Re: [rt-users] Reduce RAM usage of mysql and apache on RT install 1GB Ram vps
Am 24.08.2011 15:48, schrieb Gilbert Rebeiro: Understood, I have upgraded the memory to 2GB. Let's see how it works. Which RT Version do you run? It would be great if you could share your experiences with me. We moved your RT 3.8.6 some weeks ago from a 32bit Debian lenny machine to a 64bit Debian squeeze VM with 4GB RAM. Since then the apache processes eating up all the memory. As we don't changed the RT Version I think it's not RT fault. I guess there is a memory leak in one of the Perl modules. We use all the Perl modules from the Debian repository. -Chris RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Undefined subroutine RT::Interface::Email::GetForwardFrom after upgrade to 4.0.2 from 4.0.1
Hi, Anybody else get this error after upgrading to 4.0.2 from 4.0.1? Undefined subroutine RT::Interface::Email::GetForwardFrom called at /opt/rt4/share/html/Ticket/Forward.html line 115. I checked and found that the RT/Interface/Email.pm file had not been updated in the upgrade, thus the lack of a GetForwardFrom routine. Here's my output from make upgrade: /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-modperl2 perl: =5.8.3(5.10.1) ...found users: rt group (www-data) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www-data) ...found web group (www-data) ...found CLI dependencies: Term::ReadKey ...found Getopt::Long = 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found Text::ParseWords ...found LWP ...found CORE dependencies: DateTime = 0.44 ...found Class::ReturnValue = 0.40 ...found Text::Quoted = 2.02 ...found Regexp::IPv6 ...found CSS::Squish = 0.06 ...found Encode = 2.39 ...found DateTime::Locale = 0.40 ...found Module::Versions::Report = 1.05 ...found MIME::Entity = 5.425 ...found Digest::SHA ...found List::MoreUtils ...found DBI = 1.37 ...found Locale::Maketext::Lexicon = 0.32 ...found Devel::StackTrace = 1.19 ...found Digest::base ...found Text::Password::Pronounceable ...found Devel::GlobalDestruction ...found Time::ParseDate ...found File::Temp = 0.19 ...found Locale::Maketext = 1.06 ...found Tree::Simple = 1.04 ...found Text::Template = 1.44 ...found Scalar::Util ...found HTML::Quoted ...found HTML::Scrubber = 0.08 ...found File::Spec = 0.8 ...found DBIx::SearchBuilder = 1.59 ...found Sys::Syslog = 0.16 ...found Mail::Mailer = 1.57 ...found File::ShareDir ...found Regexp::Common ...found Digest::MD5 = 2.27 ...found HTML::Entities ...found Cache::Simple::TimedExpiry ...found File::Glob ...found Class::Accessor = 0.34 ...found Locale::Maketext::Fuzzy ...found Time::HiRes ...found Text::Wrapper ...found Regexp::Common::net::CIDR ...found Net::CIDR ...found Log::Dispatch = 2.23 ...found UNIVERSAL::require ...found Email::Address ...found DASHBOARDS dependencies: HTML::RewriteAttributes = 0.04 ...found MIME::Types ...found GD dependencies: GD::Text ...found GD ...found GD::Graph ...found GPG dependencies: PerlIO::eol ...found GnuPG::Interface ...found GRAPHVIZ dependencies: IPC::Run ...found GraphViz ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found HTML::TreeBuilder ...found Getopt::Long ...found HTML::FormatText ...found LWP::UserAgent ...found MASON dependencies: Storable = 2.08 ...found CSS::Squish = 0.06 ...found Apache::Session = 1.53 ...found Errno ...found Devel::StackTrace = 1.19 ...found IPC::Run3 ...found CGI::Cookie = 1.20 ...found Text::WikiFormat = 0.76 ...found XML::RSS = 1.05 ...found HTML::Mason = 1.43 ...found Digest::MD5 = 2.27 ...found JSON ...found MODPERL2 dependencies: Apache::DBI ...found HTML::Mason = 1.36 ...found MYSQL dependencies: DBD::mysql = 2.1018 ...found 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 ...found SMTP dependencies: Net::SMTP ...found USERLOGO dependencies: Convert::Color ...found All dependencies have been found. /usr/bin/install -c -m 0755 -o root -g www-data -d /opt/rt4/etc /usr/bin/install -c -m 0440 -o root -g www-data etc/RT_Config.pm /opt/rt4/etc/RT_Config.pm [ -f /opt/rt4/etc/RT_SiteConfig.pm ] || /usr/bin/install -c -m 0640 -o root -g www-data etc/RT_SiteConfig.pm /opt/rt4/etc/RT_SiteConfig.pm Installed configuration. About to install RT in /opt/rt4 /usr/bin/install -c -m 0755 -d /opt/rt4/var/log /usr/bin/install -c -m 0755 -d /opt/rt4/share/fonts /usr/bin/install -c -m 0755 -d /opt/rt4/share/po /usr/bin/install -c -m 0770 -d /opt/rt4/var/mason_data /usr/bin/install -c -m 0770 -d /opt/rt4/var/mason_data/cache /usr/bin/install -c -m 0770 -d /opt/rt4/var/mason_data/etc /usr/bin/install -c -m 0770 -d /opt/rt4/var/mason_data/obj /usr/bin/install -c -m 0770 -d /opt/rt4/var/session_data /usr/bin/install -c -m 0755 -d /opt/rt4/share/html /usr/bin/install -c -m 0755 -d /opt/rt4/local/html /usr/bin/install -c -m 0755 -d
Re: [rt-users] Using Scrips assign CustomFields to incoming Tickets (from a pre-defined list of Custom Fields)
