Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[John Andersen]

BINGO!  That nailed it.  Thanks again Shawn and Julian.  I will try to read
responses more carefully in the future!  :)

On Wed, Feb 10, 2016 at 9:59 PM, John Andersen  wrote:

> Oh man!  Thanks for that catch!  I see now that Shawn told me exactly that
> and I saw what I expected to see instead.
>
>
>
> On Wed, Feb 10, 2016 at 9:55 PM, Julian De Marchi 
> wrote:
>
>> Set( $WebExternalAuth, 1 ); to Set( $ExternalAuth, 1 );
>> > On 11 Feb 2016, at 3:44 PM, John Andersen  wrote:
>> >
>> > One more thing I should note is that I'm quite sure there is not even
>> an attempt to talk to the LDAP (Active Directory) server.  I log all auth
>> attempts to the domain controllers and no attempts are showing in the
>> logs.   I don't believe the requests are ever leaving the RT server.
>> >
>> >
>> >
>> > On Wed, Feb 10, 2016 at 9:27 PM, John Andersen  wrote:
>> > Sorry, forgot to include the relevant part of the config.  Here is is
>> again:
>> >
>> > Set( $WebExternalAuth, 1 );
>> > Set( $ExternalAuthPriority,['LDAP_DIR3']);
>> > Set( $ExternalInfoPriority,['LDAP_DIR3']);
>> > Set( $ExternalServiceUsesSSLorTLS, 0);
>> > Set( $AutoCreateNonExternalUsers, 1);
>> >
>> > Set($ExternalSettings,  {
>> > 'LDAP_DIR3'   =>  {
>> >
>> > 'type'  =>  'ldap',
>> > 'server'=>  'dir3.sch.ad',
>> > 'user'  => 'ldapb...@sch.ad',
>> > 'pass'  =>  '**',
>> > 'base'  =>  'dc=sch,dc=ad',
>> >
>> >
>> > 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
>> > 'd_filter' =>
>> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
>> >
>> > 'tls'   =>  0,
>> > 'ssl_version'   =>  3,
>> > 'net_ldap_args' => [version =>  3   ],
>> > #'group' =>  'GROUP',
>> > #'group_attr'=>  'GROUP_ATTR',
>> >
>> > 'attr_match_list'   => ['Name',
>> > 'EmailAddress'
>> > ],
>> >
>> > # The mapping of RT attributes on to LDAP attributes
>> > 'attr_map'  =>  {   'Name' => 'sAMAccountName',
>> > 'EmailAddress' => 'mail',
>> > 'Organization' => 'company',
>> > 'RealName' => 'cn',
>> > 'WorkPhone' =>
>> 'telephoneNumber',
>> > 'MobilePhone' => 'mobile',
>> > }
>> > }
>> > }
>> > );
>> >
>> >
>> > On Wed, Feb 10, 2016 at 9:07 PM, John Andersen  wrote:
>> > Thank you for the response Shawn.   I had rolled back to 4.2.12 but I
>> threw up a test server based on my current production server and ran
>> through the upgrade again, this time with your suggestion.  Same result.
>>  What is maddening is that there don't seem to be any errors or anything.
>> Other than telling me "FAILED LOGIN" I can't find anything in the logs that
>> would point me in the right direction.   In syslog I simply get:
>> >
>> >
>> > Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from
>> 70.199.131.228
>> >
>> >
>> >
>> > My LDAP config now looks like this:
>> > -
>> >
>> > Set($ExternalSettings,  {   # SCH LDAP Settings
>> > 'LDAP_DIR3'   =>  {   ## GENERIC SECTION
>> >
>> > 'type'  =>  'ldap',
>> > 'server'=>  'dir3.sch.ad',
>> > 'user'  => 'ldapb...@sch.ad',
>> > 'pass'  =>  '',
>> > 'base'  =>  'dc=sch,dc=ad',
>> >
>> >
>> > 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
>> > 'd_filter' =>
>> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
>> >
>> > 'tls'   =>  0,
>> > 'ssl_version'   =>  3,
>> > 'net_ldap_args' => [version =>  3   ],
>> > #'group' =>  'GROUP',
>> > #'group_attr'=>  'GROUP_ATTR',
>> >
>> > 'attr_match_list'   => ['Name',
>> > 'EmailAddress'
>> > ],
>> >
>> > # The mapping of RT attributes on to LDAP attributes
>> > 'attr_map'  =>  {   'Name' => 'sAMAccountName',
>> > 'EmailAddress' => 'mail',
>> > 'Organization' => 'company',
>> > 'RealName' => 'cn',
>> > 'WorkPhone' =>
>> 'telephoneN

Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[John Andersen]

Oh man!  Thanks for that catch!  I see now that Shawn told me exactly that
and I saw what I expected to see instead.



On Wed, Feb 10, 2016 at 9:55 PM, Julian De Marchi 
wrote:

> Set( $WebExternalAuth, 1 ); to Set( $ExternalAuth, 1 );
> > On 11 Feb 2016, at 3:44 PM, John Andersen  wrote:
> >
> > One more thing I should note is that I'm quite sure there is not even an
> attempt to talk to the LDAP (Active Directory) server.  I log all auth
> attempts to the domain controllers and no attempts are showing in the
> logs.   I don't believe the requests are ever leaving the RT server.
> >
> >
> >
> > On Wed, Feb 10, 2016 at 9:27 PM, John Andersen  wrote:
> > Sorry, forgot to include the relevant part of the config.  Here is is
> again:
> >
> > Set( $WebExternalAuth, 1 );
> > Set( $ExternalAuthPriority,['LDAP_DIR3']);
> > Set( $ExternalInfoPriority,['LDAP_DIR3']);
> > Set( $ExternalServiceUsesSSLorTLS, 0);
> > Set( $AutoCreateNonExternalUsers, 1);
> >
> > Set($ExternalSettings,  {
> > 'LDAP_DIR3'   =>  {
> >
> > 'type'  =>  'ldap',
> > 'server'=>  'dir3.sch.ad',
> > 'user'  => 'ldapb...@sch.ad',
> > 'pass'  =>  '**',
> > 'base'  =>  'dc=sch,dc=ad',
> >
> >
> > 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
> > 'd_filter' =>
> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
> >
> > 'tls'   =>  0,
> > 'ssl_version'   =>  3,
> > 'net_ldap_args' => [version =>  3   ],
> > #'group' =>  'GROUP',
> > #'group_attr'=>  'GROUP_ATTR',
> >
> > 'attr_match_list'   => ['Name',
> > 'EmailAddress'
> > ],
> >
> > # The mapping of RT attributes on to LDAP attributes
> > 'attr_map'  =>  {   'Name' => 'sAMAccountName',
> > 'EmailAddress' => 'mail',
> > 'Organization' => 'company',
> > 'RealName' => 'cn',
> > 'WorkPhone' => 'telephoneNumber',
> > 'MobilePhone' => 'mobile',
> > }
> > }
> > }
> > );
> >
> >
> > On Wed, Feb 10, 2016 at 9:07 PM, John Andersen  wrote:
> > Thank you for the response Shawn.   I had rolled back to 4.2.12 but I
> threw up a test server based on my current production server and ran
> through the upgrade again, this time with your suggestion.  Same result.
>  What is maddening is that there don't seem to be any errors or anything.
> Other than telling me "FAILED LOGIN" I can't find anything in the logs that
> would point me in the right direction.   In syslog I simply get:
> >
> >
> > Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from
> 70.199.131.228
> >
> >
> >
> > My LDAP config now looks like this:
> > -
> >
> > Set($ExternalSettings,  {   # SCH LDAP Settings
> > 'LDAP_DIR3'   =>  {   ## GENERIC SECTION
> >
> > 'type'  =>  'ldap',
> > 'server'=>  'dir3.sch.ad',
> > 'user'  => 'ldapb...@sch.ad',
> > 'pass'  =>  '',
> > 'base'  =>  'dc=sch,dc=ad',
> >
> >
> > 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
> > 'd_filter' =>
> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
> >
> > 'tls'   =>  0,
> > 'ssl_version'   =>  3,
> > 'net_ldap_args' => [version =>  3   ],
> > #'group' =>  'GROUP',
> > #'group_attr'=>  'GROUP_ATTR',
> >
> > 'attr_match_list'   => ['Name',
> > 'EmailAddress'
> > ],
> >
> > # The mapping of RT attributes on to LDAP attributes
> > 'attr_map'  =>  {   'Name' => 'sAMAccountName',
> > 'EmailAddress' => 'mail',
> > 'Organization' => 'company',
> > 'RealName' => 'cn',
> > 'WorkPhone' => 'telephoneNumber',
> > 'MobilePhone' => 'mobile',
> > }
> > }
> > }
> > );
> >
> >
> > -John
> >
> > On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore 
> wrote:
> > Hi John,
> >
> > On 2016年2月10日 at 2:11:18, John Andersen (j...@yvig.com) wrote:
> > > 

Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[Julian De Marchi]

Set( $WebExternalAuth, 1 ); to Set( $ExternalAuth, 1 );
> On 11 Feb 2016, at 3:44 PM, John Andersen  wrote:
> 
> One more thing I should note is that I'm quite sure there is not even an 
> attempt to talk to the LDAP (Active Directory) server.  I log all auth 
> attempts to the domain controllers and no attempts are showing in the logs.   
> I don't believe the requests are ever leaving the RT server. 
> 
> 
> 
> On Wed, Feb 10, 2016 at 9:27 PM, John Andersen  wrote:
> Sorry, forgot to include the relevant part of the config.  Here is is again:
> 
> Set( $WebExternalAuth, 1 );
> Set( $ExternalAuthPriority,['LDAP_DIR3']);
> Set( $ExternalInfoPriority,['LDAP_DIR3']);
> Set( $ExternalServiceUsesSSLorTLS, 0);
> Set( $AutoCreateNonExternalUsers, 1);
> 
> Set($ExternalSettings,  {
> 'LDAP_DIR3'   =>  {
> 
> 'type'  =>  'ldap',
> 'server'=>  'dir3.sch.ad',
> 'user'  => 'ldapb...@sch.ad',
> 'pass'  =>  '**',
> 'base'  =>  'dc=sch,dc=ad',
> 
> 
> 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
> 'd_filter' =>  
> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
> 
> 'tls'   =>  0,
> 'ssl_version'   =>  3,
> 'net_ldap_args' => [version =>  3   ],
> #'group' =>  'GROUP',
> #'group_attr'=>  'GROUP_ATTR',
> 
> 'attr_match_list'   => ['Name',
> 'EmailAddress'
> ],
> 
> # The mapping of RT attributes on to LDAP attributes
> 'attr_map'  =>  {   'Name' => 'sAMAccountName',
> 'EmailAddress' => 'mail',
> 'Organization' => 'company',
> 'RealName' => 'cn',
> 'WorkPhone' => 'telephoneNumber',
> 'MobilePhone' => 'mobile',
> }
> }
> }
> );
> 
> 
> On Wed, Feb 10, 2016 at 9:07 PM, John Andersen  wrote:
> Thank you for the response Shawn.   I had rolled back to 4.2.12 but I threw 
> up a test server based on my current production server and ran through the 
> upgrade again, this time with your suggestion.  Same result.   What is 
> maddening is that there don't seem to be any errors or anything.  Other than 
> telling me "FAILED LOGIN" I can't find anything in the logs that would point 
> me in the right direction.   In syslog I simply get:
> 
> 
> Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from 70.199.131.228
> 
> 
> 
> My LDAP config now looks like this:
> -
> 
> Set($ExternalSettings,  {   # SCH LDAP Settings
> 'LDAP_DIR3'   =>  {   ## GENERIC SECTION
> 
> 'type'  =>  'ldap',
> 'server'=>  'dir3.sch.ad',
> 'user'  => 'ldapb...@sch.ad',
> 'pass'  =>  '',
> 'base'  =>  'dc=sch,dc=ad',
> 
> 
> 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
> 'd_filter' =>  
> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
> 
> 'tls'   =>  0,
> 'ssl_version'   =>  3,
> 'net_ldap_args' => [version =>  3   ],
> #'group' =>  'GROUP',
> #'group_attr'=>  'GROUP_ATTR',
> 
> 'attr_match_list'   => ['Name',
> 'EmailAddress'
> ],
> 
> # The mapping of RT attributes on to LDAP attributes
> 'attr_map'  =>  {   'Name' => 'sAMAccountName',
> 'EmailAddress' => 'mail',
> 'Organization' => 'company',
> 'RealName' => 'cn',
> 'WorkPhone' => 'telephoneNumber',
> 'MobilePhone' => 'mobile',
> }
> }
> }
> );
> 
> 
> -John
> 
> On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore  wrote:
> Hi John,
> 
> On 2016年2月10日 at 2:11:18, John Andersen (j...@yvig.com) wrote:
> > For background. this particular installation went live 10 years ago and has
> > been carried over (mostly flawlessly I might add) from version to version
> > over that 10 years; I try to stay on the most recent stable version.
> 
> I’m very happy to hear that RT has been running smoothly for you for so long!
> 
> > Set( $ExternalAuthPriority,['LDAP_D

