[rt-users] Best way to make one custom field change, based on entry in another, using a many to one scenario

[Roger Lockerbie]

Hi All,

New RT user here (v4.01), firstly thanks for such a complete open source 
product, very impressed and grateful.

I've done some RTFM/RTFW and seen how to set one custom field based on the 
entry of another however, I have want a many to one relationship to exist 
between the orginal custom field (call it CF1) and the one I wish to auto set 
(call it CF2).

I'm guessing I could manually handle the one to many, by making a perl 
(dictionary/pair??) array (sorry if terminology is hopeless, no recent perl 
experience either). And then set CF2 based on this lookup. But I would prefer 
to be able to


a)  Create a lookup table in RT and give queue admins the right to CRUD it

a.   Is there a mechanism/extension in RT4 to do this?

b)  Is there also a mechanism of external lookup tables to be queried in 
the RT schema without kludging in some manual DBI:: into the scrip.


Or is there a better way entirely??

To set the scene, I'm after a user being able to set the newspaper masthead 
they work for via a  populated dropdown custom field, many mastheads may map to 
one database, and one terminal server so something like

Masthead,Database
Border Mail, RegionalDB
Ballarat Courier, REgionalDB
SMH, MetroDB
TheAge, MetroDB
Mercury, MetroDB


CF1 would be where you select the masthead, CF2 would result in showing the 
associated Database.

Note that there could be hundreds, and they may change regularly hence the 
desire to provide some sort of CRUD interface rather than hand coding it within 
a Scrip.

Any suggestions/pointers would be gratefully received.

Thanks in advance,

Roger.


--
Roger Lockerbie
IT Special Projects Manager
Fairfax Media
--
1 McKoy St, Wodonga VIC 3690
T 02 6024 0677 | M 0419 224 383 | F 02 6024 0606
rlocker...@fairfaxmedia.com.au | 
www.fairfaxmedia.com.au

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Re: [rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6

[Kevin Falcone]

On Thu, Jul 14, 2011 at 03:42:31PM -0700, Gene LeDuc wrote:
> 
> The Test::TCP thing is a bit of a mystery to me.  I saw it when I
> installed all the dependencies a couple days ago so I tried to
> install it.  Here's the result:
> 
> cpan[1]> install Test::TCP
> CPAN: Storable loaded ok (v2.30)
> Going to read '/root/.cpan/Metadata'
>   Database was generated on Thu, 14 Jul 2011 19:40:27 GMT
> CPAN: Module::CoreList loaded ok (v2.18)
> Test::TCP is up to date (1.13).
> 
> So it's there, but testdeps isn't seeing it.

This is usually permissions or 2 different perls

> I've also tried installing Server::Starter by itself and I get the
> same error messages about uninitialized values and an unopened file
> handle.
> 
> Writing Makefile for Server::Starter
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> flock() on unopened filehandle at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Bad file descriptor at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> END failed--call queue aborted.

It's worth seeing if selinux is blocking flock for this perl program.

You may get more information by running perl Makefile.PL on
Server-Starter manually and seeing if it gives you anything

-kevin


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Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level

[Joanne Keown]

Hi Kevin,
Thanks very much for the below.

BTW, does anyone know if the RT user manual (RT Essentials) been updated for 
RT4?

Kind regards
Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd 
100 Melbourne Street
South Brisbane  QLD   4101
Ph:    +61  7 3877 3399
Mobile:   0402 697 351
Email: joanne.ke...@coloradogroup.com.au


 Sign up to FUSION now for special member offers at 5 of Australia's leading 
fashion brands.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, 14 July 2011 12:26 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not 
saving at ticket level

On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote:
> Does anyone know of a more elegant way of dealing with that number of 
> Tickets? Because I have to put all my CF's applying to "Tickets", I 
> have over 20 CF's to deal with. It would be nice to be able to 
> arrange/group them on the screen so that the workflow is a bit more 
> elegant.

Some folks use overlays to separate them.

You can order them in the Admin UI.

RT4 added a lot more css and html changes to make this easier, but still no 
grouping.

