Re: [rt-users] Have to restart apache2 after reboot
Am 13.06.2013 19:08, schrieb rt4: S18apache2 and S19postgresql. Changed postgresql to S17, but that didn't fix it. If your OS uses Upstart instead of SysV for Init scrips it isn't guarantied that PostgreSQL starts before Apache. In Debian they solved the problem with an RT Init scrips which defines the dependencies between the Database and the Webserver: http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob_plain;f=debian/request-tracker4.init Chris -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Disable user autocreation
Hi, when I add some one as a watcher or if I cc a ticket to with a new email address a user account is getting created I need to stop this behaviour how can I do this I am using RT 4 Thanks and Best Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Have to restart apache2 after reboot
C. Loos wrote If your OS uses Upstart instead of SysV for Init scrips it isn't guarantied that PostgreSQL starts before Apache. In Debian they solved the problem with an RT Init scrips which defines the dependencies between the Database and the Webserver: http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob_plain;f=debian/request-tracker4.init I'm on Debian Wheezy (SysVinit). Thanks for the init-script. It should just run from rc3.d with a lower number than database and webserver? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-to-restart-apache2-after-reboot-tp54292p54309.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Scrips and Recipients panel
Folks, Currently running 4.0.10 on Ubuntu. I've noticed that when I comment on tickets, I see the following at the bottom of the page in a Panel titled 'Scrips and Recipients' --- Uncheck boxes to disable notifications to the listed recipients for this transaction only; persistent squelching is managed on thePeople page. On Comment Notify AdminCcs as Comment On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment On Comment Notify Other Recipients as Comment with template Correspondence --- Trouble is, there are no check boxes to uncheck (or check). What's happening here and does it need fixing (either by me reconfiguring, fixing data or otherwise tweaking or by someone who knows more than I fixing the code)? Thanks in advance. Later, Andy Yada, yada, yada... Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Forwarding Request to External Address
Hi, I forward my requests to a external company. But when they reply the requester doesn't get the replies. I can get it working by using the On Transaction ( condition ) , is there any way to get it working with the On Correspond ( condition ) ? Any help much appreciated. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Forwarding-Request-to-External-Address-tp54312.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Is it possible to set CustomField in mailgate plugin?
I'v got a mailgate plugin in which i am trying to set value to Ticket
CustomField.
I'm using this method:
my ($st,$msg) = $args{Ticket}-AddCustomFieldValue( Field = $CFObj-id,
Value = $id, RecordTransaction = 1 );
However this always fail with error message:
Failed to save CF value: 100 as value for CF. Error: Custom field 1 does
not apply to this object
This look like the CF value cannot be assigne just because the ticket
itself does not really exist yet. Is it the problem?
So my question:
is it to possible to assing some value to ticket CF in mailgate plugin ?
Best regards,
Pavel Šidlo
-
LinuxBox.cz, s.r.o.
28. října 168, 709 00 Ostrava
tel.: +420 591 166 234
mob.: +420 737 238 334
web:www.linuxbox.cz
mobil servis: +420 737 238 656
email servis: ser...@linuxbox.cz
-
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[rt-users] Full-text search in Articles
Hi, Its possible to implement the fast full-text search to RT4 Articles? My support team will be happy, because now we cant search in the body of the knowledgebase articles. We are using MariaDB with SphinxSE, and the fast full-text search working great with our Tickets. Thanks! Regards, Zoltan -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Simple way how to change outgoing identification
We have several queues for our departments (helpdesk, development, specialists, marketing with e-mail helpd...@company.com, developm...@company.com, etc.). Every queue has its own e-mail address. From time to time we need to change From field in header of e-mail when sending e-mails from RT from helpd...@company.com to techsupp...@othercompany.com (both heading to same queue). Our business partners requires this in communication with customers along with change of signatures. These customers are usually communicating with directly every department (=queue) so it is necessary change identification per ticket. We plan to archieve this by using Custom Fields this way: - if To or Cc in incoming message is techsupp...@othercompany.com (not helpd...@company.com as set in queue settings) set CF named Identity to techsupp...@othercompany.com using MailGate plugin - if ticket has CF named Identity set to techsupp...@othercompany.com, From field in outgoing mail header to techsupp...@othercompany.com Is it possible to archieve this by some easy way? Best regards, Pavel Šidlo - LinuxBox.cz, s.r.o. 28. října 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web:www.linuxbox.cz mobil servis: +420 737 238 656 email servis: ser...@linuxbox.cz - -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Populating a Custom Field from an Action
