[rt-users] scipts not working
Hi List,
RT: 3.6.7, debian5
sorry, I don't know what I am doing wrong, it must be my lack of pearl
knowledge. I have the following scrip, with which I want to set a
customfield value via email contents:
***
Custom condition:
my $AttachObj = $self-TransactionObj-Attachments-First;
if (($self-TransactionObj-Type eq Create) ($AttachObj-Content =~
/RT-Set-Test\:/)) {
return(1);
} else {
return(undef);
}
***
Custom action prep code:
$RT::Logger-info(Automagic Ticket change);
1;
my $AttachObj = $self-TransactionObj-Attachments-First;
# go out if content is not text!
unless( $AttachObj-ContentType =~ /^text/ ) {
return 1;
}
my $content = $AttachObj-Content;
if( $content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-AddCustomFieldValue( Field = 'muethos-test:
test', Value = $1 );
}
# strip special commands from email content
$content =~ s/^\QRT-Set-Test:\E\s*(\S+)\s*$//gm;
# silently overwrite attachment content
$AttachObj-__Set( Field = 'Content', Value = $content );
1;
***
Custom action cleanup code:
return( 1 );
***
My customfield is: enter one value (I also tried enter multiple values)
If I send an email with the following contents
RT-Set-Test: Test
it works perfectly fine, my customfield muethos-test: test contains Test.
But I want more than just one word, I tried the following:
RT-Set-Test: Test 1
RT-Set-Test: 'Test 1'
RT-Set-Test: Test 1
RT-Set-Test:'Test 1'
all of them do not work.
Can anyone help me?
Thanks a lot.
Violetta
--
creating IT solutions
Violetta J. Wawryk science + computing ag
IT-Service Hagellocher Weg 73
phone +49 7071 9457 282 72070 Tuebingen, Germany
fax +49 7071 9457 211 www.science-computing.de
--
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Dr. Bernd Finkbeiner, Dr. Roland Niemeier,
Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Michel Lepert
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196
Re: [rt-users] Is possible to get the name of the AdminCc group in Searches
Hello, RT 3.8 has a few modifications to show groups instead of displaying users who are members of those groups. I think there are places where we don't do this. Feel free to file a bug report, preferably with a screenshot. On Wed, Mar 23, 2011 at 8:22 PM, Ahmed, Mohammed Naweed (LNG-BCT) naweedmohammed.ah...@lexisnexis.com wrote: AdmiCc, gives you the email addresses of all members of the Group the ticket is assigned to. I would like to get the Name of the group, can it be done?. For example the AdminCc of ticket 1 is a group called ‘Group1’, and m1,m2, m3 are members of Group1. When I select the column ‘AdminCc’ in the search, it is giving me the email addresses of m1, m2 and m3, I want the name ‘Group1’ Thanks, any help is greatly appreciated. Naweed The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -- Best regards, Ruslan.
[rt-users] Support Contract Client Check
Hi, I am running RT 3.8.4 and have created a custom field, with a list of all our clients, so that the client name is selected from the list when creating or updating a ticket. I am now looking to implement a way of checking if the client's support contract has not expired (and perhaps even, displaying a message informing the RT user that the client's contract has expired and also highlighting the custom field in red - under ticket metadata - when viewing existing tickets referring to clients that do not have valid support contract). This support contract information is available in an excel spreadsheet that I could either: * link to RT in some way (of course, the danger here is that in order for this to work, the name of client must be exactly the same as in RT) or; * update the support contract information in RT form time to time (probably safer this way) In future, I would also like to allow our clients to be able to view and update their own tickets, and would also like to deny access (automatically, based on the check above) if the support contract has expired - possibly displaying a message informing the user that why the access was denied. I would really appreciate in if someone could point me in the right direction. Thanks and regards, Walid
Re: [rt-users] Support Contract Client Check
Hi, This is possible, if you find a Way to Store The support Contract information. Good starting Point is Asset tracker in this Case, where you can Store The information. Based on The customfield with The Client information and a Tiny Script you can Link to The Contract and also you can Grab The Time information from The Asset and out them into The Ticket. If you Need more help, let me Know. Von meinem iPhone gesendet Am 24.03.2011 um 12:54 schrieb Walid Haider walid.hai...@movensis.com: Hi, I am running RT 3.8.4 and have created a custom field, with a list of all our clients, so that the client name is selected from the list when creating or updating a ticket. I am now looking to implement a way of checking if the client’s support contract has not expired (and perhaps even, displaying a message informing the RT user that the client’s contract has expired and also highlighting the custom field in red – under ticket metadata – when viewing existing tickets referring to clients that do not have valid support contract). This support contract information is available in an excel spreadsheet that I could either: · link to RT in some way (of course, the danger here is that in order for this to work, the name of client must be exactly the same as in RT) or; · update the support contract information in RT form time to time (probably safer this way) In future, I would also like to allow our clients to be able to view and update their own tickets, and would also like to deny access (automatically, based on the check above) if the support contract has expired – possibly displaying a message informing the user that why the access was denied. I would really appreciate in if someone could point me in the right direction. Thanks and regards, Walid
[rt-users] [solved]RT-Extension-QueueWizard:Change the the predefined User Groups
Okay I'm done on my own . if someone take care /opt/rt3/share/html/QueueWizard/Admin/index.html Replace all entrys with _owners by _(your group for the admin queue) *without the brackets and all entrys with _support by _( your group for the users in the queue) best regards john s. -- View this message in context: http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31228294.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Support Contract Client Check
Walid: I've done something similar but my approach was slightly different. My customers in most cases have more than one contact, so for every customer I created a group, and added their contacts as members of their group, the group name is the customer name, and I added a couple of group custom fields, contract_name and contract_expire_date. When any of the contacts create a ticket, there is a global scrip that identify the requestor and if it belongs to a customer group it populates a ticket custom field customer_name with the name of the group the requestor belongs to, it also populates ticket custom fields relating to contract name and expire grabbed from the group custom fields. To keep my RT in sync with the CRM system (to update the customer and contract information), I run daily script that export this info from CRM and update the group custom fields within my RT. Hope this helps. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Walid Haider Sent: 24 March 2011 11:54 To: rt-users@lists.bestpractical.com Subject: [rt-users] Support Contract Client Check Hi, I am running RT 3.8.4 and have created a custom field, with a list of all our clients, so that the client name is selected from the list when creating or updating a ticket. I am now looking to implement a way of checking if the client's support contract has not expired (and perhaps even, displaying a message informing the RT user that the client's contract has expired and also highlighting the custom field in red - under ticket metadata - when viewing existing tickets referring to clients that do not have valid support contract). This support contract information is available in an excel spreadsheet that I could either: * link to RT in some way (of course, the danger here is that in order for this to work, the name of client must be exactly the same as in RT) or; * update the support contract information in RT form time to time (probably safer this way) In future, I would also like to allow our clients to be able to view and update their own tickets, and would also like to deny access (automatically, based on the check above) if the support contract has expired - possibly displaying a message informing the user that why the access was denied. I would really appreciate in if someone could point me in the right direction. Thanks and regards, Walid
Re: [rt-users] [solved]Request Tracker Doesn't work properly Web if Doesnt show all Elements
Here are my Configurations for other people:
conf file in conf.d directory
rtalias:
Alias /rt /opt/rt3/share/html
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt3/share/html
AllowOverride All
Options ExecCGI FollowSymLinks
IfModule mod_access.c
Order allow,deny
Allow from all
/IfModule
/Directory
Location /rt
AddDefaultCharset UTF-8
SetHandler perl-script
PerlHandler RT::Mason
/Location
RT_SiteConfig.pm
1;
Set($rtname , examplecorp);
Set($Organization , rt.example.com);
# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
#TIMEZONE . takes the timezone from linux installation.
my $zone = UTC;
$zone='/bin/cat /etc/timezone'
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
Set($WebPath , '/rt');
Set($WebBaseURL , http://rt.example.com;);
# }}}
# {{{ Database Configuration
# Database driver beeing used. Case matters
# Valid types are mysql, Oracle and Pg
Set($DatabaseType , 'mysql');
# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
Set($DatabaseHost , 'localhost');
Set($DatabaseRTHost , 'localhost');
# The port that your database server is running on. Ignored unless it's
# a positive integer. It's usually safe to leave this blank
Set($DatabasePort , );
#The name of the database user (inside the database)
Set($DatabaseUser , 'rtuser');
# Password the DatabaseUser should use to access the database
Set($DatabasePassword , 'password');
Set($RTAddressRegexp ,
'^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$');
Some Modifications:
one the default Virtual File outside from the Virtual Host directive :
Add a line with ServerName localhost
alternatively you can do this on the apache2.conf file
i hope this might be helpfully for somebody
@Thomas: . thanks anyway =)
grettings john s.
