Re: [rt-users] SLA confusion

[Nilesh]

On Sat, 2016-07-16 at 06:59 +0200, René Seindal wrote:
> You have the misspelling 
> SerivceBusinessHours
> in there.

Fixed that & restarted the processes. Still same behaviour observed. Ticket with
SLA of 3 days gets assigned a due date of 5th August! :-S
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] SLA confusion

[Nilesh]

On Sat, 2016-07-16 at 09:17 +0530, Nilesh wrote:
> Hello all,
> 
> I have some confusion regarding SLA configuration. My SLA config is like this:
> 
> --
> --
> Set(%ServiceAgreements, (
>   Default => '5 days',
>   QueueDefault => {
>   'Product Demo' => '3 days',
>   'Developer Required' => '10 days',
>   },
>   Levels => {
>   '5 days' => {
>   Starts => {
>   BusinessMinutes => 2*60
>   },
>   Resolve => {
>   BusinessMinutes => 5*24*60
>   } 
>   },
>   '3 days' => {
>   Starts => {
>   BusinessMinutes => 3*60
>   },
>   Resolve => {
>   BusinessMinutes => 3*24*60
>   } 
>   },
>   '10 days' => {
>   Starts => {
>   BusinessMinutes => 4*60
>   },
>   Resolve => {
>   BusinessMinutes => 10*24*60 
>   } 
>   }
>   })
> );
> 
> Set(%SerivceBusinessHours, (
>   Weekdays => {
>   1 => { 
>   Name => 'Monday', 
>   Start => '10:00', 
>   End => '19:00',
>   Breaks => [
>   {
>   Start => '13:30',
>   End => '14:00'
>   },
>   {
>   Start => '17:00',
>   End => '17:15'
>   }
>   ]
>   },
>   2 => { 
>   Name => 'Tuesday', 
>   Start => '10:00', 
>   End => '19:00',
>   Breaks => [
>   {
>   Start => '13:30',
>   End => '14:00'
>   },
>   {
>   Start => '17:00',
>   End => '17:15'
>   }
>   ]
>   },
>   3 => { 
>   Name => 'Wednesday', 
>   Start => '10:00', 
>   End => '19:00',
>   Breaks => [
>   {
>   Start => '13:30',
>   End => '14:00'
>   },
>   {
>   Start => '17:00',
>   End => '17:15'
>   }
>   ]
>   },
>   4 => { 
>   Name => 'Thursday', 
>   Start => '10:00', 
>   End => '19:00',
>   Breaks => [
>   {
>   Start => '13:30',
>   End => '14:00'
>   },
>   {
>   Start => '17:00',
>   End => '17:15'
>   }
>   ]
>   },
>   5 => { 
>   Name => 'Friday', 
>   Start => '10:00', 
>   End => '19:00',
>   Breaks => [
>   {
>   Start => '13:30',
>   End => '14:00'
>   },
>   {
>   Start => '17:00',
>   End => '17:15'
>   }
>   ]
>   }
>   })
> );
> -
> 
> Now, there is a ticket which was created on 8th July with no SLA. Now I set
> it's
> SLA on 16th July. The system assigns it a due date of 27th July. Which is
> definitely not 5 working days starting 8th neither it is 5 working days
> starting
> 16th. Am I doing something wrong???
> 

So after reading documentation again I found $ServiceBusinessHours{'Default'}
and I was using Weekdays there. But even after changing it to Default instead of
Weekdays gives me the same result.
-
RT 4.4 and RTIR Training Sessions https://best

[rt-users] SLA confusion

[Nilesh]

Hello all,

I have some confusion regarding SLA configuration. My SLA config is like this:


Set(%ServiceAgreements, (
Default => '5 days',
QueueDefault => {
'Product Demo' => '3 days',
'Developer Required' => '10 days',
},
Levels => {
'5 days' => {
Starts => {
BusinessMinutes => 2*60
},
Resolve => {
BusinessMinutes => 5*24*60
} 
},
'3 days' => {
Starts => {
BusinessMinutes => 3*60
},
Resolve => {
BusinessMinutes => 3*24*60
} 
},
'10 days' => {
Starts => {
BusinessMinutes => 4*60
},
Resolve => {
BusinessMinutes => 10*24*60 
} 
}
})
);

Set(%SerivceBusinessHours, (
Weekdays => {
1 => { 
Name => 'Monday', 
Start => '10:00', 
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
2 => { 
Name => 'Tuesday', 
Start => '10:00', 
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
3 => { 
Name => 'Wednesday', 
Start => '10:00', 
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
4 => { 
Name => 'Thursday', 
Start => '10:00', 
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
5 => { 
Name => 'Friday', 
Start => '10:00', 
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
}
})
);
-

Now, there is a ticket which was created on 8th July with no SLA. Now I set it's
SLA on 16th July. The system assigns it a due date of 27th July. Which is
definitely not 5 working days starting 8th neither it is 5 working days starting
16th. Am I doing something wrong???

