Re: [rt-users] Hiding ticket metadata for certain groups
On Thu, Aug 19, 2010 at 10:05 PM, Kevin Falcone falc...@bestpractical.comwrote: At first, I configured ExternalAuth to create unprivileged users, but I was unable to add them to groups. Because I have _one_ ldap for authenticating all of the users. And I wanted some users (staff) to have more rights than the rest. Sounds like you wanted to make those few users Privileged by searching for them and editing their User records in the UI. You can then put them in a group and leave the rest Unprivileged. Kevin, all is good. I reconfigured RT ExternalAuth to create Unprivileged users by default and SelfService interface is what seems to work for now. What I was puzzled about was that the users _are_ indeed created in the DB, but they were not visible in the UI. I was already prepared to write back that the users are not visible in the UI, when I tried searching for a specific handle and UI found that user. It is a bit unintuitive that in order to list all users (Privileged _and_ Unprivileged) one has to search for users with filter not matching someN0n$en$e to see all of the users. Thanks for your help, Miha. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Installation Help
On Thu, Aug 19, 2010 at 10:49 PM, fba...@metlife.com wrote: I am looking at testing out RT and RTIR any suggestions on the best/easiest platform to test on. I was thinking about using CentOS 5, but would like to use the latest version 3.8 but that does not seem like its available. Is a manual installation the preferred method? The WIKI seem to be a bit behind on installation directions. I already have MySql/Apache/PHP installed and running.. I can also imagine that perl comes installed by default on your CentOS. If so, then manual install is the best. RT developers have made it so easy to manually install/wipe out:-) Just install mod_perl2 then grab RT sources and you are ready to roll! The documentation provided in the tarball is quite ok, when combined with a bit of common sense around your Apache configuration. PHP is not required at all. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Forward ticket with complete history and attachments
I'm looking to forward a ticket with full transaction history and attachments to an email address. I have tried using the forward button for the ticket (next to Resolve), however I only get the initial ticket creation and the file attachment that was submitted at that time. I'm using RT 3.8.8. Thanks in advance. - Dustin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Installation Help
If you have an ubuntu or sid debian installer, those would be able to apt-get install the latest RT. But the easiest is probably to use the OS you are most familiar with. The manual install isn't very difficult if you can work your way around cpan. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of fba...@metlife.com Sent: Thursday, August 19, 2010 3:50 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Installation Help I am looking at testing out RT and RTIR any suggestions on the best/easiest platform to test on. I was thinking about using CentOS 5, but would like to use the latest version 3.8 but that does not seem like its available. Is a manual installation the preferred method? The WIKI seem to be a bit behind on installation directions. I already have MySql/Apache/PHP installed and running.. Thanks.. The information contained in this message may be CONFIDENTIAL and is for the intended addressee only. Any unauthorized use, dissemination of the information, or copying of this message is prohibited. If you are not the intended addressee, please notify the sender immediately and delete this message. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Hiding ticket metadata for certain groups
On Fri, Aug 20, 2010 at 08:22:36AM +0200, Miha Valencic wrote: users _are_ indeed created in the DB, but they were not visible in the UI. I was already prepared to write back that the users are not visible in the UI, when I tried searching for a specific handle and UI found that user. It is a bit unintuitive that in order to list all users (Privileged _and_ Unprivileged) one has to search for users with filter not matching someN0n$en$e to see all of the users. It is easy to end up with hundreds of thousands of Unprivileged user records in a long running public RT instance. Having to search for them tends to work a lot better. -kevin pgpGg6KVCom0H.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Trying to backup and restore but comments are not restoring.
