[rt-users] Certificate based access instead of username/pw
Hi, I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? Best Regards Adrian
[rt-users] rt 3.8.9 on ubuntu 8.04 - login problem
Dear friends. I am setting up a rt 3.8.9 on Ubuntu 8.04 after successfully installed rt and start the apache2 by reading the README, i met the following 2 problems: 1. the display speed of the main page is very slow, it may take 1 minute to open the login screen. 2. username root and the password password doesn't work, I always get the http://noauth/Login.html; I try to reset the root password, but doesn't work for me by: - perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ -MRT -MRT::User \ -e'RT::LoadConfig();RT::Init(); my $u = RT::User-new($RT::SystemUser); $u-Load(root); $u-SetPassword(secret)' -- So I guess something wrong with my configuration, can someone give me some suggestion? the site configration is: - Set($rtname, kk); Set($Organization, rt.kk.org); Set($Timezone, 'US/Pacific'); Set($WebBaseURL, http://rt.kk.org;); Set($WebPath, /); Set($CorrespondAddress, 'corresp...@kk.org'); Set($CommentAddress, 'comm...@kk.org'); Set($SendmailPath, /usr/lib/sendmail); Set($OwnerEmail, ad...@example.com); and the apache configuration is: - VirtualHost * ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- here is the warning information from apache2 - [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78) - No more other error information. -- View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] scrip OnComment triggered when script is resolved
Hi I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that I didn't have on the old one (3.6.1 tarball) : When I solve a ticket, I have the following in the logs : [Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-1101.28972-...@example.org #28972/314283 - Scrip 7 On Comment, notify AdminCCs as Admin-comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) [Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-431.28972-...@example.org #28972/314285 - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) I did not write any comment, only clicked on Solve then update ticket. The only reason that could explain this, is that I have a default signature, so the comment field is not empty : is that the reason it triggers the Scrip 7 On Comment, notify AdminCCs as Admin-comment ?? How could I prevent this while keeping my signature ? Thanks in advance for your help Nicolas
Re: [rt-users] search by CommentedOnBy?
..so I've been racking my brain on this one for awhile. Any guidance is appreciated. The aforementioned query works great, I just need to integrate it into RT. However, the RT queries seem to (I'm sure for good reason) strip off alot of that query to the point that it doesn't work. I've tried manually setting it as the query in a custom Results.html, still to no avail. I'm not quite sure how to proceed. Does anyone have any suggestions? On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Chris, We do something similar to Payam. We have an Oracle DataBase so we created a view of the RT data to allow us to use COGNOS (or other reporting software) to create reports from RT data. Works great. Kenn LBNL On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied pa...@rasana.net wrote: You could start by database select Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr ess from Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' and Type='Comment' and Transactins.Created='-MM-DD HH:MM:SS' and Transactions.Created='-MM-DD HH:MM:SS'; But be aware of 2 things: First: the time is not your localtime, it is GMT0 second: if someone rather than your support team is allowed to comment on tickets, you would have them in the report Date: Thu, 10 Feb 2011 16:25:10 -0500 From: Chris Hall hir...@gmail.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] search by CommentedOnBy? I hate to necro an old, dead thread but.. this seems to have come up again.. from two separate people. I did figure out if I edited the advanced section and added __CommentedOnBy__ I could at least see who the last person was to comment on a ticket, but here's my current problem: Helpdesk manager person has some software that spits out how many calls a given worker does, and wants to compare this with the RT records. For example, Worker A takes 54 calls in a night. Helpdesk manager person wants to check the RT records to see if he has made 54 comments for that given night. Kind of a making sure ppl are doing what they're supposed to be doing. So sometime before the end of the month, I need to figure out a way to form a query to show all comments in a given month. Maybe not show them, but just a list to say... Worker A commented on the following tickets this month. Does anybody have any suggestions where I could start with something like this?
Re: [rt-users] search by CommentedOnBy?
