Re: [rt-users] Onetime CC are giving an internal error

[Gordon Messmer]

We are running rt-4.4.0 and just noticed that selecting a One-time Cc
gives an internal error in the Scrips and Recipients block.
The error is:

[9625] [Thu Apr  7 12:37:48 2016] [warning]: Use of uninitialized value in 
split at /opt/rt4/share/html/Helpers/PreviewScrips line 81. 
(/opt/rt4/share/html/Helpers/PreviewScrips:81)
[9625] [Thu Apr  7 12:37:48 2016] [error]: Operation "eq": no method found,
 left argument has no overloaded magic,
 right argument in overloaded package Email::Address at 
/opt/rt4/share/html/Helpers/PreviewScrips line 115.


http://lists.bestpractical.com/pipermail/rt-users/2016-April/087217.html

I've been seeing this error since the release of 4.4.  It was mentioned 
here on the list, and at the time I thought a fix would surely make its 
way down the pipeline.  Sadly, I haven't seen one, so I found the error 
and fixed it the other day.  If this is causing your users to miss 
replies to tickets, the issue is fairly simple to fix.  The attached 
patch corrects the problem by quoting a variable that has overloaded 
operators, so that it's treated like a string.  I've also sent this 
patch to rt-devel.


--- rt-4.4.1/share/html/Helpers/PreviewScrips.orig	2017-02-15 19:52:17.761241782 +
+++ rt-4.4.1/share/html/Helpers/PreviewScrips	2017-02-15 19:52:36.460407904 +
@@ -112,7 +112,7 @@
 % $recips{$addr->address}++;
   <%loc($type)%>:
 % my $show_checkbox = 1;
-% if ( grep {$_ eq $addr->address} @{$action->{NoSquelch}{$type}} ) {
+% if ( grep {$_ eq "$addr->address"} @{$action->{NoSquelch}{$type}} ) {
 % $show_checkbox = 0;
 % }
 

Re: [rt-users] Attachments don't reach database for one user

[Gordon Scott Messmer]

On Tue, Mar 15, 2016 at 9:31 AM, Chanel Wheeler 
wrote:

> Yes, everything in the ticket shows up for the faulty user except for the
> attachment. The rights for this user and other basic users of the system
> are the same.
>
>
>
Is that user using Outlook?  Might it be sending non-plain-text parts of
the message as winmail.dat?
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[rt-users] Should RT4 (4.4.0) display time sums under "the basics"?

[Gordon Messmer]

We recently upgraded to RT 4.4.0.  When our staff add time worked to a 
ticket, two labels appear under "The Basics," "Worked" and "Users"


After the "Worked" label, there is a sum of all the time entries. After 
the "Users" label, a user is listed with a time value that appears to be 
just the first time entry they've added.


So, for example, if Bob adds 15 minutes worked and then later adds 
another 5, the "Worked" label will read "20 minutes" and the "Users" 
label will read "bob: 15 minutes"


Is that the expected behavior?  I didn't pay attention to these fields 
in the past, but our staff are reporting that these aren't working as 
expected.


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[rt-users] Permission question

[Gordon Messmer]

I'd like to create a user account in RT3.8 with access to see all of the 
tickets in one queue.  I don't want this user to receive any email.


I've created the account and tried granting it AdminQueue, SeeQueue, 
Watch, WatchAsAdminCc permissions, but in all cases the user does not 
see any queue listed on the Home page and does not see any tickets 
listed if I manually load a correct search URL.


Does anyone know specifically what permissions are required to see all 
of the tickets within a queue?  Do I need to flush a cache somewhere?

Re: [rt-users] monthly reports?

[gordon]

That would be close - but what about tickets in the previous month, but
not resolved (or even still open)? After all, those are tickets we
worked on during the month in question...


You can also do Ticket searches on Updated or LastUpdated and 
LastContacted (aka Told) between dates. An Updated search will give 
you any tickets that had Comments or Replies added to them, had custom 
field changes or status changes.


Gordon

Re: [rt-users] Customised display format for Simple search

[gordon]

Thanks Kevin.

Here are some details for others about what I did:

I ended up modifying and renaming 3 files, Simple.html, Results.html and 
Googleish.pm


We now have a ticket custom field called Serial Number which is linked 
to a modified Simple.html (Simple2.html) web page. This allows us to 
click on the displayed serial number which then automatically opens a 
separate search page displaying all other tickets containing that serial 
number.


Unfortunately my programming skills are only good enough to hack 
together a solution for my particular requirements and would in no way 
be suitable for applying a patch. Also, this was still on rt-3.6 (will 
upgrade when I have to).


Gordon


On 27/05/2010 12:37 AM, Kevin Falcone wrote:

On Fri, May 21, 2010 at 09:25:07AM +1000, gor...@cryologic.com wrote:

Hi,

I would like to create a customised display format that is only used
for a Simple search. ie I would like to keep the default display
format for a regular search. Is this possible? If so, what files
would I have to add/change?


You'd need to change Search/Simple.html to pass a Format to
Result.html.

Most likely you'd want to use the style of the other Formats defined
in RT_Config.pm and make this a config option and send in a patch

-kevin


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[rt-users] Customised display format for Simple search

[gordon]

Hi,

I would like to create a customised display format that is only used for 
a Simple search. ie I would like to keep the default display format for 
a regular search. Is this possible? If so, what files would I have to 
add/change?


Thanks for any advice.
Gordon

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Re: [rt-users] Simple Search and Custome Field

[gordon]

In RT-3.6.7 we modified rt3/local/lib/RT/Search/Googleish_Local.pm
to perform searches of certain custom fields from simple search.
When we put sn:xxx in a simple search it finds any tickets containing 
xxx in a Serial Number custom field.

We also modified rt3/local/html/Search/Simple.html to provide 
instructions for this search.

Gordon

Michael Neuschafer wrote:
 Is there a way to allow simple search to also search custom fields?
 
  
 
 Thanks,
 
  
 
 *Michael Neuschafer*
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[rt-users] Modifying Comments or Replies

[gordon]

Hi,

I understand why a Ticket History is immutable and this is very 
important to us for auditing/security reasons.

However, Comments are often entered incorrectly or sometimes into the 
wrong tickets and can confuse issues even if a subsequent comment 
corrects the first.

I would like to have the best of both worlds where History is recorded 
but comments can be changed.

Is it not possible to treat the comments in the same way custom fields 
are, ie the data in the custom field changes but a record is kept of the 
change?

This would require a slightly different layout with comments listed 
separately under the ticket fields and a full history at the bottom of 
the ticket or elsewhere (we currently do this already, listing only 
comments on the ticket page and list the full history if the history 
link is selected).

