Re: [rt-users] Autoforwarding tickets

[Bryon Baker]

Update

I change the behavior to use the Admincc this is working great for me.

Thanks all

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: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Bryon Baker
Sent: Wednesday, August 06, 2014 3:15 PM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: [rt-users] Autoforwarding tickets

Hello all I would like to do this process differently.
Here is what I am doing on RT version 4.2.3.
A ticket comes in RT queries an external system to determine if the ticket 
should be auto forwarded.

If the foreign system return yes to auto forward a CF is set for where the 
ticket should be forwarded.
I have written scrips to auto forward this ticket by changing the requestor.

What I would like to change is to forward the ticket without changing the 
requestor.  So I need to be able to change the forward address from the 
requestor to a CF value on the fly.

Now the questions.
Can this be done?
If so, where should this be done?  In the template? If so how?


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"

-- 
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Re: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6

[Richards, Matthew E ERDC-RDE-CERL-IL]

> If you're going to the localhost, I'm not actually sure why you're
> involving SSL, but that's a separate issue.

Actually, that was the issue.  You're right, there's no need to use SSL with 
localhost.  We have a rewrite from 80 to 443 for all interfaces and it always 
forces us to use https.  I guess we could have created a non-SSL site just for 
localhost.  The DoD has its own root CA that we added in a ca_file, but I think 
it's very slow and was causing the timeouts.  I changed the rt-mailgate 
get_useragent to "$ua->ssl_opts(SSL_verify_mode => 'SSL_VERIFY_NONE');" and 
that solved the issue.  It's a temporary fix until we create a locahost:80 
binding.  I don't like maintaining custom source.  Thanks for all the help.

Matt
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[rt-users] Unprivileged users - Edit ticket/Sign up as CC

[Cena, Stephen (ext. 300)]

Message: 10
Date: Wed, 6 Aug 2014 12:53:59 -0400
From: Kevin Falcone 
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID: <20140806165359.gu2...@jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

Kevin - What I mean is there are three check boxes: Everyone, Privileged, and 
Unprivileged. There are no checks in any box.

Yes, my permissions are a bit too wide but it's because I'm tryign to debug the 
Self Service window. What I'm after is if you are the Requestor of the ticket, 
you should be able to reply, change state (close, open, etc), and files, and 
add people. If you got included by the Requestor as a CC, then the rest of the 
editing should kick for you as well.

Right now, my single Unprivileged user creates a ticket, but is only abble to 
Reply/Comment and that's all.


On Tue, Aug 05, 2014 at 11:35:43AM +, Cena, Stephen (ext. 300) wrote:
>  
> I'm still not seeing what I'm missing. I have a group called "End Users" I 
> put all my clients into. One user, Test User, is in "End Users" but has had 
> Privileged removed, Unprivileged has not been explicitly set either. The 
> permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, 
> Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and 
> ModifyTicket.
> 
> When I submit a ticket with this user and then go to the ticket all they can 
> do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking 
> something but I'm just not seeing it. Thanks!

I have no idea what "Unprivileged has not been explicitly set" means.
You're either Privileged or Unprivileged.  There is no other state a
user can be in.

You also say you grant ModifyTicket to everyone in the group?  On
what, the global or a queue?  That means anyone can edit any ticket...

Let's back up, you appear to have permissions that are too wide, yet
you claim to not be able to edit the ticket.  Maybe you misunderstand
how ticket editing works in the self service UI?  What do you expect,
what do you see.

-kevin 


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
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QVII MIS/IT Dept - We do what we must because we can.
"Thank you for helping us help you help us all."
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[rt-users] Some users being forced to reauthenticate more often than others

[Jeff Blaine]

RT 4.2.5

We're trying to track down an issue where some users are being forced to
reauthenticate to RT 3-4 times per day while others aren't. This RT
instance is using the builtin authentication targeting the 'rt4' database.

Our session-cleaning cron job is as follows

0 * * * * /apps/rt4/sbin/rt-clean-sessions --older 2D

Any suggested paths to start down would be welcome.

What might cause this?
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Re: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53.

[Michael Mol]

On Wed, Aug 6, 2014 at 4:16 PM, Alex Vandiver  wrote:
> On 08/06/2014 02:39 PM, Michael Mol wrote:
>> Code snippet is now:
>>
>> ### Begin snippet
>> # Find the message from transactionobj->content
>> # Set the subject to the message by using ticketobj->SetSubject
>>
>> my $body = $self->TransactionObj->Content;
>> my @lines = split(m/\n/, $body);
>> my $trapID = $lines[0];
>> my $message = $lines[2];
>>
>> $self->TicketObj->SetSubject("$trapID -- $message);
>> ### End snippet
>
> You're missing a closing double-quote on the last line.  If that's the
> problem, it's quite impressive that managed set panic perl -- can you
> show the output of `perl -V` ?

Well, for the love of...that fixed it. (And cripes, how did I miss
that?) Anyway, thanks a ton; I was about to file a bug report on
Launchpad. I *hate* filing on Launchpad...

$ perl -V
Summary of my perl5 (revision 5 version 18 subversion 2) configuration:

  Platform:
osname=linux, osvers=3.2.0-58-generic,
archname=x86_64-linux-gnu-thread-multi
uname='linux brownie 3.2.0-58-generic #88-ubuntu smp tue dec 3
17:37:58 utc 2013 x86_64 x86_64 x86_64 gnulinux '
config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN
-D_FORTIFY_SOURCE=2 -g -O2 -fstack-protector --param=ssp-buffer-size=4
-Wformat -Werror=format-security -Dldflags= -Wl,-Bsymbolic-functions
-Wl,-z,relro -Dlddlflags=-shared -Wl,-Bsymbolic-functions -Wl,-z,relro
-Dcccdlflags=-fPIC -Darchname=x86_64-linux-gnu -Dprefix=/usr
-Dprivlib=/usr/share/perl/5.18 -Darchlib=/usr/lib/perl/5.18
-Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5
-Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local
-Dsitelib=/usr/local/share/perl/5.18.2
-Dsitearch=/usr/local/lib/perl/5.18.2 -Dman1dir=/usr/share/man/man1
-Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1
-Dsiteman3dir=/usr/local/man/man3 -Duse64bitint -Dman1ext=1
-Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh
-Ud_ualarm -Uusesfio -Uusenm -Ui_libutil -Uversiononly -DDEBUGGING=-g
-Doptimize=-O2 -Duseshrplib -Dlibperl=libperl.so.5.18.2 -des'
hint=recommended, useposix=true, d_sigaction=define
useithreads=define, usemultiplicity=define
useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef
use64bitint=define, use64bitall=define, uselongdouble=undef
usemymalloc=n, bincompat5005=undef
  Compiler:
cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN
-fstack-protector -fno-strict-aliasing -pipe -I/usr/local/include
-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
optimize='-O2 -g',
cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fstack-protector
-fno-strict-aliasing -pipe -I/usr/local/include'
ccversion='', gccversion='4.8.2', gccosandvers=''
intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678
d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=8
alignbytes=8, prototype=define
  Linker and Libraries:
ld='cc', ldflags =' -fstack-protector -L/usr/local/lib'
libpth=/usr/local/lib /lib/x86_64-linux-gnu /lib/../lib
/usr/lib/x86_64-linux-gnu /usr/lib/../lib /lib /usr/lib
libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
perllibs=-ldl -lm -lpthread -lc -lcrypt
libc=, so=so, useshrplib=true, libperl=libperl.so.5.18.2
gnulibc_version='2.19'
  Dynamic Linking:
dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'
cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib -fstack-protector'

Characteristics of this binary (from libperl):
  Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS
PERL_DONT_CREATE_GVSV
PERL_HASH_FUNC_ONE_AT_A_TIME_HARD
PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP
PERL_PRESERVE_IVUV PERL_SAWAMPERSAND USE_64_BIT_ALL
USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES
USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE
USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF
USE_REENTRANT_API
  Locally applied patches:
DEBPKG:debian/cpan_definstalldirs - Provide a sensible
INSTALLDIRS default for modules installed from CPAN.
DEBPKG:debian/db_file_ver - http://bugs.debian.org/340047
Remove overly restrictive DB_File version check.
DEBPKG:debian/doc_info - Replace generic man(1) instructions
with Debian-specific information.
DEBPKG:debian/enc2xs_inc - http://bugs.debian.org/290336 Tweak
enc2xs to follow symlinks and ignore missing @INC directories.
DEBPKG:debian/errno_ver - http://bugs.debian.org/343351 Remove
Errno version check due to upgrade problems with long-running
processes.
DEBPKG:debian/libperl_embed_doc -
http://bugs.debian.org/186778 Note that libperl-dev package is
required for embedded linking
DEBPKG:fixes/respect_umask - Respect umask during installation
DEBPKG:

Re: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53.

