Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason
Hi Kevin, Below is the result: [root@rt-test rt-4.0.5]# cpan cpan shell -- CPAN exploration and modules installation (v1.9800) Enter 'h' for help. cpan[1] look HTML::Mason CPAN: Storable loaded ok (v2.21) Reading '/root/.cpan/Metadata' Database was generated on Tue, 21 Feb 2012 13:14:29 GMT CPAN: LWP::UserAgent loaded ok (v5.834) CPAN: Time::HiRes loaded ok (v1.9719) I would like to connect to one of the following sites to get 'authors/01mailrc.txt.gz': http://www.perl.org/CPAN/ ftp://ftp.perl.org/pub/CPAN/ Is it OK to try to connect to the Internet? [yes] yes Fetching with LWP: http://www.perl.org/CPAN/authors/01mailrc.txt.gz CPAN: YAML loaded ok (v0.80) Reading '/root/.cpan/sources/authors/01mailrc.txt.gz' CPAN: Compress::Zlib loaded ok (v2.049) Reading 93 yaml files from /root/.cpan/build/ DONE Restored the state of none (in 1.1443 secs) DONE Fetching with LWP: http://www.perl.org/CPAN/modules/02packages.details.txt.gz Reading '/root/.cpan/sources/modules/02packages.details.txt.gz' Database was generated on Thu, 23 Feb 2012 08:17:27 GMT DONE Fetching with LWP: http://www.perl.org/CPAN/modules/03modlist.data.gz Reading '/root/.cpan/sources/modules/03modlist.data.gz' DONE Writing /root/.cpan/Metadata Running look for module 'HTML::Mason' Trying to open a subshell in the build directory... Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: quarta-feira, 22 de Fevereiro de 2012 17:27 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason On Wed, Feb 22, 2012 at 08:58:02AM +, Walid Haider wrote: Thanks for your response. Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps): [root@rt-test rt-4.0.5]# cpan HTML::Mason '/usr/bin/perl Makefile.PL' returned status 512, won't make Looks like a fascinating failure. If you run cpan look HTML::Mason ls perl Makefile.PL what does it show? -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Hide reply author in notify message
Hello, When a ticket is replied, resquestors are notified by e-mail. Is it possible to hide the name of the guy who replies in this e-mail ? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] FW: (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason
Hi Ruslan, Thanks for the input. Further to the output that Kevin requested (posted below). Is there anything else I can try, to resolve this issue? Regards, Walid -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: quarta-feira, 22 de Fevereiro de 2012 19:29 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason Hi, HTML::Mason uses Module::Build::Compat that may be responsible. -Original Message- From: Walid Haider Sent: quinta-feira, 23 de Fevereiro de 2012 08:49 To: rt-users@lists.bestpractical.com Subject: RE: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason Hi Kevin, Below is the result: [root@rt-test rt-4.0.5]# cpan cpan shell -- CPAN exploration and modules installation (v1.9800) Enter 'h' for help. cpan[1] look HTML::Mason CPAN: Storable loaded ok (v2.21) Reading '/root/.cpan/Metadata' Database was generated on Tue, 21 Feb 2012 13:14:29 GMT CPAN: LWP::UserAgent loaded ok (v5.834) CPAN: Time::HiRes loaded ok (v1.9719) I would like to connect to one of the following sites to get 'authors/01mailrc.txt.gz': http://www.perl.org/CPAN/ ftp://ftp.perl.org/pub/CPAN/ Is it OK to try to connect to the Internet? [yes] yes Fetching with LWP: http://www.perl.org/CPAN/authors/01mailrc.txt.gz CPAN: YAML loaded ok (v0.80) Reading '/root/.cpan/sources/authors/01mailrc.txt.gz' CPAN: Compress::Zlib loaded ok (v2.049) Reading 93 yaml files from /root/.cpan/build/ DONE Restored the state of none (in 1.1443 secs) DONE Fetching with LWP: http://www.perl.org/CPAN/modules/02packages.details.txt.gz Reading '/root/.cpan/sources/modules/02packages.details.txt.gz' Database was generated on Thu, 23 Feb 2012 08:17:27 GMT DONE Fetching with LWP: http://www.perl.org/CPAN/modules/03modlist.data.gz Reading '/root/.cpan/sources/modules/03modlist.data.gz' DONE Writing /root/.cpan/Metadata Running look for module 'HTML::Mason' Trying to open a subshell in the build directory... Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: quarta-feira, 22 de Fevereiro de 2012 17:27 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason On Wed, Feb 22, 2012 at 08:58:02AM +, Walid Haider wrote: Thanks for your response. Below is the full output of make fixdeps (and below that is the output of cpan HTML::Mason outside make fixdeps): [root@rt-test rt-4.0.5]# cpan HTML::Mason '/usr/bin/perl Makefile.PL' returned status 512, won't make Looks like a fascinating failure. If you run cpan look HTML::Mason ls perl Makefile.PL what does it show? -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Quick Ticket Creatation
