[rt-users] Adding Element to provide easy custom field searches
Hi, We have a non-technical group who need to search RT for custom fields, and putting customfield1:5 in the top search box is too much for them. We'd like to add a new element on the At A Glance page to have something like: CustomField1 [...] [Search] CustomField2 [...] [Search] The Search buttons would direct to a search where the custom field was = the input value. I'm just not sure where to start adding a new element. Anyone have an example or pointers? Chad Osmond chad.osm...@compfitness.commailto:chad.osm...@compfitness.com Technical Support Compfitness - Keeping your Computer Systems in Shape! 905-443-3171 work - 905-447-6485 mobile
Re: [rt-users] '--' in request cuts off history when replying?
Still having this problem, even with all modifications removed. The only changes made were local file overrides on MessageBox changing the original signature -- from: $signature = -- \n. $text; to: $signature = \n\n\n-- \n. $text . \n\n; And the order of elements in the textarea -- from: % $Default || '' %% $message %% $signature %/textarea to: % $Default || '' %% $signature %% $message %/textarea -- View this message in context: http://requesttracker.8502.n7.nabble.com/in-request-cuts-off-history-when-replying-tp54420p54428.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Possible to lock tickets ?
Hello, We wish to lock tickets so that they can not be reopen by email once we have decided they are resolved and locked (manually). I think we can't prevent the reopening with a scrip but can we do this via lifecycles ? Thanks, JC
Re: [rt-users] Organisation/User Links
On Tue, Jun 25, 2013 at 11:16:56AM +1000, Adam Thick wrote: I work in an organisation using Request Tracker extensively for client and internal communication. We currently have a custom field on our queues which allow linking of tickets to client/organisations but I cannot apply this custom field to the users entity as well… I'd like one datasource for client information and would like to be able to link to this custom field from both users and tickets. I have a few questions relating to this, has anyone come up with a way to apply a custom field to both tickets and users? At this time, you cannot apply the same custom field to Users and Tickets. In the past, I've seen this done a number of way. The user contains the definitive list in a CF and the Ticket has a simple enter-one CF that copies the value from the User using a Scrip. Alternatively, both CFs are External Custom Fields backed from the same master customer list: http://bestpractical.com/rt/docs/latest/extending/external_custom_fields.html -kevin pgpx6WvXyzAm4.pgp Description: PGP signature
Re: [rt-users] Adding Element to provide easy custom field searches
On Tue, Jun 25, 2013 at 10:02:38AM -0400, Chad Osmond wrote: We have a non-technical group who need to search RT for custom fields, and putting customfield1:5 in the top search box is too much for them. We'd like to add a new element on the At A Glance page to have something like: CustomField1 [...] [Search] CustomField2 [...] [Search] The Search buttons would direct to a search where the custom field was = the input value. I'm just not sure where to start adding a new element. You can use a shorter word than customfield1: if that helps (but it may not). The simple search code in 4.0 is quite extensible. You start making a portlet for the homepage by copying something like the share/html/Elements/QuickCreate mason component to local/html/Elements/CustomSearch, hacking it to render the Custom Fields you want and then making it available to users to put on their homepages using the HomepageComponents configuration: http://bestpractical.com/rt/docs/latest/RT_Config.html#HomepageComponents -kevin pgpHhs_5oL3Ff.pgp Description: PGP signature
Re: [rt-users] Changing the lifecycles __maps__
On Mon, Jun 24, 2013 at 01:59:19PM -0700, Landon wrote:
Would this be acceptable as a new configuration?
Set(%Lifecycles
__maps__ = {
'from SC-ABUS - to Incident Reports' = {
'open' = 'open',
'resolved' = 'resolved',
'new' = 'new',
'stalled' = 'stalled',
'deleted' = 'rejected'
} );
Ignoring the fact that you're missing a comma and a closing }, it's
quite easy to add your sample to an RT_SiteConfig.pm and then go to
https://you.rt.server/Admin/Tools/Configuration.html to see what RT
parsed as your lifecycle config.
In general, top level keys do not need to be copied (so if you're not
changing general you don't have to copy it) but if you're changing
something inside general, you *do* have to copy it.
