date:20160211

[rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue)

2016-02-11 Thread fleon

I am upgrading to 4.4 from 4.2 and following all steps in the upgrading file
and readme, but when i do make upgrade-database i am getting the following
error:

[23547] [Thu Feb 11 14:45:19 2016] [warning]: You have 626 users(s) with a
non-empty value for column 'ExternalAuthId'. Core RT does not use this
column, so perhaps an extension or local modification makes use of it.
Please migrate these user values to a custom field or an attribute because
this upgrade will drop these columns. at ./etc/upgrade/4.3.0/content line
67, <$handle> line 1. (./etc/upgrade/4.3.0/content:67)
make: *** [upgrade-database] Error 1

The docs said to remove the plugin from the local dir, to remove the plugin
declaration in SiteConfig and also to add Set($ExternalAuth, 1); to that
file, which i did.

My guess is that the failure is caused by using this configuration:

[...]
# The mapping of RT attributes on to LDAP attributes
  'attr_map'  =>  {   'Name' => 'sAMAccountName',
  'EmailAddress' => 'mail',
  'Organization' => 'physicalDeliveryOfficeName',
  'RealName' => 'displayName',
  *'ExternalAuthId' => 'sAMAccountName',*
[...]

How do i fix this? This is practically required for any setup that uses
Windows Active Directory. Let's suppose the answer is to drop all these
values as the upgrade script says, but then how would i force the script to
run since it stops?




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Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

2016-02-11 Thread Gavin Henry

> Could you try adding this as well?
>
> Set( $ExternalAuth, 1 );
>
>> I'd be grateful for any ideas or pointers!
>
> Please let us know if that gets you back up and running. We’ll do a better 
> job about this in 4.4.1.

We're the same here. Running RT with upgrading since 2003. Very few
gotchas along the way, i.e. not reading release notes.

Hit this today (should have waited for 4.4.1 :-) ) via fetchmail (that
subroutine is there):


--
RT server error.

The RT server which handled your email did not behave as expected. It
said:

Undefined subroutine
::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo called at
/opt/rt4/sbin/../lib/RT/User.pm line 787.

Stack:
  [/opt/rt4/sbin/../lib/RT/User.pm:786]
  [/opt/rt4/sbin/../lib/RT/User.pm:699]
  [/opt/rt4/sbin/../lib/RT/User.pm:134]
  [/opt/rt4/sbin/../lib/RT/User.pm:531]
  [/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:338]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:224]
  [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]


After adding Set( $ExternalAuth, 1 ); all our stuck mails are now
creating tickets for sales/support that haven't emailed us before.

I can't see Set( $ExternalAuth, 1 ); in RT_Config.pm as an example?

Thanks.


-- 
http://www.suretecsystems.com/services/openldap/
http://www.surevoip.co.uk

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[rt-users] Error in rt-email-dashboards

2016-02-11 Thread fleon

I am getting this error on my mail regarding a CustomRoles table not
existing:

[26783] [Thu Feb 11 15:30:02 2016] [warning]: DBD::mysql::st execute failed:
+Table 'rt4.CustomRoles' doesn't exist at
+/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 586.
+(/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm:586)
[26783] [Thu Feb 11 15:30:02 2016] [warning]: RT::Handle=HASH(0x9a9d070)
+couldn't execute the query 'SELECT main.* FROM CustomRoles main  WHERE
+(main.Disabled = '0') ' at
+/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 599.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x9a9d070),
"SELECT main.* FROM CustomRoles main  WHERE (main.Disabled = '"...) called
at
+/usr/local/share/perl/5.14.2/DBIx/SearchBuilder.pm line 239
DBIx::SearchBuilder::_DoSearch(RT::CustomRoles=HASH(0xb1d5ee8))
called a
+t /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 982
RT::SearchBuilder::_DoSearch(RT::CustomRoles=HASH(0xb1d5ee8)) called
at
+/usr/local/share/perl/5.14.2/DBIx/SearchBuilder.pm line 507
DBIx::SearchBuilder::Next(RT::CustomRoles=HASH(0xb1d5ee8)) called at
/opt/rt4/sbin/../lib/RT/CustomRoles.pm line 104
RT::CustomRoles::RegisterRoles("RT::CustomRoles") called at
/opt/rt4/sbi
+n/../lib/RT.pm line 202
RT::Init() called at /opt/rt4/sbin/rt-email-dashboards line 93
(/usr/local/share/perl/5.14.2/Carp.pm:169)


