Re: [rt-users] Need help with the plugin RT::Extension::SLA
Yes sorry you're right ! I had in my 2 users the mail and now the field requestor is filled by default with the mail and the expected behavior works ! Now i'm going to test IgnoreOnStatus to see if we can stop SLA on specific ticket status. Many thanks for your time and your advices, it was very helpful. Have a nice day Kind regards / Cordialement *Alexandre Leprevost* Project Engineer / Delivery Team 4 rue de l´Abreuvoir 92 400 Courbevoie France a...@efficientip.com Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com 2013/10/1 Ruslan Zakirov r...@bestpractical.com On Tue, Oct 1, 2013 at 7:14 PM, Alexandre LEPREVOST a...@efficientip.comwrote: Ok Ruslan, We are going to create group/user with no admin right and we'll try it again. I hope It will be better. It's not about rights, it's not about groups. It's about requestors! Open Create a new ticket and find Requestors input field. It must be filled with at least one user when you test and this user must reply at least once to the ticket for you to see the effect. You were very helpful. If we find something else, we'll contact you. Many thank you for your help Ruslan ! Kind regards / Cordialement *Alexandre Leprevost* Project Engineer / Delivery Team 4 rue de l´Abreuvoir 92 400 Courbevoie France a...@efficientip.com Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com 2013/10/1 Ruslan Zakirov r...@bestpractical.com On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI a...@efficientip.comwrote: I've just created a new ticket at 4:24 PM on Tue with the user admin, and in the field Due: I got Wed 10:24 AM which is the Resolve time not the Response time of 15 min setted. So, for us at the start the Due time is not what is expected. I don't know how else to explain it. SLA extension uses lists of Requestors to decide who is who. If you create a ticket as Admin with Admin user as requestor (this part is VERY important) of the ticket then Admin is the one who requested the ticket and then Reply deadline will be set. *Abdallah Tabi* Support Team - a...@efficientip.com *4 rue de l´Abreuvoir 92 400 Courbevoie France a...@efficientip.com Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com* 2013/10/1 Ruslan Zakirov r...@bestpractical.com On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI a...@efficientip.comwrote: Good afternoon, Thank you for your really quick answer ! Ok let me give you more information. As I said, your testing setup is wrong. Ticket should have a requestor, in your case requestor is empty. Let me show you two cases: 1) Staff A creates a ticket with requestor B and says we talked on the phone, here is info you requested... 2) User B creates a ticket with himself as requestor and says can I get some help Do you see difference? What you're testing is closer to 1) To see how it works you need at least two users (with emails defined, this will make life easier) and either switch logins or use email integration. -- Best regards, Ruslan. -- Best regards, Ruslan. -- Best regards, Ruslan. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Global HTML head
How do I add a custom global HTML header metadata for all RT content? One of our customers does content filtering and does not permit access if we do not have meta info on all of our HTML; I need to get something like this on all RT generated pages: meta name=Keywords content=RT, project, tasks, tickets, project management, request tracker, RT, trouble ticket meta name=Description content=Support system I know this must be a simple and common RT configuration, but I am not finding how to do this anywhere in the docs or in searches. Do I edit a file in /usr/share/request-tracker4/html ? Or something else? Thanks for any help! DW -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Virtualizing RT To Hyper-V
Thanks for your responses. It sounds that the better option is to build a new VM (Hyper-V Supported). Some questions .. * When I build the VM, what type of configuration must I do? Is it just the OS, or do I also install RT (what version)? * What directories (objects) must I backup, in order to properly restore to the new VM? * Do any of you have the process documented, I remember reading that some of you have done this a zillion times :) ? Thanks, AVazquez On Tue, Oct 1, 2013 at 2:56 PM, Mike Coakley mike.coak...@gmail.com wrote: Hi Alberto, We use RT on Hyper-V. We built a new VM instance and performed a data migration for our physical implementation. We did this because our flavor and version of Linux was not supported well on Hyper-V. The newer kernels are pretty good and I saw very good performance. Basically make sure your distro supports the synthetic drivers for hyper-v and you will be good to go. Mike On Oct 1, 2013, 12:32 PM, Alberto Vazquez wrote: All, I have a physical server running RT, and I want to virtualize it to Hyper-V. Can some provide some guidance on what will the best process to follow? Or, are there any potential issues? Thanks, AVazquez -- Walk in faith! Alberto Vazquez-Dzul Email: beto...@gmail.com Mobile: (805) 444-0835 GVoice: (805) 768-4798 -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Back to my Dynamic template choosing Scrip problem...
Hello,
This is not an easy issue to work out - I'm sorry for repeating this
question but last time I answered myself and then realized the answer
wasn't going to work out. Anyway here goes...
