Re: [rt-users] A brief preview of what RT 3.8 is going to look like
Hello! I really like the new look, and even if I think the horizental menues are useful for this type of programs, i think the traditional menues on the left will ease the usage for the unexcercised users. But when will there be the first 3.8. Could you give an rough estimate? I installed yesterday the 3.8-Testing, and it looks good (after I installed tons of dependencies in our RHEL5 clone) Best regards! sven On Di, 2008-03-25 at 19:31 -0400, Jesse Vincent wrote: http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Re solved scrip problem
Hello Kenn, Thanks for your reply. I'm using the default Resolved template which is associated to the default scrip On Resolve Notify Requestors with template Resolved. The rights that are set for the Global group are: AssignCustomFields CommentOnTicket CreateSavedSearch DelegateRights DeleteTicket EditSavedSearches LoadSavedSearch ModifySelf ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeGroup SeeQueue ShowOutgoingEmail ShowSavedSearches ShowTicket ShowTicketComments StealTicket TakeTicket In addition to the rights, i have the following rights set also globally for the privileged users: CreateSavedSearch DelegateRights EditSavedSearches LoadSavedSearch ModifySelf And the following for everyone (Globally) CreateTicket ReplyToTicket Thanks again for your help Marc Kenneth Crocker wrote: F350, Would you mind providing some info? What is the Condition and Action on the scrip in question. Do you use a special Template? Can you list the rights you gave the Global group as opposed to the Group of primary users of the queue? thanks. Kenn LBNL On 3/25/2008 6:06 AM, F350 wrote: Greetings, I set up a group called All queues with some members inside. These members are supposed to have read and write rights globally on all the queues just like the members of each queue. The problem is that when a member of the All queues group resolves a ticket, the scrip Resolved is not excecuted therefore the resolved template email is not sent. However, the scrip is excuted when a member of a queue resolves a ticket. Am i missing something ? even if i give superUser rights globally for the All queues group, the scrip is still not excuted. Thx for your help ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 -- View this message in context: http://www.nabble.com/Resolved-scrip-problem-tp16174370p16299138.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] A brief preview of what RT 3.8 is going to look like
I like the new look but, to be honest, I'm more concerned about features which will be added and/or removed. Mathew Jesse Vincent wrote: http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] A brief preview of what RT 3.8 is going to look like
OK, my two cents... 1. The new Design looks brilliant, but like all previous version, the font are much too big, i'm not blind, and i think the hughe fonts are really not neccessary?!? Btw, we can hopefully easily change the CSS for this ;-) 2. The menu at the right hand is perfekt, i never liked the menu at the top. Many Users (most in our company) have 16:10 Screens, so a menu at the left/right is much better for space saving. 3. The blue background is killing my eyesprefer a simple one 4. But like Mathew wrote, the features and functions behind are much more important! Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jesse Vincent Gesendet: Mittwoch, 26. März 2008 00:32 An: RT Users Betreff: [rt-users] A brief preview of what RT 3.8 is going to look like http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Auto-created users not does not appear...
Hi, I have a lot of auto-created users in my RT installation, they are readed from a LDAP directory when an e-mail is received. The question is that those users do not appear on every drop-down, so I can't select them as search criteria and etc. Is there a way to make them appear? RT 3.6.1-4 - Debian package. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Assign custom field to subject
I have a user who would like the subject to be a drop down list of choices. I
have not seen how to do this, so I have decided to create a custom field of
a drop down list of choices, and if the subject is blank, move this custom
field choice into the subject. I am not being successful. I have 2
questions:
1. Can I make the subject a drop down list for one queue, rather than an
type in field?
2. If not, does anyone see anything wrong with my code:
here is the custom preparation code:
return 0 unless (!$self-TicketObj-Subject);
return 1;
and here is the custom cleanup code:
# move the contents of the custom field into the subject
# the name of my custom field is Choose subject here
my $subject =
$self-TicketObj-FirstCustomFieldValue('Choose_subject_here');
$self-TicketObj-Subject=$subject;
return 1;
###
Does the name of the field, since it has spaces, have to include
underscores? I did it that way, and for testing purposes, even chose a
custom field of one word to eliminate the question.
