Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Hi Chanty, I shouldn't be doing this at the time of night it is currently... Disregard my ScriptAlias comment... and I have another question... Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit the server by IP. On Thu, Jul 2, 2009 at 11:51 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Chanty, First thing I notice is you have 2 slashes on your ScriptAlias line. And then the dumb question, as you didn't elaborate. You did reload the apache server after making the changes. What is the output in your error logs when you try to hit your RT server by name? What error does apache spit to the browser? Thanks, Bill G. On Thu, Jul 2, 2009 at 7:48 PM, ty chan chanty...@yahoo.com wrote: Hi Moseley, Here is my configuration on httpd.conf. VirtualHost 172.16.0.1:80 ServerName rt.abc.com DocumentRoot /opt/rt3/share/html ErrorLog /var/log/httpd/rt.abc.com_error CustomLog /var/log/httpd/rt.abc.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi /VirtualHost but it doesn't work for me. note: http://172.16.0.1/rt is working fine. would you please advise on this issue? regards, chanty -- *From:* jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com *To:* ty chan chanty...@yahoo.com *Cc:* rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com *Sent:* Thursday, July 2, 2009 8:43:42 PM *Subject:* Re: [rt-users] Reqest Tracker CentOS 5.3 setup Threre really isn't much difference in the Apache configuration if using a virtual host. Simply put the RT apache config in a virtual host stanza: VirtualHost _default_:80 ServerName somertserver.com RT config lines... /VirtualHost The above example would use the default IP of the server and listen on port 80. You could also add other lines so that RT has its own log file, etc. I believe there are several virtual host configuration examples in the wiki. James Moseley ty chan chanty...@yahoo. com To jmose...@corp.xanadoo.com, Grant 07/02/2009 02:11 Deters gdet...@usd250.org AMcc rt-users@lists.bestpractical.com, rt-users-boun...@lists.bestpractica l.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Moseley, You guid how to configure virtualhost on apache for RT also. best regards, chanty ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Inter-RT dependencies
Hi list, RT::URI *appears* to have all the bits to do external links - is anyone here doing any linking (eg. dependencies) between different RT instances or know if it works at all? Regards, Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Authen-ExternalAuth-0.08 , privileged user if in group otherwise unprivileged
Thu 02 Jul 2009 21:54:03 GMT Michael Ellis wrote: Hi, RT newbie here. I've got RT-Authen-ExternalAuth-0.08 set up and working against our eDirectory. What I'd like to do now, is have users created in RT as privileged if they are members of a specific group in the directory, and unprivileged if they exist but are not in the specific group. Not currently, you would have to make change to the code. Its LDAP group capability is currently limited to grant/deny access. Feel free to submit it as a feature request to rt.cpan.org, but I can't guarantee it will be done any time soon as my life is hectic at the moment, at work and at home. -- 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Search
Hi Everone, I want to do a search based on the following: Tickets resolved by userA and userB and userC where tickets status is resolved and ticket was created after 2009-06-01 I am able to search for one user at a time, if I do userA and UserB it searches tickets that are owned by userA and UserB Can someone help please? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt 3.8.2 / mail loop by out-of-office reply
hi, it's not for the first time we encounter a mail loop caused by an erroneous configuration of a user, and we receive hundreds of auto replies. rt does not recognize them as mail loop, thus we can only break it by blocking the sender's mail address. is there any other way to interrupt such loops? any hint would be greatly appreciated, regards Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Logging
Hello All I have already post one question about how I can trace my query or put show my queries in log generated by RT. Though I have made some changes which as suggested by Raed. But still I am not been able to log my query in rt.log . Can any one suggest me what I have been missing. I have already set Set($StatementLog,3); and restarted apache. But my changes are still not being reflected. And I m not been able to log my queries Please any one can help me out in this is highly appreciated Thanks Regards ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User/Group rights to see group members and user details
Nothing? No one? :) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] import ldap users in RT with RT::Authen::ExternalAuth
hi, yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the latest) with rt 3.8.4 and an openldap server. All according to the README and wiki instructions, thanks for the great extension. I was wondering if there is a way to import the users from the ldap server into the rt database before they log in. -- Groeten, J.Asenjo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Perhaps you didn't reload apache? With the script alias you have below, http://172.16.0.1/rt should not be working. Look at the apache error logs - that will give some clues as to what's going on. James Moseley ty chan chanty...@yahoo.com wrote: Hi Moseley, Here is my configuration on httpd.conf. VirtualHost 172.16.0.1:80 ServerName rt.abc.com DocumentRoot /opt/rt3/share/html ErrorLog /var/log/httpd/rt.abc.com_error CustomLog /var/log/httpd/rt.abc.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi /VirtualHost but it doesn't work for me. note: http://172.16.0.1/rt is working fine. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 500 Error
