[rt-users] Help with Extension::QuickUpdate
Hi, I’m running RT 3.8.7 on Ubuntu 10.04 and trying to get the QuickUpdate extension functional. I know I’m running an old version of RT but would prefer to stay with it until I’m 100% comfortable with how everything works. I’ve installed the QuickUpdate extension from git as I couldn’t find it on cpan. To install I did the following 1. Downloaded from https://github.com/bestpractical/rt-extension-quickupdate/tarball/master 2. Unzipped and Untared the download 3. Followed Readme and executed as root a. ‘RTHOME= /usr/share/request-tracker3.8 perl MakeFile.PL b. Make install c. Edited My RT_SiteConfig.pm to include RT::Extension::QuickUpdate (I’ve other extensions installed and running ok) d. I wasn’t sure where the mason cache was so I backed up and cleared /var/cache/request-tracker3.8/mason_data/obj/ e. Restarted Apache service 4. Opened a ticket summary but no Quick Update box appears Sorry if it’s a noobie question but where do I begin to troubleshoot this. I can see RT::Extension::QuickUpdate v0.01; under loaded perl modules under Tools and System Configuration. Also the following directory tree was created /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary /usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary/RightColumnTop My other extensions also have directory trees under /var/cache/request-tracker3.8/mason_data/obj/2186859745/ but RT-Extension-QuickUpdate is missing? Any pointers would be greatly appreciated guys! Thanks, Peter Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522 Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | mailto:peter.nug...@hetg.ie | http://www.hetg.ie -- Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland No. 425932 Registered Office: Block G, Cherrywood Science Technology Park, Loughlinstown, Co. Dublin image/jpeg RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Searching for, and displaying, gecos field - how?
On Fri, 7 Oct 2011, Kevin Falcone wrote: On Fri, Oct 07, 2011 at 05:29:46PM +0100, John Line wrote: That allowed the .gecos to be passed through to the search and it found a plausible-looking set of results, but I couldn't find any way to get the gecos value included in the search results. I found mailing list discussions suggesting that I needed to create local/html/Elements/RT__Ticket/ColumnMap, based on the original RT versions but with some definitions added (based on existing entries). However, that didn't solve the problem. I also found the %FIELD_METADATA definition in Tickets.pm which looked like it may be relevant, but not making what seemed like the obvious change there made no difference to the results. Any suggestions of where else I may need to make changes, or pointers to existing instructions, would be very helpful. I suspect I may be fairly close to getting it working, but with one or more critical pieces of the puzzle still missing. You don't want to make whole local copies of ColumnMap, you want to use the callback in there to blow in a RequestorGecos key that returns the relevant data. Similarly, you can use the callback in Elements/BuildFormatString to add that RequestorGecos column so users can select it. You can always test a field you added via ColumnMap by using the advanced editor and editing the format before you deal with adding it to the list of strings. Thank you for those suggestions. I hadn't noticed that there were relevant callbacks that I should use, rather than making local copies of those files, and I'll change to the suggested approach - much better. It sounds like I'm close to doing what's needed, as I thought, and just need to track down the details I'm missing or have currently got wrong. John -- John Line - web development, University of Cambridge Computing Service RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] timer/escalation/mail reminders (untouchedin script)
Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT Logger not logging to file
UPDATE:
The $RT-Logger calls are running as expected within the other callback I have
written as well as any .pm's I have added it to for testing. There is
something wrong with the structure for the ModifyQuery in which no matter what
I put, it breaks the query and I cannot obtain any logging files out of the
logger, even if that is the only thing within the ModifyQuery file.
Any other ideas?
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Friday, October 14, 2011 8:53 AM
To: 'rt-users@lists.bestpractical.com'
Subject: [rt-users] RT Logger not logging to file
This is a follow-up to my issue with the modification of the ModifyQuery
callback. Well, I have another callback that works beautifully, as expected:
SkipTransaction, and only allows the user to see the initial creation of the
ticket and any correspondence (comments are omitted). (By the way, I just
tried putting in the %init portion of Create.html directly a call of
$RT::Logger-debug(The current queue is $Queue); after the rendering of the
ticket page before if ticket is clone, and I did NOT receive this in the RT
log. I would appreciate any assistance in debugging the debugger!
