[rt-users] Callback code
Hey everyone, trying to add some callback code to the display ticket page to display ticket page showing more information about the person making the request,(e.g. full name, phone etc). I create the callback code under /rt3/local/html/Callbacks/MyCallbacks/Ticket/Display/Elements/ShowSummary, in a file called default. The following code was given to me from another member of the RT community for testing. Using it does not work though center a href=http://www.example.com/foo/profile.php?username=% $requestor-Name % target=_new View Website Profile /a /center br / %ARGS $requestor /%ARGS Any ideas? George ___ 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
[rt-users] CommandByMail Questions
Hi all I have installed RT-Extension-CommandByMail-0.06 on my RT 3.8.1 and it works for existing tickets but I want to set it up so that my staff (ticket owners) are able to create tickets for requesters from mail. I have tried sending a new mail from one of the owners with the following codes in the mail but it only works partly, it only updates the requestor information. Owner: bob Requstor: st...@apple.com Status: Open Hi Steve I will be resetting your password soon, the call has now been log. Regards Bob What I Ideally would like is if a system user (ticket owner) sends in a mail like this it should strip out the codes log the ticket appropriately and send a mail to the requestor, can this be done ? Thanks B -- View this message in context: http://www.nabble.com/CommandByMail-Questions-tp21723698p21723698.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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queues without explicit CorrespondAddress are disabled?
So in playing around with the system I observed that RT doesn't care which e-mail address you send an existing ticket reply to, it always updates the correct ticket no matter if the queue has changed or what not. That's perfect. So it got me thinking about queues which a ticket would never start in, but might get moved into later. And realizing that they could all share the default Correspondence Address. I tested the idea and it works, except in one sense. When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. This isn't a rights thing, as I'm working as a Superuser. I don't have enough brain to look at this tonight, but if any of you know why this behavior is set up and/or why it shouldn't be changed, please clue me in before I start trying to fix this. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Queues without explicit CorrespondAddress are disabled?
That's rare, cause i see all my queues and i don't have an explicit correspond address for each one, only the default one And i imagine you have define de default one in RT_SiteConfig.pm Regards! On Thu, Jan 29, 2009 at 5:35 AM, Jo Rhett jrh...@netconsonance.com wrote: So in playing around with the system I observed that RT doesn't care which e-mail address you send an existing ticket reply to, it always updates the correct ticket no matter if the queue has changed or what not. That's perfect. So it got me thinking about queues which a ticket would never start in, but might get moved into later. And realizing that they could all share the default Correspondence Address. I tested the idea and it works, except in one sense. When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. This isn't a rights thing, as I'm working as a Superuser. I don't have enough brain to look at this tonight, but if any of you know why this behavior is set up and/or why it shouldn't be changed, please clue me in before I start trying to fix this. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- Eliezer E Chávez +58-416-6125676 eliezer.cha...@gmail.com http://www.bumeran.com.ve/cv/eliezer-chavez ___ 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] Queues without explicit CorrespondAddress are disabled?
On Thu, Jan 29, 2009 at 02:05:48AM -0800, Jo Rhett wrote: So in playing around with the system I observed that RT doesn't care which e-mail address you send an existing ticket reply to, it always updates the correct ticket no matter if the queue has changed or what not. That's perfect. So it got me thinking about queues which a ticket would never start in, but might get moved into later. And realizing that they could all share the default Correspondence Address. I tested the idea and it works, except in one sense. When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. I don't believe that to actually be the case. This isn't a rights thing, as I'm working as a Superuser. I don't have enough brain to look at this tonight, but if any of you know why this behavior is set up and/or why it shouldn't be changed, please clue me in before I start trying to fix this. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- ___ 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] Mail Attachment are Corrupting after upgrade.
