[rt-users] trungthang

[Nguyễn Trung Thắng]

test

Trân trọng.



NGUYEN TRUNG THANG

TELECOM DEPT.



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T: +844.274  (ext 848)

M: +84 936 812 338

Y: trungthangvn2004

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[rt-users] help me ! trungthangvn2004

[Nguyễn Trung Thắng]

help me ! trungthangvn2004 : i don't haven't

Trân trọng.



NGUYEN TRUNG THANG

TELECOM DEPT.



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Re: [rt-users] Trouble with API

[Jason A. Smith]

Hi Kenn,

We have a script that sometimes creates tickets in RT using the perl
API, by doing something like:


# If we have an RT user's name or email address:
#  - Of course this user must have 'CreateTicket' rights.
my $CurrentUser = RT::CurrentUser->new;
$CurrentUser->LoadByName('RTName');  # Or use: LoadByEmail('EmailAddr');

# Otherwise we just have the ticket created by the RT system User:
my $UserObj = RT::User->new($RT::SystemUser);
my $CurrentUser = $UserObj->CurrentUser;

# First create a MIME Object to put the ticket text into:
my $MIMEObj = MIME::Entity->build(From=> 'from',
  Subject => 'subject',
  Data=> 'message text',
 );

# Then create the ticket, where the %ARGS hash contains all the ticket
# data, like: Queue, Owner, Requestor, Subject & MIMEObj:
my $Ticket = RT::Ticket->new($CurrentUser);
my ($Id, $Transaction, $ErrStr) = $Ticket->Create(%ARGS);

# To make extra replies or comments to the ticket, just do things like:
$Ticket->Correspond(MIMEObj => $MIMEObj);
$Ticket->Comment(MIMEObj => $MIMEObj);


~Jason


On Thu, 2008-11-20 at 14:56 -0800, Kenneth Crocker wrote:
> To All,
> 
> 
>   We are trying to run perl program using API. It won't let us create any 
> tickets. We keep getting an error saying we don't have privileges to 
> create tickets in the queue we are trying this on.
>   First question, when using API, what user are we signed in on? 
> RT_System? If so, how do we get that user privileges for creating 
> tickets in a queue? Can we access that User? We can't seem to find any 
> documentation on this part. Thanks in advance for your help.
> 
> 
> P.S. Hopefully, when we get this running, we'll have a conversion 
> program to share that will allow you to read a legacy DB and write your 
> records into RT.
> 
> 
> Kenn
> LBNL
> 
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Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8?

[Kevin Murphy]

Thanks Brian,

I did run 'cpan > install Net::LDAP' after seeing that error and I
thought it installed... but I just learned how to use 'instmodsh' to
list all the perl modules, saw it wasn't there, and ran the install
again... where I saw it failed on 'make' do to an additional module I
chose 'yes' to when I should have chosen 'no'. I closed the cpan
session, reopened it and ran the install Net::LDAP again, chose 'no' and
it installed this time.  And, now the server is running again with
'Set(@Plugins, (qw(RT::Authen::ExternalAuth)));' added on
RT_SiteConfig.PL file.

Thanks!

Kevin

-Original Message-
From: Brian Friday [mailto:[EMAIL PROTECTED] 
Sent: Thursday, November 20, 2008 3:18 PM
To: Kevin Murphy
Cc: RT Users
Subject: Re: [rt-users] ExternalAuth installation problems and can
Authenticating RT against Active Directory be done with version 3.8?


It appears Kevin that you do not have Net::LDAP installed based on  
your error messages below.

Make sure you have installed the Net::LDAP modules and any others that  
it needs and you should
get further.

