[rt-users] Search in MySQL for Queue changed from SOMEQUEUE to ANOTHERQUEUE
Hi Guys, I urgently need some assistance. There has been an incorrect build update and the only way I can track is by looking in the Ticket History it says Queue changed from queue1 to queue2. Is there any place in the MySQL DB i can search for that string to build up a list of ID's ? Regards Ronald Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] External Authentication with LDAPS
Hi Mike, thanks to help me! I've turned on RT's debug mode ( addSet($LogToFile, '*debug*'); Set($LogDir, '/var/log/rt'); in my RT_Siteconfig.pm). Now, when I try to loggin with a LDAP account, this lines are written in my log file: [Thu Jul 29 07:46:08 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Jul 29 07:46:08 2010] [debug]: Attempting to use external auth service: LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Jul 29 07:46:08 2010] [debug]: Calling UserExists with $username (anthony.brodard) and $service (LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Jul 29 07:46:08 2010] [debug]: UserExists params: username: anthony.brodard , service: LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) *[Thu Jul 29 07:46:30 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.[Blanked].fr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) * [Thu Jul 29 07:46:30 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Jul 29 07:46:30 2010] [error]: FAILED LOGIN for anthony.brodard from [IP] (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) I try a telnet on server: [rt-test]~ # telnet ldap.[Blanked].fr 636 Trying [IP]... Connected to ldap.[Blanked].fr. Escape character is '^]'. Maybe RT use the LDAP's default port (389), not the LDAPS (636). How can i see it or modify in RT_Siteconfig.pm ? Regards, Anthony 2010/7/28 Mike Johnson mike.john...@nosm.ca Hi, Try turning on RT's logging in debug mode. That helped me figure out what was going on with my ExternalAuth. In the log, before the FAILED line you should see a few lines showing you if it's connecting to your LDAP, finding user etc. Work from there! Mike. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] External Authentication with LDAPS
If you read the ExternalAuth's RT_SiteConfig.pm in /RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm It shows you how to set the port you are connecting on. Set that to the port your LDAP server is listening to. Good luck MIke. On Thu, Jul 29, 2010 at 4:04 AM, Anthony BRODARD brodard.anth...@gmail.comwrote: Hi Mike, thanks to help me! I've turned on RT's debug mode ( addSet($LogToFile, '*debug*'); Set($LogDir, '/var/log/rt'); in my RT_Siteconfig.pm). Now, when I try to loggin with a LDAP account, this lines are written in my log file: [Thu Jul 29 07:46:08 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Jul 29 07:46:08 2010] [debug]: Attempting to use external auth service: LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Jul 29 07:46:08 2010] [debug]: Calling UserExists with $username (anthony.brodard) and $service (LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Jul 29 07:46:08 2010] [debug]: UserExists params: username: anthony.brodard , service: LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) *[Thu Jul 29 07:46:30 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.[Blanked].fr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) * [Thu Jul 29 07:46:30 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Jul 29 07:46:30 2010] [error]: FAILED LOGIN for anthony.brodard from [IP] (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) I try a telnet on server: [rt-test]~ # telnet ldap.[Blanked].fr 636 Trying [IP]... Connected to ldap.[Blanked].fr. Escape character is '^]'. Maybe RT use the LDAP's default port (389), not the LDAPS (636). How can i see it or modify in RT_Siteconfig.pm ? Regards, Anthony 2010/7/28 Mike Johnson mike.john...@nosm.ca Hi, Try turning on RT's logging in debug mode. That helped me figure out what was going on with my ExternalAuth. In the log, before the FAILED line you should see a few lines showing you if it's connecting to your LDAP, finding user etc. Work from there! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RSS Feeds
