[rt-users] Articles as email templates with variables

[John Kelsh]

Hi All,

I've only just started using RTFM Articles as email templates, so 
apologies for my ignorance. Is there any way to incorporate variables 
into article custom fields so that they can be used as a template?


Basically, what I am trying to achieve is an email template (canned 
response type) with the current date in the body of the email, similar 
to this.


> Hi,
>
> Thank you for your enquiry, today's date is 29th Jun 2013.

Are there any alternatives to using Articles to achieve this?

Thanks,

Re: [rt-users] Setup RT-Mailgate

[Bryon Baker]

I figured out the issue.  All I have to do is run the program from the tmp 
directory.

I now get the following message
delivered to MDA_external command rt-mailgate ()

But can’t find it in RT no ticket created.

Thanks for help

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Friday, June 28, 2013 4:26 PM
To: RT users
Subject: [rt-users] Setup RT-Mailgate

Can’t seem to get by the error message

Delivery error (command rt-mailgate 15858 wrote to stderr: cannot chdir to 
/root from /tmp/pZl8XRe4lY: Permission denied, aborting. at 
/usr/lib/perl5/5.16.2/File/Temp.pm line 902.)
  msg 1/3 (42630 bytes), delivery error (command rt-mailgate 15858 wrote to 
stderr: cannot chdir to /root from /tmp/pZl8XRe4lY: Permission denied, 
aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.)
Delivery error (command rt-mailgate 15863 wrote to stderr: cannot chdir to 
/root from /tmp/gYjk0TygPY: Permission denied, aborting. at 
/usr/lib/perl5/5.16.2/File/Temp.pm line 902.)

Looking for some help

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

[rt-users] Setup RT-Mailgate

[Bryon Baker]

Can’t seem to get by the error message

Delivery error (command rt-mailgate 15858 wrote to stderr: cannot chdir to 
/root from /tmp/pZl8XRe4lY: Permission denied, aborting. at 
/usr/lib/perl5/5.16.2/File/Temp.pm line 902.)
  msg 1/3 (42630 bytes), delivery error (command rt-mailgate 15858 wrote to 
stderr: cannot chdir to /root from /tmp/pZl8XRe4lY: Permission denied, 
aborting. at /usr/lib/perl5/5.16.2/File/Temp.pm line 902.)
Delivery error (command rt-mailgate 15863 wrote to stderr: cannot chdir to 
/root from /tmp/gYjk0TygPY: Permission denied, aborting. at 
/usr/lib/perl5/5.16.2/File/Temp.pm line 902.)

Looking for some help

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

Re: [rt-users] Install RT - server.cnf ?

[Ruslan Zakirov]

On Fri, Jun 28, 2013 at 11:52 PM, John Apodaca  wrote:

>
> "Install Request Tracker 4"
> http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html


Nice post, many steps are taken care of. One of the best third party
installation manuals.
I think it's better to stick with mysql for now as we don't test RT with
mariadb at the moment. Tutorial uses CPAN shell to install almost all perl
modules. People who prefer rpms can search using output of make testdeps,
it's quite easy to map module name to rpm name. RHEL6+EPEL covers a lot of
of dependencies, but not all of them.

-- 
Best regards, Ruslan.

Re: [rt-users] Setting up requestor access to Self Service Web UI

[jsolberg]

Thanks for the replys. Thanks for the clarification about Self Service. I
plan on rolling this product out to my end users as soon as I get the
External AD auth working...See my other thread...

http://requesttracker.8502.n7.nabble.com/External-Auth-config-with-RT-on-Debian-td54486.html

I have some dedicated time over the next week to really get this working the
way I would like. Thanks again.

Jeff





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Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] Install RT - server.cnf ?

[Jim Brandt]

On 6/28/13 3:52 PM, John Apodaca wrote:

There is a great procedure for installation of RT 4.  Has anyone else
used it?

"Install Request Tracker 4"
http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html

I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12.

The procedure suggests using MariaDB, but I installed the latest MySQL
for Enterprise Linux 6.

The procedure has worked perfectly, except for Step 5.1 where it says to
modify parameters in:
/etc/my.cnf.d/server.cnf

This file does not exist anywhere on the system.  Does anyone know of an
equivalent file, or a place to add the specified parameter settings?


Check for /etc/my.cnf which is the MySQL config file.

[rt-users] Install RT - server.cnf ?

[John Apodaca]

There is a great procedure for installation of RT 4.  Has anyone else used it?

"Install Request Tracker 4"
http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html

I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12.  

The procedure suggests using MariaDB, but I installed the latest MySQL for 
Enterprise Linux 6.

The procedure has worked perfectly, except for Step 5.1 where it says to modify 
parameters in:
/etc/my.cnf.d/server.cnf

This  file does not exist anywhere on the system.  Does anyone know of an  
equivalent file, or a place to add the specified parameter settings?
 
