[rt-users] RT in Google cloud?
Has anyone done anything with RT on Google Cloud? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] AD integration for external auth
I'm coming back to RT after a few years. I am trying to set up external
auth against our AD server.
I have a working implementation for mediawiki, so I know that it's
possible on our system. As far as possible I've duplicated the options
from mediawiki/php to rt/perl, but I am still missing something
important as all login attempts get rejected with a NoUser.
The only thing that I find different (and I'm searching my memory from a
few years ago when I set up mediawiki) there is a line where the user
name is pre-pended with the domain for AD:
$wgLDAPSearchStrings = array( 'HPM' = HPM\\USER-NAME );
And I can't find anything like that in the RT config.
Does anyone have a working AD external auth they can share?
Thanks.
Here's the logfile snippet:
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Attempting to use external
auth service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Calling UserExists with
$username (yans) and $service (My_LDAP)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: UserExists params:
username: yans , service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: LDAP Search === Base:
ou=Staff,dc=hpm,dc=net == Filter:
((objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: User Check Failed :: (
My_LDAP ) yans User not found
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Autohandler called
ExternalAuth. Response: (0, No User)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[4835] [Tue Jul 7 15:17:14 2015] [error]: FAILED LOGIN for yans from
10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
And here's the setup in RTSiteConfig.pm:
Plugin('RT::Authen::ExternalAuth');
Set($ExternalAuthPriority, [ 'My_LDAP' ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server' = 'file_print.hpm.net',
# By not passing 'user' and 'pass' we are using an
anonymous
# bind, which some servers to not allow
'base' = 'dc=hpm,dc=net',
'filter' = '(objectClass=inetOrgPerson)',
# Users are allowed to log in via email address or account
# name
'attr_match_list' = [
'Name',
# 'EmailAddress',
],
# Import the following properties of the user from LDAP
upon
# login
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
'WorkPhone'= 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State'= 'st',
'Zip' = 'postalCode',
'Country' = 'co',
},
},
} );
Re: [rt-users] AD integration for external auth
What format do you use for the username?
When I try hpm\yans which should, in theory, work, I get:
[5367] [Tue Jul 7 17:07:28 2015] [debug]: LDAP Search === Base:
dc=hpm,dc=net == Filter: ((objectClass=*)(sAMAccountName=hpm\5cyans))
== Attrs: sAMAccountName,mail
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
Notice the mangled sAMAccountName=hpm\5cyans . If this is what it is
searching for, then we have a problem. :)
--Yan
On 7/7/2015 11:57 AM, Trev wrote:
This may help:
http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner y...@seiner.com
mailto:y...@seiner.com wrote:
I'm coming back to RT after a few years. I am trying to set up
external auth against our AD server.
I have a working implementation for mediawiki, so I know that it's
possible on our system. As far as possible I've duplicated the
options from mediawiki/php to rt/perl, but I am still missing
something important as all login attempts get rejected with a NoUser.
The only thing that I find different (and I'm searching my memory
from a few years ago when I set up mediawiki) there is a line
where the user name is pre-pended with the domain for AD:
$wgLDAPSearchStrings = array( 'HPM' = HPM\\USER-NAME );
And I can't find anything like that in the RT config.
Does anyone have a working AD external auth they can share?
Thanks.
Here's the logfile snippet:
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Attempting to use
external auth service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Calling UserExists with
$username (yans) and $service (My_LDAP)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: UserExists params:
username: yans , service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: LDAP Search === Base:
ou=Staff,dc=hpm,dc=net == Filter:
((objectClass=inetOrgPerson)(sAMAccountName=yans)) == Attrs:
cn,co,telephoneNumber,l,postalCode,streetAddress,st,sAMAccountName,mail
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: User Check Failed :: (
My_LDAP ) yans User not found
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:483)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Autohandler called
ExternalAuth. Response: (0, No User)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)
[4835] [Tue Jul 7 15:17:14 2015] [error]: FAILED LOGIN for yans
from 10.10.30.51 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:810)
And here's the setup in RTSiteConfig.pm:
Plugin('RT::Authen::ExternalAuth');
Set($ExternalAuthPriority, [ 'My_LDAP' ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server' = 'file_print.hpm.net
http://file_print.hpm.net',
# By not passing 'user' and 'pass' we are using an
anonymous
# bind, which some servers to not allow
'base' = 'dc=hpm,dc=net',
'filter' = '(objectClass=inetOrgPerson)',
# Users are allowed to log in via email address or
account
# name
'attr_match_list' = [
'Name',
# 'EmailAddress',
],
# Import the following properties of the user from
LDAP upon
# login
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
'WorkPhone'= 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State'= 'st',
'Zip' = 'postalCode',
'Country' = 'co',
},
},
} );
Re: [rt-users] AD integration for external auth
I'm kicking this back to the list only. I've been going round and round
with this and I have some more information, but still not a solution.
ldapsearch works:
ldapsearch -H ldap://file_print.hpm.net -b dc=hpm,dc=net -s sub
(sAMAccountName=yans) -D 'HPM\yans' -x -W uid
But notice that I need to use either 'HPM\yans' for the user or the
older 'y...@hpm.net' for the system to allow me to bind to the ldap
server. The way we're set up, any user can bind to the server with
valid credentials, but anonymous binds are not allowed.
But the way ExternalAuth is set up, I have to provide the ldap userid
and password, which in our system would be a real user.
'user' = 'rt_ldap_username',
'pass' = 'rt_ldap_password',
Is there any way to get ExternalAuth to use the credentials entered in
the login to bind to the ldap server?
(As near as I can figure, the LDAPImport extension imports the userids
from ldap, which is not what I need. I need to authenticate against AD
in realtime.)
--Yan
On 7/7/2015 1:32 PM, Trev wrote:
Sorry about that, review the blog entry I sent you prior. I do see I
did add that plugin, again, it's been a while since I wrestled with
LDAP authentication. So, I threw my working config with notes, into
that blog.
On Tue, Jul 7, 2015 at 1:30 PM, Trev tre...@onepost.net
mailto:tre...@onepost.net wrote:
Use -- Plugin( RT::Extension::LDAPImport );
Note the configuration I linked to you prior.
I had some issues with limited functionality using
Plugin('RT::Authen::ExternalAuth').. it's been a while actually, I
may not even have had that extension working.
On Tue, Jul 7, 2015 at 1:28 PM, Trev tre...@onepost.net
mailto:tre...@onepost.net wrote:
If you mean during the login via RT Gui -- username is,
sAMAccountName. THere shouldn't be any need to prefix with the
domain as the domain is already be queried.
On Tue, Jul 7, 2015 at 1:24 PM, Yan Seiner y...@seiner.com
mailto:y...@seiner.com wrote:
What format do you use for the username?
When I try hpm\yans which should, in theory, work, I get:
[5367] [Tue Jul 7 17:07:28 2015] [debug]: LDAP Search
=== Base: dc=hpm,dc=net == Filter:
((objectClass=*)(sAMAccountName=hpm\5cyans)) == Attrs:
sAMAccountName,mail
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
Notice the mangled sAMAccountName=hpm\5cyans . If this is
what it is searching for, then we have a problem. :)
--Yan
On 7/7/2015 11:57 AM, Trev wrote:
This may help:
http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html
On Tue, Jul 7, 2015 at 11:24 AM, Yan Seiner
y...@seiner.com mailto:y...@seiner.com wrote:
I'm coming back to RT after a few years. I am trying
to set up external auth against our AD server.
I have a working implementation for mediawiki, so I
know that it's possible on our system. As far as
possible I've duplicated the options from
mediawiki/php to rt/perl, but I am still missing
something important as all login attempts get
rejected with a NoUser.
The only thing that I find different (and I'm
searching my memory from a few years ago when I set
up mediawiki) there is a line where the user name is
pre-pended with the domain for AD:
$wgLDAPSearchStrings = array( 'HPM' =
HPM\\USER-NAME );
And I can't find anything like that in the RT config.
Does anyone have a working AD external auth they can
share?
Thanks.
Here's the logfile snippet:
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Attempting
to use external auth service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: Calling
UserExists with $username (yans) and $service
(My_LDAP)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: UserExists
params:
username: yans , service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[4835] [Tue Jul 7 15:17:14 2015] [debug]: LDAP
Search === Base: ou=Staff,dc=hpm,dc=net == Filter:
((objectClass=inetOrgPerson)(sAMAccountName=yans
[rt-users] Upgrade to 4.05 broke search editing
We recently upgraded from 4.02 to 4.05. This has broken our ability to
edit our custom searches.
We can still use the searches, and they produce valid results, we just
cannot edit them and cannot create new searches.
Here's an example of an existing search:
Queue = 'Water Close-Out' AND CF.{Work-State} = 'Pending Invoices'
It produces the correct results when run. However, when we try to edit
it, it produces the following error when we try to use advanced editing:
Wrong query, expecting a OPERATOR in 'Queue = 'Water Close-Out' AND
CF.{Work-State}--here = 'Pending Invoices''
And if we try to create a new search, it refuses to accept the
CF.{Work-State} = 'Pending Invoices'
From looking at the behavior, the sql editor in 4.05 is having trouble
with the '-' in Work-State. Is this illegal RT-SQL or is the editor in
4.05 broken?
--
On two occasions I have been asked,—Pray, Mr. Babbage, if you put into
the machine wrong figures, will the right answers come out? ... I am not
able rightly to apprehend the kind of confusion of ideas that could
provoke such a question.