- Brian

On Nov 20, 2008, at 1:38 PM, Kevin Murphy wrote:

> Thanks Mike,
>
> I did follow as per instructions with 'perl Makefile.PL', 'make', and
> 'make install'. I just reported here up until my first error as I
> assumed the next error was related to the first reported.  Anyway, I
> continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set(
> @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file.
> After that, if I attempt to restart Apache, the server fails and the
> error logs report the following:
> Can't locate Net/LDAP.pm in @INC (@INC contains:
> /opt/rt3/bin/../local/lib
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib
> /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl . /etc/apache2) at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> /LDAP.pm line 2.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> /LDAP.pm line 2.\nCompilation failed in require at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> .pm line 28.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/ 
> RT.pm
> line 624.\nCompilation failed in require at (eval 2) line 1.\n
>
> Thanks again

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Re: [rt-users] ExternalAuth installation problems and canAuthenticating RT against Active Directory be done with version 3.8?

[Robert Munsch]

Maybe this is a dumb idea, but... you might want to DL the 3.8.1 source,
unzip/untar it, and in the build dir do a 

# make testdeps

Even if you're not building from source, this should give you a nice
report on what perl modules you're missing or are below the required
version.


Rob Munsch
IT Administrator
http://www.PhillyCarShare.org
Our wheels.  Your freedom.
215-730-0988 x138

> -Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Brian Friday
> Sent: Thursday, November 20, 2008 6:18 PM
> To: Kevin Murphy
> Cc: RT Users
> Subject: Re: [rt-users] ExternalAuth installation problems and
> canAuthenticating RT against Active Directory be done with version
3.8?
> 
> 
> It appears Kevin that you do not have Net::LDAP installed based on
> your error messages below.
> 
> Make sure you have installed the Net::LDAP modules and any others that
> it needs and you should
> get further.
> 
> - Brian
> 
> On Nov 20, 2008, at 1:38 PM, Kevin Murphy wrote:
> 
> > Thanks Mike,
> >
> > I did follow as per instructions with 'perl Makefile.PL', 'make',
and
> > 'make install'. I just reported here up until my first error as I
> > assumed the next error was related to the first reported.  Anyway, I
> > continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding
'Set(
> > @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file.
> > After that, if I attempt to restart Apache, the server fails and the
> > error logs report the following:
> > Can't locate Net/LDAP.pm in @INC (@INC contains:
> > /opt/rt3/bin/../local/lib
> > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
/opt/rt3/bin/../lib
> > /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
> > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8
/usr/share/perl/5.8
> > /usr/local/lib/site_perl . /etc/apache2) at
> > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/
> > ExternalAuth
> > /LDAP.pm line 2.\nBEGIN failed--compilation aborted at
> > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/
> > ExternalAuth
> > /LDAP.pm line 2.\nCompilation failed in require at
> > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/
> > ExternalAuth
> > .pm line 28.\nBEGIN failed--compilation aborted at
> > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/
> > ExternalAuth
> > .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/
> > RT.pm
> > line 624.\nCompilation failed in require at (eval 2) line 1.\n
> >
> > Thanks again
> 
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[rt-users] Bookmarks bug? Editable query?

[Jerrad Pierce]

Has anyone managed to edit the bookmarks query? I just want to make
the star the first column,
but am running into problems in 3.8.1. If one clicks the nodelet
title, and then edit search,
the Query is hard-coded to the ids of one's bookmarks, but the Format
is populated as one would
expect. If one tries to edit the predefined search as root, the query
is set to the magic string:

__Bookmarks__

Which results in the error message:
  Incomplete query, last element (KEYWORD) is not CLOSE_PAREN or VALUE
in '__Bookmarks__'

The same error is returned if one tries to paste in and submit a
modified format...

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Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8?

[Brian Friday]

It appears Kevin that you do not have Net::LDAP installed based on  
your error messages below.

Make sure you have installed the Net::LDAP modules and any others that  
it needs and you should
get further.

