Re: [rt-users] help

[Gary Greene]

The system is all in Perl, so this should be do-able by modifying the code in 
the various templates in $PREFIX/html. I would also strongly recommend that if 
you do changes, a) first do them on a test box to validate that it works as 
expected, b) don’t modify the files directly, but rather copy them to your 
overrides directory (in my case $PREFIX/local/html) to ensure that upgrades in 
the future are smoother.

If you or your staff aren’t comfortable in Perl, you can always reach out to 
Best Practical to make the changes for your site, which would likely have a 
higher chance of making it into the next release, ensuring that this feature 
stays in RT in versions to come.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Jul 7, 2016, at 5:44 AM, it_st...@telenet.be wrote:
> 
> this would be something awsome!
> 
> From: "Nagraj Arya" 
> To: rt-users@lists.bestpractical.com
> Sent: Tuesday, July 5, 2016 6:55:39 PM
> Subject: Re: [rt-users] help
> 
> Can Anyone Help?
> 
> 
> From: rt-devel [mailto:rt-devel-boun...@lists.bestpractical.com] On Behalf Of 
> Nagraj Arya
> Sent: Thursday, June 30, 2016 8:01 AM
> To: rt-de...@lists.bestpractical.com; rt-users@lists.bestpractical.com
> Subject: [rt-devel] help
> 
> Hi,
> I am new to RT so your help is really appreciated.
> We are trying to see if we can create a dashboard and add a field which shows 
> all the attachments for that ticket in the dashboard itself
> 
> Instead of going to the ticket details and  seeing the attachments.
> 
> 
> 
> 
> Is it possible, can you please guide me to achieve it..
> 
> //BR
> Nagraj Arya
> 
> -
> 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



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Re: [rt-users] Alternative GUIs for RT?

[Gary Greene]

Wow! This is nice looking and much more functional for average users. Is this 
still based off RT3 code, or have you based it off the 4.x series? Also, are 
there any plans to make your changes available for public consumption?

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 31, 2016, at 8:44 AM, akos.to...@docca.hu wrote:
> 
> Hi Vegard,
> 
> We had a plan for a similar goal: 
> http://lists.bestpractical.com/pipermail/rt-users/2014-March/083068.html 
> 
> 
> We had and have not enough knowledge to use the new REST interface, so we 
> couldn't reach the original goal, but we made a lot of small ajax 
> implementations:
> 
> - we have a Results.html with all the fields is editable in the ticket list, 
> so the user could modify all the data (the columns) without 
> clicking-getting-diving into the ticket, and diving deeper into the 
> particular sub-page or jumbo (basics, dates, etc).
> 
> ​
> - a TicketSimple.html, just the necessary data
> 
> - we've changed the Ticket.html header, almost every field (custum and 
> default) field is ajax editable, no need to move to jumbo or so. Like this:
> 
> ​
> 
> 
> 
> These are running on RT3.8, some of them on 4.2, we don't know yet how those 
> work on 4.4.
> 
> We don't know if our coding style and quality is okay for RT or not, and we 
> are not familiar how to share this plugins on github or so. So we use these 
> in house, but we could give you access to our test system, you can try it, 
> and if you find useful we could send you the code for 3.8 (and the 4.2 as 
> well but it is not in everyday use).
> 
> Bests,
> 
> Ákos
> 
> On Thu, Mar 10, 2016 at 2:36 PM, Vegard Vesterheim 
> mailto:vegard.vesterh...@uninett.no>> wrote:
> Some of our users find the RT web gui complex, and also ineffective for
> some use-cases. I have been tasked to investigate alternative GUIs
> for RT.
> 
> The "criticism" relates to the fact that some fields are irrelevant for
> some users and should be possible to suppress, and also that the default
> ticket display does not allow editing the fields directly. We are
> considering creating a new ticket display page which combines the
> contents from Basics (Ticket/Modify.html) and History
> (Ticket/History.html). This is fairly easy to implement, I guess. Maybe
> one could even add a user preference for default ticket display page.
> 
> BTW, I am aware of the Jumbo option, and I also know that the latest
> version (4.4) can suppress display of unused fields. The mobile UI is
> also a possible solution to the complexity concern.
> 
> My questions to the list, however, are of a more general nature:
> 
>   Has anyone considered/implemented/used any alternative GUIs for
>   manipulating RT tickets?
> 
> --
> - Vegard V -
> -
> RT 4.4 and RTIR Training Sessions 
> (http://bestpractical.com/services/training.html 
> )
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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Re: [rt-users] RT 4.2.12 upgrade not sending email out....

[Gary Greene]

After doing some digging, it appears the issue was due to the queue’s scrips 
being disabled on the upgrade. After re-enabling them, the issue is resolved.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 29, 2016, at 3:35 PM, Gary Greene  wrote:
> 
> After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. 
> It accepts them in, but we don’t get any acknowledgement emails, nor 
> correspondences.
> 
> I need a way to debug this to pin-point the issue, thanks.
> 
> --
> Gary L. Greene, Jr.
> Sr. Systems Administrator
> IT Operations
> Minerva Networks, Inc.
> Cell: +1 (650) 704-6633
> 
> 
> 
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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[rt-users] RT 4.2.12 upgrade not sending email out....

[Gary Greene]

After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. It 
accepts them in, but we don’t get any acknowledgement emails, nor 
correspondences.

I need a way to debug this to pin-point the issue, thanks.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633






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[rt-users] New version of the rt-reminders.pl utility

[Gary Greene]

I’ve updated the rt-reminders.pl utility available on the wiki to work with the 
RT 4.2 api. This version will likely be the last to use in-code configuration 
variables, as I’ll likely be moving this to use an INI-like file in the RT 
system configuration directory (typically /etc/request-tracker on openSUSE) in 
the future.

The new version is here: http://requesttracker.wikia.com/wiki/RtReminderMails

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633






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[rt-users] Debugging RT code....

[Gary Greene]

I’m working on updating the rt-reminders.pl to work with the newer API, and I’m 
getting the following error when running it from command-line:

rt:~/bin # /root/bin/rt-reminders.pl -r
Can't call method "warn" on an undefined value at 
/usr/lib/perl5/vendor_perl/5.20.1/RT.pm line 954.

We’re running RT 4.2.12 on openSUSE 13.2. Any ideas would be helpful. Thanks.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633






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[rt-users] Cannot get RT-Extension-MobileUI and RT-Authen-ExternalAuth to play nice....

[Gary Greene]

Currently, I'm using RT version 3.8.10 (yes, I know it is old; we're not ready 
to upgrade to the 4 series yet with the customizations we've done to rt3...) 
and have installed version 1.03 of RT::Extension::MobileUI and version 0.09 of 
RT::Authen::ExternalAuth in use. The configuration we're using has the 
authentication only coming from the AD LDAP environment we have.

When attempting to login to the mobile UI, it complains that a user doesn't 
exist, tries to fall back to SSO, fails (which it should, as we've not setup 
SSO yet here), and then kicks you right back to the login UI.

Any help would be appreciated in getting this resolved. Thanks.

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] RT & MariaDB support

[Gary Greene]

I don't see why it wouldn't work, as MariaDB is supposed to be a drop-in 
replacement for MySQL. You might not be able to use one of the newer storage 
engines, but it should just work, no different than with MySQL.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633


From: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] on behalf of Cena, Stephen (ext. 
300) [s...@qvii.com]
Sent: Wednesday, April 03, 2013 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT & MariaDB support

I'm currently running RT 4.0.10 and couldn't be happier. However, it's database 
is currently housed on a shared, underpowered Windows XP system & I'll looking 
to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 
right now & would be moving to 5.5) and have begun looking at MariaDB. Has 
anyone tried using MariaDB with RT? Is it supported? Issues? Is there an 
alternate database I should be using?

Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/4/11 2:58 PM, "Gary Greene"  wrote:
> On 10/4/11 2:51 PM, "Kevin Falcone"  wrote:
>> On Mon, Oct 03, 2011 at 10:35:47AM -0700, Gary Greene wrote:
>>> On 10/3/11 7:11 AM, "Kevin Falcone"  wrote:
>>>> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
>>>>> I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
>>>>> when I attempt to login via the Web UI on my iPhone with an External
>>>>> account, it will not authenticate me against my AD user.
>>>>> 
>>>>> Is this a known issue with the Mobile UI extension? If not, is there
>>>>> anything special I need to do to get auth working for it? (I can login
>>>>> just
>>>>> fine with ExternalAuth and the normal browser UI.)
>>>> 
>>>> You haven't provided versions for RT, RT-Authen-ExternalAuth or
>>>> RT-Extension-MobileUI.
>>>> 
>>>> -kevin
>>> 
>>> RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01
>> 
>> I can't replicate with 3.8-trunk and the git versions of those
>> modules (neither of which contain any fixes that look relevant).
>> 
>> You're going to need to turn up the debugging logs and see what is
>> going on.
>> 
>> -kevin
> 
> OK. I'll do so and see what comes out.

With the file log entry, rt.log set to debug output level, I get the
following output when attempting to login from my iPhone using my account:

[Tue Oct  4 22:00:34 2011] [warning]: Use of uninitialized value in lc at
/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914,
 line 522. 
(/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914)
[Tue Oct  4 22:00:34 2011] [debug]: Attempting to use external auth service:
My_LDAP 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:64)
[Tue Oct  4 22:00:34 2011] [debug]: SSO Failed and no user to test with.
Nexting 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:92)
[Tue Oct  4 22:00:34 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut
h:11)
[Tue Oct  4 22:00:34 2011] [debug]: Attempting to use external auth service:
My_LDAP 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:64)
[Tue Oct  4 22:00:34 2011] [debug]: SSO Failed and no user to test with.
Nexting 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:92)
[Tue Oct  4 22:00:34 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut
h:11)
[Tue Oct  4 22:00:34 2011] [warning]: Use of uninitialized value in lc at
/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914,
 line 522. 
(/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914)
[Tue Oct  4 22:00:34 2011] [debug]: Attempting to use external auth service:
My_LDAP 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:64)
[Tue Oct  4 22:00:34 2011] [debug]: SSO Failed and no user to test with.
Nexting 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:92)
[Tue Oct  4 22:00:34 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut
h:11)
[Tue Oct  4 22:00:35 2011] [warning]: Use of uninitialized value in lc at
/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 914,
 line 522. 
(/usr/lib/perl5/vendor_perl/5.12.3/HTML/Mason/ApacheHandler.pm:914)
[Tue Oct  4 22:00:35 2011] [debug]: Attempting to use external auth service:
My_LDAP 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:64)
[Tue Oct  4 22:00:35 2011] [debug]: SSO Failed and no user to test with.
Nexting 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:92)
[Tue Oct  4 22:00:35 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut
h:11)
[Tue Oct  4 22:00:35 2011] [debug]: Attempting to use external auth service:
My_LDAP 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:64)
[Tue Oct  4 22:00:35 2011] [debug]: SSO Failed and no user to test with.
Nexting 
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Exter
nalAuth.pm:92)
[Tue Oct  4 22:00:35 2011] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/srv/www/htdocs/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAut
h:11)
[Tue Oct  4 2

Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/4/11 2:51 PM, "Kevin Falcone"  wrote:
> On Mon, Oct 03, 2011 at 10:35:47AM -0700, Gary Greene wrote:
>> On 10/3/11 7:11 AM, "Kevin Falcone"  wrote:
>>> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
>>>> I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
>>>> when I attempt to login via the Web UI on my iPhone with an External
>>>> account, it will not authenticate me against my AD user.
>>>> 
>>>> Is this a known issue with the Mobile UI extension? If not, is there
>>>> anything special I need to do to get auth working for it? (I can login just
>>>> fine with ExternalAuth and the normal browser UI.)
>>> 
>>> You haven't provided versions for RT, RT-Authen-ExternalAuth or
>>> RT-Extension-MobileUI.
>>> 
>>> -kevin
>> 
>> RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01
> 
> I can't replicate with 3.8-trunk and the git versions of those
> modules (neither of which contain any fixes that look relevant).
> 
> You're going to need to turn up the debugging logs and see what is
> going on.
> 
> -kevin

OK. I'll do so and see what comes out.

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633


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*  Washington DC, USA — October 31 & November 1, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/3/11 10:35 AM, "Gary Greene"  wrote:
> On 10/3/11 7:11 AM, "Kevin Falcone"  wrote:
>> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
>>> I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
>>> when I attempt to login via the Web UI on my iPhone with an External
>>> account, it will not authenticate me against my AD user.
>>> 
>>> Is this a known issue with the Mobile UI extension? If not, is there
>>> anything special I need to do to get auth working for it? (I can login just
>>> fine with ExternalAuth and the normal browser UI.)
>> 
>> You haven't provided versions for RT, RT-Authen-ExternalAuth or
>> RT-Extension-MobileUI.
>> 
>> -kevin
> 
> RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01

Am I the only one running into this issue?

