[rt-users] RT 3.8.8 - ParseNewMessageForTicketCcs RTAddressRegexp issue
I had a quick scan back through the message-archive, but couldn't find anything that answers this issue fully: Have tried to get RT parsing new inbound emails and adding any CC'd addresses as TicketCC entries (excluding the queue address itself) working properly, to save time on manually adding CC'd addresses to each ticket, when required, but am having a few issues with getting it working properly. The parsing part seems to work OK, in that any new tickets emailed into a queue have the CC'd addresses added to the TicketCC field of the ticket. However, despite adding an RTAddressRegexp entry for the queue I was sending a ticket into (I tried it with regex and with the exact email-address of the queue), it still added the queue-address as a CC. Is there any extra config that needs to be added, to get this working properly, as I only had the ParseNewMessageForTicketCcs flag enabled, and then a few RTAddressRegexp entries to cover all of the RT queues? Regards, -- Dan Baines Systems Administrator Zen Internet -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020
Re: [rt-users] Create a scrip in RT 4
I installed the module you listed below according to the instructions on the cpan page. I'm getting this error on my browser now... mkdir /opt/rt4/var/mason_data/obj/3540243414: Permission denied at /usr/local/share/perl5/HTML/Mason/Compiler/ToObject.pm line 107 Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 22, 2012 4:43 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Thu, Mar 22, 2012 at 08:58:57PM +, Howell, Van wrote: I am very new to RT, We are running on RT 4.0.5 I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working great. All of my OpenNMS notifications are created in a single queue called NMS. I want to be able to redirect those tickets to different queues based on the subject line. I have no Idea what I am doing. Could someone help me with some sample code and how to implement it in RT4? Say for instance I receive a ticket from OpenNMS with the subject line that contains the words Paper Jam I want this to go to my queue called Printer/Copier/Scannner I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin
Re: [rt-users] Create a scrip in RT 4
Never mind, I checked the owner, obj was set to root. I changed it to apache and it works. Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Howell, Van Sent: Friday, March 23, 2012 9:03 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 I installed the module you listed below according to the instructions on the cpan page. I'm getting this error on my browser now... mkdir /opt/rt4/var/mason_data/obj/3540243414: Permission denied at /usr/local/share/perl5/HTML/Mason/Compiler/ToObject.pm line 107 Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 22, 2012 4:43 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Thu, Mar 22, 2012 at 08:58:57PM +, Howell, Van wrote: I am very new to RT, We are running on RT 4.0.5 I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working great. All of my OpenNMS notifications are created in a single queue called NMS. I want to be able to redirect those tickets to different queues based on the subject line. I have no Idea what I am doing. Could someone help me with some sample code and how to implement it in RT4? Say for instance I receive a ticket from OpenNMS with the subject line that contains the words Paper Jam I want this to go to my queue called Printer/Copier/Scannner I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin
Re: [rt-users] Create a scrip in RT 4
Let me see if I understand how this custom action works. Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By Subjec/Lib/RT/Action/MoveQueueBySubject.pm Changing ... Set(@MoveQueueBySubjectConditions, '^begin', 'Start', 'end$', 'Finale', ); To look for the string I want, like... Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i); I set the variable $queue to the queue I want it to go to? My $queue = 'Printer/Copier/Scanner' Or the queue number... My $queue = 6 Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 22, 2012 4:43 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Thu, Mar 22, 2012 at 08:58:57PM +, Howell, Van wrote: I am very new to RT, We are running on RT 4.0.5 I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working great. All of my OpenNMS notifications are created in a single queue called NMS. I want to be able to redirect those tickets to different queues based on the subject line. I have no Idea what I am doing. Could someone help me with some sample code and how to implement it in RT4? Say for instance I receive a ticket from OpenNMS with the subject line that contains the words Paper Jam I want this to go to my queue called Printer/Copier/Scannner I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin
Re: [rt-users] Change Ticket Creation form for only one queue