I understand that 3.8.8 allowed the RSS feeds to use some kind of authentication token - does anyone know how this is done? Confidentiality: The contents of this e-mail and any attachments transmitted with it are intended to be confidential to the intended recipient; and may be privileged or otherwise protected from disclosure. If you are not an intended recipient of this e-mail, do not duplicate or redistribute it by any means. Please delete it and any attachments and notify the sender that you have received it in error. This message was sent from WHG Trading Limited (registered company number 101439) and/or WHG (International) Limited (registered company number 99191), both of which are registered in Gibraltar whose registered office addresses are: 6/1 Waterport Place, Gibraltar. This e-mail may relate to, or be sent on behalf of, a subsidiary or other affiliated company of WHG Trading Limited and/or WHG (International) Limited. Unless specifically indicated otherwise, the contents of this e-mail are subject to contract; and are not an official statement, and do not necessarily represent the views, of WHG Trading Limited and/or WHG (International) Limited, any of their subsidiaries or affiliated companies. Please note that neither WHG Trading Limited nor WHG (International) Limited, nor their subsidiaries and affiliated companies can accept any responsibility for any viruses contained within this e-mail and it is your responsibility to scan any emails and their attachments. WHG Trading Limited and WHG (International) Limited, and their subsidiaries and affiliated companies may monitor e-mail traffic data and also the content of e-mails for effective operation of the e-mail system, or for security, purposes. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExternalAuth workaround? while waiting for 0.9
Greetings all, Has anyone that is using ExternalAuth developed a workaround for the new user creation issue with ExternalAuth? The issue was outlined in another rt-user message(I can't seem to find now). It relates to when non-privleged users are created through the creation of a ticket from an email, and then they login using LDAP. The email generates a user with username and email address as their email address. ExternalAuth throws an error when it attempts to create the new user, as a user already exists with the same email address. I need ExternalAuth to find the user that has the same email address, and change that user's info to the info it grabs from LDAP. If I was a perl programmer, I'd figure out how to customize it myself, but unfortunately, I'm just stepping into that world... most perl stuff i use, I've borrowed from the web :P Has anyone developed a workaround? The only thing I can think of, is taking all LDAP users, and loading them into RT with their info, and everytime a new user is created in LDAP, they get created in RT... but that seems like a fair amount of work Thanks! -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RSS Feeds
On Thu, Jul 29, 2010 at 01:20:25PM +, giles.cooc...@williamhill.com wrote: I understand that 3.8.8 allowed the RSS feeds to use some kind of authentication token - does anyone know how this is done? The auth tokens are baked into the RSS link available from search results. -kevin pgpEDpodNpIuF.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExternalAuth workaround? while waiting for 0.9
On Thu, Jul 29, 2010 at 09:36:33AM -0400, Mike Johnson wrote:
Greetings all,
Has anyone that is using ExternalAuth developed a workaround for the new
user creation issue with ExternalAuth?
The issue was outlined in another rt-user message(I can't seem to find
now). It relates to when non-privleged users are created through the
creation of a ticket from an email, and then they login using LDAP. The
email generates a user with username and email address as their email
address. ExternalAuth throws an error when it attempts to create the new
user, as a user already exists with the same email address.
I need ExternalAuth to find the user that has the same email address, and
change that user's info to the info it grabs from LDAP.
If I was a perl programmer, I'd figure out how to customize it myself, but
unfortunately, I'm just stepping into that world... most perl stuff i use,
I've borrowed from the web :P
Has anyone developed a workaround?
The only thing I can think of, is taking all LDAP users, and loading them
into RT with their info, and everytime a new user is created in LDAP, they
get created in RT... but that seems like a fair amount of work
Thanks!
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
Hi Mike,
We use a customized version of the CanonicalizeEmailAddress() function
which looks up the E-mail address in the LDAP directory and maps it to
their primary E-mail address before creating the account. Then it does
not conflict with the ExternalAuth process which will then pull the
same information. Here is our version which should give you some ideas:
sub CanonicalizeEmailAddress {
my $self = shift;
my $email = shift;
# Leave some addresses intact
if ( $email =~ /[\w-...@mysafe1.rice.edu$/ ) {
return ($email);
}
if ( $email =~ /[\w-...@mysafe2.rice.edu$/ ) {
return ($email);
}
# Example: the following rule would treat all email
# coming from a subdomain as coming from second level domain
# foo.com
if ( my $match = RT-Config-Get('CanonicalizeEmailAddressMatch') and
my $replace = RT-Config-Get('CanonicalizeEmailAddressReplace') )
{
$email =~ s/$match/$replace/gi;
}
$email .= '@rice.edu' if ($email =~ /^[\w-]+$/);
