Re: [rt-users] Some external users not being AutoCreate'd
A user who sends in an email for the first time should generate an unprivileged account which sets the username as the email address. It doesn't exist so it should be created. On Feb 9, 2014 9:09 PM, Gerald Vogt v...@spamcop.net wrote: On 10.02.2014 06:46, Mathew Snyder wrote: ... [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with address 'user.exam...@gmail.com mailto:user.exam...@gmail.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) ... [15816] [Fri Feb 7 05:29:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: u...@example.com mailto:u...@example.com, Name: user, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) If these logs are correct then the user has two or more email addresses in LDAP and u...@example.com is already in the RT database. The user sends from the second address user.exam...@gmail.com. This is not supported (yet). Users with multiple email addresses in LDAP are not supported (even though some docs say otherwise). We have just discussed this recently. See this thread: http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html The user must use the email address in the RT database. Mails from any other email address in LDAP is rejected because the user already exists in the RT database. You may try to manually create a second RT user with the second email address and then use the MergeUser extension to merge the accounts. -Gerald
Re: [rt-users] Some external users not being AutoCreate'd
On 10.02.2014 09:29, Mathew Snyder wrote: A user who sends in an email for the first time should generate an unprivileged account which sets the username as the email address. It doesn't exist so it should be created. The user has been created with e-mail address u...@example.com mapping to user name user. Now the user sends e-mail from e-mail address user.exam...@gmail.com which you map to the same user user with LDAP. That's not supported. That would mean the same LDAP user has two e-mail addresses. You match users in LDAP using either of these attributes: 'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName', ], If you don't have the gmail address in LDAP then it's probably the real name which matches. With your configuration you can only have one RT account for each real name. Thus if there is another Mathew Snyder with a different e-mail address it gets rejected because again. You don't want RealName in attr_match_list unless you are sure that each real name will only match to a single person with a single e-mail address. -Gerald On Feb 9, 2014 9:09 PM, Gerald Vogt v...@spamcop.net mailto:v...@spamcop.net wrote: On 10.02.2014 06:46, Mathew Snyder wrote: ... [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with address 'user.exam...@gmail.com mailto:user.exam...@gmail.com mailto:user.exam...@gmail.com mailto:user.exam...@gmail.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) ... [15816] [Fri Feb 7 05:29:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: u...@example.com mailto:u...@example.com mailto:u...@example.com mailto:u...@example.com, Name: user, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) If these logs are correct then the user has two or more email addresses in LDAP and u...@example.com mailto:u...@example.com is already in the RT database. The user sends from the second address user.exam...@gmail.com mailto:user.exam...@gmail.com. This is not supported (yet). Users with multiple email addresses in LDAP are not supported (even though some docs say otherwise). We have just discussed this recently. See this thread: http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html The user must use the email address in the RT database. Mails from any other email address in LDAP is rejected because the user already exists in the RT database. You may try to manually create a second RT user with the second email address and then use the MergeUser extension to merge the accounts. -Gerald
[rt-users] reply via email as comment
Hi all, I've been asked by my support team to configure RT to treat replies via email as comments, for a single queue only. I'm new to RT and don't really know how to do that! Specifically, when staff reply to a ticket notification email, they do not want that reply to go to the requestor. I had thought that having the default '$QUEUE'@example.com be the 'comments' email in my /etc/aliases might work, but that means no tickets are created when sent to that address. I don't think setting the $SetOutgoingMailFrom and OverrideOutgoingMailFrom are quite what I need. Is this something I should be doing as a scrip? Apparently, they've had this working previously, from a different sysadmin, then RT was upgraded to 4.0, and it hasn't worked since. Of course, no-one remembers how it was done, and there was no documentation made! Thanks for your time! -- Paul Warren
Re: [rt-users] Problem : A custom field edited via REST will be disabled
On Mon, Feb 10, 2014 at 02:16:50PM +0100, Sylvain Auguy wrote: Ok my bad... It does as you said Kevin, but I still have a problem. The new customer field values are not recognized properly by the pages Modify.html and ModifyAll.html and it acts as if these fields were without any value (while they appear correctly on Display.html). When I perform a request with the mysql CLI client, the display is very weird. While it is correct with a graphical client like mysql workbench. You can see it on the attached screenshots (the 3 last lines are the custom fields which have a problem). Any idea why these outputs differ depending on the mysql client and why it interferes with RT behavior ? The mysql command line client is probably correctly representing the data in the field while mysqlbench is papering over formatting errors. I assume you have extraneous whitespace / line endings, most likely \r from using a windows machine.. You may be able to see better if you run your mysql command line query with a trailing \G or by running the Content column through mysql's HEX() function so you can see the literal characters. Since those Content values have bogus line endings, they don't match the CustomFieldValues in RT, so Modify.html won't be able to tell that the values are the same. So - figuring out why your REST client is sending bogus line endings on trailing characters would be high on the short list of things to check. -kevin pgppiOhnUog4B.pgp Description: PGP signature
Re: [rt-users] reply via email as comment
On Mon, Feb 10, 2014 at 04:35:42PM +1100, Paul Warren wrote: I've been asked by my support team to configure RT to treat replies via email as comments, for a single queue only. I'm new to RT and don't really know how to do that! Specifically, when staff reply to a ticket notification email, they do not want that reply to go to the requestor. I had thought that having the default `$QUEUE'@example.com be the `comments' email in my /etc/aliases might work, but that means no tickets are created when sent to that address. You should be able to create tickets when sending mail to a --action comment email address. I do it. If you want to know what's wrong, you'll need to show your config and logs. Alternatively, you can just disable all the On Correspond Notify Requestor (and CC, and one time recipients) in that Queue, which would mean that nobody could ever send them email from that queue. -kevin pgpRGvwYPsGGI.pgp Description: PGP signature
[rt-users] rt-importer in 4.2.2 with a typo?
