[rt-users] [SLA Extension] Can I 'parked' stalled tickets?
Hi all,
I've been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.
We're using some simple SLA rules - no respond or keepinloop rules, just
resolve rules. Generally, all tickets should be resolved within x Days from
ticket creation.
Eg;
'Normal' => {
Resolve => { BusinessMinutes => 60*8*5,
IgnoreOnStatuses => ['stalled'] }, # Within 5 Working Days
},
We're using Business:Hours to make sure weekend and public holidays aren't
counted.
Jobs start at Priority 0 and via an hourly LinearEscalate Cron job, escalate
to Priority 100 the closer they get to the due date. So a job with a 5 working
day SLA will be at Priority 40 after 2 business days.
Now - as a basic setup, it's all working nicely. (And I'd like to say - I love
the program!)
There's just ONE thing not working the way we'd like and I suspect I've missed
something, so I'd appreciate a second opinion.
You'll notice we've got "IgnoreOnStatuses => ['stalled']" in there. If we make
a job and stall it, the priority does NOT advance. All good so far.
However when the job is changed from stalled back to open, it doesn't punch the
Due Date out according to the time it was stalled. So - a job is due 5 days
after it's created. If we stall the job after 4 hours, the priority will freeze
at 10. If we change the job back to "open" 2 days later, the due date remains
unchanged and the job will still be due in another 2.5 days. Next time the
LinearEscalate cron job runs, the Priority jumps right up to 50.
What we WANT it to do, is - when we un-stall the job 2 days later, we want RT
to automatically extend the Due Date by the same amount of time it was stalled
- in this case, 2 days.
Any thoughts? What've I missed?
--
= Dave Fitches =
.,--__|\.. David Fitches - Security Software Admin
/ |. University of Melbourne - Access Control
\_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
..v... * E-mail :
dfitc...@unimelb.edu.aumailto:dfitc...@unimelb.edu.au>
.. University of Melbourne, Victoria, Australia
___
Re: [rt-users] Configuring apache for RT 4.0
I've just solved this for myself - the issue was my basic misunderstanding of apache vhosts directives. FWIW, I just needed to put the directives inside of my (already existing) *:443 vhost instead of trying to give RT it's own vhost. chrisokelly wrote: > > Hi guys, I've just downloaded the current version of RT 4.0 and am trying > to install it. > > I had some trouble fixing the dependencies, however updating CPAN build > sorted them. I have been able to initialize the DB no problem and I have > set up the RT_SiteConfig file. > > I believe my issue is affected by the fact that we run other services on > this same version of apache. > > I have set up my vhosts file in apache with the following: > # Tell FastCGI to put its temporary files somewhere sane; this may > # be necessary if your distribution doesn't already set it > #FastCgiIpcDir /tmp > > FastCgiServer /var/www/ithelp/sbin/rt-server.fcgi -processes 5 > -idle-timeout 300 > > > ### Optional apache logs for RT > # Ensure that your log rotation scripts know about these files > # ErrorLog /opt/rt4/var/log/apache2.error > #TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > Alias /ithelp/NoAuth/images/ > /var/www/ithelp/share/html/NoAuth/images/ > ScriptAlias /ithelp /var/www/ithelp/sbin/rt-server.fcgi/ > > #DocumentRoot "/var/www/ithelp/share/html/" > > Order allow,deny > Allow from all > > Options +ExecCGI > AddHandler fastcgi-script fcgi > > > > in the same file exists 2 other vhosts - one is at *:80 and is a redirect > to port 443 (to force SSL), the other in on 443 and mainly used for an > installation of moodle. The *:443 host also includes mod_jk config for > Alfresco (a CMS running in Tomcat, also on this server.) > > When I start (or restart) apache, I see in /var/log/apache2/error.log: > [Thu Aug 23 16:43:17 2012] [notice] FastCGI: process manager initialized > (pid 2391) > [Thu Aug 23 16:43:17 2012] [warn] FastCGI: server > "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2392) > [Thu Aug 23 16:43:17 2012] [notice] Apache/2.2.14 (Ubuntu) > mod_fastcgi/2.4.6 mod_jk/1.2.28 PHP/5.3.2-1ubuntu4.17 with Suhosin-Patch > mod_ssl/2.2.14 OpenSSL/0.9.8k