Here is the code for that callback with the Logger inserted:
%init
return if $session{'CurrentUser'}-Privileged;
my($myskip)=1;
if ($Transaction-Type =~ /^(Correspond|Create)$/) {
$myskip=0;
}
$RT::Logger-debug(The value of myskip is ,
$myskip);
$$skip=$myskip;
/%init
%args
$Transaction = undef
$skip
/%args
Now, for whatever reason, I am not seeing anything in the logs related to this.
I see all the authentication of the unprivileged user via LDAP, and the
rendering of attachments (text/html) for this ticket when viewed, but no The
value of myskip is 0 or 1
Kevin pointed out there may be some issues with the install, but I have
installed this from source and it has been tested thoroughly, and so far, the
only flaw is the logger, and the fact that I can't seem to get the ModifyQuery
callback working.
Any ideas why the RT logger is not working within the callbacks and not working
for any calls I have added directly in the code? It works on calls which are
already in the code, and my format is the same...I would like to fix this, or
find the problem as soon as possible.
Thanks in advance.
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
[rt-users] RT 4.0.2 SSL Email Verification Failed
Hello,
I was testing RT with a self-signed certificate(SSL), I send a email to
queue, but in /var/log/mail I got this:
(temporary failure. Command output: An Error Occurred =
500 Can't connect to rt4.dev.ufrgs.br:443 (certificate verify failed) )
No errors in other log files, like syslog or rt.log. The queues were not
receiving mails.
I installed all PERL dependencies to SSL, as described here
http://www.gossamer-threads.com/lists/rt/users/71129 :
Pod::Usage, HTML::TreeBuilder, Getopt::Long, HTML::FormatText,
LWP::UserAgent
And
Crypt::SSLeay, LWP::Protocol::https
As described here
http://blogs.perl.org/users/brian_d_foy/2011/07/now-you-need-lwpprotocol
https.html I made and applied a patch against file
Rt-mailgate, around line 151:
-my $ua = LWP::UserAgent-new();
+my $ua = LWP::UserAgent-new(ssl_opts = { verify_hostname = 0 });
Patch link here: http://pastebin.com/DQCH3R8L
Now perl don't check the certificate, and the queues receive all
messages.
My question: Is this the correct approach for that?
Luciano Silva
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External
On 10/14/2011 08:44 PM, John Andersen wrote: Hoping someone can point me to where I am going wrong. I have been trolling the wiki, cpan, this list, and Google for the last couple of days with no luck so far. Probably something apparent that I'm missing. I am after the following behavior: - A user inside our network and on a machine my company controls will be auto-logged in via SSO (mod_auth_kerb) - Upon successful SSO login, even if it's a first time login, the user info in canonicalized from our LDAP dir (Active Directory) - If the user cannot use SSO, the login fails gracefully back to the form-based login built in to RT. - If the user successfully authenticates via RT::Authen::ExternalAuth the user info is again canonicalized even if it's a first time login. - If an email is received from a requester, the email is looked up in LDAP to canonicalize the user info as well. - If the email address does NOT exist in the LDAP directory, go ahead and create an account anyway using the email address as the username. You may just want to run with mod_auth_kerb and RT::Extension::LDAPImport running periodically, cutting RT::Authen::ExternalAuth completely out of the picture. This does require users can auth with mod_auth_kerb unless you give them local RT passwords. The message I get in the RT log (via syslog) when a user logs in with SSO seems to indicate that the user variable is not being set and passed to the RT::Authen::ExternalAuth extension if I read the error right. The odd thing to me, is that while the error says SSO is failing, it most definitely is not. The user **is** successfully logged in. - error from syslog --- Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No User) Just a note: ExternalAuth's SSO support is cookie based, not Apache/mod_auth_* based. It is not trying to do the same SSO as the core RT option. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT 4.0.2 SSL Email Verification Failed
On 10/17/2011 11:51 AM, Luciano Ernesto da Silva wrote:
I was testing RT with a self-signed certificate(SSL), I send a email to
queue, but in /var/log/mail I got this:
(temporary failure. Command output: An Error Occurred =
500 Can't connect to rt4.dev.ufrgs.br:443 (certificate verify failed) )
[snip]
As described here
http://blogs.perl.org/users/brian_d_foy/2011/07/now-you-need-lwpprotocolhttps.html
I made and applied a patch against file
Rt-mailgate, around line 151:
- my $ua = LWP::UserAgent-new();
+ my $ua = LWP::UserAgent-new(ssl_opts = { verify_hostname = 0 });
Patch link here: http://pastebin.com/DQCH3R8L
Now perl don’t check the certificate, and the queues receive all messages.
