Re: [rt-users] help with scrip (search correspond body)

[Robert Vicchiullo]

Ive also tried
my $Attachment = $self->TicketObj->TransactionObj->Attachments;
my $Content = $Attachment->First->Content;
but I get an error on that saying:
ug 12 15:48:01 rt RT: Scrip 6 IsApplicable failed: Can't locate object method 
"Attachments" via package "No object mapping for field" (perhaps you forgot to 
load "No object mapping for field"?) at (eval 538) line 1.  Stack:   [(eval 
538):1]   [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:207]   
[/opt/rt4/sbin/../lib/RT/Scrip.pm:410]   
[/opt/rt4/sbin/../lib/RT/Scrips.pm:225]   
[/opt/rt4/sbin/../lib/RT/Transaction.pm:179]   
[/opt/rt4/sbin/../lib/RT/Record.pm:1447]   
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2237]   
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2145]   
[/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:341]
   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1612]   
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1429]   
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt4/sbin/../lib/RT/Condition/UserDefined.pm:65)

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Robert Vicchiullo
Sent: Friday, August 12, 2011 1:57 PM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] help with scrip (search correspond body)

Need a little help and would appreciate any advice.
I am trying to write a scrip for
"On Correspond Notify Requestors and Ccs"
I have Condition set to User defined and stage set to transactionbatch.

In Custom condition I have:

my $Content =  $self->TransactionObj->Attachments->First->Content;
$RT::Logger->error($Content);
if( $Content =~ m/Status\:/ ){
  $RT::Logger->error("--->found Status...");
  return 0;
}
$RT::Logger->error("--->NOT FOUND!!!");
return 1;

but for some reason the content is always blank, and even weirder it somehow 
gets in the if statement and logs "--->found status..."
so first off why is it not finding the content, I want to simply check the body 
of the email for a string, which I found multiple places on the wiki and list 
using the above way. Second why is the if statement finding "Status:" in an 
empty string??

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
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*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] As root I cannot remove a watcher from a queue -

[Landon Stewart]

*To replicate this issue:*
Configuration -> Queues ->  -> Watchers -> Check the box next to
the group (Systems) -> Save Changes

*Results *

   - Could not remove that principal as a Cc for this queue

The log file at /opt/rt3/var/log/rt.log says:
[Fri Aug 12 21:13:21 2011] [warning]: User not loaded.
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1490)
[Fri Aug 12 21:13:21 2011] [warning]: Unable to revoke delegated rights for
principal 2746 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342)
[Fri Aug 12 21:13:21 2011] [error]: Failed to delete 44 as a member of group
28: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:955)

I've tried this every way I can think of.  I even specifically granted a
user with ModifyQueueWatchers for that queue and tried that.  It doesn't
work.

I found a two discussions about this but neither of them were conclusive:
- http://lists.fsck.com/pipermail/rt-users/2011-March/069477.html
- http://www.gossamer-threads.com/lists/rt/users/100612

The SuperUser (root) should not have a problem doing this.  The "User not
loaded" error in the logs confuses me as well.  I checked to make sure that
all the users within the group called 'Systems' actually exist and are
granted rights.  Not sure what user its talking about in that error
message.  The Systems user is a Watcher for both CC and AdminCC (I don't
know why someone set it to both, but I want to remove it from at least one
of those if not both).

Thanks for reading and in advance for any help anyone can provide.

-- 
Landon Stewart 
SuperbHosting.Net by Superb Internet Corp.
Toll Free (US/Canada): 888-354-6128 x 4199
Direct: 206-438-5879
Web hosting and more "Ahead of the Rest": http://www.superbhosting.net

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*  Chicago, IL, USA — September 26 & 27, 2011
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*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] help with scrip (search correspond body)

[Robert Vicchiullo]

Need a little help and would appreciate any advice.
I am trying to write a scrip for
"On Correspond Notify Requestors and Ccs"
I have Condition set to User defined and stage set to transactionbatch.

In Custom condition I have:

my $Content =  $self->TransactionObj->Attachments->First->Content;
$RT::Logger->error($Content);
if( $Content =~ m/Status\:/ ){
  $RT::Logger->error("--->found Status...");
  return 0;
}
$RT::Logger->error("--->NOT FOUND!!!");
return 1;

but for some reason the content is always blank, and even weirder it somehow 
gets in the if statement and logs "--->found status..."
so first off why is it not finding the content, I want to simply check the body 
of the email for a string, which I found multiple places on the wiki and list 
using the above way. Second why is the if statement finding "Status:" in an 
empty string??

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Template Question

[Kenneth Crocker]

KEvin,

You mean a config setting for how the text wraps in the CF when I type it
in? If so, which one?

Thanks.