configured -- resuming normal operations > [Thu Aug 23 16:43:18 2012] [warn] FastCGI: server > "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2399) > [Thu Aug 23 16:43:19 2012] [warn] FastCGI: server > "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2400) > [Thu Aug 23 16:43:20 2012] [warn] FastCGI: server > "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2402) > [Thu Aug 23 16:43:21 2012] [warn] FastCGI: server > "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2403) > > TBH I'm not sure why those are warning... the server starting seems like > just what I want. However when I browse to the address I get a page with > "Index of /ithelp". I can browse to > docs.ourcompany.com/ithelp/share/html/index.html but just see a page that > I haven't yet set up the web server and I am Almost there. > > I'll post some more environment info below, but basically I am stuck here. > I have tried many different values for the virtualhost, > docs.ourcompany.com, docs.ourcompany.com/ithelp, /ithelp, */ithelp, *, but > get the same every time (and yep, I am restarting apache in between). Does > anyone know what I am missing? > > Apache's modules: > Compiled in modules: > core.c > mod_log_config.c > mod_logio.c > prefork.c > http_core.c > mod_so.c > Loaded Modules: > core_module (static) > log_config_module (static) > logio_module (static) > mpm_prefork_module (static) > http_module (static) > so_module (static) > alias_module (shared) > auth_basic_module (shared) > authn_file_module (shared) > authz_default_module (shared) > authz_groupfile_module (shared) > authz_host_module (shared) > authz_user_module (shared) > autoindex_module (shared) > cgi_module (shared) > deflate_module (shared) > dir_module (shared) > env_module (shared) > fastcgi_module (shared) > jk_module (shared) > mime_module (shared) > negotiation_module (shared) > php5_module (shared) > reqtimeout_module (shared) > rewrite_module (shared) > setenvif_module (shared) > ssl_module (shared) > status_module (shared) > auth_ntlm_winbind_module (shared) > Syntax OK > > uname -a > Linux docs.ourcompany.com 2.6.32-33-server #72-Ubuntu SMP Fri Jul 29 > 21:21:55 UTC 2011 x86_64 GNU/Linux > > lsb_release -a > No LSB modules are available. > Distributor ID: Ubuntu > Description:Ubuntu 10.04.4 LTS > Release:10.04 > Codename: lucid > > apache2 -v > Server version: Apache/2.2.14 (Ubuntu) > Server built: Mar 5 2012 16:42:17 > > -- View this message in context: http://old.nabble.com/Configuring-apache-for-RT-4.0-tp34338212p34342292.html Sent from the Request Tracker - User mailin
Re: [rt-users] auto reply question
On Thu, Aug 23, 2012 at 05:22:42PM -0400, Ming Ho wrote: >I create different queues in RT system, setup auto reply to each queue too. >One work without any issue, but the other doesn't work. Both queue are > setting up with the >same way. >I find this in the error log: >[Thu Aug 23 21:08:38 2012] [info]: > <[1]rt-4.0.6-25365-1345756118-175.2979-2...@internet2.edu> >#2979/35628 - Scrip 21 Autoreply on Create netplus-cenic >(/usr/local/pkg/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) >[Thu Aug 23 21:08:38 2012] [info]: > <[2]rt-4.0.6-25365-1345756118-175.2979-2...@internet2.edu> >No recipients found. Not sending. > (/usr/local/pkg/rt4/sbin/../lib/RT/Interface/Email.pm:353) >[Thu Aug 23 21:08:38 2012] [info]: > <[3]rt-4.0.6-25365-1345756118-548.2979-...@internet2.edu> >#2979/35628 - Scrip 4 On Create Notify AdminCcs >(/usr/local/pkg/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) >[Thu Aug 23 21:08:38 2012] [info]: > <[4]rt-4.0.6-25365-1345756118-548.2979-...@internet2.edu> >No recipients found. Not sending. > (/usr/local/pkg/rt4/sbin/../lib/RT/Interface/Email.pm:353) >[Thu Aug 23 21:08:38 2012] [info]: Ticket 2979 created in queue > 'netplus-cenic' by >[5]netplus-ce...