[rt-users] User Manual PDF
Hello all, Is there a PDF available somewhere that is a compilation of http://wiki.bestpractical.com/view/UserManual with updated screenshots etc.? Would anyone be interested in someone putting this together? Thanks. To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. 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] can i see all tickets posted by my group?
Hi, here the same problem, RequestorGroup = 'GroupName' doesn't work, shows 0 ticket found. i'm using rt 3.8.8. regards, On Tue, Sep 14, 2010 at 8:34 PM, Jason Ledford jledf...@biltmore.com wrote: I am sort of tagging along this topic, since I was trying to do this very thing. RequestorGroup = 'GroupName' doesn't work for me. I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work. Is this possible or do I need to specify each user individually? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, September 14, 2010 11:10 AM To: peceka Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] can i see all tickets posted by my group? Hi, TicketSQL: RequestorGroup = 'GroupName' On Tue, Sep 14, 2010 at 3:01 PM, peceka pec...@gmail.com wrote: Hi, if there is a possibility to see all tickets which were created by members of group which i belong too? i tried to search such option in group rights but couldn't find. please help me with resolving this problem. TIA, p. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- Best regards, Ruslan. 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] Could not load a valid user problem
Hi there, We've got RT3 (v3.8.2) tied in to our LDAP here. When user's e-mail the RT mail address, we quite often get the following message: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (joe.blo...@ripe.net). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Operations. We don't really want to grant Everyone the ReplyToTicket permission. I know why this error is happening here, it's basically because the LDAP e-mail address field defaults to jblo...@ripe.net. Joe has an alias that he uses, which is joe.blo...@ripe.net which is also set up in his e-mail client. So when he sends a request to the RT queue, his address is seen as joe.blo...@ripe.net, which is not what's in LDAP. This is the default e-mail setup we have here in the work place. We can add an alias (joe.blo...@ripe.net) for his user ID in LDAP, but is there a way that RT3 would check the aliases fields in LDAP and then associate incoming requests from the joe.blo...@ripe.net alias with the default LDAP e-mail address of jblo...@ripe.net? I'm hoping this is clear... I'm not the most technical of IT guys. Best Regards, Tom 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] Change Custom Field layout
Hello everyone I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF’s I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2. Can anybody advise as to where I can change this please? Thanks Kobus Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device 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] User Manual PDF
Hello all, I've started something but it's slow going. I'll send the first draft soon. On 09/15/2010 01:04 PM, Mark Regensberg wrote: Hi Robert We use request tracker fairly extensively (also in SA :) I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it? Mark On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote: Hello all, Is there a PDF available somewhere that is a compilation of http://wiki.bestpractical.com/view/UserManual with updated screenshots etc.? Would anyone be interested in someone putting this together? Thanks. To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. 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] RT-3.8.2 doesn't send correct HTML letters
Hi,
I'm trying to send HTML emails from RT3. I added to the template the content
type header:
Content-Type: text/html
But without luck. I can see two parts of the email - HTML and text in the
ticket message text area but I receive the source of HTML email in my
mailbox:
Content-type: multipart/alternative; boundary=--=_1284128112-9991-5
This is a multi-part message in MIME format... =_1284128112-9991-5
Content-Type: text/plain; charset=utf-8 Dear Dude How are you?
--
=_1284128112-9991-5 Content-Type: text/html; charset=utf-8 Dear
Dude
How are you?
--
=_1284128112-9991-5--
Moreover, when I added another header to change subject:
Subject: AutoReply: {$Ticket-Subject}
I didn't see that it worked as well. So, my question is. Do I need to
upgrade my RT3 to the latest version because 3.8.2 has some bugs with
headers or I just need to enable some option in the config file?
Any help will be very appreciated.
--
Cheers,
Michael
RT Training in Washington DC, USA on Oct 25 26 2010
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Re: [rt-users] can i see all tickets posted by my group?
Hi. This syntax should work, but probably there are no tests for it. Would you like to contribute a test file that demonstrates your problem? 14.09.2010 22:34 пользователь Jason Ledford jledf...@biltmore.com написал: I am sort of tagging along this topic, since I was trying to do this very thing. RequestorGroup = 'GroupName' doesn't work for me. I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work. Is this possible or do I need to specify each user individually? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@... 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-3.8.2 doesn't send correct HTML letters
On Wed, Sep 15, 2010 at 03:01:57PM +0300, Michael Stepanov wrote:
Hi,
I'm trying to send HTML emails from RT3. I added to the template the
content type header:
Content-Type: text/html
But without luck. I can see two parts of the email - HTML and text in the
ticket message text
area but I receive the source of HTML email in my mailbox:
That version of RT is from Jan 09 and there have been lots of bugfixes
in the last 20 months. If you're still seeing it in 3.8.8, please
let us know.
Content-type: multipart/alternative; boundary=--=_1284128112-9991-5
This is a multi-part message in MIME format...
=_1284128112-9991-5
Content-Type: text/plain; charset=utf-8 Dear Dude How are you?
--
=_1284128112-9991-5 Content-Type: text/html; charset=utf-8 Dear
Dude
How are you?