Hello, I've really racked my brain with something that seems pretty simple in theory: I have two queues (A and B). When a specific field is changed in Queue A, an action is triggered, which creates a ticket in Queue B. Part of the scrip is: $TicketObj-Create( Queue = $queue, Subject = $subject, Parents = $TicketNumber); I want to also include the value for a custom field in Queue B, using the same line of code. I've read that I can do that by passing CustomField-n . Ultimately, the call would look something like: $TicketObj-Create( Queue = $queue, Subject = $subject, Parents = $TicketNumber, CustomField-n = Value); So, two questions: 1) Is this possible? Am I even close? 2) How would you get the CustomField ID that would replace the letter n in CustomField-n? Are there any examples I can look at? Thanks for any help you're able to provide. I would really appreciate it. Best, Daniel.. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Disable user autocreation
On Fri, Jun 14, 2013 at 08:50:44AM +0100, Asanka Gunasekera wrote: Hi, when I add some one as a watcher or if I cc a ticket to with a new email address a user account is getting created I need to stop this behaviour how can I do this I am using RT 4 Any email that comes into or leaves RT will be tied to a User record. That record will not have a password or be able to log in unless you've customized RT. What are you trying to do/prevent? -kevin pgpoCuGMFthmt.pgp Description: PGP signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Scrips and Recipients panel
On Fri, Jun 14, 2013 at 11:00:45AM +0100, LAW Andy wrote: Currently running 4.0.10 on Ubuntu. I've noticed that when I comment on tickets, I see the following at the bottom of the page in a Panel titled 'Scrips and Recipients' --- Uncheck boxes to disable notifications to the listed recipients for this transaction only; persistent squelching is managed on thePeople page. On Comment Notify AdminCcs as Comment On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment On Comment Notify Other Recipients as Comment with template Correspondence --- Trouble is, there are no check boxes to uncheck (or check). What's happening here and does it need fixing (either by me reconfiguring, fixing data or otherwise tweaking or by someone who knows more than I fixing the code)? Does the ticket have an AdminCcs or One-time-ccs/bccs ? If not, that's just RT telling you that it evaluated those scrips to see if anyone should be notified. You may prefer the simple recipients panel, which is called 'Show simplified recipient list on ticket update' on the Preferences page (and is settable globally). -kevin pgpWA6RfNGMm0.pgp Description: PGP signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Populating a Custom Field from an Action
On Fri, Jun 14, 2013 at 02:29:56PM +, Daniel Tinoco-Silva wrote:
I have two queues (A and B). When a specific field is changed in Queue A,
an action is triggered, which creates a ticket in Queue B. Part of the
scrip is:
$TicketObj-Create( Queue = $queue, Subject = $subject, Parents =
$TicketNumber);
An easier way is to make a scrip like this:
Condition: OnQueueChangeFromaAToB (write it yourself ;))
Action: CreateTicket (a built in action)
Template: CreateTicketInB
You need to create thist template like this:
===Create-Ticket: B0
Subject: {$subject}
Parent: {$Tickets{TOP}-Id}
Queue: B
CF-FIXME: FIXME-value
Content: blahblah
ENDOFCONTENT
you can add many other fields/customfields in this template!
see:
http://www.bestpractical.com/rt/docs/4.0/RT/Action/CreateTickets.html#Acceptable-Fields
$TicketObj-Create( Queue = $queue, Subject = $subject, Parents =
$TicketNumber, CustomField-n = “Value”);
should work also ( maybe qw(value) ).
2) How would you get the CustomField ID that would replace the letter
“n” in CustomField-n?
my $CustomField = RT::CustomField-new( $session{CurrentUser} );
$CustomField-LoadByName ( Name = 'n', Queue = 'B' );
my $cf_id = $CustomField-id;
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Re: [rt-users] Is it possible to set CustomField in mailgate plugin?
On Fri, Jun 14, 2013 at 01:23:45PM +0200, pavel.si...@linuxbox.cz wrote:
I'v got a mailgate plugin in which i am trying to set value to Ticket
CustomField.
I'm using this method:
my ($st,$msg) = $args{Ticket}-AddCustomFieldValue( Field = $CFObj-id,
Value = $id,
RecordTransaction = 1 );
However this always fail with error message:
Failed to save CF value: 100 as value for CF. Error: Custom field 1 does
not apply to this
object
This look like the CF value cannot be assigne just because the ticket
itself does not really
exist yet. Is it the problem?
What's the Action? Is this during creation or a correspond/comment?
Normally folks do CF manipulation from Scrips rather than Mail
Plugins.
