Re: [rt-users] Change Queue Name Not Persisting
Sorry, version v4. It must have been cached somewhere as it has corrected itself. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 20, 2013 1:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Change Queue Name Not Persisting On Fri, Sep 20, 2013 at 10:26:38AM -0400, Jason Ledford wrote: I have changed the queue name in an RT install and everything seems fine except any dropdowns, like new ticket it or quick ticket all still have the old name. I have rebooted and cleared mason cache. Any thoughts? I have shredded all data at this point so not concerned if data is interrupted. You don't say, but I assume you're running 3.8 and didn't log out and back in. This was addressed in 4.0. -kevin -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Change Queue Name Not Persisting
I have changed the queue name in an RT install and everything seems fine except any dropdowns, like new ticket it or quick ticket all still have the old name. I have rebooted and cleared mason cache. Any thoughts? I have shredded all data at this point so not concerned if data is interrupted. Jason Ledford Systems Analyst The Biltmore Companyhttp://www.biltmore.com/ One North Pack Square Asheville, NC 28801 (828) 225-6127 -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Show History on Update Page
I thought I was clearing the cache, apparently I wasn’t. Cleared the cache and restarted and I have history on my update page. Thanks for your help. From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, August 30, 2013 8:23 AM To: Jason Ledford Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Show History on Update Page Hi, Google for clear mason cache request tracker. On Fri, Aug 30, 2013 at 7:15 AM, Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com wrote: I will be honest I am struggling a little bit with this. I have tried a couple different approaches and can't get this to work. First I just made a local copy of history.html and named it MyPage.html and it worked. I then tried to add those elements into a local Update.html page and can't get it to show anything additional. Just for testing I added a simple test div just to try and display something extra on the Update page and can't get that to work. I have restarted the server and the mason/obj/folder is empty. What am I doing wrong? I have read through ticket/display.thml and history.html over and over and I feel like I am just overlooking something. Perl is new to me and help is most appreciated. Thanks. From: ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov [r...@bestpractical.commailto:r...@bestpractical.com] Sent: Thursday, August 29, 2013 10:48 AM To: Jason Ledford Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Show History on Update Page Hi, Grep Ticket/Display.html for History and more importantly take a look at Ticket/Hisotry.html file. Work from these examples to embed history in Update.html. On Thu, Aug 29, 2013 at 5:45 PM, Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.commailto:jledf...@biltmore.commailto:jledf...@biltmore.com wrote: I am wanting to customize the update page (reply or resolve) so that the History section also shows on the page. We want to see the ticket history to know what we are replying or commenting to. Can someone assist in getting that info on the page? I have already placed the Update.html in my local folder but perl is not my strongsuit. Taking that a step further, is it possible to have the first comment in the reply? Would that be a template change? Help is appreciated. Thanks. -- Best regards, Ruslan. -- Best regards, Ruslan.
[rt-users] Show History on Update Page
I am wanting to customize the update page (reply or resolve) so that the History section also shows on the page. We want to see the ticket history to know what we are replying or commenting to. Can someone assist in getting that info on the page? I have already placed the Update.html in my local folder but perl is not my strongsuit. Taking that a step further, is it possible to have the first comment in the reply? Would that be a template change? Help is appreciated. Thanks. Jason Ledford Systems Analyst The Biltmore Companyhttp://www.biltmore.com/ One North Pack Square Asheville, NC 28801 (828) 225-6127
Re: [rt-users] Show History on Update Page
I will be honest I am struggling a little bit with this. I have tried a couple different approaches and can't get this to work. First I just made a local copy of history.html and named it MyPage.html and it worked. I then tried to add those elements into a local Update.html page and can't get it to show anything additional. Just for testing I added a simple test div just to try and display something extra on the Update page and can't get that to work. I have restarted the server and the mason/obj/folder is empty. What am I doing wrong? I have read through ticket/display.thml and history.html over and over and I feel like I am just overlooking something. Perl is new to me and help is most appreciated. Thanks. From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov [r...@bestpractical.com] Sent: Thursday, August 29, 2013 10:48 AM To: Jason Ledford Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Show History on Update Page Hi, Grep Ticket/Display.html for History and more importantly take a look at Ticket/Hisotry.html file. Work from these examples to embed history in Update.html. On Thu, Aug 29, 2013 at 5:45 PM, Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com wrote: I am wanting to customize the update page (reply or resolve) so that the History section also shows on the page. We want to see the ticket history to know what we are replying or commenting to. Can someone assist in getting that info on the page? I have already placed the Update.html in my local folder but perl is not my strongsuit. Taking that a step further, is it possible to have the first comment in the reply? Would that be a template change? Help is appreciated. Thanks. -- Best regards, Ruslan.
Re: [rt-users] Convert Other Ticketing System DB to RT?
What database access do you have to those older tickets and what type of database is it? Mine was a homebrew asp app with access db. I created a page in asp that queried the db and wrote the page to look like the offline tool. So I turned off all email notification and then ran through about 15000 tickets in the offline tool. I broke it up in 5000 chunks. I would be happy to share what I created if it is helpful. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Steen Sent: Thursday, August 04, 2011 6:12 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Convert Other Ticketing System DB to RT? All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS (http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Import from Old System and Set Resolved Date
As long as that's the only implication I think I can live with that. These are all resolved tickets and I am importing for historical reasons. Thanks for the help. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Sunday, July 17, 2011 11:22 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Import from Old System and Set Resolved Date On 07/16/2011 02:44 PM, Jason Ledford wrote: Now my question is can I now move all the tickets with? update `Tickets` set `Queue` = '3' where `Queue` = '4' Note that won't record a transaction in each ticket's history. Thomas 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Import from Old System and Set Resolved Date
That's not a bad idea, and I ended up importing my ~17000 tickets and imported the resolved date into the starts date, and then in phpmyadmin I did update `Tickets` set `Resolved` = `Starts` where `Queue` = '4' Now my question is can I now move all the tickets with? update `Tickets` set `Queue` = '3' where `Queue` = '4' From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, July 15, 2011 12:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Import from Old System and Set Resolved Date Jason, If you're using the API and you are setting the status to resolved, then RT is going to set that date to now. What I recommend is creating a Custom Date Field and putting your original resolved date into that and then after conversion, run some SQL that will change the resolved date (don't forget to include the To date in the TRANSACTION Record) to the value in that Custom Field. That's the best idea I have. Hope it helps. Kenn LBNL On Fri, Jul 15, 2011 at 3:40 AM, Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com wrote: Let me rephrase the question and change the subject. How can I migrate my old work orders from an old system and set the resolved date? When I do this with the offline tool, even though it has the resolved field for me to fill out, it ignores that and sets the date to now(). Is there any other way to import from another system where I can accuratly set that date? From: Jason Ledford Sent: Wednesday, July 13, 2011 7:12 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: imports with the offline tool not taking resolved date Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345 but I am trying to do this and have a question about what the last person suggests. I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at. Using RT 3.8.9. Thanks for any help. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Import from Old System and Set Resolved Date
Let me rephrase the question and change the subject. How can I migrate my old work orders from an old system and set the resolved date? When I do this with the offline tool, even though it has the resolved field for me to fill out, it ignores that and sets the date to now(). Is there any other way to import from another system where I can accuratly set that date? From: Jason Ledford Sent: Wednesday, July 13, 2011 7:12 AM To: rt-users@lists.bestpractical.com Subject: Re: imports with the offline tool not taking resolved date Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345 but I am trying to do this and have a question about what the last person suggests. I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at. Using RT 3.8.9. Thanks for any help. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] imports with the offline tool not taking resolved date
Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345 but I am trying to do this and have a question about what the last person suggests. I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at. Using RT 3.8.9. Thanks for any help. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT under Windows
I currently have RT setup on linux in a mostly windows environment. I authenticate against AD and use fetchmail to pull from exchange and postfix relays to exchange. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Yan Seiner [y...@seiner.com] Sent: Wednesday, April 13, 2011 3:40 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT under Windows On Wed, April 13, 2011 12:29 pm, Thomas Sibley wrote: On 04/13/2011 02:56 PM, Yan Seiner wrote: I've talking to our IT folks about running RT for work order tracking. They're not opposed to a linux box per se, but currently they're 100% MS Windows. At least one of their folks has linux experience. Can anyone offer any insight into integrating an RT installation into an MS shop? Windows is not a supported platform for RT. If you're looking to do auth against AD, you can do that with mod_kerb and the $WebExternalAuth configuration, or by using the RT-Authen-ExternalAuth plugin for RT. Sorry, I mis-titled that. I'm asking for advice on integrating RT on a linux platform into an otherwise 100% microsoft shop. Authentication is just one small part of it; email integration, and any other issues I can relay to the IT folks would help. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
Re: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect
I am using rt 3.8.9, but I had to update to the dev release of external auth http://search.cpan.org/CPAN/authors/id/F/FA/FALCONE/RT-Authen-ExternalAuth-0.08_01.tar.gz I was getting results like you, or lack of results. It didn't appear to even be loading the plugin. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Micah R Ledbetter [mledbet...@neuric.com] Sent: Tuesday, March 08, 2011 3:24 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] I can't authenticate via LDAP; I don't see the log messages I expect Hi all, I'm having a problem making RT::Authen::ExternalAuth work with LDAP. Furthermore, when I go to the log to find out what's wrong, I see almost nothing there. I'm on Ubuntu 10.04.1, running RT 3.8.8 installed from source to /opt/rt3, and RT::Authen::ExternalAuth 0.08 installed from CPAN via this command: PERL5LIB=/opt/rt3/lib cpan RT::Authen::ExternalAuth Here is my RT_SiteConfig.pm: http://pastie.org/1648532 I can log in as root, or any other locally-created user. When I do, I get a message to rt.log that looks like this: [Tue Mar 8 19:46:18 2011] [info]: Successful login for root from \ 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430) I cannot log in as any of my Active Directory users. When I do, or when I send a known-bad username/password combination, I get a message to rt.log that looks like this: [Tue Mar 8 19:45:55 2011] [error]: FAILED LOGIN for mledbetter from \ 192.168.55.133 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Those are the only messages that are EVER logged to the log file. I didn't even realize that there were more things that RT would log, until I ran across this message: http://lists.bestpractical.com/pipermail/rt-users/2010-August/065986.html Why can I not see those log messages? I would very much appreciate help in this regard, because if I could just solve that problem I think I could fix the Active Directory problem myself. Note that when I log in as root (which works because, of course, root is a local user, not an AD user), I can go to the System Configuration page. There, in the RT Configuration section, I see this line: Plugins RT::Authen::ExternalAuthsite config And in the Loaded perl modules section, I see this line: RT::Interface::Web::Request 0.30\ /opt/rt3/bin/../lib/RT/Interface/Web/Request.pm I'm not sure where to go from here, and I'd appreciate any input. I'd also like to thank trs and jibsheet for helping me on IRC. - Micah
Re: [rt-users] Login Error and External Auth problem
Looks like I am using .08. To install the dev version I just need to follow the SVN install instructions? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 03, 2011 9:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Login Error and External Auth problem On Wed, Mar 02, 2011 at 09:23:01PM -0500, Jason Ledford wrote: My second problem (if the above is a non-issue or can be resolved) is getting external auth loaded. It didn't seem to load. I installed it via cpan, changed my settings in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then added a require line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to the set plugin line. Restarted apache and I can login as root and look at the config and it shows the plugin loaded, it doesn't seem to be called though. A failed login doesn't mention anything about calling it or being a failed ldap login. I run tcpdump alongside and it isn't querying my ldap server at all. Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need anything else: Which version of RT::Authen::ExternalAuth did you install? There have been a few posts on the mailing list about ensuring you use the development version with 3.8.9 -kevin
Re: [rt-users] ExternalAuth doesn't work
From another thread I had issues with it and the dev version worked for me. I
downloaded the latest dev release from here
http://search.cpan.org/dist/RT-Authen-ExternalAuth/ since I couldn't get the
svn to work.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Thursday, March 03, 2011 10:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth doesn't work
What RT and ExternalAuth versions are you running? ExternalAuth 0.08 doesn't
work with RT 3.8.9. There's a development version of ExternalAuth 0.08_01,
which users have reported fixes the problem.
http://search.cpan.org/~falcone/RT-Authen-ExternalAuth-0.08_01/
Thomas
On 03 Mar 2011 09:58, Robert Wysocki wrote:
Hi there,
I have a problem with ExternalAuth - it doesn't work at all.
Actually, when I run tcpdump against the ip of LDAP server, I can't
see any packets going through.
There is no firewall between those two.
Here's my RT_SiteConfig:
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [
'LDAP1',
'LDAP2'
]
);
Set($ExternalServiceUsesSSLorTLS, 1);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'LDAP1' = {
'type' = 'ldap',
'server'= '192.168.X.Y:3268',
'user' = 'CN=ldapauth,CN=Users,DC=path',
'pass' = 'pass',
'base' = 'DC=path',
'filter'= '(objectclass=user)',
'd_filter' = '(employmentStatus=Terminated)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' =
[
'Name','EmailAddress','RealName','WorkPhone','Address2','ExternalContactInfoId'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName', 'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName', 'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber', 'Address1' = 'streetAddress',
'Address2' = 'postOfficeBox', 'City' = 'l', 'State' = 'st',
'Zip' = 'postalCode', 'Country' = 'co', 'ExternalContactInfoId' =
'dn' } }
LDAP2 configuration is the same expect ip, path and password.
RT::Authen::ExternalAuth is installed under local/plugins, other
plugins installed there work fine.
Any ideas?
Re: [rt-users] Login Error and External Auth problem
Yep, that did it. As for the rest of my problem, is that a harmless error? We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78) I noticed that I get it when just opening the page, no login or anything. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Thursday, March 03, 2011 9:34 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Login Error and External Auth problem Looks like I am using .08. To install the dev version I just need to follow the SVN install instructions? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 03, 2011 9:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Login Error and External Auth problem On Wed, Mar 02, 2011 at 09:23:01PM -0500, Jason Ledford wrote: My second problem (if the above is a non-issue or can be resolved) is getting external auth loaded. It didn't seem to load. I installed it via cpan, changed my settings in /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then added a require line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to the set plugin line. Restarted apache and I can login as root and look at the config and it shows the plugin loaded, it doesn't seem to be called though. A failed login doesn't mention anything about calling it or being a failed ldap login. I run tcpdump alongside and it isn't querying my ldap server at all. Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need anything else: Which version of RT::Authen::ExternalAuth did you install? There have been a few posts on the mailing list about ensuring you use the development version with 3.8.9 -kevin
Re: [rt-users] ExternalAuth doesn't work
Did you configure the plugin to load and does RT show it being loaded, and has
apache been restarted? Here are my 2 config files, RT-authen first:
Set($ExternalAuthPriority, [ 'My_LDAP',
'My_MySQL',
'My_SSO_Cookie'
]
);
Set($ExternalInfoPriority, [ 'My_LDAP',
'My_MySQL'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
# AN EXAMPLE LDAP SERVICE
'My_LDAP' = { ## GENERIC SECTION
# The type of service
(db/ldap/cookie)
'type'
= 'ldap',
'server'
= 'dc.example.com',
'user'
= 'u...@example.com',
'pass'
= 'FUB28tra',
'base'
= 'ou=Departments,dc=domain,dc=example,dc=com',
'filter'
= '(objectClass=*)',
'd_filter'
= '(userAccountControl=514)',
'tls'
= 0,
'ssl_version'
= 3,
'net_ldap_args'
= [version = 3 ],
'attr_match_list'
= ['Name',
'EmailAddress',
'RealName',
'WorkPhone'
],
'attr_map'
= { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'department',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
}
}
}
);
1;
**
Now my site config
# 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 comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set( $rtname, 'myserver.example.com');
Set($Organization, 'example.com');
Set($CorrespondAddress , 'esworkor...@example.com');
Set($CommentAddress , 'escomm...@example.com');
Set($Timezone, EST); # obviously choose what suits you
Set($DatabaseUser , 'rt123');
Set($DatabasePassword , 'rt123');
Set($DatabaseName , 'cdc124asv_rt'); # Ensure this is set to rt3!
