[rt-users] problem with LDAP authentication after upgrading
hi,
I wanted to upgrade rt3 from version 3.6.1 to 3.6.6.
Therefore I installed a fresh version on a new host, following the
installation procedure described in the README file.
I ran configure with the following parameters:
./configure --prefix=/opt/rt3 --with-web-user=wwwrun --with-db-type=Pg
--with-db-dba=postgres
--with-db-database=rt3 --with-db-host=127.0.0.1
--with-apachectl=/usr/sbin/apache2ctl
I copied the old RT_SiteConfig.pm file to the new host, however, when I try
to login, it is not possible, and I see the following in the logs:
[Wed Apr 9 10:08:21 2008] [error]: FAILED LOGIN for sebastia from 10.0.0.9
(/opt/rt3/share/html/autohandler:251)
Stack trace:
HTML::Mason::Commands::__ANON__() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm:135
HTML::Mason::Component::run() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1273
(eval)() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1268
HTML::Mason::Request::comp() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:467
(eval)() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:467
(eval)() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:419
HTML::Mason::Request::exec() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:168
HTML::Mason::Request::ApacheHandler::exec() called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:825
HTML::Mason::ApacheHandler::handle_request() called
at /opt/rt3/bin/webmux.pl:125
(eval)() called at /opt/rt3/bin/webmux.pl:125
RT::Mason::handler() called at -e:0
(eval)() called at -e:0
My RT_SiteConfig.pm has the following contents:
Set( $rtname, 'l00-bugdead-prods.de.de');
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($LdapAttrMap, {'Name' = 'uid',
'EmailAddress' = 'mail',
'Organization' = 'o',
'RealName' = 'cn',
'ExternalContactInfoId' = 'dn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'ou',
'Address2' = 'physicalDeliveryOfficeName'}
);
Set($LdapRTAttrMatchList, ['Name', 'ExternalContactInfoId',
'EmailAddress', 'RealName',
'WorkPhone', 'Address2']
);
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
'mailAlternateAddress']
);
Set($LdapEmailAttrMatchPrefix, ['', 'smtp:', 'SMTP:'] );
Set($LdapServer, '10.0.0.11');
Set($LdapBase, 'ou=People,dc=l00-bugdead-prods');
Set($LdapFilter, '(objectclass=posixAccount)');
Set($LdapDisableFilter, '(employmentStatus=Terminated)');
Set($LdapTLS, 1);
Set($LdapSSLVersion, 3);
1;
Set($WebPort , 443);# + ($ * 7274) % 32766 + ($ 1024));
Set($WebBaseURL , https://tracker.ds9;);
Set($WebURL , $WebBaseURL . $WebPath . /);
Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');
Set($Organization , l00-bugdead-prods.de.de);
Set($RTAddressRegexp , '[EMAIL PROTECTED]');
Set($AutoCreate, {Privileged = 1});
This configuration works well on the host with the rt3 3.6.1 installed, but
not on the host with the new installation. They are both intended to
authenticate against the same ldap server.
I created a new database and loaded the dump from the old version. As far as
I can see, there is no need to upgrade the database schema between these
versions. Also psql -h localhost -U postgres rt3 works well on the command
line.
Do I can enable more debugging output for the LDAP authentication part? Or
does anybody has an idea what I am still missing/might have made wrong?
kind regards
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Re: [rt-users] problem with LDAP authentication after upgrading
Sebastian Reitenbach wrote: I installed a fresh version on a new host, I ran configure I copied the old RT_SiteConfig.pm file to the new host however, when I try to login, it is not possible, and I see the following in the logs: You don't say whether you have actually applied the User_Local.pm overlay and the relevant Auth Callback that you originally installed to get LDAP working in the first place. I would start there. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] About ticket # formating
Have you found a way to do it? Regards, Nelson Pereira From: Sharlon Carty [mailto:[EMAIL PROTECTED] Sent: Tuesday, April 08, 2008 6:39 PM To: Nelson Pereira; rt-users@lists.bestpractical.com Subject: RE: [rt-users] About ticket # formating I've been wanting that too. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nelson Pereira Sent: Tuesday, April 08, 2008 7:32 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] About ticket # formating Hi, Is it possible to have the ticket number formatted as [date99xx] x being the sequence prepended with 0's? If so, how do I do this? Thanks Nelson ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Intergration with LDAP
I'm sorry Mike, I guess I did not read your email correctly. Truly
sorry.
I guess I was impatient to get this working right and just got
frustrated...
Now this morning, I'm more relaxed, enjoying a coffee...
So I changed what you suggested and when login in, I get this error:
System error
error: Can't use an undefined value as an ARRAY reference at
/opt/rt3/local/lib/RT/User_Vendor.pm line 56.
context: ...
