[rt-users] Autoreply for CC
Hi, I am using RT 3.8.7. When RT sends back a acknowledgment to requestor it is not including CC addresses from mail. How can I make this happen? RT should send a mail to requestor and separate mail to CC addresses. -- View this message in context: http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
testwreq wreq wrote: Has anyone used RT::Authen::ExternalAuth for integrating with Active Directory? That's primarily what it's for. I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Follow the manual install instructions. -- Kind Regards, __ Mike Peachey, IT Systems Administrator Low Power RF Solutions (formerly Jennic Ltd.) NXP Semiconductors Furnival Street, Sheffield, S1 4QT, UK Tel: +44 114 281 2655 Fax: +44 114 281 2951 Comp Reg No: 3191371 - Registered In England http://www.nxp.com http://www.jennic.com __ 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 for your replies.
After i had try what you said in your last mail, i've decide to reinstall a
new clean RT, and test only the external authentication plugin.
So, this is a part of my new RT_SiteConfig, with your last recommendations:
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 1);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, { 'My_LDAP' = {
'type' = 'ldap',
'server' = 'ldap.mydomain',
'user' = 'cn=auth,o=others,dc=blanked,dc=fr',
'pass' = 'x',
'base' = 'dc=blanked,dc=fr',
'filter' = '(uid=*)',
'd_filter' = 'objectClass=Nothing',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' =
# 'group_attr' =
'attr_match_list' = ['Name'],
'attr_map' = { 'Name' = 'uid'},
}
});
And in my error-rt.log:
[Mon Aug 2 09:26:09 2010] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
ldap.blank.fr(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Mon Aug 2 09:26:09 2010] [error]: FAILED LOGIN for anthony.brodard from
10.1.104.30 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
I don't understand how to sets the fields d_filter, group, group_attr.
Thanks
Anthony BRODARD
2010/7/29 Mike Johnson mike.john...@nosm.ca
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.com wrote:
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
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
And here, another logs generate with debug: [Mon Aug 2 12:05:00 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) [Mon Aug 2 12:05:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Aug 2 12:05:00 2010] [error]: FAILED LOGIN for anthony.brodard from 10.1.104.30 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) [Mon Aug 2 12:05:01 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) [Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Aug 2 12:05:01 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon Aug 2 12:05:01 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:168) [Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Aug 2 12:05:01 2010] [debug]: Calling UserExists with $username (anthony.brodard) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Mon Aug 2 12:05:01 2010] [debug]: UserExists params: username: anthony.brodard , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:168) 2010/7/29 Mike Johnson mike.john...@nosm.ca 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.com wrote: 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autoreply for CC
You need to create a scrip to send to CC's. Just like the requestor one. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of jendras Sent: Monday, August 02, 2010 2:38 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Autoreply for CC Hi, I am using RT 3.8.7. When RT sends back a acknowledgment to requestor it is not including CC addresses from mail. How can I make this happen? RT should send a mail to requestor and separate mail to CC addresses. -- View this message in context: http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autoreply for CC
I have changed /opt/rt3/lib/RT/Action/Autoreply.pm file to:
sub SetRecipients {
my $self=shift;
push(@{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses);
push(@{$self-{'Cc'}}, $self-TicketObj-Cc-MemberEmailAddresses);
push(@{$self-{'Cc'}},
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses);
return(1);
}
But then even normal autoreply is not working.
Do you have another idea?
Mark Jenks-2 wrote:
You need to create a scrip to send to CC's. Just like the requestor
one.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of jendras
Sent: Monday, August 02, 2010 2:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Autoreply for CC
Hi,
I am using RT 3.8.7.
When RT sends back a acknowledgment to requestor it is not including CC
addresses from mail.
How can I make this happen? RT should send a mail to requestor and
separate
mail to CC addresses.
--
View this message in context:
http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the
email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize
the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Setting RT to gather stats and bill for tickets
I didn't get any response to this - I'm assuming it's either far too
easy to do and I should know how to do it or it's too complicated and
nobody has done it ...
Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Paul
Broadwith
Sent: 28 July 2010 20:03
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting RT to gather stats and bill for tickets
I'm hoping somebody can point me in the right direction or even better,
somebody has already done this. I've been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It's great. I love it. But it's Perl based and I'm not J
What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).
I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff. When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it's server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say 'this month we did 14 hours of work on
servers, 52 on workstations' Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.
I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?
