[rt-users] Manage Group Memberships via REST API

[Matt Brennan]

Hello,

  At the moment I don't see a way to do this, but I just wanted to make
sure I wasn't missing anything.

  When we terminate employees that had access to RT, we put them into a
group called Terminated Employees. Being a member of this group will
re-assign any tickets they owned, on reply, back to nobody.

  I would like to be able to add the user to this group when our
termination script runs, but I don't see any way to do that. Can anyone
confirm if there is a way to modify group memberships via the REST API?
Currently running 4.2, but upgrading to 4.4 soon.

Thanks
-Matt

[rt-users] 4.4.0 - Unable To Create Reminders

[Matt Brennan]

Hello,

  I recently upgraded my test instance to 4.4.0. Since doing so, I am
unable to create reminders. When trying to create a reminder, I get the
error message "

  New tickets can not have status 'open' in this queue.". I have logging
level to debug but I do not see anything related in syslog or the Apache
error log.

  Any insight is appreciated.

Thanks,
Matt
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] MandatoryOnTransition & CustomFieldsOnUpdate Conflict

[Matt Brennan]

Anybody able to provide any insight here? Or a work around that
accomplishes the same thing? Still experiencing this issue.

Thanks,
Matt

On Thu, Feb 18, 2016 at 1:52 PM, Matt Brennan <brenna...@gmail.com> wrote:

> Good Day,
>
>   We have been using MandatoryOnTransition for some time now to require
> certain custom fields be populated when a ticket is resolved. One of the
> effects is that it adds those custom fields to the Resolve action screen.
>
>   One of our teams recently asked us to add CustomFieldsOnUpdate which, of
> course, adds all custom fields to the update screen (note: for the queue in
> question the Resolve action has been set to update, not comment).
>
>   The result, now, is that all custom fields are shown twice when they go
> to resolve a ticket in their queue. This causes issues with the update as
> two different fields have the same name.  I can't seem to find any options
> that will correct this behavior. The easiest way would be to
> block MandatoryOnTransition from displaying the fields, but I don't see an
> option to do that.
>
>   Any insight is appreciated.
>
> -Matt
>
-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Timezone Issue

[Matt Brennan]

I feel dumb for missing that now. Thanks.

On Tue, Feb 2, 2016 at 2:22 AM, Christian Loos <cl...@netcologne.de> wrote:

> Hi,
>
> it's actually in the documentation:
> https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx
>
> Best is to switch from mod_perl to mod_fastcgi.
>
> Also have a look here:
>
> https://www.bestpractical.com/docs/rt/4.2/customizing/timezones_in_charts.html
>
> Chris
>
> Am 01.02.2016 um 18:38 schrieb Matt Brennan:
> > Good Day,
> >
> >   I am running RT 4.2.12. The system clock is in GMT, and all messages
> > are logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running
> > Apache2 with modperl. The timezone, in RT_SiteConfig, is set to
> > "America/New_York" which exists in /usr/share/zoneinfo.
> >
> >   However, whatever a user sets their timezone to (we have users all
> > over the world) it still shows as GMT for them.
> >
> >   I have tried setting my timezone (in About Me) to America/New_York,
> > EST5EDT and EST. No matter what, I still see GMT.
> >
> >   Anyone thoughts are appreciated.
> >
> > -Matt
>
>

-
RT 4.4 and RTIR Training Sessions 
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* Hamburg Germany — March 14 & 15, 2016

[rt-users] Timezone Issue

[Matt Brennan]

Good Day,

  I am running RT 4.2.12. The system clock is in GMT, and all messages are
logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running Apache2
with modperl. The timezone, in RT_SiteConfig, is set to "America/New_York"
which exists in /usr/share/zoneinfo.

  However, whatever a user sets their timezone to (we have users all over
the world) it still shows as GMT for them.

  I have tried setting my timezone (in About Me) to America/New_York,
EST5EDT and EST. No matter what, I still see GMT.

  Anyone thoughts are appreciated.