[rt-users] Problems with SLA since upgrading to 4.4

[Yourevilness]

Hello,

Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config.
Removed all my SLA details from RT_SiteConfig.pm, removed the extension from
Plugins, and ran the upgrade-sla in the RT 4.4.0 install directory.

Wrote my SLA scripting back in as referenced from the RT 4.4 page.

Doesn't appear to work.  Can someone have a look over my settings or tell me
what i'm missing?

Assume it no longer uses the SLA custom field.  If so the below should work
fine..?

Set( %ServiceAgreements, (
Default => 'General',
QueueDefault => {
'Support' => 'SL1',
},
Levels => {
'General' => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 4*60 },
Resolve => { RealMinutes => 8*60 },
},
'SL1' => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 60 },
Resolve => { RealMinutes => 4*60 },
},
},
));

Set( %ServiceBusinessHours, (
'Default' => {
 1 => { Name => 'Monday', Start => '08:00', End => '19:00' },
 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' },
 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' },
 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' },
 5 => { Name => 'Friday', Start => '08:00', End => '19:00' },
 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' },
},
));




--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016

Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[John Andersen]

One more thing I should note is that I'm quite sure there is not even an
attempt to talk to the LDAP (Active Directory) server.  I log all auth
attempts to the domain controllers and no attempts are showing in the logs.
  I don't believe the requests are ever leaving the RT server.



On Wed, Feb 10, 2016 at 9:27 PM, John Andersen  wrote:

> Sorry, forgot to include the relevant part of the config.  Here is is
> again:
>
> Set( $WebExternalAuth, 1 );
>
> Set( $ExternalAuthPriority,['LDAP_DIR3']);
>
> Set( $ExternalInfoPriority,['LDAP_DIR3']);
>
> Set( $ExternalServiceUsesSSLorTLS, 0);
>
> Set( $AutoCreateNonExternalUsers, 1);
>
>
> Set($ExternalSettings,  {
>
> 'LDAP_DIR3'   =>  {
>
>
> 'type'  =>  'ldap',
>
> 'server'=>  'dir3.sch.ad',
>
> 'user'  => 'ldapb...@sch.ad',
>
> 'pass'  =>  '**',
>
> 'base'  =>  'dc=sch,dc=ad',
>
>
>
> 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
>
> 'd_filter' =>
> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
>
>
> 'tls'   =>  0,
>
> 'ssl_version'   =>  3,
>
> 'net_ldap_args' => [version =>  3   ],
>
> #'group' =>  'GROUP',
>
> #'group_attr'=>  'GROUP_ATTR',
>
>
> 'attr_match_list'   => ['Name',
>
> 'EmailAddress'
>
> ],
>
>
> # The mapping of RT attributes on to LDAP attributes
>
> 'attr_map'  =>  {   'Name' => 'sAMAccountName',
>
> 'EmailAddress' => 'mail',
>
> 'Organization' => 'company',
>
> 'RealName' => 'cn',
>
> 'WorkPhone' => 'telephoneNumber',
>
> 'MobilePhone' => 'mobile',
>
> }
>
> }
>
> }
>
> );
>
>
> On Wed, Feb 10, 2016 at 9:07 PM, John Andersen  wrote:
>
>> Thank you for the response Shawn.   I had rolled back to 4.2.12 but I
>> threw up a test server based on my current production server and ran
>> through the upgrade again, this time with your suggestion.  Same result.
>> What is maddening is that there don't seem to be any errors or anything.
>> Other than telling me "FAILED LOGIN" I can't find anything in the logs that
>> would point me in the right direction.   In syslog I simply get:
>>
>>
>> Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from
>> 70.199.131.228
>>
>>
>>
>> My LDAP config now looks like this:
>> -
>>
>> Set($ExternalSettings,  {   # SCH LDAP Settings
>> 'LDAP_DIR3'   =>  {   ## GENERIC SECTION
>>
>> 'type'  =>  'ldap',
>> 'server'=>  'dir3.sch.ad',
>> 'user'  => 'ldapb...@sch.ad',
>> 'pass'  =>  '',
>> 'base'  =>  'dc=sch,dc=ad',
>>
>>
>> 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
>> 'd_filter' =>
>>  
>> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>
>> 'tls'   =>  0,
>> 'ssl_version'   =>  3,
>> 'net_ldap_args' => [version =>  3   ],
>> #'group' =>  'GROUP',
>> #'group_attr'=>  'GROUP_ATTR',
>>
>> 'attr_match_list'   => ['Name',
>> 'EmailAddress'
>> ],
>>
>> # The mapping of RT attributes on to LDAP attributes
>> 'attr_map'  =>  {   'Name' => 'sAMAccountName',
>> 'EmailAddress' => 'mail',
>> 'Organization' => 'company',
>> 'RealName' => 'cn',
>> 'WorkPhone' => 'telephoneNumber',
>> 'MobilePhone' => 'mobile',
>> }
>> }
>> }
>> );
>>
>>
>> -John
>>
>> On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore 
>> wrote:
>>
>>> Hi John,
>>>
>>> On 2016年2月10日 at 2:11:18, John Andersen (j...@yvig.com) wrote:
>>> > For background. this particular installation went live 10 years ago
>>> and has
>>> > been carried over (mostly flawlessly I might add) from version to
>>> version
>>> > over that 10 years; I try to stay on the most recent stable version.
>>>
>>> I’m very happy to hear that RT has been running smoothly for you for so
>>> long!
>>>
>>> > Set( $ExternalAuthPriority,['LDAP_DI

Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[John Andersen]

Sorry, forgot to include the relevant part of the config.  Here is is again:

Set( $WebExternalAuth, 1 );

Set( $ExternalAuthPriority,['LDAP_DIR3']);

Set( $ExternalInfoPriority,['LDAP_DIR3']);

Set( $ExternalServiceUsesSSLorTLS, 0);

Set( $AutoCreateNonExternalUsers, 1);


Set($ExternalSettings,  {

'LDAP_DIR3'   =>  {


'type'  =>  'ldap',

'server'=>  'dir3.sch.ad',

'user'  => 'ldapb...@sch.ad',

'pass'  =>  '**',

'base'  =>  'dc=sch,dc=ad',



'filter'   =>  '(mail=*)(sAMAccountType=805306368)',

'd_filter' =>
'(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',


'tls'   =>  0,

'ssl_version'   =>  3,

'net_ldap_args' => [version =>  3   ],

#'group' =>  'GROUP',

#'group_attr'=>  'GROUP_ATTR',


'attr_match_list'   => ['Name',

'EmailAddress'

],


# The mapping of RT attributes on to LDAP attributes

'attr_map'  =>  {   'Name' => 'sAMAccountName',

'EmailAddress' => 'mail',

'Organization' => 'company',

'RealName' => 'cn',

'WorkPhone' => 'telephoneNumber',

'MobilePhone' => 'mobile',

}

}

}

);


On Wed, Feb 10, 2016 at 9:07 PM, John Andersen  wrote:

> Thank you for the response Shawn.   I had rolled back to 4.2.12 but I
> threw up a test server based on my current production server and ran
> through the upgrade again, this time with your suggestion.  Same result.
> What is maddening is that there don't seem to be any errors or anything.
> Other than telling me "FAILED LOGIN" I can't find anything in the logs that
> would point me in the right direction.   In syslog I simply get:
>
>
> Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from 70.199.131.228
>
>
>
> My LDAP config now looks like this:
> -
>
> Set($ExternalSettings,  {   # SCH LDAP Settings
> 'LDAP_DIR3'   =>  {   ## GENERIC SECTION
>
> 'type'  =>  'ldap',
> 'server'=>  'dir3.sch.ad',
> 'user'  => 'ldapb...@sch.ad',
> 'pass'  =>  '',
> 'base'  =>  'dc=sch,dc=ad',
>
>
> 'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
> 'd_filter' =>
>  
> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',
>
> 'tls'   =>  0,
> 'ssl_version'   =>  3,
> 'net_ldap_args' => [version =>  3   ],
> #'group' =>  'GROUP',
> #'group_attr'=>  'GROUP_ATTR',
>
> 'attr_match_list'   => ['Name',
> 'EmailAddress'
> ],
>
> # The mapping of RT attributes on to LDAP attributes
> 'attr_map'  =>  {   'Name' => 'sAMAccountName',
> 'EmailAddress' => 'mail',
> 'Organization' => 'company',
> 'RealName' => 'cn',
> 'WorkPhone' => 'telephoneNumber',
> 'MobilePhone' => 'mobile',
> }
> }
> }
> );
>
>
> -John
>
> On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore 
> wrote:
>
>> Hi John,
>>
>> On 2016年2月10日 at 2:11:18, John Andersen (j...@yvig.com) wrote:
>> > For background. this particular installation went live 10 years ago and
>> has
>> > been carried over (mostly flawlessly I might add) from version to
>> version
>> > over that 10 years; I try to stay on the most recent stable version.
>>
>> I’m very happy to hear that RT has been running smoothly for you for so
>> long!
>>
>> > Set( $ExternalAuthPriority,['LDAP_DIR3']);
>> > Set( $ExternalInfoPriority,['LDAP_DIR3']);
>> > Set( $ExternalServiceUsesSSLorTLS, 0);
>> > Set( $AutoCreateNonExternalUsers, 1);
>> > Set($ExternalSettings, {
>> > ...
>> > );
>>
>> Could you try adding this as well?
>>
>> Set( $ExternalAuth, 1 );
>>
>> > I'd be grateful for any ideas or pointers!
>>
>> Please let us know if that gets you back up and running. We’ll do a
>> better job about this in 4.4.1.
>>
>> > Thank you,
>> > John
>>
>> Thanks!
>> Shawn
>>
>> -
>> RT 4.4 and RTIR Training Sessions (
>> ht

Re: [rt-users] Cookie-based auth works, but takes me to login page

[John Andersen]

Hi dwdixon,

I wish I could show you a concrete working example.  I had this working
some time ago but abandoned it in favor of straight LDAP when we changed
intranets.

I believe you have it not quite correct when you speak of trying to get the
cookie from the browser to RT.  Actually, it is the server side cookie you
need be concerned about.

The RT::Authen::ExternalAuth::DBI::Cookie provides a configuration for you
to reach into the database of another system to match existing cookies
against users.

