Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth
Fri 03 Jul 2009 21:12:35 GMT Gary Greene wrote: On 7/3/09 1:06 PM, Kevin Gagel ga...@cnc.bc.ca wrote: To be clear.. users are imported by ExternalAuth when they log in. The import scripts are to have them all added at once. -- 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] Spam filtering in RT
Hello everyone, Would like to understand what's the best strategy to stop spam emails creating tickets in RT ? Thanks for your time. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ 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] Spam filtering in RT
On Mon, Jul 6, 2009 at 5:05 PM, Venkateswaran, Subbaraman subbaraman.venkateswa...@blackrock.com wrote: Hello everyone, Would like to understand what's the best strategy to stop spam emails creating tickets in RT ? Thanks for your time. Once you are sure of how effective your general spam filtering is, you simply need to stop any e-mails classified as spam from every entering RT. You cannot succeed 100% though, so what you perhaps need to do is to redirect any such e-mails to a queue on RT where there is no autoreponse scrip. -- 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
[rt-users] New vulnerability with FCKEditor, is RT effected
I'm unsure what version of FCKEditor is included with RT 3.8.4. Is the version of FCKEditor less than 2.6.4.1? There is a potential advisory out for FCKEditor 2.6.4.1 and less: http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2009-2265 Thanks -- Mike ___ 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] Allow selfservice users to choose their own DUE DATE.
I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, Mike Ellis___ 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] New vulnerability with FCKEditor, is RT effected
On Jul 6, 2009, at 10:47 AM, Mike Harris wrote: I'm unsure what version of FCKEditor is included with RT 3.8.4. Is the version of FCKEditor less than 2.6.4.1? There is a potential advisory out for FCKEditor 2.6.4.1 and less: http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2009-2265 We ship 2.6.4, but we haven't included the filemanager directory in 3.8.2, 3.8.3 or 3.8.4. We don't support any of the FCKEditor file management code paths, so we disabled them. Those versions of RT shouldn't be affected by this security report, and if you're running 3.8.0 or 3.8.1 there have been a ton of bugfixes in our FCKEditor support so an upgrade is recommended. We'll roll 2.6.4.1 in before we release 3.8.5, I've created http://rt3.fsck.com/Ticket/Display.html?id=13665 to make sure it is tracked -kevin PGP.sig Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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] WebPath problem
On Jul 5, 2009, at 10:05 AM, Andrea Perotti wrote: Hi I'm having some problem after changing the WebPath variable. I installed an instance of RT 3.6.6 using Set($WebPath, /boris); in RT_SiteConfig of the test env, to try it. Everything worked as expected and we moved the environment in production, dumping and restoring the db. We removed the WebPath definition, since . Set($WebPath, ); was already defined in RT_Config.pm . All the path get the change, except for one: in the home page RT at a Glance, in the block highest priority tickets I own the Subject field still has the wrong url. Log in as the root user to edit the global saved search, which should fix it for your new users. Some early versions of 3.6 shipped with a bug where the WebPath was interpolated at install time rather than run time ($RT::WebPath rather than __WebPath__ in initialdata) -kevin To fix it, I have to edit it, remove that column from the Show Columns list and them readd it. Doing this procedure fix that. I did that procedure all for the already existent users but I thought that the new one will be safe, but Murphy laught at me :| all the new have the problem too. I cleaned cache and looked around, but I've learned from my experiments is that is something in the db that generate the problem. Now I'm running RT-3.8.2 on debian 4.0 . Do you have any hint to fix that problem? Thank you for your attention -- Andrea Perotti ___ 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 ___ 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] Error: Loaded object has different id at/opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323.