Hi Steven You internal server error is may be due to the Fastcgi script idle timeout . Because when your queries takes longer than the idle timeout. Fastcgi script gives up and reports and internal server error and logs in apache logs as incomplete header received from server as it has not got any response which it is waiting for. So try to increase your Fastcgi idle timeout and set it to double the current value you have and tell me what is the result Regards Varun Vyas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
Fri 03 Jul 2009 13:52:27 GMT Natxo Asenjo wrote: hi, yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the latest) with rt 3.8.4 and an openldap server. All according to the README and wiki instructions, thanks for the great extension. I was wondering if there is a way to import the users from the ldap server into the rt database before they log in. Visit the wiki and you shall find an rt-import-ldap (or is it rt-ldap-import) script. http://wiki.bestpractical.com -- 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Logging
Correct usage is Set($StatementLog,debug); or Set($StatementLog,error); You have to restart server. On Fri, Jul 3, 2009 at 4:20 PM, Varunvarun.v...@elitecore.com wrote: Hello All I have already post one question about how I can trace my query or put show my queries in log generated by RT. Though I have made some changes which as suggested by Raed. But still I am not been able to log my query in rt.log . Can any one suggest me what I have been missing. I have already set Set($StatementLog,3); and restarted apache. But my changes are still not being reflected. And I m not been able to log my queries Please any one can help me out in this is highly appreciated Thanks Regards ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User/Group rights to see group members and user details
Your question is foggy, cuz there is no user's group as user can be user member of many groups. It's not clear if people in support group should see something special or requestors should see something. It's not clear about which page you're talking. On Fri, Jul 3, 2009 at 4:49 PM, Boris Jordanovjorda...@brg.bg wrote: Nothing? No one? :) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt 3.8.2 / mail loop by out-of-office reply
Shot the user with a shotgun :) I think out of office reply creates a new ticket each time cuz subject has no ticket number. May be it's possible lower number of loops with some set of conditions on Autoreply to requestors on create scrip, for exampl: * matches I'm out of the office * small text * has reference to a mail, but subject is different * It's not a silver bullet, but may help in many cases. On Fri, Jul 3, 2009 at 3:50 PM, Bernhard Hansbauerbernhard.hansba...@greentube.com wrote: hi, it's not for the first time we encounter a mail loop caused by an erroneous configuration of a user, and we receive hundreds of auto replies. rt does not recognize them as mail loop, thus we can only break it by blocking the sender's mail address. is there any other way to interrupt such loops? any hint would be greatly appreciated, regards Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Locking up Custom Fields
Hello list!!! I have an RT 3.6.1 installation, and RT works fine for me. I was hopping someone could help me out on this one: I have a couple of Custom Fields that must be filled up on the ticket creation BUT after that, they MUST NOT be changed! In other words, these specific CF must become read-only, uneditable, locked, disabled or whatever (since it still shows up on the screen), only after creation. I've tried some javascripting but I'm not getting it. I know I can (as I already have done this) lock a given CF on the creation page, but not on the Modify or Jumbo pages. Hope to hear from you experts soon!! Thanks a lot! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Locking up Custom Fields
I don't know about JS or any other previous work on this. However, we thought about adding ModifyCustomFieldOnCreate right. If you write a patch, we can include it into the core. On Fri, Jul 3, 2009 at 6:32 PM, Mario Gomidemario.gom...@agricultura.gov.br wrote: Hello list!!! I have an RT 3.6.1 installation, and RT works fine for me. I was hopping someone could help me out on this one: I have a couple of Custom Fields that must be filled up on the ticket creation BUT after that, they MUST NOT be changed! In other words, these specific CF must become read-only, uneditable, locked, disabled or whatever (since it still shows up on the screen), only after creation. I've tried some javascripting but I'm not getting it. I know I can (as I already have done this) lock a given CF on the creation page, but not on the Modify or Jumbo pages. Hope to hear from you experts soon!! Thanks a lot! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] merge ticket on Resolve
Hi,
Thanks for the numerous response and I was able to have a scrip that merges
RECOVERY alerts from nagios with PROBLEM tickets.
