[rt-users] Enforcing uniqueness on Custom Field values?

[Riggle, Kevin]

Hi all,

Is there a way to ensure that multiply-valued Custom Fields (eg. a "Enter
multiple values" CF) don't end up with duplicate entries?

What I'm trying to do more broadly:  I have another ticketing system I'm
integrating with, and a single RT ticket can be associated with multiple
tickets in this other system.  I've added its subject tag to
$ExtractSubjectTagMatch, but I also want to have an easy link to go visit
the other ticket.  I've created a CF with the right URL pattern, and I'm
using a patched version of RT::Extension::ExtractCustomFieldValues to pull
the subject tags into the CF, but if a new message comes in which adds a
new subject tag, the earlier subject tags get added again.

I can further hack RT::Extension::ExtractCustomFieldValues to ensure
uniqueness on insertion, but this seems like something which might be
better enforced at the CF level ("Enter multiple unique values").  Is
there a way to do that?  Or, is there a better way to solve my larger
problem of links to the other ticketing system?

- Kevin

Re: [rt-users] External Auth config with RT on Debian

[Nathan Cutler]

> After opening up the permissions on the directory where the External Auth 
> Plugin lives (/usr/local/share/request-tracker4/) to my apache user I am now 
> able to get logged into RT with a AD user! Prior to doing this root owned 
> all these directories with only read permissions..

Excellent news.

> And looking at the logs I am now seeing a ton of chatter relating to this. 
> Thanks for all your help.

If you change the loglevel to "info" the amount of chatter goes way
down and you still get useful information.

Nathan

Re: [rt-users] External Auth config with RT on Debian

[Jeff Solberg]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA256

After opening up the permissions on the directory where the External Auth 
Plugin lives (/usr/local/share/request-tracker4/) to my apache user I am now 
able to get logged into RT with a AD user! Prior to doing this root owned 
all these directories with only read permissions..

And looking at the logs I am now seeing a ton of chatter relating to this. 
Thanks for all your help.

Jeff


- -Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 02, 2013 1:24 PM
To: rt-users@lists.bestpractical.com
Subject: [secure] Re: [rt-users] External Auth config with RT on Debian
Sensitivity: Confidential

* PGP Signed by an unknown key

On Tue, Jul 02, 2013 at 05:22:32PM +, Jeff Solberg wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA256
> 
> Kevin,
> 
> In System Configuration in the Web UI I show the following being read in RT. 
> 
> LogToFile 'debug' site config
> LogToFileNamed'rt.log'site config
> LogToScreen   'debug' site config
> LogToSyslog   ''  site config
> Plugins   'RT::Authen::ExternalAuth'  site config
> 
> Then under loaded Perl Modules I see
> 
> RT::Authen::ExternalAuth  0.16
> /usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> 
> I would definably agree with you that the plugin is not being run because I 
> have done TCP Packet dumps as I was logging in and there is no activity being 
> sent to my LDAP Server/DC. Oddly enough one would think that with the 
> debugging set it would be telling me something. As I stated earlier the only 
> message being logged in RT.LOG is the FAILED LOGON message. I will look at 
> the permissions on the plugin. Should it be readable by www-data? Thanks 
> again for your help on this. I really need to get this working so I can then 
> move on to the next phase and tailor it to my companies needs.

It should be readable by the user your webserver runs as.
Clearly the perl module loads, but the Mason components (under the html 
directory in the plugin) don't seem to be running.

There will be no extra debugging unless the plugin is running.

- -kevin

* Unknown Key
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Re: [rt-users] Custom RTIR Action but rt-crontool can't seem to find it

[Landon]

On 2 July 2013 13:27, Kevin Falcone  wrote:

> My random guesses would be that the file has the wrong package,
> doesn't return a true value or otherwise fails to compile.
>
> If you open up rt-crontool and look right above line 304, it's doing a
> simple 'require' of the module.  If RT::Action::RTIR_CustomFindIP
> works, then it isn't a library path problem, which means it's
> likely something wrong with your perl module.
>
>
Thank you Kevin - that was the mystery which wasn't much of a mystery at
all.  It works now after I fixed the custom module up.


-- 
Landon Stewart 

Re: [rt-users] External Auth config with RT on Debian

[Nathan Cutler]

> I have ran into a wits end situation
...

Apologize in advance if you've already looked into this possibility:

> 'attr_match_list' => [
> 'Name',
> 'EmailAddress',
> 'RealName',
> ],

Have you checked if this is really what you want? Quoting from Thomas
Sibley's documentation for the ExternAuth module at:

http://search.cpan.org/~tsibley/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm

" Once installed, you should view the file:

3.4/3.6 $RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm 3.8
$RTHOME/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm "

Quoting from that file:

## RT ATTRIBUTE MATCHING SECTION
# The list of RT attributes that uniquely identify a user
# This example shows what you *can* specify.. I recommend reducing this
# to just the Name and EmailAddress to save encountering problems later.

So, my question is: have you tried reducing attr_match_list?  (Again,
sorry if you did and I just missed it.)

Nathan

[rt-users] Can you run RT on the same server as Twiki?

[Sherri McGurnaghan]

Hi Thomas

That worked! Thank you so much! Now we only have to worry about trying to 
configure fetchmail config!

We will def make the changes to the memory - we have been so focused on the 
fact that we could not even get them running together that we have not 
evaluated it yet.

