[rt-users] Have a programatically set Custom Field trigger a Condition
Hi All
I'm working on implementing a workflow based queue in RT3.6 based on the
instructions here;
http://requesttracker.wikia.com/wiki/WorkFlow
How it works is this.
A master ticket is created with 3 custom fields. Each custom field can have
2 values "Required" and "Completed"
When "Required" is set, a scrip creates a child ticket.
When the child ticket is closed, a scrip updates the master ticket and
changes the Custom Field in that ticket from "Required" to "Complete"
Every thing works fine at this point.
I then decided that it would be a neat idea if when the child task is
completed, the next child task could automatically begin.
In theory, to do this would simply require that the "On Resolve" scrip
update the next Custom Field in the workflow, setting it to "Required" which
should trigger the next child ticket.
After adding a few extra lines to the On Resolve scrip I am now
automatically updating the Custom Field in the next step to "Required",
which should trigger a condition.
This is where I'm stalled.
It seems that the Condition is not triggered when you programmatically set
the Custom Field to "Required". If you unset it and then set it back to
"Required" manually it works just fine.
This is the code for the Condition as per the Workflow wiki page;
8<
# Local condition to check that a custom field
# has been set to "Required".
# -Chuck Boeheim 3/13/06
package RT::Condition::FieldRequired;
require RT::Condition::Generic;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);
=head2 IsApplicable
If the field named as an argument becomes 'Required'.
Only triggers on transitions, not if it already had
that value.
=cut
sub IsApplicable {
my $self = shift;
my $field = $self->Argument;
my $trans = $self->TransactionObj;
if ($trans->Type eq 'Create')
{
return 1 if $trans->TicketObj->FirstCustomFieldValue($field) =~
/^Required/;
}
if ($trans->Type eq 'CustomField')
{
my $cf = RT::CustomField->new($self->CurrentUser);
$cf->Load($field);
return 1 if $trans->Field == $cf->Id && $trans->NewValue =~
/^Required/;
}
return undef;
}
1;
8<
I reckon the trouble is in this particular script, but I don't really know
perl at all so I could be wrong. I am assuming that I might need another
if ($trans->Type eq '???) block maybe?
If anybody has any ideas on what I need to do to make a programatically set
custom field trigger a condition I would sure appreciate it.
I don't want to load up this post with tonnes of code so if there is any
extra info you require please let me know.
Thanks in advance.
--
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2011 Training: http://bestpractical.com/services/training.html
[rt-users] Apache errors after installing RT4
Chnaging the Subject Line to the appropriate issue:
Kevin and Others,
After fighting for few days on the below issue, I thought of changing the OS to
OpenSUSE and get a successful RT4 installation. As luck would have it, I got
the installation completed successfully, including intializing the database.
However, while configure httpd.conf file, I came to know that bin/webmux.pl is
required for instantiating Apache. But, RT4, by default did not install
webmux.pl inside the bin folder. It only had the below files inside the bin
directory.
-rwxr-xr-x 1 root rt 14792 Jul 18 12:33 rt-mailgate
-rwxr-xr-x 1 root rt 77405 Jul 18 12:33 rt
-rwxr-xr-x 1 root rt 13922 Jul 18 12:33 rt-crontool
-rwxr-xr-x 1 root root 12659 Jul 18 12:38 rt-mailgate.in
-rwxr-xr-x 1 root root 12173 Jul 18 12:38 rt-crontool.in
I wanted to test if RT 3.8 will have webmux.pl, mason_handler.fcgi and other
files and so I just decompressed the tar to find the files existing inside the
bin/ folder.