--
View this message in context:
http://old.nabble.com/-solved-Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30901244.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Queue not receiving/ forwarding emails
Create a custom contact in exchange with the address set to your queue email add. For eg: In exchange create a contact for queuen...@mydomain.com that points at queuen...@myrthost.mydomain.com Then use rt mailgate to parse incoming emails. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au
Re: [rt-users] scipts not working
Try change the regexp from
$content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m
to
$content =~ /RT-Set-Test:\s*(.+)$/mg;
-Chris
Am 24.03.2011 11:17, schrieb Violetta J. Wawryk:
Hi List,
RT: 3.6.7, debian5
sorry, I don't know what I am doing wrong, it must be my lack of pearl
knowledge. I have the following scrip, with which I want to set a
customfield value via email contents:
***
Custom condition:
my $AttachObj = $self-TransactionObj-Attachments-First;
if (($self-TransactionObj-Type eq Create) ($AttachObj-Content =~
/RT-Set-Test\:/)) {
return(1);
} else {
return(undef);
}
***
Custom action prep code:
$RT::Logger-info(Automagic Ticket change);
1;
my $AttachObj = $self-TransactionObj-Attachments-First;
# go out if content is not text!
unless( $AttachObj-ContentType =~ /^text/ ) {
return 1;
}
my $content = $AttachObj-Content;
if( $content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-AddCustomFieldValue( Field = 'muethos-test:
test', Value = $1 );
}
# strip special commands from email content
$content =~ s/^\QRT-Set-Test:\E\s*(\S+)\s*$//gm;
# silently overwrite attachment content
$AttachObj-__Set( Field = 'Content', Value = $content );
1;
***
Custom action cleanup code:
return( 1 );
***
My customfield is: enter one value (I also tried enter multiple values)
If I send an email with the following contents
RT-Set-Test: Test
it works perfectly fine, my customfield muethos-test: test contains Test.
But I want more than just one word, I tried the following:
RT-Set-Test: Test 1
RT-Set-Test: 'Test 1'
RT-Set-Test: Test 1
RT-Set-Test:'Test 1'
all of them do not work.
Can anyone help me?
Thanks a lot.
Violetta
[rt-users] script create user in RT system with validation LDAP
Hi all!
I want create user with perl script, but don't working.
Can you help me?
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'username';
my $mail = 'usern...@domain.com';
RT-Config-Get('WebExternalAuto');
$session-{'CurrentUser'} = RT::CurrentUser-new();
$session-{'CurrentUser'}-Load($user);
my $UserObj = RT::User-new($RT::SystemUser);
print $UserObj.\n;
my ($val, $msg) = $UserObj-SetName($user);
my ($val, $msg) =
$UserObj-Create(
%{ref($RT::AutoCreate) ? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
_RecordTransaction = 1,
EmailAddress = $mail,
RealName = 'User USer',
Comments = 'user LDAP',
WorkPhone = 'phone,
Address1 = 'streetAddress',
City = 'l',
State = 'st',
Zip = 'postalCode',
Country = 'co'
);
$RT::Logger-info(Autocreated authenticated user . $UserObj-Name .
( . $UserObj-Id . )\n);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
if(RT::Authen::ExternalAuth::UserExists($user)){ print EXISTS;} else
{print NO EXISTS;}
$RT::Logger-info( Autocreated external user,
$UserObj-Name,
(,
$UserObj-Id,
));
$RT::Logger-debug(Loading new user (,
$username,
) into current session);
$session-{'CurrentUser'}-Load($username);
Re: [rt-users] Support Contract Client Check
Hi Roy, Thanks for your response, any chance you can send me an example of the global scrip you are using? Regards, Walid From: Raed El-Hames [mailto:raed.el-ha...@daisygroupplc.com] Sent: quinta-feira, 24 de Março de 2011 12:10 To: Walid Haider; rt-users@lists.bestpractical.com Subject: RE: Support Contract Client Check Walid: I've done something similar but my approach was slightly different. My customers in most cases have more than one contact, so for every customer I created a group, and added their contacts as members of their group, the group name is the customer name, and I added a couple of group custom fields, contract_name and contract_expire_date. When any of the contacts create a ticket, there is a global scrip that identify the requestor and if it belongs to a customer group it populates a ticket custom field customer_name with the name of the group the requestor belongs to, it also populates ticket custom fields relating to contract name and expire grabbed from the group custom fields. To keep my RT in sync with the CRM system (to update the customer and contract information), I run daily script that export this info from CRM and update the group custom fields within my RT. Hope this helps. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Walid Haider Sent: 24 March 2011 11:54 To: rt-users@lists.bestpractical.com Subject: [rt-users] Support Contract Client Check Hi, I am running RT 3.8.4 and have created a custom field, with a list of all our clients, so that the client name is selected from the list when creating or updating a ticket. I am now looking to implement a way of checking if the client's support contract has not expired (and perhaps even, displaying a message informing the RT user that the client's contract has expired and also highlighting the custom field in red - under ticket metadata - when viewing existing tickets referring to clients that do not have valid support contract). This support contract information is available in an excel spreadsheet that I could either: · link to RT in some way (of course, the danger here is that in order for this to work, the name of client must be exactly the same as in RT) or; · update the support contract information in RT form time to time (probably safer this way) In future, I would also like to allow our clients to be able to view and update their own tickets, and would also like to deny access (automatically, based on the check above) if the support contract has expired - possibly displaying a message informing the user that why the access was denied. I would really appreciate in if someone could point me in the right direction. Thanks and regards, Walid
Re: [rt-users] script create user in RT system with validation LDAP
On Thu, Mar 24, 2011 at 03:20:12PM +0100, Sergio Cubero wrote:
I want create user with perl script, but don't working.
Can you help me?
How doesn't it work?
Please describe the failure and provide the logs.
-kevin
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'username';
my $mail = 'usern...@domain.com';
RT-Config-Get('WebExternalAuto');
$session-{'CurrentUser'} = RT::CurrentUser-new();
$session-{'CurrentUser'}-Load($user);
my $UserObj = RT::User-new($RT::SystemUser);
print $UserObj.\n;
my ($val, $msg) = $UserObj-SetName($user);
my ($val, $msg) =
$UserObj-Create(
%{ref($RT::AutoCreate) ? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
_RecordTransaction = 1,
EmailAddress = $mail,
RealName = 'User USer',
Comments = 'user LDAP',
WorkPhone = 'phone,
Address1 = 'streetAddress',
City = 'l',
State = 'st',
Zip = 'postalCode',
Country = 'co'
);
$RT::Logger-info(Autocreated authenticated user . $UserObj-Name .