Thanks Ruslan Zakirov This works for me on my test RT server now i am implementing it on production server. Thanks. Rana Tanveer On Thu, Jan 29, 2009 at 2:54 AM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: Read UPGRADING.mysql On Thu, Jan 29, 2009 at 12:36 AM, Rana Tanveer ranatanv...@gmail.com wrote: Hi All I have upgrade my RT from RT 3.6.5 to RT 3.8.1, everything working fine, but email attachments got corrupted. means when i download files to my computer these are become corrupt and i cant open files. i tried to search in mailing lists but no clue, why attachment files are corrupting. anyone help me here ? -- - Rana Tanveer +923224194457 http://www.sysadminsline.com - ___ 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 -- Best regards, Ruslan. -- - Rana Tanveer +923224194457 http://www.sysadminsline.com - ___ 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] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
On Wed, Jan 28, 2009 at 11:54:41PM -0800, Jo Rhett wrote:
In specific, I believe that this would be the better patch:
Jo,
lib/RT/Interface/Web.pm sub ProcessUpdateMessage is the code I was
thinking of.
-jesse
--- html/Elements/MessageBox_orig 2009-01-28 23:48:34.0
-0800
+++ html/Elements/MessageBox2009-01-28 23:48:45.0 -0800
@@ -60,7 +60,7 @@
my $signature = '';
if ( $IncludeSignature and my $text = $session{'CurrentUser'}-
UserObj-Signature ) {
- $signature = -- \n. $text;
+ $signature = \n\n\n-- \n. $text;
}
/%INIT
Jesse: I can't find any place where the Signature and -- \n are
being used for empty reply comparison. Can you point me in the right
direction? The obvious fix is \s+\-\-\s\n + Signature but I can't
find where this should go.
On Jan 28, 2009, at 11:43 PM, Jo Rhett wrote:
This is patching the wrong way, but it's the right decision. I'm
hating having to manually move the cursor in front of the signature
and end a newline before typing.
I think the right patch would be to add the whitespace at the same
place that -- \n is added to the beginning of the signature. This
is only added if the signature exists, and thus would be the easy fix.
On Jan 28, 2009, at 8:15 PM, Adam Tingle wrote:
Thanks for the heads-up, but how does the empty reply detection
work? It doesn't seem to do anything if I remove the patch. I click
reply, click update ticket, and my 'empty reply' is recorded. Is it
an option I have to turn on?
- Adam
On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent je...@bestpractical.com
wrote:
Be careful. This patch will break rt's empty reply detection.
Adam Tingle adamtin...@gmail.com wrote:
Hi rt-users,
Here's a quick patch I made to add some whitespace to the top of
the message
when replying to a message. It makes it easier to just start
typing if you
have FCKeditor set to StartupFocus.
--- MessageBox 2009-01-28 21:37:01.0 -0500
+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
2009-01-28 22:28:23.0 -0500
@@ -47,7 +47,7 @@
%# END BPS TAGGED BLOCK }}}
textarea class=messagebox cols=% $Width % rows=% $Height
%
wrap=% $Wrap % name=% $Name %\
% $m-callback( %ARGS );
-% $Default || '' %% $message %% $signature %/textarea
+% $Default || '' %% $whitespace %% $message %% $signature
%/textarea
%INIT
my $message = '';
@@ -63,6 +63,10 @@
$signature = -- \n. $text;
}
+my $whitespace = '';
+if ( $message ) {
+$whitespace = \n\n\n;
+}
/%INIT
%ARGS
$QuoteTransaction = undef
BTW, I caught on that making changes in
local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work;
where's the
best place to override the FCKeditor configuration to enable the
option
FCKConfig.StartupFocus = true; ? Even better, how about making
this the
default option, as no other fields seem to get the focus anyway.
--
...
Adam Tingle
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Net Consonance : consonant endings by net philanthropy, open source
and other randomness
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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Re: [rt-users] Problems with SSL and rt-mailgate
On Wed, 28 Jan 2009 16:18:23 -0500, Eliezer E Chávez eliezer.cha...@gmail.com wrote: I have tested rt-mailgate in command line and works OK, this only happens from procmail... regards! Hi, Sounds like mailgate isn't getting the same environment variables when you run it via procmail. Try tweaking rt-mailgate to print out @INC and maybe all env variables. Then compare what you get from command line and procmail. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ 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] Queues without explicit CorrespondAddress are disabled?