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633


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Re: [rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

On 10/3/11 7:11 AM, "Kevin Falcone"  wrote:
> On Fri, Sep 30, 2011 at 02:10:46PM -0700, Gary Greene wrote:
>> I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
>> when I attempt to login via the Web UI on my iPhone with an External
>> account, it will not authenticate me against my AD user.
>> 
>> Is this a known issue with the Mobile UI extension? If not, is there
>> anything special I need to do to get auth working for it? (I can login just
>> fine with ExternalAuth and the normal browser UI.)
> 
> You haven't provided versions for RT, RT-Authen-ExternalAuth or
> RT-Extension-MobileUI.
> 
> -kevin

RT 3.8.10, RT-Authen-ExternalAuth 0.09, RT-Extension-MobileUI 1.01

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633


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[rt-users] Cannot login with external auth user via mobile web UI

[Gary Greene]

I¹ve both Authen::ExternalAuth and Extension::MobileUI installed, however,
when I attempt to login via the Web UI on my iPhone with an External
account, it will not authenticate me against my AD user.

Is this a known issue with the Mobile UI extension? If not, is there
anything special I need to do to get auth working for it? (I can login just
fine with ExternalAuth and the normal browser UI.)

-- 
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations, Minerva Networks Inc.
Cell: (650) 704-6633



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*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Extension for hiding reply text....

[Gary Greene]

This was discussed recently, however I cannot seem to find the extension for
RT 3.8 for this Can anyone please point me to the source for this?
Thanks.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Which template contains the sidebar links....

[Gary Greene]

Thanks for the pointer on this :)


On 22/2/11 8:52 AM, "Emmanuel Lacour"  wrote:

> On Tue, Feb 15, 2011 at 02:40:08PM -0800, Gary Greene wrote:
>> I'd like to add the two queues we have into the sidebar of the RT interface.
>> I'm trying to find which files are used to build these out. Any pointers as
>> to where to look for this would be useful. Thanks.
>> 
> 
>  share/html/Elements/Tabs
> 
> you can add more links by writing something like this in the following
> file (callback):
> 
> local/html/Callbacks/MyCallbacks/Elements/Tabs/Default
> 
> snip
> <%init>
> $toptabs->{'Q'} = { title => loc('Queue1'),
> path => '/index.html?q=Queue1',
>   };
> 
> <%args>
> $topactions => undef
> $toptabs => undef
> 
> snip
> 
> 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

[rt-users] Which template contains the sidebar links....

[Gary Greene]

I'd like to add the two queues we have into the sidebar of the RT interface.
I'm trying to find which files are used to build these out. Any pointers as
to where to look for this would be useful. Thanks.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Help on discouraging migration to Remedy

[Gary Greene]

As someone whom has had the displeasure of working on the upgrade/migration
of previous versions of Remedy at a previous employer, I can say that they
don¹t support UNIX worth squat. We tried to get Remedy working on a newer
RHEL than RHEL 2.1 and just could not get it to work. In the end we had to
install Remedy on top of Windows Server 2003.


On 12/1/11 12:19 PM, "Matthew Hattersley" 
wrote:

>  
> It¹s either that or implement Remedy with extreme lacklustre and clap slowly
> when one of the bosses complains that Œx¹ feature is missing.
> 
> Kind Regards,
> 
> 
> 
> Matthew Hattersley
> 
> Email: matthew.hatters...@vaioni.com
> 
> Mobile:
> 
>  
> 
> Address: 14 Leslie Hough Way
> 
> Manchester
> 
> Lancashire
> 
>  M6 6AJ
> 
>  
> 
> Tel:   0870-160-0650 Ext 201
> 
> Fax:   0870-160-0651
> 
> Web:  www.vaioni.com 
> 
>  
> 
>  
> 
> The information transmitted in and with this email is intended only for the
> person or entity to which it is addressed and may contain confidential and/or
> privileged material.
> 
>  
> 
> Statements and opinions expressed in this e-mail may not represent those of
> the Company. Any review, retransmission, dissemination or other use of, or
> taking of any action in reliance upon, this information by persons or entities
> other than the intended recipient is prohibited. If you received this in
> error, please contact the sender immediately and delete the material from any
> computer. 
> 
>  
> 
> Please also note, Vaioni filter incoming email for spam and inappropriate
> words. Unfortunately this does mean that sometimes genuine messages can be
> filtered out. Although we take measures to recover such messages, it must not
> be assumed that an email has been received by us and important communications
> should always be followed up by a phone call, fax or printed copy.
> 
>  
> 
> 
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Josh Narins
> Sent: 12 January 2011 20:13
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Help on discouraging migration to Remedy
>  
> Another couple things, Remedy is propriety and inflexible, RT is infinitely
> malleable.
>  
> And Remedy works well withŠ wait for itŠ ClearCase! RT with subversion. You
> didn't mention which you were using.
>  
> Then buy some books on Remedy, put them in a stack, and say "Well, who do I
> bill for the time to read these?"
>  
> Generally, however, if management is set on doing something, you have to make
> them think it was their idea not to, right? Judo.
>  
>  
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com 
> 
> 
> 
>  
> 
> 
> SeniorBridge Statement of Confidentiality: The contents of this email message
> are intended for the exclusive use of the addressee(s) and may contain
> confidential or privileged information. Any dissemination, distribution or
> copying of this email by an unintended or mistaken recipient is strictly
> prohibited. In said event, kindly reply to the sender and destroy all entries
> of this message and any attachments from your system. Thank you.
> 
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
> Sent: Wednesday, January 12, 2011 3:08 PM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Help on discouraging migration to Remedy
>  
> Guadagnino,
> 
> Wouldn't it be better to provide a list of their requirements and show how, by
> its flexible design, RT meets those requirements better than Request?
> 
> Kenn
> LBNL
> 
> On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano
>  wrote:
> 
> Hi all,
> unfortunately it seems my bosses are determined to migrate away from RT to
> Remedy.
> I am equally determined to show them they took the wrong decision.
> Let alone the obvious argument that RT is free, could you help me gather
> documentation on companies (best if BIG companies) migrating AWAY from Remedy?
> It does not matter if they are migrating to RT, though it would abviously be
> better.
>  
> I did my homework and already sent some evidence, but there may be more
> publically redistributable documents that are not available on the web.
>  
> Thank you in advance.
>  
> Bye
> Cris
>  
>  
> 
> 
> -- 
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Cell:   (650) 704-6633
> Office: (408) 240-1239
> 

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

[Gary Greene]

I've been working on one for SuSE on the wiki. I'm still a little behind on
getting it all done.


On 13/12/10 4:14 PM, "John Arends"  wrote:

> 
> On Dec 13, 2010, at 6:06 PM, Gary Greene wrote:
> 
>> On 13/12/10 9:43 AM, "John Arends"  wrote:
>>> CPAN makes me cranky, but trying to package all the perl modules as RPMs
>>> makes me crankier. It's like wrapping one packaging system around
>>> another one, and fighting with both of them.
>>> 
>> 
>> This is why I use cpan2rpm every time.
>> 
>>> The reality is, every time RHEL updates perl, RT will break. I solve
>>> this by having an identical test system. I apply the updates, see what
>>> breaks, and then reinstall the perl modules in question using CPAN.
>> 
>> This ALSO can be avoided, if you know how to package your cpan2rpm packages
>> in site instead of vendor locations. This allows that NONE of the issues
>> that are endemic of RHEL's busted Perl packaging to cause long term
>> headaches for me.
> 
> 
> Do you know of a guide that explains how to do this?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

[Gary Greene]

On 13/12/10 9:43 AM, "John Arends"  wrote:
> CPAN makes me cranky, but trying to package all the perl modules as RPMs
> makes me crankier. It's like wrapping one packaging system around
> another one, and fighting with both of them.
> 

This is why I use cpan2rpm every time.

> The reality is, every time RHEL updates perl, RT will break. I solve
> this by having an identical test system. I apply the updates, see what
> breaks, and then reinstall the perl modules in question using CPAN.

This ALSO can be avoided, if you know how to package your cpan2rpm packages
in site instead of vendor locations. This allows that NONE of the issues
that are endemic of RHEL's busted Perl packaging to cause long term
headaches for me.
 
> Once I figure this out, I do the same process on the production RT
> system during a maintenance window. It actually works out pretty well
> now that I am used to this, but it is less than ideal.
> 
> RHEL is a major platform, and I'd love it if BestPractical supported it
> in some official way so we don't have these kinds of problems we have to
> work around.
> 
> Still, I love RT and praise it to anyone who will listen.
> 
> On 12/13/10 11:04 AM, Khusro Jaleel wrote:
>> I'm stuck between a rock and a hard place, then. The Redhat people are
>> telling me to *avoid* CPAN like the plague, and most people [1] seem to
>> have accomplished the install on CentOS systems using a combination of
>> packages + CPAN, which is something else that is NOT recommended to do.
>> 
>> I wish Best Practical did come up with their own packages, especially
>> for Redhat, it would make things so much easier.
>> 
>> [1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
> 
> 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Which files to edit to change how tickets are displayed?

[Gary Greene]

On 8/12/10 8:38 AM, "Jesse Vincent"  wrote:
> On Mon  6.Dec'10 at 17:28:41 -0800, Gary Greene wrote:
>> I'm aiming at hiding the quoted replies in tickets (a la Gmail with the
>> ajax-y collapsible div). Which files would I need to modify?
> 
> We have an extension to do this that we're working to get released.
> (And it's already built in to 4.0)

Thanks, Jesse. When that extension gets released, would it be possible to
have that announced somewhere? This way I don't have to monitor the Git repo
for the changes :)

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

[rt-users] Which files to edit to change how tickets are displayed?

[Gary Greene]

I'm aiming at hiding the quoted replies in tickets (a la Gmail with the
ajax-y collapsible div). Which files would I need to modify?

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] "Can you make it act like a time card system?"

[Gary Greene]

On 6/12/10 1:49 PM, "RAT"  wrote:
> We are nearly finished with a new RT deployment but the request was made to be
> able to print out reports for each user for each day showing hours worked and
> where there are gaps (I know *sigh*).  I didn't see any reports or extensions
> that exactly fit the bill.  Does anyone have any ideas?
> 
> 
> Robert Threet
> http://yesistilluseperl.blogspot.com/
> 
> 
> Moms Asked to Return to School
> Grant Funding May Be Available to Those That Qualify.
> http://thirdpartyoffers.netzero.net/TGL3231/4cfd5aba7930f5ca310st02duc

My best guess would be to use a script that either uses the REST API to get
the info from the DB, or reads directly from the DB to get the ticket work
time and then output a pretty HTML report per user, which is linked off a
roster, or some-such.



-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

[Gary Greene]

Get yourself a copy of cpan2rpm. It simplifies creating the specs from the
ground up greatly.


On 5/11/10 12:49 PM, "Dallas Wisehaupt"  wrote:

> If you search for "rt 3.8 spec file" you will find some spec files that
> do work for fedora and other variants. It wasn't too difficult to take
> one of those and morph it for our custom use.
> 
> Biggest issue I had was taking the time to package up perl dependencies
> as rpms to store in our repo long term. And after a few dot release
> upgrades the work has paid off.
> 
> Dallas
> 
> On Fri, 5 Nov 2010, Todd Chapman wrote:
> 
>> I bet Best Practical would produce RPMs for you if you paid them to.
>> 
>> On Thu, Nov 4, 2010 at 5:01 PM, Wes Modes  wrote:
>>   Dear Boss:
>> 
>>   I strongly recommend going with the 3.6 version of RT.  The install
>> takes a few minutes, and it otherwise meets all the requirements of
>>   our project.  Migration of old queues is simple.  There is cost savings
>> in the near and long-term.
>> 
>>   There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none
>> seem to be forthcoming.  Someday perhaps someone will put one
>>   together, but it doesn't look like anytime soon.
>> 
>>   I CAN do a manual install of RT3.8 using the Best Practical install
>> scripts.  It is not terribly hard.  However, the long-term costs of
>>   this are large.  The install scripts put all the binaries,
>> configuration files, and libraries in the wrong places for RHEL/CentOS, and
>>   working outside the package manager means files could be clobbered at
>> any time.  On the other hand, the rpms for RT3.6 use the package
>>   manager and put all the config files in /etc, all the perl modules in
>> the perl modules dir, and the various tools in /usr/bin and
>>   /usr/sbin.  The non-standard install using the scripts creates
>> recurring costs in the future as the system is significantly more difficult
>>   to update and harder to maintain, like by a factor of 50 (five minutes
>> compared to 4 hours).
>> 
>>   Additionally, the cost of migration of old content from 3.6 to 3.8 is
>> unknown.
>> 
>>   Again, I will install either RT3.6 or RT3.8 but I need you to
>> understand
>>   and acknowledge the costs of the choice.
>> 
>>   Wes
>> 
>> 
>>   Thanks to Gary Greene for the info about his latest centos rpm build.
>> 
>> 
>> 
>> 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

[Gary Greene]

The CentOS version is currently 3.8.1, so they're not really a good fit at
this time. The SuSE ones are 3.8.8. If you're still interested in them, I
can put them on a server outside my office for download (bandwidth at work
is lacking.)

Far as I know, the changes in /etc are marked config noreplace, however,
changing them to config save is fairly easy in the srpm.


