrote:
> > You granted some rights to Privileged and then granted the same rights
> again to a couple groups.
> The rights for Privileged I just applied because it was adviced in a post
> to see the Queue in Quicksearch. Actually I don't want rights for privileged
> users.
>
> Ruslan wrote:
> >Sounds like it, but to be sure clean all sessions in the DB.
> Same behaviour after cleaning all sessions.
>
> Best regards,
>
> Markus
> 
> T-Systems International GmbH
> SDU Telco NPS
> Vorgebirgsstr. 49
> 53119 Bonn
> Tel: + 49 228 9841 3820
> E-Mail: markus.kum...@t-systems.com
>
> T-Systems International GmbH
> Aufsichtsrat: René Obermann (Vorsitzender)
> Geschäftsführung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan,
> Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner
> Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der
> Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644
>
> -Ursprüngliche Nachricht-
> Von: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] Im Auftrag
> von Ruslan Zakirov
> Gesendet: Dienstag, 11. Mai 2010 21:18
> An: Kummer, Markus
> Cc: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] Problems with permissions (bug?)
>
> On Tue, May 11, 2010 at 8:47 PM,   wrote:
> > Dear list,
> >
> > I'm using rt 3.8.8 and facing problems in setting up permissions for a
> queue.
> >
> > What I want is that users see the tickets they have requested in a
> certain queue only.
> > So user A cannot see tickets requested by user B and vice versa.
> >
> > So I applied the following rights
> >
> > -> Configuration -> Queues -> Group rights
> >
> > Roles
> >
> > Requestor:
> >
> > - CommentOnTicket
>
> Do you really want requestors to comment and see comments?
>
> > - DeleteTicket
> > - ForwardMessage
> > - ModifyCustomField
> > - ModifyTicket
> > - OwnTicket
>
> Requestor can own a ticket? Wierd.
>
> > - ReplyToTicket
> > - SeeCustomField
> > - ShowOutgoingEmail
> > - ShowTicket
> > - ShowTicketComments
>
> > - StealTicket
> > - TakeTicket
>
> This is wierd as well as OwnTicket.
>
> > - Watch
> > - WatchAsAdminCc
>
> This is something wierd too.
>
>
> >
> > User define

Re: [rt-users] Upgrade Directory

2010-05-12 Thread borngunners

I will try that. Thanks




-Original Message-
From: Emmanuel Lacour 
To: rt-users 
Sent: Wed, May 12, 2010 10:58 am
Subject: Re: [rt-users] Upgrade Directory


On Wed, May 12, 2010 at 10:29:44AM -0400, borngunn...@aol.com wrote:
 
 
 
 I need to know where the extracted src 3.8.8 has to be during the
 upgrade from 3.8.4. Do I have to copy the entire directory to the
 current 3.8.4 directory before doing the upgrade? I have read the READ
 ME and there is no where in there that they stated it.
 
just follow "GENERAL INSTALLATION" in README, upgrade instructions are
rovided when needed.
to quickly answer, you untar RT in another directory than your
roduction one (some kind of src or tmp directory). You follow steps the
ame as for installation, but:
- you read UPGRADING file
 you run make upgrade instead of make install
but once again, read carefully README file, everything you need is
nside.
PS: don't forget to backup before upgrade...

iscover RT's hidden secrets with RT Essentials from O'Reilly Media.
uy a copy at http://rtbook.bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Upgrade Directory

2010-05-12 Thread Emmanuel Lacour
On Wed, May 12, 2010 at 10:29:44AM -0400, borngunn...@aol.com wrote:
> 
> 
> 
> I need to know where the extracted src 3.8.8 has to be during the
> upgrade from 3.8.4. Do I have to copy the entire directory to the
> current 3.8.4 directory before doing the upgrade? I have read the READ
> ME and there is no where in there that they stated it.
> 

just follow "GENERAL INSTALLATION" in README, upgrade instructions are
provided when needed.

to quickly answer, you untar RT in another directory than your
production one (some kind of src or tmp directory). You follow steps the
same as for installation, but:

- you read UPGRADING file
- you run make upgrade instead of make install

but once again, read carefully README file, everything you need is
inside.

