Re: [rt-users] RT2-to-RT3 migration lost ticket data and status change issues

[Brian Friday]

Thanks Drew,

Your tips led me to the library issues. RT2 can not be exported  
without the same perl modules used for RT2. Once I installed the  
correct libraries everything exported correctly.

My import however still has one snag, or rather 51,000 or so snags. I  
have 51,000 tickets with the status of "new" 99% of which did not  
originally have that status when they were exported and did not have  
that status in the dump file.

Anyone have any ideas on this issue that still remains?

- Brian

On Dec 15, 2008, at 7:19 AM, Drew Barnes wrote:

> When I upgraded several years ago, I had to run rt2-to-dumpfile  
> BEFORE I installed RT3 at all.  Something about the version of  
> SearchBuilder (I think) that RT# used broke the data export of RT2.   
> At one point I was very good with the procedure for that upgrade,  
> but my memory seems to have been lost to time and projects past.
>
> I hope this may help you out some.  Searching for part of my email  
> on http://www.gossamer-threads.com/lists/rt/ may bring some of those  
> posts back up for you.
>
>
>
> Brian Friday wrote:
>> Hello all,
>>
>> I am using the RT2-to-RT3 migration tool (latest) to migrate a RT2   
>> instance (Mysql 3.23, DB is 1+ GB in size) from 2.0.14 to RT 3.6.7   
>> (Mysql 5). I have copied the original RT2 install, and the new RT3   
>> from their respective machines to a go between system. I've fixed  
>> the  paths and configurations so that both installs still can  
>> connect to  their respective databases.
>>
>> This go between machine is running perl 5.8.8 with all the modules  
>> and  dependancies for a mysql based RT 3.6.7 instance. RT2 is  
>> running on a  Mac OS X panther server with Perl 5 (I think 004) and  
>> RT3 is running  on a Leopard Server also running Perl 5.8.8.
>>
>> I had to update the RT2-to-dumpfile script in the migration package  
>> to  change the status as well as the priority of the tickets it  
>> exports.  In addition I had to add to RT3 the additional status  
>> files used by  the client.  After that I was able to successfully  
>> run both the rt-2.0- to-dumpfile script and the dumpfile to rt-3.0  
>> script.  All the basic  data appears to have come across intact  
>> including queues, acl's, users  and ticket metadata.
>>
>> First Problem:
>> ---
>> While the ticket metadata has been exported, the actual  
>> transactions,  as well as ticket contents, emails, attachments etc  
>> have not been  exported. I have verified that they exist in the  
>> original database.
>>
>> Second Problem:
>> 
>> Within RT3 I have edited the etc/RT_SiteConfig.pm to include the   
>> additional status lines here:
>> @ActiveStatus = qw(new open waiting monitoring ongoing stalled  
>> verify  EC) unless @ActiveStatus;
>> @InactiveStatus = qw(resolved rejected dead deferred deleted)  
>> unless  @InactiveStatus;
>>
>> From the default below:
>> @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
>> @InactiveStatus = qw(resolved rejected deleted) unless  
>> @InactiveStatus;
>>
>> The catch I have discovered is that when the old tickets were  
>> imported  about 90% of the tickets which were resolved now have the  
>> status of  new (specifically "new (unchanged)" ). These tickets  
>> instead should be  listed
>> as resolved.
>>
>> 
>>
>> Has anyone seen or experienced either of these behaviors before  
>> and  could provide any advice?
>>
>> Any help would be appreciated,
>>
>> - Brian
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>>
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>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>> Media. Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 
> Drew Barnes
> Applications Analyst
> Network Resources Department
> Raymond Walters College
> University of Cincinnati
>

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[rt-users] Migrating to LDAP

[James Chamberlain]

Hi List,

I've got a question I'm hoping someone here can help me with.  I have  
an existing installation of RT that I'd like to move to another server  
and upgrade.  As part of this process, I want to switch to  
RT::Authen::ExternAuth for authentication.  I'm changing people's  
passwords as part of this.  I've set up a test system, but I've  
noticed something kind of odd in its behavior.  It seems like people  
can authenticate with either their old password or their new.  That  
is, it seems like both the Users table and the LDAP directory are  
being consulted.  If the user's password is correct in either one of  
them, the user gets in; but the user has to enter the wrong password  
according to both before authentication fails.  Have I missed  
something?  What can I do to make sure that only the LDAP directory  
gets used?

Thanks,

James
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[rt-users] how to copy tickets between systems with rt tool or mysql

[Mark Sallee]

Does anyone have instructions on how to use the rt CLI tool to copy a
ticket from one RT system to another, preserving all of the e-mail
history and information? Or, is there a mysql way to copy a ticket
between systems?

Thanks.

-- 
Mark Sallee

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Re: [rt-users] No reply to requestors on resolve, even if chosen

[Kenneth Crocker]

Robert,


If your requestor is getting two notices then either you have another 
scrip that is sending one OR your user is also another type of recipient 
that is getting the notification.


Kenn
LBNL

On 12/18/2008 3:42 PM, Robert Munsch wrote:
>>  Try using this for you "User-defined" condition.
>>
>> my $trans = $self->TransactionObj;
>>
>> return ($trans->Type eq "Status" &&
>>  $trans->NewValue eq "resolved");
>>
>>  I use this for all the notifications I want to send out and just
>> make
>> the "New-Value" specific to what I want. Hope this helps.
> 
> Thank you, now I'm getting somewhere.  Amusingly, what I get now is TWO 
> replies to the requestor.  I've selected the boring ol' "your request is 
> resolved..." template, and I haven't altered it yet to include final comments 
> etc., but the requestor now gets two copies of the Resolve template.  Also, 
> my exception list seems to be working, and even if the user keeps "reply to 
> requestor" selected on the resolve screen, a message does not go out to the 
> excepted.
> 
> I'm using this as a global scrip:
> 
> 
> my @exceptionList = ('ro...@sys1.org',
>  'andr...@dontbugme.net');
> 
> my $trans = $self->TransactionObj;
> my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
> 
> if ($trans->Type eq "Status" && $trans->NewValue eq "resolved")
>  {
>   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>   return 1;
>  }
> return;
> 
> 
> 
> 
> 
>>
>> Kenn
>> LBNL
>>
>> On 12/17/2008 12:41 PM, Robert Munsch wrote:
>>> I can’t seem to get a reply sent out to requestors when a ticket is
>>> Resolved.  The dropdown defaults to Comment, yes, but even when I choose
>>> Reply To , Requestor doesn’t get it.  Others do: Admincc,
>>> frex, gets notified when I choose ‘requestors and Adminccs,” but
>>> Requestor doesn’t.
>>>
>>>
>>>
>>> I tried scrip’ing it two different ways, but there doesn’t seem to be a
>>> transaction type of ‘resolve’ and checking for ticket status didn’t seem
>>> to work, since at the time it’s checked, it isn’t resolved yet.
>>>
>>>
>>>
>>> I need to scrip it, because I have an exception list of automated
>>> systems that should never get any messages of any kind.  For ticket
>>> creation, I’m using
>>>
>>> http://wiki.bestpractical.com/view/OnCreateAutoReplyException
>>>
>>> and tried modifying that to make a OnResolve scrip: but that’s when I
>>> ran into the dual edge of no-resolve-transaction / not-resolved-status.
>>>
>>>
>>>
>>> Any ideas?
>>>
>>>
>>>
>>> 
>>>
>>> Rob Munsch
>>>
>>> IT Administrator
>>>
>>> http://www.Philly**Car**Share.org 
>>>
>>> **Our** wheels.  **Your** freedom.
>>>
>>> 215-730-0988 x131
>>>
>>>
>>>
>>>
>>> 
>>>
>>> ___
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>>>
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>>> Commercial support: sa...@bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
> 

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Re: [rt-users] No reply to requestors on resolve, even if chosen

[Robert Munsch]

>   Try using this for you "User-defined" condition.
> 
> my $trans = $self->TransactionObj;
> 
> return ($trans->Type eq "Status" &&
>  $trans->NewValue eq "resolved");
> 
>   I use this for all the notifications I want to send out and just
> make
> the "New-Value" specific to what I want. Hope this helps.

