Re: [rt-users] User cannot see the ticket in a particular queue but it has all the rights to do it
Il 15/12/2011 00:22, Ruslan Zakirov ha scritto: Yes. OrderBy argument is incorrect or it's a bug. Thank you Ruslan!! That was exactly our problem: the saved search was sorting against: AdminCC.EmailAddres FinalPriority [empty] Code We just placed the empty field at the bottom of the order list and voilà everything is visible now. User told me that he just copied an saved query, I don't know if it's a bug, but could be nice that if in the sorting list is placed an [empty] field in the middle, that is moved to the bottom. cheers -- Andrea Perotti System Administrator Cutaway S.r.l. http://www.cutaway.it Via Brofferio, 10 20158 - Milano Italia Tel +39 0236530476 Fax +39 0236532990 Via delle Dalie, 10 00058 - S. Marinella - Roma Italia Tel +39 0698233675 Fax +39 0236532990 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] SLA due exceed monitor
Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? -- BlackBerry solution provided by www.principleone.com RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Cross table queries - transaction
Is there any way to build a query within RT (4.04) to query more than the ticket table? Specifically I am trying to build a dashboard that will email users any ticket they updated yesterday. I have one that is current user and last updated is yesterday, but if someone else updates it after it doesn't show as lastupdatedby is changed. Any thoughts? Sent from my iPhone RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Fwd: Cross table queries - transaction
Is there any way to build a query within RT (4.04) to query more than the ticket table? Specifically I am trying to build a dashboard that will email users any ticket they updated yesterday. I have one that is current user and last updated is yesterday, but if someone else updates it after it doesn't show as lastupdatedby is changed. Any thoughts? Sent from my iPhone RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Sphinx fulltext index v4.0.4
Greetings, We are testing an upgrade to version 4.0.4 from 3.8.7. The upgrade went fine and we are able to view, submit, edit, etc. We also want to implement the fulltext index using sphinx. We have compiled sphinx, added it to mysql as a plugin and successfully ran the sbin/rt-setup-fulltext-index script. We also added: Set( %FullTextSearch, Enable = 1, Indexed= 1, Table = 'AttachmentsIndex', MaxMatches = '1', ); to the RT_SiteConfig.pm. However, Request Tracker does not seem to be searching the index. If we search for any term that is only in the contents of the ticket and not the header we do not get any hits. We do get hits for terms in the ticket header though. If I search sphinx directly for a term everything works correctly. It seems as if RT is not searching Sphinx. Have I missed a step in the setup process? Any assistance will be appreciated. Thanks. --Dale --- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poul...@vanderbilt.edumailto:dale.poul...@vanderbilt.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT-Authen-ExternalAuth-0.09 a bit too eager?
Hello,
I am upgrading from 3.8.7 (apache2 + mod_perl) to 4.0.4 (apache2 + mod_fastcgi)
and I notice a strange behaviour of RT-Authen-ExternalAuth -0.09.
The authentication works fine, however, the login page gets redirected straight
away here:
http://rt.address.com/NoAuth/Login.html?next=xxresults=xxx
With the error message: You are not an authorized user.
That is, this is what I see instead of the normal login page.
This is what the log says:
[Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth service: AD
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, No User)
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
[Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth service: AD
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, No User)
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
Is this to be expected? Or am I missing something? Because in the old version
there was no redirection and no error messages.
I dug a little bit and found a fix, but it seems a bit heavy handed (if not
plain wrong).
It involves modifiying .../html/Callbacks/ExternalAuth/autohandler/Session
from this:
%init
$m-comp('/Elements/DoAuth',%ARGS);
..
to this:
%init
if($ARGS{'user'} || $m-request_comp-path ne '/index.html'){
$m-comp('/Elements/DoAuth',%ARGS);
}
That is, try to authenticate me only if I provided an username or if I am
trying to access something else than the login page(well..).
Here's the relevant part of RT_SiteConfig:
Set($WebExternalAuth , '1');
Set($WebFallbackToInternalAuth , '1');
Set($WebExternalAuto , '1');
Set($ExternalAuthPriority, [ 'AD' ]);
Set($ExternalInfoPriority, [ 'AD' ]);
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, { 'AD' = {
'type' = 'ldap',
...
