[rt-users] Queue could not be loaded
Dear, I already grant user to create ticket, but user still cannot create new ticket. error : Queue could not be loaded. . Below the steps while user create ticket. - login - click new ticket in (no list queue at text box) - got error above Thanks, ns ___ 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] Queue could not be loaded
You need to grant SeeQueue as well , Roy nast linux wrote: Dear, I already grant user to create ticket, but user still cannot create new ticket. error : Queue could not be loaded. . Below the steps while user create ticket. - login - click new ticket in (no list queue at text box) - got error above Thanks, ns ___ 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
[rt-users] Wiki Home is only SPAM
Hi, http://wiki.bestpractical.com/edit/HomePage is only SPAM. @jesse: I can't edit the homepage, there is a problem with my account. Cheers, Björn ___ 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] requestors group access
Ken,
thanks for your suggestion, but it is not what I need. They should not
see all the tickets in the queue, but only those created by their team
colleagues.
What I am thinking about is to create a user CustomField named Team
and fill out Sybase for those from the Sybase team.
Then create a scrip which will check the Custom Field of a ticket
creator user and add all the users with CustomFiled==Sybase as
requestors to the ticket as well (or CC and grant CC the ShowTicket
rights as Ruslan Zakirov suggested).
I know how to get the ticket Custom Field:
$self-TicketObj-FirstCustomFieldValue('SomeName');
but cannot find how to get the CustomFieldValue of a current user
(creator) in a scrip. Does anybody know, please?
Many thanks
--
Vaclav Vobornik
Ken Crocker wrote:
Vaclav,
Create a User-defined group called Sysbase-Users. Then go to
Configuration-Queue-(select Queue Sybase or whatever)-Group
Rights and grant the following privileges to group Sysbase-Users:
* CreateTicket
* SeeQueue
* ShowTicket
* ShowOutgoingEmail
* ShowTicketComments * Your technical support team may NOT want
them to have this right.
Make sure the Users for Sysbase tickets are in that User group
and there you have it. All members of that group will be able to
create and look at ALL tickets in the Queue you select. Oh, also be
sure that those users are Privileged users, otherwise you will not
be able to add them to a group that has privileges. Hope this helps.
Kenn
LBNL
On 5/4/2009 1:51 AM, Vaclav Vobornik wrote:
Good morning,
I have a specific question from one of our customers. Let's say, there
is a Sybase team we support: Peter, John, and Maria (unprivileged users).
When Peter creates a ticket, only Peter can see it after he logs in to
the RT. The same when John creates a ticket - only he sees it.
I'd like they can see all the tickets one of them is a requestor - but
only within their Sybase group. E.g. When Maria creates a ticket, also
Peter and John could see a status in the same way like Maria.
Is there any solution already in place, please?
Many thanks
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[rt-users] RT::Authen::ExternalAuth (?) issue
Hello all,
Running RT 3.8.2 with RT::Authen::ExternalAuth 0.08. RT was just
upgraded (from 3.6.6) and I have added LDAP authentication (users were
all internal before).
I'm seeing a situation where from time to time the user will be
(apparently) logged out and returned to the login screen. When this
happens I see the following in the rt.log:
[Wed May 6 13:31:14 2009] [debug]: Attempting to use external auth
service: LDAP
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Wed May 6 13:31:14 2009] [debug]: SSO Failed and no user to test with.
Nexting
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Wed May 6 13:31:14 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Wed May 6 13:31:16 2009] [debug]: Attempting to use external auth
service: LDAP
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Wed May 6 13:31:16 2009] [debug]: SSO Failed and no user to test with.
Nexting
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Wed May 6 13:31:16 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
Re-authenticating as the same user always succeeds.