Hi Behzad As you mentioned, you want to update both on create and correspond. The scip parameters says it would only trigger on correspond Have you tried to modify the condition to On Create or clone this scrip and change the condition of new one to On Create I didn't go through your code but that condition make sense My code below (Scrip) simply parses the Subject line of incoming tickets, and should attempt to create ( update) an incoming Ticket based on what shows up in the Subject line. Problem: Tickets do get created as I send my emails to RT, yet they do not get set with the Custom Field (from a pre-defined set of custom fields), and Custom Field stays as no value A) my Scrip parameters (using the web interface) == Scrip Description: OnCreateAddCF Condition: On Correspond Action: User Defined Template: Correspondence-XYZ Stage:TransactionCreate smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ranking in RT
On 08/25/2011 09:27 PM, Jain Jacob wrote: We are trying to set up ranking for tickets (should be unique) in a particular queue. Is there a way to implement this with custom field or with any other method. Any suggestion will be appreciated. You'll have to explain more what you mean. It sounds like maybe you just want a clever use of priority or dates. You can, of course, create a ticket custom field named Ranking and do what you'd like with it. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Set Ticket Owner to Nobody by Default
Hello Everybody Is there any way to set the Ticket owner to nobody if i create an new ticket best regards john s. -- View this message in context: http://old.nabble.com/Set-Ticket-Owner-to-Nobody-by-Default-tp32341743p32341743.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Undefined subroutine RT::Interface::Email::GetForwardFrom after upgrade to 4.0.2 from 4.0.1
On 08/26/2011 07:36 AM, Michael Johnson wrote: Anybody else get this error after upgrading to 4.0.2 from 4.0.1? Undefined subroutine RT::Interface::Email::GetForwardFrom called at /opt/rt4/share/html/Ticket/Forward.html line 115. Nope, we didn't get that error when we upgraded 4.0.1 instances to 4.0.2. http://issues.bestpractical.com, for example, doesn't exhibit that. I checked and found that the RT/Interface/Email.pm file had not been updated in the upgrade, thus the lack of a GetForwardFrom routine. That's unusual. Send the output of this command: find /opt/rt4/ -not -path '*/man/*' -type f -path '*/local/*' -or -regex '.*?_\(Overlay\|Local\|Vendor\)\.pm' Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl
On Thu, Aug 25, 2011 at 11:59:50AM -0500, Brian Murphy wrote: I only get the login failed message back from web.pm. The account I am using is already in RT and being used so is this a problem. I was assuming the id would exist and just the auth would be done externally. If you get those 3 lines while loading the page, you're going to get at least those three lines when typing in your username and password before getting the LOGIN FAILED. In reality, it'll probably look more like (I'm using a sqlite db for this example, but the code path is the same) Attempting to use external auth service: mydb Calling UserExists with $username (bob) and $service (mydb) Password validation required for service - Executing... Trying external auth service: mydb RT::Authen::ExternalAuth::DBI::GetAuth External Auth OK ( mydb ): bob Authentication successful. Now updating user information and attempting login. RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth Attempting to get user info using this external service: mydb Attempting to use this canonicalization key: Name RT::Authen::ExternalAuth::CanonicalizeUserInfo returning EmailAddress: b...@example.com, ExternalAuthId: bob, Name: bob, RealName: UPDATED user ( bob ) from External Service Successful login for bob from 127.0.0.1 Autohandler called ExternalAuth. Response: (1, Successful login) -kevin - Original Message - From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, August 25, 2011 9:46:01 AM Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl On Wed, Aug 24, 2011 at 04:42:04PM -0500, Brian Murphy wrote: Thanks for the tip on the logging kevin. Seeing the following, don't know eactly what to make of it. [Wed Aug 24 21:38:37 2011] [debug]: Attempting to use external auth service: EIUAD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Aug 24 21:38:37 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Aug 24 21:38:37 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) Those are the messages you get when the login page pops up. What do you get after typing your username and password in? -kevin - Original Message - From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Wednesday, August 24, 2011 4:18:08 PM Subject: Re: [rt-users] rt4 and External Auth to AD 2008 non-ssl On Wed, Aug 24, 2011 at 01:09:15PM -0500, Brian Murphy wrote: I am trying desparately to get this goingnd am not seeing that my externalauth is even being called. I am attaching my RT_SiteConfig.pm for review. I am a newbie and don't know much about anything RT as yet. I see very little in my /var/log/messages other tham LOGIN failed for x from web.pm, so I don't really think my externalauth is really in play as of yet. Any assistance in getting this going would be greatly appreciated. You don't appear to have turned your logging level up, most useful logs are at the debug level. LogToScreen is probably the easiest, because they'll end up in your apache error log. -kevin # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # There should only be one @Plugins declaration in your config file. #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail RT::Extension::ActivityReports))); #Set(@Plugins,(qw(RT::Extension::ActivityReports))); Set(@Plugins,(qw(RT::Extension::ActivityReports RT::Authen::ExternalAuth))); Set( $CorrespondAddress, '' ); Set( $rtname, 'EIU ITS Campus Technology' ); Set( $DatabaseRequireSSL, '' ); Set( $WebPort, '8080' ); Set( $DatabaseType, 'mysql' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'localhost' ); Set( $CommentAddress, '' ); Set($Timezone, US/Central); Set($UnsafeEmailCommands, 1); Set($ParseNewMessageForTicketCcs, 1);
Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
Is this too obvious? The needs are to initiate a ticket (email) that doesn't send an autoreply but is an email with the request showing the proper ticket number in subject line. This would then be sent to the organization (email address) that needs to perform the task: This way we can track the open task. We can have updates populate the ticket when they reply to the email. A RT user would be the requester in this case Is anyone doing this? There must be a way. Gilbert. On 25/08/2011 9:11 AM, Gilbert Rebeiro wrote: Hi, We constantly have to open an order with outside suppliers, the ideal would be to open a ticket in RT and have it email with a Ticket Number from RT the request. These requests have attachments associated with them. Any ideas on how to do this? My RT user should be the requestor. Is there an easy way to accomplish this? Perhaps this is simple and I am not seeing it properly. Thanks in advance, Gilbert. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Solved: Undefined subroutine RT::Interface::Email::GetForwardFrom after upgrade to 4.0.2 from 4.0.1
On Fri, Aug 26, 2011 at 07:36:16AM -0400, Michael Johnson wrote: Hi, Anybody else get this error after upgrading to 4.0.2 from 4.0.1? Undefined subroutine RT::Interface::Email::GetForwardFrom called at /opt/rt4/share/html/Ticket/Forward.html line 115. I checked and found that the RT/Interface/Email.pm file had not been updated in the upgrade, thus the lack of a GetForwardFrom routine. ... The problem seems to have been that my bash environment had a CDPATH setting that apparently confused the library installation routine. CDPATH=/home/admin It looks like the installation script cded into /home/admin/lib instead of /usr/src/rt-4.0.2/lib -- I ended up with directories from /home/admin/lib in /opt/rt4/lib unset CDPATH followed by a make upgrade fixed the problem. -- Thanks, Michael RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
On 08/26/2011 10:08 AM, Gilbert Rebeiro wrote: Is this too obvious? The needs are to initiate a ticket (email) that doesn't send an autoreply but is an email with the request showing the proper ticket number in subject line. This would then be sent to the organization (email address) that needs to perform the task: This way we can track the open task. We can have updates populate the ticket when they reply to the email. A RT user would be the requester in this case Is anyone doing this? There must be a way. Set yourself as the requestor and the supplier as the ticket Cc. Make sure they have the rights to reply. If you want CCs to get mail on ticket create, you may need to add the trivial scrip On Create Notify Ccs with Template Correspondence or modify one of the existing ones to include CCs. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Questions about ColumnMap, Sorting Excel
On Thu, Aug 25, 2011 at 09:44:14PM +, Jennifer Koermer wrote: When I click on the field to sort by the customized column, the tickets all disappear. Is it possible to sort tickets based on a custom ColumnMap (calculated from the ticket values)? Is it possible to create customized searches base on customized fields (calculated from the ticket values)? Is it possible to export these values to Excel? I suspect RT is trying to do a DB sort, screwing up your sorting. Do you want to search on Response Time 1h ? Those both sound like things that really want to be stored in Custom Fields if possible. RT4 should export custom columnmaps to excel fine, since it parses your Format for the search, rather than using a list of things to export like RT3.8 does. I know I could make this all work with Custom Fields, but I do not want to give our users the ability to change this informationbut that just seems a little messy. Just don't grant ModifyCustomField on those custom fields and your users won't be able to touch them. -kevin pgpXWHzmCnBDL.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
On 26/08/2011 10:19 AM, Thomas Sibley wrote: On 08/26/2011 10:08 AM, Gilbert Rebeiro wrote: Is this too obvious? The needs are to initiate a ticket (email) that doesn't send an autoreply but is an email with the request showing the proper ticket number in subject line. This would then be sent to the organization (email address) that needs to perform the task: This way we can track the open task. We can have updates populate the ticket when they reply to the email. A RT user would be the requester in this case Is anyone doing this? There must be a way. Set yourself as the requestor and the supplier as the ticket Cc. Make sure they have the rights to reply. If you want CCs to get mail on ticket create, you may need to add the trivial scrip On Create Notify Ccs with Template Correspondence or modify one of the existing ones to include CCs. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 I don't see a way to create a ticket and add a cc in one step. I do have the quick create how would I modify this to add any fields like cc ? RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
