[rt-users] (no subject)
Hi, I apologize for the abominations I'll probably say :) I was put in charge of administrating an RT 4 installation (already installed) and I have no knowledge of Perl. I configured all that I could using the admin access, but now I also need to work with SLA using business days only. I have found http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can use/adapt in my needs, but it uses Business::Hours library, that I have no idea on how to install. I have requested and ssh (not root) request to server. So any help in next steps? Also I'll need to remove the time tickets are stalled from the due time (because that will depend on client and not on our side). Any idea if any scrips was already done for it? Thanks, Telmo Cardoso We're hiring! http://bestpractical.com/jobs
Re: [rt-users] (no subject)
Hi, Have you considered RT::Extension::SLA [1]? [1] http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm On Mon, Nov 26, 2012 at 4:15 PM, Telmo Cardoso telmo.card...@gmail.com wrote: Hi, I apologize for the abominations I'll probably say :) I was put in charge of administrating an RT 4 installation (already installed) and I have no knowledge of Perl. I configured all that I could using the admin access, but now I also need to work with SLA using business days only. I have found http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can use/adapt in my needs, but it uses Business::Hours library, that I have no idea on how to install. I have requested and ssh (not root) request to server. So any help in next steps? Also I'll need to remove the time tickets are stalled from the due time (because that will depend on client and not on our side). Any idea if any scrips was already done for it? Thanks, Telmo Cardoso We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. We're hiring! http://bestpractical.com/jobs
[rt-users] Terminating rt-server.fcgi gracefully
Hi, I'm running RT 4.0.7 under Apache/mod_fastcgi. So far I've resorted to a simple killall rt-server.fcgi to restart the RT processes whenever I change RT_SiteConfig.pm, but there is probably some risk of killing a process mid-transaction, which I want to avoid. Is there a way to have rt-server.fcgi terminate gracefully, i.e. such that any currently running request is completed before exiting? perldoc rt-server.fcgi unfortunately only provides documentation for standalone mode, not FCGI mode. Thanks, Sebastian We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Terminating rt-server.fcgi gracefully
On Mon, Nov 26, 2012 at 8:52 AM, Sebastian Flothow flot...@gip.com wrote: Is there a way to have rt-server.fcgi terminate gracefully, i.e. such that any currently running request is completed before exiting? I'm pretty sure /etc/init.d/apache2 reload will do that. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin We're hiring! http://bestpractical.com/jobs
Re: [rt-users] (no subject)
On Mon, Nov 26, 2012 at 7:13 PM, Telmo Cardoso telmo.card...@gmail.com wrote: I'v seen that also, but remember I'm a newb. So I think installing an extension and learning to work with it could be more trouble than installing a small library and using an existent scrips. Can you send the commands one need to run in order to install the library? And what service I need to restart, if any. download tar.gz tar -xzvf RT-Extension-... cd RT-Extension-SLA-... follow: http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#INSTALL restart web server. Thanks Telmo Cardoso -- Best regards, Ruslan. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] howto make a non-privileged user able to only view articles
On Thu, Nov 22, 2012 at 06:29:34PM +0300, Alex Rhys-Hurn wrote: Is it even possible to allow a non-privileged user to view only articles in a specific class? Unfortunately, Articles are only currently searchable globally, not on a per-class basis, from SelfService. This is a restriction of the old implementation and will hopefully be fixed. -kevin pgpQ0TXqLE44R.pgp Description: PGP signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT 4.04 // automatically re-open resolved tickets that are replied to and assign to nobody
On 11/23/2012 01:43 AM, vmos wrote:
I tried that thanks, but what's puzzling me is that if I take out the
$self-TargetObj-SetStatus('open'); it still opens the ticket, as if it's
ignoring the user defined action
The User Defined code is only run if the Condition or Action is User
Defined. If you pick a built-in condition/action, the code you enter
is ignored and never run.
We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT Bug?
