[rt-users] RT 3.8 - Cant create users in database when they send email
Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from [EMAIL PROTECTED] to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal ___ 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 3.8 - Cant create users in database when they sendemail
i was under the impression that the whole point of having RT integrate with LDAP was to prevent such interaction by unauthenticated users? just a thought... :/ -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Filipe José Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from [EMAIL PROTECTED] to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal ___ 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 3.8 - Cant create users in database when they sendemail
Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Filipe José Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from [EMAIL PROTECTED] to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. ___ 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 3.8 - Cant create users in database when they sendemail
Sorry, that will not work for what you want to do. I also have the same problem, but RT is only internal for us. From: Auch, Benjamin Sent: Thursday, October 02, 2008 7:31 AM To: 'Filipe José Silva Clemente'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT 3.8 - Cant create users in database when they sendemail Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Filipe José Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from [EMAIL PROTECTED] to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. ___ 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 3.8 - Cant create users in database when they sendemail
Auch, Benjamin wrote: Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 And pay specific attention to: # 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, 1); -- 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] reall odd apache2 crashes with blank pages
i thought i had good news to share; i came in this morning and RT didn't greet me with a white page upon clicking a link or refreshing, but then i still noticed a single segfault entry at 5pm yesterday night (this is even before i left the office apparently, i simply hand't noticed) it seems like the DBD::mysql downgrade didn't change much. :( to those who also still have not fixed this: has anyone else gotten any further with their problem so far? if so, please provide details about what you've done up to now to resolve the issue. thanks. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Tuesday, September 30, 2008 7:52 AM To: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. ___ 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] RT 3.8 - Cant create users in database whenthey sendemail
Not to hijack the thread (its related :) I wanted to be able to autocreate users in RT if they are already in LDAP. So if a new hire sends a ticket in, the ticket will get created without me having to create the user in RT manually. I used to use the ADimport script (ran nightly for updates), but I was hoping I could do away with that. Will this setting allow me to do that? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Thursday, October 02, 2008 8:34 AM To: Auch, Benjamin Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in database whenthey sendemail Auch, Benjamin wrote: Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% 25 And pay specific attention to: # 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, 1); -- 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 ___ 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 3.8 - Cant create users in databasewhenthey sendemail
i believe the setting refers to creating RT accounts for users who *failed* to authenticate via an external service such as LDAP.. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Helmuth Ramirez Sent: Thursday, October 02, 2008 7:45 AM To: [EMAIL PROTECTED]; Auch, Benjamin Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail Not to hijack the thread (its related :) I wanted to be able to autocreate users in RT if they are already in LDAP. So if a new hire sends a ticket in, the ticket will get created without me having to create the user in RT manually. I used to use the ADimport script (ran nightly for updates), but I was hoping I could do away with that. Will this setting allow me to do that? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Thursday, October 02, 2008 8:34 AM To: Auch, Benjamin Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in database whenthey sendemail Auch, Benjamin wrote: Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% 25 And pay specific attention to: # 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, 1); -- 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 ___ 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] RT 3.8 - Cant create users in databasewhenthey sendemail
Gabriel Cadieux wrote: i believe the setting refers to creating RT accounts for users who *failed* to authenticate via an external service such as LDAP.. Correct. I agree it could be named better but the idea is, ExternalAuth PROVIDES the method for autocreating LDAP users, that setting is just a question about what you want to do with users who werent found in ldap. -- 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] RT 3.8 - Cant create users in databasewhenthey sendemail
Yeah, that's what I thought...just wanted to confirm. Thanks -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Thursday, October 02, 2008 8:49 AM To: Gabriel Cadieux Cc: Helmuth Ramirez; Auch, Benjamin; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 - Cant create users in databasewhenthey sendemail Gabriel Cadieux wrote: i believe the setting refers to creating RT accounts for users who *failed* to authenticate via an external service such as LDAP.. Correct. I agree it could be named better but the idea is, ExternalAuth PROVIDES the method for autocreating LDAP users, that setting is just a question about what you want to do with users who werent found in ldap. -- 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] reall odd apache2 crashes with blank pages