- Brian

On Nov 20, 2008, at 1:38 PM, Kevin Murphy wrote:

> Thanks Mike,
>
> I did follow as per instructions with 'perl Makefile.PL', 'make', and
> 'make install'. I just reported here up until my first error as I
> assumed the next error was related to the first reported.  Anyway, I
> continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set(
> @Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file.
> After that, if I attempt to restart Apache, the server fails and the
> error logs report the following:
> Can't locate Net/LDAP.pm in @INC (@INC contains:
> /opt/rt3/bin/../local/lib
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib
> /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl . /etc/apache2) at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> /LDAP.pm line 2.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> /LDAP.pm line 2.\nCompilation failed in require at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> .pm line 28.\nBEGIN failed--compilation aborted at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth
> .pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/ 
> RT.pm
> line 624.\nCompilation failed in require at (eval 2) line 1.\n
>
> Thanks again

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[rt-users] Trouble with API

[Kenneth Crocker]

To All,


We are trying to run perl program using API. It won't let us create any 
tickets. We keep getting an error saying we don't have privileges to 
create tickets in the queue we are trying this on.
First question, when using API, what user are we signed in on? 
RT_System? If so, how do we get that user privileges for creating 
tickets in a queue? Can we access that User? We can't seem to find any 
documentation on this part. Thanks in advance for your help.


P.S. Hopefully, when we get this running, we'll have a conversion 
program to share that will allow you to read a legacy DB and write your 
records into RT.


Kenn
LBNL

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Re: [rt-users] Bad AD or is it my config?

[Robert Munsch]

Trying to simulate this via ldapsearch but can't figure it out.  All the
docs I see say that 'userpassword is only accepted for auth, and
unicodepwd is not readable by ldap.'  I was hoping to run an ldapsearch
to retrieve a given user's password to see where this is breaking, but
I'm not sure how.

 

I'm binding ok and can run all sorts of searches, but nothing that will
list or show me passwords.  How does RT do it..?  My perl-fu is weak
:-(.

 

Thanks,

 

Rob

 

Subject: [rt-users] Bad AD or is it my config?

 

Ok, narrowing this down.

 

Have a user "rtbind" with the creative password "tickets."  Running
ldapsearch from the command line with this user's credentials gets me
results as expected.

 

Logging in to the web interface using this same user and password gets
me

 

[Thu Nov 20 18:13:23 2008] [debug]: $pass defined (tickets), Running
IsPassword
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu
th/autohandler/Auth:69)

[Thu Nov 20 18:13:23 2008] [debug]: Password Incorrect
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu
th/autohandler/Auth:74)

[Thu Nov 20 18:13:23 2008] [error]: FAILED LOGIN for rtbind from
192.168.1.34 (/opt/rt3/share/html/autohandler:265)

 

So now I'm *really* confused.  It's finding the rtbind user in AD and
accepting that (I tested by entering a bogus user (literally), and I see
the expected 

[debug]: User Check Failed :: ( AD_LDAP ) bogus User not
found

 So the user lookup is okay).

 

Just for laughs, I made rtbind a domain admin.  I assumed that would
remove permission to check passwords in AD as a factor.  Was I wrong, or
is there still something dumb in my config somewhere?

 

I've been using Softerra's LDAP Browser (freeware) to check structure.
I'm not sure what I'm missing at this point :-(.

 

 



Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x138

 

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Re: [rt-users] User Stats in a Queue??

[Erik Peterson]

Hi Matt,

I have done this by modifying the quick summary box.  You can see the
results and grab my files at:

http://elementalmarkup.com/ramblings/rt-owner-summary

Unfortunately, I have no idea if this will work in all settings...  A while
ago, one other RT-User subscriber tried to use the files and was not
ultimately successful, but they do work on my setup.  Right now I¹m running
3.6.6, but if memory serves me correctly, I was able to install it on a test
version of 3.8 as well.

I¹d also be glad to describe what it is that I did that might help.