Imagine you have, say, a WordPress intranet that is configured to store a
cookie each time a user logs in.  As you probably know, that cookie is kept
for the duration of the session and obviates the need for the user to login
on each subsequent page visit.  If you can configure said intranet (beyond
the scope of the RT documentation unfortunately) to store those cookies
into tables in, say, a MySQL database,
RT::Authen::ExternalAuth::DBI::Cookie can use the same database to lookup
those cookies and match them to a user in RT, thereby allowing the user to
login to RT without a password as well.   You don't need to write the
cookies to RT's database, it will reach into the other database and look at
them.

I know I'm not getting you much further down the path but hopefully just a
bit helpful.

-John

On Wed, Feb 10, 2016 at 2:36 PM, dwdixon  wrote:

>
>
> > *CAVEAT* I've never used this module.
>
> > There is a link at the bottom of the
> > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie docs.
> > I've pasted it below for convenience:
>
> > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI
>
> Thanks for the quick response- I did see that link and took a look, but I
> was not certain I had to configure all of those details outlined at this
> link you mentioned: https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI
> since I'm only going to be using the "My_SSO_Cookie" ExternalAuth and not
> really directly using the "My_MySQL" external auth other than as a result
> of
> "My_SSO_Cookie" depending on it in at least some capacity it seems.  Hope
> that makes sense...I'm just trying to minimize my config to only use the
> least possible to make "My_SSO_Cookie" work.
>
> > From looking at the configs, I believe something other than RT is
> > giving the browser a cookie and placing that cookie value into a
> > database.
>
> > RT::Authen::ExternalAuth::DBI::Cookie is just the glue between RT and
> > that authenticating service.
>
> Yes, I did understand that much, but as far as I'm aware unless something
> (Maybe "My_MySQL"??) writes these to a (RT's?) database I don't see how I
> would be populating the c_table, c_field, c_match_key otherwise?  My
> external auth service is a SSO solution that sets a cookie in my browser
> and
> I can view that cookie using Chromes Cookie Inspector extension but there
> is
> no "database-like" structure to a/the cookie so I'm a bit confused by the
> parameters sounding like they should be from a database?
>
> Basically, I'm trying to discover the simplest way possible how do I get
> the
> cookie from the browser passed on to RT where RT says
>
> "I've checked the SSO cookie for User1 and User1 is already authenticated"
> "I've now checked the RT database and User1 exists in the RT database"
> "Now that I Know User1 exists I'm presenting his specific User1 RT session
> and dashboard etc. etc."
> "User1 is now fully automatically logged into RT based on his SSO
> authentication service cookie"
>
> Any clarity surrounding how this is done or if anyone does this currently
> and could shed some light on how to do this such as a working example
> config
> or just with more detail than the docs provide would be extremely helpful
> and I would be even more grateful!
>
> Thanks again-
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Cookie-based-auth-works-but-takes-me-to-login-page-tp56394p61340.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> -
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany  March 14 & 15, 2016
>

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Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[John Andersen]

Thank you for the response Shawn.   I had rolled back to 4.2.12 but I threw
up a test server based on my current production server and ran through the
upgrade again, this time with your suggestion.  Same result.   What is
maddening is that there don't seem to be any errors or anything.  Other
than telling me "FAILED LOGIN" I can't find anything in the logs that would
point me in the right direction.   In syslog I simply get:


Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from 70.199.131.228



My LDAP config now looks like this:
-

Set($ExternalSettings,  {   # SCH LDAP Settings
'LDAP_DIR3'   =>  {   ## GENERIC SECTION

'type'  =>  'ldap',
'server'=>  'dir3.sch.ad',
'user'  => 'ldapb...@sch.ad',
'pass'  =>  '',
'base'  =>  'dc=sch,dc=ad',


'filter'   =>  '(mail=*)(sAMAccountType=805306368)',
'd_filter' =>
 
'(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)',

'tls'   =>  0,
'ssl_version'   =>  3,
'net_ldap_args' => [version =>  3   ],
#'group' =>  'GROUP',
#'group_attr'=>  'GROUP_ATTR',

'attr_match_list'   => ['Name',
'EmailAddress'
],

# The mapping of RT attributes on to LDAP attributes
'attr_map'  =>  {   'Name' => 'sAMAccountName',
'EmailAddress' => 'mail',
'Organization' => 'company',
'RealName' => 'cn',
'WorkPhone' => 'telephoneNumber',
'MobilePhone' => 'mobile',
}
}
}
);


-John

On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore 
wrote:

> Hi John,
>
> On 2016年2月10日 at 2:11:18, John Andersen (j...@yvig.com) wrote:
> > For background. this particular installation went live 10 years ago and
> has
> > been carried over (mostly flawlessly I might add) from version to version
> > over that 10 years; I try to stay on the most recent stable version.
>
> I’m very happy to hear that RT has been running smoothly for you for so
> long!
>
> > Set( $ExternalAuthPriority,['LDAP_DIR3']);
> > Set( $ExternalInfoPriority,['LDAP_DIR3']);
> > Set( $ExternalServiceUsesSSLorTLS, 0);
> > Set( $AutoCreateNonExternalUsers, 1);
> > Set($ExternalSettings, {
> > ...
> > );
>
> Could you try adding this as well?
>
> Set( $ExternalAuth, 1 );
>
> > I'd be grateful for any ideas or pointers!
>
> Please let us know if that gets you back up and running. We’ll do a better
> job about this in 4.4.1.
>
> > Thank you,
> > John
>
> Thanks!
> Shawn
>
> -
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany  March 14 & 15, 2016

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Re: [rt-users] Cookie-based auth works, but takes me to login page

[dwdixon]

> *CAVEAT* I've never used this module.