From RT_SiteConfig.pm:
Set($LogToSyslog, undef);
Set($LogToScreen, 'error');
Set($LogToFile , 'debug');
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
Set(@Plugins, qw(
RT::Authen::ExternalAuth
RT::FM
RT::Extension::ExtractCustomFieldValues
));
# see /usr/local/rt3/local/plugins/RT-Authen-ExternalAuth/etc:
Set( $ExternalAuthPriority, ['LDAP'] );
Set( $ExternalInfoPriority, ['LDAP'] );
Set( $ExternalServiceUsesSSLorTLS, 0 );
Set(
$ExternalSettings,
{
'LDAP' = {
'type'= 'ldap',
'server' = 'ldap.x.org',
'base'= 'ou=people,dc=x,dc=org',
'filter' = '(objectClass=posixAccount)',
'd_filter'= '(businessCategory=Inactive)',
'attr_match_list' = [ 'Name', 'EmailAddress' ],
'attr_map' = {
'Name' = 'uid',
'EmailAddress' = 'mail',
'Organization' = 'o',
'RealName' = 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'cn',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip'= 'postalCode',
'Country'= 'co'
}
}
}
);
1;
The LDAP server is SunOne DS 6.2, btw.
Any thoughts on what's going on here? Thanks for your assistance.
--
Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmor...@mdibl.org
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Re: [rt-users] RT::Authen::ExternalAuth (?) issue
Wed 06 May 2009 14:59:22 GMT Roy McMorran wrote: Hello all, Running RT 3.8.2 with RT::Authen::ExternalAuth 0.08. RT was just upgraded (from 3.6.6) and I have added LDAP authentication (users were all internal before). I'm seeing a situation where from time to time the user will be (apparently) logged out and returned to the login screen. When this happens I see the following in the rt.log: Do you find this happening when you go to access a ticket? I have always had a similar problem, but have never had a chance to sort it out as it's only really a niggle to me. I find that it's almost like there are two separate sections to RT, one based around the At a Glance page and one based around display of an individual ticket, sometimes after logging in and viewing At a Glance, I have to re-authenticate when going to view a ticket. Also, firefox's autocomplete suggestions for the uesrname box are different for one than they are for the other. Any of this sounding familiar? -- 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] requestors group access
On Wed, May 6, 2009 at 6:08 PM, Vaclav Vobornik
vaclav.vobor...@commerzbank.com wrote:
Ken,
thanks for your suggestion, but it is not what I need. They should not
see all the tickets in the queue, but only those created by their team
colleagues.
What I am thinking about is to create a user CustomField named Team
and fill out Sybase for those from the Sybase team.
Then create a scrip which will check the Custom Field of a ticket
creator user and add all the users with CustomFiled==Sybase as
requestors to the ticket as well (or CC and grant CC the ShowTicket
rights as Ruslan Zakirov suggested).
I know how to get the ticket Custom Field:
$self-TicketObj-FirstCustomFieldValue('SomeName');
but cannot find how to get the CustomFieldValue of a current user
(creator) in a scrip. Does anybody know, please?
$self-TransactionObj-CreatorObj-FirstCustomFieldValue(XXX);
I think this should work.
Many thanks
--
Vaclav Vobornik
Ken Crocker wrote:
Vaclav,
Create a User-defined group called Sysbase-Users. Then go to
Configuration-Queue-(select Queue Sybase or whatever)-Group
Rights and grant the following privileges to group Sysbase-Users:
* CreateTicket
* SeeQueue
* ShowTicket
* ShowOutgoingEmail
* ShowTicketComments * Your technical support team may NOT want
them to have this right.
Make sure the Users for Sysbase tickets are in that User group
and there you have it. All members of that group will be able to
create and look at ALL tickets in the Queue you select. Oh, also be
sure that those users are Privileged users, otherwise you will not
be able to add them to a group that has privileges. Hope this helps.
Kenn
LBNL
On 5/4/2009 1:51 AM, Vaclav Vobornik wrote:
Good morning,
I have a specific question from one of our customers. Let's say, there
is a Sybase team we support: Peter, John, and Maria (unprivileged users).
When Peter creates a ticket, only Peter can see it after he logs in to
the RT. The same when John creates a ticket - only he sees it.
I'd like they can see all the tickets one of them is a requestor - but
only within their Sybase group. E.g. When Maria creates a ticket, also
Peter and John could see a status in the same way like Maria.
Is there any solution already in place, please?
Many thanks
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--
Best regards, Ruslan.
