Re: [rt-users] Recurring signin with 3.6.4
Kenneth Crocker wrote: Kenneth, We are on Oracle 9 (soon going to 10) and RT doesn't seem to work well with Oracle for sessions. So we use the file method for storing. I would love to hear from anyone using Oracle on how they deal with the sessions table problem. Kenn LBNL On 12/5/2007 5:49 AM, Kenneth Marshall wrote: Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? We tried it too, storing in the db, using Oracle XE (10g) but it doesn't work somehow. Since storing on disk does work and having a cron entry removing everything older than a couple of days I don't mind being those files on disk. There isn't any data in it which needs to be backuped up so I let it be. Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT not generating email for CCs/AdminCCs
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 We've just recently upgraded our RT install to version 3.6.5. It looks like, under the new version, CC users and AdminCC users aren't receiving email about ticket updates. Requesters *are* getting email, so I know RT is capable of sending. According to my mail logs, there isn't even an attempt at sending messages to CC/AdminCC users. I've gone through the new RT_Config.pm and don't see any configuration options that directly relate to this. I'd considered that the $RedistributeAutoGeneratedMessages setting might affect this, but the AdminCCs and CCs being added are all manually created RT users with privileges. Do we just have the wrong expectation for how RT should be behaving here? I've done a bit of googling around for this, but didn't have much luck. Does this sound familiar to anyone? My (slightly sanitized) RT_SiteConfig.pm is included below. My appreciation for any suggestions. Matt Set($rtname, 'Foo'); Set($Organization, Foo); Set($Timezone, 'America/Toronto'); Set($OWnerEmail, '[EMAIL PROTECTED]'); Set($LogToFile, 'debug'); @LogToSyslogConf = (socket='inet'); Set($WebBaseURL, https://ticket.foo.ca;); Set($RedistributeAutoGeneratedMessages, 'privileged'); @ActiveStatus = qw( new open patched tested stalled ); Set($WebSessionClass , 'Apache::Session::File'); 1; -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWBbmmFeRJ0tjIxERAoySAKCM+Lh3iXrU5AbM3PNa7fKgZzLVIACfdG25 aoOd1ZGAUIbOh9t+QUDxQ2k= =c6aC -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Recurring signin with 3.6.4
Joop, Thanks. We are currently doing the same thing you are (storing session on disk), yet I am still getting the two-time loop for sign-ins. What did you do to resolve the cookie problem, if you had one? If you didn't have a cookie problem, then I still can't figure out what is causing the double sign-in. What were you're setup procedures/parameters for storing session data to file? It perplexes me. I was looking thru the archives and the causes seemed to be in two camps: 1) the DB camp - whereas an alter for the sessions table to CLOB/ORACLE or LONGBLOB/MySQL seemed to work and 2) the store to file camp - which listed various causes such as FireFox/cookies/expire date on cookies/clearing cookies and possibly binary data corruption. At this point, I feel the need to ask Jesse what your technical guys have found out about this problem in relation to ORACLE and/or FireFox? Did this happen for ORACLE users in 3.6.1 thru 3.6.3? If not, what does 3.6.4 do differently that may cause this? This is critical to our getting 3.6.4 into production. Any help here would be greatly appreciated. Thanks. Kenn LBNL On 12/6/2007 1:09 AM, Joop van de Wege wrote: Kenneth Crocker wrote: Kenneth, We are on Oracle 9 (soon going to 10) and RT doesn't seem to work well with Oracle for sessions. So we use the file method for storing. I would love to hear from anyone using Oracle on how they deal with the sessions table problem. Kenn LBNL On 12/5/2007 5:49 AM, Kenneth Marshall wrote: Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? We tried it too, storing in the db, using Oracle XE (10g) but it doesn't work somehow. Since storing on disk does work and having a cron entry removing everything older than a couple of days I don't mind being those files on disk. There isn't any data in it which needs to be backuped up so I let it be. Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Modify without ModifyTicket?
