[rt-users] Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
Hi Thomas, a part from using REST, which is undoubtably the best solution for my problem.. Back to the design debate about input validation.. I wrongly talked about the View layer as the place to validate the input. Now I have the correct answer: the right place for that is the Model. A nice example is in CakePHP, where the method 'validate' of the Model class is charged with the input validation. http://api20.cakephp.org/class/model#method-Modelvalidates That's the one and only single point to fix. The backend is a single point to fix, whereas validation might need to happen across multiple views and interfaces. It's true that we may have multiple views that get the same input from the user, but we are likely to have multiple backend functions, that use that same input, as well. So, instead of validating the input in every backend function, it's much cleaner to write those low-level functions assuming the input has already been validated as a precondition. The path of shoving the shell_exec() validation up into the view is lined with awful websites which prohibit special characters in passwords. That's possible, but please don't compare me to one of those. Thanks Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley [t...@bestpractical.com] Inviato: giovedì 3 gennaio 2013 1.08 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] R: R: R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it On 01/02/2013 03:53 PM, Scotto Alberto wrote: Fix problems at the source Exactly. From my point of view, the source is who/what generates the input: the user who fills in a form. So, this is why I say that the input validation should be done around the View layer, while in the back (rt_auth function) I should assume with a precondition that the input is not evil anymore. It's far too easy for the backend function to start being used somewhere where the validation doesn't happen first, and then you're vulnerable again. The backend is a single point to fix, whereas validation might need to happen across multiple views and interfaces. The path of shoving the shell_exec() validation up into the view is lined with awful websites which prohibit special characters in passwords. -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
Yep! That's something I was mumbling about. Thanks to you, I've just given it a try. It's not that easy peasy: REST returns 200 even if you are not authenticated. But you can deduce if you have been auth'd from the HTML page you get, searching for 'span id=not-logged-in ', for example. What about the security point of view of the two methods of auth (my script vs REST)? Assuming RT is reachable via https, can it be any worse than executing a script via ssh? Da: Christian Loos [cl...@netsandbox.de] Inviato: mercoledì 2 gennaio 2013 23.10 A: Scotto Alberto Cc: rt-users@lists.bestpractical.com Oggetto: Re: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file Hi, why not just call in you PHP app https://your-rt-server-url/REST/1.0/ with user and pass as post parameter and check the first line of the response for the status * 200 Ok = successful login * 401 Credentials required = not successful login Chris Am 20.12.2012 12:56, schrieb Scotto Alberto: Hi all, I’m writing a PHP application (a cloud self-service application that lets developers create testing environments and so on) for the company where I also installed RT. For the authentication part, I thought to authenticate users against RT, since the users of my PHP app are a subset of RT’s users. So, I’m down to writing a script (attached) that authenticates a user against RT, to be called from a PHP script. On RT I have RT-Authen-ExternalAuth that connects to LDAP. So in my perl script I’ve had to make two tries: first RT::Authen::ExternalAuth::DoAuth (for domain users); then, if it fails, $user-IsPassword($pass) (for local users). The problem is with RT::Authen::ExternalAuth::DoAuth; instead, the auth of local users with IsPassword always works. If I execute the script as root, it goes smooth. But for security reasons I want to execute it as another user (I created the Unix user “selfservice”, as well as the RT user “selfservice”). Executing the script as this Unix user, DoAuth fails with the following message: /ExternalAuthPriority not defined, please check your configuration file./ What am I missing? Thank you very much! Regards Alberto Scotto Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: R: R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it On 01/01/2013 10:43 AM, Scotto Alberto wrote: Don't know what is the best. I think using preconditions is a strong practice that gives you freedom and lets you avoid duplicate checks. Actually, the preconditions must be documented... So I think that I may go for documenting the precondition in the wiki page (also for simplicity). What do you think? Relying on the input being validated before handed to the function is asking for trouble as soon as the function starts being used in multiple places, some of which may not validate the input. The function should be a black box, and you shouldn't need to know that it's going to pass provided arguments to shell_exec(). Fix problems at the source, not at some more distant location. You'll end up playing whack a mole otherwise. Thomas __ Thanks for your contribution. Fix problems at the source Exactly. From my point of view, the source is who/what generates the input: the user who fills in a form. So, this is why I say that the input validation should be done around the View layer, while in the back (rt_auth function) I should assume with a precondition that the input is not evil anymore. -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
Hi Thomas. First of all, Thank you for your feedback! You are right. Actually, in my mind, that function was supposed to have input validated by some other methods (around the View layer), as a precondition. Now, I think it's a matter of design. Whether - to keep things strictly separate (only the high-level class charged with the input validation) or - to have validation in both layers (maybe with a strong validation in the high-level class and a minimum validation in the function auth_rt) Don't know what is the best. I think using preconditions is a strong practice that gives you freedom and lets you avoid duplicate checks. Actually, the preconditions must be documented... So I think that I may go for documenting the precondition in the wiki page (also for simplicity). What do you think? AS PS: Happy New Year :) Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley [t...@bestpractical.com] Inviato: lunedì 31 dicembre 2012 22.44 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file On 12/27/2012 04:57 PM, Scotto Alberto wrote: I've just shared my script on rt wikia :) http://requesttracker.wikia.com/wiki/Rt-auth-user Any improvements are welcome. For example, I suspect there's a better way to do it (it = authenticating against external auths first, and then the local RT's DB). I'd expect to call only DoAuth, and then it should fall to IsPassword by itself, shouldn't it? Your PHP example has a serious security flaw in it since you use unescaped user input in the call to shell_exec(). Any username which passes your check may be followed by a password which runs arbitrary shell code on your server. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
Oh, thank you, my saviour! I was guessing it was about my lack of knowledge of the library (missing some parameters), so didn't think of the obvious.. Btw, I just had to give my 'selfservice' user read permissions for etc/ files Happy new year to all of you, and thank you all for your support and sharing!! (bestpractical guys in particular; Kevin, in very particular!) Cheers Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Kevin Falcone [falc...@bestpractical.com] Inviato: giovedì 27 dicembre 2012 20.18 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file On Thu, Dec 20, 2012 at 11:56:44AM +, Scotto Alberto wrote: But for security reasons I want to execute it as another user (I created the Unix user selfservice, as well as the RT user selfservice). Executing the script as this Unix user, DoAuth fails with the following message: ExternalAuthPriority not defined, please check your configuration file. Does the selfservice user have access to read your Configuration files and all the RT libraries? -kevin Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
I've just shared my script on rt wikia :) http://requesttracker.wikia.com/wiki/Rt-auth-user Any improvements are welcome. For example, I suspect there's a better way to do it (it = authenticating against external auths first, and then the local RT's DB). I'd expect to call only DoAuth, and then it should fall to IsPassword by itself, shouldn't it? Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] Custom authentication script fails with ExternalAuthPriority not defined, please check your configuration file
Hi all, I'm writing a PHP application (a cloud self-service application that lets developers create testing environments and so on) for the company where I also installed RT. For the authentication part, I thought to authenticate users against RT, since the users of my PHP app are a subset of RT's users. So, I'm down to writing a script (attached) that authenticates a user against RT, to be called from a PHP script. On RT I have RT-Authen-ExternalAuth that connects to LDAP. So in my perl script I've had to make two tries: first RT::Authen::ExternalAuth::DoAuth (for domain users); then, if it fails, $user-IsPassword($pass) (for local users). The problem is with RT::Authen::ExternalAuth::DoAuth; instead, the auth of local users with IsPassword always works. If I execute the script as root, it goes smooth. But for security reasons I want to execute it as another user (I created the Unix user selfservice, as well as the RT user selfservice). Executing the script as this Unix user, DoAuth fails with the following message: ExternalAuthPriority not defined, please check your configuration file. What am I missing? Thank you very much! Regards Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png rt-auth-user Description: rt-auth-user We're hiring! http://bestpractical.com/jobs
[rt-users] Setting ticket properties with SetXXX instead of _Set, but SILENTLY