Any help much appreciated. Thanks in advance.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of Blue Ivy Ltd.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them
to anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Setting RT to gather stats and bill for tickets
Hi,
first have a look onto these both addons:
http://github.com/bestpractical/rt-extension-activityreports
http://github.com/bestpractical/rt-extension-activityreports
http://github.com/bestpractical/rt-extension-activityreports-billing
http://github.com/bestpractical/rt-extension-activityreports-billingThink
this is what you are looking for.
Torsten
2010/8/2 Paul Broadwith paul.broadw...@blueivy.co.uk
I didn’t get any response to this – I’m assuming it’s either far too easy
to do and I should know how to do it or it’s too complicated and nobody has
done it …
Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
[image: Description: blueivy_logo_emailsig.jpg]
* *
*Tel.:* 0845 862 0292
*Web:* http://www.blueivy.co.uk
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
*Sent:* 28 July 2010 20:03
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Setting RT to gather stats and bill for tickets
I’m hoping somebody can point me in the right direction or even better,
somebody has already done this. I’ve been using RT for some time now (around
a year) and started really using it heavily in the last 4 months. It’s
great. I love it. But it’s Perl based and I’m not J
What I want to do is effectively get RT to give me some stats on the type
of tickets / comments that have been logged and what they are logged for. I
want to also be able to flag each ticket response as billable or unbillable
and be able to total it up (either manually or preferably automatically).
I have clients on different contracts. Some get server work included, some
server and workstations and some everything. Sometimes a ticket will include
work on servers, workstations or other stuff. When I do some work, I enter
a comment about it and how long it took. What I want to do is enter a
comment, flag whether it’s server, workstation, other or onsite work and
whether it is billable or not. At the end of the month I would like to get a
list of all the comments and group them by workstation / server etc. and say
‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
etc. I could also then total all the billable work and invoice for that
accordingly as each client has their own queue.
I am about to look at Custom Fields in the hope it will help me, but before
I do this would anybody be able to tell me if this is the way to go or if
there is a better way to do it?
Any help much appreciated. Thanks in advance.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
[image: Description: blueivy_logo_emailsig.jpg]
* *
*Tel.:* 0845 862 0292
*Web:* http://www.blueivy.co.uk
--
Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of Blue Ivy Ltd.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.
Please contact the sender if you believe you have received this email in
error.
--
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Setting RT to gather stats and bill for tickets
And yes, the rest i can find in your description sounds very much like
CustomFields.
Torsten
2010/8/2 Paul Broadwith paul.broadw...@blueivy.co.uk
I didn’t get any response to this – I’m assuming it’s either far too easy
to do and I should know how to do it or it’s too complicated and nobody has
done it …
Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
[image: Description: blueivy_logo_emailsig.jpg]
* *
*Tel.:* 0845 862 0292
*Web:* http://www.blueivy.co.uk
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
*Sent:* 28 July 2010 20:03
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Setting RT to gather stats and bill for tickets
I’m hoping somebody can point me in the right direction or even better,
somebody has already done this. I’ve been using RT for some time now (around
a year) and started really using it heavily in the last 4 months. It’s
great. I love it. But it’s Perl based and I’m not J
What I want to do is effectively get RT to give me some stats on the type
of tickets / comments that have been logged and what they are logged for. I
want to also be able to flag each ticket response as billable or unbillable
and be able to total it up (either manually or preferably automatically).
I have clients on different contracts. Some get server work included, some
server and workstations and some everything. Sometimes a ticket will include
work on servers, workstations or other stuff. When I do some work, I enter
a comment about it and how long it took. What I want to do is enter a
comment, flag whether it’s server, workstation, other or onsite work and
whether it is billable or not. At the end of the month I would like to get a
list of all the comments and group them by workstation / server etc. and say
‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
etc. I could also then total all the billable work and invoice for that
accordingly as each client has their own queue.
I am about to look at Custom Fields in the hope it will help me, but before
I do this would anybody be able to tell me if this is the way to go or if
there is a better way to do it?
Any help much appreciated. Thanks in advance.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
[image: Description: blueivy_logo_emailsig.jpg]
* *
*Tel.:* 0845 862 0292
*Web:* http://www.blueivy.co.uk
--
Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of Blue Ivy Ltd.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.
Please contact the sender if you believe you have received this email in
error.