On 21 Feb 2011 11:40, Chris Hall wrote: ..so I've been racking my brain on this one for awhile. Any guidance is appreciated. The aforementioned query works great, I just need to integrate it into RT. However, the RT queries seem to (I'm sure for good reason) strip off alot of that query to the point that it doesn't work. I've tried manually setting it as the query in a custom Results.html, still to no avail. I'm not quite sure how to proceed. Does anyone have any suggestions? RT's user-exposed queries are written in TicketSQL, not SQL. TicketSQL is a SQL-like DSL to describe tickets you want to find. TicketSQL doesn't search for transactions, only tickets, so you can't express your SQL query in TicketSQL. http://requesttracker.wikia.com/wiki/TicketSQL To show the results of your SQL below in RT, you'd need to modify the query to use the DBIx::SearchBuilder API and then display the results. Thomas On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Chris, We do something similar to Payam. We have an Oracle DataBase so we created a view of the RT data to allow us to use COGNOS (or other reporting software) to create reports from RT data. Works great. Kenn LBNL On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied pa...@rasana.net mailto:pa...@rasana.net wrote: You could start by database select Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr ess from Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' and Type='Comment' and Transactins.Created='-MM-DD HH:MM:SS' and Transactions.Created='-MM-DD HH:MM:SS'; But be aware of 2 things: First: the time is not your localtime, it is GMT0 second: if someone rather than your support team is allowed to comment on tickets, you would have them in the report Date: Thu, 10 Feb 2011 16:25:10 -0500 From: Chris Hall hir...@gmail.com mailto:hir...@gmail.com To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] search by CommentedOnBy? I hate to necro an old, dead thread but.. this seems to have come up again.. from two separate people. I did figure out if I edited the advanced section and added __CommentedOnBy__ I could at least see who the last person was to comment on a ticket, but here's my current problem: Helpdesk manager person has some software that spits out how many calls a given worker does, and wants to compare this with the RT records. For example, Worker A takes 54 calls in a night. Helpdesk manager person wants to check the RT records to see if he has made 54 comments for that given night. Kind of a making sure ppl are doing what they're supposed to be doing. So sometime before the end of the month, I need to figure out a way to form a query to show all comments in a given month. Maybe not show them, but just a list to say... Worker A commented on the following tickets this month. Does anybody have any suggestions where I could start with something like this?
Re: [rt-users] Can RT Authen ExternalAuth change account name to match Active Directory?
On Thu, 17 Feb 2011, Kevin Falcone wrote: On Thu, Feb 17, 2011 at 11:30:21AM -0800, Mark A Bentley wrote: I'm using The RT::Authen::ExternalAuth Plugin, and all is working nicely. The one things that I'd like is that when a user logs in, in addition to updating the various account info (Real Name, Address, etc), I would like the actual RT account username to be updated to match the account name in Active Directory. RT-Authen-ExternalAuth currently has no code to handle this. You might be able to do it with RT-Extension-LDAPImporter, but fixing RT-Authen-ExternalAuth to handle it has been a longstanding feature request Kevin, Thanks for the pointer, RT-Extension-LDAPImporter does exactly what I need. --Mark
[rt-users] Forwarding email to RT
Are there any best approaches to forwarding email to RT on somebody's behalf and make them the Requestor. I have installed Command-By-Mail and it works fine as long as users don't forget to put Requestor:email address in the first part of the email. If they forward the email without those commands and Commands-By-mail is trying to interpret From:, To: as commands and failing. If I forward it and then go into RT web interface to change the requestor, is there a way for the requestor to get the original ticket creation email?? Any suggestions would be greatly appreciated.
Re: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth?
On Thu, Feb 17, 2011 at 05:13:34PM -0500, Jesse Vincent wrote: On Thu, Feb 17, 2011 at 10:08:45PM +, Tim Cutts wrote: I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to be authenticating LDAP users any more (ExternalAuth version is 0.08). I switched on debugging, and get this in my logs: Unfortunately, you are correct. It appears that no site running RT::Authen::ExternalAuth actually tested any of the release candidates. RT::Authen::ExternalAuth isn't something we built (and isn't typically tested by us), though we know it's important to many RT users. We're looking into it and hope to have a fix for ExternalAuth soon There is a 0.08_01 on CPAN now, and I expect there will be a 0.08_02 soon to fix a bug that another developer noticed (but not until tomorrow at the earliest). If you're using 3.8.9 and having troubles with RT-Authen-ExternalAuth it would be helpful for folks to test. -kevin pgpRtyHzTcAlN.pgp Description: PGP signature
Re: [rt-users] Certificate based access instead of username/pw
On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm pgpjaSlYObL7P.pgp Description: PGP signature