Thank you, now I'm getting somewhere.  Amusingly, what I get now is TWO replies 
to the requestor.  I've selected the boring ol' "your request is resolved..." 
template, and I haven't altered it yet to include final comments etc., but the 
requestor now gets two copies of the Resolve template.  Also, my exception list 
seems to be working, and even if the user keeps "reply to requestor" selected 
on the resolve screen, a message does not go out to the excepted.

I'm using this as a global scrip:


my @exceptionList = ('ro...@sys1.org',
 'andr...@dontbugme.net');

my $trans = $self->TransactionObj;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($trans->Type eq "Status" && $trans->NewValue eq "resolved")
 {
  return if grep { $ticketRequestor eq lc($_) } @exceptionList;
  return 1;
 }
return;





> 
> 
> Kenn
> LBNL
> 
> On 12/17/2008 12:41 PM, Robert Munsch wrote:
> > I can’t seem to get a reply sent out to requestors when a ticket is
> > Resolved.  The dropdown defaults to Comment, yes, but even when I choose
> > Reply To , Requestor doesn’t get it.  Others do: Admincc,
> > frex, gets notified when I choose ‘requestors and Adminccs,” but
> > Requestor doesn’t.
> >
> >
> >
> > I tried scrip’ing it two different ways, but there doesn’t seem to be a
> > transaction type of ‘resolve’ and checking for ticket status didn’t seem
> > to work, since at the time it’s checked, it isn’t resolved yet.
> >
> >
> >
> > I need to scrip it, because I have an exception list of automated
> > systems that should never get any messages of any kind.  For ticket
> > creation, I’m using
> >
> > http://wiki.bestpractical.com/view/OnCreateAutoReplyException
> >
> > and tried modifying that to make a OnResolve scrip: but that’s when I
> > ran into the dual edge of no-resolve-transaction / not-resolved-status.
> >
> >
> >
> > Any ideas?
> >
> >
> >
> > 
> >
> > Rob Munsch
> >
> > IT Administrator
> >
> > http://www.Philly**Car**Share.org 
> >
> > **Our** wheels.  **Your** freedom.
> >
> > 215-730-0988 x131
> >
> >
> >
> >
> > 
> >
> > ___
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> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sa...@bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com

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Re: [rt-users] RT3.8.1-Custom Login Requires Code Changes?

[Edward Bryan]

Mike Peachey wrote:
> Edward Bryan wrote:
>> I've been tasked with finding a way to login to our RT system by 
>> validating our cookies against a local database and then submitting a 
>> valid user name as a login token to RT. The object is to write a 
>> single sign on plugin that validates against a secure database for a 
>> large number of diverse applications.
>>
>> RT has facilities to query LDAP and DBI databases with ExternalAuth 
>> and it also has the ability to read a cookie and validate it against 
>> a database of users and user IDs with CookieAuth but it doesn't seem 
>> to have a method for allowing me do to my own user validation and 
>> then simply submitting a user name as a valid login token. RT retains 
>> the power of the query for user validation. (Correct?)
>>
>> I think in order to do this I will need to do some major Mason-ary 
>> work and before I propose a project of that size to my customer, I 
>> wanted to get confirmation that this is the only way to get RT to 
>> follow our local login model.
>
>
> TBH CookieAuth is a fantastic example of how to "build your own" and 
> although it's not *totally* clear what you're looking for I don't 
> think you'd have to veer far from it.
>
> The whole validation path is quite simple.. you put in an Auth 
> callback that runs whatever code you want it to when a user first 
> vists and you can call any other methods you want at the same time, 
> and all you need to have a logged in user is to put a user in the 
> $session variable.
>
> If you want to do your own changes to validation of an actual 
> password, you just gotta override isPassword in the USer object using 
> a User_Vendor.pm or User_Local.pm.
>
> I can advise better if you can clarify a little what your intended 
> result is.
> -- 
> Kind Regards,
>
> __
>
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __
>
Thanks for the quick reply. I'm sorry I wasn't more clear in my original 
post.

We have an single-sign-on application that validates all our users with 
their first login to any application we run. Then, as they move from one 
app to another, they are transparently validated by the SSO module at 
every login. We just added RT and I've been asked to write the SSO 
module that will allow already-validated-on-our-system users to step 
around the RT login page and go straight to the RT "at a glance" page.

What I thought I understood from ExternalAuth and CookieAuth and the 
many posts around implementing them, is that users go to the RT login 
page and enter their names and passwords but that RT uses ~Auth 
callbacks to query a remote database, either LDAP or another DBI type, 
that then validates RT users. I've been asked to spare our users the 
trouble of typing in a name and password if possible.

The closest answer I found was an "autologin" post from 2003 in which 
the response was that it couldn't be done without sending the password 
in clear text as part of the url.

So I think the answer to my question is that I need to modify the source 
code around logging. Then again, I'm not the expert here.

Thanks for your help.








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Re: [rt-users] Autocreated users and ldap auth

[Robert Munsch]

 

Subject: Re: [rt-users] Autocreated users and ldap auth

 

> I’m using Authen::ExternalAuth and it seems to be working.  If a user logs in 
> to RT using Active Directory credentials, they get in and get autocreated.  

> 

> However, if before RT login, they submit a ticket, they cannot log in: rt 
> complains that the email address is already in use (AD lookup finds the email 
> they submitted from) and says it’s in use.  I think I’ve misunderstood: I 
> thought RT would treat identical info as one account, and LDAP lookup would 
> take precedence.  How can I merge them so ldap lookup is always used, whether 
> they submitted a ticket or not..?

> 

> I’m not sure I’m asking this clearly.  Should I be turning off the 
> create-on-ticket-submit functionality to achieve this?

 

I just ran into this myself when setting up our LDAP authentication.  Our 
problem was that the LDAP server did not actually have the email address 
stored, so the username created in RT was the email address.  I had to go in 
and manually change the usernames of all the accounts with email addresses in 
the username field.

 

What’s the value of ‘attr_match_list’ and ‘attr_map’ in your RT_SiteConfig.pm 
file?

 

Haven’t altered them from initial values, since it seemed to work at first…

 

# The list of RT attributes that uniquely identify a user

 'attr_match_list'  => ['Name',

'EmailAddress',

   ],

 # The mapping of RT attributes on to LDAP attributes

  'attr_map' =>  {   'Name' => 'sAMAccountName',

   'EmailAddress' => 'mail',

   'Organization' => 
'physicalDeliveryOfficeName',

   'RealName' => 'cn',

'ExternalAuthId' => 
'sAMAccountName',

'Gecos' => 'sAMAccountName',

'WorkPhone' => 
'telephoneNumber',

'Address1' => 
'streetAddress',

'City' => 'l',

'State' => 'st',

'Zip' => 'postalCode',

'Country' => 'co'

 

Our AD has email values defined.  A ticket submitter gets created with account 
name “n...@address,” which of course also becomes that autocreated users’ email 
address.  The user then tries to log in, is checked on AD, their email address 
is the same, and it tells me “already a user with that email address.”  I want 
to tell it “yes, same person, if credentials match let them in!”

 

Thanks,

 

---

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x131

BEGIN:VCARD
VERSION:2.1
N:Munsch;Robert
FN:Robert Munsch
EMAIL;PREF;INTERNET:mun...@phillycarshare.org
REV:20080605T213203Z
END:VCARD
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Re: [rt-users] Upgrade 3.6 -> 3.8; database corruption? (was: something wacky with users)

[kem cho]

Hi,
I upgraded my RT from version 3.2.2 to 3.8.1 and noticed the same issue (I see 
candidate owners who shouldn't be in the Owner drop-down menu).
I am not sure what is causing this, but I do not have this problem in RT 3.2.2
I did this on opensuse 11; mysql 5; perl 5.10; apache 2
 
My next step is to apply one update at a time and see if the data corrouption 
happens. 
 
