Re: [rt-users] Disable creation of tickets via email

[Aaron Guise]

I 
> Date: Fri, 5 Dec 2014 14:14:42 +0100
> From: fredrik.ramb...@cdon.com
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Disable creation of tickets via email
> 
> Hi, everybody.
> 
> We run an old RT3 and we would like to change how users submit tickets.
> Today they mail in tickets. We want to force them to submit via a web
> form that then create the tickets with the required information.
> 
> They should be able to add correspondance to an existing ticket as usual.
> 
> I know how to make the webform thingy create tickets via CLI. I just
> want to disable ticket creation via email.
> 
> rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond 
> 
> How can this be done?
> 
> [CDON.COM] 

Hi Fredrik, 

I would suggest removing the alias which pipes the mail to RT from your SMTP 
Server.  e.g Postfix,Exim or Sendmail.  That will stop all email getting 
through.

--
Regards, 

Aaron
  

[rt-users] filter error in RT-Authen-ExternalAuth

[Pete Ashdown]

I'm using an LDAP filter, that otherwise works, in
RT-Authen-ExternalAuth that is giving me an perl error that I'm having
trouble getting rid of.  Here is my configuration (names changed to
protect the innocent):

Set($ExternalSettings, {
'My_LDAP'   =>  {
'type' =>  'ldap',
'server'   =>  'ldap.myorg.org',
'user' => 'cn=authentication,ou=widgets,o=myorg',
'pass' => 'SUPERSEKRET',
'tls' => 1,
'base' => 'ou=accounts,o=myorg',
'filter' => '(objectClass=FooBarBoo)',
'd_filter' => '(objectClass=Deactivated)',
'net_ldap_args' => [ version => 3 ],
# Users are allowed to log in via email address or account
# name
'attr_match_list'  => [
'uid',
],
# Import the following properties of the user from LDAP upon
# login
'attr_map' => {
'RealName' => 'cn',
},
},
} );

And here's the error:

[28018] [Thu Dec  4 22:34:57 2014] [error]: Can't locate object method
"as_string" via package "(objectClass=FooBarBaz)" (perhaps you forgot to
load "(objectClass=FooBarBoo)"?) at
/usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 469.

I've tried quoting, escaping, and staring blankly at the code for hours
on end, but filter just doesn't digest.  Can any tell me what I'm missing?

[rt-users] newbie script / Action question

[Karres, Dean]

Hi,

Please feel free to point me at the correct docs here.  I think I am about to 
get a handle on some RT related thing and then it turns to smoke in my fingers 
:)

Part of this is a "Best Practices" question.  We are testing RT at the moment 
so playing around is fine with the goal of a solid system at the far end.

In our case I envision the following: a "tree" of Queues "rooted" at the 
primary "Helpdesk" queue.  All initial Customer interactions should come into 
the primary Helpdesk Queue.  Then a combination of human interaction and 
auto-filters should sort the inbound queue items into other "Word Queues".

The "auto-filter" bit is where I am having some issues.  I have seen the doc 
at: http://requesttracker.wikia.com/wiki/WriteCustomAction on Custom Actions.  
I have used the GUI interface to create two Scripts that look at the main Queue 
and change the Queue for inbound tickets that have keywords in the Subject.  
For example our Helpdesk sends special printing requests to a printing 
department and a sub-set of the Helpdesk staff can handle a limited number of 
trivial Personnel "status" issues.

The Best-Practice question is: is this the best way to deal with these sorts of 
tickets and Queues?  I just want to move tickets that pattern-match X into 
special-queue-X.  There will be several other queues and the Helpdesk staff 
will sort inbound tickets into them as necessary.

The tech question part has two parts:

1)  I used the GUI to create the filters as I mentioned above.  I saw no 
errors in the creation and they worked for a couple of hours then started 
failing for no obvious reason.  During this same time I was changing some MySQL 
innodb config options.  But then this morning the filter scripts magically 
started working again.  I don't understand why they stopped or restarted.  I am 
not seeing (or am not looking in the right place) other debug info that might 
clue me in.

2)  In the link above it talks about writing a module to perform the action 
of the script(s).  It talks about registering the modules.  The question here 
is really, while looking through /opt/rt4/lib/.../Actions I see a ChangeQueue 
module/action.  While creating the scripts through the GUI the list of 
drop-down Actions did not include "Change Queue".  That's really what I want to 
do here.  Should that exist in the Action list?  How do I enable it if it 
should?


Dean...K...

Re: [rt-users] docs improvement suggestion for full-text searching

[Alex Vandiver]

On 12/01/2014 04:11 PM, Jo Rhett wrote:
> version 2.0.8-1 rpm package for EL6

compat_sphinxql_magics was added in 2.0.1-beta, defaults to 0 in
2.1.1-beta, and was removed in 2.2.1-beta.  I'm hesitant to add
something to the documented configuration which will cause sphinx to
fail on all other versions.  Can you explain the failure mode of not
having it more clearly?

binlog_path was added in 1.10 -- I've added it, with a comment to the
versions it's pertinent to.
 - Alex

[rt-users] Disable creation of tickets via email

[Fredrik Rambris]

Hi, everybody.

We run an old RT3 and we would like to change how users submit tickets.
Today they mail in tickets. We want to force them to submit via a web
form that then create the tickets with the required information.

They should be able to add correspondance to an existing ticket as usual.

I know how to make the webform thingy create tickets via CLI. I just
want to disable ticket creation via email.

rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond 

How can this be done?

[CDON.COM] 

Re: [rt-users] rt-validator questions!

[Sternberger, Sven]

Hi!

I've continued testing

- Ursprüngliche Mail -
> My second question I started on my RT4.2.9 test instance (filled with
> my 30GB production db) the rt-validator and first It proceed quickly
> but now it slows down (in progress, runtime now 20h)
..
> - Could I speedup the process (make an index on Creator?)

I created an index on Creator which tooks under 10 min, after
that I restarted the run I cancelled before after 40h runtime.
The run was finisished in 10 min.

Now I see that I have a lot of references to users which have been
wiped. I would now like to update all these references to for
example nobody. I think I have to this by SQL directly?

best regards!