@internet2.edu > (/usr/local/pkg/rt4/sbin/../lib/RT/Ticket.pm:688) >If I manually run that command from command line: >rt4/bin/rt-mailgate --queue netplus-cenic --action correspond --url > [6]https://localhost < >/tmp/10 >which it works just fine and I will get the auto response which I setup on > this queue. >when I compare those tickets which the different is that one see the > requestor and the other >ticket doesn't then of course the one ticket sees the requestor then it > does is job and I will >get the auto reply. >Owner:Nobody in particular >Requestors:Ming Ho > >Cc: >AdminCc: >The other ticket that doesn't see the requestor then it will send auto > response out but new >ticket still created. >Owner:Nobody in particular >Requestors: >Cc: >AdminCc: >The most funny thing is that when setup another queue with the same > setting that it see the >requestor with no problem at all. >Any one has experience this issue? Any suggestion are greatly > appreciated!!! Unfortunately, without seeing a sample mail that fails on one queue but not the other, it's hard to guess at the problem. It's clear that RT doesn't think you have a valid Requestor. Make sure your logs are on Debug and make sure that the Requestor email address isn't also one of the comment or correspond addresses in the system. -kevin pgpeBYXI0yiW3.pgp Description: PGP signature
[rt-users] auto reply question
Hi All, I create different queues in RT system, setup auto reply to each queue too. One work without any issue, but the other doesn't work. Both queue are setting up with the same way. I find this in the error log: [Thu Aug 23 21:08:38 2012] [info]: #2979/35628 - Scrip 21 Autoreply on Create netplus-cenic (/usr/local/pkg/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Thu Aug 23 21:08:38 2012] [info]: No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/../lib/RT/Interface/Email.pm:353) [Thu Aug 23 21:08:38 2012] [info]: #2979/35628 - Scrip 4 On Create Notify AdminCcs (/usr/local/pkg/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Thu Aug 23 21:08:38 2012] [info]: No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/../lib/RT/Interface/Email.pm:353) [Thu Aug 23 21:08:38 2012] [info]: Ticket 2979 created in queue 'netplus-cenic' by netplus-ce...@internet2.edu (/usr/local/pkg/rt4/sbin/../lib/RT/Ticket.pm:688) If I manually run that command from command line: rt4/bin/rt-mailgate --queue netplus-cenic --action correspond --url https://localhost < /tmp/10 which it works just fine and I will get the auto response which I setup on this queue. when I compare those tickets which the different is that one see the requestor and the other ticket doesn't then of course the one ticket sees the requestor then it does is job and I will get the auto reply. Owner:Nobody in particular Requestors:Ming Ho Cc: AdminCc: The other ticket that doesn't see the requestor then it will send auto response out but new ticket still created. Owner:Nobody in particular Requestors: Cc: AdminCc: The most funny thing is that when setup another queue with the same setting that it see the requestor with no problem at all. Any one has experience this issue? Any suggestion are greatly appreciated!!! Thanks -- Ming Ho, System Administrator Internet2 s...@internet2.edu office:+1-734-352-7078 | mobile: +1-734-474-7143 Visit our website: www.internet2.edu Follow us on Twitter: www.twitter.com/internet2 Become a Fan on Facebook: www.internet2.edu/facebook --
Re: [rt-users] Who is "Doctor Helga" ?
On 08/23/2012 08:57 AM, Rob Lister wrote: > On Thu, Aug 23, 2012 at 10:43:27AM -0400, Kevin Falcone wrote: >> On Thu, Aug 23, 2012 at 03:03:11PM +0100, Rob Lister wrote: >>> >>> RT's output (slightly anonymized) >>> >>> Subject: Re: [TICKET #1234] Test >>> From: Doctor Helga via RT >>> -- >> >> Is that what RT shows in the outgoing email or what the mail client >> sees? > > It's what RT puts in there. And you're right, it's getting it > from the "user" name. > > My guess is that somebody spammed us with a "From:" header of: > > From: Doctor Helga > To: supp...@lonap.net > > And it auto-created that user. You can look in the database or use the Perl API to see deleted tickets created by that user and verify this. You can also see who the user was created by in the database (RT_System vs. someone else). I'd argue that there are two bugs here: 1) That users can get created with an email address (or updated to an email address) for which RT::EmailParser->IsRTAddress returns true. 2) That addresses for which IsRTAddress returns true are not filtered out at the time the sender/creator is determined.
Re: [rt-users] Who is "Doctor Helga" ?