On 3/11/10 5:24 PM, "Wes Modes"  wrote:

> That is nice to see that you made a well-crafted rpm that you can be
> proud of.   I wonder what would happen if a later version of RT3 became
> available via EPEL.  Would it nicely replace the files (maybe moving
> stuff to rpmsave's)  or would all hell break loose?
> 
> What RT3 version is your centos rpm build?
> 
> When and where would your centos rpm be available to play with?
> 
> W.
> 
> On 11/3/2010 4:45 PM, Gary Greene wrote:
>> The CentOS ones follow the RH way of directory layout, with the caveat that
>> I chose to put the other modules that normally get pulled in via cpan in the
>> perl5 site_lib hierarchy to assure that a rouge update from rpmforge or
>> upstream CentOS would be able to be installed without odd file conflicts.
>> 
>> The SuSE ones I did slightly differently as I think having the main RT stuff
>> strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib
>> hierarchy as before, but the main HTML/Mason templates/RT only specific
>> modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in
>> /etc/rt and the plugin configuration directory is /etc/rt/local/...
>> 
>> If I were to do over the CentOS ones, I'd likely do the same as I did with
>> SuSE.
>> 
>> On 3/11/10 4:36 PM, "Wes Modes"  wrote:
>> 
>>> I presume that is CentOS5.  That would make me very happy as CentOS RPMs
>>> should work for RHEL.
>>> 
>>> One thing I adore about well-built packages is that things are placed in
>>> the right location for the OS.  For instance, the RT3 rpms put all the
>>> config files in /etc, all the perl modules in the perl modules dir, and
>>> the various tools in /usr/bin and /usr/sbin.
>>> 
>>> Is yours built that way, or does it keep to the Best Practical distro
>>> locations?
>>> 
>>> i guess this means that no one has a solution to the problem I observed
>>> with the rpm bundle I did find, ya?
>>> 
>>> Wes
>>> 
>>> 
>>> On 11/3/2010 11:52 AM, Gary Greene wrote:
>>>> Agreed. This is why I spent a week with cpan2rpm and built packages for
>>>> both
>>>> openSuSE (which we're transitioning to) and CentOS.
>>>> 
>>>> 
>>>> On 3/11/10 11:21 AM, "Wes Modes"  wrote:
>>>> 
>>>>> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS,
>>>>> so I'm guessing yum feels like an inconvenience to you, especially when
>>>>> it seems to be getting in the way of your desired install.
>>>>> 
>>>>> I've been a sysadmin for 20 years and I've never been a fan of the make
>>>>> 'n' break style of system administration.  There is no way I could
>>>>> manage a score of machines, many with subtly different hardware, if I
>>>>> had to build every package the old way.  As it is, I can spend a few
>>>>> hours monthly updating the OS and all installed software on all of our
>>>>> machines, with a simple "yum -y update"
>>>>> 
>>>>> In my opinion, package managers like apt-get and yum are some of the
>>>>> best things to happen to OS in a very long time.  Having installs
>>>>> tracked and managed by package managers keeps complicated OSs and their
>>>>> installed software up-to-date, eases system administration (especially
>>>>> as the server to sysadmin ratio increases), increases scalability,
>>>>> increases sysadmin efficiency, and creates standards for software
>>>>> manufacturers.
>>>>> 
>>>>> If as a conservative sysadmin you prefer to operate well-back from the
>>>>> bleeding edge anyway, the small trade-off in control is a small price to
>>>>> pay.
>>>>> 
>>>>> It is hardly the package manager's fault if a software manufacturer such
>>>>> as Best Practical and its user community fail to create a package for
>>>>> the latest software.  Compare that to software whose RPMs are kept
>>>&g

Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

[Gary Greene]

The CentOS ones follow the RH way of directory layout, with the caveat that
I chose to put the other modules that normally get pulled in via cpan in the
perl5 site_lib hierarchy to assure that a rouge update from rpmforge or
upstream CentOS would be able to be installed without odd file conflicts.

The SuSE ones I did slightly differently as I think having the main RT stuff
strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib
hierarchy as before, but the main HTML/Mason templates/RT only specific
modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in
/etc/rt and the plugin configuration directory is /etc/rt/local/...

If I were to do over the CentOS ones, I'd likely do the same as I did with
SuSE.

On 3/11/10 4:36 PM, "Wes Modes"  wrote:

> I presume that is CentOS5.  That would make me very happy as CentOS RPMs
> should work for RHEL.
> 
> One thing I adore about well-built packages is that things are placed in
> the right location for the OS.  For instance, the RT3 rpms put all the
> config files in /etc, all the perl modules in the perl modules dir, and
> the various tools in /usr/bin and /usr/sbin.
> 
> Is yours built that way, or does it keep to the Best Practical distro
> locations?
> 
> i guess this means that no one has a solution to the problem I observed
> with the rpm bundle I did find, ya?
> 
> Wes
> 
> 
> On 11/3/2010 11:52 AM, Gary Greene wrote:
>> Agreed. This is why I spent a week with cpan2rpm and built packages for both
>> openSuSE (which we're transitioning to) and CentOS.
>> 
>> 
>> On 3/11/10 11:21 AM, "Wes Modes"  wrote:
>> 
>>> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS,
>>> so I'm guessing yum feels like an inconvenience to you, especially when
>>> it seems to be getting in the way of your desired install.
>>> 
>>> I've been a sysadmin for 20 years and I've never been a fan of the make
>>> 'n' break style of system administration.  There is no way I could
>>> manage a score of machines, many with subtly different hardware, if I
>>> had to build every package the old way.  As it is, I can spend a few
>>> hours monthly updating the OS and all installed software on all of our
>>> machines, with a simple "yum -y update"
>>> 
>>> In my opinion, package managers like apt-get and yum are some of the
>>> best things to happen to OS in a very long time.  Having installs
>>> tracked and managed by package managers keeps complicated OSs and their
>>> installed software up-to-date, eases system administration (especially
>>> as the server to sysadmin ratio increases), increases scalability,
>>> increases sysadmin efficiency, and creates standards for software
>>> manufacturers. 
>>> 
>>> If as a conservative sysadmin you prefer to operate well-back from the
>>> bleeding edge anyway, the small trade-off in control is a small price to
>>> pay.
>>> 
>>> It is hardly the package manager's fault if a software manufacturer such
>>> as Best Practical and its user community fail to create a package for
>>> the latest software.  Compare that to software whose RPMs are kept
>>> relatively up-to-date.
>>> 
>>> Wes
>>> 
>>> On 11/2/2010 3:49 PM, Paul wrote:
>>>> On 11/02/2010 02:19 PM, Wes Modes wrote:
>>>>> Hello, I have been struggling with attempts to install RT3.8 via RPMs.
>>>>> 
>>>>> I know it is perfectly possible to install RT3.8 using the BP install
>>>>> scripts and docs, but I'd prefer to do it through yum for system
>>>>> sustainability, ease of updates and upgrades, etc.
>>>> ...
>>>>> If I can't resolve this, I will just forget about RT3.8 and stick with
>>>>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo.
>>>>> 
>>>>> Wes
>>>>> 
>>>> I'm currently going through a RT move from freebsd to rhel5 (long story,
>>>> would rather stay with freebsd but don't have a choice here) and have
>>>> found all kinds of annoying difficulties with yum (or, rather, the
>>>> packages available.) When I realized that I was trying to stick with yum
>>>> for ease of upgrades when yum was preventing me from easily keeping up
>>>> to date, life got a lot easier.
>>>> 
>>>> In the end I just let cpan install what it could and used yum for the
>>>> things that gave me trouble in cpan. Using RT's configure and make
>>>> targets is a lot easier and much more maintainable than having to roll
>>>> my own rpm just to do it the yum way.
>>>> 
>>>> Being stuck with an old version of the software in the name of easy
>>>> upgrades didn't make sense to me.
>>>> 
>>>> Cheers,
>>>> Paul

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

[Gary Greene]

Agreed. This is why I spent a week with cpan2rpm and built packages for both
openSuSE (which we're transitioning to) and CentOS.


On 3/11/10 11:21 AM, "Wes Modes"  wrote:

> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS,
> so I'm guessing yum feels like an inconvenience to you, especially when
> it seems to be getting in the way of your desired install.
> 
> I've been a sysadmin for 20 years and I've never been a fan of the make
> 'n' break style of system administration.  There is no way I could
> manage a score of machines, many with subtly different hardware, if I
> had to build every package the old way.  As it is, I can spend a few
> hours monthly updating the OS and all installed software on all of our
> machines, with a simple "yum -y update"
> 
> In my opinion, package managers like apt-get and yum are some of the
> best things to happen to OS in a very long time.  Having installs
> tracked and managed by package managers keeps complicated OSs and their
> installed software up-to-date, eases system administration (especially
> as the server to sysadmin ratio increases), increases scalability,
> increases sysadmin efficiency, and creates standards for software
> manufacturers. 
> 
> If as a conservative sysadmin you prefer to operate well-back from the
> bleeding edge anyway, the small trade-off in control is a small price to
> pay.
> 
> It is hardly the package manager's fault if a software manufacturer such
> as Best Practical and its user community fail to create a package for
> the latest software.  Compare that to software whose RPMs are kept
> relatively up-to-date.
> 
> Wes
> 
> On 11/2/2010 3:49 PM, Paul wrote:
>> On 11/02/2010 02:19 PM, Wes Modes wrote:
>>> Hello, I have been struggling with attempts to install RT3.8 via RPMs.
>>> 
>>> I know it is perfectly possible to install RT3.8 using the BP install
>>> scripts and docs, but I'd prefer to do it through yum for system
>>> sustainability, ease of updates and upgrades, etc.
>> ...
>>> If I can't resolve this, I will just forget about RT3.8 and stick with
>>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo.
>>> 
>>> Wes
>>> 
>> I'm currently going through a RT move from freebsd to rhel5 (long story,
>> would rather stay with freebsd but don't have a choice here) and have
>> found all kinds of annoying difficulties with yum (or, rather, the
>> packages available.) When I realized that I was trying to stick with yum
>> for ease of upgrades when yum was preventing me from easily keeping up
>> to date, life got a lot easier.
>> 
>> In the end I just let cpan install what it could and used yum for the
>> things that gave me trouble in cpan. Using RT's configure and make
>> targets is a lot easier and much more maintainable than having to roll
>> my own rpm just to do it the yum way.
>> 
>> Being stuck with an old version of the software in the name of easy
>> upgrades didn't make sense to me.
>> 
>> Cheers,
>> Paul

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Use RTFM as Canned Replies

[Gary Greene]

Personally, I patched the code to do it (not too easy as it is spread
throughout the extensions codebase) I can try to generate a diff if
you¹d like in the next day or two...


On 26/10/10 4:09 PM, "Max McGrath"  wrote:

> Thanks Kevin -
> 
> Could you maybe give me a little detail on the custom .po file.  I did find
> this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- but
> wasn't sure how to implement it.   So...I just went to
> /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM
> with FAQ -- but that didn't seem to work.  I still see RTFM on the left hand
> side bar.
> 
> I did figure out the permissions thing already -- I found RTFM had its own set
> of permissions.
> 
> Thanks again!
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgr...@carthage.edu
> 
> 
> On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone 
> wrote:
>> On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote:
>>> >    First, how can I rename RTFM to FAQ (or even Canned replies). My
>>> supervisor isn't a big fan of
>> 
>> Using a custom .po file is probably easiest.
>> 
>>> >    Also, how can I disallow an unprivileged user to search for articles --
>>> since I don't want to
>>> >    use it for articles, I'm looking to use it for canned responses!
>> 
>> Don't grant Unprivileged ShowArticle globally
>> 
>> -kevin
> 
> 

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239

Re: [rt-users] Autocreate ticket when sent an email

[Gary Greene]

On 23/9/10 2:15 PM, "Ashrock"  wrote:
>   Hi,
> 
> This is a quick question whose answer was not clear in the forums.
> May be if someone can answer will help in future for others too.
> 
> RT should autocreate a ticket and send a confirmation to the requestor
> stating that a ticket has been created.
> So, does the requestor should be a member of the group or the queue it
> is sending onto.
> Does it have to connect to LDAP to search if the user exists in the A.D.
> Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these
> users to RT when you just send an email to the respective queue.
> RT cannot bind to LDAP server. I get the below error when i try to bind
> to LDAP using ldapsearch.
> 
> /# ldapsearch -h midcontinent.local -b "dc=midcontinent dc=local"
> ldap_sasl_interactive_bind_s: Can't contact LDAP server (-1)
> 
> So, i am trying to see if the email will autocreate tickets and send a
> autoreply to the requestor.
> I have defined a scrip to Notify on Autocreate to the requestor in the
> group which i intend to send the email.
> 
> Any help will be appreciated.

If it cannot contact the server, that means that it cannot find it in DNS.
Ping that box (though with the TLD .local, you likely won't be able to make
this work anyway, as AD really does work far better when you're using a
valid TLD and DNS domain name)

At this point, this is quickly falling out of scope of RT, and into the
realm of proper AD administration, design, and debugging.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
Office: (408) 240-1239



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RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] External Users are not authenticated

[Gary Greene]

Can you bind to that server using that account using ldapsearch? If so,
verify if you¹re using TLS or GSSAPI for the bind. If that is the case,
you¹ll need to modify your configuration for RT accordingly. If not, then
talk to your LDAP admin to work through the LDAP access first.


