Re: [rt-users] writing extensions for an old version
Hi, If you look in the Makefile.PL you will find somethink like this requires_rt '4.0.0'; modify as required. Can I suggest that you upgrade as v3.8 reached end of life in 2014. Best Regards Martin On 2017-02-13 17:02, Vinicius Fagundes wrote: Hi, I'm starting to learn RT development. And I was designated to create a RT extension, but our RT version is too old (3.8). I couldn't find any documentation about how to do it for this version. I tried follow the current documentation but when I tried to run: perl Makefile.PL I got this error: Error: This extension requires RT 4.0.0. Your installed version of RT (3.8.8) is too old. Is it possible write and run a Extension for this version? If so, how can I achieve that. Vinícius _Fagundes_
Re: [rt-users] assets: bulk updating a custom field value fails
Hi Michael, Line 183 of /opt/rt4/share/html/Asset/Search/Bulk.html seems to be the problem, if you comment it out the bulk update works. # push @tmp_res, ProcessObjectCustomFieldUpdates( Object => $asset, ARGSRef => \%ARGS ); I'm suspect that line 183 shouldn't be here as the customfields are updated at line line 185 push @tmp_res, ProcessRecordBulkCustomFields( RecordObj => $asset, ARGSRef => \%ARGS ); Best Regards Martin On 2017-01-11 14:11, Michael Hoertnagl wrote: Hello! We are using rt4.4.1 with the now build-in Assets. When bulk-updating a custom field value for 2 Assets the following Error is logged and the update fails: [27811] [Wed Jan 11 13:35:52 2017] [warning]: Use of uninitialized value $1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3164. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3164) [27811] [Wed Jan 11 13:35:52 2017] [error]: Can't call method "new" without a package or object reference at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099] [/opt/rt4/share/html/Asset/Search/Bulk.html:183] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375] This only happens for custom fields. Bulk updating a 'Basics' Field works as expected. Is this due to https://issues.bestpractical.com/Ticket/Display.html?id=15259 or someone got a hint for me what we messed up here? Thanks!
Re: [rt-users] Where are saved searches stored in the db
Hi Woody, Check out the following tools: rt-attributes-viewer rt-attributes-editor Both of these read/write attribute information. Best Regards Martin On 2017-01-10 13:51, Woody - Wild Thing Safaris wrote: Thanks Emmanuel, I see the "Content" is encoded, which is why it didn't come up with my grep. How do i decode/encode it? w. On 10/01/17 15:19, Emmanuel Lacour wrote: Le 10/01/2017 à 12:53, Woody - Wild Thing Safaris a écrit : Hi all, I was expecting to find a database table called "SavedSearches" but there isn't one. I have a saved search that contains the string '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. Anyone know where saved searches are? In table "Attributes". -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
Re: [rt-users] Where are saved searches stored in the db
Hi Woody, What are you trying to achieve? IMO you are better off using the RT API rather than hacking the database. Best Regards Martin On 2017-01-10 11:53, Woody - Wild Thing Safaris wrote: Hi all, I was expecting to find a database table called "SavedSearches" but there isn't one. I have a saved search that contains the string '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. Anyone know where saved searches are? thanks Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
Re: [rt-users] no alert for invalid mail addresses
Hi, You might want to checkout the perl module Regex::Common::Email::Address Best Regards Martin On 2017-01-06 13:16, Petr Hanousek wrote: Hello Jeffrey, thank you, I'll try to implement it here. Wonder if someone has done it before or if there is any plugin for this? Or (the best way) if some developer encodes it to some future release of RT? :) Petr On 5.1.2017 21:51, Jeffrey Pilant wrote: Check out http://www.regular-expressions.info/email.html It indicates the 'most' official regex is: \A(?:[a-z0-9!#$%&'*+/=?^_`{|}~-]+(?:\.[a-z0-9!#$%&'*+/=?^_`{|}~-]+)* | "(?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21\x23-\x5b\x5d-\x7f] | \\[\x01-\x09\x0b\x0c\x0e-\x7f])*") @ (?:(?:[a-z0-9](?:[a-z0-9-]*[a-z0-9])?\.)+[a-z0-9](?:[a-z0-9-]*[a-z0-9])? | \[(?:(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.){3} (?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?|[a-z0-9-]*[a-z0-9]: (?:[\x01-\x08\x0b\x0c\x0e-\x1f\x21-\x5a\x53-\x7f] | \\[\x01-\x09\x0b\x0c\x0e-\x7f])+) \])\z Yeah. Quite a mouthful. This is because there are quite a few ways to express email addresses. And even this is not foolproof. The same page also has other simpler regex expressions that work a fair amount of the time, but are less complicated, like: \b[A-Z0-9._%+-]+@[A-Z0-9.-]+\.[A-Z]{2,}\b The page claims it is 99% effective. That, however, does not solve your problem. Just because it is formulated correctly does not mean it is a valid address. The usual solution is to whitelist the addresses and do a lookup. Any address not found gets added tentatively, but flagged for testing. You can also at this time prompt for acceptance vs. going back to an edit screen. This does require you maintain a list of valid email addresses somewhere. The user list is a likely place, but if you are sending emails to people who are not users, then that fails. /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you.
Re: [rt-users] ***SPAM*** Re: How unprivileged users could see all tickets in their queue
Apologies, if I remove the owner the CustomRole solution doesn't work. Best Regards Martin On 2017-01-05 16:37, Felix Defrance wrote: Hi, In your example you said : "I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue." But in my case, the users is a customer, and they never owner of the tickets. So, the users see only the tickets they are requestor. I would like to provide to a set of user, the ablillity to see all ticket requestor in the queue.. Felix. Le 05/01/2017 à 16:00, Martin Wheldon a écrit : Hi, No need to add the custom role to the tickets, just to the queue. Best Regards Martin On 2017-01-05 14:26, Felix Defrance wrote: Le 05/01/2017 à 12:22, Alex Hall a écrit : Martin's suggestion makes sense, but I thought Felix was trying to restrict user search, not ticket search? That is, he doesn't want users to be able to search (and thus view the names of) all users? It's quite early here, so my brain may still be muttled and I could be wrong. Alex, after I see it was possible to display any tickets via the search module, I want to restrict this too. Sent from my iPhone On Jan 5, 2017, at 06:08, Martin Wheldon <martin.whel...@greenhills-it.co.uk> wrote: Hi Félix, I've just tried to configure this on a RT 4.4.1 install using a custom role and it seems to work fine. Here is the process I carried out. I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue. I created a new custom role, then assigned it to the queue. Next I added the users to the custom role. (Done on the queue, watchers tab) The I added the SeeQueue and ShowTickets permissions to the custom role on the queue. Now when I login as either of the users I see all the tickets in that queue owner by those users. In this case, unprivileged users via (SelfService of course), just see their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in foobar". In Tickets, I just see "Open tickets" and "Closed Tickets". In both pages, I just see tickets that users declarated as requestor. The custom role not provide an access to see all ticket in the queue (as elacour told to us). Now I understand the goal of the roles, maybe it's possible to automaticaly add custom role as a watcher to the right queue on all existing tickets and the futur new ticket. Do you think it's possible ? Thx Hope that helps Best Regards Martin On 2017-01-04 08:45, Emmanuel Lacour wrote: Le 03/01/2017 à 18:27, Felix Defrance a écrit : Hi all, I don't find how I could add ShowTickets or QueueList in SelfService. I want to allow my unprivileged users, grouped by company name, to see all tickets in their queue. The group rights on the queue is correctly defined and users could access to the tickets by entring the ticket number in the "goto Ticket" field (top right in SelfService). I have tried to play with CustomRole but it's not working for me. So anybody known how I can do it? SelfService filters ticket list to tickets the user is watcher on (requestor or Cc). This is hard coded in share/html/SelfService/Elements/MyRequests: my $id = $session{'CurrentUser'}->id; my $Query = "( Watcher.id = $id )"; if ($status) { $status =~ s/(['\\])/\\$1/g; $Query .= " AND Status = '$status'"; } so if you wan't to relax this to all tickets users have ShowTicket rights, you have to modify this query ;) But I strongly discourage (unless really needed) to setup an RT instance with one queue per customer, best to think queues per internal support team and play with customroles/groups or customfields to set the customer. -- Félix Defrance PGP: 0x0F04DC57
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hi, No need to add the custom role to the tickets, just to the queue. Best Regards Martin On 2017-01-05 14:26, Felix Defrance wrote: Le 05/01/2017 à 12:22, Alex Hall a écrit : Martin's suggestion makes sense, but I thought Felix was trying to restrict user search, not ticket search? That is, he doesn't want users to be able to search (and thus view the names of) all users? It's quite early here, so my brain may still be muttled and I could be wrong. Alex, after I see it was possible to display any tickets via the search module, I want to restrict this too. Sent from my iPhone On Jan 5, 2017, at 06:08, Martin Wheldon <martin.whel...@greenhills-it.co.uk> wrote: Hi Félix, I've just tried to configure this on a RT 4.4.1 install using a custom role and it seems to work fine. Here is the process I carried out. I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue. I created a new custom role, then assigned it to the queue. Next I added the users to the custom role. (Done on the queue, watchers tab) The I added the SeeQueue and ShowTickets permissions to the custom role on the queue. Now when I login as either of the users I see all the tickets in that queue owner by those users. In this case, unprivileged users via (SelfService of course), just see their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in foobar". In Tickets, I just see "Open tickets" and "Closed Tickets". In both pages, I just see tickets that users declarated as requestor. The custom role not provide an access to see all ticket in the queue (as elacour told to us). Now I understand the goal of the roles, maybe it's possible to automaticaly add custom role as a watcher to the right queue on all existing tickets and the futur new ticket. Do you think it's possible ? Thx Hope that helps Best Regards Martin On 2017-01-04 08:45, Emmanuel Lacour wrote: Le 03/01/2017 à 18:27, Felix Defrance a écrit : Hi all, I don't find how I could add ShowTickets or QueueList in SelfService. I want to allow my unprivileged users, grouped by company name, to see all tickets in their queue. The group rights on the queue is correctly defined and users could access to the tickets by entring the ticket number in the "goto Ticket" field (top right in SelfService). I have tried to play with CustomRole but it's not working for me. So anybody known how I can do it? SelfService filters ticket list to tickets the user is watcher on (requestor or Cc). This is hard coded in share/html/SelfService/Elements/MyRequests: my $id = $session{'CurrentUser'}->id; my $Query = "( Watcher.id = $id )"; if ($status) { $status =~ s/(['\\])/\\$1/g; $Query .= " AND Status = '$status'"; } so if you wan't to relax this to all tickets users have ShowTicket rights, you have to modify this query ;) But I strongly discourage (unless really needed) to setup an RT instance with one queue per customer, best to think queues per internal support team and play with customroles/groups or customfields to set the customer.
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hi Félix, I've just tried to configure this on a RT 4.4.1 install using a custom role and it seems to work fine. Here is the process I carried out. I've got 2 unprivileged users with a single queue, each being the owner of multiple tickets in that queue. I created a new custom role, then assigned it to the queue. Next I added the users to the custom role. (Done on the queue, watchers tab) The I added the SeeQueue and ShowTickets permissions to the custom role on the queue. Now when I login as either of the users I see all the tickets in that queue owner by those users. Hope that helps Best Regards Martin On 2017-01-04 08:45, Emmanuel Lacour wrote: Le 03/01/2017 à 18:27, Felix Defrance a écrit : Hi all, I don't find how I could add ShowTickets or QueueList in SelfService. I want to allow my unprivileged users, grouped by company name, to see all tickets in their queue. The group rights on the queue is correctly defined and users could access to the tickets by entring the ticket number in the "goto Ticket" field (top right in SelfService). I have tried to play with CustomRole but it's not working for me. So anybody known how I can do it? SelfService filters ticket list to tickets the user is watcher on (requestor or Cc). This is hard coded in share/html/SelfService/Elements/MyRequests: my $id = $session{'CurrentUser'}->id; my $Query = "( Watcher.id = $id )"; if ($status) { $status =~ s/(['\\])/\\$1/g; $Query .= " AND Status = '$status'"; } so if you wan't to relax this to all tickets users have ShowTicket rights, you have to modify this query ;) But I strongly discourage (unless really needed) to setup an RT instance with one queue per customer, best to think queues per internal support team and play with customroles/groups or customfields to set the customer.
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hi, If you are looking at modifying menus then the following will help. https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus Best Regards Martin On 2017-01-04 17:31, Alex Hall wrote: I'm honestly not sure which file you want, but my guess is share/html/Elements/Tabs. In that file is a line that goes something like: $search->child( users ... If you wrap that bit in a conditional, checking that the active user is not a member of the group as I said in a previous message, that should do the job. On Wed, Jan 4, 2017 at 12:21 PM, Felix Defrancewrote: Le 04/01/2017 à 15:47, Alex Hall a écrit : On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance wrote: Le 04/01/2017 à 15:10, Alex Hall a écrit : Okay, searching users is the problem? I'm not sure, but what about an overlay that conditionally shows that part of page templates? You could create a group to which you'd assign any user you don't want viewing other users, then find the element that displays the user search and add a condition to return nothing if the user belongs to that group? Yes, this is a part of the problem. The second, but not important, it's just for the look, the ability to custom "Rt at a glance" by user groups. For the first, I don't known how I can do " then find the element that displays the user search and add a condition to return nothing if the user belongs to that group" In one template, I was able to find this snippet to get the user object: my $user = $session{'CurrentUser'}->UserObj; From there, I imagine you could check if the user is a member of a certain group. Then "return 0" or something like that to stop the element from loading. My Perl skills aren't worthy of being called skills in any way, and I've never tried something quite like this, but it's my first thought. Sorry I can't help more; hopefully a more experienced user has a much simpler solution for you. :) Do you know if the menu search come from : rt/share/html/Dashboards/Elements/* ? Or from another file ? I don't find documentation about these files and what are they doing :( Thanks On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance wrote: Le 04/01/2017 à 14:02, Alex Hall a écrit : Can you describe your setup more? I'm not sure why unprivileged users would need access to all queue tickets, or why each user would have their own queue? As I understand it, unprivileged users are end users (i.e. customers, those who don't work for your organization). Thus, they shouldn't be able to access an entire queue, only tickets they open. Make them privileged, and restrict their rights by adding them to a certain group, and your life may be a lot easier. Yes! In the begining, that's what I tried to do. Restrict privilieged users. But I didn't find how restrict the access to the SearchUser. A member of a queue can search and view all users. In my setup, a queue and group, are dedicated to a customer. A customer should not be able to fetch other informations that are not inside of their queue. Thus, not be able to search all user in RT database.. Maybe, it's possible to limit the search function to their queue or desactivate the access to the menu search. Do you know about that ? Thanks, For example, you might have a group called "basic users" to which you'd add the users you currently consider unprivileged. That group would have only a few rights, but since its members would be privileged, you wouldn't run into RT's built-in restrictions. As to one queue per user, that would quickly get hard to manage. Queues are for organizing tickets and users. Sure, a queue may have just one user, but each user shouldn't have their own queue. Trying to keep track of the rights of such a setup would be a nightmare, assuming you have a good amount of users. As an example, we have queues for technology, warehouse, customer service, and other divisions within the company. Some queues have a lot of people, some have a few, butthey are all logical groupings of tasks. If I made a new queue for every user, I'd have dozens of them, and tickets would be all over the place! Plus, there's email to consider; if you want to accept incoming emails for ticket replies, you have to make a new Fetchmail or Postfix entry for every single user/queue you have. I hope this makes some sense. As I said, a lot of this depends on your usage pattern and setup concept. If you can explain that to us more, we might be able to help better. On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: Hello, You right, this rights isn't checked. But I can't view all tickets in selfservice anymore. I verify the same rights in : Admin > Queue, "select the queue name" and Group Rights, select and grant "unprivileged users" to Seequeue & Showtickets In the same section: grant group "compagny name" to Seequeue & Showtickets But no effect. I try to add a user to watchers 'CC', and grant
Re: [rt-users] Where to put crontool scripts?
