[rt-users] How to set up a recursive group in RT 4.4.0

[Tom Robinson]

RT 4.4.0

Hi,

I can't seem to set up a recursive group so that the main groups privileges are 
inherited to member
groups.

Can someone please point me in the direction of the best documentation for this 
or give me guidance.
My google-fu has failed me today!

Kind regards,
Tom


-- 

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IT Manager/System Administrator

MoTeC Pty Ltd

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Australia

T: +61 3 9761 5050
F: +61 3 9761 5051
E: tom.robin...@motec.com.au



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Re: [rt-users] Accessibility of RT for screen reader users?

[Alex Hall]

Thanks for testing. My only concerns are mousing over things to get them to 
read, and whether the colored items are true headings?

For mousing, I wonder if tab will do the same? That is, if you tab from field 
to field, will NVDA announce the field label as focus changes to the field? I 
never use a mouse, so moving the pointer over a field isn't something I think 
of testing.

The colored items: are those headings in look only, or actual h tags? That is, 
when you're on the page with them, does pressing the h key move you to each one 
in turn? 


Sent from my iPhone

> On Aug 24, 2016, at 19:18, Chris McClement  wrote:
> 
> Hi Alex
> 
> While I don't have much experience with web accessibility I do run a network 
> of public PCs that includes NVDA installed on those PCs, so I jumped onto one 
> of them to do a quick test of the RT web pages with NVDA active. Bearing in 
> mind that I don't know what is supposed to be good and bad for these sorts of 
> things, here are my observations, based on the list of your basics:
> - label tags for form fields: yes. You have to mouse over for them to be read
> - table titles - When I opened a ticket listing (for example, by clicking on 
> a search) the page opened and the first thing NVDA said was "table of x rows 
> and Y columns". It also read the table title (e.g. "Found 1 Ticket"). However 
> it did not automatically read column titles, I had to mouse over them.
> - image descriptions use alt attribute - yes, but actually a bit annoying. At 
> the top right hand corner of every RT page is the Best Practical Logo so 
> every page change one of the things it read was the Logo's alt attribute. It 
> felt redundant really quickly!
> - use of headings/landmarks - yes, RT divides tickets display pages into 
> sections and the headings are not only in enlarged fonts but different 
> sections have color-coded headings. For example, "The Basics" and "Custom 
> Fields" is in bright red, the "People" section is in light blue, "Dates" is 
> in magenta, etc. So depending on the level of your visual impairment that may 
> be useful.
> - accessible widgets like menus or dialogs: menus = yes, dialogs = no. There 
> are no popups. Also, the menus are all dropdowns, so nothing visible in the 
> menu until you click on it. Clicking on a menu heading does not change page, 
> it just opens the menu. Not sure if it is relevant but you can configure 
> custom field selection boxes in multiple ways, so for example you can make 
> them a dropdown box, or a selectable list, that sort of thing.
> 
> One other observation for the web interface: in ticket listings, RT 
> abbreviates dates (so "Aug" for August" etc) which took a bit of getting used 
> to when NVDA read out the abbreviation when I moused over it.
> 
> Hope that helps!
> Chris
> 
>> On Thu, 25 Aug 2016 at 00:10 Alex Hall  wrote:
>> Hello all,
>> Thanks for your comments on my long list of questions yesterday. I'm going 
>> to take today and set up RT on our Debian server, just to see how well it 
>> works. As I do, one final question comes to mind: how well does RT work with 
>> screen readers?
>> 
>> For those unfamiliar, a screen reader does basically what it says on the 
>> box: it is a program that speaks, using synthesized speech, what's on the 
>> screen. It uses standard system commands augmented with a set of its own 
>> commands to read just about everything--emails, webpages, spreadsheets, 
>> documents, menus, etc. Different screen readers do different amounts of 
>> guessing if the OS/current application fails to provide information, but 
>> they all work best when whatever you're using them to access complies with 
>> standards and best practices.
>> 
>> In this case, I'm wondering how compliant RT's webpages are with web 
>> accessibility standards. I'm visually impaired, so use a screen reader 
>> (NVDA, www.nvda-project.org) to do all my work. I'm the only one who will be 
>> using RT here that needs a screen reader, but as it's my job to administer 
>> the system, I have to be able to use it reasonably well. OSTicket has 
>> several major problems in this area, and, while I could usually get around 
>> them, they made things slower and more frustrating than they needed to be.
>> 
>> If anyone has any experience with web accessibility and happens to know how 
>> well RT works with common screen readers, I'd love your thoughts. 
>> Specifically, I'm looking for the basics--label tags for form fields, table 
>> titles, image descriptions using the alt attribute, use of headings and/or 
>> landmarks to facilitate easy navigation, accessible widgets like menus or 
>> dialogs, and so on. I'll find out soon first-hand how well RT does at these, 
>> and I did have a quick look through the demo site, but if anyone has input 
>> I'd love to hear it. Thanks.
>> 
>> -- 
>> Alex Hall
>> Automatic Distributors, IT department
>> ah...@autodist.com
>> -
>> RT 4.4 and RTIR 