On 23/9/10 10:19 AM, "Ashrock"  wrote:

>Do the user and the password need to be of an Administrator ?
>  
>  Now the new error messages says, It Can't Bind, Invalid credentials.
>  
>  On 9/23/2010 11:53 AM, Kevin Falcone wrote:
>>  
>> On Thu, Sep 23, 2010 at 11:48:03AM -0500, Ashrock wrote:
>>  
>>>  
>>>The exact error i get is this in Apache:
>>> [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot
>>> connect to
>>>server.midcontinent.local
>>>
>>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LD
>>> AP.pm:440)
>>> [error]: FAILED LOGIN for rmc from 10.10.10.12
>>> (/opt/rt3/share/html/autohandler:265)
>>> 
>>>Is it a common error ?
>>>I checked previous posts, but could figure out where i have configured
>>> wrong.
>>>  
>>  
>> 
>> Connecting to this server with this username and password is not
>> working.
>> 
>>  
>>>  
>>>  'server' => '10.10.10.10',
>>>  'user' => 'CN=rmc, ou=users, ou=midcontinent, ou=local',
>>>  'pass' => 'temporarypassword',
>>>  
>>  
>> 
>> You need to verify that you can connect to that host with that user
>> and password from the RT host.
>> 
>> -kevin
>>  
>> 
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>  
>  
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 
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IT Operations
Minerva Networks, Inc.
Cell:   (650) 704-6633
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[rt-users] Unclutttering the ticket view.....

[Gary Greene]

While on the IRC channel for RT recently I discussed the want for an option
to collapse the quoted portions of tickets (where you've got user responses
to previous messages, etc) ala Gmail. During that conversation someone said
they thought there was an extension for that.

Doing a search on CPAN has come up with zero hits for the concept, so now, I
turn to the collective community: has anyone seen an extension for this? If
so, could you please point me to the URL for it's source? Thanks.

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Re: [rt-users] Hiding ticket metadata for certain groups

[Gary Greene]

On 8/20/10 10:03 AM, "Kevin Falcone"  wrote:
> On Fri, Aug 20, 2010 at 09:52:25AM -0700, Gary Greene wrote:
>> On 8/20/10 7:19 AM, "Kevin Falcone"  wrote:
>>> On Fri, Aug 20, 2010 at 08:22:36AM +0200, Miha Valencic wrote:
>>>>users _are_ indeed created in the DB, but they were not visible in the
>>>> UI.
>>>> I was already
>>>>prepared to write back that the users are not visible in the UI, when I
>>>> tried searching for a
>>>>specific handle and UI found that user.
>>>> 
>>>>It is a bit unintuitive that in order to list all users (Privileged
>>>> _and_
>>>> Unprivileged) one
>>>>has to search for users with filter not matching "someN0n$en$e" to see
>>>> all
>>>> of the users.
>>> 
>>> It is easy to end up with hundreds of thousands of Unprivileged user
>>> records in a long running public RT instance.  Having to search for
>>> them tends to work a lot better.
>>> 
>>> -kevin
>> 
>> Personally, I'd like to see that be configurable, since in a company of
>> under 200, having to search for the user is a little unintuitive. I will
>> agree that in a public instance where users are created as tickets come in,
>> it's a good idea however.
> 
> I'd consider a patch that adds a config option, assuming it was
> accompanied by proper docs.
> 
> -kevin
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

I'll see if I can hack together a patch in the next week or two then, since
this has confused more than a few people at my site. Thanks.

--
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IT Manager and CRE
Information Technology/Operations
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Re: [rt-users] Hiding ticket metadata for certain groups

[Gary Greene]

On 8/20/10 7:19 AM, "Kevin Falcone"  wrote:
> On Fri, Aug 20, 2010 at 08:22:36AM +0200, Miha Valencic wrote:
>>users _are_ indeed created in the DB, but they were not visible in the UI.
>> I was already
>>prepared to write back that the users are not visible in the UI, when I
>> tried searching for a
>>specific handle and UI found that user.
>> 
>>It is a bit unintuitive that in order to list all users (Privileged _and_
>> Unprivileged) one
>>has to search for users with filter not matching "someN0n$en$e" to see all
>> of the users.
> 
> It is easy to end up with hundreds of thousands of Unprivileged user
> records in a long running public RT instance.  Having to search for
> them tends to work a lot better.
> 
> -kevin

Personally, I'd like to see that be configurable, since in a company of
under 200, having to search for the user is a little unintuitive. I will
agree that in a public instance where users are created as tickets come in,
it's a good idea however.

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Re: [rt-users] Install on CentOS, best current instructions

[Gary Greene]

On 8/6/10 11:40 AM, "Jerrad Pierce" 
wrote:
>> Why non-system perl, Jerrad? I've never had a problem with it (that I know
>> of), but have I just been lucky?
>> 
>> My only RPM-related problem is having to reinstall a current version of
>> Sys::Syslog after every yum update (anyone know why that happens?)
> 
> Precisely. RedHat is bad at not clobbering newer versions of modules
> (RPM has the ability to run prep scripts, which could check to see that
> the version being replaced is not newer than the package to be installed).
> 
> You encounter this, and on Centos 4 I encounter File::Temp occasionally
> being downgraded to an incompatible version.
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

This is why I normally build the needed Perl module RPMs to live in
site_perl instead of vendor_perl, and then epoch them to 100 so RH can't
clobber my changes. The problem overall is that CPAN doesn't tie into RPM.
Using only the prep scripts like that would break the RPM dependency chain
which isn't based off what's on the file system, but rather it's concept of
"capabilities" which are only defined in the RPM DB from the metadata
provided in RPM.

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IT Operations
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[rt-users] Setting up approvals....

[Gary Greene]

Can someone point me to documentation on how to set up the approval system
in RT?

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IT Operations
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Re: [rt-users] Two emails per ticket, please help me thin this down....

[Gary Greene]

On 7/8/10 11:40 AM, "Kevin Falcone"  wrote:
> On Thu, Jul 08, 2010 at 10:54:53AM -0700, Gary Greene wrote:
>> For every ticket action from a privileged user, we're getting two email
>> messages. One is the comment, the other is the meta-transaction information
>> (when a ticket is given to a user, and such.) My manager has asked if there
>> is a way to trim that back to only the correspondence messages to lower the
>> chatter in his mailbox. Anyone know if there is a scrip I need to modify to
>> get the desired behaviour?
> 
> Sounds like you defined an On Transaction Notify AdminCcs with
> template Transaction Scrip.
> 
> If you look at the message id of the email you don't want, it contains
> a scrip-id in the second to last part of the left hand side.
> 
> -kevin

Thanks for the tip. This helped me figure out what the cause was. We had On
Owner Change, Notify Owner enabled. After removing that, it behaves how we
want :)

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IT Operations
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[rt-users] Two emails per ticket, please help me thin this down....

[Gary Greene]

For every ticket action from a privileged user, we're getting two email
messages. One is the comment, the other is the meta-transaction information
(when a ticket is given to a user, and such.) My manager has asked if there
is a way to trim that back to only the correspondence messages to lower the
chatter in his mailbox. Anyone know if there is a scrip I need to modify to
get the desired behaviour?

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


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Re: [rt-users] RT3.8.8 CentOs

[Gary Greene]

On 5/28/10 1:24 PM, "Jerrad Pierce" 
wrote:
>> It's also complicated by the fact RH/CentOS has an out-of-date File::Temp.
>> If you're installing all of RT with local:lib, you need to keep an eye
>> on logwatch reports for signs of up2date clobbering it.
> If you're NOT installing all of RT with local:lib, that is.

This is the VERY reason I built my own RPMs for RT and then set Yum to hold
the current packages for File::Temp that I built.

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Re: [rt-users] Upgrade Directory

[Gary Greene]

On 5/12/10 1:07 PM, "borngunn...@aol.com"  wrote:
> 
> I have tried to install GD.pm in CSPAN. When I type the make fixdeps this is
> what i got:
>  
> Install module GD
> Running install for module 'GD'
> Running make for L/LD/LDS/GD-2.45.tar.gz
>   Has already been unwrapped into directory /root/.cpan/build/GD-2.45-8Fi3l6
>   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512, won't make
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> GPG dependencies:
> PerlIO::eol ...found
> GnuPG::Interface ...found
> ICAL dependencies:
> Data::ICal ...found
> MAILGATE dependencies:
> Pod::Usage ...found
> HTML::TreeBuilder ...found
> Getopt::Long ...found
> HTML::FormatText ...found
> LWP::UserAgent ...found
> MASON dependencies:
> Storable >= 2.08 ...found
> CSS::Squish >= 0.06 ...found
> Apache::Session >= 1.53 ...found
> Errno ...found
> Devel::StackTrace >= 1.19 ...found
> CGI::Cookie >= 1.20 ...found
> Text::WikiFormat >= 0.76 ...found
> XML::RSS >= 1.05 ...found
> HTML::Mason >= 1.36 ...found
> Digest::MD5 >= 2.27 ...found
> MYSQL dependencies:
> DBD::mysql >= 2.1018 ...found
> SMTP dependencies:
> Net::SMTP ...found
> STANDALONE dependencies:
> Net::Server ...found
> HTTP::Server::Simple >= 0.34 ...found
> HTTP::Server::Simple::Mason >= 0.09 ...found
> SOME DEPENDENCIES WERE MISSING.
> GD missing dependencies:
> GD::Graph ...MISSING
> Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> GD::Text ...MISSING
> Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> GD ...MISSING
> Can't locate GD.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> make: *** [fixdeps] Error 1
>  
>  
> Please help me fix this problem and continue my upgrade
>  
> Thanks,

You need to install the gd package from your OS vendor. If this is RHEL, the
package would be gd and gd-devel that needs installed, if this is
Ubuntu/Debian, you need libgd2-xpm and libgd2-xpm-devel. For FreeBSD and
friends search their ports trees accordingly.



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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


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Re: [rt-users] RT and Nagios

[Gary Greene]

We're in the process of rolling out network and machine monitoring here
using Nagios, so I'd be very interested in this, please send the info my way
when you've the opportunity. Thanks.


On 4/28/10 2:34 PM, "Hossein Rafighi"  wrote:

> Hi,
> 
> We have modified rt-crontool to create Nagios alerts. This woks with
> nrpe and unlike SendNgiosAlert doesn't require any additional modules
> installation. If you have running Nagios server it can easily pull
> relevant stuff from RT. Nagios will send a warning email if:
> Tickets are new for more than 24hours
> Tickets are open for more than 5days
> 
> It will generate a critical email if:
> Tickets are new for more than 48hours
> Tickets are open for more than 7days.
> 
> If the status of a ticket is stalled, then our script will ignore it. It
> is our policy to change the ticket status to stalled if a ticket is
> required to remain open for more than one week. Since we are a 24x7x360
> lab, we decided to include weekends and holidays in the script. If
> you're interested let me know and I can send/post scripts and required
> steps. Again, this script is modified version of rt-crontool.
> 
> Sample email:
> 
> * Nagios 2.8 *
> Notification Type: PROBLEM
> Service: Q-CCN
> Host: helpdesk
> Address: 172.127.2.12
> State: WARNING
> Date/Time: Tue Apr 27 14:55:37 PDT 2010
> Additional Info:
> 0 new tickets: 0  24h, 0  48h: 1 open: 1  120h, 0  168h
> 
> 
> Cheers,
> Hossein Rafighi

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IT Operations
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Phone: (408) 240-1239


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Re: [rt-users] Large file uploads

[Gary Greene]

On 4/19/10 10:58 AM, "Ski Kacoroski"  wrote:
> Hi,
> 
> I am hoping to use RT to help manage a printshop, but am having severe
> performance issues when I upload a 76M file.  My hardware has 2 CPUs and
> 4GB of ram.  The upload was ok, but when I try to look at the ticket,
> the system just locks up with almost 100% system cpu use and uses up all
> ram and starts in on swap.  Has anyone else used RT with large files
> (100 - 200MB).  Does RT's design allow for this or should I just set up
> links to an FTP site that can be accessed from the RT ticket?
> 
> Thanks in advance.
> 
> cheers,
> 
> ski

>From what I've found, since the attachments get stored in the DB, it's best
not to upload such huge files as attachments and rather host them elsewhere
and link to them. Besides, email over all was never meant for such monster
attachments

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IT Operations
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Re: [rt-users] modifying From: header in global template to pull from queue description

[Gary Greene]

On 3/17/10 11:53 AM, "Kenneth Marshall"  wrote:
> On Wed, Mar 17, 2010 at 02:37:22PM -0400, Busalacchi, Eric wrote:
>> I tried searching the archive a bit for the answer but I wasn't able to
>> pin down exactly what I'm doing wrong.  Basically we are trying to give
>> a friendly generic name to our queues.  Management doesn't want the
>> "User Name via RT" but something more generic depending on the Queue.
>> What I'm trying to do is make the From: header pull from the Queue
>> description.  I've changed the template to have the following header:
>> 
>>  
>> 
>> From: {$Ticket->QueueObj->Description()}
>> 
>>  
>> 
>> For example this queue has the description "Systems Queue".  When I
>> change the template to the above example the From: address shows up as
>> systems.qu...@company.com .  I would like it to just show up as "Systems
>> Queue".  I know I can statically do this for every queue but I would
>> rather not have custom templates in every queue configuration if
>> possible.  
>> 
>>  
>> 
>> Your help is greatly appreciated.
>> 
>>  
>> 
>> Eric
>> 
> Hi Eric,
> 
> That is not an RFC compliant address and will cause problems with
> some mail systems. That is probably why RT is not doing that other
> than it being a poor idea for the same reason.
> 
> Cheers,
> Ken
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That and almost every good anti-spam solution out there will flag (rightly
so) non-RFC (822 and 2822) compliant messages as spam. To save your users
grief, you'll likely want something like this:

From: {$Ticket->QueueObj->Description()}
{$Ticket->QueueObj->CorrespondAddress()}

(Obviously all on the same line)

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
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Phone: (408) 240-1239

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Re: [rt-users] Installing rt2 on Fedora Core 6

[Gary Greene]

On Sunday 28 February 2010 01:16:57 pm luto...@yahoo.co.uk wrote:
> I'm having awful trouble installing rt2 on Fedora Core 6:
[snip]
> Why am I bothering with rt2 on FC6? It's because we have an old rt2
>  database. I'd like to be able to view it before thinking about exporting
>  it to rt3 or another environment. The original hardware this rt2 ran on
>  was decommissioned, and is long gone.
> 
> I'm just not clever enough with Perl/C to understand how this stuff knits
>  together. I think that one possibility is that the API for some of the
>  required modules has changed over time from rt2 to rt3. Why else would
>  header_in() in Apache::RequestRec become headers_in()?