Here are my cron entries:
# Recordatorios RT
#40 8 * * *   root/opt/rt4/bin/rt-crontool --search
RT::Search::ActiveTicketsInQueue  --search-arg apoyo  --condition
RT::Condition::Overdue --action RT
::Action::SetPriority --action-arg 99 --verbose
#0 8 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
--search-a
rg "Queue = 'apoyo' AND Owner != 'Nobody' AND (  Status = 'open' OR Status =
'new' ) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg
Owner,AlwaysNotifyActor --template 'Recordatorio' --transaction first
#0 14 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
--search-
arg "Queue = 'apoyo' AND Owner != 'Nobody' AND (  Status = 'open' OR Status
= 'new' ) AND Created < '1 day ago'" --action RT::Action::Notify
--action-arg Owner,
AlwaysNotifyActor --template 'Recordatorio' --transaction first

I really don't see anything in the upgrade file regarding this, only some
example with custom roles referencing the CustomRole table (notice it's
CustomRole and not CustomRoles). Is this a bug? I am quite sure i am not
referencing any table regarding custom roles.



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[rt-users] [rt-announce] Join us in DC for Request Tracker training in May!

2016-02-11 Thread Talena Gandy

On the heels of releasing RT 4.4, we're thrilled to announce our next public 
training session. Please join us in Washington, DC, on May 23-24, 2016!

This training will introduce you to the new features in RT 4.4 as part of a 
comprehensive overview of RT. Whether you're an old hand at RT or a recent 
convert, you'll have a good understanding of all of RT's features and 
functionality by the end of the session.

Also, this session will include RTIR training! We will walk through the 
incident response workflow, how to integrate RTIR with other systems, and how 
to best leverage RT's features for security teams (especially the new ones in 
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We can’t wait to tell you about what we’ve added for you in RT 4.4, including 
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into account. There’s a new built-in timer for tracking time worked on tickets. 
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as reuse existing attachments on replies.

We’ll show how RT 4.4 improves things behind the scenes for you. You can have 
your users authenticate against external services (LDAP). RT can now seamlessly 
store attachments outside of its database, putting them on the filesystem, 
uploading to Amazon S3, or in Dropbox. You can even serve them directly out of 
S3. You can create custom role groups then assign them to queues and tickets. 
These custom roles can have their own permissions and notifications. We think 
you’ll find these are foundational for improving automation. There are also 
some major performance enhancements like gradual ticket history loading that 
will improve your team’s day to day experience.

Agenda

The first day of training starts off with a tour of RT's web interface and 
continues with a detailed exploration and explanation of RT's functionality, 
aimed at non-programmer RT administrators and users. We'll walk through setting 
up a common helpdesk configuration, from rights management, constructing 
workflows and notifications, and the basics of Lifecycles.

The second day of training picks up with server-side RT administration and 
dives into what you need to safely customize and extend RT. We'll cover 
upgrading and deploying RT, database tuning, advanced Lifecycle configurations, 
writing tools with RT's API, building an extension, and demonstrate how to 
extensibly alter the web UI and internal functions. RTIR will be the focus in 
the afternoon of the second day.

It goes without saying that you'll get the most out of training if you attend 
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you want to attend both days or a single day and the full names and email 
addresses of attendees.

Finally, please contact us at train...@bestpractical.com for discounted pricing 
if you are from an academic institution or if you'd like to send more than 3 
people.

Thanks for supporting RT!

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Re: [rt-users] Error in rt-email-dashboards

2016-02-11 Thread fleon

Seems that those errors are because cron jobs ran in the middle of the
upgrade (right before i resolved my make upgrade-database issues) so i think
i won't see them again. I checked and the CustomRoles table exists, and it's
empty like it should be.



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Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

2016-02-11 Thread Shawn Moore

Hi Gavin,

On 2016年2月11日 at 10:20:44, Gavin Henry (gavin.he...@gmail.com) wrote:
> Undefined subroutine
> ::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo called at
> /opt/rt4/sbin/../lib/RT/User.pm line 787.

Could you try loading that module in that bit of code, near 
/opt/rt4/lib/RT/User.pm line 787. Changing:

    if($config->{'type'} eq 'ldap'){
        ($found, %params) = 
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo($service,$key,$value);
    } elsif ($config->{'type'} eq 'db') {

to:

    if($config->{'type'} eq 'ldap’){
        require RT::Authen::ExternalAuth::LDAP;
        ($found, %params) = 
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo($service,$key,$value);
    } elsif ($config->{'type'} eq 'db') {

Please let us know if that makes it any better.

Thanks,
Shawn



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[rt-users] override mail adress for forwarding

2016-02-11 Thread frankfurter

Hi!

i'm trying to find a way to forward tickets from one of our queues with the
queues mailaddress, NOT the users address. 
the problem is we need this only for one queue, for all other queues we need 
Set($ForwardFromUser, 1); in RT_SiteConfig. 

is there a way to override the users address in a template or scrib ? 

thanks in advance

David





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Re: [rt-users] override mail adress for forwarding

2016-02-11 Thread Parish, Brent

Hope I understood your question correctly!