[Alex Vandiver]

On 08/06/2014 02:39 PM, Michael Mol wrote:
> Code snippet is now:
> 
> ### Begin snippet
> # Find the message from transactionobj->content
> # Set the subject to the message by using ticketobj->SetSubject
> 
> my $body = $self->TransactionObj->Content;
> my @lines = split(m/\n/, $body);
> my $trapID = $lines[0];
> my $message = $lines[2];
> 
> $self->TicketObj->SetSubject("$trapID -- $message);
> ### End snippet

You're missing a closing double-quote on the last line.  If that's the
problem, it's quite impressive that managed set panic perl -- can you
show the output of `perl -V` ?
 - Alex

-- 
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[rt-users] Autoforwarding tickets

[Bryon Baker]

Hello all I would like to do this process differently.
Here is what I am doing on RT version 4.2.3.
A ticket comes in RT queries an external system to determine if the ticket 
should be auto forwarded.

If the foreign system return yes to auto forward a CF is set for where the 
ticket should be forwarded.
I have written scrips to auto forward this ticket by changing the requestor.

What I would like to change is to forward the ticket without changing the 
requestor.  So I need to be able to change the forward address from the 
requestor to a CF value on the fly.

Now the questions.
Can this be done?
If so, where should this be done?  In the template? If so how?


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"

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53.

[Michael Mol]

On Wed, Aug 6, 2014 at 2:13 PM, Michael Mol  wrote:
> On Wed, Aug 6, 2014 at 1:04 PM, Kevin Falcone  
> wrote:
>> On Wed, Aug 06, 2014 at 12:46:17PM -0400, Michael Mol wrote:
>>> First attempt at writing an RT scrip, and I'm getting a compile error
>>> I can't easily identify as a problem with my code. Googling around
>>> finds "sv_setpvn called with negative strlen -2" in multiple results,
>>> but none of them in StackTrace.pm, mostly a lot of stuff surrounding
>>> Unicode.
>>
>> You've panic'ed perl.
>>
>> I assume you're on mod_perl.
>
> I take that as an instruction to switch away from mod_perl. OK, fine.

I've switched to fcgid, even ensured mod_perl was not being loaded by
apache. No change in error message.

>
>>
>>> ## Begin code snippet
>>> # Find the message from transactionobj->content
>>> # Set the subject to the message by using ticketobj->SetSubject
>>>
>>> my $body = $self->TransactionObj->Content;
>>>
>>> open my $fh '<', \$body or return 0;
>>>
>>> my $trapID = <$fh>; chomp $trapID;
>>> <$fh>;
>>> my $messageLine = <$fh>; chomp $messageLine;
>>>
>>> $self->TicketObj->SetSubject("$trapID -- $messageLine);
>>>
>>> close $fh;
>>
>> Why are you turning a perfectly good string into a file handle just to
>> read three lines?
>
> Well, frankly, I only want lines 1 and 3, and don't care about line 2.
> And I haven't written any perl code in about six years. I remembered
> the <> mechanism for reading lines, and that was simple enough.
>
>>  Split it on newlines or write a regexp.
>
> Is there a significant efficiency benefit, or is it a particular
> question of idiomatic or stylistic code?

Code snippet is now:

### Begin snippet
# Find the message from transactionobj->content
# Set the subject to the message by using ticketobj->SetSubject

my $body = $self->TransactionObj->Content;
my @lines = split(m/\n/, $body);
my $trapID = $lines[0];
my $message = $lines[2];

$self->TicketObj->SetSubject("$trapID -- $message);
### End snippet

No change in error message. (Whether using mod_perl or mod_fcgid.)

(Code is still readable, and more compact, so I suppose that's nice.)


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Re: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53.

[Michael Mol]

On Wed, Aug 6, 2014 at 1:04 PM, Kevin Falcone  wrote:
> On Wed, Aug 06, 2014 at 12:46:17PM -0400, Michael Mol wrote:
>> First attempt at writing an RT scrip, and I'm getting a compile error
>> I can't easily identify as a problem with my code. Googling around
>> finds "sv_setpvn called with negative strlen -2" in multiple results,
>> but none of them in StackTrace.pm, mostly a lot of stuff surrounding
>> Unicode.
>
> You've panic'ed perl.
>
> I assume you're on mod_perl.

I take that as an instruction to switch away from mod_perl. OK, fine.

>
>> ## Begin code snippet
>> # Find the message from transactionobj->content
>> # Set the subject to the message by using ticketobj->SetSubject
>>
>> my $body = $self->TransactionObj->Content;
>>
>> open my $fh '<', \$body or return 0;
>>
>> my $trapID = <$fh>; chomp $trapID;
>> <$fh>;
>> my $messageLine = <$fh>; chomp $messageLine;
>>
>> $self->TicketObj->SetSubject("$trapID -- $messageLine);
>>
>> close $fh;
>
> Why are you turning a perfectly good string into a file handle just to
> read three lines?

Well, frankly, I only want lines 1 and 3, and don't care about line 2.
And I haven't written any perl code in about six years. I remembered
the <> mechanism for reading lines, and that was simple enough.

>  Split it on newlines or write a regexp.

Is there a significant efficiency benefit, or is it a particular
question of idiomatic or stylistic code?

-- 
:wq
-- 
RT Training - Boston, September 9-10
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Re: [rt-users] closing a ticket

[Kevin Falcone]

On Wed, Aug 06, 2014 at 07:12:07PM +0200, Matthias Henze wrote:
> 
> Thanks! Found the problem. The template was name - for what reason ever
> - with my username instead of "Resolved". I renamed it to "Resolved" and
> every thing works as expected. Thanks again!

Ok, great.  This points to needing a much better error message there.

-kevin

> Am 06.08.2014 um 19:01 schrieb Kevin Falcone:
> > On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote:
> >> Am 06.08.2014 um 14:52 schrieb Alex Peters:
> >>> Did you follow all of the upgrade steps as documented in the README,
> >>> including running "make upgrade-database" or "rt-setup-database"?
> >>
> >> Well ... I think so ... at least the database is upgraded.
> > 
> > The only real reason that On Resolve Notify Requestors can fail to
> > prepare is that the Template fails to parse.
> > 
> > Check that 
> > a)
> > Nobody has a blank Queue Level template called Resolved which would
> > disable outgoing mail (common trick on older RTs that have been
> > upgraded).
> > b) 
> > The Resolved template exists and is valid (try editing and saving it)
> 
> 
> 
> -- 
> 
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> Fichtera 17  
> 96274 Itzgrund/Germany   
> 
> voice: +49-(0)9533-92006-0
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> 
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> Geschäftsführer: Matthias Henze
> 
> 
> 
> -- 
> RT Training - Boston, September 9-10
> http://bestpractical.com/training


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Re: [rt-users] closing a ticket

[Matthias Henze]

Thanks! Found the problem. The template was name - for what reason ever
- with my username instead of "Resolved". I renamed it to "Resolved" and
every thing works as expected. Thanks again!


