[rt-users] Date/Time Output Format

[Tim Gustafson]

Hi,

How does one add an additional option to the drop-down for "Date
format" under the "Locale" fieldset on individual user's "Settings"
pages?

I'd like to add "mm/dd/ hh:ii A" as an option - my users don't
need/want seconds to be displayed there, but would like am/pm to show.

I looked at $DateTimeFormat but I don't see how that would enable me
to let users still have the option of other formats.  All I want to do
is add a new option, not take away the old ones.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A

Re: [rt-users] Help with SummaryByUsers extension

[Kevin Falcone]

On Thu, Aug 01, 2013 at 06:28:41PM +, window camera wrote:
> Does anyone know how to use this or where to find the Summery By User option 
> in the GUI??

Click 'Edit' in the upper right hand corner of your RT at a Glance
page, choose it from the list to add it to the page.

Or edit a dashboard and add it there.

-kevin


pgpbEmZk940kq.pgp
Description: PGP signature

[rt-users] Login page style

[Asif Iqbal]

What is the best place to change the Login title to look like this
http://picpaste.com/oldrt-0P81Y9uY.png ?

I am on 4.0.16. On RT 3.8.2 I modified it
in /opt/rt3/local/html/Elements/Login login-box


<&| /Widgets/TitleBox, title => loc('LOGIN with your AD Credentials'),
titleright => $RT::VERSION, hideable => 0 &>




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Re: [rt-users] Trying to add to Lifecycles.

[Bryon Baker]

I think I figured it out added this to SiteConfig and it looks like it works.

Set(%Lifecycles,
default => {
initial => [ 'new' ],
active  => [ 'open', 'assigned' , 'evaluation', 'stalled' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

defaults => {
on_create => 'new',
on_merge  => 'resolved',
approved  => 'open',
denied=> 'rejected',
reminder_on_open => 'open',
reminder_on_resolve  => 'resolved',
},
 },
);

Assigned and evaluation are showing up in the quick search and ExternalAuth 
still works.

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"

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, August 01, 2013 12:56 PM
To: RT Users (rt-users@lists.bestpractical.com)
Cc: Kenneth Crocker (crocker.cons...@gmail.com)
Subject: Re: [rt-users] Trying to add to Lifecycles.

Update

I even took the example from

http://bestpractical.com/docs/rt/4.0.13/customizing/lifecycles.html

And I get the same response.

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"

From: 
rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, August 01, 2013 12:35 PM
To: RT Users 
(rt-users@lists.bestpractical.com)
Cc: Kenneth Crocker 
(crocker.cons...@gmail.com)
Subject: [rt-users] Trying to add to Lifecycles.

Trying to add the assigned and evaluation lifecycles.

I am adding the following to SiteConfig and when I do I get the following error

[Thu Aug  1 17:25:22 2013] [debug]: Autohandler called ExternalAuth. Response: 
(0, ExternalAuthPriority not defined, please check your configuration file.) 
(/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16)

And external:auth no longer works

I have added the section after the External setting section and before the 
external setting with no difference

Set(%Lifecycles,
default => {
initial => [ 'new' ],
active  => [ 'open', 'stalled', 'assigned', 'evaluation' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

defaults => {
on_create => 'new',
on_merge  => 'resolved',
on_merge  => 'resolved',
approved  => 'open',
denied=> 'rejected',
reminder_on_open => 'open',
reminder_on_resolve  => 'resolved',
},

transitions => {
''   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted'  => 'DeleteTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'new -> open'  => {
label  => 'Open It', # loc
update => 'Respond',
},
'new -> resolved'  => {
label  => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected'  => {
label  => 'Reject', # loc
update => 'Respond',
},
'new -> deleted'   => {
label  => 'Delete', # loc
},

'open -> stalled'  => {
label  => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label  => 'Resolve', # loc
update => 'Comment',
},
'open -> rejected' => {
label  => 'Reject', # loc
update => 'Respond',
},

'stalled -> open'  => {
label  => 'Open It', # loc
},
'resolved -> open' => {
label  => 'Re-open', # loc
update => 'Comment',
},
'rejected -> open' => {
label  => 'Re-open', # loc
update => 'Comme

Re: [rt-users] Help with GNATT RT Extension: Doesn't show up!

[Nathan Cutler]

> However, there seems to be no option on the RT GUI to run the GNATT
> extension.