Did you check the various log files? -- Mathieu Longtin 1-514-803-8977 On Thu, Oct 2, 2008 at 8:35 AM, Gabriel Cadieux [EMAIL PROTECTED] wrote: i thought i had good news to share; i came in this morning and RT didn't greet me with a white page upon clicking a link or refreshing, but then i still noticed a single segfault entry at 5pm yesterday night (this is even before i left the office apparently, i simply hand't noticed) it seems like the DBD::mysql downgrade didn't change much. :( to those who also still have not fixed this: has anyone else gotten any further with their problem so far? if so, please provide details about what you've done up to now to resolve the issue. thanks. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Tuesday, September 30, 2008 7:52 AM To: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. ___ 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] reall odd apache2 crashes with blank pages
the reason i notice the segfaults is because i have been tailf-ing /var/log/apache2/error_log 24/7 for over a week, so yes. :P could someone please point me in the right direction regarding obtaining a valid core dump from the segfault and performing a gdb backtrace on it to identify the source of the crashes? i'm mildly retarded when it comes to debugging/coding under linux. thanks. -gabe -Original Message- From: Mathieu Longtin [mailto:[EMAIL PROTECTED] Sent: Thursday, October 02, 2008 8:02 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Did you check the various log files? -- Mathieu Longtin 1-514-803-8977 On Thu, Oct 2, 2008 at 8:35 AM, Gabriel Cadieux [EMAIL PROTECTED] wrote: i thought i had good news to share; i came in this morning and RT didn't greet me with a white page upon clicking a link or refreshing, but then i still noticed a single segfault entry at 5pm yesterday night (this is even before i left the office apparently, i simply hand't noticed) it seems like the DBD::mysql downgrade didn't change much. :( to those who also still have not fixed this: has anyone else gotten any further with their problem so far? if so, please provide details about what you've done up to now to resolve the issue. thanks. -Original Message- From: [EMAIL PROTECTED] [mailto: [EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Tuesday, September 30, 2008 7:52 AM To: RT Users Mailing List (E-mail) Subject: Re: [rt-users] reall odd apache2 crashes with blank pages it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. ___ 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] RT 3.8 - Cant create users in database when they send email
If the error is something like: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. Then maybe you haven't given CreateTicket permissions to Everyone on the particular queue. Jasin On 2 Oct 2008, at 13:25, Filipe José Silva Clemente wrote: Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from [EMAIL PROTECTED] to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal ___ 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] making RT custom fields layout nicer
bump :( -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Monday, September 29, 2008 3:28 PM To: RT Users Mailing List (E-mail) Subject: [rt-users] making RT custom fields layout nicer i attached a quick screenie of what my ticket creation interface looks like now that i have managed to customize it by removing all the extra crap that RT seems to love putting there for no reason.. but now still, nothing lines up properly, the page doesn't seem wide enough for the content, the fields are too small, etc.. does anyone have any suggestions for making this look nicer? i don't mind permanently changing the html (which is what i've been doing already), since once i'm done there won't be any changing it, ever... thanks. Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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] Gateway/ITS and IE dialog box
Mike, The gateway page I've been testing on is http://web.mit.edu/sturner/www/gateway/PS1/employees_home.shtml The Update Personal Information link at the top og the left column shows the problem in IE 7. Click on the link, then use the home link from the ITS app to see the dialog box appear. One other change I made here is to have the Employee home page create a cookie for the ITS apps on page load, so that home will supposedly go back to the gateway page we started from. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ 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] Gateway/ITS and IE dialog box
Sorry, ignore my previous message - it was wrongly addressed. 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] Gateway/ITS and IE dialog box
too late. i had read it already. you're fired. :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Stephen Turner Sent: Thursday, October 02, 2008 8:25 AM To: Stephen Turner; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Gateway/ITS and IE dialog box Sorry, ignore my previous message - it was wrongly addressed. 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 ___ 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] OLE objects in e-mail requests
Many of our users are trying to be helpful by pasting a screen shot in their e-mail requests. When these messages become tickets in RT, the screen shot is replaced by ...OLE_Obj... and we have no idea what it is that we are supposed to see. I've search the web for a couple of days and I think this is related to Postfix rather than RT, but I'm hoping someone has some advice on how to have the OLE object become an RT attachment. My environment is Ubuntu 6.06, RT 3.6.5, postfix 2.2.10 with Outlook and Exchange 2003 on the client side. Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. 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] Problem with sorted search download
To all, I've had 3.6.4 up and running for almost a year now and never noticed this problem. I created a search to sort by due date. The results were sorted correctly. I then downloaded the results to a spreadsheet and the results were in ticket id order, not due date order. This surprised me to no end. I assumed that whatever the results of a search, they would be downloaded in the same sorted order. Anyone have a clue to resolving this? Is this corrected in 3.8? 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
[rt-users] User custom fields not displaying (RT 3.8.1)
I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David___ 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 custom fields not displaying (RT 3.8.1)