Am 06.08.2014 um 19:01 schrieb Kevin Falcone:
> On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote:
>> Am 06.08.2014 um 14:52 schrieb Alex Peters:
>>> Did you follow all of the upgrade steps as documented in the README,
>>> including running "make upgrade-database" or "rt-setup-database"?
>>
>> Well ... I think so ... at least the database is upgraded.
> 
> The only real reason that On Resolve Notify Requestors can fail to
> prepare is that the Template fails to parse.
> 
> Check that 
> a)
> Nobody has a blank Queue Level template called Resolved which would
> disable outgoing mail (common trick on older RTs that have been
> upgraded).
> b) 
> The Resolved template exists and is valid (try editing and saving it)



-- 

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fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de

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Re: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53.

[Kevin Falcone]

On Wed, Aug 06, 2014 at 12:46:17PM -0400, Michael Mol wrote:
> First attempt at writing an RT scrip, and I'm getting a compile error
> I can't easily identify as a problem with my code. Googling around
> finds "sv_setpvn called with negative strlen -2" in multiple results,
> but none of them in StackTrace.pm, mostly a lot of stuff surrounding
> Unicode.

You've panic'ed perl.

I assume you're on mod_perl.

> ## Begin code snippet
> # Find the message from transactionobj->content
> # Set the subject to the message by using ticketobj->SetSubject
> 
> my $body = $self->TransactionObj->Content;
> 
> open my $fh '<', \$body or return 0;
> 
> my $trapID = <$fh>; chomp $trapID;
> <$fh>;
> my $messageLine = <$fh>; chomp $messageLine;
> 
> $self->TicketObj->SetSubject("$trapID -- $messageLine);
> 
> close $fh;

Why are you turning a perfectly good string into a file handle just to
read three lines?  Split it on newlines or write a regexp.

-kevin


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Re: [rt-users] closing a ticket

[Kevin Falcone]

On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote:
> Am 06.08.2014 um 14:52 schrieb Alex Peters:
> > Did you follow all of the upgrade steps as documented in the README,
> > including running "make upgrade-database" or "rt-setup-database"?
> 
> Well ... I think so ... at least the database is upgraded.

The only real reason that On Resolve Notify Requestors can fail to
prepare is that the Template fails to parse.

Check that 
a)
Nobody has a blank Queue Level template called Resolved which would
disable outgoing mail (common trick on older RTs that have been
upgraded).
b) 
The Resolved template exists and is valid (try editing and saving it)

-kevin


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Re: [rt-users] User cannot enter text in the reply or comment area

[Jeff Fioravanti]

Hi Kevin,

Your reply never made it to my inbox? Anyway, thanks for the reply. It is 
appreciated.

Jeff Fioravanti
Desktop Support Analyst
jfiorava...@primax.us
P 781-756-8247 (direct) | Fax 781-246-5609

   516 Edgewater Dr., Wakefield, MA 01880 ▪ www.primax.us


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-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Kevin Falcone
Sent: Wednesday, August 06, 2014 12:46 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] User cannot enter text in the reply or comment area

On Wed, Aug 06, 2014 at 07:11:53AM -0700, jfioravanti wrote:
> Got it resolved myself. RT 4.08 will not function properly with IE 10, 
> so we rolled him back to IE 9 and he was again able to add comments or 
> reply to tickets.

Glad that this was the correct answer (as I guessed when replying to the 
original question on 8/1).

http://lists.bestpractical.com/pipermail/rt-users/2014-August/084180.html

-kevin

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Re: [rt-users] An Approval Queue Problem

[Kevin Falcone]

On Wed, Aug 06, 2014 at 02:09:22AM -0700, AJ wrote:
> I have created a queue called "ReviewApproval" with the "approval" Lifecycle.
> I use it in tandem with the built-in "___Approvals" queue. 
> 
> Both queues share nearly identical response templates (The in-built
> "___Approvals" queue needs no scrips. "ReviewApproval" has custom scrips to
> mirror the "___Approvals" behaviour).
> 
> How can I mimic the "___Approvals" response behaviour?

Unfortunately, not all of the logic on ___Approvals is in Scrips.
Some of it is in Rules, and you'll need to apply those Rules to your
other Queue too.  lib/RT/Approval.pm has the relevant place to start
chasing code.  It is my hope that code will be gone in 4.4 since it's
awful and horrid.

-kevin


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Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

[Kevin Falcone]

On Tue, Aug 05, 2014 at 11:35:43AM +, Cena, Stephen (ext. 300) wrote:
>  
> I'm still not seeing what I'm missing. I have a group called "End Users" I 
> put all my clients into. One user, Test User, is in "End Users" but has had 
> Privileged removed, Unprivileged has not been explicitly set either. The 
> permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, 
> Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and 
> ModifyTicket.
> 
> When I submit a ticket with this user and then go to the ticket all they can 
> do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking 
> something but I'm just not seeing it. Thanks!

I have no idea what "Unprivileged has not been explicitly set" means.
You're either Privileged or Unprivileged.  There is no other state a
user can be in.

You also say you grant ModifyTicket to everyone in the group?  On
what, the global or a queue?  That means anyone can edit any ticket...

Let's back up, you appear to have permissions that are too wide, yet
you claim to not be able to edit the ticket.  Maybe you misunderstand
how ticket editing works in the self service UI?  What do you expect,
what do you see.

-kevin


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Re: [rt-users] RT 4.2.x + Ubuntu 14.04: package backport? native install? etc

[Kevin Falcone]

On Mon, Aug 04, 2014 at 03:42:45PM -0500, hydrostarr wrote:
> Thanks Kevin.  I built + installed RT 4.2.6 from source on Ubuntu 14.04 and,
> in short:  it basically just worked.  No reliance on Ubuntu
> 'request-tracker' package.  Good show.  I've never experienced a perl-based
> system to be installed so easily, but maybe I've been jaded from installing
> things like Bugzilla and others many (many) moons ago.  Further, you provide
> an Apache-independent web server, for (at least) sanity-check testing.

I'm glad it went smoothly.  The perl webserver can probably serve
small sites fine (as long as you don't want SSL).  It's primary use is
development and the test suite.

I did notice one problem

> run("./configure --with-db-type=SQLite")

SQLite is not a production database, there really isn't a tested way
to move to Postgres or MySQL or Oracle once you decide to go live.  I
suggest picking a real database to start.

Search for SQLite here for more.
http://bestpractical.com/docs/rt/latest/README.html

-kevin


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Re: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth

[Kevin Falcone]

On Mon, Aug 04, 2014 at 12:41:26PM -0400, Jeff Blaine wrote:
> I just mean that RT-Authen-ExternalAuth is requiring a specific CPAN
> version of Net-SSLeay and that RHEL perl-Net-SSLeay-1.35-9 may include
> that same "actually required" functionality (given the backporting RH
> often does for security fixes, etc).
> 
> I am not suggesting with that explanation that RT or the extension
> should care or try to cater to various distros' packaging+patching
> workflows. I'm just explaining what I meant by "strict".

I assumed this is what you meant, but I don't see that:
https://metacpan.org/source/FALCONE/RT-Authen-ExternalAuth-0.21/Makefile.PL#L12
that means 'any version please, if you answer yes'.

It's possible that some module we rely on requires a version of
Net::SSLeay but it isn't us.

As discussed later in the thread, I suspect your issue stems from
mixing ssl libraries, probably from a package upgrade elsewhere on the
system.

-kevin


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Re: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6

[Kevin Falcone]

On Mon, Aug 04, 2014 at 08:29:02PM +, Richards, Matthew E ERDC-RDE-CERL-IL 
wrote:
> 443 is listening on localhost. As you suggested, we tried curl from
> the localhost with both the FQDN and localhost URLs. We had limited
> success (without any message content), but it still fails with rt-
> mailgate. I suspect we need some content to test it further with curl.
> Do you have a sample curl command line with post params for testing?

Just run rt-mailgate by hand, handing it a correctly formatted
message and the --debug setting. If it works sporadically, you have some
serious problem with your webserver config.

If you're going to the localhost, I'm not actually sure why you're
involving SSL, but that's a separate issue.

-kevin



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[rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53.