#
# Now we should have an Email address that is of the form a...@rice.edu
# Use LDAP to map this to the primary vanity Email alias.
my $params = ( Name = undef,
EmailAddress = undef);
my $ldap = new Net::LDAP($RT::LdapServer)
or $RT::Logger-critical(CanonicalizeEmailAddress: Cannot connect to
LDAP\n),
return ($email);
my $mesg = $ldap-bind();
if ($mesg-code != LDAP_SUCCESS) {
$RT::Logger-critical(CanonicalizeEmailAddress: Unable to bind to
$RT::LdapServer: ,
ldap_error_name($mesg-code), \n);
return ($email);
}
# First check to see if the E-mail address uniquely characterizes the
# user. If so, update the information with the LDAP query results.
my $filter = (mailAlternateAddress=$email);
$mesg = $ldap-search(base = $RT::LdapBase,
filter = $filter,
attrs = [ $RT::LdapMailAttr ]);
if ($mesg-code != LDAP_SUCCESS and $mesg-code != LDAP_PARTIAL_RESULTS) {
$RT::Logger-critical(Unable to search in LDAP: ,
ldap_error_name($mesg-code), \n);
return ($email);
}
# The search succeeded with just one match
if ($mesg-count == 1) {
$email = ($mesg-first_entry-get_value($RT::LdapMailAttr))[0];
}
$mesg = $ldap-unbind();
if ($mesg-code != LDAP_SUCCESS) {
$RT::Logger-critical(Could not unbind from LDAP: ,
ldap_error_name($mesg-code), \n);
}
undef $ldap;
undef $mesg;
return ($email);
}
You will also need these somewhere ahead of there use:
use Net::LDAP;
use Net::LDAP::Constant qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS);
use Net::LDAP::Util qw (ldap_error_name);
use Net::LDAP::Filter;
We have them at the top under use strict.
Cheers,
Ken
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[rt-users] Where do I put additional images?
I'm trying to add some additional content to the login page, which includes a couple of extra images. Where should I be putting these so that I can refer to them in my modified login screen? So far I have: local/html/Elements/Login with my changes in it. So I put the images in local/html/NoAuth/images/xyz.png and then copied the autohandler from share/html/NoAuth/images, just for luck, and referred to it as NoAuth/images/xyz.png in my CSS. That doesn't work though, so it seems the usual RT overlay style of doing things is not supported for images. Where should they go? Last time I did this, I ended up with a little non-RT-handled directory configured in Apache to serve my javascript and images, but this time I'd like to figure out how to do it properly... fishing through the RT codebase to find which parts I have changed is a pain! Also, is there any kind of guide to skinning, or otherwise fooling with the CSS in RT? Thanks, Howie Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Batch user import?
I'd like to import users into Request Tracker from a CSV or similar file. I found some info on gossamer, but not enough to get a working solution. Any really practical solutions are really appreciated. -- Carol Sabbar Director of Information Services Carthage College csab...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] direct links to certain tasks while posting comments
I am sending this message again because I never even saw it show up on the
mailing list, sorry if it did and just never got responses.
In the emails that we get from RT we've added links like:
Resolve: {$RT::WebURL}Ticket/Modify.html?id={$Ticket-id}Status=resolved
This allows us to resolve a ticket with one click from the email.
Now we are wondering if there is a way in which we can add a
comment=something so that a comment is added to the ticket saying that it
was resolved.
We would want the same for our link to take the ticket.
Take: {$RT::WebURL}Ticket/Display.html?Action=Takeid={$Ticket-id}
So is there a url parameter we can use for comment?