Thanks for the reply. I now have a custom CreateAlt.html form I want RT to use instead of Create.html for one particular queue. I can see code in share/html/Elements/CreateTicket which selects the form to use when 'New Ticket in' queue is triggered. I have copied CreateTicket into local/html/Elements. I think this will make it be used rather than the original version in share. I assume I need a check in here to look at the ID of the queue and change the Create form to be used. If this is possible what would this code look like? I have made it (for now) try and use CreateAlt.html. I have my CreateAlt.html in local/html/Ticket. Does this seem right so far? I've restarted my webserver (clearing my Mason cache as well) and my changes don't appear to have any effect. The original Create.html is always used. Is this the easiest way to do this? Would using a callback be easier? I couldn't find the callback I need to use to change the Create.html being used. I spoke to my collegues about a standalone form using the REST interface but this suggestion has been rejected. Thanks, Paul From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] on behalf of Kevin Falcone [falc...@bestpractical.com] Sent: 13 March 2012 15:29 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Change Ticket Creation form for only one queue On Tue, Mar 13, 2012 at 10:31:34AM +, Renney, Paul wrote: I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify Ticket forms for one particular queue. Care must be taken not to change any of the forms for other queues, and only these forms must be changed. As well as the colour and font on the forms, there needs to be some bespoke Javascript to guide the user input into certain fields, bespoke placements of fields into different sections which become active at certain points and others. Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these changes for all queues by changing Create.html, and I've looked into doing it with a custom theme. I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's a suggestion how to do it' answer. We are using RT version 4.0.5. You can do it by clobbering Create.html and adding Queue checks, but that'll be an upgrade nightmare. I'd probably build my own custom form for those queues that submits tickets into RT, and keeps all the display logic separate. -kevin Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.
Re: [rt-users] Create a scrip in RT 4
On Fri, Mar 23, 2012 at 03:01:20PM +, Howell, Van wrote: Let me see if I understand how this custom action works. Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By Subjec/Lib/RT/Action/MoveQueueBySubject.pm No, do not edit that file. Changing ... Set(@MoveQueueBySubjectConditions, '^begin', 'Start', 'end$', 'Finale', ); This is from the documentation, so changing it would never affect anything anyway. Also from the documentation: It is a list of regular expressions and queues. So looking back up at the example you quote, if the subject starts with begin, put this in the Start queue, if the subject ends with end, put it in the Finale queue. To look for the string I want, like... Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i); I set the variable $queue to the queue I want it to go to? My $queue = 'Printer/Copier/Scanner' Or the queue number... My $queue = 6 A few things. The operator is qr// not gr//, but you don't use qr here, you just use a string, like the docs show. You put a simple regular expression in there and then put the queue name next. If it makes it easier for you to read, you can even write: Set( @MoveQueueBySubjectConditions, 'Paper Jam' = 'Printer/Copier/Scanner' ); If you need to be case insensitive, see the note in the docs about how to do that. -kevin pgpFbuPK78Jhc.pgp Description: PGP signature
Re: [rt-users] Create a scrip in RT 4
Where do I put this statement Set( @MoveQueueBySubjectConditions, 'Paper Jam' = 'Printer/Copier/Scanner' ); Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 23, 2012 10:33 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Fri, Mar 23, 2012 at 03:01:20PM +, Howell, Van wrote: Let me see if I understand how this custom action works. Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By Subjec/Lib/RT/Action/MoveQueueBySubject.pm No, do not edit that file. Changing ... Set(@MoveQueueBySubjectConditions, '^begin', 'Start', 'end$', 'Finale', ); This is from the documentation, so changing it would never affect anything anyway. Also from the documentation: It is a list of regular expressions and queues. So looking back up at the example you quote, if the subject starts with begin, put this in the Start queue, if the subject ends with end, put it in the Finale queue. To look for the string I want, like... Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i); I set the variable $queue to the queue I want it to go to? My $queue = 'Printer/Copier/Scanner' Or the queue number... My $queue = 6 A few things. The operator is qr// not gr//, but you don't use qr here, you just use a string, like the docs show. You put a simple regular expression in there and then put the queue name next. If it makes it easier for you to read, you can even write: Set( @MoveQueueBySubjectConditions, 'Paper Jam' = 'Printer/Copier/Scanner' ); If you need to be case insensitive, see the note in the docs about how to do that. -kevin
[rt-users] data file syntax for rt-setup-database ?
