[rt-users] Installation woes
Hi all! Just a quick one here. I obtained a fresh copy of RT and tried to install it on my linux server. However, the installation failed when trying to change permissions. Now as a result, mysql and ssh have all failed. Has anybody come across this before? Any help would be much appreciated! regards John ___ 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] Installation woes
John Paul Hayes wrote: Hi all! Just a quick one here. I obtained a fresh copy of RT and tried to install it on my linux server. However, the installation failed when trying to change permissions. Now as a result, mysql and ssh have all failed. Has anybody come across this before? Any help would be much appreciated! You need to provide error messages and any other available output as well as detail on exactly what you've done so far. Without further information about the problem it's unlikely anyone will be able to help. -- 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] Question about having a splash page?
I am no guru but the directory /opt/rt3/local/html is where you want to keep your local copies of RT files. RT looks there first for files. At first glance it looks easy to just create a new copy of the RT Index page under a new name in /opt/rt3/local/html and then create your splash page named index.html. The problem comes into the later pages where the link for Home is. This may cause some issues since it will get sent back to your splash page. Or wouldn't it work to have a link at http://rt.domain.com and then that redirects you to https://rt.domain.com? I have seen this done with sites that host emails. Jared Hanks [EMAIL PROTECTED] 4/22/2008 8:02 PM Hello, I'm trying to create a splash page for RT. What I mean by splash page is this... basically a page that has 2 links: one link to our custom web ticket entry page, and one to actually log in to RT. We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page. If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt. Any one know how to do this? I'm not sure if it's something that I can do in httpd.conf or not. I tried it a little bit ago, but didn't get it to work correctly. I don't know that much about the web configuration stuff so that's why I'm asking the user list. I'm hoping someone has done this before, or can at least point me in the right direction. Any help is appreciated. Thanks, Jared _ Back to work after baby*how do you know when youre ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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] dependency question about GD in cpan
I'm running CentOS 4.6 and I'm stuck on the GD dependency ... Does anyone else have issues with GD in Cpan? I can just install from an RPM but I'm curious why Cpan always gives me headaches on GD. Thanks in advance ... Test Summary Report --- t/axestype.t (Wstat: 512 Tests: 0 Failed: 0) Non-zero exit status: 2 Parse errors: Bad plan. You planned 13 tests but ran 0. t/bugfixes.t (Wstat: 65280 Tests: 1 Failed: 1) Failed test: 1 Non-zero exit status: 255 Parse errors: Bad plan. You planned 33 tests but ran 1. t/use.t (Wstat: 512 Tests: 0 Failed: 0) Non-zero exit status: 2 Parse errors: Bad plan. You planned 10 tests but ran 0. Files=6, Tests=63, 1 wallclock secs ( 0.01 usr 0.11 sys + 0.07 cusr 0.30 csys = 0.49 CPU) Result: FAIL Failed 3/6 test programs. 1/63 subtests failed. make: *** [test_dynamic] Error 2 BWARFIELD/GDGraph-1.44.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports BWARFIELD/GDGraph-1.44.tar.gz Running make install make test had returned bad status, won't install without force Failed during this command: LDS/GD-2.39.tar.gz : writemakefile NO '/usr/bin/perl Makefile.PL' returned status 512 MVERB/GDTextUtil-0.86.tar.gz : make_test NO BWARFIELD/GDGraph-1.44.tar.gz: make_test NO Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. ___ 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] can users be prevented from editing 'RT at a glance'?
Hello List, I did my homework, found nothing, and sent the same query few days ago - will try once again. Is it possible to prevent users from editing or customizing 'RT at a glance' ? That's my original question - assuming it can't be done, which script can I edit directly just to remove the edit button? The one next to 10 highest priority tickets I own. And lastly, which script or database record is the information on default fields to display under 10 highest priority tickets I own stored on? I'd like to try editing those directly - just need to be pointed to the right place. Any help appreciated. TIA, Chad ___ 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] can users be prevented from editing 'RT at a glance'?