( . $UserObj-Id . )\n);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
if(RT::Authen::ExternalAuth::UserExists($user)){ print EXISTS;}
else {print NO EXISTS;}
$RT::Logger-info( Autocreated external user,
$UserObj-Name,
(,
$UserObj-Id,
));
$RT::Logger-debug(Loading new user (,
$username,
) into current session);
$session-{'CurrentUser'}-Load($username);
pgpTlkH5ivltx.pgp
Description: PGP signature
Re: [rt-users] script create user in RT system with validation LDAP
Hi Kevin.
Mi log file is this:
[Thu Mar 24 16:20:36 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with: Disabled: 0,
EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 16:20:36 2011] [debug]: Attempting to get user info using
this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 16:20:36 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0,
EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 16:20:36 2011] [error]: No puedo crear el usuario pruebas:
Could not set user info (./scripts/crea_user2.pl:39)
Thanks.
El 24/03/2011 16:58, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 03:20:12PM +0100, Sergio Cubero wrote:
I want create user with perl script, but don't working.
Can you help me?
How doesn't it work?
Please describe the failure and provide the logs.
-kevin
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'username';
my $mail = 'usern...@domain.com';
RT-Config-Get('WebExternalAuto');
$session-{'CurrentUser'} = RT::CurrentUser-new();
$session-{'CurrentUser'}-Load($user);
my $UserObj = RT::User-new($RT::SystemUser);
print $UserObj.\n;
my ($val, $msg) = $UserObj-SetName($user);
my ($val, $msg) =
$UserObj-Create(
%{ref($RT::AutoCreate) ? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
_RecordTransaction = 1,
EmailAddress = $mail,
RealName = 'User USer',
Comments = 'user LDAP',
WorkPhone = 'phone,
Address1 = 'streetAddress',
City = 'l',
State = 'st',
Zip = 'postalCode',
Country = 'co'
);
$RT::Logger-info(Autocreated authenticated user . $UserObj-Name .
( . $UserObj-Id . )\n);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
if(RT::Authen::ExternalAuth::UserExists($user)){ print EXISTS;}
else {print NO EXISTS;}
$RT::Logger-info( Autocreated external user,
$UserObj-Name,
(,
$UserObj-Id,
));
$RT::Logger-debug(Loading new user (,
$username,
) into current session);
$session-{'CurrentUser'}-Load($username);
[rt-users] Time Worked Report
Hi, I am a bit of a newbie with RT, and was wondering if you could help me. After following the installation your instructions at http://requesttracker.wikia.com/wiki/TimeWorkedReport, I get the following errors when clicking on the Time Worked Report link in RT: Error during compilation of /usr/share/rt3/html/Elements/SelectMultiQueue: Global symbol $d requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 51. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 77. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 80. Although the requirement states RT 3.8.5, I decided to give it a go on 3.8.4. Must I definitely upgrade in order to get this report to work? I am running RT on the following setup: Fedora Core 12, Apache 2.2.14, MYSQL 5.1 Thanks in advance. Regards, Walid
[rt-users] Subscription of Dashboard and Outlook
I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
Re: [rt-users] Subscription of Dashboard and Outlook
(11/03/24 12:55), Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, :D and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; I'm also surprised this is the first time that has come up. Unfortunately I don't have any solution ready for you. a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, I haven't seen anything like that. b) A way to send the dashboard e-mails as plain text instead of html? I want to add this feature ( http://issues.bestpractical.com/Ticket/Display.html?id=12587 ) but unfortunately there's nothing that converts HTML to plaintext that both works well and that we can ship with RT. I even have a branch in the code with everything done except actually calling whatever function to downgrade HTML to plaintext. Thanks! Shawn
Re: [rt-users] Support Contract Client Check
The scrip do all sorts of things, so I just put the relevant bits below
Condition: On Create
Action: User Defined
Custom action preparation code: return 1;
Custom action cleanup code:
#Assumption ticket is created via mail/web by a customer contact.
#So creator == requestor
my $req =$self-TicketObj-CreatorObj ;
my $org = $req-ContactMembership ; #ContactMembership explained below
if ($org) {
#We found this requestor belong to a Customer group
my $g_obj = RT::Group-new(RT::SystemUser);
$g_obj-LoadUserDefinedGroup($org);
my $service_id = $g_obj-FirstCustomFieldValue('Service_Order');
my $service_valid_from =
$g_obj-FirstCustomFieldValue('Service_Order_Start');
my $service_expire = $g_obj-FirstCustomFieldValue('Service_Order_Expire');
$self-{custfield}=RT::CustomField-new(RT::SystemUser);
$self-{custfield}-LoadByName(Name= 'Customer_name');
$self-{TicketObj}-AddCustomFieldValue(Field=$self-{custfield},Value=
$org);
$self-{custfield2}=RT::CustomField-new(RT::SystemUser);
$self-{custfield2}-LoadByName(Name= 'Service_Order_Number');
$self-{TicketObj}-AddCustomFieldValue(Field=$self-{custfield2},Value=
$service_id);
$self-{custfield3}=RT::CustomField-new(RT::SystemUser);
$self-{custfield3}-LoadByName(Name= 'Service_Order_Number_Expire_Date');
$self-{TicketObj}-AddCustomFieldValue(Field=$self-{custfield3},Value=
$service_expire );
return 1;
} else {
return undef;
}
ContactMembership is a function I written and put it in User_Vendor.pm.
There are few ways to extract groups a user belong to , but I needed one
specific to customers.
sub ContactMembership {
# Identify a group a user belong to
# Used in scrip action to identify cust contact
# Expects a user id and return group name
# If user belong to more than one it returns undef
# This should not happen with customer contacts
my $self = shift;
my $MemberId = $self-Id ;
my $group_list = '';
my $Groups = RT::Groups-new($RT::SystemUser);
$Groups-Limit( FIELD = 'Description',OPERATOR = 'LIKE', VALUE =
'Customer-');
$Groups-Limit( FIELD = 'Domain',OPERATOR = '=', VALUE =
'SystemInternal');
$Groups-Limit( FIELD = 'Domain',OPERATOR = '=', VALUE =
'UserDefined');
my $alias = $Groups-Join(
TYPE = 'left',
ALIAS1 = 'main',
FIELD1 = 'id',
TABLE2 = 'GroupMembers',
FIELD2 = 'GroupId'
);
$Groups-Limit(
ALIAS = $alias,
FIELD = 'MemberId',
OPERATOR = '=',
VALUE = $MemberId,
);
return undef unless $Groups-Count == 1 ;
return $Groups-First-Name ;
}
As I mentioned I removed bits from the scrip and the function, so please check
the code for any errors.
Note my customer groups have their description starting with Customer-
Regards;
Roy
From: Walid Haider [mailto:walid.hai...@movensis.com]
Sent: 24 March 2011 14:53
To: Raed El-Hames; rt-users@lists.bestpractical.com
Subject: RE: Support Contract Client Check
Hi Roy,
Thanks for your response, any chance you can send me an example of the global
scrip you are using?
Regards,
Walid
From: Raed El-Hames [mailto:raed.el-ha...@daisygroupplc.com]
Sent: quinta-feira, 24 de Março de 2011 12:10
To: Walid Haider; rt-users@lists.bestpractical.com
Subject: RE: Support Contract Client Check
Walid:
I've done something similar but my approach was slightly different.
My customers in most cases have more than one contact, so for every customer I
created a group, and added their contacts as members of their group, the group
name is the customer name, and I added a couple of group custom fields,
contract_name and contract_expire_date.
When any of the contacts create a ticket, there is a global scrip that identify
the requestor and if it belongs to a customer group it populates a ticket
custom field customer_name with the name of the group the requestor belongs to,
it also populates ticket custom fields relating to contract name and expire
grabbed from the group custom fields.
To keep my RT in sync with the CRM system (to update the customer and contract
information), I run daily script that export this info from CRM and update the
group custom fields within my RT.
Hope this helps.
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Walid Haider
Sent: 24 March 2011 11:54
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Support Contract Client Check
Hi,
I am running RT 3.8.4 and have created a custom field, with a list of all our
clients, so that the client name is selected from the list when creating or
updating a ticket.
