Re: [rt-users] MySql to Oracle migration
Lee, Jeffrey wrote: I am unsure where to look to change the connect string from my current database to the new oracle database. Any suggestions? I haven't migrated from Mysql to Oracle but do use Oracle. If you haven't done so already, run configure with the appropriate settings for Oracle, this is mine: ./configure --with-db-type=Oracle --with-db-dba=system --enable-gd --enable-graphviz --enable-devel-mode --with-web-handler=modperl2 --with-db-database=$ORACLE_SID where $ORACLE_SID is the instance name, sid, of the Oracle database you're connecting to, or the tnsnames alias if its a remote db. Further you'll need to change RT_SiteConfig.pm to use Oracle instead of Mysql. Set($DatabaseName , '$ORACLE_SID'); Set($DatabaseType , 'Oracle'); This should get going. Please beware that you read the DBD::Oracle README before installing it. If you're environment is not set correctly make test will fail and it won't install. Also watch the version of DBD::Oracle. Search the archives for more info. Regards, Joop 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] Migrating databases
On Tue, Oct 05, 2010 at 06:26:34PM -0400, Lee, Jeffrey wrote: I am unsure where to look to change the connect string from my current database to the new oracle database. Any suggestions? I am using RT3.8.8 Just look at Database variables in your RT_Config.pm, and put your changes in RT_SiteConfig.pm 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] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence
How can I do this? The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. I figured it would be rt-mailgate, but I had no luck there. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Customizing the left side main menu
but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear based off of permissions. Ex: if you're in the Helpdesk group, display these additional links that will open up to maybe a custom dashboard based on the link I click. I already figured out how to make the custom dashboard entries.. just trying to figure out how to implement the custom menu based on user or group part.. any ideas? Sounds like you want the $group-HasMember method You can read more about it Group_Overlay.pm -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!
Re: [rt-users] Customizing the left side main menu
Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Wednesday, October 06, 2010 10:59 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customizing the left side main menu but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com wrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear based off of permissions. Ex: if you're in the Helpdesk group, display these additional links that will open up to maybe a custom dashboard based on the link I click. I already figured out how to make the custom dashboard entries.. just trying to figure out how to implement the custom menu based on user or group part.. any ideas? Sounds like you want the $group-HasMember method You can read more about it Group_Overlay.pm -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!
Re: [rt-users] Customizing the left side main menu
share/html/Elements/Tabs has the nav bar. I found it by checking every file for the string Simple Search Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Wednesday, October 06, 2010 10:59 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customizing the left side main menu but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com wrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear based off of permissions. Ex: if you're in the Helpdesk group, display these additional links that will open up to maybe a custom dashboard based on the link I click. I already figured out how to make the custom dashboard entries.. just trying to figure out how to implement the custom menu based on user or group part.. any ideas? Sounds like you want the $group-HasMember method You can read more about it Group_Overlay.pm -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] What to exclude from auto-updates
Having spent a harrowing time recovering my RT install from the willful vagaries of CentOS's yum updates* I'd now like to never have to do that again. To this end, can anyone suggest which packages I should not allow to be updated through yum/rpm , or packages that I should only update through cpan? Many thanks, Gareth * Apache wouldn't load following updates, but that was easily fixed by updating File::Temp in cpan. It then however left me in the state of not running RT and instead trying to download a blank file. This was finally fixed by pulling all my hair out, crying in a corner, and finally deleting /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk reinstalling Scalar::Util from cpan. 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] What to exclude from auto-updates
Lots of people will differ, but I like to set up things like this: yum (or apt-get, or whatever) gets full control over the system. Everything I use in production, however, uses binaries (and associated libraries) I build from source. I have lots of experience building all the stuff I need from source, so it is not a problem for me. For example, sometimes I do it under /home/simple or /opt and I install my version of perl and perl libraries, httpd, mod_perl, mod_ssl, my Pg database, and, for this use case, RT. I install all those packages to /opt or /home/simple so there is a /opt/bin, /opt/lib, /opt/share, etc. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gareth Tupper Sent: Wednesday, October 06, 2010 11:31 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] What to exclude from auto-updates Having spent a harrowing time recovering my RT install from the willful vagaries of CentOS's yum updates* I'd now like to never have to do that again. To this end, can anyone suggest which packages I should not allow to be updated through yum/rpm , or packages that I should only update through cpan? Many thanks, Gareth * Apache wouldn't load following updates, but that was easily fixed by updating File::Temp in cpan. It then however left me in the state of not running RT and instead trying to download a blank file. This was finally fixed by pulling all my hair out, crying in a corner, and finally deleting /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk reinstalling Scalar::Util from cpan. 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] mandatory subject
Changes to Email.pm worked when a ticket is created by sending email to RT .
Has anyone attempted to implement writing a scrip?