[Michael Mol]

First attempt at writing an RT scrip, and I'm getting a compile error
I can't easily identify as a problem with my code. Googling around
finds "sv_setpvn called with negative strlen -2" in multiple results,
but none of them in StackTrace.pm, mostly a lot of stuff surrounding
Unicode.

Purpose of the snippet is to take some automated messages sent by HP
hardware monitoring tools and give the ticket something informational
in the subject.

Help?

Error message:

Couldn't compile CustomCommitCode codeblock '# Find the message from
transactionobj->content # Set the subject to the message by using
ticketobj->SetSubject my $body = $self->TransactionObj->Content; open
my $fh '<', \$body or return 0; my $trapID = <$fh>; chomp $trapID;
<$fh>; my $messageLine = <$fh>; chomp $messageLine;
$self->TicketObj->SetSubject("$trapID -- $messageLine); close $fh;':
panic: sv_setpvn called with negative strlen -2 at
/usr/share/perl5/Devel/StackTrace.pm line 53.

Platform: Ubuntu 14.04, all updates applied.

Code snippet in question:

## Begin code snippet
# Find the message from transactionobj->content
# Set the subject to the message by using ticketobj->SetSubject

my $body = $self->TransactionObj->Content;

open my $fh '<', \$body or return 0;

my $trapID = <$fh>; chomp $trapID;
<$fh>;
my $messageLine = <$fh>; chomp $messageLine;

$self->TicketObj->SetSubject("$trapID -- $messageLine);

close $fh;
## End code snippet

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Re: [rt-users] User cannot enter text in the reply or comment area

[Kevin Falcone]

On Wed, Aug 06, 2014 at 07:11:53AM -0700, jfioravanti wrote:
> Got it resolved myself. RT 4.08 will not function properly with IE 10, so we
> rolled him back to IE 9 and he was again able to add comments or reply to
> tickets.

Glad that this was the correct answer (as I guessed when replying to
the original question on 8/1).

http://lists.bestpractical.com/pipermail/rt-users/2014-August/084180.html

-kevin


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Re: [rt-users] rt4-fcgi processes are dying after some debian package updates

[Alex Vandiver]

On 08/06/2014 12:38 PM, saxmad wrote:
> I'm on RT release 4.0.7 (form the Debian backports repo), with no imminent
> upgrade in mind, so that should be fine.

No, it shouldn't be; re-read my message.  DBD::Pg 3.3.0 breaks _all_
versions of RT.  You _will_ have data corruption if you install DBD::Pg
on your version of RT.
 - Alex

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Re: [rt-users] rt4-fcgi processes are dying after some debian package updates

[saxmad]

Thanks for that info Alex.

I'm on RT release 4.0.7 (form the Debian backports repo), with no imminent
upgrade in mind, so that should be fine.




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Re: [rt-users] rt4-fcgi processes are dying after some debian package updates

[Alex Vandiver]

On 08/06/2014 12:00 PM, saxmad wrote:
> So, before I go ahead and update the CPAN module for DBD::Pg, anyone have
> any thoughts/opinions on whether this is a possible suspect for my issues?

It's possible, though it would surprise me slightly.  The only thing to
note is that DBD::Pg 3.3.0 is incompatible with all current releases of
RT, due to changes in how it handles UTF-8 data -- non-ASCII data will
be corrupted when inserted into the database.  If you upgrade, 3.2.1 is
the latest safe version.
 - Alex
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Re: [rt-users] rt4-fcgi processes are dying after some debian package updates

[saxmad]

I've turned up the logging in both RT and nginx to debug level but still
nothing to see that indicates why these fcgi processes are quietly dying.

So having looked back at my original installation process, I came across the
DBD::Pg module.  At the time, I had installed the latest version, which I am
still running, which is 2.19.3.  I notice that this is now two years old and
a number of versions behind, including a major release point.

Reading up on what this module hooks in to, it seems to be heavily related
to the libpq packages that I updated.

So, before I go ahead and update the CPAN module for DBD::Pg, anyone have
any thoughts/opinions on whether this is a possible suspect for my issues?

Thanks,
Gary





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Re: [rt-users] User cannot enter text in the reply or comment area

[jfioravanti]

Got it resolved myself. RT 4.08 will not function properly with IE 10, so we
rolled him back to IE 9 and he was again able to add comments or reply to
tickets.



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Re: [rt-users] setup queue for particular user

[niraj]

Hi

  Tnks I also think that there might be some problem in loading some files.

I need to check the log.


On Wed, Aug 6, 2014 at 5:17 PM, Alex Peters [via RequestTracker] <
ml-node+s8502n58228...@n7.nabble.com> wrote:

> Something is wrong with your RT installation.  It doesn't appear to be
> correctly serving some of the CSS/JavaScript files.  The page should look
> more like the pages shown in the screenshots of this page:
>
>
> http://kb.mit.edu/confluence/display/istcontrib/Request+Tracker+watchers+and+permissions+explained
>
> Your next action should probably be to determine why this is happening.
>  Looking at the RT debug log and web server access/error logs might assist.
>
>
> On 6 August 2014 20:47, niraj <[hidden email]
> > wrote:
>
>> HI
>>
>> I have changed the browser google chrome 35.  Now I am able to enter
>> the group in text box but it has no effect and just drag the screen below
>> only.  attached the screenshot
>>
>> I have tried entering 2-3 group in text box but it drags down to the page
>> only.
>>
>>
>>
>>
>> On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] <[hidden
>> email] > wrote:
>>
>>> The page works as expected for me in Google Chrome, but looking at the
>>> source for that component of the page, I'm somewhat surprised that it works
>>> at all.
>>>
>>> The  field is wrapped in an  element.  I think this explains
>>> the behaviour that you're experiencing, and I think this might be an RT bug.
>>>
>>> Please consider using another browser as a workaround, and also letting
>>> the list know what browser you used when you experienced this issue.
>>>
>>>
>>>  On 6 August 2014 16:56, niraj vara <[hidden email]
>>> > wrote:
>>>
  Hi

In Here my RT system I was not able to do as you mention.
 not allow any add any group name to add.

 once the cursor click on that text box it will switch down to the

 Add rights for this group

 and not able to write any word there ??

 I am not able to understand why this not allow to add any group name
 there in text box ???






 On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters <[hidden email]
 > wrote:

> You need to enter the name of a group that you've already created,
> then without pressing Enter, tick the appropriate rights, then press Save
> Changes.
>
>
> On 5 August 2014 23:48, niraj vara <[hidden email]
> > wrote:
>
>>  Hi Alex
>>
>>   thank you for your response.
>>
>>
>>1. primary top menu > Admin > Queues > Select
>>2. select queue from list
>>3. secondary top menu > Group Rights/User Rights
>>
>> till that step is ok  I select the Group Rights
>>
>> But when I try to enter any text on text box it will now allow to do
>> that
>>
>> and when cursor go to the text box it will goes to the the following
>> section only.
>> Add rights for this group
>>
>>
>> Where I can only select or deselect the check box oinly.
>>
>> Why this happened ??? and why not able to enter any text on text box
>> ???
>>
>> Please guide for the same.
>>
>>
>>
>>
>>
>>
>> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters <[hidden email]
>> > wrote:
>>
>>> As a super user:
>>>
>>>1. primary top menu > Admin > Queues > Select
>>>2. select queue from list
>>>3. secondary top menu > Group Rights/User Rights
>>>4. enter the name of the user/group into the text box on the
>>>left side
>>>5. tick the appropriate rights on the right side
>>>
>>>
>>>
>>> On 5 August 2014 22:37, niraj vara <[hidden email]
>>> > wrote:
>>>
 Hi Alex

   I have RT 4.2.1 and I went to the setting of queue but
 not found any option for User/Group.

 Can provide the exact sequence how to assign any User/Group to any
 queue.





 On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters <[hidden email]
 > wrote:

> To give a particular user/group access to a particular queue, go
> into the settings for that queue and assign the appropriate rights 
> for that
> user/group.
>
> Then, to ensure that that user/group cannot access other queues,
> remove the rights for those other queues.
>
> All users who can log into RT are part of the "Everyon

Re: [rt-users] closing a ticket

[Alex Peters]

A possible fix is to delete that scrip and recreate it, but I'm not sure
what else to do.  If that doesn't fix it, perhaps the "on resolve"
definition in your database is somehow corrupted. You could possibly use
the rt-setup-database script to re-apply the "initialdata."