As Thomas recently pointed out [1], _Set should never be used. Instead, you should use SetXXX public methods. Ok, but what if I need to set some properties without recording a transaction for it, in order not to trigger scrips? http://requesttracker.wikia.com/wiki/WriteCustomAction#How_to_be_silent This is the reading that led me to use mostly _Set in my custom scrip actions. Shoud it be corrected? I think we should al least add a disclaimer like But beware that using _Set may cause strange behaviour. The best would be to put a list of the properties that is safe to set with _Set, and those that are not. If any! For example, I think that Priority, InitialPriority and FinalPriority are safe, as I think they're just a column in Tickets table. While Owner is not safe, as it's not just a column in Tickets table [1] [1] http://www.gossamer-threads.com/lists/rt/users/112479#112479 Thanks Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] R: Setting owner with _Set breaks queries (may be a bug)
Ok, thanks for the explanations. I tried executing an UPDATE statement, but nothing has changed. The TicketSQL query Owner.RealName = 'Nobody in particular' still returns more tickets than it should. Here is the UPDATE, which sets GroupMembers.MemberId with the value in Tickets.Owner: UPDATE Tickets t join Groups g on t.id=g.Instance join GroupMembers m on m.GroupId=g.id SET m.MemberId=t.Owner WHERE g.Domain = 'RT::Ticket-Role' and g.Type = 'Owner' and t.Owner m.MemberId Now the query that looks for tickets where GroupMembers.MemberId differs from Tickets.Owner returns 0 rows: select * from Tickets t join Groups g on t.id=g.Instance join GroupMembers m on m.GroupId=g.id WHERE g.Domain = 'RT::Ticket-Role' and g.Type = 'Owner' and t.Owner m.MemberId; What am I missing? Thank you again Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley [t...@bestpractical.com] Inviato: martedì 9 ottobre 2012 19.14 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it On 10/05/2012 08:15 AM, Scotto Alberto wrote: Very interesting, thank you! Now I understand the relationships. So I think I should correct all the _Set I've used all around in my custom scrips :( Yes, rarely is _Set the right answer. To verify if it finds the errors caused by _Set I searched in the ouput for 2985, which is the number of a ticket affected by the issue. I also searched for 12626, the ID of the owner group associated with that ticket. But none of them are there. rt-validator does not validate or fix this problem. There's a comment in the code: # XXX: check that owner is only member of owner role group PS: (OT) if at every moment the Owner is one and only one, I wonder why you defined a group for role Owner. Maybe in order to have a history of past owners? Or for some code consistency? All access control in RT is based on groups (even individual users have equivalence groups containing only them). The reason Owner is a column on the Tickets table is for historical reasons, performance, and convenience. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] R: R: Setting owner with _Set breaks queries (may be a bug)
It worked tah! Powerful thank you! Great tool rt-validator! Just hope I haven't screwed up all the rest :) Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley [t...@bestpractical.com] Inviato: martedì 9 ottobre 2012 23.29 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] R: Setting owner with _Set breaks queries (may be a bug) Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it On 10/09/2012 11:14 AM, Scotto Alberto wrote: What am I missing? The CachedGroupMembers table, I expect. rt-validator should be able to fix that, I believe. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. 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] Setting owner with _Set breaks queries (may be a bug)
Very interesting, thank you! Now I understand the relationships. So I think I should correct all the _Set I've used all around in my custom scrips :( Talking about correcting the old tickets processed with _Set, I think rt-validator doesn't help, can you please confirm? Here is the output of rt-validator --check: http://pastebin.com/1PTL8mY8 To verify if it finds the errors caused by _Set I searched in the ouput for 2985, which is the number of a ticket affected by the issue. I also searched for 12626, the ID of the owner group associated with that ticket. But none of them are there. Thanks PS: (OT) if at every moment the Owner is one and only one, I wonder why you defined a group for role Owner. Maybe in order to have a history of past owners? Or for some code consistency? Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: giovedì 4 ottobre 2012 18:50 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) On 10/04/2012 04:05 AM, Scotto Alberto wrote: I think I found a bug. Not a bug in RT, only your scrip. :) Looks like _Set doesn’t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Using _Set to change the Owner is incorrect as it only updates the Owner column in the Tickets table. It doesn't also update the Owner role group for the ticket. SetOwner does both. In general you shouldn't be calling private methods (starting with an underscore) from code you write, for reasons just like this. rt-validator may be able to fix your existing tickets, but I haven't checked so I'm not certain. http://bestpractical.com/rt/docs/latest/rt-validator.html Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Setting owner with _Set breaks queries (may be a bug)
Hi all, I think I found a bug. I have a scrip called On closure Auto set owner, which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to Nobody in particular. Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don't: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column Owner is correct (filled with John Doe, not Nobody in particular). Here are the relevant lines of the code of my scrip: # get actor ID my $Actor = $self-TransactionObj-Creator; my $tkt = $self-TicketObj; # try to change owner my ($status, $msg) = $tkt-_Set(Field = 'Owner', Value = $Actor, RecordTransaction = 0); I solved the problem using SetOwner instead of _Set, like this: my ($status, $msg) = $tkt-SetOwner($Actor); With the new code, the tickets whose owner is set by my scrip don't get caught by the query Owner.RealName = 'Nobody in particular'. Looks like _Set doesn't update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For Nobody in particular, the number is 369 (correct); but if I click on this number it generates the query Owner.RealName = 'Nobody in particular' saying Found 706 tickets. The questions are: Should I file a bug? How can I convert the tickets that were processed with the old code? Hope everything is clear Thank you very much! Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png 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] Setting owner with _Set breaks queries (may be a bug)
Joe, Thank for you your quick answer! I’ll take ticket #2985 as an example, which is one of those affected by the issue. The scrip correctly happens in the transaction #38624, “Status changed from 'new' to 'resolved'”, as the (custom) scrip condition is (taken from the DB): | 17 | On closure | If the status is set to inactive | StatusChange| old: initial, active; new: inactive | Status | 1 | 2012-05-30 15:54:19 | 1 | 2012-05-30 15:54:19 | Here is some output from rt.log: [Mon Sep 10 13:24:00 2012] [debug]: About to think about scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Sep 10 13:24:00 2012] [debug]: About to prepare scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177) [Mon Sep 10 13:24:00 2012] [debug]: Found 15 scrips for TransactionCreate stage with applicable type(s) Status for txn #38624 on ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #19 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #35 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #18 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #21 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #27 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #23 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #29 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #37 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #38 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: About to commit scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:197) [Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #34 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Mon Sep 10 13:24:00 2012] [info]: Attempting to auto assign ticket #2985 to user #3444 ((eval 3201):12) [Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #10 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Mon Sep 10 13:24:00 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xe6582b0), id 38624 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6 Attached you can find two queries I’ve just executed in my DB. It shows that the owner is correctly set as the id of the user John Doe. Ø And the chart looks for the resolved transaction to get owner at the time of resolution? I don’t think it’s a matter of transactions, as I think the chart queries tickets, not transactions. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] From: Joe Harris [mailto:drey...@gmail.com] Sent: giovedì 4 ottobre 2012 13:37 To: Scotto Alberto Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket? And the chart looks for the resolved transaction to get owner at the time of resolution? Just a thought. Sent from my mobile device. On Oct 4, 2012, at 7:05 AM, Scotto Alberto al.sco...@reply.itmailto:al.sco...@reply.it wrote: Hi all, I think I found a bug. I have a scrip called On closure Auto set owner, which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to Nobody in particular. Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don’t: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct
Re: [rt-users] share dashboard with a group
You have to grant rights accordingly. See http://requesttracker.wikia.com/wiki/ManualDashboards I’d suggest to go to Tools, configuration, global, group rights, and grant the rights for viewing group dashboards to test_grp Regards Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: martedì 2 ottobre 2012 12:26 To: rt-users@lists.bestpractical.com Subject: [rt-users] share dashboard with a group Hi, I have created a dash board (test_dash) and I have a group called test_grp. Now I want to share this dash with my group. How can I going about doing this Thanks and Regards -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] R: 2. try ;-) Limit user in a perl script
Well, that's normal: you are scanning the whole tickets list again and again,
for every user.