Hello, About the Quick Ticket Creatation, is it possible to have all users in the dropdown list so that I can assign a ticket to a certain owner? How can I do that? Med Vänliga Hälsningar/Best Regards Martin Petersson *: Office +46 (0)522 98028 *: Fax +46 (0)70 25 79 453 *: www.uanet.sehttp://www.uanet.se/ Gustaf Mattssons Väg 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens säte: Uddevalla P Please consider the environment before printing this e-mail. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Add Cc and Mail ticket with RT ident
Hi Payam, thank You for response. This workaround is usable in case, if people send message. But - if message send btw. web page, it doesn't work. My situation My simple web page for HR send mail to RT with requirments for creating accounts for new people + send mail to new people superior to add some detail information, which personalist dont know. I need, the reply from the superior was routed to RT (with given ticket number), to support have all information in the one ticket. Thank You Radek Dne 22.2.2012 19:38, Payam Poursaied napsal(a): On Wednesday, February 22, 2012, Radek Svoboda wrote: Hi, We use email for creating new tickets. When I send message to RT with CC to user, the Cc-ed user is CC of the ticket, but the mail get from me (and his reply to me too). But I need, the reply comms to RT. Is the way, how to send mail to Cc-ed user via RT directly ? Hi Radek We had almost such situation in our system and we solved it some how by change our approaches. Suppose i want to create a ticket and include someone in the loop. First i send an email with only subject to RT. then when i get the auto respond of ticket creatin, then i will put the main content and reply it to RT and include those who should be in the loop. It is also expected that when any one in the loop intend to reply, use reply to all. In this case, althogh the cc people still receive emails directly fro the sender, but tracking would be added to the ticket RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Subject Ticket ID
Hi, when a reply is sent by email the ticket id in the subject looks like [hos.name #213] - how can i replace the host name with Ticket TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom field value in an email
I am getting transaction emails on RT is it possible to get the custom field value on that ticket and modify the transaction email to include the custom field value? Here is the example email: Wed Feb 22 10:36:16 2012: Request 166 was acted upon. Transaction: Status changed from 'open' to 'resolved' by user1 Queue: Bicycle Subject: Tires is not working Owner: user1 Requestors: us...@gooble.com Status: resolved Custom Field: Value here Anyhelp would be appreciated thank you. -- View this message in context: http://old.nabble.com/Re%3A-Custom-field-value-in-an-email-tp3330p3330.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Any and all help is surely appreciated, Thanks, Scott -- View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33377844.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Subject Ticket ID
On 02/23/2012 07:58 AM, Matthias Henze wrote: when a reply is sent by email the ticket id in the subject looks like [hos.name #213] - how can i replace the host name with Ticket You don't want to do this because it means your RT might interact poorly with another RT. Please read the section about $rtname by running the command: perldoc /opt/rt4/etc/RT_Config.pm Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Communication between multiple RT systems
We currently have 2 RT installations. One is 4.0.4 and the other is 3.8.8 (which is on schedule to upgrade very soon). From time to time, a ticket is submitted to one system that should have been sent to the other and sometimes a task will get passed from one to another as the task could have multiple parts. I know I have seen dome information about this before, but have not found what I'm looking for yet. If someone could point me to some documentation, I would greatly appreciate it. Thanks in advance! Joe RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Ticket taken search
Is there a way in advanced search to see all the tickets taken by a user even if they are not the current owner? Mark RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide reply author in notify message
I found the solution by myself ! Without any help from anybody !! Okay, I confess trs gave me the solution on IRC actually... In RT_Config.pm : Set($UseFriendlyFromLine, 0); From: arthur_ra...@hotmail.com To: rt-users@lists.bestpractical.com Date: Thu, 23 Feb 2012 10:51:45 +0100 Subject: [rt-users] Hide reply author in notify message Hello, When a ticket is replied, resquestors are notified by e-mail. Is it possible to hide the name of the guy who replies in this e-mail ? 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
Re: [rt-users] No recipients found. Not sending.