On 4/23/08 11:00 AM, Chad Adlawan wrote: Hello List, I did my homework, found nothing, and sent the same query few days ago - will try once again. Is it possible to prevent users from editing or customizing 'RT at a glance' ? That's my original question - assuming it can't be done, which script can I edit directly just to remove the edit button? The one next to 10 highest priority tickets I own. This is the modify self right, which can be applied on a per group or per user basis in the global rights sections respectively. Remove this right, and users won't be able to update RT-at-a-Glance, and probably some other items related. And lastly, which script or database record is the information on default fields to display under 10 highest priority tickets I own stored on? I'd like to try editing those directly - just need to be pointed to the right place. These displays are simply searches that are displayed in the at-a-glance. Click the edit next to the 10 highest... title. You can edit that search to change what fields are displayed, how they are are ordered, etc. The number 10 simply reflects the at a glance config for how many fields to display, and each user can modify that. Not something you need, or want, to modify behind the scenes. I'm sure there's a way to globally change that number from 10, but have not done it myself. This simply applies to how many search results are display on the at a glance, the search itself has a different limit, that is again customizable in the search. chris ___ 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] Ugly hack that does one step resolve on reply (w/ context of original requestor's message)
Hello - I'm sure there are better ways of handling this, but after going back and forth a lot with how this should be implemented (and not being very familiar with the underlying codebase), I chose low-hanging fruit -- an ugly hack. A group within our organization that wants to use RT has a workflow that is almost always - respond and close a ticket. Unfortunately, the Resolve link in the ticket header doesn't meet the need, because they want to include the user's context in the reply. So, I changed the transaction reply link (the link that says reply just above the body of the requestor's message) to include the necessary bits to get the Update page to change the status to resolved for the impending reply. Works in RT 3.6.6. If someone wants to bash my implementation _and_ provide the proper local change (I don't care if it changes the status on the update page for responses directly or, say, adds a link to the ticket page that says Reply and Resolve - whatever), be my guest. But I suspect there are other people who want this workflow and are capable of making this manual patch... so here it is: diff -Naur old/Elements/ShowTransaction new/Elements/ShowTransaction --- old/Elements/ShowTransaction2008-04-23 13:06:09.0 -0400 +++ new/Elements/ShowTransaction2008-04-23 10:38:16.0 -0400 @@ -173,6 +173,7 @@ $titlebar_commands .= [a href=\.$UpdatePath.?id= . $Transaction-Ticket + . DefaultStatus=resolved . QuoteTransaction= . $Transaction-Id . Action=Respond\ To install: write the contents of the patch above to a file, say /tmp/ShowTransaction.patch cd /my/path/to/rt/share/html/Ticket/Elements patch -p2 /tmp/ShowTransaction.patch WARNING: any upgrade will undoubtedly overwrite this change and you will undoubtedly have to repeat the process or do something different altogether after the upgrade! Hope this helps someone. Regards, 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] RT not generating email for CCs/AdminCCs
Steve, Thanks for the great explanation. It makes sense. But isn't there a usability issue on the Ticket/Update page? If you can fill the CC field without a Message, then the results are not as expected (looking at a classic email interface, Outlook for example). At a minimum an error message should mention that the CCs were not emailed. Maybe there is a way to make the CC emailing happen with a custom Scrip? Thierry ___ 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] Error when changing $ParseNewMessageForTicketsCC
