Re: [rt-users] Group Rights
Greetings Ron: I'm relatively new with RT but have progressed a lot and have already incorporated it into a live production environment. To my experience, the scenario of "Group Additives", as you put it, or assigning a "group" within a "group", is not necessarily the best business practice. I like to keep things well organized and have separate groups for different unique permissions. In theory your concept may work, but not advisable in my opinion, coming from a security perspective, in the name of keep things organized and secure. Cheers! Reza. Ron Yacketta wrote on 10/27/2016 4:38 PM: All, Are group rights Additive? We have a Group that contains other groups with certain granted rights, we would like to give one of the included groups the ability to mange users. Will RT grant all the rights allowed in the Containing group as well as those assigned directly to the group? Regards, Ron Yacketta - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
[rt-users] Group Rights
All, Are group rights Additive? We have a Group that contains other groups with certain granted rights, we would like to give one of the included groups the ability to mange users. Will RT grant all the rights allowed in the Containing group as well as those assigned directly to the group? Regards, Ron Yacketta - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Extension QueChangeonUpdate
I have updated the wiki after testing the script on a Ubuntu-server, it still work! Also updated the wiki link to an old zip-file found in the archive. Everything ok :-) Regards Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel Bergmark Skickat: den 27 oktober 2016 12:32 Till: rt-users@lists.bestpractical.com Ämne: [rt-users] Extension QueChangeonUpdate Hi all, Have anyone running RT 4.4 dared to use this extension? If so does it work with the installation script on RT 4.4.X? Looks like last updated at 2014. https://rt-wiki.bestpractical.com/wiki/Extension_-_Queue_Change_On_Update Or perhaps someone has a way to achieve the same with different means? :) Regards, Joel - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] "Hidden" tickets suddenly appear
On Thu, Oct 27, 2016 at 03:21:51PM -0400, Jeff Blaine wrote: > On 10/26/2016 4:27 AM, Martin Wheldon wrote: > > Hi Jeff, > > > > If you examine the ticket history of the problem ticket it should tell > > you what happened > > for it to be set back to the "new" status. > > > > Is it being reopened by a reply to a email from the pervious ticket > > corespondance perhaps?? > > Martin, > > Right, that's where I first looked. There are zero transactions past the > initial creation via email. Nothing has been done to the ticket. > > Jeff Hi Jeff, You need to find out what is preventing the ticket from showing up in your query. One of your AND conditions may not be met so the ticket does not show up. Are you saving your Email that is creating the missed tickets? You could try submitting a similar Email to see if it has the same visibility problem. Also, do you have any customizations? Sometimes a change can have unusual ramifications down the line. Good luck, Ken - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] "Hidden" tickets suddenly appear
On 10/26/2016 4:27 AM, Martin Wheldon wrote: > Hi Jeff, > > If you examine the ticket history of the problem ticket it should tell > you what happened > for it to be set back to the "new" status. > > Is it being reopened by a reply to a email from the pervious ticket > corespondance perhaps?? Martin, Right, that's where I first looked. There are zero transactions past the initial creation via email. Nothing has been done to the ticket. Jeff > On 2016-10-25 16:00, Jeff Blaine wrote: >> RT 4.2.13 backed by PostgreSQL, though I feel like we've been >> experiencing the following for many versions. >> >> I've been suspect for quite some time, but thought maybe I was losing my >> mind instead. I've confirmed finally that I am not losing my mind re: RT >> in this specific case. We are definitely seeing the following situation. >> >> I'm curious if anyone has thoughts as to where to start debugging the >> root cause. >> >> I use a simple saved search as my view into RT at work. Others using >> this queue also use a similar one. The query is: >> >> Queue = 'atcc-help' >> AND >>( >> Status = 'new' >> OR Status = 'open' >> OR Status = 'stalled' >>) >> AND ( >>Owner = 'Nobody' >>OR Owner = 'jbla...@our.org' >> ) >> >> The display settings for the search have "Rows: Unlimited" >> >> It results in a daily list of 70-120 tickets. >> >> We are seeing tickets appear in this list, where they have never >> appeared in the list before, after some period of being in the queue. In >> most cases, the mystery ticket has a "Created" date of more than a few >> weeks ago. The most recent case was 5 months. That is, a ticket with >> "Created" of around 5 months ago, and in "new" status, showed up in the >> results of the search above where it never had shown up before. >> >> As you can imagine, this is terrible for customer service. Luckily it >> seems pretty rare. I would estimate that we see this happen ~5 times per >> year, and then have to start the very awkward conversation about how the >> ticket "slipped through our cracks". >> >> Thoughts very welcome. >> >> Jeff >> - >> 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 > -- Jeff Blaine kickflop.net - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Articles in 4.4.1, Issues with search and text showing up in comments.