maybe try creating a new queue and enabling them for that one and see if that works? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of David Chandek-Stark Sent: Thursday, October 02, 2008 12:28 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] User custom fields not displaying (RT 3.8.1) I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David ___ 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 custom fields not displaying (RT 3.8.1)
David, This will seem stupid, but did you also Apply the CF's to those queues and do the users that want to see them have access rights to tickets in those queues. I only ask because sometimes when it seems impossible for a certain a problem to occur, it is usually the result of a simple oversight (ie. the logic is correct in the code but a semi-colon was missing, etc.). Just checking and hope this helps. Kenn LBNL On 10/2/2008 10:28 AM, David Chandek-Stark wrote: I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David ___ 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] User custom fields not displaying (RT 3.8.1)
Oops. OK, I see what I missed. After creating the user custom field, you have to select it by going to Global-Custom Fields-Users. So it works now -- whew! Thanks, David Kenneth Crocker [EMAIL PROTECTED] wrote on 10/02/2008 01:37:01 PM: David, This will seem stupid, but did you also Apply the CF's to those queues and do the users that want to see them have access rights to tickets in those queues. I only ask because sometimes when it seems impossible for a certain a problem to occur, it is usually the result of a simple oversight (ie. the logic is correct in the code but a semi-colon was missing, etc.). Just checking and hope this helps. Kenn LBNL On 10/2/2008 10:28 AM, David Chandek-Stark wrote: I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David ___ 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] User custom fields not displaying (RT 3.8.1)
Kenn, These are User custom fields, not Ticket custom fields. Still I hope you're right that it's simple oversight, especially since I've never created custom fields on users. Thanks, David Kenneth Crocker [EMAIL PROTECTED] wrote on 10/02/2008 01:37:01 PM: David, This will seem stupid, but did you also Apply the CF's to those queues and do the users that want to see them have access rights to tickets in those queues. I only ask because sometimes when it seems impossible for a certain a problem to occur, it is usually the result of a simple oversight (ie. the logic is correct in the code but a semi-colon was missing, etc.). Just checking and hope this helps. Kenn LBNL On 10/2/2008 10:28 AM, David Chandek-Stark wrote: I'm totally stumped on this one ... I added three new custom fields for users, but they are not displaying on the user create or modify pages, although other previously created CF's are. I have the SuperUser permission and the new CF's are definitely enabled. No errors are being written to the RT or Apache logs. I even tried explicitly granted the SeeCustomField and ModifyCustomField permissions to privileged users -- still no display and no errors. Thanks, David ___ 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] RT 3.8 - Cant create users in database when they sendemail
Hi, What do I need to edit in the User_Vendor.pm file and whats the function of this file? Configuration too? TIA, Filipe Portugal _ From: Auch, Benjamin [mailto:[EMAIL PROTECTED] Sent: quinta-feira, 2 de Outubro de 2008 13:31 To: Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT 3.8 - Cant create users in database when they sendemail Did you edit the User_Vendor.pm? http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Filipe José Silva Clemente Sent: Thursday, October 02, 2008 7:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8 - Cant create users in database when they sendemail Importance: High Hi, I have external authentication set to AD LDAP and it works fine. The problem now is when a end user sends an email from [EMAIL PROTECTED] to, RT 3.8 gives an error saying that the user cant be loaded from ldap and rt doesnt have the right configuration to create the user in the databse (internal). What are the variables i need to set so the user is automatically created in the RT database when someone sends an email and dont exist in the external LDAP? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. ___ 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] how do you change the columns to display
I just added a custom field, and I'd like it to display in the default searches, such as when you click on a queue name in the dashboard. How would I go about doing that? Thanks -- Mathieu Longtin 1-514-803-8977 ___ 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] Auto assign of ticket to Open if taken by user
Hi Emmanual. Would i have to change this line on each section I find with the same code or are there only a specific section where this code has to change? Thanks Johann Emmanuel Lacour wrote: On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote: Hi. I have been trying to figure out to automatically change a ticket status to open as soon as the take button has been selected by a user. All users seems to forget to also click on the Open button after they click the take button which causes reporting problem. Here I made a TakeOpen link by editing html/Ticket/Elements/Tab and modify it like this: before: path = Ticket/Display.html?Action=Takeid= . $id, after: path = Ticket/Display.html?Action=TakeStatus=openid= . $id, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Auto-assign-of-ticket-to-Open-if-taken-by-user-tp19733099p19787707.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto assign of ticket to Open if taken by user
On Thu, Oct 02, 2008 at 02:14:45PM -0700, JohannS wrote: Hi Emmanual. Would i have to change this line on each section I find with the same code or are there only a specific section where this code has to change? You will find only one place ;) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto assign of ticket to Open if taken by user
Hi Johann,
Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn't quite right, it should be close
enough to figure out.
Scrip condition: User Defined
if ($self-TransactionObj-Type eq Take) {
return 1;
} else {
return undef;
}
Scrip action: User Defined
{ $self-TicketObj-SetStatus(Open); }
Regards,
Gene
At 02:14 PM 10/2/2008, JohannS wrote:
Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?
Thanks
Johann
Emmanuel Lacour wrote:
On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote:
Hi.
