[rt-users] External Authentication with LDAPS
Hi,
I've installed RT 3.8.7 on a debian lenny with the manual procedure listed
here: http://wiki.bestpractical.com/view/ExternalAuth
So, now i try to configure my RT_Siteconfig.pm to acces at RT via my LDAPS
serveur.
This is a part of my configuration:
#PLUGINS:
Set(@Plugins,(qw(
RT::Extension::MandatorySubject
RT::Extension::MandatoryRequestor
RT::Extension::SearchResults::XLS
RT::Extension::UserDetails
RT::FM
RT::IR
RTx::Tags
RT::Extension::WatchedQueues
RT::Extension::ServiceUpdates
RT::Authen::ExternalAuth
)));
# AUTHENTICATION
Set($ExternalAuthPriority, ['LDAP',]
);
Set($ExternalInfoPriority, ['LDAP',]
);
Set($ExternalServiceUsesSSLorTLS, 1);
# DATABASES CONFIGURATION
Set($ExternalSettings,
{
'LDAP' = {
'type' = 'ldap',
'server'= 'ldap.BLANKED',
'user' = 'BLANKED',
'pass' = 'BLANKED',
'base' = 'dc=blanked,dc=fr',
'filter'= '(uid=*)',
'd_filter' =
'(objectClass=foobar)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' = 'GROUP-NAME',
# 'group_attr'= 'GROUP_ATTR',
'attr_match_list' = 'uid',
'attr_map' = {
'Name' = 'uid',
'EmailAddress' = 'mail',
# 'Organization' = '',
'RealName' = 'cn',
# 'ExternalAuthId' = '',
# 'Gecos' = '',
# 'WorkPhone' = 'telephonenumber',
# 'Address1' = '',
# 'City' = '',
# 'State' = '',
# 'Zip' = '',
# 'Country' = ''
}
}
},
);
1;
When i try to log on, i have a message which said that m'y username or my
password isn't correct.
In the log files (/var/log/apache2/error.log), i have only :
[Tue Jul 27 14:35:28 2010] [error]: FAILED LOGIN for anthony.brodard from
MY_IP (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
Do you know where is the mistake?
After that, i want to activate a session's timeout on RT with mod_perl. Do
you know how can i do?
Regards,
Anthony BRODARD
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can't call method Id on an undefined value
Hi, I've upgraded rt3.8.7 to 3.8.8 and I have this error message Can't call method Id on an undefined value at /usr/local/share/request-tracker3.8/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. when I click to one solved ticket. I have RTFM2.4.2 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mandatory Custom Fields
Good morning, I have a question about custom fields: In one of our queues we have a CF which has to be filled out by the people maintaining the queue (not the ones submitting the ticket). The CF is of type Select one value. What we'd like to have is the ability to enforce the users maintaining the queue to fill out the value ideally when opening the ticket, at the latest when closing it. We have tried setting the CF validation to Mandatory (?#Mandatory)., but it did not work as expected. Especially, you can still resolve the ticket when writing an answer to the ticket leaving the CF empty. Ideally, RT should reject any status change to an inactive status whatsoever as long as the CF is empty. What would be the best way to do this? Mit freundlichen Grüßen, Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.demailto:torben.neh...@cancom.de www.cancom.dehttp://www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.8 issues
Hi, I am having issues with RT 3.8.8, I am running it on Ubuntu 10.04 perl 5.10. So as to ignore for now any issues with proxying or web servers i am just using the standalone_server built in however, even that seems to be playing up. For example i have set my WebPath to '/rt' but when it starts up it tells me i should connect to http://www.test.com no /rt. Also when loaded up i am not getting the web2 theme or my logo which would indicate to me the NoAuth is not working correctly however, i do not see any errors generated in the logs with regards to this. Any ideas or example on how to debug it further would be appreciated. I have attached my RT_SiteConfig here http://pastie.org/1063508 Thanks Mark 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 not create users in RT?
Mark, Can I just not create those accounts if they are from @domain? Pretty much a ticket with no requestor? A solution to this could be to do the rewriting with pattern matching in the MTA. If you're using Postfix, look at http://www.postfix.org/canonical.5.html. .../Bosse -- Lars Kristian (Bosse) Klykken, Senior Engineer Server Operations / IT Division Norwegian Meteorological Institute http://met.no - http://yr.no 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 not create users in RT?