-kevin
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Re: [rt-users] Changing the lifecycles __maps__
On 25 June 2013 09:29, Kevin Falcone falc...@bestpractical.com wrote: Ignoring the fact that you're missing a comma and a closing }, it's quite easy to add your sample to an RT_SiteConfig.pm and then go to https://you.rt.server/Admin/Tools/Configuration.html to see what RT parsed as your lifecycle config. In general, top level keys do not need to be copied (so if you're not changing general you don't have to copy it) but if you're changing something inside general, you *do* have to copy it. I was unaware of that URL until now. Thank you and looking back the closing } and comma are pretty obvious to me LOL Thank you. -- Landon Stewart landonstew...@gmail.com
Re: [rt-users] Possible to lock tickets ?
On Tue, Jun 25, 2013 at 05:29:39PM +0200, Jean-Christophe Boggio wrote: We wish to lock tickets so that they can not be reopen by email once we have decided they are resolved and locked (manually). I think we can't prevent the reopening with a scrip but can we do this via lifecycles ? You can turn off re-opening entirely by disabling the On Correspond open Tickets Scrip that RT ships. There is an extension to this in a time-based manner: https://metacpan.org/module/RT::Extension::RepliesToResolved You could also use it to say that once a ticket moves manually to the 'really closed' status, never allow the ticket to be reopened using that extension. https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/etc/RepliesToResolved_Config.pm Technically you could define a lifecycle status that has no transition to an active status, but that means you'll never be able to re-open the ticket even manually. -kevin pgprZLljLldkm.pgp Description: PGP signature
[rt-users] External Authentication
Has anyone configures RT to authenticate against MSSQL using SHA1 or SHA256? If so, can someone post some sample configs? Thanks in advance for the help. -- View this message in context: http://requesttracker.8502.n7.nabble.com/External-Authentication-tp54436.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Alter From field in template
Hi there,we currently have several queues each responding to a different e-mail
address.
However, all replies come via the generic support e-mail address.
I tried editing the template to do this. In the template the first part
changes, successfully, the Subject of a message according to the queue.
What happens is:
- if I only leave the part of the script for Subject, this works as expected
- if I add the part of the script to change the From field, both don't work.
Any idea?
The structure of my script follows.
Many thanks,
Giuseppe
Subject: { if ($Ticket-QueueObj-Name eq 'Z')
{ Z Support Job Logged: . $Ticket-Subject .
Thank you for contacting Z.
-
Initial request details:
. $Transaction-Content .
;}
elsif ($Ticket-QueueObj-Name eq 'W')
{...}
From: { if ($Ticket-QueueObj-Name eq 'Z')
{ z...@sgul.ac.uk;}
elsif ($Ticket-QueueObj-Name eq 'W')
{ w...@sgul.ac.uk;}
else
{ supp...@sgul.ac.uk;
}
--
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
Re: [rt-users] Possible to lock tickets ?
You can turn off re-opening entirely by disabling the On Correspond open Tickets Scrip that RT ships. Looks nice and simple. There is an extension to this in a time-based manner: You could also use it to say that once a ticket moves manually to the 'really closed' status, never allow the ticket to be reopened using that extension. So many options. Thanks a lot for your help.
Re: [rt-users] Alter From field in template
On Tue, Jun 25, 2013 at 06:45:14PM +0100, Giuseppe Sollazzo wrote:
Hi there,
we currently have several queues each responding to a different e-mail
address.
However, all replies come via the generic support e-mail address.
I tried editing the template to do this. In the template the first part
changes, successfully,
the Subject of a message according to the queue.
What happens is:
- if I only leave the part of the script for Subject, this works as
expected
- if I add the part of the script to change the From field, both don't
work.
The structure of my script follows.
I'm assuming everywhere you say Script you mean Template.
If you want to change headers, they have to go at the top. Look at
your code, it inserts a newline and $Transaction-Content.
I'm betting the mail goes out with a trailing From: at the bottom.
Put your From: first. Templates are like emails, Headers, blank line,
body.
Subject: { if ($Ticket-QueueObj-Name eq 'Z')
{ Z Support Job Logged: . $Ticket-Subject .
Thank you for contacting Z.
-
Initial request details:
. $Transaction-Content .