Hello all! I have searched through the archives and sadly the only references I am finding are that sometimes the attachments table does not backup properly without setting a binary switch. I am running a backup of mysql (everything in it as the server only runs RT 3.4.6) with: mysqldump -u root -p p...@55w0rd -A | gzip ./rt346.dbdump.gz Then, on my restore system, I run: zcat rt346.dbdump.gz | mysql -u root -p p...@55w0rd The restore runs just fine. However after the restore all comments on all tickets are not visible. I checked on my account rights and I am in **AdminGroup, AdminGroupMembership, EditSavedSearches, ModifyOwnMembership, SeeGroup, and ShowSavedSearches. But still I see no comments. I would like to use mysql to query the comments field, but I am not sure which table that field is in. I also suspect that comments may be stored in non-clear text format as grepping the dump file for strings that should be in the comments field is not working. I have tried using the -T switch to export, exporting attachments table separately, etc, but all to no avail. This worked last time I tried it about 7 months ago. And now we want to upgrade to lastest and greatest RT, but we need to be sure to preserve our existing data. The 1st step in that process is to restore the data to a new server. Any ideas guys? Anything I could tell you that would help diagnose? -- il n'y a pas de liberté s'il y a dépendance --Theobalt RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Forward ticket with complete history and attachments
On Fri, Aug 20, 2010 at 09:36:13AM -0400, Dustin Berube wrote: I'm looking to forward a ticket with full transaction history and attachments to an email address. I have tried using the forward button for the ticket (next to Resolve), however I only get the initial ticket creation and the file attachment that was submitted at that time. I'm using RT 3.8.8. The Forward button at the top of the tickets forwards all correspondence and attachments. Is it possible that your other transactions are comments? -kevin pgpIUAaU9AFRE.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Forward ticket with complete history and attachments
On Fri, Aug 20, 2010 at 10:25 AM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Aug 20, 2010 at 09:36:13AM -0400, Dustin Berube wrote: I'm looking to forward a ticket with full transaction history and attachments to an email address. I have tried using the forward button for the ticket (next to Resolve), however I only get the initial ticket creation and the file attachment that was submitted at that time. I'm using RT 3.8.8. The Forward button at the top of the tickets forwards all correspondence and attachments. Is it possible that your other transactions are comments? Kevin - Thanks for the quick reply. Yes they are comments. Is it possible to change the behavior of this or achieve the desired results by either changing a value in the config file or creating a Scrip? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Forward ticket with complete history and attachments
On Fri, Aug 20, 2010 at 10:40:38AM -0400, Dustin Berube wrote: On Fri, Aug 20, 2010 at 10:25 AM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Fri, Aug 20, 2010 at 09:36:13AM -0400, Dustin Berube wrote: I'm looking to forward a ticket with full transaction history and attachments to an email address. I have tried using the forward button for the ticket (next to Resolve), however I only get the initial ticket creation and the file attachment that was submitted at that time. I'm using RT 3.8.8. The Forward button at the top of the tickets forwards all correspondence and attachments. Is it possible that your other transactions are comments? Kevin - Thanks for the quick reply. Yes they are comments. Is it possible to change the behavior of this or achieve the desired results by either changing a value in the config file or creating a Scrip? You'd have to overlay and change the ForwardTicket method in RT::Interface::Email. There are currently no configuration variables for this behavior, and it doesn't involve the Scrip interface. -kevin pgplStpweLrbv.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT general question
Dear Kevin, Yes, I had googled it, but wanted to make sure I was on the right track. Darn filters! Your reply was filed away and I didn't see it til now. Many thanks Hossein On 8/17/2010 1:54 PM, Kevin Falcone wrote: I assume you've already googled the list archives to find the answer to this. Yes you want to set that. Like all config setting changes you must restart apache. No, the user will not be able to log into RT unless you give them a password locally in RT or in your ldap server -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Hiding ticket metadata for certain groups
On Fri, Aug 20, 2010 at 09:52:25AM -0700, Gary Greene wrote: On 8/20/10 7:19 AM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Aug 20, 2010 at 08:22:36AM +0200, Miha Valencic wrote: users _are_ indeed created in the DB, but they were not visible in the UI. I was already prepared to write back that the users are not visible in the UI, when I tried searching for a specific handle and UI found that user. It is a bit unintuitive that in order to list all users (Privileged _and_ Unprivileged) one has to search for users with filter not matching someN0n$en$e to see all of the users. It is easy to end up with hundreds of thousands of Unprivileged user records in a long running public RT instance. Having to search for them tends to work a lot better. -kevin Personally, I'd like to see that be configurable, since in a company of under 200, having to search for the user is a little unintuitive. I will agree that in a public instance where users are created as tickets come in, it's a good idea however. I'd consider a patch that adds a config option, assuming it was accompanied by proper docs. -kevin pgpqhpseEKUan.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] (ab)use of --extension with rt-mailgate