Are they new queues? If so try logging out and back in. You may be seeing the queue caching at work. On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett jrh...@netconsonance.com wrote: So in playing around with the system I observed that RT doesn't care which e-mail address you send an existing ticket reply to, it always updates the correct ticket no matter if the queue has changed or what not. That's perfect. So it got me thinking about queues which a ticket would never start in, but might get moved into later. And realizing that they could all share the default Correspondence Address. I tested the idea and it works, except in one sense. When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. This isn't a rights thing, as I'm working as a Superuser. I don't have enough brain to look at this tonight, but if any of you know why this behavior is set up and/or why it shouldn't be changed, please clue me in before I start trying to fix this. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 ___ 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] Problems with SSL and rt-mailgate
The issue was solved, when i do an ldd in SSLeay.so, the lib was pointing to a different openssl Best Regards for All! On Thu, Jan 29, 2009 at 9:59 AM, Stephen Turner stur...@mit.edu wrote: On Wed, 28 Jan 2009 16:18:23 -0500, Eliezer E Chávez eliezer.cha...@gmail.com wrote: I have tested rt-mailgate in command line and works OK, this only happens from procmail... regards! Hi, Sounds like mailgate isn't getting the same environment variables when you run it via procmail. Try tweaking rt-mailgate to print out @INC and maybe all env variables. Then compare what you get from command line and procmail. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST -- Eliezer E Chávez +58-416-6125676 eliezer.cha...@gmail.com http://www.bumeran.com.ve/cv/eliezer-chavez ___ 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
[rt-users] CanonicalizeUserInfo in Email.pm - Name in use
Hi! RT 3.8.1 with RT::Authen::ExternalAuth 0.05 We are having an issue where users can have several mailaliases defined, and where they have different mailaliases depending on what MUA they are currently using (like webmail). Users are properly authenticated on the web interface, and they also have no problem sending mail to RT, as long as they're using the email address defined in RT at createtime (or modified manually in the preferences), but as soon as they try to send an email to RT with one of the LDAP defined aliases (specified as 'mail' objects) it will be bounced with the reason 'Name in use'. ---8--- Jan 23 18:20:49 ticket RT: Attempting to use this canonicalization key: EmailAddress Jan 23 18:20:49 ticket RT: LDAP Search === Base: ou=people,dc=met,dc=no == Filter: ((objectClass=posixAccount)(mail=bo...@met.no)) == Attrs : cn,mail,uid,uid Jan 23 18:20:49 ticket RT: RT::User::LookupExternalUserInfo : Returning: EmailAddress: usern...@met.no, ExternalAuthId: username, Name: username, RealName: Username Username (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:703) Jan 23 18:20:49 ticket RT: RT::User::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: usern...@met.no, ExternalAuthId: username, Name: username, Password: , Privileged: 0, RealName: Username Username (/opt/rt3/bin/../local/lib/RT/User_Vendor.pm:444) Jan 23 18:20:49 ticket RT: User creation failed in mailgateway: Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) ---8--- Any suggestions? It looks to be a bit like this problem: http://lists.bestpractical.com/pipermail/rt-users/2007-September/047884.html .../Bosse -- Lars Kristian (Bosse) Klykken, Senior Engineer Tel. +47 22963068 Linux Team / Server Operations / IT Department Fax. +47 22696355 Norwegian Meteorological Institute http://www.met.no P.O. Box 43 Blindern, 0313 Oslo, NORWAY ___ 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
[rt-users] Prevent status change?