Just to be sure: did you clean the Mason cache and your browser's cache, too?

Re: [rt-users] Help with SummaryByUsers extension

[Nathan Cutler]

> Has anyone installed the RT Extension on RT 4.13?

Do you mean the Summary By User extension on RT 4.0.13?

> registered the component in RT_Config.pm.

Do you mean RT_SiteConfig.pm?

> However, even after all of this,
> there doesn't seem to be anything in the RT GUI with the option for "Summary
> By User".

What operating system? How are you installing the extension? Relevant
section (and exact filename for good measure) of RT site configuration
file?

[rt-users] Help with GNATT RT Extension: Doesn't show up!

[window camera]

Hello AllWe installed the GNAT RT Extension (https://github.com/bestpractical/rt-extension-jsgantt) successfully. However, there seems to be no option on the RT GUI to run the GNATT extension.And, after reading through all thedocumentation on it, there is no mention on HOW or where to find the GNATT extension.Is there anyone out there familiar with this extension enough to know where and how to run it within the RT GUI?thank you!Rick

[rt-users] Help with SummaryByUsers extension

[window camera]

Hello AllHas anyone installed the RT Extension on RT 4.13? It install just fine, registered the component in RT_Config.pm. However, even after all of this, there doesn't seem to be anything in the RT GUI with the option for "Summary By User".Does anyone know how to use this or where to find the Summery By User option in the GUI??THank you!Rick

Re: [rt-users] Trying to add to Lifecycles.

[Bryon Baker]

Update

I even took the example from

http://bestpractical.com/docs/rt/4.0.13/customizing/lifecycles.html

And I get the same response.

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"

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, August 01, 2013 12:35 PM
To: RT Users (rt-users@lists.bestpractical.com)
Cc: Kenneth Crocker (crocker.cons...@gmail.com)
Subject: [rt-users] Trying to add to Lifecycles.

Trying to add the assigned and evaluation lifecycles.

I am adding the following to SiteConfig and when I do I get the following error

[Thu Aug  1 17:25:22 2013] [debug]: Autohandler called ExternalAuth. Response: 
(0, ExternalAuthPriority not defined, please check your configuration file.) 
(/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16)

And external:auth no longer works

I have added the section after the External setting section and before the 
external setting with no difference

Set(%Lifecycles,
default => {
initial => [ 'new' ],
active  => [ 'open', 'stalled', 'assigned', 'evaluation' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

defaults => {
on_create => 'new',
on_merge  => 'resolved',
on_merge  => 'resolved',
approved  => 'open',
denied=> 'rejected',
reminder_on_open => 'open',
reminder_on_resolve  => 'resolved',
},

transitions => {
''   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted'  => 'DeleteTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'new -> open'  => {
label  => 'Open It', # loc
update => 'Respond',
},
'new -> resolved'  => {
label  => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected'  => {
label  => 'Reject', # loc
update => 'Respond',
},
'new -> deleted'   => {
label  => 'Delete', # loc
},

'open -> stalled'  => {
label  => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label  => 'Resolve', # loc
update => 'Comment',
},
'open -> rejected' => {
label  => 'Reject', # loc
update => 'Respond',
},

'stalled -> open'  => {
label  => 'Open It', # loc
},
'resolved -> open' => {
label  => 'Re-open', # loc
update => 'Comment',
},
'rejected -> open' => {
label  => 'Re-open', # loc
update => 'Comment',
},
'deleted -> open'  => {
label  => 'Undelete', # loc
},
],
},
);

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] Trying to add to Lifecycles.

[Bryon Baker]

Trying to add the assigned and evaluation lifecycles.

I am adding the following to SiteConfig and when I do I get the following error

[Thu Aug  1 17:25:22 2013] [debug]: Autohandler called ExternalAuth. Response: 
(0, ExternalAuthPriority not defined, please check your configuration file.) 
(/usr/share/request-tracker/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16)

And external:auth no longer works

I have added the section after the External setting section and before the 
external setting with no difference