-Matt

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany — March 14 & 15, 2016

[rt-users] Include Articles Without Linking

[Matt Brennan]

Good Day,

  We have recently started using Articles in RT 4.2 for common replies.
However, every time we do this it links the ticket to the article (and,
more importantly, vice-versa). We do not want to have a list of every
ticket we've included this article in. This is especially confusing when
the reply included is to tell the user they submitted to the wrong queue.

  Is anyone able to tell me where in the code the link occurs so I can
remove it?

Thanks
-Matt

[rt-users] Transfer Tickets Between Instances

[Matt Brennan]

Good Day,

  We currently run RT for a number of internal teams (Helpdesk, NetOps,
System Ops, Marketing Ops, Sales Ops). Our customer support team wants to
migrate off of Zendesk to RT, however they want their own independent
instance (because they want to be root on it).

  One requirement, however, is that we can transfer tickets between queues
that are on separate instances. I don't see any way to do this, however it
seems it may be possible through the API.

  Has anyone seen anything like this done before?

Thanks
-Matt

Re: [rt-users] Regarding Apache server failure

[Matt Brennan]

Hi Bharath,

  Were you able to get a solution to this? I just upgraded to Ubuntu 14.04
(from 11.04) and am experienced this same issue. Your post actually helped
me localize it to the external auth plugin.

  I found that I was running and older version (0.20) of the plugin. When I
upgraded to version 0.25, the issue went away.

Thanks, and hope that helps you.

-Matt

On Thu, Oct 8, 2015 at 11:48 AM, bharath reddy 
wrote:

> Matt,
>
> I don't think it is a problem with RAM or any hardware, because when I
> revert my changes in RT_SiteConfig.pm (with out LDAPAuthentication) apache
> starts with out any error.
>
> Thanks,
> Bharath.
>
> On Thu, Oct 8, 2015 at 10:54 AM, Matt Zagrabelny 
> wrote:
>
>> On Thu, Oct 8, 2015 at 9:21 AM, bharath reddy 
>> wrote:
>> > Hi Matt,
>> >
>> > Thanks for replying back, here are the details :
>> >
>> > Distro :
>> > root@devrt:~# cat /etc/os-release
>> > NAME="Ubuntu"
>> > VERSION="12.04.3 LTS, Precise Pangolin"
>> > ID=ubuntu
>> > ID_LIKE=debian
>> > PRETTY_NAME="Ubuntu precise (12.04.3 LTS)"
>> > VERSION_ID="12.04"
>> >
>> > cd /var/log
>> > ls -lrt (I'm showing only latest)
>> > -rw-r- 1 syslogadm  124 Oct  8 09:58 kern.log
>> > -rw-r- 1 root  adm  529 Oct  8 09:58 apport.log
>> > -rw-r- 1 syslogadm 3086 Oct  8 10:00 syslog
>> > -rw-r- 1 syslogadm   113879 Oct  8 10:00 auth.log
>> >
>> > root@devrt:/var/log# cat kern.log
>> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
>> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>> >
>> > root@devrt:/var/log# cat apport.log
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: called for pid 5529,
>> > signal 11
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: executable:
>> > /usr/lib/apache2/mpm-prefork/apache2 (command line "/usr/sbin/apache2 -k
>> > start")
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015:
>> is_closing_session(): no
>> > DBUS_SESSION_BUS_ADDRESS in environment
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: apport: report
>> > /var/crash/_usr_lib_apache2_mpm-prefork_apache2.0.crash already exists
>> and
>> > unseen, doing nothing to avoid disk usage DoS
>> >
>> > root@devrt:/var/log# cat syslog
>> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
>> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>> > Oct  8 10:00:01 devrt CRON[5582]: (smmsp) CMD (test -x
>> /etc/init.d/sendmail
>> > && /usr/share/sendmail/sendmail cron-msp)
>>
>> Apache is segfaulting. Perhaps you have some bad RAM or other hardware
>> issues.
>>
>> You could try to set up another system with the same configs as this one.
>>
>> > cd /var/log/apache2
>> > ls -lrt
>> >
>> > last updated file under this directory is on oct 6th
>> > rw-r--r-- 1 root root  0 Oct  6 15:33 error.log
>> >
>> > Is there any way I can enable more debug messages through apache ?
>>
>> Not sure. Try google. :)
>>
>> -m
>>
>
>