Hi, I would like to ask if it sounds possible to implement some kind of basic workflows in RT (3.8), especially preventing some status changes. We are currently designing a hotline/helpdesk, and we need some people not to be able to change the status of some tickets. Because the workflow we want to implement say it's not possible to go from open to resolved directly, or stuff like that. Basically, I'd like to be able to configure RT and tell it which transitions are authorized and which ones aren't, but it doesn't seem possible atm. Scrips doesn't seem ok either, because they can be applied on a running transaction, but can't prevent a transaction to occur. So I could see that a new transaction changes the status, but the only thing I could do would be to change it back, with another transcaction. I'm looking at RT code now, and it seems to see if it would be possible (using Callbacks for example), to prevent some transitions (for example by looking at the “next” status and the “current” status, and only allowing some combination. But it seems that there is no common callback. Modifying ticket status seems to be possible in Create.html (obviously), with a BeforeCreate callback which seems to be able to set a $skip_create preventing the creation, in Update.html with no usable callback, and in Modify/ModifyAll.html, without usable callback either. Is there a (clean) way to do that and implement some basic workflow in RT 3.8? I know it should be possible to do that “the dirty way” as, for example, there are CustomField with strong requirements, and if the edition doesn't pass the CustomField validation, it'll be rejected. It'd be even better if there wasn't any way for an user to do unwanted things “a priori”, but if I can only do that after he validates, but before the transaction occurs, it'd be ok too I guess. Cheers and many thanks for any help, -- Yves-Alexis ___ 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] Prevent status change?
On Thu, Jan 29, 2009 at 06:29:43PM +0100, Yves-Alexis Perez wrote: Hi, I would like to ask if it sounds possible to implement some kind of basic workflows in RT (3.8), especially preventing some status changes. We are currently designing a hotline/helpdesk, and we need some people not to be able to change the status of some tickets. Because the workflow we want to implement say it's not possible to go from open to resolved directly, or stuff like that. Basically, I'd like to be able to configure RT and tell it which transitions are authorized and which ones aren't, but it doesn't seem possible atm. We've done some work for this for a client on 3.8, though it needs more work for general availability. It's a core feature in the upcoming RT 4.0. (Not that that helps you very much yet) Best, Jesse ___ 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] CanonicalizeUserInfo in Email.pm - Name in use
Lars Kristian Klykken wrote: Hi! RT 3.8.1 with RT::Authen::ExternalAuth 0.05 1. Upgrade to ExtrernalAuth 0.08. EA 0.05 is not supported for use on RT-3.8. 2. Multiple e-mail addresses for a user with the same username is not possible at the moment. Primarily because RT does not allow assigning multiple e-mail addresses to the same user. I will be working on functionality for EA 0.09 whereby it will lookup a user on reception of e-mail, determine if an account already exists with one of the available e-mail addresses in their LDAP service and if so log them in with that address, but it is not currently possible in 0.08. -- 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 __ ___ 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] CanonicalizeUserInfo in Email.pm - Name in use
On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey mike.peac...@jennic.com wrote: I will be working on functionality for EA 0.09 whereby it will lookup a user on reception of e-mail, determine if an account already exists with one of the available e-mail addresses in their LDAP service and if so log them in with that address, but it is not currently possible in 0.08. In the meantime, what's the recommended method for dealing with users you want to auth via LDAP if they've already submitted tickets via email, and exist in RT because of that? -- /chown -R us:us /yourbase ___ 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] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
I don't think this should be merged into base, as it promotes top-posting. ___ 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] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
Jerrad Pierce wrote: I don't think this should be merged into base, as it promotes top-posting. Not to be a me-too or anything, but I want to whole-heartedly agree with the above. Top-posting has seriously gotten out of hand (thanks Outlook(!!)) and should be discouraged at all times. -- 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 __ ___ 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] CanonicalizeUserInfo in Email.pm - Name in use
If necessary, you can work around the multiple-email addresses issue
as long as emails to the primary email address get to the user in some
way.
In addition to the change I mentioned before, I edited my MailFrom.pm.
Now it checks the ldap server for any user with a forward address
equal to the incoming email. If it finds it, the email is associated
with that user.
The only problem is that the user will be created with the primary
email address, not any of the secondary ones. This means that all
email generated by the system will get sent to the primary email.
Doesn't matter in my case, since my email server forwards all email to
the secondary address.