Set(%Lifecycles,
default => {
initial => [ 'new' ],
active  => [ 'open', 'stalled', 'assigned', 'evaluation' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

defaults => {
on_create => 'new',
on_merge  => 'resolved',
on_merge  => 'resolved',
approved  => 'open',
denied=> 'rejected',
reminder_on_open => 'open',
reminder_on_resolve  => 'resolved',
},

transitions => {
''   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted'  => 'DeleteTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'new -> open'  => {
label  => 'Open It', # loc
update => 'Respond',
},
'new -> resolved'  => {
label  => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected'  => {
label  => 'Reject', # loc
update => 'Respond',
},
'new -> deleted'   => {
label  => 'Delete', # loc
},

'open -> stalled'  => {
label  => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label  => 'Resolve', # loc
update => 'Comment',
},
'open -> rejected' => {
label  => 'Reject', # loc
update => 'Respond',
},

'stalled -> open'  => {
label  => 'Open It', # loc
},
'resolved -> open' => {
label  => 'Re-open', # loc
update => 'Comment',
},
'rejected -> open' => {
label  => 'Re-open', # loc
update => 'Comment',
},
'deleted -> open'  => {
label  => 'Undelete', # loc
},
],
},
);

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] Inventory Type Add-On

[Matt Brennan]

Interesting point. I may give that a try. Thanks Ken!

-Matt


On Tue, Jul 30, 2013 at 4:51 PM, k...@rice.edu  wrote:

> On Tue, Jul 30, 2013 at 03:54:21PM -0400, Matt Brennan wrote:
> > I had considered using AT to track the devices themselves that are being
> > repaired. I had thought about whether there was a way to use AT to do
> this,
> > but I don't see any way to create a finite supply of parts and to
> subtract
> > from that inventory when used (unless I created an asset for every part
> in
> > inventory which, when you get into things like screws, would be a bit
> > ridiculous).
> >
>
> I was thinking that the asset would track the part id and then there
> would be a custom field with the part count that would be decremented
> as used. That is was an inventory system does after all.
>
> Ken
>

Re: [rt-users] Developer Mode

[Kevin Falcone]

On Thu, Aug 01, 2013 at 04:03:37PM +, Bryon Baker wrote:
>I am going to make a lot of changes to RT and was attempting to switch to 
> Developer mode by
>adding
> 
>Set($DevelMode, '1');
> 
>To the SiteConfig file when I do this I get the following error
> 
>Aug 01 10:52:04 linux-jrlt.site start_apache2[2937]: Can't locate 
> Module/Refresh.pm in @INC
>(@INC contains: /usr/share/request-tracker...e 97.\n
> 
>Does anyone know what I need to do the fix this issue?

Install Module::Refresh.  You may need a few other modules to run in
Devel::Mode.  You can run

/opt/rt4/sbin/rt-test-dependencies --with-dev

which will give you too large a list of modules that are needed for
development of RT (they include the modules to run the test suite also).

-kevin


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Description: PGP signature

Re: [rt-users] Functions

[Kevin Falcone]

On Thu, Aug 01, 2013 at 04:59:19PM +0300, Alexander Kucheryuk wrote:
> How can I know methods and functions of variables ?
> For example, $Ticket->Status which gets the status of the ticket.
> How can I find out other functions like "status"?
> 
> I checked wiki but its really limited. I would imagine I'd need to
> manually debug to find it all out but I was hoping there would be
> something available ready-made since I am not proficient in perl.

Start with http://docs.bestpractical.com

-kevin


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Description: PGP signature

Re: [rt-users] dashboard reminders in RT4?

[Kevin Falcone]

On Thu, Aug 01, 2013 at 08:26:38AM -0400, SSzretter wrote:
> I have set up a couple dashboards, which look good and also set a m-f
> 8am reminder with an email address in each.The email did not go
> out this morning, so I am trying to figure out why.
> 
> Generally, emails go out for tickets and the system checks mail and
> pulls it in regularly, so I am assuming there is some kind of
> rt-crontool going on (or similar).   I did not specifically set that
> up, but it's working.
> 
> SO, there must be something additional that I have to do to actually
> have my dashboard reminders go out every day, what should I look at?

You probably skipped step #9 in the install:
http://bestpractical.com/docs/rt/latest/README.html

-kevin


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Description: PGP signature

Re: [rt-users] ExternalAuth problems

[Jeff Solberg]

When you removed the extra '(' did you also remove the extra ')' from the end 
of the declaration? Your plug in line should look like this

Set(@Plugins, qw(RT::Extension::CommandByMail RT::Authen::ExternalAuth));

Restart Apache..