—Charles Babbage, Inventor of the computer, 1864
Re: [rt-users] Upgrade to 4.05 broke search editing
On Tue, April 17, 2012 9:28 am, Thomas Sibley wrote:
On 04/17/2012 12:02 PM, Yan Seiner wrote:
Wrong query, expecting a OPERATOR in 'Queue = 'Water Close-Out' AND
CF.{Work-State}--here = 'Pending Invoices''
And if we try to create a new search, it refuses to accept the
CF.{Work-State} = 'Pending Invoices'
From looking at the behavior, the sql editor in 4.05 is having trouble
with the '-' in Work-State. Is this illegal RT-SQL or is the editor in
4.05 broken?
'CF.{Work-State}' = 'Pending Invoices'
The single quotes do solve one of the problems but on further testing it
seems to be an editor problem. Not sure if this was in 4.02 as well.
To reproduce:
Tickets - New Search
Select Queue
click on Add These Items
Select a Work-State
Click on Add These Items
The correct search will appear in the Current Search pane:
Queue = 'Water Close-Out' AND 'CF.{Work-State}' LIKE 'Pending Drawings
Reconciliation'
However, on clicking on the Advanced tab it only shows the Queue =
part.
Now:
Tickets - New Search
Select Queue
Select Work-State
Click on Add These Items
Again, the correct search will appear in the Current Search pane, and
clicking Advanced brings up the whole search.
'CF.{Work-State}' LIKE 'Pending Drawings Reconciliation' AND Queue =
'Water Close-Out'
The only thing I can think of is that the order of the search items is
reversed. This is reproducible both in Firefox and Chrome.
Our old searches that lead with the Queue = 'xxx' and are followed by
the CF{Work-State} are failing to edit using the advanced tab.
--
On two occasions I have been asked,—Pray, Mr. Babbage, if you put into
the machine wrong figures, will the right answers come out? ... I am not
able rightly to apprehend the kind of confusion of ideas that could
provoke such a question.
—Charles Babbage, Inventor of the computer, 1864
Re: [rt-users] Upgrade to 4.05 broke search editing
On Tue, April 17, 2012 10:35 am, Thomas Sibley wrote: On 04/17/2012 01:23 PM, Yan Seiner wrote: However, on clicking on the Advanced tab it only shows the Queue = part. I can't reproduce this. Have you cleared your mason cache since upgrading? What local customizations do you have? (Particularly with regard to the menus.) Right in one. I had a html/Elements/Tabs in my local tree from 4.02. Seems to be fixed now. -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864
[rt-users] User stats
Is there some way to pull the transactions a user has made from the database? I'd like to be able to compile all of the statistics on a per-user basis. Things like # of tickets created, modified, etc. We don't use time worked. The BP website shows two Activity Reports extensions but they seem to be unmaintained or gone. Anyone know of a maintained extension? --Yan -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864
Re: [rt-users] User stats
On Wed, March 14, 2012 10:29 am, Kevin Falcone wrote: The homepage link for Activity Reports links to the module on search.cpan.org, and most of the changes for the development release of 1.01_01 are 4.0 compatibility fixes. Did installing 1.01_01 fail in some way? Other than custom code, this is the best way to start seeing the data you want. Cool. I went by the homepage link stating that it's for 3.8 and assumed it was not out for 4.0 yet I'll try it now. -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864
[rt-users] Aoache help - what have I done?
I have rt4 running quite well on an apache server. However, I think I got a little carried away when I set it up. here's my perl handler line from apache.conf: Location / Order allow,deny Allow from all AddDefaultCharset UTF-8 SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location As it turns out, that redirects everything coming in to rt; even a request like http://my.server/not_an_RT/page still redirects to the rt login. What have I done, and how can I fix it? -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Articles - no content text box
I'm trying to play with articles but when I go to create or modify an article, I see the form, but there's no corresponding text box for the Content box. I've tried modifying a created article; no joy. The user I've set up has superuser permissions; in addition I've created a test articles group that has all permissions for editing articles set. I'm running 4.0.2; there are no errors in the log files. At this point, I'm stumped. -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Child or nested queues
On Fri, January 20, 2012 11:08 am, k...@rice.edu wrote: I do not think that nested queues are supported. One way to handle it would be to have a base X, Y, and Z queues with a custom field defined to partition the tickets. Then use saved searches and dashboards to give you an effective view as if you had child queues. That's one fallback. I'd have to figure out how to do ACLs based on custom fields. Each partition would have to have an ACL so that, for example, the contractor cannot see the discussions between the design team and the owner. Another fallback is to have an X queue, and then an RFI queue. Each RFI would be a child ticket of a ticket in the X queue. Again, ACL is a concern. Lastly, I could just brute force it and create an X queue, an X-RFI queue, and so on. That would solve the ACL problem but it would create an awful lot of queues. A hierarchy of queues would let me make it more manageable. I realize that RT was not really designed to be a construction project management software package like Constructware, but CW has so many drawbacks that it makes RT a good alternative. -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AutoRefresh any page
Is there anywhere in particular on the page this needs to go? Or any
particular callback that I need to latch on to?
I've been going round and round with this and I can't get the page to update.
I've tried a lot of variations too
I'm not familiar with jQuery so I don't know if it needs to go somewhere
special or if there is some way it needs to be triggered: onload=...
--Yan
On Wed, January 18, 2012 12:24 am, Ruslan Zakirov wrote:
Hi,
With a callback you can put the following javascript on every page
that will reload it after a minute:
jQuery( function () { setTimeout(window.location.reload(), 60*1000) } );
On Wed, Jan 18, 2012 at 03:32, Yan Seiner y...@seiner.com wrote:
Is there some way to get RT to reload every page on a regular basis?
I have a kiosk/wall display and I need it to show current info. The
kiosk
can show search results or an info page.
Is there something I can add to the URL?
I found some old documentation that ?HomeRefreshInterval=120 might work
for the home page; I am hoping there's a simple way to get my display
user to refresh everything every, say, 30 seconds.
--Yan
--
On two occasions I have been asked,—Pray, Mr. Babbage, if you put into
the machine wrong figures, will the right answers come out? ... I am
not
able rightly to apprehend the kind of confusion of ideas that could
provoke such a question.
—Charles Babbage, Inventor of the computer, 1864
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
--
Best regards, Ruslan.
!DSPAM:4f1683c9143981804284693!
--
On two occasions I have been asked,—Pray, Mr. Babbage, if you put into
the machine wrong figures, will the right answers come out? ... I am not
able rightly to apprehend the kind of confusion of ideas that could
provoke such a question.
—Charles Babbage, Inventor of the computer, 1864
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] AutoRefresh any page
Is there some way to get RT to reload every page on a regular basis? I have a kiosk/wall display and I need it to show current info. The kiosk can show search results or an info page. Is there something I can add to the URL? I found some old documentation that ?HomeRefreshInterval=120 might work for the home page; I am hoping there's a simple way to get my display user to refresh everything every, say, 30 seconds. --Yan -- On two occasions I have been asked,—Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out? ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. —Charles Babbage, Inventor of the computer, 1864 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Can't locate object method Config via package RT at /opt/rt4/sbin/rt-server
kjcsb wrote: I am attempting to get RT 4.0.4 running. When I start httpd I get the following: Can't locate object method Config via package RT at /opt/rt4/sbin/rt-server httpd.conf Location / Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-serveri /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl Is that your whole apache server config? At a guess you're missing a path somewhere. Set DocumentRoot and / or ServerRoot in Apache. Also try running rt-server by hand and see what it says. --Yan -- Few people are capable of expressing with equanimity opinions which differ from the prejudices of their social environment. Most people are even incapable of forming such opinions. Albert Einstein RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Increasing font size for one user or computer
We have 2 large (60) displays that show the status of tickets. These are typical LCD TVs with 1980x1020 resolution. This makes the fonts really small. Is there some way to make the fonts bigger for these two screens? I created a display user that the displays log in with so it could be either based on userID or machine. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Increasing font size for one user or computer
On Thu, December 15, 2011 10:14 am, Yan Seiner wrote: Is there some way to make the fonts bigger for these two screens? Never mind; found the Custom CSS page under Themes. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Clock and TitleBox widgets
Has anyone implemented TitleBox and Clock (and maybe other) widgets that can be used on dashboards? We rolled out our status board which shows the status of current jobs. The status board is a browser kiosk (no window decorations or menubar). The two most asked questions: Where is the clock? and Can we get sports info on it? :-) A clock would be good. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Autocreate external users
I need to allow for the automatic creation of unprivileged users when we
get emails from outside. Right now I create privileged users when they
log in via LDAP:
Set($AutoCreateNonExternalUsers, 1);
Set($AutoCreate, {Privileged = 1});
Now I need to create unprivileged users on emails from outside, mostly as
reply to tickets...
Seems like it used to work under 3.8 and I broke something moving to 4.0
Any suggestions?
--
Pain is temporary. It may last a minute, or an hour, or a day, or a year,
but eventually it will subside and something else will take its place. If
I quit, however, it lasts forever.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Persistent sessions
I need to set up a status board - something like the displays at airports. The board needs to auto-login on startup as a particular user. I found this: http://requesttracker.wikia.com/wiki/PersistentSessions Which is close but it will affect all users. I'm looking to do this for one user only. Is anyone aware of an extension that works as a status board or info board? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] Persistent sessions
On Mon, November 28, 2011 2:05 pm, Yan Seiner wrote: Is anyone aware of an extension that works as a status board or info board? Following up on this, is there any way to get RT to go directly to a specific search result (instead of home page) and also directly to the history display of a ticket, both from the login? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] rt v. rt-crontool
The recent discussion on modifying custom fields got me thinking What
is the difference between using rt and rt-crontool?
Seems that both can do slightly different things and are really different
tools. The name makes it seem like rt-crontool is somehow preferred when
running a scheduled job, but I can't think of a reason why rt could not be
used in a cron job.