28.07.2010 15:59 пользователь Lars Kristian Klykken lar...@met.no написал: Mark, Can I just not create those accounts if they are from @domain? Pretty much a ticket with no req... A solution to this could be to do the rewriting with pattern matching in the MTA. If you're using Postfix, look at http://www.postfix.org/canonical.5.html. .../Bosse -- Lars Kristian (Bosse) Klykken, Senior Engineer Server Operations / IT Division Norwegian Meteorological Institute http://met.no - http://yr.no Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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 not create users in RT?
As an option you can feel Users.pm for word canonicalize. 28.07.2010 15:59 пользователь Lars Kristian Klykken lar...@met.no написал: Mark, Can I just not create those accounts if they are from @domain? Pretty much a ticket with no req... A solution to this could be to do the rewriting with pattern matching in the MTA. If you're using Postfix, look at http://www.postfix.org/canonical.5.html. .../Bosse -- Lars Kristian (Bosse) Klykken, Senior Engineer Server Operations / IT Division Norwegian Meteorological Institute http://met.no - http://yr.no Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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 3.8.8 issues
Hello, Standalone server doesn't support webpath. Also, process only one request at a time. 28.07.2010 13:31 пользователь Mark Olliver m...@thermeon.com написал: Hi, I am having issues with RT 3.8.8, I am running it on Ubuntu 10.04 perl 5.10. So as to ignore for now any issues with proxying or web servers i am just using the standalone_server built in however, even that seems to be playing up. For example i have set my WebPath to '/rt' but when it starts up it tells me i should connect to http://www.test.com no /rt. Also when loaded up i am not getting the web2 theme or my logo which would indicate to me the NoAuth is not working correctly however, i do not see any errors generated in the logs with regards to this. Any ideas or example on how to debug it further would be appreciated. I have attached my RT_SiteConfig here http://pastie.org/1063508 Thanks Mark Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] RTAddressRegexp - not clear to me
RT could do that, but that wouldn't catch any email addresses that forward stuff to an RT email address, or if using fetchmail, that forward stuff to an email address RT pulls from. On Tue, Jul 27, 2010 at 5:02 PM, Joseph Spenner joseph85...@yahoo.comwrote: If life gives you lemons, keep them-- because hey.. free lemons. --- On *Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca* wrote: From: Mike Johnson mike.john...@nosm.ca Subject: Re: [rt-users] RTAddressRegexp - not clear to me To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, July 27, 2010, 2:35 PM It's really a safeguard, because not everyone that uses your RT instance is smart enough to prevent loops from happening. And my example showed 2 queues... but you only need email address and a goofy user for a loop to happen that will cripple the system. I've had end-users reply to an email coming from Mike Johnson via RT(which the Reply-To: on those emails is helpd...@nosm.cahttp://mc/compose?to=helpd...@nosm.ca) and cc helpd...@nosm.ca http://mc/compose?to=helpd...@nosm.ca. If you use the ParseNewMessageForTicketCcs, the above can become quite troublesome without RTAddressRegexp, as it would append helpd...@nosm.cahttp://mc/compose?to=helpd...@nosm.caas a Cc email address, which would then email out to helpd...@nosm.ca http://mc/compose?to=helpd...@nosm.ca whenever you do correspondence that a Cc would see... Hope that helps! Mike. Why couldn't the application simply query the database to figure out what the queue email addresses are, and don't permit them to be a recipient? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] External Authentication with LDAPS
Hi,
Try turning on RT's logging in debug mode. That helped me figure out what
was going on with my ExternalAuth. In the log, before the FAILED line you
should see a few lines showing you if it's connecting to your LDAP, finding
user etc.
Work from there!
Mike.
On Wed, Jul 28, 2010 at 3:23 AM, Anthony BRODARD
brodard.anth...@gmail.comwrote:
Hi,
I've installed RT 3.8.7 on a debian lenny with the manual procedure listed
here: http://wiki.bestpractical.com/view/ExternalAuth
So, now i try to configure my RT_Siteconfig.pm to acces at RT via my LDAPS
serveur.
