Re: [rt-users] chart and number out of sync
Hi Thomas I don't have a clue about your problem, but I am pretty sure that the first question will be : which version of RT are you using ? Gerard On 2012-03-02 04:06, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 35552217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
RT 4.0.2 Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gerard FENELON Sent: Friday, March 02, 2012 7:03 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] chart and number out of sync Hi Thomas I don't have a clue about your problem, but I am pretty sure that the first question will be : which version of RT are you using ? Gerard On 2012-03-02 04:06, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? [cid:image001.png@01CCF8A7.3FD62F10] Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo inline: image001.png RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Subject in Template options
Thanks Kenn I use the templates for several things and my guess is that the term Subject: located in the Content part of the setup for Template is like a Reserved Word and must be present for an email to work We use Gmail at UMBC and the threading option is driving some folks nuts because the subject of the email is always the queue name + ticket id then what I really want I realize this is an off the wall item but the gmail threads do weird things with this. I turned mine off but many seem to like them Thanks again for all your support in these matters Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Mar 1, 2012, at 10:16 PM, rt-users-requ...@lists.bestpractical.com wrote: Re: [rt-users] Subject in Template options RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Upgrade question
We have 2 rt systems currently (4.0.4 and 3.8.8). A few months ago I upgraded to 4.0.4 from 3.8.7 and with the information here and tutorials I found it was a very smooth transition. I now want to upgrade the other system and have a couple of questions. We are a virtual shop so I am wondering if I simply clone our 4.0.4 system, change the name, IP, postfix mail settings and aliases, dump and load the database (to a new name) and upgrade the db to 4.0.4 will it work? Or do I need to recompile/reconfigure the software and change --with-db-database=newdbname? If I need to reconfigure, is there a simple way of doing that without having to go through the entire installation? Thanks in advance! Joe Sent from my mobile device. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Custom database query from within RT
Hello, On the create ticket form I need to act upon a change to a drop down menu for a custom field (for this example 'Customer'), look up this value in a database table for a resulting default priority, and change the value in the priority drop down. Ordinarily this wouldn't be hard in a basic HTML form, creating a db connection manually, but I can't find where to start doing this within RT. I'm not sure where I should be putting my db query code. Does RT allow me to put in a custom query somewhere and handle the db connection? Would a scrip be suitable to do what I need? I've searched the mailing list and tutorials but can't find a similar problem. Specific files to change and alternative ideas on how do this would be appreciated as I am new to RT. Regards, Paul R Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
I contacted the authors but they don't have the time to look into it. Looks like it is dead in the water UnixMan wrote: Thanks Kevin, I haven't contacted the authors - thanks for the heads up. I'll contact them asap and then post what I find in case anyone else might have the same problem. Kevin Falcone-2 wrote: On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Have you contacted the Asset Tracker authors? Best Practical doesn't maintain Asset Tracker and the AT authors don't always monitor our mailing list. You may need to reach out to them directly. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
Thats unfortunate but I understand people have lives to live and other priorities. I do have a question: is there a certain version of AT + RT that does work completely? I'm running 3.8.11 and AT 2.0b2 and import/export is broken (i found a long bug report in github about it). And this thread is for AT 4.0.5 which is broken as well. So is there a version in the middle that actually works? Aaron On Fri, Mar 2, 2012 at 8:14 AM, UnixMan senior.u...@gmail.com wrote: I contacted the authors but they don't have the time to look into it. Looks like it is dead in the water UnixMan wrote: Thanks Kevin, I haven't contacted the authors - thanks for the heads up. I'll contact them asap and then post what I find in case anyone else might have the same problem. Kevin Falcone-2 wrote: On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Have you contacted the Asset Tracker authors? Best Practical doesn't maintain Asset Tracker and the AT authors don't always monitor our mailing list. You may need to reach out to them directly. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 3.8.11 with nginx+SSL
Hi RT Community,
I am trying to setup RT 3.8.11 to use nginx and FastCGI and
an encrypted HTTPS connection instead of the unencrypted HTTP
connection. I took a look at the RT-Extension-Nginx-0.02
module but it only works with RT4, so I used it as a template
and manually generated the following configuration files:
fastcgi.include.conf:
fastcgi_pass unix:/etc/nginx/fcgi.sock;
fastcgi_param SCRIPT_NAME ;
fastcgi_param PATH_INFO$fastcgi_script_name;
fastcgi_param QUERY_STRING $query_string;
fastcgi_param REQUEST_METHOD $request_method;
fastcgi_param CONTENT_TYPE $content_type;
fastcgi_param CONTENT_LENGTH $content_length;
fastcgi_param REQUEST_URI $request_uri;
fastcgi_param SERVER_PROTOCOL $server_protocol;
fastcgi_param REMOTE_ADDR $remote_addr;
fastcgi_param REMOTE_PORT $remote_port;
fastcgi_param SERVER_ADDR $server_addr;
fastcgi_param SERVER_PORT $server_port;
fastcgi_param SERVER_NAME $server_name;
rt.server.conf
server {
server_name rt2.rice.edu;
listen 8443;
ssl on;
ssl_certificate /etc/pki/tls/certs/help_rice_edu_all.cer;
ssl_certificate_key /etc/pki/tls/private/help_rice_edu.key;
root /usr/site/rt/var/mason_data;
access_log /var/log/nginx/nginx.access.log;
gzip on;
gzip_min_length 500;
gzip_proxied any;
gzip_types
text/plain text/css
application/x-javascript application/javascript
;
gzip_disable MSIE [1-6]\.;
location /NoAuth/images/ {
root /usr/site/rt;
try_files
local/html$uri
#% join ' ', map $_\$uri, map File::Spec-abs2rel($_,
$RT::BasePath), RT-PluginDirs('html') %
local/plugins/RT-Extension-CloneTicket-WithData/html$uri
local/plugins/RT-IR/html$uri
local/plugins/RT-Authen-ExternalAuth/html$uri
local/plugins/RT-Extension-MobileUI/html$uri
local/plugins/RTx-Calendar/html$uri
local/plugins/RTx-EmailCompletion/html$uri
local/plugins/RT-FM/html$uri
local/plugins/RT-Extension-ToggleSuperUser/html$uri
local/plugins/RT-Extension-SpawnLinkedTicketInQueue/html$uri
local/plugins/RT-Extension-SearchResults-XLS/html$uri
local/plugins/RTx-AssetTracker/html$uri
local/plugins/RT-Extension-SummaryByUser/html$uri
local/plugins/RT-Extension-MandatorySubject/html$uri
#% join ' ', map $_\$uri, map File::Spec-abs2rel($_,
$RT::BasePath), RT-PluginDirs('html') %
share/html$uri
@main
;
expires 1M;
}
location /NoAuth/css/ {
root /var/opt/fcgi_storage;
gzip_comp_level 9;
expires 1M;
location ~ squished {
expires max;
}
error_page 404 = @fetch_and_store;
}
location /NoAuth/js/ {
root /var/opt/fcgi_storage;
gzip_comp_level 9;
expires 1M;
location ~ squished {
expires max;
}
error_page 404 = @fetch_and_store;
}
location /NoAuth/RichText/ {
root /var/opt/fcgi_storage;
gzip_comp_level 9;
error_page 404 = @fetch_and_store;
expires 1M;
}
location / {
include /etc/nginx/fcgi.include.conf;
}
location @main {
include /etc/nginx/fcgi.include.conf;
}
location @fetch_and_store {
include /etc/nginx/fcgi.include.conf;
root /var/opt/fcgi_storage;
fastcgi_store on;
fastcgi_store_access user:rw group:rw all:r;
fastcgi_temp_path /var/opt/fcgi_temp;
}
}
nginx.conf:
user rt rt;
pid /var/run/nginx.pid;
error_log /var/log/nginx/nginx.error.log debug;
worker_processes 1;
events {
worker_connections 128;
}
http {
include /etc/nginx/mime.types;
include /etc/nginx/rt.server.conf;
}
It all works using normal HTTP on port 8080 without the ssl*
options. When I add the ssl* options, the login screen comes
up correctly, but after I login I get the following error:
400 Bad Request
The plain HTTP request was sent to HTTPS port
and the URL is http://rt2.rice.edu:8443 and not the https
version. If I change the URL manually from http to https
I have logged in. If I try to reply to a ticket, after I click
update, it again goes to the http version of the URL and not
the https version.
Does anyone have any idea about what I am missing?