I am now looking to implement a way of checking if the client's support
contract has not expired (and perhaps even, displaying a message
Re: [rt-users] Time Worked Report
Walid, Did you copy the /share/... directories/files to .../local/. directories/files and make your modifications there? That a WAY safer way to make modifications. You may have forgotten one and that is the problem? Kenn LBNL On Thu, Mar 24, 2011 at 9:51 AM, Walid Haider walid.hai...@movensis.comwrote: Hi, I am a bit of a newbie with RT, and was wondering if you could help me. After following the installation your instructions at http://requesttracker.wikia.com/wiki/TimeWorkedReport, I get the following errors when clicking on the Time Worked Report link in RT: Error during compilation of /usr/share/rt3/html/Elements/SelectMultiQueue: Global symbol $d requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 51. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 77. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 80. Although the requirement states RT 3.8.5, I decided to give it a go on 3.8.4. Must I definitely upgrade in order to get this report to work? I am running RT on the following setup: Fedora Core 12, Apache 2.2.14, MYSQL 5.1 Thanks in advance. Regards, Walid
Re: [rt-users] scipts not working
Christian,
First, I'd re-arrange your code and simplify it. Start by using RT's
standard condition On Create. That other stuff is just redundant to what
you want to do and that clutters the logic flow.
Then, I'd make the logic in your Custom Prep Code area more linear, or top
down. This type of code let's you test for all the conditions you Don't
want, 1 at a time, in order to get out. If all those conditions fail, you
can then do your thing. It also makes code easier to follow debug:
Custom Action Prep Code:
# set regular values
my $ticket = $self-TicketObj;
my $trans = $self-TransactionObj;
my $AttachObj = $trans-Attachments-First;
my $content = $AttachObj-Content;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = muethos-test:test;
my $cf_value;
# Get out of Content isn't whatever
return unless ($AttachObj-Content =~/RT-Set-Test\:/);
$RT::Logger-info(Passed first test);
# Get out of Content Type isn't text, although I don't know why you need
this when the one above seems sufficient
return unless ($AttachObj-ContentType =~ /^text/);
$RT::Logger-info(Passed second test);
# Get out for another reason
return unless ($content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m);
$RT::Logger-info(Passed third test);
# Build Content value
$content =~ s/^\QRT-Set-Test:\E\s*(\S+)\s*$//gm;
# Now put the new $content value into your CF
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n);
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$content,
RecordTransaction=0);
return 1;
Custom Action Cleanup Code:
return 1;
I didn't check the regexp syntax, I just wanted to show you a way to write
the code so it flows top down without redundancy. It just makes it way
easier to debug cause you can put Logger comments in each step and follow
what is happening.
Hope this helps.
Kenn
LBNL
On Thu, Mar 24, 2011 at 6:54 AM, Christian Loos cl...@netcologne.de wrote:
Try change the regexp from
$content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m
to
$content =~ /RT-Set-Test:\s*(.+)$/mg;
-Chris
Am 24.03.2011 11:17, schrieb Violetta J. Wawryk:
Hi List,
RT: 3.6.7, debian5
sorry, I don't know what I am doing wrong, it must be my lack of pearl
knowledge. I have the following scrip, with which I want to set a
customfield value via email contents:
***
Custom condition:
my $AttachObj = $self-TransactionObj-Attachments-First;
if (($self-TransactionObj-Type eq Create) ($AttachObj-Content =~
/RT-Set-Test\:/)) {
return(1);
} else {
return(undef);
}
***
Custom action prep code:
$RT::Logger-info(Automagic Ticket change);
1;
my $AttachObj = $self-TransactionObj-Attachments-First;
# go out if content is not text!
unless( $AttachObj-ContentType =~ /^text/ ) {
return 1;
}
my $content = $AttachObj-Content;
if( $content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-AddCustomFieldValue( Field = 'muethos-test:
test', Value = $1 );
}
# strip special commands from email content
$content =~ s/^\QRT-Set-Test:\E\s*(\S+)\s*$//gm;
# silently overwrite attachment content
$AttachObj-__Set( Field = 'Content', Value = $content );
1;
***
Custom action cleanup code:
return( 1 );
***
My customfield is: enter one value (I also tried enter multiple
values)
If I send an email with the following contents
RT-Set-Test: Test
it works perfectly fine, my customfield muethos-test: test contains
Test.
But I want more than just one word, I tried the following:
RT-Set-Test: Test 1
RT-Set-Test: 'Test 1'
RT-Set-Test: Test 1
RT-Set-Test:'Test 1'
all of them do not work.
Can anyone help me?
Thanks a lot.
Violetta
Re: [rt-users] Subscription of Dashboard and Outlook
On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks!
Re: [rt-users] script create user in RT system with validation LDAP
On Thu, Mar 24, 2011 at 05:22:05PM +0100, sercuto wrote:
Mi log file is this:
I don't see most of your log messages showing up there, especially the
part that tells you if this is an external or internal user. Are they
getting cut out?
You're also not returning an email address for the user, which makes
me think you might already have a user in the system with a blank
email address and RT won't allow you to make two like that.
-kevin
[Thu Mar 24 16:20:36 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: pruebas, Name: pruebas,
Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 16:20:36 2011] [debug]: Attempting to get user info
using this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 16:20:36 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled:
0, EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 16:20:36 2011] [error]: No puedo crear el usuario
pruebas: Could not set user info (./scripts/crea_user2.pl:39)
Thanks.
El 24/03/2011 16:58, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 03:20:12PM +0100, Sergio Cubero wrote:
I want create user with perl script, but don't working.
Can you help me?
How doesn't it work?
Please describe the failure and provide the logs.
-kevin
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'username';
my $mail = 'usern...@domain.com';
RT-Config-Get('WebExternalAuto');
$session-{'CurrentUser'} = RT::CurrentUser-new();
$session-{'CurrentUser'}-Load($user);
my $UserObj = RT::User-new($RT::SystemUser);
print $UserObj.\n;
my ($val, $msg) = $UserObj-SetName($user);
my ($val, $msg) =
$UserObj-Create(
%{ref($RT::AutoCreate) ? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
_RecordTransaction = 1,
EmailAddress = $mail,
RealName = 'User USer',
Comments = 'user LDAP',
WorkPhone = 'phone,
Address1 = 'streetAddress',
City = 'l',
State = 'st',
Zip = 'postalCode',
Country = 'co'
);
$RT::Logger-info(Autocreated authenticated user . $UserObj-Name .
( . $UserObj-Id . )\n);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
if(RT::Authen::ExternalAuth::UserExists($user)){ print EXISTS;}
else {print NO EXISTS;}
$RT::Logger-info( Autocreated external user,
$UserObj-Name,
(,
$UserObj-Id,
));
$RT::Logger-debug(Loading new user (,
$username,
) into current session);
$session-{'CurrentUser'}-Load($username);
pgpmmXoYXBObB.pgp
Description: PGP signature
Re: [rt-users] Time Worked Report
On Thu, Mar 24, 2011 at 04:51:28PM +, Walid Haider wrote: This implies that you have a syntax error in your copy and paste Error during compilation of /usr/share/rt3/html/Elements/SelectMultiQueue: Global symbol $d requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 51. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 77. Global symbol $queue requires explicit package name at /usr/share/rt3/html/Elements/SelectMultiQueue line 80. I have no idea if 3.8.5 is required but the RT version isn't related to your syntax error Although the requirement states RT 3.8.5, I decided to give it a go on 3.8.4. Must I definitely upgrade in order to get this report to work? -kevin pgpj49KjbURVD.pgp Description: PGP signature
Re: [rt-users] script create user in RT system with validation LDAP
Hi Kevin.
I have change the script. I running the script and local users or LDAP
users, but don't create user.