Re: [rt-users] Keeping RT URLs off of port 80

[Matt Brennan]

Someone may later say this is incorrect, but in my config, my web port is
still 80. I have:

Set($WebBaseURL,
'https://'
. RT->Config->Get('WebDomain')
);

Then I used Apache mod_rewrite:

RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^.*$ https://rt.domain.com/%{REQUEST_URI} [L,R]


On Wed, Sep 23, 2015 at 3:50 PM, Jason L Tibbitts III 
wrote:

> I've just completed a migration from our ancient RT 3.8.8 install to a
> shiny new 4.2.12 install (using the Fedora packages).  Everything went
> smoothly except for a few Selinux issues (relating to a domain
> transition between the MTA and rt-mailgate) which I'm working out with
> the Fedora selinux folks.
>
> There's one issue which I've not yet manage to figure out, however.  I'm
> afraid it must be a FAQ but I can't find any solution which applies.  My
> web server is configured to redirect any http access to the
> corresponding https: URL and RT itself is only configured to use port
> 443.  However, immediately after login, RT itself issues a redirect that
> sends the user to an http: URL.  This is of course immediately directed
> back to https: by the web server, but when that happens I see the
> following:
>
> [warning]: The requested port (80) does NOT match the configured WebPort
> (443).  Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm,
> otherwise your internal links may be broken.
> (/usr/share/perl5/vendor_perl/RT/Interface/Web.pm:1308
>
> So far this is merely annoying; everything seems to function properly.
> But I simply cannot figure out any way to keep RT from redirecting the
> user to an http: URL after login.  I've played with
> $CanonicalizeRedirectURLs and $WebBaseURL but they seem to make no
> difference in this case.  $WebPort is set to 443 as indicated in the
> message.
>
> Is there some magical configuration setting I'm missing, or have I
> perhaps messed something else up?
>
>  - J<
>

Re: [rt-users] rt-mailgate: Permission denied

[Matt Brennan]

On my system, the application is world executable. I don't recall if that's
the default or I changed it. I'm sure someone here will say that's a bad
idea, security wise.

At a minimum, it needs to be executable by whatever user ID postfix is
running as. If you want to lock down the executable, you'd need to check
what user ID you have postfix running as and set the group to one which
contains that user ID (you'd also need to make sure it's group executable).


On Tue, Jun 16, 2015 at 11:33 AM, Jeff Melton j...@ifworld.com wrote:

 I'm setting up a new RT server, and I'm having some trouble getting
 rt-mailgate to accept email piped from postfix.
 `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate:
 Permission denied`

 Best I can tell, it's likely to be a permissions issue. What owner, group
 and mode should RT be using? Are there any other gotchas I need to be
 looking at? (I've configured role, group and user permissions in the RT
 GUI.)

 JM

[rt-users] fail2ban With RT

[Matt Brennan]

Good Day,

  I am soon going to be exposing my RT instance on a public IP. It
currently requires VPN access, but users have asked for this to be changed.
As a result, I am trying to implement fail2ban, but am running into some
issues. I'm wondering if anyone else has successfully done this.

  Running fail2ban-regexp against the Apache error log and the fail2ban
filter file show that there are matches, however running fail2ban in debug
mode does not show that it's matching at run time.

  The relevant configs are below. Any help appreciated.

Thanks,
Matt

jail.conf:
[rt-iptables]
enabled  = true
filter   = rtauth
action   = iptables-allports[name=RT, protocol=all]
logpath  = /var/log/apache2/error.log
maxretry = 4
findtime = 21600
bantime  = 86400

filter.d/rtauth.conf:
[INCLUDES]
before = apache-common.conf

[Definition]
failregex = \[.*\] \[[^]]+\] \[error\]: FAILED LOGIN for .* from HOST
\(.*\)$
ignoreregex =

Re: [rt-users] Found (302) error

[Matt Brennan]

My guess would be that you're using a mod_rewrite rule in your Apache
config and the RT CLI is unhappy with that.