I need help again for minor modifications.I prefer to merge PROBLEM open
tickets to the RECOVERY alert ID.
Here's how the scrip goes:
An alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT
will assigned ID 2912
A new alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT
will assigned new ID 2913.
A recovery alert, ** RECOVERY alert - TESTONLYE DC2/check_test is OK **. RT
will assigned #2915.
The scrip will merge
ticket 2915 into 2912
ticket 2912 into 2913
I prefer to merge 2912 and 2913 into 2915. So when I lookup tickets, it'll
be easier for us.
I've been playing around with the scrips but nothing came out right.
Need help. Thanks!
The working scrip is below.
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the IT queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) {
# This looks like a nagios recovery message
$problem_desc = $2;
$RT::Logger-debug(Found a recovery msg: $problem_desc);
} else {
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'IT');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
#$self-TicketObj-SetStatus( resolved );
1;
___
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Re: [rt-users] rt 3.8.2 / mail loop by out-of-office reply
On Fri, Jul 3, 2009 at 5:45 PM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: Shot the user with a shotgun :) I think out of office reply creates a new ticket each time cuz subject has no ticket number. May be it's possible lower number of loops with some set of conditions on Autoreply to requestors on create scrip, for exampl: * matches I'm out of the office * small text * has reference to a mail, but subject is different * It's not a silver bullet, but may help in many cases. On Fri, Jul 3, 2009 at 3:50 PM, Bernhard Hansbauerbernhard.hansba...@greentube.com wrote: hi, it's not for the first time we encounter a mail loop caused by an erroneous configuration of a user, and we receive hundreds of auto replies. rt does not recognize them as mail loop, thus we can only break it by blocking the sender's mail address. is there any other way to interrupt such loops? any hint would be greatly appreciated, IIRC, autoreplies should, as a standard, have X-Precedence: bulk set as one of the headers, but there may be some other strings in the headers that you can base a match on. You can then write a filter rule for your MTA such that if this header (or other string) is matched on the header and the destination (TO:, CC:, BCC) matches _any_ of your queue addresses on RT, then the mail is discarded, but with a copy to RT_ADMIN?? -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CustomField questions
On Thu, Jul 2, 2009 at 9:19 PM, Duncan Huttydhu...@ece.cmu.edu wrote: RT-3.8.4: 1) Can I specify a custom field that is merely a checkbox? RT-Extension-CustomField-Checkbox, on the cpan will be soon. Or fetch it from github. 2) Can I provide a default value for such a custom field? Or would I need to write a scrip to set value upon creation of the ticket? We did something like this in RTIR recently. You may want to take a look. I think it can be another extension. -- Duncan Hutty System Administrator, ECE Carnegie Mellon University Please use informative subject lines ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade only the DB schema
dmatton wrote, On 6/26/09 9:36 AM: Hello everybody, I've got RT 3.6.6 in production and I would like to upgrade only the DB schema to 3.8.4. Is it possible ? No. Of course it is *possible* in the most narrowly pedantic sense. You can make the schema changes without installing the new RT code, but what you end up with won't work. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] reply address from RT
testwreq wreq wrote, On 6/26/09 11:23 AM: I have the new install of RT. When a new ticket is created, we get a response from RT which has a reply-to field set as 'fds...@ ; can anyone tell where this setting is comming from? In the RT_SiteConfig file we have set the correspondAddress as follows. Set($CorrespondAddress, 'r...@cs.sunysb.edu' mailto:'r...@cs.sunysb.edu'); where and what should we change in order to fix 'fds...@.. to r...@... Below is the sample of email received from RT. fds...@www2 mailto:fds...@www2 should be rt@ cs.sunysb.edu mailto:r...@cs.sunysb.edu From: The default queue via RT [mailto:fds...@www2.cs.sunysb.edu mailto:fds...@www2.cs.sunysb.edu] Sent: Thursday, June 25, 2009 2:16 PM To: h...@cs.sunysb.edu mailto:h...@cs.sunysb.edu Subject: [CS_Department #9] AutoReply: whitelist request It appears that you either are using a pre-3.8 RT with RTx::BrandedQueues or 3.8.x and have set up a Subject Tag (CS-Department) and Reply Address for the default queue. Remove the Reply Address in the queue configuration, and you should get the default address (i.e. whatever RT_SiteConfig.pm sets) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT can't create user from a reply email - We're using LDAP...