I'd highly recommend that you switch to CentOS 3 or Debian old stable if 
you're planning on using rt2 at all. The Perl modules and C environment in FC6 
are far newer than the modules that rt2 needs, which will not work as you've 
discovered. If you're only doing this to view the data before a migration to 
rt3 (which I definitely recommend) why not just import the DB tables into 
MySQL and then review the data using something like MySQLcc?

-- 
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IT Manager - Information Technology Operations,
Minerva Networks Inc.
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Office: (408) 240-1239
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Re: [rt-users] How to add custom reports?

[Gary Greene]

Is this from the RTx::Statistics extension? If not, can you point me to the
URL for this add on?


On 1/14/10 1:30 PM, "elsif"  wrote:

> "rtstats" add-on.
> 
> On Thu, 14 Jan 2010, Gary Greene wrote:
> 
>> My boss wants to create a few customized reports in RT. How would I go about
>> adding more reports than the current default three reports built into 3.8.1?
>> 
>> -- 
>> Gary L. Greene, Jr.
>> IT Operations
>> Minerva Networks, Inc.
>> Cell:  (650) 704-6633
>> Phone: (408) 240-1239
>> 
>> ___
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>> 
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>> Commercial support: sa...@bestpractical.com
>> 
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>> 
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>> Buy a copy at http://rtbook.bestpractical.com
>> 
> ___
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> 
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> 
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> Washington DC, USA - Oct 25 & 26
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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[rt-users] How to add custom reports?

[Gary Greene]

My boss wants to create a few customized reports in RT. How would I go about
adding more reports than the current default three reports built into 3.8.1?

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth

[Gary Greene]

Why bother with that, when you just need to change the attribute you're
using for the account name. Here's a sanitized version of my
RT_SiteConfig.pm

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a Perl module, so you can include valid
# Perl code, as well.
#
# The converse is also true, if this file isn't valid Perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set($rtname, 'minervanetworks.com');
Set($Organization, "minervanetworks.com");
Set($Timezone, 'US/Pacific');
Set($WebPath, "/rt3");
Set($WebPort, 443);
Set($WebDomain, 'rt.minervanetworks.com');
Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' .
RT->Config->Get('WebPort'));
Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') .
"/");
Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/");
Set($WebImagesURL , $WebPath . "/images/");  # need this for below
Set($LogoURL, "https://rt.minervanetworks.com/Home_Logo.jpg";);
Set($LogoLinkURL, 'https://www.minervanetworks.com/');
Set($LogoAltText, "Minerva Networks");
Set($AutoLogoff, 30);
Set($EnableReminders,1);
Set($LogToSyslog, 'info');
Set($LogDir, '/var/log');
Set($LogToFileNamed, "rt.log");
Set($LogToFile, 'info');
Set($NotifyActor, 1);
Set($OwnerEmail , 'x...@minervanetworks.com');
Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM));
Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD');
Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD');
Set($LDAPPassword, 'PASSWORD');
Set($LDAPBase, 'dc=minervanetworks,dc=com');
Set($LDAPFilter, '(&(objectClass=user))');
Set($LDAPMapping, {
 'Name'   => 'sAMAccountName',
 'EmailAddress'   => 'mail',
 'RealName'   => 'cn',
 'ExternalAuthId' => 'sAMAccountName',
 'Gecos'  => 'sAMAccountName',
 'WorkPhone'  => 'telephoneNumber',
 'Address1'   => 'streetAddress',
 'City'   => 'l',
 'State'  => 'st',
 'Zip'=> 'postalCode',
 'Country'=> 'co'
}
);
Set($LDAPGroupName,'Employees');
Set($LDAPUpdateUsers,1);
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set(
  $ExternalSettings, {
'My_LDAP' => {
  'type' => 'ldap',
  'auth' => 1,
  'info' => 1,
  'server'   => 'HOSTNAME.DOMAIN.TLD',
  'user' => 'cn=BINDUSER,dc=DOMAIN,dc=TLD',
  'pass' => 'PASSWORD',
  'base' => 'dc=DOMAIN,dc=TLD',
  'filter'   => '(objectClass=*)',
  'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',
  'tls'  => 0,
  'net_ldap_args'   => [ version => 3 ],
  'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ],
  'attr_map'=> {
 'Name'   => 'sAMAccountName',
 'EmailAddress'   => 'mail',
 'RealName'   => 'cn',
 'ExternalAuthId' => 'sAMAccountName',
 'Gecos'  => 'sAMAccountName',
 'WorkPhone'  => 'telephoneNumber',
 'Address1'   => 'streetAddress',
 'City'   => 'l',
 'State'  => 'st',
 'Zip'=> 'postalCode',
 'Country'=> 'co'
  }
}
  }
);

1;




On 1/14/10 11:49 AM, "Ken Crocker"  wrote:

> LB,
> 
> This would be REALLY help for me. I've been doing this one user at a
> time whenever I get some frre time (which isn't ofetn). I'd love a copy
> of your code. Thanks.
> 
> Kenn
> LBNL
> 
> On 1/14/2010 10:34 AM, L B wrote:
>>  I'm going to think about it, but the problem I see it that email
>> addresses might not be unique (I mean we can have two AD accounts with
>> the same email address).
>> 
>>  I have already done a script to mass-rename email addresses to AD
>> logins, because we use AD authentication for a long time and we wanted
>> to make the users use their AD login instead of their email address.
>> This script is not linked to the plugin, but I think it might be
>> useful for some admins. I can upload it on the wiki or maybe it can be
>> part of an "extras" directory in the plugin package. I have to cleanup
>> my code and make it generic, but it does the job, I already applied it
>

Re: [rt-users] Performance questions....

[Gary Greene]

On 1/11/10 11:36 PM, "Emmanuel Lacour"  wrote:
> On Mon, Jan 11, 2010 at 05:29:58PM -0800, Gary Greene wrote:
>> I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube
> 
> think about upgrading to latest 3.8 there were many bugs in first
> releases (3.8.0, 3.8.1) and many improvements since.
> 
>> running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The
>> user load on the box is almost nothing, however when I update a ticket, it
>> takes a lot of time (about 20 seconds). Is there anyway I can improve
>> performance here?
>> 
> 
> What kind of database are you using. RT relies a lot on databases
> performances, and uses a lot of queries, even for a small set of users.
> For mysql, you _must_ tune the default configuration to be sure it
> really uses your RAM.
> 
> looks here:
> 
> http://wiki.bestpractical.com/view/PerformanceTuning
> 
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We're using MySQL 5 on this box. I'll go through the performance tuning page
to see how it goes.

-- 
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IT Operations
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Cell:  (650) 704-6633
Phone: (408) 240-1239

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[rt-users] Performance questions....

[Gary Greene]

I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube
running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The
user load on the box is almost nothing, however when I update a ticket, it
takes a lot of time (about 20 seconds). Is there anyway I can improve
performance here?

-- 
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IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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[rt-users] Top bar in the Web2 theme....

[Gary Greene]

Which template/css/js file is the grey top bar in?

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Cell:   (650)

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Re: [rt-users] Getting an odd error when trying to resolve a ticket....

[Gary Greene]

On 12/22/09 1:56 PM, "Kevin Falcone"  wrote:
> On Tue, Dec 22, 2009 at 01:00:35PM -0800, Gary Greene wrote:
>> In our test environment, which soon will be our live install of RT, we're
>> seeing an odd error that is blocking tickets from being resolved:
>> 
>> RT::Ticket:: Unimplemented in HTML::Mason::Commands.
>> (/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)
>> 
>> This occurs when clicking the Resolve link in a ticket's view.
>> 
>> We're using RT 3.8.1 with customizations to the web UI to simplify the view
>> a little more. If you need any additional information to help me diagnose
>> and resolve this, please ask.
> 
> Sounds like one of your local customizations made
> $TicketObj->$action
> be called without $action being set to Comment or Correspond
> 
> -kevin
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Found the problem. Thanks. By the way, which template adds the header to the
top of the page (where it says
'RT for $domainLogged in as $userid | Preferences | Log out'
?)

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Phone: (408) 240-1239

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[rt-users] Getting an odd error when trying to resolve a ticket....

[Gary Greene]

In our test environment, which soon will be our live install of RT, we're
seeing an odd error that is blocking tickets from being resolved:

RT::Ticket:: Unimplemented in HTML::Mason::Commands.
(/usr/local/lib/rt3/html/Ticket/Elements/PreviewScrips line 128)

This occurs when clicking the Resolve link in a ticket's view.

We're using RT 3.8.1 with customizations to the web UI to simplify the view
a little more. If you need any additional information to help me diagnose
and resolve this, please ask.

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IT Operations
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Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP

[Gary Greene]

That or the fact that that isn¹t valid RFC compliant URI syntax: try
http://rt/?user=john_doe instead. While some web browsers/servers will fake
it and try to work, most standards compliant ones like lighttp and Apache
aren¹t as forgiving.


On 12/21/09 12:22 PM, "William Graboyes" 
wrote:

> Hi Matt,
> 
> This is nothing more than an uneducated guess, so take it as a grain of salt,
> Could it possibly have something to do with writing/maintaining the
> cookie/session?
> 
> Thanks,
> Bill
> 
> On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams
>  wrote:
>> Mike Peachey wrote:
>> 
>>> > It is definitely related to the filter. The problem is in UserExists
>>> > which ensures that the user actually exists in the user database, and is
>>> > run once for each specified database iirc.
>>> >
>>> > Double, triple and then quadruple check your filter value in the config.
>> 
>> I'm not convinced that the filter value is the config is to blame for
>> this.  It hasn't been changed since the initial installation and
>> everything has been working up until a little while ago.
>> 
>> I found out what was causing the problem although I still don't know
>> *why* it is a problem.
>> 
>> Someone changed the URL to RT in our wiki to be http://rt?user=john_doe
>> so that the username would be set automatically as per the wiki
>> username.  Seemed like a smart idea since both authenticate against the
>> same LDAP server.  Whenever this URL is used to get to RT the error appears.
>> 
>> If I remove ?user=john_doe and log in manually everything works just fine.
>> 
>> Does anyone know why this would be?  We're using RT 3.8.5 and
>> RT::Authen::ExternalAuth 0.08
>> 
>> My problem is solved for the time being but it would be nice to know why
>> ?user=john_doe causes problems.
>> 
>> 
>> Thanks,
>> 
>> Matt
>> --
>> Matt Adams
>> Development & Network Services, Cypress Interactive
>> http://cypressinteractive.com, http://edsuite.com
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>> 
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>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
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-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

On 10/22/09 3:04 PM, "Jerrad Pierce" 
wrote:
>> The thing here is that the interface is presenting far too much information
>> for my users (both admin and self service UIs), thus why I'm trying to
> I'd recommend just getting used to it.

If I had to "just get used to it" as you put it, we'd never move over to
using RT. The corporate culture here is very non-forgiving of IT if we don't
give them exactly what they want. Thankfully, I've managed to do everything
I want with only a couple of small items left on my plate for testing with
more users here.
 
>> streamline it as best I can. Would you know which modules these links are
>> generated by? At least then I can hack them out in the local override
>> directory.
> Not modules, Mason file sin share/html

Yup. This worked beautifully. I've successfully hacked up local overrides to
these that do exactly what I wanted.
 