On Thu, Jun 26, 2014 at 8:28 AM, Boris Epstein borepst...@gmail.com wrote:

 Hello Matt,

 Thanks for your response.

 This is Apache ( httpd-2.2.15-30.el6.centos.x86_64 ) running on Centos 6.5.

 Cheers,

 Boris.



 On Wed, Jun 25, 2014 at 8:05 PM, Matt Brennan brenna...@gmail.com wrote:

 302 is a temporary redirect HTTP code.

 Which web server are you using for RT?


 On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein borepst...@gmail.com
 wrote:

 Hello all,

 I am trying to connect to an RT server and get my tickets listed but am
 getting the above error instead. I have verified that I do manage to
 connect and authenticate (see the text below; in the first instance I
 deliberately used an incorrect password):

 [bepstein@usfr-jeff ~]$ rt list
 Query:Status!='resolved' and Status!='rejected'
Strong encryption not available, switched off by externalauth=0
Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted
Press CTRL-C now if you do not want to continue
 Password:
 rt: Incorrect username or password.
 [bepstein@usfr-jeff ~]$ rt list
 Query:Status!='resolved' and Status!='rejected'
Strong encryption not available, switched off by externalauth=0
Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted
Press CTRL-C now if you do not want to continue
 Password:
 rt: Server error: Found (302)
 [bepstein@usfr-jeff ~]$

 Any help on this much appreciated.

 Cheers,

 Boris.

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




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

Re: [rt-users] Found (302) error

[Matt Brennan]

302 is a temporary redirect HTTP code.

Which web server are you using for RT?


On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein borepst...@gmail.com wrote:

 Hello all,

 I am trying to connect to an RT server and get my tickets listed but am
 getting the above error instead. I have verified that I do manage to
 connect and authenticate (see the text below; in the first instance I
 deliberately used an incorrect password):

 [bepstein@usfr-jeff ~]$ rt list
 Query:Status!='resolved' and Status!='rejected'
Strong encryption not available, switched off by externalauth=0
Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted
Press CTRL-C now if you do not want to continue
 Password:
 rt: Incorrect username or password.
 [bepstein@usfr-jeff ~]$ rt list
 Query:Status!='resolved' and Status!='rejected'
Strong encryption not available, switched off by externalauth=0
Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted
Press CTRL-C now if you do not want to continue
 Password:
 rt: Server error: Found (302)
 [bepstein@usfr-jeff ~]$

 Any help on this much appreciated.

 Cheers,

 Boris.

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

-- 
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http://bestpractical.com/training

[rt-users] Salesforce JIRA

[Matt Brennan]

Good Day,

  One of the teams at my company is currently using ZenDesk for customer
support. They are unhappy with it and want to move to RT. The question:
does RT have any integration with JIRA? Does RT have any integration with
Salesforce? ZenDesk has both, and management has stated they cannot lose
this functionality.

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

Re: [rt-users] Salesforce JIRA

[Matt Brennan]

Bart,

  Thanks for your reply. Basically, there are two functionalities they want
with JIRA: 1) Ability to create a JIRA ticket from within RT. This is so
that customer requests which will ultimately require code changes can be
properly linked; 2) See JIRA ticket status from within RT. For this one, I
have worked around with a custom field which holds the ticket ID and is a
link to the JIRA issue.

For Salesforce, my understanding is that they want the sales reps to be
able to see what requests their customers have submitted.

Thanks,
Matt


On Tue, Jun 17, 2014 at 2:39 PM, Bart b...@pleh.info wrote:

 RT has a few ways to integrate with other products, it would help if you
 could explain what the Jira integration is (though RT could easily replace
 Jira as well, but that's my biased opinion) and how does it integratie with
 Salesforce?


