[rt-users] RT4.0.5 article creation- classes and topic nesting
Howdy, I haven't found a lot of information about creating articles under RT4.0.5 with nested topics. I've recently installed this application, so I'm also not an expert. I'm not sure if I would be better served by instead setting up a wiki, and then just linking article items instead. Here is the problem: I've created the class "Ops" for articles. This is the name of our group of staff. We are setting permissions for editing "Ops" related articles here. Also, there are other groups to be considered- this installation isn't just for "Ops". There will be other teams with their own articles. Next, I created a tree of topics. Let's say "Systems" and "Networks". Subtopics under "Systems" are "Hosts", and then other overview topics like "Backups". Under "Hosts" are going to be articles containing host specific info, like a manifest article for backupsrv01, and another article for warranty information. Then I get into article creation. I created a couple of custom fields called "Body" [wikitext] "IP Address" [ip address] and "Attachment" [one upload]. The problem I run into is that RT doesn't seem to differentiate between different topic custom fields within a class's sub-topics. I need to display IP address information for "hosts" articles, but don't need to see that field for an explanation on our backup system. Am I putting the cart before the horse for managing different article formats? It seems that the Articles feature of RT is limited to exactly one type of article format per class, regardless of how many sub-topics you have underneath that class. From my testing, I would have to create a class for every single article format type that I wish to use (host manifest, host warranty, service overview would now all be classes), which wouldn't work well with having nested topics underneath. Then, my users would have to search for general keywords, because now they would not be able to drill down nested topics easily for topic specific information. Instead of drilling down through "Ops -> Systems -> Hosts -> Warranties", they would have to know to select the class "Warranties" to browse for host warranties, or know what keywords to search for. The last two options aren't very desirable. Classes make up the root of Article topic trees, but I can't customize articles in topic sub-trees. That seems very wasteful, so I'm guessing that I'm missing something here. I looked up templates, but that seems to be related to ticket fields (see, I'm an RT novice here, really). As I've read what few docs there are for the RT4.0.5 Articles feature, I would appreciate a kind explanation on how article forms, custom fields and topic nesting are *intended* to work. At this point, I'm not sure if I need to either completely change how I am structuring articles in RT, or I if I should instead install a wiki/dms and point topic related article related items to that as links. William "Bill" Albertson Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx
Re: [rt-users] Un deleting tickets
Chris, You probably should have searched for "status=deleted" and find the ticket you wanted to bring back those (bulk update for example). With the actual DB change underneath, I'm not sure if this would actually workŠ Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | On 5/16/12 1:34 PM, "Chris Preston" wrote: >You spoke of transaction tables, what would be the name of the table. Why >would I delete it if I want to keep the transaction, do you mean to change >the status in that table also back to new or actually delete the >transactions > >-Original Message- >From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf >Of Ruslan Zakirov >Sent: Monday, April 30, 2012 9:07 AM >To: Chris Preston >Cc: rt-users@lists.bestpractical.com >Subject: Re: [rt-users] Un deleting tickets > >On Thu, Apr 26, 2012 at 20:44, Chris Preston > wrote: >> Hello all, >> >> I had set the status to deleted for thousands of records in a particular >> queue. I have now found out that we still need them. So I went into >>the >> tickets table and updated the records that were set to deleted and put >them >> to new. I also changed the date of a tickets and set it to an earlier >date. >> >> >> >> Is this all that I needed to do or what does the system actually do >>when a >> record is set to deleted. > >RT also records Status change in Transactions table. You may want to >delete those records. > > >-- >Best regards, Ruslan. >- >No virus found in this message. >Checked by AVG - www.avg.com >Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12 >
[rt-users] Problems with 4.0.5: printing some pages; emailing dashboards
Hi List
After moving from v4.0.4 to 4.0.5 (Linux server, windows browser) we
noticed the following 2 new issues:
When printing certain pages, nothing will be shown below the H1 title.
This was seen both with Firefox and IE We see the issue with "Query
Builder", "Modify the user xxx", "Modify the content of dashboard ...",
"Modify the subscription to dashboard ...", and search results which
include a chart. There does not seem to be any problem printing
dashboards and chart-free search results.
When emailing dashboards, our Lotus Notes email client is a bit upset
with the JavaScript. and issues obnoxious warnings ("jQuery is not
defined"). Long dashboards are truncated when displayed. Even if a
short dashboard is displayed correctly we cannot forward it from Lotus
Notes. Also, the dashboard lost its color. Our other mailers are plain
text, and don't seem to mind.
To be sure, these are not major issues, but are enough of a nuisance that
we may need to revert to v4.0.4.
Thanks for any suggestions, or let me know if you need more details.
Jim Berry
Re: [rt-users] Un deleting tickets
You spoke of transaction tables, what would be the name of the table. Why would I delete it if I want to keep the transaction, do you mean to change the status in that table also back to new or actually delete the transactions -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, April 30, 2012 9:07 AM To: Chris Preston Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Un deleting tickets On Thu, Apr 26, 2012 at 20:44, Chris Preston wrote: > Hello all, > > I had set the status to deleted for thousands of records in a particular > queue. I have now found out that we still need them. So I went into the > tickets table and updated the records that were set to deleted and put them > to new. I also changed the date of a tickets and set it to an earlier date. > > > > Is this all that I needed to do or what does the system actually do when a > record is set to deleted. RT also records Status change in Transactions table. You may want to delete those records. -- Best regards, Ruslan. - No virus found in this message. Checked by AVG - www.avg.com Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12
[rt-users] Don't do default actions?