My issue was self resolved. I needed to add the Class to the ticket queue and now I get the drop downs. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
[rt-users] Trying to create an "ITIL Change Management" queue
Hi All, I'm running RT 4.4.1, on BackBox Linux 4.6 (GNU/Linux 4.2.0-42-generic x86_64). I'm trying to replace a bespoke ITIL Change Management system that we're about to lose access to. The old system was cobbled together on SalesForce & was essentially a matter of pressing a "New Change" button, filling out a Change Request form, then submitting it for approval. The system then forwards the change to the "Technical Approver", then when they approve the CR, it goes to the CAB1, then CAB2, then the Customer Scheduler & finally, back to the requester, as an approved change request (if you've done your homework & satisfied everybody). I've knocked up a change form, purely to show the sort of thing we have now - it's non-functional, other than to remind me of what I'm trying to replace - this is a snapshot of that form: https://furrie.net/sites/default/files/images/ChangeForm.png There are loads of systems that say they're change management tools, but they mean inventory/asset/hardware/software change management. I figured that RT was probably my best bet, as I can install it and see if I can even get close to what I want. It's quite the learning curve. I feel like I don't really know what to google for, in respect of my desired functionality (it took me a day of fumbling about, to realise that I had to log in as root, to see any configuration options - seriously, it made me feel old *sigh* I've created some users, some groups, a ChangeQ queue, and some custom fields, but right now, I'm in the dark as to how/if I can tie them all together, to get an approximation of the desired system. Please can you lovely, friendly rt-users let me know if what I'm trying to achieve, is even possible? I wouldn't want to bash my head against the wall for a week, only to find out I've wasted my time. If you could point me towards any resources that might aid my quest, please do! Please be gentle, this is my first time. Thanks, -- Chris Phillips - 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] Perl upgrade on Debian 9 causes JSON error
OK, to answer my own question, I edited line 197 of
/usr/share/request-tracker4/lib/RT/Interface/Web.pm
I just added the allow_blessed => 1 to get rid of the error message.
> sub EncodeJSON {
> my $s = JSON::to_json(shift, { allow_blessed => 1, allow_nonref => 1 });
> $s =~ s{/}{\\/}g;
> return $s;
> }
Now the question remains - am I silently breaking something else with that
little hack?
I know just enough Perl to be dangerous, so freely admit I'm not aware of all
of the possible ramifications of the edit.
James Zuelow
Systems Operations Manager
City and Borough of Juneau - MIS
(907) 586-0236
-
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] Perl upgrade on Debian 9 causes JSON error
Upgrading the Perl packages on Debian testing causes external auth to fail: > 16594] [Thu Oct 27 16:22:52 2016] [error]: encountered object '1', but > neither allow_blessed, convert_blessed nor allow_tags settings are enabled > (or TO_JSON/FREEZE method missing) at /usr/share/perl5/JSON.pm line 154. > > Stack: > [/usr/share/perl5/JSON.pm:154] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:197] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:4065] > [/usr/share/request-tracker4/html/Elements/JavascriptConfig:79] > [/usr/share/request-tracker4/html/Elements/Header:64] > [/usr/share/request-tracker4/html/index.html:4] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681] > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369] > [/usr/share/request-tracker4/html/autohandler:53] > (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)A quick > google doesn't show this particular error. Any hints as to what might be wrong? I was using external auth and thought that might be causing the problem, but turning that off leaves the JSON error. I'm using the Debian packages for everything, which had JSON at 3.02 and JSON::XS at 2.98 after the upgrade. Upgrading JSON::XS with CPAN worked and now CPAN says that JSON and JSON::XS packages are both up to date (3.02) The rest of the system works as advertised, just not the web UI. James Zuelow Systems Operations Manager City and Borough of Juneau - MIS (907) 586-0236 - 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] Template snippet causes template to silently fail
Thanks for the suggestions, but I'm still seeing the same exact problem. If
I put the code in, the email based on this template fails to send. The log,
however, remains absent any error or warning messages around the time of
each attempt I make. I'll paste my latest try below, but note that I've
tried $Transaction in place of $self->TransactionObj and gotten the same
result.