On 08/26/2011 10:24 AM, Gilbert Rebeiro wrote: I don't see a way to create a ticket and add a cc in one step. The standard ticket create form has a Cc field right below Requestor. Click the New ticket in button for a queue at the top of any page. I do have the quick create how would I modify this to add any fields like cc ? Using callbacks, if they're available. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Modifying menus in RT4
Is there a better way to add items to the menus in RT4 than creating and maintaining a $RT_HOME/local/html/Elements/Tabs? Mark Roedel Webmaster Enrollment Services LeTourneau University 903-233-3535 (w) | 903-233-3105 (f) www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Modifying menus in RT4
On 08/26/2011 10:28 AM, Roedel, Mark wrote: Is there a better way to add items to the menus in RT4 than creating and maintaining a $RT_HOME/local/html/Elements/Tabs? Yes. Use callbacks and the Menu() and PageMenu() functions to get the RT::Interface::Web::Menu objects. The API is documented there. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
I just migrated from RT 3.8.8 to 4.0.1 (debian-version/-repository) just with dbdump and a fresh RT4-installation. I copied the RT_SiteConf-file into my RT-folder and tried to run /usr/sbin/rt-setup-database but it always failed to use MySQL, it was a real nightmare because it always wanted to change some SQLite3-database. I had to modify that nasty /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common file to use my mysql-database, had cost me 2 days to figure out :( After modifying i run update-rt-siteconfig-4 to write some stuff In the end running /usr/sbin/rt-setup-database --dba rt --prompt-for-dba-password --action upgrade worked for me FINALLY Too bad, that this is SO undocumented (until now). RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
On Fri, Aug 26, 2011 at 10:08:21AM -0400, Gilbert Rebeiro wrote: Is this too obvious? The needs are to initiate a ticket (email) that doesn't send an autoreply but is an email with the request showing the proper ticket number in subject line. This would then be sent to the organization (email address) that needs to perform the task: This way we can track the open task. We can have updates populate the ticket when they reply to the email. A RT user would be the requester in this case Is anyone doing this? There must be a way. I would try installing the command by mail extention for RT and using the: AddCc: address Add new Cc watcher using the email address command to add the email address of the vendor. I think the AddCc occurs before the email notifications are sent. So if you use the reply address with the normal notification scrips it should work. This will result in an autoreply to the person opening the ticket, but I think you want that as confirmation that the ticket was opened and properly processed. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
Sounds like it might do the trick, let me try and let you know. On 26/08/2011 10:22 AM, John Rouillard wrote: On Fri, Aug 26, 2011 at 10:08:21AM -0400, Gilbert Rebeiro wrote: Is this too obvious? The needs are to initiate a ticket (email) that doesn't send an autoreply but is an email with the request showing the proper ticket number in subject line. This would then be sent to the organization (email address) that needs to perform the task: This way we can track the open task. We can have updates populate the ticket when they reply to the email. A RT user would be the requester in this case Is anyone doing this? There must be a way. I would try installing the command by mail extention for RT and using the: AddCc:address Add new Cc watcher using the email address command to add the email address of the vendor. I think the AddCc occurs before the email notifications are sent. So if you use the reply address with the normal notification scrips it should work. This will result in an autoreply to the person opening the ticket, but I think you want that as confirmation that the ticket was opened and properly processed. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
On 08/26/2011 08:39 AM, Danny Althoff wrote: I just migrated from RT 3.8.8 to 4.0.1 (debian-version/-repository) just with dbdump and a fresh RT4-installation. I copied the RT_SiteConf-file into my RT-folder and tried to run /usr/sbin/rt-setup-database but it always failed to use MySQL, it was a real nightmare because it always wanted to change some SQLite3-database. I realize there probably aren't docs for upgrading between the debian packages, but the docs that the RT tarballs ship with explicitly tell you _not_ to just copy your RT_SiteConfig between 3.8 and 4.0 because it creates a world of pain. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RT 4.0.1 - Edit Search?