I am trying to change the $ParseNewMessageForTicketsCC in the RT_SiteConfig.pm. I tried this: # For ticket 226, need to add the following lines for a cc to be added # from an email created ticket. added by DOC 20080422 Set($ParseNewMessageForTicketCcs, 1); Set($RTAddressRegexp, ^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$); and I tried this: # For ticket 226, need to add the following lines for a cc to be added # from an email created ticket. added by DOC 20080422 =[Set($ParseNewMessageForTicketCcs, 1);] =[Set($RTAddressRegexp, ^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$);] For both of them the startup error was [Tue Apr 22 21:09:55 2008] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server tickets..com:0, exiting... Webmux.pl existing in that path and looks fine (at least upon cursory examination). Any ideas? -- View this message in context: http://www.nabble.com/Error-when-changing-%24ParseNewMessageForTicketsCC-tp16834733p16834733.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Error when changing $ParseNewMessageForTicketsCC
Try quoting the regex: Set($RTAddressRegExp, '^(content\blah\blah...)$'); At 11:00 AM 4/23/2008, lgrella wrote: I am trying to change the $ParseNewMessageForTicketsCC in the RT_SiteConfig.pm. I tried this: # For ticket 226, need to add the following lines for a cc to be added # from an email created ticket. added by DOC 20080422 Set($ParseNewMessageForTicketCcs, 1); Set($RTAddressRegexp, ^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$); and I tried this: # For ticket 226, need to add the following lines for a cc to be added # from an email created ticket. added by DOC 20080422 =[Set($ParseNewMessageForTicketCcs, 1);] =[Set($RTAddressRegexp, ^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$);] For both of them the startup error was [Tue Apr 22 21:09:55 2008] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server tickets..com:0, exiting... Webmux.pl existing in that path and looks fine (at least upon cursory examination). Any ideas? -- View this message in context: http://www.nabble.com/Error-when-changing-%24ParseNewMessageForTicketsCC-tp16834733p16834733.html Sent from the Request Tracker - User mailing list archive at Nabble.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 -- 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] RT not generating email for CCs/AdminCCs
Thiery, We have 3.6.4 and no problem. Notify Other Recipients is what I was talking about so that's ok. HHHMMM. Perhaps there is a config setting that checks the USERS table for unprivileged users before it sends out an email, I don't know. I think at this point, we can say the scrip and template (no changes in template?) are OK and it must be something with your config settings or the way your RT is working with your mailgate or something like that. Sorry I couldn't be of more help. Kenn LBNL On 4/22/2008 8:54 PM, Thierry Thelliez wrote: The action says 'Notify Other Recipients'. I do not have 'Notify Others' as an option, The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4. Thierry ___ 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] Installation woes
John, Did you insure that the ID you used to sign into UNIX had the right privileges to update the directories? The same goes for updating MySQL? The two environments may very well require a different password, etc. Kenn LBNL On 4/23/2008 1:40 AM, John Paul Hayes wrote: Hi all! Just a quick one here. I obtained a fresh copy of RT and tried to install it on my linux server. However, the installation failed when trying to change permissions. Now as a result, mysql and ssh have all failed. Has anybody come across this before? Any help would be much appreciated! regards John ___ 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] updating custom field value - permission denied
Gary Gina, The permission for updating Custom Fields is granted seperatly. Once you have created the field, you must navigate to Config-Custom Fields-(Select CF)-Applies to in order to get a CF attached to a queue. That merely means that RT will ensure that the CF will have a DataBase record called OBJECTCUSTOMFIELDVALUES. This record will retain the value that exists for that CF on an individual ticket. The ability to see and/or modify a CF in a ticket is set by navigating thus: Config-Custom Fields-(Select CF)-Group Rights/User Rights. We use Group rights because it is WAY EASIER to maintain. Once in Group Rights, you set the privileges. If you want just anyone to be able to see modify the CF, then you select SeeCustomField and ModifyCustomField and hightlight them for Privileged system Users. If you want only certain groups to be