> Alternatively, you might create a custom CSS theme that display:none's the
> icky classes like downloadattachment. While you're still sending the bytes,
> your modifications are more future proof this way.
> 
> Another advantage of doing it with CSS is that you can set the default CSS
> to the custom theme, but this would still allow power users the ability to
> revert to RT "as it ought to be."

The "as it aught to be" line there is highly subjective. ;) Thankfully, I've
managed to get everything short of the Priorities changes that I want done,
which looks like I have to upgrade to 3.8.4 or higher to use the extension I
need for that (PriorityAsString), plus add a CF for Severity. So far, so
good. :)

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Re: [rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

On 10/20/09 11:21 AM, "Lander, Scott"  wrote:
>  Sounds like you want to turn off at least "ShowTicketComments" and
> "ShowOutgoingEmail".
> You might currently have them turned on in Configuration->Group Rights.
> For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and
> maybe ModifyCustomField, SeeCustomField, and no rights at all assigned for
> "Everyone".   Obviously, this is not right for everyone, but, it might be a
> starting point for you.

I've already done that. It doesn't seem to be honouring the
ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail,
that worked as expected, and I've also turned off Forwarding, but I've still
those small issues remaining with Comments, Headers, and Download on plain
text emails. (I can understand having the download link for non-text
attachments, such as DOC or XLS files, but for the plain text body, it's a
little silly, imo.)

-- 
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IT Operations
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Phone: (408) 240-1239

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Re: [rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

On 10/19/09 4:48 PM, "Gary Greene"  wrote:
> I'm still evaluating RT for use at Minerva, and I've run into a few requests
> from IT staff. First, is there any way I can easily hide the comment, brief
> headers and full headers, and the Download links from the ticket display
> (both for self service and the Admin UI.) Also, I'd like if users can set
> the priority of the ticket, instead of IT initially so we can get an idea of
> how soon it will be required. Additionally, it doesn't seem that the
> Requestor field is being auto set, which means that tickets don't show up in
> the ticket owner's self service UI.

Some more information since I last posted this

I've gotten the Forwarding feature disabled as requested by my staff, but I
still cannot seem to turn off the Comment, Full Headers, and Download links.
We still need a way that our users can set the priority since we have a
small IT staff and having a Queue Manager isn't an option.

This is with RT 3.8.1. Thanks.

-- 
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IT Operations
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Phone: (408) 240-1239

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[rt-users] A few small changes I'd like to make to our RT....

[Gary Greene]

I'm still evaluating RT for use at Minerva, and I've run into a few requests
from IT staff. First, is there any way I can easily hide the comment, brief
headers and full headers, and the Download links from the ticket display
(both for self service and the Admin UI.) Also, I'd like if users can set
the priority of the ticket, instead of IT initially so we can get an idea of
how soon it will be required. Additionally, it doesn't seem that the
Requestor field is being auto set, which means that tickets don't show up in
the ticket owner's self service UI.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] LDAP with AD RT:3.8.4 ExternalAuth

[Gary Greene]

On 9/21/09 9:15 AM, "Robert Nesius"  wrote:
>  >>  Set(@Plugins,qw(RT::FM));
> 
> You need to turn on the extension by adding the
> RT::Authen::ExternalAuth module to that quoted array.
> 
> Also, I saw this below:
> 
>>> # The username RT should use to connect to the LDAP server
>>> 'user'  =>  'AD_Info\\LDAP',
>>> 'pass'    =>  'pass',
> 
> That may or may not work.  If your user is LDAP, you may actually need
> to use: l...@domain.yourcompany.com, and you may need to add the
> @domain.yourcompany.com as an auto-appended suffix so your users can
> log on with their basic username.
> 
> -Rob
> 

As long as you're in a single domain forest, you don't need to specify the
NetBIOS name of the domain. When in a multi-domain forest, you should use
the Windows 2000 syntax (u...@domain.tld) and then make sure you're pointing
RT at a domain controller for that given domain that has a trust
relationship with the others in the forest.

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Re: [rt-users] I am unable to use LDAP

[Gary Greene]

On 7/14/09 2:41 PM, "Eric Chatham"  wrote:
> Hello,
>  
> I have had some problem getting LDAP to work on my version of RT.  I am
> running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I
> installed via CPAN is 0.08.  RT is installed on a CentOS 5.1 OS.  I tried
> using some examples from a Google search to try and modify RT_SiteConfig.pm,
> but when I try to log into the RT Webpage (with an LDAP user), it fails.
> Beforehand, I did create the user as a ³user² in RT, but left the password
> blank.  Should I set a user up in RT first before trying to log the user into
> RT?  Here is an example of my RT_SiteConfig.pm settings.  Everytime I try to
> log in with an LDAP user, I get ³Your username or password is incorrect.²  Can
> I setup a log file to track this as well?  Please help and thank you for any
> assistance.
[snip config]

Are you using OpenLDAP, or Active Directory? The configuration you have is
for AD and won't work for OpenLDAP.

Also, if you have to bind for the directory access, you need to put in the
complete Distinguished Name for it, eg:

CN=secmanager,OU=USA,DC=broadvox,DC=local

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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 1:15 PM, "Natxo Asenjo"  wrote:

> On Fri, Jul 3, 2009 at 9:51 PM, Gary Greene
> wrote:
>> On 7/3/09 11:30 AM, "Natxo Asenjo"  wrote:
> 
>>> The settings in RT_SiteConfig.pm are:
>>> 
>>> Set($LDAPHost,'host.domain.tld');
>>> Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
>>> Set($LDAPPassword, 'password');
>>> Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
>>> Set($LDAPFilter, 'cn = *');
>>> Set($LDAPMapping, {Name         => 'uid',
>>>                     EmailAddress => 'mail',
>>>                     RealName     => 'cn',
>>>                     WorkPhone    => 'telephoneNumber',
>>>                     Organization => 'departmentName'});
> 
> [knip]
> 
>> Your filter is incomplete. Are you using AD or OpenLDAP?
> 
> openldap. So any tips about how the filter should look like?
> 
> TIA,
> 
> Natxo
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You'll likely want to do something like this:

(&(objectClass = person)(uid = *))

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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 1:06 PM, "Kevin Gagel"  wrote:

> --- Original message ---
>> >I've successfully used RT::Extension::LDAPImport to bring users in, and then
>> >use RT::Authen::ExternalAuth for passwords.
> 
> Is that the only way?
> 
> Kevin W. Gagel
> Network Administrator
> Local 5448
> My blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My shared files:
> http://mail.cnc.bc.ca/users/gagel
> 
> 
> 
> 
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It¹s not the ONLY way, but it is one way that DOES work. You could write a
script that pulls users from LDAP and then use the REST API to import them.
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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 11:30 AM, "Natxo Asenjo"  wrote:

> hi,
> 
> I found this:
> 
> http://www.cpan.org/modules/by-module/RT/RT-Extension-LDAPImport-0.06.tar.gz
> 
> and installed it according to the instructions in the README. My RT
> installation is also vanilla 3.8.3, so everything is in /opt/rt3
> 
> The settings in RT_SiteConfig.pm are:
> 
> Set($LDAPHost,'host.domain.tld');
> Set($LDAPUser, 'cn=user,dc=domain,dc=tld');
> Set($LDAPPassword, 'password');
> Set($LDAPBase, 'ou=users,dc=domain,dc=tld');
> Set($LDAPFilter, 'cn = *');
> Set($LDAPMapping, {Name => 'uid',
> EmailAddress => 'mail',
> RealName => 'cn',
> WorkPhone=> 'telephoneNumber',
> Organization => 'departmentName'});
> 
> 
> Set($LDAPGroupName,'Imported Users');
> Set($LDAPUpdateUsers,1);
> 
> The first run wasn't very sucessful:
> 
> Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains:
> /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0
> /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
> /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
> ./rtldapimport line 13.
> 
> I had to add this path to rtldapimport because it would not find a module:
> 
> ### after: use lib qw(@RT_LIB_PATH@);
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib
> /opt/rt3/local/plugins/RT-Extension-LDAPImport/lib);
> 
> After that it runs
> 
> host:/opt/rt3/local/plugins/RT-Extension-LDAPImport/bin# ./rtldapimport
> --debug
> Starting import
> connecting to host.domain.tld
> binding as cn=user,dc=domain,dc=tld
> searching with base => 'ou=users,dc=domain,dc=tld' filter => 'cn = *'
> search found 0 users
> No results found, no import
> Finished import
> 
> But it is incorrect, there are 16 objects in that container:
> 
> $ ldapsearch -x -b "ou=users,dc=domain,dc=tld" -h host.domain.tld "(cn=*)" cn
> (lots of output with user dn and cn)
> # numResponses: 17
> # numEntries: 16
> 
> Am I doing something wrong? maybe the ldap filter in RT_SiteConfig.pm?

Your filter is incomplete. Are you using AD or OpenLDAP?

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Re: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth

[Gary Greene]

On 7/3/09 5:52 AM, "Natxo Asenjo"  wrote:

> hi,
> 
> yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the
> latest) with rt 3.8.4 and an openldap server. All according to the
> README and wiki instructions, thanks for the great extension.
> 
> I was wondering if there is a way to import the users from the ldap
> server into the rt database before they log in.
> 
> --
> Groeten,
> J.Asenjo
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> 
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I've successfully used RT::Extension::LDAPImport to bring users in, and then
use RT::Authen::ExternalAuth for passwords.

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Re: [rt-users] Anyone know of a few enhancements to RT...

[Gary Greene]

On 6/30/09 12:24 PM, "Kevin Falcone"  wrote:
> On Jun 30, 2009, at 2:02 PM, Gary Greene wrote:
>> I've been trying to get Minerva using RT for a bit now, however I've
>> run
>> into a few feature requests that my users (read bosses) view as
>> blockers.
>> Does anyone know of a plug in that would add an address book feature
>> to the
>> BCC and CC fields when posting a ticket?
> 
> Sounds like you may want RTx-EmailCompletion
> 

Hmmm, that might be a good option Thanks, I'll look into that one :)

>> Also, I need to know if there is a
>> way to add a drop down to the new ticket creation page to have pre-
>> defined
>> subjects? This would allow users to select it in the case of a
>> regularly
>> requested ticket. Thanks in advance.
> 
> You may be able to do this with RT-Extension-QuickCalls which adds
> a homepage widget.  Otherwise you'd have to hack up Ticket Create
> or add JS

I'll likely need to hack the page looks like at this point. My boss wants a
more web2.0/AJAXy option for this, so looks like I need to add in some js...

> 
> -kevin
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-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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[rt-users] Anyone know of a few enhancements to RT...

[Gary Greene]

I've been trying to get Minerva using RT for a bit now, however I've run
into a few feature requests that my users (read bosses) view as blockers.
Does anyone know of a plug in that would add an address book feature to the
BCC and CC fields when posting a ticket? Also, I need to know if there is a
way to add a drop down to the new ticket creation page to have pre-defined
subjects? This would allow users to select it in the case of a regularly
requested ticket. Thanks in advance.

-- 
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

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Re: [rt-users] Redux: CentOS 5 RPMs

[Gary Greene]

Additionally, I've found that if you have version issues, just rebuild the
SRPM for the package with the newer module put in site_perl instead of
vendor_perl and version the package name in some way (much like library
versioning), so as to not cause issues with upstream versions from RHEL or
CentOS' main repos.


On 6/23/09 11:19 AM, "Roderick A. Anderson" 
wrote:

> Roderick A. Anderson wrote:
>> Well after Helmuth reminded me of the CentOS installation guide I took
>> the time to give it a try.  Works quite well.
>> 
>> I still have a few packages missing and can't seem to figure out why
>> there are problems.
>> 
>> Net::Server goes _away_  while running tests and one perl process goes
>>  (I'm watching with top) at this point
>> 
>> t/Server_BASE.t ... 6/6 _
>> 
>> two others (perl processes) just sit there but don't use any resources.
>> 
>> This is a Linux-Vserver guest so I suspect it might be a capabilities
>> issue but if anyone has run into a same/similar thing please let me know
>> so I can hunt in the right place.
>> Once I figure this out I'm sure Net::Server::PreFork will install.
>> 
>> 
>> The packages are Calendar::Simple and XML::RSS neither of which will
>> install.  I have more research to do on these but again if anyone has
>> run into same/similar I'd appreciate any hints.
> 
> Quick update.  The problem children were all available via yum.
> 
> perl-Calendar-Simple
> perl-Net-Server
> 
> gets me no MISSING packages.
> 
> 
> \\||/
> Rod

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Re: [rt-users] KDE/Konqueror, RT attachments, and OpenOffice

[Gary Greene]

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of BJ Blanchard
Sent: Friday, June 12, 2009 12:00 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] KDE/Konqueror, RT attachments, and OpenOffice


I've come across an interesting problem which is not specific to RT, 
but is related to viewing certain attachments in RT via the Konqueror browser - 
thought I would share my experience here to save others the pain.  Specifically 
I think its a bug in Konqueror and I'll be posting as a bug in bugs.kde.org as 
well.