}
});
And httpd.conf:
VirtualHost *:80
ServerName xxx
KeepAlive On
AddDefaultCharsetUTF-8
LogLevel debug
LogFormat %h %l %u %t \%r\ %s %b \%{Referer}i\ \%{User-agent}i\
%{X-Forwarded-For}i combined
ErrorLog /opt/rt/var/log/error_log
CustomLog /opt/rt/var/log/access_log common env=!dontlog
Alias /NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias / /opt/rt/sbin/rt-server.fcgi/
DocumentRoot /opt/rt/share/html
Location /
Order allow,deny
Allow from all
Options +ExecCGI
AddHandlerfastcgi-script fcgi
/Location
Location /NoAuth/images
SetHandler default-handler
/Location
/VirtualHost
Thanks,
Iulian
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Question about dashboard
The question is simple: I created a new dashboard but it is possible that only make visible to a user group that I created? How is it done? I don't see any privacy option for the dashboard that I created ... THANKS!:) -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Increasing font size for one user or computer
We have 2 large (60) displays that show the status of tickets. These are typical LCD TVs with 1980x1020 resolution. This makes the fonts really small. Is there some way to make the fonts bigger for these two screens? I created a display user that the displays log in with so it could be either based on userID or machine. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Increasing font size for one user or computer
On Thu, December 15, 2011 10:14 am, Yan Seiner wrote: Is there some way to make the fonts bigger for these two screens? Never mind; found the Custom CSS page under Themes. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Question about dashboard
Daniel, You do this by setting up the Group Rights while in the Config-Group page. Then, when you create your Dashboard, you make sure that you save it under the Group you want to see it, provided you are also a member of that group. Kenn Crocker Consulting Services On Thu, Dec 15, 2011 at 6:58 AM, Daniel Garcia Mejia dgar...@cesca.catwrote: The question is simple: I created a new dashboard but it is possible that only make visible to a user group that I created? How is it done? I don't see any privacy option for the dashboard that I created ... THANKS!:) -- ..**..** ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ..**..** ... RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote: Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? Use the Query Builder to search for overdue tickets, once you're happy with the results, you can run that same search from bin/rt -kevin pgp99kDhxl9F7.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
Yes, I understand the method, but not sure why due date can't define time, any idea? -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 04:09:48 2011 Subject: Re: [rt-users] SLA due exceed monitor On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote: Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? Use the Query Builder to search for overdue tickets, once you're happy with the results, you can run that same search from bin/rt -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Cross table queries - transaction
On Thu, Dec 15, 2011 at 07:17:15AM -0500, Joe Harris wrote: Is there any way to build a query within RT (4.04) to query more than the ticket table? Specifically I am trying to build a dashboard that will email users any ticket they updated yesterday. I have one that is current user and last updated is yesterday, but if someone else updates it after it doesn't show as lastupdatedby is changed. Unfortunately, the Query Builder concentrates on Ticket fields, and what you want is a Transaction search, which you can't do from the UI. You might be able to use the My Day link under Tools to point you in the right direction. -kevin pgpo5rL6COPmL.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Print.css generated ? Doesn't apply changes
Hallo, I'm trying to edit the print.css with the one from your github repository. Problem is that the changes (even small changes from my side) don't get applied and all I see is the same old print.css. -I renamed the modified print.css to print2.css - http://XXX/NoAuth/css/print.css; -- no file can be found, as expected http://XXX/NoAuth/css/print2.css; -- opens the modified print.css NOW I renamed print2.css back to print.css Just to made sure, I opened print.css with Nano on Debian and I can see the modifications. http://XXX/NoAuth/css/print.css; -- default print.css without my modifications ! [I restarted apache2 after every file rename or modification] I don't get it ?! What is my problem ?? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Cross table queries - transaction
I was also trying to figure this out so I could make a report of which tickets entered a specific queue in a date range, even if the ticket is not in that queue currently. In RT 3.8, there were these 3 pre-made reports under tools reports in the interface. Admittedly, they weren't very useful, so that's probably why they were removed in 4.0. But I found that these reports provided a useful template for making your own custom reports, which can easily perform searches on transactions. If you know some perl, you can grab the code for these pre-made reports from 3.8 and use it on 4.0. I definitely had success with this approach. Dan On Thu, Dec 15, 2011 at 3:16 PM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Dec 15, 2011 at 07:17:15AM -0500, Joe Harris wrote: Is there any way to build a query within RT (4.04) to query more than the ticket table? Specifically I am trying to build a dashboard that will email users any ticket they updated yesterday. I have one that is current user and last updated is yesterday, but if someone else updates it after it doesn't show as lastupdatedby is changed. Unfortunately, the Query Builder concentrates on Ticket fields, and what you want is a Transaction search, which you can't do from the UI. You might be able to use the My Day link under Tools to point you in the right direction. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4 ExternalAuth with AD Problems
RT 4.0.4
ExternalAuth 0.09
CentOS 5.7 64 bit
Win 2008r2 AD
This is a fresh install of RT 4 and I'm having problems with authentication.
First off, just going to the login page, I see:
[Thu Dec 15 20:52:56 2011] [debug]: Autohandler called
ExternalAuth. Response: (0, ExternalAuthPriority not defined, please check your
configuration file.)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
I also do a perl -c RT_SiteConfig.pm and get the following:
Bad name after attr_map' at RT_SiteConfig.pm line 70.
RT_SiteConfig.pm is pretty straight forward, what am I missing?
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.