Set($DatabaseHost, 'mysql.example.com');
Set($WebPath , /rt);
Set($WebBaseURL , http://myserver.example.com;);
require /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm;
Set(@Plugins, (qw(RT::Extension::MobileUI RT::Extension::LDAPImport
RT::Authen::ExternalAuth)));
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
Set($LDAPHost,'dc.example.com');
Set($LDAPUser, 'u...@example.com');
Set($LDAPPassword,
[rt-users] Login Error and External Auth problem
I am running Debian Lenny, 64b server, 3.8.9 RT and everything seemed to
install fine. I noticed this error after trying to get external auth working.
We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at
/opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78)
I get that error on every failed login. I have since removed my external auth
settings to try and resolve it and can't get it to go away. I can login with
root just fine.
My second problem (if the above is a non-issue or can be resolved) is getting
external auth loaded. It didn't seem to load. I installed it via cpan,
changed my settings in
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm. I then
added a require line in /opt/rt3/etc/RT_SiteConfig.pm, along with adding it to
the set plugin line. Restarted apache and I can login as root and look at the
config and it shows the plugin loaded, it doesn't seem to be called though. A
failed login doesn't mention anything about calling it or being a failed ldap
login. I run tcpdump alongside and it isn't querying my ldap server at all.
Help is appreciated. Here is my RT_SiteConfig.pm, let me know if you need
anything else:
Set( $rtname, 'server.name.com');
Set($Organization, 'name.com');
Set($CorrespondAddress , 'esworkor...@name.com');
Set($CommentAddress , 'escomm...@name.com');
Set($Timezone, EST); # obviously choose what suits you
Set($DatabaseUser , 'rt123');
Set($DatabasePassword , 'rt123');
Set($DatabaseName , 'cdc124asv_rt123'); # Ensure this is set to rt3!
Set($DatabaseHost, 'mysql.name.com');
Set($WebPath , /rt);
Set($WebBaseURL , http://server.name.com;);
require /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm;
Set(@Plugins, (qw(RT::Extension::MobileUI RT::Extension::LDAPImport
RT::Authen::ExternalAuth)));
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
Set($LDAPHost,'dc.name.com');
Set($LDAPUser, 'ldapuser);
Set($LDAPPassword, 'ldappass');
Set($LDAPBase, 'OU=departments,dc=domain,dc=name,dc=com');
Set($LDAPFilter, '((objectClass=user)(objectClass=*))');
Set($LDAPMapping, {Name = 'sAMAccountName',
EmailAddress = 'mail',
RealName = 'cn',
MobilePhone = 'mobile',
WorkPhone= 'telephoneNumber',
Organization = 'department',
FreeformContactInfo = 'title'});
Set($LDAPUpdateUsers,1);
1;
Re: [rt-users] LVS and RT
I would say you need to add some persistence on your lvs side. We do this with something else and keep persistence for a while (like 4 hours, more than normal), this way its balanced to a degree, users within a certain time frame are returned to the same server. When dealing with web sessions you are probably going to have to do this. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: Tuesday, February 08, 2011 12:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] LVS and RT Hello, We have been playing with different redundant architectures. The system we are trying now is comprised of: 1- Two front end servers running an LVS based proxy system. Proxy to RT and also other apps. 2- The two previous servers load balance to two RT servers. 3- The RT servers talk to a MySQL Master/Slave setup. We are trying to understand how Mason/Perl/RT are managing end user sessions. We are getting session mix-ups. User A becomes User B... Any experience with such a setup? Or any enlightenment on how user sessions work in RT? Thanks Thierry
[rt-users] Untouched Tickets
I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search. Any help is appreciated. Jason Ledford Systems Analyst The Biltmore Companyhttp://www.biltmore.com/ One North Pack Square Asheville, NC 28801 (828) 225-6127
Re: [rt-users] Untouched Tickets
Funny how no matter how many times I have gone through the interface I didn’t
see the LastUpdated field. I like the use of “yesterday” and this is pretty
much what I want. Is there any other variable/function I could use besides
yesterday so I could create and save this search and not have to enter a date.
Like show me last updated 3 days ago:
LastUpdated 'yesterday -3' AND ( Status = 'new' OR Status = 'open' )
Any way to make a saved search like that?
From: Paul D. O'Rorke [mailto:p...@paulororke.net]
Sent: Friday, January 07, 2011 12:26 PM
To: Jason Ledford
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Untouched Tickets
[file:///C:\Users\paul\AppData\Local\Temp\moz-screenshot-674.png][file:///C:\Users\paul\AppData\Local\Temp\moz-screenshot-675.png]Hi
Jason,
I created a Dashboard from the following query made in the Query builder. I
call it Not touched today...
Queue = 'Support'
AND Status - 'open'
AND LastUpdated 'yesterday'
AND 'CF.{Long Term}' != 'True'
The CF is a custom field I have for tickets that are long term and I want to
exclude these from my results.
This might be a good place to start.
Regards
From: Jason Ledford jledf...@biltmore.com
To: rt-users@lists.bestpractical.com
Sent: Friday, 7 January, 2011 12:52:15 PM
Subject: [rt-users] Untouched Tickets
I am looking for a way to search for untouched tickets that are not new but
untouched for a specified amount of time? I found this
http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582
but it looks more like taking action and also using rt-cron. I am just
looking to make a search.
Any help is appreciated.
--
Paul O'Rorke
p...@paulororke.nethttp://mailto:p...@paulororke.net
Home .: +1 (250) 483 1456
Mobile.: +1 (250) 709 7740
Re: [rt-users] Google crawlers.
