[rt-users] Modify actions menu
Hi, on a rt 4.0.1 installation I want to modify the actions menu shown when editing a ticket. I would like to hide some actions like Extract Article. Which file(s) do I have to edit? Thanks and regards, David 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] logged out when requesting a ticket page
Hi, So, the link in the dashboard contains the erroneous /rt ? Is this a search that you customized at some point back in 3.8 when you were using /rt ? If so, you will need to edit it in the Advanced tab to fix the hardcoded /rt and replace it with __WebPath__ Yes, that's it. Thank you! Regards, David 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] logged out when requesting a ticket page
Hi,
How are you getting to the Ticket page?
By clicking on a ticket on the dashboard.
Did you have WebPath set in your 3.8 install?
Yes, I set it in my 3.8 install.
Did you have a customized search format?
No.
Please provide your sanitized RT_SiteConfig.pm
Here's my config:
[root@debian ~]# cat /opt/rt4/etc/RT_SiteConfig.pm
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
# THE BASICS:
Set($rtname, 'rt2.abc.de');
Set($Organization, 'abc.de');
Set($CorrespondAddress , 'r...@rt2.abc.de');
Set($CommentAddress , 'rt-comm...@rt2.abc.de');
# THE WEBSERVER:
#Set($WebPath , /rt);
Set($WebDomain , rt2.abc.de);
# THE DATABASE:
# generated by dbconfig-common
Set($DatabaseType, mysql);
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseName , 'rt3');
Set($DatabaseUser , 'rt3');
Set($DatabasePassword , abc);
Set($WebDefaultStylesheet , aileron);
#
Set($RTAddressRegexp , '^help(-comment)?\@rt2\.abc\.de$');
#Disables Mason caching - slows down the server
#Deactivate ('0') it in production environment
Set($DevelMode, '1');
Set($LogoURL, /NoAuth/images/logo_ev.jpg);
#Set($WebImagesURL , /rt/NoAuth/images/);
Set($LogoLinkURL, 'http://abc.de');
Set($LogoAltText, );
Set($LogoImageWidth, 75);
Set($LogoImageHeight, 38);
Set($DefaultSummaryRows, 30);
Set(%GnuPG, Enable = 0);
Set($DefaultQueue, abc);
Set($MaxInlineBody, 4);
Set($LogToSyslog, 'debug');
Best regards,
David
2011 Training: http://bestpractical.com/services/training.html
[rt-users] logged out when requesting a ticket page
Hi all, I upgraded an rt4 system manually for testing reason and imported a database from an 3.8.8 installation. Apart from the DB and the RT_SiteConfig.pm no changes/customizations have been done yet. I use Apache and mod_perl with the simple config: VirtualHost rt2.abc.de ### Optional apache logs for RT ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Alias /NoAuth/Images/ /opt/rt4/share/html/NoAuth/images/ Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost After logging in I can access all pages (e.g. http://rt2.abc.de/Search/Simple.html) apart from ticket pages. The ticket pages have a URL like http://rt2.abc.de/rt/Ticket/Display.html?id=17274, with /rt as a first directory. When requesting a ticket page I'm kicked out and have to log in again with a session ID in the URL like http://rt2.abc.de/NoAuth/Login.html?next=becffd2d0918f5b194bfa32b686bd851. When trying to login on that page I receive a new login page with a new session ID. Any hints what I missed? Best regards, David 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] repetitive browser authentication
Hi,
late answer - it took a while until I could look into the problem again.
What I now did was cloning my rt VM and deleting
/usr/local/share/request-tracker3.8 so all my customizations are inactive.
I still have to re-authenticate, e.g. I login, open a second tab with a ticket
ID URL and have to login again.
Tested in Internet Explorer and Firefox.
