Re: [rt-users] Configuring RT::Authen::ExternalAuth after successful install of RT4
On Thu, 21 Jul 2011 18:08 +, Raghavendra Lal Kalyankar raghavendr...@sumtotalsystems.com wrote: Team I am trying to get authentication happen between Microsoft Active Directory and RT using RT::Authen::ExternalAuth. I have successfully installed it and as per the README, I have configured the attached values in /etc/RT_SiteConfig.pm. Now, I am getting the below error while authenticating to the site, regardless of local or external user account: Can't call method as_string on an undefined value at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 195. The config file has this comment: # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! Your d_filter is commented out, so you don't have a d_filter. You need a d_filter. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT4 and Plack
I'm not familiar with Plack, so forgive me if this should be obvious. Is Plack an integral dependency of RT4, or is it just another type of web handler that can be ignored if I'm using fastcgi? I'm currently doing the lovely Perl dependency dance in Debian and I'd like to know if I can skip a few of the steps or not ;)
Re: [rt-users] RT4 and Plack
On Thu, 16 Jun 2011 15:12 -0400, Kevin Falcone falc...@bestpractical.com wrote: Plack provides our interface to fastcgi Not something I can ignore then :) I believe Dom has already begun packaging the rcs for 4.0.1 You may wish to start there. Ok. I went ahead and finished my list of Debian Squeeze dependencies including what can be grabbed from squeeze-backports and what needs to be built from Perl source, I'll create an account on the wiki and add it in there.
Re: [rt-users] how to remove watchers
On Thu, 16 Jun 2011 16:07 -0500, Chris Barnes chris-bar...@tamu.edu wrote: For the life of me, I can't figure out how to remove people who are listed in a ticket as a watcher. Open the ticket, then click on People. Check the boxes of those you want to remove and then Save Changes.
Re: [rt-users] how to remove watchers
If you're wondering about the other two email addresses listed for Pam and Veronica, if RT sees someone CCed on an email that comes into a ticket, I think it captures that and keeps it handy so you can quickly select from the dropdown to add that user as a Requestor, CC, or AdminCC. However, they are not actually currently a Watcher of any type.
Re: [rt-users] How do I unassign a ticket once assigned to a user
On Wed, 15 Jun 2011 13:29 -0700, Jim Greene jim.gre...@gmail.com wrote: I have searched the mailing list, but have yet to find an answer. I have created a ticket, had it assigned to me, but I think would like to be able to go in and unassign the ticket. I click on the dropdown of users, and the - is just not there. I can't see a way to do that. Can someone point me in the correct direction? You're looking for the user nobody
Re: [rt-users] RT 4 - install on Debian Squeeze
On Wed, 18 May 2011 23:08 +0200, Alexander Finger a...@genevainformation.ch wrote: If you want to keep your install clean, try to install the necessary modules using apt-get instead of using fixdeps. For our RT install, I found some Perl packages were too old or missing from Debian repositories, so I built my own packages. Install dh-make-perl and devscripts, grab and unpack all the needed Perl module source archives, then: dh-make-perl Perlmodule-source/ cd Perlmodule-source debuild -us -uc Now you have a .deb package you can install.
[rt-users] Sorting saved searches
Is there a way to sort the list of saved searches on the query builder page by the name of the search, rather than the order in which the searches were saved?
Re: [rt-users] LDAP and ext. Auth for a better understanding...
On Tue, 05 Apr 2011 22:06 +0200, w...@yellowhippy.com wrote: My question is what happens if we have an external authorisation, like LDAP... Does RT copy the user information to its internal database? Or how does it make sure that the user information is stored? Since I can easily delete users from my LDAP. RT will create a user in its own database, using the field mappings set up in your RT-ExternalAuth section of RT-SiteConfig. It won't store the password locally though, it will keep hitting LDAP for login authentication.
Re: [rt-users] RT customization questions
On Wed, 06 Apr 2011 00:07 +0100, Houcem HACHICHA houcem.hachi...@gmail.com wrote: Is it possible to add a new ticket status to RT, like a closed status for instance? Yes, see http://requesttracker.wikia.com/wiki/CustomStatuses
Re: [rt-users] Multiple extensions don't work
On Thu, 03 Mar 2011 14:03 -0800, Yan Seiner y...@seiner.com wrote: I can add the appropriate Set(@Plugins,foo); into the RT_SiteConfig.pm file, and each one works separately just fine. However, if I try to include both in the RT_SiteConfig.pm file, only the last one will work. They all need to be included in the same line. Set(@Plugins, qw(foo bar fleem));
Re: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website
On Tue, 15 Feb 2011 12:03 -0500, Mark Lewis ma...@intellifuel.com wrote: RT was installed to: /var/www/htdocs/base/bin/rt/ The other website hosted here lives at: /var/www/htdocs/ I need RT accessible at: http://www.example.com/rt In your RT_SiteConfig.pm: Set($WebPath, /rt); Set($WebBaseURL, http://www.example.com;); In your Apache config, you wouldn't set up a new VirtualHost directive, you would put the RT config within the existing VirtualHost directive for example.com. Something like this (check your docs and other examples to confirm, this likely won't be 100% correct): Directory /var/www/htdocs/base/bin/rt Options FollowSymLinks ExecCGI AllowOverride None /Directory ScriptAlias /rt /var/www/htdocs/base/bin/rt/bin/rt - the actual rt perl executable
Re: [rt-users] Backing up RT
On Tue, 04 Jan 2011 17:38 -0500, Andy Graybeal andy.grayb...@casanueva.com wrote: Greetings, I need a recommendation for backing up RT. I am planning on using a cron job to run mysqldump to dump the db, then rsync the db and /etc/ conf files to a host that runs a backup job every night to tape. We use mysqldump and logrotate to keep a week of DB dumps on the local filesystem, we perform daily backups to a VTL and then tape, and we also perform nightly SAN snapshots on the RT host's LUN (making sure to lock the databases before the snapshot, and then unlocking after so the MySQL DB files are in a consistent state during the snap).