Kenn
LBNL

On Fri, Aug 12, 2011 at 12:40 PM, Kevin Falcone
wrote:

> On Fri, Aug 12, 2011 at 12:24:01PM -0700, Kenneth Crocker wrote:
> >To list,
> >
> >It is as I expected. Both the body of the actual email and what shows
> in RT history (hitting
> >the "Show" button for outgoing email) have the text strung out to the
> right for about 150
> >characters with no wrap.
> >
> >I'm sure I've got a configuration setting wrong. Which setting in the
> config file controls
> >this?
>
> Kenn
>
> There is no config to control the wrapping of a wikitext CF that you
> load in a template and add to the outgoing email.  There are configs
> to control the wrapping of content you type into the editor.
>
> -kevin
>
> >
> >On Wed, Aug 10, 2011 at 10:37 AM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> >  On Wed, Aug 10, 2011 at 10:15:16AM -0700, Kenneth Crocker wrote:
> >  > Yes, RT does wrap in history. However, when I click "Show" for the
> outgoing email, I see
> >  this
> >  > run-on text line and that kinda made me wonder what the user was
> getting. I should
> >  probably
> >  > just go to the guy and ask him to bring up the email.
> >
> >  If you're concerned, that's the easiest way to find out what it
> looks
> >  like.
> >  -kevin
> >  
> >  RT Training Sessions ([2]
> http://bestpractical.com/services/training.html)
> >  * Chicago, IL, USA * September 26 & 27, 2011
> >  * San Francisco, CA, USA * October 18 & 19, 2011
> >  * Washington DC, USA * October 31 & November 1, 2011
> >  * Melbourne VIC, Australia * November 28 & 29, 2011
> >  * Barcelona, Spain * November 28 & 29, 2011
> >
> > References
> >
> >Visible links
> >1. mailto:falc...@bestpractical.com
> >2. http://bestpractical.com/services/training.html
>
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Chicago, IL, USA ? September 26 & 27, 2011
> > *  San Francisco, CA, USA ? October 18 & 19, 2011
> > *  Washington DC, USA ? October 31 & November 1, 2011
> > *  Melbourne VIC, Australia ? November 28 & 29, 2011
> > *  Barcelona, Spain ? November 28 & 29, 2011
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA — September 26 & 27, 2011
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Melbourne VIC, Australia — November 28 & 29, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Customize home page

[Kenneth Crocker]

Mike,

A question. If the unowned tickets cannot be seen by anyone, how do they get
assigned? If the assigners are in a different group than the group possible
owners, then you just give the "ShowTicket" right to the assigner group and
to the role "Owners".

Kenn
LBNL

On Fri, Aug 12, 2011 at 1:11 PM, Mike DeVries  wrote:

> Thanks for the reply Kenn,
>
> RT4 is being used by a small software company. As tickets come in they are
> assigned to a developer. The developer only needs to see his own tickets, he
> does not to see other tickets coming in and being assigned elsewhere. We
> would like to restrict the "Unowned Tickets" from being displayed to members
> of the developers group. I know I can remove that globally in
> ..Admin/Global/MyRT.html. I'm wondering how I can target those changes to
> specific user groups
>
> As to the default columns displayed in "My Tickets" I think I can change
> that globally by modifying a configuration file.
>
> Thanks,
> Mike
>
> --
>
> Date: Fri, 12 Aug 2011 09:51:43 -0700
> From: Kenneth Crocker
> To:rt-users@lists.**bestpractical.com
> Subject: Re: [rt-users] Customize home page
> Message-ID:
> @mail.gmail.com
> >
> Content-Type: text/plain; charset="iso-8859-1"
>
>
> Mike,
>
> Every user can modify their own home page to see whatever they want. The
> queries they can choose from comes from either the basic list offered from
> RT as well as any personal Queries AND any Queries saved for a group they
> are a member of. They can also see thier own personal dashboards along the
> top line.
>
> What is it you want to do for them that they can't do themselves?
>
> Kenn
> LBNL
>
> On Fri, Aug 12, 2011 at 8:48 AM, Mike DeVries  wrote:
>
>
>  How can I modify "RT at a glance" so that different groups (or users) see
>> different elements, e.g hide "Unowned Tickets" from the developers group?
>>
>> Also how can I customize which columns display in e.g. "My Tickets" for
>> everyone (not just me) or for a user group?
>>
>> Thanks,
>> Mike
>>
>
> 
> RT Training Sessions 
> (http://bestpractical.com/**services/training.html
> )
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Customize home page

[Mike DeVries]

Thanks for the reply Kenn,

RT4 is being used by a small software company. As tickets come in they are assigned to a 
developer. The developer only needs to see his own tickets, he does not to see other 
tickets coming in and being assigned elsewhere. We would like to restrict the 
"Unowned Tickets" from being displayed to members of the developers group. I 
know I can remove that globally in ..Admin/Global/MyRT.html. I'm wondering how I can 
target those changes to specific user groups

As to the default columns displayed in "My Tickets" I think I can change that 
globally by modifying a configuration file.

Thanks,
Mike

--

Date: Fri, 12 Aug 2011 09:51:43 -0700
From: Kenneth Crocker
To:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customize home page
Message-ID:

Content-Type: text/plain; charset="iso-8859-1"

Mike,

Every user can modify their own home page to see whatever they want. The
queries they can choose from comes from either the basic list offered from
RT as well as any personal Queries AND any Queries saved for a group they
are a member of. They can also see thier own personal dashboards along the
top line.