Re: [rt-users] Accessibility of RT for screen reader users?

[Chris McClement]

Hi Alex

While I don't have much experience with web accessibility I do run a
network of public PCs that includes NVDA installed on those PCs, so I
jumped onto one of them to do a quick test of the RT web pages with NVDA
active. Bearing in mind that I don't know what is supposed to be good and
bad for these sorts of things, here are my observations, based on the list
of your basics:
- label tags for form fields: yes. You have to mouse over for them to be
read
- table titles - When I opened a ticket listing (for example, by clicking
on a search) the page opened and the first thing NVDA said was "table of x
rows and Y columns". It also read the table title (e.g. "Found 1 Ticket").
However it did not automatically read column titles, I had to mouse over
them.
- image descriptions use alt attribute - yes, but actually a bit annoying.
At the top right hand corner of every RT page is the Best Practical Logo so
every page change one of the things it read was the Logo's alt attribute.
It felt redundant really quickly!
- use of headings/landmarks - yes, RT divides tickets display pages into
sections and the headings are not only in enlarged fonts but different
sections have color-coded headings. For example, "The Basics" and "Custom
Fields" is in bright red, the "People" section is in light blue, "Dates" is
in magenta, etc. So depending on the level of your visual impairment that
may be useful.
- accessible widgets like menus or dialogs: menus = yes, dialogs = no.
There are no popups. Also, the menus are all dropdowns, so nothing visible
in the menu until you click on it. Clicking on a menu heading does not
change page, it just opens the menu. Not sure if it is relevant but you can
configure custom field selection boxes in multiple ways, so for example you
can make them a dropdown box, or a selectable list, that sort of thing.

One other observation for the web interface: in ticket listings, RT
abbreviates dates (so "Aug" for August" etc) which took a bit of getting
used to when NVDA read out the abbreviation when I moused over it.

Hope that helps!
Chris

On Thu, 25 Aug 2016 at 00:10 Alex Hall  wrote:

> Hello all,
> Thanks for your comments on my long list of questions yesterday. I'm going
> to take today and set up RT on our Debian server, just to see how well it
> works. As I do, one final question comes to mind: how well does RT work
> with screen readers?
>
> For those unfamiliar, a screen reader does basically what it says on the
> box: it is a program that speaks, using synthesized speech, what's on the
> screen. It uses standard system commands augmented with a set of its own
> commands to read just about everything--emails, webpages, spreadsheets,
> documents, menus, etc. Different screen readers do different amounts of
> guessing if the OS/current application fails to provide information, but
> they all work best when whatever you're using them to access complies with
> standards and best practices.
>
> In this case, I'm wondering how compliant RT's webpages are with web
> accessibility standards. I'm visually impaired, so use a screen reader
> (NVDA, www.nvda-project.org) to do all my work. I'm the only one who will
> be using RT here that needs a screen reader, but as it's my job to
> administer the system, I have to be able to use it reasonably well.
> OSTicket has several major problems in this area, and, while I could
> usually get around them, they made things slower and more frustrating than
> they needed to be.
>
> If anyone has any experience with web accessibility and happens to know
> how well RT works with common screen readers, I'd love your thoughts.
> Specifically, I'm looking for the basics--label tags for form fields, table
> titles, image descriptions using the alt attribute, use of headings and/or
> landmarks to facilitate easy navigation, accessible widgets like menus or
> dialogs, and so on. I'll find out soon first-hand how well RT does at
> these, and I did have a quick look through the demo site, but if anyone has
> input I'd love to hear it. Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
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[rt-users] applying a CustomField to a queue in perl

[Woody - Wild Thing Safaris]

I'm at a loss!