Re: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers
On Thu, 04 Nov 2010 10:04:14 +, Giuseppe Sollazzo
gsoll...@sgul.ac.uk said:
there's something weird in here as we have a similar setting: 2 ldap
servers in the file. The interesting thing is that our logs don't stop
there.
[snip]
Set($ExternalSettings, {
'My_LDAP' = {
},
'My_LDAP2' = {
},
},
);
Hmm. I wonder if I have an errant curly-brace somewhere. I'll go
through my config more closely and see if I missed something.
Re: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers
On Thu, 04 Nov 2010 11:25:30 -0700, Nick Kartsioukas change+lists...@nightwind.net said: Hmm. I wonder if I have an errant curly-brace somewhere. I'll go through my config more closely and see if I missed something. Indeed, I had an extra set of curly-braces around the entire set of LDAP definitions. It's working right now...
Re: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers
On Wed, 03 Nov 2010 09:41:13 +, Giuseppe Sollazzo gsoll...@sgul.ac.uk said: I'm not an expert myself but could you please paste the relevant bit of the logs? It might help other users understanding the problem. We use a similar configuration, but with fallback on mySql rather than another ldap server and it works without any other parameter. Sure thing. This is all I have (all the entries look like this): Oct 27 10:12:39 rt compserv_rt: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to server1 (/home/rt/compserv_rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) Oct 27 10:12:39 rt compserv_rt: FAILED LOGIN for some_user from some_ip (/home/rt/compserv_rt/bin/../lib/RT/Interface/Web.pm:424) (usernames and IPs have been removed to protect the paranoid)
[rt-users] RT::Authen::ExternalAuth and multiple LDAP servers
We have RT set up to check 3 AD servers...the theory is that if one is
down, it will try the next one. Unfortunately this does not seem to be
the case...if the first AD server isn't responding to LDAP queries, the
login just fails. Attached is the section of our config file relating
to ExternalAuth. Any ideas why it's failing after just one attempt, or
is that how the ExternalAuth extension is supposed to work?
Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2', 'LDAP3' ] );
Set($ExternalInfoPriority, [ 'LDAP1', 'LDAP2', 'LDAP3' ] );
Set($ExternalSettings,
{'LDAP1' =
{
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server1',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'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'
}
}
},
{'LDAP2' =
{
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server2',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'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'
}
}
},
{'LDAP3' =
{
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server3',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'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'
}
}
}
);
Re: [rt-users] RT - Multiple DB's
On Fri, 17 Sep 2010 22:47:15 +, ronald.higg...@gmail.com said: Has anyone found a mechanism for RT to write to 2 different DB's but read from 1 ? This would be useful for testing different DB configurations without to much Impact to users? If you're using MySQL, maybe MySQL Proxy? http://forge.mysql.com/wiki/MySQL_Proxy 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] ExternalAuth and multiple LDAP servers
We have a few AD servers that I'd like ExternalAuth to try (in case one is down). What would the format be for the 'server' string to refer to multiple LDAP servers, or is the correct way to set up multiple complete LDAP sections under $ExternalSettings? 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] A few scrip questions [sort of SOLVED]
On Fri, 14 May 2010 16:21:10 -0700, Nick Kartsioukas change+lists...@nightwind.net said: I've written an rt-crontool query that will find stalled tickets with a Starts date of today, and open them (so we can take a work order that doesn't need to be touched for a while and have it in the system, but out of view until it's needed). I want to write a scrip that will notify the ticket owner when such a stalled ticket is opened by the rt-crontool query, and I'm having a bit of trouble. Fixed this by just having rt-crontool leave a comment on the ticket when it opens it instead of using a scrip to do it, command now looks like this: rt-crontool --search RT::Search::FromSQL --search-arg Status = 'stalled' AND Starts 'tomorrow' AND Starts 'NULL' --action RT::Action::RecordComment --template 'Started Ticket' --action RT::Action::SetStatus --action-arg open Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No To: Field being generated.
On Tue, 18 May 2010 16:58:18 -0400, Mauricio Tavares raubvo...@gmail.com said: Now, mauri...@domain.com is a member of the support group, so it should receive this email. But, as you can see from above, there is no To: field. If mauri...@domain.com is set up as an AdminCC watcher on the queue, then I believe they will be bcc'ed in an email separate from what is sent to Requestors, so the email they get will not have a To: field set. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] A few scrip questions
I've written an rt-crontool query that will find stalled tickets with a Starts date of today, and open them (so we can take a work order that doesn't need to be touched for a while and have it in the system, but out of view until it's needed). I want to write a scrip that will notify the ticket owner when such a stalled ticket is opened by the rt-crontool query, and I'm having a bit of trouble. Does anyone know how to either: 1) make use of an external Perl module (Time::ParseDate) within a scrip custom condition or 2) get the LastUpdatedBy attribute in a scrip I ran up against a brick wall with the first, and thought I'd be clever by using the second, only to find I couldn't figure that one out either. Thanks! Here's my rt-crontool query in case anyone is interested: ./rt-crontool --search RT::Search::FromSQL --search-arg Status = 'stalled' AND Starts 'tomorrow' AND Starts 'NULL' --action RT::Action::SetStatus --action-arg open Rather than just search for entries that start today, I wanted to capture conditions in which the cron job may have been missed on a day (outage) or if someone accidentally entered something with a year of 1970, hence the search for entries that are earlier than tomorrow. The check to make sure it's newer than null came after I accidentally opened all our stalled tickets that had no Starts date in the ticket. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create child or dependency ticket in a different queue?