Here's a script I use to create a linked ticket from an email:
#!/bin/bash
# exim helper script for adding an invoice ticket to a work order
# create a temp file and dump stdio into it
t=$(tempfile --directory=/tmp) || exit 1
cat - $t
# we create the ticket
subject=$(grep -i '^subject:' $t | sed -e 's/^.*: *//')
ticket=$(/opt/rt4/bin/rt create -t ticket set queue=Water Invoices
subject=${subject} | sed -e s/[^0-9]//g)
parent=$(/opt/rt4/bin/rt ls -i 'CF.{Work Order No.}'=${LOCAL_PART} and
queue!='Water Invoices' | sed -e s+^.*/++)
# validate $parent here; exit 1 if not found
if [[ -z $parent ]] ; then
echo Work Order ${LOCAL_PART} not found
exit 1
fi
# exit 1 if multiple tickets found
if [ `echo $parent | wc | awk '{print $2}'` -gt 1 ] ; then
echo Multiple tickets with Work Order ${LOCAL_PART} found
echo ticket numbers are `echo $parent | sed s+ticket/++g`
exit 1
fi
# Now link ticket
/opt/rt4/bin/rt link ${ticket} memberof ${parent}
# and set custom fields
/opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'=${contractor}
/opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'=${amount}
export EXTENSION=${ticket}
cat $t | /opt/rt4/bin/rt-mailgate --action comment --queue Invoices
--extension ticket --url http://rt.subutil.com
--
Pain is temporary. It may last a minute, or an hour, or a day, or a year,
but eventually it will subside and something else will take its place. If
I quit, however, it lasts forever.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain November 28 29, 2011
[rt-users] pdf thumbnail shows as broken
We're uploading some pdf files into custom fields as images. We need to do this as we want the pdfs to be clickable in searches. The problem is that the thumbnails show as broken images. I'm guessing this is because RT doesn't know how to make thumbnails from pdfs. We want to either have the thumbnails show up or turn off the thumbnails for pdfs and eliminate the broken image icon. I found this: http://search.cpan.org/~leocharre/Image-Magick-Thumbnail-PDF-1.13/lib/Image/Magick/Thumbnail/PDF.pm but as I am constitutionally incapable of programming in perl this does not help me much. Is anyone aware of a plugin for this? Or know a way to turn off the thumbnails for pdfs? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Autocreate unprivileged users
I have 4.0.2 set up to autocreate privileged users authenticated through LDAP. I'm pretty sure I had 3.8.10 set up to autocreate unprivileged users who did not authenticate through LDAP. I can't figure out how to do this in 4.0.2. In other words, the functionality I need is: A user tries to log on, RT authenticates him through LDAP, and the user is created as privileged. This works. An unknown user sends email in to the system, either in reply to an existing ticket or to one of the queues we have set up for external interaction. The system should accept the email and autocreate the user as unprivileged. This gets rejected with RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email [email follows] How do I do this? I can't find a setting for this. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] kiosk mode?
We're planning to set up a display in one of the crew areas that displays their current projects. To goal is to have it completely automated; the computer gets turned on and it auto-logs in to a default user, runs a browser, and brings up a default RT dashboard. Is anyone aware of a plugin that would allow RT to log in automatically as a particular user? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] kiosk mode?
On Thu, November 10, 2011 11:05 am, Kevin Falcone wrote: The code that we're using for rt.cpan.org and rt.perl.org logs in as a Public user into a separate part of the UI. You may be able to adapt that. Where can I find that code? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Wed, November 9, 2011 6:07 am, Thomas Sibley wrote: On 11/08/2011 07:03 PM, Yan Seiner wrote: As near as I can figure, when we merged the two databases the user table got smashed together. How did you merge the databases? There is no existing tool to do a merge properly and doing it manually is not trivial even with a good understanding of the schema. I think merge was not the right thing to say. We migrated the old database to the new database using the instructions in the README. We threw away our 4.0 test database. I think the problem is that we had user XXX in the 3.8 database as a local user and in the 4.0 database user XXX was LDAP external auth. Everything else works fine; just my local mysql users cannot log in and I can create them but not give them passwords. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Wed, November 9, 2011 7:34 am, Izz Abdullah wrote: This is exactly the scenario here. Except, the old MySQL accounts, I can login with either the MySQL credentials or the LDAP credentials (note the username is the same for both by convention for us). If you want to use MySQL login, did you add that as a secondary path of authentication in your SiteConfig file? I didn't want this option, but seems like when using ExternalAuth, if you wanted to allow local login / MySQL, you have to configure that as well in the config file. I could be wrong.\ The local user/LDAP user thing worked fine when we tested 4.0 (built from scratch). We could create local users and autocreate LDAP users. We use the same SiteConfig file for the migrated 3.8-4.0 database, and the users don't work correctly. I'm trying to get phpmyadmin working right now so I can look at the tables and see what's going on. (Another story; apache is being subborn but that's not for this list.) -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Wednesday, November 09, 2011 9:31 AM To: Thomas Sibley Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] ExternalAuth, local users, and upgrade woes On Wed, November 9, 2011 6:07 am, Thomas Sibley wrote: On 11/08/2011 07:03 PM, Yan Seiner wrote: As near as I can figure, when we merged the two databases the user table got smashed together. How did you merge the databases? There is no existing tool to do a merge properly and doing it manually is not trivial even with a good understanding of the schema. I think merge was not the right thing to say. We migrated the old database to the new database using the instructions in the README. We threw away our 4.0 test database. I think the problem is that we had user XXX in the 3.8 database as a local user and in the 4.0 database user XXX was LDAP external auth. Everything else works fine; just my local mysql users cannot log in and I can create them but not give them passwords. -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 !DSPAM:4eba9dac253411804284693! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: If you're having trouble managing RT internal users while logged in as an LDAP user, please see Ruslan's response about possible bugs. Try logging in as root and seeing if that helps. Is the bug report public? If so, where? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Wed, November 9, 2011 9:10 am, Kevin Falcone wrote: On Wed, Nov 09, 2011 at 09:01:01AM -0800, Yan Seiner wrote: On Wed, November 9, 2011 8:49 am, Kevin Falcone wrote: If you're having trouble managing RT internal users while logged in as an LDAP user, please see Ruslan's response about possible bugs. Try logging in as root and seeing if that helps. Is the bug report public? If so, where? If there is an existing bug report it would be in the rt.cpan.org queue for RT-Authen-ExternalAuth. If there is no report, please make one. I've been poking around in the databases... In the virgin RT4 database (the one we created from scratch) the password field is varchar(256). In the converted RT3-RT4 database the password field is varbinary(40). In the original RT3 database, the password field is varbinary(40). I don't know enough about mysql but that doesn't seem right. Can some mysql gurus clue me in? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Wed, November 9, 2011 9:55 am, Kevin Falcone wrote: On Wed, Nov 09, 2011 at 09:45:20AM -0800, Yan Seiner wrote: I've been poking around in the databases... In the virgin RT4 database (the one we created from scratch) the password field is varchar(256). In the converted RT3-RT4 database the password field is varbinary(40). In the original RT3 database, the password field is varbinary(40). I don't know enough about mysql but that doesn't seem right. Can some mysql gurus clue me in? It looks like you didn't run the database upgrade scripts. On 4.0.3 after running make upgrade it should tell you about make upgrade-database. There is a step that the automated process runs which converts you to a varchar(256). There are a *lot* of important changes between 3.8 and 4.0 that happen at the database level, including lots of new columns and tables. Unless I really screwed something up, this is the command I used. It asked me for which version to start from and then ran a whole bunch of steps. /opt/rt4/sbin/rt-setup-database -dba root -p --action upgrade Is there another command I should have run? How can I verify I ran the process correctly? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Wed, November 9, 2011 10:38 am, Kevin Falcone wrote: Look at the output of the command and your database logs. Since your schema isn't upgraded, something failed. You can look through etc/upgrade/relevant-versions/* and see what else should have run. OK, a cursory look says that everything updated except for the user table. (??) I don't have the records of the original command I dumped the table, changed the password type, and stuffed it back into the database. Seems to be working now. I have no idea what would cause this one update to fail. I have all of the additional tables and the schemas seem to be OK -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] ExternalAuth, local users, and upgrade woes
Yesterday we upgraded our RT instance to 4.0.2. Before then we were running 3.8.10 in production, and 4.0.2 in testing. We had 4.0.2 set up in testing with ExternalAuth. That worked well; our LDAP users could log in with their credentials. I could create non-LDAP users manually (which is the setup I wanted). Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 server. Everything went well, except that non-LDAP users cannot log in. Further, I cannot change their password. When I try to change their password, I get Please enter your current password correctly. Password has not been set. I tried creating a user manually. Same thing; I can create the user but cannot set the password. This worked fine in the 4.0.2 test but started happening after we moved the 3.8.10 database over to 4.0.2. I did use the procedures in the README and otherwise the new installation is working great. Where do I look? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