This is a part of my configuration:
#PLUGINS:
Set(@Plugins,(qw(
RT::Extension::MandatorySubject
RT::Extension::MandatoryRequestor
RT::Extension::SearchResults::XLS
RT::Extension::UserDetails
RT::FM
RT::IR
RTx::Tags
RT::Extension::WatchedQueues
RT::Extension::ServiceUpdates
RT::Authen::ExternalAuth
)));
# AUTHENTICATION
Set($ExternalAuthPriority, ['LDAP',]
);
Set($ExternalInfoPriority, ['LDAP',]
);
Set($ExternalServiceUsesSSLorTLS, 1);
# DATABASES CONFIGURATION
Set($ExternalSettings,
{
'LDAP' = {
'type' = 'ldap',
'server'= 'ldap.BLANKED',
'user' = 'BLANKED',
'pass' = 'BLANKED',
'base' = 'dc=blanked,dc=fr',
'filter'= '(uid=*)',
'd_filter' =
'(objectClass=foobar)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' = 'GROUP-NAME',
# 'group_attr'= 'GROUP_ATTR',
'attr_match_list' = 'uid',
'attr_map' = {
'Name' = 'uid',
'EmailAddress' = 'mail',
# 'Organization' = '',
'RealName' = 'cn',
# 'ExternalAuthId' = '',
# 'Gecos' = '',
# 'WorkPhone' = 'telephonenumber',
# 'Address1' = '',
# 'City' = '',
# 'State' = '',
# 'Zip' = '',
# 'Country' = ''
}
}
},
);
1;
When i try to log on, i have a message which said that m'y username or my
password isn't correct.
In the log files (/var/log/apache2/error.log), i have only :
[Tue Jul 27 14:35:28 2010] [error]: FAILED LOGIN for anthony.brodard from
MY_IP (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
Do you know where is the mistake?
After that, i want to activate a session's timeout on RT with mod_perl. Do
you know how can i do?
Regards,
Anthony BRODARD
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.8 issues
It looks to me like it is not supported under fastcgi as well unless i have gone wrong somewhere. I have used the same config as we used for 3.8.2 now under 3.8.8 but using mason_handler.fcgi with lighttpd. If i set the WebPath to '/rt' none of the links include that on the url and the web2 skin does not load. Mark Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.8 issues
It's supported. Changing WebPath is not enough, you have to change server config as well. On Wed, Jul 28, 2010 at 5:20 PM, Mark Olliver m...@thermeon.com wrote: It looks to me like it is not supported under fastcgi as well unless i have gone wrong somewhere. I have used the same config as we used for 3.8.2 now under 3.8.8 but using mason_handler.fcgi with lighttpd. If i set the WebPath to '/rt' none of the links include that on the url and the web2 skin does not load. Mark -- Best regards, Ruslan. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExternalAuth - is there a way to assign groups based on LDAP group when creating the RT user?
As the subject says, I'm looking for a way that ExternalAuth can assign groups when it creates the RT user based on group info in the LDAP. For example, in LDAP John Doe is part of a group called Supportstaff. in RT, when John Doe logs in, I want his user to be added to the group support so that he'll automatically get access to whatever support has access to in RT. I love that LDAP can be used to authenticate, but I don't see how I can setup permissions for LDAP users until they've logged into RT once, so the account is visible in RT to add to groups Any help would be appreciated. Thanks! -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Configure Fetchmail to create tickets
Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to setup sendmail to use external SMTP
Greetings all, I figured I'd just post this to the listserv, so it's archived for others to search on. If you ever want to change sendmail to use an external SMTP so that RT can just be configured to use sendmail, and the rest will flow easily after... * Change directory to where your sendmail configuration files (sendmail.mc and sendmail.cf) are located, usually /etc/mail/. Create a safe subdirectory (suggested name auth/): # mkdir auth # chmod 700 auth Create a filehttp://www.linuxforums.org/forum/debian-linux-help/32459-how-set-up-sendmail-use-external-smtp.html#with your authentication information (suggested name auth/client-info): #cd auth #touch client-info INSIDE THAT FILE PLACE THE FOLLOWING: AuthInfo:your.isp.net U:root I:user Password filling in your ISP's mail server, your user name, and your password. (Note: Earthlink, and perhaps other ISP's, requires your full e-mail address as a user name.) Generate the authentication databasehttp://www.linuxforums.org/forum/debian-linux-help/32459-how-set-up-sendmail-use-external-smtp.html#and make both files readable only by root: # makemap hash client-info client-info # chmod 600 client-info* # cd .. Add the following lines to your sendmail.mc file, filling in your ISP's mail server: define(`SMART_HOST',`your.isp.net')dnl define(`confAUTH_MECHANISMS', `EXTERNAL GSSAPI DIGEST-MD5 CRAM-MD5 LOGIN PLAIN')dnl FEATURE(`authinfo',`hash /etc/mail/auth/client-info')dnl Generate sendmail.cf: # m4 sendmail.mc sendmail.cf Restart the sendmail daemon, e.g., (this depends on your OS, this works for redhat and CentOS): # service sendmail restart This was from http://www.linuxforums.org/forum/debian-linux-help/32459-how-set-up-sendmail-use-external-smtp.html but I thought I'd copy/paste should the resource not exist in the future. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.comwrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.ca wrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
I just added the argument to the .fetchmailrc file, and it returned a syntax error before /usr/sbin/rt-mailgate, which means that the perl we have in /user/bin/perl is wrong, right? there is both a perl and a perl5.8.8 file in there, what does the syntax error mean in this case? the line: username helpd...@mydomain.com password password ssl mda /usr/bin/perl /user/sbin/rt-mailgate --url http://localhost/rt3/ --queue helpdesk --action correspond mydomain is set to my domain, and the password is imputed correctly. Thanks! George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.ca wrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.comwrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.cawrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Setting RT to gather stats and bill for tickets
I'm hoping somebody can point me in the right direction or even better,
somebody has already done this. I've been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It's great. I love it. But it's Perl based and I'm not J
What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).