I have a CF called Classification where we classify a ticket based on a
scoring system for keywords in fields like From:, Subject: and Content of
an incoming email report. The incident report might be classified as one
of Phishing, Open Recursive DNS or Malware etc. There are currently
12 different classifications and more may need to be added. When opening
an Investigation for an issue the CF Classification is used to determine
the template to send to the client containing some helpful information and
what is required of them.
Not only are we dealing with multiple templates but also each one has its
own language. English, French and Spanish. It is very cumbersome to have
3 Scrips for each classification.
*Below is 1 example for the Open Recursive DNS classification in all
three languages and how it is dealt with currently:*
*Desc:* On Create Customer Open Recursive DNS English
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Open Recursive DNS (en)
*Stage:* TransactionCreate
*Custom Condition:*
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
return 0 unless $trans-Type eq Create;
return 0 unless $ticket-FirstCustomFieldValue('Classification') eq Open
Recursive DNS;
## If English or no language choose English below...
if ($ticket-FirstCustomFieldValue('PreferredLanguage') eq 'English' ||
$ticket-FirstCustomFieldValue('PreferredLanguage') eq ) {
return 1;
}
*Desc:* On Create Customer Open Recursive DNS French
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Open Recursive DNS (fr)
*Stage:* TransactionCreate
*Custom Condition:*
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
return 0 unless $trans-Type eq Create;
return 0 unless $ticket-FirstCustomFieldValue('Classification') eq Open
Recursive DNS;
if ($ticket-FirstCustomFieldValue('PreferredLanguage') eq 'French') {
return 1;
}
*Desc:* On Create Customer Open Recursive DNS Spanish
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Open Recursive DNS (es)
*Stage:* TransactionCreate
*Custom Condition:*
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
return 0 unless $trans-Type eq Create;
return 0 unless $ticket-FirstCustomFieldValue('Classification') eq Open
Recursive DNS;
if ($ticket-FirstCustomFieldValue('PreferredLanguage') eq 'Spanish') {
return 1;
}
OK!? So what's the problem? you might ask…
Can anyone tell me how to roll this into one Scrip without making the
templates themselves a mess of spaghetti code?
*Pseudo code might be:*
*Desc:* On Create Customer Open Recursive DNS
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Global template: Blank
*Stage:* TransactionCreate
*Fake Code Custom Condition:*
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
return 0 unless $trans-Type eq Create;
my $class = $self-FirstCustomFieldValue('Classification');
my $lang = $ticket-FirstCustomFieldValue('PreferredLanguage');
my $template = $class. (.$lang.);
## Eg: Open Recursive DNS (French)
if (SetTheTemplateTo($template)) {
return 1;
}
return 0;
I know SetTheTemplateTo() is not a real function… But that's what I want to
work out how to do. Basically override or supplement the template set on
the Scrip form.
--
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] REST permissions? write-only?
Is there a way I could just globally turn off all the read capability to the REST server? Basically I have data I wish to keep private and it would be a security risk if someone can read tickets using REST. I believe I can fix this with permissions but I'd rather just completely remove any read capability to the REST server and just use it to create new tickets. A 'drop box' if you will from a web front-end. Any ideas? -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Upgrade to 4.2 fail
Trying to get from 4.0.16 to 4.2.0rc5. Make upgrade and make database-upgrade go fine, but when I restart Apache I get: root@help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: Can't locate Symbol/Global/Name.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /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 /opt/rt4/sbin/../lib/RT/Config.pm line 55.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Config.pm line 55.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 156.\n Action 'configtest' failed. The Apache error log may have more information. ...fail! Below is line 44 of 000-defaultbut I'm not sure where the syntax error is. This is getting above and beyond my knowledge of linux/apache! 35 Location /rt/ 36 Order allow,deny 37 Allow from all 38 39 SetHandler modperl 40 PerlResponseHandler Plack::Handler::Apache2 41 PerlSetVar psgi_app /opt/rt4/sbin/rt-server 42 /Location 43 Perl 44 use Plack::Handler::Apache2; 45 Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); 46 /Perl 47 /VirtualHost Any help is appreciated! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Upgrade to 4.2 fail
