[rt-users] Security enhancements and problems solved with 3.8.8
Hello, a client of mine asked me about this line in the release statement: NEW FEATURES AND MAJOR CHANGES * Aaron Sigel performed a security audit of RT and pointed out a number of potential improvements which have been addressed and wants to know what exactly is improved so he can evaluate if an upgrade would be benefical, is there somewhere a list of this security audit problems? thanks, best regards Ray 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] Create Transactions without comment text.
Hi, For me the squelch thingy is not working at all, I need to be able to say at resolve-time that NO email will be sent to everyone (including requestor). the squelch seems only be concerned about cc and admincc's and whatnot, but I never managed to get the requesters email address to be displayed and selectable as well, so I try to do this: I created a customfield MuteResolve (like here: http://wiki.bestpractical.com/view/MuteResolve) Modified the onresolve scrip as well like indicated. Now, The only remaining problem is that setting this value will only be stored when I enter a text in the comment field as well. Without a text in the commentfield the transaction-custom-fields will not get stored. I do not understand why, what has the customfield to do with a comment I enter or not? What If I only want to modify some transaction custom fields without having a comment at all? All I want is the possibility for my users to be able to not send mails to the requestors on resolve ... without much fuss ... any help is greatly appreciated, best Ray - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to NOT send any mail on close
Hello Jerrad, List I guess I do not seem to get it, I even installed 3.8.8, but on Updating a Ticket, I have no checkbox to not send emails. I grepped the source for squelch and silent and other stuff, but I can not figure out how this is supposed to work /opt/rt3/RT_Config.pm has nothing on squelch either. I checked the rights but did not find one that seems appropriate and root, which should have any right, does not show me another option as well ... What I get when trying to resolve a ticket is, below in the element Scrips and Recipients: --- snip --- Messages about this ticket will not be sent to... (Check boxes to enable notifications to the listed recipients) --- snip --- but there are no checkboxes! to select from. I would be really happy if someone could enlighten me on How this is supposed to work, the only thing I want is that for a given transaction the user can say: Don't send any mesage. Thanks and Best regards Raimund - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares - Mensaje original - De: Jerrad Pierce jpie...@cambridgeenergyalliance.org Para: Raimund Sacherer r...@runsolutions.com CC: rt-users@lists.bestpractical.com Enviados: Jueves, 6 de Mayo 2010 15:51:45 Asunto: Re: [rt-users] How to NOT send any mail on close On Thu, May 6, 2010 at 04:04, Raimund Sacherer r...@runsolutions.com wrote: Hello Jerrad, Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv? You don't. RT already handles it in Update.html -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to NOT send any mail on close
Hello Nik, Jerrad Thanks for your answers, I did not find the OnResolveOnce wiki page in my search. Jerrad, can you please explain me what in this context squelch means? Sorry but I have no clue what this is doing :-) But Squelch de outgoing message on resolve has a nice ring to it, I think that it is what I need ... If I would understand it :-) thanks again, best Ray -- Message: 5 Date: Wed, 5 May 2010 11:50:35 -0400 From: Jerrad Pierce jpie...@cambridgeenergyalliance.org To: n.chrysandr...@albourne.com Cc: rt-users@lists.bestpractical.com, Raimund Sacherer r...@runsolutions.com Subject: Re: [rt-users] How to NOT send any mail on close Message-ID: n2tbe7163f1005050850lc9470466g85de85abbc01b...@mail.gmail.com Content-Type: text/plain; charset=ISO-8859-1 I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce This is the opposite of what was asked for. If given the ACLs, your users can squelch the outgoing message on resolve. This is a two step process in current versions of RT, though you might be able to simplify that with a Scrip (tweak On Correspond to bail if new status is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch will now be a simple check box in the transaction editor. -- Cambridge Energy Alliance: Save money. Save the planet. -- ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 74, Issue 7 *** Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to NOT send any mail on close
Hello Jerrad, Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv? AFAIK I can not use transaction Variables because they are not available in the scrip at that point and Customfields would be shown everywhere, which I also do not want. Can you give me any pointers on how to do it? Thanks Ray - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares - Mensaje original - De: Jerrad Pierce jpie...@cambridgeenergyalliance.org Para: n chrysandreas n.chrysandr...@albourne.com CC: Raimund Sacherer r...@runsolutions.com, rt-users@lists.bestpractical.com Enviados: Miércoles, 5 de Mayo 2010 17:50:35 Asunto: Re: [rt-users] How to NOT send any mail on close I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce This is the opposite of what was asked for. If given the ACLs, your users can squelch the outgoing message on resolve. This is a two step process in current versions of RT, though you might be able to simplify that with a Scrip (tweak On Correspond to bail if new status is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch will now be a simple check box in the transaction editor. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to NOT send any mail on close