If this doesn’t work go into RT as root then go into the system configuration

Tools--> Configuration --> tools--> System Configuration

And see if the plugs are being set. Hope this helps.

Jeff


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Haupt
Sent: Thursday, August 01, 2013 9:06 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth problems

I have tried removing the extra '(' as recommended but with no success. I have 
also tried using changing
'user'  =>  $AD_User@$InternalNetwork ', to
'user'  =>  
'cn=$Username,cn=Users,dc=internal,dc=$DomainName,dc=com',

I also tried adding 
Set($LdapServer, 'ldaps://myDomainController.xxx.com');
Set($LdapTLS, 1);
Set($LdapSSLVersion, 3);

But none of these have yielded any better results.

-Original Message-
From: Jeff Solberg [mailto:jsolb...@intrepidls.com] 
Sent: Thursday, August 01, 2013 11:23 AM
To: Brian Haupt; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] ExternalAuth problems

Try removing the extra '(' you have in front of qw in your set@plugin 
declaration.

Jeff


From my Android phone on T-Mobile. The first nationwide 4G network.



 Original message 
From: Brian Haupt 
Date: 08/01/2013 7:48 AM (GMT-08:00)
To: rt-users@lists.bestpractical.com
Subject: [rt-users] ExternalAuth problems


I am setting up a new Request Tracker 4.0.16 installation on CentOS 6.4. I  am 
able to log into RT using the RT root password but I receive the following 
error when trying to login using my AD account

[Thu Aug  1 14:37:33 2013] [error]: FAILED LOGIN for $UserName from $IP_Address 
(/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:753)

Below is the relavent part of my RT_SiteConfig


Set($WebPort, 443);
Set($WebPath, "/rt");
Set($WebDomain, '$hostname.$PublicDomain'); Set($rtname, '$hostname');

Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {
'type'  =>  'ldap',

'server'=>  '$DC.$InternalNetwork',
'user'  =>  '$AD_User@$InternalNetwork',
'pass'  =>  '$Password',

'base'  =>  'dc=$InternalNetwork',
'filter'=>  '(objectClass=*)',
'attr_map' => {
'Name' => 'displayName',
'EmailAddress' => 'mail',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
},
},
});

# You must install Plugins on your own, this is only an example # of the 
correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); 
Set(@Plugins,(qw(RT::Extension::CommandByMail RT::Authen::ExternalAuth)));

1;

Re: [rt-users] Differentiating while sending notifictions

[Kevin Falcone]

On Thu, Aug 01, 2013 at 11:18:18AM +0200, Robert Wysocki wrote:
> Dnia 2013-07-31, śro o godzinie 12:10 -0400, Kevin Falcone pisze:
> > On Wed, Jul 31, 2013 at 02:03:57PM +0200, Robert Wysocki wrote:
> > > I'm looking for a way to differentiate between external (mainly
> > > customers) and internal users (emplyees) while sending notifications.
> > > 
> > > From what I figured out this cannot be done within the template itself.
> > > Should I write custom code and plug it in with some callback or is there
> > > any other way?
> > 
> > Often people do this by having AdminCcs be internal and Requestors/Ccs
> > be external.  This way they naturally use two separate Templates.
> 
> This would be a nice solutions except not everybody likes to receive
> tons of comments as AdminCc.

You can tune what Scrips run, although if some people do and some
people don't, it's difficult.

> > If you tell us more specifically what you're trying to accomplish,
> > someone might be able to suggest a solution.
> 
> Our RT web interface is used mainly locally. We have links included in
> templates, but external users usually don't have credentials to log in
> into web interface, so links just confuse them.
> We'd like to split templates so that only those with access get links
> and others don't.

Unfortunately, RT uses one template to generate all the mail to all
the Requestors, so you can't solve this with templates.

One way to solve this is having some custom notification actions
(perhaps with rt-email-group-admin to notify some internal users
separately from the others).

The only real solution is likely to have some sort of 
Notify Privileged Users vs Notify Unprivileged Users Scrip Actions
that subclass the Notify action and override which Requestors are
picked.  It'll be weird because half the Requestors would be notified
in a clump and then the others would be notified.
Or to convert RT to sending one email per user.