Thank you again.
Sherri


Message: 10
Date: Tue, 02 Jul 2013 12:04:04 -0700
From: Thomas Sibley 
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Can you run RT on the same server as Twiki?
Message-ID: <51d32424.9060...@bestpractical.com>
Content-Type: text/plain; charset=UTF-8

On 07/02/2013 11:42 AM, Sherri McGurnaghan wrote:
> [crit]: Something went wrong while trying to run RT's standalone web server:
> 
> Can't locate FCGI.pm in @INC (@INC contains:
> /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib 
> /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 
> /usr/share/perl/5.14 /usr/local/lib/site_perl .) at 
> /usr/share/perl5/Plack/Handler/FCGI.pm
> line 8.

You need to install the FCGI Perl module.  Since you appear to be using the 
Ubuntu packages and the system perl, try this:

   apt-get install libfcgi-perl

It should have been installed when you installed the Ubuntu package, since 
request-tracker4 depends on libhtml-mason-perl which depends on libfcgi-perl.

RT's standard configure script during a tarball install has an 
--with-web-handler=fastcgi to ensure this dep is present.

> So I am at a loss as what to do next. Maybe the two can?t run on the 
> same server? Any help / guidance would be appreciated.

They can run just fine together, however:

> FYI:
> 
> * OS and version - Ubuntu 12.04
> * Memory - 1 GB   
> * Disk   - 10 GB
> * Processor  - Intel(R) Xeon(TM) CPU 3.40GHz
> * Database and version - MySQL version 5.5.29
> * Apache version   - Apache version 2.2.22  

That's a tiny amount of memory for an RT server which also hosts the database 
on the same machine.  You'll want to tune MySQL and Apache so they can't swap 
death.

Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules

[Jeff Solberg]

Thanks Nathan. I apologize for not seeing that these responses were only 
directed at you and not the list. Sigh. I will try to find time here shortly to 
sit down and configure the LDAPImport and see if I have any success getting it 
doing the right thing. I will post my results. Again, thanks for all your help.

Jeff

-Original Message-
From: Nathan Cutler [mailto:presnyprek...@gmail.com] 
Sent: Tuesday, July 02, 2013 1:30 PM
To: Jeff Solberg
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin 
modules

> The RT Server itself is bound by LDAP Authentication using libpam-ldap 
> modules. So Active Directory Authentication is defiantly working as I am 
> logging into this machine with my AD creds. It is binding using the same 
> username and password that I have in my RT External Auth config. I haven’t 
> setup the RT-Extension-LDAP module yet. I just wanted to get some insite on 
> how it worked compared to the other. Will this module work standalone or do 
> you have to use it in conjunction with the RT External Auth plugin?

Hi Jeff:

(Be sure to reply to the list)

As Kevin just wrote, LDAPImport is useless for authentication, so you would 
only want to use it if you need to get info (not passwords) for a bunch of 
users into the RT database all at once. The reason why I recommended it was 
that "bind w/password" might be more difficult to get working than "anonymous 
bind", which is what LDAPImport uses. So LDAPImport might be a stepping stone 
to ExternAuth.

Just an idea.

[rt-users] Change ordering of queues (alphabetical order by default) in SelfService "Create a ticket"

[Duncan Napier]

Hi,

We use self-service and allow users to create new tickets on our RT Website. 
When they go to create a new ticket, they are shown a list of queues available 
to them and click on the queue of their choice. The queues are listed in 
alphabetical order. Is there a way to put one queue - the one that is the most 
probable/popular - at the the top of the list, and out of the alphabetical 
order? 


-- 

 Regards,

 Duncan.

Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules

[Nathan Cutler]

> The RT Server itself is bound by LDAP Authentication using libpam-ldap 
> modules. So Active Directory Authentication is defiantly working as I am 
> logging into this machine with my AD creds. It is binding using the same 
> username and password that I have in my RT External Auth config. I haven’t 
> setup the RT-Extension-LDAP module yet. I just wanted to get some insite on 
> how it worked compared to the other. Will this module work standalone or do 
> you have to use it in conjunction with the RT External Auth plugin?

Hi Jeff:

(Be sure to reply to the list)

As Kevin just wrote, LDAPImport is useless for authentication, so you
would only want to use it if you need to get info (not passwords) for
a bunch of users into the RT database all at once. The reason why I
recommended it was that "bind w/password" might be more difficult to
get working than "anonymous bind", which is what LDAPImport uses. So
LDAPImport might be a stepping stone to ExternAuth.

Just an idea.

Re: [rt-users] Custom RTIR Action but rt-crontool can't seem to find it

[Kevin Falcone]

On Tue, Jul 02, 2013 at 01:13:15PM -0700, Landon wrote:
>Hello,
>I've copied RTIR_FindIP.pm to RTIR_CustomFindIP.pm, edited the package 
> name within the file
>and modified the ScripActions table entry and rt-crontool finds it without 
> a problem.
>But I have a problem with a new one. I've created a new RTIR_Classify.pm 
> and modified the
>package in the file and added it to ScripActions using 
> "sbin/rt-setup-database --action insert
>--datafile ." and I can see it listed there but rt-crontool cannot find it.
># stat /opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm
>File: `/opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm'
>Size: 815   Blocks: 8 IO Block: 4096 regular file
>Device: ca06h/51718dInode: 23197 Links: 1
>Access: (0444/-r--r--r--) Uid: ( 0/ root) Gid: ( 0/ root)
>Access: 2013-07-02 15:53:56.305283436 -0400
>Modify: 2013-07-02 15:53:56.305283436 -0400
>Change: 2013-07-02 15:57:15.078335450 -0400
>mysql> SELECT * FROM ScripActions WHERE ExecModule = "RTIR_Classify";
>
> +++--+---+--+-+-+---+-+
>| id | Name | Description | ExecModule | Argument | Creator | Created | 
> LastUpdatedBy |
>LastUpdated |
>
> +++--+---+--+-+-+---+-+
>| 47 | RTIR Classify Tickets | Classifies and prioritize tickets based on 
> their content |
>RTIR_Classify | NULL | 1 | 2013-07-02 19:37:05 | 1 | 2013-07-02 19:37:05 |
>
> +++--+---+--+-+-+---+-+
>1 row in set (0.00 sec)
># /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \
>--search-arg "Incident Reports" --action RT::Action::RTIR_Classify \
>--transaction all --verbose
>Failed to load module RT::Action::RTIR_Classify. () at 
> /opt/rt4/bin/rt-crontool line 304.
>Hr . What am I missing? What do I not know about the magic of RTIR 
> here? Again, the copied
>RTIR_CustomFindIP.pm gets found without a problem and works like a champ.