If I don't want a default Scrip to run on a particular queue, is there a way to stop it? The only way I've found so far is to make a Overlay that checks the queue, and either returns 0 or calls SUPER::IsApplicable. Is that the best way? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] Getting Request Tracker to stick to HTTPS
https://en.wikipedia.org/wiki/HTTP_Strict_Transport_Security
Might be of interest, if your regular users use firefox, Chrome or Opera.
The other option:
Set up another virtual host on the apache box that only serves a redirect to
the https side.
On the proxy, direct port 80 to that one, and leave 443 pointing at the RT
instance.
If the proxy supports such, at least.
Steve Anderson
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Giles Coochey
Sent: 16 May 2012 18:05
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting Request Tracker to stick to HTTPS
On 16/05/2012 17:27, Darin Perusich wrote:
> On 05/16/2012 11:20 AM, Giles Coochey wrote:
>> How can I force RT to HTTPS?
>>
> Have you tried use mod_rewrite to rewrite the all traffic for that
> virtual host to https?
>
> Stubs of the config's for your RT virtual host. They http vhost only
> needs to have the basic's defined, the rewrite rules will push
> everything to https.
>
>
> ...
> ...
> RewriteEngine On
> RewriteCond %{SERVER_PORT} !^443$
> RewriteRule ^/(.*)https://%{SERVER_NAME}/$1 [L,R=301]
>
>
>
> ...
> ...
>
>Order allow,deny
>Allow from all
>SetHandler modperl
>PerlResponseHandler Plack::Handler::Apache2
>PerlSetVar psgi_app /usr/sbin/rt-server
>
>
>
>use Plack::Handler::Apache2;
>Plack::Handler::Apache2->preload("/usr/sbin/rt-server");
>
> ...
> ...
>
>
I can't do that, the actual RT Apache Server runs on port 80, so the
rewrite condition is always false.
The Reverse Proxy Director runs on port 8080
The Squid SSL-offload caching proxy runs on 443 & 80
So RT needed to act as if it was running on 443, but it didn't do any
SSL itself.
The problem seemed to be this setting, as mentioned by Paul.
Set($CanonicalizeRedirectURLs, 1);
Now it appears to work. If I wanted to do what you suggested I'd need to do the
equivalent in Squid config, I think.
Also, I don't mind it being available on HTTP, I just don't want it bouncing
back to HTTP if I log in with HTTPS.
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Re: [rt-users] Getting Request Tracker to stick to HTTPS
On 16/05/2012 17:27, Darin Perusich wrote:
On 05/16/2012 11:20 AM, Giles Coochey wrote:
How can I force RT to HTTPS?
Have you tried use mod_rewrite to rewrite the all traffic for that
virtual host to https?
Stubs of the config's for your RT virtual host. They http vhost only
needs to have the basic's defined, the rewrite rules will push
everything to https.
...
...
RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^/(.*)https://%{SERVER_NAME}/$1 [L,R=301]
...
...
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /usr/sbin/rt-server
use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/usr/sbin/rt-server");
...
...
I can't do that, the actual RT Apache Server runs on port 80, so the
rewrite condition is always false.
The Reverse Proxy Director runs on port 8080
The Squid SSL-offload caching proxy runs on 443 & 80
So RT needed to act as if it was running on 443, but it didn't do any
SSL itself.
The problem seemed to be this setting, as mentioned by Paul.
Set($CanonicalizeRedirectURLs, 1);
Now it appears to work. If I wanted to do what you suggested I'd need to do the
equivalent in Squid config, I think.
Also, I don't mind it being available on HTTP, I just don't want it bouncing
back to HTTP if I log in with HTTPS.
smime.p7s
Description: S/MIME Cryptographic Signature
Re: [rt-users] Getting Request Tracker to stick to HTTPS
This is how I do this. In my RT_SiteConfig.pm I have:
Set($WebBaseURL,
'https://'
. RT->Config->Get('WebDomain')
);
All traffic on my RT instance is done via HTTPS. I also have an Apache
rewrite rule in case someone navigates to HTTP instead (as users often do).
HTH,
-Matt
On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote:
> I have the following set up:
>
> Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) -->
> Apache Routing Proxy (HTTP) --> RT (HTTP)
>
> RT (v4.0.5) itself is configured for HTTPS:
>
> Set($WebDomain, 'www.domain.net');
> Set($WebPath, '/ticket');
> Set($WebPort, 443);
>
> On going to Tools --> Configuration --> System Config I see that
>
> WebBaseURL is correctly listed as https://www.domain.net
>
> So if I navigate to https://www.domain.net/ticket/
>
> and Login then next page reverts to http...
>
> What do you think I might be missing??
>
> How can I force RT to HTTPS?