--
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] I am not content with the name StealTicket
Hello, everybody using RT properly knows the right StealTicket in order to take a ticket over. As a believing Christian, I am not content with that name as I do not want to steal anything. It is better to name that right TakeTicketOver, so it is granted that the user takes a ticket over with permission of the user. By the RT should create a new right called ConfiscateTicket, that the means that user can confiscate a ticket. Such a right is very useful if the ticket contains racial or pornographic content. Greetings, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I am not content with the name StealTicket
As a unix sysadmin for an Oracle farm and a Christian myself, I'm mildly amused by the fact that I have to 'kill' processes all the time. But it's a purely semantic issue and I'd feel rather absurd to want to muddy the language with this politically correct rewording. I'd argue that the spirit of what's happening here is not at odds with the spirit of the biblical mandate. Not that I'm a vegetarian or something, but when you eat fish, you also kill them. I think that to split hairs to this level would be an injustice and an insult to the spirit of scripture. On 08/02/10 09:53, Wolfram Huettermann wrote: Hello, everybody using RT properly knows the right StealTicket in order to take a ticket over. As a believing Christian, I am not content with that name as I do not want to steal anything. It is better to name that right TakeTicketOver, so it is granted that the user takes a ticket over with permission of the user. By the RT should create a new right called ConfiscateTicket, that the means that user can confiscate a ticket. Such a right is very useful if the ticket contains racial or pornographic content. Greetings, Wolfram 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] I am not content with the name StealTicket
Sorry if I appear to be dismissive of you remarks, but WTF!!?? People like you who try to change established methods/semantics/ways of life/etc to make them comply with their narrow-minded set of moral practices are making the world we live in one of pathetic situations where for example, my son can not take out Little Red Riding Hood out of the school library because it might upset him due to its violent content. If you don't like the term steal, change it on your particular instance of RT but leave the rest of the world alone! I for one am happy with stealing tickets of my colleagues to work on them. And regarding the ConfiscateTicket right, it just goes to show what sort of bigoted individual you are. Trying to enter in to a dialog about religious beliefs and what is right and wrong on a technical forum is pathetic, and I feel deeply saddened by having to stoop to your level, but at the same time I was not going to let the above go unsaid. Good day to you. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wolfram Huettermann Sent: 02 August 2010 14:54 To: rt-users@lists.bestpractical.com Subject: [rt-users] I am not content with the name StealTicket Hello, everybody using RT properly knows the right StealTicket in order to take a ticket over. As a believing Christian, I am not content with that name as I do not want to steal anything. It is better to name that right TakeTicketOver, so it is granted that the user takes a ticket over with permission of the user. By the RT should create a new right called ConfiscateTicket, that the means that user can confiscate a ticket. Such a right is very useful if the ticket contains racial or pornographic content. Greetings, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3044 - Release Date: 08/01/10 19:40:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I am not content with the name StealTicket
:-) 100% ack. Am 2010 8 2 16:26 schrieb Jim Tambling jim.tambl...@datatote.co.uk: Sorry if I appear to be dismissive of you remarks, but WTF!!?? People like you who try to change established methods/semantics/ways of life/etc to make them comply with their narrow-minded set of moral practices are making the world we live in one of pathetic situations where for example, my son can not take out Little Red Riding Hood out of the school library because it might upset him due to its violent content. If you don't like the term steal, change it on your particular instance of RT but leave the rest of the world alone! I for one am happy with stealing tickets of my colleagues to work on them. And regarding the ConfiscateTicket right, it just goes to show what sort of bigoted individual you are. Trying to enter in to a dialog about religious beliefs and what is right and wrong on a technical forum is pathetic, and I feel deeply saddened by having to stoop to your level, but at the same time I was not going to let the above go unsaid. Good day to you. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wolfram Huettermann Sent: 02 August 2010 14:54 To: rt-users@lists.bestpractical.com Subject: [rt-users] I am not content with the name StealTicket Hello, everybody using RT properly knows the right StealTicket in order to take a ticket over. As a believing Christian, I am not content with that name as I do not want to steal anything. It is better to name that right TakeTicketOver, so it is granted that the user takes a ticket over with permission of the user. By the RT should create a new right called ConfiscateTicket, that the means that user can confiscate a ticket. Such a right is very useful if the ticket contains racial or pornographic content. Greetings, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3044 - Release Date: 08/01/10 19:40:00 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] I am not content with the name StealTicket