Christopher, What rights have you given the role owner both globally and for that queue? CommentOnTicket allows modification ONLY to the comments part of a ticket, not the status or dates, etc. Do you have RightsMatrix? That will help a great deal in finding out who can do what and where and thru what rights. You could have inadvertently granted some rights thru fall-thru inclusion to rights for roles. Hope this helps. Kenn LBNL On 12/5/2007 11:06 PM, Christopher Short wrote: Hi, I have users who can modify tickets in a queue that I didn't expect. All those users are are assigned to just one group with these permissions on the queue: CommentOnTicket OwnTicket SeeQueue ShowTicket ShowTicketComments The only other thing that applies to them is the Everybody group with ReplyTicket. Privileged has no added rights. Is ModifyTicket implied by OwnTicket? I've seen comments that imply that it isn't. Christopher (RT 3.6.1) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
Matt, Based on your comment about not seeing attempts in the log, it SOUNDS like there isn't a specific scrip for XX activity for AdminCc and Cc's, but since I'm sure you checked that, so it may be something else. I assume these persons were getting email for this activity before? What type of updates to the ticket are you talking about? When you upgraded, did you do anything with the tables involving scrips? Did you create NEW notification scrips or accidentally disable some? Kenn LBNL On 12/6/2007 7:36 AM, Matt Pounsett wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 We've just recently upgraded our RT install to version 3.6.5. It looks like, under the new version, CC users and AdminCC users aren't receiving email about ticket updates. Requesters *are* getting email, so I know RT is capable of sending. According to my mail logs, there isn't even an attempt at sending messages to CC/AdminCC users. I've gone through the new RT_Config.pm and don't see any configuration options that directly relate to this. I'd considered that the $RedistributeAutoGeneratedMessages setting might affect this, but the AdminCCs and CCs being added are all manually created RT users with privileges. Do we just have the wrong expectation for how RT should be behaving here? I've done a bit of googling around for this, but didn't have much luck. Does this sound familiar to anyone? My (slightly sanitized) RT_SiteConfig.pm is included below. My appreciation for any suggestions. Matt Set($rtname, 'Foo'); Set($Organization, Foo); Set($Timezone, 'America/Toronto'); Set($OWnerEmail, '[EMAIL PROTECTED]'); Set($LogToFile, 'debug'); @LogToSyslogConf = (socket='inet'); Set($WebBaseURL, https://ticket.foo.ca;); Set($RedistributeAutoGeneratedMessages, 'privileged'); @ActiveStatus = qw( new open patched tested stalled ); Set($WebSessionClass , 'Apache::Session::File'); 1; -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWBbmmFeRJ0tjIxERAoySAKCM+Lh3iXrU5AbM3PNa7fKgZzLVIACfdG25 aoOd1ZGAUIbOh9t+QUDxQ2k= =c6aC -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
Matt, Navigate to CongifurationGlobalScrips and tell me what scrips are listed. Then, navigate to CongifurationQueues(select the queue we are discussing)Scrips and tell me what scrips are listed. That will give us a good start on finding out what is going on. Kenn LBNL On 12/6/2007 10:07 AM, Matt Pounsett wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 2007-Dec-06, at 13:00, Kenneth Crocker wrote: Matt, Based on your comment about not seeing attempts in the log, it SOUNDS like there isn't a specific scrip for XX activity for AdminCc and Cc's, but since I'm sure you checked that, so it may be something else. I assume these persons were getting email for this activity before? What type of updates to the ticket are you talking about? When you upgraded, did you do anything with the tables involving scrips? Did you create NEW notification scrips or accidentally disable some? For that particular behaviour, we're just using the default scrips. I haven't specifically checked that because the database we're using is an import/upgrade from the old one, and the old (default) scrips should be there.. and I haven't made any changes to scrips in well over a year. I hadn't actually considered that they may have stopped working for some reason, but I can check that (I think). I haven't seen any errors logged anywhere related to this though, so I'll have to do some reading to figure out how to even debug that. Thanks for the idea. I'll check into it. Matt -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWDpNmFeRJ0tjIxERAlb4AJ9Rdy2Pru3EyRVmTygvjsnY/n1InACggg9q LGgmAbmvH03jOGa/e+1NebA= =ume5 -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Recurring signin with 3.6.4
