date:20160926

[rt-users] O365/Fetchmail

2016-09-26 Thread Joel Bergmark

Hi all

Have searched tons about Fetchmail/o365 but to no avail, we are migrating to
Office 365 but still have the exchange on-premise for RT to work. Just want to
get out the question, has anyone here managed to IMAP a Shared Mailbox in O365
into RT? Also read this but no solution:
https://quornicus.wordpress.com/2016/01/08/fetchmail-office-365-configuration-rt/

poll serverdomainname.here
protocol IMAP
auth password**
user "local.domain\\user-credentials\\shared-mailboxname"
pass "secretpassword"
mda "/usr/bin/rt-mailgate --queue Testqueue --action correspond --url
http://rt.domainname"; keep

Error: Authorization failure.

I have also tried to use SSL but fetchmail debug gives same error, even when
trying to imap the users mailbox. We have a consultant doing this migration for
us to O365, but not even them have managed to come around this issue. In my
fetchmailconf file I have 15 working boxes that I'm polling, but only o365 is
not working.

fetchmail: outlook.office365.com key fingerprint:
3A:A4:58:42:56:CD:BD:11:19:5B:CF:1E:85:16:8E:4D
fetchmail: outlook.office365.com fingerprints match.
fetchmail: IMAP< * OK The Microsoft Exchange IMAP4 service is ready.
[SABFADEAUABSADAANgBDAEEAMAAwADcANgAuAGUAdQByAHAAcgBkADAANgAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A]
fetchmail: IMAP> A0001 CAPABILITY
fetchmail: IMAP< * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR
UIDPLUS MOVE ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+
fetchmail: IMAP< A0001 OK CAPABILITY completed.
fetchmail: Protocol identified as IMAP4 rev 1
fetchmail: GSSAPI error gss_inquire_cred: Unspecified GSS failure. Minor code
may provide more information
fetchmail: GSSAPI error gss_inquire_cred: No Kerberos credentials available
fetchmail: No suitable GSSAPI credentials found. Skipping GSSAPI authentication.
fetchmail: If you want to use GSSAPI, you need credentials first, possibly from
kinit.
fetchmail: IMAP> A0002 LOGIN "local.domain\\user-credential" *
fetchmail: IMAP< A0002 NO LOGIN failed.
fetchmail: Authorization failure on
local.domain\user-credent...@outlook-emeawest.office365.com
fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15
fetchmail: IMAP> A0003 LOGOUT
fetchmail: IMAP< * BYE Microsoft Exchange Server 2016 IMAP4 server signing off.
fetchmail: IMAP< A0003 OK LOGOUT completed.
fetchmail: 6.3.26 querying outlook.office365.com (protocol IMAP) at Mon 26 Sep
2016 03:13:44 PM CEST: poll completed
Merged UID list from outlook.office365.com:

Thankful of any input on this, will post solution when found.
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Re: [rt-users] Where is the 'privileged' group?

2016-09-26 Thread Matt Zagrabelny

Admin -> Users -> Select

Let this user be granted rights (Privileged)

-m

On Mon, Sep 26, 2016 at 4:08 PM, Alex Hall  wrote:
> Hello again,
> I created a user, and he reported later that he'd added himself to the admin
> group. I was going to do that anyway, but I'm concerned that he had the
> right to do that on his own. I think the problem lies in the privileges I
> gave the 'privileged' group when I was first setting up RT. Now, though, all
> I can find are my own groups; the un/privileged ones are nowhere to be
> found. How do I get back to them to remove some rights from the privileged
> group? Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Where is the 'privileged' group?

2016-09-26 Thread Alex Hall

Hello again,
I created a user, and he reported later that he'd added himself to the
admin group. I was going to do that anyway, but I'm concerned that he had
the right to do that on his own. I think the problem lies in the privileges
I gave the 'privileged' group when I was first setting up RT. Now, though,
all I can find are my own groups; the un/privileged ones are nowhere to be
found. How do I get back to them to remove some rights from the privileged
group? Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Some users getting CSRF warnings when creating tickets?