On 6 August 2014 23:01, Matthias Henze  wrote:

> Am 06.08.2014 um 14:52 schrieb Alex Peters:
> > Did you follow all of the upgrade steps as documented in the README,
> > including running "make upgrade-database" or "rt-setup-database"?
>
> Well ... I think so ... at least the database is upgraded.
>
>
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Re: [rt-users] closing a ticket

[Matthias Henze]

Am 06.08.2014 um 14:52 schrieb Alex Peters:
> Did you follow all of the upgrade steps as documented in the README,
> including running "make upgrade-database" or "rt-setup-database"?

Well ... I think so ... at least the database is upgraded.


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Re: [rt-users] closing a ticket

[Alex Peters]

Your previous log says this about scrip #10:

[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #10 because it
didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)

which means that the scrip is not running, which explains why requestors
aren't receiving a "resolved" email.  I don't understand why it's not
running though, as the definition seems correct.

Did you follow all of the upgrade steps as documented in the README,
including running "make upgrade-database" or "rt-setup-database"?

You can close tickets without marking them as resolved by setting their
status to "rejected."


On 6 August 2014 22:07, Matthias Henze  wrote:

> Am 06.08.2014 um 13:41 schrieb Alex Peters:
> > What's the numeric ID of the scrip responsible for emailing requestors
> > when a ticket is resolved, and what is its configuration?
>
>
>  scrip #10
>
> Description:On Resolve Notify Requestors
>
> Condition: On Reslove
>
> Action: Notify Requestor
>
> Template: Resolved
>
> Applies to: Global
>
> Enabled
>
> No "User Defined conditions and results"
>
>
> What I also miss is an option to just close a ticket (e.g. due to
> inactivtiy) without marking it as resoved.
>
>
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>
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>
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>
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>
>
>
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Re: [rt-users] closing a ticket

[Matthias Henze]

Am 06.08.2014 um 13:41 schrieb Alex Peters:
> What's the numeric ID of the scrip responsible for emailing requestors
> when a ticket is resolved, and what is its configuration?


 scrip #10

Description:On Resolve Notify Requestors

Condition: On Reslove

Action: Notify Requestor

Template: Resolved

Applies to: Global

Enabled

No "User Defined conditions and results"


What I also miss is an option to just close a ticket (e.g. due to
inactivtiy) without marking it as resoved.


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Re: [rt-users] How to stop Spam mails at RT

[Alex Peters]

To stop false tickets from being generated, you need to minimise the spam
reaching RT in the first place.  This is the job of the MTA (Zimbra in your
case), and is therefore beyond the scope of this mailing list.

A quick Google search for Zimbra and spam turned up this result:
http://wiki.zimbra.com/wiki/Improving_Anti-spam_system

I don't know whether or not this is useful in your case.


On 6 August 2014 21:49, Ajay Kumar  wrote:

> Dear All,
> We are using RT 4.2.1 with zimbra mail server and getting many spam mails
> in queues. Is there any way to stop spam mails so that false ticket may not
> be generated. Looking forward for your guidance please.
> Thanks in advance for help.
> Regards,
> Ajay
>
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[rt-users] How to stop Spam mails at RT

[Ajay Kumar]

Dear All,
We are using RT 4.2.1 with zimbra mail server and getting many spam mails
in queues. Is there any way to stop spam mails so that false ticket may not
be generated. Looking forward for your guidance please.
Thanks in advance for help.
Regards,
Ajay
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Re: [rt-users] setup queue for particular user

[Alex Peters]

Something is wrong with your RT installation.  It doesn't appear to be
correctly serving some of the CSS/JavaScript files.  The page should look
more like the pages shown in the screenshots of this page:

http://kb.mit.edu/confluence/display/istcontrib/Request+Tracker+watchers+and+permissions+explained

Your next action should probably be to determine why this is happening.
 Looking at the RT debug log and web server access/error logs might assist.


On 6 August 2014 20:47, niraj  wrote:

> HI
>
> I have changed the browser google chrome 35.  Now I am able to enter
> the group in text box but it has no effect and just drag the screen below
> only.  attached the screenshot
>
> I have tried entering 2-3 group in text box but it drags down to the page
> only.
>
>
>
>
> On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] <[hidden
> email] > wrote:
>
>> The page works as expected for me in Google Chrome, but looking at the
>> source for that component of the page, I'm somewhat surprised that it works
>> at all.
>>
>> The  field is wrapped in an  element.  I think this explains
>> the behaviour that you're experiencing, and I think this might be an RT bug.
>>
>> Please consider using another browser as a workaround, and also letting
>> the list know what browser you used when you experienced this issue.
>>
>>
>>  On 6 August 2014 16:56, niraj vara <[hidden email]
>> > wrote:
>>
>>>  Hi
>>>
>>>In Here my RT system I was not able to do as you mention.
>>> not allow any add any group name to add.
>>>
>>> once the cursor click on that text box it will switch down to the
>>>
>>> Add rights for this group
>>>
>>> and not able to write any word there ??
>>>
>>> I am not able to understand why this not allow to add any group name
>>> there in text box ???
>>>
>>>
>>>
>>>
>>>
>>>
>>> On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters <[hidden email]
>>> > wrote:
>>>
 You need to enter the name of a group that you've already created, then
 without pressing Enter, tick the appropriate rights, then press Save
 Changes.


 On 5 August 2014 23:48, niraj vara <[hidden email]
 > wrote:

>  Hi Alex
>
>   thank you for your response.
>
>
>1. primary top menu > Admin > Queues > Select
>2. select queue from list
>3. secondary top menu > Group Rights/User Rights
>
> till that step is ok  I select the Group Rights
>
> But when I try to enter any text on text box it will now allow to do
> that
>
> and when cursor go to the text box it will goes to the the following
> section only.
> Add rights for this group
>
>
> Where I can only select or deselect the check box oinly.
>
> Why this happened ??? and why not able to enter any text on text box
> ???
>
> Please guide for the same.
>
>
>
>
>
>
> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters <[hidden email]
> > wrote:
>
>> As a super user:
>>
>>1. primary top menu > Admin > Queues > Select
>>2. select queue from list
>>3. secondary top menu > Group Rights/User Rights
>>4. enter the name of the user/group into the text box on the left
>>side
>>5. tick the appropriate rights on the right side
>>
>>
>>
>> On 5 August 2014 22:37, niraj vara <[hidden email]
>> > wrote:
>>
>>> Hi Alex
>>>
>>>   I have RT 4.2.1 and I went to the setting of queue but not
>>> found any option for User/Group.
>>>
>>> Can provide the exact sequence how to assign any User/Group to any
>>> queue.
>>>
>>>
>>>
>>>
>>>
>>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters <[hidden email]
>>> > wrote:
>>>
 To give a particular user/group access to a particular queue, go
 into the settings for that queue and assign the appropriate rights for 
 that
 user/group.

 Then, to ensure that that user/group cannot access other queues,
 remove the rights for those other queues.

 All users who can log into RT are part of the "Everyone" and
 "Privileged" groups.  To ensure that a particular user/group cannot 
 access
 one of your queues, you need to ensure that that queue is only 
 accessible
 to a specific other group, not Everyone or Privileged.


 On 4 August 2014 18:35, niraj <[hidden email]
 > wrote:

> Hi
>
>  

Re: [rt-users] closing a ticket

[Alex Peters]

What's the numeric ID of the scrip responsible for emailing requestors when
a ticket is resolved, and what is its configuration?