I'm using the Debian package from http://rt.easter-eggs.org, a standard apache
setup, my RT config looks like:
*
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
Set($rtname, 'rt.ehapa.de');
Set($Organization, 'ehapa.de');
Set($CorrespondAddress , 'r...@rt.ehapa.de');
Set($CommentAddress , 'rt-comm...@rt.ehapa.de');
Set($WebPath , /rt);
Set($WebBaseURL , http://rt.ehapa.de;);
my %typemap = (
mysql = 'mysql',
pgsql = 'Pg',
sqlite3 = 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || UNKNOWN);
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , 'rt3');
Set($DatabasePassword , 'xxx');
my $dbc_dbname = 'rt3'; if ( mysql eq sqlite3 ) { Set ($DatabaseName, '' .
'/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
Set($RTAddressRegexp , '^help(-comment)?\@rt\.ehapa\.de$');
Set($DevelMode, '0');
Set($LogoURL, /rt/NoAuth/images/logo_ev.jpg);
Set($LogoLinkURL, 'http://ehapa.de');
Set($LogoAltText, );
Set($LogoImageWidth, 75);
Set($LogoImageHeight, 38);
Set($DefaultSummaryRows, 30);
Set(%GnuPG, Enable = 0);
Set($DefaultQueue, Ehapa);
Set($MaxInlineBody, 4);
Set($LogToSyslog, 'debug');
***
Thank you and best regards,
David
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 17. März 2011 16:51
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] repetitive browser authentication
On Thu, Mar 17, 2011 at 03:52:11PM +0100, Obando, David DE - EV wrote:
I don't use different hostname. I just tested with clicking the RT links in
two new-ticket-notification-mails:
1. clicking the first ticketlink and authenticating 2. clicking the
second ticketlink and I have to authenticate again
Then you're going to have to tell us more about what configuration changes or
customizations you've made to RT, since this isn't normal observed behavior.
Your debugging logs from RT would also be helpful, along with cookie
information.
-kevin
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin
Falcone
Gesendet: Donnerstag, 17. März 2011 15:30
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] repetitive browser authentication
On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:
Dear all,
I installed a new system with RT 3.8.8. I'm wondering why I have to
authenticate again after
successful authentication.
Example: I login to rt RT webinterface and in a second step I click an
RT link in an e-mail to
a new ticket. A new browser tab opens and I have to authenticate again.
Tested in FF and IE.
Any ideas how I can change setting so authentication is only needed once
per session?
This usually happens when you have different hostnames that alias to RT so
the cookies aren't compatible.
Re: [rt-users] repetitive browser authentication
Hi, thanks for the hint, but I don't have a trailing slash in my $WebBaseURL. Regards, David -Ursprüngliche Nachricht- Von: Florian Hinzmann [mailto:m...@fhinzmann.de] Gesendet: Freitag, 18. März 2011 10:15 An: Obando, David DE - EV Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] repetitive browser authentication Hello! On Thu, 17 Mar 2011 13:51:55 +0100 Obando, David DE - EV d.oba...@ehapa.de wrote: I installed a new system with RT 3.8.8. I'm wondering why I have to authenticate again after successful authentication. Maybe http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg11475.html hits you: Try removing a trailing slash from $WebBaseURL within your configuration if there are any. Regards Florian Hinzmann -- Florian Hinzmann private: m...@fhinzmann.de Debian: f...@debian.org PGP Key / ID: 1024D/B4071A65 Fingerprint : F9AB 00C1 3E3A 8125 DD3F DF1C DF79 A374 B407 1A65
[rt-users] repetitive browser authentication
