Re: [rt-users] Add condition in template
Hi, Any one can help ? 2009/12/16 samir marhoum samir.marh...@gmail.com Hi, I need to send email notification based on a custum field value, ie if a CF value is X send email to j...@mail.com if it's Y send to pe...@company.org Can you please help me on this ? Best 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
[rt-users] mailgate and RT-Authen-ExternalAuth
How do I get mailgate to parse From: u...@address and pass user, instead of u...@address, to RT-Authen-ExternalAuth for LDAP authentication and automatic creation of user? Thanks, in advance, for your help, 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] What's Wrong with RT?
Ok, it's a pointed question! Basically I'm trying to convince my company to implement RT. I've implemented at my former employer a few years ago and loved it so I want my new company to buy into it. My current employer is supportive towards it so far but wants to know it's shortcomings so they can see if any of them would prevent us from being able to use it. For me, I love it 's ease of use, but the short coming I would see is the lack of Project Management . They are also asking about CRM type stuff, so the sales folks can keep track of leads and email our customer press releases or announcements. Anything else? We currently used DotProject for project Management Stuff and CVS for Developer version control..anyone linked into these systems? I'm also wondering about the email, we currently subscribe to an external email provider...does this work with RT? I know with RT set up an email server on the Linux box, but can this interact with an external provider?...Since email is HUGE reason for enabling such a system, I'm wondering how that would work? Is it just a matter of setting up a forwarding an account on the Linux box? Thanks for all your help, I know the user community for RT is very active, so I'm hoping to hear some feedback to help me in my cause! Steve ___ 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] What's Wrong with RT?
On Tue, 2009-12-22 at 10:04 -0500, Steve McStravick wrote: I’m also wondering about the email, we currently subscribe to an external email provider...does this work with RT? I know with RT set up an email server on the Linux box, but can this interact with an external provider?...Since email is HUGE reason for enabling such a system, I’m wondering how that would work? Is it just a matter of setting up a forwarding an account on the Linux box? If you're currently downloading mail from a third party via POP/IMAP (or other), your best bet is probably to use fetchmail to poll and pipe mail through to RT. At least that saves you exposing a mail server to the internet just for RT. Andy ___ 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-3.8.6 is already installed... Error code 1
Can anyone tell me why I am getting the following error and how to resolve it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the /usr/local/www/rt38 directory but it is empty. And I get the following error. How can I get past this? I am fairly new to FreeBSD and installation of RT. Thanks! === . === Generating temporary packing list === Checking if www/rt38 already installed === rt-3.8.6 is already installed You may wish to ``make deinstall'' and install this port again by ``make reinstall'' to upgrade it properly. If you really wish to overwrite the old port of www/rt38 without deleting it first, set the variable FORCE_PKG_REGISTER in your environment or the make install command line. *** Error code 1 Stop in /usr/ports/www/rt38. *** Error code 1 Stop in /usr/ports/www/rt38. *** Error code 1 Stop in /usr/ports/www/rt38. freebsd8# rt-3.8.6 is already installed ___ 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-3.8.6 is already installed... Error code 1
Zach Boettner wrote: Can anyone tell me why I am getting the following error and how to resolve it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the /usr/local/www/rt38 directory but it is empty. And I get the following error. How can I get past this? I am fairly new to FreeBSD and installation of RT. Thanks! /usr/local/www/rt38 is actually meant to be empty. It's the location for installing customizations and add-on RT packages. Look at /usr/local/lib/perl5/site-perl/5.10.1/RT, /usr/local/share/rt38 and /usr/local/etc/rt38 for the majority of the code. Looks like you have actually managed to get RT installed successfully: all you need now is to set up the database, sort out the Apache config and start using it. Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW signature.asc Description: OpenPGP digital signature ___ 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] ExternalAuth+LDAP questions/oddities
Hi!