Below are my changes for MailFrom.pm:
Find line 72, add:
$RT::Logger-debug(Now doing initial lookup for email address);
my ($UserFoundInExternalDatabase, %ExternalUserInfo) =
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo( 'istmail',
'mail', $Addre
ss );$RT::Logger-debug(Finished Initial Lookup, Did I find someone?:
. $UserFoundInExternalDatabase);
if ($UserFoundInExternalDatabase) {
$Name = $ExternalUserInfo{'Name'} if ($ExternalUserInfo{'Name'});
$Address = $ExternalUserInfo{'EmailAddress'} if
($ExternalUserInfo{'EmailAddress'});
$RealName = $ExternalUserInfo{'RealName'} if
($ExternalUserInfo{'RealName'});
$RT::Logger-crit(I have found the user in the external database);
}
Replace the $CurrentUser = CreateUser... line with:
$CurrentUser = CreateUser( $Name, $Address, $Name, $Address,
$args{'Message'} );
On Thu, Jan 29, 2009 at 12:49 PM, Rob Munsch rob.mun...@gmail.com wrote:
Excellent, thanks.
(Are messages sent to the list filtered from coming back to the sender?)
On Thu, Jan 29, 2009 at 12:44 PM, Mike Peachey mike.peac...@jennic.com
wrote:
Rob Munsch wrote:
On Thu, Jan 29, 2009 at 12:39 PM, Mike Peachey mike.peac...@jennic.com
wrote:
I will be working on functionality for EA 0.09 whereby it will lookup a
user on reception of e-mail, determine if an account already exists with
one of the available e-mail addresses in their LDAP service and if so
log them in with that address, but it is not currently possible in 0.08.
In the meantime, what's the recommended method for dealing with users
you want to auth via LDAP if they've already submitted tickets via
email, and exist in RT because of that?
Change the email address of the email created account to @foo.bar
--
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
__
--
/chown -R us:us /yourbase
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Re: [rt-users] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
On Jan 29, 2009, at 10:01 AM, Jerrad Pierce wrote: I don't think this should be merged into base, as it promotes top- posting. The patch adds blank lines before the signature. The signature is at the bottom of the message... The only time this would qualify as top-posting is when the reply or comment is done without any previous comment, and which case it's not really top-posting. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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
[rt-users] Optimize system specifically for RT
In short, tips/hints on creating and maintaining a system optimized solely for RT? In more detail, Gateway E4100 desktop with Pentium4/2.8GHz w/Hyperthreading enabled, 4x256MB DDR-266, 80GB drive. OpenBSD 4.4-Stable, with BSD.MP Generic kernel. RT-3.8.2, MySQL-5.0.67, Apache-2.2.11, Mod_Perl-2.0.4. Most fixdeps are all current, except for whatever may have already been a part of the base OpenBSD 4.4-Stable install. I don't know how to get the specific version of all the various Perl modules, if anybody can tell me, I'll be happy to get that too. Also Mod_auth_cas-1.0.8, and OpenSSL-0.98i (things I had to also build to get my setup working.) Normal built-in sendmail, with procmail 3.22. I couldn't get MySQL-5.1.30 to pass the make test and I could not get OpenSSL-0.98j to create the fips stuff. I figured HT-enabled would be good, since I'm told most database queries can be threaded, and it's mostly integer-based so there's no competing for the sole FP unit on the CPU itself. I disabled HT, rebooted with just BSD and I didn't notice any significant changes, so I'm chancing keeping it enabled with BSD.MP. I've not specifically tuned mod_perl (nor anything else yet.) ./mysqltuner.pl --nocolor --forcemem 1000 -forceswap 1500 --noinfo --nogood says General Statistics -- Storage Engine Statistics --- -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster [!!] Total fragmented tables: 1 Performance Metrics - [!!] Maximum possible memory usage: 1.2G (120% of installed RAM) [!!] Key buffer hit rate: 92.9% (14K cached / 1K reads) [!!] Temporary tables created on disk: 29% (1K on disk / 6K total) Recommendations - General recommendations: Run OPTIMIZE TABLE to defragment tables for better performance Reduce your overall MySQL memory footprint for system stability Enable the slow query log to troubleshoot bad queries When making adjustments, make tmp_table_size/max_heap_table_size equal Reduce your SELECT DISTINCT queries without LIMIT clauses Variables to adjust: *** MySQL's