You should invert the nested loops such that you scan the tickets only once.
Something like this (kind of pseudo-code):
my $tickets = RT::Tickets-new($RT::SystemUser);
my @users_with_ticket;
# let's collect all the users who relate to some ticket
while (my $t = tickets-next) {
push @users_with_ticket, $t-Requestor;
push @users_with_ticket, $t-Owner;
# push all the other actors
}
# now, let's take the complement of the set users_with_ticket
my $users = RT::Users-new($RT::SystemUser)
my @users_without_ticket;
while(my $u = $users-next) {
if ($u IS NOT IN $users_with_ticket) push @users_without_ticket, $u;
}
The last loop (just a draft) may still be critical, but considering that, in
your case study, the bigger number is given by the tickets, I think you're
quite safe.
Regards
AS
Da: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] per conto di Björn Schulz
[bjoern.sch...@desy.de]
Inviato: mercoledì 19 settembre 2012 15.48
A: rt-users@lists.bestpractical.com
Oggetto: [rt-users] 2. try ;-) Limit user in a perl script
Hi!
I try to ask again, because on my producton system it takes a very long
time to limit users (7 Minutes !!! per user :-(( ).
I try to search for users with no connections to any ticket and no
connection to any attachments to delete them later.
I can't use rt-shredder directly ;-)
I try this:
...
my $user = RT::User-new($RT::SystemUser);
my $users = RT::Users-new($RT::SystemUser);
my $tix = RT::Tickets-new($RT::SystemUser);
$users-FindAllRows ;
while (my $uid = $users-next ) {
my $tickets = RT::Tickets-new($RT::SystemUser);
$user-Load($uid);
$tickets-FromSQL('
Type = ticket AND
Watcher ='.$user-EmailAddress.'');
Delete_User if ! $tickets-Count();
...
But it takes much time (about 7 minutes per user )
in my system for every user.
~500.000 tickets
~ 61.100 users
Is there a better method to limit the user with no tickets and no
attachments or what am I doing wrong?
Cheers,
Björn
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
Alberto Scotto
Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
--
The information transmitted is intended for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any review,
retransmission, dissemination or other use of, or taking of any action in
reliance upon, this information by persons or entities other than the intended
recipient is prohibited. If you received this in error, please contact the
sender and delete the material from any computer.
Final RT training for 2012 in Atlanta, GA - October 23 24
http://bestpractical.com/training
We're hiring! http://bestpractical.com/jobs
[rt-users] R: Wild Card Question
https://www.google.it/search?q=site%3Alists.bestpractical.com+wildcard Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue Reply] Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di William Culp [culp1...@gmail.com] Inviato: mercoledì 19 settembre 2012 19.44 A: rt-us...@bestpractical.com Oggetto: [rt-users] Wild Card Question Hello Is there a way that I can use a wild card in one of our searches? I have multiple queues that all start with the same character. I would like to search all of those queues without having to modify the search every time I add a new queue. Thanks Bill RT 4.5.5 -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png 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] rt4 log rotation
I did it by configuring /etc/logrotate.conf See man logrotate Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it [Blue] From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Pedro Albuquerque Sent: giovedì 13 settembre 2012 12:22 To: rt-users@lists.bestpractical.com Subject: [rt-users] rt4 log rotation Hi guys, does anyone of you configured log rotation for rt4 logs? thanks, Pedro. -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png 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] [SLA Extension] Can I 'parked' stalled tickets?
Have a look at my customization for parking stalled tickets (actually it works
for SLA 0.05)
http://www.gossamer-threads.com/lists/rt/users/110572
If you make any improvements, please share them :)
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dave Fitches
Sent: venerdì 24 agosto 2012 06:40
To: rt-users@lists.bestpractical.com
Subject: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?
Hi all,
I've been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.
We're using some simple SLA rules - no respond or keepinloop rules, just
resolve rules. Generally, all tickets should be resolved within x Days from
ticket creation.
Eg;
'Normal' = {
Resolve = { BusinessMinutes = 60*8*5,
IgnoreOnStatuses = ['stalled'] }, # Within 5 Working Days
},
We're using Business:Hours to make sure weekend and public holidays aren't
counted.
Jobs start at Priority 0 and via an hourly LinearEscalate Cron job, escalate
to Priority 100 the closer they get to the due date. So a job with a 5 working
day SLA will be at Priority 40 after 2 business days.
Now - as a basic setup, it's all working nicely. (And I'd like to say - I love
the program!)
There's just ONE thing not working the way we'd like and I suspect I've missed
something, so I'd appreciate a second opinion.
You'll notice we've got IgnoreOnStatuses = ['stalled'] in there. If we make
a job and stall it, the priority does NOT advance. All good so far.
However when the job is changed from stalled back to open, it doesn't punch the
Due Date out according to the time it was stalled. So - a job is due 5 days
after it's created. If we stall the job after 4 hours, the priority will freeze
at 10. If we change the job back to open 2 days later, the due date remains
unchanged and the job will still be due in another 2.5 days. Next time the
LinearEscalate cron job runs, the Priority jumps right up to 50.
What we WANT it to do, is - when we un-stall the job 2 days later, we want RT
to automatically extend the Due Date by the same amount of time it was stalled
- in this case, 2 days.
Any thoughts? What've I missed?
--
= Dave Fitches =
.,--__|\.. David Fitches - Security Software Admin
/ |. University of Melbourne - Access Control
\_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
..v... * E-mail : dfitc...@unimelb.edu.au
.. University of Melbourne, Victoria, Australia
___
--
The information transmitted is intended for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any review,
retransmission, dissemination or other use of, or taking of any action in
reliance upon, this information by persons or entities other than the intended
recipient is prohibited. If you received this in error, please contact the
sender and delete the material from any computer.
inline: blue.png
Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?
