Re: [rt-users] Greetings from a New RT user in Toronto.

[Reza]

Many thanks to my first 3 teachers, Kenneth Crocker, Alex Hall and Chris 
McClement, for guiding me to the right direction.


Ken, many thanks for your generosity for passing me a copy of your book 
"Request Tracker for Beginners - A Topical Guide" ( also available on 
Amazon if those of you newbie seeking knowledge )


Many thanks to the authors of "RT Essentials" published by O'Reilly.  
This is also a good start for the fundamental basics for RT.


The last 24-48 hrs has been an amazing learning experience.  I feel 
as-if I can do Kung Fu now :)


From my recent agenda of:

1. Create Random Ticket numbers.
2. Suppress "RT System Itself - Outgoing email recorded"
3. Customization of Auto ticket reply.
4. Assigning tickets / transferring to someone else (when not logged in
   as root)
5. 3rd Party CRM integration basics.
6. How to Customize the RT at a glance (Just added to my list for Oct
   25, 2016)

I have learned points #2, #3, #4.

Can anyone here guide me to the proper direction to accomplish #1 
(Generating random ticket number versus ascending ticket numbers), and 
guide me towards a fundamentally basic API example for 3rd Party CRM 
integration?


The new things I've learned:

1. Creating Queues
2. Creating Memberships
3. Understanding Group Permissions
4. Taking ownership of a ticket
5. Assigning tickets to someone else
6. Basic Ticket operations (Open, Close, Delete, Forward, Stealing etc)

I'm learning that RT is not only for managing Support Tickets, but it 
can also be used to followup on Sales leads etc (in the same manner as a 
support ticket is handled), but I have yet to understand how it can be 
used in Project Management.   A combination of active / hands on 
learning is needed here, in parallel to passive learning.  That's the 
hardest part because I'm not a very good passive learner (learning 
through reading).


I'm anticipating my status updates on this learning curve will serve as 
an agenda for the new folks adapting RT.


In the mean time, I will be reading Ken's "Request Tracker for 
Beginners" guide till I pass out.


Thanks for welcoming me to the community.

Cheers!
Reza.



On Mon, 24 Oct 2016 at 21:50 Reza > wrote:


Greetings Folks:

I successfully installed RT on a virtual machine and it has been a
non-stop learning marathon for 12+ hrs non stop.   If you are as
new as
me in RT, please reply to my message, and perhaps we can have a
conference call (at my expense) to do some sort of study group
session,
so we can share knowledge.

Its easiest to learn when there are friendly tutors.  FYI, I have
acquired the following knowledge the very hard way.
1.  Setup / Installation.  (The hardest part)
2.  Creating Users
3.  Creating Groups
4.  Understanding Permissons
5.  Enabling watchers
6.  Configuring Fetch Mail with SSL option to a gmail account (for
testing)
7.  Configuring Sendmail / Exim and smart host
8.  Purging / Shredding tickets


What I would like to learn is:
1.  Create Random Ticket numbers.
2.  Suppress "RT System Itself - Outgoing email recorded"
3.  Customization of Auto ticket reply.
4.  Assigning tickets / transferring to someone else (when not
logged in
as root)
5.  3rd Party CRM integration basics.

Thanks in advance to all the folks here, specially the creators of RT.

Best,
Reza.

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017



-
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] Greetings from a New RT user in Toronto.

[Reza]

Chris, Alex, Gentlemen:

Thank you for your generosity.  Let me learn a little bit more and it 
will give me the confidence to ask stupid questions. :) Anyone in here 
would like to engage in a conference call type group study / chat, 
please let me know.   I have a VoIP server to which all of us could 
connect to easily.


Thank you!
Reza.


Alex Hall wrote on 10/24/2016 5:16 PM:
Customizing email notifications as in #3 is done through the 
templates. As root, or a super user, go to Admin > Templates > Select. 
There you'll find a table with all the templates the system uses. 
Admin > Scripts is where you can see which templates go to which 
events. The wiki (rt-wiki.bestpractical.com 
) has a couple helpful pages on 
templates, such as

https://rt-wiki.bestpractical.com/wiki/TemplateSnippets

You grant users the right to transfer, own, take, and steal tickets. 
RT likes you to use groups rather than granting rights on a 
user-by-user basis. For instance, our system has five queues, and each 
queue has a queue_staff and queue_users group. In the staff group for 
each queue, we grant the rights I mentioned. This way, simply adding a 
user to the staff group in their queue is enough to give them all the 
rights they need.


