Re: [rt-users] RT on Ubuntu 12
Paul Tomblin ptomblin at xcski.com writes: On Thu, Jun 21, 2012 at 11:33 AM, Borngunners borngunners at aol.com wrote: Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /us If you're missing JSON.pm, then you never ran make testdeps and make fixdeps when you installed. Go back and install it properly, following *all* the instructions. Hi paul Just wanted to share that i recieved the same error [Fri Feb 15 18:48:12 2013] [error] [client 202.188.59.1] failed to resolve handler `Plack::Handler::Apache2': Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 2.\n So i did apt-get install libplack-perl next i also encountered the error Can't locate JSON.pm guys you should know prior to this i ran make testdeps and all dependencies were found There were other modules missing every time i restarted the apache and i installed them before it finally worked apt-get install libtext-password-pronounceable-perl apt-get install libjson-perl apt-get install libregexp-ipv6-perl apt-get install libregexp-common-net-cidr-perl apt-get install libdevel-globaldestruction-perl apt-get install libhtml-mason-psgihandler-perl apt-get install libcgi-emulate-psgi-perl Now the problem is i cant login using root and password from the web interface Some one please give me suggestions. thanks -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Time to close a ticket?
On Mon, Feb 18, 2013 at 03:30:15PM +, Richard Eibrand wrote: Hi folks, I’ve been trying to create a report that I currently generate manually. One to the requirements of this report is to calculate the average time to close a ticket. I export the spreadsheet for the time range I am interested in, and then subtract the created date from the resolved date. This gives me a range of numbers from which I can work out the average time to close out a ticket. My question is: Can I do something similar directly within RT? Yes and no ;) To my knowledge, there is three ways to do this: - use the RT extension ActivityReports [1] - when a ticket is resolved, trigger a scrip that fill a customfield (SLA) with the range of resolution time (example: 1 hour, 1 hour). It should meet your SLA requirements. Then you will be able to use RT graphs to show the count of tickets in each SLA range. (also look at RT extension SLA[2]). This is very flexible and you can substract time stayed in different status like stalled, and even use perl module Business::Hours[3]. It does not need a lot of cpu to make this SLA value and graph it. - patch RT graphing system to do what you want, this is a bit more tricky and may need a lot of cpu if you want to calculate you're value on all ticket when graphing. [1] http://search.cpan.org/dist/RT-Extension-ActivityReports/ [2] http://search.cpan.org/dist/RT-Extension-SLA/ [3] http://search.cpan.org/dist/Business-Hours/ -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] show all CC email address on email
On Wed, Feb 20, 2013 at 01:37:42AM +, Thomas Lau wrote: Does anyone know how to show all CC email address on the ticket itself when email out? what do you mean by CC: permanent ticket/queue CC or CC filled when responding/commenting a ticket? - permanent ticket Cc are visible on People box on the ticket display page - respond/comment Cc are visible in ticket history, in this respond/comment headers as RT-Send-CC what do you mean by showing it? In RT ticket or in outgoing e-mail? - in RT: see above - in outgoing e-mail, for permanent ticket/queue Cc, you can't, RT send mail to them using Bcc and the To: header just show that it is sent to Ticket Ccs - in outgoing e-mail, for respond/comment Cc, you show them in the Cc header -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] time left field
On Mon, Feb 18, 2013 at 04:04:20PM +0100, Oli wrote: Hi, i have a question regarding the time left field. Is it possible to configure that this field will automatically updated by the time worked field? So when an technician post his work and enters the time for it, that this will automatically decrease the time left value. In short time left = time left - time worked. I would use the three fields: - time estimated - fill it at ticket creation time, manually or automatically by a scrip, the way it fit your needs - time worked - fill it manually - time left - fill it by a scrip each time time worked changes, make it equal to time estimated - time worked -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Time to close a ticket?
Am 20.02.2013 10:30, schrieb Emmanuel Lacour:
- patch RT graphing system to do what you want, this is a bit more
tricky and may need a lot of cpu if you want to calculate you're value
on all ticket when graphing.
Part of this I have done for our RT 3.8.6. Attached a patch but DON'T
use this patch, it should you just show what I have done.
There is currently an branch [1] for 4.2 where BPS is working on new
reporting function and I really hope this new functions will land in RT
4.2 as it pushes the RT reporting features to the next level.