*My question: Is this the correct approach for that*?
No, this is wrong from a security standpoint, although it works since
you're ignoring the cert data. You'll be vulnerable to a MITM attack.
You should instead take the advice of the second half of brian's blog
post and tell LWP::UserAgent about your root CA or install the root CA
into your operating system's list of trusted CAs (which means you don't
have to patch rt-mailgate).
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External
Hi, From my last hacking on ExternalAuth I recall noticing that in some case EA only lookups by Name and ignores any other mappings you may have. I suspect that after SSO Name in RT doesn't match mapped attribute in LDAP and EA fails to find record to fetch information. At the moment can not find that place in the code, but may be this is root of the problem. On Mon, Oct 17, 2011 at 7:51 PM, Thomas Sibley t...@bestpractical.com wrote: On 10/14/2011 08:44 PM, John Andersen wrote: Hoping someone can point me to where I am going wrong. I have been trolling the wiki, cpan, this list, and Google for the last couple of days with no luck so far. Probably something apparent that I'm missing. I am after the following behavior: - A user inside our network and on a machine my company controls will be auto-logged in via SSO (mod_auth_kerb) - Upon successful SSO login, even if it's a first time login, the user info in canonicalized from our LDAP dir (Active Directory) - If the user cannot use SSO, the login fails gracefully back to the form-based login built in to RT. - If the user successfully authenticates via RT::Authen::ExternalAuth the user info is again canonicalized even if it's a first time login. - If an email is received from a requester, the email is looked up in LDAP to canonicalize the user info as well. - If the email address does NOT exist in the LDAP directory, go ahead and create an account anyway using the email address as the username. You may just want to run with mod_auth_kerb and RT::Extension::LDAPImport running periodically, cutting RT::Authen::ExternalAuth completely out of the picture. This does require users can auth with mod_auth_kerb unless you give them local RT passwords. The message I get in the RT log (via syslog) when a user logs in with SSO seems to indicate that the user variable is not being set and passed to the RT::Authen::ExternalAuth extension if I read the error right. The odd thing to me, is that while the error says SSO is failing, it most definitely is not. The user **is** successfully logged in. - error from syslog --- Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No User) Just a note: ExternalAuth's SSO support is cookie based, not Apache/mod_auth_* based. It is not trying to do the same SSO as the core RT option. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RES: RT 4.0.2 SSL Email Verification Failed
Thomas,
I made a motification for LWP User Agent in line 151(rt-mailgate), and seems to
work ok.
151 my $ua = LWP::UserAgent-new(ssl_opts = {SSL_ca_file =
'/etc/ssl/certs/mycert.crt'});
152 # my $ua = LWP::UserAgent-new();
Ok?
Luciano
-Mensagem original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Thomas Sibley
Enviada em: segunda-feira, 17 de outubro de 2011 13:55
Para: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] RT 4.0.2 SSL Email Verification Failed
On 10/17/2011 11:51 AM, Luciano Ernesto da Silva wrote:
I was testing RT with a self-signed certificate(SSL), I send a email
to queue, but in /var/log/mail I got this:
(temporary failure. Command output: An Error Occurred
=
500 Can't connect to rt4.myurl.com :443 (certificate verify failed)
)
[snip]
As described here
http://blogs.perl.org/users/brian_d_foy/2011/07/now-you-need-lwpprotoc
olhttps.html I made and applied a patch against file
Rt-mailgate, around line 151:
- my $ua = LWP::UserAgent-new();
+ my $ua = LWP::UserAgent-new(ssl_opts = { verify_hostname = 0 });
Patch link here: http://pastebin.com/DQCH3R8L
Now perl don’t check the certificate, and the queues receive all messages.
*My question: Is this the correct approach for that*?
No, this is wrong from a security standpoint, although it works since you're
ignoring the cert data. You'll be vulnerable to a MITM attack.
You should instead take the advice of the second half of brian's blog post and
tell LWP::UserAgent about your root CA or install the root CA into your
operating system's list of trusted CAs (which means you don't have to patch
rt-mailgate).