-kevin


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Description: PGP signature

Re: [rt-users] ExternalAuth problems

[Bryon Baker]

Brian
If you use AdsiEdit and look at the user object you are trying to use it will 
display the Distinguished Name needed to access the object.
Like 

NameClass   Distinguished Name
CN=RQ Tracker   UserCN=RQ 
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=Local

In the above case User would be
'user'  =>  'CN=RQ 
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=Local',
'server'=>  "This would be any readable Domain Controler"
Hope this helps.


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"


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Haupt
Sent: Thursday, August 01, 2013 11:06 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth problems

I have tried removing the extra '(' as recommended but with no success. I have 
also tried using changing
'user'  =>  $AD_User@$InternalNetwork ', to
'user'  =>  
'cn=$Username,cn=Users,dc=internal,dc=$DomainName,dc=com',

I also tried adding 
Set($LdapServer, 'ldaps://myDomainController.xxx.com');
Set($LdapTLS, 1);
Set($LdapSSLVersion, 3);

But none of these have yielded any better results.

-Original Message-
From: Jeff Solberg [mailto:jsolb...@intrepidls.com] 
Sent: Thursday, August 01, 2013 11:23 AM
To: Brian Haupt; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] ExternalAuth problems

Try removing the extra '(' you have in front of qw in your set@plugin 
declaration.

Jeff


From my Android phone on T-Mobile. The first nationwide 4G network.



 Original message 
From: Brian Haupt 
Date: 08/01/2013 7:48 AM (GMT-08:00)
To: rt-users@lists.bestpractical.com
Subject: [rt-users] ExternalAuth problems


I am setting up a new Request Tracker 4.0.16 installation on CentOS 6.4. I  am 
able to log into RT using the RT root password but I receive the following 
error when trying to login using my AD account

[Thu Aug  1 14:37:33 2013] [error]: FAILED LOGIN for $UserName from $IP_Address 
(/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:753)

Below is the relavent part of my RT_SiteConfig


Set($WebPort, 443);
Set($WebPath, "/rt");
Set($WebDomain, '$hostname.$PublicDomain'); Set($rtname, '$hostname');

Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {
'type'  =>  'ldap',

'server'=>  '$DC.$InternalNetwork',
'user'  =>  '$AD_User@$InternalNetwork',
'pass'  =>  '$Password',

'base'  =>  'dc=$InternalNetwork',
'filter'=>  '(objectClass=*)',
'attr_map' => {
'Name' => 'displayName',
'EmailAddress' => 'mail',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
},
},
});

# You must install Plugins on your own, this is only an example # of the 
correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); 
Set(@Plugins,(qw(RT::Extension::CommandByMail RT::Authen::ExternalAuth)));

1;

Re: [rt-users] New installation of 4.0.13 - performance problem viewing tickets.

[Kevin Falcone]

On Mon, Jul 29, 2013 at 11:32:09PM +0800, Richard Colley wrote:
>On 29 July 2013 23:29, Kevin Falcone <[1]falc...@bestpractical.com> wrote:
> 
>  On Mon, Jul 29, 2013 at 04:46:25PM +0800, Richard Colley wrote:
>  > I am having a strange performance problem viewing tickets in a recent
>  > installation of RT v4.0.13 on RHEL6.4. � DB is Postgres 9.2.
> 
>  Which version of DBD::Pg are you using?
> 
>DBD::Pg is version 2.19.3.

That's new enough to no longer generate incorrect SQL, but RT doesn't
use the DBIx::SearchBuilder functions that call column_info except
during upgrades.  As a result, I'm unsure what in RT would be
triggering the queries you're seeing.

You might turn on RT or Postgres' query logging and see if you can
figure out what happens before those queries.  Also - be suspicious of
any customizations.

-kevin


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Description: PGP signature

Re: [rt-users] ExternalAuth problems

[Brian Haupt]

I have tried removing the extra '(' as recommended but with no success. I have 
also tried using changing
'user'  =>  $AD_User@$InternalNetwork ', to
'user'  =>  
'cn=$Username,cn=Users,dc=internal,dc=$DomainName,dc=com',

I also tried adding 
Set($LdapServer, 'ldaps://myDomainController.xxx.com');
Set($LdapTLS, 1);
Set($LdapSSLVersion, 3);

But none of these have yielded any better results.

-Original Message-
From: Jeff Solberg [mailto:jsolb...@intrepidls.com] 
Sent: Thursday, August 01, 2013 11:23 AM
To: Brian Haupt; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] ExternalAuth problems

Try removing the extra '(' you have in front of qw in your set@plugin 
declaration.