;}
elsif ($Ticket-QueueObj-Name eq 'W')
{...}
From: { if ($Ticket-QueueObj-Name eq 'Z')
{ z...@sgul.ac.uk;}
elsif ($Ticket-QueueObj-Name eq 'W')
{ w...@sgul.ac.uk;}
else
{ supp...@sgul.ac.uk;
}
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Re: [rt-users] CustomField Transactions Options?
Hi mloughran,
On 6/24/13 5:58 PM, Emmanuel Lacour wrote:
On Mon, Jun 24, 2013 at 08:26:53AM -0700, namespace wrote:
I have a custom field entry that when selected, I want to automatically add a
watcher to the ticket in question. As it stands, this CustomField called
*'Service Type'* has an entry for PO's that when selected should add
'purchas...@fibermedia.net' as a watcher without having the operator
manually add the entry. I don't see anywhere in the customfield options to
add a watcher, only to notify existing individuals associated with the
ticket. Anyone got any input on this?
I ran into a quite similar case just a few months ago.
You have to do this with a scrip.
Our Custom Condition Code checks if the customfield 'Severity' is changed:
return 0 unless $self-TransactionObj-Type eq 'CustomField';
my $cf = RT::CustomField-new( $self-CurrentUser );
$cf-SetContextObject( $self-TransactionObj );
$cf-Load( $self-TransactionObj-Field );
return 1 if $cf-Name() eq 'Severity';
return 0;
And for our custom action prepare (or cleanup, I never know which to pick):
for ($self-TransactionObj-NewValue) {
if (m/^Major$/) {
$self-TicketObj-AddWatcher(Type = 'Requestor', Email =
'major-incident@name.local');
}
elsif (m/^Critical$/) {
$self-TicketObj-AddWatcher(Type = 'Requestor', Email =
'critical-incident@name.local');
}
}
for ($self-TransactionObj-OldValue) {
if ( m/^Critical$/ ) {
$self-TicketObj-DeleteWatcher(Type = 'Requestor', Email =
'critical-incident@name.local');
}
elsif ( m/^Major$/ ) {
$self-TicketObj-DeleteWatcher(Type = 'Requestor', Email =
'major-incident@name.local');
}
}
return 1;
The added (or removed) watcher addresses expand to SMS in this case.
Regards,
Kai
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Description: OpenPGP digital signature
Re: [rt-users] External Authentication
Here is an update
Config being used.
#Testing SQL Connection
'Connect_MSSQL' = { ## GENERIC SECTION
'type' = 'db',
'server'= '192.168.***.***,
'database' = 'TheDataBase',
'table' = 'TheTable',
'user' = 'UserWithReadAccess',
'pass' = 'PasswordToAboveUser',
'port' = 'MSSQLDefaultPort',
'dbi_driver'= 'DBI_ODBC',
'u_field' = 'Email',
'p_field' = 'password',
'p_enc_pkg' = 'Digest::SHA1',
'p_enc_sub' = 'password',
'd_field' = 'disabled',
'd_values' = ['0'],
'attr_match_list' = [ 'Gecos'
],
'attr_map' = { 'Name' = 'Firstname',
'EmailAddress' = 'Email',
'ExternalAuthId' = 'Email',
'Gecos' = 'Email'
}
},
Getting following error
[Tue Jun 25 20:32:34 2013] [debug]: Attempting to use external auth service:
Connect__MSSQL
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186)
[Tue Jun 25 20:32:34 2013] [debug]: Calling UserExists with $username
(bba...@copesan.com) and $service (Connect__MSSQL)
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:227)
[Tue Jun 25 20:32:34 2013] [debug]: Invalid service type for UserExists:
Connect__MSSQL
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:490)
Thanks in advance for the help
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/External-Authentication-tp54436p54441.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] CustomField Transactions Options?
On 06/25/2013 01:22 PM, Kai Storbeck wrote: And for our custom action prepare (or cleanup, I never know which to pick): Prepare should be used to do any work needed to do the action's business, or to check some further conditions (depends on the action). No changes should ever be made in prepare since it may be called more than once. All changes should happen in cleanup (which is renamed to commit in 4.2).