*
--
*
=_1284128112-9991-5--
Moreover, when I added another header to change subject:
* Subject: AutoReply: {$Ticket-Subject}
I didn't see that it worked as well. So, my question is. Do I need to
upgrade my RT3 to the
latest version because 3.8.2 has some bugs with headers or I just need to
enable some option
in the config file?
Any help will be very appreciated.
--
Cheers,
Michael
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[rt-users] See All Tickets Assigned to my group
I tagged on the below thread and realized I was really trying to do the reverse. I have setup a group and added users. I then want to create a search and show all tickets that are open, new or stalled and the owner is in this group. I have tried OwnerGroup = ‘GroupName’ and it didn’t really do what I expected. Is what I am looking for possible? Thanks. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Wednesday, September 15, 2010 9:22 AM To: Ruslan Zakirov Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] can i see all tickets posted by my group? Sorry, I am a not sure what you’re asking in terms of a test file. I am unfortunately very n00bish when it comes to perl, if that’s what you are talking about. I would be happy to help however I can and provide whatever information you need, just point or nudge me in the right direction. Thanks. From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, September 15, 2010 8:35 AM To: Jason Ledford Cc: Ruslan Zakirov; RT-Users@lists.bestpractical.com; peceka Subject: Re: [rt-users] can i see all tickets posted by my group? Hi. This syntax should work, but probably there are no tests for it. Would you like to contribute a test file that demonstrates your problem? 14.09.2010 22:34 пользователь Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com написал: I am sort of tagging along this topic, since I was trying to do this very thing. RequestorGroup = 'GroupName' doesn't work for me. I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work. Is this possible or do I need to specify each user individually? -Original Message- From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-bounces@mailto:rt-users-bounces@... 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] Alex Page is out of the office.
I will be out of the office starting 15/09/2010 and will not return until 27/09/2010. I will respond to your message when I return. 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] Could not load a valid user problem
Tom, LDAP asside, I believe you *could* set the ReplyToTicket right for Requestors. That would mean at least that only valid requestors had the right, not everyone. Just a thought. Kenn LBNL On Wed, Sep 15, 2010 at 2:42 AM, Tom Sylwestrowicz tsylw...@ripe.netwrote: Hi there, We've got RT3 (v3.8.2) tied in to our LDAP here. When user's e-mail the RT mail address, we quite often get the following message: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (joe.blo...@ripe.net). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Operations. We don't really want to grant Everyone the ReplyToTicket permission. I know why this error is happening here, it's basically because the LDAP e-mail address field defaults to jblo...@ripe.net. Joe has an alias that he uses, which is joe.blo...@ripe.net which is also set up in his e-mail client. So when he sends a request to the RT queue, his address is seen as joe.blo...@ripe.net, which is not what's in LDAP. This is the default e-mail setup we have here in the work place. We can add an alias (joe.blo...@ripe.net) for his user ID in LDAP, but is there a way that RT3 would check the aliases fields in LDAP and then associate incoming requests from the joe.blo...@ripe.net alias with the default LDAP e-mail address of jblo...@ripe.net? I'm hoping this is clear... I'm not the most technical of IT guys. Best Regards, Tom 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] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
Hello, what are our options as far as securing RT_SiteConfig.pm goes? My company has pretty strict security requirements, and our security team will simply not allow us to store the ldap username/password in a plain text file on the RT server (and I can fully understand their concerns). What are some options here? Again, keeping in mind that the requirement is for the password (at least the password, that is) to NOT be plaintext in RT_SiteConfig.pm Solutions like well make the file only readable by root aren't going to be accepted (not by me, but by our security team). Needs to be a hashed password, may be, or something.. I don't know.. soliciting ideas. --Val 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] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
On 09/15/2010 12:52 PM, Val Polyakov wrote: Hello, what are our options as far as securing RT_SiteConfig.pm goes? My company has pretty strict security requirements, and our security team will simply not allow us to store the ldap username/password in a plain text file on the RT server (and I can fully understand their concerns). What are some options here? Again, keeping in mind that the requirement is for the password (at least the password, that is) to NOT be plaintext in RT_SiteConfig.pm Solutions like well make the file only readable by root aren't going to be accepted (not by me, but by our security team). Needs to be a hashed password, may be, or something.. I don't know.. soliciting ideas. --Val How are you storing the database userid and password in that case? Jeff 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] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
Plaintext. But that doesnt matter - because its a RT db, with nothing else on it. Security has no problem with it. They only have a problem with storing the domain account credentials in plaintext. --Val On 09/15/2010 12:52 PM, Val Polyakov wrote: Hello, what are our options as far as securing RT_SiteConfig.pm goes? My company has pretty strict security requirements, and our security team will simply not allow us to store the ldap username/password in a plain text file on the RT server (and I can fully understand their concerns). What are some options here? Again, keeping in mind that the requirement is for the password (at least the password, that is) to NOT be plaintext in RT_SiteConfig.pm Solutions like well make the file only readable by root aren't going to be accepted (not by me, but by our security team). Needs to be a hashed password, may be, or something.. I don't know.. soliciting ideas. --Val How are you storing the database userid and password in that case? Jeff 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] User Manual PDF