My random guesses would be that the file has the wrong package,
doesn't return a true value or otherwise fails to compile.

If you open up rt-crontool and look right above line 304, it's doing a
simple 'require' of the module.  If RT::Action::RTIR_CustomFindIP
works, then it isn't a library path problem, which means it's
likely something wrong with your perl module.

-kevin


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Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules

[Jeff Solberg]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA256

Thanks Kevin. I will continue to debug the External Auth road. I am starting to 
think that it is a permission issue like you have mentioned. I apologize how 
this has morphed into 2 threads.

Jeff

- -Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 02, 2013 1:25 PM
To: rt-users@lists.bestpractical.com
Subject: [secure] Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth 
plugin modules
Sensitivity: Confidential

* PGP Signed by an unknown key

On Tue, Jul 02, 2013 at 04:57:33PM +, Jeff Solberg wrote:
>Since I was unable to get the RT External Auth setup working with my 
> Active Directory
>Environment I have been looking at other solutions in getting my AD users 
> logging into RT. I
>have seen you can use Apache to handle Authentication but that method 
> really doesn't look all
>that attractive to me. I have now seen there is an LDAP import tool that 
> can import users in
>RT. Can this tool import the users from my Active Directory Server and 
> when they go to login
>will it look to the LDAP server to validate the users password? Or does it 
> store everything
>local in the MYSQL Database? In a perfect world I would get the External 
> Auth working but I
>for the life of me cannot pinpoint the disconnect that is in place. Please 
> any advice on this
>would be grateful . Thanks.

RT-Extension-LDAPImport imports users and metadata, it does not import 
passwords and cannot be used to implement authentication.

- -kevin

* Unknown Key
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Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules

[Kevin Falcone]

On Tue, Jul 02, 2013 at 04:57:33PM +, Jeff Solberg wrote:
>Since I was unable to get the RT External Auth setup working with my 
> Active Directory
>Environment I have been looking at other solutions in getting my AD users 
> logging into RT. I
>have seen you can use Apache to handle Authentication but that method 
> really doesn't look all
>that attractive to me. I have now seen there is an LDAP import tool that 
> can import users in
>RT. Can this tool import the users from my Active Directory Server and 
> when they go to login
>will it look to the LDAP server to validate the users password? Or does it 
> store everything
>local in the MYSQL Database? In a perfect world I would get the External 
> Auth working but I
>for the life of me cannot pinpoint the disconnect that is in place. Please 
> any advice on this
>would be grateful . Thanks.

RT-Extension-LDAPImport imports users and metadata, it does not
import passwords and cannot be used to implement authentication.

-kevin


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Re: [rt-users] How to modify/get rid of Custom Field Label

[Duncan Napier]

Thanks! Custom en.po did the trick!

Duncan. 

-

Date: Thu, 27 Jun 2013 16:03:27 -0400
From: Kevin Falcone 
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to modify/get rid of Custom Field Label
"Input must match [Mandatory]"
Message-ID: <20130627200327.gs71...@jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Thu, Jun 27, 2013 at 07:00:38AM -0700, Duncan Napier wrote:
> The label is cryptic and confusing to my end-users. I don't really need any 
> regular expressions (other than the standard checks for escape or overflow 
> inputs) as users input their supervisor/dept in one mandatory custom field 
> and their location in a second. I've looked around at suggestions this 
> maillist and at the code in
>
> rt/local/lib/RT/CustomField.pm
>
> I don't want to change any functionality within the module - it seems to be a 
> whole lot of questionable modification to change a trivial label. Any 
> suggestions?

To hide it, use the css class on that div.
To change it, make a custom en.po with something like

msgid "Input must match %1"
msgstr "Enter something"

-kevin

-- 

 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 Auth config with RT on Debian

[Kevin Falcone]

On Tue, Jul 02, 2013 at 05:22:32PM +, Jeff Solberg wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA256
> 
> Kevin,
> 
> In System Configuration in the Web UI I show the following being read in RT. 
> 
> LogToFile 'debug' site config
> LogToFileNamed'rt.log'site config
> LogToScreen   'debug' site config
> LogToSyslog   ''  site config
> Plugins   'RT::Authen::ExternalAuth'  site config
> 
> Then under loaded Perl Modules I see
> 
> RT::Authen::ExternalAuth  0.16
> /usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> 
> I would definably agree with you that the plugin is not being run because I 
> have done TCP Packet dumps as I was logging in and there is no activity being 
> sent to my LDAP Server/DC. Oddly enough one would think that with the 
> debugging set it would be telling me something. As I stated earlier the only 
> message being logged in RT.LOG is the FAILED LOGON message. I will look at 
> the permissions on the plugin. Should it be readable by www-data? Thanks 
> again for your help on this. I really need to get this working so I can then 
> move on to the next phase and tailor it to my companies needs.

It should be readable by the user your webserver runs as.
Clearly the perl module loads, but the Mason components (under the
html directory in the plugin) don't seem to be running.