Re: [rt-users] scrip OnComment triggered when script is resolved
On Mon, Feb 21, 2011 at 04:09:41PM +0100, Nicolas GUIOT wrote: Hi I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that I didn't have on the old one (3.6.1 tarball) : When I solve a ticket, I have the following in the logs : [Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-1101.28972-...@example.org #28972/314283 - Scrip 7 On Comment, notify AdminCCs as Admin-comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) [Mon Feb 21 15:03:22 2011] [info]: rt-3.8.8-31098-1298300602-431.28972-...@example.org #28972/314285 - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) I did not write any comment, only clicked on Solve then update ticket. The only reason that could explain this, is that I have a default signature, so the comment field is not empty : is that the reason it triggers the Scrip 7 On Comment, notify AdminCCs as Admin-comment ?? How could I prevent this while keeping my signature ? Does it happen on 3.8.9? Also, are you using plain text or rich text editor and do you have anything 'interesting' in your signature? -kevin pgpjds74FDtFR.pgp Description: PGP signature
Re: [rt-users] Forwarding email to RT
On Mon, Feb 21, 2011 at 01:32:04PM -0500, Narayanaswamy, Nagaraj wrote: Are there any best approaches to forwarding email to RT on somebody's behalf and make them the Requestor. I use mutt's 'bounce' feature, I believe Apple Mail calls it 'redirect'. If your MUA supports redirecting the mail with the original headers, that is far and away the easiest way. Otherwise you could certainly write a script that parsed forwrarded emails looking for the original headers. -kevin I have installed Command-By-Mail and it works fine as long as users don't forget to put Requestor:email address in the first part of the email. If they forward the email without those commands and Commands-By-mail is trying to interpret From:, To: as commands and failing. If I forward it and then go into RT web interface to change the requestor, is there a way for the requestor to get the original ticket creation email?? Any suggestions would be greatly appreciated. pgpITuAcA20OZ.pgp Description: PGP signature
Re: [rt-users] Certificate based access instead of username/pw
If you ever get this working, please let me know. I've tried and failed. On 2/21/2011 2:35 PM, Kevin Falcone wrote: On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm
Re: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem
On Mon, Feb 21, 2011 at 05:52:18AM -0800, nrtusern wrote: Dear friends. I am setting up a rt 3.8.9 on Ubuntu 8.04 after successfully installed rt and start the apache2 by reading the README, i met the following 2 problems: 1. the display speed of the main page is very slow, it may take 1 minute to open the login screen. 2. username root and the password password doesn't work, I always get the http://noauth/Login.html; Is that the actual URL you get? Also, when RT fails a login, you should see 'FAILED LOGIN for' in the logs -kevin I try to reset the root password, but doesn't work for me by: - perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ -MRT -MRT::User \ -e'RT::LoadConfig();RT::Init(); my $u = RT::User-new($RT::SystemUser); $u-Load(root); $u-SetPassword(secret)' -- So I guess something wrong with my configuration, can someone give me some suggestion? the site configration is: - Set($rtname, kk); Set($Organization, rt.kk.org); Set($Timezone, 'US/Pacific'); Set($WebBaseURL, http://rt.kk.org;); Set($WebPath, /); Set($CorrespondAddress, 'corresp...@kk.org'); Set($CommentAddress, 'comm...@kk.org'); Set($SendmailPath, /usr/lib/sendmail); Set($OwnerEmail, ad...@example.com); and the apache configuration is: - VirtualHost * ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- here is the warning information from apache2 - [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78) - No more other error information. -- View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html Sent from the Request Tracker - User mailing list archive at Nabble.com. pgpNuvvGaCbQa.pgp Description: PGP signature
Re: [rt-users] Certificate based access instead of username/pw
On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: On 2/21/2011 2:35 PM, Kevin Falcone wrote: On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm If you ever get this working, please let me know. I've tried and failed. You don't say what failed, but the Apache side is just SSLVerifyClient require plus SSLUserName and I've worked with folks who have this set up, so it is certainly possible. -kevin pgp9PLvm0IQpm.pgp Description: PGP signature
Re: [rt-users] Certificate based access instead of username/pw
On Mon, Feb 21, 2011 at 12:35 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm If you do this (WebExternalAuth) and you're in an AD or Kerberos/LDAP environment, you may be able to use pass-through authentication (assuming that your users are logging in with the same credentials that they use for authentication to your servers). http://modauthkerb.sourceforge.net/ http://httpd.apache.org/docs/2.0/mod/mod_auth_ldap.html I have mod_auth_kerb working in this manner, authenticating against AD (not in RT, but in a different app served through Apache). I haven't tested mod_auth_ldap yet, but it would only be necessary if you're looking to authorize your clients (versus just authenticating them).