On Thu, Feb 23, 2012 at 08:23:51AM +0200, Bruce Blacklaws wrote: I've tried both AdminCC and CC... nothing works. There's no need to copy me on replies, I read the mailing list. Are the users you're adding as AdminCcs users with email addresses and are those users someone other than you? -kevin On Wed, Feb 22, 2012 at 7:32 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote: Anyone know what causes this and how to fix it? I've added individual user accounts and groups as queue watches but they do not receive the notification email messages when a new ticket arrives. I enabled logging and found... What kind of Watchers are they? The Scrip you're quoting is looking for AdminCcs (assuming a standard RT install). [Wed Feb 22 08:19:04 2012] [info]: rt-4.0.1-18896-1329898744-768.58-4-0@ThoughtExpress No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352) pgpV9ItKCmsUj.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason
On Thu, Feb 23, 2012 at 08:48:47AM +, Walid Haider wrote: Hi Kevin, Below is the result: cpan[1] look HTML::Mason Trying to open a subshell in the build directory... Directory '/root/.cpan/build/HTML-Mason-1.48-ygKQns' has gone. Cannot continue. That sounds pretty broken. What's in /root/.cpan/build ? You may want to just blow away the build directory and try it fresh, but it sounds like things aren't being unpacked properly on your system. -kevin pgpb4EHd6zXDO.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Quick Ticket Creatation
On Thu, Feb 23, 2012 at 11:05:24AM +, Martin Petersson wrote: About the Quick Ticket Creatation, is it possible to have all users in the dropdown list so that I can assign a ticket to a certain owner? How can I do that? You'll need to cleanly override Elements/QuickCreate and replace the Me/Nobody code with a call to SelectOwner. You can read more about cleanly customizing RT at http://requesttracker.wikia.com/wiki/Customizing -kevin pgpgGoiC853Pq.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom field value in an email
On Thu, Feb 23, 2012 at 05:27:27AM -0800, nickyflavier wrote: I am getting transaction emails on RT is it possible to get the custom field value on that ticket and modify the transaction email to include the custom field value? Here is the example email: Wed Feb 22 10:36:16 2012: Request 166 was acted upon. Transaction: Status changed from 'open' to 'resolved' by user1 Queue: Bicycle Subject: Tires is not working Owner: user1 Requestors: us...@gooble.com Status: resolved Custom Field: Value here You can read more about customizing Templates here http://requesttracker.wikia.com/wiki/Customizing You'll need to add a Custom Field: and a call to $self-TicketObj-FirstCustomFieldValue in there. Keep in mind that the template you're quoting is used by several different scrips, so your change may affect multiple types emails. -kevin pgpqYJ5QQ0qHm.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Have you contacted the Asset Tracker authors? Best Practical doesn't maintain Asset Tracker and the AT authors don't always monitor our mailing list. You may need to reach out to them directly. -kevin pgpDPZlw02dHT.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Ticket taken search
On Thu, Feb 23, 2012 at 10:03:29AM -0500, Mark Fuller wrote: Is there a way in advanced search to see all the tickets taken by a user even if they are not the current owner? Unfortunately, no. That's a transaction history search and RT's search concentrates on the current state of tickets. It's a relatively straightforward search to write at the perl level, but not in the UI. -kevin pgpuAjwA5qBSA.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
Thanks Kevin, I haven't contacted the authors - thanks for the heads up. I'll contact them asap and then post what I find in case anyone else might have the same problem. Kevin Falcone-2 wrote: On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Have you contacted the Asset Tracker authors? Best Practical doesn't maintain Asset Tracker and the AT authors don't always monitor our mailing list. You may need to reach out to them directly. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33379143.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Include e-mail address in FriendlyFromLineFormat?