Re: [rt-users] Ldap Authentication setup question
Hello, Ive been battling trying to get AD external Authentication going as well. Im pretty new at RT also, but I have read over all the docs and these posts several times trying to get it working. I am having the exact same issue as Michael in this thread, and I haven't been able to resolve. Have either of you figured out a solution? When I got to my servers URL I am presented with the normal login screen, but if I try to login as root, I get this error: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth line 82) If I refresh in the browser it then takes me to roots home screen and everything functions as normal. I can logout and repeat, I have to refresh once to get in. If I try to login as an AD user, I get this error: Can't call method Disabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. I have drilled over my RT_SiteConfig.pm and compared it to the ones posted on the lists. I turned on logging to file and it didn't generate anything I could see that was related. I checked file permissions on the files listed below and they are OK. Thanks in advance for all the great help. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Monday, October 27, 2008 2:55 AM To: Michael Mollard; RT Users Subject: Re: [rt-users] Ldap Authentication setup question Michael Mollard wrote: Mike, Let me know when you're up and about again. I've installed RT::Authen::ExternalAuth v.06_2 and now just logging in as local root generates this error. RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth line 73) This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. File permissions perhaps? -- 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
[rt-users] Ticket Transction custom field scrip
Hi All, I am running RT 3.4.5 pgsql + Ubuntu as the backend. I have created a custom field AssistedBy as a Custom Fields for Ticket Transactions and type Select one value and applies to ticket transactions. I have created one more Custom field Assistance (Applicable to Tickets ). I would like to know how to write a scrip which will update Assisatnce( In tickets ) based on the value of AssistedBy ( Transactions ). For Eg:- If AssistedBy(Transcation CF) = manju on resolve it should update Assistance(Ticket CF) = manju Hope I am clear on my question. I would greatly appreciate any input from you guys. Thanks in advance Regards, Manjunath ___ 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] Ldap Authentication setup question
Sean, Identical to my error. I did find a 'make fixperms' which I stumbled across, not documented anywhere I could find, alongside 'make testdeps', and 'make fixdeps'. But it didn't change anything. Same errors. If I ever get this going, I may need to write a wiki article for the 'rest of us' who are new at this. If I ever get it working ;-) Keep in touch Sean, if I find anything I'll let you know. Michael Mollard Network Administrator Moreton Bay College Email: [EMAIL PROTECTED] Web: http://www.mbc.qld.edu.au Phone: (Direct) 07 3907 5712 / (Mob) 0417 631 801 Fax: 07 3390 8919 Sean McCreadie wrote: Hello, Ive been battling trying to get AD external Authentication going as well. Im pretty new at RT also, but I have read over all the docs and these posts several times trying to get it working. I am having the exact same issue as Michael in this thread, and I haven't been able to resolve. Have either of you figured out a solution? When I got to my servers URL I am presented with the normal login screen, but if I try to login as root, I get this error: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth line 82) If I refresh in the browser it then takes me to roots home screen and everything functions as normal. I can logout and repeat, I have to refresh once to get in. If I try to login as an AD user, I get this error: Can't call method Disabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. I have drilled over my RT_SiteConfig.pm and compared it to the ones posted on the lists. I turned on logging to file and it didn't generate anything I could see that was related. I checked file permissions on the files listed below and they are OK. Thanks in advance for all the great help. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Monday, October 27, 2008 2:55 AM To: Michael Mollard; RT Users Subject: Re: [rt-users] Ldap Authentication setup question Michael Mollard wrote: Mike, Let me know when you're up and about again. I've installed RT::Authen::ExternalAuth v.06_2 and now just logging in as local root generates this error. RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth line 73) This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. File permissions perhaps? ___ 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] Stale data in CachedGroupMembers
On Mon, Oct 27, 2008 at 08:39:59PM +0300, Ruslan Zakirov wrote: New reimplementation of rt-validator landed in the repository and will be shipped with RT 3.8.2. It can resurrect CachedGroupMembers table from information in other tables. Is it safe to run this new rt-validator in resolve mode on an older RT database? In particular we have a version 3.4.2 database that has many inconsistencies according to rt-validator. Or would it be better to upgrade RT first? thanks, Dave -- ** Dave Holland ** Systems Support -- Infrastructure Management ** ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK ** It is often easier to not do something dumb than it is to do something smart. -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ 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't revoke superuser right for everyone on RT 3.8.1