This is my new script:
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2_pruebas/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
use RT::Util;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'pruebas';
my $mail = 'prue...@dominio.com';
$session{'CurrentUser'} = RT::CurrentUser-new();
my $load_method = RT-Config-Get('WebExternalGecos') ? 'LoadByGecos' :
'Load';
$session{'CurrentUser'} = RT::CurrentUser-new();
$session{'CurrentUser'}-$load_method($user);
my $UserObj = RT::User-new(RT::CurrentUser-new('RT_System'));
my ($val, $msg) = $UserObj-Create(
%{ref($RT::AutoCreate) ?
$RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
---
This is my ouput log file:
[Thu Mar 24 17:40:34 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with: Disabled: 0,
EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 17:40:34 2011] [debug]: Attempting to get user info using
this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 17:40:34 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0,
EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 17:40:34 2011] [error]: No puedo crear el usuario pruebas:
Could not set user info (./crea_user2.pl:39)
...
thanks.
El 24/03/2011 18:33, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 05:22:05PM +0100, sercuto wrote:
Mi log file is this:
I don't see most of your log messages showing up there, especially the
part that tells you if this is an external or internal user. Are they
getting cut out?
You're also not returning an email address for the user, which makes
me think you might already have a user in the system with a blank
email address and RT won't allow you to make two like that.
-kevin
[Thu Mar 24 16:20:36 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: pruebas, Name: pruebas,
Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 16:20:36 2011] [debug]: Attempting to get user info
using this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 16:20:36 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled:
0, EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 16:20:36 2011] [error]: No puedo crear el usuario
pruebas: Could not set user info (./scripts/crea_user2.pl:39)
Thanks.
El 24/03/2011 16:58, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 03:20:12PM +0100, Sergio Cubero wrote:
I want create user with perl script, but don't working.
Can you help me?
How doesn't it work?
Please describe the failure and provide the logs.
-kevin
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'username';
my $mail = 'usern...@domain.com';
RT-Config-Get('WebExternalAuto');
$session-{'CurrentUser'} = RT::CurrentUser-new();
$session-{'CurrentUser'}-Load($user);
my $UserObj = RT::User-new($RT::SystemUser);
print $UserObj.\n;
my ($val, $msg) = $UserObj-SetName($user);
my ($val, $msg) =
$UserObj-Create(
%{ref($RT::AutoCreate) ? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
_RecordTransaction = 1,
EmailAddress = $mail,
RealName = 'User USer',
Comments
Re: [rt-users] Subscription of Dashboard and Outlook
Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
Re: [rt-users] Subscription of Dashboard and Outlook
(11/03/24 13:53), Jon Baker wrote: Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png That looks pretty bad, but is admittedly not as bad as I thought it would look. Which version of Outlook is this? Shawn On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks!
Re: [rt-users] Subscription of Dashboard and Outlook
Thanks for the comments, Andres, Unfortunately that's not going to be an acceptable solution, as the reason we're wanting to use this feature is to make it reealy easy for this person to see their ticket list. Even having that extra click would defeat what we're trying to accomplish. Obviously they didn't notice that message when they opened it initially. So, is there any way I can send the dashboard as a text-only e-mail? Or a place that I can define how the html code looks myself? On Mar 24, 2011, at 1:37 PM, Andres Bodhert wrote: Hey John, I found out about that same issue as well. However when I upgraded to Office 2010 on my PC, outlook displays a bar stating that to correctly view this email I should click on it so it can open it up in the browser. Then it looks like it should. Im pretty sure the email isn't pulling the CSS correctly from the web server or something like that. Regards, Andrés -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker Sent: Thursday, March 24, 2011 1:53 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Subscription of Dashboard and Outlook Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
Re: [rt-users] Subscription of Dashboard and Outlook
Hey John, I found out about that same issue as well. However when I upgraded to Office 2010 on my PC, outlook displays a bar stating that to correctly view this email I should click on it so it can open it up in the browser. Then it looks like it should. Im pretty sure the email isn't pulling the CSS correctly from the web server or something like that. Regards, Andrés -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker Sent: Thursday, March 24, 2011 1:53 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Subscription of Dashboard and Outlook Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
Re: [rt-users] Subscription of Dashboard and Outlook
I agree and want to know a solution as well. My user doesn't have Office 2010 so they cant even do that even if we wanted to. Regards, Andrés Bodhert Linux Administrator FlexTrade Systems, Inc. 111 Great Neck Rd. Suite 314 Great Neck, NY 11021 Direct: (516) 304 - 3660 Main: (516) 627 - 8993 andres.bodh...@flextrade.com www.flextrade.com -Original Message- From: Jon Baker [mailto:jba...@wgm.us] Sent: Thursday, March 24, 2011 2:43 PM To: Andres Bodhert Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Subscription of Dashboard and Outlook Thanks for the comments, Andres, Unfortunately that's not going to be an acceptable solution, as the reason we're wanting to use this feature is to make it reealy easy for this person to see their ticket list. Even having that extra click would defeat what we're trying to accomplish. Obviously they didn't notice that message when they opened it initially. So, is there any way I can send the dashboard as a text-only e-mail? Or a place that I can define how the html code looks myself? On Mar 24, 2011, at 1:37 PM, Andres Bodhert wrote: Hey John, I found out about that same issue as well. However when I upgraded to Office 2010 on my PC, outlook displays a bar stating that to correctly view this email I should click on it so it can open it up in the browser. Then it looks like it should. Im pretty sure the email isn't pulling the CSS correctly from the web server or something like that. Regards, Andrés -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker Sent: Thursday, March 24, 2011 1:53 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Subscription of Dashboard and Outlook Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
Re: [rt-users] Subscription of Dashboard and Outlook
(11/03/24 14:37), Andres Bodhert wrote: Hey John, I found out about that same issue as well. However when I upgraded to Office 2010 on my PC, outlook displays a bar stating that to correctly view this email I should click on it so it can open it up in the browser. Then it looks like it should. Im pretty sure the email isn't pulling the CSS correctly from the web server or something like that. The email is the same regardless of what mail client you're using. We inline everything (CSS and images) for you, otherwise you might have to teach your mail client how to authenticate against your RT server and that would be a pain in the neck. The real problem is that Outlook's rendering engine can't handle the complicated HTML and CSS that we use for search results. This is why it gives you a link to view the page in a browser. Shawn Regards, Andrés -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker Sent: Thursday, March 24, 2011 1:53 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Subscription of Dashboard and Outlook Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
Re: [rt-users] Subscription of Dashboard and Outlook
(11/03/24 14:42), Jon Baker wrote: Thanks for the comments, Andres, Unfortunately that's not going to be an acceptable solution, as the reason we're wanting to use this feature is to make it reealy easy for this person to see their ticket list. Even having that extra click would defeat what we're trying to accomplish. Obviously they didn't notice that message when they opened it initially. So, is there any way I can send the dashboard as a text-only e-mail? As I said in my other reply to you: I want to add this feature ( http://issues.bestpractical.com/Ticket/Display.html?id=12587 ) but unfortunately there's nothing that converts HTML to plaintext that both works well and that we can ship with RT. I even have a branch in the code with everything done except actually calling whatever function to downgrade HTML to plaintext. So: no, but I would love it, and I've wanted it ever since the first dashboard email was generated. Or a place that I can define how the html code looks myself? Dashboards use RT's results-as-table templates directly, so you'd have to look into paring that down. One hook you get to manipulate this stuff is the config option @EmailDashboardRemove, which is a list of regular expressions that will be used to remove content from dashboard email before sending it out. I'm skeptical that you'll be able to get something that Outlook will render well, though. A coworker pointed out that perhaps removing the blue background might be good enough. Shawn On Mar 24, 2011, at 1:37 PM, Andres Bodhert wrote: Hey John, I found out about that same issue as well. However when I upgraded to Office 2010 on my PC, outlook displays a bar stating that to correctly view this email I should click on it so it can open it up in the browser. Then it looks like it should. Im pretty sure the email isn't pulling the CSS correctly from the web server or something like that. Regards, Andrés -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker Sent: Thursday, March 24, 2011 1:53 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Subscription of Dashboard and Outlook Sure thing, Thomas, Here's a screenshot: http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote: On 24 Mar 2011 12:55, Jon Baker wrote: I spent yesterday going on and on with our project manager about how wonderful the dashboard subscriptions are, and so we set up her RT account to send her a daily dashboard e-mail. However, when she got the e-mail, it looks terrible - in mine, it looks all pretty like the RT home page, but in hers the blue background is overwhelming with every other line in the list as white. I finally concluded that the most likely issue is that she is using Outlook (I am using Mac Mail). Jon, It'd be really useful to see a screenshot here as an example of what's actually going wrong. Your conclusion is likely correct, but it'd be good to see the problem to confirm. Thomas I know Outlook is horrible with html e-mail support, but I'm a bit surprised that this occurred and that I can't find anything in the archives referencing it. Is there either; a) A patch that modifies the outgoing e-mail to work with the limited Outlook html support or, b) A way to send the dashboard e-mails as plain text instead of html? Thanks! -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law.