-rwxr-xr-x 1 root root 8017 Jul 18 12:38 mason_handler.svc.in
-rw-r--r-- 1 root root 8024 Jul 18 12:38 mason_handler.svc
-rwxr-xr-x 1 root root 2476 Jul 18 12:38 mason_handler.scgi.in
-rwxr-xr-- 1 root root 2485 Jul 18 12:38 mason_handler.scgi
-rwxr-xr-x 1 root root 3119 Jul 18 12:38 mason_handler.fcgi.in
-rwxr-xr-x 1 root root 3126 Jul 18 12:38 mason_handler.fcgi
-rw-r--r-- 1 root root 7113 Jul 18 12:38 fastcgi_server.in
-rwxr-xr-x 1 root root 5356 Jul 18 12:38 webmux.pl.in
-rwxr-xr-x 1 root root 5346 Jul 18 12:38 webmux.pl
-rwxr-xr-x 1 root root 5524 Jul 18 12:38 standalone_httpd.in
I know that simply copying these files to my RT4 installation will not work but
I still copied it and got the below apache errors when I try to browse the site
(yeah..the site is giving 500 error)
[Tue Jul 19 05:34:24 2011] [error]: For the WebPath config option, use the
empty string instead of / (/opt/rt4/bin/../lib/RT/Config.pm:606)
[Tue Jul 19 05:34:24 2011] [crit]: Can't locate object method "new" via package
"RT::Interface::Web::Handler" at /opt/rt4/bin/webmux.pl line 151.
(/opt/rt4/bin/../lib/RT.pm:340)
[Tue Jul 19 05:34:24 2011] [crit]: Can't locate object method "new" via package
"RT::Interface::Web::Handler" at /opt/rt4/bin/webmux.pl line 151.
Compilation failed in require at /opt/rt4/bin/mason_handler.fcgi line 54.
(/opt/rt4/bin/../lib/RT.pm:340)
Can't locate object method "new" via package "RT::Interface::Web::Handler" at
/opt/rt4/bin/webmux.pl line 151.
Compilation failed in require at /opt/rt4/bin/mason_handler.fcgi line 54.
Any help on getting my new site up and running is higly appreciatable.
Thanks
Raghu
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] on behalf of Kevin Falcone
[falc...@bestpractical.com]
Sent: Monday, July 18, 2011 8:42 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Initilizing database: Coredata Inserting Step failing
(Rights not Granted Error) on Fedora Core 15
On Sat, Jul 16, 2011 at 04:24:47PM +, Raghavendra Lal Kalyankar wrote:
>Hi
>
>From the last few days, I am struggling hard to deploy RT on Fedora 15 box
> as I am still a
>beginner in linux environment. At last, I could install all the
> pre-requisites for RT and made
>sure to resolve all dependencies. However, I am unable to intiliaze the
> database after the
>install.
>It is failing at
>
>RT::Handle::InsertInitialData('RT::Handle=HASH(0xab35f98)') called at
> sbin/rt-setup-database
>line 261
>main::action_coredata('action', 'init', 'skip-create', 1, 'dba',
> 'root') called at
>sbin/rt-setup-database line 197 (/usr/share/perl5/Carp.pm:65)
>Couldn't finish 'coredata' step.
>
>ERROR: System error. Right not granted.
Please show the command you ran to generate this.
Please also show the results of a standard make initdb command.
-kevin
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2011 Training: http://bestpractical.com/services/training.html
[rt-users] Sending Reminder E-Mails
Hi, I've been perusing through a Google search about having RT send reminder e-mails and I've found some things that are rather dated and none of them seem to exactly achieve what I want, so I thought I'd check with the list to see if there is anything I'm not finding. What I'd like to do is send one reminder e-mail per day to each user about tickets that are unowned but that exist in queues that they have access to. So, each user should get one e-mail each day that lists all the unowned tickets that are in queues that they have access to take. Does such a beast exist? -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Tim Gustafsont...@soe.ucsc.edu Baskin School of Engineering 831-459-5354 UC Santa Cruz Baskin Engineering 317B -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Best way to make one custom field change, based on entry in another, using a many to one scenario
Kevin Thanks for the heads up. I'll go an have a look. Regards Roger Sent from my iPhone On 19/07/2011, at 12:58 AM, "Kevin Falcone" wrote: > On Fri, Jul 15, 2011 at 12:13:52PM +1000, Roger Lockerbie wrote: >> 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. > > You may be able to do some of what you want with Linked customfields > and/or external custom fields. You should see the linking mechanism > in the Admin UI when you have a select one custom field, and you can > find external custom fields documentation in the docs directory. > > -kevin > > > > 2011 Training: http://bestpractical.com/services/training.html The information contained in this e-mail message and any accompanying files is or may be confidential. If you are not the intended recipient, any use, dissemination, reliance, forwarding, printing or copying of this e-mail or any attached files is unauthorised. This e-mail is subject to copyright. No part of it should be reproduced, adapted or communicated without the written consent of the copyright owner. If you have received this e-mail in error please advise the sender immediately by return e-mail or telephone and delete all copies. Fairfax does not guarantee the accuracy or completeness of any information contained in this e-mail or attached files. Internet communications are not secure, therefore Fairfax does not accept legal responsibility for the contents of this message or attached files. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager
Kevin,
That was exactly my issue. Thank you.