On 6 August 2014 19:51, Matthias Henze  wrote:

> Am 06.08.2014 11:20, schrieb Alex Peters:
> > By default, RT_Config variable $NotifyActors is set to a false value,
> > which means RT doesn't send mail to the person that initiated the
> > action.  If you're resolving a ticket and you're one of the requestors,
> > you won't receive email in this scenario.
>
> When I set "$NotifyActors" to 1 the the staff person get a notification
> when he takes the ticket. The requestor does not get any auto generated
> message but the initial reply for the ticket.
>
> > If that's not the problem, is the relevant scrip applied to the correct
> > queues?
>
> When I look at the scrips for the queue I can see the scrip for
> notification on resolve.
>
> > If that's not the problem, what does RT's debug log report when you
> > resolve a ticket?
>
> RT logs when I resolve the ticket and set "Update Type" ot "Comments"
> and "Status" to "resolved", as I was used to with 4.0 where the
> requestor got notified that the ticket was closed :
>
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: About to prepare scrips for
> transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 5 scrips for
> TransactionCreate stage with applicable type(s) Status for txn #11167 on
> ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #2 because it
> isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #10 because
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #12 because
> it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #13 because
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: About to commit scrips for
> transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Committing scrip #11 on txn
> #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
> [23619] [Wed Aug  6 09:44:09 2014] [warning]: Couldn't load object
> RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 0 scrips for
> TransactionBatch stage with applicable type(s) Status for txn #11167 on
> ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
> [23619] [Wed Aug  6 09:44:10 2014] [debug]: Rendering attachment #7820
> of 'text/html' type
> (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)
>
>
> >
> > The "on resolve" condition only matches when a ticket is set to
> > "resolved."  The "on close" condition matches when a ticket is set to an
> > "inactive" status (which in a default RT configuration is "resolved" or
> > "rejected").
> >
> >
> > On 6 August 2014 18:03, Matthias Henze  > > wrote:
> >
> > Hi,
> >
> > when I close a ticket no mail is sent out to the requestor. I've
> checked
> > that there is a scrip "On Resolve Notify Requestors" with the
> condition
> > "on resolve". This is the case after upgrading from 4.0.x to 4.3.x.
> How
> > to fix this?
> >
> > An other question: What is the difference between "on resolve" and
> "on
> > close" in the condition drop down field?
> >
> > TIA
> > Matthias
> >
> >
> > --
> >
> > MHC SoftWare GmbH
> > Fichtera 17
> > 96274 Itzgrund/Germany
> >
> > voice: +49-(0)9533-92006-0
> > fax: +49-(0)9533-92006-6
> > e-mail: i...@mhcsoftware.de 
> >
> > HR Coburg: B2242
> > Geschäftsführer: Matthias Henze
> >
> >
> >
> > --
> > RT Training - Boston, September 9-10
> > http://bestpractical.com/training
> >
> >
>
>
>
> --
>
> MHC SoftWare GmbH
> Fichtera 17
> 96274 Itzgrund/Germany
>
> voice: +49-(0)9533-92006-0
> fax: +49-(0)9533-92006-6
> e-mail: i...@mhcsoftware.de
>
> HR Coburg: B2242
> Geschäftsführer: Matthias Henze
>
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] setup queue for particular user

[niraj]

HI

I have changed the browser google chrome 35.  Now I am able to enter
the group in text box but it has no effect and just drag the screen below
only.  attached the screenshot

I have tried entering 2-3 group in text box but it drags down to the page
only.




On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] <
ml-node+s8502n58222...@n7.nabble.com> wrote:

> The page works as expected for me in Google Chrome, but looking at the
> source for that component of the page, I'm somewhat surprised that it works
> at all.
>
> The  field is wrapped in an  element.  I think this explains the
> behaviour that you're experiencing, and I think this might be an RT bug.
>
> Please consider using another browser as a workaround, and also letting
> the list know what browser you used when you experienced this issue.
>
>
> On 6 August 2014 16:56, niraj vara <[hidden email]
> > wrote:
>
>> Hi
>>
>>In Here my RT system I was not able to do as you mention.
>> not allow any add any group name to add.
>>
>> once the cursor click on that text box it will switch down to the
>>
>> Add rights for this group
>>
>> and not able to write any word there ??
>>
>> I am not able to understand why this not allow to add any group name
>> there in text box ???
>>
>>
>>
>>
>>
>>
>> On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters <[hidden email]
>> > wrote:
>>
>>> You need to enter the name of a group that you've already created, then
>>> without pressing Enter, tick the appropriate rights, then press Save
>>> Changes.
>>>
>>>
>>> On 5 August 2014 23:48, niraj vara <[hidden email]
>>> > wrote:
>>>
 Hi Alex

   thank you for your response.


1. primary top menu > Admin > Queues > Select
2. select queue from list
3. secondary top menu > Group Rights/User Rights

 till that step is ok  I select the Group Rights

 But when I try to enter any text on text box it will now allow to do
 that

 and when cursor go to the text box it will goes to the the following
 section only.
 Add rights for this group


 Where I can only select or deselect the check box oinly.

 Why this happened ??? and why not able to enter any text on text box ???

 Please guide for the same.






 On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters <[hidden email]
 > wrote:

> As a super user:
>
>1. primary top menu > Admin > Queues > Select
>2. select queue from list
>3. secondary top menu > Group Rights/User Rights
>4. enter the name of the user/group into the text box on the left
>side
>5. tick the appropriate rights on the right side
>
>
>
> On 5 August 2014 22:37, niraj vara <[hidden email]
> > wrote:
>
>> Hi Alex
>>
>>   I have RT 4.2.1 and I went to the setting of queue but not
>> found any option for User/Group.
>>
>> Can provide the exact sequence how to assign any User/Group to any
>> queue.
>>
>>
>>
>>
>>
>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters <[hidden email]
>> > wrote:
>>
>>> To give a particular user/group access to a particular queue, go
>>> into the settings for that queue and assign the appropriate rights for 
>>> that
>>> user/group.
>>>
>>> Then, to ensure that that user/group cannot access other queues,
>>> remove the rights for those other queues.
>>>
>>> All users who can log into RT are part of the "Everyone" and
>>> "Privileged" groups.  To ensure that a particular user/group cannot 
>>> access
>>> one of your queues, you need to ensure that that queue is only 
>>> accessible
>>> to a specific other group, not Everyone or Privileged.
>>>
>>>
>>> On 4 August 2014 18:35, niraj <[hidden email]
>>> > wrote:
>>>
 Hi

 I want to setup a queue for the particular User/Group. Means
 the any
 particular User/Group only have the  access right for that
 particular queue
 only.

   And that User/Group will not able to view or create any
 ticket on
 other queue.

 How to achieve the same ?? Please guide for the same.



 --
 View this message in context:
 http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html
 Sent from the Request Tracker - User mailing list archive at
 Nabble.com.
 --
 RT Training - Bo

Re: [rt-users] closing a ticket

[Matthias Henze]

Am 06.08.2014 11:20, schrieb Alex Peters:
> By default, RT_Config variable $NotifyActors is set to a false value,
> which means RT doesn't send mail to the person that initiated the
> action.  If you're resolving a ticket and you're one of the requestors,
> you won't receive email in this scenario.

When I set "$NotifyActors" to 1 the the staff person get a notification
when he takes the ticket. The requestor does not get any auto generated
message but the initial reply for the ticket.

> If that's not the problem, is the relevant scrip applied to the correct
> queues?

When I look at the scrips for the queue I can see the scrip for
notification on resolve.

> If that's not the problem, what does RT's debug log report when you
> resolve a ticket?