Regards,
Ken
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Upgrade question
On 03/02/2012 07:50 AM, Joe Harris wrote: We are a virtual shop so I am wondering if I simply clone our 4.0.4 system, change the name, IP, postfix mail settings and aliases, dump and load the database (to a new name) and upgrade the db to 4.0.4 will it work? Or do I need to recompile/reconfigure the software and change --with-db-database=newdbname? If I need to reconfigure, is there a simple way of doing that without having to go through the entire installation? You can clone the VM your RT 4.0.4 is running in, but you should also reconfigure RT and run `make upgrade` again to install any changed files (before `make upgrade-database`). When RT installs, it writes into files a few things grabbed from your ./configure line. To reconfigure (without having to reinstall all the deps) and make sure you don't miss any changes, you'll want to re-run ./configure on the cloned VM with your tweaked options (--with-db-database for starters). You can find the previously used ./configure incant at the top of /opt/rt4/etc/RT_Config.pm. You might also take the opportunity to upgrade to RT 4.0.5 at the same time. :) RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
Stab in the dark: have you changed $WebBaseURL ?
Gerard
On 2012-03-02 15:35, k...@rice.edu wrote:
Hi RT Community,
I am trying to setup RT 3.8.11 to use nginx and FastCGI and
an encrypted HTTPS connection instead of the unencrypted HTTP
connection. I took a look at the RT-Extension-Nginx-0.02
module but it only works with RT4, so I used it as a template
and manually generated the following configuration files:
fastcgi.include.conf:
fastcgi_pass unix:/etc/nginx/fcgi.sock;
fastcgi_param SCRIPT_NAME ;
fastcgi_param PATH_INFO$fastcgi_script_name;
fastcgi_param QUERY_STRING $query_string;
fastcgi_param REQUEST_METHOD $request_method;
fastcgi_param CONTENT_TYPE $content_type;
fastcgi_param CONTENT_LENGTH $content_length;
fastcgi_param REQUEST_URI $request_uri;
fastcgi_param SERVER_PROTOCOL $server_protocol;
fastcgi_param REMOTE_ADDR $remote_addr;
fastcgi_param REMOTE_PORT $remote_port;
fastcgi_param SERVER_ADDR $server_addr;
fastcgi_param SERVER_PORT $server_port;
fastcgi_param SERVER_NAME $server_name;
rt.server.conf
server {
server_name rt2.rice.edu;
listen 8443;
ssl on;
ssl_certificate /etc/pki/tls/certs/help_rice_edu_all.cer;
ssl_certificate_key /etc/pki/tls/private/help_rice_edu.key;
root /usr/site/rt/var/mason_data;
access_log /var/log/nginx/nginx.access.log;
gzip on;
gzip_min_length 500;
gzip_proxied any;
gzip_types
text/plain text/css
application/x-javascript application/javascript
;
gzip_disable MSIE [1-6]\.;
location /NoAuth/images/ {
root /usr/site/rt;
try_files
local/html$uri
#% join ' ', map $_\$uri, map File::Spec-abs2rel($_, $RT::BasePath),
RT-PluginDirs('html') %
local/plugins/RT-Extension-CloneTicket-WithData/html$uri
local/plugins/RT-IR/html$uri
local/plugins/RT-Authen-ExternalAuth/html$uri
local/plugins/RT-Extension-MobileUI/html$uri
local/plugins/RTx-Calendar/html$uri
local/plugins/RTx-EmailCompletion/html$uri
local/plugins/RT-FM/html$uri
local/plugins/RT-Extension-ToggleSuperUser/html$uri
local/plugins/RT-Extension-SpawnLinkedTicketInQueue/html$uri
local/plugins/RT-Extension-SearchResults-XLS/html$uri
local/plugins/RTx-AssetTracker/html$uri
local/plugins/RT-Extension-SummaryByUser/html$uri
local/plugins/RT-Extension-MandatorySubject/html$uri
#% join ' ', map $_\$uri, map File::Spec-abs2rel($_, $RT::BasePath),
RT-PluginDirs('html') %
share/html$uri
@main
;
expires 1M;
}
location /NoAuth/css/ {
root /var/opt/fcgi_storage;
gzip_comp_level 9;
expires 1M;
location ~ squished {
expires max;
}
error_page 404 = @fetch_and_store;
}
location /NoAuth/js/ {
root /var/opt/fcgi_storage;
gzip_comp_level 9;
expires 1M;
location ~ squished {
expires max;
}
error_page 404 = @fetch_and_store;
}
location /NoAuth/RichText/ {
root /var/opt/fcgi_storage;
gzip_comp_level 9;
error_page 404 = @fetch_and_store;
expires 1M;
}
location / {
include /etc/nginx/fcgi.include.conf;
}
location @main {
include /etc/nginx/fcgi.include.conf;
}
location @fetch_and_store {
include /etc/nginx/fcgi.include.conf;
root /var/opt/fcgi_storage;
fastcgi_store on;
fastcgi_store_access user:rw group:rw all:r;
fastcgi_temp_path /var/opt/fcgi_temp;
}
}
nginx.conf:
user rt rt;
pid /var/run/nginx.pid;
error_log /var/log/nginx/nginx.error.log debug;
worker_processes 1;
events {
worker_connections 128;
}
http {
include /etc/nginx/mime.types;
include /etc/nginx/rt.server.conf;
}
It all works using normal HTTP on port 8080 without the ssl*
options. When I add the ssl* options, the login screen comes
up correctly, but after I login I get the following error:
400 Bad Request
The plain HTTP request was sent to HTTPS port
and the URL is http://rt2.rice.edu:8443 and not the https
version. If I change the URL manually from http to https
I have logged in. If I try to reply to a ticket, after I click
update, it again goes to the http version of the URL and not
the https version.
Does anyone have any idea about what I am missing?
Regards,
Ken
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Subject in Template options
On 03/02/2012 06:39 AM, Joe Kirby wrote: I use the templates for several things and my guess is that the term Subject: located in the Content part of the setup for Template is like a Reserved Word and must be present for an email to work We use Gmail at UMBC and the threading option is driving some folks nuts because the subject of the email is always the queue name + ticket id then what I really want If I understand you correctly, that behaviour doesn't sound like a stock RT setup. Can you show us the contents of your global Correspondence template and any queue-level Correspondence templates? The default subject lines of outgoing mail from RT are like this: [rtname #id] Ticket subject is here The queue name isn't mentioned. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
On 03/01/2012 10:06 PM, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? What's the query you're running when grouping by Owner Name in that chart? Do you have $UseSQLForACLChecks turned on in your /opt/rt4/etc/RT_SiteConfig.pm? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
Gerard FENELON wrote:
Stab in the dark: have you changed $WebBaseURL ?
Ken @ rice.edu wrote:
and the URL is http://rt2.rice.edu:8443 and not the https
version. If I change the URL manually from http to https
I have logged in. If I try to reply to a ticket, after I click
update, it again goes to the http version of the URL and not
the https version.
Gerard nailed it. :) Normally you shouldn't set WebBaseURL yourself,
but when running SSL on a non-standard (not 443) port, you need to.
For reference, quoting from RT_Config.pm:
=item C$WebBaseURL, C$WebURL
Usually you don't want to set these options. The only obvious reason
is if RT is accessible via https protocol on a non standard port, e.g.
'https://rt.example.com:'. In all other cases these options are
computed using C$WebDomain, C$WebPort and C$WebPath.
You probably want something like:
Set($WebDomain, 'rt2.rice.edu');
Set($WebPort, 8443);
Set($WebBaseURL, 'https://rt2.rice.edu:8443');
Alternatively, you could be slightly more clever:
Set($WebBaseURL,
sprintf('https://%s:%d',
map { RT-Config-Get(Web$_) } qw(Domain Port)));
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On Fri, Mar 02, 2012 at 03:43:45PM +0100, Gerard FENELON wrote: Stab in the dark: have you changed $WebBaseURL ? Gerard Yes, the $WebBaseURL is set to https://rt2.rice.edu. Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT4 make initialize-database fails
On 03/01/2012 07:44 PM, Jonathon Doran wrote: So it seems really important that I have a pristine RT4 database, yet the script is dying. Below is output with no RT databases existing. Does anyone have any recommendations? RT 4 is finding and loading the RT 3 libraries installed by the RPM. This problem is because of the way Redhat packages RT; they install the RT libraries directly into the system Perl path rather than keeping them separate (as RT defaults to) in something like /opt/rt3/lib or /usr/local/rt3/lib. Note the /usr/share/perl5 paths to the RT libs in the error message. The result of this is that if you use the RPMs you can't have multiple versions of RT running on the same Redhat box without using a build of Perl that's not the system Perl. You should uninstall the rt3 RPM before going forward with your RT 4 source install. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On 03/02/2012 10:06 AM, k...@rice.edu wrote: On Fri, Mar 02, 2012 at 03:43:45PM +0100, Gerard FENELON wrote: Stab in the dark: have you changed $WebBaseURL ? Gerard Yes, the $WebBaseURL is set to https://rt2.rice.edu. Are you reverse proxying to nginx? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On Fri, Mar 02, 2012 at 10:00:50AM -0500, Thomas Sibley wrote:
Gerard FENELON wrote:
Stab in the dark: have you changed $WebBaseURL ?
Ken @ rice.edu wrote:
and the URL is http://rt2.rice.edu:8443 and not the https
version. If I change the URL manually from http to https
I have logged in. If I try to reply to a ticket, after I click
update, it again goes to the http version of the URL and not
the https version.