[rt-users] RT on Ubuntu 10.10
Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: *poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt; no keep* * * However, in */var/log/fetchmail.log* ; I get the following error: *Unknown option: url http://127.0.0.1/rt* */usr/bin/rt-mailgate invoked improperly* Any idea what's wrong with my configuration? Thanks in advance. -- *Regads,* *Houcem *
[rt-users] FW: RT on Ubuntu 10.10
Are you missing a training slash? http://localhost/rt/ ??? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Houcem HACHICHA Sent: Thursday, March 24, 2011 3:33 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT on Ubuntu 10.10 Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt; no keep However, in /var/log/fetchmail.log ; I get the following error: Unknown option: url http://127.0.0.1/rt /usr/bin/rt-mailgate invoked improperly Any idea what's wrong with my configuration? Thanks in advance. -- Regads, Houcem This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message.
Re: [rt-users] FW: RT on Ubuntu 10.10
http://localhost/rt/ http://localhost/rt http://localhost/rt/http://127.0.0.1/rt/ http://localhost/rt/ etc.. I tried all these and the problem is the same :/ On Thu, Mar 24, 2011 at 8:39 PM, Lander, Scott slan...@hearstsc.com wrote: Are you missing a training slash? http://localhost/rt/ ??? *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Houcem HACHICHA *Sent:* Thursday, March 24, 2011 3:33 PM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] RT on Ubuntu 10.10 Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: *poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt; no keep* However, in */var/log/fetchmail.log* ; I get the following error: *Unknown option: url http://127.0.0.1/rt* */usr/bin/rt-mailgate invoked improperly* Any idea what's wrong with my configuration? Thanks in advance. -- *Regads,* *Houcem* This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center ( cad...@hearstsc.com) immediately by email and delete the original message.
Re: [rt-users] RT on Ubuntu 10.10
On Thu, Mar 24, 2011 at 3:32 PM, Houcem HACHICHA houcem.hachi...@gmail.com wrote: Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt no keep try with like this echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt --debug what do you get ? However, in /var/log/fetchmail.log ; I get the following error: Unknown option: url http://127.0.0.1/rt /usr/bin/rt-mailgate invoked improperly Any idea what's wrong with my configuration? Thanks in advance. -- Regads, Houcem -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] RT on Ubuntu 10.10
On Thu, Mar 24, 2011 at 8:58 PM, Asif Iqbal vad...@gmail.com wrote: On Thu, Mar 24, 2011 at 3:32 PM, Houcem HACHICHA houcem.hachi...@gmail.com wrote: Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt; no keep try with like this echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt --debug what do you get ? *echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt --debug/usr/bin/rt-mailgate: temp file is '/tmp/IKDiXQskC3'* */usr/bin/rt-mailgate: connecting to http://localhost/rt/REST/1.0/NoAuth/mail-gateway* *not ok - Could not load a valid user* * * However, in /var/log/fetchmail.log ; I get the following error: Unknown option: url http://127.0.0.1/rt /usr/bin/rt-mailgate invoked improperly Any idea what's wrong with my configuration? Thanks in advance. -- Regads, Houcem -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] script create user in RT system with validation LDAP
On Thu, Mar 24, 2011 at 06:46:19PM +0100, sercuto wrote:
I have change the script. I running the script and local users or
LDAP users, but don't create user.
Did you check if you already have a user with a blank EmailAddress
like I suggested?
select count(*) from Users where EmailAddress = '';
your logs say you're not pulling email back from LDAP
Maybe you should explain what you're trying to do. It is possible
that there are better ways to accomplish your goal.
If all you want to do is require that new users exist in LDAP, then
make sure that AutoCreateNonExternalUsers is set to 0.
-kevin
This is my new script:
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2_pruebas/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
use RT::Util;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'pruebas';
my $mail = 'prue...@dominio.com';
$session{'CurrentUser'} = RT::CurrentUser-new();
my $load_method = RT-Config-Get('WebExternalGecos') ?
'LoadByGecos' : 'Load';
$session{'CurrentUser'} = RT::CurrentUser-new();
$session{'CurrentUser'}-$load_method($user);
my $UserObj = RT::User-new(RT::CurrentUser-new('RT_System'));
my ($val, $msg) = $UserObj-Create(
%{ref($RT::AutoCreate)
? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
---
This is my ouput log file:
[Thu Mar 24 17:40:34 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: pruebas, Name: pruebas,
Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 17:40:34 2011] [debug]: Attempting to get user info
using this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 17:40:34 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled:
0, EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 17:40:34 2011] [error]: No puedo crear el usuario
pruebas: Could not set user info (./crea_user2.pl:39)
...
thanks.
El 24/03/2011 18:33, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 05:22:05PM +0100, sercuto wrote:
Mi log file is this:
I don't see most of your log messages showing up there, especially the
part that tells you if this is an external or internal user. Are they
getting cut out?
You're also not returning an email address for the user, which makes
me think you might already have a user in the system with a blank
email address and RT won't allow you to make two like that.
-kevin
[Thu Mar 24 16:20:36 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: pruebas, Name: pruebas,
Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 16:20:36 2011] [debug]: Attempting to get user info
using this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 16:20:36 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled:
0, EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 16:20:36 2011] [error]: No puedo crear el usuario
pruebas: Could not set user info (./scripts/crea_user2.pl:39)
Thanks.
El 24/03/2011 16:58, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 03:20:12PM +0100, Sergio Cubero wrote:
I want create user with perl script, but don't working.
Can you help me?
How doesn't it work?
Please describe the failure and provide the logs.
