Re: [rt-users] help

[Gary Greene]

The system is all in Perl, so this should be do-able by modifying the code in 
the various templates in $PREFIX/html. I would also strongly recommend that if 
you do changes, a) first do them on a test box to validate that it works as 
expected, b) don’t modify the files directly, but rather copy them to your 
overrides directory (in my case $PREFIX/local/html) to ensure that upgrades in 
the future are smoother.

If you or your staff aren’t comfortable in Perl, you can always reach out to 
Best Practical to make the changes for your site, which would likely have a 
higher chance of making it into the next release, ensuring that this feature 
stays in RT in versions to come.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Jul 7, 2016, at 5:44 AM, it_st...@telenet.be wrote:
> 
> this would be something awsome!
> 
> From: "Nagraj Arya" 
> To: rt-users@lists.bestpractical.com
> Sent: Tuesday, July 5, 2016 6:55:39 PM
> Subject: Re: [rt-users] help
> 
> Can Anyone Help?
> 
> 
> From: rt-devel [mailto:rt-devel-boun...@lists.bestpractical.com] On Behalf Of 
> Nagraj Arya
> Sent: Thursday, June 30, 2016 8:01 AM
> To: rt-de...@lists.bestpractical.com; rt-users@lists.bestpractical.com
> Subject: [rt-devel] help
> 
> Hi,
> I am new to RT so your help is really appreciated.
> We are trying to see if we can create a dashboard and add a field which shows 
> all the attachments for that ticket in the dashboard itself
> 
> Instead of going to the ticket details and  seeing the attachments.
> 
> 
> 
> 
> Is it possible, can you please guide me to achieve it..
> 
> //BR
> Nagraj Arya
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016



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Re: [rt-users] Alternative GUIs for RT?

[Gary Greene]

Wow! This is nice looking and much more functional for average users. Is this 
still based off RT3 code, or have you based it off the 4.x series? Also, are 
there any plans to make your changes available for public consumption?

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 31, 2016, at 8:44 AM, akos.to...@docca.hu wrote:
> 
> Hi Vegard,
> 
> We had a plan for a similar goal: 
> http://lists.bestpractical.com/pipermail/rt-users/2014-March/083068.html 
> 
> 
> We had and have not enough knowledge to use the new REST interface, so we 
> couldn't reach the original goal, but we made a lot of small ajax 
> implementations:
> 
> - we have a Results.html with all the fields is editable in the ticket list, 
> so the user could modify all the data (the columns) without 
> clicking-getting-diving into the ticket, and diving deeper into the 
> particular sub-page or jumbo (basics, dates, etc).
> 
> ​
> - a TicketSimple.html, just the necessary data
> 
> - we've changed the Ticket.html header, almost every field (custum and 
> default) field is ajax editable, no need to move to jumbo or so. Like this:
> 
> ​
> 
> 
> 
> These are running on RT3.8, some of them on 4.2, we don't know yet how those 
> work on 4.4.
> 
> We don't know if our coding style and quality is okay for RT or not, and we 
> are not familiar how to share this plugins on github or so. So we use these 
> in house, but we could give you access to our test system, you can try it, 
> and if you find useful we could send you the code for 3.8 (and the 4.2 as 
> well but it is not in everyday use).
> 
> Bests,
> 
> Ákos
> 
> On Thu, Mar 10, 2016 at 2:36 PM, Vegard Vesterheim 
> > wrote:
> Some of our users find the RT web gui complex, and also ineffective for
> some use-cases. I have been tasked to investigate alternative GUIs
> for RT.
> 
> The "criticism" relates to the fact that some fields are irrelevant for
> some users and should be possible to suppress, and also that the default
> ticket display does not allow editing the fields directly. We are
> considering creating a new ticket display page which combines the
> contents from Basics (Ticket/Modify.html) and History
> (Ticket/History.html). This is fairly easy to implement, I guess. Maybe
> one could even add a user preference for default ticket display page.
> 
> BTW, I am aware of the Jumbo option, and I also know that the latest
> version (4.4) can suppress display of unused fields. The mobile UI is
> also a possible solution to the complexity concern.
> 
> My questions to the list, however, are of a more general nature:
> 
>   Has anyone considered/implemented/used any alternative GUIs for
>   manipulating RT tickets?
> 
> --
> - Vegard V -
> -
> RT 4.4 and RTIR Training Sessions 
> (http://bestpractical.com/services/training.html 
> )
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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Re: [rt-users] RT 4.2.12 upgrade not sending email out....

[Gary Greene]

After doing some digging, it appears the issue was due to the queue’s scrips 
being disabled on the upgrade. After re-enabling them, the issue is resolved.

--
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Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 29, 2016, at 3:35 PM, Gary Greene <ggre...@minervanetworks.com> wrote:
> 
> After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. 
> It accepts them in, but we don’t get any acknowledgement emails, nor 
> correspondences.
> 
> I need a way to debug this to pin-point the issue, thanks.
> 
> --
> Gary L. Greene, Jr.
> Sr. Systems Administrator
> IT Operations
> Minerva Networks, Inc.
> Cell: +1 (650) 704-6633
> 
> 
> 
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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[rt-users] RT 4.2.12 upgrade not sending email out....

[Gary Greene]

After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. It 
accepts them in, but we don’t get any acknowledgement emails, nor 
correspondences.

I need a way to debug this to pin-point the issue, thanks.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633






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[rt-users] New version of the rt-reminders.pl utility

[Gary Greene]

I’ve updated the rt-reminders.pl utility available on the wiki to work with the 
RT 4.2 api. This version will likely be the last to use in-code configuration 
variables, as I’ll likely be moving this to use an INI-like file in the RT 
system configuration directory (typically /etc/request-tracker on openSUSE) in 
the future.

The new version is here: http://requesttracker.wikia.com/wiki/RtReminderMails

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633






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[rt-users] Debugging RT code....

[Gary Greene]

I’m working on updating the rt-reminders.pl to work with the newer API, and I’m 
getting the following error when running it from command-line:

rt:~/bin # /root/bin/rt-reminders.pl -r
Can't call method "warn" on an undefined value at 
/usr/lib/perl5/vendor_perl/5.20.1/RT.pm line 954.

We’re running RT 4.2.12 on openSUSE 13.2. Any ideas would be helpful. Thanks.

--
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Sr. Systems Administrator
IT Operations
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Cell: +1 (650) 704-6633






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[rt-users] Cannot get RT-Extension-MobileUI and RT-Authen-ExternalAuth to play nice....

[Gary Greene]

Currently, I'm using RT version 3.8.10 (yes, I know it is old; we're not ready 
to upgrade to the 4 series yet with the customizations we've done to rt3...) 
and have installed version 1.03 of RT::Extension::MobileUI and version 0.09 of 
RT::Authen::ExternalAuth in use. The configuration we're using has the 
authentication only coming from the AD LDAP environment we have.

When attempting to login to the mobile UI, it complains that a user doesn't 
exist, tries to fall back to SSO, fails (which it should, as we've not setup 
SSO yet here), and then kicks you right back to the login UI.

Any help would be appreciated in getting this resolved. Thanks.

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] RT MariaDB support

[Gary Greene]

I don't see why it wouldn't work, as MariaDB is supposed to be a drop-in 
replacement for MySQL. You might not be able to use one of the newer storage 
engines, but it should just work, no different than with MySQL.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633


From: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] on behalf of Cena, Stephen (ext. 
300) [s...@qvii.com]
Sent: Wednesday, April 03, 2013 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT  MariaDB support

I'm currently running RT 4.0.10 and couldn't be happier. However, it's database 
is currently housed on a shared, underpowered Windows XP system  I'll looking 
to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 
right now  would be moving to 5.5) and have begun looking at MariaDB. Has 
anyone tried using MariaDB with RT? Is it supported? Issues? Is there an 
alternate database I should be using?

Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/3/11 10:35 AM, Gary Greene ggre...@minervanetworks.com wrote:
 On 10/3/11 7:11 AM, Kevin Falcone falc...@bestpractical.com wrote:
 On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
 I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
 when I attempt to login via the Web UI on my iPhone with an External
 account, it will not authenticate me against my AD user.
 
 Is this a known issue with the Mobile UI extension? If not, is there
 anything special I need to do to get auth working for it? (I can login just
 fine with ExternalAuth and the normal browser UI.)
 
 You haven't provided versions for RT, RT-Authen-ExternalAuth or
 RT-Extension-MobileUI.
 
 -kevin
 
 RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01

Am I the only one running into this issue?

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633


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Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/4/11 2:51 PM, Kevin Falcone falc...@bestpractical.com wrote:
 On Mon, Oct 03, 2011 at 10:35:47AM -0700, Gary Greene wrote:
 On 10/3/11 7:11 AM, Kevin Falcone falc...@bestpractical.com wrote:
 On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
 I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
 when I attempt to login via the Web UI on my iPhone with an External
 account, it will not authenticate me against my AD user.
 
 Is this a known issue with the Mobile UI extension? If not, is there
 anything special I need to do to get auth working for it? (I can login just
 fine with ExternalAuth and the normal browser UI.)
 
 You haven't provided versions for RT, RT-Authen-ExternalAuth or
 RT-Extension-MobileUI.
 
 -kevin
 
 RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01
 
 I can't replicate with 3.8-trunk and the git versions of those
 modules (neither of which contain any fixes that look relevant).
 
 You're going to need to turn up the debugging logs and see what is
 going on.
 
 -kevin

OK. I'll do so and see what comes out.

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633


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Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/3/11 7:11 AM, Kevin Falcone falc...@bestpractical.com wrote:
 On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
 I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
 when I attempt to login via the Web UI on my iPhone with an External
 account, it will not authenticate me against my AD user.
 
 Is this a known issue with the Mobile UI extension? If not, is there
 anything special I need to do to get auth working for it? (I can login just
 fine with ExternalAuth and the normal browser UI.)
 
 You haven't provided versions for RT, RT-Authen-ExternalAuth or
 RT-Extension-MobileUI.
 
 -kevin

RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633


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[rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
when I attempt to login via the Web UI on my iPhone with an External
account, it will not authenticate me against my AD user.

Is this a known issue with the Mobile UI extension? If not, is there
anything special I need to do to get auth working for it? (I can login just
fine with ExternalAuth and the normal browser UI.)

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633



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[rt-users] Extension for hiding reply text....

[Gary Greene]

This was discussed recently, however I cannot seem to find the extension for
RT 3.8 for this Can anyone please point me to the source for this?
Thanks.

-- 
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IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Which template contains the sidebar links....

[Gary Greene]

Thanks for the pointer on this :)


On 22/2/11 8:52 AM, Emmanuel Lacour elac...@easter-eggs.com wrote:

 On Tue, Feb 15, 2011 at 02:40:08PM -0800, Gary Greene wrote:
 I'd like to add the two queues we have into the sidebar of the RT interface.
 I'm trying to find which files are used to build these out. Any pointers as
 to where to look for this would be useful. Thanks.
 
 
  share/html/Elements/Tabs
 
 you can add more links by writing something like this in the following
 file (callback):
 
 local/html/Callbacks/MyCallbacks/Elements/Tabs/Default
 
 snip
 %init
 $toptabs-{'Q'} = { title = loc('Queue1'),
 path = '/index.html?q=Queue1',
   };
 /%init
 %args
 $topactions = undef
 $toptabs = undef
 /%args
 snip
 
 

-- 
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IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Help on discouraging migration to Remedy

[Gary Greene]

As someone whom has had the displeasure of working on the upgrade/migration
of previous versions of Remedy at a previous employer, I can say that they
don¹t support UNIX worth squat. We tried to get Remedy working on a newer
RHEL than RHEL 2.1 and just could not get it to work. In the end we had to
install Remedy on top of Windows Server 2003.