I'm trying to script (or fully specify) a workflow using an
'initialdata'-like file that will be loaded into RT via
'rt-setup-database --action insert'.
Looks something like this:
@Queues = (
{ Name= 'MyQueue',
Description = 'Queue for my special workflow',
},
);
@Groups = (
{ Name= 'MyQueueAdmins',
Description = 'Admins for my special queue',
Domain = 'UserDefined',
},
{ Name= 'MyQueueWorkers',
Description = 'Workers who will solve tickets from my queue',
Domain = 'UserDefined',
},
);
@ACL = (
{ GroupDomain = 'SystemInternal',
Queue = 'MyQueue',
GroupType = 'Everyone',
Right = 'CreateTicket',
},
...
{ GroupDomain = 'UserDefined',
Queue = 'MyQueue',
GroupId = 'MyQueueAdmins',
Right = 'CommentOnTicket',
},
...
);
Is there any way to specify that the MyQueueAdmins group should be
an AdminCc watcher for MyQueue ? I.e., can I automate the following
list of steps:
Configuration - Queues - MyQueue - Watchers -
Find MyQueueAdmin group
select AdminCc role for MyQueueAdmin group
Save Changes
Also, can I specify existing privileged user names I'd like to be
members of any of my groups using this method ?
Thanks,
--Gabriel
Re: [rt-users] Create a scrip in RT 4
I think I figured it out. The statement goes in the RT_SiteConfig file. I'm a bit brain-dead today. Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Howell, Van Sent: Friday, March 23, 2012 11:00 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 Where do I put this statement Set( @MoveQueueBySubjectConditions, 'Paper Jam' = 'Printer/Copier/Scanner' ); Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 23, 2012 10:33 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Fri, Mar 23, 2012 at 03:01:20PM +, Howell, Van wrote: Let me see if I understand how this custom action works. Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By Subjec/Lib/RT/Action/MoveQueueBySubject.pm No, do not edit that file. Changing ... Set(@MoveQueueBySubjectConditions, '^begin', 'Start', 'end$', 'Finale', ); This is from the documentation, so changing it would never affect anything anyway. Also from the documentation: It is a list of regular expressions and queues. So looking back up at the example you quote, if the subject starts with begin, put this in the Start queue, if the subject ends with end, put it in the Finale queue. To look for the string I want, like... Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i); I set the variable $queue to the queue I want it to go to? My $queue = 'Printer/Copier/Scanner' Or the queue number... My $queue = 6 A few things. The operator is qr// not gr//, but you don't use qr here, you just use a string, like the docs show. You put a simple regular expression in there and then put the queue name next. If it makes it easier for you to read, you can even write: Set( @MoveQueueBySubjectConditions, 'Paper Jam' = 'Printer/Copier/Scanner' ); If you need to be case insensitive, see the note in the docs about how to do that. -kevin
[rt-users] RT 4.0.5 fulltext errors
Good afternoon,
We have just install 4.0.5 in a test environment and migrated our data from
3.8.7. The system was working with 4.0.4 with the same configuration before
our dev server crashed. The system seems to be working well until we attempt to
do a full text search. Sphinx is enabled in mysql and the indexer has ran
successfully. I can do a basic simple search without any problems but when I
do a fulltext search (fulltext: test) mysql restarts and I get the error below.
Has anyone encountered this issue?