Dear all, I installed a new system with RT 3.8.8. I'm wondering why I have to authenticate again after successful authentication. Example: I login to rt RT webinterface and in a second step I click an RT link in an e-mail to a new ticket. A new browser tab opens and I have to authenticate again. Tested in FF and IE. Any ideas how I can change setting so authentication is only needed once per session? Thanks and regards, David David Obando IT Projektmanager digital security Egmont Ehapa Verlag GmbH Wallstraße 59 10179 Berlin Germany Phone: +49 30 240080 Direct: +49 30 24008361 Mobil: +49 172 1548386 Fax: +49 30 24008101 d.oba...@ehapa.de www.ehapa.de http://www.ehapa.de/ Geschäftsführer: Ulrich Buser, Rob McMenemy | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin EGMONT
Re: [rt-users] repetitive browser authentication
Hi, I don't use different hostname. I just tested with clicking the RT links in two new-ticket-notification-mails: 1. clicking the first ticketlink and authenticating 2. clicking the second ticketlink and I have to authenticate again Regard, David -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Donnerstag, 17. März 2011 15:30 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] repetitive browser authentication On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote: Dear all, I installed a new system with RT 3.8.8. I'm wondering why I have to authenticate again after successful authentication. Example: I login to rt RT webinterface and in a second step I click an RT link in an e-mail to a new ticket. A new browser tab opens and I have to authenticate again. Tested in FF and IE. Any ideas how I can change setting so authentication is only needed once per session? This usually happens when you have different hostnames that alias to RT so the cookies aren't compatible. -kevin
[rt-users] Migration RT 3.6.3 to 3.8.8
Hi all, I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. After setting up the new system I imported another dump from the old (still in use) system. All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. Is there a RT way to kind of import a database without overwriting the customizations? Is it possible to only import certain tables? Thanks and regards, David David Obando IT Projektmanager
Re: [rt-users] Migration RT 3.6.3 to 3.8.8
Hi, maybe my first posting was mistakable. I imported the old database and setup the new system without any problems. Because the 3.6.3 system data (which still is the productive system) changes every day I wanted to dump the data again into the new system without loosing my customizations. What is the best way to do this? Regards, David -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Dienstag, 1. Februar 2011 13:02 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Migration RT 3.6.3 to 3.8.8 On Tue, Feb 01, 2011 at 09:52:49AM +0100, Obando, David DE - EV wrote: Hi all, I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. After setting up the new system I imported another dump from the old (still in use) system. All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. Is there a RT way to kind of import a database without overwriting the customizations? Is it possible to only import certain tables? It sounds like you ran the 3.8 initialize step on top of your old data. You want to bring your database over, import it and run the rt-setup-database upgrade step (along with everything in UPGRADING.mysql) -kevin
Re: [rt-users] Browser (Firefox) does not save username and passwords
Hi, I'm running rt in dev mode (Set($DevelMode, '1');) for setting it up, so cache is not used anyway... -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Emmanuel Lacour Gesendet: Mittwoch, 5. Januar 2011 15:05 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Browser (Firefox) does not save username and passwords On Wed, Jan 05, 2011 at 02:17:49PM +0100, Obando, David DE - EV wrote: I already change the code (Elements/Login) and removed the autocomplete=off parameter, but browser behaviour does not change. Any ideas? did you cleaned-up the mason cache? rm -rf ./rt/var/mason_data/obj then restart your web server.