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, I have a little issue with our FriendlyFromLineFormat on RT 4. We have set it as follows: *Set( $FriendlyFromLineFormat, \IT Helpdesk\ %s);* which, looking around on the web, seems to be the correct way of doing so - unless you see something wrong. The issue is that this way what I get is the name of the sender of the e-mail (either the owner or the requestor, cc, etc), not their e-mail. For example, if I have sent the e-mail, I get: *IT Helpdesk Giuseppe Sollazzo* which clearly breaks the Reply all. How can I get it to include the e-mail address? Thanks, Giuseppe - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPRnDyAAoJEAqigArPBfJXmpwH/iPzMe/5Fa7WchxE63YS78cs l2rwNnq/4CmadVfIAkFBSD/TaUVlFz0W89a2xN6nY2bb35iRYZ6R/77UsK0oNGvQ 0T2+Jdu6FG2Rk9YQCZPHbza6uOLWcpSJiy8aJWaVBhqGBW5OrC99HOS9t2BOdp7l I5sICuJh5AiHM8NYT7UvbThZgmHHIU3lMv84BKiNwLqiYT6JgiEqUQjDeHGuCCOq uhpfo1mtGGLFZzXs6yB/SpuVjDVM0w8sF+whx799E1MsyYLMpq5kBuD1sgU1wCd4 Wbf7BDjXTVhcWD8LoDgru4m6UW1OIqntQrxYRmCJHmRZKQBejER18VtCpkuZ6Ug= =flAa -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Problems with new users
Kevin,
We're setting up a new development RT server to try to pick apart
our issues (and also as a staging platform for RT upgrades). In that
spirit I thought I'd ask you to look over the RT_SiteConfig.pm I've set
up based on our existing instances (don't worry its short, and
attached). After our conversations, I think I want to make these changes:
- Set($AutoCreate, {Privileged=1});
+ Set($AutoCreate, {Privileged=0});
-'attr_match_list' = [ 'EmailAddress' ]
+ 'attr_match_list' = [ 'EmailAddress',
+'uid' ],
Then I will want to install from CPAN RT::Extension::LDAPImport.pm
(hm, that author's name seems familiar...) and then set up a
RT_User_Update.pl script that will look something like this (based on
the CPAN documentation):
#/usr/bin/perl
#RT_User_Update.pl - NSP 20120222
use RT;
use RT::Extension::LDAPImport;
Set($LDAPHost,'ldap://ldapserver.linguamatics.com');#CPAN leaves
out the $
Set($LDAPUSER,'');
# again
Set($LDAPPassword,'');
# and again
connect_ldap();
#Mirror RT_SiteConfig.pm for the Attribute Mapping:
Set($LDAPMapping, { 'Name' = 'uid', 'EmailAddress' = 'mail',
'RealName' = 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'gecos' };
#Pull in the records since last time:
import_users( 'import' = 1 );
#Clean up
disconnect_ldap();
1;
And then we'll run that perl script on our RT server (owlwoman,
etc) whenever new employees come on board (and have been entered into
LDAP). Does this make sense?
-Scott
On 2/14/2012 5:44 PM, Kevin Falcone wrote:
On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote:
That's correct, we don't want him to have special privileges;
other than the ability to see status of tickets that he
opened/requested. Oddly enough we have another employee who started
at roughly the same time as Ian, and Tracy doesn't have this issue,
nor does she have an un-privileged Privileged User. When she logs
in she gets a view similar to mine (I'm on IT Support, have
privileges, and haven't had an issue). At least that's what my
memory tells me. I'm going to check on this tomorrow to see what
her experience as a user is, I could be wildly wrong about this.
This sounds like you may want this user to just be Unprivileged and
use the SelfService interface. You'll still need to hand out some
rights so that Requestors can see their own tickets, etc.
However, you can go compare this user and Tracy's group memberships
from the Memberships tab on their user page and I suspect Tracy will
be in groups and Ian isn't or that Tracy has tickets requested but Ian
doesn't. Also, if Ian's user record had no Email Address then RT has
no way to associate his tickets with the logged in user (See my later
comment about how RT can't know the user's email address).
When he logs in and goes to the RT at a glance page (
rt/index.html ), his view (to me) implies he's associated with a
queue that was originally set up for testing.
What about it makes you think he is accessing a testing queue?
It just sounds like he has no rights in the system.
I'm not sure I understand it either. ;) We are using a rather
complex set up with apache spread across multiple servers performing
different roles, all united by SSO on the apache instance acting as
a gateway. The credentials are (I believe) passed through so an
employee only needs to authenticate once for all of our internal
resources. We are also getting closer to using Kerberos/Domain
authentication for seamless SSO for our windows users.
That makes more sense, you're authing with SSO and trying to pull
information from LDAP. However, your LDAP is keyed to look up on
email address and when someone logs in via the web UI, there's no way
to have their email address (think about it, RT only gets the username
they logged in with, not their email address which is stored in LDAP).
Often, ExternalAuth is keyed to look up on Username *and*
EmailAddress, but yours is configured for just EmailAddress.