-Matt
On Mon, Jul 18, 2011 at 11:11, Kevin Falcone wrote:
> On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote:
>> Greetings,
>>
>> This one has been stumping me for a week now so I figure it's time
>> to ask for help. I am trying to create two scrips, neither of which I
>> can get to work. The first and more important is to notify "other
>> recipients" only if the ticket was not submitted by a member of the
>> queue managers group for the appropriate queue.
>>
>> I.E. A user submits a ticket in the ServerAdmin queue, the queue
>> managers for that queue get notified. However, if I submit a ticket in
>> that queue, the rest of the queue managers should not be notified.
>> Notifying the group is not an issue, however whenever I submit a
>> ticket it still causes notification. The User Defined condition I have
>> is:
>>
>> if ($self->TransactionObj->Type eq 'Create') {
>> my $GroupObj = RT::Group->new( $RT::SystemUser );
>> $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
>> if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {
>
> You should $RT::Logger->error() out $self->CurrentUser information, it
> isn't who you think it is.
>
> $self->TransactionObj->CreatorObj->PrincipalObj is likely to be closer
> to what you want
>
> -kevin
>
>> return 0;
>> }
>> return 1;
>> }
>>
>> The LoadUserDefinedGroup paramater should be correct -- I have the
>> group for queue managers named identical to the queue.
>>
>> Thanks,
>> Matt Brennan
>>
>>
>> 2011 Training: http://bestpractical.com/services/training.html
>
>
>
> 2011 Training: http://bestpractical.com/services/training.html
>
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Thanks Kevin, will do. 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: Tuesday, 19 July 2011 12:54 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote: > BTW, does anyone know if the RT user manual (RT Essentials) been updated for > RT4? O'Reilly commissions new editions based on demand. Writing to them to express your interest is probably the easiest thing to do. Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older. -kevin 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Add ticket comment on 'take' action
On Mon, Jul 18, 2011 at 06:27:15PM +, Kris Germann wrote: >Have any of you created or had experience with a scrip where when the > `take' action is >triggered, the current users ID automatically adds a predefined comment > such as "We have >received your request, it will be acted on within the next 24-48 hours". Write a Scrip with a custom condition of "owner changed from Nobody" -kevin pgp9nAhdfSvQ7.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Creating a new user on RT4.0.1 -> Couldn´t load user ''
On Mon, Jul 18, 2011 at 08:14:37PM +0200, Martin Tischmann wrote: > Hi, > i´m having some trouble creating a new user on RT4.0.1. > The webinterface says : Couldn´t load user'' > > Log File says: > Jul 18 19:26:03 server_xyz RT: WebRT: Couldn't load user '' > (/opt/rt4/share/html/Elements/Error:82) > > I googled but didn´t found anything. This has actually been answered on the mailing list several times in the last month. > rt_server and queues seem to run fine. > any help is greatly appreciated. Go to Configuration -> Users -> Select and search for the user using the Go button. They almost certainly already exist in RT and there is a bug preventing the proper error message from being shown (fixed in trunk). -kevin pgpUuwaiVhxkq.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Add ticket comment on 'take' action
Have any of you created or had experience with a scrip where when the 'take' action is triggered, the current users ID automatically adds a predefined comment such as "We have received your request, it will be acted on within the next 24-48 hours". Thanks for the help, Kris Germann Fibernetics Corporation 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Creating a new user on RT4.0.1 -> Couldn´t load user ''
Hi, i´m having some trouble creating a new user on RT4.0.1. The webinterface says : Couldn´t load user'' Log File says: Jul 18 19:26:03 server_xyz RT: WebRT: Couldn't load user '' (/opt/rt4/share/html/Elements/Error:82) I googled but didn´t found anything. rt_server and queues seem to run fine. any help is greatly appreciated. yours sincerely, Martin 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager
Matt,
I'm not sure I got this right, but it sounds like the "others" are NOT
getting a notification when the "Requestor" is NOT a member in the specified
Admin Group. Ticket correspondence can be a little difficult to deal with,
but remembering a few concepts will help:
1) *Queue Watcher* "Cc's" and *Ticket* "Cc's" are *NOT* considered "Others"
by RT. They will always be "Cc's" as far as recipients of correspondence *sent
by RT*.