On 12/1/11 12:19 PM, Matthew Hattersley matthew.hatters...@vaioni.com
wrote:

  
 It¹s either that or implement Remedy with extreme lacklustre and clap slowly
 when one of the bosses complains that Œx¹ feature is missing.
 
 Kind Regards,
 
 
 
 Matthew Hattersley
 
 Email: matthew.hatters...@vaioni.com
 
 Mobile:
 
  
 
 Address: 14 Leslie Hough Way
 
 Manchester
 
 Lancashire
 
  M6 6AJ
 
  
 
 Tel:   0870-160-0650 Ext 201
 
 Fax:   0870-160-0651
 
 Web:  www.vaioni.com http://www.vaioni.com
 
  http://www.vaioni.com/vaioni-comms-business-finalist-2010
 
  
 
 The information transmitted in and with this email is intended only for the
 person or entity to which it is addressed and may contain confidential and/or
 privileged material.
 
  
 
 Statements and opinions expressed in this e-mail may not represent those of
 the Company. Any review, retransmission, dissemination or other use of, or
 taking of any action in reliance upon, this information by persons or entities
 other than the intended recipient is prohibited. If you received this in
 error, please contact the sender immediately and delete the material from any
 computer. 
 
  
 
 Please also note, Vaioni filter incoming email for spam and inappropriate
 words. Unfortunately this does mean that sometimes genuine messages can be
 filtered out. Although we take measures to recover such messages, it must not
 be assumed that an email has been received by us and important communications
 should always be followed up by a phone call, fax or printed copy.
 
  
 
 
 From: rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Josh Narins
 Sent: 12 January 2011 20:13
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Help on discouraging migration to Remedy
  
 Another couple things, Remedy is propriety and inflexible, RT is infinitely
 malleable.
  
 And Remedy works well withŠ wait for itŠ ClearCase! RT with subversion. You
 didn't mention which you were using.
  
 Then buy some books on Remedy, put them in a stack, and say Well, who do I
 bill for the time to read these?
  
 Generally, however, if management is set on doing something, you have to make
 them think it was their idea not to, right? Judo.
  
  
 Josh Narins
 
 Director of Application Development
 SeniorBridge
 845 Third Ave
 7th Floor
 New York, NY 10022
 Tel: (212) 994-6194
 Fax: (212) 994-4260
 Mobile: (917) 488-6248
 jnar...@seniorbridge.com
 seniorbridge.com http://www.seniorbridge.com/
 
 
 
  
 
 
 SeniorBridge Statement of Confidentiality: The contents of this email message
 are intended for the exclusive use of the addressee(s) and may contain
 confidential or privileged information. Any dissemination, distribution or
 copying of this email by an unintended or mistaken recipient is strictly
 prohibited. In said event, kindly reply to the sender and destroy all entries
 of this message and any attachments from your system. Thank you.
 
 From: rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
 Sent: Wednesday, January 12, 2011 3:08 PM
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Help on discouraging migration to Remedy
  
 Guadagnino,
 
 Wouldn't it be better to provide a list of their requirements and show how, by
 its flexible design, RT meets those requirements better than Request?
 
 Kenn
 LBNL
 
 On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano
 guadagnino.cristi...@creval.it wrote:
 
 Hi all,
 unfortunately it seems my bosses are determined to migrate away from RT to
 Remedy.
 I am equally determined to show them they took the wrong decision.
 Let alone the obvious argument that RT is free, could you help me gather
 documentation on companies (best if BIG companies) migrating AWAY from Remedy?
 It does not matter if they are migrating to RT, though it would abviously be
 better.
  
 I did my homework and already sent some evidence, but there may be more
 publically redistributable documents that are not available on the web.
  
 Thank you in advance.
  
 Bye
 Cris
  
  
 
 
 -- 
 Gary L. Greene, Jr.
 IT Operations
 Minerva Networks, Inc.
 Cell:   (650) 704-6633
 Office: (408) 240-1239
 

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

[Gary Greene]

On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote:
 CPAN makes me cranky, but trying to package all the perl modules as RPMs
 makes me crankier. It's like wrapping one packaging system around
 another one, and fighting with both of them.
 

This is why I use cpan2rpm every time.

 The reality is, every time RHEL updates perl, RT will break. I solve
 this by having an identical test system. I apply the updates, see what
 breaks, and then reinstall the perl modules in question using CPAN.

This ALSO can be avoided, if you know how to package your cpan2rpm packages
in site instead of vendor locations. This allows that NONE of the issues
that are endemic of RHEL's busted Perl packaging to cause long term
headaches for me.
 
 Once I figure this out, I do the same process on the production RT
 system during a maintenance window. It actually works out pretty well
 now that I am used to this, but it is less than ideal.
 
 RHEL is a major platform, and I'd love it if BestPractical supported it
 in some official way so we don't have these kinds of problems we have to
 work around.
 
 Still, I love RT and praise it to anyone who will listen.
 
 On 12/13/10 11:04 AM, Khusro Jaleel wrote:
 I'm stuck between a rock and a hard place, then. The Redhat people are
 telling me to *avoid* CPAN like the plague, and most people [1] seem to
 have accomplished the install on CentOS systems using a combination of
 packages + CPAN, which is something else that is NOT recommended to do.
 
 I wish Best Practical did come up with their own packages, especially
 for Redhat, it would make things so much easier.
 
 [1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
 
 

-- 
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IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

[Gary Greene]

I've been working on one for SuSE on the wiki. I'm still a little behind on
getting it all done.


On 13/12/10 4:14 PM, John Arends jare...@illinois.edu wrote:

 
 On Dec 13, 2010, at 6:06 PM, Gary Greene wrote:
 
 On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote:
 CPAN makes me cranky, but trying to package all the perl modules as RPMs
 makes me crankier. It's like wrapping one packaging system around
 another one, and fighting with both of them.
 
 
 This is why I use cpan2rpm every time.
 
 The reality is, every time RHEL updates perl, RT will break. I solve
 this by having an identical test system. I apply the updates, see what
 breaks, and then reinstall the perl modules in question using CPAN.
 
 This ALSO can be avoided, if you know how to package your cpan2rpm packages
 in site instead of vendor locations. This allows that NONE of the issues
 that are endemic of RHEL's busted Perl packaging to cause long term
 headaches for me.
 
 
 Do you know of a guide that explains how to do this?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Which files to edit to change how tickets are displayed?

[Gary Greene]

On 8/12/10 8:38 AM, Jesse Vincent je...@bestpractical.com wrote:
 On Mon  6.Dec'10 at 17:28:41 -0800, Gary Greene wrote:
 I'm aiming at hiding the quoted replies in tickets (a la Gmail with the
 ajax-y collapsible div). Which files would I need to modify?
 
 We have an extension to do this that we're working to get released.
 (And it's already built in to 4.0)

Thanks, Jesse. When that extension gets released, would it be possible to
have that announced somewhere? This way I don't have to monitor the Git repo
for the changes :)

-- 
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IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Can you make it act like a time card system?

[Gary Greene]

On 6/12/10 1:49 PM, RAT rober...@netzero.net wrote:
 We are nearly finished with a new RT deployment but the request was made to be
 able to print out reports for each user for each day showing hours worked and
 where there are gaps (I know *sigh*).  I didn't see any reports or extensions
 that exactly fit the bill.  Does anyone have any ideas?
 
 
 Robert Threet
 http://yesistilluseperl.blogspot.com/
 
 
 Moms Asked to Return to School
 Grant Funding May Be Available to Those That Qualify.
 http://thirdpartyoffers.netzero.net/TGL3231/4cfd5aba7930f5ca310st02duc

My best guess would be to use a script that either uses the REST API to get
the info from the DB, or reads directly from the DB to get the ticket work
time and then output a pretty HTML report per user, which is linked off a
roster, or some-such.



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IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

[rt-users] Which files to edit to change how tickets are displayed?

[Gary Greene]

I'm aiming at hiding the quoted replies in tickets (a la Gmail with the
ajax-y collapsible div). Which files would I need to modify?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

[Gary Greene]

Get yourself a copy of cpan2rpm. It simplifies creating the specs from the
ground up greatly.


On 5/11/10 12:49 PM, Dallas Wisehaupt dal...@craigslist.org wrote:

 If you search for rt 3.8 spec file you will find some spec files that
 do work for fedora and other variants. It wasn't too difficult to take
 one of those and morph it for our custom use.
 
 Biggest issue I had was taking the time to package up perl dependencies
 as rpms to store in our repo long term. And after a few dot release
 upgrades the work has paid off.
 
 Dallas
 
 On Fri, 5 Nov 2010, Todd Chapman wrote:
 
 I bet Best Practical would produce RPMs for you if you paid them to.
 
 On Thu, Nov 4, 2010 at 5:01 PM, Wes Modes wmo...@ucsc.edu wrote:
   Dear Boss:
 
   I strongly recommend going with the 3.6 version of RT.  The install
 takes a few minutes, and it otherwise meets all the requirements of
   our project.  Migration of old queues is simple.  There is cost savings
 in the near and long-term.
 
   There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none
 seem to be forthcoming.  Someday perhaps someone will put one
   together, but it doesn't look like anytime soon.
 
   I CAN do a manual install of RT3.8 using the Best Practical install
 scripts.  It is not terribly hard.  However, the long-term costs of
   this are large.  The install scripts put all the binaries,
 configuration files, and libraries in the wrong places for RHEL/CentOS, and
   working outside the package manager means files could be clobbered at
 any time.  On the other hand, the rpms for RT3.6 use the package
   manager and put all the config files in /etc, all the perl modules in
 the perl modules dir, and the various tools in /usr/bin and
   /usr/sbin.  The non-standard install using the scripts creates
 recurring costs in the future as the system is significantly more difficult
   to update and harder to maintain, like by a factor of 50 (five minutes
 compared to 4 hours).
 
   Additionally, the cost of migration of old content from 3.6 to 3.8 is
 unknown.
 
   Again, I will install either RT3.6 or RT3.8 but I need you to
 understand
   and acknowledge the costs of the choice.
 
   Wes
 
 
   Thanks to Gary Greene for the info about his latest centos rpm build.
 
 
 
 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

[Gary Greene]

Agreed. This is why I spent a week with cpan2rpm and built packages for both
openSuSE (which we're transitioning to) and CentOS.


On 3/11/10 11:21 AM, Wes Modes wmo...@ucsc.edu wrote:

 Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS,
 so I'm guessing yum feels like an inconvenience to you, especially when
 it seems to be getting in the way of your desired install.
 
 I've been a sysadmin for 20 years and I've never been a fan of the make
 'n' break style of system administration.  There is no way I could
 manage a score of machines, many with subtly different hardware, if I
 had to build every package the old way.  As it is, I can spend a few
 hours monthly updating the OS and all installed software on all of our
 machines, with a simple yum -y update
 
 In my opinion, package managers like apt-get and yum are some of the
 best things to happen to OS in a very long time.  Having installs
 tracked and managed by package managers keeps complicated OSs and their
 installed software up-to-date, eases system administration (especially
 as the server to sysadmin ratio increases), increases scalability,
 increases sysadmin efficiency, and creates standards for software
 manufacturers. 
 