Thanks,
Laura
--
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like
Jesse, I agree with Todd. It makes navigation easier to see and is therefore more user-friendly. I hope we get a choice. Kenn LBNL On 3/25/2008 6:04 PM, Todd Chapman wrote: On Tue, Mar 25, 2008 at 7:31 PM, Jesse Vincent [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: http://fsck.com/~jesse/rt-3.8/ http://fsck.com/%7Ejesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse Jesse, Not bad looking, but I do prefer the horizontal menus since they make more efficient use of the screen space. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Assign custom field to subject
I would go with a variation of
http://wiki.bestpractical.com/view/SelectRequestor
Instead of selects to populate the box, just pre-define some and use the
javascript to let a user enter his or her own subject.
lgrella wrote:
I have a user who would like the subject to be a drop down list of choices. I
have not seen how to do this, so I have decided to create a custom field of
a drop down list of choices, and if the subject is blank, move this custom
field choice into the subject. I am not being successful. I have 2
questions:
1. Can I make the subject a drop down list for one queue, rather than an
type in field?
2. If not, does anyone see anything wrong with my code:
here is the custom preparation code:
return 0 unless (!$self-TicketObj-Subject);
return 1;
and here is the custom cleanup code:
# move the contents of the custom field into the subject
# the name of my custom field is Choose subject here
my $subject =
$self-TicketObj-FirstCustomFieldValue('Choose_subject_here');
$self-TicketObj-Subject=$subject;
return 1;
###
Does the name of the field, since it has spaces, have to include
underscores? I did it that way, and for testing purposes, even chose a
custom field of one word to eliminate the question.
Thanks,
Laura
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like
Jesse, Kool. Very Kool. (So I'm OLD! So what! I was there when Fortran 4 was the language to use along with 360 Assembler! HA!). Kenn LBNL On 3/25/2008 7:08 PM, Jesse Vincent wrote: On Mar 25, 2008, at 8:26 PM, Kenneth Crocker wrote: Jesse, It looks like you are getting away from the 3.6 navigation bars. I kinda liked them. Will there be a way to keep them like you offered for 3.4? Yep. Themes are now a per-user preference (Though the default is settable site-wide.) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Assign custom field to subject
Hi Laura,
I think your approach should work, but I don't think you can set the
subject with a direct assignment like that.
Try $self-TicketObj-SetSubject($subject) instead.
Also, I don't think you should be replacing spaces with underscores in the
CF name; leave the spaces.
Regards,
Gene
At 09:01 AM 3/26/2008, lgrella wrote:
I have a user who would like the subject to be a drop down list of choices. I
have not seen how to do this, so I have decided to create a custom field of
a drop down list of choices, and if the subject is blank, move this custom
field choice into the subject. I am not being successful. I have 2
questions:
1. Can I make the subject a drop down list for one queue, rather than an
type in field?
2. If not, does anyone see anything wrong with my code:
here is the custom preparation code:
return 0 unless (!$self-TicketObj-Subject);
return 1;
and here is the custom cleanup code:
# move the contents of the custom field into the subject
# the name of my custom field is Choose subject here
my $subject =
$self-TicketObj-FirstCustomFieldValue('Choose_subject_here');
$self-TicketObj-Subject=$subject;
return 1;
###
Does the name of the field, since it has spaces, have to include
underscores? I did it that way, and for testing purposes, even chose a
custom field of one word to eliminate the question.