 2014-06-17 17:20 GMT+02:00 Matt Brennan brenna...@gmail.com:

 Good Day,

   One of the teams at my company is currently using ZenDesk for customer
 support. They are unhappy with it and want to move to RT. The question:
 does RT have any integration with JIRA? Does RT have any integration with
 Salesforce? ZenDesk has both, and management has stated they cannot lose
 this functionality.

 Thanks,
 Matt

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




 --
 Bart G.

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

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

Re: [rt-users] Inventory Type Add-On

[Matt Brennan]

Interesting point. I may give that a try. Thanks Ken!

-Matt


On Tue, Jul 30, 2013 at 4:51 PM, k...@rice.edu k...@rice.edu wrote:

 On Tue, Jul 30, 2013 at 03:54:21PM -0400, Matt Brennan wrote:
  I had considered using AT to track the devices themselves that are being
  repaired. I had thought about whether there was a way to use AT to do
 this,
  but I don't see any way to create a finite supply of parts and to
 subtract
  from that inventory when used (unless I created an asset for every part
 in
  inventory which, when you get into things like screws, would be a bit
  ridiculous).
 

 I was thinking that the asset would track the part id and then there
 would be a custom field with the part count that would be decremented
 as used. That is was an inventory system does after all.

 Ken

[rt-users] Inventory Type Add-On

[Matt Brennan]

Good Day,

  I was looking, and don't see anything, so I'm wondering if this exists.
We are considering adding a queue to RT to track hardware repairs. As such,
we would want to keep a list of parts on hand, and be able to associate
parts used with the repair ticket. Before I consider coding it myself, I'm
wondering if anything like that currently exists for RT.

Using RT 4, in case it matters.

Thanks,
Matt

Re: [rt-users] Inventory Type Add-On

[Matt Brennan]

I had considered using AT to track the devices themselves that are being
repaired. I had thought about whether there was a way to use AT to do this,
but I don't see any way to create a finite supply of parts and to subtract
from that inventory when used (unless I created an asset for every part in
inventory which, when you get into things like screws, would be a bit
ridiculous).


On Tue, Jul 30, 2013 at 3:43 PM, k...@rice.edu k...@rice.edu wrote:

 On Tue, Jul 30, 2013 at 03:35:30PM -0400, Matt Brennan wrote:
  Good Day,
 
I was looking, and don't see anything, so I'm wondering if this exists.
  We are considering adding a queue to RT to track hardware repairs. As
 such,
  we would want to keep a list of parts on hand, and be able to associate
  parts used with the repair ticket. Before I consider coding it myself,
 I'm
  wondering if anything like that currently exists for RT.
 
  Using RT 4, in case it matters.
 
  Thanks,
  Matt

 Maybe you could use AT for that with the appropriate custom fields.

 Ken

Re: [rt-users] Require Custom Field for Status Change?

[Matt Brennan]

Hey Thomas,

  Just wondering if there was any update / ETA on this extension.  It
would help me resolve an issue I'm having right now.

Thanks,
Matt

On Mon, Nov 5, 2012 at 1:47 PM, Thomas Sibley t...@bestpractical.com wrote:
 On 11/05/2012 08:56 AM, Mike Kennedy wrote:
 Does anyone have a suggestion about how I might go about requiring
 some set of custom fields to be filled before a status change can
 happen? We have a queue that I have on a custom lifecycle. In order
 to allow a transition from one status user testing to resolved, I
 want to require that two custom fields are filled out.

 There's actually an extension we've written to do this
 (RT-Extension-MandatoryOnTransition), which is currently getting
 polished.  It should be released soon, if you can wait.
 
 We're hiring! http://bestpractical.com/jobs

[rt-users] Suppress Scrip If Actor is RT System Itself

[Matt Brennan]

Good day,

  I have been trying to figure this one out for the last couple hours.
User creates a ticket in queue A. I then have a scrip set up to
automatically create a child ticket in a queue B if certain custom
field values are set. The child ticket ends up being created by The
RT System Itself, which is mostly fine. Subsequently, depending on
certain values, a second child ticket may be created. With the
creation of all three, each is sending an autoreply (as it should be,
since a ticket created in queue B by itself should). The issue is, I
don't want the user to get three auto replies if RT creates child
tickets.