maximum memory usage is dangerously high *** *** Add RAM before increasing MySQL buffer variables *** tmp_table_size ( 32M) max_heap_table_size ( 16M) Checking MySQL for mysql show variables like 'tmp_table_size'; | tmp_table_size | 33554432 | mysql show variables like 'max_heap_table_size'; | max_heap_table_size | 16777216 | I can't add RAM the box is full. I figure 4x256MB of slow RAM is better than 2x256MB of DDR400 (1GB slow is better than 512MB of faster RAM.) I'm not sure if it's telling me to set tmp_table_size and max_heap_table_size both to less than 16M. Since it says they should be the same, and the heap is being flagged as being 16M, I was thinking of setting them both to 12M. The /etc/my.cnf is mostly, along w/stuff about password and whatnot that I don't think matter for this particular thread. Mostly pulled from my-large.cnf example, disabling federated and bdb, and enabling innodb by uncommenting the lines. [mysqld] port= 3306 socket = /tmp/mysql.sock skip-locking key_buffer = 256M max_allowed_packet = 1M table_cache = 256 sort_buffer_size = 1M read_buffer_size = 1M read_rnd_buffer_size = 4M myisam_sort_buffer_size = 64M thread_cache_size = 8 query_cache_size= 16M # Try number of CPU's*2 for thread_concurrency thread_concurrency = 2 innodb_data_home_dir = /opt/mysql/var/ innodb_data_file_path = ibdata1:10M:autoextend innodb_log_group_home_dir = /opt/mysql/var/ innodb_log_arch_dir = /opt/mysql/var/ # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 256M innodb_additional_mem_pool_size = 20M # Set .._log_file_size to 25 % of buffer pool size innodb_log_file_size = 64M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 [mysqldump] quick max_allowed_packet = 16M [mysql] no-auto-rehash I've not done the OPTIMIZE yet. Is that cron-able for once per month/quarter/year, and does anyone have suggestion on frequency? The RT setup is new and the database is empty. I'm perfectly happy clearing it out, starting it over, enabling/disabling/configuring things specifically for RT's sole use. MySQL talks via Unix sockets rather than TCP. We expect less than a dozen support staff to use it daily, although the number of incoming email request ticket creation ebbs and flows. Only the support staff have access to the web interface, requestors mostly prefer all email around here for correspondence. Incoming email is passed from sendmail/spamassasin, then procmail (which drops everything SpamAssassin score 12), and then passes it to rt-mailgate. I'm not sure if perceived
Re: [rt-users] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
On Thu, Jan 29, 2009 at 7:26 PM, Jo Rhett jrh...@netconsonance.com wrote: On Jan 29, 2009, at 10:01 AM, Jerrad Pierce wrote: I don't think this should be merged into base, as it promotes top-posting. The patch adds blank lines before the signature. The signature is at the bottom of the message... The only time this would qualify as top-posting is when the reply or comment is done without any previous comment, and which case it's not really top-posting. I think you guys convinced me that top-posting is a bad idea when it comes to RT: I didn't clue in right away that the reply link at the top of the ticket creates a reply without quoting anything. Since the ticket has the entire history, usually there's no need to reply with previous messages quoted. I think Jo is on the right track though. I didn't have signatures enabled before, but now that I do I see the problem. When you click 'reply' to a message, the blank lines are inserted between the end of the quoted message and the signature, but when you click 'reply' at the top of the ticket or create a new ticket, the signature is the only text in the message. It would be handy to have the whitespace included there instead. -- ... Adam Tingle ___ 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
[rt-users] Safari RSS with RT 3.8.2