What is it you want to do for them that they can't do themselves?

Kenn
LBNL

On Fri, Aug 12, 2011 at 8:48 AM, Mike DeVries  wrote:



How can I modify "RT at a glance" so that different groups (or users) see
different elements, e.g hide "Unowned Tickets" from the developers group?

Also how can I customize which columns display in e.g. "My Tickets" for
everyone (not just me) or for a user group?

Thanks,
Mike



RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] ExternalAuth seems to do nothing

[Kevin Falcone]

On Fri, Aug 12, 2011 at 10:32:20AM -0700, Erik Lyons wrote:
> Thanks Kevin,
> 
> That helped, at least with getting some proper logging going on. I did
> even get one or two cryptic references to ExternalAuth and LDAP in the
> log. Unfortunately, though, I still don't see any evidence that a
> connection is attempted. I'm a little concerned about escaping in the LDAP
> admin user and password, as other open source products using this AD
> require a username in the form "DOMAIN\Username", and our admin password
> happens to contain an apostrophe. But if there is something wrong with the
> admin login it would be cool to see an error to that effect.

It ldapsearch works with your user/pass, RT-Authen-ExternalAuth will
normally work.  ExternalAuth doesn't need an admin, you can always
create a machine account called rtauthen with a non-quote password if
you're concerned (it just needs to be able to read enough of the
system, it doesn't need to update)

-kevin

> Here is the newly-trimmed config (I removed the SSO/cookie items to keep
> it simple):
> 
> Set($Timezone, "US/Pacific");
> Set(@Plugins, (qw(RT::Authen::ExternalAuth)));
> Set($DatabaseRTHost, "localhost");
> #Set($LogToSyslog, "debug");
> Set($LogToScreen, "error");
> Set($LogToFile, "debug");
> Set($LogToFileNamed, "rt.log");#log to rt.log
> Set($LogStackTraces, "error");
> Set($LogDir, q{var/log});
> Set($LogoLinkURL, "http://helpdesk.here.org";);
> Set($LogoAltText, "Your Help Desk from Information Technology");
> Set($HomePageRefreshInterval, 1200);
> Set($PlainTextPre, 0);
> Set($SuppressInlineTextFiles, 1);
> Set(@Active_MakeClicky, qw('httpurl'));
> Set( $rtname, 'here.org' );
> Set( $DatabaseUser, 'rt_user' );
> Set( $CorrespondAddress, 'helpd...@here.org' );
> Set( $rtname, 'here.org' );
> Set( $DatabaseRequireSSL, '' );
> Set( $WebPort, '80' );
> Set( $Organization, 'here.org' );
> Set( $DatabaseType, 'mysql' );
> Set( $DatabasePassword, 'secret' );
> Set( $DatabaseAdmin, 'root' );
> Set( $SendmailPath, '/usr/sbin/sendmail' );
> Set( $WebDomain, 'helpdesk.here.org' );
> Set( $DatabaseAdminPassword, 'secret' );
> Set( $CommentAddress, 'helpd...@here.org' );
> Set( $DatabaseHost, 'localhost' );
> Set( $DatabaseName, 'rt4' );
> Set( $OwnerEmail, 'ely...@here.org' );
> Set($ExternalAuthPriority,  [   'My_LDAP',
># 'My_MySQL',
># 'My_SSO_Cookie'
> ]
> );
> 
> # The order in which the services defined in ExternalSettings
> # should be used to get information about users. This includes
> # RealName, Tel numbers etc, but also whether or not the user
> # should be considered disabled.
> #
> # Once user info is found, no more services are checked.
> #
> # You CANNOT use a SSO cookie for authentication.
> Set($ExternalInfoPriority,  [  # 'My_MySQL',
> 'My_LDAP'
> ]
> );
> 
> # If this is set to true, then the relevant packages will
> # be loaded to use SSL/TLS connections. At the moment,
> # this just means "use Net::SSLeay;"
> Set($ExternalServiceUsesSSLorTLS, 0);
> 
> # If this is set to 1, then users should be autocreated by RT
> # as internal users if they fail to authenticate from an
> # external service.
> Set($AutoCreateNonExternalUsers, 0);
> 
> # These are the full settings for each external service as a HashOfHashes
> # Note that you may have as many external services as you wish. They will
> # be checked in the order specified in the Priority directives above.
> # e.g. 
> #   
> Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP',
> 'Other-DB']);
> #
> Set($ExternalSettings,  {  # AN EXAMPLE LDAP SERVICE
> 'My_LDAP'   =>  {   ## GENERIC SECTION
> # The type of service (db/ldap/cookie)
> 'type'  =>  'ldap',
> # The server hosting the service
> 'server'=>  'blacksun.here.org',
> ## SERVICE-SPECIFIC SECTION
> # If you can bind to your LDAP server anonymously you
> should 
> # remove the user and pass config lines, otherwise specify
> them here:
> # 
> # The username RT should use to connect to the LDAP server
> 'user'  =>  'Administrator',
> # The password RT should use to connect to the LDAP server
> 'pass'=>  'thing\'2011',
> #
> # The LDAP search base
> 'base'  =>  'ou=Organisational
> Unit,dc=here,dc=org',
> #
> # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN
> PARENTHESES!
> # YOU **MUST** SPECIFY A filter AND A d_filter!!
> #
> # The filter to use to match RT-Users
> 'filter'=>
> '(objectClass=orga

Re: [rt-users] Allowing users to set only themselves as owners

[Henry, Laura]

Kenn –

That was my problem – too generous with permissions! I’ve got it now.