That worked! Interesting Any way to remove the mysql password? On Tue, November 8, 2011 7:31 am, Izz Abdullah wrote: I've seen this on our system. When you move the database and are using external authentication, you, at least I am able, to login with either my MySQL credentials, or my LDAP credentials. When modifying / adding users, I have to put in my MySQL password for this to work for local users. I would try using the password you used in 3.8.10 installation on the new system as the current password to see if that fixes your problem. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yan Seiner Sent: Tuesday, November 08, 2011 9:28 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] ExternalAuth, local users, and upgrade woes Yesterday we upgraded our RT instance to 4.0.2. Before then we were running 3.8.10 in production, and 4.0.2 in testing. We had 4.0.2 set up in testing with ExternalAuth. That worked well; our LDAP users could log in with their credentials. I could create non-LDAP users manually (which is the setup I wanted). Then we moved the database from the server hosting 3.8.10 to our new 4.0.2 server. Everything went well, except that non-LDAP users cannot log in. Further, I cannot change their password. When I try to change their password, I get Please enter your current password correctly. Password has not been set. I tried creating a user manually. Same thing; I can create the user but cannot set the password. This worked fine in the 4.0.2 test but started happening after we moved the 3.8.10 database over to 4.0.2. I did use the procedures in the README and otherwise the new installation is working great. Where do I look? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 !DSPAM:4eb94b64141411804284693! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] ExternalAuth, local users, and upgrade woes
On Tue, November 8, 2011 12:41 pm, Ruslan Zakirov wrote: On Tue, Nov 8, 2011 at 11:17 PM, Thomas Sibley t...@bestpractical.com wrote: On 11/08/2011 02:11 PM, Izz Abdullah wrote: But yeah, setting the password = ‘’ actually forces the external authentication (trying to login with a blank password does NOT work). I believe properly the password column should be '*NO-PASSWORD*' not the empty string. RT::User has method to check if password is set or not, it supports a few cases. I think ExternalAuth doesn't use it and a bug was reported. As near as I can figure, when we merged the two databases the user table got smashed together. In 3.8.10, all users were local to the RT instance (all data stored in mysql). In 4.0.2, we went with AD authentication (ExternalAuth/LDAP). Somehow the user table must have gotten corrupted. None of my local users can log in. I cannot create local users. Most of my ExternalAuth users are OK, except for a few who cannot log in with their ExternalAuth credentials, but can with their mysql credentials. I only have about 20 active users, so it's not a big deal to clean it out and start over if I need to. We went live this week and I need to fix this quickly. At this point I can delete all the users if need be and have them start over. What is the best way to proceed? -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] RT CLI linking tickets
What's the proper incantation for linking tickets via the CLI? rt help link says: rt link 2 dependson 3 but it does: root@svr-rt:~# /opt/rt4/bin/rt link 4 dependson 3 rt: Different ids in URL (`//REST/1.0/ticket/link') and submitted form (`4'). Google comes up short on that cryptic error. -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Attachment links to email doesn't work in 4.0
We are using this code snippet in our comments template to send attachments as links rather than actual attachments. http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail It works fine in 3.8, but fails to work in 4.0. No links appear. When I modify the last line to say $res = length($res) ? ' Attachments: ' . $res : ' No attachments.'; the resulting email shows No attachments Any RT gurus out there can shed some light on this? -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Radio buttons in 4.0
I'm playing with radio buttons in 4.0. I can configure them as Yes/No but I end up with 3 - No Value | Yes | No. Is there any way to get rid of the No Value button? RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] The actual HTTP_HOST does NOT match the configured WebDomain
I'm trying to set up the email gateway on my shiny new install of 4.0.2. I think I have everything set up correctly, except that the email never gets there and I get this error in the apache log files: [Wed Sep 7 20:16:02 2011] [warn]: The actual HTTP_HOST (tracker) does NOT match the configured WebDomain (xxx.xxx.xxx). Perhaps you should Set($WebDomain, 'tracker'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087) I'm not sure where the system is picking up 'tracker' for HTTP_HOST so I'm at a loss on how to change it to the correct hostname. exim4 says: 2011-09-07 13:15:59 1R1OXP-0001FT-85 == |/opt/rt4/bin/rt-mailgate --queue General --action correspond --url http://rt.subutil.com rt-em...@rt.subutil.com R=system_aliases T=address_pipe defer (0): Child process of address_pipe transport returned 75 (could mean temporary error) from command: /opt/rt4/bin/rt-mailgate How do I go about changing the HTTP_HOST for rt? -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Making autocreated AD users into privileged users
On Wed, September 7, 2011 3:25 pm, Kevin Falcone wrote:
On Wed, Sep 07, 2011 at 03:06:05PM -0700, April Rosenberg wrote:
Thanks for the tip, I hadn't tried searching since I had one user that
is
visible. It is RT::Auth 0.08. But I am now able to change my users to
privileged, so all is awesome!
Great.
I missed originally that you were creating the users by sending mail,
but I'm pretty sure AutoCreate is only used by
RT::Authen::ExternalAuth when logging in via the webui
Here's what I ended up doing to autocreate AD users as priveleged:
Set($AutoCreateNonExternalUsers, 1);
Set($AutoCreate, {Privileged = 1});
--Yan
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] The actual HTTP_HOST does NOT match the configured WebDomain
On Wed, September 7, 2011 2:22 pm, Kevin Falcone wrote: On Wed, Sep 07, 2011 at 01:30:00PM -0700, Yan Seiner wrote: I'm trying to set up the email gateway on my shiny new install of 4.0.2. I think I have everything set up correctly, except that the email never gets there and I get this error in the apache log files: [Wed Sep 7 20:16:02 2011] [warn]: The actual HTTP_HOST (tracker) does NOT match the configured WebDomain (xxx.xxx.xxx). Perhaps you should Set($WebDomain, 'tracker'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1087) This is a warning, and shouldn't stop rt-mailgate. You probably want to post all of the log messages. What this message is saying is that you've set your WebDomain in your config to xxx.xxx.xxx but someone is connecting to the machine as 'tracker' and this may cause problems. From your rt-mailgate invocation below, I'm guessing it isn't caused by the mailgate, unless you're proxying things. All of this is happening on the same machine. I am using the mail command to send mail to the mailgate on the same host, so no proxying. Where and how do I enable logging to see more details? What I posted is all I'm getting. I get nothing else in the logs pertaining to the warning; the email just doesn't show up. I have allowed ticket creation for everyone. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] The actual HTTP_HOST does NOT match the configured WebDomain
On Wed, September 7, 2011 3:46 pm, Yan Seiner wrote: All of this is happening on the same machine. I am using the mail command to send mail to the mailgate on the same host, so no proxying. Never mind Turned out to be a stale DNS cache issue... http://localhost works; http://canonical.name doesn't.. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
On Fri, August 26, 2011 8:39 am, Kevin Falcone wrote: You can install RT 4.0.2 on a new server and import your database and then run the database upgrade steps. Running the 3.8.4 data under 4.0.2 will not work. You *must* review the database upgrade steps documented in the README and in docs/UPGADING-3.8 and 4.0 and then complete all of the steps relevant to your install. We're planning to do the same thing; I have 3.8.10 as my production system and I have set up 4.0.2 as the new system. Right now 4.0.2 is set up and running but I have not imported the 3.8.10 database. From reading the various READMEs I have to run the upgrade script. My question is how do I get the 3.8.10 database data into the rt4 database? Do I just do the mysql dump thing: mysql -u #username# -p rt4 rt3.dump and then run /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Thanks. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Migrating to RT4 with external auth
I have 3.8.10 set up with local users. We will be migrating to 4.0 with external auth. I'd like to keep the users' tickets straight but I messed up when I set up the original database. The 3.8.10 instance uses local users with first names all in lower case. Our AD uses first name and last initial, capitalized. Thus: 3.8.10 - yan (rt user) 4.0.2 - YanS (external auth via AD) Is it possible to migrate my tickets from yan to YanS? --Yan RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Migrating to RT4 with external auth
On Fri, August 26, 2011 3:00 pm, Kevin Falcone wrote: You might be able to convince LDAPImport to look users up by the email address in AD and correct the username. Otherwise you're probably looking at a one off script. The one off is probably simpler. Is it as simple as changing the username in 3.8.10 before import? I don't have that many users ATM and I could change that easily enough. --Yan RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] su for rt?
Is there anything like su for RT? I'd like to be able to check on users' ability to see certain tickets. It's disruptive to ask them (and keep asking them while I figure out which layer of permissions is causing me headaches.) Any way I can use something like 'su' to assume a user's identity without knowing their password? RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RT 3.8.10 and 4.0.1 in apache vritual hosts - possible?
I've been struggling to get two instances of RT running on the same server. One is our current 3.8.10 and the other is a proposed migration to 4.0.1. I am installing from source. I'm finding that since FastCGI in apache is configured at the server level and not at the virtual host level, and 3.8 and 4.0 use different fastCGI handlers, I can get one running and not the other. I have the databases, paths, etc. straight. I can enable one or the other but not both; one always crashes with 500 - internal server error. Does anyone have any hints on how to make this work? Or is it just impossible? RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT 3.8.10 and 4.0.1 in apache vritual hosts - possible?
