Re: [rt-users] How to install RT global to handel 11 accounts seperately?
On Sun, Mar 21, 2010 at 04:51:53AM +0100, Michelle Konzack wrote: RT can only handel ONE RT account/E-Mail-Address Standard RT configuration is to use 2 addresses for _each_ queue (one for correspondances, one for comments). Then you can have several queues with a set of permissions that allow groups of people show only tickets they need to show. Suppose you have domains foo.com, bar.com, you can have (it depends on your workflow) a queue: abuse_foo abuse_bar postmaster_foo postmaster_bar etc... for each queue, you configure the corresponding email address and a group of people that should work on with appropriate rights. Maybe you should buy the book RT essentials ? ;) Or maybe I do not understand your questions ... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Date Validation for a Custom Field
On Sun, Mar 21, 2010 at 02:53:52AM +0100, Torsten Brumm wrote: Hi Emmanuel, just saw this patch is against 3.8.6, does this mean it is included in 3.8.7/8? 3.8.7, no 3.8.8, not yet (@BPS, many users want it, anyone to review it?) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 install RT global to handel 11 accounts seperately?
Hi Michelle, Emmanuel already pointed you the correct solution but let me try to understand your setup: Your setup, lets say: ab...@foo.com - Queue: abuse_foo postmas...@foo.com - Queue: postmaster_foo supp...@foo.com - Queue: support_foo tech-supp...@foo.com - Queue: techsupport_foo biz-supp...@foo.com - Queue: bizsupport_foo sa...@foo.com - Queue: sales_foo ab...@bar.com - Queue: abuse_bar postmas...@bar.com - Queue: postmaster_bar supp...@bar.com - Queue: support_bar tech-supp...@bar.com - Queue: techsupport_bar biz-supp...@bar.com - Queue: bizsupport_bar sa...@bar.com - Queue: sales_bar This can easily handled by /etc/alias file and the queue setup is also easy like Emmanuel explained. You don't need much magic for this and you don't need several installations of RT for this. Is this the setup you are looking for?!? Torsten 2010/3/21 Michelle Konzack linux4miche...@tamay-dogan.net Hello Torsten, Am 2010-03-21 02:44:28, hacktest Du folgendes herunter: What means modified version? what kind of modifications? And what is exactly the problem to handle this 11 accounts from 6 domains? The installation in Debian expect the config in /etc/... which mean, you can not run moe then one RT. I think all you need RT is already able to handle. RT can only handel ONE RT account/E-Mail-Address abuse@ postmaster@ support@ tech-support@ biz-support@ sales@ mail addresses with different domainsand one RT installation. NO!!! One RT installation per mailaccount sind you can not have more then one config. Exactly, I had to modify RT to look into the home dir of the acount. But RT cannot be made to do his globaly... Because many things ARE hardcoded The accounts do not have to do with each other... and then I have not only this six in one domain. I have 5 other domains on the same server with there own RT installations. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 install RT global to handel 11 accounts seperately?
Hello Torsten Brumm, Am 2010-03-21 10:59:21, hacktest Du folgendes herunter: Hi Michelle, Emmanuel already pointed you the correct solution but let me try to understand your setup: Your setup, lets say: snip This can easily handled by /etc/alias file and the queue setup is also easy like Emmanuel explained. You don't need much magic for this and you don't need several installations of RT for this. But this mean, I have to use ONE VHost for all! I can not use seperated VHosts for abuse/postmaster, support and biz-support which are 3 completely differnt departements. Is this the setup you are looking for?!? Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 signature.pgp Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 install RT global to handel 11 accounts seperately?