Carl, We have over a hundred Queues. Each one has a distinct email email correspond address. that way, any email sen to that address automatically gets into the correct Queue. That allows us to create scrips specifically for each Queue that will auto-assign an owner to the new ticket. We think that's a simpler way of doing it without all that hacking of a mailgate.KISS. Kenn LBNL On Thu, Aug 19, 2010 at 9:10 AM, Emmanuel Lacour elac...@easter-eggs.comwrote: On Thu, Aug 19, 2010 at 04:42:29PM +0100, Carl Vincent wrote: Hi, I've had a situation for a while where mail sent to several addresses all goes to the same queue, but I'd like to set ownership automatically based on which address it was actually sent to. Also I'd like to keep the address-owner mapping out of RT, ideally in the aliases file where the address-queue mapping is. When looking to see if I could hack on rt-mailgate to enable this to happen, I found the code for the --extension parameter could put stuff into the X-RT-Mail-Extension header of the message. It only seems to be documented for certain values, but it will allow anything to go into the header. So I've implemented a solution where my aliases file says: bob: |/path/to/rt/bin/rt-mailgate --queue Main --action correspond --url http://rt.example.org/ --extension for-bob And an on-create scrip that checks for the header and if it matches /^for-(\w+)/, try and give ownership to the matched value as a username. Why your scrip doesn't just look at the Delivered-To header of the mail ?? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] CommandBy Mail question about vcards - revisited
To List, I think I found the problem. While cruising thru the code in TakeAction.pm, I found the error messages I'm getting. I think TakeAction needs a patch that will recognize a v-vard as a valid regular email and not a CBM email and just pass it along with the other regular email it gets and not send out an error message. If I was any good at perl, I'd do it. I'm not, but I think that is what is needed. Kenn LBNL RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] CommandBy Mail question about vcards
On Fri, Aug 20, 2010 at 09:08:47AM -0700, Kenneth Crocker wrote: I know that RT has a configuration that allows one to include v-cards in replies. It does? That alone implies that RT has no problem with v-cards coming in with an email. However, since we installed CommandByMail we occasionally get a set of error messages like below: Failed command 'version: 2.1' Error message: Command 'version' is unknown Failed command 'end: vcard' Error message: Command 'end' is unknown I was wondering if anyone knew of a command or configuration or any setting in CommandByMail or TakeAction that would resolve this issue? Has anyone else run into this problem? I only have a few customers that do this, but because they are in a highly sensitive area, they always include signitures on their email and I can't ask them to stop it just for RT. Might I suggest the $CommandByMailGroup config option that limits use of the plugin to a single group of power users? -kevin pgphKjLQX9r6p.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Permissions for saved search on RT at a Glance
Hi, I have a new install of RT and would like to change the default RT-at-a-Glance for everyone. I followed the instructions on the wiki here and I have it working for the root user. http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance I created a 'support' group and added 4 users to that group. I also created an 'Approvers' group but no-one is in that yet. I saved my custom query as 'RT System saved searches My Service Requests'. In Config Groups 'Support' Group Rights I added 'ShowSavedSearches' to both the 'System Privileged' group and the 'User defined - Support' group. Unfortunately I get the error Predefined search My Service Requests not found when logging in as the Support user Phil. Have I missed something simple with my Permissions settings? Thanks in advance, Alister -- Alister West alis...@gossamer-threads.com w: http://www.gossamer-threads.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Permissions for saved search on RT at a Glance
I found my Permission setting and now everything works as expected. It was the global config that I needed to change. Config _Global_ Groups Privileged ShowSavedSearches. I have updated the wiki to make this more clear. http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance Cheers, Alister West alis...@gossamer-threads.com On 10-08-20 10:58 AM, Alister West wrote: Hi, I have a new install of RT and would like to change the default RT-at-a-Glance for everyone. I followed the instructions on the wiki here and I have it working for the root user. http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance I created a 'support' group and added 4 users to that group. I also created an 'Approvers' group but no-one is in that yet. I saved my custom query as 'RT System saved searches My Service Requests'. In Config Groups 'Support' Group Rights I added 'ShowSavedSearches' to both the 'System Privileged' group and the 'User defined - Support' group. Unfortunately I get the error Predefined search My Service Requests not found when logging in as the Support user Phil. Have I missed something simple with my Permissions settings? Thanks in advance, Alister RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Permissions for saved search on RT at a Glance