Are any users explicitly granted SuperUser rights? If not, the system may reject the attempt to remove it from everyone as that would leave no SuperUsers. Tim Thomas wrote: Hmm, I have tried this with 2 log-ins including root (see attached) and no luck. Any other suggestions, or thoughts on manually revoking this in the DB? Thanks, Tim On Oct 28, 2008, at 12:43 PM, Ruslan Zakirov wrote: Just made a test: granted everyone with SuperUser, then revoked it and everything went fine. I do believe that RT can refuse such operation if user has no personal SuperUser right when you're revoking global. On Tue, Oct 28, 2008 at 5:11 PM, Tim Thomas [EMAIL PROTECTED] wrote: We are refining our security needs now as we expand, and want to revoke the global superuser right for the group everyone, but RT refuses to revoke that right. I am logged in as root, and are using RT 3.8.1. Any suggestions short of going into the database to change this directly? Thanks, Tim ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] Stalled tickets on RT At A Glance
Hi all, Is it possible to put my stalled tickets on "RT At A Glance" view? I mean, where is showed the "10 highest priority tickets I own" I want to show the stalled tickets that I own. Is it possible? Reginaldo L. Russinholi Developer Sys. Admin. IRapida Telecom ___ 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-crontool errors with rt3.8.1 using RT::Search::FromSQL
Upgraded from RT 3.6.x to 3.8.1 the other day. The upgrade was actually a clean install of RT, and the necessary db changes. I use rt-crontool to do a few things like un-stall tickets using TicketSQL. Here's an example: /usr/local/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg \ Status = 'resolved' \ AND Queue = 'Incoming' \ AND Owner != 'Nobody' \ --action RT::Action::AutoOpen \ --verbose When either runs, they fail with: Wed Oct 29 12:24:48 2008] [crit]: Can't call method Message on an undefined value at /usr/local/lib/rt38/RT/Action/AutoOpen.pm line 77. (/usr/local/lib/rt38/RT.pm:377) Can't call method Message on an undefined value at /usr/local/lib/rt38/RT/Action/AutoOpen.pm line 77. 28776: Processing without transaction, some conditions and actions may fail. Consider using --transaction argumentCondition matches This user appears to have the same issue: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052865.html Doing what it suggestes, which is adding --transaction to my run seems to work. However, I don't understand its description: --transaction - Specify if you want to use either 'first', 'last' or 'all' transactions If I chose 'last' would this mean that my TicketSQL statement would only look at the last (meaning most recent?) transaction for a ticket and act on it? --falz ___ 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] Stale data in CachedGroupMembers
I made a few tests on 3.6 and think it's possible to use it with 3.6, but I am not 100% sure it will work with 3.4. On Wed, Oct 29, 2008 at 1:14 PM, Dave Holland [EMAIL PROTECTED] wrote: On Mon, Oct 27, 2008 at 08:39:59PM +0300, Ruslan Zakirov wrote: New reimplementation of rt-validator landed in the repository and will be shipped with RT 3.8.2. It can resurrect CachedGroupMembers table from information in other tables. Is it safe to run this new rt-validator in resolve mode on an older RT database? In particular we have a version 3.4.2 database that has many inconsistencies according to rt-validator. Or would it be better to upgrade RT first? thanks, Dave -- ** Dave Holland ** Systems Support -- Infrastructure Management ** ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK ** It is often easier to not do something dumb than it is to do something smart. -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -- 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] Can't revoke superuser right for everyone on RT 3.8.1
Yes, my user and root both have global superuser rights granted. On Oct 29, 2008, at 8:35 AM, Drew Barnes wrote: Are any users explicitly granted SuperUser rights? If not, the system may reject the attempt to remove it from everyone as that would leave no SuperUsers. Tim Thomas wrote: Hmm, I have tried this with 2 log-ins including root (see attached) and no luck. Any other suggestions, or thoughts on manually revoking this in the DB? Thanks, Tim On Oct 28, 2008, at 12:43 PM, Ruslan Zakirov wrote: Just made a test: granted everyone with SuperUser, then revoked it and everything went fine. I do believe that RT can refuse such operation if user has no personal SuperUser right when you're revoking global. On Tue, Oct 28, 2008 at 5:11 PM, Tim Thomas [EMAIL PROTECTED] wrote: We are refining our security needs now as we expand, and want to revoke the global superuser right for the group everyone, but RT refuses to revoke that right. I am logged in as root, and are using RT 3.8.1. Any suggestions short of going into the database to change this directly? Thanks, Tim ___ 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] Modify Rows per Box settings for all users
Hi, I have search through the archive and cannot seem to find an answer for how to set a default rows per box setting to all users I want to set it to 50 and not the default of 10. I know you can do this individually for each user in the Customise RT at a Glance section, however I have not given my users the ModifySelf right and don't want to have to give them this right so they can do this. Is there anyway to set the rows per box setting globally? Thanks Dave ___ 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] forcibly incrementing ticket numbers once to start out