Somebody... Anybody... 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 --- Original message --- Subject: [rt-users] Error: Loaded object has different id at/opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. From: Kevin Gagel ga...@cnc.bc.ca To: RT Users RT-Users@lists.bestpractical.com Date: 03/07/2009 1:43 PM 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
[rt-users] (no subject)
I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? 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] rt-mailgate error
On Jul 6, 2009, at 12:53 PM, Kevin Gagel wrote: I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? You can use the DefaultQueue option in 3.8 to do that without renaming anything. You hardcode the name of the queue wherever it is that you invoke rt- mailgate, typically this would be /etc/aliases or a procmail script, possible a fetchmail invocation -kevin ___ 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] Spam filtering in RT
Venkateswaran, Subbaraman wrote, On 7/6/09 10:05 AM: Hello everyone, Would like to understand what's the best strategy to stop spam emails creating tickets in RT ? Thanks for your time. That's a bit like asking what's the best vehicle? without mentioning what sort of transportation you need. RT gets used in so many different types of environments that a perfect anti-spam solution for one site may be completely useless elsewhere. I've worked with RT in three very different places, and spam control in each has been very different. Some generally useful principles: 1. Do as much of your spam stopping as you can in the MTA layer, not in the mail gateway delivery agent or RT itself. 2. Segregate your RT mail from all other mail. Ideally, the domain part of the addresses that deliver into RT will only be used for RT mail, so you can have spam control for it that is not compromised by the needs of other recipients in the domain. When that is not possible (e.g. public role accounts like abuse-reporting addresses) you will still benefit from having some mechanism that treats RT's mail differently before it gets handed off for delivery into RT. 3. If you don't need to accept requests from random strangers, don't configure RT to autocreate users when receiving email from random strangers. This alone (sometimes in conjunction with something like RT::Authen::ExternalAuth that can autocreate RT users based on an external user database) is adequate for many circumstances. 4. Use the per-queue address mechanism (built into 3.8, previously in the BrandedQueues extension) so that you can segregate correspondence on existing tickets from new-request mail, and filter the two streams accordingly (e.g. require mail to a queue-specific address to have the right RT Subject tag) using whatever tools your MTA has or can hook into. 5. Think carefully about how RT's legitimate incoming mail in your environment differs from a generic mail stream aimed at a large set of people, and use that (see #1) to tune its filtering. Spam control is done best when it is customized for a specific well-understood mail stream rather than generically. A mail stream into RT is very unlikely to look like a mail stream into a bunch of corporate users' mailboxes or into a consumer ISP's users' mailboxes or into a sysadmin's mailbox. Tactics that would do violence to personal mail might be harmless and effective for RT's incoming mail, and vice versa. 6. Be prepared to adjust your filtering of RT's mail in response to spam coming in. ___ 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::Extension::SLA -- problems
Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- 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] RT::Extension::SLA -- problems
Nope, cuz SLA extension is used to automate due date management. What are you trying to achive? How is extension is configured? I want to know more about use case to understand if it's possible to improve this extension. On Mon, Jul 6, 2009 at 9:12 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- 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 -- 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] (no subject)
It's hardcoded in mail aliases. You have to reconfigure them and run newaliases program, however exact steps may depend on the MDA that is in use. On Mon, Jul 6, 2009 at 8:53 PM, Kevin Gagelga...@cnc.bc.ca wrote: I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? 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 -- 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] devel list AssetTracker
Hi Natxo, Asset Tracker is a good solution for shops that use RT already and have light/moderate asset tracking needs. If you want to improve Asset Tracker, patches are welcome and a commit bit isn't too difficult to get. Most of AT's features are derived from RT. On Sat, Jul 4, 2009 at 7:51 AM, Natxo Asenjonatxo.ase...@gmail.com wrote: hi, My apologies for posting here, but I in the assettracker some things remain unanswered (see http://code.google.com/p/asset-tracker-4rt/wiki/FeatureRequestPage ) Is there a devel mailing list for asset tracker? Are there enough people with an interest in such a list? RT is the best helpdesk software out there, but I see lots of places where the lack of some feautures (like tracking assets) get RT out the door. This is a shame. At work I am now stuck with topdesk because of this, and every time I have to use that piece of sh*t I nearly cry when I think at how good and fast RT is. That is why I would like to change this, I am no perl guru (far from that) but am willing to learn and contribute in my own time. Are there any other people interested in further improving assettracker? -- Groeten, Natxo ___ 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 ___ 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-mailgate error
Thanks all. Got it. 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 --- Original message --- Subject: Re: [rt-users] rt-mailgate error From: Kevin Falcone falc...@bestpractical.com To: RT Users RT-Users@lists.bestpractical.com Date: 06/07/2009 10:02 AM On Jul 6, 2009, at 12:53 PM, Kevin Gagel wrote: I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? You can use the DefaultQueue option in 3.8 to do that without renaming anything. You hardcode the name of the queue wherever it is that you invoke rt- mailgate, typically this would be /etc/aliases or a procmail script, possible a fetchmail invocation -kevin ___ 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 athttp://rtbook.bestpractical.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] RT::Extension::SLA -- problems
Hi Ruslan,
What are you trying to achive?