On Tue, 27 Apr 2010 11:03:56 +0200, Christian Loos cl...@netcologne.de said: Maybe checkout also this extension: http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue This does exactly what we're looking for thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Create child or dependency ticket in a different queue?
When looking at the Basics display for a ticket, under Links one can click create next to each of the link types to create a new ticket that inherits the attributes of the currently-viewed ticket. However, most of these attributes can be changed such as owner, status, etc. The one that cannot be changed is what queue the new ticket will be created in...this appears to be fixed to whatever queue the current ticket is in. Has anyone succeeded in modifying RT so the new ticket can be created in a different queue? I suspect there would be problems with custom fields varying between queues, but thought I'd ask anyway... Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT stops sending email
This seems to be a rare occurrence, but our RT install sometimes stops sending email. I have to restart Apache or kill the fastcgi processes and let them restart before it will resume. RT 3.8.7, Apache 2, fastcgi, and I've changed it to use sendmail instead of the default sendmailpipe (happened more frequently with sendmailpipe, but still happens with sendmail) Set($MailCommand , 'sendmail'); Set($SendmailArguments , -oi); I see this in the logs when RT attempts to send an email: Jan 13 13:18:28 rt mog_rt: Scrip Commit 10 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm line 137. Stack: [/usr/share/perl5/Mail/Mailer.pm:137] [/usr/share/perl5/Mail/Internet.pm:451] [/home/rt/mog_rt/bin/../lib/RT/Interface/Email.pm:503] [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:307] [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:129] [/home/rt/mog_rt/bin/../lib/RT/ScripAction_Overlay.pm:238] [/home/rt/mog_rt/bin/../lib/RT/Scrip_Overlay.pm:464] [/home/rt/mog_rt/bin/../lib/RT/Scrips_Overlay.pm:196] [/home/rt/mog_rt/bin/../local/lib/RT/Transaction_Overlay.pm:188] [/home/rt/mog_rt/bin/../lib/RT/Record.pm:1457] [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:3323] [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:2996] [/home/rt/mog_rt/bin/../lib/RT/Record.pm:898] [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1340] [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1450] [/home/rt/mog_rt/share/html/Ticket/Display.html:155] [/home/rt/mog_rt/share/html/Tick (the line appears to be truncated in the logs) Has anyone else seen this? ___ 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] Forwarded tickets show as MIME-encoded attachments within attachments
When forwarding tickets (or a single ticket transaction) in RT 3.8.7, RT generates an email with an attachment, and within that attachment is another MIME encoded attachment. This is not very useful, at least not in Outlook or Thunderbird. Is there a way to reduce the number of times the ticket content gets wrapped up in attachments (and maybe send as plaintext instead of MIME encoded)? I couldn't find anything in RT_Config.pm about ticket forwarding behavior. Thanks! RT 3.8.7 running under Apache 2 with FastCGI, email is configured as: Set($MailCommand , 'sendmail'); Set($SendmailArguments , -oi); ___ 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] Undefined value using RT::Authen::ExternalAuth::LDAP
On Mon, 21 Dec 2009 11:43:44 -0700, Matt Adams matt.ad...@cypressinteractive.com said: Out of the blue I am starting to get this error intermittently. Does anyone have any idea what it might mean? Can't call method as_string on an undefined value at /home/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 304, line 323. Check all your ExternalAuth settings in RT_SiteConfig.pm. Things like 'filter' and 'd_filter' cannot be empty, they must have some value. I have filter set to '(objectClass=*)' to always match, and d_filter set to '(objectClass=ThisWillNeverMatch)' to never match (as I have no such attribute in LDAP). ___ 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] eDirectory authentication and groups question
On Fri, 04 Dec 2009 16:35:57 -0800, Scott Melot sme...@lmusd.org said: What I would like to do is have general staff be able to log in and have an account created, then for a support staff to be able to manually (automatically would be better but I'll take manual) add them to a custom group within RT if they need more permissions than to submit a trouble ticket to the support queue. All that needs to be done is for an admin to go to Configuration, Users, and search for the username of the person you want to set up (be sure to change the search type to Name, defaults to User ID). Click their user and check the box that says Let this person be granted rights and make them a member of the appropriate group. You can also get a list of all privileged and non-privileged users in RT by entering % in the search box. ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. Yep, I am setting the AdminCC on the ticket creation page via the web interface. It appears that RT treats setting the AdminCC as a separate transaction from the ticket creation, so it creates the ticket, then attempts to apply the AdminCC value, and that's where it fails (as after the ticket is created, I don't have the ModifyTicket right). Privileged user with: CreateTicket, CommentOnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments on the queue in question. I wish ModifyTicket was split up, it encompasses quite a lot of operations... ___ 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] Problem seeing all unowned tickets.