A few of my users were complaining about RT being slow - and after some 
testing I found that firefox was the issue - and switching them to konqueror 
(3.5.10) made a huge difference - its very fast by comparison.

But with konqueror - Ticket attachments for OpenOffice documents (odt, 
ods, doc, xls, etc) wouldn't open.  Specifically OpenOffice would generate this 
message: "Error reading data from the Internet.  Server error message: 503 
Service Unavailable."

After alot of digging, I found that the problem lies in the Exec line 
in the system ".desktop" files.

OpenOffice can handle URLs, so the Exec line is defined under (k)ubuntu 
in ooo-writer.desktop as:

Exec=ooffice -writer %U

Konqueror uses kioexec for downloading, which follows the conventions 
defined here: 
http://standards.freedesktop.org/desktop-entry-spec/latest/ar01s06.html , and 
thus launches OpenOffice with the http URL of the link to the attachment.  
Because there are no authentication credentials, OO cannot access the URL thus 
the 503 error.

Changing the desktop entry to use "%f" instead of "%U" fixes the 
problem - the file gets saved to a temp directory and OpenOffice launches with 
a local document - which is how firefox behaves.

But this breaks things like sftp:// urls because it downloads the file 
- even though OpenOffice can handle sftp urls properly.

So konqueror, being both a file browser and a web browser, has adopted 
a common approach to URL handling which doesn't work in the real world (of 
authenticated web sessions).

-Bob  
 

The 3.5 tree of KDE is no longer being actively maintained. Can you please run 
these tests on a system running KDE 4.3 beta 2? This would help make sure that 
the issue is still present and needs dealt with. Also, please file it under KIO 
in KDE's bugzilla.
 
/me takes his KDE developer hat off now

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


 
 
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Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?

[Gary Greene]

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: Thursday, June 04, 2009 1:32 PM
To: RT Users
Subject: Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?


That looks like a viable option if I can't figure it out using the 
RT_External_Auth module.

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel


--- Original message --- 
Subject: Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP? 
From: Kevin Falcone  
To: RT Users  
Date: 04/06/2009 1:28 PM

On Jun 4, 2009, at 1:10 PM, Kevin Gagel wrote:

> Can anyone tell me if there is a way to autologin to RT when we're
> using LDAP?
>
> I have other web based utilities that I've managed to configure the
> browser to auto login to that console. I'd like to extend that to
> RT. Any pointers on how or any how to on that subject?

You should be able to use mod_auth_kerb and apache to do this.

-kevin
 

LDAP alone cannot make SSO work, since you need some sort of cookie aspect to 
allow the browser to authenticate you, thus why Kevin Falcone suggested Krb5 
which more than a few browsers understand how to use against the mod_auth_kerb 
module.
 

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239


 
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Re: [rt-users] New to RT and need help with RT_SiteConfig.PM

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of Eric Chatham
> Sent: Monday, May 11, 2009 3:12 PM
> To: Ruslan Zakirov
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] New to RT and need help with RT_SiteConfig.PM
> 
> Sorry about the second e-mail.  On the first one, I received 
> an undeliverable NDR when I tried posting.
> 
> Thank you for the reply.  There is no step called "make 
> initdb" on the installation guide I'm using for CentOS 5.1 
> from the wiki.
> 
> There is a "rt-setup-database --action init" command though.  
> I ran this command with the --dba and --dba-password flags, 
> using root and the root password.
> 
> I'm still unsure how to configure the RT_SiteConfig.pm perl module.
> 
> Eric Chatham
> 
> CONFIDENTIAL.  This e-mail and any attached files are 
> confidential and should be destroyed and/or returned if you 
> are not the intended and proper recipient.

Sorry for being a little pedantic, but

First, please don't top post, the flow of the conversation gets lost if you do, 
Second, this is a mailing list, your signature is more than a little silly in 
this case.

Now on to the meat of the issue:
The best way to configure your RT_SiteConfig.pm is to open it in your favourite 
editor (vi, emacs, or nano) and then edit what is there using the RT_Config.pm 
as a guide to what you can change. In most cases, both of these files will be 
located in /etc/rt3/. In most cases, a minimal configuration will override the 
default rtname, organization, webpath, webdomain, and timezone.

These, and other options are fairly well documented in RT_Config.pm

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239
 
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Re: [rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

> -Original Message-
> From: Jo Rhett [mailto:jrh...@netconsonance.com] 
> Sent: Tuesday, April 21, 2009 5:00 PM
> To: Gary Greene
> Cc: RT Users
> Subject: Re: [rt-users] RT thinks that the ticket has no 
> recipients
> 
> On Apr 21, 2009, at 4:46 PM, Gary Greene wrote:
> > In the People tab:
> > Owner:  "Gary Greene"  (ggreene)
> > Requestors: "Gary Greene" 
>  (ggreene)
> > Cc: 
> > AdminCc:
> >
> > As I said, I'm testing this for various queue interaction items to  
> > see if any gotchas will come up for my users when I roll 
> this out in  
> > the next month.
> 
> 
> The default setting is not to send e-mail to people about their own  
> tickets.  This duplicate suppression is why you're getting no 
> e-mail.  
> You can change this in your settings, or use some freemail (Google,  
> Yahoo, etc) accounts for testing purposes.

Where in the settings? I don't see a setting for it in the web UI. Is this 
another option that needs set in RT_SiteConfig.pm?
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Re: [rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

> -Original Message-
> From: Tom Lahti [mailto:t...@bitstatement.net] 
> Sent: Tuesday, April 21, 2009 4:55 PM
> To: Gary Greene
> Cc: RT Users
> Subject: Re: [rt-users] RT thinks that the ticket has no 
> recipients
> 
> > In the People tab:
> > Owner:  "Gary Greene"  (ggreene)
> > Requestors: "Gary Greene" 
>  (ggreene)
> > Cc: 
> > AdminCc:
> 
> And what are you expecting to get?  An email to the owner? An 
> email to the
> requestor?  Both?

I expect that the owner of the ticket will get a confirmation email when they 
first post and when a reply comes in, and if the requestor responds to the 
ticket, that the owner will get a confirmation email. From the sound of it, it 
requires a little more setup on my part to get it to do precisely what I want.

> 
> Do you have scrips configured in this queue (or global ones) 
> that cover
> those recipients for the event you want to trigger the email?

I should, since I've got the normal global scrips set for comments and replies.

> 
> -- 
> -- 
>Tom Lahti
>BIT Statement LLC
> 
>(425)251-0833 x 117
>http://www.bitstatement.net/
> -- 
> 
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Re: [rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

> -Original Message-
> From: Jo Rhett [mailto:jrh...@netconsonance.com] 
> Sent: Tuesday, April 21, 2009 4:30 PM
> To: Gary Greene
> Cc: RT Users; Gary Greene
> Subject: Re: [rt-users] RT thinks that the ticket has no 
> recipients
> 
> You sent this same message 1.5 hours earlier.  You (likely) 
> didn't get  
> a response because you didn't include any specific information.  At  
> 10k feet it could be anything.  Start at a lower level -- who should  
> have gotten mail?  Who shows up on the People tab of the ticket?  If  
> there's nobody there...
> 
> On Apr 21, 2009, at 3:27 PM, Gary Greene wrote:
> > RT version 3.8.1, ExternalAuth version 0.08
> >
> > I've run into a problem with testing the instance of RT I've  
> > installed that the notification emails aren't getting sent. 
> The mail  
> > log doesn't list anything being processed, so I checked the httpd  
> > error_log, and see the following:
> >
> > [Tue Apr 21 20:47:30 2009] [info]:  
> >  > etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs 
> (/usr/lib/ 
> > perl5/vendo
> > r_perl/5.8.8/RT/Action/SendEmail.pm:302)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> >  > etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> > vendor_perl/5.8.8
> > /RT/Interface/Email.pm:338)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> >  > etworks.com> #5/96 - Scrip 7 On Correspond Notify Other 
> Recipients (/ 
> > usr/lib/per
> > l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> >  > etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> > vendor_perl/5.8.8
> > /RT/Interface/Email.pm:338)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> >  > etworks.com> #5/96 - Scrip 6 On Correspond Notify 
> Requestors and Ccs  
> > (/usr/lib/p
> > erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> >  > etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> > vendor_perl/5.8.8
> > /RT/Interface/Email.pm:338)
> >
> > All users at Minerva Networks have a mail field in their LDAP (AD  
> > actually) record since we use Exchange for email. Can 
> someone please  
> > shed some light on why this is failing? Thanks.
> >
> > --
> > Gary L. Greene, Jr.
> > IT Operations
> > Minerva Networks, Inc.
> > Cell:  (650) 704-6633
> > Phone: (408) 240-1239
> > ___
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sa...@bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 
> 
> 
> 

Regarding sending twice, that was because I didn't see it come through the 
list, since the Exchange server thought it fun to deliver only the CC'd version 
of the message instead of the one for the ML. Apologies about that...

In the People tab:
Owner:  "Gary Greene"  (ggreene)
Requestors: "Gary Greene"  (ggreene)
Cc: 
AdminCc:

As I said, I'm testing this for various queue interaction items to see if any 
gotchas will come up for my users when I roll this out in the next month.

If you need any other info, please ask.
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[rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

RT version 3.8.1, ExternalAuth version 0.08

I've run into a problem with testing the instance of RT I've installed that the 
notification emails aren't getting sent. The mail log doesn't list anything 
being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]:  #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:  No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:  #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:  No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:  #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:  No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) 
record since we use Exchange for email. Can someone please shed some light on 
why this is failing? Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239
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[rt-users] RT thinks that the ticket has no recipients....

[Gary Greene]

RT version 3.8.1, ExternalAuth version 0.08

I've run into a problem with testing the instance of RT I've installed that the 
notification emails aren't getting sent. The mail log doesn't list anything 
being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]:  #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:  No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:  #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:  No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:  #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:  No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) 
record since we use Exchange for email. Can someone please shed some light on 
why this is failing? Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239
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Re: [rt-users] RT-Mailgate hack to remove quoted replies

[Gary Greene]

There are a number of interesting mods that I've noted he's working on that I'm 
interested in. (For instance the scrip changes to enforce only requesters can 
change the ticket's status, etc.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of Jerrad Pierce
> Sent: Monday, April 06, 2009 12:00 PM
> To: Tom Lahti; rt-users Users
> Subject: Re: [rt-users] RT-Mailgate hack to remove quoted replies
> 
> > in. That way when it turns out your parsing is imperfect you haven't
> > damaged the original and you might even offer the user a way to
> > recover by peeking at the original.
> More specifically, I'd recommend doing it the same way RT handles
> letting users see the outgoing messages. Don't show it on 
> Display.html,
> but do on History.html.
> 
> Incidentally, if you manage to get a robust version of this 
> working I'd
> be interested in adopting it too.
> 
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
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[rt-users] RT + Exchange 2003

[Gary Greene]

Does anyone have a recipe for getting RT working correctly with Exchange 2003? 
I've the AD, and messages send FROM the RT system, however I get bounces when 
replying TO messages. I'll document the whole process on the wiki once I verify 
it is working.

--
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[rt-users] Odd behaviour with RT::Authen::ExternalAuth...

[Gary Greene]

I'm running into a small issue with RT::Authen::ExternalAuth.

The issue I'm having is that when I post a reply to a ticket or attempt to 
create a new ticket, it punts me to the login screen again. Once I've 
authenticated again, it completes the task. Thing is, I was already logged into 
the web UI in the first place. This is with RT version 3.8.1 and 
RT::Authen::ExternalAuth version 0.08.

Any insight to this would be appreciated. Thanks.

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Re: [rt-users] Advice for New Machine

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of Gary Greene
> Sent: Friday, March 13, 2009 2:44 PM
> To: John Arends; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Advice for New Machine
> 
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com 
> > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> > Of John Arends
> > Sent: Friday, March 13, 2009 1:16 PM
> > To: rt-users@lists.bestpractical.com
> > Subject: Re: [rt-users] Advice for New Machine
> > 
> > Gary Greene wrote:
> > > I would go CentOS for the machine if you're a RH person, 
> > since it is 
> > > practically the same thing, and there are more than a few 
> > of us CentOS 
> > > users running RT with our own RPMs.
> > >   
> > What version of RT are you running on top of CentOS? With 
> 3.8.2 there 
> > are so many dependencies it seems to be a near impossible 
> > task to build 
> > RPMs for all the required perl modules. I've been playing with the 
> > script included with RT and it does a pretty good job of pulling 
> > everything down from CPAN and installing it.
> 
> 3.8.1, I've yet to update to 3.8.2

Also I forgot to mention, I cheat a little with building RPMs by using the 
cpan2rpm script and then hand mod the specs that it generates to build reliable 
packages.

--
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Re: [rt-users] Advice for New Machine

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of John Arends
> Sent: Friday, March 13, 2009 1:16 PM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Advice for New Machine
> 
> Gary Greene wrote:
> > I would go CentOS for the machine if you're a RH person, 
> since it is 
> > practically the same thing, and there are more than a few 
> of us CentOS 
> > users running RT with our own RPMs.
> >   
> What version of RT are you running on top of CentOS? With 3.8.2 there 
> are so many dependencies it seems to be a near impossible 
> task to build 
> RPMs for all the required perl modules. I've been playing with the 
> script included with RT and it does a pretty good job of pulling 
> everything down from CPAN and installing it.