Sorry, the version of SLA extension shouldn't matter.
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
From: Scotto Alberto
Sent: venerdì 24 agosto 2012 17:01
To: Dave Fitches; rt-users@lists.bestpractical.com
Subject: RE: [SLA Extension] Can I 'parked' stalled tickets?
Have a look at my customization for parking stalled tickets (actually it works
for SLA 0.05)
http://www.gossamer-threads.com/lists/rt/users/110572
If you make any improvements, please share them :)
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com]mailto:[mailto:rt-users-boun...@lists.bestpractical.com]
On Behalf Of Dave Fitches
Sent: venerdì 24 agosto 2012 06:40
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?
Hi all,
I've been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.
We're using some simple SLA rules - no respond or keepinloop rules, just
resolve rules. Generally, all tickets should be resolved within x Days from
ticket creation.
Eg;
'Normal' = {
Resolve = { BusinessMinutes = 60*8*5,
IgnoreOnStatuses = ['stalled'] }, # Within 5 Working Days
},
We're using Business:Hours to make sure weekend and public holidays aren't
counted.
Jobs start at Priority 0 and via an hourly LinearEscalate Cron job, escalate
to Priority 100 the closer they get to the due date. So a job with a 5 working
day SLA will be at Priority 40 after 2 business days.
Now - as a basic setup, it's all working nicely. (And I'd like to say - I love
the program!)
There's just ONE thing not working the way we'd like and I suspect I've missed
something, so I'd appreciate a second opinion.
You'll notice we've got IgnoreOnStatuses = ['stalled'] in there. If we make
a job and stall it, the priority does NOT advance. All good so far.
However when the job is changed from stalled back to open, it doesn't punch the
Due Date out according to the time it was stalled. So - a job is due 5 days
after it's created. If we stall the job after 4 hours, the priority will freeze
at 10. If we change the job back to open 2 days later, the due date remains
unchanged and the job will still be due in another 2.5 days. Next time the
LinearEscalate cron job runs, the Priority jumps right up to 50.
What we WANT it to do, is - when we un-stall the job 2 days later, we want RT
to automatically extend the Due Date by the same amount of time it was stalled
- in this case, 2 days.
Any thoughts? What've I missed?
--
= Dave Fitches =
.,--__|\.. David Fitches - Security Software Admin
/ |. University of Melbourne - Access Control
\_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
..v... * E-mail : dfitc...@unimelb.edu.au
.. University of Melbourne, Victoria, Australia
___
--
The information transmitted is intended for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any review,
retransmission, dissemination or other use of, or taking of any action in
reliance upon, this information by persons or entities other than the intended
recipient is prohibited. If you received this in error, please contact the
sender and delete the material from any computer.
inline: image001.pnginline: blue.png
[rt-users] R: Use Query builder to find tickets which were closed after the became over due
Hi I'm afraid you can't. I've had the same problem, and I solved with some creativity, involving escalation. I decided that FinalPriority = 89 and, once LinearEscalate has brought one's ticket Priority to 89, then a rt-crontool job increments Priority by some value. So, in my searches, I can distinguish overdue/not overdue tickets by Priority, in this way: Priority 89 = overdue Priority = 89 = not overdue Hope this helps. Anyway I'd like to hear other (better) solutions to this problem. Regards Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Shrivallabh Deshmukh [shrivallabh.deshm...@sungard.com] Inviato: venerdì 17 agosto 2012 12.52 A: rt-users@lists.bestpractical.com Oggetto: [rt-users] Use Query builder to find tickets which were closed after the became over due HI. Can I compare 2 fields using query builder? For example, can I do a query which says display all fields which are closed after their due date? Regards, Shrivallabh -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] R: queue disabled but still getting tickets
I think you should also set the permissions at the queue level accordingly. Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Aaron Zuercher [aaron.techge...@gmail.com] Inviato: mercoledì 8 agosto 2012 16.56 A: RT Users Oggetto: [rt-users] queue disabled but still getting tickets I have disabled one of my queues to prevent new ticket submission but new tickets are still showing up. How to I stop this? I don't want to remove the queue because I want to reopen it in a month. I disabled it by going to TOOLS CONFIG QUEUES and unchecking enabled box. Thanks, Aaron -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
Re: [rt-users] How to efficiently filter tickets with LimitXXX methods of RT::Tickets?
I think I got it. RT::Tickets exposes DeleteRestriction, which Takes the row Id of a restriction (From DescribeRestrictions' output, for example. Removes that restriction from the session's limits Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it From: Scotto Alberto Sent: sabato 21 luglio 2012 20:12 To: rt-users@lists.bestpractical.com Subject: How to efficiently filter tickets with LimitXXX methods of RT::Tickets? Hi all, I'm customizing the script http://requesttracker.wikia.com/wiki/RtUnifiedreminder to send a daily report about SLA, with the overdue tickets. I have a series of nested loops, the main is for each QueueAdminCC send the report to him/her. In order to find the overdue tickets that are up to him/her, I'm using RT::Tickets methods: LimitStatus, LimitDue, LimitQueue. Here is the question. Is there a way to cache some parts of filtering so that I don't have to start filtering from the ground but use the results previously computed? If APIs don't give anything specific, I think the only way is cloning the object RT::Tickets after applying the general filters? In the latter case, would you please give me some hints? Sorry for the dumb question, I'm quite n00b with Perl. Thank you all! Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: image001.pnginline: blue.png
[rt-users] R: Marking a Ticket as Read
Hi Tim, there's an option you have to enable in RT_SiteConfig =item C$ShowUnreadMessageNotifications If set to 1, RT will prompt users when there are new, unread messages on tickets they are viewing. =cut Set($ShowUnreadMessageNotifications, 1); Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Tim Gustafson [t...@soe.ucsc.edu] Inviato: mercoledì 25 luglio 2012 17.21 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Marking a Ticket as Read I just upgraded from 3.8 to 4.0, and I notice something missing: when a ticket had new comments on it before, there used to be a link at the top of the page that said show new comments, followed by another one that said show new comments and mark them all as read, or something to that effect. I don't see that anymore, and now I have a bunch of tickets with new comments and no way to mark them as read. Where did this functionality move to? I rely on it to know which of my tickets have had activity since the last time I looked at it. Thanks! -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
Re: [rt-users] Limit Owner dropdown to only privileged users
Take a look at the rights you assigned to the group Everyone You may have granted the OwnTicket right to Everyone, either at a global level (http://fpt-service.fpt.local/Admin/Global/GroupRights.html) or at a queue level (http://fpt-service.fpt.local/Admin/Queues/GroupRights.html?id=XX) This morning I bumped into the same problem. But in my case, this problem affected only one queue: OwnTicket was granted to Everyone at queue level. Hope this helps :) Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Dyas Sent: martedì 24 luglio 2012 15:58 To: rt-users@lists.bestpractical.com Subject: [rt-users] Limit Owner dropdown to only privileged users Hello, RT Version - 4.0.2 The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system. How do I limit the dropdown to only include privileged users? Alternatively, how do I prevent auto creation of unprivileged users? I don't really see the point of users being created automatically when people email in. Thanks, Alex -- View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] How to efficiently filter tickets with LimitXXX methods of RT::Tickets?