52: $RT::Logger-debug( (caller(0))[3],
53: Trying External authentication);
54:
55: # Get the prioritised list of external authentication services
56: my @auth_services = @$RT::ExternalAuthPriority;
57:
58: # For each of those services..
59: foreach my $service (@auth_services) {
60:
...
code stack: /opt/rt3/local/lib/RT/User_Vendor.pm:56
/opt/rt3/local/lib/RT/User_Vendor.pm:359
/opt/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:30
/opt/rt3/share/html/Elements/Callback:85
/opt/rt3/share/html/autohandler:240
raw error
Here is the RT_SiteConfig.pm :
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($AutoCreate, {Privileged = 1});
Set($ExternalSettings, { 'My_LDAP' = {
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server'= 'p02.protus.org',
'user' = 'ldapintegration',
'pass'= '**',
'base' = 'CN=Users,DC=protus,DC=org',
'filter'= '(objectClass=*)',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
'net_ldap_args' = [version = 3 ],
'group' = '',
'group_attr'= '',
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2' ],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
);
1;
Regards,
Nelson Pereira
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Tuesday, April 08, 2008 5:07 PM
To: Nelson Pereira
Cc: Chaim Rieger; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP
Nelson Pereira wrote:
So what are you saying?
# The filter to use to match RT-Users
'filter'= '(cn=*)',
# The filter that will only match disabled users
'd_filter' = '(objectClass=*)',
Just how explicit do I have to be?!
Are you even reading my replies? I don't know whether you're just really
inexperienced in IT or just not bothering to read what I've written.
I gave you the EXACT lines you need:
'filter'= '(objectClass=*)',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
How do I go back to standard auth
I also told you the EXACT files/folders you need to remove from your RT
installation to remove the ExternalAuth extension:
$RTHOME/share/html/Callbacks/ExternalAuth
$RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm
$RTHOME/local/lib/RT/Authen/ExternalAuth.pm
$RTHOME/local/lib/RT/User_Vendor.pm
I'm really quite a patient person, but in this case I'm just
flabbergasted.
I tried removing the
Set($ExternalSettings,
But I'm getting all sorts of errors ...
Of COURSE you would! You can't just remove the config options, you need
to remove the code as I told you before.
--
Kind Regards,
___
Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
http://www.jennic.com
Confidential
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Re: [rt-users] Hierarchical relationship views of tickets
http://code.google.com/p/asset-tracker-4rt/source/browse/ATx-Graph On Wed, Apr 9, 2008 at 1:36 AM, Aaron Sallade [EMAIL PROTECTED] wrote: Point me in the right direction for the port and I'll take a look J Aaron Sallade' Application Manager PTSO of Washington *Shared Technology for Community Health** *(206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -- *From:* Todd Chapman [mailto:[EMAIL PROTECTED] *Sent:* Tuesday, April 08, 2008 8:48 PM *To:* Kevin Murphy *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Hierarchical relationship views of tickets I implemented this for Asset Tracker. It could easily be ported for ticket visualization. It uses GraphViz to create a clickable image map of object relationships. On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy [EMAIL PROTECTED] wrote: Anybody else ever want to be able to browse tickets based on parent/child or dependency relationships? Anybody implement it? ;-) Regards, Kevin Murphy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] imports with the offline tool not taking resolved date
At Tuesday 4/8/2008 07:29 PM, Aaron Sallade wrote:
The offline tool sets the Closed/Resolved timestamp to Now, instead
of taking the value from the import file. Any known work arounds?
This is happening for tickets marked 'resolved' in the import file,
right? It appears that RT will set the resolved date to Now when it
sets the status to resolved, overriding any value you specify in the file.
We came up with a kludgey workaround, but it's only good if a) this
is a one-time load process, not a regular event, and b) you don't use
the ticket Starts date for anything.
Anyway, what we did is:
- In the upload file, put the 'resolved' date in the Starts field
instead of Resolved.
- For each queue you are loading, create the following scrip:
- Condition: On Resolve
- Action: User Defined
- Template: Global template: Blank
In the scrip's Custom action preparation code: box, put:
return 0 unless $self-TicketObj-Starts;
In the scrip's Custom action cleanup code: box, put:
$self-TicketObj-SetResolved($self-TicketObj-Starts);
$self-TicketObj-SetStarts(' ');
So when these 'resolved' tickets are loaded, RT will first create then
resolve them. When it resolves them, the scrip will cause it to immediately
update the resolved date to what you put in the Starts date. It will then
clear out the Starts date.
As I say, this really is only useful for a one-time load, for a queue
that isn't live yet. You wouldn't want this scrip to be active when
you are working with tickets day-to-day.
Steve
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IST)
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Re: [rt-users] Intergration with LDAP
Nelson Pereira wrote:
I'm sorry Mike, I guess I did not read your email correctly. Truly
sorry.