Thanks



--- On Tue, 12/16/08, Kevin Murphy  wrote:

From: Kevin Murphy 
Subject: Re: [rt-users] Upgrade 3.6 -> 3.8; database corruption? (was: 
something wacky with users)
To: rt-users@lists.bestpractical.com
Date: Tuesday, December 16, 2008, 3:04 PM

Kevin Murphy wrote:
> I just upgraded from RT 3.6.6 to 3.8.1 on Mac OS X Server 10.4.11, using 
> PostgreSQL 8.3.5.
> Creating a ticket, I see a couple candidate owners who shouldn't be in

> the Owner drop-down menu, even including a non-privileged user.
>   

Yikes!  I repeated the upgrade from scratch with a fresh restore of the 
pre-upgrade database, with identical results.  Is it possible that the 
database upgrade scripts corrupted something?

Prior to the upgrade, I did a pg_dumpall, and I used that dump to 
rebuild the database.

I then followed the upgrade instructions.  These database updates were 
applied:

* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
* 3.8.1

-Kevin Murphy

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[rt-users] 3.8.1 - New upgrade slow on 'New Search click

[kem cho]

Stuart,
I am experiencing exactly same issue that you are seeing with your upgrade. 
Difference is that I went from version 3.2.2 to 3.8.1. Followed directions from 
README and UPGRADING. 
My new server is running suse 11; mysql 5.0.51; perl 5.10
 
I am not sure if there is any solution on this issue?
 
Are you still exeriencing the same problem?
 
Thanks
 
 


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[rt-users] RT::Authen::ExternalAuth problem with AD....

[Gary Greene]

I've gotten the extension installed, and have modified my RT_SiteConfig.pm 
correctly (or as best as I can figure based off the example configuration), 
however, I cannot login with my personal AD credentials. The info I'm getting 
from logging follows:

[Thu Dec 18 01:32:57 2008] [warning]: Transaction->Create couldn't, as you 
didn't specify an object type and id 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1439)
[Thu Dec 18 01:32:57 2008] [error]: Couldn't get principal for not loaded 
object (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm:1113)

Anyone else ran into this? If so, can you point me in the right direction to 
getting this fixed? Thanks.
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Re: [rt-users] No reply to requestors on resolve, even if chosen

[Kenneth Crocker]

Robert,

Try using this for you "User-defined" condition.

my $trans = $self->TransactionObj;

return ($trans->Type eq "Status" &&
 $trans->NewValue eq "resolved");

I use this for all the notifications I want to send out and just make 
the "New-Value" specific to what I want. Hope this helps.


Kenn
LBNL

On 12/17/2008 12:41 PM, Robert Munsch wrote:
> I can’t seem to get a reply sent out to requestors when a ticket is 
> Resolved.  The dropdown defaults to Comment, yes, but even when I choose 
> Reply To , Requestor doesn’t get it.  Others do: Admincc, 
> frex, gets notified when I choose ‘requestors and Adminccs,” but 
> Requestor doesn’t.
> 
>  
> 
> I tried scrip’ing it two different ways, but there doesn’t seem to be a 
> transaction type of ‘resolve’ and checking for ticket status didn’t seem 
> to work, since at the time it’s checked, it isn’t resolved yet.
> 
>  
> 
> I need to scrip it, because I have an exception list of automated 
> systems that should never get any messages of any kind.  For ticket 
> creation, I’m using
> 
> http://wiki.bestpractical.com/view/OnCreateAutoReplyException
> 
> and tried modifying that to make a OnResolve scrip: but that’s when I 
> ran into the dual edge of no-resolve-transaction / not-resolved-status.
> 
>  
> 
> Any ideas?
> 
>  
> 
> 
> 
> Rob Munsch
> 
> IT Administrator
> 
> http://www.Philly**Car**Share.org 
> 
> **Our** wheels.  **Your** freedom.
> 
> 215-730-0988 x131
> 
>  
> 
> 
> 
> 
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> 
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Re: [rt-users] RT permission question

[Kenneth Crocker]

Stephen,


HA! I finally figured it out. I moved the code that forced the owner to 
"Nobody" from "PREP" to "Clean-up". That did it. Since only the Owner 
could modify the ticket, I was undoing that with the prep code. Talk 
about shooting yourself in the foot. Thanks for the help.


Kenn
LBNL

On 12/17/2008 3:12 PM, Kenneth Crocker wrote:
> Stephen,
> 
> 
>   Here's another interesting test result; I had this same user create a 
> ticket in MY queue, which allows any privileged user the "SeeQueue" and 
> "CreateTicket" rights. Then I had this person create a ticket in his own 
> queue, make himself owner and then try to move it to my queue, No joy.?
> 
> Kenn
> LBNL
> 
> On 12/17/2008 12:27 PM, Stephen Turner wrote:
>> On Wed, 17 Dec 2008 15:22:24 -0500, Kenneth Crocker  
>> wrote:
>>
>>> Stephen,
>>>
>>>
>>> I tried the following tests:
>>>
>>> 1) added rights to the first group for target queue. No Joy.
>>> 2) tried to have owner move ticket to a queue that allowed any
>>> privileged user to "CreateTicket". Also no joy.
>>> I'm dumbfounded. He IS a privileged user or I wouldn't be able to 
>>> have
>>> him in a group. Of course, I checked anyway.
>>>
>>>
>>> Kenn
>>> LBNL
>>>
>> Kenn,
>>
>> Does your user have ModifyTicket on the "from" queue?
>>
>> One way to really get to the bottom of this is a Perl script that 
>> (logged on as your user) uses the API to read the ticket and attempts to 
>> change the queue. Stepping through the code using the debugger should 
>> show you exactly where the "permission denied" is happening and should 
>> help you figure out why.
>>
>> Steve
>>
> 
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Re: [rt-users] Autocreated users and ldap auth

[Joe Hartley]

> I'm using Authen::ExternalAuth and it seems to be working.  If a user
logs in to RT using Active Directory credentials, they get in and get
autocreated.  

> 

> However, if before RT login, they submit a ticket, they cannot log in:
rt complains that the email address is already in use (AD lookup finds
the email they submitted from) and says it's in use.  I think I've
misunderstood: I thought RT would treat identical info as one account,
and LDAP lookup would take precedence.  How can I merge them so ldap
lookup is always used, whether they submitted a ticket or not..?

> 

> I'm not sure I'm asking this clearly.  Should I be turning off the
create-on-ticket-submit functionality to achieve this?

 

I just ran into this myself when setting up our LDAP authentication.
Our problem was that the LDAP server did not actually have the email
address stored, so the username created in RT was the email address.  I
had to go in and manually change the usernames of all the accounts with
email addresses in the username field.

 

What's the value of 'attr_match_list' and 'attr_map' in your
RT_SiteConfig.pm file?

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[rt-users] Autocreated users and ldap auth

[Robert Munsch]

I'm using Authen::ExternalAuth and it seems to be working.  If a user
logs in to RT using Active Directory credentials, they get in and get
autocreated.  

 

However, if before RT login, they submit a ticket, they cannot log in:
rt complains that the email address is already in use (AD lookup finds
the email they submitted from) and says it's in use.  I think I've
misunderstood: I thought RT would treat identical info as one account,
and LDAP lookup would take precedence.  How can I merge them so ldap
lookup is always used, whether they submitted a ticket or not..?

 

I'm not sure I'm asking this clearly.  Should I be turning off the
create-on-ticket-submit functionality to achieve this?

 



Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x131

 

BEGIN:VCARD
VERSION:2.1
N:Munsch;Robert
FN:Robert Munsch
EMAIL;PREF;INTERNET:mun...@phillycarshare.org
REV:20080605T213203Z
END:VCARD
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[rt-users] custom statuses for specific queue

[charlyc...@yahoo.com.ar]

Hi,

I need to add new custom statuses for a specific queue, anybody knows if it is 
possible? If so, how to do it?

Thanks,

Charly



  

¡Buscá desde tu celular!

Yahoo! oneSEARCH ahora está en Claro

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Re: [rt-users] RT3.8.1-Custom Login Requires Code Changes?