On Wed, 2013-10-02 at 21:26 -0500, Max McGrath wrote: Trying to get from 4.0.16 to 4.2.0rc5. Make upgrade and make database-upgrade go fine, but when I restart Apache I get: root@help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: Can't locate Symbol/Global/Name.pm in @INC RT 4.2 has additional dependencies that RT 4.0 does not. You skipped step 3 (`make testdeps`) of the upgrade steps in README: http://bestpractical.com/docs/rt/4.2.0/README - Alex -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Upgrade to 4.2 fail
Nope...definitely did that step: root@help:/tmp/rt-4.2.0rc5# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: =5.10.1(5.14.2) ...found users: rt group (www-data) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www-data) ...found web group (www-data) ...found CLI dependencies: Text::ParseWords ...found Term::ReadKey ...found Getopt::Long = 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found LWP ...found CORE dependencies: Storable = 2.08 ...found Encode = 2.39 ...found Crypt::Eksblowfish ...found Module::Versions::Report = 1.05 ...found List::MoreUtils ...found Errno ...found DBI = 1.37 ...found Devel::StackTrace = 1.19 ...found HTTP::Message = 6.0 ...found Text::Password::Pronounceable ...found Devel::GlobalDestruction ...found Time::ParseDate ...found IPC::Run3 ...found Tree::Simple = 1.04 ...found HTML::Scrubber = 0.08 ...found HTML::Quoted ...found Sys::Syslog = 0.16 ...found Mail::Mailer = 1.57 ...found Data::GUID ...found HTML::Mason = 1.43 ...found HTML::Entities ...found LWP::Simple ...found Symbol::Global::Name = 0.04 ...found DateTime::Format::Natural = 0.67 ...found Plack = 1.0002 ...found File::Glob ...found Class::Accessor = 0.34 ...found Text::Wrapper ...found Regexp::Common::net::CIDR ...found Log::Dispatch = 2.30 ...found HTML::FormatText::WithLinks::AndTables ...found DateTime = 0.44 ...found CGI::Emulate::PSGI ...found Text::Quoted = 2.07 ...found Regexp::IPv6 ...found CGI = 3.38 ...found CSS::Squish = 0.06 ...found DateTime::Locale = 0.40 ...found CGI::PSGI = 0.12 ...found Apache::Session = 1.53 ...found Date::Extract = 0.02 ...found Digest::SHA ...found HTML::Mason::PSGIHandler = 0.52 ...found MIME::Entity = 5.504 ...found Locale::Maketext::Lexicon = 0.32 ...found Module::Refresh = 0.03 ...found Role::Basic = 0.12 ...found Digest::base ...found File::Temp = 0.19 ...found Date::Manip ...found Locale::Maketext = 1.06 ...found HTML::RewriteAttributes = 0.05 ...found Text::Template = 1.44 ...found CGI::Cookie = 1.20 ...found Scalar::Util ...found XML::RSS = 1.05 ...found Text::WikiFormat = 0.76 ...found File::Spec = 0.8 ...found DBIx::SearchBuilder = 1.65 ...found File::ShareDir ...found Regexp::Common ...found Digest::MD5 = 2.27 ...found HTML::FormatText::WithLinks = 0.14 ...found Mail::Header = 2.12 ...found Locale::Maketext::Fuzzy = 0.11 ...found Time::HiRes ...found Email::Address::List ...found Net::CIDR ...found JSON ...found UNIVERSAL::require ...found Email::Address = 1.897 ...found Plack::Handler::Starlet ...found DASHBOARDS dependencies: URI::QueryParam ...found URI = 1.59 ...found MIME::Types ...found FASTCGI dependencies: FCGI::ProcManager ...found FCGI = 0.74 ...found GD dependencies: GD::Text ...found GD ...found GD::Graph = 1.47 ...found GPG dependencies: File::Which ...found PerlIO::eol ...found GnuPG::Interface ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found LWP::UserAgent = 6.0 ...found Crypt::SSLeay ...found Getopt::Long ...found Net::SSL ...found LWP::Protocol::https ...found Mozilla::CA ...found MYSQL dependencies: DBD::mysql = 2.1018 ...found SMIME dependencies: String::ShellQuote ...found File::Which ...found Crypt::X509 ...found USERLOGO dependencies: Convert::Color ...found *All dependencies have been found.* -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Oct 2, 2013 at 9:44 PM, Alex Vandiver ale...@bestpractical.comwrote: On Wed, 2013-10-02 at 21:26 -0500, Max McGrath wrote: Trying to get from 4.0.16 to 4.2.0rc5. Make upgrade and make database-upgrade go fine, but when I restart Apache I get: root@help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: Can't locate Symbol/Global/Name.pm in @INC RT 4.2 has additional dependencies that RT 4.0 does not. You skipped step 3 (`make testdeps`) of the upgrade steps in README: http://bestpractical.com/docs/rt/4.2.0/README - Alex -- RT Training in New York,
Re: [rt-users] Upgrade to 4.2 fail
On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote: Nope...definitely did that step: [snp] Ah. Then the perl that your mod_perl is linked against is not the perl that you configured RT with -- did you recompile a newer perl to meet the = 5.10.1 dep, but not recompile mod_perl? Deploying with mod_fcgi or mod_fastcgi is probably easier than upgrading mod_perl. - Alex -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
