[rt-users] Weird right problem
Hi, we have a RT (4.0.8) RT::IR (latest) instance that's functional and running. Our staff can create, reply, comment, etc. But, when we make a comment on one Incident and add an external email address in Cc, when the user that was included in Cc gives a reply to the email (rt-comment@domain) RT gives an error: error [Wed Jan 30 10:59:06 2013] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (manuel.subredu@outside). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue General. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [Wed Jan 30 10:59:06 2013] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [Wed Jan 30 10:59:06 2013] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) /error The weird part is that Everyone has the right to reply to tickets both Global and on the General queue. I triple checked :) And to be sure I gave Everyone permission to reply to tickets on all queues. Ideeas anyone ? Regards, -- M.S. signature.asc Description: OpenPGP digital signature
[rt-users] Quietly comment on a ticket?
Is there a way to quietly update a ticket with a note without having to uncheck each one of our ~30 Bcc people at the bottom of the 'Comment' page? Short of their being a way, an Uncheck all would be very welcome in a future release.
[rt-users] Modify ticket 'body' after extracting custom fields?
Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org
[rt-users] Passwords not working after upgrade to rt-4.0.8
Hi, First of all apologies for the length of signature (I really can't do anything about it). I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. I am installing into a clean rt4 directory, and only put in cosmetic customisation . Ran make upgrade-database perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl perl etc/upgrade/vulnerable-passwords --fix However now the root user and my user cannot login to the interface getting username or password incorrect error. I guess its all to do with vulnerable-passwords! I have seen few posts about this issue, but have n't seen a fix that applies to my situation, My Users table: | Users | CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL DEFAULT '', `Password` varchar(256) DEFAULT NULL, `Comments` text, `Signature` text, `EmailAddress` varchar(120) CHARACTER SET ascii DEFAULT NULL, `FreeformContactInfo` text, `Organization` varchar(200) DEFAULT NULL, `RealName` varchar(120) DEFAULT NULL, `NickName` varchar(16) DEFAULT NULL, `Lang` varchar(16) CHARACTER SET ascii DEFAULT NULL, `EmailEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `WebEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `ExternalContactInfoId` varchar(100) DEFAULT NULL, `ContactInfoSystem` varchar(30) DEFAULT NULL, `ExternalAuthId` varchar(100) DEFAULT NULL, `AuthSystem` varchar(30) DEFAULT NULL, `Gecos` varchar(16) DEFAULT NULL, `HomePhone` varchar(30) DEFAULT NULL, `WorkPhone` varchar(30) DEFAULT NULL, `MobilePhone` varchar(30) DEFAULT NULL, `PagerPhone` varchar(30) DEFAULT NULL, `Address1` varchar(200) DEFAULT NULL, `Address2` varchar(200) DEFAULT NULL, `City` varchar(100) DEFAULT NULL, `State` varchar(100) DEFAULT NULL, `Zip` varchar(16) DEFAULT NULL, `Country` varchar(50) DEFAULT NULL, `Timezone` varchar(50) CHARACTER SET ascii DEFAULT NULL, `PGPKey` blob, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, PRIMARY KEY (`id`), UNIQUE KEY `Users1` (`Name`), KEY `Users2` (`Name`), KEY `Users3` (`id`,`EmailAddress`), KEY `Users4` (`EmailAddress`) ) ENGINE=InnoDB AUTO_INCREMENT=12734800 DEFAULT CHARSET=utf8 | Also if its helps, the password entry for my user: Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz There is very little of any use in the log file (Logging and Statement log both set to 'debug'), and the only message I get is: [Wed Jan 30 17:25:43 2013] [error]: FAILED LOGIN for x from xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:739) The sql server is mysql Ver 14.14 Distrib 5.1.66 Any help will truly be appreciated. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited
Re: [rt-users] Passwords not working after upgrade to rt-4.0.8
On 01/30/2013 10:12 AM, Raed El-Hames wrote: First of all apologies for the length of signature (I really can't do anything about it). I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. I am installing into a clean rt4 directory, and only put in cosmetic customisation . [snip] My Users table: | Users | CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL DEFAULT '', `Password` varchar(256) DEFAULT NULL, [snip] Also if its helps, the password entry for my user: Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz Despite the longer column size, your password value is truncated. This is usually the result of an incomplete database upgrade that left the column length at 40. Can you reply with your /opt/rt4/lib/RT/User.pm and anything in /opt/rt4/local/lib/? Thomas