_Erik 


On 11/20/08 12:19 PM, "matt wells" <[EMAIL PROTECTED]> wrote:

> We have a helpdesk that's going to giving out tickets to our Engineers.  They
> are looking for a way to have pretty much the quick search box but instead of
> queues it would have the Engineering staff.  That way they can easily see that
> I have 876 tickets and can't take anymore.
> Has anyone formed a query that'll do that
> 
> 
> 
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[rt-users] auto add users

[Jonathan Hansen]

I am trying to set up RT such that it auto ads ldap users to a group  
and makes them privileged but ONLY ldap users, everyone else stays  
default unprivileged.

Is there an easy way to do this?

Thanks,

Jonathan
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Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8?

[Kevin Murphy]

Thanks Mike,

I did follow as per instructions with 'perl Makefile.PL', 'make', and
'make install'. I just reported here up until my first error as I
assumed the next error was related to the first reported.  Anyway, I
continued on to edit the /opt/rt3/etc/RT_SiteConfig.pm by adding 'Set(
@Plugins, qw(RT::Authen::ExternalAuth) );' as per the readme file.
After that, if I attempt to restart Apache, the server fails and the
error logs report the following:
Can't locate Net/LDAP.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib
/etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl . /etc/apache2) at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
/LDAP.pm line 2.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
/LDAP.pm line 2.\nCompilation failed in require at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
.pm line 28.\nBEGIN failed--compilation aborted at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
.pm line 28.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm
line 624.\nCompilation failed in require at (eval 2) line 1.\n

Thanks again


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Thursday, November 20, 2008 12:38 AM
To: Kevin Murphy
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth installation problems and can
Authenticating RT against Active Directory be done with version 3.8?

Kevin Murphy wrote:
> Hi RT List,
> 
>  I attempted installing with CPAN, but that resulted in:
> 
>  
> 
> Warning: Cannot install RT::Authen::ExternalAuth, don't know what it
is.
> 
> Try the command
> 
> i /RT::Authen::ExternalAuth/
> 
> to find objects with matching identifiers.
>

I don't know why this would be. But manual installation is just as good 
so it doesn't matter much.


>  
> 
> So, I followed the manual install instructions, but when I run
> 
> Perl Makefile.PL
> 
> The response is
> 
> Cannot determine perl version info from 
> lib/RT/Authen/ExternalAuth.pm
> Cannot determine author info from lib/RT/Authen/ExternalAuth.pm
> Cannot determine license info from lib/RT/Authen/ExternalAuth.pm
> Using RT configuration from /opt/rt3/lib/RT.pm:
> ./etc   => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc
> ./html  => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html
> ./lib   => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
> Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm
> Writing Makefile for RT::Authen::ExternalAuth

I don't know what's causing the "cannot determine" warnings, I guess I 
just haven't yet accounted for a newer version.

> 
> Can anyone inform me of what I am doing wrong here?

Nothing, you just stopped too early. Once you've done `perl Makefile.PL`

you need to do `make` and `make install`.
--
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__

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Re: [rt-users] User Stats in a Queue??

[Jerrad Pierce]

You might try starting here: http://wiki.bestpractical.com/view/DailyStat
Either just using the email report, or figuring out how to adapt the query
for use in an Advanced Search to create a dashboard as per Helmuth.

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[rt-users] Round robin of tickets possible? Also hardware specifications.

[James Hendrickson]

I recently purchased RT essentials (the O'reilly book) and read through
it. I intend to migrate the company I just started at away from Remedy,
and Kana to RT.

Currently we use kana for email support and this will be the first part
of the migration, foot in the door so to speak.

 The way I would like the new installation to work:

 Emails sent to [EMAIL PROTECTED] would be filtered via keywords
into separate queues if no match is made it will go into a general
queue.

Emails matched by keyword go into technicians mail queues in a fashion
to help balance workload (first email in goes to technician ones queue,
email two commensurately goes to technician number 2, kind of a round
robin so the work load is shared equally) is this something that I will
have to create via scrip? 