Gordon
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[rt-users] Tracking changes to queue structure

[gordon]

RT provides an excellent history log of all activities relating to a 
ticket. This provides an unchangeable record which auditors love when 
reviewing tickets.

However we occasionally make changes to a queue such as adding a new 
custom field. This does not get filled in for historical tickets (too 
many) only new ones. When reviewing the old tickets auditors ask why the 
fields were not filled in correctly.

We handle this by keeping a separate log of changes we make to queues 
and when they were made.

My question is: does anyone else keep track of the changes they make to 
queues, and if so, how do you do it? Is there any way to do this within 
RT - I would love to do so but have no idea where to begin.

thanks
Gordon
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Re: [rt-users] Tracking changes to queue structure

[gordon]

Thanks Ken,

I use this feature for some fields but others require information 
specific to a ticket (eg description of product design change). Also, 
reviewers of historical tickets can still ask the question: why wasn't 
the field filled in when the ticket was active?

Gordon


Ken Crocker wrote:
 Gordon,
 
 RT has a Bulk Update feature which would allow you to add whatever 
 value to specific Custom Fields on tickets in specific Queues as well as 
 add comments to specific tickets in a queue. By specific, I mean 
 whatever criteria you use for selecting the ticket you want to update.
 
 Kenn
 LBNL
 
 On 11/23/2009 3:01 PM, gor...@cryologic.com wrote:
 RT provides an excellent history log of all activities relating to a 
 ticket. This provides an unchangeable record which auditors love when 
 reviewing tickets.

 However we occasionally make changes to a queue such as adding a new 
 custom field. This does not get filled in for historical tickets (too 
 many) only new ones. When reviewing the old tickets auditors ask why the 
 fields were not filled in correctly.

 We handle this by keeping a separate log of changes we make to queues 
 and when they were made.

 My question is: does anyone else keep track of the changes they make to 
 queues, and if so, how do you do it? Is there any way to do this within 
 RT - I would love to do so but have no idea where to begin.

 thanks
 Gordon
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Re: [rt-users] Tracking changes to queue structure

[gordon]

Nice idea, I like it!

thanks
Gordon


Nick Kartsioukas wrote:
 On Tue, 24 Nov 2009 10:35:31 +1100, gor...@cryologic.com said:
 I use this feature for some fields but others require information 
 specific to a ticket (eg description of product design change). Also, 
 reviewers of historical tickets can still ask the question: why wasn't 
 the field filled in when the ticket was active?
 
 I would do this:
 1) Create the new custom field, and add any selection values to it that
 you'll need (if it's not a fill-in-the-blank type CF)
 2) Also add a selection value of Field not available at time of ticket
 creation
 3) Using Bulk Update, set that CF value to Field not available at time
 of ticket creation for all existing tickets
 4) Go back to the custom field settings, delete the value Field not
 available at time of ticket creation as an option
 5) Explain to the auditors that new fields are added every so often, and
 explain the procedure you went through to set that value, emphasizing
 that by removing that particular value as an option, users are unable to
 set any new ticket custom field to that value.
 
 That should hopefully be sufficient to satisfy everyone...
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[rt-users] Version of RT that works with RT-Extension-MandatorySubject-0.01

[gordon]

Hi,

I had a look in the documentation but couldn't easily find which version 
of RT this extension works with.

V0.02 and V0.03 state they require RT 3.8.3 at least.

I am still running RT-3.6.7.

thanks
Gordon
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[rt-users] On saving changes to a ticket edit page displayed

[gordon]

I know this has been mentioned before but I haven't been able to find in 
the lists the reason for this small, possible inconsistency.

When you Update a ticket after adding a comment the modified ticket is 
displayed.

When you Save Changes to a ticket, after modifying fields in the edit 
  Basics page (for instance) the edit window remains displayed, rather 
than returning to the ticket display page.

I am sure there is a logical reason for this, and am just trying to find 
out what it is to provide our users with an explanation.

thanks
Gordon
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Re: [rt-users] PATH: shredder deletes users with valid messages

[gordon]

Demanding work be done by developers who kindly (ie for free) maintain 
open source software, in my opinion, borders on being plain rude.
You are free to patch your own version of RT, or find alternative 
software which falls more in line with your expectations for ongoing 
development. The excuse of being tired and emotional only carries weight 
for so long.

Gordon

Jo Rhett wrote:
 See my reply.   The part of the patch which you refused because it was  
 well documented breaks RT.  Not fixing that isn't something you can  
 simply document -- RT falls over.  Searches break.  Pulling up  
 tickets break.  Pulling reports on users work on tickets break.   You  
 can't simply document this behavior, it's a must-fix issue.


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Re: [rt-users] Difference between a CC and a Requestor

[gordon]

The role of watchers (CC, Requestor, AdminCc and Owner) can be 
customised to meet specific requirements. Using scrips and templates 
different emails can be sent to different watchers and different rights 
can be assigned for modifying tickets. And, with custom scrips, 
different actions can be taken. The default roles have been outlined in 
the other replies to this question.

As an example for our Customer Support tickets we assign the watcher 
roles as this:
Requestor:  Customer with issue. Receives automated and customer 
specific emails
Owner: Person responsible for contacting customer. Only owners can Reply 
(send emails to Requestors) to tickets and have full rights to ticket 
modifications
AdminCc: Staff member required to add input to ticket issue. They 
receive automated email notifying them them their input is required. Can 
comment on tickets.
Cc: Staff member with interest in issue. Receives all emails generated.

regards
Gordon


Richard Brady wrote:
 Hi folks
 
 I am struggling to understand the difference between a CC and a 
 Requestor? When adding extra people to a ticket, it's not clear whether 
 they should be added as one or the other.
 
 Any clarification would  be much appreciated. (I have looked for 
 documentation on this but have not found much).
 
 Richard
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[rt-users] ACL for modify links

[gordon]

Using rt-3.6.7

I would like all users to be able to link tickets in different queues, 
however, in some queues, we require only Owners be able to add Replies.
Is this impossible without modifying RT?

It seems ModifyTicket right is required for linking tickets but by 
default this also allows replies.

thanks
Gordon
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[rt-users] Is it possible to rename the rt database?

[gordon]

We currently have two instances of rt-3.6 (production and testing) 
running on the same pc. One is handled by mod_perl and the other by 
FastCGI. This has worked fine with separately created databases.

Recently I made a copy of my production database and renamed it from rt3 
to rt3-eval. This rt3-eval database mostly works with my test rt3 except 
that a lot of links (MyTickets on RT at a glance etc) all point back to 
my production site. If I manually enter the correct test web address the 
tickets display correctly. I have cleared the mason cache and restarted 
the webserver.