i know i've seen this, but i can't find it anywhere... i just want to increment my ticket numbers up to #1000 or something to start off at a higher number (just to look more normal/professional than giving out your ticket is #3 or something)... there must be an easy way to just up the number.. i haven't created ANY tickets at all yet... so i guess i would want my first one to be #1000. thanks all! 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
Re: [rt-users] RT 3.8.1 and iCal
On Tue 28.Oct'08 at 14:30:46 -0700, Hossein Rafighi wrote: Hi all, I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to a resource where I can read and understand how the new iCal feature works on 3.8.1? There's a link on all ticket search results. You can subscribe to the due dates of any tasklist as an ical feed by copy-pasting that link into your calendar app. For example, I have all our customer project due dates show up in my google calendar ;) Best, Jesse Many thanks in advance, Hossein -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.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 -- pgp4B1DdIfi5H.pgp Description: PGP signature ___ 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] forcibly incrementing ticket numbers once to start out
On Wed, Oct 29, 2008 at 11:25:39AM -0400, Gabriel Cadieux wrote: i just want to increment my ticket numbers up to #1000 or something to start off at a higher number (just to look more normal/professional than giving out your ticket is #3 or something)... ALTER TABLE Tickets AUTO_INCREMENT = 1000 hdp. ___ 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 3.8.1 and iCal
On Tue 28.Oct'08 at 14:30:46 -0700, Hossein Rafighi wrote: Hi all, I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to a resource where I can read and understand how the new iCal feature works on 3.8.1? There's a link on all ticket search results. You can subscribe to the due dates of any tasklist as an ical feed by copy-pasting that link into your calendar app. See also the RTx::Calendar for more iCal * general calendaring) fun. For example, I have all our customer project due dates show up in my google calendar ;) How do you do that? I assume you're not running under RT under SSL then? Our RT is over SSL, and google calendar refuses to add an RT iCal feed... -- Cambridge Energy Alliance: Save money the planet ___ 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] forcibly incrementing ticket numbers once tostart out
many thanks :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Hans Dieter Pearcey Sent: Wednesday, October 29, 2008 12:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] forcibly incrementing ticket numbers once tostart out On Wed, Oct 29, 2008 at 11:25:39AM -0400, Gabriel Cadieux wrote: i just want to increment my ticket numbers up to #1000 or something to start off at a higher number (just to look more normal/professional than giving out your ticket is #3 or something)... ALTER TABLE Tickets AUTO_INCREMENT = 1000 hdp. ___ 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] easy way to display complete ticket history via RT CLI shell
hey all, using RT 3.6.7.. i'm creating a shell script that will be called by an php page where an employee here can enter a service work order ticket number and then the script will use the RT shell to generate a nicer, customer-friendly version of the ticket, adding certain things (like a place for the custy to sign and date on reception), also ommiting certain unnecessary information, and formatting it to be printable, and more importantly, more presentable ro the customer than printing out an RT ticket straight from a browser. now, i can manage to do a basic query on a ticket given the number... 'show ticket/number' let's say.. but that doesn't show me the ticket history. 'show ticket/number/history' is great, but the CONTENT (or so-called 'attachments') isn't displayed, and it also doesn't TELL me if any of these items have attachments in them so that i can in turn query them using the 'show ticket/number/attachments/atch_number/content'... i'm very confused as to how useful this can possibly be to me at this point.. i'm starting to wonder if it will even be possible to make what i'm trying to do.. now, my question is: is there an easy way to get the rt shell (or anything else) spit out a list of the entire ticket history, WITH attachment content (such as a 'global summary of events') for a specific ticket, so that i can just slap that info onto the footer of my page and not have to break my head open trying to parse and process all this stuff manually? for example, i'd like to be able to issue a single command, and be given, just like in RT: # Wed Oct 29 12:32:40 2008 gabe - Ticket created Customer wants an eval for a firewall. # Wed Oct 29 12:32:57 2008 gabe - Status changed from 'new' to 'open' # Wed Oct 29 12:38:46 2008 gabe - Taken or whatever the ticket history is, in FULL.. the problem is, i could technically do all of this with a shitload of partsing via awk and whatnot or maybe in perl with some string stuff, but then i still couldn't associate ticket history entries with their appropriate 'attachments' (i.e. their content), which is what is most important when there are notes in the tickets... please help, this is really important otherwise the whole point of using RT to create and manage our service work orders will go down the toilet... i need to be able to access the ticket info externally (preferably using the RT CLI shell since it already implements the ticketSQL stuff), and then make a nicey-looking printable HTML page out of it.. i will do the formatting and selection of what fields i want manually for the header of it (all the custy address info, status of work order, etc..), but i need the history in whole, so ppl can see what was done with the ticket. btw, we don't use RT emailing at ALL. i have completely disabled emailing anything to anyone, we're using this as a simple in-house ticket tracking solution. thanks so much in advance. -gabe ___ 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] assigning tickets