Hi Alex, We drop ours in /opt/rt4/local/bin. Martin On 2017-01-04 16:13, Alex Hall wrote: Hi all, I'm just wondering if there's a conventional place to store scripts that run crontool jobs? I've got one to notify people of old tickets, but I'll be making more, now that this one is working. Thanks again for all the help with that script, by the way. I'm considering putting them in /opt/rt4/etc, maybe in a "crontool-scripts" folder, but I don't know what RT upgrades might do to that. Is it best to just put them somewhere completely separate, like ~/rt-crontool-scripts, or can I keep them somewhere in the RT directory tree? Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hi, You can modify the Ticket Owner dropdowns by using the UpdateObjectList callback in Elements/SelectOwner, you would remove all unwanted users from the list of objects passed to this callback. You possibly need to use the Modify callback in Elements/ShowUser too, I suspect there are others, but those should get you started. Best Regards Martin On 2017-01-04 14:35, Felix Defrance wrote: Le 04/01/2017 à 15:10, Alex Hall a écrit : Okay, searching users is the problem? I'm not sure, but what about an overlay that conditionally shows that part of page templates? You could create a group to which you'd assign any user you don't want viewing other users, then find the element that displays the user search and add a condition to return nothing if the user belongs to that group? Yes, this is a part of the problem. The second, but not important, it's just for the look, the ability to custom "Rt at a glance" by user groups. For the first, I don't known how I can do " then find the element that displays the user search and add a condition to return nothing if the user belongs to that group" On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrancewrote: Le 04/01/2017 à 14:02, Alex Hall a écrit : Can you describe your setup more? I'm not sure why unprivileged users would need access to all queue tickets, or why each user would have their own queue? As I understand it, unprivileged users are end users (i.e. customers, those who don't work for your organization). Thus, they shouldn't be able to access an entire queue, only tickets they open. Make them privileged, and restrict their rights by adding them to a certain group, and your life may be a lot easier. Yes! In the begining, that's what I tried to do. Restrict privilieged users. But I didn't find how restrict the access to the SearchUser. A member of a queue can search and view all users. In my setup, a queue and group, are dedicated to a customer. A customer should not be able to fetch other informations that are not inside of their queue. Thus, not be able to search all user in RT database.. Maybe, it's possible to limit the search function to their queue or desactivate the access to the menu search. Do you know about that ? Thanks, For example, you might have a group called "basic users" to which you'd add the users you currently consider unprivileged. That group would have only a few rights, but since its members would be privileged, you wouldn't run into RT's built-in restrictions. As to one queue per user, that would quickly get hard to manage. Queues are for organizing tickets and users. Sure, a queue may have just one user, but each user shouldn't have their own queue. Trying to keep track of the rights of such a setup would be a nightmare, assuming you have a good amount of users. As an example, we have queues for technology, warehouse, customer service, and other divisions within the company. Some queues have a lot of people, some have a few, butthey are all logical groupings of tasks. If I made a new queue for every user, I'd have dozens of them, and tickets would be all over the place! Plus, there's email to consider; if you want to accept incoming emails for ticket replies, you have to make a new Fetchmail or Postfix entry for every single user/queue you have. I hope this makes some sense. As I said, a lot of this depends on your usage pattern and setup concept. If you can explain that to us more, we might be able to help better. On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance wrote: Hello, You right, this rights isn't checked. But I can't view all tickets in selfservice anymore. I verify the same rights in : Admin > Queue, "select the queue name" and Group Rights, select and grant "unprivileged users" to Seequeue & Showtickets In the same section: grant group "compagny name" to Seequeue & Showtickets But no effect. I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue & Showtickets but no effect too :( Another ideas ? Thanks, Félix. Le 03/01/2017 à 18:39, Alex Hall a écrit : Have you granted the rights? In Admin > Global > Group Rights, select the "unprivileged users" tab, then grant "view queue". That should help, though our setup is quite different so I can't verify it. On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance wrote: Hi all, I don't find how I could add ShowTickets or QueueList in SelfService. I want to allow my unprivileged users, grouped by company name, to see all tickets in their queue. The group rights on the queue is correctly defined and users could access to the tickets by entring the ticket number in the "goto Ticket" field (top right in SelfService). I have tried to play with CustomRole but it's not working for me. So anybody known how I can do it? Thank you, -- Félix Defrance PGP: 0x0F04DC57 -- Alex Hall Automatic Distributors, IT department ah...@autodist.com -- Félix Defrance PGP: 0x0F04DC57 -- Alex
Re: [rt-users] RT 4.4.1 LDAP Authentication issue.
Hi, Sorry, please disregard my last response, the user account has been found. Could you post the RT logs please? Best Regards Martin On 2016-12-09 13:44, Martin Wheldon wrote: Hi, Looks like a ldap acl issue, is your ldap search user able to access the users mail attribute? Best Regards Martin On 2016-12-09 13:37, Claude EDUMA wrote: LDAP logs show that user is retreive, but not bind. - SRCH base="o=corp.mycorp.com [2]" scope=2 filter="(&(objectClass=privperson)(mail=claude.ed...@ext.mycorp.com))" attrs="cn mail mail" [09/Dec/2016:14:16:47 +0100] conn=9480527 op=2 msgId=3 - RESULT err=0 tag=101 nentries=1 etime=0 Regards. 2016-12-09 14:21 GMT+01:00 Claude EDUMA <clauded...@gmail.com>: Well, I will try to use user mail for authentication. here is conf i tested without success :( - Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldap://ypmycorpldap.corp.mycorp.com [1]', 'user' => 'uid=mycorp-rtir-reader,ou=applicationAccounts,o=corp.mycorp.com [2]', 'pass' => 'SikH2mmKLtPi0E4ZYcqldTXAgILVxGVhXWlHBF3o21', 'base' => 'o=corp.mycorp.com [2]', 'filter' => '(objectClass=person)', 'tls' => { verify => "require", cafile => "/etc/pki/tls/mycorp_CERTIFICATE_CHAIN.crt" }, 'net_ldap_args'=> [version => 3, debug => 8 ], 'attr_match_list' => [ 'Name' , 'EmailAddress', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', 'RealName' => 'cn', } }, } ); --- Regards 2016-12-09 13:59 GMT+01:00 Martin Wheldon <martin.whel...@greenhills-it.co.uk>: Hi, You could either use another unique attribute i.e mail or add another uid to each RT user prefixed by a letter. dn: uid=123456,dc=my,dc=domain uid: 123456 uid: x123456 Best Regards Martin On 2016-12-09 12:49, Joop wrote: On 9-12-2016 13:38, Claude EDUMA wrote: Hi Joop, Thank you for your quick answer. We have tested with non numerical username and result is OK. Well in my organisation we use ldap uid for username. Any suggestion to resolve this issue ? Please keep the list in the loop. I think the problem is in the function(s) which load the user info. These functions take a name OR an id and then load the corresponding info. When usernames are IDs that doesn't work any more. Other than patching all functions which use this I don't see another solution than to change the use of uid as a username, sorry. Joop - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [3] * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [3] * Los Angeles - January 9-11 2017 Links: -- [1] http://ypmycorpldap.corp.mycorp.com [2] http://corp.mycorp.com [3] https://bestpractical.com/training - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] RT 4.4.1 LDAP Authentication issue.
Hi, Looks like a ldap acl issue, is your ldap search user able to access the users mail attribute? Best Regards Martin On 2016-12-09 13:37, Claude EDUMA wrote: LDAP logs show that user is retreive, but not bind. - SRCH base="o=corp.mycorp.com [2]" scope=2 filter="(&(objectClass=privperson)(mail=claude.ed...@ext.mycorp.com))" attrs="cn mail mail" [09/Dec/2016:14:16:47 +0100] conn=9480527 op=2 msgId=3 - RESULT err=0 tag=101 nentries=1 etime=0 Regards. 2016-12-09 14:21 GMT+01:00 Claude EDUMA <clauded...@gmail.com>: Well, I will try to use user mail for authentication. here is conf i tested without success :( - Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldap://ypmycorpldap.corp.mycorp.com [1]', 'user' => 'uid=mycorp-rtir-reader,ou=applicationAccounts,o=corp.mycorp.com [2]', 'pass' => 'SikH2mmKLtPi0E4ZYcqldTXAgILVxGVhXWlHBF3o21', 'base' => 'o=corp.mycorp.com [2]', 'filter' => '(objectClass=person)', 'tls' => { verify => "require", cafile => "/etc/pki/tls/mycorp_CERTIFICATE_CHAIN.crt" }, 'net_ldap_args'=> [version => 3, debug => 8 ], 'attr_match_list' => [ 'Name' , 'EmailAddress', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', 'RealName' => 'cn', } }, } ); --- Regards 2016-12-09 13:59 GMT+01:00 Martin Wheldon <martin.whel...@greenhills-it.co.uk>: Hi, You could either use another unique attribute i.e mail or add another uid to each RT user prefixed by a letter. dn: uid=123456,dc=my,dc=domain uid: 123456 uid: x123456 Best Regards Martin On 2016-12-09 12:49, Joop wrote: On 9-12-2016 13:38, Claude EDUMA wrote: Hi Joop, Thank you for your quick answer. We have tested with non numerical username and result is OK. Well in my organisation we use ldap uid for username. Any suggestion to resolve this issue ? Please keep the list in the loop. I think the problem is in the function(s) which load the user info. These functions take a name OR an id and then load the corresponding info. When usernames are IDs that doesn't work any more. Other than patching all functions which use this I don't see another solution than to change the use of uid as a username, sorry. Joop - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [3] * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [3] * Los Angeles - January 9-11 2017 Links: -- [1] http://ypmycorpldap.corp.mycorp.com [2] http://corp.mycorp.com [3] https://bestpractical.com/training - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] RT 4.4.1 LDAP Authentication issue.