John Apodaca

[rt-users] External Auth config with RT on Debian

[jsolberg]

Hi All,

I have ran into a wits end situation and am now going to ask the experts. I
have been given the task of standing up RT for my company. So far that part
has gone ok. I am able to get to login page and log in with local ROOT
account. That part is working. I have even played around with theme colors
to match my company's color scheme etc etc..It was brought to my attention
that we need to intergrate AD authentication into RT. In doing that i
reached out to google and found what I had thought to be some promising
information. I downloaded and installed the RT::Authen:ExternalAuth Plugin
by doing the following:

cpan -i RT::Authen::ExternalAuth

It ran and i entered in the path it wanted for RT.pm and away it went. It
made and it installed like it should. I then took the sample
RT_SiteConfig.pm in /usr/share/local/request-tracker4/plugins/ and
copied it to /etc/request-tracker4/RT_SiteConfig.d/external auth. I then
make that file look like this:

Default settings till here
#PLUGINS
Set( @Plugins, qw(RT::Authen::ExternalAuth));

#External Auth Settings

Set($ExternalAuthPriority, [ 'My_LDAP',] );
Set($ExternalInfoPriority, [ 'My_LDAP',] );
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'My_LDAP'   =>  {
'type'  =>  'ldap',
'server'=>  'dc2.xx.com',
'user'  =>  'cn=Bind
Ldap,ou=User,Logins,dc=intrepidls,dc=com',
'pass'=>  'xxx',
'base'  =>  'dc=,dc=com',
'filter'=> 
'(&(ObjectCategory=User)(ObjectClass=Person))',
'd_filter'  => 
'(userAccountControl:1.2.840.113556.1.4.803=2)',
'group' =>  'cn=Domain
Users,ou=Groups_Security,dc=x,dc=com',
'group_attr'=>  'member',
'tls'   =>  0,
'ssl_version'   =>  3,
'net_ldap_args' => [version =>  3, port => 3268   ],
'group_scope'   =>  'base',
'group_attr_value'  =>  'GROUP_ATTR_VALUE',
'attr_match_list' => [
'Name',
'EmailAddress',
'RealName',
],
'attr_map' => {
'Name' => 'sAMAccountName',
'EmailAddress' => 'mail',
'Organization' => 'physicalDeliveryOfficeName',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
'WorkPhone' => 'telephoneNumber',
'Address1' => 'streetAddress',
'City' => 'l',
'State' => 'st',
'Zip' => 'postalCode',
'Country' => 'co'
},
},
# An example SSO cookie service
'My_SSO_Cookie'  => {
'type'  =>  'cookie',
'name'  =>  'loginCookieValue',
'u_table'   =>  'users',
'u_field'   =>  'username',
'u_match_key'   =>  'userID',
'c_table'   =>  'login_cookie',
'c_field'   =>  'loginCookieValue',
'c_match_key'   =>  'loginCookieUserID',
'db_service_name'   =>  'My_MySQL'
},
} );

1;

I then use update-rt-siteconfig to merge these settings into
RT_SiteConfig.pm. From what I read this is all correct and "Should" allow AD
accounts to log in. Here is what is logging in the apache2 error log:

[Fri Jun 28 19:01:58 2013] [warning]: The actual HTTP_HOST (admin-rt4) does
NOT match the configured WebDomain (localhost). Perhaps you should
Set($WebDomain, 'admin-rt4'); in RT_SiteConfig.pm, otherwise your internal
links may be broken.
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1194)
[Fri Jun 28 19:02:09 2013] [error]: FAILED LOGIN for jsolb...@xx.com
from 10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:740)
[Fri Jun 28 19:02:40 2013] [error]: FAILED LOGIN for jsolberg from
10.10.30.62 ( /usr/share/request-tracker4/lib/RT/Interface/Web.pm:740)
[Fri Jun 28 19:02:52 2013] [info]: Successful login for root from
10.10.30.62 (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:745)
root@admin-rt4:/usr/share/request-tracker4/lib#

Notice the SUCCESSFUL login from ROOT. I really hope I am just missing
something really simple but from what I can see its not even sending the
request to the AD server as I can type in the wrong password 10 times and it
is not locking the account out. I have other servers configured to use LDAP
and using the same bind account so i know my LDAP settings are correct. I
have tried more than one AD account to no avail. I installed all the Request
Tracker componants via apt-get install. PLEASE HELP!

Thanks.