On Thu, 3 Dec 2009 16:59:25 -0500, Lander, Scott slan...@hearstsc.com said: In RT 3.8.5.I have a dozen or so queues, and people can't see tickets outside their own workgroup queue. This works fine. Each user has the X newest unowned tickets search on their RT at a Glance page (the default). Until recently, this worked fine, but, recently people started reporting tickets missing from that search. If you set $UseSQLForACLChecks, that should fix the problem. From RT_Config.pl: In RT for ages ACL are checked after search what in some situtations result in empty search pages and wrong count of tickets. Set $UseSQLForACLChecks to 1 to use SQL and get rid of these problems. However, this option is beta. In some cases it result in performance improvements, but some setups can not handle it. Depending on how many users/groups you have and how your database is configured you may see a performance hit, maybe give it a try on a test instance and see how much of an impact there is. ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 15:37:18 -0800, Ken Crocker kfcroc...@lbl.gov said: I was just thinking that we are looking at the wrong cause. I have MANY users that are allowed to create tickets in a queue and NOT allowed to modify those tickets, yet, they are able to create a ticket with an AdminCc with no problems. I'm wondering if, perhaps, we should look at what rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. All Privileged users have Watch and WatchAsAdminCC in the queue I'm creating the ticket in, and the user I was attempting to set as AdminCC is Privileged. Hmm. Let me give the details of the permissions here... I'm a Privileged user, in the Net Support group. I'm attempting to create the ticket in the PC Support queue. User I'm attempting to set as AdminCC is also in Net Support. Privileged users have these permissions in the PC Support queue: CreateTicket CommentOnTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments Watch WatchAsAdminCC PC Support group members have these additional rights in the PC Support queue: AssignCustomFields OwnTicket StealTicket TakeTicket Owner role also has the right ModifyTicket ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ 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] Tracking changes to queue structure
On Tue, 24 Nov 2009 10:35:31 +1100, gor...@cryologic.com said: I use this feature for some fields but others require information specific to a ticket (eg description of product design change). Also, reviewers of historical tickets can still ask the question: why wasn't the field filled in when the ticket was active? I would do this: 1) Create the new custom field, and add any selection values to it that you'll need (if it's not a fill-in-the-blank type CF) 2) Also add a selection value of Field not available at time of ticket creation 3) Using Bulk Update, set that CF value to Field not available at time of ticket creation for all existing tickets 4) Go back to the custom field settings, delete the value Field not available at time of ticket creation as an option 5) Explain to the auditors that new fields are added every so often, and explain the procedure you went through to set that value, emphasizing that by removing that particular value as an option, users are unable to set any new ticket custom field to that value. That should hopefully be sufficient to satisfy everyone... ___ 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] REALLY Confused about RT Extension ExternalAuth and LDAP
On Mon, 16 Nov 2009 11:46:55 -0800, Ken Crocker kfcroc...@lbl.gov said: I went to our 3.6.4 directories and didn't see anything in /local/etc at all. So, if I have been using LDAP successfully with my 3.6.4 version, what do I need to do in order to have it work in my 3.8.6 installation? Do I even need the ExternalAuth extension? If so, what files do I move over from my 3.6.4 files, if anything? I'm not sure what the LDAP auth support was in 3.6.x, I'm using the ExternalAuth plugin (v0.8) with RT 3.8.x with no issues. My 3.6.4 RT_SiteConfig Auth settings show the following: Again, not sure about 3.6's LDAP support, so I can't comment on that...but the documentation seems to imply that all LDAP auth support was moved out of RT and is now soley supported by the ExternalAuth plugin. So, for 3.8.6 I set up my RT_SiteConfig settings to this: # Now what follows are the settings for LDAP Authorization Set($AuthMethods, ['My_LDAP', 'Internal']); Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); Set($LdapExternalAuth, 1); # enable LDAP authentication/lookups Set($LdapAutoCreateNonLdapUsers, 0); Set($CanonicalizeOnCreate , 0); Set($LdapTLS, 1); Set($LdapSSLVersion, 3); Doesn't appear correct for ExternalAuth's configuration, once you install ExternalAuth you can look at a sample config file in local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm I'll attach a sanitized and commented snippet of my config as well that you can use as a starting point. I saw some bug reports on ExternalAuth v.08. Is that fixed yet? Do I even need it if I'm using LDAP? I haven't been bitten by any bugs in it yet, but I'm curious to know what bugs exist. Also, for each Plugin in my array, what corresponding files do I need and where do I put them? Each plugin you have should have a config and install script...any configuration they use should be in RT_SiteConfig.pm, so a fresh install of those plugins into your new RT 3.8 directory should be fine as long as you copy relevant lines over from your RT 3.6 config. ldap_config Description: Binary data ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems with LogToSyslogConf [fixed]
On Thu, 12 Nov 2009 06:24:44 +0300, Ruslan Zakirov ruslan.zaki...@gmail.com said: Set(@LogToSyslogConf, (ident = 'compserv_test')); Oh, crud...now I see my typo, @$LogToSyslogConf...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] Problems with LogToSyslogConf
I seem to be having trouble with setting the LogToSyslogConf option, specifically overriding the default ident (multiple instances, I want to be able to tell the errors apart). Set(@$LogToSyslogConf, (ident = 'compserv_test')); results in the error Not a SCALAR reference at /home/rt/test_compserv_rt/bin/../lib/RT/Config.pm line 661. Set(@$LogToSyslogConf, (ident = 'compserv_test')); results in the error Can't modify constant item in scalar assignment at /home/rt/test_compserv_rt/etc/RT_SiteConfig.pm line 34, near 'compserv_test') @$LogToSyslogConf = (ident = 'compserv_test'); No error, but no effect Am I typo-ing something and just not seeing it? ___ 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] Ldap and User Troubleshooting
On Tue, 20 Oct 2009 22:33:58 +0200, Jean-Noel HAYART jnhay...@nordnet.fr said: i want to use RT with our Ldap central directory, install seems OK, i can log user with this plugin, but those users have no right within RT. I can log myself with root/password, but i can't see other user (create by Ldap Plugin, in configuration/user) ? The ExternalAuth plugin creates unprivileged users by default when they first log in, you will have to set each of them to privileged and assign them rights or a group with rights. To search for unprivileged users in Configuration/Users, search for all users who match % (without quotes) and it will show all privileged as well as unprivileged users (by default it only shows privileged). ___ 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] Matching relative dates in scrips
I'm trying to get a scrip condition to match when the Starts field of a
ticket has a date of today. We want to be able to set tickets as
stalled with a Starts date sometime in the future, and have a cron job
open tickets on the day when they start, and have a scrip notify the
ticket owner.