Gerard nailed it. :) Normally you shouldn't set WebBaseURL yourself,
but when running SSL on a non-standard (not 443) port, you need to.
For reference, quoting from RT_Config.pm:
=item C$WebBaseURL, C$WebURL
Usually you don't want to set these options. The only obvious reason
is if RT is accessible via https protocol on a non standard port, e.g.
'https://rt.example.com:'. In all other cases these options are
computed using C$WebDomain, C$WebPort and C$WebPath.
You probably want something like:
Set($WebDomain, 'rt2.rice.edu');
Set($WebPort, 8443);
Set($WebBaseURL, 'https://rt2.rice.edu:8443');
Alternatively, you could be slightly more clever:
Set($WebBaseURL,
sprintf('https://%s:%d',
map { RT-Config-Get(Web$_) } qw(Domain Port)));
I am trying to get the nginx+fastcgi+SSL on a non-standard port running
at the same time as the currently installed Apache+mod_perl2+SSL on the
standard ports (80, 443). I used the WebBaseURL above and the Apache
instance works but the nginx still has the http problem.
Ken
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On 03/02/2012 10:15 AM, k...@rice.edu wrote:
You probably want something like:
Set($WebDomain, 'rt2.rice.edu');
Set($WebPort, 8443);
Set($WebBaseURL, 'https://rt2.rice.edu:8443');
Alternatively, you could be slightly more clever:
Set($WebBaseURL,
sprintf('https://%s:%d',
map { RT-Config-Get(Web$_) } qw(Domain Port)));
I am trying to get the nginx+fastcgi+SSL on a non-standard port running
at the same time as the currently installed Apache+mod_perl2+SSL on the
standard ports (80, 443). I used the WebBaseURL above and the Apache
instance works but the nginx still has the http problem.
Just so we're on the same page, what's your RT_SiteConfig.pm for the
nginx RT?
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On 03/02/2012 10:16 AM, k...@rice.edu wrote: Yes, the $WebBaseURL is set to https://rt2.rice.edu. Are you reverse proxying to nginx? I do not think so. The only configs are the ones I included in my first post. Then that WebBaseURL is wrong for your nginx setup (https without a port implies 443). My clever WebBaseURL line from my first mail still requires you set WebDomain and WebPort as in the non-clever example config right above it. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On Fri, Mar 02, 2012 at 10:27:19AM -0500, Thomas Sibley wrote:
On 03/02/2012 10:15 AM, k...@rice.edu wrote:
You probably want something like:
Set($WebDomain, 'rt2.rice.edu');
Set($WebPort, 8443);
Set($WebBaseURL, 'https://rt2.rice.edu:8443');
Alternatively, you could be slightly more clever:
Set($WebBaseURL,
sprintf('https://%s:%d',
map { RT-Config-Get(Web$_) } qw(Domain Port)));
I am trying to get the nginx+fastcgi+SSL on a non-standard port running
at the same time as the currently installed Apache+mod_perl2+SSL on the
standard ports (80, 443). I used the WebBaseURL above and the Apache
instance works but the nginx still has the http problem.
Just so we're on the same page, what's your RT_SiteConfig.pm for the
nginx RT?
I am using the same one as the Apache+modper2+SSL instance and just
starting the mason_handler.fcgi with nginx.
Ken
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
No, I don't have that ACL line on config, should I use it? -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Mar 02 22:46:35 2012 Subject: Re: [rt-users] chart and number out of sync On 03/01/2012 10:06 PM, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? What's the query you're running when grouping by Owner Name in that chart? Do you have $UseSQLForACLChecks turned on in your /opt/rt4/etc/RT_SiteConfig.pm? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On Fri, Mar 02, 2012 at 10:27:19AM -0500, Thomas Sibley wrote:
On 03/02/2012 10:15 AM, k...@rice.edu wrote:
You probably want something like:
Set($WebDomain, 'rt2.rice.edu');
Set($WebPort, 8443);
Set($WebBaseURL, 'https://rt2.rice.edu:8443');
Alternatively, you could be slightly more clever:
Set($WebBaseURL,
sprintf('https://%s:%d',
map { RT-Config-Get(Web$_) } qw(Domain Port)));
I am trying to get the nginx+fastcgi+SSL on a non-standard port running
at the same time as the currently installed Apache+mod_perl2+SSL on the
standard ports (80, 443). I used the WebBaseURL above and the Apache
instance works but the nginx still has the http problem.
Just so we're on the same page, what's your RT_SiteConfig.pm for the
nginx RT?
Is there a way to specify a FCGI specific RT_SiteConfig.pm, to use when
starting the FCGI processes?
Ken
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
On 03/02/2012 10:31 AM, Thomas Lau wrote: No, I don't have that ACL line on config, should I use it? Potentially. It's just a guess; I didn't dug into the charting code to see if it would fix the root cause I'm betting on. What's the query you're running when grouping by Owner Name in that chart? Can you tell me this? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On 03/02/2012 10:30 AM, k...@rice.edu wrote: I am using the same one as the Apache+modper2+SSL instance and just starting the mason_handler.fcgi with nginx. Er, that's not going to work sometimes because you're running on different ports under nginx. RT will try to use the host and port it's being accessed at, but it can't always get it right. This may help fix it without using a separate config: fastcgi_param HTTPS on; Add that to your other fastcgi_param lines. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
I have seen the complex and simple queue happen same problem as well, simple as create equal today -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Mar 02 23:37:03 2012 Subject: Re: [rt-users] chart and number out of sync On 03/02/2012 10:31 AM, Thomas Lau wrote: No, I don't have that ACL line on config, should I use it? Potentially. It's just a guess; I didn't dug into the charting code to see if it would fix the root cause I'm betting on. What's the query you're running when grouping by Owner Name in that chart? Can you tell me this? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
On 03/02/2012 10:49 AM, Thomas Lau wrote: I have seen the complex and simple queue happen same problem as well, simple as create equal today Try this in your RT_SiteConfig.pm then: Set($UseSQLForACLChecks, 1); RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
Yep I agree. As far as a working version that can import I don't know of any. The only option I see is try and figure out the code myself, not real big on perl though, or try and figure out the SQL database the values are stored in. If anyone knows of a way to get a spreadsheet into AT 4.0.5 would be most helpful. Scott Sent from my iPad On Mar 2, 2012, at 9:27 AM, Aaron Zuercher aaron.techge...@gmail.com wrote: Thats unfortunate but I understand people have lives to live and other priorities. I do have a question: is there a certain version of AT + RT that does work completely? I'm running 3.8.11 and AT 2.0b2 and import/export is broken (i found a long bug report in github about it). And this thread is for AT 4.0.5 which is broken as well. So is there a version in the middle that actually works? Aaron On Fri, Mar 2, 2012 at 8:14 AM, UnixMan senior.u...@gmail.com wrote: I contacted the authors but they don't have the time to look into it. Looks like it is dead in the water UnixMan wrote: Thanks Kevin, I haven't contacted the authors - thanks for the heads up. I'll contact them asap and then post what I find in case anyone else might have the same problem. Kevin Falcone-2 wrote: On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Have you contacted the Asset Tracker authors? Best Practical doesn't maintain Asset Tracker and the AT authors don't always monitor our mailing list. You may need to reach out to them directly. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.11 with nginx+SSL
On Fri, Mar 02, 2012 at 10:41:42AM -0500, Thomas Sibley wrote: On 03/02/2012 10:30 AM, k...@rice.edu wrote: I am using the same one as the Apache+modper2+SSL instance and just starting the mason_handler.fcgi with nginx. Er, that's not going to work sometimes because you're running on different ports under nginx. RT will try to use the host and port it's being accessed at, but it can't always get it right. This may help fix it without using a separate config: fastcgi_param HTTPS on; Add that to your other fastcgi_param lines. That did it! Thank you. Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
Mind to explain what does it do? -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Sat Mar 03 00:00:02 2012 Subject: Re: [rt-users] chart and number out of sync On 03/02/2012 10:49 AM, Thomas Lau wrote: I have seen the complex and simple queue happen same problem as well, simple as create equal today Try this in your RT_SiteConfig.pm then: Set($UseSQLForACLChecks, 1); RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Transitory error on login (LDAP against AD)
Hi all,
We're running RT 3.6.5, authenticating against AD. When people login, they get
this error...
---
error: DBD::mysql::db selectall_hashref failed: Unknown column
'disabled' in 'field list' at
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm line 279.
context:
...
275:# DBI-trace(1,'/tmp/dbi.log');
276:
277:# Get DBI Object, do the query, disconnect
278:my $dbh = _GetBoundDBIObj($config);
279:my $results_hashref =
$dbh-selectall_hashref($query,$u_field,{},@bind_params);
280:$dbh-disconnect();
281:
282:my $num_of_results = scalar keys %$results_hashref;
283:
...
code stack:
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm:279
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:403
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:244
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:200
/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:25
/usr/share/request-tracker3.6/html/Elements/Callback:85
/usr/share/request-tracker3.6/html/autohandler:240
---
...but the fun part is, if you just hit refresh on your browser, everything
is fine. You're logged in and ready to go.