I have the following setup: Two machines, web.vm and db.vm (both Ubuntu
9.10), where web.vm hosts a newly installed rt-3.8.4 (from the Ubuntu
repositories) and db.vm an OpenLDAP server. I have installed the
ExternalAuth plugin (using cpan) as described on
http://wiki.bestpractical.com/view/ExternalAuth but it doesn't really
work out.
I'll list the config file RT_SiteConfig.pm, then the problems:
# This file was generated by running update-rt-siteconfig.
#
# While local modifications will not be overwritten without permission,
# it is recommended the they are instead placed in
# /etc/request-tracker3.8/RT_SiteConfig.d
#
# Note that modifications to the RT_SiteConfig.d directory won't
# take effect until the update command mentioned above is run again.
# start /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
# dynamically find out the current timezone
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
# end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
# start /etc/request-tracker3.8/RT_SiteConfig.d/41-external-auth
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_LDAP' ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings,{ # AN EXAMPLE LDAP SERVICE
'My_LDAP' = {
## GENERIC SECTION
# The type of service (db/ldap/cookie)
'type'= 'ldap',
# The server hosting the service
'server' = 'db.vm',
## SERVICE-SPECIFIC SECTION
# If you can bind to your LDAP server anonymously you should
# remove the user and pass config lines, otherwise specify them
here:
#
# The username RT should use to connect to the LDAP server
#'user'= 'rt_ldap_username',
# The password RT should use to connect to the LDAP server
#'pass' = 'rt_ldap_password',
#
# The LDAP search base
'base'= 'dc=vm',
#
# ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST** SPECIFY A filter AND A d_filter!!
#
# The filter to use to match RT-Users
'filter' = '(objectClass=person)',
# A catch-all example filter: '(objectClass=*)'
#
# The filter that will only match disabled users
'd_filter' = '(objectClass=FooBarBaz)',
# A catch-none example d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to use TLS to encrypt connections?
'tls' = 0,
# SSL Version to provide to Net::SSLeay *if* using SSL
'ssl_version' = 3,
# What other args should I pass to Net::LDAP-new($host,@args)?
'net_ldap_args' = [ version = 3 ],
# Does authentication depend on group membership? What group name?
#'group' = 'GROUP_NAME',
# What is the attribute for the group object that determines
membership?
#'group_attr'= 'GROUP_ATTR',
## RT ATTRIBUTE MATCHING SECTION
# The list of RT attributes that uniquely identify a user
# This example shows what you *can* specify.. I recommend reducing
this
# to just the Name and EmailAddress to save encountering problems
later.
'attr_match_list' = [ 'Name',
'EmailAddress'
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' =
{ 'Name' = 'uid',
'EmailAddress' = 'mail',
#'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
#'WorkPhone' = 'telephoneNumber',
#'Address1' = 'streetAddress',
#'City' = 'l',
#'State' = 'st',
#'Zip' = 'postalCode',
#'Country' = 'co'
}
}
}
);
1;
# end /etc/request-tracker3.8/RT_SiteConfig.d/41-external-auth
# start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
# THE BASICS:
Set($rtname, '***');
Set($Organization, 'web.vm');
Set($CorrespondAddress , 'r...@web.vm');
Set($CommentAddress , 'rt-comm...@web.vm');
# THE WEBSERVER:
Set($WebPath , /rt);
Set($WebBaseURL , http://web.vm;);
# LOGGING
Set($LogToFile, 'debug');
# end /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
# start /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common
# THE DATABASE:
# generated by dbconfig-common
# map from dbconfig-common database types to their names as known by RT
my %typemap = (
mysql = 'mysql',
pgsql = 'Pg',
sqlite3 = 'SQLite',
);
Set($DatabaseType, $typemap{pgsql} || UNKNOWN);
Set($DatabaseHost, 'db.vm');
Set($DatabasePort, '');
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , '');
# SQLite needs a special case, since $DatabaseName must be a full
pathname
my $dbc_dbname = 'rt'; if ( pgsql eq sqlite3 ) { Set ($DatabaseName,
'' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
# end
Re: [rt-users] limit ticket owners dropdown box by group memberships