There will be no extra debugging unless the plugin is running.

-kevin


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Re: [rt-users] Comment notification e-mails dropping characters

[Kevin Falcone]

On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote:
> 
> 
>We've noticed a problem on our helpdesk recently, where e-mailed 
> notifications of new comments
>are loosing letters in their subject lines!

As an Admin - go check your Admin Comment Template
Tools -> Configuration -> Global -> Templates

Show us the contents.

You should also check for queue level templates.  I expect a mis-edit
or a mis-upgrade of some kind.

-kevin

> 
>Some examples are:
> 
> 
> 
>[Comment] Missig Ev Rpr
> 
>should be: [Comment] Missing Event Report
> 
> 
> 
>[Comment] Vhicl Rd ha ar du PMI
> 
>should be: [Comment] Vehicles Rented that are due PMI
> 
> 
> 
>but, the outgoing e-mail event item from within the ticket shows the 
> subject line as OK
> 
> 
> 
>Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI
> 
>  From: "James Green via RT" <>
> 
>  Reply-To:
> 
>  In-Reply-To: <515023e4.5090...@uk-cvs.com>
> 
>  References:  <515023E4.5090406@###>
> 
>  Message-ID: 
> 
>  Precedence: bulk
> 
>  X-RT-Loop-Prevention: CVS Helpdesk
> 
>  RT-Ticket: CVS Helpdesk #745
> 
>  Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/)
> 
>  We're currently running RT 4.0.12. I can't work out why this would be 
> happening at all :-( Please can someone help me out?
> 
>  Thanks in advance,
> 
>  Samuel (OrangutanClyde)


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[rt-users] Custom RTIR Action but rt-crontool can't seem to find it

[Landon]

Hello,

I've copied RTIR_FindIP.pm to RTIR_CustomFindIP.pm, edited the package name
within the file and modified the ScripActions table entry and rt-crontool
finds it without a problem.

But… I have a problem with a new one.  I've created a new RTIR_Classify.pm
and modified the package in the file and added it to ScripActions using
"sbin/rt-setup-database --action insert --datafile …." and I can see it
listed there but rt-crontool cannot find it.

# stat /opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm
  File: `/opt/rt4/local/plugins/RT-IR/lib/RT/Action/RTIR_Classify.pm'
  Size: 815   Blocks: 8  IO Block: 4096   regular file
Device: ca06h/51718d Inode: 23197   Links: 1
Access: (0444/-r--r--r--)  Uid: (0/root)   Gid: (0/root)
Access: 2013-07-02 15:53:56.305283436 -0400
Modify: 2013-07-02 15:53:56.305283436 -0400
Change: 2013-07-02 15:57:15.078335450 -0400


mysql> SELECT * FROM ScripActions WHERE ExecModule = "RTIR_Classify";
+++--+---+--+-+-+---+-+
| id | Name   | Description
 | ExecModule| Argument | Creator | Created
| LastUpdatedBy | LastUpdated |
+++--+---+--+-+-+---+-+
| 47 | RTIR Classify Tickets | Classifies and prioritize tickets based on
their content | RTIR_Classify | NULL |   1 | 2013-07-02 19:37:05 |
1 | 2013-07-02 19:37:05 |
+++--+---+--+-+-+---+-+
1 row in set (0.00 sec)


# /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \
--search-arg "Incident Reports" --action RT::Action::RTIR_Classify \
--transaction all --verbose
Failed to load module RT::Action::RTIR_Classify. () at
/opt/rt4/bin/rt-crontool line 304.

Hr….  What am I missing?  What do I not know about the magic of RTIR
here?  Again, the copied RTIR_CustomFindIP.pm gets found without a problem
and works like a champ.

-- 
Landon Stewart 

Re: [rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules

[Nathan Cutler]

> Since I was unable to get the RT External Auth setup working with my Active
> Directory Environment

Seems to me that if you can get RT::Extension::LDAPImport to work,
then you'll have a fighting chance of getting RT::Authen::ExternalAuth
to work as well. Please post to the list your working LDAPImport
config along with your non-working ExternalAuth config.

For me, before I was able to get ExternAuth working, I first had to
figure out how to bind to the LDAP server as a user (by providing that
user's password). Once I was able to bind using 'ldapsearch' from the
Linux command line, configuring ExternAuth was suddenly very easy.

Once you have it set up, ExternalAuth will automatically create/update
internal RT users for the LDAP users it authenticates, according to
the "attr_map" setting.

Re: [rt-users] RT Scrip

[Thomas Sibley]

On 07/02/2013 06:37 AM, Bryon Baker wrote:
> it would be nice if there was a place people could put their scrips.

A very good way to distribute custom scrips, actions, and conditions is
to package them up into proper Perl classes and put them in an extension
you publish to CPAN.  That way they're installable and versionable and
don't rely on error-prone copy and paste.

Re: [rt-users] Can you run RT on the same server as Twiki?

[Thomas Sibley]

On 07/02/2013 11:42 AM, Sherri McGurnaghan wrote:
> [crit]: Something went wrong while trying to run RT's standalone web server:
> 
> Can't locate FCGI.pm in @INC (@INC contains:
> /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib
> /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
> /usr/local/lib/site_perl .) at /usr/share/perl5/Plack/Handler/FCGI.pm
> line 8.

You need to install the FCGI Perl module.  Since you appear to be using
the Ubuntu packages and the system perl, try this:

   apt-get install libfcgi-perl

It should have been installed when you installed the Ubuntu package,
since request-tracker4 depends on libhtml-mason-perl which depends on
libfcgi-perl.