Thanks,
--Carlos
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Re: [rt-users] External Authentication with LDAPS
make sure you reply to the list, very important to share all this so others can learn. The only thing I could think of is your LDAP settings are incorrect somewhere. Some things I found when I was setting things up 1. user = the fully qualified CN of the user(ie CN=Mike Johnson,OU=Users,OU=mycompany,OU=mydomain,OU=local 2. filter and d_filter have to have valid settings 3. Group/Group_Attr had to have settings. I was binding to an AD, so I'm not 100% on 3 if it isn't an AD... but 1 and 2 hold true for any LDAP. HTH Mike. On Thu, Jul 29, 2010 at 9:38 AM, Anthony BRODARD brodard.anth...@gmail.comwrote: TLS argument is already sets to 1. I don't know how to see if it's the ldap's server which refuses the connection, or it's an other problem. 2010/7/29 Mike Johnson mike.john...@nosm.ca Oops, looking at it again, i was looking at the mysql config part, not ldap. i think the only way you can adjust what port you are connecting to through LDAP is specifying if it's TLS or not(I believe TLS is 636? google to confirm). You said you are supposed to be connecting on 636, so set the tls argument in your LDAP settings to 1. restart apache and give it a shot. Good luck! Mike. On Thu, Jul 29, 2010 at 8:48 AM, Mike Johnson mike.john...@nosm.cawrote: If you read the ExternalAuth's RT_SiteConfig.pm in /RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm It shows you how to set the port you are connecting on. Set that to the port your LDAP server is listening to. Good luck MIke. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
I would copy and paste, but the terminal to the remote CentOS box is on another computer. That line was one line, I didn't know that it had been formatted incorrectly. The syntax error says that there is an error at /usr/bin/rt-mailgate which I assumed meant that the error was before that argument, if that is incorrect please tell me. But I am going to read the man page now and see if I can fix it. Ill post here again if I have any problems, thanks to everyone who helped :D George On Thu, Jul 29, 2010 at 6:23 AM, Rob MacGregor rob.macgre...@gmail.comwrote: On Wed, Jul 28, 2010 at 23:24, George Simpson simpsongeorg...@gmail.com wrote: It still has problems at /usr/bin/perl, is there any detailed set up guide for fetchmail and RT on centos that helps with creating tickets via email? thanks so much. It would probably help if you copy-and-pasted the error messages, rather than interpreting them for others ;) I assume the error is from the MDA line you posted? mda /usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \ --queue support --action correspond Did you try making that a single line? -- Please keep list traffic on the list. Rob MacGregor Whoever fights monsters should see to it that in the process he doesn't become a monster. Friedrich Nietzsche Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] WikiText as RTFM Content
Is anyone using WikiText fields to create formatted content for their RTFM Articles? If so, I've noticed that including an article in an email reply includes the wikitext field content unformatted, which is a bit user unfriendly. I was curious if anyone has found a workaround for this? I'm thinking maybe either an extension that converts from Wiki to RTF/HTML, or an extension that modifies the 'include RTFM Article' function to simply include a link to the wiki article instead of the article itself (from within /Ticket/Update.html). Peter Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] HTML IE issue: CF select one value where Cat are based on another CF
Hi; rt-3.8.8 apache2 Using Internet explorer 8 I have a custom field where the Categories are based on another , using Internet explorer when users are selecting the values for both fields and clicking on Save Changes the dropdown for the dependant CF is reverting to (no value), however the value have been submitted and viewing the html source show the required value is selected. For example: I have CF called browsers with values Internet Explorer Firefox Another CF called versions with Name: Category:as follows: IE V 5.5 Internet Explorer IE V6 Internet Explorer FF V2 Firefox FF V3 Firefox When updating a ticket custom fields using internet explorer: I can select Firefox from browsers and the versions drop down will show me FFV2 and FFV3 only - which is correct behaviour However when I choose FF V2 and click save changes the versions dropdown is showing (no value) where it should be FF V2 , and the html source is indeed showing that the option where value = FF V2 is selected. Has anyone else come across this and have they a fix, I understand that optgroup is new , however Internet explorer (version 8) should be able to handle this!? Any suggestions? Thanks; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
Hi yeah, sorry for the http://localhost/rt3, its really something like 174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove the perl call, but how do I send an email from the command line? On Thu, Jul 29, 2010 at 9:42 AM, Joachim Thuau joachim.th...@heavy-iron.com wrote: mda /usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \ --queue support --action correspond A couple of thing to try: · Mda “/usr/bin/perl … o You listed mailgate in the smrsh, but not perl. You will need to remove the /usr/bin/perl as it’s not needed (the script will call on it from the #! at the top of rt-mailgate) · --url https://localhost/ o Usually, people put an extra level for RT on their servers like https://blah.tld/rt3/ (so that it’s easier to have un-authenticated icons and stuff not managed by mod_perl (separating the various static and non-static bits of RT. Are you sure that the URL above is the proper one? You should also probably use the actual URL as seen from other hosts, as there might be some code running that uses that to figure out where to put it all… And a couple of questions: · Does RT-mailgate work with a dummy email from the command line? You might want to confirm that all your parameters to mailgate are working… · Confirm the URL to get to RT (open the web interface, at the login prompt, and use that exact URL shown in the address bar) I hope this gets you closer… Thanks, Jok Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Warning - perl idiot here