We process around 800 emails a day and would like to have room to expand
up to double that, as well as around 1500 tickets per day between 60
employees what should I spec out for hardware? 2.6ghz processor with 2
gigs of ram should handle the load from the back of napkin math I have
done, please correct me if I am wrong. 

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[rt-users] Bad AD or is it my config?

[Robert Munsch]

Ok, narrowing this down.

 

Have a user "rtbind" with the creative password "tickets."  Running
ldapsearch from the command line with this user's credentials gets me
results as expected.

 

Logging in to the web interface using this same user and password gets
me

 

[Thu Nov 20 18:13:23 2008] [debug]: $pass defined (tickets), Running
IsPassword
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu
th/autohandler/Auth:69)

[Thu Nov 20 18:13:23 2008] [debug]: Password Incorrect
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu
th/autohandler/Auth:74)

[Thu Nov 20 18:13:23 2008] [error]: FAILED LOGIN for rtbind from
192.168.1.34 (/opt/rt3/share/html/autohandler:265)

 

So now I'm *really* confused.  It's finding the rtbind user in AD and
accepting that (I tested by entering a bogus user (literally), and I see
the expected 

[debug]: User Check Failed :: ( AD_LDAP ) bogus User not
found

 So the user lookup is okay).

 

Just for laughs, I made rtbind a domain admin.  I assumed that would
remove permission to check passwords in AD as a factor.  Was I wrong, or
is there still something dumb in my config somewhere?

 

I've been using Softerra's LDAP Browser (freeware) to check structure.
I'm not sure what I'm missing at this point :-(.

 

 



Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x138

 

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Re: [rt-users] tickets replied to or created via email taking long time to be created

[Joe Charbonneau]

Have just run a test and it seems like it is taking longer for a reply
to ticket to go through than it does for an initial create it took a
minute for the create and 10 minutes for reply

-Original Message-
From: Asif Iqbal [mailto:[EMAIL PROTECTED] 
Sent: Thursday, November 20, 2008 12:31 PM
To: Joe Charbonneau
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] tickets replied to or created via email taking
long time to be created

Run it in debug mode, like the following as an example. That may
reveal the problem.

echo this is a test ticket | /opt/rt3/bin/rt-mailgate --queue help
--action correspond --url https://ticket.company.net --debug


On Thu, Nov 20, 2008 at 12:24 PM, jacharbonneau
<[EMAIL PROTECTED]> wrote:
>
> I have been noticing when replying or creating a ticket via email is
taking
> anywhere from 10 to 15 mins to get through and post into rt and send
the
> corresponding email out. I have the fetchmail daemon set to poll
every15
> secs set daemon 15 so i am not sure where to go from here with this.
The
> server that the RT instance is on is a vm server the os is freebsd and
> space is starting to get limited I am not sure if this has anything to
do
> with the lag in posting on rt problem but thought i would put that in.
Is
> there another file that i can look at besides fetchmailrc to try and
get the
> posting and emails to go through faster?
> --
> View this message in context:
http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-lon
g-time-to-be-created-tp20606154p20606154.html
> Sent from the Request Tracker - User mailing list archive at
Nabble.com.
>
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>
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> Commercial support: [EMAIL PROTECTED]
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-- 
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Re: [rt-users] tickets replied to or created via email taking long time to be created

[Asif Iqbal]

Run it in debug mode, like the following as an example. That may
reveal the problem.

echo this is a test ticket | /opt/rt3/bin/rt-mailgate --queue help
--action correspond --url https://ticket.company.net --debug


On Thu, Nov 20, 2008 at 12:24 PM, jacharbonneau <[EMAIL PROTECTED]> wrote:
>
> I have been noticing when replying or creating a ticket via email is taking
> anywhere from 10 to 15 mins to get through and post into rt and send the
> corresponding email out. I have the fetchmail daemon set to poll every15
> secs set daemon 15 so i am not sure where to go from here with this. The
> server that the RT instance is on is a vm server the os is freebsd and
> space is starting to get limited I am not sure if this has anything to do
> with the lag in posting on rt problem but thought i would put that in. Is
> there another file that i can look at besides fetchmailrc to try and get the
> posting and emails to go through faster?
> --
> View this message in context: 
> http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-long-time-to-be-created-tp20606154p20606154.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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>



-- 
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Re: [rt-users] User Stats in a Queue??