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Re: [rt-users] RT::Authen::ExternalAuth (?) issue
Mike Peachey wrote: Do you find this happening when you go to access a ticket? I have always had a similar problem, but have never had a chance to sort it out as it's only really a niggle to me. I've yet to establish a definitive pattern, but I seem to be able to get it to happen by doing a search on the Tickets page. After I log back in I get the search results ;-) Also going to Tickets and then back to Home will trigger it. Any of this sounding familiar? There are similarities. Rob Munsch wrote: SSO refers to single sign-on, doesn't it? I think that's incidental to what's happening. Probably so. I'm not (knowingly) using the SSO feature. The rest of it looks like rt forgot who your user was. No user to test with and 0, No User seems to support this. Is this happening after user is idle for a while? Do they not have refresh every blah set on the page? It does look like that. The idle time isn't the issue though, unless I've somehow inadvertently set an idle timeout of less than five seconds ;-) Thanks for the feedback so far. I'm thinking of watching the LDAP traffic with Wireshark next. Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org ___ 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] default autoreply unless defined per queue - possible?
Hi, still not lucky so far, also due to a complete different approach before, and just to get that right - will the following solve this task? 1. create a global script for autoreplies: Description: Autoreply Condition: On Create Action: Automatic Answer to client Template: Autoreply Phase: TransactionCreate no other conditions, code or whatever 2. create a global template named Autoreply 3. in queues where necessary, create a template called Autoreply as well will this be enough to use the queue template instead of the global template for an autoreply? thanks a lot, bernhard Gene LeDuc schrieb: As Ruslan pointed out earlier, creating an Autoreply template in the queue overrides the global template. RT checks first for a queue template and uses it if one is found, otherwise it uses the global template of the same name. No need to delete or create scrips in this case. At 03:31 AM 4/30/2009, Andraz Sraka wrote: re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Bernhard Hansbauer System Administrator bernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. ___ 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] default autoreply unless defined per queue - possible?
Yes, that's how it works. If there is a queue template with the same name as the global template, the scrip will use that instead of the global for that queue only. It will use the global template for all queues that do not have their own local template. It's a clever implementation. Gene At 08:44 AM 5/6/2009, Bernhard Hansbauer wrote: Hi, still not lucky so far, also due to a complete different approach before, and just to get that right - will the following solve this task? 1. create a global script for autoreplies: Description: Autoreply Condition: On Create Action: Automatic Answer to client Template: Autoreply Phase: TransactionCreate no other conditions, code or whatever 2. create a global template named Autoreply 3. in queues where necessary, create a template called Autoreply as well will this be enough to use the queue template instead of the global template for an autoreply? thanks a lot, bernhard Gene LeDuc schrieb: As Ruslan pointed out earlier, creating an Autoreply template in the queue overrides the global template. RT checks first for a queue template and uses it if one is found, otherwise it uses the global template of the same name. No need to delete or create scrips in this case. At 03:31 AM 4/30/2009, Andraz Sraka wrote: re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Bernhard Hansbauer System Administrator mailto:bernhard.hansba...@greentube.combernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.comhttp://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] RT::Authen::ExternalAuth (?) issue
Wed 06 May 2009 16:06:28 GMT Roy McMorran wrote: Rob Munsch wrote: SSO refers to single sign-on, doesn't it? I think that's incidental to what's happening. Probably so. I'm not (knowingly) using the SSO feature. SSO is the cookie stuff integrated from RT::Authen::CookieAuth. I haven't had time to double-check, but you can probably ignore the output as it should just be a debug message advising it entered the loop to check for SSO and dropped out without finding it. The rest of it looks like rt forgot who your user was. No user to test with and 0, No User seems to support this. Is this happening after user is idle for a while? Do they not have refresh every blah set on the page? It does look like that. The idle time isn't the issue though, unless I've somehow inadvertently set an idle timeout of less than five seconds ;-) Yeah, I think idle time would be a red herring. Thanks for the feedback so far. I'm thinking of watching the LDAP traffic with Wireshark next. You can give it a whirl, but I think all you'll find is a lack of traffic, if it was trying to check LDAP it would succeed. The problem will be that somewhere, somehow either: 1. The session cookie is dying 2. Somehow there are two fighting session cookies Will look into it when I can myself, but I'm up to my eyeballs in work atm. -- 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] RT::Authen::ExternalAuth (?) issue