 If as a conservative sysadmin you prefer to operate well-back from the
 bleeding edge anyway, the small trade-off in control is a small price to
 pay.
 
 It is hardly the package manager's fault if a software manufacturer such
 as Best Practical and its user community fail to create a package for
 the latest software.  Compare that to software whose RPMs are kept
 relatively up-to-date.
 
 Wes
 
 On 11/2/2010 3:49 PM, Paul wrote:
 On 11/02/2010 02:19 PM, Wes Modes wrote:
 Hello, I have been struggling with attempts to install RT3.8 via RPMs.
 
 I know it is perfectly possible to install RT3.8 using the BP install
 scripts and docs, but I'd prefer to do it through yum for system
 sustainability, ease of updates and upgrades, etc.
 ...
 If I can't resolve this, I will just forget about RT3.8 and stick with
 RT3.6 of which there is a well-behaved RPM already in the EPEL repo.
 
 Wes
 
 I'm currently going through a RT move from freebsd to rhel5 (long story,
 would rather stay with freebsd but don't have a choice here) and have
 found all kinds of annoying difficulties with yum (or, rather, the
 packages available.) When I realized that I was trying to stick with yum
 for ease of upgrades when yum was preventing me from easily keeping up
 to date, life got a lot easier.
 
 In the end I just let cpan install what it could and used yum for the
 things that gave me trouble in cpan. Using RT's configure and make
 targets is a lot easier and much more maintainable than having to roll
 my own rpm just to do it the yum way.
 
 Being stuck with an old version of the software in the name of easy
 upgrades didn't make sense to me.
 
 Cheers,
 Paul

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

[Gary Greene]

The CentOS ones follow the RH way of directory layout, with the caveat that
I chose to put the other modules that normally get pulled in via cpan in the
perl5 site_lib hierarchy to assure that a rouge update from rpmforge or
upstream CentOS would be able to be installed without odd file conflicts.

The SuSE ones I did slightly differently as I think having the main RT stuff
strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib
hierarchy as before, but the main HTML/Mason templates/RT only specific
modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in
/etc/rt and the plugin configuration directory is /etc/rt/local/...

If I were to do over the CentOS ones, I'd likely do the same as I did with
SuSE.

On 3/11/10 4:36 PM, Wes Modes wmo...@ucsc.edu wrote:

 I presume that is CentOS5.  That would make me very happy as CentOS RPMs
 should work for RHEL.
 
 One thing I adore about well-built packages is that things are placed in
 the right location for the OS.  For instance, the RT3 rpms put all the
 config files in /etc, all the perl modules in the perl modules dir, and
 the various tools in /usr/bin and /usr/sbin.
 
 Is yours built that way, or does it keep to the Best Practical distro
 locations?
 
 i guess this means that no one has a solution to the problem I observed
 with the rpm bundle I did find, ya?
 
 Wes
 
 
 On 11/3/2010 11:52 AM, Gary Greene wrote:
 Agreed. This is why I spent a week with cpan2rpm and built packages for both
 openSuSE (which we're transitioning to) and CentOS.
 
 
 On 3/11/10 11:21 AM, Wes Modes wmo...@ucsc.edu wrote:
 
 Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS,
 so I'm guessing yum feels like an inconvenience to you, especially when
 it seems to be getting in the way of your desired install.
 
 I've been a sysadmin for 20 years and I've never been a fan of the make
 'n' break style of system administration.  There is no way I could
 manage a score of machines, many with subtly different hardware, if I
 had to build every package the old way.  As it is, I can spend a few
 hours monthly updating the OS and all installed software on all of our
 machines, with a simple yum -y update
 
 In my opinion, package managers like apt-get and yum are some of the
 best things to happen to OS in a very long time.  Having installs
 tracked and managed by package managers keeps complicated OSs and their
 installed software up-to-date, eases system administration (especially
 as the server to sysadmin ratio increases), increases scalability,
 increases sysadmin efficiency, and creates standards for software
 manufacturers. 
 
 If as a conservative sysadmin you prefer to operate well-back from the
 bleeding edge anyway, the small trade-off in control is a small price to
 pay.
 
 It is hardly the package manager's fault if a software manufacturer such
 as Best Practical and its user community fail to create a package for
 the latest software.  Compare that to software whose RPMs are kept
 relatively up-to-date.
 
 Wes
 
 On 11/2/2010 3:49 PM, Paul wrote:
 On 11/02/2010 02:19 PM, Wes Modes wrote:
 Hello, I have been struggling with attempts to install RT3.8 via RPMs.
 
 I know it is perfectly possible to install RT3.8 using the BP install
 scripts and docs, but I'd prefer to do it through yum for system
 sustainability, ease of updates and upgrades, etc.
 ...
 If I can't resolve this, I will just forget about RT3.8 and stick with
 RT3.6 of which there is a well-behaved RPM already in the EPEL repo.
 
 Wes
 
 I'm currently going through a RT move from freebsd to rhel5 (long story,
 would rather stay with freebsd but don't have a choice here) and have
 found all kinds of annoying difficulties with yum (or, rather, the
 packages available.) When I realized that I was trying to stick with yum
 for ease of upgrades when yum was preventing me from easily keeping up
 to date, life got a lot easier.
 
 In the end I just let cpan install what it could and used yum for the
 things that gave me trouble in cpan. Using RT's configure and make
 targets is a lot easier and much more maintainable than having to roll
 my own rpm just to do it the yum way.
 
 Being stuck with an old version of the software in the name of easy
 upgrades didn't make sense to me.
 
 Cheers,
 Paul

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

[Gary Greene]

The CentOS version is currently 3.8.1, so they're not really a good fit at
this time. The SuSE ones are 3.8.8. If you're still interested in them, I
can put them on a server outside my office for download (bandwidth at work
is lacking.)

Far as I know, the changes in /etc are marked config noreplace, however,
changing them to config save is fairly easy in the srpm.


On 3/11/10 5:24 PM, Wes Modes wmo...@ucsc.edu wrote:

 That is nice to see that you made a well-crafted rpm that you can be
 proud of.   I wonder what would happen if a later version of RT3 became
 available via EPEL.  Would it nicely replace the files (maybe moving
 stuff to rpmsave's)  or would all hell break loose?
 
 What RT3 version is your centos rpm build?
 
 When and where would your centos rpm be available to play with?
 
 W.
 
 On 11/3/2010 4:45 PM, Gary Greene wrote:
 The CentOS ones follow the RH way of directory layout, with the caveat that
 I chose to put the other modules that normally get pulled in via cpan in the
 perl5 site_lib hierarchy to assure that a rouge update from rpmforge or
 upstream CentOS would be able to be installed without odd file conflicts.
 
 The SuSE ones I did slightly differently as I think having the main RT stuff
 strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib
 hierarchy as before, but the main HTML/Mason templates/RT only specific
 modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in
 /etc/rt and the plugin configuration directory is /etc/rt/local/...
 
 If I were to do over the CentOS ones, I'd likely do the same as I did with
 SuSE.
 
 On 3/11/10 4:36 PM, Wes Modes wmo...@ucsc.edu wrote:
 
 I presume that is CentOS5.  That would make me very happy as CentOS RPMs
 should work for RHEL.
 
 One thing I adore about well-built packages is that things are placed in
 the right location for the OS.  For instance, the RT3 rpms put all the
 config files in /etc, all the perl modules in the perl modules dir, and
 the various tools in /usr/bin and /usr/sbin.
 
 Is yours built that way, or does it keep to the Best Practical distro
 locations?
 
 i guess this means that no one has a solution to the problem I observed
 with the rpm bundle I did find, ya?
 
 Wes
 
 
 On 11/3/2010 11:52 AM, Gary Greene wrote:
 Agreed. This is why I spent a week with cpan2rpm and built packages for
 both
 openSuSE (which we're transitioning to) and CentOS.
 
 
 On 3/11/10 11:21 AM, Wes Modes wmo...@ucsc.edu wrote:
 
 Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS,
 so I'm guessing yum feels like an inconvenience to you, especially when
 it seems to be getting in the way of your desired install.
 
 I've been a sysadmin for 20 years and I've never been a fan of the make
 'n' break style of system administration.  There is no way I could
 manage a score of machines, many with subtly different hardware, if I
 had to build every package the old way.  As it is, I can spend a few
 hours monthly updating the OS and all installed software on all of our
 machines, with a simple yum -y update
 
 In my opinion, package managers like apt-get and yum are some of the
 best things to happen to OS in a very long time.  Having installs
 tracked and managed by package managers keeps complicated OSs and their
 installed software up-to-date, eases system administration (especially
 as the server to sysadmin ratio increases), increases scalability,
 increases sysadmin efficiency, and creates standards for software
 manufacturers.
 
 If as a conservative sysadmin you prefer to operate well-back from the
 bleeding edge anyway, the small trade-off in control is a small price to
 pay.
 
 It is hardly the package manager's fault if a software manufacturer such
 as Best Practical and its user community fail to create a package for
 the latest software.  Compare that to software whose RPMs are kept
 relatively up-to-date.
 
 Wes
 
 On 11/2/2010 3:49 PM, Paul wrote:
 On 11/02/2010 02:19 PM, Wes Modes wrote:
 Hello, I have been struggling with attempts to install RT3.8 via RPMs.
 
 I know it is perfectly possible to install RT3.8 using the BP install
 scripts and docs, but I'd prefer to do it through yum for system
 sustainability, ease of updates and upgrades, etc.
 ...
 If I can't resolve this, I will just forget about RT3.8 and stick with
 RT3.6 of which there is a well-behaved RPM already in the EPEL repo.
 
 Wes
 
 I'm currently going through a RT move from freebsd to rhel5 (long story,
 would rather stay with freebsd but don't have a choice here) and have
 found all kinds of annoying difficulties with yum (or, rather, the
 packages available.) When I realized that I was trying to stick with yum
 for ease of upgrades when yum was preventing me from easily keeping up
 to date, life got a lot easier.
 
 In the end I just let cpan install what it could and used yum for the
 things that gave me trouble in cpan. Using RT's configure and make
 targets is a lot easier and much more

Re: [rt-users] Use RTFM as Canned Replies

[Gary Greene]

Personally, I patched the code to do it (not too easy as it is spread
throughout the extensions codebase) I can try to generate a diff if
you¹d like in the next day or two...


On 26/10/10 4:09 PM, Max McGrath mmcgr...@carthage.edu wrote:

 Thanks Kevin -
 
 Could you maybe give me a little detail on the custom .po file.  I did find
 this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- but
 wasn't sure how to implement it.   So...I just went to
 /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM
 with FAQ -- but that didn't seem to work.  I still see RTFM on the left hand
 side bar.
 
 I did figure out the permissions thing already -- I found RTFM had its own set
 of permissions.
 
 Thanks again!
 --
 Max McGrath
 Asst. Network Admin/Systems Specialist
 Carthage College
 262-552-5512
 mmcgr...@carthage.edu
 
 
 On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone falc...@bestpractical.com
 wrote:
 On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote:
     First, how can I rename RTFM to FAQ (or even Canned replies). My
 supervisor isn't a big fan of
 
 Using a custom .po file is probably easiest.
 
     Also, how can I disallow an unprivileged user to search for articles --
 since I don't want to
     use it for articles, I'm looking to use it for canned responses!
 
 Don't grant Unprivileged ShowArticle globally
 
 -kevin
 
 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] External Users are not authenticated

[Gary Greene]

Can you bind to that server using that account using ldapsearch? If so,
verify if you¹re using TLS or GSSAPI for the bind. If that is the case,
you¹ll need to modify your configuration for RT accordingly. If not, then
talk to your LDAP admin to work through the LDAP access first.