Based on this I think our issues stem from him logging in via
the web before opening a ticket via email. Funnily enough when he
emailed IT support for help with something around the office, the RT
system worked like a charm. I'm starting to think I may be
over-thinking this entire situation...
This also supports my above comment, since someone emailing into your
system *would* be able to find their LDAP account, because RT has
their email account.
It sounds like many of these problems could be solved with
RT-Extension-LDAPImport pulling users into the system so they'll exist
before sending email or logging into the system.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston --- March 5 6, 2012
--
N.
Re: [rt-users] Problems with new users
On 02/23/2012 12:07 PM, Scott Pestana wrote:
#/usr/bin/perl
#RT_User_Update.pl - NSP 20120222
use RT;
use RT::Extension::LDAPImport;
Set($LDAPHost,'ldap://ldapserver.linguamatics.com');#CPAN leaves
out the $
Set($LDAPUSER,'');
# again
Set($LDAPPassword,'');
# and again
connect_ldap();
#Mirror RT_SiteConfig.pm for the Attribute Mapping:
Set($LDAPMapping, { 'Name' = 'uid', 'EmailAddress' = 'mail',
'RealName' = 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'gecos' };
#Pull in the records since last time:
import_users( 'import' = 1 );
#Clean up
disconnect_ldap();
1;
And then we'll run that perl script on our RT server (owlwoman,
etc) whenever new employees come on board (and have been entered into
LDAP). Does this make sense?
Why aren't you using the rtldapimport script that ships with
RT::Extension::LDAPImport?
/opt/rt4/local/plugins/RT-Extension-LDAPImport/bin/rtldapimport --help
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Include e-mail address in FriendlyFromLineFormat?
On Thu, Feb 23, 2012 at 05:01:38PM +, Giuseppe Sollazzo wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, I have a little issue with our FriendlyFromLineFormat on RT 4. We have set it as follows: *Set( $FriendlyFromLineFormat, \IT Helpdesk\ %s);* which, looking around on the web, seems to be the correct way of doing so - unless you see something wrong. The default is Set($FriendlyFromLineFormat, \%s via RT\ %s); You need two %s's, one for the name, one for the email. The issue is that this way what I get is the name of the sender of the e-mail (either the owner or the requestor, cc, etc), not their e-mail. For example, if I have sent the e-mail, I get: *IT Helpdesk Giuseppe Sollazzo* which clearly breaks the Reply all. pgpGmGy52AanN.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Include e-mail address in FriendlyFromLineFormat?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Thanks Kevin, that was a silly overlook on my behalf! Giuseppe On 23/02/12 17:17, Kevin Falcone wrote: On Thu, Feb 23, 2012 at 05:01:38PM +, Giuseppe Sollazzo wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, I have a little issue with our FriendlyFromLineFormat on RT 4. We have set it as follows: *Set( $FriendlyFromLineFormat, \IT Helpdesk\ %s);* which, looking around on the web, seems to be the correct way of doing so - unless you see something wrong. The default is Set($FriendlyFromLineFormat, \%s via RT\ %s); You need two %s's, one for the name, one for the email. The issue is that this way what I get is the name of the sender of the e-mail (either the owner or the requestor, cc, etc), not their e-mail. For example, if I have sent the e-mail, I get: *IT Helpdesk Giuseppe Sollazzo* which clearly breaks the Reply all. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 6, 2012 - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPRniMAAoJEAqigArPBfJXfeAIAJP7FyX9qjLM8HMo96Cote8j U8ciRvYrTeNNiOb9irMtM+501Pcfx59s9jwWc6J8XUT4oJblGxWxzHwiCo43Zpg+ PbBsNEUPm1IUOMrwWWVIdLtLzP972zRtWeF3o3SZMmYVrxXCXRQVj/YhtYt2JSxU DijMm15fFHXf+yg7cjF0U0kUC62ZSKPKgDRx7DSLJUwbg1TZ4UYRqnWFeF/SipdK huuMcj4EWPUGtUC4SJtO82D/hTltQ6rMlzl//b3EwUwZ5Ujp8G/zNqOG4e9ksDOr DZUkRK99PK14fQ1oeWfFD5a4lGsA5iSvU197FvwVZ3fO7+3VovDVkHrOOTppD0w= =eqM4 -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] custom fields default values
Hi, I've created a custom field with two possible values which could by set using a drop down. No I want a default value to be set when a ticket is created by a mail sent in. I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue And tried to put it in a scrip. No I'm unable to find a combination of conditions to set, so the scrip is triggered when a ticket is created by an incoming mail. What do I have to set for: Condition: Action: Template: Stage: And where to put the code: Custom condition: Custom action preparation code: Custom action cleanup code: Any hints? TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Problems with new users
Thomas,
I didn't know it existed. I can't find rtldapimport anywhere on
the CPAN page, and a google search for rtldapimport
site:bestpractical.com only finds hits in version control.