As you may have found, rights are integral to not just what users can 
do with tickets, but to which tickets and queues they can view at all. 
Getting to know the rights system will help a lot.


On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement 
mailto:chri...@bosberaad.com>> wrote:


Hi Reza

Welcome to RT. We're a fairly new user of the product so have
recent experience of your learning curve!

We have a bit of a workaround in place for "2. Suppress "RT System
Itself...)" lines in the History. We simply hide the entries with
custom css. In Admin > Tools > Theme > Custom CSS (Advanced),
we've added:

div.transaction.Ticket-transaction.other {
display: none;
}

This hides all those RT System messages while leaving things like
actual message content/comments alone.

As far as "4. Assigning tickets..." goes, have you set any of your
users as "Privileged"? As far as I remember if you are logged in
as a privileged user you should be able to assign tickets to other
privileged users.

Regards
Chris

On Mon, 24 Oct 2016 at 21:50 Reza mailto:reza.toro...@gmail.com>> wrote:

Greetings Folks:

I successfully installed RT on a virtual machine and it has been a
non-stop learning marathon for 12+ hrs non stop.  If you are
as new as
me in RT, please reply to my message, and perhaps we can have a
conference call (at my expense) to do some sort of study group
session,
so we can share knowledge.

Its easiest to learn when there are friendly tutors.  FYI, I have
acquired the following knowledge the very hard way.
1.  Setup / Installation.  (The hardest part)
2.  Creating Users
3.  Creating Groups
4.  Understanding Permissons
5.  Enabling watchers
6.  Configuring Fetch Mail with SSL option to a gmail account
(for testing)
7.  Configuring Sendmail / Exim and smart host
8.  Purging / Shredding tickets


What I would like to learn is:
1.  Create Random Ticket numbers.
2.  Suppress "RT System Itself - Outgoing email recorded"
3.  Customization of Auto ticket reply.
4.  Assigning tickets / transferring to someone else (when not
logged in
as root)
5.  3rd Party CRM integration basics.

Thanks in advance to all the folks here, specially the
creators of RT.

Best,
Reza.

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training

* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training

* Boston - October 24-26
* Los Angeles - Q1 2017




--
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] Deleting one attachment

[Ram]

Inline..
> A user at work added an attachment that violates corporate policy to a
> ticket; the ticket itself is valid and must be kept. I need to delete the
> attachment. A quick look at the rt-shredder tool does not make it apparent
> to me how to do this with rt-shredder. I can readily do it editing the db
in
> mysql but I'd rather use rt-shredder if it will do the job.
> any help?

I'll be going with a direct DB edit which I'm documenting here for the next
person. Since I just want to suppress the file and do not want to hide the
fact that it existed. Here is what I did, be very careful! If you don't
know SQL or you don't understand every step below then find someone else to
help you - this is the WRONG PATH for you:

1 Get the attachment id of the attachment to remove (as of RT 4.4.1  it's
the *second* number in the URL that displays the attachment).

2 Add a comment to the ticket indicating that you are deleting the
offending attachment for policy violation (or whatever you motive).

3 Run this command to improve your odds of not messing up and deleting the
wrong transaction:
> select id, Transactionid, MessageId, Subject, Filename, ContentType,
ContentEncoding, Headers, Creator, Created from Attachments where id=
ATTACHMENT_ID_FROM_STEP_1 \G

4 If that looks right to you then run this SQL against A TEST COPY OF YOUR
DB to ensure you are killing the right attachment
> update Attachments set Content = NULL where id =
ATTACHMENT_ID_FROM_STEP_1 limit 1;

5 Go look at the ticket in RT and ensure that you did indeed eliminate the
offending attachment.

6 Repeat steps 3,4,5 in your production environment.

7 Do not call me if you shot yourself in the foot. No warranty expressed or
implied!

If this isn't perfectly clear, hire Best Practical (
https://bestpractical.com/)  to do it for you.

cheers,

Ram
-
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] Greetings from a New RT user in Toronto.

[Alex Hall]

Customizing email notifications as in #3 is done through the templates. As
root, or a super user, go to Admin > Templates > Select. There you'll find
a table with all the templates the system uses. Admin > Scripts is where
you can see which templates go to which events. The wiki (
rt-wiki.bestpractical.com) has a couple helpful pages on templates, such as
https://rt-wiki.bestpractical.com/wiki/TemplateSnippets

You grant users the right to transfer, own, take, and steal tickets. RT
likes you to use groups rather than granting rights on a user-by-user
basis. For instance, our system has five queues, and each queue has a
queue_staff and queue_users group. In the staff group for each queue, we
grant the rights I mentioned. This way, simply adding a user to the staff
group in their queue is enough to give them all the rights they need.