On Aug 2, 2010, at 9:26 AM, Jim Tambling wrote: Sorry if I appear to be dismissive of you remarks, but WTF!!?? People like you who try to change established methods/semantics/ways of life/etc to make them comply with their narrow-minded set of moral practices are making the world we live in one of pathetic situations where for example, my son can not take out Little Red Riding Hood out of the school library because it might upset him due to its violent content. If you don't like the term steal, change it on your particular instance of RT but leave the rest of the world alone! I for one am happy with stealing tickets of my colleagues to work on them. And regarding the ConfiscateTicket right, it just goes to show what sort of bigoted individual you are. Trying to enter in to a dialog about religious beliefs and what is right and wrong on a technical forum is pathetic, and I feel deeply saddened by having to stoop to your level, but at the same time I was not going to let the above go unsaid. Good day to you. He/she is a troll, or attempting Monday humor. Cheers-- Chahles -- Charles Johnson, Vanderbilt University Advanced Computing Center for Research Education Mailing Address: Peabody #34, 230 Appleton Place, Nashville, TN 37203 Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143, Nashville, TN 37212 Office: 615-343-4134 Cell: 615-478-5743 Fax: 615-343-7216 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to Manage a First plus Second Level Support Configuration
Hi, I've been asked to configure our RT (RT 3.8.2, migration to 3.8.8 planned during August, Mod_Perl, MySQL 5.0) to support a new process. The request is to have 2 queues with equal CF : the first one is public and everyone write in there via mail. Then some Privileged users take those tickets, fill CF and try to solve them. If 1 Level isn't able to solve, from a logical point of view, the ticket has to be passed to queue 2 Level. The request is that the first ticket [#01] will remain in the L1 queue, but will be created a new ticket [#02] in queue L2, with at least the following values : * sender * CF taken from the old ticket. #2 have to be signed as a depedency for #1 so it cannot be closed without L2 really close the derived ticket. A mechanism similar to the one activated in the Display page when you click on the Create link in the Links (green) section will be fine : https://rt.buh/Ticket/Create.html?Queue=67CloneTicket=11152DependsOn-new=11152 BUT the new ticket should be created in the L2 queues: from the Create page it's not possible to change the queue where you're going to create it. I've noticed that some parameters are passed, so I guess it would be enough to set the Queue value to L2 and I would be happy. I thought to add a flag CF: once checked the create page with clone ticket and all the other parameters populated, but how can I recall the link to the Create page populated with those parameters in a workflow - with scrips? I'm a little bit stuck in how to solve it. Have you already solved similar situations? How would you solve it? If anything isn't clear to you please ask. Any hint will be well accepted thank you! -- Andrea Perotti Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autoreply for CC
Jendras,
A couple things to keep in mind:
1. Like Mark said, you have to make sure you have a scrip for that Queue
(or Globally) that will trigger a notification to CC's for whatever
condition you want this to be on.
2. Beyond that, you haven't specified if these Cc's you mentioned were
Queue Watcher Cc's or Cc's that were merely on the original email that
created the ticket. This is important because those are two different types
of Cc's. *BECAUSE*:
1. Cc's from email does NOT automatically become Cc's for a ticket. To
do that you need to add them. This can happen 1 of 3 ways:
1. Manually. Not a lot of fun, which is why there is the next
option.
2. Create two scrips to add ALL Cc's for OnCreate and
OnCorrespond to an individual ticket. This would be on a
Queue-byQueue
basis, in case some Queue managers didn't want these Cc's to
automatically
get email.
3. Use the RT Config setting to Parse Cc's for ALL Queues
Globally (see you RT_Config.pm file for the details).
2. If these Cc's are the people that are ALWAYS interested in what's
going on in a Queue, then these Cc's are Queue Watcher Cc's and you set
them up in Basics when you create a Queue.
That's about it. Think hard about how you want to do it. There's code in the
wiki that will do the parsing of Cc's on a Queue-by-Queue basis.
Hope this helps.
Kenn
LBNL
On Mon, Aug 2, 2010 at 6:25 AM, jendras jend...@jendras.com wrote:
I have changed /opt/rt3/lib/RT/Action/Autoreply.pm file to:
sub SetRecipients {
my $self=shift;
push(@{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses);
push(@{$self-{'Cc'}}, $self-TicketObj-Cc-MemberEmailAddresses);
push(@{$self-{'Cc'}},
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses);
return(1);
}
But then even normal autoreply is not working.
Do you have another idea?
Mark Jenks-2 wrote:
You need to create a scrip to send to CC's. Just like the requestor
one.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of jendras
Sent: Monday, August 02, 2010 2:38 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Autoreply for CC
Hi,
I am using RT 3.8.7.
When RT sends back a acknowledgment to requestor it is not including CC
addresses from mail.
How can I make this happen? RT should send a mail to requestor and
separate
mail to CC addresses.