Thanks for your help!

Laura C. Henry, MLS
Assistant Systems Librarian
Beaufort County Library
311 Scott Street, Beaufort, SC 29902
Phone 843.255.6444   lhe...@bcgov.net
www.beaufortcountylibrary.org
For Learning ♦ For Leisure ♦ For Life

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Friday, August 12, 2011 12:46 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allowing users to set only themselves as owners

Laura,

What you are talking is possible, but it would be thru Permissions on a 
Queue-by-Queue basis. Once someone has a right globally, you are pretty limited 
in the ability to restrict access anywhere else. However, if you grant 
"OwnTicket" to a particular group for a particular Queue, then only they will 
have the right to own a ticket in that Queue and will only see those members of 
that group in the drop-down list.

here's where it catches people; most newer RT folks like to grants a lot of 
rights to users and at the global level. They also do NOT like to be 
restrictive in the way they design the Queue throughput. If you have all 
tickets going to the same Queue and then try to do this, it won't work. You'll 
have to come up with a flow that puts certain tickets into the specific Queue 
that only that specific group deals with as "first responders". They can't all 
do it from the same Queue.

This can be done by writing a scrip that accepts tickets, either initially 
(this would be a global scrip), or in the general Queue and it evaluates some 
Custom Field (like area of responsibility or type of work or type of something 
that identifies it) and then based on thos conditions, move the ticket in to 
one of those specific Queues that has a group of limited members allowed to own 
a ticket.

That's the best idea I can come up with at the moment.

Hope it helps.

Kenn
LBNL
On Fri, Aug 12, 2011 at 9:16 AM, Henry, Laura 
mailto:lhe...@bcgov.net>> wrote:
I manage tech requests in our five-branch library system. At each of our five 
branches, we have a “first responder” who fixes local technical issues, and if 
the first responder can’t handle the issue, it gets escalated to me.

Right now I have RT set up so that any of the first responders or I can be an 
owner of a ticket. When a user clicks the dropdown box of possible owners, the 
list includes all first responders and me. Is there a way to restrict the 
choice for any given first responder to only “self” or me? For example, when 
Jane at South Branch puts in a trouble ticket, the list of possible owners 
would include only Jane or Laura. Meanwhile, Steve at West Branch would see the 
list of possible owners as Steve or Laura. This will cut down on people 
accidentally (or “accidentally”) setting the owner to someone at another 
branch. I hope this all makes sense!

Anyway… I’ve looked at Tools-Configuration-Users-Global- User Rights and Group 
Rights and all the Queue Configuration fields, as well as the wiki, searched 
the RT book on Google Books (Only parts of the book are available there, but I 
don’t own it), and searched the mailing list archives for various permutations 
of “restrict ownership to self only” and similar. I can’t seem to find anything 
that looks like what I want. Can anyone point me in the right direction? Is 
this even possible?

Thanks,

Laura C. Henry, MLS
Assistant Systems Librarian
Beaufort County Library
311 Scott Street, Beaufort, SC 29902
Phone 843.255.6444   lhe...@bcgov.net
www.beaufortcountylibrary.org
For Learning ♦ For Leisure ♦ For Life



RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Template Question

[Kevin Falcone]

On Fri, Aug 12, 2011 at 12:24:01PM -0700, Kenneth Crocker wrote:
>To list,
> 
>It is as I expected. Both the body of the actual email and what shows in 
> RT history (hitting
>the "Show" button for outgoing email) have the text strung out to the 
> right for about 150
>characters with no wrap.
> 
>I'm sure I've got a configuration setting wrong. Which setting in the 
> config file controls
>this?

Kenn

There is no config to control the wrapping of a wikitext CF that you
load in a template and add to the outgoing email.  There are configs
to control the wrapping of content you type into the editor.

-kevin

> 
>On Wed, Aug 10, 2011 at 10:37 AM, Kevin Falcone 
> <[1]falc...@bestpractical.com> wrote:
> 
>  On Wed, Aug 10, 2011 at 10:15:16AM -0700, Kenneth Crocker wrote:
>  > Yes, RT does wrap in history. However, when I click "Show" for the 
> outgoing email, I see
>  this
>  > run-on text line and that kinda made me wonder what the user was 
> getting. I should
>  probably
>  > just go to the guy and ask him to bring up the email.
> 
>  If you're concerned, that's the easiest way to find out what it looks
>  like.
>  -kevin
>  
>  RT Training Sessions ([2]http://bestpractical.com/services/training.html)
>  * Chicago, IL, USA * September 26 & 27, 2011
>  * San Francisco, CA, USA * October 18 & 19, 2011
>  * Washington DC, USA * October 31 & November 1, 2011
>  * Melbourne VIC, Australia * November 28 & 29, 2011
>  * Barcelona, Spain * November 28 & 29, 2011
> 
> References
> 
>Visible links
>1. mailto:falc...@bestpractical.com
>2. http://bestpractical.com/services/training.html

> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA ? September 26 & 27, 2011
> *  San Francisco, CA, USA ? October 18 & 19, 2011
> *  Washington DC, USA ? October 31 & November 1, 2011
> *  Melbourne VIC, Australia ? November 28 & 29, 2011
> *  Barcelona, Spain ? November 28 & 29, 2011



pgpw9f5i0MNmT.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Right to allow individual to modify owner of a ticket they don't own.

[Mike Johnson]

Great!!

Thanks Kevin, that is exactly what I was talking about and exactly what I
thought.

Much appreciated.

Mike.

On Fri, Aug 12, 2011 at 9:38 AM, Kevin Falcone wrote:

> On Thu, Aug 11, 2011 at 09:50:36PM -0400, Mike Johnson wrote:
> >I'm just curious if there are plans to create a "right" that can be
> given out to allow an
> >individual to change the owner on a ticket that is owned by somebody
> else?
> >I've found some workarounds when googling and searching the
> listserv... just wondering if it's
> >got enough exposure that it'll make it on the features list eventually
> or if there is a good
> >reason why it's not there?
> >One of the supervisors that have a queue in our RT is asking.
>
> Your description isn't clear, but presumably you mean something other
> than stealing the ticket and then reassigning the owner?  It's been
> tossed around a few times, but isn't currently a work in progress
> anywhere.
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA — September 26 & 27, 2011
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Melbourne VIC, Australia — November 28 & 29, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

RT Training Sessions (http://bestpractical.com/services/training.html)
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*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Template Question

[Kenneth Crocker]

To list,

It is as I expected. Both the body of the actual email and what shows in RT
history (hitting the "Show" button for outgoing email) have the text strung
out to the right for about 150 characters with no wrap.

I'm sure I've got a configuration setting wrong. Which setting in the config
file controls this?

Thanks.

Kenn
LBNL

On Wed, Aug 10, 2011 at 10:37 AM, Kevin Falcone
wrote:

> On Wed, Aug 10, 2011 at 10:15:16AM -0700, Kenneth Crocker wrote:
> >Yes, RT does wrap in history. However, when I click "Show" for the
> outgoing email, I see this
> >run-on text line and that kinda made me wonder what the user was
> getting. I should probably
> >just go to the guy and ask him to bring up the email.
>
> If you're concerned, that's the easiest way to find out what it looks
> like.
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA — September 26 & 27, 2011
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Melbourne VIC, Australia — November 28 & 29, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] ExternalAuth seems to do nothing

[Erik Lyons]

Thanks Kevin,

That helped, at least with getting some proper logging going on. I did
even get one or two cryptic references to ExternalAuth and LDAP in the
log. Unfortunately, though, I still don't see any evidence that a
connection is attempted. I'm a little concerned about escaping in the LDAP
admin user and password, as other open source products using this AD
require a username in the form "DOMAIN\Username", and our admin password
happens to contain an apostrophe. But if there is something wrong with the
admin login it would be cool to see an error to that effect.

Here is the newly-trimmed config (I removed the SSO/cookie items to keep
it simple):

Set($Timezone, "US/Pacific");
Set(@Plugins, (qw(RT::Authen::ExternalAuth)));
Set($DatabaseRTHost, "localhost");
#Set($LogToSyslog, "debug");
Set($LogToScreen, "error");
Set($LogToFile, "debug");
Set($LogToFileNamed, "rt.log");#log to rt.log
Set($LogStackTraces, "error");
Set($LogDir, q{var/log});
Set($LogoLinkURL, "http://helpdesk.here.org";);
Set($LogoAltText, "Your Help Desk from Information Technology");
Set($HomePageRefreshInterval, 1200);
Set($PlainTextPre, 0);
Set($SuppressInlineTextFiles, 1);
Set(@Active_MakeClicky, qw('httpurl'));
Set( $rtname, 'here.org' );
Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'helpd...@here.org' );
Set( $rtname, 'here.org' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '80' );
Set( $Organization, 'here.org' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePassword, 'secret' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'helpdesk.here.org' );
Set( $DatabaseAdminPassword, 'secret' );
Set( $CommentAddress, 'helpd...@here.org' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'ely...@here.org' );
Set($ExternalAuthPriority,  [   'My_LDAP',
   # 'My_MySQL',
   # 'My_SSO_Cookie'
]
);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
#
# Once user info is found, no more services are checked.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority,  [  # 'My_MySQL',
'My_LDAP'
]
);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS, 0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers, 0);