able to do that, then you select the appropriate rights for each group you want to have whatever for that CF. If you apply the CF to queue 1 and grnat the right to see/modify the CF for a group that does NOT have access to queue 1, then they will NOT be able to see or modify it. A user cannot modify a ticket Or a CF in a queue they do not have access to. It's a little complex but once you understand the hierarchy and overlaps on privileges, it's really pretty flexible. Hope this helps. Kenn LBNL On 4/23/2008 5:56 AM, Gary Gina Koteras wrote: Hello all, Our users can't update custom field values when they modify a ticket (they can update everything else - subject, status etc). The error comes up: * User asked for an unknown update type for custom field Locations for RT::Ticket object #3410 * Could not add new custom field value. Permission Denied They do have the group right: AssignCustomFields I'm not sure what I'm missing? gary In a rush? Get real-time answers with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refresh_realtime_042008 ___ 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] turn off ticket creation via email
On 4/22/08 3:00 PM, Gene LeDuc wrote: Hi Chris, I haven't tried this, but it seems to me that it ought to work. If I wanted to do this on my installation (we use sendmail as our MTA), I'd remove the alias for that queue from sendmail's aliases file and then set the reply-to address for the queue to my generic RT address. That way there won't be an e-mail address for the queue. Replies to ticket-related mail will still get into RT and be filed with the ticket via the generic address. Thanks Gene. I'm using Qmail, but it looks like I can make this work still. I need to setup a specific alias for a general queue, and then point that at an actual queue. It's not really important which queue, since as you say if there's an existing ticket number it will get classified correctly. chris ___ 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] Best way to track tickets related to an rtfm article?
On Apr 21, 2008, at 4:39 PM, Steve Seremeth wrote: Not sure if this qualifies as a bug, but it sure seems like one, since the middle process ends in what I would expect (and hope for!) so that we could report out on numbers of tickets resolved with the same canned response -- another easy way of seeing how frequently a given problem is causing our team a headache. I would expect that using an RTFM by any of the three means would end in tying the response to the RTFM article via the RefersTo field. Would you mind reporting this to [EMAIL PROTECTED] so we can have a look and see about fixing it in the dev branch? Along these same lines -- can someone point me to something that would allow me to change the formatting of responses such that RTFM articles aren't always included at the top of the response? This is especially important when there is the initial user inquiry and respondant's signature below. The code that adds in the output lives in html/Callbacks/RTFM/Elements/ MessageBox/Default but when you look at where that code is called from Elements/ MessageBox you'll see that you're going to have to do a bit of work to get it to show up anywhere but at the start of the box. -kevin ___ 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] can users be prevented from editing 'RT at a glance'?
Chad, Not that I know of. I think the design concept was based on the usual situation of a user cannot do anything on the WebUI unless they are privileged, and if they are privileged, why keep them from customizing their own home page? What is it you do not want them to see? Maybe there is another way. Kenn LBNL On 4/23/2008 9:00 AM, Chad Adlawan wrote: Hello List, I did my homework, found nothing, and sent the same query few days ago - will try once again. Is it possible to prevent users from editing or customizing 'RT at a glance' ? That's my original question - assuming it can't be done, which script can I edit directly just to remove the edit button? The one next to 10 highest priority tickets I own. And lastly, which script or database record is the information on default fields to display under 10 highest priority tickets I own stored on? I'd like to try editing those directly - just need to be pointed to the right place. Any help appreciated. TIA, Chad ___ 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 having a splash page?