Is this a bug in part of the system that got solved in a later version, or do I
have something configured in a slightly wrong way? To this point I've just
told people to refresh the page and move on with life, but if it is something I
can fix easily I'd like to do so.
If more info is needed to be able to tell what's happening, I can provide it,
just let me know. Thanks for any help you can give!
--
Kendric Beachey
This e-mail and any attachments may contain confidential material for the sole
use of the intended recipient. If you are not the intended recipient, please be
aware that any disclosure, copying, distribution or use of this e-mail or any
attachment is prohibited. If you have received this e-mail in error, please
contact the sender and delete all copies.
Thank you for your cooperation.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 11:58 AM, Beachey, Kendric wrote: We're running RT 3.6.5, authenticating against AD. When people login, they get this error... If you're authenticating against AD, then why are you doing DBI auth too? Is this a bug in part of the system that got solved in a later version, or do I have something configured in a slightly wrong way? I believe this is a configuration error. Please send etc/RT_SiteConfig.pm. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
On 03/02/2012 11:54 AM, Thomas Lau wrote: Mind to explain what does it do? All config options are documented in etc/RT_Config.pm. You copy lines you want from there and add them to your RT_SiteConfig.pm grep -A 10 UseSQLForACLChecks etc/RT_Config.pm The second paragraph (This option is relatively new...) is slightly dated. It's not terribly new anymore and we generally recommend people run with it on. It will be enabled by default in the next major RT version. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Simple search link creation?
I'm using RT 3.8.8 and am curious if it is possible to create a search and present it on another web page as a link. For example, I have certain RT queues for products. On an internal product page, I'd like to have a link: Click here to see all RT support tickets for this product. If they click, it will direct them to RT where they would be forced to log in to RT and then be presented with the results of the search I created (listing all open tickets in that product queue). Can this be done? Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
I got the same error and I understand this must be minors, since my AD user is
authenticated. The Users table in my rt4 database doesn't have a column called
'disable'. Removing the d_field line in RT_SiteConfig.pm and the error no
longer show up. Looks like a bug.
Jun
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Friday, March 02, 2012 10:59 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Transitory error on login (LDAP against AD)
Hi all,
We're running RT 3.6.5, authenticating against AD. When people login, they get
this error...
---
error: DBD::mysql::db selectall_hashref failed: Unknown column
'disabled' in 'field list' at
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm line 279.
context:
...
275:# DBI-trace(1,'/tmp/dbi.log');
276:
277:# Get DBI Object, do the query, disconnect
278:my $dbh = _GetBoundDBIObj($config);
279:my $results_hashref =
$dbh-selectall_hashref($query,$u_field,{},@bind_params);
280:$dbh-disconnect();
281:
282:my $num_of_results = scalar keys %$results_hashref;
283:
...
code stack:
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm:279
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:403
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:244
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:200
/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:25
/usr/share/request-tracker3.6/html/Elements/Callback:85
/usr/share/request-tracker3.6/html/autohandler:240
---
...but the fun part is, if you just hit refresh on your browser, everything
is fine. You're logged in and ready to go.
Is this a bug in part of the system that got solved in a later version, or do I
have something configured in a slightly wrong way? To this point I've just
told people to refresh the page and move on with life, but if it is something I
can fix easily I'd like to do so.
If more info is needed to be able to tell what's happening, I can provide it,
just let me know. Thanks for any help you can give!
--
Kendric Beachey
This e-mail and any attachments may contain confidential material for the sole
use of the intended recipient. If you are not the intended recipient, please be
aware that any disclosure, copying, distribution or use of this e-mail or any
attachment is prohibited. If you have received this e-mail in error, please
contact the sender and delete all copies.
Thank you for your cooperation.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 12:48 PM, Zhang,Jun wrote: I got the same error and I understand this must be minors, since my AD user is authenticated. The Users table in my rt4 database doesn't have a column called 'disable'. Removing the d_field line in RT_SiteConfig.pm and the error no longer show up. Looks like a bug. It is a severe misconfiguration to add the internal RT Users table as a DBI auth source in RT::Authen::ExternalAuth. Don't do that. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
Thomas,
Since I'm new to RT, could you please tell where I did wrong in
configuration? May be I need to change the order of the ExternalAuthPriority.
Below is my RT_SiteConfig.pm file content.
Thanks.
Jun
Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'x...@mdanderson.org' );
Set( $rtname, 'xrt.mdanderson.edu' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '80' );
Set( $Organization, 'mdanderson.edu' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );
Set( $DatabasePassword, 'password' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'xrt.mdanderson.edu' );
Set( $DatabaseAdminPassword, '' );
Set( $CommentAddress, 'x...@mdanderson.org' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'x...@mdanderson.org' );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_MySQL' = {
'type'
= 'db',
'server'
= 'dqsrt.mdanderson.edu',
'database'
= 'rt4',
'table'
= 'Users',
'user'
= 'rt_user',
'pass'
= 'password',
'port'
= '3306',
'dbi_driver'
= 'mysql',
'u_field'
= 'Name',
'p_field'
= 'Password',
'p_enc_pkg'
= 'Crypt::MySQL',
'p_enc_sub'
= 'password',
'd_field'
= 'disabled',
'd_values'
= ['0'],
'attr_map'
= { 'Name' = 'Name',
}
},
'My_LDAP' = {
'type'
= 'ldap',
'server'
= 'dcpwpdc1.mdanderson.edu',
'user'
= 's_dqs_svn',
'pass'
= 'Juoo9k88',
'base'
= 'ou=people,dc=mdanderson,dc=edu',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'
= 0,
'ssl_version'
= 3,
'net_ldap_args'
= [version = 3 ],
'attr_map'
= { 'Name' = 'samaccountname',
'EmailAddress' = 'mail',
'Organization' = 'physicaldeliveryofficename',
'RealName' = 'gecos',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'gecos',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' =
Re: [rt-users] Simple search link creation?
Hi Joseph
just link to something like
http://rt.yoyodyne.com/Search/Results.html?Query=%27CF.{Product%20code}%27LIKE%27CCT0104F%27
or
http://rt.yoyodyne.com/Search/Results.html?Query='CF.{Product
code}'LIKE'CCT0104F'
You can do more complex searches too.
Gerard
On 2012-03-02 18:44, Joseph Spenner wrote:
I'm using RT 3.8.8 and am curious if it is possible to create a search
and present it on another web page as a link.
For example, I have certain RT queues for products. On an internal
product page, I'd like to have a link: Click here to see all RT
support tickets for this product. If they click, it will direct them
to RT where they would be forced to log in to RT and then be presented
with the results of the search I created (listing all open tickets in
that product queue).
Can this be done?
Thanks!
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 01:16 PM, Zhang,Jun wrote:
Thomas,
Since I'm new to RT, could you please tell where I did wrong in
configuration? May be I need to change the order of the ExternalAuthPriority.
Below is my RT_SiteConfig.pm file content.
Remove My_MySQL from ExternalAuthPriority and remove the entire My_MySQL
block from ExternalSettings.
Set($ExternalAuthPriority, [ 'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_MySQL' = {
'type'
= 'db',
'server'
= 'dqsrt.mdanderson.edu',
'database'
= 'rt4',
'table'
= 'Users',
'user'
= 'rt_user',
'pass'
= 'password',
'port'
= '3306',
'dbi_driver'
= 'mysql',
'u_field'
= 'Name',
'p_field'
= 'Password',
'p_enc_pkg'
= 'Crypt::MySQL',
'p_enc_sub'
= 'password',
'd_field'
= 'disabled',
'd_values'
= ['0'],
'attr_map'
= { 'Name' = 'Name',
}
},
[snipped]
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT4 make initialize-database fails
Quoting Thomas Sibley t...@bestpractical.com: You should uninstall the rt3 RPM before going forward with your RT 4 source install. Spot on! Thank you very much, I have an empty database now. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Simple search link creation?
Gerard:
Thanks! That's exactly what I needed! Got the syntax for a specific queue
and product:
http://myRT/Search/Results.html?Query=%27Queue%27=%27Our%20Products%27%20AND%20%27CF.{System}%27=%27oscillationOverthrustor%27
Worked great!
Thanks again!
From: Gerard FENELON ger...@eve-team.com
To: rt-users@lists.bestpractical.com
Sent: Friday, March 2, 2012 11:19 AM
Subject: Re: [rt-users] Simple search link creation?
Hi Joseph
just link to something like
http://rt.yoyodyne.com/Search/Results.html?Query=%27CF.{Product%20code}%27LIKE%27CCT0104F%27
or
http://rt.yoyodyne.com/Search/Results.html?Query='CF.{Product
code}'LIKE'CCT0104F'
You can do more complex searches too.