How come I can't view the documentation with RT_Config.pm using perldoc? tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380. Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.8 New Installation
What do you know now? Are you going to setup in Solaris or VM or what? Kenn LBNL On Wed, Jul 21, 2010 at 8:19 PM, VPN Cluster vpn.cluster...@gmail.comwrote: Hello, I am performing my first installation of RT 3.8.8 on Redhat 5.0. I`ve looked around and there are multiple resources that kind of confusing reading several of them. I would like if you guys refer me to a possible step by step guide.. I am using Oracle as back end.. Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT3.8.2 on Centos 5.5 integration with AD
Can anyone point me to some documentation on integrating RT with Active Directory? We are using RT 3.8.2 on CentOs 5.5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
I apologize for the confusion, but what do I put with the blahblahblah? a path or the --queue general --action correspond part? On Thu, Jul 29, 2010 at 11:09 AM, Joachim Thuau joachim.th...@heavy-iron.com wrote: Add “tee” to the smrsh (“which tee” will tell you where it’s hiding) And change the MDA line from mda “rt-mailgate blhablhab” to mda “tee /tmp/maildump” send one email, and see the content being dumped into the file “/tmp/maildump” -- it’s all text. From there, you can use the following to test: cat /tmp/maildump | rt-mailgate blahblah from the command line to confirm that the rt-mailgate command is working… Thanks, Jok *From:* George Simpson [mailto:simpsongeorg...@gmail.com] *Sent:* Thursday, July 29, 2010 9:57 AM *To:* Joachim Thuau *Cc:* Rob MacGregor; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Configure Fetchmail to create tickets Hi yeah, sorry for the http://localhost/rt3, its really something like 174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove the perl call, but how do I send an email from the command line? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Warning - perl idiot here
Running SuSE Enterprise Linux 10, SP3. Executing perldoc /opt/rt3/etc/RT_Config.pm as root. The error occurs on line 1380 of /usr/lib/perl5/5.8.8/Pod/Perldoc.pm, which is this: open(TEST,, $file) or die Can't open $file: $!; # XXX 5.6ism So, it doesn't have permission to open a file? I don't follow. Sorry. Mike Michael James mja...@stonebridgebank.com 7/29/2010 1:55 PM How come I can't view the documentation with RT_Config.pm using perldoc? tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380. Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Warning - perl idiot here
Try: perldoc -F On Thu, Jul 29, 2010 at 1:55 PM, Michael James mja...@stonebridgebank.com wrote: How come I can't view the documentation with RT_Config.pm using perldoc? tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380. Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Two RT installations
Definitely do-able. Start with the wiki page on MultipleInstances. Also, figure out how to use NameVirtualHost in Apache. Read all the options for configure and make sure you set up different local-prefixes for each instance. I can give you some working configurations (working in SLES10 anyway). I use postfix/sendmail and it's pretty easy to set up aliases. Mike foram goram foramgo...@yahoo.com 7/26/2010 3:06 PM Hi, Is it possible to have two RT installations on the same server? If yes, how?. Thanks The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] search returns blank pages for tickets in queues user has no access to
Hi all, One of my users has the following search query: Owner = 'Nobody' AND Queue != 'spam' AND ( Status = 'new' OR Status = 'open' ) sorted by LastUpdated, Asc, 50 per page. The search returns 268 tickets, split across 6 pages. That is fine. However, this user does not have access to one of the queues that some of the tickets are in. Since the first 50 tickets returned by the search are in that queue, the user sees a blank results page, instead of the search just going on to the next batch. In other words, the user still sees 6 pages, only the pages do not contain 50 tickets each like they should. If only 150 of the tickets are visible to the user, then the search should return 150 tickets split across 3 pages, instead of returning all of the tickets and hiding some of them. I am using RT 3.8.8. Has anybody else encountered this problem, and is there a workaround or fix for it? Thanks, -matyas -- Mátyás Selmeci mat...@cs.wisc.edu Department of Computer Sciences University of Wisconsin-Madison Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Warning - perl idiot here
Returns nothing. Ah well, I'll just read the darned file and skip over the pod formatting. Thanks for the suggestion. Mike tracker:~ # perldoc -F /opt/rt3/etc/RT_Config.pm tracker:~ # Todd Chapman t...@chaka.net 7/29/2010 3:06 PM Try: perldoc -F On Thu, Jul 29, 2010 at 1:55 PM, Michael James mja...@stonebridgebank.com wrote: How come I can't view the documentation with RT_Config.pm using perldoc? tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380. Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approvals not working
I queried the rt3 MySQL database to see what I could see vis-a-vis the approval
process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy.