I have been trying to figure out to automatically change a ticket status
to open as soon as the take button has been selected by a user.
All users seems to forget to also click on the Open button after they
click the take button which causes reporting problem.
Here I made a TakeOpen link by editing html/Ticket/Elements/Tab and
modify it like this:
before:
path = Ticket/Display.html?Action=Takeid= . $id,
after:
path = Ticket/Display.html?Action=TakeStatus=openid= . $id,
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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[rt-users] How to add mandatory custom field to quick ticket creation area
Hi. We have created some mandatory custom fields which the users have to fill in, but now since we create these we are unable to make use of the quick ticket creation area. It will not allow us to create a quick ticket because the mandatory field is not available in this area to be completed. Is there any way to add the mandatory new custom field to the quick ticket create area on the main page? Thanks Johann ___ 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] How to add mandatory custom field to quick ticket creation area
Sorry i was a bit quick on the trigger and found many posts on this, but if somebody could assist with 3.8.1 that would be very much appreciated. Thanks :) JohannS wrote: Hi. We have created some mandatory custom fields which the users have to fill in, but now since we create these we are unable to make use of the quick ticket creation area. It will not allow us to create a quick ticket because the mandatory field is not available in this area to be completed. Is there any way to add the mandatory new custom field to the quick ticket create area on the main page? Thanks Johann ___ 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 -- View this message in context: http://www.nabble.com/How-to-add-mandatory-custom-field-to-%22quick-ticket-creation%22-area-tp19789043p19789174.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] Auto assign of ticket to Open if taken by user
Hi Johann,
Scrips are created in either the Queues or Global areas under the
Configuration menu in the Web GUI. You would create it in the queue that
you want it to apply to, or, if you want this behavior in all of your
queues, as a global scrip.
I borrowed the book from the school library while I was installing
RT. This was a couple of years and many brain cells ago, but I do remember
that the book was pretty helpful in getting to understand scrips,
templates, and the basics of ticketing systems. It was still a pretty
steep learning curve for me, though.
Regards,
Gene
At 04:00 PM 10/2/2008, JohannS wrote:
Hi Gene.
Not a problem at all, I always welcome some extra information.
This might sounds stupid but where will I be able to add this script for RT
when a ticket is created?
Do you perhaps have the RT book and is it worth getting now that the newer
version of 3.8.1 is out?
Thanks
Cheers
Johann
Gene LeDuc wrote:
Hi Johann,
Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn't quite right, it should be close
enough to figure out.
Scrip condition: User Defined
if ($self-TransactionObj-Type eq Take) {
return 1;
} else {
return undef;
}
Scrip action: User Defined
{ $self-TicketObj-SetStatus(Open); }
Regards,
Gene
At 02:14 PM 10/2/2008, JohannS wrote:
Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?
Thanks
Johann
Emmanuel Lacour wrote:
On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote:
Hi.
I have been trying to figure out to automatically change a ticket
status
to open as soon as the take button has been selected by a user.
All users seems to forget to also click on the Open button after
they
click the take button which causes reporting problem.
Here I made a TakeOpen link by editing html/Ticket/Elements/Tab and
modify it like this:
before:
path = Ticket/Display.html?Action=Takeid= . $id,
after:
path = Ticket/Display.html?Action=TakeStatus=openid= . $id,
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Obtaining ticket ID from rt-mailgate in Procmail
I worked things out by using the rt-mailgate --debug option, which
returns the ticket number as part of its output. This is what I see in
the third line:.
,okTicket: 105Queue: Owner:,NobodyStatus: Subject:,Requestor:
# pipe stderr to rt-mailgate grab ticket ID (need to redirect stderr
in order for sed to access it)
:0
{
# put into RT (preserve ticket number).
:0fw c
{
TICKET=`/opt/local/rt/bin/rt-mailgate --debug --extension ticket
--queue ${RTQUEUE} --action correspond --url ${RT_URL} 31 12
23|/usr/bin/sed -e '1,3d' -e 's/^\(.*Ticket:[
]*\)\([0-9]\{1,\}\)\(.*\)\$/\2/'`
}
Perhaps someone can think of an alternate solution, but this works
reliably for me.
W. Thornton Martin wrote:
I am calling rt-mailgate from Procmail and need to capture the ticket id
of the ticket it creates. The tickets are created correctly, but I need
this ticket id to pass to another script in Procmail.
Does anyone have an example of this?
Thank you,
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Re: [rt-users] reall odd apache2 crashes with blank pages
2008/9/30 Gabriel Cadieux [EMAIL PROTECTED]: it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. disable ssl slow down the segfault. our rt system runs for 3 days. it segfault almost every day before. but the problem is still there. i now again wondering about mod_perl.. ___ 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