Mar 23 11:14:26 libk RT: _DoSearch is not so successful as it still needs redo
search, won't call _BuildAccessTable
(/apps/rtdev/sbin/../lib/RT/Attributes.pm:85)
Mar 23 11:14:26 libk RT: DBD::mysql::st execute failed: MySQL server has gone
away at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 587.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:587)
Mar 23 11:14:26 libk RT: RT::Handle=HASH(0xd146ca0) couldn't execute the query
'SELECT main.* FROM Attributes main WHERE (main.ObjectType = 'RT::System') AND
(main.ObjectId = 1) ORDER BY main.id ASC ' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 600
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xd146ca0)', 'SELECT
main.* FROM Attributes main WHERE (main.ObjectType = ...') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 235
DBIx::SearchBuilder::_DoSearch('RT::Attributes=HASH(0xd4dd120)') called at
/apps/rtdev/sbin/../lib/RT/SearchBuilder.pm line 320
RT::SearchBuilder::_DoSearch('RT::Attributes=HASH(0xd4dd120)') called at
/apps/rtdev/sbin/../lib/RT/Attributes.pm line 81
RT::Attributes::_DoSearch('RT::Attributes=HASH(0xd4dd120)') called at
/apps/rtdev/sbin/../lib/RT/Attributes.pm line 106
RT::Attributes::_AttrHash('RT::Attributes=HASH(0xd4dd120)') called at
/apps/rtdev/sbin/../lib/RT/Attributes.pm line 137
RT::Attributes::Named('RT::Attributes=HAS
Mar 23 11:14:26 libk RT: _DoSearch is not so successful as it still needs redo
search, won't call _BuildAccessTable
(/apps/rtdev/sbin/../lib/RT/Attributes.pm:85)
Mar 23 11:14:26 libk RT: DBD::mysql::st execute failed: MySQL server has gone
away at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 587.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:587)
Mar 23 11:14:26 libk RT: RT::Handle=HASH(0xd146ca0) couldn't execute the query
'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions
Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND (
Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON (
Attachments_2.TransactionId = Transactions_1.id ) JOIN attachmentsindex
attachmentsindex_3 ON ( attachmentsindex_3.id = Attachments_2.id ) WHERE
(main.Status != 'deleted') AND ( ( ( attachmentsindex_3.query =
'test;limit=1;maxmatches=1' ) ) AND ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id) ' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 600
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xd146ca0)', 'SELECT
COUNT(DISTINCT main.id) FROM Tickets main JOIN Transac...') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 291
DBIx::SearchBuilder::_DoCount('RT::Tickets=HASH(0x
Mar 23 11:14:26 libk RT: DBD::mysql::st execute failed: MySQL server has gone
away at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 587.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:587)
Mar 23 11:14:26 libk RT: RT::Handle=HASH(0xd146ca0) couldn't execute the query
'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?'
at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 600
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xd146ca0)', 'SELECT
* FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1',
'RT::User', 205) called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1206
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0xd6b3e20)',
'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...',
'Pref-RT::System-1', 'RT::User', 205) called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1125
DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0xd6b3e20)',
'Name', 'Pref-RT::System-1', 'ObjectId', 205, 'ObjectType', 'RT::User') called
at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line
120 DBIx::SearchBuilder::Record::Cachable:
Mar 23 11:14:26 libk RT: DBD::mysql::st execute failed: MySQL server has gone
away at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.