On Wed, August 10, 2011 8:29 am, Thomas Sibley wrote: On 08/10/2011 11:18 AM, Yan Seiner wrote: I'm finding that since FastCGI in apache is configured at the server level and not at the virtual host level, and 3.8 and 4.0 use different fastCGI handlers, I can get one running and not the other. I have the databases, paths, etc. straight. I can enable one or the other but not both; one always crashes with 500 - internal server error. Does anyone have any hints on how to make this work? Or is it just impossible? It's not impossible. We did it with our internal RTs for a while. Don't configure FastCGI at the server level, configure it at the vhost level. Show us some apache configs. You said you're installing from source, but previously you said you're installing from Debian packages... I could not sort out the Debian package install. I got into a mess with databases and ended up removing all the packages to see if I could do better with the tarballs. Right now I have RT4 running fine. RT3 is throwing an error: [Wed Aug 10 08:37:50 2011] [error] [client 10.1.14.15] failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 1132) line 3.\n which indicates a misconfiguration at the perl level. make testdeps says everything is OK. RT3 virtual host: root@svr-rt:/etc/apache2/sites-available# cat rt3 VirtualHost *:80 ServerAdmin webmaster@localhost ServerName rt DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access #PerlRequire /opt/rt3/bin/webmux.pl SetHandler /opt/rt3/bin/mason_handler.fcgi AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost RT4 Virtual Host root@svr-rt:/etc/apache2/sites-available# cat rt4 VirtualHost *:80 ServerAdmin webmaster@localhost ServerName tracker DocumentRoot /opt/rt4/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access #PerlRequire /opt/rt4/bin/webmux.pl SetHandler /opt/rt4/sbin/rt-server.fcgi AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ Location /NoAuth/images SetHandler default /Location Location / Order allow,deny Allow from all AddDefaultCharset UTF-8 SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost I'm a bit rusty at all this stuff; my own apache server has been running for years without a glitch and I'm just now coming back to this after a few years away. It's a re-learning curve -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Debian RT install woes
Probably self-caused, but now I'm stuck. I need to install both versions 3.8 and 4.0 on our test server. We have a running 3.8 installation (on another server) and we want to migrate it. For now we want to try various changes on the 3.8 tree; once that's stable we will migrate to 4.0. So I installed request-tracker3.8 from Squeeze and request-tracker4 from squeeze-backports. I changed the databases from sqlite to mysql and created new databases rt3db and rt4db. So far so good. I changed RTSiteConfig.pm and apache2-fcgid.conf to show the correct paths; rt3 is installed at http://tracker/rt3 and rt4 at http://tracker/rt4. I can bring up the login screens for each installation. No errors in apache log files. However: for the rt3 install, as soon as I log in, I get dumped back at document root. Seems like I messed up a path somewhere but I've checked and rechecked and everything seems to be OK. Where else can I set the root install of RT? For the rt4 install, I cannot log in at all. No login works. How do I manually add (or verify) an admin user? I don't mind blowing away databases or the entire installation. This is a test server with nothing installed at all right now. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Debian RT install woes
On Tue, August 9, 2011 10:48 am, Ruslan Zakirov wrote:
It's hard to help without Apache config and site configs.
I will send these separately
for RT 3.8
root@svr-rt:/etc/request-tracker3.8# cat RT_SiteConfig.pm | grep -v ^# |
grep -v ^$
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
Set($rtname, 'rt3.subutil.com');
Set($Organization, 'svr-rt.ad.subutil.com');
Set($CorrespondAddress , 'r...@svr-rt.ad.subutil.com');
Set($CommentAddress , 'rt-comm...@svr-rt.ad.subutil.com');
Set($WebDomain, 'tracker');
Set($WebPath , /rt3);
Set($WebBaseURL , http://svr-rt.ad.subutil.com;);
my %typemap = (
mysql = 'mysql',
pgsql = 'Pg',
sqlite3 = 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || UNKNOWN);
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , '***');
Set($DatabasePassword , '*');
my $dbc_dbname = 'rt3db'; if ( $DatabaseType eq sqlite3 ) { Set
($DatabaseName, '/var/lib/dbconfig-common/sqlite3/request-tracker3.8' .
'/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
1;
root@svr-rt:/etc/apache2/conf.d# cat
/etc/request-tracker3.8/apache2-fcgid.conf | grep -v ^# | grep -v ^$
Alias /rt3/NoAuth/images /usr/share/request-tracker3.8/html/NoAuth/images
ScriptAlias /rt3 /usr/share/request-tracker3.8/libexec/mason_handler.fcgi
Location /rt3/
DirectoryIndex index.html
/Location
Location /rt3/REST/1.0/NoAuth
Order Allow,Deny
Allow from 127.0.0.1
/Location
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Debian RT install woes
On Tue, August 9, 2011 10:48 am, Ruslan Zakirov wrote:
It's hard to help without Apache config and site configs.
I will send these separately
for RT 4.0
root@svr-rt:/etc/request-tracker4# cat RT_SiteConfig.pm | grep -v ^# |
grep -v ^$
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
Set($rtname, 'rt4.subutil.com');
Set($Organization, 'tracker4');
Set($CorrespondAddress , 'r...@svr-rt.ad.subutil.com');
Set($CommentAddress , 'rt4-comm...@svr-rt.ad.subutil.com');
Set($WebPath , /rt4);
Set($WebBaseURL , http://tracker/rt4;);
my %typemap = (
mysql = 'mysql',
pgsql = 'Pg',
sqlite3 = 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || UNKNOWN);
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , '***');
Set($DatabasePassword , '');
my $dbc_dbname = 'rt4db'; if ( mysql eq sqlite3 ) { Set
($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName,
$dbc_dbname); }
1;
root@svr-rt:/etc/apache2/conf.d# cat
/etc/request-tracker3.8/apache2-fcgid.conf | grep -v ^# | grep -v ^$
Alias /rt3/NoAuth/images /usr/share/request-tracker3.8/html/NoAuth/images
ScriptAlias /rt3 /usr/share/request-tracker3.8/libexec/mason_handler.fcgi
Location /rt3/
DirectoryIndex index.html
/Location
Location /rt3/REST/1.0/NoAuth
Order Allow,Deny
Allow from 127.0.0.1
/Location
root@svr-rt:/etc/apache2/conf.d# cat
/etc/request-tracker4/apache2-fcgid.conf | grep -v ^# | grep -v ^$
Alias /rt4/NoAuth/images /usr/share/request-tracker4/html/NoAuth/images
ScriptAlias /rt4 /usr/share/request-tracker4/libexec/rt-server.fcgi
Location /rt4/
DirectoryIndex index.html
/Location
Location /rt4/REST/1.0/NoAuth
Order Allow,Deny
Allow from 127.0.0.1
/Location
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
[rt-users] Custom field file uploads delted on status change?
We have a custom field set up as a file upload. On status change, the attachment gets deleted: # Mon Aug 08 12:07:43 2011 Amy Widmer - #11030-Approved Estimate.pdf added # Mon Aug 08 12:08:38 2011 Amy Widmer - Status changed from 'new' to 'open' # Mon Aug 08 12:08:38 2011 Amy Widmer - #11030-Approved Estimate.pdf deleted 3.8.10. I have no idea why this is happening 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] two side-by-side installations
Dominic Hargreaves wrote: On Fri, Aug 05, 2011 at 05:02:41AM -0700, Yan Seiner wrote: We're about to migrate RT to our own servers. During the transition and testing phase, we want to run 2 side-by-side installations so we can work with 3.8.10 and 4.0.1 and see which one works for us better. What's the best way to do this? Debian Stable will be the underlying OS. VM? change paths in the config file? Since you mention you'll be running Debian squeeze (stable), I'll outline one possible approach which involves a single server. request-tracker3.8 is the Debian package of RT 3.8. It is in squeeze. request-tracker4 is the Debian package of RT4.0. It is in squeeze-backports. You can install both of these side by side, and have both running alongside each other, as long as you use the mod_fastcgi or mod_fcgi mode, rather than the mod_perl mode. [disclosure: I'm the Debian maintainer of those packages] That sounds like the way to go. I've looked around the wiki and mod_fastcgi installation doesn't seem to be well documented. Any hints on how to proceed? -- Few people are capable of expressing with equanimity opinions which differ from the prejudices of their social environment. Most people are even incapable of forming such opinions. Albert Einstein 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Case sensitive searching?
I just found some strange behavior in the Ticket Search. When I try to search on content, it appears to be case sensitive. Per the MySQL docs, the LIKE operator is case inseinsitive: http://dev.mysql.com/doc/refman/4.1/en/string-comparison-functions.html Howner, if I search using Content LIKE 'phase' I get a different result than if I search for Content LIKE 'Phase' In the former, I get only tickets with the word phase in all lower case; in the latter I get only tickets with the word Phase with capitalized leading P. ?? 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Threading of comments
Does anyone know if the comments can be threaded? Right now they appear in chronological order. A user can Reply or Comment at the root level of the ticket, or to a specific comment. It would be useful to us to ahve the replies and comments to comments group together as in a threaded view. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Special Projects Queue
I am setting up a special projects queue. We have several special projects which involve a team of about 8-10 people from both inside and outside the company. The basic idea is that each project gets a root ticket in the queue, with the team members set up as adminCCs. The adminCCs have a broad range of rights on the tickets, including setting watchers, modifyihg the ticket, etc. The idea is that each special project uses the root ticket and creats child tickets under it. This works pretty well, except Once the root ticket is set up with the correct adminCCs, creating a child ticket should mean tha the adminCCs are inherited. For some unfathomable reason, it seems that only some of the adminCCs are being inherited; the rest get a •Couldn't set AdminCc watcher: Permission Denied error. I have been all through the users and there doesn't seem to be any difference in any of the users or the permissions. All priveledged users have watch and watch as adminCC rights. I don't understand why only some of the users are being denied. Is there a way to get a more verbose error? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Special Projects Queue
That's what I normall do... This is a special case. We have a project that will run several years, and involve several consultants, and probalby spawn a few hundred (or more) tickets. I may need to give some people permissions to see some tickets nad not others. I thought I had it figured out with this, but I obviously don't. I'm struggling with how to integrate people from outside the organization into a coherent team using RT... I'm not as familiar with permissions as I should be. I'm getting better, but still :-) On Thu, July 14, 2011 9:29 am, Kenneth Crocker wrote: Yan, My personal preference is to put any group of ticket owners, team members, those with similar permission needs, etc. into a User-defined group per Queue. They can have all of the permissions you could grant a role. The main reason I like that is because when it comes to emails, I really like to differentiate between Groups of Ticket Owners, team members, etc. and the REAL Admin person that may want to see some emails, just not all of them. By putting all these members into the AdminCc role, it promts the question of where do you put the REAL AdminCc? I have many situations where the Admin of a support group doesn't want all the notices, but they want the team members to be aware, etc. It's just a way for me to look down the line in the future and say What if I have to differentiate these people? By doing it the way I do, I CAN differentiate when I need to. I already have them separated by Group/role rather than clumping them together. This might allow you to debug your current situation as well, especially if you granted some of these AdminCc roles GLOBAL rights. Just a thought. Hope it helps. Kenn LBNL On Thu, Jul 14, 2011 at 8:34 AM, Yan Seiner y...@seiner.com wrote: I am setting up a special projects queue. We have several special projects which involve a team of about 8-10 people from both inside and outside the company. The basic idea is that each project gets a root ticket in the queue, with the team members set up as adminCCs. The adminCCs have a broad range of rights on the tickets, including setting watchers, modifyihg the ticket, etc. The idea is that each special project uses the root ticket and creats child tickets under it. This works pretty well, except Once the root ticket is set up with the correct adminCCs, creating a child ticket should mean tha the adminCCs are inherited. For some unfathomable reason, it seems that only some of the adminCCs are being inherited; the rest get a •Couldn't set AdminCc watcher: Permission Denied error. I have been all through the users and there doesn't seem to be any difference in any of the users or the permissions. All priveledged users have watch and watch as adminCC rights. I don't understand why only some of the users are being denied. Is there a way to get a more verbose error? 2011 Training: http://bestpractical.com/services/training.html !DSPAM:4e1f19a5320121480513369! 2011 Training: http://bestpractical.com/services/training.html !DSPAM:4e1f19a5320121480513369! -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Special Projects Queue
On Thu, July 14, 2011 10:22 am, Thomas Sibley wrote: On 07/14/2011 01:19 PM, Yan Seiner wrote: This is a special case. We have a project that will run several years, and involve several consultants, and probalby spawn a few hundred (or more) tickets. With that level of activity, why not just create a whole new queue? That's what I did. I created a special proejcts queue and this is the only ticket tree in it. All the tickets need to be child tickets of the main ticket to allow us to track the schedule. I'm struggling with the proper permissions for everyone in it. Maybe I'm making this too complicated - but this is our pilot implementation so we're trying all sorts of new things. --Yan 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Tue, July 12, 2011 3:00 pm, Kevin Falcone wrote: On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. This explains why I have not been able to get this to work. :-) I am trying to figure out some way of tagging specific transactions. I have users who upload specific documents, or make specific comments, that need to be tagged a certain way. For example, one of our engineers might upload a cost estimate to a ticket. I want that transaction to be tagged as a cost estimate, so we can find it later on. Is there any way to do that? I don't want to rely on file names, as this gets dicey. Any way to add a tag to a transaction that is searchable? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RTx::Tags
On Wed, July 6, 2011 4:36 pm, Edward Frye wrote: I am trying to work with this plugin, I would like to limit what gets displayed to those where a tag is used more than one time rather than every tag I have which has gotten out of hand. I can't help you but thanks for pointing this out. I installed the plugin as well. I attached it to transactions as we need to be able to find specific comments. The search function doesn't work. :-( The Sinmple Search | Tag Cloud searches appear and the Transaction pane has my tags in it. But if I click on any of the tags I just get pointed right back to the Tag Cloud page. Using .Tags:MyTag yields 0 results. Any thoughts? --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Creating a child ticket in a different queue?