RT's standard configure script during a tarball install has an
--with-web-handler=fastcgi to ensure this dep is present.

> So I am at a loss as what to do next. Maybe the two can’t run on the
> same server? Any help / guidance would be appreciated.

They can run just fine together, however:

> FYI:
> 
> * OS and version - Ubuntu 12.04
> * Memory - 1 GB   
> * Disk   - 10 GB
> * Processor  - Intel(R) Xeon(TM) CPU 3.40GHz
> * Database and version - MySQL version 5.5.29
> * Apache version   - Apache version 2.2.22  

That's a tiny amount of memory for an RT server which also hosts the
database on the same machine.  You'll want to tune MySQL and Apache so
they can't swap death.

[rt-users] Can you run RT on the same server as Twiki?

[Sherri McGurnaghan]

Hi there,

I am new to the group and hope to do my best to properly explain / scope the 
issue we are running into. I have had previous experience working with RT at my 
old company and am very very anxious to get it working for a demo to get buy in 
from upper management to replace vTiger support queue. Having said that, I only 
have one server available to me to run both Twiki and RT4. It turns that Twiki 
requires taint mode which means we need to run RT under Apache via mod_fastcgi 
or mod_fastcgid instead of mod_perl.

We used this as our guide for installation: 
http://bestpractical.com/rt/docs/latest/web_deployment.html

So today when trying to get everything to work we receive the following error:

Error log /var/log/apache2/error.log

[notice] FastCGI: process manager initialized (pid 20507)  [warn] FastCGI: 
server "/usr/share/request-tracker4/libexec/rt-server.fcgi" started (pid 20508) 
 [notice] Apache/2.2.22 (Ubuntu) mod_fastcgi/mod_fastcgi-SNAP-0910052141 
PHP/5.3.10-1ubuntu3.5 with Suhosin-Patch mod_perl/2.0.5 Perl/v5.14.2 configured 
-- resuming normal operations
[crit]: Something went wrong while trying to run RT's standalone web server:
Can't locate FCGI.pm in @INC (@INC contains: 
/usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl 
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 
/usr/local/lib/site_perl .) at /usr/share/perl5/Plack/Handler/FCGI.pm line 8.
BEGIN failed--compilation aborted at /usr/share/perl5/Plack/Handler/FCGI.pm 
line 8.
Compilation failed in require at /usr/share/perl5/Plack/Util.pm line 22. 
(/usr/share/request-tracker4/lib/RT.pm:351)

I have tried to include apache2-fastcgi.conf in /etc/apache2/sites-available 
and apache2.conf

also I tried in

### 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 /rt/NoAuth/images/ /usr/share/request-tracker4/html/NoAuth/images
 ScriptAlias /rt /usr/share/request-tracker4/libexec/rt-server.fcgi


Order allow,deny
Allow from all

Options +ExecCGI
AddHandler fastcgi-script fcgi

 

So I am at a loss as what to do next. Maybe the two can't run on the same 
server? Any help / guidance would be appreciated.

FYI:
* OS and version - Ubuntu 12.04
* Memory - 1 GB
* Disk   - 10 GB
* Processor  - Intel(R) Xeon(TM) CPU 3.40GHz
* Database and version - MySQL version 5.5.29
* Apache version   - Apache version 2.2.22

Thank you,
Sherri

Re: [rt-users] RT Scrip

[Ram]

>
> From: Bryon Baker 
> Is there a library of RT-scrips?  If so where can I find it?
>

A few good sources:
-http://requesttracker.wikia.com  - just search for scrip for examples or
toss in a keyword related to your goal (e.g. requestor)
-http://bestpractical.com/rt/docs/4.0/  - reference docs; all the objects
(e.g. Ticket) which you may want to use in a scrip are documented

Here are some of the active RT maintainers on CPAN - they produce
extensions/plug-ins etc that may help:
-http://search.cpan.org/~falcone/
-http://search.cpan.org/~tsibley/

You can also just search CPAN for "RT" to get tons of results:
-search.cpan.org

Lastly but still quite tasty is the rt-users history - I use gossamer but
it's archived/indexed by other sites as wel
-http://www.gossamer-threads.com/lists/rt/users/

[rt-users] Could not load valid user - ExternalAuth

[Mike Johnson]

Hi all,

I need some help with understanding my setup :D It works for a good
majority of cases, but we want to do something new with AD and it's
breaking, and I think I assumed something about our setup that isn't quite
true... now I'm stuck on figuring out why my user isn't getting loaded.

We used Best Practical to help setup our ExternalAuth so that our LDAP
settings allowed emails from 2 types of emails to map to 1 RT account(don't
get me started on why people are potentially emailing from 2 accounts).

We had to ensure our AD had both email addresses listed, and we chose to
put them in the attribute mail, and pager respectively. Both emails will
end in @nosm.ca, but they are typically usern...@nosm.ca realn...@nosm.ca(ie.
aliases).

Anyway, our below $ExternalSettings works perfectly for the standard...

However, when we put a n...@nosm.ca email into either mail or pager, we are
getting a "Could not load a valid user" message and I'm not sure why...

Here is my settings(removed non-essential stuff like connection info, and
our ou structure/group names)
Set($ExternalSettings, {
   'NORMEDISA' =>  {
'type'  =>  'ldap',
'server'=>  'XXX.XXX.XXX.XXX',
'user'  =>  'XX',
'pass'  =>  'XX',
'base'  =>  'XX',
'filter'=>  '(&(objectCategory=User) (ObjectClass=Person))',
'd_filter'  =>
 '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'   =>  0,
'ssl_version'   =>  3,
'net_ldap_args' => [version =>  3   ],
'group' =>
'some_group',
'group_attr'=>  'member',
'attr_match_list' => [
'Name',
'EmailAddress',
],
'attr_map' =>  {
'Name'   => 'sAMAccountName',
'EmailAddress'   => ['mail', 'pager'],
'RealName'   => 'cn',
'ExternalAuthId' => 'sAMAccountName'
},
},
} );

The people that aren't getting in are ones that exist in AD, but don't have
an RT account. The AD account either has mail or pager, or both, and one of
them has a n...@nosm.ca value in one of those attributes.