In rt-3.x, when a user did a simple search the result page had an edit search button on the top right of the page. In rt-4.0.1 the only way I can see to edit the results of the simple search is to click on Tickets on the top menu. Is there a way to add the edit search to the Tickets Menu? Thank You, Scott RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
oh, i forgot to tell that i DID modify my RT_SiteConfig to fit the new allowed values (looked into the RT_Config for it). i DO know that copying old-configs into new systems always makes the world into a new hell, but that was what i've done: i made a copy, transfered it and wiped out all old that was obsolete RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
On Tue, Jul 05, 2011 at 01:45:54PM -0700, Paul O'Rorke wrote: I do nightly mysqldumps of the database and tar up the contents of /usr/local/share/request-tracker3.8, /usr/share/request-tracker3.8 and /etc/request-tracker3.8 My question is : It possible to run the upgrade scripts on the database and get the data in the new instance (RT4) without actually upgrading my 3.8.4? or do I have to run the upgrade process on my 3.8.4 instance? I believe you're confusing upgrading the libraries and upgrading your database. You can install RT 4.0.2 on a new server and import your database and then run the database upgrade steps. Running the 3.8.4 data under 4.0.2 will not work. You *must* review the database upgrade steps documented in the README and in docs/UPGADING-3.8 and 4.0 and then complete all of the steps relevant to your install. -kevin pgpYOMwqMeXXl.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RT_SiteConfig problems
Hello,I am trying to use RT_SiteConfig to setup some customizations.I have:Set($WebImagesURL, RT-Config-Get('WebPath') . "/NoAuth/images/");Set($LogoURL, RT-Config-Get('WebImagesURL') . "webmail_logo.png");Set($LogoImageHeight, 85);Set($LogoImageWidth, 184);Set there. Can anyone tell me what they are supposed to do? I cant see that they make any difference.I would like to see that any time bpslogo.png is called, that it is replaced with my logo. E.G. The footer.I see that they are properly loaded when I go to Configutation-Tools-System COnfiguration page.Many thanks,Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke
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RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT 4.0.1 - Edit Search?
On 08/26/2011 10:41 AM, Kevin Falcone wrote: On Fri, Aug 26, 2011 at 10:03:26AM -0500, Scott wrote: In rt-3.x, when a user did a simple search the result page had an edit search button on the top right of the page. In rt-4.0.1 the only way I can see to edit the results of the simple search is to click on Tickets on the top menu. Is there a way to add the edit search to the Tickets Menu? I believe you've noticed a bug reported recently that Simple Search lost all the tabs. There's a branch for fixing that in place for 4.0.3, but it's part of a larger set of cleanups for the search tabs in 4.0.3. You can read more about it and a potential patch at http://issues.bestpractical.com/Ticket/Display.html?id=18202 I tried looking at it, but I'm being sent to the login page. Do I need to sign up somewhere to get a login? Thanks Kevin. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA --- September 26 27, 2011 * San Francisco, CA, USA --- October 18 19, 2011 * Washington DC, USA --- October 31 November 1, 2011 * Melbourne VIC, Australia --- November 28 29, 2011 * Barcelona, Spain --- November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] First outbound correspondence.