On 23/9/10 10:19 AM, Ashrock mdashraf@gmail.com wrote:

Do the user and the password need to be of an Administrator ?
  
  Now the new error messages says, It Can't Bind, Invalid credentials.
  
  On 9/23/2010 11:53 AM, Kevin Falcone wrote:
  
 On Thu, Sep 23, 2010 at 11:48:03AM -0500, Ashrock wrote:
  
  
The exact error i get is this in Apache:
 [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot
 connect to
server.midcontinent.local

 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LD
 AP.pm:440)
 [error]: FAILED LOGIN for rmc from 10.10.10.12
 (/opt/rt3/share/html/autohandler:265)
 
Is it a common error ?
I checked previous posts, but could figure out where i have configured
 wrong.
  
  
 
 Connecting to this server with this username and password is not
 working.
 
  
  
  'server' = '10.10.10.10',
  'user' = 'CN=rmc, ou=users, ou=midcontinent, ou=local',
  'pass' = 'temporarypassword',
  
  
 
 You need to verify that you can connect to that host with that user
 and password from the RT host.
 
 -kevin
  
 
 
 
 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!
  
  
 
 
 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239




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RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Autocreate ticket when sent an email

[Gary Greene]

On 23/9/10 2:15 PM, Ashrock mdashraf@gmail.com wrote:
   Hi,
 
 This is a quick question whose answer was not clear in the forums.
 May be if someone can answer will help in future for others too.
 
 RT should autocreate a ticket and send a confirmation to the requestor
 stating that a ticket has been created.
 So, does the requestor should be a member of the group or the queue it
 is sending onto.
 Does it have to connect to LDAP to search if the user exists in the A.D.
 Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these
 users to RT when you just send an email to the respective queue.
 RT cannot bind to LDAP server. I get the below error when i try to bind
 to LDAP using ldapsearch.
 
 /# ldapsearch -h midcontinent.local -b dc=midcontinent dc=local
 ldap_sasl_interactive_bind_s: Can't contact LDAP server (-1)
 
 So, i am trying to see if the email will autocreate tickets and send a
 autoreply to the requestor.
 I have defined a scrip to Notify on Autocreate to the requestor in the
 group which i intend to send the email.
 
 Any help will be appreciated.

If it cannot contact the server, that means that it cannot find it in DNS.
Ping that box (though with the TLD .local, you likely won't be able to make
this work anyway, as AD really does work far better when you're using a
valid TLD and DNS domain name)

At this point, this is quickly falling out of scope of RT, and into the
realm of proper AD administration, design, and debugging.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239



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RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Unclutttering the ticket view.....

[Gary Greene]

While on the IRC channel for RT recently I discussed the want for an option
to collapse the quoted portions of tickets (where you've got user responses
to previous messages, etc) ala Gmail. During that conversation someone said
they thought there was an extension for that.

Doing a search on CPAN has come up with zero hits for the concept, so now, I
turn to the collective community: has anyone seen an extension for this? If
so, could you please point me to the URL for it's source? Thanks.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239



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RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Install on CentOS, best current instructions

[Gary Greene]

On 8/6/10 11:40 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org
wrote:
 Why non-system perl, Jerrad? I've never had a problem with it (that I know
 of), but have I just been lucky?
 
 My only RPM-related problem is having to reinstall a current version of
 Sys::Syslog after every yum update (anyone know why that happens?)
 
 Precisely. RedHat is bad at not clobbering newer versions of modules
 (RPM has the ability to run prep scripts, which could check to see that
 the version being replaced is not newer than the package to be installed).
 
 You encounter this, and on Centos 4 I encounter File::Temp occasionally
 being downgraded to an incompatible version.
 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com

This is why I normally build the needed Perl module RPMs to live in
site_perl instead of vendor_perl, and then epoch them to 100 so RH can't
clobber my changes. The problem overall is that CPAN doesn't tie into RPM.
Using only the prep scripts like that would break the RPM dependency chain
which isn't based off what's on the file system, but rather it's concept of
capabilities which are only defined in the RPM DB from the metadata
provided in RPM.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Setting up approvals....

[Gary Greene]

Can someone point me to documentation on how to set up the approval system
in RT?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Two emails per ticket, please help me thin this down....

[Gary Greene]

For every ticket action from a privileged user, we're getting two email
messages. One is the comment, the other is the meta-transaction information
(when a ticket is given to a user, and such.) My manager has asked if there
is a way to trim that back to only the correspondence messages to lower the
chatter in his mailbox. Anyone know if there is a scrip I need to modify to
get the desired behaviour?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Two emails per ticket, please help me thin this down....

[Gary Greene]

On 7/8/10 11:40 AM, Kevin Falcone falc...@bestpractical.com wrote:
 On Thu, Jul 08, 2010 at 10:54:53AM -0700, Gary Greene wrote:
 For every ticket action from a privileged user, we're getting two email
 messages. One is the comment, the other is the meta-transaction information
 (when a ticket is given to a user, and such.) My manager has asked if there
 is a way to trim that back to only the correspondence messages to lower the
 chatter in his mailbox. Anyone know if there is a scrip I need to modify to
 get the desired behaviour?
 
 Sounds like you defined an On Transaction Notify AdminCcs with
 template Transaction Scrip.
 
 If you look at the message id of the email you don't want, it contains
 a scrip-id in the second to last part of the left hand side.
 
 -kevin

Thanks for the tip. This helped me figure out what the cause was. We had On
Owner Change, Notify Owner enabled. After removing that, it behaves how we
want :)

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT3.8.8 CentOs

[Gary Greene]

On 5/28/10 1:24 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org
wrote:
 It's also complicated by the fact RH/CentOS has an out-of-date File::Temp.
 If you're installing all of RT with local:lib, you need to keep an eye
 on logwatch reports for signs of up2date clobbering it.
 If you're NOT installing all of RT with local:lib, that is.

This is the VERY reason I built my own RPMs for RT and then set Yum to hold
the current packages for File::Temp that I built.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT and Nagios

[Gary Greene]

We're in the process of rolling out network and machine monitoring here
using Nagios, so I'd be very interested in this, please send the info my way
when you've the opportunity. Thanks.


On 4/28/10 2:34 PM, Hossein Rafighi hossein.rafi...@triumf.ca wrote:

 Hi,
 
 We have modified rt-crontool to create Nagios alerts. This woks with
 nrpe and unlike SendNgiosAlert doesn't require any additional modules
 installation. If you have running Nagios server it can easily pull
 relevant stuff from RT. Nagios will send a warning email if:
 Tickets are new for more than 24hours
 Tickets are open for more than 5days
 
 It will generate a critical email if:
 Tickets are new for more than 48hours
 Tickets are open for more than 7days.
 
 If the status of a ticket is stalled, then our script will ignore it. It
 is our policy to change the ticket status to stalled if a ticket is
 required to remain open for more than one week. Since we are a 24x7x360
 lab, we decided to include weekends and holidays in the script. If
 you're interested let me know and I can send/post scripts and required
 steps. Again, this script is modified version of rt-crontool.
 
 Sample email:
 
 * Nagios 2.8 *
 Notification Type: PROBLEM
 Service: Q-CCN
 Host: helpdesk
 Address: 172.127.2.12
 State: WARNING
 Date/Time: Tue Apr 27 14:55:37 PDT 2010
 Additional Info:
 0 new tickets: 0  24h, 0  48h: 1 open: 1  120h, 0  168h
 
 
 Cheers,
 Hossein Rafighi

-- 
Gary L. Greene, Jr.
IT Operations
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Cell:  (650) 704-6633
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Re: [rt-users] modifying From: header in global template to pull from queue description

[Gary Greene]

On 3/17/10 11:53 AM, Kenneth Marshall k...@rice.edu wrote:
 On Wed, Mar 17, 2010 at 02:37:22PM -0400, Busalacchi, Eric wrote:
 I tried searching the archive a bit for the answer but I wasn't able to
 pin down exactly what I'm doing wrong.  Basically we are trying to give
 a friendly generic name to our queues.  Management doesn't want the
 User Name via RT but something more generic depending on the Queue.
 What I'm trying to do is make the From: header pull from the Queue
 description.  I've changed the template to have the following header:
 
  
 
 From: {$Ticket-QueueObj-Description()}
 
  
 
 For example this queue has the description Systems Queue.  When I
 change the template to the above example the From: address shows up as
 systems.qu...@company.com .  I would like it to just show up as Systems
 Queue.  I know I can statically do this for every queue but I would
 rather not have custom templates in every queue configuration if
 possible.  
 
  
 
 Your help is greatly appreciated.
 
  
 
 Eric
 
 Hi Eric,
 
 That is not an RFC compliant address and will cause problems with
 some mail systems. That is probably why RT is not doing that other
 than it being a poor idea for the same reason.
 
 Cheers,
 Ken
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That and almost every good anti-spam solution out there will flag (rightly
so) non-RFC (822 and 2822) compliant messages as spam. To save your users
grief, you'll likely want something like this:

From: {$Ticket-QueueObj-Description()}
{$Ticket-QueueObj-CorrespondAddress()}

(Obviously all on the same line)

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Re: [rt-users] Installing rt2 on Fedora Core 6

[Gary Greene]

On Sunday 28 February 2010 01:16:57 pm luto...@yahoo.co.uk wrote:
 I'm having awful trouble installing rt2 on Fedora Core 6:
[snip]
 Why am I bothering with rt2 on FC6? It's because we have an old rt2
  database. I'd like to be able to view it before thinking about exporting
  it to rt3 or another environment. The original hardware this rt2 ran on
  was decommissioned, and is long gone.
 
 I'm just not clever enough with Perl/C to understand how this stuff knits
  together. I think that one possibility is that the API for some of the
  required modules has changed over time from rt2 to rt3. Why else would
  header_in() in Apache::RequestRec become headers_in()?

I'd highly recommend that you switch to CentOS 3 or Debian old stable if 
you're planning on using rt2 at all. The Perl modules and C environment in FC6 
are far newer than the modules that rt2 needs, which will not work as you've 
discovered. If you're only doing this to view the data before a migration to 
rt3 (which I definitely recommend) why not just import the DB tables into 
MySQL and then review the data using something like MySQLcc?