PS: don't forget to backup before upgrade...


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[rt-users] Upgrade Directory

2010-05-12 Thread borngunners



I need to know where the extracted src 3.8.8 has to be during the upgrade from 
3.8.4. Do I have to copy the entire directory to the current 3.8.4 directory 
before doing the upgrade? I have read the READ ME and there is no where in 
there that they stated it.

Honestly, I will need a step by step instruction to do the upgrade. I have 
never done the upgrade before. And I am new to the whole RT setup, I just took 
over a position and they wanted me to upgrade to the latest version.


Thanks

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[rt-users] Create Transactions without comment text.

2010-05-12 Thread Raimund Sacherer
Hi,

For me the squelch thingy is not working at all, I need to be able to say at 
resolve-time that NO email will be sent to everyone (including requestor). the 
squelch seems only be concerned about cc and admincc's and whatnot, but I never 
managed to get the requesters email address to be displayed and selectable as 
well, so I try to do this:

I created a customfield MuteResolve (like here: 
http://wiki.bestpractical.com/view/MuteResolve)
Modified the onresolve scrip as well like indicated.

Now, The only remaining problem is that setting this value will only be stored 
when I enter a text in the comment field as well. Without a text in the 
commentfield the transaction-custom-fields will not get stored.

I do not understand why, what has the customfield to do with a comment I enter 
or not? What If I only want to modify some transaction custom fields without 
having a comment at all? 

All I want is the possibility for my users to be able to not send mails to the 
requestors on resolve ... without much fuss ... 

any help is greatly appreciated,

best
Ray


-
RunSolutions
 Open Source It Consulting
-
Email: r...@runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares

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Re: [rt-users] bug or misconfiguration? a requestor with see ticket permission could not add her/his created ticket as a child ticket in another queue

2010-05-12 Thread Emmanuel Lacour
On Wed, May 12, 2010 at 03:54:25PM +0430, Payam Poursaied wrote:
> Hi all
> 
> I'm not sure if this is a bug or miss configuration or ever proper situation
> in RT:
> 
> This is the scenario:
> 
> The Customer Support A who has full access to CS queue, needs to ask NOC
> staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been
> created in CS queue.
> 
> Customer Support A has not full access to NOC queue. In NOC queue has been
> defined "Requestor has Show Ticket permission".
> 
> Customer Support A sends and email to NOC queue and received #2 as his/her
> ticket number. She/he wants to add #2 as the child of Ticket #1. 
> 
> System says, you don't have permission.
> 

RT_Config.pm:

=item C<$StrictLinkACL>

When this feature is enabled a user needs I rights on both
tickets to link them together, otherwise he can have rights on either of
them.

=cut

Set($StrictLinkACL, 1);


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[rt-users] bug or misconfiguration? a requestor with see ticket permission could not add her/his created ticket as a child ticket in another queue

2010-05-12 Thread Payam Poursaied
Hi all

I'm not sure if this is a bug or miss configuration or ever proper situation
in RT:

This is the scenario:

The Customer Support A who has full access to CS queue, needs to ask NOC
staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been
created in CS queue.

Customer Support A has not full access to NOC queue. In NOC queue has been
defined "Requestor has Show Ticket permission".

Customer Support A sends and email to NOC queue and received #2 as his/her
ticket number. She/he wants to add #2 as the child of Ticket #1. 

System says, you don't have permission.

 

 

Any idea?



smime.p7s
Description: S/MIME cryptographic signature

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Re: [rt-users] Problems with permissions (bug?)

2010-05-12 Thread Markus.Kummer
Hi Ken ,hi Ruslan,

thank you for your advice.

I know that my rights config seems to be unlogical, so let me explain why I 
started like this.