Hi all, I'm customizing the script http://requesttracker.wikia.com/wiki/RtUnifiedreminder to send a daily report about SLA, with the overdue tickets. I have a series of nested loops, the main is for each QueueAdminCC send the report to him/her. In order to find the overdue tickets that are up to him/her, I'm using RT::Tickets methods: LimitStatus, LimitDue, LimitQueue. Here is the question. Is there a way to “cache” some parts of filtering so that I don’t have to start filtering from the ground but use the results previously computed? If APIs don't give anything specific, I think the only way is cloning the object RT::Tickets after applying the general filters? In the latter case, would you please give me some hints? Sorry for the dumb question, I'm quite n00b with Perl. Thank you all! Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] R: Backing up RT's configuration files?
Hi Kevin, I think it's enough to back up: - etc/ containing RT's config files - local/ containing all the extensions you added and your own customizations Regards Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Kevin Elliott [kevin_elli...@ci.juneau.ak.us] Inviato: giovedì 12 luglio 2012 19.52 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Backing up RT's configuration files? Hello all. I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system. I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup. What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)? Thanks. -- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905 Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: Backing up RT's configuration files?
A small add: I assumed that all your customizations were made following official guidelines, i.e. putting everything under local/ path. If you are unsure, include lib/ directory in your backup. Moreover, here are two semi-official backup scripts: http://requesttracker.wikia.com/wiki/BackupRTDB http://requesttracker.wikia.com/wiki/BackupRT Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Scotto Alberto [al.sco...@reply.it] Inviato: giovedì 12 luglio 2012 20.13 Fine: Kevin Elliott; rt-users@lists.bestpractical.com Oggetto: [rt-users] R: Backing up RT's configuration files? Hi Kevin, I think it's enough to back up: - etc/ containing RT's config files - local/ containing all the extensions you added and your own customizations Regards Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Kevin Elliott [kevin_elli...@ci.juneau.ak.us] Inviato: giovedì 12 luglio 2012 19.52 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Backing up RT's configuration files? Hello all. I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system. I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup. What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)? Thanks. -- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905 Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: Time Calculation in Search Queries
LastUpdated = '12 hours ago' http://requesttracker.wikia.com/wiki/TicketSQL#Date_Syntax Regards Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Payam Poursaied [m...@payam124.com] Inviato: domenica 8 luglio 2012 16.03 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Time Calculation in Search Queries Hi all One of my colleagues intended to get daily updates on tickets which has been not updated for past 12 hours. I wrote a perl script and used REST interface. Then parse the output and based on the results, email him. The web URL is something like below which I substitute date with current date-time minus 12 hours http://ticket/rt/REST/1.0/search/ticket?query=Queue = 'NOC-Voice' AND ( Status = 'new' OR Status = 'open’ OR Status = 'stalled' ) AND LastUpdated '2012-6-8 16:51' another way came to my mind but I could not completely implement it due to time calculation. In the second way, I intended to create a search and put it into dashboard and subscribe to that dashboard to have it each day in the mailbox. The problem which I could not figure it out, is how to do date calculation in search query, i.e. something like “LastUpdated = NOW() – 12 hours” is there any mechanism like this at all? -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?)
I DID IT Set($SelfServiceRegex, qr!^(?:/+(SelfService|Helpers/Autocomplete)/)!x ); I'm not a perl regex expert at all, but it works! Or so it seems! I'm afraid it's too easy to be correct, so, please, tell me if it's fine. Thank you so much!!! Da: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley [t...@bestpractical.com] Inviato: martedì 29 maggio 2012 14.57 A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] R: Autocomplete feature for unprivileged users (AllowUserAutocompleteForUnprivileged?) On 05/29/2012 08:50 AM, SCOTTO Alberto (Consultant) (FIAT POWERTRAIN TECHNOLOGIES) wrote: Thank you very much for the link! It's a feature very useful for end users, so when I have time, I'll try to figure out how to solve the problem (I see a solution already exists, I'll see if it works on RT4). FWIW, the autocomplete feature only exists in RT 4. I believe the correct workaround is to add /Helpers/Autocomplete/Users and /Helpers/Autocomplete/Owners to the $SelfServiceRegex config option. We're working on a fix which also refactors and tidies up the autocomplete endpoints while we're at it. Thomas Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] R: Extension to allow queue change on creating child ticket
If I understand well, then you didn't search very well: this extension is listed in bestpractical's website! http://bestpractical.com/rt/extensions.html http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm BTW, there is something I don't quite understand about this extension, and I'm gonna ask. The fact is that the child ticket created by the extension does not contain any text of the original request, which doesn't seem very nice to me.. Maybe the idea is to avoid duplicating something memory-expensive as the content of a request. Nevertheless it takes much more for the AdminCC of the new queue to read the request, as he/she has to do more clicks (links, parent). Anyone who noticed this behaviour and improved it? I haven't gone deep on this yet, as I'm on configuring/customizing SLA extension right now Thanks Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Mike Johnson [mike.john...@nosm.ca] Inviato: martedì 12 giugno 2012 22.38 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Extension to allow queue change on creating child ticket Greetings all, I searched for an answer to this, but couldn't come up with anything relevant. Is there an extension out there, or has someone customized their rt to allow you to pick the queue a child ticket gets created in? So we don't have to do a multi-step process to have children tickets on a parent that are in a different queue? Would there be some sort of scrip I could make to do this if there isn't an extension or customization? Any insight on this would be appreciated. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.camailto:mike.john...@nosm.ca -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: [SLA] Custom (and very imperfect) solution for parking stalled tickets
Yep, I think it would be cool.
But you should also help me dealing with assumption #2: I'd like to disallow
the modification of the tickets' attributes involved. Maybe not to everyone;
maybe we could work with ACEs, splitting the ModifyTicket right in ModifyTicket
and ModifyDates, or something like that.
What do you think?
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
Inizio: Ruslan Zakirov [ruslan.zaki...@gmail.com]
Inviato: sabato 9 giugno 2012 13.21
Fine: Scotto Alberto
Cc: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] [SLA] Custom (and very imperfect) solution for parking
stalled tickets
I'm glad if it works for you. Would like to see functionality in extension.
Your solution needs refactoring to be merged. If you like I can guide you and
help put it into shape for merge.
Ruslan from phone.
08.06.2012 2:24 пользователь Scotto Alberto
al.sco...@reply.itmailto:al.sco...@reply.it написал:
Working with the SLA Extension, I came across the problem of stalled tickets:
by default, there is no way to stop the timer for the due date when a ticket
becomes stalled, as stated by the author in
http://www.gossamer-threads.com/lists/rt/users/105845#105845
So I've just implemented a small customization (very imperfect indeed) and I
want to share it with all of you. Feel free to contribute, and please share
your improvements.
First of all, a few assumptions (aka limitations):
- in $RT::ServiceBusinessHours we defined only 'Default' ServiceBusinessHours
- users will not modify the date fields we set, otherwise everything would
screw up
The idea is to move the due date forward as soon as the ticket exits the
stalled status. To compute the new due date we need to know when the tickets
became stalled. So, we first have to save somewhere the time when it became
stalled: we temporarly save it in the Resolved attribute (very dirty, I
know..!), which shouldn't be used while stalled.