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IT Manager - Information Technology Operations,
Minerva Networks Inc.
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Office: (408) 240-1239
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Re: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth

[Gary Greene]

Why bother with that, when you just need to change the attribute you're
using for the account name. Here's a sanitized version of my
RT_SiteConfig.pm

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a Perl module, so you can include valid
# Perl code, as well.
#
# The converse is also true, if this file isn't valid Perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set($rtname, 'minervanetworks.com');
Set($Organization, minervanetworks.com);
Set($Timezone, 'US/Pacific');
Set($WebPath, /rt3);
Set($WebPort, 443);
Set($WebDomain, 'rt.minervanetworks.com');
Set($WebBaseURL, 'https://' . RT-Config-Get('WebDomain') . ':' .
RT-Config-Get('WebPort'));
Set($WebURL, RT-Config-Get('WebBaseURL') . RT-Config-Get('WebPath') .
/);
Set($WebImagesURL, RT-Config-Get('WebPath') . /NoAuth/images/);
Set($WebImagesURL , $WebPath . /images/);  # need this for below
Set($LogoURL, https://rt.minervanetworks.com/Home_Logo.jpg;);
Set($LogoLinkURL, 'https://www.minervanetworks.com/');
Set($LogoAltText, Minerva Networks);
Set($AutoLogoff, 30);
Set($EnableReminders,1);
Set($LogToSyslog, 'info');
Set($LogDir, '/var/log');
Set($LogToFileNamed, rt.log);
Set($LogToFile, 'info');
Set($NotifyActor, 1);
Set($OwnerEmail , 'x...@minervanetworks.com');
Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM));
Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD');
Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD');
Set($LDAPPassword, 'PASSWORD');
Set($LDAPBase, 'dc=minervanetworks,dc=com');
Set($LDAPFilter, '((objectClass=user))');
Set($LDAPMapping, {
 'Name'   = 'sAMAccountName',
 'EmailAddress'   = 'mail',
 'RealName'   = 'cn',
 'ExternalAuthId' = 'sAMAccountName',
 'Gecos'  = 'sAMAccountName',
 'WorkPhone'  = 'telephoneNumber',
 'Address1'   = 'streetAddress',
 'City'   = 'l',
 'State'  = 'st',
 'Zip'= 'postalCode',
 'Country'= 'co'
}
);
Set($LDAPGroupName,'Employees');
Set($LDAPUpdateUsers,1);
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set(
  $ExternalSettings, {
'My_LDAP' = {
  'type' = 'ldap',
  'auth' = 1,
  'info' = 1,
  'server'   = 'HOSTNAME.DOMAIN.TLD',
  'user' = 'cn=BINDUSER,dc=DOMAIN,dc=TLD',
  'pass' = 'PASSWORD',
  'base' = 'dc=DOMAIN,dc=TLD',
  'filter'   = '(objectClass=*)',
  'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
  'tls'  = 0,
  'net_ldap_args'   = [ version = 3 ],
  'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName' ],
  'attr_map'= {
 'Name'   = 'sAMAccountName',
 'EmailAddress'   = 'mail',
 'RealName'   = 'cn',
 'ExternalAuthId' = 'sAMAccountName',
 'Gecos'  = 'sAMAccountName',
 'WorkPhone'  = 'telephoneNumber',
 'Address1'   = 'streetAddress',
 'City'   = 'l',
 'State'  = 'st',
 'Zip'= 'postalCode',
 'Country'= 'co'
  }
}
  }
);

1;




On 1/14/10 11:49 AM, Ken Crocker kfcroc...@lbl.gov wrote:

 LB,
 
 This would be REALLY help for me. I've been doing this one user at a
 time whenever I get some frre time (which isn't ofetn). I'd love a copy
 of your code. Thanks.
 
 Kenn
 LBNL
 
 On 1/14/2010 10:34 AM, L B wrote:
  I'm going to think about it, but the problem I see it that email
 addresses might not be unique (I mean we can have two AD accounts with
 the same email address).
 
  I have already done a script to mass-rename email addresses to AD
 logins, because we use AD authentication for a long time and we wanted
 to make the users use their AD login instead of their email address.
 This script is not linked to the plugin, but I think it might be
 useful for some admins. I can upload it on the wiki or maybe it can be
 part of an extras directory in the plugin package. I have to cleanup
 my code and make it generic, but it does the job, I already applied it
 successfully on many RT instances.
 
 Don't you think
 

[rt-users] How to add custom reports?

[Gary Greene]

My boss wants to create a few customized reports in RT. How would I go about
adding more reports than the current default three reports built into 3.8.1?

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] How to add custom reports?

[Gary Greene]

Is this from the RTx::Statistics extension? If not, can you point me to the
URL for this add on?


On 1/14/10 1:30 PM, elsif j...@elsif.net wrote:

 rtstats add-on.
 
 On Thu, 14 Jan 2010, Gary Greene wrote:
 
 My boss wants to create a few customized reports in RT. How would I go about
 adding more reports than the current default three reports built into 3.8.1?
 
 -- 
 Gary L. Greene, Jr.
 IT Operations
 Minerva Networks, Inc.
 Cell:  (650) 704-6633
 Phone: (408) 240-1239
 
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-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] Performance questions....

[Gary Greene]

On 1/11/10 11:36 PM, Emmanuel Lacour elac...@easter-eggs.com wrote:
 On Mon, Jan 11, 2010 at 05:29:58PM -0800, Gary Greene wrote:
 I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube
 
 think about upgrading to latest 3.8 there were many bugs in first
 releases (3.8.0, 3.8.1) and many improvements since.
 
 running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The
 user load on the box is almost nothing, however when I update a ticket, it
 takes a lot of time (about 20 seconds). Is there anyway I can improve
 performance here?
 
 
 What kind of database are you using. RT relies a lot on databases
 performances, and uses a lot of queries, even for a small set of users.
 For mysql, you _must_ tune the default configuration to be sure it
 really uses your RAM.
 
 looks here:
 
 http://wiki.bestpractical.com/view/PerformanceTuning
 
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We're using MySQL 5 on this box. I'll go through the performance tuning page
to see how it goes.

-- 
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IT Operations
Minerva Networks, Inc.
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Phone: (408) 240-1239

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[rt-users] Performance questions....

[Gary Greene]

I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube
running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The
user load on the box is almost nothing, however when I update a ticket, it
takes a lot of time (about 20 seconds). Is there anyway I can improve
performance here?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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[rt-users] Top bar in the Web2 theme....

[Gary Greene]

Which template/css/js file is the grey top bar in?

--
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IT Operations
Minerva Networks, Inc.
Cell:   (650)

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[rt-users] Getting an odd error when trying to resolve a ticket....

[Gary Greene]

In our test environment, which soon will be our live install of RT, we're
seeing an odd error that is blocking tickets from being resolved:

RT::Ticket:: Unimplemented in HTML::Mason::Commands.
(/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)

This occurs when clicking the Resolve link in a ticket's view.

We're using RT 3.8.1 with customizations to the web UI to simplify the view
a little more. If you need any additional information to help me diagnose
and resolve this, please ask.

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] Getting an odd error when trying to resolve a ticket....

[Gary Greene]

On 12/22/09 1:56 PM, Kevin Falcone falc...@bestpractical.com wrote:
 On Tue, Dec 22, 2009 at 01:00:35PM -0800, Gary Greene wrote:
 In our test environment, which soon will be our live install of RT, we're
 seeing an odd error that is blocking tickets from being resolved:
 
 RT::Ticket:: Unimplemented in HTML::Mason::Commands.
 (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)
 
 This occurs when clicking the Resolve link in a ticket's view.
 
 We're using RT 3.8.1 with customizations to the web UI to simplify the view
 a little more. If you need any additional information to help me diagnose
 and resolve this, please ask.
 
 Sounds like one of your local customizations made
 $TicketObj-$action
 be called without $action being set to Comment or Correspond
 
 -kevin
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Found the problem. Thanks. By the way, which template adds the header to the
top of the page (where it says
'RT for $domainLogged in as $userid | Preferences | Log out'
?)

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IT Operations
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Phone: (408) 240-1239

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Re: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP

[Gary Greene]

That or the fact that that isn¹t valid RFC compliant URI syntax: try
http://rt/?user=john_doe instead. While some web browsers/servers will fake
it and try to work, most standards compliant ones like lighttp and Apache
aren¹t as forgiving.


On 12/21/09 12:22 PM, William Graboyes william.grabo...@theportalgrp.com
wrote:

 Hi Matt,
 
 This is nothing more than an uneducated guess, so take it as a grain of salt,
 Could it possibly have something to do with writing/maintaining the
 cookie/session?
 
 Thanks,
 Bill
 
 On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams
 matt.ad...@cypressinteractive.com wrote:
 Mike Peachey wrote:
 
  It is definitely related to the filter. The problem is in UserExists
  which ensures that the user actually exists in the user database, and is
  run once for each specified database iirc.
 
  Double, triple and then quadruple check your filter value in the config.
 
 I'm not convinced that the filter value is the config is to blame for
 this.  It hasn't been changed since the initial installation and
 everything has been working up until a little while ago.
 
 I found out what was causing the problem although I still don't know
 *why* it is a problem.
 
 Someone changed the URL to RT in our wiki to be http://rt?user=john_doe
 so that the username would be set automatically as per the wiki
 username.  Seemed like a smart idea since both authenticate against the
 same LDAP server.  Whenever this URL is used to get to RT the error appears.
 
 If I remove ?user=john_doe and log in manually everything works just fine.
 
 Does anyone know why this would be?  We're using RT 3.8.5 and
 RT::Authen::ExternalAuth 0.08
 
 My problem is solved for the time being but it would be nice to know why
 ?user=john_doe causes problems.
 
 
 Thanks,
 
 Matt
 --
 Matt Adams
 Development  Network Services, Cypress Interactive
 http://cypressinteractive.com, http://edsuite.com
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-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

On 10/22/09 3:04 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org
wrote:
 The thing here is that the interface is presenting far too much information
 for my users (both admin and self service UIs), thus why I'm trying to
 I'd recommend just getting used to it.

If I had to just get used to it as you put it, we'd never move over to
using RT. The corporate culture here is very non-forgiving of IT if we don't
give them exactly what they want. Thankfully, I've managed to do everything
I want with only a couple of small items left on my plate for testing with
more users here.
 
 streamline it as best I can. Would you know which modules these links are
 generated by? At least then I can hack them out in the local override
 directory.
 Not modules, Mason file sin share/html

Yup. This worked beautifully. I've successfully hacked up local overrides to
these that do exactly what I wanted.
 
 Alternatively, you might create a custom CSS theme that display:none's the
 icky classes like downloadattachment. While you're still sending the bytes,
 your modifications are more future proof this way.
 
 Another advantage of doing it with CSS is that you can set the default CSS
 to the custom theme, but this would still allow power users the ability to
 revert to RT as it ought to be.

The as it aught to be line there is highly subjective. ;) Thankfully, I've
managed to get everything short of the Priorities changes that I want done,
which looks like I have to upgrade to 3.8.4 or higher to use the extension I
need for that (PriorityAsString), plus add a CF for Severity. So far, so
good. :)

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

On 10/19/09 4:48 PM, Gary Greene ggre...@minervanetworks.com wrote:
 I'm still evaluating RT for use at Minerva, and I've run into a few requests
 from IT staff. First, is there any way I can easily hide the comment, brief
 headers and full headers, and the Download links from the ticket display
 (both for self service and the Admin UI.) Also, I'd like if users can set
 the priority of the ticket, instead of IT initially so we can get an idea of
 how soon it will be required. Additionally, it doesn't seem that the
 Requestor field is being auto set, which means that tickets don't show up in
 the ticket owner's self service UI.

Some more information since I last posted this

I've gotten the Forwarding feature disabled as requested by my staff, but I
still cannot seem to turn off the Comment, Full Headers, and Download links.
We still need a way that our users can set the priority since we have a
small IT staff and having a Queue Manager isn't an option.

This is with RT 3.8.1. Thanks.

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

On 10/20/09 11:21 AM, Lander, Scott slan...@hearstsc.com wrote:
  Sounds like you want to turn off at least ShowTicketComments and
 ShowOutgoingEmail.
 You might currently have them turned on in Configuration-Group Rights.
 For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and
 maybe ModifyCustomField, SeeCustomField, and no rights at all assigned for
 Everyone.   Obviously, this is not right for everyone, but, it might be a
 starting point for you.

I've already done that. It doesn't seem to be honouring the
ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail,
that worked as expected, and I've also turned off Forwarding, but I've still
those small issues remaining with Comments, Headers, and Download on plain
text emails. (I can understand having the download link for non-text
attachments, such as DOC or XLS files, but for the plain text body, it's a
little silly, imo.)