[Mike Peachey]

Edward Bryan wrote:
> I've been tasked with finding a way to login to our RT system by 
> validating our cookies against a local database and then submitting a 
> valid user name as a login token to RT. The object is to write a single 
> sign on plugin that validates against a secure database for a large 
> number of diverse applications.
> 
> RT has facilities to query LDAP and DBI databases with ExternalAuth and 
> it also has the ability to read a cookie and validate it against a 
> database of users and user IDs with CookieAuth but it doesn't seem to 
> have a method for allowing me do to my own user validation and then 
> simply submitting a user name as a valid login token. RT retains the 
> power of the query for user validation. (Correct?)
> 
> I think in order to do this I will need to do some major Mason-ary work 
> and before I propose a project of that size to my customer, I wanted to 
> get confirmation that this is the only way to get RT to follow our local 
> login model.


TBH CookieAuth is a fantastic example of how to "build your own" and 
although it's not *totally* clear what you're looking for I don't think 
you'd have to veer far from it.

The whole validation path is quite simple.. you put in an Auth callback 
that runs whatever code you want it to when a user first vists and you 
can call any other methods you want at the same time, and all you need 
to have a logged in user is to put a user in the $session variable.

If you want to do your own changes to validation of an actual password, 
you just gotta override isPassword in the USer object using a 
User_Vendor.pm or User_Local.pm.

I can advise better if you can clarify a little what your intended 
result is.
--
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] Latin Characters

[Eliezer E Chávez]

Uh

But i defined the variables in the env
and used

PassEnv ORACLE_HOME
PassEnv LD_LIBRARY_PATH
PassEnv NLS_LANG
PassEnv TNS_ADMIN

in httpd.conf

On Thu, Dec 18, 2008 at 4:58 AM, Emmanuel Lacour wrote:

> On Thu, Dec 18, 2008 at 09:03:30AM +0100, Joop wrote:
> > Hello Eliezer,
> >
> > >> I installed RT as a solution to remove Remedy's AR in my company, but
> i'm
> > >> having some troubles displaying spanish accented characters like á é í
> ó ú
> > >> or ñ, so, if anybody has any ideas, will be very appreciated
> > >>
> > > Do you have something like "AddDefaultCharset UTF-8" in your apache
> > > configuration?
> > >
> >
> > I'm running RT also with Oracle as a backend and I modified my
> > /etc/init.d/apache2. The first couple of lines read as follows:
> > ==
> > #!/bin/sh -e
> > #
> > # apache2This init.d script is used to start apache2.
> > #It basically just calls apache2ctl.
> >
> > ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin
> > NLS_LANG=AMERICAN_AMERICA.UTF8"
> >  ==
> >
>
> Shouldn't be needed as this is explicitely defined in RT
> (lib/RT/Handle.pm):
>
> sub Connect {
>my $self = shift;
>
>my $db_type = RT->Config->Get('DatabaseType');
>if ( $db_type eq 'Oracle' ) {
>$ENV{'NLS_LANG'} = "AMERICAN_AMERICA.AL32UTF8";
>$ENV{'NLS_NCHAR'} = "AL32UTF8";
>}
>
>
>
> The AddDefaultCharset in apache config is not for database connection, but
> for
> http headers.
>
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-- 
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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Re: [rt-users] Latin Characters

[Eliezer E Chávez]

Thanks Joop

Worked like a champ!

Regards!

On Thu, Dec 18, 2008 at 3:33 AM, Joop  wrote:

> Hello Eliezer,
>
> >> I installed RT as a solution to remove Remedy's AR in my company, but
> i'm
> >> having some troubles displaying spanish accented characters like á é í ó
> ú
> >> or ñ, so, if anybody has any ideas, will be very appreciated
> >>
> > Do you have something like "AddDefaultCharset UTF-8" in your apache
> > configuration?
> >
>
> I'm running RT also with Oracle as a backend and I modified my
> /etc/init.d/apache2. The first couple of lines read as follows:
> ==
> #!/bin/sh -e
> #
> # apache2This init.d script is used to start apache2.
> #It basically just calls apache2ctl.
>
> ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin
> NLS_LANG=AMERICAN_AMERICA.UTF8"
>  ==
>
> Notice the NLS_LANG at the end. That solved my problems with accented
> characters in the database.
> Specifying it in httpd.conf might work. I never have tried it. If you
> don't specify NLS_LANG in you environment the OCI (DBD::Oracle) will
> fallback to the OS default which for most of us will be LANG=C which
> doesn't know about accented characters. Correct me if I'm wrong.
>
> Regards,
>
> Joop
>
>
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-- 
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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[rt-users] RT3.8.1-Custom Login Requires Code Changes?

[Edward Bryan]

I've been tasked with finding a way to login to our RT system by 
validating our cookies against a local database and then submitting a 
valid user name as a login token to RT. The object is to write a single 
sign on plugin that validates against a secure database for a large 
number of diverse applications.

RT has facilities to query LDAP and DBI databases with ExternalAuth and 
it also has the ability to read a cookie and validate it against a 
database of users and user IDs with CookieAuth but it doesn't seem to 
have a method for allowing me do to my own user validation and then 
simply submitting a user name as a valid login token. RT retains the 
power of the query for user validation. (Correct?)

I think in order to do this I will need to do some major Mason-ary work 
and before I propose a project of that size to my customer, I wanted to 
get confirmation that this is the only way to get RT to follow our local 
login model.

Thanks in advance,

Edward Bryan
Oregon State University
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Re: [rt-users] text box text forced to bottom?

[Carolyn Fairman]

Thanks!  This works to move the signature to the top of the box, which  
is good.   I added an extra \n\n to the top of the signature so people  
see they have space to write.

However when I hit return after typing 'Hi,' to start the email, the  
cursor leaps to the bottom of the text box.  Any idea on how to deal  
with that?  Happens in Safafi and Firefox.

Carolyn


On Dec 17, 2008, at 2:12 PM, Travis Brooks wrote:

> The way we did this in 3.6 (though, ironically, I don't really like
> top-posting...)  was to create a
>
> local/html/Elements/MessageBox
>
> that differed from the original via the following patch.   (I believe
> this took care of the cursor too, if it doesn't, let me know and I'll
> look up how we did that.)
>
> Best,
> Travis
>
> --- share/html/Elements/MessageBox  2006-06-19  
> 15:44:04.0 -0700
> +++ local/html/Elements/MessageBox  2007-07-27  
> 17:29:55.0 -0700
> @@ -43,8 +43,7 @@
> %# those contributions and any derivatives thereof.
> %#
> %# END BPS TAGGED BLOCK }}}
> - wrap="<%$Wrap%>" name="<%$Name%>"><& /Elements/Callback, %ARGS &><%  
> $Default %><%$message%><%$IncludeSignature ? $signature : ''%> textarea>
> -<%INIT>
> + wrap="<%$Wrap%>" name="<%$Name%>"><& /Elements/Callback, %ARGS &><% 
> $Default %><%$IncludeSignature ? $signature : ''%><%$message%> textarea> <%INIT>
>
> my $message = '';
>
> @@ -56,7 +55,7 @@
>
> my $signature = '';
> if ($IncludeSignature && $session{'CurrentUser'}->UserObj- 
> >Signature) {
> -   $signature = "-- \n".$session{'CurrentUser'}->UserObj- 
> >Signature;
> +   $signature = "-- \n".$session{'CurrentUser'}->UserObj- 
> >Signature."\n\n";
> }
>
> 
>
>
> On Wed, 2008-12-17 at 13:57 -0800, Carolyn Fairman wrote:
>> Hi,
>>
>> Is there something simple I can set that permits
>>
>> 1. Text entered in a Reply or Comment to be inserted at the top of  
>> the
>> text box (above any quoted text)?
>>
>> 2. RTFM articles inserted at the top of the text box, again to be
>> above any quoted text?
>>
>> Is there a simple config option in RT I'm missing?  Something I can
>> set in RT_SiteConfig.om?
>>
>> Please help!  Users don't like the current set up where the cursor is
>> forced to the bottom of the text box.  I went through RT_Config.pm  
>> and
>> didn't see a flag for 'insert at top' or 'insert at bottom'
>>
>> Carolyn
>>
>>
>>
>>
>> On Dec 5, 2008, at 11:23 AM, Carolyn Fairman wrote:
>>
>>> When users click Reply and then start to type their response in the
>>> text box, the text gets forced to the bottom of the box.
>>>
>>> Is there a setting I missed to permit typing to go at the top of the
>>> box if that's where the cursor is?
>>>
>>> It also jumps to a wide line spacing but we can live with that.
>>>
>>> Carolyn
>>>
>>>
>>>
>>>
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>>
>>
>>
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Re: [rt-users] RT380: Adding custom Status

[Alberto Villanueva]

I am according of Drew. I have forgotten to say it. Sorry :(

Furthermore, Drew's advice appears in the wiki many times.