2) "Others" are always an email address or a UserID you enter into or add to
the "Cc" line at the moment of creating a "reply" from a ticket (or an email
address you have in a template).
3) RT always executes scrips in alphabetical order *by name*.
Therefore, at the time of ticket creation, there is no "Other" person to
receive an email notification from that initial creation, unless you have a
template that overrides "To:" with some address you create from
transaction/ticket data (including a Custom Field). Perhaps you want your
scrip to "Notify Cc's"?
I have a scrip that takes the members of a group and adds them to the "Cc"
list of a ticket (based on certain conditions), so they will be considered
as "Cc's" for any correspondence from that ticket. It's important to
understand the timing of the execution of these scrips (# 3 above). I add
these "Cc's" in the *Custom Prep Code* section AND I make sure that the
execution of the scrip is alphabetically sequenced *before any notification
scrip* could be triggered. I name all my scrips that *add/modify data* in
tickets/transactions with a number followed by a letter (ie. 1a, 1b, 1c)
that way all the 1a's get executed before any 1b's or 1c's and definitely
before any "Notify xxx".
Therefore, I have a scrip that add's "Cc's" to the ticket named "1b Add
Group to Cc" ("1b" because I have some other "1a" scrips I want executed
before it) and then another scrip that is named "Notify Cc's on Create". The
"1b" scrip gets executed first, adding "Cc's" to the ticket info and then
the "Notify Cc's" scrip will be triggered and *every address that is
listed*as a Queue or Ticket "Cc" will get the notification. Viola'.
Obviously, you will want to have a custom condition to NOT send a
notification based on your requirements, but I think you can get the "gist"
of what I'm explaining and use it.
Hope this helps.
Kenn
LBNL
On Fri, Jul 15, 2011 at 2:36 PM, Matt Brennan wrote:
> Greetings,
>
> This one has been stumping me for a week now so I figure it's time
> to ask for help. I am trying to create two scrips, neither of which I
> can get to work. The first and more important is to notify "other
> recipients" only if the ticket was not submitted by a member of the
> queue managers group for the appropriate queue.
>
> I.E. A user submits a ticket in the ServerAdmin queue, the queue
> managers for that queue get notified. However, if I submit a ticket in
> that queue, the rest of the queue managers should not be notified.
> Notifying the group is not an issue, however whenever I submit a
> ticket it still causes notification. The User Defined condition I have
> is:
>
> if ($self->TransactionObj->Type eq 'Create') {
> my $GroupObj = RT::Group->new( $RT::SystemUser );
> $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
> if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {
>return 0;
> }
> return 1;
> }
>
> The LoadUserDefinedGroup paramater should be correct -- I have the
> group for queue managers named identical to the queue.
>
> Thanks,
> Matt Brennan
>
>
> 2011 Training: http://bestpractical.com/services/training.html
>
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT::Authen::ExternalAuth and SSO via Apache authentication for RT4
On 07/18/2011 12:27 PM, James Zuelow wrote: > I did look at the WebExternal settings in RT. Using them, RT does do > authentication and log the user in. But at least in my experience over the > last week it does not synchronize data from from AD. Admittedly, I am doing > this as a side project in addition to my regular job, so I may have missed > the "sync data with AD" tag for WebExternal. With RT-Extension-LDAPImport, you can load users into RT from LDAP and put it cron to keep it current. ExternalAuth _should_ support "info only" mode which syncs the user details on first user create, but that's currently TODO. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Import from Old System and Set Resolved Date
Jason, I think that would work fine. Like Thomas said, you won't see any Queue change in the ticket history. Kenn LBNL On Sun, Jul 17, 2011 at 8:33 AM, Jason Ledford wrote: > As long as that's the only implication I think I can live with that. These > are all resolved tickets and I am importing for historical reasons. > > Thanks for the help. > > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Sunday, July 17, 2011 11:22 AM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Import from Old System and Set Resolved Date > > On 07/16/2011 02:44 PM, Jason Ledford wrote: > > Now my question is can I now move all the tickets with? > > > > update `Tickets` set `Queue` = '3' where `Queue` = '4' > > Note that won't record a transaction in each ticket's history. > > Thomas > > > 2011 Training: http://bestpractical.com/services/training.html > > > 2011 Training: http://bestpractical.com/services/training.html > 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] manage email squelching?
