Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?
Hey Stephen, * We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the display problem is to rewrite some of the widgets to only include the desired * queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users RT At A Glance with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and * somehow instruct RT to use them as the home screen? If all your users are seeing all of your queues youre doing it wrong ;-) Its been a while since I set this up for our site, but assuming that you have your users properly assigned to departmental groups, you can give the view queue privilege per queue to whichever group needs to see that queue in admin queue => group rights. Then make sure that the system groups/roles dont have that privilege. Be prepared to logout/login frequently while you figure this out ;-) A basic setup might look something like this: System rights: Everyone: comment, create, reply to tickets (nothing else). This is needed so that Fred Customer can create a ticket via email without being set up in RT. Privileged/Unprivileged: nothing its already covered by everyone. Roles: Nothing allowed per Role we do this via user groups User Groups: dept/customer: View Queue, Summaries admins: View Queue, lots of privileges but it really depends on what youre trying to do. Were an IT shop so we have at least one queue per customer, and the guys who work with me have the rights (if not the inclination ;-)) to do most anything. When you share RT across multiple departments your requirements might force you to be a bit more restrictive when giving out privileges. Just remember that RT might cache permissions for the duration of a session. MfG, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] RT mailgate
Lorraine Johnson wrote: * I noticed that mails sent outside rt are not being delivered in the system. I think my RT- mailgate is not working. Autopreply messages are also not being received. * * Kindly help if you have an idea. * * thank you You’ve got the function of rt-mailgate backwards – it’s only responsible for delivering mail to RT; not for sending it. There are many possible causes why mails supposedly sent by RT are not reaching their intended recipients. Are you using the local mail system of the box you’re running RT on to deliver outgoing mail? If so, start by verifying that it is working as intended by sending mail from the command line. Check the local mail logs to see whether your mails are getting rejected. If your primary mail hub is on a different system and you’re using its mail domain, make sure that you’re not getting rejections because your RT box is not listed as a trusted sender in your domain’s SPF policy. MfG, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] rt-mailgate in lab environment stopped working
Hi, Stephen Cena asked: * Ive been beating my head against this for days now and cant figure this out. I original had * (as much as possible) a clone of our production environment in a lab. I reached a point * where I was forced to re-IP the lab environment which went well. Now, rt-mailgate * simply doesnt work. Outbound mail does work (postfix). If I use the /etc/aliases file for * commands like I usually to, fetchmail attempts to contact an SMTP server for local * delivery. If I actually embed the rt-mailgate command inside fetchmailrc I now get * http request failed: 500 cant connect to SERVER:80. Web server logs may have more * info. I cant find anything. Well, that error message is pretty clear when fetchmail tries to spawn rt-mailgate, that process cant connect to RT. You should replace SERVER:80 in your fetchmailrc with the URL youre using to connect to RT in your browser. HTH, Thoomas smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] MySQL backups of RT 4.4.1 truncated
Hi Stephen, > It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database server > MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at > ~18GB when the database is easily 20GB. Good to hear. Does your my.cnf file not have a "[mysqldump]" section? That's where mysqldump looks for its settings. If you run "mysqldump --help", it'll tell you where it looks for that ini file, and further down it'll tell you what it's actually using settings-wise. Oh, and make sure that you only have one of those ini files, so that one doesn't overwrite the settings in the other ;-) MfG, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] MySQL backups of RT 4.4.1 truncated
Hi Stephen, Am 19.01.2017 um 13:33 schrieb Cena, Stephen (ext. 300): > I had that issue initially, and changed the value to 64MB. It was > originally 4MB, then I increased it to 16MB, it’s been at 64MB for some > time. You can check your RT database to see whether 64MB is enough by running select max(OCTET_LENGTH(Content)) from Attachments; in the context for your RT4 database. If that query comes up with anything above 48MB, I'd raise that variable to a suitably higher value. MfG, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim
Re: [rt-users] MySQL backups of RT 4.4.1 truncated