I guess I was impatient to get this working right and just got
frustrated...
Now this morning, I'm more relaxed, enjoying a coffee...
So I changed what you suggested and when login in, I get this error:
System error
error: Can't use an undefined value as an ARRAY reference at
/opt/rt3/local/lib/RT/User_Vendor.pm line 56.
context: ...
52: $RT::Logger-debug( (caller(0))[3],
53: Trying External authentication);
54:
55: # Get the prioritised list of external authentication services
56: my @auth_services = @$RT::ExternalAuthPriority;
57:
58: # For each of those services..
59: foreach my $service (@auth_services) {
60:
Here is the RT_SiteConfig.pm :
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Regards,
Nelson Pereira
You're mixing and matching config settings. You have got the above
config settings which are for Jim Meyer's User_Local overlay, but the
settings needed for RT::Authen::ExternalAuth are not the same.
This config setting:
Set($AuthMethods, ['LDAP', 'Internal']);
Has been replaced by these:
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
This is because Info and Auth are treated as separate services, even
though you plan to use the same service for both, and now Internal
authentication is ALWAYS checked and ALWAYS checked last so the list you
specify cannot contain Internal.
Because of this, $LdapExternalAuth and $LdapExternalInfo are both
irrelevant and not used as well as LdapAutoCreateNonLdapUsers as they
have all been replaced.
Double check what you have against the RT_SiteConfig.pm that comes with
RT::Authen::ExternalAuth. If it's related to LDAP and is NOT in the
sample config file I provided, then it shouldn't be in your config.
--
Kind Regards,
__
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] Intergration with LDAP
Nelson Pereira wrote: Got it working Thanks Mike... A question I have, can I deleted the section about the My_MySQL? Or does the script need that section also? As per the long e-mail last night, since you are not using an External MySQL-based Authentication service, that example config is irrelevant and it should be removed. And the 2 settings for groups, how does this work? # Does authentication depend on group membership? What group name? 'group' = '', # What is the attribute for the group object that determines membership? 'group_attr'= '', What should I put for those 2 settings? As per the long e-mail last night, if you are restricting access to RT to members of a specific group that's in your LDAP server, then you need to put the group details in there. If you're not doing that (and you are almost certainly not) then you must remove both of those options from the config. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Intergration with LDAP
Nelson Pereira wrote: Got it working Thanks Mike... I am pleased it's working for you. By the way, you may wish to install v0.05 over the top because a new version was uploaded to CPAN yesterday. http://search.cpan.org/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.05.tar.gz -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Intergration with LDAP
Got it working Thanks Mike...
A question I have, can I deleted the section about the My_MySQL? Or does
the script need that section also?
And the 2 settings for groups, how does this work?
# Does authentication depend on group membership? What group name?
'group' = '',
# What is the attribute for the group object that determines membership?
'group_attr'= '',
What should I put for those 2 settings?
Regards,
Nelson Pereira
-Original Message-
From: Mike Peachey [mailto:[EMAIL PROTECTED]
Sent: Wednesday, April 09, 2008 10:09 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP
Nelson Pereira wrote:
I'm sorry Mike, I guess I did not read your email correctly. Truly
sorry.
I guess I was impatient to get this working right and just got
frustrated...
Now this morning, I'm more relaxed, enjoying a coffee...
So I changed what you suggested and when login in, I get this error:
System error
error: Can't use an undefined value as an ARRAY reference at
/opt/rt3/local/lib/RT/User_Vendor.pm line 56.
context: ...
52: $RT::Logger-debug( (caller(0))[3],
53: Trying External authentication);
54:
55: # Get the prioritised list of external authentication services
56: my @auth_services = @$RT::ExternalAuthPriority;
57:
58: # For each of those services..
59: foreach my $service (@auth_services) {
60:
Here is the RT_SiteConfig.pm :
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Regards,
Nelson Pereira
You're mixing and matching config settings. You have got the above
config settings which are for Jim Meyer's User_Local overlay, but the
settings needed for RT::Authen::ExternalAuth are not the same.
This config setting:
Set($AuthMethods, ['LDAP', 'Internal']);
Has been replaced by these:
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
This is because Info and Auth are treated as separate services, even
though you plan to use the same service for both, and now Internal
authentication is ALWAYS checked and ALWAYS checked last so the list you
specify cannot contain Internal.
Because of this, $LdapExternalAuth and $LdapExternalInfo are both
irrelevant and not used as well as LdapAutoCreateNonLdapUsers as they
have all been replaced.
Double check what you have against the RT_SiteConfig.pm that comes with
RT::Authen::ExternalAuth. If it's related to LDAP and is NOT in the
sample config file I provided, then it shouldn't be in your config.