-kevin
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Description: PGP signature
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Re: [rt-users] Full-text search in Articles
On Fri, Jun 14, 2013 at 01:42:38PM +0200, Zoltan Kiss wrote: Its possible to implement the fast full-text search to RT4 Articles? My support team will be happy, because now we cant search in the body of the knowledgebase articles. We are using MariaDB with SphinxSE, and the fast full-text search working great with our Tickets. This is not currently a feature of Articles. It would require extending the FTS code to handle Custom Fields. -kevin pgp7S6qt8pwa8.pgp Description: PGP signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Some searches produce tickets with incorrect links
On Tue, Jun 11, 2013 at 10:33:22AM +0100, Gary Mason wrote: If I now slightly amend the search to the following criteria: Queue = 'Abroad' AND ( Status = 'new' OR Status = 'open') then the results screen offers ticket results with an incorrect link :- https://rt4.mydomain.com/rt/Ticket/Display.html?id=324944 Are you actually building that search fresh or are you loading a saved search? Was your old RT located at mydomain.com/rt/ ? There were bugs in early 3.6 versions that hardcoded the WebPath rather than using __WebPath__ and I bet you have older saved searches that are triggering it. -kevin pgpbn73F9BpvV.pgp Description: PGP signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Auto creating user email addresses from CAS authenticated RT SelfService
On Mon, Jun 10, 2013 at 09:29:20PM -0700, Duncan Napier wrote:
OK ... I solved the problem. After some looking around and re-examining my
old code, I found for RT 4.0.8, go to /lib in your rt directory (eg /var/rt
or /usr/local/rt) so for me I edited in
/usr/local/rt/lib/RT/Interface/Web.pm
Rather than overriding code in RT and making upgrades harder (you're
already behind 5 versions, including some security releases) you can
make a local/lib/RT/Interface/Web_Local.pm and only override the one
method you're changing.
I'd probably make the change in a User_Local.pm file changing the
RT::User::CanonicalizeUserInfo method, but there are many ways to fix
this.
-kevin
### Start Code Fragment
sub WebExternalAutoInfo {
my $user = shift;
my %user_info;
# default to making Privileged users, even if they specify
# some other default Attributes
if ( !$RT::AutoCreate
|| ( ref($RT::AutoCreate) not exists $RT::AutoCreate-{Privileged} ) )
{
$user_info{'Privileged'} = 1;
}
## End Code Fragment
and add the line
$user_info{'EmailAddress'} = $user\@mycompany.com;
### Start Code Fragment
sub WebExternalAutoInfo {
my $user = shift;
my %user_info;
$user_info{'EmailAddress'} = $user\@mycompany.com;
# default to making Privileged users, even if they specify
# some other default Attributes
if ( !$RT::AutoCreate
|| ( ref($RT::AutoCreate) not exists $RT::AutoCreate-{Privileged} ) )
{
$user_info{'Privileged'} = 1;
}
## End Code Fragment
You may (?) also have to add
$user_info{'Privileged'} = 0;
along with
$user_info{'EmailAddress'} = $user\@mycompany.com;
if you want your newly-created user to be Unpriviliged, which is standard for
RT SelfServe. I'm not sure what happens when you ask to autocreate priviliged
(internal) users ... I believe in the case of RT_SiteConfig.pm to enable
external authentication (like CAS or LDAP):
Set($WebExternalAuth , '1');
Set($WebFallbackToInternalAuth , '1');
Set($WebExternalGecos , undef);
Set($WebExternalAuto , '1');
And now for each new user, the field 'EmailAddress'is populated with
$u...@mycompany.com
Have fun with it, people!
Duncan.
- Original Message -
Hello,
I am currently migrating from RT 3.4.5-2 (2006) on Fedora Core 4 to
RT 4.0.8 on Centos 6.2. The reasons are many, including aging
platform, move to virtualization etc.
The new RT, like the old one, does external authentication through
CAS (Central Authentication Service). Basically users always
initiate a support request through the RT SelfServe website by
authenticating with single sign-on credentails (username, password).
The system generates a new user the first time the user logs in
populates the Identity Username and Unix login Username from
their login credentials. On the old system, loggin in for the first
time also autogenerates an email by concatenating the Identity
with the email domain suffix (@mydomain.com).
So for example, person with ID newuser, logs in for the first time,
and their Email field is populated with newu...@mydomain.com, and
nothing needs to be done from my end.
For some reason, it does not do this on the new system. I seem to
recall some 7 years ago adding a hack to set this autocreation of
the email field using the username. I have searched but can't find
anything and searched through the code to see where/how it was
implemented, but I am at a loss.
Does anyone know how this is done in RT 4.x? Other than putting it in
manually, I haven't been able to figure out how to do this. Thanks
in advance.
--
Regards,
Duncan.
---
Duncan Napier
duncan_nap...@sfu.ca
http://www.sfu.ca/~dgnapier/
IT Instrumentation Consultant
Dept of Molecular Biology and Biochemistry
Simon Fraser University
It takes ten years to become good at being a kid. Then another ten years
to become good at not being a kid - Larry Wall.