[1] https://github.com/bestpractical/rt/tree/4.2/charts-improvments
From 79143877d2d153d6d0299acfc1794539ac3a82e9 Mon Sep 17 00:00:00 2001
From: Christian Loos cl...@netcologne.de
Date: Tue, 19 Jul 2011 10:52:14 +0200
Subject: [PATCH] add DaysCreatedToResolved grouping
---
lib/RT/Report/Tickets_Vendor.pm |8 +++-
1 files changed, 7 insertions(+), 1 deletions(-)
diff --git a/lib/RT/Report/Tickets_Vendor.pm b/lib/RT/Report/Tickets_Vendor.pm
index a06e5a9..e5857df 100644
--- a/lib/RT/Report/Tickets_Vendor.pm
+++ b/lib/RT/Report/Tickets_Vendor.pm
@@ -16,7 +16,7 @@ sub Groupings {
);
}
-# NOTE: reorder fields, add Weekly fields
+# NOTE: reorder fields, add Weekly fields, add DaysCreatedToResolved field
push @fields, map {$_, $_} qw(
CreatedDaily CreatedWeekly CreatedMonthly CreatedAnnually
StartsDaily StartsWeekly StartsMonthly StartsAnnually
@@ -24,6 +24,7 @@ sub Groupings {
LastUpdatedDaily LastUpdatedWeekly LastUpdatedMonthly LastUpdatedAnnually
DueDaily DueWeekly DueMonthly DueAnnually
ResolvedDaily ResolvedWeekly ResolvedMonthly ResolvedAnnually
+DaysCreatedToResolved
);
my $queues = $args{'Queues'};
@@ -113,6 +114,11 @@ sub _FieldToFunction {
$self-{_sql_report_watcher_users_alias_$type} = $u_alias;
}
@args{qw(ALIAS FIELD)} = ($u_alias, $column);
+# NOTE: add DaysCreatedToResolved function
+# XXX Important: this works only for mysql!!!
+} elsif ( $field =~ /DaysCreatedToResolved/ ) {
+my $alias = $args{'ALIAS'} || 'main';
+$args{'FUNCTION'} = IF(DATEDIFF($alias.Resolved, $alias.Created) = 0, ' 1', IF($alias.Resolved $alias.Created, DATEDIFF($alias.Resolved, $alias.Created), NULL));
}
return %args;
}
--
1.7.2.5
--
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Re: [rt-users] Time to close a ticket?
Thanks Emmanuel, Will take a look them, I'd rather not get jiggy with GD, so I'll explore the other options. Thanks again, R -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: 20 February 2013 09:31 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time to close a ticket? On Mon, Feb 18, 2013 at 03:30:15PM +, Richard Eibrand wrote: Hi folks, I’ve been trying to create a report that I currently generate manually. One to the requirements of this report is to calculate the average time to close a ticket. I export the spreadsheet for the time range I am interested in, and then subtract the created date from the resolved date. This gives me a range of numbers from which I can work out the average time to close out a ticket. My question is: Can I do something similar directly within RT? Yes and no ;) To my knowledge, there is three ways to do this: - use the RT extension ActivityReports [1] - when a ticket is resolved, trigger a scrip that fill a customfield (SLA) with the range of resolution time (example: 1 hour, 1 hour). It should meet your SLA requirements. Then you will be able to use RT graphs to show the count of tickets in each SLA range. (also look at RT extension SLA[2]). This is very flexible and you can substract time stayed in different status like stalled, and even use perl module Business::Hours[3]. It does not need a lot of cpu to make this SLA value and graph it. - patch RT graphing system to do what you want, this is a bit more tricky and may need a lot of cpu if you want to calculate you're value on all ticket when graphing. [1] http://search.cpan.org/dist/RT-Extension-ActivityReports/ [2] http://search.cpan.org/dist/RT-Extension-SLA/ [3] http://search.cpan.org/dist/Business-Hours/ -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Exclude user from notifications
Dnia 2013-02-19, wto o godzinie 13:54 -0500, Kevin Falcone pisze: You could change those notifications over to Notify Group notifications, and have that group contain a subset of the AdminCcs. You create Notify Group actions using /opt/rt4/sbin/rt-email-group-admin which has documentation here http://bestpractical.com/rt/docs/latest/rt-email-group-admin.html I've considered it, but this would require to keep track of AdminCc list in two places or to create two (or more) AdminCc groups per queue (depending on kind of notifications each groups' members should receive). It seems a bit overcomplicated, still a viable option though. Regards, -- Robert Wysocki administrator systemów linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] No datepicker widget after upgrade