Re: [rt-users] Certificate based access instead of username/pw
On 2/21/2011 3:15 PM, Kevin Falcone wrote: On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: On 2/21/2011 2:35 PM, Kevin Falcone wrote: On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm If you ever get this working, please let me know. I've tried and failed. You don't say what failed, but the Apache side is just SSLVerifyClient require plus SSLUserName Yes, we have all of the cert stuff working fine (required). I tried: SSLUserName SSL_CLIENT_S_DN_UID and turned on WebExternalAuth, et al. Restarted httpd, closed browser, visited site, entered certificate passphrase, and saw the same old RT login screen. Also tried: SSLUserName 0.9.2342.19200300.100.1.1
Re: [rt-users] Certificate based access instead of username/pw
On Mon, Feb 21, 2011 at 03:24:37PM -0500, Jeff Blaine wrote: On 2/21/2011 3:15 PM, Kevin Falcone wrote: On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: On 2/21/2011 2:35 PM, Kevin Falcone wrote: On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm If you ever get this working, please let me know. I've tried and failed. You don't say what failed, but the Apache side is just SSLVerifyClient require plus SSLUserName Yes, we have all of the cert stuff working fine (required). I tried: SSLUserName SSL_CLIENT_S_DN_UID and turned on WebExternalAuth, et al. Restarted httpd, closed browser, visited site, entered certificate passphrase, and saw the same old RT login screen. This implies you didn't turn on WebExternalAuth, or also turned on WebFallbackToInternalAuth. Apache will log the REMOTE_USER so it is relatively straightforward to see if the Apache is providing enough information for RT. -kevin pgpl61boePPg7.pgp Description: PGP signature
[rt-users] FW: Global Scrips Templates - with 1 Queue Exception
Hi, Does anyone have any idea about my query below? Would love any suggestions... Cheers Jo From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joanne Keown Sent: Monday, 21 February 2011 10:34 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Global Scrips Templates - with 1 Queue Exception Hi there, I'm running v8.8.7. I have 8 Queues set up, with scrips templates set at the Global level. However, one of these Queues is an exception to the rule and I don't want the Global scrips/templates to apply to this one. I have already set up specific scrip template for this one Queue, however, the Global ones also apply so I get a double up of Autoreply messages. I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue. Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved? Kind regards Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph:+61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.aumailto:joanne.ke...@coloradogroup.com.au [cid:image001.png@01CBD1B2.320A22A0]http://www.dianaferrari.com.au/[cid:image002.png@01CBD1B2.320A22A0]http://www.williamstheshoemen.com.au/[cid:image003.png@01CBD1B2.320A22A0]http://www.colorado.com.au/[cid:image004.png@01CBD1B2.320A22A0]http://www.jag.com.au/[cid:image005.png@01CBD1B2.320A22A0]http://www.mathers.com.au/ [cid:image006.jpg@01CBD1B2.320A22A0]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. inline: image001.pnginline: image002.pnginline: image003.pnginline: image004.pnginline: image005.pnginline: image006.jpg
Re: [rt-users] Global Scrips Templates - with 1 Queue Exception
One of two ways: Create a blank template for that queue with the same name as the global template. Then RT will just do nothing for that queue. Alternatively, you could enable this widely-used RT extension to disable/enable templates on a queue level: https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips. Kind regards, Nicôle -- Message: 1 Date: Mon, 21 Feb 2011 10:34:23 +1000 From: Joanne Keown joanne.ke...@coloradogroup.com.au To: RT-Users@lists.bestpractical.com RT-Users@lists.bestpractical.com Subject: [rt-users] Global Scrips Templates - with 1 Queue Exception Message-ID: 0f5fc019e0cdf3459ee1b8d44e8507274543874...@bne-exch.coloradogroup.com.au Content-Type: text/plain; charset=us-ascii Hi guys, I'm running v8.8.7. I have got 8 Queues set up, with scrips templates set at the Global level. However, one of these Queues is an exception to the rule and I don't want the Global scrips/templates to apply to this one. I have already set up specific scrip template for this one Queue, however, the Global ones also apply so I get a double up of Autoreply messages. I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue. Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved? Kind regards Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph:+61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.aumailto:joanne.ke...@coloradogroup.com.au [cid:image001.png@01CBD1B2.320A22A0]http://www.dianaferrari.com.au/[cid:image002.png@01CBD1B2.320A22A0]http://www.williamstheshoemen.com.au/[cid:image003.png@01CBD1B2.320A22A0]http://www.colorado.com.au/[cid:image004.png@01CBD1B2.320A22A0]http://www.jag.com.au/[cid:image005.png@01CBD1B2.320A22A0]http://www.mathers.com.au/ [cid:image006.jpg@01CBD1B2.320A22A0]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. [cid:image009.jpg@01CBD1B2.E7D71ED0] Become an exclusive Fusion member of 5 of Australia's leading apparel footwear brands - click herehttp://www.fusioncard.com.au/ or type http://www.fusioncard.com.au/ into your browser. This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment.html -- next part -- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 3147 bytes Desc: image001.png URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment.png -- next part -- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 3439 bytes Desc: image002.png URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0001.png -- next part -- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 2914 bytes Desc: image003.png URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0002.png -- next part -- A non-text attachment was scrubbed... Name: image004.png Type: image/png Size: 1642 bytes Desc: image004.png URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0003.png -- next part -- A non-text attachment was scrubbed... Name: image005.png Type: image/png Size: 2168 bytes Desc: image005.png URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110221/faf4f63b/attachment-0004.png -- next part -- A non-text attachment was scrubbed... Name: image006.jpg Type: image/jpeg Size: 1354 bytes Desc: image006.jpg URL: http://lists.bestpractical.com
Re: [rt-users] Certificate based access instead of username/pw
On Mon, Feb 21, 2011 at 04:11:21PM -0500, Jeff Blaine wrote: Set($WebExternalAuth, 1); Set($WebExternalAuthContinuous, 1); Set($WebFallbackToInternalAuth , undef); SSLVerifyClient require SSLUserName SSL_CLIENT_S_DN_UID %u (remote user) logs as - for me, so is no help other than to indicate it's not working. RT 3.8.7 Apache httpd 2.2.3-45.el5 Thanks for the help though. Just to be clear, this seems to be an apache failure to set REMOTE_USER rather than any issue with RT. -kevin pgpDfY4ODyFOl.pgp Description: PGP signature
[rt-users] RT Intergration with Vendor ticketing?