This solution includes two actions, two conditions, and two scrips which put
everything together.
Conditions, which you can easily build thanks to sbin/rt-setup-database and the
ExecModule StatusChange:
- on stalled
- on un-stall
Actions (the code is below):
- Set resolved temporarly
- Update due date on un-stall
Scrips:
- On stalled Set resolved temporarly
- On un-stall Update due date
I think the most important improvement would be to avoid the use of the
Resolved attribute as temporary. Instead, it would be better to define a new
private attribute in Ticket.pm; consequently, a new column in the DB, etc.
Of course, I will appreciate any suggestions, comments, etc.
Thanks
AS
Action1. Set resolved temporarly =
my $tkt = $self-TicketObj;
my $id = $tkt-Id;
my $stalled_date = RT::Date-new( $RT::SystemUser );
$stalled_date-SetToNow;
my ($status, $msg) = $tkt-_Set(
Field = 'Resolved',
Value = $stalled_date-ISO,
RecordTransaction = 0
);
unless ( $status ) {
$RT::Logger-error(Unable to set Resolved date to ticket #$id: $msg);
return 0;
}
$RT::Logger-debug(Set Resolved date of ticket #. $id . to .
$stalled_date-ISO);
return 1;
===
Action2. Update due date on un-stall =
my $t = $self-TicketObj;
my $id = $t-Id;
use Business::Hours;
my $now = RT::Date-new( $RT::SystemUser );
$now-SetToNow;
my $bhours = Business::Hours-new();
$bhours-business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } );
my $delta = $bhours-between($t-ResolvedObj-Unix, $now-Unix);
my $new_due = $bhours-add_seconds($t-DueObj-Unix, $delta);
my $due_date = RT::Date-new( $RT::SystemUser );
$due_date-Set(Format = 'unix', Value = $new_due );
# finally set new due date
my ($status, $msg) = $t-_Set(
Field = 'Due',
Value = $due_date-ISO,
RecordTransaction = 0
);
# if the two transitions (*-stalled and stalled-*) take place out of hours,
# in the same interval, then $delta will be 0
if( !($t-DueObj-Diff($due_date)) ) {
$RT::Logger-debug(Unable to set Due date to ticket #$id: new_due_date =
old_due_date . $due_date-ISO);
}
elsif ( !($status) ) {
$RT::Logger-error(Unable to set Due date to ticket #$id: $msg);
return 0;
}
# reset Resolved date
($status, $msg) = $t-_Set(
Field = 'Resolved',
Value = 0,
RecordTransaction = 0
);
unless ( $status ) {
$RT::Logger-error(Unable to reset Resolved date to ticket #$id: $msg);
}
$RT::Logger-debug(Due date updated after un-stalling ticket #. $id );
return 1;
==
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.ithttp://al.sco...@reply.it
www.reply.ithttp://www.reply.it
--
The information transmitted is intended for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
[rt-users] R: [SLA] Custom (and very imperfect) solution for parking stalled tickets
Much better, following KISS rule: we could simply use hidden CFs to store
temporary values!
This way it's much cleaner, isn't it?
The only pain is that I would have to reconfigure ACL, since I used to give
Everyone the SeeCustomField right.
BTW ACL is not much featured at all... In this case it would be great if I
could *deny* the SeeCustomField right for just one specific CF, instead of
having to *grant* the right selectively.
Anyway, IMHO disallowing the update of some of the tickets' attributes is still
useful (e.g. to avoid that malicious AdminCCs set Due date forward) and still
I'd like some help about it.
Thank you,
have a nice week end
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
Inizio: Scotto Alberto
Inviato: sabato 9 giugno 2012 19.38
Fine: Ruslan Zakirov
Cc: rt-users@lists.bestpractical.com
Oggetto: R: [rt-users] [SLA] Custom (and very imperfect) solution for parking
stalled tickets
Yep, I think it would be cool.
But you should also help me dealing with assumption #2: I'd like to disallow
the modification of the tickets' attributes involved. Maybe not to everyone;
maybe we could work with ACEs, splitting the ModifyTicket right in ModifyTicket
and ModifyDates, or something like that.
What do you think?
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.itUrlBlockedError.aspx
www.reply.itUrlBlockedError.aspx
Inizio: Ruslan Zakirov [ruslan.zaki...@gmail.com]
Inviato: sabato 9 giugno 2012 13.21
Fine: Scotto Alberto
Cc: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] [SLA] Custom (and very imperfect) solution for parking
stalled tickets
I'm glad if it works for you. Would like to see functionality in extension.
Your solution needs refactoring to be merged. If you like I can guide you and
help put it into shape for merge.
Ruslan from phone.
08.06.2012 2:24 пользователь Scotto Alberto
al.sco...@reply.itmailto:al.sco...@reply.it написал:
Working with the SLA Extension, I came across the problem of stalled tickets:
by default, there is no way to stop the timer for the due date when a ticket
becomes stalled, as stated by the author in
http://www.gossamer-threads.com/lists/rt/users/105845#105845
So I've just implemented a small customization (very imperfect indeed) and I
want to share it with all of you. Feel free to contribute, and please share
your improvements.
First of all, a few assumptions (aka limitations):
- in $RT::ServiceBusinessHours we defined only 'Default' ServiceBusinessHours
- users will not modify the date fields we set, otherwise everything would
screw up
The idea is to move the due date forward as soon as the ticket exits the
stalled status. To compute the new due date we need to know when the tickets
became stalled. So, we first have to save somewhere the time when it became
stalled: we temporarly save it in the Resolved attribute (very dirty, I
know..!), which shouldn't be used while stalled.
This solution includes two actions, two conditions, and two scrips which put
everything together.
Conditions, which you can easily build thanks to sbin/rt-setup-database and the
ExecModule StatusChange:
- on stalled
- on un-stall
Actions (the code is below):
- Set resolved temporarly
- Update due date on un-stall
Scrips:
- On stalled Set resolved temporarly
- On un-stall Update due date
I think the most important improvement would be to avoid the use of the
Resolved attribute as temporary. Instead, it would be better to define a new
private attribute in Ticket.pm; consequently, a new column in the DB, etc.
Of course, I will appreciate any suggestions, comments, etc.
Thanks
AS
Action1. Set resolved temporarly =
my $tkt = $self-TicketObj;
my $id = $tkt-Id;
my $stalled_date = RT::Date-new( $RT::SystemUser );
$stalled_date-SetToNow;
my ($status, $msg) = $tkt-_Set(
Field = 'Resolved',
Value = $stalled_date-ISO,
RecordTransaction = 0
);
unless ( $status ) {
$RT::Logger-error(Unable to set Resolved date to ticket #$id: $msg);
return 0;
}
$RT::Logger-debug(Set Resolved date of ticket #. $id . to .