hi list, why is it that i can't seem to be able to assign tickets to other people, even when i own them? when i see the main ticket display, it shows my user as the owner, for example, after taking it... then in the People tab, only Nobody appears in the list of people to set the owner to.. i don't want to have to have the person i want the ticket assigned to to have to login and steal the ticket in order to have it assigned to them, i want to be able to force them to own it, like it should be... i can't do this as anyone.. not even root, or a user that has superuser priviledges... rt 3.6.7.. i don't get it :( -gabe ___ 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] easy way to display complete ticket history via RT CLIshell
forgot to add, i also need the date and time associated with each history event and its subsequent attachments :( i also can't find a way to correlate all this info into one big nice block of stuff i can include in my final output. thx! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Wednesday, October 29, 2008 12:58 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] easy way to display complete ticket history via RT CLIshell hey all, using RT 3.6.7.. i'm creating a shell script that will be called by an php page where an employee here can enter a service work order ticket number and then the script will use the RT shell to generate a nicer, customer-friendly version of the ticket, adding certain things (like a place for the custy to sign and date on reception), also ommiting certain unnecessary information, and formatting it to be printable, and more importantly, more presentable ro the customer than printing out an RT ticket straight from a browser. now, i can manage to do a basic query on a ticket given the number... 'show ticket/number' let's say.. but that doesn't show me the ticket history. 'show ticket/number/history' is great, but the CONTENT (or so-called 'attachments') isn't displayed, and it also doesn't TELL me if any of these items have attachments in them so that i can in turn query them using the 'show ticket/number/attachments/atch_number/content'... i'm very confused as to how useful this can possibly be to me at this point.. i'm starting to wonder if it will even be possible to make what i'm trying to do.. now, my question is: is there an easy way to get the rt shell (or anything else) spit out a list of the entire ticket history, WITH attachment content (such as a 'global summary of events') for a specific ticket, so that i can just slap that info onto the footer of my page and not have to break my head open trying to parse and process all this stuff manually? for example, i'd like to be able to issue a single command, and be given, just like in RT: # Wed Oct 29 12:32:40 2008 gabe - Ticket created Customer wants an eval for a firewall. # Wed Oct 29 12:32:57 2008 gabe - Status changed from 'new' to 'open' # Wed Oct 29 12:38:46 2008 gabe - Taken or whatever the ticket history is, in FULL.. the problem is, i could technically do all of this with a shitload of partsing via awk and whatnot or maybe in perl with some string stuff, but then i still couldn't associate ticket history entries with their appropriate 'attachments' (i.e. their content), which is what is most important when there are notes in the tickets... please help, this is really important otherwise the whole point of using RT to create and manage our service work orders will go down the toilet... i need to be able to access the ticket info externally (preferably using the RT CLI shell since it already implements the ticketSQL stuff), and then make a nicey-looking printable HTML page out of it.. i will do the formatting and selection of what fields i want manually for the header of it (all the custy address info, status of work order, etc..), but i need the history in whole, so ppl can see what was done with the ticket. btw, we don't use RT emailing at ALL. i have completely disabled emailing anything to anyone, we're using this as a simple in-house ticket tracking solution. thanks so much in advance. -gabe ___ 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] easy way to display complete ticket history via RT CLIshell
Have you tried reading the source? share/html/Ticket/Elements/ShowHistory seems like a good place to start inspecting how the WebUI does it. -- Cambridge Energy Alliance: Save money the planet ___ 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] No permission to create tickets in the queue
Dear all,
I understand that Ticket_Overlay.pm sets the error message when the
requester has no right to create tickets. I was wondering if there is a
way to customize this message as our users find it grumpy... We can
modify Ticket_Overlay.pm but I would like to know if we can put
something in a custom template or script to accomplish the same thing.