Gerard
On 2012-03-02 18:44, Joseph Spenner wrote:
I'm using RT 3.8.8 and am curious if it is possible to create a search and
present it on another web page as a link.
For example, I have certain RT queues for products. On an internal product
page, I'd like to have a link: Click here to see all RT support tickets for
this product. If they click, it will direct them to RT where they would be
forced to log in to RT and then be presented with the results of the search I
created (listing all open tickets in that product queue).
Can this be done?
Thanks!
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
Your My_LDAP 'user' needs to be the fully qualified 'CN=s_dqs_svn,
ou=people,dc=mdanderson,dc=edu'. And I hope that is a bogus password!
Otherwise, I would change it.
=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
=+=+=+=+=+=+=+=+=+
On Fri, Mar 2, 2012 at 10:16 AM, Zhang,Jun jhzh...@mdanderson.org wrote:
Thomas,
Since I'm new to RT, could you please tell where I did wrong in
configuration? May be I need to change the order of the
ExternalAuthPriority. Below is my RT_SiteConfig.pm file content.
Thanks.
Jun
Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'x...@mdanderson.org' );
Set( $rtname, 'xrt.mdanderson.edu' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '80' );
Set( $Organization, 'mdanderson.edu' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );
Set( $DatabasePassword, 'password' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'xrt.mdanderson.edu' );
Set( $DatabaseAdminPassword, '' );
Set( $CommentAddress, 'x...@mdanderson.org' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'x...@mdanderson.org' );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_MySQL' = {
'type'
= 'db',
'server'
= 'dqsrt.mdanderson.edu',
'database'
= 'rt4',
'table'
= 'Users',
'user'
= 'rt_user',
'pass'
= 'password',
'port'
= '3306',
'dbi_driver'
= 'mysql',
'u_field'
= 'Name',
'p_field'
= 'Password',
'p_enc_pkg'
= 'Crypt::MySQL',
'p_enc_sub'
= 'password',
'd_field'
= 'disabled',
'd_values'
= ['0'],
'attr_map'
= { 'Name' = 'Name',
}
},
'My_LDAP' = {
'type'
= 'ldap',
'server'
= 'dcpwpdc1.mdanderson.edu',
'user'
= 's_dqs_svn',
'pass'
= 'Juoo9k88',
'base'
= 'ou=people,dc=mdanderson,dc=edu',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'
= 0,
'ssl_version'
= 3,
'net_ldap_args'
= [version = 3 ],
'attr_map'
= { 'Name' = 'samaccountname',
'EmailAddress' = 'mail',
'Organization' = 'physicaldeliveryofficename',
'RealName' = 'gecos',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'gecos',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
);
1;
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Friday, March 02, 2012 11:57 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 12:48 PM, Zhang,Jun wrote:
I got the same error and I understand this
Re: [rt-users] Simple search link creation?
On 03/02/2012 01:53 PM, Joseph Spenner wrote: Gerard: Thanks! That's exactly what I needed! Got the syntax for a specific queue and product: Note that you can always build the search in the RT web interface and then view the results and copy the link as well. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RES: Customer cannot see tickets with active custom status
Sorry for bumping, =( Nobody know what I'm doing wrong? Maybe my poor english is the problem??? =D Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner De: Diaulas Castro Enviada em: quarta-feira, 29 de fevereiro de 2012 19:38 Para: rt-users@lists.bestpractical.com Cc: Diaulas Castro Assunto: Customer cannot see tickets with active custom status Hello, My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets. Fragment of active status in LifeCycles active = [ 'open', 'scheduled', 'started', 'waiting_customer' ], Fragment of inactive status: inactive = [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ] On SelfService/Open Tickets tickets with status waiting_customer isn't showing but my inactives custom status shows on SelfService/Closed Tickets Another question, how can I create another menu to show all tickets except by deleted ones? Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.brhttp://www.intersolution.inf.br Oracle Certified Partner RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
HEY! That solved the problem! Thanks so much Jun :-)
It's interesting that this section of the stock config file refers correctly to
the stock Users table, except for including references to this column that
isn't part of the table.
--
Kendric Beachey
-Original Message-
From: Zhang,Jun [mailto:jhzh...@mdanderson.org]
Sent: Friday, March 02, 2012 11:49 AM
To: Beachey, Kendric; rt-users@lists.bestpractical.com
Subject: RE: Transitory error on login (LDAP against AD)
I got the same error and I understand this must be minors, since my AD user is
authenticated. The Users table in my rt4 database doesn't have a column called
'disable'. Removing the d_field line in RT_SiteConfig.pm and the error no
longer show up. Looks like a bug.
Jun
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Friday, March 02, 2012 10:59 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Transitory error on login (LDAP against AD)
Hi all,
We're running RT 3.6.5, authenticating against AD. When people login, they get
this error...
---
error: DBD::mysql::db selectall_hashref failed: Unknown column
'disabled' in 'field list' at
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm line 279.
context:
...
275:# DBI-trace(1,'/tmp/dbi.log');
276:
277:# Get DBI Object, do the query, disconnect
278:my $dbh = _GetBoundDBIObj($config);
279:my $results_hashref =
$dbh-selectall_hashref($query,$u_field,{},@bind_params);
280:$dbh-disconnect();
281:
282:my $num_of_results = scalar keys %$results_hashref;
283:
...
code stack:
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm:279
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:403
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:244
/usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:200
/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:25
/usr/share/request-tracker3.6/html/Elements/Callback:85
/usr/share/request-tracker3.6/html/autohandler:240
---
...but the fun part is, if you just hit refresh on your browser, everything
is fine. You're logged in and ready to go.
Is this a bug in part of the system that got solved in a later version, or do I
have something configured in a slightly wrong way? To this point I've just
told people to refresh the page and move on with life, but if it is something I
can fix easily I'd like to do so.
If more info is needed to be able to tell what's happening, I can provide it,
just let me know. Thanks for any help you can give!
--
Kendric Beachey
This e-mail and any attachments may contain confidential material for the sole
use of the intended recipient. If you are not the intended recipient, please be
aware that any disclosure, copying, distribution or use of this e-mail or any
attachment is prohibited. If you have received this e-mail in error, please
contact the sender and delete all copies.
Thank you for your cooperation.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 02:05 PM, Beachey, Kendric wrote: HEY! That solved the problem! Thanks so much Jun :-) You just created another problem, which is now ExternalAuth looks at the internal RT users table. It should _not_ be configured to do this. It's interesting that this section of the stock config file refers correctly to the stock Users table, except for including references to this column that isn't part of the table. Please read my other responses to your email which I sent to the list. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Customer cannot see tickets with active custom status
On 02/29/2012 05:37 PM, Diaulas Castro wrote: Fragment of active status in LifeCycles active = [ 'open', 'scheduled', 'started', 'waiting_customer' ], Fragment of inactive status: inactive = [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ] On “SelfService/Open Tickets” tickets with status waiting_customer isn’t showing but my inactives custom status shows on “SelfService/Closed Tickets” Both self service pages should take into account your lifecycle statuses. Please show us your full RT_SiteConfig.pm. Another question, how can I create another menu to show all tickets except by deleted ones? Customizing menus: http://requesttracker.wikia.com/wiki/Menus RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Subject in Template options
Here is the setup within the Content area for my global template.
Thank you very much
Joe
Subject: AutoReply: {$Ticket-Subject}
Greetings,
This message has been automatically generated in response to the
creation of a ticket regarding:
-
Subject: {$Ticket-Subject()},
Message: {$Transaction-Content()}
-
There is no need to reply to this message right now.
Your ticket has been assigned an ID of [{$Ticket-QueueObj-SubjectTag ||
$rtname} #{$Ticket-id()}] or you can go there directly by clicking the link
below.
Ticket URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
You can login to view your open tickets at any time by visiting
http://my.umbc.edu and clicking on Help and Request Help.
Alternately you can click on http://my.umbc.edu/help/request
Thank you
Here is a copy of the email generated
Subject: [RT - Request Tracker #144013] AutoReply: test for attachement
From: via RT umbch...@rt.umbc.edu
Reply-To: umbch...@rt.umbc.edu
In-Reply-To:
References: rt-ticket-144...@rt.umbc.edu
Message-ID: rt-3.8.7-20235-1330636726-1672.144013-...@rt.umbc.edu
Precedence: bulk
X-RT-Loop-Prevention: rt.umbc.edu
RT-Ticket: rt.umbc.edu #144013
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: ki...@umbc.edu
Auto-Submitted: auto-replied
To: ki...@umbc.edu
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
Date: Thu, 1 Mar 2012 16:18:46 -0500
Greetings,
This message has been automatically generated in response to the
creation of a ticket regarding:
-
Subject: test for attachement,
Message: test options for attachments
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
-
There is no need to reply to this message right now.
Your ticket has been assigned an ID of [RT - Request Tracker #144013] or you
can go there directly by clicking the link below.