Cron entry looks like this:
rt-crontool --search RT::Search::FromSQL --search-arg Status =
'stalled' AND Starts = 'today' --action RT::Action::SetStatus
--action-arg open
Scrip condition looks like this:
my $txn = $self-TransactionObj;
my $starts = $self-TicketObj-StartsObj;
if ( $txn-OldValue eq stalled $txn-NewValue eq open $starts
eq today )
{
return 1;
}
else
{
return 0;
}
The date isn't matching though. I'm missing something, I'm just not
sure what (date conversion maybe?)
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Re: [rt-users] How does RT mail?
On Wed, 30 Sep 2009 17:09:03 -0400, Roode, Eric ero...@barrack.com said: I want to know which program (I assumed `sendmail`, but who knows) RT calls, and what command-line options it uses. Any helpful information would be appreciated. The defaults are in etc/RT_Config.pm Set($SendmailArguments , -oi -t); Set($SendmailPath , /usr/sbin/sendmail); ___ 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] Multiple attachments from SelfService ticket creation page
The ability to add multiple attachments when creating a ticket from the
SelfService interface was requested from some of our users. I copied
the chunk of attachment code from share/html/Ticket/Create.html into the
SelfService Create.html file, and the Add More button shows up...but
when I click it, it submits the ticket instead of letting me add an
additional attachment. Any tips?
Original snippet from Create.html:
tr
td class=label
%# FIXME: if failed customfields validation, attachement needs to be
choosen
%# again by user.
|/lAttach file/:
/td
td class=value
input name=Attach type=file /
/td
/tr
Replaced with:
tr
% if (exists $session{'Attachments'}) {
td class=label
|/lAttached file/:
/td
td colspan=5
|/lCheck box to delete/br /
% foreach my $attach_name (keys %{$session{'Attachments'}}) {
input type=checkbox class=checkbox
name=DeleteAttach-%$attach_name% value=1 /%$attach_name%br /
% } # end of foreach
/td
/tr
tr
% } # end of if
td class=label
|/lAttach file/:
/td
td class=value colspan=5
input type=file name=Attach /
input type=submit class=button name=AddMoreAttach
value=|/lAdd More Files/ /
/td
/tr
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Re: [rt-users] This transaction appears to have no content
On Fri, 21 Aug 2009 15:37:50 -0400, testwreq wreq testw...@gmail.com
said:
RT guru's: when an ownership changes or when the ticket has no comment,
the ticket content produces a message
This transaction appears to have no content
We would like to change this default message to This transaction has
been updated. Please see above the changes
Any suggestion on how I can accomplish this?
Search for $content = $self-loc('This transaction appears to have no
content'); in /lib/RT/Transaction_Overlay.pm and edit the text to your
liking.