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Re: [rt-users] Have to restart apache2 after reboot
rt4 wrote C. Loos wrote If your OS uses Upstart instead of SysV for Init scrips it isn't guarantied that PostgreSQL starts before Apache. In Debian they solved the problem with an RT Init scrips which defines the dependencies between the Database and the Webserver: http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob_plain;f=debian/request-tracker4.init I'm on Debian Wheezy (SysVinit). Thanks for the init-script. It should just run from rc3.d with a lower number than database and webserver? Added # X-Start-Before: apache2 and # X-Stop-After: apache2 to /etc/init.d/postgresql, and updated with insserv -r postgresql and insserv postgresql. Poblem solved :) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-to-restart-apache2-after-reboot-tp54292p54327.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RES: Is it possible to specify a different user with RT CLI ?
On Tue, Jun 11, 2013 at 11:24:54AM +0200, Jean-Christophe Boggio wrote: # As I understand it, RT's $TicketObj-new expects a RT::User parameter # which will be the CurrentUser It actually wants an RT::CurrentUser, but RT will do the conversion for you. As a side note, the RT-Init() is very long, mainly because of RT::I18N-Init() This surprises me, what's slow and how did you profile it? You could limit the languages that RT loads, but that may not do what you want. You may also run into really weird errors depending on what parts of RT you invoke. http://bestpractical.com/rt/docs/latest/RT_Config.html#LexiconLanguages -kevin pgp08IBASLNda.pgp Description: PGP signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Custom Field search - dynamically modify query string
Doh... it would have been awful helpful if I'd mentioned I was talking about a User custom field. Regardless, your suggestion actually got me thinking in the right direction anyway, so it occurred to me exactly how to make this do what I want. :) Thanks! -- Andy Harrison public key: 0x67518262 On Wed, Jun 12, 2013 at 12:41 PM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, You can wrap _CustomFieldLimit in lib/RT/Tickets.pm, but don't forget to update link in %dispatch. On Tue, Jun 11, 2013 at 11:37 PM, Andy Harrison aharri...@gmail.com wrote: This seems rather unlikely, but I wanted to ask just in case someone knows a simple way this could be done. I have a custom field containing mac address values and I store them without the : colon characters. Is there a simple way, (maybe a callback or _Local overlay or something), where I could make it so that if someone tries to search by that custom mac address field, that I strip out any colons before performing the search? Thanks, -- Andy Harrison public key: 0x67518262 -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Setting up requestor access to Self Service Web UI
Hello, I have been tasked in rolling out RT to our organization. So far so good. I was able to get RT 4.0.7 up and running on Debian Linux 7.0 (Wheezy). Now its down to the nuts and bolt tightening of this product to tailor it to our environment. One thing that I am contemplating is how other than email my end users will be able to track their own tickets without giving them access to all of the ticket queues I will be setting up. The email notifications are working ok as in the end user will receive updates and will be able to see any comments the owner put into the tickets. Now onto setting up the self service part of the Web UI. I have looked through many articles on this and really haven't found anything that actually stated how to enable and setup the Self Service feature on a new installation of RT. My goal is to have the end user click on a URL in the auto reply email that will direct them to the Self Service UI and also iauto log them in without being prompted for a userna me and password (if possible). With that being said I guess I have 2 questions: 1) How to setup Self Service and 2) How to (if possible) make it so an end user can click on a URL in the auto reply and auto log them in without Username and Password. Thanks in advance for any help in regards to this issue! Jeff -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Setting up requestor access to Self Service Web UI
On Fri, Jun 14, 2013 at 4:49 PM, Jeff Solberg jsolb...@intrepidls.comwrote:
With that being said I guess I have 2 questions: 1) How to setup Self
Service
SelfService is already there.
Add this in your Autoreply Template
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
And make sure Requestor Role at least for that Queue has ShowTicket rights.
Queue - Roles - Requestor - Current Rights - ShowTicket
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Re: [rt-users] Setting up requestor access to Self Service Web UI
On Fri, Jun 14, 2013 at 4:49 PM, Jeff Solberg jsolb...@intrepidls.comwrote: How to (if possible) make it so an end user can click on a URL in the auto reply and auto log them in without Username and Password. How do you make sure requester A is not looking at requester B's ticket by crafting the url? Pretty scary wish, no? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Populating a Custom Field from an Action
On 14/06/2013 20:32, Daniel Tinoco-Silva wrote: Hi, Thank you so much for your response. One more question: when you say Condition: OnQueueChangeFromaAToB (write it yourself ;)) Action: CreateTicket (a built in action) Could I do that through the User Defined conditions and actions in the User Interface? for the condition, yes, you have to write it as UserDefined. for the action, it should be already there. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