Thanks,
Laura
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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[rt-users] Intergrating wo MS Exchange
Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 authing off of LDAP
Louis Bohm wrote: I am currently running RT 3.6.6 on Centos 5.0 and I want RT to authorize users from an LDAP directory (specifically sun one directory). I have tried the different methods listed on the LDAP wiki page with little success. The Overly method seems to give the best response. When using it I get the error: [warning]: Transaction-Create couldn't, as you didn't specify an object type and id (/apps/rt3/lib/RT/Record.pm:1488) when I try to login as a user who does not exist locally in RT. If I create the user in RT (just the user name. No password or anything else.) I can see in the RT logs it contacting my ldap server and pulling down all the user info for that user. I can then login to RT as root and see this info in the users config. But that user still cannot login because of a auth failure. Does anyone have any ideas how I can try to fix this??? You will need to set logging level to debug and work through it. There are a number of places where you can go wrong here and you don't always get decent debug messages about it.. often it's a simple config error, but you may need to add your own debug messages to the overlay to find out what's happening. The most common mistake with this is to not specify an LDAP filter because you don't want to filter the results. If that is the case you will need to specify (objectClass=*) as your LDAP filter. Also, when did you last look at the LDAP page (http://wiki.bestpractical.com/view/LDAP)? I updated it yesterday to take account of the new extension I have added to CPAN for external authentication which includes a rewrite of the LDAP User_Local overlay with more debugging statements and better code commenting as well as the ability to use multiple and/or separate sources for authentication and information as well as DBI supported sources such as SQL databases. Just a thought. -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Intergrating wo MS Exchange
Does http://wiki.bestpractical.com/view/MSExchangeRelay help? Nelson Pereira wrote: Hi, Just installed RT and was wondering if it’s possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Intergrating wo MS Exchange
Yes, that's what I was looking for... Thanks... Now, just trying to get this centos5 box to accept connections from the Exchange sever Can't seem to figure that one out. Can't telnet to port 25 on the centos5 box running rt. Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information.www.MyFax.com -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 26, 2008 1:00 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Intergrating wo MS Exchange Does http://wiki.bestpractical.com/view/MSExchangeRelay help? Nelson Pereira wrote: Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Intergrating wo MS Exchange
If you are running Sendmail and can connect to localhost:25, you need to modify the original configuration file or regenerate it from the mc file: . yum install sendmail-cf . cd to /etc/mail . edit sendmail.mc: DAEMON_OPTIONS(`Port=smtp, Name=MTA')dnl . you may modify other options, read all file . m4 sendmail.mc sendmail.newcf Compare sendmail.cf with sendmail.newcf. Then, save sendmail.cf in a secure place and change sendmail.newcf to sendmail.cf. After all, you will need to restart sendmail (service sendmail restart). You may need to alter the iptables configuration. If you are using default packages, run system-config-securitylevel. Em Qua 26 Mar 2008, Nelson Pereira escreveu: Yes, that's what I was looking for... Thanks... Now, just trying to get this centos5 box to accept connections from the Exchange sever Can't seem to figure that one out. Can't telnet to port 25 on the centos5 box running rt. Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. www.MyFax.com -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 26, 2008 1:00 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Intergrating wo MS Exchange Does http://wiki.bestpractical.com/view/MSExchangeRelay help? Nelson Pereira wrote: Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. - --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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 -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Intergrating wo MS Exchange
That's the problem I can't telnet to localhost 25 I get connection refused although sendmail is running Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information.www.MyFax.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Fernando Frota Machado de Morais Sent: Wednesday, March 26, 2008 1:27 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Intergrating wo MS Exchange If you are running Sendmail and can connect to localhost:25, you need to modify the original configuration file or regenerate it from the mc file: . yum install sendmail-cf . cd to /etc/mail . edit sendmail.mc: DAEMON_OPTIONS(`Port=smtp, Name=MTA')dnl . you may modify other options, read all file . m4 sendmail.mc sendmail.newcf Compare sendmail.cf with sendmail.newcf. Then, save sendmail.cf in a secure place and change sendmail.newcf to sendmail.cf. After all, you will need to restart sendmail (service sendmail restart). You may need to alter the iptables configuration. If you are using default packages, run system-config-securitylevel. Em Qua 26 Mar 2008, Nelson Pereira escreveu: Yes, that's what I was looking for... Thanks... Now, just trying to get this centos5 box to accept connections from the Exchange sever Can't seem to figure that one out. Can't telnet to port 25 on the centos5 box running rt. Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. www.MyFax.com -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 26, 2008 1:00 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Intergrating wo MS Exchange Does http://wiki.bestpractical.com/view/MSExchangeRelay help? Nelson Pereira wrote: Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. - --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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 -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Intergrating wo MS Exchange
Easiest way: Create a mailbox for RT's mail to go into. However you want to do this. Install Fetchmail onto your RT server. (yum has it) Configure Fetchmail to collect mail from your exchange server (POP3 or IMAP) Have your local MTA deliver the mail into RT. I've had that working for the last couple of years now. Around 20,000 tickets so far. The MTA I'm using is Exim, so I can use the exim filtering rules, through its .forward for RT. I'm afraid I've got no how-to written up, but there should be a reasonable amount of documentation out there on how fetchmail works. And there's documentation on how to get local mail into RT, using mailgate. The fetchmail config I have is (in .fetchmailrc, in the RT users home directory) set postmaster rt set bouncemail set no spambounce set properties poll your.pop3.server user 'rt' there with password 'changed to save my blushes' is 'rt' here Steve Anderson From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nelson Pereira Sent: 26 March 2008 16:20 To: rt-users@lists.bestpractical.com Subject: [rt-users] Intergrating wo MS Exchange Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 38303966 and having its registered office at Park House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroyall copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time. You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Assign custom field to subject
Thank you Gene, it works perfectly!