[Helmuth Ramirez]

I'm not sure how many engineers you have, but have you considered giving the 
Helpdesk dashboards for each Engineer?  That way they can click on your name 
and see all your tickets?



From: [EMAIL PROTECTED] on behalf of matt wells
Sent: Thu 11/20/2008 12:19 PM
To: rt-users
Subject: [rt-users] User Stats in a Queue??


We have a helpdesk that's going to giving out tickets to our Engineers.  They 
are looking for a way to have pretty much the quick search box but instead of 
queues it would have the Engineering staff.  That way they can easily see that 
I have 876 tickets and can't take anymore.  
Has anyone formed a query that'll do that


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[rt-users] tickets replied to or created via email taking long time to be created

[jacharbonneau]

I have been noticing when replying or creating a ticket via email is taking
anywhere from 10 to 15 mins to get through and post into rt and send the
corresponding email out. I have the fetchmail daemon set to poll every15
secs set daemon 15 so i am not sure where to go from here with this. The
server that the RT instance is on is a vm server the os is freebsd and 
space is starting to get limited I am not sure if this has anything to do
with the lag in posting on rt problem but thought i would put that in. Is
there another file that i can look at besides fetchmailrc to try and get the
posting and emails to go through faster?
-- 
View this message in context: 
http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-long-time-to-be-created-tp20606154p20606154.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Win2k Native AD mode

[Mike Peachey]

Robert Munsch wrote:
> Hello list,
> 
>  
> 
> I’ve been having Issues™ with my LDAP auth.  I’ve only just checked and
> my predecessor has the DC running at Win2k Native functionality… not Win2k3.
> 
> Would this affect ExternalAuth’s ability to do proper LDAP lookups
> against AD?
> 
>  
> 
> There’re no NT or Win2k machines anywhere on this network.  I’ve no idea
> why it’s set up like this.

1. It should have no effect, Win2k AD was as shoddy as Win2k3 at doing
LDAP. The interface from outside should be the same.

2. Upgrade the base functionality to 2003. It only takes a few clicks
and if you have no Win2k/NT machines it will make no difference to the
network, it will simple give you extra functionality that you can choose
to use or not.

-- 
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
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[rt-users] User Stats in a Queue??

[matt wells]

We have a helpdesk that's going to giving out tickets to our Engineers.
They are looking for a way to have pretty much the quick search box but
instead of queues it would have the Engineering staff.  That way they can
easily see that I have 876 tickets and can't take anymore.
Has anyone formed a query that'll do that
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[rt-users] Win2k Native AD mode

[Robert Munsch]

Hello list,

 

I've been having Issues(tm) with my LDAP auth.  I've only just checked
and my predecessor has the DC running at Win2k Native functionality...
not Win2k3.

Would this affect ExternalAuth's ability to do proper LDAP lookups
against AD?

 

There're no NT or Win2k machines anywhere on this network.  I've no idea
why it's set up like this.

 

Argh,

 

Rob

 



Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x138

 

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[rt-users] strange error when checking user rights for group

[John]

whenever i try to list the user rights under a group, RT churns for a bit 
and spits out this error:

RT::Group::Privileged Unimplemented in HTML::Mason::Commands. 
(/opt/rt3/share/html/Elements/ShowUserConcise line 52)


this is a 3.4.5 to 3.8.1 upgrade with mysql 5 and apache 2.2 using fcgid. 
both database upgrades have been applied.