Hi, You could either use another unique attribute i.e mail or add another uid to each RT user prefixed by a letter. dn: uid=123456,dc=my,dc=domain uid: 123456 uid: x123456 Best Regards Martin On 2016-12-09 12:49, Joop wrote: On 9-12-2016 13:38, Claude EDUMA wrote: Hi Joop, Thank you for your quick answer. We have tested with non numerical username and result is OK. Well in my organisation we use ldap uid for username. Any suggestion to resolve this issue ? Please keep the list in the loop. I think the problem is in the function(s) which load the user info. These functions take a name OR an id and then load the corresponding info. When usernames are IDs that doesn't work any more. Other than patching all functions which use this I don't see another solution than to change the use of uid as a username, sorry. Joop - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Issue With ExternalAuth
Hi Claude, Yes, your problem seems to be a little odd. I believe that this is the code that is rejecting your authentication from /opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm # If we got here and don't have a user loaded we must have failed to # get a full, valid user from an authoritative external source. unless ($session->{'CurrentUser'} && $session->{'CurrentUser'}->Id) { $session->{'CurrentUser'} = RT::CurrentUser->new; return (0, "No User"); } Do you have multiple external auth mechanisms configured?? Would you be able to post your full RT configuration, with sensitive information obfuscated obviously? Best Regards Martin On 2016-12-06 11:37, Claude EDUMA wrote: Martin, It request only the "dn" attribute because the user is not internal. once user is created, it will request the others attributes. I have seen our ldap administrator and for him all is OK. Accounts are well binded with LDAP. It seem like after binding account it request another validation wich failed. My question is why RT retreive all attributes on LDAP but still fail to grant acces to users ? I'm sorry to take your presious time and thank you once more. --- [4109] [Tue Dec 6 10:22:50 2016] [debug]: UserExists params: username: 20005528 , service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:488) [4109] [Tue Dec 6 10:22:50 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] == Filter: (&(objectClass=privperson)(uid=20005528)) == Attrs: co,cn,mail,uid,uid (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:518) [4109] [Tue Dec 6 10:22:50 2016] [debug]: RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User /opt/rt4/sbin/../lib/RT/User.pm 699 with : Disabled: , EmailAddress: , Gecos: 20005528, Name: 20005528, Privileged: 1 (/opt/rt4/sbin/../lib/RT/User.pm:735) [4109] [Tue Dec 6 10:22:50 2016] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt4/sbin/../lib/RT/User.pm:743) [4109] [Tue Dec 6 10:22:50 2016] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/sbin/../lib/RT/User.pm:752) [4109] [Tue Dec 6 10:22:50 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] == Filter: (&(objectClass=privperson)(uid=20005528)) == Attrs: co,cn,mail,uid,uid (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:406) [4109] [Tue Dec 6 10:22:50 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Country: , Disabled: , EmailAddress: jonathan.lai...@ext.mycorpservices.com, Gecos: 20005528, Name: 20005528, Privileged: 1, RealName: JONATHAN LAIGLE (/opt/rt4/sbin/../lib/RT/User.pm:812) [4109] [Tue Dec 6 10:22:50 2016] [error]: Couldn't create user 20005528: Email address in use (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:353) [4109] [Tue Dec 6 10:22:50 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) [4109] [Tue Dec 6 10:22:50 2016] [error]: FAILED LOGIN for 20005528 from 10.1.52.222 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) ----- Regards 2016-12-06 12:04 GMT+01:00 Martin Wheldon <martin.whel...@greenhills-it.co.uk>: Hi Claude, OK from your logs you can see successful lookup from LDAP of the user and a successful validation. So we can rule out issues with communication with the LDAP server and user credentials. The following line however is an issue as you seem to be only getting/requesting the dn attribute returned. I'm not quite certain which :) "... == Attrs: dn" [4110] [Tue Dec 6 10:22:44 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] [1] == Filter: (&(uid=20005528)(objectClass=privperson)) == Attrs: dn This is what I get on my test system: "... == Attrs: mail,cn,street,telephoneNumber,mobile,st,mail,ukFirmGhITAccOrg,postalCode,l" The configuration you sent earlier is expecting uid,mail,cn and co: 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'Gecos'=> 'uid', 'Country' => 'co', } Is your ldap search account able to get this information from the ldapserver? Best Regards Martin On 2016-12-06 10:25, Claude EDUMA wrote: Yes, But even if it'is a new user, user is create but I still have LOGIN FAILED. below log with a new user --- [4110] [Tue Dec 6 10:22:44 2016] [debug]: Trying external auth service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:201) [4110] [Tue Dec 6 10:22:44 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] [1] == Filter: (&(uid=20005528)(objectClass=privperson)) == Attrs: dn (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:234) [4110] [Tue Dec 6 10:22:44 2016] [debug]: Found LDAP DN: uid=20005528,ou=people,ou=GO-LM,o=corp.mycorp.com [1] [1] (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/
Re: [rt-users] Issue With ExternalAuth
Hi Claude, OK from your logs you can see successful lookup from LDAP of the user and a successful validation. So we can rule out issues with communication with the LDAP server and user credentials. The following line however is an issue as you seem to be only getting/requesting the dn attribute returned. I'm not quite certain which :) "... == Attrs: dn" [4110] [Tue Dec 6 10:22:44 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] == Filter: (&(uid=20005528)(objectClass=privperson)) == Attrs: dn This is what I get on my test system: "... == Attrs: mail,cn,street,telephoneNumber,mobile,st,mail,ukFirmGhITAccOrg,postalCode,l" The configuration you sent earlier is expecting uid,mail,cn and co: 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'Gecos'=> 'uid', 'Country' => 'co', } Is your ldap search account able to get this information from the ldapserver? Best Regards Martin On 2016-12-06 10:25, Claude EDUMA wrote: Yes, But even if it'is a new user, user is create but I still have LOGIN FAILED. below log with a new user --- [4110] [Tue Dec 6 10:22:44 2016] [debug]: Trying external auth service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:201) [4110] [Tue Dec 6 10:22:44 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] == Filter: (&(uid=20005528)(objectClass=privperson)) == Attrs: dn (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:234) [4110] [Tue Dec 6 10:22:44 2016] [debug]: Found LDAP DN: uid=20005528,ou=people,ou=GO-LM,o=corp.mycorp.com [1] (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:268) [4110] [Tue Dec 6 10:22:44 2016] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): 20005528 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:350) [4110] [Tue Dec 6 10:22:44 2016] [debug]: LDAP password validation result: 1 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:558) [4110] [Tue Dec 6 10:22:44 2016] [debug]: Password Validation Check Result: 1 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:383) [4110] [Tue Dec 6 10:22:44 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) [4110] [Tue Dec 6 10:22:44 2016] [error]: FAILED LOGIN for 20005528 from 10.1.52.222 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) [4109] [Tue Dec 6 10:22:50 2016] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:286) [4109] [Tue Dec 6 10:22:50 2016] [debug]: Calling UserExists with $username (20005528) and $service (My_LDAP) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:327) 2016-12-06 11:12 GMT+01:00 Martin Wheldon <martin.whel...@greenhills-it.co.uk>: Hi Claude, Seems you already have a user in the RT database with the same email address, but different user name. [3605] [Tue Dec 6 07:58:02 2016] [error]: Couldn't create user 20006583: Email address in use Best Regards Martin On 2016-12-06 08:05, Claude EDUMA wrote: Hi Martin, Thank you for your response. File permissions for my CA.cert are "rw-r--r-". below rt.log --- [3605] [Tue Dec 6 07:58:02 2016] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:286) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Calling UserExists with $username (20006583) and $service (My_LDAP) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:327) [3605] [Tue Dec 6 07:58:02 2016] [debug]: UserExists params: username: 20006583 , service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:488) [3605] [Tue Dec 6 07:58:02 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] [2] == Filter: (&(objectClass=privperson)(uid=20006583)) == Attrs: co,cn,mail,uid,uid (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:518) [3605] [Tue Dec 6 07:58:02 2016] [debug]: RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User /opt/rt4/sbin/../lib/RT/User.pm 699 with: Disabled: , EmailAddress: , Gecos: 20006583, Name: 20006583, Privileged: 1 (/opt/rt4/sbin/../lib/RT/User.pm:735) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt4/sbin/../lib/RT/User.pm:743) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/sbin/../lib/RT/User.pm:752) [3605] [Tue Dec 6 07:58:02 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [1] [2] == Filter: (&(objectClass=privperson)(uid=20006583)) == Attrs: co,cn,mail,uid,uid (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:406) [3605] [Tue Dec 6 07:58:02 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Country: , Disabled: , EmailAddress: claude.ed...@ext.mycorp.com, Gecos: 20006583, Name: 20006583, Privileged: 1, RealName: CLAUDE EDUMA (/opt/rt4/sbin/../l
Re: [rt-users] Issue With ExternalAuth
Hi Claude, Seems you already have a user in the RT database with the same email address, but different user name. [3605] [Tue Dec 6 07:58:02 2016] [error]: Couldn't create user 20006583: Email address in use Best Regards Martin On 2016-12-06 08:05, Claude EDUMA wrote: Hi Martin, Thank you for your response. File permissions for my CA.cert are "rw-r--r-". below rt.log --- [3605] [Tue Dec 6 07:58:02 2016] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:286) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Calling UserExists with $username (20006583) and $service (My_LDAP) (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:327) [3605] [Tue Dec 6 07:58:02 2016] [debug]: UserExists params: username: 20006583 , service: My_LDAP (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:488) [3605] [Tue Dec 6 07:58:02 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [2] == Filter: (&(objectClass=privperson)(uid=20006583)) == Attrs: co,cn,mail,uid,uid (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:518) [3605] [Tue Dec 6 07:58:02 2016] [debug]: RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User /opt/rt4/sbin/../lib/RT/User.pm 699 with: Disabled: , EmailAddress: , Gecos: 20006583, Name: 20006583, Privileged: 1 (/opt/rt4/sbin/../lib/RT/User.pm:735) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt4/sbin/../lib/RT/User.pm:743) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/sbin/../lib/RT/User.pm:752) [3605] [Tue Dec 6 07:58:02 2016] [debug]: LDAP Search === Base: o=corp.mycorp.com [2] == Filter: (&(objectClass=privperson)(uid=20006583)) == Attrs: co,cn,mail,uid,uid (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:406) [3605] [Tue Dec 6 07:58:02 2016] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Country: , Disabled: , EmailAddress: claude.ed...@ext.mycorp.com, Gecos: 20006583, Name: 20006583, Privileged: 1, RealName: CLAUDE EDUMA (/opt/rt4/sbin/../lib/RT/User.pm:812) [3605] [Tue Dec 6 07:58:02 2016] [error]: Couldn't create user 20006583: Email address in use (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:353) [3605] [Tue Dec 6 07:58:02 2016] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58) [3605] [Tue Dec 6 07:58:02 2016] [error]: FAILED LOGIN for 20006583 from 10.1.179.71 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) Thank you one more time. Regards. 2016-12-05 23:35 GMT+01:00 Martin Wheldon <martin.whel...@greenhills-it.co.uk>: Hi Claude, Your english is much better than my french :) I've cc'd the RT users list as they may have additional suggestions. The short answer is no I don't believe your problem is caused by TLS bugs. You seem to be mixing up the new RT 4.4 LDAP configuration syntax with the older RT::Authen::ExternalAuth syntax. If you are using RT 4.4.x then you don't need the following, because it is the old style syntax: Set($LDAPBase,'MYLDAPSERVER'); Set($LDAPFilter, '(&(objectClass=person))'); Set($LDAPMapping, { Name=> 'uid', EmailAddress=> 'mail', RealName=> 'cn' }); The following option should also be removed when using RT4.4.x 'ssl_version' => 3, Is RT able to read your CAcert file? Please could you check the file permissions. Do you see any errors in the logs? Best Regards Martin On 2016-12-05 13:22, clauded...@gmail.com wrote: Hi Martin, I try to configure LDAP authentication but it don't work. I'm sure all my config is correct (see below). I tried with ladapsearch and all it's OK. I look my ldap's server logs and i bind users correctly. Do you thinks it's TLS bugs ? (sorry for my english I'm french) Thank you. -- Set($LDAPBase,'MYLDAPSERVER'); Set($LDAPFilter, '(&(objectClass=person))'); Set($LDAPMapping, { Name=> 'uid', EmailAddress=> 'mail', RealName=> 'cn' }); # Use the below LDAP source for both authentication, as well as user # information Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalServiceUsesSSLorTLS, 1); # Make users created from LDAP Privileged Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); # Users should still be autocreated by RT as internal users if they # fail to exist in an external service; this is so requestors (who # are not in LDAP) can still be created when they email in. Set($AutoCreateNonExternalUsers, 0); # Minimal LDAP configuration; see RT::Authen::ExternalAuth::LDAP for # further details and examples Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldaps://MYLDAPSERVER', 'user' => 'MYUSER', 'pass' =>
Re: [rt-users] Issue With ExternalAuth
Hi Claude, Your english is much better than my french :) I've cc'd the RT users list as they may have additional suggestions. The short answer is no I don't believe your problem is caused by TLS bugs. You seem to be mixing up the new RT 4.4 LDAP configuration syntax with the older RT::Authen::ExternalAuth syntax. If you are using RT 4.4.x then you don't need the following, because it is the old style syntax: Set($LDAPBase,'MYLDAPSERVER'); Set($LDAPFilter, '(&(objectClass=person))'); Set($LDAPMapping, { Name=> 'uid', EmailAddress=> 'mail', RealName=> 'cn' }); The following option should also be removed when using RT4.4.x 'ssl_version' => 3, Is RT able to read your CAcert file? Please could you check the file permissions. Do you see any errors in the logs? Best Regards Martin On 2016-12-05 13:22, clauded...@gmail.com wrote: Hi Martin, I try to configure LDAP authentication but it don't work. I'm sure all my config is correct (see below). I tried with ladapsearch and all it's OK. I look my ldap's server logs and i bind users correctly. Do you thinks it's TLS bugs ? (sorry for my english I'm french) Thank you. -- Set($LDAPBase,'MYLDAPSERVER'); Set($LDAPFilter, '(&(objectClass=person))'); Set($LDAPMapping, { Name=> 'uid', EmailAddress=> 'mail', RealName=> 'cn' }); # Use the below LDAP source for both authentication, as well as user # information Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalServiceUsesSSLorTLS, 1); # Make users created from LDAP Privileged Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); # Users should still be autocreated by RT as internal users if they # fail to exist in an external service; this is so requestors (who # are not in LDAP) can still be created when they email in. Set($AutoCreateNonExternalUsers, 0); # Minimal LDAP configuration; see RT::Authen::ExternalAuth::LDAP for # further details and examples Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldaps://MYLDAPSERVER', 'user' => 'MYUSER', 'pass' => 'MYPASS', 'base' => 'MYBASE', 'filter' => '(objectClass=privperson)', 'tls' => { verify => "require", cafile => "/etc/CA.crt" }, 'ssl_version' => 3, 'net_ldap_args'=> [version => 3, debug => 8 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'Gecos'=> 'uid', 'Country' => 'co', } }, } ); 1; _ Sent from http://requesttracker.8502.n7.nabble.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] FTS enabled in SiteConfig, but not being enabled
Hi Alex, Sounds like you may need to clear the mason cache. Best Regards Martin On 2016-11-15 15:34, Alex Hall wrote: Hi all, I've enabled FTS on the database, and restarted the server just to be sure. I have this line in one of my config files: Set( %FullTextSearch, Enable => 1, Indexed => 1, Table => 'AttachmentsIndex'); And yet, in global > system config, I see that Enable is set to 0, not 1. I've looked at the loaded config files, and they include the one where I enabled this. After a lot of work yesterday, I did get the index program to run without any warnings, so I know that worked. I see no errors in the log when RT starts, at least not related to FTS. I'm on RT 4.4.1, MySQL 5.7, Debian 8. What's the trick to getting FTS to work? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Unable to create tickets after MySQL update?