http://www.google.com/support/webmasters/bin/answer.py?hl=enanswer=164734 If you own the site, you can verify your ownership in Webmaster Tools and use the verified URL removal tool to remove an entire directory from Google's search results. Before using the URL Removal Tool, you must use robots.txt to block crawler access to the directoryhttp://www.google.com/support/webmasters/bin/answer.py?answer=156449 (or, if you're removing a site, to your whole site). (For more information about blocking search engines from confidential information, see Blocking Googlehttp://www.google.com/support/webmasters/bin/answer.py?answer=93708.) Returning a 404 HTTP status code isn't enough, because it's possible for a directory to return a 404 status code, but still serve out files underneath it. Using robots.txt to block a directory ensures that all of its children are disallowed as well. Once you have completed one of the steps above, you can request removal of the directory and all of its contents from search results using the URL Removal Tool in Webmaster Tools. 1. On the Webmaster Tools home page, click the site you want. 2. On the Dashboard, click Site configuration in the left-hand navigation. 3. Click Crawler access, and then click Remove URL. 4. Click New removal request. 5. Type the URL of the directory you want removed from search results and then click Continue. How to find the right URL.http://www.google.com/support/webmasters/bin/answer.py?answer=63758 Note that the URL is case-sensitive-you will need to submit the URL using exactly the same characters and the same capitalization that the site uses. If you want to remove the whole site, you can leave this blank. 6. Click Remove directory 7. Select the checkbox to confirm that you have completed the requirements listed in this article, and then click Submit Request. Be careful when requesting removal of a site. The only reason you should request a site removal is when you want all the contents of a site permanently removed from Google's index. Removing https://www.example.com will also remove http://www.example.com, as well as http://example.com and https://example.com. If you're worried that your site may have a penalty, or you want to start from scratch after purchasing a domain from somebody else, we recommend filing a reconsideration requesthttp://www.google.com/support/webmasters/bin/answer.py?answer=35843 letting us know what you're worried about and what has changed. If your site has been hacked, check this article for recommendations.http://www.google.com/support/webmasters/bin/answer.py?hl=enanswer=163633 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark Jenks Sent: Thursday, December 09, 2010 7:37 AM To: rt-users Subject: [rt-users] Google crawlers. I posted some links here when I was having problems with RT3. Now google is showing up with those links and is now trying to crawl my site. I tried to drop robots.txt into the html folder, but it goes to the logon screen instead of showing me the robots.txt file. What do I need to do? Could we remove my original post from gossamer? Or how do I get the robots.txt file to work? I know they can only get to the front screen of RT without logging in, but I don't want it to show up in google search at all. Thanks! -Mark Mark Jenks Network Administrator [cid:image001.jpg@01CB9778.684875C0] 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 mark.je...@iodincorporated.commailto:mark.je...@iodincorporated.com Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation inline: image001.jpg
[rt-users] Forward Email Mail Header
When forwarding a message from RT, the mail header seems to get stripped, from, to, subject are all missing from the forwarded message. Is that normal and to be expected? Is there a way to change it so when you forward a message the header is preserved?
Re: [rt-users] Summary Searches
I have looked through the OwnerSummary and RequestorSummary and can’t figure out what I need. I am not well versed in perl either. I would like to do exactly what this plugin provides, except filter it by say group. I can create groups in RT and then I could create summary’s for each group. I just can’t figure out how to add a filter to these portlets. Any help is greatly appreciated. Thanks. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Wednesday, October 20, 2010 2:00 PM To: Torsten Brumm Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Summary Searches Sorry it took me so long to get back to this. This is almost exactly what I am looking for. I would like what this provides, but be able to filter it down to specific people. That way certain groups can see just the people in that group, and not the entire system. I am looking specifically at the OwnerSummary. Can that be modified to fit my needs, or is there a GroupBy function that can be used in the ticketsql? Thanks. From: Torsten Brumm [mailto:torsten.br...@googlemail.com] Sent: Monday, October 11, 2010 11:17 AM To: Jason Ledford Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Summary Searches Have a Look in Cpan for summarybyowner from ruslan, think thats what You're Looking for. Von meinem iPhone gesendet Am 11.10.2010 um 17:08 schrieb Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com: I have searched the wiki and mailing list and can’t find my answer, so if its there feel free to point me in that direction. I want to setup a search similar to the quicksearch, where I get (for example) the users I am concerned with seeing, and then across the top the same new open and stalled with summary numbers below. That way each manager can easily see statistics on their reports without having to see the detail of each call. I have created a search for these users and get get the search to work, but can’t figure out how to do the grouping to get summary numbers. Help is appreciated. Thanks. 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] Summary Searches
Sorry it took me so long to get back to this. This is almost exactly what I am looking for. I would like what this provides, but be able to filter it down to specific people. That way certain groups can see just the people in that group, and not the entire system. I am looking specifically at the OwnerSummary. Can that be modified to fit my needs, or is there a GroupBy function that can be used in the ticketsql? Thanks. From: Torsten Brumm [mailto:torsten.br...@googlemail.com] Sent: Monday, October 11, 2010 11:17 AM To: Jason Ledford Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Summary Searches Have a Look in Cpan for summarybyowner from ruslan, think thats what You're Looking for. Von meinem iPhone gesendet Am 11.10.2010 um 17:08 schrieb Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com: I have searched the wiki and mailing list and can’t find my answer, so if its there feel free to point me in that direction. I want to setup a search similar to the quicksearch, where I get (for example) the users I am concerned with seeing, and then across the top the same new open and stalled with summary numbers below. That way each manager can easily see statistics on their reports without having to see the detail of each call. I have created a search for these users and get get the search to work, but can’t figure out how to do the grouping to get summary numbers. Help is appreciated. Thanks. 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] managing ldap users / RT-Authen-ExternalAuth question
Can you log in as root? If so you should be able to search for the ldap user you logged in as and then grant them access. I think the page you are talking about is only showing privledged users. Also, you will only be able to search for ldap users that have logged in, unless you also use the ldap import plugin http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.07/lib/RT/Extension/LDAPImport.pm For the permissions problem, it sounds like you granted permissions, but didn't make the user a priveledge user. If you search for your user like I mentioned above, when you look at their property sheet you will see a check box called make this user priveledged (something like that), checking that should give the user access. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Val Polyakov [...@polyakov.me] Sent: Wednesday, September 29, 2010 11:46 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question Hi, My RT-Authen-ExternalAuth works - as in, I can login to RT using my active directory username/password. however, when I login using my AD account I don't see many things. I only see open tickets / closed tickets / new ticket on the left side there.. how can I give the ability to view all queues to authenticated users, for instance? I tried doing this in config - global - group rights: SeeQueue to Everyone but that didn't seem to help.. also, another question: if I go to configuration - users I only see root there. I don't see the LDAP account that I successfully logged in with previously. Why? My RT_SiteConfig.pm and externalauth's RT_SiteConfig.pm are attached 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] ldap externalauth problem