Kenneth, You have probably granted the OwnTicket right to either Everyone or Privileged at either the Global level or Queue level or both. I'd remove it from the Global level, then from all Queues and then grant that right to specific user-defined groups for the queues those groups are responsible for. Kenn LBNL On 12/21/2009 1:38 PM, Kenneth Marshall wrote: Does anyone have a recipe to restrict the ticket Owner dropdown box to the members in a group? By default, it looks like all privileged users are in the dropdown and for the queues in question, only members of a particular group can own tickets so just seeing the pre-trimmed list would really help. Of course, I could be missing an obvious reason why that would not work. Cheers, Ken ___ 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] Add condition in template
Samir, Have you looked at the examples in the Essentials book? Kenn LBNL On 12/22/2009 12:50 AM, samir marhoum wrote: Hi, Any one can help ? 2009/12/16 samir marhoum samir.marh...@gmail.com mailto:samir.marh...@gmail.com Hi, I need to send email notification based on a custum field value, ie if a CF value is X send email to j...@mail.com mailto:j...@mail.com if it's Y send to pe...@company.org mailto:pe...@company.org Can you please help me on this ? Best 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 ___ 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] Getting an odd error when trying to resolve a ticket....
In our test environment, which soon will be our live install of RT, we're seeing an odd error that is blocking tickets from being resolved: RT::Ticket:: Unimplemented in HTML::Mason::Commands. (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128) This occurs when clicking the Resolve link in a ticket's view. We're using RT 3.8.1 with customizations to the web UI to simplify the view a little more. If you need any additional information to help me diagnose and resolve this, please ask. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ 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] Getting an odd error when trying to resolve a ticket....
On Tue, Dec 22, 2009 at 01:00:35PM -0800, Gary Greene wrote: In our test environment, which soon will be our live install of RT, we're seeing an odd error that is blocking tickets from being resolved: RT::Ticket:: Unimplemented in HTML::Mason::Commands. (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128) This occurs when clicking the Resolve link in a ticket's view. We're using RT 3.8.1 with customizations to the web UI to simplify the view a little more. If you need any additional information to help me diagnose and resolve this, please ask. Sounds like one of your local customizations made $TicketObj-$action be called without $action being set to Comment or Correspond -kevin pgpFgyBCjvnmt.pgp Description: PGP signature ___ 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 and bulk update
We are looking at trying to use RTFM to do bulk comments on a set of search results. I have been able to get the BeforeMessage Callback set and Bulk.html updated so that the article can be searched for and included on the bulk update page. The code is essentially ripped from share/html/Ticket/Update.html and inserted into a local version of Search/Bulk.html. However, I've run into a snag/oddity, if I choose an article to include and select the Go button, the ticket gets updated with the content of the article and returns to the bulk update screen. This has 2 main downsides, we get no Results div which shows that the Message was logged, and we get a comment/correspondence for each article that is included. If we try to add articles 1, 2, and 3 to a ticket we get the following logged in the ticket and sent out via scrips: comment: article 1 comment: article 2 article 1 comment: article 3 article 2 article 1 The behavior I would expect is that of Ticket/Update.html where multiple articles could be included and the ticket is only updated when the Update Ticket button is used. Has anyone successfully set up RTFM for use with the bulk update screens? Thanks. Dallas RT - 3.8.6 RTFM - 2.4.2 ___ 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-3.8.6 is already installed... Error code 1
Ok, now I'm getting an HTTP 403 error when trying to access my RT installation from my browser. I don't think I have the following correct, but all I have to go by is http://wiki.bestpractical.com/view/ManualApacheConfig The syntax on the above link does not seem to match my installation, for example, /opt/rt3/share/html does not seem to exist on my server. Is that Linux syntax? The closest thing I can find to that is, /usr/local/share/rt38/html. Also, the above link also shows PerlRequire /opt/rt3/bin/webmux.pl. The only place I see webmux.pl on my server is: /usr/ports/www/rt38/work/rt-3.8.6/bin/webmux.pl Feels like I'm fairly close, but what am I missing?? -Original Message- From: Matthew Seaman [mailto:m.sea...