Dnia 2013-02-19, wto o godzinie 09:53 -0500, Kevin Falcone pisze: On Tue, Feb 19, 2013 at 08:07:13AM +0100, Robert Wysocki wrote: After upgradeing to 4.0.10 datepicker widget doesn't pop up. Im having no luck locating the problem. Any ideas? What did you upgrade from? 4.0.6 My setup consists of local git repository in /opt/rt4. I have a vanilla branch without any local modifications and all upgrades are being done there. If everything is OK, the upgraded branch is being merged into local branch which has all our local modifications. Regardless of the branch RT is run from the same problem occurs. Do you have a custom @JSFiles in your RT_SiteConfig.pm? No customisation there. What error do you get in your browser's error console? No errors, seems like jQuery is just not picking up date input fields. What browsers? Tested with Opera 12.14 (Debian GNU/Linux) and Firefox 18 (Windows 7 and Debian GNU/Linux). Does other JS work in RT (the menus, bookmarking, autocomplete, etc) Yep. I'm seeing no other problems regarding JS. Regards, -- Robert Wysocki administrator systemów linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Exclude user from notifications
On Tue, Feb 19, 2013 at 08:07:00AM +0100, Robert Wysocki wrote:
Hi,
I would like to exclude one of Queue AdminCc's from a certain
notifications. The perfect way would be to create a custom role, but
from what i've googled it is not implemented yet.
Is there any other way?
the ugly way, create a new Notify action (in local/lib/RT/Action/),
based on RT::Action::Notify that call the Prepare stage of this one and
update @{ $self-{'To'} } (and Cc/Bcc) to remove the unwanted AdminCc.
then use this action in your scrip.
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[rt-users] Odd Account Behavior after Active Directory Migration
Hello All, I know the subject is not very descriptive, but this problem is hard to explain in few words. We recently upgraded our Samba3+OpenLDAP (NT-Style) domain to Samba4 (Active Directory). I have reconfigured all of our services to authenticate using AD via LDAP, and this is working as expected for most applications. It's also working for RT (3.6.5), but I am seeing very strange behavior that I cannot explain. Let's say I have 2 classes of users. Users that used RT before the AD migration and users that have not. The have not group includes users that existed in LDAP before the migration but never used RT and users that have been created since migrating from OpenLDAP to AD. Users that used RT before AD: These users can email RT, login to the web interface and can be manually assigned as a requestor on the people page. Everything works as expected. Users that have never used RT: These users CANNOT email RT (User could not be loaded). They also CANNOT login to the web interface. They CANNOT be assigned as a requestor on the people page. However, if they continue emailing RT, after 3-5 tries the user will be created in RT and the user can then also login and be assigned as a requestor. The user will only be created if they EMAIL RT 3 times - attempting to login via the web interface or assigning the user on the people page 3 times (or 10) does NOT create the user in RT. I do not even know where to begin with this problem. The connection to AD seems fine. If I reset a password in AD, RT requires the new credentials.Users are createdwith the proper info from AD (that I re-configured in RT_SiteConfig.pm), but the user must send multiple emails before the account is created. Thanks, Thomas -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] MessageBoxRichText and Internet Explorer 10.
Hello Again. My install: Centos 6.3, PosgreSQL and RT 4.0.5 I recently install Windows 8, and i make a bttery test to our software. RT works fine, but i can´t write anything if i have the MessageBoxRichText to 1. Internet Explorer 10, only shows the tools of the Rich Text Editor. You can see a screenshot here: http://www.picamatic.com/show/2013/02/20/06/06/9052851_829x348.PNG Any advice? Are there solved on newer releases? Kindest Regards. -- Un saludo. Juanjo Corral -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] RT4 : create ticket from email
I'm having issues trying to create a ticket by sending an email from inside a script to an already existing RT mail queue. This queue is working well and has been for quite some time. I tried this on the command line but it never creates a ticket : mailx -v -s TEST email rt-que...@myhost.con $LOG I created a user within RT that has writes to create a ticket and I use this user when I send the email. I also have the following set in my RT_SiteConfig.pm : Set($AutoCreateNonExternalUsers,1); Thanks in advance, Scott Gruber Senior UNIX Systems Administrator -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] MessageBoxRichText and Internet Explorer 10.