(/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm:67)
Mar 23 11:14:26 libk RT: DBD::mysql::st execute failed: MySQL server has gone
away at
Re: [rt-users] RT 4.0.5 fulltext errors
On Fri, Mar 23, 2012 at 12:51:35PM -0500, Poulter, Dale wrote: We have just install 4.0.5 in a test environment and migrated our data from 3.8.7. The system was working with 4.0.4 with the same configuration before our dev server crashed. The system seems to be working well until we attempt to do a full text search. Sphinx is enabled in mysql and the indexer has ran successfully. I can do a basic simple search without any problems but when I do a fulltext search (fulltext: test) mysql restarts and I get the error below. Has anyone encountered this issue? What's in the mysql error log? RT is just reporting that there was an error, mysql will be able to tell you what's really going on. Also, what happens when you try to select from your AttachmentsIndex table manually? -kevin pgp9tB7Yr4Lja.pgp Description: PGP signature
Re: [rt-users] RT 4.0.5 fulltext errors
Nothing is appearing in the mysql error log. When I go into mysql the AttachmentsIndex is empty -- although the indexing appeared to succeed. indexing index 'rt'... WARNING: Attribute count is 0: switching to none docinfo collected 110222 docs, 96.0 MB sorted 14.9 Mhits, 100.0% done total 110222 docs, 95954943 bytes total 48.936 sec, 1960788 bytes/sec, 2252.32 docs/sec total 12 reads, 0.046 sec, 3133.3 kb/call avg, 3.8 msec/call avg total 95 writes, 0.322 sec, 940.1 kb/call avg, 3.3 msec/call avg -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 23, 2012 1:37 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 4.0.5 fulltext errors On Fri, Mar 23, 2012 at 12:51:35PM -0500, Poulter, Dale wrote: We have just install 4.0.5 in a test environment and migrated our data from 3.8.7. The system was working with 4.0.4 with the same configuration before our dev server crashed. The system seems to be working well until we attempt to do a full text search. Sphinx is enabled in mysql and the indexer has ran successfully. I can do a basic simple search without any problems but when I do a fulltext search (fulltext: test) mysql restarts and I get the error below. Has anyone encountered this issue? What's in the mysql error log? RT is just reporting that there was an error, mysql will be able to tell you what's really going on. Also, what happens when you try to select from your AttachmentsIndex table manually? -kevin
Re: [rt-users] Improvement suggestions
Hi Cris, I absolutely agree with you. Lot of our users asked for this feature, that's why I do the following: - give an ERROR: prefix in the language file to every result line with type error - modify /Elements/ListActions to place these error lines in a results-error class div - in the css make results-error div red It's not so nice but it works. I think a standard solution for this would be better... -- Bekeny On Thu, Feb 2, 2012 at 10:41 AM, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Hi all, I have a few problems that, if solved, I think may enhance the quality of RT. 1) RT displays a lot of notification messages through a pale yellow message box on top of the ticket page. Everything is displayed the same way regardless of nature (info, error, etc.). I think that it would be good to separate this messages at least into two categories: info (usual pale yellow box) and error (pale red box). Presently, since you cannot easily tell the difference, it happens quite often that one operator tries to take a ticket just half a second another operator took it, gets an error box, thinks it is the usual confirmation box, and starts working on the ticket. Sometimes he even does not realize he is doing duplicate work until he tries to resolve! 2) Beginning users of RT often fall into this error: click resolve on top of the ticket, write some message, then click resolve again instead of clicking on update ticket at the bottom. Why does resolve still show on top of the ticket when you're resolving? Is it possible to remove it? I think it doesn't belongs there. 3) Custom field of type check multiple values (check-box) could be ticked directly from the display page of a ticket instead of having to go into the modify page. It would help streamlining the work on tickets. Just a few thoughts. Thank you Cris p.s. We are using RT 3.8.10 and testing 4.02. Both have the mentioned problems. -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Buildind rt4 while logged in as an AD user