RT logs when I resolve the ticket and set "Update Type" ot "Comments"
and "Status" to "resolved", as I was used to with 4.0 where the
requestor got notified that the ticket was closed :

[23619] [Wed Aug  6 09:44:09 2014] [debug]: About to prepare scrips for
transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 5 scrips for
TransactionCreate stage with applicable type(s) Status for txn #11167 on
ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #2 because it
isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #10 because
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #12 because
it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #13 because
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: About to commit scrips for
transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Committing scrip #11 on txn
#11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
[23619] [Wed Aug  6 09:44:09 2014] [warning]: Couldn't load object
RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Status for txn #11167 on
ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
[23619] [Wed Aug  6 09:44:10 2014] [debug]: Rendering attachment #7820
of 'text/html' type
(/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)


> 
> The "on resolve" condition only matches when a ticket is set to
> "resolved."  The "on close" condition matches when a ticket is set to an
> "inactive" status (which in a default RT configuration is "resolved" or
> "rejected").
> 
> 
> On 6 August 2014 18:03, Matthias Henze  > wrote:
> 
> Hi,
> 
> when I close a ticket no mail is sent out to the requestor. I've checked
> that there is a scrip "On Resolve Notify Requestors" with the condition
> "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How
> to fix this?
> 
> An other question: What is the difference between "on resolve" and "on
> close" in the condition drop down field?
> 
> TIA
> Matthias
> 
> 
> --
> 
> MHC SoftWare GmbH
> Fichtera 17
> 96274 Itzgrund/Germany
> 
> voice: +49-(0)9533-92006-0
> fax: +49-(0)9533-92006-6
> e-mail: i...@mhcsoftware.de 
> 
> HR Coburg: B2242
> Geschäftsführer: Matthias Henze
> 
> 
> 
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
> 
> 



-- 

MHC SoftWare GmbH
Fichtera 17  
96274 Itzgrund/Germany   

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de

HR Coburg: B2242
Geschäftsführer: Matthias Henze



-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] closing a ticket

[Alex Peters]

By default, RT_Config variable $NotifyActors is set to a false value, which
means RT doesn't send mail to the person that initiated the action.  If
you're resolving a ticket and you're one of the requestors, you won't
receive email in this scenario.

If that's not the problem, is the relevant scrip applied to the correct
queues?

If that's not the problem, what does RT's debug log report when you resolve
a ticket?

The "on resolve" condition only matches when a ticket is set to "resolved."
 The "on close" condition matches when a ticket is set to an "inactive"
status (which in a default RT configuration is "resolved" or "rejected").


On 6 August 2014 18:03, Matthias Henze  wrote:

> Hi,
>
> when I close a ticket no mail is sent out to the requestor. I've checked
> that there is a scrip "On Resolve Notify Requestors" with the condition
> "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How
> to fix this?
>
> An other question: What is the difference between "on resolve" and "on
> close" in the condition drop down field?
>
> TIA
> Matthias
>
>
> --
>
> MHC SoftWare GmbH
> Fichtera 17
> 96274 Itzgrund/Germany
>
> voice: +49-(0)9533-92006-0
> fax: +49-(0)9533-92006-6
> e-mail: i...@mhcsoftware.de
>
> HR Coburg: B2242
> Geschäftsführer: Matthias Henze
>
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Mailgate not working: Could not record email: Could not load a valid user

[Alex Peters]

The debug log is saying that "r...@gmail.com Subject: test" is not a valid
email address.  The line that you are using to send a test email appears to
be missing a newline.  Try this:

(echo "From: r...@gmail.com" ; echo "Subject: test" ; echo ; echo "test") |
/opt/rt/bin/rt-mailgate --queue General --action correspond --url
http://my.company.com/rt --debug


On 6 August 2014 17:43, Tek Bahadur Limbu  wrote:

> Dear all,
>
> I am very new to RT and just setup RT 4.2.6 on a Centos 6 VM machine which
> has an old copy of Qmail running. Installation went fine and now I can
> create Tickets and Reply to Tickets via the Web interface at:
> http://my.company.com/rt/.
>
> However, I am having problems while trying to create Tickets via Email.
>
> While sending email via Mailgate using the command below:
>
> (echo from: r...@gmail.com  Subject: test; echo; echo test) |
> /opt/rt/bin/rt-mailgate --queue General --action correspond --url
> http://my.company.com/rt --debug
>
> I see the following errors on the screen:
>
> /opt/rt/bin/rt-mailgate: temp file is '/tmp/yBDiQmLWn3/D5Z8PB7NBF'
> /opt/rt/bin/rt-mailgate: connecting to
> http://my.company.com/rt/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user
>
> In the rt.log, I see the following:
>
>  [Wed Aug  6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii
> (/opt/rt/sbin/../lib/RT/I18N.pm:595)
>  [Wed Aug  6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii
> (/opt/rt/sbin/../lib/RT/I18N.pm:595)
>  [Wed Aug  6 07:27:53 2014] [error]: Unable to parse an email address from
> r...@gmail.com Subject: test
> : r...@gmail.com Subject: test
>  is not a valid email address (/opt/rt/sbin/../lib/RT/EmailParser.pm:540)
> [Wed Aug  6 07:27:53 2014] [debug]: Converting 'ascii' to 'utf-8' for
> text/plain - Subjectless message (/opt/rt/sbin/../lib/RT/I18N.pm:295)
> [Wed Aug  6 07:27:53 2014] [warning]: Use of uninitialized value
> $NewSubject in scalar chomp at /opt/rt/sbin/../lib/RT/Interface/Email.pm
> line 1350. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:1350)
> [Wed Aug  6 07:27:53 2014] [error]: Couldn't parse or find sender's
> address (/opt/rt/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)
> [Wed Aug  6 07:27:53 2014] [error]: Could not record email: Could not load
> a valid user (/opt/rt/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
> I did some searches for this error which says there is some
> mis-configuration in the Apache settings or not providing rights for
> Everybody in the General Queue to create and reply to Tickets. I have tried
> the help and solutions listed but still facing the same problem.
>
> I have also granted both Create and Reply rights to Everybody and
> Unprivileged for the General Queue.
> Regarding the Apache Web config, I have the following:
>
> AddDefaultCharset UTF-8
> Alias /rt/NoAuth/images /opt/rt/share/html/NoAuth/images/
> ScriptAlias /rt /opt/rt/sbin/rt-server.fcgi/
>
> DocumentRoot "/opt/rt/share/html"
> 
> Order allow,deny
> Allow from all
> Options +ExecCGI
> AddHandler fcgid-script fcgi
> 
>
>
> Regarding my RT_SiteConfig.pm configuration, it is listed as below:
>
> Set( $rtname, 'my.company.com');
> Set($WebPath, "/rt");
> 1;
>
> Set(@ReferrerWhitelist, qw(www.example.com:443  1.2.3.4:80
> my.company.com:80));
> Set($Organization, "my.company.com");
> Set($WebBaseURL, "http://my.company.com";);
> Set($WebDomain, 'my.company.com');
> Set($CorrespondAddress, 'corresp...@my.company.com');
> Set($CommentAddress, 'comm...@my.company.com');
> Set($OwnerEmail, "ad...@my.company.com");
>
> Set($LogToSyslog, 'info');
> Set($LogToFile , 'debug'); #debug is very noisy
> Set($LogDir, '/opt/rt/var/log');
> Set($LogToFileNamed , "rt.log");#log to rt.log
>
> Set($WebRemoteUserAuth , 0);
> Set($WebFallbackToRTLogin , 1);
> Set($SenderMustExistInExternalDatabase , 0);
> Set($AutoCreateNonExternalUsers , 1);
>
>
> What could be the problem here?
> Any help will be very much appreciated.
>
>
> Thanks,
> Best Regards,
> Tek Limbu
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] setup queue for particular user

[Alex Peters]

The page works as expected for me in Google Chrome, but looking at the
source for that component of the page, I'm somewhat surprised that it works
at all.

The  field is wrapped in an  element.  I think this explains the
behaviour that you're experiencing, and I think this might be an RT bug.

Please consider using another browser as a workaround, and also letting the
list know what browser you used when you experienced this issue.