On Thu, Aug 23, 2012 at 10:43:27AM -0400, Kevin Falcone wrote: > On Thu, Aug 23, 2012 at 03:03:11PM +0100, Rob Lister wrote: > > > > RT's output (slightly anonymized) > > > > Subject: Re: [TICKET #1234] Test > > From: Doctor Helga via RT > > -- > > Is that what RT shows in the outgoing email or what the mail client > sees? It's what RT puts in there. And you're right, it's getting it from the "user" name. My guess is that somebody spammed us with a "From:" header of: From: Doctor Helga To: supp...@lonap.net And it auto-created that user. We've never spotted it before because we never set "Reply-To: support@..." Pfft. -- Rob Lister r...@lonap.net
[rt-users] Just in case this helps somebody
I've had this weird situation where when I call an AJAX function, even
though the Mason handler file calls $m->abort, I was still getting
HTML from the autohandler in the directory above the directory where
the handler lived, and RT autohandler stuff after that. This was only
happening on my Mac, not on my Linux computer (there were slight
version differences of some of the perl modules, including
HTML::Mason, so I don't know if that was the problem). The solution I
adopted was to rename all the ajax functions I use to have a .ajx
extension, and then in the top level autohandler, call $m->call_next,
and then, if it was named .ajx, also call $m->abort. I know, this
shouldn't be required, but evidently it was in at least one case. And
if it's not required, it doesn't do any harm that I can see. Here is
my top level autohandler now:
<%init>
my $file = $m->base_comp->source_file;
$m->call_next();
if ($file =~ m{\.ajx$}) {
$m->abort;
}
--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
Re: [rt-users] email entire history of a ticket
On Thu, Aug 23, 2012 at 07:17:48AM -0400, Paul Roth wrote: >Is there a way to email an entire ticket, since it was created, based on > an email with a key >work in the subject like /*HISTORY*/ for the given ticket number? Similar > to the history > screen. Nothing built-in. There are some templates on the wiki that people use to implement "On Owner Change, send the new Owner the complete history of the ticket" and you could probably glue that template together with a trivial "On correspond and subject matches X" condition. -kevin pgpP99tDLl6Mf.pgp Description: PGP signature
Re: [rt-users] Batch user add to group
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Maciek, thanks - I've actually just found a quick solution that is not too different from yours. I'm posting it to http://github.com/sgul but in the meantime I'll add it here in case anyone needs it: #!/usr/bin/perl # Usage: ./rt_set_privileged_and_add_to_group.pl use strict; use lib "/opt/rt4/lib"; use RT; use RT::User; use RT::Interface::CLI; RT::LoadConfig(); RT::Init(); # Create RT User Object my $user = new RT::User($RT::SystemUser); # Instantiate the user object with the user passed as parameter my $usertoadd = $ARGV[0]; $user->Load( $usertoadd ); # Set the privileged flag (1=privileged, 0=unprivileged) $user->SetPrivileged(1); # Get group object and instantiate it with the group name my $group = new RT::Group($RT::SystemUser); my $inputgroup = $ARGV[1]; $group->LoadUserDefinedGroup( $inputgroup ); # Add user to group $group->AddMember( $user->PrincipalObj->Id ); exit 1 Thanks, Giuseppe On 23/08/12 15:44, reg.bestpracti...@posterus.com wrote: > Giuseppe, > >> my $User = RT::User->new($Email); >> * >> #my > ($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged > =>1,Password=>'apassword');* > [..] >> Except I don't want to create a user, I want to load a user from the RT > user database. Is that possible? I've been >searching for a couple of days > now without much success... > > You should rather do: > > my $User = RT::User->new($RT::SystemUser); > $User->LoadByEmail($Email); > > printf "%s %s %s\n", $User->Name, $User->EmailAddress, $User->RealName; > > > Best regards, > Maciek > - -- 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/ iQEcBAEBAgAGBQJQNkOvAAoJEAqigArPBfJXIi0H/A20CUWQdGE06rndPgelyuRa XqryNeC15fQzRLFPTmEpf6LchiFOHSqSmEXfSxw4OXbsS7NzrJ3aPT506tINzDJR KrZexz8HzpeLEZN44seFF3ONJBqHQD+BFZhGU4qcMVsbJiqKSUVgcgGrF41p/Jg3 GukA5tib4VjZDuX3K/LTpoZi8buy/0FJqgdVDq1z5gBJ5B4y0MIYgJL8NLVY/xkf Zj0Hh2ffnnx2XQmf1z6jBJLA6Uen+TWQj6iWmLRVfnWUI82EPmgSHiN+QICgLGsH GfAWJpBJVtw6NT3LrGfLJKNrQG8d6eYiZ3Q0btzKBxBSUnNC5gi3LMVIbbYrQkY= =ZfSQ -END PGP SIGNATURE-