The subject pretty much says it all. We are runing 3.8.10. When you create a child ticket, it is created in the same queue. The ticket creation page doesn't give you the opportunity to select a different queue. It is possible to remove that restriction and creaate a ticket in a different queue? 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Scrolling marguee or info window
I'm looking for an info bar of some sort that I could put on users' dashboards for announcements. It would be nice to notify users of updates, new features, important dates and events, etc. Is anyone aware of anythihng like that? It doesn't have to scroll but it should display text that updates periodically. I could set up an announcement queue and a custom search... But I'm really looking more for a text box sort of thing. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT:Action:AutoOpen fails
I've managed to stump myself really well. I am trying to modify the RT:Action:AutoOpen. My modifed version fails. So I tried running just the plain version that came with my 3.8.10 system. This is running on a linux box: subutil@thermal ~/rt3 $ uname -a Linux thermal 2.6.32.27-grsec-gt-r2 #1 SMP Wed Feb 16 13:26:21 PST 2011 x86_64 AMD Opteron(tm) Processor 246 HE AuthenticAMD GNU/Linux subutil@thermal ~/rt3 $ However RT:Action:AutoOpen fails with: /var/home/subutil/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg ((Status='new' OR Status='open' ) AND LastUpdated '30 days ago') --action RT:Action:AutoOpen Failed to load module RT:Action:AutoOpen. (Can't locate Win32/Locale.pm ) Why would a *nix based system be looking for Win32 Locale files? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com 2011 Training: http://bestpractical.com/services/training.html
[rt-users] creating static web pages of tickets
We have field crews that have laptops but no internet connection. The laptops have maps and snapshots of our database so they can retrieve the information they need. The laptops are updated regularly with new information. We are now starting to incorporate RT tickets as URL hotlinks into our maps. You can click on an RT symbol near any of our facilities and bring up the ticket. This works really well on our office machines with internet connections; not so well on the laptops. Is there some automated way to generate static .html pages of the Basics view so we can link to the static pages from our amps on the laptops? I could use something like wget and capture the source code. I wonder if there is something more elegant? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com 2011 Training: http://bestpractical.com/services/training.html
[rt-users] rt command always returns 404
No matter what I try, the command line interface always returns 404. I can mis-spell something in the config file and it generates an error; I can misspel the URL and it returns a DNS error. So I'm assuming I have all the bits right but no ticket info: subutil@thermal ~ $ ./rt3/bin/rt show ticket/137 rt: Server error: Not Found (404) What am I doing wrong? And is there a debug / verbose output for rt that I'm missing? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Thumbnails from attachments?
We have field crews that send pictures into RT tickets from job sites. This is a great help as we get instant notification of issues and also for as-builts. Typically the crews will send a picture and a text description of image as a comment to the ticket. As the crews send us more and more pictures, we're finding that it's hard to find that one image we need quickly. We're looking for an enhancement to RT that would create a thumbnail gallery from the image/jpeg attachments and display the comment text on mouseover. The thumbnail gallery would be displayed as part of the ticket. Anyone have any idea if something like this has been done? A simpler solution but not as desirable would be to create a thumbnail of jpegs in the history or in the attachment list.
Re: [rt-users] Thumbnails from attachments?
Right now we send each crew a ticket stub, essentially an empty comment to the ticket they're working on. They then reply to that stub over and over with pictures. We found that makes it easy on the field guys and RT keeps everything organized. The problem is that we're getting lots of pics - sometimes 5 or 10 a day every day for a 3 week job. There's no consistent naming scheme we can enforce. These are construction guys. They want to point, click, send. Thus the need on the office end for thumbnails. I know we're taking RT in a direction that's not typical, but the construction industry doesn't really have an effective affordable project management tool and RT is a natural near-drop-in solution. The construction PM tools that are out there are expensive and klunky. On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: Yan, Any correspondence to RT can have an attachment, so it doesn't have to be a comment and it will still be in your history. As to the pics, if there is a way to label/title/name each pic in a manner that would enable easy identification might work, as you can see the name of the attachment in the Display page of a ticket. Kenn LBNL On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner y...@seiner.com wrote: We have field crews that send pictures into RT tickets from job sites. This is a great help as we get instant notification of issues and also for as-builts. Typically the crews will send a picture and a text description of image as a comment to the ticket. As the crews send us more and more pictures, we're finding that it's hard to find that one image we need quickly. We're looking for an enhancement to RT that would create a thumbnail gallery from the image/jpeg attachments and display the comment text on mouseover. The thumbnail gallery would be displayed as part of the ticket. Anyone have any idea if something like this has been done? A simpler solution but not as desirable would be to create a thumbnail of jpegs in the history or in the attachment list. !DSPAM:4df7983272161804284693! -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Thumbnails from attachments?
Hmmm Some investigating. If we create a comment via the RT web interface and attach an image, it comes up in the history as an image and we can see it. However, if someone sends an image via email as a reply to a comment, the image doesn't show up; instead there's the comment: Message body is not shown because sender requested not to inline it. and the attachment shows up as a link. Is there some way to get RT to display non-inlined images? --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Thumbnails from attachments?
On Tue, June 14, 2011 11:11 am, Kenneth Crocker wrote: Yan, You betcha. Change that setting in your RT_SiteConfig.pm file in /opt/rt3/etc and that will do it. *Set($ShowTransactionImages, 1); *might just do it. No joy; still get the inline comment. I'm curious as to why you have the offsite guys replying as comments instead of just making it an email reply? They use email on their smartphones to send the images along with an explanation. The reason we send them the stub is so that they have the correct RT subject and headers for the reply. They reply to the stub that's correct for the job they're on. It's also easier for them to find the stub, hit reply, take the pic, and send than to use the rt3 mobile interface.
Re: [rt-users] Thumbnails from attachments?
HAH!