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[rt-users] Massive memory usage
I'm running a few instances of RT on a Debian 5.0 box, Apache 2.2.9, fastcgi 2.4.6, RT 3.8.2. I'm noticing the mason_handler.fcgi processes are taking up quite a bit of memory. One RT instance's processes are using ~35 megs physical memory each, the other are using ~50-60 megs each. Is there a known cause or fix for something like this? What might I be able to do to track down the cause? ___ 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] Notify a group
Is there a way, within a scrip, to send a notification to an RT group? I'd like all members of a group that have permissions in a particular queue to be notified when a ticket is created in that queue, but I don't want to set them as Watchers because they don't necessarily want to watch all traffic on every ticket that goes through that queue. I found the RT-Action-NotifyGroup extension, but I don't want to have to duplicate the list of members in a group (this is a step that could be easily missed in the future when adding more users to the group, and those adding users to groups may not have shell access to the machine RT lives on). ___ 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] Notify a group
On Tue, 18 Aug 2009 01:16:03 +0400, Ruslan Zakirov ruslan.zaki...@gmail.com said: RT-Action-NotifyGroup is exactly what you need. It can notify one RT group, many RT groups, group and list of particular users. Note that this extension is part of RT 3.8 and you shouldn't install anything. I don't understand why people need command line access. And there is no need to duplicate members of a group. Ah, I see, I misread the documentation for RT-Action-NotifyGroup. I initially thought notification groups had to be manually created with a list of recipients, my apologies. 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] Installing RT - second posting of these questions
On Mon, 17 Aug 2009 14:34:08 -0700, Ken Crocker kfcroc...@lbl.gov said: Thanks. Now I'm wondering if there is a list of the packages I can select from? Like RT_Matrix, CommandByMail, etc. I read README and also the configure module, but couldn't find a list. It appears that at least some subset of --with-blah options are contained in configure.ac. Are those the options you're referring to, or is that the configure module you've already examined? ___ 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] RT slow first thing in the morning
I've had complaints that RT is slow first thing in the morning. What appears to be happening is that logrotate reloads apache early in the morning, and this also causes our RT FastCGI instances to reload. For some reason, the first request each FastCGI process serves takes a long time (loading data/config/caches and such I assume). All requests served after that respond normally. Is there a way to get RT FastCGI processes to pre-load/pre-cache whatever they need when they start, so they're ready to serve that first request quickly? Debian 5.0, Apache 2.2.9, mod_fastcgi 2.4.6, RT 3.8.2 installed from source. ___ 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] Modify Ticket permissions too broad? [solved]
Oh geeze, how did I miss the StrictLinkACL setting in RT_Config before :/ Sorry folks! That defaults to 1, setting it to 0 should take care of this issue for me. ___ 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] RT Internal Server Error
On Wed, 24 Jun 2009 07:27:12 +0530, Varun Vyas varun.power6...@gmail.com said: I m facing problem with my RT 3.6.3 i have apache 2 installed with fastcgi implemented and 8GB of ram in application server. But quite often i m getting Internal Server Error 500 and when i see the logs it shows error like incomplete header received from server and comm with server error. And as far as i know this happens frequently when we try to close ticket. Although tickets gets closed but we got internal server error and page gets irresponsive. We have to wait for certain minutes after that again refreshing makes all thing normal. But i m not able to get why we are encountering this problem I had a similar issue, turns out there is a bug in some versions of DBD::MySQL that cause a segfault. Upgrading to 4.10 fixed the issue for me. To see if this is the problem you are having, run the attached Perl script. If it segfaults, then your problem is with DBD::MySQL. dbdMySQLCrash.pl Description: Perl program ___ 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] customize the home page of rt
On Tue, 26 May 2009 09:08:08 +, hanane ourdani hanane.ourd...@gmail.com said: Please is there a way to display all operations of day in the home page and how can i do it please, Logged in as a SuperUser, create a new search, Last Updated/After/'1 day ago'. Save it as an RT system saved search. Go to Config, Global, At A Glance and add that saved search to the list. ___ 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] creating Tickets
On Mon, 11 May 2009 19:39:50 -0700 (PDT), kenadams2 adams@hgc.com.au said: I have just finished setting up RT and have a small problems with the way the users are setup. We have 35 users. 30 of them are remote. Each user has a queue so that tickets can be lodged to them. They all have create ticket privs so that they can create tickets BUT I dont want them to be able to create a ticket to another remote site. The tickets need to be created to a central place and from there it can be distributed if the need arises. At the moment when they create a ticket there is 35 different queues for them to choose from and I only want there to be the other 5. How can I do this. It sounds like you've granted See Queue and Create Ticket privileges to all privileged users. You'll want to only grant See Queue and Create Ticket rights to users in the queue they're allowed to touch. Configuration - Queues - [queue name] - User Rights. ___ 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] New to RT and need help with RT_SiteConfig.PM