I feel I am closer to getting the first outbound correspondence. Looking in the Transactions table directly I can see there is a Type column that identifies 'Correspond' and EmailRecord. There is an oncreate scrip that fires so that sends the first EmailRecord for the ticket in the Transactions table. So I know to omit the first EmailRecord. Does it seem reasonable to use the second EmailRecord to identify the first email sent to the requestor from a human not a scrip? Thanks for all the help. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ranking in RT
Hi Thomas, Thank you for your reply. We need to implement straight ranking for tickets in a particular queue. In other words the value should be unique for each ticket in a particular queue. Suppose if we use custom field to rank the tickets how we can ensure that the value we enter is unique for that queue and not repeated. Please let me know if you need further details. Thanks, Jain Jacob From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Date: 08/26/2011 09:09 AM Subject: Re: [rt-users] Ranking in RT On 08/25/2011 09:27 PM, Jain Jacob wrote: We are trying to set up ranking for tickets (should be unique) in a particular queue. Is there a way to implement this with custom field or with any other method. Any suggestion will be appreciated. You'll have to explain more what you mean. It sounds like maybe you just want a clever use of priority or dates. You can, of course, create a ticket custom field named Ranking and do what you'd like with it. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
On Fri, August 26, 2011 8:39 am, Kevin Falcone wrote: You can install RT 4.0.2 on a new server and import your database and then run the database upgrade steps. Running the 3.8.4 data under 4.0.2 will not work. You *must* review the database upgrade steps documented in the README and in docs/UPGADING-3.8 and 4.0 and then complete all of the steps relevant to your install. We're planning to do the same thing; I have 3.8.10 as my production system and I have set up 4.0.2 as the new system. Right now 4.0.2 is set up and running but I have not imported the 3.8.10 database. From reading the various READMEs I have to run the upgrade script. My question is how do I get the 3.8.10 database data into the rt4 database? Do I just do the mysql dump thing: mysql -u #username# -p rt4 rt3.dump and then run /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Thanks. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT 4.0.1 - Edit Search?
On 08/26/2011 11:54 AM, Scott wrote: I tried looking at it, but I'm being sent to the login page. Do I need to sign up somewhere to get a login? You may login with guest/guest. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Migrating to RT4 with external auth
I have 3.8.10 set up with local users. We will be migrating to 4.0 with external auth. I'd like to keep the users' tickets straight but I messed up when I set up the original database. The 3.8.10 instance uses local users with first names all in lower case. Our AD uses first name and last initial, capitalized. Thus: 3.8.10 - yan (rt user) 4.0.2 - YanS (external auth via AD) Is it possible to migrate my tickets from yan to YanS? --Yan RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Upgrade or migrate to RT4?
On Fri, Aug 26, 2011 at 09:34:19AM -0700, Yan Seiner wrote: On Fri, August 26, 2011 8:39 am, Kevin Falcone wrote: You can install RT 4.0.2 on a new server and import your database and then run the database upgrade steps. Running the 3.8.4 data under 4.0.2 will not work. You *must* review the database upgrade steps documented in the README and in docs/UPGADING-3.8 and 4.0 and then complete all of the steps relevant to your install. We're planning to do the same thing; I have 3.8.10 as my production system and I have set up 4.0.2 as the new system. Right now 4.0.2 is set up and running but I have not imported the 3.8.10 database. From reading the various READMEs I have to run the upgrade script. My question is how do I get the 3.8.10 database data into the rt4 database? Do I just do the mysql dump thing: mysql -u #username# -p rt4 rt3.dump and then run /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Yes, with one caveat. You need to ensure that any tables that do exist in rt4 aren't there after you import the rt3 database, so you probably want to drop the rt4 database and create it empty before importing (or figure out what tables to drop manually). -kevin pgpyILx5Q7jcv.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ranking in RT
Jain, Like Thomas said, you'd have to create your own CF. you would then need to implement some sort of Cron job to evaluate (you would have to determine some sort of ranking criteria) them ALL on a regular basis since the ranking value for each might have to be modified based on the criteria. How often it runs would also be up to you, nightly? Kenn LBNL On Thu, Aug 25, 2011 at 6:27 PM, Jain Jacob jain.ja...@sherwin.com wrote: Hi Everyone, We are trying to set up ranking for tickets (should be unique) in a particular queue. Is there a way to implement this with custom field or with any other method. Any suggestion will be appreciated. RT 3.8.8 Thanks, Jain Jacob RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Using Scrips assign CustomFields to incoming Tickets (from a pre-defined list of Custom Fields)
Thanks Payam,
But that's not the reason (though I tried created another Scrip for the On
Create condition as well, and that did not make any difference
Currently:
1) my emails do come into RT,
2) a Ticket gets generated (or an already created Ticket's content gets
updated)
3) However, the Custom Field for the Ticket never gets updated
Trouble is, my Scrip is not even being seen by RT...and since I am not familiar
with all the objects, my guess is I am calling the wrong object [i.e.,
(LoadByName(Name = $cf_key) could potentially be the wrong call for setting a
Custom Field of incoming Tickets]:
#Custom Field Name to be Set
my $cf = RT::CustomField-new(RT-SystemUser);
#Set Ticket's CustomField, based on Subject line!
foreach $cf_key (keys %cf_hash)
if ( $t_subject =~ /$cf_key/i ) {
$cf-LoadByName(Name= $cf_key;
}
..Again, my Custom Fields are already defined (about 10 of them). All I need
to do is to Update a new Ticket with the proper Custom Field, based on the
Subject line of the Ticket.