Is the web path stored in the database? Is there any way to correctly 
rename a database?

thanks
Gordon
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Re: [rt-users] Is it possible to rename the rt database?

[gordon]

My RT_SiteConfig.pm has remained unchanged for the rt-eval site and 
points to the correct web location (/rt-eval).

All of my saved searches (copied from production to eval) point to the 
wrong web location.

What I have noticed is that if I look at my Saved Searches in the 
Advanced Editor the bottom section displays:
href=/rt/Ticket/Display.html
instead of href=/rt-eval/Ticket/Display.html

Is this href value stored as part of the saved search in the database?

Gordon


Ruslan Zakirov wrote:
 I think your problem is not a DB, but RT's config file. you should
 adjust Web* options. Also, make sure test server connects to test
 (rt3-eval) DB, check Database* options.
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Re: [rt-users] tickets created in RT don't line-wrap?

[gordon]

Perhaps deleting the mason cache before restarting apache may fix it?

Gordon


Jo Rhett wrote:
 FWIW, this setting is now 0 and there are still pre tags in the  
 output.
 
 div class=messagebody
 prediv class=message-stanza-depth-0Go into my preferences and
 
 $ grep TextPre /usr/local/etc/rt38/*
 /usr/local/etc/rt38/RT_Config.pm:=item C$PlainTextPre
 /usr/local/etc/rt38/RT_Config.pm:to be displayed correctly.  By  
 setting $PlainTextPre they'll be
 /usr/local/etc/rt38/RT_Config.pm:Set($PlainTextPre, 0);
 /usr/local/etc/rt38/RT_SiteConfig.pm:Set( $PlainTextPre, 0 );
 
 Apache has been fully stopped and started and this behavior continues.
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Re: [rt-users] tickets created in RT don't line-wrap?

[gordon]

Jo Rhett wrote:
 Most of our tickets are created through e-mail so I didn't notice this.
 
 I just created a ticket inside RT 3.8.2 using the New Ticket In  
 button at the top of the page and the text is unreadable when viewing  
 the ticket because my paragraphs simply aren't line wrapping.  There  
 is a scrollbar in the view and you can scroll back and forth but this  
 is obnoxiously difficult.

in RT_Site_Config change

Set($MessageBoxWrap, SOFT);

Set($MessageBoxWrap, HARD);
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Re: [rt-users] Scrip send email on create

[gordon]

possibly:

Stage: TransactionBatch

 From memory (at least in RT-3.6.x) I think you also have to enable 
batch transactions in RTSiteConfig.pm, something like:

Set($UseTransactionBatch , 1);

Gordon


Dan O'Neill wrote:
 Dan O'Neill wrote:
 Enclosed is a script that adds one or more AdminCC's to a ticket during 
 Create. This does not cause the AdminCC's to receive an email.

 How do I modify this Scrip or otherwise configure the Queue such that 
 AdminCC's will receive a copy of the text in the opening transaction?

 Here is the scrip information.  I've reviewed the contributions page and 
 read what I can before asking this question.  Thanks for the help.

 Condition:  On Create
 Action: User Defined
 Template: Global template: Blank
 Stage: Transaction Create
 
 A little update. At the suggestion of some docs on the wiki, I added a 
 new template to see if that would get this scrip to send a notification 
 to the AdminCC's.  Didn't work, still no outbound notification.  I'll 
 whip up an Amazon gift certificate to anyone who can help me resolve 
 this problem before close of business Wednesday.
 
 Thanks,
 
 Dan
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Re: [rt-users] Adding users to groups to share tickets

[gordon]

Would it be possible to customise the SelfService search to display 
tickets with Requestors from the same email domain (assuming all 
Requestors from the one company use the same domain)?

Gordon




Jason p wrote:
 Ok, I have been trying to figure this out for the past week.  Simple 
 problem we have many customers that share the same queue (support), now 
 some of our larger customers want to be able to group their users so 
 that they can view all their own tickets generated by anyone in their 
 company.
 
  I can not find a way to do this without allowing the users to see all 
 tickets in the entire support queue ( This would be very bad ) as it is 
 made up of many competing companies. It would be a Pain to have to 
 create a new support queue for every customer.
 
 
 
 Any Help would be great.
 
 Thanks
 
 Jason
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Re: [rt-users] printable work order

[gordon]

 I modified the default RT template to include a separate stylesheet 
reference for printouts.

I'm not exactly sure which file this refers to? Could somebody please 
point me at it.

Does anyone care to share their customised style sheet they use for 
printing?

Thanks
Gordon
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[rt-users] Hiding empty Custom Fields

[gordon]

I am sure I read a post a few weeks back discussing the possibility of 
hiding Custom Fields from the display page if they contained no data.
For the life of me I can't seem to find it. Could somebody please point 
me in the right direction, or am I just imagining the whole thing?


thanks
Gordon
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Re: [rt-users] ClickableLinks in custom fields

[gordon]

Thanks Torsten,

I had looked at this earlier and originally thought it wouldn't be 
useful for my application. However, after revisiting the idea, I see I 
can simply put in file:/__CustomField__  as the URL and users can 
put in their network file paths as the custom field value, to create a 
clickable link.

Gordon


Torsten Brumm wrote:
 Hi Gordon,
 
 have a look into CF Configuration:
 
 Link values to
 RT can make this custom field's values into hyperlinks to another 
 service. Fill in this field with a URL. RT will replace __id__ and 
 __CustomField__ with the record id and custom field value, respectively
 
 Create a CF and type inside the Link Values to: __CustomField__ which 
 will create a clickable link with the content of the CF.
 
 
 2008/11/11 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
 
 Before I reinvent the wheel I thought I would ask if anybody had created
 something similar to the ClickableLinks Callback
 (http://wiki.bestpractical.com/view/ClickableLinks  Dirk Pape et al.)
 applicable to Custom Fields.
 
 RT-3.6.7
 
 thanks
 Gordon
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[rt-users] ClickableLinks in custom fields

[gordon]

Before I reinvent the wheel I thought I would ask if anybody had created 
something similar to the ClickableLinks Callback 
(http://wiki.bestpractical.com/view/ClickableLinks  Dirk Pape et al.)
applicable to Custom Fields.

RT-3.6.7

thanks
Gordon
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[rt-users] wildcards in custom field searches

[gordon]

I am currently performing a search on a custom field like so:

'CF.{Serial Numbers}' LIKE '655'

This obviously searches through the custom field Serial Numbers.

Unfortunately information often gets put in the wrong place and locating 
it can be difficult.