I'm doing a first build of 4.0.5 on a Suse 11.3 machine which is configured to authenticate Linux users against our AD domain controllers. At the beginning of make testdeps, I see this: users: rt group (GETMOTIVATEDdomain) ...MISSING bin owner (GETMOTIVATEDjay.ashworth) ...MISSING libs owner (GETMOTIVATEDjay.ashworth) ...MISSING libs group (GETMOTIVATEDdomain) ...MISSING web owner (GETMOTIVATEDjay.ashworth) ...MISSING web group (GETMOTIVATEDdomain) ...MISSING Those aren't the users I told ./configure to use for those things, but I also note that they're missing the expected backslash separator in the username. I'm not sure if those are related, and I'm also not sure if the rt build has been tested in an environment where the usernames are Windows'y. Can anyone speak to either point? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] Fetching custom field id by a non-unique name
Kevin, Make a custom fields collection, LimitToLookupType and also use Limit to limit on the Name. Call CustomFields on a Ticket or User object and then Limit that collection to a particular name. Somehow I was perceiving using RT::CustomFields as not very efficient way to do it. I was afraid it would be scanning all fields, but I can now see that the filters there can work pretty well even on the SQL layer. Thanks. Maciek
Re: [rt-users] Buildind rt4 while logged in as an AD user
On Fri, Mar 23, 2012 at 04:43:53PM -0400, Jay Ashworth wrote: I'm doing a first build of 4.0.5 on a Suse 11.3 machine which is configured to authenticate Linux users against our AD domain controllers. At the beginning of make testdeps, I see this: users: rt group (GETMOTIVATEDdomain) ...MISSING bin owner (GETMOTIVATEDjay.ashworth) ...MISSING libs owner (GETMOTIVATEDjay.ashworth) ...MISSING libs group (GETMOTIVATEDdomain) ...MISSING web owner (GETMOTIVATEDjay.ashworth) ...MISSING web group (GETMOTIVATEDdomain) ...MISSING Those aren't the users I told ./configure to use for those things, but I also note that they're missing the expected backslash separator in the username. I'm not sure if those are related, and I'm also not sure if the rt build has been tested in an environment where the usernames are Windows'y. Please show your configure line. -kevin pgpPR20Tt01xy.pgp Description: PGP signature
[rt-users] RT CLI + SLA 0.0.5 = dosen't works Bussiness Hours
Hi!
I'm using the client rt in / opt/rt4/bin / which works properly,
version request for tracker is 4.0.5, I'm using RT :: Extension :: SLA
version 0.05.
My problem is that when I create a ticket via website, SLA works with
the Business Hours, but when I try to do the same task from the shell
i've observed that the times are calculated as rt customer apparently
thought that the due date is in GMT and does not respect the Server
Timezone.
As you can see in the Screenshot, the ticket was:
-create Mar 23 03:39:55 2012
-started Mar 23 06:39:55 2012 (here the correct was Mar 23 08:30:00 2012)
-due date Abr 06 08:30:00
The RT client invokation was:
./rt create -t ticket set queue='Certificacion' subject=un ejemplo
text=bla bla
My Timezone is Chile/Continental, it's configurated inside RT_SiteConfig.
Set($Timezone, Chile/Continental);
My SLA and Bussiness Hours are:
et(%ServiceAgreements, (
Default = '12',
QueueDefault = {
'Administracion de sistemas' = '18',
'Asistencia tecnologica' = '18',
'Certificacion' = '90',
'Consultas' = '18',
'Induccion' = '12',
'Organizacion de eventos presenciales' = '18',
'Organizacion de eventos virtuales' = '18',
'Planes de formacion' = '18',
'Reclamos' = '18',
'Reportes de gestion' = '18',
'Sugerencias' = '18'
},
Levels = {
'12' = {
BusinessHours = 'Horario Soporte',
StartImmediately = 0,
Resolve = { BusinessMinutes = 60*12 },
},
'18' = {
BusinessHours = 'Horario Soporte',
StartImmediately = 0,
Resolve = { BusinessMinutes = 60*18 },
},
'90' = {
BusinessHours = 'Horario Soporte',
StartImmediately = 0,
Resolve = { BusinessMinutes = 60*90 },
},
},
)
);
%RT::ServiceBusinessHours = (
'Horario Soporte' = {
1 = { Name = 'Lunes', Start = '8:30', End = '18:00' },
2 = { Name = 'Martes', Start = '8:30', End = '18:00' },
3 = { Name = 'Miercoles', Start = '8:30', End = '18:00' },
4 = { Name = 'Jueves', Start = '8:30', End = '18:00' },
5 = { Name = 'Viernes', Start = '8:30', End = '15:30' },
},
);
It's a Bug? from SLA or RT Cli or i need some tip for to works?