As you may have found, rights are integral to not just what users can do
with tickets, but to which tickets and queues they can view at all. Getting
to know the rights system will help a lot.

On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement 
wrote:

> Hi Reza
>
> Welcome to RT. We're a fairly new user of the product so have recent
> experience of your learning curve!
>
> We have a bit of a workaround in place for "2. Suppress "RT System
> Itself...)" lines in the History. We simply hide the entries with custom
> css. In Admin > Tools > Theme > Custom CSS (Advanced), we've added:
>
> div.transaction.Ticket-transaction.other {
> display: none;
> }
>
> This hides all those RT System messages while leaving things like actual
> message content/comments alone.
>
> As far as "4. Assigning tickets..." goes, have you set any of your users
> as "Privileged"? As far as I remember if you are logged in as a privileged
> user you should be able to assign tickets to other privileged users.
>
> Regards
> Chris
>
> On Mon, 24 Oct 2016 at 21:50 Reza  wrote:
>
>> Greetings Folks:
>>
>> I successfully installed RT on a virtual machine and it has been a
>> non-stop learning marathon for 12+ hrs non stop.   If you are as new as
>> me in RT, please reply to my message, and perhaps we can have a
>> conference call (at my expense) to do some sort of study group session,
>> so we can share knowledge.
>>
>> Its easiest to learn when there are friendly tutors.  FYI, I have
>> acquired the following knowledge the very hard way.
>> 1.  Setup / Installation.  (The hardest part)
>> 2.  Creating Users
>> 3.  Creating Groups
>> 4.  Understanding Permissons
>> 5.  Enabling watchers
>> 6.  Configuring Fetch Mail with SSL option to a gmail account (for
>> testing)
>> 7.  Configuring Sendmail / Exim and smart host
>> 8.  Purging / Shredding tickets
>>
>>
>> What I would like to learn is:
>> 1.  Create Random Ticket numbers.
>> 2.  Suppress "RT System Itself - Outgoing email recorded"
>> 3.  Customization of Auto ticket reply.
>> 4.  Assigning tickets / transferring to someone else (when not logged in
>> as root)
>> 5.  3rd Party CRM integration basics.
>>
>> Thanks in advance to all the folks here, specially the creators of RT.
>>
>> Best,
>> Reza.
>>
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>>
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>



-- 
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] Greetings from a New RT user in Toronto.

[Chris McClement]

Hi Reza

Welcome to RT. We're a fairly new user of the product so have recent
experience of your learning curve!

We have a bit of a workaround in place for "2. Suppress "RT System
Itself...)" lines in the History. We simply hide the entries with custom
css. In Admin > Tools > Theme > Custom CSS (Advanced), we've added:

div.transaction.Ticket-transaction.other {
display: none;
}

This hides all those RT System messages while leaving things like actual
message content/comments alone.

As far as "4. Assigning tickets..." goes, have you set any of your users as
"Privileged"? As far as I remember if you are logged in as a privileged
user you should be able to assign tickets to other privileged users.

Regards
Chris

On Mon, 24 Oct 2016 at 21:50 Reza  wrote:

> Greetings Folks:
>
> I successfully installed RT on a virtual machine and it has been a
> non-stop learning marathon for 12+ hrs non stop.   If you are as new as
> me in RT, please reply to my message, and perhaps we can have a
> conference call (at my expense) to do some sort of study group session,
> so we can share knowledge.
>
> Its easiest to learn when there are friendly tutors.  FYI, I have
> acquired the following knowledge the very hard way.
> 1.  Setup / Installation.  (The hardest part)
> 2.  Creating Users
> 3.  Creating Groups
> 4.  Understanding Permissons
> 5.  Enabling watchers
> 6.  Configuring Fetch Mail with SSL option to a gmail account (for testing)
> 7.  Configuring Sendmail / Exim and smart host
> 8.  Purging / Shredding tickets
>
>
> What I would like to learn is:
> 1.  Create Random Ticket numbers.
> 2.  Suppress "RT System Itself - Outgoing email recorded"
> 3.  Customization of Auto ticket reply.
> 4.  Assigning tickets / transferring to someone else (when not logged in
> as root)
> 5.  3rd Party CRM integration basics.
>
> Thanks in advance to all the folks here, specially the creators of RT.
>
> Best,
> Reza.
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
-
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] RT4.4.1 ignoring two of four files in RT_SiteConfig.d

[Alex Hall]

Great call! Looks like one of the files that didn't work has 600, while one
that did is 644. My www-data user must need to read these files, and it
couldn't do that. I'm not sure how 600 got set, but this must be the
problem. Thanks.