Once I had to do it in the RT_Config.pm file because the server was changed
completely :( :(

Regards,

 ALBERTO VILLANUEVA VAL 

Consultor



 Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es

 

-Mensaje original-
De: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] 
Enviado el: jueves, 18 de diciembre de 2008 17:35
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] RT380: Adding custom Status

It is very bad practice to modify RT_Config rather than RT_SiteConfig 
since upgrades will overwrite RT_Config. ALL changes that are 
site-specific should go in RT_SiteConfig.

To answer the question asked, I have a script that I run whenever I make 
changes to my RT:
service httpd stop
rm -rf /usr/local/rt3/var/mason_data/*
service httpd start


Alberto Villanueva wrote:
>
> I would try to write the same in the "RT_Config.pm" file, and you 
> should remove these lines of the "RT_SiteConfig.pm" file.
>
> And. restart apache
>
> Good luck!!
>
> Regards,
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
> size=2 width="100%" align=center>
>
> *De:* O'Leary, Paul [mailto:paul_ole...@breconridge.com]
> *Enviado el:* jueves, 18 de diciembre de 2008 17:19
> *Para:* Alberto Villanueva
> *CC:* rt-users@lists.bestpractical.com
> *Asunto:* RE: [rt-users] RT380: Adding custom Status
>
> I have done the same, putting the following into my RT_SiteConfig.pm file
>
> # Add the custom status for Complete to config
>
> Set(@ActiveStatus, qw(new assesing assessed open stalled complete));
>
> Set(@InactiveStatus, qw(resolved rejected deleted));
>
> Did an httpd restart which restarted apache ok. But I still cannot see 
> the complete status on any of the pages?
>
> Is there anything in the RT cache that may need to be cleared out? 
> Mason_data?
>
> Cheers
>
> Paul
>
> 
>
> *From:* Alberto Villanueva [mailto:alberto.villanu...@altran.es]
> *Sent:* Thursday, December 18, 2008 11:14 AM
> *To:* O'Leary, Paul
> *Subject:* RE: [rt-users] RT380: Adding custom Status
>
> I have resolved the same problem to writing the "RT_SiteConfig.pm" 
> file, and restarting apache.
>
> Set(@ActiveStatus, qw(new open stalled  spaces as the others>));
>
> Set(@InactiveStatus, qw(resolved rejected deleted));
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
>
> *De:* O'Leary, Paul [mailto:paul_ole...@breconridge.com]
> *Enviado el:* jueves, 18 de diciembre de 2008 17:05
> *Para:* Alberto Villanueva; rt-users@lists.bestpractical.com
> *CC:* polea...@gmail.com
> *Asunto:* RE: [rt-users] RT380: Adding custom Status
>
> Thanks, I had seen this before and used to initially to test my 
> status. I am adding a "Complete" status to my tickets in addition to 
> resolved. It does indeed add the status to the list of statuses in the 
> drop down menu, but it does not show the "Complete" link in pages that 
> show Open, Resolve, etc. For example the RT at a Glance Quick Search 
> shows only New Open and Stalled, it does not have my Complete column. 
> Also the main ticket display page show Open, Comment, Reply and 
> Resolve as links at the top of the ticket. I would like to have my 
> Complete show there as well. I assume this is where all the local html 
> files come into play to override the defaults. I am looking for a list 
> of files I guess that need to be editing to add the functionality I 
> describe. Sorry if I wasn't clear on what I was looking for.
>
> In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of 
> stuff in it, but that doesn't exist on 380 under RTHOME/share/html as 
> it does in 363. There also appears to be several pages under the 
> Elements directory that have changed.
>
> Is there a list that shows which files would need to be edited? Or a 
> procedure to follow to add this functionality?
>
> Again, many thanks.
>
> 
>
> *From:* Alberto Villanueva [mailto:alberto.villanu...@altran.es]
> *Sent:* Thursday, December 18, 2008 10:51 AM
> *To:* O'Leary, Paul; rt-users@lists.bestpractical.com
> *Cc:* polea...@gmail.com
> *Subject:* RE: [rt-users] RT380: Adding cust

Re: [rt-users] Upgrade 3.6 -> 3.8; database corruption?

[Kevin Murphy]

Hi Ruslan,

I don't know if you saw the end of my previous message in this thread, 
so here it is again (rt-validator 3.8.2rc1 output).   There are many 
CachedGroupMembers problems.  Should I attempt to allow rt-validator to 
fix them (if it can?)  See also the seemingly unrelated SQL error.


As mentioned previously, my RT database works fine with RT 3.6.X but 
produces the weird rights errors with 3.8.X.  This database has been in 
use since 2003.  There have been many RT and PostgreSQL upgrades since 
then, but there has never been a database problem, to my knowledge.


I ran the rt-validator from 3.8.2rc1 on my 3.6.7 database, and this is 
what I got:


*Name "RT::DatabaseType" used only once: possible typo at 
sbin/rt-validator line 133.


Record #15423 in CachedGroupMembers references not existent record in
CachedGroupMembers
   ImmediateParentId => '6585' => GroupId
   MemberId => '6329' => MemberId
   Via => '15420' => id*

[... and 109 more like the previous ...]
 
*Principal #22 is member of #6585 when #6585 is member of #6166,

but there is no cached GM record that 22 is member of #6166.
*
[... and 219 more like the previous ...]

*[Wed Dec 17 15:59:28 2008] [warning]: DBD::Pg::st execute failed:
ERROR:  syntax error at or near "WHERE"
LINE 4: WHERE
   ^ at sbin/rt-validator line 1060. (sbin/rt-validator:1060)
[Wed Dec 17 15:59:28 2008] [crit]: couldn't execute SELECT m.id, g.id,
g.Instance
FROM
   Groups g JOIN Attachments m
WHERE
   g.Domain = ?
   AND g.Type = ?
   AND g.id = m.Creator

   Error: ERROR:  syntax error at or near "WHERE"
LINE 4: WHERE
   ^ at sbin/rt-validator line 1060.
(/usr/local/src/rt-3.8.2rc1/sbin/../lib/RT.pm:377)
couldn't execute SELECT m.id, g.id, g.Instance
FROM
   Groups g JOIN Attachments m
WHERE
   g.Domain = ?
   AND g.Type = ?
   AND g.id = m.Creator

   Error: ERROR:  syntax error at or near "WHERE"
LINE 4: WHERE
   ^ at sbin/rt-validator line 1060.*



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Re: [rt-users] RT380: Adding custom Status

[Drew Barnes]

It is very bad practice to modify RT_Config rather than RT_SiteConfig 
since upgrades will overwrite RT_Config. ALL changes that are 
site-specific should go in RT_SiteConfig.