I tried added this to the beginning of my On Create Autoreply To
Requestors scrip (condition was set to user defined):

return 0 if ( $self-TransactionObj-CreatorObj-PrincipalObj eq
$RT::SystemUser );

Any help is appreciated. The multiple autoreplies are currently
blocking me from going live with this configuration change.

Thanks,
Matt

Re: [rt-users] New to rt

[Matt Brennan]

Looks like you're probably missing a section in your Apache config.

See the part about Setting up the web interface in
http://bestpractical.com/rt/docs/3.8/README.html

If you can't figure it out, we'll probably need to see your Apache
config to figure out exactly what's incorrect.

-Matt

On Thu, Oct 4, 2012 at 11:30 AM, The Todd 3di...@gmail.com wrote:
 Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its
 running, I'm having issues with receiving emails.

 Here's the command. Tried it and also localhost getting the same thing.

 cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action
 correspond --url http://stl11fgirtk01.root.ad


 Here's the error.

 root@stl11fgirtk01:/usr/bin# cat /tmp/mail_message |/usr/bin/rt-mailgate
 --queue general --action correspond --url http://stl11fgirtk01.root.ad
 An Error Occurred
 =

 404 Not Found

 Here's what I get in apache2 access log

 172.29.100.90 - - [04/Oct/2012:06:29:14 -0900] POST
 /REST/1.0/NoAuth/mail-gateway HTTP/1.1 404 516 - libwww-perl/6.03




 
 Final RT training for 2012 in Atlanta, GA - October 23  24
   http://bestpractical.com/training

 We're hiring! http://bestpractical.com/jobs



Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Re-assign tickets

[Matt Brennan]

I dealt with this in one install by commenting out (in 4.0.6) lines
2924 through 2935. I do notice that there's something about Force in
that if statement, but it seems force is an internal thing to allow
automated processes to override the check.

-Matt

On Wed, Sep 19, 2012 at 2:17 PM, Paul Tomblin ptomb...@xcski.com wrote:
 I've noticed that I can steal a ticket using the Actions-Steal
 dropdown on the ticket display, however I can't steal if by changing the
 Owner dropdown on the Basics page.  When I attempt to, I get a message
 You can only take tickets that are unowned.  Is this intentional, or an
 oversight?

 Also, is there some privilege that would allow me to re-assign a ticket from
 one person to another?  As a work-around, I can steal it and assign it, but
 I'd like to do it in one step.

 --
 http://www.linkedin.com/in/paultomblin
 http://careers.stackoverflow.com/ptomblin



 
 Final RT training for 2012 in Atlanta, GA - October 23  24
   http://bestpractical.com/training

 We're hiring! http://bestpractical.com/jobs



Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Re-assign tickets

[Matt Brennan]

Errr, and I mean lines 2924 through 2935 in lib/RT/Ticket.pm

-Matt

On Wed, Sep 19, 2012 at 2:25 PM, Matt Brennan brenna...@gmail.com wrote:
 I dealt with this in one install by commenting out (in 4.0.6) lines
 2924 through 2935. I do notice that there's something about Force in
 that if statement, but it seems force is an internal thing to allow
 automated processes to override the check.

 -Matt

 On Wed, Sep 19, 2012 at 2:17 PM, Paul Tomblin ptomb...@xcski.com wrote:
 I've noticed that I can steal a ticket using the Actions-Steal
 dropdown on the ticket display, however I can't steal if by changing the
 Owner dropdown on the Basics page.  When I attempt to, I get a message
 You can only take tickets that are unowned.  Is this intentional, or an
 oversight?

 Also, is there some privilege that would allow me to re-assign a ticket from
 one person to another?  As a work-around, I can steal it and assign it, but
 I'd like to do it in one step.

 --
 http://www.linkedin.com/in/paultomblin
 http://careers.stackoverflow.com/ptomblin



 
 Final RT training for 2012 in Atlanta, GA - October 23  24
   http://bestpractical.com/training

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Final RT training for 2012 in Atlanta, GA - October 23  24
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Re: [rt-users] How to grant access to users to edit the values in custom fields?