[EMAIL PROTECTED]
SDF Public Access UNIX System - http://sdf.lonestar.org
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[rt-users] CC-type fields when creating and replying to a ticket

[Christian O. Knudsen]

We were formerly running RT 3.6.1 and are now running RT 3.8.1,
generally a good experience, but there is one small 'issue' I am
wondering about:

When creating a ticket the CC (and presumably AdminCC field too) accepts
a comma-delimited list of either email addresses or user login names,
even though the descriptive text (in both the rt-3.5 and web2 themes)
explains that it takes a comma delimited list of email addresses.
When replying to a ticket the two CC fields (CC and BCC) does not have a
descriptive text and so it is my assumption that they should work like
the CC and AdminCC fields during ticket creation, but these only take a
comma-delimited list of email addresses, not user login names, in RT
3.6.1 it was even assumed that anything entered here was an email
address, thus the system could attemt to send an email to something that
didn't even have an '@' in it, in RT 3.8.1 it seems that anything
without an '@' in it is discarded before constructing mails.

My question is this:
Is the above described desired behavior, and if it is shouldn't the
descriptive text of the fields be clearer as not to confuse end users?
-- 
Christian O. Knudsen <[EMAIL PROTECTED]>
ComX Networks
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Re: [rt-users] Upgrade RT

[Tim Cutts]

Thanks very much, Ruslan.

On 19 Nov 2008, at 2:30 pm, Ruslan Zakirov wrote:

> As you're on mysql 4.1.x and RT older than 3.8 then you should
> dump/load data using binary character set to avoid any data
> conversions.

OK, so that's:

mysqldump --default-character-set=binary ... > dump.sql

yes?

>
>>
>> 2)  Load that dump into a new MySQL 5.0 database on my new system
> using binary character set again to avoid conversion.

so when I run the SQL back through mysql, I should again do:

mysql --default-character-set=binary rtdb < dump.sql

>
>>
>> 3)  Apply the 3.4.2 -> 3.8.0 update
>>
>> 4)  Apply the MySQL 4.0->4.1 patch, if necessary (I'm now wondering
>> whether it is, or whether applying it is actually causing the  
>> problem)
> You must do it.

OK, good.

>
>>
>> 5)  Apply the 3.8.0 -> 3.8.1 update
>>

So, I've now done the above procedure again, using --default-character- 
set=binary, and I still seem to have the problem with corrupted  
attachments, so I'm still missing something.

I think the difficulty here is that I don't know at what stage in this  
process I'm doing the damage.

Tim


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Re: [rt-users] ExternalAuth installation problems and can Authenticating RT against Active Directory be done with version 3.8?

[Mike Peachey]

Kevin Murphy wrote:
> Hi RT List,
> 
>  I attempted installing with CPAN, but that resulted in:
> 
>  
> 
> Warning: Cannot install RT::Authen::ExternalAuth, don't know what it is.
> 
> Try the command
> 
> i /RT::Authen::ExternalAuth/
> 
> to find objects with matching identifiers.
>

I don't know why this would be. But manual installation is just as good 
so it doesn't matter much.


>  
> 
> So, I followed the manual install instructions, but when I run
> 
> Perl Makefile.PL
> 
> The response is
> 
> Cannot determine perl version info from 
> lib/RT/Authen/ExternalAuth.pm
> Cannot determine author info from lib/RT/Authen/ExternalAuth.pm
> Cannot determine license info from lib/RT/Authen/ExternalAuth.pm
> Using RT configuration from /opt/rt3/lib/RT.pm:
> ./etc   => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc
> ./html  => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html
> ./lib   => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
> Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm
> Writing Makefile for RT::Authen::ExternalAuth

I don't know what's causing the "cannot determine" warnings, I guess I 
just haven't yet accounted for a newer version.

> 
> Can anyone inform me of what I am doing wrong here?

Nothing, you just stopped too early. Once you've done `perl Makefile.PL` 
you need to do `make` and `make install`.
--
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
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