If you can explain the results of Quick search in #5, I would be highly
appreciative!
1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt
approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04
19:42:12', 0
2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
19 rows fetched. Here are some columns of data. Sorry I can't show all.
id EffectiveId Status
11571157new
28492849new
74587458new
74617461new
74647464new
74667466new
820 820 resolved
822 822 resolved
824 824 resolved
26572657resolved
28512851resolved
28762876resolved
28782878resolved
28802880resolved
28822882resolved
28842884resolved
28862886resolved
28882888resolved
29172917resolved
3. Now, note the headers below for ticket #7461, which confirms Queue =
ChangeApproval.
Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
Queue: ChangeApproval
Subject: Approve Change Request for another test
Owner: Nobody
Requestors:
Status: new
Ticket URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461
Someone has created a Change Request. Please review.
4. SELECT * FROM `rt3`.`Tickets` where id = '7461'
id EffectiveId Queue Type
7461746122 approval
5. From my RT at a Glance page, when I click on the quick search for
ChangeApproval queue - returns 0 hits.
http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue =
'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')
Why don't any of the approvals with status=new show in the results screen? Any
ideas what is going on here?
Mike
Michael James mja...@stonebridgebank.com 7/28/2010 4:57 PM
It worked on 3.4.6, which is the version we were using before 3.8.8.
Foggi, Nicola nfo...@depaul.edu 7/28/2010 4:48 PM
I was never able to get a queue working with approvals other than the default
__Approvals queue, if you use that does it work?
Nicola
-Original Message-
From: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
Subject: [rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify Stonebridge Bank
immediately by replying to this message and deleting it from your computer.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approvals not working
i spent a good few weeks playing with it before, and i just resorted to using
the __Approvals queue... but i remember seeing inconsistencies in some of the
docs about how to setup approvals under older version and what i was seeing in
3.8... if i remember correctly, some of the approval stuff was done via scrips
before, those are now no longer there and are handled within the DB/APP, but
not just a simple scrip anymore...
Nicola
-Original Message-
From: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Thu 7/29/2010 3:43 PM
To: RT Users
Subject: Re: [rt-users] Approvals not working
I queried the rt3 MySQL database to see what I could see vis-a-vis the approval
process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy.
If you can explain the results of Quick search in #5, I would be highly
appreciative!
1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt
approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04
19:42:12', 0
2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
19 rows fetched. Here are some columns of data. Sorry I can't show all.
id EffectiveId Status
11571157new
28492849new
74587458new
74617461new
74647464new
74667466new
820 820 resolved
822 822 resolved
824 824 resolved
26572657resolved
28512851resolved
28762876resolved
28782878resolved
28802880resolved
28822882resolved
28842884resolved
28862886resolved
28882888resolved
29172917resolved
3. Now, note the headers below for ticket #7461, which confirms Queue =
ChangeApproval.
Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
Queue: ChangeApproval
Subject: Approve Change Request for another test
Owner: Nobody
Requestors:
Status: new
Ticket URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461
Someone has created a Change Request. Please review.