I'm not sure where it's breaking...

Any thoughts?
Mike.
-- 
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] Setting owner when creating ticket

[jmalhi]

I have setup two queue's "General" and "Supplies". I have created two groups
"General staff" and "Supplies Staff" which include one Privileged user each.
My issue is that when a user belonging to General creates a ticket in
supplies queue, he is able set the owner which is what I don't want. Is that
the default behavior? so If users are privileged, they can set owner in any
queue when creating a ticket even if they don't belong to that queue in
anyway. What am I missing, please help. Thanks.

-Jazzi

Privileges granted:
General queue:
 - Everyone: none
 - Privileged: CreateTicket and SeeQueue
 - Unprivileged: CreateTicket and SeeQueue
Roles:
 - AdminCc: ShowTicket
 - Cc: ShowTicket
 - Owner: ShowTicket
 - Requestor: ShowTicket
User Groups:
 - General Staff: CreateTicket, ReplyToTicket, ShowTicket, OwnTicket,
TakeTicket


Supplies queue:
 - Everyone: none
 - Privileged: CreateTicket and SeeQueue
 - Unprivileged: CreateTicket and SeeQueue
Roles:
 - AdminCc: ShowTicket
 - Cc: ShowTicket
 - Owner: ShowTicket
 - Requestor: ShowTicket
User Groups:
 - Supplies Staff: CreateTicket, ReplyToTicket, ShowTicket, OwnTicket,
TakeTicket

No global permissions are given to any group, role or user



--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Setting-owner-when-creating-ticket-tp54517.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] External Auth config with RT on Debian

[Jeff Solberg]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA256

Kevin,

In System Configuration in the Web UI I show the following being read in RT. 

LogToFile   'debug' site config
LogToFileNamed  'rt.log'site config
LogToScreen 'debug' site config
LogToSyslog ''  site config
Plugins 'RT::Authen::ExternalAuth'  site config

Then under loaded Perl Modules I see

RT::Authen::ExternalAuth0.16
/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm

I would definably agree with you that the plugin is not being run because I 
have done TCP Packet dumps as I was logging in and there is no activity being 
sent to my LDAP Server/DC. Oddly enough one would think that with the debugging 
set it would be telling me something. As I stated earlier the only message 
being logged in RT.LOG is the FAILED LOGON message. I will look at the 
permissions on the plugin. Should it be readable by www-data? Thanks again for 
your help on this. I really need to get this working so I can then move on to 
the next phase and tailor it to my companies needs.

Jeff


- -Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 02, 2013 10:05 AM
To: rt-users@lists.bestpractical.com
Subject: [secure] Re: [rt-users] External Auth config with RT on Debian
Sensitivity: Confidential

* PGP Signed by an unknown key

On Mon, Jul 01, 2013 at 05:59:53PM +, Jeff Solberg wrote:
> 
> Added the following to my site config:

Go back to the System Configuration page and confirm that you see these 
settings being read by RT.

If you have the Plugin installed, and the logging configured, then it isn't 
being run.  The next things to check are permissions.  Can the webserver read 
the callbacks provided by the extension and are they being run.

- -kevin

> #logging
> Set($LogToSyslog, '');
> Set($LogToScreen, 'debug');
> Set($LogToFile  , 'debug');
> Set($LogDir, '/var/log/request-tracker4');
> Set($LogToFileNamed , "rt.log");#log to rt.log
> 
> # end   /etc/request-tracker4/RT_SiteConfig.d/logging
> 
> And restarted apache2, I tried to log in with domain account and this 
> is what is being logged to rt.log
> 
> root@admin-rt4:/var/log/request-tracker4# cat rt.log [Mon Jul  1 
> 17:47:43 2013] [debug]: The RTAddressRegexp option is not set in the 
> config. Not setting this option results in additional SQL queries to 
> check whether each address belongs to RT or not. It is especially 
> important to set this option if RT recieves emails on addresses that 
> are not in the database or config. 
> (/usr/share/request-tracker4/lib/RT/Config.pm:454)
> [Mon Jul  1 17:47:43 2013] [warning]: The actual HTTP_HOST (admin-rt4) 
> does NOT match the configured WebDomain (localhost). Perhaps you 
> should Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise 
> your internal links may be broken. 
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194)
> [Mon Jul  1 17:47:50 2013] [error]: FAILED LOGIN for jsolberg from 
> 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740)
> [Mon Jul  1 17:49:46 2013] [info]: Successful login for root from 
> 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745)
> [Mon Jul  1 17:53:05 2013] [error]: FAILED LOGIN for 
> jsolb...@x.com from 10.10.30.63 
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740)
> 
> My guess is the debugging options is not telling us much :(
> 
> Jeff
> 
> 
> 
> - -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Monday, July 01, 2013 9:29 AM
> To: rt-users@lists.bestpractical.com
> Subject: [secure] Re: [rt-users] External Auth config with RT on 
> Debian
> Sensitivity: Confidential
> 
> > Old Signed by an unknown key
> 
> On Mon, Jul 01, 2013 at 04:24:51PM +, Jeff Solberg wrote:
> > > - -Original Message-
> > > From: rt-users-boun...@lists.bestpractical.com
> > > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
> > > Kevin Falcone
> > > Sent: Monday, July 01, 2013 9:14 AM
> > > To: rt-users@lists.bestpractical.com
> > > Subject: [secure] Re: [rt-users] External Auth config with RT on 
> > > Debian
> > > Sensitivity: Confidential
> > > 
> > > > Old Signed by an unknown key
> > > 
> > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote:
> > > > Default settings till here
> > > > #PLUGINS
> > > > Set( @Plugins, qw(RT::Authen::ExternalAuth));
> > > > 
> > > > #External Auth Settings
> > > > 
> > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); 
> > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); 
> > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 
> > > > 0); Set($ExternalSettings, {
> > > > 'My_LDAP'   =>  {
> > > > 'type'