To answer the question asked, I have a script that I run whenever I make 
changes to my RT:
service httpd stop
rm -rf /usr/local/rt3/var/mason_data/*
service httpd start


Alberto Villanueva wrote:
>
> I would try to write the same in the “RT_Config.pm” file, and you 
> should remove these lines of the “RT_SiteConfig.pm” file.
>
> And… restart apache
>
> Good luck!!
>
> Regards,
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
> size=2 width="100%" align=center>
>
> *De:* O'Leary, Paul [mailto:paul_ole...@breconridge.com]
> *Enviado el:* jueves, 18 de diciembre de 2008 17:19
> *Para:* Alberto Villanueva
> *CC:* rt-users@lists.bestpractical.com
> *Asunto:* RE: [rt-users] RT380: Adding custom Status
>
> I have done the same, putting the following into my RT_SiteConfig.pm file
>
> # Add the custom status for Complete to config
>
> Set(@ActiveStatus, qw(new assesing assessed open stalled complete));
>
> Set(@InactiveStatus, qw(resolved rejected deleted));
>
> Did an httpd restart which restarted apache ok. But I still cannot see 
> the complete status on any of the pages?
>
> Is there anything in the RT cache that may need to be cleared out? 
> Mason_data?
>
> Cheers
>
> Paul
>
> 
>
> *From:* Alberto Villanueva [mailto:alberto.villanu...@altran.es]
> *Sent:* Thursday, December 18, 2008 11:14 AM
> *To:* O'Leary, Paul
> *Subject:* RE: [rt-users] RT380: Adding custom Status
>
> I have resolved the same problem to writing the “RT_SiteConfig.pm” 
> file, and restarting apache.
>
> Set(@ActiveStatus, qw(new open stalled  spaces as the others>));
>
> Set(@InactiveStatus, qw(resolved rejected deleted));
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
>
> *De:* O'Leary, Paul [mailto:paul_ole...@breconridge.com]
> *Enviado el:* jueves, 18 de diciembre de 2008 17:05
> *Para:* Alberto Villanueva; rt-users@lists.bestpractical.com
> *CC:* polea...@gmail.com
> *Asunto:* RE: [rt-users] RT380: Adding custom Status
>
> Thanks, I had seen this before and used to initially to test my 
> status. I am adding a “Complete” status to my tickets in addition to 
> resolved. It does indeed add the status to the list of statuses in the 
> drop down menu, but it does not show the “Complete” link in pages that 
> show Open, Resolve, etc. For example the RT at a Glance Quick Search 
> shows only New Open and Stalled, it does not have my Complete column. 
> Also the main ticket display page show Open, Comment, Reply and 
> Resolve as links at the top of the ticket. I would like to have my 
> Complete show there as well. I assume this is where all the local html 
> files come into play to override the defaults. I am looking for a list 
> of files I guess that need to be editing to add the functionality I 
> describe. Sorry if I wasn’t clear on what I was looking for.
>
> In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of 
> stuff in it, but that doesn’t exist on 380 under RTHOME/share/html as 
> it does in 363. There also appears to be several pages under the 
> Elements directory that have changed.
>
> Is there a list that shows which files would need to be edited? Or a 
> procedure to follow to add this functionality?
>
> Again, many thanks.
>
> 
>
> *From:* Alberto Villanueva [mailto:alberto.villanu...@altran.es]
> *Sent:* Thursday, December 18, 2008 10:51 AM
> *To:* O'Leary, Paul; rt-users@lists.bestpractical.com
> *Cc:* polea...@gmail.com
> *Subject:* RE: [rt-users] RT380: Adding custom Status
>
> This will help you J
>
> http://wiki.bestpractical.com/view/CustomStatuses
>
> Regards,
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> "This email is confidential. Any unauthorized use or disclosure is
> strictly prohibited."
>
> "This email is confidential. Any unauthorized use or disclosure is
> strictly prohibited."
>
> "This email is confidential. Any unauthorized use or disclosure is
> strictly prohibited."
>
> -

Re: [rt-users] RT380: Adding custom Status

[Alberto Villanueva]

I would try to write the same in the "RT_Config.pm" file, and you should
remove these lines of the "RT_SiteConfig.pm" file.

 

And. restart apache

 

Good luck!!

 

Regards,
 

ALBERTO VILLANUEVA VAL 

Consultor



Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

  _  

size=2 width="100%" align=center> 

De: O'Leary, Paul [mailto:paul_ole...@breconridge.com] 
Enviado el: jueves, 18 de diciembre de 2008 17:19
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: RE: [rt-users] RT380: Adding custom Status

 

I have done the same, putting the following into my RT_SiteConfig.pm file

 

# Add the custom status for Complete to config

Set(@ActiveStatus, qw(new assesing assessed open stalled complete));

Set(@InactiveStatus, qw(resolved rejected deleted));

 

Did an httpd restart which restarted apache ok. But I still cannot see the
complete status on any of the pages?

 

Is there anything in the RT cache that may need to be cleared out?
Mason_data?

 

Cheers

 

Paul

 

  _  

From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] 
Sent: Thursday, December 18, 2008 11:14 AM
To: O'Leary, Paul
Subject: RE: [rt-users] RT380: Adding custom Status

 

I have resolved the same problem to writing the "RT_SiteConfig.pm" file, and
restarting apache.

 

Set(@ActiveStatus, qw(new open stalled ));

Set(@InactiveStatus, qw(resolved rejected deleted));

 

Regards,


 

ALBERTO VILLANUEVA VAL 

Consultor



Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

De: O'Leary, Paul [mailto:paul_ole...@breconridge.com] 
Enviado el: jueves, 18 de diciembre de 2008 17:05
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
CC: polea...@gmail.com
Asunto: RE: [rt-users] RT380: Adding custom Status

 

Thanks, I had seen this before and used to initially to test my status. I am
adding a "Complete" status to my tickets in addition to resolved. It does
indeed add the status to the list of statuses in the drop down menu, but it
does not show the "Complete" link in pages that show Open, Resolve, etc. For
example the RT at a Glance Quick Search shows only New Open and Stalled, it
does not have my Complete column. Also the main ticket display page show
Open, Comment, Reply and Resolve as links at the top of the ticket. I would
like to have my Complete show there as well. I assume this is where all the
local html files come into play to override the defaults. I am looking for a
list of files I guess that need to be editing to add the functionality I
describe. Sorry if I wasn't clear on what I was looking for.

 

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff
in it, but that doesn't exist on 380 under RTHOME/share/html as it does in
363. There also appears to be several pages under the Elements directory
that have changed.

 

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

 

Again, many thanks.

 

  _  

From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] 
Sent: Thursday, December 18, 2008 10:51 AM
To: O'Leary, Paul; rt-users@lists.bestpractical.com
Cc: polea...@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

 

This will help you :-)

 

http://wiki.bestpractical.com/view/CustomStatuses

 

Regards,
 

ALBERTO VILLANUEVA VAL 

Consultor



Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."


"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."


"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."


<>___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT380: Adding custom Status

[O'Leary, Paul]

I have done the same, putting the following into my RT_SiteConfig.pm
file

 

# Add the custom status for Complete to config

Set(@ActiveStatus, qw(new assesing assessed open stalled complete));

Set(@InactiveStatus, qw(resolved rejected deleted));

 

Did an httpd restart which restarted apache ok. But I still cannot see
the complete status on any of the pages?

 

Is there anything in the RT cache that may need to be cleared out?
Mason_data?

 

Cheers

 

Paul

 



From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] 
Sent: Thursday, December 18, 2008 11:14 AM
To: O'Leary, Paul
Subject: RE: [rt-users] RT380: Adding custom Status

 

I have resolved the same problem to writing the "RT_SiteConfig.pm" file,
and restarting apache.

 

Set(@ActiveStatus, qw(new open stalled ));

Set(@InactiveStatus, qw(resolved rejected deleted));

 

Regards,


 

ALBERTO VILLANUEVA VAL 

Consultor



 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es  

 

 

De: O'Leary, Paul [mailto:paul_ole...@breconridge.com] 
Enviado el: jueves, 18 de diciembre de 2008 17:05
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
CC: polea...@gmail.com
Asunto: RE: [rt-users] RT380: Adding custom Status

 

Thanks, I had seen this before and used to initially to test my status.
I am adding a "Complete" status to my tickets in addition to resolved.
It does indeed add the status to the list of statuses in the drop down
menu, but it does not show the "Complete" link in pages that show Open,
Resolve, etc. For example the RT at a Glance Quick Search shows only New
Open and Stalled, it does not have my Complete column. Also the main
ticket display page show Open, Comment, Reply and Resolve as links at
the top of the ticket. I would like to have my Complete show there as
well. I assume this is where all the local html files come into play to
override the defaults. I am looking for a list of files I guess that
need to be editing to add the functionality I describe. Sorry if I
wasn't clear on what I was looking for.

 

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of
stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it
does in 363. There also appears to be several pages under the Elements
directory that have changed.

 

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

 

Again, many thanks.

 



From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] 
Sent: Thursday, December 18, 2008 10:51 AM
To: O'Leary, Paul; rt-users@lists.bestpractical.com
Cc: polea...@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

 

This will help you :-)

 

http://wiki.bestpractical.com/view/CustomStatuses

 

Regards,
 

ALBERTO VILLANUEVA VAL 

Consultor





ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es  

 

 

"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."