Hi, I was trying to migrate from mysql to pgsql with a 4.2.2 installation. The 4.2.2 installation ran just fine. I then had to run ./configure again with --with-db-type=Pg to get the missing dependencies via 'make fixdeps'. I then ran rt-serializer --clone --directory /root/rt422-mysql/ which completed just fine after bumping up the VM to 2gigs of memory Next up I prepared the pgsql database: rt-setup-database --action=create,acl,schema #as per documentation, no action=init for a clone Now I tried to import that: rt-importer /root/rt422-mysql/ However, this almost immediately fails with: [11764] [Mon Feb 10 18:12:01 2014] [warning]: Can't read /root/rt422-mysql/root/rt422-mysql/001.dat: No such file or directory at /opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm line 102. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) As you can see it doubles the path because its looking for 001.dat in the wrong place. Is this a typo somewhere within the rt-importer script or did I do something wrong? Kind regards, ms
Re: [rt-users] rt-importer in 4.2.2 with a typo?
On Mon, Feb 10, 2014 at 07:14:58PM +0100, m...@fv-berlin.de wrote: Now I tried to import that: rt-importer /root/rt422-mysql/ However, this almost immediately fails with: [11764] [Mon Feb 10 18:12:01 2014] [warning]: Can't read /root/rt422-mysql/root/rt422-mysql/001.dat: No such file or directory at /opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm line 102. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) Sounds like the bug fixed in this branch, which should get merged down for 4.2.3, but you can patch it in manually (or use a relative path for now). https://github.com/bestpractical/rt/compare/4.2;importer-abs-paths -kevin pgpB4OXJFS6mi.pgp Description: PGP signature
Re: [rt-users] Slow RT after moving DB on another server
On Mon, Feb 10, 2014 at 12:55:49AM +0100, Jan Niezbędny wrote: A few days ago i moved my RT (v4.0.4) database (MySQL) to another server. Of course I introduced relevant configuration indicating where the base is located. From that moment to log on to the program is a big problem. And when you will succeed it works very slowly. The logs do not have anything specific on this topic. Do you have any idea how to check what could be wrong? Generally this means that there are problems communicating between the servers. Manually connect from the web server to the database server and see how long it takes to run something like select * from Users where name = 'root'. Most often this is network problems or dns problems or something similar. See the recent discussions on this list about how Rt performs when talking to a Postgres install with unpredictable and occasionally very high latency. -kevin pgpvWc0SVdZ3C.pgp Description: PGP signature
Re: [rt-users] Forwarding an e-mail with an HTML alternative
On Fri, Feb 07, 2014 at 09:44:48PM +0100, Martin Drašar wrote: Hmm... so I have just hacked the Template.pm _DowngradeFromHTML() to check for multipart/alternative in transaction and supply the text/plain part from it, instead of using the HTML::TreeBuilder and HTML::FormatText. Seems to work like a charm. Now I wonder, when it's going to bite me :-) In the future, if you report bugs, please mention this local modification. -kevin pgpYeQC2EF31i.pgp Description: PGP signature
Re: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3
On Fri, Feb 07, 2014 at 12:30:45PM -0500, john boris wrote: Kevin, Thanks for the reply. I reran the script and selected mysql (which I did originally) it had an error at the end and I had a choice to retry, abort, retry (skip questions) so I said retry and it asked me the questions again and I answered as before and the script ended without an error. I went into Mysql with phpmyadmin and the database was created by when I go to the web address I now get * Config file /etc/request-tracker4/RT_SiteConfig.pm is locked I checked all of my windows and I don't have it opened anywhere. I restarted the server just in case but I still get the message. You would need to show the errors you get and show your RT log errors. The RT_SiteConfig.pm being locked implies you ran but failed to complete the Web Installer (or that the Debian installer uses this behavior too). You could manually change permissions on that file, but I'd want to know how it got to that state. -kevin pgpLs_CljBKEi.pgp Description: PGP signature
[rt-users] rt command error