Re: [rt-users] External Authentication
On 06/25/2013 01:39 PM, bba...@copesan.com wrote:
'Connect_MSSQL' = { ## GENERIC SECTION
Typo. Compare above to message below.
[Tue Jun 25 20:32:34 2013] [debug]: Invalid service type for UserExists:
Connect__MSSQL
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:490)
Re: [rt-users] External Authentication
On 06/25/2013 01:45 PM, Bryon Baker wrote: Not a typo I am trying to us a Microsoft SQL database not MySQL. Please keep replies on the list. And look more closely at what you typed. One has a single underscore, the other two. I know you're using MSSQL not MySQL.
Re: [rt-users] External Authentication
Sorry I screwed on both. Made change and now I get the following messages. LDAP works by the way. [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_MSSQL (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_LDAP (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, June 25, 2013 3:48 PM To: RT Users Subject: Re: [rt-users] External Authentication On 06/25/2013 01:45 PM, Bryon Baker wrote: Not a typo I am trying to us a Microsoft SQL database not MySQL. Please keep replies on the list. And look more closely at what you typed. One has a single underscore, the other two. I know you're using MSSQL not MySQL.
[rt-users] Unprivileged/Self-Serve users unable to view Custom Fields
Hi, I want everyone so see custom fields, including Self-Serve requesters. I'm running RT 4.0.8 on CentOS 6.2/Apache2.2.24/Postfix-2.2.6. I have everything set up and have implelented some custom fields through the Custom Fields menu. Administrators can see custom fields fine. But unpriviliged users (externally authenticated users in CAS created at their first login cannot. I have Globalm Everyone and Unpriviliged General Rights - SeeCustomField , Custom Fields-Everyone/Unprivileged still no luck. Strangely enough only one user who used to be priviliged/administrator but now is unpriviliged can see custom fields. -- 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.
Re: [rt-users] External Authentication
On 06/25/2013 02:05 PM, Bryon Baker wrote: Sorry I screwed on both. Made change and now I get the following messages. LDAP works by the way. [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_MSSQL (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) [Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth service: Connect_LDAP (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186) [Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test with. Nexting (/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214) [Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) This means that your MSSQL auth source didn't find a user, so it moved on to your LDAP source where it also didn't find a user (presumably because some users are in MSSQL and others are in LDAP).
Re: [rt-users] External Authentication
I change the dbi_Driver option to ODBC. Now I get the following error
[Tue Jun 25 21:21:29 2013] [error]: DBI
connect('database=RapidTrax6a;host=192.168.250.29;port=1433','HelpDeskOTRS',...)
failed: [unixODBC][Driver Manager]Data source name not found, and no default
driver specified (SQL-IM002) at
/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth/DBI.pm line 446.
Odbc Information
linux-jrlt:~ # perl -MDBD::ODBC -e 'print $DBD::ODBC::VERSION;'
1.33
linux-jrlt:~ # perl -MDBI -e 'DBI-installed_versions;'
Perl: 5.016002(x86_64-linux-thread-multi)
OS : linux (3.4.6-2.10-xen)
DBI : 1.627
DBD::mysql : 4.021
DBD::Sponge : 12.010002
DBD::Proxy : 0.2004
DBD::ODBC : 1.33
DBD::Gofer : 0.015326
DBD::File : 0.41
DBD::ExampleP : 12.014310
DBD::DBM: 0.08
Still don't know what I am missing.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, June 25, 2013 4:12 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] External Authentication
On 06/25/2013 02:05 PM, Bryon Baker wrote:
Sorry I screwed on both.
Made change and now I get the following messages. LDAP works by the way.
[Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth
service: Connect_MSSQL
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186)
[Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test
with. Nexting
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214)
[Tue Jun 25 20:58:13 2013] [debug]: Attempting to use external auth
service: Connect_LDAP
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:186)
[Tue Jun 25 20:58:13 2013] [debug]: SSO Failed and no user to test
with. Nexting
(/usr/lib/perl5/vendor_perl/5.16.2/RT/Authen/ExternalAuth.pm:214)
[Tue Jun 25 20:58:13 2013] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/
Elements/DoAuth:11)
This means that your MSSQL auth source didn't find a user, so it moved on to
your LDAP source where it also didn't find a user (presumably because some
users are in MSSQL and others are in LDAP).