Hi Alex, You could try disabling the PriorityAsString as a test, as least it will narrow down your problem space. Best Regards Martin On 2016-11-14 21:15, Alex Hall wrote: Update: still not working. I tried setting sql-mode to an empty string, like it would have been in 5.5, and to all the 5.7 standard ones except strict_trans_tables. Neither helped. Updating existing tickets, and all data retrieval, seem to work fine. It's just that priority getting a string (that looks like a variable pointer) instead of an integer that's causing the problem. Until I fix this, no one can make tickets, so if anyone has any suggestions, please share them. Thanks. On Mon, Nov 14, 2016 at 11:37 AM, Alex Hallwrote: Hello again all, I just discovered I have a more serious problem than full-text indexing not working. I'm getting an error when anyone tries to make a ticket, and the ticket is never created. Here's the message: Nov 14 11:31:03 server24 RT: [2522] DBD::mysql::st execute failed: Incorrect integer value: 'ARRAY(0x18325928)' for column 'Priority' at row 1 at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. I have the PriorityAsString extension installed, but that's been working perfectly for weeks. I've also modified some files so that the user can select a priority on the main ticket creation page instead of going to the details view, but that's also been working smoothly. The only major change is the MySQL 5.5 upgrade to 5.7, but why that would be the cause, given the error message, I'm not sure. If RT were trying to insert a string like that before, it should have never worked. Is there anything I can do to fix this? I'd rather not revert to 5.5, because I still want that full-text indexing at some point and would rather fix this problem so I can keep trying to do that. Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Enabling full text index, getting "MySQL server has gone away"
Hi Alex, I think the mysql configuration be "max_allowed_packet" rather than "max_packet_size". Best Regards Martin On 2016-11-14 13:54, Alex Hall wrote: I should also say that I've already tried setting my MySQL max_packet_size. 500M didn't do it, so I upped it to 5000M, restarting the service both times. That hasn't changed the warnings I'm getting, and I really don't think any attachments are over 5GB. Plus, the first few warnings are that "st execute failed", not about attachments not being indexed. On Mon, Nov 14, 2016 at 7:46 AM, Alex Hallwrote: Hi all, As the subject says, I'm trying to enable full text indexing. I've updated MySQL to 5.7 (on Debian 8) and ran /opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password pwd However, I get a bunch of warnings about executing the SQL statements and, after that, that attachments can't be indexed. In all cases, the main problem is the same: "the MySQL server has gone away". The initial connection was successful, so I'm not sure what the problem is. I also tested the root login after the 5.7 update, just to be sure it worked, and it was fine. Has anyone ever seen this happen? Any suggestions on what to do about it? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Scrip condition not for Reminders
Your very welcome :) Martin On 2016-11-11 16:38, Tobias W. wrote: Hi Martin, thank you for your tip. Now works fine! Thank you and Best Regards, Tobi - VON: Martin Wheldon <martin.whel...@greenhills-it.co.uk> GESENDET: Freitag, 11. November 2016 12:31 AN: Tobias W. CC: rt-users@lists.bestpractical.com BETREFF: Re: [rt-users] Scrip condition not for Reminders Hi Tobi, A ticket object has a type method that will return a string when called: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1 [1] Something like the following should help: if ( $self->TicketObj->Type ne 'reminder ) { $self->TicketObj->SetStatus('open'); } Best Regards Martin On 2016-11-11 08:01, Tobias W. wrote: Hello, We use a RT scrip to check on close if a Custom filed is empty. If the Custom field is empty, the script reopens the ticket. Condition: On Resolved Custom action preparation code: if( ! $self->TicketObj-> FirstCustomFieldValue( 'FieldName' ) ) { $self->TicketObj->SetStatus('open'); }else{ $self->TicketObj->AddCustomFieldValue( Field => 'FieldName', Value => 'true'); } Now we have a problem with the reminders: When I close a reminder the scrip reopen it. Is there a way to prevent this? Thank you, Tobi - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [2] * Los Angeles - January 9-11 2017 Links: -- [1] https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1 [2] https://bestpractical.com/training - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Scrip condition not for Reminders
Hi Tobi, A ticket object has a type method that will return a string when called: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Type1 Something like the following should help: if ( $self->TicketObj->Type ne 'reminder ) { $self->TicketObj->SetStatus('open'); } Best Regards Martin On 2016-11-11 08:01, Tobias W. wrote: Hello, We use a RT scrip to check on close if a Custom filed is empty. If the Custom field is empty, the script reopens the ticket. Condition: On Resolved Custom action preparation code: if( ! $self->TicketObj-> FirstCustomFieldValue( 'FieldName' ) ) { $self->TicketObj->SetStatus('open'); }else{ $self->TicketObj->AddCustomFieldValue( Field => 'FieldName', Value => 'true'); } Now we have a problem with the reminders: When I close a reminder the scrip reopen it. Is there a way to prevent this? Thank you, Tobi - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] view articles/assets in main menu
Hi Tomas, You need to assign the ShowAssetsMenu right to the relevant user/group. Obvoiusly I'm making the assumption that the user is a Priviledged user. Best Regards Martin On 2016-11-10 09:46, Stehlík Tomáš wrote: Hello, another simple question - how can I show articles / assets for standard user (not root) in main menu? There is only „home page", „search" and „tools". Thank you Tomas Stehlik __ - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Mapping users of a particular user database under OpenAM(SSO) to a specific queue
Hi, A quick google suggests that you may be looking for OpenAM web policy agents "Profile Attribute Fetch Mode" Good luck.. Best Regards Martin On 2016-11-09 16:04, Martin Wheldon wrote: Hi Maneesh, I'm not familiar with OpenAM, but you should be able to get this to do the authentication by either SSO cookie or getting the web server to populate the REMOTE_USER variable. The following may help... https://docs.bestpractical.com/rt/4.4.1/RT/Authen/ExternalAuth/DBI/Cookie.html https://docs.bestpractical.com/rt/4.4.1/RT/Authen/ExternalAuth.html#CONFIGURATION https://docs.bestpractical.com/rt/4.4.1/authentication.html#Via-your-web-server-aka-WebRemoteUserAuth-aka-REMOTE_USER However you will need to create groups and configure group access/permissions to the relevant queue(s) within RT. Best Regards Martin On 2016-11-09 12:58, Maneesh Kumar wrote: Hello members, We also have a requirement of mapping users of a particular user database under OpenAM(SSO) to a specific queue. This is required to enable users to have access to a specific queue rather than all queues. The access need to be enabled for creation of tickets and thereafter for listing his/her open and closed tickets. Please let me know if this is possible and steps to meet this requirement. Maneesh Kumar National PARAM Supercomputing Facility HPC Infrastructure and Ecosystem Group Centre for Development of Advanced Computing --- [ C-DAC is on Social-Media too. Kindly follow us at: Facebook: https://www.facebook.com/CDACINDIA & Twitter: @cdacindia ] This e-mail is for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited and appropriate legal action will be taken. --- - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Mapping users of a particular user database under OpenAM(SSO) to a specific queue
Hi Maneesh, I'm not familiar with OpenAM, but you should be able to get this to do the authentication by either SSO cookie or getting the web server to populate the REMOTE_USER variable. The following may help... https://docs.bestpractical.com/rt/4.4.1/RT/Authen/ExternalAuth/DBI/Cookie.html https://docs.bestpractical.com/rt/4.4.1/RT/Authen/ExternalAuth.html#CONFIGURATION https://docs.bestpractical.com/rt/4.4.1/authentication.html#Via-your-web-server-aka-WebRemoteUserAuth-aka-REMOTE_USER However you will need to create groups and configure group access/permissions to the relevant queue(s) within RT. Best Regards Martin On 2016-11-09 12:58, Maneesh Kumar wrote: Hello members, We also have a requirement of mapping users of a particular user database under OpenAM(SSO) to a specific queue. This is required to enable users to have access to a specific queue rather than all queues. The access need to be enabled for creation of tickets and thereafter for listing his/her open and closed tickets. Please let me know if this is possible and steps to meet this requirement. Maneesh Kumar National PARAM Supercomputing Facility HPC Infrastructure and Ecosystem Group Centre for Development of Advanced Computing --- [ C-DAC is on Social-Media too. Kindly follow us at: Facebook: https://www.facebook.com/CDACINDIA & Twitter: @cdacindia ] This e-mail is for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited and appropriate legal action will be taken. --- - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Mapping users of a particular LDAP database to a specific queue
Hi Maneesh, We have a requirement of mapping users of a particular LDAP database to a specific queue. Just to clarify your first statement, do you require a particular set of user accounts stored in LDAP to only have access to one or more queues? If that is the case then this can be achieved using a combination of the External Authentication and LDAPimport functionality, documentation can be found here: https://docs.bestpractical.com/rt/4.4.1/authentication.html https://docs.bestpractical.com/rt/4.4.1/RT/LDAPImport.html The External Auth handles user import, but you need LDAP Import to create the groups, these groups can either by static groups or dynamically created using a LDAP search filter. Then all you need to do is assign the correct perms for the group and apply it to the queue. Sorry to describe at such a high level, but the authentication system is very flexible and with that comes a little complexity. Hope that helps. Best Regards Martin On 2016-11-09 12:30, Maneesh Kumar wrote: Hello members, We have a requirement of mapping users of a particular LDAP database to a specific queue. This is required to enable users to have access to a specific queue rather than all queues. The access need to be enabled for creation of tickets and thereafter for listing his/her open and closed tickets. Please let me know if this is possible and steps to meet this requirement. Maneesh Kumar National PARAM Supercomputing Facility HPC Infrastructure and Ecosystem Group Centre for Development of Advanced Computing --- [ C-DAC is on Social-Media too. Kindly follow us at: Facebook: https://www.facebook.com/CDACINDIA & Twitter: @cdacindia ] This e-mail is for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email is strictly prohibited and appropriate legal action will be taken. --- - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Searching ticket content?
Hi Alex, I'm guessing you are looking for full text indexing, further details can be found here: https://docs.bestpractical.com/rt/4.4.1/full_text_indexing.html Best Regards Martin On 2016-11-07 13:57, Alex Hall wrote: Hello list, Some users at work are wondering if they can search ticket contents? There's no way in the search builder, but I know I can plug any SQL I want to into the advanced search. Even if I knew the SQL to use, though, that's only a saved search for that string. Could I somehow offer users a way to search for a string they enter when they're ready to search? I don't want to expose the actual SQL query, as there's too much chance of a misplaced punctuation mark or mistyped character causing errors. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Search Assets by People gives "No assets matching search criteria found."
Hi Tom, Just tried this on my RT 4.4.1 install and it works fine, this is probably this bug? From the release notes of RT 4.4.1 * Fix searching for people associated with Assets (I#31546) Best Regards Martin On 2016-11-03 00:01, Tom Robinson wrote: Sorry, forgot to mentions I'm using RT4 version 4.4.0 On 03/11/16 10:37, Tom Robinson wrote: Hi, I'm trying to search my Assets database by People (Owner, Contact or Held By) but always get "No assets matching search criteria found.". I think there may be an issue with the created query as I'm seeing an error in the logs. Anyone know what is causing this? Kind regards, Tom ==> httpd/error_log <== [2409] [Wed Nov 2 23:36:26 2016] [warning]: Use of uninitialized value $args{"GroupsAlias"} in hash element at /usr/local/rt4/lib/RT/SearchBuilder/Role/Roles.pm line 153. (/usr/local/rt4/lib/RT/SearchBuilder/Role/Roles.pm:153) ==> messages <== Nov 3 10:36:26 marshal RT: [2409] Use of uninitialized value $args{"GroupsAlias"} in hash element at /usr/local/rt4/lib/RT/SearchBuilder/Role/Roles.pm line 153. ==> httpd/error_log <== [2409] [Wed Nov 2 23:36:26 2016] [warning]: Use of uninitialized value $args{"ALIAS1"} in concatenation (.) or string at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 1086. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:1086) ==> messages <== Nov 3 10:36:26 marshal RT: [2409] Use of uninitialized value $args{"ALIAS1"} in concatenation (.) or string at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 1086. ==> httpd/error_log <== [2409] [Wed Nov 2 23:36:26 2016] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 1282. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:1282) ==> messages <== Nov 3 10:36:26 marshal RT: [2409] Use of uninitialized value in string eq at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 1282. ==> httpd/error_log <== [2409] [Wed Nov 2 23:36:26 2016] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Asset-Role' ) AND ( Groups_1' at line 1 at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586) ==> messages <== Nov 3 10:36:26 marshal RT: [2409] DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Asset-Role' ) AND ( Groups_1' at line 1 at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. ==> httpd/error_log <== [2409] [Wed Nov 2 23:36:26 2016] [warning]: RT::Handle=HASH(0x8a09ae8) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Assets main JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.Disabled = '0' ) AND ( CachedGroupMembers_3.GroupId = .id ) JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Asset-Role' ) AND ( Groups_1.Name = 'Owner' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE ( ( CachedGroupMembers_2.MemberId = '22' ) OR ( CachedGroupMembers_3.MemberId = '0' ) ) AND (main.Catalog = '4') AND (main.Status != 'deleted') ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x8a09ae8), "SELECT COUNT(DISTINCT main.id) FROM Assets main JOIN CachedGr"...) called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 295 DBIx::SearchBuilder::_DoCount(RT::Assets=HASH(0xa8943c0)) called at /usr/local/rt4/lib/RT/SearchBuilder.pm line 993 RT::SearchBuilder::_DoCount(RT::Assets=HASH(0xa8943c0)) called at /usr/local/rt4/lib/RT/Assets.pm line 293 RT::Assets::_DoCount(RT::Assets=HASH(0xa8943c0)) called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 1471 DBIx::SearchBuilder::Count(RT::Assets=HASH(0xa8943c0)) called at /var/www/rt4/Asset/Search/index.html line 57 HTML::Mason::Commands::__ANON__("!CF.{Asset Number}", "", "CF.{OS}", "", "CF.{Express Service Code}", "", "Status", "", "CF.{Asset Number}", ...) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0xa667330), "!CF.{Asset Number}", "", "CF.{OS}", "", "CF.{Express Service Code}", "", "Status", "", ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, "!CF.{Asset Number}", "", "CF.{OS}", "", "CF.{Express Service Code}", "", ...) called at
Re: [rt-users] Finding queue priority in script?
Sorry that should be DefaultValue, not SetDefaultValue. Should read the question more closely :( Martin On 2016-11-02 09:10, Martin Wheldon wrote: Hi Alex, The file below contains a example of how to set the default values for a queue. share/html/Admin/Queues/DefaultValues.html Looks like the SetDefaultValue method for Queues isn't documented or a least I haven't found where, which seems odd as I've always found RT to be very well documented. Best Regards Martin On 2016-11-01 21:50, Alex Hall wrote: Hi all, It hit me the other day that instead of trying to move the priority field out of the details view, I could simply make a custom field for priority, then set it in a script on ticket creation. I see in the docs how to set a ticket's priority, but is there a way to get a queue's priority values (initial and maximum)? All our queues will likely share priority settings, so I'm not too worried about this, but I would prefer to base things off a given queue's settings if possible. The docs for Queue objects mention nothing about priority, which seems like an odd ommition. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Finding queue priority in script?
Hi Alex, The file below contains a example of how to set the default values for a queue. share/html/Admin/Queues/DefaultValues.html Looks like the SetDefaultValue method for Queues isn't documented or a least I haven't found where, which seems odd as I've always found RT to be very well documented. Best Regards Martin On 2016-11-01 21:50, Alex Hall wrote: Hi all, It hit me the other day that instead of trying to move the priority field out of the details view, I could simply make a custom field for priority, then set it in a script on ticket creation. I see in the docs how to set a ticket's priority, but is there a way to get a queue's priority values (initial and maximum)? All our queues will likely share priority settings, so I'm not too worried about this, but I would prefer to base things off a given queue's settings if possible. The docs for Queue objects mention nothing about priority, which seems like an odd ommition. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Overriding files in lib/RT?