Re: [rt-users] External Auth config with RT on Debian

[Kevin Falcone]

On Mon, Jul 01, 2013 at 05:59:53PM +, Jeff Solberg wrote:
> 
> Added the following to my site config:

Go back to the System Configuration page and confirm that you see
these settings being read by RT.

If you have the Plugin installed, and the logging configured, then it
isn't being run.  The next things to check are permissions.  Can the
webserver read the callbacks provided by the extension and are they
being run.

-kevin

> #logging
> Set($LogToSyslog, '');
> Set($LogToScreen, 'debug');
> Set($LogToFile  , 'debug');
> Set($LogDir, '/var/log/request-tracker4');
> Set($LogToFileNamed , "rt.log");#log to rt.log
> 
> # end   /etc/request-tracker4/RT_SiteConfig.d/logging
> 
> And restarted apache2, I tried to log in with domain account and this is what 
> is being logged to rt.log
> 
> root@admin-rt4:/var/log/request-tracker4# cat rt.log
> [Mon Jul  1 17:47:43 2013] [debug]: The RTAddressRegexp option is not set in 
> the config. Not setting this option results in additional SQL queries to 
> check whether each address belongs to RT or not. It is especially important 
> to set this option if RT recieves emails on addresses that are not in the 
> database or config. (/usr/share/request-tracker4/lib/RT/Config.pm:454)
> [Mon Jul  1 17:47:43 2013] [warning]: The actual HTTP_HOST (admin-rt4) does 
> NOT match the configured WebDomain (localhost). Perhaps you should 
> Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise your internal 
> links may be broken. 
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194)
> [Mon Jul  1 17:47:50 2013] [error]: FAILED LOGIN for jsolberg from 
> 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740)
> [Mon Jul  1 17:49:46 2013] [info]: Successful login for root from 10.10.30.63 
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745)
> [Mon Jul  1 17:53:05 2013] [error]: FAILED LOGIN for jsolb...@x.com from 
> 10.10.30.63 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740)
> 
> My guess is the debugging options is not telling us much :(
> 
> Jeff
> 
> 
> 
> - -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Monday, July 01, 2013 9:29 AM
> To: rt-users@lists.bestpractical.com
> Subject: [secure] Re: [rt-users] External Auth config with RT on Debian
> Sensitivity: Confidential
> 
> * PGP Signed by an unknown key
> 
> On Mon, Jul 01, 2013 at 04:24:51PM +, Jeff Solberg wrote:
> > > - -Original Message-
> > > From: rt-users-boun...@lists.bestpractical.com 
> > > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin 
> > > Falcone
> > > Sent: Monday, July 01, 2013 9:14 AM
> > > To: rt-users@lists.bestpractical.com
> > > Subject: [secure] Re: [rt-users] External Auth config with RT on 
> > > Debian
> > > Sensitivity: Confidential
> > > 
> > > > Old Signed by an unknown key
> > > 
> > > On Fri, Jun 28, 2013 at 12:29:22PM -0700, jsolberg wrote:
> > > > Default settings till here
> > > > #PLUGINS
> > > > Set( @Plugins, qw(RT::Authen::ExternalAuth));
> > > > 
> > > > #External Auth Settings
> > > > 
> > > > Set($ExternalAuthPriority, [ 'My_LDAP',] ); 
> > > > Set($ExternalInfoPriority, [ 'My_LDAP',] ); 
> > > > Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 
> > > > 0); Set($ExternalSettings, {
> > > > 'My_LDAP'   =>  {
> > > > 'type'  =>  'ldap',
> > > > 'server'=>  'dc2.xx.com',
> > > > 'user'  =>  'cn=Bind
> > > > Ldap,ou=User,Logins,dc=intrepidls,dc=com',
> > > > 'pass'=>  'xxx',
> > > > 'base'  =>  'dc=,dc=com',
> > > > 'filter'=> 
> > > > '(&(ObjectCategory=User)(ObjectClass=Person))',
> > > > 'd_filter'  => 
> > > > '(userAccountControl:1.2.840.113556.1.4.803=2)',
> > > > 'group' =>  'cn=Domain
> > > > Users,ou=Groups_Security,dc=x,dc=com',
> > > > 'group_attr'=>  'member',
> > > > 'tls'   =>  0,
> > > > 'ssl_version'   =>  3,
> > > > 'net_ldap_args' => [version =>  3, port => 3268 
> > > >   ],
> > > > 'group_scope'   =>  'base',
> > > > 'group_attr_value'  =>  'GROUP_ATTR_VALUE',
> > > > 'attr_match_list' => [
> > > > 'Name',
> > > > 'EmailAddress',
> > > > 'RealName',
> > > > ],
> > > > 'attr_map' => {
> > > > 'Name' => 'sAMAccountName',
> > > > 'EmailAddress' => 'mail',
> > > > 'Organization' => 'physicalDeliveryOfficeName',
> > > > 'RealName' => 'cn',
> > > > 'ExternalAuthId' => 'sAMAccountName',
> > > > 'Gecos' => 'sAMAccountName',
> > > >   