I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff. When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it's server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say 'this month we did 14 hours of work on
servers, 52 on workstations' Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.
I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?
Any help much appreciated. Thanks in advance.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk http://www.blueivy.co.uk
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Re: [rt-users] Configure Fetchmail to create tickets
On Wed, Jul 28, 2010 at 3:02 PM, Mike Johnson mike.john...@nosm.ca wrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. FYI, our setup here has fetchmail running in the machine (ok, a vm) RT is installed on, which I guess is different than some setups. Main reason is that we did not want to run any scripts in the mail server if we did not have to. We stole the basic idea from http://www.oreillynet.com/linux/blog/2007/08/rt_mailgate.html: mail goes to the rt email account, which then is queried by fetchmail whenever it feels doing so (every 20s in our case). So, our /etc/fetchmailrc looks like this: set syslog; set daemon 20; poll mail.domain.com with protocol imap username rt password cookies mda /usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \ --queue support --action correspond And /etc/default/fetchmail kinda looks like this: # This file will be used to declare some vars for fetchmail # # Uncomment the following if you don't want localized log messages # export LC_ALL=C # If you want to specify any additional OPTION to the start # scripts specify them here # OPTIONS=... # Declare here if we want to start fetchmail. 'yes' or 'no' START_DAEMON=yes # As explained by Mike, you need to make sure that you know where rt-mailgate and perl are hiding in your system. Mauricio On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.ca wrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Configure Fetchmail to create tickets
Hi, It's still passing syntax errors, I have verified that the paths are right, but its finding problems with the perl path. Is there anything that I am doing wrong? I posted the line in my previous post. On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson mike.john...@nosm.ca wrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.cawrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
If you copy/pasted, the error would be you are missing a / infront of your perl path... not sure if you just missed that when you copy/pasted or not... On Wed, Jul 28, 2010 at 3:21 PM, George Simpson simpsongeorg...@gmail.comwrote: Hi, It's still passing syntax errors, I have verified that the paths are right, but its finding problems with the perl path. Is there anything that I am doing wrong? I posted the line in my previous post. On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson mike.john...@nosm.cawrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.cawrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
/usr/bin/perl I think is what I wrote here, is that not correct? On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson mike.john...@nosm.ca wrote: If you copy/pasted, the error would be you are missing a / infront of your perl path... not sure if you just missed that when you copy/pasted or not... On Wed, Jul 28, 2010 at 3:21 PM, George Simpson simpsongeorg...@gmail.com wrote: Hi, It's still passing syntax errors, I have verified that the paths are right, but its finding problems with the perl path. Is there anything that I am doing wrong? I posted the line in my previous post. On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson mike.john...@nosm.cawrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.cawrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
On Wed, Jul 28, 2010 at 4:26 PM, George Simpson simpsongeorg...@gmail.com wrote: /usr/bin/perl I think is what I wrote here, is that not correct? What do you get by typing `which perl` in your machine? On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson mike.john...@nosm.ca wrote: If you copy/pasted, the error would be you are missing a / infront of your perl path... not sure if you just missed that when you copy/pasted or not... On Wed, Jul 28, 2010 at 3:21 PM, George Simpson simpsongeorg...@gmail.com wrote: Hi, It's still passing syntax errors, I have verified that the paths are right, but its finding problems with the perl path. Is there anything that I am doing wrong? I posted the line in my previous post. On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson mike.john...@nosm.ca wrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.ca wrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify Stonebridge Bank
immediately by replying to this message and deleting it from your computer.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
I get /usr/bin/perl upon typing that command, but when I type which rt-mailgate it cannot find it with that command, is that the problem? [rpa...@ec02 ~]$ which perl /usr/bin/perl [rpa...@ec02 ~]$ which rt-mailgate /usr/bin/which: no rt-mailgate in (/usr/kerberos/bin:/usr/local/bin:/bin:/usr/bin:/home/rpatel/bin) On Wed, Jul 28, 2010 at 1:33 PM, Mauricio Tavares raubvo...@gmail.comwrote: On Wed, Jul 28, 2010 at 4:26 PM, George Simpson simpsongeorg...@gmail.com wrote: /usr/bin/perl I think is what I wrote here, is that not correct? What do you get by typing `which perl` in your machine? On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson mike.john...@nosm.ca wrote: If you copy/pasted, the error would be you are missing a / infront of your perl path... not sure if you just missed that when you copy/pasted or not... On Wed, Jul 28, 2010 at 3:21 PM, George Simpson simpsongeorg...@gmail.com wrote: Hi, It's still passing syntax errors, I have verified that the paths are right, but its finding problems with the perl path. Is there anything that I am doing wrong? I posted the line in my previous post. On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson mike.john...@nosm.ca wrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.ca wrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Approvals not working
It worked on 3.4.6, which is the version we were using before 3.8.8.