On 6 August 2014 16:56, niraj vara  wrote:

> Hi
>
>In Here my RT system I was not able to do as you mention.
> not allow any add any group name to add.
>
> once the cursor click on that text box it will switch down to the
>
> Add rights for this group
>
> and not able to write any word there ??
>
> I am not able to understand why this not allow to add any group name there
> in text box ???
>
>
>
>
>
>
> On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters  wrote:
>
>> You need to enter the name of a group that you've already created, then
>> without pressing Enter, tick the appropriate rights, then press Save
>> Changes.
>>
>>
>> On 5 August 2014 23:48, niraj vara  wrote:
>>
>>> Hi Alex
>>>
>>>   thank you for your response.
>>>
>>>
>>>1. primary top menu > Admin > Queues > Select
>>>2. select queue from list
>>>3. secondary top menu > Group Rights/User Rights
>>>
>>> till that step is ok  I select the Group Rights
>>>
>>> But when I try to enter any text on text box it will now allow to do
>>> that
>>>
>>> and when cursor go to the text box it will goes to the the following
>>> section only.
>>> Add rights for this group
>>>
>>>
>>> Where I can only select or deselect the check box oinly.
>>>
>>> Why this happened ??? and why not able to enter any text on text box ???
>>>
>>> Please guide for the same.
>>>
>>>
>>>
>>>
>>>
>>>
>>> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters  wrote:
>>>
 As a super user:

1. primary top menu > Admin > Queues > Select
2. select queue from list
3. secondary top menu > Group Rights/User Rights
4. enter the name of the user/group into the text box on the left
side
5. tick the appropriate rights on the right side



 On 5 August 2014 22:37, niraj vara  wrote:

> Hi Alex
>
>   I have RT 4.2.1 and I went to the setting of queue but not
> found any option for User/Group.
>
> Can provide the exact sequence how to assign any User/Group to any
> queue.
>
>
>
>
>
> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters  wrote:
>
>> To give a particular user/group access to a particular queue, go into
>> the settings for that queue and assign the appropriate rights for that
>> user/group.
>>
>> Then, to ensure that that user/group cannot access other queues,
>> remove the rights for those other queues.
>>
>> All users who can log into RT are part of the "Everyone" and
>> "Privileged" groups.  To ensure that a particular user/group cannot 
>> access
>> one of your queues, you need to ensure that that queue is only accessible
>> to a specific other group, not Everyone or Privileged.
>>
>>
>> On 4 August 2014 18:35, niraj  wrote:
>>
>>> Hi
>>>
>>> I want to setup a queue for the particular User/Group. Means the
>>> any
>>> particular User/Group only have the  access right for that
>>> particular queue
>>> only.
>>>
>>>   And that User/Group will not able to view or create any ticket
>>> on
>>> other queue.
>>>
>>> How to achieve the same ?? Please guide for the same.
>>>
>>>
>>>
>>> --
>>> View this message in context:
>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html
>>> Sent from the Request Tracker - User mailing list archive at
>>> Nabble.com.
>>> --
>>> RT Training - Boston, September 9-10
>>> http://bestpractical.com/training
>>>
>>
>>
>
>
> --
> Niraj M. Vara
> Linux Administrator
> Mavenvista Pvt. Ltd.
>
>
> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON"
>


>>>
>>>
>>> --
>>> Niraj M. Vara
>>> Linux Administrator
>>> Mavenvista Pvt. Ltd.
>>>
>>>
>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON"
>>>
>>
>>
>
>
> --
> Niraj M. Vara
> Linux Administrator
> Mavenvista Pvt. Ltd.
>
>
> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON"
>
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] An Approval Queue Problem

[AJ]

I have created a queue called "ReviewApproval" with the "approval" Lifecycle.
I use it in tandem with the built-in "___Approvals" queue. 

Both queues share nearly identical response templates (The in-built
"___Approvals" queue needs no scrips. "ReviewApproval" has custom scrips to
mirror the "___Approvals" behaviour).

When a ticket is created, two depends-on tickets are also created; One in
the "ReviewApproval" queue and another in the "___Approvals" queue.

When the "ReviewApproval" ticket is resolved, the template response is
applied to the depends-on ticket in the "ReviewApproval" queue NOT the
original ticket.

When the "___Approvals" ticket is resolved the template response IS added to
the original ticket.

How can I mimic the "___Approvals" response behaviour?





--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/An-Approval-Queue-Problem-tp58221.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] closing a ticket

[Matthias Henze]

Hi,

when I close a ticket no mail is sent out to the requestor. I've checked
that there is a scrip "On Resolve Notify Requestors" with the condition
"on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How
to fix this?

An other question: What is the difference between "on resolve" and "on
close" in the condition drop down field?

TIA
Matthias


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[rt-users] Mailgate not working: Could not record email: Could not load a valid user

[Tek Bahadur Limbu]

Dear all,

I am very new to RT and just setup RT 4.2.6 on a Centos 6 VM machine which
has an old copy of Qmail running. Installation went fine and now I can
create Tickets and Reply to Tickets via the Web interface at:
http://my.company.com/rt/.

However, I am having problems while trying to create Tickets via Email.

While sending email via Mailgate using the command below:

(echo from: r...@gmail.com  Subject: test; echo; echo test) |
/opt/rt/bin/rt-mailgate --queue General --action correspond --url
http://my.company.com/rt --debug

I see the following errors on the screen:

/opt/rt/bin/rt-mailgate: temp file is '/tmp/yBDiQmLWn3/D5Z8PB7NBF'
/opt/rt/bin/rt-mailgate: connecting to
http://my.company.com/rt/REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user

In the rt.log, I see the following:

 [Wed Aug  6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt/sbin/../lib/RT/I18N.pm:595)
 [Wed Aug  6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt/sbin/../lib/RT/I18N.pm:595)
 [Wed Aug  6 07:27:53 2014] [error]: Unable to parse an email address from
r...@gmail.com Subject: test
: r...@gmail.com Subject: test
 is not a valid email address (/opt/rt/sbin/../lib/RT/EmailParser.pm:540)
[Wed Aug  6 07:27:53 2014] [debug]: Converting 'ascii' to 'utf-8' for
text/plain - Subjectless message (/opt/rt/sbin/../lib/RT/I18N.pm:295)
[Wed Aug  6 07:27:53 2014] [warning]: Use of uninitialized value
$NewSubject in scalar chomp at /opt/rt/sbin/../lib/RT/Interface/Email.pm
line 1350. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:1350)
[Wed Aug  6 07:27:53 2014] [error]: Couldn't parse or find sender's address
(/opt/rt/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)
[Wed Aug  6 07:27:53 2014] [error]: Could not record email: Could not load
a valid user (/opt/rt/share/html/REST/1.0/NoAuth/mail-gateway:75)

I did some searches for this error which says there is some
mis-configuration in the Apache settings or not providing rights for
Everybody in the General Queue to create and reply to Tickets. I have tried
the help and solutions listed but still facing the same problem.

I have also granted both Create and Reply rights to Everybody and
Unprivileged for the General Queue.
Regarding the Apache Web config, I have the following:

AddDefaultCharset UTF-8
Alias /rt/NoAuth/images /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/sbin/rt-server.fcgi/

DocumentRoot "/opt/rt/share/html"

Order allow,deny
Allow from all
Options +ExecCGI
AddHandler fcgid-script fcgi



Regarding my RT_SiteConfig.pm configuration, it is listed as below:

Set( $rtname, 'my.company.com');
Set($WebPath, "/rt");
1;

Set(@ReferrerWhitelist, qw(www.example.com:443  1.2.3.4:80 my.company.com:80
));
Set($Organization, "my.company.com");
Set($WebBaseURL, "http://my.company.com";);
Set($WebDomain, 'my.company.com');
Set($CorrespondAddress, 'corresp...@my.company.com');
Set($CommentAddress, 'comm...@my.company.com');
Set($OwnerEmail, "ad...@my.company.com");

Set($LogToSyslog, 'info');
Set($LogToFile , 'debug'); #debug is very noisy
Set($LogDir, '/opt/rt/var/log');
Set($LogToFileNamed , "rt.log");#log to rt.log

Set($WebRemoteUserAuth , 0);
Set($WebFallbackToRTLogin , 1);
Set($SenderMustExistInExternalDatabase , 0);
Set($AutoCreateNonExternalUsers , 1);


What could be the problem here?
Any help will be very much appreciated.


Thanks,
Best Regards,
Tek Limbu
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http://bestpractical.com/training