$stalled_date-ISO);
return 1;
===
Action2. Update due date on un-stall =
my $t = $self-TicketObj;
my $id = $t-Id;
use Business::Hours;
my $now = RT::Date-new( $RT::SystemUser );
$now-SetToNow;
my $bhours = Business::Hours-new();
$bhours-business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } );
my $delta = $bhours-between($t-ResolvedObj-Unix, $now-Unix);
my $new_due = $bhours-add_seconds($t-DueObj-Unix, $delta);
my $due_date = RT::Date-new( $RT::SystemUser );
$due_date-Set(Format = 'unix', Value = $new_due );
# finally set new due date
my ($status, $msg) = $t-_Set(
Field = 'Due',
Value = $due_date-ISO,
RecordTransaction = 0
[rt-users] SeeGroupDashboard - trying to let group A see group B's dashboards
I'm trying to let group A see group B's dashboards, where A and B are not related as subgroups What I did was: Went to Admin/Groups/GroupRights.html?id=group_b_id Typed 'A' in the field Add group Ticked SeeGroupDashboard right. But it doesn't work. May be some kind of a bug in the ACL system? I'm on RT 4.0.2 Generally speaking, is it correct my interpretation of the ACL user interface, GroupRights.html page? I mean, if I am in Groups/GroupRights.html?id=X, and I select a group on the left, say Everyone, ticking rights means grant Everyone the right to do this or that to Group X, doesn't it? As well as, if I am in Queues/GroupRights.html?id=Y, and I select a group on the left, say Everyone, ticking rights means grant Everyone the right to do something on Queue Y Thanks Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] [SLA] Custom (and very imperfect) solution for parking stalled tickets
Working with the SLA Extension, I came across the problem of stalled tickets:
by default, there is no way to stop the timer for the due date when a ticket
becomes stalled, as stated by the author in
http://www.gossamer-threads.com/lists/rt/users/105845#105845
So I've just implemented a small customization (very imperfect indeed) and I
want to share it with all of you. Feel free to contribute, and please share
your improvements.
First of all, a few assumptions (aka limitations):
- in $RT::ServiceBusinessHours we defined only 'Default' ServiceBusinessHours
- users will not modify the date fields we set, otherwise everything would
screw up
The idea is to move the due date forward as soon as the ticket exits the
stalled status. To compute the new due date we need to know when the tickets
became stalled. So, we first have to save somewhere the time when it became
stalled: we temporarly save it in the Resolved attribute (very dirty, I
know..!), which shouldn't be used while stalled.
This solution includes two actions, two conditions, and two scrips which put
everything together.
Conditions, which you can easily build thanks to sbin/rt-setup-database and the
ExecModule StatusChange:
- on stalled
- on un-stall
Actions (the code is below):
- Set resolved temporarly
- Update due date on un-stall
Scrips:
- On stalled Set resolved temporarly
- On un-stall Update due date
I think the most important improvement would be to avoid the use of the
Resolved attribute as temporary. Instead, it would be better to define a new
private attribute in Ticket.pm; consequently, a new column in the DB, etc.
Of course, I will appreciate any suggestions, comments, etc.
Thanks
AS
Action1. Set resolved temporarly =
my $tkt = $self-TicketObj;
my $id = $tkt-Id;
my $stalled_date = RT::Date-new( $RT::SystemUser );
$stalled_date-SetToNow;
my ($status, $msg) = $tkt-_Set(
Field = 'Resolved',
Value = $stalled_date-ISO,
RecordTransaction = 0
);
unless ( $status ) {
$RT::Logger-error(Unable to set Resolved date to ticket #$id: $msg);
return 0;
}
$RT::Logger-debug(Set Resolved date of ticket #. $id . to .
$stalled_date-ISO);
return 1;
===
Action2. Update due date on un-stall =
my $t = $self-TicketObj;
my $id = $t-Id;
use Business::Hours;
my $now = RT::Date-new( $RT::SystemUser );
$now-SetToNow;
my $bhours = Business::Hours-new();
$bhours-business_hours( %{ $RT::ServiceBusinessHours{ 'Default' } } );
my $delta = $bhours-between($t-ResolvedObj-Unix, $now-Unix);
my $new_due = $bhours-add_seconds($t-DueObj-Unix, $delta);
my $due_date = RT::Date-new( $RT::SystemUser );
$due_date-Set(Format = 'unix', Value = $new_due );
# finally set new due date
my ($status, $msg) = $t-_Set(
Field = 'Due',
Value = $due_date-ISO,
RecordTransaction = 0
);
# if the two transitions (*-stalled and stalled-*) take place out of hours,
# in the same interval, then $delta will be 0
if( !($t-DueObj-Diff($due_date)) ) {
$RT::Logger-debug(Unable to set Due date to ticket #$id: new_due_date =
old_due_date . $due_date-ISO);
}
elsif ( !($status) ) {
$RT::Logger-error(Unable to set Due date to ticket #$id: $msg);
return 0;
}
# reset Resolved date
($status, $msg) = $t-_Set(
Field = 'Resolved',
Value = 0,
RecordTransaction = 0
);
unless ( $status ) {
$RT::Logger-error(Unable to reset Resolved date to ticket #$id: $msg);
}
$RT::Logger-debug(Due date updated after un-stalling ticket #. $id );
return 1;
==
Alberto Scotto
[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it
--
The information transmitted is intended for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any review,
retransmission, dissemination or other use of, or taking of any action in
reliance upon, this information by persons or entities other than the intended
recipient is prohibited. If you received this in error, please contact the
sender and delete the material from any computer.
inline: blue.png
[rt-users] Priority greater than 99
Hi all, I was wondering if setting Priority to a value greater than 99 (max allowed as documented) could bring to some problems. I think it would be useful to escalate overdue tickets incrementing the Priority by 1 every hour. Otherwise a ticket overdue since 10 minutes would have the same priority as one overdue since 10 days. Thanks for any help AS Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] R: Built-in field validation (Priority)
I think this is exactly what you are looking for http://search.cpan.org/dist/RT-Extension-MandatoryFields/ There are also two more specific extensions: http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ http://search.cpan.org/dist/RT-Extension-MandatorySubject/ BTW I suggest you to look through all the extensions you can find here: http://requesttracker.wikia.com/wiki/Extensions and here: http://requesttracker.wikia.com/wiki/Extensions And finally here you can find other contributions (scrips/templates/etc.): http://requesttracker.wikia.com/wiki/Contributions Regards Alberto Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di TheHoboKing [demon_eyes_ky...@hotmail.com] Inviato: lunedì 4 giugno 2012 18.57 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Built-in field validation (Priority) Hello all, Is there a way to validate data entered in one of RT's 'built-in' field (i.e: Priority)? I couldn't find any option to select RT's built-in fields and set any sort of mandatory/validation parameter. I can validate the entered data via a scrip but then I don't know how to force the Update or Create form to be reloaded and display a message stating ['Priority' field must match 'XYZ']. (as it behaves for CustomFields). Thank you -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33959201.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] R: R: Built-in field validation (Priority)
Got it! That mandatory misleaded me .. :) Maybe this could be of some help/inspiration to you: http://requesttracker.wikia.com/wiki/ValidateEmail Besides, there may be some callbacks you may find useful (just supposing): cd /opt/rt4/ find share/html | xargs grep '\-callback' http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks AS Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di TheHoboKing [demon_eyes_ky...@hotmail.com] Inviato: lunedì 4 giugno 2012 23.36 Fine: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] R: Built-in field validation (Priority) Hi Alberto, I've previously looked and installed RT-Extension-MandatoryFields but it only seems to enforce the field(s) to be filled, what I'm looking for is a way to validate the date entered, in my case I'd like to limit Priority to an integer between 0 and 100, anything besides number and past 100 should not be a valid input. Hope it makes things more clear. Thanks! Scotto Alberto wrote: I think this is exactly what you are looking for http://search.cpan.org/dist/RT-Extension-MandatoryFields/ There are also two more specific extensions: http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ http://search.cpan.org/dist/RT-Extension-MandatorySubject/ BTW I suggest you to look through all the extensions you can find here: http://requesttracker.wikia.com/wiki/Extensions and here: http://requesttracker.wikia.com/wiki/Extensions And finally here you can find other contributions (scrips/templates/etc.): http://requesttracker.wikia.com/wiki/Contributions Regards Alberto Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di TheHoboKing [demon_eyes_ky...@hotmail.com] Inviato: lunedì 4 giugno 2012 18.57 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Built-in field validation (Priority) Hello all, Is there a way to validate data entered in one of RT's 'built-in' field (i.e: Priority)? I couldn't find any option to select RT's built-in fields and set any sort of mandatory/validation parameter. I can validate the entered data via a scrip but then I don't know how to force the Update or Create form to be reloaded and display a message stating ['Priority' field must match 'XYZ']. (as it behaves for CustomFields). Thank you -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33959201.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -- View this message in context: http://old.nabble.com/Built-in-field-validation-%28Priority%29-tp33959201p33960783.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
[rt-users] Merge Users History - Broken link on bestpractical's web site
Hi, I noticed that the link to the extension MergeUsersHistory on http://bestpractical.com/rt/extensions.html is broken. Here is the broken link: http://search.cpan.org/dist/RT-Extension-MergeUsersHistory/lib/RT/Extension/MergeUsersHistory.pm Looks like it isn't hosted by cpan anymore..? However the link to the source code is still active, so I was able to download the package and install it. BTW it works like a charm! Thank you ruz!! AS Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
[rt-users] Autocomplete feature for unprivileged users ( AllowUserAutocompleteForUnprivileged?)