-kevin
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'username';
my $mail =
Re: [rt-users] RT on Ubuntu 10.10
On Thu, Mar 24, 2011 at 09:07:55PM +0100, Houcem HACHICHA wrote: On Thu, Mar 24, 2011 at 8:58 PM, Asif Iqbal [1]vad...@gmail.com wrote: On Thu, Mar 24, 2011 at 3:32 PM, Houcem HACHICHA [2]houcem.hachi...@gmail.com wrote: Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : [3]http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url [4]http://localhost/rt; no keep try with like this echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url [5]http://localhost/rt --debug what do you get ? echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url [6]http://localhost/rt --debug/usr/bin/rt-mailgate: temp file is '/tmp/IKDiXQskC3' /usr/bin/rt-mailgate: connecting to [7]http://localhost/rt/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user That's because you didn't have a From: line. you could repeat the test with a proper sample email if you like. and error about --url being an invalid option but --url being fine when run manually implies that something is wrong with fetchmail and your config. I can't tell if your mail client wrapped that line, nor do I know how fetchmail deals with commands broken across multiple lines, but I'd start by looking there. -kevin pgpbwYy4yytl5.pgp Description: PGP signature
Re: [rt-users] RT on Ubuntu 10.10
On Thu, Mar 24, 2011 at 9:53 PM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Mar 24, 2011 at 09:07:55PM +0100, Houcem HACHICHA wrote: On Thu, Mar 24, 2011 at 8:58 PM, Asif Iqbal [1]vad...@gmail.com wrote: On Thu, Mar 24, 2011 at 3:32 PM, Houcem HACHICHA [2]houcem.hachi...@gmail.com wrote: Hi everyone, I'm setting up RT on a ubuntu 10.10 server box using the following guide in RT's wiki : [3] http://requesttracker.wikia.com/wiki/WithEmailFacility . My problem is with the inbound mail. I use the following in /etc/fetchmailrc: poll Mailserver protocol pop3 username myUserName password MyPassword mda /usr/bin/rt-mailgate --queue general --action correspond --url [4]http://localhost/rt; no keep try with like this echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url [5]http://localhost/rt --debug what do you get ? echo this is a test | /usr/bin/rt-mailgate --queue general --action correspond --url [6]http://localhost/rt --debug/usr/bin/rt-mailgate: temp file is '/tmp/IKDiXQskC3' /usr/bin/rt-mailgate: connecting to [7] http://localhost/rt/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user That's because you didn't have a From: line. you could repeat the test with a proper sample email if you like. and error about --url being an invalid option but --url being fine when run manually implies that something is wrong with fetchmail and your config. I can't tell if your mail client wrapped that line, nor do I know how fetchmail deals with commands broken across multiple lines, but I'd start by looking there. -kevin Kevin, this is from /var/log/fetchmail.log: fetchmail: 80 messages for username@domain at domain MX (8190094 octets). Doesn't this means fetshmail is correctly set up? Anyways I repeated the test as suggested : *echo FROM:hou...@athena-experts.com | /usr/bin/rt-mailgate --queue General --action correspond --url http://localhost/rt --debug* */usr/bin/rt-mailgate: temp file is '/tmp/fz_gAzsw3r'* */usr/bin/rt-mailgate: connecting to http://localhost/rt/REST/1.0/NoAuth/mail-gateway* *okTicket: 2Queue: generalOwner: NobodyStatus: newSubject: Requestor: *
[rt-users] RT-3.8.8 Pg Ubuntu 10.10 amd64 - seeing login prompt at each page
I have an in install of RT-3.8.8 Pg backend Ubuntu 10.10 amd64. Things seem to work OK, but the login prompt is displayed at every page link. Since this is an internal test server, I am using http://serveralias/rt to access rt instead of the FQDN entered in the Ubuntu package configuration step. I would suspect this as a problem, but it worked fine with the initial sqlite backend test. Any ideas on misconfiguration I might look into? Thanks, Jeff
Re: [rt-users] script create user in RT system with validation LDAP
Hi Kevin.
I don't have any users with a blank EmailAddress.
My target is create a simple script in perl for create users. This script be
called inside RT server.
./create_userusername
I could do it by inserting data directly in the database RT3, but I
wanted to please do itusing APIs RT.
rt3_pruebas=# select count(*) from Users where emailaddress = '';
count
---
0
(1 row)
Thanks.
El 24/03/2011 21:48, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 06:46:19PM +0100, sercuto wrote:
I have change the script. I running the script and local users or
LDAP users, but don't create user.
Did you check if you already have a user with a blank EmailAddress
like I suggested?
select count(*) from Users where EmailAddress = '';
your logs say you're not pulling email back from LDAP
Maybe you should explain what you're trying to do. It is possible
that there are better ways to accomplish your goal.
If all you want to do is require that new users exist in LDAP, then
make sure that AutoCreateNonExternalUsers is set to 0.
-kevin
This is my new script:
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2_pruebas/lib/);
use RT::Interface::CLI qw(CleanEnv);
use RT;
use RT::Util;
RT::LoadConfig();
RT::Init();
use RT::Ticket;
use RT::CurrentUser;
use RT::CustomField;
use RT::Action::Generic;
use RT::Transaction;
use MIME::Entity;
package RT::Action::MyAction;
use base qw(RT::Action::Generic);
use RT::Authen::ExternalAuth::LDAP;
use RT::Authen::ExternalAuth::DBI;
my $user = 'pruebas';
my $mail = 'prue...@dominio.com';
$session{'CurrentUser'} = RT::CurrentUser-new();
my $load_method = RT-Config-Get('WebExternalGecos') ?
'LoadByGecos' : 'Load';
$session{'CurrentUser'} = RT::CurrentUser-new();
$session{'CurrentUser'}-$load_method($user);
my $UserObj = RT::User-new(RT::CurrentUser-new('RT_System'));
my ($val, $msg) = $UserObj-Create(
%{ref($RT::AutoCreate)
? $RT::AutoCreate : {}},
Name = $user,
Gecos = $user,
);
$session{'CurrentUser'}-Load($user) if $UserObj-Id;
$RT::Logger-error( No puedo crear el usuario $user: $msg );
---
This is my ouput log file:
[Thu Mar 24 17:40:34 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: pruebas, Name: pruebas,
Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 17:40:34 2011] [debug]: Attempting to get user info
using this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 17:40:34 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled:
0, EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 17:40:34 2011] [error]: No puedo crear el usuario
pruebas: Could not set user info (./crea_user2.pl:39)
...
thanks.
El 24/03/2011 18:33, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 05:22:05PM +0100, sercuto wrote:
Mi log file is this:
I don't see most of your log messages showing up there, especially the
part that tells you if this is an external or internal user. Are they
getting cut out?
You're also not returning an email address for the user, which makes
me think you might already have a user in the system with a blank
email address and RT won't allow you to make two like that.
-kevin
[Thu Mar 24 16:20:36 2011] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/usr/local/rt-3.8.2_pruebas/lib//RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: pruebas, Name: pruebas,
Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450)
[Thu Mar 24 16:20:36 2011] [debug]: Attempting to get user info
using this external service:
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:458)
[Thu Mar 24 16:20:36 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled:
0, EmailAddress: , Gecos: pruebas, Name: pruebas, Privileged: 0
(/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:536)
[Thu Mar 24 16:20:36 2011] [error]: No puedo crear el usuario
pruebas: Could not set user info (./scripts/crea_user2.pl:39)
Thanks.
El 24/03/2011 16:58, Kevin Falcone escribió:
On Thu, Mar 24, 2011 at 03:20:12PM +0100, Sergio Cubero wrote:
I want create user with perl script, but don't working.
Can you help me?
How doesn't it work?
Please describe the failure and provide the logs.
