[rt-users] URL display of "&" within ticket display

[Scott Aber]

When I paste certain URL's into a request tracker message that contain "&", 
"amp;" is added within the URL after the save and the URL breaks when clicking 
on it from within the ticket display. The outgoing mail that is sent doesn't 
include the added "amp;" and the URL is sent fine. This is occurring in RT 
4.4.0. Any ideas?

Re: [rt-users] Assets Advanced Search

[Matt Zagrabelny]

Which version of RT are you using?

-m

On Sun, Feb 12, 2017 at 4:09 PM, Chris McClement  wrote:
> Is there a way of "advanced searching" assets? For example, I'd like to
> search for all assets where status != "EOL" etc. When searching tickets
> there's always an advanced tab where I can manually edit the search string
> but I'm unable to find this with assets.

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

[Cena, Stephen (ext. 300)]

Let me try to explain a little better how we're set up:

We have 3 departments: Service A, Service B and Service C. The model the 
departments opted for was a 'dispatch' queue for all incoming tickets, and then 
the tickets get transferred to a work queue.
Service A has 2 dispatch queues and 1 work queue.
Service B has 3 dispatches queues and 8 work queues
Service C has 1 dispatch queue and 1 work queue.

The mandate from management is they want anyone with an active account inside 
RT to be able to view any ticket in any queue. So my "Employee" group has to 
include the members of Service A B and C which is causing the problem.

What I'm trying to do is create either dashboards or stock RT At A Glance per 
user so 95% of the time they only can see the things they can "work" on.

Does that help or have I muddied it more?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: 
hd-gene...@qvii.com
To report email issues: postmas...@qvii.com

From: Thomas Bätzler [mailto:t.baetz...@bringe.com]
Sent: Monday, February 13, 2017 11:27 AM
To: Cena, Stephen (ext. 300) ; 
'rt-users@lists.bestpractical.com' 
Subject: AW: Pre-configure users "RT At A Glance" with specific elements - 
Default Dashboards?

If all your users are seeing all of your queues "you're doing it wrong" ;-)

Re: [rt-users] writing extensions for an old version

[Martin Wheldon]

Hi,

If you look in the Makefile.PL you will find somethink like this

requires_rt '4.0.0';

modify as required.

Can I suggest that you upgrade as v3.8 reached end of life in 2014.

Best Regards

Martin

On 2017-02-13 17:02, Vinicius Fagundes wrote:

Hi,

I'm starting to learn RT development. And I was designated to create a
RT extension, but our RT version is too old (3.8). I couldn't find any
documentation about how to do it for this version.

I tried follow the current documentation but when I tried to run:

perl Makefile.PL

I got this error:

 Error: This extension requires RT 4.0.0. Your installed version
of RT (3.8.8) is too old.

Is it possible write and run a Extension for this version? If so, how
can I achieve that.

Vinícius _Fagundes_

[rt-users] writing extensions for an old version

[Vinicius Fagundes]

Hi,

I'm starting to learn RT development. And I was designated to create a RT
extension, but our RT version is too old (3.8). I couldn't find any
documentation about how to do it for this version.

I tried follow the current documentation but when I tried to run:

perl Makefile.PL

I got this error:

 Error: This extension requires RT 4.0.0. Your installed version
of RT (3.8.8) is too old.


Is it possible write and run a Extension for this version? If so, how can I
achieve that.



Vinícius *Fagundes*

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

[Thomas Bätzler]

Hey Stephen,

 

*  We have an instance of RT that is shared across three departments.  Each
department only needs to be able to see specific queues. Due to the way
permissions work in RT, all the queues are visible. My idea to fix the
“display” problem is to rewrite some of the widgets to only include the
desired

*   queues (ex: 10 unonwned now is 10 tickets unowned in queues I should
see). Is there a way that I can pre-populate my users “RT At A Glance” with
specific elements that are germane to the specific user? (Dept A user gets
widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and

*   somehow instruct RT to use them as the “home screen”?

 

If all your users are seeing all of your queues “you’re doing it wrong” ;-)

 

It’s been a while since I set this up for our site, but assuming that you
have your users properly assigned to departmental groups, you can give the
“view queue” privilege per queue to whichever group needs to see that queue
in “admin queue” => “group rights”. Then make sure that the system
groups/roles don’t have that privilege. Be prepared to logout/login
frequently while you figure this out ;-)

 

A basic setup might look something like this:

 

System rights:

Everyone: comment, create, reply to tickets (nothing else).
This is needed so that Fred Customer can create a ticket via email without
being set up in RT.

Privileged/Unprivileged: nothing – it’s already covered  by
“everyone”.