Set($rtname, 'dotomi.com');
Set($Organization, dotomi.com);
Set($CorrespondAddress, 'hdt...@dotomi.com');
Set($CommentAddress, 'hdt...@dotomi.com');
Set($WebDomain, it.dotomi.com);
Set($WebPath, /rt4);
Set($Timezone, US/Central);
Set(@Plugins,qw(RT::Authen::ExternalAuth) );
Set($DatabaseType, mysql);
Set($DatabaseHost, 10.110.xxx.xxx);
Set($DatabaseRTHost, 10.110.xxx.xxx);
Set($DatabasePort, 3306);
Set($DatabaseUser, xx);
Set($DatabasePassword, q{xx});
Set($DatabaseName, q{rt4});
Set($LogToSyslog, undef);
Set($LogToScreen, undef);
Set($LogToFile, info);
Set($LogDir, q{/opt/logs/rt});
Set($LogToFileNamed, rt4.log);#log to rt4.log
Set($LogToFile , 'debug');
Set($OwnerEmail, 'n...@dotomi.com');
Set($RTAddressRegexp , '^hdtest\@dotomi.com$');
Set($SetOutgoingMailFrom, 1);
Set($SMTPServer, 10.110.xxx.xxx);
Set($DefaultQueue, Helpdesk);
Set(%GnuPG, Enable = 0);
Set($ExternalAuthPriority, ['DTMAD']);
Set($ExternalInfoPriority, ['DTMAD']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'DTMAD' = {
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'wdc-o02.dotomi.com',
'user' = 'DOTOMI\apache',
'pass' = 'xx',
'base' = 'OU=Dotomi_Inc,DC=dotomi,DC=com',
'filter' = '(objectclass=person)',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName
],
'attr_map' = [ 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn'
],
};
};
);
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT-Authen-ExternalAuth-0.09 a bit too eager?
On Thu, Dec 15, 2011 at 06:18:04AM -0800, Iulian Dragan wrote:
Hello,
I am upgrading from 3.8.7 (apache2 + mod_perl) to 4.0.4 (apache2 +
mod_fastcgi) and I notice a
strange behaviour of RT-Authen-ExternalAuth -0.09.
The authentication works fine, however, the login page gets redirected
straight away here:
http://rt.address.com/NoAuth/Login.html?next=xxresults=xxx
With the error message: You are not an authorized user.
That is, this is what I see instead of the normal login page.
This is what the log says:
[Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth
service: AD
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
[Thu Dec 15 13:20:08 2011] [debug]: Attempting to use external auth
service: AD
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 15 13:20:08 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 15 13:20:08 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10)
Is this to be expected? Or am I missing something? Because in the old
version there was no
redirection and no error messages.
RT4 redirects on login attempt (to the login form) and those are the
debug messages you get with RT-Authen-ExternalAuth.
Set($WebExternalAuth , '1');
Set($WebFallbackToInternalAuth , '1');
Set($WebExternalAuto , '1');
I'm not sure why you have those set since you aren't doing any Apache
authentication.
The message you quote only comes about if you have
WebExteralAuth turned on and either have WebExternalOnly set or have
WebExternalFallbackToInternalAuth set and have a session that's
invalid.
Try turning off the options you're not using
-kevin
Set($ExternalAuthPriority, [ 'AD' ]);
Set($ExternalInfoPriority, [ 'AD' ]);
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings, { 'AD' = {
'type' = 'ldap',
...
}
});
pgpLzbtAoHGOk.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
On Fri, Dec 16, 2011 at 04:12:47AM +0800, Thomas Lau wrote: Yes, I understand the method, but not sure why due date can't define time, any idea? I'm not sure I understand the question. The SLA Extension and Due date absolutely set times. -kevin - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 04:09:48 2011 Subject: Re: [rt-users] SLA due exceed monitor On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote: Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? Use the Query Builder to search for overdue tickets, once you're happy with the results, you can run that same search from bin/rt -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 pgpHiK1INqn6t.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Print.css generated ? Doesn't apply changes
On Thu, Dec 15, 2011 at 08:20:46PM +, John West wrote: I'm trying to edit the print.css with the one from your github repository. Problem is that the changes (even small changes from my side) don't get applied and all I see is the same old print.css. -I renamed the modified print.css to print2.css - http://XXX/NoAuth/css/print.css; -- no file can be found, as expected http://XXX/NoAuth/css/print2.css; -- opens the modified print.css NOW I renamed print2.css back to print.css Just to made sure, I opened print.css with Nano on Debian and I can see the modifications. http://XXX/NoAuth/css/print.css; -- default print.css without my modifications ! [I restarted apache2 after every file rename or modification] Did you clear the mason cache or just restart apache? Try rm -rf /opt/rt4/var/mason_data/obj/* -kevin pgpwl9nP4lO7M.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4 ExternalAuth with AD Problems
On Thu, Dec 15, 2011 at 03:09:38PM -0600, Shawn Green wrote: 'RealName You're missing a closing quote at the end of this line, which breaks attr_map -kevin pgpdy9l6WmAZP.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Print.css generated ? Doesn't apply changes
Thanks ! Problem solved +1 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