Resending as no response yet... --- Original message --- Subject: RT can't create user from a reply email - We're using LDAP... From: Kevin Gagel ga...@cnc.bc.ca To: rt-users@lists.bestpractical.com Date: 25/06/2009 2:45 PM How do I get RT configured to allow a reply message to auto create the user? Currently I have the ldap configuration only allowing my department to login. But I'd like to have RT accept the reply from a user and have it append it to the appropriate record. As long as a reply is from one of us it does that but when we cc one of our users not in our department RT complains that it couldn't create the user and when a user replies to a RT email RT rejects the message and forwards it to the owner instead of adding it to the ticket. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM rights Question
Hi All, I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an unprivileged users does a search for an article s/he sees them, but when these articles are clicked on, they don't see the link for the content of any article. My privileged users don't have this problem! They can search and see the articles and links! I've set the group rights on global and class level in rtfm to: See Class, ShowArticle, and ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? Many thanks in advance, Hossein Rafighi -- _ _ _ _ _ _ _ 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
hi,
I found this:
http://www.cpan.org/modules/by-module/RT/RT-Extension-LDAPImport-0.06.tar.gz
and installed it according to the instructions in the README. My RT
installation is also vanilla 3.8.3, so everything is in /opt/rt3
The settings in RT_SiteConfig.pm are:
Set($LDAPHost,'host.domain.tld');
Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
Set($LDAPPassword, 'password');
Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
Set($LDAPFilter, 'cn = *');
Set($LDAPMapping, {Name = 'uid',
EmailAddress = 'mail',
RealName = 'cn',
WorkPhone= 'telephoneNumber',
Organization = 'departmentName'});
Set($LDAPGroupName,'Imported Users');
Set($LDAPUpdateUsers,1);
The first run wasn't very sucessful:
Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains:
/opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
./rtldapimport line 13.
I had to add this path to rtldapimport because it would not find a module:
### after: use lib qw(@RT_LIB_PATH@);
use lib qw(/opt/rt3/local/lib /opt/rt3/lib
/opt/rt3/local/plugins/RT-Extension-LDAPImport/lib);
After that it runs
host:/opt/rt3/local/plugins/RT-Extension-LDAPImport/bin# ./rtldapimport --debug
Starting import
connecting to host.domain.tld
binding as cn=user,dc=domain,dc=tld
searching with base = 'ou=users,dc=domain,dc=tld' filter = 'cn = *'
search found 0 users
No results found, no import
Finished import
But it is incorrect, there are 16 objects in that container:
$ ldapsearch -x -b ou=users,dc=domain,dc=tld -h host.domain.tld (cn=*) cn
(lots of output with user dn and cn)
# numResponses: 17
# numEntries: 16
Am I doing something wrong? maybe the ldap filter in RT_SiteConfig.pm?