--
Kind Regards,
__
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__
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Re: [rt-users] Intergration with LDAP
Nelson Pereira wrote: Will do... But since I used CPAN install can I simply do the same? Or extract the tar and copy over the files? If it's been installed via CPAN then just do the exact same thing again and it will overwrite automatically. Alternatively you can follow the manual download/install instructions from http://wiki.bestpractical.com/view/ExternalAuth But you should never have to extract the files and manually copy them over one-by-one. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Sort attachments?
On my 3.6.3 system, it appears that they do appear in reverse chronological order when the ticket is displayed. Do yours just display in some random order? At 06:31 PM 4/8/2008, lgrella wrote: Is there any way to sort the attachments by date (or any other way) for a ticket? Thanks -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hierarchical relationship views of tickets
Todd, Jesse, Is this something on the lines of a gant chart? When I look at a ticket now, I see ALL the dependencies already in the links. I have a query I use to list all the tickets that are related, but it is just a query I download to excel. So, what, exactly, are we talking about here? Kenn LBNL On 4/8/2008 8:49 PM, Jesse Vincent wrote: On Apr 8, 2008, at 11:47 PM, Todd Chapman wrote: I implemented this for Asset Tracker. It could easily be ported for ticket visualization. It uses GraphViz to create a clickable image map of object relationships. Oh. _That_ we have in 3.8 :) On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy [EMAIL PROTECTED] wrote: Anybody else ever want to be able to browse tickets based on parent/child or dependency relationships? Anybody implement it? ;-) Regards, Kevin Murphy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] question about watchers
Nelson, What's the difference between dumping all tickets from a specific email address to an Unassigned (whatever that means) Queue to putting them in an assigned Queue? As to setting up notifications, that's should be relatively easy. There are plenty of example in RT: Essentials. Kenn LBNL On 4/9/2008 9:07 AM, Nelson Pereira wrote: Not sure if this is the option I want, but here is what I need. I have all emails from a specific Email address going to an UnAssigned queue. I need to set this up so that when I ticket is created in this queue, to send a notification to a group of privileged users. How could I do this? *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp www.MyFax.com http://www.myfax.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Sort attachments?
Gene, Igrella, You can change the order to oldest first or oldest last using this setting in RT_SiteConfig.pm: Set($OldestTransactionsFirst, '0'); turned off (meaning oldest is at the bottom of scroll. A '1' would put the most recent email (with attachements) and/or comments at the bottom. Kenn LBNL On 4/9/2008 8:47 AM, Gene LeDuc wrote: On my 3.6.3 system, it appears that they do appear in reverse chronological order when the ticket is displayed. Do yours just display in some random order? At 06:31 PM 4/8/2008, lgrella wrote: Is there any way to sort the attachments by date (or any other way) for a ticket? Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] question about watchers
Well, the way I'm thinking is we will only have 2 emails. 1 for approvals (this queue Approval is assigned to the Network Services Manager and he approves work to be done, but I'm not there yet...) 1 for general support Users or Agents send email to the general support email. This get's put in the UnAssigned Queue. All admins should get an email saying there is an new ticket created in the UnAssigned queue. An admin will assign the ticket to a specific queue. The admin/s in charge of that specific queue, will get an email that he/they have a ticket to work on. Is this the right way to do this or is there a simpler way...? We have to segregate queues per sections, and we have about 6 sections, but I don't want 1 email per section... Regards, Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:35 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Nelson, What's the difference between dumping all tickets from a specific email address to an Unassigned (whatever that means) Queue to putting them in an assigned Queue? As to setting up notifications, that's should be relatively easy. There are plenty of example in RT: Essentials. Kenn LBNL On 4/9/2008 9:07 AM, Nelson Pereira wrote: Not sure if this is the option I want, but here is what I need. I have all emails from a specific Email address going to an UnAssigned queue. I need to set this up so that when I ticket is created in this queue, to send a notification to a group of privileged users. How could I do this? *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp www.MyFax.com http://www.myfax.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [BULK] RE: question about watchers