> There is a link at the bottom of the
> https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie docs.
> I've pasted it below for convenience:

> https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI

Thanks for the quick response- I did see that link and took a look, but I
was not certain I had to configure all of those details outlined at this
link you mentioned: https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI
since I'm only going to be using the "My_SSO_Cookie" ExternalAuth and not
really directly using the "My_MySQL" external auth other than as a result of
"My_SSO_Cookie" depending on it in at least some capacity it seems.  Hope
that makes sense...I'm just trying to minimize my config to only use the
least possible to make "My_SSO_Cookie" work.

> From looking at the configs, I believe something other than RT is
> giving the browser a cookie and placing that cookie value into a
> database.

> RT::Authen::ExternalAuth::DBI::Cookie is just the glue between RT and
> that authenticating service.

Yes, I did understand that much, but as far as I'm aware unless something
(Maybe "My_MySQL"??) writes these to a (RT's?) database I don't see how I
would be populating the c_table, c_field, c_match_key otherwise?  My
external auth service is a SSO solution that sets a cookie in my browser and
I can view that cookie using Chromes Cookie Inspector extension but there is
no "database-like" structure to a/the cookie so I'm a bit confused by the
parameters sounding like they should be from a database?  

Basically, I'm trying to discover the simplest way possible how do I get the
cookie from the browser passed on to RT where RT says 

"I've checked the SSO cookie for User1 and User1 is already authenticated"
"I've now checked the RT database and User1 exists in the RT database"
"Now that I Know User1 exists I'm presenting his specific User1 RT session
and dashboard etc. etc."
"User1 is now fully automatically logged into RT based on his SSO
authentication service cookie"

Any clarity surrounding how this is done or if anyone does this currently
and could shed some light on how to do this such as a working example config
or just with more detail than the docs provide would be extremely helpful
and I would be even more grateful!

Thanks again-



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Re: [rt-users] Cookie-based auth works, but takes me to login page

[Matt Zagrabelny]

*CAVEAT* I've never used this module.

On Wed, Feb 10, 2016 at 3:33 PM, dwdixon  wrote:
> Hi there, did anyone ever respond to this post off list?  I am having a very
> similar issue and am just wondering if there is a proper configuration guide
> (or if someone could walk me through it or provide a working example) on how
> to enable SSO to pass the external authentication cookie to RT and take the
> user directly into their specific account within RT?
>
> I did not see much detail at these links specific to "My_SSO_Cookie":
>
> https://metacpan.org/pod/RT::Authen::ExternalAuth
> https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie
>
> This second link shows sort of an example that is somewhat useful
> (immediately below) but I'm just wondering if anyone could provide an
> example with some of the "default" values filled in here related to the RT
> database/tables?  I'm concerned with the second My_MySQL parameter and how
> to populate that

There is a link at the bottom of the
https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie docs.
I've pasted it below for convenience:

https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI

 but I'm most concerned the cookie parameters c_table,
> c_field, c_match_key ... is this inferring that the RT database should have
> this information or am I way off base?

>From looking at the configs, I believe something other than RT is
giving the browser a cookie and placing that cookie value into a
database.

RT::Authen::ExternalAuth::DBI::Cookie is just the glue between RT and
that authenticating service.

-m

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Re: [rt-users] Cookie-based auth works, but takes me to login page

[dwdixon]

Hi there, did anyone ever respond to this post off list?  I am having a very
similar issue and am just wondering if there is a proper configuration guide
(or if someone could walk me through it or provide a working example) on how
to enable SSO to pass the external authentication cookie to RT and take the
user directly into their specific account within RT?  

I did not see much detail at these links specific to "My_SSO_Cookie":

https://metacpan.org/pod/RT::Authen::ExternalAuth
https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie

This second link shows sort of an example that is somewhat useful
(immediately below) but I'm just wondering if anyone could provide an
example with some of the "default" values filled in here related to the RT
database/tables?  I'm concerned with the second My_MySQL parameter and how
to populate that but I'm most concerned the cookie parameters c_table,
c_field, c_match_key ... is this inferring that the RT database should have
this information or am I way off base?

**
Set($ExternalSettings, { # 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' }, 'My_MySQL' => { ...
}, } );
**

I would be extremely grateful if someone were to show a redacted full
working example of this configuration!

Thank you much



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Re: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4

[Shawn Moore]

Hi John,

On 2016年2月10日 at 2:11:18, John Andersen (j...@yvig.com) wrote:
> For background. this particular installation went live 10 years ago and has
> been carried over (mostly flawlessly I might add) from version to version
> over that 10 years; I try to stay on the most recent stable version.

I’m very happy to hear that RT has been running smoothly for you for so long!

> Set( $ExternalAuthPriority,['LDAP_DIR3']);
> Set( $ExternalInfoPriority,['LDAP_DIR3']);
> Set( $ExternalServiceUsesSSLorTLS, 0);
> Set( $AutoCreateNonExternalUsers, 1);
> Set($ExternalSettings, {
> ...
> );

Could you try adding this as well?

Set( $ExternalAuth, 1 );

> I'd be grateful for any ideas or pointers!

Please let us know if that gets you back up and running. We’ll do a better job 
about this in 4.4.1.

> Thank you,
> John

Thanks!
Shawn

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Re: [rt-users] Autoset owner by custom field value

[Jordan Taylor via rt-users]

--- Begin Message ---
Hi Matt,

Thanks for the reply i got it sorted with a different script which i have
done 1 per owner... See bellow script, hope it helps others that are
looking to do the same kind of script.