[Matt Brennan]

On version 4, there is a permission called ShowConfigTab which is
also required. If memory serves, that was the same on 3.8.

-Matt

On Thu, Sep 6, 2012 at 11:28 AM, Jason Marshall jas...@kelman.com wrote:
 Hi all, I'm using rt-3.8.8.  Looking at the permissions I can grant, I
 thought this would be pretty simple.  I granted Modify and Admin rights on
 the custom field itself, but at this point a Configure menu doesn't even
 appear on the left side of the users' screens.  Is there something else I
 need to grant for that menu to show up?  Thanks, and sorry if this is
 something stupid -- I've googled all the words I can think of, and nothing
 has helped so far...

 ---
 Jason Marshall
 IT Manager
 Kelman Data Management

Re: [rt-users] On Correspond, Take Unowned Ticket

[Matt Brennan]

Following up since I sent this just before a long weekend (at least
here in the US). Is anyone able to offer any thoughts / point me in
the right direction regarding this?

Thanks,
Matt

On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan brenna...@gmail.com wrote:
 I am creating a new queue for some slightly less technical users at my
 company, and their manager has requested I set RT to have a user take
 ownership of an unowned ticket when they correspond on it via email. I
 have accomplished this, for the most part, by creating a scrip with
 the following:

 my $Ticket = $self-TicketObj;
 my $Transaction = $self-TransactionObj;
 my $CreatorId = $Transaction-CreatorObj-Id;
 $Ticket-SetOwner($CreatorId);

 The issue is, it shows up as The RT System Itself - Given to user
 which then generates a notification to the user that the message was
 given to them. I also considered change the last line such that:

 $Ticket-_Set(Field='Owner', Value=$CreatorId, RecordTransaction=0);

 But this obviously doesn't log the transaction, and I DO want to see
 the ownership change in the ticket's history.

 My question - can I run the SetOwner (or perhaps the _Set) command AS
 the $CreatorId for the transaction? My goal is for it to show up as
 user - Taken which will not generate the notification.

 Thanks,
 Matt

[rt-users] On Correspond, Take Unowned Ticket

[Matt Brennan]

I am creating a new queue for some slightly less technical users at my
company, and their manager has requested I set RT to have a user take
ownership of an unowned ticket when they correspond on it via email. I
have accomplished this, for the most part, by creating a scrip with
the following:

my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
$Ticket-SetOwner($CreatorId);

The issue is, it shows up as The RT System Itself - Given to user
which then generates a notification to the user that the message was
given to them. I also considered change the last line such that:

$Ticket-_Set(Field='Owner', Value=$CreatorId, RecordTransaction=0);

But this obviously doesn't log the transaction, and I DO want to see
the ownership change in the ticket's history.

My question - can I run the SetOwner (or perhaps the _Set) command AS
the $CreatorId for the transaction? My goal is for it to show up as
user - Taken which will not generate the notification.

Thanks,
Matt

Re: [rt-users] Getting Request Tracker to stick to HTTPS

[Matt Brennan]

This is how I do this. In my RT_SiteConfig.pm I have:

Set($WebBaseURL,
'https://'
. RT-Config-Get('WebDomain')
);

All traffic on my RT instance is done via HTTPS. I also have an Apache
rewrite rule in case someone navigates to HTTP instead (as users often do).

HTH,
-Matt

On Wed, May 16, 2012 at 11:20 AM, Giles Coochey gi...@coochey.net wrote:

 I have the following set up:

 Clients -- Squid SSL Offload / Caching Reverse Proxy (HTTPS---HTTP) --
 Apache Routing Proxy (HTTP) -- RT (HTTP)

 RT (v4.0.5) itself is configured for HTTPS:

 Set($WebDomain, 'www.domain.net');
 Set($WebPath, '/ticket');
 Set($WebPort, 443);

 On going to Tools -- Configuration -- System Config I see that

 WebBaseURL is correctly listed as https://www.domain.net

 So if I navigate to https://www.domain.net/ticket/

 and Login then next page reverts to http...