Kenn, I don't think it's a cookie issue. What we noticed was that the session file on the server that the cookie referred to didn't have its attributes filled in. So, I believe the problem is that sometimes the session file fails to fully write. When we've looked at a file for a session that didn't have the repeated login problem, it has the binary data followed by attributes, ie, username, etc. When we looked at the session file for when we did have the repeated login issue, it only has binary data filled in. What you can do to verify this is, first, look at the cookie of a repeated login session to get its session id. Then look that at the corresponding session file in the rthome/var/session folder. I've attached an example of a good and a bad session file. They are binary files, I looked at them with vi on linux and notepad in windows. Craig Patterson NGIT/City of Grand Rapids -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Thursday, December 06, 2007 12:45 PM To: Joop van de Wege Cc: rt Users Subject: Re: [rt-users] Recurring signin with 3.6.4 Joop, Thanks. We are currently doing the same thing you are (storing session on disk), yet I am still getting the two-time loop for sign-ins. What did you do to resolve the cookie problem, if you had one? If you didn't have a cookie problem, then I still can't figure out what is causing the double sign-in. What were you're setup procedures/parameters for storing session data to file? It perplexes me. I was looking thru the archives and the causes seemed to be in two camps: 1) the DB camp - whereas an alter for the sessions table to CLOB/ORACLE or LONGBLOB/MySQL seemed to work and 2) the store to file camp - which listed various causes such as FireFox/cookies/expire date on cookies/clearing cookies and possibly binary data corruption. At this point, I feel the need to ask Jesse what your technical guys have found out about this problem in relation to ORACLE and/or FireFox? Did this happen for ORACLE users in 3.6.1 thru 3.6.3? If not, what does 3.6.4 do differently that may cause this? This is critical to our getting 3.6.4 into production. Any help here would be greatly appreciated. Thanks. Kenn LBNL On 12/6/2007 1:09 AM, Joop van de Wege wrote: Kenneth Crocker wrote: Kenneth, We are on Oracle 9 (soon going to 10) and RT doesn't seem to work well with Oracle for sessions. So we use the file method for storing. I would love to hear from anyone using Oracle on how they deal with the sessions table problem. Kenn LBNL On 12/5/2007 5:49 AM, Kenneth Marshall wrote: Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? We tried it too, storing in the db, using Oracle XE (10g) but it doesn't work somehow. Since storing on disk does work and having a cron entry removing everything older than a couple of days I don't mind being those files on disk. There isn't any data in it which needs to be backuped up so I let it be. Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com d960b271c4df5258f21681a8da6fdbc2.good Description: d960b271c4df5258f21681a8da6fdbc2.good d960b271c4df5258f21681a8da6fdbc2.bad Description: d960b271c4df5258f21681a8da6fdbc2.bad ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden
Re: [rt-users] Recurring signin with 3.6.4
Craig, Thanks! REALLY! I'll get on this right away. Hope that's it. Ken LBNL On 12/6/2007 10:24 AM, Patterson, Craig wrote: Kenn, I don't think it's a cookie issue. What we noticed was that the session file on the server that the cookie referred to didn't have its attributes filled in. So, I believe the problem is that sometimes the session file fails to fully write. When we've looked at a file for a session that didn't have the repeated login problem, it has the binary data followed by attributes, ie, username, etc. When we looked at the session file for when we did have the repeated login issue, it only has binary data filled in. What you can do to verify this is, first, look at the cookie of a repeated login session to get its session id. Then look that at the corresponding session file in the rthome/var/session folder. I've attached an example of a good and a bad session file. They are binary files, I looked at them with vi on linux and notepad in windows. Craig Patterson NGIT/City of Grand Rapids -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Thursday, December 06, 2007 12:45 PM To: Joop van de Wege Cc: rt Users Subject: Re: [rt-users] Recurring signin with 3.6.4 Joop, Thanks. We are currently doing the same thing you are (storing session on disk), yet I am still getting the two-time loop for sign-ins. What did you do to resolve the cookie problem, if you had one? If you didn't have a cookie problem, then I still can't figure out what is causing the double sign-in. What were you're setup procedures/parameters for storing session data to file? It perplexes me. I was looking thru the archives and the causes seemed to be in two camps: 1) the DB camp - whereas an alter for the sessions table to CLOB/ORACLE or LONGBLOB/MySQL seemed to work and 2) the store to file camp - which listed various causes such as FireFox/cookies/expire date on cookies/clearing cookies and possibly binary data corruption. At this point, I feel the need to ask Jesse what your technical guys have found out about this problem in relation to ORACLE and/or FireFox? Did this happen for ORACLE users in 3.6.1 thru 3.6.3? If not, what does 3.6.4 do differently that may cause this? This is critical to our getting 3.6.4 into production. Any help here would be greatly appreciated. Thanks. Kenn LBNL On 12/6/2007 1:09 AM, Joop van de Wege wrote: Kenneth Crocker wrote: Kenneth, We are on Oracle 9 (soon going to 10) and RT doesn't seem to work well with Oracle for sessions. So we use the file method for storing. I would love to hear from anyone using Oracle on how they deal with the sessions table problem. Kenn LBNL On 12/5/2007 5:49 AM, Kenneth Marshall wrote: Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? We tried it too, storing in the db, using Oracle XE (10g) but it doesn't work somehow. Since storing on disk does work and having a cron entry removing everything older than a couple of days I don't mind being those files on disk. There isn't any data in it which needs to be backuped up so I let it be. Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at
Re: [rt-users] RT not generating email for CCs/AdminCCs
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 2007-Dec-06, at 13:21, Kenneth Crocker wrote:
Matt,
Navigate to CongifurationGlobalScrips and tell me what scrips
are listed. Then, navigate to CongifurationQueues(select the
queue we are discussing)Scrips and tell me what scrips are listed.
That will give us a good start on finding out what is going on.
Sorry.. to be more specific, I meant to say that I wouldn't know how
to debug malfunctioning scrips. Figuring out which ones are there
and *should* be doing things is pretty straight-forward.
Having gone to do that, It's starting to look to me like our problem
is a combination of two things:
1) Incorrect assumptions about the default behaviour of the CC field
2) Inconsistent use of CC and AdminCC by my users (and imprecise
problem reporting)
I've been a bit more direct in my questioning of users, and dug
around a bit more, and here's what I've found:
It seems that my interpretation of the default On
{Comment,Correspond} Notify Other Recipients as.. scrips was wrong
- -- I'd assumed Other Recipients would include CC'd users, and it
looks like it doesn't. Does that sound correct to you?
On top of that, my users seem to be trying to use CC and AdminCC
interchangeably, resulting in inconsistent behaviour with regard to
mail going out (which might be my fault since I wasn't even clear on
the difference).
I think the fix here might simply be writing up some simple process
for the developers/testers to follow.
Thanks for the pointers!
Matt
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Version: GnuPG v1.4.6 (Darwin)
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d+FB9Z4eHju9WgmNZAG7wYY=
=YYGL
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
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Re: [rt-users] RT not generating email for CCs/AdminCCs
Matt,
I think you're right about the understanding and the inconsistent
procedures as a result. Let's see if I can help:
For the QUEUE an AdminCc or CC watcher will be recipients of email
notification IF there is a notification scrip where the action is
Notify AdminCc, CC's...) or even spererate Notify AdminCc, Notify
CC where the condition is whatever. When the condition is On
Correspondence it means email sent to/from that queue/ticket. On
Comment means when someone makes a comment on a ticket in said queue.
On Create and the others are self explanatory. Others (as an action
recipient) refers to a user that is added to the cc or Admincc
people portion of an individual ticket.
What this means is, when you set up the queue, the users you identify
as the Watchers are ALWAYS going to get a notification on ANY ticket
IF and ONLY IF there is a notification scrip that applies to the
condition AND the action is to notify the watchers (AdminCc CC).
For any other person to get an email for said action, you need to have
those users added to the appropriate PEOPLE section of the specific
ticket AND have ANOTHER scrip for that condition with the action being
Notify Others
What we do is have our AdminCc watcher function as the administrator
of the queue (be the person that monitors ticket
activity/ownership/resolution/granting groups privileges to the queue)
and set up notification scrips for when that person wants one, like on
create and on resolve. If they want to know every time someone makes
a comment or sends an email to/about a ticket, then we set up a
notification scrip for On Correspond or On Comment, with the action
set to Notify AdminCc. Some Queue Admins don't want to be inundated
with email.
I would recommend sitting down with your people and discuss exactly how
you want RT to be used and administrated and set up everything
accordingly, as a whole and queue by queue. Watch out for setting up
privileges redundantly. Hope this helps.
Kenn
LBNL
On 12/6/2007 10:56 AM, Matt Pounsett wrote:
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 2007-Dec-06, at 13:21, Kenneth Crocker wrote:
Matt,
Navigate to CongifurationGlobalScrips and tell me what scrips
are listed. Then, navigate to CongifurationQueues(select the queue
we are discussing)Scrips and tell me what scrips are listed. That
will give us a good start on finding out what is going on.
Sorry.. to be more specific, I meant to say that I wouldn't know how to
debug malfunctioning scrips. Figuring out which ones are there and
*should* be doing things is pretty straight-forward.
Having gone to do that, It's starting to look to me like our problem is
a combination of two things:
1) Incorrect assumptions about the default behaviour of the CC field
2) Inconsistent use of CC and AdminCC by my users (and imprecise problem
reporting)
I've been a bit more direct in my questioning of users, and dug around a
bit more, and here's what I've found:
It seems that my interpretation of the default On {Comment,Correspond}
Notify Other Recipients as.. scrips was wrong - -- I'd assumed Other
Recipients would include CC'd users, and it looks like it doesn't.
Does that sound correct to you?
On top of that, my users seem to be trying to use CC and AdminCC
interchangeably, resulting in inconsistent behaviour with regard to mail
going out (which might be my fault since I wasn't even clear on the
difference).
I think the fix here might simply be writing up some simple process
for the developers/testers to follow.
Thanks for the pointers!
Matt
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[rt-users] RT 3.6 requires two or three logins with firefox and IE
Bizarre problem I could not spot with Google which leads me to believe I'm doing something very wrong. I have perl-5.8.8, apache 2.6, mp 2.0.3 and RT 3.6.5 under Solaris 10 and Oracle 10. With firefox2 and IE, I am prompted to authenticate two or three times before I can navigate RT pages without prompting. However, with lynx and opera I only need to authenticate once. I have turned on logging and don't see anything interesting. I see RT's cookie in firefox's cookie manager. Any thoughts on how I can debug further? John [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6 requires two or three logins with firefox and IE
On Thu, Dec 06, 2007 at 03:03:26PM -0500, John D Groenveld wrote: Bizarre problem I could not spot with Google which leads me to believe I'm doing something very wrong. I have perl-5.8.8, apache 2.6, mp 2.0.3 and RT 3.6.5 under Solaris 10 and Oracle 10. With firefox2 and IE, I am prompted to authenticate two or three times before I can navigate RT pages without prompting. It's almost certainly the case that you have multiple valid DNS domain names for your RT server. And RT's cookies are tied to a specific domain. Something like this: http://rt/ http://rt.mycompany.com/ http://rt3.mycompany.com/ http://www.rt.mycompany.com/ If you start at one and RT canonicalizes it to another, you might be fored to reauth. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Add GroupMembers as CC on create ( help required )
First off, my apologizes for posting to the dev list earlier in error... a true
newbie
I need some guidance..
I have tried numerous versions of scrips , approaches and examples that I have
found thanks to this list,
but I just can't get things to work as I expect/want.
The below scrip ( found on the list...thank you ) , does work , but it requires
that I have the hardcoded Group_Here_Works entry.
Usin different group names does produce those members as CC's.
What I really want to have happen is;
the requestor's group/s members be automatically figured out and those
members be added as CC's to the ticket on creation.
but I can't seem to grasp how.
I am struggling to get my head around all this, so any assistance is very
welcomed.