>
>
Re: [rt-users] Getting Request Tracker to stick to HTTPS
On 05/16/2012 11:20 AM, Giles Coochey wrote:
>
> How can I force RT to HTTPS?
>
Have you tried use mod_rewrite to rewrite the all traffic for that
virtual host to https?
Stubs of the config's for your RT virtual host. They http vhost only
needs to have the basic's defined, the rewrite rules will push
everything to https.
...
...
RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^/(.*)https://%{SERVER_NAME}/$1 [L,R=301]
...
...
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /usr/sbin/rt-server
use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/usr/sbin/rt-server");
...
...
--
Darin Perusich
Email: darin.perus...@ctg.com
Office: 716-888-3690
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Re: [rt-users] Getting Request Tracker to stick to HTTPS
On 16/05/2012 16:26, Paul Tomblin wrote: Further reading in RT_Config suggests you may need to look at this: =item C<$CanonicalizeRedirectURLs> Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when redirecting rather than the one we get from C<%ENV>. Apache's UseCanonicalName directive changes the hostname that RT finds in C<%ENV>. You can read more about what turning it On or Off means in the documentation for your version of Apache. If you use RT behind a reverse proxy, you almost certainly want to enable this option. =cut Set($CanonicalizeRedirectURLs, 0); Thanks!!! Just tried it and that looks a lot more promising. smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Getting Request Tracker to stick to HTTPS
On 16/05/2012 16:24, Paul Tomblin wrote: In RT_Config, it looks like you shouldn't even have to specify WebBaseURL - it appears to look to see if WebPort is 443 and changes it to https accordingly. Yes, it is doing that automatically (I have not specified WebBaseURL). But it reverts me to http after logging in via https On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: I have the following set up: Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> Apache Routing Proxy (HTTP) --> RT (HTTP) RT (v4.0.5) itself is configured for HTTPS: Set($WebDomain, 'www.domain.net'); Set($WebPath, '/ticket'); Set($WebPort, 443); On going to Tools --> Configuration --> System Config I see that WebBaseURL is correctly listed as https://www.domain.net So if I navigate to https://www.domain.net/ticket/ and Login then next page reverts to http... What do you think I might be missing?? How can I force RT to HTTPS? smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Getting Request Tracker to stick to HTTPS
Further reading in RT_Config suggests you may need to look at this: =item C<$CanonicalizeRedirectURLs> Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when redirecting rather than the one we get from C<%ENV>. Apache's UseCanonicalName directive changes the hostname that RT finds in C<%ENV>. You can read more about what turning it On or Off means in the documentation for your version of Apache. If you use RT behind a reverse proxy, you almost certainly want to enable this option. =cut Set($CanonicalizeRedirectURLs, 0); On Wed, May 16, 2012 at 11:24 AM, Paul Tomblin wrote: > In RT_Config, it looks like you shouldn't even have to specify > WebBaseURL - it appears to look to see if WebPort is 443 and changes > it to https accordingly. > > > On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: >> I have the following set up: >> >> Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> >> Apache Routing Proxy (HTTP) --> RT (HTTP) >> >> RT (v4.0.5) itself is configured for HTTPS: >> >> Set($WebDomain, 'www.domain.net'); >> Set($WebPath, '/ticket'); >> Set($WebPort, 443); >> >> On going to Tools --> Configuration --> System Config I see that >> >> WebBaseURL is correctly listed as https://www.domain.net >> >> So if I navigate to https://www.domain.net/ticket/ >> >> and Login then next page reverts to http... >> >> What do you think I might be missing?? >> >> How can I force RT to HTTPS? >> > > > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] Getting Request Tracker to stick to HTTPS
In RT_Config, it looks like you shouldn't even have to specify WebBaseURL - it appears to look to see if WebPort is 443 and changes it to https accordingly. On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: > I have the following set up: > > Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> > Apache Routing Proxy (HTTP) --> RT (HTTP) > > RT (v4.0.5) itself is configured for HTTPS: > > Set($WebDomain, 'www.domain.net'); > Set($WebPath, '/ticket'); > Set($WebPort, 443); > > On going to Tools --> Configuration --> System Config I see that > > WebBaseURL is correctly listed as https://www.domain.net > > So if I navigate to https://www.domain.net/ticket/ > > and Login then next page reverts to http... > > What do you think I might be missing?? > > How can I force RT to HTTPS? > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
[rt-users] Getting Request Tracker to stick to HTTPS
I have the following set up: Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> Apache Routing Proxy (HTTP) --> RT (HTTP) RT (v4.0.5) itself is configured for HTTPS: Set($WebDomain, 'www.domain.net'); Set($WebPath, '/ticket'); Set($WebPort, 443); On going to Tools --> Configuration --> System Config I see that WebBaseURL is correctly listed as https://www.domain.net So if I navigate to https://www.domain.net/ticket/ and Login then next page reverts to http... What do you think I might be missing?? How can I force RT to HTTPS? smime.p7s Description: S/MIME Cryptographic Signature
[rt-users] Actions + Templates
Can I build a string in an Action and access it somehow in the template? Can the template call a sub or access a variable from the Action? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