Can you remove the d_filter you have? Its different than what I have 'd_filter' = '(userAccountControl=514)', Jason Ledford Systems Analyst The Biltmore Company One North Pack Square Asheville, NC 28801 (828) 225-6127 From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Val Polyakov [...@polyakov.me] Sent: Monday, September 27, 2010 1:19 PM To: John Alberts Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] ldap externalauth problem ldapsearch works, i can find myself using: ldapsearch -LLL -x -H ldap://ADserver:389 -b 'ou=users,ou=yonkers,dc=mydomain,dc=org' -D 'cn=rt,ou=Service Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org' -w 'rtPassword' '((ObjectClass=Person)(cn=Polyakov, Valeriy))' I also turned on debug loging for externalauth, and here's what I see in the log. the password im providing is correct, it seems to be able to find my account, but then I get an auth failure.. why ? :/ [Mon Sep 27 17:11:18 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Mon Sep 27 17:11:18 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Sep 27 17:11:18 2010] [debug]: Calling UserExists with $username (polyva) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Mon Sep 27 17:11:18 2010] [debug]: UserExists params: username: polyva , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search === Base: ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (((ObjectCategory=User))(sAMAccountName=polyva)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Mon Sep 27 17:11:18 2010] [debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Mon Sep 27 17:11:18 2010] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search === Base: ou=Users,ou=Yonkers,dc=consumer,dc=org == Filter: ((sAMAccountName=polyva)((ObjectCategory=User))) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Mon Sep 27 17:11:18 2010] [debug]: Found LDAP DN: CN=Polyakov\, Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search === Base: ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov, Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100) [Mon Sep 27 17:11:18 2010] [info]: My_LDAP AUTH FAILED: polyva (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127) [Mon Sep 27 17:11:18 2010] [debug]: LDAP password validation result: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) [Mon Sep 27 17:11:18 2010] [debug]: Password Validation Check Result: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Mon Sep 27 17:11:18 2010] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Sep 27 17:11:18 2010] [error]: FAILED LOGIN for polyva from 192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) Val, Have you verified that ldapsearch works for you on this box? I used something like this to test: ldapsearch -LLL -x -H ldap://ldap server:389 -b 'DC=corp,DC=something,DC=com' -D 'ldapu...@corp.something.com' -w 'ldapuser password' '((ObjectClass=Person)(cn=username to search for))' I had to request from our Windows AD guys to allow the ldapuser to be able to read all user information. I also had to have them open the firewall to our server, because by default, they only allow certain servers to query the AD servers. John On 09/27/2010 10:14 AM, Val Polyakov wrote: Trying to get my RT 3.8.8 on RHEL5 to authenticate against our corporate AD. I followed this guide here: http://wiki.bestpractical.com/view/CentOS5InstallPlusSome I also checked that apache has access to over here (RT-Authen-ExternalAuth dir was chgrp -R'ed and chmod -R 770'ed): [r...@rt plugins]# pwd /opt/rt3/local/plugins [r...@rt plugins]# ls -ltr total 4
[rt-users] Take and Change Owner Permissions
I am having a problem with take and change owner permissions. I have a user group that only has the following permissions on a specific queue: CommentOnTicket CreateTicket ForwardMessage ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowTicket ShowTicketComments and everyone has the following on the same queue CreateTicket ModifyCustomField ReplyToTicket SeeQueue ShowTicket There are no other group or global rights appied that would affect this user. If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right. They can also go into the Jumbo view of a ticket and change the owner. Am I misunderstanding this right? If I am, how do I keep users from taking unowned tickets? We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets. TIA for any help. 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] Take and Change Owner Permissions
Changing the modifyticket to owner instead of my group did it. Thanks. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, September 21, 2010 1:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Take and Change Owner Permissions On Tue, Sep 21, 2010 at 01:17:49PM -0400, Jason Ledford wrote: I am having a problem with take and change owner permissions. I have a user group that only has the following permissions on a specific queue: CommentOnTicket CreateTicket ForwardMessage ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowTicket ShowTicketComments and everyone has the following on the same queue CreateTicket ModifyCustomField ReplyToTicket SeeQueue ShowTicket There are no other group or global rights appied that would affect this user. If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right. If you look at that search, it has a Take column added in. If they didn't have the Take right, the link would fail (you can see it from Advanced when editing the search). They can also go into the Jumbo view of a ticket and change the owner. You gave them ModifyTicket, so they can modify the Owner. You may just want to give Owners ModifyTicket instead -kevin Am I misunderstanding this right? If I am, how do I keep users from taking unowned tickets? We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets. TIA for any help. 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!
[rt-users] See All Tickets Assigned to my group
I tagged on the below thread and realized I was really trying to do the reverse. I have setup a group and added users. I then want to create a search and show all tickets that are open, new or stalled and the owner is in this group. I have tried OwnerGroup = ‘GroupName’ and it didn’t really do what I expected. Is what I am looking for possible? Thanks. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jason Ledford Sent: Wednesday, September 15, 2010 9:22 AM To: Ruslan Zakirov Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] can i see all tickets posted by my group? Sorry, I am a not sure what you’re asking in terms of a test file. I am unfortunately very n00bish when it comes to perl, if that’s what you are talking about. I would be happy to help however I can and provide whatever information you need, just point or nudge me in the right direction. Thanks. From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, September 15, 2010 8:35 AM To: Jason Ledford Cc: Ruslan Zakirov; RT-Users@lists.bestpractical.com; peceka Subject: Re: [rt-users] can i see all tickets posted by my group? Hi. This syntax should work, but probably there are no tests for it. Would you like to contribute a test file that demonstrates your problem? 14.09.2010 22:34 пользователь Jason Ledford jledf...@biltmore.commailto:jledf...@biltmore.com написал: I am sort of tagging along this topic, since I was trying to do this very thing. RequestorGroup = 'GroupName' doesn't work for me. I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work. Is this possible or do I need to specify each user individually? -Original Message- From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-bounces@mailto:rt-users-bounces@... 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] can i see all tickets posted by my group?
I am sort of tagging along this topic, since I was trying to do this very thing. RequestorGroup = 'GroupName' doesn't work for me. I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work. Is this possible or do I need to specify each user individually? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, September 14, 2010 11:10 AM To: peceka Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] can i see all tickets posted by my group? Hi, TicketSQL: RequestorGroup = 'GroupName' On Tue, Sep 14, 2010 at 3:01 PM, peceka pec...@gmail.com wrote: Hi, if there is a possibility to see all tickets which were created by members of group which i belong too? i tried to search such option in group rights but couldn't find. please help me with resolving this problem. TIA, p. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- Best regards, Ruslan. 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!
Re: [rt-users] AD ExternalAuth create user
I think this is what you are looking for http://search.cpan.org/dist/RT-Extension-LDAPImport/ Run that with cron to do a regular import. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Alberts Sent: Thursday, September 09, 2010 11:00 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] AD ExternalAuth create user Hi. I got ExternalAuth working with Win2k3 AD. My next step is to import tickets from our old system into the new system. I already wrote a script that does this via the command line rt interface. The one problem I'm having is that I need some users to already have a uid in RT (ie. they've already logged in once and RT auth'd them with AD and created a user account) so I can assign the imported ticket to them. Finally, my question: :) Is there any way for me to import a few users into RT? I looked for a script that would import users from AD into RT, but couldn't find anything. Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 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!
Re: [rt-users] RT::Authen::ExternalAuth
I think this is what you need
http://search.cpan.org/dist/RT-Extension-LDAPImport/
RT-Extension-LDAPImport (in case the url gets stripped).
It's what I use along with the externalauth, that way I import all the users.
I then run the script nightly to import changes. The external auth plugin will
also update the details when the login. But you can't assign permissions to a
user that's never logged in.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dan Stilts
Sent: Wednesday, September 01, 2010 2:16 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth
As far as I know, this only gets updated when the user goes to login.
However, I'm sure it's also very easily scriptable to pull rt3.Users and
then pull the users from LDAP (AD) and update the user via sql in
rt3.Users. Whether this would end up breaking anything, I'm not sure as
this is just off the top of my head thinking, but I wouldn't think so.
Just a thought.
-Dan
On 9/1/10 8:21 AM, Peter Barton wrote:
Thanks a bunch Dan!! That did the trick perfectly! I am now able to
authenticate successfully from AD and from the local system.
Since it was so easy for you to spot my problem maybe you can help me
with one more request. Like I said at the end of my last email I have
run the rt_logins_email2ldap script and everyone has appropriate
usernames to match AD. Is there a way to have RT go through and
populate all the user information for each of the users that already
exist in my system? Or is this supposed to be a dynamic step? When I
open a ticket that existed prior to the installation of
RT::Authen::ExternalAuth the user information is not populated with
anything.
Any direction you can give would be greatly appreciated.
Thanks in advance,
--
Peter Barton
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dan
Stilts
Sent: Tuesday, August 31, 2010 5:38 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth
Peter,
Looks like you have two plugin lines:
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set(@Plugins, qw(RTx::Calendar));
Try:
Set(@Plugins,(qw(RT::Authen::ExternalAuth RTx::Calendar)));
Your second plugin line is overwriting the first one.