[rt-users] mailgate LWP SSL error after upgrading some perl mods
Hello all, I tried searching the archives, but couldn't find this specific error. After upgrading a few perl modules, I starting seeing this error getting bounced back. The following text was generated during the delivery attempt: -- pipe to |/home/web/sites/xxx.xxx.xxx/rt4/bin/rt-mailgate --queue test --action correspond --url https://xxx.xxx.xxx/rt/ generated by t...@xxx.xxx.xxx -- *** Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER together with SSL_ca_file|SSL_ca_path for verification. If you really don't want to verify the certificate and keep the connection open to Man-In-The-Middle attacks please set SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. *** at /usr/local/share/perl5/LWP/Protocol/http.pm line 31. It's a registered domain (several years old) with a valid ssl cert. I test the cert with several sites and they all say it's valid and installed correctly. Any ideas? Thanks! -Ed Ed Santora, Senior System Administrator Harvard University, Academic Computing Division of Continuing Education
Re: [rt-users] mailgate LWP SSL error after upgrading some perl mods
On 01/30/2013 01:02 PM, Ed Santora wrote: Hello all, I tried searching the archives, but couldn't find this specific error. After upgrading a few perl modules, I starting seeing this error getting bounced back. The following text was generated during the delivery attempt: -- pipe to |/home/web/sites/xxx.xxx.xxx/rt4/bin/rt-mailgate --queue test --action correspond --url https://xxx.xxx.xxx/rt/ generated by t...@xxx.xxx.xxx -- *** Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER together with SSL_ca_file|SSL_ca_path for verification. If you really don't want to verify the certificate and keep the connection open to Man-In-The-Middle attacks please set SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. *** at /usr/local/share/perl5/LWP/Protocol/http.pm line 31. It's a registered domain (several years old) with a valid ssl cert. I test the cert with several sites and they all say it's valid and installed correctly. Your testing doesn't mean the system running rt-mailgate is setup to trust the CA which issued the cert. Either install the signing CA as a trusted CA system-wide on the mail server, or use the --ca-file argument to rt-mailgate: http://bestpractical.com/rt/docs/latest/rt-mailgate.html#ca-file-path Alternatively, you can tell rt-mailgate not to care about SSL certs, but that defeats most of the point of using SSL in the first place.
[rt-users] Default dashboard?
Is there a way to make a pre-built dashboard the default dashboard for a user or group? Jonah Hirsch Application Systems Analyst Campus Services and Activities - IT Support (928) 523-6579 jonah.hir...@nau.edumailto:jonah.hir...@nau.edu [Description: Description: NAU_PrimH_web[1]] inline: image001.png
[rt-users] RT: Scrip IsApplicable died?
Hi all, after install command by email. Something strange appear on my message log: RT: Scrip IsApplicable 43 died. - Require of RT::Condition::SLA_RequireStartsSet failed.#012Can't locate RT/Condition/SLA_RequireStartsSet.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 2487) line 3.#012#012Stack:#012 [(eval 2487):3]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]#012#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:171]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Scrip.pm:419) But SLA_RequireStartsSet.pm is in location of /opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Condition/SLA_RequireStartsSet.pm How could I modify to make the error message disappear ? Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo
[rt-users] command by mail line breaker
Got a slight problem on command by mail. I'm trying to update a multi line test
box but I can only update it via example 1 instead of example 2, any idea how
to add in a line break?
Eg1
Cf.{Summary}: line 1
Line 2 -- this will not be recorded
Eg2
Cf.{summary}: line1 line 2
We need line 2 on the second line
Any idea how to get it working?
Thomas Lau
Senior Technology Analyst
Principle One Limited
27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
T +852 3555 2217 F +852 3555 M +852 9880 1217
Hong Kong . Singapore . Tokyo