Thanks Aaron, but this would not work for us as we don't have dedicated staff to triage the tickets... Every net admin in network services has the ability to put tickets in specific queues based on the ticket itself. Most tickets would be opened from them self and put in specific queues, but in some cases, second line will opened tickets via email as they wont have access to RT directly, only Net Admins will. Regards, Nelson Pereira -Original Message- From: Aaron Sallade [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:59 PM To: Nelson Pereira; Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: [BULK] RE: [rt-users] question about watchers Importance: Low Nelson, I'm not sure how well it will work in your organization, but you may want to structure things based more on a Service Delivery and Support model, ala ITIL - Make a Queue named Helpdesk and have that be the default queue for all tickets. By default they are assigned to nobody. So you can make a saved search on the homepage that views all Helpdesk tickets assigned to nobody. Your Helpdesk Staff (whomever you decide should triage tickets) can then go through, resolve any items that they can and set the appropriate queue and priority on the remaining items. Our queues are Helpdesk, Systems, Applications, and Projects. Set the appropriate watchers on each queue. If you don't have a dedicated Helpdesk or First Call person, then use your emergency on call rotation to determine who is responsible for triaging new tickets. I have attached a copy of the process that my team uses for Helpdesk, feel free to plagiarize it. Aaron Sallade' Application Manager PTSO of Washington Shared Technology for Community Health (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Nelson Pereira [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 9:46 AM To: Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Well, the way I'm thinking is we will only have 2 emails. 1 for approvals (this queue Approval is assigned to the Network Services Manager and he approves work to be done, but I'm not there yet...) 1 for general support Users or Agents send email to the general support email. This get's put in the UnAssigned Queue. All admins should get an email saying there is an new ticket created in the UnAssigned queue. An admin will assign the ticket to a specific queue. The admin/s in charge of that specific queue, will get an email that he/they have a ticket to work on. Is this the right way to do this or is there a simpler way...? We have to segregate queues per sections, and we have about 6 sections, but I don't want 1 email per section... Regards, Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:35 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Nelson, What's the difference between dumping all tickets from a specific email address to an Unassigned (whatever that means) Queue to putting them in an assigned Queue? As to setting up notifications, that's should be relatively easy. There are plenty of example in RT: Essentials. Kenn LBNL On 4/9/2008 9:07 AM, Nelson Pereira wrote: Not sure if this is the option I want, but here is what I need. I have all emails from a specific Email address going to an UnAssigned queue. I need to set this up so that when I ticket is created in this queue, to send a notification to a group of privileged users. How could I do this? *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp www.MyFax.com http://www.myfax.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL
Re: [rt-users] question about watchers
Nelso, We have over 75 Queues dedicated toward Application support. No one works on a ticket until it is assigned. ALL our email requests go directly to what we call a Request Queue where it is reviewed, prioritized, and when appropriate, moved to the Queue where it will be worked (status = 'open') on. In the Request queue (this sounds like your unassigned queue), there are several analysts that do the review. Because it is a queue like any other queue, whenever a ticket is created there, our global notification for Ticket Created sends an email to the group of users that are given rights to THAT queue informing them that a ticket was created in their queue. The Queue AdminCc (one of the users that gets the notification) then assigns the ticket to someone or someone in THAT support group (XX-Tech_support where XX is the name of the queue) TAKES the ticket. We also have a global notification that emails the AdminCc of a queue when a ticket is MOVED to their queue. The creation of the notification scrips is relatively easy, once one follows the examples shown in RT:Essentials. You may have fewer queues, but the notification setup shouldn't be much different. Kenn LBNL On 4/9/2008 9:46 AM, Nelson Pereira wrote: Well, the way I'm thinking is we will only have 2 emails. 1 for approvals (this queue Approval is assigned to the Network Services Manager and he approves work to be done, but I'm not there yet...) 1 for general support Users or Agents send email to the general support email. This get's put in the UnAssigned Queue. All admins should get an email saying there is an new ticket created in the UnAssigned queue. An admin will assign the ticket to a specific queue. The admin/s in charge of that specific queue, will get an email that he/they have a ticket to work on. Is this the right way to do this or is there a simpler way...? We have to segregate queues per sections, and we have about 6 sections, but I don't want 1 email per section... Regards, Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:35 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Nelson, What's the difference between dumping all tickets from a specific email address to an Unassigned (whatever that means) Queue to putting them in an assigned Queue? As to setting up notifications, that's should be relatively easy. There are plenty of example in RT: Essentials. Kenn LBNL On 4/9/2008 9:07 AM, Nelson Pereira wrote: Not sure if this is the option I want, but here is what I need. I have all emails from a specific Email address going to an UnAssigned queue. I need to set this up so that when I ticket is created in this queue, to send a notification to a group of privileged users. How could I do this? *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp www.MyFax.com http://www.myfax.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [BULK] RE: question about watchers