--Laura
Gene LeDuc wrote:
Hi Laura,
I think your approach should work, but I don't think you can set the
subject with a direct assignment like that.
Try $self-TicketObj-SetSubject($subject) instead.
Also, I don't think you should be replacing spaces with underscores in the
CF name; leave the spaces.
Regards,
Gene
At 09:01 AM 3/26/2008, lgrella wrote:
I have a user who would like the subject to be a drop down list of
choices. I
have not seen how to do this, so I have decided to create a custom field
of
a drop down list of choices, and if the subject is blank, move this custom
field choice into the subject. I am not being successful. I have 2
questions:
1. Can I make the subject a drop down list for one queue, rather than an
type in field?
2. If not, does anyone see anything wrong with my code:
here is the custom preparation code:
return 0 unless (!$self-TicketObj-Subject);
return 1;
and here is the custom cleanup code:
# move the contents of the custom field into the subject
# the name of my custom field is Choose subject here
my $subject =
$self-TicketObj-FirstCustomFieldValue('Choose_subject_here');
$self-TicketObj-Subject=$subject;
return 1;
###
Does the name of the field, since it has spaces, have to include
underscores? I did it that way, and for testing purposes, even chose a
custom field of one word to eliminate the question.
Thanks,
Laura
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Intergrating wo MS Exchange
I don't want to create a user box on the exchange system and have RT fetch the mail. We are having a hard time getting the exchange to send email to RT. I used MUTT to send an email to the email address configured in RT for the Queue, but getting this error: This is the error Mutt receives: Date: Wed, 26 Mar 2008 14:36:32 -0400 From: Mail Delivery Subsystem [EMAIL PROTECTED] To: [EMAIL PROTECTED] Subject: Returned mail: see transcript for details Auto-Submitted: auto-generated (failure) [-- Attachment #1 --] [-- Type: text/plain, Encoding: 7bit, Size: 0.4K --] The original message was received at Wed, 26 Mar 2008 14:36:32 -0400 from nelsoncentos.protus.org [127.0.0.1] - The following addresses had permanent fatal errors - [EMAIL PROTECTED] (reason: 550 Host unknown) - Transcript of session follows - 550 5.1.2 [EMAIL PROTECTED]... Host unknown (Name server: protusrt.com: host not found) [-- Attachment #2 --] [-- Type: message/delivery-status, Encoding: 7bit, Size: 0.3K --] Reporting-MTA: dns; nelsoncentos.protus.org Received-From-MTA: DNS; nelsoncentos.protus.org Arrival-Date: Wed, 26 Mar 2008 14:36:32 -0400 Final-Recipient: RFC822; [EMAIL PROTECTED] Action: failed Status: 5.1.2 Remote-MTA: DNS; protusrt.com Diagnostic-Code: SMTP; 550 Host unknown Last-Attempt-Date: Wed, 26 Mar 2008 14:36:32 -0400 [-- Attachment #3 --] [-- Type: message/rfc822, Encoding: 7bit, Size: 0.7K --] Date: Wed, 26 Mar 2008 14:36:32 -0400 From: root [EMAIL PROTECTED] To: [EMAIL PROTECTED] Subject: testing User-Agent: Mutt/1.4.2.2i kuqdgvliuegvega From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Anderson Sent: Wednesday, March 26, 2008 1:16 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Intergrating wo MS Exchange Easiest way: Create a mailbox for RT's mail to go into. However you want to do this. Install