Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-21 Thread Stephen Switzer
I don't normally think of enabling outside users to see my queue, but I think 
you're right. Thank you.

Sent from Nine

From: Matt Zagrabelny 
Sent: Nov 21, 2016 3:47 PM
To: Stephen Switzer
Cc: rt-users
Subject: Re: [rt-users] Failed attempt to create a ticket by email, from 
us-c...@ncas.us-cert.gov

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[rt-users] Resolved tickets per user per day, and Time worked per user per day

2016-11-21 Thread Dion Gullotta
Hi,

I’m looking to generate two reports containing


-  Resolved tickets per user per day

-  Time worked per user per day

Anyone know the best way of getting these? There’s apparently a scrip that 
ships by default with 4.4 to display some time worked stats but since we’re an 
upgrade we don’t have it in our install.

I’ve installed the timeworked and activity report extensions. The timeworked 
report will do what I am looking for “on demand” but I was hoping to automate 
it on a daily basis and produce a “push” report.

I’m also still looking for a resolved tickets per user per day report, if 
anyone knows more info about this.

Cheers,
Dion

-- 
Message  protected by MailGuard: e-mail anti-virus, anti-spam and content 
filtering.
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Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-21 Thread Matt Zagrabelny
Hi Steve,

Try granting "View queue" to everyone.

-m

On Mon, Nov 21, 2016 at 2:34 PM, Stephen Switzer  wrote:

> I received an email today:
>
> us-c...@ncas.us-cert.gov attempted to create a ticket via email in the queue 
> Incident Reports; you
> might need to grant 'Everyone' the CreateTicket right.
>
>
> Yet, I've double checked the permissions:
>
>
>
> I have both items checked for Privileged an Unprivileged as well.
> "us-c...@ncas.us-cert.gov"  doesn't exist in
> the system as a user (yet). What am I missing?
>
> --
>
> Best regards,
> Steve
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>
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[rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-21 Thread Stephen Switzer

I received an email today:

us-c...@ncas.us-cert.gov  attempted to create a ticket via email in the queue 
Incident Reports; you
might need to grant 'Everyone' the CreateTicket right.


Yet, I've double checked the permissions:



I have both items checked for Privileged an Unprivileged as well. 
"us-c...@ncas.us-cert.gov" doesn't exist in the system as a user (yet). 
What am I missing?


--

Best regards,
Steve

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Re: [rt-users] How do I set the RT hostname?

2016-11-21 Thread Stephen Switzer

One more thing to note...


Set( $CommentAddress, 'd...@example.com ' );

Set( $CorrespondAddress, 'd...@example.com ' );


If these two are indeed the same, change the CommentAddress to something 
you won't use as much, like dev-comm...@example.com. If these are the 
same, RT may not know whether it should add a comment, or add 
correspondence to the ticket.


Best regards,
Steve


On 11/21/2016 09:20 AM, Peter Zillmann wrote:


On my test system I get the behavior you describe when $WebDomain does 
not match the URL in my browser.


Are you sure you’ve restarted your web server since making the change?

*From:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On 
Behalf Of *Barton Chittenden

*Sent:* Monday, November 21, 2016 8:19 AM
*To:* rt-users
*Subject:* [rt-users] How do I set the RT hostname?

I'm in the process of setting up a new RT 4.4 instance. I used the web 
installer, which generated the following RT-SiteConfig.pm:


Set( $CommentAddress, 'd...@example.com ' );

Set( $CorrespondAddress, 'd...@example.com ' );

Set( $DatabaseHost, 'localhost' );

Set( $DatabaseName, 'rt4' );

Set( $DatabasePassword, 'x' );

Set( $DatabasePort, '' );

Set( $DatabaseType, 'mysql' );

Set( $DatabaseUser, 'rt_user' );

Set( $Organization, 'rt2.example.com ' );

Set( $OwnerEmail, 'd...@example.com ' );

Set( $SendmailPath, '/usr/sbin/sendmail' );

Set( $WebDomain, 'rt2.example.com ' );

Set( $WebPort, '80' );

Set( $rtname, 'rt2.example.com ' );

1;

{ I've substituted 'rt2.example.com ' for the 
actual FQDN of the machine that's hosting the instance }


When I tried to set up a new asset, I got the following error message:

RT has detected a possible cross-site request forgery for this 
request, because the Referrer header supplied by your browser 
(rt2.example.com:80 ) is not allowed by 
RT's configured hostname (127.0.0.1:80 ).