Ticket URL: https://rt.umbc.edu/Ticket/Display.html?id=144013
You can login to view your open tickets at any time by visiting
http://my.umbc.edu and clicking on Help and Request Help.
Alternately you can click on http://my.umbc.edu/help/request
Thank you
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Mar 2, 2012, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote:
Re: [rt-users] Subject in Template options
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Simple search link creation?
From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, March 2, 2012 11:59 AM Subject: Re: [rt-users] Simple search link creation? On 03/02/2012 01:53 PM, Joseph Spenner wrote: Gerard: Thanks! That's exactly what I needed! Got the syntax for a specific queue and product: Note that you can always build the search in the RT web interface and then view the results and copy the link as well. Thomas: I was thinking this initially, but it appears RT does a POST such that the string itself does not show up on the URL. Unless you are talking about something different? If I build the search, the URL is simply: http://myrt/Search/Build.html However, if I then click on the Advanced tab, I can see the pieces of the search-- but even this isn't completely compatible with the string needed for the full URL. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Simple search link creation?
On 03/02/2012 02:56 PM, Joseph Spenner wrote: I was thinking this initially, but it appears RT does a POST such that the string itself does not show up on the URL. Unless you are talking about something different? If I build the search, the URL is simply: http://myrt/Search/Build.html Click Show Results. The URL will then be the link you want. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
Thoms,
Is restarting httpd the only thing needed after modifying
RT_SiteConfig.pm?
Jun
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Friday, March 02, 2012 12:21 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 01:16 PM, Zhang,Jun wrote:
Thomas,
Since I'm new to RT, could you please tell where I did wrong in
configuration? May be I need to change the order of the ExternalAuthPriority.
Below is my RT_SiteConfig.pm file content.
Remove My_MySQL from ExternalAuthPriority and remove the entire My_MySQL block
from ExternalSettings.
Set($ExternalAuthPriority, [ 'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_MySQL' = {
'type'
= 'db',
'server'
= 'dqsrt.mdanderson.edu',
'database'
= 'rt4',
'table'
= 'Users',
'user'
= 'rt_user',
'pass'
= 'password',
'port'
= '3306',
'dbi_driver'
= 'mysql',
'u_field'
= 'Name',
'p_field'
= 'Password',
'p_enc_pkg'
= 'Crypt::MySQL',
'p_enc_sub'
= 'password',
'd_field'
= 'disabled',
'd_values'
= ['0'],
'attr_map'
= { 'Name' = 'Name',
}
},
[snipped]
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
I didn't use the real password. Authentication works against AD, does that mean
a short user name could be used? Thank you very much for raising the question.
At this stage, I'm sure about nothing.
Jun
From: Ryan Backman [mailto:rback...@georgefox.edu]
Sent: Friday, March 02, 2012 12:56 PM
To: Zhang,Jun
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Transitory error on login (LDAP against AD)
Your My_LDAP 'user' needs to be the fully qualified
'CN=s_dqs_svn,ou=people,dc=mdanderson,dc=edu'. And I hope that is a bogus
password! Otherwise, I would change it.
=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
=+=+=+=+=+=+=+=+=+
On Fri, Mar 2, 2012 at 10:16 AM, Zhang,Jun
jhzh...@mdanderson.orgmailto:jhzh...@mdanderson.org wrote:
Thomas,
Since I'm new to RT, could you please tell where I did wrong in
configuration? May be I need to change the order of the ExternalAuthPriority.
Below is my RT_SiteConfig.pm file content.
Thanks.
Jun
Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'x...@mdanderson.orgmailto:x...@mdanderson.org' );
Set( $rtname, 'xrt.mdanderson.eduhttp://xrt.mdanderson.edu' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '80' );
Set( $Organization, 'mdanderson.eduhttp://mdanderson.edu' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );
Set( $DatabasePassword, 'password' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'xrt.mdanderson.eduhttp://xrt.mdanderson.edu' );
Set( $DatabaseAdminPassword, '' );
Set( $CommentAddress, 'x...@mdanderson.orgmailto:x...@mdanderson.org' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'x...@mdanderson.orgmailto:x...@mdanderson.org' );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_MySQL' = {
'type'
= 'db',
'server'
= 'dqsrt.mdanderson.eduhttp://dqsrt.mdanderson.edu',
'database'
= 'rt4',
'table'
= 'Users',
'user'
= 'rt_user',
'pass'
= 'password',
'port'
= '3306',
'dbi_driver'
= 'mysql',
'u_field'
= 'Name',
'p_field'
= 'Password',
'p_enc_pkg'
= 'Crypt::MySQL',
'p_enc_sub'
= 'password',
'd_field'
= 'disabled',
'd_values'
= ['0'],
'attr_map'
= { 'Name' = 'Name',
}
},
'My_LDAP' = {
'type'
= 'ldap',
'server'
= 'dcpwpdc1.mdanderson.eduhttp://dcpwpdc1.mdanderson.edu',
'user'
= 's_dqs_svn',
'pass'
= 'Juoo9k88',
'base'
= 'ou=people,dc=mdanderson,dc=edu',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'
= 0,
'ssl_version'
= 3,
'net_ldap_args'
= [version = 3 ],
'attr_map'
= { 'Name' = 'samaccountname',
'EmailAddress' = 'mail',
Re: [rt-users] Simple search link creation?
From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, March 2, 2012 1:14 PM Subject: Re: [rt-users] Simple search link creation? On 03/02/2012 02:56 PM, Joseph Spenner wrote: I was thinking this initially, but it appears RT does a POST such that the string itself does not show up on the URL. Unless you are talking about something different? If I build the search, the URL is simply: http://myrt/Search/Build.html Click Show Results. The URL will then be the link you want. Ok, I get a really big URL: http://myrt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__OwnerName__%27%2C%0A%27__Priority__%27%2C%0A%27__NEWLINE__%27%2C%0A%27%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27Order=ASC|ASC|ASC|ASCOrderBy=id|||Query=Queue%20%3D%20%27My%20Stuff%27RowsPerPage=50SavedChartSearchId=new But it does work, too. Thanks for the info! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RES: Customer cannot see tickets with active custom status
My RT_SiteConfig.pm
# This file was generated by running update-rt-siteconfig-4.
#
# While local modifications will not be overwritten without permission,
# it is recommended the they are instead placed in
# /etc/request-tracker4/RT_SiteConfig.d
#
# Note that modifications to the RT_SiteConfig.d directory won't
# take effect until the update command mentioned above is run again.
# start /etc/request-tracker4/RT_SiteConfig.d/40-timezone
# dynamically find out the current timezone
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
# end /etc/request-tracker4/RT_SiteConfig.d/40-timezone
# start /etc/request-tracker4/RT_SiteConfig.d/50-debconf
# THE BASICS:
Set($rtname, 'rt');
Set($Organization, 'ticket.');
Set($CorrespondAddress , 'ticket@XXX');
Set($CommentAddress , 'rt-comment@');
Set($RTAddressRegexp , 'ticket@');
# Aumentar linhas na visualizacao do chamado dentro do RT
Set($MaxInlineBody, 10);
#Set($PreferRichText, 1);
Set($TrustHTMLAttachments, 1);
# THE WEBSERVER:
Set($WebPath , /rt);
Set($WebBaseURL , http://rt..inf.br;);
# end /etc/request-tracker4/RT_SiteConfig.d/50-debconf
# start /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common
# THE DATABASE:
# generated by dbconfig-common
# map from dbconfig-common database types to their names as known by RT
my %typemap = (
mysql = 'mysql',
pgsql = 'Pg',
sqlite3 = 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || UNKNOWN);
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'X');
# SQLite needs a special case, since $DatabaseName must be a full pathname
my $dbc_dbname = 'rtdb'; if ( mysql eq sqlite3 ) { Set ($DatabaseName, '' .