This one-line patch does what I need:
--- ./share/html/Ticket/Elements/ShowTransactionAttachments 2011-04-20
10:22:32.177315771 -0700
+++ local/html/Ticket/Elements/ShowTransactionAttachments 2011-06-14
11:37:22.166621835 -0700
@@ -225,7 +225,7 @@
# if it's an image, show it as an image
elsif ( RT-Config-Get('ShowTransactionImages') and
$message-ContentType =~ /^image\//i ) {
-if ( $disposition ne 'inline' ) {
+ if ( $disposition ne 'inline' and
!RT-Config-Get('ShowNotInlineImages')) {
$m-out('p'. loc( 'Message body is not shown because sender
requested not to inline it.' ) .'/p');
return;
}
Along with a setting in RT_SiteConfig.pm:
Set($ShowNotInlineImages, 1);
--Yan
--
My daughter is racing a triathlon to raise money for her swim club. Want
to help?
http://akari.seiner.com
[rt-users] Setting a primary queue for users and changing queue on take
I have new tickets arrive in the General queue. I don't allow users to own tickets in the general queue. (They just keep them there, making it harder to keep things tidy.) Right now users have to edit the general ticket to change the queue to their own, and then take the ticket once it's in the right queue. I'd like to automate this: Each user has a primary queue. On take, a ticket in the general queue is changed to the user's primary queue. Any scrips out there to do this? Or is there a better way to implement this? One important caveat: users have to be able to create tickets in the general queue, just not own them. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] RT training options
We're looking at getting some end-user training. I've contacted Best Practical, and I'm also looking for any organizations that might provide webinars or other training. Anyone know of any organizations in the Pacific North West that might provide training? How do people go about training their staff in RT use? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Eliminting almost all email noitifications
OK, I have a request... Most of my RT users are getting overwhelmed by emails. I'd like to eliminate all outgoing emails except when the sender uses the One Time AdminCC email line. An email always gets sent to the One Time AdminCC. The only other email is on Owner change to notify the new owner of their ticket. What scrips to I turn off? And do I turn them off by picking the '-' action? Thanks, --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Order of attachments
Is there some way to specify the order of attachments? Either alphabetical or by date would work. Right now they seem to be in random order. We're running 3.8.10. I found some old references to Set($OldestTransactionsFirst, '1'); but that seems to have no effect in 3.8.10. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Adding Queue to comment/reply section
We do something similar. We have engineering and construction queues. When Engineering is done with design and the job is ready to go to the crews, we move it to construction queue. Right now it involves the following steps: 1. Change the queue 2. Change the owner to the Construction Manager 3. Move the old owner to AdminCC 4. Remove engineering mgr from AdminCCs 5. Add dispatch as AdminCC Since the people filling the roles don't necessarily have the same permisisons in both queues, this takes a few trips around the various RT screens. It would be nice to have all of this on one screen. On Thu, May 26, 2011 7:42 am, Chris Hall wrote: Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it just seems more... difficult to dirty hack in on 4.0.0. For example: Queue 1: Level 1 support Queue 2: Level 2 support Customer calls in and the guys at level 1 open a ticket in their queue for the person's problem. 1 hr later they call back to level 1.. they are still having a problem. It's time to pass this on to the Level 2 guys. The level 1 guys want to click comment (or reply.. whatever) on the ticket, and annotate that customer 1 is having problems beyond their scope of responsibility. It's time for level 2 to take over. On this same page, they wish to change the queue to Level 2 support, so that, upon updating the ticket: 1. their notes are saved to the ticket 2. the ticket is moved to the appropriate queue On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Chris, I'm not sure I understand what you're asking. You wrote so that my user base can change the queue when updating or replying to tickets. Why in the world would you want to do this? Tickets reside in a Queue, so how could RT find that ticket if you were sending an update to a different Queue? Again, I'm sure I read this incorrectly (that happens a lot with me ;-). Could you explain this a little differently, perhaps? Kenn LBNL On Thu, May 26, 2011 at 6:58 AM, Chris Hall hir...@gmail.com wrote: Hello all, I was wondering if I could get a hand with a change I wanted to make on our end. In fact, I was able to change this in 3.8.8 days, but the changes don't work on 4.0.0. I want to add to the Ticket and Transaction section a Queue option, so that my user base can change the queue when updating or replying to tickets without having to go through the extra steps of going to basic and changing it there once the ticket has been updated. I've tried several modifications to the code, but nothing seems to give me the results I'm looking for. Is anybody able to offer any assistance on adding this dropdown into the Ticket and Transaction field? !DSPAM:4dde672e237401804284693! -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Workflow HOWTO
I'm struggling with implementing approvals. Here's how we work: An engineer designs a project. Once s/he's done, s/he has a supervisor approve the design and cost estimate. This approval may need several levels depending on the overall cost estimate (we're a public utility and the approvals are governed by state statutes). While the ticket is in review, I want people to be able to make comments and other minor changes, but must not be allowed to change the queue or status. Once the ticket is approved, it then gets moved to the construction queue. Changing the queue can be automated based on the approval. Per the docs, the correct way is to create a new ticket in the new queue, but that won't really work for us without additional complications; the drawings, specifications, and estimate are part of the engineering ticket and the construction crews sometimes need to see the design decisions that went into the design, so they need to have full access to the engineering ticket. How do I implement this? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Selecting which files to send in replies?
We use RT to track construction projects. As the ticket develops, drawings, permits, etc. are scanned and attached to the ticket. At times we need to send copies of specific items that have been attached to requestors. Is it possible to select existing attachments to send with the reply email? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Send email from within RT
We often find ourselves in a position where we need to send email to peopl who are not necessarily CCs or AdminCC. Typically this might be outside parties who review a project we're tracking. I've been looking for a way to do this and found this: http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence which is close to what we need but not quite. I really need a way to send an email with the correct RT headers, subject, and from address to arbitrary people at any time within RT. Does anyone know how I could do this? Thanks, --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Send email from within RT
On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: We often find ourselves in a position where we need to send email to peopl who are not necessarily CCs or AdminCC. Typically this might be outside parties who review a project we're tracking. I'd recommend using a comment and filling in the one-time-cc field. OK, that makes sense. Is there some way to get autocomplete or a click-fill for the email addresses? Or, better yet, to get Outlook address book access from RT? --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Send email from within RT
On Tue, May 24, 2011 9:29 am, Yan Seiner wrote: On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote: On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote: We often find ourselves in a position where we need to send email to peopl who are not necessarily CCs or AdminCC. Typically this might be outside parties who review a project we're tracking. I'd recommend using a comment and filling in the one-time-cc field. OK, that makes sense. Is there some way to get autocomplete or a click-fill for the email addresses? Or, better yet, to get Outlook address book access from RT? OK, got it. http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Sending attachments as links
We're using RT to manage construction jobs. Right now, every time someone adds an attachment, RT generates an email with the attachment to the AdminCCs. This is giving us headaches; some of our attachments are 20MB and this gives email systems fits. Is it possible to change the template to send the body of the message, and replace the attachments with links to them? Or, failing that, just replace the attachment with a text string telling the recipient to look at the ticket? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Sending attachments as links
I did that. I now get the links but I still get the attachments. From the docs, Transaction-content should only attach the mime/text part. When I take that out, I get no text but I still get the attachments. What is attaching the attachemnts? 3.8.10 On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote: http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail On Wed, May 25, 2011 at 1:30 AM, Yan Seiner y...@seiner.com wrote: We're using RT to manage construction jobs. Right now, every time someone adds an attachment, RT generates an email with the attachment to the AdminCCs. This is giving us headaches; some of our attachments are 20MB and this gives email systems fits. Is it possible to change the template to send the body of the message, and replace the attachments with links to them? Or, failing that, just replace the attachment with a text string telling the recipient to look at the ticket? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com -- Best regards, Ruslan. !DSPAM:4ddc2f06299341804284693! -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Sending attachments as links
HA! The template has RT-Attach-Message: yes change that to RT-Attach-Message: no and no more attachments. POOF! (OK, probably obvious to all you seasoned hands but us newbies struggle with the basics.) On Tue, May 24, 2011 4:26 pm, Yan Seiner wrote: I did that. I now get the links but I still get the attachments. From the docs, Transaction-content should only attach the mime/text part.. When I take that out, I get no text but I still get the attachments. What is attaching the attachemnts? 3.8.10 On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote: http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail On Wed, May 25, 2011 at 1:30 AM, Yan Seiner y...@seiner.com wrote: We're using RT to manage construction jobs. Right now, every time someone adds an attachment, RT generates an email with the attachment to the AdminCCs. This is giving us headaches; some of our attachments are 20MB and this gives email systems fits. Is it possible to change the template to send the body of the message, and replace the attachments with links to them? Or, failing that, just replace the attachment with a text string telling the recipient to look at the ticket? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com -- Best regards, Ruslan. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com !DSPAM:4ddc3f0028351061887518! -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Rt and field crews
Is there any way to do custom print.css based on the queue? I only need this one particular print form for one queue. On Tue, May 17, 2011 2:16 pm, Ruslan Zakirov wrote: Hello Yan, RT uses print.css - style sheet that only used for printing. You can change it adopt for your needs. Also, you can create a special print view as combination of customized Display.html and custom style sheet. On Tue, May 17, 2011 at 10:40 PM, Yan Seiner y...@seiner.com wrote: We're using RT to manage work crews. We have crews that go out and work on various projects. We have a crew that specifically deals with small projects; these are small one day or less jobs. Dispatch gets a work order, typically by phone. She takes down the information, location, etc. on a pre-printed form, does some basic research on ownership, access, etc, and then sends the same form out with the crew to fix the issue. I've created the dispatch part of the form in RT. The bottom half of the form is blanks that gets filled out in the field by the crew foreman. I need to get RT to print the form so dispatch can put them in the crew work order pile. I've looked around and RT doesn't really seem to have any simple way to print tickets in a specific format. Any guidance on this? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com -- Best regards, Ruslan. !DSPAM:4dd2e76b277131901992046! -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Roles in history not being translated