Let me know if you need any tools to achieve this. I use RT for customer support in our company that produces PDF creation/manipulation/markup/editing tools and might be able to help out. regards On 15/09/2010 4:18 AM, Robert Gabriel wrote: Hello all, I've started something but it's slow going. I'll send the first draft soon. On 09/15/2010 01:04 PM, Mark Regensberg wrote: Hi Robert We use request tracker fairly extensively (also in SA :) I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it? Mark On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote: Hello all, Is there a PDF available somewhere that is a compilation of http://wiki.bestpractical.com/view/UserManual with updated screenshots etc.? Would anyone be interested in someone putting this together? Thanks. To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. 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] User Manual PDF
I have experience with RT, and fairly extensive experience with both copy- and technical- editing; please let me know if I can be of assistance here as well. Cheers, -- jra Original Message - From: Paul O'Rorke p...@paulororke.net Let me know if you need any tools to achieve this. I use RT for customer support in our company that produces PDF creation/manipulation/markup/editing tools and might be able to help out. regards On 15/09/2010 4:18 AM, Robert Gabriel wrote: Hello all, I've started something but it's slow going. I'll send the first draft soon. On 09/15/2010 01:04 PM, Mark Regensberg wrote: Hi Robert We use request tracker fairly extensively (also in SA :) I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it? Mark On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote: Hello all, Is there a PDF available somewhere that is a compilation of http://wiki.bestpractical.com/view/UserManual with updated screenshots etc.? Would anyone be interested in someone putting this together? Thanks. To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. 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 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] RTx-Tags clearing?
I have the clould configured and working great. Except one of the new employees starting putting extra stuff in there and have made the cloud look terrible. Is there a way to edit out things or just purge it and start over? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 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. 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] RTx-Tags clearing?
On Wed, Sep 15, 2010 at 17:39, Mark Jenks mark.je...@iodincorporated.com wrote: I have the clould configured and working great. Except one of the new employees starting putting extra stuff in there and have made the cloud look terrible. Is there a way to edit out things or just purge it and start over? Have you removed the offending values from all tickets? The cloud should only display tags that are in use. Ideally you should be able to just click the undesirable tag in the cloud, then change your search results view to Bulk Update and edit. It may not be as simple as that though, depending on what type of CustomField you are using for your tags, and what version of RT (slightly older versions don't have support for some fancier CF types like autocomplete in Bulk Update). Bulk Update would also replace the whole field, and not only one of several comma delimited values if present; fixing that is a tough nut to crack. I hope this helps, Jerrad -- Cambridge Energy Alliance: Save money. Save the planet. 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] Concatenate two LDAP fields into one RT field
On Mon, Sep 13, 2010 at 03:35:55PM -0500, Max McGrath wrote:
Hi All -
In a bit of a bind here. External authentication is working fine -- we are
a Novell shop.
Right now we have the givenName field which holds a users first name, and
the sn field which
holds the users last name. RT has the RealName field which I would like to
populate with both
givenName and sn so I can have the users full name.
Right now we basically have the LDAP uid (first initial last name) field
populating a lot of
the RT fields...so, we don't really know the first name of users -- which
kind of sucks.
Unfortunately, this is not a feature. I support it in
RT-Extension-LDAPImport, but it is kind of evil and I'm not sure I
would want to port it.
-kevin
Here is the code from my RT_SiteConfig.pm:
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' = { 'Name' = 'uid',
'RealName' = 'uid',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'NickName' = 'carthageNameID',
}
Is there anything within the RT_SiteConfig file I could do to get a First
Name Last Name
population in the RealName field?
Thanks!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
[1]mmcgr...@carthage.edu
References
Visible links
1. mailto:mmcgr...@carthage.edu
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Re: [rt-users] RTx-Tags clearing?
Excellent! I didn't know that TAG's referred to resolved tickets also. I am now starting the process of going back through them and removing the offending tags. Thanks! -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Wednesday, September 15, 2010 4:52 PM To: Mark Jenks Cc: rt-users Subject: Re: [rt-users] RTx-Tags clearing? On Wed, Sep 15, 2010 at 17:39, Mark Jenks mark.je...@iodincorporated.com wrote: I have the clould configured and working great. Except one of the new employees starting putting extra stuff in there and have made the cloud look terrible. Is there a way to edit out things or just purge it and start over? Have you removed the offending values from all tickets? The cloud should only display tags that are in use. Ideally you should be able to just click the undesirable tag in the cloud, then change your search results view to Bulk Update and edit. It may not be as simple as that though, depending on what type of CustomField you are using for your tags, and what version of RT (slightly older versions don't have support for some fancier CF types like autocomplete in Bulk Update). Bulk Update would also replace the whole field, and not only one of several comma delimited values if present; fixing that is a tough nut to crack. I hope this helps, Jerrad -- Cambridge Energy Alliance: Save money. Save the planet. 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. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