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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[rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

I'm still evaluating RT for use at Minerva, and I've run into a few requests
from IT staff. First, is there any way I can easily hide the comment, brief
headers and full headers, and the Download links from the ticket display
(both for self service and the Admin UI.) Also, I'd like if users can set
the priority of the ticket, instead of IT initially so we can get an idea of
how soon it will be required. Additionally, it doesn't seem that the
Requestor field is being auto set, which means that tickets don't show up in
the ticket owner's self service UI.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth

[Gary Greene]

On 9/21/09 9:15 AM, Robert Nesius nes...@gmail.com wrote:
    Set(@Plugins,qw(RT::FM));
 
 You need to turn on the extension by adding the
 RT::Authen::ExternalAuth module to that quoted array.
 
 Also, I saw this below:
 
 # The username RT should use to connect to the LDAP server
 'user'  =  'AD_Info\\LDAP',
 'pass'    =  'pass',
 
 That may or may not work.  If your user is LDAP, you may actually need
 to use: l...@domain.yourcompany.com, and you may need to add the
 @domain.yourcompany.com as an auto-appended suffix so your users can
 log on with their basic username.
 
 -Rob
 

As long as you're in a single domain forest, you don't need to specify the
NetBIOS name of the domain. When in a multi-domain forest, you should use
the Windows 2000 syntax (u...@domain.tld) and then make sure you're pointing
RT at a domain controller for that given domain that has a trust
relationship with the others in the forest.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] I am unable to use LDAP

[Gary Greene]

On 7/14/09 2:41 PM, Eric Chatham echat...@broadvox.com wrote:
 Hello,
  
 I have had some problem getting LDAP to work on my version of RT.  I am
 running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I
 installed via CPAN is 0.08.  RT is installed on a CentOS 5.1 OS.  I tried
 using some examples from a Google search to try and modify RT_SiteConfig.pm,
 but when I try to log into the RT Webpage (with an LDAP user), it fails.
 Beforehand, I did create the user as a ³user² in RT, but left the password
 blank.  Should I set a user up in RT first before trying to log the user into
 RT?  Here is an example of my RT_SiteConfig.pm settings.  Everytime I try to
 log in with an LDAP user, I get ³Your username or password is incorrect.²  Can
 I setup a log file to track this as well?  Please help and thank you for any
 assistance.
[snip config]

Are you using OpenLDAP, or Active Directory? The configuration you have is
for AD and won't work for OpenLDAP.

Also, if you have to bind for the directory access, you need to put in the
complete Distinguished Name for it, eg:

CN=secmanager,OU=USA,DC=broadvox,DC=local

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 5:52 AM, Natxo Asenjo natxo.ase...@gmail.com wrote:

 hi,
 
 yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the
 latest) with rt 3.8.4 and an openldap server. All according to the
 README and wiki instructions, thanks for the great extension.
 
 I was wondering if there is a way to import the users from the ldap
 server into the rt database before they log in.
 
 --
 Groeten,
 J.Asenjo
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I've successfully used RT::Extension::LDAPImport to bring users in, and then
use RT::Authen::ExternalAuth for passwords.

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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 11:30 AM, Natxo Asenjo natxo.ase...@gmail.com wrote:

 hi,
 
 I found this:
 
 http://www.cpan.org/modules/by-module/RT/RT-Extension-LDAPImport-0.06.tar.gz
 
 and installed it according to the instructions in the README. My RT
 installation is also vanilla 3.8.3, so everything is in /opt/rt3
 
 The settings in RT_SiteConfig.pm are:
 
 Set($LDAPHost,'host.domain.tld');
 Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
 Set($LDAPPassword, 'password');
 Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
 Set($LDAPFilter, 'cn = *');
 Set($LDAPMapping, {Name = 'uid',
 EmailAddress = 'mail',
 RealName = 'cn',
 WorkPhone= 'telephoneNumber',
 Organization = 'departmentName'});
 
 
 Set($LDAPGroupName,'Imported Users');
 Set($LDAPUpdateUsers,1);
 
 The first run wasn't very sucessful:
 
 Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains:
 /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0
 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
 ./rtldapimport line 13.
 
 I had to add this path to rtldapimport because it would not find a module:
 
 ### after: use lib qw(@RT_LIB_PATH@);
 use lib qw(/opt/rt3/local/lib /opt/rt3/lib
 /opt/rt3/local/plugins/RT-Extension-LDAPImport/lib);
 
 After that it runs
 
 host:/opt/rt3/local/plugins/RT-Extension-LDAPImport/bin# ./rtldapimport
 --debug
 Starting import
 connecting to host.domain.tld
 binding as cn=user,dc=domain,dc=tld
 searching with base = 'ou=users,dc=domain,dc=tld' filter = 'cn = *'
 search found 0 users
 No results found, no import
 Finished import
 
 But it is incorrect, there are 16 objects in that container:
 
 $ ldapsearch -x -b ou=users,dc=domain,dc=tld -h host.domain.tld (cn=*) cn
 (lots of output with user dn and cn)
 # numResponses: 17
 # numEntries: 16
 
 Am I doing something wrong? maybe the ldap filter in RT_SiteConfig.pm?

Your filter is incomplete. Are you using AD or OpenLDAP?

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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 1:06 PM, Kevin Gagel ga...@cnc.bc.ca wrote:

 --- Original message ---
 I've successfully used RT::Extension::LDAPImport to bring users in, and then
 use RT::Authen::ExternalAuth for passwords.
 
 Is that the only way?
 
 Kevin W. Gagel
 Network Administrator
 Local 5448
 My blog:
 http://mail.cnc.bc.ca/blogs/gagel
 My shared files:
 http://mail.cnc.bc.ca/users/gagel
 
 
 
 
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It¹s not the ONLY way, but it is one way that DOES work. You could write a
script that pulls users from LDAP and then use the REST API to import them.
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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 1:15 PM, Natxo Asenjo natxo.ase...@gmail.com wrote:

 On Fri, Jul 3, 2009 at 9:51 PM, Gary Greeneggre...@minervanetworks.com
 wrote:
 On 7/3/09 11:30 AM, Natxo Asenjo natxo.ase...@gmail.com wrote:
 
 The settings in RT_SiteConfig.pm are:
 
 Set($LDAPHost,'host.domain.tld');
 Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
 Set($LDAPPassword, 'password');
 Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
 Set($LDAPFilter, 'cn = *');
 Set($LDAPMapping, {Name         = 'uid',
                     EmailAddress = 'mail',
                     RealName     = 'cn',
                     WorkPhone    = 'telephoneNumber',
                     Organization = 'departmentName'});
 
 [knip]
 
 Your filter is incomplete. Are you using AD or OpenLDAP?
 
 openldap. So any tips about how the filter should look like?
 
 TIA,
 
 Natxo
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You'll likely want to do something like this:

((objectClass = person)(uid = *))

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Re: [rt-users] Anyone know of a few enhancements to RT...

[Gary Greene]

On 6/30/09 12:24 PM, Kevin Falcone falc...@bestpractical.com wrote:
 On Jun 30, 2009, at 2:02 PM, Gary Greene wrote:
 I've been trying to get Minerva using RT for a bit now, however I've
 run
 into a few feature requests that my users (read bosses) view as
 blockers.
 Does anyone know of a plug in that would add an address book feature
 to the
 BCC and CC fields when posting a ticket?
 
 Sounds like you may want RTx-EmailCompletion
 

Hmmm, that might be a good option Thanks, I'll look into that one :)

 Also, I need to know if there is a
 way to add a drop down to the new ticket creation page to have pre-
 defined
 subjects? This would allow users to select it in the case of a
 regularly
 requested ticket. Thanks in advance.
 
 You may be able to do this with RT-Extension-QuickCalls which adds
 a homepage widget.  Otherwise you'd have to hack up Ticket Create
 or add JS

I'll likely need to hack the page looks like at this point. My boss wants a
more web2.0/AJAXy option for this, so looks like I need to add in some js...

 
 -kevin
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-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] Redux: CentOS 5 RPMs

[Gary Greene]

Additionally, I've found that if you have version issues, just rebuild the
SRPM for the package with the newer module put in site_perl instead of
vendor_perl and version the package name in some way (much like library
versioning), so as to not cause issues with upstream versions from RHEL or
CentOS' main repos.


On 6/23/09 11:19 AM, Roderick A. Anderson raand...@cyber-office.net
wrote:

 Roderick A. Anderson wrote:
 Well after Helmuth reminded me of the CentOS installation guide I took
 the time to give it a try.  Works quite well.
 
 I still have a few packages missing and can't seem to figure out why
 there are problems.
 
 Net::Server goes _away_  while running tests and one perl process goes
 defunct (I'm watching with top) at this point
 
 t/Server_BASE.t ... 6/6 _
 
 two others (perl processes) just sit there but don't use any resources.
 
 This is a Linux-Vserver guest so I suspect it might be a capabilities
 issue but if anyone has run into a same/similar thing please let me know
 so I can hunt in the right place.
 Once I figure this out I'm sure Net::Server::PreFork will install.
 
 
 The packages are Calendar::Simple and XML::RSS neither of which will
 install.  I have more research to do on these but again if anyone has
 run into same/similar I'd appreciate any hints.
 
 Quick update.  The problem children were all available via yum.
 
 perl-Calendar-Simple
 perl-Net-Server
 
 gets me no MISSING packages.
 
 
 \\||/
 Rod

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Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?

[Gary Greene]

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: Thursday, June 04, 2009 1:32 PM
To: RT Users
Subject: Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?


That looks like a viable option if I can't figure it out using the 
RT_External_Auth module.

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel


--- Original message --- 
Subject: Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP? 
From: Kevin Falcone falc...@bestpractical.com 
To: RT Users RT-Users@lists.bestpractical.com 
Date: 04/06/2009 1:28 PM

On Jun 4, 2009, at 1:10 PM, Kevin Gagel wrote:

 Can anyone tell me if there is a way to autologin to RT when we're
 using LDAP?

 I have other web based utilities that I've managed to configure the
 browser to auto login to that console. I'd like to extend that to
 RT. Any pointers on how or any how to on that subject?

You should be able to use mod_auth_kerb and apache to do this.

-kevin
 

LDAP alone cannot make SSO work, since you need some sort of cookie aspect to 
allow the browser to authenticate you, thus why Kevin Falcone suggested Krb5 
which more than a few browsers understand how to use against the mod_auth_kerb 
module.
 

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


 
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Re: [rt-users] New to RT and need help with RT_SiteConfig.PM

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of Eric Chatham
 Sent: Monday, May 11, 2009 3:12 PM
 To: Ruslan Zakirov
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] New to RT and need help with RT_SiteConfig.PM
 
 Sorry about the second e-mail.  On the first one, I received 
 an undeliverable NDR when I tried posting.
 
 Thank you for the reply.  There is no step called make 
 initdb on the installation guide I'm using for CentOS 5.1 
 from the wiki.
 
 There is a rt-setup-database --action init command though.  
 I ran this command with the --dba and --dba-password flags, 
 using root and the root password.
 
 I'm still unsure how to configure the RT_SiteConfig.pm perl module.
 
 Eric Chatham
 
 CONFIDENTIAL.  This e-mail and any attached files are 
 confidential and should be destroyed and/or returned if you 
 are not the intended and proper recipient.

Sorry for being a little pedantic, but

First, please don't top post, the flow of the conversation gets lost if you do, 
Second, this is a mailing list, your signature is more than a little silly in 
this case.