Jeff


From my Android phone on T-Mobile. The first nationwide 4G network.



 Original message 
From: Brian Haupt 
Date: 08/01/2013 7:48 AM (GMT-08:00)
To: rt-users@lists.bestpractical.com
Subject: [rt-users] ExternalAuth problems


I am setting up a new Request Tracker 4.0.16 installation on CentOS 6.4. I  am 
able to log into RT using the RT root password but I receive the following 
error when trying to login using my AD account

[Thu Aug  1 14:37:33 2013] [error]: FAILED LOGIN for $UserName from $IP_Address 
(/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:753)

Below is the relavent part of my RT_SiteConfig


Set($WebPort, 443);
Set($WebPath, "/rt");
Set($WebDomain, '$hostname.$PublicDomain'); Set($rtname, '$hostname');

Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {
'type'  =>  'ldap',

'server'=>  '$DC.$InternalNetwork',
'user'  =>  '$AD_User@$InternalNetwork',
'pass'  =>  '$Password',

'base'  =>  'dc=$InternalNetwork',
'filter'=>  '(objectClass=*)',
'attr_map' => {
'Name' => 'displayName',
'EmailAddress' => 'mail',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
},
},
});

# You must install Plugins on your own, this is only an example # of the 
correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); 
Set(@Plugins,(qw(RT::Extension::CommandByMail RT::Authen::ExternalAuth)));

1;

[rt-users] Developer Mode

[Bryon Baker]

I am using RT 4.0.13 On OpenSuse

I am going to make a lot of changes to RT and was attempting to switch to 
Developer mode by adding
Set($DevelMode, '1');
To the SiteConfig file when I do this I get the following error

Aug 01 10:52:04 linux-jrlt.site start_apache2[2937]: [Thu Aug 01 10:52:04 2013] 
[warn] module actions_module is already loaded, skipping
Aug 01 10:52:04 linux-jrlt.site start_apache2[2937]: Syntax error on line 32 of 
/etc/apache2/conf.d/apache2-modperl2.conf:
Aug 01 10:52:04 linux-jrlt.site start_apache2[2937]: Can't locate 
Module/Refresh.pm in @INC (@INC contains: /usr/share/request-tracker...e 97.\n
Aug 01 10:52:04 linux-jrlt.site systemd[1]: Failed to start apache.
Aug 01 10:52:04 linux-jrlt.site systemd[1]: Unit apache2.service entered failed 
state

I can find the file in the following locations

[cid:image001.png@01CE8EA6.C541C420]

Does anyone know what I need to do the fix this issue?

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] ExternalAuth problems

[Jeff Solberg]

Try removing the extra '(' you have in front of qw in your set@plugin 
declaration.

Jeff


From my Android phone on T-Mobile. The first nationwide 4G network.



 Original message 
From: Brian Haupt 
Date: 08/01/2013 7:48 AM (GMT-08:00)
To: rt-users@lists.bestpractical.com
Subject: [rt-users] ExternalAuth problems


I am setting up a new Request Tracker 4.0.16 installation on CentOS 6.4. I  am 
able to log into RT using the RT root password but I receive the following 
error when trying to login using my AD account

[Thu Aug  1 14:37:33 2013] [error]: FAILED LOGIN for $UserName from $IP_Address 
(/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:753)

Below is the relavent part of my RT_SiteConfig


Set($WebPort, 443);
Set($WebPath, "/rt");
Set($WebDomain, '$hostname.$PublicDomain');
Set($rtname, '$hostname');

Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {
'type'  =>  'ldap',

'server'=>  '$DC.$InternalNetwork',
'user'  =>  '$AD_User@$InternalNetwork ',
'pass'  =>  '$Password',

'base'  =>  'dc=$InternalNetwork',
'filter'=>  '(objectClass=*)',
'attr_map' => {
'Name' => 'displayName',
'EmailAddress' => 'mail',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
},
},
});

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set(@Plugins,(qw(RT::Extension::CommandByMail RT::Authen::ExternalAuth)));

1;

[rt-users] ExternalAuth problems

[Brian Haupt]

I am setting up a new Request Tracker 4.0.16 installation on CentOS 6.4. I  am 
able to log into RT using the RT root password but I receive the following 
error when trying to login using my AD account