-kevin

> Would love some hints if anyone has achieved this.
> 
> PS:  Hi Yan;  I have just moved all my "Upload" CF's as applying to Tickets 
> as well.  I can now find these against the relevant ticket.  But, as I said 
> above, it's pretty messy and difficult to deal with.
> 
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Wednesday, 13 July 2011 8:01 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) 
> - not saving at ticket level
> 
> On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
> >I'm obviously missing something.  I have created a number of custom 
> > fields and set them as
> >applying to  "Ticket Transactions", on the expectation that these would 
> > allow me to capture
> >ticket data that I could both report on and update over a period of 
> > time.  However, I notice
> >that any data I captured against these is not being `saved' against the 
> > ticket.
> 
> Ticket Transaction Custom Fields apply to Ticket Transactions.
> They're displayed inline in the ticket history between the header and the 
> content of the transaction.
> 
> If you want to save it against the ticket, you want Ticket Custom Fields.
> 
> You cannot search on Transaction Custom Fields, however all the data is 
> available in the Database.
> 
> -kevin
> 
> >I am getting the impression that, even though it's called "Ticket 
> > Transactions",  it's not
> >actually capturing the data at the ticket level and that my only option 
> > might be to put all
> >these Custom Fields as applying to "Tickets".  This option isn't 
> > desirable as there will now
> >be over 20 Custom Fields on one page - quite overwhelming.  As this 
> > group of cf's are designed
> >to capture process steps taken by our Customer Services staff in 
> > resolving a ticket (also
> >capture notes and file attachments at stages), they provide a prompter 
> > as to what step is next
> >in the resolution process and what stage the ticket is at.
> > 
> > 
> > 
> >Does anyone know of another way of separating the main ticket entry cf's 
> > (Meta data) from the
> >transactional/workflow cf's?


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Re: [rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6

[Gene LeDuc]

Thanks for responding, Kevin.

On 7/14/2011 3:32 PM, Kevin Falcone wrote:

On Thu, Jul 14, 2011 at 03:04:03PM -0700, Gene LeDuc wrote:

Greetings,

I'm installing RT 4.0.1 onto a new RHEL-6 server.  I've done the
./configure step and am now resolving dependencies.  I was able to
fix them all with CPAN except for Plack::Handler::Starlet.  The
error is coming from a Starlet dependency, Server::Starter.
Searching hasn't turned up anything relevant.

I'd really appreciate any insights into this that anyone might have.
This is 64-bit REHL and I have SELinux enforcing, but I don't think
it's the problem because nothing else has burped except for this.


Is your CPAN client configured to follow dependencies?
It appears that you're missing Test::TCP but I see no attempts to
build that.

have you tried

install Server::Starter
or
install Test::TCP

to get lower level on the dependency chain?

-kevin


The Test::TCP thing is a bit of a mystery to me.  I saw it when I 
installed all the dependencies a couple days ago so I tried to install 
it.  Here's the result:


cpan[1]> install Test::TCP
CPAN: Storable loaded ok (v2.30)
Going to read '/root/.cpan/Metadata'
  Database was generated on Thu, 14 Jul 2011 19:40:27 GMT
CPAN: Module::CoreList loaded ok (v2.18)
Test::TCP is up to date (1.13).

So it's there, but testdeps isn't seeing it.

I've also tried installing Server::Starter by itself and I get the same 
error messages about uninitialized values and an unopened file handle.


Writing Makefile for Server::Starter
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
flock() on unopened filehandle at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm 
line 104.

END failed--call queue aborted.

Any other thoughts?

Gene


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Re: [rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6

[Kevin Falcone]

On Thu, Jul 14, 2011 at 03:04:03PM -0700, Gene LeDuc wrote:
> Greetings,
> 
> I'm installing RT 4.0.1 onto a new RHEL-6 server.  I've done the
> ./configure step and am now resolving dependencies.  I was able to
> fix them all with CPAN except for Plack::Handler::Starlet.  The
> error is coming from a Starlet dependency, Server::Starter.
> Searching hasn't turned up anything relevant.
> 
> I'd really appreciate any insights into this that anyone might have.
> This is 64-bit REHL and I have SELinux enforcing, but I don't think
> it's the problem because nothing else has burped except for this.