Wed 06 May 2009 16:06:28 GMT Roy McMorran wrote: Stuff.. Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm for absolute certainty that you ran the 4.0-4.1 schema upgrade bit from UPGRADING.mysql ? (It's a common bit people don't do because it looks like it's only meant for MySQL4.0 users, but it's actually meant for EVERYONE). -- 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] RT::Authen::ExternalAuth (?) issue
Mike Peachey wrote: Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm for absolute certainty that you ran the 4.0-4.1 schema upgrade bit from UPGRADING.mysql ? Interesting. I did follow the schema upgrade process, but I have subsequently had to re-import the RT data. There are no drop tables in the dump, but still, I'd better take a closer look at that. Thanks, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org ___ 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] same scrips but one does not send the autoreply to requestor
I have the exact same scrips on rt 3.8.2 for the two queues config-change and syshelp syshelp queue does autoreply w/ ticket number to the requester, but config-change does not Here are the scrips 87 On Comment Notify Owner as Comment with template Admin Comment Imported from RT 2.0 159 On Comment Notify Other Recipients as Comment with template Correspondence On Comment Notify Other Recipients as Comment 6On Correspond Notify Other Recipients with template Correspondence On Correspond Notify Other Recipients 139 On Correspond Notify Owner with template Correspondence On Correspond Notify Owner 130 On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Requestors and Ccs 1On Correspond Open Tickets with template Blank On Correspond Open Tickets 167 On Owner Change Notify Owner with template Transaction Owner Change Request is coming from same requester and I do not see on maillog of the RT not even trying to reply when sending a request to config-change, but for syshelp queue as soon as the ticket is created (in rt.log) a email goes back as a reply (in syslog) How do I debug this? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] Notify queue owners on new ticket or ticket closure
Hi everyone, I'm trying to add what should be a simple scrip, and for some reason I'm blanking on how to do this, and I know it's simple enough as I can't find documentation on it J Simply put, we migrated to 3.8.2 (a few months back) and I'd like to notify the queue owners on new tickets in the queue (direct creation or tickets moved to the queue), but not spam them with all the ticket emails by making them a watcher (like how rt 3.6.5 used to do). At the moment we have the queue owners set as watchers, but it's a lot of extra email and things get lost occasionally... Regards, Cassandra Brockett -- Check out the Barracuda Spam Virus Firewall - offering the fastest virus malware protection in the industry: www.barracudanetworks.com/spam ___ 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] Notify queue owners on new ticket or ticket closure
http://wiki.bestpractical.com/view/EmailGroup ? On Wed, May 6, 2009 at 11:43 PM, Cassandra L. Brockett cbrock...@barracuda.com wrote: Hi everyone, I’m trying to add what should be a simple scrip, and for some reason I’m blanking on how to do this, and I know it’s simple enough as I can’t find documentation on it J Simply put, we migrated to 3.8.2 (a few months back) and I’d like to notify the queue owners on new tickets in the queue (direct creation or tickets moved to the queue), but not spam them with all the ticket emails by making them a watcher (like how rt 3.6.5 used to do). At the moment we have the queue owners set as watchers, but it’s a lot of extra email and things get lost occasionally… Regards, Cassandra Brockett -- Check out the Barracuda Spam Virus Firewall - offering the fastest virus malware protection in the industry: www.barracudanetworks.com/spam ___ 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. ___ 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] Notify queue owners on new ticket or ticket closure
*facepalm* I knew it would be something simple... giving that a try now... I've got it set to send email on ticket create, or queue change, let's see what happens with that :) -- Cass -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Wednesday, May 06, 2009 1:14 PM To: Cassandra L. Brockett Cc: rt-users Users Subject: Re: [rt-users] Notify queue owners on new ticket or ticket closure http://wiki.bestpractical.com/view/EmailGroup ? On Wed, May 6, 2009 at 11:43 PM, Cassandra L. Brockett cbrock...@barracuda.com wrote: Hi everyone, I’m trying to add what should be a simple scrip, and for some reason I’m blanking on how to do this, and I know it’s simple enough as I can’t find documentation on it J Simply put, we migrated to 3.8.2 (a few months back) and I’d like to notify the queue owners on new tickets in the queue (direct creation or tickets moved to the queue), but not spam them with all the ticket emails by making them a watcher (like how rt 3.6.5 used to do). At the moment we have the queue owners set as watchers, but it’s a lot of extra email and things get lost occasionally… Regards, Cassandra Brockett -- Check out the Barracuda Spam Virus Firewall - offering the fastest virus malware protection in the industry: www.barracudanetworks.com/spam ___ 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. -- Check out the Barracuda Spam Virus Firewall - offering the fastest virus malware protection in the industry: www.barracudanetworks.com/spam ___ 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] same scrips but one does not send the autoreply to requestor