Hi Jerrad, Ok, I checked the code to Update.html, i checked the wikipage: http://wiki.bestpractical.com/view/SuppressOutgoingMail and checked all the ACL's I can set, I did not find anything regarding the squelch, or That I should be able to suppress the mails at the resolve-transaction. Can you please be more specific as to how this is supposed to work and what steps I have to take care of so my users can decide when the Email will be sent? Thank you for your help, best Ray - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares - Mensaje original - De: Jerrad Pierce jpie...@cambridgeenergyalliance.org Para: n chrysandreas n.chrysandr...@albourne.com CC: Raimund Sacherer r...@runsolutions.com, rt-users@lists.bestpractical.com Enviados: Miércoles, 5 de Mayo 2010 17:50:35 Asunto: Re: [rt-users] How to NOT send any mail on close I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce This is the opposite of what was asked for. If given the ACLs, your users can squelch the outgoing message on resolve. This is a two step process in current versions of RT, though you might be able to simplify that with a Scrip (tweak On Correspond to bail if new status is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch will now be a simple check box in the transaction editor. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to NOT send any mail on close
Hi, my users are asking for an option to NOT send mails when they close a ticket. They want that the ticket is opened again if someone responds to a closed ticket, but if it's only a mail like: thank you! they want to be able to close it again without notification, currently the your ticket is closed message gets sent. How is the easiest and best way (upgrade-persisten) to achieve this? I looked around in the wiki and searched but did not find anything related ... thank you, best regards - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Conditional Email sending when resolving a ticket
Hello List, I want to implement a feature that allows you on resolving a ticket to choose if you want to send a resolved-email. I was looking around and found in the WIKI a howto to use Transaction Custom Fields, but it has drawbacks: * you see the fields on every transaction * for it to work you HAVE to create a final resolve-comment because it won't record a transaction if you do not enter one, and there is this behavior of RT that you cannot use transaction custom fields in scripts, so you need a completed transaction beforehand (Is this right?) Another solution I could think of would be to add a new state, like resolved and resolvedSilent, but this is very ugly: * first I do not know if the core depends on resolved as a final state anywhere * second you have to be aware of this when creating reports * third and foremost, resolved is a single-state, it shouldn't be misused to represent a Flow-decision. To implement it like, for example, the working hours which you can set at resolve-time, would be to much work for me especially as I do not know squad about the internals of RT and it would take a time to learn it ... Has anyone else a solution which would fit fine and does not confuse my users? thanks for your time, best Raimund - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Delegation Issues
Hello Mailinglist, I have an RT and RTIR setup which works (after lots of struggles with the rights system) nicely. The only big issue I have is that the Delegation-System does not seem to work, i googled and searched the WIKI (not much information there) and I found a thread in the mailinglists where developers asked about the usefullness of the Delegation feature, if someone uses ist and they said if nobody stands up for it, they want to get rid of it. So, I hope it has not been abondend? The Problems i experience: I have setup all rights in recursive groups, theres: Team |- DutyTeam | |- DutyTeam X | |- DutyTeam Y | |- DutyTeam ... |- RT Group 1 |- RT Group 2 |- RT Group 3 Each group has different rights and Team has rights for everyone (like DelegateRights, AdministerPersonalGroups, etc.). I can create personel groups and I can administrate them, put members in, etc. BUT the delegation TAB does not show me any rights to delegate. Now if I log in as root, I see some rights, but only a few and they seem to do not make any sense to me, see also these images: root, personal group test, strange rights to delegate: http://www.ubuntu- pics.de/bild/41691/delegate_rights___vimperator_001_2264Yk.png user, personal group raimund2, nothing at all: http://www.ubuntu- pics.de/bild/41693/delegate_rights___vimperator_004_thumb_4Cg998.png Here you can see the group raimund2 exists and has members, etc: http://www.ubuntu- pics.de/bild/41695/editing_membership_for_personal_group_raimund2___vimperator_003_6M3Kn7.png So, is the delegation system working? Does it eventually only work with direct associated rights (which I can not believe ...)? Somehow I really would like to stirup some conversation about this because I find a delegation system very useful. But even if it would work with the personal groups as it seems to be implemented could it not be somehow easier? I realize that the system now is one of flexibility, could there not be a possibility to just say (additional to the implementation now) delegate to these people/groups my rights. As this would be sufficient nearly 95% of the time my clients need to do delegations (basically, for illness, vacation and part-time helpers). Best regards -- Raimund Sacherer - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares -- Raimund Sacherer - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares ___ 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] Set a Ticket and associates to Confidential