Is your CPAN client configured to follow dependencies?
It appears that you're missing Test::TCP but I see no attempts to
build that.

have you tried 

install Server::Starter
or
install Test::TCP

to get lower level on the dependency chain?

-kevin

> 
> Here's what I get from testdeps:
> PSGI dependencies:
> CGI::Emulate::PSGI ...found
> CGI >= 3.38 ...found
> CGI::PSGI >= 0.12 ...found
> HTML::Mason::PSGIHandler >= 0.52 ...found
> Plack >= 0.9971 ...found
> Plack::Handler::Starlet ...MISSING
> Can't locate Plack/Handler/Starlet.pm in @INC (@INC
> contains: /usr/local/lib64/perl5 /usr/local/share/perl5
> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
> /usr/lib64/perl5 /usr/share/perl5 /root/rt/rt-4.0.1)
> 
> Here's an excerpt of what CPAN says when I do "install
> Plack::Handler::Starlet"
> 
> Checking if your kit is complete...
> Looks good
> Warning: prerequisite Server::Starter 0.06 not found.
> Writing Makefile for Starlet
> Could not read metadata file. Falling back to other methods to
> determine prerequisites
>  Unsatisfied dependencies detected during 
> KAZUHO/Starlet-0.13.tar.gz
> Server::Starter [requires]
> Shall I follow them and prepend them to the queue of modules we are
> processing right now? [yes]
> 
>   CPAN.pm: Going to build K/KA/KAZUHO/Server-Starter-0.11.tar.gz
> 
> *** Module::AutoInstall version 1.03
> *** Checking for Perl dependencies...
> *** Since we're running under CPAN, I'll just let it take care of
> the dependency's installation later.
> [Core Features]
> - Test::TCP   ...missing. (would need 0.11)
> - Getopt::Long...loaded. (2.38)
> - List::MoreUtils ...loaded. (0.32)
> - Proc::Wait3 ...loaded. (0.04)
> - Scope::Guard...loaded. (0.20)
> *** Module::AutoInstall configuration finished.
> Checking if your kit is complete...
> Looks good
> Writing Makefile for Server::Starter
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Use of uninitialized value in ref-to-glob cast at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> flock() on unopened filehandle at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> Bad file descriptor at
> /usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
> END failed--call queue aborted.
> Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site]
>   KAZUHO/Server-Starter-0.11.tar.gz
>   /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> Running make for K/KA/KAZUHO/Starlet-0.13.tar.gz
>   Has already been unwrapped into directory
> /root/.cpan/build/Starlet-0.13-eGHCED
> 
>   CPAN.pm: Going to build K/KA/KAZUHO/Starlet-0.13.tar.gz
> 
> Warning: Prerequisite 'Server::Starter => 0.06' for
> 'KAZUHO/Starlet-0.13.tar.gz' failed when processing
> 'KAZUHO/Server-Starter-0.11.tar.gz' with 'writemakefile => NO
> '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2304'.
> Continuing, but chances to succeed are limited.
> 
> 
> 2011 Training: http://bestpractical.com/services/training.html


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[rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6

[Gene LeDuc]

Greetings,

I'm installing RT 4.0.1 onto a new RHEL-6 server.  I've done the 
./configure step and am now resolving dependencies.  I was able to fix 
them all with CPAN except for Plack::Handler::Starlet.  The error is 
coming from a Starlet dependency, Server::Starter.  Searching hasn't 
turned up anything relevant.


I'd really appreciate any insights into this that anyone might have. 
This is 64-bit REHL and I have SELinux enforcing, but I don't think it's 
the problem because nothing else has burped except for this.