Jeff









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Re: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create

[Landon]

On 28 June 2013 10:34, Landon  wrote:

> On 27 June 2013 12:55, Kevin Falcone  wrote:
>
>> rt-crontool has the --transaction all argument for exactly this usage.
>>  Move your tickets, run rt-crontool (search or condition to find the
>> tickets) --action FindIP --transaction all
>>
>> RT will scrap the complete history of those tickets running them
>> through IP extractor (so all Create/Comment/Correspond would be
>> checked).
>>
>> http://bestpractical.com/rt/docs/latest/rt-crontool.html
>>
>>
> Well I attempted it and while it cycled through the tickets *and* their
> transactions it didn't process them as expected with the action provided.
>  I had to use RT::Action::RTIR_FindIP as the action since just specifying
> FindIP didn't work (failed to load module FindIP).  I don't know if I used
> the wrong action or if something else is awry here but the tickets
> themselves did not change even though there are IP addresses to be found in
> all of them except one.
>
> Here's what I ran and a small sample of the output:
>
> # /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
> --search-arg "Incident Reports" --condition RT::Condition::Overdue --action
> RT::Action::RTIR_FindIP --transaction all --verbose
> …snip...
>

Ah ha…  nevermind - I used "--condition RT::Condition::Overdue" from an
example and it didn't match anything.

-- 
Landon Stewart 

Re: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create

[Landon]

On 27 June 2013 12:55, Kevin Falcone  wrote:

> rt-crontool has the --transaction all argument for exactly this usage.
>  Move your tickets, run rt-crontool (search or condition to find the
> tickets) --action FindIP --transaction all
>
> RT will scrap the complete history of those tickets running them
> through IP extractor (so all Create/Comment/Correspond would be
> checked).
>
> http://bestpractical.com/rt/docs/latest/rt-crontool.html
>
>
Well I attempted it and while it cycled through the tickets *and* their
transactions it didn't process them as expected with the action provided.
 I had to use RT::Action::RTIR_FindIP as the action since just specifying
FindIP didn't work (failed to load module FindIP).  I don't know if I used
the wrong action or if something else is awry here but the tickets
themselves did not change even though there are IP addresses to be found in
all of them except one.

Here's what I ran and a small sample of the output:

# /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
--search-arg "Incident Reports" --condition RT::Condition::Overdue --action
RT::Action::RTIR_FindIP --transaction all --verbose
1265908:
Using transaction #3422057...
Using transaction #3422063...
Using transaction #3423198...
 Using transaction #3423201...
Using transaction #3423203...
Using transaction #3423857...
 Using transaction #3423858...
Using transaction #3424782...
Using transaction #14047288...
 Using transaction #67295392...
Using transaction #67295393...
Using transaction #67295394...
1266189:
Using transaction #3425710...
Using transaction #3425718...
Using transaction #3425742...
 Using transaction #3425743...
Using transaction #3425847...
Using transaction #14047295...
 Using transaction #67295419...
Using transaction #67295420...
Using transaction #67295421…

etc...


-- 
Landon Stewart 

Re: [rt-users] Possible to edit ticket content?

[Christian Loos]

Am 28.06.2013 09:05, schrieb Johan Sjöberg:
> Hi
> 
>  
> 
> We have a ticket that has grown extremely large because of many mails
> and lots of included quotes. This means that it takes forever to open in
> RT. Is it possible to edit the database and truncate the content in each
> “post”? It seems like the content is stored in the Attachments table,
> but it seems to be in binary format. We are running RT 3.8.17
> 
>  
> 
> Regards,
> 
> Johan
> 

Upgrade to RT 4.0 to benefit from quote folding:
http://blog.bestpractical.com/2011/06/whats-new-in-4-quote-folding.html

Chris

Re: [rt-users] [External] Re: Problem with RT_SiteConfig changes Showing on Web

[Nathan Cutler]

> Yes, sorry I had tried that and it also did not work.
>
> Thanks

Remember to include the list in replies :-)

Re: [rt-users] Possible to edit ticket content?

[k...@rice.edu]

On Fri, Jun 28, 2013 at 07:05:29AM +, Johan Sjöberg wrote:
> Hi
> 
> We have a ticket that has grown extremely large because of many mails and 
> lots of included quotes. This means that it takes forever to open in RT. Is 
> it possible to edit the database and truncate the content in each "post"? It 
> seems like the content is stored in the Attachments table, but it seems to be 
> in binary format. We are running RT 3.8.17
> 
> Regards,
> Johan

Hi Johan,

Some ideas: Use RT::Extension::HistoryFilter to reduce the number of 
transactions
displayed in the main page. I do not know if an option is available for this but
only display the most recent updates, for some definition of recent, on the main
display page and have them all available on the History tab. Create a new ticket
and refer to the old ticket as a parent or reference.

Cheers,
Ken

[rt-users] Possible to edit ticket content?

[Johan Sjöberg]

Hi

We have a ticket that has grown extremely large because of many mails and lots 
of included quotes. This means that it takes forever to open in RT. Is it 
possible to edit the database and truncate the content in each "post"? It seems 
like the content is stored in the Attachments table, but it seems to be in 
binary format. We are running RT 3.8.17

Regards,
Johan