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] timer/escalation/mail reminders (untouchedin script)
Hi, In modern RT versions you can use TicketSQL for that. LastUpdated '1 month ago'. More on search by dates on the wiki. So in crontool you use --search option instead of condition. On Mon, Oct 17, 2011 at 7:34 PM, Mayk Backus bac...@nlcom.nl wrote: Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] no content editing for articles?
On 10/14/11 6:12 PM, Kevin Falcone falc...@bestpractical.com wrote: On Sat, Oct 15, 2011 at 12:21:41AM +, Joachim Thuau wrote: Hello List, We have setup RT4.0.2 on a debian host from source, against Pg 8.0.4, with apache2/mod_perl2 over SSL with kerberos auth in apache. RTFM seems to be included out of the box with the setup. but the content section, when trying to modify an article, doesn't have any UI elements to edit the content. Is there some javascript that should be taking care of updating the form to have the rich text UI? There are references to javascript -- /NoAuth/RichText/ckeditor.js -- which doesn't seem to exist on the filesystem, but my access log shows that it's getting accessed properly -- GET /NoAuth/RichText/ckeditor.js HTTP/1.1 200 -- in my ssl_access. I haven't seen anything specific in the /docs or the RT_Config.pm that references that. There doesn't seem to be anything related to that in the RT logs (they mostly have stuff about my ldapimport finding a bunch of empty groups). You missed docs/customizing/articles_introduction.pod It covers exactly the case you're discussing I have read that last week, and looked at it again this morning. I have successfully created an article last week. But I can't update content. Shouldn't there be some sort of textfield for me to put the article content into? (that was my problem). I do have a class (setup docs) and an article (setup machine). I can add links (ticket,etc), assign it to some topics, edit name, summary and change the class, but not content. Look again at the HTML code below. The content part of the form is missing something... Thanks Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | -kevin I expect that it's missing a text area that would be replaced by jQuery once the page is loaded. The chunk of the page that has that part looks like this (see below). Note that the Content part is pretty short... ===8--- form method=post action=Edit.html name=EditArticle id=EditArticle enctype=multipart/form-data input type=hidden name=next value= / input type=hidden name=id value=new / table width=100% tr tdh2Basics/h2/td td/td /tr tr td class=labelName/td tdinput name=Name value= size=50 //td /tr tr td class=labelSummary/td tdinput name=Summary value= size=50 //td /tr tr td class=labelClass/td td Setup Documentation input type=hidden name=Class value=1 / /td /tr tr tdh2Content/h2/td td/td /tr tr tdh2Links/h2/td td/td /tr tr td class=label/td td class=valueiEnter articles, tickets, or other URLs related to this article. Type ba:/b before article numbers and bt:/b before ticket numbers. Separate multiple entries with spaces. /i /td /tr tr td class=labelRefers to:/td tdinput name=new-RefersTo value= /br / ul /ul /td /tr tr td class=labelReferred to by:/td tdinput name=RefersTo-new value= / br / ul /ul /td /tr tr tdh2Topics/h2/td td/td /tr tr td class=labelTopics/td td input type=hidden name=EditTopics value=1 / select multiple size=10 name=Topics /select /td /tr /table div class=submit div class=extra-buttons /div div class=buttons span class=caption/span input type=submit value=Create class=button / /div div class=submit-clear/div /div /form ---8=== Thanks, Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] no content editing for articles?
On 10/17/2011 01:13 PM, Joachim Thuau wrote: You missed docs/customizing/articles_introduction.pod It covers exactly the case you're discussing I have read that last week, and looked at it again this morning. I have successfully created an article last week. But I can't update content. Shouldn't there be some sort of textfield for me to put the article content into? (that was my problem). From the doc Kevin mentioned: =head2 Custom Fields Articles don't have a single body section for each article. Everything is a custom field (except for name, summary and some other basic metadata). So, you need to create some custom fields to hold the Article body and other data. These Custom Fields should have Applies To be RTFM Articles. Once you've created your custom fields, go into your classes and click on Custom Fields and add the Custom Fields you want to each class. Alternatively, use the Applies To link from each Custom Field. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Creating ticket with Attachment using Perl APIs (4.0.2)
I am trying to create a ticket with attachment thru the Perl APIs. I don't see a method in the RT::Ticket API for adding attachment during ticket creation. When looking at the RT::Attachment API it says This module should never be instantiated directly by client code. it's an internal module which should only be instantiated through exported APIs. So wondering how I can create a ticket with attachment. If any one have a few of lines of sample code that will be appreciated. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] no content editing for articles?