I have random layout issues in IE10, but the text editor works fine if I click on the box in the top right to expand the menu. Just tried RT with IE10 Compatibility View enabled. Fixed the layout issues, but broke the text editor just as in your screen shot. Looks like you may need to run it with Compatibility View disabled, and live with the minor layout issues. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Exclude user from notifications
Dnia 2013-02-20, śro o godzinie 14:51 +0100, Emmanuel Lacour pisze:
the ugly way, create a new Notify action (in local/lib/RT/Action/),
based on RT::Action::Notify that call the Prepare stage of this one and
update @{ $self-{'To'} } (and Cc/Bcc) to remove the unwanted AdminCc.
then use this action in your scrip.
There's a lot of ugly ways of doing this, I'm trying to find to least
ugly one :)
Regards,
--
Robert Wysocki
administrator systemów linuksowych, dba
Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław
ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa
--
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Re: [rt-users] MessageBoxRichText and Internet Explorer 10.
Yes, you are right, But it´s only a temporary solution. I think that it have to works without touch the compatibiliti view. Regards. 2013/2/20 Alex Young alexyo...@housingpartners.co.uk I have random layout issues in IE10, but the text editor works fine if I click on the box in the top right to expand the menu. Just tried RT with IE10 Compatibility View enabled. Fixed the layout issues, but broke the text editor just as in your screen shot. Looks like you may need to run it with Compatibility View disabled, and live with the minor layout issues. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T -- Un saludo. Juanjo Corral -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] RT4 : create ticket from email
On Wed, Feb 20, 2013 at 10:30:19AM -0500, senior.unix wrote: I'm having issues trying to create a ticket by sending an email from inside a script to an already existing RT mail queue. This queue is working well and has been for quite some time. I tried this on the command line but it never creates a ticket : mailx -v -s TEST email [1]rt-que...@myhost.con $LOG What's the output with -v What's contained in the file being piped in What's in the mail logs I created a user within RT that has writes to create a ticket and I use this user when I send the email. I also have the following set in my RT_SiteConfig.pm : Set($AutoCreateNonExternalUsers,1); This setting is only relevant if you're using RT-Authen-ExternalAuth and the user you're mailing From: doesn't exist in LDAP -kevin pgpsfUMwkTQU6.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] MessageBoxRichText and Internet Explorer 10.
On Wed, Feb 20, 2013 at 04:45:59PM +0100, Juanjo wrote: Yes, you are right, But it*s only a temporary solution. I think that it have to works without touch the compatibiliti view. RT 4.0.9 and 4.0.10 contain code to force compatibility mode off, because it almost always causes breakages like this. -kevin pgpCLwx3RKPSp.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Getting relative time in a template, configuring SLA and SLA alerting [SOLVED]
On Wed, Feb 20, 2013 at 06:39:32AM +0800, Craig Ringer wrote:
On 02/19/2013 10:48 PM, Kevin Falcone wrote:
On Tue, Feb 19, 2013 at 12:37:42PM +0800, Craig Ringer wrote:
{
my $d = RT::Date-new(RT::SystemUser);
$d-Set(Format='ISO', Value=$Ticket-Due, Timezone=GMT);
our $tdiff = $d-AgeAsString();
You can just say $ticket-DueObj-AgeAsString if you want to tighten
this up.
When you want to replicate something RT does in core in the search
results, you can take a quick look at share/html/Elements/*/ColumnMap
(so look in RT__Ticket/ColumnMap for the DueRelative sub)
Thankyou for the advice. I'll amend the wiki with both points.
Thanks for updating the wiki.
Also - there's no need to override my Reply-To settings and send me
personal email. I read all email sent to rt-users.
-kevin
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Re: [rt-users] No datepicker widget after upgrade
On Wed, Feb 20, 2013 at 01:56:59PM +0100, Robert Wysocki wrote: What error do you get in your browser's error console? No errors, seems like jQuery is just not picking up date input fields. What browsers? Tested with Opera 12.14 (Debian GNU/Linux) and Firefox 18 (Windows 7 and Debian GNU/Linux). Does other JS work in RT (the menus, bookmarking, autocomplete, etc) Yep. I'm seeing no other problems regarding JS. Unfortunately - I can't replicate locally with Firefox 18 on OS-X (Custom Fields or core date fields) against 4.0.10 and I've seen no other reports of this. Try on a fresh RT with minimum configuration done to rule out anything else that might be configured. -kevin pgp1yy2Kh5tsr.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] RT::Extension::MergeUsers won't merge users
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I have installed RT::Extension::MergeUsers and am attempting to merge 2 users as a test. I have 2 users: Username: Foo Email: f...@sub.example.com Username: f...@example.com Email: f...@example.com The second was autocreated on submission of a ticket via email if it matters. When I attempt to merge either the first into the second or the second into the first, it fails with Could not merge Foo into itself. These are 2 separate users, but MergeUsers is seeing them as the same user. Any suggestions as to what the problem is? Is this me tickling some bad ExternalAuth config along the lines of attr_match_list or attr_map? - -- Duncan Hutty http://www.allgoodbits.org -BEGIN PGP SIGNATURE- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlElMqAACgkQCFuTFybf1wp4+QCgpTUe0iZRGR84SwDSOn9lxYUk tGIAoKh6wl4pyVBniCA+gO1daPDFR9vI =Q+AV -END PGP SIGNATURE- -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Open parent after all Approvals
After the first approval ticket is approved the parent ticket status is changed to open. How can we change this behaviour? it seems to be built into the approval process of RT and not a scrip. We want to trigger a ticket creation after the parent ticket is opened. We had previously created a scrip to not open the parent ticket until all dependants were resolved, but after getting the approval process working it is now opening the parent and creating the new ticket after the first approval. Our process is not to create the last ticket until all approvals are completed. Can you point me to place where this can be changed -- View this message in context: http://requesttracker.8502.n7.nabble.com/Open-parent-after-all-Approvals-tp52826.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] RT_SID cookie not invalidated at logout
On 02/20/2013 12:00 PM, Jenny Martin wrote: It looks like the session is not invalidated on logout. The cookie is still valid in my browser, and the corresponding session is still present in session-data. The cookie being valid doesn't matter. What matters is that RT invalidates the session on the server-side, so it can't be reused. I attach an http trace and you can see that the logout response explicitly sets the old cookie. I have disabled mod_cache and mod_disk_cache. No web proxies in use. Thank you for the trace. Please send your Apache config as well, and keep replies on list for posterity. Do you have any local customizations to RT? -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] RT_SID cookie not invalidated at logout
All our users authenticate using their LDAP credentials via RT-Authen-ExternalAuth plugin. I just tried creating a local user, and RT does the right thing when the local user logs in - it sends back a new cookie and removes the old session data. So the problem seems to be with the RT-Authen-ExternalAuth plugin. We recently upgraded from RT 4.0.4/ExternalAuth 0.9 to RT4.0.10/ExternalAuth0.13. I can't be sure the problem didn't exist before, but I didn't notice it. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Permissions Questions
Ray, Yep. It also depends on where you saved those group searches and the Group permissipns you gave to members of those groups. Group permissions are different than Queue/Ticket permissions. For example, you could give members of Group 2 the rights to see/modify, load, etc Group2 searches but NOT give those rights to members of the other groups. Then Ray, being a member of all 3 groups, would only see the searches saved under Group2. If those searches are all the same, then you could save those searches are RT Global searches and NOT saved as Group searches and then Ray would only see them once. It really boils down to how you have your Queues and Groups set up. If you segregate enough, you can create groups that are combinations of other groups and then grant rights appropriately. There's all kindsof configurations you can play with if you set up the Queues/Groups relationships correctly. I could answer more definitively if I knew what groups need to see what information in what Queues. The kinds of overlaps in information and searches, etc. Hope this helps. Kenn On Wed, Feb 20, 2013 at 7:25 AM, Raymond Corbett raymond.corb...@arcproductions.com wrote: Hello all. ** ** Great system. Slowly I am getting my head around permissions. However I have a problem with this situation: ** ** I have a User: Ray ** ** Ray is a member of 3 groups: **· **Group Q1 **· **Group Q2 **· **Group Q3 ** ** These Groups all watch the following Queues: **· **Q1 **· **Q2 **· **Q3 ** ** Each of these Queues have saved searches associated with them. ** ** I now want a Dashboard, let’s say it will be called Ray’s Q2 Dashboard. * *** ** ** I want to see the saved searches portal here but I would like it to show only the Q2 saved searches. ** ** Since Ray watches all three queues, I find that I am getting the Save Searches showing for all the 3 Queues. ** ** Possible to do with the correct Permission settings? ** ** ** ** ** ** [image: ARC] http://www.arcproductions.com/ *Ray Corbett Technology Projects Manager** p:** **416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.com* ** ** -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