We have some SLA Categories that the due dates are as mutually agreed upon
Thus they are sending a due date along with the ticket.
How is extension is configured?Set( %ServiceBusinessHours, (
'Default' = {
0 = {
Name = 'Sunday',
Start = undef,
End = undef
},
1 = {
Name = 'Monday',
Start = '08:00',
End = '17:30'
},
2 = {
Name = 'Tuesday',
Start = '08:00',
End = '17:30'
},
3 = {
Name = 'Wednesday',
Start = '08:00',
End = '17:30'
},
4 = {
Name = 'Thursday',
Start = '08:00',
End = '17:30'
},
5 = {
Name = 'Friday',
Start = '08:00',
End = '17:30'
},
6 = {
Name = 'Saturday',
Start = undef,
End = undef
},
}
)
);
Set( %ServiceAgreements, (
Default = 'Severity 2',
QueueDefault = {
'Incoming' = 'Severity 1',
'Availability Management' = 'Severity 2',
'Change Management' = 'Severity 2',
'Development Management' = 'Severity 2',
'Monitoring Management' = 'Severity 2',
'Operations Management' = 'Severity 2',
'Problem Management' = 'Severity 2',
'Project Managment' = 'Severity 2',
'Release Management' = 'Severity 2',
},
'Levels' =
{
'Severity 1' = {
StartImmediately = 1,
OutOfHours = {
Response = {
RealMinutes = 15*1
},
},
Respond = {
RealMinutes = 10*1
},
Resolve = {
RealMinutes = 60*1
},
},
'Severity 2' = {
StartImmediately = 1,
Respond = {
RealMinutes = 20*1
},
Resolve = {
RealMinutes = 60*8
},
},
'Severity 3' = {
StartImmediately = 1,
Respond = {
BusinessMinutes = 20*1
},
Resolve = {
BusinessMinutes = 60*8
},
},
'Severity 4' = {
StartImmediately = 1,
Respond = {
BusinessMinutes = 60*8
},
},
'RCA' = {
StartImmediately = 1,
Respond = {
BusinessMinutes = 20*1
},
Resolve = {
BusinessMinutes = 60*8
},
},
'Site Operation Requests' = {
Respond = {
BusinessMinutes = 20*1
},
Resolve = {
BusinessMinutes = 60*1
},
},
'Site Project Requests/Enhancements' = {
Respond = {
BusinessMinutes = 20*1
},
},
'Project Support Requests' = {
Respond = {
BusinessMinutes = 60*1
},
},
'Housekeeping/ Maintenance' = {
Respond = {
BusinessMinutes = 60*1
},
},
'External access' = {
Respond = {
BusinessMinutes = 60*8
},
Resolve = {
BusinessMinutes = 60*8
},
},
}
)
);
I want to know more about use case to understand if it's possible to
improve this extension.
The use case is as explained more or less above, where the due date is
determined either via the logging and classification of the ticket, or via
contact with the requester. Most of the service levels that we have do have
very hard due dates, just a couple of categories have soft due dates.
Sometimes the due dates need to move, even in the categories that have hard
SLA due dates, simply because of incomplete information from the requester.
While we are on the topic of improvements.
I would also like to see the due date shift the amount of time that the
ticket was stalled upon re-open. For our organization we use the stalled
status to indicate that the ball is out of our court in other words we are
waiting for input from some other source.
Thanks,
Bill Graboyes
On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote:
Nope, cuz SLA extension is used to automate due date management. What
are you trying to achive? How is extension is configured? I want to
know more about use case to understand if it's possible to improve
this extension.
On Mon, Jul 6, 2009 at 9:12 PM, William
Graboyeswilliam.grabo...@theportalgrp.com wrote:
Hi all,
I am having a problem with the SLA module.
Any time we change a due date, The SLA module changes it back to the
prescribed due date in the config file.
Is there any way to change this behavior?