Ok, maybe the splash page is going to be a little more difficult than I thought. What about modifying the index.html code to add links above the Login section. Would that be ok, or is it not advisable? What line should I put the html code above, or should I be putting the code somewhere else other than the index.html page? I don't know much HTML, only a little bit so I'm not quite sure where it needs to go. I know that if I were to upgrade I would probably need to modify the code again, which is fine. Thanks again. Date: Wed, 23 Apr 2008 08:55:10 -0400 From: [EMAIL PROTECTED] To: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Question about having a splash page? I am no guru but the directory /opt/rt3/local/html is where you want to keep your local copies of RT files. RT looks there first for files. At first glance it looks easy to just create a new copy of the RT Index page under a new name in /opt/rt3/local/html and then create your splash page named index.html. The problem comes into the later pages where the link for Home is. This may cause some issues since it will get sent back to your splash page. Or wouldn't it work to have a link at http://rt.domain.com and then that redirects you to https://rt.domain.com? I have seen this done with sites that host emails. Jared Hanks [EMAIL PROTECTED] 4/22/2008 8:02 PM Hello, I'm trying to create a splash page for RT. What I mean by splash page is this... basically a page that has 2 links: one link to our custom web ticket entry page, and one to actually log in to RT. We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page. If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt. Any one know how to do this? I'm not sure if it's something that I can do in httpd.conf or not. I tried it a little bit ago, but didn't get it to work correctly. I don't know that much about the web configuration stuff so that's why I'm asking the user list. I'm hoping someone has done this before, or can at least point me in the right direction. Any help is appreciated. Thanks, Jared _ Back to work after baby*how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! _ Make i'm yours. Create a custom banner to support your cause. http://im.live.com/Messenger/IM/Contribute/Default.aspx?source=TXT_TAGHM_MSN_Make_IM_Yours___ 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] User asked for an unknown update type for customfield Category for RT
On Mar 25, 2008, at 7:01 PM, Aaron Sallade wrote: This happens when you have a custom field select with categories set in the custom field items. It is supposed to group the items into categories. What happens is that the UI doesn't select the category drop down in the custom field with the selected value from the database, so it throws an error. The only work around I have seen is to manually select the category as well as the line item from the CF each time you do an edit. I have *never* been able to duplicate this on 3.6.6, even when not selecting a category. This includes trying on IE6, IE7, firefox and safari. If someone wants to apply the following patch and send me the enhanced error message it might help me figure out what is going on. I might also ask you for information about your custom field, but to start the error output and some brower info would help. -kevin cfunknown.patch Description: Binary data You could write JavaScript or an overlay that selects it for you based on the content of the CF, but it would be cumbersome to maintain. -Original Message- From: Robert Keidel [mailto:[EMAIL PROTECTED] Sent: Monday, March 24, 2008 10:50 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] User asked for an unknown update type for customfield Category for RT I know it is already a couple of weeks ago since I asked the first time. But I still try to find an answer. I also installed version 3.6.5 on a different test box, and I get the same error. Is there someone who could give me some information about that? Thanks Robert On Fri, Mar 7, 2008 at 11:15 AM, Robert Keidel [EMAIL PROTECTED] wrote: Hello everybody, I already read about that issue. Please correct me if I am wrong. Is this error a bug in the custom fields? If so, is there already a fix for that available and if yes where can I find it. I also wanted to mention that I run version 3.6.4 Thanks Robert Keidel ___ 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
[rt-users] number of queues