A bit of googling showed me how to set this in  RT-SiteConfig.pm:

Set(@ReferrerWhitelist, qw(127.0.0.1:80));

... that did disable the message, but why is the 'configured hostname' 
set to 127.0.0.1:80 , and how do I set it to the 
actual domain name of the machine?


Thanks,

--Barton



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[rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-21 Thread Stephen Switzer

I received an email today:

us-c...@ncas.us-cert.gov  attempted to create a ticket via email in the queue 
Incident Reports; you
might need to grant 'Everyone' the CreateTicket right.


Yet, I've double checked the permissions:



I have both items checked for Privileged an Unprivileged as well. 
"us-c...@ncas.us-cert.gov" doesn't exist in the system as a user (yet). 
What am I missing?


--

Best regards,
Steve


Stephen H. Switzer
President & Chief Technical Consultant

st...@sbsroc.com 

*Main:*
*Cell:*

+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

Support Desk:
supp...@sbsroc.com 


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[rt-users] Plugin(s) stopped working (long)

2016-11-21 Thread Patrick G. Stoesser

Hello everybody,

strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie 
installed via the Debian packages.


I started adding plugins long time ago:

# Plugins
Set(@Plugins,(qw(
RT::Extension::EscalationDates
RT::Extension::TimeWorkedReport
RT::Extension::TicketLocking
RT::Extension::AnnounceSimple
RT::Extension::JSGantt
RTx::Calendar
)));

all installed via perl Makefile.PL, make, make install, configured, 
cleaned cache, restarted Apache. All worked so far.




A few days ago, suddenly the small images in the calendar weren't 
displayed anymore. I could not find any error, and nothing had been 
changed on the server.
Even debug logging did not give me any hint. So I "reinstalled" the 
calendar plugin (perl Makefile.PL, make, make install), cleaned cache, 
restarted Apache. After that, in place of the calendar there was "An 
internal RT error has occurred. Your administrator can find more details 
in RT's log files."


All right, and there we go:




[28078] [...] [error]: could not find component for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


I understand that some component can not be found but I don't have any 
idea what, why and where.


All right, and now I discovered that JSGantt also does not work anymore.

What still works: Ticket locking, Time worked report, Escalation dates, 
Announce Simple.


Now I installed another plugin, RT::Extension::BriefHistory, and that 
one also does not work.


I know that under Debian the paths may differ, but in my opinion 
everything should be allright there (it worked...). Here's some output 
from /rt/Admin/Tools/Configuration.html:


*Plugins*
[
  'RT::Extension::EscalationDates',
  'RT::Extension::TimeWorkedReport',
  'RT::Extension::TicketLocking',
  'RT::Extension::AnnounceSimple',
  'RT::Extension::JSGantt',
  'RT::Extension::BriefHistory'
]


*Mason template search order*
/usr/local/share/request-tracker4/html
/usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html
/usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html
/usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html
/usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html
/usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html
/usr/share/request-tracker4/html

*Static file search order*
/usr/local/share/request-tracker4/static
/usr/share/request-tracker4/static

*Loaded config files*
/etc/request-tracker4/RT_SiteConfig.pm
/usr/share/request-tracker4/etc/RT_Config.pm
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm

*RT core variables*
RT::BasePath/usr/share/request-tracker4
RT::BinPath /usr/bin
RT::EtcPath /usr/share/request-tracker4/etc
RT::FontPath/usr/share/request-tracker4/fonts
RT::LexiconPath /usr/share/request-tracker4/po
RT::LocalEtcPath/etc/request-tracker4
RT::LocalLexiconPath/usr/local/share/request-tracker4/po
RT::LocalLibPath/usr/local/share/request-tracker4/lib
RT::LocalPath   /usr/local/share/request-tracker4
RT::LocalPluginPath /usr/local/share/request-tracker4/plugins
RT::LocalStaticPath /usr/local/share/request-tracker4/static
RT::MAJOR_VERSION   4
RT::MINOR_VERSION   2
RT::MasonComponentRoot  /usr/share/request-tracker4/html
RT::MasonDataDir/var/cache/request-tracker4/mason_data
RT::MasonLocalComponentRoot /usr/local/share/request-tracker4/html
RT::MasonSessionDir /var/cache/request-tracker4/session_data
RT::PluginPath  /usr/share/request-tracker4/plugins
RT::REVISION8
RT::SbinPath/usr/sbin
RT::StaticPath  

Re: [rt-users] Lost emails!

2016-11-21 Thread Shawn M Moore

> On Nov 21, 2016, at 06:12, Sternberger, Sven  wrote:
> Hello!

Hi Sven,

> Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate 
> object method "" via package "MIME::Head" at 
> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 
>  

The "_Local" in the stack trace indicates a local customization your 
organization has made as being the source of the error. Would you be able to 
provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm?

> best regards!
> 
> Sven Sternberger
> System Engineer
> Tel.: 040/8998-4397
> DESY IT

Best,
Shawn

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RT 4.4 and RTIR training sessions, and a new workshop day! 
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Re: [rt-users] How do I set the RT hostname?

2016-11-21 Thread Peter Zillmann
On my test system I get the behavior you describe when $WebDomain does not 
match the URL in my browser.

Are you sure you’ve restarted your web server since making the change?

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Barton Chittenden
Sent: Monday, November 21, 2016 8:19 AM
To: rt-users
Subject: [rt-users] How do I set the RT hostname?

I'm in the process of setting up a new RT 4.4 instance. I used the web 
installer, which generated the following RT-SiteConfig.pm:

Set( $CommentAddress, 'd...@example.com' );
Set( $CorrespondAddress, 'd...@example.com' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $DatabasePassword, 'x' );
Set( $DatabasePort, '' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'rt_user' );
Set( $Organization, 'rt2.example.com' );
Set( $OwnerEmail, 'd...@example.com' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'rt2.example.com' );
Set( $WebPort, '80' );
Set( $rtname, 'rt2.example.com' );
1;

{ I've substituted 'rt2.example.com' for the actual 
FQDN of the machine that's hosting the instance }

When I tried to set up a new asset, I got the following error message:

RT has detected a possible cross-site request forgery for this request, because 
the Referrer header supplied by your browser 
(rt2.example.com:80) is not allowed by RT's 
configured hostname (127.0.0.1:80).

A bit of googling showed me how to set this in  RT-SiteConfig.pm:

Set(@ReferrerWhitelist, qw(127.0.0.1:80));

... that did disable the message, but why is the 'configured hostname' set to 
127.0.0.1:80, and how do I set it to the actual domain 
name of the machine?

Thanks,

--Barton


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RT 4.4 and RTIR training sessions, and a new workshop day! 
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Re: [rt-users] Timezone set to GMT?

2016-11-21 Thread Alex Hall
I'm using the RT default, which appears to pull the information from
/etc/timezone:

my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);

And /etc/timezone exists and is set correctly. I can just set the actual
value in this file, but I'm still not sure why this doesn't work.