Is it possible to use a wildcard (or other simple method) to search 
through all custom fields? For example:

'CF.{%}' LIKE '655'  (I tried this but it didn't work)

thanks
Gordon
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Re: [rt-users] Requestors recieving blank email after replying

[gordon]

  I'm not sure what you mean by the NotifyActor option.

In your RT_SiteConfig.pm

Gordon
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Re: [rt-users] Safe to modify ScripActions table in database

[gordon]

   Is there a better way to make the changes?
 
 You can edit etc/initialdata and run poke rt-setup-database for
 inserting the new stuff. If you do so, it would be great if you
 wrote a Wiki entry and replied with a link.

I'm guessing /etc/initialdata would be overwritten on an upgrade

Gordon
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[rt-users] Safe to modify ScripActions table in database

[gordon]

I have manually added a row to the ScripActions table of the database.
Is this a bad thing to do in terms of future upgrades?
Is there a better way to make the changes?

thanks
Gordon
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Re: [rt-users] A reminder creates a ticket and sends email to queue watchers???

[gordon]

Kenneth Crocker wrote:
 To all,
 
 
   We'er using 3.6.4 and ha never had the problem your discussing in terms 
 of reminders. Is this new due to 3.8?

no
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[rt-users] Upgrading MySQL 4.1 to MySQL 5.0

[gordon]

RT-3.8.1

I was just wondering if there are any database changes required for 
upgrading from MySQL 4.1 to MySQL 5.0.

There is no mention of MySQL 5.0 in UPGRADING.mysql so I am assuming not.

Gordon
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Re: [rt-users] Rich Text doesn't show up in ticket view

[gordon]

I think RT cleans up the html for safety reasons and only displays a 
subset of the html formatting (such as bold text) in the ticket display. 
Emails should contain the full html though.

Does anyone know exactly what can be displayed in the ticket?

I think a feature request has been previously made for a configuration 
setting that allows display of full html in the ticket. It sounds like a 
good idea to me.

Gordon


Chris Nelson wrote:
 I pre-apologize if this is a total newbie question - but when I create a 
 comment or a ticket with Rich Text in the body (say I make a name blue), 
 the formatting does not appear when I view the ticket.
 
 For example, I create a ticket and type CRITICAL ISSUE in all red 
 letters at the top of a comment. When I finish the comment and click 
 Display at the top of the ticket, CRITICAL ISSUE is there, but it 
 doesn't show red - it just shows black. When I download the attachment 
 the html code is correct - which makes me wonder if it's a browser issue 
 or if I'm just doing something that's preventing it from displaying in 
 the UI.
 
 Thanks in advance!
 
 Firefox 2 (cuz ff3 is just plain SLOW on all web pages)
 RT 3.8.1
 Ubuntu Linux
 MySQL
 
 Thanks,
 -Chris
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Re: [rt-users] Rich text editor on Ticket Creation page

[gordon]

I noticed on the BestPractical Website Blog:

http://bestpractical.typepad.com/worst_impractical/2008/07/today-were-rele.html

a screenshot for the Create a New Ticket page which shows the Rich 
Text Editor enabled.

This leads me to assume I have a configuration, or possible Rights, 
problem which is not displaying the Rich Text Editor on the Create a 
New Ticket page for me as SuperUser. It is available for Comments and 
Replies however.

Any suggestions to what I am doing wrong?

thanks
Gordon

[EMAIL PROTECTED] wrote:
 Clean install of rt-3.8.1
 
 When you open the page to create a new ticket is it possible to turn on 
 the Rich Text Editor toolbar for the Describe the issue below textbox?
 Or is this textbox somehow different to the Comment and Reply textboxes?
 
 Thanks
 Gordon
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[rt-users] Rich text editor on Ticket Creation page

[gordon]

Clean install of rt-3.8.1

When you open the page to create a new ticket is it possible to turn on 
the Rich Text Editor toolbar for the Describe the issue below textbox?
Or is this textbox somehow different to the Comment and Reply textboxes?

Thanks
Gordon
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Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status

[gordon]

We are the same, much prefer searching for all unresolved and resolved 
tickets in the quick search. The change has caused quite a bit of abuse 
at the sysadmin (me).

Gordon


Helmuth Ramirez wrote:
 On our end when we're searching for a ticket, 
 99% of the time its to look for something that's already been 
 done/resolved (end users calling for status, etc).
 
 Thanks
 Helmuth
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Re: [rt-users] Delayed scrip

[gordon]

On create you could also generate a Reminder for the ticket which is set 
to notify the owner in 24 hours.

Gordon


Jerrad Pierce wrote:
 Hey all,
 
 Is anyone aware (nothing on wiki or archives that I could see) of an 
 easy/elegant way to purposefully delay the delivery of OnCreate messages?
 We're using RT to accept new clients, but then are syncing the data with 
 our call center on a nightly basis, so we want to wait until that happens
 before notifying the user...
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[rt-users] Open all linked tickets in browser

[gordon]

Has anyone any ideas on how to open all linked tickets automatically in 
separate browser tabs?

thanks
Gordon
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Re: [rt-users] Personal Queues/Tags

[gordon]

I have multiple searches listed on my homepage which are subsets of all 
the tickets I own:
a list of tickets due this week
a list of tickets of highest priority
etc, etc.

If you can categorise your tickets effectively you should be able to 
create searches to list just those categories.

Gordon


Alex Howells wrote:
 This is as much a question to find out how everyone else manages, as a
 query about what features / hacks / patches may exist to solve stuff!
 
 We operate a number of queues such as:
 
Admin
Enquiries
Orders
etc etc etc
 
 Tickets will come in to those via various mail addresses, but in terms
 of daily work-flow, generally anyone will pick up tickets from across
 the queues to deal with. Ownership will change to that person, ownership
 can be changed to pass a ticket if required (escalation).
 
 What I'm really after is a way to better handle my own queue, which
 often gets quite full and difficult to navigate with 100+ 'open' tickets
 -- typically tickets fall into a few different categories:
 
* Just taken, requires initial response to request
  more information or begin to address customer issue.
  Important if I take these during the working day they
  get a reply (to the customer) before 5pm.
 
* Taken, dialogue has happened. Customer is now waiting
  on me to action something but it isn't a new ticket;
  these don't require action by 5pm but need movement
  within 48-72 hours or people don't feel the love.
 
* Waiting on information from customer, no expectation
  the issue is resolved.  Clarification required, etc.
 
* Suspect the issue is fixed, waiting for confirmation
  of that from the customer.  If no response received
  then I'd usually close these after 48-72 hours which
  issues an explicit mail stating We believe its fixed.
 