==
my $ticket = $self-TicketObj;
my $transaction = $self-TransactionObj;
my $derivedGroupName = 'GROUPNAME_HERE_WORKS';
# instantiate a group object
my $addGroupObj = RT::Group-new($RT::SystemUser);
$addGroupObj-LoadUserDefinedGroup($derivedGroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj-UserMembersObj;
my $userObj;
# walk through members of group to add; if a given member is not already on the
ticket, add to the CC list
while ($userObj = $addGroupMembersObj-Next) {
if (($ticket-IsRequestor($userObj-PrincipalId)) or
($ticket-IsCc($userObj-PrincipalId))) {
$RT::Logger-debug(On Create Add Group CC: ' . $userObj-Name . ' is
already a ticket watcher; not adding Cc on ticket \# . $ticket-id );
} else {
$RT::Logger-debug(On Create Add Group CC: Adding ' . $userObj-Name
.' to ticket \# .$ticket-id);
my ($success, $msg)= $ticket-AddWatcher(
Type = Cc,
PrincipalId = $userObj-Id);
if (! $success) {
$RT::Logger-info(On Create Add Group CC: couldn't add ' .
$userObj-Name . ' to . $ticket-id . ': got ' . $msg .');
}
}
}
return 1;
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[rt-users] Set ticket priority in self service portal?
Hi, I'm getting our shiny new rt3.6.5 install on fedora 8 ready to enter production for our internal ticket taking, but I have one last configuration issue before I'm truly happy with the configuration. I need to let end users set the priority of their tickets in the rt self service portal. Is this a feature in RT that I've overlooked? If not, any tips on how to hack it in? Thanks, Chris Peterson Barracuda Networks -- Barracuda Networks makes the best spam firewalls and web filters. www.barracuda.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6 requires two or three logins with firefox and IE
In message [EMAIL PROTECTED], Jesse Vincent writes: It's almost certainly the case that you have multiple valid DNS domain names for your RT server. And RT's cookies are tied to a specific domain. Something like this: http://rt/ http://rt.mycompany.com/ http://rt3.mycompany.com/ http://www.rt.mycompany.com/ If you start at one and RT canonicalizes it to another, you might be fored to reauth. The test host only has one valid DNS name. Currently testing from the coffee shop and I'm tunneling via ssh. /opt/rt3/etc/RT_SiteConfig.pm has this Set( $rtname, 'test.example.com'); Set( $Organization, 'RT Rocks'); Set( $WebBaseURL, 'http://test.example.com:8082'); Oddly, sometimes I can connect localhost:8082 with Firefox without being prompted multiple times and sometimes it takes three times. Opera nor lynx ever have this problem. Weird. John [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Modify without ModifyTicket?
http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm This RT extension can help you understand how users end up with rights. On 12/6/07, Christopher Short [EMAIL PROTECTED] wrote: Hi, I have users who can modify tickets in a queue that I didn't expect. All those users are are assigned to just one group with these permissions on the queue: CommentOnTicket OwnTicket SeeQueue ShowTicket ShowTicketComments The only other thing that applies to them is the Everybody group with ReplyTicket. Privileged has no added rights. Is ModifyTicket implied by OwnTicket? I've seen comments that imply that it isn't. Christopher (RT 3.6.1) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Modify without ModifyTicket?
Thanks Kenneth, I hadn't heard of RTx::RightsMatrix before, I'll give it a go. However, I don't have any (additional) rights for owners on that group or globally. In our system all Privileged users have ReplyTicket, everything else is on a Group basis. Hmmm maybe I added custom fields with global privileged modify access. Aha! (But the original problem was the worked field which seems like a loophole in RT, people with Comment rights can edit several fields on the Comment screen, including Worked) cheers, Christopher -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Friday, December 07, 2007 4:52 AM To: Christopher Short Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Modify without ModifyTicket? Christopher, What rights have you given the role owner both globally and for that queue? CommentOnTicket allows modification ONLY to the comments part of a ticket, not the status or dates, etc. Do you have RightsMatrix? That will help a great deal in finding out who can do what and where and thru what rights. You could have inadvertently granted some rights thru fall-thru inclusion to rights for roles. Hope this helps. Kenn LBNL On 12/5/2007 11:06 PM, Christopher Short wrote: Hi, I have users who can modify tickets in a queue that I didn't expect. All those users are are assigned to just one group with these permissions on the queue: CommentOnTicket OwnTicket SeeQueue ShowTicket ShowTicketComments The only other thing that applies to them is the Everybody group with ReplyTicket. Privileged has no added rights. Is ModifyTicket implied by OwnTicket? I've seen comments that imply that it isn't. Christopher (RT 3.6.1) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