Our RT sends mail that appears to come from the Actor, e.g. bparish VIA RT
One queue wants their outbound RT email to come from the Queue, e.g.  Helpdesk 
Via RT

To do that, I copied lib/RT/Action/SendEmail.pm to  local/lib/RT/Action and 
added a line:

Look for the GetFriendlyName subroutine, around line 948.
Scroll down a few lines down to the "Unless" section:
unless ( $friendly_name ) {
$friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;

And add a line like this:
$friendly_name = $self->TicketObj->QueueObj->Description if 
($self->TicketObj->QueueObj->Name eq 'Helpdesk');

(changing 'Helpdesk' to the name of your queue).

So in the end it would look like this:

unless ( $friendly_name ) {
$friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;
$friendly_name = $self->TicketObj->QueueObj->Description if 
($self->TicketObj->QueueObj->Name eq 'Helpdesk');
if ( $friendly_name =~ /^"(.*)"$/ ) {# a quoted string
$friendly_name = $1;
}
}

Bear in mind that you will need to manually merge changes with new versions of 
RT!
(do a diff to see if there are any changes in new versions with the 
SendEmail.pm file)

Hope it helps,
Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
frankfurter
Sent: Thursday, February 11, 2016 8:19 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] override mail adress for forwarding

Hi!

i'm trying to find a way to forward tickets from one of our queues with the 
queues mailaddress, NOT the users address. 
the problem is we need this only for one queue, for all other queues we need 
Set($ForwardFromUser, 1); in RT_SiteConfig. 

is there a way to override the users address in a template or scrib ? 

thanks in advance

David





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[rt-users] Run Checks/Errors on Custom Fields from external database

2016-02-11 Thread Travis Slusher

How would I best go about checking a custom field for validity from an external 
database, and display an error if it is not valid?  I want to have Request 
Tracker check a Custom Field and not create the ticket if it is not valid. 

I am checking against a database so I don't think the Validation property for 
Custom Fields will help me here.

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Re: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue)

2016-02-11 Thread Andrew Marosi

I had to update the table and remove the ExternaAuthId; and comment out the 
ExternalAuthID from the LDAP config.  In my environment ExternalAuthId held the 
same info as Name

-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
fleon
Sent: Thursday, February 11, 2016 6:03 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid 
issue)

I am upgrading to 4.4 from 4.2 and following all steps in the upgrading file 
and readme, but when i do make upgrade-database i am getting the following
error:

[23547] [Thu Feb 11 14:45:19 2016] [warning]: You have 626 users(s) with a 
non-empty value for column 'ExternalAuthId'. Core RT does not use this column, 
so perhaps an extension or local modification makes use of it.
Please migrate these user values to a custom field or an attribute because this 
upgrade will drop these columns. at ./etc/upgrade/4.3.0/content line 67, 
<$handle> line 1. (./etc/upgrade/4.3.0/content:67)
make: *** [upgrade-database] Error 1

The docs said to remove the plugin from the local dir, to remove the plugin 
declaration in SiteConfig and also to add Set($ExternalAuth, 1); to that file, 
which i did.

My guess is that the failure is caused by using this configuration:

[...]
# The mapping of RT attributes on to LDAP attributes
  'attr_map'  =>  {   'Name' => 'sAMAccountName',
  'EmailAddress' => 'mail',
  'Organization' => 'physicalDeliveryOfficeName',
  'RealName' => 'displayName',
  *'ExternalAuthId' => 'sAMAccountName',* [...]

How do i fix this? This is practically required for any setup that uses Windows 
Active Directory. Let's suppose the answer is to drop all these values as the 
upgrade script says, but then how would i force the script to run since it 
stops?

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[rt-users] Issues After Upgrading to 4.4

2016-02-11 Thread Satyajeet Singh

Hi All,

After Upgrading to 4.4 I noticed that values for Custom DateTime Fields
entered by non root users is being considered as UTC irrespective of what
timezone has been set in RT_SIteConfig. For en example, with Asia/Dubai
(UTC +4) as a time zone, when I select 6:00 PM and create the ticket, it
gets displayed as 10:00PM. However there is no such issues when logged in
as root.

Appreciate your immediate support on this.

Thank you
--
Kind Regards,
Jeet

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[rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue)

Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[rt-users] Error in rt-email-dashboards

[rt-users] [rt-announce] Join us in DC for Request Tracker training in May!

Re: [rt-users] Error in rt-email-dashboards

Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[rt-users] override mail adress for forwarding

Re: [rt-users] override mail adress for forwarding

[rt-users] Run Checks/Errors on Custom Fields from external database

Re: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue)

[rt-users] Issues After Upgrading to 4.4

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