Hello Stephen, just a stab in the dark, but could you please check the value set for max_allowed_packet in the mysqldump section of /etc/mysql/my.cnf (or whatever your my.cnf file is named)? If you try to dump mysql objects that are larger than this size, mysqldump will stop; probably with a message like mysql server has gone away. You can raise that value for mysqldump just by editing that file; no server restart is required. HTH, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Cena, Stephen (ext. 300) Gesendet: Mittwoch, 18. Januar 2017 18:23 An: 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com> Betreff: Re: [rt-users] MySQL backups of RT 4.4.1 truncated I just ran a test with the attachments table ignored, and the backup worked perfectly. As a sanity check, I also ran mysqlcheck on the schema & no errors were found. Should I split my backup job into two pieces, or is there a better way to get a backup all in one shot? -- Message: 4 Date: Wed, 18 Jan 2017 13:54:57 + From: "Cena, Stephen (ext. 300)" <s...@qvii.com <mailto:s...@qvii.com> > To: "'rt-users@lists.bestpractical.com'" <rt-users@lists.bestpractical.com <mailto:rt-users@lists.bestpractical.com> > Subject: [rt-users] MySQL backups of RT 4.4.1 truncated Message-ID: <87f81e27495dc8489147e34a4152e268a4950...@mailstore2010.ogp.qvii.com <mailto:87f81e27495dc8489147e34a4152e268a4950...@mailstore2010.ogp.qvii.com> > Content-Type: text/plain; charset="us-ascii" I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are being "truncated" after the attachments table (~18-19GB). After reviewing your documentation (https://docs.bestpractical.com/rt/4.4.1/backups.html) I realized my mysqldump command was incorrect. I'm working in a lab environment now to see how I can optimize/change my script to more closely match yours. The only thought I have right now is to exclude the data from the AttachmentsIndex as that would get rebuilt on restoration anyways. Is there any other reason that the backup would just "stop" after the attachment table? I apologize if this is beyond the scope of the forums thread. Thank you in advance! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com <mailto:hd-gene...@qvii.com%3cmailto:hd-gene...@qvii.com> <mailto:hd-gene...@qvii.com> To report email issues: postmas...@qvii.com <mailto:postmas...@qvii.com%3cmailto:postmas...@qvii.com> <mailto:postmas...@qvii.com> Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: <http://helpdesk.ogp.qvii.com> http://helpdesk.ogp.qvii.com or email: <mailto:hd-gene...@qvii.com> hd-gene...@qvii.com To report email issues: <mailto:postmas...@qvii.com> postmas...@qvii.com smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] Using DBI for DB2 connection in scripts?
Hello Alex, Am 27.12.2016 um 22:54 schrieb Alex Hall: Hello list, I've just gotten a DSN to our iSeries working on the same server that hosts RT. Next, I'll be making a script to auto-set a custom field with a value pulled from that iSeries based on another field. This way, for instance, you can make a ticket with the order number in a CF, and the customer rep gets added to the ticket. The rep comes from the iSeries. What I'm wondering is whether the DBI module in RT can already do this? Can I give it a DSN and some SQL, then get the results? Or do I need to install a separate database Perl module and use that? I know next to nothing about Perl, let alone how to use it to talk to databases, so this may be a stupid question. Still, I thought it worth asking; if the DB module that RT already uses can do this, there's no need to install another one. Side note: if anyone has ever dealt with DB2 from Perl in RT before, any other suggestions or warnings you can offer will be appreciated. Thanks. DBI is a database abstraction layer; the real work is done by database secificy DBD modules, i.e. DBD::MySQL, DBD::Pg, ... So the good news is that there is a DBD::DB2 module: http://search.cpan.org/~ibmtordb2/DBD-DB2/ The bad news is that you'll likely have to "roll your own" and that the CPAN page list a number of open bugs for it. Maybe the following document can help to get you started: http://www-01.ibm.com/support/docview.wss?rs=71=swg21297335 Before you start, you should make sure that you know which perl interpreter your RT was built against. If you did an install from source and did not set a $PERL environment variable, you should be fine working with the system default perl. HTH, Thomas --- Diese E-Mail wurde von Avast Antivirus-Software auf Viren geprüft. https://www.avast.com/antivirus
Re: [rt-users] Best file layout for Centos7 + apache
Hello Duncan, Am 07.05.2016 um 18:47 schrieb Duncan Morgan: Thanks Bill. So what you are saying is don't make any configuration changes as far as file locations and put everything in the doc root? Isn't /var/www what the Apache server uses as its default DocumentRoot? I would certainly not recommend that path or any of its subdirectories as an RT installation root - if only to make absolutely sure that you don't expose your configuration that way when somebody manages to access the default VHost. Instead, I'd move the installation to /opt - i.e. use --prefix=/opt/rt4 or somesuch when running configure. Then make a separate Apache vHost with DocumentRoot "/opt/rt4/share/html" That way, accesses to the default vHost of Apache will go to the default pages in /var/www, and the accesses for the web elements of RT will go into a subdirectory of your RT installation. HTH, Thomas -- Just my $0.02 --- Diese E-Mail wurde von Avast Antivirus-Software auf Viren geprüft. https://www.avast.com/antivirus - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Problem with translation - different translation of the english word 'open' regarding the context