Re: [rt-users] Invalid domain, status=bounced for email through ticket on RT 3.8.4
On Thu, Aug 23, 2012 at 10:47:55AM +, Shane Duignan wrote: >I cannot send an email with attachment via a RT ticket. This is the error > message in the logs: > >Aug 23 09:26:42 MAIL-01 postfix/smtp[29806]: 9DD441D5362: to=, >relay=mx.eon.ie[XX.XXX.XXX.XXX]:25, delay=0.91, delays=0.07/0/0.21/0.62, > dsn=5.1.0, >status=bounced (host mx.eon.ie[XX.XXX.XXX.XXX] said: 550 5.1.0 > q9Sg1j02P2zd5X8019SgxU invalid >domain (in reply to MAIL FROM command)) > >The destination mail server recognises the smtp request as coming from > invalid domain however >I can send mail from my own account without using RT with no issues. >The requestors have the correct email address in the ticket. Look at what your MTA is sending as the From address (not the From: address). My assumption is that your RT server has an invalid hostname and it's talking to mx.eon.ie and saying "Hi, I have mail from www-data@invalid.hostname" and being told to go away. Sending attachments shouldn't affect this. Also, mail from your account isn't a good test unless it's also sent by a web process running under apache with identical mail configs to RT. -kevin pgpV0qVnGNQkJ.pgp Description: PGP signature
Re: [rt-users] Batch user add to group
Giuseppe, > my $User = RT::User->new($Email); > * > #my ($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged =>1,Password=>'apassword');* [..] >Except I don't want to create a user, I want to load a user from the RT user database. Is that possible? I've been >searching for a couple of days now without much success... You should rather do: my $User = RT::User->new($RT::SystemUser); $User->LoadByEmail($Email); printf "%s %s %s\n", $User->Name, $User->EmailAddress, $User->RealName; Best regards, Maciek
Re: [rt-users] Who is "Doctor Helga" ?
On Thu, Aug 23, 2012 at 03:03:11PM +0100, Rob Lister wrote: > > RT's output (slightly anonymized) > > Subject: Re: [TICKET #1234] Test > From: Doctor Helga via RT > -- Is that what RT shows in the outgoing email or what the mail client sees? If the former, search for the User which Doctor Helga as a real name. If the latter, some mail clients cache the first "SoandSo via RT" that they see affiliated with support@, and don't render what we send. -kevin pgpCfLaHxm8oZ.pgp Description: PGP signature
Re: [rt-users] How do I "unsquelch" a user?
On Thu, Aug 23, 2012 at 01:50:43PM +0100, Rob Lister wrote: > On Wed, Aug 22, 2012 at 09:56:24AM -0400, Kevin Falcone wrote: > > You don't say if this is 3.8 or 4.0. > > > > On 3.8, you squelch/unsquelch users for the lifetime of the ticket from > > the Reply/Comment page. > > Yes.. this is it... thanks... a bit unobvious... You trimmed the part where we reworked it completely for 4.0 to be more obvious: >> On 4.0, the Reply/Comment page only affects the current transaction and >> you squelch/unsquelch users from the People page. We did it because the 3.8 variant isn't as user friendly as we'd like. -kevin pgpo1b4TBYJO0.pgp Description: PGP signature
Re: [rt-users] Subject Tag Usage
That's what I thought you were talking about.
Thank you very much.
Also, thank you very much for that link, it has other useful bits of info
too.
I appreciate all the help the folks from Best Practical provide on this
listserv. People don't say it enough, but you guys run a great company.
Mike.
On Tue, Aug 14, 2012 at 5:21 PM, Kevin Falcone wrote:
> On Tue, Aug 14, 2012 at 02:48:09PM -0400, Mike Johnson wrote:
> >Is this what you are referring to Kevin?
> >This is from the Global Autoreply template
> >"There is no need to reply to this message right now. Your ticket has
> been
> >assigned an ID of [{$rtname} #{$Ticket->id()}]."
> >I'm assuming you would want that to be something else?
> >Do you have a {$Ticket->Tag} or something like that?
>
> This is the 4.0 version of the Autoreply template, which has the
> relevant SubjectTag method in use that you can crib off
>
> https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L218
>
> >On Tue, Aug 14, 2012 at 1:00 PM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> > On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote:
> > > I just want to be sure I'm understanding the use of "Subject Tag"
> for a queue.