-kevin
#!/usr/bin/perl
use lib (/usr/local/rt-3.8.2/lib/);
use
[rt-users] RT 3.8.9 Installation
Hello, We have been testing out RT 3.8.8 for the last couple of months on a test machine and find that it is going to help us. Now that we are ready to put RT in production we are installing 3.8.9 on the production machine as we want to have the latest bug fixes and improvements. I am running into a problem while initializing the database: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA:sqladmin Now creating a mysql database rt3 for RT. Done. Now populating database schema. DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TYPE=InnoDB CHARACTER SET utf8' at line 15 at /usr/local/src/rt-3.8.9/sbin/../lib/RT/Handle.pm line 515. I knew from my 3.8.8 install that I needed to change the schema from TYPE=InnoDB to ENGINE=InnoDB and I did that both in ./etc/schema.mysql-4.0 and ./etc/schema.mysql-4.1. I am using mysql version 5.5.10 (I used 5.5.8 on my test machine). Any insight would be appreciated Regards, Paul - Paul Fincher Senior Engineering Support Engineer Green Hills Software - blocked::http://www.ghs.com/ http://www.ghs.com 34125 US Hwy 19 North Suite 100 Palm Harbor, FL 34684 (727) 781-4909 -
Re: [rt-users] RT-3.8.8 Pg Ubuntu 10.10 amd64 - seeing login prompt at each page
On Thu, Mar 24, 2011 at 09:13:24PM +, Jeff Kowalczyk wrote: I have an in install of RT-3.8.8 Pg backend Ubuntu 10.10 amd64. Things seem to work OK, but the login prompt is displayed at every page link. Since this is an internal test server, I am using http://serveralias/rt to access rt instead of the FQDN entered in the Ubuntu package configuration step. I would suspect this as a problem, but it worked fine with the initial sqlite backend test. Any ideas on misconfiguration I might look into? Pg puts sessions in the DB, sqlite puts sessions on the filesystem, so there really isn't much of a comparision there. Normally accessing RT through an alias RT doesn't know about results in redirects to the wrong hostname and cookies aren't sent. As I usually advise when this comes up, you need to look at what cookies RT is sending you and what cookies are sent back to RT to begin untangling it. Anything else is speculation. -kevin pgpb47cCha047.pgp Description: PGP signature
Re: [rt-users] script create user in RT system with validation LDAP
On Thu, Mar 24, 2011 at 10:20:54PM +0100, sercuto wrote: My target is create a simple script in perl for create users. This script be called inside RT server. Inside RT server? I don't understand, this looks like a command line script. I could do it by inserting data directly in the database RT3, butn bsp;I wanted to please do itusing APIs RT. I guess I don't understand why you're loading the extension instead of just calling Create() You seem to be loading a lot of unused code and setting up $session for no particular reason which makes your script hard to understand. (/usr/local/rt-3.8.2_pruebas/lib//RT/Authen/ExternalAuth.pm:450) [Thu Mar 24 17:40:34 2011] [debug]: Attempting to get user info using this external service: I don't see any service name here, do you have one defined? If RT::Authen::ExternalAuth can't canonicalize the user info from something in ExternalInfoPriority it isn't going to allow the user creation unless you've set AutoCreateNonExternalUsers properly. You should warn those out in your script to confirm they're set to what you think they are. -kevin pgpeobcvPdNUz.pgp Description: PGP signature
Re: [rt-users] Subscription of Dashboard and Outlook
How about loading a special css file when you generate the dashboard email. This css file can be empty by default so you only have to put a file within the local path where you can tweak the styles. -Chris Am 24.03.2011 19:53, schrieb Shawn M Moore: The email is the same regardless of what mail client you're using. We inline everything (CSS and images) for you, otherwise you might have to teach your mail client how to authenticate against your RT server and that would be a pain in the neck. The real problem is that Outlook's rendering engine can't handle the complicated HTML and CSS that we use for search results. This is why it gives you a link to view the page in a browser. Shawn
Re: [rt-users] RT 3.8.9 Installation
On Thu, Mar 24, 2011 at 05:31:44PM -0400, Paul Fincher wrote: I knew from my 3.8.8 install that I needed to change the schema from TYPE=InnoDB to ENGINE=InnoDB and I did that both in ./etc/schema.mysql-4.0 and ./etc/schema.mysql-4.1. I am using mysql version 5.5.10 (I used 5.5.8 on my test machine). Any insight would be appreciated I suspect you changed them after typing make install and that you actually need to fix /opt/rt3/etc/schema.mysql-4.1 -kevin pgpTAMFNz5tf9.pgp Description: PGP signature
[rt-users] MySQL to PostgreSQL for RT
Hi, Have anyone successfully migrated RT database from MySQL to PostgreSQL? Thanks, Simon
Re: [rt-users] RT 3.8.9 Installation
Kevin, Thanks you are right. I had written down that I changed the schema (from when installing 3.8.8 when I went digging through the list and found the solution) but didn't make note of when or where I changed them. Thanks again! Paul -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 24, 2011 6:06 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.9 Installation On Thu, Mar 24, 2011 at 05:31:44PM -0400, Paul Fincher wrote: I knew from my 3.8.8 install that I needed to change the schema from TYPE=InnoDB to ENGINE=InnoDB and I did that both in ./etc/schema.mysql-4.0 and ./etc/schema.mysql-4.1. I am using mysql version 5.5.10 (I used 5.5.8 on my test machine). Any insight would be appreciated I suspect you changed them after typing make install and that you actually need to fix /opt/rt3/etc/schema.mysql-4.1 -kevin
Re: [rt-users] RT-3.8.8 Pg Ubuntu 10.10 amd64 - seeing login prompt at each page
Kevin Falcone falcone at bestpractical.com writes: Pg puts sessions in the DB, sqlite puts sessions on the filesystem, so there really isn't much of a comparision there. Normally accessing RT through an alias RT doesn't know about results in redirects to the wrong hostname and cookies aren't sent. As I usually advise when this comes up, you need to look at what cookies RT is sending you and what cookies are sent back to RT to begin untangling it. Anything else is speculation. -kevin Thanks for the tip. I took the following steps, to no effect. Can you suggest anything else I might look for? - remove all cookies, there were 2. - change configuration to 1.2.3.4 everywhere, restart apache. - sudo -u postgres psql -d rtdb -c delete from sessions; 73 rows. - browse to http://1.2.3.4/rt, login, check cookie, one created each link-login cycle, below: rtdb=# select id, lastupdated from sessions; id | lastupdated +- (0 rows) login, click link, login, rtdb=# select id, lastupdated from sessions; id|lastupdated --+ 177274163d2d9e5c63d9206e59be8e7a | 2011-03-24 22:39:02.782436 2ae80cdb59debb85a8bd5e1586f94be1 | 2011-03-24 22:39:12.454886 96ec379e94a5aefa5ce9d6c2359ff8a3 | 2011-03-24 22:39:21.660138 (3 rows) Cookie http://1.2.3.4/rt/ 1 cookie NameRT_SID_test_it.80 Value 96ec379e94a5aefa5ce9d6c2359ff8a3 Host10.132.3.17 Path/rt Secure No Expires At End Of Session --- $ sudo cat /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf # THE BASICS: Set($rtname, 'test_it'); Set($Organization, 'rt.acme.com'); Set($CorrespondAddress , 'r...@server1.acme.com'); Set($CommentAddress , 'rt-comm...@server1.acme.com'); # THE WEBSERVER: Set($WebPath , /rt); #Set($WebBaseURL , http://server1.acme.com;); Set($WebBaseURL , http://1.2.3.4;); --- $ tail -n 1 /etc/apache2/apache2.conf ServerName tickets $ tail -n 5 /etc/apache2/sites-available/default Include /etc/request-tracker3.8/apache2-modperl2.conf RedirectMatch ^/$ /rt /VirtualHost
Re: [rt-users] MySQL to PostgreSQL for RT
There are procedures used by several different people who performed this migration in the wiki. None of them look particularly difficult. Cheers, Ken On Thu, Mar 24, 2011 at 03:10:16PM -0700, Simon Gao wrote: Hi, Have anyone successfully migrated RT database from MySQL to PostgreSQL? Thanks, Simon
Re: [rt-users] Subscription of Dashboard and Outlook
(11/03/24 18:02), Christian Loos wrote: How about loading a special css file when you generate the dashboard email. This css file can be empty by default so you only have to put a file within the local path where you can tweak the styles. You can do this using the Head callback in /Elements/Header. Inspect $m for the path (/Dashboards/Render.html) and request args (!Preview). -Chris Am 24.03.2011 19:53, schrieb Shawn M Moore: The email is the same regardless of what mail client you're using. We inline everything (CSS and images) for you, otherwise you might have to teach your mail client how to authenticate against your RT server and that would be a pain in the neck. The real problem is that Outlook's rendering engine can't handle the complicated HTML and CSS that we use for search results. This is why it gives you a link to view the page in a browser. Shawn