add the Custom Fields you want to each class. This was the step I missedŠ Thanks, Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Creating ticket with Attachment using Perl APIs (4.0.2)
On 10/17/2011 01:47 PM, Srikumar Nair wrote: I am trying to create a ticket with attachment thru the Perl APIs. I don't see a method in the RT::Ticket API for adding attachment during ticket creation. When looking at the RT::Attachment API it says This module should never be instantiated directly by client code. it's an internal module which should only be instantiated through exported APIs. So wondering how I can create a ticket with attachment. You need to construct a MIME entity and pass it in as the MIMEObj argument. There is a not terribly simple example of this in CreateTicket in RT::Interface::Web. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Can't select user at the page Global User Rights
On 10/17/2011 11:09 AM, Aline Guedes wrote: Hello Thomas, Follows the configuration page attached. The query you asked me to run gives me 233 rows as output (attached). Both rt and apache logs don't show any errors. Ah ha. I identified a bug in RT::Extension::MergeUsers that was causing your problem. Version 0.06 of that extension was just released with a fix. You'll be able to download it from CPAN soon: https://metacpan.org/module/RT::Extension::MergeUsers Let the list know if this fixes your problem as expected. Thank you for all the helpful debugging info that aided in finding the bug. Best, Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] On Approval notifications - how to set?
I have created a queue Purchase and a queue Purchase-Approval. In Purchase, I create a template and a scrip, that create an approval ticket in Purchase-Approval. Works OK: when a ticket is submitted to Purchase, an approval ticket is automatically created in Purchase-Approval. Although it is not listed in Purchase-Approval, the dependency is created and visible in the Links section of the parent ticket. How and where do I create a template/scrip pair(s) to notify the parent ticket Owner and/or Requestor that their request has been approved? My assumption was that I have to create them in Purchase-Approval as an action triggered on resolve, but that doesn't seem to work. I'd like to note that I will need several approval queues. I have read the 'official' wiki-based documentation, including http://requesttracker.wikia.com/wiki/ManualApprovals. I do not get it about __Approvals queue. Can there be only one single queue for approvals? Thanks in advance. A. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] timer/escalation/mail reminders (untouchedin script)
Mayk, I like using Dashboards for this type of function. Create a search to give you what you want and then create a Dashboard to run it and set up your subscription for the timing. Kenn LBNL On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus bac...@nlcom.nl wrote: Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::**UntouchedInHours. (Can't locate RT/I18N/en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Creating ticket with Attachment using Perl APIs (4.0.2)
Thanks Thomas.. Following lines of code did what I was looking for.. my $mimeObj = MIME::Entity-build(Description = My Attachment, Path= /path/to/file/file.pdf, Type= application/pdf, Encoding= base64); $mimeObj-attach(Path= /path/to/file2/file2.pdf, Type= application/pdf, Encoding= base64); My @retValues = $ticket-Create( Queue = 'My Queue', Subject = 'Create Ticket with PDF ', MIMEObj = $mimeObj); On 10/17/11 11:03 AM, Thomas Sibley t...@bestpractical.com wrote: On 10/17/2011 01:47 PM, Srikumar Nair wrote: I am trying to create a ticket with attachment thru the Perl APIs. I don't see a method in the RT::Ticket API for adding attachment during ticket creation. When looking at the RT::Attachment API it says This module should never be instantiated directly by client code. it's an internal module which should only be instantiated through exported APIs. So wondering how I can create a ticket with attachment. You need to construct a MIME entity and pass it in as the MIMEObj argument. There is a not terribly simple example of this in CreateTicket in RT::Interface::Web. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External
On Mon, Oct 17, 2011 at 8:51 AM, Thomas Sibley t...@bestpractical.com wrote: On 10/14/2011 08:44 PM, John Andersen wrote: Hoping someone can point me to where I am going wrong. I have been trolling the wiki, cpan, this list, and Google for the last couple of days with no luck so far. Probably something apparent that I'm missing. I am after the following behavior: - A user inside our network and on a machine my company controls will be auto-logged in via SSO (mod_auth_kerb) - Upon successful SSO login, even if it's a first time login, the user info in canonicalized from our LDAP dir (Active Directory) - If the user cannot use SSO, the login fails gracefully back to the form-based login built in to RT. - If the user successfully authenticates via RT::Authen::ExternalAuth the user info is again canonicalized even if it's a first time login. - If an email is received from a requester, the email is looked up in LDAP to canonicalize the user info as well. - If the email address does NOT exist in the LDAP directory, go ahead and create an account anyway using the email address as the username. You may just want to run with mod_auth_kerb and