Any comments or suggestions are greatly appreciated.
#Now that we have a queue, Check the ACLS
unless (
$self-CurrentUser-HasRight(
Right = 'CreateTicket',
Object = $QueueObj
)
)
{
return (
0, 0,
$self-loc( No permission to create tickets in the queue
'[_1]', $QueueObj-Name));
}
Thanks,
Alan
___
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[rt-users] [Patch] Default to Reply when resolving tickets
Hi all,
if you want your RT to default to Reply instead of Comment when
you Resolve a ticket, this patch is for you. Of course, using
the overlay directory is better than simply patching the sources.
If anyone tells me how to access RT_SiteConfig parameters
from within Tabs, I will make a proper patch which can then be
applied to RT trunk. :)
Richard
--- share/html/Ticket/Elements/Tabs 2008-09-01 18:56:02.0 +0200
+++ local/html/Ticket/Elements/Tabs 2008-10-29 15:18:11.0 +0100
@@ -177,7 +177,7 @@
if ( $Ticket-Status ne 'resolved' ) {
$actions-{'G'} = {
path =
-Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=
+Ticket/Update.html?Action=RespondDefaultStatus=resolvedid=
. $id,
title = loc('Resolve')
};
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Re: [rt-users] RT 3.8.1 and iCal
On Oct 29, 2008, at 12:19 PM, Jerrad Pierce wrote: For example, I have all our customer project due dates show up in my google calendar ;) How do you do that? I assume you're not running under RT under SSL then? Our RT is over SSL, and google calendar refuses to add an RT iCal feed... I have all my RT Due dates showing up from an https:// link without problem. I've had iCal refuse an ssl link but not google calendar. -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
[rt-users] Merged Ticket Performance Degredation (still trying!)
Hi all, I posted about this problem a couple of weeks ago but unfortunately we're still seeing regular hangs and frankly I'm out of ideas. Here's the quick summary: We're using RT 3.6.1 and when loading merged tickets we see severe performance degredation, e.g. 100 - 300 seconds per ticket. After 30 seconds, Apache gives up on the FastCGI script and generates a 500. This problem has been documented and referenced in several posts, but I have been unable to find a resolution. The following from Jesse seems to be the most descriptive: Yep. it's not recursion. It's RT::Transaction::TicketObj which should be made smarter. Rather than loading a ticket by id, it should be loading by id _and_ effective id. I'd love a patch. Here's the full thread: http://www.gossamer-threads.com/lists/rt/users/72384. Mark Blackman suggested I update our Syslog configuration as follows (in RT_SiteConfig.pm): @LogToSyslogConf = ( socket = 'native' ) unless (@LogToSyslogConf); I did this but unfortunately we're seeing the same hangs. I also tried reducing the loglevel so the merged ticket messages aren't being stored at all but that didn't help either (though the log is growing much less quickly now!). Any suggestions would be much-appreciated. Thanks, Damon P.S. I checked the code for RT 3.8.1 and the TODO regarding merged ticket loads is still present so I'm assuming the performance issue is also still present. -- Damon T. Miller Director of Application Services Thinking Phone Networks [EMAIL PROTECTED] 617-649-1388 (Office) ___ 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] assigning tickets
Gabriel, This is accomplished using privileges and groups. You could also grant individual Users the right to own tickets in a queue, but that would be a maintenance nightmare. By default, RT will display on the Owner drop down any and all members of any group that has the OwnTicket right. If they have TakeTicket, along with SeeQueue, then they would be able to see tickets in a queue and TAKE any ticket that wasn't already owned. If they do NOT have OwnTicket for a queue, then granting the StealTicket would not work. They cannot steal something they are not allowed to own. So, to make this simple, find out what groups have rights to the queue in question, and make sure they have the appropriate rights AND make sure the user you want to own tickets is in one of those groups. Hope this helps. Kenn LBNL On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: hi list, why is it that i can't seem to be able to assign tickets to other people, even when i own them? when i see the main ticket display, it shows my user as the owner, for example, after taking it... then in the People tab, only Nobody appears in the list of people to set the owner to.. i don't want to have to have the person i want the ticket assigned to to have to login and steal the ticket in order to have it assigned to them, i want to be able to force them to own it, like it should be... i can't do this as anyone.. not even root, or a user that has superuser priviledges... rt 3.6.7.. i don't get it :( -gabe ___ 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] Add AdminCC on Owner Change