I've created my custom field, i've given various groups rights to it, 
but i can't apply it to a queue, either individually, or global.


I think i have the right method:

$CFObj->AddToObject($QueueObj)

but nada.

How can i "apply" the CF to a queue, and how to apply globally to all 
queues?


thanks!

w.


--

---

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[rt-users] Serving RT with Nginx: Firefox refuses to log in

[Alex Hall]

Hello list,
I have 4.2.8 (the latest version available as a package for Jessie) running
through Nginx. I can get to the main page through rt.mydomain.com, which is
good, but I can't log in with the default information. When I do, Firefox
gives me an error:

The page isn't redirecting properly
Firefox has detected that the server is redirecting the request for this
address in a way that will never complete.

I'm following the Nginx setup instructions here:
https://docs.bestpractical.com/rt/4.4.1/web_deployment.html#nginx

It's a bit confusing as my paths are different
(/usr/share/request-tracker4) but things seem to be working. I just don't
know why this problem is popping up. It could be an Nginx thing, but
configuring RT is the first time I've ever seen it, so I thought I'd ask
here first. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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[rt-users] emails for support and support-comments with different authentication

[Nesko]

I'm trying to set up RT so we can use two different accounts with different
authentications for suppport and support-comment.
The reason is because mail-server doesn't allow send as another user ("from"
field must match sender e-mail address).
Is it possible to somehow catch the from field in RT_Config.pm and use it in
$SendmailArguments to the mta (in our case msmtp with msmtp_wrapper)?
I would like to do something like 
Set($SendmailArguments,$fromEmail);
and catch it in the wrapper.

Current msmtp wrapper looks like this:
defaults 
*

account support@domain
from support@domain
user user1
password x

account support-comment@domain
from support-comment@domain
user user2
password y

account default : support@domain

This is working only when From is support@domain but if it is
support-comment@domain the following error is generated:
smtpstatus=550 smtpmsg='550 5.7.60 SMTP; Client does not have permissions to
send as this sender' errormsg='the server did not accept the mail'
exitcode=EX_UNAVAILABLE

Any suggestion?




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Re: [rt-users] stop form submit on ticket reply

[Emmanuel Lacour]

Le 24/08/2016 à 17:06, Hugo Escobar a écrit :
> Thanks Emmanuel for your response.
> 
> My initial post was a little inaccurate, I forgot to mention some details:
> 
> 1.The user wants to add a ticket reply
> 2.The user writes (and prepares her message, attachments, etc)
> 3.The user presses the "Update Ticket", some condition is evaluated
> two possible outcomes (true, false)
> 3.1   If false => submit reply

ok

> 3.2   If true  => the user is asked if the reply should be submitted

use another callback in the same Update.html page to display a
confirmation button

> 3.2.1 User wants to continue => reply submitted

in you're first callback, get the submit value from $ARGSRef that say
the confirm button has been pressed.

> 3.2.2 User decides to abort reply submission => no ticket reply should
> be added
> 

the same, with a "Discard" button, you catch the value from $ARGSRef and
then use MaybeRedirectForResults to Display.html after emptying submited
values from $ARGSRef.




> I tried to implement something in javascript to handle "3.2.2" but the
> reply is always submitted
> 



no need for JS here, thought you can of course do this using only js ;)
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* Boston - October 24-26
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Re: [rt-users] stop form submit on ticket reply

[Hugo Escobar]

Thanks Emmanuel for your response.

My initial post was a little inaccurate, I forgot to mention some details:

1.The user wants to add a ticket reply
2.The user writes (and prepares her message, attachments, etc)
3.The user presses the "Update Ticket", some condition is evaluated two
possible outcomes (true, false)
3.1   If false => submit reply
3.2   If true  => the user is asked if the reply should be submitted
3.2.1 User wants to continue => reply submitted
3.2.2 User decides to abort reply submission => no ticket reply should be
added

I tried to implement something in javascript to handle "3.2.2" but the
reply is always submitted

I'm thinking now in a variation of your proposed solution. Perhaps bouncing
the ticket reply including an 'onload'
javascript alert for steps 3.2.1 of 3.2.2



On Tue, Aug 23, 2016 at 6:22 PM, Emmanuel Lacour 
wrote:

> Le 23/08/2016 à 22:59, Hugo Escobar a écrit :
> > Hi,
> >
> > I need to be able to stop submitting a "Public Reply" correspondence
> > based on a evaluation that returns a Boolean value.
> >
> > This decision must be taken when the user clicks the "Update Ticket"
> button
> >
> > Everything I have tried fails because the form is always submitted.
> >
> > Any help will be highly appreciated
> >
> >
>
> create a file named
> /rt/local/html/Callbacks/YourOrg/Ticket/Update.html/BeforeUpdate
>
> with a content such as:
>
> <%init>
>
> if ( exists $ARGSRef->{SubmitTicket} ) {
>   # Write here your evaluation, you can use submitted values in
> %$ARGSRef and the ticket object $TicketObj
>   if ( !$evaluation ) {
> push @$results, loc("Message that should be displayed to
> user");
> $$skip_update = 1;
>   }
> }
> 
> <%args>
> $TicketObj => undef
> $skip_update => undef
> $results => undef
> $ARGSRef => undef
> 
>
>
> don't forget to cleanup your mason cache and restart your webserver.
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>



-- 
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Re: [rt-users] Missing dependencies?

[John Bako]

I recommend reviewing the installation guides on the wiki...
https://rt-wiki.bestpractical.com/wiki/InstallationGuides

--
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Manager, Scientific Computing
Department of Biology & Center for Genomics and Systems Biology
New York University
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On Wed, Aug 24, 2016 at 10:08 AM, Alex Hall  wrote:

> Hello all,
> I've run
> sudo make fixdeps
> a couple times. The first time I did every test it offered, and the second
> time I skipped the external tests. This is after I had to configure CPAN,
> wich I may well have done wrong. Each time I run the fixdeps script, it
> fails with error 274. I see that a few items are missing, but I have no
> clue how to find/install them, and fixdeps isn't doing it. Are there any
> pointers on this? As I mentioned previously, I'm not familiar with Perl or
> how to configure/administer it, so the simpler the better. I'd tell you
> which are missing, but I don't know where to find a list of those items.
> Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
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* Boston - October 24-26
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Re: [rt-users] Check if Custom Field is empty?

[Matt Zagrabelny]

Hello,

On Wed, Aug 24, 2016 at 6:17 AM, PeterMairGO  wrote:
> Hello,
> I'm scripting a custom condition before a email will be sent.
> I've tryed this: ($self->TicketObj->FirstCustomFieldValue('Solution') =!
> 'NULL')

Unfortunately, at a minimum, your perl is wrong. You were looking for
'!=', not '=!'. However with strings you want 'ne' instead of '!='.
The latter is for numeric comparisons.

my $a = 'Hi';

if ($a ne 'Goodbye') {
print "Good.\n";
}

Some more things...

What version of RT are you running?

I would try a little script like this to test things out:

#!/usr/bin/perl

use strict;
use warnings;

use lib qw(
/opt/rt4/lib
/opt/rt4/local/lib
);

use RT -init;
my $t = RT::Ticket->new(RT->SystemUser);

$t->Load($ARGV[0]);

my $cf = $t->FirstCustomFieldValue('Solution');

if (defined $cf) {
print "$cf\n";
}
else {
print "__NOT_DEFINED__\n";
}

-m
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[rt-users] Missing dependencies?

[Alex Hall]

Hello all,
I've run
sudo make fixdeps
a couple times. The first time I did every test it offered, and the second
time I skipped the external tests. This is after I had to configure CPAN,
wich I may well have done wrong. Each time I run the fixdeps script, it
fails with error 274. I see that a few items are missing, but I have no
clue how to find/install them, and fixdeps isn't doing it. Are there any
pointers on this? As I mentioned previously, I'm not familiar with Perl or
how to configure/administer it, so the simpler the better. I'd tell you
which are missing, but I don't know where to find a list of those items.
Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Check if Custom Field is empty?

[PeterMairGO]

Hello,
I'm scripting a custom condition before a email will be sent.
I've tryed this: ($self->TicketObj->FirstCustomFieldValue('Solution') =!
'NULL')

But it doesn't work, could you help me please?

Thanks



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[rt-users] Accessibility of RT for screen reader users?

[Alex Hall]

Hello all,
Thanks for your comments on my long list of questions yesterday. I'm going
to take today and set up RT on our Debian server, just to see how well it
works. As I do, one final question comes to mind: how well does RT work
with screen readers?