I could not get *RT-Extension-MandatorySubject* plugin to work for opening
tickets via the web interface. I am hoping writing scrip may work for both
the cases.
-vm
On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq testw...@gmail.com wrote:
YOU ALL ARE THE BEST!!!
I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying
replacing the changes to local/lib/RT/Interface/Email.pm
Thanks a million,
vm
On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin
math...@closetwork.orgwrote:
Or saving the changed file in local/lib/RT/Interface/Email.pm instead.
That way you don't lose the changes at the next upgrade.
--
Mathieu Longtin
1-514-803-8977
On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson
steve.ander...@bipsolutions.com wrote:
As with the thread mentioned by Konstantin, a lot of it will depend on
how you bring the email into RT.
If I were doing it, with the way I have RT set up, I'd just adjust the
Exim filter I'm using to check for a blank subject, and send a bounce email
on that. But I'm doing a bundle of filtering already. If you're just using a
mail alias with sendmail, that's going to need more work. The thread
mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
check for a subject, before it's accepted.
Steve Anderson
From: testwreq wreq [mailto:testw...@gmail.com]
Sent: 05 October 2010 18:17
To: Steve Anderson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject
I meant don't create a ticket, if there's no subject. I'd like bounce
the request back to sender asking to create it again with some subject.
On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson
steve.ander...@bipsolutions.com wrote:
Depends what you mean by mandatory.
If you mean a default, if the inbound email doesn't have a subject,
should be possible to have a create scrip that sets the ticket's title, if
it doesn't have one.
Something like a scrip with the on create condition, then something like
the following in the custom action cleanup. (not tested in any way)
my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}
I'd probably set the stage to transactionbatch.
If you mean don't create a ticket, if there's no subject, I'd suggest
doing that with however you're getting the email into RT first. As long as
you're running it through procmail, or an exim filter, or something like
that. Otherwise, you'd need a scrip to send an email, and to close the
ticket. Better not to create it in the first place.
Steve Anderson.
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[rt-users] Canned sets of rights for individuals access ing different queues?
I have been looking around and am thinking this may not really be possible, but here goes. I have a number of users, number of queues and three different access levels View Only, Developer and Product Manager. I am trying to figure out a way to specify the set of rights each of the access levels only once, then somehow associate a user and queue with each set of rights, for example. user fred has developer rights to the testa queue, but only view only to testb. It looks like I could do this by creating a bunch of groups like testa_developer and assigning the user to all the individual groups, but that means I have to set up individual rights for each of those groups on the various queues, which takes a while to set up and is hard to maintain. In the past I set up global rights for groups and made a hack that pulls my users from my user database and gets which rights each should have, then copies those rights at the user level onto the queue directly. This never seemed very clean to me but was the only solution I could come up with. I'm upgrading my system now and was hoping maybe I could find a better way, but I'm not finding anything. Anyone have any ideas? I'm on 3.8.8 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] Canned sets of rights for individuals accessing different queues?
Ant, We have the same levels of use here, but over 120 support Queues to do it. We follow the following rules: 1) No user gets individual privileges. They must be members in a group with like needs for access to a Queue. That way, as rights maintenance issues come up for a Queue, we only have to deal with the group as a whole, not a bunch of individual users. Way too much redundant work with individuals. 2) We put the Product Manager in the AdminCc Queue watcher role. *No one else* gets that role for that Queue. We grant this role the rights to admin users/watchers and a lot of other stuff for that Queue. 3) We name these groups for the Queue. ie. -users where is the name of the Queue and the Users are those people that can create and view their *own tickets* (only), but not modify them, unless it is a Custom Field created just for them. -Support or -Texh-Support are for the developers. They get more rights that Users. I have a Rights Guide that we use for setting up Global/Queue rights for groups and roles. If you feel you have an environment with the kind of development support like ours, I can pass that on to you, if you are interested. Kenn LBNL On Wed, Oct 6, 2010 at 12:43 PM, ant a...@suave.net wrote: I have been looking around and am thinking this may not really be possible, but here goes. I have a number of users, number of queues and three different access levels View Only, Developer and Product Manager. I am trying to figure out a way to specify the set of rights each of the access levels only once, then somehow associate a user and queue with each set of rights, for example. user fred has developer rights to the testa queue, but only view only to testb. It looks like I could do this by creating a bunch of groups like testa_developer and assigning the user to all the individual groups, but that means I have to set up individual rights for each of those groups on the various queues, which takes a while to set up and is hard to maintain. In the past I set up global rights for groups and made a hack that pulls my users from my user database and gets which rights each should have, then copies those rights at the user level onto the queue directly. This never seemed very clean to me but was the only solution I could come up with. I'm upgrading my system now and was hoping maybe I could find a better way, but I'm not finding anything. Anyone have any ideas? I'm on 3.8.8 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!