On 11/21/2012 02:01 PM, David Moreau Simard wrote: Hey there, Just wanted to confirm that it does seem to be a regression. https://github.com/bestpractical/rt/commits/3.8-trunk/lib/RT/I18N.pm https://github.com/bestpractical/rt/commit/ccafbd233e4f50bd8ef1889949e91dc6190f495b That eval seems to be necessary to have a Fallback encoding if an e-mail is received with an encoding that doesn't exist/isn't recognized. We've tested the eval inside the 3.8.15 I18N.pm and were able to receive e-mails if they're a non-standard encoding again. This behaviour is fixed and improved in 4.0. Upgrading when you can is your best bet. I don't believe 3.8 will see more work in this code, as our energy is going into 4.0 and the next major release series, 4.2. For the time being, and I know this is not ideal, we've reverted only I18N.pm to our previous version from 3.8.8 and everything works well again. I understand your motivation, but I'm leery of the compatibility of this. Please mention how your I18N.pm is special if you're debugging encoding issues on the list in the future. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT email address with server name
On 11/21/2012 07:44 AM, testwreq wreq wrote: Our RT server is r...@sc.sbu.edu mailto:r...@sc.sbu.edu When our external users send email to RT (r...@sc.sbu.edu mailto:r...@sc.sbu.edu) - the mail from our exchange server gets forwarded to r...@rt4.sc.sbu.edu mailto:r...@rt4.sc.sbu.edu - a message of communication is then created in RT Wed Nov 21 09:26:59 2012Kate Rul - Ticket created[ Subject: test from kate Date: Wed, 21 Nov 2012 14:27:08 + To: RT4, Tracker r...@rt4.sc.sbu.edu mailto:r...@rt4.sc.sbu.edu From: Kate rulk...@sc.sbu.edu mailto:rulk...@sc.sbu.edu When RT responds back to the request, the user who created the request, get the address r...@rt4.sc.sbu.edu mailto:r...@rt4.sc.sbu.edu; Within RT can this address somehow be changed to r...@sc.sbu.edu mailto:r...@sc.sbu.edu because somewhere in the email flow, when users respond to the email, they are unable to directly deliver it to r...@rt4.sc.sbu.edu mailto:r...@rt4.sc.sbu.edu Change your queue's correspond/comment addresses and check the globally configured one in RT_SiteConfig.pm. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] custom actions for inserting multiple mixed v4/v6 IP addresses into a custom field
On Sep 5, 2012, at 11:00 AM, Kevin Falcone wrote: I'd suggest looking at what RTIR's IP address parsing routines are doing. To revisit this, I was able to get a scrip that would pick up the first occurrence of an address using a loop, but it would not pick up other instances of a match. In light of that, I suspect having RTIR_FindIP.pm pick up those IP addresses in transactions like RTIR would be less rickety and suck-prone for someone that isn't me one day having the unfortunate task of following in my shoes, but I'm not sure how to include that RTIR_FindIP.pm's logic in RT. Is it better to: 1. implement RTIR_FindIP.pm's voodoo as a scrip 2. hook RTIR_FindIP.pm and its dependancies into my RT as a local plugin 3. some other non-wrong option that I don't know? We're hiring! http://bestpractical.com/jobs
[rt-users] how to extract open tickets from rt 3.8.2 to 4.0.8 installation
We have a new installation on ubuntu of RT 4.0.8; Our current RT 3.8.2 is on CentOS. Is there a way to extract all open tickets from the current system and export them into the new system? Thanks much! We're hiring! http://bestpractical.com/jobs
Re: [rt-users] custom actions for inserting multiple mixed v4/v6 IP addresses into a custom field
On Mon, Nov 26, 2012 at 11:24 PM, Lundberg, Emory emory-lundb...@uiowa.edu wrote: On Sep 5, 2012, at 11:00 AM, Kevin Falcone wrote: I'd suggest looking at what RTIR's IP address parsing routines are doing. To revisit this, I was able to get a scrip that would pick up the first occurrence of an address using a loop, but it would not pick up other instances of a match. In light of that, I suspect having RTIRFindIP.pm pick up those IP addresses in transactions like RTIR would be less rickety and suck-prone for someone that isn't me one day having the unfortunate task of following in my shoes, but I'm not sure how to include that RTIRFindIP.pm's logic in RT. Is it better to: implement RTIR_FindIP.pm's voodoo as a scrip hook RTIR_FindIP.pm and its dependancies into my RT as a local plugin some other non-wrong option that I don't know? Well, RTIR's FindIP scrip is very self contained. I don't mind it transfering into RT::Extension::ExtractIPs with more configuration options. It makes sense considering that code to support IP custom fields migrated from RTIR to RT. If this extension would be generic and configurable enough. RTIR can just switch over the extension one day. We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. We're hiring! http://bestpractical.com/jobs