On Mon, 11 May 2009 20:09:25 -0400, Eric Chatham echat...@broadvox.net said: Anyhow, I get the gist how to modify the file. I'm just wondering if someone could provide me with some examples? That would be greatly appreciated. Thanks, once again. :) Set($rtname, 'Your Name Here'); Set($Organization, 'Your Organization Here'); Set($CorrespondAddress , 'addr...@your.domain'); Set($CommentAddress , 'address-comm...@your.domain'); Set($Timezone , 'US/Pacific'); # obviously choose what suits you Set($DatabaseType, 'mysql'); # e.g. Pg or mysql Set($DatabaseUser , 'dbuser'); Set($DatabasePassword , 'dbpass'); Set($DatabaseName , 'database'); Set($WebPath , /rt); Set($WebBaseURL , http://www.your.domain;); Fill in as appropriate. It's fairly straightforward. Again, RT_Config.pm is quite well documented (perldoc RT_Config.pm and you'll see all the options). ___ 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] Unusual scrip need
On Thu, 30 Apr 2009 14:00:18 -0700, Ken Crocker kfcroc...@lbl.gov said: I have a need of a scrip that will take the CC adressees of an email and make them the ticket CC's when the ticket is created via email. Has anyone done this? Can anyone point me to an example or such a scrip? I can write the part that recognizes an email create. I just don't know how to parse out the cc addressees. HELP! Thanks. Set($ParsenewMessageForTicketCcs, 1); in RT_SiteConfig.pm. You'll want to set $RTAddressRegexp as well so RT doesn't add its own address as a CC. http://wiki.bestpractical.com/view/RTAddressRegexp ___ 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] newly created ticket does not show in SelfService login
On Wed, 22 Apr 2009 14:05:18 -0400, GravyFace gravyf...@gmail.com said: Have a user that was created automatically when initial ticket was created. Have since, as admin, changed auto-created users' password and added some details to the user's profile. If I login as that user, I do not see any tickets in the dashboard -- should I? As a Staff user, I can see the new ticket in the General queue without issue so it's being created ok. There is no owner assigned to the ticket; does that matter? Shouldn't the Requestor see their own tickets regardless of status/ownership? Have you granted ShowTicket rights to Requestor under global group rights? ___ 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] newly created ticket does not show in SelfService login
On Wed, 22 Apr 2009 14:27:44 -0400, GravyFace gravyf...@gmail.com said: That now allows me to see unowned tickets created by my user, but not tickets I've created, regardless of who owns it or not. Perhaps I'm not logged into the right place: I just went to the home page and logged in as the user. Is this not the way to get into Self Service? Ah, I get it now. No, when you log in with a user who has the Let this user be granted rights box checked, it goes to the standard interface. If you append /SelfService/ to the URL, it will take you to the Self Service interface. If this is an end user and all you want them to see is the SelfService interface, uncheck the Let this user be granted rights box, and make sure you set up appropriate permissions for creating/replying/seeing tickets (such as unprivileged users can create tickets, requestor can see and reply to ticket...) ___ 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] Set CustomField from scrip action SOLVED
On Wed, 08 Apr 2009 17:36:08 -0700, Nick Kartsioukas change+lists...@nightwind.net said: my $cf = RT::CustomField-new( $RT::SystemUser ); $cf-LoadByName( Name = 'createdbyemail' ); $self-TicketObj-AddCustomFieldValue( Field = $cf, Value = 'yes' ); return 1; Got it. Should be double-quotes instead of single-quotes for the value to set, so: $self-TicketObj-AddCustomFieldValue( Field = $cf, Value = yes ); ___ 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] Set CustomField from scrip action
Okay, I'm doing something wrong, and I'm just getting over a bad cold so my brain isn't all here. I'm trying to set a CustomField value from within a scrip. I've watched the debug output and the scrip is run, but the CustomField value is still null. CF is named 'createdbyemail', set as a select one value type, with a possible value of 'yes'. Scrip action: my $cf = RT::CustomField-new( $RT::SystemUser ); $cf-LoadByName( Name = 'createdbyemail' ); $self-TicketObj-AddCustomFieldValue( Field = $cf, Value = 'yes' ); return 1; I can't even remember how I got started with this particular chunk of code (I'm pretty sure I stole it from something in the contributed scrips area of the wiki)...help would be appreciated. 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] Changing appearance and UI elements
On Thu, 26 Mar 2009 10:41:45 +, Hiro Protagonist hir0pr0tagon...@googlemail.com said: Is there a document or HOWTO that describes how certain user elements can be changed on the screens (e.g. hiding a dropdown box from view, changing the names of labels from request to ticket) ? I have looked through the documentation but couldn't find anything related to this subject. Are these changes made in a configuration file somewhere or would the code have to be changed ? Hiro (Greatest Swordfighter in the World) Protagonist, Take a look at http://wiki.bestpractical.com/view/CleanlyCustomizeRT Though each page isn't documented, you can copy the pages you want to change into the /path/to/rt/local/html directory and make changes there (be sure to wipe out the Mason cached pages in /path/to/rt/var/mason_data after every change so it will load the new page content). Note that when you do this, if you upgrade RT you'll want to copy the new pages over to local and apply your edits again to incorporate any updates/fixes. ___ 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] Error with RT::Authen::ExtenalAuth against Active Directory W2k3
On Thu, 26 Mar 2009 10:18:14 -0600, Max León ml...@wirewatchers.com said: Thanks for your reply, I'll try that right away, but I might have misunderstood the concept here. Isn't possible to keep both authentication methods at the same time, check DB and if fails go to the AD? I mean, that will be heaven so you can deal with customers both internal and external. I think you might be misunderstanding what the DB portion of ExternalAuth does. It does not utilize RT's internal authentication which looks up users in RT's database, it allows you to look up authentication information in a different SQL database. With ExternalAuth, if you only have LDAP configured and the LDAP auth lookup fails then RT will fall back on its internal authentication and look up internal users. ___ 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] Error with RT::Authen::ExtenalAuth against Active Directory W2k3
