[rt-users] Cosmetic Bug in RT 4.0.4: Date and Time partially visible
Hi, we have found a bug in RT (4.0.4) related to the Date and Time-picker used to create reminders. To reproduce this bug, select a ticket and then click into the Due text box in the Reminders widget of the ticket overview. Next, select a date. If your browser window is not wide enough, the time selection ui will be cut off at the windows edge. We found this behavior using both Chromium and Firefox on Linux (see screenshots). It is probably present in other browsers as well. Warm regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de inline: rt-bug-chrome.pnginline: rt-bug-firefox.png smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone [falc...@bestpractical.com] Sent: Friday, December 16, 2011 7:54 AM To: rt-users@lists.bestpractical.com Subject: 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 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT Newbie: Inbound email by getmail fails at unknown rtuser
All,
I'm installing RT 4.0.4 on Ubuntu 10.04 with AD integration. I can login to
RT web UI. I have run into a problem fetching emails using getmail.
Here is the problem,
snip
Delivery error (command rt-mailgate 19780 error (127, exec of command
rt-mailgate failed (no such specified user ('getpwnam(): name not found:
rtuser'
msg 1/84 (1117 bytes) from zenoss@xxx, delivery error (command
rt-mailgate 19780 error (127, exec of command rt-mailgate failed (no such
specified user ('getpwnam(): name not found: rtuser'
/snip
Here is my /opt/rt4/etc/getmailrc
snip
[retriever]
type = SimplePOP3Retriever
server = xxx.com
port = 110
username = x
password = x
[destination]
type = MDA_external
path = /opt/rt4/bin/rt-mailgate
user = rtuser
#group = rtgroup
arguments = (--url, http://xx.com;, --queue, General,
--action, correspond,)
[options]
read_all = false
delete_after = 8
verbose = 2
/snip
Here is how im invoking getmail,
#!/bin/bash
/usr/bin/getmail --rcfile /opt/rt4/etc/getmailrc
Looks like getmail is retrieving mails from the mailbox but unable to pass
that onto RT. I'm not sure where rtuser and rtgroup is to be created.
Is it a OS system user?
Is it an user in AD?
Is it an privileged user in RT?
I'm hoping once the user is created in the correct location, getmail will
populate RT - Geberal queue
Thanks in advance,
Steve
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT Newbie: Inbound email by getmail fails at unknown rtuser
On Fri, Dec 16, 2011 at 14:03, RT User myrtu...@gmail.com wrote: Looks like getmail is retrieving mails from the mailbox but unable to pass that onto RT. I'm not sure where rtuser and rtgroup is to be created. As far as I understand output, getmail fails to find rtuser in the system. RT doesn't create such account. --with-bin-owner option in configure script defaults to root. Files in bin dir are owned by this account and group is set to value of --with-web-group option (default www). If you don't want to getmail to run mailgate script as root then use user account that is in www group. Most probably you have www user in www group. It's also possible that this group is called apache, httpd or something else. Is it a OS system user? It's system user. As I understand it. getmail for security reasons allows you to define system user and group to run commands under. You start getmail as root, it inits itself and then switches to user/group you defined. This lowers privileges of getmail and programs it executes. Is it an user in AD? Is it an privileged user in RT? This has nothing to do with AD and/or RT. -- Best regards, Ruslan. 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 13:19, Thomas Lau thomas@principleone.com wrote: I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? Due '2011-11-10 14:00:00' -- Best regards, Ruslan. 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?
Thank you Kevin, I got rid of those parameters and everything is now fine. Best regards, Iulian RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
Thanks, but does query could show ticket which due date and time is 30minutes away from now? -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 19:20:49 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 13:19, Thomas Lau thomas@principleone.com wrote: I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? Due '2011-11-10 14:00:00' -- Best regards, Ruslan. 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 16:27, Thomas Lau thomas@principleone.com wrote: Thanks, but does query could show ticket which due date and time is 30minutes away from now? SearchByDates page on the wiki. -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 19:20:49 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 13:19, Thomas Lau thomas@principleone.com wrote: I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? Due '2011-11-10 14:00:00' -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 3.8.7 Patch?
UMBC is working on an upgrade to 4.04 however we will not go live until after our Spring 2012 semester ends, May 2012 We are experiencing a situation where the sort order of our Custom Fields is not being honored when presented and I have a need to have this work in 3.8.7 or a version I can upgrade to with very little impact on the user community. A patch would be preferable We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's Ideas? Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.7 Patch?