[Thu Aug  1 14:37:33 2013] [error]: FAILED LOGIN for $UserName from $IP_Address 
(/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:753)

Below is the relavent part of my RT_SiteConfig


Set($WebPort, 443);
Set($WebPath, "/rt");
Set($WebDomain, '$hostname.$PublicDomain');
Set($rtname, '$hostname');

Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {
'type'  =>  'ldap',

'server'=>  '$DC.$InternalNetwork',
'user'  =>  '$AD_User@$InternalNetwork ',
'pass'  =>  '$Password',

'base'  =>  'dc=$InternalNetwork',
'filter'=>  '(objectClass=*)',
'attr_map' => {
'Name' => 'displayName',
'EmailAddress' => 'mail',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
},
},
});

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set(@Plugins,(qw(RT::Extension::CommandByMail RT::Authen::ExternalAuth)));

1;

[rt-users] Functions

[Alexander Kucheryuk]

Hi!
I am running RT 4.0.16 on Centos 6.4.

How can I know methods and functions of variables ?
For example, $Ticket->Status which gets the status of the ticket. How 
can I find out other functions like "status"?


I checked wiki but its really limited. I would imagine I'd need to 
manually debug to find it all out but I was hoping there would be 
something available ready-made since I am not proficient in perl.

Re: [rt-users] Postfix sendmail returning status code 75

[Nathan Cutler]

> My guess is that you're running RT 4 under mod_perl with the wrong
> SetHandler value.  Read
> http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx and
> compare your config.

No, mine seems to check out. Here it is:

AddDefaultCharset UTF-8

PerlSetEnv RT_SITE_CONFIG /etc/request-tracker/RT_SiteConfig.pm

# You might need to alter references to /rt in this file (there are
# three) to match whatever base URL you are using for your RT site
Alias / /usr/share/request-tracker/html


  SetHandler modperl
  PerlResponseHandler Plack::Handler::Apache2
  PerlSetVar psgi_app /usr/sbin/rt-server
#  Options None
#  Order allow,deny
#  Allow from all


# Limit mail gateway access to localhost by default

Order Allow,Deny
Allow from 127.0.0.1



  use Plack::Handler::Apache2;
  Plack::Handler::Apache2->preload("/usr/sbin/rt-server");


Today I have been keeping a close watch on the server's memory. So far
I haven't seen any less than 80% free, and no error so far, either.

Nathan

[rt-users] dashboard reminders in RT4?

[SSzretter]

I have set up a couple dashboards, which look good and also set a m-f
8am reminder with an email address in each.The email did not go
out this morning, so I am trying to figure out why.

Generally, emails go out for tickets and the system checks mail and
pulls it in regularly, so I am assuming there is some kind of
rt-crontool going on (or similar).   I did not specifically set that
up, but it's working.

SO, there must be something additional that I have to do to actually
have my dashboard reminders go out every day, what should I look at?

Thanks!

[rt-users] how to search for tickets resolved 'yesterday' ?

[SSzretter]

I want to show a list of tickets resolved yesterday only, so that I
can create a dashboard that will email daily AM a list of tickets that
were finished the day before...?  Thanks!

Re: [rt-users] Differentiating while sending notifictions

[Robert Wysocki]

Dnia 2013-07-31, śro o godzinie 12:10 -0400, Kevin Falcone pisze:
> On Wed, Jul 31, 2013 at 02:03:57PM +0200, Robert Wysocki wrote:
> > I'm looking for a way to differentiate between external (mainly
> > customers) and internal users (emplyees) while sending notifications.
> > 
> > From what I figured out this cannot be done within the template itself.
> > Should I write custom code and plug it in with some callback or is there
> > any other way?
> 
> Often people do this by having AdminCcs be internal and Requestors/Ccs
> be external.  This way they naturally use two separate Templates.

This would be a nice solutions except not everybody likes to receive
tons of comments as AdminCc.

> If you tell us more specifically what you're trying to accomplish,
> someone might be able to suggest a solution.

Our RT web interface is used mainly locally. We have links included in
templates, but external users usually don't have credentials to log in
into web interface, so links just confuse them.
We'd like to split templates so that only those with access get links
and others don't.

Regards,
-- 
Robert Wysocki
administrator systemów linuksowych
administrator baz danych
Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław
ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa