[rt-users] SLA overdue report
Hi all, I want to know how to generate a report based on SLA extension, which will show which ticket is being overdue on SLA within this month with rt shell command line. I could do Due =, Due , Due But there is nothing call overdue function, please advise. Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo
[rt-users] Using a Google Apps Form to submit a ticket in RT
Hello everyone, Sometimes you want to have people fill in a form and have all the data appear in a ticket. After a few weekends toying with the idea, I believe I have something worthy of the RT wiki. We use this system in production for tasks ranging from asking for new hardware to having the vendors notify us when a new software version is available. Here is the general idea: - Create a form in Google Apps. - Add a script to send the newly inputed data by email (and the triggers that go with it) - Configure rt-mailgate to have the form create a new ticket in a particular queue - Take each field from the filled form and transpose them into CustomFields - Send an email to the support team letting them know a form was submitted - Send an email to the person who filled out the form, letting him know we received the info Check it out at the address below and let me know if I missed something http://requesttracker.wikia.com/wiki/Using_a_Google_Apps_Form_to_submit_a_ticket_in_RT Haïm.
Re: [rt-users] RT update from ubuntu distro
I don't believe there were any DB upgrades between 4.0.4 or 4.0.5.
On Fri, May 11, 2012 at 10:37:09PM +, David T. Grayston wrote:
Dominic - thanks for the reply. A few more clicks got me to this page,
https://launchpad.net/ubuntu/+source/request-tracker4/4.0.5-2/+build/3460357
That has the *.deb files for RT 4.0.5 Quantal. I restored my server back to
the 4.0.4 install and dpkg with these new *.deb files. All appears to have
gone ok but I wasn't prompted about upgrading the database at the end from
4.0.4 - did it happen automatically?
Thanks David
--
David T. Grayston Systems Database Administrator
University of Washington School of Public Health
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
Sent: Friday, May 11, 2012 10:26 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT update from ubuntu distro
Hi,
That's the Debian source package. You can rebuild the binary packages if you
want, but I suspect the prebuilt binary packages will be adequate (look for
request-tracker*4.deb and rt4-*.deb).
On Fri, May 11, 2012 at 05:21:21PM +, David T. Grayston wrote:
Thanks for the reply - I did download 4 files from the quantal dev
release,
request-tracker4_4.0.5-2.dsc
request-tracker4_4.0.5-2.debian.tar.gz
request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz
request-tracker4_4.0.5-2.orig.tar.gz
I opened these up and poked around but I not quite knowledgeable
enough to know how to install from these. Which as you say would be better
than what I've tried.
David
--
David T. Grayston?Systems Database Administrator University of
Washington?? School of Public Health
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
Sent: Friday, May 11, 2012 12:54 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT update from ubuntu distro
On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is
the 4.0.4 is
from Ubuntu distro (apt-get install request-tracker4).
I think I've only got one issue at this point and that is the
distro puts
RT_SiteConfig.pm under /etc/request-tracker4 not ${RTHOME}/etc/.
I couldn't find a configuration setting for ./configure or one in
config.layout that could be set for this location.
The Debian patches include a custom config.layout for this, not
included upstream since it doesn't make sense to overwrite the
Debian package files with local installations. I strongly recommend
that you either stick with the Debian packages (and you can look at
installing
4.0.5 from quantal, the current Ubuntu development release, if you
particularly need it) or switch to a vanilla installation in
/opt/rt or wherever makes most sense, not colliding with the packaged
version.
Perhaps minor issue since I can just move RT_SiteConfig.pm to the
default
folder but it may confuse me down the road.
If you've done a local install over the top of the Debian package
you are almost guaranteed confusion later (such as when an update is
released to 12.04. or when you upgrade to a newer Ubuntu release).
--
Dominic Hargreaves, Systems Development and Support Team
Computing
Services, University of Oxford
--
Dominic Hargreaves, Systems Development and Support Team Computing
Services, University of Oxford
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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Description: Digital signature
[rt-users] SelfServices
Hi all, Is it normal anyone (authenticate thought LDAP or RT account )in the selfservice can see any ticket in queue he have access ? How can I make the user can only see the tickets he submit or he in CC. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: lun 14 mai 2012 17:37:30 CEST
[rt-users] No drop-down for Articles in 4.0.5
We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when you resolved (or replied to, etc...) a ticket, we had the *Select an Article to include* drop-down option that would use an Article from RTFM and drop them right in the ticket. In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see the *Search for Articles matching* and *Include Article:* options (which I'm not exactly sure how to use either...), but no drop-downs. In each Article class I have checked the *All Articles in this class should be listed in a drop-down of the ticket reply page* option, but I am not seeing them. I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing something? I've checked the permissions -- I don't believe they are the cause. Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Login page + Javascript function
A time ago, I made motifications on ExternalAUTH LDAP to be posible autenticate
numeric users. For example, the numeric uid 123645678 can authenticate from a
LDAP server. In the RT side it has a real id user with A12345678. The
mofication concat a word in front uid and its ok for RT and LDAP.
Now I'm trying remove the need of the user put all numeric numbers on login.
This a local motification, or callback. I have many users in format 1234,
and would be nice for them put only 1234 without the zeros. We have a
javascript function for that.
I made a copy of Elements/Login for local customizations.
In Login i modified this around line 105(RT 4.0.2.):
div class=button-row
span class=inputinput type=submit
onSubmit=formatUIDnumber(this.user,8); class=button value=|/lLogin/
/ /span
/div
My javascript function(inside Login), that checks if the numeric matchs 8
length. If not, put more 0 to complete:
function formatUIDnumber(UID,sizeOK){
if IsNumeric(UID.value){
newUID = UID.value;
zeros = '';
var i = newUID.length;
if(newUID.length==sizeOK) return;
else {
for(i; isizeOK; i++){
zeros = zeros + 0;
}
newUID = zeros + newUID;
}
UID.value = newUID;
return;
}
};
My intention is check if it has 8 numbers, if not put zeros ahead. Not getting
that, the javascript function is not called when submit is called, is there
another way to do that? Can you give some direction, the right way?
Att.
Luciano
Re: [rt-users] SelfServices
On Mon, May 14, 2012 at 7:39 PM, Albert Shih albert.s...@obspm.fr wrote: Hi all, Is it normal anyone (authenticate thought LDAP or RT account )in the selfservice can see any ticket in queue he have access ? How can I make the user can only see the tickets he submit or he in CC. Move ShowTicket right down to Privileged from Everyone and grant the right to Requestor and Cc role. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: lun 14 mai 2012 17:37:30 CEST -- Best regards, Ruslan.
Re: [rt-users] msmtp setup woes (continued)
Ok, so I found the right certificate, but when I run a test with msmtp -a default usern...@domain.com...it just hangs. Tried it with all three SSL ports (465, 587, 25) with the same resultwhat happens now? I can't troubleshoot without error messages... Thanks for everyone's assistance so far. On Sun, May 13, 2012 at 10:00 PM, Ram ram0...@gmail.com wrote: From: Scott Sjodin scott.sjo...@gmail.com Message-ID: caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com So I've got my msmtp setup (almost). It's running. I can telnet in to smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) successfully. I can run openssl, with 465 I get the following: openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 Verify return code: 20 (unable to get local issuer certificate) When testing msmtp -a default usern...@domain.com I get the following results (with port numbers corresponding to changes in the msmtprc file) When I change up the port number to 587: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 25: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 465: msmtp: network read error: Connection reset by peer. My msmtprc file is listed below: defaults tls on tls_starttls on tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer #this was downloaded direct from GeoTrust's website - #http://www.geotrust.com/resources/root-certificates/index.html I suspect the server does not have it's certificate installed properly - specifically the intermediate or chain certificate is probably not installed/configured. Ideally this would be fixed on the server side but you can work around it by adding the correct chain certificate(s) to the client trusted certificate list. As a test try going to that same port and dump the certificates it offers up like so: # openssl s_client -connect example.com.:443 You should see a section in the output like so: --- Certificate chain 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See someurl/cps (c)11/OU=Domain Control Validated - RapidSSL(R)/CN=example.com i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority You should see three entries (0, 1, 2) though the names will be different than above. If you only see two then the the chain certificate is missing from the server. cheers
Re: [rt-users] SLA overdue report
On Mon, May 14, 2012 at 11:34 AM, Thomas Lau thomas@principleone.com wrote: Hi all, I want to know how to generate a report based on SLA extension, which will show which ticket is being overdue on SLA within this month with rt shell command line. I could do Due =, Due , Due But there is nothing call “overdue” function, please advise. SLA extension has an experimental branch that brings statistics and is now in testing. However, stats do not explicitly list tickets and transactions when deadline was missed. You can try code from repository and see how close it's to what you need. Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo -- Best regards, Ruslan.