was missing the autoreply scrip, duh! On Wed, May 6, 2009 at 3:28 PM, Asif Iqbal vad...@gmail.com wrote: I have the exact same scrips on rt 3.8.2 for the two queues config-change and syshelp syshelp queue does autoreply w/ ticket number to the requester, but config-change does not Here are the scrips 87 On Comment Notify Owner as Comment with template Admin Comment Imported from RT 2.0 159 On Comment Notify Other Recipients as Comment with template Correspondence On Comment Notify Other Recipients as Comment 6On Correspond Notify Other Recipients with template Correspondence On Correspond Notify Other Recipients 139 On Correspond Notify Owner with template Correspondence On Correspond Notify Owner 130 On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Requestors and Ccs 1On Correspond Open Tickets with template Blank On Correspond Open Tickets 167 On Owner Change Notify Owner with template Transaction Owner Change Request is coming from same requester and I do not see on maillog of the RT not even trying to reply when sending a request to config-change, but for syshelp queue as soon as the ticket is created (in rt.log) a email goes back as a reply (in syslog) How do I debug this? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] RT::Authen::ExternalAuth (?) issue
Roy McMorran wrote: Mike Peachey wrote: Just one thing Roy, when you did your upgrade to 3.8.2 can you confirm for absolute certainty that you ran the 4.0-4.1 schema upgrade bit from UPGRADING.mysql ? Interesting. I did follow the schema upgrade process, but I have subsequently had to re-import the RT data. There are no drop tables in the dump, but still, I'd better take a closer look at that. Thanks, -r Mike, I think you hit the nail right on the head. I had to re-run the schema upgrade (i.e. all the ALTER TABLE statements that updated the character sets). Since then I haven't seen any spurious login requests. Nothing at all to do with LDAP authentication then...that was a red herring. Thanks for your help! Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org ___ 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] How to delete user
Dear All, I just do disable user, but I can not delete user. How to delete user database? Should I delete directly through mysql? Thanks, ns ___ 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] How to delete user
shredder On Thu, May 7, 2009 at 4:10 AM, nast linux nastli...@gmail.com wrote: Dear All, I just do disable user, but I can not delete user. How to delete user database? Should I delete directly through mysql? Thanks, ns ___ 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. ___ 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] trying to create an ticket in Rt with an email.
This is what i have done. 1) I have RT installed in a zone. Mail is working. From with in RT, if i send an email it will get to the person. So i have RT working with my mail server. On my mail server I added these lines to my aliases file. I have the following in my /etc/mail/aliases: rt: |/opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url http://myhost.mydomain/rt3/; rt-comment: |/opt/rt3/bin/rt-mailgate --queue HelpDesk --action comment --url http://myhost.mydomain/rt3/; on my RT server I have in the /etc/aliases HelpDesk: |/opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url https://myhost.mydomain/rt3; HelpDesk-comment: |/opt/rt3/bin/rt-mailgate --queue HelpDesk --action comment --url https://myhost.mydomain/rt3 In RT. I have the account RT I send and email to r...@myhost.mydomain.ca I recieve the bounce message. r...@myhost.mydomain.ca: Command died with status 1: /opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url https://rt.mydomain/rt3;. Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate: Permission denied Could someone please help me out.Thanks for your time. John _ Find info faster and easier with Internet Explorer 8. http://go.microsoft.com/?linkid=9655583___ 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] trying to create an ticket in Rt with an email.
On 7/5/09 10:47 AM, John MacGillivray wrote: r...@myhost.mydomain.ca: Command died with status 1: /opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --urlhttps://rt.mydomain/rt3;. Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate: Permission denied http://go.microsoft.com/?linkid=9655578 Hi, Looks like a permissions issue. the files should be executable by the mail user. I suspect 755 would be fine, as the mailgate just submits an http request. Regards, Lachlan ___ 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