It looks as though the README (as hosted on metacpan) talks about
it. I can't install RT::Extension::LDAPImport yet because I've not yet
set up RT's DB. I want to wait for thoughts on my RT_Siteconfig.pm
before I follow through with the make initialize-database. I'll take a
look at the script then.
-Scott
On 2/23/2012 12:15 PM, Thomas Sibley wrote:
On 02/23/2012 12:07 PM, Scott Pestana wrote:
#/usr/bin/perl
#RT_User_Update.pl - NSP 20120222
use RT;
use RT::Extension::LDAPImport;
Set($LDAPHost,'ldap://ldapserver.linguamatics.com');#CPAN leaves
out the $
Set($LDAPUSER,'');
# again
Set($LDAPPassword,'');
# and again
connect_ldap();
#Mirror RT_SiteConfig.pm for the Attribute Mapping:
Set($LDAPMapping, { 'Name' = 'uid', 'EmailAddress' = 'mail',
'RealName' = 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'gecos' };
#Pull in the records since last time:
import_users( 'import' = 1 );
#Clean up
disconnect_ldap();
1;
And then we'll run that perl script on our RT server (owlwoman,
etc) whenever new employees come on board (and have been entered into
LDAP). Does this make sense?
Why aren't you using the rtldapimport script that ships with
RT::Extension::LDAPImport?
/opt/rt4/local/plugins/RT-Extension-LDAPImport/bin/rtldapimport --help
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
--
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466
Tel: +1-774-571-7135
US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Problems with new users
On 02/23/2012 03:07 PM, Scott Pestana wrote: It looks as though the README (as hosted on metacpan) talks about it. I can't install RT::Extension::LDAPImport yet because I've not yet set up RT's DB. The README is also included in the release tarball. You can download that and look through it before you install it. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Add user as CC to Ticket
Hey Guys, How do give someone the ability to add another user as a CC, without giving them the ability to Modify the who ticket? Christopher Lasater Technology Analyst I Taleo RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Slow Bulk Update Display Screen
Hi Guys,
I have an RT3.8.7 deployments (I know, we're still a little behind).
The system is pretty nippy, even with Tickets closing in on 3millions
in the MySQL DB.
An issue has recently cropped up where using Bulk Update on the web
interface takes extremely long to load, it's only this that is slow.
The database seems to finish with the query but it still takes an age
to render. If I perform an strace on http during the time I see plenty
of:
select(0, NULL, NULL, NULL, {1, 0}) = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
select(0, NULL, NULL, NULL, {1, 0}) = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
select(0, NULL, NULL, NULL, {1, 0}) = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
select(0, NULL, NULL, NULL, {1, 0}) = 0 (Timeout)
wait4(-1, 0x7fff037646ec, WNOHANG|WSTOPPED, NULL) = 0
The above goes on and on and on
Any thoughts on where I can snoop to find out what's going on to cause this?
Regards
Ronald
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Plugin Permissions
I have a question regarding standard permissions for plugins. I'm on RT 3.8.4. I installed the AT plugin and am not seeing the link on my Homepage. I'm looking at a diff of was added when I installed AT and am seeing this: drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/ -r--r--r-- root/staff 22 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/End drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/ -r--r--r-- root/staff 22 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/End drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/ -r--r--r-- root/staff 22 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/End drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/ -r--r--r-- root/staff 1359 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/BeforeActionList -r--r--r-- root/staff 341 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/FormStart drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/ -r--r--r-- root/staff 178 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/CreateLinks drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/ -r--r--r-- root/staff 376 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/Default drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/ drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/ -r--r--r-- root/staff 2391 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/Head drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/ -r--r--r-- root/staff12546 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged -r--r--r-- root/staff 163 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Default drwxr-s--- root/staff0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/ -r--r--r-- root/staff 888 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/NewLink -r--r--r-- root/staff 301 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/DeleteLinks -r--r--r--