"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."




"This email is confidential. Any unauthorized use or disclosure is
strictly prohibited."<>___
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Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT380: Adding custom Status

[O'Leary, Paul]

Thanks, I had seen this before and used to initially to test my status.
I am adding a "Complete" status to my tickets in addition to resolved.
It does indeed add the status to the list of statuses in the drop down
menu, but it does not show the "Complete" link in pages that show Open,
Resolve, etc. For example the RT at a Glance Quick Search shows only New
Open and Stalled, it does not have my Complete column. Also the main
ticket display page show Open, Comment, Reply and Resolve as links at
the top of the ticket. I would like to have my Complete show there as
well. I assume this is where all the local html files come into play to
override the defaults. I am looking for a list of files I guess that
need to be editing to add the functionality I describe. Sorry if I
wasn't clear on what I was looking for.

 

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of
stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it
does in 363. There also appears to be several pages under the Elements
directory that have changed.

 

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

 

Again, many thanks.

 



From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] 
Sent: Thursday, December 18, 2008 10:51 AM
To: O'Leary, Paul; rt-users@lists.bestpractical.com
Cc: polea...@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

 

This will help you :-)

 

http://wiki.bestpractical.com/view/CustomStatuses

 

Regards,
 

ALBERTO VILLANUEVA VAL 

Consultor



 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es  

 

 

"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."




"This email is confidential. Any unauthorized use or disclosure is
strictly prohibited."<>___
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Commercial support: sa...@bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT380: Adding custom Status

[Alberto Villanueva]

This will help you :-)

 

http://wiki.bestpractical.com/view/CustomStatuses

 

Regards,
 

ALBERTO VILLANUEVA VAL 

Consultor



Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

  _  

size=2 width="100%" align=center> 

De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de O'Leary, Paul
Enviado el: jueves, 18 de diciembre de 2008 16:46
Para: rt-users@lists.bestpractical.com
CC: polea...@gmail.com
Asunto: [rt-users] RT380: Adding custom Status

 

Hello,

I am moving from 363 to 380 and in the process need to add in a custom
Status that was previously created in out 363 environment. I was not the
person who implemented the 363 version, so I am not aware of the details for
the changes. I have seen that there are a few arrays that need to be update
in RT config files, as well as seeing many new version of files under
RT_HOME/local/html.

I was wondering if there is any documentation or links that guide you
through added a custom status entry. I just don't want to hack away at it,
and miss something if there is already docs available.

 

Cheers

 

Paul

"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."


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Re: [rt-users] No reply to requestors on resolve, even if chosen

[Robert Munsch]

Postfix actually, but I don't see how: autoreplies on create *are* going out as 
per my scrip, and like I said, AdminCCs go out correctly on resolve.  The 
Requestor just never gets a copy on resolve, even if I choose it from the 
dropdown, and there's no attempt to do so: RT apparently thinks it shouldn't.

 

I altered the built-in reply on resolve scrip.  Does it use this to send that 
reply?  By 'altered' I apparently mean 'broke.'

 



Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x131



From: Eliezer E Chávez [mailto:eliezer.cha...@gmail.com] 
Sent: Wednesday, December 17, 2008 6:38 PM
To: Robert Munsch
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] No reply to requestors on resolve, even if chosen

 

could be sendmail?

On Wed, Dec 17, 2008 at 4:11 PM, Robert Munsch  
wrote:

I can't seem to get a reply sent out to requestors when a ticket is Resolved.  
The dropdown defaults to Comment, yes, but even when I choose Reply To , Requestor doesn't get it.  Others do: Admincc, frex, gets notified when 
I choose 'requestors and Adminccs," but Requestor doesn't.

 

I tried scrip'ing it two different ways, but there doesn't seem to be a 
transaction type of 'resolve' and checking for ticket status didn't seem to 
work, since at the time it's checked, it isn't resolved yet.

 

I need to scrip it, because I have an exception list of automated systems that 
should never get any messages of any kind.  For ticket creation, I'm using

http://wiki.bestpractical.com/view/OnCreateAutoReplyException

and tried modifying that to make a OnResolve scrip: but that's when I ran into 
the dual edge of no-resolve-transaction / not-resolved-status.

 

Any ideas?

 



Rob Munsch

IT Administrator

http://www.PhillyCarShare.org  

Our wheels.  Your freedom.

215-730-0988 x131

 


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-- 
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez

BEGIN:VCARD
VERSION:2.1
N:Munsch;Robert
FN:Robert Munsch
EMAIL;PREF;INTERNET:mun...@phillycarshare.org
REV:20080605T213203Z
END:VCARD
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[rt-users] RT380: Adding custom Status

[O'Leary, Paul]

Hello,

I am moving from 363 to 380 and in the process need to add in a custom
Status that was previously created in out 363 environment. I was not the
person who implemented the 363 version, so I am not aware of the details
for the changes. I have seen that there are a few arrays that need to be
update in RT config files, as well as seeing many new version of files
under RT_HOME/local/html.

I was wondering if there is any documentation or links that guide you
through added a custom status entry. I just don't want to hack away at
it, and miss something if there is already docs available.

 

Cheers

 

Paul



"This email is confidential. Any unauthorized use or disclosure is
strictly prohibited."___
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Re: [rt-users] Attachment issue (not related to update or else)

[Fred Blaise]

Hello Ruslan,

Yes, that's what I just ended up doing. I transformed the longtext of
the Attachment.content to longblob, and attachments are working now :)

Thank you.
fred

Ruslan Zakirov wrote:
> On Thu, Dec 18, 2008 at 4:05 PM, Fred Blaise  wrote:
>   
>> Hi,
>>
>> I got a problematic attachment problem. Files attached are corrupted,
>> and picture files simple show a link to the picture, but no picture.
>> Sounds like deja-vu right?
>>
>> I run RT 3.6.7 on a gentoo system, mysql-5.0.54.
>>
>> The only things I can see in the logs that could indicate a problem
>> whatsoever is:
>> [Thu Dec 18 10:25:26 2008] [warning]: Encode::Guess failed: decoder is
>> undefined; fallback to iso-8859-1
>> (//var/www/localhost/rt-3.6.7/lib/RT/I18N.pm:436)
>> 
> This warning string is issued when an incoming message has a text part
> and this part has no information about encoding of the text. RT tries
> to guess as it has to convert it into UTF8. It has nothing to do with
> images or other binary attachments.
>
>   
>> The tables in the RT database were latin1 charset. I tried to alter all
>> tables to UTF8, but then, attachments do not even get into the database
>> anymore (only their reference so to speak, but no binary data).
>> 
>
> It was bad idea.
>
> Proper upgrade to 3.8 can fix this. You can use half-measure and
> convert Attachments.Content, ObjectCustomFieldValues.LargeContent and
> sessions.a_session to corresponding BLOBs (LONGTEXT to LONGBLOB, TEXT
> to BLOB and so on).
>
>   
>> My RT_config.pm shows:
>> @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless
>> (@EmailInputEncodings);
>> 
>
> Again, it's related to text parts only. When RT sees no information
> about encoding it uses these encodings to guess encoding of the email.
>
>   
>> I also tried to move around the utf-8 and iso-8859-1 values, but nothing
>> better.
>>
>> What else can I try to make them work? I saw quite some stuff about
>> updates on the DB when going to 3.8, but nothing that would concern me
>> apparently.
>>
>> Thanks for any pointers.
>> fred
>> 
>
>   

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Re: [rt-users] Attachment issue (not related to update or else)

[Ruslan Zakirov]

On Thu, Dec 18, 2008 at 4:05 PM, Fred Blaise  wrote:
> Hi,
>
> I got a problematic attachment problem. Files attached are corrupted,
> and picture files simple show a link to the picture, but no picture.
> Sounds like deja-vu right?
>
> I run RT 3.6.7 on a gentoo system, mysql-5.0.54.
>
> The only things I can see in the logs that could indicate a problem
> whatsoever is:
> [Thu Dec 18 10:25:26 2008] [warning]: Encode::Guess failed: decoder is
> undefined; fallback to iso-8859-1
> (//var/www/localhost/rt-3.6.7/lib/RT/I18N.pm:436)
This warning string is issued when an incoming message has a text part
and this part has no information about encoding of the text. RT tries
to guess as it has to convert it into UTF8. It has nothing to do with
images or other binary attachments.