'/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
# end /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common
1;
#Set(@Plugins, qw(
# RT::Extension::QueueWizard
#));
# RT::FM
#));
#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set($AutoCreate, {Privileged = 1, Lang = 'en-us'});
Set(@LexiconLanguages, qw(en));
Set($DateDayBeforeMonth , 1);
Set( %GnuPG,Enable = 0);
$MailCommand = 'mail';
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'error');
Set($LogToFile , 'debug');
Set($LogDir, '/var/log/request-tracker4/');
Set($LogToFileNamed , rt.log);#log to rt.log
Set($NotifyActor, '1');
Set($ParseNewMessageForTicketCcs , '1');
Set($ForwardFromUser, '1');
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'scheduled', 'started', 'waiting_customer' ],
inactive = [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' ,
'stalled' ],
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied= 'rejected',
},
transitions = {
'' = [qw(new open resolved)],
new= [qw(open stalled scheduled started resolved rejected
deleted waiting_customer plantao report)],
open = [qw(stalled scheduled started resolved rejected
deleted waiting_customer plantao report)],
scheduled = [qw(open stalled started resolved rejected deleted
waiting_customer plantao report)],
started= [qw(open stalled scheduled resolved rejected deleted
waiting_customer plantao report)],
stalled= [qw(open scheduled started rejected resolved deleted
waiting_customer plantao report)],
resolved = [qw(open scheduled started stalled rejected deleted
waiting_customer plantao report)],
rejected = [qw(open scheduled started stalled resolved deleted
waiting_customer plantao report)],
deleted= [qw(open stalled rejected resolved waiting_customer
plantao report)],
report = [qw(open plantao stalled scheduled started resolved
rejected deleted waiting_customer plantao relatorio)],
plantao = [qw(open report stalled scheduled started resolved
rejected deleted waiting_customer plantao relatorio)],
waiting_customer = [qw(open stalled scheduled started resolved
rejected deleted plantao report)],
},
rights = {
'* - deleted' = 'DeleteTicket',
'* - *'= 'ModifyTicket',
},
actions = [
'new - open' = { label = 'Open It', update = 'Respond' },
'new - resolved' = { label = 'Resolve', update = 'Comment' },
'new - rejected' = { label = 'Reject', update = 'Respond' },
'new - started' = { label = 'Start It', update = 'Respond' },
'new - scheduled' = { label = 'Schedule', update = 'Respond' },
'new - waiting_customer' = { label = 'Wait Customer', update =
'Respond' },
'new - deleted' = { label = 'Delete'},
'new - planto'= { label = 'Plantao',
Re: [rt-users] Transitory error on login (LDAP against AD)
OOPS, I forgot I had shut off list mail delivery some time ago, so I only saw Jun's first response (because it CCed me). Thanks for mentioning there were other messages, Thomas. The reason for authenticating against LDAP and the internal system was that (for a time, at least) our users around the world did not all authenticate in the same way. US used one LDAP, UK used a different LDAP, Taiwan used the internal table. At this point I think we actually do have everybody using AD, so I will go ahead and remove the internal part from the config and give that a shot. -- Kendric -Original Message- From: Thomas Sibley [mailto:t...@bestpractical.com] Sent: Friday, March 02, 2012 1:18 PM To: rt-users@lists.bestpractical.com Cc: Beachey, Kendric Subject: Re: [rt-users] Transitory error on login (LDAP against AD) On 03/02/2012 02:05 PM, Beachey, Kendric wrote: HEY! That solved the problem! Thanks so much Jun :-) You just created another problem, which is now ExternalAuth looks at the internal RT users table. It should _not_ be configured to do this. It's interesting that this section of the stock config file refers correctly to the stock Users table, except for including references to this column that isn't part of the table. Please read my other responses to your email which I sent to the list. This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Transitory error on login (LDAP against AD)
On 03/02/2012 03:58 PM, Beachey, Kendric wrote: The reason for authenticating against LDAP and the internal system was that (for a time, at least) our users around the world did not all authenticate in the same way. US used one LDAP, UK used a different LDAP, Taiwan used the internal table. At this point I think we actually do have everybody using AD, so I will go ahead and remove the internal part from the config and give that a shot. RT::Authen::ExternalAuth _always_ falls back to internal RT auth. You don't need to configure it to do so. It's called _external_ auth for a reason. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT4 make initialize-database fails
On Thu, Mar 01, 2012 at 06:44:27PM -0600, Jonathon Doran wrote: Sorry if this is a duplicate, but I noticed that I sent this message from a different email account, so I assume it was hung up in moderation if not disposed of entirely. I installed RT3 last week, and was having some problems getting it to work. I then saw that RT4 was released (Earlier I used the package for FC16), so I downloaded that (4.0.5) and built it. This is also running on FC16. All packages are up to date, including CPAN stuff. Did you install RT3 from packages? It appears you have an old copy of RT's ACL.pm from RT3 somewhere on your system and the RH packages place all the RT libraries into the default perl library paths. -kevin pgpcVLhcdxTpf.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Customer cannot see tickets with active custom status
On Wed, Feb 29, 2012 at 10:37:42PM +, Diaulas Castro wrote: Hello, My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets. Fragment of active status in LifeCycles active = [ 'open', 'scheduled', 'started', 'waiting_customer' ], Fragment of inactive status: inactive = [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ] On SelfService/Open Tickets tickets with status waiting_customer isn't showing but my inactives custom status shows on SelfService/Closed Tickets I can't replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the Requestor can't see a ticket in some queue. Another question, how can I create another menu to show all tickets except by deleted ones? Which result is showing delete tickets? I don't see them in either Open or Closed tickets. -kevin pgpEaGvvFj9wk.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] AD user logged in, but no ticket is seen
On Thu, Mar 01, 2012 at 01:44:23PM -0600, Zhang,Jun wrote:
Ldap user authentication seems to work using RT-Authen-ExternalAuth. An AD
user can login and
create tickets in a queue, but next time the same user logged in he sees
no open/closed
tickets. Only root user can see all the tickets.
Cannot add user rights to the AD user. Once I put the AD user name in the
field and check a
box, it will say Invalid username.
Use the search on Tools - Configuration - Users to confirm the
username that is being imported, then you can add the user to a group
and grant it rights.
It's quite likely the user is Unprivileged and needs to be made
Privileged.
You should not configure RT-Authen-ExternalAuth to talk back to mysql
for the RT database. For starters, Crypt::MySQL won't work, and it
isn't necessary, if LDAP fails, RT will look for an internal password
anyway.
Set($ExternalAuthPriority, [ 'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_MySQL' = {
'type'
= 'db',
'server'
=
'dqsrt.mdanderson.edu',
'database'
= 'rt4',
-kevin
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* Boston March 5 6, 2012
Re: [rt-users] Problems with new users
On Thu, Feb 23, 2012 at 12:07:33PM -0500, Scott Pestana wrote:
Kevin,
We're setting up a new development RT server to try to pick apart our
issues (and also as
a staging platform for RT upgrades). In that spirit I thought I'd ask you
to look over the
RT_SiteConfig.pm I've set up based on our existing instances (don't worry
its short, and
attached). After our conversations, I think I want to make these changes:
- Set($AutoCreate, {Privileged=1});
+ Set($AutoCreate, {Privileged=0});
This only affects people logging in using the UI. This changes from
making them Privileged to the default of making them Unprivileged.
Users who email first will always be Unprivileged.
-'attr_match_list' = [ 'EmailAddress' ]
+ 'attr_match_list' = [ 'EmailAddress',
+'uid' ],
attr_match_list is (quoting from the documentation)
# The list of RT attributes that uniquely identify a user
uid is not an RT attribute.#
Then I will want to install from CPAN RT::Extension::LDAPImport.pm
(hm, that author's name
seems familiar...) and then set up a RT_User_Update.pl script that will
look something like
this (based on the CPAN documentation):
Why not just use the provided rtldapimport script?
It's documented in the README along with all the config options.
You may want to test the development release made by my colleague,
0.32_02, it has a number of useful enhancements.
You've still never really answered why you think the problem user is
associated with an old queue that was used for testing but I believe
your problem is that you need to add this user to the Groups in your
system that have rights.
-kevin
#/usr/bin/perl
#RT_User_Update.pl - NSP 20120222
use RT;
use RT::Extension::LDAPImport;
Set($LDAPHost,'[1]ldap://ldapserver.linguamatics.com');#CPAN
leaves out the $
Set($LDAPUSER,'');
# again
Set($LDAPPassword,'');
# and again
connect_ldap();
#Mirror RT_SiteConfig.pm for the Attribute Mapping:
Set($LDAPMapping, { 'Name' = 'uid', 'EmailAddress' = 'mail', 'RealName'
= 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'gecos' };
#Pull in the records since last time:
import_users( 'import' = 1 );
#Clean up
disconnect_ldap();
1;
And then we'll run that perl script on our RT server (owlwoman, etc)
whenever new
employees come on board (and have been entered into LDAP). Does this make
sense?
-Scott
On 2/14/2012 5:44 PM, Kevin Falcone wrote:
On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote:
That's correct, we don't want him to have special privileges;
other than the ability to see status of tickets that he
opened/requested. Oddly enough we have another employee who started
at roughly the same time as Ian, and Tracy doesn't have this issue,
nor does she have an un-privileged Privileged User. When she logs
in she gets a view similar to mine (I'm on IT Support, have
privileges, and haven't had an issue). At least that's what my
memory tells me. I'm going to check on this tomorrow to see what
her experience as a user is, I could be wildly wrong about this.
This sounds like you may want this user to just be Unprivileged and
use the SelfService interface. You'll still need to hand out some
rights so that Requestors can see their own tickets, etc.
However, you can go compare this user and Tracy's group memberships
from the Memberships tab on their user page and I suspect Tracy will
be in groups and Ian isn't or that Tracy has tickets requested but Ian
doesn't. Also, if Ian's user record had no Email Address then RT has
no way to associate his tickets with the logged in user (See my later
comment about how RT can't know the user's email address).