Hi Alex, You may need to add the following to the end of your Email_Local.pm file: 1; Best Regards Martin On 2016-10-31 20:17, Alex Hall wrote: Hi all, Thanks for the responses, it's partially working. When I use my Email_Local.pm, the server refuses to start, yet I have no errors. Running it through Perl's checker reveals only: Name "RT::Logger" used only once: possible typo at Email_Local.pm at line 31 Perl says everything else is fine. I pulled the single function I wanted to modify out of the original Email.pm (ParseTicketId) and left it alone, except for changing \s+ to \s* in the "if (my $@captures" line. As usual, any errors that might be generated are going who knows where, so I'm not sure where to start looking. As I said, Perl thinks this is fine save that warning, but RT definitely doesn't. Any thoughts? Here's the file: use strict; use warnings; no warnings qw(redefine); package RT::Interface::Email; #Takes a string and searches for [subjecttag #id] #Returns the id if a match is found. Otherwise returns undef. sub ParseTicketId { my $Subject = shift; my $rtname = RT->Config->Get('rtname'); my $test_name = RT->Config->Get('EmailSubjectTagRegex') || qr/\Q$rtname\E/i; # We use @captures and pull out the last capture value to guard against # someone using (...) instead of (?:...) in $EmailSubjectTagRegex. my $id; if ( my @captures = $Subject =~ /\[$test_name\s*\#(\d+)\s*\]/i ) { $id = $captures[-1]; } else { foreach my $tag ( RT->System->SubjectTag ) { next unless my @captures = $Subject =~ /\[\Q$tag\E\s+\#(\d+)\s*\]/i; $id = $captures[-1]; last; } } return undef unless $id; $RT::Logger->debug("Found a ticket ID. It's $id"); return $id; } On Mon, Oct 31, 2016 at 12:18 PM, Nileshwrote: To extend you should either add code in Email_Local.pm or Email_Overlay.pm. If you name it as Email.pm then you have to copy all code from existing module and modify it. I'm not sure about differences between Overlay and Local but I think that difference is for OO vs adding some functionality. -- Nilesh On 31-Oct-2016 9:45 PM, "Matt Zagrabelny" wrote: Hi Alex, On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall wrote: Hey list, How would I override /opt/rt4/lib/RT/Interface/Email.pm [1]? Overlays. https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#EXTENDING-RT-CLASSES [2] It looks like there is also an outdated wiki article: https://rt-wiki.bestpractical.com/wiki/ObjectModel [3] -m - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [4] * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [4] * Los Angeles - Q1 2017 -- Alex Hall Automatic Distributors, IT department ah...@autodist.com Links: -- [1] http://l.pm [2] https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#EXTENDING-RT-CLASSES [3] https://rt-wiki.bestpractical.com/wiki/ObjectModel [4] https://bestpractical.com/training - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] "Hidden" tickets suddenly appear
Hi Jeff, If you examine the ticket history of the problem ticket it should tell you what happened for it to be set back to the "new" status. Is it being reopened by a reply to a email from the pervious ticket corespondance perhaps?? Best Regards Martin On 2016-10-25 16:00, Jeff Blaine wrote: RT 4.2.13 backed by PostgreSQL, though I feel like we've been experiencing the following for many versions. I've been suspect for quite some time, but thought maybe I was losing my mind instead. I've confirmed finally that I am not losing my mind re: RT in this specific case. We are definitely seeing the following situation. I'm curious if anyone has thoughts as to where to start debugging the root cause. I use a simple saved search as my view into RT at work. Others using this queue also use a similar one. The query is: Queue = 'atcc-help' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( Owner = 'Nobody' OR Owner = 'jbla...@our.org' ) The display settings for the search have "Rows: Unlimited" It results in a daily list of 70-120 tickets. We are seeing tickets appear in this list, where they have never appeared in the list before, after some period of being in the queue. In most cases, the mystery ticket has a "Created" date of more than a few weeks ago. The most recent case was 5 months. That is, a ticket with "Created" of around 5 months ago, and in "new" status, showed up in the results of the search above where it never had shown up before. As you can imagine, this is terrible for customer service. Luckily it seems pretty rare. I would estimate that we see this happen ~5 times per year, and then have to start the very awkward conversation about how the ticket "slipped through our cracks". Thoughts very welcome. Jeff - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth?
Hi Malcolm, The output from rt-ldapimport is normal if no changes are required, as I've just tried it here in my lab and it is working. Incidentally LDAPImport doesn't currently support TLS, I've written a patch which you are welcome to have if you would like it. I'm afraid I haven't submitted it to BP yet, but intend too when I get some time. Best Regards Martin On 2016-10-19 14:21, Malcolm Galland wrote: Ah, yes. It looks like I had commented it out during testing, and that's what was causing the PeerHost error. Below is the section of SiteConfig dedicated to LDAPImport: Set($LDAPHost,'ggdc1.domain.int'); Set($LDAPUser,'LDAP_ACCOUNT'); Set($LDAPPassword,'LDAP_ACCOUNT_PASS'); Set($LDAPBase, 'dc=domain,dc=int'); Set($LDAPFilter, '(&(cn = users))'); Set($LDAPMapping, {Name => 'uid', # required EmailAddress => 'mail', RealName => 'cn', WorkPhone=> 'telephoneNumber', Organization => 'departmentName'}); # If you want to sync Groups from LDAP into RT Set($LDAPGroupBase, 'dc=domain,dc=int'); Set($LDAPGroupFilter, '(&(cn = Groups))'); Set($LDAPGroupMapping, {Name => 'cn', Member_Attr=> 'member', Member_Attr_Value => 'dn' }); Interesting follow up question though, when I run rt-ldapimport I don't get any errors, but the output doesn't exactly instill a feeling of sucess either: /opt/rt4/sbin/rt-ldapimport --debug Running test import, no data will be changed Rerun command with --import to perform the import Rerun command with --debug for more information Testing group import Finished test On Wed, 2016-10-19 at 14:09 +, Martin Wheldon wrote: Hi Malcolm, You are missing the LDAP import configuration, which is separate from the External auth config. The following will help: https://docs.bestpractical.com/rt/4.4.1/RT/LDAPImport.html Best Regards Martin On 2016-10-19 13:37, Malcolm Galland wrote: > > I've set up RT, and am testing it with rt-server. Everything seems > to > be going smoothly except LDAP with RT::Authen::ExternalAuth. I > read > the docs and have implemented the suggested changes in > /opt/rt4/etc/RT_SiteConfig.pm like so: > > Set( $ExternalAuthPriority, ["My_LDAP"] ); > Set( $ExternalInfoPriority, ["My_LDAP"] ); > Set($ExternalAuth, 1); > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => 'ggdc1.domain.int', > 'user' => 'LDAP_ACCOUNT', > 'pass' => 'LDAP_ACCOUNT_PASS', > 'base' => 'ou=Production,dc=domain,dc=int', > 'filter' => '(objectClass=inetOrgPerson)', > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'WorkPhone'=> 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State'=> 'st', > 'Zip' => 'postalCode', > 'Country' => 'co', > }, > }, > } ); > > The issue is when I try to login the users aren't allowed access, > and I > get the following error from rt-server: > > [error]: FAILED LOGIN for username_redacted from IP_REDACTED > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) > > Just for kicks, if I run /opt/rt4/sbin/rt-ldapimport --debug > I get: > [critical]: Expected 'PeerHost' at > /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. > (/opt/rt4/sbin/../lib/RT.pm:390) > > Any ideas? I read every document I could find, but it's hard to > know > which non-official ones you can trust since RT has been around so > long > and ExternalAuth was just added to the core. Also, the official > docs > are a bit terse. > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth?
Hi Malcolm, Are you able to get any results from the LDAP server when you try the same search using ldapsearch from the commandline on the Debian box? Something like: ldapsearch -D LDAP_ACCOUNT -x -w -ZZ -H ldap://ggdc1.domain.int/ -b ou=Production,dc=domain,dc=int "(objectClass=inetOrgPerson)" I'm guessing your LDAP server is MS AD so you will probably need to configure TLS. The following items come from my configuration. Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalAuth, 1); Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($AutoCreateNonExternalUsers, 1); # Use TLS Set($ExternalServiceUsesSSLorTLS,1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ggdc1.domain.int', # Configure TLS settings 'tls' => { 'verify'=> 'require', 'cafile'=> '/etc/ssl/certs/CACert.pem', # Path CA file }, 'user' => 'LDAP_ACCOUNT', 'pass' => 'LDAP_ACCOUNT_PASS', 'base' => 'ou=Production,dc=domain,dc=int', 'filter' => '(objectClass=inetOrgPerson)', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'WorkPhone'=> 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State'=> 'st', 'Zip' => 'postalCode', 'Country' => 'co', }, }, } ); Best Regards Martin On 2016-10-19 13:37, Malcolm Galland wrote: I've set up RT, and am testing it with rt-server. Everything seems to be going smoothly except LDAP with RT::Authen::ExternalAuth. I read the docs and have implemented the suggested changes in /opt/rt4/etc/RT_SiteConfig.pm like so: Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalAuth, 1); Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ggdc1.domain.int', 'user' => 'LDAP_ACCOUNT', 'pass' => 'LDAP_ACCOUNT_PASS', 'base' => 'ou=Production,dc=domain,dc=int', 'filter' => '(objectClass=inetOrgPerson)', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'WorkPhone'=> 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State'=> 'st', 'Zip' => 'postalCode', 'Country' => 'co', }, }, } ); The issue is when I try to login the users aren't allowed access, and I get the following error from rt-server: [error]: FAILED LOGIN for username_redacted from IP_REDACTED (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) Just for kicks, if I run /opt/rt4/sbin/rt-ldapimport --debug I get: [critical]: Expected 'PeerHost' at /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. (/opt/rt4/sbin/../lib/RT.pm:390) Any ideas? I read every document I could find, but it's hard to know which non-official ones you can trust since RT has been around so long and ExternalAuth was just added to the core. Also, the official docs are a bit terse. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] RT 4.4.1 on Debian with RT::Authen::ExternalAuth?
Hi Malcolm, You are missing the LDAP import configuration, which is separate from the External auth config. The following will help: https://docs.bestpractical.com/rt/4.4.1/RT/LDAPImport.html Best Regards Martin On 2016-10-19 13:37, Malcolm Galland wrote: I've set up RT, and am testing it with rt-server. Everything seems to be going smoothly except LDAP with RT::Authen::ExternalAuth. I read the docs and have implemented the suggested changes in /opt/rt4/etc/RT_SiteConfig.pm like so: Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalAuth, 1); Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ggdc1.domain.int', 'user' => 'LDAP_ACCOUNT', 'pass' => 'LDAP_ACCOUNT_PASS', 'base' => 'ou=Production,dc=domain,dc=int', 'filter' => '(objectClass=inetOrgPerson)', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'WorkPhone'=> 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State'=> 'st', 'Zip' => 'postalCode', 'Country' => 'co', }, }, } ); The issue is when I try to login the users aren't allowed access, and I get the following error from rt-server: [error]: FAILED LOGIN for username_redacted from IP_REDACTED (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) Just for kicks, if I run /opt/rt4/sbin/rt-ldapimport --debug I get: [critical]: Expected 'PeerHost' at /usr/local/share/perl/5.20.2/Net/LDAP.pm line 164. (/opt/rt4/sbin/../lib/RT.pm:390) Any ideas? I read every document I could find, but it's hard to know which non-official ones you can trust since RT has been around so long and ExternalAuth was just added to the core. Also, the official docs are a bit terse. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Search for Assets with active tickets
Hi, I'm running RT 4.4.1 and am trying to get a list of Assets that have active tickets logged against them. I know I can do a asset search for all assets then click through each of the active links, but am wondering whether I can coerce the Advanced ticket search into doing this. Any help/pointers in the right direction would be much appreciated. Thanks in advance -- Martin Wheldon Greenhills IT Ltd. Telephone: 01904 238 454 Website: www.greenhills-it.co.uk Greenhills IT Ltd. is a limited company registered in England and Wales. Company Registration No: 06387214 Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, YO60 7SA - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] RT 4.4.1 login form and 2FA
Hi, Using the Duo ldap proxy looks like a viable option too. https://duo.com/docs/ldap Best Regards Martin On 2016-10-17 13:37, Matt Zagrabelny wrote: On Mon, Oct 17, 2016 at 7:45 AM, Kem Hartleywrote: RT Community, I'm trying to setup 2FA, specifically Duo, with the RT login process. I'm having a difficult time figuring out where to place the duo perl code in the login process. I'm using external LDAP authentication. Once the successful login returns from LDAP, where does RT forward to the home page. I need to put in the duo perl code before RT sends the authenticated user to the home page. Any help would be greatly appreciated. Thank you. Are you looking to use LDAP for AUTHN or hack RT to use DUO? I'm not sure if LDAP can use PAM for AUTHN, but if it can, you can use a PAM RADIUS module and configure DUO on your RADIUS server. -m - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] RT 4.4.1 login form and 2FA
Hi, I'm not familiar with the DUO 2FA solution, but I think you may be looking for callbacks in the login page. The following should help: https://rt-wiki.bestpractical.com/wiki/CustomizingWithCallbacks I beleive the ones you are interested in are those below: /Elements/Login CallbackName => 'AfterForm' /Elements/Login CallbackName => 'BeforeForm' Hope that helps Best Regards Martin On 2016-10-17 12:45, Kem Hartley wrote: RT Community, I'm trying to setup 2FA, specifically Duo, with the RT login process. I'm having a difficult time figuring out where to place the duo perl code in the login process. I'm using external LDAP authentication. Once the successful login returns from LDAP, where does RT forward to the home page. I need to put in the duo perl code before RT sends the authenticated user to the home page. Any help would be greatly appreciated. Thank you. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Connecting RT to IBM iSeries and/or MSSQL databases?
Hi Alex, Sounds like you may be looking for the external custom fields functionality, please see the link below for details: https://docs.bestpractical.com/rt/4.4.1/extending/external_custom_fields.html Best Regards Martin On 2016-10-10 15:15, Alex Hall wrote: Hello list, Another day, another proposed RT modification for me to investigate. Our company has six remote representatives who each have a few hundred customers they visit in person. The customer support team works locally, and is the group who actually enters all the tickets. We want reps to be able to look at tickets related to their customers, but we want to do that in a dashboard and not as a CC. Since each rep has hundreds of customers, and since the customer base for a rep can change a lot, saved searches aren't an ideal solution. It is also too error-prone and time-consuming to have staff enter a customer rep ID for every ticket, as they already have to enter an order number and other custom information. The good news is that, in databases we already have, the order number can lead from the order, to the customer, to the representative. My thought is to have a cron job or a custom script that can take the order number, look up the rep on our iSeries or MSSQL databases, and fill in a custom field with the username of the relevant representative. I like the idea of a script, so that users can see the change immediately, but a cron job would probably be okay too. This would then let us use a saved search that just finds tickets where the rep name equals the name of the user whose dashboard it is, instead of having hundreds of 'or' statements trying to find all possible customer numbers. * Can Perl code in scripts talk to an external database as I've described? * Can the RT cron tool do this job? If so, what might the workflow look like? I haven't yet looked very deeply into this tool's abilities or syntax. Thanks for any thoughts. Debian 8.6, RT4.2.8 (hopefully going to be 4.4 sometime soon), MySQL database for RT. No, the server doesn't yet have the drivers for these databases, but my question is about integrating the information into RT and not about how Debian talks to DB2 or Server. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Database again stuck at SQLite?