 Fourth 'category' (48-72 hour wait) basically avoids spamming customers
 with a resolved mail -- logic behind this is customers get frustrated if
 there's been a misunderstanding and they do *not* think the issue is
 resolved, plus a high churn rate (resolved - reopened) is bad.
 
 I almost get tempted to stall stuff in the fourth category since that
 gets them out of my 'front page' view but they'll pop back up if/when
 the customer replies, but then they never actually get resolved!
 
 So how do you chaps manage a 'large' personal queue, ensuring the right
 tickets get your attention at the right times?
 
 As a side note -- with regards stalled/resolved tickets in a personal
 queue where a member of staff is away.. is there an easy way to tell RT
 someone is away, so any reopened stuff during that duration
 automatically gets moved into the unowned queue for attention?
 
 Cheers!
 Alex
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Re: [rt-users] Add to a particular RT ticket/thread via email based on subject line

[gordon]

You could have an On Create scrip which parses the subject line and 
links tickets with the same Old System Number in some ordered fashion.

Gordon

Peter Collins wrote:
 Hi, it's been a while since I used RT and I'm not sure if I'm wording 
 this question correctly, but...
  
 We have a decrepit ticketing system tied to a good monitoring system. 
 When a machine or service goes down, it creates a ticket and sends a 
 page and email.
  
 I want to start using RT here, and have our old ticketing system email 
 tickets into RT. The problem is, How can RT recognize 2nd, 3rd, 4th, etc 
 updates from the old system and add them into the same ticket thread?
  
 Like:
  
 Old system sends an email to RT with its own ticket number in the 
 subject line.
  
 RT creates at ticket. So far so good.
  
 Old system has an update,such as the problem is trending down, or up, so 
 it sends another email with the same ticket number in the subj line.
  
 RT creates a NEW ticket, right? how can I get RT to read that ticket 
 number from the old system and add the comment to the original ticket?
  
 thanks in advance,
  
 Peter
 
 
 
 
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Re: [rt-users] Multipe rtname or branded queue with single RT instance?

[gordon]

Isn't it possible to simply have different templates for different 
queues which change the subject title accordingly?

Gordon
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Re: [rt-users] Multipe rtname or branded queue with single RT instance?

[gordon]

Would it be simpler to have an On Create scrip which modifies the 
ticket subject to add the queue name?

Gordon

Ruslan Zakirov wrote:
 With good regexp in the config and 3.6.7 (may be 3.6.6) it's possible.
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[rt-users] rt-3.8.0rc testing on same pc running rt-3.6

[gordon]

Hi,

I was wondering if I can install a test instance of rt-3.8.0rcX on the 
same computer running our production rt-3.6.3?

Gordon
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Re: [rt-users] Per-queue page customisations?

[gordon]

Alternatively you could have a custom web form for creating tickets in a 
particular queue and email the data to rt. Wouldn't be much use for 
updating tickets however.

Gordon

 
 Mark,
 
 Unfortunately just using custom-fields will not be enough to fulfill  
 our requirements as we need logic to do things like hiding the 'Owner'  
 select box for some queues.
 
 Regards,
 Tom
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Re: [rt-users] RIP tickets

[gordon]

How about moving all tickets of a certain age to a separate (archive) 
queue which has reply to requestor scrips disabled.

Gordon


Dominic Lepiane wrote:
 Hi,
 
 We've been using RT for many years now and an issue has recently come to my 
 attention regarding old tickets being re-opened.  Specifically, when dealing 
 with RMAs, we have both an RT ticket number and an separate tracking number 
 for another system.  As it turns out, the RT ticket numbers are all 5 digits 
 these days (going on 6) and the other number is 4 digits.  What happened was 
 that by human error, the numbers can be mixed up whereby an arbitrary and 
 very old RT ticket gets reopened when someone tries to update the RMA ticket. 
  Which is not a problem per se, support staff just close the ticket again, 
 however, RT then emails out this customer from 5 years ago.
 
 So we were wondering if we can somehow catch emails referring to very old 
 closed tickets and do something else with them.  Either email them to someone 
 in particular, open up a new ticket, drop them altogether or possibly find 
 the correct ticket based on the custom field which contains the 4-digit 
 ticket number from the other system.
 
 Can we do this and what are we looking at doing to do this?
 
 If nothing else, I would like to intercept all messages to tickets  1 
 and redirect those emails to a separate mailbox which I can probably do in 
 procmail (if my fu is strong).
 
 Thanks in advance
 
 Dominic Lepiane
 Network Administrator
 Point Grey Research

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Re: [rt-users] RT 3.8 beta 2 now available

[gordon]

  On Wed, Jan 16, 2008 at 12:02:52PM -0500, Yitzchak Schaffer wrote:
  Greetings:
 
  Has anyone added custom fields where the choices are taken from a query
  against an outside database, perhaps by modifying the RT code? I didn't
  see anything about this in the docs, and it didn't seem like Include
  page in the CF modification screen would be able to achieve this. If
  not, where should I look in the source code -
  share/html/Elements/EditCustomField seems like a good starting spot.


 That's a feature we've added for RT 3.8. If you're currently in
 development, you might want to start with RT 3.7 - we're trying to get
 3.8 ready for release now (though don't have a scheduled date)



Did this feature actually make it into 3.8? I haven't found reference to 
it in the changelogs.

gordon





Jesse Vincent wrote:
 We've integrated about 350 changes to RT in the last two months as part 
 of the big push toward RT 3.8.0. Many of those changes were made to 
 integrate features Best Practical has built or prototyped for clients 
 over the past several years. Below, please find the high-level changelog 
 for the differences between RT 3.7.81 and RT 3.7.85 (Beta 1 and Beta 2).
 
 At this point, the known remaining work is mostly related to polishing 
 the new web-based installation mechanism and cleaning up small issues as 
 they're reported.
 