[rt-users] RT-Extension-LDAPImport vs RT External Auth plugin modules

[Jeff Solberg]

Since I was unable to get the RT External Auth setup working with my Active 
Directory Environment I have been looking at other solutions in getting my AD 
users logging into RT. I have seen you can use Apache to handle Authentication 
but that method really doesn't look all that attractive to me. I have now seen 
there is an LDAP import tool that can import users in RT. Can this tool import 
the users from my Active Directory Server and when they go to login will it 
look to the LDAP server to validate the users password? Or does it store 
everything local in the MYSQL Database? In a perfect world I would get the 
External Auth working but I for the life of me cannot pinpoint the disconnect 
that is in place. Please any advice on this would be grateful . Thanks.

Jeff

Re: [rt-users] How do you check the value of a Transaction CustomField

[Kevin Falcone]

On Tue, Jul 02, 2013 at 06:14:32AM -0700, scott.dalzell wrote:
> How do you check the value of a Transaction CustomField? 

Same way you would check it on a Ticket

$Ticket->FirstCustomFieldValue('Foo');
$Transaction->FirstCustomFieldValue('Foo');

FirstCustomFieldValue is an RT::Record method intentionally, since it
means any Record class that supports Custom Fields can use it.

http://bestpractical.com/rt/docs/latest/RT/Record.html#FirstCustomFieldValue-FIELD

> im looking to create a script that will check a CF on the ticket transaction
> and if it equals "Alert" it will set a Ticket CF to the same value.
> 
> This is to allow our in the field support teams to more easily highlight
> tickets to our main support team and to give a descrition of the issue. 

You might just want to expose the Ticket CF on the Update page
instead, but either way will work.

You can see code for adding CFs to the Reply/Comment page in the
RT-Extension-MandatoryOnTransition extension on CPAN/github.

-kevin


pgpGZuWp_M2sj.pgp
Description: PGP signature

[rt-users] Comment notification e-mails dropping characters

[Samuel Jones]

Hello guys!

We've noticed a problem on our helpdesk recently, where e-mailed notifications 
of new 
comments are loosing letters in their subject lines!

Some examples are:

[Comment] Missig Ev Rpr
should be: [Comment] Missing Event Report

[Comment] Vhicl Rd ha ar du PMI
should be: [Comment] Vehicles Rented that are due PMI

but, the outgoing e-mail event item from within the ticket shows the subject 
line as OK

Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI 
From: "James Green via RT" <>
Reply-To: 
In-Reply-To: <515023e4.5090...@uk-cvs.com>
References:  <515023E4.5090406@###>
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: CVS Helpdesk
RT-Ticket: CVS Helpdesk #745
Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/)

We're currently running RT 4.0.12. I can't work out why this would be happening 
at all :-( 
Please can someone help me out? 
Thanks in advance,
Samuel (OrangutanClyde)

[rt-users] Using same levels with different businesshours and response times in SLA

[Marcelo Terres]

Hello.

Is it possible to use the same level with different businesshours and
response times for different queues?

Example:

queue A - level Urgent - BusinessHours 8x5 - Response 60*2
queue B - level Urgent - BusinessHours 24x7 - Response 60*1

We don't want to create the same level many times (ex: Urgent_A,
Urgent_B) to reflect different attributes.

We were thinking about patching the extension to permit something like this:

%RT::ServiceAgreements = (
Default => 'Low',
QueueDefault => {
'queue_A' => 'High',
},
Levels => {
'Urgent' => {
Response => { BusinessMinutes => 60*4 },
},
'Urgent' => {
BusinessHours='8x5'
queue='queue_A',
Response => { BusinessMinutes => 60*2 },
},
'Urgent' => {
BusinessHours='24x7'
queue='queue_B',
Response => { BusinessMinutes => 60*1 },
},
},
);

It's just an example and other levels, like Low and High, are not
declared to simplify the code.

What do you think about it? Any ideas?

Regards,

--
Marcelo H. Terres
Propus Informática LTDA
http://www.propus.com.br

Re: [rt-users] RT Scrip

[Bryon Baker]

That the issue I have some ideas like routing tickets based on text.  But 
looking at what other people have done gives me ideas on how to extend the 
capabilities of RT.

I did look at this link
http://requesttracker.wikia.com/wiki/Contributions
which gave good information about how the scrips work but it would be nice if 
there was a place people could put their scrips.

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"

From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
Ruslan Zakirov
Sent: Tuesday, July 02, 2013 5:06 AM
To: Bryon Baker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Scrip

Not really. What are looking for?

On Tue, Jul 2, 2013 at 12:07 AM, Bryon Baker 
mailto:bba...@copesan.com>> wrote:
Is there a library of RT-scrips?  If so where can I find it?

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"




--
Best regards, Ruslan.

[rt-users] How do you check the value of a Transaction CustomField

[scott.dalzell]

Hi

How do you check the value of a Transaction CustomField? 

im looking to create a script that will check a CF on the ticket transaction
and if it equals "Alert" it will set a Ticket CF to the same value.

This is to allow our in the field support teams to more easily highlight
tickets to our main support team and to give a descrition of the issue. 






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Re: [rt-users] RT Scrip

[Ruslan Zakirov]

Not really. What are looking for?


On Tue, Jul 2, 2013 at 12:07 AM, Bryon Baker  wrote:

> Is there a library of RT-scrips?  If so where can I find it?
>
> 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"
>
>
>


-- 
Best regards, Ruslan.