Hi Michelle, You don't need much magic for this and you don't need several installations of RT for this. But this mean, I have to use ONE VHost for all! I can not use seperated VHosts for abuse/postmaster, support and biz-support which are 3 completely differnt departements. Yes, thats correct, but why you need this? RT can handle this for you, why several vhosts? You grant Department sa...@bar.com the rights to see their your and sa...@foo.com the rights to see their one requests And yes, you can also setup rt in that way that all department queues come with their own RT Subject line. Don't understand the problem ;-) Torsten Is this the setup you are looking for?!? Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandByMail hide commands
Dear list, Is there a way to hide CommandByMail commands from the requestor? When we 'resolve' a ticket via mail the requestor receives the mail. Can we hide this? Thx, P. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem installing latest RT from GIT
Hi Group just tried to install latest rt from git and i'm getting confused: config: ./configure --enable-graphviz --enable-gd --with-web-handler=fastcgi --with-db-rt-pass=apassword --with-web-user=apache --with-web-group=apache So, no GPG, after fixing all deps (mostly via rpm/yum) i get the following from make testdeps: SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface ...MISSING OK, i thought i don't use GPG but let me install it: [r...@rt3 bestpractical-rt-cb95899]# perl -MCPAN -e 'install GnuPG::Interface' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Sun, 21 Mar 2010 13:50:09 GMT GnuPG::Interface is up to date. make testdeps still shows the error. Tried later with --disable-gpg works well. So it looks like i have to disable it to get all working, correct or and error? Any ideas? -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 install RT global to handel 11 accounts seperately?
Hello Torsten Brumm, I am ON THE LIST and do not need to be CC'ed Am 2010-03-21 12:40:51, hacktest Du folgendes herunter: Yes, thats correct, but why you need this? RT can handle this for you, why several vhosts? Because I use SUBDOMAINS for several different things and one of those things are itsystems.tamay-dogan.net electronica.tamay-dogan.net energia.tamay-dogan.net support.tdwave.net business.tdwave.net which are on the same physical host for examle and have nothing to with each other and nearly each ofthse has two or more RT things running. You grant Department sa...@bar.com the rights to see their your and sa...@foo.com the rights to see their one requests And yes, you can also setup rt in that way that all department queues come with their own RT Subject line. This had not worked for me. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 signature.pgp Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] (no subject)
subscribe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT SLA Extension
Hi, I've encountered what appears to be a limitation in the RT SLA extension, if the minutes value applied to an SLA is greater then 1000 the Due date value fails to be set. For example, we've got an SLA for 1 month, which equates to 20, 8.5 hour days, therefore business minutes for the SLA would be defined as 60*8.5*20 - in practice this doesn't work, the due date is blank, when i reduce the SLA to 19 days it works. I'm guessing there is some sort of limitation in the code? Craig ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
On Sun, Mar 21, 2010 at 11:06 PM, Matt Hoover m...@hoov.net wrote: Dustin- I think the best way to handle that would be thru your postfix configuration. Just send each alias to a different Q... http://www.postfix.org/VIRTUAL_README.html#virtual_alias Once you have email being delivered to those aliases -follow the wiki and pipe your email to rt-mailgate and specify the queue. http://wiki.bestpractical.com/view/ManualEmailConfig Matt Matt, I don't disagree with you, using the procmail recipes was the best option in this scenario due to politics. The outside entities that I deal with will not change the support email address so I had to make it work with what I had. Actually the procmail recipes I posted are working extremely well in this environment. Basically postfix is just passing the messages over to procmail for filtering and delivery. I set the mailbox_command directive in /etc/postfix/main.cf to equal this: mailbox_command = /usr/bin/procmail ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to use Apache authentication methods for NoAuth pages? (fastcgi and apache2 RT not respecting htaccess)
I have some NoAuth pages I'd like to use with htaccess/htpasswd-style Apache authentication but NoAuth pages served by Request Tracker don't seem to respect my settings in Apache's configuration. Additionally, the pages themselves aren't requesting a username and password which I'd really like for a few of the NoAuth pages. This allows us to give people different summary views of ticket data through our own templates to present RequestTracker tickets to internal groups. So that doesn't work and neither do protections that Apache applies to those files, letting remote users request the .htpasswd and .htaccess files off the filesystem in spite of my configuration in Apache. For example, I have the following in my httpd.conf: Files ~ ^\.ht Order allow,deny Deny from all /Files So I imagine this means RT's fastcgi instance is taking over and these requests aren't actually going to Apache, but I do see them in Apache's log: [20/Mar/2010:22:14:25 -0500] 128.255.76.130 TLSv1 DHE-RSA-AES256-SHA GET /NoAuth/helpdesk/.htaccess HTTP/1.1 15 [20/Mar/2010:22:35:52 -0500] 128.255.76.130 TLSv1 DHE-RSA-AES256-SHA GET /NoAuth/helpdesk/.htaccess HTTP/1.1 15 Any ideas on what is happening? I have no occurrence of AllowOverride None in my httpd.conf. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