Anyone have a good solution for managing vendor tickets alongside my internal tickets? This is very custom, I know, but I'm wondering if anyone has experiences to share. Basically many of my tickets end up requiring contacting a vendor for support, or the datacenter remote hands support teams. Both of those have their own ticket systems, and usually I can at least get updates to those tickets via email, though I often can't submit or comment on them them via email. One idea is just have an email address where those vendor updates go, and a thin script on that email address that searches for the vendor ticket number on one of my tickets (custom field?) and attaches the email to that ticket. Not sure.. it feels like this should be a solved problem. Mark Farver
Re: [rt-users] RT Intergration with Vendor ticketing?
On 02/21/2011 04:59 PM, Mark Farver wrote:
Anyone have a good solution for managing vendor tickets alongside my
internal tickets? This is very custom, I know, but I'm wondering if
anyone has experiences to share.
I did the following to address this exact issue:
In my Correspondence template, I added:
code
RT-Attach-Message: yes
Reply-To: ticket{$Ticket-id}@vmydomain.com
/code
Then used my email gateway to forward all mail so addressed to a
specific user whose procmailrc file looks like this:
code
#
# This procmail script is used to redirect emails addressed to
# ticketn...@mydomain.com into RT. It does so by extracting the
# portion of the email address and changing that into an
# appropriate subject.
#
# This script must live in $HOME/.procmailrc
#
VERBOSE=yes
LOGFILE=/tmp/ticket2rc.log
LOGFILE=
LOGABSTRACT=yes
SEDSCRIPT='s/^.*ticket\([0-9]*\)\@mydomain.com.*/\1/i'
TICKETID=`formail -xResent-To: -xTo: -xCc: -xBcc: | grep ticket[0-9]* |
sed -e $SEDSCRIPT | head -n1`
SUBJECT=`formail -xSubject: | sed -e 's/\[mydomain.com #[0-9]*\]//g'`
:0
{
:0
| formail -i To: it-supp...@mydomain.com -i Subject:
[mydomain.com #${TICKETID}] $SUBJECT \
|/bin/sed -f /etc/smrsh/rtstrip.sed \
|/etc/smrsh/rt-mailgate --queue IT_support --action
correspond --url http://rt/rt/
}
/code
With this configuration I create my ticket in RT, citing their email
address as a CC recipient. Their replies are then directed back to the
ticket. I've been doing this for about three years with great success.
Barry
Re: [rt-users] Global Scrips Templates - with 1 Queue Exception
On 21 Feb 2011 21:21, Chris Herrmann wrote: If there is a more elegant way of doing this then please let me know. The more elegant way to do this was posted by Nicôle Layne-Balram in the previous response to Joanne. All you need to do to disable mail from a global scrip is create a blank queue-level template with the same name as the template the global scrip uses. If you want different content, then just make the template what you want instead of blank. Thomas
[rt-users] RT 3.8.9 - Subject Tag field often blank
Hi Everyone When editing a queue I often find the Subject Tag field blank. The emails vacillate between what the value should be, and what the default is, but I am unsure whether I do anything to cause the inconsistency. I am busy trawling through bugs, but this is a bit of a big deal right now (anal retentive customer) and so I am asking for help as I search. Sincerely, Jason Doller