On Mon, Oct 24, 2016 at 1:53 PM, Jeffrey Pilant 
wrote:

> You write:
> >I'm more confused the more I look at my configuration files problem.
> >According to my system configuration page, RT is loading four files:
> >RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and
> >RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and
> >03-dbconfig-common.pm, which are the most vital of the four. I've run
> perl
> >-c on all four files, and all of them come back with no errors. What might
> >cause RT to skip two files like this? If the files are invalid somehow,
> >where would I find that out? /var/log/messages is reporting only the
> >expected warning about my WebDomain being incorrect, but nothing about any
> >files failing to load or invalid directives anywhere. I now know the
> source
> >of my problem, but have no idea how I might fix it. Has anyone ever seen
> >this before?
>
> Wild shot in the dark:
> Check owner, group, and r/w permissions.
> Do all four files have the same values?
>
> If this fixes things, post to the list the fix so others can benefit.
>
> /jeff
> 
> The information contained in this e-mail is for the exclusive use of the
> intended recipient(s) and may be confidential, proprietary, and/or
> legally privileged.  Inadvertent disclosure of this message does not
> constitute a waiver of any privilege.  If you receive this message in
> error, please do not directly or indirectly use, print, copy, forward,
> or disclose any part of this message.  Please also delete this e-mail
> and all copies and notify the sender.  Thank you.
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>



-- 
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] RT4.4.1 ignoring two of four files in RT_SiteConfig.d

[Jeffrey Pilant]

You write:
>I'm more confused the more I look at my configuration files problem.
>According to my system configuration page, RT is loading four files:
>RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and
>RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and
>03-dbconfig-common.pm, which are the most vital of the four. I've run perl
>-c on all four files, and all of them come back with no errors. What might
>cause RT to skip two files like this? If the files are invalid somehow,
>where would I find that out? /var/log/messages is reporting only the
>expected warning about my WebDomain being incorrect, but nothing about any
>files failing to load or invalid directives anywhere. I now know the source
>of my problem, but have no idea how I might fix it. Has anyone ever seen
>this before?

Wild shot in the dark:
Check owner, group, and r/w permissions.
Do all four files have the same values?

If this fixes things, post to the list the fix so others can benefit.

/jeff

The information contained in this e-mail is for the exclusive use of the 
intended recipient(s) and may be confidential, proprietary, and/or 
legally privileged.  Inadvertent disclosure of this message does not 
constitute a waiver of any privilege.  If you receive this message in 
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message.  Please also delete this e-mail 
and all copies and notify the sender.  Thank you. 

-
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] RT4.4.1 ignoring two of four files in RT_SiteConfig.d

[Alex Hall]

I've worked around the problem by copying the dbconfig file's text into a
new file, and breaking debconf's contents into three different files. I
have no idea what was wrong with the two files that didn't work, but the
new ones seem to be doing fine. Very strange! I'd still like to know if
anyone has ever seen this, so I know what to avoid in the future, but at
least the system is operating normally again.

On Mon, Oct 24, 2016 at 10:46 AM, Alex Hall  wrote:

> All,
> I'm more confused the more I look at my configuration files problem.
> According to my system configuration page, RT is loading four files:
> RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and
> RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and
> 03-dbconfig-common.pm, which are the most vital of the four. I've run
> perl -c on all four files, and all of them come back with no errors. What
> might cause RT to skip two files like this? If the files are invalid
> somehow, where would I find that out? /var/log/messages is reporting only
> the expected warning about my WebDomain being incorrect, but nothing about
> any files failing to load or invalid directives anywhere. I now know the
> source of my problem, but have no idea how I might fix it. Has anyone ever
> seen this before?
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>



-- 
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

[rt-users] RT4.4.1 ignoring two of four files in RT_SiteConfig.d

[Alex Hall]

All,
I'm more confused the more I look at my configuration files problem.
According to my system configuration page, RT is loading four files:
RT_Config.pm, RT_SiteConfig.pm, RT_SiteConfig.d/01-timezone.pm, and
RT_SiteConfig.d/04-logging.pm. It is simply ignoring 02-debconf.pm and
03-dbconfig-common.pm, which are the most vital of the four. I've run perl
-c on all four files, and all of them come back with no errors. What might
cause RT to skip two files like this? If the files are invalid somehow,
where would I find that out? /var/log/messages is reporting only the
expected warning about my WebDomain being incorrect, but nothing about any
files failing to load or invalid directives anywhere. I now know the source
of my problem, but have no idea how I might fix it. Has anyone ever seen
this before?