Nelson, Try this. Setup a group that includes just the AdminCc's of each support queue. then, put them in the Watcher CC of the general (unassigned) queue. Setup a notification to email CC watchers when a ticket is created in the unassigned queue. Now, when a ticket is created in the unassigned queue, those that are the interested parties can look at the queue (give that special group the appropriate rights) and either a) Take the ticket they want and work on in in the unassigend queue to resolve, OR b) Move the ticket to the queue they use to work on tickets OR c) create a scrip that moves a ticket to the appropriate queue when the owner changes from nobody to somebody (whomever/whatever queue). Either way, with a little procedural design followed by appropriate scrip/template/privileges you can easilymake this work. Kenn LBNL On 4/9/2008 10:20 AM, Nelson Pereira wrote: Thanks Aaron, but this would not work for us as we don't have dedicated staff to triage the tickets... Every net admin in network services has the ability to put tickets in specific queues based on the ticket itself. Most tickets would be opened from them self and put in specific queues, but in some cases, second line will opened tickets via email as they wont have access to RT directly, only Net Admins will. Regards, Nelson Pereira -Original Message- From: Aaron Sallade [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:59 PM To: Nelson Pereira; Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: [BULK] RE: [rt-users] question about watchers Importance: Low Nelson, I'm not sure how well it will work in your organization, but you may want to structure things based more on a Service Delivery and Support model, ala ITIL - Make a Queue named Helpdesk and have that be the default queue for all tickets. By default they are assigned to nobody. So you can make a saved search on the homepage that views all Helpdesk tickets assigned to nobody. Your Helpdesk Staff (whomever you decide should triage tickets) can then go through, resolve any items that they can and set the appropriate queue and priority on the remaining items. Our queues are Helpdesk, Systems, Applications, and Projects. Set the appropriate watchers on each queue. If you don't have a dedicated Helpdesk or First Call person, then use your emergency on call rotation to determine who is responsible for triaging new tickets. I have attached a copy of the process that my team uses for Helpdesk, feel free to plagiarize it. Aaron Sallade' Application Manager PTSO of Washington Shared Technology for Community Health (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Nelson Pereira [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 9:46 AM To: Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Well, the way I'm thinking is we will only have 2 emails. 1 for approvals (this queue Approval is assigned to the Network Services Manager and he approves work to be done, but I'm not there yet...) 1 for general support Users or Agents send email to the general support email. This get's put in the UnAssigned Queue. All admins should get an email saying there is an new ticket created in the UnAssigned queue. An admin will assign the ticket to a specific queue. The admin/s in charge of that specific queue, will get an email that he/they have a ticket to work on. Is this the right way to do this or is there a simpler way...? We have to segregate queues per sections, and we have about 6 sections, but I don't want 1 email per section... Regards, Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:35 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Nelson, What's the difference between dumping all tickets from a specific email address to an Unassigned (whatever that means) Queue to putting them in an assigned Queue? As to setting up notifications, that's should be relatively easy. There are plenty of example in RT: Essentials. Kenn LBNL On 4/9/2008 9:07 AM, Nelson Pereira wrote: Not sure if this is the option I want, but here is what I need. I have all emails from a specific Email address going to an UnAssigned queue. I need to set this up so that when I ticket is created in this queue, to send a notification to a group of privileged users. How could I do this? *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here
Re: [rt-users] Urgent request for aid - Set created date on import?
At Wednesday 4/9/2008 02:09 PM, Aaron Sallade wrote: Hi all, We are down to the last little hurdle for an import of 20,000 tickets from a commercial system. I need to be able to set the Created date, as opposed to it showing as created Now(). I currently have the value in Starts so if it can be done from a scrip it may work, otherwise a direct db change may be the only way to go. Ideas? I'd say scrip or script - I don't believe you can modify the Created date through the web UI. As always, rather than direct database update, I'd recommend using the RT API and a Perl script, but in this case, you can probably get away with direct db update. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Urgent request for aid - Set created date on import?
Aaron, As I mentioned earlier, why not just do a Bulk Update after the download and let RT do it? It's safer than messing with code or messing with the DB outside of RT. Just a thought. Kenn LBNL On 4/9/2008 11:09 AM, Aaron Sallade wrote: Hi all, We are down to the last little hurdle for an import of 20,000 tickets from a commercial system. I need to be able to set the Created date, as opposed to it showing as created Now(). I currently have the value in Starts so if it can be done from a scrip it may work, otherwise a direct db change may be the only way to go. Ideas? Aaron Sallade' Application Manager PTSO of Washington Shared Technology for Community Health (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Urgent request for aid - Set created date on import?