For those unfamiliar, a screen reader does basically what it says on the
box: it is a program that speaks, using synthesized speech, what's on the
screen. It uses standard system commands augmented with a set of its own
commands to read just about everything--emails, webpages, spreadsheets,
documents, menus, etc. Different screen readers do different amounts of
guessing if the OS/current application fails to provide information, but
they all work best when whatever you're using them to access complies with
standards and best practices.

In this case, I'm wondering how compliant RT's webpages are with web
accessibility standards. I'm visually impaired, so use a screen reader
(NVDA, www.nvda-project.org) to do all my work. I'm the only one who will
be using RT here that needs a screen reader, but as it's my job to
administer the system, I have to be able to use it reasonably well.
OSTicket has several major problems in this area, and, while I could
usually get around them, they made things slower and more frustrating than
they needed to be.

If anyone has any experience with web accessibility and happens to know how
well RT works with common screen readers, I'd love your thoughts.
Specifically, I'm looking for the basics--label tags for form fields, table
titles, image descriptions using the alt attribute, use of headings and/or
landmarks to facilitate easy navigation, accessible widgets like menus or
dialogs, and so on. I'll find out soon first-hand how well RT does at
these, and I did have a quick look through the demo site, but if anyone has
input I'd love to hear it. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Questions about specific capabilities of RT

[Emmanuel Lacour]

Le 24/08/2016 à 01:35, Alex Hall a écrit :
> 
> 
> * In OST, agents (that is, staff who can take care of tickets and make 
> internal notes) must belong to one department only. We can use multiple 
> teams, but those are harder to deal with than departments.. In RT, can staff 
> belong to multiple departments, assuming RT has a similar setup?
> 

users may be in multiple groups (teams). And may have rights and roles
(works) on multiple queues (team+workflow). So yes.

> * Can SLAs be set to ignore weekends and holidays? If a 72-hour SLA is 
> assigned on Friday, that should mean three business days, not that it has to 
> be done Monday.
> 

yes, see
https://docs.bestpractical.com/rt/4.4.1/customizing/sla.html#Does-business-time-support-holidays

> * Can things be set so that staff are notified upon certain events firing? A 
> very overdue ticket in any department might go to one guy in management 
> automatically, for instance, so that he can keep tabs on all overdue items.
> 

yes, using rt-crontool you can do automatic escalation. You can also use
saved searches with relative dates and dashboards subscriptions.

> * Can we use custom IMAP folders? I had to modify OSTicket to do this, but we 
> have just tick...@domain.com for our email address for the system. It's with 
> Gmail, so I have tickets+graph...@domain.com set to go to Graphics. I did 
> this by telling Graphics to check the 'graphics' folder in the tickets email 
> account. Each department has the same setup, with a custom folder. We did 
> this because each new email address costs money, and we saw no point in 
> paying hundreds per year for a feature I could add to OST. RT will have to be 
> able to do the same, though.
> 

best use of RT is usually to directly send email to him using smtp, but
you can use fetchmail to get emails from pop/imap/...

> * In OST, replying to an email notification posts only an internal comment, 
> not a full ticket reply. OST says they do this so two agents don't reply with 
> conflicting information for the user. For our situation, though, we need 
> email replies to post ticket replies, so everyone on the ticket gets email 
> notifications. Essentially, part of what we want is to let users carry on 
> email conversations surrounding a ticket, but for those responses to be 
> posted to the ticket at the same time. This will keep activity archived, and 
> will automatically create ad-hoc email groups for everyone who needs to be 
> part of a given issue. Since we're not using this for customers, we don't 
> care who sees what in * In OST, when an agent creates a ticket, it *must* be 
> done on behalf of a user. Since most of our tickets are internal, this gets 
> very annoying, and results in us posting tickets to ourselves most of the 
> time. I'd much prefer it if tickets could be opened on behalf of agents or, 
> better still,
>   on beha
>  lf of no one at all. I just want a ticket to consist of the issue, the 
> creator, and everyone who needs to deal with it, plus an SLA.
> 

in RT notification are fully customizables and there is usually to kind
of emails address per queue, one for comments, other for replies.




As you have a great view of what you wan't but litle knowledge of RT
which is higly configurable/customizable, I strongly suggest you to
contact Bestpractical or other RT specialist working near you to help
you so you'll do the rights choices between
queues/customfields/groups/roles for your org.

-- 
Easter-eggs  Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com  -   http://www.easter-eggs.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017