Thanks in advance,
Gene

Here's what I get from testdeps:
PSGI dependencies:
CGI::Emulate::PSGI ...found
CGI >= 3.38 ...found
CGI::PSGI >= 0.12 ...found
HTML::Mason::PSGIHandler >= 0.52 ...found
Plack >= 0.9971 ...found
Plack::Handler::Starlet ...MISSING
Can't locate Plack/Handler/Starlet.pm in @INC (@INC 
contains: /usr/local/lib64/perl5 /usr/local/share/perl5 
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
/usr/lib64/perl5 /usr/share/perl5 /root/rt/rt-4.0.1)


Here's an excerpt of what CPAN says when I do "install 
Plack::Handler::Starlet"


Checking if your kit is complete...
Looks good
Warning: prerequisite Server::Starter 0.06 not found.
Writing Makefile for Starlet
Could not read metadata file. Falling back to other methods to determine 
prerequisites

 Unsatisfied dependencies detected during 
KAZUHO/Starlet-0.13.tar.gz
Server::Starter [requires]
Shall I follow them and prepend them to the queue of modules we are 
processing right now? [yes]


  CPAN.pm: Going to build K/KA/KAZUHO/Server-Starter-0.11.tar.gz

*** Module::AutoInstall version 1.03
*** Checking for Perl dependencies...
*** Since we're running under CPAN, I'll just let it take care of the 
dependency's installation later.

[Core Features]
- Test::TCP   ...missing. (would need 0.11)
- Getopt::Long...loaded. (2.38)
- List::MoreUtils ...loaded. (0.32)
- Proc::Wait3 ...loaded. (0.04)
- Scope::Guard...loaded. (0.20)
*** Module::AutoInstall configuration finished.
Checking if your kit is complete...
Looks good
Writing Makefile for Server::Starter
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Use of uninitialized value in ref-to-glob cast at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
flock() on unopened filehandle at 
/usr/local/share/perl5/Test/SharedFork/Store.pm line 104.
Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm 
line 104.

END failed--call queue aborted.
Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site]
  KAZUHO/Server-Starter-0.11.tar.gz
  /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
Running make for K/KA/KAZUHO/Starlet-0.13.tar.gz
  Has already been unwrapped into directory 
/root/.cpan/build/Starlet-0.13-eGHCED


  CPAN.pm: Going to build K/KA/KAZUHO/Starlet-0.13.tar.gz

Warning: Prerequisite 'Server::Starter => 0.06' for 
'KAZUHO/Starlet-0.13.tar.gz' failed when processing 
'KAZUHO/Server-Starter-0.11.tar.gz' with 'writemakefile => NO 
'/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2304'. 
Continuing, but chances to succeed are limited.



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[rt-users] GnuPG encryption to AdminCCs

[Steve Huston]

I've been experimenting with GnuPG encryption on the queue we have, and
I like how it handles things.  I did, however, notice one bit of
strangeness.

I tried to add a comment to a ticket and encrypt it through the web
interface, and was met with the error "You are going to encrypt outgoing
email messages, but there is a problem with a recipient's public key.
You have to fix the problem with the key, disable sending a message to
that recipient, or disable encryption."

The problem is that the user in question will not be receiving a copy of
the message - they are not an AdminCC, only a CC.  Yes, I can go down
and uncheck the box for him in "On Correspond Notify Requestors and Ccs"
but since this is a comment anyway I think it might be a bug that it's
checking.  If so, I'm happy to go file a proper ticket - just wanted to
clear it up here first.

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |ICBM Address: 40.346525   -74.651285
206 Peyton Hall |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
(267) 793-0852  | headlong into mystery."  -Rush, 'Cygnus X-1'


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[rt-users] Help with scrip using DiffAsString

[Kenneth Crocker]

To list,

I'm trying to create a scrip that gives me the difference between the
started date and the resolved date when the ticket is resolved:

This is my scrip:

Condition: On Resolve
Action: User-defined
Template: Blank
Stage: TransBatch

Custom Prep Code:
return 1;

Custom Cleanup Code:

# Set initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $timeworked = $ticket->TimeWorked;
my $started = $ticket->StartedObj;
my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();
my $worked = $now->DiffAsString($started);

# Set value for TimeWorked if not already set

unless ($timeworked)
{
 $ticket->SetTimeWorked($worked);
 return 1;
}
return 0;

This was what was in the log:

DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xcfbcfe0)',
'Field', 'TimeWorked', 'Value', '5 sec', 'IsSQL', 'undef') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line
139
DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xcfbcfe0)',
'Field', 'TimeWorked', 'Value', '5 sec', 'IsSQL', 'undef') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 745
DBIx::SearchBuilder::Record::_Set('RT::Ticket=HASH(0xcfbcfe0)', 'Field',
'TimeWorked', 'Value', '5 sec', 'IsSQL', 'undef') called at
/opt/rt3/bin/../local/lib/RT/Record.pm line 482
RT::Record::_Set('RT::Ticket=HASH(0xcfbcfe0)', 'Field', 'TimeWorked',
'Value', '5 sec') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line
3313RT::Ticket::_Set('RT::Ticket=HASH(0xcfbcfe0)', 'Field',
'TimeWorked', 'Value', '5 sec') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 440
DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xcfbcfe0)', '5 sec')
called at (eval 595) line 16eval '# Set initial values
 my $trans = $self->TransactionObj;my $ticket = $self->TicketObj;my
$timeworked = $ticket->TimeWorked;
my $started = $ticket->StartedObj;#my $duration = \'DAY\';my $now = new
RT::Date($RT::SystemUser);$now->SetToNow();my $worked =
$now->DiffAsString($started);
 # Set value for TimeWorked if not already set
 unless ($timeworked){ $ticket->SetTimeWorked($worked); return
1;}
return 0;' called at /opt/rt3/bin/../lib/RT/Action/UserDefined.pm line 78

I don't understand where the "...'Value', '5 sec'" came from.

I also tried this with "Diff" and I get a resulting value.

Anyone have any idea what I'm doing wrong.

I wanted to use "Duration" but couldn't get it to run. I don't understand
what parms it needs.

Any help would be appreciated.

Thanks.

Kenn
LBNL


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[rt-users] REST - Create Ticket with Attachment

[Alexandre Miguel Aniceto]

Hi all,

I've been developing a interface to RT, using REST, in PHP.

I am able to upload attachments on ticket reply (correspond/comment) but I'm 
not able to add attachments when creating a new Ticket.

Anyone knows if this is a "feature" ? Should it work?

Thanks in advance,

Alexandre Miguel Aniceto


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Re: [rt-users] Special Projects Queue

[Yan Seiner]

On Thu, July 14, 2011 10:22 am, Thomas Sibley wrote:
> On 07/14/2011 01:19 PM, Yan Seiner wrote:
>> This is a special case.  We have a project that will run several years,
>> and involve several consultants, and probalby spawn a few hundred (or
>> more) tickets.
>
> With that level of activity, why not just create a whole new queue?

That's what I did.  I created a "special proejcts queue" and this is the
only ticket tree in it.  All the tickets need to be child tickets of the
main ticket to allow us to track the schedule.  I'm struggling with the
proper permissions for everyone in it.

Maybe I'm making this too complicated - but this is our pilot
implementation so we're trying all sorts of new things.

--Yan




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Re: [rt-users] Special Projects Queue

[Thomas Sibley]

On 07/14/2011 01:19 PM, Yan Seiner wrote:
> This is a special case.  We have a project that will run several years,
> and involve several consultants, and probalby spawn a few hundred (or
> more) tickets.

With that level of activity, why not just create a whole new queue?

Thomas


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Re: [rt-users] Special Projects Queue

[Yan Seiner]

That's what I normall do...

This is a special case.  We have a project that will run several years,
and involve several consultants, and probalby spawn a few hundred (or
more) tickets.  I may need to give some people permissions to see some
tickets nad not others.  I thought I had it figured out with this, but I
obviously don't.

I'm struggling with how to integrate people from outside the organization
into a coherent team using RT...

I'm not as familiar with permissions as I should be.  I'm getting better,
but still

:-)