On Sat, Nov 19, 2016 at 1:17 AM, Landon Stewart 
wrote:

> On Nov 18, 2016, at 11:40 AM, Alex Hall  wrote:
>
> Hi all,
> I have the timezone set in SiteConfig how it came by default, and
> /etc/timezone on my server is correct. Yet, I've just noticed that times in
> RT are GMT, not Eastern like they should be. I only just noticed this, but
> I'm told it has been an ongoing problem. That means I don't know what I
> might have changed, or when.
>
> Is there more to the timezone than letting RT pick it up from
> /etc/timezone? Do I need to worry about setting MySQL somehow? The file is
> 644, so is readable by everyone. Thanks.
>
>
> This is probably already set in the shipped configuration in
> etc/RT_Config.pm as follows but you can override it in etc/RT_SiteConfig.pm
>
>$Timezone
>$Timezone is the default timezone, used to convert times
> entered by users into GMT, as they are stored in the database, and back
> again;
>users can override this.  It should be set to a timezone
> recognized by your server.
>
> eg:
> Set($Timezone, "US/Eastern");
>
> --
> Landon Stewart
> Lead Analyst - Abuse and Security Management
> INTERNAP ®
>  lstew...@internap.com
>  www.internap.com
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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[rt-users] How do I set the RT hostname?

2016-11-21 Thread Barton Chittenden
I'm in the process of setting up a new RT 4.4 instance. I used the web
installer, which generated the following RT-SiteConfig.pm:

Set( $CommentAddress, 'd...@example.com' );
Set( $CorrespondAddress, 'd...@example.com' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $DatabasePassword, 'x' );
Set( $DatabasePort, '' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'rt_user' );
Set( $Organization, 'rt2.example.com' );
Set( $OwnerEmail, 'd...@example.com' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'rt2.example.com' );
Set( $WebPort, '80' );
Set( $rtname, 'rt2.example.com' );
1;

{ I've substituted 'rt2.example.com' for the actual FQDN of the machine
that's hosting the instance }

When I tried to set up a new asset, I got the following error message:

RT has detected a possible cross-site request forgery for this request,
because the Referrer header supplied by your browser (rt2.example.com:80)
is not allowed by RT's configured hostname (127.0.0.1:80).

A bit of googling showed me how to set this in  RT-SiteConfig.pm:

Set(@ReferrerWhitelist, qw(127.0.0.1:80));

... that did disable the message, but why is the 'configured hostname' set
to 127.0.0.1:80, and how do I set it to the actual domain name of the
machine?

Thanks,

--Barton
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Searching for ip-numbers in RT

2016-11-21 Thread Bengt Gördén
Den 2016-11-19 kl. 20:28, skrev k...@rice.edu:
> Quoting Bengt Gördén :
>
>> Hi,
>>
>>
>> I have some trouble to get the free text (content I believe) search for
>> IP-numbers in RT correct. I/we have got about 24k tickets in our system.
>> When I search for a number it seems to be truncated in some way. Unclear
>> how.
>>
>> Ex. (Edit Query mode)
>>
>> ( Content LIKE '127.0.0.2' )
>> Found 311 tickets
>>
>> ( Content LIKE '127.' )
>> Found 311 tickets
>>
>> ( Content LIKE '194.22.77.33' )
>> Found 2,944 tickets
>>
>> ( Content LIKE '194.' )
>> Found 2,944 tickets
>>
>>
>> I'm quite certain we have got a lot of tickets that has "127" in them.
>> We've probably no one with "194.22.77.33".
>> I've tried a number of ways to escape the characters but no luck. Double
>> quotes turn into single quotes so normal distinction between them is
>> off. Equal sign or LIKE is the same here.  How do I construct a search
>> for IP-numbers in RT to get tickets with one explicit IP number?
>>
>> PS. Search in Subject works as expected. DS
>>
>> regards,
>>
>>
>> -- 
>>
>> Bengt Gördén
>
> Hi,

Hi,

Sorry for the late reply.

> What db and text search are you using? Postgresql definitely works for
> this. Maybe there are some adjustments that you need to make.
>

mysql and sphinx. It might be some adjustments for sphinx that we
haven't figured out yet. Normal search seems to be no problem.


regards,


-- 

Bengt Gördén
Resilans AB


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