-- 
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] [phish?] Re: Identifying database credentials in use during upgrade?

[Alex Hall]

I've confirmed that my RT_SiteConfig.d directory doesn't seem to be
working. As soon as I added my database credentials to RT_SiteConfig.pm,
everything worked. The problem is that I have a lot of settings in the .d
directory that I'd really rather no add to the main file. Is there a trick
to getting the files in the .d directory recognized? In 4.2.8 on Debian,
they didn't need .pm extensions, but I've added those. I've restarted FCGI
and Nginx multiple times. Have I missed anything?

On Mon, Oct 24, 2016 at 8:49 AM, Alex Hall  wrote:

> Oh, so the same rules apply for configuration as normal. Good, I thought
> an upgrade was a different case.
>
> The database upgraded successfully, but now I'm having a similar problem.
> When I spawn the FCGI server, it exits immediately, because 'rt_user' can't
> log into MySQL. The problem is that /opt/rt4/RT_SiteConfig.d/51-
> dbconfig-common.pm' lists the user as 'rtuser', not 'rt_user'. I'm again
> in the position of not knowing where the username and password are coming
> from. You've said before that simply starting RT is enough to get the
> config files to be used, but I've restarted both the FCGI server and Nginx
> and that username won't change. I have a user in the database called
> rt_user as well, but again, I don't know what password RT is trying to use.
> I've looked in SiteConfig.pm, but no DB credentials are defined there.
>
> On Mon, Oct 24, 2016 at 8:16 AM, Matt Zagrabelny 
> wrote:
>
>> On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall  wrote:
>> > Hello list,
>> > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went
>> well.
>> > On the production server, though, it's not; the upgrade-database script
>> is
>> > failing when it tries to connect to the database. I've been in MySQL
>> messing
>> > around with user permissions, trying to get things to work, but to no
>> avail.
>> >
>> > How can I know exactly what username/password the script is using? It
>> says
>> > in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm
>> the
>> > configuration comment says it should be 'rtuser' (note the lack of an
>> > underscore).
>>
>> Okay.
>>
>>  It may be important to say that this line remains unchanged no
>> > matter how often I re-run ./configure with new options. On a related
>> note, I
>> > have no idea what password is in use since it won't take my
>> configuration
>> > command.
>>
>> Your password should be in either RT_SiteConfig.pm or in a config
>> snippet in RT_SiteConfig.d/.
>>
>> > I'm not sure what to try next. Do I erase RT_Config.pm and re-run
>> > ./configure?
>>
>> Perhaps.
>>
>> RT_Config.pm has all the *default* values shipped from upstream.
>>
>> RT_Config.pm should never be edited by the administrator (you.)
>>
>> There is RT_SiteConfig.pm and RT_SiteConfig.d for the admin to
>> override defaults.
>>
>> -m
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>



-- 
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] [phish?] Re: Identifying database credentials in use during upgrade?

[Alex Hall]

Oh, so the same rules apply for configuration as normal. Good, I thought an
upgrade was a different case.

The database upgraded successfully, but now I'm having a similar problem.
When I spawn the FCGI server, it exits immediately, because 'rt_user' can't
log into MySQL. The problem is that /opt/rt4/RT_SiteConfig.d/
51-dbconfig-common.pm' lists the user as 'rtuser', not 'rt_user'. I'm again
in the position of not knowing where the username and password are coming
from. You've said before that simply starting RT is enough to get the
config files to be used, but I've restarted both the FCGI server and Nginx
and that username won't change. I have a user in the database called
rt_user as well, but again, I don't know what password RT is trying to use.
I've looked in SiteConfig.pm, but no DB credentials are defined there.