RT::Extension::LDAPImport running periodically, cutting RT::Authen::ExternalAuth completely out of the picture. This does require users can auth with mod_auth_kerb unless you give them local RT passwords. Not a bad idea. That would actually work in my situation since getting the users into the database is not time critical. Running LDAPImport daily would probably work just fine. I know it's petty but I was kind of hoping for the form based login from outside the network The message I get in the RT log (via syslog) when a user logs in with SSO seems to indicate that the user variable is not being set and passed to the RT::Authen::ExternalAuth extension if I read the error right. The odd thing to me, is that while the error says SSO is failing, it most definitely is not. The user **is** successfully logged in. - error from syslog --- Oct 14 16:41:25 rt RT: Attempting to use external auth service: LDAP_DIR1 Oct 14 16:41:25 rt RT: SSO Failed and no user to test with. Nexting Oct 14 16:41:25 rt RT: Autohandler called ExternalAuth. Response: (0, No User) Just a note: ExternalAuth's SSO support is cookie based, not Apache/mod_auth_* based. It is not trying to do the same SSO as the core RT option. Thomas I did see that. For some reason, I had the idea that even using $WebExternalAuth it would kick off CanonicalizeUserInfo() after logging in, but that doesn't seem to be happening. Or rather, it *does* seem to be happening but it is running it without the username key from mod_auth_kerberos.Thanks again for the info. I will either try your suggestion above or go in another direction. Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] replay to ticket with template
Hi, everyone, quick question: how to replay on a new ticket with precreated template? RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Old Email/RT user accounts and SMTP nofication... Emails go to NeverNeverLand?
Hello, I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a Requestor of a ticket)? We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending). I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as Requestor or Owner)? Thanks, Andy Goktas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand?
Probably only if you have disabled the user from within RT itself. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Andy GOKTAS Sent: Monday, October 17, 2011 4:39 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand? Hello, I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a Requestor of a ticket)? We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending). I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as Requestor or Owner)? Thanks, Andy Goktas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Old Email/RT user accounts and SMTP nofication...Emailsgo to NeverNeverLand?
So are you saying that it does a query on the RT user list to determine if it should/shouldn't send an email to that user? If an RT user is disabled or deleted, wouldn't it still attempt to send to that user/email since it's still attached to an old ticket (update to this particular old ticket of course)? Anyone out there have a snip of the code where it handles this? Thanks, Andy Goktas Izz Abdullah izz.abdul...@hibbett.com 10/17/2011 2:45 PM Probably only if you have disabled the user from within RT itself. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Andy GOKTAS Sent: Monday, October 17, 2011 4:39 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Old Email/RT user accounts and SMTP nofication... Emailsgo to NeverNeverLand? Hello, I was curious where emails that don't exist go when RT attempt to send an SMTP notification to an email that no longer exists (but is still left over email address of an old ticket that is updated - i.e.: old/deleted RT user was a Requestor of a ticket)? We have had old employees that have been left and are curious if that's what may be slowing down our RT server (maybe bad emails are re-queuing up for re-sending). I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as Requestor or Owner)? Thanks, Andy Goktas RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] timer/escalation/mail reminders (untouchedin script)
Hi Kenneth, thank you for the reply. I was looking into what i could do with dashboards.. The subscription timing is run once a day only, or you need to create more dashes ? The notification i need has to run every 5 minutes to find a ticket. I think i would be better off with rt-crontool then ? Regards, Mayk On 10/17/11 9:05 PM, Kenneth Crocker wrote: Mayk, I like using Dashboards for this type of function. Create a search to give you what you want and then create a Dashboard to run it and set up your subscription for the timing. Kenn LBNL On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus bac...@nlcom.nl mailto:bac...@nlcom.nl wrote: Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm http://en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm http://en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Why aren't text/plain parts displayed in pre
I've always wondered this. Surely there's a reason. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Why aren't text/plain parts displayed in pre
On 10/17/2011 06:06 PM, Jeff Blaine wrote: I've always wondered this. Surely there's a reason. It's a preference. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Old Email/RT user accounts and SMTP nofication... Emails go to NeverNeverLand?