[rt-users] RT setup and Postgres object ownership
Recent user of RT on PostgreSQL backend (a couple of years on MySQL) and have been struggling to understand something related to DB access privileges under postgres with RT's setup. I don't understand how the default ownership/rights after the RT setup, done using the postgres superuser (DBA), allow the RT user to have read/write access to RT objects. What I got: # Database ownership set to Pg superuser. No privileges for other roles present. postgres=# \l+ Name| Owner | Encoding | Collate |Ctype| Access privileges | Size | Tablespace | Description ---++--+-+-+---+-++ rt4 | postgres | UTF8 | en_US.UTF-8 | en_US.UTF-8 | | 9061 kB | pg_default | # Only a single schema, public. Only Pg superuser granted explicit privileges; no privileges for other roles present. rt4=# \dn+ List of schemas Name | Owner | Access privileges | Description +--+--+ public | postgres | postgres=UC/postgres+| standard public schema | | =UC/postgres # Owner of all tables is also DB superuser (by inheritance, I'm assuming). rt4=# \dt+ List of relations Schema | Name | Type | Owner |Size| Description +-+---+--++- public | acl | table | postgres | 40 kB | public | articles| table | postgres | 8192 bytes | public | attachments | table | postgres | 72 kB | public | attributes | table | postgres | 96 kB | public | cachedgroupmembers | table | postgres | 48 kB | public | classes | table | postgres | 16 kB | public | customfields| table | postgres | 16 kB | public | customfieldvalues | table | postgres | 88 kB | public | groupmembers| table | postgres | 8192 bytes | public | groups | table | postgres | 48 kB | public | links | table | postgres | 16 kB | public | objectclasses | table | postgres | 8192 bytes | public | objectcustomfields | table | postgres | 40 kB | public | objectcustomfieldvalues | table | postgres | 16 kB | public | objecttopics| table | postgres | 0 bytes| public | principals | table | postgres | 40 kB | public | queues | table | postgres | 16 kB | public | scripactions| table | postgres | 16 kB | public | scripconditions | table | postgres | 16 kB | public | scrips | table | postgres | 48 kB | public | sessions| table | postgres | 160 kB | public | templates | table | postgres | 48 kB | public | tickets | table | postgres | 8192 bytes | public | topics | table | postgres | 8192 bytes | public | transactions| table | postgres | 48 kB | public | users | table | postgres | 16 kB | I'm guessing this is more a a postgres access privileges topic than a RT topic - but curious how the application DB user has privileges to these objects, and also why the default installation doesn't set the app user (rt_user) as the owner of the database and then allow inheritance to set ownership on child objects. -- Darren Spruell phatbuck...@gmail.com We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT setup and Postgres object ownership
On 11/26/2012 02:50 PM, Darren Spruell wrote: I don't understand how the default ownership/rights after the RT setup, done using the postgres superuser (DBA), allow the RT user to have read/write access to RT objects. RT runs the etc/acl.Pg file during install and etc/upgrade/*/acl.Pg during upgrade. This file generates GRANT commands to run for the application user. See the output of \dp in psql for what permissions are currently granted. There are similar acl.* files for other database types, as necessary. I'm guessing this is more a a postgres access privileges topic than a RT topic - but curious how the application DB user has privileges to these objects, and also why the default installation doesn't set the app user (rt_user) as the owner of the database and then allow inheritance to set ownership on child objects. Making the application user the owner would allow the user to do much, much more than the SELECT, INSERT, UPDATE, and DELETE currently allowed of it. It's poor practice to give the application user more privileges than necessary in case the front end is compromised by a malicious user. We're hiring! http://bestpractical.com/jobs
[rt-users] Merging RT Installations
Hi, We have a handful of RT installations on campus, and we'd like to merge them together, and we'd like to retain ticket history. That means that we need a way to import tickets from one system to another, keeping in mind that there may be duplicate ticket numbers involved. We're OK with ticket numbers changing - that's unfortunate, but unavoidable. Is there any tool that allows us to import all the tickets (and comments, attachments, queues, groups, users, etc) from one RT system to another? -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A We're hiring! http://bestpractical.com/jobs