> > > I can put whatever I want in this, and it'll change the tag in
> the subject line of
> > outgoing
> > > messages.
> > > By default rt puts the RT instance name [[1][2]rt.here.com#12345]
> > > If I put FOO in the subject tag for a queue, the tag would be
> [FOO #12345]
> > > If I change that tag to BAR, I have to put FOO in the regular
> expression in the Site
> > config to
> > > ensure it recognizes the old tag.
> > > Is there any other things I should be aware of? I've tested a
> bunch, but I just want to
> > make
> > > sure I'm not missing anything.
> >
> > This sounds like a good summary.
> >
> > If you've upgraded RT, ensure your templates are in sync with what
> we
> > ship in the current version, otherwise it won't pull the subject
> tag.
>
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
[rt-users] Who is "Doctor Helga" ?
Right, A user just e-mailed me directly on an existing ticket, copying in support@ (which is RT 3.8) Original message; From: Some User To: supp...@lonap.net Cc: r...@lonap.net Subject: [TICKET #1234] Test So.. My reply, I set the "Reply-To: " header to be supp...@lonap.net to encourage replies to go back to the ticketer. Reply headers (from my mail client): Date: Thu, 23 Aug 2012 13:31:47 +0100 From: Rob Lister Reply-To: supp...@lonap.net To: some.u...@domain.com Cc: LONAP Tickets - Rob via RT Subject: Re: [LONAP #1234] Test Foo RT's output (slightly anonymized) Subject: Re: [TICKET #1234] Test From: Doctor Helga via RT -- Reply-To: supp...@lonap.net Message-ID: Precedence: bulk X-RT-Loop-Prevention: LONAP RT-Ticket: TICKET #1234 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: supp...@lonap.net MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Thu, 23 Aug 2012 13:31:49 +0100 Foo Where the Helga is it getting that from??? R.
Re: [rt-users] How do I "unsquelch" a user?
On Wed, Aug 22, 2012 at 09:56:24AM -0400, Kevin Falcone wrote: > You don't say if this is 3.8 or 4.0. > > On 3.8, you squelch/unsquelch users for the lifetime of the ticket from > the Reply/Comment page. Yes.. this is it... thanks... a bit unobvious...
Re: [rt-users] Batch user add to group
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 20/08/12 15:44, Kevin Falcone wrote:
> On Wed, Aug 15, 2012 at 12:12:21PM +0100, Giuseppe Sollazzo wrote:
>
> There is no existing command line utility, but it's mostly a matter of
> a small perl script to load the user, calling SetPrivileged on it and
> then calling AddMember on the relevant group object.
>
> -kevin
Hi Kevin,
I can't find much docs about the use of RT::User especially on RT4. Any
link, if you have it handy?
What I'm trying to do is something like what follows (edit of scripts
found on the wiki):
#!/usr/bin/perl
use strict;
use warnings;
use Data::Dumper;
BEGIN { die "You must define \$RT_HOME\n"
unless exists $ENV{RT_HOME} };
use lib "$ENV{RT_HOME}/lib";
use RT;
RT::LoadConfig();
RT::Init();
use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;
die "We need exactly 2 Arguments, Name & Email\n" unless ($#ARGV==1);
my $UserName=shift @ARGV;
my $Email=shift @ARGV;
my $User = RT::User->new($Email);
*
#my
($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged=>1,Password=>'apassword');*
#if ($id){
#print $Message."\n";
#}
#else{
# print"This is a error!\n$Message\n";
#}
Except I don't want to create a user, I want to load a user from the RT
user database. Is that possible? I've been searching for a couple of
days now without much success...
Thanks,
G
- --
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
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[rt-users] email entire history of a ticket
Is there a way to email an entire ticket, since it was created, based on an email with a key work in the subject like /*HISTORY*/ for the given ticket number? Similar to the history screen. Thanks in advance. Paul
[rt-users] Invalid domain, status=bounced for email through ticket on RT 3.8.4
Hello, I cannot send an email with attachment via a RT ticket. This is the error message in the logs: Aug 23 09:26:42 MAIL-01 postfix/smtp[29806]: 9DD441D5362: to=, relay=mx.eon.ie[XX.XXX.XXX.XXX]:25, delay=0.91, delays=0.07/0/0.21/0.62, dsn=5.1.0, status=bounced (host mx.eon.ie[XX.XXX.XXX.XXX] said: 550 5.1.0 q9Sg1j02P2zd5X8019SgxU invalid domain (in reply to MAIL FROM command)) The destination mail server recognises the smtp request as coming from invalid domain however I can send mail from my own account without using RT with no issues. The requestors have the correct email address in the ticket. Any ideas how to correct this?