Greetings, I am in the early throws of setting up and configuring RT for our university. I have a question about the granularity with which to create queues. First off, is there a performance or otherwise soft or hard limit on the number of queues that are created? Or is the only downside of creating many queues the fact that you now need to sift through the multitude of queues to find the one you are interested in? Secondly, is there namespaces for queues? That is, some way of organizing queues into logical groups? Lastly, I am wondering if anyone can confirm the track that I am going down or otherwise point me in another direction. I am thinking that we will have somewhere between 4 and 10 top level queues at our university. Some off the top of my head are: - help desk - phone network requests - maintenance requests - projects Underneath those headings there could be queues such as the following: + help desk | + systems team + desktop team + maintenance team + phone net team + . . . + team number 50 + phone net requests + maintenance requests + projects | + systems project 1 + . . . + systems project N + classroom project 1 + . . . + classroom project N + other project + etc. I am looking at creating too many queues? What have others done that are trying to use RT as the single ticketing system for many different facets of a large organization? Thanks, -Matt Zagrabelny ___ 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] S/MIME
Our organization makes heavy use of S/MIME for signatures and encryption of email, and we would like RT to indicate if a message is signed, and has a valid signature. I saw a few mentions of it in the archives, but most are old or inconclusive. Related to this, we use these certs for client auth in web browers, has anyone configured RT to use client certs for auth instead of cookies, or HTTP auth? Jay ___ 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] S/MIME
On Apr 23, 2008, at 5:12 PM, Jay Kline wrote: Our organization makes heavy use of S/MIME for signatures and encryption of email, and we would like RT to indicate if a message is signed, and has a valid signature. I saw a few mentions of it in the archives, but most are old or inconclusive. We did a full integration for a client, but haven't found the cycles to polish it for release just yet :/ Related to this, we use these certs for client auth in web browers, has anyone configured RT to use client certs for auth instead of cookies, or HTTP auth? RT has support for HTTP auth (say, using apache's support for certs) as a flag in the config file. Jay ___ 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 PGP.sig 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
Re: [rt-users] number of queues
Matt, The performance in RT seems to drop off when the are a lot of users with a lot of permissions to the tickets in a queue. We have over 75 queues and restrict the ability to update tickets to a select few (specific groups for specific queues) and we have pretty good performance. We have a lot of software support so we prefix the name of the queue with the organization the software is supporting. For example, all of out financial software is broken down into individual queues for each package (like GL, AP, AR) but with the prf-fix for the organization. i.e. FS-GL, FS-AP, FS-AR where FS is for Financial Services. It makes it easier to find them on a page or menu. We also limit how many queues a person sees by limiting such rights as SeeQueue, ShowTicket, CreateTicket, ModifyTicket, OwnTicket, etc. to the specific groups for those queues. It cuts down on them having to page thru 75 different queues AND it speeds up page loading and searches. We also have a general Bucket or Request queue to act as a review and approval queue for about 20 queues that are related. This keeps requestors from dumping a bunch of tickets into a queue when the support team isn't ready to work on them AND, more importantly, it allows those group members that review the requests in the bucket queue to evaluate and set the priorities. After prioritization, they are either rejected or approved for work, at wich time they are moved to the appropriate support queue. This keeps things moving along evenly and without alot of melodrama and trauma. We highly recommend RT, but if your session is going to be a busy one with more than 10 queues, we suggest that you create User groups for those that only need to send/create requests (in other words, these users are not to be working on the tickets, just getting results) and Support groups for those users that will be working on those requests. We further recommend you name the groups such that they can be identified by the queue they create/own/resolve tickets in and the type of function the perform. This will nip a lot of confusion in the bud. Also, spend ALOT of time learning about the granting of privileges and how they relate/cascade for both tickets AND Custom Fields. Hope this helps. Kenn LBNL On 4/23/2008 2:26 PM, Matt Zagrabelny wrote: Greetings, I am in the early throws of setting up and configuring RT for our university. I have a question about the granularity with which to create queues. First off, is there a performance or otherwise soft or hard limit on the number of queues that are created? Or is the only downside of creating many queues the fact that you now need to sift through the multitude of queues to find the one you are