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g. 
#   
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP',
'Other-DB']);
#
Set($ExternalSettings,  {  # AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {   ## GENERIC SECTION
# The type of service (db/ldap/cookie)
'type'  =>  'ldap',
# The server hosting the service
'server'=>  'blacksun.here.org',
## SERVICE-SPECIFIC SECTION
# If you can bind to your LDAP server anonymously you
should 
# remove the user and pass config lines, otherwise specify
them here:
# 
# The username RT should use to connect to the LDAP server
'user'  =>  'Administrator',
# The password RT should use to connect to the LDAP server
'pass'=>  'thing\'2011',
#
# The LDAP search base
'base'  =>  'ou=Organisational
Unit,dc=here,dc=org',
#
# ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN
PARENTHESES!
# YOU **MUST** SPECIFY A filter AND A d_filter!!
#
# The filter to use to match RT-Users
'filter'=>
'(objectClass=organizationalPerson)',
# A catch-all example filter: '(objectClass=*)'
#
# The filter that will only match disabled users
'd_filter'  =>  '(MILF)',
# A catch-none example d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to use TLS to encrypt connections?
'tls'   =>  0,
# SSL Version to provide to Net::SSLeay *if* using SSL
'ssl_version'   =>  3,
# What other args sho

Re: [rt-users] Customize home page

[Kenneth Crocker]

Mike,

Every user can modify their own home page to see whatever they want. The
queries they can choose from comes from either the basic list offered from
RT as well as any personal Queries AND any Queries saved for a group they
are a member of. They can also see thier own personal dashboards along the
top line.

What is it you want to do for them that they can't do themselves?

Kenn
LBNL

On Fri, Aug 12, 2011 at 8:48 AM, Mike DeVries  wrote:

>
> How can I modify "RT at a glance" so that different groups (or users) see
> different elements, e.g hide "Unowned Tickets" from the developers group?
>
> Also how can I customize which columns display in e.g. "My Tickets" for
> everyone (not just me) or for a user group?
>
> Thanks,
> Mike
> 
> RT Training Sessions 
> (http://bestpractical.com/**services/training.html
> )
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Allowing users to set only themselves as owners

[Kenneth Crocker]

Thomas,

That won't limit the drop-down list, will it?

Kenn
LBNL

On Fri, Aug 12, 2011 at 9:45 AM, Thomas Sibley wrote:

> On 08/12/2011 12:16 PM, Henry, Laura wrote:
> > Anyway… I’ve looked at Tools-Configuration-Users-Global- User Rights and
> > Group Rights and all the Queue Configuration fields, as well as the
> > wiki, searched the RT book on Google Books (Only parts of the book are
> > available there, but I don’t own it), and searched the mailing list
> > archives for various permutations of “restrict ownership to self only”
> > and similar. I can’t seem to find anything that looks like what I want.
> > Can anyone point me in the right direction? Is this even possible?
>
> Give your staff just OwnTicket and TakeTicket (and StealTicket if you
> want), so they can't set the owner to anyone else.  Then you'll need to
> make sure that only the Owner role has ModifyTicket, since that right
> implies the ability to set an arbitrary owner.
>
> Thomas
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
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*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Allowing users to set only themselves as owners

[Kenneth Crocker]

Laura,

What you are talking is possible, but it would be thru Permissions on a
Queue-by-Queue basis. Once someone has a right globally, you are pretty
limited in the ability to restrict access anywhere else. However, if you
grant "OwnTicket" to a particular group for a particular Queue, then only
they will have the right to own a ticket in that Queue and will only see
those members of that group in the drop-down list.

here's where it catches people; most newer RT folks like to grants a lot of
rights to users and at the global level. They also do NOT like to be
restrictive in the way they design the Queue throughput. If you have all
tickets going to the same Queue and then try to do this, it won't work.
You'll have to come up with a flow that puts certain tickets into the
specific Queue that only that specific group deals with as "first
responders". They can't all do it from the same Queue.

This can be done by writing a scrip that accepts tickets, either initially
(this would be a global scrip), or in the general Queue and it evaluates
some Custom Field (like area of responsibility or type of work or type of
something that identifies it) and then based on thos conditions, move the
ticket in to one of those specific Queues that has a group of limited
members allowed to own a ticket.

That's the best idea I can come up with at the moment.

Hope it helps.

Kenn
LBNL

On Fri, Aug 12, 2011 at 9:16 AM, Henry, Laura  wrote:

>  I manage tech requests in our five-branch library system. At each of our
> five branches, we have a “first responder” who fixes local technical issues,
> and if the first responder can’t handle the issue, it gets escalated to me.
> 
>
> ** **
>
> Right now I have RT set up so that any of the first responders or I can be
> an owner of a ticket. When a user clicks the dropdown box of possible
> owners, the list includes all first responders and me. Is there a way to
> restrict the choice for any given first responder to only “self” or me? For
> example, when Jane at South Branch puts in a trouble ticket, the list of
> possible owners would include only Jane or Laura. Meanwhile, Steve at West
> Branch would see the list of possible owners as Steve or Laura. This will
> cut down on people accidentally (or “accidentally”) setting the owner to
> someone at another branch. I hope this all makes sense!
>
> ** **
>
> Anyway… I’ve looked at Tools-Configuration-Users-Global- User Rights and
> Group Rights and all the Queue Configuration fields, as well as the wiki,
> searched the RT book on Google Books (Only parts of the book are available
> there, but I don’t own it), and searched the mailing list archives for
> various permutations of “restrict ownership to self only” and similar. I
> can’t seem to find anything that looks like what I want. Can anyone point me
> in the right direction? Is this even possible?
>
> ** **
>
> Thanks,
>
> ** **
>
> Laura C. Henry, MLS
>
> Assistant Systems Librarian
>
> Beaufort County Library
>
> 311 Scott Street, Beaufort, SC 29902
>
> Phone 843.255.6444   lhe...@bcgov.net
>
> www.beaufortcountylibrary.org
>
> For Learning ♦ For Leisure ♦ For Life
>
> ** **
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA — September 26 & 27, 2011
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Melbourne VIC, Australia — November 28 & 29, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Allowing users to set only themselves as owners

[Thomas Sibley]

On 08/12/2011 12:16 PM, Henry, Laura wrote:
> Anyway… I’ve looked at Tools-Configuration-Users-Global- User Rights and
> Group Rights and all the Queue Configuration fields, as well as the
> wiki, searched the RT book on Google Books (Only parts of the book are
> available there, but I don’t own it), and searched the mailing list
> archives for various permutations of “restrict ownership to self only”
> and similar. I can’t seem to find anything that looks like what I want.
> Can anyone point me in the right direction? Is this even possible?

Give your staff just OwnTicket and TakeTicket (and StealTicket if you
want), so they can't set the owner to anyone else.  Then you'll need to
make sure that only the Owner role has ModifyTicket, since that right
implies the ability to set an arbitrary owner.

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Allowing users to set only themselves as owners

[Henry, Laura]

I manage tech requests in our five-branch library system. At each of our five 
branches, we have a “first responder” who fixes local technical issues, and if 
the first responder can’t handle the issue, it gets escalated to me.

Right now I have RT set up so that any of the first responders or I can be an 
owner of a ticket. When a user clicks the dropdown box of possible owners, the 
list includes all first responders and me. Is there a way to restrict the 
choice for any given first responder to only “self” or me? For example, when 
Jane at South Branch puts in a trouble ticket, the list of possible owners 
would include only Jane or Laura. Meanwhile, Steve at West Branch would see the 
list of possible owners as Steve or Laura. This will cut down on people 
accidentally (or “accidentally”) setting the owner to someone at another 
branch. I hope this all makes sense!

Anyway… I’ve looked at Tools-Configuration-Users-Global- User Rights and Group 
Rights and all the Queue Configuration fields, as well as the wiki, searched 
the RT book on Google Books (Only parts of the book are available there, but I 
don’t own it), and searched the mailing list archives for various permutations 
of “restrict ownership to self only” and similar. I can’t seem to find anything 
that looks like what I want. Can anyone point me in the right direction? Is 
this even possible?

Thanks,

Laura C. Henry, MLS
Assistant Systems Librarian
Beaufort County Library
311 Scott Street, Beaufort, SC 29902
Phone 843.255.6444   lhe...@bcgov.net
www.beaufortcountylibrary.org
For Learning ♦ For Leisure ♦ For Life


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Customize home page

[Mike DeVries]

How can I modify "RT at a glance" so that different groups (or users) 
see different elements, e.g hide "Unowned Tickets" from the developers 
group?


Also how can I customize which columns display in e.g. "My Tickets" for 
everyone (not just me) or for a user group?


Thanks,
Mike

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Login failed

[Kevin Falcone]

On Fri, Aug 12, 2011 at 01:15:45PM +0100, Jayden Morse wrote:
>Hi,
> 
>when I try to login in Request Tracker 4.0.1 I get the following error 
> messages in Apache:
> 
>[Fri Aug 12 07:50:44 2011] [error]: FAILED LOGIN for root from 10.23.8.56
>(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
>[Fri Aug 12 09:50:48 2011] [warn] [client 10.23.8.56] mod_include: Options 
> +Includes (or
>IncludesNoExec) wasn't set, INCLUDES filter removed, referer: 
> http://RTRACK01:8080/
> 
>[Fri Aug 12 11:57:00 2011] [error]: FAILED LOGIN for rt_user from 
> 10.23.8.56
>(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
>[Fri Aug 12 13:57:00 2011] [warn] [client 10.23.8.56] mod_include: Options 
> +Includes (or
>IncludesNoExec) wasn't set, INCLUDES filter removed, referer:
>http://RTRACK01:8080/NoAuth/Login.html
> 
>First I tried to login as root with no password respectively with the 
> root-password of the
>linux-server, but it didn't work as well.
> 
>I also tried to login as rt_user with password "rt_pass".
> 
>This is my configuration before I installed Request Tracker.
> 
>./configure --prefix=/opt/rt4 --with-web-user=rt_user --with-web-group=rt
>--with-db-database=rt4 --with-db-rt-pass=mypassword --with-db-type=mysql 
> --with-rt-group=rt
>--with-apachectl=/../opt/lampp/bin/apachectl
> 
>In the mysql database table "Users" there is a user "RT_System", "Nobody" 
> and "root" Since the
>first two users are system users I guess that I have to login as root?
> 
>Where do I have to set the mod_include according to the error message?