Hi Alex, No problem, glad you have it working. Martin On 2016-09-14 14:44, Alex Hall wrote: Thank you! It's working now, and I see what you mean about the rt4-db-* package installations. RT is finally running on our new server! On Wed, Sep 14, 2016 at 10:02 AM, Martin Wheldon <martin.whel...@greenhills-it.co.uk> wrote: Hi Alex, I've not run a Debian packaged install for a long time, but looking at the package dependancies I think the following may help. How did you do the package install? If you ran the following it should just work. $ sudo apt-get install request-tracker4 rt4-db-mysql If however you just installed the request-tracker4 package it would install rt4-db-sqlite and you will experience all kinds of issues like the ones you are describing. The following should fix your issues: $ sudo apt-get remove --purge request-tracker4 rt4-* $ sudo apt-get autoremove $ sudo apt-get install request-tracker4 rt4-db-mysql Hope that helps Martin On 2016-09-14 13:00, Alex Hall wrote: Hello all, I'm getting a bit desperate. I have no idea why the setting in 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', but the error when my FCGI server starts clearly indicates that RT is trying to connect to a SQLite database. I've run update-rt-siteconfig, and I've tried to run dbconfig-common; the latter doesn't exist, and I just get an error from the shell that it doesn't know the command. The former works fine, as indicated by all the settings being in the .pm file, but never actually seems to apply those settings for some reason. I've even re-installed both RT and rt4-db-mysql, but that didn't make any difference as, for some reason, the initial package configuration for RT didn't appear. I've also changed the database type in /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. Perhaps there's a way of applying dbconfig-common changes I don't know? If anyone has any ideas about how I might get RT on the right backend, please, please send them along. We haven't been able to move RT to a local server, and thus start testing it with a wider pool of users, for two days because of this problem. My boss isn't happy, and I'm stuck. On Tue, Sep 13, 2016 at 4:23 PM, Alex Hall <ah...@autodist.com> wrote: Just a quick update. I've now tried changing the port and database username, then re-applying the settings with update-rt-siteconfig. They change just fine. Yet, the error in the log is still regarding SQLite3, even though the database type is very clearly set to mysql. I have no idea why the setting is right, but RT refuses to use it. Please, if anyone knows how to troubleshoot this or re-run the initial database setup, let me know. Thanks. On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall <ah...@autodist.com> wrote: Hello all, I emailed last week asking a lot of questions, among them how to get my RT installation over to MySQL instead of SQLite3. Having moved to a company server, I'm again configuring RT, and I'm again stuck here. During the install, I accidentally hit enter at the database prompt rather than first hitting M. I figured I could change it later, so wasn't worried about it, especially as I'm now comfortable with how to update settings in RT. Yet, I can't seem to manage it. I've gone into RT_SiteConfig.d51dbconfig-common and made the changes, then issued update-rt-siteconfig and gotten confirmation that my configuration file was replaced, but the log continues to show that RT is trying to connect to SQLite. I've also restarted the RT service, and there's no server to restart since this database error kills the FCGI server immediately after it spawns. I've even restarted Nginx, though it shouldn't make a difference. I know there's a command to re-run the database configuration wizard, but I can't find it anywhere. Two things, then. What's the command to re-configure the database settings, and why might changing them in RT_SiteConfig.d and then running update-rt-siteconfig not make the changes I want? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training [1] * Boston - October 24-26 * Los Angeles - Q1 2017 -- Alex Hall Automatic Distributors, IT department ah...@autodist.com Links: -- [1] https://bestpractical.com/training - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Database again stuck at SQLite?
Hi Alex, I've not run a Debian packaged install for a long time, but looking at the package dependancies I think the following may help. How did you do the package install? If you ran the following it should just work. $ sudo apt-get install request-tracker4 rt4-db-mysql If however you just installed the request-tracker4 package it would install rt4-db-sqlite and you will experience all kinds of issues like the ones you are describing. The following should fix your issues: $ sudo apt-get remove --purge request-tracker4 rt4-* $ sudo apt-get autoremove $ sudo apt-get install request-tracker4 rt4-db-mysql Hope that helps Martin On 2016-09-14 13:00, Alex Hall wrote: Hello all, I'm getting a bit desperate. I have no idea why the setting in 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', but the error when my FCGI server starts clearly indicates that RT is trying to connect to a SQLite database. I've run update-rt-siteconfig, and I've tried to run dbconfig-common; the latter doesn't exist, and I just get an error from the shell that it doesn't know the command. The former works fine, as indicated by all the settings being in the .pm file, but never actually seems to apply those settings for some reason. I've even re-installed both RT and rt4-db-mysql, but that didn't make any difference as, for some reason, the initial package configuration for RT didn't appear. I've also changed the database type in /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. Perhaps there's a way of applying dbconfig-common changes I don't know? If anyone has any ideas about how I might get RT on the right backend, please, please send them along. We haven't been able to move RT to a local server, and thus start testing it with a wider pool of users, for two days because of this problem. My boss isn't happy, and I'm stuck. On Tue, Sep 13, 2016 at 4:23 PM, Alex Hallwrote: Just a quick update. I've now tried changing the port and database username, then re-applying the settings with update-rt-siteconfig. They change just fine. Yet, the error in the log is still regarding SQLite3, even though the database type is very clearly set to mysql. I have no idea why the setting is right, but RT refuses to use it. Please, if anyone knows how to troubleshoot this or re-run the initial database setup, let me know. Thanks. On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall wrote: Hello all, I emailed last week asking a lot of questions, among them how to get my RT installation over to MySQL instead of SQLite3. Having moved to a company server, I'm again configuring RT, and I'm again stuck here. During the install, I accidentally hit enter at the database prompt rather than first hitting M. I figured I could change it later, so wasn't worried about it, especially as I'm now comfortable with how to update settings in RT. Yet, I can't seem to manage it. I've gone into RT_SiteConfig.d51dbconfig-common and made the changes, then issued update-rt-siteconfig and gotten confirmation that my configuration file was replaced, but the log continues to show that RT is trying to connect to SQLite. I've also restarted the RT service, and there's no server to restart since this database error kills the FCGI server immediately after it spawns. I've even restarted Nginx, though it shouldn't make a difference. I know there's a command to re-run the database configuration wizard, but I can't find it anywhere. Two things, then. What's the command to re-configure the database settings, and why might changing them in RT_SiteConfig.d and then running update-rt-siteconfig not make the changes I want? Thanks! -- Alex Hall Automatic Distributors, IT department ah...@autodist.com -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Best web server for RT4?
Hi, If you decide to retry a source install. You might want to look at using perlbrew to install a stand alone perl and configuring cpanminus as described in the rt_perl documentation below will make life much easier. https://docs.bestpractical.com/rt/4.4.1/rt_perl.html I'm a big fan of Ubuntu/Debian, but always use a source install of RT, with Nginx incidently, works a treat. Best Regards Martin On 2016-09-02 13:01, Alex Hall wrote: Thanks for the very helpful reply. No, I didn't know about rt4-fcgi, nor the update command. Unfortunately, even after running that command, the stand-alone server still thinks it's supposed to use SQLite3 and the default database name, for some reason. I even restarted the request-tracker4 service. Where are the docs you mentioned? I searched for "request tracker debian", but got only unhelpful results. There's an RT set up for Debian itself; a wikia.com [1] page that is broken, an install guide for RT3.6 that never mentions the rt4-fcgi package, and so on. The package details page for rt4-fcgi itself doesn't seem to give any usage instructions, unless I'm missing them (possible when using a screen reader, though unlikely). Specifically, I'm not sure how to tell it to use 127.0.0.1:8485 [2], or whatever port I set in the RT site file for Nginx. Are there other commands that will be useful? Installing from source got quite confusing. I've never used Perl, so had to configure the CPAN first, and wasn't sure how to answer the questions it asked. Then the make testdeps command didn't work, so I had to manually look through the (very long) list of dependencies, find one that was missing, and try to install it manually. That installation process then got rather confusing, with a few packages not going smoothly at all. Finally, I found there was a pre-built package already made, and the installation for that was a breeze. Of course, I'm now stuck with a stubborn configuration that isn't letting any RT server start, so I suppose it's six of one and a half dozen of the other. Still, I think this odd configuration problem will be much easier to solve. On Fri, Sep 2, 2016 at 1:48 AM, Christian Looswrote: Am 01.09.2016 um 20:15 schrieb Alex Hall: I'm either missing something very obvious, or the Debian package for RT isn't working correctly. Installing with the latest source, though, was a nightmare. First of all, read the docs. Especially the Debian docs, as installing RT as a Debian package works different than install RT from Source, which the Best Practical documentation describes. In Debian the RT config is managed by files under /etc/request-tracker4/RT_SiteConfig.d/. If you change something in one of these files, you have to run the command update-rt-siteconfig, which actually builds the /etc/request-tracker4/RT_SiteConfig.pm file. Did you install the rt4-fcgi package? This will install everything you need for a nginx web deployment. /etc/init.d/rt4-fcgi would then reload the RT configuration. Why was installing from source a nightmare? We actually use RT from source on Debian for years, and it works great. Chris -- Alex Hall Automatic Distributors, IT department ah...@autodist.com Links: -- [1] http://wikia.com [2] http://127.0.0.1:8485 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Centos 7 - Forbidden, You don't have, permission to, access /rt4 on this server
Hi Yanni, Have you managed to get RT working? Best Regards Martin On 2016-04-27 10:33, Martin Wheldon wrote: Hi, I don't mean to be rude, but read AND FOLLOW the README file included in the RT tarball. Best Regards Martin On 2016-04-27 10:15, Yanni wrote: Hi I did not use ./configure, I just did "make install" as described in the documentation. To make things simpler for me, I have now deleted my ssl.conf and have put the original file in place. When I go to: http://jimmy.ad.biosci.ac.uk/rt4:8000 I get: This site can't be reached. /jimmy.ad.biosci.ac.uk refused to connect ERR_CONNECTION_REFUSED --- I don't see anything in the log files, 'access_log' and 'error_log' - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Centos 7 - Forbidden, You don't have, permission to, access /rt4 on this server
Hi, I don't mean to be rude, but read AND FOLLOW the README file included in the RT tarball. Best Regards Martin On 2016-04-27 10:15, Yanni wrote: Hi I did not use ./configure, I just did "make install" as described in the documentation. To make things simpler for me, I have now deleted my ssl.conf and have put the original file in place. When I go to: http://jimmy.ad.biosci.ac.uk/rt4:8000 I get: This site can't be reached. /jimmy.ad.biosci.ac.uk refused to connect ERR_CONNECTION_REFUSED --- I don't see anything in the log files, 'access_log' and 'error_log' - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] problems attaching files
Hi, This is probably a issue with your web server configuration, you don't mention what you are using. Researching the following may help: Apache2 - LimitRequestBody Nginx - client_max_body_size Best Regards Martin On 2016-04-27 00:25, Liam Forbes wrote: We are using RT 4.4.0 and appear to be having problems attaching files over some size around 100k. If we try to send an email with a larger attachment, the mail message just drops on the floor. If we try to attach a file through the web interface, the icon has an X over it and an error message appears when the mouse hovers over it, plus the attachment is dropped if we try to save the edit. Looking in the log I don’t see any messages being generated in either case. I do see messages generated when a file is successfully attached though. Our current attachment size settings should allow larger files than ~100k. Set($MaxAttachmentSize, 10485760); # 10MB Set($TruncateLongAttachments, "true"); I’m not sure what else to look at to determine what’s happening or where things are failing. Have I somehow mis-set the config, or could this be a bug in 4.4.0? Regards, -liam -There are uncountably more irrational fears than rational ones. -P. Dolan Liam Forbes lofor...@alaska.edu ph: 907-450-8618 fax: 907-450-8601 UAF Research Computing Systems Senior HPC EngineerLPIC1, CISSP - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Centos 7 - Forbidden, You don't have, permission to access /rt4 on this server