Thanks in advance!
-Pablo
attachment: Captura de pantalla 2012-03-23 a las 6.07.44 PM.png
Re: [rt-users] Buildind rt4 while logged in as an AD user
- Original Message - From: Kevin Falcone falc...@bestpractical.com Please show your configure line. Sorry: GETMOTIVATED\jay.ashworth@gmtpa-xen0:/appl/rt-4.0.5 cat ./build ./configure \ --prefix=/appl/rt405 \ --enable-graphviz \ --enable-gd \ --enable-ssl-mailgate \ --with-web-handler=modperl2 \ --with-db-type=mysql \ --with-db-dba=root \ --with-db-database=rt4_test \ --with-db-rt-user=rt_user \ --with-db-rt-pass=rt_pass \ --with-web-user=wwwrun \ --with-web-group=www \ --with-rt-group=rt \ --with-my-user-group And I additionally get a zillion errors like: Email::Address ...MISSING Can't locate Email/Address.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.12.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.12.1 /usr/lib/perl5/vendor_perl/5.12.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.12.1 /usr/lib/perl5/5.12.1/i586-linux-thread-multi /usr/lib/perl5/5.12.1 /appl/rt-4.0.5) Followed at the end by: make: *** [testdeps] Error 1 when I run make testdeps. It's clear I don't have all the perl I should, but I thought that was testdeps' job to tell me. :-) Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
Re: [rt-users] ExternalAuth to active directory over SSL
In case anyone is following this thread... I noticed in the notes that when you enable SSL/TLS, it invokes NET::SSLeay. Didn't appear to be installed. I installed via cpan... and now Apache seg faults when I try to start it. It's seg faulting on: Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); If I comment that line out, apache will start, but it doesn't do anything (500 server errors). I've seen some posts about this on the list, but nothing that solved my issue. I tried upgrading all my cpan pm's and yum update (I'm running CentOS) everything to see if that helped... no go. So I'm dead in the water now. Thankfully, this is my test/play system, so my prod system is still running, but unless someone here has a solution, I'm looking at a fresh reload of everything and starting over from scratch... From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brent Wiese Sent: Wednesday, March 21, 2012 2:11 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth to active directory over SSL I answered part of my question... I can successfully ldapsearch now. I added TLS_CACERT /etc/pki/tls/certs/ca-bundle.crt To /etc/openldap/ldap.conf. But RT is still failing. If I set: 'tls' = 1, 'ssl_version' = 3, 'net_ldap_args' = [ version = 3, port = 636, debug = 8 ], I get: [Wed Mar 21 21:05:14 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_SERVER_DOWN 81 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) If I change to this: 'tls' = 0, 'ssl_version' = 3, 'net_ldap_args' = [ version = 3, port = 636, debug = 8 ], I get: [Wed Mar 21 21:09:27 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) So I'm further, but still stuck. From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brent Wiese Sent: Wednesday, March 21, 2012 12:23 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] ExternalAuth to active directory over SSL I have ExternalAuth working fine over regular LDAP. But I need to run it over LDAPS for security reasons. We use an internal CA for our certs. I've added it to /etc/pki/tls/certs/ca-bundle.crt (which looks to be linked to /etc/ssl/certs/ca-bundle.crt) This runs successfully (used to error before I added the CA certs to the bundle): openssl s_client -connect dc.mydomain.local:636 -CApath /etc/ssl/certs I've also verified the cert/cert chain: openssl verify -CAfile /etc/ssl/certs/ca-bundle.crt dc.mydomain.local.pem