RT Version:
Re: [rt-users] Bookmark tickets not working
Follow-up: Browser issue. Camino does not work with Bookmarking. There is no option to turn on or off, it just flat does not work. Safari 4 works sporadically, but I can not consistently reproduce the issue to try and troubleshoot more. Firefox 3.0.11 and 3.5 work fine on OS X and Win32. Nothing to see here, just posting for list archive. Drew Barnes wrote: RT 3.8.3 MySQL 5.0.45 CentOS 5.2 perl 5.8.8 mod_perl2 When I go to bookmark a ticket, I get the following in the RT log: [debug]: Tried to load a bogus ticket id: 'ARRAY(0xb2c5fe0)' (/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:179) I do not get this on my dev instance with all the same local customizations, so I don't think this is the problem.I have poked around to see if I can track this down, but I don't seem to have anything that SHOULD be affecting this. The only difference between the two servers, that I can find, is the version of mySQL: 5.0.45 on production, 5.0.22 on dev. Is this a likely cause, or am I missing something? ___ 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 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
Ok, I've been beating my head on this one. I had RTFM up and working on a test
RT 3.8.2 server and then it just disappeared from the menu. I tried to figure
out why, but after spending an afternoon trying to figure it out I decided that
I wouldn't worry about it as I was going to be reinstalling from scratch for
the production system anyway.
So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes
with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and
flushed the mason cache and restarted httpd. I log into RT, but RTFM isn't
there. RTFM isn't listed in the System Configuration.
I've got RT's debug log on, and there are no errors there (except for graphviz)
and there are no errors in apache's logs either.
I've searched the web and the mailing lists for this, but almost all of them
are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not
being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. Any
help would be appreciated.
Here is my RT_Siteconfig.pm:
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set( $rtname, 'rt.example.com');
Set( $Organization, 'Helpdesk');
Set( $CorrespondAddress, 'r...@rt.example.com');
Set( $CommentAddress, 'rt-comme...@rt.example.com');
Set( $Timezone, 'America/Winnipeg');
Set( $LogToSyslog, undef);
Set( $LogToScreen, 'error');
Set( $LogToFile, 'debug');
Set( $LogDir, '/usr/local/rt3/var/log');
Set( $LogToFileNamed, 'rt.log');
# The Database
Set( $DatabaseType, 'mysql');
Set( $DatabaseUser, 'rt_user');
Set( $DatabasePassword, 's3kr3t');
Set( $DatabaseName, 'rt3');
# The Webserver
#Set( $WebPath, '/rt');
Set( $WebBaseURL, 'http://rt.example.com');
Set(@Plugins,qw(RT::FM));
Set( @Plugins, qw(RT::Authen::ExternalAuth));
Set( $ExternalAuthPriority, ['My_LDAP']);
Set( $ExternalInfoPriority, ['My_LDAP']);
Set( $ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server' = 'netware.example.com',
'user' = 'cn=username,ou=local,o=ACME',
'pass' = 's3kr3t',
'base' = 'ou=Local,o=ACME',
'port' = '389',
'filter' = '(objectClass=Person)',
'd_filter' = '(loginDisabled=TRUE)',
# 'tls' = 1,
# 'ssl_version' = 3,
'attr_match_list' = [
'Name',
'EmailAddress',
],
'attr_map' = {
'Name' = 'uid',
'ExternalAuthId' = 'uid',
'RealName' = 'displayName',
'EmailAddress' = 'mail',
'WorkPhone' = 'telephoneNumber',
# 'Address1' = 'postalAddress',
'Gecos' = 'cn',
'NickName' = 'givenName',
'Address1' = 'postalAddress',
'Lang' = 'Language',
# 'ExtraInfo' = 'title'
},
}
}
);
1;
And here is my System Configuration:
Loaded perl modules
Perl v5.8.8 under linux
Apache2::Const v2.04;
Apache2::Log v2.04;
Apache2::RequestIO v2.04;
Apache2::RequestRec v2.04;
Apache2::RequestUtil v2.04;
Apache2::Response v2.04;
Apache2::ServerUtil v2.04;
Apache2::Status v4.00;
Apache::Session v1.88;
Apache::Session::Generate::MD5 v2.12;
Apache::Session::Lock::MySQL v1.01;
Apache::Session::MySQL v1.01;
Apache::Session::Serialize::Storable v1.01;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::MySQL v1.04;
APR v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
AutoLoader v5.60;
base v2.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.27;
capitalization v0.03;
Carp v1.04;
CGI v3.43;
CGI::Cookie v1.29;
CGI::Util v1.5_01;
Class::Accessor v0.33;
Class::Accessor::Fast v0.33;
Class::Container v0.12;
Class::Data::Inheritable v0.08;
Class::Inspector v1.24;
Class::ISA v0.33;
Class::ReturnValue v0.55;
Clone v0.31;
constant v1.05;
Convert::ASN1 v0.22;
CSS::Squish v0.08;
Cwd v3.3;
Data::Dumper v2.124;
Date::Format v2.22;
Date::Parse v2.27;
DateTime v0.50;
DateTime::Locale v0.43;
DateTime::TimeZone v0.91;
DateTime::TimeZone::Floating v0.01;
DateTime::TimeZone::Local v0.01;
DateTime::TimeZone::OffsetOnly v0.02;
DateTime::TimeZone::UTC v0.01;
DBD::mysql v4.011;
DBI v1.609;
DBIx::SearchBuilder v1.55;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.21;
Devel::StackTraceFrame v1.21;
Devel::Symdump v2.08;
Digest::base v1.00;
Digest::MD5 v2.39;
DynaLoader v1.05;
Email::Address v1.889;
Encode v2.33;
Encode::Alias v2.12;
Encode::Config v2.05;
Encode::Encoding v2.05;
Errno v1.0901;
Exception::Class v1.29;
Exception::Class::Base v1.20;
Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.74;
File::Glob v1.05;
File::Path v1.08;
File::ShareDir v1.00;
File::Spec v3.3;
File::Spec::Unix v3.3;
File::Temp v0.22;