--
Groeten,
J.Asenjo
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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
On 7/3/09 5:52 AM, Natxo Asenjo natxo.ase...@gmail.com wrote: hi, yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the latest) with rt 3.8.4 and an openldap server. All according to the README and wiki instructions, thanks for the great extension. I was wondering if there is a way to import the users from the ldap server into the rt database before they log in. -- Groeten, J.Asenjo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com I've successfully used RT::Extension::LDAPImport to bring users in, and then use RT::Authen::ExternalAuth for passwords. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
On 7/3/09 11:30 AM, Natxo Asenjo natxo.ase...@gmail.com wrote:
hi,
I found this:
http://www.cpan.org/modules/by-module/RT/RT-Extension-LDAPImport-0.06.tar.gz
and installed it according to the instructions in the README. My RT
installation is also vanilla 3.8.3, so everything is in /opt/rt3
The settings in RT_SiteConfig.pm are:
Set($LDAPHost,'host.domain.tld');
Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
Set($LDAPPassword, 'password');
Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
Set($LDAPFilter, 'cn = *');
Set($LDAPMapping, {Name = 'uid',
EmailAddress = 'mail',
RealName = 'cn',
WorkPhone= 'telephoneNumber',
Organization = 'departmentName'});
Set($LDAPGroupName,'Imported Users');
Set($LDAPUpdateUsers,1);
The first run wasn't very sucessful:
Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains:
/opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
./rtldapimport line 13.
I had to add this path to rtldapimport because it would not find a module:
### after: use lib qw(@RT_LIB_PATH@);
use lib qw(/opt/rt3/local/lib /opt/rt3/lib
/opt/rt3/local/plugins/RT-Extension-LDAPImport/lib);
After that it runs
host:/opt/rt3/local/plugins/RT-Extension-LDAPImport/bin# ./rtldapimport
--debug
Starting import
connecting to host.domain.tld
binding as cn=user,dc=domain,dc=tld
searching with base = 'ou=users,dc=domain,dc=tld' filter = 'cn = *'
search found 0 users
No results found, no import
Finished import
But it is incorrect, there are 16 objects in that container:
$ ldapsearch -x -b ou=users,dc=domain,dc=tld -h host.domain.tld (cn=*) cn
(lots of output with user dn and cn)
# numResponses: 17
# numEntries: 16
Am I doing something wrong? maybe the ldap filter in RT_SiteConfig.pm?
Your filter is incomplete. Are you using AD or OpenLDAP?
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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
--- Original message --- I've successfully used RT::Extension::LDAPImport to bring users in, and then use RT::Authen::ExternalAuth for passwords. Is that the only way? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
On 7/3/09 1:06 PM, Kevin Gagel ga...@cnc.bc.ca wrote: --- Original message --- I've successfully used RT::Extension::LDAPImport to bring users in, and then use RT::Authen::ExternalAuth for passwords. Is that the only way? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com It¹s not the ONLY way, but it is one way that DOES work. You could write a script that pulls users from LDAP and then use the REST API to import them. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
On Fri, Jul 3, 2009 at 9:51 PM, Gary Greeneggre...@minervanetworks.com wrote:
On 7/3/09 11:30 AM, Natxo Asenjo natxo.ase...@gmail.com wrote:
The settings in RT_SiteConfig.pm are:
Set($LDAPHost,'host.domain.tld');
Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
Set($LDAPPassword, 'password');
Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
Set($LDAPFilter, 'cn = *');
Set($LDAPMapping, {Name = 'uid',
EmailAddress = 'mail',
RealName = 'cn',
WorkPhone = 'telephoneNumber',
Organization = 'departmentName'});
[knip]
Your filter is incomplete. Are you using AD or OpenLDAP?
openldap. So any tips about how the filter should look like?