On Mon, Jul 18, 2011 at 03:27:41PM +, Roedel, Mark wrote: >One of our managers would like to know if there's a way - short of > removing the relevant >sections from the ticket maintenance screens - to control the use of the > checkboxes that turn >email notifications to particular users on and off? Alternately, are > there options for >searching for and reporting on tickets where a user's notifications are > squelched? (We're >currently running 3.8.10 but working towards a 4.x upgrade, so answers > applicable to either >version would be helpful.) 4.0.1 gives you some new improved UIs for squelching since you can handle it globally and per-ticket. The ShowOutgoingEmail right controls whether that box shows up. However, it also controls whether you see in transaction history that mail went out. -kevin pgpA7r5a1lTCr.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
RT is integrated to an internal Microsoft Active Directory Server for authentication, and no the email addresses are not corporate ones. (Using Gmail ones etc. to send in emails when they cannot VPN in to access RT, or their domain credentials are locked out etc. The version I believe is 0.07. Gerrard -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 18, 2011 11:06 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote: > We are receiving an error when non-corporate user accounts send email to our > help desk within our production system. Do these users have RT User records? The error implies that they do not. Also, without knowing what version of RT-Extension-CommandByMail that you're running, it isn't possible to look and see what line 484 is doing. -kevin > We are using version 3.8.7 and are seeing the following error when these > emails are received. > > This sounds permissions related somehow. > Thanks for any help you can provide. > Gerrard > ___ > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > Can't call method "HasRight" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277. > > Stack: > [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277] > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223] > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188] > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635] > [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em > ail/Filter/TakeAction.pm:484] > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560] > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377] > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url > http://rt.domain.com/";... Deferred: prog mailer (/usr/sbin/smrsh) > exited with EX_TEMPFAIL > Warning: message still undelivered after 4 hours Will keep trying > until message is 5 days old Download (untitled) > message/delivery-status 456b > Reporting-MTA: dns; rt.domain.com > Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400 > > Original-Recipient: rfc822;bt...@domain.com > Final-Recipient: RFC822; bt...@rt.domain.com > X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT > --action correspond --url http://rt.domain.com/ > Action: delayed > Status: 4.2.0 > Diagnostic-Code: X-Unix; 75 > Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400 > Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400 > > > 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] manage email squelching?
One of our managers would like to know if there's a way - short of removing the relevant sections from the ticket maintenance screens - to control the use of the checkboxes that turn email notifications to particular users on and off? Alternately, are there options for searching for and reporting on tickets where a user's notifications are squelched? (We're currently running 3.8.10 but working towards a 4.x upgrade, so answers applicable to either version would be helpful.) 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Initilizing database: Coredata Inserting Step failing (Rights not Granted Error) on Fedora Core 15
On Sat, Jul 16, 2011 at 04:24:47PM +, Raghavendra Lal Kalyankar wrote:
>Hi
>
>From the last few days, I am struggling hard to deploy RT on Fedora 15 box
> as I am still a
>beginner in linux environment. At last, I could install all the
> pre-requisites for RT and made
>sure to resolve all dependencies. However, I am unable to intiliaze the
> database after the
>install.
>It is failing at
>
>RT::Handle::InsertInitialData('RT::Handle=HASH(0xab35f98)') called at
> sbin/rt-setup-database
>line 261
>main::action_coredata('action', 'init', 'skip-create', 1, 'dba',
> 'root') called at
>sbin/rt-setup-database line 197 (/usr/share/perl5/Carp.pm:65)
>Couldn't finish 'coredata' step.
>
>ERROR: System error. Right not granted.
Please show the command you ran to generate this.
Please also show the results of a standard make initdb command.