interested in? Secondly, is there namespaces for queues? That is, some way of organizing queues into logical groups? Lastly, I am wondering if anyone can confirm the track that I am going down or otherwise point me in another direction. I am thinking that we will have somewhere between 4 and 10 top level queues at our university. Some off the top of my head are: - help desk - phone network requests - maintenance requests - projects Underneath those headings there could be queues such as the following: + help desk | + systems team + desktop team + maintenance team + phone net team + . . . + team number 50 + phone net requests + maintenance requests + projects | + systems project 1 + . . . + systems project N + classroom project 1 + . . . + classroom project N + other project + etc. I am looking at creating too many queues? What have others done that are trying to use RT as the single ticketing system for many different facets of a large organization? Thanks, -Matt Zagrabelny ___ 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] S/MIME
Jesse Vincent wrote: On Apr 23, 2008, at 5:12 PM, Jay Kline wrote: Our organization makes heavy use of S/MIME for signatures and encryption of email, and we would like RT to indicate if a message is signed, and has a valid signature. I saw a few mentions of it in the archives, but most are old or inconclusive. We did a full integration for a client, but haven't found the cycles to polish it for release just yet :/ Would you be willing to share the patch, even if it dosnt get included in the release? It surely would be helpful :-) Related to this, we use these certs for client auth in web browers, has anyone configured RT to use client certs for auth instead of cookies, or HTTP auth? RT has support for HTTP auth (say, using apache's support for certs) as a flag in the config file. Yep, unfortunately this makes for really ugly usernames, as Apache sets the username to the full DN of the cert, we would ideally like to just use the CN, or map it to another name entirely (like the email address). If its not really been done, Ill probably implement something using the Cookie based external auth that is already out there. Jay ___ 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] updating custom field value - permission denied
On Wed, Apr 23, 2008 at 4:56 PM, Gary Gina Koteras [EMAIL PROTECTED] wrote: Hello all, Our users can't update custom field values when they modify a ticket (they can update everything else - subject, status etc). The error comes up: User asked for an unknown update type for custom field Locations for RT::Ticket object #3410 Could not add new custom field value. Permission Denied They do have the group right: AssignCustomFields AssignCustomFields is about custom field management and assigning them to queues. When you want ModifyCustomField right. I'm not sure what I'm missing? gary In a rush? Get real-time answers with Windows Live Messenger. ___ 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 -- Best regards, Ruslan. ___ 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] dependency question about GD in cpan
Most probably you need gd-devel rpm to compile GD perl module. Errors you pasted below are meaningless as the final report says that your problems started during generating of the makefile. There are almost no chances to compile and test anything when makefile can not be compiled. On Wed, Apr 23, 2008 at 6:55 PM, Trenton Taylor [EMAIL PROTECTED] wrote: I'm running CentOS 4.6 and I'm stuck on the GD dependency … Does anyone else have issues with GD in Cpan? I can just install from an RPM but I'm curious why Cpan always gives me headaches on GD. Thanks in advance … Test Summary Report --- t/axestype.t (Wstat: 512 Tests: 0 Failed: 0) Non-zero exit status: 2 Parse errors: Bad plan. You planned 13 tests but ran 0. t/bugfixes.t (Wstat: 65280 Tests: 1 Failed: 1) Failed test: 1 Non-zero exit status: 255 Parse errors: Bad plan. You planned 33 tests but ran 1. t/use.t (Wstat: 512 Tests: 0 Failed: 0) Non-zero exit status: 2 Parse errors: Bad plan. You planned 10 tests but ran 0. Files=6, Tests=63, 1 wallclock secs ( 0.01 usr 0.11 sys + 0.07 cusr 0.30 csys = 0.49 CPU) Result: FAIL Failed 3/6 test programs. 1/63 subtests failed. make: *** [test_dynamic] Error 2 BWARFIELD/GDGraph-1.44.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports BWARFIELD/GDGraph-1.44.tar.gz Running make install make test had returned bad status, won't install without force Failed during this command: LDS/GD-2.39.tar.gz : writemakefile NO '/usr/bin/perl Makefile.PL' returned status 512 MVERB/GDTextUtil-0.86.tar.gz : make_test NO BWARFIELD/GDGraph-1.44.tar.gz: make_test NO Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. ___ 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 -- Best regards, Ruslan. ___ 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] RT and project billing / CRM integration.