dc.mydomain.local.pem: OK However, this errors out with a bad cert error (shortened -D, but it's the same string that works when using LDAP and ldapsearch over regular ldap works fine): ldapsearch -d 2 -LLL -v -x -H ldaps:// dc.mydomain.local:636 -b 'DC=mydomain,DC=local' -D 'CN=Apache,OU...,DC= mydomain,DC=local' -w '**pass**' '(sn=smith)' cn sn Results (snipped hex code): ldap_initialize( ldaps://dc.mydomain.local:636/??base ) tls_write: want=60, written=60 tls_read: want=3, got=3 tls_read: want=2, got=2 tls_read: want=2724, got=2724 TLS: certificate [CN= dc.mydomain.local] is not valid - error -8179:Unknown code ___f 13. tls_write: want=7, written=7 TLS: error: connect - force handshake failure: errno 21 - moznss error -8179 TLS: can't connect: TLS error -8179:Unknown code ___f 13. ldap_sasl_bind(SIMPLE): Can't contact LDAP server (-1) Running LDP.exe on the domain controllers running in SSL mode works fine. RT's log gives the following: [Wed Mar 21 19:04:41 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) So I'm guessing it's probably getting that same is not valid error... but why? I've googled for hours looking for anything beyond making sure the CA cert was in the bundle. Does ldapsearch/RT externalAuth use a different CA bundle than /etc/pki/tls/certs/ca-bundle.crt (or the linked /etc/ssl/certs/ca-bundle.crt)? Any idea what I'm missing? Running centos 6 and openssl -1.0.0-20.el6_2.2.x86_64 (latest in yum repo... same thing when I ran 1.0.0-10 too). Brent
Re: [rt-users] RT 3.8.8 - ParseNewMessageForTicketCcs RTAddressRegexp issue
On 03/23/2012 07:59 AM, Dan Baines wrote: Is there any extra config that needs to be added, to get this working properly, as I only had the ParseNewMessageForTicketCcs flag enabled, and then a few RTAddressRegexp entries to cover all of the RT queues? Nope. I suspect your RTAddressRegexp isn't actually matching the queue address. Please show us your config. Thomas
[rt-users] Debian/Ubuntu rt-setup-database doesn´t work
Hi Again. I have two installations, one with Ubuntu Server 11.10 and another with Debian Wheezy. With RT4 installed trought apt-get Both installations give me the same error. # ./rt-setup-database-4 Dont return the options of this command. I get the PERL code that use this command. Perhaps i forget some packet to install... Any help? -- Un saludo. Juanjo Corral
Re: [rt-users] Debian/Ubuntu rt-setup-database doesn´t work
Install PERL-DOC packages and works. Sorry. El 24 de marzo de 2012 00:16, Juanjo juanji...@gmail.com escribió: Hi Again. I have two installations, one with Ubuntu Server 11.10 and another with Debian Wheezy. With RT4 installed trought apt-get Both installations give me the same error. # ./rt-setup-database-4 Dont return the options of this command. I get the PERL code that use this command. Perhaps i forget some packet to install... Any help? -- Un saludo. Juanjo Corral -- Un saludo. Juanjo Corral
Re: [rt-users] ExternalAuth to active directory over SSL
On Fri, 2012-03-23 at 15:05 -0700, Brent Wiese wrote: I noticed in the notes that when you enable SSL/TLS, it invokes NET::SSLeay. This is why RT::Authen::ExternalAuth prompts about SSL LDAP Connections when you run `perl Makefile.PL`. Didn’t appear to be installed. I installed via cpan… and now Apache seg faults when I try to start it. It’s seg faulting on: This generally means that you're running mod_perl, and Net::SSLeay is disagreeing with something else in the system (be it Apache, or your database handle) which also wants to load the SSL libraries -- and the libraries are ending up in an inconsistent state. As a first step, try disabling Apache's SSL, or switching from mod_perl to mod_fcgid or mod_fastcgi, and see if it helps. - Alex