-Dan
On 8/31/10 3:05 PM, Peter Barton wrote:
I have been searching all day long and I am having some issues getting
this running. Here is a quick copy of my RT_SiteConfig.pm:
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set(@Plugins, qw(RTx::Calendar));
Set($LogToFile,'debug');
Set($TrustHTMLAttachments, 1);
Set($ExternalAuthPriority, [ 'My_LDAP'
]
);
Set($ExternalInfoPriority, [ 'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
'My_MySQL' = { ## GENERIC SECTION
'type' = 'mysql',
'server' = 'localhost',
'database' = 'rt3',
'table' = 'USERS_TABLE',
'user' = 'rt_user',
'pass' = 'blahblah',
'port' = '3306',
'dbi_driver' = 'mysql',
'u_field' = 'username',
'p_field' = 'password',
'p_enc_pkg' = 'Crypt::MySQL',
'p_enc_sub' = 'password',
'd_field' = 'disabled',
'd_values' = ['0'],
'attr_match_list' = [ 'Gecos',
'Name'
],
'attr_map' = { 'Name' = 'username',
'EmailAddress' = 'email',
'ExternalAuthId' = 'username',
'Gecos' = 'userID'
}
},
# AN EXAMPLE LDAP SERVICE
'My_LDAP' = { ## GENERIC SECTION
'type' = 'ldap',
'server' = 'iesicorp.tf.prv',
'user' = 'cn=user,dc=tf,dc=prv',
'pass' = 'blahblah',
'base' = 'dc=tf,dc=prv',
'filter' = '(objectClass=user)',
'd_filter' = '(objectClass=FooBarBaz)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' = 'Domain Users',
# 'group_attr' = 'memberof',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
},
When I restart apache2 everything works fine. I see no errors. Yet
when
I log into the web page I get this:
[Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
I check the System Configuration and I see no reference to
RT::Authen::ExternalAuth anywhere in there. From all the logs it does
not even appear that I am loading this plugin.
BTW, I am running Ubuntu 8.0.4 LTS and RT
Re: [rt-users] RT::Authen::ExternalAuth
But you can't assign permissions to a user that's never logged in. If you run LDAPImport, that user should be there to find and make privileged so you can grant them rights -- Sorry, that's what I meant. If you just use the external auth plugin you can't assign them permissions until they have logged in, unless you are using ldapimport. Can you point me in the direction of the current work in the git repo so I can take a look? 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] RT::Authen::ExternalAuth
We had to set MaxPageSize on the DC we were querying. There is a default MaxPageSize of 1000 records, meaning you can only query 1000 records at a time. You can change it on the DC though to whatever http://support.microsoft.com/kb/315071 It was dying for me as well until we changed that. Cron runs it now. Jason Ledford Systems Analyst The Biltmore Company One North Pack Square Asheville, NC 28801 (828) 225-6127 From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter Barton [pbar...@iesi.com] Sent: Wednesday, September 01, 2010 6:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT::Authen::ExternalAuth After I wrote this email earlier I did some searches and found the LDAPImport script. I have messed with it all day and now have it working pretty reliably. I have two questions though. 1. If I try to search from the top of my AD Tree the script crashes and says the search is too large, so I am forced to run this multiple times and refine my baseDN each time. Anyone know of a way to increase the size of the search so I can do my entire tree each night? 2. I have Custom Fields added to my user information ( Manager, Title ) and I was wondering if the LDAPImport script can import into the custom fields? Thanks for any help, -- Peter Barton 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!
Re: [rt-users] RT Mobile Redirection
This unfortunately does not work. If I symlink the /m/ folder it gives me:
| _elements/wrapper, title = loc(RT for [_1],RT-Config-Get('rtname'))
_elements/menu _elements/full_site_link
So that won't work. Here is my apache config for this vhost if it helps anyone
let me know what I am missing:
VirtualHost *:80
ServerName servername.domain.com
ServerAdmin m...@domain.com
# config for your main content
DocumentRoot /var/www
Directory /var/www
# here and in other places goes config
# of your main host
/Directory
# as RT is out of document root then we want alias
# and should define directory access
Alias /rt/ /opt/rt3/share/html/
Directory /opt/rt3/share/html/
Order allow,deny
Allow from all
/Directory
PerlRequire /opt/rt3/bin/webmux.pl
Location /rt/
AddDefaultCharset UTF-8
SetHandler perl-script
PerlHandler RT::Mason
/Location
/VirtualHost
Thanks for any help.
-Original Message-
From: Bob Miller [mailto:b...@computerisms.ca]
Sent: Wednesday, August 25, 2010 3:44 PM
To: Jason Ledford
Subject: Re: [rt-users] RT Mobile Redirection
During my last migration, the links to some tickets were going to a
different URL than I wanted. My solution was to put a symlink in at the
link's url pointing to the real html directory. So, it is probably not
an elegant suggestion, but perhaps something like:
ln -s /path.to.rt/html /var/www/m
would make it work...
On Wed, 2010-08-25 at 12:05 -0400, Jason Ledford wrote:
I am having a problem with the new mobile interface, version .95. It
works perfectly on about 5% of my blackberries. The problem is the
users get the login screen, enter the user name and password, and then
get a file not found error saying it’s looking for /m/. The apache
logs suggest its trying to redirect those users to /var/www/m and it
says file does not exist. I did find out that it works 100% of the
time if I use the short domain name, servername. I experience the
problem when I use the fqdn servername.domain.com. I am sure it’s
something I have mis-configured but can’t quite pinpoint.
The url I use to hit my server is http://servername.domain.com/rt/ and
here is the relevant parts from my config:
Set( $rtname, 'cdc124asv.tbcnet.biltmore.com');
Set($WebPath , /rt);
Set($WebBaseURL , http://cdc124asv.tbcnet.biltmore.com;);
Set(@Plugins, qw(RT::Extension::MobileUI RTx::Calendar
RT::Extension::PriorityAsString
RT::Extension::ExtractCustomFieldValues RT::Extension::LDAPImport RT:
$rt RT::Authen::ExternalAuth));
Any help is appreciated as I would prefer to use the fqdn when
possible.