Hello Joe, On Fri, Dec 16, 2011 at 16:40, Joe Kirby ki...@umbc.edu wrote: UMBC is working on an upgrade to 4.04 however we will not go live until after our Spring 2012 semester ends, May 2012 We are experiencing a situation where the sort order of our Custom Fields is not being honored when presented and I have a need to have this work in 3.8.7 or a version I can upgrade to with very little impact on the user community. A patch would be preferable We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's Ideas? Does your policy allows to update DBIx::SearchBuilder module and RT to 3.8.latest? Thanks in advance Joe -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] possible RT 4.0.4 attachment bug
This may be a bug in the way attachments are handled in 4.0.4. We recently spun up a new instance of RT 4.0.2, then upgraded to 4.0.4. Running on Centos 5.7 using MySQL. Yesterday we were at ticket #53. A user sent an email last night with an attachment containing sql statements (a database backup). His ticket id is #63. There aren't any intervening tickets. When I use the quick search for example, and try to load a ticket between 53-63, I get an error: RT Error Could not load ticket 57 (for example) The only thing I can think of is that some of the statements in the attachment were acted on. Is this possible? Mike RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
Hmm, So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any address that doesn't match the regular expression to the ticket. So To: RTQueue;Tom;Sue Cc:Jerry From: Bob With ParseNewMessageForTicketCCs off Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't attached to the ticket in anyway. With it on Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are Cc's on the ticket? Thanks Ruslan! Mike. On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov r...@bestpractical.comwrote: On Mon, Dec 12, 2011 at 19:06, Mike Johnson mike.john...@nosm.ca wrote: HI everyone, I just wanted to get confirmation on how the ParseNewMessageForTicketCCs work. http://requesttracker.wikia.com/wiki/EmailInterface Specifically, ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is true, RT automatically adds email addresses found in the Cc header to the ticket's Cc at creation. If a new message comes in that is To: foo1, foo2, fooN Cc: bar1 From: bar2 And foo1, and foo2 go to 2 different queues RT will: - create a ticket in foo1's queue - create a ticket in foo2's queue Right, as RT would receive two emails actually. - add bar1 as a CC on both tickets - make the requestor of both tickets bar2 RT will not add foo2 - fooN as anything to foo1's ticket as these addresses are in the To block, not the Cc block. It would use To actually, but skip all RT addresses. To do the latter RT should be properly configured to know all its addresses. I don't have a good testing bed right now, and was hoping someone had tested this already or can confirm that is how it works before I flip the switch :P Looked into code. Grep fro option name, it's only used in one place. Thanks! Mike. -- 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) * Boston — March 5 6, 2012 -- Best regards, Ruslan. -- 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) * Boston March 5 6, 2012
Re: [rt-users] ParseNewMessageForTicketCCs - confirm how it works
On Fri, Dec 16, 2011 at 19:05, Mike Johnson mike.john...@nosm.ca wrote: Hmm, So, ParseNewMessageForTicketCCs looks at the To and Cc block and adds any address that doesn't match the regular expression to the ticket. So To: RTQueue;Tom;Sue Cc:Jerry From: Bob With ParseNewMessageForTicketCCs off Result is a ticket with Bob as the requestor, and Tom, Sue, Jerry aren't attached to the ticket in anyway. With it on Result is a ticket with Bob as the requestor, Tom, Sue and Jerry all are Cc's on the ticket? Yep. Thanks Ruslan! Mike. On Mon, Dec 12, 2011 at 11:38 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Mon, Dec 12, 2011 at 19:06, Mike Johnson mike.john...@nosm.ca wrote: HI everyone, I just wanted to get confirmation on how the ParseNewMessageForTicketCCs work. http://requesttracker.wikia.com/wiki/EmailInterface Specifically, ParseNewMessageForTicketCcs (boolean) - when $ParseNewMessageForTicketCcs is true, RT automatically adds email addresses found in the Cc header to the ticket's Cc at creation. If a new message comes in that is To: foo1, foo2, fooN Cc: bar1 From: bar2 And foo1, and foo2 go to 2 different queues RT will: - create a ticket in foo1's queue - create a ticket in foo2's queue Right, as RT would receive two emails actually. - add bar1 as a CC on both tickets - make the requestor of both tickets bar2 RT will not add foo2 - fooN as anything to foo1's ticket as these addresses are in the To block, not the Cc block. It would use To actually, but skip all RT addresses. To do the latter RT should be properly configured to know all its addresses. I don't have a good testing bed right now, and was hoping someone had tested this already or can confirm that is how it works before I flip the switch :P Looked into code. Grep fro option name, it's only used in one place. Thanks! Mike. -- 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) * Boston — March 5 6, 2012 -- Best regards, Ruslan. -- 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) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
All work fine now, thanks -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 20:32:28 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 16:27, Thomas Lau thomas@principleone.com wrote: Thanks, but does query could show ticket which due date and time is 30minutes away from now? SearchByDates page on the wiki. -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 19:20:49 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 13:19, Thomas Lau thomas@principleone.com wrote: I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? Due '2011-11-10 14:00:00' -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4.04 and Articles