Aaron, OPPS! Sorry, I didn't realize that created was off-limits in the bulk update. Bad assumption on my part. I go for SQL code. easier to do it in the DB and that way you don't have to wonder what RT is gonna do in other places or whatever. Kenn LBNL On 4/9/2008 11:09 AM, Aaron Sallade wrote: Hi all, We are down to the last little hurdle for an import of 20,000 tickets from a commercial system. I need to be able to set the Created date, as opposed to it showing as created Now(). I currently have the value in Starts so if it can be done from a scrip it may work, otherwise a direct db change may be the only way to go. Ideas? Aaron Sallade' Application Manager PTSO of Washington Shared Technology for Community Health (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Approval queue for network changes
Hi, OK, I've read the wiki on Creating Approvals In RT and ManualApprovals... Although I have a hard time figuring out what needs to be done. The Manager wants the ability for his staff to send emails to nsapprove And for him to receive a notification for this email that gets put in the ___Approvals queue. So I enabled the ___Approvals queue, but when we send an email to it, he gets notified as he's a watcher, But he does not know (or even I) what to do next... There is no Approve button or what have you... So what is the function exactly of the ___Approvals queue? The templates and scripts are already there by default so I thought this would work right out of the box, but does not seem so. Is there a detailed howto on creating this type of approvals? Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com image001.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [BULK] RE: question about watchers
Nelson, Not to discourage you but, many have tried to get Approvals to work in RT and have failed. That's why we created our Requests queue. We use it like an Approvals queue, but we can control how it acts (and the privileges) more easily than the RT version. Kenn LBNL On 4/9/2008 11:28 AM, Nelson Pereira wrote: Ok, thanks all, I seem to have a very hard time to grasp all of this for some strange reason. I sat down with the Supervisor and he wants me to forget about this for now, and simply work on the approvals queue. So since this is not on topic, I will create a new thread. Regards, Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 1:47 PM To: Nelson Pereira Cc: Aaron Sallade; rt-users@lists.bestpractical.com Subject: Re: [rt-users] [BULK] RE: question about watchers Nelson, Try this. Setup a group that includes just the AdminCc's of each support queue. then, put them in the Watcher CC of the general (unassigned) queue. Setup a notification to email CC watchers when a ticket is created in the unassigned queue. Now, when a ticket is created in the unassigned queue, those that are the interested parties can look at the queue (give that special group the appropriate rights) and either a) Take the ticket they want and work on in in the unassigend queue to resolve, OR b) Move the ticket to the queue they use to work on tickets OR c) create a scrip that moves a ticket to the appropriate queue when the owner changes from nobody to somebody (whomever/whatever queue). Either way, with a little procedural design followed by appropriate scrip/template/privileges you can easilymake this work. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Urgent request for aid - Set created date on import?SOLVED
Thanks all, Were going to do it at the SQL level. Thanks for the help. -Aaron ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CF question
To all, I have a Custom Field that has a user id as it's value. I need to pull the email address for that user and use it as the To: address in a template. I suppose I could have just put the user id's email address in the CF and I may end up doinf that, but I'd like this idea to work, if possible. Any ideas? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CF question
At Wednesday 4/9/2008 03:02 PM, Kenneth Crocker wrote: To all, I have a Custom Field that has a user id as it's value. I need to pull the email address for that user and use it as the To: address in a template. I suppose I could have just put the user id's email address in the CF and I may end up doinf that, but I'd like this idea to work, if possible. Any ideas? Thanks. Kenn LBNL Kenn, You can put code in the template to grab the user's email address, based on the content of the custom field. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgrade to 3.6.6, queue tickets have broken links
Dear RT Users, I have a couple problems so far after having upgraded to RT 3.6.6: 1 ) The BestPractical logo is a bad link: img src=//NoAuth/images//bplogo.gif 2 ) If I click on a queue, all the tickets returned in that search are bad links like this: a href=//Ticket/Display.html?id=60428 I was not at all involved in the old setup / config of RT and the person who was and who had done the previous upgrades in long gone so I know some of you will shudder when I talk about my setup and yes, I know I'm a harsh n00b and my predacessor more so, but here's what we got: Current / Old setup (the live setup) on an Fedora Core 1 box named rt. It is running RT 3.0.11 (yes, old) and it is configured to run as fast CGI under the subdirectory rt, so it is in http://rt/rt. To move RT to a new server, I am also updating to 3.6.6 in the process. So the new setup is an RHEL 5 box named rt-test. It is supposed to be running 3.6.6 and configured with mod_perl and a VirtualHost instead of FastCGI (which was giving me a lot of grief). To get where I got so far, I dumped the old db with mysqldump from the old server, pushed it on to the new server. Then unpacked the rt-3.6.6 tarball doing make testdeps and make install *not* using any files from the old installation as per the upgrade documentation. Then I just created a new RT_SiteConfig to taste, created the virtual host in Apache, and that's where I got to. So some things do work. I can login with my old user account, I can open tickets on my summary page. The pages seem to load pretty slow, but I think that is just because the browser is trying to pull a logo from http://noauth/images//bplogo.gif;, hence, this is the first issue I noticed. For the other issue, if I just click any of the queues I have listed, the links for all the tickets are all just wrong. Any queue, any ticket. Yet if I search of one of the ticket numbers I see in the queue, I get redirected correctly. What have I done wrong? Should I dump my mod_perl/virtual host config and try to get FastCGI working? Is there something I can fix in my SiteConfig? Thanks in advance for any advice or direction, Dominic Lepiane Network Administrator Point Grey Research +1 604 730 9937 ext 283 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade to 3.6.6, slow loading time
Dominic Check your privileges. If you have allowed global groups (Everyone, Privileged) a lot of ticket ownership modify privileges, that will create a dramatic effect on how long it takes to load a ticket. I've found that the more users that have privileges to tickets in a queue, the longer it takes to load a ticket. Of course, it could also be some DB thing as well. Kenn LBNL On 4/9/2008 1:05 PM, Dominic Lepiane wrote: -Original Message- Sent: Wednesday, April 09, 2008 12:34 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Upgrade to 3.6.6, queue tickets have broken links Dear RT Users, I have a couple problems so far after having upgraded to RT 3.6.6: 1 ) The BestPractical logo is a bad link: img src=//NoAuth/images//bplogo.gif 2 ) If I click on a queue, all the tickets returned in that search are bad links like this: a href=//Ticket/Display.html?id=60428 ... Snip The answer was, naturally, PEBCAK. I had the WebPath set to / instead of . However, I have noticed that many pages, like if I go to a specific ticket, still take a very long time to load. ~10s. This is a dual-Xeon-hyper-threaded 3.0 GHz box running RHEL 5 x86_64 with 4GB RAM, so opening a ticket should not take this long. What have I done wrong this time? Thanks in advance for any advice, Dominic Lepiane ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] logging out of different browsers...