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Bob Miller
334-7117/660-5315
http://computerisms.ca
b...@computerisms.ca
Network, Internet, Server,
and Open Source Solutions
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] RT Mobile Redirection
I am having a problem with the new mobile interface, version .95. It works perfectly on about 5% of my blackberries. The problem is the users get the login screen, enter the user name and password, and then get a file not found error saying it's looking for /m/. The apache logs suggest its trying to redirect those users to /var/www/m and it says file does not exist. I did find out that it works 100% of the time if I use the short domain name, servername. I experience the problem when I use the fqdn servername.domain.com. I am sure it's something I have mis-configured but can't quite pinpoint. The url I use to hit my server is http://servername.domain.com/rt/ and here is the relevant parts from my config: Set( $rtname, 'cdc124asv.tbcnet.biltmore.com'); Set($WebPath , /rt); Set($WebBaseURL , http://cdc124asv.tbcnet.biltmore.com;); Set(@Plugins, qw(RT::Extension::MobileUI RTx::Calendar RT::Extension::PriorityAsString RT::Extension::ExtractCustomFieldValues RT::Extension::LDAPImport RT:$rt RT::Authen::ExternalAuth)); Any help is appreciated as I would prefer to use the fqdn when possible. 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] Extensions
I think it should just be Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser RT::Extension::QueueDeactivatedScrips))); Then just restart apache From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: Wednesday, August 25, 2010 2:29 PM To: Michael Finn Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extensions Yes the one from github. And yes I have mutiple plug in lines. Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the Set(@Plugins, ...) line and restart Apache? Thanks, David System Admin RNS Running RT 3.8.7 On 8/25/2010 12:01 PM, Michael Finn wrote: First thing I always check on multiple extensions is whether they are all in the same Set(@Plugins, ...) line in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Torsten Brumm Sent: Wednesday, August 25, 2010 11:49 AM To: Sysadmin Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extensions Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin sysad...@ruralnetwork.netmailto:sysad...@ruralnetwork.net Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Installation Help
If you have an ubuntu or sid debian installer, those would be able to apt-get install the latest RT. But the easiest is probably to use the OS you are most familiar with. The manual install isn't very difficult if you can work your way around cpan. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of fba...@metlife.com Sent: Thursday, August 19, 2010 3:50 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Installation Help I am looking at testing out RT and RTIR any suggestions on the best/easiest platform to test on. I was thinking about using CentOS 5, but would like to use the latest version 3.8 but that does not seem like its available. Is a manual installation the preferred method? The WIKI seem to be a bit behind on installation directions. I already have MySql/Apache/PHP installed and running.. Thanks.. The information contained in this message may be CONFIDENTIAL and is for the intended addressee only. Any unauthorized use, dissemination of the information, or copying of this message is prohibited. If you are not the intended addressee, please notify the sender immediately and delete this message. 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] [Rt-announce] RT for Mobile Devices 0.9
Works like a champ for our blackberries. Thanks for this. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Thursday, August 05, 2010 5:09 PM To: rt-annou...@lists.bestpractical.com Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9 Over the past few weeks, I've been spending my time putting together an initial implementation of a modern phone-friendly interface for RT. We've just published the source code to http://github.com/bestpractical/rt-extension-mobileui and it will show up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very near future. This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Once you install the extension, you can have a look around from your desktop browser by visiting /m on your RT server. The Mobile UI tries pretty hard to detect mobile browsers and push them to the mobile login page, though there's a link to get back to the full UI if it gets your browser wrong. Right now, the mobile interface supports: External Authentication Regular RT Login Creating Tickets Search (using the same Simple Search as the main UI) Display of saved searches Ticket display Ticket comment/reply Ticket history Attachment download You can see some screenshots at http://blog.bestpractical.com/ -Jesse -- ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com 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] RT Mobile for iPhone
I am jealous since we use blackberry almost exclusively. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kobus Bensch Sent: Friday, June 25, 2010 3:47 AM To: Joel Merrick; rt-users-boun...@lists.bestpractical.com; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Mobile for iPhone And if I can jump on the bandwagon, one for the blackberry. Kobus Best Regards Kobus Bensch Fullnet Solutions LTD 07703503733 Sent from my BlackBerry(r) wireless device -Original Message- From: Joel Merrick joel.merr...@gmail.com Sender: rt-users-boun...@lists.bestpractical.com Date: Fri, 25 Jun 2010 08:44:34 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Mobile for iPhone +1 from me too On Fri, Jun 25, 2010 at 4:45 AM, Torsten Brumm torsten.br...@googlemail.com wrote: And here! Please, one for the Androids 2010/6/25 Paul paul.crove...@gmail.com Same here. Paul On 06/24/2010 03:03 PM, Ariel Saia wrote: I would love to see an Android version :) Ariel -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Collins Sent: Thursday, June 24, 2010 3:57 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT Mobile for iPhone This is an RT client for iPhone. Check it out if your interested. http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- $ echo kpfmAdpoofdufevq/dp/vl | perl -pe 's/(.)/chr(ord($1)-1)/ge' Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User login logout details
I think this would be a cool edition. Logout seems less important (and harder to track as mentioned), but having the last login time of a user would be very handy. I have been finding myself grepping the logs to see when a user has logged in. Not the best solution and not something average Joe-know-nothing-about-Linux would be able to do. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joop van de Wege Sent: Wednesday, June 16, 2010 3:06 AM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] User login logout details Hello Tony Any updates on this? Well, you can find login details in rt.log but only when loglevel is debug I think. For logout thats a whole other problem. If someone just decides to close its browser and then go home, you'll never recieve a logout from that. Apart from that I don't think the logout link will output debug info into rt.log. That is something you'll need to add. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I give up!
I sort followed this guide http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html and other guides that are very similar. The fetchmail part I think is what you are looking for. Fetchmail will log onto your mail server via pop3 and download the messages and inject them into RT. Here is my relevant fetchmail config: ** poll my.mail.server.com protocol pop3 uidl auth password username rt-support password somepassword mda /usr/bin/rt-mailgate-3.8 --queue MYQUEUENAME --action correspond --url http://rt.f.q.d.n/rt/; no keep * I added the * to try and highlight that specific part. Are you using fetchmail or how are you injecting messages into RT? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wagner Pereira Sent: Tuesday, January 26, 2010 9:50 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] I give up! Ok, I admit: I'm lost! Since I've installed RT on my Debian lenny, it is running perfectly, OK. But, I really can't create a ticket via e-mail message. The more I edit the necessary files for it, the more I am lost! My scenario is: Mail server: Debian 4.0 etch - running Courier-MTA RT server: Debian 5.0 lenny What should I do? What could you guys suggest me? -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Personal Groups
I am trying to create a group of folks that can delegate their permissions if needed. The problem is that to create a personal group, this person needs the Global permission See Group to be able to see their own personal groups. This then gives them permission to see every group in the system. I know the permissions won't allow them to edit the groups they shouldn't, but I would prefer for them to not even see those groups. So is there a way to enable personal groups and delegation without having to enable these Global permissions? TIA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Personal Groups
I now see that they both look like they are stored in the same db table. So what you say may actually be correct. Thanks. -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Friday, January 22, 2010 4:48 PM To: Jason Ledford Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Personal Groups Don't they need the ability to see all groups anyhow, to avoid name collisions? -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How Do I Reference a CF in an Email to be Parsed
I think you need something like this (its what I am using) http://search.cpan.org/~FALCONE/RT-Extension-ExtractCustomFieldValues-3.06_02/lib/RT/Extension/ExtractCustomFieldValues.pm also search the user list here http://www.gossamer-threads.com/lists/rt/ and search the wiki here http://wiki.bestpractical.com/view/HomePage From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of John Frey [jf...@seattletimes.com] Sent: Thursday, January 21, 2010 8:45 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] How Do I Reference a CF in an Email to be Parsed This is my first post to this list. I have a newbie question. Is there a way to reference a custom field in an email body so the parser will pick it up? I want to fill a custom field when I email a queue by putting the info in the body of the email like I am able to do with standard fields, such as owner, priority, timeworked, etc. Here is an example of what I am putting in the body of an email that I send to a queue. Owner: jfrey Requestor: bsmith Priority: 1 Status: Open Custom Field Release Version: 1.0 The email parser will parse the first four items fine, but I can't figure out the syntax for the custom field, or find documentation if this is possible. Thanks, John ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to Search Resolved Tickets How to Backup RT DB?