-kevin
pgpnlUx2t92sG.pgp
Description: PGP signature
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager
On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote:
> Greetings,
>
> This one has been stumping me for a week now so I figure it's time
> to ask for help. I am trying to create two scrips, neither of which I
> can get to work. The first and more important is to notify "other
> recipients" only if the ticket was not submitted by a member of the
> queue managers group for the appropriate queue.
>
> I.E. A user submits a ticket in the ServerAdmin queue, the queue
> managers for that queue get notified. However, if I submit a ticket in
> that queue, the rest of the queue managers should not be notified.
> Notifying the group is not an issue, however whenever I submit a
> ticket it still causes notification. The User Defined condition I have
> is:
>
> if ($self->TransactionObj->Type eq 'Create') {
> my $GroupObj = RT::Group->new( $RT::SystemUser );
> $GroupObj->LoadUserDefinedGroup( $self->TicketObj->QueueObj->Name );
> if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) {
You should $RT::Logger->error() out $self->CurrentUser information, it
isn't who you think it is.
$self->TransactionObj->CreatorObj->PrincipalObj is likely to be closer
to what you want
-kevin
> return 0;
> }
> return 1;
> }
>
> The LoadUserDefinedGroup paramater should be correct -- I have the
> group for queue managers named identical to the queue.
>
> Thanks,
> Matt Brennan
>
>
> 2011 Training: http://bestpractical.com/services/training.html
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Description: PGP signature
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6
On Fri, Jul 15, 2011 at 01:04:12PM -0700, Gene LeDuc wrote: > I used cpanm to reinstall Test::TCP and now testdeps sees it. I'm > almost certain that there's only 1 perl on this system; it's a > nearly-new RHEL-6 install (I'm the one who built it). Other than > apache and RT, nothing else has been installed. How would I > determine if there are multiple perls installed? You can go looking for perl executables. Also, looking at *where* on disk Test/TCP.pm is installed will tell you what perl is using it. > 1. make testdeps says that all dependencies are found > 2. cpan -t Server::Starter says that Test::TCP is missing and throws > flock() and bad file descriptor errors at line 104 of > share/perl5/Test/SharedFork/Store.pm > 3. cpan -t Test::TCP says it's installed and good > 4. cpanm --reinstall Server::Starter says it's installed and good > 5. cpanm --reinstall Plack::Handler::Starlet says it's installed and good If make testdeps finds everything, then RT should be able to find everything. You can test by running rt-server which uses Starlet. -kevin pgp1UIf6zcmGk.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Restore 3.8.8 DB to 4.0.1
On 07/18/2011 09:06 AM, Max McGrath wrote: > I have an RT 3.8.8 install we've been using for quite some time (the DB > is 200MB) and I also have a fresh 4.0.1 installation. > > Are there any reasons why I can't (or shouldn't) take a backup of my > 3.8.8 database and restore it to my 4.0.1 installation? You can do that as long as you run all the upgrade steps between 3.8.8 and 4.0.1 on the restored database. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote: > We are receiving an error when non-corporate user accounts send email to our > help desk within our production system. Do these users have RT User records? The error implies that they do not. Also, without knowing what version of RT-Extension-CommandByMail that you're running, it isn't possible to look and see what line 484 is doing. -kevin > We are using version 3.8.7 and are seeing the following error when these > emails are received. > > This sounds permissions related somehow. > Thanks for any help you can provide. > Gerrard > ___ > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > Can't call method "HasRight" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277. > > Stack: > [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277] > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223] > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188] > [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635] > [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:484] > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560] > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377] > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url > http://rt.domain.com/";... Deferred: prog mailer (/usr/sbin/smrsh) exited with > EX_TEMPFAIL > Warning: message still undelivered after 4 hours > Will keep trying until message is 5 days old > Download (untitled) > message/delivery-status 456b > Reporting-MTA: dns; rt.domain.com > Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400 > > Original-Recipient: rfc822;bt...@domain.com > Final-Recipient: RFC822; bt...@rt.domain.com > X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT --action > correspond --url http://rt.domain.com/ > Action: delayed > Status: 4.2.0 > Diagnostic-Code: X-Unix; 75 > Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400 > Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400 > > > 2011 Training: http://bestpractical.com/services/training.html pgp8T5uto2rpI.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