>
> The tables in the RT database were latin1 charset. I tried to alter all
> tables to UTF8, but then, attachments do not even get into the database
> anymore (only their reference so to speak, but no binary data).

It was bad idea.

Proper upgrade to 3.8 can fix this. You can use half-measure and
convert Attachments.Content, ObjectCustomFieldValues.LargeContent and
sessions.a_session to corresponding BLOBs (LONGTEXT to LONGBLOB, TEXT
to BLOB and so on).

>
> My RT_config.pm shows:
> @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless
> (@EmailInputEncodings);

Again, it's related to text parts only. When RT sees no information
about encoding it uses these encodings to guess encoding of the email.

>
> I also tried to move around the utf-8 and iso-8859-1 values, but nothing
> better.
>
> What else can I try to make them work? I saw quite some stuff about
> updates on the DB when going to 3.8, but nothing that would concern me
> apparently.
>
> Thanks for any pointers.
> fred

-- 
Best regards, Ruslan.
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[rt-users] Attachment issue (not related to update or else)

[Fred Blaise]

Hi,

I got a problematic attachment problem. Files attached are corrupted,
and picture files simple show a link to the picture, but no picture.
Sounds like deja-vu right?

I run RT 3.6.7 on a gentoo system, mysql-5.0.54.

The only things I can see in the logs that could indicate a problem
whatsoever is:
[Thu Dec 18 10:25:26 2008] [warning]: Encode::Guess failed: decoder is
undefined; fallback to iso-8859-1
(//var/www/localhost/rt-3.6.7/lib/RT/I18N.pm:436)

The tables in the RT database were latin1 charset. I tried to alter all
tables to UTF8, but then, attachments do not even get into the database
anymore (only their reference so to speak, but no binary data).

My RT_config.pm shows:
@EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless
(@EmailInputEncodings);

I also tried to move around the utf-8 and iso-8859-1 values, but nothing
better.

What else can I try to make them work? I saw quite some stuff about
updates on the DB when going to 3.8, but nothing that would concern me
apparently.

Thanks for any pointers.
fred

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[rt-users] transactions from rt-crontool

[Николаев Александр]

Hi All,

When i use rt-crontool to perform some actions on ticket, it leaves some 
records about transactions in ticket. For example, if i set 
priority(i.e. use RT::Action::SetPriority in crontool) or something, 
i(and users) see something like

"Fri Dec 12 13:14:32 2008 root - Priority changed from '3' to '1'"

i.e. priority was set by root, not RT_System. Is it possible to make 
rt-crontool working as RT_System? How can i do it?

Thanks in advance :)

-- 
Regards, Alex Nikolaev
anikol...@ot.ru

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Re: [rt-users] Latin Characters

[Emmanuel Lacour]

On Thu, Dec 18, 2008 at 09:03:30AM +0100, Joop wrote:
> Hello Eliezer,
> 
> >> I installed RT as a solution to remove Remedy's AR in my company, but i'm
> >> having some troubles displaying spanish accented characters like á é í ó ú
> >> or ñ, so, if anybody has any ideas, will be very appreciated
> >> 
> > Do you have something like "AddDefaultCharset UTF-8" in your apache
> > configuration?
> >   
> 
> I'm running RT also with Oracle as a backend and I modified my 
> /etc/init.d/apache2. The first couple of lines read as follows:
> ==
> #!/bin/sh -e
> #
> # apache2This init.d script is used to start apache2.
> #It basically just calls apache2ctl.
> 
> ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin 
> NLS_LANG=AMERICAN_AMERICA.UTF8"
>  ==
> 

Shouldn't be needed as this is explicitely defined in RT
(lib/RT/Handle.pm):

sub Connect {
my $self = shift;

my $db_type = RT->Config->Get('DatabaseType');
if ( $db_type eq 'Oracle' ) {
$ENV{'NLS_LANG'} = "AMERICAN_AMERICA.AL32UTF8";
$ENV{'NLS_NCHAR'} = "AL32UTF8";
}



The AddDefaultCharset in apache config is not for database connection, but for
http headers.

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Re: [rt-users] Latin Characters

[Emmanuel Lacour]

On Wed, Dec 17, 2008 at 02:08:41PM -0430, Eliezer E Chávez wrote:
> The issue only happens with content that its stored in the database
> 
> SQL> select * from nls_database_parameters where
> parameter='NLS_CHARACTERSET';
> 
> PARAMETER  VALUE
> -- 
> NLS_CHARACTERSET   WE8ISO8859P1
> 


Should be enough for most spanish chars, but RT is supposed to be full
UTF-8, so I suggest you to dump/restore the database and do this before
import:

export NLS_LANG="AMERICAN_AMERICA.AL32UTF8"
export NLS_NCHAR="AL32UTF8"

Also, really check that you have a default charset UTF-8 in your apache
config for your vhost, in doubt add:

AddDefaultCharset UTF-8


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[rt-users] Questions about 3.8.1 MakeClicky (doesn't work here)

[Nehmer Torben]

Hello together,

 

I am currently trying to get MakeClicky running but with no success. 
Originally, I planned to use a callback to allow for some linking (SVN 
Revisions and such). To start with, I used the example Callback along with the 
standard HTTPURL tool:

 

/opt/rt3/etc/RT_SiteConfig.pm:

Set(@Active_MakeClicky, qw('httpurl', 'ticket_link') );

 

/opt/rt3/local/html/Callbacks/Elements/MakeClicky/Default

<%ARGS>

$types => []

$actions => {}



<%INIT>

my $web_path = RT->Config->Get('WebPath');

 

# Action takes TicketId as Argument and returns Ticket Link:

 

$a ctions->{'link_ticket'} = sub {

my %args = @_;

my $id = $args{'all_matches'}[1];

return qq{$args{value}};

};

 

# add the Action to the list

 

push @$types, {

name => 'ticket_link',

regex => qr{#(\d+)}i,

action => 'link_ticket'

};

 

Now I have created a ticket with the following text:

http://www.nehmer.net/

https://www.nehmer.net

#1234

 

Apache 2 (using mod_perl) has been restarted.

 

Unfortunalety, when looking at the ticket in question, there is no link 
whatsoever.

 

By the way: Does the callback has to be named "Default" or can I make multiple 
freely named files (e.g. "ticket_link" and "subversion_link") in the same 
location? Also, can I introduce configuration options in some way for my 
callback, for example a subversion repository base URL to be used in the 
linking?

 

Thanks in advance for any help!

 

Yours sincerely,
Torben Nehmer

---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.neh...@cancom.de  
www.cancom.de  

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder

Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich 
für den Gebrauch durch den Empfänger bestimmt! 
This e-mail and any files transmitted with it are confidential intended solely 
for the use of the addressee!

 

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Re: [rt-users] Latin Characters

[Joop]

Hello Eliezer,

>> I installed RT as a solution to remove Remedy's AR in my company, but i'm
>> having some troubles displaying spanish accented characters like á é í ó ú
>> or ñ, so, if anybody has any ideas, will be very appreciated
>> 
> Do you have something like "AddDefaultCharset UTF-8" in your apache
> configuration?
>   

I'm running RT also with Oracle as a backend and I modified my 
/etc/init.d/apache2. The first couple of lines read as follows:
==
#!/bin/sh -e
#
# apache2This init.d script is used to start apache2.
#It basically just calls apache2ctl.

ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin 
NLS_LANG=AMERICAN_AMERICA.UTF8"
 ==

Notice the NLS_LANG at the end. That solved my problems with accented 
characters in the database.
Specifying it in httpd.conf might work. I never have tried it. If you 
don't specify NLS_LANG in you environment the OCI (DBD::Oracle) will 
fallback to the OS default which for most of us will be LANG=C which 
doesn't know about accented characters. Correct me if I'm wrong.

Regards,

Joop


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