I believe ticket attachments are stored in the attachments table and stored as blob data. so an sql backup should get that as well. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Zach Boettner [za...@oxfordsuites.com] Sent: Tuesday, January 19, 2010 5:35 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] How to Search Resolved Tickets How to Backup RT DB? Two questions: 1. How can I modify RT so that when I search in the ‘quick search’ box at the top right of the page it searches all tickets, including resolved tickets? 2. What is the best way to backup the entire RT database, including attachments, etc. Currently I am doing an export from phpMyAdmin but I don’t believe that includes ticket attachments. Thanks, Zach ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Authentication Question
I used the ldapimport RT::Extension::LDAPImport and I didn't set anything specific to a group, but on import it did create a group called imported from ldap (something like that) and imported all of my ldap users into that group. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark Farrington Sent: Monday, January 11, 2010 7:53 AM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Authentication Question Thanks for this Luis, Is there any way of automatically creating a group containing all LDAP users (so there's no need to manually add a user to an RT group when they're created on the LDAP server)? Mark Mark Farrington Broadcast Engineer Global Traffic Network UK T : +44 (0) 1865 922102 M: +44 (0) 7919 160160 Staff IT Problems? :: Send your query to the helpdesk http://support -Original Message- From: Luis E. Muñoz [mailto:l...@itverx.com.ve] Sent: 11 January 2010 12:31 To: Mark Farrington Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Authentication Question On Mon, 2010-01-11 at 12:07 +, Mark Farrington wrote: In order to stop users being created when (for example) an external user is cc’d to an email into one of our internal queues. What I ideally want to do is restrict most of our queues to ‘LDAP users only’, but be able to have a ‘public queue’ also – is there any way to do this within the ExternalAuth extension, without manually adding all of my LDAP users to a group within the RT system??? Keep in mind that RT Users are global (ie, they exist regardless of which queues they can access). I believe you might want to use groups to control access and allow RT to auto-create users in its local database. Regards. -lem _ Scanned by MessageLabs Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. __ This email has been scanned by MessageLabs and is free of all known viruses and spyware. __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
[rt-users] Offline Edit Set Resolved Date
I am trying to import data into RT from an older system and the existing template shows a Resolved field, but nothing I put in there will actually get the date in the system, it also sets to the current time. I have tried going through the archives and wasn't able to find what I was looking for. I can set the other fields like started, but it never lets me set Resolved. An alternative I thought about is to import it into an unused field (like starts) and then use sql to copy over to resolved. I did that and experienced some weirdness that may or may not have been related to the db copy. So I would rather import it correctly. Help is appreciated. Also, if anyone has a better method to import tickets I am open to suggestions. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
[rt-users] Importing Tickets Multiple Comments
I am working on importing tickets into a new RT system from my previous system and looking at using the offline edits to have it import and resolve the ticket. The question I have is how to include 2 separate blocks of content in the history, like the original requestors content and then a separate block for the ticket comments. I could lump them into the same block, but if there is something in the agent comments that shouldn't be, the original requestor will be able to see that information from the self service. Any ideas on how to best accomplish this, or would I be better off just making this an archive with different details and only available to agents or higher? Thanks for your help. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
Re: [rt-users] ExternalAuth+LDAP questions/oddities
my test machine has rt installed on debian via apt-get (and should be the same on ubuntu) and it looks like you are missing this line require /usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm you will also need to edit that file for your configuration. restart apache and give it another try. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Tobias G. Pfeiffer [tgpfeif...@web.de] Sent: Monday, December 28, 2009 5:49 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth+LDAP questions/oddities Hi again, this ExternalAuth thing still doesn't really work for me. I'll try to shorten my mail and hope anyone can help me. 1. I installed rt-3.8.4 via Ubuntu (9.10) repositories. 2. I installed RT::Authen::ExternalAuth via: export PERL5LIB=/usr/share/request-tracker3.8/lib cpan -i RT::Authen::ExternalAuth 3. I added Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($LogToFile , 'debug'); (and other options; see my previous mail) to the RT_SiteConfig.pm. 4. The web interface lists RT::Authen::ExternalAuth v0.08; as a loaded plugin and (among others, of course) the following options: ExternalAuthPriority: My_LDAP ExternalInfoPriority:My_LDAP ExternalSettings: My_LDAP, HASH(0xb44e3460) Plugins: RT::Authen::ExternalAuth 5. When logging in to the web interface with a user other than root, I just get [error]: FAILED LOGIN for pfeiffer from 192.168.122.1 (/usr/share/request-tracker3.8/html/autohandler:268) in the log file. As someone told me on IRC, if RT-Authen-ExternalAuth is enabled, it will be very chatty, so I'm afraid that this isn't really activated at all. Is there anything I could have done wrong (e.g. not setting the correct PERL5LIB variable at some place) or something how I could check if that plugin is ever used? Thanks for your help, Tobias ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
[rt-users] Install Questions - modperl vs fastcgi
I originally setup a demo of rt using debian squeeze, which was pretty much apt-get install blah blah and then edit some text files. I am trying to setup the most current version on debian stable (lenny) and having a pretty difficult time. After installing from source, eventually the apache process consumes 99% of resources, before the end of a day. And that's with no one using it. So my main question is with ./configure. I am using modperl and I am just doing ./configure, make testdeps, make fixdeps. I noticed make testdeps shows the -with-fastcgi option. Does that matter if I am using modperl? Do I need to rerun ./configure using the -with-modperl option? I am following this guide http://wiki.bestpractical.com/view/DebianLennyInstallGuide Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
Re: [rt-users] Help with RT access rights
Dang, 3 of the same messages :) I am a newb to rt but like to give where I take. Could you use multiple queues to segregate the permissions and tickets? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Machiel Richards Sent: Friday, December 18, 2009 1:49 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Help with RT access rights Hi all I am struggling with RT rights. We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly. I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well. How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets. Your help is appreciated. Regards Machiel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
Re: [rt-users] Extract Custom Fields (CF) from E mail
I just finished working this out for myself. Have you looked at this http://wiki.bestpractical.com/view/ExtractCustomFieldValues that along with some searching of this list has proved most helpful to me. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of fusco Sent: Friday, December 11, 2009 10:49 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Extract Custom Fields (CF) from E mail Hello everyone, I want to update a ticket witch owner is identified by a Custom field into the body of an E-mail sended to Request tracker so I want to know how to use the extension extract from custom fields can you give some tracks greetings, Georghy -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
[rt-users] Extractcustomfield missing scripaction
I have just install the extract custom field module from cpan. I have added the plugin to RT and I can see it from the System Config page that shows it is loaded. There are no errors reported in the log. When I go to create a new scrip, either global or in the queue, I don't have the action Extract Custom Field. All the posts and documentation I can find doesn't mention anything in between those steps. What am I missing? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
Re: [rt-users] Extractcustomfield missing scripaction
Is that necessary if I installed it using: #cpan -i RT::Extension::ExtractCustomFieldValues And for the other response, going to Tools, System Configuration, it is showing up in all 3 areas a) Loaded perl modules b) RT Config : core config : Plugins and c) Perl Include Paths (@INC) Thanks for the help. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, December 10, 2009 2:00 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extractcustomfield missing scripaction On Thu, Dec 10, 2009 at 01:42:40PM -0500, Jason Ledford wrote: I have just install the extract custom field module from cpan. I have added the plugin to RT and I can see it from the System Config page that shows it is loaded. There are no errors reported in the log. When I go to create a new scrip, either global or in the queue, I don't have the action Extract Custom Field. All the posts and documentation I can find doesn't mention anything in between those steps. What am I missing? Did you run this step? make initdb # first time only, not on upgrades -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
Re: [rt-users] see only own tickets
Would that not be non-privileged users using the self-service module? They create their tickets and can only see tickets they have created. It's a non-privileged user so can't do much else. **I am new to this as well so I might be completely wrong** From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ibrahim Harrani Sent: Wednesday, December 09, 2009 10:22 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] see only own tickets Hi, I installed RT 3.8.4. I searched in documents etc but i could not find an answer about my following configuration: I want to create a queue for my customers about our one product support The customers will create a tickets on the same queue. But they should not see each other tickets. They must see only their created tickets. Can I do something like this in RT? Thanks. Ibrahim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
Re: [rt-users] More About Permissions
I see some references to the AboutThisUser callback in the mailing list, I can't find it on my system though. I installed RT 3.8.6 through apt in debian. This looks like the best way to do what I want, I just need nudged in the right direction. Thanks again for the help. ___ From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone [falc...@bestpractical.com] Sent: Tuesday, December 08, 2009 5:32 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] More About Permissions On Tue, Dec 08, 2009 at 05:00:34PM -0500, Jason Ledford wrote: I am trying to configure a new RT install and trying to find all the info I can, this part is eluding me though. I want me privledged users to be able to open a ticket, and click the more about username link so they can get info like phone numbers and such. It seems like the only way I can enable those permissions is to enable global rights for AdminUsers and ShowConfigTab. I don't really want all these users to be able to modify users and I don't want them to see the config tab. What I am I missing for enabling these permissions, or is there another way to get what I want, maybe create a local version of the /ticket/display.html page that removes that restriction? You can use the AboutThisUser callback on ShowRequestor to print extra user information. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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