 

Roles:

Nothing allowed per Role – we do this via user groups

 

User Groups:

dept/customer: View Queue, Summaries

admins: View Queue, lots of privileges

 

… but it really depends on what you’re trying to do. We’re an IT shop so we
have at least one queue per customer, and the guys who work with me have the
rights (if not the inclination ;-)) to do most anything. When you share RT
across multiple departments your requirements might force you to be a bit
more restrictive when giving out privileges. Just remember that RT might
cache permissions for the duration of a session.

 

MfG,

Thomas Bätzler

-- 

BRINGE Informationstechnik GmbH

Zur Seeplatte 12

D-76228 Karlsruhe

Germany

 

Fon: +49 721 94246-0

Fon: +49 171 5438457

Fax: +49 721 94246-66

Web: http://www.bringe.de/

 

Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe

Ust.Id: DE812936645, HRB 108943 Mannheim



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Description: S/MIME cryptographic signature

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

[Cena, Stephen (ext. 300)]

Ken - Correct, but there's one thing I left out that might clear this up:

The company wants to make the RT installation "read only" to all corporate 
employees. This is where the "See everything" issue comes into play. Also, the 
way our tickets can move between queues causes extra 'visibility' as well.

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com


Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only 
members of that group can see/work on tickets in their queue. They do not see 
any other qeueus. I think you just need to look at your current ACLs more 
closely.

Regards,
Ken

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

[Kenneth Marshall]

On Mon, Feb 13, 2017 at 03:53:41PM +, Cena, Stephen (ext. 300) wrote:
> We have an instance of RT that is shared across three departments.  Each 
> department only needs to be able to see specific queues. Due to the way 
> permissions work in RT, all the queues are visible. My idea to fix the 
> "display" problem is to rewrite some of the widgets to only include the 
> desired queues (ex: 10 unonwned now is 10 tickets unowned in queues I should 
> see). Is there a way that I can pre-populate my users "RT At A Glance" with 
> specific elements that are germane to the specific user? (Dept A user gets 
> widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and 
> somehow instruct RT to use them as the "home screen"?
> 
> Thanks!

Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only
members of that group can see/work on tickets in their queue. They do not see
any other qeueus. I think you just need to look at your current ACLs more
closely.

Regards,
Ken

[rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

[Cena, Stephen (ext. 300)]

We have an instance of RT that is shared across three departments.  Each 
department only needs to be able to see specific queues. Due to the way 
permissions work in RT, all the queues are visible. My idea to fix the 
"display" problem is to rewrite some of the widgets to only include the desired 
queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is 
there a way that I can pre-populate my users "RT At A Glance" with specific 
elements that are germane to the specific user? (Dept A user gets widgets A-J, 
Dept B gets A-D,K, etc) or can I create custom Dashboards and somehow instruct 
RT to use them as the "home screen"?

Thanks!

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: 
hd-gene...@qvii.com
To report email issues: postmas...@qvii.com

[rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

[Daniel Rauer]

Hello everyone.

Currently we are quite stuck on enabling ticket escalations based on
SLA. The problem is that none of the escalation we tried seems to work:
either the crontool throws errors or does basically nothing.

What we did so far:
- Upgrade to 4.4.1 and made sure all database migrations pass
- Defined a basic ServiceAgreements section (code found later in this email)
- Used an existing, working queue to enable "SLA Enabled"
- Set the default value for "Final Priority" of this queue to "99"
- Set the default value for "Priority" of this queue to "0"
- Created some test tickets (via web and via email) in this queue.
"Starts" and "Due" are correctly set according to the defined
ServiceAgreements.

The queue we currently use for our tests is called "Test-Queue", and
there is currently one ticket in it having "Starts" and "Due" set, the
ID is #78735.

I would appreciate if anyone has ideas on what is wrong with our setup,
or could provide a working configuration!


Here are our ServiceAgreements (just for testing so far) and some of the
rt-crontool calls and their returns we tried so far:

Set( %ServiceAgreements, (
Default => 'standard',
Levels => {
'standard' => {
Starts => { RealMinutes => 0 },
Resolve => { RealMinutes => 10 },
},
'urgent' => {
Starts => { RealMinutes => 0 },
Resolve => { RealMinutes => 5 },
},
},
));


# bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg
"Test-Queue" -action RT::Action::EscalatePriority --verbose --log info
78735:
Processing without transaction, some conditions and actions may fail.
Consider using --transaction argument