4. SELECT * FROM `rt3`.`Tickets` where id = '7461'
id EffectiveId Queue Type
7461746122 approval
5. From my RT at a Glance page, when I click on the quick search for
ChangeApproval queue - returns 0 hits.
http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue =
'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')
Why don't any of the approvals with status=new show in the results screen? Any
ideas what is going on here?
Mike
Michael James mja...@stonebridgebank.com 7/28/2010 4:57 PM
It worked on 3.4.6, which is the version we were using before 3.8.8.
Foggi, Nicola nfo...@depaul.edu 7/28/2010 4:48 PM
I was never able to get a queue working with approvals other than the default
__Approvals queue, if you use that does it work?
Nicola
-Original Message-
From: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
Subject: [rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby
Re: [rt-users] Configure Fetchmail to create tickets
Fetchmail feeds the mail to your mda command line. Adding and/or replacing the beginning of that command with tee will save a copy of what fetchmail feeds to the mda into that tmp file. Once you have the content of the stream, you can easily feed it directly by hand, and verify that everything else is working (and that your problem is actually with fetchmail. So to answer your question: mda /usr/bin/rt-mailgate -queue support -url http://localhost/rt3; becomes mda /usr/bin/tee /tmp/maildump | /usr/bin/rt-mailgate -queue support -url http://localhost/rt3; (adjust the parameters to rt-mailgate as needed...) once you have done that once, you will have a maildump file with the content that fetchmail feeds to rt-mailgate, and you can use it to simulate feeding a mail to rt-mailgate with cat /tmp/maildump | rt-mailgate -queue support -url http://localhost/rt3 (adjust the parameters as needed ... same as above) Does this make more sense? Jok From: George Simpson [mailto:simpsongeorg...@gmail.com] Sent: Thursday, July 29, 2010 11:28 AM To: Joachim Thuau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Configure Fetchmail to create tickets I apologize for the confusion, but what do I put with the blahblahblah? a path or the --queue general --action correspond part? On Thu, Jul 29, 2010 at 11:09 AM, Joachim Thuau joachim.th...@heavy-iron.commailto:joachim.th...@heavy-iron.com wrote: Add tee to the smrsh (which tee will tell you where it's hiding) And change the MDA line from mda rt-mailgate blhablhab to mda tee /tmp/maildump send one email, and see the content being dumped into the file /tmp/maildump -- it's all text. From there, you can use the following to test: cat /tmp/maildump | rt-mailgate blahblah from the command line to confirm that the rt-mailgate command is working... Thanks, Jok From: George Simpson [mailto:simpsongeorg...@gmail.commailto:simpsongeorg...@gmail.com] Sent: Thursday, July 29, 2010 9:57 AM To: Joachim Thuau Cc: Rob MacGregor; rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Configure Fetchmail to create tickets Hi yeah, sorry for the http://localhost/rt3, its really something like 174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove the perl call, but how do I send an email from the command line? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
--- On Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca wrote: From: Mike Johnson mike.john...@nosm.ca Subject: Re: [rt-users] RTAddressRegexp - not clear to me To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, July 27, 2010, 11:56 AM You need to include both, the queue email addresses, AND anything that forwards email to RT. That setting prevents RT from sending emails that will loop infinitely in your system. For example. RT is setup with the basic autoreply, and reply on correspondence etc. RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT queue. If i...@here.com emails supp...@here.com the general queue will autoreply to i...@here.com which will create a ticket and autoreply to supp...@here.com which will create a ticket and auto-reply to i...@here.com etc etc etc Big loop, never ending, blow up RT :P If you set the regular expression to supp...@here.com when RT emails out, it'll filter any emails going to supp...@here.com. This will ensure no loop happens. SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through. Hope this helps! Mike. Mike: It makes sense, and I suspect my RT2 was vulnerable to this sort of thing. But I've run it since 2001 and never had this happen. But I can see how it could. I would imagine people with evil out of office responders would/could create tickets as well, but I think most mail servers (even Exchange) is smart enough to only send 1 out of office message. So, what does RT do with the email/ticket if it matches? Does it get silently dropped? Also, I ~thought~ sendmail/postfix was smart enough to kill loops (or prevent them from starting) based on the information in the email header. Apparently not the case? If RT doesn't retain any of that information, sendmail/postfix might see it as a new message every time.. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