Re: [rt-users] msmtp setup woes (continued)
The command line you specified just establishes a connection and it's waiting for you to do something -- I think it's working as designed. Typically you'd pipe something from STDIN to create a message, or use it as a backend for another program. http://msmtp.sourceforge.net/doc/msmtp.html good luck :-) Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Mon, May 14, 2012 at 2:38 PM, Scott Sjodin scott.sjo...@gmail.comwrote: Ok, so I found the right certificate, but when I run a test with msmtp -a default usern...@domain.com...it just hangs. Tried it with all three SSL ports (465, 587, 25) with the same resultwhat happens now? I can't troubleshoot without error messages... Thanks for everyone's assistance so far. On Sun, May 13, 2012 at 10:00 PM, Ram ram0...@gmail.com wrote: From: Scott Sjodin scott.sjo...@gmail.com Message-ID: caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com So I've got my msmtp setup (almost). It's running. I can telnet in to smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) successfully. I can run openssl, with 465 I get the following: openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 Verify return code: 20 (unable to get local issuer certificate) When testing msmtp -a default usern...@domain.com I get the following results (with port numbers corresponding to changes in the msmtprc file) When I change up the port number to 587: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 25: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 465: msmtp: network read error: Connection reset by peer. My msmtprc file is listed below: defaults tls on tls_starttls on tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer #this was downloaded direct from GeoTrust's website - #http://www.geotrust.com/resources/root-certificates/index.html I suspect the server does not have it's certificate installed properly - specifically the intermediate or chain certificate is probably not installed/configured. Ideally this would be fixed on the server side but you can work around it by adding the correct chain certificate(s) to the client trusted certificate list. As a test try going to that same port and dump the certificates it offers up like so: # openssl s_client -connect example.com.:443 You should see a section in the output like so: --- Certificate chain 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See someurl/cps http://example.com/OU=NoAuthFromUs/OU=Seesomeurl/cps(c)11/OU=Domain Control Validated - RapidSSL(R)/CN=example.com i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority You should see three entries (0, 1, 2) though the names will be different than above. If you only see two then the the chain certificate is missing from the server. cheers
Re: [rt-users] msmtp setup woes (continued)
What was the output - specifically the section I called out? On Mon, May 14, 2012 at 12:45 PM, Stephen J Alexander sjalexan...@mpbx.com wrote: The command line you specified just establishes a connection and it's waiting for you to do something -- I think it's working as designed. Typically you'd pipe something from STDIN to create a message, or use it as a backend for another program. http://msmtp.sourceforge.net/doc/msmtp.html good luck :-) Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Mon, May 14, 2012 at 2:38 PM, Scott Sjodin scott.sjo...@gmail.com wrote: Ok, so I found the right certificate, but when I run a test with msmtp -a default usern...@domain.com...it just hangs. Tried it with all three SSL ports (465, 587, 25) with the same resultwhat happens now? I can't troubleshoot without error messages... Thanks for everyone's assistance so far. On Sun, May 13, 2012 at 10:00 PM, Ram ram0...@gmail.com wrote: From: Scott Sjodin scott.sjo...@gmail.com Message-ID: caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com So I've got my msmtp setup (almost). It's running. I can telnet in to smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) successfully. I can run openssl, with 465 I get the following: openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 Verify return code: 20 (unable to get local issuer certificate) When testing msmtp -a default usern...@domain.com I get the following results (with port numbers corresponding to changes in the msmtprc file) When I change up the port number to 587: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 25: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 465: msmtp: network read error: Connection reset by peer. My msmtprc file is listed below: defaults tls on tls_starttls on tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer #this was downloaded direct from GeoTrust's website - #http://www.geotrust.com/resources/root-certificates/index.html I suspect the server does not have it's certificate installed properly - specifically the intermediate or chain certificate is probably not installed/configured. Ideally this would be fixed on the server side but you can work around it by adding the correct chain certificate(s) to the client trusted certificate list. As a test try going to that same port and dump the certificates it offers up like so: # openssl s_client -connect example.com.:443 You should see a section in the output like so: --- Certificate chain 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See someurl/cps (c)11/OU=Domain Control Validated - RapidSSL(R)/CN=example.com i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority You should see three entries (0, 1, 2) though the names will be different than above. If you only see two then the the chain certificate is missing from the server. cheers
Re: [rt-users] Reply To All and double emails.
On Sat, May 12, 2012 at 12:46 PM, Fedor Gusev guse...@gmail.com wrote: Hello everyone. Some of our user push (who apparently use GMail, e.g. us...@gmail.com) push Reply To All button when replying to emails from RT (r...@example.com). The email from RT has a CC: us...@somehost.com. So when us...@gmail.com pushes Reply To All in gmail interface, us...@somehost.com get a email from us...@gmail.com. At the same time a mail comes from r...@example.com. In the end us...@somehost.com get TWO emails at once. Is there any way around this problem? Train your users. Hack notification action to put Ccs into Bccs, so users don't see other recipients and when they hit reply-all, only RT gets reply. -- Kind regards, Fedor Gusev. -- Best regards, Ruslan.
Re: [rt-users] SelfServices
Le 14/05/2012 ? 23:27:32+0400, Ruslan Zakirov a écrit On Mon, May 14, 2012 at 7:39 PM, Albert Shih albert.s...@obspm.fr wrote: Hi all, Is it normal anyone (authenticate thought LDAP or RT account )in the selfservice can see any ticket in queue he have access ? How can I make the user can only see the tickets he submit or he in CC. Move ShowTicket right down to Privileged from Everyone and grant the right to Requestor and Cc role. Great thanks. Regards JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: lun 14 mai 2012 22:19:37 CEST