[rt-users] Configuring apache for RT 4.0
Hi guys, I've just downloaded the current version of RT 4.0 and am trying to install it. I had some trouble fixing the dependencies, however updating CPAN build sorted them. I have been able to initialize the DB no problem and I have set up the RT_SiteConfig file. I believe my issue is affected by the fact that we run other services on this same version of apache. I have set up my vhosts file in apache with the following: # Tell FastCGI to put its temporary files somewhere sane; this may # be necessary if your distribution doesn't already set it #FastCgiIpcDir /tmp FastCgiServer /var/www/ithelp/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error #TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /ithelp/NoAuth/images/ /var/www/ithelp/share/html/NoAuth/images/ ScriptAlias /ithelp /var/www/ithelp/sbin/rt-server.fcgi/ #DocumentRoot "/var/www/ithelp/share/html/" Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi in the same file exists 2 other vhosts - one is at *:80 and is a redirect to port 443 (to force SSL), the other in on 443 and mainly used for an installation of moodle. The *:443 host also includes mod_jk config for Alfresco (a CMS running in Tomcat, also on this server.) When I start (or restart) apache, I see in /var/log/apache2/error.log: [Thu Aug 23 16:43:17 2012] [notice] FastCGI: process manager initialized (pid 2391) [Thu Aug 23 16:43:17 2012] [warn] FastCGI: server "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2392) [Thu Aug 23 16:43:17 2012] [notice] Apache/2.2.14 (Ubuntu) mod_fastcgi/2.4.6 mod_jk/1.2.28 PHP/5.3.2-1ubuntu4.17 with Suhosin-Patch mod_ssl/2.2.14 OpenSSL/0.9.8k configured -- resuming normal operations [Thu Aug 23 16:43:18 2012] [warn] FastCGI: server "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2399) [Thu Aug 23 16:43:19 2012] [warn] FastCGI: server "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2400) [Thu Aug 23 16:43:20 2012] [warn] FastCGI: server "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2402) [Thu Aug 23 16:43:21 2012] [warn] FastCGI: server "/var/www/ithelp/sbin/rt-server.fcgi" started (pid 2403) TBH I'm not sure why those are warning... the server starting seems like just what I want. However when I browse to the address I get a page with "Index of /ithelp". I can browse to docs.ourcompany.com/ithelp/share/html/index.html but just see a page that I haven't yet set up the web server and I am Almost there. I'll post some more environment info below, but basically I am stuck here. I have tried many different values for the virtualhost, docs.ourcompany.com, docs.ourcompany.com/ithelp, /ithelp, */ithelp, *, but get the same every time (and yep, I am restarting apache in between). Does anyone know what I am missing? Apache's modules: Compiled in modules: core.c mod_log_config.c mod_logio.c prefork.c http_core.c mod_so.c Loaded Modules: core_module (static) log_config_module (static) logio_module (static) mpm_prefork_module (static) http_module (static) so_module (static) alias_module (shared) auth_basic_module (shared) authn_file_module (shared) authz_default_module (shared) authz_groupfile_module (shared) authz_host_module (shared) authz_user_module (shared) autoindex_module (shared) cgi_module (shared) deflate_module (shared) dir_module (shared) env_module (shared) fastcgi_module (shared) jk_module (shared) mime_module (shared) negotiation_module (shared) php5_module (shared) reqtimeout_module (shared) rewrite_module (shared) setenvif_module (shared) ssl_module (shared) status_module (shared) auth_ntlm_winbind_module (shared) Syntax OK uname -a Linux docs.ourcompany.com 2.6.32-33-server #72-Ubuntu SMP Fri Jul 29 21:21:55 UTC 2011 x86_64 GNU/Linux lsb_release -a No LSB modules are available. Distributor ID: Ubuntu Description:Ubuntu 10.04.4 LTS Release:10.04 Codename: lucid apache2 -v Server version: Apache/2.2.14 (Ubuntu) Server built: Mar 5 2012 16:42:17 -- View this message in context: http://old.nabble.com/Configuring-apache-for-RT-4.0-tp34338212p34338212.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