3.8.1, I've yet to update to 3.8.2

--
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IT Operations
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Tel:  (408) 240-1239
Cell: (650) 704-6633
 


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Re: [rt-users] Advice for New Machine

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of jul
> Sent: Friday, March 13, 2009 12:56 PM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Advice for New Machine
> 
> 
> Ken Crocker a écrit :
> > John,
> >
> >
> > Thanks. That's sounds like a good thing to keep in 
> mind. Anyone else?
> >
> Yes :
> 3 servers :
> 1) for RT ;
> 2) one for the DB (if you plan postgres or oracle) (I recommend Pg) so
> that you can tune it easily (sysctl in kernel will impact all the
> processes, and that's normal, but what suits DB does not 
> suits apache or
> other programs)
> 3) one for Backup (optional but a good idea)
> 
> 
> FreeBsd is as a good choice as debian ; I use both, and there are some
> interests in both. Don't even think of using RedHat for the 
> support since
> there is a 99% chance you'll install custom perl package that 
> will ruin
> your support.
> 
> Plan to tune apache  ;) and do a little perl.
> Have fun
> 
> Jul
> 

I would go CentOS for the machine if you're a RH person, since it is 
practically the same thing, and there are more than a few of us CentOS users 
running RT with our own RPMs.

--
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IT Operations
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Tel:  (408) 240-1239
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Re: [rt-users] *sigh* unable to get Plugins to work

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of Rob Munsch
> Sent: Monday, March 02, 2009 10:42 AM
> To: Dhrakar
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] *sigh* unable to get Plugins to work
> 
> On Mon, Mar 2, 2009 at 1:32 PM, Dhrakar 
>  wrote:
> >
> > Hello All,
> >  I'm having a heck of a time getting a couple of plugins to 
> work with 
> > RT 3.8.2.  I've got RT up and running, but whenever I try 
> to add the 
> > Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error:
> 
> I'm don't know enough about Perl to know if it'll matter, but 
> I noticed you have more parentheses than me.  I have:
> 
> Set(@Plugins, qw(RT::Extension::ExtractCustomFieldValues
> RT::Authen::ExternalAuth));
> 
> no opening ( before the qw.

Yes, this is your issue, since what you're passing with the extra parenthesis 
is an anonymous function instead of the string scalar entry for append to the 
Plugins array for inclusion.

--
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Re: [rt-users] REST add/update a user

[Gary Greene]

> -Original Message-
> From: Tom Lahti [mailto:t...@bitstatement.net] 
> Sent: Friday, February 27, 2009 3:32 PM
> To: Gary Greene
> Cc: Joel Schuweiler; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] REST add/update a user
> 
> > Can we please get some example code for this up somewhere 
> so those of 
> > us that have automated employee fulfillment workflows can integrate 
> > this fairly easily? At the moment, I've a JSP utility that 
> is used to 
> > create new users, and I'd like pre-instantiate the RT user for them 
> > (While we do use the ExternalAuth LDAP integration, the user still 
> > needs to login once for IT to add them to the proper queue...)
> 
> Well, I can tell you off the top of my head that what you 
> POST is XML, but the contents of that XML are not what you 
> would think.  You want one parameter called "content" that 
> contains the RFC822 formatted form as I described, and that's 
> all that's in the XML.  You can see a lot of the fields you 
> can set in the form by doing "/opt/rt/bin/rt edit -t user "
> 
> If you want actual code, that'll take longer and I don't have 
> time today.
> And any code I show you will be in ruby.
> 

Ruby works for me, since I can translate that to Perl or Java fairly easily 
(learned ruby while surrounded by Pythonistas when I was working for Google)

--
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IT Operations
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Re: [rt-users] REST add/update a user

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of Tom Lahti
> Sent: Friday, February 27, 2009 12:56 PM
> To: Joel Schuweiler
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] REST add/update a user
> 
> Joel Schuweiler wrote:
> > Hrm... I thought xml was standard when doing rest, is this 
> not the case?
> > Is there a method to get rt to handle xml for bother get/post ?
> 
> Nope.  RT uses RFC822 formatted forms, not XML.  You can 
> write a library that transforms your XML into the forms and 
> vice versa, if you want to code to XML for some reason.
> 
> But if you are coding in perl, just use RT::Client::REST from 
> CPAN.  If you are coding in ruby, wait a week or two and I'll 
> be open sourcing a gem.  If you are coding in something else 
> -- write your own. ;)

Can we please get some example code for this up somewhere so those of us that 
have automated employee fulfillment workflows can integrate this fairly easily? 
At the moment, I've a JSP utility that is used to create new users, and I'd 
like pre-instantiate the RT user for them (While we do use the ExternalAuth 
LDAP integration, the user still needs to login once for IT to add them to the 
proper queue...)


--
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IT Operations
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Tel:  (408) 240-1239
Cell: (650) 704-6633
 
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Re: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2

[Gary Greene]

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf 
> Of Shannon Adams
> Sent: Wednesday, February 18, 2009 11:26 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Syslog error when installing rt 3.8.2 on 
> Cent OS 5.2
> 
> I am doing a fresh install of rt 3.8.2 on CentOS 5.2.  I get down to:
> 
> 'make initialize-database'
> 
> it returns:
> 
> Working with:
> Type:mysql
> Host:localhost
> Name:rt3
> User:rt_user
> DBA:root
> Now creating a mysql database rt3 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs
> Granting access to rt_user@'localhost' on rt3.
> Done.
> 
> Sys::Syslog version 0.16 required--this is only version 0.13 
> at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> BEGIN failed--compilation aborted at 
> /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13.
> Compilation failed in require at 
> /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340.
> make: *** [initialize-database] Error 2
> 
> I cannot figure out how to update Syslog to 0.16 and would 
> appreciate any assistance.
> 
> Shannon

Either get the right version of perl-Log-Dispatch off rpmforge, or do what I do 
when I run into version mismatches and build a copy of the required module 
prefixed in site_perl with cpan2rpm (create the SRPM then clean the spec as 
needed). This has worked well for me on CentOS.

--
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[rt-users] RT::Authen::ExternalAuth problem with AD....

[Gary Greene]

I've gotten the extension installed, and have modified my RT_SiteConfig.pm 
correctly (or as best as I can figure based off the example configuration), 
however, I cannot login with my personal AD credentials. The info I'm getting 
from logging follows:

[Thu Dec 18 01:32:57 2008] [warning]: Transaction->Create couldn't, as you 
didn't specify an object type and id 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1439)
[Thu Dec 18 01:32:57 2008] [error]: Couldn't get principal for not loaded 
object (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm:1113)

Anyone else ran into this? If so, can you point me in the right direction to 
getting this fixed? Thanks.
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Re: [rt-users] [Solved] ExternalAuth User creation in RT

[Gary Greene]

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Robert Munsch
> Sent: Tuesday, December 02, 2008 2:51 PM
> To: Keith A McDermott
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] [Solved] ExternalAuth User creation in RT
> 
> Not sure what your setup is, but if you're interested, I have 
> mail working well (so far) with Exchange 2003 and Postfix.  
> No fetchmail; all live-fire.
> 
> It's ExternalAuth itself I can't seem to get working right.  
> Got derailed into another project last week, but if my 
> postfix / exchange setups would be useful to you, you're 
> welcome to 'em.

I'm interested in your configuration for Exchange, since I'm running it here 
and am setting up RT 3.8.1. I'll be digging into ExternalAuth later this week 
for the AD setup, but getting the mailer working would be nice.

--
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Tel:  (408) 240-1239
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> > -Original Message-
> > From: [EMAIL PROTECTED] [mailto:rt-users- 
> > [EMAIL PROTECTED] On Behalf Of Keith A McDermott
> > Sent: Tuesday, December 02, 2008 4:49 PM
> > Cc: rt-users@lists.bestpractical.com
> > Subject: [rt-users] [Solved] ExternalAuth User creation in RT
> > 
> > I found that the issue was in the order I did this in.  I 
> dropped the 
> > database and re-initialized it with the parameters set and now it's
> all
> > working great as far as permissions.  New users are showing up
> properly
> > under "Users" in RT.
> > 
> > Now to get the mail working...
> > 
> > Keith McDermott
> > Desktop Support Specialist - PCN
> > Physics Department, Purdue University
> > 
> > Web:http://www.physics.purdue.edu/pcn
> > E-mail: [EMAIL PROTECTED]
> > Phone:  (765)496-2202
> > Address:525 Northwestern Avenue
> > West Lafayette, IN 47907
> > 
> > Check out our new documentation at:
> > http://www.physics.purdue.edu/PCN/doc/wiki
> > 
> > 
> > 
> > Keith A McDermott wrote:
> > > Hi,
> > >
> > > I've got RT::Authen::ExternalAuth successfully working and it's 
> > > validating my users against my LDAP server.  I disabled (commented
> out)
> > > the disabled-user check as I'll tinker with that later - 
> this is for 
> > > testing for now.
> > >
> > > Anyway, my account can login to the web interface.  Admittedly, I
> added
> > > the AutoCreate and WebExternalAuto after I'd already 
> logged in once,
> but
> > > in the Users table in the RT3 database, I can see my account.
> However,
> > > it does not show up on the web interface so I cannot assign any
> rights
> > > to it.  I have create-ticket security enabled for anyone so my
> account
> > > is able to create tickets and see them in the queue.
> > >
> > > On a side-note, I haven't gotten any email from the web-interface
> yet.
> > > I have yet to setup the procmail but it still should be 
> able to send 
> > > mail if I understand it corrrectly.
> > >
> > > Note: I do not know much about Perl so please take that into 
> > > consideration in any reply which may require Perl modifications.
> :-)
> > >
> > > Thanks!
> > > Keith
> > > ___
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> > >
> > > Community help: http://wiki.bestpractical.com Commercial support: 
> > > [EMAIL PROTECTED]
> > >
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> > >
> > ___
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Re: [rt-users] Having some configuration problems with CentOS 5 and RT3.8.1

[Gary Greene]

Thanks for the help on that, it works now. Now all I need to do is figure out 
the default password for the root user for RT...

--
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IT Operations
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Cell: (650) 704-6633
 

> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 
> Sent: Friday, November 14, 2008 2:55 PM
> To: Gary Greene; [EMAIL PROTECTED]; 
> rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Having some configuration problems 
> with CentOS 5 and RT3.8.1
> 
> Check the permissions on your rt install dir
> 
> 
> Sent via BlackBerry from T-Mobile
> 
> -Original Message-
> From: "Gary Greene" <[EMAIL PROTECTED]>
> 
> Date: Fri, 14 Nov 2008 13:59:05
> To: 
> Subject: [rt-users] Having some configuration problems with 
> CentOS 5 and RT
>   3.8.1
> 
> 
> This is likely caused by either a misconfiguration on my 
> part, or I flubbed up the installation, however when I 
> connect to the rt3 install on my CentOS 5 system, I get an 
> 500 from the server. The info from the Apache log reads as follows:
> 
> [Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't 
> locate object method "Config" via package "RT" at 
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line 
> 85.\nCompilation failed in require at 
> /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n
> 
> I've looked at the code that this is referring to, and saw 
> that this is an eval to "use DBIx::SearchBuilder::Handle::" . 
> RT->Config->Get('DatabaseType') in the FinalizeDatabaseType 
> subroutine.
> 
> I've installed all of the packages that were listed from the 
> test dependency script including DBIx::SearchBuilder, and 
> have followed the instructions for installing RT via RPM 
> (with the caveat that I did my own spin of the RPM since we 
> would like to use the 3.8.x series instead of 3.6.x, which 
> required me to build a number of additional module packages 
> to get RT to build correctly)
> 
> Any input for this would be greatly appreciated.
> 
> --
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Tel:  (408) 240-1239
> Cell: (650) 704-6633
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[rt-users] Having some configuration problems with CentOS 5 and RT 3.8.1

[Gary Greene]

This is likely caused by either a misconfiguration on my part, or I flubbed up 
the installation, however when I connect to the rt3 install on my CentOS 5 
system, I get an 500 from the server. The info from the Apache log reads as 
follows:

[Fri Nov 14 12:26:59 2008] [error] [client 10.5.1.137] Can't locate object 
method "Config" via package "RT" at 
/usr/lib/perl5/vendor_perl/5.8.8/RT/Handle.pm line 85.\nCompilation failed in 
require at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 216.\n

I've looked at the code that this is referring to, and saw that this is an eval 
to "use DBIx::SearchBuilder::Handle::" . RT->Config->Get('DatabaseType') in the 
FinalizeDatabaseType subroutine.

I've installed all of the packages that were listed from the test dependency 
script including DBIx::SearchBuilder, and have followed the instructions for 
installing RT via RPM (with the caveat that I did my own spin of the RPM since 
we would like to use the 3.8.x series instead of 3.6.x, which required me to 
build a number of additional module packages to get RT to build correctly)

Any input for this would be greatly appreciated.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
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