Foggi, Nicola nfo...@depaul.edu 7/28/2010 4:48 PM
I was never able to get a queue working with approvals other than the default
__Approvals queue, if you use that does it work?
Nicola
-Original Message-
From: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
Subject: [rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify Stonebridge Bank
immediately by replying to this message and deleting it from your computer.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The information in this message may be proprietary and/or confidential, and
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Re: [rt-users] Configure Fetchmail to create tickets
On Wed, Jul 28, 2010 at 4:39 PM, George Simpson simpsongeorg...@gmail.com wrote: I get /usr/bin/perl upon typing that command, but when I type which rt-mailgate it cannot find it with that command, is that the problem? as root (or sudo), find / -name rt-mailgate -print [rpa...@ec02 ~]$ which perl /usr/bin/perl [rpa...@ec02 ~]$ which rt-mailgate /usr/bin/which: no rt-mailgate in (/usr/kerberos/bin:/usr/local/bin:/bin:/usr/bin:/home/rpatel/bin) On Wed, Jul 28, 2010 at 1:33 PM, Mauricio Tavares raubvo...@gmail.com wrote: On Wed, Jul 28, 2010 at 4:26 PM, George Simpson simpsongeorg...@gmail.com wrote: /usr/bin/perl I think is what I wrote here, is that not correct? What do you get by typing `which perl` in your machine? On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson mike.john...@nosm.ca wrote: If you copy/pasted, the error would be you are missing a / infront of your perl path... not sure if you just missed that when you copy/pasted or not... On Wed, Jul 28, 2010 at 3:21 PM, George Simpson simpsongeorg...@gmail.com wrote: Hi, It's still passing syntax errors, I have verified that the paths are right, but its finding problems with the perl path. Is there anything that I am doing wrong? I posted the line in my previous post. On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson mike.john...@nosm.ca wrote: Yes, this all goes into the .fetchmailrc file for the user executing fetchmail, and yes, you'd have to adjust the settings to point to your various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3), and obviously the email server you are needing to pull emails from. HTH. Mike. On Wed, Jul 28, 2010 at 2:24 PM, George Simpson simpsongeorg...@gmail.com wrote: Thanks for the reply! I am really new to all of this, I just became an Intern at this company after one year of college and they asked me to set up RT. The poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond goes in the fetchmail.conf file right? I can do something like that for the .fetchmailrc file, if that is the right one. The difference is that our rt-mailgate path is usr/sbin/rt-mailgate is that all I put for usr/bin/perl /opt/rt3/bin/rt-mailgate? Thanks for the help, and sorry for the complete lack of knowledge. George On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson mike.john...@nosm.ca wrote: In your fetchmail config, you tell fetchmail to send the emails it grabs to a specific process. For RT to create a ticket from an email, you need to give the email to rt-mailgate. You do this through the fetchmail config file. This is an example of one grabbing email from a google apps account and sending it to rt-mailgate poll imap.gmail.com proto imap port 993: username helpd...@mydomain.com password mypassword ssl mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General --action correspond Hope that helps. Mike. On Wed, Jul 28, 2010 at 1:08 PM, George Simpson simpsongeorg...@gmail.com wrote: Hello again. We finally got fetchmail to work! thanks to everyone who helped, it now is up and running. However, we hit a snag while trying to set it up so that people just sent emails to helpd...@myurl.com and it creates a ticket. I think we have to set up aliases in fetchmail so that that email address is forwarded to the RT helpdesk queue, but I cannot seem to find out how to do it. Is there any documentation about doing this anywhere? I cannot seem to find it here nor with the all-powerful google. Thanks in advance, and I really appreciate everyones help! George Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Configure Fetchmail to create tickets
I found it, the path is correct. [r...@ec02 ~]# find / -name rt-mailgate -print /usr/sbin/rt-mailgate /tmp/rt-3.8.8/bin/rt-mailgate /etc/smrsh/rt-mailgate Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT/RTIR Hardware Configuration Recommendation for Large Ticket Volume System
Hello All, We are fairly new to RT/RTIR and was wondering if anyone out there with a annual ticket volume of 50,000 to 100,000 or greater can elaborate a bit on your hardware configuration and tips on tuning as well as scaling up the application. Thanks in advance! Lily Chen Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approvals not working
Here's what I see. A new approval ticket does get created and here's the email
notification. The Queue is ChangeApproval, BUT when I search the ChangeApproval
queue there are no new tickets in there!?
Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
Queue: ChangeApproval
Subject: Approve Change Request for another test
Owner: Nobody
Requestors:
Status: new
Ticket URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461
Someone has created a Change Request. Please review.
Mike
Michael James mja...@stonebridgebank.com 7/28/2010 4:57 PM
It worked on 3.4.6, which is the version we were using before 3.8.8.
Foggi, Nicola nfo...@depaul.edu 7/28/2010 4:48 PM
I was never able to get a queue working with approvals other than the default
__Approvals queue, if you use that does it work?
Nicola
-Original Message-
From: rt-users-boun...@lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users rt-users@lists.bestpractical.com
Subject: [rt-users] Approvals not working
Hi, I used example code on the wiki to create a PO-Request type approval in
RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates
new ticket(s) but isn't quite right yet.
I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
ChangeRequest queue has 1 scrip:
On Create, Create Tickets with template CreateApproval, stage
TransactionCreate. with no User defined conditions.
The CreateApproval template is pretty much cut-n-paste from the wiki:
===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a Change Request. Please review.
ENDOFCONTENT
For the ChangeApproval queue, I copied/pasted all of the scrips and templates
from the default __Approvals queue.
When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created
and notifications are sent to the watchers that a new ticket is awaiting
approval. However, the approvals don't show up in My Approvals. Nor do they
show up in the ChangeApproval queue when I search for them. The
tickets/approvals exist, I can see them in the Tickets table with type=approval.
I can't sort out what I've done wrong. Any ideas?
Mike
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby notified that any dissemination,
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have received this communication in error, please notify Stonebridge Bank
immediately by replying to this message and deleting it from your computer.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify Stonebridge Bank
immediately by replying to this message and deleting it from your computer.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The information in this message may be proprietary and/or confidential, and
protected from disclosure. If the reader of this message is not the intended
recipient, or an employee or agent responsible for delivering this message to
the intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If you
have received this communication in error, please notify Stonebridge Bank
immediately by replying to this message and deleting it from your computer.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
It still has problems at /usr/bin/perl, is there any detailed set up guide for fetchmail and RT on centos that helps with creating tickets via email? thanks so much. On Wed, Jul 28, 2010 at 2:11 PM, George Simpson simpsongeorg...@gmail.comwrote: I found it, the path is correct. [r...@ec02 ~]# find / -name rt-mailgate -print /usr/sbin/rt-mailgate /tmp/rt-3.8.8/bin/rt-mailgate /etc/smrsh/rt-mailgate Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Configure Fetchmail to create tickets
All I can say is that there is something syntatically wrong with your fetchmailrc file... You have to figure out what you got wrong there. man fetchmail and read up on the file to ensure everything is sound in there. HTH Mike. On Wed, Jul 28, 2010 at 5:11 PM, George Simpson simpsongeorg...@gmail.comwrote: I found it, the path is correct. [r...@ec02 ~]# find / -name rt-mailgate -print /usr/sbin/rt-mailgate /tmp/rt-3.8.8/bin/rt-mailgate /etc/smrsh/rt-mailgate -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Append RTFM article under the quote
Hello, Is there a way for the RTFM articles to be automatically pasted under the quoted message ? Regards. -- f3d Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
