[rt-users] setting up rt for a screen reader user using jaws for windows

[Marvin Hunkin]

?hi.


if any blind geek gurus on this list.
able to help me set up this help desk software.
or if not possible.
for windows vista.
let me know.
or maybe any other recommendations for simple, easy to use and accessible help 
desk software for an assignment.
tried a number of different types of help desk.
and not very accessible.
any help desk or technions on this list.
Thank you.
marvin.
ps: here's the address for the remote tracker software.
http://www.bestpractical.com/
RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] Truncate display of Custom Field in Query

[Kenneth Crocker]

To list,

I want to run a Query in RT and I want to truncate the value in one of the
Custom Fields I'm displaying and don't know how to do that.

Does anyone have a way to do that?

Kenn
LBNL

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Using qx in scrip to run a shell script?

[Peter Roosakos]

Yeah, probably a bad idea to be using RT scrips to do this from a security
standpoint, but when it didn't work it peaked my curiosity.  I'll play with
rights to see if this is indeed the only reason it didn't work...

Thanks for the reply!

Peter


-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] 
Sent: Friday, October 01, 2010 12:08 PM
To: Peter Roosakos
Cc: rt-users
Subject: Re: [rt-users] Using qx in scrip to run a shell script?

On Fri, Oct 1, 2010 at 14:58, Peter Roosakos  wrote:
> I was curious if it is possible to use the perl ‘qx’ or similar command
> inside of a custom action scrip to run a system level shell script.  My
goal
> is to automate the process of restarting a system service or daemon.  I
> tried putting a couple of qx commands in the scrip. No errors, but no
> restart either.
Unless it's poorly configured, your webserver should not be root and
therefore
iughtn't not have the rights to do this.

Although more complex, if I were keen on such functionality, I'd have the
script send a magic cookie to an alias connected to a script that does your
dirty deed. Security of said script is left as a a blanket for the user to
throw
right out the door, but rejecting messages not originating on localhost
would
be a start.

Otherwise have you considered *shudder* SNMP?
-- 
Cambridge Energy Alliance: Save money. Save the planet.


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8?

[Josh Narins]

I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1]

For performance reasons, he drops the indices before the insert, then recreates 
them after. All perfectly logical, but his scripts were based on 3.8.4

I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so 
that the index recreation works as expected.

Thanks in advance:

CREATE INDEX Attachments1 ON Attachments (Parent) ;
CREATE INDEX Attachments2 ON Attachments (TransactionId) ;
CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId) ;
CREATE INDEX Links4 ON Links(Type,LocalBase);
CREATE INDEX Principals2 ON Principals (ObjectId);
CREATE INDEX Groups2 On Groups  (lower(Type), lower(Domain), Instance);
CREATE INDEX Transactions1 ON Transactions (ObjectType, ObjectId);
CREATE INDEX  ACL1 on ACL(ObjectId, ObjectType);
CREATE INDEX  ACL2 ON ACL(PrincipalId, PrincipalType);
CREATE INDEX  ACL3 ON ACL(RightName);
CREATE INDEX CachedGroupMembers2 on CachedGroupMembers (MemberId);
CREATE INDEX CachedGroupMembers3 on CachedGroupMembers (GroupId);
CREATE INDEX DisGrouMem  on CachedGroupMembers (GroupId,MemberId,Disabled);
CREATE INDEX Users3 ON Users (lower(EmailAddress));
CREATE INDEX Users4 ON Users (EmailAddress);
CREATE INDEX Tickets1 ON Tickets (Queue, Status) ;
CREATE INDEX Tickets2 ON Tickets (Owner) ;
CREATE INDEX Tickets3 ON Tickets (EffectiveId) ;
CREATE INDEX Tickets4 ON Tickets (id, Status) ;
CREATE INDEX Tickets5 ON Tickets (id, EffectiveId) ;
CREATE INDEX ObjectCustomFieldValues1 ON ObjectCustomFieldValues 
(CustomField,ObjectType,ObjectId,Content);
CREATE INDEX ObjectCustomFieldValues2 ON ObjectCustomFieldValues 
(CustomField,ObjectType,ObjectId);
CREATE INDEX CustomFieldValues1 ON CustomFieldValues (CustomField);
CREATE INDEX Attributes1 on Attributes(Name);
CREATE INDEX Attributes2 on Attributes(ObjectType, ObjectId);



[1] - http://bonsai.xs4all.nl/cgi-bin/gitweb.cgi?p=rt-migration.git


Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

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Re: [rt-users] Using qx in scrip to run a shell script?

[Jerrad Pierce]

On Fri, Oct 1, 2010 at 14:58, Peter Roosakos  wrote:
> I was curious if it is possible to use the perl ‘qx’ or similar command
> inside of a custom action scrip to run a system level shell script.  My goal
> is to automate the process of restarting a system service or daemon.  I
> tried putting a couple of qx commands in the scrip. No errors, but no
> restart either.
Unless it's poorly configured, your webserver should not be root and therefore
iughtn't not have the rights to do this.

Although more complex, if I were keen on such functionality, I'd have the
script send a magic cookie to an alias connected to a script that does your
dirty deed. Security of said script is left as a a blanket for the user to throw
right out the door, but rejecting messages not originating on localhost would
be a start.

Otherwise have you considered *shudder* SNMP?
-- 
Cambridge Energy Alliance: Save money. Save the planet.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Using qx in scrip to run a shell script?

[Peter Roosakos]

I was curious if it is possible to use the perl 'qx' or similar command
inside of a custom action scrip to run a system level shell script.  My goal
is to automate the process of restarting a system service or daemon.  I
tried putting a couple of qx commands in the scrip. No errors, but no
restart either.

 

Peter

 


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Question on "ModifyCustomField" Rights

[Kenneth Crocker]

To list,

Back in 3.6 X days, I believe that the only way to "See" or "Modify" a
Custom Field was by granting that right to a group while in the
Config->CustomField screen. I could be wrong, but at any rate, I remember
granting rights to a lot of CF's that way.

I now have 3.8.7and I see these rights while in Config->Queues->Group
Rights.

What's the difference? Does one take priority over the other?

Thanks in advance.

Kenn
LBNL

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Help with some bounce emails

[seb...@gmail.com]

Hello List,

We are experiencing some bounced email using the default sendmailpipe
on the RT box.

This is an example of a bounce:

Remote host said: 550-Verification failed for 
550-Called:   XXX.XXX.XXX.XXX
550-Sent: RCPT TO:

Any help?
Thanks
Seb.-

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] SMTP for email

[Bill Cole]

seb...@gmail.com wrote, On 9/30/10 2:24 PM:

On Thu, Sep 30, 2010 at 2:42 AM, Emmanuel Lacour
  wrote:

On Tue, Sep 28, 2010 at 03:25:11PM -0300, seb...@gmail.com wrote:

Hi Folks,

Is there any way we could use our external qmail server to handle RT
outgoing emails, instead of the default internal sendmailpipe?
If so, setup details will be appreciated.



 From RT_Config.pm

C<$MailCommand>  defines which method RT will use to try to send mail.
We know that 'sendmailpipe' works fairly well.  If 'sendmailpipe'
doesn't work well for you, try 'sendmail'.  Other options are 'smtp'
or 'qmail'.


I saw that line, but were to but the SMTP IP, account details, etc.-?
Remember we are on 3.6.10


so you can use smtp. THought, it can be less reliable if your smtp
server went unavailable. Also, as you propably set up your RT on an Unix
box, this is very recommended to have a small smtp sendmail compatible
on it to handle system emails. So why not use it for you're outgoing
emails and set your qmail as a relayhost for this smtp?


We prefer to have smtp centralized.


You may want to think about this more carefully.