#in custom action preparation code



if ($self->TransactionObj->Type eq 'Create' &&

$self->TicketObj->FirstCustomFieldValue(‘YOUR CUSTOM FIELD NAME') eq ‘YOUR
CUSTOM FIELD VALUE’){

return 1;}



elsif ($self->TransactionObj->Type eq 'Create' &&

$self->TicketObj->FirstCustomFieldValue(‘YOUR CUSTOM FIELD NAME’) eq ‘YOUR
CUSTOM FIELD VALUE’){

return 1;}

else{

return 0;}



#in custom action commit code:

$self->TicketObj->SetOwner(‘JOHN DOE’);

return 1;

Thanks,
Jordan
On 10 Feb 2016 15:46, "Matt Zagrabelny"  wrote:

> Hey Jordan,
>
> On Wed, Feb 10, 2016 at 4:56 AM, Jordan Taylor via rt-users
>  wrote:
> >
> >> Any help here means alot! Im on the latest version of RT.
> >>
> >> What I want to do is, I want the script to automatically set the owner
> based on the custom field which there are a few users that need made owner
> of certain values.
> >>
> >>  The example script that I have is as follows however it doesn’t work? ;
> >>
> >>
> >>
> >>
> #
> >> # Custom action Preparation Code:
> >>
> #
> >> #
> >> # set new ticket owner id value
> >> #
> >> # 42 - Frank
> >> # 148 - Bob
> >> # 5125 - Sally
> >> # 9324 - Roberta
> >> # 73886 - Ted
> >> #
> >>
> >> my %orgs = qw(
> >> Budget-Direct 148
> >> Budget-Indirect 148
> >> Controller-AP 5125
> >> Controller-AR 73886
> >> Controller-GA 148
> >> Controller-PR 42
> >> Facilities 42
> >> Field OPS 42
> >> OCFO-Other 42
> >> Procurement 9324
> >> Property 9324
> >> SPO 73886
> >> Travel 5125
> >> Other 42
> >> );
> >>
> >> my $cf = new RT::CustomField($RT::SystemUser);
> >> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
> >> return 0 unless $cf->id;
> >> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
>
> The code looks sensible. Try adding some logging to see what is going on:
>
> RT->Logger->error($cfvalue);
>
> >> my $ownerid = $orgs{$cfvalue};
>
> RT->Logger->error($ownerid);
>
> >> # set Ticket Due date & Owner ID
> >>
> >> $ticket->SetOwner($ownerid);
> >>
> >> return 1;
>
> Cheers,
>
> -m
>
--- End Message ---

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Re: [rt-users] Migrating RT3.8 database to RT4.2

[Jim Brandt]

Hi Lee,

The typical upgrade path is to take a backup of your database (I think 
that's what Matt was pointing out), restore it on the new machine, then 
follow the steps in 6b in the README:


https://bestpractical.com/docs/rt/4.2/README.html

(It's good to read the whole README, but those are the key bits that are 
different for upgrading an existing instance.)


The upgrade scripts will then upgrade your database to be compatible 
with the new version of RT.


The serializer and importer tools are typically used in special cases 
where a DB upgrade won't work, like moving from one brand of DB to 
another or doing other things like joining two RT's together.


Jim


On 2/10/16 10:48 AM, Lee Wiscovitch wrote:

Thanks, that looks like it could be an option too.

Digging through the docs more, I see that there are two utilities that 
could be more useful:


rt-serializer
rt-importer

If I'm reading it correctly, I can use rt-serializer to export the 
contents of the RT3.8 database and then take that and feed it into the 
rt-importer on the RT4.2 instance.


But, it doesn't look like they existed in RT3.8...So maybe not really 
an option? I wonder if I could still point the RT4.2 rt-serializer to 
the RT3.8 mysql database and still use it?


On 02/08/2016 04:44 PM, Matt Zagrabelny wrote:
On Mon, Feb 8, 2016 at 3:35 PM, Lee Wiscovitch 
 wrote:



There is no import/export feature that I can use right?

https://www.bestpractical.com/docs/rt/4.2/backups.html

-m



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Re: [rt-users] Migrating RT3.8 database to RT4.2

[Lee Wiscovitch]

Thanks, that looks like it could be an option too.

Digging through the docs more, I see that there are two utilities that 
could be more useful:


rt-serializer
rt-importer

If I'm reading it correctly, I can use rt-serializer to export the 
contents of the RT3.8 database and then take that and feed it into the 
rt-importer on the RT4.2 instance.


But, it doesn't look like they existed in RT3.8...So maybe not really an 
option? I wonder if I could still point the RT4.2 rt-serializer to the 
RT3.8 mysql database and still use it?


On 02/08/2016 04:44 PM, Matt Zagrabelny wrote:

On Mon, Feb 8, 2016 at 3:35 PM, Lee Wiscovitch  wrote:


There is no import/export feature that I can use right?

https://www.bestpractical.com/docs/rt/4.2/backups.html

-m



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Re: [rt-users] Autoset owner by custom field value

[Matt Zagrabelny]

Hey Jordan,

On Wed, Feb 10, 2016 at 4:56 AM, Jordan Taylor via rt-users
 wrote:
>
>> Any help here means alot! Im on the latest version of RT.
>>
>> What I want to do is, I want the script to automatically set the owner based 
>> on the custom field which there are a few users that need made owner of 
>> certain values.
>>
>>  The example script that I have is as follows however it doesn’t work? ;
>>
>>
>>
>> #
>> # Custom action Preparation Code:
>> #
>> #
>> # set new ticket owner id value
>> #
>> # 42 - Frank
>> # 148 - Bob
>> # 5125 - Sally
>> # 9324 - Roberta
>> # 73886 - Ted
>> #
>>
>> my %orgs = qw(
>> Budget-Direct 148
>> Budget-Indirect 148
>> Controller-AP 5125
>> Controller-AR 73886
>> Controller-GA 148
>> Controller-PR 42
>> Facilities 42
>> Field OPS 42
>> OCFO-Other 42
>> Procurement 9324
>> Property 9324
>> SPO 73886
>> Travel 5125
>> Other 42
>> );
>>
>> my $cf = new RT::CustomField($RT::SystemUser);
>> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
>> return 0 unless $cf->id;
>> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');

The code looks sensible. Try adding some logging to see what is going on:

RT->Logger->error($cfvalue);

>> my $ownerid = $orgs{$cfvalue};

RT->Logger->error($ownerid);

>> # set Ticket Due date & Owner ID
>>
>> $ticket->SetOwner($ownerid);
>>
>> return 1;

Cheers,

-m

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[rt-users] [phish?] Re: rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject)

[Matt Zagrabelny]

On Wed, Feb 10, 2016 at 8:17 AM, Poulter, Dale
 wrote:
> All,
>
>
>
> It appears that the problem is even more widespread.  The system will not
> accept any email.  The errors appear to point to missing subjects and from
> addresses but the process worked before the upgrade.  ANY help will be
> appreciated.  I am out of ideas.