Hi all, I can't get the autocomplete email address feature to work for unprivileged people who access the SelfService area. It is correctly set in RT_SiteConfig, as I can also see in RT's web UI, tools system configuration: AllowUserAutocompleteForUnprivileged=1 I'm experiencing this problem both on RT 4.0.2 and 4.0.6. I am starting to think that I misunderstand the meaning of the AllowUserAutocompleteForUnprivileged config! Here is what happens if I login as an unprivileged user and go in the SelfService/Create.html page, as Firebug says: as I type a bunch of characters in the requestors or cc field, RT returns a 302 HTTP status code (found), and then redirects me to SelfService/ Any help appreciated. Thank you Alberto Scotto Information Technologies Consultant FIAT POWERTRAIN TECHNOLOGIES S.p.A. Corso Settembrini 167, 10135 Torino, Italia
[rt-users] Charts displaying only sometimes (GD problem?)
Hi all, I'm having problems with charts, both bar and pie charts. Little context: created new dashboard and new saved search (privately at group-level); trying to display a nice report in the form of a bar chart. It happens that *under certain conditions* RT doesn't show any chart. Actually apache does not generatereturn the image, as if I point Chrome to the link of the image [1], then it returns Error 324 (net::ERR_EMPTY_RESPONSE) The server closed the connection without sending any data. Up to now I found the following conditions (not excluding each other) that influence the displaying or not of a chart: - type of chart (bar vs. pie) - domain on X axis (queue/owner name/owner email address/etc.) - language set in the user preferences - user logged in Eg. given chart A: - if I login with user1 it shows, but with user2 it does not; - given a user, if I select bar,queue it doesn't show, but bar, CreatorNickname works - given a user and a certain pair type_of_chart, domain_on_x_axis, it works if I turn to English from user preferencies; it doesn't if I select Italian - and so on... I'm using RT 4.0.2 (never upgraded, it's a fresh install) on Red Hat Enterprise Linux AS release 4 (Nahant Update 2) with Apache/2.0.52, mod_perl ??, GD::Graph 1.44, glibc-2.3.4-2.13 CLUES: 1a. as soon as my browser asks for the image and RT doesn't generate it, RT prints in /opt/rt4/var/log/apache2.error the following 2 lines: *** glibc detected *** free(): invalid pointer: 0x0dd16764 *** [Wed Nov 23 16:38:23 2011] [notice] child pid 10963 exit signal Aborted (6), possible coredump in /tmp/apache_core_dumps 1b. There's something more. Here's what apache's core dump says (resulting from the commands gdb /usr/sbin/httpd /tmp/apache_core_dumps/core.22613 + bt full): #0 0x0096c7a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2 No symbol table info available. #1 0x006a07d5 in raise () from /lib/tls/libc.so.6 No symbol table info available. #2 0x006a2149 in abort () from /lib/tls/libc.so.6 No symbol table info available. #3 0x006d440a in __libc_message () from /lib/tls/libc.so.6 No symbol table info available. #4 0x006dab3f in _int_free () from /lib/tls/libc.so.6 No symbol table info available. #5 0x006daeba in free () from /lib/tls/libc.so.6 No symbol table info available. #6 0x00cb2a57 in gdFree () from /usr/lib/libgd.so.2 No symbol table info available. #7 0x00be9c36 in XS_GD__Image_png (my_perl=0x9b85a98, cv=0xa875550) at GD.xs:944 data = (void *) 0xcec9a44 size = 3545 level = Variable level is not available. 2. after enabling logging by adding Set($LogToFile, debug) to RT_Site_Config.pm, I noticed the following message in rt.log: [Wed Nov 23 10:56:18 2011] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: [...] at /opt/rt4/sbin/../lib/RT/Config.pm line 542. (/opt/rt4/sbin/../lib/RT/Config.pm:543) Clue #2 doesn't sound a good one to me, though. In fact I am trying to display charts not graphs! I read about showing relationships between tickets [2], but I'm not interested in that! Just wanted to extract some nice monthly reports as bar charts :) Then, I should not need to install Graphviz, should I? Here's what I tried to do: - clean mason cache (more than once) - clean browser's cache (more than once) - reinstalled GD::Image (with cpan 'force install') - added Set($DisableGD, undef) to RT_Site_Config.pm, as well as Set($DisableGD, 0) According to clue#1b it's GD that breaks everything (at GD.xs:944). Can you confirm my interpretation is correct? If so, maybe I could go for a reinstall of GD..? Otherwise I could upgrade glibc, to what version? Nevertheless, I *feel* like it's a cache problem, server-side. Not client-side because cleaning browser's cache doesn't help. I don't know if there exists a server-side cache in RT other than mason cache(which I already cleaned), however it's my own best explanation. In fact, if it were glibc or GD, I should never ever get any charts then! While sometimes I do! Can anyone point me in the right direction? Thank you very much in advance. Alberto [1] http://mydomain.com/Search/Chart?Class=RT%3A%3ATicketsFormat=Query=(%20Queue%20%3D%20'EstesaP'%20OR%20Queue%20%3D%20'EstesaI'%20)%20AND%20Created%20%3E%20'-30%20days'Rows=10SavedSearchId=RT%3A%3AGroup-126-SavedSearch-33SearchType=ChartShowNavigation=0hideable=1 [2] http://www.gossamer-threads.com/lists/rt/users/91783#91783 PS: If you need more examples/tests/information for debugging, please ask me. -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in