 RT 3.7.85 is NOT RECOMMENDED for production use, however we strongly 
 urge you to deploy it in your testing environment and provide feedback 
 to help ensure that RT 3.8.0 is released soon and does what you need 
 when we release it.
 
 
 http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz
 http://download.bestpractical.com/pub/rt/devel/rt-3.7.85.tar.gz.sig
 
 Best,
 Jesse
 
 
 Major new features:
 * Designed a new default RT 3.8 visual style
 * Added support for Rich text / HTML mail composition within RT
 * Added support for  batched email 'digests' (Weekly or daily)
   as well as the ability for a user disable mail him or herself
 * Added the ability for users to build multiple custom 'dashboards'
   out of saved searches, saved graphs and saved charts and to mail
   those dashboards as reports on a regular basis.
 * Added a new, friendlier web-based installation system.
 * Added a Graphviz based visualization of ticket relationships
 * Added simple buttons to create new related tickets
 * Added simple 'bookmarks'/'favorites' support for tickets
 * Added the Ability to subscribe to iCalendar feeds of ticket start/due
   dates in Google Calendar / iCal.app
 * Integrated BrandedQueues RT extension. Let you specify a different
   subject token per queue
 * Integrated RT::Action::ExtractSubjectTag to better support 
 conversations
   between multiple ticketing systems
 * Integrated RT::Action::LinearEscalate
 * Integrated RT::Action::NotifyGroup
 
 Minor new features:
 * EmailInput refactoring, for possible later autocompleter
 * Clean up prototype/scriptaculous files
 * more cleanups on mysql schema vs. charsets, update upgrade script 
 as well
 * Allow mailto:; links as nav menu items
 * Adding a PreForking variant of our Standalone webserver. 
 (currently disabled)
 * Applied a patch from Brian Nelson to add better display of large 
 text
   custom fields.
 * The CreateTicket widget now supports ticket bodies
 * Added Dean Edwards IE7.js to make it easier to write 
 cross-browser styles
 * Finally killed code duplicated between RT::EmailParser and 
 RT::InterfaceEmail

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Re: [rt-users] Can I automatically display a Ticket after CF modification?

[gordon]

When I click the link for Basics or People or Dates the page for 
modifying the associated information is displayed and at the bottom of 
the page is a Save Changes button. Clicking this button does save any 
changes I have made to the page but, unlike adding a Comment, the modify 
page remains open and I have to click the Display link to show the ticket.


Perhaps this issue has been discussed earlier, however my searches of 
the list have not uncovered anything. Does anyone know where I can look 
for a solution?


thanks
Gordon


Drew Barnes wrote:

The Save Changes button, as far as I can tell, doesn't actually change
anything until the Update Ticket button is pressed.  It is used to add
or remove recipients from a given message, be they AdminCCs, CCs or Bccs
on the ticket.


[EMAIL PROTECTED] wrote:

Is there a simple mod which would automatically display the ticket after
the Save Changes button has been clicked on the Modify.html page,
instead of returning to the Modify page?

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Re: [rt-users] how to limit create ticket permission to particular email domain

[Gordon Messmer]

Depending on how seriously you take that idea, I have a filter for the 
Courier MTA that does exactly that:


http://phantom.dragonsdawn.net/~gordon/courier-pythonfilter/latest/filters/privateaddr.py

Kenneth Marshall wrote:

It may be worth doing it in the mail system before the ticket is
logged to RT. Then you do not have a ticket you need to delete.

Ken

  


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Re: [rt-users] How to Configure RT with MS Exchange 2007

[Gordon Messmer]

tariq.doukkali wrote:

In the file /etc/postfix/maincf:

replayhost=IP-Adress of Courier-mail server
...

Now we changed our mail server form courier to exchange 2007. I 
configured the IP adress of exchange server in the /etc/postfix/maincf 
as replayhost. This configuration dont works!!! the mail notification 
through RT dont works again !! ...


I'm assuming that you mean relayhost.  Postfix should be logging any 
errors that occur when it tries to send mail to the exchange server.  
Start by checking your postfix logs.


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Re: AW: Re: [rt-users] clean up user table

[Gordon Messmer]

Ham MI-ID, Torsten Brumm wrote:

Hi,
Make sure to delete the users in a safe way with rtx-shredder and not 
directly from the db.


I'd prefer to, but as I said before, it doesn't work.  The newest 
version of rtx-shredder has a User plugin that has a no_tickets option, 
but when I use that, it says that there's nothing to remove.


Btw, about how many users we talk? We have NO 
performance problems with 30.000 active and a half a million inactive 
users


From my original message: CachedGroupMembers (254475 rows), 
GroupMembers (87456 rows), Groups (95138 rows), Principals (110714 
rows), and Users (15574 rows) tables.


It doesn't seem like much, but it is mighty slow.  How do your tables 
compare?


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Re: AW: Re: [rt-users] clean up user table

[Gordon Messmer]

Sven Sternberger wrote:

oops!

On Di, 2007-11-27 at 10:07 +0100, Sven Sternberger wrote:

But rtx-shredder don't give you a simple way to delete all
users without a ticket, so you have to combine the select
statement from Gordon, and then call rtx-shredder


so Geordons sql statemaent is of course not correct
(for most of us) we have a lot of valid users who never
owned a ticket.
So replace Ticket.owner with Transaction.creator, 
which gives us all users where we deleted 
their tickets via rtx-shredder.


Yep, I noticed that later. So far, the best I've got is this:

SELECT users.id
FROM users
WHERE users.id NOT IN
 (SELECT users.id
  FROM users
  INNER JOIN principals ON users.id = principals.id
  LEFT JOIN tickets ON principals.id = tickets.Owner
 OR principals.id = tickets.creator
  WHERE Tickets.id IS NOT NULL);

I still don't know how other relationships are tracked, like CCs?
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Re: AW: Re: [rt-users] clean up user table

[Gordon Messmer]

Kenneth Marshall wrote:

Here is our instance data, not slow at all:


I'm willing to consider that I'm looking in the wrong place...  When you 
open a ticket, what's the time to display on your instance?  Which DB 
are you using, and what tuning did you do to it?


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Re: AW: Re: [rt-users] clean up user table

[Gordon Messmer]

Kenneth Marshall wrote:


The time to open and display a ticket varies based on the number
of transactions involved, but typically takes on the order of 1-3s.


With RT3 3.6.5 and PG 8.1.9, I'm seeing newish tickets open in a little 
more than two seconds.  I don't have numbers for MySQL 5, but I recall 
it being less than half a second.  It was much longer than that with our 
slightly older rt3 on MySQL 5, and also much longer before we'd done 
vacuum analyse on postgres. ;)


Yes, having seen the system behave much faster, I do think that 2 
seconds is slow.



A new ticket with a few updates will take about 1s and an older
ticket with many updates takes 3-4s. We are using PostgreSQL 8.2
for the backend DB with the index patches from the mailing list
posting. I did have to watch the logs for slow queries, to figure
out where indexes were needed. That and keeping the session table
cleaned is pretty much all that we need to do. From your description,
it sounds like you are just missing an index or two. Once you find
out what you need and add them, you will be fine. I can help with
PostgreSQL but I do not have much experience with tuning MySQL.


After enabling the log, this is the single slowest query that I saw.