2016-09-26 Thread Alex Hall

Hi all,
We're starting to have more people test RT now. Oddly, the two who just
started trying it out get CSRF warnings when they try to make or update
tickets, while no one else does. They are using Chrome, but so is a guy who
is *not* getting the warnings. We're all in the same building, thus on the
same network. Any idea why this might be happening? My Nginx log for RT
doesn't include anything about this, and my RT log is empty. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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[rt-users] banner message

2016-09-26 Thread Dunbar, Brian

Hello,

Is there a way to add a reminder on the SelfService Page?  ie before submitting 
did you do X?

Brian Dunbar
Service Desk Manager
VON Canada
2150 Islington Ave #301
Toronto ON M9P 3V4
Telephone 647 788 3277
Mobile 416 454 8975

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Re: [rt-users] Change status to open when user respond to a ticket.

2016-09-26 Thread Felix Defrance

Thx for the doc Vinzenz. 

And now, do you think my scrip below will do the job ? (I'm not familar with 
perl..)

## --- Condition: User defined
## --- Action: User defined
## --- Template: blank

## --- Custom Condition:

return 0 unless ( 
$self->TransactionObj->Type eq "Correspond" 
&& $self->TicketObj->QueueObj->Name eq "customercare"
&& $self->TicketObj->Status eq "customer_feedback_required"
);
return 1;



## --- Custom action preparation code: 
return 1;


## --- Custom action cleanup code:
$self->TicketObj->SetStatus("open");

Félix.



Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>
> Hi,
>
>  
>
> I solved this by creating a custom scrip. Take a look at
> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>
>  
>
> Cheers,
>
> Vinzenz
>
> Vinzenz Sinapius
> Information Technology | Informationstechnik
>
> *trace**tronic***GmbH
> Stuttgarter Str. 3
> 01189 DRESDEN
> GERMANY
>
> Phone: +49 351 205768-167
> Fax: +49 351 205768-999
> E-mail: vinzenz.sinap...@tracetronic.de
> 
>
> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
> Dr.-Ing. Peter Strähle
> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>
>  
>
> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Piet Honkoop
> *Gesendet:* Montag, 26. September 2016 15:32
> *An:* Felix Defrance ; rt-users@lists.bestpractical.com
> *Betreff:* Re: [rt-users] Change status to open when user respond to a
> ticket.
>
>  
>
> Hi,
>
> I'm curious how to solve this one too :)
>
> even a bit more specific: if the requestor mails, reset status (so not
> 'anybody')
>
> Best regards,
>
> Piet
>
>  
>
> On 26-9-2016 14:46, Felix Defrance wrote:
>
> Hi, 
>
>
> I need to change ticket status to open when anybody respond to a
> ticket by email or web UI and when the ticket is in a specific status.
>
> This is a custom lifecycle, without stalled status, and which the
> stalled status is a custom named status.
>
> So anybody known, how i could do the same "lifecycle" as stalled,
> but for another status ?
>
> Thx,
>
> -- 
>
> Félix Defrance
>
> PGP: 0x0F04DC57
>
>
> -- 
> Dit bericht is gescanned op virussen en andere gevaarlijke
> inhoud door *MailScanner* en lijkt schoon te zijn.
>
>
> -
>
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
>
> * Boston - October 24-26
>
> * Los Angeles - Q1 2017
>
>
>
> -- 
> Dit bericht is gescanned op virussen en andere gevaarlijke
> inhoud door *MailScanner* en lijkt schoon te zijn.
>

-- 
Félix Defrance
PGP: 0x0F04DC57

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Pushing Tickets in queue the "pusher" is not a member of?

2016-09-26 Thread Patrick G. Stoesser


Hello there,

I'm using RT 4.2.8. I'm having several queues for several departments.

Now, tickets have to be pushed into other queues where then the 
according department works on them. But the "pusher" should not be a 
member of the queue, and he should not even see the queue.


Now I'm not getting anywhere with this. How do I systematically enable 
users to push tickets in queues in which they are no members, and which 
they don't need to see?


Thanks for any advice.

Regards, Patrick
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RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
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Re: [rt-users] Change status to open when user respond to a ticket.