On 10/17/2011 05:38 PM, Andy GOKTAS wrote: I guess my question is: How does RT handle bad emails? Does it re-try? Does it have any intelligence built in to delete future sending to a bad email (but still on tickets as Requestor or Owner)? RT doesn't have any re-trying logic in it. It simply delivers to the local MTA (or whatever you have configured) and lets that deal with it. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] timer/escalation/mail reminders (untouchedin script)
On Tue, Oct 18, 2011 at 2:01 AM, Mayk Backus bac...@nlcom.nl wrote: Hi Kenneth, thank you for the reply. I was looking into what i could do with dashboards.. The subscription timing is run once a day only, or you need to create more dashes ? The notification i need has to run every 5 minutes to find a ticket. I think i would be better off with rt-crontool then ? Yes. You would be better with crontool. As far as I remember Dashboards are mailed even if search is empty. Regards, Mayk On 10/17/11 9:05 PM, Kenneth Crocker wrote: Mayk, I like using Dashboards for this type of function. Create a search to give you what you want and then create a Dashboard to run it and set up your subscription for the timing. Kenn LBNL On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus bac...@nlcom.nl wrote: Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Fwd: [IT] Raid error on amaris.schrodinger.com
Open a ticket to keep track of this disk failure. -- Forwarded message -- From: r...@amaris.schrodinger.com Date: Sun, Oct 16, 2011 at 7:15 AM Subject: [IT] Raid error on amaris.schrodinger.com To: pool: apool state: DEGRADED status: One or more devices are faulted in response to persistent errors. Sufficient replicas exist for the pool to continue functioning in a degraded state. action: Replace the faulted device, or use 'zpool clear' to mark the device repaired. scrub: resilver in progress for 3h43m, 20.17% done, 14h46m to go config: NAME STATE READ WRITE CKSUM apool DEGRADED 0 0 0 raidz1 ONLINE 0 0 0 c0t27d0ONLINE 0 0 0 c0t18d0ONLINE 0 0 0 c0t19d0ONLINE 0 0 0 c0t20d0ONLINE 0 0 0 c0t21d0ONLINE 0 0 0 raidz1 DEGRADED 0 0 0 c0t22d0ONLINE 0 0 0 c0t23d0ONLINE 0 0 0 c0t24d0ONLINE 0 0 0 c0t25d0ONLINE 0 0 0 spare DEGRADED 0 0 0 c0t26d0 FAULTED 11 0 0 too many errors c0t28d0 ONLINE 0 0 0 spares c0t28d0 INUSE currently in use c0t17d0 AVAIL errors: No known data errors pool: rpool state: ONLINE scrub: none requested config: NAME STATE READ WRITE CKSUM rpool ONLINE 0 0 0 mirror ONLINE 0 0 0 c0t15d0s0 ONLINE 0 0 0 c0t16d0s0 ONLINE 0 0 0 errors: No known data errors pool: testpool state: ONLINE scrub: none requested config: NAME STATE READ WRITE CKSUM testpool ONLINE 0 0 0 raidz1 ONLINE 0 0 0 c0t33d0 ONLINE 0 0 0 c0t34d0 ONLINE 0 0 0 errors: No known data errors -- You received this message because you are subscribed to the Google Groups IT group. To post to this group, send email to i...@schrodinger.com. To unsubscribe from this group, send email to it+unsubscr...@schrodinger.com . For more options, visit this group at http://groups.google.com/a/schrodinger.com/group/it/?hl=en. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trying to sort out the combination of $WebExternalAuth and and RT::Authen::External
On Mon, Oct 17, 2011 at 01:15:04PM -0700, John Andersen wrote: I know it's petty but I was kind of hoping for the form based login from outside the network Try playing around with the Satisfy Apache directive. It may be able to do what you want. -kevin pgptCZ6g9issB.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