Now on to the meat of the issue:
The best way to configure your RT_SiteConfig.pm is to open it in your favourite 
editor (vi, emacs, or nano) and then edit what is there using the RT_Config.pm 
as a guide to what you can change. In most cases, both of these files will be 
located in /etc/rt3/. In most cases, a minimal configuration will override the 
default rtname, organization, webpath, webdomain, and timezone.

These, and other options are fairly well documented in RT_Config.pm

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239
 
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[rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

RT version 3.8.1, ExternalAuth version 0.08

I've run into a problem with testing the instance of RT I've installed that the 
notification emails aren't getting sent. The mail log doesn't list anything 
being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan
etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan
etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan
etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan
etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan
etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan
etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) 
record since we use Exchange for email. Can someone please shed some light on 
why this is failing? Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239
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[rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

RT version 3.8.1, ExternalAuth version 0.08

I've run into a problem with testing the instance of RT I've installed that the 
notification emails aren't getting sent. The mail log doesn't list anything 
being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan
etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan
etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan
etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan
etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan
etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan
etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) 
record since we use Exchange for email. Can someone please shed some light on 
why this is failing? Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239
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Re: [rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

 -Original Message-
 From: Jo Rhett [mailto:jrh...@netconsonance.com] 
 Sent: Tuesday, April 21, 2009 4:30 PM
 To: Gary Greene
 Cc: RT Users; Gary Greene
 Subject: Re: [rt-users] RT thinks that the ticket has no 
 recipients
 
 You sent this same message 1.5 hours earlier.  You (likely) 
 didn't get  
 a response because you didn't include any specific information.  At  
 10k feet it could be anything.  Start at a lower level -- who should  
 have gotten mail?  Who shows up on the People tab of the ticket?  If  
 there's nobody there...
 
 On Apr 21, 2009, at 3:27 PM, Gary Greene wrote:
  RT version 3.8.1, ExternalAuth version 0.08
 
  I've run into a problem with testing the instance of RT I've  
  installed that the notification emails aren't getting sent. 
 The mail  
  log doesn't list anything being processed, so I checked the httpd  
  error_log, and see the following:
 
  [Tue Apr 21 20:47:30 2009] [info]:  
  rt-3.8.1-25329-1240346849-319.5-...@minervan
  etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs 
 (/usr/lib/ 
  perl5/vendo
  r_perl/5.8.8/RT/Action/SendEmail.pm:302)
  [Tue Apr 21 20:47:30 2009] [info]:  
  rt-3.8.1-25329-1240346849-319.5-...@minervan
  etworks.com No recipients found. Not sending. (/usr/lib/perl5/ 
  vendor_perl/5.8.8
  /RT/Interface/Email.pm:338)
  [Tue Apr 21 20:47:30 2009] [info]:  
  rt-3.8.1-25329-1240346849-737.5-...@minervan
  etworks.com #5/96 - Scrip 7 On Correspond Notify Other 
 Recipients (/ 
  usr/lib/per
  l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
  [Tue Apr 21 20:47:30 2009] [info]:  
  rt-3.8.1-25329-1240346849-737.5-...@minervan
  etworks.com No recipients found. Not sending. (/usr/lib/perl5/ 
  vendor_perl/5.8.8
  /RT/Interface/Email.pm:338)
  [Tue Apr 21 20:47:30 2009] [info]:  
  rt-3.8.1-25329-1240346850-536.5-...@minervan
  etworks.com #5/96 - Scrip 6 On Correspond Notify 
 Requestors and Ccs  
  (/usr/lib/p
  erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
  [Tue Apr 21 20:47:30 2009] [info]:  
  rt-3.8.1-25329-1240346850-536.5-...@minervan
  etworks.com No recipients found. Not sending. (/usr/lib/perl5/ 
  vendor_perl/5.8.8
  /RT/Interface/Email.pm:338)
 
  All users at Minerva Networks have a mail field in their LDAP (AD  
  actually) record since we use Exchange for email. Can 
 someone please  
  shed some light on why this is failing? Thanks.
 
  --
  Gary L. Greene, Jr.
  IT Operations
  Minerva Networks, Inc.
  Cell:  (650) 704-6633
  Phone: (408) 240-1239
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  Commercial support: sa...@bestpractical.com
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com
 
 -- 
 Jo Rhett
 Net Consonance : consonant endings by net philanthropy, open source  
 and other randomness
 
 
 
 

Regarding sending twice, that was because I didn't see it come through the 
list, since the Exchange server thought it fun to deliver only the CC'd version 
of the message instead of the one for the ML. Apologies about that...

In the People tab:
Owner:  Gary Greene ggre...@minervanetworks.com (ggreene)
Requestors: Gary Greene ggre...@minervanetworks.com (ggreene)
Cc: 
AdminCc:

As I said, I'm testing this for various queue interaction items to see if any 
gotchas will come up for my users when I roll this out in the next month.

If you need any other info, please ask.
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Re: [rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

 -Original Message-
 From: Tom Lahti [mailto:t...@bitstatement.net] 
 Sent: Tuesday, April 21, 2009 4:55 PM
 To: Gary Greene
 Cc: RT Users
 Subject: Re: [rt-users] RT thinks that the ticket has no 
 recipients
 
  In the People tab:
  Owner:  Gary Greene ggre...@minervanetworks.com (ggreene)
  Requestors: Gary Greene 
 ggre...@minervanetworks.com (ggreene)
  Cc: 
  AdminCc:
 
 And what are you expecting to get?  An email to the owner? An 
 email to the
 requestor?  Both?

I expect that the owner of the ticket will get a confirmation email when they 
first post and when a reply comes in, and if the requestor responds to the 
ticket, that the owner will get a confirmation email. From the sound of it, it 
requires a little more setup on my part to get it to do precisely what I want.

 
 Do you have scrips configured in this queue (or global ones) 
 that cover
 those recipients for the event you want to trigger the email?

I should, since I've got the normal global scrips set for comments and replies.

 
 -- 
 -- 
Tom Lahti
BIT Statement LLC
 
(425)251-0833 x 117
http://www.bitstatement.net/
 -- 
 
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Re: [rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

 -Original Message-
 From: Jo Rhett [mailto:jrh...@netconsonance.com] 
 Sent: Tuesday, April 21, 2009 5:00 PM
 To: Gary Greene
 Cc: RT Users
 Subject: Re: [rt-users] RT thinks that the ticket has no 
 recipients
 
 On Apr 21, 2009, at 4:46 PM, Gary Greene wrote:
  In the People tab:
  Owner:  Gary Greene ggre...@minervanetworks.com (ggreene)
  Requestors: Gary Greene 
 ggre...@minervanetworks.com (ggreene)
  Cc: 
  AdminCc:
 
  As I said, I'm testing this for various queue interaction items to  
  see if any gotchas will come up for my users when I roll 
 this out in  
  the next month.
 
 
 The default setting is not to send e-mail to people about their own  
 tickets.  This duplicate suppression is why you're getting no 
 e-mail.  
 You can change this in your settings, or use some freemail (Google,  
 Yahoo, etc) accounts for testing purposes.

Where in the settings? I don't see a setting for it in the web UI. Is this 
another option that needs set in RT_SiteConfig.pm?
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Re: [rt-users] RT-Mailgate hack to remove quoted replies

[Gary Greene]

There are a number of interesting mods that I've noted he's working on that I'm 
interested in. (For instance the scrip changes to enforce only requesters can 
change the ticket's status, etc.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of Jerrad Pierce
 Sent: Monday, April 06, 2009 12:00 PM
 To: Tom Lahti; rt-users Users
 Subject: Re: [rt-users] RT-Mailgate hack to remove quoted replies
 
  in. That way when it turns out your parsing is imperfect you haven't
  damaged the original and you might even offer the user a way to
  recover by peeking at the original.
 More specifically, I'd recommend doing it the same way RT handles
 letting users see the outgoing messages. Don't show it on 
 Display.html,
 but do on History.html.
 
 Incidentally, if you manage to get a robust version of this 
 working I'd
 be interested in adopting it too.
 
 -- 
 Cambridge Energy Alliance: Save money. Save the planet.
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[rt-users] RT + Exchange 2003

[Gary Greene]

Does anyone have a recipe for getting RT working correctly with Exchange 2003? 
I've the AD, and messages send FROM the RT system, however I get bounces when 
replying TO messages. I'll document the whole process on the wiki once I verify 
it is working.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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[rt-users] Odd behaviour with RT::Authen::ExternalAuth...

[Gary Greene]

I'm running into a small issue with RT::Authen::ExternalAuth.

The issue I'm having is that when I post a reply to a ticket or attempt to 
create a new ticket, it punts me to the login screen again. Once I've 
authenticated again, it completes the task. Thing is, I was already logged into 
the web UI in the first place. This is with RT version 3.8.1 and 
RT::Authen::ExternalAuth version 0.08.

Any insight to this would be appreciated. Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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Re: [rt-users] Advice for New Machine

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of jul
 Sent: Friday, March 13, 2009 12:56 PM
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Advice for New Machine
 
 
 Ken Crocker a écrit :
  John,
 
 
  Thanks. That's sounds like a good thing to keep in 
 mind. Anyone else?
 
 Yes :
 3 servers :
 1) for RT ;
 2) one for the DB (if you plan postgres or oracle) (I recommend Pg) so
 that you can tune it easily (sysctl in kernel will impact all the
 processes, and that's normal, but what suits DB does not 
 suits apache or
 other programs)
 3) one for Backup (optional but a good idea)
 
 
 FreeBsd is as a good choice as debian ; I use both, and there are some
 interests in both. Don't even think of using RedHat for the 
 support since
 there is a 99% chance you'll install custom perl package that 
 will ruin
 your support.
 
 Plan to tune apache  ;) and do a little perl.
 Have fun
 
 Jul
 

I would go CentOS for the machine if you're a RH person, since it is 
practically the same thing, and there are more than a few of us CentOS users 
running RT with our own RPMs.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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Re: [rt-users] Advice for New Machine

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of John Arends
 Sent: Friday, March 13, 2009 1:16 PM
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Advice for New Machine
 
 Gary Greene wrote:
  I would go CentOS for the machine if you're a RH person, 
 since it is 
  practically the same thing, and there are more than a few 
 of us CentOS 
  users running RT with our own RPMs.

 What version of RT are you running on top of CentOS? With 3.8.2 there 
 are so many dependencies it seems to be a near impossible 
 task to build 
 RPMs for all the required perl modules. I've been playing with the 
 script included with RT and it does a pretty good job of pulling 
 everything down from CPAN and installing it.

3.8.1, I've yet to update to 3.8.2

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 


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Re: [rt-users] Advice for New Machine

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of Gary Greene
 Sent: Friday, March 13, 2009 2:44 PM
 To: John Arends; rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Advice for New Machine
 
  -Original Message-
  From: rt-users-boun...@lists.bestpractical.com 
  [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
  Of John Arends
  Sent: Friday, March 13, 2009 1:16 PM
  To: rt-users@lists.bestpractical.com
  Subject: Re: [rt-users] Advice for New Machine
  
  Gary Greene wrote:
   I would go CentOS for the machine if you're a RH person, 
  since it is 
   practically the same thing, and there are more than a few 
  of us CentOS 
   users running RT with our own RPMs.
 
  What version of RT are you running on top of CentOS? With 
 3.8.2 there 
  are so many dependencies it seems to be a near impossible 
  task to build 
  RPMs for all the required perl modules. I've been playing with the 
  script included with RT and it does a pretty good job of pulling 
  everything down from CPAN and installing it.
 