2007-11-27 09:39:53 PST rt3 - LOG:  duration: 450.262 ms  statement: 
SELECT main.* FROM ( SELECT main.id FROM GroupMembers main JOIN Groups 
Groups_1  ON ( Groups_1.id = main.GroupId )  WHERE (Groups_1.Domain = 
'SystemInternal' OR Groups_1.Domain = 'UserDefined') AND (main.MemberId 
= '169133')   GROUP BY main.id  ORDER BY min(Groups_1.Domain) ASC, 
min(Groups_1.Name) ASC  ) distinctquery, GroupMembers main WHERE 
(main.id = distinctquery.id)


Where would I look for index patches?
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Re: [rt-users] clean up user table

[Gordon Messmer]

Ruslan Zakirov wrote:

Try to combine no_tickets option with another option.


Ah, I see.  Now that you've pointed that out, I notice that 
status=disabled is used as a default filter.  I missed that, 
previously.  If I specify status,any, I get many results.  I'll give 
this a shot later on.  Thanks very much.


$ rtx-shredder --plugin 
'Users=no_tickets,true;limit,2;status,any;replace_relations,Nobody'



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Re: [rt-users] clean up user table

[Gordon Messmer]

Todd Chapman wrote:

Are you having preformance problems related to the users? If not why
clean it up? Do you like to play with fire?
  


Yes, I am.  RT3 makes multiple queries per ticket displayed that join 
the very large principals and cachedgroupmembers tables.  It causes 
tickets to display somewhat slowly.  There's a small but notable delay 
with RT3 3.6.5 and Pg 8.1.  The delay was intolerably long with some 
earlier minor revision of 3.6 and MySQL 5.0.


I'm tired of running into these problems when I update some component of 
the system, and would like to prune out the tens of thousands of user 
records created by spam through the mail gateway.  I'd be grateful for 
any help that the list can offer.

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[rt-users] Finding users with no accociated tickets.

[Kevin Gordon]

Hi List,

I'm cleaning out RT with rtx-shredder and have vast amounts of old spam
to remove.  

I'm looking for a solution/query to list all users with no tickets this
I believe will considerably cut down the huge list of spam emails to
remove.

I have tried the no_tickets Boolean option in rtx-shredder but returns
no results, I'm not sure what arguments the Boolean accepts, tried true?
 
I'm wondering if this could be done from the rt command line or with an
SQL query, just looking for a point in the right direction.

Also any comment on cleaning out RT greatly accepted.

I'm using the latest version of RT with Pg backend.

Thanks,

Kevin

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[rt-users] At A Glance

[Kevin Gordon]

Hi List,

Trying to upgrade from 3.4.2 - 3.6.5, all went smooth only apparent
errors where updating the schema from 3.5.1; couldn't find schema for;
Pd, after browsing lists I'm under the impression that this can be
ignored? as there is no schema update?

When logging in to 3.6.5 the home page contains no tickets for the user
at a glance also contains no tickets.

If I try to edit:

http://rt.smtl.co.uk/rt3/Admin/Global/MyRT.html

The following error occurs:

error:  Can't call method Content on an undefined value
at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, DATA line
1662.
context:  
... 

93: 
my ( $conf, $pane ) = @_;
94: 
$default_portlets-SetContent( $conf );
95: 
push @actions, loc( 'Global portlet
[_1] saved.', $pane );
96: 
}
97: 
);
98: 

99: 
$m-comp( '/Widgets/SelectionBox:process', %ARGS, self = $_, nojs = 1 )
100: 
for @panes;
101: 

... 

code stack:   /usr/local/rt3/share/html/Admin/Global/MyRT.html:97
/usr/local/rt3/share/html/Admin/autohandler:49
/usr/local/rt3/share/html/autohandler:291

RAW error:

Can't call method Content on an undefined value
at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97.


Trace begun at /usr/local/share/perl/5.8.7/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method Content on an 
undefined value at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 
97.^J') called at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97
HTML::Mason::Commands::__ANON__ at 
/usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0cb0a0)')
 called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1262
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at 
/usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 921
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa0b2cf0)')
 called at /usr/local/rt3/share/html/Admin/autohandler line 49
HTML::Mason::Commands::__ANON__ at 
/usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0cb5e0)')
 called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1262
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at 
/usr/local/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__ at 
/usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0de5c4)')
 called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1257
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at 
/usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 466
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 466
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 418
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa0b2cf0)')
 called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa0b2cf0)')
 called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x97d1dbc)',
 'Apache2::RequestRec=SCALAR(0x9774970)') called at 
/usr/local/rt3/bin/webmux.pl line 125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9774970)') called at -e line 0
eval {...} at -e line 0

The newer system looks pretty fresh and I'm eager to upgrade.

Thanks,

Kevin

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[rt-users] Bar/Pie Chart issue

[Brock Gordon]

I've not been able to find a clue in the lists and was wondering if 
someone could point me in the right direction. Pie and Bar charts aren't 
working in my 3.6.4 install. Using FreeBSD with Apache2 and ModPerl2. 
Charting works fine in Webalizer (generates png graphs), so I'm assuming 
it's not an issue with GD. Where do I begin? Here's what the properties 
of the red x show (I'm manually adding the line break of course):


Chart?Order=ASCChartStyle=barQuery=Queue%20%3D%20'Support'%20AND%20(Status%20%3D%20'open'%20OR%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'stalled') 
\

Rows=50SecondaryGroupBy=OrderBy=idPrimaryGroupBy=StatusFormat=

and here is the referenced URL:

http://support.southwood.org/rt/Search/Chart?Order=ASCChartStyle=barQuery=Queue%20%3D%20'Support'%20AND%20(Status%20%3D%20'open'%20OR%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'stalled') 
\

Rows=50SecondaryGroupBy=OrderBy=idPrimaryGroupBy=StatusFormat=

I enter the URL in lynx and get an unexpected network read error

The apache access-log shows a 200 code.

I am seeing a message in /var/log/message that says httpd is exiting on 
signal 6


I get a red x and a table with data below.

What next?

Thanks for any help you can provide.

-bg
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[rt-users] deleting data

[Gordon Messmer]

We're currently running RT 3.6.0.  For quite a while, we had a mail 
gateway running that allowed a whole lot of spam into the database.  
I've put up a mail filter so that only local users can email RT, now, 
and I'd like to clean up the database some.


I've used rtx-shredder to remove all of the deleted tickets.  At this 
point, though, I'm not sure how to delete users that aren't associated 
with any tickets (spam addresses).  I'm also confused about the size of 
some of the tables.  I've attached a row count from all of the tables.  
rtx-shredder doesn't seem to help cleaning some of them out.


Can anyone guess why there are several times more groups than users?  
Why is the CachedGroupMembers table so large?  Can the 
CachedGroupMembers and sessions tables be cleared entirely?  Where else 
can I look at cleaning up?