Hi, We upgraded rt from 4.0.5 to 4.0.17 and rt command line client failed after the upgrading. # /opt/rt/bin/rt ls 18990 Query:id=18990 Strong encryption not available, switched off by externalauth=0 Password will be sent to rt.mydomin.com over SSL Press CTRL-C now if you do not want to continue Password: rt: Server error: Can't connect to rt.mydomin.com:443 (certificate verify failed) (500) We are using self-signed certificate for the site. Please advise. Below is .rtrc file server https://rt.mydomain.com/ usertest Thanks, Qiao --- SC-ISAC, DSIT (803)896-0597 q...@cio.sc.gov
Re: [rt-users] Some external users not being AutoCreate'd
-Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Mon, Feb 10, 2014 at 1:13 AM, Gerald Vogt v...@spamcop.net wrote: On 10.02.2014 09:29, Mathew Snyder wrote: A user who sends in an email for the first time should generate an unprivileged account which sets the username as the email address. It doesn't exist so it should be created. The user has been created with e-mail address u...@example.com mapping to user name user. Now the user sends e-mail from e-mail address user.exam...@gmail.com which you map to the same user user with LDAP. That's not supported. That would mean the same LDAP user has two e-mail addresses. You match users in LDAP using either of these attributes: 'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName', ], If you don't have the gmail address in LDAP then it's probably the real name which matches. With your configuration you can only have one RT account for each real name. Thus if there is another Mathew Snyder with a different e-mail address it gets rejected because again. You don't want RealName in attr_match_list unless you are sure that each real name will only match to a single person with a single e-mail address. I asked the person that is doing most of the grunt work to look into this. Rather than comment out the RealName setting under attr_match_list he commented it out under attr_map. This seems to have ad the same effect as it no longer creates a second account with the same real name as another that is in LDAP. I'm not entirely sure why RT should care about a person's actual name. The username is really all that is relevant. This seems to be a failure on the designers part, as far as I'm concerned. -Gerald On Feb 9, 2014 9:09 PM, Gerald Vogt v...@spamcop.net mailto:v...@spamcop.net wrote: On 10.02.2014 06:46, Mathew Snyder wrote: ... [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with address 'user.exam...@gmail.com mailto:user.exam...@gmail.com mailto:user.exam...@gmail.com mailto:user.exam...@gmail.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) ... [15816] [Fri Feb 7 05:29:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: u...@example.com mailto:u...@example.com mailto:u...@example.com mailto:u...@example.com, Name: user, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) If these logs are correct then the user has two or more email addresses in LDAP and u...@example.com mailto:u...@example.com is already in the RT database. The user sends from the second address user.exam...@gmail.com mailto:user.exam...@gmail.com. This is not supported (yet). Users with multiple email addresses in LDAP are not supported (even though some docs say otherwise). We have just discussed this recently. See this thread: http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html The user must use the email address in the RT database. Mails from any other email address in LDAP is rejected because the user already exists in the RT database. You may try to manually create a second RT user with the second email address and then use the MergeUser extension to merge the accounts. -Gerald
Re: [rt-users] Some external users not being AutoCreate'd
On 10.02.2014 22:12, Mathew Snyder wrote: I asked the person that is doing most of the grunt work to look into this. Rather than comment out the RealName setting under attr_match_list he commented it out under attr_map. This seems to have ad the same If you do that RT won't set the real name from LDAP into the RT database. You won't see the real name unless the user sets it in preferences. The attr_map synchronizes data from LDAP into the RT database... effect as it no longer creates a second account with the same real name as another that is in LDAP. I'm not entirely sure why RT should care about a person's actual name. It doesn't. You have configured it this way. You made RT care about the real name. The username is really all that is relevant. This seems to be a failure on the designers part, as far as I'm concerned. It's in the documentation. You have to match the users in LDAP to the RT database somehow. You have to configure that. Not everyone wants to use the username. Some people use the email address. You have to configure it. You get what you configure. Gerald