On Thu, July 14, 2011 9:29 am, Kenneth Crocker wrote:
> Yan,
>
> My personal preference is to put any group of ticket owners, team members,
> those with similar permission needs, etc. into a User-defined group per
> Queue. They can have all of the permissions you could grant a role. The
> main
> reason I like that is because when it comes to emails, I really like to
> differentiate between "Groups of Ticket Owners, team members, etc." and
> the
> REAL Admin person that may want to see some emails, just not all of them.
> By
> putting all these members into the AdminCc role, it promts the question of
> "where do you put the REAL AdminCc"? I have many situations where the
> Admin
> of a support group doesn't want all the notices, but they want the team
> members to be aware, etc. It's just a way for me to look down the line in
> the future and say "What if I have to differentiate these people"? By
> doing
> it the way I do, I CAN differentiate when I need to. I already have them
> separated by Group/role rather than clumping them together. This might
> allow
> you to debug your current situation as well, especially if you granted
> some
> of these "AdminCc" roles GLOBAL rights.
>
> Just a thought. Hope it helps.
>
> Kenn
> LBNL
>
> On Thu, Jul 14, 2011 at 8:34 AM, Yan Seiner  wrote:
>
>> I am setting up a special projects queue.  We have several "special
>> projects" which involve a team of about 8-10 people from both inside and
>> outside the company.  The basic idea is that each project gets a root
>> ticket in the queue, with the team members set up as adminCCs.  The
>> adminCCs have a broad range of rights on the tickets, including setting
>> watchers, modifyihg the ticket, etc.
>>
>> The idea is that each special project uses the root ticket and creats
>> child tickets under it.  This works pretty well, except
>>
>> Once the root ticket is set up with the correct adminCCs, creating a
>> child
>> ticket should mean tha the adminCCs are inherited.  For some
>> unfathomable
>> reason, it seems that only some of the adminCCs are being inherited; the
>> rest get a "•Couldn't set AdminCc watcher: Permission Denied" error.  I
>> have been all through the users and there doesn't seem to be any
>> difference in any of the users or the permissions.  All priveledged
>> users
>> have "watch" and "watch as adminCC" rights.
>>
>> I don't understand why only some of the users are being denied.  Is
>> there
>> a way to get a more verbose error?
>>
>>
>> 
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
> !DSPAM:4e1f19a5320121480513369!
>
> 
> 2011 Training: http://bestpractical.com/services/training.html
>
> !DSPAM:4e1f19a5320121480513369!
>


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com




2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Special Projects Queue

[Kenneth Crocker]

Yan,

My personal preference is to put any group of ticket owners, team members,
those with similar permission needs, etc. into a User-defined group per
Queue. They can have all of the permissions you could grant a role. The main
reason I like that is because when it comes to emails, I really like to
differentiate between "Groups of Ticket Owners, team members, etc." and the
REAL Admin person that may want to see some emails, just not all of them. By
putting all these members into the AdminCc role, it promts the question of
"where do you put the REAL AdminCc"? I have many situations where the Admin
of a support group doesn't want all the notices, but they want the team
members to be aware, etc. It's just a way for me to look down the line in
the future and say "What if I have to differentiate these people"? By doing
it the way I do, I CAN differentiate when I need to. I already have them
separated by Group/role rather than clumping them together. This might allow
you to debug your current situation as well, especially if you granted some
of these "AdminCc" roles GLOBAL rights.

Just a thought. Hope it helps.

Kenn
LBNL

On Thu, Jul 14, 2011 at 8:34 AM, Yan Seiner  wrote:

> I am setting up a special projects queue.  We have several "special
> projects" which involve a team of about 8-10 people from both inside and
> outside the company.  The basic idea is that each project gets a root
> ticket in the queue, with the team members set up as adminCCs.  The
> adminCCs have a broad range of rights on the tickets, including setting
> watchers, modifyihg the ticket, etc.
>
> The idea is that each special project uses the root ticket and creats
> child tickets under it.  This works pretty well, except
>
> Once the root ticket is set up with the correct adminCCs, creating a child
> ticket should mean tha the adminCCs are inherited.  For some unfathomable
> reason, it seems that only some of the adminCCs are being inherited; the
> rest get a "•Couldn't set AdminCc watcher: Permission Denied" error.  I
> have been all through the users and there doesn't seem to be any
> difference in any of the users or the permissions.  All priveledged users
> have "watch" and "watch as adminCC" rights.
>
> I don't understand why only some of the users are being denied.  Is there
> a way to get a more verbose error?
>
>
> 
> 2011 Training: http://bestpractical.com/services/training.html


2011 Training: http://bestpractical.com/services/training.html

[rt-users] Special Projects Queue

[Yan Seiner]

I am setting up a special projects queue.  We have several "special
projects" which involve a team of about 8-10 people from both inside and
outside the company.  The basic idea is that each project gets a root
ticket in the queue, with the team members set up as adminCCs.  The
adminCCs have a broad range of rights on the tickets, including setting
watchers, modifyihg the ticket, etc.

The idea is that each special project uses the root ticket and creats
child tickets under it.  This works pretty well, except

Once the root ticket is set up with the correct adminCCs, creating a child
ticket should mean tha the adminCCs are inherited.  For some unfathomable
reason, it seems that only some of the adminCCs are being inherited; the
rest get a "•Couldn't set AdminCc watcher: Permission Denied" error.  I
have been all through the users and there doesn't seem to be any
difference in any of the users or the permissions.  All priveledged users
have "watch" and "watch as adminCC" rights.

I don't understand why only some of the users are being denied.  Is there
a way to get a more verbose error?



2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Audit log?

[Jeff Blaine]

On 7/14/2011 10:06 AM, Kevin Falcone wrote:

On Wed, Jul 13, 2011 at 01:56:19PM -0400, Jeff Blaine wrote:

Has anyone come up with a clever way to audit
changes?  Is there something built-in that I
am missing?

I'd like to know, for *one* example, when someone
defines a new custom field (global or the queue
name it was done in, the field name, etc).

We're using RT 3.8.7, soon to 3.8.10


To follow up on what Ruz said, all that data is in the Database, you
can report on it from the DB level.


Thanks, that's what I was intending to do, but
wanted to ask first to make sure I was not missing
something in RT.

If it's presentable, I'll pass along what I figure out
and develop.


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Audit log?

[Kevin Falcone]

On Wed, Jul 13, 2011 at 01:56:19PM -0400, Jeff Blaine wrote:
> Has anyone come up with a clever way to audit
> changes?  Is there something built-in that I
> am missing?
> 
> I'd like to know, for *one* example, when someone
> defines a new custom field (global or the queue
> name it was done in, the field name, etc).
> 
> We're using RT 3.8.7, soon to 3.8.10

To follow up on what Ruz said, all that data is in the Database, you
can report on it from the DB level.

-kevin


pgp7lrPSCDHwt.pgp
Description: PGP signature


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Setting up HTTPS on RT 3.8

[Thomas Sibley]

On 07/13/2011 04:56 AM, Brahim Sakka wrote:
> Hello list,
> 
> I have an RT 3.8 installation and I want to set up HTTPS (no mixed
> content, everything over HTTPS).
> Anyone can tell me how to do that (and sorry for the noob question) ?

It's just the appropriate apache config and editing your
etc/RT_SiteConfig.pm so $WebPort is set to 443.

Thomas


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Setting up HTTPS on RT 3.8

[john s.]

Hello Brahim,,

No there is now https setting in the configuration file which you could 
set

i think you should make some redirect matches in apache  that rt doesn't
make an fallback on http  

best regards john .. 
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2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Setting up HTTPS on RT 3.8

[Brahim Sakka]

Thanks everyone for the quick responses :)

John, I have an idea about how to deploy SSL on a website. And as a matter
of fact I'm using Ubuntu as an OS. However I've posted the question here
because I've seen other threads talking about RT redirecting to http (rather
than HTTPS) when a ticket is created, modified, etc. So I wanted to know if
there is any special configuration for RT.

2011/7/14 john s. 

>
> @Brahim:
>
>
> I think you take good  on it to get sth Background Knowledge of it .
>
> Which Operating System you have?
>
> for example a good tutorial with some explanations for ubuntu:
> https://help.ubuntu.com/community/forum/server/apache2/SSL
>
>
> best regards john
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Setting-up-HTTPS-on-RT-3.8-tp32051984p32059058.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> 
> 2011 Training: http://bestpractical.com/services/training.html
>

Best Regards,
Brahim


2011 Training: http://bestpractical.com/services/training.html

[rt-users] [solved]Re: RT 3.8 to 4 update DB issues

[john s.]

I solved the problem by myself ...


you have to set the DB correctly a the beginning with the /.configure
--with-db-database flag 


best regards johnn 
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2011 Training: http://bestpractical.com/services/training.html