 What do you think I might be missing??

 How can I force RT to HTTPS?

Re: [rt-users] RT Mobile via Android

[Matt Brennan]

https://your.rt.url/m

On Wed, Jan 18, 2012 at 16:52, Michael Newland
michael.newl...@timco.aerowrote:

  How do I go about setting up an Android to use RT?  Can’t seem to find
 any documentation on how to do this.  We are running RT version 4.

 ** **

 Thanks!

 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston — March 5  6, 2012


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] One-Time CC Not Sending

[Matt Brennan]

Good Day,

  I am having an issue where the One-Time CC doesn't seem to be
working on any of my queues. I have confirmed I have the follow
scrip's installed globally:

On Correspond Notify Other Recipients with Template Correspondance
On Comment Notify Other Recipients as Commant with Template Correspondance

No matter what I try, it won't CC. It does log RT-Send-CC on the
message with the proper address but doesn't record an outgoing message
to the user.

Thanks,
Matt


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager

[Matt Brennan]

Kevin,

  That was exactly my issue. Thank you.

-Matt

On Mon, Jul 18, 2011 at 11:11, Kevin Falcone falc...@bestpractical.com wrote:
 On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote:
 Greetings,

   This one has been stumping me for a week now so I figure it's time
 to ask for help. I am trying to create two scrips, neither of which I
 can get to work. The first and more important is to notify other
 recipients only if the ticket was not submitted by a member of the
 queue managers group for the appropriate queue.

   I.E. A user submits a ticket in the ServerAdmin queue, the queue
 managers for that queue get notified. However, if I submit a ticket in
 that queue, the rest of the queue managers should not be notified.
 Notifying the group is not an issue, however whenever I submit a
 ticket it still causes notification. The User Defined condition I have
 is:

 if ($self-TransactionObj-Type eq 'Create') {
   my $GroupObj = RT::Group-new( $RT::SystemUser );
   $GroupObj-LoadUserDefinedGroup( $self-TicketObj-QueueObj-Name );
   if ($GroupObj-HasMemberRecursively( $self-CurrentUser-PrincipalObj )) {

 You should $RT::Logger-error() out $self-CurrentUser information, it
 isn't who you think it is.

 $self-TransactionObj-CreatorObj-PrincipalObj is likely to be closer
 to what you want

 -kevin

     return 0;
   }
   return 1;
 }

 The LoadUserDefinedGroup paramater should be correct -- I have the
 group for queue managers named identical to the queue.

 Thanks,
 Matt Brennan

 
 2011 Training: http://bestpractical.com/services/training.html


 
 2011 Training: http://bestpractical.com/services/training.html



2011 Training: http://bestpractical.com/services/training.html

[rt-users] Scrip Issue: Notify other recipients if not created by queue manager

[Matt Brennan]

Greetings,

  This one has been stumping me for a week now so I figure it's time
to ask for help. I am trying to create two scrips, neither of which I
can get to work. The first and more important is to notify other
recipients only if the ticket was not submitted by a member of the
queue managers group for the appropriate queue.

  I.E. A user submits a ticket in the ServerAdmin queue, the queue
managers for that queue get notified. However, if I submit a ticket in
that queue, the rest of the queue managers should not be notified.
Notifying the group is not an issue, however whenever I submit a
ticket it still causes notification. The User Defined condition I have
is:

if ($self-TransactionObj-Type eq 'Create') {
  my $GroupObj = RT::Group-new( $RT::SystemUser );
  $GroupObj-LoadUserDefinedGroup( $self-TicketObj-QueueObj-Name );
  if ($GroupObj-HasMemberRecursively( $self-CurrentUser-PrincipalObj )) {
return 0;
  }
  return 1;
}

The LoadUserDefinedGroup paramater should be correct -- I have the
group for queue managers named identical to the queue.

Thanks,
Matt Brennan


2011 Training: http://bestpractical.com/services/training.html