On Mon, Oct 24, 2016 at 8:16 AM, Matt Zagrabelny  wrote:

> On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall  wrote:
> > Hello list,
> > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went
> well.
> > On the production server, though, it's not; the upgrade-database script
> is
> > failing when it tries to connect to the database. I've been in MySQL
> messing
> > around with user permissions, trying to get things to work, but to no
> avail.
> >
> > How can I know exactly what username/password the script is using? It
> says
> > in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm the
> > configuration comment says it should be 'rtuser' (note the lack of an
> > underscore).
>
> Okay.
>
>  It may be important to say that this line remains unchanged no
> > matter how often I re-run ./configure with new options. On a related
> note, I
> > have no idea what password is in use since it won't take my configuration
> > command.
>
> Your password should be in either RT_SiteConfig.pm or in a config
> snippet in RT_SiteConfig.d/.
>
> > I'm not sure what to try next. Do I erase RT_Config.pm and re-run
> > ./configure?
>
> Perhaps.
>
> RT_Config.pm has all the *default* values shipped from upstream.
>
> RT_Config.pm should never be edited by the administrator (you.)
>
> There is RT_SiteConfig.pm and RT_SiteConfig.d for the admin to
> override defaults.
>
> -m
>



-- 
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

[rt-users] [phish?] Re: Identifying database credentials in use during upgrade?

[Matt Zagrabelny]

On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall  wrote:
> Hello list,
> As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went well.
> On the production server, though, it's not; the upgrade-database script is
> failing when it tries to connect to the database. I've been in MySQL messing
> around with user permissions, trying to get things to work, but to no avail.
>
> How can I know exactly what username/password the script is using? It says
> in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm the
> configuration comment says it should be 'rtuser' (note the lack of an
> underscore).

Okay.

 It may be important to say that this line remains unchanged no
> matter how often I re-run ./configure with new options. On a related note, I
> have no idea what password is in use since it won't take my configuration
> command.

Your password should be in either RT_SiteConfig.pm or in a config
snippet in RT_SiteConfig.d/.

> I'm not sure what to try next. Do I erase RT_Config.pm and re-run
> ./configure?

Perhaps.

RT_Config.pm has all the *default* values shipped from upstream.

RT_Config.pm should never be edited by the administrator (you.)

There is RT_SiteConfig.pm and RT_SiteConfig.d for the admin to
override defaults.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Identifying database credentials in use during upgrade?

[Alex Hall]

Hello list,
As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went
well. On the production server, though, it's not; the upgrade-database
script is failing when it tries to connect to the database. I've been in
MySQL messing around with user permissions, trying to get things to work,
but to no avail.

How can I know exactly what username/password the script is using? It says
in the error that the user is 'rt_user', yet in /opt/rt4/RT_Config.pm the
configuration comment says it should be 'rtuser' (note the lack of an
underscore). It may be important to say that this line remains unchanged no
matter how often I re-run ./configure with new options. On a related note,
I have no idea what password is in use since it won't take my configuration
command.

I'm not sure what to try next. Do I erase RT_Config.pm and re-run
./configure? Is there a different way to "start over"? I've already run
'make upgrade' and am now trying to upgrade my database. As directed,
though, I'm operating on a duplicate of my 4.2.8 database, not the
original. Thus I should be able to return functionality to 4.2.8 for the
work day today so people can use it with no problem. I was trying this over
the weekend and early this morning, figuring it wouldn't be hard after my
test went so well. Thanks in advance for any ideas anyone has.

-- 
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

[rt-users] Greetings from a New RT user in Toronto.

[Reza]

Greetings Folks:

I successfully installed RT on a virtual machine and it has been a 
non-stop learning marathon for 12+ hrs non stop.   If you are as new as 
me in RT, please reply to my message, and perhaps we can have a 
conference call (at my expense) to do some sort of study group session, 
so we can share knowledge.


Its easiest to learn when there are friendly tutors.  FYI, I have 
acquired the following knowledge the very hard way.

1.  Setup / Installation.  (The hardest part)
2.  Creating Users
3.  Creating Groups
4.  Understanding Permissons
5.  Enabling watchers
6.  Configuring Fetch Mail with SSL option to a gmail account (for testing)
7.  Configuring Sendmail / Exim and smart host
8.  Purging / Shredding tickets


What I would like to learn is:
1.  Create Random Ticket numbers.
2.  Suppress "RT System Itself - Outgoing email recorded"
3.  Customization of Auto ticket reply.
4.  Assigning tickets / transferring to someone else (when not logged in 
as root)

5.  3rd Party CRM integration basics.

Thanks in advance to all the folks here, specially the creators of RT.

Best,
Reza.

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017