FileHandle v2.01;
GD v2.43;
GD::Image v2.38;
HTML::Element v3.23;
Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks,have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
Hi Kevin, Nope, All dependences have been found. Thanks, Mike From: Kevin Gagel Sent: Monday, July 06, 2009 3:36 PM To: RT Users Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks,have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm --- Original message --- Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links,have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm From: Michael Ellis michael_el...@umanitoba.ca To: RT-USERS RT-Users@lists.bestpractical.com Date: 06/07/2009 1:33 PM Ok, I've been beating my head on this one. I had RTFM up and working on a test RT 3.8.2 server and then it just disappeared from the menu. I tried to figure out why, but after spending an afternoon trying to figure it out I decided that I wouldn't worry about it as I was going to be reinstalling from scratch for the production system anyway. So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and flushed the mason cache and restarted httpd. I log into RT, but RTFM isn't there. RTFM isn't listed in the System Configuration. I've got RT's debug log on, and there are no errors there (except for graphviz) and there are no errors in apache's logs either. I've searched the web and the mailing lists for this, but almost all of them are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. Any help would be appreciated. Are there any errors reported from rt3/sbin/rt-test-dependencies? 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___ 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 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
On Jul 6, 2009, at 4:33 PM, Michael Ellis wrote: Set(@Plugins,qw(RT::FM)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); The second line here tells RT to ignore the first one, so you only actually have RT::Authen::ExternalAuth active (which is visible from System Configuration) You need to enable your plugins all at the same time Set(@Plugins, qw(RT::FM RT::Authen::ExternalAuth) ); -kevin ___ 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::Extension::SLA -- problems
On Mon, Jul 6, 2009 at 10:30 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi Ruslan, What are you trying to achive? We have some SLA Categories that the due dates are as mutually agreed upon Thus they are sending a due date along with the ticket. How is extension is configured?Set( %ServiceBusinessHours, ( [snip] ); I want to know more about use case to understand if it's possible to improve this extension. The use case is as explained more or less above, where the due date is determined either via the logging and classification of the ticket, or via contact with the requester. Most of the service levels that we have do have very hard due dates, just a couple of categories have soft due dates. Sometimes the due dates need to move, even in the categories that have hard SLA due dates, simply because of incomplete information from the requester. Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. While we are on the topic of improvements. I would also like to see the due date shift the amount of time that the ticket was stalled upon re-open. For our organization we use the stalled status to indicate that the ball is out of our court in other words we are waiting for input from some other source. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Nope, cuz SLA extension is used to automate due date management. What are you trying to achive? How is extension is configured? I want to know more about use case to understand if it's possible to improve this extension. On Mon, Jul 6, 2009 at 9:12 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- 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 -- Best regards, Ruslan. -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -- 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] RTFM rights Question
On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote: 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? You don't say what your rights for the Custom Fields that contain the article contents are -kevin ___ 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 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
Yes, thank you, that did it! -Mike -- From: Kevin Falcone falc...@bestpractical.com Sent: Monday, July 06, 2009 3:45 PM To: RT Users RT-Users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm On Jul 6, 2009, at 4:33 PM, Michael Ellis wrote: Set(@Plugins,qw(RT::FM)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); The second line here tells RT to ignore the first one, so you only actually have RT::Authen::ExternalAuth active (which is visible from System Configuration) You need to enable your plugins all at the same time Set(@Plugins, qw(RT::FM RT::Authen::ExternalAuth) ); -kevin ___ 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 ___ 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] Obscure mail-gateway error(returns code)
System:
RHEL 5
RT 3.8.1
Apache 2.2.3
After some struggle with using SSL for delivery of messages we decided to
fore-go it. The web-interface remains accessible by SSL, but for email
delivery we decided it wasn't necessary. Apache has been configured to reflect
this change. Messages are now getting through that part of the system and
making it to RT.