# bin/rt-crontool --search RT::Search::FromSQL --search-arg
"(Status='new' OR Status='open') AND FinalPriority > 0 AND Due > 'Jan 1,
1970'" --action RT::Action::EscalatePriority --action-arg
"RecordTransaction: 1, UpdateLastUpdated: 1" --verbose --log info
[11753] [Mon Feb 13 13:48:02 2017] [notice]: Passed a unix time less
than 0, forcing to 0: [-3600] (/opt/rt4/bin/../lib/RT/Date.pm:619)
78735:
Processing without transaction, some conditions and actions may fail.
Consider using --transaction argument


# bin/rt-crontool --search RT::Search::FromSQL --search-arg
"(Status='new' OR Status='open' OR Status = 'stalled')" --action
RT::Action::LinearEscalate --action-arg "RecordTransaction: 1"
[11875] [Mon Feb 13 13:53:02 2017] [notice]: Passed a unix time less
than 0, forcing to 0: [-1] (/opt/rt4/bin/../lib/RT/Date.pm:619)


# bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg
\"Test-Queue\" -action RT::Action::LinearEscalate
[11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value
$args{"VALUE"} in join or string at /opt/rt4/bin/../lib/RT/Tickets.pm
line 1536. (/opt/rt4/bin/../lib/RT/Tickets.pm:1536)
[11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value
$value in substitution (s///) at /opt/rt4/bin/../lib/RT/Tickets.pm line
2805. (/opt/rt4/bin/../lib/RT/Tickets.pm:2805)

(this one is really strange, as this ticket #11893 was resolved 5 years
ago and in another queue, it should not get found by ActiveTicketsInQueue)


# bin/rt-crontool --search RT::Search::FromSQL --search-arg 'Status =
"open" or Status = "new"' --action RT::Action::LinearEscalate
--action-arg "UpdateLastUpdated: 0" --verbose --log info
78735:
Processing without transaction, some conditions and actions may fail.
Consider using --transaction argument
Action prepared...
Action committed.


# bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
--search-arg Test-Queue --action RT::Action::EscalatePriority --verbose
78735:
Processing without transaction, some conditions and actions may fail.
Consider using --transaction argument


# bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
--search-arg Test-Queue --condition RT::Condition::Overdue --action
RT::Action::SetPriority --action-arg 99 --verbose
78735:
Processing without transaction, some conditions and actions may fail.
Consider using --transaction argument



Kind regards,
Daniel Rauer

Re: [rt-users] Move tickets to queue but don't allow ticket creation

[Jeff Voskamp]

On 12/02/17 07:57 AM, Keith Edmunds wrote:

We have a "Triage" queue and a number of problem-type queues. Ideally,
we'd like to allow tickets to only be created in the Triage queue and
then be moved to the appropriate problem queue, but it appears that we need
the "Create Ticket" permission on a queue to move tickets to it.

Is there any way of achieving what we want?

Thanks,
Keith


I'm assuming that you have specific people who process the triage queue. 
Put them in a Triage group.


Give everyone the right to create tickets in Triage.

Triage people have the right to create tickets in the problem queues.

Requestors can SeeTicket, Reply, (SeeQueue?) and other standard stuff 
everywhere.


This should funnel all the requests as long as you can make sure the 
Triage people follow the rules. :-)



Jeff

Re: [rt-users] RT mailgate

[Thomas Bätzler]

Lorraine Johnson wrote:



*  I noticed that mails sent outside rt are not being delivered in the system. 
I think my RT- mailgate is not working.  Autopreply messages are also not being 
received.

*   

*  Kindly help if you have an  idea.

*   

*  thank you

 

You’ve got the function of rt-mailgate backwards – it’s only responsible for 
delivering mail to RT; not for sending it. There are many possible causes why 
mails supposedly sent by RT are not reaching their intended recipients.

 

Are you using the local mail system of the box you’re running RT on to deliver 
outgoing mail? If so, start by verifying that it is working as intended by 
sending mail from the command line. Check the local mail logs to see whether 
your mails are getting rejected. If your primary mail hub is on a different 
system and you’re using its mail domain, make sure that you’re not getting 
rejections because your RT box is not  listed as a trusted sender in your 
domain’s SPF policy.

 

 

MfG,

Thomas Bätzler

-- 

BRINGE Informationstechnik GmbH

Zur Seeplatte 12

D-76228 Karlsruhe

Germany

 

Fon: +49 721 94246-0

Fon: +49 171 5438457

Fax: +49 721 94246-66

Web: http://www.bringe.de/

 

Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe

Ust.Id: DE812936645, HRB 108943 Mannheim



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Description: S/MIME cryptographic signature

[rt-users] RT mailgate

[Lorraine Johnson]

Goodmorning all,

I noticed that mails sent outside rt are not being delivered in the system.
I think my RT- mailgate is not working.  Autopreply messages are also not
being received.

Kindly help if you have an  idea.

thank you