@infracaninophile.co.uk] Sent: Tuesday, December 22, 2009 9:38 AM To: Zach Boettner Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1 Zach Boettner wrote: Can anyone tell me why I am getting the following error and how to resolve it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the /usr/local/www/rt38 directory but it is empty. And I get the following error. How can I get past this? I am fairly new to FreeBSD and installation of RT. Thanks! /usr/local/www/rt38 is actually meant to be empty. It's the location for installing customizations and add-on RT packages. Look at /usr/local/lib/perl5/site-perl/5.10.1/RT, /usr/local/share/rt38 and /usr/local/etc/rt38 for the majority of the code. Looks like you have actually managed to get RT installed successfully: all you need now is to set up the database, sort out the Apache config and start using it. Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW ___ 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] Web/ticket URL missing in html mails
Hi ,
RT Version : 3.8.2
OS : fc11
In Admin Correspondence template i am using :
RT-Attach-Message: Yes
Content-Type: text/html
Content:
URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
it generates html email fine but the problem is Ticket URL is missing
in all html emails. Any idea?
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Re: [rt-users] Getting an odd error when trying to resolve a ticket....
On 12/22/09 1:56 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Dec 22, 2009 at 01:00:35PM -0800, Gary Greene wrote: In our test environment, which soon will be our live install of RT, we're seeing an odd error that is blocking tickets from being resolved: RT::Ticket:: Unimplemented in HTML::Mason::Commands. (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128) This occurs when clicking the Resolve link in a ticket's view. We're using RT 3.8.1 with customizations to the web UI to simplify the view a little more. If you need any additional information to help me diagnose and resolve this, please ask. Sounds like one of your local customizations made $TicketObj-$action be called without $action being set to Comment or Correspond -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 Found the problem. Thanks. By the way, which template adds the header to the top of the page (where it says 'RT for $domainLogged in as $userid | Preferences | Log out' ?) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ 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-3.8.6 is already installed... Error code 1
I meant to send this in my last email. What is wrong with the following? I am getting HTTP 403 error when trying to access http://servername/rt/index.html Alias /rt/ /usr/local/share/rt38/html Directory /usr/local/share/rt38/html Order allow,deny Allow from all /Directory PerlRequire /usr/local/share/rt38/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location -Original Message- From: Matthew Seaman [mailto:m.sea...@infracaninophile.co.uk] Sent: Tuesday, December 22, 2009 9:38 AM To: Zach Boettner Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1 Zach Boettner wrote: Can anyone tell me why I am getting the following error and how to resolve it? I'm trying to install RT38 from the ports in FreeBSD 8. It creates the /usr/local/www/rt38 directory but it is empty. And I get the following error. How can I get past this? I am fairly new to FreeBSD and installation of RT. Thanks! /usr/local/www/rt38 is actually meant to be empty. It's the location for installing customizations and add-on RT packages. Look at /usr/local/lib/perl5/site-perl/5.10.1/RT, /usr/local/share/rt38 and /usr/local/etc/rt38 for the majority of the code. Looks like you have actually managed to get RT installed successfully: all you need now is to set up the database, sort out the Apache config and start using it. Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW ___ 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] Web/ticket URL missing in html mails
Try removing the angle brackets
;) HTML Email will gobble up your link. You may want to fully qualify a
anchor tag in this case... e.g. a href=. /a
-Brian
On Dec 22, 2009 7:36 PM, Linux student mysubli...@gmail.com wrote:
Hi ,
RT Version : 3.8.2
OS : fc11
In Admin Correspondence template i am using :
RT-Attach-Message: Yes
Content-Type: text/html
Content:
URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
it generates html email fine but the problem is Ticket URL is missing
in all html emails. Any idea?
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___
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