Is sendmail/postfix/exim/etc. listening?

Can you send email to the system locally?

date | mail -s 'a test email that shows the date' someb...@vanderbuilt.edu

Have you checked the firewall?

Start with the basics and work your way up the stack.

-m

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Re: [rt-users] rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject)

[Poulter, Dale]

All,

It appears that the problem is even more widespread.  The system will not 
accept any email.  The errors appear to point to missing subjects and from 
addresses but the process worked before the upgrade.  ANY help will be 
appreciated.  I am out of ideas.


-Dale

From: Poulter, Dale
Sent: Tuesday, February 09, 2016 12:41 PM
To: rt-users@lists.bestpractical.com
Subject: rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject)

We upgraded to 4.2.12 and everything looked ok.  However,  we are now unable to 
submit tickets via email using rt-mailgate. I have seen many posts but none of 
the proposed solutions seem to work.  We are using the same command as we did 
in 3.8.7 for sendmail .  Here is our setup.

Perl: 5.16.3
Rt-mailgate is using sendmail

testemail: "|/apps/rt4/bin/rt-mailgate  \
  --queue 'General' --action correspond \
  --url https://requesttracker.edu/ --no-verify-ssl"

In RT_SiteConfig.pm
Set($WebFallbackToRTLogin, "true");
Set($WebRemoteUserAutocreate, 1);


Error:
Command line  : not ok - Could not load a valid user

RT debug log; [20557] [Tue Feb  9 18:36:23 2016] [warning]: Use of 
uninitialized value $NewSubject in scalar chomp at 
/apps/rt4/sbin/../lib/RT/Interface/Email.pm line 1374. 
(/apps/rt4/sbin/../lib/RT/Interface/Email.pm:1374)
[20557] [Tue Feb  9 18:36:23 2016] [error]: Couldn't parse or find sender's 
address (/apps/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)
[20557] [Tue Feb  9 18:36:23 2016] [error]: Could not record email: Could not 
load a valid user (/apps/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)







--Dale

---
Dale Poulter
Coordinator, Search and Core Services
Library Digital Services
Vanderbilt University
419 21st Avenue South, Room 812
Nashville, TN  37203-2427
(615)343-5388
(615)207-9705 (cell)
dale.poul...@vanderbilt.edu


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[rt-users] Insert article on ticket reply or comment

[sandik]

Hi All,

we encountered problem assigning article when replying or commenting on
ticket.
Same procedure works OK when new ticket is created.

On ticket create we're able to chose topic from dropdown "Choose from Topics
in /Queue/". Then another dropdown ("Select an Article from /Topic/")
appears with articles you can chose from. When you select it article
contents is written in text box below.

When reply or comment on existing ticket everything is the same as described
above with only difference that selected article doesn't appear in text box
(page also reloads when article is chosen as on create but article contents
is not there).

Same behavior is with "include article" field. On create ticket it inserts
article in text box on reply or comment not.

First we tried with RT version 4.2.12 then we upgraded to 4.4 but the
problem remains.

We tried with "root" user (full access) and privileged user no difference. 

In RT_SiteConfig.pm we added these two lines:
Set($ArticleOnTicketCreate, 1);
Set($HideArticleSearchOnReplyCreate, 0);


I hope I was clear enough where is problem.

Best Regards,
Sandi




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[rt-users] Adding Queue to Incident Report Display

[Gregory Pickett]

 

Hello list, 
If I have a new queue, named Tune, and I want to add it to the ticket
display for Incident Reports so that I can create a ticket in the Tune
queue from there, and have it linked to the Incident Report, what do I
need to do?  Basically, I want to do the same thing that we can
currently do with Blocks in Incidents.  Just with Tune in Incident
Reports.

Greg

-- 

Gregory Pickett, CISSP, GCIA, GPEN
 Cybersecurity Operations
 Hellfire Security
 1608 S. Ashland Ave.
 #49583
 Chicago, IL  60608
 (312) 436-0133
 www.hellfiresecurity.com [1] 

  

Links:
--
[1] http://www.hellfiresecurity.com

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[rt-users] Autoset owner by custom field value

[Jordan Taylor via rt-users]

--- Begin Message ---
> Hi all,
>
> Any help here means alot! Im on the latest version of RT.
>
> What I want to do is, I want the script to automatically set the owner
based on the custom field which there are a few users that need made owner
of certain values.
>
>  The example script that I have is as follows however it doesn’t work? ;
>
>
>
>
#
> # Custom action Preparation Code:
>
#
> #
> # set new ticket owner id value
> #
> # 42 - Frank
> # 148 - Bob
> # 5125 - Sally
> # 9324 - Roberta
> # 73886 - Ted
> #
>
> my %orgs = qw(
> Budget-Direct 148
> Budget-Indirect 148
> Controller-AP 5125
> Controller-AR 73886
> Controller-GA 148
> Controller-PR 42
> Facilities 42
> Field OPS 42
> OCFO-Other 42
> Procurement 9324
> Property 9324
> SPO 73886
> Travel 5125
> Other 42
> );
>
> my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
> return 0 unless $cf->id;
> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
> my $ownerid = $orgs{$cfvalue};
>
> # set Ticket Due date & Owner ID
>
> $ticket->SetOwner($ownerid);
>
> return 1;
>
#
> # Custom action Cleanup Code:
>
#
>
> return 1;
>
>
> Any help would mean a great deal,
>
> Many Thanks,
>
> Jordan
--- End Message ---

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