Fetchmail onto your RT server. (yum has it) Configure Fetchmail to collect mail from your exchange server (POP3 or IMAP) Have your local MTA deliver the mail into RT. I've had that working for the last couple of years now. Around 20,000 tickets so far. The MTA I'm using is Exim, so I can use the exim filtering rules, through its .forward for RT. I'm afraid I've got no how-to written up, but there should be a reasonable amount of documentation out there on how fetchmail works. And there's documentation on how to get local mail into RT, using mailgate. The fetchmail config I have is (in .fetchmailrc, in the RT users home directory) set postmaster rt set bouncemail set no spambounce set properties poll your.pop3.server user 'rt' there with password 'changed to save my blushes' is 'rt' here Steve Anderson From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nelson Pereira Sent: 26 March 2008 16:20 To: rt-users@lists.bestpractical.com Subject: [rt-users] Intergrating wo MS Exchange Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 38303966 and having its registered office at Park House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time. You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 SLA Extensions
It's already there. Just don't grant rights to see and/or modify the field to other users. And I think it's even described in the doc. http://search.cpan.org/~ruz/RT-Extension-SLA-0.01/lib/RT/Extension/SLA.pm#Access_control PS: Don't forget to write to rt-users or rt-devel lists. On Wed, Mar 26, 2008 at 7:10 PM, Carlos Silva [EMAIL PROTECTED] wrote: Hi Ruslan, I've been charged with adapting our current RT infrastructure to better meet our needs, and one of the requirements is support for SLA current state tracking. I've seen two modules on CPAN (Business::SLA and RT::Extension::SLA) that look promising, but they don't match our needs because from what I've understood their SLA tracking is made at the ticket level while we would need something at the queue level as we don't want the ticket requestor to choose the ticket corresponding SLA, but in it being associated with the queue. Do you have any plans to implement something like this for any future versions, any suggestions on how to or accept patches for this? I'm still getting my feet wet with RT. Thank you for your time, regards. Carlos Silva -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Questions about User accounts.
Good mid-morning (my time), I am looking for a possible solution to what I see as a possible issue that may arrive in our use of RT. A good Example would be a family Person email address Account Dad [EMAIL PROTECTED] dad Mom [EMAIL PROTECTED] dad Kid1[EMAIL PROTECTED] dad Kid2[EMAIL PROTECTED] dad That way when any one of them call and I enter any of those email addresses as the requestor it would be associated with the account 'dad' Is this possible? I haven't seen anything so far that makes it possible in searching the wiki or google that would apply to my situation. I found something that is LDAP based that might work, but we use NIS here at present and we are not integrating that with RT. We will wait until the new LDAP system is ready to do that. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Questions about User accounts.