Andy, I'm a little confused.DO you want to add an AdminCc as a recipient of the notification or do you actually want to add this user as an AdminCC Watcher of the queue or just add them as an AdminCc for the ticket? Oh, by the way, you used as an example of a ticket being owned by x,y,z, or q. You do realise that a ticket can be owned by ONLY 1 usedID, right? Kenn LBNL On 10/29/2008 11:15 AM, Andy Jones wrote: Hi, gang. I've looked through the wiki and archives, but haven't seen this issue addressed. I'd like to be able to add a specific user as AdminCC when the owner of a ticket is changed to any of a range of users. For instance, if a ticket is owned by x, y, z, or q, add b as AdminCC. Does anyone else have that kind of setup? Anyone willing to share a little UserDefined code with me? :o) Thanks in advance! Andy Andy Jones User Support Manager 510.594.5016 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.1 and iCal
Thanks for the info. I did install RTx::Calendar from cpan, but the installation procedure put everything in /usr/share/rt3! Placing Set(@Plugins,(qw(RTx::Calendar))); in RT_SiteConfig is giving the following error: Can't locate RTx/Calendar.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3... Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 55, DATA line 273. Any Ideas? Hossein Jerrad Pierce wrote: On Tue 28.Oct'08 at 14:30:46 -0700, Hossein Rafighi wrote: Hi all, I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to a resource where I can read and understand how the new iCal feature works on 3.8.1? There's a link on all ticket search results. You can subscribe to the due dates of any tasklist as an ical feed by copy-pasting that link into your calendar app. See also the RTx::Calendar for more iCal * general calendaring) fun. For example, I have all our customer project due dates show up in my google calendar ;) How do you do that? I assume you're not running under RT under SSL then? Our RT is over SSL, and google calendar refuses to add an RT iCal feed... -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.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
Re: [rt-users] Add AdminCC on Owner Change
Heya, Kenn. Sorry if I wasn't clear. Logically, this is what I'd like: IF a ticket is owned by user x, y, z, or q, THEN user b is added as an AdminCC to the ticket. I'm not terribly concerned that the AdminCC gets notified about which of x, y, z, or q actually owns the ticket; moreso, I want to be sure the AdminCC is copied on all messages relating to that ticket going forward. Does that make sense? Thanks, Andy On Oct 29, 2008, at 1:30 PM, Kenneth Crocker wrote: Andy, I'm a little confused.DO you want to add an AdminCc as a recipient of the notification or do you actually want to add this user as an AdminCC Watcher of the queue or just add them as an AdminCc for the ticket? Oh, by the way, you used as an example of a ticket being owned by x,y,z, or q. You do realise that a ticket can be owned by ONLY 1 usedID, right? Kenn LBNL On 10/29/2008 11:15 AM, Andy Jones wrote: Hi, gang. I've looked through the wiki and archives, but haven't seen this issue addressed. I'd like to be able to add a specific user as AdminCC when the owner of a ticket is changed to any of a range of users. For instance, if a ticket is owned by x, y, z, or q, add b as AdminCC. Does anyone else have that kind of setup? Anyone willing to share a little UserDefined code with me? :o) Thanks in advance! Andy Andy Jones User Support Manager 510.594.5016 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Andy Jones User Support Manager 510.594.5016 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Add AdminCC on Owner Change
On Wed, Oct 29, 2008 at 16:30, Kenneth Crocker [EMAIL PROTECTED] wrote: Andy, I'm a little confused.DO you want to add an AdminCc as a recipient of the notification or do you actually want to add this user as an AdminCC Watcher of the queue or just add them as an AdminCc for the ticket? Oh, by the way, you used as an example of a ticket being owned by x,y,z, or q. You do realise that a ticket can be owned by ONLY 1 usedID, right? He means any of. It sounds like Andy wants to have RT add an indivdual's manager as an AdminCC to to watcher to whatever tickets that individual processes. (But different workers in the same department could have different managers). I suspect that hijacking RT's groups would be the way to go about this. -- Cambridge Energy Alliance: Save money the planet ___ 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