However, now running the following command to test it(Hostname is correct in
our URL, but changed here.):
echo test |/opt/rt3/bin/rt-mailgate --queue 'AT Issues' --action comment --url
http://ourhostname.com/rt3/
Kicks back the following error:
---
RT server error.
The RT server which handled your email did not behave as expected. It
said:
%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC
%# je...@bestpractical.com
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
%# General Public License for more details.
%#
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
%# 02110-1301 or visit their web page on the internet at
%# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html.
%#
%#
%# CONTRIBUTION SUBMISSION POLICY:
%#
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%#
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
%flags
inherit = undef # inhibit UTF8 conversion done in /autohandler
/%flags
%ARGS
$queue = 1
$action = correspond
$ticket = undef
/%ARGS
%init
$m-callback( %ARGS, CallbackName = 'Pre' );
use RT::Interface::Email ();# It's an exporter, but we don't care
$r-content_type('text/plain; charset=utf-8');
$m-error_format('text');
my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS );
if ( $status == 1 ) {
$m-out('ok');
if ( $Ticket $Ticket-Id ) {
$m-out( 'Ticket: ' . ($Ticket-Id || '') );
$m-out( 'Queue: ' . ($Ticket-QueueObj-Name || '') );
$m-out( 'Owner: ' . ($Ticket-OwnerObj-Name || '') );
$m-out( 'Status: ' . ($Ticket-Status || '') );
$m-out( 'Subject: ' . ($Ticket-Subject|| '') );
$m-out(
'Requestor: ' . ($Ticket-Requestors-MemberEmailAddressesAsString || '')
);
}
}
else {
$RT::Logger-error( Could not record email: . $error );
if ( $status == -75 ) {
$m-out( temporary failure - . $error );
}
else {
$m-out( 'not ok - ' . $error );
}
}
$m-abort();
/%init
It seems very strange to me that it is spitting out code during an error
message. Anyone have any insight as to what's going on here? More importantly
any sugguestions on how to handle it?
~Chris
_
Insert movie times and more without leaving Hotmail®.
http://windowslive.com/Tutorial/Hotmail/QuickAdd?ocid=TXT_TAGLM_WL_HM_Tutorial_QuickAdd_062009___
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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] RTFM rights Question
Sorry. At global level my group rights for Unprivileged, Privileged, and Everyone is: SeeClass, SeeCustomField, and ShowArticle Hossein Kevin Falcone wrote: On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote: 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? You don't say what your rights for the Custom Fields that contain the article contents are -kevin ___ 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 -- _ _ _ _ _ _ _ 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] RTFM rights Question
Hi Kevin, I am not sure if this is related to my problem, but when a privileged user does a mouse over on an article the url reads: https://mydomain.ca/RTFM/Article/Display.html?id=## but when an un-privileged user does the mouse over on the same article s/he sees a different directory https://mydomain.ca/SelfService/Article/Display.html?id=## Cheers, Hossein Hossein Rafighi wrote: Sorry. At global level my group rights for Unprivileged, Privileged, and Everyone is: SeeClass, SeeCustomField, and ShowArticle Hossein Kevin Falcone wrote: On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote: 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? You don't say what your rights for the Custom Fields that contain the article contents are -kevin ___ 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 -- _ _ _ _ _ _ _ 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] RT::Extension::SLA -- problems
Hi Ruslan, Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. That sounds about right, basically I would think it could be as simple as an if-then check... something along the lines of, if SLA hasn't changed, then don't run the SLA date change... else run the sla date change. I may even attempt to hack it out. Yay, sandbox time. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Could just add it as a config flag, time stalls when stalled... when a ticket is coresponded to the ticket automagically changes state from stalled to open, really could just be a scrip action based on the change of state from stalled to opened. if the above was implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: On Mon, Jul 6, 2009 at 10:30 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi Ruslan, What are you trying to achive? We have some SLA Categories that the due dates are as mutually agreed upon Thus they are sending a due date along with the ticket. How is extension is configured?Set( %ServiceBusinessHours, ( [snip] ); I want to know more about use case to understand if it's possible to improve this extension. The use case is as explained more or less above, where the due date is determined either via the logging and classification of the ticket, or via contact with the requester. Most of the service levels that we have do have very hard due dates, just a couple of categories have soft due dates. Sometimes the due dates need to move, even in the categories that have hard SLA due dates, simply because of incomplete information from the requester. Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. While we are on the topic of improvements. I would also like to see the due date shift the amount of time that the ticket was stalled upon re-open. For our organization we use the stalled status to indicate that the ball is out of our court in other words we are waiting for input from some other source. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Nope, cuz SLA extension is used to automate due date management. What are you trying to achive? How is extension is configured? I want to know more about use case to understand if it's possible to improve this extension. On Mon, Jul 6, 2009 at 9:12 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- 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 -- Best regards, Ruslan. -- Bill Graboyes On Assignment At:
Re: [rt-users] RT::Extension::SLA -- problems
On Tue, Jul 7, 2009 at 2:25 AM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi Ruslan, Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. That sounds about right, basically I would think it could be as simple as an if-then check... something along the lines of, if SLA hasn't changed, then don't run the SLA date change... else run the sla date change. I may even attempt to hack it out. If you want to hack on it then it's probably the best to store value in the attribute when it's manually set. It's a simple scrip. Then in the code that calculates SLA's resolve deadline it's possible to check the attribute and use its value. Yay, sandbox time. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Could just add it as a config flag, time stalls when stalled... when a ticket is coresponded to the ticket automagically changes state from stalled to open, really could just be a scrip action based on the change of state from stalled to opened. if the above was implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math. When we talk about response deadline, it's pretty easy. When status is changed to stalled then we just ignore response deadline and this can be configurable in the config. When it's opened again we can enable response deadlines. This particular thing is easy. Adjust scrip condition when we check if we should recalculate Due date. In the scrip action that actually set due date ignore response code if the ticket is stalled. Something like that. It's hard to tell what to do with resolve and keep in loop (added in the latest version) deadlines. Should we move resolve deadline for 10 hours if it's been stalled for 10 hours? Should we disable keep in loop deadlines on stalled tickets or people still want to keep customer informed? Different people want different things, so patching extension may be isn't that easy. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: On Mon, Jul 6, 2009 at 10:30 PM, William Graboyeswilliam.grabo...@theportalgrp.com wrote: Hi Ruslan, What are you trying to achive? We have some SLA Categories that the due dates are as mutually agreed upon Thus they are sending a due date along with the ticket. How is extension is configured?Set( %ServiceBusinessHours, ( [snip] ); I want to know more about use case to understand if it's possible to improve this extension. The use case is as explained more or less above, where the due date is determined either via the logging and classification of the ticket, or via contact with the requester. Most of the service levels that we have do have very hard due dates, just a couple of categories have soft due dates. Sometimes the due dates need to move, even in the categories that have hard SLA due dates, simply because of incomplete information from the requester. Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is manual resolve deadline. When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. While we are on the topic of improvements. I would also like to see the due date shift the amount of time that the ticket was stalled upon re-open. For our organization we use the stalled status to indicate that the ball is out of our court in other words we are waiting for input from some other source. Sounds reasonable, but not sure how make this transparent and trigger re-open event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov ruslan.zaki...@gmail.com
Re: [rt-users] Obscure mail-gateway error(returns code)
On Mon, Jul 06, 2009 at 04:08:11PM -0500, Chris Collison wrote: System: RHEL 5 RT 3.8.1 Apache 2.2.3 After some struggle with using SSL for delivery of messages we decided to fore-go it. The web-interface remains accessible by SSL, but for email delivery we decided it wasn't necessary. Apache has been configured to reflect this change. Messages are now getting through that part of the system and making it to RT. However, now running the following command to test it(Hostname is correct in our URL, but changed here.): You've misconfigured your web server. Somehow you've told Apache not to process the RT mailgateway's server-side pages. ___ 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