At the moment we have two departments working on incident reports in two 
queues. Both departments cannot see the other departments queue. Sometimes Dep. 
A needs to give a ticket to dep. B. In this case we follow a special workflow 
to realize that (Scrips).
Dep. A change the status of a ticket in their queue to "ext" and write a reply. 
This procedure creates a "child" ticket in the Queue of dep B. Then Dep B works 
on that ticket. Some activities in the dep B queue cause a syncronization with 
the ticket in the queue of dep A. After the ticket is "resolved" in dep B the 
status of the parent ticket in queue of dep A is set to "fixed" and the 
workflow ends.
This workflow causes a lot of confusion for the users. They forget to write a 
reply after changing the status to "ext" and so on.
To make it more simple we want to merge the two queues and find another way to 
seperate the tickets of the two departments.

What I posted before was the "first try". The intention is that the two 
departments get exactly one requestor for each queue. So they have to log in as 
those requestors to see all their tickets. If dep A wants to give a ticket  to 
dep B it just change the requestor to the one of dep B.

In the second step I want to give rights to the owners of the tickets too. Then 
the "requestor of dep B" changes the owner to the one who has to work on that 
ticket.  So if an owner logs in he sees all the tickets he has to work on.

Maybe this is the wrong way but I don't know what else to do.

Ken wrote:
> You granted some rights to Privileged and then granted the same rights again 
> to a couple groups.
The rights for Privileged I just applied because it was adviced in a post to 
see the Queue in Quicksearch. Actually I don't want rights for privileged users.

Ruslan wrote:
>Sounds like it, but to be sure clean all sessions in the DB. 
Same behaviour after cleaning all sessions.

Best regards,

Markus

T-Systems International GmbH
SDU Telco NPS
Vorgebirgsstr. 49
53119 Bonn
Tel: + 49 228 9841 3820
E-Mail: markus.kum...@t-systems.com 

T-Systems International GmbH
Aufsichtsrat: René Obermann (Vorsitzender)
Geschäftsführung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan, Olaf 
Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner
Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: 
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-Ursprüngliche Nachricht-
Von: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] Im Auftrag von 
Ruslan Zakirov
Gesendet: Dienstag, 11. Mai 2010 21:18
An: Kummer, Markus
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Problems with permissions (bug?)

On Tue, May 11, 2010 at 8:47 PM,   wrote:
> Dear list,
>
> I'm using rt 3.8.8 and facing problems in setting up permissions for a queue.
>
> What I want is that users see the tickets they have requested in a certain 
> queue only.
> So user A cannot see tickets requested by user B and vice versa.
>
> So I applied the following rights
>
> -> Configuration -> Queues -> Group rights
>
> Roles
>
> Requestor:
>
> - CommentOnTicket

Do you really want requestors to comment and see comments?

> - DeleteTicket
> - ForwardMessage
> - ModifyCustomField
> - ModifyTicket
> - OwnTicket

Requestor can own a ticket? Wierd.

> - ReplyToTicket
> - SeeCustomField
> - ShowOutgoingEmail
> - ShowTicket
> - ShowTicketComments

> - StealTicket
> - TakeTicket

This is wierd as well as OwnTicket.

> - Watch
> - WatchAsAdminCc

This is something wierd too.


>
> User defined groups
>
> 1_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> 2_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> This basically works, but when a user logs in he finds an empty RT at a 
> glance page.
> But searching for his email address gives the expected results.
> So my only problem is that the Queue is not displayed in the Quicksearch.
> After a lot of searching in the mailing list archives I got some hints.
>
> I applied the following rights additionally:
>
> System groups
>
> Privileged:
>
> - SeeQueue
> - CreateTicket
> - ShowTicket
>
> After login the Quicksearch is populated with that queue but all tickets are 
> shown.
> So I removed the ShowTicket right from Privileged (while the user is still 
> logged in). After a reload of the RT at a glance page the user sees the queue 
> in the quicksearch. Following the link shows the correct tickets (the ticket 
> count is wrong but this doesn't matter).
>
> Everything fine so far, but when the user logs out and in again Quicksearch 
> is empty again. This is fully reproducible.
>
> Do I miss something here or is this a bug?

Sounds like it, but to be sure clean all sessions in the DB.

> Thanks for any help!

--
Best regards, Ruslan.