Thanks,
Behzad
On Aug 26, 2011, at 5:30 AM, Payam Poursaied wrote:
Hi Behzad
As you mentioned, you want to update both on create and correspond. The scip
parameters says it would only trigger on correspond
Have you tried to modify the condition to “On Create” or clone this scrip and
change the condition of new one to “On Create”
I didn’t go through your code but that condition make sense
My code below (Scrip) simply parses the Subject line of incoming
tickets, and should attempt to create ( update) an incoming Ticket based
on what shows up in the Subject line.
Problem:
Tickets do get created as I send my emails to RT, yet they do not
get set with the Custom Field (from a pre-defined set of custom fields), and
Custom Field stays as no value
A) my Scrip parameters (using the web interface)
==
Scrip Description: OnCreateAddCF
Condition: On Correspond
Action: User Defined
Template: Correspondence-XYZ
Stage:TransactionCreate
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* Chicago, IL, USA September 26 27, 2011
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* Barcelona, Spain November 28 29, 2011
[rt-users] RT Group ID's huge
Hi all, I just noticed that our RT 3.8.4 system has strangly large group ID numbers. We've been running RT a long long time (since 2006), but there is no way we have as many groups as RT is reporting. Just taking a peek under: Configuration-Groups I see about 70 active groups. There are probably only a couple groups I've disabled. I'm the only RT administrator, so I know the history of our RT system very well. I also see that when I create new groups, the group ID's are huge numbers. I've always just assumbed that RT is doing something cleaver when it assigns a group ID (not sequential). ...but I just created two new groups and they did get sequential group IDs of 278704 and 278705. I just created a new group a few days ago, and it got a group ID of 278576. So, I'm not sure what RT is doing. Seems sequential sometimes, but not other times. When I look at this page: Configuration - Tools - System Configuration I see... RT Size --- Tickets63817 Queues 79 Transactions 1328880 Groups 266937 Privileged Users 226 Unprivileged Users 11042 All of those stats seem reasonable except Groups 266937. So I'm wondering if something is messed up with our database? Any thoughts? This is RT 3.8.4, though it was RT 3.4.5 before. (We did an upgrade a couple years ago or so...) Thanks, --Mark -- Mark A Bentley ATT Labs, CTO Mobility Lab, Redmond, WA RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT Group ID's huge
On 08/26/2011 03:39 PM, Mark A Bentley wrote: I just noticed that our RT 3.8.4 system has strangly large group ID numbers. We've been running RT a long long time (since 2006), but there is no way we have as many groups as RT is reporting. Just taking a peek under: Configuration-Groups I see about 70 active groups. There are probably only a couple groups I've disabled. I'm the only RT administrator, so I know the history of our RT system very well. RT uses groups internally for lots of things, not just your user defined groups. All of the ticket roles are groups. All of the queue roles are groups. Given the number of tickets you have, the number of groups is not artificially high. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] LDAPimport
Hello, pardon my ignorance. I have ExternalAuthentication working. Now I need to import my users and bind to AD for user changes going forward. Between the wiki and this resource, I haven't really been able to determine a clear path to accomplishing this, though I've seen many suggestions that it is possible and is being done. I have installed the LDAPImporthttp://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.31/lib/RT/Extension/LDAPImport.pm extension module and have gone ahead with the assumption (because it is not explicitly stated) that I will be writing a script to employ this. It would be great to find some real world, successful examples of the primary/required methods involved. Thanks, e.l. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] LDAPimport
On Fri, Aug 26, 2011 at 01:13:48PM -0700, Erik Lyons wrote: I have installed the [1]LDAPImport extension module and have gone ahead with the assumption (because it is not explicitly stated) that I will be writing a script to employ this. It would be great to find some real world, successful examples of the primary/required methods The extension ships with a script. Just run it from cron once a day with the appropriate config options. 1. http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.31/lib/RT/Extension/LDAPImport.pm The script is documented in the README http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README -kevin pgpnMAdFTaAgM.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] LDAPimport
Thanks, this is exactly what I needed. Having installed via cpan I saw no indication of a README, and it would have helped if it was referenced and/or linked on the CPAN page. On 8/26/11 1:18 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Aug 26, 2011 at 01:13:48PM -0700, Erik Lyons wrote: I have installed the [1]LDAPImport extension module and have gone ahead with the assumption (because it is not explicitly stated) that I will be writing a script to employ this. It would be great to find some real world, successful examples of the primary/required methods The extension ships with a script. Just run it from cron once a day with the appropriate config options. 1. http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.31/lib/RT/Exten sion/LDAPImport.pm The script is documented in the README http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Logged in as... Settings... Use System Default?