[rt-users] Browser (Firefox) does not save username and passwords
Hi all, I'm about to migrate an old RT 3.6.3 setup to a new v3.8.8 machine. On the new installation, login data (user and password) are not stored by the browser. On my old 3.6.3 version this works and I also want this behaviour in the new version. I already change the code (Elements/Login) and removed the autocomplete=off parameter, but browser behaviour does not change. Any ideas? Thanks and best regards, David
[rt-users] interntal and external access
Dear all, I need to enable internal and external access to my RT. Internal (LAN) access works with NTLM authentication, external (Internet) should work with Apache authentication. I tried using two virtual hosts, internal on port 80, external on port 443 (https). It failed because of $WebBaseURL, where I have to define ether http or https. Is there a way to enable this without setting up two RT instances? Regards, David ___ 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
AW: [rt-users] resctricting rights per queue
Dear Kenn, thanks for the advice! Now I found out how to restrict the rights on a per queue basis. I had to remove the global rights to get it working... Regards, David -Ursprüngliche Nachricht- Von: Kenneth Crocker [mailto:[EMAIL PROTECTED] Gesendet: Freitag, 9. Februar 2007 17:44 An: Obando, David DE - EV Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] resctricting rights per queue Obando, I need to know how you have the Queues (A thru D) set up in terms of global rights, Group rights to a Queue, and individual user rights. The RT Essentials book give some guidelines to privileges, but not much info on all the inter-relations. Basically, you need to make sure that the only global rights you grant are the type of privileges you want any privileged or non-privileged user to have and grant the rights involving access to tickets, working on tickets, and communication on tickets on a Queue by Queue basis for specific groups. This may/may not involve group rights to custom fields, if you use them, and other relationships. Hope this helps. Kenn LBNL Obando, David DE - EV wrote: Dear all, I'm using a 3.6.3 system and I want to set up a group with dispatching rights (taking, editing, resolving tickets) on a queue basis. This group should only see tickets in queues A and B and no tickets in queues C and D. How can I restrict their rights that they are not at all able to see any tickets that are not in queues A and B? I found ways to setup a RT at a glance page for them with only their queues but when they e.g. enter the ticket ID in the URL they can see any ticket. Thanks! David -- -- ___ 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
[rt-users] resctricting rights per queue
Dear all, I'm using a 3.6.3 system and I want to set up a group with dispatching rights (taking, editing, resolving tickets) on a queue basis. This group should only see tickets in queues A and B and no tickets in queues C and D. How can I restrict their rights that they are not at all able to see any tickets that are not in queues A and B? I found ways to setup a RT at a glance page for them with only their queues but when they e.g. enter the ticket ID in the URL they can see any ticket. Thanks! David ___ 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
[rt-users] RT at a glance
Dear all, I currently run a v3.4.1 system and am about to replace it by a new v3.6.3 system (on new hardware). I need to make several customizations in the RT at glance page (mainly other searches). When I make these customizations in the WebGUI as root I guess they are stored in the DB. Is it also possible to make the customizations in rt files and not in the DB? Before replacing the old system I need to resync the DB and with every sync I overwrite my RT at a glance customizations. What is the best way to do it? Regards, David ___ 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
[rt-users] importing users
Dear all, I have a bunch of users (in a csv file) and would like to import them into RT. What is the best way to do it? Best regards, David David Obando Webmaster/Systemadministrator Egmont Ehapa Verlag GmbH Wallstraße 59 10179 Berlin Germany Phone: +49 30 240080 Direct: +49 30 24008361 Mobil: +49 172 1548386 Fax: +49 30 24008369 [EMAIL PROTECTED] www.ehapa.de http://www.ehapa.de/ Geschäftsführer: Frank Knau, Karl Skovbæch Pedersen | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin EGMONT ___ 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
[rt-users] multiple instances
Dear all, I'm using RT for about two years now and I like to upgrade it and adapt it to our changed requirements. The upgrade from 3.4.1 (Debian Sarge, self installed) to 3.6.1 (Debian Etch, deb) is not a big thing, upgrading the database worked without any problems. My old system was one instance for one company, now I want to change it into a system for up to four partner companies. The different companies should only see there own environment, only the dispatchers in the IT should see all tickets from any company. What is the smartest way to do it? Should I setup multiple instances as described in http://wiki.bestpractical.com/index.cgi?MultipleInstances? Another way might be to use one instance and distinguish the users on there email address ([EMAIL PROTECTED], [EMAIL PROTECTED],...)? Thanks for your advice! David David Obando Webmaster/Systemadministrator Egmont Ehapa Verlag GmbH Wallstraße 59 10179 Berlin Germany Phone: +49 30 240080 Direct: +49 30 24008361 Mobil: +49 172 1548386 Fax: +49 30 24008369 [EMAIL PROTECTED] www.ehapa.de http://www.ehapa.de/ Geschäftsführer: Frank Knau, Karl Skovbæch Pedersen | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin EGMONT ___ 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