Hello Mailinglist. I have a special requirement from our client. There are different groups of tickets, which I clearly can distinguish with queues, but I need the possibility to define a Ticket as confidential. e.g., if there are sensitive log data which should only be known to few people, etc. It has to be more or less hassle free to Operate, so I was thinking: Create a Queue Confidential. This Queue has a group associated where only the administrator (chief of department) is defined. If a Ticket get's into this queue, only the administrator can view/edit it, and he add's the people who should be able to see the ticket as admincc's. Ideally only he and the defined admincc's for this Ticket would be able to view and edit this Ticket. I tried it but it did not work, I assume because the persons do not have the rights. I read alot in the wiki and one thing popped into my head: for a ticket to be shown you need the ShowTicket right to both, the ticket and it's queue. So, how can I easily grant specific persons the ShowTicket right on the confidential queue so they are only able to see *this* ticket (and associated tickets as I want to implement this with RTIR). Or is there another way to define a Ticket (or Inscident/Report/Investigation) confidential? Thanks for help, best regards -- -- Raimund Sacherer - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares ___ 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] RTIR and confidential incidents
) # portinstall www/rt38 3) # portmaster /usr/ports/www/rt38 For more information: read the Handbook. It's here: http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/ Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW -- Message: 4 Date: Mon, 21 Dec 2009 10:37:27 - From: Dave Wells dave.we...@foreshore.net Subject: [rt-users] Issue with Calendar after install of 3.8.7 To: rt-users@lists.bestpractical.com Message-ID: 32dd3ff116be9d458e828da941cf32bbb5f...@exchange01.is.foreshore.net Content-Type: text/plain; charset=WINDOWS-1252 Hi, I am testing at present migrating my system from RT 3.6.5 to 3.8.7. To fill you in on details I did this by: 1. Installing 3.8.7 on new RHEL 5 server 2. copying database from live system to Test system 3. running all the database and schema updates to test system. 4. migrating to ExternalAuth module to enable LDAP logons. 5. Moving across all local customizations of pages. In the process of testing the new test server I have come across an issue with the Calendar module. In the dates section of a ticket if I use the calendar link I get the following error: Can't locate object method new via package DateTime at /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 87. I have DateTime module installed and it is linked to the correct version of Perl. Wed Dec 16 14:58:26 2009: Module DateTime ?? installed into: /usr/lib/perl5/site_perl/5.8.8 ?? LINKTYPE: dynamic ?? VERSION: ?? EXE_FILES: Any help would be most appreciated Thanks Dax -- Message: 5 Date: Mon, 21 Dec 2009 08:06:39 -0500 From: Jason Ledford jledf...@biltmore.com Subject: Re: [rt-users] Help with RT access rights To: Machiel Richards machi...@rdc.co.za, rt-users@lists.bestpractical.comrt-users@lists.bestpractical.com Message-ID: 435cb3214f92fd4e8e5ceeb86a20440240f9115...@mailbox.tbcnet.biltmore.com Content-Type: text/plain; charset=us-ascii Sounds like you have global permissions for either everyone or those specific groups. I would look there first. From: Machiel Richards [mailto:machi...@rdc.co.za] Sent: Monday, December 21, 2009 12:48 AM To: Jason Ledford Subject: RE: [rt-users] Help with RT access rights Hi Jason Sorry for the duplicated messages, had a problem where the messages weren't going through then they released it afterwards. I do have multiple queues, however the clients can still search and it displays all the queues' tickets. From: Jason Ledford [mailto:jledf...@biltmore.com] Sent: 18 December 2009 03:42 PM To: Machiel Richards; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Help with RT access rights Dang, 3 of the same messages :) I am a newb to rt but like to give where I take. Could you use multiple queues to segregate the permissions and tickets? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Machiel Richards Sent: Friday, December 18, 2009 1:49 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Help with RT access rights Hi all I am struggling with RT rights. We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly. I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well. How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets. Your help is appreciated. Regards Machiel -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20091221/e8a56c6b/attachment.htm -- ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 69, Issue 56 -- -- Raimund Sacherer - RunSolutions Open Source It Consulting - Email: r...@runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares ___ http://lists.bestpractical.com/cgi-bin/mailman