The mod_include is some error in your apache config, it isn't part of
the standard RT apache config.

>Is there a standard password for the root-user in RT?

Yes, it's documented in the README.  password.  The README reminds you
to change it ASAP

-kevin


pgpmQAdcelJvz.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
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*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Right to allow individual to modify owner of a ticket they don't own.

[Kevin Falcone]

On Thu, Aug 11, 2011 at 09:50:36PM -0400, Mike Johnson wrote:
>I'm just curious if there are plans to create a "right" that can be given 
> out to allow an
>individual to change the owner on a ticket that is owned by somebody else?
>I've found some workarounds when googling and searching the listserv... 
> just wondering if it's
>got enough exposure that it'll make it on the features list eventually or 
> if there is a good
>reason why it's not there?
>One of the supervisors that have a queue in our RT is asking.

Your description isn't clear, but presumably you mean something other
than stealing the ticket and then reassigning the owner?  It's been
tossed around a few times, but isn't currently a work in progress
anywhere.

-kevin


pgp5q6g87aHCH.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
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*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Emails not getting through spam filters of many ISP's due to "Unknown Error"

[Kevin Falcone]

On Fri, Aug 12, 2011 at 08:49:05AM +1000, Joanne Keown wrote:
>Hi RT gurus,
> 
> 
> 
>I have a situation where emails from RT are going into SOME  ISP email 
> inboxes but not
>others.  Gmail & Hotmail are OK, however, Optusnet and others are being 
> filtered out as spam
>with the following message:
> 
> 
> 
>Unknown address error ('453', ['#4.1.8 Domain of sender address
><[1]r...@rt.coloradogroup.com.au> does not exist']) []
> 
> 
> 
>Is there somewhere where the config allows me to change the sender address 
> to something like
>[2]r...@coloradogroup.com.au?
> 
> 
> 
>I have set the following email address into my Queue config for "Reply 
> Address" and "Comment
>Address", but as far as I can tell it doesn't seem to control that:
> 
>. customerserv...@dianaferrari.com.au
> 
> 
> 
>Once again, any assistance would be greatly appreciated.

Look at the OutgoingMailFrom options
Keep in mind what it will do to bounces.

-kevin


pgpfbqAGsTsV5.pgp
Description: PGP signature

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*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Login failed

[Jayden Morse]

Hi,

when I try to login in Request Tracker 4.0.1 I get the following error messages 
in Apache:

[Fri Aug 12 07:50:44 2011] [error]: FAILED LOGIN for root from 10.23.8.56 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
[Fri
 Aug 12 09:50:48 2011] [warn] [client 10.23.8.56] mod_include: Options 
+Includes (or IncludesNoExec) wasn't set, INCLUDES filter removed, 
referer: http://RTRACK01:8080/

[Fri Aug 12 11:57:00 2011] [error]: FAILED LOGIN for rt_user from 10.23.8.56 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:655)
[Fri
 Aug 12 13:57:00 2011] [warn] [client 10.23.8.56]
 mod_include: Options +Includes (or IncludesNoExec) wasn't set, INCLUDES
 filter removed, referer: http://RTRACK01:8080/NoAuth/Login.html

First
 I tried to login as root with no password respectively with the 
root-password of the linux-server, but it didn't work as well.

I also tried to login as rt_user with password "rt_pass".

This is my configuration before I installed Request Tracker.

./configure
 --prefix=/opt/rt4 --with-web-user=rt_user --with-web-group=rt 
--with-db-database=rt4 --with-db-rt-pass=mypassword --with-db-type=mysql
 --with-rt-group=rt --with-apachectl=/../opt/lampp/bin/apachectl

In
 the mysql database table "Users" there is a user "RT_System", "Nobody" 
and "root" Since the first two users are system users I guess that I 
have to login as root?

Where do I have to set the mod_include according to the error message? 

Is there a standard password for the root-user in RT?

Regards,
Mark

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Customize Ticket History

[john s.]

Okay i have installed the History Extension from you Chris 

but i don't understand in which way the plugin work.

i want to filter out some messages from the history for an  specific user
group 

but for admins it should be still display all messages 

so in which way i'll have to do this?

best regards john s. 
-- 
View this message in context: 
http://old.nabble.com/Customize-Ticket--History-tp32167894p32248348.html
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RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Customize Ticket History

[john s.]

Hello Chris 

Thnx i'll  have a look 


best regards john s. 
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RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] rt4 attachment offloading

[ronald higgins]

Greets list members.

I'm looking at leaving our RT3 deployment behind and starting fresh
with an RT4 deployment.
One of the issues we had with RT3 was the amount of images and
attachments that got stored in the tickets and db which at this stage
is sitting at 350GB.
Is there a mechanism with RT4 to rather offload attachments/images
onto disk with links to them in RT ?

Regards

Ronald

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011