Our organization has not used RTFM at all and when I begin to explore Articles within RT 4.04 I see a couple of things that I think may be our lack of experience with this aspect. 1. There does not seem to be a way for me to add any Content since it is always just a header and no box for entry 2. When I try to extract an article from and existing ticket I get all the History with an apparent option to select which comments or replies I am interested in however there is nothing in the drop down menu for selecting so I can only add all history by hitting Create at the bottom of the screen Is there a good doc area for Articles that I may use to assist me in RT 4.04 setup? This really looks cool and I think it will really help our users Thanks again for all the support given via this list serve Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Cosmetic Bug in RT 4.0.4: Date and Time partially visible
I was also able to reproduce this in Firefox 8, on an XP machine, running 4.0.3. Tho I cant say I've ever noticed it before. On 12/16/2011 12:01 AM, Stefan Vollmar wrote: Hi, we have found a bug in RT (4.0.4) related to the Date and Time-picker used to create reminders. To reproduce this bug, select a ticket and then click into the Due text box in the Reminders widget of the ticket overview. Next, select a date. If your browser window is not wide enough, the time selection ui will be cut off at the windows edge. We found this behavior using both Chromium and Firefox on Linux (see screenshots). It is probably present in other browsers as well. Warm regards, Stefan 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] User with no WatchAsAdminCc right was added as AdminCc
Hi One of my privileged users A was able to add another user B as AdminCc even though that second User B does not have the WatchAsAdminCc right as far as I can make out. User B is not privileged. User B does not have any rights for that Queue in Admin/Queues/UserRights.html User B belongs to only one group C directly. Group C is not included in any other. Group C does not have any rights in Admin/Groups/GroupRights.html Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B does not belong either directly or indirectly. If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue. If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue. User A has the following rights on that queue C * CommentOnTicket * CreateTicket * ModifyTicket * OwnTicket * ReplyToTicket * SeeQueue * ShowACL * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket * TakeTicket * Watch * WatchAsAdminCc * *Any ideas where I might have messed up ? Gerard RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] User with no WatchAsAdminCc right was added as AdminCc
Using RT 3.8.8 On 2011-12-16 17:24, Gerard FENELON wrote: Hi One of my privileged users A was able to add another user B as AdminCc even though that second User B does not have the WatchAsAdminCc right as far as I can make out. User B is not privileged. User B does not have any rights for that Queue in Admin/Queues/UserRights.html User B belongs to only one group C directly. Group C is not included in any other. Group C does not have any rights in Admin/Groups/GroupRights.html Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B does not belong either directly or indirectly. If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue. If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue. User A has the following rights on that queue C * CommentOnTicket * CreateTicket * ModifyTicket * OwnTicket * ReplyToTicket * SeeQueue * ShowACL * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket * TakeTicket * Watch * WatchAsAdminCc * *Any ideas where I might have messed up ? Gerard RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Shredder - some tips
Hi everyone, I'm looking at shredding a ton of old data from our system and I want to make sure I am understanding the steps involved to ensure everything is cleaned up properly. I have shredder setup and have shredded some tickest through the WebUI to test things out. All is working in that aspect. My RT instance has had a fairly long lifecycle where queues have come and gone. I want to clean up the mess. I want to shred all the stuff that isn't related to anything recent. I'm thinking I have to do the following: - shred all the tickets that aren't in the active queues - shred all users that aren't attached to anything On the Shredder page of the Wiki it talks about running rt-validator. Do I have to run this at all after I've done the shredding? This is going to shred about 30,000 tickets, and a huge number of Users. Does the shredding have to be done on a quiet system? I've shred a few tickets while we were live without issue... I'm just worried that I kick off a process to shred a large volume and it chokes my server out. Any experience/input is appreciated. Thanks! Mike. -- 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) * Boston March 5 6, 2012
Re: [rt-users] Shredder - some tips
snip This is going to shred about 30,000 tickets, and a huge number of Users. Does the shredding have to be done on a quiet system? I've shred a few tickets while we were live without issue... I'm just worried that I kick off a process to shred a large volume and it chokes my server out. Any experience/input is appreciated. You can limit the number of tickets it shreds with the ; limit, x in the plugins line. Ie: --plugin Tickets=query,Status='deleted';limit,0 Limit of 0 means everything. But you could set that to 100 or 1000 and see how it affects your system and then make the call on how many to shred at a time. Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