Discover RT's hidden secrets with RT Essentials from O'Reil

Re: [rt-users] RT & mysql / LDAP Auth

2010-05-12 Thread Julian Grunnell
>-Original Message-
>From: Mike Peachey [mailto:mike.peac...@jennic.com]
>Sent: 10 May 2010 12:54
>To: Julian Grunnell
>Cc: rt-users@lists.bestpractical.com
>Subject: Re: [rt-users] RT & mysql / LDAP Auth
>
>Julian Grunnell wrote:
>> Hi - hoping someone can help me, I'm trying to get the
>> RT::Authen::ExternalAuth plugin to work so I can use LDAP for
>> authentication. Just using mysql at the moment, so want to keep this
>as
>> well. Running RT 3.8.5 on Centos, I'd like mysql auth first and then
>> LDAP next. I've managed to configure this without any errors and my
>> mysql authentication still works after a httpd restart. However LDAP
>> auth never works, I'm not that familiar with LDAP so am hoping if I
>> provide my config and rt.log below someone might be able to point me
>in
>> the right direction:
>
>Looks like the whole thing is dying during the MySQL check.
>
>1. Provide the whole config
>2. Are you sure you're supposed to be using ExternalAuth for MySQL
auth?
>Are you actually using it to check against an external MySQL source, or
>are you trying to use MySQL to check RT's own database?
>
[>] 

The whole config is:

##
## Local settings - overrides RT_Config.pm
##

Set($WebBaseURL, "https://xxx.xxx.xxx";);
Set($rtname, 'xxx');
Set($Organization , "xxx");
Set($MinimumPasswordLength , "8");
Set($OwnerEmail , 'jul...@xxx.xxx');
Set($SMTPFrom, 'supp...@xxx.xxx');
Set($Timezone , 'GB/London');
Set($UsernameFormat, 'concise');
Set($OldestTransactionsFirst, '0');
Set($SenderMustExistInExternalDatabase);
Set($LogToSyslog, 'debug');
Set($UseFriendlyFromLine, 0);
Set($WebDomain, 'xxx.xxx.xxx');
Set($WebDefaultStylesheet, '3.5-default');
Set($WebPort, 443);
Set($MaxInlineBody, 148000);


## Display Webfusion logo / link
##
Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for
below
Set($LogoURL, $WebImagesURL . "xxx-logo.png");
Set($LogoLinkURL, 'http://xxx.xxx.xxx');
Set($LogoImageURL, $WebImagesURL . "xxx.xxx.png");
Set($LogoAltText, "xxx");


# {{{ Logging

Set($LogToSyslog,'critical');
Set($LogToScreen, 'error');
Set($LogToFile  , 'debug');
Set($LogDir, '/opt/rt3/var/log/rt3');
Set($LogToFileNamed , "rt.log");#log to rt.log


#Set(@Plugins,(qw(RT::Extension::SLA)));
#Set( %ServiceAgreements,
#Default => '4h',
#QueueDefault => {
#'General' => '4h',
#},
#Levels => {
#'2h' => {
#   StartImmediately => 1,
#   Resolve => { RealMinutes => 60*2 } },
#'4h' => {
#   StartImmediately => 1,
#   Resolve => { RealMinutes => 60*4 } },
#},
#);


#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));


## MySQL / LDAP Configuration
#
# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [   'My_MySQL',
'My_LDAP'
]
);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
#
# Once user info is found, no more services are checked.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority,  [   'My_MySQL',
'My_LDAP'
]
);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,0);

# These are the full settings for each external service as a
HashOfHashes
# Note that you may have as many external services as you wish. They
will
# be checked in the order specified in the Priority directives above.
# e.g.
#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDA
P','Other-DB']);
#
Set($ExternalSettings,  {   # AN EXAMPLE DB SERVICE
'My_MySQL'   =>  {  ## GENERIC
SECTION
# The type of
service (db/ldap/cookie)
'type'
=>  'db',
# The server
hosting the service
'server'
=>  'resolver-db.xxx.com',
##
SERVICE-SPECIFIC SECTION
# The database
name
'database'
=>  'rt3',