TIA,
Natxo
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Re: [rt-users] Custom Search
Hello Bahsir, (Owner = 'userB' OR Owner = 'userA') AND (Status = 'Resolved) Pop that into your advanced tab, hit apply, and you are good to go. Thanks, Bill G. On Fri, Jul 3, 2009 at 3:42 AM, Bashir Jahed bashir.ja...@nha.co.za wrote: Hi Everone, I want to do a search based on the following: Tickets resolved by userA and userB and userC where tickets status is resolved and ticket was created after 2009-06-01 I am able to search for one user at a time, if I do userA and UserB it searches tickets that are owned by userA and UserB Can someone help please? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
On 7/3/09 1:15 PM, Natxo Asenjo natxo.ase...@gmail.com wrote:
On Fri, Jul 3, 2009 at 9:51 PM, Gary Greeneggre...@minervanetworks.com
wrote:
On 7/3/09 11:30 AM, Natxo Asenjo natxo.ase...@gmail.com wrote:
The settings in RT_SiteConfig.pm are:
Set($LDAPHost,'host.domain.tld');
Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
Set($LDAPPassword, 'password');
Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
Set($LDAPFilter, 'cn = *');
Set($LDAPMapping, {Name = 'uid',
EmailAddress = 'mail',
RealName = 'cn',
WorkPhone = 'telephoneNumber',
Organization = 'departmentName'});
[knip]
Your filter is incomplete. Are you using AD or OpenLDAP?
openldap. So any tips about how the filter should look like?
TIA,
Natxo
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You'll likely want to do something like this:
((objectClass = person)(uid = *))
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[rt-users] Error: Loaded object has different id at /opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323.
My custom fields are not showing up in my dashboard. I suspect that changing the organization name has something to do with it. I just tried to see if shredder could locate one of my missing custom fields and got this error: Loaded object has different id at /opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. I've been at this for days now and haven't gotten any further ahead. Help Please... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
On Fri, Jul 3, 2009 at 10:43 PM, Gary Greeneggre...@minervanetworks.com wrote: On 7/3/09 1:15 PM, Natxo Asenjo natxo.ase...@gmail.com wrote: [knip] Your filter is incomplete. Are you using AD or OpenLDAP? openldap. So any tips about how the filter should look like? You'll likely want to do something like this: ((objectClass = person)(uid = *)) that did the trick. Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Hi Bill, rt.abc.com/rt is working for me. note: eveytime i change something on the apache, i did restart the service. regards, chanty From: William Graboyes william.grabo...@theportalgrp.com To: ty chan chanty...@yahoo.com Cc: jmose...@corp.xanadoo.com; rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com Sent: Friday, July 3, 2009 1:55:11 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Chanty, I shouldn't be doing this at the time of night it is currently... Disregard my ScriptAlias comment... and I have another question... Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit the server by IP. On Thu, Jul 2, 2009 at 11:51 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Chanty, First thing I notice is you have 2 slashes on your ScriptAlias line. And then the dumb question, as you didn't elaborate. You did reload the apache server after making the changes. What is the output in your error logs when you try to hit your RT server by name? What error does apache spit to the browser? Thanks, Bill G. On Thu, Jul 2, 2009 at 7:48 PM, ty chan chanty...@yahoo.com wrote: Hi Moseley, Here is my configuration on httpd.conf. VirtualHost 172.16.0.1:80 ServerName rt.abc.com DocumentRoot /opt/rt3/share/html ErrorLog /var/log/httpd/rt.abc.com_error CustomLog /var/log/httpd/rt.abc.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi /VirtualHost but it doesn't work for me. note: http://172.16.0.1/rt is working fine. would you please advise on this issue? regards, chanty From: jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com To: ty chan chanty...@yahoo.com Cc: rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com Sent: Thursday, July 2, 2009 8:43:42 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Threre really isn't much difference in the Apache configuration if using a virtual host. Simply put the RT apache config in a virtual host stanza: VirtualHost _default_:80 ServerName somertserver.com RT config lines... /VirtualHost The above example would use the default IP of the server and listen on port 80. You could also add other lines so that RT has its own log file, etc. I believe there are several virtual host configuration examples in the wiki. James Moseley ty chan chanty...@yahoo. com To jmose...@corp.xanadoo.com, Grant 07/02/2009 02:11 Deters gdet...@usd250.org AM cc rt-users@lists.bestpractical.com, rt-users-boun...@lists.bestpractica l.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Moseley, You guid how to configure virtualhost on apache for RT also. best regards, chanty ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