When he logs in and goes to the RT at a glance page (
rt/index.html ), his view (to me) implies he's associated with a
queue that was originally set up for testing.
What about it makes you think he is accessing a testing queue?
It just sounds like he has no rights in the system.
I'm not sure I understand it either. ;) We are using a rather
complex set up with apache spread across multiple servers performing
different roles, all united by SSO on the apache instance acting as
a gateway. The credentials are (I believe) passed through so an
employee only needs to authenticate once for all of our internal
resources. We are also getting closer to using Kerberos/Domain
authentication for seamless SSO for our windows users.
That makes more sense, you're authing with SSO and trying to pull
information from LDAP. However, your LDAP is keyed to look up on
email address
Re: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work
On Fri, Mar 02, 2012 at 08:27:55AM -0600, Aaron Zuercher wrote: Thats unfortunate but I understand people have lives to live and other priorities. I do have a question: is there a certain version of AT + RT that does work completely? I'm running 3.8.11 and AT 2.0b2 and import/export is broken (i found a long bug report in github about it). And this thread is for AT 4.0.5 which is broken as well. So is there a version in the middle that actually works? That's probably a question best answered by the AT authors, they have more insight into compatibility than we do. -kevin On Fri, Mar 2, 2012 at 8:14 AM, UnixMan [1]senior.u...@gmail.com wrote: I contacted the authors but they don't have the time to look into it. Looks like it is dead in the water UnixMan wrote: Thanks Kevin, I haven't contacted the authors - thanks for the heads up. I'll contact them asap and then post what I find in case anyone else might have the same problem. Kevin Falcone-2 wrote: On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: I saved a search using Importable spreadsheet made a change and uploaded the same file through Asset Import and it said : * Asset import errors. No changes were made. * Asset #1 not updated: * Asset #2 not updated: * Asset #4 not updated: I've been searching all in vain for an answer but have not found anything relevant. Have you contacted the Asset Tracker authors? Best Practical doesn't maintain Asset Tracker and the AT authors don't always monitor our mailing list. You may need to reach out to them directly. -kevin RT Training Sessions ([2]http://bestpractical.com/services/training.html) * Boston * March 5 6, 2012 -- View this message in context: [3]http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions ([4]http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 References Visible links 1. mailto:senior.u...@gmail.com 2. http://bestpractical.com/services/training.html 3. http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html 4. http://bestpractical.com/services/training.html RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 6, 2012 pgpE13Dhyh73O.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Plugin Permissions
On Thu, Feb 23, 2012 at 05:02:39PM -0800, Ryan Backman wrote: I have a question regarding standard permissions for plugins. I'm on RT 3.8.4. I installed the AT plugin and am not seeing the link on my Homepage. I'm looking at a diff of was added when I installed AT and am seeing this: You may wish to take this up with the Asset Tracker authors. Best Practical isn't responsible for AT, and the authors don't always monitor rt-users. -kevin drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/ -r--r--r-- root/staff 22 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/End drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/ -r--r--r-- root/staff 22 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/End drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/ -r--r--r-- root/staff 22 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/End drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/ -r--r--r-- root/staff 1359 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/BeforeActionList -r--r--r-- root/staff 341 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/FormStart drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/ -r--r--r-- root/staff 178 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/CreateLinks drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/ -r--r--r-- root/staff 376 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/Default drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/ drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/ -r--r--r-- root/staff 2391 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/Head drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/ -r--r--r-- root/staff 12546 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged -r--r--r-- root/staff 163 2012-02-23 16:18 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Default drwxr-s--- root/staff 0 2012-02-23 16:24 usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/
Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason
Please keep list replies on the list. On Wed, Feb 29, 2012 at 05:11:25PM +, Walid Haider wrote: I tried your suggestion, but still same error. Any ideas as to what else I could try? I don't see where you answered this question. That sounds pretty broken. What's in /root/.cpan/build ? You can also always manually download HTML::Mason from something like http://search.cpan.org/dist/HTML-Mason untar it and perl Makefile.PL and see if you get a better error message by doing it manually. -kevin pgpYlqcLMLl2Q.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Attachment Management within a ticket
On Thu, Mar 01, 2012 at 04:20:11PM -0500, Joe Kirby wrote: Is there a way via RT to actually remove an attachment? I'm not sure if shredder exposes that in the UI for SuperUsers, but you can use the command line version of it (rt-shredder) to delete attachments. -kevin pgpSj4jY1UUi0.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom database query from within RT
On Fri, Mar 02, 2012 at 01:54:08PM +, Renney, Paul wrote: On the create ticket form I need to act upon a change to a drop down menu for a custom field (for this example 'Customer'), look up this value in a database table for a resulting default priority, and change the value in the priority drop down. Ordinarily this wouldn't be hard in a basic HTML form, creating a db connection manually, but I can't find where to start doing this within RT. I'm not sure where I should be putting my db query code. Does RT allow me to put in a custom query somewhere and handle the db connection? Would a scrip be suitable to do what I need? I've searched the mailing list and tutorials but can't find a similar problem. Specific files to change and alternative ideas on how do this would be appreciated as I am new to RT. Are you doing your lookup inside RT's database or using an external database? It sounds like you either want code using RT's API or a DB connection running inside a Scrip. -kevin pgpW2h8HQZdrV.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Add user as CC to Ticket
On Mon, Feb 27, 2012 at 11:39:24PM -0800, Kenneth Crocker wrote: That would be the Watch right. Watch lets you add yourself as a Requestor or Cc, but not arbitrary users, that requires ModifyTicket. So, Christopher, it depends on what you need to achieve. -kevin On Thu, Feb 23, 2012 at 1:30 PM, Christopher Lasater [1]clasa...@taleo.com wrote: Hey Guys, How do give someone the ability to add another user as a CC, without giving them the ability to Modify the who ticket? Christopher Lasater Technology Analyst I pgp9yFKQZg59A.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Subject in Template options
On Thu, Mar 01, 2012 at 04:42:57PM -0500, Joe Kirby wrote: UMBC has a need to have the subject of an email option only the ticket id and subject of the ticket. Unfortunately, RT really needs the full subject tag [$rtname_or_queuetag #ticketid] The Subject: seems to be required for templates to work and that seems to always place Ticket id Queue name and our group does not want to see the queue You don't need to have a Subject line in your Templates, but RT will add the subject tag in regardless of what you do in the Template (it parses outgoing mail). What's the real requirement here? Without the rtname in the subject tag, RT can't differentiate between tickets from your RT and tickets from our RTs. -kevin pgp8N7fYNK3De.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] outlook multipart/alternative problem, send plain text when attachments exist
On Wed, Feb 29, 2012 at 08:02:56PM +0330, Payam Poursaied wrote: Hi all We are working with 3.8.8. we have the following problem: When any HTML correspond/comment with attachments (i.e doc file) sent to RT from outlook (i.e. outlook 2010), the system sends plain/text part rather than html part. I found that outlook 2010 and 2007 include multipart/alternative into the message so both plain text and html version would be parsed by RT. I found this post: [1]http://lists.bestpractical.com/pipermail/rt-commit/2011-June/020321.html and tried to compare Transaction_Overlay.pm and EmailParser.pm from 3.8.11 and included newly developed code into 3.8.8 but still no success. You likely want to read docs/templates.pod, but be aware that there have been a ton of bugfixes for that code since 3.8.8. You're better off upgrading, if you must stay on 3.8, at least target 3.8.11. -kevin pgpNhWK3f7Eao.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate 302 Error. No, not Plack.
Please - keep list replies on the list. On Fri, Feb 24, 2012 at 10:24:52PM +, Jourdan Perla wrote: Fixed it. I was missing an Auth exclusion for the /REST/1.0/NoAuth directory As for the RT logs, can't find them. And can't find out where they're configured. Search in RT_Config.pm for the various Log config options and check their documentation. Then see what you have in your RT_SiteConfig.pm -kevin On 2/24/12 2:15 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Feb 24, 2012 at 08:54:00PM +, Jourdan Perla wrote: Install of RT3.8 on Ubuntu 10.4 LTS. I'm getting that pesky 302 Found error as I'm trying to push mail into my queues using rt-mailqueue. I've done the usual Googling and wiki hunts, and I've run out of options. - Aliases are working fine, it's a rt-mailgate error. - Plack is up to date (0.9985). - There's no extra '/'. It's finding rt-mailgate fine. - Not configured for SSL. That's on my to-do list, and if I need to bump that up, I will. Command : /usr/bin/rt-mailgate --queue myqueue --action correspond --url http://myserver.com/rt -debug test.msg Output: /usr/bin/rt-mailgate: temp file is '/tmp/TykSIIvN17' /usr/bin/rt-mailgate: connecting to http://myserver.com/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred = 302 Found /usr/bin/rt-mailgate: undefined server error Thoughts? What's in the RT logs. What's your test.msg. Also, Plack is only used in RT4 -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 pgp6lmZa2VEc3.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