2016-09-26 Thread Sinapius, Vinzenz

Hi,

I solved this by creating a custom scrip. Take a look at 
https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and 
https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinap...@tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. 
Peter Strähle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Piet Honkoop
Gesendet: Montag, 26. September 2016 15:32
An: Felix Defrance ; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Change status to open when user respond to a ticket.


Hi,

I'm curious how to solve this one too :)

even a bit more specific: if the requestor mails, reset status (so not 
'anybody')

Best regards,

Piet

On 26-9-2016 14:46, Felix Defrance wrote:

Hi,

I need to change ticket status to open when anybody respond to a ticket by 
email or web UI and when the ticket is in a specific status.

This is a custom lifecycle, without stalled status, and which the stalled 
status is a custom named status.

So anybody known, how i could do the same "lifecycle" as stalled, but for 
another status ?

Thx,

--

Félix Defrance

PGP: 0x0F04DC57

--
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.



-

RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training

* Boston - October 24-26

* Los Angeles - Q1 2017


--
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Change status to open when user respond to a ticket.

2016-09-26 Thread Piet Honkoop


Hi,

I'm curious how to solve this one too :)

even a bit more specific: if the requestor mails, reset status (so not 
'anybody')


Best regards,

Piet


On 26-9-2016 14:46, Felix Defrance wrote:


Hi,


I need to change ticket status to open when anybody respond to a 
ticket by email or web UI and when the ticket is in a specific status.


This is a custom lifecycle, without stalled status, and which the 
stalled status is a custom named status.


So anybody known, how i could do the same "lifecycle" as stalled, but 
for another status ?


Thx,

--
Félix Defrance
PGP: 0x0F04DC57

--
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door *MailScanner* en lijkt schoon te zijn.


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017



--
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Change status to open when user respond to a ticket.

2016-09-26 Thread Felix Defrance

Hi, 


I need to change ticket status to open when anybody respond to a ticket
by email or web UI and when the ticket is in a specific status.

This is a custom lifecycle, without stalled status, and which the
stalled status is a custom named status.

So anybody known, how i could do the same "lifecycle" as stalled, but
for another status ?

Thx,

-- 
Félix Defrance
PGP: 0x0F04DC57

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Merging Tickets

2016-09-26 Thread Emmanuel Lacour

Le 26/09/2016 à 07:44, Thanos Constantopoulos a écrit :
> Odyssey
>
> Dear All
>
>  
>
> Is there a way to prevent ticket merging when the tickets are not in
> the same queue?
>
>  
>


you have to override the method RT::Ticket->MergeInto for this.

Here is an (untested) sample code to put in rt/local/lib/RT/Ticket_Local.pm:


package RT::Ticket;

use strict;
no warnings qw(redefine);

my $old_mergeinto = \&MergeInto;

*MergeInto = sub {
my $self = shift;
my $ticket_id = shift;

my $MergeInto = RT::Ticket->new($self->CurrentUser);
$MergeInto->Load($ticket_id);

if ( $MergeInto->Id ) {
if ( $self->Queue != $MergeInto->Queue ) {
 return ( 0, $self->loc("Can't merge tickets from
different queues ([_1], [_2])", $self->QueueObj->Name,
$MergeInto->QueueObj->Name) );
}
}
   
return $old_mergeinto->($self, @_);

};

1;



if you only take care of the web interface, youb should be able to block
the merge processing using the callback located in
share/html/Ticket/ModifyLinks.html, by looking at posted args, loading
target ticket and checking queues against $TicketObj->Queue. Then if
queues does not match, push a message in @$Results and delete the merge
from $ARGSRef.
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RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] O365/Fetchmail

Re: [rt-users] Where is the 'privileged' group?

[rt-users] Where is the 'privileged' group?

[rt-users] Some users getting CSRF warnings when creating tickets?

[rt-users] banner message

Re: [rt-users] Change status to open when user respond to a ticket.

[rt-users] Pushing Tickets in queue the "pusher" is not a member of?

Re: [rt-users] Change status to open when user respond to a ticket.

Re: [rt-users] Change status to open when user respond to a ticket.

[rt-users] Change status to open when user respond to a ticket.

Re: [rt-users] Merging Tickets

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