Content:
{
my $transactionType = $self->TransactionObj->Type;
if ($transactionType eq 'Correspond') { $self->TransactionObj->Correspond
} elsif ($transactionType eq 'Comment') { $self->TransactionObj->Comment
} else { "No content to display."
}
}
On Wed, Oct 26, 2016 at 7:52 PM, Landon Stewart
wrote:
> On Oct 26, 2016, at 2:29 PM, Alex Hall wrote:
>
>
> Hi all,
> The way our company uses RT, there's no need to distinguish between
> comments and replies, and users may use either one without realizing the
> difference. In my new email template, I want to show whichever was set. My
> template works fine without the two if statements I'm trying to use, but as
> soon as I put them in, it fails. The odd thing is that, though the email
> using the template is never sent, I don't get any errors at all. When I was
> missing a dollar sign earlier, I got an error--an error not really related
> to the dollar sign, but an error. Now, though, I get nothing whatsoever.
> Here's the snippet:
>
> { if (my $transactionCorrespond = $Transaction->correspond) {
> $transactionCorrespond
> } elsif (my $transactionComment = $Transaction->comment) {
> $transactionComment }
> }
>
> I don't know what's so wrong with that bit of code, but there must be
> something. I don't really speak Perl, and the only page I've found thus far
> that enumerates the Transaction object properties isn't overly helpful, so
> I'm guessing at the properties I need. Can anyone see what I've done wrong
> here? Thanks.
>
>
> Since $Transaction is a thing then $Transaction->correspond is empty since
> it's not a thing. This is why you'll get no errors.
>
> Try this:
> {
> if ($self->TransactionObj->Type eq 'Correspond') {
> # something
> } elsif ($self->TransactionObj->Type eq 'Comment') {
> # something else
> } else {
> # Not a Comment or Correspond transaction
> }
> }
>
> Or something that actually does exactly what your pseudocode does:
> { $self->TransactionObj->Type }
>
> I have found these very helpful in the past:
> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets
>
> --
> Landon Stewart
> Lead Analyst - Abuse and Security Management
> INTERNAP ®
> 📧 lstew...@internap.com
> 🌍 www.internap.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] Extension QueChangeonUpdate
Hi all, Have anyone running RT 4.4 dared to use this extension? If so does it work with the installation script on RT 4.4.X? Looks like last updated at 2014. https://rt-wiki.bestpractical.com/wiki/Extension_-_Queue_Change_On_Update Or perhaps someone has a way to achieve the same with different means? :) Regards, Joel - 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] RT warning message regarding Custom Field
On 27.10.2016 14:17, Klaus Conrad wrote: > Hi, > > after upgrading to RT 4.4.1 I'm facing the following issue: > > When updating a Ticket in a certain queue (before submitting, opening > the update page is sufficient), RT logs the following warning message: > >> [23016] [Thu Oct 27 12:11:24 2016] [warning]: Couldn't load object >> RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3107) Sorry, the file contained some debug code; the error is actually raised in line 3104. Also, I found the following patch for RT 4.0.12: http://lists.bestpractical.com/pipermail/rt-commit/2013-May/024391.html Is that a known issue? It didn't occur for me in RT 4.0.7 (Debian Package), which is the Version I was using before upgrading to 4.4.1. Thanks again, Klaus - 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] RT warning message regarding Custom Field
Hi, after upgrading to RT 4.4.1 I'm facing the following issue: When updating a Ticket in a certain queue (before submitting, opening the update page is sufficient), RT logs the following warning message: > [23016] [Thu Oct 27 12:11:24 2016] [warning]: Couldn't load object > RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3107) Using the source code, I was able to track this issue down to be related to a Custom Field that is set up as follows: Name: IP Address Type: Enter one IP address Applies to: Ticket Transactions Entry Hint: Enter one IP Address the other fields are empty. If I disable this custom field for the queue it is enabled for, the warning message disappears. Does anybody have an idea what could be going on here? Cheers, Klaus - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