Alister, What we did was grant all the Search privileges (Show, Save, Modify, etc) *Globally to all Privileged * Users. This did *NOT* affect Personal Searches. For Groups, it allows those rights *IF AND ONLY IF* they are a *member of said group*. By doing it this way, we saved ourselves a *WHOLE BUNCH* of maintenance. Just a thought on rights management. Kenn LBNL On Fri, Aug 20, 2010 at 11:24 AM, Alister West alis...@gossamer-threads.com wrote: I found my Permission setting and now everything works as expected. It was the global config that I needed to change. Config _Global_ Groups Privileged ShowSavedSearches. I have updated the wiki to make this more clear. http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance Cheers, Alister West alis...@gossamer-threads.com On 10-08-20 10:58 AM, Alister West wrote: Hi, I have a new install of RT and would like to change the default RT-at-a-Glance for everyone. I followed the instructions on the wiki here and I have it working for the root user. http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance I created a 'support' group and added 4 users to that group. I also created an 'Approvers' group but no-one is in that yet. I saved my custom query as 'RT System saved searches My Service Requests'. In Config Groups 'Support' Group Rights I added 'ShowSavedSearches' to both the 'System Privileged' group and the 'User defined - Support' group. Unfortunately I get the error Predefined search My Service Requests not found when logging in as the Support user Phil. Have I missed something simple with my Permissions settings? Thanks in advance, Alister RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] CommandBy Mail question about vcards
Kevin, Obviously, I could be wrong, but I thought *Set($MessageBoxIncludeSignature, 1);* was to allow the passing along of the v-card in a reply. As to your suggestion on using a group filter, I had first thought of that, but my problem is that these signiture card users exist sporadically throughout several groups that correspond on RT tickets involving Human Resources and Payroll requests. The HAVE to use RT and they send out too much email everywhere else using their signiture cards for me to ask them to turn it off just when corresponding to email to/from RT. It would get too confusing and inevitably someone would forget and then we get another error situation. I was hoping it would be a *simple* patch to examine the email for a v-card and simply ignore/bypass it just like it does a regular email with no CBM commands. If not, then we will just have to deal with it. It just looks bad from the Users perspective (you know how they don't understand when you tell them it's part of the system ;-). Anyway, at least I know where it's coming from. Not knowing for me is like watching a movie (I'm an AVID movie watcher) with no plot (he he). Thanks for your time and consideration on this. Kenn LBNL On Fri, Aug 20, 2010 at 10:22 AM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Aug 20, 2010 at 09:08:47AM -0700, Kenneth Crocker wrote: I know that RT has a configuration that allows one to include v-cards in replies. It does? That alone implies that RT has no problem with v-cards coming in with an email. However, since we installed CommandByMail we occasionally get a set of error messages like below: Failed command 'version: 2.1' Error message: Command 'version' is unknown Failed command 'end: vcard' Error message: Command 'end' is unknown I was wondering if anyone knew of a command or configuration or any setting in CommandByMail or TakeAction that would resolve this issue? Has anyone else run into this problem? I only have a few customers that do this, but because they are in a highly sensitive area, they always include signitures on their email and I can't ask them to stop it just for RT. Might I suggest the $CommandByMailGroup config option that limits use of the plugin to a single group of power users? -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Adding files to /opt/rt3/local/html/CustLtr
I have written a scrip that creates a PDF and places it in
/opt/rt3/local/html/CustLtr/{ticnum}ltr.pdf
My intent was to create a custom field and place a link to this file and have
it clickable.
The problem I am running into is when I click the link I get the following:
'%' without matching '%' at /opt/rt3/local/html/CustLtr/4183_ltr.pdf line
335I have tried editing /etc/httpd/conf.d/rt-ssl.confby adding:Location
/CustLtrSetHandler default/LocationI would much rather have it
work through RT auth instead of bypassing - But the matter is moot since that
isn't working either.The question is how do I get Mason to do the right thing
and handle PDF's or any other association I want to put in those directories?
tia,Jason Maderios
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