On Thu, 26 Mar 2009 11:32:53 -0600, Max León ml...@wirewatchers.com said: Now, I did what you asked me to and well, that the error went away but I have a new one. Here it is what the browser displays: Can't call method as_string on an undefined value at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 398, line 514. Ensure that you have valid LDAP search parameters defined for 'base', 'filter', and 'd_filter'. In my configuration, I don't need to narrow down the search any more than what I defined in my LDAP search base, so I set 'filter' to '(objectClass=*)' and 'd_filter' to '(objectClass=ThisWillNeverMatch)'. ___ 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] RT stop sending emails
On Thu, 26 Mar 2009 13:39:10 -0400, Swart, Tom tsw...@christa.com said: It is now saying that an email was sent in the history of the ticket and the syslog shows that a email was sent, but nothing is received. It calls msmtp and returns 74 then it says sent To: tsw...@christa.com. So you are back to using msmtp (previously you said you had changed to Postfix after trying msmtp)? Make sure msmtp is configured correctly, it looks like it needs to have an external SMTP relay defined. Check /var/log/mail.log to see if there are any messages there about the email's fate. ___ 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] Problems on RT-Authen-ExternalAuth
On Tue, 10 Mar 2009 10:20:51 -0430, Eliezer E Chávez eliezer.cha...@gmail.com said: Just another thing, how i disable GraphViz and PGP??? To disable PGP, put this in RT_SiteConfig.pm: Set( %GnuPG, Enable = 0); I believe GraphViz to be a build-time option, ./configure --without-graphviz ___ 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] RT 3.8 and FastCGI out of memory via http but not https
I had RT 3.6.7 installed on a Debian Etch machine, and all was well. I decided to upgrade to RT 3.8.2, and I upgraded the machine from Etch to Lenny (making sure to clear out old custom-built Perl module packages). I rebuilt all the Perl dependencies missing from the Debian repositories, and upgraded my RT install. Now I have a strange issue...hitting RT 3.8 via HTTP results in an Out of memory! error in Apache's error.log, but visiting via HTTPS works fine. Another RT 3.6.7 instance on this box works fine with both. Apache vhost config (slightly edited for privacy on things like cert and site names): VirtualHost 1.2.3.4:80 127.0.1.1:80 ServerAdmin netadmin ServerName rt DocumentRoot /var/www/ Directory /home/rt/3.8_rt Options FollowSymLinks ExecCGI AllowOverride None /Directory ScriptAlias /3.8 /home/rt/3.8_rt/bin/mason_handler.fcgi Location /3.8 RewriteEngine On RedirectMatch Permanent /3.8$ $1/3.8/ /Location Directory /home/rt/3.6_rt Options FollowSymLinks ExecCGI AllowOverride None /Directory ScriptAlias /3.6 /home/rt/3.6_rt/bin/mason_handler.fcgi Location /3.6 RewriteEngine On RedirectMatch Permanent /3.6$ $1/3.6/ /Location /VirtualHost VirtualHost 1.2.3.4:443 127.0.1.1:443 ServerAdmin netadmin ServerName rt DocumentRoot /var/www/ Directory /home/rt/3.8_rt Options FollowSymLinks ExecCGI AllowOverride None /Directory ScriptAlias /3.8 /home/rt/3.8_rt/bin/mason_handler.fcgi Location /3.8 RewriteEngine On RedirectMatch Permanent /3.8$ $1/3.8/ /Location Directory /home/rt/3.6 Options FollowSymLinks ExecCGI AllowOverride None /Directory ScriptAlias /3.6 /home/rt/3.6_rt/bin/mason_handler.fcgi Location /3.6 RewriteEngine On RedirectMatch Permanent /3.6$ $1/3.6/ /Location SSLEngine On SSLCertificateKeyFile /etc/ssl/private/rt.key SSLCertificateFile /etc/ssl/certs/rt.crt SSLCACertificateFile /etc/ssl/certs/intermediate.crt SetEnvIf User-Agent .*MSIE.* nokeepalive ssl-unclean-shutdown downgrade-1.0 force-response-1.0 /VirtualHost Apache2 error.log excerpt: [Tue Feb 24 10:29:15 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi started (pid 5872) [Tue Feb 24 10:29:18 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi started (pid 5875) Out of memory! [Tue Feb 24 10:29:19 2009] [error] [client 10.202.35.3] FastCGI: incomplete headers (0 bytes) received from server /home/rt/3.8_rt/bin/mason_handler.fcgi [Tue Feb 24 10:29:20 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi (pid 5872) terminated by calling exit with status '1' Out of memory! [Tue Feb 24 10:31:26 2009] [error] [client 10.202.35.3] FastCGI: incomplete headers (0 bytes) received from server /home/rt/3.8_rt/bin/mason_handler.fcgi [Tue Feb 24 10:31:26 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi (pid 5875) terminated by calling exit with status '1' [Tue Feb 24 10:31:26 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi restarted (pid 5898) Out of memory! [Tue Feb 24 10:31:30 2009] [error] [client 10.202.35.3] FastCGI: incomplete headers (0 bytes) received from server /home/rt/3.8_rt/bin/mason_handler.fcgi [Tue Feb 24 10:31:30 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi (pid 5898) terminated by calling exit with status '1' [Tue Feb 24 10:31:31 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi restarted (pid 5902) Out of memory! [Tue Feb 24 10:31:38 2009] [error] [client 10.202.35.3] FastCGI: incomplete headers (0 bytes) received from server /home/rt/3.8_rt/bin/mason_handler.fcgi [Tue Feb 24 10:31:38 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi (pid 5902) terminated by calling exit with status '1' [Tue Feb 24 10:31:38 2009] [warn] FastCGI: (dynamic) server /home/rt/3.8_rt/bin/mason_handler.fcgi has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds fastcgi.conf: IfModule mod_fastcgi.c AddHandler fastcgi-script .fcgi FastCgiIpcDir /tmp /IfModule Oh, and here's what the system memory looks like: total used free sharedbuffers cached Mem:386252 279420 106832 0 45484 103824 -/+ buffers/cache: 130112 256140 Swap: 1044184 881044096 Any thoughts? Any other logs or config info that could be useful in troubleshooting this?
Re: [rt-users] RT 3.8 and FastCGI out of memory via http but not https *SOLVED*
Changing the a_sessions table from longtext to longblob fixed it. Thanks, Steven! Now that I know the answer I've found the other threads relating to this, but I was apparently using poor search terms before :) ___ 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