ACL :: 333
Attachments :: 61741
Attributes :: 7
CachedGroupMembers :: 227942
CustomFieldValues :: 0
CustomFields :: 0
GroupMembers :: 79256
Groups :: 83990
Links :: 295
ObjectCustomFieldValues :: 0
ObjectCustomFields :: 0
Principals :: 98550
Queues :: 16
ScripActions :: 17
ScripConditions :: 10
Scrips :: 26
Templates :: 14
Tickets :: 17338
Transactions :: 116876
Users :: 14559
sessions :: 13552

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[rt-users] Re: RT LDAP

[Kyle Gordon]

On Thursday 26 October 2006 17:15, Jim Meyer wrote:
 On 10/23/06, Kyle Gordon [EMAIL PROTECTED] wrote:
  Hey Jim,
 
  Great work on the LDAP overlay for RT :-) Ive gotten it talking to
  eDirectory nicely now. Just two things though... :-p
 
  The documentation up on wiki.bestpractical.com suggests use the
  Set($foo, 'bar') style, yet I could only get it to work with $foo='bar';
  style directives. Dunno if this is intended or not :-)

 Hmm. Works for me with RT 3.5.x and 3.6.x with Set(...) syntax. What
 version of RT are you using?


I'm using version v3.4.4 on Ubuntu Edgy. Not quite upgrade to 3.6 yet. The 
rest of the 3.4.4 configuration directives use Set(...), so looks like an 
oddity.

  Also, I'm trying to get it to recursively search our directory for the
  username that is entered. This is all well and good if I give it an OU to
  search in along with the organisation. However, if I leave the OU out and
  try to get it to search the entire organisation from the ground up, it
  fails.
 
  Any thoughts on this? I have users from several parts of the NHS in the
  facility here, and only about 75% of them are in the OU for the facility.
  It makes it a little troublesome to roll out a fantastic new ticketing
  system when some of them can't access it (although I'd prefer if they
  couldn't log any problems at all :-)

 Hmmm. I'm not an LDAP expert, so I've copied this to the list in hopes
 we'll hear from one. My first instinct is to be sure the limitation
 isn't on the directory server's part (e.g. they've limited the depth
 of a search to avoid lots of full-depth searches) but that's probably
 not right.


The server at work doesn't have any recursion/depth limits on it, so I'm not 
sure where it's playing up. I've just tested RT on my home eDirectory setup, 
and it worked fine when the user was dropped straight into the top level of 
the organization, as well as when the the user was several OU's down the 
tree. This is all with the $LdapBase=o=glasgownet I've tried moving the 
object at work into the top level, but it still bailed out. 

My object at work is cn=KyleG,ou=Net_Team,ou=CLIFTON,o=SCPMDE, and it'll only 
work with $LdapBase=ou=CLIFTON,o=SCPMDE, and my object at home is 
cn=kylegordon,ou=Home,ou=lodge,o=glasgownet yet it'll work with 
$LdapBase=o=glasgownet This shows that it's probably something up with our 
eDir configuration, but I'm not sure where to start looking. Is it possible 
to get more debug output from RT or Perl?

Any thoughts would be appreciated :-)
 
 --j

Kyle
-- 
Kyle Gordon
[EMAIL PROTECTED]
http://lodge.glasgownet.com
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Re: [rt-users] eDirectory authentication and creation

[Kyle Gordon]

Well, it mostly works now. I left if for a while and came back to it late on 
Friday night. After some random tests, I decided to ignore the 
documentation... Where Jim Meyer had suggested using 
Set($LdapServer, 'foo.bar');, it actually needed $LdapServer=foo.bar;. 
Rinse and repeat for the rest of the relevant directives.

I don't know if this qualifies as a bug, but at least the information is out 
there now.

Kyle

On Wednesday 11 October 2006 18:46, Kyle Gordon wrote:
 On Wednesday 11 October 2006 18:29, Tim Wilson wrote:
   On Wed, Oct 11, 2006 at 11:39 AM, in message
 
  [EMAIL PROTECTED], Kyle Gordon
 
  [EMAIL PROTECTED] wrote:
   I'm having a few issues setting up LDAP/eDirectory authentication and
 
  user
 
   creation with RT3.4 on Ubuntu Dapper.
 
  Kyle,
 
  I've got a similar setup and I was having some problems too. I've
  discovered that each time I authenticate to eDirectory through RT, our
  Novell system is registering a failed login attempt even though the
  authentication was successful. That was decrementing my grace logins
  until they expired, at which point authentication via RT would fail. I
  ended up turning off that feature so that I have an unlimited number of
  login attempts. Further, we discovered that the problem wasn't uniform.
  Some users aren't affected and some are. It appears that users created
  with the pre-ConsoleOne admin tool behave differently than newer users.
  We haven't nailed everything down yet.

 Hey,

 Thanks for the info. My grace login count is at the level it should be, and
 intruder lockout is disabled - so all appears to be good from that angle.

 I'm going to sleep on it and see what I come up with tomorrow :-)

 Regards

 Kyle
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[rt-users] eDirectory authentication and creation

[Kyle Gordon]

Hi all, 

I'm having a few issues setting up LDAP/eDirectory authentication and user 
creation with RT3.4 on Ubuntu Dapper.

I've followed the instructions on http://wiki.bestpractical.com/index.cgi?
LDAP, and am using it purely for authentication, and then user creation if 
the user does not exist in the RT database.

When I go to log in as a valid eDir user, I get the following error 
messages...

Oct 11 17:12:53 ticketbox RT: Trying LDAP authentication
Oct 11 17:12:53 ticketbox RT: RT::User::IsLDAPPassword AUTH FAILED: KyleG 
(/usr/share/request-tracker3.4/lib/RT/User_Local.pm:182)
Oct 11 17:12:53 ticketbox RT: RT::User::IsPassword auth method 
IsLDAPPassword FAILED
Oct 11 17:12:53 ticketbox RT: RT::User::IsInternalPassword AUTH FAILED (no 
passwd): KyleG (/usr/share/request-tracker3.4/lib/RT/User_Local.pm:232)
Oct 11 17:12:53 ticketbox RT: RT::User::IsPassword auth method 
IsInternalPassword FAILED
Oct 11 17:12:53 ticketbox RT: FAILED LOGIN for KyleG from 10.30.213.156 
(/usr/share/request-tracker3.4/html/autohandler:191)

I've posted the RT_SiteConfig.pm to 
http://lodge.glasgownet.com/~bagpuss/RT_SiteConfig.pm.txt, if anyone is 
interested in it. Where would be the best place to start looking for the 
failure reason? I'm confident the user and pass is correct :-)

Regards

Kyle


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