Sendmail and drop-in replacements for it like Postfix are not solely or even 
primarily SMTP servers, they provide a multi-function email subsystem. That 
spares applications (such as RT) from a need to implement a robust mail 
handling subsystem of their own, and means that if you have the local mail 
submission and outbound routing parts of Sendmail (or its replacement) 
configured correctly, all of your applications can send mail in a consistent 
and robust way without having to implement their own SMTP client or 
queue/retry infrastructure. Sendmail (or any proper replacement for it) can 
easily be configured to only accept mail via local submission paths (i.e. 
the sendmail binary and/or network daemons listening only on the loopback 
address) and to route all mail through a centralized 'hub' system. The 
alternative of having each application on each system configured to talk 
SMTP directly to the central hub means you have to maintain SMTP 
configurations for each application and your central hub needs to 
accommodate the limitations and idiosyncrasies of each application's SMTP 
client implementation. By having applications submit mail to the local mail 
service (i.e. port 25 or 587 on localhost or a sendmail executable) you 
isolate the applications' mail weaknesses to the host where they each run 
and get a single well-behaved and robust SMTP client implementation talking 
to your SMTP hub. With security tools available on some systems you can even 
enforce restrictions to block anything other than the shared mail subsystem 
(i.e. sendmail) from making outbound SMTP connections.


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Asset Comments.

[Mark Jenks]

I am running 3.8.8 and AT 1.2.4b1.

 

What are the comments for?  I add comments and nothing shows up
anywhere?  Even in history.

 

-Mark

 

 



Mark Jenks

Network Administrator

iod incorporated

mark.je...@iodincorporated.com  

920-406-3702

 


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Re: [rt-users] Queue specific templates

[Dustin Berube]

Thanks Kenn I implemented these changes yesterday and it worked great.

On Sep 29, 2010 5:00 PM, "Dustin Berube"  wrote:


> Dustin,
>
> Just name the template the same name as the Global template and RT will
use the Queue-...

Thanks for the info Kenn. I will give this a try tomorrow morning.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] custom field help

[Ian Atkinson]

> I've seen this happen when your Custom Field value has trailing
> whitespace.  Parts of RT strip that and other parts don't (there is
> already a fix to always strip in trunk).  I suggest you check your
> values carefully.
> 
> -kevin

Kevin you're a star, that was exactly the problem! It's sorted now thank you! :)

Ian

RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] rt2mbox

[Jerrad Pierce]

Hi all,

Thought I'd share my experiences
rt2mbox
on 3.8.2, and ask for ideas on how to overcome some warts. It is
pretty handy if you ever
need to downgrade to a plain email box based system, or want an
offline/backup copy to
read in Thunderbird. However, it seems it's threading is a little weak
(as determined by
opening in Thunderbird and importing into GMail), which seems odd
since RT has "perfect"
knowledge of the threads...

However, more problematic is the fact that although it includes the
date on the mbox from
line, it omits a proper date date header for messages originating on
the server e.g; created
via the web interface or REST. This probably contributes to the
mangled threads, but also
really mucks up searching and sorting.

Alas, our system is down for the count so we may be stuck with the
mangled dates.

Cheers!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] SMTP for email

[seb...@gmail.com]

On Thu, Sep 30, 2010 at 2:42 AM, Emmanuel Lacour
 wrote:
> On Tue, Sep 28, 2010 at 03:25:11PM -0300, seb...@gmail.com wrote:
>> Hi Folks,
>>
>> Is there any way we could use our external qmail server to handle RT
>> outgoing emails, instead of the default internal sendmailpipe?
>> If so, setup details will be appreciated.
>>
>
> From RT_Config.pm
>
> C<$MailCommand> defines which method RT will use to try to send mail.
> We know that 'sendmailpipe' works fairly well.  If 'sendmailpipe'
> doesn't work well for you, try 'sendmail'.  Other options are 'smtp'
> or 'qmail'.

I saw that line, but were to but the SMTP IP, account details, etc.-?
Remember we are on 3.6.10

> so you can use smtp. THought, it can be less reliable if your smtp
> server went unavailable. Also, as you propably set up your RT on an Unix
> box, this is very recommended to have a small smtp sendmail compatible
> on it to handle system emails. So why not use it for you're outgoing
> emails and set your qmail as a relayhost for this smtp?

We prefer to have smtp centralized.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!