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Re: [rt-users] How to Manage a First plus Second Level Support Configuration
Andrea, If I understand you correctly, you want to be able to create a DependsOn link/ticket in another Queue from the L1 Queue? If so, you would need to make sure your *Set($StrictLinkACL, 0); *is set to ‘0’ so RT will allow links to other Queues. Of course, you also have to make sure that the *group creating these tickets* also have *CreateTicket*rights *in that Queue*. That should do it. Hope this helps. Kenn LBNL On Mon, Aug 2, 2010 at 8:41 AM, Andrea Perotti apero...@cutaway.it wrote: Hi, I've been asked to configure our RT (RT 3.8.2, migration to 3.8.8 planned during August, Mod_Perl, MySQL 5.0) to support a new process. The request is to have 2 queues with equal CF : the first one is public and everyone write in there via mail. Then some Privileged users take those tickets, fill CF and try to solve them. If 1 Level isn't able to solve, from a logical point of view, the ticket has to be passed to queue 2 Level. The request is that the first ticket [#01] will remain in the L1 queue, but will be created a new ticket [#02] in queue L2, with at least the following values : * sender * CF taken from the old ticket. #2 have to be signed as a depedency for #1 so it cannot be closed without L2 really close the derived ticket. A mechanism similar to the one activated in the Display page when you click on the Create link in the Links (green) section will be fine : https://rt.buh/Ticket/Create.html?Queue=67CloneTicket=11152DependsOn-new=11152 BUT the new ticket should be created in the L2 queues: from the Create page it's not possible to change the queue where you're going to create it. I've noticed that some parameters are passed, so I guess it would be enough to set the Queue value to L2 and I would be happy. I thought to add a flag CF: once checked the create page with clone ticket and all the other parameters populated, but how can I recall the link to the Create page populated with those parameters in a workflow - with scrips? I'm a little bit stuck in how to solve it. Have you already solved similar situations? How would you solve it? If anything isn't clear to you please ask. Any hint will be well accepted thank you! -- Andrea Perotti 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] Query Builder Result Page - Clickable CustomField Link
Hi RT Users, i have a question regarding CustomFields of Type Upload On File. If i create a query and at the output i let display RT the Content of this Field, i get a the Name of the Attached File, so far so good. But now i like to direct link this as downloadable link, is there any way to do this? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
Hello Mike, This is for integrating our Active Directory with RT. To install ExternalAuth, I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Soon after, it failed with the following error. No 'Makefile' created ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz /usr/bin/perl Makefile.PL -- NOT OK Running make test Make had some problems, won't test Running make install Make had some problems, won't install Any ideas? Thanks, vm On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey mike.peac...@jennic.comwrote: testwreq wreq wrote: Has anyone used RT::Authen::ExternalAuth for integrating with Active Directory? That's primarily what it's for. I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Follow the manual install instructions. -- Kind Regards, __ Mike Peachey, IT Systems Administrator Low Power RF Solutions (formerly Jennic Ltd.) NXP Semiconductors Furnival Street, Sheffield, S1 4QT, UK Tel: +44 114 281 2655 Fax: +44 114 281 2951 Comp Reg No: 3191371 - Registered In England http://www.nxp.com http://www.jennic.com __ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder Result Page - Clickable CustomField Link
Maybe you could use the 'link values to' feature to put something together? Torsten Brumm torsten.br...@googlemail.com wrote: Hi RT Users, i have a question regarding CustomFields of Type Upload On File. If i create a query and at the output i let display RT the Content of this Field, i get a the Name of the Attached File, so far so good. But now i like to direct link this as downloadable link, is there any way to do this? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Sent from my Android phone with K-9 Mail. Please excuse my brevity. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
Hello RT Users, I need some suggestions... We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that re-opens a resolved ticket upon a reply has stopped working. It used to be that when we would resolve a ticket, if the original requester replied to the resolved email, either with a thanks or but it still dosen't work or whatever, the ticket would reopen automatically. Now, the requesters email reply is still entered into the ticket history, but the ticket remains resolved. Any idea why this might have happened? I know many people would see this as a plus but I actually need this function. Thank You, Eric A. Malain Network Administrator Wellpartner, Inc “The brave may not live forever, but the cautious do not live at all” Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to Manage a First plus Second Level Support Configuration
Il 02/08/2010 19:26, Kenneth Crocker ha scritto: If I understand you correctly, you want to be able to create a DependsOn link/ticket in another Queue from the L1 Queue? Thank you for your reply. I'm already able to manually create linked ticket from one queue to another, the problem is that I cannot copy the CF values from one to the other one: the only way to have this behaviour is to create the dependency in the same queue. My goal is to do this in a semi automatic way. I need to be able to create a new ticket, in the Queue L2, with the same custom fields taken from a ticket from L1 Queue and with a relation of dependency. Perfect would be to let the user who manage in L1 the ticket to add a comment or a message in the new ticket, but I could manage the passage in other ways (maybe taking the last message or comment from the L1 ticket. I hope this have clarified the situation. cheers -- Andrea Perotti Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