I've seen threads related to this in rt-users. The error is The feed could not be loaded because the content is not in a known feed format.. (PubSub:2) Please choose Report Bugs to Apple from the Safari menu, note the error number, and describe what you did before you saw this message. The closest was Dec-12-2008 specifically that a feed reader that supports RT's cookie auth or use RT with external authentication. Although this was directly at a RT 3.6 install. Another similar back to Sep-2006. I do have RT382 setup with external auth (CAS, in our case.) As best as I can gather, there is no RSS Feeder that automatically speaks and logs-in to CAS. So in Firefox, I open up one tab, and login to RT (via CAS.) As long as my CAS session is good, my RSS feed in firefox works fine. I try the same thing in Safari and it doesn't. I can indeed login to RT via CAS. But running a separate Safari browser, or a separate tab or other method and going to RSS (even though the CAS part is indeed logged in ok), I still get the same error. Is it still basically a Safari problem (I'm guessing) as it works with IE and Firefox? If so, has anyone managed a work-around (either on Safari side or on RT side?) Thank you, PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ 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
[rt-users] Apache error: file does not exist (var/www/REST)
Hello all, Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to r...@mydomain.com, I'm not seeing any activity in the Web interface. I checked the log file and I'm seeing File Does Not Exist: /var/www/REST. I can go to http://mysite.com/REST/1.0/ and I get a 200 ok response so it's there, but I'm not sure why it's looking in /var/www/REST. My DocumentRoot in Apache2 is set to /opt/rt3/share/html. Is there something I'm missing in RT_SiteConfig.pm? Thanks ___ 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] Queues without explicit CorrespondAddress are disabled?
On Thu, Jan 29, 2009 at 04:23:48PM -0800, Jo Rhett wrote: Ding! Thank you for the winning answer. Wonderful. Any way to defeat that, other than having everyone log out and back in again? I realize it's an uncommon thing... Disabling that cache will have unfortunate performance implications for your RT instance on a daily basis. On Jan 29, 2009, at 7:55 AM, Todd Chapman wrote: Are they new queues? If so try logging out and back in. You may be seeing the queue caching at work. On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett jrh...@netconsonance.com wrote: When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. This isn't a rights thing, as I'm working as a Superuser. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- ___ 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] Apache error: file does not exist (var/www/REST)
On Thu, Jan 29, 2009 at 9:12 PM, gravyface gravyf...@gmail.com wrote:
Hello all,
Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to
r...@mydomain.com, I'm not seeing any activity in the Web interface. I
checked the log file and I'm seeing File Does Not Exist: /var/www/REST. I
can go to http://mysite.com/REST/1.0/ and I get a 200 ok response so it's
there, but I'm not sure why it's looking in /var/www/REST. My DocumentRoot
in Apache2 is set to /opt/rt3/share/html. Is there something I'm missing in
RT_SiteConfig.pm?
Also, I should add my /etc/aliases definitions:
rt: |/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond
--url http://mydomain.com/;
rt-comments: rt: |/opt/rt3/bin/rt-mailgate --queue 'General'
--action comment --url http://mydomain.com/;
...and it's the following line in rt-mailgate:
124:my $full_url = $opts{'url'}. /REST/1.0/NoAuth/mail-gateway;
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[rt-users] Using the approvals system in 3.8.2
Okay, I've spent about two days trying to figure this out, and to be honest, the documentation isn't being very helpful... I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren't using the approval system at the time of the upgrade)... Now however I'm trying to add approvals to a new queue, and I'm going nowhere fast... All the documentation refers to earlier versions of RT, and I even found references online to a New approvals system with 3.8.2... However zero documentation on how to enable it for a queue or even just system-wide, so I'm asking for help now. Simply put:- 1) Has anyone gotten the Approvals systems working with RT 3.8.2? Are you willing to share how? 2) Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working? I'm willing to believe that 1) is currently the only way to do this, so I'll need to hack at things on a test box to figure out what data needs to be input to get it working... Any help would be appreciated... Especially as once I get this working, I'll happily update the RT Wiki approvals page with the details for getting 3.8.2 working... -- Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com ___ 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