Hi, Am 19.09.2014 13:37, schrieb markus.wildb...@eu.magna.com: Since the update to 4.2.7 i figured out, that there is a new issue regarding the (german) translation. For the ticket-status, open has to be translated to offen. On the other hand, in the Self-Service area, open hast o be translated to offenen because of the context Meine offenen Tickets (My open tickets). Is there a possibility to fix this problem? Is it possible to translate the same english word differently? As I remember, there was a change coming in 4.2.7 regarding a translation issue in the SelfService pages (commit 1d0b91823db7856be3727fd351a3d7d3d5a9a2c5). The translation template has both open and my open tickets, so there's no problem. As far as I can tell Launchpad already has the corrected translations since September 9th. Until the next RT release you could just download the current *.po file from there and replace the one in the RT installation. HTH, Thomas -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Fail over Cie How you do it
Salut, Am 06.11.2013 14:59, schrieb Albert Shih: Hi, For one time not exactly a technical question. Long time ago when first time I install a RT it's for my own use. After that the « virus » spread to my team. Now all IT team use RT. They are some project to extend RT to other services. That's mean progressively RT become a very important software. But in that case how you manage to do some upgrade, maintenance, etc.. If I take the « mail » example, it's « easy » to make a upgrade/maintenance of mai-server because we don't loose any mail. If the smtp server is down, all MTA known to keep mails in the queue. If RT is down, all request go to a blackhole. Until now what I'm doing is to change the aliases tables before update request -- RT to request -- somebody@ and when RT come back, I push the ticket manually. But that's is possible because I don't have so much ticket. So my question is when you RT is very important how you do the failover/upgrade/maintenance. We're running RT on a dedicated machine, so the local mail server on that box is only responsible for handing off mails to rt-mailgate. When we're doing upgrades, we're using iptables firewall rules to block incoming external smtp connections - we can still send test mails to see wether ticket creation works locally, but mail from other systems will not be delivered until we remove the blocking rules. If you want to be 100% sure of not losing any mail, just set up another mail system to act as a secondary MX for your RT mail domains - that way you can be sure the mails are held as long as needed. As for upgrading - best practise is probably to set up a staging system that's mostly identical to the production system, then try out the upgrade on the staging system before you do it on the production system. Always make a backup of your database, RT installation and site_lib Perl tree before doing RT upgrades. HTH, Thomas
Re: [rt-users] MergeUsers patch
Nathan Cutler asked: Hi Ruslan: Thanks for the MergeUsers patch you provided awhile back. Do I need to do anything special (pull request, etc.) to get this accepted upstream, or will you take care of it? He has already uploaded it to CPAN: rt:~/.cpan/build/RT-Extension-MergeUsers-0.11-MGX37G# head -5 Changes 0.11 Tue Sep 10 14:42:46 MSK 2013 * For every merged user in a collection one user at the end of the collection was skipped, for example in owners drop down, admin interface or in autocompletion lists. Cheers, Thomas
Re: [rt-users] Fwd: How to list all enabled users in Perl script?
Hello Ruslan, Can you test the following patch? This seems to fix the problem with Nathan's script aswell as mine where my user didn't show up in modify ticket. Thank you for your help! Cheers, Thomas
Re: [rt-users] Fwd: How to list all enabled users in Perl script?
Hi, Nathan Cutler wrote: Find `sub Next` in lib/RT/Extension/MergeUsers.pm, put logging or printing debug statements there to check what is going on. OK, I'll try that. I ran some more tests on my testing RT instance. Here's what I just found out: When no users are merged, the script produces the same output (same users, same number of users) as the SELECT statement. When I then go and merge a single user into another user, the number of users produced by the script decreases by *two* -- the merged user *plus* the alphabetically last user. I can reproduce this on our installation (RT 4.0.17). I suspect it's also the cause for the problem I reported earlier last week - while logged in as a merged user, my user wouldn't show up as potential owner when modi fying a ticket. It's not a rights problem in my case since this user can take any ticket. I did try to trace the problem in the code, but I got lost in the vast wilderness of DBIx::SearchBuilder subclasses ;-) MfG, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim
[rt-users] RT 4.0.17 and RT::Extension::MergeUsers 0.10 = merged user not in Basic - Owner list
Hi, I've just installed MergeUsers for the first time to address the usual multiple email problem, and I'm seeing a weird problem when trying to change the ownership of a new ticket via the Basics properties page. In order to test the MergeUsers functionality, I have added a new user to our RT, which I merged to my primary RT account. Since that moment, my account doesn't show up in the owner dropdown on the basic properties page anymore - not even after unmerging the new account. It's not a privilege problem, because I can still use take to take ownership of a ticket. When logged in as a different user, who hasn't been touched with the new extension, that user does shows up in the owner dropdown. Is this a known problem? Since the README mentions a new user iterator, could that be the source of the problem? Cheers, Thomas