G'day. A client of mine has been using a product to do task, project, client and billing management, AllocPSA. For various reasons they are considering moving away from that to something more open and widely used and supported. My recommendation, for task tracking, is Request Tracker: I have used it with success for years, and I am very comfortable that it can work well for managing job assignment, completion and history. There are a couple of features that AllocPSA, being a one stop shop provides that don't come out of the box with RT and which I wondered about what experience / advice y'all had for integration: My client currently has per-project billing rates for their staff, so a single engineer might be working on one job at $50 per hour, another at $75 and so forth. This is, currently, displayed on the tasks; my view is that this can be extracted in an overlay to the ticket display and added, as a read-only field, to one of the standard display boxes. (Alternately, it can be set and maintained as a custom field on the tickets, but I don't want them to be mutable and probably do want them more highlighted than a standard CF would be.) They also have some CRM style features: the software maintains a hierarchy of [ client 1 - * project 1 - * task ] in the system, so that a single client can have multiple projects and a project multiple tasks. It also provides contact management: a client has contact records, and so forth, which are then used once you get down to the project or task level. It would be good to keep this sort of integration and, from experience, the user management part of RT really isn't targeted at this space: it doesn't seem to provide a lot of client focused searching or display, for example. The two approaches I can see to this are: 1. Deploy some other CRM style application and encourage people to use that, optionally using the command line tools to sync changes from the external product into the RT client/user database. 2. Modify RT to use an external data source for client/user information, pulling that from the external tool directly. The second is more desirable, to my mind, since it avoids duplicating the information -- but I am not sure what sort of workload it would be to incorporate that into RT? I welcome your advice, Daniel ___ 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] Issues configuring RT::Authen::ExternalAuth
Hello Mike,
Thanks for your answer. Sorry for the delay in getting back to you. I
had to take care of a fire... Here is the RT_SiteConfig.pm file. I thought it
could be related to a bad filter...
Thanks in advance for any pointers you might have!
Carlos
# RT_SiteConfig.pm
#
# These are the bits you absolutely *must* edit.
#
# To find out how, please read
# /usr/share/doc/request-tracker3.6/INSTALL.Debian
# THE BASICS:
Set($rtname, 'Universidad de Puerto Rico - GAE');
Set($Organization, 'upr.edu');
Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');
Set($Timezone , 'Venezuela/Caracas'); # obviously choose what suits you
# THE DATABASE:
# Added by carlos 20070629
Set($DatabaseHost, 'localhost');
Set($DatabaseRTHost, 'localhost');
Set($DatabaseType, 'Pg'); # e.g. Pg or mysql
# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.
Set($DatabaseUser , 'dbuser');
Set($DatabasePassword , 'dbuserpwd');
Set($DatabaseName , 'dbname');
# THE WEBSERVER:
Set($WebPath , /rt);
Set($WebBaseURL , http://localhost;);
# 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);
# 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','SecondaryLDAP','Other-DB']);
#
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'
= 'upridldap.upr.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'
= 'admindn',
# The password RT
should use to connect to the LDAP server
'pass'
= 'adminpwd',
#
# The LDAP search base
'base'
= 'ou=people,dc=upr,dc=edu',
# The filter to use to
match RT-Users
'filter'
= '(objectclass=*)',
# The filter that will
only match disabled users
'd_filter' =
'(eduPersonAffiliation=alumn)',
# Should we try to use
TLS to encrypt connections?
'tls'
Re: [rt-users] Question about having a splash page?
Jared, Take it fromsomeone who has zero time to keep things updated. Try to keep your nods to the place that upgrades will not overwirte them. After a while you will have a hard time to make those mods and to keep track of them. You can add anything to the index.html page as long as it resides in /path/to/your/rt3/local/html. Since you are not up on HTML you should look to get a good HTML editor. I am not sure what your desktop OS is but I use two. HoTMetal Pro (No longer available) Coffee Cup HTML Editor HoTMetal Pro was the best package I ever used and have used it for the past 13+ years. I was sad to see the company SoftQuad sell it off. Coffee Cup is the next best one I found. These are both Windows packages. Jared Hanks [EMAIL PROTECTED] 04/23/08 4:30 PM Ok, maybe the splash page is going to be a little more difficult than I thought. What about modifying the index.html code to add links above the Login section. Would that be ok, or is it not advisable? What line should I put the html code above, or should I be putting the code somewhere else other than the index.html page? I don't know much HTML, only a little bit so I'm not quite sure where it needs to go. I know that if I were to upgrade I would probably need to modify the code again, which is fine. Thanks again. ___ 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