Hi, The thing that stands out is that you seem to be trying to access the site using https on port 8000, however you haven't configured apache for https. Could you also post the ./configure that you used with rt to the list too please. Best Regards Martin On 2016-04-26 09:40, Yanni wrote: Thanks Martin I thought I had to point "DocumentRoot" to where the RT login page is. I tried to install "mod_fastcgi" as you suggested but is not available with yum. -- [root@jimmy opt]# yum -y install mod_fastcgi Loaded plugins: fastestmirror Loading mirror speeds from cached hostfile * base: mirror.vorboss.net * epel: mirror.1000mbps.com * extras: mirror.vorboss.net * rpmforge: miroir.univ-paris13.fr * updates: centos.serverspace.co.uk No package mod_fastcgi available - I also installed "rpmforge-release-0.5.3-1.el7.rf.x86_64.rpm" and tried to install it that way: "yum --enablerepo=rpmforge install mod_fastcgi " but it's still not available. There is a website called: www.fastcgi.com but I think is not being maintained anymore. I also found out that with Apache 2.4, the official module to use is "mod_proxy_fcgi". It looks like with Centos7 I have 2 options. Either use Apache with "mod_fcgid" or go with nginx. I went with "mod_fcgid" and installed it with yum. I've got "mod_fcgid-2.3.9-4.el7.x86_64". Then: 1. I renamed the /opt/rt4 directory and re-run "make-install" so I can get back all the default file permissions of rt4 directory, as Todd suggested. 2. re-run "make initialize-database" with no errors. 3. Copied the "mod_fcgid" section from "bestpractical.com" to my "httpd.conf" and restarted "httpd". 4. Made the changes described in "Running RT at rt rather than /" section. 5. Restarted "httpd" and tried to access the RT login page (https://jimmy.ad.biosci.ac.uk/rt4:8000) but I get: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator at root@localhost to inform them of the time this error occurred, and the actions you performed just before this error. More information about this error may be available in the server error log. 6. I had a look at the "error.log" file and I can see the following: - RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as: user: apache group: apache The file is owned by user root and group www. This usually means that the user/group your webserver is running as cannot read the file. Be careful not to make the permissions on this file too liberal, because it contains database passwords. You may need to put the webserver user in the appropriate group (www) or change permissions be able to run succesfully. Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt4/local/etc /opt/rt4/etc /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/sbin/../lib/RT/Config.pm line 1238. - As the error message says "apache" can not read RT_Config.pm so I added "apache" to the "www" group like this: usermod -a -G www apache 7. Restart "httpd" and tried to visit the login page (https://jimmy.ad.biosci.ac.uk/rt4:8000). I get the same Internal Server error. Below are my full "httpd.conf" and "RT_SiteConfig.pm" files. When you have time could you please have a look, I believe I've got the correct "ScriptAlias" and "Location" now. httpd.conf: http://pastebin.com/NMtxapR5 RT_SiteConfig.pm: http://pastebin.com/ekQEzdcw Many thanks - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Centos 7 - Forbidden, You don't have, permission to access /rt4 on this server
Hi, It also says: " # Set DocumentRoot as appropriate for the other content you want to serve DocumentRoot /var/www" So to a path where your other content that you want apache to serve, I'm afraid only you can answer that question. Best Regards Martin On 2016-04-25 10:18, Yanni wrote: Hello In the section "Running RT at rt rather than /" says that you need to make sure "DocumentRoot" is not set to "/opt/rt4/share/html/". What path am I supposed to use, please? Thanks - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Centos 7 - Forbidden, You don't have permission to access /rt4 on this server
Hi, You need to firstly pick your deployment method from the web deployment documentation. I go for the nginx option, but I would suggest you use Apache and mod_fastcgi as lots of people on this list seem to be using RT in that manner. The following will install mod_fastcgi on your CentOS box yum install mod_fastcgi Copy that example from the fastcgi section of the documentation: https://docs.bestpractical.com/rt/4.4.0/web_deployment.html#mod_fastcgi If you have installed RT in the default location the paths should be fine. Now make the changes described in the section regarding Running RT under /rt https://docs.bestpractical.com/rt/4.4.0/web_deployment.html#Running-RT-at-rt-rather-than You have already set the webpath in RT_Config.pm, however you haven't added the correct ScriptAlias path nor Location to your apache configuration. Hope that helps Best Regards Martin On 2016-04-21 10:28, Yanni wrote: Hello I'm struggling a lot to understand how to configure Apache for RT. I have gone through the documentation in the "Web deployment" section but I don't understand what am I supposed to do. Under the apache section it talks about "mod_fastcgi" and "mod_fcgid". Do I have these modules? What I add to "httpd.conf" depends on which one of these modules I have or use? I also borrowed the RT essentials book from our library but the book is a bit out-of date and talks about RT3. There are a number of how-to's online available but all a bit different to each other. I presume that is because they are written by people who know what they are doing so they config things they way, they believe is right. Whenever I try to view RT I get this error: Forbidden, You don't have permission to access /rt4 on this server. In a desperate attempt to solve this permissions issue I did: "chown apache:apache -R /opt/rt4" but with no luck. I'm stuck at the moment because I don't know how to use Apache, so I am asking for your help, please. Below are my current configurations. When you can, please let me know what I should do/correct. -- Apache/2.4.6 (CentOS 7) --- RT_SiteConfig.pm looks like this: Set( $rtname, 'AD'); Set( $Organization, 'www.jimmy.ad.biosci.ac.uk [1]'); Set( $Timezone, 'GB'); # Set( $WebDomain, 'jimmy.ad.biosci.ac.uk'); Set( $WebBaseURL, 'http://jimmy.ad.biosci.ac.uk'); Set( $WebPath, '/rt4'); Set( $WebPort, 443); # Set( $CorrespondAddress, 'b...@mail.biosci.ac.uk'); Set( $CommentAddress, 'comm...@mail.biosci.ac.uk'); Set( $SendMailPath, '/usr/lib/sendmail'); # Set( $DatabaseType, 'mysql'); Set( $DatabaseUser, 'rtuser'); Set( $DatabasePassword, 'mypassword'); Set( $DatabaseName, 'rt4db'); # Set( $LogtoSyslog, ''); Set ($LogToFile, 'debug'); HTTPD.CONF: ServerName jimmy.ad.biosci.ac.uk:443 Redirect / https://jimmy.ad.biosci.ac.uk/rt4 - SSL.CONF: # # Request Tracker # ServerName rt.corp.example.com:443 ServerName jimmy.ad.biosci.ac.uk:443 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ Order allow,deny Allow from all SSLOptions +StdEnvVars Links: -- [1] http://www.jimmy.ad.biosci.ac.uk - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Custom scrip condition
Hi Raymond, The following plugin may be what you are looking for. https://metacpan.org/pod/RT::Extension::AdminConditionsAndActions Best Regards Martin On 2016-03-22 13:49, raymond.teunis...@kpn.com wrote: Hi, I'm trying to find a way to add a custom scrip-condition, for when a ticket is merged. The thing I basically want is that when ticket 1 is merged into ticket 2 (which is closed), it automagically sets the status of ticket 2 to open. I'm running RT 4.2, and I'm not good in Perl. Can anyone help me with the code for the custom condition? Thanks! Raymond - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT worklfow with approvers, chosen from list
Hi Janus, Details of how to do this can be found in the documentation: https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier You need to load the custom field before accessing its value, something like the following should work. Not tested I'm afraid. my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager"); Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)} Best Regards Martin On 2016-03-21 10:25, zux wrote: Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new ticket in queue "New employee". User A chooses a value from a custom field called "Manager", this is a "Select one value" custom field with a drop down. The values in custom field "Manager" are usernames of managers. Now i would like to create an approval ticket, with owner - custom field "Manager" value. I have tried, without success, this code in template: ===Create-Ticket: Jauns Darbinieks Subject: New employee {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')} I get this error: Owner: Can't call method "FirstCustomFieldValue" on an undefined value at template line 6. How do i correctly forward the value of that custom field? The question also relates to the next part of my workflow. After the manager approves the ticket, i would like to create 2-3 more tickets. And each one of them would need to get some custom fields from the parent ticket (but not all) something like this - It would get a ticket with the username and what computer should be given security would also get a ticket with info about access restrictions accounting would get some other info, that security and it should not be able to see How do i correctly forward these custom fields to children tickets? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Fwd: which Perl version should one use with RT 4.4 on CentOS 6
Hi Jerome, The following google search came back with a tutorial which pretty much describes the type of perl brew install that I carry out for RT. perlbrew "request tracker" howto Best Regards Martin Original Message Subject: [rt-users] which Perl version should one use with RT 4.4 on CentOS 6 Date: 2016-03-16 16:30 From: JeromeTo: rt-users@lists.bestpractical.com Dear Cris Groome, You've wrote this answer: "I upvote Martin's answer. He gave you the version and the proper technique to achieving it." Would you be nice to send me too your "howto" about specific perl install for RT? Regards. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] which Perl version should one use with RT 4.4 on CentOS 6
Hi, I would recommend installing a version of perl just for RT that is seperate from the system perl. I tend to use the version that the perl project considers stable. Currently v5.22.1 I believe. Check out perlbrew for a nice easy clean way of installing a independant perl version. Best Regards Martin On 2016-03-15 15:36, Joseph D. Wagner wrote: If you can upgrade to the latest version of CentOS 7, you'll get perl 5.16. Joseph D. Wagner On 2016-03-15 03:06, Boris Epstein wrote: Hi Peter, Thanks, I saw that. I was wondering what the benefits and general experience was of those who used later versions of Perl 5 or Perl 6 vs 5.10.1. Just trying to see if it was a worthwhile exercize trying to upgrade - which on Centos did not seem to be trivial. Cheers, Boris. On Tue, Mar 15, 2016 at 4:27 AM, Peter Viskupwrote: Hello Boris, from readme [1] on github it is obvious the RT needs Perl as of version 5.10.1 and above. Readme file from 4.4 version has the same list of requirements. Some RT modules may have their own dependencies. You need to check them. [1] https://github.com/bestpractical/rt -- Peter Viskup On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein wrote: Hello all, I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears that Perl 5.1 is barely adequate. What is the recommended version of Perl for this setup? Thanks. Cheers, Boris. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Weird behavior behind a proxy
Hi Bret, That should be Redirect permanent / https://proxy.damascusgrp.com/ Best Regards Martin On 2015-07-14 18:40, Martin Wheldon wrote: Hi Bret, It looks like you are missing a redirect/rewrite configuration on the proxy to map requests from http to https. Something like the following would be required on the proxy, obviously if the client can access the real RT server this won't work VirtualHost *:80 ServerName rt.damascusgrp.com Redirect permanent / https://rt.damascusgrp.com/ /VirtualHost Best Regards Martin On 2015-07-14 17:48, Bret Wortman wrote: I've got a need to share a functioning rt instance behind a proxy, and for the most part, everything is working fine. But after actions taken through the proxy, the resulting URLs are always pointing to the original host name, not the proxy. On the proxy, we have the following: ProxyPass /rt/ http://rt.damascusgrp.com:80/rt/ [1] ProxyPassReverse /rt/ http://rt.damascusgrp.com:80/rt/ [1] Our users can then access the system okay at https://proxy.damascusgrp.com/rt/ [2]. But after they login, they're directed to http://rt.damascusgrp.com/rt/ [3]. Likewise, after switching back to the correct URL, after creating or updating a ticket, they are directed to http://rt.damascusgrp.com/rt/Ticket/Display.html. [4].. What have I missed? I'm by no stretch an expert at either RT or Apache proxy configuration. Thanks, Bret Wortman Links: -- [1] http://rt.damascusgrp.com:80/rt/ [2] https://proxy.damascusgrp.com/rt/ [3] http://rt.damascusgrp.com/rt/ [4] http://rt.damascusgrp.com/rt/Ticket/Display.html. !DSPAM:41,55a549b5136401427644005!
Re: [rt-users] Weird behavior behind a proxy
Hi Bret, It looks like you are missing a redirect/rewrite configuration on the proxy to map requests from http to https. Something like the following would be required on the proxy, obviously if the client can access the real RT server this won't work VirtualHost *:80 ServerName rt.damascusgrp.com Redirect permanent / https://rt.damascusgrp.com/ /VirtualHost Best Regards Martin On 2015-07-14 17:48, Bret Wortman wrote: I've got a need to share a functioning rt instance behind a proxy, and for the most part, everything is working fine. But after actions taken through the proxy, the resulting URLs are always pointing to the original host name, not the proxy. On the proxy, we have the following: ProxyPass /rt/ http://rt.damascusgrp.com:80/rt/ [1] ProxyPassReverse /rt/ http://rt.damascusgrp.com:80/rt/ [1] Our users can then access the system okay at https://proxy.damascusgrp.com/rt/ [2]. But after they login, they're directed to http://rt.damascusgrp.com/rt/ [3]. Likewise, after switching back to the correct URL, after creating or updating a ticket, they are directed to http://rt.damascusgrp.com/rt/Ticket/Display.html. [4].. What have I missed? I'm by no stretch an expert at either RT or Apache proxy configuration. Thanks, Bret Wortman !DSPAM:41,55a53cad136401860415760! Links: -- [1] http://rt.damascusgrp.com:80/rt/ [2] https://proxy.damascusgrp.com/rt/ [3] http://rt.damascusgrp.com/rt/ [4] http://rt.damascusgrp.com/rt/Ticket/Display.html.
Re: [rt-users] spawn-fcgi crashing, is uWSGI an option?
Hi Aaron, I'm running Nginx with uWsgi in my lab environment and it seems to we working well. Here are the snippets of config I'm using. server { root /usr/share/nginx/www; index index.html index.htm; # Make site accessible from http://localhost/ server_name localhost; location / { uwsgi_pass unix:/var/tmp/uwsgi.sock; include uwsgi_params; uwsgi_modifier1 5; } } [uwsgi] plugins = psgi chmod-socket = 664 uid = www-data gid = www-data socket = /var/tmp/uwsgi.sock psgi = /opt/rt4/sbin/rt-server processes = 10 Best Regards Martin On 2015-05-31 05:43, Aaron C. de Bruyn wrote: Thanks Ken. It's working perfectly. -A On Sat, May 30, 2015 at 5:00 PM, k...@rice.edu k...@rice.edu wrote: On Sat, May 30, 2015 at 04:49:00PM -0700, Aaron C. de Bruyn wrote: I have a demo of RT set up for my company. During testing, we found the spawn-fcgi process is slow and crashes often. If more than a few users are on the site, and/or more than few messages coming in through rt-mailgate, the site loads extremely slow. We increased the number of child processes for spawn-fcgi, but it's doesn't seem adequate to handle the load. We can regularly make spawn-fcgi die by simply hitting escape while a page is loading. Other times it crashes for no apparent reason. We use uWSGI everywhere for python projects we host, and I tried to see if I could get RT working under that. I failed miserably because I don't know that much about PSGI, FCGI, etc...and their relationship to the webserver. I know Nginx can speak the uwsgi protocol to talk to uWSGI, but uWSGI seems to bomb on trying to serve RT. I tried the following config to no avail: [uwsgi] plugins = psgi socket = 127.0.0.1:9001 psgi = /opt/rt4/sbin/rt-server.fcgi fastcgi-socket = true processes = 2 master = true stats = 127.0.0.1:1717 chdir = /opt/rt4 uid = uitrt gid = uitrt Has anyone else been able to run it using uWSGI? Are there other options for keeping the site running under nginx? Thanks in advance for any pointers or advice. -A Hi Aaron, We run RT with spawn-fcgi/nginx and either systemd/RHEL7 or multiwatch/RHEL6 to make sure that the pool stays populated. No problems at all. I would take uWSGI out of the mix, although there is no reason it should not work, there may be some nuances involved. The fact that the site loads slowly seems to indicate that you are having a problem with your database backend. Check out your slow queries and see what is wrong. It should be pretty zippy by default. Regards, Ken !DSPAM:41,556a90bf10567738710544!