I created a new .po file to change the role names displayed for the various roles used in RT. This works really well in most cases. For example, I changed AdminCC to Team Member, which better describes our role. I built the .po file and now I have most of the labels changed to what I want. Except for the history. In the history, RT uses the original lables: AdminCC, CC, Requestor instead of Team Member, Stakeholder, and Customer. While my knowledge of perl is miniscule, I did figure out that the problem is in one of the following areas: lib/RT/Record.pm:1717 lib/RT/Transaction_Overlay.pm:736 lib/RT/Transaction_Overlay.pm:779 as these are templates that RT then fills in with the role... Is there any way to correct this? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Changing Owner, AdminCC and CC labels
On Tue, May 17, 2011 6:50 pm, Thomas Sibley wrote: On 05/17/2011 04:17 PM, Yan Seiner wrote: Is it possible to change the Owner, AdminCC and CC labels? The roles really correspond to Team Leader, Team Member, and Secondary Requestor the way we're structured and it would make life a bit simpler if we could actually see those labels. You can do this very simply by creating a custom local/po/en.po translation file that translates Owner, AdminCc, and Cc into the appropriate phrases. If you use your RT in a different language, you'll need to change the language code from 'en' appropriately. I believe there is an example of how to do this on the wiki. This turned out to be the best solution by far. The en.po file is pretty sparse so use a different language to get all labels you want, grep out the stuff you want, change it and merge it into the english version. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Linking to RT from MS Excel
On Wed, May 4, 2011 4:53 pm, Lai Zit Seng wrote: On May 5, 2011, at 7:10 AM, Yan Seiner wrote: On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. I've tried the hyperlink function and also a directl link; no matter what I do RT only goes to the home page. Hyperlinking directly to a ticket seems to work otherwise. Is there something particular about excel that makes it break? Does anyone know where to look? Here's the apache logs of the exchange: snipped Anyone have any clue what's going on? It looks like a failed login, but the user is logged in on the machine, and RT opens up on the user's dashboard. I've encountered similar problems with other sort of websites if hyperlinked from Office (not necessarily Excel, but also Word and PowerPoint). It's very irritating. I understand the issue is that Office programs will make an initial web request NOT using your favourite web browser, where it does not have the correct login credentials (or cookies of a pre-existing logged in session), and thus ends up with the wrong web content. If that initial web request results in a HTTP 403 error (forbidden), the Office program will just pop-up an error dialog without even launching the browser (this happens on my Drupal website). OK, for posterity, here's the solution, provided by our very helpful IT department: This MSKB article http://support.microsoft.com/kb/899927 explains the nature of the problem and which makes reference to the registry fix described in this article http://support.microsoft.com/kb/218153. I can vouch for the fact that applying the fix does resolve the link problem. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Rt and field crews
We're using RT to manage work crews. We have crews that go out and work on various projects. We have a crew that specifically deals with small projects; these are small one day or less jobs. Dispatch gets a work order, typically by phone. She takes down the information, location, etc. on a pre-printed form, does some basic research on ownership, access, etc, and then sends the same form out with the crew to fix the issue. I've created the dispatch part of the form in RT. The bottom half of the form is blanks that gets filled out in the field by the crew foreman. I need to get RT to print the form so dispatch can put them in the crew work order pile. I've looked around and RT doesn't really seem to have any simple way to print tickets in a specific format. Any guidance on this? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Changing Owner, AdminCC and CC labels
Is it possible to change the Owner, AdminCC and CC labels? The roles really correspond to Team Leader, Team Member, and Secondary Requestor the way we're structured and it would make life a bit simpler if we could actually see those labels. -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Complex question re tickets, custom fields, and queues
I think you could set the adminCC for locations A-E to the group that needs to see those. Then build a My Team search that displays all tickets for which you are owner or AdminCC. This will do what you want, I think, at least in terms of finding and displaying those tickets. Alexander Finger wrote: Hi Brandon, the first obvious idea would be to grant access based on custom field values, which is not possible. Another option would be to use a Queue per Location, having the disadvantage of spreading tickets over multiple queues. A third option would be to create child tickets automatically, based on the custom field value (and update/close the master ticket by using the parent/child relationship). I think that's doable and would work in the case as you describe it. rgds Alex On Sat, May 14, 2011 at 8:21 AM, Brandon Ward bw...@film-tech.com wrote: v3.8.7 - I have a question about Queues, Tickets, and Custom Fields. I've found some info in the Wiki regarding spawning child tickets, but can't tell if that's what I need to do. Is this possible? I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and C3). Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations (A, B, C, D, E, F, G). C3 needs to see tickets for all locations EXCEPT for F and G. Is there a way to have all tickets cloned or viewable to C3 except for those relating to those 2 specific locations? The tickets for the C1 queue have a custom field that specifies which location it's for. C3 will be using Self Service and should only be able to VIEW tickets that pertain to them. Scenario: A call comes in to the helpdesk from C1. A ticket is opened in the C1 queue. During creation, a location is selected from a custom field. If the location is A-E it needs to be viewable to C3. If not, it acts like a normal ticket in any other queue. Can this be done via scrip or extension? Thanks, Brandon -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Placing custom fields where I want them
I'm using 3.8.10. I need to develop a couple of forms with a large number of custom fields. It looks like the custom fields are placed on the ticket in the order they are created. Is there some way to specify the location/order of the fields? Also, is there some way to change the size of the text fields? -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Using RT to track outgoing requests
I'm following up on this thread: http://lists.bestpractical.com/pipermail/rt-users/2011-April/070205.html I am very interested in making this work. We often need to communicate with outside agencies and being able to push a ticket to an outside agent would be very useful. --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Radio button or yes/no custom field
I'm using 3.8.1. Is there any way to create a checkbox or a yes/no custom field with a default to 'no'? Select one value doesn't do it as it always presents a third choice '-' and the window is 5 lines. The autocomplete doesn't quite do it. I just need a checkbox to flag a ticket a certain way. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
Re: [rt-users] Radio button or yes/no custom field
On Fri, May 6, 2011 3:30 pm, Yan Seiner wrote: I'm using 3.8.1. Is there any way to create a checkbox or a yes/no custom field with a default to 'no'? I just need a checkbox to flag a ticket a certain way. Never mind; found the extension right after I posted. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
[rt-users] Watched queues
I'm stuck on the best way to set this up: Our department is set up as a bunch of workgroups. I have a queue set up for each workgroup. 4As things stand, it makes sense to allow anyone to create a ticket for any other workgroup and to monitor all the tickets in their workgroup. It does not make sense to have everyone monitor everyone else's tickets. So I set up all previledged users with the rights to see all queues, and to crteate and comment on tickets in all queues. Now I need to set up a search that finds only those queues that each member belongs to. I am not sure how to do that; I don't see a search option that allows me to do that. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
[rt-users] Linking to RT from MS Excel
I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. I've tried the hyperlink function and also a directl link; no matter what I do RT only goes to the home page. Hyperlinking directly to a ticket seems to work otherwise. Is there something particular about excel that makes it break? Does anyone know where to look? -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
Re: [rt-users] Linking to RT from MS Excel
On Wed, May 4, 2011 3:48 pm, Yan Seiner wrote: I'm trying to set up a link from a MS Excel spreadsheet to an RT ticket. I've tried the hyperlink function and also a directl link; no matter what I do RT only goes to the home page. Hyperlinking directly to a ticket seems to work otherwise. Is there something particular about excel that makes it break? Does anyone know where to look? Here's the apache logs of the exchange: 140.211.84.66 - - [04/May/2011:16:06:26 -0700] GET /Ticket/Display.html?id=9 HTTP/1.1 302 439 - Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2) 140.211.84.66 - - [04/May/2011:16:06:28 -0700] GET /NoAuth/Login.html?next=e7071bf98bd712fceaa850abf5cc00e6 HTTP/1.1 200 5559 - Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2) 140.211.84.66 - - [04/May/2011:16:06:31 -0700] GET /Ticket/Display.html?id=9 HTTP/1.1 302 439 - Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2) 140.211.84.66 - - [04/May/2011:16:06:32 -0700] GET /NoAuth/Login.html?next=f6e5ec0408aa263848c49978088df779 HTTP/1.1 200 5559 - Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDS; .NET4.0C; InfoPath.2) 140.211.84.66 - - [04/May/2011:16:06:35 -0700] GET /NoAuth/Login.html?next=f6e5ec0408aa263848c49978088df779 HTTP/1.1 302 384 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0) 140.211.84.66 - - [04/May/2011:16:06:36 -0700] GET / HTTP/1.1 200 38925 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0) Anyone have any clue what's going on? It looks like a failed login, but the user is logged in on the machine, and RT opens up on the user's dashboard. This is repeatable on both my home server and on the Gossamer hosted installation we have. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
[rt-users] newbie question on email notifications
Can I get the idiot's condensed version of email notifications? I have an installtion of RT. Most of my users are sporadic users; they may get a ticket once a week or so. I need to set up email notifications when something happens to a ticket with their name on it. For example: when a ticket gets created with them as the owner when a ticket on which they are cc: gets a comemnt For now that's the big ones. How do I that? Thanks, --Yan -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
Re: [rt-users] Using RT to track outgoing requests
Nathan Ward wrote: On 27/04/2011, at 10:15 PM, Raed El-Hames wrote: Nathan: There are different ways of dealing with the scenario you have. What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor, When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence. I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. This approach sounds good, but I'm not sure it will work for me. I often need to create a ticket with a customer, for example We need to move this around in such a way or We need to free up some hard drive space or something. I also often deal with suppliers that are not my supplier, but the customers' supplier - for example today I have a problem where a customer's outbound email relay at their ISP is blacklisted, and I've noticed this, so I need to raise a ticket with the people who run their in-house exchange server and manage moving their mail to relay through a host I provide them. I could go to my customer and have them relay information for me, but that's a pain when they are not technical and don't pass information on quite right - I prefer to deal direct. This is exactly the boat I'm in as well. I need to send an email to a 3rd party, either as a new ticket, or from within an existing ticket. We are piloting RT as a way to keep track of utility work. The other day I had the need to request a contractor provide a price for a service for an existing project. I ended up sending the email through Outlook, getting the quote back, sending that to RT as a new ticket, and then merging the tickets. Yuck. I can do that; I can't train my users to do that. I need some way to send a fairly ordinary looking email to an outside party that is not on the ticket, from within RT and attached to a ticket. --Yan -- My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My tv is Taiwanese. My country's politics are Byzantine. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?
[rt-users] Users Handbook
Is there a Users Handbook available? I will be deploying RT as a pilot project and would like to have some materials for the users to refer to. --Yan -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