 3.8.1, I've yet to update to 3.8.2

Also I forgot to mention, I cheat a little with building RPMs by using the 
cpan2rpm script and then hand mod the specs that it generates to build reliable 
packages.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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Re: [rt-users] *sigh* unable to get Plugins to work

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of Rob Munsch
 Sent: Monday, March 02, 2009 10:42 AM
 To: Dhrakar
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] *sigh* unable to get Plugins to work
 
 On Mon, Mar 2, 2009 at 1:32 PM, Dhrakar 
 basti...@acsalaska.net wrote:
 
  Hello All,
   I'm having a heck of a time getting a couple of plugins to 
 work with 
  RT 3.8.2.  I've got RT up and running, but whenever I try 
 to add the 
  Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error:
 
 I'm don't know enough about Perl to know if it'll matter, but 
 I noticed you have more parentheses than me.  I have:
 
 Set(@Plugins, qw(RT::Extension::ExtractCustomFieldValues
 RT::Authen::ExternalAuth));
 
 no opening ( before the qw.

Yes, this is your issue, since what you're passing with the extra parenthesis 
is an anonymous function instead of the string scalar entry for append to the 
Plugins array for inclusion.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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Re: [rt-users] REST add/update a user

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of Tom Lahti
 Sent: Friday, February 27, 2009 12:56 PM
 To: Joel Schuweiler
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] REST add/update a user
 
 Joel Schuweiler wrote:
  Hrm... I thought xml was standard when doing rest, is this 
 not the case?
  Is there a method to get rt to handle xml for bother get/post ?
 
 Nope.  RT uses RFC822 formatted forms, not XML.  You can 
 write a library that transforms your XML into the forms and 
 vice versa, if you want to code to XML for some reason.
 
 But if you are coding in perl, just use RT::Client::REST from 
 CPAN.  If you are coding in ruby, wait a week or two and I'll 
 be open sourcing a gem.  If you are coding in something else 
 -- write your own. ;)

Can we please get some example code for this up somewhere so those of us that 
have automated employee fulfillment workflows can integrate this fairly easily? 
At the moment, I've a JSP utility that is used to create new users, and I'd 
like pre-instantiate the RT user for them (While we do use the ExternalAuth 
LDAP integration, the user still needs to login once for IT to add them to the 
proper queue...)


--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 
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Re: [rt-users] REST add/update a user

[Gary Greene]

 -Original Message-
 From: Tom Lahti [mailto:t...@bitstatement.net] 
 Sent: Friday, February 27, 2009 3:32 PM
 To: Gary Greene
 Cc: Joel Schuweiler; rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] REST add/update a user
 
  Can we please get some example code for this up somewhere 
 so those of 
  us that have automated employee fulfillment workflows can integrate 
  this fairly easily? At the moment, I've a JSP utility that 
 is used to 
  create new users, and I'd like pre-instantiate the RT user for them 
  (While we do use the ExternalAuth LDAP integration, the user still 
  needs to login once for IT to add them to the proper queue...)
 
 Well, I can tell you off the top of my head that what you 
 POST is XML, but the contents of that XML are not what you 
 would think.  You want one parameter called content that 
 contains the RFC822 formatted form as I described, and that's 
 all that's in the XML.  You can see a lot of the fields you 
 can set in the form by doing /opt/rt/bin/rt edit -t user someuser
 
 If you want actual code, that'll take longer and I don't have 
 time today.
 And any code I show you will be in ruby.
 

Ruby works for me, since I can translate that to Perl or Java fairly easily 
(learned ruby while surrounded by Pythonistas when I was working for Google)

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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Re: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2

[Gary Greene]

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
 Of Shannon Adams
 Sent: Wednesday, February 18, 2009 11:26 AM
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Syslog error when installing rt 3.8.2 on 
 Cent OS 5.2
 
 I am doing a fresh install of rt 3.8.2 on CentOS 5.2.  I get down to:
 
 'make initialize-database'
 
 it returns:
 
 Working with:
 Type:mysql
 Host:localhost
 Name:rt3
 User:rt_user
 DBA:root
 Now creating a mysql database rt3 for RT.
 Done.
 Now populating database schema.
 Done.
 Now inserting database ACLs
 Granting access to rt_user@'localhost' on rt3.
 Done.
 
 Sys::Syslog version 0.16 required--this is only version 0.13 
 at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
 BEGIN failed--compilation aborted at 
 /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
 Compilation failed in require at 
 /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340.
 make: *** [initialize-database] Error 2
 
 I cannot figure out how to update Syslog to 0.16 and would 
 appreciate any assistance.
 
 Shannon

Either get the right version of perl-Log-Dispatch off rpmforge, or do what I do 
when I run into version mismatches and build a copy of the required module 
prefixed in site_perl with cpan2rpm (create the SRPM then clean the spec as 
needed). This has worked well for me on CentOS.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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[rt-users] RT::Authen::ExternalAuth problem with AD....

[Gary Greene]

I've gotten the extension installed, and have modified my RT_SiteConfig.pm 
correctly (or as best as I can figure based off the example configuration), 
however, I cannot login with my personal AD credentials. The info I'm getting 
from logging follows:

[Thu Dec 18 01:32:57 2008] [warning]: Transaction-Create couldn't, as you 
didn't specify an object type and id 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1439)
[Thu Dec 18 01:32:57 2008] [error]: Couldn't get principal for not loaded 
object (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm:1113)

Anyone else ran into this? If so, can you point me in the right direction to 
getting this fixed? Thanks.
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Re: [rt-users] [Solved] ExternalAuth User creation in RT

[Gary Greene]

 -Original Message-
 From: [EMAIL PROTECTED] 
 [mailto:[EMAIL PROTECTED] On Behalf 
 Of Robert Munsch
 Sent: Tuesday, December 02, 2008 2:51 PM
 To: Keith A McDermott
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] [Solved] ExternalAuth User creation in RT
 
 Not sure what your setup is, but if you're interested, I have 
 mail working well (so far) with Exchange 2003 and Postfix.  
 No fetchmail; all live-fire.
 
 It's ExternalAuth itself I can't seem to get working right.  
 Got derailed into another project last week, but if my 
 postfix / exchange setups would be useful to you, you're 
 welcome to 'em.

I'm interested in your configuration for Exchange, since I'm running it here 
and am setting up RT 3.8.1. I'll be digging into ExternalAuth later this week 
for the AD setup, but getting the mailer working would be nice.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 
  -Original Message-
  From: [EMAIL PROTECTED] [mailto:rt-users- 
  [EMAIL PROTECTED] On Behalf Of Keith A McDermott
  Sent: Tuesday, December 02, 2008 4:49 PM
  Cc: rt-users@lists.bestpractical.com
  Subject: [rt-users] [Solved] ExternalAuth User creation in RT
  
  I found that the issue was in the order I did this in.  I 
 dropped the 
  database and re-initialized it with the parameters set and now it's
 all
  working great as far as permissions.  New users are showing up
 properly
  under Users in RT.
  
  Now to get the mail working...
  
  Keith McDermott
  Desktop Support Specialist - PCN
  Physics Department, Purdue University
  
  Web:http://www.physics.purdue.edu/pcn
  E-mail: [EMAIL PROTECTED]
  Phone:  (765)496-2202
  Address:525 Northwestern Avenue
  West Lafayette, IN 47907
  
  Check out our new documentation at:
  http://www.physics.purdue.edu/PCN/doc/wiki
  
  
  
  Keith A McDermott wrote:
   Hi,
  
   I've got RT::Authen::ExternalAuth successfully working and it's 
   validating my users against my LDAP server.  I disabled (commented
 out)
   the disabled-user check as I'll tinker with that later - 
 this is for 
   testing for now.
  
   Anyway, my account can login to the web interface.  Admittedly, I
 added
   the AutoCreate and WebExternalAuto after I'd already 
 logged in once,
 but
   in the Users table in the RT3 database, I can see my account.
 However,
   it does not show up on the web interface so I cannot assign any
 rights
   to it.  I have create-ticket security enabled for anyone so my
 account
   is able to create tickets and see them in the queue.
  
   On a side-note, I haven't gotten any email from the web-interface
 yet.
   I have yet to setup the procmail but it still should be 
 able to send 
   mail if I understand it corrrectly.
  
   Note: I do not know much about Perl so please take that into 
   consideration in any reply which may require Perl modifications.
 :-)
  
   Thanks!
   Keith
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[rt-users] Having some configuration problems with CentOS 5 and RT 3.8.1

[Gary Greene]

This is likely caused by either a misconfiguration on my part, or I flubbed up 
the installation, however when I connect to the rt3 install on my CentOS 5 
system, I get an 500 from the server. The info from the Apache log reads as 
follows:

[Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't locate object 
method Config via package RT at 
/usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line 85.\nCompilation failed in 
require at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n

I've looked at the code that this is referring to, and saw that this is an eval 
to use DBIx::SearchBuilder::Handle:: . RT-Config-Get('DatabaseType') in the 
FinalizeDatabaseType subroutine.

I've installed all of the packages that were listed from the test dependency 
script including DBIx::SearchBuilder, and have followed the instructions for 
installing RT via RPM (with the caveat that I did my own spin of the RPM since 
we would like to use the 3.8.x series instead of 3.6.x, which required me to 
build a number of additional module packages to get RT to build correctly)

Any input for this would be greatly appreciated.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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Re: [rt-users] Having some configuration problems with CentOS 5 and RT3.8.1

[Gary Greene]

Thanks for the help on that, it works now. Now all I need to do is figure out 
the default password for the root user for RT...

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 

 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 
 Sent: Friday, November 14, 2008 2:55 PM
 To: Gary Greene; [EMAIL PROTECTED]; 
 rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Having some configuration problems 
 with CentOS 5 and RT3.8.1
 
 Check the permissions on your rt install dir
 
 
 Sent via BlackBerry from T-Mobile
 
 -Original Message-
 From: Gary Greene [EMAIL PROTECTED]
 
 Date: Fri, 14 Nov 2008 13:59:05
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Having some configuration problems with 
 CentOS 5 and RT
   3.8.1
 
 
 This is likely caused by either a misconfiguration on my 
 part, or I flubbed up the installation, however when I 
 connect to the rt3 install on my CentOS 5 system, I get an 
 500 from the server. The info from the Apache log reads as follows:
 
 [Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't 
 locate object method Config via package RT at 
 /usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line 
 85.\nCompilation failed in require at 
 /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n
 
 I've looked at the code that this is referring to, and saw 
 that this is an eval to use DBIx::SearchBuilder::Handle:: . 
 RT-Config-Get('DatabaseType') in the FinalizeDatabaseType 
 subroutine.
 
 I've installed all of the packages that were listed from the 
 test dependency script including DBIx::SearchBuilder, and 
 have followed the instructions for installing RT via RPM 
 (with the caveat that I did my own spin of the RPM since we 
 would like to use the 3.8.x series instead of 3.6.x, which 
 required me to build a number of additional module packages 
 to get RT to build correctly)
 
 Any input for this would be greatly appreciated.
 
 --
 Gary L. Greene, Jr.
 IT Operations
 Minerva Networks, Inc.
 Tel:  (408) 240-1239
 Cell: (650) 704-6633
 ___
 http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 
 Community help: http://wiki.bestpractical.com
 Commercial support: [EMAIL PROTECTED]
 
 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
 Buy a copy at http://rtbook.bestpractical.com
 
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com