On Wednesday 09 April 2008 10:08:17 am William Bulley wrote: With Opera 9.2, when I do the same thing, I get a brief screen including a string telling me that I logged out and a hotlink stating that I can log in again if I want to, and then -- BAM!!! I am immediately back to the previous session as though I had not logged out at all! In fact, short of exiting my Opera session, there is no way I have found to actually log out of RT 3.6.5 using Opera 9.2 -- what is going on here? Sounds like an Opera bug: You would experience this if it's not managing cookies the way it's supposed to or managing it's cache properly. In this case, the login cookie is either not being cleared when you explicitly log out; or Opera is caching dynamic pages, then blindly reading back from cache without doing any sort of sanity checking on whether or not cached data is still valid. -- Paul Johnson [EMAIL PROTECTED] signature.asc Description: This is a digitally signed message part. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What is the function of Time Left in the RT 3.6.6 Ticket/Basic Menu?
Is there a correlation between Left in the Display Menu and the Time Left in the Basic Menu. I have not been able to fins any functionality for this in the code. What I am looking for is a way to set a Default time to respond to a ticket and I don't want to re-invent the wheel if the code already has this function. Mark P. Fraser Netstream Visit us at http://www.mynetstream.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension
I have installed the ExternalAuth extension (thanks Mike!) to try and
validate against my Active Directory server, but I am failing with the
following message in my apache error_log:
[Wed Apr 9 22:20:09 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/usr/local/rt3/lib/RT/User_Vendor.pm:1056)
This looked to me (and other messages on this list seemed to indicate)
that my problem was one of not providing a correct username/password
pair with which to connect to the AD server. This seemed strange to me
because I was able to validate, on the same machine that is running RT,
against AD using the same username/password pair using ldapsearch.
So I had our AD admin configure AD to allow Anonymous Binding. Now I
am still getting the same error message as above, even though the
following use of ldapsearch binds against AD just fine with no
usercode/password provided:
ldapsearch -b dc=comalc,dc=com -H ldap://redacted.comalc.com
(objectclass=*) -x
I suspect that I must have misconfigured ExternalAuth, so I have pasted
in my RT_SiteConfig.pm below. Thanks in advance for any help.
James
---/etc/rt3/RT_SiteConfig.pm---
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set( $rtname, 'greenfieldethanol.com');
# Set( $Organization , example.com);
# Look into the zoneinfo database for valid values
(/usr/share/zoneinfo/)
Set( $Timezone , 'US/Eastern');
# Set( $WebBaseURL , http://localhost;);
Set( $WebPath , /rt3);
Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');
Set($LogToFileNamed , rt.log);
# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority, ['My_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.
Set($ExternalInfoPriority, ['My_LDAP']);
# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means use Net::SSLeay;
Set($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($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE
'My_LDAP' = { ## GENERIC SECTION
# The type of service (db/ldap/cookie)
'type' = 'ldap',
# Should the service be used for authentication?
'auth' = 1,
# Should the service be used for information?
'info' = 1,
# The server hosting the service
'server'= 'redacted.comalc.com',
## 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' = 'redacted',
# The password RT should use to connect to the LDAP
server
'pass'= 'redacted',
#
# The LDAP search base
'base' = 'ou=Organisational
Unit,dc=domain,dc=TLD',
# The filter to use to match RT-Users
'filter'= '(objectclass=*)',
# The filter that will only match disabled users
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
# Should we try to use TLS to encrypt connections?
'tls' = 0,
# What other args should I pass to
Net::LDAP-new($host,@args)?
'net_ldap_args' = [version = 3 ],
# Does authentication depend on group membership? What
group name?
#'group' = 'GROUP_NAME',
# What is the attribute for the group object that
determines