Re: [rt-users] Date customfields and searching
Hi Joop, This functionality currently doesn't work in your version of RT. I know that there is a patch to fix this but has yet to make it into a release to the best of my knowlege. This is functionality I would like to see, however I have worked around it by writing a script that runs from cron on a daily basis and emails a report to the relevant users. Best Regards Martin On 2013-02-11 11:00, Joop wrote: Hi All, As per the subject I'm a bit stupified because I really thought that I could add a (global ticket) date customfield and search on it using relative terms like 'today' but it doesn't work. If I use relative terms with things like 'Created' then I get the expected results. I turned on StatementLog and looked at the queries and see that for de latter one it constructs a and but for the former one it just searches LargeContent for 'today' I'm using RT-4.0.9 Thanks in advance, Joop -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Adding rights to default lifecycle
Hi, Many thanks everyone for your responces, I'll give it a go at the weekend. Best Regards Martin On 2013-02-10 19:28, Thomas Sibley wrote: On 02/10/2013 12:10 AM, Martin Wheldon wrote: Hi, To answer part of my own question I see the default life cycle can be found in RT_Config.pm. Looks like my best option may be to copy the default over to RT_SiteConfig.pm and modify it there? Yes. You may wish to lock down the ability to reject with a custom right. Read more about lifecycles here: http://bestpractical.com/rt/docs/latest/customizing/lifecycles.html http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Adding rights to default lifecycle
Hi, To answer part of my own question I see the default life cycle can be found in RT_Config.pm. Looks like my best option may be to copy the default over to RT_SiteConfig.pm and modify it there? Sorry about some of the noise. Best Regards Martin On 2013-02-09 20:05, Martin Wheldon wrote: Hi, I would like to add the ability to deny setting a ticket status to rejected for a group of privileged users, however I'm not quite sure what would be the best way to do it. I've read RT essentials and it suggests that the best way forward would be to add a appropriate *_Local.pm with the relevant code, however having read the documentation for v4.0.x this is also possible by defining a new lifecycle. If defining a new lifecycle is the best solution, where would I find the information on how the default lifecycle is defined? Many thanks in advance. Best Regards -- Martin Wheldon Greenhills IT Ltd. Greenhills IT Ltd. is a limited company registered in England and Wales. Company Registration No: 06387214 Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, YO60 7SA -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Adding rights to default lifecycle
Hi, I would like to add the ability to deny setting a ticket status to rejected for a group of privileged users, however I'm not quite sure what would be the best way to do it. I've read RT essentials and it suggests that the best way forward would be to add a appropriate *_Local.pm with the relevant code, however having read the documentation for v4.0.x this is also possible by defining a new lifecycle. If defining a new lifecycle is the best solution, where would I find the information on how the default lifecycle is defined? Many thanks in advance. Best Regards -- Martin Wheldon Greenhills IT Ltd. Greenhills IT Ltd. is a limited company registered in England and Wales. Company Registration No: 06387214 Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, YO60 7SA -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] REST API and WebExternal Auth
Hi Tom, It is definatly possible to use the REST API with external auth as we use it to run scheduled reports. I've not used curl, all our scripts are in python. I would guess that you are not providing the credentials correctly, the following wiki page may help. http://requesttracker.wikia.com/wiki/REST Best Regards Martin On 2013-02-05 19:58, Thomas Misilo wrote: Hi, I was wondering if it would be possible to use the REST API and an External Auth? I keep getting redirected, when I try curling a url. Also, I was wondering if anyone has created a page that shows all current open tickets, and all current opened/unclaimed tickets? Thanks, Tom !DSPAM:9,51115b1633231209415469! -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] problems with RT::Authen::ExternalAuth
Hi, I beleive what Kevin had in mind was that you specify the user account that you configured to carry out searches in the ldap external auth config using the -D option to ldap search i.e % ldapsearch -D cn= -W -h ldap..net -b dc=x,dc=net -s sub objectclass=* If you are still experiencing problems post a relevant snippet from your LDAP logs (log level 256 is usually enough) Hope that helps Martin On 2013-01-23 08:32, ymarinov wrote: executing the following command gives all of the users ldapsearch -h ldap..net -b dc=x,dc=net -s sub objectclass=* now, i'm more confused :/ -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52452.html Sent from the Request Tracker - User mailing list archive at Nabble.com. !DSPAM:9,50ff978833231683852830!
Re: [rt-users] problems with RT::Authen::ExternalAuth
Hi, Is cn=ymarinov specified as the user to bind as in the External Auth configuration? Best Regards Martin On 2013-01-23 10:59, ymarinov wrote: our ldap accepts connections without using username or password however executing the following command, again lists the users in ldap ldapsearch -D cn=ymarinov -h ldap.xxx.net -b dc=,dc=net objectclass=* -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52457.html Sent from the Request Tracker - User mailing list archive at Nabble.com. !DSPAM:9,50ffb9e533231370321117!
Re: [rt-users] problems with RT::Authen::ExternalAuth
Hi, In that case then your config should have the following set: 'user' = '', 'pass' = '', And looking at your comments the attr_match_list should look something like: attr_match_list' = ['cn,mail'], Rather than: attr_match_list' = ['uid,mail'], Best Regards Martin On 2013-01-23 11:24, ymarinov wrote: not at all. i don't use ANY user/pass for ExternalAuth extension -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52459.html Sent from the Request Tracker - User mailing list archive at Nabble.com. !DSPAM:9,50ffbfbe33231138812997!
Re: [rt-users] problems with RT::Authen::ExternalAuth
Hi, Sorry but my last post was incorrect regarding the attr_match_list here is an extract from my working config. 'attr_match_list' = ['Name', 'EmailAddress' ], 'attr_map' = { 'Name' = 'mail', 'EmailAddress' = 'mail', 'RealName' = 'cn', 'ExternalAuthId' = 'uid' } }, Without knowing how your users are structured in LDAP the attr_map will differ at a guess you will need to change 'ExternalAuthId' at the very least. Hope this helps Martin On 2013-01-23 12:06, ymarinov wrote: this didn't help at all :/ to be sure i'll give you the exact current RT_SiteConfig.pm specifications that i've got at the moment: 'type' = 'ldap', 'server'= 'ldap..net', 'user' = '', 'pass'= '', 'base' = '(dc=neterra,dc=net)', 'filter'= '(objectClass=*)', 'd_filter' = '(objectClass=NonExistant)', 'tls' = 0, 'ssl_version' = 3, 'net_ldap_args' = [version = 3 ], 'attr_match_list' = ['cn', 'mail' ], 'attr_map' = { 'Name' = 'uid', 'EmailAddress' = 'mail' } }, Have in mind that I tried the attr match list to use 'uid' instead of 'cn' - however LDAP return again [Wed Jan 23 12:00:33 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Wed Jan 23 12:00:33 2013] [error]: FAILED LOGIN for ymarinov from .xxx.xxx.xxx (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52461.html Sent from the Request Tracker - User mailing list archive at Nabble.com. !DSPAM:9,50ffc9a733236974910902!
Re: [rt-users] problems with RT::Authen::ExternalAuth
Hi, Just a couple of things don't know if you just haven't posted information as its sensitive. 1. Do you have a userPassword set for your ldap user In addition I don't know if it is required or not, but try adding 'RealName' = 'cn', to your attr_map config. Regards Martin On 2013-01-23 13:05, ymarinov wrote: Martin, your help is really much appreciated! However i still can't get this working. I'll paste my current attr match list +the structure of the LDAP information 'attr_match_list' = ['Name', 'EmailAddress' ], 'attr_map'= { 'Name' = 'uid' 'EmailAddress' = 'mail', # 'ExternalAuthId' = 'uid' } }, uid=,ou=People,dc=,dc=net objectClass=mozillaAbPersonAlpha objectClass=evolutionPerson objectClass=top objectClass=person objectClass=organizationalPerson objectClass=inetOrgPerson objectClass=posixAccount objectClass=shadowAccount objectClass=sambaSamAccount uidNumber=(binary value) uid=(binary value) gidNumber=(binary value) givenName=Yavor sn=Marinov mail=ymari...@xx.net cn=Yavor Marinov homeDirectory=(binary value) loginShell=(binary value) sambaSID=(binary value) displayName=(binary value) sambaPasswordHistory=(binary value) sambaPwdLastSet=(binary value) sambaAcctFlags=(binary value) -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52463.html Sent from the Request Tracker - User mailing list archive at Nabble.com. !DSPAM:9,50ffd75333231634411062!
Re: [rt-users] problems with RT::Authen::ExternalAuth
Hi, If you can post information from both the ldap logs and the RT logs that would help. Best Regards Martin On 2013-01-23 13:42, ymarinov wrote: adding RealName to the attr maps didn't help, i still get No User in the error logs. i'll try to investigate further which field should i map for the password, but it doesn't seem logical for me to map a password, since LDAP just answers if the user is authenticated or not. i'm completely lost -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52465.html Sent from the Request Tracker - User mailing list archive at Nabble.com. !DSPAM:9,50ffe00533231496217174!
Re: [rt-users] Dealing with forwarded tickets from one queue to another
Hi Sean, Looks like you are looking to create a workflow in RT. Have a look at the following wiki page. http://requesttracker.wikia.com/wiki/WorkFlow You will need to close the old email and autocreate a new ticket in the relevant queue. Hope this helps Martin Wheldon On 2013-01-15 17:33, Sean Purdy wrote: Hi, We have a situation where someone gets mail sent to them from one queue, and needs to forward it to a different queue as a new ticket. e.g. for forwarding to a support queue. Currently RT will interpret the incoming mail as an update to the original ticket instead of creating a new ticket in the other queue. Is there any way around this? RT knows the old ticket ID from the Subject, and the new queue it's being submitted to. Currently looking at patching Interface/Email.pm and using $SystemTicket-id vs $args{'queue'} but perhaps this has been covered before? Thanks, Sean Purdy !DSPAM:9,50f58a9733235687925207!
Re: [rt-users] rt-mailgate and web based authentication
Hi Tom, Sounds like you may missing a Location section from your apache config. Something like... Location /REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 /Location Best Regards Martin Wheldon On 2013-01-16 16:38, Thomas Misilo wrote: Hi, I am switched from using LDAP to CAS for authentication, and now because it redirects to the login screen, mailgate isn't working. I was wondering if anyone had a workaround or solution to this? Thanks, Tom !DSPAM:9,50f6cf2333231759512251!
Re: [rt-users] Problem with using ssl over nginx reverse-proxy when submitting ticket updates
Hi Andy, A very simular issue to this was discussed on the list last week. Have a search for https redirects to http. Best Regards Martin On 2013-01-15 11:24, Andy D'Arcy Jewell wrote: Hi all, I'm trying to run RT 3.8 over ssl via an nginx reverse-proxy, and almost everything works, except when you update a ticket; after you click Update Ticket, after the update is submitted, it redirects Display.html to show the updated ticket. However, it is redirecting to plain http, which results in an error because I'm intentionally NOT proxying port 80... I have set $WebBaseURL in RT_SiteConfig.pm to include https://; [1] at the beginning. I apologise in advance - I've also posted this query on #rt on irc.perl.org. Any ideas, please? -- Andy D'Arcy Jewell SysMicro Limited Linux Support T: 0844 9918804 M: 07961605631 E: andy.jew...@sysmicro.co.uk W: www.sysmicro.co.uk !DSPAM:9,50f5355e33231878918082! Links: -- [1] https://
Re: [rt-users] https redirects to http
Hi, You will need to have the webserver rewrite requests for http to https. Best Regards Martin Wheldon On 2013-01-07 07:06, CB wrote: RT 4.0.8 We have set up RT to be accessible over https: RT_SiteConfig.pm Set($WebPort, 443); However when a ticket is resolved or updated, after the Update button is clicked the website goes to the http site. What configuration option am I missing? Have we set up lifecycles incorrectly? Any suggestions appreciated !DSPAM:9,50ea6c4733238911212596!
Re: [rt-users] Placing 2 CF in RT ticket subject
Hi, How about something like: my $subject = sprintf(%s %s, $self-TicketObj-FirstCustomFieldValue('Custom Field 1'), $self-TicketObj-FirstCustomFieldValue('Custom Field 2'); Best Regards Martin Wheldon On 2012-12-29 08:48, Nums wrote: I am trying to create a script which will pull 2 custom field values into the RT ticket subject upon creation. I am able to do it with one using script below, but unable to manage to pull 2 CF values, is this possible? my $subject = $self-TicketObj-FirstCustomFieldValue('Custom Field Selection') $self-TicketObj-SetSubject($subject); !DSPAM:9,50def36133231913920786!
Re: [rt-users] Custom fields and non privileged users
Hi, I suspect you may need to give write access to the custom fields for the non priviliged user, as I've never needed to I'm not sure. For the priviliged user you could write a scrip that checked if a transaction is a create and status is not new then reset status to new. Best Regards Martin On 2013-01-02 11:32, Xavier Barnada wrote: Hi I'm configuring a RT4 and I have a problem. I want to use custom fields on tickets. I tried to create a non privileged user with view custom fields permission .I tried to create a ticket with this user and the custom field don't appear on the form of ticket and don't allow me to create the ticket because a custom field validation error. I searched possible solutions and set this user as a privileged user.With privileged user the custom field appear on the create ticket form but appear another option that allows the user to set the initial status of the ticket and I want the user only can create tickets as New. There is any possible solution to show the custom field on non privileged users or hide the initial status on the privileged users? Cheers !DSPAM:9,50e4133033231824719915!
Re: [rt-users] Reply to requestors not sending emails
Hi, I'm not 100% sure about your question, but if you are asking if you can update a ticket without sending a reply to the requestor? Then all you need to do is select the Comment action and leave the update type set to Comments (Not sent to requestors). If I have miss understood your question please send further details on what you are trying to achieve. Best Regards Martin On 2012-12-19 19:56, charlyc...@yahoo.com.ar wrote: Hi, As far as I know RT should send an email to the requestor when Reply is chosen as an Action or Commentand then Reply to requestor is chosen. This is not my case, if I create a new Scrips with Send an email on Comment work perfectly, but sometimes I don't want to send everything to the requestor, just replying to it. Do I have to create a specific Scrip for it or it comes by default? I'm using RT 4.0.8. Thank you. !DSPAM:9,50d214dc33233521092242! We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Ticket creation fails
Hi Matthias, I have experienced the same issue in the past and would recommend that you don't use fetchmail, but invoke the mail gate directly from your MTA as described in the following link. http://requesttracker.wikia.com/wiki/ManualEmailConfig Regards Martin On 2012-12-19 14:21, Thomas Sibley wrote: On 12/19/2012 12:51 AM, Matthias Henze wrote: I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I will not upgrade while there a no new Debian packages) and I use it with fetchmail. A customer sent an message to me for which no ticket was created but the mail got flushed. I noticed this accidentally. This leads me to the conclusion that I can't trust on RT creating tickets from mails. The mail was sent by a recent Thunderbird on Windows XP. If ticket creation fails for any reason mails should NOT be flushed. I suspect your problem with unsuccessful mail being flushed is fetchmail, not RT. Are you delivering directly to rt-mailgate from fetchmail (using the mda option), or delivering to a real MTA like postfix which then queues and handles delivery to rt-mailgate? The latter is unsafe, as documented in `man fetchmailrc`, and the former is recommended. Here are my logs: Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at mail.mhc.loc (84732 octets). == /var/log/syslog == Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xc46e at This edge case is handled better by a branch in RT that should be in the next release. We're hiring! http://bestpractical.com/jobs !DSPAM:9,50d1c65733231686110849! We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT as a intranet portal? Or other suggestions?
I personaly use pmwiki and have been very happy with it. Martin On 4/16/08, Nelson Pereira [EMAIL PROTECTED] wrote: Hi all, Is there an extension that will make RT look like an intranet portal? To be able to put in articles, upload docs, and such? Or do you guys have any suggestions as a good Intranet Portal I could install on the same box as RT (RHEL5) ? *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information.http://www.myfax.com/referral_program.asp [image: www.MyFax.com] http://www.myfax.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com image001.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Date/Time issue
Sounds to me as if the system time is incorrect. Is NTP configured and working OK. Martin On 4/13/08, IT GUY [EMAIL PROTECTED] wrote: hello everyone, Could anyone suggest me how to configure Date/Time for RTWhatever TIME is seen in the httpd error_log below, is not the actual local time Is it just for the error logs? I am confused! Shouldn't it reflect my machine's date. [Sat Apr 12 19:07:23 2008] [notice] Digest: generating secret for digest authentication ... [Sat Apr 12 19:07:23 2008] [notice] Digest: done [Sat Apr 12 19:07:23 2008] [notice] Apache/2.2.8 (Unix) DAV/2 mod_perl/2.0.3 Per l/v5.8.8 configured -- resuming normal operations Regards, Yogesh ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com