-- 
Nilesh

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Recover original scripts in RT

[John Bako]

Hello Yugi,

What version of RT are you running?  A screenshot of the scrip in RT 4.4 is
attached.  Do you also need the Template?  It may easiest for you configure
a new installation on a test machine and check the scrips.  Best, John


​


--
John Bako
Manager, Scientific Computing
Department of Biology & Center for Genomics and Systems Biology
New York University
212-998-8207 (office)

On Fri, Jul 15, 2016 at 1:32 PM, yugi  wrote:

> Hi
> I have one RT that is in production, that had suffer some deletes on the
> scripts that do the send of the emails …
>
> I tried to create new ones to do RT send emails in CC and BCC again but
> without success.
> The platform itself is working great and i can send and receive emails
> from it when i do a comment or respond to a ticket.
> The problem is when i want to send a response or a comment and want CC or
> BCC ….
>
> This is a platform that was not created by me and this problem was caused
> by the last people that managed the RT.
> I would like to recover the original scripts in a way to try to fix the
> problem …
>
> Is this possible ?
> Anyone have tried, and can give me a tip???
>
> thank s
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Please help with RT::Authen::ExternalAuth with nested LDAP/AD groups

[Landon Stewart]

On Jul 15, 2016, at 11:03 AM, Nilesh 
mailto:m...@nileshgr.com>> wrote:

Your setup looks perfectly fine, but I may be missing something because I
haven't used AD. I use OpenLDAP with rt-ldapimport script for authentication and
rt-ldapimport --no-users --import to sync users (enabled Group member syncing in
the importer). Works good. May be give that a try?

I guess my next step would be figuring out how to sync the groups so that our 
RTIR_WEB_SC_ACCESS group users would be within the "DutyTeam" group in RTIR.  I 
believe you are right in that rt-ldapimport would help with that I think but it 
looks like a nightmare to set up.  I'll burn that barn down when I come to it I 
guess.

I think my issues with authentication lay within the following part of the 
configuration.  I'm not sure what the group* configuration variables are for 
exactly because they are loosely documented and there are I've found very few 
examples via google and (almost?) none related to nested groups.

'base' => 'OU=iweb,DC=corp,DC=iweb,DC=com',
'filter' => '(objectClass=*)',
'd_filter' => 'UserAccountControl:1.2.840.113556.1.4.803:=2',
'group' => 'RTIR_WEB_SC_ACCESS',
'group_scope' => 'sub',
'group_attr' => 
'memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS',
'group_attr_value' => 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com',

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Recover original scripts in RT

[Landon Stewart]

On Jul 15, 2016, at 10:41 AM, yugi 
mailto:uriboxmob...@gmail.com>> wrote:

That one i tried already



Are the emails that are not being CC'd or BCC'd coming into RT via email or are 
they being composed and sent from the RT interface?

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Please help with RT::Authen::ExternalAuth with nested LDAP/AD groups

[Nilesh]