Hello, This may seem pretty basic but I am looking at a users settings at Logged in as USERNAME - Settings and I see several of the user settings are set to Use the System default. I can't seem to figure out how to set the system defaults though. I thought maybe the site config file but that doesn't seem to have the settings I am looking for. Can someone please explain? Thanks! Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] LDAPimport
On Fri, Aug 26, 2011 at 01:44:43PM -0700, Erik Lyons wrote: Thanks, this is exactly what I needed. Having installed via cpan I saw no indication of a README, and it would have helped if it was referenced and/or linked on the CPAN page. The README is linked from the CPAN page. http://search.cpan.org/dist/RT-Extension-LDAPImport/ -kevin On 8/26/11 1:18 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Aug 26, 2011 at 01:13:48PM -0700, Erik Lyons wrote: I have installed the [1]LDAPImport extension module and have gone ahead with the assumption (because it is not explicitly stated) that I will be writing a script to employ this. It would be great to find some real world, successful examples of the primary/required methods The extension ships with a script. Just run it from cron once a day with the appropriate config options. 1. http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.31/lib/RT/Exten sion/LDAPImport.pm The script is documented in the README http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README pgp4kzTR4lqne.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Logged in as... Settings... Use System Default?
On Fri, Aug 26, 2011 at 04:55:31PM -0400, Jim Lesinski wrote: This may seem pretty basic but I am looking at a users settings at Logged in as USERNAME - Settings and I see several of the user settings are set to Use the System default. I can't seem to figure out how to set the system defaults though. I thought maybe the site config file but that doesn't seem to have the settings I am looking for. These are things set in your RT_SiteConfig.pm or RT_Config.pm -kevin pgpOjqANeF2RY.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ranking in RT
On Fri, Aug 26, 2011 at 12:12:41PM -0400, Jain Jacob wrote: We need to implement straight ranking for tickets in a particular queue. In other words the value should be unique for each ticket in a particular queue. Suppose if we use custom field to rank the tickets how we can ensure that the value we enter is unique for that queue and not repeated. Please let me know if you need further details. You'll need to write a Scrip that examines the other settings in your queue to determine if a number is valid. You could actually do it as an external custom field that only offers a dropdown list of numbers that aren't taken elsewhere in the queue. There is documentation in the docs directory about external custom fields. The simplest way may be to use the built in priority field, since many things auto-sort by it, but either way you're going to need a Scrip that checks when you change the field to see if the input was valid. -kevin pgp3mhZMAOdsa.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Migrating to RT4 with external auth
On Fri, Aug 26, 2011 at 10:14:33AM -0700, Yan Seiner wrote: I have 3.8.10 set up with local users. We will be migrating to 4.0 with external auth. I'd like to keep the users' tickets straight but I messed up when I set up the original database. The 3.8.10 instance uses local users with first names all in lower case. Our AD uses first name and last initial, capitalized. Thus: 3.8.10 - yan (rt user) 4.0.2 - YanS (external auth via AD) Is it possible to migrate my tickets from yan to YanS? You might be able to convince LDAPImport to look users up by the email address in AD and correct the username. Otherwise you're probably looking at a one off script. The one off is probably simpler. -kevin pgpFjLTS8k7ks.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Migrating to RT4 with external auth
On Fri, August 26, 2011 3:00 pm, Kevin Falcone wrote: You might be able to convince LDAPImport to look users up by the email address in AD and correct the username. Otherwise you're probably looking at a one off script. The one off is probably simpler. Is it as simple as changing the username in 3.8.10 before import? I don't have that many users ATM and I could change that easily enough. --Yan RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Migrating to RT4 with external auth
On Fri, Aug 26, 2011 at 03:12:54PM -0700, Yan Seiner wrote: On Fri, August 26, 2011 3:00 pm, Kevin Falcone wrote: You might be able to convince LDAPImport to look users up by the email address in AD and correct the username. Otherwise you're probably looking at a one off script. The one off is probably simpler. Is it as simple as changing the username in 3.8.10 before import? I don't have that many users ATM and I could change that easily enough. If you have a small number of users, then yes, click in the UI. Since you were looking for solutions, I assumed you had enough users to make that painful. -kevin pgpY7mRwkYh7j.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