Greg, Actually, that could be done a couple ways. Which way is best would be determined on what you want to do with the account info. All four members of the family could be members of Group Family. This group has the rights to create, own, modify, delete, etc. tickets in the queue Family. You can create tickets as well in the same queue and specify who you want the owner to be, OR let it sit and let them take the ticket as they see fit. All ticket info is available via query/spreadsheet and you can sort by owner. If you create tickets via self-service, you send them to the alias for that queue OR you could send them to any of the owners' email addresses and those addresses would point to the same alias. If you want separate queues, then another way would be to have the same group (with the same rights for each of the 4 queues) but also create a Custom Field that is applied to the 4 queues and that CF allows you to select one of any number of accounts and you could run a query that pulls the same ticket info, including the CF, and separate based on the CF value. Either will work, but how well will depend on what you want to do with the info by account. Hope I helped. Kenn LBNL On 3/26/2008 2:36 PM, Greg Evans wrote: Good mid-morning (my time), I am looking for a possible solution to what I see as a possible issue that may arrive in our use of RT. A good Example would be a family Personemail address Account Dad [EMAIL PROTECTED] dad Mom [EMAIL PROTECTED] dad Kid1 [EMAIL PROTECTED] dad Kid2 [EMAIL PROTECTED] dad That way when any one of them call and I enter any of those email addresses as the requestor it would be associated with the account 'dad' Is this possible? I haven't seen anything so far that makes it possible in searching the wiki or google that would apply to my situation. I found something that is LDAP based that might work, but we use NIS here at present and we are not integrating that with RT. We will wait until the new LDAP system is ready to do that. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Re solved scrip problem
F350, Well, first off, you have some redundancies that could easily make debugging harder. For example, if you have granted the CreateSavedSearch Globally for Privileged users, then you do not need to grant the same right again to the global group as they are privileged users (a user can't be in a group that has privileges if they are not privileged users). That's one example. Same with ModifySelf. Next, you mentioned that the scrip is executed, but no one in the group gets the email. Whether or not someone gets the email does NOT depend on rights. It depends on who is causing the transaction and who is listed as the recipient of an email. RT does not Notify any user causing the transaction. That's what AutoReply does. RT figures that if you are the one doing the work, then you do not need to be notified about the work cause YOU did it in the first place. So, whether the users in the super Group are listed as the requestor OR CC or AdminCc, they will NOT get any notification as an addressee if they are the users doing the work (in this case, changing the ticket status to resolved). Check to see who is listed as requestor on the tickets that were resolved and if they are in that group, you have your explanation. If you want them to get the email anyway, change the action to AutoReply to requestors. If they were not the requestor, then they wouldn't get a reply anyway. Hope this helps. Kenn LBNL On 3/26/2008 3:04 AM, F350 wrote: Hello Kenn, Thanks for your reply. I'm using the default Resolved template which is associated to the default scrip On Resolve Notify Requestors with template Resolved. The rights that are set for the Global group are: AssignCustomFields CommentOnTicket CreateSavedSearch DelegateRights DeleteTicket EditSavedSearches LoadSavedSearch ModifySelf ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeGroup SeeQueue ShowOutgoingEmail ShowSavedSearches ShowTicket ShowTicketComments StealTicket TakeTicket In addition to the rights, i have the following rights set also globally for the privileged users: CreateSavedSearch DelegateRights EditSavedSearches LoadSavedSearch ModifySelf And the following for everyone (Globally) CreateTicket ReplyToTicket Thanks again for your help Marc Kenneth Crocker wrote: F350, Would you mind providing some info? What is the Condition and Action on the scrip in question. Do you use a special Template? Can you list the rights you gave the Global group as opposed to the Group of primary users of the queue? thanks. Kenn LBNL On 3/25/2008 6:06 AM, F350 wrote: Greetings, I set up a group called All queues with some members inside. These members are supposed to have read and write rights globally on all the queues just like the members of each queue. The problem is that when a member of the All queues group resolves a ticket, the scrip Resolved is not excecuted therefore the resolved template email is not sent. However, the scrip is excuted when a member of a queue resolves a ticket. Am i missing something ? even if i give superUser rights globally for the All queues group, the scrip is still not excuted. Thx for your help ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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] Auto-created users not does not appear...
Fabio, It all depends on how you grant rights' to the queues. If you have groups with the correct rights to the correct queues, then you will need to add these users to one of your existing groups OR grant some of these rights globally to Everyone, Privileged, Requestor, or whatever case fits. You could also write some code (as a scrip) to add users to a group using the info added to an account by LDAP. Either way, RT does not automatically add users to user-defined groups, only system groups and the Requestor role. As far as searches go, I do believe that the Requestor field is available for ALL searches as a role, not as individuals. For that, you might want the search to sort on requestor or something. It depends on what you are trying to do. Hope this helps. Kenn LBNL On 3/26/2008 6:05 AM, Fábio M. Catunda wrote: Hi, I have a lot of auto-created users in my RT installation, they are readed from a LDAP directory when an e-mail is received. The question is that those users do not appear on every drop-down, so I can't select them as search criteria and etc. Is there a way to make them appear? RT 3.6.1-4 - Debian package. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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