On Thu, 2016-07-14 at 19:19 +, Landon Stewart wrote:
> Hello,
> 
> I have a working mod_authnz_ldap configuration for apache 2.4 (on a
> virtualhost on the same server) but I cannot seem to convert the configuration
> to a valid RT::Authen::ExternalAuth::LDAP configuration.  At one point I could
> see in var/log/rt.log that it was at least checking the nested groups for
> membership but the filter didn't look quite right.  I have since changed that
> configuration and it seems to stall for a minute and then fail.  It gets my
> real name from the AD service but then cannot match the sub/nested group
> filter I think?
> 
> The apache configuration that works is:
>     
>         LogLevel debug
>         AuthName "Password protected. Enter your AD username and password."
>         AuthType Basic
>         AuthBasicProvider ldap
>         AuthLDAPURL
> "ldap://ldap.server.hostname/OU=iweb,DC=corp,DC=iweb,DC=com?sAMAccountName?sub
> ?(objectClass=*)"
>         AuthLDAPGroupAttribute member
>         AuthLDAPGroupAttributeIsDN on
>         AuthLDAPBindDN "ldapbinduserstring"
>         AuthLDAPBindPassword ldapbindpass
>     Require ldap-filter
> memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS,OU=Groupes,OU=iWeb,DC=
> corp,DC=iweb,DC=com
>     
> 
> 
> So far I've got this in RT_SiteConfig.pm for RT:
> ...snipped...
> Set($ExternalSettings, {
>     'My_LDAP' => {
>         'type' => 'ldap',
>         'server' => 'corp.iweb.com',
>         'user' => 'ldapbinduserstring',
>         'pass' => 'ldapbindpass',
>         'base' => 'OU=iweb,DC=corp,DC=iweb,DC=com',
>         'filter' => '(objectClass=*)',
>         'd_filter' => 'UserAccountControl:1.2.840.113556.1.4.803:=2',
>         'group' => 'RTIR_WEB_SC_ACCESS',
>         'group_scope' => 'sub',
>      
>   'group_attr' => 'memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS',
>         'group_attr_value' => 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com',
>         'tls' => 0,
>         'attr_match_list' => [
>             'Name',
>             'EmailAddress',
>         ],
>         'attr_map' => {
>             'Name' => 'sAMAccountName',
>             'EmailAddress' => 'mail',
>             'Organization' => 'physicalDeliveryOfficeName',
>             'RealName' => 'cn',
>             'ExternalAuthId' => 'sAMAccountName',
>             'Gecos' => 'sAMAccountName',
>         },
>     },
> } );
> ...snipped...
> Plugin('RT::IR', 'RT::Authen::ExternalAuth');
> 
> The log entries with the above configuration are:
> [28280] [Thu Jul 14 19:12:14 2016] [debug]: Attempting to use external auth
> service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
> [28280] [Thu Jul 14 19:12:14 2016] [debug]: Calling UserExists with $username
> (lstewart) and $service (My_LDAP) (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
> [28280] [Thu Jul 14 19:12:14 2016] [debug]: UserExists params:
> username: lstewart , service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
> [28280] [Thu Jul 14 19:12:14 2016] [debug]: LDAP Search ===  Base:
> OU=iweb,DC=corp,DC=iweb,DC=com == Filter:
> (&(objectClass=*)(sAMAccountName=lstewart)) ==
> Attrs: sAMAccountName,physicalDeliveryOfficeName,mail,cn,sAMAccountName,sAMAcc
> ountName (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
> [28280] [Thu Jul 14 19:12:14 2016] [debug]: Password validation required for
> service - Executing... (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth.pm:517)
> [28280] [Thu Jul 14 19:12:14 2016] [debug]: Trying external auth service:
> My_LDAP (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153)
> [28280] [Thu Jul 14 19:14:14 2016] [debug]: LDAP Search ===  Base:
> OU=iweb,DC=corp,DC=iweb,DC=com == Filter:
> (&(sAMAccountName=lstewart)(objectClass=*)) == Attrs:
> dn,OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com (/opt/rt4/local/plugins/RT-
> Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:186)
> [28280] [Thu Jul 14 19:14:14 2016] [debug]: Found LDAP DN: CN=Landon
> Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com
> (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:220)
> [28280] [Thu Jul 14 19:14:15 2016] [debug]: Attribute
> 'OU=Groupes,OU=iWeb,DC=corp,DC=iweb,DC=com' has no value; falling back to
> 'CN=Landon Stewart,OU=Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com'
> (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:249)
> [28280] [Thu Jul 14 19:14:15 2016] [debug]: LDAP Search ===  Base:
> RTIR_WEB_SC_ACCESS == Scope: sub == Filter:
> (memberOf:1.2.840.113556.1.4.1941:=CN=RTIR_WEB_SC_ACCESS=CN=Landon Stewart,OU=
> Utilisateurs,OU=iWeb,DC=corp,DC=iweb,DC=com) == Attrs: dn
> (/opt/rt4/local/plugins/RT-Authen-
> ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256)
> [28280] [Thu Jul 14 19:14:15 201

[rt-users] Recover original scripts in RT

[yugi]

Hi 
I have one RT that is in production, that had suffer some deletes on the 
scripts that do the send of the emails …

I tried to create new ones to do RT send emails in CC and BCC again but without 
success.
The platform itself is working great and i can send and receive emails from it 
when i do a comment or respond to a ticket.
The problem is when i want to send a response or a comment and want CC or BCC ….

This is a platform that was not created by me and this problem was caused by 
the last people that managed the RT.
I would like to recover the original scripts in a way to try to fix the problem 
…

Is this possible ?
Anyone have tried, and can give me a tip???

thank s 
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016