All apache files which are relevant for the rt instance. It depends on in which way you have build your apache infrastructure ... for example : you can manage apache with virtual host files or one main httpd.conf .. or you can include additional configs... if you have no idea about the apache configs... check the web_deployment.pod File in your rt4 file under the directory Docs best regards john -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32083911.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] GnuPG encryption to AdminCCs
On 7/18/11 10:47 AM, Kevin Falcone wrote: > If you Comment, why is "On Correspond Notify Requestors and Ccs" > running? That only runs for Reply/Correspondence transactions. I have no idea, but it does. See http://dl.dropbox.com/u/2320220/update.png and http://dl.dropbox.com/u/2320220/update-error.png I clicked on "Comment" from the action menu, selected encrypt and sign, typed the message, took the screen shot, clicked update and got the error. The only two scrips that appear to act on comment are to notify AdminCcs and Other Recipients (and on transaction notify owner, but he's not an owner either). All scrips for the queue: http://dl.dropbox.com/u/2320220/scrips.png -- 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' 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Best way to make one custom field change, based on entry in another, using a many to one scenario
On Fri, Jul 15, 2011 at 12:13:52PM +1000, Roger Lockerbie wrote: >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. You may be able to do some of what you want with Linked customfields and/or external custom fields. You should see the linking mechanism in the Admin UI when you have a select one custom field, and you can find external custom fields documentation in the docs directory. -kevin pgpOzGwA82VRt.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote: > BTW, does anyone know if the RT user manual (RT Essentials) been updated for > RT4? O'Reilly commissions new editions based on demand. Writing to them to express your interest is probably the easiest thing to do. Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older. -kevin pgpm5rUmtP96W.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] GnuPG encryption to AdminCCs
On Thu, Jul 14, 2011 at 05:57:27PM -0400, Steve Huston wrote: > 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. If you Comment, why is "On Correspond Notify Requestors and Ccs" running? That only runs for Reply/Correspondence transactions. -kevin pgpqeO7gtNqw3.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Restore 3.8.8 DB to 4.0.1
Hi all - I have an RT 3.8.8 install we've been using for quite some time (the DB is 200MB) and I also have a fresh 4.0.1 installation. Are there any reasons why I can't (or shouldn't) take a backup of my 3.8.8 database and restore it to my 4.0.1 installation? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
Hi Thomas, what files do i need to check for the apache configuration and the rt error logs? Thomas Sibley wrote: > > On 07/18/2011 08:16 AM, nanastasiou wrote: >> Anyone can help? > > In all likelihood you've misconfigured apache, but without the RT error > logs and apache configuration, we can't really help you. > > Cheers, > Thomas > > > 2011 Training: http://bestpractical.com/services/training.html > > -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32083033.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
On 07/18/2011 08:16 AM, nanastasiou wrote: > Anyone can help? In all likelihood you've misconfigured apache, but without the RT error logs and apache configuration, we can't really help you. Cheers, Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT::Authen::ExternalAuth and SSO via Apache authentication for RT4
On 07/17/2011 07:27 PM, James Zuelow wrote: > In testing I noticed that the debug log was complaining about there not > being a user to authenticate. Since I still had Apache performing NTLM > authentication, I knew there was user information available via REMOTE_USER. > > > Modifying RT::Authen::ExternalAuth's ExternalAuth.pm to take that information > from Apache turned out to be a three line edit. (1) The reason RT::Authen::ExternalAuth doesn't do this is because RT itself has the ability to authenticate using the information in REMOTE_USER. Look at the WebExternal settings in etc/RT_Config.pm. It'll be much more maintainable to use RT's built-in support rather than a hacked up extension you have to patch every time you upgrade. Cheers, Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
Anyone can help? nanastasiou wrote: > > Hi, > > After compiling and installing, I set up the mysql database, configured > RT_SiteConfig.pm and rt4.conf but when i try to get into it the page > doesn't show up properly??? > > http://old.nabble.com/file/p32068825/rt4.JPG rt4.JPG > http://old.nabble.com/file/p32068825/rt4.conf rt4.conf > http://old.nabble.com/file/p32068825/RT_SiteConfig.pm RT_SiteConfig.pm > > I have attached a screenshot, the rt4.conf file and the RT_SiteConfig.pm > file. Any ideas? > > -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32082739.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
